• an art competition

THE WINNERS => https://www.drawntothewild.org/#winners

Drawn to the Wild is a special art festival in Siem Reap, Cambodia. The festival is about art, Cambodian wildlife, and nature. It brings together artists, local people, visitors, and people who care about animals and the environment.

The festival will take place from 18 to 20 September 2026. During the festival, visitors can see many artworks about Cambodian wildlife and nature. The artworks show the beauty and importance of animals and the natural world.

Drawn to the Wild is also an art competition. People who live in Cambodia can enter their artwork. There are different groups for children and adults. Artists can create pictures of Cambodian animals, wildlife, and nature.

The competition has a total of US$15,000 in prize money. There are prizes for the best artworks in the different groups. There is also a People’s Choice Award. Visitors can have a chance to choose their favourite artwork.

The festival is interesting for people who like art, animals, nature, photography, and Cambodian culture. It is also a good opportunity to learn more about Cambodia’s wildlife.

The festival is connected with conservation, which means protecting animals, plants, and nature. The event helps people understand why Cambodian wildlife is important and why it needs protection.

After the festival, the artworks will also be shown in an exhibition. This gives visitors more time to see the artwork.

The official website has the latest information about the festival, the competition, the different groups, and the programme.

Festival: Drawn to the Wild
Place: Siem Reap, Cambodia
Dates: 18–20 September 2026
Theme: Cambodian wildlife and nature
Prize money: US$15,000

_________________________

Vocabulary:

##################

Match the words with the definitions

Words:

1. an art festival
2. to care about the environment
3. an artwork
4. an adult
5. a competition
6. prize money
7. a People’s Choice Award
8. to choose
9. favourite
10. an opportunity
11. to be connected
12. conservation
13. to protect
14. an event
15. protection
16. an exhibition

Definitions:
A. To keep a person, animal, or thing safe.
B. A person who is 18 years old or older.
C. A special event with art, pictures, and artists.
D. A good chance to do something.
E. Money that a person gets for winning a competition.
F. A place or event where people can see art, pictures, or other things.
G. To say which person or thing you want.
H. To think the air, water, animals, and nature are important.
I. The act of keeping someone or something safe.
J. An event where people try to be the best.
K. A picture or other art made by a person.
L. The person or thing you like most.
M. To have a link with something.
N. The work of protecting wild animals and nature.
O. Something special that happens at a planned time and place.
P. A prize for the artwork that people like most.

_________________________

Answers:

1–C | 2–H | 3–K | 4–B | 5–J |
6–E | 7–P | 8–G | 9–L | –
10–D | 11–M | 12–N | 13–A |
14–O | 15–I | 16–F

##################

Match the definitions with the words

Definitions:

1. To keep a person, animal, or thing safe.
2. A person who is 18 years old or older.
3. A special event with art, pictures, and artists.
4. A good chance to do something.
5. Money that a person gets for winning a competition.
6. A place or event where people can see art, pictures, or other things.
7. To say which person or thing you want.
8. To think the air, water, animals, and nature are important.
9. The act of keeping someone or something safe.
10. An event where people try to be the best.
11. A picture or other art made by a person.
12. The person or thing you like most.
13. To have a link with something.
14. The work of protecting wild animals and nature.
15. Something special that happens at a planned time and place.
16. A prize for the artwork that people like most.

Words:
A. an opportunity
B. protection
C. to choose
D. an exhibition
E. an artwork
F. to protect
G. a competition
H. an adult
I. favourite
J. an event
K. to care about the environment
L. a People’s Choice Award
M. an art festival
N. prize money
O. conservation
P. to be connected

___________________________

Answers:

1–F | 2–H | 3–M | 4–A | 5–N |
6–D | 7–C | 8–K | 9–B |
10–G | 11–E | 12–I | 13–P |
14–O | 15–J | 16–L
###################

True or false:

1. Drawn to the Wild takes place in Siem Reap.
2. The festival brings art and wildlife together.
3. The festival is about cars and motorbikes.
4. Children can take part in the art competition.
5. The total prize money is US$50,000.
6. The festival also focuses on protecting nature.
7. The event is only for people who work with animals.
8. Visitors can see artworks about Cambodian animals.
9. The People’s Choice Award is for the most expensive artwork.
10. The festival starts on 18 September 2026.
11. The competition is only for adults.
12. The festival takes place every month.
13. The festival is held in Phnom Penh.
14. There is a total of US$15,000 in prize money.
15. The festival has no prizes for artists.
16. The exhibition gives people a chance to see the artworks.

____________________________

False: 3,5,7,9,11,12,13,15

___________________________

Correct answers:

1. Drawn to the Wild takes place in Siem Reap.
2. The festival brings art and wildlife together.
3. The festival is about cars and motorbikes. True is: The festival is about Cambodian wildlife, nature, and art.
4. Children can take part in the art competition.
5. The total prize money is US$50,000. True is: The total prize money is US$15,000.
6. The festival also focuses on protecting nature.
7. The event is only for people who work with animals. True is: The event is for people who are interested in art, wildlife, and nature.
8. Visitors can see artworks about Cambodian animals.
9. The People’s Choice Award is for the most expensive artwork. True is: The People’s Choice Award is for the artwork that people choose as their favourite.
10. The festival starts on 18 September 2026.
11. The competition is only for adults. True is: Children and adults can take part in the competition.
12. The festival takes place every month. True is: The festival takes place from 18 to 20 September 2026.
13. The festival is held in Phnom Penh. True is: The festival is held in Siem Reap.
14. There is a total of US$15,000 in prize money.
15. The festival has no prizes for artists. True is: The festival has prizes for the best artworks.
16. The exhibition gives people a chance to see the artworks.

##################

Match the statement with the evidence

Statements

1. The festival is in Siem Reap.
2. The festival is about animals and nature.
3. The first festival day is 18 September 2026.
4. Young people can join the competition.
5. Grown-ups can also enter the competition.
6. Winners can receive money.
7. Visitors can decide which artwork they like best.
8. The event teaches people about wild animals.
9. People can see the artworks after the main festival.
10. People who enjoy art may like the event.

Evidence

A. “It brings together artists, local people, visitors, and people who care about animals and the environment.”
B. “The total prize fund is US$15,000.”
C. “The festival opening is 18 September 2026.”
D. “It is a special art festival in Siem Reap, Cambodia.”
E. “There is also a People’s Choice Award.”
F. “There are different groups for children and adults.”
G. “The artworks will also be shown in an exhibition.”
H. “The artworks show the beauty and importance of animals and the natural world.”
I. “The festival is an opportunity to enjoy art and support a good idea.”
J. “The event helps people understand why Cambodian wildlife is important and why it needs protection.”

_________________________

Answers:
1–D | 2–H | 3–C | 4–F | 5–F | 6–B |
7–E | 8–J | 9–G | 10–I
_________________________

1. The festival is in Siem Reap. – It is a special art festival in Siem Reap, Cambodia.
2. The festival is about animals and nature. – The artworks show the beauty and importance of animals and the natural world.
3. The first festival day is 18 September 2026. – The festival opening is 18 September 2026.
4. Young people can join the competition. – There are different groups for children and adults.
5. Grown-ups can also enter the competition. – There are different groups for children and adults.
6. Winners can receive money. – The total prize fund is US$15,000.
7. Visitors can decide which artwork they like best. – There is also a People’s Choice Award.
8. The event teaches people about wild animals. – The event helps people understand why Cambodian wildlife is important and why it needs protection.
9. People can see the artworks after the main festival. – The artworks will also be shown in an exhibition.
10. People who enjoy art may like the event. – The festival is an opportunity to enjoy art and support a good idea.

###################

Find the exact word or phrase in the text that matches each definition:

1. A person who makes art → ________________
2. Money for the winners of a competition → ________________
3. A place where people can see art → ________________
4. Wild animals in a country or area → ________________
5. A person who comes to see something → ________________
6. The air, water, land, plants, and animals around us → ________________
7. A prize chosen by the public → ________________
8. Pictures or other works made by artists → ________________
9. A planned activity or occasion → ________________
10. The natural world, including plants and animals → ________________

__________________________
Answers:

1. A person who makes art → artist
2. Money for the winners of a competition → prize money
3. A place where people can see art → exhibition
4. Wild animals in a country or area → wildlife
5. A person who comes to see something → visitor
6. The air, water, land, plants, and animals around us → environment
7. A prize chosen by the public → People’s Choice Award
8. Pictures or other works made by artists → artworks
9. A planned activity or occasion → event
10. The natural world, including plants and animals → nature

#####################

Complete the Information Table

———————————————-

Correct table:

Complete the Information Table – Answers

#####################

Read the answer. Then choose the question that matches it:

1. Answer: Siem Reap
   a) Where can visitors take part in the art competition?
   b) Who can enter the different groups?
   c) When does the exhibition finish?
2. Answer: US$15,000
   a) How many artworks can one person enter?
   b) How much money is there in total for prizes?
   c) Where does the competition take place?
3. Answer: 18 September 2026
   a) When does the festival open?
   b) Who can choose the favourite artwork?
   c) What is the main subject of the event?
4. Answer: Cambodian wildlife and nature
   a) Where can guests see the exhibition?
   b) Who can enter the competition?
   c) What is the festival mainly about?
5. Answer: Children and adults
   a) When does the exhibition end?
   b) Who can take part in the competition?
   c) What can visitors see at the festival?
6. Answer: People’s Choice Award
   a) Which special prize lets people choose their favourite artwork?
   b) How much prize money is available?
   c) Where is the festival held?
7. Answer: 19 September to 19 October 2026
   a) Who can enter the competition?
   b) What animals are shown in the artworks?
   c) When can people see the artworks in the exhibition?
8. Answer: Artists, local people, and visitors
   a) What is the total prize fund?
   b) Who does the festival bring together?
   c) When does the festival begin?
9. Answer: To protect Cambodian wildlife and nature
   a) What is one important aim connected with the festival?
   b) Where is the competition held?
   c) How long is the exhibition?
10. Answer: 30 days
    a) Who can enter the adult group?
    b) What can people choose?
    c) How long is the exhibition?
11. Answer: Artworks about animals and nature
    a) When does the festival open?
    b) What can visitors see at the event?
    c) Who can enter the competition?
12. Answer: Siem Reap, Cambodia
    a) What is the total prize money?
    b) Who chooses the People’s Choice Award?
    c) Where does the festival take place?

______________________

Answers:

1–a | 2–b | 3–a | 4–c | 5–b | 6–a | 7–c |
8–b | 9–a | 10–c | 11–b | 12–c

################

What Is It? Read each sentence. What does the „word“ refer to?

1. “It brings together artists, local people, and visitors.”
   What does “It” mean? → __________________
2. “They can enter the competition.”
   Who does “They” mean? → __________________
3. “This gives visitors more time to see the artwork.”
   What does “This” mean? → __________________
4. “It is also a good opportunity to learn more about Cambodian wildlife.”
   What does “It” mean? → __________________
5. “They can create pictures of Cambodian animals, wildlife, and nature.”
   Who does “They” mean? → __________________
6. “This gives visitors more time to see the artwork.”
   What does “This” mean? → __________________
7. “There are different groups for children and adults. They can enter the competition.”
   Who does “They” mean? → __________________
8. “The artworks show the beauty and importance of animals and the natural world.”
   What does “They” refer to? → __________________
9. “The festival is connected with conservation, which means protecting animals, plants, and nature.”
   What does “which” refer to? → __________________
10. “People can choose their favourite artwork. This is part of the People’s Choice Award.”
    What does “This” refer to? → __________________

————————————–

Correct answers:

“People can choose their favourite artwork. This is part of the People’s Choice Award.”
What does “This” refers to? → choosing their favourite artwork

“It brings together artists, local people, and visitors.”
What does “It” mean? → Drawn to the Wild

“They can enter the competition.”
Who does “They” mean? → children and adults

“This gives visitors more time to see the artwork.”
What does “This” mean? → the exhibition

“It is also a good opportunity to learn more about Cambodian wildlife.”
What does “It” mean? → the festival

“They can create pictures of Cambodian animals, wildlife, and nature.”
Who does “They” mean? → artists and other people

“This gives visitors more time to see the artwork.”
What does “This” mean? → the exhibition

“There are different groups for children and adults. They can enter the competition.”
Who does “They” mean? → children and adults

“The artworks show the beauty and importance of animals and the natural world.”
What does “They” refer to? → the artworks

“The festival is connected with conservation, which means protecting animals, plants, and nature.”
What does “which” refer to? → conservation

##################

Find what each number refers to in the text:

1. 18 → _opening date of the festival_
2. 20 → __________________
3. 2026 → __________________
4. 15,000 → __________________
5. 30 → __________________
6. 19 → __________________
7. 10 → __________________
8. 3 → __________________
9. 6 → __________________
10. 12 → __________________
11. 2 → __________________
12. 1 → __________________

————————————-

Answers:

1. 18 → the opening date of the festival
2. 20 → the last day of the festival
3. 2026 → the year of the festival
4. 15,000 → the total prize money in US dollars
5. 30 → the number of days of the exhibition
6. 19 → the first day of the exhibition
7. 10 → the last month of the exhibition
8. 3 → the number of festival days
9. 6 → the starting age for one children’s group
10. 12 → the end age for one children’s group
11. 2 → the number of main age groups
12. 1 → the number of People’s Choice Awards

####################

Fill in, words below:

environment – opportunity – artwork – competition –
favourite – exhibition – adult – wildlife –
event – prize money – art festival –
People’s Choice Award

1. Drawn to the Wild is an __________ in Siem Reap.
2. The festival is about Cambodian __________ and nature.
3. Each __________ shows animals, nature, or wildlife.
4. An __________ can enter the competition.
5. The art __________ has different groups for children and adults.
6. The winners can receive __________.
7. The __________ is a special prize chosen by people.
8. Visitors can choose their __________ artwork.
9. The festival gives people an __________ to learn about Cambodian wildlife.
10. Drawn to the Wild is a special __________ in Siem Reap.
11. The __________ shows many different artworks.
12. The festival helps people care about the __________.

—————————————

Correct answers:

The festival helps people care about the environment.

Drawn to the Wild is an art festival in Siem Reap.

The festival is about Cambodian wildlife and nature.

Each artwork shows animals, nature, or wildlife.

An adult can enter the competition.

The art competition has different groups for children and adults.

The winners can receive prize money.

The People’s Choice Award is a special prize chosen by people.

Visitors can choose their favourite artwork.

The festival gives people an opportunity to learn about Cambodian wildlife.

Drawn to the Wild is a special event in Siem Reap.

The exhibition shows many different artworks.

##################

##################

##################

Please use the box below
to write your feedback.
Only I can read it.
It is not public.

Please tell me:

• Are the texts and exercises OK?
• Are the topics OK?
• Is the level OK?
• Is it too easy or too difficult?
• Do you want texts about other topics?

Thank you! I appreciate your feedback.

##################

##################

##################

Remember how babies
learn a language:

Babies learn a language by listening.
They use their ears to hear sounds.
Their brain remembers these sounds.
Babies connect sounds with people and things.
They listen to their parents.
Then they copy the sounds they hear. They imitate words.
Slowly, babies learn to speak.

So,
LISTEN, LISTEN, LISTEN, LISTEN………………

1. Bar and Workplace

2. Bar Staff and People

3. Basic Drinks

4. Main Spirits

5. Common Liqueurs

6. Cocktail Ingredients

7. Sweeteners and Flavour

8. Ice

9. Bar Tools

10. Cocktail Actions

11. Cocktail Techniques

12. Glassware

13. Garnishes

14. Cocktail Preparation

15. Cocktail Styles

16. Guest Service

17. Describing Drinks to Guests

18. Guest Preferences

19. Taking Orders

20. Alcohol Knowledge

21. Wine and Sparkling Wine

22. Beer

23. Hygiene and Cleanliness

24. Safety

25. Stock and Inventory

26. Hotel Service Vocabulary

27. Professional Behaviour

28. Problems and Complaints

29. Advanced Mixology Terms

30. Luxury Hotel Presentation

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###############

10 classic cocktails: how to make them

(A2+/B1)

1. Margarita

Ingredients

• 50 ml tequila
• 25 ml fresh lime juice
• 20 ml orange liqueur
• Ice
• Salt
• Lime wedge

How to make it

First, prepare a clean Margarita glass or coupe. If the guest wants a salt rim, rub a lime wedge around the rim of the glass. Then put the rim into salt. Make sure the salt is even and not too thick.

Next, put 50 ml tequila, 25 ml fresh lime juice and 20 ml orange liqueur into a shaker. Add plenty of ice.

Close the shaker and shake it well for about 10–15 seconds. Shaking mixes and chills the ingredients. It also adds a little dilution from the melting ice.

Now strain the cocktail into the prepared glass.

Finish with a lime wedge as a garnish.

Professional tip

The Margarita should be cold, fresh and balanced. The glass should be clean and have no fingerprints.

You can describe it to the guest:

“This is our classic Margarita with tequila, fresh lime and orange liqueur. It is fresh and slightly sweet and sour.”

2. Old Fashioned

Ingredients

• 60 ml bourbon or whiskey
• 1 sugar cube or 5 ml simple syrup
• 2–3 dashes bitters
• Ice
• Orange twist

How to make it

First, prepare a clean rocks glass.

Add the sugar and bitters to the glass. If you use a sugar cube, add a little water. Use a bar spoon to mix until the sugar starts to dissolve.

Add the whiskey or bourbon.

Now add one large ice cube. Stir the drink slowly for about 20–30 seconds.

Stirring makes the drink cold and adds some dilution. It also keeps the cocktail clear and smooth.

Prepare an orange twist with a peeler. Squeeze the orange peel gently over the drink. This releases the orange aroma.

Place the twist in the glass.

Professional tip

An Old Fashioned should look simple and elegant. Do not add too many garnishes.

You can say:

“This is a classic Old Fashioned with bourbon, bitters and a little sweetness. It is rich, smooth and slightly bitter.”

3. Negroni

Ingredients

• 30 ml gin
• 30 ml Campari
• 30 ml sweet vermouth
• Ice
• Orange twist

How to make it

Prepare a clean rocks glass and add one large ice cube.

Use a jigger to measure the three ingredients. Traditionally, the ratio is equal: 30 ml gin, 30 ml Campari and 30 ml sweet vermouth.

Pour all three ingredients over the ice.

Use a bar spoon to stir the cocktail slowly for about 20–30 seconds.

Stirring makes the drink cold and gives it some dilution.

Prepare an orange twist. Squeeze it gently over the drink to release the orange oils. Then place it in the glass.

Professional tip

The Negroni has a strong bitter taste because of the Campari. It is a good idea to explain this to a guest who has never tried one.

“The Negroni is made with equal parts gin, Campari and sweet vermouth. It is rich, balanced and slightly bitter.”

4. Martini

Ingredients

• 60 ml gin or vodka
• 10 ml dry vermouth
• Ice
• Olive or lemon twist

How to make it

First, chill the Martini glass or coupe.

Fill a mixing glass with ice. Add the gin or vodka and dry vermouth.

Use a bar spoon to stir the drink slowly for about 20–30 seconds.

A Martini is normally stirred, not shaken. Stirring keeps the drink clear and gives it a smooth texture.

Put a strainer over the mixing glass and pour the cocktail into the chilled glass.

For the garnish, use an olive or a lemon twist.

At a five-star hotel, it is good to ask the guest:

“Would you prefer an olive or a lemon twist?”

Professional tip

The Martini should be very cold, clear and elegant. The glass should be perfectly clean.

5. Mojito

Ingredients

• 50 ml white rum
• 25 ml fresh lime juice
• 15–20 ml simple syrup
• 8–10 fresh mint leaves
• Soda water
• Crushed ice
• Lime wedge
• Mint sprig

How to make it

Prepare a clean highball glass.

Add the mint leaves, lime juice and simple syrup.

Use a muddler gently to press the mint. Do not crush the mint too strongly. The aim is to release the fresh flavour and aroma.

Add the white rum.

Fill the glass with crushed ice. Stir gently with a bar spoon.

Now top up the glass with soda water. Stir once more, but do not stir too strongly because the drink contains bubbles.

Add more crushed ice if necessary.

Finish with a fresh mint sprig and lime wedge.

Professional tip

A Mojito should look fresh and refreshing. The mint should be green and the glass should be full of clean ice.

“This is our classic Mojito with white rum, fresh lime, mint and soda. It is light, fresh and slightly sweet and sour.”

6. Cosmopolitan

Ingredients

• 40 ml vodka
• 20 ml orange liqueur
• 20 ml cranberry juice
• 10 ml fresh lime juice
• Ice
• Orange twist

How to make it

First, chill a Martini glass or coupe.

Measure the vodka, orange liqueur, cranberry juice and lime juice with a jigger.

Put all the ingredients into a shaker and add ice.

Close the shaker and shake well for about 10–15 seconds.

Shaking makes the cocktail cold and mixes the flavours together.

Now strain the cocktail into the chilled glass.

Prepare a thin orange twist. Squeeze it gently over the drink to release its aroma, then place it in the glass.

Professional tip

The Cosmopolitan should have an attractive pink colour. The glass should be clean and the garnish should be neat.

“This is a classic Cosmopolitan with vodka, orange liqueur, cranberry and fresh lime. It is fresh, slightly sweet and sour.”

7. Daiquiri

Ingredients

• 50 ml white rum
• 25 ml fresh lime juice
• 15–20 ml simple syrup
• Ice
• Lime wheel or twist

How to make it

First, chill a coupe or cocktail glass.

Measure the rum, lime juice and simple syrup with a jigger.

Put them into a shaker and add plenty of ice.

Shake firmly for about 10–15 seconds. This makes the drink cold and adds a small amount of dilution.

Now strain the cocktail into the chilled glass.

Finish with a lime wheel or lime twist.

Professional tip

A good Daiquiri should have a good balance between rum, lime and sweetness. It should taste fresh and slightly sweet and sour.

You can say:

“This is our classic Daiquiri with white rum, fresh lime and simple syrup. It is fresh, balanced and slightly sweet and sour.”

8. Whiskey Sour

Ingredients

• 50 ml bourbon or whiskey
• 25 ml fresh lemon juice
• 20 ml simple syrup
• Optional: egg white
• Ice
• Lemon twist or cherry

How to make it

Put the whiskey, fresh lemon juice and simple syrup into a shaker.

If the guest wants egg white, add it before the ice.

First, shake the ingredients without ice. This is called a dry shake. It helps create a light foam.

Then add ice and shake again for about 10–15 seconds. This chills the drink and adds dilution.

Now strain the cocktail into a rocks glass with fresh ice, or into a coupe without ice.

Finish with a lemon twist or cherry.

Professional tip

If you use egg white, the foam should be smooth and even.

You can describe the drink like this:

“This is a classic Whiskey Sour with bourbon, fresh lemon and simple syrup. It is smooth, fresh and balanced.”

9. Manhattan

Ingredients

• 60 ml rye or bourbon whiskey
• 30 ml sweet vermouth
• 2–3 dashes bitters
• Ice
• Cherry

How to make it

First, chill a coupe or Martini glass.

Fill a mixing glass with ice.

Add the whiskey, sweet vermouth and bitters.

Use a bar spoon to stir the cocktail slowly for about 20–30 seconds.

Stirring makes the drink cold and adds a small amount of dilution. It also keeps the cocktail clear.

Place a strainer over the mixing glass and pour the drink into the chilled glass.

Finish with a cocktail cherry.

Professional tip

The Manhattan should be clear, cold and elegant.

You can say:

“This is a classic Manhattan with whiskey, sweet vermouth and bitters. It is rich, smooth and slightly sweet.”

10. Moscow Mule

Ingredients

• 50 ml vodka
• 15–20 ml fresh lime juice
• Ginger beer
• Ice
• Lime wedge

How to make it

A Moscow Mule is normally served in a Mule mug, but you can also use a highball glass.

Fill the mug with ice.

Add the vodka and fresh lime juice.

Top up with ginger beer.

Use a bar spoon to stir gently. Do not stir too strongly because the ginger beer contains bubbles.

Add more ice if necessary.

Finish with a fresh lime wedge.

Professional tip

The Moscow Mule should be very cold and refreshing. The ginger beer gives it a fizzy and slightly spicy taste.

“This is a classic Moscow Mule with vodka, fresh lime and ginger beer. It is refreshing, fizzy and slightly spicy.”

The 10 Cocktails: Quick Reference

The professional routine

For every cocktail, the mixologist should:

Check the order → prepare the glass → prepare the ingredients → measure carefully → use the correct technique → control the ice and dilution → strain or pour → add the garnish → check the presentation → serve the guest.

In a five-star hotel, a good cocktail is not only about the recipe. The taste, temperature, balance, appearance, glass, garnish and service should all be of a high standard.

• Understanding Guests from Different Cultures

Cultural awareness means understanding and respecting the different ways people live, think, eat, speak, and behave.

In tourism, it means knowing that guests from different countries may have different customs, food choices, greetings, and ways of communicating.

Tourism brings people from many different countries together. Hotel workers, restaurant staff, tour guides, and other tourism workers meet guests with different cultures and customs. For this reason, cultural awareness is very important in tourism. It helps staff understand guests and give them good service.

First, cultural awareness can help make guests happy. People have different likes and needs. Some guests may have special food needs. Others may have different ways of greeting people or talking to staff. When workers understand these differences, they can make guests feel welcome and comfortable.

Cultural awareness can also help staff avoid problems. A custom that is normal in one country may be unusual in another country. Some actions, words, or gestures may make a guest feel uncomfortable. Tourism workers should learn about different customs and show respect. This can help prevent misunderstandings.

Good communication is also important. People from different countries may speak different languages or communicate in different ways. Some guests may use simple English. Staff should speak clearly, listen carefully, and be patient. A friendly smile and polite behaviour can also help.

Cultural awareness can make a guest’s experience more personal. A hotel can offer different kinds of food or activities. Staff can also give guests information about local culture. These small things can make a holiday more enjoyable.

When guests feel respected, they can trust the hotel and its staff. They may enjoy their stay and want to come back. They may also tell their friends about the hotel. This can bring more guests to the business.

In conclusion, cultural awareness is an important skill in tourism. It helps workers understand different guests, communicate better, avoid problems, and provide good service. When tourism workers respect different cultures, guests feel welcome and happy. This is good for both the guests and the tourism business.
________________________

Vocabulary:

• to respect something – to treat something as important and good
• to behave – to act in a particular way
• a custom – a way of doing something in a country or culture
• to have needs – to need something
• to avoid problems – to stay away from problems
• to be unusual – to be different from what is normal
• a gesture – a movement of your hand, face, or body that shows something
• to feel uncomfortable – to not feel happy or relaxed
• to show respect – to act in a polite way towards someone or something
• to prevent misunderstandings – to stop people from understanding something wrongly
• to be patient – to stay calm and wait
• behaviour – the way a person acts
• a guest’s experience – what a guest sees, feels, and does during a stay
• to make something enjoyable – to make something more pleasant and fun
• to trust staff – to believe that staff are good and helpful
• to enjoy something – to like something and have a good time
• in conclusion – used before the final idea or answer
• a skill – something you can do well
• to provide good service – to give guests good help and care

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Match each word or phrase with the correct definition:

1. to respect something
2. to behave
3. a custom
4. to have needs
5. to avoid problems
6. to be unusual
7. a gesture
8. to feel uncomfortable
9. to show respect
10. to prevent misunderstandings
11. to be patient
12. behaviour
13. a guest’s experience
14. to make something enjoyable
15. to trust staff
16. to enjoy something
17. in conclusion
18. a skill
19. to provide good service
    

A. the way a person acts
B. to like something and have a good time
C. to stay calm and wait
D. to give guests good help and care
E. to need something
F. what a guest sees, feels, and does during a stay
G. to act in a particular way
H. something you can do well
I. to treat something as important and good
J. a way of doing something in a country or culture
K. to act in a polite way towards someone or something
L. to stop people from understanding something wrongly
M. used before the final idea or answer
N. to stay away from problems
O. a movement of your hand, face, or body that shows something
P. to make something more pleasant and fun
Q. to believe that staff are good and helpful
R. to not feel happy or relaxed
S. to be different from what is normal

_______________________

Answers:
1–I, 2–G, 3–J, 4–E, 5–N, 6–S, 7–O,
8–R, 9–K, 10–L, 11–C, 12–A, 13–F,
14–P, 15–Q, 16–B, 17–M, 18–H, 19–D

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Match the definition with the word

Definition:

1. to stay calm and wait
2. a movement of your hand, face, or body that shows something
3. to need something
4. to be different from what is normal
5. what a guest sees, feels, and does during a stay
6. to act in a particular way
7. to give guests good help and care
8. to like something and have a good time
9. to treat something as important and good
10. to believe that staff are good and helpful
11. to not feel happy or relaxed
12. something you can do well
13. to stay away from problems
14. a way of doing something in a country or culture
15. used before the final idea or answer
16. the way a person acts
17. to make something more pleasant and fun
18. to stop people from understanding something wrongly
19. to act in a polite way towards someone or something
    
    Word/s

A. to have needs
B. a skill
C. to avoid problems
D. to behave
E. to trust staff
F. to show respect
G. a custom
H. to make something enjoyable
I. behaviour
J. to be patient
K. to respect something
L. in conclusion
M. a guest’s experience
N. to prevent misunderstandings
O. to enjoy something
P. to provide good service
Q. a gesture
R. to feel uncomfortable
S. to be unusual

_______________________

Answer key:
1-J, 2-Q, 3-A, 4-S, 5-M, 6-D, 7-P, 8-O, 9-K, 10-E,
11-R, 12-B, 13-C, 14-G, 15-L, 16-I, 17-H, 18-N, 19-F

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True or false:

1. Cultural awareness can make a holiday less enjoyable.
2. Staff should speak clearly and listen carefully to guests.
3. All guests have the same customs and food choices.
4. Cultural awareness is an important skill for tourism workers.
5. A friendly smile can help when staff communicate with guests.
6. Guests never tell other people about a good hotel experience.
7. Some guests may have special food needs.
8. Cultural awareness can make a guest’s experience more personal.
9. Staff should become angry when guests do not understand them.
10. Tourism workers meet guests from many different countries.
11. Respecting different cultures is bad for a tourism business.
12. Guests may trust a hotel when they feel respected.
13. Cultural awareness means understanding and respecting different ways of living and behaving.
14. Staff should speak quickly when a guest uses simple English.
15. Different customs can sometimes cause problems or misunderstandings.
16. Tourism workers should ignore different customs.
17. Guests from different cultures may have different food choices.
18. A custom that is normal in one country is always normal in every country.
19. Cultural awareness can help guests feel welcome and comfortable.
20. Cultural awareness is not important in tourism.

__________________________

False: 1,3,6,9,11,14,16,18,20

__________________________

Correct version:

Cultural awareness can make a holiday less enjoyable. True is: Cultural awareness can make a holiday more enjoyable.

Staff should speak clearly and listen carefully to guests.

All guests have the same customs and food choices. True is: Guests can have different customs and food choices.

Cultural awareness is an important skill for tourism workers.

A friendly smile can help when staff communicate with guests.

Guests never tell other people about a good hotel experience. True is: Guests may tell other people about a good hotel experience.

Some guests may have special food needs.

Cultural awareness can make a guest’s experience more personal.

Staff should become angry when guests do not understand them. True is: Staff should be patient when guests do not understand them.

Tourism workers meet guests from many different countries.

Respecting different cultures is bad for a tourism business. True is: Respecting different cultures is good for a tourism business.

Guests may trust a hotel when they feel respected.

Cultural awareness means understanding and respecting different ways of living and behaving.

Staff should speak quickly when a guest uses simple English. True is: Staff should speak clearly and patiently when a guest uses simple English.

Different customs can sometimes cause problems or misunderstandings.

Tourism workers should ignore different customs. True is: Tourism workers should learn about and respect different customs.

Guests from different cultures may have different food choices.

A custom that is normal in one country is always normal in every country. True is: A custom that is normal in one country may be unusual in another country.

Cultural awareness can help guests feel welcome and comfortable.

Cultural awareness is not important in tourism. True is: Cultural awareness is important in tourism.

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Find the sentence or sentences in the text that support each statement. Choose the correct answer from A–L.

1. Understanding different cultures can help a hotel give better service.
2. Visitors may have different ideas about what is suitable to eat.
3. Knowing about other cultures can make people feel more relaxed during their stay.
4. Workers should be careful because normal actions can have different meanings in other places.
5. Good communication is especially important when visitors do not speak English well.
6. Being calm can help workers when communication is difficult.
7. Small actions by hotel staff can make a visitor’s holiday better.
8. Learning about local traditions can add something special to a visitor’s stay.
9. Respect from staff can help create a good relationship with visitors.
10. A positive experience can make visitors more likely to return.
11. Happy visitors can help a tourism business attract other customers.
12. Cultural awareness helps workers deal with differences in several important areas.

A. “They may also tell their friends about the hotel. This can bring more guests to the business.”
B. “Staff can also give guests information about local culture.”
C. “It helps staff understand guests and give them good service.”
D. “They may enjoy their stay and want to come back.”
E. “A custom that is normal in one country may be unusual in another country.”
F. “These small things can make a holiday more enjoyable.”
G. “When guests feel respected, they can trust the hotel and its staff.”
H. “Some guests may use simple English. Staff should speak clearly, listen carefully, and be patient.”
I. “It helps workers understand different guests, communicate better, avoid problems, and provide good service.”
J. “Some guests may have special food needs.”
K. “Staff should speak clearly, listen carefully, and be patient.”
L. “They can make guests feel welcome and comfortable.”

___________________________

Answers:
1–C, 2–J, 3–L, 4–E, 5–H, 6–K, 7–F,
8–B, 9–G, 10–D, 11–A, 12–I

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Match the sentence halves

1. Cultural awareness is important
2. Guests from different countries may have
3. Tourism workers should learn about
4. Staff should speak clearly and
5. Different customs can sometimes
6. A friendly smile can help
7. Hotels can offer different kinds of food
8. When guests feel respected,
9. Guests may enjoy their stay
10. Good cultural awareness can help tourism workers
    

A. they can trust the hotel and its staff.
B. different customs and show respect.
C. understand guests and provide good service.
D. when they talk to guests from other countries.
E. and activities for their guests.
F. cause misunderstandings between people.
G. in tourism because staff meet people from many cultures.
H. and want to come back to the hotel.
I. listen carefully to their guests.
J. different food needs and ways of communicating.

__________________________

Answers:
1–G, 2–J, 3–B, 4–I, 5–F, 6–D, 7–E, 8–A, 9–H, 10–C
__________________________

Correct answers:

1. Cultural awareness is important in tourism because staff meet people from many cultures.
2. Guests from different countries may have different food needs and ways of communicating.
3. Tourism workers should learn about different customs and show respect.
4. Staff should speak clearly and listen carefully to their guests.
5. Different customs can sometimes cause misunderstandings between people.
6. A friendly smile can help when they talk to guests from other countries.
7. Hotels can offer different kinds of food and activities for their guests.
8. When guests feel respected, they can trust the hotel and its staff.
9. Guests may enjoy their stay and want to come back to the hotel.
10. Good cultural awareness can help tourism workers understand guests and provide good service.

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Choose the best answer based on the text:

1. A guest has a special food need. What should staff do?
   A. Ignore the guest
   B. Tell the guest to leave
   C. Understand the guest’s needs
2. A guest uses simple English. What should staff do?
   A. Speak clearly and be patient
   B. Stop talking
   C. Speak very quickly
3. A guest feels respected by hotel staff. What may happen?
   A. The guest may complain about the hotel
   B. The guest may trust the staff
   C. The guest may leave immediately
4. A guest enjoys the hotel experience. What may happen later?
   A. The guest may forget the hotel
   B. The guest may avoid tourism
   C. The guest may want to come back
5. Guests tell their friends about a good hotel. What can happen?
   A. The hotel may get more guests
   B. The hotel may close
   C. The hotel may have fewer guests
6. A tourism worker learns about different customs. What can this help the worker do?
   A. Avoid all communication with guests
   B. Show respect to guests
   C. Give every guest the same service
7. A guest feels uncomfortable because of something a worker does. What should the worker do?
   A. Ignore the guest
   B. Continue doing the same thing
   C. Try to understand the cultural difference
8. A hotel gives guests information about local culture. What can this do?
   A. Make the holiday more enjoyable
   B. Make communication impossible
   C. Stop guests from trying local activities
9. Staff listen carefully when guests speak. What can this help them do?
   A. Make guests leave the hotel
   B. Understand their guests better
   C. Avoid providing service
10. A hotel respects guests from different cultures. What can this mean for the business?
    A. Guests will never return
    B. The hotel will have fewer visitors
    C. Guests may enjoy their stay and recommend the hotel to others

_____________________________

Answers:
1–C, 2–A, 3–B, 4–C, 5–A, 6–B, 7–C, 8–A, 9–B, 10–C
#####################

Match each cause (1–12) with the correct result (A–L):

A cause tells us why something happens.
A result tells us what happens because of it.

Example:
Cause: Staff understand different cultures.
Result: Guests feel welcome.

Example:
Cause: A guest feels respected.
Result: The guest may trust the hotel.

1. Staff understand different cultures.
   
   D) Staff can give better service.
   
2. Guests have special food needs.
3. Staff learn about different customs.
4. Staff speak clearly and listen carefully.
5. Staff are patient with guests.
6. Staff show respect to different cultures.
7. Guests feel welcome and comfortable.
8. Guests feel respected by hotel staff.
9. Guests enjoy their stay.
10. Guests tell their friends about the hotel.
11. Hotels offer different food and activities.
12. Staff give guests information about local culture.

A. They may tell other people about the hotel.
B. Guests can feel more comfortable.
C. Guests may understand the local area better.
D. Staff can give better service.
E. The hotel may get more guests.
F. Guests may trust the hotel and its staff.
G. Staff can avoid some problems.
H. Guests can find food that is right for them.
I. Communication can be easier.
J. Guests may want to come back.
K. Guests can enjoy different things during their holiday.
L. Guests may feel more respected.

______________________

Answers:
1–D, 2–H, 3–G, 4–I, 5–B, 6–L, 7–F,
8–J, 9–A, 10–E, 11–K, 12–C

################

Find one word in the text that matches each meaning.

1. visitors → __guests__
   
2. ways of doing things in a culture → __________
3. talking or exchanging information → __________
4. things people need → __________
5. actions of a person → __________
6. feeling safe and believing someone → __________
7. a holiday or stay that someone has → __________
8. something you can do well → __________
9. people who work in a hotel → __________
10. a person staying at a hotel → __________

——————————-

Answers:
1. visitors → guests
2. ways of doing things in a culture → customs
3. talking or exchanging information → communication
4. things people need → needs
5. actions of a person → behaviour
6. feeling safe and believing someone → trust
7. a holiday or stay that someone has → experience
8. something you can do well → skill
9. people who work in a hotel → staff
10. a person staying at a hotel → guest

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In each group, three words are connected to the text. One word does not belong. Find the odd one out:

1. guest – ticket – visitor – tourist
2. custom – tradition – passport – culture
3. food – gesture – drink – meal
4. hotel – restaurant – sunny – tour guide
5. respect – patience – anger – kindness
6. speak – sleep – listen – communicate
7. comfortable – happy – worried – welcome
8. staff – employee – guest – manager
9. holiday – problem – stay – experience
10. local culture – weather – customs – gestures

_____________________

Answers:

guest – ticket – visitor – tourist → ticket – The other three are people who may travel or stay in a hotel.

custom – tradition – passport – culture → passport – The other three are connected with culture and ways of life.

food – gesture – drink – meal → gesture – The other three are connected with food and drinks.

hotel – restaurant – sunny – tour guide → sunny – The other three are places or people connected with tourism.

respect – patience – anger – kindness → anger – The other three are positive qualities that can help staff work with guests.

speak – sleep – listen – communicate → sleep – The other three are connected with communication.

comfortable – happy – worried – welcome → worried – The other three describe positive feelings or a positive situation.

staff – employee – guest – manager → guest – The other three are people who work in a hotel.

holiday – problem – stay – experience → problem – The other three are connected with a holiday or a stay.

local culture – weather – customs – gestures → weather – The other three are connected with culture.

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Remember how babies
learn a language:

Babies learn a language by listening.
They use their ears to hear sounds.
Their brain remembers these sounds.
Babies connect sounds with people and things.
They listen to their parents.
Then they copy the sounds they hear. They imitate words.
Slowly, babies learn to speak.

So,
LISTEN, LISTEN, LISTEN, LISTEN………………

• how good body language builds trust, improves service and creates better guest experiences

Vocabulary, B1 only:

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Body language (kinesics) is a very important part of communication in tourism and hospitality. It often has more power than words, especially for first impressions, guest satisfaction, building trust, and talking with people from different cultures. Studies and industry sources often say that nonverbal signals — body language, tone of voice, and similar things — make up a large part of how people understand messages.

In hotels, restaurants, tour companies and similar services, positive body language helps create a friendly atmosphere. It also helps staff notice what guests need, fix problems, sell extra services, and encourage guests to come back. Training in this area has been connected to higher guest satisfaction scores and more repeat bookings in some hotel studies.

1. Key Components of Body Language in Hospitality

Staff are usually trained to manage these common elements.

1.1 Facial Expressions

• A real smile that includes the eyes, called a Duchenne smile, is a strong signal of warmth and friendliness.
• A light or full smile can make conversations calmer.
• A friendly facial expression improves how guests see the staff member.
• Avoid looking serious, angry, sad or bored.
• Avoid a smile that looks forced or fake.

1.2 Eye Contact

• Try to keep eye contact for about 50–70% of the conversation.
• Good eye contact shows interest and can help build trust.
• The “triangle technique” — looking between the eyes and the mouth — can feel natural.
• Too little eye contact can look like a lack of interest.
• Too much eye contact can make the guest uncomfortable.
• Remember that eye-contact rules are different in different cultures.

1.3 Posture and Stance

• Stand or sit with a straight back.
• Keep the shoulders relaxed, back and down.
• Keep an open chest.
• Face the guest instead of turning away.
• Do not slouch.
• Good posture shows that you are alert, confident and professional.

1.4 Gestures and Hands

• Keep your hands visible, relaxed and open.
• Use clear and natural gestures.
• Avoid crossing your arms because this can look defensive.
• Do not point directly at people.
• Avoid nervous movements.
• Nodding can show that you are listening carefully.

1.5 Personal Space — Proxemics

• Keep a comfortable distance from the guest.
• In many Western countries, about 1–1.2 metres can be comfortable in professional situations.
• Adjust the distance according to the guest’s signals.
• Cultural preferences are important.
• Some people from Latin American or Middle Eastern cultures may prefer closer distance.
• People from Northern Europe or East Asia may often prefer more personal space.
• Avoid touching guests unless it is clearly appropriate.

1.6 Overall Appearance and Hygiene

• Keep hair clean and tidy.
• Wear clean, neat and professional clothes or a uniform.
• Keep hands and fingernails clean.
• Maintain good personal hygiene.
• Avoid strong body odour.
• Use perfume or aftershave carefully.
• Avoid a messy or careless appearance.
• Remember that appearance is also part of the message you give to guests.

2. Positive Practices for Staff

2.1 Greeting and the First 10 Seconds

The first few seconds can strongly influence the guest’s first impression.

Staff should:

• smile naturally;
• make suitable eye contact;
• turn fully towards the guest;
• keep an open body position;
• stand or sit professionally;
• show that they are ready to help.

Staff should also watch for early signs of:

• tiredness;
• worry;
• confusion;
• impatience;
• hurry.

For example, a tired guest may appreciate fast check-in, while a thirsty guest may appreciate a bottle of water.

2.2 Active Listening

Good body language shows that you are listening.

Useful signals include:

• a small head tilt;
• a light smile;
• occasional nodding;
• an open posture;
• suitable eye contact;
• facing the guest.

These signals can build trust even when the guest and staff member do not speak the same language perfectly.

2.3 Service Moments

Body language is especially important during:

• taking restaurant orders;
• explaining a menu;
• recommending a service;
• checking in guests;
• giving directions;
• helping at reception;
• serving food and drinks;
• working as a concierge.

Staff should:

• lean slightly towards the guest when appropriate;
• move calmly and professionally;
• use open hands when offering help;
• avoid sudden or nervous movements;
• give the guest their full attention.

2.4 Handling Complaints and Difficult Moments

When a guest is unhappy, staff should remain calm.

Use:

• an open posture;
• relaxed shoulders;
• soft eye contact;
• a calm facial expression;
• occasional nodding;
• a respectful distance.

Avoid:

• crossing your arms;
• looking angry;
• rolling your eyes;
• turning away;
• pointing at the guest;
• showing impatience.

The body should communicate: “I am listening and I want to help.”

2.5 Upselling

Body language can also support sales.

When making an offer:

• smile naturally;
• use an open posture;
• make suitable eye contact;
• speak calmly and confidently;
• use open-hand gestures;
• give the guest enough personal space.

The body language should match the words. The offer should feel like helpful advice, not pressure.

3. Reading Guest Body Language

Staff should learn to observe guests without making quick judgments.

3.1 Guest Needs Attention

Possible signs:

• looking around several times;
• looking towards staff;
• raising a hand slightly;
• making eye contact with a staff member.

Possible response: Approach the guest and offer help.

3.2 Guest May Be Uncomfortable or Unhappy

Possible signs:

• crossed arms;
• leaning away;
• a tight facial expression;
• little eye contact;
• turning the body away.

Possible response: Give the guest attention, listen carefully and check if they need help.

3.3 Guest May Be in a Hurry

Possible signs:

• checking a watch;
• checking a phone repeatedly;
• looking towards the exit;
• feet pointing towards the door;
• short answers.

Possible response: Offer faster service or a quick alternative, such as takeaway service.

3.4 Guest Is Interested

Possible signs:

• relaxed posture;
• leaning slightly forward;
• frequent eye contact;
• smiling;
• asking questions.

Possible response: Continue the conversation and offer useful information or recommendations.

3.5 Guest May Be Tired or Worried

Possible signs:

• holding the chin;
• touching the face or ear;
• slow movements;
• looking down;
• weak eye contact.

Possible response: Offer comfort, information or faster service where possible.

Important: One body-language signal does not always have one fixed meaning. Staff should look at the whole situation, not just one gesture.

4. Cultural Sensitivity

Tourism is international, so body language is not the same everywhere.

4.1 Smiling

• Smiling is generally a positive signal.
• However, a very large or constant smile may have different meanings in some cultures.
• Staff should avoid assuming that every culture uses smiles in exactly the same way.

4.2 Eye Contact

• Eye contact is important in many Western cultures.
• In some Asian cultures, strong or prolonged eye contact may be less appropriate.
• Staff should respect the guest’s behaviour rather than forcing eye contact.

4.3 Gestures

Gestures can have very different meanings.

For example:

• Thumbs-up: positive in many countries but offensive in some places.
• OK sign: positive in some countries but rude or offensive in others.
• One-finger pointing/calling: can be impolite in parts of Asia.
• Showing the bottom of your shoes: disrespectful in many Asian and Middle Eastern cultures.
• Pointing directly at a guest: generally best avoided.

4.4 Personal Space

• Some cultures are comfortable standing close together.
• Others prefer more distance.
• Staff should watch the guest’s signals and adjust their position.
• Avoid moving closer when the guest is clearly moving away.

4.5 Touching

• Touching rules vary greatly between cultures.
• A gesture that feels friendly to one person may feel uncomfortable to another.
• Staff should be especially careful with physical contact.
• Professional service normally requires little or no unnecessary touching.

4.6 Local Greetings and Gestures

Using appropriate local customs can make service feel more authentic.

Examples include:

• the Balinese sembah;
• bowing;
• traditional greetings;
• culturally appropriate hand gestures.

Staff should learn when and how to use such gestures rather than using them simply because they look interesting.

5. Training Staff in Body Language

Hotels, restaurants and tourism businesses can include body language in regular staff training.

5.1 Role-Play

Staff can practise:

• greeting a guest;
• taking an order;
• answering questions;
• dealing with a complaint;
• making an upselling offer;
• saying goodbye.

5.2 Video Training

Staff can watch short examples of:

• good body language;
• poor body language;
• professional greetings;
• difficult guest situations.

They can then discuss what they noticed.

5.3 Observation Exercises

Staff can practise watching:

• guest posture;
• facial expressions;
• eye contact;
• hand movements;
• position in the room;
• signs of hurry or discomfort.

5.4 Feedback

Managers can give simple feedback such as:

• “Your posture was very professional.”
• “You looked away too often.”
• “Your arms were crossed while the guest was speaking.”
• “Your smile made the guest feel welcome.”
• “You stood a little too close.”

6. The Most Important Service Moments

Body language is particularly important at key points in the guest journey.

6.1 Arrival

Goal: Make the guest feel welcome.

Use:

• smile;
• eye contact;
• open posture;
• full attention.

6.2 Check-In

Goal: Create confidence and trust.

Use:

• professional posture;
• calm movements;
• suitable eye contact;
• attentive listening.

6.3 During the Service

Goal: Show care and professionalism.

Use:

• open gestures;
• calm movements;
• good listening;
• appropriate personal space.

6.4 Complaints

Goal: Reduce tension and show understanding.

Use:

• calm face;
• relaxed posture;
• soft eye contact;
• nodding;
• patient listening.

6.5 Departure

Goal: End the experience positively.

Use:

• smile;
• eye contact;
• open posture;
• friendly farewell.

7. What Staff Should Avoid

Staff should avoid:

1. Crossed arms
2. Slouching
3. Looking at the phone while speaking to a guest
4. Looking bored or tired
5. Rolling the eyes
6. Pointing at guests
7. Standing too close
8. Turning away while a guest is speaking
9. Nervous movements
10. Strong perfume or body odour
11. Dirty or untidy uniforms
12. Looking at the watch during a conversation
13. Unnecessary touching
14. Looking at another colleague while the guest is speaking
15. Showing irritation or impatience

8. Practical Golden Rules

Rule 1 — Look professional

Clean clothes, neat hair and good hygiene create a positive first impression.

Rule 2 — Look interested

Face the guest, make suitable eye contact and listen.

Rule 3 — Stay open

Keep your arms and hands relaxed and avoid defensive positions.

Rule 4 — Stay calm

Especially during complaints, your body should communicate calmness.

Rule 5 — Watch the guest

Look for signs of interest, confusion, discomfort, hurry or tiredness.

Rule 6 — Respect personal space

Do not stand too close or touch guests unnecessarily.

Rule 7 — Respect culture

A gesture that is friendly in one country may be rude in another.

Rule 8 — Match words and body language

Your facial expression, posture, gestures and voice should support what you say.

Rule 9 — Be natural

Good body language should look friendly and genuine, not like a performance.

Rule 10 — Remember the whole experience

Guests notice staff body language throughout their stay, not only during the first greeting.

9. The Main Message

Good body language turns ordinary service into a better guest experience.

Professional staff should learn to:

Look professional → Welcome warmly → Listen carefully → Read guest signals → Respect personal space → Adapt to culture → Stay calm → End positively.

Positive body language, combined with good communication and cultural awareness, is one of the most useful soft skills for front-line staff in tourism and hospitality.

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Remember how babies
learn a language:

Babies learn a language by listening.
They use their ears to hear sounds.
Their brain remembers these sounds.
Babies connect sounds with people and things.
They listen to their parents.
Then they copy the sounds they hear. They imitate words.
Slowly, babies learn to speak.

So,
LISTEN, LISTEN, LISTEN, LISTEN………………

• a detailed guide to the essential skills and habits for success in tourism

Many young people want to work in hotels, restaurants, and travel. This is a very popular job for young people who like to meet new guests. A successful young worker needs simple personal skills, good work habits, and basic practical knowledge.

Being Kind and Friendly

The most important thing for a young worker is to be kind and polite. Working in hotels is a people business. A good worker smiles every day and speaks nicely to guests. They must listen to guests carefully when they ask for information. Tourists come from many different countries, so speaking basic English is very helpful. A friendly worker makes guests feel happy and comfortable right away.

Staying Calm when Busy

The second most important quality is staying calm. Hotels, airports, and restaurants are often very busy and noisy. Sometimes, bad things happen. For example, a flight is late, a room is dirty, or a guest loses a key. A good young worker does not panic or get angry. They stay quiet, think simple thoughts, and try to fix the problem fast.

Working with a Team

Working together with other people is also very important. Nobody works alone in a hotel or a restaurant. Receptionists, cooks, and cleaners must help each other every day to do a good job. Also, workers must be flexible with time. Hospitality jobs do not have simple office hours. Young workers often work early in the morning, late at night, and on Saturdays, Sundays, and holidays.

Noticing Small Things

Finally, small details are very important for a good experience. A good worker notices small things around the hotel. They see a dirty table, a missing towel, or a guest who looks lost. They go to the guest and offer help immediately. They also use simple computers to check in guests, answer emails, and write down room bookings.

Summary of the Worker

A typical young worker in tourism is young, active, and polite. They enjoy learning about new cultures, talking to travelers, and working with a friendly team every day.

____________________

Vocabulary:

##############

Match the words with the definitions

Words

1. detailed
2. a guide
3. essential
4. skills
5. a habit
6. success
7. knowledge
8. to be polite
9. to stay calm
10. to panic
11. to stay quiet
12. to think simple thoughts
13. an experience
14. immediately
15. to enjoy learning

Definitions

A. to like learning new things
B. things you can do well
C. at once; very soon
D. something you do often
E. to not speak or make noise
F. very important
G. when you do something well
H. something that happens to you and you learn from
I. to become very afraid and not know what to do
J. with many small pieces of information
K. to speak and act in a nice way
L. things you know and understand
M. something that shows you what to do
N. to not become angry or afraid
O. to think about simple things and not worry too much

_____________________

Answers:
1-J, 2-M, 3-F, 4-B, 5-D, 6-G,
7-L, 8-K, 9-N, 10-I, 11-E,
12-O, 13-H, 14-C, 15-A
###############

Match the definitions with the words

Definitions

1. with many small pieces of information
2. something that shows you what to do
3. very important
4. things you can do well
5. something you do often
6. when you do something well
7. things you know and understand
8. to speak and act in a nice way
9. to not become angry or afraid
10. to become very afraid and not know what to do
11. to not speak or make noise
12. to think about simple things and not worry too much
13. something that happens to you and you learn from
14. at once; very soon
15. to like learning new things

Words

A. to panic
B. knowledge
C. immediately
D. a habit
E. to stay calm
F. skills
G. a guide
H. to enjoy learning
I. success
J. detailed
K. to stay quiet
L. an experience
M. essential
N. to think simple thoughts
O. to be polite

____________________

Answers:
1-J, 2-G, 3-M, 4-F, 5-D, 6-I,
7-B, 8-O, 9-E, 10-A, 11-K,
12-N, 13-L, 14-C, 15-H

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True or false:

1. A good worker listens carefully when guests ask for information.
2. Hospitality workers only work during normal office hours.
3. Many young people want to work in hotels, restaurants, and travel.
4. Workers should become angry when a hotel is busy.
5. Receptionists, cooks, and cleaners need to help each other.
6. Basic English is useful when speaking with tourists.
7. A guest who looks lost should wait until someone else helps them.
8. A late flight can create a problem for a tourism worker.
9. Young tourism workers should avoid learning about other cultures.
10. Small details are not important for a guest’s experience.
11. Computers can be used to write down room bookings.
12. Hospitality workers never work on Saturdays or Sundays.
13. A good worker stays calm when something goes wrong.
14. A missing towel is not something a hotel worker needs to notice.
15. Tourism workers may work early in the morning or late at night.
16. A friendly worker can make guests feel happy and comfortable.
17. Workers should panic when a guest loses a key.
18. Young tourism workers can enjoy talking to travelers.
19. Hotel workers normally work alone instead of helping colleagues.
20. A typical young tourism worker is described as lazy and inactive.

____________________

False: 2,4,7,9,10,12,14,17,19,20

____________________

Correct version:

1. A good worker listens carefully when guests ask for information.
2. Hospitality workers only work during normal office hours. True is: Hospitality jobs do not have simple office hours.
3. Many young people want to work in hotels, restaurants, and travel.
4. Workers should become angry when a hotel is busy. True is: Workers should stay calm when a hotel is busy.
5. Receptionists, cooks, and cleaners need to help each other.
6. Basic English is useful when speaking with tourists.
7. A guest who looks lost should wait until someone else helps them. True is: A worker should offer help to a guest who looks lost.
8. A late flight can create a problem for a tourism worker.
9. Young tourism workers should avoid learning about other cultures. True is: Young tourism workers can enjoy learning about other cultures.
10. Small details are not important for a guest’s experience. True is: Small details are important for a guest’s experience.
11. Computers can be used to write down room bookings.
12. Hospitality workers never work on Saturdays or Sundays. True is: Hospitality workers may work on Saturdays and Sundays.
13. A good worker stays calm when something goes wrong.
14. A missing towel is not something a hotel worker needs to notice. True is: A good worker notices a missing towel.
15. Tourism workers may work early in the morning or late at night.
16. A friendly worker can make guests feel happy and comfortable.
17. Workers should panic when a guest loses a key. True is: Workers should stay calm when a guest loses a key.
18. Young tourism workers can enjoy talking to travelers.
19. Hotel workers normally work alone instead of helping colleagues. True is: Hotel workers need to help their colleagues.
20. A typical young tourism worker is described as lazy and inactive. True is: A typical young tourism worker is young, active, and polite.

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Choose the correct answer.:

1. Why do many young people like tourism jobs?
   a) They work alone.
   b) They meet new guests.
   c) They work only in the morning.
2. What should a good worker do with guests?
   a) Listen carefully.
   b) Speak loudly.
   c) Avoid questions.
3. Why is basic English useful?
   a) Hotels teach English.
   b) Workers write reports.
   c) Tourists come from abroad.
4. What should a worker do when a problem happens?
   a) Get angry.
   b) Stay calm.
   c) Leave the workplace.
5. Who needs to help each other?
   a) Guests and tourists.
   b) Managers and visitors.
   c) Hotel workers.
6. When may hospitality workers work?
   a) Only on weekdays.
   b) At different times.
   c) Only in the afternoon.
7. What may a good worker notice?
   a) A new airport.
   b) A busy street.
   c) A dirty table.
8. What can workers use computers for?
   a) Cleaning tables.
   b) Answering emails.
   c) Cooking meals.
9. What should a worker do when a guest looks lost?
   a) Ignore the guest.
   b) Ask another tourist.
   c) Offer help.
10. What can happen in a busy hotel?
    a) Problems can happen.
    b) Everyone goes home.
    c) Guests stop traveling.
11. What is important for a good guest experience?
    a) Large offices.
    b) Small details.
    c) Long meetings.
12. What do workers need to do in a team?
    a) Avoid colleagues.
    b) Work alone.
    c) Help each other.
13. What can young workers enjoy?
    a) Learning about cultures.
    b) Staying away from travelers.
    c) Working without guests.
14. What can workers write down on computers?
    a) Travel stories.
    b) Room bookings.
    c) Guest opinions.
15. How is a typical young tourism worker described?
    a) Slow and unfriendly.
    b) Quiet and tired.
    c) Young and active.

_________________________

Answers

1. b, 2. a, 3. c, 4. b, 5. c, 6. b,
7. c, 8. b, 9. c, 10. a, 11. b,
12. c, 13. a, 14. b, 15. c

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Find the information in the text:

1. Find two places where tourism workers may work.
2. Find two personal qualities of a good worker.
3. Find two problems that can happen at work.
4. Find three types of hotel workers.
5. Find three times or days when hospitality workers may work.
6. Find three small things a worker may notice.
7. Find three things workers can do with computers.
8. Find two things young tourism workers enjoy.
9. Find two things a good worker does when speaking to guests.
10. Find two things a good worker does when there is a problem.
11. Find two reasons why basic English is helpful.
12. Find three words that describe a typical young tourism worker.

__________________________

Correct answers:

1. Find two places where tourism workers may work. — Hotels and restaurants.
2. Find two personal qualities of a good worker. — Kind and polite.
3. Find two problems that can happen at work. — A late flight and a dirty room.
4. Find three types of hotel workers. — Receptionists, cooks, and cleaners.
5. Find three times or days when hospitality workers may work. — Early in the morning, late at night, and on Sundays.
6. Find three small things a worker may notice. — A dirty table, a missing towel, and a guest who looks lost.
7. Find three things workers can do with computers. — Check in guests, answer emails, and write down room bookings.
8. Find two things young tourism workers enjoy. — Learning about new cultures and talking to travelers.
9. Find two things a good worker does when speaking to guests. — Smiles and speaks nicely.
10. Find two things a good worker does when there is a problem. — Stays calm and tries to fix the problem fast.
11. Find two reasons why basic English is helpful. — Tourists come from many countries, and workers need to communicate with guests.
12. Find three words that describe a typical young tourism worker. — Young, active, and polite.

###################

Match the beginning of each sentence with the correct ending:

Beginnings

1. Many young people want to work
2. A successful young worker needs
3. A good worker smiles every day
4. Tourists come from many different countries,
5. A friendly worker makes guests feel
6. Hotels, airports, and restaurants are often
7. A good young worker does not panic
8. Receptionists, cooks, and cleaners must help each other
9. Hospitality jobs do not have simple office hours
10. A good worker notices small things
11. They go to the guest
12. Workers use simple computers

Endings

A. and speaks nicely to guests.
B. and try to fix the problem fast.
C. to do a good job.
D. so speaking basic English is very helpful.
E. happy and comfortable right away.
F. busy and noisy.
G. when something goes wrong.
H. to check in guests, answer emails, and write down room bookings.
I. in hotels, restaurants, and travel.
J. around the hotel.
K. and offer help immediately.
L. because workers may work early in the morning, late at night, and on weekends and holidays.

__________________________

Answers:
1-I, 2-C, 3-A, 4-D, 5-E, 6-F,
7-B, 8-C, 9-L, 10-J, 11-K, 12-H

__________________________

Full version:

Many young people want to work in hotels, restaurants, and travel.

A successful young worker needs to do a good job.

A good worker smiles every day and speaks nicely to guests.

Tourists come from many different countries, so speaking basic English is very helpful.

A friendly worker makes guests feel happy and comfortable right away.

Hotels, airports, and restaurants are often busy and noisy.

A good young worker does not panic and try to fix the problem fast.

Receptionists, cooks, and cleaners must help each other to do a good job.

Hospitality jobs do not have simple office hours because workers may work early in the morning, late at night, and on weekends and holidays.

A good worker notices small things around the hotel.

They go to the guest and offer help immediately.

Workers use simple computers to check in guests, answer emails, and write down room bookings.

###################

Find a word in the text that has the opposite meaning:

1. old → __________
2. rude → __________
3. angry → __________
4. noisy → __________
5. late → __________
6. alone → __________
7. uncomfortable → __________

—————————————
Answers

1. old → young
2. rude → polite
3. angry → calm
4. noisy → quiet
5. late → early
6. alone → together
7. uncomfortable → comfortable

###################

Match each situation with the best action:

Situations

1. A guest asks for information.
   
   YOUR ANSWER:
   G. Listen carefully.
   
2. A flight is late.
3. A guest loses a key.
4. A table is dirty.
5. A guest looks lost.
6. A hotel is very busy.
7. A colleague needs help.
8. A guest comes from another country.
9. A guest feels uncomfortable.
10. A worker sees a problem in a room.

Actions

A. Help the colleague.
B. Notice the problem.
C. Use basic English.
D. Stay calm.
E. Offer help.
F. Work together.
G. Listen carefully.
H. Try to fix the problem.
I. Speak nicely to the guest.
J. Think about a simple solution.

__________________________

Answers:

1-G, 2-D, 3-H, 4-B, 5-E, 6-F, 7-A, 8-C, 9-I, 10-H

###################

Match the questions with the answers:

Questions

1. What are the most important qualities for tourism staff?
2. Why is being friendly important?
3. Why is basic English useful?
4. What should staff do when the hotel is very busy?
5. Why is teamwork important?
6. When may tourism workers have to work?
7. What does noticing small things mean?
8. What should a worker do when a guest looks lost?
9. What computer skills are useful for tourism staff?
10. What makes a young worker successful?
11. What can a smile do for a guest?
12. What is the most important advice for young tourism workers?

Answers

A. They may work early, late, at weekends, or on holidays.
B. A smile can make guests feel happy and comfortable.
C. Good staff see things like a dirty table or a missing towel.
D. Basic computer skills help with check-in, emails, and bookings.
E. Kindness, politeness, friendliness, and helpfulness are important.
F. Staff should stay calm and try to solve the problem.
G. Guests come from many different countries.
H. A successful worker is active, polite, friendly, and helpful.
I. They should go to the guest and offer help.
J. Colleagues need to help each other.
K. Be kind, stay calm, help your team, and notice small things.
L. Friendly staff help guests feel welcome.

__________________________

Answer Key:
1-E, 2-L, 3-G, 4-F, 5-J, 6-A, 7-C,
8-I, 9-D, 10-H, 11-B, 12-K

__________________________
Correct version:

What is the most important advice for young tourism workers? — Be kind, stay calm, help your team, and notice small things.

What are the most important qualities for tourism staff? — Kindness, politeness, friendliness, and helpfulness are important.

Why is being friendly important? — Friendly staff help guests feel welcome.

Why is basic English useful? — Guests come from many different countries.

What should staff do when the hotel is very busy? — Staff should stay calm and try to solve the problem.

Why is teamwork important? — Colleagues need to help each other.

When may tourism workers have to work? — They may work early, late, at weekends, or on holidays.

What does noticing small things mean? — Good staff see things like a dirty table or a missing towel.

What should a worker do when a guest looks lost? — They should go to the guest and offer help.

What computer skills are useful for tourism staff? — Basic computer skills help with check-in, emails, and bookings.

What makes a young worker successful? — A successful worker is active, polite, friendly, and helpful.

What can a smile do for a guest? — A smile can make guests feel happy and comfortable.

###################

Complete the sentences with a word or phrase from the text:

1. Many young people want to work in hotels, restaurants, and __________.
2. A successful young worker needs good personal __________.
3. A good worker is kind and __________.
4. A good worker smiles and speaks __________ to guests.
5. Workers should listen __________ when guests ask for information.
6. Tourists come from many different __________.
7. Basic __________ is very helpful in tourism.
8. A good worker stays __________ when the workplace is busy.
9. A good worker does not panic or get __________.
10. Workers should try to __________ problems quickly.
11. Receptionists, cooks, and cleaners must help __________.
12. Hospitality workers need to be flexible with __________.
13. Workers may work early in the morning or late at __________.
14. A good worker notices small __________ around the hotel.
15. A worker may see a dirty table or a missing __________.
16. A worker may notice a guest who looks __________.
17. Workers should offer __________ to a guest who needs it.
18. Computers can help workers check __________ guests.
19. Workers can use computers to answer __________.
20. Young workers can enjoy learning about new __________.

—————————————–

Answers:

1. Many young people want to work in hotels, restaurants, and travel.
2. A successful young worker needs good personal skills.
3. A good worker is kind and polite.
4. A good worker smiles and speaks nicely to guests.
5. Workers should listen carefully when guests ask for information.
6. Tourists come from many different countries.
7. Basic English is very helpful in tourism.
8. A good worker stays calm when the workplace is busy.
9. A good worker does not panic or get angry.
10. Workers should try to fix problems quickly.
11. Receptionists, cooks, and cleaners must help each other.
12. Hospitality workers need to be flexible with time.
13. Workers may work early in the morning or late at night.
14. A good worker notices small things around the hotel.
15. A worker may see a dirty table or a missing towel.
16. A worker may notice a guest who looks lost.
17. Workers should offer help to a guest who needs it.
18. Computers can help workers check in guests.
19. Workers can use computers to answer emails.
20. Young workers can enjoy learning about new cultures.

###################

Cheat Sheet:
A Detailed Guide to the Essential Skills and Habits for Success in Tourism

1. Main Topic

The text explains what young people need to be successful in tourism and hospitality.

It focuses on:

• personal skills
• good work habits
• practical knowledge
• working with guests
• teamwork
• handling busy situations
• noticing small details

2. Who is the Text About?

A young worker in tourism

They may work in:

• a hotel
• a restaurant
• an airport
• the travel industry

Young workers often:

• meet new guests
• talk to tourists
• learn about different cultures
• work with other people
• work different hours

3. The Four Main Skills

4. Being Kind and Friendly

This is described as the most important thing for a young worker.

A good worker:

• is kind
• is polite
• smiles
• speaks nicely
• listens carefully
• gives guests information
• uses basic English

Why is it important?

Hotels are a people business.

Guests should feel:

• happy
• comfortable
• welcome

Tourists come from many different countries, so basic English is useful.

5. Staying Calm When Busy

This is described as the second most important quality.

Tourism workplaces can be:

• busy
• noisy
• stressful

Problems can happen.

Examples of problems:

• a flight is late
• a room is dirty
• a guest loses a key

A good worker:

• does not panic
• does not get angry
• stays quiet
• thinks simply
• tries to fix the problem fast

Important idea:

A good worker stays calm and looks for a solution.

6. Working With a Team

People in hospitality do not work alone.

Different workers need to help each other.

Examples:

• receptionists
• cooks
• cleaners

They must:

• work together
• help each other
• communicate
• do their jobs well

Flexible Working Hours

Hospitality jobs often do not have normal office hours.

Young workers may work:

• early in the morning
• late at night
• Saturdays
• Sundays
• holidays

Key word:

flexible = able to change according to the situation

7. Noticing Small Things

Small details can make a big difference to a guest’s experience.

A good worker notices problems quickly.

Things a worker may notice:

• a dirty table
• a missing towel
• a guest who looks lost

The worker should:

1. notice the problem
2. go to the guest
3. offer help
4. solve the problem if possible

Computers

Workers also use simple computers to:

• check in guests
• answer emails
• write down room bookings

8. The Typical Young Tourism Worker

According to the summary, a typical young worker is:

• young
• active
• polite

They enjoy:

• learning about new cultures
• talking to travelers
• working with a friendly team

9. Important Vocabulary

10. Important Examples to Remember

Guest service

A guest asks for information → listen carefully → speak nicely → give help.

Problem

A flight is late → stay calm → do not get angry → try to fix the problem.

Teamwork

Reception + kitchen + cleaning → help each other → work together.

Attention to detail

Dirty table → notice it → take action.

Missing towel → notice it → help the guest.

Lost guest → notice them → offer help.

11. Important Contrasts

The text gives several useful good/bad behavior contrasts.

12. Main Message of Each Section

Being Kind and Friendly

Good personal behavior helps guests feel welcome and comfortable.

Staying Calm When Busy

Tourism can be stressful, so workers need to stay calm and solve problems.

Working with a Team

Hospitality workers need to cooperate and be flexible with working hours.

Noticing Small Things

Small details can improve the guest experience, and workers should act quickly.

Summary of the Worker

A successful young tourism worker is active, polite, interested in other cultures and comfortable working with a team.

13. Key Facts to Learn

1. Tourism is a popular job for young people.
2. Tourism workers often meet new guests.
3. Being kind and polite is the most important quality.
4. Basic English is helpful.
5. A good worker listens carefully.
6. Staying calm is the second most important quality.
7. Hotels and restaurants can be busy and noisy.
8. Good workers do not panic.
9. Workers need to fix problems quickly.
10. Hospitality workers work as a team.
11. They need to be flexible with time.
12. They may work mornings, nights, weekends and holidays.
13. Small details are important for a good guest experience.
14. Workers should notice things such as dirty tables and missing towels.
15. Workers use computers for check-in, emails and bookings.
16. A typical young tourism worker is young, active and polite.
17. They enjoy new cultures and talking to travelers.

14. One-Sentence Summary

A successful young tourism worker is kind, calm, flexible, helpful, good at teamwork, and able to notice and solve small problems quickly.

###################

##################

##################

Please use the box below
to write your feedback.
Only I can read it.
It is not public.

Please tell me:

• Are the texts and exercises OK?
• Are the topics OK?
• Is the level OK?
• Is it too easy or too difficult?
• Do you want texts about other topics?

Thank you! I appreciate your feedback.

##################

##################

##################

Remember how babies
learn a language:

Babies learn a language by listening.
They use their ears to hear sounds.
Their brain remembers these sounds.
Babies connect sounds with people and things.
They listen to their parents.
Then they copy the sounds they hear. They imitate words.
Slowly, babies learn to speak.

So,
LISTEN, LISTEN, LISTEN, LISTEN………………