1: ArrivalsCultural differences in greetings, points of arrival, greeting and introducing2: A place to stayWelcoming guests, registration procedures, hotel services3: Tourist information servicesAssessing customer types, tourist information centres, recommendations4: Holiday repAttitudes, tipping, resort representative, a welcoming talk5: Eating outFood festivals, national dishes, food tourism, taking an order6: Rural tourismSensitivity to the environment, local people and rural tourism, information about the weather7: Attractions and eventsDifferent cultures - different responses, describing a festival, bringing attractions to life8: On tourPersonal appearance, training, qualifications, tour guide to tour manager9: Hotel entertainmentCustomers of all ages, working with kids, activities for different age groups10: Specialized tourismCross-cultural misunderstandings, special requests, disability access11: Business travelCultural awareness, business travel in your country, the needs of the business traveller12: Checking outQuality standards, receptionist duties, solving problems, checking guests out.