FULL NAME ________________________________ GROUP __________________

1. Listen to a customer booking her holiday and complete the form. (1.6)

2. Put the questions (1-6) in the correct order. Then match the questions and answers (a-f).

1. museum / the / Louvre / is / where

_____________________________________________________________________________?
2. visitors / does / how / museum / get / many / the
_____________________________________________________________________________?
3. big / Louvre's / collection / how / the / is
_____________________________________________________________________________?
4. attraction / the / is / what / top
_____________________________________________________________________________?
5. does / visit / how / to / it / cost / the / museum / much
_____________________________________________________________________________?
6. long / tour / guided / is / how / the
_____________________________________________________________________________?

a. It contains more than 380,000 objects and exhibits 35,000 works of art from prehistory to the
19th century. _______
b. Mona Lisa by Leonardo da Vinci. ________
c. The introductory tour lasts 90 minutes and it is available in English. _______
d. It's in the centre of Paris, France on the right bank of the river Seine. _______
e. Entry is 10 euros for the permanent collection. lt is free to visitors under 18. _______
f. There are over 8 million visitors a year. lt is the most visited art museum in t he world. ______
3. Francoise Martin works at the Louvre. Complete the interview questions with one to
three words.
1. ______________________________________your job?
-I'm a Visitor Service Officer at the Louvre.
2. __________________ staff ______________________ the museum have?
-It employs 2,000 people. Over half are security officers.
3. __________________________ some of the typical questions visitors ask you?
-'Where's the Mona Lisa?' 'Is the museum open yet?' 'Where are the toilets? '
4 . __________________________a good time to visit?
-Early in the week in the morning - the museum opens at 9 a.m. but it's closed on Tuesdays.
5 ________________________you work at the weekends?
-Quite a lot. Usually twice a month.
6 _________________________like most about your job?
-Smiles and thank-yous from satisfied visitors.

4. Read some questions (1-6) that visitors often ask in VICs, and match them to their
answers (a-f). Then listen and write the numbers the tourist officer says. (3.3)
1. What time do the banks open? ____
2. Does the museum offer a group discount? ____
3. How long is the walking tour? ____
4. How much is the Museum Pass? ____
5. Do kids go free on public transport? ____
a. From ____________ a.m. to ______________ p.m., Monday to Friday.
b. For 2 days it 's ____________ euros and for 3 days it's _____________ euros.
c. it's approximately _____________ km and takes about _____________ .
d. Yes, groups of ________________ or more get _________________ % off per person.
e. Yes, children under ________ travel free, and _______ to _______ -year-olds pay child fares.

5. Match the accommodation type in the box to the correct description.

boutique budget business hostel luxury resort

1. __________________: an inexpensive place where travellers, especially young people, can

stay, often in dormitories.
2. ___________________hotel: provides rooms for meetings, conferences and banquets. It has
office services, as well as hi-tech rooms and leisure facilities.
3. ___________________, or designer, hotel: offers chic accommodation with a high level of
comfort and service.
4. ___________________hotel: provides cheap accommodation in basic room with limited hotel
facilities.
5. ___________________hotel: usually in a popular holiday destination. It offers services and
facilities for people on vacation, such as an entertainments programme.
6. ___________________hotel: offers very high quality, full-service facilities to guests, such as
24-hour room service.
6. Listen to a guest complaining and choose the correct option. (5.6)

1 The guest is in room ... 4 The receptionist ...

a 306 a is very helpful and friendly.
b 316 b doesn't apologize for the problem.
c 360 c offers an unsatisfactory solution.

2 What is he unhappy about? 5 In the end, the guest ...

a the disappointing view a decides to use the air-conditioning.
b the noise from inside the hotel b accepts the offer of an electric fan.
c the noise from outside the hotel c wants to move to another room.

3 Why was the room noisy?

a The window wasn't closed.
b The air-conditioning was o ld.
c it was at the back of the hotel.

7. Listen to a guest checking into a hotel and put the receptionist's actions into the order
you hear them. The first item is given. (5.1)
____a Ask for the guest's passport or photo ID.
____b Tell the guest the breakfast times.
__1_c Smile and greet the guest.
____d Ask if the guest needs assistance with luggage.
____e Give the guest the keycard and directions to the room.
____f Ask the guest for a credit card.
____g Wish the guest an enjoyable stay.
____h Confirm the reservation details.

Listen again and answer the questions.

1 Why is the guest staying at the hotel?
_____________________________________________________________________________
_____________________________________________________________________________
2 What type of bed does she want?
_____________________________________________________________________________
_____________________________________________________________________________
3 When does the hotel charge the guest's credit card?
_____________________________________________________________________________
_____________________________________________________________________________
4 Where is the guest's room?
_____________________________________________________________________________
_____________________________________________________________________________
5 What time is breakfast?
_____________________________________________________________________________
_____________________________________________________________________________
6 Where is breakfast served?
_____________________________________________________________________________
_____________________________________________________________________________
8. Write a covering letter for the job advertised above by including the information below:

- Say why you want to work for the hotel;

- Mention any relevant qualifications and experience;
- Mention your main qualities and skills;
- Say you are interested in a job interview.
Job opportunities at Rixos Turkestan
Full-time Hotel Receptionist
Annual salary $26.000
Requirements:
- Experience: 1-2 years minimum;
- Welcoming manner;
- Front desk experience;
- Good communication skills;
- At least two foreign languages;
- Good team player.
Applicants, please send a covering letter to
the human resources manager.

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1. Chambermaid Gives information and helps guests
2. Bartender Room in a ship where passengers sleep
3. Accountant Finds business for the hotel
4. Concierge Anything people watch for pleasure: shows, films
5. Porter Visiting friends and relatives
6. Marketing manager Event in which people try to be the best at something
7. Cabin Does the hotel’s finances
8. Fitness How all plants and animals relate to each other
9. VRF Thick tropical forest with a lot of vegetation
10. Executive chef Cleans guestroom
11. Entertainment The conditions that plants and animals live in
12. Arts and crafts Writes menus, instructs cooks and employs kitchen
staff
13. Competition Fixed cost that doesn’t change
14. Expedition Serves guests at the bar
15. Ecosystem Check-in
16. Environment Worth or price of something
17. Jungle Products made by hand
18. Guest registration Carries guests’ bags to their rooms
19. Flat charge Physical exercise to keep you health
20. Value Long journey to a dangerous place