Giáo trình Viết thư trong ngành du lịch

NHA TRANG COLLEGE OF CULTURE-ARTS AND TOURISM 
FOREIGN LANGUAGE DEPARTMENT
ENGLISH FOR SPECIFIC PURPOSE
WRITING FOR HOSPITALITY
NGUYỄN THỊ HOÀI TRANG
NGUYỄN PHƯƠNG THÚY
VÕ TÚ PHƯƠNG (Ed)
(compilers)
TRƯỜNG CAO ĐẲNG VĂN HÓA NGHỆ THUẬT VÀ DU LỊCH NHA TRANG
KHOA NGOẠI NGỮ
GIÁO TRÌNH CHUYÊN NGÀNH
VIẾT THƯ TRONG NGÀNH DU LỊCH
NGUYỄN THỊ HOÀI TRANG
NGUYỄN PHƯƠNG THÚY
VÕ TÚ PHƯƠNG (CB)
 (biên soạn)
TABLE OF CONTENT
PAGE
UNIT 1:
FORMAL OR INFORMAL
UNIT 2:
INFORMAL LETTER 
UNIT 3:
FORMAL LETTER 
REVIEW 1
UNIT 4:
APPLICATION LETTER
UNIT 5:
CURRICULUM VITAE WRITING
REVIEW 2
UNIT 6:
LETTER OF COMPLAINT
UNIT 7:
LETTER OF APPOLOGY
REVIEW 3
UNIT 8: 
MEMO
UNIT 9:
EMAIL WRITING
REVIEW 4
APPENDIX
USEFUL PHRASES/EXPRESSIONS; SAMPLE LETTERS; ABBREVIATIONS; GLOSSARY 
REFERENCES
ANSWERS
ACKNOWLEDGEMENTS
Hospitality careers in Khanh Hoa in specific, and in Vietnam in general requires a text book of writing.
This book is aimed at providing knowledge in writing in hospitality as well as in tourism. This manual is specially designed for the second year students of Tourism Department of Nha Trang College of Culture Arts and Tourism. 
	The manual provides the texts from variety of sources, which were re-edited and redesigned with a fix form for all. All the units in the book relate to the writing in hospitality and tourism such as application letter, curriculum vitae, complaint letter, apology letter, memos, etc.
This book has been designed to provide approximately 45- 60 periods of classroom work. However, the actual amount of work that is necessary will vary according to the learner’s level of English, their knowledge of professional background, the amount of tasks done at home, and the adaptation by teachers to specific situation. The students will be evaluated periodically by their teachers. The periodical tests is the written test.
This book was written at the instigation of the administration board of Nha Trang College of Culture-Arts & Tourism, and we would like to take this opportunity to convey my special thanks to the boarding.
We could not have finished the book without the support of the college administration board, the Foreign Language Department.
	We will appreciate any comments from teachers and students that will assist me to revise and improve the material, and design subsequent courses in an increasingly effective way.
Nha Trang 12th December, 2012
Nguyễn Thị Hoài Trang
Nguyễn Phương Thúy
Võ Tú Phương
Foreign Language Department
UNIT 1
FORMAL OR INFORMAL
Unit 1: FORMAL OR INFORMAL
PART 1: FORMAT OF A LETTER
A good letter, whether formal and informal, should include:
the date 
a proper greeting (Dear Mary, Dear Mr. Lewis)
an introduction clearly stating the reason you are writing
a main body in which the subject is developed
a final paragraph in which you make your final remarks
an appropriate ending (Yours/ Best wishes, yours sincerely, yours faithfully) 
the sender’s signature
Complete this graph: 
___________
___________
___________
_______
________________________________________________________
_________________________________________________________________________________________________________________________________________
_________________________________________________________________________________
______________
Sarah Parks
1. You should also pay attention to the style you use, because each type of letter requires a different style. So, complete the table with the phrases below: 
The greeting: Dear Mr Lane, Dear Sir/Madam
Informal language
 Idiomatic expressions
Complex sentences
Colloquial English
No abbreviated forms
Subjectivity
Coherent style
Frequent use of the Passive
The ending: Yours, Love, Kisses, Best regards
Abbreviated forms
Objectivity 
Omitted pronouns
Formal language
The greeting: Dear Lucy, Dear Dad, Dearest Annie
Non-colloquial English 
Short forms (verbs)
The ending: yours sincerely, yours faithfully, yours most respectfully
STYLE IN LETTERS
FORMAL
INFORMAL
The greeting: Dear Mr Lane, Dear Sir/Madam
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o. The greeting: Dear Lucy, Dear Dad, 
Dearest Annie
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............... ... uire any further information, feel free to contact me
I look forward to your reply.
I look forward to hearing from you.
I look forward to seeing you.
We look forward to a successful working relationship in the future
Should you need any further information, please do not hesitate to contact me.
Once again, I apologise for any inconvenience.
I would appreciate your immediate attention to this matter.
10 Good Closing Lines:
If you require any further information, feel free to contact me. 
 I look forward to your reply. 
 I look forward to hearing from you. 
 I look forward to seeing you. 
 Please advise as necessary. 
 We look forward to a successful working relationship in the future. 
 Should you need any further information, please do not hesitate to contact me. 
 Once again, I apologise for any inconvenience. 
 We hope that we may continue to rely on your valued custom. 
I would appreciate your immediate attention to this matter. 
APPENDIX 3
Useful phrases for letter of application
I should like to be considered for the post of ..currently advertised in .
I gained wide experience in and a thorough knowledge of 
I believe my education and work experience suit me to the job 
I am looking for more scope and challenge in my work 
I love to work with tact and initiative 
I have a keen sense of duty 
I have strong cooperative and communication skills and a determination to succeed and excel
My present ambition is to use my skills in an active, forward- looking, consumer- oriented position.
I believe I have the appropriate qualifications and experience for this post and I am therefore enclosing my C.V.
I would appreciate a prompt reply (answer) as soon as possible .
My understanding of . is considerable . I can give satisfactory service in resolving difficulties. I am used to  . I am familiar with  .
(Company’s name)is known throughout the world for . ( its leading status, ubiquity, unparalleled professionalism / great achievements / high quality products . )
Ubiquity (n) /Ubiquitous (adj) :Present everywhere in several places 
My final certification as . , my knowledge of ... , my previous experience . , my fluency in .. have qualified me for the position of  advertised in ..
I hope you will take my application into consideration.
I would be grateful if my application is considered favourably 
I trust my application will be of interest and I look forward to hearing from you 
I would be ready ( available ) to come for an interview at any time that is convenient to you 
I will call your secretary to confirm an appointment 
The enclosed c. v outlines my education and experience. 
Professional practice covering letter
The following phrases are useful when writing covering letters.
Say where you saw the advertisement
I’m writing in reply to your advertisement in the (name of newspaper).
Say what job you are interested in
I would like to apply for the position of ( job title)
Emphasise what makes you the right person for the job
I have experience in ( types of duties and responsibilities).
I am a (positive adjectives to describe you) person.
Say when you can attend an interview
I am available for interview (days and times).
Write a concluding sentence
I look forward to hearing from you.
APPENDIX 4
USEFUL EXPRESSION FOR LETTER OF COMPLAINT: 
I am writing in order to complain about..
I am writing to express my disappointment/ dissatisfaction with .
I very much regret to have to inform you that ./ I am really sorry to tell you that
I should point out that / I should draw your attention to 
You know that we trust you a lot and we don’t think that you did such a thing deliberately.
I hope it was merely a mistake./ we place great value in
I contacted X and they refused to recognize responsibility for.and they declared that it could be neither refunded nor replaced.
I have no doubt that this problem will interest you and that you will solve it as soon as possible
A favourable justification could restore our faith in you .
I look forward to hearing from you with a satisfactory reply .
I look forward to receiving a prompt reply /a compensation
First and foremost/Last but not least./Unfortunately./Add insult to injury/things came to a head when.../ to make matters worse...
I am writing to complain about
I am writing to express my concern about the fact that
I must complain in writing about
I feel I must complain to you about
I wish to complain in the strongest terms about
I must insist that you
I must urge you to
I am writing to inform you of an apparent error in your records
Poor standard of service/slow service
No accommodation/Travel delays/Rather rude staff
Badly scratched/dented wrapping/packaging
To claim/demand for a refund
Defective/faulty goods/defective item/machine
The may need replacing
To restore an item to full working order
I am enclosing the broken radio in this package; please send me a replacement
I am returning  to you for correction of the fault/for inspection/repair/servicing
I am asking for/I wish to get a replacement
You said that  I feel sure there must be some mistake as... 
Ending
I do not usually complain, but, as an old customer, I am sure you will be interested in my comments.
We look forward to dealing with this matter without delay.
I feel that your company should consider an appropriate refund.
I would be grateful if you would send me a complete refund as soon as possible
We feel there must be some explanation for (this delay) and expect your prompt reply.
Will you please look into this matter and let us know the reason for 
Thank you for your assistance.
I look forward to hearing from you at your earliest convenience.
I am returning the damaged goods/items and shall be glad if you will replace them.
Please look into this matter at once and let me know the delay.
Please check your records again.
Thank you for your cooperation in correcting this detail
Linking words
Opinion: I think, I believe, I insist
Listing points: First(ly), First of all, Secondly, Also, Next, Then, And, Too, After this/that, Furthermore, Last(ly), All in all
Cause/effect: Because (of this), So, Therefore, As a result
Examples: For example, such as, especially
Contrast: But, However, Although, Despite
Time: when, before, until, while, after
Language of complaints
I am sorry to have to say...
I feel I must complain about...
I am disappointed because...
I am very unhappy about...
I was shocked when I ...
Despite my request for...
Unfortunately...
What would suit me best is...
I insist that you...
I hope you will...
I look forward to hearing from you...
Please contact me...
PHRASES: COMPLAINTS
Phrases used to start a complaint:
We are writing concerning our order .., which reached us..
e.g. We are writing concerning our order no 143, which reached us yesterday.
I am writing with reference to ..
e.g. I am writing with reference to our order, which reached us on 2 October.
I am referring to our order ..
e.g. I am referring to our order no. 143 of 14 October.
Phrases used to express your complaint:
On examining the delivery, we found that
e.g. On examining the delivery, we found that some of the articles were seriously damaged.
We are sorry to say that
e.g. We are sorry to say that most articles are defective.
On inspecting the goods, we discovered that..
e.g. On inspecting the goods, we discovered that the quality was not up to sample.
To our surprise, ..
e.g. To our surprise, the goods are not the colour we ordered.
Unfortunately, the products turned out to be ..
e.g. Unfortunately, the products turned out to be of inferior quality.
We regret to inform you that.
e.g. We regret to inform you that you have sent us the wrong goods.
Much to our disappointment the goods you promised us for.have still not arrived.
e.g. Much to our disappointment the goods you promised us for 15 November have still not arrived.
Phrases used to say what you expect and will do next:
Please arrange for.
e.g. Please arrange for the immediate dispatch of suitable substitutes.
Unless we have the goods we will have to cancel our order.
e.g. Unless we have the goods by the end of next week, we will have to cancel the order.
We are keeping the faulty goods in our warehouse until
e.g. We are keeping the faulty goods in our warehouse until we receive further instructions from you.
We are prepared to keep the goods .
e.g. We are prepared to keep the goods at your disposal.
Phrases used to close the letter:
We hope to hear from you soon.
We are looking forward to receiving your instructions.
APPENDIX 5
cir. /circ. - circular,
Latin circa = about
Do.
Latin ditto = the same
e.g.
Latin exempli gratia = for example
et al.
Latin et alibi = and elsewhere, 
Latin et alii, et aliae = and others
etc
Latin et cetera = and so forth
et seq.
Latin et sequens = and the following, Latin et sequentes or seqentia = and those that follow
id.
Latin idem = the same
i.e. 
Latin id est = that is
lb
Latin libra = pound
mem. / memo
Latin memento = remember, memorandum
n.b.
Latin nota bene = mark well, take notice
p.d
Latin per diem = by the day
pro tem.
Latin pro tempore = for the time bein
viz.
Latin videlicet = namely
v.s.
Latin vide supra = see above
vs. / v.
Latin versus = against
ABBREVIATIONS OF DEGREES
Note: When documenting sources using MLA style, the normal punctuations are omitted for degrees when used in parentheses, tables, works cited, footnotes, endnotes, etc. For example, B.A. is written as BA. Other abbreviations retain the periods if applicable, e.g. acad., bib., misc.
Italics = Latin
BA
Bachelor of Arts
BS
Bachelor of Science
EdD
Doctor of Education
LLB
Bachelor of Laws (legum baccalaureus)
LLM
Master of Laws (legum magister)
MBA
Master of Business Administration
MS
Master of Science
BBA
Bachelor of Business Administration
DA
Doctor of Arts
JD
Doctor of Law
LLD
Doctor of Laws (legum doctor)
MA
Master of Arts
MD
Doctor of Medicine (medicinae doctor)
PhD
Doctor of Philosophy
APPENDIX 6
BUSINESS LETTER VOCABULARY
attachment
extra document or image that is added to an email
block format
most common business letter format, single spaced, all paragraphs begin at the left margin
body
the content of the letter; between the salutation and signature
bullets
small dark dots used to set off items in an unnumbered list
certified mail
important letters that sender pays extra postage for in order to receive a notice of receipt
coherent
logical; easy to understand
concise
gets to the point quickly
confidential, personal
private
diplomacy, diplomatic
demonstrating consideration and kindness
direct mail, junk mail
marketing letters addressed to a large audience
double space
format where one blank line is left between lines of text
enclosure
extra document or image included with a letter
formal
uses set formatting and business language, opposite of casual
format
the set up or organization of a document
heading
a word or phrase that indicates what the text below will be about
indent
extra spaces (usually 5) at the beginning of a paragraph
informal
casual
inside address
recipient's mailing information
justified margins
straight and even text, always begins at the same place
letterhead
specialized paper with a (company) logo or name printed at the top
logo
symbol or image that identifies a specific organization
margin
a blank space that borders the edge of the text
memorandum (memo)
document sent within a company (internal), presented in short form
modified block format
left justified as block format, but date and closing are centered
on arrival notation
notice to recipient that appears on an envelope (e.g. "confidential")
postage
the cost of sending a letter through the Post Office
proofread
read through a finished document to check for mistakes
punctuation
marks used within or after sentences and phrases (e.g. periods, commas)
reader-friendly
easy to read
recipient
the person who receives the letter
right ragged
format in which text on the right side of the document ends at slightly different points (not justified)
salutation
greeting in a letter (e.g. "Dear Mr Jones")
sensitive information
content in a letter that may cause the receiver to feel upset
semi-block format
paragraphs are indented, not left-justified
sincerely
term used before a name when formally closing a letter
single spaced
format where no blanks lines are left in-between lines of text
spacing
blank area between words or lines of text
tone
the feeling of the language (e.g. serious, enthusiastic)
transitions
words or phrases used to make a letter flow naturally (e.g. "furthermore", "on the other hand")
ANSWER
REFERENCES
Ashley, (2008), “Commercial Correspondence” của A. Ashley (2008) NXB Oxford.
Dubicka I. & O’Keeffe M. (2003). “English for Tourism”. Pearson Education Limited. 
Jayne Wildman, with Kathy Gude. New Matrix – Intermediate,
John A. Carey (edited), (2005), “Business letter for busy people”, Advantage Quest Publication.
Iwonna Dubicka & Margaret O’Keeffe, (2003), “English for International Tourism” (Pre-intermediate), Pearson Education limited, 
Iwonna Dubicka & Margaret O’Keeffe, (2003), “English for International Tourism” (Intermediate), Pearson Education limited, 
Robert W. Bly & Regina Anne Kelly, (2009), “The encyclopedia of Business letters, faxes and email”, Advantage Quest Publication. 
Robin Walker and Keith Harding (2010), “Tourism 1: Provision”, Oxford.
Robin Walker and Keith Harding (2010), “Tourism 2: Managerment”, Oxford.
Robin Walker and Keith Harding (2010), “Tourism 3: Encounters”, Oxford.
Stott T. & Revell R. “Highly Recommended. English for the hotel and catering industry.” Oxford University Press.
Memorandum on Sales Seminar
Application Letter
Sample Accountant Application Letter
Informal Letter Wall Chart