Ive always enjoyed cookery, so when I was made redundant by the retailer that I worked for, I decided to change to the 1) industry. I successfully worked towards several 2) in Food Preparation, then gained experience by preparing food for parties and weddings.
Eventually, Daniel and I decided to set up our own small restaurant. We purchased a small 3) , which had previously been a bank, and carried out a complete 4) .
There were plenty to do before we opened. For instance, we had to decide on the number of 5) we needed, and then advertise, interview the 6) who are shortlisted, appoint the people we thought were best, and provide training. It also took a long time to choose 7) who could provide the type of food we wanted, at a price we could afford.
So far the restaurant has been fairly successful. Were very pleased with the numbers of 8) were getting and weve even started to make a 9) . Our long-term plan now is to open a whole 10) of restaurants.
4. For questions 1 15, read the text below and decide which word A, B, C or D best fits each space.
Tourism can have both a positive and a negative effect 1) an area, although in many cases only the positive effect will be obvious. In rural areas, the onset of tourism may have dramatic effects upon the local community, creating new jobs and providing a flow of cash which most 2) will be happy to have advantage 3) . However, the disadvantages of tourism can be 4) dramatic, with towns 5) their character and becoming overdeveloped and crowded, as well as more 6) .
On a larger scale, tourism can be very beneficial 7) developing countries. If tourists spend money it means that the country can improve living 8) for its citizens, as well as create new jobs. Tourists are 9) the way other people live, and leave feeling better informed about a different 10) of life that they otherwise might not have had the chance to see. Perhaps the most popular type of tourism is going 11) to a warm, sunny place and lying on a beach for two weeks. People taking this kind of holiday 12) have no interest in the culture of the place they are visiting and, as a(n) 13) , it becomes almost like a home from home. Restaurants cook tourists their native food 14) of local specialties, and tourists mix together rather than with locals. This can 15) any character the area may have, and the area may lose part of its valuable culture forever.
1 A for B on C about D of
2 A tenants B occupants C lodgers D inhabitanta
3 A for B in C of D off
4 A impossibly B equally C hardly D differently
5 A losing B missing C finding D improving
6 A priceless B valuable C cheap D expensive
7 A from B in C at D to
8 A manners B areas C conditions D facts
9 A shown B given C offered D seen
10 A attitude B way C face D hint
11 A far B through C forward D away
12 A hardly B usually C nearly D never
13 A result B effect C reason D affect
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14 A in spite B instead C in case D apart
15 A create B hurt C destroy D break
Practice 4.
Read and summarize the text. Explain the words in bold type.
Quality in tourism
The success of package holidays of the 1960s 90s was based on volume. Tour operators bought in bulk so as to tempt customers with low prices. During the 90s, however, it became clear that to be competitive, companies had to offer quality as well as quantity.
Broadly speaking, a product offers quality when it meets the customers expectations. This places the customer at the centre of any attempt to provide quality in tourism. In sharp contrast to mass tourism in the 60s 90s, where the product was the focus of attention. To satisfy the customers expectations, companies need quality standards, which can be set externally by bodies such as ISO (International Standards Organisation) or internally by the companys own quality assurance techniques. Common techniques today include:
a) performance standards lists of processes and tasks that employees have to perform and the levels of service expected of the employees when they perform them;
b) benchmarking comparing the companys performance to that of companies in the same field that already have a high reputation;
c) appraisal an interview in which a manager and an employee evaluate the employees previous performance before setting performance objectives for the future;
d) focus groups groups of customers that are brought together to discuss different aspects of the holiday or travel experience.
Complaints were once seen as a sign of failure. Today they are viewed as a key way of improving performance and quality. No product is perfect, and to improve it, a company needs feedback, the information obtained from customers by recording comments, suggestions, and complaints. Complaints can be spoken or written, and in general the former are easier to handle. With a written complaint:
there is no chance to remedy the problem;
it is not always easy to verify the details of the incident that led to
the complaint;
the text can be used as evidence in legal proceedings;
the linguistic demands are usually higher.
It is no longer enough just to find an immediate solution to a problem (reactive thinking). Today companies expect proactive thinking. That is to say that after solving a problem the member of staff should go on to find out why it happened and what changes can be made to make sure the problem does nor recur.
- Complete this press release using the correct form of the verbs in the box.
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In October, JetWays ans Pan European 1) (start) negotiations over the sale of Globetours Airways. Pan European 2) the franchise airline for 12 years.
Yoday, Pan European is happy to inform customers that we 3) (now) an agreement, and JetWays 4) Globetours. We 5) the contracts early this morning. Pan European is therefore no longer selling tickets for Globetours Airways flights.
The takeover will not affect customers who 6) to travel before 1st April next year.anyone traveling on or after that date should visit our website for further information.
Under Pan European, Globetour Airways 7) to 38 destinations in southern Europe and North Africa. Although JetWays wil continue to run all routes until the end of March, they will not guarantee the future of routes that are not profitable.
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Pan Eoropean will continue to operate flights out of Gatwick airport. We 8) Gatwick for our long-haul leisure routs for more than ten years. In addition, we 9) (recently) a number of national routes to and from Gatwick. These will be unaffected by the sale of JetWays.
