English for International Tourism Pre-Intermediate: Vocabulary and Exercises, Slides of Tourism

Download English for International Tourism Pre-Intermediate: Vocabulary and Exercises and more Slides Tourism in PDF only on Docsity! 1 WORLD TOURISM Exercise 1, page 8 1 France 2 United States of America (the USA) 3 China 4 Spain 5 Italy 6 United Kingdom (the UK) Exercise 2, page 8 1d 2h 3b 4f 5c 6a Te 8g Exercise 4, page 9 113 214 350 460 517 618 790 Exercise 5, page 9 11% 20.75 350% 41/3 50.25 620% 70125 81/10 Listenin Exercise 6, page 9 1Europe 2theUSA 3Germany 4China Extra activity 1 IATA: International Air Transport Association 2 UNESCO: United Nations Educational, Scientific and Cultural Organization LHR: London Heathrow Airport NYC: New York City ETA Estimated time of arrival ETD: Estimated time of departure TIC: Tourist Information Centre BB: Bed and Breakfast See the Workbook pages 4—5 for more useful terms in international tourism. ANAM aAwW ANSWER KEY Exercise 7, page 9 1f 2g 3d 4a 5c Ge 7b More suggested answers (not in the wordpool): hostel, motel, hotel cycling, trekking art gallery, amusement park business convention, music festival bistro, pizzeria car hire, bus, coach, taxi independent operator, online travel shop THE UNITED STATES ‘Speaking NOONRWNA= Exercise 1, page 10 ATimes Square B The Grand Canyon D San Francisco C Las Vegas Exercise 2, page 10 41 Where 2Howmuch 3Howlong 4What 5Howmany 6Which 7 How 8 When Words not used: who, how old, why, how often Exercise 4, page 11 Students’ own answers. Exercise 5, page 11 shopping parks — both natural parks and theme parks visiting museums, zoos and aquariums English for International Tourism Pre Intermediate Answer Key Exercise 6, page 11 Exercise 3, page 12 1 merchandise 2brands 3 destination Suggested answers 4 retailer (also retail store) 5 growth market 1 We say: the 22nd of September/September 6 emerging markets the 22nd (but we write 22nd September/September 22nd) 2. It's 12.45./It’s a quarter to one. Exercise 7, page 11 3 30 days: September, April, June and 1 How often do you go on holiday? November 2 How do you usually travel? 31 days: January, March, May, July, 3 > Where do you usually go? August, October, December; February has 4 Where do you usually stay? 28 or 29 days. 5 How long do you go for? 4 Sunday, Saturday, Friday, Thursday, 6 Whodo you go with? Wednesday, Tuesday, Monday 7 What do you do on holiday? 5 | like Thursdays because it’s nearly Friday. 8 What do you spend most money on? July and August are my favourite months because | usually go on holiday then. PROFES SIONAL Speaking S KILL S Extra activity /et/: a, h, j, k CHECKING AND /i:/:b, ¢, d,e, g,p, tv /e/.f,1,m,n, S, X, 2 CONFIRMING fav:ivy /30/: 0 DETAILS Listen ing Exercise 4, page 12 1 Friday 3 November (November the third) The expressions occur in the following order. 2 8.30 (eight-thirty) Conversation 1: 3 Thursday Can Bou repeat that, please? 4 6.45 (a quarter to seven) That's all one word. 5 15th (fifteenth) eoTyeavoM 2: 6 21st (twenty-first) That's all one word. Double ‘Ss’ That's right. Exercise 2, page 12 That's ‘S’ for sugar. 1 Friday the third of November/Friday So that's ...? November (the) third The email addresses are: 2. half past eighteight-thirty p.m. 1 information@raileurope.co.uk 3 Thursday 2 annabelweiss@gmail.com 4 six forty-five a.m. 5 the fifteenth of July/July (the) Exercise 5, page 12 fifteenth/fifteenth July ; 6 the twenty-first of July/July (the) twenty- Students’ own answers. firsttwenty-first July Listening Exercise 6, page 13 130 2amusical 3 October ANSWER KEY 2 English for International Tourism Pre Intermediate Answer Key JOBS IN TOURISM Reading Exercise 1, page 16 Advantages: + interesting and varied work + people-focused * opportunity to meet and help people from all over the world + every day is different * flexibility of hours * on-the-job training * opportunities for fast promotion + possibility of long-term career + (with a university degree) you move more quickly into a management position Disadvantages: * seasonal work + short-term contracts + hours are sometimes long and hard + temporary option + working shifts and weekends + low-paid at the start Exercise 2, page 16 1part-time 2temporary 3 low-paid 4long-term S5seasonal 6 shifts Exercise 3, page 16 1 Food and beverage: restaurant manager, waiter 2 Accommodation: concierge, hotel receptionist 3 Transportation: flight attendant, pilot 4 Recreation and entertainment: entertainer, outdoor adventure guide Exercise 4, page 17 1 travel agent: organized and communicative 2 flight attendant: customer-focused and efficient 3 tour guide: energetic, enthusiastic and entertaining ANSWER KEY Exercise 5, page 17 1 customer service 2sales 3 IT Acommunicator Steam 6 first aid 7passion 8fun 9 organizational Exercise 6, page 17 1 Travel agent * — salary: low (over $30,000) + working conditions: long hours (40 hour weeks); good benefits 2 Flight attendant * salary: good (over $38,000) — can increase by $3,000-$8,000 a year by doing extra flights + working conditions: flexible working hours; discounts on flights 3 Tour guide + salary: low ($23,000) but good tips from customers * working conditions: long working hours (14— 15 hours/day); travel to exotic locations for free; meals, accommodation, transport are free; good tips ‘Speaking Exercise 7, page 17 Students’ own answers. A DAY IN THE LIFE Reading Exercise 1, page 18 1 food and beverage manager 2. front office manager 3 hotel receptionist 4 executive chef 5 executive housekeeper Suggested answers for other hotel jobs general manager, housekeeper, bellhop/ell boy, porter, concierge, maintenance engineer, gardener, pool attendant, accountant, work in marketing or sales, waiter/waitress, restaurant manager, prep cook, sous chef, chef, etc. Exercise 2, page 18 Front office manager English for International Tourism Pre Intermediate Answer Key Exercise 3, page 18 1 twelve front office staff 2shifts 3 guests 4 corporate clients 5 hospitality 6 prep cook 7souschef 8 executive chef 9 cooking and travel 10 to become a General Manager of one of the Bouvier Hotels and work abroad Exercise 4, page 19 He is helping to develop a new online promotion. Extra activity like, want, prefer, imagine, cost, suppose, believe, think, understand Exercise 5, page 19 1’mtraining 2’mhelpingthem 3’s 4’m 5 showing 6works 7’re finding 8use 9’mplanning 10don’t 11 take 12’m 13 knows Exercise 6, page 19 Suggested answers 2 The receptionist works on the front desk. At the moment, he’s/she’s checking in a group of 25. 3 The executive housekeeper supervises cleaning staff. At the moment he’s/she’s inspecting all the bathrooms. 4 The building (maintenance) manager looks after the building. At the moment he’s/she’s supervising some repair work. 5 The waiter waits at tables. At the moment he’s taking a lunch order. 6 The bell boy helps guests with luggage. At the moment he’s carrying a heavy bag. ANSWER KEY PROFESSIONAL SKILLS COVERING LETTERS Reading Exercise 1, page 20 1positions 2 curriculum vitae (CV)/resumé 3 flexible 4Team Straining 6 skills 7management 8 experience Exercise 2, page 20 Students’ own answers. Listening Exercise 3, page 20 She talks about the Restaurant Manager job first. Exercise 4, page 20 Suggested answers Restaurant manager: + Experience: at least two years’ relevant experience * Skills: excellent customer service and people management skills; someone who can speak good English and another European language * Qualities: someone who is well-organized and can stay calm ina crisis Children’s recreation supervisor: + Experience: experience of supervising kids an advantage + Skills: someone with language skills who can work well in a team; first aid and medical skills are very useful * Qualities: someone who is energetic and enthusiastic Readi Exercise 5, page 21 Miroslav is applying for the position of Children’s Recreation Supervisor. English for International Tourism Pre Intermediate Answer Key Professional skills Exercise 6, page 21 Dear Ms Isabela Monti, ‘| am writing to apply for the position of Children’s Recreation Supervisor 2as advertised on your website on 15 October. | am very interested in working for Fun Parks because | enjoyed the Pirate Park very much when | visited it recently with a group of children. At the moment | am studying for a diploma in Tourism management at the University of Macedonia. | am in my first year, although 1 have two years’ experience in working for an after-school club. ‘My responsibilities include organizing activities and excursions for young children. Please *find attached a copy of my CV. My supervisor says | am sociable, hard- working and creative. In addition, | am enthusiastic and | work well in a team. 7As you can see from my CV, | speak English and many Eastern European languages fluently. If you are interested in my application, please do not hesitate to contact me regarding a possible interview. °l look forward to hearing from you. 1°Y ours sincerely, Mirsolav Wasilew Exercise 7, page 21 Writing model Dear Sir/Madam, | am writing to apply for the post of Restaurant Manager as advertised on the website Europe — T&T Jobs on 15 October. | am very interested in working for Fun Parks because | think it is an exciting, dynamic organization and | would like to be part of your team. | have a diploma in Hospitality Management from the University of Madrid. In addition, | have two years’ experience in working in Food and Beverages Management. My past responsibilities include organizing bar and restaurant staff in a busy holiday resort on the Costa Dorada. Please see my attached CV for more details and references. As you can see from my CV, communication and organizational skills are my main strengths and | always enjoy learning new skills. | consider myself hard-working, enthusiastic and | am good at staying calm under pressure. | speak fluent Spanish and English, and some Italian and French. ANSWER KEY | am available to start work immediately. Please do not hesitate to contact me if you would like more information. | look forward to hearing from you regarding a possible interview. Yours faithfully, (name) Exercise 8, page 21 Suggested answers + Why do you want to leave your present job? + Are you prepared to work weekends/long hours? + Where did you study/train? + What qualifications do you have? + Do you have any relevant experience? + Can you give me an example of when you worked well in a team? + What did you enjoy the most/least about your last job? + Can you describe yourself using three positive adjectives? Extra activity Suggested answers eye contact, facial expressions, posture, gestures, clothing, etc. English for International Tourism Pre Intermediate Answer Key Speaking Exercise 7, page 25 Suggested answers opening times, national holidays, driving on the other side of the road, the local language, cost of public transport, eating times, entertainment, types of food, fashion, people in the street, etc. BHUTAN Reading Suggested answers « think Bhutan is an isolated/remote/quiet/unique/unusual country. + Its landscape is spectacular/beautiful/amazing. + Its culture is mystical/religious/old- fashioned/unique/not very modern. + Bhutanese people look friendly/quiet/happ y/traditional/old- fashioned/don’t look very modern. + Their clothes are traditional/old- fashioned/distinct/unique/unusual/aren't very modern. Exercise 2, page 26 1c 2d 3a 4b Exercise 3, page 26 Suggested answer | would like to visit Bhutan because it looks beautiful and very peaceful, but | wouldn't like to live and work there. | prefer living in bigger cities with more shops, facilities, nightlife, etc. Bhutan is land-locked, it doesn’t have a sea, and | enjoy going to the beach in my country. Finally, | don’t think Bhutanese food is very varied. ANSWER KEY Grammar Exercise 4, page 27 + Bhutan may not be one of the richest countries in the world, it is officially one of the happiest. * one of the world’s youngest heads of states * one of the most spectacular but also one of the scariest airports Exercise 5, page 27 1modern 2friendlier 3 important Abigger Straditional 6longer 7 happiest 8 best Exercise 6, page 27 1 more modern 3 happier than 6 noisier than 2 most spectacular 4goodas 5 spicier than 7shorter/than 8 the tiniest Exercise 7, page 27 Suggested answers + My country is bigger than Bhutan. + The city where | live is noisier than Thimphu. + The landscape in Bhutan is more beautiful than in my region. + Bhutan is in the Himalayas so it’s higher than my country — my country is flatter. + The architecture is older and more interesting than where | live. + The clothes are more modern here — they aren't as traditional as Bhutanese clothes. + think the Bhutanese look more relaxed than the people here. + I'm sure the nightlife in my city is better than in Thimphu. + Tourists have to pay a higher tax in Bhutan than in my country. + The tourism industry here is more developed than in Bhutan. Speaking Exercise 8, page 27 Students’ own answers. They should use the words in the box. 10 English for International Tourism Pre Intermediate Answer Key PROFESSIONAL SKILLS DEALING WITH ENQUIRIES Listening Exercise 1, page 28 Students’ own answers. These could include The Edinburgh Fringe Festival in summer and Edinburgh Castle, which is the second most visited tourist sight in the UK after the Tower of London. Exercise 2, page 28 1thousands 2month 3maps 4 discounts Reading Exercise 3, page 28 17 2 F-eight languages 3 F-—lt’s a 24-hour service. 4 T-The Horrible History channel Listening Exercise 4, page 29 2allday 360minutes 4£15 7£9 8half price/£E4.50 115 minutes 590 6 noon Exercise 5, page 29 1Howcan 2 do you mean 4welcome 5 for calling 3 Certainly Vocabulary Exercise 6, page 29 1c 2d 3a 4b 5e ANSWER KEY CASE STUDY IMPROVE A SERVICE ‘Mystery shopper Exercise 1, page 30 Suggested answers 1 Students might want to talk about the ethics of this method. They might have experience of mystery shoppers in their organizations they want to talk about. 2 Other ways to investigate quality: user ‘exit’ surveys, staff surveys, customer feedback forms, manager's walkabout, record of complaints and follow-up action, keeping emails from customers about the service, hiring consultants to evaluate the service, e.g. the website. Exercise 2, page 30 Centre 1: a_ sent the information within 48 hours; assistant answered the phone well and was friendly and knowledgeable b assistant smiled and was friendly ¢ centre clean and well decorated Centre 2: a did not respond to two emails; assistant told the caller to consult the website or go to the office; no standard way to answer the phone b assistants ignored the visitor at first and then offered leaflets ¢ paper and boxes on the floor and the paint on the walls was old and dirty Customer feedback Exercise 3, page 30 1 * poor access to the centres for people in wheelchairs * no signs outside with the opening hours and the centres don’t open at lunch-time and on Sundays The bureau could build ramps and widen the doorways to improve access. + The bureau could improve signs (signage) and extend opening hours. 11 English for International Tourism Pre Intermediate Answer Key Website evaluation Exercise 4, page 31 Suggested answers + Anew online service for people who want to book accommodation is a good idea. Online video tours are also a good service but could be expensive to produce. It is, however, possible that some people might find it hard to make bookings and find information online if they don’t know how to use a computer. + PDFs of maps and information reduce the cost of providing maps and leaflets as people can print them at home. + Interactive forums are also a good way to get feedback from users but there will be a cost involved in maintaining and monitoring the forum as well as responding to the comments. * Closing a centre and introducing digital kiosks means visitors lose the ‘human’ contact with the centres, and some staff could lose their jobs. It is also possible that some people might find it hard to operate the digital kiosks, or that people don’t get information and help when the kiosks are not working. Possible outcome Essential improvements (Low cost) Staff training: the centre managers to offer all staff training to improve the customer service in the centres. Training to include: * standard practice for answering the telephone * responding within 48 hours to all email enquiries + welcoming and helping visitors to the centre. Desirable improvements (Low cost) Website: add printable PDF versions of maps and information to the website. Essential improvements (High cost) Physical adaptations: it is essential for a public service to adapt all the centres for wheelchair and disabled access. This includes wider doors, ramps and disabled toilets. ANSWER KEY 4 PACKAGE TOURS Exercise 1, page 32 1 square —the others are (government) buildings 2. big wheel - the others are buildings; or perhaps concert hall because it isn’t an attraction 3 theatre — the others were built for kings and queens, or nobility. A country house in the UKis a large house in the countryside; especially one of historical interest — it is not a simple house in the country 4 bridge — the others are architectural features or parts of a historic building 5 Baroque —is a style of art and architecture from the late 16th and early 17th centuries; the others are (building) materials 6 the sixties —is a period of time but the others are all architectural or art styles Reading Exercise 2, page 32 Students’ own answers. Grammar Exercise 3, page 33 There are 11 verbs in the past simple tense in the text in Exercise 2. had, developed was built (past passive form), lasted weren't, died started, burnt, didn’t survive lived, was QRwna Exercise 4, page 33 1wasn’tWwas not 2was 3gave 4 rebuilt 5wasinvented Gopened 7read 8 broke Q9was 10 put Extra activity /t/ /a/ /1A/ workedarrived wanted helped cleaned needed looked organized recruited brushed served inspected talked trained booked 12 English for International Tourism Pre Intermediate Answer Key Professional skills Exercise 7, page 37 1 major cities 23-Q9days 3 special needs 4 Friday evening Sshorttour 6 all meals 7 short visits and all-day 8 extra charge 9 specialist knowledge 10 printed information Exercise 8, page 37 Students’ own answers. CASE STUDY DESIGN A PACKAGE Europa Cultural Tours Exercise 1, page 38 Suggested answers 1 Organization: The length of the tours seems fine and a variety of activities are included in the tours, although perhaps there is too much walking on the walking tour for older people. There are a lot of concerts, e.g. 12 in six days on the Danube Festival tour, so maybe visitors would like some more free time on that tour. There is no mention of tour guides so we don’t know if they are music specialists or not. 2 Products: Both tours are classical/cultural tours, e.g. with music lectures, so perhaps ECT could offer more popular or commercial package tours. The tours might be boring for younger people. 3 Price: Prices are very high, especially for The Danube Festival cruise option if you are single. The Salzburg summer festival at €3,980 pp also seems expensive for five days. Perhaps ECT could offer a three-star hotel instead of luxury accommodation for this tour. 4 Target market: It is a niche market. The tours are directed at people with an interest in classical music who are couples, singles and senior citizens (under 75s only). There is no mention of children or families, or people with mobility problems. ANSWER KEY Feedback from customers and employees Exercise 2, page 39 Criticisms: package tours are too expensive; the walking tour is too much for older people; some of the guides are not music experts; one of the guides left the visitors to smoke; the company should be more transparent about extra costs Recommendations: 6, 7 and 10 are mentioned by Speaker 2; 3 is mentioned by Speaker 3 The competition Exercise 3, page 39 1 The Sound of Music Bus Tour (most expensive option is €1,150 for five nights) 2 Austria’s Best Tours — The Sound of Music Bus Tour 3 RockHeavyFest is better value because the most expensive option is €850 for two people for five days, and it has more price options, which makes it easier to tailor to individual needs. 4 People interested in classical music and culture; couples, singles and senior citizens (under 75). 5 The Sound of Music Bus Tour caters for singles, couples and families, while RockHeavyFest caters for people on a budget who like rock music. Melody Tours may be successful because their holidays are less expensive than ECT, they include more price options and cater to a wider range of people. 15 English for International Tourism Pre Intermediate Answer Key Exercise 4, page 39 Possible outcome The Sound of Austria: a five-day musical package tour in Austria 5 HOTELS Reading Exercise 1, page 40 1 Accommodation: three-star accommodation . ; Pl in Salzburg 1 incorrect (The text mentions expansion but 2 Transport from Vienna to Salzburg and Saat are net enlewehh pote Le mee transfers in Salzburg demand, which is likely to be high in a 3 Concerts: one opera and two classical cape city.) PaneeenoRintalcineaita [conce reran ciel 2 incorrect (The text says luxury hotels offer a ey ‘inne with songs from The Sound similar service to the best hotels in the of Music. ea) 4 Optional excursions: 3 incorrect (Many of the cheaper hotels are + half-day river cruise with lunch; cost: €55 pp Coa Deke ney) (adults), €25 pp (children) 4 correct (Hotels are often booked up months * one-day tour of the film locations from The a aeance eerecaLy So eer Sound of Music; cost: €40 pp (adults), season. Also, visitors can get cheaper rates children half price if they book with a travel agent or online.) + half-day walking tour around Salzburg; cost: €18 pp Listening 5 Two tour guides: one with a background in classical music; another who is an expert Exercise 2, page 40 on The Sound of Music 1 Good morning! Welcome to the 6 Optional social activities: the musical Petrovskaya Hotel. How can | help you? dinner, river cruise with lunch and the 2 May | have your passport, please? walking tour 3 Thank you, Mr Perry. You have a 7 Optional post-tour: three-day tour of Vienna reservation for a double room for three including its opera house and elegant nights, is that correct? cafés; cost: €720 pp (includes two nights in 4 Could | have your credit card, please? three-star accommodation, half-board, one 5 Here is your key card. You are on the concert, tour guide and transfers). second floor and the room number is here. 8 Cost of The Sound of Austria tour: €1,280 6 Do you need any help with your luggage? pp (adults); children half-price (includes four 7 Enjoy your stay at the Petrovskaya Hotel, nights’ accommodation, breakfast and dinner, three concert tickets (adults and children aged over ten), tour guides and transfers). Mr Perry. Exercise 3, page 41 The receptionist doesn’t say the room number for security reasons. It’s common practice in many hotels not to say the room number e.g. so other people can’t charge food and drink to that room. Exercise 5, page 39 Students’ own presentations. Exercise 4, page 41 1 double room with balcony 2two 3No The receptionist tries to sell the guests breakfast but the man refuses, saying it sounds expensive. ANSWER KEY 16 English for International Tourism Pre Intermediate Answer Key Grammar Exercise 5, page 41 Suggested answers 1 Could | have your flight details, please? 2 Can/May/Could | have your credit card, please? Can/could you sign here? 3 Shall | order you a taxi? Shall | order a taxi for you? 4 Shall | charge the drinks to your room? Can/May/Could | have your room number, please? 5 Shall | reserve a table for you? 6 Can/May/Could | have your key card, please? Can | have your room number? ROOM WITHA VIEW Vocabulary Exercise 1, page 42 Hotel services and facilities: indoor swimming pool, 24-hour front desk, laundry service, express checkout kiosk, fitness centre Guest room facilities: in-room safe, iron, walk- in shower, cot/crib, hairdryer Exercise 2, page 42 1 shower gel 2soap 3 shampoo Ahandlotion Spillow 6 blanket 7 duvet 8 sheet Exercise 3, page 42 She mentions all the facilities except computer and secretarial support. Other services and facilities she mentions: 24-hour access to business centre; 24-hour room service; a movie channel Exercise 4, page 42 1 F-—She goes on holiday with her two children, and sometimes with her mother and the children. 2 T (She books a good-sized triple room.) 3 T (especially an outdoor pool and a kids’ club) 4 F-She uses the babysitting service if her mother goes on holiday with them. ANSWER KEY Reading Exercise 5, page 42 1 Changing demographics 2 My stay, my preferences 3 Guestroom technology 4 No extra costs Exercise 6, page 43 1book 2charge 3choose 4 overpriced Sorder 6 affordable Exercise 7, page 43 Conversation 1 is about room rates in the summer season. $95 — single room $115 — double room $140 — triple room $170 — family room (maximum four people) Conversation 2 is about service charges. €20 per person — shuttle from the airport €5 — bottle of water €6 per person — tourist tax Conversation 3 is about international phone numbers. 0006 — the number for Malaysia 3 the city code for Kuala Lumpur Speakin Exercise 8, page 43 Suggested answers 1 Mrand Mrs Jacobs + fitness centre with sauna and spa * swimming pool + health and beauty treatments + golf course * special weight-loss diet options Crooks Pharmaceuticals * conference facilities and lots of meeting rooms + secretarial and/or technical support + banqueting service * evening entertainment/socializing + hi-tech guestrooms with work desks 17 English for International Tourism Pre Intermediate Answer Key 1 REVIEW AND CONSOLIDATION Tourism statistics Exercise 1, page 48 How many —b How much — d What - e How long — c Where —-f Who-g How much —a NOONRWNA= Checking and Exercise 2, page 48 3 Could/Can 1How 2 spell Sat 6dot 4 repeat 7 havelconfirm/check 8 details Tourism jobs and sectors Exer e 3, page 48 Accommodation: concierge, front office manger, housekeeper Food and Beverage: executive chef, restaurant manager, waiter Transportation: driver, flight attendant, pilot Recreation: entertainer, shore excursion manager, tour guide Exercise 4, page 49 1 friendly 2entertaining 3 organized 4 efficient 5 outgoing 6 enthusiastic Present simple and present continuous Exercise 5, page 49 3book 4 make 5 provide 6am/'m exploring 7 am/m not sitting 8 am/'m visiting 1deal with 2suggest 9 finding 10am/’m meeting ANSWER KEY Tourist information Exercise 6, page 49 Across (brochure 2 excursion 8 sightseeing 9 attraction Down 1break 30opening 4 sights Sadvice 6 leaflet 7 event Comparatives and superlatives Exercise 7, page 50 1mostinteresting 2worst 3nearest 4faster 5more expensive 6 best 7cheaper 8coldest Qhigher 10 drier Exercise 8, page 50 1b 2f 3d 4h City tours Exercise 9, page 50 1c 2d 3f 4a Past simple Exercise 10, page 51 dwere 2came 3built 4had 5grew 6fell 7made S8became 9 began 10 took Package tours Exercise 11, page 51 Matching te 2c Text 1 information pack 2. city sightseeing tour 3 > UNESCO World Heritage site 4 entry tickets 5 6 3a 4f 5d 6b tour guide airport transfers 20 English for International Tourism Pre Intermediate Answer Key Modal verbs Exercise 12, page 51 1 Could/May/Can | see 2 Shall | order/call 3 Could/Can/Would you spell 4 Could/CanMWould you sign 5 How can! 6 Would you like Hotel facilities and services Exercise 13, page 51 1 Hotel facilities: 24-hour front desk, express check out kiosk, laundry service, swimming pool 2 Guest room facilities: blanket, fridge, iron, safe 3 Business facilities: meeting rooms, photocopier, printer/fax, secretarial support ANSWER KEY 6 FOOD & BEVERAGE Vocabula Exercise 1, page 52 1 f-mushroom (vegetable) 2 d-—prawn (shellfish or seafood) 3 a —lettuce (vegetable) 4 b-—egg (sometimes it’s in the protein/meat group or with dairy products) 5 c-—dessert (part of a meal) 6 e-garlic (herb) Possible additions to each category: 1 sardines, sole, monkfish, (sea) bass (also seafood and shellfish: prawn, squid, octopus, crab, lobster, scallops, oysters, mussels, clams, etc. 2. veal, rabbit, bacon, duck, mutton, goat 3 papaya, strawberries, plums, peaches, pears, tomatoes 4 mushrooms, lettuce, celery, sweetcorn, broccoli, spinach, green beans, courgettes/zucchini (AmE), aubergine/eggplant (AmE). ice cream, margarine spaghetti, crackers, cakes, flour an Exercise 2, page 52 1glass 2napkin/serviette 3fork 4knife 5 spoon 6plate Exercise 3, page 53 Danny works in a seafood restaurant as the front of house manager. Exercise 4, page 53 1servers 2covers 3 station 5tips 6 set 4 specials 7 front ofhouse 8 order Listening Exercise 5, page 53 They order a chicken baguette (with salad) and a cheese and tomato sandwich (on brown bread), one chicken and mushroom soup, a bottle of sparkling water, regular decaf coffee, a blueberry muffin and a chocolate brownie. They pay €15.50. 21 English for International Tourism Pre Intermediate Answer Key Exercise 6, page 53 1 take away 2 Would you like 3 extra fillings 4todrink 5 Regular 6 some desserts 7 homemade cakes 8together Q9separately 10 euros Exercise 7, page 53 1 C1Totake away. I'd like a chicken sandwich. 2 C1 OK, I'll have the baguette./C2 Sliced bread for me. Do you have brown bread? 3 C1 Yes, please. Can | have some salad in the baguette? 4 C1A bottle of sparkling water for me, please./C2 I'll have a coffee. Do you do decaf? 5 C2 Regular will be fine. 6 C1 Those do look appetizing. | think I'll have a blueberry muffin/C2 And me. No, make mine a chocolate brownie. C1 Together./C2 Separately. C1 Here you are. oN BIG EVENTS Exercise 1, page 54 Students’ own answers. Exercise 2, page 54 1 Sandra Kellerman says buffets are better for parties with thousands of guests because it gives guests immediate access to the food. 2 She says that it’s better to prepare some food in advance, but it’s also a good idea to prepare some food at the event which ensures that they don't run out of food but there is not too much waste. 3 She employs staff with a lot of experience of big events and she makes sure they have space to serve three guests at the same time. Exercise 3, page 54 1 business event 2 three thousand 3 buffet items 4 men 5 twelve staff on each drinks table ANSWER KEY Exercise 4, page 55 1 sit-down meal 2Action stations 3 Cutlery 4run out of Swaste 6 disposable Grammar Exercise 5, page 55 Countable (C): meal, prawn, sandwich, vegetable, omelette Uncountable (U): food, fruit, milk, salt Both (B): chocolate, coffee, potato Exercise 6, page 55 125 June 21,800 3 casual dinner buffet 4 golf club Exercise 7, page 55 1alotof 2some 3some 4many 5much 6alotof Zany 8much PROFESSIONAL SKILLS MEETING CUSTOMERS’ NEEDS SPECIAL DIETS Exercise 1, page 56 Refer students to the photos and elicit what they 1 c,d, f (Vegetarians do not eat any meat or fish.) 2. b, d, e (Not pasta which sometimes contains egg. Vegans do not eat anything that is produced from animals.) 3 a,c, d (Itis usually the sauce served with the pasta that is fattening, not the pasta itself.) 4 a,b,de 22 English for International Tourism Pre Intermediate Answer Key 7 NATURE TOURISM Listenin Exercise 2, page 60 Day two: Quepos Accommodation: small hetet jungle lodge Remember: Weil previdetowels. Bring a towel Day three: Quepos trekking horseback riding with a nature guide to Tocori Waterfall. kayaking along the coastline, seuba-diving- snorkelling Day four: Quepos walk in the forest to a lake river Grammar Exercise 3, page 60 + We're flying south to Quepos + we're staying in a small jungle lodge + you'll want to wear a bathing suit * we're heading north to the Rainmaker Conservation Project. Exercise 4, page 61 1treetops 2 Pacificcoast 3 boat safari A(very) close 5vwildlife 6 surfing Exercise 5, page 61 leaving/going to leave meeting/going to meet (only) spending/going to spend enjoy staying/going to stay transferring to/going to transfer to having/going to have join ONANEWNA=a Speaking Exercise 6, page 61 Students’ own answers. Exercise 7, page 61 Students’ own answers. ANSWER KEY KENYA Exercise 2, page 62 1savannah 2gamereserves 3 plains 6 coastline 4 coral reefs 5 shore(s) ‘Speaking Exercise 3, page 63 1 Victoria Falls: Height: 108 m Width: 1.7 km 2 Fish River Canyon: Length: 160 km Width: (up to) 27 km Depth: (almost) 550 m (in places) Exercise 4, page 63 height — high width — wide length —long depth — deep Exercise 5, page 63 Suggested answers Student A: 1 How many countries does the Sahara Desert cover? How high are the sand dunes? How long is the Red Sea Reef? How many species of fish are there? How high is Mount Kilimanjaro? Student B: 6 How high is Mount Kenya? 7 How many animals migrate in the Serengeti? 8 How many bird species are found in the Serengeti? 9 How long is Aldabra Atoll? 10 How wide is Aldabra Atoll? Answers in A/B texts. QRWN Exercise 6, page 63 Students’ own answers. 25 English for International Tourism Pre Intermediate Answer Key PROFESSIONAL SKILLS STRUCTURING A PRESENTATION Reading Exercise 1, page 64 Students’ own answers. Exercise 2, page 64 1 glaciers 2mountains 3area 4 nature Smarina 6 water Listening Exert e 3, page 64 1 ‘the land of a thousand lakes’/Mazury/Masuria (in northeastern Poland) traditional wooden lodges views sailing swimming safe children cycling bird-watching 0 entertainment 2aODMINAnNAWN Exercise 4, page 65 Suggested answers 1 10 km from the nearest village 2 There are phones in the main building but you can't use a mobile phone/cellphone in the forest. 3 It's unspoiled countryside; they offer local food/produce; there are no motorboats on the lake. 4 the European Association for Nature Tourism Exercise 5, page 65 Suggested answers 1 Yes. They can enjoy all the outdoor activities, e.g. canoeing, sailing, swimming and cycling, and they will probably like the barbecue and singing by the campfire at night. ANSWER KEY 2Yes. Some senior citizens may not be able to do all the outdoor activities if they need wheelchair access but they should enjoy gentle activities, e.g. cycling, walking, mushroom-picking and the musical entertainment. But the resort might not be suitable for very large coach tours as it’s a small lake and 10 km from the nearest village. 3 Yes. They can take part in corporate events, especially the team-building activities, e.g. sailing courses, archery competitions, horse- riding as well as singing by the campfire at night and musical entertainment. 4Yes. They would enjoy canoeing and swimming —there’s an area of the lake that's safe for swimming; and cycling, walking in the forest, etc. Exercise 6, page 65 a I'm Janusz Karpowicz from the northeast Poland Tourism Association. b We think it’s the most beautiful lakeland area in Europe. c Right, I'll be happy to take any questions now. d So why is the Masuria Paradise resort unique? One of the reasonsis ... e It’s the stunningly beautiful Masuria Paradise in northeast Poland. f Have you ever heard of the land of a thousand lakes? Professional skills Exercise 7, page 65 1a 2f 3d 4b Se 6c Speaking Exercise 8, page 65 Students’ own answers. 26 English for International Tourism Pre Intermediate Answer Key Exercise 9, page 65 Suggested answers + Hello everyone, I’m ... and today I’m going to talk about ... + Did you know that ...? + One of the best ways to experience ... isto + As you can see from these photos, we have some spectacular scenery in ... + Do you enjoy ...ing? If you love ..., come to + Finally, I'd like to tell you about ... + Please feel free to take a brochure/card at the end of the presentation. + Thank you for your attention. + (Do you have) Any questions?/I'll be happy to take any questions now. CASE STUDY BE COMPETITIVE Wero Nature Tours v. Manu Adventures Exercise 1, page 66 1 Wero Nature Tours offer outdoor activities like mountain biking, trampingfrekking and white-water rafting. 2 Manu specialize in extreme adventure sports and aerial sports, e.g. bungee jumping, tandem skydiving, hot air ballooning and flightseeing. 3 Students’ own answers. Exercise 2, page 67 Suggested answers 1 Wero perhaps offer the best value for money because they offer the cheapest activities, e.g. mountain biking, $25-$50; tramping, $25-$50. The Extreme Manu Experience is the most expensive at $995. a Tramping and perhaps mountain biking with Wero Nature Tours. Possibly Manu Adventure’s Snow Bird & Phoenix (flightseeing) Tour. b Total Kiwi Adrenalin and The Extreme Manu Experience are probably good options for corporate groups. Also the Snow Bird & Phoenix (flightseeing) Tour for older members in the group. Wero’s Nevis white- water rafting and the Kawarau River Tour ANSWER KEY are also suitable for corporate groups and aren't as expensive as Manu’s tours. ¢ Individuals interested in high-adrenalin experiences would like Total Kiwi Adrenalin and The Extreme Manu Experience. Customer feedback Exercise 3, page 67 1 Instructors: friendly, helpful Equipment: — Suggestions: more adventurous activities, e.g. bungee jumping, flightseeing Instructors: — Equipment: fine Suggestions: more extreme sports, e.g. jet boating, skurfing and SNUBA® diving; discounts for large groups 3 Instructors: friendly but not very enthusiastic Equipment: old, not safe Suggestions: price list should include additional insurance; would like exciting activities, e.g. glacier trekking, flightseeing, jet boating TASK Exercise 4, page 67 Possible outcome Three new packages for Wero Nature Tours; see also the Manu Adventures packages on pages 66-67 of the coursebook and the Writing bank on page 101: Wero Fast Water Fun: This is a 1-day adventure tour with water sports: white-water rafting, skurfing, and jet boating on Shotover river with our expert, friendly tour guides. It’s great fun for families, friends, and companies. $255* (transfers, lunch, guides and insurance included) Wero Air Adventures: This is a gentle 2-day experience for nature lovers. On Day 1 we go tramping in Fiordland National Park and we take you on our fantastic flightseeing tour. On Day 2 we go SNUBA ® diving and dolphin watching. For people of all levels of fitness. $595* (transfers, 1 night's accommodation, meals, guides, and insurance included) The Ultimate Wero Challenge: This is a challenging, 3-day package that includes extreme sports in the water, air and on ice. On 27 English for International Tourism Pre Intermediate Answer Key PROFESSIONAL SKILLS DEALING WITH DIFFICULT PASSENGERS Exercise 1, page 72 Suggested answers Personal qualities: empathetic; diplomatic; confident in dealing with difficult people. Passengers get angry about delayed or cancelled flights, lost, delayed or damaged luggage, etc. Exercise 2, page 72 Conversation 1: 1_ in the air 2 thereis anoisy group of passengers 3 noisy Conversation 2: 1_ in the air 2 apassenger is very worried about turbulence 3 nervous Conversation 3: 1 onthe ground, at the boarding gate 2 the passenger is angry because he has to check in his hand baggage and pay a fee of €45 3 possibly angry and rude, possibly demanding 4 Students’ own answers. The situation where the passenger gets angry and doesn't want to cooperate with the airline staff is probably the most stressful and difficult for the staff member to deal with. Exercise 3, page 72 1could you 2afraid 3won'tbe 4 Don’'tworry Srestassured 6 Excuse me 7 sorry but 8 charge ANSWER KEY Exercise 4, page 72 Suggested answers Conversation 1: By being friendly and polite the flight attendant was able to get the group to cooperate. Conversation 2: This flight attendant was more formal but her tone of voice was calm and professional and she was able to reassure the nervous passenger. Conversation 3: The ground staff member was initially very calm and polite but got more aggressive in response to the passenger's anger, so the negative emotions escalated. Professional skills Exercise 5, page 73 Empathize: Don't worry, it’s perfectly normal. Apologize: I'm afraid that suitcase is too big to take on board as hand baggage. I'm sorry but we'll have to check your bag in here at the boarding gate. Explain the situation: It's just that you are a big group and you're making a lot of noise. You see, we're descending into Madrid soon. We're just passing through an area of turbulence. Please rest assured everything is fine. Excuse me, sir. I'm afraid that suitcase is too big to take on board. Find a solution: You can send any comments and complaints via our web page. Speaking Exercise 7, page 73 Students’ own answers. Writing Exercise 8, page 73 1behalf 2for 3understand 4 sorry Sinconvenience 6 confidence 30 English for International Tourism Pre Intermediate Answer Key THE AIRPORT GAME 9 HOTEL Extra activity OPERATION S 1b 2c 3f 4a 5d Ge Readin Exercise 1, page 76 Students’ own answers. Exercise 2, page 76 An EHk is directly responsible for 2, 4 and 5. An EHK is also responsible for supervising the cleaning of rooms, the laundry, the ironing of uniforms, linen, etc. and the general maintenance of a hotel, and he/she may sometimes help staff with these tasks. Exercise 3, page 76 1b 2a 3e 4d 5c Vocabulary Exercise 4, page 77 1b 2d 3e 4f 5c Ga Grammar Exercise 5, page 77 Questions c, d and e. Exercise 6, page 77 1hastaken 2She’s 3trained 4Has Sironed 6 We've never cleaned 7hasn'tdone 8Have 9 made ANSWER KEY 31 English for International Tourism Pre Intermediate Answer Key Listening Exercise 7, page 77 Have you done all the rooms on the third floor yet? Could you go over those again, please? And have you checked the number of towels, linen and clothes hangers? Other possible questions: Have you worked as a housekeeper before? Have you cleaned the rooms/bathrooms/floors yet? Have you made the beds yet? Have you changed the bath towels and bed linen? Have you checked the bathroom items? Exercise 8, page 77 1third 2seven 3 floor 5 twenty 4 clothes hangers Speaking Suggested answers Student A: Have you ...? ... aired the pillows (yet)? ... counted the blankets in the wardrobes? ... had a coffee break (yet)? ... mopped all the floors (yet)? ... put out clean towels (yet)? ... removed any carpet stains? ... taken the dirty linen to the laundry? Student B: Have you ...? ... aired all the rooms (yet)? ... changed the sheets (yet)? ... cleaned the bathrooms (yet)? ... counted all the chairs on the balconies? ... done the rooms on the sixth floor? ... replaced the toiletries in the bathroom? ... taken out the rubbish (yet)? ANSWER KEY REFURBISHMENT Exercise 1, page 78 1 Hotels need to stay competitive. 2 Hotels want to increase room rates or the number of guest rooms. 3 Customers’ expectations, e.g. (younger) customers demand stylish design and/or better services. Exercise 2, page 78 1refreshment 2remodelling 3 five 4seven 5fittings 6 competitive 7upgrade S8guest floors 9 design 10 services Exercise 3, page 78 addition (thing) building (thing), builder (person) design (thing), designer (person) extension (thing) innovation (thing), innovator (person) upgrade (thing) Exercise 4, page 78 (refurbish 2innovation 3 furniture Aupgrading 5 extending 6 refurbishment 7 fittings Extra activity 1 refresh 2 refurbish 3 remodel4_ reopen 5 replace 6 restore Exercise 5, page 79 The Savoy is famous because it underwent one of the most ambitious restorations in British history. 32 English for International Tourism Pre Intermediate Answer Key Exercise 7, page 83 Writing model Dear Clean & Sheen, Thank you for your consultation this morning and for sending references and testimonials for your company. We have decided to contract your services for our clean-up operation next week at the Devonshire Sands Hotel. As agreed, the cleaning work will take three days, with two teams of four cleaners doing eight-hour shifts. Please send your employees to the hotel for Monday 25 March at 8 a.m. We also agreed on the following details: + Use of the pressure washing method for the hotel windows. + The presidential suite has antique furniture, so please do not use chemical agents for cleaning this suite. + Please take special care of the new stainless steel surfaces in the restaurant and bar. * Clean & Sheen cleaners will take ten- minute breaks after every two hours. The total cost of the operation will be $2,400 plus $100 for cleaning materials. | will supervise the cleaning myself and inspect the work on Wednesday 27 March at 5 p.m. Please do not hesitate to contact me if you have any questions. We look forward to meeting your cleaning staff next Monday. Regards, Emilio Méndez Hotel Manager Devonshire Hotel ANSWER KEY 10 MARKETING Reading Exercise 1, page 84 Students’ own answers. Exercise 2, page 84 1 a Countries have a Government Tourism Administration (GTA), or National Tourist Board, which promotes the country in offices abroad. b Convention and Visitors Bureaus (CVBs) — or Tourist Information Centres — are responsible for attracting national visitors. 2 Customers are divided into groups based on age, gender (male/female), lifestyle and economic status. 3 The main elements are: product, price, promotion and place. 4 Byusing people, e.g. travel agents or through social media and the internet. Vocabulary Exercise 3, page 85 Noun (person) Verb 1 promoter promote 2 communicator communicate 3 marketeer market 4 researcher research 5 advertiser advertise 6 campaigner campaign 7 sponsor sponsor 8 distributor distribute 35 English for International Tourism Pre Intermediate Answer Key Extra activity 1 promotion oOo/promoter oOo/promote 000 2 communication oOooo/communicator oOo00/communicate 0000 3 market (noun and verb) Oo/marketing Ooo/marketer Ooo 4 research (noun) Oo/researcher oOo/research (verb) oO 5 advertisement oOoo/advertising Oooo/advertiser Oooo/advertise Ooo 6 campaign oO/campaigner 000 7 sponsorship Ooo/sponsor (noun and verb) Oo 8 distribution ooOo/distributor oOoo/distribute 000 Listening Exercise 4, page 85 Suggested answers South Korea is in Asia, situated in the southern half of the Korean Peninsula. It is bordered by North Korea, by the Yellow Sea in the West and the East Sea (Sea of Japan). South Korea has many Chinese visitors (both tourists and business travellers), and Seoul, its capital city, is also popular with business travellers from all over the world. Exercise 5, page 85 1 works for a local tourist office 2 works for the marketing department ina four-star hotel in Seoul; discusses ideas for online promotions; produces marketing material and talks to hotel guests to encourage them to return (upselling) 3. works for an international marketing agency and the Tourist Board of South Korea; is devising a marketing campaign with anew slogan promoting South Korea Exercise 6, page 85 1 Speaker2 2Speaker1 3 Speaker 3 4 Speaker2 5Speaker3 6 Speaker 1 ANSWER KEY Speaking Exercise 7, page 85 Suggested answers 1 Alocal restaurant could offer a tasting, a ‘two-for-(the price of)-one’ offer at lunchtime, or early in the week, e.g. Mondays and Tuesdays, or for advanced bookings. It could also offer music on certain evenings of the week, an ‘eat-all- you-want’ menu at a fixed price, or a set menu at a fixed price. 2 Acity hall could/might promote a city by putting posters in subways/stations in another city, as well as on public transport and digital screens in shopping centres. It could launch a marketing campaign including TV and radio ads and online videos, or have a stand at a tourism trade fair or convention. 3 Ahotel chain could have pop-up ads or online advertising on travel and tourism websites, e.g. airlines and hotel booking websites. It might have print advertisements, e.g. in the business press and trade magazines aimed at business travellers. It could also target guests via mobile marketing and apps. 4 Alow-cost airline could have online promotions and special offers on its website, or via emails to passengers who have flown with them before, e.g. discounts for advanced bookings. TRENDS Readi Exercise 1, page 86 Students’ own answers. Exercise 2, page 86 1b 2a 3e 4f 5c Exercise 3, page 86 1b 2b 3b 4a 5a 6a Exercise 4, page 87 Students’ own answers. 36 English for International Tourism Pre Intermediate Answer Key Grammar Exercise 5, page 87 Students’ own answers. Exercise 6, page 87 1 If hotels charge for Wi-Fi and other hidden extras, they'll lose guests — especially business guests. 2. Airlines will probably continue to impose extra charges, e.g. baggage fees, charges for using toilets. 3 If travel for singles becomes more popular, companies will stop charging single supplements. 4 Travel professionals will come back into fashion because there is too much information available online and travel agents are there to help you. 5 General packages will give way to more specific, tailored packages. 6 Online information videos will become less popular because people can't access them at work, so information is going digital. Exercise 7, page 87 1charge 2’lllose 3 charge 4Awill probably 5do 6 becomes Twill stop 8 will go back Q9is 10have 11 won't be able Exercise 8, page 87 Answers are in audio script 10.3 on page 128. Possible additional sentences: If people fly less, they will find other ways to travel. If they find other ways to travel, airlines will be forced to lower their prices, If airlines lower their prices, more people will travel by air. If more people travel by air, airports will reopen. Exercise 9, page 87 Suggested answers 1_... he/she will complain about it on a social network and the hotel or destination will get bad press. 2... they won't attract visitors. If tourist boards don't attract enough visitors, the country will lose money. ANSWER KEY 3... luxury hotels will lose guests and they'll have to lower their prices. PROFESSIONAL SKILLS NEGOTIATING Reading Exercise 1, page 88 Students’ own answers. Exercise 2, page 88 1,2, 3, 5 and 8 are mentioned. Exercise 3, page 88 Option 2: The man negotiates 200 TRY fora kilim and two cushions. Exercise 4, page 89 The carpet dealer uses negotiating tactic 3, 4 and 8. The tourist uses negotiating tactic 6 and 7. Both of them may also use tactic 5 (studying body language) but we cannot tell this from what they say. Exercise 5, page 89 1 holiday rep 2 1,700 TRY, living accommodation, uniform, food allowance and one free flight home per year two flights home per year two loungers, one parasol four loungers for the price of three and two umbrellas for 22 TRY 6 14 TRY (no charge for the second umbrella) aw Professional skills Exercise 6, page 89 1 for loungers only 2 can give you 3 you'llneed 4won’tcharge 5 How does 6 special deal 37 English for International Tourism Pre Intermediate Answer Key Obligation Exercise 5, page 93 1should 2should 3 are allowed 4isallowed Shas 6don'thaveto 7 must 8must Qshould 10 must 11 shouldn't 12 must Air travel Exercise 6, page 93 Across 4arrivals 6gate 8flight 9calm 10 delay Down 1departures 2take-off 3land 5 security 7 baggage Present perfect Exercise 7, page 94 have you added 've (have) extended have you installed Have there been ‘s(has) redesigned ve (have) replaced made Have you renovated restored 10 ’s (has) bought 11 ’s (has) also put 12 Have you finished CAONAMAAWNH A= Hotel checkout 1help 2bill 3laundry 4records 5check 6mistake 7sorry 8 balance Qpaying 10enjoyed 11 assistance 12 staying Tourism marketing Exer e 9, page 94 1 promotion 2distribution 3 segments 4 products 5marketing 6 attract 7 research 8 Sponsorship 9 advertising/advertisements 10 promoted ANSWER KEY Making recommendations Exercise 10, page 95 1visit 2 ‘Il (will)see 3go0 4won'tsee 5goes 6 should alwaysbargain 7 visits 8won't see 9 ll (will) love 10’s (is) 11're (are) 12/ll (will) love Hotel refurbishment Exercise 11, page 95 4 Refurbishment: decorate, refresh, remodelling, renovation, upgrade 2 Furniture: armchair, bedside table, closet, desk, drawers 3. Fittings: anti-theft clothes hangers, bath- side LCD screen, electronic blinds, lighting, shower screen Negotiating Exercise 12, page 95 1c 2f 3d 4b 40 English for International Tourism Pre Intermediate Answer Key Photocopiable notes 1.1 1beverage 2Ilift 3vacation 4 attraction S accommodation 6cab 7 recreation 8bill Qreservation 10relatives 11 trip 12 conference 13 merchandise 14 destination ANSWER KEY a4