Test 6 (Units 9-12)

Name: Mark:

Reading Comprehension (20 points)

1 Read the letter of complaint. Then write T (true), F (false) or DS (doesn’t
(doesn’t say) next to the sentences
below. (10 points)

Dear Mr Jones,
Following our telephone conversation yesterday, I am writing to give the details of my complaint
about your hotel. I have stayed at the Lotus Hotel many times and have always been satisfied
with your service. However, this time I was very dissatisfied with the way I was treated.
I recently booked a double room at the hotel for 28th July. When we booked the room, we told
the hotel receptionist we would be arriving at around 8 pm. Unfortunately, our flight arrived three
hours late and we didn’t get to the hotel until 11 pm. The receptionist told us that there were no
rooms available. She explained that according to hotel regulations the guests must pay for the
room in advance if they want the hotel to keep the room after the expected arrival time. She
apologised and said that someone should have told us this when we booked the room. After
many phone calls, we found a room at the Royal Hotel. However, the price was £100 more than
the room we had booked at the Lotus Hotel.
I expect to receive compensation from the Lotus Hotel for the trouble and expense
we experienced.
Yours sincerely,
Jenny Smith

1. Jenny usually enjoys staying at the Lotus Hotel.

2. Mr Jones has already spoken to Jenny about her recent stay at the Lotus Hotel.
Hotel.
3. Jenny’s flight arrived on time.
Jenny’s
4. The receptionist at the Lotus Hotel was rude to Jenny
Jenny..
5. Jenny thinks the Royal Hotel
Hotel charges too much for its rooms.

2 Answer the questions. (10 points)

1. When did Jenny arrive at the hotel?

2. What was the problem?

3. What should the hotel have told Jenny?

4. What is Jenny’
Jenny’ss complaint about the Royal Hotel?

5. What does Jenny want the Lotus Hotel to do now?

BUSINESS ADMINISTRATION
ADMINISTRATION & FINANCE Photocopiable © B Burlington Books 21
 Test 6: Units 9-12

Vocabulary (50 points)

Vocabulary
1 Circle the correct answer
answer.. (8 points)
1. I worked a lot of specifications / insurance / overtime last month.
2. Some people don’t like to be asked their slogan / age / vendor.
3. Don’t leave your bags or luggage unattended / stored / displayed at any time.
4. We spoke to the manager about the rude / non-smoking / luxurious hotel staff.
5. The job pays a voucher / trend / salary of £50,000 a year.
6. The hotel has got a restaurant on its itinerary / premises / firewall.
7. We asked Kate to help, but she flowed / refused / solved to do anything.
8. I’m thinking of accompanying / landing / displaying Jenny to the exhibition
e xhibition next year.
year.

2 The words and phrases in bold are in the wrong

wrong sentences. Write
Write them next to the correct sentences.
(8 points)
1. Our company’
company’ss employees can take up to two weeks of laundry service a year. Unpaid
2. A body language of the song has been watched wa tched 10,000 times on YouTube.
YouTube. Vídeo
3. I walk at least an hour a day
day.. I don’t
don’t need to join a standard room. Fitness
4. These planes
planes are
are so small. There
There isn’t
isn’t enough fitness centre for my luggage. Storage
5. We took a storage space at the hotel to save money. Standard
6. We offer our return ticket to homes, hotels, restaurants and hairdressers in the area.
Laudry
7. I could tell from Alice’
Alice’ss unpaid leave that she was becoming impatient.
Body
8. AngelAir. Return
I’ve booked a video clip to Naples on AngelAir.

3 Circle the correct word to show you understand the underlined words. (8 points)
1. The bill doesn’t include service. Don’t forget to give the waiter a deposit / nod / tip.
2. All requests for holiday leave must be restricted / approved / rejected by your department manager.
3. You will have to show
show your boarding
boarding pass at the spa / gate / exhibition before you get on the plane.
4. We can’t give you a refund, but we can exchange / monitor / question the item.
5. What skills
skills do
do you need to be a co-worker / passenger / chef?
6. We alerted the security guard about the man’
man’ss commercial / potential / suspicious behaviour.
7. The card reader was broken whenwhen I arrived at work, so I couldn’t clock in / take off / clock out.
8. We have vouchers for this hotel, but we can’t use them in low season / high season / maternity leave.

4 phrases. Then complete each sentence with the correct phrase. (12 points)
Match A to B to form phrases.

A B
1. half a. service
2. luxury b. board
3. personal c. flight
4. valued d. belongings
5. room e. customer
6. outbound f. suite
Personal
1. Don’t forget to take your with you when you get off the plane.
Room
2. Does the hotel offer ? I’m really hungry,
hungry, but I’m too tired to go out
to a restaurant.
Luxury
3. If I had more money
money,, I would stay in the hotel’
hotel’ss .
Half
4. We’ll be busy touring all day
day,, so we only need to book
at the hotel.
5. As a
Valued , we’d like to offer you a 20% discount on your purchase.
6. Which airport does the Outbound leave from?

BUSINESS ADMINISTRATION
ADMINISTRATION & FINANCE Photocopiable © B Burlington Books 22
 Test 6: Units 9-12

5 Complete the sentences with the phrases below. (8 points)

has got a hole w at our expense w written notice w in the long run w is missing a part w be in touch
making small talk w failed to meet
1. It’
It’ss a lot of work to start a business, but I’m sure we’ll make a big profit.
2. It was nice meeting you. Here’Here’ss my business card. Let’
Let’ss .
3. I just noticed that the dress I bought yesterday ! I’m going to return it
to the shop right now.
4. People didn’t like the film. It expectations.
5. If you want to leave your job, you must give 30 days .
6. I don’t enjoy at exhibitions. I never know what to say say..
7. We will replace the broken items . We’ve already sent them by courier
courier..
8. We received the machine this morning, but it . It can’t work without it.

6 Circle the correct response. (6 points)

1. The flight has got a stopover in Hong Kong
for an hour.
a. I’d prefer a direct flight.
b. Make sure you do not have any overweight
luggage.
c. Both a and b.
2. The Orchid is a popular award-winning restaurant.
a. What cuisine do they serve?
b. I’ve heard it has got an excellent reputation.
c. Both a and b.
3. We’re hoping to enter the European market
next year.
a. We value you as a customer
customer..
b. Have you thought about how to achieve
that goal?
c. Both a and b.
4. I’d like to rent a car.
a. Can I see your driving licence, please?
b. We offer unlimited mileage on many of
our cars.
c. Both a and b.
5. John has asked to take some time off next week.
a. Tell him we’ll credit his account.
b. Yes, I know. He has to deal with some
family matters.
c. Both a and b.
6. I see APS Security hashas got a vacancy for a
personal assistant.
a. Yes, the company is expanding. It’ It’ss for
the new Manchester office.
b. Yes, it’s for Susan’s job. She’s going on
maternity leave in January.
c. Both a and b.

Functional Language (10 points)

Match the sentences in A to the responses in B.

A B
1. We’re checking out different hotels for a business a. Certainly.
Certainly. Would you like to make a
trip from 17th to 19th of July. reservation now?
2. Hello, Mr Daniels. You wanted to see me. b. He must notify his or her manager
3. I made a reservation for the CEO on a morning immediately.
flight to San Diego on 12th July,
July, but I have to c. Nice to meet you. I’m Matt Johnson from
change the reservation. Eden Nature Foods.
4. We’ll also need a stand for promotional materials. d. Certainly
Certainly.. May I have the passenger’
passenger’ss
5. I should log off the computer when I leave. name and flight number
number,, please?
6. What happens if an employee forgets his swipe e. Where will we put the giveaways?
card or loses it? f. Yes, I’m afraid there have been complaints
7. I’d also like to know if we can book a private room from customers about you.
for a party of 12 at the hotel restaurant. g. It’s $150 a night.
8. This will have serious consequences for our h. How many people are we talking about?
business. i. And remember to also lock all office doors.
9. Hi, I’m Lynne Peters. I represent Allison’
Allison’ss Bakeries. j. I’m sure we will find a way to compensate
10. What are your rates? you for the inconvenience.

BUSINESS ADMINISTRATION
ADMINISTRATION & FINANCE Photocopiable © B Burlington Books 23