SECTION 1 VOCABULARY & READING COMPREHENSION (50 points)

A. With the knowledge you have studied, decide whether the following statements are true (T) or false
(F). (20 points)

1. A tour operator advises on resorts, carriers, and travel facilities.

2. Steam engines were the first means of transportation in the tourism industry.
3. Full board consists of breakfast and dinner or breakfast and lunch.
4. Cesar Manrique was one of the pioneers of modern passenger air travel.
5. After the end of the Second World War, paid holidays became normal in Britain.
6. A curator helps arrange concerts, dances, and other social events onboard a ship.
7. Early Christianity in tourism development witnessed the construction of the first roads.
8. Grand Tours became popular in the 19th century when people enjoyed the trips to spa towns for
health reasons.
9. Tour operators who promote tours for foreign destinations, maybe business tours or leisure tours are
called inbound tour operators.
10. Hospitality is the relationship between guest and host, or the act or practice of being hospitable.
11. Providing travel insurance is one of the main functions of a travel agent.
12. Sagrada Familia, one of the famous attractions in the world is located in Peru.
13. Three types of Vietnamese passports are: inbound, outbound, and domestic.
14. According to Holloway, the tourism industry consists of 3 sectors.
15. A guard looks after a museum.
16. One of the functions of TO is to record and confirm reservations and send invoices to customers.
17. Negotiating with principals for bulk purchase of airline seats, hotel rooms, etc is one of the functions
of a tour operator.
18. A voyage is a long journey to a distant place by the sea.
19. An all-inclusive holiday contains travel, accommodation, and meals.
20. B&B is a kind of accommodation that offers bread for breakfast.

# Statement (tóm tắt) T/F Giải thích

✔️True – Tour operator phối hợp tư vấn và đặt dịch vụ với
A tour operator advises on resorts,
1 T resort, hãng vận chuyển, cơ sở phục vụ du lịch.
carriers, facilities.
– resort: khu nghỉ dưỡng; carrier: hãng vận chuyển
❌ False – Trước khi có động cơ hơi nước đã có ngựa, xe
Steam engines were the first means of
2 F ngựa, đi bộ…
transportation in tourism.
– steam engine: động cơ hơi nước
Full board = breakfast + dinner OR ❌ False – Full board bao gồm cả ba bữa: sáng, trưa, tối.
3 F
breakfast + lunch. – full board: gói ba bữa; half board: gói hai bữa
César Manrique was pioneer of modern ❌ False – Ông là kiến trúc sư–họa sĩ Tây Ban Nha, không
4 F
passenger air travel. liên quan hàng không.
After WWII, paid holidays became ✔️True – Sau 1945, đặc biệt nhờ “Holidays with Pay Act”
5 T
normal in Britain. 1938, kỳ nghỉ có trả lương phổ biến hơn.
A curator arranges concerts, dances, ❌ False – Việc đó do cruise director (GIÁM ĐỐC GIẢI
6 F
events onboard a ship. TRÍ) đảm nhiệm; curator là quản lý bảo tàng.
❌ False – Đường đầu tiên do La Mã cổ xây, chứ không
7 Early Christianity built the first roads. F
phải do tín đồ Cơ đốc.
Grand Tours phổ biến thế kỷ 19 vì spa ❌ False – Grand Tours rộ lên thế kỷ 17–18 với chuyến học
8 F
tourism. tập/văn hóa, không phải spa town tourism.
Tour operators for foreign destinations ❌ False – Inbound = đón khách quốc tế vào trong nước;
9 F
are inbound operators. đưa khách đi nước ngoài là outbound.
Hospitality = relationship between guest
10 T ✔️True – Định nghĩa chuẩn của ngành hiếu khách.
and host.
Providing travel insurance is a main ✔️True – Đại lý du lịch thường tư vấn, bán bảo hiểm du
11 T
function of a travel agent. lịch kèm tour/vé.
 # Statement (tóm tắt) T/F Giải thích
12 Sagrada Familia is located in Peru. F ❌ False – Nó ở Barcelona, Tây Ban Nha.
3 types of VN passports: inbound, ❌ False – VN có hộ chiếu phổ thông, công vụ và ngoại
13 F
outbound, domestic. giao.
According to Holloway, tourism ✔️True – Vận chuyển, lưu trú & ăn uống, điểm tham
14 F
consists of 3 sectors. quan/giải trí.
✔️True – Guard (bảo vệ) thường trông coi, giám sát an
15 A guard looks after a museum. F
ninh tại bảo tàng.
TO records/confirms reservations and ✔️True – Đây là chức năng thiết yếu của nhà điều hành
16 F
sends invoices. tour.
TO negotiates bulk purchase with ✔️True – Đàm phán mua sỉ giúp tiết kiệm chi phí và tăng
17 T
airlines, hotels, etc. lợi nhuận.
18 A voyage = long sea journey. T ✔️True – Voyage chỉ hành trình dài trên biển.
An all-inclusive holiday includes travel, ✔️True – Kỳ nghỉ trọn gói thường bao gồm vé đi lại, chỗ ở
19 T
accommodation, meals. và bữa ăn.
❌ False – B&B (Bed & Breakfast) cung cấp ngủ qua đêm +
20 B&B offers bread for breakfast. F
full breakfast, không chỉ bánh mì.

Use the words in the sentences below. (20 points)

1. __________ breakfast is a light morning meal typically consisting of pastries and hot drinks, such as
tea and coffee.
2. __________ will help hotel guests with their suitcases and bags.
3. In a tour company a tour operator will __________ and train staff.
4. Discounts or special offers might be given for booking off-season or on unpopular dates.
5. Packages including travel, accommodation, and meals are called __________.
6. You have to show your __________ before you are allowed to get on a plane or ship.
7. __________ are made of wood and have a very wide, heavy roof that slopes down.
8. __________ is a large fire built in the open air, for warmth, entertainment, or celebration, to burn
leaves, garbage, etc., or as a signal.
9. Income is one of the __________ in tourism industry.
10. __________ is a piece of equipment used to direct telephone calls to the right department or person
in an organization.
11.  Continental breakfast is a light morning meal typically consisting of pastries and hot drinks, such
as tea and coffee.
12.  Porters/ bellboys will help hotel guests with their suitcases and bags.
13.  In a tour company a tour operator will recruit and train staff.
14.  Discounts or special offers might be given for booking off-season or on unpopular dates.
15.  Packages including travel, accommodation, and meals are called package tours.
16.  You have to show your boarding pass before you are allowed to get on a plane or ship.
17.  Chalets are made of wood and have a very wide, heavy roof that slopes down.
18.  Bonfire is a large fire built in the open air, for warmth, entertainment, or celebration, to burn
leaves, garbage, etc., or as a signal.
19.  Income is one of the key factors in tourism industry.
20.  Switchboard is a piece of equipment used to direct telephone calls to the right department or
person in an organization.

JAPANESE TOURISTS CALL POLICE OVER RIP-OFF RESTAURANT BILL

Four Japanese tourists are very angry after a restaurant in Venice, Italy charged them €1,100 ($1,350) for a
dinner of steak, fish and water. In fact, the four tourists say they were ripped off (overcharged) for their
meal. The four diners are students and study in the city of Bologna. They were on a day trip to Venice and
decided to have dinner at a restaurant near the world-famous St Mark's Square on Friday. As well as the
police looking into this incident, the mayor of Venice has promised he would also take action. The mayor
said: "If this disgraceful episode is confirmed, we'll do all we can to punish those responsible. We are for
justice - always."

It is common for tourists to be overcharged anywhere in the world. Tourism groups in Venice are worried
about the Japanese tourists saying they were ripped off. This is because there have been many similar cases
recently of rip-off prices in Venice. One tourism group tweeted: "Whoever puts the good name of Venice at
risk, harms all Venetians." The restaurant has a very low 1.5 (out of 5) rating on the website
TripAdvisor.com. A huge 83 per cent of visitors gave it a "Terrible" rating. One TripAdvisor user
complained that: "The food was very average....They added almost €50 in taxes and a tip - these are the
hidden fees that they don't tell you about. And the service wasn't that good. I feel scammed."

1. Japanese tourists were charged $1,100 for a steak dinner. F

2. The meal the Japanese tourists had also included fish. T

3. The police are looking into why the Japanese tourists were overcharged. T

4. Venice's said people would be punished if this story were true. T

4. The article said tourists are overcharged all over the world. T

5. This is the first time tourists have been ripped off in Venice. F

6. The restaurant in the article got a good rating on a travel website. F

7. A travel website visitor said the restaurant did not want taxes or tips. F

DU KHÁCH NHẬT BẢN GỌI CẢNH SÁT VÌ BỊ "CHẶT CHÉM" TẠI NHÀ HÀNG

Bài đọc dịch tiếng Việt:

Bốn du khách Nhật Bản đã vô cùng tức giận sau khi một nhà hàng ở Venice, Ý, tính phí cho họ 1.100 euro
(tương đương 1.350 đô la) cho một bữa tối gồm bít tết, cá và nước lọc. Trên thực tế, họ cho rằng mình đã
bị chặt chém (bị tính giá quá cao) cho bữa ăn đó. Bốn người này là sinh viên đang học tại thành phố
Bologna. Họ đã đi chơi trong ngày đến Venice và quyết định ăn tối tại một nhà hàng gần Quảng trường
Thánh Mark nổi tiếng thế giới vào ngày thứ Sáu. Bên cạnh việc cảnh sát đang điều tra vụ việc, thị trưởng
thành phố Venice cũng hứa sẽ có hành động. Ông nói:

“Nếu sự việc đáng xấu hổ này là đúng sự thật, chúng tôi sẽ làm mọi cách để trừng phạt những người chịu
trách nhiệm. Chúng tôi luôn đứng về phía công lý.”

Việc du khách bị chặt chém là điều khá phổ biến trên khắp thế giới. Các nhóm du lịch tại Venice đang rất
lo lắng trước thông tin du khách Nhật Bản bị lừa. Bởi vì gần đây đã có nhiều trường hợp tương tự về việc
bị tính giá "trên trời" ở Venice. Một nhóm du lịch đã viết trên Twitter:

"Bất cứ ai khiến danh tiếng của Venice bị tổn hại đều đang gây thiệt hại cho tất cả người dân Venice."

Nhà hàng đó có xếp hạng rất thấp – chỉ 1.5/5 điểm trên trang web TripAdvisor.com. Có đến 83% khách
đánh giá nhà hàng là 'Tồi tệ'. Một người dùng TripAdvisor đã phàn nàn rằng:

“Món ăn thì rất bình thường... Họ tính thêm gần 50 euro tiền thuế và tiền tip – đây là những khoản phí ẩn
mà họ không thông báo trước. Dịch vụ cũng chẳng tốt lắm. Tôi cảm thấy bị lừa đảo.”
Giải thích các câu hỏi + đáp án (kèm dịch):

1. Japanese tourists were charged $1,100 for a steak dinner. – ❌ False

→ Bị tính tiền cho cả bít tết, cá và nước, không chỉ bít tết.
2. The meal the Japanese tourists had also included fish. – ✅ True
→ Bữa ăn gồm bít tết, cá và nước.
3. The police are looking into why the Japanese tourists were overcharged. – ✅ True
→ Cảnh sát đang điều tra vụ việc.
4. Venice's mayor said people would be punished if this story were true. – ✅ True
→ Thị trưởng nói sẽ trừng phạt nếu chuyện là thật.
5. The article said tourists are overcharged all over the world. – ✅ True
→ Bài báo nói rằng du khách bị chặt chém khắp nơi trên thế giới.
6. This is the first time tourists have been ripped off in Venice. – ❌ False
→ Đã có nhiều vụ tương tự gần đây, không phải lần đầu.
7. The restaurant in the article got a good rating on a travel website. – ❌ False
→ Nhà hàng chỉ được 1.5/5 điểm, 83% đánh giá Tệ.
8. A travel website visitor said the restaurant did not want taxes or tips. – ❌ False
→ Người đó nói nhà hàng tính thêm gần 50 euro tiền thuế và tiền tip một cách ẩn.

MALDIVES RESORT

We all love and have enjoyed an all-you-can-eat buffet, but how many of us have had an "all-you-can-stay"
holiday? It sounds too good to be true, but a hotel company in the Maldives is offering guests a once-in-a-
lifetime vacation. The luxury Anantara Veli resort has a special package that includes unlimited use of its
property for the whole of 2021. Customers will get the use of a two-person bungalow that is perched above
the crystal-clear blue waters of the Indian Ocean. The resort is also throwing in airport transfers, 365
breakfasts, discounts on spa treatments, cooking lessons on Maldivian cuisine, and scuba diving. However,
all this comes at a hefty cost of $30,000.

The Maldives is a tiny archipelago nation in the Indian Ocean, about 700km from the southern tip of India.
It has developed into a luxurious, high-end destination. It is famed for its pristine beaches, palm trees and
five-star hospitality. The quality of its marine life has put it on the bucket list of adventure-seeking scuba
divers. Many of its resorts are on private islands and atolls, making it a perfect choice for holidaymakers
who seek seclusion and privacy in paradise. The Maldives is highly dependent on international tourism and
has struggled during the coronavirus pandemic. A tourism spokesperson said the $30,000 package is good
value and cheaper than staying in an average hotel for a year.

KHU NGHỈ DƯỠNG Ở MALDIVES

Tất cả chúng ta đều từng yêu thích và thưởng thức những bữa buffet ăn bao nhiêu tùy thích, nhưng đã bao
giờ bạn nghe nói đến một kỳ nghỉ “ở bao lâu tùy thích” chưa? Nghe có vẻ quá tốt để là sự thật, nhưng một
chuỗi khách sạn ở Maldives đang cung cấp cho du khách một kỳ nghỉ có một không hai trong đời.

Khu nghỉ dưỡng cao cấp Anantara Veli hiện đang có một gói đặc biệt cho phép khách sử dụng không
giới hạn các dịch vụ tại đây trong suốt năm 2021. Khách hàng sẽ được sử dụng một bungalow dành cho
hai người được xây dựng trên mặt nước biển trong xanh tuyệt đẹp của Ấn Độ Dương. Khu nghỉ dưỡng
còn tặng thêm dịch vụ đưa đón sân bay, 365 bữa sáng, giảm giá cho các dịch vụ spa, lớp học nấu ăn
món Maldives, và cả chuyến lặn biển có bình dưỡng khí (scuba diving). Tuy nhiên, tất cả những điều này
có giá khá cao – 30.000 đô la.

Maldives là một quốc đảo nhỏ nằm ở Ấn Độ Dương, cách mũi phía nam của Ấn Độ khoảng 700 km. Nơi
đây đã phát triển thành một điểm đến xa xỉ và cao cấp. Maldives nổi tiếng với những bãi biển nguyên sơ,
hàng dừa, và dịch vụ khách sạn 5 sao. Hệ sinh thái biển tuyệt vời của Maldives đã khiến nơi đây trở
thành một địa điểm trong mơ cho những thợ lặn thích phiêu lưu. Nhiều khu nghỉ dưỡng ở đây nằm trên các
hòn đảo riêng biệt hoặc các đảo san hô vòng (atolls), tạo nên một lựa chọn lý tưởng cho những ai muốn
tìm kiếm sự yên tĩnh và riêng tư như ở thiên đường.

Maldives phụ thuộc rất nhiều vào ngành du lịch quốc tế, và đã gặp khó khăn trong đại dịch COVID-19.
Một người phát ngôn ngành du lịch cho biết, gói 30.000 đô này là một mức giá hợp lý, thậm chí còn rẻ
hơn so với ở tại khách sạn thông thường trong một năm.

Paragraph 1

1. buffet — e. A meal consisting of several dishes from which guests serve themselves.
2. package — c. A set of proposals or terms offered or agreed as a whole (e.g. a holiday, an
employment deal).
3. property — b. A building or buildings and the land belonging to it or them.
4. perched — f. Of a building that is situated above or on the edge of something.
5. throwing in — a. Including something, typically at no extra cost, with something that is being sold
or offered.
6. cuisine — g. A style or method of cooking, especially as characteristic of a particular country,
region, or restaurant.
7. hefty — d. Of a number or amount that is impressively large.

Paragraph 2

8. archipelago — m. A group of islands.

9. tip — k. The top, bottom or extreme edge of a country, island or piece of land.
10. high-end — n. About the most expensive of a range of products.
11. pristine — h. In its original condition; unspoiled.
12. atoll — j. A chain of islands made of coral.
13. seclusion — i. The state of being private and away from other people.
14. dependent — l. Requiring someone or something for financial, emotional, or other support.

TA

A travel agency plays a vital role in the tourism industry by offering a wide range of services to travelers.
One of its main functions is providing travel information and consultation, helping customers choose
destinations, transportation, and accommodations based on their preferences and budgets. Travel agencies
also book flights, hotels, tours, and rental services, ensuring a smooth and well-organized trip. Another
important function is creating and selling tour packages, which combine multiple services into one
convenient offering. Travel agencies also assist with travel documentation, such as visa applications,
travel insurance, and passports. They may also handle special requests like customized itineraries, group
tours, or business travel arrangements. In case of emergencies or unexpected changes, travel agencies offer
customer support and help with rescheduling or cancellations. By saving clients time, money, and effort,
travel agencies make the entire travel process more convenient, enjoyable, and stress-free.

TO

A tour operator performs several important functions in the travel and tourism industry. One of the primary
roles is to design and organize tour packages that include transportation, accommodation, meals,
sightseeing, and other travel-related services. Tour operators negotiate with service providers such as
airlines, hotels, and local guides to get the best deals and create cost-effective packages. They also handle
reservations and bookings, ensuring all aspects of the trip are well-coordinated. Another key function is
marketing and selling tours through websites, travel agencies, or directly to customers. Tour operators
often provide escort services for group tours, ensuring travelers are safe and satisfied throughout the
journey. In addition, they manage travel documents like visas and travel insurance. They also offer
customer support before, during, and after the trip. Overall, tour operators play a crucial role in delivering
a smooth, enjoyable, and memorable travel experience for their clients.

LETTER

Viet Travel Company

789 Tran Hung Dao Street
District 5, Ho Chi Minh City
Vietnam

April 1st, 2025

Manager
Flower Hotel
12 Le Duan Street
District 1, Ho Chi Minh City
Vietnam

Dear Sir or Madam,

I am writing on behalf of Viet Travel Company to express our dismay at the accommodation services for our
delegation of tourists at your hotel, Flower Hotel, from March 20th to March 25th, 2025. (Reference:
VT458/03).

We had booked accommodations and services for a group of 25 international tourists as part of a premium
travel package. Prior to the trip, your hotel assured us of high-quality services, comfortable rooms, and
professional hospitality suitable for foreign guests. However, the actual experience was far below our
expectations and caused great dissatisfaction among our clients.

Several rooms were not ready upon arrival, forcing our guests to wait for hours after a long journey. When
the rooms were finally available, many were found to be poorly cleaned, with stained linens and
malfunctioning air conditioning. Moreover, guests were disturbed by ongoing renovations that caused loud
noise throughout the day.

Moreover, the restaurant service also failed to meet expectations. Breakfast was limited in variety and
quantity, and staff were unhelpful and slow to respond. One guest with dietary restrictions was not provided
suitable meals, despite prior notice.

We had chosen Flower Hotel expecting a hassle-free and enjoyable accommodation facility, but instead, we
faced a series of avoidable issues that greatly affected our tourists experience. These issues not only
disrupted our clients' experience but also damaged the reputation of our company.

We kindly request a reasonable compensation or a partial refund for the inconvenience caused. We hope you
will take our complaint seriously and address these service shortcomings to prevent future occurrences.
Please contact us at your earliest convenience via our phone number or email.

We look forward to your prompt response.

Yours faithfully,
Nguyen Thi Minh Chau
Customer Service Manager
Viet Travel Company
Phone: +84876543210
Email: [email protected]