Questions 1-10
Complete the notes below.
Write ONE WORD AND/ OR A NUMBER for each answer.
Easy life cleaning services
Basic cleaning
package offered
• Cleaning all surfaces
• Cleaning the 1……… throughout the apartment
• Cleaning shower, sinks toilets etc.
Additional
service agreed
• Every week
- Cleaning the 2………
- Ironing clothes – 3……… only
• Every month
- Cleaning all the 4……… from the inside
- Washing down the 5………
Oher
possibilities
• They can organise a plumber or an 6……..
if necessary
• A special cleaning service is available for customers who are
allergic to 7……..
Information
on the cleaners
• Before being hired, all cleaners have a background check carried
out by the 8…….
• References are required
• All cleaners are given 9…….. for two weeks
• Customers send a 10…….. after each visit
Questions 11-14
Choose the correct
letter, A, B or C.
11. Many hotel managers are
unaware that their staff often
A
a lack of training. B long hours. C
low pay.
12. What is the impact of high
staff turnover on managers?
A an
increased workload
B low
morale
C an
inability to meet targets
13. What mistake should
managers always avoid?
A
failing to treat staff equally
B
reorganising shifts without warning
C
neglecting to have enough staff during busy periods
14. What unexpected benefit did
Dunwich hotel notice after improving staff retention rates?
A a
fall in customer complaints
B an
increase in loyalty club membership
C a
rise in spending per customer
Questions 15-20
Which way of
reducing staff turnover was used in each of the following hotels?
Write the correct letter, A, B or C, next to Questions 15-20.
Ways
of reducing staff turnover
A improving relationships and
teamwork
B
offering incentives and financial benefits
C
providing career opportunities
Hotels
15. The Sun Club
16. The Portland
17. Bluewater Hotels
18. Pentlow Hotels
19. Green Planet
20. The Amesbury
Questions 21 and 22
Choose TWO letters, A-E.
Which TWO points do Thomas and Jeanne make about Thomas’s
sporting activities at school?
A He should have felt more
positive about them.
B The training was too
challenging for him.
C He could have worked harder
at them.
D His parents were disappointed
in him.
E His fellow students admired him.
Questions 23 and 24
Choose TWO
letters, A-E.
Which TWO feelings did Thomas experience when he was in Kenya?
A disbelief
B relief
C stress
D gratitude
E homesickness
Questions 25-30
What comment do the
students make about the development of each of the following items of sporting
equipment? Choose SIX answers from the box and write the
correct letter, A-H, next to Questions 25-30.
Comments
about the development of the equipment
A
It could cause excessive sweating.
B
The material was being mass produced for another purpose.
C
People often needed to make their own.
D
It often had to be replaced.
E
The material was expensive.
F
It was unpopular among spectators.
G
It caused injuries.
H
No one using it liked it at first.
Items
of sporting equipment
26. the cricket helmet
27. the cycle helmet
28. the golf club
29. the hockey stick
30. the football
Questions 31-40
Complete the notes below.
Write ONE WORD ONLY for each answer.
Maple
Syrup
What is maple syrup
• Made from the sap
of the maple tree
• Color described as 31………
• Added to food or used in cooking
• Very 32… compared to refined sugar
The
maple tree
• Has many species
• Needs sunny days and cool nights
• Best growing conditions and 33……. are in
Canada and North America
Early
maple sugar producers
• Made holes in tree trunks
• Used hot 34……. to heat the sap
Today’s
maple syrup
• The trees
- Tree trunks
may not have the correct 35…… until they
have been growing for 40 years
• The
production
- A tap is drilled into the trunk and a 36……
carries the sap into a bucket
- Large pens of sap called evaporators are heated by means of a 37……..
- A lot of 38……. is produced during the
evaporation process
- Sugar sand is removed because it makes the syrup look 39... and affects the taste
- A huge quantity of sap is needed to make a 40……
of maple syrup