Tourism TM 15232

TEACHER’S RESOURCE BOOK
Burlington Professional Modules
tourism
Emma Morgan
Includes:
• Teaching Notes
• Student’s Book Answer Key
• Workbook Answer Key
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• Tests with Answer Key
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• Additional Speaking Tasks
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• Additional Writing Tasks

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Burlington
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Burlington Professional Modules: TOURIS
M
Teacher’s Resource Book
by Emma Morgan
Burlington Books
P.O. Box 54411
3721 Limassol
Cyprus
Burlington Books is an imprint of Danos Books Ltd.
The publisher gratefully acknowledges the following for providing photographs:

All photographic images in this publication are © Shutterstock Inc.
All rights reserved by the publisher. No part of this publication may be reproduced, stored in a retrieval system or transmitted
in any form or by any means – electronic, mechanical, photocopying or otherwise – without permission in writing from the publisher.
The publisher, however, grants permission to the teacher to photocopy those pages on which the symbol
TOURISM Photocopiable © B Burlington Books appears.
ISBN 978-9963-48-947-3
Copyright © 2014 Burlington Books
10 09 08 07 06 05 04 03 02 01
23 22 21 20 19 18 17 16 15 14
Page
Teaching Notes 4
Student’s Book Answer Key 6
Workbook Answer Key 27
Tests with Answer Key 45
Additional Speaking Tasks 105
Additional Writing Tasks 115

Teaching Notes
Teaching Notes
Welcome to the Burlington Professional Modules series. Each of the Burlington Professional Modules consists
of a Student’s Book, a Workbook and a Teacher’s Resource Book.
The Student’s Book consists of 20 units, the topics of which have been carefully chosen to reflect specialised
areas pertinent to specific career paths. Each unit presents useful functional language and topic-based
vocabulary in a variety of authentic situations which your students may be expected to encounter in the
workplace.
Each unit is divided into two sections of two pages each. Each two-page section is structured as follows:
• A short reading in the style of various authentic texts (for example: adverts, brochures, websites and
notices) followed by comprehension questions.
• A situational dialogue using clearly marked functional language followed by comprehension questions.
• A variety of engaging vocabulary exercises in work-related contexts.
• Tip! boxes that provide information on the use of everyday language, as well as additional cultural
information.
• A Your Turn feature which alternates between a listening activity and a speaking activity. Both activities
exploit the functional language as well as the topic vocabulary, and provide students with the opportunity
to practise new word and language skills.
The Student’s Book also includes a Vocabulary Builder covering the unit vocabulary and a Writing Guide.
The Workbook consists of three sections:
• Practice of vocabulary and functional language by unit.
• An optional grammar section including grammar charts and exercises.
• Writing plan pages with useful language boxes.
The Teacher’s Resource Book consists of answer keys for the Student’s Book and Workbook, listening
scripts of the Your Turn listening feature in the Student’s Book, photocopiable tests together with their answer
keys and additional unit-based speaking and writing tasks.
Using the Student’s Book

1. Read the unit title with the class and ask students what type of information they expect to cover in this
unit.
2. Before starting each two-page section, refer students to the relevant page in the Vocabulary Builder.
Each unit has its own categorised vocabulary list covering all the vocabulary presented in the unit, as
well as a bank of additional words for stronger students. Check that your students know this vocabulary
and translate any items that they don’t know. Students can write the translation of the vocabulary items
in the spaces provided, creating a glossary of all the vocabulary covered in the book.
3. Read or listen to the text. Also read the Tip! box, if there is one. Ask students to answer the questions
about the text. If you wish, you can give your students a time limit before checking their answers in class.
4. Before listening to the dialogue, read the instructions. Then tell students to listen to the dialogue, paying
attention to the functional language in colour. Ask students to complete the exercise.
5. Tell students to practise the dialogue in pairs. You may wish to ask for volunteers to act out this dialogue
in class.
6. Tell students to read the dialogue again and to complete the exercise that follows. Then check the
answers together with the students.
7. Tell students they are going to work on the vocabulary from the unit list. Each unit has a variety of exercise
types, including picture-based exercises, multiple choice, gapped sentences and definitions, as well as
authentic mini-texts such as adverts, posters, brochures and e-mails. Ask students to complete an
exercise, then check their answers in class. Make sure you read through and explain any Tip! boxes that
appear on this page. Remind students that there is a full vocabulary list at the back of the book.
8. Explain to students that at the end of each two-page section, there is a Your Turn feature, which gives
them the opportunity to use the language they have learned in an authentic situation. At the end of the
first section, this is a listening exercise. Tell students to listen to the recording and to complete the task.
4
Teaching Notes
9. Before starting the second two-page section of the unit, you may wish to revise vocabulary items and
functional language from the previous section, especially if there has been an interval of some days between
teaching these two sections. Once again, refer students to the vocabulary list at the back of the book before
starting the second section of the unit.
10. At the end of the second section, the students will practise the language they have learned in this unit in
an authentic speaking situation in the Your Turn feature. This often requires students to refer to information
provided at the back of the book, and to complete a short task such as taking notes or completing a form.
11. At the end of the unit, check for a reference to the Writing Task in the Writing Guide. This reference appears
in most units but not all. Tell students to read the writing model and to answer the questions. This will help
them focus on the type of information that should be included in each writing task. In order to complete
the task, refer students to the Writing Plan pages in the Workbook. Together with the Writing Plan and
Useful Language feature in the Workbook, the Writing Guide forms a structured and comprehensive writing
programme for your students.
Using the Workbook

At the end of each unit of the Student’s Book, you will find a reference to the Workbook. Exercises in the Workbook
provide students with the opportunity to practise both the unit vocabulary and the functional language. In addition,
there is an optional Grammar Practice section containing clear grammar charts as well as contextualised grammar
exercises. This allows students to practise grammar structures while again revising unit vocabulary.
Using the Teacher’s Resource Book

The Teacher’s Resource Book contains materials that enrich and expand on the materials presented in the
Student’s Book and Workbook.
The Teacher’s Resource Book contains:
1. Answer Keys for the Student’s Book and Workbook.
2. Listening scripts of the Your Turn listening feature in the Student’s Book. These allow you to create extra
activities of your own should you wish to do so.
3. Photocopiable tests. The tests are structured so teachers can test their students after every two units, after
every four units, midway through the course and at the end of the course. Each test is scored out of 100 and
covers Reading Comprehension, Vocabulary, Functional Language and Listening Comprehension.
4. Additional Speaking and Writing tasks. Like the tasks in the Student’s Book, these additional tasks reflect the
Student’s Book units and practise the vocabulary and functional language pertinent to each unit.
5
Student’s Book Answer Key
Jane: 584-2397.
1 Paul: All right, Ms Sanders. And how many people
are travelling?
At the Travel Agency, page 4
Jane: Two – just my husband and I.
1 1. 15-20
Paul: When would you like to travel?
2. kids
Jane: In May, if that’s possible.
3. students
Paul: That’s quite soon, but let me check. Yes, there
4. 50 years ago are some places left in our next Classical China
5. by e-mail, phone or fax tour, from 6th May to 17th May. Does that suit
2 1. Catherine 3.
8th you?
2. Greece 4. Jim Jane: T
hat sounds wonderful. How much does it
cost?
4 Name: Mr / Ms: Mr Jim Solano Paul: It’s £1,895 a person, including flights, hotels
Telephone number: 0325-108-4986 and most meals.
Destination: Greece
Jane: T
hat’s a bit expensive. Let me talk to my
Dates: Depart 27th June
husband and I’ll get back to you.
Return 8th July
Number of Adults: two Children: two
Agent: Paul
Agent: Catherine
Customer name: Jane Sanders
Telephone number: 584-2397
page 5
Number of adults: 2
5 1. 576 8. 125 Number of children: 0
2. 30 9. 1,190 Dates: 6th-17th May
3. 4,739 10. 380 Price quoted: £1,895 per person
4. 18 11. 2,560
Planning a Holiday, page 6
5. 941 12. 12
6. 13 13. 20
1 Hansa Bed and Breakfast: Breakfast available
Self-catering flat: Walking distance from the city
7. 80 14. 11 centre, Minimum stay
7 1. February 5.
September Hotel Europa: Walking distance from the city
centre, Free Wi-Fi, Breakfast available
2.
April 6.
November
Berlin Youth Hostel: Walking distance from the city
3.
May 7.
December centre, Breakfast available
4.
July
2 1. weekend 3.
four
8 1. the fifteenth of 2.
120 4.
metro
2.
the twenty-fifth of
3.
the nineteenth of page 7
4.
the twenty-fifth of, the thirty-first of 4 1. T 2. T 3. F 4. F 5. F
9 1. to 5 1. bed and breakfast 4.
self-catering flat
2.
with other people 2.
youth hostel 5. campsite
3.
less 3. resort
4.
plane 6 1. beach holiday 4.
safari
5.
get 2.
sightseeing holiday 5. coach tour
1
3. cruise 6. skiing holiday
7 Your Turn
7 6, 10
Paul: Good afternoon, Tour 44. This is Paul speaking.
How can I help you? 8 1. church 4.
historic district
Jane: Hello. I’m interested in a guided tour to China. 2.
museums 5. market
Paul: Certainly. First of all, let me take your name and 3. landmark 6. promenade
phone number. 9 1. kitchen 4.
budget
Jane: My name is Jane Sanders. That’s S-A-N-D-E-R-S. 2.
accommodation 5. public transport
Paul: Thank you. And what’s your telephone 3. minimum stay
number?
6 TOURISM Photocopiable © B Burlington Books

Customer: Ms Blake
2 Departing From: Bangkok
Booking a Flight, page 8 Destination: London
Departure Date:14th January
1 1. London 4. 05:30
Departure Time: 10 pm
2.
Rio de Janeiro 5. New York, JFK Airline: KLM
3. 15:15 6. £882 Reserved: Business Class ✓ Economy Class
2 1. 18th 3.
9.10
Airport Procedures, page 10
2.
Economy 4. Aisle
1 1. one
4 ✓ return one-way 2.
23
Departing from: London, Heathrow
Destination: Sydney 3.
45 cm x 25 cm x 56 cm
Departure date: 18th October 4.
checked-in luggage
Return date: 7th November 5.
three
Airline: Air China
Fare: £856 2 1. Fiona 3.
11
non-stop number of stops 1 2.
Australia 4.
22:30
Seat: window ✓ aisle
4 1. F 2. F 3. T 4. F 5. F
Meals: regular ✓ vegetarian
page 11
page 9
5 1. unattended 5. security
5 1. window seat 4.
passenger
2. Weight limit 6. passport / boarding pass
2.
airline 5.
e-ticket
3. excess weight 7. scheduled
3.
aisle seat 6.
airport
4. valuables
6 1. a 2. b 3. a 4. b 5. b 6 1. b 2. b 3. a 4. a 5. a 6. b
7 1. depart 6. departure
7 1. e 3. h 5. f 7. d 9. i 11. b
2.
arrive 7. arrival
2. c 4. a 6. l 8. j 10. k 12. g
3. fare 8. layover
4. non-stop 9. book
5. on time 3
1
Your Turn On the Flight, page 12
19
1 1. Two meals will be served on the flight.
A: So Ms Blake, you’d like a one-way ticket from
Bangkok to London on 14th January, is that 2. There are four film channels and eight music
correct? channels.
Yes, Bangkok to London. That’s right. Leaving on
B: 3. Seatbelts must be fastened when the seatbelt
14th January. light is on.
Smaller items may be put under the seat. /
4.
A: Let me see what’s available on Thai Airways ...
Large items must be put in the overhead
OK, I can get you on the morning flight. It departs
compartments.
at 8 am.
5. Laptops must be turned off during take-off
B: No, I have to leave in the evening. I’m going to a
and landing. / Laptops may be turned on at all
conference that ends at 5 pm.
times except for take-off and landing.
A: There’s a flight at 11 pm, but there are no seats.
You’ll have to stay an extra night. 2 1. connection 4.
seat
B: Oh, I’d rather not. Is there anything else? 2.
row 5.
landing
A: Mmm let me see ... There’s a seat at 10 pm on 3.
baby 6.
headsets
KLM, but it’s in business class. And I see that it 4 a. 1 b. 2 c. 3 d. 2 e. 1 f. 3
has a three hour layover in Amsterdam.
B: Well, if there’s nothing else ... ? page 13
A: I’m afraid not. 5 1. headset 5.
overhead compartment
B: All right then, please book KLM, the business 2.
beverages 6.
seatbelt
class seat. 3.
snacks 7.
electronic device
A: Right. Let me take your details. 4.
pocket 8.
life jacket
TOURISM Photocopiable © B Burlington Books 7

6 1. captain 3.
Turbulence 2 1. Good afternoon 3. taxi
2.
turned off 4.
fasten 2. 55 4. Yellow
7 1. assistance / help page 15
2.
passengers
4 1. The Ambassador Hotel
3.
Smoking
2. He’s in a hurry.
4.
snacks, beverages and meals
3. a shuttle and a taxi
5.
seats
4. a shuttle
6.
taking off / landing
5. He chooses to take a taxi because
8 1. T 2. F 3. F 4. F he doesn’t want to miss his meeting.
1 5 1. tram 6. station
31 Your Turn
2. taxi 7. motorcycle
A: Welcome aboard! May I see your boarding pass,
3. shuttle 8. escalator
please?
4. train 9. ferry
B: Here you are.
5. underground 10. terminal
A: You’re in seat 19C. Go straight to the middle of
the plane and your seat is on the left. 6 1. authorised 5. domestic
B: Is it a window seat? 2. assistance 6. Ground transport
A: No, sir, it’s an aisle seat. 3. level 7. Customs
B: But I asked for a window seat! 4. courtesy 8. Set fees
A: I’m so sorry. Would you mind sitting there for now, 7 1. d 2. f 3. c 4. a 5. b 6. e
and later I’ll try to find you a window seat.
A: Yes, What can I do for you?

C: Could you tell me what’s going on?
4
A: Oh, it’s just a little turbulence.
Renting a Car, page 16
C: Well, it’s quite frightening. 1 Tick: 1, 3, 4, 5, 6, 7, 9
A: Don’t worry, sir, it’s perfectly normal. Let me get 2 1. ten 3. noon
you a nice cup of tea to help you relax. 2.
automatic 4.
rental agreement
A: Would you like something to drink, madam? 4 Surname: Ashton

First Name: Craig
D: Yes, please. I’ll have some tomato juice.
Driving Licence No: 4390999
A: Here you are. Additional Driver:
D: Thanks. Tell me, will you be serving the meal Surname: Ashton
soon? I’m hungry! First Name: Lucy
A: I’m sorry, but that won’t be for another hour. Driving Licence No: 7880066
I’ll bring you a snack for now. Pick-up date: 27th February Location: London
Drop-off date: 9th March Location: Surrey
Vehicle Class: compact
1.
aisle seat 4.
tea
Model: Ford Focus (hatchback)
2.
window seat 5.
hungry Automatic: 3 Manual:
3.
turbulence 6.
snack Air-Conditioning: 3 Yes No
At the Airport, page 14 page 17

1 Purple Green
5 1. hatchback 6. automatic
Yellow MARTA
Line Line 2. saloon 7. power steering
Taxis Trains
Shuttle Shuttle 3. 4x4 8. air-conditioning
1. leaves every 15 ✓ ✓
4. minivan 9. sat nav
minutes
2. is free ✓
5. manual
3. departs from 6 1. emergency assistance 5. a driving licence

✓ ✓ ✓
Ground Transport 2. model 6. car park
Center
3. fill up 7. long-term
4. has a set fee ✓
4. mileage
5. provides public ✓
transport in Atlanta

7 1. sat nav 4. insurance page 19

2. minivan 5. petrol 5 1. peso 6.
dollar
3. long-term rate 6. air-conditioning 2.
real 7.
rupee
3.
pound 8.
rand
1
41 Your Turn 4.
lev 9.
yen
A: Hello, Premier Car Rentals. How can I help you? 5.
krone 10.
rouble
B: Hello. My name’s Sharon Brown. I’d like to reserve 6 1. pound 3.
returning
a car for 10th April, please.
2.
bank 4.
currency
A: OK, and for how long do you want the car?
B: Two weeks.
7 1. exchange 4.
Traveller’s cheques
2.
commission 5.
ATM
A: All right. You’ll be returning it on ... the twenty-
fourth of April? 3.
local currency 6.
amount
B: Yes. On the 24th. 8 1. 2 and 4 4. 3 and 5
A: What kind of car would you like? 2. 2 5. 1
B: I’ll be coming with my family, so we’ll need a 3. 4 6. a currency exchange
standard saloon.
A: OK. A standard saloon. No problem.
B: Good. Now we’ll want to pick it up in London but 5
will it be all right if we drop it off in Aberdeen? Booking a Room, page 20
A: That’s fine. There’s no extra charge for that.
B: Great. And what are your rates?
1 Hotel Superior The Orchid
1. standard and deluxe 1. standard and deluxe
A: We’ve got a special weekly rate of £112. It works
out much cheaper than the daily rate. 2. complimentary shuttle 2. Underground
3. close to entertainment 3. two underground
B: Sounds good. Is there a mileage charge? and shopping,10 minutes stations
A: You have 1,000 free miles. After that, it’s 20 pence from the London Eye
a mile. How will you be paying? 4. buffet breakfast 4. full English breakfast
B: By credit card. 5. low season 5. Christmas
Name: Sharon Brown 2 1. Amanda 3.

buffet breakfast
Date of pick-up: 10th April
2.
6th 4.
midnight
Date of drop-off: 24th April
Class of car: (standard) saloon 4 1. two 3.
standard
Place of pick-up: London 2.
3rd May, three 4.
£135
Place of return: Aberdeen
Rate: £112 a week + 20p a mile after 1,000 miles
Method of payment: credit card page 21
5 1. a 2. e 3. d 4. g 5. h 6. b 7. f 8. c
Changing Money, page 18
6 1. a deluxe room 4. check-out time
1 1. foreign
2.
during high season 5. convenient
2. commission
3.
its location 6.
at around noon
3. minimum amount
4. local
7 1. c 2. b 3. a
5. receipt 8 1. fully booked 4.
cancellation fee
2.
complimentary 5.
confirmation number
2 1. 300 4. fee
3.
noon
2. passport 5. 20
3. fifties 1
53 Your Turn
4 Customer’s currency: euros
A: Hello. This is Susan Marshall. I’d like to book a
Amount: €300
room for a family of five, please – two adults and
Buying: British pounds
three children.
Exchange rate: 85 pence to the euro
Amount in British pounds: £255 B: A family of five ... so you’ll need a suite.
Other transactions: A: How much is a suite?
cashed €20 in traveller’s cheques B: That depends. For what dates?
A: The second or third week in July.

B: Oh, that’s high season.

A: Oh, dear! Well, are there any suites available? 6
B: Let me just check ... I’m afraid we’re fully booked Getting Around the Hotel, page 24
during the second week of July, but we do have 1 1. F Café Jasmine specialises in breakfast buffets.
some rooms available during the third week,
2. F Manicures are available at Cleopatra Spa.
starting 15th July.
3. T
A: 15th July is fine.
4. F Y
ou can get breakfast at Café Jasmine between
B: How long would you like to stay?
7.00 and 9.30.
A: For five nights.
5. T
B: Then you’ll be leaving on 20th July ... Would you 6. F The hotel gift shop sells souvenirs, postcards
prefer a smoking or a non-smoking room? and beachwear.
A: Non-smoking, please.
2 1. 291 3.
full board
B: OK, that’s £208 a night. Ms Marshall, can I have
your address, please? 2.
Thank you 4.
fitness centre
A: 22 Mayfare Road, Essex, England. That’s 4 1. Royal Garden Restaurant is on the 8th floor, not
M-A-Y-F-A-R-E. the 10th floor.
B: OK. 22 Mayfare Road. That’s fine, Ms Marshall. 2. Breakfast is from 7.00 to 9.30, not 9.00.
3. There are Pilates and yoga lessons, not karate
Name: Susan Marshall lessons.
RESERVATION
Adults: 2 Children: 3 page 25
Arrival Date: 15th July
Departure Date: 20th July 5 1. lobby 7. indoor pool
No. of Nights: 5 2. lift 8. stairs
ROOM TYPE 3. children’s club 9. fitness centre
Standard Deluxe 3 Suite
4. sauna 10. luggage storage
Smoking ✓ Non-smoking
ROOM RATE 5. lounge 11. spa
One night: £208 6. hair salon 12. gift shop
Address: 22 Mayfare Road, Essex
6 1. c 2. a 3. d 4. b 5. e 8. f
Country: England
Expressions which don’t have a matching symbol:
6 and 7
Checking In, page 22
1 1. a 2. f 3. g 4. h 5. i 6. c 7. b 8. d 9. e 7 1. No, the gift shop is on the ground floor.
2. No, the lobby is across from the gift shop.
2 1. Good afternoon 3. £35
3. Yes, the fitness centre is across from the sauna.
2.
standard 4.
fourth 4. The hair salon is across from the children’s club.
4 1. Mr and Mrs Thompson 4. a key card 5. The hair salon is on the 12th floor, across from
2.
full board 5.
452 the children’s club and next to the swimming
pool.
3.
the mountains
8
Accept all logical and grammatically correct answers.
page 23
1
5 1. c 2. f 3. g 4. b 5. h 6. e 7. d 8. a 63 Your Turn
6 1. balcony 5. credit card 1. OK, take the lift to the 12th floor. Go straight
ahead down the corridor and then turn right.
2. credit card number 6. hotel receptionist
It’s on your left.
3. floor 7. key card
2. Sorry, the lift isn’t working. Go to the end of this
4. expiry date 8. reception desk corridor and up the stairs to the second floor. It’s
7 1. see 4. arrives on your left at the top of the stairs.
2. two 5. before 3. You’re on the wrong floor. Go down to the
ground floor. They’re next to the gift shop.
3. three
1. hair salon
2. bar
3. toilets

Hotel Facilities, page 26 page 29

1 1. next to the pool / poolside 5 1. i 6. j 11. h
2.
gourmet Asian 2. l 7. g 12. f
3.
Swedish, Thai or hot stone 3. d 8. m 13. e
4.
10 pm 4. c 9. b
5.
At the Hotel Shopping Arcade 5. k 10. a
6.
14 6 1. c 2. b 3. a 4. e 5. f 6. d
2 1. fax 4. pool 7 1. comfortable
2. floor 5. restaurant 2. provides
3. 10 pm 3. remodel
4. operate
4 1. business centre 3. three
5. environmentally friendly
2.
10 pm 4.
Asian restaurant
8 1. kettle 4. toiletries
page 27 2. blankets 5. comfortable
5 1. d 6. c 3. remote control
2. j 7. h
1
3. g 8. i 74 Your Turn
4. e 9. b Nigel: Reception. Nigel speaking.
5. a 10. f Carl: Hello, this is Carl Lang in room 213. Could I
6 1. florist’s 5. business centre have some herbal teabags, please?
2.
poolside snack bar 6. conference room Certainly, Mr Lang. I’ll have some sent up right
Nigel:
away.
3.
nightclub 7.
golf course
Carl: Thank you. And could you please send me
4.
shopping arcade 8.
newsagent’s
some extra hangers as well?
7 1. b, c, e, k 6. b Nigel: Of course.
2. j 7. a, h Carl: Oh, and the air-conditioning isn’t working.
3. a 8. b, e, k Have you closed all the doors and windows,
Nigel:
4. d, g, i 9. f sir?
5. h 10. b, c, k Carl: Um ... the balcony door isn’t completely
The waiter, shop assistant, beautician, chef and closed.
barman (1, 4, 7, 8, 10) can work in more than one You must close it or the air-conditioning won’t
Nigel:
place. operate.
8 1. DJ 4. waiter Carl: I see. And another thing – I’ve got a problem
with the location of my room. I’m very far from
2. chef 5. shop assistant
the lift.
3. barman 6. barber
Nigel: I see you requested a quiet room, sir. That’s
9 1. food 4. wine why your room is away from the lift.
2. An apple 5. restaurant Carl: Yes, I did, but this is inconvenient. Could I
3. A massage change rooms?
Nigel: I’m afraid we’re fully booked tonight, but
tomorrow it shouldn’t be a problem.
7 Request / Problem Response
The Hotel Room, page 28 Herbal teabags
1 1. remodelled 4. 24 (extra) hangers
air-conditioner isn’t working
2. standard 5. room safe room is too far from the lift Will try to change
3. king-size rooms tomorrow
2 1. two 4. room
2. room safe 5. Great!
Housekeeping, page 30
3. No problem 6. things 1 1. F 2. T 3. T 4. F 5. F
4 1. T 2. T 3. T 4. T 5. F 6. T 2 1. Fine 4. Excellent
2. three 5. Not yet
3. bathrooms

4 Room Instructions 2
6 Your Turn
425 Must be cleaned by 11 am Walter: Room service, Walter speaking.
304 Put chocolate and flowers in the room
424 Report to maintenance that the lamp Mr Thompson: Hello. This is Mr Thompson in room
isn’t working 101. I’d like to order lunch, please.
Walter: With pleasure. What would you like?
page 31 Mr Thompson: We’d like the pasta with tomato
sauce, and a hamburger and green
5 1. rubbish bin 5. housekeeper
salad.
2. supplies 6. cart
Walter: Would you like tomatoes and onions
3. counter 7. ironing board with the hamburger?
4. iron 8. stain Mr Thompson: Tomatoes, but no onions, please.
6 1. guest 4. workers Walter: And what would you like to drink?
2. welcome 5. baby’s father Mr Thompson: One cola and one lemonade, please,
3. table 6. chocolate and some cheesecake for dessert.
Walter: Sorry, but we’re out of cheesecake.
7 1. a 2. a 3. a 4. b 5. b 6. b
Can I recommend our chocolate
8 1. d 2. f 3. a 4. c 5. b 6. g 7. e mousse? It’s delicious.
Mr Thompson: Oh, all right. I’ll try it.
Walter: Will that be one or two?
8 Mr Thompson: Just one. My wife will have the
Calls to Hotel Services, page 32 blueberry pie.
1 1. You can order room service 24/7. Walter: Very good. We’ll bring it up as soon
as it’s ready. By the way, there’s an
2. There is an additional 20% service charge
additional 20% charge for room
for room service.
service.
3. Dial 9 to order a laundry pick-up.
Mr Thompson: Yes, thanks, I know.
5. Dial 0 if you need a phone charger.
6. The hotel keeps extra toothbrushes.
Room Service Order Form
2 1. Housekeeping 4. lunch Staff member: Walter Room number: 101
2. sooner 5. salad 3 Pasta with Sandwich
3. day 6. All right 3 tomato sauce tuna
mushroom sauce egg salad
4 Dialogue 1: 1. F 2. T Sea bass cheese
Dialogue 2: 1. T 2. F 3. F Salmon Baked potato
3 Hamburger with Cheesecake
page 33 onions Croissant
3 tomatoes 3 Chocolate mousse
5 1. e 7. g 13. o
Steak 3 Blueberry pie
2. l 8. p 14. a 3 Green salad 3 Cola
3 Lemonade
3. j 9. k 15. d
4. c 10. n 16. f Taking Phone Messages, page 34
5. q 11. b 17. h 1 1. B 2. A 3. D 4. C 5. C
6. i 12. m 18. r
2 1. help 4. reservation
6 Starter: chocolate mousse 2. Edwards 5. possible
Main Course: garlic
3. evening
Side Dish: roast beef
Dessert: egg salad 4 To: (Mr) Jack Edwards
Room: 250
7 1. sewing kit
From: (your daughter) Maya
2. shower cap Message: She’ll meet you at the Asian Grill
3. plug adaptor restaurant at 8.00 this evening.
4. charger
page 35
5. corkscrew
6. plaster 5 1. a 2. a 3. b 4. b 5. a 6. b 7. b 8. a
7. toothbrush and toothpaste 6 1. d 2. a 3. b 4. e 5. c
8. stamp

7 1. call back 3. got cut off B: Really? Is it any good?

2. picking up 4. put you through A: Actually, the music is usually brilliant. There’s a
8 1. late 4. park really great atmosphere, too.
2. next 5. earlier B: That sounds perfect. Can you get us tickets?
3. Sorry! 6. can’t A: You don’t need tickets. You just go in and sit
down. But go early to get a good table.
B: OK … And is there a good place to eat before we
9 go? We ate here at the hotel last night, but tonight
we’d like to try something different.
Making Recommendations, page 36 A: Actually, I haven’t eaten there, but people say the
1 1. Le Coq Au Vin food at the club is delicious, and the prices are
2. Novello Theatre to see ‘Mamma Mia’ reasonable.
3. Wyndham’s Theatre to see ‘Barking in Essex’ B: OK, we’ll try it.
4. Whitehall Steakhouse
1. the London Symphony Orchestra
5. Novello Theatre to see ‘Mamma Mia’
2. rock or blues
6. Whitehall Steakhouse
3. jazz club
7. Le Coq Au Vin
4. tickets
8. Wyndham’s Theatre to see ‘Barking in Essex’
5. delicious, are reasonable
2 1. tickets 4. like
2. mad 5. food Giving Directions, page 38
3. perfect 1 1. Royal Pavilion
2.
Sea Life Aquarium
page 37
4 1. They’re not mad about / don’t like musicals.
2 1. walk 4. pretty
2. Church Street 5. New
2. They prefer comedies.
3. faster
3. It got outstanding reviews.
4. The food is superb. 4 1. the Theatre Royal
5. They prefer something a bit less expensive. 2.
(number 14) bus
5 1. play 7. cuisine 3. It’s very pretty there.
2. audiences 8. Reasonable 4.
e
la c
Chu
3. box office 9. reviews
rch
de
orough P
S tree
d Para
or S t
t
Carl
Bond St
4. First-rate 10. award-winning

St
ton
Hill
nds
6
land
Gran
rlb
St
oad
Wi
Ma
5. atmosphere 11. Performances

Port
John
R
t
al S
New
t
No
er S
1
Loy
Old Steine
rth Edwa
6. Live music 12. worth seeing Duke S
t
St
re
e
rd Str
eet 7 Blak
t
Middle St
s
t
6 1. sold out 4. pricey

rge S
n
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ne
8
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Geo
St
tei
d
G
Ne 4
2. prefer 5. half-price
wR
dS
set
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High
on St
t
Cha
Ol
Dor
Princ
Ship S
e Alb St. James’s S

ert S treet
3. service
Black Li
t
Charles St
Broad St
Madeira Pl
East St
Kings
7 1. b 2. b 3. a 4. a 5. a 6. b 7. a 5
Para
de
Marin
2 e Para
de
2
17 Your Turn
3
A: Good afternoon. Can I help you?

B: Yes, please. Can you recommend a good page 39
concert?
5 1. f 2. h 3. c 4. e 5. b 6. g 7. a 8. d
A: Well, how about the London Symphony
Orchestra? That’s always popular with our guests. 6 north
I could try to get you tickets for tonight’s concert.
It’s supposed to be outstanding.
west east
B: To tell you the truth, we’d prefer rock or blues.
A: Well, you could go to Big Joe’s down the street.
It’s a jazz club and they’ve got live music every south
night.
7 1. b 2. a 3. c 4. d

8 1. reach 4. Follow the signs Louis: But aren’t these shoes good enough? They’re
2. blocks 5. within walking distance new!
3. exit 6. between Anne: No, they’re too soft. Louis, this is for your own
safety.
Louis: I suppose you’re right. I’ll wear different shoes
10 from now on.
Staff Safety, page 40 Anne: Now could you show me how you lift this pot,
please?
1 1. B – No 4. A – No
Louis: Here – I always use oven mitts.
2.
A – No 5.
E – No
Anne: That’s fine. But there’s oil on the floor. You
3.
C – Yes 6.
D – No
need to keep your work area clean, Louis.
2 1. shift 4.
cuts Someone could slip here!
2.
trolley 5.
sharp
3.
push Needs
Satisfactory
improvement
page 41 Cutting technique ✓
4 Shift manager: Florence Correct shoes ✓
Safety tips discussed: Use of oven mitts ✓
• Always push trolley slowly.
Keeps work area clean ✓
• Do not put too many things on trolley.
• Do not push rubbish (down) with your hands.
Emergencies, page 42
5 1. saucepan 4.
ladder
1 1. T 2. T 3. F 4. F 5. T
2.
lid 5.
oven mitt
3.
knife 6.
rubber gloves
2 1. sorry 4. head
2. room 5. 127
6 1. crash into 4. prevent
3. girl
2. protect 5. push
3. Pull out 6. lift
4 Fire Report
Date: 16th May
7 1. d 4.
a, d, f Time: 5.25 pm
2. a, f 5. e Location: restaurant
Fire brigade informed Y 3 N
3. a, b 6. c
Evacuation Y 3 N
8 1. oven mitts 5. talk Manager informed Y 3 N
2. floor 6. don’t smoke Injury Report
3. run 7. clean Date: 24th July
4. lift 8. hold Time: 11.15 am
Guest name: Susan Milton
9 1. Boiling oil, strong chemicals Room number: 127
2.
sharp knife Location of accident: near the pool
3.
broken ladder Description of accident: a young girl has slipped
and fallen
4.
heavy bag
Description of injury: her head is bleeding
5. Poor ventilation, strong chemicals Ambulance Y 3 N
First aid Y 3 N
2
30 Your Turn
Anne: Louis, I’d like to talk to you for a moment, page 43
please. 5 1. first-aid kit 4.
poison
Louis: Yes, Anne? 2.
fire extinguisher 5.
warning sign
Anne: I see that you’re making a lovely salad. 3.
smoke detector 6. fire alarm
Louis: Thank you. 6 1. d 2. e 3. f 4. b 5. a 6. c
Anne: But you’re cutting towards your body. You
must always cut away from it. 7 1. evacuating 4. breathing
Louis: Right! I’ll try to remember. 2. coughing 5. bleeding
Anne: And another thing – you should wear better 3. choking 6. fainting
shoes to protect yourself from falling objects
in the kitchen.

8 1. accident 5. public address system A: No problem. I’ll find you a tour that will take you
2. unconscious 6. CPR there and also to Westminster Abbey, where
3. x-ray 7. Heimlich manoeuvre Prince William and Kate Middleton got married.
It’s a fascinating site.
4. smoke 8. paramedic
B: Well ... ermm ... maybe if we’ve got time after the
palace.
11 A: You know, there’s a lot more to London than
history and the Royal Family. If I were you, I’d
At the Tourist Information Office, page 44 leave some time to explore the markets like
1 1. It tours central London on land and water Covent Garden and Camden Market. They’re
in the same vehicle. really exciting places.
2.
Londinium B: Well ... if we have time. Let’s start with the Tower
3.
the Classic Sightseeing Tour of London. How do we get there?
4.
at number 10 Downing Street A: One, moment, sir, and I’ll get you a pamphlet with
all the information you need.
5. as two superb examples of British architecture
2 1. boy 4.
every day 1. The tourists are in London for two days.
2.
sights 5.
tomorrow 2. They are interested in tours of historic London.
3.
impressive 3. The tourist information officer suggests a trip to
the Tower of London.
4 1. T
4. The tourists really want to go to Buckingham
2.
F The tourist is staying in a hotel. Palace.
3.
F T
he tourist information officer recommends 5. Covent Garden and Camden Market are
the James Bond tour. examples of markets.
4.
F T
ourists can take the James Bond tour only
once a month. Booking Tickets, page 46
5.
T
1 1. 30 years
page 45 2. a tourist attraction
5 1. b 2. a 3. d 4. e 5. c 6. f 7. g 3. as long as they wish
4. every half-hour (between 9.30 am and 5.20 pm)
6 1. ancient 4. impressive
5. San Francisco, the Golden Gate Bridge and San
2.
charming 5.
worthwhile
Francisco Bay
3.
fascinating
2 1. Wednesday 4. short
7 1. d 2. f 3. a 4. b 5. c 6. e
2. one 5. credit card
8 1. itinerary 4. fascinating 3. eat
2.
art galleries 5.
explore
3.
statues 6. trendy page 47
4 ALCATRAZ DAY TOUR – BOOKING #: 0004521
2
42 Your Turn Date: 16th November
Time: 1.00 pm
A: Hi. Can I help you?
Number of passengers:
B: Yes, please. We’re in London for two days. Adult: 3 Child: Senior: 3
A: Welcome to London! What sort of things would Total: $74.25 Payment by: credit card
you like to do?
5 1. F The White Cliffs of Dover are in England.
B: We’re interested in doing a tour of historic London
2. T
today, and tomorrow we want to see Buckingham
Palace and some other royal sites. 3. F Tenerife is one of the Canary Islands.
A: Have you thought of going to the Tower of 4. F A forest has got many trees.
London? A lot of London’s historic sites are also 5. T
connected to the history of the Royal Family. In 6. F A
hill is smaller / lower than a mountain. /
the Tower of London, for example, you can learn A mountain is higher than a hill.
about our history, but you can also see the Crown
7. T
Jewels, which are really impressive.
8. T
B: Well, that’s fine, but we really want to go to
Buckingham Palace, too.

6 1. person 5.
boat A: We can’t do all that in one day! Let’s see – the
2.
skyscrapers 6.
credit card Eiffel Tower opens at 9 o’clock in the morning, so
3.
an aisle seat 7.
on time let’s do that first. Then we can go to a museum.
4.
seats 8.
a holiday There are quite a few in that area.
B: What about the Louvre?
7 1. en route 5.
seasick
Well, we need a few hours to do that and
A:
2.
method of payment 6.
ticket booth everyone will probably be tired after climbing the
3.
availability 7.
audio guide Eiffel Tower. I think we should go to the smaller
4.
special offer military museum after the Eiffel Tower and see the
Louvre on a different day.
B: All right. Then what?
12 A: Let’s organise a lunch in the Latin Quarter and in
the afternoon, we can walk along the Champs
Organising a Tour, page 48 Elysees.
1 1. Deciding where the trip will take place. B: Don’t forget to bring the vouchers for the boat trip
2. special interests in the area, festivals and entrance up the river. Maybe we can do that in the evening.
fees, accommodation, weather conditions A: Good idea.
3. Don’t include too much in a day.
4. Because it’s important for a tour guide to be Morning: Eiffel Tower and the military museum.
well-informed about the places you visit. Lunch: Latin Quarter
Afternoon: walk along the Champs Elysees
2 1. walking tour 4. research Evening: boat trip up the river
2. British Museum 5. vouchers
3. landmarks On Tour, page 50
4 1. b 2. a 3. a 1 2, 4, 6, 8, 9
2 1. tour 4. coach
page 49
2. wife 5. Tuesday
5 1. F T
he tour is more interesting if the guide 3. spa 6. complaints
is well-informed.
2. F M
ost people are satisfied when the bar 4 Was your guide well-informed? Yes
service is good. Was the transport comfortable? No
Was the tour interesting? Yes
3. T Hotel accommodation:
4. T poor / satisfactory / good / very good
5. F Y
ou need to be qualified to be a Meals: poor / satisfactory / good / very good
professional guide. Highlights of the tour: Stonehenge and the
spa at Bath
6. T Complaints: The coach wasn’t air-conditioned
6 1. f 2. a 3. c 4. e 5. g 6. b 7. d and it was boiling hot on Tuesday.
7 1. hot season 3. icy page 51

2. weather conditions 4. warm
5 1. d 2. f 3. a 4. h 5. b 6. e 7. g 8. c
8 1. freezing cold 4. humid
6 1. b 2. b 3. a 4. a 5. a
2. windy 5. foggy
3. boiling hot 6. chilly
7 1. f 2. d 3. c 4. e 5. a 6. b
8 1. walking shoes 4. trainers
2
54 Your Turn 2. sandals 5. suitable clothing
A: Have you read through all those guidebooks I 3. waterproof jacket 6. swimsuit, sunhat
gave you?
B: Yeah – there’s so much research to do, I’m not
sure where to start. 13
A: Well, let’s try and plan day one of the itinerary. So, Describing Places, page 52
what do you think we should do on the first day?
1 4, 7, 8
B: It’s important to see all the main landmarks. We
have to go to the Eiffel Tower and the Louvre 2 1. Monday 4. six
Museum and the Tuileries Gardens and everyone 2. Alpine 5. five
will want to walk along the Champs Elysees ... 3. aren’t
and what about Notre Dame?

4 1. F The tourists want to hike the Alpine Trail. 1. T 2. F 3. F 4. T 5. T

2. F The tour guide has heard of the trail.
3. T Giving Information on Tourist Attractions,
page 54
4. T
5. F The tourist is in Zermatt in the summer. 1 Statue of Liberty Eiffel Tower
1. ✓
page 53
2. ✓
5 1. d 2. e 3. f 4. a 5. b 6. c 3. ✓
6 1. village 5. cable car 4. ✓
2. trek 6. circular route 5. ✓
3. mountain range 7. scenery 6. ✓
4. signpost 8. hiking trails
2 1. Good morning 4. 1886
7 Possible answers
2. France 5. 93
a mountain: grand, breathtaking, steep, magnificent
a village: p
eaceful, unforgettable, quaint, lively, 3. statue
crowded, noisy
a palace: g rand, breathtaking, unforgettable, page 55
magnificent 4 Sculpture of: the Roman goddess of freedom,
a local market: crowded, noisy, disappointing, Libertas
unforgettable, lively Dates of construction: 1870s-1886
8 1. At the foot of 4. scenery Statue made of: metal
Pedestal made of: stone
2. quaint 5. hiking trails
Height of sculpture: almost 46 metres
3. village 6. peaceful Total height: 93 metres
Symbols: 2) the torch represents the way to freedom
2
Your Turn
66
5 1. celebrate 3. cultural icon
A: Mark, have you got a minute? 2. represent 4. height
B: Sure. What’s up?
6 1. treat yourself 4. advance booking
A: You know I have a free day after the tour. My
plane leaves on Thursday night. 2. crowds 5. allow time for
B: Yes, I know. So ... what are you going to do? 3. avoid 6. on the hour
A: I was hoping you could give me some ideas. 7 1. pedestal 4. arch
B: Well, there’s a great hiking trail in the mountains. 2. torch 5. sculpture
A: Oh no, that’s not for me. 3. structure
B: Then what about taking a ride up in the cable car 8 1. metal; c 4. glass; b
to see the scenery? The mountains, valleys and
2. marble; a 5. stone; d
forests are breathtaking.
3. wood; e
A: No thanks, I’m afraid of heights.
B: Are you interested in water sports? The lake is
very popular at this time of the year.
A: No, not really.
14
Hotel Security, page 56
B: Oh dear … Well, what do you like to do?
A: Shopping … 1 1. In the luggage room.
B: Ah. Why don’t you take the train to Lucerne? It’s 2. In the mini-safe in the room or in the safety
an unforgettable journey and Lucerne has got deposit box at the reception desk.
world-class shops. In the Old Town there are lots 3. Report it immediately.
of fashion and jewellery shops and, of course, 4. The lobby, the pool area, the area in front of the
plenty of good restaurants, too! lifts and the car park.
A: Are there any art galleries or museums in the town? 5. Notify the hotel security officers immediately.
B: Of course. Lucerne is a centre for art and culture. 2 1. man 4. hours
A: Lucerne sounds like a good idea. 2. black shirt 5. guests
B: Let me give you a brochure to look at. 3. nothing
A: Thanks.
B: You’re welcome.

4
Time: ten o’clock Complaints and Cancellations, page 58
Security officer: Kevin
1 1. Rule number 1 4. Rule number 3
Person reporting: N ame: Sarah
Job: receptionist 2. Rule number 4 5. Rule number 2
Description of problem: A man is walking around
3. Rule number 1
and watching people. He has been there for a
2 1. an hour 4. name
couple of / two hours.
2. slow 5. father
page 57 3. overdone
5 1. e 2. d 3. a 4. c 5. b 4 Guest complaints
6 1. T 2. T 3. F 4. F 5. F 6. F 7. F 8. T 1. slow
2. overdone
7 1. security officer 4. missing How dealt with: apologised and offered free cake
2. on duty 5. Keep a look-out and coffee
3. lock 6. burglary Cancellations
Name: Gail Harper
8 1. security officer 4. weapon Departure: 8th November
2. public 5. has 3 Deluxe
Room type: 
Cancellation date: 4th November
3. never 6. threatened
Cancellation fee: 3 No
9 1. Burglary 4.
frightened Reason for cancellation: father in hospital
2.
broke into 5.
on duty
page 59
3.
threatened 6.
surveillance cameras
5 1. talking 5. complaints
2. impolite 6. sometimes
3
7 Your Turn
Kelly: Hi, Warren. This is Kelly, the manager of the 3. never 7. customer
gift shop. 4. shocked 8. After
Warren: Hi, Kelly. 6 service: courteous, prompt, inefficient, slow
Kelly: Warren, I think we’ve got a problem here. food: overdone, mouth-watering, stale, tasteless
Warren: What’s wrong? people: courteous, inefficient
Well, there are three teenagers in here ...

Kelly: 7 1. b 2. e 3. a 4. d 5. c
Warren: What are they doing? 8 1. b 2. a 3. b 4. a 5. b 6. a
Kelly: Hanging around the shop and making a
noise.
Warren: How long have they been there? 15
For about half an hour.
Kelly: At the Restaurant, page 60
Warren: Are you sure they’re not hotel guests? 1 1. Caesar salad, stuffed mushrooms
Even if they are, they’re bothering the other
Kelly: 2. Viennese strudel
customers.
3. choice steak / filet mignon
Warren: Are they touching the things in the shop?
4. Jambalaya pasta
Yes. They keep picking things up and
Kelly:
putting them back. I’m afraid they’re going 5. garlic salmon
to break something! 2 1. start 4. sir
Warren: Did you try to speak to them? 2. baked potato 5. vegetables
Well, I’ve asked a couple of times if I could
Kelly: 3. Certainly
help them, but they ignored me.
Warren: OK, don’t confront them. I’ll be right there. page 61
Thanks so much, Warren.
Kelly: 4 1. Caesar salad
2. croutons, a baked potato, mashed potatoes
Security officer: Warren
3. medium rare
Person reporting: N ame: Kelly
Job: gift shop manager 4. Jambalaya pasta
Description of problem: Three teenagers bothering
5. He likes tasting new things.
other customers; manager worried they will break
something.
5 1. e 3. i 5. c 7. d 9. f 11. b
2. k 4. j 6. g 8. l 10. h 12. a

6 1. sweet, fresh 4. sweet, fresh, crisp page 63

2. spicy 5. sweet, rich 5 1. jug 5. serviette
3. rare, well-done 2. tray 6. cutlery
7 1. fried 5. Grilled 3. glass 7. plate
2. mashed 6. sautéed 4. mug 8. tablecloth
3. stuffed 7. baked 6 1. mâitre d’ 4. bill
4. steamed 8. topped 2. sommelier 5. tip
3. cashier
3
Your Turn
19
7 1. apron 4. clear
A: Hello, sir. What will you be having? 2. break 5. make a mistake
B: Well, I’m trying to decide between the crispy 3. fire 6. confused
chicken and the sea bass.
A: They’re both delicious.
8 1. set 4. tips
2. confused 5. mâitre d’
B: Could you tell me some more about the sea
bass? Is it grilled or fried? 3. neat and tidy
A: It’s grilled, but we can fry it if you prefer.
B: Never mind ... I think I’ll have the chicken. But
I see that it comes with rice. Could I have it with
16
a baked potato instead? Improving a Restaurant, page 64
A: No problem, although I must say the lemon 1 Possible answers
sauce goes well on the rice. 1. kitchen equipment (energy saving refrigerators,
B: Oh. You’re probably right. So make it rice, then. freezers and dishwashers), environmentally-
A: Very well. And would you like a starter? friendly dishwashing soap
B: I was thinking of the stuffed peppers, but I’m 2. business lunches at weekends, take-away
not sure. service, delivery service
A: Can I recommend our shrimp cocktail? It’s today’s 3. message, e-mail
special. 4. freshly squeezed juices, wholegrain bread,
B: Is it very spicy? rice and pasta, organic smoothies, low-calorie
options
A: No, just enough to make it interesting.
5. vegetarians, vegans, people with allergies / who
B: Sounds delicious. I’ll try it! require gluten-free, lactose-free or nut-free food
A: You won’t be sorry.
2 1. important
3 Crispy chicken
  Baked potato 2. First of all
 Sea bass 3 Shrimp cocktail
 3. animal
3 Rice
  Stuffed peppers 4. low-calorie
5. customers
Training Staff, page 62 4 Tick: 1, 3, 5
1 1. a clean uniform and apron
2. (keep it) tied back page 65
3. on your break 5 1. f 2. a 3. c 4. e 5. d 6. b
4. You should study the menu. 6 1. T 2. F 3. T 4. F 5. F 6. T 7. T
5. Be patient and respond calmly.
7 1. c 2. b 3. d 4. a
6. Enter the orders correctly into the computer.
8 1. increase 4.
replace
2 1. moment 4.
dishes
2.
cut costs 5.
save time
2.
food 5.
practice
3.
redesign 6.
set up a website
3.
serviettes
4 1. T
2. F Marcy needs to learn the menu better.
3. T
4. T
5. F T
he manager is going to give Marcy some
more practise.

3 6 1. doing well 4. doing my best

31 Your Turn
2. be in charge of 5. make an effort
Hi, Maureen. Thanks for getting back to
Dave:
3. get along with
me. So, what do you think we can do to
improve the restaurant? 7 1. fulfilling 4. dull
Hi, Dave. Well, I’ve spent a few days
Maureen: 2. frustrating 5. stressful
walking around the restaurant, talking to 3. challenging
your employees and getting a feeling for
the general atmosphere. I think there’s a 8 1. a 2. e 3. d 4. c 5. f 6. b
lot you can do. You should consider
offering business lunches and perhaps
9 1. b 2. a 3. b 4. b 5. a 6. a
you could update your take-away menu.
But the first thing you need to do is set
up a website. 17
Do you really think that would help our
Dave: Preparing for a Conference, page 68
business?
1 1. 23rd-24th October
Of course! Every restaurant has one
Maureen:
2. the Tadmore Hotel
these days.
3. four (one large lecture hall and three
OK. Where do we begin?
Dave:
smaller rooms)
You could set it up yourself, but it’s best
Maureen:
4.
a. price list of different catering options
to go to a web designer.
b. list of audio-visual equipment the hotel can
Dave: All right. What should I tell her?
provide
For one thing, the site should show your
Maureen:
5.
the queries about seating and welcome packs
complete menu.
for the participants
OK.
Dave:
And it should be easy for customers to
Maureen:
2 1. conference 4. cake
read. 2. afternoon 5. participants
Of course. Do you have any other ideas?
Dave: 3. large
Remember to include examples of your
Maureen: 4 Conference Booking Form
allergy-friendly meals – that’s something Name of company: IMB
you want to draw attention to. And the Contact person: Joe Hill
site should be mobile compatible. That Number of participants: about 75
means people should be able to use it on Number of rooms: 1 large 5 small
their mobile phones. orning break: coffee and cake
Refreshments: M
That’s a good idea. A lot of people look
Dave: Lunch: buffet
for restaurants when they’re not at home. Welcome packs: 3 yes no
That’s right. And ask her to include some
Maureen: Equipment required:
good photos of your most popular dishes. 3 laptop markers
speakers flip chart
1.
website 4.
read 3 projector microphone
2.
web 5.
mobiles whiteboard 3 screen
3.
menu 6.
popular dishes page 69
Employee Evaluation, page 66 5 1. d 2. i 3. e 4. a 5. c 6. f 7. g 8. h 9. b
1 1. F 2. T 3. F 4. F 5. T 6. T 6 1. 1. agenda
2. presenter
2 1. good 4. Well done
3. workshops
2. customers 5. right
3. hear 2. 1. attending
2. participants
4 Tick: 2, 3, 4, 6, 7
3. runs smoothly
page 67 3. 1. refreshments
5 1. work 5.
working with others 2. buffet
2.
plans her work well 6. does a lot of work 3. estimate
3.
arrives on time 7.
the public 7 1. f 2. b 3. a 4. d 5. e 6. c
4.
practical 8. depend on

3
Your Turn Organising an Event, page 70
44
1 1. Because it’s set in the beautiful Sussex
Marion: Royal Hotel. Marion speaking. Can I help countryside, yet a short drive from Eastbourne city
you? centre.
Teresa: Yes, I’d like to ask about holding a meeting 2.
colour scheme and centrepieces
at your hotel on 12th April. 3.
the parents of the bride and groom
Marion: 12th April. No problem. What company do 4.
the wedding guests
you represent? 5.
personalised invitations, menus, place cards
Teresa: Baron Computers. My name is Teresa
Evans. 2 1. wedding 4. an hour
Marion: Hi, Teresa. How many people will be 2. guests 5. left
attending your meeting? 3. match
Oh, about 30.
Teresa: 4 1. F The Harrisons are having an evening wedding.
Marion: And what’s on the agenda? 2. F There will be 300 guests at the wedding.
Well, some presentations and discussions,
Teresa: 3. T
as well as a small exhibition of promotional
4. F A small table will be set up for the place cards.
materials.
5. T
Do you have any preference for seating
Marion:
style? 6. T
Yes, we’d like the seats arranged in a
Teresa:
page 71
U-shape.
That’s fine. And do you need a
Marion: 5 1. groom 4. bride
microphone? 2. best man 5. bridesmaid
No, we won’t need one. Just a projector, a
Teresa: 3. maid of honour 6. page boy
screen and a flip chart will be fine.
6 1. a 2. a 3. b 4. a 5. b 6. b
Hang on. So that’s a projector, a screen,
Marion:
and a flip chart. All right, I’ve made a note 7 1. around 6. families
of that. What refreshments would you like? 2. large 7. on
We’d like to have a buffet breakfast before
Teresa: 3. candles 8. guests
we begin, and then lunch in one of your
4. sit 9. after
restaurants.
5. tablecloths
OK, no problem.
Marion:
Could I have an estimate, please?
Teresa: 8 1. colour scheme 4. wedding favours
Of course. But first let me get a few more
Marion: 2. caterer 5. table skirting
details. Would you like welcome packs with 3. centrepieces 6. speeches
notepads and pens?
No, thank you. We’re providing those.
Teresa:
And do you think you’ll need a coordinator?
Marion: 18
Taking Inventory, page 72
Booking Form
Date: 12th April 1 1. white 5. 270
Name of company: Baron Computers 2.
326 6.
orange juice
Contact person: Teresa Evans 3.
vanilla 7. orange juice, mineral water
Number of participants: 30
4.
peanuts
Activities:
Lectures 3 Discussions Exhibition 2 1. like 4. 9
3 Presentations Workshops 2. two 5. Exactly
Seating Style: U-shape 3. Sure
Equipment:
Podium 3 Screen 4 Item Unit
Quantity
On hand Notes
Microphone 3 Flip chart per unit
3 Projector 1 pack and Need to
coffee pack 200 sachets
Meals: Breakfast: Buffet 100 sachets order
Lunch: in one of the restaurants Expires
3 packs and
Welcome packs: yes 3 no creamer pack 120 pots in three
25 pots
days!
Don’t need
tea pack 300 sachets 5 packs
to order

page 73 Item On hand Notes

5 1. shampoo 5. creamer 5 cartons + 20 Expiry date in
Peanuts
2. shower gel 6. soda water packets one week
3. conditioner 7. peanuts Beer 2 cases Need to order
4. grapefruit juice
Orange juice 8 cases + 3 cartons
6 1. packet 4. case
2. pot 5. bottle Cola 30 bottles Need to order
3. roll 6. sachet
7 1. a, c 4. b, c Ordering Supplies, page 74
2. a, c 5. a, b 1 1. F CoLine works with small and large
3. a, c businesses.
2. T
8 1. b 2. a 3. a 4. b
3. T
9 1. d 2. c 3. b 4. a 4.
F Beth Morrison doesn’t always choose
suppliers with the lowest prices.
3
57 Your Turn 5. T
A: Why do we have to take inventory every week? 2 1. today 4. cleaning supplies
It was better when we did it every month!
2. problem 5. invoice
B: No, it wasn’t. We were always running out of
things and then someone would have to go out 3. all
to buy them. 4 Linens Order Form
A: Well, I think it’s a waste of time. Date: Thursday, Jan. 5
B: Well, we have to do it, so let’s get started. Supplier: CoLine
A: All right. Item Order quantity
B: We’ll start with the minibar supplies. How many Bath towels 50
cartons of peanuts have we got? Hand towels 75
Sheets 0
A: Five, and another 25 packets.
Pillow cases 0
B: Can you check the expiry date, please. Bath mats 100
A: Emm … one minute. Oh, the expiry date is in Duvet covers 20
two weeks.
Delivery Date: Tuesday, Jan. 10
B: That’s OK. We won’t have to throw them out. Time: between 8.00 and 9.00 am.
We’ll finish most of them this week.
A: Oh, good. page 75
B: Let’s move on to the beverages. How much beer 5 1. mop 6. duster
is there? 2. broom 7. duvet cover
A: It looks like we’re short of beer. There are only 3. dustpan 8. bath mat
two cases left, with 30 bottles each.
4. mattress protector 9. pillow case
B: We’ll have to order some, then. Have we got
5. bucket
enough orange juice?
A: There’s plenty of orange juice … 10 cases, and 6
Linen: pillow case, mattress protector, duvet cover,
another 3 cartons. bath mat
B: That’s 163 cartons – that should last for another Cleaning equipment: duster, broom, mop, bucket,

couple of weeks. And what about cola? dustpan
A: Here’s one case. 7 1. b 2. d 3. f 4. c 5. a 6. e
B: OK, so there are 30 bottles.
8 1. receive 4. supplier
A: But look – it’s open.
2. terms of payment 5. storeroom
B: You’re right.
3. online
A: It’s half empty, so there are only 15 bottles.
B: Good thing you checked! 9 1. repair 4. believe
2. 29 5. all
3. large

Don’t just say ‘yes’ or ‘no’. Give examples.

19 Fourth, bring a copy of your CV and any other
Applying for a Job, page 76 relevant documents. Make sure all your documents
are well organised in one folder.
1 1. F h andling the day-to-day running of a busy
Finally, practise. Make a list of the questions an
reception / ability to work under pressure
interviewer might ask. With a friend, practise asking
2. F working with various heads of department and answering the questions.
3. T p
reparing shifts and keeping track of Everyone gets at least a little nervous before an
employees’ hours interview. It’s quite natural. If you follow these tips,
4. T d
ealing with all reservations, cancellations you will feel confident during your interview – and will
and no-shows hopefully get the job. Oh … and one last tip – don’t
5. T p
revious experience in top-class hotel forget to smile!
reception
Tick: 1, 2, 5, 8
6. F advanced computer skills
7. T w
orking with various heads of department / a
smart, tidy appearance and excellent people
Interviewing, page 78
skills 1 1. Edinburgh
8. F k nowledge of French and/or German an 2. no
advantage 3. Word, Excel, PowerPoint
2 1. Pleased 4. hard-working 4. English and French
2. two 5. people 5. one
3. junior 2 1. come in 4. health
2. details 5. next Monday
page 77
3. no problem
4 1. Caroline Sinclair is the hotel’s Head of Human
Resources. 4 1. d 2. b 3. a 4. e 5. c
2. Josh Gilmore finished secondary school.
page 79
3. He worked for two years at the Lakeside Hotel.
4. He enjoyed his job.
5 1. permanent 6. incentive
2. temporary 7. shift work
5. Josh left his job because the hotel closed.
3. hire 8. health insurance
5 1. d 2. c 3. b 4. a 5. e
4. retire 9. retirement benefits
6 1. educational background 5. recruit 10. starting salary
2. abroad
6 Accept all logical answers.
3. logistical support
4. secondary school, vocational course
7 1. d 2. b 3. e 4. a 5. c
7 1. outgoing – introverted
8 1. a 2. a 3. b 4. b 5. a
2. insecure – confident
3. careful – careless 20
4. anxious – relaxed
Preparing a CV, page 80
8 1. careless 5. introverted 1 1. six 4. Yes
2. professional 6. anxious 2. Yes 5. No, unless they are
3. trustworthy 7. responsible 3. Yes relevant to the job.
4. conscientious
2 1. Work experience 4. Education
3
Your Turn 2. Personal details 5. Skills
70
3. Personal details
Welcome to Radio NSF. Today we have some tips
on how to prepare for a successful job interview.
page 81
First of all, be on time. This is very important. Arriving
late makes a very bad impression. 3 1. a 2. b 3. a 4. a 5. a 6. b 7. b 8. a
Second, dress professionally. Don’t wear the same
clothes that you wear to hang out with your friends.
It’s important to make a good first impression.
Third, answer questions clearly and politely.

4
Personal Details: married, single, gender, male, Writing a CV, page 82
divorced, female, marital status 1 1. b 2. c 3. c
Education: g
raduate, certificate, Bachelor’s degree,
formal training page 83
5 1. single, divorced 4. personal details 2 1. Mr (P.) Thomson, Peoples Tours
2. formal training 5. current job 2. in the careers section of the Greenvalley
3. Bachelor’s degree 6. foreign language Telegraph
3. 11th February, 1994
3
79 Your Turn 4. Blueskies College, Nottingham and Robin Hood
Secondary School, Nottingham
A: Please tell me about your current job as receptionist.
5. Yes, as a travel consultant at Flying Carpet
B: I work at the Cosmos Hotel.
Travel in Nottingham
A: I see. According to your CV, you’ve been there
6. two
for two years.
B: That’s correct. 3 1. home address
A: OK. It says here that you work closely with the 2.
a second reference
Reception Manager, and that you handle the
reservations and room allocations. I can see
you play a very important role in the company’s
administration. What about taking phone calls?
B: Actually, I don’t deal with the phone calls. The
junior receptionist does that, but I did it in the
past, when I worked at the Kingfisher Hotel.
A: I see that after you finished secondary school, you
took a vocational course in hotel administration.
B: Yes, and I specialised in organising events.
A: I’m sure that’ll help you in your work here. I see
that you’re studying for a Bachelor’s degree in
Hotel Management, too.
B: Yes, that’s why I can only work part-time at the
moment.
A: Yes, I see. We often hire people with good
qualifications to work part-time, so that won’t be
a problem, but it can get very busy here at times.
How do you work under pressure?
B: I work very well under pressure. I’m very organised
and I believe that helps!
A: Thank you. We’ll be in touch with your shortly
regarding our final decision.
1. a 2. b 3. a 4. b 5. a

Writing Guide 6
page 100
1 An orientation guide for a hotel
page 98 1 1. To give important information about the
hotel facilities
An advert for a tour
2. On the first floor
1 1. Golden Tours
3. By calling 3
2. South Africa
4. At the swimming pool
3. 15 days
5. 8.00 pm
4. Riding an ostrich, going on safari
6. On Saturdays and Sundays
5. Luxury hotels, all meals and sightseeing
6. £4,900 per person
7
2 page 100
page 98 An e-mail of complaint
An e-mail confirming a flight booking

1 1. The manager of the National Hotel
2. From 12th-13th October
1 1. Toulouse
3. Her room wasn’t ready when she arrived.
2. Cavalier Airlines
4. There was no hot water.
3. 13:15 on 12th July
5. They weren’t clean.
4. 19:00 on 22nd July
6. That they improve their service for future guests
5. A vegetarian meal
6. Lisa’s e-ticket and flight details
7
4 page 101
page 99 Instructions for cleaning staff
An e-mail confirming a car rental

1 1. Change the towels and restock the toiletries.
2.
Martin
1 1. on the telephone
3.
The room has to be cleaned by 10:30.
2. Inverness Airport
4.
Glen
3. A compact-class car
5.
Room 303
4. At 20:00 on Friday, 16th May
5. £90
6. Insurance and dropping the car off at the station 9
page 101
5 A recommendation for a restaurant

page 99 1 1. Bella Roma
2.
The chef and owner
A description of a hotel
3.
It is homemade.
1 1. 4 stars
4.
The ossobuco and the zabaglione
2. Wi-Fi, television and a minibar
5.
It’s a little pricey.
3. Three
6.
On George Street, next to the King’s Theatre
4. Traditional Dutch food
5. It is in the centre of Amsterdam, near a metro
station and famous landmarks.
6. Booking day tours to various places in and
around Amsterdam and organising travel to and
from the airport.

5. He spoke to the receptionist personally.

6. A voucher for a free evening meal at their
10 restaurant.
pages 102
An emergency report
16
1 1. Bert Collins, Head of Security
page 105
2. On Friday, 13th April at about 08:00
A letter of recommendation
3. A small fire in the kitchen
4. Staff members 1 1. Ms Young
5. They sounded the alarm. 2. He taught Freddie.
6. Nobody 3. 2 years
4. He was hardworking and showed great interest
in his studies.
11 5. He is pleasant and easygoing.
page 102 6. Yes
A tour description
1 1. By bus 17
2. Red Square page 106
3. Palaces, cathedrals and bell-towers
An e-mail confirming an event booking
4. Arbat
1 1. A wedding reception
5. €40
2. 5th May
3. 120 people
12 4. White and pastel green
page 103 5. If they want a cash bar or an open bar and their
choice of menu
An itinerary
6. Events Coordinator
1 1. Marseilles
2. Along the coastline from Cassis
3. Day 2 18
4. Taste wine page 107
5. Make sure to have comfortable walking shoes. An e-mail requesting a quote
6. 3 days 1 1. Peanuts and Twisty chocolate bars
2. 30 days after delivery date
13 3. Friday, 27th June
page 103 4. Housekeeper
A description of a place
1 1. In the Andes in Peru 19
2. The Incas page 108
3. The Plaza de Armas with a cathedral and churches An e-mail requesting job information
4. The Sacred Valley and Machu Picchu 1 1. From the advertisement in the Penzance Times
5. Because of its high altitude 2. Yes
3. Yes
14 4. No
page 104
A response to a letter of complaint
1 1. Mark Carrington, Hotel Manager, Green Tree Hotel
2. There was no hot water.
3. They dealt with the problem.
4. The receptionist was rude.

Workbook Answer Key
9
c p
1 2
1 l r
page 4 3
c h u r c h o
1 1. thirty 6. nineteen a b m
2. eleven 7. fifteen f m
4
e
3. one thousand 8. forty 5
d e s t
6
i n a t i o n
4. eighty 9. thirteen h r a
5. nought 10. one hundred o k d
2 1. a 2. a 3. b 4. a 5. a p e e
3 1. third, fourth t
2. tenth, eleventh
3. fifteenth, seventeenth Say It!
4. twenty-first, twenty-fourth Have students translate the sentences into their own
5. twenty-ninth, thirtieth language.
4 J U N E A M A R C H
A M P D D N E L G J 2
page 6
N O V E M B E R A U
U C O C T M A Y P L
1 1. airline 4. window seat
2. e-ticket 5. airport
A T F E B R U A R Y
3. aisle seat 6. a passenger
R O A M C E G H I I
2 1. return ticket 4. vegetarian meal
Y B B B I T U E L Z
2. Business class 5. takes off
V E K E R A S I D T 3. lands 6. non-dairy meal
F R L R E R T U M I
3 1. d 2. f 3. a 4. e 5. b 6. c
T S E P T E M B E R
4 1. depart 3. non-stop, arrive
1. January 7. July 2. on time 4. arrival
2. February 8. August 5 1. c 2. g 3. h 4. a 5. f 6. d 7. b 8. e
3. March 9. September
6 1. boarding pass 4. sharp objects
4. April 10. October
2. hand luggage 5. duty-free shops
5. May 11. November
3. information board
6. June 12. December
5 1. F 2. F 3. T 4. F 5. T 6. F 7. T page 7
6 1. public transport 4. self-catering flat 7 1. duty-free shop 3. wheelchair
2. beach holiday 5. minimum stay 2. liquid 4. information board
3. youth hostel 8 1. delayed 5. cancelled
2. weight limit 6. excess weight
page 5
3. valuables 7. scheduled
7 1. safari 5. skiing holiday 4. unattended
2. budget 6. cruise
9 1. b 2. c 3. e 4. a 5. f 6. d
3. campsite 7. sightseeing holiday
4. accommodation Say It!
8 1. landmark 4. public park 1. I’d like to book a flight from Perth to
Johannesburg
2. historic district 5. restaurant
2. Will that be business class or economy class
3. city centre 6. museum
3. There’s a flight that day
4. What time does it leave
5. Shall I reserve a seat for you
6. Do you have any special food requirements

Workbook Answer Key
3 1. pick up 5. car park

2. driving licence 6. air-conditioning
3 3. daily rate 7. drop off
page 8
4. long-term
1 1. headset 3. upright position
2. beverages 4. overhead compartment 4 1. c 2. e 3. b 4. h 5. d 6. a 7. f 8. g
2 1. life jackets 4. flight attendant 5 a v p a h r i p r

2. Turbulence 5. captain o d o l l a r e k
3. Fasten 6. safety l e u t n n o s r
3 1. a 2. c 3. d 4. f 5. b 6. e y e n s e d u o o
4 1. F T
he toilet is on the right-hand side l v d o h c b l n
of the aircraft. e i r r e a l i e
2. T
v c e r u p e e m
3. T
4. T 6 1. rupee 4. yen
5. F T
he overhead compartments are over / above 2. pound 5. rand
the seats.
3. lev
6. T
page 11
page 9
7 1. exchange rate 4. local currency
5 v h t r a m e o x j k 2. ATM 5. ID
r z t i s m s i m a s 3. an amount 6. cash
e r a s t m c o f i h 8 1. receipt 4. cash
k o m t a s a y e d u 2. coins 5. foreign currency
t a x i t h l a r u t 3. transaction 6. amount
t e r m i n a l r t t 9 1. insurance 5. fill up
u n a j o o t g y s l 2. sat nav 6. an additional driver
3. pounds 7. charge
t r a i n b o w o l e
4. petrol policy 8. exchange rate
u n d e r g r o u n d
p m o t o r c y c l e Say It!
1. What can I do for you
6 1. station 4. taxi 2. What’s your name
2. underground 5. shuttle 3. Where will you be dropping it off
3. terminal 6. escalator 4. Could I see your driving licence, please
7 1. domestic 5. customs 5. Just sign here, please
2. set fees 6. level
3. assistance 7. ground transport
4. authorised 8. courtesy 5
page 12
8 1. f 2. a 3. e 4. c 5. b 6. d
1 1. facilities 5. fully booked
Say It! 2. complimentary 6. Guests
1. d 2. a 3. b 4. e 5. f 6. c 3. cancellation fee 7. hotel suite
4. non-smoking 8. confirmation number
2 1. T
4 2. T
page 10
3. F A spacious room is large.
1 1. saloon 3. insurance
4. T
2. sat nav
5. F T he hotel is usually not full during the low
2 1. g 2. d 3. a 4. f 5. b 6. e 7. c season.
6. F The location tells us where the hotel is located.
7. F Check-out time is when guests leave the hotel.
8. T

Workbook Answer Key
3 1. c 2. e 3. g 4. a 5. d 6. b 7. f page 15
4 B P I D U T C H U W T 7 1. barber 5. chef
2. masseuse 6. lifeguard
P O R T U G U E S E U
3. waiter 7. barman
S L M A R I R I S H R 4. DJ 8. personal trainer
W I T H A I X S E V K
8 1. b 2. f 3. h 4. c 5. d 6. e 7. a 8. g
I S H D A N I S H O I
S H A I K E S Z I L S Say It!
1. Can you tell me where I can find the business
S W R T U L H T I M H
centre
5 1. Danish 4. Dutch 2. Where’s the lift
2. Polish 5. Irish 3. Is the business centre open on Sundays
3. Swiss 4. Is there a newsagent’s in the area
5. It’s down this road on your left
page 13 6. You’re welcome
6 1. b 2. a 3. b 4. a 7. Where do we go for our meals
8. What time are the meals
7 1. balcony 5. floor
9. That’s a pity
2. reception desk 6. deposit
3. receptionist 7. view
4. credit card 7
8 1. credit card number, expiry date page 16
2. full board, half board 1 a i b p l o w w t o m r
3. registration form, key card, view
r j t i r s p i l l o w
Say It! t y o c k e a x g i v i
Have students translate the sentences into their own o z i h s h e e t h u n
language.
w i l k c u p b o a r d
e y e n a d w o t n s o
l d t a p e f k u g u j
6
page 14 c a r p e t l e f e l i
1 1. lounge 4. gift shop s n i o q u e t a r a h
2. indoor pool 5. spa a m e c a l u t i m m v
3. stairs 6. luggage storage p r s k u b g l t a p i
2 1. d 2. a 3. b 4. e 5. c 6. f m t j s h o w e r i z i
3 1. on the right 2 1. towel 5. pillow
2. at the end of the corridor 2. toiletries 6. shower
3. across from 3. lamp 7. hanger
4. straight ahead 4. kettle
5. turn left
3 1. e 2. d 3. a 4. f 5. c 6. b
4 1. hair salon 3. children’s club
2. spa, at the end 4. lounge, lobby
4 1. night table 4. minibar
of the corridor 2. bath 5. remote control
3. cupboard 6. blanket
5 1. newsagent’s 3. hair salon
2. poolside snack bar 4. nightclub 5 1. request 4. provide
2. change 5. environmentally friendly
6 1. shopping arcade / gift shop
3. clean
2. business centre
3. lobby 6 1. cot 6. honeymooners
4. newsagent’s 2. iron 7. housekeeper
5. nightclub 3. staff 8. rubbish bin
6. tennis court / fitness centre / golf course 4. stain 9. response
5. counter 10. shifts

Workbook Answer Key
page 17 5 1. drive 4. these vehicles

7 Tick: 1, 2, 6, 8, 9 2. supermarket 5. leave
8 1. a 2. b 3. b 4. b 5. a 6. b 3. hello
6 1
n
Say It! 2
1. f 2. e 3. c 4. g 5. b 6. d 7. a e o
a r
3
s o u t h
8 4
w e s t h
page 18
1 1. pie 4. mushrooms page 21
2. Sea bass 5. Oysters 7 1. d 2. c 3. a 4. f 5. b 6. e
3. sauce
8 1. Follow the signs
2 1. F 2. T 3. T 4. T 5. T 6. F 7. F 8. F 2. go around the corner / cross the road
3 Possible answers 3. cut through
Starter: oysters, soup, chicken wings 4. within walking distance
Main course: sea bass, roast beef, lamb chops 9 1. T 2. T 3. F 4. F 5. F 6. F 7. T
Side dish: green beans, asparagus, potato wedges
Dessert: pie, blueberries, waffles Say It!
1. Is there a good place to eat around here
4 1. c 3. e 5. a 7. d
2. It’s a bit pricey
2. f 4. g 6. h 8. b
3. we’d prefer something a bit less expensive
5 1. interference 3. extension 4. Can you recommend some good entertainment
2. no reply 4. transfer the call 5. It got outstanding reviews
6. What else can you recommend
page 19
7. Could you tell me how to get to Regent’s Park
6 1. b 2. d 3. f 4. e 5. a 6. a 7. c
8. Leave the hotel, turn left and continue walking
7 1. pick up 4. The line’s busy down Baker Street
2. call back 5. put … through 9. You can’t miss it
3. hang up
8 1. postponed
2. held up
4. can’t make
5. rescheduled
10
page 22
3. stuck in a
traffic jam
1 1. F 2. T 3. F 4. F 5. T 6. F
2 1. d 2. f 3. e 4. b 5. a 6. c
Say It!
Have students translate the sentences into their own
3 1. boiling 4. poor
language. 2. broken 5. sharp
3. heavy 6. strong
4 1. broken 4. heavy
9 2. sharp 5. poor
page 20
3. boiling 6. strong
1 1. cuisine 3. elegant
5 1. falls 5. Spills
2. service
2. Back injuries 6. infections
2 1. atmosphere 5. cuisine 3. slips 7. burns
2. audience 6. review 4. cuts 8. respiratory problems
3. box office 7. prefer
6 1. evacuating 4. breathing
4. first-rate 8. sold out
2. choking 5. coughing
3 1. d 2. c 3. e 4. f 5. a 6. b 3. bleeding 6. fainting
4 1. corner 5. railway station
2. sign 6. traffic light page 23
3. roundabout 7. junction 7 1. a 2. b 3. a 4. a 5. b 6. b
4. zebra crossing

Workbook Answer Key
8 1. c 2. f 3. b 4. e 5. a 6. d
9 1. x-ray 3. evacuating 12
2. spills 4. poison page 26
1 1. c 2. a 3. f 4. d 5. b 6. e
Say It!
1. c 2. e 3. d 4. a 5. f 6. b 2 1. research 4. estimate
2. entrance fee 5. voucher
3. area 6. valid
11 3 1. foggy
page 24 2. humid
1 1. b 2. a 3. a 4. b 3. weather conditions
4. icy
2 a p i t i w e v t o l c
5. freezing cold
o g m h s u p e r b n h
6. boiling hot
b e p r a e m a e e i a
4 1. take your seats 5. stroll
f o r t h m o n n x m r
2. air-conditioned 6. festival
e v e g i p f i d c a m 3. overnight 7. highlight
m d s i d a h m y i i i 4. packed lunch 8. go abroad
c o s m o p o l i t a n 5 1. F 2. T 3. F 4. F 5. T 6. T
t y i z r u j a b i c g
i o v a a n c i e n t y page 27
p t e x s e k l w g a r 6 1. unsuitable 4. knowledgeable
r f a s c i n a t i n g 2. helpful 5. exhausting
3. disorganised 6. amusing
3 Possible answers
1. day 4. sites
7 1. e 2. c 3. a 4. g 5. b 6. d 7. f
2. food / meal 5. clothes Say It!

3. shops / houses 6. city Have students translate the sentences into their own
4 1. g 2. d 3. f 4. e 5. a 6. b 7. c language.
1. C 2. C 3. TG 4. TG 5. TG 6. TG 7. C
5 1
c

f h i l l
2 3 4
5
b o
6
v s i
13
page 28
w a t e r f a l l f
7
1 1. at the foot of 6. in the heart of

y e l a f
2. world-class 7. hiking trails
s l n 3. high altitudes 8. trek
d e s e r t e d
8
4. it’s worth it 9. scenery
y 5. speciality
page 25
2 1. signpost 4. cable car
2. village 5. mountain range
6 Tick: 1, 5, 6
3. circular route
7 1. d 2. e 3. a 4. g 5. h 6. b 7. c 8. f
3 1. crowded 4. disappointing
Say It! 2. magnificent 5. noisy
1. Can you suggest something that will interest my 3. unforgettable
grandmother 4 1. steep 4. breathtaking
2. Have you thought about an art gallery 2. peaceful 5. quaint
3. That tour runs every day at 11.00 3. lively
4. It takes about an hour
5. One adult and one senior, please
5 1. c 3. a 5. b 7. i 9. h
2. e 4. f 6. g 8. d
6. How do you want to pay

Workbook Answer Key
page 29 Say It!

6 Tick: 1, 3, 6 1. What’s the problem, Tanya
7 1. T 2. F 3. T 4. F 5. F 2. What’s he doing
3. Are you sure he’s not a guest in the hotel
8 1. glass
4. How long has he been here
2. metal
5. Have you noticed anything else
3. wood
6. I’ll check him out
4. stone
5. marble
Say It!
15
page 32
1. d
2. a 3. e 4. c 5. b
1 1
l
2
h e r b s
14 t
page 30
t
1 1. surveillance camera
2. weapon u
3
3. peep hole s c
4
4. safety deposit box p i n e a p p l e
5. security chain a
2 1. f 2. d 3. e 4. b 5. c 6. a f
5
3 1. a 2. b 3. b 4. a 5. b 6. b c r o u t o n s
4 1. T 2. F 3. F 4. F 5. T o
6
d r e s s i n g
5 1. c 2. f 3. e 4. a 5. g 6. b 7. h 8. d
6 i w e v o l n i m a i m 2 1. peas 5. peach
p o u t n w a t e z i o 2. spicy 6. well-done
a g t r e i m a r h t u 3. Shrimps 7. rich
4. crisp
c i n e f f i c i e n t
o j d a f x k t t i m h 3 Possible answers
1. a 5. c, b, e
u e a s l o w z a m p w
2. b, f, g, d 6. d, g, e, c
r o m h e v i p i o r a
3. d, b 7. e, d, f
t t a s t e l e s s o t 4. e, g 8. d
e d e b t r l e c k m e
4 1. tablecloth 5. glasses
o t y d l d u b e o p r
2. serviettes 6. tray
u a q f e o p v a c t i 3. cutlery 7. plates
s h m l a n s t a l e n 4. jug 8. mugs
z t w a p e g o i s h g
page 33
page 31 5 1. bad 4. apologise
7 1. prompt 5. stale 2. before 5. after
2. inefficient 6. mouthwatering 3. clothes 6. have something to eat
3. tasteless 7. slow 6 1. bill 5. change
4. overdone 8. courteous 2. improve 6. neat and tidy
8 1. severe weather 4. financial problems 3. confused 7. repeat
2. postpone my booking 5. change of plans 4. chat 8. tip
3. sudden illness 7 1. gives change, takes the money
9 1. annoyed 4. upset 2. serves the wine, recommends wines, opens the
2. waive 5. disagree bottles
3. apologise 6. wrong 3. gives the waiter the bill, shows the guests to
their seats, greets the guests

Workbook Answer Key
Say It!

1. Would you like to order now
2. And what would you like for a main course
17
page 36
3. How would you like your steak
1 1. b 2. c 3. f 4. e 5. a 6. d
4. Is there a problem
5. And what will you be having for dessert, madam 2 1. flip chart 4. presenter
6. You won’t be sorry 2. refreshments 5. workshops
3. estimate 6. runs smoothly
3 1. bride 4. best man
16 2. maid of honour 5. bridesmaids
page 34
3. groom 6. pageboys
1 1. advertise 5. set up a website
4 1. banquet 4. chevron
2. business lunch 6. take-away
2. horseshoe 5. classroom
3. delivery 7. kitchen equipment
3. theatre 6. boardroom
4. caters to
5 1. Chair covers 5. Table skirting
2 1. freshly squeezed 4. allergy-friendly
2. place card 6. centrepiece
2. vegan 5. nutritious
3. ballroom 7. top table
3. Low-calorie 6. Nuts
4. colour scheme 8. Wedding favours
3 1. cut costs 4. replace
2. save time 5. increase page 37
3. redesign 6 1. maid of honour 3. refreshments
4 1. f 2. g 3. d 4. e 5. h 6. c 7. a 8. b 2. LCD projector 4. microphone
5 h a r d w o r k i n g i 7 1. got married 4. got engaged

f e
2. reception 5. newlyweds
e f b e a r h i t s o p u c
3. open bar 6. honeymoon
a p e d s g u p m a r a l h
8 1. d 2. f 3. g 4. a 5. b 6. c 7. e
i u e i t a r d u l l o f a
m n a c r n a e l i d u i l Say It!
a c l a e i i m a r i l l l 1. c 2. g 3. e 4. a 5. h 6. b 7. d
r t u t s s r e l i a b l e
r u r e s e b y t h e w i n 18
d a n d f d v e m e s b n g page 38
p l f r u s t r a t i n g i 1 1. roll
e p h m l z e f j a t v e n 2. creamer
s r h k e r b o c a i d r g 3. pot
page 35 2 1. peanuts
2. roll
6 1. punctual / reliable
3. conditioner
2. frustrating / dull
4. case
3. organised
5. sachets
4. challenging / fulfilling
6. bottles
5. hardworking
7 1. time off 4. bonus
3 1. d 2. f 3. g 4. e 5. c 6. b 7. a
2. sick leave 5. performance 4 1. on hand 4. run out of

3. salary 6. pay rise 2. plenty of 5. throw out
3. short of 6. a waste of money
8 1. T 2. T 3. T 4. F 5. T 6. F
5 1. bath mat 4. bucket
Say It!
2. linens 5. mop
Have students translate the sentences into their own 3. dustpan 6. broom
language.

Workbook Answer Key
page 39 Say It!

6 1
o n
i n e l
2
1. Can you tell me about your educational
background
n
3 2. Have you got any experience in hotels
g v
4 3. why do you think you’re a good candidate for
s t o r e r o o m the job
u o i 4. the starting salary will be £22,000 per annum
5
p d r e c e i v e 5. It sounds like the perfect job
p s e 6. We’ll be in touch
l 7. It was nice meeting you
i
e
6
r a n g e 20
page 42
7 1. d 2. e 3. b 4. c 5. a 1 1. c 2. d 3. e 4. b 5. a
8 1. within 30 days 4. terms of payment 2 Tick: 1, 4, 6
2. par level 5. hospitality products
3. one-stop shop
3 1. b, c 2. a, c 3. a, c 4. a, c 5. b, c
9 1. trust 5. wholesale
4 1. foreign languages 4. Bachelor’s degree
2. career objectives 5. references
2. brand 6. range
3. job description
3. guarantee 7. online
4. throw out 5 At a Hotel: lobby, full board, minibar, housekeeping
Transport: train, shuttle, underground, tram
Say It! The Conference: participants, podium, screen,
1. I think we’re a bit short agenda
Emergencies: smoke detector, evacuating, poison,
2. Could you have a look at the expiry date CPR
3. We’ll have to throw it out then
4. Have we got enough hand towels page 43
5. We don’t need any right now 6 1. stranger 5. female
6. When can you deliver the order 2. linens 6. toasts
3. suitcase 7. valuables
4. vegan 8.
rude
19
page 40 7 1. c 2. b 3. c 4. a 5. b 6. a
1 Positive: trustworthy, confident, professional, 8 1. take your seats 4. make a mistake
conscientious, responsible 2. create a disturbance 5. follow the signs
Negative: careless, insecure, anxious 3. purchase a ticket 6. put out a fire
2 1. a 2. b 3. b 4. b 5. a 6. b 9 1. salary 6. a voucher
3 Tick: 1, 4 2. financial problems 7. sandals
4 Tick: 3, 4 3. Ancient 8. cashier
4. tasteless 9. crowds
5 1. retirement benefits 4. shift work
5. itinerary 10. cuts costs
2. hire 5. ambitious
3. health insurance 6. retire 10 1. b, c 6. a, b
2. b, c 7. a, b
page 41 3. a, c 8. a, c
6 1. b 2. d 3. a 4. e 5. c 4. b, c 9. b, c
5. a, c 10. a, b
7 1. being active 5. different times
2. several years 6. perform well
3. hard-working 7. insulted
4. after work
8 1. starting salary 4. flexible
2. temporary 5. good at multitasking
3. reliable 6. fast learner

Workbook Answer Key
Grammar Practice 3

1. Bert and Jo look at the passports.
2. Nat doesn’t stand at the gate.
3. Bill flies the plane.
4. Nat and Bill don’t work at passport control.
1 5. Bert doesn’t put the suitcase into the x-ray
page 46 machine.
1 1. am 6. Nat checks for sharp objects.
2. aren’t
page 49
3. is
4 1. does … sit – g
4. are
2. does … book – c
5. isn’t
3. Do … want – e
2 1. Who is a good customer? 4. does … take off – h
2. Where is the travel agency? 5. Does … need – a
3. Are the youth hostels in the historic district? 6. does … work – f
4. What is your name? 7. does ... leave – d
5. When is the flight? 8. do … choose – b
3 1. have got 5 1. usually arrives 5. don’t use
2. haven’t got 2. doesn’t serve 6. don’t prepare
3. has got 3. does … travel 7. Do … always take
4. has got 4. often book
5. hasn’t got
6 1. Don’t put 4. Have
6. have got
2. Write 5. Collect
page 47 3. Pay 6. Don’t go into
4 1. When have they got a flight to Rome? – d 7 Possible answers
2. Has Kate got a birthday in May? – c 1. Let’s go home.
3. Has the youth hostel got private rooms? – a 2. Let’s buy some souvenirs.
4. What accommodation have you got? – b 3. Let’s get a big suitcase / bigger suitcase.
5. Has Larry got an organised tour today? – e 4. Let’s sit here.
5 1. is 4. hasn’t got 5. Let’s book the holiday.
2. aren’t 5. isn’t
3. has got 6. are
3
6 1. it 5. her page 50
2. them 6. me 1 1. is working
3. us 7. you 2. is serving
4. him 3. are eating
7 1. His 6. your 4. am fastening
2. Our 7. ours 5. is arriving
3. our 8. Its 2 1. Simon isn’t going on an escalator.
4. mine 9. yours Simon is going in a lift.
5. My 10. Their 2. They aren’t taking a train to the airport.
The are taking a taxi to the airport.
3. The flight attendant isn’t putting the hand
2 luggage under the seat.
The flight attendant is putting the hand luggage
page 48
in the overhead compartment.
1 1. never 4. In the winter
2. usually 5. every night
3 1. is … turning off – b
2. is … sitting – d
3. twice a day 6. always
3. Are … ordering – e
2 1. shows 4. wait
4. are … putting – a
2. prefer 5. confirm
5. Is … speaking – c
3. lands 6. carry

Workbook Answer Key
4 1. Are you enjoying your flight? page 53

2. What (kind of ticket) are you buying? 5 1. was, was
3. Why is she asking for assistance? 2. was
4. Where are you going? 3. were, was
5. Are they watching a film? 4. weren’t, were
page 51 6 1. Why was it hot in the minivan?

2. Who was angry at you?
5 1. b, c
3. Was the traffic heavy this morning?
2. a, b
4. Were the customers satisfied with the rental
3. a, c cars?
4. a, b
7 1. There were, there weren’t
5. b, c
2. there weren’t, there was
6 1. doesn’t serve 4. is landing 3. There wasn’t, Wasn’t there, there was
2. are using 5. am opening
8 1. Was there – c. there wasn’t, there was
3. orders 6. are sitting
2. Were there – b. There wasn’t
7 1. How often do the shuttles depart from the 3. Was there – a. there was, there were
Ground Transport Centre? – c
2. Why are you fastening your seatbelt now? – a
3. Do you recommend this airline? – b 5
4. What film are you watching at the moment?– f page 54
5. What is the flight attendant collecting now? – e 1 1. stayed 4. paid
6. Does your sister work as a flight attendant? – d 2. included 5. arrived
8 1. This airline doesn’t provide entertainment. 3. asked 6. complained
2. I like this music channel. 2 1. booked
3. Is the captain talking to the passengers now? 2. asked
4. Who is using the call light now? 3. gave
5. Are Susan and Kevin sitting together? 4. enjoyed
6. My grandfather always asks for assistance. 5. spoke
3 1. didn’t stay – b. didn’t want
4 2. received – a. told
page 52 3. decided – c. discovered
1 1. a 4. arrived – e. didn’t have
2. any / much / a lot of 5. didn’t come – d. arrived
3. some
page 55
4. the
5. any / much / a lot of
4 1. arrived 5. gave
2. didn’t come 6. met
6. any / much / a lot of, some
3. was 7. invited
2 1. There is some petrol in the car. 4. didn’t get 8. didn’t accept
2. Are there any additional charges?
3. Is there a lot of damage to the car?
5 1. Did your room have a nice view? – b
2. How did they pay for the room? – e
4. There isn’t much money in my bank account.
3. Why did she cancel her reservation? – c
5. There are five different models of this minivan.
4. Did you request a non-smoking room? – d
3 1. How much 4. How much 5. Where did your guests have breakfast? – a
2. How many 5. How many
3. How much
6 1. Where did you leave your key card?
2. When did you pay the deposit?
4 1. any, some 3. Did you stay in a deluxe room?
2. Are there, a 4. How long did you book a room for? / For how
3. How many, There aren’t, a lot of many nights did you book a room?
4. Is there, there is, some 5. Who did you ask to speak to?

Workbook Answer Key
7 1. Did … have 5. Did … put

2. was 6. organised
3. Did … want 7. didn’t ask
7
page 58
4. Did … get 8. gave
1 1. give 4. won’t arrive
8 1. Did you complain to the manager? 2. designs 5. will wait
2. The taxi didn’t arrive on time. 3. won’t know 6. receive
3. When did the guests leave the hotel yesterday?
2 1. if 4. If
4. We didn’t book a room for two nights.
2. if 5. Unless
5. I sent you an e-mail about the cancellation fee.
3. Unless 6. unless
3 1. will make, bring 4. will be, restock
6 2. won’t put, asks 5. will … do, closes
page 56 3. knock, will open 6. pay, won’t get
1 1. are going to have 4 1. won’t work, use
2. aren’t going to eat 2. don’t call, won’t change
3. am going to exercise 3. disinfect, won’t use
4. are going to use 4. will … sleep, don’t put
5. is going to order 5. will vacuum, requests
6. isn’t going to work 6. come, will provide
2 1. Is Carrie going to give Mrs Robin a pedicure? 5 Possible answers
2. Is Carrie going to see Sara Blake in the 1. will empty them myself
afternoon?
2. the customer calls to complain
3. What is Carrie going to look for?
3. they finish everything by 5.00 pm
4. Who is Carrie going to have lunch with?
4. won’t be able to send the guests upstairs
5. What time is Mr Tims going to come for his
manicure? 5. we run out
6. Is Ms Jason going to have a manicure? 6. will tell the cleaner to do it immediately
3 1. Yes, she is. page 59

2. No, she isn’t. 6 1. is – c. takes 4. call – e. want
3. A new massage bed. 2. call – a. have 5. sends – b. calls
4. With Simon. 3. want – d. put
5. 14:30
7 1. No one
6. No, she isn’t.
2. Nothing
page 57 3. No one
4 1. are meeting 4. Is … preparing 4. Nothing
2. is opening 5. are attending 5. Nowhere
3. aren’t arriving 8 1. There isn’t anyone at the reception desk.
5 1. will give 3. won’t enjoy 2. I’m not going to do anything.
2. won’t stay 4. will explain 3. I didn’t call anyone.
4. They haven’t requested anything.
6 1. Will you buy anything in the gift shop? – c
5. I didn’t go anywhere.
2. When will the meeting in the conference room
end? – d 9 1. anyone 4. something
3. Will the guests arrive on time tonight? – e 2. someone 5. somewhere
4. What will they serve by the poolside? – a 3. anything 6. anywhere
5. Where will we meet you? – b 10 1. anywhere, somewhere
7 1. will open – e. will … tell 2. something, anything
2. will cost – d. will attract 3. anyone, No one
3. Will … remember – a. won’t forget 4. anything, nothing
4. won’t have – f. will come
5. Will … work – b. will sell
6. will be – c. will be

Workbook Answer Key
2 1. Does … have to buy, doesn’t have to get

2. Do … have to wear, have to come
8 3. do … have to be, have to be, don’t have to come
page 60
4. do … have to reach, have to arrive
1 1. d – can 4. f – can
5. Do … have to clean, doesn’t have to work, have
2. e – can’t 5. a – can to do
3. b – can’t 6. c – can’t
3 1. doesn’t have to 4. mustn’t
2 1. Can we order chicken and potatoes? 2. don’t have to 5. don’t have to
2. Can Janet find her key card? 3. mustn’t 6. doesn’t have to
3. Can the manager get to the meeting on time?
4. Can the honeymooners have a glass of wine? page 63
5. Can we take the lift? 4 1. The box office may not have any tickets.
6. Can the staff clean the room? 2. We might be late for the performance.
3 1. Yes, you can. 4. Yes, they can. 3. That play may be worth seeing.
2. No, she can’t. 5. No, you / we can’t. 4. May I use your phone?
3. No, he can’t. 6. No, they can’t. 5. Sara might arrive late tonight.
6. I might cut through the park on my way home.
4 1. couldn’t 4. couldn’t
2. could 5. could 5 1. might walk 4. May I suggest
3. couldn’t 2. might not come 5. may open
3. may not have 6. May I take
page 61
6 1. d 2. e 3. c 4. b 5. a
5 1. Could you please help me? – d
7 1. may 4. must
2. Could you restock the minibar please? – a
2. Should 5. mustn’t
3. Could they hold the conference at the hotel? – b
3. might not 6. mustn’t
4. Could I have a side dish with my chicken? – c
8 1. We may enjoy the performance.
6 1. can’t 3. couldn’t
2. We shouldn’t exit here.
2. could 4. can
3. You mustn’t cut through here.
7 1. must 4. mustn’t 4. Sara has to see the manager now.
2. mustn’t 5. must 5. You don’t have to vacuum the carpet every day.
3. must
8 1. I must repair the TV in room 43.
2. I mustn’t order any more plug adaptors. 10
page 64
3. I mustn’t forget to check the hairdryers.
4. I must speak to housekeeping about the irons. 1 1. heavier than 4. quieter than
2. better than 5. lighter than
9 1. a 3. b 2. a
3. taller than 6. sharper than
10 1. Who should we call for shower caps? – c
2 1. Dana’s bed is more comfortable than Pete’s bed.
2. Where should we meet after lunch? – b
2. The Mandarin Hotel is more popular than The
3. What should I order for dessert? – d Paradise.
4. When should I call back? – a 3. The fish at Ben’s Restaurant is tastier than the fish
11 1. You shouldn’t go out in that jacket. at Port Café.
2. The cleaner must empty the rubbish bin. 4. The staff at the reception desk are more reliable
than the room staff.
3. He should use a corkscrew.
4. People mustn’t smoke here. 3 1. The pool at the Kingsley is emptier than the pool
at the Cascade.
2. Room 617 is dirtier than room 555.
9 3. The tickets for the play are more expensive than
page 62 the tickets for the concert.
1 1. have to stop 4. have to cross 4. The accident at Broad Street is worse than the
accident at Jackson Street.
2. has to turn off 5. have to arrive
5. The chef is shorter than the waiter.
3. has to tell 6. have to see

Workbook Answer Key
page 65 4 1. Sandra is not trendy enough.

4 1. the most outstanding 2. The desert is too hot.
2. the sharpest 3. The auditorium isn’t full enough.
3. the easiest 4. The bridge isn’t strong enough.
4. the noisiest 5. The bay isn’t big enough
5. the nicest 6. The queue is too long.
6. the most delicious
page 67
5 1. Paradise, the cheapest
5 1. c 2. b 3. b
2. Cascade, the worst
3. the most satisfied 6 1. comfortably 4. carefully
4. Paradise, the smallest 2. well 5. superbly
5. Mandarin’s, the most expensive 3. fast 6. elegantly
6 1. longer 7 1. happily 4. well

2. worst 2. angrily 5. hard
3. friendlier 3. comfortably 6. fast
4. hotter 8 1. b – quite
5. busiest 2. d – extremely
6. oldest 3. a – not at all
7 Possible answers 4. c – very
1. Cathay is the oldest restaurant.
2. Buffet is bigger than the Ambassador.
3. Ambassador is smaller than El Rancho.
12
page 68
4. Eatery is more expensive than Uncle Tom’s.
5. Buffet is cheaper than El Rancho.
1 1. were cleaning 4. was cycling
2. was resting 5. were exploring
6. Ambassador is the most modern restaurant.
3. was planning 6. were looking forward to
7. Cathay is worse than Buffet.
8. Ambassador is the best restaurant. 2 1. Mike wasn’t driving the bus. He was looking
at the map.
2. Pete wasn’t talking about London. He was
11 drinking water.
page 66 3. Sam and Dina weren’t listening to music. They
were sleeping.
1 1. The Night Walking Tour is not as expensive as
the Castle Tour. 4. Mr Lewis wasn’t drinking water. He was reading
the newspaper.
2. The Open Bus Tour is as long as the Night
Walking Tour. 5. Edna wasn’t talking on the phone. She was
eating.
3. The Castle Tour is not as short as the River Tour.
4. The River Tour is as expensive as the Open Bus page 69
Tour.
3 1. Was … driving 4. Was … working
5. The Open Bus Tour is not as long as the Castle
Tour. 2. Was … eating 5. Was … reading
3. Were … sleeping
2 1. not as high as
2. as long as 4 1. No, he wasn’t. 4. No, it wasn’t.
3. better than 2. Yes, she was. 5. Yes, he was.
4. more impressive than 3. Yes, they were.
3 1. too expensive 5 1. were checking in 4. was doing

2. not clean enough 2. wasn’t buying 5. weren’t repairing
3. not interesting enough 3. Were … wearing 6. Was … waiting
4. too small 6 Accept all logical and grammatically correct answers.
5. not fast enough 7 1. when 4. While
6. big enough 2. When 5. while
3. when

Workbook Answer Key
8 1. weren’t listening, was explaining 9 1. have looked forward to

2. was walking, had 2. has rescheduled
3. didn’t find, was cleaning 3. has taken place
4. were building, discovered 4. Have … provided
5. arrived, were putting out 5. hasn’t called back
6. were eating, gave 6. has commemorated
7. Has … left
8. hasn’t restocked
13
page 70
1 1. have explored 4. has purchased 14
2. has lived 5. have freshened up page 72
3. have allowed 6. has avoided 1 Tick: 1, 4, 5
2 1. made 7. taken 2 1. Have you confronted
2. found 8. thought 2. had
3. eaten 9. forgotten 3. haven’t dealt with
4. kept 10. worn 4. have carried
5. done 11. become 5. didn’t lock
6. sent 12. caught 6. Did you see
3 1. have thought 3 1. since 4. Last year
2. have taken 2. an hour ago 5. yet
3. has made 3. already 6. never
4. has worn 4 1. took
5. has sent 2. hasn’t lived
6. has become 3. didn’t leave
4 1. Jeremy hasn’t been a tour guide for a long time. 4. Have … ever stayed
2. The technician hasn’t repaired the cable car. 5. Did … argue
3. The box office hasn’t updated the voucher. 5 1. have … woken up
4. I haven’t celebrated my birthday yet. 2. didn’t sleep
5. Pete and Rose have never flown to Paris. 3. haven’t seen
6. Sharon hasn’t treated herself to a day at a spa. 4. have … postponed
5. Did … call
page 71
5 1. She hasn’t spoken to Dave about next week’s 6 Accept all logical and grammatically correct
group. answers.
2. She hasn’t bought new walking shoes.
page 73
3. She has done research about the hiking trails.
7 1. used to sell 4. used to be
4. She hasn’t checked the first-aid kit.
2. used to have 5. used to work
5. She has found out about tickets for the cable
car. 3. used to travel 6. used to cook
6. She has ordered packed lunches. 8 1. used to drive, didn’t use to have
6 1. a 2. b 3. a 4. b 5. a 6. a 2. didn’t use to think, used to pay
3. used to go, didn’t use to ski
7 1. What have people said about the tour?
4. used to attend, didn’t use to participate
2. Where has Laura put the torch?
5. used to be, didn’t use to employ
3. Why have you chosen the circular route?
4. Have they postponed their trip to the Alps? 9 1. David used to sleep late.
5. Has David ever gone abroad in the summer? 2. He used to go out on weekdays.
6. Have you read the pamphlet yet? 3. He used to spend time in the pub on weekdays.
4. He didn’t use to get up early.
8 1. d 2. a 3. e 4. f 5. b 6. c
5. He didn’t use to wear a uniform.

Workbook Answer Key
10 1. Did people use to have air-conditioning in the 8 1. By the time the waiter brought the change, the
19th century? guests had left the restaurant.
2. Did people use to work in tall buildings 200 2. The meal wasn’t good because the chef had
years ago? made a mistake with the order.
3. Did hotels use to install surveillance cameras in 3. We didn’t pay the bill until the cashier had
1940? checked it again.
4. Had there been a burglary before we installed
11 1. People didn’t use to have air-conditioning in the
the surveillance system?
19th century.
5. Had they cleared the table before they served
2. People didn’t use to work in tall buildings 200
dessert?
years ago.
6. After I had made a reservation, we cancelled
3. Hotels didn’t use to install surveillance cameras
because of severe weather. / We cancelled
in 1940.
because of severe weather after I had made
12 Accept all logical and grammatically correct a reservation.
answers.
16
15 page 76
page 74 1 1. The equipment which you bought is expensive.
1 1. d circle left 2. Saturday is the evening when the restaurant is
2. c circle made fully booked.
3. a circle recommended 3. Is that the restaurant where you met?
4. b circle received 4. Is this the waiter who served you?
5. e circle put on 5. These are not the drinks that I ordered.
2 1. had set 4. hadn’t had 2 1. which 4. when
2. Had … prepared 5. had worked 2. whose 5. where
3. hadn’t finished 6. Had … improved 3. who
3 1. before 4. Until 3 1. which 4. when
2. when 5. As soon as 2. where 5. whose
3. after 3. who
4 1. had closed 4. hadn’t received Accept all logical sentence completions.
2. had gone out 5. had been 4 1. who 5. whose
3. Had … bought 6. had cooked 2. which / that 6. where
3. which / that 7. when
page 75
4. who
5 1. We had grilled the steaks by the time the guests
arrived. / By the time the guests arrived we had 5 1. when the Ritz Hotel opened
grilled the steaks. 2. where we stayed in 1999
2. Had the chef already locked the door when he 3. who prepared the bill
heard a noise?
4. that delivers in 90 minutes
3. We received the bill as soon as the meal had
5. whose people skills aren’t good
ended. / As soon as the meal had ended we
received the bill. 6. which the chef made for us
4. I hadn’t checked the oven before I baked the
cake. page 77
5. We had made our reservations an hour before 6 1. when – d 4. who – b
we arrived. 2. which / that – e 5. where – c
6 1. brought 5. ended 3. which / that – a
2. hadn’t worked 6. had forgotten 7 1. The cashier who started last week is excellent.
3. had broken 7. Did the police come 2. Do you remember the day when we met at the
4. Had someone taken 8. started restaurant?
7 1. served 4. became 3. The smoothie which we ordered before lunch
2. Had … postponed 5. had already finished was delicious.
3. hadn’t dealt 6. didn’t pour 4. The restaurant where I work is in the centre of town.
5. The main chef is Jane, whose kitchen staff work
very hard.

Workbook Answer Key
8 1. The weekend is a time when most people can 6 1. the caterer had called the day before with a new
rest and relax. menu. it looked good.
2. A website is a place where a company can 2. the Gregory family had cancelled the party.
advertise. they would discuss it when she got back.
3. A salary is the money which / that a worker 3. the number of participants for their conference
takes home. had gone up to 300.
4. A sommelier is a person who recommends wine. he needed her estimate by the end of the
following week.
5. A waiter is a person whose job is to serve clients
in the restaurant. 4. Annie that she hadn’t found a suitable venue for
the wedding reception. it was getting late.
9 1. The woman whose order I took asked for
allergy-friendly foods.
2. The business lunch which I had ordered was a
good meal.
18
page 80
3. Mike Owen is the person who is in charge of
maintenance. 1 1. are discussed
4. The day when we went out for dinner, it rained. 2. is changed
5. The hotel where we are having our conference is 3. aren’t given
not big enough. 4. isn’t sent
5. aren’t received
2 1. Is the inventory recorded every month?
17 2. Is the milk thrown out every day?
page 78
3. Are the supplies kept in the storeroom?
1 1. would set up 4. made
4. Where are weddings usually held?
2. were going 5. hadn’t agreed
5. What is a mop used for?
3. had bought 6. had to
3 1. b 2. d 3. c 4. e 5. a
2 1. would deliver 4. was preparing
2. was 5. could have 4 1. were provided 4. wasn’t cleaned
3. had checked 6. had discussed 2. wasn’t placed 5. was built
3. was counted 6. was thrown out
page 79
page 81
3 1. her 4. that day
2. that 5. the following week 5 1. Were the reservations made last week?
3. then 6. the year before 2. Why was the order cancelled?
3. Where was the buffet set up?
4 1. it had been a beautiful wedding
4. When was the kitchen cleaned?
2. he would make a toast to the bride and groom
5. Were the concert tickets sold out?
3. they were planning their honeymoon right then
4. Sophie hadn’t been well all week 6 1. is served 4. weren’t sent
5. he / they had to find out the number of 2. Were … counted 5. Is … usually made
participants 3. is ordered 6. aren’t taken
6. Tessa had asked four friends to be her 7 1. will be held 4. will … be asked
bridesmaids
2. will be expected 5. will be discussed
5 1. The manager said that the chef had set up the 3. will be presented 6. will not be served
buffet.
2. Tim explained that there had been a mistake in
8 Possible answers
the bill. 1. Will the meeting be postponed to 10th June?
3. Jo promised that she would speak to the caterer 2. Will the equipment be set up at the conference?
that day. 3. Will pens and notepads be handed out to
4. Dave said that we had to organise the customers?
workshops. 4. Will hotel rooms be reserved for us?
5. Pete told us that Shirley often worked with that 5. Will a buffet be set up in the ballroom?
florist.
9 1. is replaced 4. were made
6. The organiser announced that the conference
had run smoothly. 2. Are … cleaned 5. wasn’t sent
3. will be prepared 6. won’t be accepted

Workbook Answer Key
10 1. If we hadn’t worked late last night, we wouldn’t

19
have been exhausted all day.
2. I would have prepared the presentation
page 82
yesterday if I’d had time.
1 1. were 4. wouldn’t lose 3. He would have supplied the goods if he had
2. wouldn’t ask 5. got known they were for us.
3. didn’t require 4. They would have hired her if she had been
suitable for the job.
2 1. prepared 4. weren’t
2. would motivate 5. wouldn’t take
3. would try
20
3 1. If I knew English, I would work in the UK. page 84
2. If I went to university, I would study economics. 1 1. is
3. If I had an air-conditioner, I would feel more 2. haven’t started
comfortable.
3. anyone
4. If I opened an online shop, our sales would
4. will be made
increase.
5. shouldn’t
5. If I installed security cameras, the premises
would be safer. 6. am going
7. How many
4 1. If you asked him, he would hire you.
8. There were
2. If we used this events organiser, we would save
money. 9. him
3. If they didn’t go by taxi, they would arrive late. 10. that
4. I would take the job if it didn’t require flexible 2 1. doesn’t … work
hours. 2. Are … preparing
5. If we didn’t work late this week, we wouldn’t 3. were setting, saw
finish the project on time.
4. Were … using, called
5 1. If he didn’t seem very shy, they would offer him 5. has been
the job. 6. didn’t reach
2. If Sara didn’t have to work night shift today, she 7. had had, hired
could go the cinema.
8. Had … arrived, reached
3. If the salary were high enough, I would take the
job. 3 1. aren’t going to participate
4. If you were fluent in German, you could work in 2. will approve
our German office. 3. Is … travelling
5. If there wasn’t / weren’t a six-hour layover, we 4. won’t regret
would book that flight.
4 1. bigger than
page 83 2. the best
6 1. b 2. c 3. a 4. e 5. d 3. the heaviest
4. more professional than
7 1. hadn’t read
5. the most original
2. would have approved
3. hadn’t been 5 1. must
4. wouldn’t have survived 2. couldn’t
5. had done 3. don’t have to
4. may
8 1. would have said 4. would have explained
5. Should I
2. hadn’t received 5. hadn’t had
3. had produced 6 1. pay, stay
2. receives, deals with
9 1. She would have been late for her interview if she
had missed it. 3. will learn, work
2. If we had realised the report was urgent, we 4. provides, won’t consider
would have stayed at work. 5. were, would buy
3. If we had known they were interested, we would 6. would take, offered
have sent them a catalogue. 7. had made, would have compensated
4. If I hadn’t attended the conference, I wouldn’t 8. wouldn’t have been, had been
have met a lot of people.

Workbook Answer Key
page 85 10 1. Can 6. are you leaving

7 1. The air-conditioner which / that you delivered 2. have worked 7. where
yesterday had a broken part. 3. started 8. me
2. What is the name of the manager who showed 4. am 9. should
us around?
5. closely 10. a lot of
3. I was happy with the venue where we had our
convention. 11 1. In my opinion, Greg is less suitable for the job
than Phil.
4. August is the month when I usually take holiday
leave. 2. He used to work here many years ago.
5. I’d like to interview the person whose application 3. If you lived in the city, would you take the bus
I’ve just read. to work?
4. Are there any messages for me?
8 1. The manager said that he had finally made a
decision. 5. You don’t have to make a reservation.
2. Anne said that she would book a flight for 15th 6. Debbie is not as organised as Samantha.
June. 7. Let’s go out for lunch today.
3. Mrs Stark said that she was leaving early that 8. I’d like to ask you some questions.
day. 9. Dylan Mathews was called in for a second
4. Millie said that she usually received visitors. interview yesterday.
5. Jake said that they hadn’t had time to discuss 10. Unless you speak English, you won’t get the job.
that issue.
9 1. was installed 4. didn’t give
2. purchase 5. are the place cards kept
3. will be set up

Tests
Page
Test 1: Units 1-2 46
Test 10: Units 17-20 82
Midterm Test: Units 1-12 86
Final Test: Units 1-20 90
Answer Key 94
45
Test 1 (Units 1-2)
Name: Mark:
Reading Comprehension (20 points)

1 Read the web page. Then write T (true), F (false) or DS (doesn’t say) next to the sentences below.
(10 points)
UKROOMS
http://www.ukrooms.com
UKROOMS
Home Hotels Flats Campsites
At UKROOMS we’ve got something for everyone in all of the most popular destinations in the UK!
DAVE’S CAMPING near Scarborough

A great place to go for a cheap holiday. This campsite has got everything you need,
including a café and a small shop. It’s a short walk to the beach and it only takes
15 minutes to get to Scarborough by bus. Open from June to September.
McDUFF CASTLE HOTEL, near Inverness

The McDuff Castle Hotel is one of the best hotels in the area, with over 100 rooms. It’s
got a fantastic restaurant offering traditional and vegetarian options. Accommodation
(bed and breakfast) from £150 per night. Minimum stay three nights.
SELF-CATERING FLAT in the centre of Brighton. For up to five people, large kitchen,
minimum stay five nights. A five-minute walk from the historic district of Brighton.
Special discount for stays in May-June and September-October.
1. You can book flights on the UKRooms website.

2. Dave’s Camping doesn’t cost a lot of money.
3. Dave’s Camping is open all year.
4. You cannot stay more than three nights at the McDuff Castle Hotel.
5. The self-catering flat is very modern.
2 Answer the questions. (10 points)

1. How long does it take to get from Dave’s Camping to Scarborough?

2. What kind of meals can you get at the McDuff Castle Hotel restaurant?

3. How much does it cost to stay at the McDuff Castle Hotel?

4. How many people can stay at the self-catering flat?

5. What is the minimum stay at the self-catering flat?


Test 1: Units 1-2
Vocabulary (50 points)

1 Circle the word that doesn’t belong. (6 points)
1. third w twelfth w December w thirty-first
2. resort w campsite w museum w self-catering flat
3. valuables w connection w layover w departure
4. take off w confirm w depart w land
5. church w market w kitchen w promenade
6. liquid w information board w x-ray machine w duty-free shops
2 Match A and B to from phrases. Then complete each sentence with the correct phrase. (12 points)
A B
1. public a. class
2. city b. transport
3. business c. hostel
4. boarding d. centre
5. aisle e. pass
6. youth f. seat
1. Your tells you your seat number.

2. I always try to book a hotel near the .
3. It’s quite expensive to fly .
4. Many young people stay at the in our town.
5. My boss prefers the when he flies.
6. Buses and trains are examples of .
3 Complete the sentences. (8 points)

1. A is a holiday on a ship.
2. The is how much you pay for your plane, bus or train ticket.
3. People often go to Africa on to see animals.
4. You pay less when you get a ticket.
5. Iberia and British Airways are both .
6. If you don’t want to eat meat, you can ask for a .
7. January is the month of the year.
8. The third month is .
4 The words and phrases in bold are in the wrong sentences. Write them next to the correct sentences.
(8 points)
1. Please do not leave delayed luggage in the airport.
2. The flight is non-stop to leave at midnight.
3. I left my passport at the sharp object.
4. Unattended flights are shorter than flights with layovers.
5. Have you got a suitcase in your hand luggage?
6. This flight’s check-in desk is Buenos Aires.
7. Tim’s flight is scheduled. It will be one hour late.
8. My destination weighs 20 kilos.

Test 1: Units 1-2
5 Complete the sentences with the words below. (10 points)

minimum stay w accommodation w March w shop w on time w excess weight w book w luggage tag
arrive w upgraded
1. I bought some presents for friends in a in the centre of town.
2. Did you my flight to Hong Kong?
3. The in this hotel is two nights.
4. Please write your name and address on the .
5. The airline my ticket to business class.
6. The plane didn’t land , and Sophie was late for her meeting.
7. Your suitcase is too heavy. You’ll have to pay for .
8. We left Moscow on 3rd .
9. When will the boys in Australia?
10. The for this tour is in 5-star hotels.
6 Circle the correct answer. (6 points)

1. E-ticket / Arrival / Boarding for flight AA5W764 will begin in 10 minutes.
2. The flight was cancelled / economy class / upgraded, so I didn’t get to Geneva.
3. We danced all night at a landmark / public park / club near the beach.
4. November / August / January is a hot month in Greece.
5. I’m sorry. My budget / hand luggage / customer is too small for that hotel.
6. The steaks in that gate / restaurant / duty-free shop are fantastic.
Functional Language (10 points)

Match the sentences in A to the responses in B.
A B
1. How can I help you? a. Bed and breakfast, please.
2. What’s your telephone number? b. Yes, it sounds good.
3. What time does it leave? c. I’d like a non-dairy meal, please.
4. Does that suit you? d. It departs at 7.50 in the evening.
5. What kind of accommodation would you like? e. I’d like some information about
flights to China.
6. Could you spell that, please?
f. Two weeks.
7. Do you have any special food requirements? g. I’m afraid it’s been delayed.
8. What time should we be at the airport? h. That’s H-U-N-T-E-R.
9. How long will you be staying? i. Three hours before the flight.
10. I’d like to confirm that my flight is leaving j. It’s 0856-374-8923.
on time.

Test 1: Units 1-2
Listening Comprehension 2 (20 points)

1 Listen to the phone conversation and complete the sentences. (10 points)
1. The customer is travelling to .
2. He doesn’t want to stay in a .
3. The self-catering flat isn’t near the .
4. The minimum stay for the flat is nights.
5. The customer will leave the hotel on July.
2 Listen again and answer the questions. (10 points)

1. How many people are travelling?

2. What kind of hotel does the booking agent offer?

3. How much does the hotel cost?

4. How much does the flat cost?

5. How long is the customer going to stay at the hotel?


Test 2 (Units 1-4)
Name: Mark:

1 Read the post on a travel forum. Then write T (true), F (false) or DS (doesn’t say) next to the sentences
below. (10 points)
http://www.surreytravel.uk.net
GO WITH SURREY TRAVEL!

My wife and I travelled to Budapest, Hungary with Surrey Travel.
They got us return tickets in economy class for an excellent price, and SURREY
their service was first-class. They sent our e-tickets immediately and TRAVEL
arranged for me to get a window seat and a vegetarian meal.
They offer a wide range of accommodation, from campsites and
self-catering flats to any kind of hotel. Sally, our travel agent,
recommended a hotel in the historic district of the city, close to
museums, restaurants and shops. Because we booked early, she got
us a 15% discount.
We also rented a car through Surrey Travel. We chose a standard car
and asked to pick it up and drop it off at the airport. When we arrived at
the airport, they told us there was a problem with our booking and they
didn’t have a car for us. We immediately called the agency, and within
half an hour we got a car. Thanks to Sally, they gave us a premium car
instead of a standard one. All in all, I strongly recommend travelling
with Surrey Travel. Budapest
1. The writer travelled to Hungary in first class.

2. The writer didn’t eat meat on the flights.
3. Surrey Travel only offers accommodation in hotels.
4. The writer’s hotel was in the centre of town.
5. The writer rented a car with unlimited mileage.

1. In which city did the writer spend his holiday?

2. Where did the writer sit on the plane?

3. What did the writer get a discount on?

4. What kind of car did the writer book?

5. What is the writer’s opinion of Surrey Travel?


Test 2: Units 1-4

1 Complete the sentences with the correct months. (5 points)
1. comes before March.
2. comes after June.
3. is the eighth month.
4. comes before December.
5. is the fifth month.
2 Complete the sentence with the correct ordinal number. (5 points)

1. January is the month.
2. June is the month.
3. March is the month.
4. December is the month.
5. April is the month.

1. We wanted to see lots of animals, so we went on a beach holiday / cruise / safari.
2. You should turn off beverages / electronic devices / pockets when the plane is landing.
3. Our car didn’t start. It didn’t have any mileage / insurance / petrol.
4. When you change money, you should always ask for a receipt / transaction / banknote.
4 Match A to B to form sentences. (6 points)

A B
1. We stayed in a youth hostel a. because of the excess weight.
2. I couldn’t rent a car b. because the campsite was full.
3. I paid with a traveller’s cheque c. because it was cheaper than a taxi.
4. I had to pay more money at the airport d. because I didn’t have any cash.
5. We had to fasten our seatbelts e. because I didn’t have my driving licence.
6. We took the shuttle to the city centre f. because of the turbulence.
5 Circle the correct response. (5 points)

1. What is your budget for this holiday? 4. What information can you find on a boarding pass?
a. About one month. a. The time the plane will take off.
b. About £600. b. Your seat number.
c. Both a and b. c. Both a and b.
2. What currency are you taking with you? 5. Who serves the snacks on a flight?
a. US dollars. a. The flight attendants.
b. My hand luggage. b. The passengers.
3. It’s very hot in the car.
a. Yes, let’s turn on the air-conditioning.
b. Yes, let’s turn on the power steering.
c. Both a and b.

Test 2: Units 1-4
6 The words and phrases in bold are in the wrong sentences. Write them next to the correct sentences.
(7 points)
1. You can’t take organised tours with you onto the plane.
2. There was a problem with the car, so we asked for sharp objects.
3. Susan had a promenade in New York on her way to Los Angeles.
4. We had a nice walk along the tank near the sea.
5. Is there enough petrol in the layover?
6. I don’t like compensation. I prefer to travel independently.
7. The airline offered me emergency assistance for my lost suitcase.

resort w valuables w cabin crew w damaged w carousel w non-stop w fare w fill up
1. I need to get to Tokyo quickly. Can you find me a flight?
2. Did you the tank before you left?
3. Lee didn’t know where to put her bag, so she asked one of the for help.
4. The Smiths went on holiday to a beautiful in Thailand.
5. Scott’s suitcase was , so he had to buy a new one.
6. What is the for a return flight to Dublin?
7. You should always put your in a safe place.
8. Look! Isn’t that your suitcase on the ?

1. The flight was – it arrived one hour late.
2. We want to cook for ourselves, so we’re going to a flat.
3. Alex didn’t need to with petrol because the tank was full.
4. Please your seatbelts – the plane is going to land.
5. The is about $1.30 for one euro.
6. A is a cheap place for young people to stay.
7. The Eiffel Tower is a in Paris.
8. I couldn’t listen to music during the flight because my wasn’t working.
9. When you board a plane, you should put your things under your seat or in the above
your seat.
10. We stood in a long for 45 minutes at passport control.

Match the questions in A to the responses in B.
A B
1. What’s your name? a. Ten days.
2. Could you spell that, please? b. At the train station.
3. What’s your telephone number? c. Bed and breakfast.
4. Where would you like to go? d. W-R-I-G-H-T.
5. What kind of accommodation would you like? e. Sardinia, please.
6. How long will you be staying? f. There’s no fee.
7. What time does the plane leave? g. Michelle Wright.
8. How often does the shuttle leave? h. Every 20 minutes.
9. Where will you be dropping your car off? i. 0732-973-8503.
10. How much do you charge for cashing traveller’s cheques? j. At 9.15.

Test 2: Units 1-4

1 Listen to the phone conversation and complete the form below. (10 points)
Internal Memo
Golden
Sun Number of passengers: 1.
Date of travel: 2.
Type of accommodation: 3.
Tours
Flight to: 4.
Cost: 5.

1. Which city is the farmhouse near?

2. Why does Zoe recommend renting a car? Give one answer.

3. How old are Tom’s children?

4. How long does the flight last?

5. Why doesn’t the man book the holiday immediately?


Test 3 (Units 5-6)
Name: Mark:

1 Read the ad. Then write T (true), F (false) or DS (doesn’t say) next to the sentences below. (10 points)
DONEGAL
TOWERS HOTEL
• standard and deluxe rooms,
all with Wi-Fi, TV and minibar
• all rooms are non-smoking rooms
• traditional Irish breakfast included

This historic building is located in the north west of
Ireland and guests have amazing views from every • our Arranmore Restaurant is one
room. The Donegal Towers Hotel preserves an authentic of the best restaurants in the area,
local Irish atmosphere, while providing its guests with offering gourmet Irish food as well as
deluxe facilities. French and Italian style cooking
The hotel also offers:

• the Donegal Spa – we specialise in
Swedish and hot stone massages.
Special discount when you
book two or more massages.
• Fitness centre – modern equipment,
indoor pool and sauna
Minimum stay: three nights, deposit
required
Cancellation fees:
Minimum three days before arrival date:
50% of deposit
Less than 48 hours before arrival date:
100% of deposit
Special low season rates.
1. Guests cannot smoke in their hotel room.

2. Guests pay extra for a traditional Irish breakfast.
3. Guests can swim at the hotel.
4. The deposit is 50% of the cost of the room.
5. Prices are the same all year.

1. Where is the Donegal Towers Hotel?

2. What kind of rooms has the hotel got?

3. Which different kinds of food can you get at the restaurant?

4. How can you save money at the spa?

5. What is the minimum stay?


Test 3: Units 5-6

1. Thailand w Dutch w Denmark w Portugal
2. hair salon w children’s club w hotel suite w spa
3. Turkish w Ireland w Portuguese w Polish
4. guest w masseuse w barber w hairdresser
5. deposit w credit card w key card w cancellation fee
6. waiter w lifeguard w lounge w beautician
2 Match A and B to form phrases. Then complete each sentence with the correct phrase. (12 points)
A B
1. high a. storage
2. continental b. date
3. half c. breakfast
4. luggage d. season
5. shop e. board
6. expiry f. assistant
1. I left my suitcase in the .

2. The on my credit card is January 2022.
3. Hotels are very busy in .
4. The showed me a very nice bag.
5. You get breakfast and dinner when you order .
6. A is usually tea or coffee and a pastry.
3 The words in bold are in the wrong sentences. Write them next to the correct sentences. (8 points)
1. Our hotel’s location is very non-smoking.
2. I’m not hungry. I want a registration form.
3. The business centre is noon.
4. I’m sorry. The hotel is convenient this weekend.
5. You can send a fax from our check-out time.
6. Please fill in the light snack.
7. When we arrived, the hotel manager gave us fully booked drinks.
8. Most of the rooms in this hotel are complimentary rooms.

1. Sophie’s room is on the seventh balcony / floor / view.
2. The masseur / personal trainer / waiter brought us some coffee.
3. The lift isn’t working. We’ll use the sauna / stairs / facilities.
4. I want to make a treatment / reservation / standard room for 12th November.
5. Mr Gray ordered buffet breakfast / English breakfast / full board because he wanted
to eat all his meals in the hotel.
6. We paid a £50 cancellation fee / credit card / deposit when we booked the room.

Test 3: Units 5-6

across from w indoor pool w credit card number w newsagent’s w on the right w low season w noon
hospitality w gourmet meal w lobby
1. Thank you for your . I love this hotel!
2. My is 4467895216.
3. Can you meet me at ?
4. We offer special rates for rooms in the .
5. I’ll wait for you in the of your hotel.
6. The dining room is the business centre.
7. Has the got any sports magazines?
8. It was Philip’s 50th birthday, so his wife took him out for a .
9. Walk along the corridor, and you’ll see the games room .
10. I like to swim in the morning. When does the open?

1. The played great music at the club last night.
2. We bought Julia some flowers at the .
3. The Royal Hotel has got excellent , including a spa and a fitness centre.
4. I lost my and I couldn’t get into my hotel room.
5. Pierre is from . He is Swiss.
6. Craig’s room has got a beautiful of the sea.
7. Peter is a and he makes amazing cocktails.
8. The prepared a delicious French meal.

A B
1. Does the room have a view? a. Until nine o’clock.
2. Can you tell me where I can find the spa? b. Here you are.
3. I’d like to book a room for two adults. c. It’s at the end of the corridor.
4. May I have your credit card and passport, d. Let me see … May I have your name, please?
please? e. You can have them in the Firenze restaurant.
5. Your room number is 335, on the third floor. f. For which dates?
6. Is the indoor pool open in the morning? g. Yes, it’s open seven days a week.
7. Where do we go for our meals? h. Yes, you can see the historic district
8. How late is the business centre open? from the balcony.
9. Is the fitness centre open on Sundays? i. Yes, from 6.30 am.
10. We have a reservation. j. Great! Thank you!

Test 3: Units 5-6

1 Listen to the phone conversation and complete the form below. (10 points)
G U E S T ’ S D E TA I L S
Surname: 1.
First name: 2.
Address: 3. Morton Road, Bristol
Number of nights: 4.
Room number: 5.
2
Listen again and write T (true), F (false) or DS (doesn’t say) next to the sentences. (10 points)
1. The guest will leave the hotel on 9th October.
2. The guest’s room is on the 6th floor.
3. The hotel serves a buffet breakfast.
4. The hotel starts serving dinner at eight o’clock.
5. The indoor pool is closed on Sundays.

Test 4 (Units 5-8)
Name: Mark:

1 Read the hotel brochure. Then write T (true), F (false) or DS (doesn’t say) next to the sentences below.
(10 points)
The Riviera Hotel

a h o t e l w i t h s o m e t h i n g f o r e v e ryo n e !
Whether you choose a standard Our guests can choose from three
room or a deluxe room, you will love restaurants, including our popular
the Riviera Hotel. Its location is next to Italian restaurant – La Piazza. If you are
a beautiful bay which means that every celebrating a special occasion, try our
room has got a spectacular view, and gourmet restaurant, Bayview, and don’t
most rooms have got a balcony. miss our chef’s speciality – fresh sea
Check out our facilities – we offer a bass caught the same day. There is also a
spa, a fitness centre, a shopping arcade poolside snack bar for those of you who
and, of course, a swimming pool. There’s want a quick snack.
also a newsagent’s and a florist’s. For our The summer months are a wonderful
younger guests, we have got an excellent time to stay at the Riviera Hotel, but you
games room. If you are travelling on should book early! We’re always fully
business, you can use our business centre booked during the high season.
and conference room. Sports lovers will
enjoy our tennis courts and golf course.
1. The Riviera Hotel has got two different kinds of rooms.

2. The rooms without a balcony are cheaper than the others.
3. Guests can take Pilates lessons at the fitness centre.
4. La Piazza restaurant serves French food.
5. If guests don’t want a big meal, they should go to the poolside snack bar.

1. Where is the Riviera Hotel situated?

2. What facility has the hotel got especially for children?

3. Why is the hotel convenient for business people?

4. What main course at the Bayview restaurant is the chef’s specialty?

5. Why is it important to book early in the summer months?


Test 4: Units 5-8

1 Match the sentences in A to the responses in B. (6 points)
A B
1. The line’s busy. a. It’s on the second floor.
2. The hotel is quite empty. b. Yes, would you like some drinks?
3. This cup is dirty. c. Can you call back later?
4. Jeff can’t make it to the meeting. d. Let’s call the waiter.
5. Are you the barman? e. Yes. It’s low season.
6. Where is the conference room? f. He’s stuck in a traffic jam.

1. What would you like as a side dish? 4. I’m sorry. You can’t speak to Mrs Jackson right now.
a. Potato wedges. a. Her line’s busy.
b. Green beans. b. Would you like to call back?
2. I would like the best room in the hotel. 5. Paul ordered a Continental breakfast.
a. Certainly, I’ll give you a deluxe room. a. He had bacon and eggs.
b. Certainly, I’ll give you a standard room. b. He had a pastry and a cup of coffee.
3. What did you like about the hotel? 6. The hairdryer in my room isn’t working.
a. It was spacious. a. You should call the honeymooners.
b. It was luxurious. b. You should call the housekeeper.

1. We had a great location / view / balcony from our window.
2. Mr Frost isn’t in his room. Can you call back / pick up / put through later?
3. I choose waffles / garlic / roast beef for my main course.
4. This hotel provides / operates / remodels its guests with free Wi-Fi.
5. Mary, can you design / polish / restock the minibar in room 407, please?
6. They served my steak with a delicious sauce / onion / pie.
7. I couldn’t sleep because I was cold last night. Can you give me another towel / blanket / sheet?
8. When we booked our room, we had to pay a cancellation fee / confirmation number / deposit.

1. You open a bottle of wine with a .
2. The last part of your meal is the .
3. People in the Netherlands speak .
4. When you sleep, you put your head on a .
5. We bought some flowers at the .
6. We put our valuables in the .
7. You mustn’t swim in the swimming pool if the isn’t working.
8. Michael didn’t have any cash, so he paid by .
9. The played some great music last night.
10. Our room has got a , so we can make tea or coffee.

Test 4: Units 5-8
5
Complete the sentences with the words below. (10 points)
lift w comfortable w facilities w staff w rescheduled w towels w convenient w starter w noon w lobby
1. The at our hotel was very friendly.
2. The meeting has been for the 4th August.
3. The Northgate Hotel is in a very location – right next to the railway station.
4. We had soup for our .
5. The restaurant opens at .
6. When I came out of the shower, I realised there weren’t any in the bathroom.
7. We waited in the hotel until the others arrived.
8. The wasn’t working so we went down the stairs.
9. Our bed was very and we slept very well.
10. The Blue Sky Hotel has got great , for example, a big swimming pool
and a wonderful spa.

A B
1. How late is the swimming pool open? a. You’re welcome.
2. We’re going to the theatre now. b. I’ll send someone up to help you.
3. Thank you for your help. c. Actually, I’d prefer a suite.
4. Could I have some extra towels, please? d. From 9.00 am to 5.00 pm every day.
5. Where’s the business centre? e. Can I leave a message?
6. Mr and Mrs Burton aren’t in their room. f. Do you recommend the sea bass?
7. I can’t open my room safe. g. Please report it to maintenance.
8. I’m sorry, but we’re out of salmon. h. Certainly. I’ll have some sent up.
9. I noticed that the television in room 626 isn’t working. i. Have a nice evening.
10. Would you like a standard room or a deluxe room? j. It’s down the corridor on your right.

Test 4: Units 5-8

1 Listen to the conversation and complete the sentences. (10 points)
1. The hotel has got a swimming pool, a fitness centre and a .
2. There are six in the hotel.
3. The deluxe rooms have got views of the .
4. The hotel offers a breakfast.
5. The man decides to book a room.

1. How many lifts has the hotel got?

2. What is Freddie’s Place?

3. For which dates does the man want to book the room?

4. How much does full board cost?

5. What is the check-in time at the hotel?


Test 5 (Units 9-10)
Name: Mark:

1 Read the e-mail. Then write T (true), F (false) or DS (doesn’t say) next to the sentences below. (10 points)
From: Beth
To: Anne
Subject: Holiday news
Dear Anne,
I’m having such a great time in London! I’m staying at a beautiful hotel. It’s not cheap, but
our room is really spacious and the hotel has got a great fitness centre. It’s a 20-minute walk
to the city centre, but luckily the weather is good.
Last night, Ben and I went to see We Will Rock You at a theatre in the West End. It’s a
fantastic musical with a lot of songs by the band Queen. We really wanted to go to
Les Miserables, but it was sold out. The tickets were pricey, but we enjoyed ourselves.
After the theatre, we found a lovely Italian restaurant near our hotel – the food was delicious!
This evening, we’re going on a cruise along the River Thames. We’ll see all the landmarks by
night and there’s also live music and dancing. I’ll post some photos tomorrow.
Love,
Beth
1. Beth’s room is the best in the hotel.

2. Beth can go to the gym in her hotel.
3. The hotel is in the city centre.
4. The tickets for Les Miserables were pricey.
5. Beth didn’t enjoy the food at the restaurant.

1. Where is Beth?

2. Which musical did Beth see?

3. Where did Beth go to see the musical?

4. What kind of restaurant did she go to?

5. What is Beth going to do this evening?


Test 5: Units 9-10

1. north w east w between w west
2. slips w infections w falls w spills
3. box office w pavement w block w corner
4. cut through w walk towards w keep calm w follow the signs
5. award-winning w smash hit w outstanding w coughing
6. faint w lift w pull out w push
2 The sentences below do not make sense. Correct them without changing the word in bold. (6 points)
1. The service at the restaurant was delicious.

2. Brad’s car crashed into a saucepan.

3. You need boiling water to make ice cream.

4. They evacuated the hotel because there was a musical.

5. Use rubber gloves to protect your head.

6. Richard risked his life when he went into the French restaurant.

A B
1. smoke a. station
2. oven b. sign
3. railway c. mitt
4. zebra d. detector
5. respiratory e. crossing
6. warning f. problems
1. John isn’t well. He’s got .

2. What’s that noise? Is it the ?
3. I’ll meet you at the .
4. That plate is hot. Use this .
5. Luke waited at the until it was safe to walk.
6. Don’t go in there. There’s a on the door.

Test 5: Units 9-10
4 Circle the correct continuation. (6 points)

1. Sound the alarm! 4. Have you got a first-aid kit?
a. We are serving dinner. a. I can’t get into my room.
b. There’s a fire in the kitchen. b. One of the guests isn’t well.
c. It’s time to get up. c. This box is too heavy.
2. The entertainment was great. 5. The tickets for the show were reasonable.
a. I loved the singer. a. So I bought two.
b. The steak was excellent. b. So I didn’t buy any.
c. Our room was spacious. c. So I went to another show.
3. What was the atmosphere like? 6. Can you do the Heimlich manoeuvre?
a. It was delicious. a. Sarah is choking!
b. It was convenient. b. Jim has got a bad burn.
c. It was romantic. c. Rose’s hand is bleeding.
1. The roundabout loved Tom’s new musical.
2. The man was sharp, so he couldn’t talk to the paramedics.
3. Be careful with that knife. It’s poor.
4. The new restaurant, the Yurt, specialises in Mongolian exit.
5. If there’s a fire, use the emergency audience.
6. Le Chateau is the most unconscious restaurant in town.
7. There was an accident at the cuisine near the town centre.
8. Karl had breathing problems because of the elegant ventilation.

burns w review w x-ray w prevent w smoke w prefer w protect w reach
1. I can smell . I think there’s a fire in the hotel.
2. Nick has got bad on his hands.
3. Which do you – Spanish food or French food?
4. That film got a great . Everyone loved it.
5. Follow these instructions to injuries.
6. Lily fell off a ladder. They sent her to hospital to have an .
7. It took us 30 minutes to the hotel.
8. Sunglasses your eyes from the sun.

1. We saw an amazing sign / performance / junction of Romeo and Juliet last night.
2. Be careful. The fire alarm / knife / lid of that saucepan is hot.
3. That restaurant is good, but it is very pricey / first-rate / tasty.
4. Unfortunately, Steve has got a strong / heavy / broken arm.

Test 5: Units 9-10

A B
1. Have you called an ambulance? a. I’m afraid it’s sold out tonight.
2. Can you recommend a good play? b. Yes, it’s on its way.
3. Could you tell me how to get to the c. The Chinese restaurant next to the cinema
National Hotel? is very good.
4. Which way is faster? d. Yes, it’s a bit pricey.
5. I’d like tickets for this evening’s performance. e. It’s quicker to go through the town centre.
6. Don’t load too many things on the trolley. f. Yes, she’s unconscious.
7. Is the guest badly hurt? g. Yes, the paramedic.
8. Is there a good place to eat around here? h. In the Dark is supposed to be very good.
9. Is anyone giving him first aid? i. I suppose you’re right.
10. Is that restaurant very expensive? j. Turn left when you leave the station and
walk along Elm Road.

1 Listen to the conversation and circle the correct answers. (10 points)
1. The fire started at seven / eight / nine o’clock.
2. First of all, William called the reception / manager / fire brigade.
3. Ed broke his leg / foot / hand.
4. Liz will return to work on Sunday / Monday / Tuesday.
5. One of the guests fainted / had breathing problems / was bleeding.

1. Where did the fire take place?

2. What was William doing when the fire began?

3. What happened to Liz?

4. How many guests did the hotel evacuate?

5. How long did it take for the fire brigade to arrive?


Test 6 (Units 9-12)
Name: Mark:

1 Read the itinerary. Then complete the sentences below. (10 points)
Touring
SCOTLAND
THE HIGHLIGHTS OF SOUTHERN SCOTLAND

Itinerary
Day 1:
EDINBURGH
After breakfast, we will meet our tour guide in the lobby of the Great Glen Hotel. We
will take a short stroll in Princes Street Gardens, where you can take photographs of the
world-famous Edinburgh Castle. Our bus will take us to the castle, and we will have
a one-hour guided tour. Then, we will drive down the Royal Mile and visit Holyrood
Palace, where we will learn about some of Scotland’s most famous kings and queens.
The afternoon is free for shopping in Princes Street and the Royal Mile. In the evening,
we will enjoy a performance of Scotland in Song and Dance accompanied by a haggis
supper (haggis is the national dish of Scotland).
Day 2:
ST ANDREWS AND FALKLAND PALACE
Today, we’ll travel to St Andrews, a quaint fishing town to the north of Edinburgh. It has
got the oldest university in Scotland (built in 1413) and the town also claims to be the
home of golf. On our way back, we’ll have a tour of Falkland Palace. Lunch is included.
If you’re not too tired, why not see a play or a show in the evening? The Edinburgh
Festival is one of most exciting festivals in Europe!
1. The tour of the castle will take .

2. Princes Street is a good place for people who want to .
3. is a kind of food.
4. The in St Andrews is over 600 years.
5. The tourists don’t have to pay for on the second day.

1. Where are the tourists going to stay in Edinburgh?

2. Where will the tourists visit after Edinburgh Castle?

3. What is St Andrews?

4. Which sport was first played in St Andrews?

5. What can you do at the Edinburgh Festival?


Test 6: Units 9-12

1 Match the sentences in A to its continuation in B. (8 points)
A B
1. The service here is terrible. a. Everyone was seasick.
2. That show is a smash hit. b. We need to evacuate the building.
3. The trip was to the desert. c. He is unconscious.
4. Someone has sounded the alarm. d. There have been a lot of complaints.
5. We didn’t enjoy the cruise to the island. e. We caught sight of a dolphin.
6. David fell off the ladder. f. I’m really looking forward to it.
7. It’s freezing cold outside. g. Make sure you wear suitable clothing.
8. That bay was fantastic. h. Luckily, the jeep was air-conditioned.

1. The festival remains / takes place / pulls out every year.
2. Firefighters keep calm / follow instructions / risk their lives to help other people.
3. Valencia is in the east / west / south of Spain.
4. The hotel used the Heimlich manoeuvre / the public address system / CPR to notify guests of the fire.
5. The tickets to the concert were pricey / half-price / value for money, but we decided to buy them.
6. We crossed an old bridge / monument / skyscraper over the River Avon.
7. You are eating too fast. Be careful – you will breathe / bleed / choke.
8. I’m tired. I’d like to cough / freshen up / take my seat before we go out this evening.
1. You should only take a tour with a humid guide.
2. The cuisine of their tour was swimming with dolphins.
3. The guests at the hotel were qualified with the service.
4. Turn right at the end of the stroll and you’ll see the library.
5. The weather was valid in the evenings.
6. I love Indian block. It’s delicious!
7. Lisa went for a highlight in the park.
8. I’m sorry. Your ticket isn’t satisfied.

1. Why have you stopped the car? 4. When will we arrive in Berlin?
a. We’re at a traffic light. a. Let’s look at the feedback.
b. We’re at a junction. b. Let’s look at the itinerary.
2. It’s raining! 5. How did you put out the fire?
a. I’ll wear my waterproof jacket. a. I used the smoke detector.
b. I’ll wear my sandals. b. I used the fire extinguisher.
3. The chef spilt some boiling hot oil. 6. You look so tired.
a. He had bad cuts. a. Why don’t you rest?
b. He had bad burns. b. Why don’t you set out?

Test 6: Units 9-12

prevent w play w reviews w atmosphere w special offer w voucher w worthwhile w protect
accident w reach
1. The Farmer’s Garden restaurant got excellent – let’s go there.
2. The walk to the top of the mountain was difficult but it was .
3. When will we our hotel?
4. There’s a – two nights for the price of one.
5. The Carters saw a great when they were in London.
6. When did the happen? Was anyone hurt?
7. If you lift things carefully, you can back injuries.
8. Lucy’s plane was delayed, so she got a for a free meal.
9. People say that Paris has got an especially romantic .
10. You should wear a hat to you from the sun.

1. There is a beautiful of King Charles on a horse in the centre of town.
2. The doctor sent Patrick for an to find out if his leg was broken.
3. According to the the train should arrive at 17:15.
4. The tourists saw a famous painting by El Greco at the .
5. The chef cut the roast beef with a sharp .
6. Emma’s hotel has got a swimming pool, so she’s taking her with her.
7. You look tired. Do you want to stop and for a few minutes?
8. The of the visit to the palace is one and a half hours.
9. Which do you prefer – cash or credit card?
10. Their hotel is on the of Maple Avenue and Primrose Street.

1 Complete the dialogues with the sentences below. (4 points)
Is he badly hurt? w You can’t miss it. w Have you called an ambulance?
Could you tell us how to get to the Kyoto Sushi Bar?
Dialogue 1
A: 1.
B: Leave the hotel, turn right and walk down King Street. It’s right across from the market.
2.
Dialogue 2
A: A young boy has fallen down the stairs.
B: 3.
A: He’s conscious but his head is bleeding.

B: 4.
A: Yes. They’re on their way.

Test 6: Units 9-12
2 Complete the dialogues with the sentences below. (6 points)

How do you want to pay? w That tour only runs on Saturdays. w It takes about three hours.
It was well-planned and interesting. w My only complaint is that the service was slow.
Do you want three adult tickets?
Dialogue 1
A: 1.
B: No, two adults and one senior, please.

A: That will be £52. 2.
B: Here’s my credit card.
Dialogue 2
A: Were you satisfied with our tour?
B: Yes. 3.
A: And what about the hotel and meals?
B: It was OK. 4.
Dialogue 3
A: Does the See Dublin tour run every day?
B: 5.
A: How long is the tour?
B: 6.

1. The tour of York is a tour.
2. The tour leaves every morning at .
3. Malham is a .
4. The tour is fully booked on Saturday, .
5. The five tickets cost .

1. How long does the tour of York take?

2. On which days does the tour of the Yorkshire Dales take place?

3. Which meal is included in the tour to the Dales?

4. How many tickets does the woman buy?

5. When will the tour arrive back in York?


Test 7 (Units 13-14)
Name: Mark:

1 Read the travel blog. Then answer the questions below. (10 points)
ROBIN’S TRAVEL BLOG
http://www.robin.travel.com
ROBIN’S TRAVEL BLOG

High in the Andes mountain range, Machu Picchu is an amazing
place to visit. You can see old palaces, temples and ordinary
houses, but for me, the best thing about Machu Picchu is the
magnificent view. The Incas built it hundreds of years ago and
abandoned it in the early 16th century. The Incas didn’t write
down their history, so nobody knows why they built Machu
Picchu or why they left it.
Because of its high altitude, some people feel ill when they
visit Machu Picchu, but if you do reach the top, the scenery
all around is breathtaking. It can be crowded because it is an
extremely popular attraction. As a result, the government limits
the daily number of visitors, so it’s best to book your ticket on
the Internet before you leave!
You can get to Machu Picchu by train and then by bus, or you
can trek along the Inca Trail. It usually takes four days and you
have to be part of an organised group.
1. Where is Machu Picchu?

2. What does the writer like about Machu Picchu?

3. Why do we know very little about Machu Picchu?

4. Why does the government limit the number of visitors to Machu Picchu?
5. How long does it take to walk the Inca Trail?

2 Write T (true), F (false) or DS (doesn’t say) next to the sentences. (10 points)
1. The Incas built Machu Picchu in the early 16th century.
2. Sometimes people don’t feel well because Machu Picchu is so high.
3. There aren’t many people at Machu Picchu early in the morning.
4. There is a direct train to Machu Picchu.
5. You cannot trek along the Inca Trail alone.

Test 7: Units 13-14

1 Match the words in A to their meanings in B. (6 points)
A B
1. pedestal a. someone you don’t know
2. signpost b. You usually find a statue on this.
3. stranger c. say you are sorry
4. apologise d. difficult to climb
5. prompt e. This shows you where to go.
6. steep f. very quick
2 Choose the correct continuation or response for each sentence. (6 points)

1. What are you celebrating? 4. You should try to avoid that part of town.
a. I lost my job. a. It has got lots of theatres and cinemas.
b. It’s my birthday. b. It is very pleasant.
c. I’ve got a broken leg. c. There’s a lot of pickpocketing there.
2. What did you put in the safety deposit box? 5. Why do you want to stay in that village?
a. My passport. a. Because it’s really quaint.
b. My clothes. b. It has got deluxe rooms.
c. My toiletries. c. It’s very slow.
3. There was severe weather at the weekend. 6. Our trip to the mountains was disappointing.
a. We went to the beach. a. There was an amazing view from the top.
b. It was good for walking in the mountains. b. The hotels were excellent.
c. We cancelled our holiday. c. It rained all the time.
3 The sentences below do not make sense. Correct them without changing the words in bold. (8 points)
1. Rose was frightened because the weather was really fantastic.
2. The meal was excellent, so we got a refund.
3. I always lock the bed of my hotel room.
4. You can’t take a weapon, for example, a suitcase, onto the plane with you.
5. The security officer helped the thief.
6. The steak was stale, so we didn’t eat it.
7. We took the cable car to the top of the church.
8. I sometimes treat myself to a poison.
A B
1. advance a. weather
2. circular b. icons
3. cultural c. problems
4. severe d. booking
5. surveillance e. camera
6. financial f. route
1. The hotel manager saw the thief on the .

2. The hotel had and closed last month.
3. Big Ben is one of London’s .
4. The show is very popular, so we made an .
5. The plane couldn’t land because of in New York.
6. If you take a , you start and end your trip at the same place.

Test 7: Units 13-14
1. The soup was world-class, so I complained to the waiter.
2. We went on a scenery in the Himalayas.
3. This restaurant’s burglary is duck in an apple sauce.
4. The train was tasteless and I couldn’t find a seat.
5. Mrs Grant reported the trek to the police immediately.
6. Sometimes very small villages can have upset restaurants.
7. The speciality on the journey was breathtaking.
8. The passengers were crowded when their flight was delayed.

disagree w commemorate w courteous w suspicious w waive w deal with w rob w bother w noisy w missing
1. Do you guests’ complaints?
2. These statues the country’s victories in the past.
3. The policemen are trying to find the child.
4. I love this restaurant. The food is good and the waiters are .
5. I’m sorry, but I with you. You’re wrong.
6. Two men tried to the bank yesterday.
7. The manager is busy. Please don’t her.
8. That man looks . Should we call the police?
9. I can’t hear you! It’s very in here!
10. The receptionist agreed to the cancellation fee.

Match the sentences in A to the continuation or responses in B.
A B
1. Where are we meeting the group? a. It was completed 50 years later.
2. My name is Amy Harris. b. Please accept my apologies.
3. What’s the problem, sir? c. Outside the Old Oak pub.
4. They started building the church in 1567. d. Some bits are steep, but it’s worth it.
5. How tall is the building? e. A suspicious man is loitering at the hotel entrance.
6. How long have those boys been here? f. It’s almost 50 metres high.
7. My steak is overdone. g. I don’t recognise her.
8. Who is that woman over there? h. I’m your guide today.
9. Is the mountain trek difficult? i. In that case, we will waive the cancellation fee.
10. Mr Hall can’t come because his wife is ill. j. About half an hour.

Test 7: Units 13-14

1 Listen to the conversation and circle the correct answers. (10 points)
1. A guest complained about the rude / slow / inefficient service in the restaurant.
2. Two / Three / Four waiters didn’t come to work today.
3. Dr Ellis’ chicken / steak / soup was tasteless.
4. Some guests complained about their room’s sink / shower / view.
5. Mr and Mrs Norton cancelled because of severe weather / financial problems / an accident.

1. How many complaints about the restaurant were there?

2. Where did the guest have his free coffee and cake?

3. What did Lucy offer Dr Ellis?

4. Where did Lucy put the guests from room 432?

5. What injuries has Mr Norton got?


Name: Mark:

1 Read the online brochure. Then complete the sentences below. (10 points)
http://www.visitindia.net.com
Home Attractions Tours About Us
VISIT AGRA!
Agra is one of India’s most exciting cities. It is situated in the north of India and is easily
reached from the capital, Delhi, and from Jaipur, India’s famous “Pink City” with its
beautiful palaces.
The Taj Mahal

This has to be the cultural icon of India! Built between the years 1631 and 1643, this grand
white marble structure symbolises the love one of the rulers of India, Shahjahan, had for
his wife, Mumtaz Mahal, who died in 1631. It is a truly breathtaking sight and will make
any visit to India an unforgettable experience. Open from sunrise to sunset, from Saturday
to Thursday. Foreign tourists pay 750 rupees entrance fee and children under 15 are free.
Leave all your food, mobile phones, etc. at the entrance.
The Red Fort

The Red Fort was built by three different rulers from 1565 until the middle of the 17th
century. Its huge, stone walls are 20 metres high, and although it was first built for military
uses, other buildings, including palaces, were added later. The Musamman Burj tower is
particularly beautiful. Entrance fee for foreigners is 300 rupees, children under 15 are free.
While in Agra, enjoy some tasty, spicy food in one of the many excellent
restaurants. We recommend kulfi, the delicious sweet Indian ice cream!
1. The Taj Mahal took years to build.

2. The Taj Mahal is made of .
3. The entrance fee to the Taj Mahal for an adult is .
4. The Red Fort’s walls are high.
5. The Musamman Burj is a beautiful .

1. Which city is called the Pink City?

2. Who was Mumtaz Mahal?

3. On what day is the Taj Mahal closed?

4. How much does it cost for children to enter the Red Fort?

5. What is kulfi?


Test 8: Units 13-16

1. How is your new job? 5. Where was your hotel?
a. It’s challenging. a. It was in the heart of London.
b. It’s punctual. b. It was at the foot of a mountain.
2. Which wine should we order? 6. Have you got any fruit?
a. Let’s call the cashier. a. Yes, we’ve got fresh peas.
b. Let’s call the sommelier. b. Yes, we’ve got fresh pineapple.
3. That is an interesting monument. 7. Tim and Jane ate in an expensive restaurant.
a. It represents a famous battle. a. They decided to treat themselves.
b. It commemorates a famous battle. b. They decided to cut costs.
4. Can you call the police? 8. Where is Bill?
a. Someone is loitering outside my room. a. He is on sick leave.
b. Someone has broken into my room. b. He has taken time off.

1. I love my job. It is so dull / stressful / fulfilling.
2. Danielle got the job because she is reliable / inefficient / rude.
3. We couldn’t eat our steaks because they were grilled / overdone / fresh.
4. The hotel manager told the waiter to argue / apologise / ignore to the guest.
5. Josh worked so well that he got a salary / burglary / bonus at the end of the month.
6. Can you bring me some croutons / pastry / lettuce for my soup?
7. James, please set / clear / break the dishes on table 3.
8. Please send for security! There’s a strange man hanging around / doing his best / making an effort
outside my room.
1. Amy stayed in a mashed village in the Lake District.
2. The hotel manager agreed to improve the cancellation fee.
3. I don’t like crowds, so I increase big cities.
4. Jan ordered upset potatoes with her fish.
5. The tourists were courteous because the play was fully booked.
6. That restaurant has to avoid its service.
7. What can we do to waive the number of tourists who stay at our hotel?
8. The maître d’ was very quaint and helpful.
4 Match the sentences in A to the responses in B. (6 points)

A B
1. Those people are creating a disturbance. a. We were quite confused.
2. Josh is extremely health-conscious. b. It saved a lot of time.
3. We took the cable car to the top of the mountain. c. It was built to celebrate a Roman victory.
4. The signposts weren’t clear. d. We should call a security officer.
5. I think you have made a mistake. e. This is the wrong bill.
6. That’s a beautiful arch. f. He only eats low-calorie meals.

Test 8: Units 13-16

dedicated w criticism w scenery w crowded w stuffed w cutlery w spicy w gluten-free
change of plan w strengths
1. The on the cruise was breathtaking.
2. We’ve had a . We’re going to Sweden on Monday instead of Tuesday.
3. Robert is one of the company’s most employees.
4. Does the hotel restaurant serve desserts?
5. Steve’s problem is that he doesn’t take well.
6. The food was too – I couldn’t finish my meal.
7. These tomatoes are delicious!
8. The restaurant is . I don’t think we’ll find a free table.
9. One of Kate’s is her ability to keep calm under pressure.
10. The is dirty. Let’s complain to the waiter.

1. When you leave the house, please make sure you the door.
2. We haven’t got time to sit at a table. Have you got a menu?
3. The service at the restaurant was excellent, so Jake gave the waiter a big .
4. Crabs and shrimps are kinds of .
5. We bought that bread last week. It is now.
6. The Andes is the longest in the world.
7. The chef prepared a delicious for the salad.
8. At the end of the meal, Mr Hopkins checked the and paid it.
9. We asked for our money back, but the hotel manager didn’t give us a .
10. That man is a total . I’ve never seen him before.

Match the sentences in A to its continuation in B.
A B
1. The statue is almost 20 metres high. a. Let me offer you a free drink at the bar.
2. Would you like to order now? b. About 30 minutes.
3. I hope you’re not going to fire me. c. It was completed in 1867.
4. I think we’ve got a problem. d. Rare, please.
5. How would you like your steak? e. What’s wrong?
6. I’d like to make it up to you. f. I’ll try to improve.
7. How long has that man been there? g. It’s our most popular dish!
8. We should expand our menu. h. No, I’m not ready yet.
9. What would you like for your main course? i. We should cater to our health-conscious
10. Could you tell me more about the chicken Kiev? customers.
j. I’d like the fish, please.

Test 8: Units 13-16

1. The waitress recommends the soup.
2. The customer’s wife orders duck in sauce.
3. The customer orders sautéed as a side dish.
4. The customer and his wife want to drink wine.
5. The customer’s wife would like to try the salad for dessert.

1. What starter does the customer’s wife order?

2. What will the customer have as a starter?

3. How does the customer like his steak?

4. What kind of potatoes does the customer’s wife order?

5. Which dessert does the customer like?


Name: Mark:

1 Read the e-mail. Then complete the sentences below. (10 points)
To: Jack Howard, Express Supplies

From: Tracy Fletcher, Lansdowne Hotel
Subject: Complaint
Dear Mr Howard,
You have been our supplier for the last five years. At first, your service was excellent,
however over the last year, there have been a lot of problems.
Your last three deliveries were all late. Last month, we ordered Earl Grey tea and you sent
us ordinary tea. In that same order, you supplied us with 12 cartons of sachets of coffee
when we only ordered 10.
I received your latest delivery this morning (three days late). First of all, when I checked the
expiry date of the creamer, I noticed it expires next week. In addition, you sent us bottles of
orange juice instead of cartons, and you didn’t send any grapefruit juice at all – we ordered
five cases. Finally, your invoice was wrong and you charged us £475 instead of £425.
A hotel like ours must have a reliable supplier and prompt delivery is very important to us.
This situation cannot continue. Unless things improve immediately, we will be obliged to
look for a new supplier.
Yours sincerely,
Tracy Fletcher
1. Tracy Fletcher works at .

2. The hotel didn’t receive the right kind of .
3. The hotel ordered 10 .
4. The hotel ordered of orange juice.
5. The hotel ordered five cases of .

1. When did the hotel start working with the supplier?

2. What complaint does Tracy make about all of the recent deliveries?

3. What was wrong with the creamer?

4. How much did the hotel’s order cost?

5. What will happen if the supplier’s service doesn’t improve?


Test 9: Units 17-18

1 Choose the word or expression that doesn’t belong. (5 points)
1. dustpan w duvet cover w pillow case w mattress protector
2. bridesmaid w groom w events organiser w maid of honour
3. presenter w centrepiece w table skirting w chair cover
4. whiteboard w screen w speech w speakers
5. duster w bucket w creamer w mop
2 Write the word or expression next to the description. (6 points)

1. a bride’s flowers
2. You write on a whiteboard with these.
3. You wash your hair with this.
4. a party after the wedding ceremony
5. You can buy everything you need here.
6. coffee, tea, snacks at a conference or meeting
3 Choose the correct continuation. (5 points)

1. The microphone isn’t working. 4. The bar is short of rum.
a. I can’t see the presentation. a. We don’t need any more.
b. I can’t hear the speaker. b. We should order some.
c. It’s very hot in here. c. We haven’t got any at all.
2. Have you got a broom? 5. The best man gave a toast at the wedding.
a. I want to clean the room. a. It was delicious.
b. I want to change the linen. b. It was quite dull.
c. I want to fix the television. c. It was very inefficient.
3. What is the shelf-life of coffee?
a. One and a half litres.
b. Quite a long time.
c. Three times a day.
4 Choose the correct answer. (4 points)

1. The speaker went up to the workshop / podium / agenda and began to talk.
2. Please order some more pots / sachets / rolls of ketchup.
3. Be quiet! I’m trying to count / spoil / trust these bottles of wine.
4. We always try to keep at least 10 kilos of steak overstocked / online / on hand.
1. We chose the bride option, so our guests didn’t pay for their drinks.
2. Let’s open a guarantee of champagne to celebrate!
3. Can Eva photocopy the shelf before the meeting?
4. I’d like another handout of peanuts.
5. Put the jam on the supplier, next to the ketchup.
6. The packet wore a beautiful white dress.
7. This microwave comes with a three-year open bar.
8. Our bottle will send us the hospitality products tomorrow.

Test 9: Units 17-18
A B
1. colour a. gel
2. shower b. chart
3. top c. scheme
4. best d. man
5. flip e. card
6. place f. table
1. The bride and groom sit at the .

2. Your says that you are sitting at table number 12.
3. Please look at the and you will see our sales for last year.
4. Room 413 hasn’t got any .
5. The is often the groom’s good friend.
6. The for the wedding is blue and white.

get married w receive w throw out w invoice w conditioner w run out of w buffet w attend w case w quantity
1. How many people are going to the conference?
2. Abbie and Mark are going to on 8th August.
3. There isn’t any in the bathroom.
4. that bread! It’s stale.
5. We need a large of potatoes for the meal.
6. The caterer is organising a for the wedding.
7. I’m sorry. There’s a mistake in this .
8. We’re going to eggs soon. Let’s order more now.
9. Please send us another of cola.
10. When did you that e-mail?

Match the sentences in A to its continuation in B.
A B
1. How many packs of creamer are there? a. Fifteen, but Linda is ill so she might not come.
2. What’s on the agenda? b. No, we should order more.
3. When will the florist be coming with the c. Coffee, tea and sandwiches, please.
centrepieces? d. It’s two months from now.
4. What equipment do you need? e. At three o’clock.
5. Could you have a look at the expiry date? f. Certainly. What do you need?
6. How many people will be attending? g. A projector, screen, microphone and podium.
7. Have we got enough beer? h. Presentations in the morning and workshops
8. I’d like to place an order for some hospitality after lunch.
products. i. Five.
9. I think we’re a bit short of tea. j. Let’s order some now.
10. What refreshments would you like?

Test 9: Units 17-18

1. The wedding is on .
2. There will be guests.
3. The colour scheme will be lilac and .
4. When the guests arrive, they will get .
5. There will be a bar.
2 Listen again and write T (true), F (false) or DS (doesn’t say) next to the sentences. (10 points)
1. Barbara Henderson’s son is getting married.
2. The wedding will be in a marquee.
3. They want to have 12 people at each table.
4. The centrepieces will have lilac flowers.
5. There will be wedding favours on the tables.

Name: Mark:

1 Read the e-mail. Then complete the sentences below. (10 points)
To: Julie White, Events Organiser, Castle Tower Hotel

From: Glen Boswell
Subject: Event Confirmation
Dear Ms White,
It was a pleasure to meet you yesterday. My wife and I were most impressed with the setting
of the hotel and the services you offer.
As we discussed, our daughter is getting married on 14th July, and we are interested in
holding the wedding reception at your hotel. There will be approximately 250 guests, and we
would like your waiters to greet each person with a glass of champagne. Please arrange tables
for 10 people each (with place cards). The colour scheme will be lilac, and we would like
centrepieces with flowers and candles. We are interested in having a three-course meal with
both white and red wine, and we would like a cash bar.
We will be happy to accept the complimentary overnight accommodation your hotel offers the
parents of the bride and groom. Please advise us of the discount you offer on accommodation
for our guests who want to stay over. We would also be grateful if you could send us
examples of the invitations, menus and place cards that are included in the price.
We look forward to receiving your confirmation of the above.
Yours sincerely,
Glen Boswell
1. Glen Boswell is the father of the .

2. There will be guests at the wedding.
3. The guests will get when they arrive.
4. Guests will be able to choose from kinds of wine.
5. The guests will pay for their .

1. Who is Julie White?

2. What is the date of the wedding?

3. How will the guests know where to sit?

4. Who doesn’t have to pay for accommodation?

5. What does the hotel offer guests who want to stay over?


Test 10: Units 17-20

1. Leo and Emma are on their honeymoon. 5. Anna doesn’t want to work at weekends.
a. They’ve just got married. a. She should be more flexible.
b. They’re newlyweds. b. She should be more energetic.
2. Did we get the shower gel we ordered? 6. What’s your marital status?
a. Let’s look at the invoice. a. Single.
b. Let’s look at the guarantee. b. Divorced.
3. Fiona wants to be reception manager. 7. There’s water on the bathroom floor.
a. She’s very easy-going. a. I’ll bring a broom.
b. She’s very ambitious. b. I’ll bring a mop.
4. Luke is giving a presentation tomorrow. 8. Does the candidate know how to use Excel?
a. He needs a podium. a. Let’s check her personal details.
b. He needs a flip chart. b. Let’s check her computer skills.
1. The pillow cases for the wedding is pink.
2. We need to spoil more workers in the summer.
3. I hope the bad weather won’t attend the wedding.
4. How many refreshments does Mick speak?
5. There were no foreign languages on the bed.
6. About twenty people will receive the presentation.
7. The colour scheme at the conference were delicious.
8. We must recruit our order by 7th May.
3 Match the sentences in A to its continuation in B. (6 points)

A B
1. It’s an open bar. a. I can’t hear a thing.
2. We’re short of beer. b. It will improve in time.
3. The speakers aren’t working. c. You don’t have to pay.
4. We order our supplies online. d. It’s only until the end of July.
5. It’s a temporary job. e. It’s much quicker than the shops.
6. The starting salary is quite low. f. Let’s order more.

under pressure w reference w abroad w estimate w shift work w range
job description w educational background w advanced w run out of
1. Lucy took an course in hotel management.
2. The events organiser gave us an for the wedding reception.
3. According to the , I will be responsible for all tour groups.
4. Nick got an excellent from his last boss.
5. Chloe travels all the time.
6. Our tourist agency offers a wide of tours in London.
7. When you work , it is important to keep calm.
8. Unfortunately the hotel has bread.
9. What is your ? Did you go to university?
10. I don’t like . I want a 9-5 job.


1. The presenter gave everyone 5. Our didn’t deliver our order on time.
at the beginning of his talk. a. supplier
a. centrepieces b. goods
b. handouts c. brands
c. workshops 6. The food at the wedding was excellent. They
2. What is on the for today’s meeting? had an excellent .
a. top table a. bridesmaid
b. buffet b. toast
c. agenda c. caterer
3. Chris should get the job. He’s very . 7. Steve studied at university. He’s got a .
a. careless a. Bachelor’s degree
b. anxious b. certificate
c. responsible c. formal training
4. Can I have some for my coffee? 8. Lisa is very and doesn’t speak very much.
a. peanuts a. introverted
b. creamer b. diligent
c. conditioner c. outgoing

1. A man who is getting married is called the .
2. Natalie speaks three languages. She is in English, French and German.
3. I’ve got three years’ working in a hotel reception.
4. Mrs Rose is sixty-three. She’s going to from her job soon.
5. You write on a whiteboard with a .
6. I wanted to wash my hair, but there wasn’t any in the bathroom.
7. Alice’s is 13th January, 1995.
8. The bride was holding a beautiful of flowers in her hand.
9. You can buy everything you need at a .
10. Most young people between the ages of twelve and eighteen study at a .

Match the questions in A to the responses in B.
A B
1. How many people will be attending a. We can deliver it on Friday, between
the conference? 10 and 12.
2. What’s on the agenda? b. Yes. I worked at the Regency for three
3. What refreshments would you like? years.
4. When will the florist be coming with c. Yes. They match the colour scheme.
the centrepieces? d. In about one hour.
5. When can you deliver the order? e. I did a two-year vocational course
6. Can you tell me about your educational in tourism.
background? f. About 35.
7. Have you got experience working in a hotel g. Two presentations and a lecture.
reception? h. No, we’ve run out.
8. Are these the chair covers we ordered? i. I’m trustworthy and creative.
9. Have we got enough tea? j. Tea, coffee and cake.
10. Why do you think you are a good candidate
for the job?


1. There are bottles of shower gel in a case.
2. Jack orders 20 of toilet paper.
3. comes in sachets.
4. Jack orders 12 cases of .
5. The supplier will deliver the order on .

1. How many cases of shower gel does Jack order?

2. What colour toilet paper does Jack require?

3. What snack does Jack order for the minibars?

4. How many bottles of cola are there in a case?

5. What is happening at Jack’s hotel on Saturday?


Midterm Test (Units 1-12)
Name: Mark:

1 Read the e-mail. Then circle the correct answers below. (10 points)
From: margaretp@mail.home.uk
To: alisonp@mail.home.uk; davidp@mail.home.uk
Subject: Amsterdam
Dear Alison and David,

We arrived in Amsterdam on Tuesday. There was a little turbulence as we were landing, but in the
end everything was OK. Our hotel is in the city centre, within walking distance of many popular
attractions. It was boiling hot when we arrived, and when we got our room we realised that the
air-conditioning wasn’t working. The man from maintenance couldn’t repair it, so the hotel
upgraded us to a very luxurious room! It is so spacious and has got a great view!
The museums are very impressive here, but sometimes the queues can be quite long. We took a tour
of the canals – did you know that Amsterdam is called the Venice of the North? It has got
100 km of canals and 1,500 bridges! Many people travel around the city on bicycles, so we rented some.
I’m afraid I wasn’t very good at riding my bike and I almost crashed into another cyclist.
Must go now – Dad is taking me out for a gourmet meal this evening, so I want to get ready!
Love,
Mum
1. Margaret is pleased with the of her hotel. 4. Margaret and her husband had a problem with
a. location some museums because .
b. hospitality a. the museums’ entrance fees were expensive
c. security b. they had to wait a long time to get in
2. Margaret can get to many places from c. the museums weren’t interesting
her hotel . 5. Margaret and her husband are planning to .
a. by bike a. rent a bike
b. by boat b. have a special meal
c. on foot c. go to Venice
3. Margaret’s room is .
a. convenient
b. quaint
c. big

1. How did Margaret travel to Amsterdam?

2. In which season did Margaret and her husband most likely travel to Amsterdam?

3. Why did the hotel upgrade their room?

4. What is another name for Amsterdam?

5. Why did Margaret decide to rent a bike?


Midterm Test: Units 1-12

1. cash w receipt w banknotes w coins
2. beautician w lifeguard w masseur w captain
3. landmark w hill w valley w cliff
4. cuts w burns w poison w slips
5. coach tour w campsite w resort w youth hostel
6. hatchback w model w minivan w saloon
7. mushrooms w asparagus w roast beef w green beans
8. shuttle w stairs w lift w escalator
9. towel w toiletries w sink w kettle
10. Polish w Switzerland w Netherlands w Denmark

1. Where is Mr Black? 4. How would you like to pay?
a. He got held up. a. By credit card.
b. He got cut off. b. With a traveller’s cheque.
2. What kind of ticket would you like? 5. What kind of car would you like?
a. Economy class. a. One with power steering.
b. One-way. b. One with mileage.
3. Mr and Mrs West didn’t like their hotel room. 6. Have you got a double room on 2nd July?
a. It was exclusive. a. I’ll check hospitality.
b. It was dirty. b. I’ll check availability.

qualified w delayed w public transport w sold out w charming w cuisine
accident w pier w damaged w pamphlet
1. This restaurant specialises in French .
2. I stayed at a hotel in the Black Forest.
3. When I go on holiday, I like to use , especially buses and trains.
4. According to the , there are walking tours every day.
5. The flight to Geneva was because of bad weather conditions.
6. Our company only employs tour guides.
7. You can sit at the end of the and watch the sea.
8. The tourists arrived late because of a serious on the motorway.
9. Susan’s suitcase was during the flight.
10. The tickets for the play were , so our friends went to a concert.

1. I’m flying to Tokyo, but I’ve got a cruise in Moscow.
2. Lisa couldn’t eat the food. It had too much extension in it.
3. My bag is very heavy. I can’t explore it.
4. What a surprise. I didn’t prefer to see you here.
5. We went on a garlic in the Mediterranean Sea.
6. Have we got enough time to expect the old city?
7. No, this isn’t Miss Carter’s layover. Try 312.
8. Which do you lift? Red wine or white wine?
5 Write the correct word next to the description. (8 points)

1. People in this hotel department repair things that don’t work.
2. You use this to clean your teeth.
3. twelve o’clock in the afternoon
4. a hot place with very little water
5. You use this to listen to music on an aeroplane.
6. You need to show this to get on a plane.
7. Tea, coffee and cola are examples of these.
8. You open a bottle of wine with this.

1. Anne chose sea bass for her main course and ice cream for her .
2. The plane is going to land. Please you seatbelt.
3. For security reasons, you mustn’t leave your luggage .
4. After you pass through passport control, you will find your suitcase on the .
5. We took some bottles of cola and water from the in our hotel room.
6. The for the flight to New York is £800.
7. Our meal was delicious. The who prepared it is world-famous.
8. Tim asked for , so the price for his hotel room includes breakfast and dinner.

A B
1. I’d like you to collect some laundry. a. Certainly. It’s on the ground floor.
2. I noticed that the mirror in room 217 b. No, I’m afraid it’s been delayed.
is broken. c. Every 20 minutes.
3. Can you tell me where I can find the spa? d. No problem. Someone will be up in a moment.
4. I’d like to book a standard room, please. e. Please put your seat in the upright position.
5. How often does the shuttle leave? f. Certainly. For which dates?
6. We’re preparing for landing. g. We’ll return it within 24 hours.
7. When will I get the laundry back? h. Please evacuate the building.
8. I’d like to confirm that my flight i. Please report it to maintenance.
is leaving on time.
j. Here’s my driving licence.
9. Can I see some ID, please?
10. There is a fire in the restaurant.


1 Listen to the conversation between Mike and Jane and complete the sentences. (10 points)
1. Mike and Jane will spend days in Munich.
2. The hotel in Munich costs euros a night.
3. They have booked a standard car.
4. They couldn’t go to the hotel they wanted in Berlin because it was .
5. They will drop their car off at the in Berlin.
2
Listen again and answer the questions. (10 points)
1. How many days will they spend in Berlin?

2. What did the hotel in Munich offer the couple?

3. What is the weather like in Munich?

4. Why is Jane disappointed with the location of the hotel in Berlin?

5. How will Mike and Jane travel when they are in Berlin?


Final Test (Units 1-20)
Name: Mark:

1 Read the report. Then write T (true), F (false) or DS (doesn’t say) next to the sentences below. (10 points)
To: Mrs Jenny Dempster, Hotel Manager

From: Harry Hall, Head of Security
EMERGENCY REPORT
On Thursday, 5th October at 19:53, we received a call from Jackie
Vincent, the reception manager, informing us of a fire in the hotel
restaurant. A candle on a table fell and set fire to the tablecloth and
some curtains. The fire spread quickly and the restaurant staff
immediately evacuated the restaurant and called reception.
I arrived at the restaurant at 19:55 and realised that the situation was
serious. We sounded the fire alarm and I advised reception to evacuate
the whole hotel. The fire brigade was informed and two fire engines
arrived at 20:05. It took them about 10 minutes to put out the fire.
The evacuation was conducted quickly and efficiently with staff
members on every floor to help the guests. One man slipped as he was
going down the stairs and received a back injury. A small child had
breathing difficulties because of the smoke. One lady fainted after she
got out of the hotel. The man and the child were taken to hospital by
ambulance.
At 20:30, my team checked the whole building to make sure there
was no danger, and by 20:45 we were able to allow the guests to
return to their rooms.
1. Harry Hall heard about the fire from the restaurant staff.
2. Only the restaurant was evacuated.
3. Harry Hall called the fire brigade.
4. One guest hurt his back.
5. The injured child stayed in the hospital for the night.

1. Where did the fire start?

2. How did the fire start?

3. What happened at five to eight?

4. How long did it take for the fire brigade to get to the hotel?

5. Who assisted the guests as they left the building?


Final Test: Units 1-20

1. Joe is a really nice person, but he is so helpful / amusing / disorganised.
2. The customers didn’t like the soup. They said it was mouth-watering / tasteless / overdone.
3. We need to order another case / roll / packet of orange juice.
4. How many people are going to attend / postpone / confirm the meeting on Tuesday?
5. I’m sorry. This ticket isn’t satisfactory / scheduled / valid for travel on this date.
6. Don’t give Olivia the job. She’s totally industrious / unsuitable / punctual.
7. When you work with customers, you must have excellent people skills / personal details /
career objectives.
8. I’m going to Moscow next week. What is the foreign currency / local currency / exchange rate
for the rouble?
2 Write the correct words next to the description. (10 points)

1. A person who has got a degree from a university.
2. the husband of the bride
3. The waiter who is responsible for all the wine.
4. A general name for knives, forks and spoons.
5. stealing from shops and houses
6. You should cross the road on this.
7. This shop sells flowers.
8. free of charge
9. the currency in Britain
10. The place you are going to.

1. There’s a problem with the flight. 4. The waiter was very rude.
a. It’s overbooked. a. He ignored me.
b. It’s upgraded. b. He argued with me.
2. I’m not very hungry. 5. The restaurant isn’t doing very well.
a. I’ll have a light snack. a. They should advertise more.
b. I’ll have a gourmet meal. b. They should confront people.
3. The presentation was a disaster. 6. Our tour guide was excellent.
a. The microphone didn’t work. a. She was exhausting.
b. We forgot to bring the handouts. b. She was extremely knowledgeable.

on duty w short of w time off w refreshments w facilities w in charge of w entertainment w mad about
1. Ed asked for some because his brother was getting married.
2. We’re shampoo – we’ll need to order more.
3. The hotel has excellent such as a fitness centre and a swimming pool.
4. Who is in reception at the moment?
5. Tessa is chocolate. She loves it!
6. The tour guide organised some great for us in the evening.
7. Are you the bar?
8. The participants at the conference will get after the first presentation.

1. We paid a small refund when we booked our hotel room.
2. The Indigo Restaurant is going to increase two new waiters this summer.
3. I always try to hire crowds when I go on holiday.
4. Ellie changed a small deposit of dollars for local currency.
5. The manager offered us a service because we found a spider in our salad.
6. Is she telling the truth? Do you think we can avoid her?
7. Your prices are very low. You should trust them.
8. The amount at the restaurant was very slow.

1. Jim invited Liz for a meal at a trendy French in the centre of town.
2. The customs officer asked me to open my .
3. Banks sometimes charge a for transactions that they make.
4. I was cold while I was flying to New York, so I asked the to bring me a blanket.
5. My suitcase weighs 27 kg, but the is only 23 kg.
6. Steven’s is 16th October, 1994.
7. Megan speaks two foreign languages. She’s in French and Spanish.
8. Chris and Julia got married yesterday. They’re on their now.
9. Sally is unhappy with her salary. She is going to ask her boss for a .
10. The train tells you when all the trains arrive and depart.

Circle the correct response.
1. I’d like to book a one-way ticket from London 6. Is there a good place to eat around here?
to Copenhagen. a. Yes, but it’s a bit pricey.
a. Will that be business class or economy class? b. I’d suggest you try Casa Luigi.
b. For what date? c. Both a and b.
c. Both a and b. 7. A young child has slipped and fallen in the lobby.
2. We’re preparing for landing. a. Is he badly hurt?
a. Please put your seat in the upright position. b. Is anyone giving him first aid?
b. May I see your boarding pass, please? c. Both a and b.
c. Both a and b. 8. The food in the restaurant was terrible.
3. Where is the lift? a. Please accept my apologies.
a. It’s down the corridor, on your left. b. Let me offer you free cake and coffee.
b. You can take a number 10 bus. c. Both a and b.
c. Both a and b. 9. How would you like your steak?
4. The television in room 213 isn’t working. a. Well-done, please.
a. I’ll report it to maintenance. b. Rare, please.
b. We’ll return it within 24 hours. c. Both a and b.
c. Both a and b. 10. Why do you think you’re a good candidate
5. Would you like to order a starter? for this job?
a. Yes, please. I’ll have the cheesecake. a. I’m rude and efficient.
b. Yes, please. I’ll have the tomato soup. b. I’m conscientious and reliable.


1. Greg has been with the company for .
2. One of Greg’s best qualities is his .
3. Mrs Hunter is a little worried because Greg is quite .
4. Greg’s starting salary was £ per annum.
5. Mrs Hunter says that Greg’s request for a pay rise is .

1. How often does the company have employee evaluations?

2. Why do customers and staff like Greg?

3. What mistake did Greg make when he planned a tour in Chester?

4. How much does Greg think he should earn?

5. When do they decide to discuss Greg’s salary again?


Tests Answer Key
Certainly. What kind of accommodation
Karen:
1 Units 1-2 would you like?
We’re looking for something that doesn’t cost
Paul:
Reading Comprehension, page 46 too much.
1 1. DS 2. T 3. F 4. F 5. DS Well, for people on a small budget, we’ve got
Karen:
2 1. 15 minutes a nice 2-star hotel, a self-catering flat or a
youth hostel.
2. traditional and vegetarian meals
We don’t want a youth hostel. How much
Paul:
3.
£150 per night does the hotel cost?
4. up to five people It costs 22 euros a night.
Karen:
5. five nights I see. And how much does the self-catering
Paul:
flat cost?
Vocabulary, page 47 We’ve got a very nice flat, although it’s a bit
Karen:
1 1. December 4. confirm small – it costs 30 euros a night.
2. museum 5. kitchen Paul: Is it near the city centre?
3. valuables 6. liquid Not really, but the public transport is very
Karen:
good. How long will you be staying?
2 1. b 2. d 3. a 4. e 5. f 6. c Paul: Three nights.
1. boarding pass 4. youth hostel Oh, I’m sorry. The minimum stay is five nights.
Karen:
2. city centre 5. aisle seat Paul: Then we’ll take the hotel.
3. business class 6. public transport A good choice. It’s in the historic district. I’m
Karen:
sure you’ll love it! What dates shall I book?
3 1. cruise 5. airlines
Paul: From 24th to 27th July, please.
2. fare 6. vegetarian meal
Excellent. Paul, do you need to book your
Karen:
3. safari 7. first flights, too?
4. return 8. March Paul: No, thanks. We’ve already got our tickets.
4 1. unattended 5. sharp object
2. scheduled 6. destination 1 1. Prague 4. five
3. check-in desk 7. delayed 2. youth hostel 5. 27th
4. Non-stop 8. suitcase 3. city centre
2 1. two 4. 30 euros a night
page 48 2. 2-star hotel 5. three nights
5 1. shop 6. on time 3. 22 euros a night
2. book 7. excess weight
3. minimum stay 8. March
4. luggage tag 9. arrive 2 Units 1-4
5. upgraded 10. accommodation
Reading Comprehension, page 50
6 1. Boarding 4. August
1 1. F 2. T 3. F 4. T 5. DS
2. cancelled 5. budget
2 1. Budapest
3. club 6. restaurant
2. next to the window
Functional Language 3. the hotel
1. e 3. d 5. a 7. c 9. f 4. a standard car
2. j 4. b 6. h 8. i 10. g 5. He strongly recommends them.
Listening Comprehension 2 , page 49 Vocabulary, page 51

1 1. February 4. November
Good morning, Flyaway Travel Agency.
Karen:
Karen speaking. 2. July 5. May
Hi. My name is Paul Becker. My friend and I
Paul: 3. August
are travelling to Prague next month and we’d 2 1. first 4. twelfth
like information about accommodation.
2. sixth 5. fourth
3. third

Tests Answer Key
3 1. safari 3. petrol
Well, you can fly from London to Florence. The
Zoe:
2. electronic devices 4. receipt flight takes about two and a quarter hours.
4 1. b 2. e 3. d 4. a 5. f 6. c Tom: OK, so how much will all this cost?
It depends on the ages of your children. How
Zoe:
5 1. b 2. a 3. a 4. c 5. a
old are they?
page 52 Tom: They’re six, eight and eleven.
I see. Well, flights and accommodation for the
Zoe:
6 1. sharp objects
five of you will be £2,300. That doesn’t include
2. emergency assistance renting a car.
3. layover OK. I want to talk to my wife and I’ll get back
Tom:
4. promenade to you later today. Will that be alright?
5. tank Zoe: Certainly. No problem.
6. organised tours
7. compensation
1 1. five 4. Florence, Italy
2. 2nd to 16th August 5. £2,300 (+ car)
7 1. non-stop 5. damaged
3. self-catering
2. fill up 6. fare
3. cabin crew 7. valuables
2 1. Sienna
2. Because it will be easier and cheaper.
4. resort 8. carousel
3. six, eight and eleven
8 1. delayed 6. youth hostel
4. two and a quarter hours
2. self-catering 7. landmark
5. He wants to talk to his wife first.
3. fill up 8. headset
4. fasten 9. overhead compartment
5. exchange rate 10. queue 3 Units 5-6
Functional Language Reading Comprehension, page 54
1. g 3. i 5. c 7. j 9. b 1 1. T 2. F 3. T 4. DS 5. F
2. d 4. e 6. a 8. h 10. f 2 1. north west Ireland
2. standard and deluxe rooms
Listening Comprehension 3 , page 53 3. Irish, French and Italian
Hello, Golden Sun Tours. Zoe speaking.
Zoe: 4. book two or more massages
How can I help you? 5. three nights
Hello. I’d like to book a holiday in Italy with
Tom:
my family. Vocabulary, page 55
Certainly, sir. Do you know where you’d
Zoe: 1 1. Dutch 4. guest
like to go? 2. hotel suite 5. key card
Tom: We’d like to go to Tuscany. 3. Ireland 6. lounge
Zoe: And what are your travel dates?
2 1. d 2. c 3. e 4. a 5. f 6. b
Tom: From 2nd to 16th August.
1. luggage storage 4. shop assistant
I see. How many people are travelling and
Zoe:
2. expiry date 5. half board
what kind of accommodation would you like?
3. high season 6. continental breakfast
There are five of us – my wife, myself and our
Tom:
three children. We’d like a self-catering holiday. 3 1. convenient 5. business centre
Great. We’ve got a lovely farmhouse near
Zoe: 2. light snack 6. registration form
Sienna which is ideal for a family of five, and 3. check-out time 7. complimentary
it’s an ideal location for travelling around.
4. fully booked 8. non-smoking
OK. What about transportation? Is there a
Tom:
good public transport service? 4 1. floor 4. reservation
Actually, I’d recommend renting a car. It’s
Zoe: 2. waiter 5. full board
easier and it will probably be cheaper. 3. stairs 6. deposit
I think you’re right, but let’s talk about that later.
Tom:
What flights have you got to offer?

Tests Answer Key
page 56 2 1. T 2. F 3. DS 4. T 5. F
5 1. hospitality 6. across from
2. credit card number 7. newsagent’s
3. noon 8. gourmet meal
4 Units 5-8
4. low season 9. on the right Reading Comprehension, page 58
5. lobby 10. indoor pool 1 1. T 2. DS 3. DS 4. F 5. T
6 1. DJ 5. Switzerland 2 1. next to a beautiful bay
2. florist’s 6. view 2. a games room
3. facilities 7. barman 3. Because it has a business centre and a
4. key card 8. chef conference room.
4. fresh sea bass
Functional Language 5. Because they are always fully booked.
1. h 3. f 5. j 7. e 9. g
2. c 4. b 6. i 8. a 10. d Vocabulary, page 59
1 1. c 2. e 3. d 4. f 5. b 6. a
Listening Comprehension 4 , page 57
2 1. c 2. a 3. c 4. c 5. b 6. b
Daisy: Good afternoon, can I help you?
3 1. view 5. restock
Mr Evans: Good afternoon. I have a reservation.
My name is Evans. E-V-A-N-S. 2. call back 6. sauce
Daisy: Let me see, Mr Evans. What’s your first 3. roast beef 7. blanket
name? 4. provides 8. deposit
Mr Evans: It’s Tom. 4 1. corkscrew 6. room safe
Daisy: And your address, please? 2. dessert 7. lifeguard
Mr Evans: 60 Morton Road, Bristol. 3. Dutch 8. credit card
Daisy: Great. You booked a deluxe room for
4. pillow 9. DJ
three nights, is that correct?
5. florist’s 10. kettle
Mr Evans: Yes, that’s right. Until 9th October. I
asked for bed and breakfast, but I’d like
to change that to half board. Will that be page 60
possible? 5 1. staff 6. towels
Daisy: Of course. No problem at all. Your room is 2. rescheduled 7. lobby
number 672. Here’s your key card.
3. convenient 8. lift
Mr Evans: Thank you. Which floor is it on?
4. starter 9. comfortable
Daisy: It’s on the eighth floor. The lift is on your
right. 5. noon 10. facilities
Mr Evans: Where do I go for my meals?
Functional Language
Daisy: You can get breakfast in the dining room
on the first floor. In the evening, you can 1.
d 3. a 5. j 7. b 9. g
have dinner in our restaurant, Rooftops, 2. i 4. h 6. e 8. f 10. c
on the tenth floor.
Mr Evans: What time are the meals? Listening Comprehension 5 , page 61
Daisy: Breakfast is from 7.30 to 9.30, and dinner
is from eight o’clock until 10.30. Good morning, Woodlands Hotel, Fiona
Female:
speaking. How can I help you?
Mr Evans: Has the hotel got an indoor pool?
Male: Good morning. I’m thinking about booking
Daisy: Yes, we have. It’s on the ground floor, next
a room at your hotel, but I’d like some
to the fitness centre.
information.
Mr Evans: I see. How late is it open?
Certainly, sir.
Female:
Daisy: It’s open until eight o’clock every evening,
Male: First of all, has your hotel got a swimming
except Mondays.
pool?
Mr Evans: Thank you very much!
Yes it has, and we’ve also got a spa and
Female:
Enjoy your stay, Mr Evans!
Daisy: fitness centre.
Male: I see. How many floors has the hotel got?
1 1. Evans 4. three
We’ve got six floors and there are three lifts.
Female:
2. Tom 5. 672
3. 60

Tests Answer Key
Male: Uh huh. What kind of restaurants have you

3 1. d 2. c 3. a 4. e 5. f 6. b
got? 1. respiratory problems
Female: Well there’s the gourmet restaurant, 2. smoke detector
Freddie’s Place, and we’ve also got a lovely 3. railway station
Chinese restaurant.
4. oven mitt
Male: Sounds good. Now, what about the rooms?
5. zebra crossing
Female: We’ve got standard rooms and deluxe
rooms. The deluxe rooms are particularly 6. warning sign
spacious and they’ve got views of the sea.
page 64
Male: Great. Do you offer full board?
Female: Yes, and we also offer half board.
4 1. b 2. a 3. c 4. b 5. a 6. a
Male: I see. What kind of breakfast can I get? 5 1. audience 5. exit
Female: Our hotel offers a buffet breakfast. 2. unconscious 6. elegant
Male: OK. Sounds great. I’d like a double room 3. sharp 7. roundabout
from 14th to 18th July. What is the rate for 4. cuisine 8. poor
full board?
Female: Would you like a standard room or a deluxe
6 1. smoke 5. prevent
one? 2. burns 6. x-ray
Male: Standard, please. 3. prefer 7. reach
Female: Then that would be £300 per night. 4. review 8. protect
Male: And for half board? 7 1. performance 3. pricey
Female: £260. 2. lid 4. broken
Male: OK. Half board, please. What time can I get
my room? Functional Language, page 65
Female: Any time after 2 pm.
1. b 3. j 5. a 7. f 9. g
1 1. spa 4. buffet 2. h 4. e 6. i 8. c 10. d
2. floors 5. double
Listening Comprehension 6
3. sea
2 1. three Jean: Hey, William! I heard you did a great job
yesterday when there was a fire in the
2. a gourmet restaurant kitchen!
3. 14th-18th July William: Thanks, Jean.
4. £300 per night Jean: When did it start?
5. 2 pm William: At 8 o’clock in the morning. I was making
breakfast for room service when I saw the
smoke.
5 Units 9-10 Jean: What did you do?
William: The first thing I did was to call reception and
Reading Comprehension, page 62 report the fire. Then, I tried to put it out with
1 1. DS 2. T 3. F 4. DS 5. F the fire extinguisher, but the fire was too big.
Jean: What happened to Ed? I heard he broke his
2 1. in London leg.
2. ‘We Will Rock You’ William: No, he broke his hand. And poor Liz had
3.
in the West End breathing problems because of the smoke.
4. Italian Jean: Yes, I understand Ed won’t be back at work
5. go on a cruise on the River Thames for some time, and Liz is coming back to
work on Monday.
Vocabulary, page 63 William: Were all the guests OK?
Jean: Yes. We evacuated 86 people altogether.
1 1. between 4. keep calm
One of the guests fainted, but she’s fine
2. infections 5. coughing now.
3. box office 6. faint William: The fire brigade got here very quickly.
2 1. terrible 4. fire Jean: Yes. They arrived about seven minutes after
Mark called them. Thank goodness it all
2. wall 5. hands
ended OK.
3. tea 6. fire

Tests Answer Key
1 1. eight 6 1. statue 6. swimsuit

2. reception 2. x-ray 7. rest
3. hand 3. timetable 8. duration
4. Monday 4. art gallery 9. method of payment
5. fainted 5. knife 10. corner
2 1. in the kitchen
Functional Language
2. making breakfast
3. She had breathing problems. 1 1. Could you tell us how to get to the Kyoto
Sushi Bar?
4. 86
2. You can’t miss it.
5. seven minutes
3. Is he badly hurt?
4. Have you called an ambulance?
6 Units 9-12 2 1. Do you want three adult tickets?
Reading Comprehension, page 66 2. How do you want to pay?
3. It was well-planned and interesting.
1 1. one hour
4. My only complaint is that the service was slow.
2. shop / do some shopping
5. That tour only runs on Saturdays.
3. Haggis
6. It takes about three hours.
4. university
5. lunch Listening Comprehension 7 , page 69
2 1. at the Great Glen Hotel
Good morning. I’ve got your brochure
Female:
2. Holyrood Palace here. The walking tour of York sounds very
3. a quaint fishing town interesting. How long does it take?
4. golf Male: It’s about two and a half hours long, and
5. see a play or a show it takes in most of the main attractions in
central York.
Female: I see. Is it daily?
Vocabulary, page 67
Male: Yes. We meet outside the tourist office here
1 1. d 2. f 3. h 4. b 5. a 6. c 7. g 8. e every morning at 10 o’clock.
2 1. takes place Female: Does it include a visit to the Viking Museum?
2. risk their lives Male: No, you’ll have to do that on your own.
3. east Female: There’s also a bus tour to the Yorkshire Dales.
4. the public address system Can you tell me a little more about that?
Male: Yes. That tour only takes place on
5. pricey
Saturdays and Sundays and as you said
6. bridge it’s a bus tour. You’ll see some amazing
7. choke scenery and you’ll stop at some lovely
8. freshen up quaint villages on the way, like Malham,
which is my personal favourite.
3 1. qualified 5. humid Female: Lovely. Is lunch included?
2. highlight 6. cuisine Male: Yes, lunch is included. Would you like to
3. satisfied 7. stroll book tickets now?
4. block 8. valid Female: Yes, please. Have you got places for
Saturday, 3rd August?
4 1. c 2. a 3. b 4. b 5. b 6. a
Male: No, I’m afraid that’s fully booked. There
are still some places left for Sunday, 4th
page 68 August.
5 1. reviews 6. accident Female: OK. Sunday the 4th is fine. I’d like five
2. worthwhile 7. prevent tickets – two adults and three children.
3. reach 8. voucher Male: That will be £85, please.
4. special offer 9. atmosphere Female: Here you are. What time do we arrive back
in York?
5. play 10. protect
Male: Well, you leave York at 9 am, and you should
be back at about 5 o’clock in the evening.
Female: Thank you.

Tests Answer Key
1 1. walking 4. 3rd August Lucy: We had two complaints from guests
2. 10 o’clock 5. £85 about the restaurant.
3. quaint village Hotel Manager: Really? Why?
2 1. two and a half hours 4. five Lucy: Well, one guest was upset because
the service was slow.
2. Saturday and Sunday 5. 5 o’clock
Hotel Manager: Yes, I heard that we’re short of
3. lunch waiters today – Mark and Joe are ill.
Lucy: I explained that to him and offered
him free cake and coffee in the lobby.
7 Units 13-14 Hotel Manager: Good. What was the other problem?
Reading Comprehension, page 70 Lucy: Dr Ellis said his chicken was tasteless.
Hotel Manager: So what did you do?
1 1. in the Andes mountain range
Lucy: We gave him a free dessert.
2. the magnificent view
Hotel Manager: Excellent. Anything else?
3. The Incas didn’t write down their history.
Lucy: I’m afraid so. The guests in room
4. Because it can be very crowded. 432 didn’t like the view. I put them
5. Four days. in room 573 and they’re happy now.
2 1. F 2. T 3. DS 4. F 5. T Hotel Manager: Well done. Were there any
cancellations for today?
Lucy: Yes. Mr and Mrs Norton. They
Vocabulary, page 71 had an accident on their way to
1 1. b 2. e 3. a 4. c 5. f 6. d the hotel. Mr Norton has got back
injuries. I decided to waive the
2 1. b 2. a 3. c 4. c 5. a 6. c cancellation fee. Is that OK?
3 1. severe 5. caught Hotel Manager: Of course. You’ve done really well
2. tasteless 6. bread today, Lucy.
3. door 7. mountain
1 1. slow 4. view
4. gun 8. chocolate
2. Two 5. an accident
4 1. d 2. f 3. b 4. a 5. e 6. c 3. chicken
1. surveillance camera 4. advance booking
2 1. two 4. in room 573
2. financial problems 5. severe weather
2. in the lobby 5. back injuries
3. cultural icons 6. circular route
3. free dessert
page 72

5 1. tasteless 5. burglary
8 Units 13-16
2. trek 6. world-class
3. speciality 7. scenery Reading Comprehension, page 74
4. crowded 8. upset 1 1. 12 4. 20 metres
2. white marble 5. tower
6 1. deal with 6. rob
3. 750 rupees
2. commemorate 7. bother
3. missing 8. suspicious 2 1. Jaipur
4. courteous 9. noisy 2. the wife of Indian ruler Shahjahan
5. disagree 10. waive 3. Fridays
4. It’s free.
Functional Language 5. a sweet Indian ice cream
1. c 3. e 5. f 7. b 9. d
2. h 4. a 6. j 8. g 10. i Vocabulary, page 75
1 1. a 3. c 5. c 7. a
Listening Comprehension 8 , page 73 2. b 4. c 6. b 8. c
Hotel Manager: H
ello, Lucy. Were there any 2 1. fulfilling 5. bonus
problems today? 2. reliable 6. croutons
Lucy: Hello, Mr Jones. One or two, 3. overdone 7. clear
but I dealt with them.
4. apologise 8. hanging around
Hotel Manager: What happened?

Tests Answer Key
3 1. quaint 5. upset 1 1. tomato 4. red

2. waive 6. improve 2. orange 5. fruit salad
3. avoid 7. increase 3. potatoes
4. mashed 8. courteous 2 1. shrimp cocktail 4. mashed
4 1. d 2. f 3. b 4. a 5. e 6. c 2. Greek salad 5. cheesecake
3. medium
page 76
5 1. scenery 6. spicy
2. change of plan 7. stuffed 9 Units 17-18
3. dedicated 8. crowded Reading Comprehension, page 78
4. gluten-free 9. strengths
1 1. Lansdowne Hotel
5. criticism 10. cutlery
2. tea
6 1. lock 6. mountain range 3. sachets of coffee
2. take-away 7. dressing 4. cartons
3. tip 8. bill 5. grapefruit juice
4. seafood 9. refund
2 1. five years ago
5. stale 10. stranger
2. They were all late.
3. The expiry date is the following week.
Functional Language
4. 425 pounds
1. c 3. f 5. d 7. b 9. j
5. The hotel will look for a new supplier.
2. h 4. e 6. a 8. i 10. g
Vocabulary, page 79
1 1. dustpan
Good evening. Would you like to order
Female: 2. events organiser
now?
3. presenter
Male: Yes, please. For starters, I’d like the
minestrone soup, and my wife would like 4. speech
a shrimp cocktail. 5. creamer
Female: I’m sorry, sir. We haven’t got minestrone 2 1. bouquet 4. reception
soup this evening. Perhaps you’d like the
tomato soup? It’s very good. 2. markers 5. one-stop shop
Male: No, thank you. I’ll have the Greek salad. 3. shampoo 6. refreshments
Female: Certainly. So that’s one shrimp cocktail and 3 1. b 2. a 3. b 4. b 5. b
one Greek salad. And what would you like
for your main course? 4 1. podium 3. count
Male: I’d like a sirloin steak, please. My wife 2. sachets 4. on hand
would like the duck in orange sauce. 5 1. open bar 5. shelf
Female: No problem, sir. How would you like your 2. bottle 6. bride
steak?
3. handout 7. guarantee
Male: Medium, please.
4. packet 8. supplier
Female: And which side dishes would you like?
Male: I’d like sautéed potatoes and peas, please. page 80
Female: Yes. And for your wife?
6 1. c 2. a 3. f 4. d 5. b 6. e
Male: Mashed potatoes and carrots, please.
1. top table 4. shower gel
Female: Thank you. What would you like to drink
with your meal? 2. place card 5. best man
Male: We’d like two glasses of red wine, please. 3. flip chart 6. colour scheme
And we’d also like some water. 7 1. attend 6. buffet
Female: Great! What about dessert? 2. get married 7. invoice
Male: Well I love your cheesecake and my wife 3. conditioner 8. run out of
would like to try your fruit salad.
4. Throw out 9. case
Female: No problem, sir. I’ll just repeat your order,
that’ll be … 5. quantity 10. receive

Tests Answer Key
Functional Language 2 1. the events organiser at the Castle Tower Hotel

1. i 3. e 5. d 7. b 9. j 2. 14th July
3. There will be place cards.
2. h 4. g 6. a 8. f 10. c
4. the parents of the bride and groom
Listening Comprehension 10 , page 81 5. a discount
Hello, Charles? This is Barbara

Mrs Henderson: Vocabulary, page 83
Henderson. I’d like to go over the
plans for my son Ed’s wedding. 1 1. c 3. b 5. a 7. b
Hello, Mrs Henderson. That’s the
Charles: 2. a 4. c 6. c 8. b
Henderson-Taylor wedding on
7th July, isn’t it? 2 1. colour scheme 5. pillow cases
Yes, that’s right. We booked the
Mrs Henderson: 2. recruit 6. attend
ballroom for the reception. 3. spoil 7. refreshments
Yes. How many guests will be
Charles: 4. foreign languages 8. receive
attending?
3 1. c 2. f 3. a 4. e 5. d 6. b
250. You remember we want 25
Mrs Henderson:
round tables with 10 guests at 4 1. advanced 6. range
each table? 2. estimate 7. under pressure
Yes, I’ve noted that down. Can
Charles: 3. job description 8. run out of
we go over the other arrangements
4. reference 9. educational background
together?
5. abroad 10. shift work
Certainly.
Mrs Henderson:
So you asked for a lilac and
Charles: page 84
white colour scheme. You want
centrepieces with flowers and the 5 1. b 3. c 5. a 7. a
guests will get place cards when 2. c 4. b 6. c 8. a
they enter.
Exactly. I forgot to ask you – can
Mrs Henderson: 6 1. groom 6. shampoo
we have wedding favours on the 2. fluent 7. date of birth
tables for the guests? 3. experience 8. bouquet
Yes. The next time you come to the
Charles: 4. retire 9. one-stop shop
hotel I’ll show you what we’ve got.
5. marker 10. secondary school
Have you decided what kind of bar
you’d like?
Yes. We’d like a cash bar.
Mrs Henderson:
Functional Language
Great. Is there anything else?
Charles: 1. f 3. j 5. a 7. b 9. h
No, that’s everything for now.
Mrs Henderson: 2. g 4. d 6. e 8. c 10. i
Thank you very much.
1 1. 7th July
Jack: Hello, Mrs Stone? This is Jack Fleming
2. 250 from the Harbour Hotel.
3. white Mrs Stone: Hello, Mr Fleming. How can I help you?
4. place cards Jack: I’d like to order some supplies, please.
5. cash Mrs Stone: Certainly. What do you need?
2 1. T 2. F 3. F 4. DS 5. T Jack: Well, first of all, we need shower gel.
How many bottles are there in a case?
Mrs Stone: Shower gel comes in cases of 50 bottles.
10 Units 17-20 Jack: Great. Well, I’d like five cases. We
also need toilet paper. Please send us
Reading Comprehension, page 82 20 bags.
1 1. bride Mrs Stone: No problem. What colour would you like?
2. 250 Jack: White, please. Does your shampoo
come in bottles or sachets?
3. a glass of champagne
Mrs Stone: Sachets. There are 100 sachets in a box.
4. two
5. drinks at the cash bar

Tests Answer Key
Jack: OK, then I’d like 15 boxes. I think that’s

3 1. cuisine 6. qualified
all as far as room supplies are 2. charming 7. pier
concerned. We also need some minibar 3. public transport 8. accident
items. First of all, we need peanuts.
4. pamphlet 9. damaged
Mrs Stone: Certainly. Our cartons each contain 150
5. delayed 10. sold out
packets of peanuts.
Jack: I see. Then I’d like 10 cartons. Finally, we page 88
also need beer and cola. I’d like 12 cases
of beer and 25 cases of cola. There are 4 1. layover 5. cruise
24 bottles of cola in a case, aren’t there? 2. garlic 6. explore
Mrs Stone: That’s right. 3. lift 7. extension
Jack: Great. So when can you deliver the 4. expect 8. prefer
order?
Mrs Stone: I can get it to you by the end of the day 5 1. maintenance 5. headset
on Friday. 2. toothbrush 6. boarding pass
Jack: That’s fine, but please don’t make it any 3. noon 7. beverages
later. We’ve got a wedding reception on 4. desert 8. corkscrew
Saturday and I want to have everything
ready by Friday afternoon. 6 1. dessert
Mrs Stone: No problem. Thank you for your order. 2. fasten
3. unattended
1 1. 50
4. carousel
2. bags
5. minibar
3. Shampoo
6. fare
4. beer
7. chef
5. Friday
8. half board
2 1. five cases
2. white Functional Language
3. peanuts 1. d 3. a 5. c 7. g 9. j
4. 24 2. i 4. f 6. e 8. b 10. h
5. a wedding reception
Midterm Test, Units 1-12 Mike: Hi, Jane! I’ve booked our holiday!
Jane: Great, Mike! I’m really looking forward to
Reading Comprehension, page 86 visiting Germany. What’s our itinerary?
Mike: Well, we’ll fly to Munich, spend three days
1 1. a 2. c 3. c 4. b 5. b
there and after that we’ll drive to Berlin. That
2 1. by aeroplane will take a full day and then we’ll spend four
2. in summer days in Berlin.
3. Because they couldn’t fix the air-conditioning. Jane: Did you manage to book a room in that hotel
we liked in the centre of Munich?
4. the Venice of the North
Mike: Yes. It costs 120 euros a night, but they’ve
5. Because many people travel around the city given us two complimentary treatments at
on bikes. their spa.
Jane: Brilliant. Where will we pick up our car?
Vocabulary, page 87 Mike: At the airport in Munich.
1 1. receipt 6. model Jane: What kind of car did you book?
2. captain 7. roast beef Mike: A standard automatic car with air-conditioning.
3. landmark 8. shuttle Jane: Good idea. The weather is boiling hot there at
4. poison 9. kettle the moment. How long will it take us to drive
to Berlin?
5. coach tour 10. Polish
Mike: If we drive non-stop, it should take about five
2 1. a 2. c 3. b 4. c 5. a 6. b and a half hours, but I’d like to stop off at
some other towns on the way, so it will take
longer. We could visit Nuremburg and Leipzig
if you like.

Tests Answer Key
page 92
Jane: Fantastic. I’d like to see some other towns.
Where will we stay in Berlin? 5 1. deposit 5. refund
Mike: The hotel you wanted was fully-booked. It 2. hire 6. trust
wasn’t easy to find a good hotel because it’s 3. avoid 7. increase
high season. I found a nice 4-star hotel, but
it’s quite far from the centre of town. 4. amount 8. service
Jane: That’s too bad. I wanted to be within walking 6 1. restaurant 6. date of birth
distance from the centre. 2. suitcase / hand luggage 7. fluent
Mike: I don’t want to drive in Berlin, so we’ll drop the 3. commission 8. honeymoon
car off at the railway station when we arrive.
Berlin has got a great underground so we can 4. flight attendant 9. pay rise
use that. 5. weight limit 10. timetable
Jane: OK. So we’ve taken care of everything?
Mike: Yes. I just need to change some money and Functional Language
get some euros. 1. c 3. a 5. b 7. c 9. c
2. a 4. a 6. b 8. c 10. b
1 1. three 4. fully booked
2. 120 5. railway station Listening Comprehension 13 , page 93
3. automatic
Mrs Hunter: Good morning, Greg. As you know,
2 1. four we have employee evaluations once a
2. two complimentary treatments at the spa year, and although you’re new to the
company, I think it is a good idea for us
3. boiling hot
to have one. How long have you been
4. It’s not within walking distance of the centre with us, Greg?
of the city.
Greg: I joined the team nine months ago,
5. by underground Mrs Hunter.
Mrs Hunter: Ah, that’s right. How do you feel
working here?
Final Test, Units 1-20 Greg: Well, I’m very happy, and I feel that
I’m learning a lot.
Reading Comprehension, page 90
Mrs Hunter: Great. We’re also very satisfied with
1 1. F 2. F 3. DS 4. T 5. DS your work. As you know, people skills
are very important in our job, and this
2 1. In the restaurant is one of your best qualities. You’re
2. A candle fell and set fire to the tablecloth friendly and easy-going, and both the
and some curtains. customers and the staff like you.
3. Harry Hall arrived at the restaurant. Greg: Thank you. I’ve always liked working
4. Ten minutes with people.
5. Staff members Mrs Hunter: I’m also impressed with your computer
skills. You were able to use our special
computer program very quickly.
Vocabulary, page 91
Greg: Yes. It is similar to the one I used in my
1 1. disorganised 5. valid previous job.
2. tasteless 6. unsuitable Mrs Hunter: Unfortunately, I’m a little worried about
3. case 7. people skills the fact that you are quite disorganised.
Do you remember when you forgot to
4. attend 8. exchange rate
book lunch for the tourists on the tour
2 1. graduate 6. zebra crossing of Chester?
2. groom 7. florist’s Greg: Yes, I’m really sorry about that. Ever since
3. sommelier 8. complimentary then I’ve been much more careful.
Mrs Hunter: Is there anything else you would like to
4. cutlery 9. pound
discuss with me?
5. burglary 10. destination
Greg: Actually, there is. As you know, I got
3 1. a 2. a 3. c 4. c 5. a 6. b a starting salary of £15,000 per year.
I think I’ve proved that I’m a good
4 1. time off 5. mad about worker. I was wondering if you would
2. short of 6. entertainment consider giving me a pay rise.
3. facilities 7. in charge of
4. on duty 8. refreshments

Tests Answer Key
Hmm, and how much do you think we

Mrs Hunter:
should give you?
Greg: I thought perhaps £18,000.
I’m afraid that’s unacceptable, however
Mrs Hunter:
I’ll think about increasing your salary.
Maybe we’ll talk about it three months
from now – by that time you’ll have
been with us for a year.
Thank you. I’d appreciate that.
Greg:
1 1. nine months
2. people skills
3. disorganised
4. 15,000
5. unacceptable
2 1. once a year
2. Because he’s friendly and easy-going.
3. He forgot to book lunch for the tourists.
4. £18,000 a year
5. in three months

Additional Speaking Tasks
105
Unit 1
Student A: Y
ou are a travel agent at YourHoliday. Use the information below to answer the
caller’s questions. Then ask questions to complete the booking form.
Option 1: Glen Youth Hostel

Breakfast included
1-hour bus ride to Edinburgh YourHoliday Booking Form
�30 a night
Name: Mr / Ms / Miss
Option 2: Fife Hotel
Telephone Number:
All meals
20-minute bus ride Destination:
�120 per night Dates:
Option 3: Port South Campsite Number of people:
No meals. Shop on campsite. Accommodation:
1.5 hours from Edinburgh Rate:
Open 1st April-31st October
�10 a night
Student B: Y
ou will be in Scotland for three days from 31st October-2nd November.
Call the travel agent and ask about cheap accommodation. You want to:
• meet other young people
• visit Edinburgh
Make notes and decide which accommodation you want.
Unit 2
Student A: C
all the airline to confirm your flight. Student B: You work for an airline. Answer the
Use the information below. passenger’s questions about his /
her flight.
Flight details • Flight GS 373 has been delayed. Departure is

Flight GS 373 to Rome Departure: 11:00 now 12:00. It will arrive in Rome at 14:00.
Arrival: 13:00 • Weight allowance for suitcase is 20 kg.
Connecting Flight to Chicago. Flight GS833, • There is no weight limit for hand-checked
leaving at 15:00. luggage.
• Passengers need at least one hour to meet
their connecting flight.
Ask about weight allowance for luggage. Your hand
luggage weighs 10 kg.

Unit 3
Student A: Y
ou are a flight attendant. Follow the flow Student B: Y
ou are a passenger. Follow the flow chart
chart to talk to your passenger. to talk to the flight attendant.
Student A: Ask to see the passenger’s Student A: Ask to see the passenger’s
boarding pass. Tell the passenger where boarding pass. Tell the passenger where
his / her seat is. his / her seat is.
Student B: Tell the flight attendant Student B: Tell the flight attendant
that you prefer a different seat. that you prefer a different seat.
Student A: Tell the passenger Student A: Tell the passenger

that you will try and find him / her that you will try and find him / her
a different seat after take-off. a different seat after take-off.
Student B: Thank the flight attendant. Student B: Thank the flight attendant.
Student A: Tell the passenger that you Student A: Tell the passenger that you
are preparing for take-off. Tell him / are preparing for take-off. Tell him /
her what he / she needs to do. her what he / she needs to do.
Student B: Ask for help stowing Student B: Ask for help stowing
your hand luggage in the your hand luggage in the
overhead compartment. overhead compartment.
Student A: Respond. Student A: Respond.
Unit 4
Student A: Y
ou want to rent a car. Ask your partner Student B: Y
ou work in a car rental agency. Answer
questions. Use the information below. your partner’s questions. Use the
information below.
• You can offer a mini or a compact. A compact
• You and your partner will be driving. is bigger. There is a special offer on minis – two
• Your driving licence number: K839. days for the price of three.
• You want to collect the car from Birmingham Complete the vehicle reservation form below.
and return it to Leeds.
• You want to pick up the car on 15th May and Premier
return it on 18th May. Car Rentals Vehicle Reservation Form
• You want an automatic car with SatNav. Surname:
First name:
• You will be paying by credit card. Driving licence number:
Pick-up date: Location:
Drop-off date: Location:
Vehicle class:
Automatic Manual
SatNav Yes No
Method of payment:

Unit 5
Student A: Y
ou are checking into a hotel. Use the Student B: Y
ou are a hotel receptionist. You are
information below. speaking to a hotel guest who is checking
in. Ask questions and correct the
You are travelling alone. registration form.
sk if you can stay until 24th

A
October.
ou want to stay for 4 nights,
Y
Hotel Superior
although you booked for 3 nights. Registration Form
You want a room with a balcony. Surname: Miller
First name: James
ou booked full board, but
Y
E-mail: Jamm@bigtree.com
prefer half board.
Country: Scotland
ou have paid a deposit by
Y Nationality: British
credit card.
Passport number: BR 725 314
Number of guests: 2
Arrival date: 20.10.2015
Departure date: 23.10.2015
Number of nights: 3
Room number: 204 (no balcony)
Meal: half board 3 full board
Credit card number: 2134 05897 1007
Expiry date: 10/19
Unit 7
Student A: Y
ou are the hotel housekeeper. Answer Student B: Y
ou are a hotel guest. Call
a guest's questions. Use the information housekeeping about the following:
below to help you.
• You need an extra blanket and pillow.
• There are two extra blankets and one extra • You need a hairdryer.
pillow in the cupboard.
• The air-conditioner doesn’t work.
• You have extra hairdryers.
• You can send someone to look at the
air-conditioning.

Unit 8
Student A: Y
ou are a hotel guest in room 303. Call Student B: Y
ou are taking room service orders.
room service and order a meal for you Take your guest’s order. Use the menu
and your friend. and information below.
Use the menu and information below.
• You don’t eat meat. • You are out of salmon.

• You like fish. • Recommend the blueberry pie.
• Your friend doesn’t eat fish or pasta. • Remind the guest that there is a 20%
• You want to share a dessert. service charge for room service.
Room Service Menu Room Service Order Form

Pasta with Sandwich Staff member: Room number:
tomato sauce tuna
Pasta with Sandwich
tomato sauce tuna
Sea bass cheese
Salmon Baked potato cheese
Sea bass
Cheesecake Baked potato
Hamburger with Salmon
onions Croissant Cheesecake
tomatoes Hamburger with
Chocolate mousse Croissant
onions
Steak Blueberry pie tomatoes Chocolate mousse
Green salad Cola Steak Blueberry pie
Lemonade Green salad Cola
Lemonade
Unit 9
Student A: Y
ou want to visit Wales with your family. Student B: Y
ou are the clerk at the Wales Tourist
You have three children ages 5, 10 and Information Office. Suggest places for
13. Ask the clerk at the tourist office for your partner to visit. Use the information
recommendations of places to visit. Use below.
the information below.
Old Colwyn Bay Beach
Enjoy water sports, swimming, sea fishing, cycling
• Everyone enjoys swimming.
and hiking.
• Your 13 year old likes climbing.
Busy in the summer months.
• You and your partner like nature.
Several cafés and restaurants in the area.
• You want an inexpensive place to eat.
Beacon Climbing Centre
Huge indoor climbing centre.
All day fun whatever the weather.
Lessons for all ages and abilities.
World’s first CrazyClimb Wall – 17 m high.
Café with hot and cold food. Good prices.
Adult - £8.00, Under 18 - £6.00, Under 10 - £2.50

Unit 11
Student A: Y
ou are visiting relatives in Kingston. You Student B: Y
ou work at the Tourist Information Office
want to take your children ages 4 and 17 in Hampton Court. Answer the tourist’s
to Hampton Court. Ask questions and questions using the information below.
complete the notes below.
Opening times:
Prices:
Adults: Children: Family:
How to get there:
Hampton Court
Prices:
Adult - £18.20 (on the day), £17.05 (online)
Under 16 - £9.10 (on the day), £8.52 (online)
Family - up to 2 adults / 3 children £46.80
(on the day), £43.45 (online)
Under 5 free but must be accompanied by
an adult.
Opening times: Mon.-Sun. 10:00-18:00
Last admission 17:00
How to get to Hampton Court:
Train: From Waterloo, 35 minutes. Trains
leave every half hour.
Buses: 111, 216, 461 from Kingston
Unit 12
Student A: Y
ou are going to India in June. Phone a Student B: Y
ou are a travel agent. Help your customer
travel agent and ask for recommendations plan his / her trip. Use the information below.
to help plan your itinerary.
India
Monsoon (June to October) – Very heavy rain
makes travel difficult in most places.
Amazing places to visit during the monsoon in
Northern India:
1. Valley of Flowers. Beautiful. Only open
between April to October as it is covered in
snow the rest of the year. Difficult hike to get
there.
2. Town of Leh. Best time is May-September.
Doesn’t experience the monsoon like the
rest of India. Historic town surrounded by
mountains.

Unit 13
Student A: You are visiting the Isle of Skye. You want Student B: Y
ou work in a hotel on the Isle of Skye.
to go for a walk, but don’t like difficult Your partner wants to go for a walk on the
climbs. You have less than an hour. island. Advise him / her where to go. Use
Friends have told you to go to the Old the information below.
Man of Storr. Ask the hotel receptionist
for advice.
Fairy Pools
Slightly difficult walk. Climb to beautiful
clear pools of water, but cold even in the
summer.
Talisker Beach
Easy walk. Good for families.
Good paths. Beautiful sandy beach.
40 minutes.
Old Man of Storr

Very popular walk with tourists.
Difficult climb. Beautiful view.
1h 15 min.
Unit 14
Student A: Y
ou were a guest at a hotel. Phone the Student B: Y
ou are the manager at a hotel. Listen and
hotel management to complain about the complete the complaint form. Then suggest
bad service you received. Choose three solutions to your guest’s complaints.
complaints from the list below.
Complaint Form
1. The housekeeper was rude when I asked
for more blankets. Complaint 1
2. The bathroom hadn’t been cleaned properly.
3. The air-conditioner didn’t work properly Complaint 2
so I couldn’t sleep.
4. We were charged for a meal we didn’t order.
Complaint 3
5. When room service delivered our meal, it
was overcooked and tasteless.
6. The room we booked was unavailable and Possible Solutions
we had to take a smaller room. Sending maintenance.
Sending housekeeping.
Talking to the housekeeper.
Possible Compensation
A free meal in the restaurant.
A 50% refund on one night’s stay.
Credit card refund.

Unit 15
Student A: You and your friend are having dinner at Student B: Y
ou are a waiter / waitress at the Three
the Three Kings Hotel. Use the information Kings Hotel. Take your partner’s order.
and the menu below to order your and Tick the items the customer orders.
your friend’s meal.
• You don’t like mushrooms.

• Your friend doesn’t eat meat or fish.
The Three Kings Hotel The Three Kings Hotel

MENU MENU
Starters Starters Quantity
Caesar Salad £8.50 Caesar Salad £8.50

Fresh, crisp lettuce with croutons and parmesan cheese. Fresh, crisp lettuce with croutons and parmesan cheese.
Stuffed Mushrooms £6.00 Stuffed Mushrooms £6.00
Portobello mushrooms stuffed with four cheeses. Portobello mushrooms stuffed with four cheeses.
Main Courses Main Courses

Garlic Salmon £13.00 Garlic Salmon £13.00
Fresh grilled salmon in a delicious garlic sauce. Fresh grilled salmon in a delicious garlic sauce.
Choice Steak £18.00 Choice Steak £18.00
Grilled filet mignon in a rich mushroom and wine sauce. Grilled filet mignon in a rich mushroom and wine sauce.
Quiche £10.50 Quiche £10.50
Onion or mushroom, served with a green salad. Onion or mushroom, served with a green salad.
Desserts Desserts
Viennese Strudel £3.50 Viennese Strudel £3.50
Pastry filled with sliced apples and served with vanilla Pastry filled with sliced apples and served with vanilla
ice cream. ice cream.
Chocolate Dream £4.00 Chocolate Dream £4.00
Rich chocolate cake topped with hot chocolate sauce. Rich chocolate cake topped with hot chocolate sauce.
Unit 16
Student A: Y
ou are a restaurant owner. Your partner Student B: You
are a restaurant business consultant.
is a business consultant. Using the Advise your partner, a restaurant owner,
information below, talk to him / her about how to improve his / her business. Ask
improving your restaurant. Make notes. questions about the restaurant. Use the
information below.
• You offer a good selection of meat and seafood. • People are very health-conscious. More people
• Seating for 40 people. want vegetarian and vegan food.
• Open from 12.00-9.30 pm. Closed Sundays. • People are very conscious of allergies now.
Important to offer gluten-free and nut-free options.
• You are in a central location.
• Offering a home delivery service will increase
business.
• The restaurant closes too early at 9.30 pm.
• Location is good.

Unit 17
Student A: Y
ou are getting married in June. Talk Student B: Y
ou are the events organiser at a hotel.
to the events organiser at a hotel Answer your partner’s questions. Use the
about holding your wedding there. Ask information below:
questions about their wedding package.
Use the information below.
• The main ballroom holds up to 400 guests.
You want to know: There is also a small ballroom for up to 150
• How many guests the ballroom can hold. You will guests.
have about 100-120 guests. • Discounted accommodation rate for your
• Some of your guests are coming from far. How much guests – up to 40%. Complimentary overnight
will it cost for them to stay overnight at the hotel? accommodation for the parents of the bride and
•C
an you bring your own DJ or band? groom (for weddings of 100 guests or more).
• The package includes a DJ or band. You may
bring your own if you prefer.
Unit 18
Student A: Y
ou are Head Chef at a hotel. Look at Student B:You are the supplier for a hotel. Take
the form below and place an order with the Head Chef’s order. Ask questions to
a supplier. Ask about delivery times and complete the order form below. Use the
payment terms. information below.
• T erms of Payment: Within 30 days. 5% discount if

you pay on ordering.
Lord Rodney Hotel •D
elivery: Within 7 days unless stated otherwise.
Order Form •Y
ou have run out of creamer. You are expecting a
delivery in 10 days.
Delivery Date:
• T his month’s Special Offer: Order 23 cases of beer,
get 1 free.
Item Order Quantity
Caesar salad dressing 200 sachets
Lipton’s Food and Beverage Supplies
White rice 50 packets
Hotel / Restaurant placing order:
Beer 20 cases
Orange juice 100 cartons Contact person:
Creamer 130 pots Delivery date:
Item Order Quantity

Unit 19
Student A: Y
ou are Head of Human Resources at a hotel. You are interviewing a candidate for a job as a
receptionist. Ask questions to complete the interview form below. Then discuss work hours,
conditions, salary and benefits. Use the information below.
You can give the applicant the following information

Personal Information about the job:
Hours: Shift work. Two days off a week.
Name: The days change.
Address: Starting Salary: £16,000
Holiday Leave: 30 days a year
Telephone: Home: Mobile: Paid Sick Leave: 14 days a year
E-mail: Meals: Free in the hotel dining room during work
hours; 50% off after work hours.
Education: Uniform: Must be worn during shift.
Languages:
Work Experience:
Reason for Leaving:
Second Interview: Yes No
Student B: Y
ou are applying for a job as a receptionist at a hotel. Answer the interviewer’s questions, using the
personal information below. Then ask questions about work hours, salary, conditions and benefits to
complete the notes.
Personal information:
Job Information •Y
ou went to vocational school for three years.
•Y
ou speak Spanish (native), English (fluent).
Hours:
•Y
ou worked for two years as head receptionist at
Starting Salary: the Shamrock Hotel in Birmingham.
Holiday Leave:
•Y
ou left because the hotel closed down.
Paid Sick Leave:
Meals:
Uniform:
Second Interview: Yes No

Additional Writing Tasks
115
Name:
1 A web page
Write a web page for a travel agency.
Include:
the name of the agency
the type of services the agency provides
the type of holidays the agency specialises in
contact details
Useful Language
We offer package tours / organised tours ...

Visit interesting landmarks, such as ...
Go kayaking, water-skiing, horse-riding,
camping / sightseeing ...
Stay in luxury hotels / youth hostels / guest
houses ...
Contact us at ...

Name:
2 An e-mail confirming tour details

Write an e-mail to a group of clients who are participating in a group tour with your travel agency.
Include:
the dates and times of all flights
time the clients should be at the airport
where they should meet
the amount of luggage permitted
information regarding security procedures
tips on the type of clothing and / or equipment to bring
To:
From:
Subject:
Useful Language
Our flight leaves at ... on ...

Please be at the airport by ...
We will meet at ...
You are allowed ... items of luggage.
Luggage can weigh up to ... kilos.
For security reasons, please remember to ...
You will need the following clothing items /
equipment ...

Name:
4 An e-mail requesting information

Write an e-mail to a car rental agency requesting information.
Include:
your name and the dates you will need a car
the type of car you require
a request for information about rates, pick-up and drop-off options and insurance
To:
From:
Subject:
Useful Language
I’m interested in renting a car from ... to ...

I require a ... class vehicle.
I want to collect the car at ... and return
it to ...
Can you please tell me how much ... ?
What options for insurance / pick up /
drop off do you offer?
Thanking you in advance, ...

Name:
6 A tourist review
Write a tourist review of the updated facilities offered in a local hotel.
Include:
the name and location of the hotel
when you were at the hotel
a description of the facilities that the hotel has added or updated
your opinion of these facilities
Useful Language
The hotel is located in / near the city centre /

on the outskirts of the city / in a quiet residential
area / on the beach / in a small village ...
The hotel is close to / not far from / within
walking distance of ...
The updated facilities include ...
The new pool is ...
The restaurant is ...
In my opinion, ...
I was impressed / disappointed with ...
Don’t miss the ...

Name:
7 A reply to a complaint
Reply to a complaint received from a guest at the hotel where you work.
Include:
a reference to the e-mail received and the problems the guest experienced
an explanation, where relevant, of why the problem occurred
an apology
a suggestion for compensation
To:
From:
Subject:
Useful Language
Regarding your e-mail dated ...

We were sorry to hear ...
We apologise for ...
Unfortunately, ...
The problem was caused by ...
We would like to offer you ...
We hope you will accept our apologies.

Name:
9 An article for a travel website

Write an article for a travel website, recommending various attractions in your area.
Include:
a description of the area and what there is to do and see there
a recommendation for a local hotel
a recommendation for a restaurant
a recommendation for a famous or popular tourist attraction
Useful Language
... is a popular tourist destination.

You will love ...
The views are ...
Don’t miss ...
I can recommend ... hotel / bed and breakfast.
If you enjoy good food, you must visit ...
The most famous landmark is ...

Name:
11 An article for a travel magazine

Write an article for a travel magazine describing a guided tour that you did.
Include:
where and when you did the tour
what you saw or did there
what it cost
your opinion of the tour guide
a recommendation
Useful Language
I recently did a tour of ...

The starting point of the tour was ...
The guide was ...
The tour included a visit to ...
We saw beautiful / quaint / fantastic /
amazing ...
The tour lasted ... hour/s.
The tour costs ...
I would / wouldn’t recommend ...

Name:
13 A pamphlet
Write a pamphlet for a famous tourist attraction in your country.
Include:
the name and location of the tourist attraction
a short description or history of the site
the significance of the site
the opening and closing times
the cost of admission
Useful Language
... is situated in / on ...

It was built in / by ...
Visitors can enjoy ...
The views of ... are ...
It is famous for ...
The site is open on ... (days) from ...
to ... (times)
Admission costs ...
There is / isn’t wheelchair access to ...

Name:
14 A letter of complaint
Write a letter of complaint about the bad service you received from a travel agent.
Include:
details of the holiday you booked through the agent
a description of the problems you had
why you think these problems are the agent’s responsibility
Useful Language
I booked tickets / flights with your

company to ...
We were staying at ... hotel.
The price was supposed to include ... ,
but ...
The hotel was dirty / noisy / uncomfortable.
The staff were rude / unhelpful / inefficient.
You should have ...
I believe your company should take
responsibilty for ...

Name:
17 An e-mail requesting information

Write an e-mail to a banqueting hall, asking for information about hosting an event.
Include:
the event you are planning
the date you want to host the event
the type of catering you want
a request for prices
a request for options regarding decor, music, etc.
To:
From:
Subject:
Useful Language
I am planning a ...
I want to book a hall for ...
I am expecting ... (number) guests
to attend.
What catering options do you offer?
Do you supply ... ?
Can you tell me how much ... ?
Can you recommend a band / an events
organiser?
Please let me know if it’s possible to ...

Name:
19 An e-mail responding to a job applicant

Write an e-mail replying to an enquiry about a job you are offering.
Include:
confirmation that you received his / her e-mail
details about job responsibilities and job requirements
To:
From:
Subject:
Useful Language
Thank you for your response to ...

The job involves ...
The successful applicant will be
expected to ...
We require the following qualifications:

Workbook Answer Key: Say It!
1
1. Quería información sobre cruceros en el Mediterráneo.
2. Puedo ofrecerle unas fantásticas vacaciones turísticas en Chipre.
3. ¿Qué tipo de alojamiento quería?
4. ¿Cuánto tiempo se quedará en el albergue juvenil?
5. Le recomendaría un vuelo a un complejo turístico en Antalya.
6. Déjeme que apunte su nombre y su número.
5
1. Quería reservar una suite para dos adultos y dos niños.
2. ¿La habitación tiene vistas?
3. Veo que pidió pensión completa.
4. ¿Me deja su tarjeta de crédito y su pasaporte, por favor?
5. Su habitación es la número 36 en la tercera planta.
6. Gracias por avisarnos.
7. Disfruten de su estancia.
8
1. Hay un cargo adicional del 10% por eso.
2. ¿Quiere pedir un postre?
3. Lo siento, no responde. ¿Quiere dejar un recado?
4. Lo siento, pero no nos queda ternera. ¿Puedo recomendarle el pollo?
5. ¿Cuándo quiere que le devolvamos la ropa lavada?
6. Me aseguraré de que el Sr. Callum reciba su recado.
7. Alguien subirá en un momento.
8. No cuelgue, por favor. Le paso.
12
C 1 Mi única queja es sobre la bolsa del almuerzo.
C 2. E
l viaje tuvo una buena relación calidad-precio.
TG 3. ¿Le importaría completar este cuestionario?
TG 4. S
iempre estamos buscando maneras de mejorar nuestros viajes.
TG 5. E
stos vales son válidos en varios restaurantes y cafeterías.
TG 6. ¿
Se sintió satisfecho con la habitación del hotel?
C 7. E
l Royal Pavilion en Brighton fue lo más destacado.
16
1. Deberíamos ampliar nuestra carta.
2. ¿Qué sugieres?
3. Ha habido una gran mejora.
4. ¿De verdad crees que eso atraería a más gente?
5. Me alegra oír eso.
6. Otra cosa positiva es que eres formal y trabajador.
7. Una de tus mejores cualidades es que sabes trabajar en equipo.
8. Tengo un comentario más que hacer.

Tourism TM 15232

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TEACHER’S RESOURCE BOOK

Burlington Professional Modules

• Additional Writing Tasks

The publisher gratefully acknowledges the following for providing photographs:

TOURISM Photocopiable © B Burlington Books appears.

Student’s Book Answer Key 6

Workbook Answer Key 27

Tests with Answer Key 45

Additional Speaking Tasks 105

Additional Writing Tasks 115

Using the Student’s Book

Using the Workbook

Using the Teacher’s Resource Book

6 TOURISM Photocopiable © B Burlington Books

TOURISM Photocopiable © B Burlington Books 7

A: Yes, What can I do for you?

A: Would you like something to drink, madam? 4 Surname: Ashton

At the Airport, page 14 page 17

3. departs from 6 1. emergency assistance 5. a driving licence

8 TOURISM Photocopiable © B Burlington Books

7 1. sat nav 4. insurance page 19

Name: Sharon Brown 2 1. Amanda 3.

TOURISM Photocopiable © B Burlington Books 9

B: Oh, that’s high season.

10 TOURISM Photocopiable © B Burlington Books

Hotel Facilities, page 26 page 29

TOURISM Photocopiable © B Burlington Books 11

12 TOURISM Photocopiable © B Burlington Books

7 1. call back 3. got cut off B: Really? Is it any good?

4. First-rate 10. award-winning

5. atmosphere 11. Performances

6 1. sold out 4. pricey

e Alb St. James’s S

A: Good afternoon. Can I help you?

TOURISM Photocopiable © B Burlington Books 13

14 TOURISM Photocopiable © B Burlington Books

TOURISM Photocopiable © B Burlington Books 15

7 1. hot season 3. icy page 51

16 TOURISM Photocopiable © B Burlington Books

4 1. F The tourists want to hike the Alpine Trail. 1. T 2. F 3. F 4. T 5. T

TOURISM Photocopiable © B Burlington Books 17

Well, there are three teenagers in here ...

18 TOURISM Photocopiable © B Burlington Books

6 1. sweet, fresh 4. sweet, fresh, crisp page 63

TOURISM Photocopiable © B Burlington Books 19

3 6 1. doing well 4. doing my best

20 TOURISM Photocopiable © B Burlington Books

TOURISM Photocopiable © B Burlington Books 21

page 73 Item On hand Notes

22 TOURISM Photocopiable © B Burlington Books

Don’t just say ‘yes’ or ‘no’. Give examples.

TOURISM Photocopiable © B Burlington Books 23

24 TOURISM Photocopiable © B Burlington Books

page 98 An e-mail of complaint

An e-mail confirming a flight booking

page 99 Instructions for cleaning staff

An e-mail confirming a car rental

5 A recommendation for a restaurant

TOURISM Photocopiable © B Burlington Books 25

5. He spoke to the receptionist personally.

26 TOURISM Photocopiable © B Burlington Books

TOURISM Photocopiable © B Burlington Books 27

3 1. pick up 5. car park

2 1. life jackets 4. flight attendant 5 a v p a h r i p r

A: Yes, What can I do for you?

A: Would you like something to drink, madam? 4 Surname: Ashton

3. departs from 6 1. emergency assistance 5. a driving licence

B: Oh, that’s high season.

A: Good afternoon. Can I help you?

4 1. F The tourists want to hike the Alpine Trail. 1. T 2. F 3. F 4. T 5. T

10 1. If we hadn’t worked late last night, we wouldn’t

5 Complete the sentences with the words below. (10 points)