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1. What information about a hotel can you expect in a good brochure?

- The name of the hotel, - Category (hostel, 3-star hotel) - Location (the distance from the city center, beach, airport, rail stations (transport points); tourist attractions, places of interests) - Transportation (the means of transportation ho to get there and about local transport) - !eneral description (d"cor, architecture style of the building, general style) - #otel facilities (s imming pools, bar, gym, sauna ) - Types of rooms (single, double, suite) - $oom facilities (mini bar, air conditioning, terrace) - %rices and discounts (for children, students, season) - Target group (perfect place for students, pairs, seniors) - &ptional e'cursions and other sport and other acti(ities - )logans
2. Describe one luxurious hotel in detail

* +ao u brosuri da ga opisemo, opsti stil hotela, facilities, cil-na grupa (bas odred-eni hotel da opisemo).
3. Describe one unusual hotel in detail

* %re/entaci-a sa caso(a.
4. Facilities in a luxurious hotel

- 0ndoor1outdoor s imming pools, bar, sauna, restaurant, gym, sou(enir shop, par2ing, tennis and golf court,
5. What can be co ered by tra el insurance?

- 3efore he starts his trip, tra(eler is obliged to ta2e out insurance policy hich contains set of rules hen he can as2 to get his money bac2. #e can do that if he has to cut short his trip because of in-ury or illness; if his baggage is mislaid insurance company ill gi(e him some money for emergency purchases; if his -ourney may ha(e to be cancelled for reasons beyond his control; for loss of any personal property; if he is responsible for accidental in-ury to a third party; loss of personal money, tra(eler4s che5ues or tra(el tic2ets; for delayed flight1boat1train.
!. Features of the tra el brochure style

- )logans in titles and subtitles - Combination of positi(e ad-ecti(es and nouns (collocations) pictures5ue countryside, scenic dri(e, dramatic mountains, lush garden - 6a2ing suggestions or gi(ing ad(ice of hat to see and do (if you need rela'ation, if you are a sou(enir-hunting), plus target group or moods and needs of tra(eler - 0mperati(es (try, e'plore, disco(er, en-oy, don4t miss)

". #hrases used for ma$ing suggestions and recommending places in %ritten brochures

- 0f you need rela'ation ...; if you are a sou(enir-hunting . ; no trip to )erbia is complete ithout (isiting ; you can4t lea(e )erbia ithout trying our ; you shouldn4t miss to see ;
&. #hrases used for ma$ing suggestions and recommending places in spo$en language

- 0f 0 ere you 04d (isit 7da Ciganli-a; 0f you are a gourmet, hy don4t you spend an e(ening in a traditional )erbian restaurant; 0f you are loo2ing for something interesting, the place to go is the 6ilitary museum.
'. (ypes of accommodation

- #otel, motel, hostel, guest houses, apartments, mansion, stately home, family run, inn, manor house
1). *ttractions in a theme par$ and examples of different theme par$s

- $oler coster, carousel, bumper cars, enterprise, screaming s ing, pirate ship, helter s2elter, big heel, haunted house, hite 2nuc2le ride - 8uturistic par2, ater par2s, /oo and ild life par2s, amusement par2s, traditional theme par2 * 9isam sigurna da li treba o(a2o da se nabro-e ili 2on2retne par2o(e (:isney) i sl.
11. Describe one theme par$ in detail

* &(o nad-i na netu ne2i 2on2retan par2 0


12. #ersonal characteristics and s$ills of a good guide and a list of tas$s a guide usually has

- $esponsible, dedicated, on time, friendly, respectful, noticing things about others, diplomatic, 2no ledgeable, e'pressi(e, dynamic, calm, self-confident, cheerful - #e pro(ides first aid in emergency cases and cares about illnesses, or pro(ides some basic medicines; 6a2es sure the itinerary runs smoothly and that e(erybody is on time; !i(es informati(e and interesting commentary on a place; Communicates ith a hotel, restaurants on routes and ith local guides, and informs them about the times of the arri(al and departure of the particular group; !i(es ad(ice on restaurants, shops, e'change offices, optional e'cursions, attractions, local e(ents and local transportations; !i(es arnings; %romoter of the country he comes from
13. What are the $ey elements of a good guide+s speech? What are the phrases used? ,o% should a guide ad-ust the sight.seeing to his/her audience?

- !uide4s commentary should be interesting, li(ely, and enthusiastic. - &n your right is; &n your left is; 0n front of you is; ;e are no passing; <ou can no see..; 7s you ill see; * &(o trece nemam.

14. (ypes of promotion in tourism and ho% suitable these are for hotels/airlines/theme. par$s/festi als/insurance?

- #otels, ;eb-sites, T=, commission to selling agents, - Children4s par2, T= commercial, leaflets, billboards, 0nternet, press-conference - 7irlines, T=, 0nternet * :odati o(de a2o ima -os, meni samo o(o pise ali -e malo.
15. Fi e stages of selling a pac$age tour successfully

>. 8irst impressions count ?. 0dentify the needs of the prospecti(e client 3. )ales staff ill point out the rele(ant features of tra(el pac2ages and their ad(antages @. Closing the sale the client ma2es a commitment of some 2ind; stay in contact A. +eep up some form of post-sale contact in a different ays * Te't u staro- 2n-i/i na >A?. str.
1!. (ypes of holidays and types of special interest holidays

- <oga holiday, spa holiday, bird atching, safari, fitness holiday, language learning, shopping tours, coo2ing holiday, cycling holiday * &(o su samo special interest holidays
1". 0e% trends in tourism in general

- 7ppearance of ne mar2ets and destinations, some countries become more popular, ne types of holidays, ne festi(als, sustainable tourism ith lo -rise hotels and rene able sources of energy, climate influence
1&. (ourism in 1erbia since the 1econd World War

- 0n >BCD ED4s, 0nbound, ne hotels, +opaoni2, Tara and =rn-ac2a 3an-a ere de(eloped, the raise of number of tourists in 3elgrade. &utbound, our tourists ent to ;est Furope, 9orth 7frica, and business tourism. - 0nstability of >BBD4s, almost no tourists in )erbia. - Today, pri(ate o ner hotels, foreign tourists, eco (illages (farm stay), ne festi(als, ne destinations (Glatibor, 6eca(ni2). &ur people mainly go to !reece and Tur2ey. 9e a5ua-par2s, old high-rise hotels are refurbished and sold to foreign pri(ate o ners. 8oreign tourists come to 3elgrade; spa tourism is not de(eloped as it should be.
1'. (he ad antages and disad antages tourism brings to a country

H Tourism is a main source of income to de(eloping countries. ;hen tourists come to these countries, they usually spend foreign currency. 0ncrease of the tourist arri(al also ill create thousands of -ob and business opportunity for the local peoples. 9e and better infrastructure.

- Tourism causes pollution and en(ironmental damages because of ne buildings, cultural degradation,
2). 1ustainable tourism . basic rules

hotels and

- Ising resources sustainably - $educing o(er-consumption and aste - 6aintaining di(ersity - 0ntegrating tourism into planning - )upporting local economies - 0n(ol(ing local communities - Consulting sta2eholders and the public - Training staff - 6ar2eting tourism responsibly - Inderta2ing research J To ta2e care of nature1en(ironment, economy and people. * I staro- 2n-i/i na >E>. str. -e o(o nabro-ano.
21. #ositi e impact of tourism on nature2 culture and economy

- &n nature, helps promote conser(ation of ildlife and natural resources such as rain forest; helps generate funding for maintaining animal preser(es and marine par2s through entrance charges and guide fees; it can reduce pollution, use of green energy; pro(ide the guidelines about trash, promote the use of public transport; tourism can raise a areness of en(ironmental problem. - Culture, Tourism can help preser(ation of cultural heritage by pro(iding money necessary for this (through ta'es, entrance fees, campaigns); some customs or crafts may be preser(ed because they are popular ith tourists, but ould disappear other ise. - Fconomy, Tourism creates -obs, tourist may buy local food, sou(enirs and other products; infrastructure may de(elop because of tourism hich can also boost other branches of economy; building ne hotels can bring profit to construction industry and furniture industry.
22. 0egati e impact of tourism on nature2 culture and economy

- &n nature, o(eruse of ater and electricity; pollution (air traffic, rented cars, rubbish, use of shampoos and detergents); shore erosion; erosion of footpaths; cruise ships damage delicate sea bottom life ith their anchors; some species of animals or plants are disturbed or destroyed by tourists. - Culture, disturb local people; distort local culture; primiti(e customs may be preser(ed for the sa2e of tourism; places of cultural interest may be damaged1destroyed because of hotels1infrastructure; dates of festi(als and other e(ents can be shifted because of high season; disrespect1misunderstanding of culture; the change of profession of local people. - Fconomy, The cost of building ne infrastructure usually falls on the go(ernment, so it has to come out of ta' re(enues. Kobs created by tourism are often seasonal and poorly paid, yet tourism can push up local property prices and the cost of goods and ser(ices.

6oney generated by tourism does not al ays benefit the local community, as some of it lea2s out to huge international companies, such as hotel chains. :estinations dependent on tourism can be ad(ersely affected by e(ents such as terrorism, natural disasters and economic recession.
23. ,o% to be a responsible hotel o%ner

- Ising green energy; choosing a suitable site that ill not harm nature; limit the use of ater (laundry, pools); ta2e care of garbage, ater cleaning system, aste disposal. Train and than employ local people; buy local food1furniture1decorations; sell local sou(enirs. %ay attention on a site of the hotel; gi(e guidelines about local culture (customs, language; e'cursions here guests can meet locals and their life).
24. ,o% to be a responsible tour operator

- #e chooses accommodation, choose hotels that cares about sustainability, do business ith small local hotels; monitor1limit the number of tourists; - %ro(ides a tour rep; train tour reps so that he1she may pro(ides guidelines or ad(ice on en(ironmentally-friendly beha(ior or put it on a eb-site; limit paper editions of their brochures; cooperates ith local organi/ations; - &rgani/e e'cursions here tourists meet locals.
25. ,o% to be a responsible tra eler

- To be a are of nature (garbage); don4t 2ill animals or harm plants; don4t use shampoo (e'cept en(ironmentally-friendly); don4t set the forest on fire; use public transport, not rented car; buy local food, sou(enirs; respect holy places, religious customs; respect patriotism; respect language
2!. 3etters of en4uiry2 their structure and phrases used

- The letter of in5uiry is a letter information.

here you as2 about something and you re5uest some

- 8irst paragraph, 0dentify yourself and, if appropriate, your position, and your institution or firm. - )econd par, 3riefly e'plain hy you are riting and ho you ill use the re5uested information. &ffer to 2eep the response confidential if such an offer seems reasonable. - Third par, List the specific information you need. <ou can phrase your re5uests as 5uestions or as a list of specific items of information. 0n either case, ma2e each item clear and discrete. - 8ourth par, Conclude your letter by offering your reader some incenti(e for responding. - %hrases, Than2 you for your letter of 6arch ?3, ?D>3. 0n reply to your letter of 0 am sending you . 0f you ha(e any further 5uestions please do not hesitate to contact me. 0 am riting to en5uire about

0 am interested in 0 ould be grateful if you could send me the latest brochure1the details about 0 loo2 for ard to hearing from you soon.
2". 5o ering letters2 their structure and phrases used

- 7 co(ering letter or moti(ation letter is a letter of introducing attached to resume or C=. - #eader, senderLs address and other information, the recipientLs contact information, and the date sent after either the senderLs or the recipientLs address. - &pening paragraph, 0ndicate the position you apply for and the ay you ha(e learned about the (acancy. (In reply to the advertisement of 20 Feb. 2013 in Politika I would apply for the position of the receptionist in) - )econd par, your bac2ground and attitude to -ob. ( I have recently graduated from the ollege of !ourism" #elgrade and I am eager to gain work e$perience.) - Third par, indicate hat you ha(e enclosed. (Please find enclosed my % and a letter of recommendation&the copy of my diploma.) - Last par, indicate that you are loo2ing for ard to hearing from them. ( !hank you very much for your consideration. I look forward to receiving your reply.) - Fnd the letter1mail ith, <ours faithfully1yours sincerely, * )to -e italic su phrases
2&. Definition of tourism and the brea$.up of tourists2 main purposes of isit

- Tourism are the acti(ities of persons tra(elling to, and staying in, places outside their normal en(ironment for not more than one consecuti(e year for purposes such as leisure or business. * 3rea2-up of tourist nemam - 6ain purposes of (isit are, holiday, business, (isiting friends and family, pilgrimage, leisure and recreation. * Listening 3 u no(o- 2ni/i na >>C. str., ta2o -e ona re2la ali se ne nala/i s(e sto -e o(de na(edeno.
2'. (he influence of economic and social factors2 technology and politics on tourism

- )ocial, connected ith e'pectations of society, + freer to tra(el on your o n, - tradition girls are forbidden to tra(el alone. - Technology, ? ays of influence, > transportation (ne types of trains, plains), ? 0nternet (mar2eting, boo2ing system re(olutioni/ed, computers and mobile phones). - %olitics, (aries ays, 9egati(e in communism decline of pilgrimages; politics can decrease number of tourists; problem to obtain (isas; economic crisis; disposable income if there is no disposable income than there is no tourism. %ositi(e politics may increase number of tourists; in communism monuments in +ragu-e(ac instead of churches; didn4t care about old buildings so they stayed intact.

* Te't )ummer holiday u no(o- 2n-i/i na ?D. str.


3). (elephoning language2 examples of different situations

- 7ns ering the phone - 0ntroducing yourself - 7s2ing to spea2 ith someone - Connecting someone - 6a2ing special re5uests - Ta2ing a message for someone - Lea(ing a message ith someone - Confirming information - 8inishing a con(ersation * 0 ono sto -e ona da(ala na casu /a le2ci-u Telephoning.
31. 6oo$ing procedure . the tas$s of a tra el agent

>. &nce the client has signed the boo2ing form, you must collect the appropriate deposit payment. 0f the client pays in cash or by che5ue, you should issue a receipt according to office procedure and than for ard this payment to the tour operator concerned. ?. 0t is important for the client to ta2e out insurance. 0f the tour operator4s insurance is chosen, ma2e sure the boo2ing form is correctly completed and then add the premium to the deposit. 3. &nce the boo2ing form has been signed, it should be sent to the tour operator immediately. ;hen the tour operator recei(es the boo2ing form, all the details such as flight reser(ations or hotel rooms ill be confirmed. * &(o -e i/ te'ta 3oo2ing procedure u no(o- 2n-i/i na 3@. str, ali pro(erite da li -e to toM
32. (our operator+s responsibilities2 hotel contracting

- deciding ho many holidays to sell each season and the resorts1countries to use - (isiting resorts to ascertain accommodation 5uality and suitability - liaising ith coach operators, airlines, hoteliers and resort reps - agreeing ser(ice le(els, contracts and costs - confirming customer names ith airlines1hotels - collecting, e(aluating and responding (as appropriate) to customer feedbac2 - using mar2et research information to guide decisions - producing brochures and 0nternet-based information - pro(iding pricing information - mar2eting holidays to clients (ia tra(el agents, ebsites, brochures and tele(ision ad(ertising - handling boo2ings, in(oicing and issuing of tic2ets - predicting profits or number of boo2ings. * &(o -e sa neta a ima i u staro- 2n-i/i na @3. str.

- #otel contracting, >. 3riefing couriers, inspecting hotel noticeborads to ma2e sure material is ell displayed. ?. 3artering for room rates; increases in room allocations, upgrades, added e'tras ( ine, fruit, flo ers), impro(ed child reductions, long-stay deals and contributions to ards ad(ertising. 3. 7nother ay of getting a better deal from hoteliers is to introduce a ne section to the brochure hich promotes a top hotel in each resort, and use this as a bargaining tool, or gi(e out a ards to tempt them to gi(e better discounts. * &(o -e i/ te'ta u no(o- 2n-i/i #otel contracting na 3N. str.