Audioscript: Module 3

Collaborate
Section 3, Screen 7
Guest We’d like to go to Granada by train tomorrow morning. Can you help us book our tickets?
Receptionist Certainly. Let me check the timetable… There’s one train an hour, leaving from the central
station.
Guest What time is the first train?
Receptionist There’s a train at 8:30 which arrives in Granada at 10:19. But you need to change trains in
Santa Ana.
Guest I’d prefer not to change trains. Is there a direct service?
Receptionist Yes, there’s a high-speed train which departs at 9:25. The journey takes about an hour and
twenty minutes.
Guest That’s perfect. Thank you.

Section 3, Screen 9
Receptionist I can book the tickets for you online. Would you like one-way tickets or returns?
Guest Two return tickets, please.
Receptionist Would you like me to make a seat reservation for you?
Guest Yes, please.
Receptionist OK, so that’s two standard-class tickets with seat reservations.
Guest Thank you very much.
Receptionist You need to collect your tickets at the station. And you need to validate your tickets on the
platform before you board the train.

Section 4, Screen 11
Customer I’d like to rent a car for myself and my family for one week. We need something cheap, with good
fuel economy.
Agent OK. The compact is more economical than the standard car.
Customer Does it have space for all of us and our luggage? Will we be comfortable?
Agent The compact is not as comfortable as the standard car, but it’s cheaper. And of course, it’s smaller, so
it’s easier to park in the city.
Customer I see. What about safety?
Agent Well, the safest option is the standard car. It has the highest safety score.
Customer OK… I think we’ll take the standard car, even though it’s more expensive.

Section 4, Screen 13
Agent OK. Can I see your driving licence, please?
Customer Of course. There you are.

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Agent Thank you. Now, I can offer you an upgrade to a larger car at no extra charge.
Customer Thanks, but the standard car is fine for us.
Agent No problem. Now, I just need to take a deposit on your credit card… Don’t worry. We won’t charge you
unless there’s some damage to the car.
Customer You mean if I have an accident?
Agent Yes. Do you want to take out any additional insurance?
Customer No, thanks.
Agent OK. Is there anything else you require?

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Discover
Microlesson 1, Section 3, Screens 2, 3 and 4
Tourism Professional How can I help you today, sir?
Visitor Hello, yes, what is the best way to get to Manhattan from here?
Tourism Professional Manhattan. Well, a taxi can pick you up from here and take you there. Just ask the
driver to drop you off in Manhattan.
Visitor That’s quite expensive, isn’t it?
Tourism Professional Yes, it is. There’s also the metro. That’s cheaper. You can buy a single ticket for one
journey on the metro or get a day ticket.
Visitor OK, thanks. I also want to visit a friend in Philadelphia while I’m here. Can I take the train from New
York to Philadelphia?
Tourism Professional Yes, you can. Trains depart every 20 or 30 minutes from Penn Station in New York to
Philadelphia.
Visitor Thank you very much. That’s very helpful.

Microlesson 1, Section 3, Screens 6, 7 and 8

Visitor Excuse me. This is my first time in Manchester and I’m not really sure how to get around the city.
Tourism Professional OK. Where do you want to go?
Visitor I would like to go to the Science and Industry Museum. That sounds interesting.
Tourism Professional Yes, of course. You can get on the tram to that museum from the tram stop here. Just
get off at the Deansgate-Castlefield stop.
Visitor Great. And do you have a timetable for the tram?
Tourism Professional Oh, you won’t need a timetable. The trams depart every 10 or 15 minutes.
Visitor Oh great. There isn’t a metro in Manchester then?
Tourism Professional No, there isn’t a metro here.
Visitor I was thinking about going to Liverpool for the day. Can I get a train there?
Tourism Professional Yes, there are trains from Manchester Piccadilly station.
Visitor Oh good. Thank you.
Tourism Professional It’s a good idea to get a return ticket if you want to go for the day. It’s a bit cheaper
than two single tickets.
Visitor OK. Thank you so much for your help.
Tourism Professional You’re welcome.

Microlesson 2, Section 1, Screen 4

Samaira It can sometimes be hard to get on a train because there are lots of people trying to board at the
same time. If you want to board more easily, I suggest travelling first class instead of standard class. There
is more space in first class and seat reservations are possible here. You can choose where you want to sit
when you buy your ticket.

Microlesson 2, Section 1, Screen 5

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Samaira There are direct services to all cities. These do not stop anywhere on the way, so they are a bit
quicker. Most direct services leave at peak times, when people go to work in the morning and come back
home in the evening, so train tickets are more expensive. If you want a cheaper ticket, I suggest you travel
off-peak – this is when people are at work or at the weekend.

Microlesson 2, Section 2, Screens 3 and 4

Kareem There are three direct trains an hour, leaving from Central Station. If you want to leave soon, there’s
a train at a quarter past ten which arrives at the airport at eleven o’clock. If you want a cheaper ticket,
there’s a service which stops at four stations – the next train is in ten minutes and the journey takes about
ninety minutes. With this service, you need to change trains at the second station – when you get off, just
go across the platform and you can board the train to the airport there.

Microlesson 2, Section 2, Screens 5 and 6

Guest Thanks, that’s really useful. And is there a bus to the airport as well?
Kareem There is, but it takes a lot longer than the train because there’s a lot of traffic.
Guest OK, well I want to get to the airport early, so I’ll take the direct train.
Kareem Great, I can get you a ticket. Would you like me to make a seat reservation for you?
Guest Yes, please, that would be very helpful.
Kareem No problem. And remember, you need to validate your ticket before you board the train.

Microlesson 4, Section 1, Screens 3 and 4

Lucas And how long would you like to rent the car for, Miss Novak?
Miss Novak A week, please.
Lucas No problem, it will need to be back at the same time next Tuesday. Can I see your driving licence,
please?
Miss Novak Of course, here you are.
Lucas Thank you. And your credit card as well, please.
Miss Novak OK… but I’ve already paid for the booking.
Lucas That’s correct. But I just need to take a deposit. We won’t charge you unless there is some damage.

Microlesson 4, Section 1, Screens 5 and 6

Lucas I can offer you an upgrade to a larger vehicle at no extra charge, if you’d like?
Miss Novak Thanks, but that won’t be necessary. I prefer to drive a small car when in the city.
Lucas No problem at all. What about any extras? Do you want to take out any additional insurance?
Miss Novak Actually, that’s a good idea, but I’d like to pay for the insurance with my company credit card.
Lucas That’s absolutely fine, just a moment, please. OK, you’re all set! Have a lovely trip and please return
the car with a full tank.

Microlesson 4, Section 3, Screens 2, 3 and 4

Car Rental Agent The standard isn’t as comfortable as the luxury car. If you want to save money, the
economy car is cheaper than the other models. However, the most ecofriendly option is the electric

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 vehicle. The safest type of car is the full-size model – it’s more expensive than the standard car, but it’s
also more comfortable.

Microlesson 5, Section 2, Screens 2 and 3

Tourism Professional How can I help you today, sir?
Visitor Hello, yes, what is the best way to get to Manhattan from here?
Tourism Professional Manhattan. Well, a taxi can pick you up from here and take you there. Just ask the
driver to drop you off in Manhattan.
Visitor That’s quite expensive, isn’t it?
Tourism Professional Yes, it is. There’s also the metro. That’s cheaper. You can buy a single ticket for one
journey on the metro or get a day ticket.
Visitor OK, thanks. I also want to visit a friend in Philadelphia while I’m here. Can I take the train from New
York to Philadelphia?
Tourism Professional Yes, you can. Trains depart every 20 or 30 minutes from Penn Station in New York to
Philadelphia.
Visitor Thank you very much. That’s very helpful.

Microlesson 5, Section 2, Screen 8

Samaira It can sometimes be hard to get on a train because there are lots of people trying to board at the
same time. If you want to board more easily, I suggest travelling first class instead of standard class. There
is more space in first class and seat reservations are possible here. You can choose where you want to sit
when you buy your ticket.

Microlesson 5, Section 2, Screen 9

Guest Thanks, that’s really useful. And is there a shuttle bus to the airport as well?
Kareem There is, but it takes a lot longer than the train because there’s a lot of traffic.
Guest OK, well I want to get to the airport early, so I’ll take the direct train.
Kareem Great, I can get you a ticket. Would you like me to make a seat reservation for you?
Guest Yes, please, that would be very helpful.
Kareem No problem. And remember, you need to validate your ticket before you board the train.

© Oxford University Press Go-Vocational: Tourism 5

The Career Podcast
The introduction
Tom Hello, and welcome back to The Career Podcast, the podcast about the world of work. My name’s Tom,
and with me are Nina and Zoe. How are you both doing?
Nina Good, thank you.
Zoe Yeah, fine, thanks. We’re looking forward to your interview with our next guest.
Tom Yes, me too. Today’s guest is called Kate, and she has quite a difficult job. She works in one of the most
important places in the international tourism industry. Can you guess what it is?
Zoe Hmm, does she work at an airport, perhaps?
Tom Yes, you’re right, actually. She works at one of the big London airports as an onward travel centre
assistant.
Nina An onward travel centre assistant? Are those the people who give you information about how to get from
the airport to the place where you’re staying?
Zoe Yeah, they help you with information about public transport or hiring a car.
Nina They’re always very calm and patient when there are problems with the trains, too.
Zoe Kate must have to help visitors from all over the world every day!
Tom I’m sure she does. Let’s hear what she has to say.

The interview, Part 1

Tom Hello, Kate! And welcome to The Career Podcast.
Kate Thank you.
Tom We’re really pleased to have you with us today because you’re usually busy at the airport, helping
visitors after they get off the plane.
Kate That’s right. When visitors come into the arrivals hall, they see our onward travel centre. And if they have
any questions about how to get to where they’re staying, they can ask us.
Tom And do a lot of visitors come to you for help?
Kate Yes. It can be difficult for visitors because there are so many travel options. They can choose from
buses, overland trains, underground trains, and, of course, taxis. We know how to quickly look up the
information the tourists and travellers need and then we use that information to give them advice on the
best route for them. We explain the different transport options and how much each option costs.
Tom So, you have to listen to the visitor, find out what they need, and then show them some possible routes?
Kate Exactly. You can’t make the mistake of thinking that all visitors want to take the cheapest or the fastest
train!
Tom So, what other things do onward travel centre assistants need to be able to do?
Kate You need to be very focused on each visitor and listen carefully, especially in the noisy arrivals hall!
Tom So, you need to have good communication skills?
Kate Yes, exactly. Travellers are often tired, but we have to be polite and patient with everybody.
Tom Do you ever have any language problems?
Kate Yes. Not all visitors can speak English very well, so it can be difficult to understand what people are

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 saying. In my job, you learn to speak more slowly at times, and to use simple words. This really helps us
communicate effectively in these situations.

The interview, Part 2

Tom So, other than communication skills, what else makes a good onward travel centre assistant?
Kate Well, you also need to work hard to keep things moving. We help one visitor and then go on to the next
one, so nobody has to wait too long. If the onward travel centre is quiet, and I see someone who looks like
they’re lost or not sure where to go, I ask them if I can help. You have to be proactive like that, too.
Tom Definitely. And what if things go wrong with the trains or the buses?
Kate That happens sometimes. Maybe there are no trains running, or they’re running late. It’s our job to tell
the tourists and travellers that everything is going to be OK. We need to let them know there are other
travel options and that they will be able to get to their destination. We help them stay calm and we find a
plan B!
Tom So, what experience do you need to do your job?
Kate You definitely need customer service experience, so you know how to talk to and help visitors. And if
you have any other travel industry experience, that is really useful.
Tom And what opportunities are there for onward travel centre assistants if they want to move up in their
career?
Kate Well, there are supervisors in our onward travel centre who manage and support the other assistants.
There is also the manager of the whole centre. She became a supervisor first and then the centre
manager. Of course, if you are very good at customer service, you can also find work in that area in other
companies.
Tom Great, so you have the chance to move up and manage other employees at the airport or to work in
other industries.
Kate That’s right. It’s something for me to think about in the future, but I’m happy doing what I’m doing right
now.
Tom Thank you for your time today, Kate. Great talking to you.
Kate Thanks, you too.

The discussion
Tom So, Nina and Zoe, how would you feel about working in an onward travel centre?
Nina I’m not sure if I could do it. I think it would be a bit too stressful for me, talking to so many people every
day. All of them asking lots of questions and wanting to get the information they need as quickly as
possible! What do you think, Zoe?
Zoe Hmm… I don’t know, Nina. I’m sure it can be stressful at times. But it must be great to know that you’ve
helped visitors to get to their final destination, so they can start their holiday and enjoy the place they’re
visiting.
Nina Yes, I think I would enjoy talking to people from all over the world. And I’d like the problem-solving you
have to do, like if there’s a problem with the trains. I’d enjoy finding a plan B for travellers.
Zoe Yes, I can see that. And Kate mentioned that you can move up to work as a supervisor or manager, so
there is a career path. It’s not only about talking to travellers.

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Tom Well, thanks for joining me today, Nina and Zoe. And thanks for listening. That brings us to the end of
today’s episode of The Career Podcast. Join us again next time when Zoe will be talking to a food tour
guide.

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