Unit 3A Test

 

Name

Class

English for International Tourism Intermediate Unit Test 3A Answer all 40 questions. There is one mark per question.

GRAMMAR: MODAL VERBS FOR OBLIGATION  AND AND POSSIBILITY Complete the sentences. Choose a), b), c) or d). 1

If you miss the last train, don’t worry. You You _____ always stay with us. a) must

2

d) can

b) can

c) don’t have to

d) should

b) should

c) have to

d) can

b) mustn’t

c) don’t have to

d) may

Drivers _____ park where there is a double yellow line on the road. It is illegal. a) shouldn’t

7

c) may

You _____ enter your hotel room unless you have the correct room key card. a) can’t

6

b) must

Where do we _____ check in for our flight? a) must

5

d) should

You really _____ go and see s ee the main attractions while whil e you are here. They’re worth a visit. a) may

4

c) can

All hotel employees _____ wear a uniform when at work. It’s compulsory. compulsory. a) don’t have to

3

b) have to

b) don’t have to

c) may not

d) mustn’t

Passengers with special food requirements _____ inform the airline when they book their tickets to avoid disappointment. a) should

8

d) have to

b) can

c) have to

d) should

If you get a taxi t axi now, now, you _____ get to t o the station in time for your train. a) have to

10

c) can’t

You _____ order food through room service at any time of the day or night. a) must

9

b) may

b) should

c) must

d) can

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

11

b) may

c) mustn’t

d) don’t have to

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

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12

You _____ come on the sightseeing si ghtseeing tour if you don’t want tto. o. a) must

13

c) may not

d) cannot

Passengers in economy class _____ upgrade to business class if there are seats available. a) may

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b) don’t have to

b) should

c) have to

d) mustn’t

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 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 WiFi  ___ ___

___ access 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 ecure.

 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. 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 nod

check

dealing

feel

immediately

pleasant

private

satisfaction

solution

inconvenience solve

Dealing with guests’ complaints can be very difficult. However, if you follow this advice, you should find that you can handle complaints more successfully. •

Al Alwa ways ys gi give ve your your gu gues ests ts yo you ur ful fulll 0 ___ attention attention ___ and ask them in what ways you can 1

 _______________ the problem. problem.

•

Explain tth hat y yo ou wo would 2 _______________ the same if you were in their situation.

•

Apologize for any 3 _______________  caused and deal with the complaint 4 _______________.  _______________.

•

Never 5 _______________ when when a complaint is being made. Instead, listen carefully and and if the guest is angry,, take them somewhere more 6 _______________. angry

•

Find a 7 _______________ and make it clear that their 8 _______________ is of great great importance to you.

•

After 9 _______________ with with the complaint, make a point of talking to the guest again to 10

 _______________ they are satisfied.

•

Always keep a 11 _______________ expression expression on your face. It also helps if you 12 _______________ in agreement.

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TOTAL

/ 40

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