1. ESP 1 CUSTOMER SERVICE IN TOURISM SPECIFIC OBJECTIVES: A) CAN UNDERSTAND ARTICLES ABOUT THE TOURISM INDUSTRY B) CAN UNDERSTAND PEOPLE TALKING ABOUT THEIR JOBS IN TOURISM C) CAN DESCRIBEJOB, WORK ROUTINES AND SKILLS IN TOURISM D) CAN ASK QUESTIONS ABOUT PERSONAL INFORMATION E) WRITEN A SHORTEMAIL DESCRIBING JOB ROUTINES AND SKILLS UNIT 1

2. UNDERSTAND PEOPLE TALKING ABOUT THEIR JOBS IN TOURISM AND CREATE A RESUME. ACTIVITY 1 (Resume format) DIRECTIONS: The teacher will play the audio piece provided as many times as needed for the students to get a general idea of the information that is being given. The aim for the first part of class is to grasp all relevant vocabulary (key words) related to working in tourism. As they grasp the vocabulary the have to complete the Resume Template provided, with all the information taken from the audio. Once finished, the students will proceed to create their own resume, this time with their own personal information and adding fictitious data if needed. 3. AUDIO SCRIPT 1 Richard Price: Hello, my name is Richard Price. I live at 186 Bristol Road South in Birmingham. From 2001 until 2005 I studied at the Thames Valley University in London where I got my diploma in education through experience and a degree in Parks Recreation and Tourism. My degree included things like leadership and group dynamics, recreation programming, techniques of education through experience and also site management. In 2004, I went on an internship in Australia, New Zealand and Fiji. It was called The Pacific Challenge; it was a very interesting experience. I attended courses in education through experience with Oakland Royal University and I was a immersed in Cultural awareness because I lived with native families. They told me how to be environmentally friendly and teach me how to leave no trace when camping. From 2006 until 2008 I worked for Backcountry.com, which is an online store and there I was a customer solution specialist. I used to sell backcountry skies, cross country skies, snowboards, items of clothing such as jackets and trousers and safety equipment and accessories like helmets and goggles. I also had to advise customers on questions about our products and also help customers with any problems they had with orders. I left Backcountry.com in 2008 and started to work for Island View Residential Center, which is a facility dedicated to outdoor education and my job was Team Leader. My duties were to develop, coordinate and instruct outdoor education experiences with teenagers up to seventeen years old. Also, I had to plan, organise and conduct recreation programming including outdoor education, overnight camping trips, physical education, leisure education, community service activities and also off campus day activities. Also, everyday, I had to complete and follow risk management plans for all outdoor activities. In 2010, I moved to The United States where I started working for Pioneer Midwest, which is an outdoor sports center and my job title was Seasonal Winter Sport Retail Specialist. I guarded organized team nights for local high schools and managed the store including stocking, cleaning and inventory control. I also had to advise costumers about local ski areas and also ski areas around the whole of the nation. Also, I sold alpine skies, country skies, snowboards, soft goods and accessories. In 2013, I left Pioneer Midwest and started working in Vail Resorts and there I was in charge of leading groups of ten to fifteen people to ensure that everybody had a valid pass. I also solved costumer problems, relating to tickets, lost children and directions. And at the beginning and end of the ski season, I had to organize the setup and dismantling of the ski lift structure. 4. T Y P E A D D R E S S H E R E P H O N E , E - M A I L H E R E N A M E H E R E EDUCATION RELATED EXPERIENCE (most recent first) City, ST Year-Present Position Title ! ! ! (next most recent) City, ST Year-Year Position Title ! ! (next most recent) City, ST Year-Year Position Title ! ! (next most recent) City, ST Year-Year Position Title ! ! 5. ADDITIONAL EXPERIENCE (most recent first) City, ST Year-Present Position Title ! ! ! (next most recent) City, ST Year-Year Position Title ! ! (next most recent) City, ST Year-Year Position Title ! ! (next most recent) City, ST Year-Year Position Title ! ! ! ! CERTIFICATIONS ! ! ! ! ! SPECIAL SKILLS Computer Skills ! ! ! ! Other Skills ! ! ! !