Read the following situations. Using your own ideas, write down what you might say.

1) You are on the phone with a client whose hotels you use for your tours. He has just suggested meeting next Wednesday, but you would prefer to meet on Friday at 11.00.

Client: What about meeting next week – say Wednesday at 2.30?

You: _______________________________________________

2) Your client asks if there is anything in particular you want to talk about. You want to discuss how many rooms you will need for next season. You also want a price reduction, but don’t want to go into details now.

Client: Is there anything in particular that you’d like to bring up?

You: _______________________________________________

3) Your client wants to discuss the complaints you had last year. You think this is a good idea, and suggest bringing along some of the letters you have received from dissatisfied customers.

Client: Perhaps we could look at any complaints you had last year and see if there are any problems we can sort out.

You: _____________________ ___________________________

4) Your client suggests that he may have to raise prices; this is absolutely unacceptable. Say you understand his point, but might consider booking more rooms instead.

Client: Now, as I am sure you know, the changes in the exchange rate mean that there will have to be a modest increase in our charges, or we’ll end up losing money.

You: ___________________________________________________

5) Your client asks if there is anything else to discuss; your directors have insisted that you talk about the high cancellation charges, which they felt were unreasonable.

Client: Is there anything else that you’d like on the agenda?

You: ____________________________________________________

6) You have decided to bring the phone call to a close. Finish by confirming the time of your meeting.

Client: I’ll make sure that the meeting room is free, and I’ll bring along the documents I mentioned.

You: _____________________________________________________

 

Activity 2

Negotiations with a hotel

You are going to role-play the preliminary negotiations between a tour operator and the representative of a hotel chain. To prepare, divide into three groups: tour operators (Student A), hotel representatives (Student B), secretaries (Student C). Read the information below.

There will be three stages to the role-play:

Stage 1: arrange meeting

Stage 2: set agenda

Stage 3: the actual negotiations

Tour operators

You would prefer a meeting at the hotel next week in the early morning. Friday is best for you.

Your objectives are:

a) a larger allocation of rooms – 50 per night in high season;

b) a range of types of accommodation (e.g. self-catering, family rooms, half-board, etc.)

c) shorter release dates (so you have more chance of selling your allocation at the last minute);

d) a contribution to advertising costs;

e) hotel to provide some better photographs;

f) extras in the rooms (e.g. bottle of wine, basket of fruit);

g) clearer idea of the hotel’s recreational and leisure facilities (there was some confusion last year).

Hotel representatives

You would like a meeting at your hotel next week. Midweek and late morning is best for you (maybe over lunch).

Your objectives are:

a) set allocation – 60 rooms per night in high season;

b) promote new self-catering villa complex;

c) limited credit period (account was settled very late last year);

d) tell tour operator about new recreational facilities;

e) a more prominent display in the operator’s brochure;

f) introduce a sell-on clause (sell the unsold rooms weeks before date).

Secretaries

You are in charge of arranging a meeting between a tour operator and a hotel representative. Agree upon the day, time and place of the meeting and set the agenda.

Spend some time preparing your roles in your groups. Then hold the meeting.

55.After the meeting return to your groups and disicuss:

· how well the negotioations went

· were all the objectives achieved

· what compromises and concessions were made

· could the meeting have been more successful

Self-check

1. What types of contracts are usually concluded between hotels and tour companies? What is the difference between an allocation contract and a commitment contract?

2. With which contract the risk is increased for a tour operator/ hotel?

3. What is a contract? What must a valid contract include? What is a breach of a contract? Who must compensate for a breach of a contract?

4. What kind of document is the Code of Practice?

5. In what case is the travel agent not responsible for payment of the specified services?

6. What entity is considered as a group?

7. What is the difference between a guaranteed and non-guaranteed reservation?

8. Which client is constituted as a no-show?

9. In what case can both the hotelier and the travel agent be exonerated from their obligations without having to pay any compensation?

UNIT 4 Business Travel

· Mice Industry

· MICE Industry in Russia

· Business travel

· Business travellers’ needs

Mice Industry

Vocabulary

Study the vocabulary.

1. to attend attendance an attendee an attendant	- посещать, присутствовать - посещаемость - участник - присутствующее лицо
2. a convention	- съезд, собрание
3. to exhibit an exhibit exhibit space rentals   an exhibition an exhibitor	- выставлять, экспонировать - экспонат - аренда выставочных площадей - выставка - экспонент (лицо, учреждение, организация, выставляющие экспонат на выставке)
4. a fee an attendee registration fee	- взнос, сбор - регистрационный взнос участника
5. intermediary	- посредник
6. a lectern	- кафедра
7. MICE: Meetings Incentives Conferences Exhibitions	- индустрия корпоративных мероприятий - корпоративные встречи, презентации, переговоры и т. д. - поощрительные или мотивационные туры и программы - конференции, конгрессы, съезды, форумы - выставки, корпоративные события
8. Events	- деловые мероприятия
a conference	- конференция, совещание (собрание представителей различных организаций, сообществ, стран для обсуждения и решения актуальных проблем)
a convention	- съезд, собрание (собрание представителей разных организаций или групп населения, деятелей в определенной области)
a forum	- форум (мероприятие, проводимое для обозначения или решения глобальных проблем)
a symposium	- симпозиум (совещание, научная конференция по какому-либо научному вопросу обычно с участием представителей разных стран)
a colloquium	- коллоквиум (совещание, семинар, посвященные обсуждению научной, общественно-политической темы)
a seminar	- семинар (интерактивное практическое учебное мероприятие, участники которого обсуждают тематические сообщения, доклады, рефераты и пр.)
a workshop	- практический семинар, секция, рабочая группа (интенсивное учебное мероприя­тие, предполагающее активную работу всех участников)
a roundtable	- «круглый стол» (дискуссия за круглым столом, обсуждение каких-л. вопросов в группе)
a panel discussion	- панельная дискуссия (обсуждение темы группой людей перед аудиторией на научных, деловых или академических конференциях)
a training meeting	- тренинг (краткосрочное мероприятие или ряд мероприятий, на которых участники получают знания или приобретают навыки)
9. meeting setups boardroom style classroom style theatre style	- типы рассадок помещений для проведения деловых мероприятий - стиль зала для заседаний - стиль классной комнаты - стиль театрального зала
10. an outcome	- результат
11. purpose-built	- специализированный
12. to reward	- вознаграждение, поощрение
13. to target a target a target audience	- намечать, планировать - цель, задача - целевая аудитория
14. teambuilding	- командообразование (модель корпоративного менеджмента, построение команды, корпоративного духа с помощью игр и специальных тренингов)
15. a venue	- место проведения деловых мероприятий

Translate the sentences.

1. MICE is an acronym for group business organizations whose market segments are comprised of meetings, incentives, conventions, and exhibitions or events.

2. The importance of the MICE industry lies in the fact that it converts the annual business meetings and conferences into a glamorous and enjoyable event for the delegates and attendants.

3. MICE as a new form of business tourism is the fastest growing section of the international tourism market and one of the fastest growing segments within the tourism industry generating millions in revenues for cities and countries.

4. The MICE industry represents an important revenue source for organizations.

2. The primary sources of MICE revenues are attendee registration fees, exhibit space rentals, sponsorship fees, andconference program advertising fees.

3. Sometimes meeting planners try to keep attendance fees low in an effort to attract the largest number of attendees.

4. Meetings are conferences, workshops, seminars, or other events designed to bring people together for the purpose of exchanging information.

5. A conference is the most general term to indicate a meeting for discussion, most commonly adopted by associations and organizations for their regular meetings.

6. A forum is an assembly for the discussion of common concerns.

7. A seminar is a lecture and a dialogue that allows participants to share experiences in a particular field.

8. A symposium describes a meeting at which a particular subject is discussed by experts and opinions are gathered.

9. The term “ colloquium ” indicates both a traditional conference and a conversational seminar.

10. A workshop is a brief intensive educational program for a small group of people that focuses on techniques and skills in a particular field.

11. Roundtables commonly bring together academics who usually are invited as key-note speakers.

12. During a panel discussion three or more subject area specialists give a brief presentation after which the audience has the opportunity to ask questions of the panellists.

13. The three main types of meeting setups are theater style, classroom style, and boardroom style.

14. Incentive tourism is usually undertaken as a type of employee reward by an organization for targets met or exceeded.

15. Exhibitions are events that bring together sellers of products and services at a location (usually a convention center) where they can show their products and services to a group of attendees at a convention or trade show.

16. A trade fair is a marketplace for commercial suppliers of products or services that are of interest to a specific profession or market segment.

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