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(共18张PPT)
Unit 15 Travel Agency and Regular Service
Teaching Plan: 6 Periods
Teaching objectives:
To know the basic knowledge and major characteristics of travel service
To get to know basic knowledge about regular service
To master English forms and vocabulary commonly used in travel service
To cultivate main abilities to meet foreign guests and professional competence
教学时数：6学时
教学目标：
掌握有关旅行社业务的基本知识及其主要特点
了解旅行社常规服务的基本知识
掌握在旅行社服务中常用的英语表达形式及词汇
培养主要旅游活动的涉外接待能力和相应的职业素养
Unit 15
Teaching Steps
Step 1: Warming up
Step 2: Dialogues
Step 3 Sample Dialogue
Step 4: Text
Step 5: Grammar
Step 6: Writing
Unit 15
Step 1: Warming up
Match the picture and the description, and talk about the pictures with your partner.
HKCTS
YTS
CITS
CTS
Unit 15
Step 2 Dialogues : Useful expressions
One way trip or round trip
What’s the fare please
Economy fare for one way trip from New York to Shanghai is $800.
Do I have to confirm my plane reservation
When do I have to check in
I’d like to book a double room for Tuesday next week.
A double room with a front view is $140 per night, one with a rear view is $115 dollars per night.
I’d like to book a single room with bath from the afternoon of Nov 10 to the morning of Nov. 12.
The current rate is $50 per night.
By the way, a quiet room away from the street is preferred.
Unit 15
Step 3: Sample Dialogue A Room Reservation
Dialogue A Room Reservation
B: Tourist A: receptionist
A: Advance Reservation. Can I help you
B: Yes, I’d like to book a single room with a bath from the afternoon of Sept.10 to the morning of Sept. 14.
A: Yes, we do have a single room available for those dates.
B: What is the rate, please
A: The current rate is 120 yuan per night.
B: What service comes with that
A: For 120 yuan you’ll have a color TV, a telephone and a China Daily to your room everyday.
B: Very good. Could you tell me your name, sir, please
A: Yes, it’s Robert Smith.
A: What about your telephone number
B: 0531-87633933. By the way, I’d like a quiet room away from the street if it is possible.
A: OK. We’ll manage your a reservation as soon as possible. We look forward to your visit.
B: Thank you and good-bye.
A: Good-bye.
Unit 15
Step 3: Sample Dialogue B Booking flight ticket
A: travel agent B: tourist
A: Leisure Travel Agency. May I help you
B:Yes, I’d like to make a plane reservation to Shanhai.
A: Your name, please.
B: Li Fang. I’d like to leave on Oct 6th.
A: Let me see what’s available… yes. Air China has a flight on Oct 6th at 8:30 am.
B: Good. I’ll need an economy ticket.
A: One way trip or round trip
B: One way trip. What’s the fare please
A: Economy fare for one way trip from Jinan to Shanghai is 640 yuan.
B: I see. Is my ticket confirmed
A: Yes, your seat is confirmed on that flight. Please arrive at the airport one hour before departure.
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Step 4: Text
Main points of the text:
A travel agency is a retail business that sells travel related products and services to customers on behalf of suppliers such as airlines, car rentals, cruise lines, hotels, railways, sightseeing tours and package holidays that combine several products.
As the name implies, a travel agency's main function is to act as an agent, that is to say, selling travel products and services on behalf of a supplier.
In some countries, airlines have stopped giving commission to travel agencies.
Other commercial operations are undertaken, especially by the larger chains. Other commercial operations are undertaken, especially by the larger chains.
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Step 4 Text
Analysis of the Text:
A travel agency is a retail business that sells travel related products and services to customers on behalf of suppliers such as airlines, car rentals, cruise lines, hotels, railways, sightseeing tours and package holidays that combine several products.
package holiday: 全包价旅游
The package holiday is in danger of dying out, as nearly half of us (42 percent) now favour DIY trips abroad, choosing to book our flights and accommodation separately.
度假打包产品正濒临消亡：近半数（42%）的人现在喜爱自助出国旅行，选择分别预订机票和住宿。
Unit 15
Analysis of the Text :
In some countries, airlines have stopped giving commission to travel agencies.
Commission: n. 佣金；委托；授权
He also got a commission for bringing in new clients.
他还因为带来了很多新客户拿到一笔佣金。
Unit 15
Analysis of the Text:
In addition to dealing with ordinary tourists most travel agencies have a separate department devoted to making travel arrangements for business travelers and some travel agencies specialize in commercial and business travel only.
Devoted to:将……奉献给；把……专用于
It's an historical question, as I say, and I want to devote the rest of the lecture to it.
这是一个历史问题，正如我刚刚说的，我会用剩下的时间讲讲这个问题。
Unit 15
I. Exercises: Answer the following questions
1.What is a travel agency
2.What service and product can a travel agency offer
3.Why does a travel agency not keep a stock in hand
4.What is the main function of a travel agency
5.How does a travel agency get profit by selling flight tickets
6.How to become travel consultants with the many people switching to self-service internet websites
II.Make a summary of the text with the help of answers to Exercise 1.
Unit 15
Step 6 Writing Dealing with complaint
The tour leader is handling the complaint by writing a letter to Crown Hotel
manager Mr. Steven. The following is a complaining letter. Please fill in the
blanks with the information given in the dialogue.
Unit 15
Use the following to reply to the complaint
Thank you for bringing this matter to our attention.
We are very sorry to hear that…
Please accept our apologies for…
Please be assured that we will…
Your satisfaction is our priority.
Please find enclosed voucher for…
Mr.Steven
Manager
Customer Relations Dept
Crown Hotel
28 Luoyuan Street
Jinan, Shandong
Dear sir,
I’m writing to complain the service acting on behalf of CITS Shandong and our customers Mr. and Mrs. Black. We feel the hotel service is substandard.
Firstly____________,
secondly ________.
I have tried to contact the customer relations department but to no avail.
We’ll be pleased to have your amiable settlement as soon as possible.
Yours faithfully,
Tom Smith
Translation
中国旅行社三亚分社 ， 拥有一支经验丰富的管理者和熟练掌握各种语言的翻译导游队伍。 旅行社为旅游者提供食、住、行、游、购、娱等全方位服务。 中国旅行社三亚分社当前开展业务涉及到会议接待，会展策划，旅游度假，高尔夫旅游，海南参团环岛游，三亚一日游，酒店预订，家庭旅馆预订，婚纱摄影预订，游艇游轮预订，租车包车自驾游，自助游等。 经过多年努力，公司现已发展成为出境部、票务部、市场部、会展中心以及多个外地办事处为中外游客服务等7个部门，60多名员工，专职导游13位，常用导游100多位。年接待旅客达12000人。承办旅游咨询、护照、签证、国际国内机票等有关业务。
Unit 15
Answer to translation for reference
China International Travel Service Sanya Branch, with a group of experienced managers and excellent tour guides in various foreign languages ,offers a package of services including accommodation, food, transportation, sightseeing, shopping and entertainment. It has business in convention tour , exhibition planning, holiday tour, Golf tour, Hainan Island tour, Sanya one-day tour, hotel reservation, family hotel reservation, wedding photo reservation, yacht and cruise reservation, car rental and self –catering tour .
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. After years’ of hard work, the company has developed into seven departments such as Outbound Travel Dept., Ticket Dept., Marketing Dept., Convention Center etc. as well as a number of field offices. With over 60 employees , 13 full time guides and over 100 part-time guides, its annual tourists reaches to 12,000 annually. The company also engages in such business as travel inquiries, passport, visa and international or domestic flight tickets .

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