Name Class

English for International Tourism Intermediate Unit Test 3B

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 All hotel employees _____ wear a uniform when at work. It’s compulsory.
a) don’t have to b) must c) may d) can

2 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

3 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

4 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

5 Where do we _____ check in for our flight?

a) must b) should c) have to d) can

6 If you miss the last train, don’t worry. You _____ always stay with us.
a) must b) have to c) can d) should

7 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

8 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

9 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

10 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

11 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

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12 Passengers in economy class _____ upgrade to business class if there are seats available.
a) may b) should c) have to d) mustn’t

13 You _____ come on the sightseeing tour if you don’t want to.
a) must b) don’t have to c) may not d) cannot

14 You _____ order food through room service at any time of the day or night.
a) must b) can c) have to d) should

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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

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.

• Apologize for any 2_______________ caused and deal with the complaint 3_______________.

• Explain that you would 4_______________ the same if you were in their situation.

• Find a 5_______________ and make it clear that their 6_______________ is of great importance to you.

• Never 7_______________ when a complaint is being made. Instead, listen carefully and if the guest is
angry, take them somewhere more 8_______________.

• Always keep a 9_______________ expression on your face. It also helps if you 10_______________ in
agreement.

• After 11_______________ with the complaint, make a point of talking to the guest again to
12
_______________ they are satisfied.

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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 get to the airport from my hotel but not by taxi. a__________ s__________

2 watch the world news. s__________ T__________

3 have a cold drink without leaving my room. i__________ m__________ b__________

4 do some aerobic exercise. f__________ c__________

5 make a quick call home. d__________ l__________ t__________

6 change some euros into dollars. c__________ e__________

7 get someone to look after my child for a few hours. b__________ s__________

8 get my suit cleaned and ready for tomorrow. l__________ a__________ i__________

9 dry my hair after I have washed it. h__________

10 have wide doors with ramps and big lifts. w__________ a__________

11 keep my passport and money secure. s__________ b__________

12 have my dog stay in the same room. p__________ a__________

13 have some cool air on this hot and humid day. a__________ c__________

14 have a sit down meal. r__________

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TOTAL / 40

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