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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.
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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