1) What is one of the greatest things about staying at a hotel according to the audio? a) The large rooms b) The low prices c) The location d) The services 2) What must a hotel provide to be successful? a) Recreational activities b) Nicely decorated rooms c) The best possible service d) Free meals 3) Why do hotels need to follow certain standards nowadays? a) Because there is more competition b) Because customers are increasing their demands c) Because employees request it d) Because the law requires it 4) How should hotel service staff be? a) Serious and strict b) Well dressed, good looking, polite, and very patient c) Fast and strong d) Funny and creative 5) What is the most important quality in a hotel employee? a) Being tall b) Being very sociable c) Being “as patient as patient can be” d) Being multilingual 6) What could cause an employee to be laid off? a) Arriving late b) Talking too much c) Being impolite or rude to a customer d) Not smiling 7) What can bad behavior toward a customer create? a) Higher sales b) A better reputation c) Fewer complaints d) A bad image of the hotel 8) What problem does Luke have in the first situation? a) He wants a taxi b) He is hungry c) He has a wrinkled shirt d) He lost his key 9) What does Monique want in the second situation? a) To make a reservation b) To have a midnight snack c) To call her family d) To request extra towels 10) What does Luke need in the third situation? a) A massage b) An extra blanket c) An early wake-up call d) His room cleaned

Listening 74

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