ЗФО 2курс 3 семестр Контрольные работы


Контрольные работы для II курса
Семестр 3
Вариант 1
Grammar
1. Complete the sentences using the correct form of the verbs in brackets.
1. He said he (to listen) to the same stories for a long time. 2. You ever (to be) to the new stadium? – Yes, I (to be) there last Saturday. 3. The old lady was happy: she (not to see) her son for three years. 4. What you (to do) at 5 o’clock yesterday. 5. How many pages you (to translate) for today? 6. The day (to be) cold and it (to rain). When I (to reach) home, my raincoat (to be) all wet. 7. Ring me up at eleven o’clock, I (not to sleep). 8. When Mrs. Smith (to come) home yesterday, she (to see) that her daughter (to cook) supper and (to wait) for her with the table laid. 9. I (to walk) for about an hour when I (to see) a little house not far from the river. 10. You (to be) late for the concert if you (not to take) a taxi.
Put the following into Indirect Speech:
1. Mother says, ‘Ann, open the door’. 2. Grandmother says, ‘Is it hot today, Mary?’ 3. She says, ‘When will you be back, Nick?’ 4. ‘Have you lost anything, Madam?’ asked the policeman. 5. Miller said, ‘We often talk about you, Hans’. 6. She said, ‘I was working from 3 till 5 p.m.’ 7. The teacher said, ‘What books will you read next year, students?’ 8. She said, ‘Will my dress be ready in time?’ 9. He says, ‘How many stories by Maugham have you read this year, Alice?’ 10. Mike asks his brother: ‘Are there any pictures in the book?’ 11. She said, ‘He is my little son, whom I lost in the forest.’ 12. The Star-Child said, ‘I have only one piece of money in my wallet, and if I don’t bring it to my master he will beat me, for I am his slave.’ 13. He said, ‘But you mustn’t chatter. I am very busy. Smoke a cigarette and keep quiet.’ 14. The painter said, ‘The old man you saw today in the studio was Baron Hansberg. He is a great friend of mine, buys all my pictures and a month ago asked me to paint him as a beggar. And I must say he made a magnificent figure in his rags.’ 15. The girl said, ‘I am sorry for you, but my brothers are going back to Eton tomorrow and then no one will annoy you.’ 16. ‘My dear Lady Clem, I never have a moment to myself,’ said Lord Arthur. ‘I suppose you mean that you go about all day long with Miss Sybil Marton, buying things and talking nonsense?’ ‘I assure you I have not seen Sybil for twenty four hours, Lady Clem,’ said Lord Arthur. 17. ‘I don’t think I like boys,’ answered the Swallow. 18. Mother said, ‘Jane writes charming letters. You must really read her last, Arthur. It is as good as the novels she sends us.’ 19. Hans said to himself, ‘It has certainly been a hard day but I am glad I did not refuse the Miller, for he is my best friend and he is going to give me his wheelbarrow.’ 20. ‘Please, don’t go, Miss Virginia,’ he cried, ‘I am so lonely and so unhappy, and I really don’t know what to do, I want to go to sleep and I cannot.’
II. Reading Comprehension
Text 1
Tangibilising the intangible
Hospitality services are intangible which means not only the fact that they cannot be seen, tasted, heard, or smelled but also that it is impossible to experience these services before they are purchased. It causes uncertainty in the customers about the quality of services they are going to purchase. Before boarding an airplane, passengers have nothing but a ticket and the promise of safe delivery to their destination. To reduce this uncertainty, the customers look for physical evidence that may provide information and confidence about the service. A hotel’s promotional material might include photographs of the hotel’s public area, guest rooms, floor plans of a meeting hall (for meeting planners who might like to organize a meeting in the hotel), room capacities and furniture, the photographs of employees in the hotel’s uniform, of the exterior of the hotel, etc.
Everything about a hospitality company communicates something that helps to tangibilize its services. Red and white awnings, the outside patio and white striped building wall displaying the signs of the restaurant chain TGI Friday’s in large letters tell the potential guests that this restaurant offers informality and fun. A couple looking for an elegant, intimate atmosphere would be disappointed at Friday’s.
Similarly, the exterior of the hotel Hampton Inn’s suggests that it will provide clean, comfortable and safe lodging at moderate price. When guests arrive, they find no door clerks, concierge desk, or other features appropriate for an upscale hotel. Instead, they find an attentive desk clerk in an appropriate uniform and a small lobby with comfortable but moderate furnishing. In recent years, the so-called “greening” has become popular with the organizations of hospitality industry: the use of outside natural landscaping and the “fern bars” as a part of the interior.
Hospitality companies are very sensitive to protecting the visual image and overall appearance known as trade dress. The McDonald’s has brought suit against competitors who dared to copy any form of golden arches. Experts say that to compete effectively in today’s market, it is necessary to design an effective trade dress while taking care not to imitate too closely that of any competitor.
Give Russian equivalents and use them in the sentences of your own:
a promotional material, a floor plan, specific, room capacity, lodging, a lobby, a door clerk, a concierge, a desk clerk, greening.
Write out from the text the whole sentences which contain the words and phrases given below and translate them into Russian:
to purchase a service, before boarding an airplane, physical evidence, to provide confidence, exterior of the hotel, the outside patio, safe lodging at moderate price, features appropriate for, moderate furnishing, natural landscaping, interior, trade dress, to bring a suit against, to imitate closely.
Answer the following questions:
1. What can serve as a means to tangibilize the experience you are promised to have?
2. What sort of information is usually given in typical promotional materials?
3. What idea does the exterior of the restaurants belonging to the chain TGI Friday’s communicate?
4. What does the exterior of the hotels belonging to the chain Hampton Inn’s suggest?
5. What term is used in hospitality industry to refer to the use of vegetation as a means to decorate the building?
6. What term is used to refer to the visual image and overall appearance of a hospitality company?
7. What serves as a trade dress of McDonald’s and what part of it is so valuable for the company that they bring suit against competitors who imitate it?
8. According to experts, why is it necessary to design an effective trade dress?
Text 2
Contact personnel
Efforts to control consistency in the hospitality industry are sometimes unsuccessful because concentration is not placed on the right areas. In the book called You Can’t Lose If the Customer Wins Ron Nykiel, a former vice-president for Stouffer Hotels discusses the areas in the hotel on which employee – customer contacts take place. He calls these areas “points-of-encounter”. Here is the extract from this book which begins with an imaginary journey in which the readers are invited to stay at the imaginary hotel called King’s Crown.
“Our flight has just landed and you decide to call the hotel so that to inform the hotel that we are here and arrange for a pickup in their van. You find a phone booth and dial the number.
Encounter Point 1: The Voice on the Phone. The phone is ringing and ringing and ringing. After what seems like eternity a voice answers, “Hello!” You wonder if this is really King’s Crown Hotel and not the hell. Before we can say more, the voice says, “Please hold on,” and is gone. When it returns, you state the purpose of your call. “But you are booked for tomorrow, are you sure you’re here?”
After a considerable discussion, you are told that you can have a room, but all the nonsmoking ones are gone. Fortunately, there is one available since the previous guest just died of emphysema, leaving available space. Wait for a van near Terminal 2.
Encounter Point 2: Our Delightful Driver. After twenty-nine minutes of your waiting under cold drizzle, the van arrives. A nonuniformed individual of questionable gender tells us that someone forgot to tell (him/her?) that passengers were waiting until just now, so (he/she?) cannot be blamed for being late. Mr. or Ms driver got a bad disk out of joint yesterday, so we have to place our bags in the van. Arriving at the hotel we unload the bags, but find our driver waiting with palm up.
Encounter Point 3: The Invisible Bell Person. Thirty centimeters before dragging ourselves to the front desk, a uniformed porter emerges from thin air and attempts to “de-bag” us. Having dragged tonnage this far, we reject the offer only to be given that look of “miserable low-class skinflints”.
Encounter Point 4: The Front Desk. The Bell Cap is not the only person to suddenly emerge as now a Convention of Royal Muscrats in front of us to the only desk clerk on duty. Forty-seven minutes later it is our turn.
You guessed it; reservation didn’t relay the message that we were coming and the body still has not been removed from that single remaining smoke-filled vacant available room. Suddenly, the desk clerk asks if we don’t love the appearance of the lobby, which was just renovated with pure gold at a cost of $365 million. Ten minutes later we are being escorted to the police station for attempted murder of a desk clerk.”
Give Russian equivalents and use them in the sentences of your own:
a point-of-encounter, a phone booth, to arrange for a pickup, to book smb, to unload the bags, a bell person, a front-desk clerk, to relay the message, to renovate the lobby, vacant available room.
Explain in English what is meant by the following phrases illustrating them with the examples of your own:
“Please hold on!”, nonsmoking rooms are gone, a guest died leaving available space, a nonuniformed individual of questionable gender, our driver is waiting with palm up, a porter attempts to “de-bag” us, a look of “miserable low-class skinflints”, for attempted murder of a desk clerk, we are being escorted to, the only desk clerk was on duty.
Answer the following questions:
1. Who is the author of the book from which this extract is taken?
2. What can you say about the style his book is written in?
3. What does Ron Nykiel mean by a point-of-encounter?
4. What was the purpose of calling to the hotel?
5. Why did they have to wait so long before being answered on the phone?
6. What was their first surprise?
7. What solution was proposed by the reservation office?
8. Why did they have to wait so long before being picked up by the hotel van?
9. What was wrong with their driver?
10. What problem did they confront at their arrival at the hotel?
11. Why did they reject an offer of help from the porter?
12. How long did they stand in line before the reception desk? Why so long?
13. What did they learn from the desk?
14. Why did they feel like murdering the desk clerk at the end?
Вариант 2
Grammar
1. Complete the sentences using the correct form of the verbs in brackets.
1. He noticed that his friend (to become) much more independent of his parents. 2. He wanted to know if you (to come back) early. 3. He said that they would see less of each other when they (to move) to London. 4. She (to show) her birth certificate? She cannot be more than 20. 5. I expect you (to hear) about English breakfast. Very few people (to know) now the usual English breakfast (to be) like. 6. He (to laugh) best, who (to laugh) last. 7. She was a woman of nearly fifty who (to be) obviously pretty once. 8. She heard him sigh while he (to read). 9. I (to meet) Ann at her father’s house twenty years ago and (to know) her ever since. 10. Oh! You (to bring) someone. Introduce me.
Put the following into Indirect Speech:
1. ‘Do you know where the Browns live?’ we asked a passerby. 2. ‘What have they decided to do on their holiday?’ my cousin asked. 3. She asked me, ‘How long are you going to stay here?’ 4. ‘Don’t make noise,’ said Tom’s mother to him. 5. ‘When did you receive this letter?’ my friend said to me. 6. She said, ‘I am busy today and I will be busier tomorrow.’ 7. ‘We are playing volleyball’ said Ann. 8. ‘I want to know how he was feeling at that time.’ 9. Nick said to his mother, ‘I am doing my homework and won’t go anywhere.’ 10. ‘We saw a lot of interesting places when we were traveling around Europe last summer’ said he. 11. She cried, ‘I will never show you a young lady’s letter again.’ 12. ‘But they have not lost their only son,’ she cried, ‘no misfortune has happened to them at all.’ 13. The minister said, ‘I have always been of opinion that emigration is the only thing for England. I guess the old country is so overpopulated that they have not enough place for everybody.’ 14. ‘Papa,’ said Virginia quietly, ‘I have been with the Ghost. He is dead and you must come and see him. He has been very wicked but he was sorry for what he had done and gave me this box of beautiful jewels before he died.’ 15. He cried, ‘It’s a lie! Don’t believe him, Charles!’ 16. He said, ‘Tell me what has happened. I must know.’ 17. Sybil cried, ‘What’s the matter, Arthur? How white you look!’ 18. ‘Don’t bother grown-ups, Taffy,’ said her father. 19. He said, ‘You are the very person I have been looking for all these days.’ 20. Taffy said to the Stranger-Man, ‘Now I’ll draw you some beautiful pictures. First I’ll draw Daddy fishing. It isn’t very like him, but Mother will know because I’ve drawn his spear all broken. Well, now I draw the other spear that he wants. That’s the spear I want you to bring: so I’ll draw a picture of myself explaining to you. Now I’ll draw you. I think you’re very nice really, but I can’t make you pretty in the picture, so you mustn’t be offended. Are you offended?’
II. Reading Comprehension
Text 1
The tourist business
Tourism may be defined as the science, art and business of attracting and transporting people, accommodating them, and catering to their needs and wants. As an industry, tourism is a dynamic, evolving, consumer-driven force. It is the world’s largest industry, with approximately $ 3.5 trillion in gross output. It is the employer of 183 million people. This represents 10.2 per cent of the global workforce. By employing one out of every ten workers, travel and tourism is the world’s largest employer. As an industry, tourism is expected to grow much faster than other sectors, about twice as fast as world GNP, especially international travel. Growing so rapidly, tourism presents both tremendous opportunities and challenges. Although a mature industry, tourism is a young profession. The good news is the variety of exciting career prospects for today’s hospitality and tourism graduates.
In addition to their original expenditures, tourists produce secondary impacts on local economy. When a tourist spends money to travel, to stay in a hotel, or to eat in a restaurant, that money is recycled by these businesses to purchase more goods, thereby generating further use of the money. In addition, employees of businesses who serve tourists spend a higher proportion of their money locally on various goods and services. This chain reaction continues until there is a leakage, meaning that money is used to purchase something from outside the area. This phenomenon is usually called the multiplier effect. Most developed economies have a multiplier effect between 1.7 and 2.0. This means that the original money spent is used again in the community between 1.7 and 2.0 times.
However, tourism results not only in sociocultural benefits but also in problems. Imagine the feelings of an employee in a developing country who earns perhaps $ 5 per day when he or she sees wealthy tourist flaunting money, jewelry, and a lifestyle not obtainable. Another example might be nude or scanty-clad female tourists sunbathing in a Moslem country. Critics argue that, at best, tourism dilutes the culture of a country by imposing the mass tourism market. Most resorts offer little opportunity for meaningful social interaction between the tourist and the host community. As a rule, only the lower positions are filled by the local people in the luxury hotels built by foreign developers.
On the other hand, proponents of the sociocultural benefits of tourism are able to point out that tourism is a clean and green industry, that most of hotels are built with concern for the environment and use local crafts people, designers, and materials. Tourism brings new revenue to the area; it also creates and maintains higher rate of employment than if there were no tourism. It may act as a catalyst for the development of the community because this revenue helps to provide schools, hospitals, and so on.
Give Russian equivalents and use them in the sentences of your own:
to accommodate, catering, a multiplier effect, a lifestyle, sunbathing, the mass tourism market, the host community, a developer, tax revenue, benefits.
Write out from the text the whole sentences which contain the words and phrases given below and translate them into Russian:
an employer, GNP, the host community, to be recycled, without distinction, to flaunt money, obtainable, a proponent, rate of employment, а mature industry, career prospects, a chain reaction, a scanty-clad female tourist, a green industry.
Answer the following questions:
1. What is meant by tourism?
2. Are there any differences in meaning between the English word ‘tourist’ and its Russian equivalent «турист»?
3. Why is travel and tourism considered to be the world’s largest employer?
4. What can you say about economic impact of tourism?
5. What is meant by the multiplier effect?
6. Why are tourists sometimes disliked by the host community?
7. What do the critics say about the negative impact of tourism?
8. What do the advocates of tourism say in defense of this business?
Text 2
Guest information management
Progressive hospitality companies are all customer-oriented and do not spare efforts to gather all relevant information about their current and potential guests. There are several simple techniques to do it properly. Most common of them is placing guest comment cards on dining room tables and in guest rooms. Or they are handed to departing customers. This technique provides useful information and insights into problem areas. For example, several negative comments on food would indicate a potential problem for a restaurant, if no corrective action is taken.
A problem with guest comment cards is that they may not reflect the opinions of the majority of guests. Commonly, only those people who are very angry or very pleased take the time to complete a card. Thus comment cards can be useful in spotting problem areas, but they are not a good indication of overall guest satisfaction.
In order to identify frequent and repeat guests and give them top priority in a sales blitz, the company needs an automated guest history. It is also important to know the former frequent guests who are no longer using the hotel. Salespeople will want to call on these former clients to see if they can regain their business. This system offers a competitive advantage to a chain, particularly a small chain.
One of the most useful sources of information is the company records. This information is vital in improving service, creating effective advertising and sales promotion programs, developing new products, improving existing ones, and developing marketing and sales plans. Unfortunately, many hospitality firms have only a vague idea of who their guests are.
In order to know more about their guests’ preferences, hospitality companies often hire disguised or mystery shoppers to pose as customers and report back on their experience. Some companies use shoppers to alert managers, so that they would pay more attention to important areas of the operation. But this technique works best if used for recognition and reward for good job performance. This is the concept of positive reinforcement. If employees feel that the only purpose of a disguised shopper program is to report poor service and reprimand them, the program will not fulfill its full potential. This technique can also be used for marketing intelligence.
Give Russian equivalents and use them in the sentences of your own:
a guest comment card, to complete (a card), an automated guest history, a sales blitz, company records, a disguised shopper, to alert managers, developing marketing and sales plans, unfortunately, recognition and reward.
Explain in English what is meant by the following phrases illustrating them with the examples of your own:
an insight into, to spot smth, to regain one’s business, to alert smb, to be ‘shopped’, to report poor service, to fulfill one’s full potential, vague idea, to pose as customers, top priority.
Answer the following questions:
1. Why do you think progressive hospitality companies are all customer-oriented?
2. What is the most common technique of gathering all relevant information about the current and potential clients which hospitality industry use today?
3. Where are the guest comment cards usually placed?
4. What are the guests supposed to do with the guest comment cards?
5. Why is the information drawn from guest comment cards thought to be not objective?
6. Why can the guest comment cards still be very useful?
7. What can the managers do with the help of automated guest history?
8. What advantages does automated guest history system give to the company?
9. What information can marketing managers take from the company records?
10. What can they do with the help of this information?
11. What are disguised or mystery shoppers supposed to do?
12. When does this technique fulfill its full potential?
13. What is meant in the text by the concept of positive reinforcement?
14. What else can the technique of disguised or mystery shoppers be used for?

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