English In TourismChinese GardensChapter 1 Practical Communicaton Skills In Travel IndustryUnit 1Qualities of Staff in the Travel IndustryQ1:What is the travel industry?-------Q1:----It’s a service or hospitality industry to promote people-to-people understanding and earn hard currency.Q2:What’s the meaning of multidisciplinary nature of services?Q2:-----enhance the sense of responsibility, to study the new problems with the new theories,to handle the things with correct principles, to keep the healthy mindQ3:What qualities should the people who work in tourism industry have?Q3----psychological quality of balance and stability; strong ability of social negotiation and communication; reliable,modest, concentrated, sympathetic personality,good appearance------As a staff in travel industry, She must.:Serve the tourists heart and soulResists the harmful effects from different parts of the world conscientiously.Observe discipline and abide by the law conscientiouslyFoster good tourist professional moralityHave relatively good linguistic trainingHave broad cultural knowledgeHave graceful bearing---------that means they must make up.Master common service knowledge and skillsHave rather strong abilities of recognition and communication with otherHave abilities to deal with the unexpected thingHave good psychological quality-------that means neither be intoxicated with self-satisfaction , nor disappointed to the coming misunderstanding,complaints, grievances,even the retaliation.Unit 2Skills of ReceptionI.Aim:Make Ss understand which manners a guide should have ,and how to behave.II.Difficulties and Importances:When introducing, ladies or gentlmen,who rising hands first?& inpublic ,if people always need to stand to shake hands with those who is introduced ?& Telephone Manners &dinning mannersIII.Teaching procedure:Step1:As a guide, what manners do you think she or he should have ?(Ss answer it)Step 2:Introduce the regulations about introductions:1.A man is always introduced to a woman2. A young person is always introduce to an older person3. A less important person is always introduce to a more important person.(complicated-------if hard to judge who’s more important,your companies should be introduced to others.)Step 3:Shaking hands :1.a woman should offer her hands first.2.a person should offer hand to the person who is introduced to3.adults offer their hands to children first.Step 4: rising or not ?1.A man should rise when a woman comes into a room for the first time and remain standing until she is seated or leaves the viinity.2.a woman receving a male client in her office may remain seated(risingfor a much older woman)3.In a restaurant, when a woman greets a man in passing,he need merely makes gesture of rising slightly and nodding.---------unless she pauses to speak for a moment, he rises fully and introduces her to others at his table.)4.in a family, both the host and hostess shoul rise to greet each guest.Members in famly should riseas a guest enters the room.------child can sit chatting till the guest introduced to her&him ,they should instantly stand up )5. in public, a woman keeps sitting ,when being introduced to sb at a distance.,nor need she rise when shaking hands with anyong,unless the person is much older,very prominent,or is someone with whom she wants to go on talking.Step5:indoors or out, ladies first?1.Over rough ground, he walks besides her and offers his hand if sheneeds assistance.2.He steps ahead of her to open a car door when she enters it.3.He gets out first and holds the door for her when they arrive,unless shedoesn’t want to wait.4.He precedes her down a steep or slippery stairway.5.He makes the gesture of stepping into a boat first.or off a bus first, tobe ready to help her, unless she prefers that he not do so.6.He steps into a revolving door that is not already moving ahead of awoman,but she precedes him through one that is already moving.7.When getting off an elevator,if in a crowded elevator, whoever isnearest the door gets off first. If not crowded, lady first.Step6: dinning manners(P16----19)Step7:Telephone Manners (action)A. Caller’s manners:Situation 1: To a maid or secretarySituation 2:To a childSituation 3: you recognize the voiceSituation 4:The person you are calling answersB.receiver’s mannersSituation 5:Make a phone call about a party on Sat.eveningSituation 6:Handling a wrong number /a troublesome /obscene call Situation 7: the person being called is inSituation 8:The person being called is on another line /isn’t in Welcome speechIt is made up of three essential parts namely , the salutaion, the body of the speech,and the concluding remarks .Often a greeting ,a brief self –introduction can be included.Think of etiquette not as a strict set of rules, but as a code of behavior, based on kindness and consideration.Farewell speechIt is made up of three essential parts namely , the salutaion, the body of the speech,and the concluding remarksWelcome speech &farewell speech are divided into two kinds,one is formal,another is informal.IV: Homework :Write a welcome speech and farewell speech, each in 150---200 words, and hand in it next week.Unit 3 Hotel1.Classification of the hotels2.Major departments of a hotel3.The marketing for hotelAccording to the target market, size , location ,facilities or ownership, hotels can be classified into different typesTarget market:commercial, tourist and resort propertiesLocation:City center hotels , suburban hotels, resort hotelsSize:Small hotels (<100 rooms), medium sized hotels (100>*<200), large hotels (>200 rooms) Facilities:Full-service hotel, budget hotels,self-catering hotelsOwners:The use of the name of a well-known hotel groupThe benefits of bulk purchasingThe benefits of group marketingInitial and possible subsequent assistance in the setting up and management of operational systems The classifications of the departments or divisions of a hotel are divided by the service offered into Revenue centers and support centersMajor/primary revenue centers:Room division food & beverageGuest telephones laundry/dry cleaningRecreational facilitiesBusiness centersSupport centers:Sale & marketingAccountingEngineeringSecurityPersonnel & trainingThe front office department( shop window/nerve center)Reserv ations,register guests, assign rooms, distribute baggage, store guests’ valuables,provide information, deliver mail & messages , exchange foreign currencies , check room occupancies , check guests out and so on .The main function of the front office department is to support and facilitate guest transactions and services.•pre-arrival•arrival•occupancy•departure•Reservations•Check-in & registration•Mail & information•Uniformed service & baggage handling•Telephone calls & messages•Handling guest accounts•Check-out & bill settlementReception•The reception manager•The reception supervisor•Senior receptionists & receptionistsMaximum revenue&the highest levelof roomoccupancyThe smooth runningof the front deskEach shift of the staff /assigning rooms to guests/Group arrivals /immediate problems or queriesConcierge----- uniformed staff•Head concierge----- opening car door/greeting new arrivals/giving directions /calling taxis •Doorman---- baggage handling for both arriving & departing guests•Concierge & bell staff----running errands / take messagesfor both the hotel staff and the guests/ carry bags to & from rooms /keep the lobby area clear,neat & tidyThe housekeeping department------the backbone of the hotelExecutive housekeeperAssistantsRoom attendants & housemenWake-up service,room service, laundry service , shoeshine service ,baby-sitting service and otherthings for the guests.The food & beverage service------major factor in the hotel operationThe marketing for hotelThe selling conceptFactory -- existing products--- selling &promoting -- profits through sales volumeThe marketing conceptMarket--- customer needs--- integrated marketing---Profits through customer satisfactionUnit 4 Reception in the travel agencyThe travel agency provides suppliers with a link to the public.The range of services of a travel agency includes:Reservation capabilities; travel counseling , itinerary development; travel documents; visas, and certifications; mailing or delivery of travel documents; billing and analysis of travel costs; special services related to travel( tickets for entainment shows, transfers, giveaways, complimentary services);individual client services; post-sale follow-upsThe bottom line of a travel agency is to sell travel products.1.General knowledge of geography , time zones , equipment differences such as aircraft type, differences in service standard by country or suppliers, routings, travel regulations.2.Specific knowledge of reservation procedures,fare construction , fare regulations , ticketing procedured,supplier rules (regarding baggage and denied boarding ) ,reputation of travel suppliers, and conditions at destinations.3.be creative in meeting clients’ needs and develop interpersonal skills todeal with clients of different personalities and persuasionsThree basic needs :SafetyReliability of an accurate information by being an expert Knowledgeable in schedules , routings, lodging, currency, prices, regulations, destinations and all other aspects of travel opportunities. Market researchThe tourist market focuses on existing and potential tourists.Market segmentation:a heterogeneous group of buyers or potential buyers can be divided into more homogeneous groups with relatively similar needs for productsPurpose of travel as criterion:1.relaxation and physical recreation2.sightseeing tours3.Visiting friends and relatives.4. Business travelThe design and exploitation of travel productsTravel products’ characteristics:Intangibility, simultanious pr oduction and consumption,perishability, parity,complementarity,and variabilityThe characteristics create a certain level of interdependence between suppliers and customers, and their interaction shapes the travel experience.The quality of products means :conformance to a predetermined standard based on price and value to the intended market.There are three components underlying quality: design quality; consistent performance;fitness of designThe qualities of a good agency manager:1. Ability to delegate and to control For maximum effectiveness , authority must be based on the strength of personal qualifications and not on the strength of position.2. The ability to make everyone in the office accountable for every duty performed .3. Be an expert on updating information and maintaining a flow of current information through all staff sectionsUnit 5 TransportationGeneral introduction to transportationAt the airportRoad transportation in tourismWater carriers in tourism1. What did the tourism begin with ? And when ?Tourism began with the building of the railroads in the 19th century. The first tour in the modern sense was organized by Thomas Cook in England in 1841.2.Which one has been the fastest growing means of long- distancetransportation ?Why?The largest growth of international tourism has taken place since the introduction of passenger jet airliners which make traveling faster, less expensive and more comfortable.3.What are the most significant distinctions in transport ?Between public and private, inland and international, air and surface ,and of course, between the various modes.4.Which one has high safety record ?-------Train5.Which one has become the main modes of transportation in tourism ?-------- Bus6.What facilities are there int the terminal building ?Immigration, customs, baggage areas, ticket and reservation desks ,rooms, shops , restaurants, and other facilities for the travellers’comfort.7. How many kinds of baggage are there on airlines ?Three: baggage/ luggage; checked baggage; unaccompanied baggage8. How many types of journey are there ?Four: One-way trip; round trip; circle trip; open-jaw trip9.How many types of flights are there ?Four: *nonstop servicewith no scheduled stopover en route.* Direct or through service with one of more intermediate stops en route,while the passenger remains aboard the same plane.*connecting flight with an on-line connection, the passenger changes airplanes, but remains on the same airline.* Stopover flight ,the passengers request a deliberate interruption of a trip at some intermediate point for 12 or more hours.10.Does every passenger can receive same type of service ?Why or why not?Depends on where they sit in the cabin of the plane .11. What is one of the most significant developments in travel transport ? Rental car/ provides flexibility- the freedom to go almost anywhere at any time, and to stop and stay as one pleases.12. How does a car-rental firm work ?In-town,suburban or at airports13. What conditions does a car-rental client have ?Why?A valid driver’s license ; at least 18years old; a major credit card /put down a cash deposit equal to the expected rental amount plus a specified percentage ; personally responsible14. What is the reason of ferry boat service not affected greatly by the airtraffic?Ferry routes tend to be short and comparatively inexpensive. And ferries often operate on routes that are poorly served by air; some destinations are only accessible by ferry.Imperial gardens*Private gardensMonastic GaedensImperial-----( The Summer Palace)in north Chinaprivate-----(Suzhou gardens )in south of the Yangtze River.-------- Linnan style gardens in the Pear River Delta.Monastic------over ChinaCharacteristics:Imperial gardens:buildings are opulent; extensive use of yellow glazed tiles, purple-red walls, white marble balustrade,ornate wood,stone and metal carvings, gilding, lacquering, painting and inlayings show the extravagance;grand and imperatorial .Private gardens:Compact and delicate are their characteristics.they were built within a limited area to achieve a seemingly endless variety of scenes, and through the use of furniture, poems, inscribed tablets and couplets to create poetic atmosphereMonastic gardens:Everywhere in the famous mountains and places.And monastic gardens always locate with lots of restirants and recreational buildings in downtown area,where officials or rich people usually go to burn joss sticks and worship conveniently.First stageYuan (园）For the rulers to enjoy themselves and hunt animals(spring & autumn period)Second stageFor the rulers’amusement parksafter Qin & Han dynasties/ during Han Dynasty of 4hundred years,Chinese Gardens laid the basic foundation for the art of Chinese Gardens , which included the concepts of building gardens and the engineering technology.Such as Janzhang Palace and TaiyePond.It is in the Taiye Pond that there were 3rockery islets,named Penglai, Fangzhang and Yinzhou----- three Taoist islands on which Taoist immortals were said to live.Elements in the gardenHills, waters, buildings and plantsAesthetic concept:A garden’s overall scenery, though constructed by artisans, should look like being formed by nature.----humanbeings unite with the universe.Culture of garden :Hills are valued for their veins and waters for their sources. Man of wisdom takes delight in waters; man of benevolence is delighted with mountains.Plants give the garden a natural touch as well as to add depth to the garden scenery.----Three coldweather friends—Mei flower,pine and bambooThird stage Monastary Gardens1.During Wei and Jin dynasties(206B.C—220A.D)Buddhism prevailed throughout our country: ―Famous mountains under heaven are usually occupied by monks‖.2. In the Yuan Dynasty , the layout of gardens in South China greatly improved .3.The art of Chinese gardens matured in the Tang & Song dynasties..4. The Ming & Qing dynasties have been regarded as the golden age in garden construction.5.In early 1980’s chinese gardens went abroad.Chinese Traditional Culture1.Beijing OperaOriginated in Beijing 2 hundred years ago.On basis of Anhui opera and Hubei opera, and absorbing the strong points of Kun opera and Shanxi opera,it came into being.It has one thousand traditional plays among which 300 ones are constantly performed.Its featured style is that costumes , performing techniques of singing , dialogue, acting and acrobatics.Each character role in Peking Opera has its own face chart.2.Chinese Calligraphy and paintingChinese calligraphy :Zhuanshu, Lishu, Kaishu, Xingshu and Caoshu.Zhuanshu:sealscript. It refers to jiaguwen----Dazhuan.Xiaozhuan is a standardized script. All the later scripts have developed on the basis of this one. Lishu: official script.-----vigorous and unrestrained style; the structures have more changes. Kaishu:regular or model script.Xingshu: running script. Caoshu: cursive script.Four treasures in study: brushes , ink, inkslabs, xuan paper and pigments.*Xuan paper----- sized paper , unsized paper*Ink---inkstick( oil ash, pine ash, lacquer ash)*Brush---- six kinds of hair to make brushes: horse’s mane, rabbit hair, weasel hair, mixture of weasel and goat hair, goat hair and rat hair*Inkslab----antigue and treasured item*Pigments-----water, mineral. (2)Chinese Painting:Three categories----landscape, figure and bird-and flowers.Art form: xieyi school(painting the feeling)Gongbi school( meticulous brush-work)Western painters stress a true-to-life approach,while Chinese painters stress painters’ feeling and the blank spaces .Pigments: water and mineral.Water:flower blue,umber (红棕色），rattan yellow(藤黄）and rouge.（胭脂红）Mineral pigments have colors of mineralgreen,azurite(铜蓝）and cinnabar（朱砂红）3.Chinese Cuisine, Wine and TeaChinese Cuisine----- ranked among the world’s bestColor, fragrance, taste, form and nutrition of food; the technique of cutting and temperature control.5000 different local cooking styles in China.The most popular cookings are those of Sichuan, Guangdong, Shandong and Jiangsu.They may be sub-divided into eight: Shandong, Hunan, Sichuan, Fujian, Guangdong, Jiangsu,Zhejiang and Anhui cuisine.1.Guangdong cuisine: exquisite, taste and tenderness. Eating all kinds of birds,animals, worms and snakes.Dragon and Tiger Locked in Battle is the most famouse snake dish.2.Beijing cuisine: is much influenced by the cuisine of Forbidden City, the minorities and Shandong. Oily,salty and spicyBeijing Roast Duck Bear’s paws,Birds neat, Shark’s fin, Mutton Hot Pot3. Sichuan cuisine:popular, fiery dishesSmoked Duck with Green Tea Flavour,Hot sauce4. Shandong cuisine: original flavour ,taste without being greasy, crispness and tendernessFried Yellow- River Carp in Sweet-Sour Sauce,Dezhou braised Chicken5. Jiangsu cuisine:light seasoning,less ingredients,and slightly sweat taste.Begger’s Chicken, Steamed Hilsa HerringChinese WineMaotai Liquor-----2100 years , in the town of Maotai in the northwestern part of Renhuai county,Guizhou Province.(sorghum & wheat)Fen Liquor ---1500 years , in the Apricot Blossom Village in Fenyang County of Shanxi Province.(barley& peas)Bamboo-Leaf Green Liquor----is made by immersing bamboo leaves and dozen of medicinal herbs in Fen Liquor.It can improve health and cure diseases such as heart trouble, high blood pressure and arthritis.Shaoxing Wine----- 2000 years.---one of the best and mildest intoxicants. It has won several gold medals in the international fairs since 1920s.Chinese Tea:Six major types: green tea, black tea, oolong tea, white tea, scented tea and tea lumps.Green tea---the longest historyand varieties.Longjin Tea, Maofeng Tea , Yinzhen Teaand Yunwu TeaBlack tea----renowned the world over.,thoroughly fermented.Oolong tea--- the freshness of green tea andd the fragrance of black tea---- the most precious. White tea is as white as silver.Silver Needle and White Peony are the famous varieties.Scented tea---smells of flowers---- green tea be scented with flowers.Tea lumps---black tea or green tea is pressed into brick, cake or ball shaps .onious color.4.Chinese Arts and Crafts7000 years or more.3000B.C.----1500B.C.--- potted wares and jade carvings18thB.C.---12thB. C. ---bronze castingThe principal decorative arts in China:Pottery, jade carving, metalwork, lacquerware, furniture design and textilesJade carving---18th B.C. ---- jadeite, nephrite---differ in both chemical composition and crystalline structure.Both jadestone types may be white or colorless, but colors such as red, green , and gray may occur owing to the presence of iron, chromium(铬）and so on .jadeite of an emerald-greenhue is highly prized variety.Nowadays the centers of jade carving in China are in Suzhou, Xi’an and ShanghaiPottery glazes were developed in China before the end of the 2nd millennium BC, and porcelain was developed by the 6th century AD, more than 1000 years before its discovery in Europe.In more than 2000 years ago bronze vessels weremainly used on occasions for ceremonial, religious, or funerary purpose.4. Lacquerware----Zhou dynasty (1111B. C. ---255B. C.)----lacquer served for the decoration of carriages, harnesses, bows and arrows,etc.Today the best lacquerware is made in Yangzhou , Jiangsu.Cloisonne---- 5th A.D.----the making of enamels.2.The Cloisonne（景泰蓝）----Tang dynasty(618—907)--- the art of cloisonne is called Jingtai Blue because the craftsmanshi reached its high level in the reign of Jingtai in the Ming Dynasty. Embroidery--- Guangdong, Sichuan, Hunan and Su zhou3. Embroidery---2000years----four schoolsGuangdong , Sichuan , Hunan and SuzhouSuzhou-style embroidery has the characteristics of fineness, smoothness ,subdued and harm5. special Souvenirs1. Snuff bottle2. Ivory3. Carpet4. Kites5. Silver and gold inlaid jewelry6.Dough sculpture7.batik8.silk products9. rattanSkills and Techniques of Tour Guiding1.Narration in a matter-of-fact mannerTo narrate sth succinctly according to its order, logical organization and the relationship between cause and result is called narration in a matter-of-fact manner.Its purpose is to introduce the place or scenery in brief,clear and straightforward language to visitors.Liulichang Cultural Street ------the Antique Shops StreetThere is an ancient street of culture in Beijing called Liulichang Cultural Street. The street has a long history. Early in the Y uan Dynasty (1271-1368), the government began to build kilns of glazed tiles, kilning colored tiles for the use of imperial families, hence the name of Liulichang.During the reign of Emperor Qianlong (1736-1795) in the Qing Dynasty, there were more than thirty bookstores there and some shops for other trades, such as curios, drawing paper, calligraphy mounting pictures and the four treasures of study.After 1949, and especially in recent years, the government has attached great importance to the development of Liulichang.Through the reorganization and merger of shops, Liulichang still remains as attractive as it was before.2.Introduction with a focus on key eventsIn order to deepen tourists’ impressions of the place ,the characteristics of the scenic spots and features that are different from others are introduced. For instance, in introducing Xian to visitors,a capital city of 11 dynasties in history; more than 2000 years history; Silk Road started from here;the Terra-Cotta Warriors and Horses of Qin; the Big wild Goose Pagoda and the Small Wild Goose Pagoda ,Tumulus of Qinshihuangdi ;Lotus Flower Garden and many others are the key events to be introduced. Apart from that, seven ancient capitals in China can be mentioned to help visitors understand of China, such as ,Beijing, Luoyang, Kaifeng,Anyang,Nanjing ,Xian and Hangzhou.3.A section-by-section explanatory introductionA very brief account of the place the visitors are going to should be given in advance so that the visitors can have a rough idea of the place before visiting the place in person.Palace Museum---Forbidden CityTime and dynasty when it was built, the area it covers, the layout of the museum, the key halls,the use of the Palace and the important cultural articles in the Palace.4.Introduction spurred by beautiful sceneryIt is initiated by a beautiful scene. Introducing in this manner makes the introduction natural, vivid, impressive and convincing.5.Question-and-answer introductionThis type of introduction avoids the danger of falling into soliloquy. A tour Guide should make the most of questions and answers in his introduction to mobilize the listeners’ initiative and enliven the atmosphere as well as exchange ideas with visitors.(question-raising/ question-answering)To a Greek tourist :do you know how many people are there in Beijing ?---If you know the population of greece, you know the population of Beijing.----Beijing has a population of more than ten million.(The tricky statement would definitely make tourists burst into laughter.)bination of factual information with abstract reasoningIn the process of explanation, the tour Guide should occasionally introduce some historical stories, folk legends or customs, as they are called.That means ,the tour guide should introduce the beauty of the place or the attraction of the scenery in very vivid language, or again by adding some legendary stories to attract visitors.The Forbidden City occupies an area of 720,000 square metres and a construction area of 150,000 square metres. It is tremendously large but was not only for the Emperor himself. It was in reality a city within a city. A legend is that the Jade Emperor in Imperial Palace of Heaven possesses 10,000 rooms ,so the Emperor while on earth was not allowed to own more than that number of rooms. That’s why there are 9,999.5 rooms in the Forbidden City.7.Traced analogy between two eventsUsing comparison to introduce sth new by mentioning it in connection to sth familiar is called the method of tracing analogy between two events.(同类比拟法）Such as forbidden City----- the White House in the United States of America/Buckingham Palace in EnglandThe Great Wall----- the Greek Guardian City8.Lecture on specific topicsBefore the tourists visit some certain place, the tour guide should give some systematic lectures on some specific topics.9.Suspension-creation methodIt means that the tour guide occasionally raises some provocative questions to arouse tourists’ interest.For example,when visiting the forest of towers ,after introduction of history,legend and beautiful scenary,the guide can ask tourists to count the number of the towers.10.Elicitation with no explanationTo achieve an even better result, the tour Guide can provide tourists with some cues or hints, and can let them see and judge by themselves before giving them the correct answer.11.Leading someone to a fascinating vistaThe tour guide should try his or her best to create an artistic conception from time to time to help establish an association and to better enjoy the real beauty of a scene.for instance, when visiting Taihu lake,the stone of Lake Tai is characterized by its transparency, wrinkles, leakage, and thinness.(皱、漏、瘦、透)If the tour guide poured one bucket of water from the stone, the water would come down along its crevices as if a group of dragons were spitting water from their mouths; if a fire were made under the stone, the smoke would come up through its numerous holes as if a group of dragons were spitting smoke upward simultaneously.12.The giving of a crucial touch to a pictureThe tour Guide should point out the most essential magnificence or importance of a matter and thereby help tourists appreciate its mystery.Many other visitors kneeling and burning incense,a question should be asked by the tour guide: Why are they burning incense, why praying ?‖By burning incense, prayers can get in touch with the god in heaven, because when the smoke is floating upward, the prayers float with it and the god can hear their praying. This is the means by which prayers on earth can pass as massages to the god. This is the secret of burning incense. Said with solid judgment--- 言之有理Argued with illustrative examples 言之有物Supported with evidence 言之有据Reasoned with feeling 言之有情Expressed with vitality 言之有趣Expanded by humour 言之有神。
