• topic: seamless teamwork for a smooth front desk

At the front desk, we work as a team.
Good teamwork helps us solve problems and make guests happy.
Clear communication, respect, and knowing our tasks are very important.

Here are some points to help us work better together.

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Basics outlined

1. Clear Communication and Handovers

• Speak clearly and politely to your team.
• Give all important information when your shift ends.
• with every bullit point eg in 1. examples, structuredWrite notes about guest requests, room changes, or problems.
• Make sure the next person knows everything they need.

2. Role Clarity – Know Who Does What

• Everyone has a job at the front desk.
• Know your tasks and help others if needed.
• If you are not sure, ask politely.
• Respect everyone’s responsibilities.

3. Proactive Problem-Solving

• Think about what could go wrong and prepare.
• Fix small problems before they become big problems.
• For example, check if VIP rooms are ready before arrival.
• Always tell your team if there is an issue.

4. Respectful Collaboration

• Be kind and polite to your team members.
• Listen carefully to each other.
• Share ideas without arguing.
• Support each other, especially during busy times.

5. Daily Briefings and Shift Handovers

• Meet every morning or shift change to discuss plans.
• Share guest arrivals, departures, and special requests.
• Talk about VIP guests or guests with problems.
• This helps the team work smoothly together.

6. Effective Use of Tools

• Use the hotel software (PMS) to write notes and check information.
• Use internal messaging to talk to housekeeping, maintenance, or concierge.
• Always update the system so everyone knows the latest information.
• Double-check details to avoid mistakes.

7. Checking with Other Departments

• Talk to housekeeping about room readiness.
• Check with maintenance if there are any problems.
• Coordinate with concierge for guest requests.
• Keep all departments informed about changes.

8. Personal Action Plan

• Think about one thing you can do better today.
• It can be small, like leaving better notes or helping a colleague.
• Try to do it every day.
• Good teamwork helps guests and makes work easier.

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Basics in detail

What to Do	How to Do It / Examples
1. Clear Communication and Handovers	Speak clearly and politely: “Good morning, Mr. Smith, your room is ready.” / “Hello, Ms. Lee, I will help you with check-in.”Give all important information when your shift ends: “Room 502 VIP guest arrives at 3 PM; late check-out requested.” / “Guest in 305 requested extra towels.”Write notes about guest requests, room changes, or problems: Note in PMS: “Extra pillows for room 305.” / “Room 410 AC repaired.”Make sure the next person knows everything they need: Tell next shift: “Two rooms need cleaning before 2 PM.” / “Guest in 502 is waiting for late check-out.”
2. Role Clarity – Know Who Does What	Everyone has a job at the front desk: “I do check-ins; you call taxis.” / “I answer calls; you handle emails.”Know your tasks and help others if needed: Help with luggage while colleague checks in guests / Take reservations while colleague handles VIP guest.If you are not sure, ask politely: “Can you show me how to do a late check-out?” / “I am not sure about the guest request, can you help?”Respect everyone’s responsibilities: Don’t take over tasks assigned to others / Let the concierge handle restaurant bookings.
3. Proactive Problem-Solving	Think about what could go wrong and prepare: Check room readiness before guest arrival / Confirm transport arrangements for VIPs.Fix small problems before they become big problems: Replace a missing towel before guest notices / Fix minibar issue before guest complains.Example: check if VIP rooms are ready before arrival: Call housekeeping: “Room 502 ready for VIP guest?” / Check that welcome amenities are in place.Always tell your team if there is an issue: “Maintenance needed in room 305; AC not working.” / “Guest lost key; need replacement key card.”
4. Respectful Collaboration	Be kind and polite to your team members: “Can I help you with check-ins?” / “Good job handling that guest complaint.”Listen carefully to each other: Pay attention when a colleague explains a guest request / Repeat information to confirm understanding.Share ideas without arguing: Suggest a solution calmly: “We can move the guest to another room.” / “Maybe we can call housekeeping for extra help.”Support each other, especially during busy times: Help with luggage or check-ins when desk is full / Answer phone calls while colleague handles check-in.
5. Daily Briefings and Shift Handovers	Meet every morning or shift change to discuss plans: Quick meeting at 8 AM: “Today we have 3 VIP arrivals.” / “Shift change at 2 PM, brief on guest requests.”Share guest arrivals, departures, and special requests: “Room 410 late check-out, VIP guest in 502.” / “Guest in 305 has allergy request.”Talk about VIP guests or guests with problems: “Guest in 305 complained about AC; maintenance called.” / “VIP guest requests flowers in room 502.”This helps the team work smoothly together: Everyone knows the plan and tasks / Prevents mistakes and confusion.
6. Effective Use of Tools	Use the hotel software (PMS) to write notes and check information: Enter: “Room 410 cleaned and ready.” / “Guest requested wake-up call at 7 AM.”Use internal messaging to talk to housekeeping, maintenance, or concierge: “Housekeeping, room 502 ready?” / “Maintenance, AC fixed in room 305?”Always update the system so everyone knows the latest information: After fixing a problem: “Room 305 AC fixed.” / “Guest late arrival updated in PMS.”Double-check details to avoid mistakes: Check guest request list before arrival / Verify VIP amenities before guest check-in.
7. Checking with Other Departments	Talk to housekeeping about room readiness: “Is room 502 ready for VIP?” / “Room 410 cleaned?”Check with maintenance if there are any problems: “AC fixed in room 305?” / “Light in 402 replaced?”Coordinate with concierge for guest requests: “Taxi arranged for 3 PM.” / “Tickets for show booked for room 502.”Keep all departments informed about changes: “Guest changed arrival time to 2 PM.” / “Guest requested late check-out in 410.”
8. Personal Action Plan	Think about one thing you can do better today: “Write clearer notes for next shift.” / “Check VIP room amenities before arrival.”It can be small, like leaving better notes or helping a colleague: Help a colleague during check-in rush / Update PMS notes accurately.Try to do it every day: Make it a habit / Review guest requests at start of shift.Good teamwork helps guests and makes work easier: Smooth shifts make guests happy / Fewer mistakes mean less stress.

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Basics, dialogues

1. Clear Communication and Handovers

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Characters:

• Anna – finishing her shift
• Ben – starting his shift

Dialogue:

Anna: Hi Ben, good morning. I will tell you about the important things before you start.

Ben: Yes, please.

Anna: Room 502 VIP guest arrives at 3 PM. He wants late check-out.

Ben: Okay, got it. Room 502, VIP, late check-out at 3 PM.

Anna: Guest in room 305 asked for extra towels. I wrote it in the PMS.

Ben: Great, I will check the PMS.

Anna: Room 410 AC was fixed, and housekeeping cleaned the room.

Ben: Thank you. I know everything.

Anna: Also, two rooms need cleaning before 2 PM.

Ben: I will tell housekeeping. Thanks, Anna.

Anna: You’re welcome. Have a good shift!

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This dialogue shows:

• Speaking clearly and politely
• Giving all important information
• Writing notes in PMS
• Making sure the next person knows everything

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2. Role Clarity – Know Who Does What

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Characters:

• Sara – front desk staff
• Tom – front desk staff

Dialogue:

Sara: Hi Tom, can you help me with check-ins today?

Tom: Sure, Sara. I will answer phone calls and emails while you do the check-ins.

Sara: Great! And I will call housekeeping for room 502.

Tom: Okay. What if I am not sure about a guest request?

Sara: Ask me politely. For example: “Sara, can you help me with this request?”

Tom: Yes, I will do that.

Sara: Remember, I handle check-ins and you handle calls. We respect each other’s tasks.

Tom: Understood. I will not take over check-ins.

Sara: Perfect. Let’s work together and make it easy for guests.

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This dialogue shows:

• Knowing your tasks
• Helping others if needed
• Asking politely when unsure
• Respecting everyone’s responsibilities

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3. Proactive Problem-Solving:

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Characters:

• Lina – front desk staff
• Mark – front desk staff

Dialogue:

Lina: Hi Mark, I see a small problem. Room 305 AC is not working.

Mark: Oh no! What should we do?

Lina: I already called maintenance. They will fix it before the guest arrives.

Mark: Good idea. Any other issues?

Lina: Yes, VIP guest in room 502. We need to check the room and amenities before arrival.

Mark: Okay, I will check housekeeping and make sure everything is ready.

Lina: Great! Always tell the team about any problem.

Mark: I will. Thanks, Lina!

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This dialogue shows:

• Thinking ahead and preparing
• Fixing small problems before they become big
• Checking VIP rooms before arrival
• Always telling the team about issues

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4. Respectful Collaboration:

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Characters:

• Nina – front desk staff
• James – front desk staff

Dialogue:

Nina: Hi James, it is busy today. Can I help you with check-ins?

James: Yes, please. Thank you! I will answer the phone while you do check-ins.

Nina: Okay. And if you have an idea, tell me calmly.

James: Sure. For example, if a guest wants a room change, I will suggest a solution politely.

Nina: Perfect. Also, listen carefully to each other and support each other.

James: Yes, I will help you with luggage if it is needed.

Nina: Great teamwork! Guests will be happy.

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This dialogue shows:

• Being kind and polite to team members
• Listening carefully to each other
• Sharing ideas without arguing
• Supporting each other, especially during busy times

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5. Daily Briefings and Shift Handovers:

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Characters:

• Emma – front desk staff (ending shift)
• Liam – front desk staff (starting shift)

Dialogue:

Emma: Hi Liam, let me tell you the important things before your shift.

Liam: Yes, please.

Emma: Today, three VIP guests will arrive: rooms 502, 504, and 510.

Liam: Okay, got it. VIPs in 502, 504, 510.

Emma: Room 410 has a late check-out, and guest in 305 has a special request for extra towels.

Liam: Thank you. I will check the PMS for notes.

Emma: Guest in 305 had an AC problem yesterday. Maintenance fixed it.

Liam: Perfect. I know everything now.

Emma: Good! Daily briefings and shift handovers help the team work smoothly.

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This dialogue shows:

• Meeting every morning or shift change
• Sharing guest arrivals, departures, and special requests
• Talking about VIP guests or guests with problems
• Helping the team work smoothly together

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6. Effective Use of Tools:

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Characters:

• Mia – front desk staff
• Leo – front desk staff

Dialogue:

Mia: Hi Leo, let’s check the PMS before the guests arrive.

Leo: Okay. I see room 410 is ready.

Mia: Good. Also, guest in 502 requested extra pillows. I wrote it in PMS.

Leo: I see it. I will also update the system when the guest checks in.

Mia: Use the messaging system to talk to housekeeping and maintenance too.

Leo: Yes, I will. For example, I can message housekeeping: “Room 502 ready?” and maintenance: “AC fixed in room 305?”

Mia: Perfect! Always double-check details to avoid mistakes.

Leo: Got it! This helps the team and makes guests happy.

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This dialogue shows:

• Using hotel software (PMS) to write notes and check information
• Using internal messaging to communicate with housekeeping, maintenance, concierge
• Updating the system so everyone knows the latest information
• Double-checking details to avoid mistakes

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7. Checking with Other Departments:

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Characters:

• Olivia – front desk staff
• Ryan – front desk staff

Dialogue:

Olivia: Hi Ryan, let’s check with other departments before the VIP guest arrives.

Ryan: Okay. I will call housekeeping.

Olivia: Good. Ask: “Is room 502 ready for the VIP guest?”

Ryan: Done. Housekeeping says yes, the room is ready.

Olivia: Great. Now check with maintenance about room 305.

Ryan: I called maintenance. The AC is fixed.

Olivia: Perfect. Also, coordinate with concierge for guest requests.

Ryan: I arranged a taxi for the VIP guest at 3 PM.

Olivia: Excellent! Keep all departments informed if something changes.

Ryan: I will. This will help the guest and the team.

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This dialogue shows:

• Talking to housekeeping about room readiness
• Checking with maintenance if there are problems
• Coordinating with concierge for guest requests
• Keeping all departments informed about changes

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8. Personal Action Plan:

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Characters:

• Sophie – front desk staff
• Daniel – front desk staff

Dialogue:

Sophie: Hi Daniel, today I want to do one thing better.

Daniel: What is it?

Sophie: I will write clearer notes for the next shift.

Daniel: That’s good. I will help by checking VIP room amenities before arrival.

Sophie: Yes! Small actions like this make our teamwork stronger.

Daniel: I will try to do one thing better every day.

Sophie: Great! Good teamwork helps guests and makes our work easier.

Daniel: I agree. Let’s do it!

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This dialogue shows:

• Thinking about one thing to do better today
• Doing small actions like better notes or helping a colleague
• Trying to do it every day
• Understanding that good teamwork helps guests and makes work easier

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Dialogue about teamwork at the front desk – with supervisor listening:

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Characters:

• Anna – front desk staff
• Ben – front desk staff

Dialogue:

Anna: Hi Ben, good morning! Let’s go through everything before we start the shift.

Ben: Good morning, Anna. Yes, that’s a good idea.

Anna: Okay, first, Room 502 VIP guest arrives at 3 PM. He asked for a late check-out. Room 305 requested extra towels, and Room 410 AC is fixed and ready.

Ben: Great. I will also check the PMS for all the guest notes.

Anna: Perfect. This is part of clear communication and handovers. We write notes, tell each other important information, and make sure nothing is missed.

Ben: Yes, that makes everything easier for both of us.

Anna: Next, role clarity. We both know our tasks. I will handle the check-ins, and you can answer phone calls and emails.

Ben: And we help each other if needed.

Anna: Exactly. If one of us is not sure about something, we ask politely. Like: “Can you show me how to do this request?”

Ben: Yes, that works.

Anna: Proactive problem-solving is also important. We should check rooms and fix small problems before they become big.

Ben: For example, checking the VIP room and making sure the welcome amenities are ready.

Anna: Yes. And if there is a problem, we tell the team immediately. Like if maintenance is needed, we inform each other and the team.

Ben: Got it.

Anna: Respectful collaboration is very important too. We need to be kind and polite, listen carefully, share ideas without arguing, and support each other when it’s busy.

Ben: I can help with luggage or call taxis while you handle check-ins.

Anna: And I can help answer guest questions while you take reservations.

Ben: Exactly.

Anna: We also have daily briefings and shift handovers. Every morning or shift change, we talk about arrivals, departures, and special requests.

Ben: That way, everyone knows the plan, and we avoid mistakes.

Anna: Right. Using tools like PMS and internal messaging is also key. We write notes in PMS, message housekeeping or maintenance if needed, and always update the system.

Ben: Double-checking details helps prevent mistakes too.

Anna: Correct. Another point is checking with other departments. We talk to housekeeping, maintenance, and concierge for guest requests.

Ben: For example, asking housekeeping if the VIP room is ready or confirming the taxi for a guest.

Anna: Yes. And we always keep everyone informed if something changes, like guest arrival times.

Ben: That makes everything smoother for guests and for us.

Anna: Finally, personal action plan. Every day we can think of one thing to do better.

Ben: Like today, I will write clear notes for the next shift and check VIP room amenities.

Anna: And I will check all late check-outs and make sure rooms are ready for arrivals.

Ben: Perfect! Small actions every day make teamwork stronger.

Anna: Yes. Good teamwork makes guests happy and our work easier.

Ben: I agree! Let’s have a smooth shift today.

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Vocabulary:

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• Clear communication – Speaking or writing so that everyone understands easily.
• Handover (hotel) – Telling the next shift everything they need to know.
• Role clarity (in job) – Knowing exactly what your job is and what other people do.
• Proactive problem-solving – Finding and fixing problems before they become big.
• Amenities (in hotel) – Things in the hotel for guests, like towels, shampoo, or a pool.
• Immediately – Right away, without waiting.
• Maintenance (hotel) – Fixing things in the hotel, like AC, lights, or plumbing.
• Respectful collaboration – Working together politely and kindly with your team.
• Daily briefings – Short meetings every day to share important information.
• Shift change (in hotel) – When one team ends work and another team starts.
• To avoid mistakes – Doing something carefully so nothing goes wrong.
• To update a system – Writing new information in the computer system.
• To prevent mistakes – Acting in a way that stops problems before they happen.
• Department (in a hotel) – A part of the hotel, like housekeeping, front desk, or maintenance.
• Concierge – Hotel staff who help guests with taxis, tickets, or information.
• To confirm the taxi – Checking that the taxi is ready for the guest.
• Personal action plan – A small plan of what you will do better today at work.

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An Analysis:
A Look at the Hotel Team’s Morning Talk

This is a conversation between Anna and Ben. They both work at the front desk of a 5-star hotel. Anna is finishing her shift, and Ben is starting his. They talk about the work for the day. This talk is very important for a good shift.

Main Points of Their Conversation

1. Sharing Information Clearly
   
   First, Anna tells Ben the important news. She talks about a VIP guest who will arrive later, a room that needs more towels, and a room where the air conditioner is now fixed. Ben says he will also check the computer system (called PMS) to read all the notes about guests. They both agree: writing notes and talking to each other helps them forget nothing.
   
2. Knowing Your Job and Helping
   
   Anna and Ben decide who will do which job. Anna will handle guest check-ins. Ben will answer the phone and emails. But they also promise to help each other. If one person does not know how to do something, they will ask politely. For example, they can say, „Can you show me how to do this?“
   
3. Finding Problems Early
   
   They talk about being proactive. This means they should look for small problems and fix them before they become big problems. For example, they will check the VIP room to make sure the welcome gift is there. If they see a problem, they will tell the team immediately.
   
4. Working Together with Respect
   
   Anna says that being kind and polite is very important. They must listen to each other carefully. They should share ideas without arguing. When the hotel is very busy, they will support each other. Ben can help a guest with luggage while Anna is busy with a check-in.
   
5. Talking to Other Hotel Departments
   
   The front desk does not work alone. Anna and Ben say they must talk to other teams in the hotel. They will talk to housekeeping (for clean rooms), maintenance (for fixing things), and the concierge (for taxis or information). This makes everything smoother for the guests.
   
6. A Plan to Improve Every Day
   
   Finally, they make a personal plan. Every day, they will think of one thing they can do better. Today, Ben will write very clear notes for the next shift and check the VIP room. Anna will double-check all the late check-outs. Small actions like this make the team stronger.
   

About Anna and Ben

• Anna:
  She is experienced and organized. She leads the conversation well. She wants to make sure that she and Ben are a good team. She knows that good teamwork makes guests happy.
• Ben:
  He is a good listener. He agrees with Anna’s ideas and also adds his own thoughts. He is ready to work hard and help his team.
  
  

Conclusion: Why This is a Good Talk

This conversation is a perfect example for a 5-star hotel. It is not just a list of tasks. It is a talk about how to work well together. Because of this talk, Anna and Ben will have a smooth shift. They will avoid mistakes, solve problems early, and most importantly, make the guests feel happy and well-cared for.

• communication: simple words for actions and feelings

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1. Feelings and Emotions

a. Happiness / Positive Feelings

• feel happy / glad / joyful / pleased
• be happy / cheerful / excited
• smile / grin / beam
• laugh / giggle
• be relaxed / calm
• enjoy / like / love
• have fun / have a good time
• be proud of / feel proud
• be satisfied / content

b. Sadness / Negative Feelings

• feel sad / unhappy / upset
• cry / weep
• be lonely / feel alone
• miss someone / something
• feel disappointed / sorry
• be tired / bored / frustrated
• sigh / moan
• feel bad / ashamed

c. Anger / Frustration

• feel angry / mad / annoyed / upset
• shout / yell / scream
• get angry / lose your temper
• argue / fight / disagree
• glare / scowl / frown
• complain / protest
• be frustrated / irritated

d. Fear / Anxiety

• feel afraid / scared / nervous / worried
• tremble / shake
• hide / run away / escape
• panic / be surprised / shocked
• freeze / stop / hesitate
• worry about / fear for

e. Love / Affection / Friendship

• love / like / care for / adore
• hug / hold / kiss / cuddle
• help / support / trust
• miss someone / think of someone
• be friends with / play with / share with
• smile at / greet warmly

f. Surprise / Excitement

• be surprised / shocked / amazed / excited
• gasp / say “wow” / shout in surprise
• raise eyebrows / open eyes wide
• jump / clap / cheer
• notice / see something unexpected

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2. Thoughts / Mental Actions

a. Thinking / Understanding

• think / imagine / dream
• know / understand / remember
• learn / study / find out
• guess / suppose / consider
• believe / hope / wish

b. Deciding / Planning

• decide / choose / prefer
• want / like / need / hope
• plan / prepare / try
• agree / refuse / say yes / say no

c. Remembering / Forgetting

• remember / forget
• recall / remind
• think back / look back
• notice / recognize
  
  ——–end of audio———-

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3. Communication / Talking / Social Actions

a. Speaking / Talking

• say / tell / ask / answer
• shout / yell / scream
• whisper / talk quietly
• explain / describe / announce
• order / request / invite
• greet / say hello / say goodbye

b. Expressing Feelings

• say sorry / apologize
• thank / congratulate
• complain / promise
• agree / disagree / argue
• tell the truth / lie

c. Listening / Understanding Others

• listen / hear / pay attention
• answer / respond / repeat
• ask questions / check
• agree / disagree

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4. Physical Reactions / Body Language

• smile / laugh / cry / sigh
• frown / scowl / shake head
• wave / clap / jump
• nod / shake head / point
• hug / hold / touch / shake hands
• run / walk / sit / stand / lie down

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Try to memorize these:

Verb / Phrase	Meaning (A1 Level)
feel happy	to have a good and pleasant feeling
feel glad	to feel good about something
feel joyful	to feel very happy
feel pleased	to feel happy and satisfied
be happy	to feel good and smile
be cheerful	to feel good and act friendly
be excited	to feel very happy and energetic
smile	to make a happy face with your mouth
grin	to smile widely
beam	to show happiness on your face
laugh	to make a happy sound
giggle	to laugh in a small, quiet way
be relaxed	to feel calm and not worried
be calm	to feel peaceful
enjoy	to like something and feel happy doing it
like	to feel good about something
love	to feel very good about something or someone
have fun	to do something enjoyable
have a good time	to enjoy yourself
be proud of	to feel happy about something you did
feel proud	to feel good about yourself
be satisfied	to feel happy with something
be content	to feel calm and happy
feel sad	to feel unhappy
feel unhappy	to feel bad inside
feel upset	to feel unhappy or worried
cry	to let tears fall from your eyes
weep	to cry
be lonely	to feel alone
feel alone	to feel without friends
miss someone	to feel sad because someone is not there
miss something	to feel sad because something is gone
feel disappointed	to feel unhappy because something went wrong
feel sorry	to feel bad for someone or yourself
be tired	to feel weak or need rest
be bored	to feel unhappy because nothing is interesting
be frustrated	to feel unhappy because you cannot do something
sigh	to breathe out slowly when unhappy
moan	to make a low sound when unhappy
feel bad	to feel unhappy or guilty
feel ashamed	to feel bad about yourself
feel angry	to feel mad
feel mad	to feel angry
feel annoyed	to feel irritated
feel upset	to feel unhappy and angry
shout	to speak loudly because of anger or excitement
yell	to shout loudly
scream	to shout very loudly
get angry	to start feeling mad
lose your temper	to suddenly get very angry
argue	to speak angrily with someone
fight	to fight physically or argue
disagree	to have a different opinion
glare	to look at someone angrily
scowl	to frown and show anger
frown	to move your eyebrows to show anger or sadness
complain	to say you are unhappy about something
protest	to say you do not agree
be frustrated	to feel angry because you cannot do something
be irritated	to feel annoyed
feel afraid	to feel scared
feel scared	to feel fear
feel nervous	to feel worried or tense
feel worried	to feel unhappy or afraid about something
tremble	to shake because of fear
shake	to move quickly back and forth
hide	to go somewhere so others cannot see you
run away	to go away quickly because of fear
escape	to get away from danger
panic	to feel very afraid and confused
be surprised	to feel something unexpected
be shocked	to feel very surprised or upset
freeze	to stop moving because of fear
stop	to not move or act
hesitate	to wait before doing something
worry about	to feel nervous about something
fear for	to feel afraid something bad will happen
love	to feel very good about someone or something
like	to feel good about something or someone
care for	to feel concern or love for someone
adore	to love very much
hug	to hold someone in your arms
hold	to put your hands on or around someone
kiss	to touch with lips to show love
cuddle	to hold someone in a loving way
help	to do something for someone
support	to help or encourage
trust	to believe someone is good and honest
miss someone	to feel sad because someone is not there
think of someone	to have someone in your thoughts
be friends with	to have a friend
play with	to do games or fun activities together
share with	to give part of something to someone
smile at	to smile to someone
greet warmly	to say hello in a friendly way
be surprised	to feel something unexpected
be shocked	to feel very surprised or upset
be amazed	to feel very surprised
be excited	to feel very happy and energetic
gasp	to breathe in quickly because of surprise
say “wow”	to express surprise
shout in surprise	to make a loud sound because of surprise
raise eyebrows	to move eyebrows up in surprise
open eyes wide	to open eyes more than usual in surprise
jump	to move up suddenly
clap	to hit your hands together
cheer	to shout happily
notice	to see something
see something unexpected	to find something surprising
think	to use your mind
imagine	to see something in your mind
dream	to see something in your mind when awake or asleep
know	to have information
understand	to know what something means
remember	to keep something in your mind
learn	to get new knowledge
study	to look at information carefully
find out	to learn something
guess	to try to answer without knowing
suppose	to think something is true
consider	to think carefully
believe	to think something is true
hope	to want something to happen
wish	to want something
decide	to choose
choose	to pick one thing
prefer	to like one thing more than another
want	to need or like something
need	to require something
plan	to decide what to do
prepare	to get ready
try	to make an effort
agree	to say yes
refuse	to say no
say yes	to agree
say no	to disagree
remember	to keep something in mind
forget	to not remember
recall	to remember
remind	to help someone remember
think back	to remember the past
look back	to remember the past
notice	to see or understand
recognize	to know someone or something
say	to speak words
tell	to give information
ask	to want information
answer	to respond to a question
whisper	to speak quietly
talk quietly	to speak softly
explain	to make something clear
describe	to tell what something is like
announce	to say publicly
order	to tell someone to do something
request	to ask politely
invite	to ask someone to come
greet	to say hello
say hello	to greet
say goodbye	to leave
say sorry	to apologize
apologize	to say sorry
thank	to show thanks
congratulate	to say well done
complain	to say you are unhappy
promise	to say you will do something
tell the truth	to say what is real
lie	to say something not true
listen	to hear and pay attention
hear	to notice sound
pay attention	to look and listen carefully
respond	to answer
repeat	to say again
ask questions	to want information
check	to see if correct
smile	to show happiness
laugh	to make a happy sound
cry	to let tears fall
sigh	to breathe out slowly
frown	to show unhappiness
scowl	to show anger
shake head	to say no
wave	to move hand to say hello or goodbye
clap	to hit hands together
jump	to move up suddenly
nod	to move head up and down for yes
point	to show direction with finger
hug	to hold someone
hold	to take in hands or arms
touch	to put hand on something
shake hands	to hold hands as greeting
run	to move fast
walk	to move slowly
sit	to rest on chair or ground
stand	to be on feet
lie down	to rest on ground or bed

---

____________________

Download PDF

• body talks: simple words for actions and feelings

---

1. Head & Neck

• nod – move your head up and down to say “yes”
• shake head – move your head side to side to say “no”
• tilt head – move your head to the side
• bow head – lower your head to show respect or sorry
• lift head – raise your head up
• turn head – move your head left or right
• scratch head – touch your head when confused
• jerk head – move your head quickly
• lean head – move your head forward or to the side
• shake head slowly – move head slowly to show regret or sadness

---

2. Face

• smile – move your mouth to show happiness
• grin – a big smile
• frown – move your eyebrows and mouth to show sadness or anger
• pout – push your lips forward when unhappy
• blush – your cheeks turn red when embarrassed
• wrinkle forehead – make lines on your forehead when worried or confused
• raise eyebrows – move eyebrows up to show surprise
• lower eyebrows – move eyebrows down to show anger or concentration
• open mouth – make your mouth open
• close mouth – shut your mouth

---

3. Eyes

• look – use your eyes to see something
• watch – look at something for a time
• stare – look at something for a long time
• blink – close and open your eyes quickly
• wink – close one eye quickly to show a message
• close eyes – shut your eyes
• open eyes wide – make your eyes big
• look up – move your eyes to something above
• look down – move your eyes to something below
• look around – move your eyes to see different things
• look away – move your eyes to another place
• squint – close your eyes a little to see better

---

4. Mouth & Lips

• smile – make your mouth show happiness
• laugh – make a sound because you are happy or funny
• cry – let tears come from your eyes
• bite lip – put your teeth on your lip
• kiss – touch someone with your lips to show love
• blow a kiss – send a kiss from your hand
• gasp – take a quick, surprised breath
• chew – move your mouth to eat
• yawn – open your mouth wide because you are tired
• pucker lips – make lips round
  
  

————end of audio————–

---

5. Hands & Arms

• wave – move your hand to say hello or goodbye
• clap – hit your hands together to show happiness or support
• shake hands – hold and move someone’s hand to greet
• point – show something with your finger
• touch – put your hand on something
• hold hands – put your hand in someone else’s hand
• raise hands – lift your hands up
• fold arms – put your arms over your chest
• cross arms – put one arm over the other
• hit – touch someone with force
• slap – hit someone with your hand
• push – move something away with your hand
• pull – move something toward you
• rub hands – move your hands together
• cover face with hands – hide your face with your hands
• tap fingers – hit something quickly with your fingers

---

6. Torso & Shoulders

• stand up – move from sitting to standing
• sit down – move from standing to sitting
• lean forward – move your body a little forward
• lean back – move your body a little backward
• shrug shoulders – lift and drop your shoulders to show “I don’t know”
• bend – move your body down
• straighten up – make your body straight
• twist body – turn your upper body
• hunch shoulders – lift shoulders up because of worry or cold
• relax shoulders – make shoulders loose

---

7. Legs & Feet

• walk – move on your feet slowly
• run – move on your feet quickly
• jump – move up into the air
• kick – hit with your foot
• step back – move one foot backward
• step forward – move one foot forward
• sit with legs crossed – put one leg over the other when sitting
• stand on toes – put your weight on your toes
• tap foot – hit the floor with your foot
• shake legs – move your legs quickly
• bend knees – move your knees down
• stretch legs – make your legs long
• kick lightly – move foot forward gently

---

——————end of audio————–

8. Whole Body / Reactions

• hug – put your arms around someone
• shake – move your body quickly
• jump – move up from the ground
• fall – go down to the ground
• lie down – put your body flat on the ground or bed
• lean – put your body against something
• shiver – shake because you are cold or scared
• move slowly – go without speed
• move quickly – go fast
• turn around – move your body to the other side
• bend down – move your body down
• stretch – make your body long
• sway – move your body side to side
• flinch – move back quickly because of surprise or pain
• step aside – move your body to the side

---

##################
PDF for download

###########

---

Body Language Stories

Story 1: Morning Routine

Anna wakes up and stretches. She yawns, blinks, and scratches her head. She smiles at the sun and leans forward to open the window. She stands up, walks to the bathroom, looks at herself in the mirror, pouts, and blows a kiss to her reflection. Then she shrugs her shoulders and sits down for breakfast. She chews her food and swallows carefully. After eating, she stands up, raises her hands, waves at the cat, and runs outside.

---

Story 2: At School

Tom walks into the classroom and looks around. He waves at his friend and smiles. The teacher nods at him and points to the board. Tom sits down, crosses his arms, and looks up at the teacher. He blinks, tilts his head, and shrugs his shoulders because he doesn’t understand. Then he raises his hand, stands up, and runs to the teacher to ask a question. After class, Tom waves goodbye and hugs his friend.

---

Story 3: At the Park

Lina walks in the park and looks around. She points at a bird and laughs. She runs to the swing and jumps on it. Her brother claps and shakes hands. Lina waves at a dog and covers her face with her hands when it barks loudly. She bites her lip, blinks, and tilts her head. Then she stands on her toes to see the fountain and sways her body from side to side. Finally, she hugs her brother and smiles.

---

Story 4: At Home

Mike sits down on the sofa and crosses his legs. He leans back, blinks, and scratches his head. He looks up at the ceiling and shrugs his shoulders. He taps his foot and moves his legs quickly because he is excited. Mike stands up, turns around, and leans forward to pick up a book. He reads, chews a snack, and yawns. Then he waves at his sister, hugs her, and smiles. He bends down to pet the dog and pats it gently.

---

—————end of audio———–

Story 5: At the Playground

Sara runs to the slide and jumps onto it. She waves at her friends and laughs loudly. She points at the swing and says something to her brother. He stands up, claps, and shakes hands with a friend. Sara leans forward to grab the rope, sways her body, and bites her lip because it’s a little scary. She looks down, blinks, and hugs her brother for courage. After that, she smiles, winks, and walks to the sandbox.

---

Story 6: Family Evening

In the living room, Dad sits down on the sofa and crosses his arms. Mom stands up, folds her arms, and looks around the room. The children run to their toys, jump, and shake legs excitedly. Grandpa leans back in his chair and taps fingers on the table. Grandma smiles, blushes, and waves at the children. Everyone hugs and laughs together. Dad shrugs shoulders and stands up to bring snacks. The family sways gently as they dance to music, and the children blink, pucker lips, and giggle happily.

---

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

Do not look back at the story.
First, try to remember the words and what happened.
Then read each sentence and decide:
true or false!

Try to understand every sentence — this will help you learn and remember the new body language words!

Story 1: Morning Routine

Anna wakes up and stretches. She yawns, blinks, and scratches her head. She smiles at the sun and leans forward to open the window. She stands up, walks to the bathroom, looks at herself in the mirror, pouts, and blows a kiss to her reflection. Then she shrugs her shoulders and sits down for breakfast. She chews her food and swallows carefully. After eating, she stands up, raises her hands, waves at the cat, and runs outside.
———————-

---

1. Anna waves at the cat and runs outside.
2. She frowns at the sun.
3. Anna blinks her eyes after waking up.
4. She pouts at the cat.
5. Anna yawns when she wakes up.
6. She chews her breakfast and swallows carefully.
7. Anna shrugs her shoulders after looking in the mirror.
8. She blows a kiss to her reflection.
9. Anna laughs at the sun.
10. She scratches her head because she is confused.
11. Anna stands up and walks to the bathroom.
12. She points at the window.
13. Anna smiles at the sun.
14. She covers her face with her hands at breakfast.

________________
True: 1,3,5,6,7,8,10,11,13

---

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

Story 2:

Story 2: At School

Tom walks into the classroom and looks around. He waves at his friend and smiles. The teacher nods at him and points to the board. Tom sits down, crosses his arms, and looks up at the teacher. He blinks, tilts his head, and shrugs his shoulders because he doesn’t understand. Then he raises his hand, stands up, and runs to the teacher to ask a question. After class, Tom waves goodbye and hugs his friend.

---

1. Tom walks into the classroom and looks around.
2. He waves at his friend and smiles.
3. The teacher shakes hands with Tom.
4. Tom sits down and crosses his arms.
5. He looks up at the teacher.
6. Tom blinks, tilts his head, and shrugs his shoulders because he understands everything.
7. He raises his hand to ask a question.
8. Tom runs to the teacher after raising his hand.
9. After class, Tom waves goodbye.
10. He hugs his friend.
11. The teacher pouts at Tom.
12. Tom yawns during class.
13. He points at the board while asking the question.
14. Tom blushes when the teacher talks to him.

___________________
True: 1,2,4,5,7,8,9,10

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

---

Story 3: At the Park

Lina walks in the park and looks around. She points at a bird and laughs. She runs to the swing and jumps on it. Her brother claps and shakes hands. Lina waves at a dog and covers her face with her hands when it barks loudly. She bites her lip, blinks, and tilts her head. Then she stands on her toes to see the fountain and sways her body from side to side. Finally, she hugs her brother and smiles.

---

1. Lina walks in the park and looks around.
2. She points at a bird and laughs.
3. Lina runs to the swing and jumps on it.
4. Her brother claps and shakes hands.
5. Lina waves at a dog and covers her face with her hands when it barks.
6. She bites her lip, blinks, and tilts her head.
7. Lina stands on her toes to see the fountain.
8. She sways her body from side to side.
9. Lina hugs her brother.
10. She smiles.
11. Lina pouts at the bird.
12. Her brother runs away from the park.
13. Lina blinks and waves at the fountain.
14. She jumps over a bench.

_____________________
True: 1,2,3,4,5,6,7,8,9,10

---

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

Story 4: At Home

Mike sits down on the sofa and crosses his legs. He leans back, blinks, and scratches his head. He looks up at the ceiling and shrugs his shoulders. He taps his foot and moves his legs quickly because he is excited. Mike stands up, turns around, and leans forward to pick up a book. He reads, chews a snack, and yawns. Then he waves at his sister, hugs her, and smiles. He bends down to pet the dog and pats it gently.

______________________

---

1. Mike jumps on the sofa.
2. He stands up, turns around, and leans forward to pick up a book.
3. Mike reads a book.
4. He chews a snack and yawns.
5. Mike points at the dog.
6. Mike waves at his sister.
7. He bends down to pet the dog.
8. Mike leans back, blinks, and scratches his head.
9. Mike shrugs his shoulders.
10. He hugs his sister.
11. Mike sways his body from side to side.
12. Mike sits down on the sofa and crosses his legs.
13. Mike taps his foot and moves his legs quickly because he is excited.
14. Mike looks up at the ceiling.

True: 2,4,6,7,8,10,12,14

---

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

Fill in the blanks, verbs below:

smiles – waves – blinks – nods – shakes –
points – crosses – raises – hugs –
jumps – yawns – tilts – claps –
shrugs – walks – runs –
looks – sits –
stands –
bends

---

1. Anna __________ at her friend to say hello.
2. She __________ when she sees a puppy.
3. Tom __________ his hand to ask a question.
4. The teacher __________ his head to say yes.
5. Mike __________ his head when he says no.
6. The boy __________ his shoulders when he doesn’t know.
7. The little girl __________ when she is sleepy.
8. He __________ his arms when he is angry.
9. They __________ after class to say goodbye.
10. She __________ her head to look at the sky.
11. The children __________ when they are happy.
12. The man __________ at the picture on the wall.
13. The class __________ after the show.
14. He __________ his eyes because the light is bright.
15. The woman __________ to the door slowly.
16. The dog __________ around the garden.
17. The boy __________ at the ball.
18. The girl __________ on the chair.
19. The man __________ near the window.
20. The old lady __________ down to pick up a flower.

___________________
Correct version:

---

1. Anna waves at her friend to say hello.
2. She smiles when she sees a puppy.
3. Tom raises his hand to ask a question.
4. The teacher nods his head to say yes.
5. Mike shakes his head when he says no.
6. The boy shrugs his shoulders when he doesn’t know.
7. The little girl yawns when she is sleepy.
8. He crosses his arms when he is angry.
9. They hug after class to say goodbye.
10. She tilts her head to look at the sky.
11. The children jump when they are happy.
12. The man points at the picture on the wall.
13. The class claps after the show.
14. He blinks his eyes because the light is bright.
15. The woman walks to the door slowly.
16. The dog runs around the garden.
17. The boy looks at the ball.
18. The girl sits on the chair.
19. The man stands near the window.
20. The old lady bends down to pick up a flower.

---

• from smiles to service: the keys to success

Before starting with this text, do that one first.
Learn the vocabulary and get familiar with past simple.

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

Meet Nara.
She worked in a big hotel as a waitress.
Now she is an assistant manager in a nice restaurant.
She remembers her first job.
She learned many things.
Some things were important then,
and they are still important today.

---

______________________

I had many good skills as a waitress. I was friendly and kind. I always smiled and said hello to the guests. This made people feel happy and welcome.

I talked in a clear and nice way. I listened to guests carefully. When people asked for food or drinks, I understood what they wanted. I brought the food on time and checked if everything was okay.

I knew the menu very well. I could tell guests what food and drinks were good. If guests had questions, I answered them.

I was clean and organized. I kept the tables nice and tidy. I also helped my coworkers when they were busy. Working together made the job easier.

Sometimes there were problems. Maybe a guest got the wrong food, or the restaurant was full. I stayed calm and polite. I said sorry and tried to fix the problem.

I worked hard every day. I smiled, listened, and helped people. The guests felt happy and wanted to come back again.

In the end, I made the restaurant a happy place for everyone.

---

_______________
a bit slower version, listen again, see if you understand!

______________

Verbs, infinitive and (past):

---

• to have (had)
• to be (was / were)
• to smile (smiled)
• to say (said)
• to make (made)
• to talk (talked)
• to listen (listened)
• to ask (asked)
• to understand (understood)
• to want (wanted)
• to bring (brought)
• to check (checked)
• to know (knew)
• to tell (told)
• to answer (answered)
• to keep (kept)
• to help (helped)
• to stay (stayed)
• to try (tried)
• to fix (fixed)
• to work (worked)
• to feel (felt)
• to come (came)

---

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

True or false?

---

1. Nara worked as a waitress in a big hotel.
2. She always shouted at the guests.
3. She smiled and said hello to people.
4. Nara did not know the menu.
5. She listened carefully to the guests.
6. She brought food on time.
7. The tables were always dirty.
8. Nara helped her coworkers when it was busy.
9. She stayed calm and polite when problems happened.
10. Guests wanted to go away after meeting her.
11. She worked hard every day.
12. Nara answered questions from guests.
13. She was lazy and never helped others.
14. The restaurant became a happy place because of her.
15. Nara made the guests feel happy.
16. She forgot all the orders.
17. She kept the tables tidy.
18. Nara ran very fast to the kitchen.
19. Working together with others helped everyone.
20. She always felt angry at the guests.

---

_________________
Answers:
1T, 2F, 3T, 4F, 5T, 6T, 7F, 8T,
9T, 10F, 11T, 12T, 13F, 14T, 15T,
16F, 17T, 18F, 19T, 20F
_________________

Correct version – if necessary, check how to give short answers in past simple – more info on past simple => 😦link🥰:

Sample Questions	Short Answer (Affirmative)	Short Answer (Negative)
Did I pass the test?	Yes, you did.	No, you didn’t.
Did you need a pen?	Yes, I did.	No, I didn’t.
Did you both like the movie?	Yes, we did.	No, we didn’t.
Did they finish their dinner?	Yes, they did.	No, they didn’t.
Did he have a good time?	Yes, he did.	No, he didn’t.
Did she want to leave early?	Yes, she did.	No, she didn’t.
Did we have blue shirts?	Yes, we did.	No, we didn’t.

1. Nara worked as a waitress in a big hotel. – Yes, she did.
2. She always shouted at the guests. – No, she didn’t. She said hello to the guests.
3. She smiled and said hello to people. – Yes, she did.
4. Nara did not know the menu. – Yes, she did. She knew the menu.
5. She listened carefully to the guests. – Yes, she did.
6. She brought food on time. – Yes, she did.
7. The tables were always dirty. – No, they were not. She kept the tables always tidy.
8. Nara helped her coworkers when it was busy. – Yes, she did.
9. She stayed calm and polite when problems happened. – Yes, she did.
10. Guests did not want to come back after meeting her. – Yes, they did. They wanted to come back.
11. She worked hard every day. – Yes, she did.
12. Nara answered questions from guests. – Yes, she did.
13. She was lazy and never helped others. – No, she was not. She helped her coworkers.
14. The restaurant became a happy place because of her. – Yes, it did.
15. Nara made the guests feel happy. – Yes, she did.
16. She forgot all the orders. – No, she did not. She remembered all the orders.
17. She kept the tables tidy. – Yes, she did.
18. Nara did not run very fast to the kitchen. – No, she did not. She worked calmly.
19. Working together with others helped everyone. – Yes, it did.
20. She always felt angry at the guests. – No, she did not. She stayed calm and polite.

---

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

Past simple, negation, question, negative question:

---

1. Nara smiled at the guests.
   
   YOU WRITE:
   a) Nara did not smile at the guests.
   b) Did Nara smile at the guests?
   c) Didn’t Nara smile at the guests?
   
2. Nara listened carefully to the guests.
   a) ________________________
   b) ________________________
   c) ________________________
   
3. Nara knew the menu well.
   a) ________________________
   b) ________________________
   c) ________________________
   
4. Nara brought the food on time.
   a) ________________________
   b) ________________________
   c) ________________________
   
5. Nara kept the tables tidy.
   a) ________________________
   b) ________________________
   c) ________________________
   
6. Nara helped her coworkers.
   a) ________________________
   b) ________________________
   c) ________________________
   
7. Nara stayed calm and polite.
   a) ________________________
   b) ________________________
   c) ________________________
   
8. Nara worked hard every day.
   a) ________________________
   b) ________________________
   c) ________________________
   
9. Nara answered questions from guests.
   a) ________________________
   b) ________________________
   c) ________________________
   
10. Nara made the guests feel happy.
    a) ________________________
    b) ________________________
    c) ________________________

---

---

———————————–
Correct version:

---

1. Nara smiled at the guests.
   a) Nara did not smile at the guests.
   b) Did Nara smile at the guests?
   c) Didn’t Nara smile at the guests?
2. Nara listened carefully to the guests.
   a) Nara did not listen carefully to the guests.
   b) Did Nara listen carefully to the guests?
   c) Didn’t Nara listen carefully to the guests?
3. Nara knew the menu well.
   a) Nara did not know the menu well.
   b) Did Nara know the menu well?
   c) Didn’t Nara know the menu well?
4. Nara brought the food on time.
   a) Nara did not bring the food on time.
   b) Did Nara bring the food on time?
   c) Didn’t Nara bring the food on time?
5. Nara kept the tables tidy.
   a) Nara did not keep the tables tidy.
   b) Did Nara keep the tables tidy?
   c) Didn’t Nara keep the tables tidy?
6. Nara helped her coworkers.
   a) Nara did not help her coworkers.
   b) Did Nara help her coworkers?
   c) Didn’t Nara help her coworkers?
7. Nara stayed calm and polite.
   a) Nara did not stay calm and polite.
   b) Did Nara stay calm and polite?
   c) Didn’t Nara stay calm and polite?
8. Nara worked hard every day.
   a) Nara did not work hard every day.
   b) Did Nara work hard every day?
   c) Didn’t Nara work hard every day?
9. Nara answered questions from guests.
   a) Nara did not answer questions from guests.
   b) Did Nara answer questions from guests?
   c) Didn’t Nara answer questions from guests?
10. Nara made the guests feel happy.
    a) Nara did not make the guests feel happy.
    b) Did Nara make the guests feel happy?
    c) Didn’t Nara make the guests feel happy?

---

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

Multiple choice, one answer correct:

---

1. Where did Nara work first?
   a) In a big hotel
   b) In a school
   c) In a shop
2. How did Nara greet the guests?
   a) She ignored them
   b) She smiled and said hello
   c) She shouted at them
3. What did Nara do when guests asked for food?
   a) She left them waiting
   b) She gave the wrong food
   c) She understood what they wanted
4. Did Nara know the menu?
   a) She sometimes forgot
   b) She knew it well
   c) She did not know it
5. What did Nara do if the restaurant was busy?
   a) She helped her coworkers
   b) She got angry
   c) She left the job
6. How did Nara keep the tables?
   a) Dirty
   b) Tidy and clean
   c) Empty
7. How did Nara feel when problems happened?
   a) Angry
   b) Calm and polite
   c) Sad
8. Did guests want to come back to the restaurant?
   a) They were not sure
   b) They wanted to come back
   c) They left
9. How did Nara work every day?
   a) Lazily
   b) Hard
   c) Slowly
10. What could Nara do when guests had questions?
    a) Ask someone else
    b) Ignore them
    c) Answer them
11. How did Nara make the restaurant?
    a) A busy place
    b) A happy place
    c) A quiet place
12. Did Nara bring the food on time?
    a) Sometimes
    b) On time
    c) Late
13. Who did Nara help in the restaurant?
    a) Her coworkers
    b) Only the guests
    c) The manager only
14. How did guests feel after Nara helped them?
    a) Angry
    b) Happy
    c) Tired
15. Did Nara smile at the guests?
    a) She shouted at them
    b) She smiled
    c) She ignored them
16. Did Nara answer all the questions?
    a) She answered
    b) She ignored them
    c) She asked someone else
17. Nara stayed calm when there were problems.
    a) Calm and polite
    b) Angry
    c) Sad
18. Nara sometimes forgot the orders.
    a) Gave wrong orders
    b) Forgot the orders
    c) Remembered the orders
19. Nara worked hard with her team.
    a) Hard
    b) Lazily
    c) Slowly
20. Nara made the guests feel happy.
    a) Made happy
    b) Made angry
    c) Ignored them
21. Nara helped her coworkers when it was busy.
    a) Left the job
    b) Helped coworkers
    c) Ignored them

---

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

Yes, or no?

Sample Questions	Short Answer (Affirmative)	Short Answer (Negative)
Did I pass the test?	Yes, you did.	No, you didn’t.
Did you need a pen?	Yes, I did.	No, I didn’t.
Did you both like the movie?	Yes, we did.	No, we didn’t.
Did they finish their dinner?	Yes, they did.	No, they didn’t.
Did he have a good time?	Yes, he did.	No, he didn’t.
Did she want to leave early?	Yes, she did.	No, she didn’t.
Did we have blue shirts?	Yes, we did.	No, we didn’t.

---

---

1. Did Nara listen carefully to the guests?
   YOU WRITE:
   Yes, she did.
2. Did Nara shout at the guests?
   ____________________________
3. Did Nara bring the food on time?
   ____________________________
4. Did Nara leave her coworkers alone when it was busy?
   ____________________________
5. Did Nara make the guests feel unhappy?
   ____________________________
6. Did Nara stay calm and polite when problems happened?
   ____________________________
7. Did Nara ignore questions from the guests?
   ____________________________
8. Did Nara smile at the guests?
   ____________________________
9. Did Nara forget all the orders?
   ____________________________
10. Did Nara help her coworkers?
    ____________________________
11. Did Nara work in a big hotel?
    ____________________________
12. Did Nara get angry when it was busy?
    ____________________________
13. Did Nara know the menu well?
    ____________________________
14. Did Nara ignore the guests?
    ____________________________

---

—————————–
Correct answers:

---

1. Nara listened carefully to the guests. – Yes, she did.
2. Nara shouted at the guests. – No, she didn’t.
3. Nara brought the food on time. – Yes, she did.
4. Nara left her coworkers alone when it was busy. – No, she didn’t.
5. Nara made the guests feel unhappy. – No, she didn’t.
6. Nara stayed calm and polite when problems happened. – Yes, she did.
7. Nara ignored questions from the guests. – No, she didn’t.
8. Nara smiled at the guests. – Yes, she did.
9. Nara forgot all the orders. – No, she didn’t.
10. Nara helped her coworkers. – Yes, she did.
11. Nara worked in a big hotel. – Yes, she did.
12. Nara got angry when it was busy. – No, she didn’t.
13. Nara knew the menu well. – Yes, she did.
14. Nara ignored the guests. – No, she didn’t.

---

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

Interview with Nara, fill in, words below:

coworkers – waitress – menu – skills –
ago – comfortable – hotel –
needed – took –
tidy – solve –
smiled

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Interviewer: Who did you work with in the hotel?
Nara: I worked with other waiters and waitresses in the big _________.

Interviewer: Where did you start your first job?
Nara: I started my first job in a five-star hotel as a __________.

Interviewer: When did you start working there?
Nara: I started working there two years __________.

Interviewer: What did you do every day?
Nara: I greeted the guests, __________ orders, and brought food to the tables.

Interviewer: How did you greet the guests?
Nara: I __________ and said hello in a friendly way to make them feel welcome.

Interviewer: Why did you listen carefully to the guests?
Nara: I listened carefully because I wanted to understand what they __________.

Interviewer: Who did you help when it was busy?
Nara: I helped my __________ and made sure everything went smoothly.

Interviewer: What did you do if a guest had a problem?
Nara: I stayed calm, said sorry, and tried to __________ the problem politely.

Interviewer: How did you keep the tables?
Nara: I kept the tables clean and __________, even when the restaurant was very busy.

Interviewer: What did you know very well in the restaurant?
Nara: I knew the __________ very well, so I could answer questions and give suggestions [an idea you give to someone about what they can do.]

Interviewer: When did the guests want to come back?
Nara: The guests wanted to come back when they felt happy and __________ in the restaurant.

Interviewer: Why did you enjoy your work?
Nara: I enjoyed my work because I helped people, worked with my team, and learned many new __________.

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Correct version:

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Interviewer: Who did you work with in the hotel?
Nara: I worked with other waiters and waitresses in the big hotel.

Interviewer: Where did you start your first job?
Nara: I started my first job in a five-star hotel as a waitress.

Interviewer: When did you start working there?
Nara: I started working there two years ago.

Interviewer: What did you do every day?
Nara: I greeted the guests, took orders, and brought food to the tables.

Interviewer: How did you greet the guests?
Nara: I smiled and said hello in a friendly way to make them feel welcome.

Interviewer: Why did you listen carefully to the guests?
Nara: I listened carefully because I wanted to understand what they needed.

Interviewer: Who did you help when it was busy?
Nara: I helped my coworkers and made sure everything went smoothly.

Interviewer: What did you do if a guest had a problem?
Nara: I stayed calm, said sorry, and tried to solve the problem politely.

Interviewer: How did you keep the tables?
Nara: I kept the tables clean and tidy, even when the restaurant was very busy.

Interviewer: What did you know very well in the restaurant?
Nara: I knew the menu very well, so I could answer questions and give suggestions.

Interviewer: When did the guests want to come back?
Nara: The guests wanted to come back when they felt happy and comfortable in the restaurant.

Interviewer: Why did you enjoy your work?
Nara: I enjoyed my work because I helped people, worked with my team, and learned many new skills.

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Fill in, no words given, check your vocabulary:

Nara worked in a big hotel as a __________.
She was friendly and kind.
She always smiled and said __________to the guests.
She listened carefully and understood what guests __________.
Nara knew the menu very well and could answer __________.
She brought the food on time and kept the tables clean and __________
When the restaurant was busy, she helped her __________ and stayed calm.
She __________ problems politely and worked well with the team.
Nara made the guests feel __________, and they wanted to come back.
She helped the restaurant __________ smoothly every day.

_______________________
Correct version:

Nara worked in a big hotel as a waitress. She was friendly and kind. She always smiled and said hello to the guests. She listened carefully and understood what guests wanted. Nara knew the menu very well and could answer questions. She brought the food on time and kept the tables clean and tidy. When the restaurant was busy, she helped her coworkers and stayed calm. She solved problems politely and worked well with the team. Nara made the guests feel happy, and they wanted to come back. She helped the restaurant run smoothly every day.

audio 1 & 2:

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1. Verbal Communication

GM’s Words:

• Tone and Style: The GM starts serious (“Tom, we have a big problem”). He uses simple words like “rude,” “complained,” and “problem” to explain clearly. His voice gets louder when Tom doesn’t care (“Not a big deal?”). Later, he sounds angry (“That’s not okay, Tom!”) because Tom is rude. At the end, his voice is calm but cold (“You’re fired”), showing he decided.
• Main Points: The GM says guests expect perfect service in a five-star hotel. He lists Tom’s mistakes: ignoring guests, shouting, dropping a plate. He says it’s not the first time (“We warned you before”). He asks Tom to explain (“What happened?”), but Tom doesn’t help.
• Way of Talking: The GM tries to understand at first. He asks questions to give Tom a chance. But when Tom argues, the GM focuses on the job rules and says Tom must go.

Tom’s Words:

• Tone and Style: Tom starts quiet and careless (“It’s not a big deal”). His voice gets annoyed (“My life’s not easy, okay?”) and loud (“Why is it always my fault?”). At the end, he shouts (“This is stupid!”) and sounds angry.
• Main Points: Tom says he had a bad day but doesn’t explain much (“personal stuff”). He blames guests (“They’re too picky”) and says the job is hard. He doesn’t say sorry or promise to do better. He yells he doesn’t need the job.
• Way of Talking: Tom doesn’t take responsibility. He argues and blames others. His words make the GM angrier.

Why It Failed:
Tom’s words show he doesn’t care about the guests or his job. The GM wants Tom to explain and say sorry, but Tom argues and blames. This makes the GM feel Tom can’t change, so he fires him.

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2. Non-Verbal Communication

GM’s Body Language:

• Start: The GM sits tall, arms crossed, looking serious. This shows he’s the boss and the talk is important.
• Middle: He leans forward and frowns when Tom says it’s not a big deal. This shows he’s upset. He stands and points at Tom when angry, showing he’s serious about the problem.
• End: He paces behind the desk, shakes his head, and looks cold. This shows he’s frustrated and done with Tom. After firing Tom, he sits, rubs his forehead, and looks out the window, showing he’s sad but thinks it’s right.

Tom’s Body Language:

• Start: Tom slouches, crosses arms, and looks at the wall. This shows he doesn’t want to talk or care.
• Middle: He rolls his eyes and slouches more, showing he thinks the GM is wrong. He leans forward and raises his voice, showing he’s angry and fighting back.
• End: He stands fast, throws hands in the air, and points at the GM. This shows he’s very angry. He grabs his bag, shouts, and slams the door, showing he’s mad and doesn’t respect the GM.

Why It Failed:
Tom’s body language (slouching, rolling eyes, pointing) shows disrespect and anger. The GM’s body language (standing, pointing, pacing) shows he’s frustrated and loses patience. Their actions make the talk worse, not better.

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3. Why Things Went Wrong

Things went wrong because Tom didn’t take responsibility. Here’s why:

• No Apology: Tom doesn’t say sorry for being rude to guests. He says it’s “not a big deal,” which makes the GM think he doesn’t care.
• Blaming Others: Tom blames guests (“They’re too picky”) and the job (“It’s hard”). He doesn’t admit his mistakes, like ignoring guests or shouting.
• Bad Attitude: Tom’s words and actions (rolling eyes, shouting) show he doesn’t respect the GM or the job. He acts like he doesn’t want to fix things.
• Past Problems: The GM says Tom had problems before (“We warned you”). Tom’s bad day wasn’t the only issue; he has a history of bad behavior.
• No Effort to Fix: Tom doesn’t promise to change or do better. He argues and says he doesn’t need the job, which makes the GM feel Tom won’t improve.

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4. Chances for Tom to Not Be Fired

Tom could have avoided being fired if he did these things:

• Say Sorry: If Tom said, “I’m very sorry, sir. I was wrong,” the GM might listen and give him a chance.
• Explain Clearly: If Tom said, “My mother is sick, I was upset,” like in Dialogue 1, the GM might understand and help.
• Promise to Change: If Tom said, “I’ll be better. I won’t let it happen again,” the GM might trust him to try harder.
• Show Respect: If Tom sat up, looked at the GM, and spoke politely (not rolling eyes or shouting), the GM might feel Tom cares about the job.
• Ask for Help: If Tom said, “Can you help me do better?” the GM might offer a plan, like time off or training, like in Dialogue 1.

For example, if Tom said, “I’m sorry, sir. I had a bad day because my family has problems. I know I was wrong. Please give me a chance to be better,” the GM might not fire him. Tom’s attitude was the biggest problem.

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5. Where the GM’s Patience Ran Out

The GM loses patience at these moments:

• When Tom Says “It’s Not a Big Deal”: The GM gets upset when Tom doesn’t care about the guest complaints. This is when he leans forward and speaks louder, showing he’s frustrated.
• When Tom Blames Guests: Tom says guests are “too picky,” which makes the GM angrier. The GM stands and points, showing he thinks Tom’s attitude is wrong.
• When Tom Argues: Tom says, “Why is it always my fault?” and “I’m doing my best.” This makes the GM pace and shake his head, feeling Tom doesn’t understand the job.
• When Tom Says He Doesn’t Need the Job: Tom’s final outburst (“I don’t need this job”) and slamming the door make the GM sure firing Tom is right. The GM’s patience is gone because Tom shows no respect or effort to change.

The GM tries to be patient by asking Tom to explain and mentioning past warnings. But Tom’s rude words and actions make the GM feel he can’t trust Tom anymore.

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Summary

• Verbal: The GM is clear and serious, but Tom is dismissive and rude. Tom’s arguing and blaming make the talk fail.
• Non-Verbal: The GM’s standing, pointing, and pacing show frustration. Tom’s slouching, eye-rolling, and shouting show disrespect.
• Why Wrong: Tom doesn’t say sorry, blames others, and shows a bad attitude. His past problems make it worse.
• Chances to Stay: Tom could say sorry, explain his problems, promise to change, and show respect to avoid being fired.
• GM’s Patience: The GM tries to listen but loses patience when Tom doesn’t care, blames guests, argues, and says he doesn’t need the job.

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Complete list of all verbs from the dialogue and its analysis, that describe body language or non-verbal communication, listed in the order they appear in the text – remember them!

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🧍‍♂️ Body Language and Non-Verbal Communication

1. to sit tall – to sit straight and look serious.
2. to cross arms – to fold your arms over your chest.
3. to look stern – to have a serious or angry face.
4. to slouch – to sit or stand with your back bent.
5. to avoid eye contact – to not look at someone’s eyes.
6. to look stern and frustrated – to look angry and unhappy.
7. to shrug – to lift your shoulders to show you don’t care or don’t know.
8. to look at the wall – to turn your eyes to the wall, not to the person.
9. to mumble – to speak quietly and unclearly.
10. to lean forward – to move your body a little closer to someone.
11. to frown – to make lines on your forehead when upset.
12. to raise voice – to speak louder when angry.
13. to roll eyes – to move your eyes up to show you are bored or don’t care.
14. to slouch more – to sit even lower and look lazy or angry.
15. to stand up – to move from sitting to standing.
16. to point at someone – to show someone with your finger.
17. to shake head – to move your head from side to side to say no.
18. to pace behind the desk – to walk back and forth while thinking or angry.
19. to cross arms tighter – to hold your arms even closer to your chest.
20. to glare – to look at someone angrily.
21. to stop pacing – to stop walking back and forth.
22. to look cold – to look without feelings or warmth.
23. to throw hands in the air – to lift your hands high to show anger.
24. to grab bag – to take your bag quickly.
25. to shout – to speak very loudly because of anger.
26. to storm to the door – to walk fast and angrily to the door.
27. to slam the door – to close the door very hard and loud.
28. to sigh heavily – to breathe out loudly to show you are tired or sad.
29. to rub forehead – to move your hand on your forehead when stressed.
30. to look out the window – to turn your eyes toward the window.

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💬 Additional Non-Verbal Cues from the Analysis

31. to sit tall with arms crossed – to show you are strict or serious.
32. to look serious – to not smile and show importance.
33. to lean forward and frown – to show you are upset or angry.
34. to stand and point – to show strong emotion or control.
35. to pace and shake head – to move when you are nervous or angry.
36. to sit and rub forehead – to show stress or thinking.
37. to slouch and cross arms – to show you don’t care or feel bored.
38. to look at the wall – to avoid the other person.
39. to roll eyes – to show you think the other person is wrong.
40. to lean forward and raise voice – to show anger.
41. to throw hands in the air – to show you give up or are very angry.
42. to point at someone – to show blame or anger.
43. to slam the door – to leave with anger and no respect.

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• a second chance: turning a bad day around

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🧍‍♂️ Body language verbs and additional non-verbal cues — in the same order they appear in the text and analysis;
verbs/phrases you should remember:

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1. to sit straight – to sit with your back tall and not bent.
2. to fold hands on the desk – to put your hands together on the table.
3. to look directly at someone – to look into someone’s eyes.
4. to fidget with fingers – to move your fingers when you feel nervous.
5. to look at the floor – to move your eyes down to the ground.
6. to lean forward – to move your body a little closer to someone.
7. to raise eyebrows – to move your eyebrows up in surprise.
8. to bite one’s lip – to press your teeth on your lip when worried.
9. to rub eyes – to touch your eyes with your fingers, often when sad or tired.
10. to take a deep breath – to breathe in a lot of air slowly.
11. to nod slowly – to move your head up and down slowly to show yes.
12. to soften expression – to make your face look kind, not angry.
13. to lean back – to move your body a little backward in your chair.
14. to tap a pen on the desk – to hit the pen lightly on the table again and again.
15. to look thoughtful – to look like you are thinking.
16. to look up – to move your eyes higher.
17. to have watery eyes – to have eyes full of tears.
18. to sit up straight – to make your back tall and correct.
19. to smile slightly – to make a small, soft smile.
20. to point at someone – to show someone with your finger.
21. to stand up – to move from sitting to standing.
22. to walk around the desk – to move your body to the other side of the table.
23. to pat someone’s shoulder – to touch someone’s shoulder softly with your hand.
24. to smile warmly – to give a kind and friendly smile.
25. to shake hands – to hold and move another person’s hand.
26. to nod eagerly – to move your head up and down quickly to show yes.
27. to smile big – to give a big, happy smile.
28. to walk to the door – to move your feet toward the door.
29. to turn back – to move your body to look behind you.
30. to wave – to move your hand to say hello or goodbye.

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💬 Additional Non-Verbal Cues (from the analysis)

31. to have a serious expression – to look serious on your face.
32. to look nervous – to look worried or scared.
33. to feel scared – to be afraid something bad will happen.
34. to feel sorry – to feel bad for doing something wrong.
35. to show kindness through body language – to make your face and body look friendly.
36. to show confidence through posture – to stand or sit tall to look sure of yourself.
37. to express sympathy through gestures – to show you care with your hands or face.
38. to show understanding by softening tone and expression – to make your voice and face gentle to show you understand.
39. to express relief through smiling – to smile when you feel better after stress.
40. to show authority by pointing or sitting upright – to act strong and in control with your body.

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Dialogue 1: Happy Ending

Setting: The GM’s office, a small, tidy room with a wooden desk, two chairs, and a window showing the morning sun. Tom sits across from the GM, his hands shaking slightly. The GM looks serious but calm.

GM: (sits straight, hands folded on desk, looks directly at Tom) Tom, we need to talk. Yesterday was not good. Many guests complained about you. They said you were rude, slow, not professional. What happened?

Tom: (fidgets with his fingers, looks at floor, voice low) I’m so sorry, sir. Yesterday was… a very bad day. I wasn’t myself. I know I did wrong.

GM: (leans forward, raises eyebrows, voice firm) Tom, this is a five-star hotel. Guests expect the best service. Always. You can’t be rude because of a bad day. Tell me, what was wrong?

Tom: (bites lip, rubs eyes, takes deep breath) It’s my mother, sir. She’s very sick. I got bad news before work. I was so upset, I couldn’t think. I didn’t mean to be rude.

GM: (nods slowly, softens expression, leans back) I’m sorry about your mother, Tom. That’s hard. But you didn’t tell anyone. Why didn’t you say something? We could help.

Tom: (looks up, eyes watery, voice shaky) I thought… I could handle it. I didn’t want to cause problems. But I was wrong. I feel terrible about the guests.

GM: (taps pen on desk, looks thoughtful) Okay, Tom. I understand bad days happen. But you need to talk to us. We’re a team. You can’t let personal things hurt your work.

Tom: (nods quickly, sits up straighter) You’re right, sir. I should’ve told you. I promise it won’t happen again. I love this job. I want to make it right.

GM: (smiles slightly, points at Tom) You’re a good waiter, Tom, when you’re focused. I believe you can do better. But we can’t have complaints again. Understand?

Tom: (nods eagerly, small smile) Yes, sir! I understand. I’ll be professional. No more mistakes. Thank you for talking to me.

GM: (stands up, walks around desk, voice kind) Good. Here’s what we’ll do. Take today off. Go home, rest, clear your mind. Come back tomorrow ready to work hard.

Tom: (stands up, eyes wide, voice grateful) Really, sir? Thank you so much! I won’t let you down. I’ll come back better.

GM: (pats Tom’s shoulder, smiles warmly) I trust you, Tom. If you need help, or if something’s wrong, tell me. My door is always open.

Tom: (shakes GM’s hand, smiles big) Thank you, sir. I really mean it. I’ll be back tomorrow, ready to work.

GM: (nods, points to door) Good. Go rest now. See you tomorrow, Tom.

Tom: (walks to door, turns back, waves) Thank you again, sir. See you tomorrow!

Outcome:
Tom feels understood and supported. He takes the day to rest, visits his mother, and returns to work the next day with renewed focus, determined to prove his professionalism. The GM feels confident in giving Tom a second chance, strengthening their trust.

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Analysis of the dialogue: Happy Ending

1. About the Dialogue

• Where: The GM’s office, early morning. It’s quiet and serious. The restaurant is not open yet.
• People:
  • Tom: A waiter. He was rude to guests yesterday because he had a bad day. He is nervous and sorry. He wants to keep his job.
  • GM: The boss of the restaurant. He is serious but kind. He cares about the hotel but listens to Tom.
• Why: The dialogue is about Tom’s bad behavior. The GM wants to know why. They talk and find a good solution.
• End: Tom gets a day off to rest. He feels happy and promises to do better. The GM trusts him.

2. How the Dialogue Works
The dialogue has four parts:

• Start (Problem):
  • The GM says guests complained about Tom. He was rude. This makes Tom nervous.
  • Example: “Tom, we need to talk. Yesterday was not good. Many guests complained about you.”
• Middle (Tom’s Story):
  • Tom says he’s sorry. He talks about his sick mother. This makes the GM listen.
  • Example: “It’s my mother, sir. She’s very sick.”
• Solution:
  • The GM understands. He tells Tom to rest today and work better tomorrow.
  • Example: “Take today off. Go home, rest.”
• End (Happy):
  • Tom says thank you. The GM says he trusts Tom. They smile.
  • Example: “I trust you, Tom. My door is always open.”

The dialogue starts with a problem but ends happy.


3. Language:

• Tone: The GM starts serious (“Guests expect the best service”). Then he is kind (“I’m sorry about your mother”). Tom starts scared but ends happy.
• Repeating Words: Tom says “sorry” and “promise” many times. This shows he is serious.
  • Example: “I’m so sorry, sir… I promise it won’t happen again.”

4. Body Language
The dialogue has actions in parentheses.
They show feelings:

• Tom:
  • Scared at Start: “(fidgets with fingers, looks at floor)” shows Tom is nervous. “(bites lip, rubs eyes)” shows he feels bad.
  • Sad: “(eyes watery, voice shaky)” when he talks about his mother shows he is upset.
  • Happy at End: “(nods eagerly, small smile)” and “(stands up, smiles big)” show Tom feels better.
• GM:
  • Serious at Start: “(sits straight, hands folded on desk)” shows he is the boss. “(points at Tom)” shows he is serious.
  • Kind Later: “(softens expression, leans back)” and “(smiles slightly)” show he cares. “(pats Tom’s shoulder)” shows he is friendly.
• Why It Works: The actions match the words. Tom’s nervous hands become a happy smile. The GM’s strict look becomes a kind pat. This helps A2 learners see the story.

5. Feelings in the Dialogue

• Start: The dialogue feels scary. The GM is serious. Tom is afraid of losing his job.
• Middle: Tom talks about his mother. The GM listens and feels sorry. This makes the talk kinder.
• End: Tom is happy because he keeps his job. The GM is happy because he trusts Tom. They shake hands and smile.
• Why Real: The dialogue feels real. The GM is strict but kind, like a good boss. Tom is sorry and wants to do better, like a real person.

6. Big Ideas

• Be Responsible: Tom says, “I know I did wrong.” This makes the GM trust him.
• Kind Boss: The GM listens to Tom’s problem. He helps Tom, not punishes him.
• Second Chance: Tom gets another chance. He must work better next time.
• Talk About Problems: Tom learns to tell the GM if he has problems. This helps the team.

7. Why the Dialogue Is Good

• Feelings: The dialogue shows Tom’s fear and happiness. It shows the GM’s strict and kind sides. This makes the story fun.
• Real Ending: Tom says sorry, so he gets a chance. The GM is kind but clear. This feels like a real job talk.
• Job Lesson: The dialogue shows how to act at a fancy hotel.

8. How to Make It Better

• Tom’s Past: The GM could say, “You’re usually a good waiter.” This shows why he gives Tom a chance.
• Guest Example: The GM could say, “A guest said you forgot their food.” This makes the problem clear.
• Tom’s Idea: Tom could say, “I’ll say sorry to the team.” This shows he wants to fix things.

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B1:

Being a housekeeper at a fancy hotel is about more than just cleaning rooms. It’s about making sure guests feel happy and comfortable during their stay. Let me tell you about a typical day in my job.

First thing in the morning, we have a meeting with the rest of the cleaning team. We talk about what rooms need cleaning and if there are any special things guests want. Then, I start by checking and getting guest rooms ready for new people.

Checking the rooms means I need to make sure everything is super clean and nice. I make the beds, vacuum or mop the floors, dust all the surfaces, and make sure there are enough towels and soaps. I really pay attention to detail to make the rooms look perfect.

During the day, I do lots of different tasks. Sometimes guests ask for extra towels or for someone to take away their breakfast trays. I also help out with cleaning other parts of the hotel like the lobby and hallways. It’s important to work together with my team to get everything done.

Making sure everything is clean and looks nice is a big part of my job. I try to do my best to make sure everything is perfect, like arranging the towels neatly in the bathroom and keeping the lobby shiny.

I also have to keep track of the cleaning supplies we use. I make sure we have enough soap and towels for the day and let my boss know if we need more.

At the end of the day, I check one last time to make sure everything is okay. If there are any problems, I tell my boss before I go home. Then, I clean up my stuff and put everything away.

Being a housekeeper is a good job. I like making the hotel nice for guests and helping them have a good time during their stay. It’s a busy job, but it feels good to know I’m making a difference.

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The exercises are about the A1 text below.
⬇️⬇️⬇️⬇️⬇️⬇️⬇️⬇️⬇️

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I work as a housekeeper in a hotel. My job is to clean rooms and make guests happy. I like my job because I help people have a nice stay.

In the morning, I have a meeting with my team. We talk about which rooms we clean today. After that, I take my cleaning cart and start work.

I clean the beds and change the sheets. I sweep and mop the floor. I dust the tables and clean the bathroom. I check that there are enough towels, soap, and toilet paper. I want every room to look clean and beautiful.

Sometimes guests ask for more towels or water. Sometimes they want me to take their dishes away. I am always happy to help them.

I also clean other places in the hotel, like the lobby and the hallways. I work with my friends in the team, and we help each other.

Before I go home, I look at my cleaning things. If something is missing, I tell my boss.

My job is not easy, but I like it. I feel good when the rooms are clean and the guests are smiling
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Vocabulary:

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housekeeper – a person who cleans rooms in a hotel or house.

to clean rooms – to make rooms nice by washing, dusting, or sweeping.

a nice stay (hotel) – a good time when a person sleeps and relaxes in a hotel.

a meeting – when people come together to talk about work.

a cleaning cart – a small trolley with cleaning things like soap, towels, and water.

to start work – to begin your job.

to clean beds – to make beds neat and nice.

to change sheets – to take off dirty bed sheets and put on clean ones.

to sweep the floor – to clean the floor with a broom.

to mop – to wash the floor with water and a mop stick.

to dust tables – to clean small dirt from tables with a cloth.

a bathroom – a room with a toilet, a sink, and often a shower.

a towel – a piece of cloth used to dry your body or hands.

soap – something you use with water to wash your hands or body.

toilet paper – soft paper you use in the toilet.

to look clean – to appear tidy and without dirt.

to take away dishes – to remove dirty plates and cups after people eat.

a lobby – the front part of a hotel where guests enter and check in.

a hallway – a long space inside a building that connects rooms.

something is missing – something is not there but should be.

to smile – to move your mouth up when you are happy.

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🧹 A1 Vocabulary Test

audio 1-18:

audio 19-21:

1. A housekeeper is a person who
   a) cleans rooms in a hotel
   b) cooks food in a restaurant
   c) sells things in a shop
2. To clean rooms means
   a) to sit and rest in a room
   b) to make rooms nice and tidy
   c) to open windows for air
3. A nice stay in a hotel means
   a) a bad time in the hotel
   b) a short visit to friends
   c) a good time at the hotel
4. A meeting is
   a) a place to eat food now
   b) a time to talk with people
   c) a walk in the park area
5. A cleaning cart is
   a) a box for dirty clothes now
   b) a small trolley with cleaning things
   c) a car for hotel guests today
6. To start work means
   a) to finish your day at work
   b) to go home from work now
   c) to begin your job at work
7. To clean beds means
   a) to make beds nice and neat
   b) to sell new beds at store
   c) to sleep in the bed now
8. To change sheets means
   a) to put on clean bed covers
   b) to wash the floor with mop
   c) to move the bed in room
9. To sweep the floor means
   a) to wash with water
   b) to clean with a broom
   c) to sit on the floor
10. To mop means
    a) to close the door at once
    b) to dry the floor with cloth
    c) to wash the floor with water
11. To dust tables means
    a) to move the table in room
    b) to put things on the table
    c) to clean dirt with a cloth
12. A bathroom is
    a) a place to eat some food
    b) a big bedroom in the hotel
    c) a room with a toilet and sink
13. A towel is
    a) cloth to dry your body now
    b) blanket for sleeping on bed
    c) paper for writing or notes
14. Soap is
    a) something for washing your hands
    b) something for cooking in kitchen
    c) something for reading a book
15. Toilet paper is
    a) paper for the toilet use
    b) paper for the kitchen
    c) paper for school writing
16. To look clean means
    a) to be dirty and wet
    b) to be old and dark
    c) to be tidy and nice
17. To take away dishes means
    a) to give food to hotel guests
    b) to remove dirty plates from table
    c) to wash the table with cloth
18. A lobby is
    a) the kitchen in a house now
    b) the front part of a hotel
    c) a room for sleeping at night
    ——————-end of audio————-
    
19. A hallway is
    a) a big hotel room with beds
    b) a long space that joins rooms
    c) a small garden outside the house
20. Something is missing means
    a) something is not there
    b) something is broken in the room
    c) something is clean and ready
21. To smile means
    a) to close your eyes at night
    b) to talk very loud to friends
    c) to move your mouth when happy

---

__________________
Answers:

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

————————–

Correct answers:

---

1. A housekeeper is a person who cleans rooms in a hotel
2. To clean rooms means to make rooms nice and tidy
3. A nice stay in a hotel means a good time at the hotel
4. A meeting is a time to talk with people
5. A cleaning cart is a small trolley with cleaning things
6. To start work means to begin your job at work
7. To clean beds means to make beds nice and neat
8. To change sheets means to put on clean bed covers
9. To sweep the floor means to clean with a broom
10. To mop means to wash the floor with water
11. To dust tables means to clean dirt with a cloth
12. A bathroom is a room with a toilet and sink
13. A towel is cloth to dry your body
14. Soap is something for washing your hands
15. Toilet paper is paper for the toilet
16. To look clean means to be tidy and nice
17. To take away dishes means to remove dirty plates from the table
18. A lobby is the front part of a hotel
19. A hallway is a long space that joins rooms
20. Something is missing means something is not there
21. To smile means to move your mouth when happy

---

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

---

📝 Gap-Fill Exercise – A1 Vocabulary

Fill in the blanks with the correct word:

1. Every morning, the ______ makes the rooms ready for guests.
   a) housekeeper
   b) towel
   c) soap
2. I use a ______ to dry my hands after washing.
   a) soap
   b) towel
   c) lobby
3. The maid uses a cloth to ______ the tables.
   a) dust
   b) mop
   c) paint
4. The corridor that joins the rooms is called a ______.
   a) hallway
   b) lobby
   c) bathroom
5. After breakfast, someone must ______ the dishes.
   a) take away
   b) clean
   c) sweep
6. To make the beds, first you must ______ the sheets.
   a) clean
   b) mop
   c) change
7. A ______ is a small room with a toilet and sink.
   a) hallway
   b) bathroom
   c) lobby
8. To look nice, the room must be tidy and ______.
   a) clean
   b) towel
   c) soap
9. When I am happy, I like to ______.
   a) dust tables
   b) smile
   c) mop
10. I need to ______ the floor before the guests arrive.
    a) mop
    b) take away
    c) sweep
11. A ______ is the front part of a hotel where guests wait.
    a) bathroom
    b) lobby
    c) hallway
12. To begin your shift, you have to ______.
    a) clean beds
    b) start work
    c) dust tables
13. If something is gone, we say that ______ is missing.
    a) something
    b) towel
    c) soap
14. The maid always makes the beds nice and ______.
    a) clean
    b) hallway
    c) towel

---

——————————-
Answers:

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

Correct answers:

1. Every morning, the housekeeper makes the rooms ready for guests
2. I use a towel to dry my hands after washing
3. The maid uses a cloth to dust the tables
4. The corridor that joins the rooms is called a hallway
5. After breakfast, someone must take away dishes
6. To make the beds, first you must change sheets
7. A bathroom is a small room with a toilet and sink
8. To look nice, the room must be tidy and clean
9. When I am happy, I like to smile
10. I need to sweep the floor before the guests arrive
11. A lobby is the front part of a hotel
12. To begin your shift, you have to start work
13. If something is gone, we say that something is missing
14. The maid always makes the beds nice and clean

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

---

Match the word to Its definition

Words:

1. housekeeper
2. to clean rooms
3. nice stay
4. meeting
5. cleaning cart
6. to start work
7. to clean beds
8. to change sheets
9. to sweep the floor
10. to mop
11. to dust tables
12. bathroom
13. towel
14. soap

Definitions:

A. a small room with a toilet and sink
B. to remove dirt from tables
C. cloth to dry your body
D. a time to talk with people
E. a good time at the hotel
F. to begin your job
G. a person who cleans hotel rooms
H. to make beds neat and tidy
I. to cover beds with clean sheets
J. a trolley with cleaning things
K. to clean the floor with a broom
L. to clean the floor with water
M. something for washing your hands
N. to make rooms clean and tidy

---

________________________
Answers:

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

________________________

Correct version:

---

housekeeper – a person who cleans hotel rooms

to clean rooms – to make rooms clean and tidy

nice stay – a good time at the hotel

meeting – a time to talk with people

cleaning cart – a trolley with cleaning things

to start work – to begin your job

to clean beds – to make beds neat and tidy

to change sheets – to cover beds with clean sheets

to sweep the floor – to clean the floor with a broom

to mop – to clean the floor with water

to dust tables – to remove dirt from tables

bathroom – a small room with a toilet and sink

towel – cloth to dry your body

soap – something for washing your hands

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

Rewrite the following story starting with

>>>>>>>>>>>>>Lindsey is a housekeeper…………….

and make all changes necessary:

---

I am a housekeeper.
I work in a hotel to help guests feel happy and comfortable.
Every morning, we have a meeting to plan our work.
I clean rooms by making beds, changing sheets, sweeping and mopping the floor, and dusting tables.
I put towels, soap, and toilet paper in the bathroom.
I also clean the lobby and hallways.
During the day, I help guests by taking away dishes or giving extra towels.
At the end of the day, I check that everything is clean and tidy.
Teamwork and careful work are very important.

---

———————————

Correct version:

Lindsey is a housekeeper. She works in a hotel to help guests feel happy and comfortable. Every morning, she has a meeting with her team to plan the day. Lindsey cleans rooms by making beds, changing sheets, sweeping and mopping the floor, and dusting tables. She puts towels, soap, and toilet paper in the bathroom. She also cleans the lobby and hallways. During the day, Lindsey helps guests by taking away dishes or giving extra towels. At the end of the day, she checks that everything is clean and tidy. Teamwork and careful work are very important.

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

Complete, words below:

city – clean – guests – ready – make – together – find – housekeeper – about – morning – mop – evening – towels

---

_____________________

Interview with Lindsey the Housekeeper

1. Who are you?
I am Lindsey. I am a __________ in a hotel.

2. What do you do?
I clean rooms and help __________.

3. Where do you work?
I work in a big hotel in the __________

4. When do you start work?
I start work at 8 in the __________.

5. When do you finish work?
I finish work at 5 in the __________.

6. Why do you like your job?
I like my job because I __________ guests happy.

7. How do you clean rooms?
I make beds, sweep and __________ the floor, dust tables, and put __________ and soap in the bathroom.

8. How many rooms do you clean each day?
I clean _________ ten rooms every day.

9. What do you do in the lobby?
I __________ the lobby and help guests if they need something.

10. Who helps you during the day?
My team helps me. We work __________.

11. What do you do if something is missing?
I tell my boss and __________ it if I can.

12. How do you feel at the end of the day?
I feel happy because everything is clean and __________ for guests.

---

———————————

Correct version:

---

1. Who are you?
I am Lindsey. I am a housekeeper in a hotel.

2. What do you do?
I clean rooms and help guests.

3. Where do you work?
I work in a big hotel in the city.

4. When do you start work?
I start work at 8 in the morning.

5. When do you finish work?
I finish work at 5 in the evening.

6. Why do you like your job?
I like my job because I make guests happy.

7. How do you clean rooms?
I make beds, sweep and mop the floor, dust tables, and put towels and soap in the bathroom

8. How many rooms do you clean each day?
I clean about ten rooms every day.

9. What do you do in the lobby?
I clean the lobby and help guests if they need something.

10. Who helps you during the day?
My team helps me. We work together.

11. What do you do if something is missing?
I tell my boss and find it if I can.

12. How do you feel at the end of the day?
I feel happy because everything is clean and ready for guests.

---

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

Fill in, words below – no words given:

---

Lindsey is a housekeeper.
She __________ in a hotel to make guests happy and comfortable.
Every morning, she has a __________ with her team.
She starts work by cleaning rooms, making beds, and changing __________.
Lindsey sweeps the floor, mops, and __________ tables.
She puts towels, __________, and toilet paper in the bathroom.
She also cleans the lobby and the __________.
During the day, she takes away __________and helps guests.
At the end of the day, she checks that everything is ___________
Lindsey likes her job and smiles when the __________ looks nice.

—————————–

Full version:

Lindsey is a housekeeper. She works in a hotel to make guests happy and comfortable. Every morning, she has a meeting with her team. She starts work by cleaning rooms, making beds, and changing sheets. Lindsey sweeps the floor, mops, and dusts tables. She puts towels, soap, and toilet paper in the bathroom. She also cleans the lobby and the hallway. During the day, she takes away dishes and helps guests. At the end of the day, she checks that everything is clean. Lindsey likes her job and smiles when the hotel looks nice.

---

• get involved, show understanding

Before continuing do part 1 first.

———————————–

Key Words:

>listen,
>>care,
>>>praise,
>>>>apologize,
>>>>>plan,
>>>>>>follow up

————————

Situation:
A staff member says they feel their hard work is not appreciated and gives examples, e.g., “I stayed late to help guests, but no one said thank you,” or “I cleaned extra rooms, but no one noticed.”

• Listen Carefully
  • What to do:
    Let them talk.
    Don’t interrupt.
    Show you’re listening.
  • Examples:
    • “I hear you, Tom. Can you tell me more about what happened?”
    • “I’m listening, Lisa. What made you feel this way?”
  • Hints:
    • Look at them and nod.
    • Don’t use your phone or look away.
    • Say, “I understand,” to show you care.
• Show You Care
  • What to do:
    Thank them for sharing.
    Say their work matters.
  • Examples:
    • “Thank you for telling me, Anna. Your work is important.”
    • “I’m glad you spoke up, Mark. We value you.”
  • Hints:
    • Use their name to make it personal.
    • Be sincere; don’t fake it.
    • Keep your voice calm and kind.
• Ask for Details
  • What to do:
    Ask about their examples to understand better.
  • Examples:
    • “You said you stayed late. Can you explain more?”
    • “What happened when you cleaned extra rooms?”
  • Hints:
    • Ask simple, open questions, e.g., “What else happened?”
    • Take notes if needed to show it’s serious.
    • Don’t argue or say they’re wrong.
• Say Sorry if Needed
  • What to do:
    Apologize for how they feel, even if you didn’t cause it.
  • Examples:
    • “I’m sorry you feel unappreciated, Sarah.”
    • “I’m sorry if we didn’t notice your hard work, Ali.”
  • Hints:
    • Don’t blame them, e.g., don’t say, “You should have told me sooner.”
    • Keep it short and honest.
    • Say “we” to show it’s a team effort, e.g., “We’ll do better.”
• Give Specific Praise
  • What to do:
    Mention something they did well to show you notice.
  • Examples:
    • “I saw you stayed late to help that guest. That was great!”
    • “You cleaned extra rooms, and they looked perfect. Thank you!”
  • Hints:
    • Be specific about their work, not general.
    • Connect it to their example, if possible.
    • Smile to show you mean it.
• Make a Plan
  • What to do:
    Suggest ways to make them feel valued. Ask for their ideas.
  • Examples:
    • “Let’s have a team meeting to thank everyone’s hard work.”
    • “What can I do to make you feel appreciated?”
  • Hints:
    • Offer solutions, e.g., more praise, better schedules, or rewards.
    • Include them in the plan, e.g., “What do you think would help?”
    • Be realistic about what you can do.
• Follow Up
  • What to do:
    Check in later to see if they feel better.
  • Examples:
    • “Let’s talk next week to see how you’re feeling, okay?”
    • “I’ll check in after the weekend to make sure things are better.”
  • Hints:
    • Set a specific time, e.g., “Next Monday at 10 AM.”
    • Keep your promise to follow up.
    • Ask, “Do you feel better now?” to show you care.

---

———————-
Example response to a staff member situation:

John says,
“I stayed late to help guests, but no one said thank you. I feel like my work doesn’t matter.”

Response:
“Thank you for telling me, John. I’m sorry you feel unappreciated. I noticed you stayed late to help those guests, and that was great work! Can you tell me more about what happened? Let’s find a way to make sure you feel valued, like saying thank you more often. What do you think would help? I’ll check in with you next week to see how things are going.”

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

Dialogue: Team Manager and Front Desk Staff

Setting: The team manager, Emma, is at the front desk after a busy day. A staff member, Sam, approaches her to share his feelings.

Sam: Emma, can I talk to you? I work so hard, but I feel no one sees it. I give my best, but I don’t feel appreciated.

Emma: [Nods, makes eye contact] Oh, Sam, thank you for telling me. [Smiles softly] I’m listening. Can you tell me more? I want to understand how you feel.(Action: Listen carefully; Non-verbal: Nodding, eye contact, soft smile)

Sam: I stayed late yesterday to help a guest with a lost bag. I checked all the rooms and found it, but no one said thank you. And last week, I fixed a booking mistake, but no one noticed.

Emma: [Leans forward, nods] I hear you, Sam. That sounds really hard. [Gentle tone, concerned look] I’m so sorry you feel unappreciated. Your work is very important to us, and I want to make this better.(Action: Show you care, say sorry; Non-verbal: Leaning forward, nodding, concerned look)

Sam: It’s just… I try to be fast and kind to guests, but I feel like it doesn’t matter.

Emma: [Maintains eye contact, nods slowly] I understand. Can you tell me more about what happened yesterday with the guest? I want to know the details.(Action: Ask for details; Non-verbal: Eye contact, slow nodding)

Sam: The guest was upset because their bag was missing. I checked every room and called the cleaning team. It took an hour, but I found it. The guest was happy, but no one said anything to me.

Emma: [Smiles warmly, nods] Wow, Sam, that’s amazing! You did a great job finding that bag and making the guest happy. [Puts hand on heart briefly] I’m so proud of you for staying late to help. Thank you for doing that!(Action: Give specific praise; Non-verbal: Warm smile, nodding, hand on heart)

Sam: Thanks, Emma. But I still feel like my work is not seen most days.

Emma: [Softens expression, nods] I’m really sorry you feel that way, Sam. [Gentle pat on shoulder] Let’s make things better. What can I do to make you feel more valued? Maybe we can say thank you more often or share your good work in our team meetings?(Action: Make a plan; Non-verbal: Soft expression, nodding, gentle pat on shoulder)

Sam: That sounds nice. Maybe if someone says when I do something good, it would help. Like, I also helped a family with a late check-in last week, and it was hard, but no one knew.

Emma: [Smiles, leans in slightly] You’re right, Sam. You did a great job with that late check-in! [Nods enthusiastically] I saw how you stayed calm and made the family happy. Let’s try this: I’ll make sure we notice your hard work more. For example, I can tell the team about your help with the bag and the check-in at our next meeting. [Points to a notebook, smiles] Is that okay?(Action: Give specific praise, make a plan; Non-verbal: Smiling, leaning in, nodding, pointing to notebook)

Sam: Yes, that would be good. I just want to know my work matters.

Emma: [Eye contact, warm smile] It does matter, Sam. You’re a big part of our team. [Nods firmly] To make sure everyone feels valued, I’ll check that we’re fair and thank everyone for their work. I’ll also help you with any hard tasks, like the booking system. [Open hand gesture] Do you need help with anything now?(Action: Be fair, help your team; Non-verbal: Eye contact, warm smile, nodding, open hand gesture)

Sam: Sometimes the booking system is slow, and I get nervous when guests wait.

Emma: [Nods, writes in notebook] Okay, thank you for telling me. Let’s practice using the booking system together tomorrow for 10 minutes before your shift. [Points to schedule, smiles] I’ll show you some tricks to make it faster. Does that sound good?(Action: Help your team, communicate clearly; Non-verbal: Nodding, writing in notebook, pointing to schedule, smiling)

Sam: Yes, that would help a lot. Thank you, Emma.

Emma: [Big smile, eye contact] You’re welcome, Sam! I want our front desk to be a happy place. [Claps hands lightly] Let’s keep work fun and positive. Maybe we can try a new idea, like a “best guest story” at our team meeting to share your great work. [Tilts head, smiles] What do you think?(Action: Create a positive workplace; Non-verbal: Big smile, eye contact, light clap, head tilt)

Sam: I like that idea. It sounds fun.

Emma: [Nods, thumbs up] Great! I’ll check in with you next week to see how you’re feeling. [Points to calendar] Let’s talk on Monday at 10 AM. [Warm smile] If you have more ideas or problems, tell me anytime. You’re doing a fantastic job, Sam!(Action: Follow up, give feedback; Non-verbal: Nodding, thumbs up, pointing to calendar, warm smile)

Sam: Okay, thank you, Emma. I feel better now.Emma: [Smiles, gentle nod] I’m so glad, Sam. Keep up your great work, and let’s make the front desk the best!

---

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

Analyzing the dialogue:

---

Action/Response Step	How It’s Used in the Dialogue	Effectiveness & Non-Verbal Communication
Listen Carefully	Emma listens when Sam says he feels unappreciated. She says, “I’m listening. Can you tell me more?” and lets him explain without interrupting.	Effective: Sam feels heard because Emma listens fully. Non-Verbal: Nodding, eye contact, and leaning forward show she cares and pays attention. This makes Sam comfortable to share more.
Show You Care	Emma says, “Your work is very important to us,” and “I want to make this better,” showing she values Sam’s feelings.	Effective: Sam feels valued because Emma shows care. Non-Verbal: A gentle tone, concerned look, and a pat on the shoulder make her words sincere, helping Sam trust her.
Ask for Details	Emma asks, “Can you tell me more about what happened yesterday with the guest?” to understand Sam’s examples, like helping with a lost bag.	Effective: Asking for details shows Emma takes Sam seriously, encouraging him to explain. Non-Verbal: Eye contact and slow nodding make Sam feel safe to share specific examples.
Say Sorry	Emma says, “I’m so sorry you feel unappreciated,” and “I’m really sorry you feel that way,” to show she regrets Sam’s feelings.	Effective: The apology makes Sam feel understood, not blamed. Non-Verbal: A softened expression and nodding reinforce her sincerity, calming Sam’s frustration.
Give Specific Praise	Emma praises Sam’s work, saying, “You did a great job finding that bag,” and “I saw how you stayed calm and made the family happy,” about the lost bag and late check-in.	Effective: Specific praise shows Emma notices Sam’s efforts, boosting his confidence. Non-Verbal: Warm smiles, nodding, and a hand-on-heart gesture make the praise feel genuine and personal.
Make a Plan	Emma suggests, “I’ll tell the team about your help… at our next meeting,” and asks, “What can I do to make you feel more valued?” to plan solutions.	Effective: The plan gives Sam hope that things will improve. Asking for his ideas makes him feel included. Non-Verbal: Pointing to a notebook and smiling show Emma is serious about the plan.
Follow Up	Emma says, “I’ll check in with you next week… Let’s talk on Monday at 10 AM,” to ensure Sam feels better later.	Effective: Planning a follow-up shows Emma cares about Sam’s feelings over time. Non-Verbal: Pointing to a calendar and a thumbs-up gesture make the promise clear and positive.
Say Thank You	Emma says, “Thank you for doing that!” about Sam’s help with the guest’s bag, showing appreciation for his effort.	Effective: Saying thank you makes Sam feel noticed, addressing his main concern. Non-Verbal: A warm smile and nodding make the thanks feel heartfelt, lifting Sam’s mood.
Be Fair	Emma says, “I’ll check that we’re fair and thank everyone for their work,” to ensure all staff are valued equally.	Effective: Promising fairness builds trust and shows Sam he’s not ignored. Non-Verbal: Eye contact and a firm nod show Emma is committed to fairness, reassuring Sam.
Help Your Team	Emma offers, “Let’s practice using the booking system together tomorrow for 10 minutes,” to help Sam with the slow system.	Effective: Offering help shows Emma supports Sam’s growth, reducing his stress. Non-Verbal: Writing in a notebook and pointing to a schedule make the offer clear and practical.
Communicate Clearly	Emma says, “Let’s practice… tomorrow for 10 minutes before your shift,” and checks, “Does that sound good?” to ensure Sam understands.	Effective: Clear instructions and checking understanding prevent confusion. Non-Verbal: Pointing to a schedule and smiling make the plan easy to follow and friendly.
Solve Problems Fast	Emma addresses Sam’s feeling of being unappreciated by planning to share his work in meetings and offering training, solving the issue quickly.	Effective: Quick solutions show Sam his concerns matter, improving his mood. Non-Verbal: Leaning in and nodding show Emma is focused on fixing the problem fast.
Create a Positive Workplace	Emma says, “Let’s keep work fun and positive,” and suggests a “best guest story” idea to make work enjoyable.	Effective: The positive tone and fun idea motivate Sam. Non-Verbal: A big smile, light clap, and head tilt create a happy, encouraging vibe, making Sam smile.
Give Feedback	Emma says, “You’re doing so well with guests… try to answer phone calls a bit quicker,” giving praise and an improvement tip.	Effective: Balanced feedback helps Sam grow and feel noticed. Non-Verbal: A warm smile and open hand gesture make the feedback kind and supportive, not critical.

---

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

Dialogue: Team manager and restaurant staff

Setting: The team manager, Emma, is in the restaurant after a busy day. A staff member, Sam, approaches him to share his feelings.

Listen carefully, show you care, ask for details, say sorry if needed, give specific praise, make a plan, and follow up

---

Dialogue: Team Manager and Staff Member

Setting: The restaurant is quiet after the lunch rush.
The team manager, Emma, notices that Sam, a waiter, looks upset and asks to talk in the office.

Emma (Manager): (Smiles warmly, leans forward, and makes eye contact) Sam, you look sad. Can we talk? I want to listen to you.

Sam (Waiter): (Looks down, shrugs) Okay, Emma. I feel bad. I work so hard, but nobody sees it. I give my best, but I feel not appreciated.

Emma (Listen carefully): (Nods, keeps eye contact, sits closer) I hear you, Sam. Soft voice Thank you for telling me. Can you tell me more? What makes you feel this way?

Sam: (Sighs) Last week, I stayed late to clean tables and help guests. I served extra tables when we were busy, but nobody said thank you. I feel like my work doesn’t matter.

Emma (Show you care): (Puts hand on heart, looks concerned) Sam, I’m so glad you told me. (Smiles gently) Your work is very important to us. You help our restaurant so much, and I don’t want you to feel bad. (Nods to encourage him)

Sam: (Frowns) But nobody notices when I do extra. I try to make guests happy, like when I fixed a wrong order for table 3. I feel ignored.

Emma (Ask for Details): (Tilts head, keeps eye contact) I understand, Sam. Can you tell me about the wrong order? (Leans forward) I want to know what happened.

Sam: (Gestures with hands) A guest got the wrong food, so I ran to the kitchen, got the right dish fast, and apologized. The guest was happy, but nobody said anything to me. It’s always like this.

Emma (Say sorry if needed): (Looks serious, softens voice) I’m really sorry you feel ignored, Sam. (Places hand on table, open posture) We should notice your hard work more. I didn’t know about the order, but that was great work fixing it fast. (Nods slowly)

Sam: (Shrugs) Thanks, but it happens a lot. I work hard, but I don’t feel valued.

Emma (Give specific praise): (Smiles big, points to Sam Sam), you do so much for us! (Excited tone, claps hands lightly) I saw you last week helping a family with a baby. You brought a high chair and made them smile. That was amazing! And fixing that order for table 3? Thumbs up That was perfect. You make guests happy, and I see it.

Sam: (Smiles a little) Really? You noticed that? It feels good to hear, but I want to feel it more.

Emma (Make a plan): (Leans forward, enthusiastic nod) Let’s make things better, Sam. (Gestures to include him) I’ll say thank you more, like in team meetings. We can have a “Star of the Week” to celebrate great work like yours. (Points to wall) Maybe a thank-you board for everyone’s efforts. What do you think would help you feel valued? (Raises eyebrows, inviting response)

Sam: (Nods, looks thoughtful) That sounds nice. Maybe just say thank you more? Or if I stay late, someone notices?

Emma: (Claps hands, smiles) Great idea! (Points to Sam) I’ll make sure we thank you for extra work, like staying late. I’ll tell the team to notice everyone’s efforts. (Gestures to board) We’ll put up a thank-you board for great work like yours. Does that sound okay?

Sam: (Smiles more) Yes, that would help. I just want to know my work matters.

Emma (Follow Up): (Nods firmly, makes eye contact) I promise to do better, Sam. (Points to calendar) Let’s talk again next Monday after your shift. (Soft smile) I’ll check if you feel better. If you have more ideas, tell me anytime, okay? (Open hand gesture)

Sam: (Nods, looks relieved) Okay, Emma. Thank you for listening. I feel better now.

Emma: (Big smile, leans forward) You’re welcome, Sam. (Thumbs up) You’re a great part of our team. Keep up your amazing work, and I’ll make sure we show you how much we value you. (Nods encouragingly)
___________________________

---

Explanation of Structure and Non-Verbal Communication

• Listen Carefully:
  Emma nods, maintains eye contact, and sits closer to show she’s fully focused. She uses a soft voice to encourage Sam to share more.
• Show You Care:
  Emma puts her hand on her heart, looks concerned, and smiles gently to show empathy. Nodding encourages Sam to keep talking.
• Ask for Details:
  Emma tilts her head and leans forward to show interest in Sam’s specific example, keeping her body language open.
• Say Sorry if Needed:
  Emma uses a serious expression and open posture (hand on table) to show sincerity when apologizing, reinforcing her care.
• Give Specific Praise:
  Emma smiles big, claps lightly, and gives a thumbs-up to show enthusiasm for Sam’s efforts, making her praise feel genuine.
• Make a Plan:
  Emma gestures to include Sam, points to the wall for the thank-you board, and raises her eyebrows to invite his input, showing collaboration.
• Follow Up:
  Emma points to a calendar and uses a firm nod to show commitment, with a soft smile to keep the tone warm and supportive.
• Non-Verbal Emphasis:
  Throughout, Emma uses eye contact, smiles, nods, open gestures, and an enthusiastic tone to show she values Sam. These non-verbal cues make her words feel sincere and help Sam feel heard.

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

Analysis of the dialogue:

Action	Description & Purpose	Non-Verbal Communication & Examples
Listen Carefully	– Emma listens without interrupting. – Asks Sam to share more to understand his feelings. – Purpose: Shows Sam his concerns matter, builds trust.	– Nods to show attention. – Maintains eye contact to focus on Sam. – Sits closer to seem approachable. – Example: Nods, keeps eye contact, sits closer “I hear you, Sam. Can you tell me more?”
Show You Care	– Thanks Sam for sharing, says his work is important. – Purpose: Makes Sam feel valued, shows empathy.	– Puts hand on heart to show sincerity. – Looks concerned to show she cares. – Smiles gently to comfort Sam. – Example: Puts hand on heart, looks concerned “I’m so glad you told me. Your work is very important.”
Ask for Details	– Asks about the wrong order example to understand. – Purpose: Shows interest in Sam’s specific issues, clarifies situation.	– Tilts head to show curiosity. – Leans forward to seem engaged. – Keeps eye contact to encourage sharing. – Example: Tilts head, leans forward “Can you tell me about the wrong order?”
Say Sorry if Needed	– Apologizes for Sam feeling ignored. – Takes responsibility for oversight. – Purpose: Shows accountability, makes Sam feel heard.	– Uses serious expression to show sincerity. – Places hand on table for open posture. – Nods slowly to emphasize apology. – Example: Looks serious, places hand on table “I’m really sorry you feel ignored, Sam.”
Give Specific Praise	– Praises Sam for helping a family and fixing an order. – Mentions specific actions to show she notices. – Purpose: Boosts Sam’s confidence, shows his work is seen.	– Smiles big to show enthusiasm. – Claps hands lightly for excitement. – Gives thumbs-up to reinforce praise. – Example: Smiles big, claps hands lightly “I saw you helping a family with a baby. That was amazing!”
Make a Plan	– Suggests more thanks, a “Star of the Week,” and a thank-you board. – Asks Sam for ideas to include him. – Purpose: Creates solutions to make Sam feel valued, encourages teamwork.	– Gestures to include Sam in planning. – Points to wall for thank-you board idea. – Raises eyebrows to invite Sam’s input. – Example: Points to wall, raises eyebrows “We can have a thank-you board. What do you think?”
Follow Up	– Sets a specific time (next Monday) to check in. – Invites ongoing feedback. – Purpose: Shows long-term care, ensures Sam feels supported.	– Points to calendar for clear commitment. – Nods firmly to show promise. – Soft smile to keep tone warm. – Example: Points to calendar, nods firmly “Let’s talk again next Monday after your shift.”

___________________________

Final thoughts, a happy memeber of the staff:

I feel so much better after talking to Emma. Before, I was sad and tired.
I work really hard at the restaurant—staying late, helping guests, fixing wrong orders—but nobody noticed.
I thought, “My work doesn’t matter. I’m invisible here.”
Emma’s talk changes that.
She listens with kind eyes, nods, and sits close, so I feel heard.
Her sorry shows she cares, and that makes me happy.
When she praises me for helping the family with the baby, I smile big. I think, “She saw me! I’m not invisible!”
Her plan for more thanks, like a “Star of the Week” and a board, sounds great.
I hope she checks in next Monday like she said.
If she does, I’ll feel valued and want to work even harder for the team.
I’m starting to feel important again.

• >listen,
  >>appreciate,
  >>>fair,
  >>>>help,
  >>>>>communicate,
  >>>>>> solve,
  >>>>>>>positive,
  >>>>>>>> feedback

---

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

A great team manager in the hospitality and tourism business knows how to work well with people. The manager listens, appreciates, is fair, helps, communicates clearly, solves problems, stays positive, and gives feedback. These simple actions build a strong and happy team.

First, a good manager listens carefully to the team. When staff talk about their problems or ideas, the manager pays attention and shows interest. Listening makes people feel respected and builds trust.

Second, a manager must appreciate the team’s work. Saying “thank you” and giving praise motivates staff to do their best. Everyone likes to know that their hard work is noticed.

Being fair is also very important. A manager should treat everyone the same and not have favorites. Fairness helps the team work together peacefully.

A great manager also helps the team. When someone struggles, the manager offers support, training, or advice. Helping others builds confidence and skills.

Good managers communicate clearly. They give simple, clear instructions so that everyone understands what to do. This avoids mistakes and stress.

They also solve problems fast. When conflicts or issues happen, the manager stays calm and finds a fair solution. Quick action keeps the team and guests happy.

A manager should create a positive workplace. Smiling, greeting people, and encouraging them make the job more enjoyable. A happy team works better together.

Finally, great managers give feedback. They tell staff what they do well and how to improve. Feedback helps people grow and feel valued.

In short, a great manager listens, supports, and inspires their team. In hospitality and tourism, where teamwork is essential, these qualities make all the difference.

__________________________

Vocabulary:

• hospitality business – hotels, restaurants, and places that take care of guests.
• to work well – to do your job in a good way.
• to appreciate – to say thank you and be happy about what someone does.
• to be fair – to treat everyone the same way.
• to communicate – to talk or write to someone to share ideas.
• to solve problems – to find answers when something is wrong.
• to stay positive – to be happy and think in a good way.
• to give feedback – to tell someone what they do well and what they can do better.
• to pay attention – to listen carefully.
• to show interest – to look and act like you care about something.
• to feel respected – to feel that people are kind and listen to you.
• to build trust – to make people believe in you.
• to give praise – to say good things about someone’s work.
• to motivate – to make someone want to do something.
• to be noticed – when someone sees and knows what you do.
• to treat the same – to act the same way with everyone.
• to struggle – to have a hard time doing something.
• to offer support – to help someone.
• to offer advice – to tell someone what they can do.
• to build confidence – to help someone believe in themselves.
• skills – things you can do well.
• to avoid mistakes – to stop errors before they happen.
• a conflict – when two people do not agree.
• an issue – a problem or something that needs to be fixed.
• to stay calm – to be quiet and not angry.
• a fair solution – an answer that is good for everyone.
• a positive workplace – a happy place to work.
• to encourage staff – to make workers feel strong and ready to do their job.
• an enjoyable job – work that is fun and nice to do.
• feedback – words that tell you how you are doing your work.
• to improve – to make something better.
• to feel valued – to feel that people think you are important.
• to support – to help someone.
• to inspire somebody – to make someone want to do something good.
• to be essential – to be very important.
• to make a difference – to do something that helps or changes things in a good way.

Before you continue, make sure you understand the text and the vocabulary that is given above.

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

Key Words:

listen,
appreciate,
fair,
help,
communicate,
solve,
positive,
feedback

• Listen to Your Team
  • What it means: Pay attention when staff talk. Show you care about their ideas or problems.
  • Why it’s important: Staff feel valued when you listen. It builds trust.
  • Examples:
    • A waiter says guests are rude. Listen and ask, “Can you tell me what happened?”
    • A cleaner says they need more time for rooms. Nod and say, “I hear you. Let’s talk about it.”
  • Hints:
    • Look at them when they speak.
    • Don’t interrupt.
    • Repeat what they say to show you understand, e.g., “So, you feel stressed because of…?”
• Say Thank You
  • What it means: Tell staff they do a good job. Praise their work often.
  • Why it’s important: It makes staff feel appreciated and motivated.
  • Examples:
    • “Great job helping that guest, Maria!”
    • “Thank you, Ahmed, for cleaning the lobby so well.”
  • Hints:
    • Be specific: Say what they did well.
    • Praise in front of others sometimes, e.g., during a team meeting.
    • Write a thank-you note or give a small reward like a coffee voucher.
• Be Fair
  • What it means: Treat everyone the same. Don’t favor some staff over others.
  • Why it’s important: Fairness makes staff trust you and work as a team.
  • Examples:
    • Give shifts equally, e.g., don’t always give weekends to one person.
    • If a rule is “no phones,” apply it to everyone, not just some.
  • Hints:
    • Make clear rules and share them with everyone.
    • Explain why decisions are made, e.g., “I gave Anna the shift because she asked first.”
    • Check if staff feel rules are fair by asking, “Is this okay for everyone?”
• Help Your Team
  • What it means: Support staff when they struggle. Teach or train them.
  • Why it’s important: Helping staff improves their skills and confidence.
  • Examples:
    • A new receptionist is slow. Show them how to use the booking system.
    • A cleaner struggles with stains. Give them a new cleaning tool and show how to use it.
  • Hints:
    • Ask, “Do you need help with this task?”
    • Offer short training sessions, e.g., 10 minutes before a shift.
    • Pair new staff with experienced ones for support.
• Communicate Clearly
  • What it means: Give simple instructions. Check if staff understand.
  • Why it’s important: Clear communication prevents mistakes and confusion.
  • Examples:
    • Say, “Please clean 5 rooms by 2 PM,” not “Clean some rooms.”
    • Ask, “Is this clear?” after explaining a task.
  • Hints:
    • Use short sentences.
    • Write important tasks on a board or paper.
    • Repeat or rephrase if someone looks confused.
• Solve Problems Fast
  • What it means: Fix conflicts or issues quickly and calmly.
  • Why it’s important: Fast solutions keep the team happy and work smooth.
  • Examples:
    • Two waiters argue about tips. Talk to them separately and agree on a fair way to share.
    • A guest complains about a dirty room. Apologize and fix it immediately.
  • Hints:
    • Stay calm, even if staff are upset.
    • Listen to both sides in a conflict.
    • Make a clear plan to avoid the problem again, e.g., “Let’s check rooms twice.”
• Create a Positive Workplace
  • What it means: Make work fun and friendly. Smile and encourage staff.
  • Why it’s important: A happy team works better and stays longer.
  • Examples:
    • Say, “Let’s make today a great day!” at the start of a shift.
    • Plan a small team party after a busy week.
  • Hints:
    • Smile and greet staff by name.
    • Celebrate small wins, e.g., “We got great guest reviews this week!”
    • Ask staff for fun ideas, like a team game or theme day.
• Give Feedback
  • What it means: Tell staff what they do well and what to improve.
  • Why it’s important: Feedback helps staff grow and feel noticed.
  • Examples:
    • “Sara, you’re great with guests, but please be faster with orders.”
    • “John, your cleaning is excellent! Try to finish 5 minutes earlier.”
  • Hints:
    • Start with something positive, then suggest improvement.
    • Be kind and specific, e.g., don’t say, “You’re slow,” but “Let’s work on speed.”
    • Ask, “How can I help you improve?”

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

Cheat sheet:

Action	Key Words & Why It’s Important	Examples & Hints
Listen to Your Team	Key Words: Listen, care Why: Staff feel valued when you listen. It builds trust.	Examples: – A waiter says guests are rude. Ask, “Can you tell me what happened?” – A cleaner needs more time for rooms. Nod and say, “I hear you. Let’s talk about it.” Hints: – Look at them when they speak. – Don’t interrupt. – Repeat what they say, e.g., “So, you feel stressed because…?”
Say Thank You	Key Words: Appreciate, praise Why: Makes staff feel motivated and valued.	Examples: – “Great job helping that guest, Maria!” – “Thank you, Ahmed, for cleaning the lobby so well.” Hints: – Say what they did well. – Praise in team meetings sometimes. – Write a thank-you note or give a small reward, like a coffee voucher.
Be Fair	Key Words: Fair, trust Why: Fairness helps staff trust you and work as a team.	Examples: – Give shifts equally, don’t always give weekends to one person. – If the rule is “no phones,” apply it to everyone. Hints: – Share clear rules with all. – Explain decisions, e.g., “Anna got the shift because she asked first.” – Ask, “Is this okay for everyone?”
Help Your Team	Key Words: Help, train Why: Helping improves staff skills and confidence.	Examples: – A new receptionist is slow. Show them the booking system. – A cleaner struggles with stains. Give a new tool and show how to use it. Hints: – Ask, “Do you need help with this task?” – Offer short training, e.g., 10 minutes before a shift. – Pair new staff with experienced ones.
Communicate Clearly	Key Words: Clear, understand Why: Prevents mistakes and confusion.	Examples: – Say, “Clean 5 rooms by 2 PM,” not “Clean some rooms.” – Ask, “Is this clear?” after explaining. Hints: – Use short sentences. – Write tasks on a board. – Repeat if someone looks confused.
Solve Problems Fast	Key Words: Solve, calm Why: Keeps the team happy and work smooth.	Examples: – Two waiters argue about tips. Talk separately and agree on a fair way. – A guest complains about a dirty room. Apologize and fix it fast. Hints: – Stay calm, even if staff are upset. – Listen to both sides in a conflict. – Plan to avoid the problem, e.g., “Let’s check rooms twice.”
Create a Positive Workplace	Key Words: Positive, fun Why: A happy team works better and stays longer.	Examples: – Say, “Let’s make today a great day!” at shift start. – Plan a small team party after a busy week. Hints: – Smile and greet staff by name. – Celebrate small wins, e.g., “Great guest reviews this week!” – Ask staff for fun ideas, like a team game.
Give Feedback	Key Words: Feedback, improve Why: Helps staff grow and feel noticed.	Examples: – “Sara, you’re great with guests, but be faster with orders.” – “John, your cleaning is excellent! Try to finish 5 minutes earlier.” Hints: – Start with something positive. – Be kind and specific, e.g., don’t say, “You’re slow.” – Ask, “How can I help you improve?”

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

Another cheat sheet on ‚Actions‘

Action	Key Words & Why It’s Important	Dialogue (with Examples & Hints)
Listen to Your Team	Key Words: Listen, care Why: Staff feel valued when you listen. It builds trust.	Dialogue: Waiter (Ali): “The guests at table 5 were rude to me today.” Manager: “I’m sorry to hear that, Ali. Can you tell me what happened?” Ali: “They shouted because their food was late.” Manager: “I understand. That sounds hard. Let’s talk about how to handle this.” Examples: – A cleaner says they need more time for rooms. Nod and say, “I hear you. Let’s talk about it.” Hints: – Look at them when they speak. – Don’t interrupt. – Repeat what they say, e.g., “So, you feel stressed because…?”
Say Thank You	Key Words: Appreciate, praise Why: Makes staff feel motivated and valued.	Dialogue: Manager (to receptionist, Sara): “Sara, great job helping that guest with their bags!” Sara: “Oh, thank you! I just wanted to make them happy.” Manager: “You did! Keep it up, and thank you again.” Examples: – “Thank you, Ahmed, for cleaning the lobby so well.” Hints: – Say what they did well. – Praise in team meetings sometimes. – Write a thank-you note or give a small reward, like a coffee voucher.
Be Fair	Key Words: Fair, trust Why: Fairness helps staff trust you and work as a team.	Dialogue: Waitress (Lina): “Why does Tom always get weekend shifts?” Manager: “I’m sorry you feel it’s unfair, Lina. I gave Tom weekends because he asked first. Let’s make a fair schedule together. Is that okay?” Lina: “Yes, that sounds good.” Examples: – If the rule is “no phones,” apply it to everyone. Hints: – Share clear rules with all. – Explain decisions, e.g., “Anna got the shift because she asked first.” – Ask, “Is this okay for everyone?”
Help Your Team	Key Words: Help, train Why: Helping improves staff skills and confidence.	Dialogue: Receptionist (John): “I’m slow with the booking system. It’s hard.” Manager: “That’s okay, John. Let me show you how to use it. Can we practice for 10 minutes now?” John: “Yes, please!” Manager: “Great! You’ll get faster soon.” Examples: – A cleaner struggles with stains. Give a new tool and show how to use it. Hints: – Ask, “Do you need help with this task?” – Offer short training, e.g., 10 minutes before a shift. – Pair new staff with experienced ones.
Communicate Clearly	Key Words: Clear, understand Why: Prevents mistakes and confusion.	Dialogue: Manager (to cleaner, Maria): “Maria, please clean 5 rooms by 2 PM today.” Maria: “Okay, but which rooms?” Manager: “Rooms 101 to 105. Is that clear?” Maria: “Yes, I understand.” Examples: – Ask, “Is this clear?” after explaining a task. Hints: – Use short sentences. – Write tasks on a board. – Repeat if someone looks confused.
Solve Problems Fast	Key Words: Solve, calm Why: Keeps the team happy and work smooth.	Dialogue: Waiter (Sam): “Anna took my tips yesterday!” Manager: “Okay, Sam, let’s stay calm. I’ll talk to Anna. Can you tell me what happened?” Sam: “She took the tips from table 3.” Manager: “I’ll check with her and fix this. Let’s share tips fairly from now on.” Examples: – A guest complains about a dirty room. Apologize and fix it fast. Hints: – Stay calm, even if staff are upset. – Listen to both sides in a conflict. – Plan to avoid the problem, e.g., “Let’s check rooms twice.”
Create a Positive Workplace	Key Words: Positive, fun Why: A happy team works better and stays longer.	Dialogue: Manager (at shift start): “Good morning, team! Let’s make today a great day for our guests!” Waiter (Tom): “I’m tired today.” Manager: “I know it’s busy, Tom, but you’re doing great. Let’s smile and have fun!” Tom: “Okay, I’ll try!” Examples: – Plan a small team party after a busy week. Hints: – Smile and greet staff by name. – Celebrate small wins, e.g., “Great guest reviews this week!” – Ask staff for fun ideas, like a team game.
Give Feedback	Key Words: Feedback, improve Why: Helps staff grow and feel noticed.	Dialogue: Manager (to waitress, Lisa): “Lisa, you’re great with guests! They love your smile.” Lisa: “Thank you!” Manager: “Can you try to be faster with orders? I’ll help you if you need it.” Lisa: “Okay, I’ll work on that.” Examples: – “John, your cleaning is excellent! Try to finish 5 minutes earlier.” Hints: – Start with something positive. – Be kind and specific, e.g., don’t say, “You’re slow.” – Ask, “How can I help you improve?”

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

Speech to the housekeeping team

Dear team,

I want to start by saying a big thank you for your wonderful work! You make our hotel shine, and I’m so proud of you.
Guests always tell me how clean the rooms are, how neat the beds look, and how spotless the bathrooms are.
Your hard work makes their stay special, and I see the effort you put in every day.
You truly make our hotel a warm and welcoming place.

To keep doing our best, let’s focus on a few things that help us succeed.
Please keep smiling and greeting guests kindly—it makes them feel at home.
Take care when cleaning, checking corners for dust and making beds perfectly.
Try to finish tasks on time, like cleaning five rooms by 2 PM.
If you need help or more time, please tell me—I’m here to support you.
Also, feel free to share fun ideas, like a team game or a special theme day, to make work enjoyable.

There are a couple of areas where we can improve. Instead of rushing, take a moment to check under beds and tables for any dirt.
Try to avoid using phones during work, as it can slow us down.
Let’s also aim to finish rooms a little faster, maybe five minutes earlier, and double-check bathrooms for spots on mirrors or sinks.

If you have any feedback or ideas, please share them with me now or after your shift.
I’m always listening, and your thoughts matter.
You’re an amazing team!
Let’s keep working together, stay positive, and make our hotel the best.
Thank you for everything you do!

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

Speech to the restaurant team

Thank you for your wonderful work!
You make our restaurant a friendly and happy place. Your big smiles, fast service, and yummy food make guests smile. I’m so proud of how hard you work every day. You help guests want to come back, and I see the care you put in every job.To keep our restaurant great, here are things to keep doing:

• Say hello to guests with a smile. It makes them feel good.
• Serve food with care. Check orders are right and plates look nice.
• Finish jobs on time, like preparing tables before lunch at noon.
• Ask me for help if something is hard, like using the new coffee machine. I’m here to help.
• Share fun ideas, like a new dessert or a team game, to make work better.

Here are things we can do better:

• Don’t rush when serving. Check orders twice to avoid mistakes.
• Try not to use phones at work. It takes attention from guests.
• Be a bit faster when clearing tables after guests leave.
• Check drink stations two times to make sure they’re clean and full.

If you have ideas or want to talk, tell me now or after your shift. I listen, and your ideas are important. You’re a great team! Let’s stay happy, work together, and make our restaurant the best. Thank you for your hard work!

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

Speech to the Front Desk Team

Hello, Front Desk Team!
Thank you for your amazing work! You make our hotel welcoming and special. Your friendly smiles, quick help, and kind words make guests happy. I’m so proud of how hard you work every day.
You help guests feel at home, and I see the care you put into every task.
To keep our front desk great, here are things to keep doing:

• Greet guests with a big smile and say hello. It makes them feel good.
• Check guest details carefully, like names and room numbers, to avoid mistakes.
• Finish tasks on time, like checking in guests before the evening rush.
• Ask me for help if something is hard, like using the booking system. I’m here for you.
• Share ideas to make work fun, like a new welcome sign or a team activity.

Here are things we can do better:

• Don’t rush check-ins. Take time to check details twice.
• Try not to use phones during shifts. It takes focus from guests.
• Be a bit faster when answering phone calls or emails.
• Check the lobby twice to keep it clean and tidy.

If you have ideas or want to talk, tell me now or after your shift. I’m listening, and your thoughts matter. You’re a fantastic team! Let’s stay happy, work together, and make our hotel the best.
Thank you!

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

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– for exceptional guest service

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1. Greetings & Introductions

Key Phrases:

• Good morning/afternoon/evening.
• Welcome to [Hotel/City Name].
• How can I help you today?
• May I have your name, please?
• It’s a pleasure to meet you.

Dialogue Examples:

Example 1:
Staff: Good morning! Welcome to Sunshine Hotel. How can I help you?
Guest: Hello! I have a reservation under the name Garcia.
Staff: Thank you, Mr. Garcia. May I see your passport, please?

Example 2:
Staff: Good evening! Are you checking in today?
Guest: Yes, I am.
Staff: Perfect! Welcome to our hotel. My name is Anna.

Practice Exercises:

1. Role-play meeting a guest for the first time. Switch roles.
2. Write three alternative ways to welcome a guest politely.

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2. Checking In & Out

Key Phrases:

• Do you have a reservation?
• Can I see your ID/passport?
• Your room number is…
• Here is your key card.
• Check-out time is at [time].
• Would you like help with your luggage?

Dialogue Examples:

Example 1:
Staff: Good afternoon, Mr. Lee. Do you have a reservation?
Guest: Yes, under Lee.
Staff: Perfect. Your room is 305. Here is your key card.
Guest: Thank you.

Example 2 (Problem):
Guest: I think my reservation is missing.
Staff: I’m sorry for the inconvenience. Let me check again. Yes, we have it. You are in room 210.

Example 3 (Checking Out):
Staff: Good morning, Ms. Brown. Are you checking out today?
Guest: Yes, I am.
Staff: Great. Did you enjoy your stay?
Guest: Yes, very much! Thank you.

Practice Exercises:

1. Role-play a guest arriving without a reservation.
2. Role-play checking out and asking about taxi services.

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3. Room Service & Facilities

Key Phrases:

• Would you like extra towels/pillows?
• The Wi-Fi password is…
• The pool/gym is open from [time] to [time].
• Can I help you with anything else?
• Your room has [amenity].

Dialogue Examples:

Example 1:
Staff: Good afternoon, Ms. Brown. Would you like extra towels?
Guest: Yes, please.
Staff: Here you are. Can I help you with anything else?

Example 2:
Guest: Excuse me, I cannot connect to the Wi-Fi.
Staff: I’m sorry for the inconvenience. The password is ‘Sunny123’.

Example 3:
Guest: Is the gym open now?
Staff: Yes, it is open from 6 AM to 10 PM.

Practice Exercises:

1. Role-play a guest asking about different facilities: pool, gym, spa, laundry.
2. Make a list of 5 items guests often request and practice dialogues.

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4. Providing Directions

Key Phrases:

• The [place] is straight ahead.
• Turn left/right at the traffic lights.
• It is about 10–15 minutes by taxi.
• Do you want a map?
• The nearest [bank/store/restaurant] is…

Dialogue Examples:

Example 1:
Guest: Excuse me, how can I get to the museum?
Staff: Go straight for two blocks, then turn left. It is about 10 minutes from here.

Example 2:
Guest: Where is the nearest pharmacy?
Staff: Turn right at the traffic lights. It’s next to the bank.

Example 3:
Guest: Is it far to the train station?
Staff: No, it’s about 15 minutes by taxi.

Practice Exercises:

1. Draw a small map and practice giving directions.
2. Role-play a guest asking directions to 3 different places.

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5. Handling Complaints

Key Phrases:

• I’m sorry for the inconvenience.
• We will fix this immediately.
• Thank you for your patience.
• Can I offer you a solution?
• Let me check that for you.

Dialogue Examples:

Example 1:
Guest: My air conditioner is not working.
Staff: I’m sorry for the inconvenience. We will send maintenance immediately.
Guest: Thank you.

Example 2:
Guest: The room is too noisy.
Staff: I’m very sorry. We can move you to another room if you like.

Example 3:
Guest: My breakfast was cold.
Staff: I’m sorry about that. Can I offer you another breakfast free of charge?

Practice Exercises:

1. Role-play a guest complaint about a dirty room.
2. Practice polite apologies and offering solutions.

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6. Booking Tours & Activities

Key Phrases:

• Do you want to join the city tour?
• The tour starts at [time] and lasts [duration].
• Tickets cost [amount] per person.
• You need to bring your ID.
• Can I reserve a ticket for you?

Dialogue Examples:

Example 1:
Staff: Good morning, would you like to join our city tour today?
Guest: Yes, please. What time does it start?
Staff: It starts at 9 AM. Tickets are $10 per person.

Example 2:
Guest: Can I book a boat trip for tomorrow?
Staff: Of course! It starts at 8 AM and lasts 3 hours.

Example 3:
Guest: How much is the temple visit tour?
Staff: It costs $15 per person. Would you like me to reserve tickets for you?

Practice Exercises:

1. Role-play a guest asking about tours, including prices and times.
2. Make a list of 5 common questions guests ask about tours.

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7. Useful Polite Expressions

Polite Phrase	Use
Excuse me	To get attention
Could you please…?	Polite request
I’m sorry	To apologize
Thank you for your patience	Handling a problem
Is there anything else I can help you with?	Ending a conversation politely
Enjoy your stay	Saying goodbye politely

Practice Exercises:

1. Write a dialogue using at least 5 polite expressions.
2. Practice greeting guests with “Good morning” + “Welcome to [Hotel]”.

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✅ Tips for Exceptional Guest Service

1. Smile and maintain eye contact.
2. Speak slowly and clearly.
3. Listen carefully to the guest’s needs.
4. Use polite expressions and repeat important information.
5. Always offer solutions, not just apologies.
6. Learn 10–20 common English phrases for your hotel daily.

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