hoc et illud

Autor: wolfgang kugler

  • 🥯Moon Cake Festival (A1, past simple)

    • a happy night of mooncakes, lanterns, and family

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    Before doing that exercise check out information on

    past simple

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    Mid-Autumn Festival – Moon Cake Festival

    This year, on October 6, I celebrated the Moon Cake Festival in Cambodia. It is also called the Mid-Autumn Festival. Many Chinese and Vietnamese families celebrate it. I gave mooncakes to my family. Mooncakes are round cakes. They have sweet or salty filling. Some have red bean paste, lotus seed paste, or salted egg yolk. I ate mooncakes with my family. I liked them very much.

    I also made offerings to the moon. I put fruits, mooncakes, and incense on a small table. I looked at the full moon. The moon was big, round, and bright. I felt happy with my family.

    I carried a colorful lantern. My lantern was shaped like a star. Children and families walked with lanterns. The streets looked very beautiful at night. Many people laughed and took photos.

    In some places, I saw lion and dragon dances. They were loud and exciting. I clapped and watched them carefully. Some dancers wore bright costumes.

    Even if the Moon Cake Festival is not a national holiday in Cambodia, I enjoyed it very much. I spent time with my family, ate mooncakes, carried a lantern, and watched the dances. It was a very happy day. I felt joy and peace. I hope I can celebrate it again next year.

    ____________________

    Vocabulary:

    • a cake – food made from flour, sugar, and eggs, often sweet.
    • autumn – the season after summer and before winter; leaves fall.
    • to celebrate – to do something special for a happy event.
    • mooncakes – round cakes eaten during the Mid-Autumn Festival.
    • a sweet filling – a soft, sugary part inside food.
    • salty – food that tastes like salt.
    • a red bean paste – soft food made from red beans and sugar.
    • a lotus seed paste – soft food made from lotus seeds and sugar.
    • a salted egg yolk – the yellow part of an egg, salty in taste.
    • to make offerings – to give food or gifts to gods, spirits, or ancestors.
    • the moon – the big round object in the sky at night.
    • bright – giving a lot of light.
    • a lantern – a light in a paper or metal holder.
    • to be shaped like a star – to have the form of a star.
    • a lion and dragon dance – a traditional dance with lion or dragon costumes.
    • to be exciting – to feel happy and full of energy.
    • to clap – to hit your hands together to show happiness or applause.
    • to wear a costume – to put on special clothes for a party or performance.
    • to enjoy – to feel happy doing something.
    • to feel joy – to feel very happy.
    • peace – a calm and safe feeling; no fighting.

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    Verbs (infinitive, past tense form)

    to celebrate – celebratedto call – called
    to give – gaveto have – had
    to eat – ateto like – liked
    to make – madeto put – put
    to look – lookedto be – was/were
    to feel – feltto carry – carried
    to shape – was shapedto walk – walked
    to laugh – laughedto take – took
    to see – sawto clap – clapped
    to watch – watchedto wear – wore
    to enjoy – enjoyedto spend – spent
    to hope – hopedto can – could

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

    Multiple choice, one answer correct:

    1. a cake
    a) food made from flour and sugar
    b) a small red fruit to eat
    c) a toy to play with

    2. autumn
    a) a hot summer day outside
    b) the season after summer
    c) the first season of year

    3. to celebrate
    a) to sleep in the bed
    b) to do something happy
    c) to cook food for friends

    4. mooncakes
    a) a small fruit to eat
    b) a toy for children play
    c) round cakes for a festival

    5. a sweet filling
    a) hard candy inside food
    b) a soft sugary part inside food
    c) a salty piece in food

    6. salty
    a) food that has no taste
    b) food that is very sweet
    c) food that has salt

    7. a red bean paste
    a) soft food from red beans
    b) small sweet candy piece
    c) fried meat with sauce

    8. a lotus seed [small part of a plant that can grow into a new plant] paste
    a) green food for cooking
    b) soft food from lotus seeds
    c) a soft piece of bread

    9. a salted egg yolk
    a) white part of an egg
    b) yellow part of an egg
    c) a sweet yellow fruit

    10. to make offerings
    a) to give food or gifts
    b) to eat food alone
    c) to buy food in shop

    11. the moon
    a) small bright star in sky
    b) big round object in sky
    c) the sun in daytime sky

    12. bright
    a) very dark and not bright
    b) gives a lot of light
    c) small and hard to hold

    13. a lantern
    a) light in paper or metal
    b) a small sweet food
    c) soft toy for children

    14. to be shaped like a star
    a) to have star form
    b) to be round like ball
    c) to be soft and sweet

    15. a lion and dragon dance
    a) song people sing at night
    b) a kind of sport game
    c) dance in lion or dragon costumes

    16. to be exciting
    a) to feel happy and fun
    b) to feel tired and sleep
    c) to feel hungry and thirsty

    ——————–end of audio—————

    17. to clap
    a) to hit hands together
    b) to shout very loud
    c) to run very quickly

    18. to wear a costume
    a) to sleep in the bed
    b) to eat food at table
    c) to put on special clothes

    19. to enjoy
    a) to feel happy with it
    b) to feel sad about it
    c) to walk slowly outside

    20. to feel joy
    a) to feel tired and sad
    b) to feel very happy
    c) to feel cold outside

    21. peace
    a) a fight or argument
    b) a loud noise outside
    c) a calm and safe feeling

    Answers:
    1-a, 2-b, 3-b, 4-c, 5-b, 6-c, 7-a,
    8-b, 9-b, 10-a, 11-b, 12-b, 13-a, 14-a,
    15-c, 16-a, 17-a, 18-c, 19-a, 20-b, 21-c
    #########################

    Gap-Fill Exercise:

    1. I like to eat a _______ with my tea.
    a) cake
    b) lantern
    c) joy

    2. The _______ is bright in the night sky.
    a) costume
    b) moon
    c) salty

    3. Children carry a _______ in the festival.
    a) lantern
    b) red bean paste
    c) joy

    4. A mooncake can have a sweet or _______ filling.
    a) bright
    b) lotus seed paste
    c) salty

    5. The yellow part of the egg is the _______.
    a) lantern
    b) yolk
    c) clap

    6. Families _______ the festival with music and dancing.
    a) celebrate
    b) feel
    c) look

    7. People _______ their hands to make a sound.
    a) enjoy
    b) wear
    c) clap

    8. Some mooncakes have a _______ filling made from beans.
    a) red bean paste
    b) moon
    c) lantern

    9. Children like to _______ a star-shaped lantern.
    a) carry
    b) make offerings
    c) enjoy

    10. The lion and dragon _______ is very exciting.
    a) cake
    b) bright
    c) dance

    11. Families put food on a small table to _______ to the moon.
    a) wear
    b) make offerings
    c) walk

    12. The _______ season comes after summer.
    a) autumn
    b) sweet filling
    c) clap

    13. People wear bright clothes or a _______ during the festival.
    a) moon
    b) red bean paste
    c) costume

    14. I feel happy and have _______ when I see the full moon.
    a) joy
    b) mooncake
    c) red bean paste

    15. Mooncakes are round, with soft sweet or salty _______.
    a) lantern
    b) filling
    c) costume

    16. The festival is fun and _______ to watch.
    a) bright
    b) yolk
    c) exciting

    17. Some mooncakes have a soft _______ made from seeds.
    a) cake
    b) lotus seed paste
    c) clap

    18. People like to _______ the festival together with family.
    a) lantern
    b) make offerings
    c) enjoy

    Answers:

    1-a, 2-b, 3-a, 4-c, 5-b, 6-a,
    7-c, 8-a, 9-a, 10-c, 11-b, 12-a,
    13-c, 14-a, 15-b, 16-c, 17-b, 18-c

    ——————————–

    Correct version:

    1. I like to eat a cake with my tea.
    2. The moon is bright in the night sky.
    3. Children carry a lantern in the festival.
    4. A mooncake can have a sweet or salty filling.
    5. The yellow part of the egg is the yolk.
    6. Families celebrate the festival with music and dancing.
    7. People clap their hands to make a sound.
    8. Some mooncakes have a red bean paste filling made from beans.
    9. Children like to make offerings a star-shaped lantern.
    10. The lion and dragon dance is very exciting.
    11. Families put food on a small table to make offerings to the moon.
    12. The autumn season comes after summer.
    13. People wear bright clothes or a costume during the festival.
    14. I feel happy and have joy when I see the full moon.
    15. Mooncakes are round, with soft sweet or salty filling.
    16. The festival is fun and exciting to watch.
    17. Some mooncakes have a soft lotus seed paste made from seeds.
    18. People like to enjoy the festival together with family.

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

    Match the word to its definition:

    Words:

    1. cake
    2. autumn
    3. celebrate
    4. mooncakes
    5. sweet filling
    6. salty
    7. red bean paste
    8. lantern
    9. yolk
    10. costume
    11. joy
    12. peace
    13. carry
    14. exciting


    Definitions:

    a) the yellow part of an egg
    b) a season after summer
    c) to do something happy for a special day
    d) small parts of a plant that can grow
    e) round cakes eaten at a festival
    f) a light in paper or metal
    g) a soft sugary part inside food
    h) to move something from one place to another
    i) a fun feeling or happy feeling
    j) food that tastes like salt
    k) to feel happy and full of fun
    l) soft food made from red beans
    m) special clothes for a party or show
    n) a sweet baked food made from flour and sugar

    _________________
    Answers:

    1-n, 2-b, 3-c, 4-e, 5-g,
    6-j, 7-l, 8-f, 9-a, 10-m,
    11-i, 12-k, 13-h, 14-k

    _________________

    Correct version:

    1. cake – a sweet baked food made from flour and sugar
    2. autumn – the season after summer
    3. celebrate – to do something happy for a special day
    4. mooncakes – round cakes eaten at a festival
    5. sweet filling – a soft sugary part inside food
    6. salty – food that tastes like salt
    7. red bean paste – soft food made from red beans
    8. lantern – a light in paper or metal
    9. yolk – the yellow part of an egg
    10. costume – special clothes for a party or show
    11. joy – a fun feeling or happy feeling
    12. peace – a calm and safe feeling
    13. carry – to move something from one place to another
    14. exciting – to feel happy and full of fun

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

    True / False Exercise :

    1. I carried a star-shaped lantern.
    2. I spent time alone at home during the festival.
    3. Children carried lanterns during the festival.
    4. I made a dragon dance by myself.
    5. I gave mooncakes to my neighbors in the street.
    6. Families enjoyed the festival together.
    7. I celebrated the Moon Cake Festival in Cambodia.
    8. I made offerings of fruits and mooncakes to the moon.
    9. Children wore bright costumes for the festival.
    10. People gave mooncakes to their trees.
    11. People clapped their hands at the lion and dragon dance.
    12. I looked at the full moon at sunrise.
    13. I felt joy and peace with my family.
    14. I ate mooncakes with my dog.

    _______________

    True: 1, 3, 6, 7, 8, 11, 13;

    _______________

    Correct answers:

    1. I carried a star-shaped lantern.
    2. I spent time alone at home during the festival. True is: I spent time with my family during the festival.
    3. Children carried lanterns during the festival.
    4. I made a dragon dance by myself. True is: I watched the lion and dragon dances with others.
    5. I gave mooncakes to my neighbors in the street. True is: I gave mooncakes to my family.
    6. Families enjoyed the festival together.
    7. I celebrated the Moon Cake Festival in Cambodia.
    8. I made offerings of fruits and mooncakes to the moon.
    9. Children wore bright costumes for the festival. True is: Some dancers wore bright costumes.
    10. People gave mooncakes to their trees. True is: People gave mooncakes to their family.
    11. People clapped their hands at the lion and dragon dance.
    12. I looked at the full moon at sunrise. True is: I looked at the full moon at night.
    13. I felt joy and peace with my family.
    14. I ate mooncakes with my dog. True is: I ate mooncakes with my family.

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    in case you need more info =>

    past simple


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    Affirmative, negative, yes/no question, negative question:

    Example 1

    Affirmative: I celebrated the Moon Cake Festival yesterday.

    You write:
    Negative: I did not celebrate the Moon Cake Festival yesterday.

    Yes/No Question: Did I celebrate the Moon Cake Festival yesterday?

    Negative Question: Didn’t I celebrate the Moon Cake Festival yesterday?

    Example 2

    Affirmative: I gave mooncakes to my family.
    Negative: __________________________
    Yes/No Question: __________________________?
    Negative Question: __________________________?

    Example 3

    Affirmative: I looked at the full moon.
    Negative: _________________________
    Yes/No Question: _________________________?
    Negative Question: _________________________?

    Example 4

    Affirmative: I carried a colorful lantern.
    Negative: _________________________.
    Yes/No Question: _________________________?
    Negative Question: _________________________?

    Example 5

    Affirmative: I felt joy and peace with my family.
    Negative: _________________________
    Yes/No Question: _________________________?
    Negative Question: _________________________?

    _______________________

    Correct answers:

    Example 1

    Affirmative: I celebrated the Moon Cake Festival yesterday.
    Negative: I did not celebrate the Moon Cake Festival yesterday.
    Yes/No Question: Did I celebrate the Moon Cake Festival yesterday?
    Negative Question: Didn’t I celebrate the Moon Cake Festival yesterday?

    Example 2

    Affirmative: I gave mooncakes to my family.
    Negative: I did not give mooncakes to my family.
    Yes/No Question: Did I give mooncakes to my family?
    Negative Question: Didn’t I give mooncakes to my family?

    Example 3

    Affirmative: I looked at the full moon.
    Negative: I did not look at the full moon.
    Yes/No Question: Did I look at the full moon?
    Negative Question: Didn’t I look at the full moon?

    Example 4

    Affirmative: I carried a colorful lantern.
    Negative: I did not carry a colorful lantern.
    Yes/No Question: Did I carry a colorful lantern?
    Negative Question: Didn’t I carry a colorful lantern?

    Example 5

    Affirmative: I felt joy and peace with my family.
    Negative: I did not feel joy and peace with my family.
    Yes/No Question: Did I feel joy and peace with my family?
    Negative Question: Didn’t I feel joy and peace with my family?

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

    Statement is incorrect, you correct:

    1. I gave mooncakes to strangers in the street.

      YOOU WRITE:
      a) No, I didn’t give mooncakes to strangers in the street.
      b) I gave mooncakes to my family.
    2. I looked at the full moon in the morning.
      a) _________________________
      b) _________________________
    3. I ate mooncakes with my dog.
      a) _________________________
      b) _________________________
    4. Children wore bright costumes all by themselves.
      a) _________________________
      b) _________________________
    5. People gave mooncakes to trees.
      a) _________________________
      b) _________________________
    6. I made a dragon dance alone.
      a) _________________________
      b) _________________________
    7. Families spent the festival alone at home.
      a) _________________________
      b) _________________________
    8. I carried the moon in my hands.
      a) _________________________
      b) _________________________
    9. Mooncakes grew on trees.
      a) _________________________
      b) _________________________
    10. I cooked red bean paste in water.
      a) _________________________
      b) _________________________

    _______________________

    Correct version:

    1. I gave mooncakes to strangers in the street.
      No, I didn’t give mooncakes to strangers in the street. I gave mooncakes to my family.
    2. I looked at the full moon in the morning.
      No, I didn’t look at the full moon in the morning. I looked at the full moon at night.
    3. I ate mooncakes with my dog.
      No, I didn’t eat mooncakes with my dog. I ate mooncakes with my family.
    4. Children wore bright costumes all by themselves.
      No, children didn’t wear bright costumes all by themselves. Some dancers wore bright costumes.
    5. People gave mooncakes to trees.
      No, people didn’t give mooncakes to trees. They gave mooncakes to their family.
    6. I made a dragon dance alone.
      No, I didn’t make a dragon dance alone. I watched the lion and dragon dances.
    7. Families spent the festival alone at home.
      No, families didn’t spend the festival alone at home. They spent time together with their family.
    8. I carried the moon in my hands.
      No, I didn’t carry the moon in my hands. I looked at the full moon.
    9. Mooncakes grew on trees.
      No, mooncakes didn’t grow on trees. People made and baked mooncakes.
    10. I cooked red bean paste in water.
      No, I didn’t cook red bean paste in water. I ate mooncakes with red bean paste.

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

    Fill in, use proper past tense form:

    1. I _______ the Moon Cake Festival with my family. (celebrate)
    2. I _______ mooncakes to my family. (give)
    3. I _______ mooncakes with my family. (eat)
    4. I _______ offerings of fruits and mooncakes to the moon. (make)
    5. I _______ at the full moon. (look)
    6. I _______ a colorful lantern. (carry)
    7. Children _______ with lanterns in the streets. (walk)
    8. People _______ their hands at the lion and dragon dance. (clap)
    9. Some dancers _______ bright costumes. (wear)
    10. I _______ joy and peace with my family. (feel)
    11. I _______ a star-shaped lantern. (carry)
    12. I _______ the lion and dragon dances carefully. (watch)
    13. I _______ red bean paste and lotus seed paste in the mooncakes. (put)
    14. Children _______ lanterns in the streets. (bring)

    ———————————–

    Correct version:

    1. I celebrated the Moon Cake Festival with my family.
    2. I gave mooncakes to my family.
    3. I ate mooncakes with my family.
    4. I made offerings of fruits and mooncakes to the moon.
    5. I looked at the full moon.
    6. I carried a colorful lantern.
    7. Children walked with lanterns in the streets.
    8. People clapped their hands at the lion and dragon dance.
    9. Some dancers wore bright costumes.
    10. I felt joy and peace with my family.
    11. I carried a star-shaped lantern.
    12. I watched the lion and dragon dances carefully.
    13. I put red bean paste and lotus seed paste in the mooncakes.
    14. Children brought lanterns in the streets.

    ———————————
    Now use these sentences and make them negative:

    Example:
    I celebrated the Moon Cake Festival with my family.
    YOU WRITE:
    I did not celebrate the Moon Cake Festival with my family.

    I celebrated the Moon Cake Festival with my family.
    __________________________________

    I gave mooncakes to my family.
    __________________________________

    I ate mooncakes with my family.
    __________________________________

    I made offerings of fruits and mooncakes to the moon.
    __________________________________

    I looked at the full moon.
    __________________________________

    I carried a colorful lantern.
    __________________________________

    Children walked with lanterns in the streets.
    __________________________________

    People clapped their hands at the lion and dragon dance.
    __________________________________

    Some dancers wore bright costumes.
    __________________________________

    I felt joy and peace with my family.
    __________________________________

    I carried a star-shaped lantern.
    __________________________________

    I watched the lion and dragon dances carefully.
    __________________________________

    I put red bean paste and lotus seed paste in the mooncakes.
    __________________________________

    Children brought lanterns in the streets.
    __________________________________

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

    Correct answers:

    1. I did not celebrate the Moon Cake Festival with my family.
    2. I did not give mooncakes to my family.
    3. I did not eat mooncakes with my family.
    4. I did not make offerings of fruits and mooncakes to the moon.
    5. I did not look at the full moon.
    6. I did not carry a colorful lantern.
    7. Children did not walk with lanterns in the streets.
    8. People did not clap their hands at the lion and dragon dance.
    9. Some dancers did not wear bright costumes.
    10. I did not feel joy and peace with my family.
    11. I did not carry a star-shaped lantern.
    12. I did not watch the lion and dragon dances carefully.
    13. I did not put red bean paste and lotus seed paste in the mooncakes.
    14. Children did not bring lanterns in the streets.

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

    Interview, fill in the correct form of the verb:

    Interviewer: When did you celebrate the Moon Cake Festival?
    You: I __________ it on October 6.

    Interviewer: Where did you celebrate the festival?
    You: I __________ (visit) my home in Cambodia.

    Interviewer: Who joined you at the festival?
    You: My family __________ me.

    Interviewer: Did you eat mooncakes?
    You: Yes, I __________ mooncakes with my family.

    Interviewer: What filling did the mooncakes have?
    You: Some mooncakes __________ sweet filling, some __________salty filling.

    Interviewer: Did you give mooncakes to someone?
    You: Yes, I __________ them to my family.

    Interviewer: Did you give offerings to the moon?
    You: Yes, I __________ fruits and mooncakes to the moon.

    Interviewer: Did you carry a lantern?
    You: Yes, I __________ a colorful lantern.

    Interviewer: Did children carry lanterns too?
    You: Yes, children __________ lanterns in the streets.

    Interviewer: Did people clap at the lion and dragon dance?
    You: Yes, people __________ during the dance.

    Interviewer: Did you feel happy during the festival?
    You: Yes, I __________joy and peace with my family.

    Interviewer: What did you like the most?
    You: I __________ the lanterns and the lion and dragon dances.

    —————————

    Interview – Moon Cake Festival (A1)

    Interviewer: When did you celebrate the Moon Cake Festival?
    You: I celebrated it on October 6.

    Interviewer: Where did you celebrate the festival?
    You: I visited my home in Cambodia.

    Interviewer: Who joined you at the festival?
    You: My family joined me.

    Interviewer: Did you eat mooncakes?
    You: Yes, I ate mooncakes with my family.

    Interviewer: What filling did the mooncakes have?
    You: Some mooncakes had sweet filling, some had salty filling.

    Interviewer: Did you give mooncakes to someone?
    You: Yes, I gave mooncakes to my family.

    Interviewer: Did you give offerings to the moon?
    You: Yes, I gave fruits and mooncakes to the moon.

    Interviewer: Did you carry a lantern?
    You: Yes, I carried a colorful lantern.

    Interviewer: Did children carry lanterns too?
    You: Yes, children carried lanterns in the streets.

    Interviewer: Did people clap at the lion and dragon dance?
    You: Yes, people clapped during the dance.

    Interviewer: Did you feel happy during the festival?
    You: Yes, I felt joy and peace with my family.

    Interviewer: What did you like the most?
    You: I liked the lanterns and the lion and dragon dances.

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

  • 🏨Secrets of a luxury hotel: how staff create magic every day, part 7, how to improve service (A2)

    • simple tips and daily tasks to make guests feel like royalty

    🌟 How to Improve Service

    • Listen carefully to guests
      → When guests speak, look at them, nod, and show interest. This makes them feel important.
    • Remember guest names
      → Saying a guest’s name shows personal care. For example: “Good evening, Mr. Lee.”
    • Be fast and efficient
      → Good service means solving requests quickly and correctly without making guests wait too long.
    • Work well as a team
      → If one person is busy, another can help. Teamwork keeps service smooth and stress low.
    • Learn more languages
      → Even simple words like “hello,” “thank you,” or “goodbye” in the guest’s language can make them happy.
    • Always keep learning
      → Hotels offer training to improve skills like communication, problem-solving, and guest relations.
    • Show respect and kindness
      → Guests should always feel safe, respected, and welcome. Kindness creates good memories.
    • Solve problems quickly
      → If something goes wrong, act fast and apologize politely. A quick solution can make a guest even happier than before the problem.
    • Check small details
      → A clean table, a polite greeting, or remembering a guest’s favorite drink can make the hotel experience special.
    • Be proud of your work
      → When staff are proud of their service, guests can feel it. Pride leads to quality and success.

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

    Setting:
    The manager’s office at the Grand Horizon Hotel.
    The sun is shining. The office is bright and quiet.
    Papers, a laptop, and two cups of coffee are on the table.


    Characters:

    • Ms. Elena Carter, Hotel Manager
    • Mr. Raj Patel, Assistant Manager

    Ms. Carter: Good morning, Raj. How are you today?

    Mr. Patel: Good morning, Ms. Carter. I am fine, thank you. And you?

    Ms. Carter: I am good, thank you. Let’s talk about how we can improve service for our guests.

    Mr. Patel: Yes, of course. Where should we start?

    Ms. Carter: I think listening to guests is very important. Sometimes staff are busy and do not pay full attention.

    Mr. Patel: Yes, I see that too. Guests want us to look at them and show interest. Nodding or smiling makes a big difference.

    Ms. Carter: Exactly. And remembering guest names also helps. When we say, “Good evening, Mr. Lee,” it feels personal.

    Mr. Patel: True. But some staff forget names. We can encourage them to repeat the name in their mind and use it during the meal.

    Ms. Carter: Good idea. Speed is also important. Guests do not like waiting too long.

    Mr. Patel: I agree. Sometimes staff are slow because one person is busy.

    Ms. Carter: That is why teamwork is important. If one staff member is busy, another can help. It makes service smooth and less stressful.

    Mr. Patel: Yes. And I think learning simple words in different languages can also help. Even “hello” or “thank you” in a guest’s language is nice.

    Ms. Carter: Absolutely. It shows respect and care. Speaking the guest’s language makes them feel welcome.

    Mr. Patel: Some staff need more training to handle problems. Guests sometimes complain about small things.

    Ms. Carter: That is true. We must teach staff to act quickly and politely. A fast solution and a kind apology can turn a problem into a happy guest experience.

    Mr. Patel: Small details are important too. A clean table, a polite greeting, remembering drinks or preferences… it all matters.
    ——————–end of dualogue————–

    Ms. Carter: Yes. Guests notice small things. It makes the experience special.

    Mr. Patel: And staff attitude is very important. Respect and kindness create good memories for guests.

    Ms. Carter: Definitely. Staff should always be polite, warm, and respectful. When guests feel safe and welcome, they remember the hotel positively.

    Mr. Patel: I also think pride in work is important. Staff who enjoy their job give better service.

    Ms. Carter: Exactly. If staff feel proud, guests can feel it too. Pride leads to quality and success.

    Mr. Patel: So, listening, remembering names, being fast, teamwork, learning languages, solving problems quickly, checking details, showing kindness, and being proud.

    Ms. Carter: Yes, Raj. But the key is to practice these every day, not just in training. Guests will notice small improvements and be happy.

    Mr. Patel: I agree. I will talk to the team and start coaching them this week.

    Ms. Carter: Excellent. Thank you, Raj. Let’s make sure our guests have the best experience every day.

    Mr. Patel: Yes, Ms. Carter. I am ready to start.

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

    Cheat sheet:

    Task / ResponsibilityHow to Do It / Improve / Example
    Welcome guests– Smile and make eye contact. – Say politely: “Good morning / Good evening. Welcome to our restaurant.” – Walk guests to their table. – Pull chairs if needed. Tip: Guests like to feel special from the first moment.
    Serve food and drinks quickly– Check the order before leaving the kitchen. – Carry trays carefully. – Serve drinks first, then food. – Say: “Here is your soup. Enjoy your meal!” Tip: Fast and correct service makes guests happy.
    Know the menu– Learn all dishes, ingredients, and allergens. – Be ready to answer: “Is this dish spicy?” or “Does it have nuts?” – Suggest dishes politely: “I recommend the chicken curry. It is very popular.” Tip: Good knowledge builds guest confidence.
    Be careful and polite– Walk slowly, do not rush. – Carry trays at chest level. – Avoid bumping guests or tables. – Say: “Excuse me” when passing. Tip: Gentle movement shows professionalism and care.
    Say ‘thank you’ and ‘enjoy your meal’– Always thank guests: “Thank you. Enjoy your meal.” – Say goodbye politely: “Thank you for visiting. Have a nice evening.” Tip: Small words make service personal and warm.
    Check if guests need something– Look for empty glasses or plates. – Ask politely: “Do you want more water?” or “Would you like dessert?” – Refill drinks quietly without disturbing guests. Tip: Guests feel cared for when staff notice their needs.
    Handle problems politely– Listen carefully if a guest has a complaint. – Apologize politely: “I am sorry. Let me fix it.” – Report problems to the manager if needed. Tip: Calm and polite handling improves guest satisfaction.
    Work as a team– Help colleagues if busy. – Communicate clearly: “I can help with drinks.” – Keep the restaurant clean and organized. Tip: Good teamwork makes service faster and smoother.

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

  • 🏨Secrets of a luxury hotel: how staff create magic every day, part 6, concierge and bell staff (A2)

    • simple tips and daily tasks to make guests feel like royalty

    🚪 Concierge and Bell Staff

    • Help with luggage
      → Bell staff carry bags carefully, always with respect for guests’ personal belongings.
    • Offer help with transport and tours
      → Guests often ask about taxis, buses, or day trips. A helpful concierge makes travel easy.
    • Know local places well
      → Good knowledge of local restaurants, shops, and attractions helps guests trust the hotel.
    • Always be polite
      → Bell staff often meet guests at arrival or departure. A polite goodbye is just as important as a warm welcome.
    • Assist elderly or disabled guests
      → Offering extra help shows care and respect.

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


    Setting:
    The manager’s office at the Grand Horizon Hotel.
    It is 9:00 in the morning. The sun is shining.
    The office is bright and quiet.
    On the table are papers, a laptop, and two cups of coffee.


    Characters:

    • Ms. Elena Carter, Hotel Manager
    • Mr. Raj Patel, Assistant Manager

    Ms. Carter: (looking out the window) Raj, the hotel looks beautiful this morning. But we need to make sure our guests feel that beauty from the moment they arrive. I want to talk about our concierges and bell staff. Everything must work perfectly.

    Mr. Patel: Yes, Elena. Guests notice every small detail. How we handle their luggage, how we talk to them, even how we smile.

    Ms. Carter: Let’s start with luggage. Bell staff must always carry bags carefully. They should never touch guests’ personal items roughly. It shows respect. Guests feel safe when their things are handled well.

    Mr. Patel: Of course. And when guests ask for taxis, buses, or tours, the concierge should help immediately. Giving the right information makes travel easy and saves guests time.

    Ms. Carter: Exactly. Also, knowing the city is important. Good concierges know the best restaurants, shops, and local attractions. If a guest asks, they can give advice quickly and confidently.

    Mr. Patel: Politeness is important too. Bell staff meet guests when they arrive and leave. A polite greeting and a friendly goodbye make guests feel welcome and valued.

    Ms. Carter: And don’t forget about elderly or disabled guests. They may need extra help, like carrying luggage slowly, opening doors, or giving directions carefully. It shows we care and respect everyone.

    Mr. Patel: We should also remind the team to be attentive. If a guest looks confused or needs help, they should approach them politely. Small gestures, like offering water or a seat, can make a big difference.
    ————————–end of auio——————-

    Ms. Carter: Very good, Raj. Let’s make a plan. We will review these points in the morning briefing. Every guest should leave the hotel happy and impressed with our service.

    Mr. Patel: I will speak to the team today. We will make sure every bell staff and concierge remembers these key points.

    Ms. Carter: Perfect. Our goal is to create an experience, not just a stay. Every detail counts.

    ✅ Key Points Included:

    1. Handle luggage carefully and respectfully
    2. Offer help with transport and tours
    3. Know local places well (restaurants, shops, attractions)
    4. Always be polite and friendly
    5. Assist elderly or disabled guests
    6. Be attentive and proactive
    7. Small gestures matter (water, seat, smile)


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

    Cheat sheet:

    Task / ResponsibilityDetails & Examples
    Help with luggage– Always greet guests before touching their bags: “Hello! May I help you with your luggage?”
    – Lift bags carefully, keeping your back straight to avoid injury.
    – Handle each item with care; never drop or drag bags.
    – Ask guests about fragile or valuable items: “Is this fragile?”
    – Place bags in a safe corner of the room, near the wardrobe or door, so they don’t block walking space.
    – Always confirm with guests where they want their bags placed.
    Offer help with transport and tours– Know the hotel’s taxi service and nearby taxi companies.
    – Be familiar with local buses, trains, or shuttle services.
    – Provide directions or maps if guests ask.
    – Offer to make bookings for tours, day trips, or airport transfers.
    – Example: “The city tour starts at 9:00 AM. I can reserve your seat and call a taxi at 8:30.”
    – Always check prices before recommending, to avoid mistakes or overcharging guests.
    Know local places well– Have a list of popular local restaurants, cafés, shops, and attractions.
    – Know which places are safe and reliable.
    – Give guests options for different budgets.
    – Example: “This museum is very interesting, open 9:00 AM–5:00 PM, and is only 10 minutes by taxi.”
    – Remember special local events or festivals to advise guests.
    Always be polite– Greet guests warmly at arrival: “Welcome to our hotel! We are happy to have you.”
    – Speak clearly, slowly, and with a smile.
    – Use polite words like: “Please,” “Thank you,” “Excuse me.”
    – When guests leave, offer a polite farewell: “Thank you for staying with us. Have a safe journey!”
    – Maintain polite body language: eye contact, smile, and calm posture.
    Assist elderly or disabled guests– Offer help with luggage, room access, and walking.
    – Hold doors open and push wheelchairs if needed.
    – Be patient and speak clearly; repeat instructions if necessary.
    – Example: “May I help you to your room?” or “Shall I call a taxi for you?”
    – Always ensure their safety when using elevators, stairs, or walking outside.

  • 🏨Secrets of a luxury hotel: how staff create magic every day, part 5, restaurant and bar staff (A2)

    • simple tips and daily tasks to make guests feel like royalty

    🍽 Restaurant and Bar Staff

    • Welcome guests to the restaurant
      → A warm welcome and a polite “Good morning / Good evening” make guests feel special.
    • Serve food and drinks quickly
      → Guests in a luxury hotel expect fast service without mistakes. Waiting too long can make them unhappy.
    • Know the menu well
      → Staff must be able to explain dishes and answer questions (for example, “Is this dish spicy?” or “Does it have nuts?”).
    • Be careful and polite
      → Move gently with trays, do not rush, always say “Excuse me” when passing by a guest.
    • Say ‘thank you’ and ‘enjoy your meal’
      → These small polite phrases make the service feel personal and warm.
    • Check if guests need something
      → For example, ask politely if they want more water, more bread, or dessert.

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

    Setting:

    The manager’s office at the Grand Horizon Hotel. The sun is shining. The office is bright and quiet. Papers, a laptop, and two cups of coffee are on the table.

    Characters:

    • Ms. Elena Carter, Hotel Manager
    • Mr. Raj Patel, Assistant Manager

    Ms. Carter: Good morning, Raj. How are you today?

    Mr. Patel: Good morning, Ms. Carter. I am fine, thank you. And you?

    Ms. Carter: I am good. Thank you. Let’s sit and talk about our restaurant and bar staff. I think we need to improve the service for our guests.

    Mr. Patel: Yes, I agree. What do you think is the main problem?

    Ms. Carter: Well, first, the welcome. Guests sometimes say staff just say “Hello” quickly. It is not very warm.

    Mr. Patel: Yes, I see that too. Guests want a warm welcome. A polite “Good morning” or “Good evening” with a smile is better. It makes them feel special.

    Ms. Carter: Exactly. And we need to train staff to make eye contact and greet each guest personally. Sometimes they just point to a table. This feels cold.

    Mr. Patel: True. I think we can practice greetings every morning before work. Maybe 10 minutes.

    Ms. Carter: That is a good idea. Next point: speed of service. Some guests wait too long for drinks or food. This is not good for a luxury hotel.

    Mr. Patel: Yes, I noticed that too. Staff sometimes forget orders or go slowly. We need them to be faster but careful. Mistakes make guests unhappy.

    Ms. Carter: Exactly. Fast service is important, but also careful. No mistakes. For example, always check the order twice.

    Mr. Patel: Right. Another problem is menu knowledge. Guests ask many questions, like “Is this dish spicy?” or “Does it have nuts?”

    Ms. Carter: Yes, some staff do not know all the answers. This can be a problem, especially for guests with allergies.

    Mr. Patel: We can make short menu training every week. Staff can learn all ingredients and how to explain the dishes.

    ———-end of dialogue————–

    Ms. Carter: Very good. And we should also teach them to suggest dishes politely. For example, “If you like spicy food, I recommend this dish.”

    Mr. Patel: Yes. Polite suggestions make guests feel cared for.

    Ms. Carter: Another point: staff politeness. They must move carefully with trays, not rush, and say “Excuse me” when passing by guests.

    Mr. Patel: Yes, I see sometimes staff move quickly and bump chairs. This is not polite. We must teach them to move slowly and carefully.

    Ms. Carter: Good. And small phrases are important. Staff should say “Thank you” and “Enjoy your meal.” It makes the service personal.

    Mr. Patel: Yes, these small words make a big difference. Guests feel welcome and happy.

    Ms. Carter: Also, checking guests during the meal is important. Ask if they want more water, more bread, or dessert.

    Mr. Patel: Some staff forget this. We can make a rule: every 10 minutes, check at the table politely.

    Ms. Carter: Very good. We must also teach them to smile and listen carefully. If a guest says something, staff must respond politely and quickly.

    Mr. Patel: Yes, listening is very important. And we can remind staff to use guest names if they know them. This is more personal.

    Ms. Carter: Good idea. Finally, I think we need regular feedback. Staff need to know what is good and what needs improvement.

    Mr. Patel: Yes, we can watch them during service and give short feedback after each shift.

    Ms. Carter: Excellent. So, our plan is: warm welcome, fast and careful service, good menu knowledge, politeness, small polite phrases, checking guests, and feedback.

    Mr. Patel: Yes, and we can make a training schedule. Every week we teach one point and practice it.

    Ms. Carter: Perfect. Guests will be happy, and our restaurant and bar will have very good service.

    Mr. Patel: I will prepare the training plan. Staff will improve quickly.

    Ms. Carter: Thank you, Raj. I am happy with this plan. Let’s start next week.
    ——————–end of audio———————

    Mr. Patel: Yes, Ms. Carter. Guests will feel the difference, and our hotel’s reputation will improve.

    Ms. Carter: Very good. Let’s make it happen.

    Mr. Patel: Yes, Ms. Carter. Thank you for your guidance.

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

    Task / ExpectationDetails & Tips
    Welcome guests to the restaurant– Greet every guest warmly with a smile.
    – Say “Good morning” or “Good evening” politely.
    – Make eye contact and, if possible, use the guest’s name.
    – Guide them to their table politely and offer assistance with chairs or belongings.
    – First impression sets the mood for the meal.
    Serve food and drinks quickly– Guests expect fast service without mistakes.
    – Always check the order before serving.
    – Carry drinks and food carefully to avoid spills.
    – Serve all guests at the table in a logical order (e.g., women first, then men, then children if present).
    – Anticipate guests’ needs to reduce waiting time.
    Know the menu well– Learn all dishes and drinks, including ingredients and preparation.
    – Be ready to answer questions: “Is this spicy?” or “Does it have nuts?”
    – Suggest dishes politely, e.g., “If you like spicy food, I recommend this dish.”
    – Understand wine or drink pairings to offer guests advice.
    – Practice pronunciation of all dish names.
    Be careful and polite– Move gently with trays; avoid rushing.
    – Say “Excuse me” when passing close to guests.
    – Watch for obstacles and other staff to avoid accidents.
    – Keep a calm and professional posture at all times.
    – Handle complaints politely and report problems to the manager calmly.
    Say ‘thank you’ and ‘enjoy your meal’– Use polite phrases like “Thank you” and “Enjoy your meal” when serving.
    – Smile and make the service feel personal.
    – Repeat phrases naturally when guests ask for extra items or change orders.
    – A simple “I hope you enjoy your dish” improves guest experience.
    Check if guests need something– Politely ask if guests want more water, bread, or additional items.
    – Check every table regularly but not too often.
    – Be attentive to non-verbal cues (e.g., empty glasses, looking around).
    – Offer desserts or drinks after the main course.
    – Respond quickly to requests and keep guests informed if items will take time.

  • 🏨Secrets of a luxury hotel: how staff create magic every day, part 4, housekeeping staff (A2)

    • simple tips and daily tasks to make guests feel like royalty

    🧹 Housekeeping Staff

    • Clean rooms every day
      → In luxury hotels, rooms must look perfect. This includes making the bed neatly, vacuuming, and arranging everything nicely.
    • Change towels and sheets
      → Clean towels and sheets are a sign of good service and hygiene. They must always look fresh and smell clean.
    • Check everything carefully
      → Housekeepers must notice small details: fingerprints on glass, dust under furniture, or missing items.
    • Respect guests’ privacy
      → Housekeepers must knock loudly, say “Housekeeping!”, and wait for an answer before entering. Guests must always feel safe in their room.
    • Report broken things
      → If a lamp is broken or water is leaking, housekeeping must inform maintenance quickly. Fast repairs show quality service.
    • Be quiet and respectful
      → Housekeepers must move quietly in the hallway and not disturb guests.

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

    Setting:


    The manager’s office at the Grand Horizon Hotel, a luxury 5-star hotel.

    Characters:

    • Ms. Elena Carter – Hotel Manager
    • Mr. Raj Patel – Assistant Manager

    [Ms. Carter is sitting at her desk, reading a report. Mr. Patel knocks on the door and enters.]

    Ms. Carter:
    Good morning, Raj. Please, have a seat. Let’s talk about the housekeeping staff. How is everything going?

    Mr. Patel:
    Good morning, Ms. Carter. Overall, the housekeeping team is doing very well. They clean all rooms every day. The beds are made perfectly, and everything looks neat and elegant. Many guests have written positive comments.

    Ms. Carter:
    That’s great news. How are we doing with towels and sheets?

    Mr. Patel:
    They are changed every day. The sheets are white and clean, and the towels smell fresh. This makes a good impression on our guests.

    Ms. Carter:
    Good. And the small details?

    Mr. Patel:
    The team checks the glass and furniture carefully. They look for fingerprints and dust. But I think we can still improve a little here. For example, sometimes they don’t check under the bed or behind the curtains. Guests may leave things there, like socks, chargers, or papers. If we miss these, guests might think the room is not fully cleaned.

    Ms. Carter:
    Yes, you’re right. Those places are easy to forget. What about privacy?

    Mr. Patel:
    The staff always knocks loudly, says “Housekeeping!”, and waits. Guests feel safe, and this is very important. No problems here.

    Ms. Carter:
    Good. And maintenance reports?

    Mr. Patel:
    They are faster now. Yesterday a lamp was broken, and they informed maintenance immediately. It was fixed in less than an hour. However, some staff members forget to report small things like loose hooks or weak water pressure. These are not big problems, but they can give guests a bad impression if not fixed quickly.

    Ms. Carter:
    Exactly. Small problems can make a big difference in a 5-star hotel.

    ———end of dialogue———

    Mr. Patel:
    Also, we can improve communication between housekeeping and the front desk. For example, if a guest checks out early, the room should be cleaned faster so we can offer it to new guests sooner.

    Ms. Carter:
    That’s a smart point. And the noise?

    Mr. Patel:
    It’s better now. The staff moves quietly, but sometimes when they talk in the hallway, their voices are still a bit too loud. We can remind them to whisper or use radios more carefully.

    Ms. Carter:
    Very good observations, Raj. Please prepare a short training for the team. We will focus on hidden areas in rooms, faster reporting of small problems, and quiet communication.

    Mr. Patel:
    Of course, Ms. Carter. I’ll organize the training this week and talk to the supervisors today.

    Ms. Carter:
    Excellent. Thank you, Raj. Together, we can make the service even better.

    Mr. Patel:
    Thank you, Ms. Carter. I’m sure the team will improve even more.

    [Mr. Patel smiles and leaves the office. Ms. Carter writes a note to check the improvements in two days.]

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

    🧹 What to Do🏨 How to Do It
    1. Clean the roomHousekeepers clean the guest room every day.
    The bed must look perfect — sheets straight, pillows in the right place.
    Vacuum the floor carefully, dust the furniture, clean mirrors and glass.
    Arrange the chairs, table, and things nicely.
    A clean room makes guests feel happy and comfortable.
    2. Change towels and sheetsGuests must always have clean towels and sheets.
    Take used towels and sheets out of the room.
    Replace them with fresh, clean ones from the housekeeping trolley.
    Fold towels nicely and put them in the correct place.
    Clean linen must smell nice and look bright.
    3. Check the room carefullyAfter cleaning, look at everything closely.
    Check the bathroom for hair or water on the floor.
    Look at mirrors for fingerprints.
    Check under the bed and behind doors for dust.
    Make sure all items (remote control, water bottles, hangers) are in the right place.
    Good housekeepers see small details.
    4. Respect guests’ privacyAlways knock on the door 3 times. Say clearly: “Housekeeping!” Then wait a few seconds. If there is no answer, knock again. Only enter when it is safe.
    If a guest is in the room, ask politely if you can come in later.
    Guests must always feel safe, private, and respected.
    5. Report problems quicklyIf something is broken, for example a lamp, toilet, air conditioner, or if water is leaking — tell the maintenance department immediately.
    Do not try to fix it yourself.
    Fast reporting means the problem can be fixed quickly, and the guest will be happy.
    6. Be quiet and respectfulSpeak softly or not at all in the hallway.
    Close doors slowly and quietly.
    Do not shout to other staff.
    If guests are sleeping, be extra careful.
    Quiet work shows respect and good service.
    7. Be clean and professionalWear a clean uniform.
    Wash your hands often.
    Be polite and smile. If a guest talks to you, answer kindly.
    Professional housekeepers make a good impression.
    8. Follow safety rulesBe careful when using cleaning products.
    Do not leave wet floors without a sign.
    Use gloves when needed.
    Keep the trolley in the hallway, but do not block the way.
    Safety is very important.

  • 🏨 Secrets of a luxury hotel: how staff create magic every day, part 3, front desk staff (A2)

    • simple tips and daily tasks to make guests feel like royalty


    🧑‍💼 Front Desk Staff

    Stay professional under pressure
    → When the lobby is busy, it is important to stay organized and calm.

    Welcome guests with a smile
    → The front desk is the first contact point. A warm welcome sets the tone for the guest’s stay.

    Check guests in and out quickly
    → Fast, correct service makes the guest feel valued. Long waiting times can make guests unhappy.

    Give clear information
    → Guests often need details about breakfast times, Wi-Fi, the gym, pool, or local attractions. Clear answers prevent confusion.

    Answer the phone politely
    → A kind voice on the phone builds trust. Always say hello, give the hotel name, and speak slowly and clearly.

    Help with problems
    → For example, if a key card does not work or if a guest’s room is too noisy, front desk staff must listen carefully and solve it quickly.
    ##############

    Setting:
    The manager’s office at the Grand Horizon Hotel, a luxury 5-star hotel. Ms. Elena Carter, the manager, is sitting at her desk.
    Mr. Raj Patel, the assistant manager, comes in for a meeting about guest service at the front desk.

    Elena: Good morning, Raj. Please come in. How are you today?

    Raj: Good morning, Ms. Carter. I am fine, thank you. And you?

    Elena: I am very good, thank you. Today, I want to talk about the front desk. It is very important. The front desk is the first place our guests see when they arrive. If our staff is polite, organized, and friendly, guests feel welcome and happy.

    Raj: Yes, I agree. A friendly welcome can make the guest’s day very good. It is the first impression, and the first impression is very important.

    Elena: Exactly. When the lobby is busy, the staff must stay professional under pressure. For example, imagine ten guests are at the front desk at the same time. Staff must stay calm, not speak too fast, and keep everything organized. If they are nervous, the guests can feel it, and they may become unhappy.

    Raj: That is true. We can remind them to take a deep breath and smile, even when it is busy. A smile is simple but very effective.

    Elena: Yes. Also, check-in and check-out must be fast and correct. Guests do not like to wait a long time. For example, if a guest comes after a long flight, they want to get to their room quickly. Fast service shows that we respect their time.

    Raj: I agree. But we must also be careful. We cannot make mistakes with room numbers, names, or bills. Fast and correct is the key.

    Elena: Very good. Another important point is giving clear information. Guests often ask about breakfast time, Wi-Fi, the gym, the pool, or local attractions. Staff must answer clearly and politely. If the information is not clear, guests can be confused or upset.

    Raj: Maybe we can make a small sheet for the staff with all important information. Then they can answer quickly and correctly.

    —————–end of audio————-

    Elena: Excellent idea. And the phone is very important too. Staff must answer politely. They should say: “Good morning, Grand Horizon Hotel, how can I help you?” Always speak slowly and clearly. A kind voice builds trust.

    Raj: Yes, Ms. Carter. Sometimes guests call when they are tired or upset. A polite voice can make them feel better.

    Elena: Exactly. And of course, we must help with problems quickly. For example, if a key card does not work, or if a room is too noisy, staff must listen carefully and solve the problem. They must never say: “I don’t know.” They should try to find a solution fast.

    Raj: Yes. We can give the staff examples. For example, if a guest says: “My room is too noisy,” we can offer another room quickly. If the key card does not work, we can make a new one in two minutes.

    Elena: That is right. Small actions make a big difference. Guests notice if we care about them. And this is what a 5-star hotel should do.

    Raj: Should we also talk about teamwork? Sometimes staff work together, and sometimes alone. They need to help each other.

    Elena: Very good point. Teamwork is very important. If one staff member is busy, another can help. For example, one can answer the phone while the other checks in a guest.

    Raj: Yes, and also, staff should always greet guests with a smile. Even if they are tired or busy.

    Elena: Correct. A smile, politeness, clear information, and fast service — these are the most important things.

    Raj: I think we can also give small tips for difficult situations. For example, if a guest is unhappy, the staff can say: “I am very sorry. Let me help you.” This shows care and respect.

    Elena: Excellent idea, Raj. And one more thing — staff should remember the names of regular guests when possible. It makes guests feel special.

    Raj: Yes, Ms. Carter. I will remind the team to practice remembering names and always using polite words.

    ————-end of audio————

    Elena: Good. If we follow all these rules — stay calm, smile, be polite, give clear information, check in/out fast, answer the phone politely, help with problems, and work as a team — our guests will be happy. They will write good reviews and return to our hotel.

    Raj: I understand. I will prepare a training session this afternoon. We can practice checking in, answering the phone, giving information, and solving problems.

    Elena: That is perfect, Raj. Let’s make sure our front desk service is the best in the city. Thank you for your help.

    Raj: Thank you, Ms. Carter. I am excited to start and help the team improve.

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

  • 🏨 Secrets of a luxury hotel: how staff create magic every day, part 2, daily life of hotel staff (A2)

    • simple tips and daily tasks to make guests feel like royalty

    🏨 Daily Life of Hotel Staff

    • Always smile and be friendly
      → A smile is the first thing a guest sees. It shows respect, kindness, and a positive attitude. Even if the staff is tired, a smile can make the guest feel welcome and comfortable.
    • Wear a clean and nice uniform
      → Uniforms make staff look professional and easy to recognize. A clean and ironed uniform shows pride in the job and gives guests trust in the hotel’s quality.
    • Speak clearly and politely
      → Guests may come from many countries and speak different languages. Simple, clear, and polite language helps avoid misunderstandings and builds good communication.
    • Work in different departments
      → Luxury hotels have many areas: front desk, housekeeping, restaurant, concierge, kitchen, security, and maintenance. Each department works together to give the guest the best experience.
    • Help guests from many countries
      → Guests may have different cultures and expectations. Staff need to be respectful and flexible. For example, some guests prefer personal space, others like to chat more.
    • Stay calm and patient
      → Guests can be tired, upset, or stressed. Even if a guest complains, staff must stay polite, calm, and professional. A calm attitude can turn a bad situation into a good one.
    • Be on time
      → Luxury hotels run like a clock. If one person is late, it can affect the whole team. Punctuality shows respect for colleagues and guests.
    • Follow hotel rules and standards
      → Luxury hotels have clear rules about service, behavior, and appearance. Following them keeps service consistent and professional for every guest.
    • Be polite to other staff members
      → Good teamwork starts with respect inside the team. When staff treat each other well, they work better and give better service to guests.

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

    Setting:
    The manager’s office at the Grand Horizon Hotel, a luxury 5-star hotel. The manager, Ms. Elena Carter, meets with the assistant manager, Mr. Raj Patel, to talk about how to make guest service better.

    Elena (Manager): Good morning, Raj. Thank you for coming. Our guests like our hotel, but we can make service better. Let’s talk about our rules for good service. We can share ideas to improve.

    Raj (Assistant Manager): Good morning, Elena. Yes, I agree. Some things can be better. Let’s look at the rules and talk.

    Elena: Great. First rule: always smile and be friendly. A smile makes guests feel welcome. It shows respect and kindness. But some staff forget to smile when they’re tired. What can we do?

    Raj: Hmm, maybe we can remind staff every day. Like, in morning meetings, say, “Smile, it’s important!” We can also give a small prize, like “Best Smile of the Week,” to make it fun.

    Elena: I like that! A prize is a good idea. It makes smiling fun, not just work. Okay, next: wear a clean and nice uniform. Uniforms make staff look professional. But I saw some uniforms looking old or not ironed. How can we fix this?

    Raj: We can check uniforms every week. Maybe make a list to see if they’re clean and ironed. If someone’s uniform is old, we can give them a new one fast. Guests notice these things.

    Elena: Good plan. Let’s make a uniform check every Monday. Next rule: speak clearly and politely. Our guests come from many countries. They speak different languages. Sometimes staff talk too fast or use hard words. Ideas?

    Raj: We can teach staff simple, polite words to use with guests. Like, “Hello, how can I help you?” or “Please wait a moment.” Maybe we do short training every month to practice clear speaking.

    —————-end of audio——————-


    Elena: Yes, short training is smart. Let’s do it. Now, about departments—front desk, housekeeping, restaurant, concierge, kitchen, security, maintenance. They must work together. Sometimes, housekeeping and front desk don’t talk enough. How can we make teamwork better?

    Raj: Maybe we have a team meeting every week for all departments. They can share problems and ideas. Also, we can use a group chat on phones to talk fast, like if a room isn’t ready.

    Elena: I like the group chat idea. It’s quick and easy. Okay, next: help guests from many countries. Guests have different cultures. Some like to talk, some want space. How do we help staff understand this?

    Raj: We can give staff a small book with tips about cultures. Like, “In some countries, guests like personal space.” Or we can do a training about different cultures. Staff can learn what guests like.

    Elena: A culture book is a great idea. Let’s make one. Now, staying calm and patient. Some guests get upset or complain. Staff must stay polite. I saw one staff member get angry last week. How can we help them stay calm?

    Raj: We can teach staff to breathe slowly when a guest is upset. Or they can say, “Let me get my manager,” if it’s hard. Maybe we do role-play in training to practice staying calm.

    Elena: Role-play is good. Staff can practice hard situations. Next: be on time. If one person is late, it makes problems for everyone. How do we make sure everyone comes on time?

    Raj: We can give a small bonus for staff who are always on time each month. Or talk to staff who are late and ask why. Maybe they need help, like a better bus schedule.

    Elena: A bonus is a nice idea. Let’s try it. Now, follow hotel rules and standards. Our rules keep service the same for every guest. But some staff forget small rules, like no phones at work. What can we do?

    Raj: We can put signs in staff rooms, like “No phones during work.” And managers can check kindly. If someone forgets, we remind them nicely first.
    ———-end of audio—————


    Elena: Good, kind reminders work. Last one: be polite to other staff. When staff respect each other, they work better and help guests better. How do we make sure staff are kind to each other?

    Raj: We can have a “Team Star” award for staff who are kind and help others. Also, managers can show respect to staff, so they learn to do it too.

    Elena: I love the “Team Star” idea! Okay, Raj, we have many good ideas: prizes for smiling, uniform checks, clear speaking training, team meetings, a culture book, role-play for staying calm, bonuses for being on time, signs for rules, and a “Team Star” award. Let’s make a plan to start these. Can you write a list and share it with me tomorrow?

    Raj: Yes, Elena, I’ll write the list and send it tomorrow. I think these ideas will make our service much better!

    Elena: Perfect. Thank you, Raj. Let’s make our hotel the best for our guests!

    Raj: Yes, let’s do it!

    ———————

    What are your thoughts on that dialogue?

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

    A service improvement plan (pdf)

    service planHerunterladen

  • 🏨Secrets of a luxury hotel: how staff create magic every day, part 1, an overview (A2)

    • simple tips and daily tasks to make guests feel like royalty

    🏨 Daily Life of Hotel Staff

    • Always smile and be friendly
      → A smile is the first thing a guest sees. It shows respect, kindness, and a positive attitude. Even if the staff is tired, a smile can make the guest feel welcome and comfortable.
    • Wear a clean and nice uniform
      → Uniforms make staff look professional and easy to recognize. A clean and ironed uniform shows pride in the job and gives guests trust in the hotel’s quality.
    • Speak clearly and politely
      → Guests may come from many countries and speak different languages. Simple, clear, and polite language helps avoid misunderstandings and builds good communication.
    • Work in different departments
      → Luxury hotels have many areas: front desk, housekeeping, restaurant, concierge, kitchen, security, and maintenance. Each department works together to give the guest the best experience.
    • Help guests from many countries
      → Guests may have different cultures and expectations. Staff need to be respectful and flexible. For example, some guests prefer personal space, others like to chat more.
    • Stay calm and patient
      → Guests can be tired, upset, or stressed. Even if a guest complains, staff must stay polite, calm, and professional. A calm attitude can turn a bad situation into a good one.
    • Be on time
      → Luxury hotels run like a clock. If one person is late, it can affect the whole team. Punctuality shows respect for colleagues and guests.
    • Follow hotel rules and standards
      → Luxury hotels have clear rules about service, behavior, and appearance. Following them keeps service consistent and professional for every guest.
    • Be polite to other staff members
      → Good teamwork starts with respect inside the team. When staff treat each other well, they work better and give better service to guests.

    🧑‍💼 Front Desk Staff

    • Welcome guests with a smile
      → The front desk is the first contact point. A warm welcome sets the tone for the guest’s stay.
    • Check guests in and out quickly
      → Fast, correct service makes the guest feel valued. Long waiting times can make guests unhappy.
    • Give clear information
      → Guests often need details about breakfast times, Wi-Fi, the gym, pool, or local attractions. Clear answers prevent confusion.
    • Answer the phone politely
      → A kind voice on the phone builds trust. Always say hello, give the hotel name, and speak slowly and clearly.
    • Help with problems
      → For example, if a key card does not work or if a guest’s room is too noisy, front desk staff must listen carefully and solve it quickly.
    • Stay professional under pressure
      → When the lobby is busy, it is important to stay organized and calm.

    🧹 Housekeeping Staff

    • Clean rooms every day
      → In luxury hotels, rooms must look perfect. This includes making the bed neatly, vacuuming, and arranging everything nicely.
    • Change towels and sheets
      → Clean towels and sheets are a sign of good service and hygiene. They must always look fresh and smell clean.
    • Check everything carefully
      → Housekeepers must notice small details: fingerprints on glass, dust under furniture, or missing items.
    • Respect guests’ privacy
      → Housekeepers must knock loudly, say “Housekeeping!”, and wait for an answer before entering. Guests must always feel safe in their room.
    • Report broken things
      → If a lamp is broken or water is leaking, housekeeping must inform maintenance quickly. Fast repairs show quality service.
    • Be quiet and respectful
      → Housekeepers must move quietly in the hallway and not disturb guests.

    🍽 Restaurant and Bar Staff

    • Welcome guests to the restaurant
      → A warm welcome and a polite “Good morning / Good evening” make guests feel special.
    • Serve food and drinks quickly
      → Guests in a luxury hotel expect fast service without mistakes. Waiting too long can make them unhappy.
    • Know the menu well
      → Staff must be able to explain dishes and answer questions (for example, “Is this dish spicy?” or “Does it have nuts?”).
    • Be careful and polite
      → Move gently with trays, do not rush, always say “Excuse me” when passing by a guest.
    • Say ‘thank you’ and ‘enjoy your meal’
      → These small polite phrases make the service feel personal and warm.
    • Check if guests need something
      → For example, ask politely if they want more water, more bread, or dessert.

    🚪 Concierge and Bell Staff

    • Help with luggage
      → Bell staff carry bags carefully, always with respect for guests’ personal belongings.
    • Offer help with transport and tours
      → Guests often ask about taxis, buses, or day trips. A helpful concierge makes travel easy.
    • Know local places well
      → Good knowledge of local restaurants, shops, and attractions helps guests trust the hotel.
    • Always be polite
      → Bell staff often meet guests at arrival or departure. A polite goodbye is just as important as a warm welcome.
    • Assist elderly or disabled guests
      → Offering extra help shows care and respect.

    🌟 How to Improve Service

    • Listen carefully to guests
      → When guests speak, look at them, nod, and show interest. This makes them feel important.
    • Remember guest names
      → Saying a guest’s name shows personal care. For example: “Good evening, Mr. Lee.”
    • Be fast and efficient
      → Good service means solving requests quickly and correctly without making guests wait too long.
    • Work well as a team
      → If one person is busy, another can help. Teamwork keeps service smooth and stress low.
    • Learn more languages
      → Even simple words like “hello,” “thank you,” or “goodbye” in the guest’s language can make them happy.
    • Always keep learning
      → Hotels offer training to improve skills like communication, problem-solving, and guest relations.
    • Show respect and kindness
      → Guests should always feel safe, respected, and welcome. Kindness creates good memories.
    • Solve problems quickly
      → If something goes wrong, act fast and apologize politely. A quick solution can make a guest even happier than before the problem.
    • Check small details
      → A clean table, a polite greeting, or remembering a guest’s favorite drink can make the hotel experience special.
    • Be proud of your work
      → When staff are proud of their service, guests can feel it. Pride leads to quality and success.

  • 🏨 Guest Journey Mapping – From Arrival to Departure (A1)

    • how to make every guest feel welcome and happy


    💡 What It Means

    Guest Journey Mapping means thinking about the guest’s whole experience at the hotel — from the moment they arrive until they leave.
    It helps us give excellent service at every step.

    1️⃣ Before Arrival

    • Guest books a room online, by phone, or by email.
    • They may ask questions about the hotel or transport.

    Staff should:

    • Answer politely and quickly.
    • Give correct information.
    • Prepare the room for the guest.

    Why: The first contact makes a guest feel welcome.

    2️⃣ Arrival

    • Guest arrives at the hotel entrance.
    • Bell staff opens the door, smiles, and helps with luggage.

    Staff should:

    • Greet the guest warmly.
    • Smile and say something like: “Welcome to our hotel!”
    • Offer help to get to the reception or room.

    Why: Guests feel welcome immediately.

    3️⃣ Check-In

    • Guest goes to the front desk.
    • They give ID and receive the key.

    Staff should:

    • Smile and use the guest’s name if possible.
    • Explain hotel services: breakfast, Wi-Fi, swimming pool.
    • Make check-in fast and easy.

    Why: First impressions are very important.

    4️⃣ Room Experience

    • Guest goes to the room.
    • They check cleanliness, comfort, and small details.

    Staff should:

    • Make sure the room is clean and ready.
    • Check air-con, lights, TV, shower work well.
    • Add small touches: water bottles, welcome card.

    Why: Guests feel happy and comfortable.

    5️⃣ During Stay

    • Guest may ask for help or information.

    Staff should:

    • Smile and greet the guest in hallways: “Good morning!”
    • Help quickly when they ask for something.
    • Listen carefully and remember guest requests.

    Why: Guests feel cared for and important.

    6️⃣ Problems

    • Something may go wrong (room not ready, broken item).

    Staff should:

    • Listen and say: “I am sorry.”
    • Fix the problem quickly.
    • Thank the guest for telling you.

    Why: Guests remember how staff solve problems.

    7️⃣ Check-Out

    • Guest leaves the hotel.

    Staff should:

    • Ask: “Was your stay good?”
    • Thank them sincerely.
    • Help with luggage or transport.

    Why: Last impression is very important.

    8️⃣ After Departure

    • Guest goes home.
    • Hotel may send a message asking for feedback.

    Staff should:

    • Remember guest preferences for next stay.
    • Encourage them to come back.

    Why: Guests feel valued and may return.

    ⭐ Summary

    Every step matters:

    • Smile, greet, and help guests.
    • Be fast, polite, and friendly.
    • Solve problems quickly.
    • Small details make guests happy.

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

    Detailed cheat sheet:

    Guest StepStaff Should
    Before Arrival1. Answer guest questions politely and quickly
    2. Give correct information about hotel and transport
    3. Confirm room booking details
    4. Note special requests in the system
    5. Prepare guest preferences (room type, bed)
    6. Inform departments about VIPs or arrivals
    7. Check the room is clean and ready
    Arrival1. Smile and greet the guest warmly
    2. Open the door for the guest
    3. Help with luggage
    4. Escort the guest to reception or elevator
    5. Offer a welcome drink or towel if possible
    6. Use polite words: “Good morning / welcome!”
    7. Make the guest feel safe and comfortable
    Check-In1. Use the guest’s name if possible
    2. Explain hotel services: breakfast, Wi-Fi, pool
    3. Explain hotel rules politely
    4. Make check-in fast and easy
    5. Offer help with luggage or directions
    6. Answer guest questions clearly
    7. Smile and maintain eye contact
    Room Experience1. Ensure the room is clean and ready
    2. Check lights, air-con, TV, shower
    3. Provide welcome items: water, card, toiletries
    4. Make the room smell fresh
    5. Check all equipment works properly
    6. Note any special requests for future visits
    7. Be ready to help if guest needs something
    During Stay1. Smile and greet guests in hallways
    2. Ask: “How is your stay?”
    3. Help quickly with requests
    4. Listen carefully to guest needs
    5. Remember guest preferences
    6. Keep public areas clean and tidy
    7. Respond politely to all questions
    Problems / Complaints1. Listen carefully
    2. Apologize: “I am sorry”
    3. Stay calm and polite
    4. Solve the problem quickly
    5. Keep the guest informed
    6. Thank the guest for telling you
    7. Follow up to check satisfaction
    Check-Out1. Smile and greet guest politely
    2. Ask: “Was your stay good?”
    3. Thank the guest sincerely
    4. Help with luggage or transport
    5. Offer assistance with payment
    6. Invite them to return
    7. Give directions if needed
    After Departure1. Remember guest preferences
    2. Send polite thank-you messages
    3. Invite feedback politely
    4. Note VIP or repeat guest for next visit
    5. Share guest feedback with team
    6. Encourage guests to book again
    7. Keep records for future service improvements

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

    A summary:

    The guest journey starts before arrival.
    Staff answer questions, check the booking, and get the room ready.
    At arrival, staff smile, greet guests, and help with luggage.
    During check-in, staff use the guest’s name, explain hotel services, and make it fast.
    In the room, staff check it is clean and all works, and give small welcome items.
    During the stay, staff greet guests, listen to needs, and help fast.
    If there is a problem, staff say sorry and fix it.
    At check-out, staff thank guests and help with luggage.
    When the guest leaves, staff think about the guest and say thank you.

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

    A more detailed version:

    1. Before Arrival

    Before the guest comes to the hotel, staff must be ready. They check the booking and prepare the room. Staff answer guest questions politely by phone, email, or message. They note any special requests, for example, room type or bed. Staff tell other departments about the guest. They make sure the room is clean and ready. Staff prepare small welcome items if needed. Good preparation makes the guest happy and comfortable. The first impression starts before the guest arrives. When staff are ready, guests feel welcome from the start.

    2. Arrival

    When the guest comes to the hotel, staff greet them warmly. Bell staff smile, open doors, and help with luggage. They escort guests to reception or the elevator. Staff use polite words: “Welcome!” or “Good morning!” Staff give attention to the guest and make them feel safe. They help with questions about the hotel or city. Small actions like a smile or helping with bags are very important. Guests feel happy when staff are friendly. A good arrival makes the guest feel respected and welcomed. Staff must always be ready and polite.

    3. Check-In

    At check-in, staff welcome the guest with a smile. They use the guest’s name if possible. Staff ask for ID and confirm the booking. They explain hotel services like breakfast, Wi-Fi, and pool. Staff answer guest questions politely. They help with luggage or directions if needed. Check-in should be fast and easy. Staff must be friendly and calm. They must listen carefully and note any special requests. A good check-in makes guests feel happy and relaxed. Staff must always be polite and professional. The guest’s first experience inside the hotel is very important.

    4. Room Experience

    When the guest goes to the room, staff must make sure it is perfect. The room should be clean and tidy. Staff check that lights, air-con, TV, and shower work. They put small welcome items like water, a card, or toiletries. Staff make the room smell fresh. Everything must be ready before the guest arrives. Staff should note guest preferences for next visits. They must be ready to help if the guest needs something. A good room makes guests feel comfortable and happy. Small details are important for a great experience.

    5. During Stay

    During the stay, staff greet the guest in hallways: “Good morning!” or “How is your stay?” Staff listen carefully to guest needs. They help quickly when the guest asks. Staff must remember guest preferences and special requests. They keep public areas clean and tidy. Staff answer questions politely and clearly. They make the guest feel important and cared for. Staff must always smile and be friendly. During the stay, small actions make guests happy. Staff teamwork is important so the guest experience is excellent. Every day counts to make the guest feel welcome.

    6. Problems / Complaints

    Sometimes there are problems. A guest may find something broken or missing. Staff must listen carefully. They should say: “I am sorry.” Staff must stay calm and polite. They fix the problem as fast as possible. Staff must explain what they do to help. After solving, they check if the guest is happy. Staff thank the guest for telling them about the problem. Handling problems well makes the guest feel respected. Good service during problems shows professionalism. Staff must always stay friendly and help. Guests remember how staff solve problems more than anything.

    7. Check-Out

    When the guest leaves, staff greet them politely. They ask: “Was your stay good?” Staff thank the guest sincerely for staying at the hotel. They help with luggage and transport if needed. Staff check the payment and give receipts politely. They invite guests to come back. Staff smile and use the guest’s name if possible. They answer last questions clearly. A good check-out leaves a happy memory. Staff must be friendly and calm. Check-out is the last chance to show excellent service. Guests often remember this moment very well.

    8. When the Guest Leaves

    When the guest leaves, staff think about the guest. They check guest preferences for next visits. Staff can send polite thank-you messages or emails. They invite feedback politely. Staff note VIPs or repeat guests for the future. They share important information with the team. Remembering the guest helps the hotel improve service. Staff must always be professional and polite. Guests feel valued when staff care after they leave. Small actions after departure can make guests return. Good post-stay service helps the hotel build long-term happy guests.

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

    Guest Journey Cheat Sheet – A1 Level


    How to make every guest feel welcome and happy

    1. Before Arrival

    • Check guest booking
    • Answer questions politely
    • Note special requests
    • Prepare the room
    • Tell other departments
    • Prepare welcome items
    • Be ready for guest arrival

    2. Arrival

    • Smile and greet guest
    • Open doors
    • Help with luggage
    • Escort to reception or elevator
    • Use polite words: “Welcome!”
    • Make guest feel safe
    • Be friendly and attentive

    3. Check-In

    • Use guest name
    • Ask for ID
    • Confirm booking
    • Explain hotel services
    • Answer questions politely
    • Help with luggage or directions
    • Make check-in fast and easy

    4. Room Experience

    • Check room is clean
    • Check lights, air-con, TV, shower
    • Give welcome items: water, card
    • Make room smell fresh
    • Prepare for guest preferences
    • Be ready to help guest
    • Make guest feel comfortable

    5. During Stay

    • Greet guest in hallways
    • Ask: “How is your stay?”
    • Listen carefully to needs
    • Help quickly when asked
    • Remember preferences
    • Keep public areas clean
    • Be friendly and polite

    6. Problems / Complaints

    • Listen carefully
    • Say: “I am sorry”
    • Stay calm and polite
    • Solve problem fast
    • Explain what you do
    • Check guest is happy
    • Thank guest for telling you

    7. Check-Out

    • Greet guest politely
    • Ask: “Was your stay good?”
    • Thank guest sincerely
    • Help with luggage
    • Check payment and receipt
    • Invite them to return
    • Smile and use guest name

    8. When the Guest Leaves

    • Think about guest preferences
    • Send polite thank-you message
    • Invite feedback politely
    • Note VIPs or repeat guests
    • Share info with team
    • Be professional and polite
    • Help guests feel valued

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

  • 👂Listen, 👂listen, 👂listen (A1, present simple, revised)

    • remember, babies do not read books, they learn a language by listening, imitating, speaking….. DO IT!

    When you learn a new language, listening is very important. Listening helps you learn words. You hear the words and sounds. You remember them better.

    Listening helps you understand people. People speak fast. If you only read or write, it is hard to understand. Listening helps your brain. You learn words and sentences.

    Listening helps you speak. When you hear words, you can say them. You learn pronunciation. You speak better if you listen a lot.

    Listening helps you learn grammar. You hear how sentences are made. You do not need to study all the rules. Your brain learns from listening.

    You can listen every day. Listen to songs, watch videos, or hear people talk. Even a little every day is good.

    When you listen, you learn new words and phrases. You understand more. You can talk with people. You speak better and faster.

    Listening is very important. If you listen more, you learn faster. You understand better. You speak better. Listening is the key to learning a language.

    ______________________

    Vocabulary:

    • to remember – to keep something in your mind
    • to listen – to hear and pay attention to sounds or people speaking
    • to imitate – to copy what someone says or does
    • sounds – things you can hear
    • a brain – the part of your body that helps you think and learn
    • to understand – to know what something means
    • to learn sentences – to study and know groups of words that make meaning
    • pronunciation – the way we say words
    • a lot – many or much
    • to learn grammar – to study how words work together in a language
    • to need to study – to have to learn something by reading or practicing
    • rules – things that tell you what is right or how to do something
    • learn from listening – to learn by hearing people speak
    • a phrase – a few words that go together and have meaning
    • a key to learning a language – an important thing that helps you learn a language

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

    Match the words with their definitions:

    1. to remember
    2. to listen
    3. to imitate
    4. sounds
    5. a brain
    6. to understand
    7. to learn sentences
    8. pronunciation
    9. a lot
    10. to learn grammar
    11. to need to study
    12. rules
    13. learn from listening
    14. a phrase
    15. a key to learning a language

    Definitions (random order):
    A. to study and know groups of words that make meaning
    B. to keep something in your mind
    C. an important thing that helps you learn a language
    D. things that tell you what is right or how to do something
    E. to copy what someone says or does
    F. the part of your body that helps you think and learn
    G. the way we say words
    H. to learn by hearing people speak
    I. to hear and pay attention to sounds or people speaking
    J. to have to learn something by reading or practicing
    K. things you can hear
    L. to study how words work together in a language
    M. many or much
    N. to know what something means
    O. a few words that go together and have meaning

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

    _________________

    Correct answers:

    to remember – to keep something in your mind

    to listen – to hear and pay attention to sounds or people speaking

    to imitate – to copy what someone says or does

    sounds – things you can hear

    a brain – the part of your body that helps you think and learn

    to understand – to know what something means

    to learn sentences – to study and know groups of words that make meaning

    pronunciation – the way we say words

    a lot – many or much

    to learn grammar – to study how words work together in a language

    to need to study – to have to learn something by reading or practicing

    rules – things that tell you what is right or how to do something

    learn from listening – to learn by hearing people speak

    a phrase – a few words that go together and have meaning

    a key to learning a language – an important thing that helps you learn a language

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

    Fill in, words below:

    rules – remember – brain – practice –
    pronunciation – imitate – words –
    learn – repeating

    ———————–
    The text is about how people __________ a language.

    We use our __________ to listen to sounds and remember them.
    We _________ what we hear and learn from listening to others.
    Understanding __________ and phrases helps us speak better.
    We also need to study grammar and __________ to make correct sentences.
    Learning sentences and __________ together helps us understand more.
    We must study a lot to __________ new things.
    Listening, __________, and practicing every day are keys to learning a language well.
    The more we listen and __________, the better we understand and speak the new language.
    ———————-

    Correct version:

    The text is about how people learn a language. We use our brain to listen to sounds and remember them. We imitate what we hear and learn from listening to others. Understanding pronunciation and phrases helps us speak better. We also need to study grammar and rules to make correct sentences. Learning sentences and words together helps us understand more. We must study a lot to remember new things. Listening, repeating, and practicing every day are keys to learning a language well. The more we listen and practice, the better we understand and speak the new language.
    #############

    Complete, words below:

    listen – evening – rules – like – listening –
    countries – practice – understand –
    difficult – pronunciation –
    notebook –
    watch

    ——————————

    Anna: Hello, Tom! What do you learn at school these days?

    Tom: I learn English, and I really __________ it.

    Anna: Why do you learn English?

    Tom: Because I want to travel and talk with people from other __________.

    Anna: How do you learn new words?

    Tom: I __________ to my teacher and repeat the words many times.

    Anna: Where do you study English?

    Tom: I study at school in the morning and at home in the __________.

    Anna: When do you practice speaking?

    Tom: I __________ speaking with my friends every day after class.

    Anna: Who helps you when you don’t __________ something?

    Tom: My teacher helps me and sometimes my older sister.

    Anna: What do you find __________ in English?

    Tom: Grammar is difficult, but I try to learn the _________ slowly.

    Anna: Which part of English do you like best?

    Tom: I like __________ because I can hear my progress.

    Anna: How do you remember new words and phrases?

    Tom: I write them in my __________ and read them every night before bed.

    Anna: How often do you listen to English songs or __________ English videos?

    Tom: I do it almost every day because it helps me learn from__________.
    —————————

    Correct version:

    Dialogue: Learning a Language

    Anna: Hello, Tom! What do you learn at school these days?
    Tom: I learn English, and I really like it.
    Anna: Why do you learn English?
    Tom: Because I want to travel and talk with people from other countries.
    Anna: How do you learn new words?
    Tom: I listen to my teacher and repeat the words many times.
    Anna: Where do you study English?
    Tom: I study at school in the morning and at home in the evening.
    Anna: When do you practice speaking?
    Tom: I practice speaking with my friends every day after class.
    Anna: Who helps you when you don’t understand something?
    Tom: My teacher helps me and sometimes my older sister.
    Anna: What do you find difficult in English?
    Tom: Grammar is difficult, but I try to learn the rules slowly.
    Anna: Which part of English do you like best?
    Tom: I like pronunciation because I can hear my progress.
    Anna: How do you remember new words and phrases?
    Tom: I write them in my notebook and read them every night before bed.
    Anna: How often do you listen to English songs or watch English videos?
    Tom: I do it almost every day because it helps me learn from listening.

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