REVISION FOR THE FINAL TEST

English for Tourism and Business 1

Test format: 2 parts

▶ Time limit: 6 minutes
- Part 1: Conversation (3 mins): Students will make a conversation based on given
topics.
- Part 2: Problem solving (3 mins): Students will be asked to solve some situations
related to Hotel and Tourism.
▶ Scope: Lesson 1-Lesson 10

Content Conversations Problem situations

Lesson 1 Act 2A, 2B (p2,3) Act 3 (p3)
Lesson 2 Act 1,2 (p4,5,6) Act 3 (p6)
Lesson 3 Act 1 (p13), act 2B (p14,15,16) Act 3 (p16)
Lesson 4 Act 2,3 (p18,19,20) Act 4 (p20,21)
Lesson 5 Act 1,2 (p22,23) Act 3(p24)
Lesson 6 Toàn bộ lesson 6
Nếu trùng với Lesson 1-5 thì có thể sử
dụng conversations từ L1-5
Lesson 7 Act 1,2 (p34-37) Act 3 (p37)
Lesson 8 Act 1,2 (p41,42) Act 3 (p42,43)
Lesson 9 Act 1B (p47,48) Act 2 (p49)
Lesson 10 Toàn bộ lesson 10
Nếu trùng với Lesson 7-9 thì có thể sử
dụng các conversations từ L7-9
Lesson 4,7,8,9: mỗi bài tự học thông tin về
1 lễ hội/tour du lịch quanh thành phố/điểm
đến/làng nghề cụ thể tại Việt Nam
(celebrations, city tour, natural destination,
historical destination, traditional handicraft
villages), không có phần thông tin cho
sẵn như giáo trình
Sample

Problem situation: Ngoài các tình huống trong sách, học thêm những tình huống sau:
1. An area depends a lot on tourism but local residents lack knowledge about the
tourism and hospitality industry. Therefore, they don't know how to take advantage
of the available tourism resources to get well-paid jobs. As a local government
official, what would you do?
 - Develop Public Awareness Campaigns: Raising awareness about the economic and
social benefits of tourism can motivate residents to participate actively in the industry.
Campaigns could include success stories from neighboring regions where tourism has
transformed local livelihoods.
- Organize Training Programs: I would collaborate with educational institutions and
tourism professionals to organize workshops and training sessions. These programs
would focus on teaching residents essential skills such as customer service, language
proficiency, and cultural awareness, which are critical for working in the tourism
sector.
- Promote Community-Based Tourism: Encouraging community-based tourism
initiatives can help locals understand how to leverage their unique culture, traditions,
and natural resources. For instance, locals could be trained to offer guided tours,
homestays, or traditional craft demonstrations, generating income directly from
tourists.

2. When guests lose their belongings, as a hotel manager/receptionist, etc., what

would you do?
If guests lose their belongings in the hotel, as a hotel manager or receptionist, I would
handle the situation professionally and ensure guest satisfaction
- Gather Information: I would ask the guest for specific details about the lost item,
such as its description, approximate time and location it was last seen, and any other
relevant information.
- Offer Assistance: If the item cannot be located immediately, I would offer to assist
the guest further, such as helping them report the loss to local authorities or providing
contact information for relevant services, such as the lost-and-found department or
insurance providers.

3. When guests have room problems (broken air conditioning, no Wi-Fi, uncleaned
bathroom, uncleaned room, etc.), as a hotel manager/a receptionist, etc., what
would you do?

 Listen Attentively and Apologize Sincerely:

I would listen carefully to the guest’s complaint and express genuine apologies for the
inconvenience. Acknowledging the problem promptly shows the guest that their concerns are
taken seriously.

 Identify the Problem:

I would ask for specific details about the issue to understand the extent and urgency of the
problem. For example, if the air conditioning is broken, I would ask whether it’s completely
non-functional or just underperforming.

 Act Immediately:

 For technical issues (e.g., air conditioning, Wi-Fi): I would contact the maintenance or
IT team immediately to resolve the issue as quickly as possible.
 For cleanliness issues (e.g., uncleaned room or bathroom): I would inform
housekeeping right away to address the problem.
 Offer Temporary Solutions:
While the issue is being resolved, I would provide alternatives to minimize the guest’s
discomfort. For instance:

 If the air conditioning is broken, I would offer a portable fan or a change to a new
room if available.
 If Wi-Fi is unavailable, I could provide a mobile hotspot or suggest areas in the hotel
with better connectivity.

4. When guests have their belongings stolen from the hotel, as a hotel
manager/receptionist, etc., what would you do?
- Remain Calm and Empathetic: I would listen to the guest’s concern carefully and
express sincere regret for the incident.
- Gather Detailed Information: I would ask the guest for specific details about the
stolen item, such as its description, approximate value, the last place they had it, and
when they noticed it was missing.
- Inform Security Immediately:I would notify the hotel’s security team to begin an
investigation. This might include reviewing CCTV footage, questioning relevant staff,
and checking areas where the item was last seen.
- Assist with Filing a Police Report: If the guest wishes to report the theft to the
police, I would offer assistance by providing necessary documentation, such as a
written incident report, and facilitating communication with local authorities.

5. Guests don't have enough parking spaces at your hotel, as a hotel

manager/receptionist, etc., what would you do?

Apologize and Show Understanding:

I would express genuine regret for the inconvenience and reassure the guest that we are
committed to resolving the situation promptly.

- Offer Immediate Alternatives: I would ensure that staff are available to assist guests
in finding alternative parking or guide them to the nearest available spaces. Providing
clear directions or maps can make this process smoother.

- Compensate for the Inconvenience: To show goodwill, I would consider

offering compensation, such as waiving parking fees for those who need to
park off-site, providing free shuttle service from external parking locations,
or offering discounts on their stay.
- After addressing the parking issue, I would check in with the guest to ensure they are
satisfied with the solution provided. This reinforces our commitment to excellent
customer service.

6. If guests receive inaccurate information (about time, location, and services) from
your hotel staff, as a hotel manager/a receptionist, etc., what would you do?
- Apologize Sincerely and Take Responsibility

- Correct the Information Immediately

 I would provide the guest with the correct and updated information about the time,
location, or service in question. Ensuring clarity is crucial to prevent further
confusion.

- Offer Immediate Assistance: If the misinformation caused a delay: Help the guest
reschedule or find alternative arrangements.
-
7. If guests experience long waiting times at your hotel, as a hotel manager/receptionist,
etc., what would you do?/ If guests experience long waiting times in your restaurant,
as a restaurant manager/a waiter, etc., what would you do?
- Explain the Cause: I would briefly explain the reason for the delay if appropriate,
such as high demand
- Offer Alternatives or Immediate Solutions:

+ At the Hotel:

 Provide a comfortable waiting area with refreshments, magazines, or Wi-Fi access.

 Offer early access to other amenities, such as the lounge or pool, if possible.

At the Restaurant:

 Offer complimentary drinks, snacks, or appetizers to make the wait more pleasant.

 Suggest alternative seating arrangements if some areas are available sooner.

8. If visitors get lost during the tour, as a tour guide, what would you do?

- Stay Calm and Reassure the Group

I would remain calm and reassure the rest of the group that the situation is under control. This
helps maintain trust and reduces anxiety among other visitors.

Quickly Identify the Missing Visitor

I would gather details about the lost visitor, including their name, appearance, clothing, and
any distinguishing features. If they had provided contact information, such as a phone
number, I would attempt to reach them directly.

 Communicate with Staff: If the tour is in a managed area (e.g., a museum, park, or
historical site), I would inform onsite staff or security to help locate the missing
person.

9. If a visitor lost his/her item during the tour, as a tour guide, what would you do?
-
10. If tour guide is sick or unavailable on tour days and cannot lead the tour, as a
manager/a concierge, what would you do?