MID EXAM

ADMINISTRATION OFFICE

A. Multiple choice

This following text is for number 1-5!

Frank Turner Hello, reception? This is Frank Turner in room 707.

Receptionist Yes, sir. How can I help you?

Frank Turner I've just checked in and come up to my room and it's in a mess. The bed
hasn't been made, the shower's dirty, there are wet towels on the bathroom
floor. This really isn't good enough.

Receptionist I do apologise for the inconvenience, Mr Turner. I'm afraid the last guest
checked out late and the chambermaid hasn't had time to do your room yet.
There is another room vacant on the same floor. The porter will take your
bags to room 715 right away.

Frank Turner That's fine, thank you. By the way, I need to make some photocopies.

Receptionist No problem, sir. There's a Business Service Desk just off the lobby, and
there's a list of services and prices in your room.

1. Why isn't the room ready?

a.   Because the chamber maid isn't there.

b.   Because the chamber maid hasn't had time to do it.

c.   Because the last guest made a mess.

2. Can Mr Turner change rooms?

a.   Yes, there's another vacant on the same floor.

b.   Yes, there's another vacant on another floor.

c.   No, there's no other room available.

3. Where can Mr Turner make photocopies?

 a.   At the reception desk.

b.   In the lobby.

c.   At the Business Service Desk.

4. Mr Turner is:

a.   Happy to change rooms.

b.   Angry at changing rooms.

c.   Satisfied with the change.

5. When will Mr Turner change room?

a.   Immediately.

b.   When the room's ready.

c.   When there's a room available.

The following text is for number 6-10!

Receptionist Hello. The Gresham Hotel. Felipe speaking.

Client I'd like to book a room, please.

Receptionist Certainly, sir, how long would you like to stay?

Client I want a single room, en suite, for the night of Monday the 1st of September
and Tuesday the 2nd. Then again on Friday the 5th of September.

Receptionist I'm afraid we have no single rooms free on those dates but we can offer you a
double room for single use.

Client That's fine. I may want to stay an extra night.

Receptionist I'm sorry, sir. The hotel is full on the 6th and 7th.
6. When does the client want to stay at the Gresham Hotel?

a.   On the night of the 1st of September.

b.   On the night of the 5th of September.

c.   On the nights of the 1st, 2nd and 5th of September.

7. How long will he stay at the hotel?

a.   For three nights.

b.   For five nights.

c.   For a week.

8. The hotel has:

a.   No rooms free on those dates.

b.   No single rooms free on those dates.

c.   No double rooms free on those dates.

9. When is the hotel full?

a.   On the 1st and 2nd.

b.   At the weekend.

c.   On the 5th.

10. What's an en suite room?

 a.   A room with sweets.

b.   A room with its own bathroom.

c.   A room with a shared bathroom.

The following text is for number 11-15!

Travel Agent Good morning. How can I help you?

Thomas I'd like to go away for a holiday - somewhere in the sun.

Travel Agent Have you any particular destination in mind?

Thomas Spain, I think.

Travel Agent Mainland Spain or one of the islands?

Thomas The Canaries would be nice. Yes, I'd like a hotel beside a
beach .

Travel Agent OK. Here are a few brochures about the Canaries, with
information about hotel accommodation and self-catering
apartments too. When would you like to travel?

Thomas I'd like to go for a week in June. Is that high or low

season?

Travel Agent I'm afraid it's the start of the high season.

Thomas OK. Thanks very much. I'll have a look at the brochures
and think about it.

11. What kind of holiday does Thomas want?

a.   A holiday in the sun.

b.   A skiing holiday.

c.   A long weekend.

12. Where does Thomas want to go?

 a.   Greece

b.   Spain

c.   France

13. How long does Thomas want to go away for?

a.   A week.

b.   Two weeks.

c.   A month.

14. When does the high season start?

a.   May

b.   June

c.   July

15. How many tickets does Thomas book?

a.   One.

b.   Two.

c.   None.

The following text is for number 16-20!

Today's office workers do more than make coffee, make travel arrangements for their bosses,
answer the phone, and type letters. Office workers today are often no longer called typists or
secretaries, but administrative assistants or personal assistants. Typewriters and shorthand
are mostly a thing of the past, but modern secretaries must do more tasks and need more
skills than ever. They must be able to use computer applications such as a word processor,
spreadsheets, databases and so on, as well as other office equipment. In a small business, the
secretary is often the first point of contact, so he or she must make a good impression and be
professional when dealing with visitors.

16. A modern secretary types on:

a.   A typewriter

b.   A computer

c.   A spreadsheet

17. What skills does a secretary need?

a.   Computing

b.   Coffee making

c.   Mathematics

18. Which is correct?

a.   A modern secretary needs more skills than in the past.

b.   A modern secretary needs fewer skills than in the past.

c.   The same skills as in the past.

19. Which is correct?

a.   All modern secretaries do shorthand.

b.   Not many modern secretaries do shorthand.

c.   Modern secretaries never do shorthand.

20. When dealing with visitors the secretary must:

 a.   Make a good impression.

b.   Make good coffee.

c.   Make a strong impression.

The following text is for number 21-25

Manager Have you filed the invoices and sent the memos to the Marketing and Accounts
Departments?

Secretary I'm afraid the memos aren't ready yet, but I've done the filing.

Manager Please send them off as soon as possible. Were there any phone calls while I was
in the meeting?

Secretary Yes, Mr White from MegaSoft rang to cancel his appointment. He's extremely
sorry. He'll ring back to arrange another meeting.

Manager OK. Ask him if he can come on Thursday at 10 a.m.

21. What has the secretary still to do?

a.   Send the memos

b.   Finish the filing

c.   Phone Mr White

22. Where was the manager when Mr White called?

a.   Having coffee.

b.   In his office.

c.   In a meeting.

23. Who has cancelled the appointment?

 a.   The manager

b.   Mr White

c.   The secretary

24. Who will ring back to arrange another meeting?

a.   The manager

b.   The secretary

c.   Mr White

25. When can the manager see Mr White?

a.   On Tuesday morning.

b.   On Thursday morning.

c.   On Thursday afternoon.

B. TRUE/FALSE STATEMENT
Read the following text and answer the question!

The layout and organisation of an office depend on the type of services

which it provides and on the size of the company. A large firm will probably
have open office space separated by partitions into desks or work-stations.
Each department in a large organisation, for example Sales, Accounts,
Marketing, Production, may have its own manager and offices. In a small
firm the members of staff, for example the manager, accountant and
secretary, may all have individual rooms, and the organisation of work will
be more flexible.

In all cases, however, the duties of secretarial staff will be similar and
will include word processing, taking minutes of meetings, filing, reception of
visitors and so on.
 Because of this, many companies nowadays use the services of
agencies which specialise in sending temporary secretaries, known as
'temps', in order to save on staff costs. Also in recent years much more
importance has been given to working conditions in offices, with regard to
things like safety, lighting, ventilation and temperature.

1. Offices have more or less the same layout in all companies.

 TRUE

 FALSE

2. A large company may be divided into different departments.

 TRUE

 FALSE

3. Large open offices can be divided up using partitions.

 TRUE

 FALSE

4. Mail and post are the same thing.

 TRUE

 FALSE

5. Using a word processor is not a useful skill for a secretary.

 TRUE

 FALSE
6. Large companies do not use temps.

 TRUE

 FALSE

7. Temp agencies have become popular in recent years.

 TRUE

 FALSE

8. Working conditions in offices have improved in recent years.

 TRUE

 FALSE

9. An accountant must always have his own office.

 TRUE

 FALSE

10. Sales and Marketing are different departments in a large company.

 TRUE

 FALS