Exam Test for Tourism Industry Students

Yesterday, I _____ a block booking at the Metropolitan Hotel for the nights of 17–27 July.  

Great news! I _____ to find you an enchanting villa on a secluded island in the Caribbean.

The hotel _____ about your special needs and has allocated you a deluxe suite on the ground floor. 

We _____ that add-ons, such as a helicopter ride over Vegas and a side trip to the Grand Canyon, were the best way to customize our holiday

A new terminal _____ at the airport this Sunday

Where do most visitors to Los Roques _____ from?

The region _____ a very popular package holiday destination, particularly with young families.

Do you know when their latest brochure _____?

Our company’s market share _____ by 10% since the last year of trading.

The hotel where they _____ had incredible views of the surrounding countryside.

Our new package holidays _____ for families with young children.

If we _____ at 5 a.m., we should arrive at the hotel by noon.

What time do you want me to ___ you ___ from the airport?

The flight from Vienna to Zurich _____ in 20 minutes.

My sister ___ me ___ at the station tomorrow

Don’t worry if you miss the bus, you can always _____ a later one.

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

       I’m sorry, but Lorna _____ on Mondays. It’s her day off.

Thank you _____ us. Have a nice day.

Vocabulary: Complete the sentences with at, on, in or - (nothing):

1. The first interview is    [on, at, in] 17th December.

2. When he travels all day, he can't sleep    [on, at, in] nihgt.

3. Susan sometimes works    [on, at, in] Saturdays.

4. Do you often go out    [on, at, in] the evenings?

5. Our flight arrives    [on, at, in] 8.30 a.m.

6. Can I see you    [at, in, -] next Monday?

7. There's a stuff party    [at, in, -] every March.

8. Hurry up! The shop closes    [at, in, -] 10 minutes!

9. He travelled to China    [at, in, -] 1999.

10. I'm sorry. Mr Moor's busy    [at, in, -] the moment

Read the article and decide if the statements are true or false

An introduction to Japanese Ryokans

If you visit Japan and are looking to experience traditional Japanese culture and hospitality, then staying at a Ryokan might just be the thing for you. These Japanese inns have a special character and atmosphere and are a centuries-old part of Japanese culture. They were originally built for travellers who needed to rest on long journeys.

Although there are many different styles of Ryokans, offering guests a warm welcome is of great importance at them all. Ryokans not only differ in style but also in quality and price. At the low end is the ‘standard Ryokan’ and at the high end, the ‘luxurious Ryokan’. The ‘standard Ryokan’ will provide you with basic accommodation and the rooms will be very plain. However, it will also be cheap, for example 8000 yen. At a ‘luxurious Ryokan’ you will be given every comfort possible and treated as if royalty. Paying over 70,000 yen, you will be able to enjoy all the modern conveniences and are likely to be situated near to a natural hot spring and somewhere with a spectacular view of nature.

Whilst Ryokans provide fantastic Japanese meals, Western tastes can often be accommodated but it is advisable to choose the Japanese menu so you can experience another side of the culture. Dinner is an important event, so expect to be brought course after course. The traditional multi-course dinner is named ‘kaiseki’ and you may find that while you are staying in a Ryokan, many people will visit it simply for the delicious food. Although ‘kaiseki’ began as a vegetarian meal, this is no longer true and these days, both meat and fish are often included in the meal. The ingredients used are always those in season at the time and traditionally the menu changes each month. It is this freshness of ingredients that makes the meal so popular.

Another part of the Ryokan experience is to take a bath. Bathing in Japanese culture is considered a way to clean your body and relax. However, as bathers share bath water, the etiquette is to clean your body before getting into the bath. A special area is provided for this purpose. Here, people sit on the stools provided and, using the shower heads and taps, clean and rinse their bodies before entering the hot baths. If you are unsure of what to do at any time, it is a good idea to simply watch what others do and remember to check the temperature of the water before you get in the bath as the water can be very hot

1. Ryokans provide a cultural experience and as well as accommodation for visitors

         [True, False]

2. Generally speaking, Ryokans are the Japanese equivalent of an inn       [True, False]

3. You can find a Ryokan to fit any budget and there are different types to choose from.

         [True, False]

4. Whilst the standard Ryokans tend to be simply decorated, they are known for often having spectacular views

         [True, False]

5. Western-style food is not available in the Ryokans

         [True, False]

6. ‘Kaiseki’ is usually a multi-course meal, using only the freshest ingredients

         [True, False]

7. Many people visit Ryokans just to enjoy the food, rather than to stay overnight.

         [True, False]

8. If you take a bath, you must clean yourself first as the purpose of the bath is to relax.

         [True, False]

Professional Skills: Offering Advice

Complete the sentences below. Choose the correct answer for each one.

1     Maybe I could           [advise, suggest, interest]you in a weekend trip to Tikal National Park.

2     If I were you, I                   [will visit, would visit, would be visiting]the waterfalls during the rainy season.

3                    [I suggest you, Why don’t you, I recommend]book tickets for the tour from your hotel.

4     Why                   [don’t you think, not you think, you do think] about the different packages on offer and call me back?

5     I                     [am recommending, recommend, recommend for] the excursion to Florence.

6     I                    [am advising you, advise you for, advise you to] keep all your valuables hidden.

7     If you’d like to go snorkelling, I                 [recommend, am recommending, will recommend] you visit the San Pedro Marine Reserve.

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

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

Example

•      Always give your guests your full ⁰___attention_

Ask them in what ways you can       the problem.

Apologize for any               caused and deal with the complaint             .

Explain that you would      the same if you were in their situation

Find a          and make it clear that their              is of great importance to you

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

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

After         with the complaint, make a point of talking to the guest again to       they are satisfied.

1. In January we … three new members of staff.

1. Our current chef … here for over a year.

1. Good afternoon! I … to ask about the three suites of your hotel described in your brochure – the Nelson, the Clive, and the Drake.

1. To avoid the problems on reception in high season, we advise you to make … in advance.

Vocabulary: Complete the hotel advertisement using the next words: designed                  facilities            free                main            suite            privacy       prestigious           service           staff             sitting-room

    ALDWYCH HOUSE APARTMENTS

Address: Park Lane, London W1A 3AA

Built in 1928, the Aldwych House Apartments were originally          as a separate block of luxury service apartments on Park Lane, Incorporated into the      hotel one year later.

The Apartments have been since, and are today, one of London's most             and comfortable addresses. The Apartments are served by a private entrance and separate reception, resulting in unusual         and tranquility, as well as an excellent level of         from the helpful Apartments’       and management. Ranging in size from one to five bedrooms, ideal for families, the Apartments have a spacious              , bathroom, hall, and kitchenette.

All the hotel            are close at hand and included within the rate, such as the Health Club with its 65-foot swimming-pool and gymnasium.

Rates start from £139 per day for a single room to £259 for a        . Children under 16 stay      in our Apartments. 

ALDWYCH HOUSE APARTMENTS always welcomes its guests!

1. If the guest is about to leave, you … check the mini-bar and tell reception if anything has been used so that they can put it on the bill.

1. If any of the light bulbs are broken, you … replace them yourself — you can just ring Maintenance and they'll take care of it.

We have special arrangements with some of the cinemas and theatres, so that means our guests … pay more than they should, which is good for them.

1. If you are a barman you … serve alcohol to the persons that are under seventeen.

1.  I … travelling by boat, as I get terribly seasick.

He … it when guests who complain all the time.

1. There are two hotels which we usually … and they are the Oberoi, which is in Colombo itself, and the Ivory Inn.

 I'm planning to go to Colombo in Sri Lanka and I … some information about the hotels you recommend.

1. Did all the hotels have pools?

1. You'd like a room overlooking the garden, …

I wish I ... more money for travelling.

Which is right?

Steve can't meet us on Saturday.                [He'll work., He's working., He works., He might work.]

Which is right?

• What are you doing at the weekend?

• I don't know.                 [I'll go, I might go, I'm going, I'm going to go] fishing.

Which is right?

What time                              [does your train leave, will your train leave, is your train going to leave, is your train leaving] tomorrow?

Which is right?

•                     [Will you do, Are you going to do, Do you do, Are you doing] anything tomorrow evening?

• No, I'm free. Why?

Which is right?

• Excuse me, what time                       [will the train leave, does the train leave, is the train leaving, might the train leave]?

• At half past three, madam.

He's coming to our offices tomorrow. If I (see)  him, I'll give him the message. 

Where would you go if you (can)  go anywhere in the world? 

A: This hotel is so expensive!

B: Yes , but if we book now, we.....(get) better rates.

Can anyone tell me where I can have a nice holiday abroad? If I......(have) enough time and money,I would take a trip around Australia, buy I only have a week off and can't afford to spend too much.

So, If anyone knows where I can have fun but affordable holidays , I ........(be) so grateful !

Hey Kevin ! If I .......(be) you, I would book a package for Bali.

I did the same last year and it was terrific! If you like having fun in the sun, it's certain that you........(love) Bali.

And if you .........(make) all arrangments online, it will cost you less, because you don't have to pay a travel agent's fee. So, go for it!

If you _____ any problems, let me know and I _____ and help you
straight away.

If I hadn't studied, I ______ the exam.