English for International Tourism Intermediate Unit Test 3A
Answer all 40 questions. There is one mark per question.
grammar: modal verbs for obligation and possibility
Complete the sentences. Choose a), b), c) or d).
1 If you miss the last train, don’t worry. You _____ always stay with us.
a) must b) have to c) can d) should
2 All hotel employees _____ wear a uniform when at work. It’s compulsory.
a) don’t have to b) must c) may d) can
3 You really _____ go and see the main attractions while you are here. They’re worth a visit.
a) may b) can c) don’t have to d) should
4 Where do we _____ check in for our flight?
a) must b) should c) have to d) can
5 You _____ enter your hotel room unless you have the correct room key card.
a) can’t b) mustn’t c) don’t have to d) may
6 Drivers _____ park where there is a double yellow line on the road. It is illegal.
a) shouldn’t b) don’t have to c) may not d) mustn’t
7 Passengers with special food requirements _____ inform the airline when they book their tickets to avoid disappointment.
a) should b) may c) can’t d) have to
8 You _____ order food through room service at any time of the day or night.
a) must b) can c) have to d) should
9 If you get a taxi now, you _____ get to the station in time for your train.
a) have to b) should c) must d) can
10 Passengers _____ use their mobile phones or other electronic devices during take-off and landing. Their usage is strictly banned at these times.
a) shouldn’t b) may c) mustn’t d) don’t have to
11 Please wait while I check the system. There’s a chance I _____ be able to find you an earlier flight.
a) can b) have to c) should d) may
12 You _____ come on the sightseeing tour if you don’t want to.
a) must b) don’t have to c) may not d) cannot
13 Passengers in economy class _____ upgrade to business class if there are seats available.
a) may b) should c) have to d) mustn’t
14 I’m sorry but I _____ give refunds. I’ll have to talk to my manager. Please could you wait a moment?
a) must b) don’t have to c) cannot d) shouldn’t
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vocabulary: hotel facilities and services
What hotel service is wanted? Write the correct answer in the gaps.
I’d like to ... I want ...
0 check my emails. _high-speed_ ____WiFi___ ___access___
1 watch the world news. s__________ T__________
2 get to the airport from my hotel but not by taxi. a__________ s__________
3 do some aerobic exercise. f__________ c__________
4 change some euros into dollars. c__________ e__________
5 get someone to look after my child for a few hours. b__________ s__________
6 dry my hair after I have washed it. h__________
7 keep my passport and money secure. s__________ b__________
8 have a cold drink without leaving my room. i__________ m__________ b__________
9 have my dog stay in the same room. p__________ a__________
10 get my suit cleaned and ready for tomorrow. l__________ a__________ i__________
11 have some cool air on this hot and humid day. a__________ c__________
12 make a quick call home. d__________ l__________ t__________
13 have a sit down meal. r__________
14 have wide doors with ramps and big lifts. w__________ a__________
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professional skills: dealing with complaints
Complete the gaps (1–12) in the advice below using the words in the box.
argue attention check dealing feel immediately inconvenience
nod pleasant private satisfaction solution solve
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Dealing with guests’ complaints can be very difficult. However, if you follow this advice, you should find that you can handle complaints more successfully.
• Always give your guests your full 0___attention___ and ask them in what ways you can 1_______________ the problem.
• Explain that you would 2_______________ the same if you were in their situation.
• Apologize for any 3_______________ caused and deal with the complaint 4_______________.
• Never 5_______________ when a complaint is being made. Instead, listen carefully and if the guest is angry, take them somewhere more 6_______________.
• Find a 7_______________ and make it clear that their 8_______________ is of great importance to you.
• After 9_______________ with the complaint, make a point of talking to the guest again to 10_______________ they are satisfied.
• Always keep a 11_______________ expression on your face. It also helps if you 12_______________ in agreement.
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TOTAL / 40
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