Tourism in Asia is growing fast. Many more people will travel in the next years. This is good for hotels, travel companies, and local communities.
Many people in Asian countries have more money. They can travel inside their country or abroad. Domestic travel is very popular because it is cheap and easy.
2. Technology is changing hotels. Hotels use mobile check-in, online booking, and smart rooms. Guests want fast and simple service. Technology makes travel easier and more comfortable.
3. Travelers want more than a hotel room. They want to see real life, culture, and local food. Many people also like health and wellness trips, for example yoga, spa, or nature trips.
4. Tourists care about the environment. They choose hotels that save energy, reduce plastic, and help local people. Examples include using solar energy, recycling, or supporting local farmers.
5. Travel is easier in many countries. Simple visas and more flights between cities help more people visit new places.
6. Tourism brings many opportunities. Hotels, travel companies, and local communities can earn money. Travelers want convenience, real experiences, wellness trips, and eco-friendly options. Businesses that understand these needs will be successful.
In conclusion, tourism in Asia will continue to grow. It is interesting and full of opportunities for travelers and local communities.
_________________ Vocabulary:
a local community – a group of people who live in the same place, like a town or village abroad – in another country, not in your own country domestic travel – traveling inside your own country a smart room (hotel) – a hotel room with modern technology, like controlling lights or TV with a phone a wellness trip – a holiday to relax and be healthy, for example yoga or spa a nature trip – a holiday to see plants, animals, mountains, rivers, or forests environment – the air, water, land, and nature around us to save energy – to use less electricity, gas, or fuel to protect the environment to support locals – to help local people, for example by buying their products or visiting them an opportunity – a chance to do something good or new convenience – something that makes life easy or simple an eco-friendly option – something that is good for the environment in conclusion – a phrase to finish writing or speaking and say the main idea
############### Some more detailed information on:
Many people in Asian countries now have more money than before. Because of this, they can travel more often, either inside their own country or to other countries abroad.
Traveling inside the country is called domestic travel. Domestic travel is very popular because it is usually cheaper than going abroad, it takes less time, and it is easier to plan. People can visit cities, villages, mountains, or beaches in their own country and enjoy local culture, food, and attractions.
Hotels are using new technology to make travel easier. Many hotels have mobile check-in, so guests can check in with their phone without waiting at the front desk. Online booking is also very popular. People can book a hotel room on the internet before they arrive. Some hotels have smart rooms, where guests can control lights, air conditioning, or TV with a phone or tablet.
Guests want fast and simple service, and technology helps with this. For example, they can pay their bill online, order extra services with an app, or get information about the hotel and city on a tablet in their room. Technology makes staying in a hotel more comfortable and convenient.
Hotels that use new technology can make guests happier and save time for staff. Travelers enjoy the experience more because everything is easy, fast, and modern.
Travelers today want more than just a hotel room. They want to experience real life in the places they visit, see how people live, and learn about local culture. They also want to try local food and see traditional markets or festivals.
Many people enjoy health and wellness trips to relax and feel healthy. For example, they may do yoga, visit a spa, or go on a nature trip to enjoy mountains, rivers, or forests.
These experiences make travel more interesting and memorable because tourists can see and do things that are different from their normal life at home.
Tourists care about the environment. They want to travel in a way that does not hurt nature. Many tourists choose hotels that save energy, for example by using solar power, energy-saving lights, or efficient heating and cooling. They also like hotels that reduce plastic, for example by using reusable bottles, bags, or containers instead of single-use plastic.
Tourists also want to help local people. This means they support the local community by buying local food, handicrafts, or souvenirs, visiting local markets, or joining activities run by local people. By doing this, tourists can help communities earn money and keep their traditions and culture alive.
Choosing hotels and trips like this is called green travel or eco-friendly travel. It is good for the environment, helps local people, and makes the travel experience more meaningful and authentic.
Travel is easier in many countries today. Many countries give simple visas, so people do not need a lot of documents or long waiting times to enter. There are also more flights between cities, so it is faster and cheaper to travel to new places. Because of this, more people can visit different countries and cities, see new culture, meet local people, and enjoy different experiences. Travel companies and hotels also help travelers with easy booking and information, making the trip even more comfortable.
Tourism brings many opportunities for people and businesses. Hotels can earn money by offering good rooms and services. Travel companies can earn by helping people plan trips and tours. Local communities can also earn money by showing their culture, food, and daily life to travelers.
Travelers today want convenience. They like fast and easy service, for example online booking or mobile check-in at hotels. They also want real experiences, like visiting local markets, meeting local people, and learning about culture and traditions. Many travelers enjoy wellness trips, such as yoga, spa, or relaxing in nature. Tourists also care about the environment and choose eco-friendly options, like hotels that save energy, reduce plastic, or support local people.
Businesses that understand what travelers want will be more successful. They can plan trips, hotels, and services that give good experiences, save time, and protect the environment. Tourism can help local people earn money and show their culture to visitors. In the future, the tourism industry will continue to grow, and communities and businesses that meet travelers’ needs will benefit the most.
Topic
Key Points
Details & Examples
More people travel
Growing wealth in Asia
Many people in Asian countries now have more money than before. This allows them to travel more often. They can travel inside their own country (domestic travel) or abroad (international travel). Domestic travel is very popular because it is cheaper and easier.
More technology
Hotels use technology
Hotels are adopting mobile check-in, online booking, and smart rooms. Guests want fast and convenient service. Technology makes the stay easier and more comfortable. Examples: using apps to control the room, pay bills online, or check in without waiting at the front desk.
Local experiences
Travelers want more than rooms
Tourists want to experience real life, culture, and local food. They are interested in what locals do daily, not just sightseeing. Many also prefer health and wellness trips, such as spa treatments, yoga, or nature retreats.
Green travel
Environmentally conscious choices
Travelers care about the environment and sustainability. They choose hotels that save energy, reduce plastic, and help local communities. Examples: solar energy, recycling programs, eco-friendly toiletries, supporting local farmers or artisans.
Easier travel
Simplified visas and flights
Many countries make travel easier by offering simple visa procedures and more flights between cities. This allows more people to visit new places without hassle. Examples: e-visas, visa-on-arrival, new flight routes between major cities.
Future impact
Growth opportunities
More tourism creates opportunities for hotels, travel companies, and local communities. Local people can earn money by offering experiences, guiding tours, or providing services. Travel companies can expand services with technology and eco-friendly options.
Traveler preferences
What tourists want
Modern travelers value: 1) Convenience (fast service, technology), 2) Authentic experiences (culture, local life), 3) Wellness (health-focused trips), 4) Sustainability (eco-friendly choices). Understanding these trends helps businesses plan for the future.
how Asia will welcome the next generation of travelers
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Tourism and hospitality in Asia are growing fast. More people have money and time to travel, both inside their countries and abroad. Hotels, resorts, and travel companies have many opportunities, but also some challenges.
Technology is very important. Guests like mobile booking, digital keys, contactless payment, and smart rooms. Hotels that use technology make travel faster and easier. Travelers also want real experiences. They like to visit villages, markets, and cultural shows. They enjoy nature, local food, and craft workshops.
Sustainability is growing. Tourists want eco-friendly hotels and tours that protect the environment. This includes using solar energy, recycling, reducing plastic, and supporting local communities. Wellness and health travel are also popular, with yoga, meditation, and spa trips. Food tourism is a big trend, and tourists enjoy tasting local dishes and visiting food markets.
New destinations are becoming popular. Travelers visit smaller cities, rural areas, and islands, not just big cities like Bangkok or Bali. Luxury and budget travel grow together. Some tourists combine work and travel, called “digital nomads” or “workation” travelers. Adventure, cultural, family, and senior tourism are also important.
The future focuses on experiences, technology, and sustainability. Hotels and businesses should train staff, use digital tools, work with locals, and create unique, eco-friendly experiences. Travelers will continue to look for comfort, culture, nature, and authentic experiences in Asia.
_____________________ Vocabulary:
abroad – in another country an opportunity – a good chance to do something a challenge – something difficult to do contactless payment – paying without cash or touching a card machine an experience – something you do or see to enjoy – to like something and feel happy workshops – classes where you learn and practice something sustainability – caring for nature and the environment for the future eco-friendly – good for the environment to protect the environment – to keep nature safe and clean a rural area – a place in the countryside, not a city a digital nomad – a person who works online while traveling a workation traveler – a person who works while on holiday an adventure – an exciting or unusual experience senior tourism – travel for older people to focus on something – to give your attention to one thing an authentic experience – a real and true experience, not fake or made only for tourists
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🌏 The Future of Tourism and Hospitality in Asia
Tourism in Asia is growing fast. In the next years, many more people will travel for work and holidays. This will bring many new chances for hotels, travel companies, and local communities.
🧭 Why Tourism Will Grow
More people travel In many Asian countries, people have more money. They can travel inside their country or abroad. Domestic travel is already very popular.
More technology Hotels use new technology like mobile check-in, online booking, and smart rooms. Guests want fast and easy service.
Local experiences Travelers do not want only a hotel room. They want to see real life, culture, and food. Many people also like health and wellness trips.
Green travel Tourists care more about the environment. They choose hotels that save energy, reduce plastic, and help local people.
Easier travel Many countries make travel easier with simple visas and more flights between cities. This helps more people visit new places.
🌱 Big Opportunities for Businesses
Luxury travel is growing because more people can spend more money.
Wellness and health travel are popular, like spa and yoga retreats.
Food tourism is a big trend. Tourists want to taste local food.
New destinations: not only big cities like Bangkok or Bali, but also smaller towns and villages.
Eco-tourism: hotels that protect nature and support local people are in demand.
Work and travel: more people work online, so they stay longer in hotels.
⚠️ Some Challenges
Not all places have good infrastructure or trained staff.
Popular cities are very crowded.
Prices and costs are going up.
Some small hotels do not have modern technology.
Tourism can also hurt nature and local culture if it’s not managed well.
🚀 What the Future Will Look Like
Tourism in Asia will grow more than before COVID-19.
People will want quality and unique experiences.
Hotels will offer more than rooms — local tours, food, and cultural activities.
Smaller cities and rural areas will get more visitors.
Sustainability will be very important.
Digital tools and smart hotels will become normal.
🏨 What Hotels and Businesses Can Do
Use simple and smart technology to help guests.
Work with local communities to give authentic experiences.
Care for the environment: save water, energy, and reduce plastic.
Train staff well to give good service.
Offer different types of travel: wellness, workation, cultural tours.
Choose less crowded places to grow.
🌟 In Short
The future of tourism and hospitality in Asia is very positive. More people will travel, and they will look for real experiences and responsible travel. Businesses that use technology, protect nature, and work with local people will be the most successful.
##################
Cheat sheet:
🧭 Topic
📌 Key Points
✨ Examples / Notes
Tourism Growth
More people in Asia can travel for holidays or work. Both domestic and international tourism are increasing.
More flights, easier visas, more hotels, growing middle class in India, Vietnam, Indonesia.
Technology
Hotels use apps, mobile check-in, and smart rooms to make travel easier.
Mobile booking apps, digital keys, contactless payment, AI chat assistants.
Local Experiences
Tourists want to see real life, culture, and nature.
Village visits, local markets, craft workshops, cultural shows, walking tours.
Sustainability
Travelers care about the environment and responsible tourism.
Eco-hotels, recycling, solar energy, local food sourcing, tree planting programs.
Wellness Tourism
Health and wellness trips are becoming popular.
Yoga retreats, spa resorts, meditation centers, hot springs.
Food Tourism
Tourists enjoy local food and drinks.
Street food tours, local dishes, food markets, tasting experiences.
New Destinations
Tourists visit smaller cities, rural areas, and less crowded places.
Countryside villages, secondary cities, islands not famous for beaches.
Luxury Travel
Wealthy travelers want high-quality hotels and services.
5-star resorts, private villas, personal guides, fine dining.
Budget Travel
Many travelers want cheaper options without losing comfort.
Outstanding Achievements of Tikara, Front Desk Staff Award Winner
Tikara works at the front desk of a luxury hotel. She won the Front Desk Staff Award 2025 because she is very kind, helpful, and professional. She does more than other staff to make guests happy.
Tikara is very good at remembering guests. She knows their names, what they like, and special days like birthdays. She prepares rooms as guests want, writes welcome notes, and sometimes gives small gifts. She also notices small things, like a guest’s favorite drink or pillow, which makes people feel important.
She is also very helpful and quick. She knows what guests need before they ask. For example, she gives early check-in to tired guests or extra things for children. When there is a problem, like a wrong booking, she fixes it calmly and makes guests happy.
Tikara is a good team worker. She helps new staff learn their job and works well with housekeeping and other departments. During busy times, she stays calm, friendly, and fast. Guests and colleagues trust her and like her work.
Because of her care, attention to details, and hard work, Tikara makes every guest’s stay special and memorable. She is a model staff member and deserves the award she won.
—————————————– Vocabulary:
to be kind – to be nice, friendly, and help other people
to be professional – to do your work well and behave in the right way
to remember – to not forget something or someone
to prepare a room (hotel) – to make a hotel room ready for a guest
a welcome note – a short, friendly message for someone when they arrive
a gift – something you give to someone to make them happy
to notice things – to see small details or changes
a pillow – a soft thing for your head when you sleep
to be tired – to feel that you need rest or sleep
a wrong booking – a mistake with a hotel reservation
to fix a problem – to make a problem better or correct it
to be calm – to stay relaxed and not angry or worried
a colleague – a person you work with
to trust somebody – to believe someone will do the right thing
care – helping and thinking about other people
attention to details – noticing small things carefully
memorable – something you will remember because it is special
a model staff member – a worker who is very good and other people can learn from them
to deserve an award – to earn a prize because of good work or behavior
I###################
Multiple-choice, one answer correct:
1. What does it mean “to be kind”? a) To be nice and help people b) To make mistakes at work c) To sleep a lot
2. What does “to be professional” mean? a) To give gifts to friends b) To do your work well and act right c) To notice small things
3. What does “to remember” mean? a) To forget everything b) To feel tired c) To not forget something
4. What does “to prepare a room (hotel)” mean? a) To write a note b) To clean your own room c) To make a hotel room ready
5. What is “a welcome note”? a) A short, friendly message b) A type of pillow c) A problem at work
6. What is “a gift”? a) Something you give to make happy b) Something you eat at breakfast c) A wrong booking
7. What does “to notice things” mean? a) To trust somebody b) To clean a room c) To see small details
8. What is “a pillow”? a) A soft thing for your head b) A colleague at work c) A type of welcome note
9. What does “to be tired” mean? a) To feel that you need rest b) To prepare a room c) To help someone with care
10. What is “a wrong booking”? a) A soft pillow for sleeping b) A gift for a guest c) A mistake with a reservation
11. What does “to fix a problem” mean? a) To be friendly b) To make a problem better c) To feel tired after work
12. What does “to be calm” mean? a) To notice small details b) To stay relaxed and not angry c) To write a welcome note
13. What is “a colleague”? a) A person you work with b) A guest at the hotel c) A soft pillow
14. What does “to trust somebody” mean? a) To make a mistake b) To believe someone will do right c) To clean a hotel room
15. What is “care”? a) Helping other people b) Feeling tired after work c) Giving a gift
16. What is “attention to details”? a) Feeling calm and relaxed b) Noticing small things carefully c) Writing a welcome note
17. What does “memorable” mean? a) Something soft for your head b) Something that is wrong c) Something you will remember ——end of audio file——-
18. What is “a model staff member”? a) A guest who is happy b) A worker people can learn from c) A pillow for sleeping
19. What does “to deserve an award” mean? a) To feel tired after work b) To prepare a room c) To earn a prize for good work
Tikara forgets most of the guests’ names. False — True is: Tikara remembers the names of guests who visit again.
She writes a welcome note when a guest arrives. True
Guests can trust her because she helps them. True
She makes guests feel angry when they check in. False — True is: She makes guests feel calm when they arrive at the hotel.
She checks every small detail in the room. True
Tikara gives children a small gift during their stay. True
She never fixes booking problems. False — True is: She can fix booking problems fast.
Tikara is kind to the guests. True
She prepares the room before guests arrive. True
She is a model staff member at the hotel. True
Tikara does not listen to the guests. False — True is: She listens to the guests and shows care.
She stays calm even when it is very busy. True
She puts a pillow on the bed for extra comfort. True
She does not deserve the award. False — True is: She deserves the award.
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Interview with Tikara, fill in, words below:
check – help – give – give up – fix – trust – professional – happy – award – years – try – details – gift – stay
———————————————-
Interviewer: Hello Tikara, congratulations on your award! Tikara: Thank you very much.
Q: How long have you worked at this hotel? A: I have worked here for five __________.
Q: What do you like most about your job? A: I like to meet many people and make them __________.
Q: Why did you choose to work at the front desk? A: I like to talk to guests and __________ them when they need something.
Q: What do you do when a guest arrives? A: I smile, say welcome, and __________ them a welcome note.
Q: How do you make guests feel special? A: I remember their names and small __________ about them.
Q: What do you do if there is a problem with a booking? A: I stay calm and __________ the problem quickly.
Q: How do you help children who come to the hotel? A: I give them a small __________ to make them happy.
Q: How do you prepare a room for guests? A: I __________ every detail to make sure everything is clean and nice.
Q: What do you do when the hotel is very busy? A: I __________ calm, smile, and work with my team.
Q: How do you work with your colleagues? A: We help each other and _________ each other.
Q: Why do guests trust you? A: Because I listen to them and always __________ to help.
Q: What does being __________ mean to you? A: It means to be kind, polite, and do my best every day.
Q: Why do you think you got the __________? A: I think because I work hard, care about the guests, and never __________.
Q: What is your dream for the future? A: I want to keep learning and become a manager one day.
__________________________
Correct version:
Q: How long have you worked at this hotel? A: I have worked here for five years.
Q: What do you like most about your job? A: I like to meet many people and make them happy.
Q: Why did you choose to work at the front desk? A: I like to talk to guests and help them when they need something.
Q: What do you do when a guest arrives? A: I smile, say welcome, and give them a welcome note.
Q: How do you make guests feel special? A: I remember their names and small details about them.
Q: What do you do if there is a problem with a booking? A: I stay calm and fix the problem quickly.
Q: How do you help children who come to the hotel? A: I give them a small gift to make them happy.
Q: How do you prepare a room for guests? A: I check every detail to make sure everything is clean and nice.
Q: What do you do when the hotel is very busy? A: I stay calm, smile, and work with my team.
Q: How do you work with your colleagues? A: We help each other and trust each other.
Q: Why do guests trust you? A: Because I listen to them and always try to help.
Q: What does being professional mean to you? A: It means to be kind, polite, and do my best every day.
Q: Why do you think you got the award? A: I think because I work hard, care about the guests, and never give up.
Q: What is your dream for the future? A: I want to keep learning and become a manager one day.
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APPENDIX (A2+/B1)
1. The Role of a Perfect Front Desk Staff in a Luxury Hotel
The front desk is one of the most important places in a luxury hotel. It is the first and last place guests see. A perfect front desk staff member does much more than check guests in and out—they create a warm, welcoming experience that guests will remember. Here is what a perfect front desk staff does in detail:
a) Communication Skills
They speak clearly, politely, and professionally. If they can, they speak more than one language to communicate with international guests.
They listen carefully to what the guest says, noticing every small detail.
They explain hotel services and rules in a simple way so that guests understand easily. For example, they may explain breakfast times, spa services, or local transport.
They always use friendly words and a calm voice, making guests feel comfortable.
b) Anticipating Guest Needs
A perfect front desk staff notices small things: a guest may look tired, stressed, or have children with them. They offer help before the guest asks.
They suggest extra services or upgrades. For example, if a guest usually likes quiet rooms, they can offer a calm room on a high floor.
They remember special occasions, like birthdays, anniversaries, or even work trips, and make them special with notes, flowers, or a small gift.
c) Problem-Solving and Calmness
Guests may have complaints, like a noisy room, a broken TV, or a wrong booking. A perfect front desk staff solves these problems quickly and politely.
They stay calm in difficult situations. Even during emergencies, like power outages or busy check-in times, they manage the situation without stress.
They turn problems into positive experiences. For example, if a guest complains about the room, they can arrange a better one and add a personal touch like a welcome note or drink.
d) Attention to Detail
They check all records carefully, like bookings, bills, and special requests, to make sure nothing is wrong.
They notice small details about regular guests, such as their favorite room type, preferred pillow, or dietary restrictions.
They keep the front desk clean, organized, and welcoming, and they always look professional in their uniform.
e) Teamwork
Perfect staff work closely with other hotel departments, like housekeeping, concierge, and security.
They help colleagues when it is busy, for example by answering phones, guiding guests, or handling luggage.
They act as a bridge between management and guests, balancing hotel policies with excellent service.
f) Creating a Memorable Guest Experience
They welcome guests warmly by name, especially returning visitors.
They add personal touches, like handwritten notes, small gifts, or helpful local tips.
They always show friendliness, professionalism, and genuine care, making guests feel happy and valued.
2. What Tikara Did That Made Her Stand Out
Many front desk staff do these things well, but Tikara did more than everyone else, which is why she won the Front Desk Staff Award 2025. Here is what she did in detail:
a) Exceptional Personalization
Tak remembered the names, preferences, and special occasions of many guests, even those who visited only once.
She created unique experiences for guests. For example, she might arrange a room with flowers, a handwritten note, or a small gift to surprise them.
She made guests feel like the hotel “knows them personally”, which made stays unforgettable.
b) Anticipation and Proactivity
Tikara noticed what guests needed before they asked.
For example, if a guest arrived tired from a long flight, she would offer a welcome drink and a fast check-in without waiting for them to ask.
She also prepared extra amenities in advance, like baby cribs, extra towels, or local maps for tourists.
c) Excellence Under Pressure
During very busy times, with many check-ins and complaints, Tikara worked calmly, quickly, and efficiently.
She became the “go-to” staff for solving difficult problems, helping guests and colleagues at the same time.
d) Teamwork and Leadership
Tikara helped new staff learn the job, teaching them how to greet guests, solve problems, and anticipate needs.
She shared her experience with colleagues, helping the whole team provide excellent service.
Her teamwork made the front desk run smoothly, even at very busy times.
e) Going Beyond Duty
Tikara did small but very important things that many staff would not think of:
She remembered a guest’s favorite drink or newspaper.
She prepared rooms with personal touches, like a note or a special arrangement.
She collected feedback from guests and suggested improvements to management.
f) Creating Loyalty and Happiness
Tikara built strong relationships with guests. Many regular visitors asked specifically for her.
Her careful attention and personal care made guests very happy and loyal to the hotel.
3. Summary
Tikara became the perfect front desk staff member because she combined all normal skills—communication, problem-solving, teamwork, attention to detail—with extra care, creativity, and anticipation. She did not just do her job; she made every guest feel special, happy, and remembered.
Her work turned ordinary stays into memorable experiences. She became the face of the hotel for guests and a role model for her colleagues.
That is why she won the Front Desk Staff Award 2025.
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Cheat sheet, a summary:
Category
Perfect Front Desk Staff
What Tak Did Extra / Stood Out
Greeting Guests
Welcomes guests warmly and politely, smiles, makes guests feel comfortable
Remembers guests’ names, greets returning guests personally, adds personal touches like flowers, notes, or small gifts
Check-In / Check-Out
Performs check-in and check-out quickly and accurately; explains hotel services and rules clearly
Offers early check-in, prepares room preferences in advance, anticipates guest needs proactively
Communication
Speaks clearly and politely, listens carefully, can speak multiple languages
Communicates with extra friendliness, remembers preferences, explains services personally and clearly
Anticipating Needs
Notices guests who are tired, stressed, or have children; celebrates special occasions
Anticipates needs before guests ask; prepares surprises, welcome drinks, room setup, or notes
Problem-Solving
Handles complaints calmly, fixes errors, stays composed under stress
Solves problems efficiently, turns challenges into positive experiences, remains friendly and professional
Attention to Detail
Checks records, bills, and requests; notices guest preferences; keeps desk tidy and organized
Adds personal touches like favorite drinks, room setup, notes; remembers repeat guests and their likes
Teamwork
Works with housekeeping, concierge, and colleagues; helps when busy
And what did Tikara do, to be awarded – another summary?
1. Greeting Guests
Standard expectation: Smiles, welcomes guests politely, makes them feel comfortable.
What Tikara did more: She remembered each guest’s name, even for first-time or returning visitors. For VIP guests, she added personal touches, like leaving a small note, arranging flowers, or welcoming children with a little gift. Her greetings made guests feel personally valued, not just “checked in.”
2. Check-In / Check-Out
Standard expectation: Quick, accurate check-in and check-out; explains hotel services.
What Tikara did more: She anticipated guest needs in advance. For example, if a guest arrived early from a long flight, she arranged early check-in and a welcome drink without the guest asking. She also prepared room preferences, like pillow type or floor preference, making the process seamless and personal.
3. Communication
Standard expectation: Speaks clearly, listens carefully, speaks multiple languages if possible.
What Tikara did more: She communicated with extra warmth and friendliness, remembering specific guest preferences and explaining services personally. For example, she might remind a guest of a past request (“I know you prefer the quiet room on the top floor”), which made guests feel seen and remembered.
4. Anticipating Needs
Standard expectation: Notices tired or stressed guests, offers help, celebrates special occasions.
What Tikara did more: She proactively identified guest needs before they were asked for. For instance, she might notice a family with small children and arrange extra amenities like toys, baby cribs, or snacks. She also created small surprises for birthdays or anniversaries, making each stay personally memorable.
5. Problem-Solving
Standard expectation: Handles complaints calmly, fixes errors, stays composed under stress.
What Tikara did more: She turned problems into positive experiences. For example, if a room was double-booked, she didn’t just resolve it—she upgraded the guest to a better room, added a note or a gift, and ensured they left smiling. Guests felt she truly cared about their experience, not just following protocol.
6. Attention to Detail
Standard expectation: Checks records, bills, and requests; notices guest preferences; keeps the desk tidy.
What Tikara did more: She went beyond noticing preferences. She remembered subtle things like a guest’s favorite drink, newspaper, or specific dietary needs. She ensured these small details were ready before arrival, creating a seamless, luxurious experience that felt personalized.
7. Teamwork
Standard expectation: Works with housekeeping, concierge, and colleagues; helps when busy.
What Tikara did more: She mentored new staff, showing them how to anticipate guest needs and handle challenges. She also coordinated the team proactively, making the front desk run smoothly during peak hours, and ensured every guest received excellent service, not just the ones she personally handled.
8. Creating Memories
Standard expectation: Welcomes by name, adds personal touches, shows care and professionalism.
What Tikara did more: She created unique and memorable experiences for every guest. Examples: arranging a small surprise gift in the room, sending a handwritten thank-you note after departure, or giving thoughtful recommendations based on a guest’s interests. Guests left feeling emotionally connected to the hotel.
9. Excellence Under Pressure
Standard expectation: Remains calm and efficient during busy times.
What Tikara did more: During high-occupancy periods, she handled multiple check-ins and complaints simultaneously without losing composure. She became the “go-to” person for tricky situations, earning respect from both guests and colleagues.
10. Leadership & Initiative
Standard expectation: Supports team, communicates with management, improves service.
What Tikara did more: She suggested improvements to management based on guest feedback, such as optimizing check-in procedures or adding personalized welcome amenities. She inspired colleagues by demonstrating proactive, attentive service and creativity in enhancing guest experience.
✅ Summary:
Tikara didn’t just meet the standard expectations of front desk work—she personalized every interaction, anticipated guest needs, solved problems creatively, mentored her team, and consistently added small touches that made stays unforgettable. That combination of attention to detail, proactivity, warmth, and leadership is what earned her the Front Desk Staff Award.
####################
Unscramble the words from text, what are we looking for?
A great housekeeper is a very important person in a hotel or resort. They keep the hotel clean, neat, and comfortable for all guests. Housekeepers do many important jobs every day. They clean rooms carefully. They change bedsheets and wash towels. They also make the bathroom tidy. A housekeeper cleans the floors, dusts the furniture, and makes the room look nice and beautiful.
A great housekeeper is also careful and honest. He works hard and always does his best. He notices small problems, like a broken lamp or a dirty corner, and he fixes them before the guests see them. Housekeepers are friendly and polite. They talk kindly to guests and help them when it is needed. They always want guests to feel happy, safe, and comfortable.
Rama is a great housekeeper, but he does more than just cleaning. He adds a personal touch to his work. He leaves small notes in the rooms to welcome guests. He arranges flowers and sometimes adds little gifts like chocolates. Rama remembers the names of returning guests and their favorite rooms. He smiles and talks kindly to everyone. These small actions make the guests feel special and happy. Because of his outstanding performance, he was awarded Housekeeper of the Year in a luxury hotel. Rama’s care and attention make his housekeeping not only perfect and clean but also warm, friendly, and personal.
———————————
Vocabulary:
Neat – clean and organized
Carefully – doing something slowly and with attention
To change bedsheets – take old sheets off the bed and put new ones on
A towel – cloth used to dry your body or hands
Tidy – clean and in order
To dust furniture – clean dust from tables, chairs, and shelves
To be honest – to tell the truth
To notice a problem – see or find something that is wrong
A broken lamp – a lamp that does not work
A dirty corner – a part of a room that is not clean
To fix a problem – repair or solve something that is wrong
To talk kindly – speak in a friendly and polite way
Comfortable – feeling relaxed and happy
A personal touch – a small action that makes something special for someone
To leave a note – write a short message and put it somewhere
To arrange flowers – put flowers in a nice way for decoration
To add a gift – give something small to someone
To remember – not forget, keep something in your mind
A returning guest – a guest who comes back again
An outstanding performance – very good work or action
To be awarded – to get a prize or special recognition
Attention – care and focus on something
##################
Multiple choice, one answer correct:
What does neat mean? a) Clean and in order b) Very messy and dirty c) Big and not tidy
What does carefully mean? a) Doing very fast b) Doing slowly with care c) Doing without care
What does to change bedsheets mean? a) Wash towels in the bathroom b) Take old sheets and put new ones c) Clean the floor with water
What is a towel? a) Something to eat or drink b) A small soft pillow c) Cloth used to dry your hands
What does tidy mean? a) Very messy and dirty b) Clean and in order c) Soft and very warm
What does to dust furniture mean? a) Clean dust from tables and chairs b) Put flowers on the table c) Make the lamp very shiny
What does to be honest mean? a) To talk very quietly b) To tell the truth c) To work very fast
What does to notice a problem mean? a) Clean the whole room b) Ignore a mistake c) See something that is wrong
What is a broken lamp? a) A lamp that does not work b) A lamp that is very bright c) A lamp that is new
What is a dirty corner? a) A corner with toys b) A part of a room not clean c) A corner with flowers
What does to fix a problem mean? a) Leave the room messy b) Repair something that is wrong c) Make a new problem
What does to talk kindly mean? a) Say nothing at all b) Shout at someone c) Speak in a friendly way
What does comfortable mean? a) Feeling very tired b) Feeling relaxed and happy c) Feeling cold and hungry
What is a personal touch? a) A small action to be special b) Cleaning everything fast c) A very big action
What does to leave a note mean? a) Write a short message and put it b) Take a message away c) Speak to someone loudly
What does to arrange flowers mean? a) Water the plants every day b) Put flowers nicely for decoration c) Cut the flowers in the garden
What does to add a gift mean? a) Give something small to someone b) Take a gift away c) Hide something in the room
What does to remember mean? a) Look at something fast b) Throw something away c) Not forget and keep in mind ——–end of audio file—–
What is a returning guest? a) A new guest in the hotel b) A guest who comes back again c) A guest who is leaving soon
What is an outstanding performance? a) Very good work or action b) Very bad work and action c) Work done very slowly
What does to be awarded mean? a) To clean the room quickly b) To write a note for guests c) To get a prize or special recognition
What is attention? a) Care and focus on something b) Doing many things very fast c) Talking loudly all the time
Answers.
a) 2. b) 3. b) 4. c) 5. b) 6. a) 7. b) 8. c) 9. a) 10. b) 11. b) 12. c) 13. b) 14. a) 15. a) 16. b) 17. a) 18. c) 19. b) 20. a) 21. c) 22. a)
___________________
Correct version:
What does neat mean – Clean and in order
What does carefully mean – Doing slowly with care
What does to change bedsheets mean – Take old sheets and put new ones
What is a towel – Cloth used to dry your hands
What does tidy mean – Clean and in order
What does to dust furniture mean – Clean dust from tables and chairs
What does to be honest mean – To tell the truth
What does to notice a problem mean – See something that is wrong
What is a broken lamp – A lamp that does not work
What is a dirty corner – A part of a room not clean
What does to fix a problem mean – Repair something that is wrong
What does to talk kindly mean – Speak in a friendly way
What does comfortable mean – Feeling relaxed and happy
What is a personal touch mean – A small action to be special
What does to leave a note mean – Speak to someone loudly
What does to arrange flowers mean – Water the plants every day
What does to add a gift mean – Give something small to someone
What does to remember mean – Look at something fast
What is a returning guest – A guest who is leaving soon
What is an outstanding performance – Work done very slowly
What does to be awarded mean – To get a prize or special recognition
What is attention – Doing many things very fast
#####################
Gap-fill exercise:
A great housekeeper keeps the hotel ______ and clean. a) neat b) comfortable c) honest
Rama works ______ when he cleans the rooms. a) carefully b) attention c) a towel
Every day he has to ______ bedsheets for the guests. a) buy b) arrange c) leave
He puts a clean ______ in the bathroom. a) towel b) note c) flowers
He keeps the rooms ______ and in order. a) outstanding b) broken c) tidy
He ______ the furniture every morning. a) cleans b) dusts c) adds
Rama is always ______ to the guests. a) honest b) comfortable c) neat
He can ______ small problems before the guests see them. a) leave b) add c) notice
A ______ lamp must be fixed quickly. a) broken b) clean c) tidy
He cleans every ______ corner. a) personal b) dirty c) outstanding
If there is a problem, he can ______ it immediately. a) notice b) remember c) fix
He always ______ kindly to the guests. a) dusts b) talks c) leaves
Guests feel ______ in the rooms Rama cleans. a) comfortable b) broken c) neat
Rama adds a ______ touch to the rooms. a) careful b) dirty c) personal
He sometimes ______ a note for the guests. a) leaves b) notices c) changes
He can ______ flowers nicely in the room. a) dust b) arrange c) fix
He may also ______ a small gift for a guest. a) notice b) clean c) add
Rama can always ______ the names of returning guests. a) talk b) remember c) leave
A ______ guest comes back to the hotel again. a) returning b) broken c) personal
Rama’s work is an ______ performance. a) dirty b) tidy c) outstanding
Because of his work, he was ______ housekeeper of the year. a) awarded b) neat c) careful
Rama pays close ______ to all small details. a) towel b) attention c) note
Answers:
b 2. a 3. c 4. a 5. c 6. b 7. a 8. c 9. a 10. b 11. c 12. b 13. a 14. c 15. a 16. b 17. c 18. b 19. a 20. c 21. a 22. a
————————– Correct version:
A great housekeeper keeps the hotel neat and clean.
Rama works carefully when he cleans the rooms.
Every day he has to change bedsheets for the guests.
He puts a clean towel in the bathroom.
He keeps the rooms tidy and in order.
He dusts the furniture every morning.
Rama is always honest to the guests.
He can notice small problems before the guests see them.
A broken lamp must be fixed quickly.
He cleans every dirty corner.
If there is a problem, he can fix it immediately.
He always talks kindly to the guests.
Guests feel comfortable in the rooms Rama cleans.
Rama adds a personal touch to the rooms.
He sometimes leaves a note for the guests.
He can arrange flowers nicely in the room.
He may also add a small gift for a guest.
Rama can always remember the names of returning guests.
A returning guest comes back to the hotel again.
Rama’s work is an outstanding performance.
Because of his work, he was awarded housekeeper of the year.
Rama pays close attention to all small details.
##################
Word-definition match exercise:
Words;
neatness
careful work
towel
tidiness
dusting
honesty
noticing a problem
broken lamp
fixing a problem
friendly talk
comfort
personal touch
leaving a note
arranging flowers
Definitions:
a. A lamp or thing that does not work b. Clean and in order c. A small action to make something special d. Do something slowly with care e. To put flowers nicely in order f. Feeling relaxed and happy g. Always telling the truth h. A cloth used to dry your hands or body i. Remove dust from furniture j. To repair something that is wrong k. Writing a short message for someone l. Speaking in a friendly way m. Seeing that something is wrong n. Clean and organized
___________________ Answers:
1 – b, 2 – d, 3 – h, 4 – n, 5 – i, 6 – g, 7 – m, 8 – a, 9 – j, 10 – l, 11 – f, 12 – c, 13 – k, 14 – e ___________________
Correct version:
neatness – Clean and in order
careful work – Do something slowly with care
towel – A cloth used to dry your hands or body
tidiness – Clean and organized
dusting – Remove dust from furniture
honesty – Always telling the truth
noticing a problem – Seeing that something is wrong
broken lamp – A lamp or thing that does not work
fixing a problem – To repair something that is wrong
friendly talk – Speaking in a friendly way
comfort – Feeling relaxed and happy
personal touch – A small action to make something special
leaving a note – Writing a short message for someone
arranging flowers – To put flowers nicely in order
##################
True or false:
Housekeepers always leave dirty towels in the room.
Rama arranges flowers to make the room look nice.
Guests feel comfortable when rooms are tidy and clean.
A broken lamp should not be fixed by a housekeeper.
Housekeepers dust furniture to remove dirt.
Personal touches make guests feel special.
Leaving a note for guests is a way to welcome them.
A housekeeper never notices small problems in the room.
Honest housekeepers always tell the truth to guests.
Comfort means guests feel tired and unhappy in the room.
Neat rooms are clean and in order.
Arranging flowers is part of housekeeping.
Dusting furniture makes rooms dirtier.
A returning guest is someone who comes back to the hotel.
__________________ True: 2,3,5,6,7,9,11,12,14
__________________
Correct version:
Housekeepers always leave dirty towels in the room. True is: Housekeepers always replace dirty towels with clean ones.
Rama arranges flowers to make the room look nice.
Guests feel comfortable when rooms are tidy and clean.
A broken lamp should not be fixed by a housekeeper. True is: A broken lamp should be fixed by a housekeeper.
Housekeepers dust furniture to remove dirt.
Personal touches make guests feel special.
Leaving a note for guests is a way to welcome them.
A housekeeper never notices small problems in the room. True is: A housekeeper notices small problems in the room.
Honest housekeepers always tell the truth to guests.
Comfort means guests feel tired and unhappy in the room. True is: Comfort means guests feel relaxed and happy in the room.
Neat rooms are clean and in order.
Arranging flowers is part of housekeeping.
Dusting furniture makes rooms dirtier. True is: Dusting furniture removes dust and makes rooms cleaner.
A returning guest is someone who comes back to the hotel.
###################
Interview with Rama – Housekeeper of the Year, fill in, words below:
Interviewer: Hello, Rama! What is your job? Rama: Hello! I am a housekeeper in a__________ hotel.
Interviewer: What do you do every day? Rama: I clean rooms, change __________, wash towels, and tidy bathrooms.
Interviewer: Do you also clean the furniture? Rama: Yes, I __________ all the furniture and make the room look nice.
Interviewer: How do you work? Rama: I work carefully and pay attention to every small ______________.
Interviewer: What does “carefully” mean for you? Rama: It means I do everything slowly and correctly, without __________.
Interviewer: Do you notice small problems in the rooms? Rama: Yes, I always notice problems __________ the guests see them.
Interviewer: Can you give an example of a problem? Rama: A __________ lamp or a dirty corner is a problem I fix.
Interviewer: How do you fix a problem? Rama: I repair or clean it __________ so the guest is happy.
Interviewer: Do you talk to the guests? Rama: Yes, I always talk kindly and __________to every guest.
Interviewer: How do guests feel in your rooms? Rama: Guests feel comfortable, __________, and safe.
Interviewer: Do you add a personal touch to your work? Rama: Yes, I leave small notes, __________ flowers, or add little gifts.
Interviewer: Do you remember returning guests? Rama: Yes, I remember their __________ and favorite rooms.
Interviewer: Why do you think you got the award? Rama: Because of my careful work, honesty, and __________ to guests.
Interviewer: What is the most important part of your job? Rama: Making guests __________ special, comfortable, and happy every day.
________________________ Correct version:
Interview with Rama – Housekeeper of the Year
Interviewer: Hello, Rama! What is your job? Rama: Hello! I am a housekeeper in a luxury hotel.
Interviewer: What do you do every day? Rama: I clean rooms, change bedsheets, wash towels, and tidy bathrooms.
Interviewer: Do you also clean the furniture? Rama: Yes, I dust all the furniture and make the room look nice.
Interviewer: How do you work? Rama: I work carefully and pay attention to every small detail.
Interviewer: What does “carefully” mean for you? Rama: It means I do everything slowly and correctly, without mistakes.
Interviewer: Do you notice small problems in the rooms? Rama: Yes, I always notice problems before the guests see them.
Interviewer: Can you give an example of a problem? Rama: A broken lamp or a dirty corner is a problem I fix.
Interviewer: How do you fix a problem? Rama: I repair or clean it immediately so the guest is happy.
Interviewer: Do you talk to the guests? Rama: Yes, I always talk kindly and politely to every guest.
Interviewer: How do guests feel in your rooms? Rama: Guests feel comfortable, happy, and safe.
Interviewer: Do you add a personal touch to your work? Rama: Yes, I leave small notes, arrange flowers, or add little gifts.
Interviewer: Do you remember returning guests? Rama: Yes, I remember their names and favorite rooms.
Interviewer: Why do you think you got the award? Rama: Because of my careful work, honesty, and attention to guests.
Interviewer: What is the most important part of your job? Rama: Making guests feel special, comfortable, and happy every day.
##################
Hello, my name is Rama. I am a housekeeper in a luxury hotel. Every day I clean rooms, change bedsheets, wash towels, and tidy bathrooms. I dust furniture and make everything neat and beautiful. I work carefully and always notice small problems before the guests see them. I am honest and polite. I also add a personal touch: I leave notes, arrange flowers, and sometimes give little gifts. I remember returning guests and their favorite rooms. Because of my careful work and attention, I was awarded Housekeeper of the Year. I love my job. ———————————–
Now rewrite the story starting with
>>>>>>>>>>His name is Rama. >>>>>>>>>>He is a housekeeper………
and make all changes necessary. ———————————-
Correct version:
His name is Rama. He is a housekeeper in a luxury hotel. Every day he cleans rooms, changes bedsheets, washes towels, and tidies bathrooms. He dusts furniture and makes everything neat and beautiful. He works carefully and always notices small problems before the guests see them. He is honest and polite to everyone. Rama also adds a personal touch: he leaves notes, arranges flowers, and sometimes gives little gifts. He remembers returning guests and their favorite rooms. Because of his careful work and attention, he was awarded Housekeeper of the Year. He loves his job very much.
🌟 1. Excellent, warm, and personal service — the #1 reason for positive reviews
Guests often say things like:
“The staff were so kind and helpful!” “They made me feel like family.”
Why it matters:
People remember how they felt more than what they saw.
Even if something is not perfect, friendly and proactive service often turns a potential complaint into a 5-star review.
What works well:
Greeting guests warmly by name
Offering help before being asked
Solving problems immediately with a smile
Showing genuine care and respect
🧼 2. Cleanliness and comfort
A spotless, good-smelling, comfortable room almost always gets mentioned positively.
What guests praise:
Clean bathrooms, fresh linens, and organized spaces
Comfortable beds and quiet rooms
Daily housekeeping done properly
Even simple rooms can get excellent reviews if they are very clean.
🏨 3. Fast, smooth, and friendly check-in/check-out
Guests love when everything is easy:
Quick check-in with no long waiting
Friendly front desk that explains things clearly
No hidden charges or confusion at check-out
This creates a good first and last impression, which strongly affects reviews.
🛠️ 4. Quick problem-solving
Mistakes happen — but how a hotel reacts determines the review.
Guests praise:
“They fixed it right away.” “They upgraded my room when something didn’t work.” “They apologized and made me feel valued.”
Hotels that train staff to solve issues immediately often turn negative experiences into positive reviews.
📍 5. Good location and easy access
Guests often choose hotels for their location. They leave good reviews when:
Attractions are nearby
Transportation is convenient
The neighborhood feels safe
This factor alone can often lift an average stay to a positive one.
🍳 6. Small touches & surprises
People love feeling special:
Welcome drink, cool towel, or fruit plate
Birthday or honeymoon decorations
Helpful tips about the area
Remembering repeat guests’ preferences
These little extras create emotional value that leads to glowing reviews.
🌐 7. Reliable facilities (Wi-Fi, AC, hot water)
Guests don’t praise technology itself — they praise not having to worry about it.
Common positive mentions:
“Wi-Fi worked perfectly.”
“The room was always cool and comfortable.”
“Hot shower all the time.”
When basic needs work without problems, guests are happier and leave better reviews.
✅ Key insight:
Bad experiences create negative reviews.
Good experiences are expected.
Exceptional service, fast problem-solving, and small personal touches create great reviews.
##################
🏨 Understanding Guest Reviews in the Hotel Industry
How to Reduce Complaints & Increase 5-Star Feedback
📊 1. Why Reviews Matter
1.1 Impact on Business
90% of travelers read online reviews before booking.
A 1-star difference on major platforms (Booking, TripAdvisor, Google, Agoda) can mean:
Up to 20–30% difference in occupancy
Stronger brand reputation
Higher ADR (Average Daily Rate)
Negative reviews travel faster than positive ones — 1 bad experience can reach hundreds of future guests.
1.2 The Guest Review Timeline
Before stay: Expectations are shaped by website, photos, and other reviews.
During stay: Emotions and real experiences form the story.
After stay: Guests decide whether to write a review based on how they felt — not only what they saw.
❌ 2. Most Common Causes of Negative Reviews
Category
Typical Problems
Guest Impact
🧾 Service
Slow check-in, unfriendly staff, poor handling of complaints
Guests feel disrespected or ignored
🧼 Housekeeping
Dirty rooms, unprepared rooms, missing amenities
Guest loses trust immediately
🧰 Maintenance
Broken AC, poor Wi-Fi, plumbing issues, noise
Guest comfort is disturbed, frustration builds
📞 Communication
No clear info about hotel facilities, extra fees, check-out times, or transport
Guests feel misled
🛏️ Unmet Expectations
Room doesn’t match photos, overpromised services
Guest feels cheated, leaves emotional review
🆘 Problem Resolution
Complaints ignored or delayed
Guests decide to “warn others” through bad reviews
Real Examples (common review phrases):
“The front desk didn’t care.”
“The room was not what we expected.”
“Wi-Fi didn’t work for two days.”
“I waited 20 minutes to check in.”
“They didn’t solve my problem.”
🪄 3. Root Causes Behind Negative Reviews
Lack of staff training on service recovery
Poor internal communication between departments
No standard procedures for handling complaints
Overpromising in online listings or marketing
Delayed maintenance response
Low guest engagement — guests don’t feel valued
✅ 4. Top Reasons for Positive Guest Reviews
Category
What Guests Appreciate
Why It Works
🧑💼 Warm Service
Friendly, respectful, personal interactions
Creates emotional connection, builds trust
🧽 Cleanliness
Spotless room, fresh bathroom, no smells
First impression strongly influences satisfaction
🏃 Efficiency
Fast, easy check-in/out, quick response
Makes guests feel valued and respected
🛠️ Reliable Facilities
AC, Wi-Fi, water pressure all working
Removes frustration points
📝 Problem Solving
Immediate, polite handling of complaints
Turns negative moments into positive stories
📍 Location & Convenience
Proximity to attractions, transport
Matches expectations, makes travel easy
🎁 Personal Touches
Welcome drink, decorations, small gestures
Surprises guests, builds loyalty
Common Phrases in Positive Reviews:
“Staff went above and beyond.”
“Very clean and comfortable.”
“Check-in was so easy.”
“They fixed my issue in minutes.”
“I felt welcome the whole time.”
🧠 5. How to Turn Problems into Positive Reviews
Step 1: Detect Problems Early
Encourage staff to observe and act — don’t wait for guests to complain.
Monitor Wi-Fi, AC, and room readiness daily.
Walk the property regularly.
Step 2: Respond Immediately
A fast reaction matters more than a perfect solution.
Example: If AC is broken, offer an immediate room change, then fix the issue.
Step 3: Empower Your Staff
Train staff to make small compensations without manager approval (e.g., free drink, late checkout).
This shows care and speeds up resolution.
Step 4: Communicate Clearly
Always explain what’s happening and when it will be fixed.
Guests appreciate transparency more than excuses.
Step 5: Follow Up
After resolving an issue, check in with the guest:
“Is everything working well now?”
“We’re really sorry for the inconvenience.”
📅 6. Daily Action Plan to Increase Positive Reviews
Front Desk
Warm, personalized greeting for each guest.
Confirm booking details clearly to avoid misunderstandings.
Offer help proactively (taxis, directions, etc.).
Handle complaints politely and efficiently.
Housekeeping
Check each room before arrival for cleanliness and readiness.
Report broken or missing items immediately.
Leave small touches (fresh towels folded nicely, scented room).
Maintenance
Daily check of key systems (Wi-Fi, water, AC).
Emergency repair protocol within 30 min.
Regular preventive maintenance to avoid breakdowns.
Management
Monitor review platforms daily.
Reply to negative reviews professionally and positively.
Reward staff for positive guest mentions.
🧭 7. Proactive Strategies for 5-Star Reviews
Personalization: Remember repeat guests, use their names.
Surprise moments: Birthday cake, small thank-you notes, free water bottle on departure.
Ask for feedback during the stay, not only at checkout.
Staff training: Service recovery workshops every month.
Guest communication: Provide clear, simple info at every step.
📢 8. Responding to Reviews Professionally
Negative Review Response Example:
“Dear [Name], thank you for your feedback. We are very sorry that your experience did not meet expectations. We take your comments seriously and have already addressed [problem]. We hope to have the chance to welcome you again and provide a much better stay.”
Positive Review Response Example:
“Dear [Name], thank you so much for your kind words. We’re delighted to hear you enjoyed your stay and appreciated our service. It was a pleasure to host you, and we look forward to welcoming you again!”
✅ Always:
Respond within 24–48 hours
Use guest’s name
Address the specific issue or praise
Remain polite and professional
📈 9. Key Metrics to Track
Average review score (overall and by category)
Number of mentions of staff, service, and cleanliness
Response time to complaints
Maintenance ticket resolution time
% of guests leaving reviews vs. total stays
Tracking these helps management see where problems repeat and where strengths lie.
🏆 10. Final Takeaways
Most negative reviews come from service inconsistency and poor communication.
Most positive reviews come from warm service, cleanliness, and quick problem solving.
Small details create big emotional impacts.
A hotel that reacts fast and cares sincerely can turn a bad situation into a 5-star review.
good experiences and small problems, a staff meeting
Meeting summary: guest feedback improvement plan
Date: [Insert Date] Attendees: General Manager, Front Office Manager, Housekeeping Manager, Engineering Manager, F&B Manager, Transportation Supervisor, Pool & Recreation Manager, Guest Relations Manager
Purpose: A guest sent an email after staying at our hotel. The guest had a very good stay, but also wrote about some small problems. The goal of this meeting is to talk about each point and find clear ways to make our service better in the future.
1. Transportation & Airport Pick-up
Guest Feedback:
Airport pick-up was very good.
Driver was friendly, polite, and on time.
Discussion:
Transportation team did a good job.
A good airport pick-up gives guests a strong first impression of the hotel.
Action Plan:
Keep the same good service.
Train drivers every three months to stay friendly and polite.
Check arrival details carefully before pick-up to make sure everything is correct.
Ask drivers to give a short welcome greeting to guests to make them feel comfortable.
2. Front Office & Check-in
Guest Feedback:
Check-in staff were friendly and explained everything well.
Early check-in was not possible. The guest was tired after a long flight.
Discussion:
Early check-in can be difficult when the hotel is full.
We can do more to make guests comfortable while waiting.
We should communicate better and offer options, not just say “no.”
Action Plan:
Try to prepare some rooms earlier if occupancy allows.
Offer a paid early check-in option for guests who need a room quickly.
If early check-in is not possible, offer the guest to wait in the lounge, use the pool, or have a welcome drink.
Work more closely with Reservations to see if guests are arriving from long flights.
Train staff to be kind, polite, and helpful when they cannot say yes.
3. Rooms & Maintenance
Guest Feedback:
The room was clean, quiet, and comfortable.
The toilet had a problem twice during the stay.
Discussion:
Housekeeping may not have seen the toilet problem before check-in.
Engineering fixed it, but the problem happened again.
Repeated problems make guests feel uncomfortable.
Action Plan:
Engineering:
Check all toilets, air conditioners, and lights carefully before check-in.
Keep a record of repeated problems in each room.
Fix problems fully, not only temporarily.
Housekeeping:
Look more carefully during room inspections before check-in.
Report problems to Engineering immediately.
Guest Relations:
Follow up with guests after any repair to make sure they are happy.
4. Pool & Recreation
Guest Feedback:
The guest liked the pool a lot.
Pool staff were friendly. The guest felt relaxed there.
Discussion:
The pool is one of the hotel’s strong points.
A good pool experience makes guests feel happy and welcome.
Action Plan:
Keep the good service level at the pool.
Offer small extras like cool towels, water service, or sunscreen help.
Say thank you to pool staff for their good work to keep them motivated.
5. Food & Beverage
Guest Feedback:
Food in the restaurant was excellent with many choices.
Some staff looked tired or not motivated.
Discussion:
Food quality is very good.
Service quality depends on staff energy and motivation.
Action Plan:
Give service and motivation training to F&B staff.
Have a short team meeting before each shift to motivate the team.
Supervisors should watch the floor during service and help staff if needed.
Say thank you to good staff and reward them for great service.
6. Departure
Guest Feedback:
Departure was smooth and well organized.
Discussion:
Check-out service works well.
A smooth departure leaves a good last impression.
Action Plan:
Keep the same process.
Add a small goodbye message or thank-you card to make the guest feel special.
7. Overall Guest Experience
Guest Feedback:
The guest had a very good stay and wants to come back.
Main problems: no early check-in and toilet repair issue.
Discussion:
These are small problems but they affect how guests feel.
We can solve them with better planning and communication.
Action Plan:
Work as a team to fix small problems before they affect guests.
Focus on early room preparation and technical checks.
Make waiting more comfortable for guests.
Keep good communication between departments.
Guest Relations should log all future feedback to check improvement.
Conclusion & Next Steps
All department heads must follow the action points for their team.
Guest Relations will watch new guest comments to see if service improves.
Our goal is to make every guest feel welcome, comfortable, and happy during their stay.
Turning small problems into good solutions can make a big difference.
Housekeeping must make sure rooms are ______ before check-in.
Engineering must ______ problems completely.
The guest liked the ______ in the restaurant.
The toilet had a ______ two times.
The staff should ______ the room carefully before the guest arrives.
A short ______ from the driver makes the guest feel good.
Restaurant staff should always ______ to the guest.
The front office should try to offer ______ check-in when possible.
———————————
Correct version:
The guest felt tired because they arrived early.
The driver was friendly and polite.
The pool area made the guest feel relaxed.
The hotel will train drivers every three months.
Housekeeping must make sure rooms are clean before check-in.
Engineering must fix problems completely.
The guest liked the food in the restaurant.
The toilet had a problem two times.
The staff should check the room carefully before the guest arrives.
A short welcome from the driver makes the guest feel good.
Restaurant staff should always smile to the guest.
The front office should try to offer early check-in when possible.
💬 4. Discussion questions
Answer these questions in pairs or in writing.
Why is first impression important when a guest arrives?
Example:
First impressions are important because they show the guest how the hotel cares about them. A friendly welcome, clean lobby, and polite staff make the guest feel happy and comfortable. A good first impression can make the guest enjoy their stay more and want to return.
How can we make guests feel comfortable if they must wait for their room?
Example:
We can make guests feel comfortable by offering a seat in the lounge, giving a welcome drink, or letting them use the pool. Friendly staff can smile and talk politely. These small actions help guests feel relaxed and happy even if their room is not ready.
What can housekeeping do to prevent technical problems?
Example:
Housekeeping can check rooms carefully before guests arrive. They can test toilets, lights, and air conditioning. If they see a problem, they tell Engineering right away. This helps fix problems fast and makes guests feel comfortable.
How can Engineering work better with other departments?
Example:
Engineering can work better by checking rooms carefully before guests arrive, fixing problems quickly, and talking with Housekeeping and Front Office. They should tell other departments about repairs and share information so guests have no problems during their stay.
Why is it important to smile and be friendly with guests?
Example:
Smiling and being friendly with guests is important because it makes them feel welcome and happy. Friendly staff create a good first impression, help guests feel comfortable, and make their stay enjoyable. Happy guests are more likely to return and recommend the hotel to others.
What can restaurant supervisors do to keep staff motivated?
Example:
Restaurant supervisors can keep staff motivated by saying thank you for good work, giving small rewards, helping them during busy times, and encouraging a friendly team. They can also remind staff to smile and be polite to guests.
Why is it good to follow up with a guest after a repair in the room?
Example:
Following up with a guest after a repair is good. It shows the hotel cares. It makes sure the problem is fixed and the guest is happy. Guests feel welcome and safe. This can make them like the hotel and want to come back.
How can small problems affect the guest’s decision to return?
Example:
Small problems can make a guest feel unhappy or uncomfortable. For example, if a toilet does not work or check-in is slow, the guest may be tired or stressed. Even small issues can make them think the hotel is not careful. This can make the guest decide not to return.
What are some easy ways to make the pool experience even better?
Example:
Some easy ways to make the pool experience better are giving cold towels, fresh drinking water, and clean sunbeds. Staff can smile and be friendly to guests. Adding umbrellas for shade and helping guests with towels or sunscreen also makes them feel comfortable and happy at the pool.
What can each department do to give the guest a “wow” experience?
Example:
Each department can give guests a “wow” experience by being friendly and helpful. Front Office can greet guests with a smile. Housekeeping can keep rooms very clean. Engineering can fix problems fast. F&B staff can serve food politely. Drivers can be kind. Small actions make guests happy and feel special.
🧾 5. Role Play Exercises (More Scenarios)
Scenario 1: Early Check-in Problem
A: General Manager
B: Front Office Manager Task: Discuss what to do when a guest arrives early and no room is ready.
Example:
A: Good morning. A guest arrived early, but the room is not ready. What can we do? B: We can offer the guest to wait in the lounge. A: Can we give them a drink? B: Yes, we can offer a welcome drink. A: Can they use the pool while waiting? B: Yes, the guest can use the pool. A: Should we explain politely to the guest? B: Yes, we should tell the guest and apologize. A: What if no rooms are ready at all? B: We give them a comfortable place to wait, like the lounge. A: How can we make the guest happy? B: We can be friendly and helpful while they wait.
Scenario 2: Maintenance Issue
A: Engineering Manager
B: Housekeeping Supervisor Task: A toilet broke twice during a guest stay. Talk about how to avoid this in the future.
Example:
A: Hello! The guest’s toilet broke twice. How can we avoid this next time? B: Hi! We can check all toilets carefully before the guest arrives. A: Good idea. Should we also check other things in the room? B: Yes, we can check lights and air conditioning too. A: How fast can we fix problems if they happen? B: We can fix them immediately and tell Guest Relations. A: Should we make a list of rooms with problems? B: Yes, that is a good idea. We can check them more carefully next time. A: How can we make sure guests are happy after repairs? B: Guest Relations can call the guest or visit to check everything is okay.
Scenario 3: Restaurant Motivation
A: F&B Manager
B: Waiter Task: Some guests said the staff looked tired. Talk about how to stay motivated during the shift.
Example:
Here’s a simple A2-level dialogue for Scenario 3 (Restaurant Motivation) with 5 questions and answers:
A: Good morning. Some guests said staff looked tired yesterday. How do you feel during your shift? B: I feel a little tired sometimes, but I want to give good service. A: What can help you stay motivated during your shift? B: Talking to my team and smiling at guests helps me feel better. A: How can we make work easier for you? B: Short breaks and clear instructions help me a lot. A: Do you like working with your team? B: Yes, we help each other and work better together. A: What can we do to make guests happy? B: Always be polite, smile, and serve food carefully.
Scenario 4: Airport Pick-up
A: Guest Relations Manager
B: Driver Task: The guest liked the service, but you want to make it even better. Discuss ideas to improve.
Example:
Here’s a simple A2-level dialogue with 5 questions and answers for Scenario 4:
A: Hello! The guest liked your airport pick-up today. Thank you. B: Thank you! I try my best. A: How do you greet guests when you meet them? B: I smile and say, “Welcome to our hotel.” A: Can we make the service even better? B: Yes. I can ask guests if they need water or a seat. A: What about luggage? B: I can carry their bags quickly and carefully. A: How can we make the car more comfortable? B: I can clean the car and play soft music. A: Great! These small things will make guests very happy. B: I will do that. Thank you for your advice.
✍️ 6. Writing Tasks
Write 5–6 sentences for each task.
Example A – Housekeeping
“We can check the bathroom carefully before the guest arrives. We can make sure everything works. If there is a problem, we call Engineering right away. We should also check the lights and air conditioning. If everything is perfect, the guest will feel comfortable.”
Example B – Front Office
“We can ask reservations if guests arrive early. We can prepare some rooms before normal check-in. If no rooms are ready, we can offer them to wait at the pool or give a welcome drink. This will make them feel happy, even if they wait.”
Example C – F&B
“We should always smile and talk politely to guests. We can make the restaurant look clean and friendly. If we are tired, we can still show good energy to the guest. A smile makes a big difference. Good service brings guests back.”
Example D – Engineering
“We can check all rooms before guests arrive. Toilets, lights, and air conditioning must work well. If there is a problem, we fix it immediately. We should also write down repeating problems. This helps us fix them permanently.”
good experiences and small problems, feedback of a guest
Basics in past simple:
Personal Pronoun
Verb (Past)
Object
I
ate
apples
You
ate
apples
He
ate
apples
She
ate
apples
It
ate
apples
We
ate
apples
You (plural)
ate
apples
They
ate
apples
I
played
football
You
played
football
He
played
football
She
played
football
It
played
football
We
played
football
You (plural)
played
football
They
played
football
Personal Pronoun
Verb (Past Negative)
Object
I
did not eat
apples
You
did not eat
apples
He
did not eat
apples
She
did not eat
apples
It
did not eat
apples
We
did not eat
apples
You (plural)
did not eat
apples
They
did not eat
apples
I
did not play
football
You
did not play
football
He
did not play
football
She
did not play
football
It
did not play
football
We
did not play
football
You (plural)
did not play
football
They
did not play
football
Did + Pronoun
Verb
Object
Did I
eat
apples?
Did you
eat
apples?
Did he
eat
apples?
Did she
eat
apples?
Did it
eat
apples?
Did we
eat
apples?
Did you
eat
apples?
Did they
eat
apples?
Did I
play
football?
Did you
play
football?
Did he
play
football?
Did she
play
football?
Did it
play
football?
Did we
play
football?
Did you
play
football?
Did they
play
football?
Didn’t + Pronoun
Verb
Object
Didn’t I
eat
apples?
Didn’t you
eat
apples?
Didn’t he
eat
apples?
Didn’t she
eat
apples?
Didn’t it
eat
apples?
Didn’t we
eat
apples?
Didn’t you
eat
apples?
Didn’t they
eat
apples?
Didn’t I
play
football?
Didn’t you
play
football?
Didn’t he
play
football?
Didn’t she
play
football?
Didn’t it
play
football?
Didn’t we
play
football?
Didn’t you
play
football?
Didn’t they
play
football?
######################
How would you answer that email?
######################
Dear [Manager’s Name],
Last week, I stayed at a five-star hotel. Overall, my stay was very good, but there were some small problems.
The pick-up and transfer from the airport were very good. The driver was friendly and polite. I arrived at the hotel on time. At the check-in, the staff were kind and welcoming. They explained everything well. I was a little tired after a long flight, so I hoped for early check-in. Unfortunately, it was not possible. I felt very tired and wanted to rest immediately.
My room was comfortable, clean, and quiet. I liked it very much. But the toilet had a problem and had to be repaired two times during my stay. This was a little inconvenient. I liked the pool very much. The pool staff were friendly, and I felt relaxed there. The food in the restaurant was excellent. There were many choices, and I enjoyed my meals. Some staff seemed a little unmotivated, but I still felt well taken care of.
Finally, my departure was smooth and well organized. I could leave the hotel without any problems.
Overall, I had a very good stay. I hope the hotel can improve small problems like early check-in and toilet repairs. I would like to stay again because I had a comfortable and pleasant experience.
__________________________
Vocabulary:
to result in – to make something happen.
an email – a message you send on a computer or phone.
an experience – something that happens to you or that you do.
feedback – information about how good or bad something is.
basics – the simple, most important things.
overall – looking at everything together.
a transfer – to move from one place to another.
to be polite – to speak or act in a nice and respectful way.
to be welcoming – to make people feel happy and comfortable.
to explain – to make something clear or easy to understand.
to be tired – to feel you need rest or sleep.
unfortunately – used when something bad happens.
to rest – to stop working or moving to feel better.
immediately – right now, without waiting.
inconvenient – not easy or comfortable.
to feel relaxed – to feel calm and comfortable.
to be excellent – to be very good.
a choice (meals) – different things you can pick to eat.
to enjoy – to feel happy and like something.
to be unmotivated – to not want to do anything.
to be taken care of – someone helps you and keeps you safe or comfortable.
finally – at the end, after a long time.
smooth – easy, without problems or bumps.
to improve problems – to make bad situations better.
a toilet repair – fixing a toilet when it is not working.
pleasant – nice, enjoyable, or happy.
################
Multiple-choice, one answer correct:
audio 1-19:
audio 20-26:
to result in – What does it mean? a) to make something happen b) to eat quickly c) to run away
an email – What is it? a) a paper letter b) a message on a computer c) a phone call
an experience – What is it? a) something you do or feel b) a small bag c) a long journey
feedback – What is it? a) a type of food b) information about how good or bad something is c) a color of a wall
basics – What are they? a) simple important things b) expensive clothes c) big buildings
overall – What does it mean? a) running very fast b) eating a meal c) looking at everything together
a transfer – What is it? a) jumping high b) moving from one place to another c) reading a book
to be polite – What does it mean? a) to speak nicely b) to eat slowly c) to sleep early
to be welcoming – What does it mean? a) to be very tired b) to make people feel happy c) to run quickly
to explain – What does it mean? a) to drink water b) to listen quietly c) to make something clear
to be tired – What does it mean? a) to play outside b) to feel you need rest c) to feel very happy
unfortunately – What does it mean? a) something very funny happens b) something easy happens c) something bad happens
to rest – What does it mean? a) to stop working to feel better b) to eat quickly c) to run in the park
immediately – What does it mean? a) later next year b) after one week c) right now
inconvenient – What does it mean? a) very far away b) not easy or comfortable c) very delicious
to feel relaxed – What does it mean? a) to feel calm and comfortable b) to feel angry c) to feel tired
to be excellent – What does it mean? a) to be very bad b) to be very small c) to be very good
a choice (meals) – What is it? a) a large table b) different foods you can pick c) a type of fruit
to enjoy – What does it mean? a) to feel happy and like something b) to sleep early c) to run quickly
——————–end of audio 1———–
to be unmotivated – What does it mean? a) to work very hard b) to not want to do anything c) to play football
to be taken care of – What does it mean? a) someone helps you b) someone ignores you c) someone teaches you
finally – What does it mean? a) at the start b) at the middle c) at the end
smooth – What does it mean? a) rough and hard b) easy, without problems c) very small
to improve problems – What does it mean? a) to make good things worse b) to ignore problems c) to make bad things better
a toilet repair – What is it? a) fixing a toilet b) cleaning a floor c) painting a wall
pleasant – What does it mean? a) sad and boring b) nice and enjoyable c) difficult and hard
to result in – to make something happen an email – a message on a computer an experience – something you do or feel feedback – information about how good or bad something is basics – simple important things overall – looking at everything together a transfer – moving from one place to another to be polite – to speak nicely to be welcoming – to make people feel happy to explain – to make something clear to be tired – to feel you need rest unfortunately – something bad happens to rest – to stop working to feel better immediately – right now inconvenient – not easy or comfortable to feel relaxed – to feel calm and comfortable to be excellent – to be very good a choice (meals) – different foods you can pick to enjoy – to feel happy and like something to be unmotivated – to not want to do anything to be taken care of – someone helps you finally – at the end smooth – easy, without problems to improve problems – to make bad things better a toilet repair – fixing a toilet pleasant – nice and enjoyable
##################
Gap-fill exercise:
I sent you ______ yesterday, please check your inbox. a) an email b) a table c) a shoe
After a long day at work, I just want to ______. a) eat b) rest c) jump
The teacher gave me some useful ______ on my homework. a) chairs b) bottles c) feedback
It was raining, so ______ I missed the bus. a) unfortunately b) quickly c) deliciously
We had a wonderful ______ when we visited the countryside. a) window b) fork c) experience
Please ______ the instructions clearly so everyone understands. a) dance b) sleep c) explain
The hotel staff were very ______ and made us feel at home. a) loud b) welcoming c) empty
I was very ______ after running five kilometers. a) small b) blue c) tired
The manager promised to ______ the problems in the system soon. a) improve b) eat c) sing
He always tries ______ when he talks to strangers. a) to run b) to be polite c) to sleep
The city center was busy, but ______ the trip was nice. a) quickly b) loudly c) overall
The flight includes a ______ from Bangkok to Chiang Mai. a) transfer b) cup c) tree
I feel very ______ after a massage. a) heavy b) relaxed c) broken
We have several ______ for lunch today: pasta, salad, or soup. a) chairs b) choices c) books
The plumber came to fix the broken toilet; it was a difficult ______. a) flower b) repair c) pen
Her performance in the competition was ______. a) small b) soft c) excellent
The new software works very ______, no glitches [a small problem or mistake in a machine, computer, or system] at all. a) cold b) high c) smooth
The weather during our holiday was very ______. a) noisy b) pleasant c) heavy
I sent you an email yesterday, please check your inbox.
After a long day at work, I just want to rest.
The teacher gave me some useful feedback on my homework.
It was raining, so unfortunately I missed the bus.
We had a wonderful experience when we visited the countryside.
Please explain the instructions clearly so everyone understands.
The hotel staff were very welcoming and made us feel at home.
I was very tired after running five kilometers.
The manager promised to improve the problems in the system soon.
He always tries to be polite when he talks to strangers.
The city center was busy, but overall the trip was nice.
The flight includes a transfer from Bangkok to Chiang Mai.
I feel very relaxed after a massage.
We have several choices for lunch today: pasta, salad, or soup.
The plumber came to fix the broken toilet; it was a difficult repair.
Her performance in the competition was excellent.
The new software works very smooth, everything is fine.
The weather during our holiday was very pleasant.
#############
Match the word to its definition:
Words:
to rest
to be polite
feedback
overall
a choice
to improve problems
to be welcoming
unpleasant
an experience
to enjoy
a transfer
a toilet repair
unfortunately
smooth
Definitions:
a. something you do or feel b. making a machine or system work better c. something that is not nice or comfortable d. giving information about how good or bad something is e. at the end, looking at everything together f. to feel happy with something g. a movement from one place to another h. to stop working or moving to feel better i. being friendly and making people feel happy j. a repair of a broken toilet k. a choice of options l. behaving in a nice way to others m. without problems, easy n. something bad happens
to rest – to stop working or moving to feel better to be polite – behaving in a nice way to others feedback – giving information about how good or bad something is overall – at the end, looking at everything together a choice – a choice of options to improve problems – making a machine or system work better to be welcoming – being friendly and making people feel happy unpleasant – something that is not nice or comfortable an experience – something you do or feel to enjoy – to feel happy with something a transfer – a movement from one place to another a toilet repair – a repair of a broken toilet unfortunately – something bad happens smooth – without problems, easy
##################
True or false:
To enjoy means to feel happy with something.
A choice means a repair of a broken toilet.
To improve problems means making a machine or system worse.
Feedback is information about how good or bad something is.
Unpleasant means something that is not nice or comfortable.
Unfortunately means something good always happens.
To be welcoming means being unfriendly to visitors.
Overall means looking at everything together.
An experience is something you do or feel.
To be polite means behaving in a nice way to others.
Smooth means difficult and full of problems.
A transfer is a movement from one place to another.
To rest means to stop working or moving to feel better.
A toilet repair means a type of meal choice.
—————————————-
True : 1,4,5,8,9,10,12,13 _________________________ Full version:
To enjoy means to feel happy with something.
A choice means a repair of a broken toilet. True is: A choice means a selection of options.
To improve problems means making a machine or system worse. True is: To improve problems means making a machine or system work better.
Feedback is information about how good or bad something is.
Unpleasant means something that is not nice or comfortable.
Unfortunately means something good always happens. True is: Unfortunately means something bad happens.
To be welcoming means being unfriendly to visitors. True is: To be welcoming means being friendly and making people feel happy.
Overall means looking at everything together.
An experience is something you do or feel.
To be polite means behaving in a nice way to others.
Smooth means difficult and full of problems. True is: Smooth means without problems, easy.
A transfer is a movement from one place to another.
To rest means to stop working or moving to feel better.
A toilet repair means a type of meal choice. True is: A toilet repair is fixing a broken toilet.
###################
Correct the statements:
The driver shouted at the guest.
YOU WRITE:
The driver did not shout at the guest. The driver was friendly and polite.
The staff gave wrong information at check-in. ________________________________
The guest arrived late at the hotel. ________________________________
The cleaner forgot to clean the room. ________________________________
The toilet worked perfectly all the time. ________________________________
The guest avoided the pool. ________________________________
The food made the guest sick. ________________________________
The restaurant had only two choices. ________________________________
All staff worked very hard and were motivated. ________________________________
The manager caused many problems at departure. ________________________________
The guest left the hotel with many problems. ________________________________
The guest had a bad experience at the hotel. ________________________________
———————————-
Correct version:
The driver shouted at the guest. The driver did not shout at the guest. The driver was friendly and polite.
The staff gave wrong information at check-in. The staff did not give wrong information at check-in. The staff explained everything well.
The guest arrived late at the hotel. The guest did not arrive late at the hotel. The guest early at the hotel.
The cleaner forgot to clean the room. The cleaner did not forget to clean the room. The room was comfortable, clean, and quiet.
The toilet worked perfectly all the time. The toilet did not work perfectly all the time. The toilet had a problem and had to be repaired two times.
The guest avoided the pool. The guest did not avoid the pool. The guest liked the pool and felt relaxed there.
The food made the guest sick. The food did not make the guest sick. The food in the restaurant was excellent.
The restaurant had only two choices. The restaurant did not have only two choices. There were many choices in the restaurant.
All staff worked very hard and were motivated. All staff did not work very hard and were not all motivated. Some staff seemed a little unmotivated.
The manager caused many problems at departure. The manager did not cause many problems at departure. The departure was smooth and well organized.
The guest left the hotel with many problems. The guest did not leave the hotel with many problems. The guest left the hotel without any problems.
The guest had a bad experience at the hotel. The guest did not have a bad experience at the hotel. The guest had a very good and pleasant stay.
######################
Answer:
Did the driver shout at the guest?
YOU WRITE:
No, the driver did not shout at the guest. He was friendly and polite.
Did the staff give wrong information at check-in? ________________________________
Did the guest arrive late at the hotel? ________________________________
Did the cleaner forget to clean the room? ________________________________
Did the toilet work perfectly all the time? ________________________________
Did the guest avoid [to stay away] the pool? ________________________________
Did the food make the guest sick?________________________________
Did the restaurant have only two choices? ________________________________
Did the manager cause problems at departure? ________________________________
Did the guest have a bad experience at the hotel? ________________________________
———————————-
Correct version:
Did the guest have a bad experience at the hotel? No, the guest did not have a bad experience at the hotel. He had a very good and pleasant stay.
Did the driver shout at the guest? No, the driver did not shout at the guest. He was friendly and polite.
Did the staff give wrong information at check-in? No, the staff did not give wrong information at check-in. They explained everything well.
Did the guest arrive late at the hotel? No, the guest did not arrive late at the hotel. He arrived early.
Did the cleaner forget to clean the room? No, the cleaner did not forget to clean the room. The room was comfortable, clean, and quiet.
Did the toilet work perfectly all the time? No, the toilet did not work perfectly all the time. It had a problem and had to be repaired two times.
Did the guest avoid the pool? No, the guest did not avoid the pool. He liked the pool and felt relaxed there.
Did the food make the guest sick? No, the food did not make the guest sick. The food in the restaurant was excellent.
Did the restaurant have only two choices? No, the restaurant did not have only two choices. There were many choices, and the guest enjoyed his meals.
Did the manager cause problems at departure? No, the manager did not cause problems at departure. The departure was smooth and well organized.
################
Answer:
Did the guest arrive late or early?
YOU WRITE:
The guest arrived early.
Did the driver act politely or rudely? _____________________________
Was the check-in staff friendly or unfriendly? _____________________________
Was the guest very tired or full of energy after the flight? _____________________________
Did the toilet work perfectly or need repairs? _____________________________
Did the guest enjoy the pool or avoid it? _____________________________
Was the food in the restaurant excellent or bad? _____________________________
Were there many meal choices or only a few? _____________________________
Was the departure smooth or chaotic? _____________________________
Did the guest feel comfortable and relaxed or unhappy during the stay? _____________________________
—————————- Correct version:
Did the guest arrive late or on time? The guest arrived on time. Did the driver act politely or rudely? The driver acted politely. Was the check-in staff friendly or unfriendly? The check-in staff were friendly. Was the guest very tired or full of energy after the flight? The guest was very tired. Did the toilet work perfectly or need repairs? The toilet needed repairs. Did the guest enjoy the pool or avoid it? The guest enjoyed the pool. Was the food in the restaurant excellent or bad? The food in the restaurant was excellent. Were there many meal choices or only a few? There were many meal choices. Was the departure smooth or chaotic? The departure was smooth. Did the guest feel comfortable and relaxed or unhappy during the stay? The guest felt comfortable and relaxed.
Last week, I stayed at a five-star hotel. __________, my stay was very good. The driver and staff were__________ and polite. I __________ early, but early check-in was not possible. My room was clean, comfortable, and __________. The toilet had a problem and was __________ twice. I enjoyed the pool and __________ relaxed. The __________ was excellent with many choices. Some staff seemed a little __________, but I felt well taken care of. My departure was __________. Overall, I had a pleasant and __________ stay and would stay again.
__________________ Correct version:
Last week, I stayed at a five-star hotel. Overall, my stay was very good. The driver and staff were friendly and polite. I arrived on time, but early check-in was not possible. My room was clean, comfortable, and quiet. The toilet had a problem and was repaired twice. I enjoyed the pool and felt relaxed. The food was excellent with many choices. Some staff seemed a little unmotivated, but I felt well taken care of. My departure was smooth. Overall, I had a pleasant and comfortable stay and would stay again.
##############
Which phrase are we looking for – words from text above?
Hotels can have different problems that make guests unhappy. The most common problem is cleanliness. Guests do not like dirty bathrooms, hair in the sink, stained sheets, or bad smells. Clean rooms make guests feel safe and comfortable.
Another problem is noise. Guests can hear loud neighbors, children running, staff in the hallway, traffic, or construction. Noise makes it hard for guests to sleep and enjoy their stay.
Service and staff attitude are very important. Guests do not like rude or slow staff. Staff should be friendly and helpful. Good service makes guests happy and want to return.
Room problems can also cause complaints. Broken air conditioning, lights, TVs, or taps make guests uncomfortable. Hotels should check that everything works.
Check-in and check-out can be difficult. Guests do not like waiting a long time, wrong bookings, or confusing bills. First and last impressions are very important.
Sometimes guests are unhappy with their room. They may get a smaller room, a bad view, or the wrong bed. This can make them feel disappointed.
Guests also notice when hotel services are not working, like pools, gyms, or shuttle buses. Rooms that are too hot, too cold, or stuffy also make guests uncomfortable.
Finally, guests can have problems with the bill. Extra charges or difficult refunds make guests feel unhappy.
In summary, clean rooms, quiet places, friendly staff, working equipment, and fair bills are very important. Good service makes guests happy, and they will come back and give good reviews.
_______________________
Vocabulary:
a sink – the place in a bathroom or kitchen where you wash your hands or dishes
stained sheets – bed sheets with marks or dirt on them
to feel safe – to not be afraid or worried
a hallway – a long passage inside a building that leads to rooms
construction noise – loud sounds from building work outside or nearby
to enjoy a stay – to have a good time while staying somewhere
staff attitude – the way hotel workers behave or act toward guests
rude staff – workers who are not polite or nice to guests
a complaint – when a guest says something is wrong or not good
broken A/C – air conditioning that does not work
a tap – a device that gives water in a sink or shower
a confusing bill – a bill that is difficult to understand
first impression – what someone thinks when they see something for the first time
to feel disappointed – to feel unhappy because something is not as expected
to notice something – to see or hear something and realize it
a stuffy room – a room with little fresh air, hot or uncomfortable
a bill – a paper that shows how much money you must pay
an extra charge – money you must pay in addition to the normal price
a refund – money that comes back to you if you paid too much or were not happy
equipment (hotel) – things in a hotel that guests use, like TV, A/C, or coffee machine
a review – what a guest writes or says about their experience at a hotel
###################
Multiple choice:
audio file 1-14:
audio file 15-21
What is a sink? a) A place to wash hands or dishes b) A small table to put things on c) A chair in the room to sit on
What are stained sheets? a) Blank sheets of paper to write on b) Bed sheets with marks or dirt c) Clean towels in the bathroom to use
What does it mean to feel safe? a) To sleep well at night in bed b) To look out of the window and see c) To not be afraid or worried
What is a hallway? a) A small garden outside the building b) A long passage leading to rooms c) A place to cook food and eat
What is construction noise? a) Loud sounds from building work nearby b) People talking in the hotel lobby c) Music playing in the hotel rooms
What does to enjoy a stay mean? a) To clean the hotel room quickly b) To have a good time while staying c) To write a bill for guests to pay
What is staff attitude? a) The menu with food and drinks b) The way hotel workers behave c) The color of walls in the room
Who are rude staff? a) Staff who are very fast and loud b) Staff who clean the pool or garden c) Workers who are not polite to guests
What is a complaint? a) When a guest says something is wrong b) A key to open a room door c) A bed in the guest room to sleep
What is broken A/C? a) A fridge in the minibar that is empty b) Air conditioning that does not work c) A TV in the room that cannot turn on
What is a tap? a) A device that gives water in sink b) A small towel in the bathroom to use c) A lamp in the hallway to see
What is a confusing bill? a) A map of the city for guests to use b) A list of TV channels in the room c) A bill that is difficult to understand
What is first impression? a) The name on the door of the room b) What someone thinks the first time c) A welcome drink for new guests
What does to feel disappointed mean? a) To feel unhappy because of expectations b) To clean the room quickly and well c) To wake up early in the morning
————-end of audio file—————
What does to notice something mean? a) To wash hands in the sink carefully b) To pay the bill quickly at the desk c) To see or hear and realize it
What is a stuffy room? a) A room with little fresh air inside b) A room with many windows open c) A room near the swimming pool
What is a bill? a) A paper showing how much to pay b) A sign outside the hotel building c) A card with hotel rules to follow
What is an extra charge? a) A gift for the guest from the hotel b) Money paid in addition to normal price c) A discount on the room price for guests
What is a refund? a) Money that comes back to you b) A letter from the hotel manager c) A new key for the hotel room
What is equipment (hotel)? a) Decorations on the walls in rooms b) Things guests use, like TV or A/C c) Staff uniforms worn by workers
What is a review? a) A map of the hotel building for guests b) A daily cleaning schedule for staff c) What a guest writes about their experience
The tap in the bathroom was leaking, so I couldn’t wash my hands.
I wrote a refund about the dirty sheets in my room.
The hotel staff were very polite; their staff attitude was excellent.
I couldn’t sleep because the noise from the construction next door was very loud.
My room felt very stuffy because the windows were closed and there was no air circulation.
I asked for a refund because the hotel charged me twice by mistake.
The staff attitude was very helpful and explained everything about the hotel facilities.
The hotel sent me a review after my stay to know my opinion.
I noticed that the equipment in my room was not working properly; I could not watch TV.
There was an extra charge for using the minibar that I didn’t expect.
The hotel provided a large, comfortable hallway for all guests to walk between rooms.
I felt disappointed when I saw that my room was smaller than advertised.
I left a note because I wanted the staff to notice the problem with my AC.
I always feel safe in a hotel with strong locks and security cameras.
The sheets in my room were stained; they had stains and hairs from the previous guest.
###################
Match the word to its definition:
Words:
tap
complaint
staff attitude
noise
stuffy
refund
hallway
review
equipment
disappointed
notice
safe
stained
extra charge
Definitions:
A. Money returned to a guest because of a problem or mistake B. Something that gives water in a sink C. How hotel workers behave toward guests D. When a guest says something is wrong with the hotel or room E. Feeling unhappy because something did not meet expectations F. Items in a hotel room or facility that guests use, like TV or A/C G. A long passage connecting rooms in a hotel H. A mark or dirt on sheets or towels I. A written opinion about the hotel after a stay J. Loud sounds that disturb sleep or peace K. Something that causes additional cost beyond the normal price L. To see or become aware of something M. Feeling comfortable and protected, not in danger N. A room that has little fresh air or ventilation
extra charge – Something that causes additional cost beyond the normal price
tap – Something that gives water in a sink
complaint – When a guest says something is wrong with the hotel or room
staff attitude – How hotel workers behave toward guests
noise – Loud sounds that disturb sleep or peace
stuffy – A room that has little fresh air or ventilation
refund – Money returned to a guest because of a problem or mistake
hallway – A long passage connecting rooms in a hotel
review – A written opinion about the hotel after a stay
equipment – Items in a hotel room or facility that guests use, like TV or A/C
disappointed – Feeling unhappy because something did not meet expectations
notice – To see or become aware of something
safe – Feeling comfortable and protected, not in danger
stained – A mark or dirt on sheets or towels #####################
True or false:
A review is a written opinion about a guest’s stay.
A stuffy room has plenty of fresh air and is very ventilated.
Stained means there is a mark or dirt on sheets or towels.
Extra charge means there is no additional cost beyond the normal price.
To notice something means to become aware of it.
Staff attitude refers to how hotel workers behave toward guests.
Feeling safe means the guest is at risk and uncomfortable.
Noise in a hotel usually makes guests feel comfortable and relaxed.
A tap is used to turn on water in a sink.
Disappointed means a guest feels happy because everything was perfect.
Equipment in a hotel includes things like TV, A/C, or hairdryers.
Stained sheets are perfectly clean and ready for guests.
A refund is money returned to a guest when there is a problem.
A hallway is a room where guests sleep.
_________________________
True: 1,3,5,6,9,11,13
_________________________ Correct version:
A review is a written opinion about a guest’s stay.
A stuffy room has plenty of fresh air and is very ventilated. True is: A stuffy room has little fresh air and poor ventilation.
Stained means there is a mark or dirt on sheets or towels.
Extra charge means there is no additional cost beyond the normal price. True is: Extra charge means there is additional cost beyond the normal price.
To notice something means to become aware of it.
Staff attitude refers to how hotel workers behave toward guests.
Feeling safe means the guest is at risk and uncomfortable. True is: Feeling safe means the guest is protected and not in danger.
Noise in a hotel usually makes guests feel comfortable and relaxed. True is: Noise in a hotel usually disturbs guests and makes them uncomfortable.
A tap is used to turn on water in a sink.
Disappointed means a guest feels happy because everything was perfect. True is: Disappointed means a guest feels unhappy because something did not meet expectations.
Equipment in a hotel includes things like TV, A/C, or hairdryers.
Stained sheets are perfectly clean and ready for guests. True is: Stained sheets are dirty or have marks from previous guests.
A refund is money returned to a guest when there is a problem.
A hallway is a room where guests sleep. True is: A hallway is a long passage connecting rooms in a hotel.
My name is Anna. I work at the __________ of a hotel. Guests often __________ about cleanliness, noise, and broken equipment. Staff must check the rooms before guests __________ and notice any problems. If a guest is unhappy, staff should apologize, listen __________, and try to __________ the problem quickly. Good staff __________ is very important. Being polite, friendly, and helpful makes guests feel __________ and respected. Refunds or __________ must be explained clearly. Guests form their first __________ when they enter the hotel or speak to staff. New staff should stay __________ and solve problems politely. ——————————-
Correct version:
My name is Anna. I work at the front desk of a hotel. Guests often complain about cleanliness, noise, and broken equipment. Staff must check the rooms before guests arrive and notice any problems. If a guest is unhappy, staff should apologize, listen carefully, and try to solve the problem quickly. Good staff attitude is very important. Being polite, friendly, and helpful makes guests feel safe and respected. Refunds or extra charges must be explained clearly. Guests form their first impression when they enter the hotel or speak to staff. New staff should stay calm and solve problems politely. ################
Hol Sen’s life is not easy. She walks to school every day. Sometimes she has no breakfast. Her family is poor. She wants to study and have a better life.
During COVID, Hol Sen stops school. She is sad, but she does not give up. She wants to learn more. The Shinta Mani Foundation helps young people learn skills, get training, and find work for a better future. Hol Sen trains in housekeeping with their help. She works hard and learns many new things.
Now, Hol Sen works at Shinta Mani Hotel. She is casual staff for three months. She is proud and happy.
Hol Sen has a big dream. She wants to be an English teacher one day. She is brave and strong. Her life is changing. Her journey is only beginning, and her future is full of hope.
________________________
Vocabulary:
Struggles – problems or difficulties
To step into success – to start being successful
Breakfast – the first meal of the day
To have a better life – to live in a good way, with more happiness or money
To give up – to stop trying
To learn skills – to learn how to do something well
To find work – to get a job
A better future – a better life in the time to come
To train in Housekeeping – to learn how to clean and take care of a hotel or home
To work hard – to do a lot of effort in work or study
A casual staff – a worker who works for a short time or sometimes, not always
To be proud – to feel happy about what you do or achieve
Be a teacher one day – to become a teacher in the future
To be brave – to be strong and not afraid
Life is changing – life is becoming different
A journey – a long way in life or work, not only travel
Full of hope – feeling happy and expecting good things in the future
#########################
Multiple choice, one answer correct:
What are struggles? a) happy times b) very easy tasks c) problems or difficulties
What does to step into success mean? a) stop trying completely b) start being successful c) stay the same as before
What is breakfast? a) a small snack in the evening b) a fun party with friends c) the first meal of the day
What does to have a better life mean? a) sleep all day long b) play outside with friends c) live in a good way
What does to give up mean? a) continue trying hard b) try some new things c) stop trying anything
What does to learn skills mean? a) learn how to do something well b) watch TV at home c) sleep a lot every day
What does to find work mean? a) go shopping in town b) read books at home c) get a job to do
What is a better future? a) buy a new bag now b) go to a party today c) better life in the future
What does to train in Housekeeping mean? a) eat meals at home b) clean and take care of places c) sleep a lot at night
What does to work hard mean? a) walk slowly everywhere b) play games every day c) do a lot of effort in work
What is a casual staff? a) full-time worker at job b) student in school class c) worker who works for some time
What does to be proud mean? a) feel happy about what you do b) feel sad or angry c) sleep or rest a lot
What does be a teacher one day mean? a) play with other students b) become a teacher in future c) go shopping in town
What does to be brave mean? a) run very fast outside b) be very tired all day c) be strong and not afraid
What does life is changing mean? a) life is boring today b) life becomes different now c) life stays the same always
What is a journey? a) a long way in life or work b) a meal shared with friends c) a short walk outside now
What does full of hope mean? a) feel hungry all the time b) feel angry or sad c) feel happy and expect good things
What does to step into success mean? – start being successful
What is breakfast? – the first meal of the day
What does to have a better life mean? – live in a good way
What does to give up mean? – stop trying anything
What does to learn skills mean? – learn how to do something well
What does to find work mean? – get a job to do
What is a better future? – better life in the future
What does to train in Housekeeping mean? – clean and take care of places
What does to work hard mean? – do a lot of effort in work
What is a casual staff? – worker who works sometimes
What does to be proud mean? – feel happy about what you do
What does be a teacher one day mean? – become a teacher in future
What does to be brave mean? – be strong and not afraid
What does life is changing mean? – life becomes different now
What is a journey? – a long way in life or work
What does full of hope mean? – feel happy and expect good things
####################
Matching exercise
Word:
struggles
to step into success
breakfast
to have a better life
to give up
to learn skills
to find work
a better future
to train in Housekeeping
to work hard
a casual staff
to be proud
be a teacher one day
to be brave
life is changing
a journey
full of hope
Definitions:
A. the first meal of the day B. do a lot of effort in work C. feel happy and expect good things D. problems or difficulties E. stop trying F. a long way in life or work G. a worker who works for some time H. live in a good way I. start being successful J. clean and take care of places K. get a job L. become a teacher in the future M. learn how to do something well N. life becomes different now O. feel happy about what you do P. be strong and not afraid Q. better life in the future
struggles – problems or difficulties to step into success – start being successful breakfast – the first meal of the day to have a better life – live in a good way to give up – stop trying to learn skills – learn how to do something well to find work – get a job a better future – better life in the future to train in Housekeeping – clean and take care of places to work hard – do a lot of effort in work a casual staff – a worker who works sometimes to be proud – feel happy about what you do be a teacher one day – become a teacher in the future to be brave – be strong and not afraid life is changing – life becomes different now a journey – a long way in life or work full of hope – feel happy and expect good things
###############
Correct the statements:
Hol Sen eats breakfast every morning before school.
YOU WRITE:
No, she does not eat breakfast every morning. Sometimes she has no breakfast.
Hol Sen’s family is rich and has many houses. ______________________________
Hol Sen goes to school every day during COVID. ______________________________
Hol Sen trains in cooking with the Shinta Mani Foundation. ______________________________
Hol Sen works full-time at another hotel. ______________________________
Hol Sen ignores [not look at or listen to something] learning new skills. ______________________________
Hol Sen gives up on her dreams. ______________________________
Hol Sen is afraid to try new things. ______________________________
Hol Sen works very little every day. ______________________________
_____________________
Correct version:
Hol Sen eats breakfast every morning before school. No, she does not eat breakfast every morning. Sometimes she has no breakfast.
Hol Sen’s family is rich and has many houses. No, her family is not rich. Her family is poor.
Hol Sen goes to school every day during COVID. No, she does not go to school every day. She stops school during COVID.
Hol Sen trains in cooking with the Shinta Mani Foundation. No, she does not train in cooking. She trains in housekeeping.
Hol Sen works full-time at another hotel. No, she does not work full-time at another hotel. She works at Shinta Mani Hotel as casual staff for three months.
Hol Sen ignores learning new skills. No, she does not ignore learning new skills. She learns many new things with hard work.
Hol Sen gives up on her dreams. No, she does not give up on her dreams. She continues to work for her dream.
Hol Sen is afraid to try new things. No, she is not afraid. She is brave and strong.
Hol Sen works very little every day. No, she does not work very little. She works hard and learns new skills every day.
#################
Answer as follows:
Does Hol Sen eat breakfast every morning before school?
YOU WRITE:
Hol Sen does not eat breakfast every morning. Sometimes she has no breakfast.
Does Hol Sen come from a rich family? _________________________________
Does Hol Sen go to school every day during COVID? _________________________________
Does Hol Sen train in cooking with the Shinta Mani Foundation? _________________________________
Does Hol Sen work full-time at another hotel? _________________________________
Does Hol Sen ignore learning new skills? _________________________________
Does Hol Sen give up on her dreams? _________________________________
Does Hol Sen feel afraid to try new things? _________________________________
Does Hol Sen work very little every day? _________________________________
Does Hol Sen feel unhappy about her achievements [something good that you do]? _________________________________
—————————————- Answers:
Does Hol Sen eat breakfast every morning before school? Hol Sen does not eat breakfast every morning. Sometimes she has no breakfast.
Does Hol Sen come from a rich family? Hol Sen does not come from a rich family. Her family is poor.
Does Hol Sen go to school every day during COVID? Hol Sen does not go to school every day. She stops school during COVID.
Does Hol Sen train in cooking with the Shinta Mani Foundation? Hol Sen does not train in cooking. She trains in housekeeping with their help.
Does Hol Sen work full-time at another hotel? Hol Sen does not work full-time at another hotel. She works at Shinta Mani Hotel as casual staff for three months.
Does Hol Sen ignore learning new skills? Hol Sen does not ignore learning new skills. She works hard and learns many new things.
Does Hol Sen give up on her dreams? Hol Sen does not give up on her dreams. She continues to work for her dream.
Does Hol Sen feel afraid to try new things? Hol Sen does not feel afraid. She is brave and strong.
Does Hol Sen work very little every day? Hol Sen does not work very little. She works hard and learns many new skills.
Does Hol Sen feel unhappy about her achievements? Hol Sen does not feel unhappy. She feels proud and happy about what she has done.
##################
Interview with the role model:
1. What is your name? My name is Hol Sen.
2. Where do you live? I live in a small village with my family.
3. What do you do every day? I walk to school and learn new things.
4. When do you go to school? I go to school in the morning.
5. Why do you go to school? I go to school to have a better life.
6. How do you go to school? I walk to school every day.
7. Who helps you learn skills? The Shinta Mani Foundation helps me.
8. What do you train in? I train in Housekeeping.
9. Where do you work now? I work at Shinta Mani Hotel.
10. How long do you work at the hotel? I work as casual staff for three months.
11. Why do you work hard? I work hard to learn new things and reach my dreams.
12. What is your big dream? My big dream is to be an English teacher one day.
13. How do you feel about your life? I feel happy and proud about my achievements.
14. Who is important in your life? My family and the Shinta Mani Foundation are important to me.
########################
Complete the sentences with the correct form of the verb in brackets ().
Hol Sen ___ (walk) to school every day.
She ___ (have) breakfast sometimes before school.
Hol Sen’s family ___ (live) in a small village.
She ___ (want) to have a better life.
During COVID, she ___ (stop) going to school.
The Shinta Mani Foundation ___ (help) young people learn skills.
Hol Sen ___ (train) in housekeeping.
She ___ (work) at Shinta Mani Hotel.
They ___ (feel) proud of Hol Sen’s achievements.
She ___ (want) to be an English teacher one day.
_________________________
1 walks 2 has 3 live 4 wants 5 stops 6 helps 7 trains 8 works 9 feel 10 wants ________________________
Full version:
Hol Sen walks to school every day.
She has breakfast sometimes before school.
Hol Sen’s family live in a small village.
She wants to have a better life.
During COVID, she stops going to school.
The Shinta Mani Foundation helps young people learn skills.
I am Hol Sen. My life is not __________. I __________ to school every day. Sometimes I have no __________. My family is poor, but I want a better life. During COVID, I __________ school, but I do not give up. The Shinta Mani Foundation helps me learn new__________. I train in housekeeping and work __________. Now, I work at Shinta Mani Hotel as __________ staff for three months. I am __________ of my achievements. My big dream is to be an English __________ one day. My life is __________, and my future is full of __________.
——————————- Full version:
I am Hol Sen. My life is not easy. I walk to school every day. Sometimes I have no breakfast. My family is poor, but I want a better life. During COVID, I stop school, but I do not give up. The Shinta Mani Foundation helps me learn new skills. I train in housekeeping and work hard. Now, I work at Shinta Mani Hotel as casual staff for three months. I am proud of my achievements. My big dream is to be an English teacher one day. My life is changing, and my future is full of hope.
####################
Now rewrite the story above starting with……
…….Her name is Hol Sen. Her life is not easy…………..
make all changes necessary.
————————- Correct version:
Her name is Hol Sen. Her life is not easy. She walks to school every day. Sometimes she has no breakfast. Her family is poor, but she wants a better life. During COVID, she stops school, but she does not give up. The Shinta Mani Foundation helps her learn new skills. She trains in Housekeeping and works hard. Now, she works at Shinta Mani Hotel as casual staff for three months. She is proud of her achievements. Her big dream is to be an English teacher one day. Her life is changing, and her future is full of hope.
Maya is a young girl. She lives with her parents in the countryside. The air is fresh, and the nature around her house is green and quiet.
On weekends, Maya sleeps a little longer in the morning. She does not need to go to school. After breakfast, she helps her father and mother. Sometimes she helps in the garden. She waters the flowers and feeds the chickens.
Later, she plays with her friends near the house. They run, laugh, and play games together. Maya likes this time very much.
In the afternoon, she does her homework. She learns new words and writes sentences. Maya also learns for school. She wants to speak good English. She reads easy English books. She also listens to English texts.
Maya knows that listening is very important. The ear and brain must get used to the sounds. She listens again and again. Step by step, she understands more.
In the evening, she sits with her parents. They talk about the day. Maya feels happy and safe. She loves her weekends in the countryside. She works, plays, and learns — and every week, she becomes better at English.
_______________________
Vocabulary:
parents – your mother and father.
countryside – land outside the city, with fields, trees, and farms.
fresh air – clean air outside.
to be quiet – to make no sound, not loud.
a weekend – Saturday and Sunday.
need to do something – must do something.
breakfast – the first meal in the morning.
to water flowers – to give flowers water.
to feed the chickens – to give chickens food.
to laugh – to make a happy sound, like “ha ha ha.”
afternoon – the time after 12:00 and before evening.
to write a sentence – to write words that make one idea.
to listen to a text – to hear words or a story.
to be important – to have a big meaning or value.
an ear – the part of your body you use to hear.
brain – the part of your head that thinks.
to get used to a sound – to hear a sound many times so it feels easy.
step by step – slowly, one small step after another.
to understand – to know the meaning.
to feel safe – to feel no danger.
to become better in English – to learn more English and speak well.
####################
Match the word with the definition:
Words:
parents
countryside
fresh air
to be quiet
a weekend
need to do something
breakfast
to water flowers
to feed the chickens
to laugh
afternoon
to write a sentence
to listen to a text
to be important
an ear
brain
to get used to a sound
step by step
to understand
to feel safe
to become better in English
Definitions:
A. to feel no danger B. clean air outside C. slowly, one small step after another D. the time after 12:00 and before evening E. to give chickens food F. to make no sound, not loud G. the part of your body you use to hear H. land outside the city, with fields, trees, and farms I. to have a big meaning or value J. Saturday and Sunday K. to hear a sound many times so it feels easy L. to give flowers water M. the first meal in the morning N. to hear words or a story O. your mother and father P. must do something Q. to make a happy sound, like “ha ha ha” R. to know the meaning S. the part of your head that thinks T. to learn more English and speak well U. to write words that make one idea
___________________ Answers:
1 O, 2 H, 3 B, 4 F, 5 J, 6 P, 7 M, 8 L, 9 E, 10 Q, 11 D, 12 U, 13 N, 14 I, 15 G, 16 S, 17 K, 18 C, 19 R, 20 A, 21 T ___________________
Correct version:
parents – your mother and father countryside – land outside the city, with fields, trees, and farms fresh air – clean air outside to be quiet – to make no sound, not loud a weekend – Saturday and Sunday need to do something – must do something breakfast – the first meal in the morning to water flowers – to give flowers water to feed the chickens – to give chickens food to laugh – to make a happy sound, like “ha ha ha” afternoon – the time after 12:00 and before evening to write a sentence – to write words that make one idea to listen to a text – to hear words or a story to be important – to have a big meaning or value an ear – the part of your body you use to hear brain – the part of your head that thinks to get used to a sound – to hear a sound many times so it feels easy step by step – slowly, one small step after another to understand – to know the meaning to feel safe – to feel no danger to become better in English – to learn more English and speak well
################## Correct the statements:
Maya lives in a big city with tall buildings.
YOU WRITE:
No, she does not live in a big city with tall buuildings. She lives in a house in the countryside.
Maya wakes up very early on weekends. __________________________________
Maya eats lunch first in the morning. __________________________________
Maya helps her parents clean the car every weekend. __________________________________
Maya plays computer games all day. __________________________________
Maya does her homework at night. __________________________________
Maya reads books in German. __________________________________
Maya listens to music in Spanish. __________________________________
Maya learns math when she listens to English texts. __________________________________
Maya spends her weekends at the beach. __________________________________
————————– Correct version:
She lives in a big city with tall buildings. No, she does not live in a big city with tall buildings. She lives in a house in the countryside.
She wakes up very early on weekends. No, she does not wake up very early on weekends. She sleeps a little longer on weekends.
She eats lunch first in the morning. No, she does not eat lunch first in the morning. She eats breakfast in the morning.
She helps her parents clean the car every weekend. No, she does not help her parents clean the car every weekend. She helps her parents in the garden and with the animals.
She plays computer games all day. No, she does not play computer games all day. She plays outside with her friends.
She does her homework at night. No, she does not do her homework at night. She does her homework in the afternoon.
She reads books in German. No, she does not read books in German. She reads books in English.
She listens to music in Spanish. No, she does not listen to music in Spanish. She listens to English texts.
She learns math when she listens to English texts. No, she does not learn math when she listens to English texts. She learns English when she listens to texts.
She spends her weekends at the beach. No, she does not spend her weekends at the beach. She spends her weekends at home in the countryside. ####################
Answer as follows:
Does Maya live in a big city with tall buildings?
YOU WRITE:
Maya does not live in a big city. She lives in the countryside.
2. Does Maya wake up very early on weekends? ____________________________________
3. Does Maya eat lunch first in the morning? ____________________________________
4. Does Maya play all day and never help her parents? ____________________________________
5. Does Maya never play with her friends? ____________________________________
6. Does Maya do her homework at night? ____________________________________
7. Does Maya read books in another language than English?____________________________________
8. Does Maya listen to music instead of English texts? ____________________________________
9. Does Maya think listening is not important? ____________________________________
10. Does Maya never learn for school? ____________________________________
——————————— Correct version:
Does Maya live in a big city with tall buildings? Maya does not live in a big city. She lives in the countryside.
Does Maya wake up very early on weekends? Maya does not wake up very early. She sleeps longer on weekends.
Does Maya eat lunch first in the morning? Maya does not eat lunch first. She eats breakfast in the morning.
Does Maya play all day and never help her parents? Maya does not play all day. She helps her father and mother.
Does Maya never play with her friends? Maya does not stay alone. She plays with her friends.
Does Maya do her homework at night? Maya does not do her homework at night. She does homework on weekends.
Does Maya read books in another language than English? Maya does not read other language books. She reads English books.
Does Maya listen to music instead of English texts? Maya does not listen to music. She listens to English texts.
Does Maya think listening is not important? Maya does not think listening is not important. She knows listening is very important.
Does Maya never learn for school? Maya does not skip learning. She learns for school.
####################
Gap-fill exercise, complete by using the correct form of the verb in brackets ()
Maya _______ in the countryside. (live)
She _______ longer on weekends. (sleep)
Maya _______ her father and mother. (help)
They _______ with their friends near the house. (play)
She _______ her homework in the afternoon. (do)
Maya _______ for school. (learn)
He _______ English books. (read)
She _______ English texts. (listen to)
We _______ that listening is very important. (know)
The ear and brain _______ to the sounds. (get used)
Answer Key:
lives
sleeps
helps
play
does
learns
reads
listens to
know
get used
—————————————–
Full version:
Maya lives in the countryside.
She sleeps longer on weekends.
Maya helps her father and mother.
They play with their friends near the house.
She does her homework in the afternoon.
Maya learns for school.
He reads English books.
She listens to English texts.
We know that listening is very important.
The ear and brain get used to the sounds.
#################
Answer:
Does Maya live in a big city?
YOU WRITE:
No, she does not live in a big city. She lives in a house in the countryside
Does she wake up very early on weekends? ________________________________
Does Maya eat lunch first in the morning? ________________________________
Does she never help her parents? ________________________________
Do Maya and her friends stay at home all day? ________________________________
Does she do her homework at night? ________________________________
Does Maya read books in German? ________________________________
Does she listen to music instead of English texts? ________________________________
Do Maya and her parents talk about the news? ________________________________
Does she spend her weekends at the beach? ________________________________
——————————- Correct version:
Does Maya live in a big city? No, she does not live in a big city. She lives in the countryside.
Does Maya wake up very early on weekends? No, she does not wake up very early. She sleeps longer on weekends.
Does Maya eat lunch first in the morning? No, she does not eat lunch first. She eats breakfast in the morning.
Does Maya never help her parents? No, she does not never help her parents. She helps her father and mother.
Do Maya and her friends stay at home all day? No, they do not stay at home all day. They play with their friends.
Does Maya do her homework at night? No, she does not do her homework at night. She does her homework on weekends.
Does Maya read books in German? No, she does not read books in German. She reads English books.
Does she listen to music instead of English texts? No, she does not listen to music. She listens to English texts.
Do Maya and her parents talk about the news? No, they do not talk about the news They talk about the day together.
Does Maya spend her weekends at the beach? No, she does not spend her weekends at the beach. She spends her weekends in the countryside.
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Multiple-choice, one answer correct:
Where does Maya live? a) In the countryside b) In a big city c) At the beach
What does Maya do on weekends in the morning? a) Sleeps longer b) Goes to school c) Cleans her room
Who does Maya help on weekends? a) Her friends b) Her father and mother c) Her teacher
What does Maya do with her friends? a) Plays b) Reads books c) Listens to English texts
When does Maya do her homework? a) At night b) On weekends c) At school
What language books does Maya read? a) German b) English c) Spanish
What does Maya listen to? a) Music b) Stories in German c) English texts
What does Maya know is very important? a) Listening b) Reading c) Writing
What do the ear and brain do? a) Sleep b) Talk c) Get used to the sounds
What does Maya learn for? a) Games b) Sports c) School
_________________ Answers:
1-a, 2-a, 3-b, 4-a, 5-b, 6-b, 7-c, 8-a, 9-c, 10-c
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Interview with Maya:
1. Where do you live, Maya? I live in the countryside.
2. Who do you live with? I live with my father and mother.
3. What do you do on weekends in the morning? I sleep longer.
4. Do you help your parents? Yes, I help my father and mother.
5. What do you help them with? I help them at home and in the garden.
6. Do you play with friends? Yes, I play with my friends.
7. When do you do your homework? I do my homework on weekends.
8. Do you learn for school? Yes, I learn for school.
9. What books do you read? I read English books.
10. What do you listen to? I listen to English texts.
11. Is listening important? Yes, listening is very important.
12. Why is listening important? The ear and brain must get used to the sounds.
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Fill in, words below:
reading – sleep -play – house – step by step – help -brain – homework – countryside – listening
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Hello, my name is Maya. I live in the __________ with my father and mother. On weekends, I __________ a little longer in the morning. I __________ my parents at home and in the garden. I play with my friends near our __________. I also do my __________ and learn for school. I like __________ English books and listening to English texts. I know__________ is very important because my ear and _________ must get used to the sounds. __________, I understand more. I am happy when I learn and __________
___________________
Correct version:
Hello, my name is Maya. I live in the countryside with my father and mother. On weekends, I sleep a little longer in the morning. I help my parents at home and in the garden. I play with my friends near our house. I also do my homework and learn for school. I like reading English books and listening to English texts. I know listening is very important because my ear and brain must get used to the sounds. Step by step, I understand more. I am happy when I learn and play.
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Rewrite the Maya story starting with
>>>>>>>>>>>>Her name is Maya. >>>>>>>>>>>>She lives in the countryside………..
Make all changes necessary.
_______________________________
Correct version:
Her name is Maya. She lives in the countryside with her father and mother. On weekends, she sleeps a little longer in the morning. She helps her parents at home and in the garden. She plays with her friends near their house. She also does her homework and learns for school. She likes reading English books and listening to English texts. She knows listening is very important because her ear and brain must get used to the sounds. Step by step, she understands more. She is happy when she learns and plays.
