Практическая часть к государственному квалификационному экзамену по дисциплине «Иностранный язык делового общения»

Учебный год

1. Прочитайте задание и выполните его в письменном виде.

• прочитайте объявление туристического информационного центра об имеющихся вакансиях и напишите свою автобиографию и сопроводительное письмо
• прочитайте жалобу туристов и напишите письмо-извинение
• прочитайте письмо-запрос и дайте на него ответ

Памятка для написания резюме и сопроводительного письма

1. Прочитайте объявление о вакансиях и обратитесь по поводу трудоустройства на эту должность.

1. Представьте свои профессиональные и личные качества так, чтобы они соответствовали той должности, на которую вы претендуете.

1. Укажите возможности связаться с вами. Поблагодарите за внимание к вашему письму и выразите надежду на ответ. Не забудьте правила оформления соответствующей деловой корреспонденции на английском языке.

Памятка для написания ответа на жалобу

1. Прочитайте письмо клиента в турагентство и напишите письмо-извинение.

1. Определите те случаи, за которые ответственность несет Ваше турагентство и те, которые вне Вашей компетенции. Предложите соответствующую компенсацию.

1. Принесите вежливые извинения и не забудьте правила оформления соответствующей деловой корреспонденции на английском языке.

Памятка для написания ответа на запрос туристической информации

1. Прочитайте запрос туристов об информации и напишите ответ на запрос.

1. Постарайтесь учесть интересы всех, кто планирует принять участие в поездке.

1. Будьте позитивны и помните правила оформления соответствующей деловой корреспонденции на английском языке.

Task 1 Read the advertisement and apply for the job. Write your CV and a cover letter.

San Sola Airlines

The largest carrier in the Middle East has vacancies at its UK call centre for a reservations agent.

full or part-time

Applicants should be able to handle pressure and achieve targets.

Apply in writing, enclosing CV, to Simon Scott, Human Resources Officer, 44 Morris Road, London W14 6TA

Task 2 Read the advertisement and apply for the job. Write your CV and a cover letter.

FRONT OFFICE MANAGER

Clarion Hotel is seeking a well-presented person to maximize room occupancy and supervise front-desk operations including check-in and check-out. Strong management and organizational skills are required as well as a sense of humour and the ability to handle the occasional emergency.

Apply in writing, enclosing CV, to Mr Freeman, Human Resources Officer, 12 Green Street, London W14 6TA

Task 3 Read the advertisement and apply for the job. Write your CV and a cover letter.

American Express, one of the world’s leading financial organizations, is looking for an EVENTS MANAGER.

Key tasks include writing proposals and making sure events run to budget. Expertise in World and Excel is a must.

If you are a creative person with initiative send your CV and covering letter to Jim Baker, Executive Recruitment, 15 Bargly Str, Dayton OH 55042

Task 4 Read the advertisement and apply for the job. Write your CV and a cover letter.

OPERATIONS MANAGER

London tour operator is seeking an innovative individual to take charge of a busy department. The successful candidate will be responsible for the supervision of ten staff in the hotel section.

Duties include solving problems and making financial decisions. Computer literacy and travel background essential.

Apply in writing, enclosing CV, to Mrs Williams, Manager, 1 Brixton Lane, London S22 6TA

Task 5 Read the advertisement and apply for the job. Write your CV and a cover letter.

CONFERENCE EVENT CO-ORDINATOR

Conference Consultants is a dynamic events management organization which provides creative, exciting and affordable solutions for conferences and exhibitions. We are currently looking for a hardworking person to join our staff.

The successful applicant will be responsible for organizing special events. This person will have excellent customer service and management skills and be prepared to work under pressure.

Apply in writing, enclosing CV, to the Human Resources Officer, 80 Cambell Street, London WC2 9AN

Task 6 Read the advertisement and apply for the job. Write your CV and a cover letter.

NIGHT AUDITOR

This is a chance to become a part of a well-established international five-star hotel.

We are looking for a Night Auditor for a busy hotel front office. Reporting to the Front Office Manager, you will be skilled at supervising staff, handling guest queries and complaints, maximizing room occupancy and producing daily business figures.

If you are well-presented and patient with a friendly, helpful personality send your CV and covering letter to Jim Baker, Executive Recruitment, The Manor Park Hotel, 15 Bargly Str, Dayton OH 55042.

Task 7 Read the advertisement and apply for the job. Write your CV and a cover letter.

Travel Sales Consultant

Leading travel agency is seeking a travel sales consultant

to sell holidays and other travel products.

Good telephone, IT and numeracy skills are a must.

The job involves booking package tours, making hotel reservations anв arranging car hire as well as designing individual holidays for independent traveller. You will be caring and have an outgoing personality.

Apply in writing, enclosing CV, to the Human Resources Officer, 18 Baker Street, London WC2 9AN

Task 8 Read the advertisement and apply for the job. Write your CV and a cover letter.

Resort reps

If you enjoy being in foreign places but don’t like being on the move the whole time, then being a resort representative is a great job for you.

You will need to be enthusiastic, energetic, possess excellent communication skills and be good at dealing with emergences and making decisions on your own.

Apply in writing, enclosing CV, to Mrs Williams, Manager, 12 Brighton Lane, London S22 6TA

Task 9 Read the advertisement and apply for the job. Write your CV and a cover letter.

Hotel Receptionist

Excellent entry level vacancy for outgoing personality at this three-star hotel. The person appointed will be the first point of contact for visitors, clients and suppliers. Good phone and customer skills are a must. In this full-time position you will be part of a friendly and dynamic team, responsible for handling all front desk operations.

Reply to Mrs Smith, Manager, The Manor Park Hotel, 12 Furtree Str, Stony Stratford, Buckinghamshire.

Task 10 Read the advertisement and apply for the job. Write your CV and a cover letter.

Front Office Manager

This is a chance to become a part of a well-established international five-star hotel.

We are looking for a Front Office Manager for a busy hotel front office. To join our staff you will be skilled at supervising staff, handling guest queries and complaints, maximizing room occupancy and producing daily business figures.

If you are well-presented and patient with a friendly, helpful personality send your CV and covering letter to John Bright, Manager, The Manor Park Hotel, 10 Park Lane, London OH 55042.

Task 11 Read a letter of complaint and write a letter of apology.

Mr Arthur Grundy

7 St Luke’s Rd

Tunbridge Wells

TN 4 9CG

27^th June

Manager

Med Tours

106 Netherwood Rd

London W14 3PG

Dear Sir or madam,

I am writing to complain about the terrible organization of a holiday recently booked with Med Tours.

My wife and I had chosen to stay in Bugibba, Malta from 19-26 June (ref: BMT 532) in order to celebrate our wedding anniversary together in peaceful and relaxing surroundings.

Our troubles began at the airport where our outward flight was delayed for over four hours. The check-in staff were unhelpful and there was no representative from Med Tours present to help deal with the situation. We finally took off at 3.15 pm and eventually arrived at the hotel in the evening tired and frustrated with having wasted the first day of the holiday.

The hotel was reasonably comfortable but the food lacked variety and the service was poor. Although advertised in your brochure as `a stone’s throw from the beach`, the hotel is in fact situated on the other side of a busy main road and is at least 20 minutes` walk away. The shops in the resort were crowded and expensive and there were a lot of noisy road works in the town.

Last but not least, the return flight was scheduled for 9.10 am which meant having to leave the resort at dawn to get to the airport on time. As a result, the stay is certainly not seven days as advertised and certainly cannot be described as `a haven of peace and tranquility`. I am therefore looking for compensation for the inconvenience and distress of a ruined holiday.

Yours faithfully,

Arthur Grundy

Task 12 Read a letter of complaint and write a letter of apology.

Mr Michael Singh

4 Eldertree Cottages

Alton, Hants

GU34 2RB

31^st May

Customer Service Manager

Alpha Tours

112 Harrow Way

Old Woking

GUB 7BT

Dear Sir or Madam,

I am writing to complain about the terrible organization of a holiday recently booked with Alpha Tours.

My wife and I had chosen to stay in Cyprus from 22-29 May (ref: BMT 42) in order to celebrate our wedding anniversary together in peaceful and relaxing surroundings.

Our troubles began at the airport where our outward flight was delayed for over four hours. The check-in staff were unhelpful and there was no representative from Alpha Tours present to help deal with the situation. We finally took off at 4.30 pm and eventually arrived at the hotel in the evening, exhausted and disappointed with having wasted the first day of the holiday.

The hotel was reasonably comfortable but a refurbishment was taking place during the first two days of our stay there. The noise did not give us opportunity to have a rest in the afternoons. The food lacked variety and the service was poor.

Last but not least, the return flight was scheduled for 8.30 am which meant having to leave the resort at dawn to get to the airport on time. As a result, the stay is certainly not seven days as advertised and certainly cannot be described as `a haven of peace and tranquility`. I am therefore looking for compensation for the inconvenience and distress of a ruined holiday.

Yours faithfully,

Michael Singh

Task 13 Read a letter of complaint and write a letter of apology.

Mrs Ann Grundy

7 St Luke’s Rd

Tunbridge Wells

TN 4 9CG

27^th July

Manager

Med Tours

106 Netherwood Rd

London W14 3PG

Dear Sir or Madam,

I was shocked with the terrible organization of a holiday recently booked with Med Tours.

My husband and I had chosen to stay in Thessaloniki from 10-17 July (ref: BMT 532) in order to spend our holiday together in peaceful and relaxing surroundings.

Our troubles began as soon as we arrived at the airport where our outward flight was delayed for over five hours. The check-in clerk was unhelpful and there was no representative from Med Tours present to help deal with the situation. We finally took off at 5.10 pm and eventually arrived at the hotel in the evening, tired and frustrated with having wasted the first day of the holiday.

The hotel was reasonably comfortable but a refurbishment was taking place during the first two days of our stay there. The noise did not give us opportunity to have a rest in the afternoons. The food lacked variety and the service was poor.

To make matters worse, the return flight was scheduled for 9.10 am which meant having to leave the resort at dawn to get to the airport on time. As a result, the stay is certainly not seven days as advertised and certainly cannot be described as `a haven of peace and tranquility`. I am therefore looking for compensation for the inconvenience and distress of a ruined holiday.

Yours faithfully,

Ann Grundy

Task 14 Read a letter of complaint and write a letter of apology.

Mr Arthur Grundy

7 St Luke’s Rd

Tunbridge Wells

TN 4 9CG

27^th June

Manager

Med Tours

106 Netherwood Rd

London W14 3PG

Dear Sir or Madam,

I am writing to express my strongest dissatisfaction with the terrible organization of a holiday recently booked with Med Tours.

My wife and I had chosen to stay in Bugibba, Malta from 19-26 June (ref:BMT 532) in order to celebrate our wedding anniversary together in peaceful and relaxing surroundings.

Our troubles began at the airport where our outward flight was delayed for over four hours. The check-in staff were unhelpful and there was no representative from Med Tours present to help deal with the situation. We finally took off at 3.15 pm and eventually arrived at the hotel in the evening, exhausted and disappointed with having wasted the first day of the holiday.

The hotel was reasonably comfortable but the food lacked variety and the service left much to be desired. Although advertised as `a stone`s throw from the beach`, the hotel is in fact situated on the other side of a busy main road and is at least 20 minutes` walk away. The shops in the resort were crowded and expensive and there were a lot of noisy road works in the town.

Finally, the return flight was scheduled for 9.10 am which meant having to leave the resort at dawn to get to the airport on time. As a result, the stay is certainly not seven days as advertised and certainly cannot be described as `a haven of peace and tranquility`. I am therefore looking for compensation for the inconvenience and distress of a ruined holiday.

Yours faithfully,

Arthur Grundy

Task 15 Read a letter of complaint and write a letter of apology.

Mrs Ellen Green

7 St Luke’s Rd

Tunbridge Wells

TN 4 9CG

20^th September

Manager

Med Tours

106 Netherwood Rd

London W14 3PG

Dear Sir or Madam,

I am writing to complain about the terrible organization of a holiday recently booked with Med Tours.

My husband and I had chosen to stay in Madrid from 5-19 September in order to celebrate our wedding anniversary together in peaceful and relaxing surroundings.

Our troubles began at the airport where our outward flight was delayed for over four hours. The check-in staff were unhelpful and there was no representative from Med Tours present to help deal with the situation. We finally took off at 3.15 pm and eventually arrived at the hotel in the evening, tired and frustrated with having wasted the first day of the holiday.

The hotel was reasonably comfortable but the service left much to be desired. Although advertised as `a stone`s throw from the beach`, the hotel is in fact situated on the other side of a busy main road and is at least 20 minutes` walk away. The shops in the resort were crowded and expensive and there were a lot of noisy road works in the town.

Last but not least, the return flight was scheduled for 9.10 am which meant having to leave the resort at dawn to get to the airport on time. As a result, the stay is certainly not seven days as advertised and certainly cannot be described as `a haven of peace and tranquility`. I am therefore looking for compensation for the inconvenience and distress of a ruined holiday.

Yours faithfully,

Ellen Green

Task 16 Read a letter of complaint and write a letter of apology.

Mr Arthur Grundy

7 St Luke’s Rd

Tunbridge Wells

TN 4 9CG

27^th June

Manager

Med Tours

106 Netherwood Rd

London W14 3PG

Dear Sir or Madam,

I am writing to express my strongest dissatisfaction with the terrible organization of a holiday recently booked with Med Tours.

My wife and I had chosen to stay in Bugibba, Malta from 19-26 June (ref:BMT 532) in order to celebrate our wedding anniversary together in peaceful and relaxing surroundings.

As soon as we arrived at the airport our troubles began. Our flight was delayed for over four hours. The check-in clerk was unhelpful and there was no representative from Med Tours present to help deal with the situation. We finally took off at 3.15 pm and eventually arrived at the hotel in the evening, tired and frustrated with having wasted the first day of the holiday.

The hotel was reasonably comfortable but the food lacked variety and the service was poor. Although advertised as `a stone`s throw from the beach`, the hotel is in fact situated on the other side of a busy main road and is at least 20 minutes` walk away. The shops in the resort were crowded and expensive and there were a lot of noisy road works in the town.

Last but not least, the return flight was scheduled for 9.10 am which meant having to leave the resort at dawn to get to the airport on time. As a result, the stay is certainly not seven days as advertised and certainly cannot be described as `a haven of peace and tranquility`. I am therefore looking for compensation for the inconvenience and distress of a ruined holiday.

Yours faithfully,

Mr Arthur Grundy

Task 17 Read a letter of enquiry and write a reply.

Mr Michael Williams

4 Eldertree Cottages

Alton, Hants

GU34 2RB

5^th July

Alpha Tours

112 Semashko Str

220000, Minsk

Belarus

Dear Sir or Madam,

My wife and I, plus two our teenage children, are planning to visit Minsk for a few days. I was wondering if you could give us some advice on things to do.

My wife likes collecting old jewellery and is interested in cooking. The children’s main interests are music, sport and dance. They will tolerate some sightseeing or a walk the open air. As for me, I am fond of history and painting.

Thanks in advance

Mr Michael Williams

Task 18 Read a letter of enquiry and write a reply.

Mr Michael Williams

4 Eldertree Cottages

Alton, Hants

GU34 2RB

5^th July

Top Tours

112 Semashko Str

220000, Minsk

Belarus

Dear Sir or Madam,

My wife and I, a newly married couple, are planning to visit Minsk for a few days. I was wondering if you could give us some advice on things to do.

My wife likes visiting museums and galleries and is interested in cooking. My main interests are sport and walk the open air. In addition, I am fond of history and painting.

Thanks in advance

Mr Michael Williams

Task 19 Read a letter of enquiry and write a reply.

Mr Michael Williams

4 Eldertree Cottages

Alton, Hants

GU34 2RB

5^th July

Top Tours

112 Semashko Str

220000, Minsk

Belarus

Dear Sir or Madam,

My wife and I, an elderly couple, are planning to visit Minsk for a few days. I was wondering if you could give us some advice on things to do.

We both are fond of exploring new places and meeting people. We like visiting museums and learning about national features of other countries such as music, festivals and cuisine.

Thanks in advance

Mr Williams

Task 20 Read a letter of enquiry and write a reply.

Mr Michael Williams

4 Eldertree Cottages

Alton, Hants

GU34 2RB

5^th July

Top Tours

112 Semashko Str

220000, Minsk

Belarus

Dear Sir or Madam,

My wife and I, plus our teenage son, are planning to visit Minsk for a few days. I was wondering if you could give us some advice on things to do.

We all are fond of exploring new places and meeting people. We like sightseeing, sport and walk the open air. Besides we are interested in learning about cultural heritage of your nation.

Thanks in advance

Mr Williams

Task 21 Read a letter of enquiry and write a reply.

Mr Michael Williams

4 Eldertree Cottages

Alton, Hants

GU34 2RB

5^th July

Top Tours

112 Semashko Str

220000, Minsk

Belarus

Dear Sir or Madam,

My wife and I, plus our teenage daughter, are planning to visit Minsk for a few days. I was wondering if you could give us some advice on things to do.

We all are fond of visiting museums and galleries. We like sightseeing, sport and music. Besides we are interested in going to some architectural monuments and buildings of your country.

Thanks in advance

Mr Williams

Task 22 Read a letter of enquiry and write a reply.

Mr Michael Williams

4 Eldertree Cottages

Alton, Hants

GU34 2RB

5^th July

Top Tours

112 Semashko Str

220000, Minsk

Belarus

Dear Sir or Madam,

My girl-friend and I are planning to visit Minsk for a few days. I was wondering if you could give us some advice on things to see and do in your city.

We both are fond of meeting new people and exploring historical sites. We like sightseeing, sport and music. Besides we are interested in learning national traditions of new countries.

Thanks in advance

Mr M Williams

Task 23 Read a letter of enquiry and write a reply.

Mr Michael Williams

4 Eldertree Cottages

Alton, Hants

GU34 2RB

5^th July

Top Tours

112 Semashko Str

220000, Minsk

Belarus

Dear Sir or Madam,

My wife and I, plus our teenage son, are planning to visit Minsk for a few days. I was wondering if you could give us some advice on things to do.

We all are fond of exploring new places and meeting people. We like sightseeing, sport and walk the open air. Besides we are interested in learning about cultural heritage of your nation.

Thanks in advance

Mr M Williams

Task 24 Read a letter of enquiry and write a reply.

Mrs Sue Freed

4 Eldertree Cottages

Alton, Hants

GU34 2RB

5^th July

Top Tours

112 Semashko Str

220000, Minsk

Belarus

Dear Sir or Madam,

My husband and I, plus our teenage daughter, are planning to visit Minsk for a few days. I was wondering if you could give us some advice on things to do.

My husband likes painting and exploring historical places. Our daughter’s main interests are open air sports and dance. As for me, I am fond of visiting museums and learning cooking traditions of different countries. We all like sightseeing and watching festivals.

Thanks in advance

Mrs Sue Freed

Task 25 Read a letter of enquiry and write a reply.

Mr John Evans

4 Eldertree Cottages

Alton, Hants

GU34 2RB

5^th July

Top Tours

112 Semashko Str

220000, Minsk

Belarus

Dear Sir or Madam,

My wife and I, plus two our teenage sons, are planning to visit Minsk for a few days. I was wondering if you could give us some advice on things to do.

We all are fond of sightseeing anв visiting old castles and historical places. Our sons like sport and walk the open air. Besides, my wife is interested in cooking national dishes.

Thanks in advance

Mr Evan

Примерные варианты резюме и сопроводительного письма

(задания 1-10)

CV

Personal details

Tatyana Ivanova

18 Semashko Str

220014 Minsk, Belarus

e-mail: tatyana ivanova@mail.ru

21 years old

Belarusian

Education and qualifications

Minsk College of Business (specialising in Tourism and Hospitality) 2008-2010

School № 12, Minsk, 1997-2008

Work Experience

Internship at the Cross Hotel (Minsk) Assistant Manager of a three-star hotel (35 rooms, 2 conference halls). Responsible for staff supervision, exhibitions organising and catering. March – April 2010

Global Tours (Minsk) Travel Sales Consultant. June – August 2009

Designed individual tours, arranged car hire and hotel reservations.

Professional Skills

Project management, customer care and PR, IT skills

Computer skills: MS Office, special management software (HOTIX, CALLSTAR)

Languages: Russian, English, some French

Interests: Golf, Japanese theatre

Name and address of referee

Mr Bouma, the Cross Hotel, 14 Nemiga Str, Minsk

Cover Letter

Tatyana Ivanova

18 Semashko Str

220014 Minsk, Belarus

e-mail: tatyana ivanova@mail.ru

20^th November

The Executive Recruitment

The Manor Park Hotel

15 Bargly Str

Dayton OH 55042

Dear Mr Baker,

I am writing with reference to the position of Night Auditor as advertised in the Hotel & Catering reporter on 16 November.

Please find enclosed a copy of my CV outlining my background and qualifications. As an Assistant Manager of a three-star hotel I supervised the operation of the night shift and implemented routine checks of the hotel.

I also have practical experience of organizing exhibitions and catering. I am skilled at designing individual tours, arranging car hire as well as making hotel reservations.

I am well-presented and have an outgoing personality. I am used to dealing with people of all ages and levels.

I am available for interview at a time and place of your convenience.

I can be reached at the above postal and email addresses or on 0033 1 5543 7574. I appreciate your time and consideration and look forward to hearing from you soon

Yours faithfully,

Tatyana Ivanova

Enc. CV

CV

Personal details

Tatyana Ivanova

18 Semashko Str

220014 Minsk, Belarus

e-mail: tatyana ivanova@mail.ru

21 years old

Belarusian

Education and qualifications

Minsk College of Business (specialising in Tourism and Hospitality) 2008-2010

School № 12, Minsk, 1997-2008

Work Experience

Internship at the Cross Hotel (Minsk) Assistant Manager of a three-star hotel (35 rooms, 2 conference halls). March – April 2010

Global Tours (Minsk) Travel Sales Consultant. June – August 2009

Professional Skills

Project management, customer care and PR, IT skills

Computer skills: MS Office, special management software (HOTIX, CALLSTAR)

Languages: Russian, English, some French

Interests: Golf, Japanese theatre

Name and address of referee

Mr Bouma, the Cross Hotel, 14 Nemiga Str, Minsk

Cover Letter

Tatyana Ivanova

18 Semashko Str

220014 Minsk, Belarus

e-mail: tatyana ivanova@mail.ru

20^th November

The Executive Recruitment

The Manor Park Hotel

15 Bargly Str

Dayton OH 55042

Dear Mr Baker,

I am writing with reference to the position of Night Auditor as advertised in the Hotel & Catering reporter.

Please find enclosed a copy of my CV outlining my background and qualifications.

I have practical experience of organizing exhibitions and catering. I am skilled at designing individual tours, arranging car hire as well as making hotel reservations.

I am well-presented and have an outgoing personality.

I am available for interview at a time and place of your convenience.

I can be reached at the above postal and email addresses or on 0033 1 5543 7574. I appreciate your time and consideration and look forward to hearing from you soon

Yours faithfully,

Tatyana Ivanova

Enc. CV

CV

Personal details

Tatyana Ivanova

18 Semashko Str

220014 Minsk, Belarus

e-mail: tatyana ivanova@mail.ru

21 years old

Belarusian

Education and qualifications

Minsk College of Business (specialising in Tourism and Hospitality) 2008-2010

School № 12, Minsk, 1997-2008

Languages: Russian, English, some French

Interests: Golf, Japanese theatre

Name and address of referee

Mr Bouma, the Cross Hotel, 14 Nemiga Str, Minsk

Cover Letter

Tatyana Ivanova

18 Semashko Str

220014 Minsk, Belarus

e-mail: tatyana ivanova@mail.ru

20^th November

The Executive Recruitment

The Manor Park Hotel

15 Bargly Str

Dayton OH 55042

Dear Mr Baker,

I am writing with reference to the position of Night Auditor.

I can be reached at the above postal and email addresses or on 0033 1 5543 7574. I appreciate your time and consideration and look forward to hearing from you soon

Yours faithfully,

Tatyana Ivanova

Enc. CV

Примерные варианты ответа на жалобу (задания 11-16)

Med Tours

106 Netherwood Rd

London W14 3PG

30 June

Mr. Arthur Grundy

7 St Luke`s Rd

Tunbridge Wells

TN4 9CG

Dear Mr Grundy,

Thank you for your letter regarding your recent holiday with Med Tours. We are very sorry to hear that you were dissatisfied with the organization of the holiday, as we try to ensure that all our customers receive a high quality service.

Unfortunately, you were victims of air traffic congestion at the airport which is beyond our control. But we were sorry to hear that the staff at the terminal were unhelpful during your delay at the airport. It is company policy that clients who are delayed are kept fully updated and provided with refreshments and we will look into why this did not occur.

In your letter you mentioned several inconsistencies between the brochure and the conditions in the hotel, particularly the distance from the beach and the length of the stay. Thank you for bringing this to our attention. Be assured that we will amend the information in the brochure.

The further inconveniences you suffered relating to the hotel and the resort, while not our direct responsibility, are of concern to us and we will investigate them.

After investigating the flight times we have decided to compensate you for the equivalent of one day of your holiday per person. Our accounts department will be sending you a cheque within the next few days, together with a voucher offering 10% discount on your next booking with us.

Once again, our sincerest apologies for the inconvenience caused and we look forward to hearing from you.

Yours sincerely,

James Greenwald

Manager

Med Tours

106 Netherwood Rd

London W14 3PG

30 June

Mr. Arthur Grundy

7 St Luke`s Rd

Tunbridge Wells

TN4 9CG

Dear Mr Grundy,

Thank you for your letter regarding your recent holiday with Med Tours. We are very sorry to hear that you were dissatisfied with the organization of the holiday, as we try to ensure that all our customers receive a high quality service.

We were sorry to hear that the staff at the terminal were unhelpful during your delay at the airport and we will look into this matter.

In your letter you mentioned several inconsistencies between the brochure and the conditions in the hotel, particularly the distance from the beach and the length of the stay. Thank you for bringing this to our attention. Be assured that we will amend the information in the brochure.

After investigating the flight times we have decided to compensate you for the equivalent of one day of your holiday per person. Our accounts department will be sending you a cheque within the next few days, together with a voucher offering 10% discount on your next booking with us.

Once again, our sincerest apologies for the inconvenience caused and we look forward to hearing from you.

Yours sincerely,

James Greenwald

Manager

Med Tours

106 Netherwood Rd

London W14 3PG

30 June

Mr. Arthur Grundy

7 St Luke`s Rd

Tunbridge Wells

TN4 9CG

Dear Mr Grundy,

Thank you for your letter regarding your recent holiday with Med Tours. We are very sorry to hear that you were dissatisfied with the organization of the holiday.

Our sincerest apologies for the inconvenience caused and we look forward to hearing from you.

Yours sincerely,

James Greenwald

Manager

Примерный вариант ответа на запрос (задания 17-25)

Alpha Tours

112 Semashko Str

220000, Minsk

Belarus

Mr Michael Williams

4 Eldertree Cottages

Alton, Hants

GU34 2RB

Dear Mr Williams,

Thank you for your recent request for information about holidays in Minsk. There is a large variety of things to do and see in our amazing capital.

If your wife likes collecting old jewellery I suggest her visiting Jewellery Salon Russian Gold in Nemiga Trade Centre, where she can find various things made of precious metals and gems. As she is interested in cooking she might like to think about going to various restaurants and fairs, for instance, Honey Fair which is held at the Palace of Sport August 12-17.

As your daughters are fond of music, sport and dance how about taking them to the Sport Dance Competition at Minsk Arena on the 15^th of August? They will surely enjoy the art of dancers from European countries.

If you want to see some fine pieces of painting, I advise you to visit the National Art Museum of Belarus, which contains the largest collection of the Belarusian and foreign at in the country. And if I were you I would go to the national Museum of Culture and History of Belarus where you can enjoy exhibits of material and spiritual culture of the Belarusian people from ancient times to present days.

Finally, why don’t you spend one day outside Minsk, in Mir, a medieval castle that can be explored on foot? There you will find a lot of interesting things for every member of your family.

I hope you will enjoy your stay in our city.

Yours sincerely

Yuri Spakovskiy

Customer Service Manager

Alpha Tours

112 Semashko Str

220000, Minsk

Belarus

Mr Michael Williams

4 Eldertree Cottages

Alton, Hants

GU34 2RB

Dear Mr Williams,

Thank you for your recent request for information about holidays in Minsk. There is a large variety of things to do and see in our amazing capital.

If your wife likes collecting old jewellery I suggest her visiting Jewellery Salon Russian Gold in Nemiga Trade Centre, where she can find various things made of precious metals and gems.

As your daughters are fond of music they will surely enjoy the art of dancers from European countries.

If you want to see some fine pieces of painting, I advise you to visit the National Art Museum of Belarus.

Finally, why don’t you spend one day outside Minsk, in Mir? There you will find a lot of interesting things for every member of your family.

I hope you will enjoy your stay in our city.

Yours sincerely

Yuri Spakovskiy

Customer Service Manager

Alpha Tours

112 Semashko Str

220000, Minsk

Belarus

Mr Michael Williams

4 Eldertree Cottages

Alton, Hants

GU34 2RB

Dear Mr Williams,

Thank you for your recent request for information about holidays in Minsk. There is a large variety of things to do and see in our amazing capital.

There you will find a lot of interesting things for every member of your family.

I hope you will enjoy your stay in our city.

Yours sincerely

Yuri Spakovskiy

Customer Service Manager

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