English for Tourism and Hotels: Unit 5

Shampoo, shower gel, soap and hand lotion are_______________.

• toiletries

• bedclothes

• facilities

• demographics

Tags

CCSS.RI.11-12.5

CCSS.RI.6.5

CCSS.RI.7.5

CCSS.RI.8.5

CCSS.RI.9-10.5

Guests want comfort at a/an_______________ rate. They don't want expensive charges for other facilities.

• secretarial

• affordable

• expected

• overprized

Tags

CCSS.RI.11-12.4

CCSS.RI.9-10.4

CCSS.RL.11-12.4

CCSS.RL.8.4

CCSS.RL.9-10.4

Hotels provide online ____________ systems to allow guests to choose more elements of their stay in advance.

• in-room

• walk-in

• reservation

• marketing

Tags

CCSS.L.2.4D

The ____________ for photocopying is ten cents per copy in the business center.

• emerge

• request

• recharge

• charge

Tags

CCSS.L.2.4B

CCSS.L.2.4C

CCSS.L.3.2E

Guests don't also like ______________ breakfast and in-room fridges.

• overpriced

• portable

• romantic

• affordable

Tags

CCSS.L.1.1F

CCSS.L.2.1E

Guests are unhappy when hotel facilities don't meet their expectations, especially _______________ view from their bedroom window.

• uncomfortable

• missing

• disappointing

• shabby

Tags

CCSS.L.1.1F

CCSS.L.2.1E

CCSS.L.K.5B

If the furniture and decor looks old and _______________, guests will also be unhappy.

• uncomfortable

• missing

• shabby

• unhelpful

Tags

CCSS.RI.11-12.4

CCSS.RI.9-10.4

CCSS.RL.11-12.4

CCSS.RL.8.4

CCSS.RL.9-10.4

The common complaint is about _______________ standards, like a dirty room or bathroom.

• unexpected

• negative

• uncontrol

• hygiene

Guests also complain about events outside the hotel's control, including weather conditions and flight _______________.

• delays

• reservations

• expectations

• solutions

Tags

CCSS.RI.11-12.4

CCSS.RI.7.4

CCSS.RI.8.4

CCSS.RI.9-10.4

CCSS.RI.9-10.4

To deal with complaints, listen actively and add some verbal_______________ to show you are listening.

• symbols

• nods

• gestures

• guides

Tags

CCSS.RI.11-12.7

CCSS.RI.8.7

CCSS.RI.9-10.7

CCSS.RL.11-12.7

CCSS.RL.9-10.7