Part 1

Questions 1–10 Complete the notes below. Write ONE WORD for each answer.

Basic cleaning package offered

● Cleaning all surfaces ● Cleaning the 1 __________ throughout the apartment ● Cleaning shower, sinks, toilet etc.

Additional services agreed

● Every week

– Cleaning the 2 __________ – Ironing clothes – 3 __________ only

● Every month

– Cleaning all the 4 __________ from the inside – Washing down the 5 __________

Other 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. ● Usually, each customer has one regular cleaner.

Part 2

Questions 11–14 Choose the correct letter, A, B or C.

11 Many hotel managers are unaware that their staff often leave because of

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 __________

Part 3

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 ring it liked it at first.

Items of sporting equipment

25. the table tennis bat __________ 26. the cricket helmet __________ 27. the cycle helmet __________ 28. the golf club __________ 29. the hockey stick __________ 30. the football __________

Part 4

Questions 31 – 40 Complete the notes below. Write ONE WORD ONLY for each answer.

What is maple syrup?

● made from the sap of the maple tree

● added to food or used in cooking

● colour described as 31 __________

● very 32 __________ compared to refined sugar

The maple tree

● has many species

● needs sunny days and cool nights

● maple leaf has been on the Canadian flag since 1964

● needs moist soil but does not need fertiliser as well

● best growing conditions and 33 __________ are in Canada and North America

Early maple sugar producers

● made holes in the tree trunks

● used hot 34 __________ to heat the sap

● used tree bark to make containers for collection

● sweetened food and drink with sugar

Today’s maple syrup

The trees

● Tree trunks may not have the correct 35 __________ until they have been growing for 40 years.

● The changing temperature and movement of water within the tree produces the sap.

The production

● A tap drilled into the trunk and a 36 __________ carries the sap into a bucket.

● Large pans 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.

● The syrup is ready for use.

● A huge quantity of sap is needed to make a 40 __________ of maple syrup.

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1. floor(s)

2. fridge

3. shirts

4. windows

5. balcony

6. electrician

7. dust

8. police

9. training

10. review

11. A

12. A

13. A

14. C

15. A

16. C

17. B

18. C

19. B

20. A

21&22. C, E

23&24. A, D

25. B

26. F

27. A

28. D

29. C

30. G

31. golden

32. healthy

33. climate

34. rock(s)

35. diameter

36. tube

37. fire

38. steam

39. cloudy

40. litre / liter

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