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Basic English for tourism: listening and speaking skills

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BASIC ENGLISH FOR TOURISM:
LISTENING AND SPEAKING SKILLS
Damaris Caravaca Mendoza
Merlyn Gutiérrez Cruz
Aurora Hernández Ulate
Jorge Manuel Luna Ángulo
Jenny Rodríguez Rodríguez
Didier Villarreal Obando
Universidad
428 Nacional, Campus Nicoya, Guanacaste, Costa Rica
U5884b
Phone: Universidad
2562-6200 Nacional.
/ Fax: Centro Mesoamericano
2686-6262 de
/ email: [email protected]
Desarrollo Sostenible del Trópico Seco (CEMEDE)
PO BOX 86-3000,
Basic English for tourism: listening and speaking skills
/ Didier Villarreal Obando…[et al]. – 1 ed. – Guanacaste,
UniversidadC.R.
Nacional
: CEMEDE, de2014.
Costa Rica.
Sede Regional57 Chorotega,
p. ; 21 X 13Campus Nicoya.
cm.
BASIC ENGLISH FOR978-9968-638-14-2
ISBN: TOURISM:
LISTENING AND SPEAKING SKILLS
1. English – Teaching. 2. English – Textbook. I. Villarreal
Editorial Commission
PhD. Olga Chaves Carballo,
Universidad Nacional de Costa
Rica M.Ed. Lucía Villanueva Monge,
Universidad Nacional de Costa Rica
M.A. Yorleny Espinoza Jiménez
Universidad Nacional de Costa
Rica

The English manual entitled: Basic English for Tourism: Listening and
Speaking Skills was designed by the group of the outreach project
“Fomento de los Estándares de Calidad de las Empresas de Turismo
Rural Comunitario de Colorado de Abangares”, integrated by faculty
members:

M.B.A. Damaris Caravaca Mendoza, Coordinadora

M.Sc. Merlyn Gutiérrez Cruz
Dra. Aurora Hernández Ulate
M.Sc. Jorge Manuel Luna Angulo
M.Sc. Didier Villarreal Obando
M.Sc. Jenny Rodríguez Rodríguez

Las interpretaciones expresadas en esta obra colectiva son de

exclusiva responsabilidad de los(as) autores(as). Todas las fotografías
utilizadas en el texto pertenecen a los autores.

Diseño y diagramación: Jade Diseños & Soluciones, www.jadecr.com

De conformidad con la Ley Nº 6683 de Derechos de Autor y Derechos

Conexos es prohibida la reproducción de esta publicación en cualquier forma
o medio, electrónico o mecánico, incluyendo el FOTOCOPIADO, grabadoras
sonoras y otros.
BASIC ENGLISH FOR TOURISM:
LISTENING AND SPEAKING SKILLS
Damaris Caravaca Mendoza
Merlyn Gutiérrez Cruz
Aurora Hernández Ulate
Jorge Manuel Luna Ángulo
Jenny Rodríguez Rodríguez
Didier Villarreal Obando
Content
Presentation.............................................7
Introduction..............................................9
Chapter 1: Customer Service......................................10
Lesson 1. How do you do?....................................................11
Lesson 2. Hello, can I help you?..............................................14
Lesson 3. I am terribly sorry!......................................................................17
Lesson 4. My favorite Place...................................................20
Lesson 5. Services in my Hometown............................................................24

Chapter 2: Tourism Sector............................28

Lesson 1. Tourism Sector in Costa Rica.........................................................29
Lesson 2. Types of Tourism in our Country...............................................31
Lesson 3. Colorado as a Tourist Destination............................................33
Lesson 4. Sightseeing in Town................................................36
Lesson 5. Discovering Tourism in Colorado.....................................................39

Chapter 3: Hospitality...............................................42
Lesson 1. Choosing the Right Hotel........................................43
Lesson 2. Booking a Room...................................................46
Lesson 3. Hotel Services and Facilities....................................48
Lesson 4. Ordering Food in a Hotel Restaurant..............................................50
Lesson 5. Dealing with Hotel Complaints................................53

Answer Key..........................................56
Chapter 1. Customer Service..............................................................57
Chapter 2. Tourism Sector....................................................60
Chapter 3. Hospitality.........................................................63

Transcripts...............................................68
Presentation
The textbook entitled Basic English for Tourism: Listening and Speaking Skills is a product of
the project called Fomento de los Estándares de Calidad de las Empresas de Turismo Rural de la
Comunidad de Colorado de Abangares. This is an outreach project of Universidad Nacional de
Costa
Rica, financed with FUNDER funds; its main objective is to improve the local economy of Colorado´s
inhabitants and organize them within the framework of sustainable development in rural tourism.

The Basic English for Tourism book is a guided textbook intended to teach necessary skills in
listening and speaking to the participants in this project and it has served as a cornerstone of
the training courses offered in the community. It includes three different chapters as follow:
Customer Service, Tourism Sector and Hospitality.

-7-
Introduction
Welcome to Basic English for Tourism, a basic listening and speaking skills textbook designed
for English language learners who need to acquire specific vocabulary from their field of work.
This textbook engages students in a variety of listening, vocabulary and speaking activities to be
successful in their daily work environment.

This textbook is structured around highly- demanded areas of their work activities such as
customer service, tourism sector and hospitality. The content areas are organized from the basic
foundation of the English language to more complex structures of English. As the chapter
progresses, students recycle and extend their knowledge by focusing on listening and
speaking skills so that learners can acquire the target language.

This textbook leads students from level A1 to level A2, according to CEFR (Common
European Framework of Reference for Languages).

Features of Basic English Skills

1. Listening skills
The listening sections are chosen from a variety of authentic sources to engage learners and
teacher to develop opportunities for conversation and discussion.

Teaching tip: Allow the students time to assimilate new vocabulary and expressions related to the
theme in the audio, then ask them to identify key items to complete the tasks. The audio listening
exercises are appropriate to their English level.

2. Vocabulary skills
The vocabulary section introduces the key items of vocabulary that are relevant to develop
each topic, and provide written and oral practice with them items.

Teaching tip: Read the information in the box. Allow time for the students to follow the instructions
and ask them to work in pairs or individually.

3. Speaking skills
This section provides learners with an extensive and guided speaking activity on the theme of each
lesson. Learners are encouraged to work in pairs or groups so that they do not feel frustrated and
can give each other feedback during their learning process.

Teaching tip: Teachers have to provide learners with plenty of time and enough learning opportunities to
expose them to real life situations.

-9-
Chapter 1

Customer Service
Lesson 1: How do you do?

Listening text: Giving personal information.

Speaking skills focus: Introducing people.
Listening skills focus: Listening for specific information. Vocabulary:Using new vocabulary related to the topic.

Introduction to the topic

Join a partner: Match the pictures with words below.

a. Model b. Dog trainers c. Tour guide

d. Student e. Photographer f. Receptionist

1. She is a 2. She is

3. They are 4. He is a

5. He is a 6. She is a

-11-
 Listening practice
Listen to the speakers and check ( ) the boxes.

Sofia Carlos Roberto Natasha

She is 12 years He is married. He plays basketball. She is a singer.
old. She is a chef. He studies to become He lives in Colorado. She works in a
a mechanic. hotel.

Vocabulary: useful expressions

How can I help you?
May I help you?
Thanks
Let me help you, sir.
Certainly
Hello
Just a moment.
Would you like me to...?
Oh, I am sorry.

Pair work.
Complete the following conversation with the missing words from the previous exercise.

Conversation
At the tourist information office.

Clerk: , my name is Luis.

Customer: . I just need to get a taxi to the airport.
Clerk: , I will be with you in a moment.
Customer: Thanks.

Listening text
Join a partner: Practice saying these expressions aloud.

• Can I help you?

• May I help you?
• Here you are.
• Sure, no problem!
• You are right.
• Have a nice stay.
• Thank you very much!

-12-
Conversations
Listen carefully to the each of the conversations below. Join a partner and practice them aloud.
Speaking practice
At the Bank At the Hotel

Sally: Good morning. May I help you? Receptionist: Hello, sir. I am Patricia. Welcome to Las
Customer: Yes, I need to cash this check. Brisas Hotel. Can I help you?
Sally: May I have your passport, sir? Mr. Hans: Yes, I have a reservation for two nights.
Customer: Here you are. Receptionist: May I have your voucher?
Sally: Thanks. Would you please sign your name here? Mr. Hans: Let me find it. Oh, here it is.
Customer: Sure, no problem! Receptionist: You are right. Would you like a room on
the ground or on the second floor?
Mr. Hans: The ground sounds perfect to me.
Receptionist: Here is your room key, number 21, next to
the pool. The bellboy will show you the way. Have a nice
stay.
Mr. Hans: Thank you very much.

Join a partner. Pick one of the following situations and perform it in front of the class:

Student A: You are the clerk of a bank. Greet the customer and help him or her. Be polite.
Student B: You are a customer in a bank. Ask for help to transfer some money.

-13-
 Lesson 2. Hello, can I help you?

Listening text:Asking to communicate with someone. Speaking skills focus: Asking and giving information on the ph
Vocabulary:Using new vocabulary related to the topic.

Introduction to the topic

Brenda is a receptionist in an office in Costa Rica. Notice how she answers the phone. Then, practice
the pronunciation with a partner.

Brenda: Office Centro Colon, Brenda speaking. How can I help you?

Customer: This is Mr. Brown speaking, may I speak to Luisa Olivares?

Brenda: Just a moment! She is at a meeting right now. May I take your the message?

Customer: Yes, thanks. Could you ask her to call me back, please?

Vocabulary: useful expressions

Work with a partner: Complete the dialogue with the expressions from the box.

Can I leave him a message?

Could you spell your last name?
Can I help you?
I’m afraid he’s in a meeting.
Could you hold on?

-14-
Dialogue: A Phone Call
At the Lane Company

Secretary: Good morning, Lane Company, Miss Brown speaking. ?

Who’s speaking?
Client: Good morning, this is Mr. Johnny Hernández. May I speak with the manager?
Secretary: Just a moment, , please?

some minutes later...

Secretary: Thank you for holding. right now.

Client: , please?
Secretary: Certainly, sir.
Client: Please, tell him to call Mr. Hernández back, from Los Veleros Hotel as soon as
possi- ble. My phone number is 2622-51-02
Secretary: Excuse me, , please?
Client: Sure, it is H- E- R-N- A- N-D- E-Z
Secretary: H- E- R-N- A- N-D- E-Z. My pleasure!
Client: Thank you, bye!
Secretary: You’re welcome, bye!

Listening practice
Listen to the conversations and fill out the message forms.

Encanto Beach Resort Hotel Brisas Restaurant

MESSAGE FORM
MESSAGE FORM Date:At: Caller´s name:
Date:At: Caller´sphonenumber: ext:
Message
Caller´s name: Caller´s phone number:ext: Message :call backchange : call back change ap- pointment
appointment did not want to leav
did not want to leave a message To: Receptionist:At:
To:
Receptionist:At:

-
 Vocabulary: Working with unknown words
Join a partner. Discuss with a partner the steps to follow in order to answer a phone call in a front
desk. Number them from 1 to 6.
1 Reply the client´s question and provide further information about the company.
Begin the phone conversation with a greeting.
We must say the company and the speaker’s names.
Say bye.
Listen to the client´s question carefully.
Make sure the customer is satisfied.
Encanto Beach Resort Hotel

MESSAGE FORM
Date:at:
Caller´s name: Caller´s phone number:ext: Message :call backchange appointment
did not want to leave a message
To:
Receptionist:At:

Speaking practice

For each of the phone conversations below choose a partner. Each of you take a different role in
Conversation 1 and in Conversation 2.

Situation 1:
Student A is a very polite receptionist at ABC Motors and student B is a client who leaves a
message for Ms. Vermont, the manager of the company.

Situation 2:
Student A is Mr.Wilson calling from 202 34 56 78 and wants to contact Ms. Vermont. He leaves her
a message to cancel an appoinment they have tomorrow. Student B pretend to be her personal
assistant and takes the message for her.

-
 Lesson 3. I am terribly sorry!
Listening text: Speaking skills
Identifying
focus:main
Listening
ideas.skills
Expressing
focus: apologies.
Vocabulary:
Recognizing unknown vocabulary.
Using new vocabulary related to the topic.

Introduction to the topic

Join a partner: Match the sentences from with their corresponding pictures from 1. to 5.

a. The customer was overcharged.

b. She received a wrong order.
c. The clerk did not listen to the customer.
d. The order was delayed.
e. The sales clerk is too busy.

1 2

3 4
5

-
 Listening practice

Listen carefully to your teacher saying the following expressions and questions.
Circle the one you hear.

1. He is here already. Could/Would you open the door?

2. She does not answer the phone. Would/Could you like to hold the line?
3. The manager is not in the office. Could/Would you like to leave her a message?
4. This coffee is too hot. Would/Could you put some ice in it?

Listening text. Listen to two people talking about complaints. Are they polite or
impolite? Practice it with a partner.

Clerk: Hello sir, What can I do for you?

Customer: Thanks, I just need to change my ticket.
Clerk: What seems to be the problem?
Customer: I can´t take the 2 pm bus to San José.
Clerk: Sure, no problem. Well, is the 3 o´clock bus fine?
Customer: Oh, that will be wonderful!
Clerk: Let me take care of that, sir.
Customer: Thank you so much.

Useful expressions
How may I help you?
Thanks.
Let me take care of that.
Thanks so much.
That will be wonderful!

Vocabulary practice: working with unknown words.

Read the given sentneces carefully and complete them with the missing words or expressions from
the box.

a. Come b. Good idea c. Take care of d. Problem e.Thanks

1. There seems to be a with our television.

2. Let me that problem right away.
3. Let me check with the waiter if he can to your room.
4. a lot for all your help.
5. It is a to make sure everything is fine.

-
 Speaking practice
Work with a partner. Choose one of the situations below. Then present it in front of the class.
Use the expressions provided.

Situations
• Your business does not accept credit card
• You got a wrong order
• The bill is not right
• The service is too slow

Use these expressions:

I am sorry to hear that… Let me take care of it.
That is too bad!
This won´t happen again!

-
 Lesson 4. My Favorite Place
Listening text: Identifying new vocabulary.
Speaking skills focus: Describing goods and services. Listening skills focus: Recognizing familiar words
Vocabulary:Using new vocabulary related to the topic.

Introduction to the topic

Match the vocabulary with the pictures below.

a. Gas station d. Post office g. Bus station

b. Hospital e. High School h. Church
c. Airport f. Restaurant

1 2 3

4 5 6

7 8

-
-
 Listening practice

Listen to the dialogue and complete it with the missing words.

a. Country b. Restaurant c. Town
d. Places e. Neighborhood f. Dance clubs

A: Betty, is there good a karaoke bar in your ?

B: Yes, there’s an excellent one on the other side of the . It’s my favorite one!

A: Are there other such as a nice too?

B: Sorry, I don’t know.

A: Well, there is a good to eat and watch the popular match between the best teams
of the (Heredia and Alajuela).

VOCABULARY: Recognizing vocabulary related to the topic.

A. See the pictures below and write the correct word about places in the community. Write
the names of the corresponding places in the blanks.

1 2 3

4 5 6

-
 7 8 9

10

B. Look at the pictures in exercise A and then write the number in the appropriate blank.

a. I can order some delicious food in this place.

b. People can buy a juice here.
c. I can buy medicine.
d. I can get information about bus service.
e. I can mail a letter in this place.
f. People can get a haircut here.
g. People can buy a cake here.
h. I can cash money here.
i. I can ask people for help.
j. I can get a doctor´s checkup.

-
SPEAKING PRACTICE
A. Look for a partner and talk about your town. Use the vocabulary from the boxes. Use the fol-
lowing questions to guide the conversation.

Expressions:
There is Are there?
There are Sorry, I don’t know.
There isn´t I am not sure but
There aren´t I think….
Is there? Of course there is one

1) What is it like? (big, small, beautiful, crowded)

2) Is it a hot place or is it cool?
3) Are there beaches, or mountains? (how many)
4) Is it safe or dangerous?
5) Is it noisy or quiet? Do people respect privacy?

B. Work in pairs: Draw a map of your town and tell each other where the most important places
in my hometown are located. Be sure to use the vocabulary studied before. and the one in the box
(Prepositions).

Prepositions:
OnBehind
Next toBetween
NearOn the corner of
Close toForward
Across fromBack
OppositeGo ahead
In Front ofDown the street
In Back ofStraight ahead

Other Useful Expressions:

• There is a restaurant on the corner.

• There isn´t any library.
• There are two drugstores.
• It’s between the supermarket and the shoe store.
• It’s across from the gas station.
• Of course, there is one.
-
 Lesson 5. Services in my Hometown
Listening text: Listening for specific information.
Speaking skills focus: Asking and giving information about my hometown. Listening skills focus: Listening for
Vocabulary:Working with unknown vocabulary.

Introduction to the topic

Analyze the information below; a simple menu from the Campeón Restaurant, activities at the
City Hall and the bus schedule at the bus station. Answer the given questions from 1 to 5.

El Campeón Restau-
City Hall At the Bus Station
rant

Chips Potatoes
Wednesday night
chips Yucca
chips Plantain Construction plans San Jose- Colorado vice versa
chips 6am - 12 md - 6 pm
Regular: $ 1.00
Large: $1.50 Monday
Snacks Tax reports Las Juntas – Colorado
Fried chicken: $ 2.00
Chalupas: $ 2.50 Every hour
Hamburguers: $ 2.75 Every Saturday
Empanadas: $1.50
Beverages Community assemblies Colorado San Buenaventura
Orange juice: $1.50 Every two hours
Fruit punch: $1.50
Papaya shake: $1.75 Thursday
Colorado - Nicoya
Lemonade : $1.00 Water service request
7 am - 12:30 pm - 6 pm

Tuesday
Tickets available here at the main
Environmental impact inspec- building across from the Red
tions Cross.

-
 1. Excuse me. How I can I get to Nicoya? Where can I buy the tickets?
2. What kind of food does Tico Fried Restaurant offer?
3. Is there a place where I can pay for the property taxes?
4. When is the local government held?
5. How often does the bus to San José run?

Listening for specific information

Listen to the airport announcement carefully and complete the chart with the required information.

Airlines Delta Canada 2000 Avianca

Time

Gate

Flight number

Status

Vocabulary: Working with new vocabulary

a. Fire Deparment b. Garage c. Travel agency
d. Airport e. Post office f. Restaurant
g. Police station h. Hospital i. City Hall

What kind of service is provided?

Read the vocabulary above and write the appropriate name of the place in the blanks from 1. to 9.

1. is a place that gives security to the whole city.

2. provides people’s care.
3. fights against fires and natural disasters.
4. repair cars in town.
5. a place where people take flights.
6. is a place where people order food.
7. a place where people to send postcards.
8. help people travel to different place.
9. is a place where people pay the property taxes.

-
 Speaking practice
Work with a partner: Role- play the following situation.

Student A:
You are the customer requesting specific information about a place. Write down the missing information in
the empty spaces inside the chart.
Juan Santamaría Airport Flight Information
DEPARTURE ARRIVE
AIRLINE FRECUENCY DURATION
SJO MIA
5:05 am 6:20 am Lufthansa Daily
8:35 am Daily 1 h / 15 min
10:00 11:15 am Jet Blue Only Frid 1 h / 15 min
11:00 am 12:15 pm Delta Airlines Daily 1 h / 15 min
8:00 am Travel Air Only Sat
3:00 pm 4:15 pm Daily 1 h / 15 min
Use the information questions below. What, when, what time, how long, which

Student B:
You are a travel clerk giving information to a customer.
Juan Santamaría Airport Flight Information
DEPARTURE ARRIVE
AIRLINE FRECUENCY DURATION
SJO MIA
5:05 am 6:20 am Lufthansa Daily 1 h / 15 min
7:20 am 8:35 am COPA Daily 1 h / 15 min
10:00 11:15 am Jet Blue Only Frid 1 h / 15 min
11:00 am 12:15 pm Delta Airlines Daily 1 h / 15 min
8:00 am 8:00 am Travel Air Only Sat 1 h / 15 min
3:00 pm 4:15 pm Us Airway Daily 1 h / 15 min
 Greet the customer.
 Offer him / her help.
 Use the this chart to give your information.
 Answer his/her questions.
 Give additional information.
 Say good bye.

-
Chapter 2

Tourism in Costa Rica

 Lesson 1. Tourism in Costa Rica

Listening text: Tourist attractions in Costa Rica.

Listening skills focus: Recognizing technical language. Vocabulary:Using new vocabulary related to the topic.
Speaking skills:Talking about tourist attractions in Costa Rica.

Introduction to the topic

At the Airport
Join a partner: Write a check mark ( ) to the ten words related to the airport.

hotel take off flight tickets taxi

pilot aircraft runway custom
security crew counter carry on
magazine passport stewardess trolley

Join a partner: Answer the following questions. Then, discuss them orally with the rest of the class.

1. What is a tourist?
2. Why do people travel?
3. What jobs are available in the tourism sector?
4. Why are tourists important for the country´s economy?
5. Which are the two main airports in Costa Rica?

Listening practice

Listen to the speaker talking about the tourism sector in Costa Rica and complete the text with the
words in the boxes below.

Attractions Accommodations
Visitors Job opportunities
Benefits Travelers
Tourists Countries

-
 The Tourism Sector in Costa Rica

Every year thousands of choose to visit Costa Rica as their holiday destination. A tourist
is someone who travels outside his/her own country. Recent reports from Instituto Costarricense
de Turismo (ICT) indicate that most come to Costa Rica from different countries. However,
most tourists come from North America (United States and Canada). Tourists enjoy Costa Rica´s
because it has excellent weather, friendly people, abundant wildlife, and exotic beaches.
Most look for different ranging from luxurious hotels to inexpensive lodges
where they can relax and learn about the Costa Rican culture. Local people can from
the tourism activity in different ways. Many locals can find dealing with tourists
working in hotels, restaurants, travel agencies, among others.

Vocabulary: working with unknown words

Read the vocabulary below and complete the given sentences from 1. to 5. with the most appro-
priate word from the list.

a. Tourist b. Accommodations
c. Job opportunities
d. Attractions e. Benefits

1 People who work in tourism can get a lot of .

2 Guanacaste has a lot of tourist for visitors.
3 Hotels and cabins are examples of .
4 A is someone who enjoys visiting different destinations.
5 The tourism activity offers many .

Speaking practice
Pick one of the following tourist attractions and be prepared to give information an oral
presenta- tion about it. Bring pictures.

Palo Verde National Park

Arenal Volcano
Santa Rosa National Park
Rincón de la Vieja National Park
Samara Beach
Tamarindo Beach
Monteverde Cloud Forest

-
 Lesson 2. Types of Tourism in our Country
Listening text:Identify types of tourism in Costa Rica. Speaking skills focus: Talking about different types of tourism
Vocabulary:Working with unknow words.

Introduction to the topic

Match the following statements with the pictures below. Write a letter from A, B or C in each of
the blanks.

1. This type of tourism is characterized for people enjoying natural resources.

Tourists are interested in learning about architecture, customs and traditions
2. from a city.
Tourists enjoy enhancing their beauty.
3.

AB C

Listening practice
Listen to three different conversations. Circle the appropriate answer.

1.In conversation 1, the tourist wants to buy .

a) clothes
b) food
c) presents

2. In conversation 2, the tourist wants to see .

a) crocodiles
b) seabirds.
c) monkeys

3.In conversation 3, the tourist wants to .

a) go on a diet
b) have a doctor´s appointment
c) have a surgery

-
 Vocabulary: Working with unknown words.

Read the list of types of tourism that people experience around the world. Complete the sentences
from 1. to 6. with the most appropriate type. Write the correct name in each blank.

a. Medical Tourism b. Business Tourism c. Incentive Tourism

d. Cultural Tourism e. Adventure Tourism f. Educational Tourism

1. Through this type of tourism people participate in important meetings, exhibitions

and special events.
Through this type of tourism people like to attend workshops, and courses abroad.
2. Through this type of tourism people receive holiday’s packages for achieving
sale records.
3. Through this type of tourism people visit countries where health surgeries are cheap-
er than in their home country.
Through this type of tourism people enjoy participating in activities such as white
4. river rafting and skydiving.
Through this type of tourism people enjoy experiencing new lifestyles, visiting
festivals and traditions.
5.

6.

SPEAKING PRACTICE
Work in pair: Choose one of the situations below, prepare a dialogue following the information
and act it out. then act it out in front of the class. Be creative!

Diana is a 25 years old American

Mark
tourist,
is a 35
looking
years old
for information
Canadian
Maria
tourist,
is a 60
looking
years for
old information
woman, looking
abou
about adventure activities. places to get a dental care procedure.

-
 Lesson 3: Colorado as a Tourist Destination
Listening text: Identifying important information about the history of my hometown.
Speaking skills focus: Talking about attractions in my hometown. Listening skills focus: Listening for specific
Vocabulary:Using new vocabulary related to the topic.

Introduction to the topic

Working individually, look at the given pictures carefully. Write in the blanks the words that best
describe each of them.
a. Mangrove f. Horse
b. Forest g. Tourist guide
c. Mud h. Leaves
d. Roots i. Trees
e. Trail j. Plants

Work ndividually use the same pictures from the previous exercise to
answer the following questions. Then, get in pairs and compare them with
your partner’s.
1. Do you like tourists?
2. Why are tourists important?
3. What are some of most important attractions in your community?
4. What accommodations can be found in your community?

-
 LISTENING PRACTICE
Listen to the information about Abangares. Circle the correct answer.

1. Abangares was founded in

a. 1950
b. 1595
c. 1915

2. What is the population of Abangares?

a. 17.605 inhabitants
b. 17.635 inhabitants
c. 1.735 inhabitants

3. Which agricultural activity is NOT mentioned in the listening text?

a.Mango
b. Rice
c.Sorghum

4. The climate in Abangares is mostly

a.warm
b. chilly
c.dry

5. Which highway is mentioned in the text?

a.Pacific Highway
b. Peninsula Highway
c.Pan-american Highway.

Vocabulary: Working with unknown words

Match each of the words on Column A with its corresponding definition on Column B.

Column A Column B
a. Coast 1. A food ingredient.
b. Visit 2. A side along the ocean.
c. Weather 3. A positive emotion to something.
d. Salt 4. An action of travelling to see something.
e. Exciting 5. Climate condition.

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Vocabulary practice
Read the conversation carefully. Then, complete it with the missing words from the list.
a. Exciting b. Love c. Good
d. Coast e. Visit f. Salt
g. Fine h. Go i. First
j. Later k. Weather

Planning a trip to Colorado

Mario: Hi, Sofia, how have you been?
Sofia: and you? Where are you going?
Mario: Well, I am here to take a bus to Colorado, on the Pacific of Costa Rica. Can you believe it?
Sofia: How ! Tell me about it. What can you see there?
Mario: Sure, this is my time visiting this place, but I have heard things about it.
Sofia: Why are you going to there, exactly?
Mario: This place has a nice and it is located alongside the Nicoya Gulf. It has a lot of
biodiversity for example: islands, mangroves and wildlife there. The best of all is the production
of
and shrimp.
Sofia: It sounds really interesting. I eating shrimps. Maybe I should plan a trip to this place
next time.
Mario: Yes, don´t miss the opportunity to this place if you are on vacation or have a chance
to go. .
Sofia: See you , Mario. Let´s keep in touch.

Speaking practice
Select one of the best places to visit in your country and prepare an oral presentation. Make sure
you include information about the topics listed below:

Location
Transportation
Services
Weather
Traditions
Activities to do there

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 Lesson 4: Sightseeing in Town
Listening text:Tourist Attractions In Costa Rica.
Speaking skills Focus:Talking About Tourist Attractions In Costa Rica. Listening skills Focus:Listening For Specif
Vocabulary:Working With Synonyms.

Introduction to the topic

Join a partner: Answer the following questions orally.

1. What natural attractions are there in your region?

2. Describe some of the attractions identified in your region.
3. Would you like to visit any of those natural attractions? Why?

Look at the pictures carefully and match them with the descriptions. Write a number from 1 to 3
in the corresponding blanks.

12 3

Riding a horse into the forest.

Learning how to make pottery is a wonderful experience.
Taking a walk in the trails through the mangrove trees.

Listening practice

Listen to some information about the main tourist attractions in Abangares.Write them in the
co- rrect order. according to the order they are mentioned in the recording.

1. Shrimp production Salt production Bird sanctuary Wonderful views

2.
4.3.

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Vocabulary: Working with synonyms

What is a synonym?

A synonym is a word or phrase that has the same meaning or nearly the same as another word or
phrase in the same language. For instance, car/automobile and work/job. Examples:

Car = automobile
Work = job

Write each of the words inside the red box in the blanks next to its corresponding synonym from 1. to 9.

1. Beautiful Actions Bay Seashore Situated

2. View Small Town Scenery Gorgeous Close
3. Near Place Path
4. Coast
5. Area
6. Trail
7. Neighborhood
8. Located
9. Activities

Vocabulary practice

Read the sentences below and complete each of them with the correct word from the list.

Neighborhood - beautiful - trail - gulf - view

1. Yucca Island does not have any to hike.

2. Colorado is a small and interesting place.
3. The Pacific is a tourist attraction.
4. Cerro Mar has a fantastic of the gulf.
5. Guanacaste has a weather all year round.

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 Speaking practice
Choose one of the natural attractions in your region and give an oral presentation about it. Bring
any audiovisual material that may be useful for you.

• Location
• History
• Weather
• Means of transportation to get there
• Activities to do there

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 Lesson 5:Discovering Tourism In Colorado

Listening text: Listening for specific information.

Speaking skills focus: Listening
Describing
skillstourist
focus:attractions.
Vocabulary:Listening for specific information. Wo

Introduction to the topic

Match the pictures with the vocabulary in the box. Write the letter from A to F in the blanks to
show the relation.

AB C

DE F

1. Bird watching
2. Boat tours
3. Trekking
4. Canopy Tour
5. Rafting
6. Crocodile safari

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 Listening for specific information

Listen to three different conversations and answer the following questions with specific information.

Listening #1

What does the tourist want to

do? She wants to
How long does the tour take?
The tour takes hours.

Listening #2

How much does the tour cost?

It costs
How many people are going to take the trip?
people are going to take the trip.

Listening #3

Which tour do the tourists want to

take? They want to take a tour.
How many people are going to take the trip?
Around people interested in the tour.

Vocabulary: Working with unknown words.

Complete the sentences with the following words in context:

a. memorableb. souvenirsc. boatd. destinationse. sightsee

1. Costa Rica has wonderful tourist

2. My family would like to to go fishing tomorrow.
3. There is a lot to in this town.
4. I had a time visiting this region.
5. I need to buy some for my friends.

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Speaking activity
Work with a partner: Select a vacation spot you would like to visit. Find out about available flights,
cost, time, and date departing/ arriving. Record the URL of the website you get the information
from. Give a report to the class. Bring any audiovisual material to the class.

Accommodations: Type: Name: Cost/ night: URL:

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Chapter 3

Hospitality
Lesson 1. Choosing the Right Hotel
Listening text:Learning about types of hotels. Speaking skills focus:Comparing different hotels.
Listening skills focus:Listening for specific information. Vocabulary:Working with technical words.

Introduction to the topic

Look at the pictures and match them with the appropriate definition; a., b. or c.

1 2 3

a. c.

b.

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an ideal place njoy sunny weather. an ideal place to take tours to visit
to watch wildlife museums and landmarks.
and enjoy
beautiful
sceneries.
a

p
e
r
f
e
c
t

s
p
o
t

t
o

p
r
a
c
t
i
c
e

w
a
t
e
r

s
p
o
r
t
s

a
n
d

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Listening for specific information
Listen to the text and complete the missing information. Use the words inside the red box.

Hotels in Costa Rica

Hotels in Costa Rica became popular in the year dreams with Grupoexpanded
Martha. wildlife lodging open
During this time Mr. Monge the Irazú hotel opened for the first time.
, it is known as Best Western Irazú Corporation. The construction
today
of this hotel was a product of satisfying needs for travelers from
North America who seek to enjoy the abundant and beauty of natural
resources of the country. Mr. Monge’s did not stop there. He
the Best Western Irazú Hotel and Casino and it became the largest hotel in
Central America.

Vocabulary: working with unknown words.

Work with the partner: Match the words with their definitions below.

a. Chalet b. Guest house c. Motel

d. Apartment e. B & B Inn f. Hotel
g. Lodge h. Hotel Boutique i. Hostel

1. Supervised, inexpensive lodging place for travelers, especially young travelers.

2. Small wooden house, especially in a mountain area.
3. Small but exclusive hotel that offers customers with an exceptional service at a
reasonable price.
4. Place that offers overnight accommodation with basic amenities.
5. Place that offers breakfast included in the room.
6. Overnight hotel facility, located along the road with facilities except for parking space.
7. Set of rooms in a large building, used as a separate living unit.
8. Place that provides lodging, meals, and other guest services such as laundry, casinos
and spa.
9. Overnight lodging with an American or European breakfast plan, ranging from a spare
room in a private home to a boarding house.

-
 Speaking activity
Work with a partner: Use the brochures of the hotels in town that you were asked to bring to the class.

Student A:
You are a travel agent giving information about different hotels in the country to spend a
holiday. Choose the most suitable type of hotel for each one of the guests. Give the reasons why
guests should choose certain type of hotel.

Student B:
You are one of the guests from the list provided. Ask for information about accommodations and
facilities offered in the hotels.

Guest 1
Mary is a Korean, 35, retired woman who wants to spend a week holiday with her mother who has
mobility problems. They love sunny weather. They just want to relax in a quiet place. They don´t
want to cook or eat cheap food.

Guest 2
A group of five young college students seek to have a trip to find accommodation in a wonderful
place with a lot of excitement. They enjoy outdoor activities such canopying, hiking trails and air
tram.

Guest 3
A retired couple from Switzerland would like to spend a holiday in a country. They are interested
in attending workshops and visiting historical sites.

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 Lesson 2: Booking a room
Listening text: Describing rooms in a hotel.
Speaking skills focus: Check guests in / out.
Listening skills focus: Listening for specific information. Vocabulary:Working with related words.

Introduction to the topic

1. Is there a TV in your house? Where is it?

2. Is your bedroom big or small?
3. How many beds are there in your bedroom?
4. Describe your own room

The following list includes the objects you usually find in a bedroom. Try
to guess which these incomplete words are.

a) p _ ll _ w
b) r m
c) b _d
d) w _nd w
e) c rt in
f) bl nk t
g) l mp
h) igh t bl

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 Listening for specific information
Listen to the conversation and check (  ) the objects mention in the audio.

a) night tables f) cable television

b) table g) internet access
c) refrigerator h) chairs
d) lamps i) desks
double beds
e) iron table j)

Vocabulary: using technical word(s).

Complete the given information in the options from 1. to 6. with the words in the box.

a. Vacancy b. Minibar c. Check out

d. Bell boy e. Wake up call f. Fully booked

1. I am sorry sir, we are for tonight. You may try Las Palmas Hotel across the street.

2. All right Madam. The will help you with your luggage.

3. I would like to have a at 7:00 am, please.

4. All the rooms have a , which contains all kinds of snacks and beverages.

5. Our time is 2pm. Please call the front desk if you need to stay longer.

6. This hotel is not totally booked. There is much .

Speaking practice

Join a partner: write a conversation based on the information given about the two hotels. Decide which
hotel you would like to stay at this weekend. Be creative!

HOTEL AEROPUERTO Ranking 8.0

It is situated in the beautiful town of Santa Cruz. Rooms are fulled equipped with air conditioning,
cable TV, minibar, wifi and large swimming pool. Breakfast included.

HOTEL LAS BAULAS Ranking 7.5

This hotel is situated in the beach of Matapalo. It is surrounded by an astonishing view to the gulf
of Nicoya. It is near the Las Baulas Marine Park. The hotel offers small private rooms with rustic
furniture. It has air conditioning, cable TV and a minibar.

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 Lesson 3: Hotel Services and Facilities
Listening text:Describing hotel services. Speaking skills focus: Offering hotel services.
Listening skills focus: Listening for main ideas. Vocabulary:Working with unfamiliar words.

Introduction to the topic

Think about any specific hotel in town. Tick ( ) the services most hotels have.

24 hours room service Safety box

Mail service Sauna and fitness rooms
Doctors Porters
Laundry Shuttle service
Parking Online shopping
Satellite TV Express service

Listening for specific information

Listen to the speaker and complete the sentences with one of the words from the list below.

Bar
Restaurant
Room service
Parking
Loundy
Pool
Check in
Check out

1. It is available until 9:30 pm.

2. it is offered two days a
week. 3. It is offered before 10 am.
4. It opens at 5 pm.
5. It is available any hour of the day.

-
 Listening for specific information
Listen to the conversation and answer the following questions.

1. Which room is the guest in?

2. What service does the guest want?
3. Who is in the room right now?
4. When are the guests leaving?

Vocabulary practice
Read the listed vocabulary about services and complete the sentences. Fiil in the blanks with the
best option.
a. Room service f. Spa
b. Laundry g. Fitness club
c. Restaurant h. Satellite TV
d. Parking i. Shuttle
e. Translation j. Wi- Fi

1.There is a good service in this hotel. You can get the password in the front desk.
2. Let’s get tonight. I’m tired and I don’t want to dine out tonight.
3. Let`s check if this hotel has service. I don`t have any more clean clothes to wear tomorrow.
4. Is there a service in this hotel?. I need to go to the airport to pick up my wife.
5. Hey, listen “the super bowl” is today. I wonder if this hotel has a to watch the game.
6. Excuse me, where is the ? I am really hungry!
7. I heard the conference will be held in Russian. We definitely need a service to
understand everything that is going to be said.
8.I am getting over weight these days. I need to find out about a here.
9. Don`t worry about the car safety. The has a 24 hour guard.
10. I wonder if this hotel has a . My muscles really hurt because of too much stress.

Speaking practice
Work with a partner: Choose one of the situations below and perform a conversation based on
the topic.

1. Jenny is in room 202 and wants to order a large ham and cheese pizza with a bottle of
water. Room service.
2. John is a guest at the Parador hotel. He needs to get to the airport in 20 minutes to catch a
flight. Shuttle service.
3. Mark and Lisa are guests at the Diria Hotel. They need to find out about fitness club service in
that hotel. Fitness club service.

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 Lesson 4: Ordering Food in a Hotel Restaurant

Listening text: Taking food orders in a restaurant.

Speaking skills focus: Asking and giving information about for a restaurant. Listening skills focus: Listening fo
Vocabulary:Working with unfamiliar words.

Introduction to the topic

1. Classify the following vocabulary into the different categories of foods and drinks.

a. Pizza b. Cold Beer c. Fruit Punch

d. Milk e. Pasta f. Orange Juice
g. Fish Filet h. Tea i. Chicken Salad
j. Apple Pie k. Coffee l. Fried Chicken
m. Cookies n. Ice Cream ñ. Rice Puddin

Main dishes Beverages Desserts

Listening for specific information

Listen to the following conversation and complete the missing information.

At the Restaurant

Waiter: Good evening, welcome to Las Olas Restaurant.

Client: Good evening! , please.
Waiter: Sure. Where would you like to sit?
Client: Over there, .
Waiter: Would you like to have a drink? Here is the menu.
Client: Yes, I will have a , please.
Waiter: Can I take your order?

-
 Client: Yes, for a starter, I will have an ayote cream, and for the main course roasted chicken,
green salad, and tortillas, please.
Waiter: Would you like a dessert? I have coffee or .
Client: Not thanks. We are fine. Can we have please?
Waiter: I will be right back.

Vocabulary practice
Read the statements below and put a tick ( ) in the correct answer.

A. Excuse me, can I help you?.

Yes, do you have any free table? Is that all?.

B. May I see the menu, please?.

Nothing else, thank you. Yes sir, here it is.

C. Do you have any dessert?.

Enjoy your meal Yes, we have fruit salad.

D. Was everything alright?.

Yes, there is one over here Thanks, that was delicious.

E. Can I get you any drink?.

Yes, please The bill please.

F. Are you ready to order?.

Not yet. It’s ten dollars.

G. What do you recommend me? I’m on a diet.

Vegetable salad Sure, I will call the manager.

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Speaking practice
Situation: Work in pairs and perform a telephone conversation with a partner. Read the cards and act them
out orally.

Card 1 Card 2
You would like to invite your best friend to watch a goodYou
movie
receive
tonight.
a phone
Ask him
call /from
her your
aboutbest
the friend
plans if
Tell him/ her that you are at a restaurant having

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 Lesson 5. Dealing with Hotel Complaints
Listening text: Understanding guests complaints.
Speaking skills focus: Giving solutions to hotel problems. Listening skills focus: Listening for main ideas.
Vocabulary:Working with unfamiliar words.

Introduction to the topic

A B C

Look at the pictures about hotel complaints. Match the pictures with the
appropriate information.

Many hotels undergo maintenance and repairing during the low season.
Guests are not usually satisfied with the service provided by the hotel.
Some hotel facilities are not available for guests.

Listening exercise

A. Listen to the conversation carefully and write a check mark () in the blank to indicate if the
sta- tement is True or False.

False True
1. Mario is a front desk clerk.
2. The guest is calling from outside the hotel.
3. The hotel does not have hot water service.
4.The receptionist will go to fix the problem.
5. The receptionist can not hear very well.

-
Vocabulary: working unfamiliar words.
Work with a partner: Write the words in the corresponding column.
Beautiful Hard Cold
Clean New Fresh
Dirt Cheap Disgusting
Hot Old Interesting
Expensive Neat Frustrating
Small Wonderful Annoying
Big Cozy Busy
Far Heavy
Soft Broken

Positive Negative Both

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 Read the following sentences and complete them with the
appropriate word from the list given in the previous exercise.
1. We had a wonderful vacation at Hotel El Parador. Our room was very clean and .
It was carefully decorated.
2. We did not have to dress for dinner every night.
3. We are all feeling with all this work. We need to take a vacation soon.
4. I cannot believe it! We paid a lot for this hotel. Everything seems not to be
working properly.
5. Our hotel room seems to be . I have tried to get in and it has been impossible.
Let´s get some help.

Speaking practice
Work with a partner: Read the situations below. Perform a role-play using the roles described.
Be creative!

Student A

You are the guest of a prestigious hotel in town. You are experiencing a difficult time getting
things done in your room. You finally decide to talk to the manager about this inconvenient.

Student B
You are the manager of a hotel. You and your guest are discussing the issues happening in the
hotel. Offer him /her apologies for the inconvenient. Try to persuade the guest about a
compensation for everything that has happened.

-
Answer Key

-
 Chapter 1: Customer Service
Lesson 1: How do you do?
Introduction to the topic

1. Receptionist
2. Student
3. Dog trainers
4. Photographer
5. Tourist guide
6. Model

Listening practice

1 She is a chef
2. He is married
3. He lives in Colorado
4. She works in a hotel

Conversation

At the tourist information office

Clerk: Hello sir, My name is Luis. How can I help

you? Customer: Thanks. I just need to get a taxi to the
airport. Clerk: Certainly, I will be with you in a
moment.
Customer: Thanks.

Vocabulary

Video games
Police Station
Post Office
Restaurant
Barber shop
Cinema
Bus station
Hospital
Drugstore

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 Lesson 2: Hello, can I help you?
Dialogue: a phone call

1. Can I help you?

2. Could you hold on
3. I’m afraid he’s in a meeting
4. Can I leave him a message?
5. Could you spell your last name

Listening practice: Taking messages

Conversation 1

Receptionist: Good afternoon, Encanto Hotel Recepcion, how may I help you?
Caller: I would like to talk with Paul Anderson, he is in the room number 2.
Receptionist: I am sorry. Mr. Anderson is not in the room.
Caller: Can I leave him a message?
Receptionist: Certainly, sir.
Caller: Please tell him to call back to Mr. Smith as soon as possible. My phone number
is 22991-53081. Thank you, bye.
Receptionist: You are welcome, bye.

Conversation 2

Receptionist: Good afternoon, Brisas del Golfo Restaurant, how may I help you?
Caller: I have an appointment with Mr. Clark, but I cannot get there. Could you give him
my phone number? It is 28832-25874.
Receptionist: Certainly, sir.
Caller: Thank you, bye.
Receptionist: You are welcome, bye.

Vocabulary: recommended answer

4 Reply the client´s question and provide further information about
the company
1 Begin the phone conversation with a greeting.
2 We must say company´s and speaker´s names
6 Say the farewell.
3 Listen to the client´s question carefully
5 Make sure the customer is satisfied.

Lesson 3: I am terribly sorry!

A.2 C.1 E.4
B.5 D.3

-
Introduction
Listening practice
5. He is here already.
Could / ould you open the door?
6. She does not answer the phone. Would/Could you like to hold the line?
7. The manager is not in the office. Coul d/Would youlike to leave her a message?
8. This coffee is too hot. Would/Could you put some ice in it?

Vocabulary practice
1. Problem
2. Take care of
3. Come
4. Thanks
5. Good idea

Lesson 4: My Favorite Place

Introduction to the topic
1. High School 4. Hospital 7. Airport
2. Church 5. Bus station 8. Post office
3. Restaurant 6. Gas station

Listening practice
1. Neighborhood 3. Places 5. Restaurant
2. Town 4. Dance clubs 6. Country

Vocabulary

1. Bakery 4. Restaurant 7. Juice Bar

2. Police Station 5. Barber Shop 8. Bus Station
3. Post Office 6. Bank 9. Drugstore

Lesson 5. Services in my Hometown

Introduction to the topic

1. At the main building across from the Red Cross

2. Fast food
3. At the City hall
4. Every Saturday
5. Three times a day

-
 Vocabulary

1. Police station; 2.Hospital; 3.Fire department; 4.Garage; 5.Airport;

6. Restaurant; 7.Post office; 8.Travel agency

Chapter 2. Tourism Sector

Lesson 1. Tourism Sector in Costa Rica
Introduction to the topic
Answer may vary
1. Hotel 6.Aircraft 11.Counter
2. Pilot 7.Crew 12.Stewardess
3. Security 8. Passport 13.Taxi
4. Magazine 9. Fligth tickets 14.Custom
5.Take off 10.Runway 15.Carry on
16.Trolley

Listening practice
Vocabulary

1. Visitors 4. Tourists 7. Jobs

2. Travelers 5. Accommodations
3. Attractions 6. Benefit

1. Benefits
2. Attractions
3. Accommodations
4. Tourist
5. Job opportunities

Lesson 2. Types of Tourism in our Country

Introduction to the topic

1.b 2.c 3.a

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a. Health Tourism b. Adventure Tourism c. Cultural Tourism

-
 Listening practice

1. c
2. b
3. c

Vocabulary
1. Business Tourism 3. Incentive Tourism 5. Adventure Tourism
2. Educational Tourism 4. Medical Tourism 6. Cultural Tourism

Lesson 3. Colorado as a Tourist Destination

Introduction to the topic

1 2

Mangrove Forest
Mud Trail
Roots Horse
Leaves Tourist guide
Plants Leaves
Trees
Plants
Leaves
Trees
Plants

Listening practice
1.c 3. a 5. c
2. b 4. c

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 Vocabulary

a. 2
b. 4
c. 5
d. 1
e. 3

Vocabulary practice

Planning a Trip to Colorado

Mario: Hi, Sofia, how have you been?

Sofia: Fine and you? Where are you going?
Mario: Well, I am here to take a bus to Colorado, on the Pacific Cost of Costa Rica.
Can you believe it?
Sofia: How exciting! Tell me about it. What can you see there?
Mario: Sure, this is my first time visiting this place, but I have heard good things about it.
Sofia: Why are you going to go there, exactly?
Mario: This place has a nice weather and it is located alongside the Nicoya Gulf. It has a lot
of biodiversity for example: Islands, mangroves and wildlife there. The best of all is
the production of salt and shrimp.
Sofia: It sounds really interesting. I love eating shrimps. Maybe I should plan a trip to this place
next time.
Mario: Yes, don´t miss the opportunity to visit this place if you are on vacation or have a
chance to go. .
Sofia: See you later, Mario. Let´s keep in touch.

Lesson 4. Sightseeing in Town

Introduction to the topic

Pictures: 3, 2, 1

Listening practice

1. Wonderful views
2. Salt production
3. Shrimp production
4. Bird sanctuary

Vocabulary:
1. Gorgeous 5. Place 9. Actions
2. Scenery 6. Path 10. Bay
3. Close 7. Small town
4. Seashore 8. Situated

-
 Vocabulary practice
1. Trail 3. Coast 5. Beautiful
2. Neighborhood 4. View

Lesson 5. Discovering Tourism in Colorado

Introduction to the topic

1. e 3. b 5. a
2. f 4. c 6. d

Listening practice

Conversation 1: 1. Horseback riding tour 2. Two

Conversation 2: 1. $75 dollars per person 2. Two people are going to take the
trip Conversation 3: 1. Birds and crocodiles 2. Six people are interested in the tour.

Vocabulary

Destinations
Boat
Sightsee
Memorable
Souvenirs

Chapter 3. Hospitality
Lesson 1. Choosing the Right Hotel

Introduction to the topic

A (3)
B (2)
C (1)

Listening Exercise

Hotels in Costa Rica became popular in the year 1969 with Grupo Martha. During this time Mr.
Monge opened the Irazú hotel opened for the first time. Today, it is known as Best Western Irazú
Corporation. The construction of this hotel was a product of satisfying needs for lodging travelers
from North America who seek to enjoy the abundant wildlife and beauty of natural resources
of the country. Mr. Monge’s dreams did not stop there. He expanded the Best Western Irazú Hotel
and Casino and it became the largest hotel in Central America.

-
 Vocabulary
1. Hostel 4. Lodge 7. Apartment
2. Chalet 5. Guest house 8. Hotel
3. Hotel Boutique 6. Motel 9. B&B Inn

Lesson 2. Booking a room

Introduction to the topic

Window

Curtain Lamp

Pillow
Night table
Blanket

Bed
Bedroom

Complete the list of objects you expect to find in a room of a hotel.

a) pillow d) window g) lamp
b) room e) curtain h) night table
c) bed f) blanket

Listening practice
a). night tables f). √ cable television
b). √ table g). √ internet access
c). _√ refrigerator h). chairs
d). lamps i). desks
e). _√ iron table j). √ double beds

Vocabulary: Using technical words.

1. Fully booked 4. Minibar service

2. Bell boy 5. Check out
3. Wake- up call 6. Vacancy

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Lesson 3. Hotel Services and Facilities
Listening for specific information
1. Pool 4. Bar
2. Laundry 5. Parking
3. Check out

Listening for specific information

1. 365
2. Pick up the laundry
3. His son
4. In 30 minutes

Vocabulary
1. Wi- Fi 5. Satellite TV 9. Parking lot
2. Room service 6. Restaurant 10. Spa
3. Laundry 7. Translation
4. Shuttle 8. Fitness club

Lesson 4. Ordering Food in a Hotel Restaurant

Introduction to the topic

Main dishes: fish filet, pizza, pasta, chicken salad, fried chicken

Beverages: milk, tea, fruit punch, orange juice, cold beer

Desserts: apple pie, cookies, coffee, ice cream, rice puddin

-
 Listening for specific information

At the restaurant

Waiter: Good evening, welcome to Las Olas Restaurant.

Client: Good evening! A table for three people, please.
Waiter: Sure. Where would you like to sit?
Client: Over there near the window.
Waiter: Would you like to have a drink? Here is the menu.
Client: Yes, I will have a milkshake, please.
Waiter: Can I take your order?
Client: Yes, for a starter, I will have an pumpkin cream, and for the main course roasted chicken,
green salad, mashed potatoes and tortillas, please.
Waiter: Would you like a dessert? I have coffee or ice cream.
Client: Not thanks. We are fine. Can we have the bill please?
Waiter: I will be right back.

Vocabulary

a. Yes, do you have any free table? c. Yes, we have fruit salad e. Yes, please
b. Yes sir, here it is d. Thanks that was delicious f. Not yet
g. Vegetable salad

Lesson 5: Dealing With Hotel Complaints

Introduction to the topic

1. a
2. c
3. b

Listening exercise

1. T
2. F
3. T
4. F
5. F

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Vocabulary

Working unfamiliar words

Positive: beautiful, clean, big, soft, new, neat, wonderful, cozy, fresh, interesting,
Negative: dirty, far, old, broken, disgusting, frustrating, annoying
Both: hot, expensive, small, hard, cheap, heavy, busy

Vocabulary exercise

1. Cozy 4. Uncomfortable
2. Elegantly 5. Locked
3. Stressed out

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Transcripts
Chapter 1: Customer Service
Lesson 1: How do you do?

Listening for specific information

Sofia
Hi, I am Sofia. I live in Puntarenas. I am 20 years old. I am a professional chef. I like to read
books. How do you do?
Carlos
Hello, my name is Carlos. I live in Liberia. I am 32 years old. I am married and I have 2 children. I
am a mechanic. I like to stay at home. How are you?
Roberto
Hi, my name is Roberto. I live in Colorado. I am 15 years old. I like to play video games. I am a
stu- dent. Nice to meet you.
Natasha
Hello, I am Natasha. I live in San Jose. I am 25 years old. I am a receptionist at a hotel. I am single.
I like to listen to music. How are you?
Conversations

 At the Bank
Sally: Good morning. May I help you?
Customer: Yes, I need to cash this check.
Sally: May I have your passport, sir?
Customer: Here you are.
Sally: Thanks. Would you please sign your name here?
Customer: Sure no problem!

 At the Hotel
Receptionist: Hello, sir. I am Patricia. Welcome to Las Brisas Hotel. Can I help you?
Mr. Hans: Yes, I have a reservation for two nights.
Receptionist: May I have your voucher?
Mr. Hans: Let me find it. Oh, here it is.
Receptionist: You are right. Would you like a room on ground or the second floor?
Mr. Hans: The ground sounds perfect to me.
Receptionist: Here is your room key number 21, next to the pool. The porter will show you the
way. Have a nice stay.
Mr. Hans: Thank you very much.

Lesson 2. Hello, can I help you?

Listen to the conversations and fill in the message forms.

Conversation 1
Receptionist: Good afternoon, Encanto Hotel Reception, how may I help you?
Caller: I would like to talk with Paul Anderson; he is in the room number 2.
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 Receptionist: I am sorry. Mr. Anderson is not in the room.
Caller: Can I leave him a message?
Receptionist: Certainly, sir.
Caller: Please tell him to call back to Mr. Smith as soon as possible. My phone number is 22991-
53081. Thank you, bye.
Receptionist: You are welcome, bye.

Conversation 2
Receptionist: Good afternoon, Brisas del Golfo Restaurant, how may I help you?
Caller: I have an appointment with Mr. Clark, but I cannot get there. Could you give him my
phone number? It is 28832-25874.
Receptionist: Certainly, sir.
Caller: Thank you, bye.
Receptionist: You are welcome, bye.

Lesson 3: I am terribly sorry!

Circle the words you hear

1. He is here already. Could you open the door?
2. She does not answer the phone. Would you like to hold the line?
3. The manager is not in the office. Would you like to leave her a message?
4. This coffee is too hot. Could you put some ice in it?

Listening text Listen to two people talking about complaints. Are they polite or impolite?
Practice it with a partner.
Clerk: Hello sir, how may I help you?
Customer: Thanks, I just need to change my ticket.
Clerk: what seems to be the problem?
Customer: I can´t take the 2 pm bus to San Jose.
Clerk: Sure no problem. Well, is the 3 o´clock bus fine?
Customer: Oh, that will be wonderful.
Clerk: Let me take care of that, sir.
Customer: Thanks so much.

Lesson 4: My Favorite Place

Listen to the dialogue and complete it with the missing words.

Conversation
A: Betty, is there a good a karaoke bar in your neighborhood?
B: Yes, there’s an excellent one on the other side of the town. It’s my favorite one!
A: Are there other places such as a nice dancing club too?
B: Sorry, I don’t know.
A: Well, is there a good restaurant to eat and watch the popular match between the best teams of

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the country (Heredia and Alajuela)?

Lesson 5: Services in my Hometown

Listen to the airport announcement and complete the chart.

1. Delta airlines informs all passengers that their flight 907 bound to Chicago is on time, it will be
leaving at 10:15 from gate 25.All passengers check Delta airlines counter for further information.
2. Canada 2000 airlines flight 58 to Vancouver will departure from gate 15 at 7:10 pm. All
passengers please report to the counter immediately because we are boarding now.
3. Avianca airlines informs that our flight 702 coming from Rio de Janeiro is delayed due to a
tropical storm. The arrival time is 12:15 now at gate 64. Please contact our office.

Chapter 2: Tourism in Costa Rica

Lesson 1: Tourism in Costa Rica

Listen to the speaker and complete the text with the words in the
box. The Tourism Sector in Costa Rica
Every year thousands of visitors choose to visit Costa Rica as their holiday destination. A tourist is
someone who travels outside his/her own country. Recent reports from Instituto Costarricense de
Turismo (ICT) indicate that most travelers come to Costa Rica from different countries. However,
most tourists come from North America (United States and Canada). Tourists enjoy Costa Rica´s
attractions because it has excellent weather, friendly people, abundant wildlife, and exotic beaches.
Most tourists look for different accommodations ranging from luxurious hotels to inexpensive
lodges where they can relax and learn about the Costa Rican culture. Local people can benefit from
the tourism industry in different ways. Many locals can find jobs dealing with tourists working in
hotels, restaurants, travel agencies, among others.
Lesson 2: Types of Tourism in our Country

Listen to three different conversations. Circle the appropriate answer.

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-
 Receptionist: Good Tourist: Excuse me sir. Is Tourist: Good morning sir,
morning, Can I help you, sir? there a way to see wildlife I have an appointment with
Tourist: Yes, I would like around here? Dr. Vargas at 10:00 am. Is
to travel around the city, Tour guide: Sure, There is he there?
today? a sanctuary. Isla Yucca Doctor: I am Dr. Vargas
Receptionist: What offers a great spot to see welcome to Los Angeles
would you like to do? many sea birds. Clinic. What can I do for
Tourist: I would like to buy Tourist: I really want to see you?
some souvenirs for my crocodiles. Where is the Tourist: I am interested in
friends best place to see them? having a medical treatment
Receptionist: There is a Tour guide: You can go to for my eyebrows.
good place near the bank. Tempisque River a couple Doctor: sure, come on in.
Tourist: wonderful, I think miles from here. have a seat. First of all, I am
I know where it is. Tourist: Great, thanks for going to……….
the information.

Lesson 3: Colorado as a Tourist Destination

Listen to the information about Abangares. Circle the correct answer.

Abangares is a small town in the Guanacaste province, founded in 1915. In this place lives 17,635
people. The major part of the people work in agricultural activities such as rice, beans and sorghum
crops. The climate in Abangares is mostly dry. Tourists who want to visit this beautiful place can
take the Pan–American Highway.
Lesson 4: Sightseeing in Town

Listen to the recording and number the attractions you hear.

CERRO MAR AND OTHER COLORADO’S NATURAL ATTRACTIONS

Cerro Mar is a beautiful farm located in Colorado de Abangares, Costa Rica. There, you can find
wonderful views near the splendid Nicoya’s Gulf. This spectacular place is arranged by a family
who has been dedicated to produce salt in a natural process in summer, and shrimp cultivation in
the rainy season. Also, it is a bird’s sanctuary for many native species of this zone and many others
which come through for a short season. So, this region can be seen as a biological bridge in our
country.
In like manner, Nicoya’s Gulf is the one which provides natural resources to develop these
important activities in this area.
More specifically, Cerro Mar can be considered to be a thematic park located near the
neighborhood called San Buenaventura alongside the Pacific Ocean coast. On the other hand,
Yucca and Chira Islands are located in the surroundings. Likewise, the Abangarito River is
another natural
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 attraction with its aquatic trails that gives to this region a meaningful beauty; this river leads to

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the Nicoya’s Gulf.

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Lesson 5: Discovering Tourism in Colorado

Listen to the conversations and answer the following questions.

At a Tour operator At the Front Desk At an Estuary

Tour operator: Hello, may I Receptionist: Hello, Boat rider: Hello, what can
help you? May I help you, sir? I do for you?
Tourist: Yes sir, I would like to Tourist: Yes, I am Tourist: Yes, we are a party
take horseback riding tour. Is it interested in the bird- of 6 people interested in
possible to arrange one for two watching tour. Where taking a gulf tour around the
people this afternoon? can I find more area.
Tour operator: Certainly information about it? Boat rider: Yes, we offer
madam. We have a two hours Receptionist: This a you a wide range of tours.
tour leaving at 3pm at Parque del great tour and it leaves at We have different tours: to
Agua. 6:00 a.m. Remember to the islands, to see birds and
Tourist: Can you tell me how to bring comfortable crocodiles and to
get there? clothes, boots and a Abangarito, a water trail
Tour operator: Don´t worry binocular. You will river. All of them are
about that. We provide enjoy watching scarlet excellent and a cheap cost.
transportation and a guide. macaws, and toucans. Tourist: What do you
Tourist: Excellent, when should Tourist: That is fine. mean?
I pay? Oh one more thing. How Boat rider: They cost $25
Tour operator: After the tour, much does it cost? per person and it includes a
here at the office. Receptionist: It is $75 tour guide life jackets and
Tourist: Thanks a lot. per person. refreshments.
Tourist: Thanks very Tourist: Excellent. We
much. I would like to definitely want to register for
sign for two people, my the birds and crocodiles tour.
wife and I. Boat rider: Okay, here is
your voucher.

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 Chapter 3: Hospitality
Lesson 1: Choosing the Right Hotel

Hotels in Costa Rica became popular in the year 1969 with Grupo Martha. During this time Mr.
Monge opened the Irazú hotel opened for the first time. Today, it is known as Best Western Irazú
Corporation. The construction of this hotel was a product of satisfying needs for lodging travelers
from North America who seek to enjoy the abundant wildlife and beauty of natural resources
of the country. Mr. Monge’s dreams did not stop there. He expanded the Best Western Irazú Hotel
and Casino and it became the largest hotel in Central America. Finally, the Best Western Irazú
Hotel and Casino and it became the largest hotel in Central America.
Lesson 2: Booking a Room
Listen to the conversation and check (√) the objects mentioned in the audio.
Receptionist: Hello Palace Hotel, how may I help you?
Guest: Yes, I need information to find about your hotel rooms.
Receptionist: Certainly, we offer five fully equipped bedrooms.
Guest: Fully equipped, what do you mean?
Receptionist: They have everything you need, for example a double bed, AC, telephone, Wi-Fi service,
refrigerator, cable television, iron table and so forth.
Guest: I see. Is there a desk in any of the rooms?
Receptionist: Sorry we don´t have, but one of them has a big table.
Guest: Do you allow pets?
Receptionist: No, we do not.
Lesson 3: Hotel Services and Facilities

Listen to the speaker and complete the sentences with the service described
La Joya de Lagarto Inn is a hotel located in the North Pacific Coast. It offers many services. It has a
restaurant that opens every day since 6 am until 9 pm. Also it has a bar that opens at 5 o’clock in
the afternoon. Guests can ask for room service until 8:30 pm.
Check in time starts at 1 pm, and the check out ends at 10 am. Parking service is available 24
hours and it counts with valet service. The hotel has a swimming pool that is available until
9:30 pm. Finally, laundry service is available only Mondays and Fridays.
Listen to the conversation and answer the following questions.
Receptionist: Good morning! Reception, Laura speaking.
Guest: Hello. My name is Mike, I am in room number 365. I need someone to pick up some laundry
because my son spilled out the cup of coffee on my shirt and I have an important meeting.
Receptionist: I’m sorry, laundry service starts at 10:00, at what time do you need to leave?
Guest: My meeting starts at the hotel restaurant in 30 minutes!

Lesson 4: Ordering Food in a Hotel Restaurant

Listen to the following conversation and complete the missing information.

At the Restaurant

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Waiter: Good evening, Welcome to Las Olas restaurant.
Client: Good evening! A table for three people, please.
Waiter: Sure. Where would you like to sit?
Client: Over there, near the window.
Waiter: Would you like to have a drink? Here is the menu.
Client: Yes, I will have a milkshake, please.
Waiter: Can I take your order?
Client: Yes, for a starter, I will have an ayote cream, and for the main course roasted chicken,
green salad, mashed potatoes and tortillas, please.
Waiter: Would you like a dessert? I have coffee or ice
cream. Client: Not thanks. We are fine. Can we have the bill,
please? Waiter: I will be right back.
Lesson 5: Dealing with Hotel Complaints

Listen to and practice the conversation. Check (√ ) the statements that are true or false.
Conversation
Receptionist: Hello, reception. Mario speaking. How can I help you?
Customer: Hello. I am Dr. Jones, room 321. I have a big problem there is not hot water in my room.
Reception: I am terrible sorry to hear that. I will send someone to fix it right away.
Customer: Yes, please. I will certainly appreciate your help.

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 Este libro “Basic English for Tourism: Listening and Speaking Skills” es una guía
para el facilitador de las capacitaciones y un pilar fundamental del aprendizaje,
porque no solo sistematiza los contenidos, sino que le proporciona a los y las
participantes de las capacitaciones, la posibilidad de repasar, aplicar y divulgar su
aprendizaje de esta lengua.

The “Fomento de los Estándares de Calidad para las Empresas de Turismo Rural
Comunitario Project” in Colorado Abangares is an activity of the National
University of Costa Rica, which was financed with FUNDER funds. As a part of the
project, there were three basic English training courses offered to the participants
in areas such as customer service, tourism sector and hospitality industry.

This book “Basic English for Tourism: Listening and Speaking Skills” is a guide for
the facilitator in charge of the training. It includes systematized content, and it
also gives the participants the opportunity to review, implement and disseminate
their learning of the language.

ISBN: 978-9968-638-14-2

9 789968 638142

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