Name __________ Class ____________

English for International Tourism Intermediate Progress Test 1A

Answer all 50 questions. There is one mark per question.

LISTENING (TRACK 1.1)

Listen to Vy-Anh Nguyen, a student of tourism in California, interviewing Teresa Koh from the Hawaii
Tourism Authority. Decide if these statements are true (T) or false (F).

1 American tourists recently called Hawaii the top ‘Dream Destination’. T/F

2 More than two million individuals took part in the survey. T/F

3 Hawaii is a very popular holiday destination among Americans, especially those from
the East coast. T/F

4 Europeans usually spend more time in Hawaii but are less frequent visitors. T/F

5 Tourism in Hawaii is mainly geared towards package holidays for families. T/F

6 In general, visitors to Hawaii are classified as being well-travelled and demanding. T/F

7 The Hawaii Tourism Authority provides training for travel agents on how to best match
different island experiences to different clients and their interests. T/F

8 One of the add-ons mentioned is a helicopter ride over Hawaii’s extinct volcanoes. T/F

/8

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GRAMMAR
Complete the sentences. Choose a), b), c) or d).

1 Yesterday, I _____ a block booking at the Metropolitan Hotel for the nights of 17–27 July.
a) am making b) have made c) made d) make

2 She could _____ about the weekend away if we’re not careful. We must keep it as a surprise!
a) drop off b) get through c) pick up d) find out

3 Great news! I _____ to find you an enchanting villa on a secluded island in the Caribbean.
a) am managing b) have managed c) manage d) was managed

4 The hotel _____ about your special needs and has allocated you a deluxe suite on the ground floor.
a) is informed b) will be informed c) was being informed d) has been informed

5 After we put our life jackets on, we _____ on our boat trip around the bay.
a) set off b) dropped off c) cut off d) saw off

6 We _____ that add-ons, such as a helicopter ride over Vegas and a side trip to the Grand Canyon, were
the best way to customize our holiday.
a) will be told b) are being told c) have been told d) were told

7 Jane _____ us _____ from the station on the way home from work.
a) drops ... round b) is picking ... up c) will walk ... through d) turn ... up

8 I _____ at the station for hours waiting for you. What happened?
a) turned up b) was hanging around c) was getting on d) broken down

9 Flight DE504 will now _____ at 15.00 hours. Please check the departures board for gate details.
a) go ahead b) stand by c) pick up d) take off

10 Surprisingly, it took less than 15 minutes for us to _____ customs.

a) get through b) put up c) get on d) go round

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VOCABULARY
Complete the sentences with words from the box. Write a) to l) in the gaps. Use each word once only.
There are two words you do not need.

a) demand b) scenic c) ashore d) congestion e) remote f) stopover

g) convention h) lush i) launch j) appeal k) stranded l) allocation

1 It took longer to get to the airport than we expected as a result of the _____ on the highway.

2 Our catering company is about to _____ its new website. It should go live on Monday.

3 We chose a very _____ spot in the mountains where we could have our picnic and enjoy the spectacular
views.

4 The heavy monsoon left so much water on the runway that we were _____ at the airport terminal for
nearly a day.

5 They decided to organize a three-day _____ in Singapore to help them deal with jet lag on the long trip to
Australia.

6 When the cruise ship docked in the port, all its passengers went _____ to take in the delights of the
island.

7 Our guest house was located in the middle of a _____ green forest and overlooked a lake.

8 The idea of travelling by plane didn’t _____ to my aunt. She always preferred to take a more leisurely
form of transport.

9 Last summer they booked a special interest tour to a _____ island in the Galapagos archipelago where
rare Giant Tortoises were said to live.

10 _____ for self-catering accommodation was so high that a new holiday complex was built at the resort.

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READING
Read the text on Japanese Ryokans and decide if the following statements are true (T) or false (F).
1 Ryokans provide a cultural experience and as well as accommodation for visitors. T/F
2 In the past Ryokans were places where travellers stopped to take a break. T/F
3 All Ryokans have hot baths and are known for their spectacular surroundings. T/F
4 If you want to try traditional Japanese cuisine, Ryokans are the perfect place to visit. T/F
5 Western-style food can be served on request in some Ryokans. T/F
6 ‘Kaiseki’ is usually a vegetarian multi-course meal, using only the freshest ingredients. T/F
7 Many people visit Ryokans just to enjoy the food, rather than to stay overnight. T/F
8 After washing yourself in the shower area you rinse off the soap in the bath. T/F
/8

An introduction to Japanese Ryokans

If you visit Japan and are looking to experience traditional Japanese culture and hospitality, then staying at a
Ryokan might just be the thing for you. These Japanese inns have a special character and atmosphere and are a
centuries-old part of Japanese culture. They were originally built for travellers who needed to rest on long
journeys.
Although there are many different styles of Ryokans, offering guests a warm welcome is of great importance
at them all. Ryokans not only differ in style but also in quality and price. At the low end is the ‘standard
Ryokan’ and at the high end, the ‘luxurious Ryokan’. The ‘standard Ryokan’ will provide you with basic
accommodation and the rooms will be very plain. However, it will also be cheap, for example 8000 yen. At a
‘luxurious Ryokan’ you will be given every comfort possible and treated as if royalty. Paying over 70,000
yen, you will be able to enjoy all the modern conveniences and are likely to be situated near to a natural hot
spring and somewhere with a spectacular view of nature.
Whilst Ryokans provide fantastic Japanese meals, Western tastes can often be accommodated but it is
advisable to choose the Japanese menu so you can experience another side of the culture. Dinner is an
important event, so expect to be brought course after course. The traditional multi-course dinner is named
‘kaiseki’ and you may find that while you are staying in a Ryokan, many people will visit it simply for the
delicious food. Although ‘kaiseki’ began as a vegetarian meal, this is no longer true and these days, both meat
and fish are often included in the meal. The ingredients used are always those in season at the time and
traditionally the menu changes each month. It is this freshness of ingredients that makes the meal so popular.
Another part of the Ryokan experience is to take a bath. Bathing in Japanese culture is considered a way to
clean your body and relax. However, as bathers share bath water, the etiquette is to clean your body before
getting into the bath. A special area is provided for this purpose. Here, people sit on the stools provided and,
using the shower heads and taps, clean and rinse their bodies before entering the hot baths. If you are unsure
of what to do at any time, it is a good idea to simply watch what others do and remember to check the
temperature of the water before you get in the bath as the water can be very hot.

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PROFESSIONAL SKILLS
Choose the most appropriate response to each question: a), b) or c).

1 Which question below relates to price?

a) How can potential customers be targeted?

b) What is the value of the service to the customer?

c) Which type of media would be most suitable for advertising the product?

2 Which question below relates to promotion?

a) Will you use TV to reach your target market?

b) What types of discounts will you offer?

c) Will there be local, national or international variations?

3 Which question below relates to product?

a) How will you distribute your product?

b) Is there a best time to promote your product, for example, a particular season?

c) What are the unique features of your product?

4 Which question below relates to place?

a) What price will the market bear?

b) Do you need to attend trade fairs? Or send samples of your product to companies?

c) How will your price compare with competing products on the market?

5 What should you not do when listening to a customer explaining a problem?

a) Blame colleagues for the problem.

b) Look at the customer while they are speaking.

c) Ask questions to clarify the situation.

6 What should you do if a customer is angry or upset?

a) Promise to speak to the manager.

b) Get a colleague to deal with them and have a coffee break.

c) Stay calm and let them tell you how they feel.

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7 How can you show empathy towards a customer?

a) By losing your temper and arguing with them.

b) By asking questions to find out more about the problem.

c) By telling them you understand how they feel.

8 What is the best way to listen to a customer who is explaining a problem that they have or have had?

a) Stop what you are doing and look at them.

b) Look them in the eyes the whole time they are talking.

c) Make no comments and have no expression on your face.

9 Which expression is best used when promising the customer you will try and improve a bad situation?

a) I’ll look into it for you.

b) It isn’t my fault but I’ll speak to the manager.

c) Sorry, but you’ll have to come back tomorrow.

/9

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WRITING
Complete the email with words from the box. There are two words you do not need to use.

board cost domestic introduce make passengers rate wrong

From: John.Brooks@Flylow.com

To: Customer Services Staff

Subject: My suggestions

I’m not going to be able to 0_____make______ the meeting but I suggest we offer an Express Seat option on
1
_______________ flights. For an extra $25–$35, travellers will get the chance to 2_______________
and leave the plane first. They’ll also get to sit at the front of the plane.

I also think for short-haul flights that we should 3_______________ standing-only seats. This way we could
increase the number of passengers on each flight. I don’t see what’s 4_______________ with standing
for less than an hour. It’s something people often have to do on trains or the underground. Perhaps we
could offer these tickets at a reduced 5_______________?

/5

TOTAL / 50

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