hoc et illud

Autor: wolfgang kugler

  • 🥳💋🧚“The secret garden“, by F.H.Burnett (A1, present simple, exercises, sound files)🧚💋🥳

    The Secret Garden is a story by Frances Hodgson Burnett. It is about a girl named Mary Lennox.

    Mary is a young girl. At the start, she is not happy. She lives in India with her rich parents, but they are always busy. They do not take care of her. Mary feels lonely and often behaves rudely.

    One day, a sickness spreads in India. Many people get sick. Mary’s parents die. Mary becomes an orphan. She has no family in India.

    Mary goes to England to live with her uncle, Mr. Craven. He lives in a big house called Misselthwaite Manor. The house is old and quiet. Mary feels lonely again.

    At the house, she meets Mrs. Medlock, the housekeeper. She is strict. Mary learns that her uncle is often away because he is sad about his wife’s death.

    Mary spends time outside. She enjoys the garden. She hears about a secret garden that is locked and not used.

    Mary becomes curious. She looks for the garden. A robin bird helps her find a key and a hidden door. Mary opens the door and finds the secret garden.

    The garden is empty and wild. Mary decides to care for it. She cleans it and plants seeds. She goes there every day.

    Slowly, Mary becomes happier and kinder. The garden also becomes beautiful again. Flowers grow.

    Mary meets a boy named Dickon. He loves animals and plants. He helps Mary in the garden. They become friends.

    Mary also finds her cousin Colin. He is sick and stays in bed. He thinks he cannot walk.

    Mary tells Colin about the garden. Colin wants to see it. Mary and Dickon take him outside.

    Colin feels happy in the garden. He comes many times. He becomes stronger and starts to walk again.

    At the end, Mr. Craven comes home. He is surprised to see Colin walking and happy. He also sees the beautiful garden.

    The secret garden changes many lives. Mary, Colin, and the garden all become healthy and happy.

    ______________________

    Vocabulary

    • a secret garden: a garden that is hidden and not easy to find
    • to be busy: to have a lot of work or things to do
    • to take care of somebody: to help and look after someone
    • to feel lonely: to feel sad because you are alone
    • to behave in a rude way: to act impolitely or badly to others
    • sickness: illness; when you are not healthy
    • an orphan: a child whose parents are dead
    • a manor: a big old house, usually in the countryside
    • a housekeeper: a person who cleans and organizes a house
    • to be strict: to make people follow rules very carefully
    • to be curious: to want to learn or know new things
    • big grounds: a large area of land around a house
    • a robin (bird): a small bird with a red chest
    • to be hidden: to be not easy to see or find
    • to clean: to make something not dirty
    • to pull out weeds: to remove unwanted plants from the ground
    • to plant seeds: to put seeds in soil so plants can grow
    • all the time: always; very often
    • to believe: to think something is true
    • to be afraid: to feel scared
    • to be healthy: to be well and not sick
    • to be confident: to feel sure about yourself
    • to be surprised: to feel shocked because something unexpected happens

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    secret_garden_vocabularyHerunterladen

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    Match the words with the definitions.

    Words:

    1. a secret garden
    2. to be busy
    3. to take care of somebody
    4. to feel lonely
    5. to behave in a rude way
    6. sickness
    7. an orphan
    8. a manor
    9. a housekeeper
    10. to be strict
    11. to be curious
    12. big grounds
    13. a robin (bird)
    14. to be hidden
    15. to pull out weeds
    16. to plant seeds
    17. all the time
    18. to be confident
    19. to be afraid
    20. to be surprised


    Definitions:

    A. to act impolitely or badly to others
    B. a child whose parents are dead
    C. to feel sure about yourself
    D. a big old house, usually in the countryside
    E. to remove unwanted plants from the ground
    F. to have a lot of work or things to do
    G. a small bird with a red chest
    H. to feel sad because you are alone
    I. a garden that is hidden and not easy to find
    J. to help and look after someone
    K. to feel scared
    L. to think something is true
    M. a person who cleans and organizes a house
    N. to be not easy to see or find
    O. to make people follow rules very carefully
    P. to put seeds in soil so plants can grow
    Q. a large area of land around a house
    R. always; very often
    S. illness; when you are not healthy
    T. to feel shocked because something unexpected happens

    ____________________

    Answers:
    1-I, 2-F, 3-J, 4-H, 5-A, 6-S, 7-B,
    8-D, 9-M, 10-O, 11-L, 12-Q, 13-G,
    14-N, 15-E, 16-P, 17-R, 18-C, 19-K, 20-T

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

    Match the definitions with the words:

    Definitions:

    1. a child whose parents are dead
    2. to feel scared
    3. to make people follow rules very carefully
    4. a small bird with a red chest
    5. a garden that is hidden and not easy to find
    6. to have a lot of work or things to do
    7. a big old house, usually in the countryside
    8. to put seeds in soil so plants can grow
    9. to feel sad because you are alone
    10. to act impolitely or badly to others
    11. a person who cleans and organizes a house
    12. to remove unwanted plants from the ground
    13. to feel sure about yourself
    14. to feel shocked because something unexpected happens
    15. to help and look after someone
    16. a large area of land around a house
    17. to be not easy to see or find
    18. to think something is true
    19. illness; when you are not healthy
    20. to feel or want to learn new things

    Words:

    A. to take care of somebody
    B. to be strict
    C. a robin (bird)
    D. to behave in a rude way
    E. a manor
    F. to be afraid
    G. to plant seeds
    H. an orphan
    I. to feel lonely
    J. a housekeeper
    K. to pull out weeds
    L. to be confident
    M. a secret garden
    N. to be curious
    O. sickness
    P. big grounds
    Q. to be busy
    R. to be surprised
    S. to be hidden
    T. to believe

    Answers:
    1-H, 2-F, 3-B, 4-C, 5-M, 6-Q, 7-E,
    8-G, 9-I, 10-D, 11-J, 12-K, 13-L, 14-R,
    15-A, 16-P, 17-S, 18-T, 19-O, 20-N

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

    True or false:

    1. Mary lives in England at the start.
    2. Mary goes to England.
    3. Mary is a girl.
    4. The manor is small.
    5. Mary never feels lonely.
    6. Mary lives in a big manor.
    7. Mary finds a secret garden.
    8. Mary always stays sad.
    9. Mary’s parents die.
    10. Mary never goes outside.
    11. Mary becomes an orphan.
    12. Mary stays in India after her parents die.
    13. Mary is a boy.
    14. Mary plants seeds in the garden.
    15. Mary feels lonely at the start.
    16. Mary breaks the garden.
    17. Mary lives in India at the start.
    18. Mary becomes happy.
    19. The garden is not hidden.
    20. Mary takes care of the garden.

    ________________________

    True: 2,3,6,7,9,11,14,15,17,18,20

    ________________________

    Correct version:

    1. Mary lives in England at the start. True is: Mary lives in India at the start.
    2. Mary goes to England.
    3. Mary is a girl.
    4. The manor is small. True is: The manor is a big old house in the countryside.
    5. Mary never feels lonely. True is: Mary feels lonely.
    6. Mary lives in a big manor.
    7. Mary finds a secret garden.
    8. Mary always stays sad. True is: Mary becomes happy.
    9. Mary’s parents die.
    10. Mary never goes outside. True is: Mary goes outside.
    11. Mary becomes an orphan.
    12. Mary stays in India after her parents die. True is: Mary goes to England.
    13. Mary is a boy. True is: Mary is a girl.
    14. Mary plants seeds in the garden.
    15. Mary feels lonely at the start.
    16. Mary breaks the garden. True is: Mary takes care of the garden.
    17. Mary lives in India at the start.
    18. Mary becomes happy.
    19. The garden is not hidden. True is: The garden is hidden.
    20. Mary takes care of the garden.

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

    Short answers, basics:

    Example SentenceYesNo
    I learn the alphabet.Yes, I do.No, I don’t.
    You read signs.Yes, you do.No, you don’t.
    He practices speaking.Yes, he does.No, he doesn’t.
    She watches cartoons.Yes, she does.No, she doesn’t.
    It helps us learn English.Yes, it does.No, it doesn’t.
    We use apps like Duolingo.Yes, we do.No, we don’t.
    You read labels.Yes, you do.No, you don’t.
    They make mistakes sometimes.Yes, they do.No, they don’t.
    QuestionYesNo
    Do I learn the alphabet?Yes, I do.No, I don’t.
    Do you read signs?Yes, you do.No, you don’t.
    Does he practice speaking?Yes, he does.No, he doesn’t.
    Does she watch cartoons?Yes, she does.No, she doesn’t.
    Does it help us learn English?Yes, it does.No, it doesn’t.
    Do we use apps like Duolingo?Yes, we do.No, we don’t.
    Do you read labels?Yes, you do.No, you don’t.
    Do they make mistakes sometimes?Yes, they do.No, they don’t.
    QuestionYesNo
    Am I big?Yes, I am.No, I am not.
    Are you big?Yes, you are.No, you aren’t.
    Is he big?Yes, he is.No, he isn’t.
    Is she big?Yes, she is.No, she isn’t.
    Is it big?Yes, it is.No, it isn’t.
    Are we big?Yes, we are.No, we aren’t.
    Are you big?Yes, you are.No, you aren’t.
    Are they big?Yes, they are.No, they aren’t.

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

    Short answers, yes or no?

    1. Mary lives in England at the start.

      YOU WRITE: No, she doesn’t.
    2. Mary goes to England.
    3. Mary is a girl.
    4. The manor is small.
    5. Mary never feels lonely.
    6. Mary lives in a big manor.
    7. Mary finds a secret garden.
    8. Mary always stays sad.
    9. Mary’s parents die.
    10. Mary never goes outside.
    11. Mary becomes an orphan.
    12. Mary stays in India after her parents die.
    13. Mary is a boy.
    14. Mary plants seeds in the garden.
    15. Mary feels lonely at the start.
    16. Mary breaks the garden.
    17. Mary lives in India at the start.
    18. Mary becomes happy.
    19. The garden is not hidden.
    20. Mary takes care of the garden.

    ____________________
    Answers:

    1. Mary lives in England at the start. No, she doesn’t.
    2. Mary goes to England. Yes, she does.
    3. Mary is a girl. Yes, she is.
    4. The manor is small. No, it isn’t.
    5. Mary never feels lonely. No, she doesn’t.
    6. Mary lives in a big manor. Yes, she does.
    7. Mary finds a secret garden. Yes, she does.
    8. Mary always stays sad. No, she doesn’t.
    9. Mary’s parents die. Yes, they do.
    10. Mary never goes outside. No, she doesn’t.
    11. Mary becomes an orphan. Yes, she does.
    12. Mary stays in India after her parents die. No, she doesn’t.
    13. Mary is a boy. No, she isn’t.
    14. Mary plants seeds in the garden. Yes, she does.
    15. Mary feels lonely at the start. Yes, she does.
    16. Mary breaks the garden. No, she doesn’t.
    17. Mary lives in India at the start. Yes, she does.
    18. Mary becomes happy. Yes, she does.
    19. The garden is not hidden. No, it isn’t.
    20. Mary takes care of the garden. Yes, she does.

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

    Basics of present simple:

    Personal Pronounam / is / are
    Iam8 years old
    Youare8 years old
    Heis8 years old
    Sheis8 years old
    Itis8 years old
    Weare8 years old
    You (plural)are8 years old
    Theyare8 years old
    Personal Pronounam not / is not / are not
    Iam not8 years old
    Youare not8 years old
    Heis not8 years old
    Sheis not8 years old
    Itis not8 years old
    Weare not8 years old
    You (plural)are not8 years old
    Theyare not8 years old

    Question:

    Question WordPersonal Pronoun
    AmI8 years old?
    Areyou8 years old?
    Ishe8 years old?
    Isshe8 years old?
    Isit8 years old?
    Arewe8 years old?
    Areyou (plural)8 years old?
    Arethey8 years old?

    Statement:

    Personal PronounVerb
    Ilikeice cream
    Youlikeice cream
    Helikesice cream
    Shelikesice cream
    Itlikesice cream
    Welikeice cream
    You (plural)likeice cream
    Theylikeice cream

    Negation:

    Personal PronounVerb (negative)
    Ido not likeice cream
    Youdo not likeice cream
    Hedoes not likeice cream
    Shedoes not likeice cream
    Itdoes not likeice cream
    Wedo not likeice cream
    You (plural)do not likeice cream
    Theydo not likeice cream

    Question:

    Do / DoesPersonal PronounVerbSugar?
    DoIlikesugar?
    Doyoulikesugar?
    Doeshelikesugar?
    Doesshelikesugar?
    Doesitlikesugar?
    Dowelikesugar?
    Doyou (plural)likesugar?
    Dotheylikesugar?

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

    Form a) a question, b) a negation, as shown in rist sentence:

    Mary is happy at the end.
    a) Is Mary happy at the end?
    b) Mary is not happy at the end.

    Mary lives in England at the start.

    Mary’s parents live at the end.

    Mary is a boy.

    Mary is happy at the start.

    Mary stays in India after her parents die.

    The manor is small.

    Mary goes outside all the time.

    Mary breaks the garden.

    The garden is open.

    _____________________

    Correct version:

    Mary is happy at the end.
    a) Is Mary happy at the end?
    b) Mary is not happy at the end.

    Mary lives in England at the start.
    a) Does Mary live in England at the start?
    b) Mary does not live in England at the start.

    Mary’s parents live at the end.
    a) Do Mary’s parents live at the end?
    b) Mary’s parents do not live at the end.

    Mary is a boy.
    a) Is Mary a boy?
    b) Mary is not a boy.

    Mary is happy at the start.
    a) Is Mary happy at the start?
    b) Mary is not happy at the start.

    Mary stays in India after her parents die.
    a) Does Mary stay in India after her parents die?
    b) Mary does not stay in India after her parents die.

    The manor is small.
    a) Is the manor small?
    b) The manor is not small.

    Mary goes outside all the time.
    a) Does Mary go outside all the time?
    b) Mary does not go outside all the time.

    Mary breaks the garden.
    a) Does Mary break the garden?
    b) Mary does not break the garden.

    The garden is open.
    a) Is the garden open?
    b) The garden is not open.

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

    Mixed scramble:

    1. at / Mary / in / lives / India / start / the

      YOU WRITE:
      Mary lives in India at the start.
    2. to / Mary / goes / England
    3. a / is / Mary / girl
    4. parents / die / Mary’s
    5. becomes / orphan / Mary / an
    6. is / manor / the / big
    7. finds / secret / Mary / a / garden
    8. seeds / Mary / plants / in / the / garden
    9. becomes / Mary / happy
    10. is / garden / the / hidden

    _________________

    Correct version:

    1. Mary lives in India at the start.
    2. Mary goes to England.
    3. Mary is a girl.
    4. Mary’s parents die.
    5. Mary becomes an orphan.
    6. The manor is big.
    7. Mary finds a secret garden.
    8. Mary plants seeds in the garden.
    9. Mary becomes happy.
    10. The garden is hidden.

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

    Form questions to which the words given are the answer:

    1. Mary lives in India at the start.

      a) Mary:
      b) lives in India:
      c) at the start:
      d) in India:
    2. Mary goes to England.

      a) Mary:
      b) goes to England:
      c) to England:
    3. Mary likes being a girl.

      a) Mary:
      b) likes being a girl:
    4. Mary’s parents die.

      a) Mary’s:
      b) Mary’s parents:
    5. Mary becomes an orphan.

      a) becomes an orphan:
      b) an orphan:
    6. The manor is in a big garden.

      a) The manor:
      b) in a big garden:
      c) big
    7. Mary finds a secret garden.

      a) finds a secret garden
      b) a secret garden
      c) secret
    8. Mary plants seeds in the garden.

      a) plants seeds:
      b) seeds:
      c) in the garden:
    9. Mary is a happy girl.

      a) Mary:
      b) happy:
    10. The garden is hidden behind a door.

      a) The garden:
      b) behind a door:

    ______________________

    Correct answers:

    Mary lives in India at the start.

    a) Who lives in India at the start?
    b) Where does Mary live?
    c) When does Mary live in India?
    d) Where does Mary live at the start?

    Mary goes to England.

    a) Who goes to England?
    b) What does Mary do?
    c) Where does she go?

    Mary likes being a girl.

    a) Who likes being a girl?
    b) What does Mary like?

    Mary’s parents die.

    a) Whose parents die?
    b) Who dies?

    Mary becomes an orphan.

    a) What does Mary do?
    b) What does Mary become?

    The manor is in a big garden.

    a) What is in a big garden?
    b) Where is the manor?
    c) In which garden is the manor?

    Mary finds a secret garden.

    a) What does Mary do?
    b) What does Mary find?
    c) What kind of garden/Which garden does Mary find?

    Mary plants seeds in the garden.

    a) What does Mary do?
    b) What does Mary plant?
    c) Where does Mary plant seeds?

    Mary is a happy girl.

    a) Who is a happy girl?
    b) What kind of girl is Mary?

    The garden is hidden behind a door.

    a) What is hidden behind a door?
    b) Where is the garden hidden?

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

    Fill in, words below:

    die – manor – my – garden – hidden – lonely –
    girl – Mary – India – England – secret

    1.
    Q: Who is your story about?
    A: __________ story is about Mary.

    2.
    Q: What is Mary?
    A: Mary is a __________.

    3.
    Q: Where does Mary live at the start?
    A: Mary lives in _________ at the start.

    4.
    Q: What happens to Mary’s parents?
    A: Mary’s parents __________.

    5.
    Q: Who becomes an orphan?
    A: __________ becomes an orphan.

    6.
    Q: Where does Mary go?
    A: Mary goes to ________.

    7.
    Q: Where does Mary live in England?
    A: Mary lives in a __________.

    8.
    Q: What does Mary find?
    A: Mary finds a __________garden.

    9.
    Q: Where does Mary plant seeds?
    A: Mary plants seeds in the __________.

    10.
    Q: How does Mary feel at the start?
    A: Mary feels _________ at the start.

    11.
    Q: How does Mary become later?
    A: Mary becomes happy.

    12.
    Q: What kind of garden is it?
    A: The garden is __________.

    ————————————–
    Correct version:

    1.
    Q: Who is your story about?
    A: My story is about Mary.

    2.
    Q: What is Mary?
    A: Mary is a girl.

    3.
    Q: Where does Mary live at the start?
    A: Mary lives in India at the start.

    4.
    Q: What happens to Mary’s parents?
    A: Mary’s parents die.

    5.
    Q: Who becomes an orphan?
    A: Mary becomes an orphan.

    6.
    Q: Where does Mary go?
    A: Mary goes to England.

    7.
    Q: Where does Mary live in England?
    A: Mary lives in a manor.

    8.
    Q: What does Mary find?
    A: Mary finds a secret garden.

    9.
    Q: Where does Mary plant seeds?
    A: Mary plants seeds in the garden.

    10.
    Q: How does Mary feel at the start?
    A: Mary feels lonely at the start.

    11.
    Q: How does Mary become later?
    A: Mary becomes happy.

    12.
    Q: What hkind of garden is it?
    A: The garden is hidden.

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

    Provide answers, in complete sentences, or in short answers:

    1. Who is the story about?

      YOU WRITE:
      The story is about Mary.
    2. Where does Mary live at the start?
    3. What happens to Mary’s parents?
    4. What does Mary become?
    5. Where does Mary go after her parents die?
    6. Where does Mary live in England?
    7. Who lives in the manor with Mary?
    8. What does Mary feel at the start?
    9. Why does Mary feel lonely?
    10. What does Mary find?
    11. Where is the secret garden?
    12. Is the garden hidden?
    13. What does Mary do in the garden?
    14. What does Mary plant in the garden?
    15. How does Mary feel at the end?
    16. Does Mary become happy?
    17. Does Mary go outside?
    18. Does Mary stay in India after her parents die?
    19. Is the manor big?
    20. What does Mary become at the end?

    ________________________

    Correct answers:

    1. Who is the story about? The story is about Mary.
    2. Where does Mary live at the start? Mary lives in India at the start.
    3. What happens to Mary’s parents? Mary’s parents die.
    4. What does Mary become? Mary becomes an orphan.
    5. Where does Mary go after her parents die? Mary goes to England.
    6. Where does Mary live in England? Mary lives in a manor.
    7. Who lives in the manor with Mary? Mary lives with the housekeeper.
    8. What does Mary feel at the start? Mary feels lonely at the start.
    9. Why does Mary feel lonely? Her parents are dead.
    10. What does Mary find? Mary finds a secret garden.
    11. Where is the secret garden? The secret garden is in the big grounds.
    12. Is the garden hidden? Yes, it is.
    13. What does Mary do in the garden? Mary takes care of the garden.
    14. What does Mary plant in the garden? Mary plants seeds in the garden.

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

  • 🥳⛲🌧️ A rainy day that changed everything (A2, past simple, grammar, short answers, questions and answers)🌧️⛲🥳

    • Mia meets Leo by the river and a new friendship begins.

    Vocabulary:

    to feel excited: to feel very happy and full of energy

    to change everything: to make everything different

    to feel bored: to feel like nothing is interesting

    a little bit: a small amount

    a bike: a bicycle you ride

    to wave: to move your hand to say hello or goodbye

    to smile: to show happiness with your mouth

    to walk with somebody: to go on foot together with someone

    to laugh: to make a happy sound because something is funny

    to be calm (river): to be quiet and not moving fast

    to throw stones: to send stones through the air with your hand

    to watch: to look at something carefully

    to jump: to move quickly up into the air

    to skip a big stone: to throw a stone so it bounces on water

    a splash: the sound or drops of water when something hits water

    to get wet: to have water on your body or clothes

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

    Reorganize the paragraphs to get the full story:

    1. Leo had a funny idea. He tried to skip a big stone, but it fell with a loud splash. Mia laughed a lot.
    2. Mia went home later that day. She felt happy and excited. Now she had a new friend, and every day felt new.
    3. One day, Mia saw a boy on a bike. He waved and smiled. His name was Leo, and he was new in town.
    4. After school, Leo asked Mia to walk with him. They talked and laughed. Mia felt happy and not bored anymore.
    5. They found a small shop and went inside. The shop was warm. They drank hot tea and smiled.
    6. Mia was a young girl. She lived in a small town near a river. Every day she walked to school and felt a little bored.
    7. Soon, it started to rain. Big drops fell from the sky. They ran fast and got very wet.
    8. They went to the river. The water was blue and calm. They threw small stones and watched them jump.

    __________________________

    Answers: 6 -3 -4 -8 -5 -7 -1 2

    __________________________

    Correct version:


    Mia was a young girl. She lived in a small town near a river. Every day she walked to school and felt a little bored.

    One day, Mia saw a boy on a bike. He waved and smiled. His name was Leo, and he was new in town.

    After school, Leo asked Mia to walk with him. They talked and laughed. Mia felt happy and not bored anymore.

    They went to the river. The water was blue and calm. They threw small stones and watched them jump.

    Leo had a funny idea. He tried to skip a big stone, but it fell with a loud splash. Mia laughed a lot.

    Soon, it started to rain. Big drops fell from the sky. They ran fast and got very wet.

    They found a small shop and went inside. The shop was warm. They drank hot tea and smiled.

    Mia went home later that day. She felt happy and excited. Now she had a new friend, and every day felt new.

    ______________________

    Basics in past simple:

    Past Simple – Regular Verbs

    Rules:

    • Most verbs: add -ed
      play → played
    • Verbs ending in -e: add -d
      live → lived
    • Verbs ending in consonant + y: change y to i and add -ed
      study → studied
    • Short verbs ending in vowel + consonant: double the final consonant and add -ed
      stop → stopped
    • List of irregular verbs => LINK

    Use:
    The past simple is used to talk about finished actions in the past.

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

    Verbs in text, regular and irregular past tense:

    InfinitivePast Simple
    to bewas / were
    to livelived
    to walkwalked
    to feelfelt
    to seesaw
    to wavewaved
    to smilesmiled
    to askasked
    to talktalked
    to laughlaughed
    to gowent
    to throwthrew
    to watchwatched
    to havehad
    to trytried
    to skipskipped
    to fallfell
    to startstarted
    to rainrained
    to runran
    to getgot
    to findfound
    to drinkdrank

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

    Match the words to the definitions

    Words:

    1. to feel excited
    2. to throw stones
    3. to change everything
    4. to smile
    5. to wave
    6. to laugh
    7. to be calm (river)
    8. a bike
    9. to feel bored
    10. to get wet
    11. to watch
    12. to walk with somebody
    13. to skip a big stone
    14. a splash
    15. a little bit
    16. to jump

    Definitions:

    A. to move your hand to say hello or goodbye
    B. to feel very happy and full of energy
    C. to look at something carefully
    D. to be quiet and not moving fast
    E. to show happiness with your mouth
    F. to make everything different
    G. a bicycle you ride
    H. to go on foot together with someone
    I. to make a happy sound because something is funny
    J. to have water on your body or clothes
    K. to throw a stone so it bounces on water
    L. the sound or drops of water when something hits water
    M. to feel like nothing is interesting
    N. to move quickly up into the air
    O. to send stones through the air with your hand
    P. a small amount

    ______________________

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

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

    Find the correct word:

    1. to make a happy sound because something is funny
    2. to show happiness with your mouth
    3. a bicycle you ride
    4. to move your hand to say hello or goodbye
    5. to feel very happy and full of energy
    6. to have water on your body or clothes
    7. to move quickly up into the air
    8. to make everything different
    9. to look at something carefully
    10. to feel like nothing is interesting
    11. to go on foot together with someone
    12. to be quiet and not moving fast
    13. the sound or drops of water when something hits water
    14. to send stones through the air with your hand
    15. to throw a stone so it bounces on water
    16. a small amount

    Words :
    A. to feel bored
    B. to smile
    C. a bike
    D. to wave
    E. to feel excited
    F. to get wet
    G. to jump
    H. to change everything
    I. to watch
    J. to laugh
    K. to walk with somebody
    L. to be calm (river)
    M. a splash
    N. to throw stones
    O. to skip a big stone
    P. a little bit

    ______________________

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

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

    True or False:

    1. To throw stones means to keep stones in your pocket without moving them.
    2. To be calm (river) means the water is quiet and not moving fast.
    3. To smile means to cry loudly when you are sad.
    4. To wave means to move your hand to say hello or goodbye.
    5. A splash is the sound when fire burns wood.
    6. To change everything means to keep everything exactly the same.
    7. To walk with somebody means to go on foot together with someone.
    8. To laugh means to make a happy sound because something is funny.
    9. To feel excited means to feel very happy and full of energy.
    10. To skip a big stone means to eat the stone quickly.
    11. A bike is something you ride with two wheels.
    12. To get wet means to have water on your body or clothes.
    13. To watch means to close your eyes and sleep.
    14. To feel bored means everything feels very interesting.

    ________________________

    Answers:
    1F, 2T, 3F, 4T, 5F, 6F, 7T, 8T,
    9T, 10F, 11T, 12T, 13F, 14F

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

    True or false:

    1. Mia and Leo went to school together in the morning.
    2. They went to the river and threw stones.
    3. Leo was Mia’s brother.
    4. Mia felt bored at the beginning of the story.
    5. They flew a kite [a light toy that flies in the wind, you hold it with a string] in the rain.
    6. Mia and Leo laughed together.
    7. It was sunny all day and nothing changed.
    8. Mia went home feeling sad and bored again.
    9. The river water was blue and calm.
    10. They drank hot tea in a small shop.
    11. Leo fell into the river and got very angry.
    12. Mia and Leo walked together after school.
    13. Mia did not like Leo at all.
    14. It started to rain while they were outside.
    15. Leo was new in town.
    16. The river water was dirty and brown.
    17. Mia lived in a small town near a river.
    18. They went to a big supermarket to buy food.

    ___________________________

    Answers:

    1F, 2T, 3F, 4T, 5F, 6T, 7F,
    8F, 9T, 10T, 11F, 12T, 13F,
    14T, 15T, 16F, 17T, 18F
    ###################

    Short answer questions:

    1. Where did Mia live?
    2. How did Mia feel at the beginning of the story?
    3. Who did Mia meet?
    4. What was Leo riding?
    5. What did Leo do when he saw Mia?
    6. What did Leo ask Mia to do after school?
    7. Where did Mia and Leo go together?
    8. What did they throw at the river?
    9. What was the river like?
    10. What did Mia and Leo do at the river?
    11. What happened when Leo tried to skip a big stone?
    12. What started to happen while they were outside?
    13. Where did they go when it rained?
    14. What did they drink in the shop?
    15. How did Mia feel in the shop?
    16. How did Mia feel at the end of the story?
    17. What kind of friend did Mia get?
    18. Did Mia’s life feel the same or different after meeting Leo?

    _____________________

    Short answers:

    1. Where did Mia live? – small town, near river
    2. How did Mia feel at the beginning of the story? – bored
    3. Who did Mia meet on the way to school? – Leo
    4. What was Leo riding when Mia saw him? – bike
    5. What did Leo do when he saw Mia for the first time? – waved, smiled
    6. What did Leo ask Mia to do after school? – walk together
    7. When did Mia and Leo walk together? – after school
    8. Where did Mia and Leo go after school? – river
    9. What did they do at the river? – talked, laughed, threw stones
    10. What did they throw into the river? – stones
    11. Why did Leo’s stone fall into the water? – big stone, splash
    12. What happened when Leo tried to skip a big stone? – fell, splash
    13. When did it start to rain? – while outside, later
    14. Where did Mia and Leo go when it started to rain? – shop
    15. What did Mia and Leo drink in the shop? – hot tea
    16. How did Mia feel while she was in the shop? – warm, happy
    17. How did Mia feel at the end of the day? – happy, excited
    18. What changed in Mia’s life after meeting Leo? – new friend, not bored, different days

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

    Short answers, past simple, basics:

    Example SentenceYesNo
    I learned letters.Yes, I did.No, I didn’t.
    You read signs.Yes, you did.No, you didn’t.
    He spoke English.Yes, he did.No, he didn’t.
    She watched TV.Yes, she did.No, she didn’t.
    It helped me.Yes, it did.No, it didn’t.
    We used an app.Yes, we did.No, we didn’t.
    You read words.Yes, you did.No, you didn’t.
    They made mistakes.Yes, they did.No, they didn’t.

    Questions (Past Simple)

    QuestionYesNo
    Did I learn letters?Yes, I did.No, I didn’t.
    Did you read signs?Yes, you did.No, you didn’t.
    Did he speak English?Yes, he did.No, he didn’t.
    Did she watch TV?Yes, she did.No, she didn’t.
    Did it help me?Yes, it did.No, it didn’t.
    Did we use an app?Yes, we did.No, we didn’t.
    Did you read words?Yes, you did.No, you didn’t.
    Did they make mistakes?Yes, they did.No, they didn’t.

    Was / Were

    QuestionYesNo
    Was I happy?Yes, I was.No, I wasn’t.
    Were you happy?Yes, you were.No, you weren’t.
    Was he happy?Yes, he was.No, he wasn’t.
    Was she happy?Yes, she was.No, she wasn’t.
    Was it good?Yes, it was.No, it wasn’t.
    Were we happy?Yes, we were.No, we weren’t.
    Were you happy?Yes, you were.No, you weren’t.
    Were they happy?Yes, they were.No, they weren’t.

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

    Short answers:

    1. Leo rode a bike when Mia saw him.

      YOU WRITE:
      Yes, he did.
    2. Mia went home feeling sad and bored again.
    3. Mia and Leo walked together after school.
    4. They played football in a big stadium.
    5. Mia lived in a small town near a river.
    6. They went to a cinema to watch a movie.
    7. It was sunny all day and nothing changed.
    8. The river was blue and calm.
    9. Mia met Leo on her way to school.
    10. Leo was Mia’s brother.
    11. They stayed inside all day and never went outside.
    12. Mia felt bored at the beginning of the story.
    13. Leo fell into the river and got very angry.
    14. They drank hot tea in a small shop.
    15. Mia and Leo did not talk to each other.
    16. They went to the river and threw stones.
    17. Leo was new in town.
    18. The river water was dirty and dangerous.

    ________________________

    Answers:

    1. Leo rode a bike when Mia saw him. – Yes, he did.
    2. Mia went home feeling sad and bored again. – No, she didn’t.
    3. Mia and Leo walked together after school. – Yes, they did.
    4. They played football in a big stadium. – No, they didn’t.
    5. Mia lived in a small town near a river. – Yes, she did.
    6. They went to a cinema to watch a movie. – No, they didn’t.
    7. It was sunny all day and nothing changed. – No, it wasn’t.
    8. The river was blue and calm. – Yes, it was.
    9. Mia met Leo on her way to school. – Yes, she did.
    10. Leo was Mia’s brother. – No, he wasn’t.
    11. They stayed inside all day and never went outside. – No, they didn’t.
    12. Mia felt bored at the beginning of the story. – Yes, she did.
    13. Leo fell into the river and got very angry. – No, he didn’t.
    14. They drank hot tea in a small shop. – Yes, they did.
    15. Mia and Leo did not talk to each other. – No, they didn’t.
    16. They went to the river and threw stones. – Yes, they did.
    17. Leo was new in town. – Yes, he was.
    18. The river water was dirty and dangerous. – No, it wasn’t.

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

    Basics in past simple:

    Personal PronounVerb (Past)Object
    Iateapples
    Youateapples
    Heateapples
    Sheateapples
    Itateapples
    Weateapples
    You (plural)ateapples
    Theyateapples
    Iplayedfootball
    Youplayedfootball
    Heplayedfootball
    Sheplayedfootball
    Itplayedfootball
    Weplayedfootball
    You (plural)playedfootball
    Theyplayedfootball
    Personal PronounVerb (Past Negative)Object
    Idid not eatapples
    Youdid not eatapples
    Hedid not eatapples
    Shedid not eatapples
    Itdid not eatapples
    Wedid not eatapples
    You (plural)did not eatapples
    Theydid not eatapples
    Idid not playfootball
    Youdid not playfootball
    Hedid not playfootball
    Shedid not playfootball
    Itdid not playfootball
    Wedid not playfootball
    You (plural)did not playfootball
    Theydid not playfootball
    Did + PronounVerbObject
    Did Ieatapples?
    Did youeatapples?
    Did heeatapples?
    Did sheeatapples?
    Did iteatapples?
    Did weeatapples?
    Did youeatapples?
    Did theyeatapples?
    Did Iplayfootball?
    Did youplayfootball?
    Did heplayfootball?
    Did sheplayfootball?
    Did itplayfootball?
    Did weplayfootball?
    Did youplayfootball?
    Did theyplayfootball?
    Didn’t + PronounVerbObject
    Didn’t Ieatapples?
    Didn’t youeatapples?
    Didn’t heeatapples?
    Didn’t sheeatapples?
    Didn’t iteatapples?
    Didn’t weeatapples?
    Didn’t youeatapples?
    Didn’t theyeatapples?
    Didn’t Iplayfootball?
    Didn’t youplayfootball?
    Didn’t heplayfootball?
    Didn’t sheplayfootball?
    Didn’t itplayfootball?
    Didn’t weplayfootball?
    Didn’t youplayfootball?
    Didn’t theyplayfootball?

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

    Past simple forms of ‚to be‘:

    PersonPast
    Iwas
    Youwere
    He/She/Itwas
    Wewere
    You (pl)were
    Theywere
    PersonQuestion
    IWas I …?
    YouWere you …?
    He/She/ItWas he/she/it …?
    WeWere we …?
    You (pl)Were you …?
    TheyWere they …?
    PersonNegative
    II was not (I wasn’t)
    YouYou were not (You weren’t)
    He/She/ItHe/She/It was not (He/She/It wasn’t)
    WeWe were not (We weren’t)
    You (pl)You were not (You weren’t)
    TheyThey were not (They weren’t)
    PersonNegative Question
    IWasn’t I …?
    YouWeren’t you …?
    He/She/ItWasn’t he/she/it …?
    WeWeren’t we …?
    You (pl)Weren’t you …?
    TheyWeren’t they …?

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

    Answer as shown:

    1. Mia lived in a big city far away from any river.

      YOU WRITE:
      No, she didn’t.
      She lived in a city near the river
    2. Leo was Mia’s brother.
    3. Mia felt excited and happy at the beginning of the story.
    4. Mia and Leo went to school together every morning.
    5. The river water was dirty and dangerous.
    6. Mia and Leo never talked to each other.
    7. They went to a cinema to watch a movie.
    8. It was sunny all day and never rained.
    9. Leo fell into the river and got very angry.
    10. Mia went home feeling sad and bored again.
    11. Mia and Leo did not meet each other at all.
    12. Leo stayed in town for only one hour.
    13. They rode horses to school together.
    14. The river was red and full of fire.
    15. Mia threw a big stone into the sky like a ball.
    16. They ate pizza inside the river.
    17. Leo could not ride a bike.
    18. Mia stayed home all day and never went outside.
    19. They did not laugh together at all.
    20. The shop where they went was cold and dark, and they left immediately.

    _________________________

    Answers:

    1. Mia lived in a big city far away from any river. – No, she didn’t. She lived in a small town near the river.
    2. Leo was Mia’s brother. – No, he wasn’t. He was a new boy in town.
    3. Mia felt excited and happy at the beginning of the story. – No, she didn’t. She felt bored.
    4. Mia and Leo went to school together every morning. – No, they didn’t. They met on the way to school.
    5. The river water was dirty and dangerous. – No, it wasn’t. It was blue and calm.
    6. Mia and Leo never talked to each other. – No, they didn’t. They talked and laughed together.
    7. They went to a cinema to watch a movie. – No, they didn’t. They went to the river.
    8. It was sunny all day and never rained. – No, it wasn’t. It started to rain.
    9. Leo fell into the river and got very angry. – No, he didn’t. He dropped a stone into the water.
    10. Mia went home feeling sad and bored again. – No, she didn’t. She went home happy and excited.
    11. Mia and Leo did not meet each other at all. – No, they didn’t. They met and became friends.
    12. Leo stayed in town for only one hour. – No, he didn’t. He lived there as a new student.
    13. They rode horses to school together. – No, they didn’t. Leo rode a bike.
    14. The river was red and full of fire. – No, it wasn’t. It was blue and calm.
    15. Mia threw a big stone into the sky like a ball. – No, she didn’t. She threw stones into the river.
    16. They ate pizza inside the river. – No, they didn’t. They drank hot tea in a shop.
    17. Leo could not ride a bike. – No, he couldn’t. He rode a bike.
    18. Mia stayed home all day and never went outside. – No, she didn’t. She went to school and met Leo.
    19. They did not laugh together at all. – No, they didn’t. They laughed together.
    20. The shop where they went was cold and dark, and they left immediately. – No, it wasn’t. It was warm, and they stayed and drank tea.

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

    Form questions to which the words given are the answer:

    1. Mia’s town was near a river.
      a) Mia’s town:
      b) Mia’s:
      c) near a river:
    2. Leo’s bike was from Germany.
      a) Leo’s bike:
      b) Leo’s:
      c) Germany
    3. Mia walked to school every day.
      a) Mia:
      b) walked to school every day:
      c) school:
      d) every day:
    4. Leo rode a bike in the afternoon.
      a) Leo:
      b) rode a bike in the afternoon:
      c) a bike:
      d) in the afternoon:
    5. Mia and Leo went to the river after school.
      a) Mia and Leo:
      b) went to the river after school:
      c) the river:
      d) after school:
    6. They threw stones into the river.
      a) They:
      b) threw stones at the river:
      c) stones:
      d) the river:
    7. Mia’s day was a good one.
      a) Mia’s day:
      b) Mia’s:
      c) a good one:

    _______________________

    Correct version:

    Mia’s town was near a river.
    a) Mia’s town: What was near a river?
    b) Mia’s: Whose town was near a river?
    c) near a river: Where was Mia’s town?

    Leo’s bike was from Germany.
    a) Leo’s bike: What was from Germany?
    b) Leo’s: Whose bike was from Germany?
    c) Germany: Where was Leo’s bike from?

    Mia walked to school every day.
    a) Mia: Who walked to school every day?
    b) walked to school every day: What did Mia do every day?
    c) school: Where did Mia walk to?
    d) every day: How often/When did Mia walk to school?

    Leo rode a bike in the afternoon.
    a) Leo: Who rode a bike in the afternoon?
    b) rode a bike in the afternoon: What did Leo do in the afternoon?
    c) a bike: What did Leo ride?
    d) in the afternoon: When did Leo ride a bike?

    Mia and Leo went to the river after school.
    a) Mia and Leo: Who went to the river?
    b) went to the river after school: What did Mia and Leo do after school?
    c) the river: Where did Mia and Leo go?
    d) after school: When did they go to the river?

    They threw stones into the river.
    a) They: Who threw stones into the river?
    b) threw stones at the river: What did they do?
    c) stones: What did they throw into the river?
    d) the river: Where did they throw the stones into?

    Mia’s day was a good one.
    a) Mia’s day: What was a good one?
    b) Mia’s: Whose day was a good one?
    c) a good one: What kind of day was Mia’s day?

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

    Fill in – past simple:

    Mia ______________ (live) in a small town near a river.
    She ______________ (feel) bored every day when she ______________ (walk) to school.
    One day, she ______________ (meet) a boy named Leo who ______________ (ride) a bike and ______________ (be) new in town.
    He ______________ (wave) and ______________ (smile) at her.
    After school, Leo ______________ (ask) Mia to walk with him, and they ______________ (go) to the river together.
    They ______________ (talk), ______________ (laugh), and ______________ (throw) stones into the calm blue water.
    Leo ______________ (try) to skip a big stone, but it ______________ (fall) with a splash.
    Suddenly, it ______________ (start) to rain, and they ______________ (run) to a small shop.
    They ______________ (drink) hot tea and ______________ (stay) warm inside.
    Later, Mia ______________ (go) home feeling happy and excited.
    She ______________ (have) a new friend, and her life ______________ (change).
    Every day ______________ (become) more interesting because she ______________ (spend) time with Leo and ______________ (enjoy) their small adventures together by the river.

    ———————————–
    Correct version:

    Mia lived in a small town near a river.
    She felt bored every day when she walked to school.
    One day, she met a boy named Leo who rode a bike and was new in town.
    He waved and smiled at her.
    After school, Leo asked Mia to walk with him, and they went to the river together.
    They talked, laughed, and threw stones into the calm blue water.
    Leo tried to skip a big stone, but it fell with a splash.
    Suddenly, it started to rain, and they ran to a small shop.
    They drank hot tea and stayed warm inside.
    Later, Mia went home feeling happy and excited.
    She had a new friend, and her life changed.
    Every day became more interesting because she spent time with Leo and enjoyed their small adventures together by the river.

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

  • 👋🍀👍Front desk self-assessment for luxury hotels – advanced luxury-level competencies (front desk) (A2+/B1, text only, part 16/16)👍🍀👋

    Advanced Luxury-Level Competencies

    1. Reading guest personalities quickly

    You notice how a guest behaves when they arrive.

    • Some guests speak fast and ask many questions → they want quick answers
    • Some guests are quiet and look around → they may want space
    • Some guests smile a lot → they are open and friendly
    • Some guests look serious → they want simple and clear service

    Examples:

    • A guest arrives and looks at their phone often → you give short answers and fast check-in
    • A guest stands close and asks many details → you explain everything step by step
    • A guest looks tired → you speak slowly and keep things easy

    2. Managing VIP expectations effortlessly

    VIP guests expect more care and smooth service.

    • You remember their name quickly
    • You prepare things before they ask
    • You do not make them wait
    • You solve small problems before they notice

    Examples:

    • VIP arrives → room key is ready, no waiting
    • VIP asks for water → it is already in the room
    • VIP wants late checkout → you check and confirm fast
    • VIP returns → you greet them by name

    3. Delivering “silent luxury” service

    You help guests without making it feel big or loud.

    • You act calm and simple
    • You do not talk too much
    • You solve problems quietly
    • You make everything feel smooth

    Examples:

    • Guest has a booking issue → you fix it without long discussion
    • Luggage is carried to room without delay
    • Guest gets help without needing to ask twice
    • Everything looks easy and natural

    4. Knowing when to engage and when to step back

    You understand when to talk and when to stay quiet.

    • Some guests want conversation
    • Some guests want silence
    • You observe and adjust

    Examples:

    • Guest starts talking → you respond friendly
    • Guest gives short answers → you stop extra talking
    • Guest looks busy → you only give needed information
    • Guest smiles and stays → you continue light talk

    5. Building emotional loyalty

    Guests remember how you made them feel.

    • You are kind and steady
    • You remember small guest details
    • You show respect every time
    • You make guests feel welcome

    Examples:

    • Guest returns → you remember their last stay
    • Guest has birthday → you say a simple greeting
    • Guest had a problem before → you say “welcome back, happy to see you again”
    • Guest feels safe and known

    6. Creating memorable moments subtly

    You make small moments feel special.

    • Small actions, big feeling
    • No need for big shows
    • Timing is important

    Examples:

    • Free upgrade when possible, without announcement
    • A small welcome note in the room
    • Remembering guest coffee preference
    • Quick surprise help when guest is stressed

    7. Maintaining authority gracefully

    You stay in control but stay kind.

    • You are clear and calm
    • You do not argue
    • You guide guests in a polite way

    Examples:

    • Guest is upset → you speak calm and explain solution
    • Guest wants impossible request → you say no in a polite way
    • Guest breaks rule → you explain rule clearly, no anger
    • You stay confident in all answers

    8. Operating flawlessly under pressure

    You stay stable when it is busy.

    • You do not panic
    • You work step by step
    • You stay focused
    • You keep service quality high

    Examples:

    • Many guests arrive at same time → you process one by one calmly
    • System is slow → you keep smiling and explain delay
    • Phone rings many times → you answer in order
    • Queue gets long → you stay steady and organized

    9. Making difficult situations feel effortless

    You handle problems in a simple way for guests.

    • You do not show stress
    • You find fast solutions
    • You keep guests relaxed

    Examples:

    • Room not ready → you offer waiting area and drink
    • Booking error → you fix it without long talk
    • Lost key → you replace quickly
    • Complaint → you solve first, explain later

    10. Representing the hotel brand at all times

    You are the image of the hotel.

    • You act polite in every situation
    • You speak clearly and respectfully
    • You dress and behave professionally
    • You show hotel values in every action

    Examples:

    • Even when tired → you still greet guests warmly
    • Even when busy → you stay polite
    • Even outside front desk → you help guests if needed
    • You always protect hotel reputation

  • 👋🍀👍Front desk self-assessment for luxury hotels – red flag behaviors (negative indicators) (A2+/B1, text only, part 15/16)👍🍀👋

    Behaviors to Avoid in Guest Service Situations

    These are behaviors that can create a bad guest experience. Each point below includes simple explanations and clear examples.

    1. Eye Rolling

    Meaning:
    Showing disrespect with facial expression.

    Why it is bad:
    It makes guests feel unimportant.

    Bad example:
    A guest asks for help. The staff rolls their eyes and sighs.

    Better behavior:
    Keep a neutral face and listen carefully.

    2. Defensive Tone

    Meaning:
    Speaking in a way that sounds like you are attacking back.

    Why it is bad:
    It increases conflict.

    Bad example:
    Guest: “This is wrong.”
    Staff: “No, I did it correctly!”

    Better behavior:
    “Let me check this for you.”

    3. Interrupting Guests

    Meaning:
    Speaking before the guest finishes.

    Why it is bad:
    It shows disrespect.

    Bad example:
    Guest is explaining a problem. Staff stops them mid-sentence.

    Better behavior:
    Wait until the guest finishes speaking.

    4. Visible Frustration

    Meaning:
    Showing anger or stress with face or body.

    Why it is bad:
    Guests feel uncomfortable.

    Bad example:
    Staff shows a stressed face and walks away quickly.

    Better behavior:
    Stay calm and speak slowly.

    5. Gossiping

    Meaning:
    Talking about other staff or guests in a negative way.

    Why it is bad:
    It creates a toxic environment.

    Bad example:
    Staff talks about a guest’s behavior to other guests.

    Better behavior:
    Speak only about work tasks and stay professional.

    6. Blaming Colleagues

    Meaning:
    Saying it is another staff member’s fault in front of guests.

    Why it is bad:
    It looks unprofessional.

    Bad example:
    “This is not my fault, it was my colleague.”

    Better behavior:
    “I will fix this for you.”

    7. Robotic Interactions

    Meaning:
    Speaking without warmth or natural tone.

    Why it is bad:
    Guests feel ignored.

    Bad example:
    “Hello. What do you want. Thank you.”

    Better behavior:
    “Hello, how can I help you today?”

    8. Ignoring Waiting Guests

    Meaning:
    Not noticing guests who are waiting.

    Why it is bad:
    It makes guests feel invisible.

    Bad example:
    A guest stands at the counter, staff continues other tasks without acknowledgment.

    Better behavior:
    “I will be with you in a moment, thank you for waiting.”

    9. Poor Posture

    Meaning:
    Standing or sitting in a careless way.

    Why it is bad:
    It looks unprofessional.

    Bad example:
    Slouching at the desk or leaning on walls.

    Better behavior:
    Stand straight and stay attentive.

    10. Over-Familiarity

    Meaning:
    Being too casual with guests.

    Why it is bad:
    It reduces respect.

    Bad example:
    Calling a guest “buddy” or making personal jokes.

    Better behavior:
    Use polite and respectful language.

    11. Arguing with Guests

    Meaning:
    Trying to win a discussion with a guest.

    Why it is bad:
    It damages trust.

    Bad example:
    “No, you are wrong. That is not true.”

    Better behavior:
    “I understand your concern. Let me help.”

    12. Complaining Openly

    Meaning:
    Talking about problems in front of guests.

    Why it is bad:
    It creates a negative mood.

    Bad example:
    “This place is so busy and stressful today.”

    Better behavior:
    Stay calm and professional in front of guests.

    13. Using Slang Excessively

    Meaning:
    Using informal or unclear words too much.

    Why it is bad:
    Guests may not understand.

    Bad example:
    “Yeah, that’s chill, we’ll sort it later, no stress.”

    Better behavior:
    “We will solve this for you soon.”

    14. Lack of Urgency

    Meaning:
    Not acting quickly when needed.

    Why it is bad:
    Guests wait too long.

    Bad example:
    Slow response to a guest problem without priority.

    Better behavior:
    Act quickly and say: “I will help you right away.”

    15. Forgetting Guest Details Repeatedly

    Meaning:
    Not remembering important guest information.

    Why it is bad:
    Guests feel not valued.

    Bad example:
    Guest repeats their request many times.

    Better behavior:
    Write notes and confirm details.

    16. Poor Follow-Up

    Meaning:
    Not checking back after solving a problem.

    Why it is bad:
    Guests may feel ignored.

    Bad example:
    Problem is “solved,” but no one checks if guest is satisfied.

    Better behavior:
    “Is everything okay now?”

    17. Multitasking While Guests Are Speaking

    Meaning:
    Doing other tasks while listening.

    Why it is bad:
    It shows lack of attention.

    Bad example:
    Staff types on a computer while guest is talking.

    Better behavior:
    Stop and listen fully to the guest.

    18. Lack of Discretion

    Meaning:
    Sharing private or sensitive information.

    Why it is bad:
    It breaks trust and privacy.

    Bad example:
    Talking about a guest’s booking details in public.

    Better behavior:
    Keep all guest information private and secure.

  • 👋🍀👍Front desk self-assessment for luxury hotels – high-end guest experience behaviors (A2+/B1, text only, part 14/16)👍🍀👋

    Signature Luxury Behaviors

    These are key ways staff in luxury places treat guests. The goal is to make guests feel calm, happy, and cared for.

    1. Anticipating needs before being asked

    This means staff see what the guest may need before the guest asks.

    Examples:

    • A guest looks at the menu for a long time. The staff brings water without being asked.
    • It is cold outside. The staff offers a warm blanket before the guest says anything.
    • A guest has many bags. A staff member brings a trolley before the guest asks for help.
    • A guest finishes a drink. The staff asks if they want another one at the right time.

    2. Making every guest feel recognized

    This means guests feel seen and important, not like strangers.

    Examples:

    • The staff says: “Welcome back” when the guest returns.
    • The staff uses the guest’s name in a friendly way.
    • The staff remembers the guest from last time and smiles warmly.
    • The staff asks how the guest’s last stay was.

    3. Remaining invisible when appropriate

    This means staff help without disturbing the guest.

    Examples:

    • The staff cleans the room while the guest is at breakfast.
    • The staff refills water quietly during dinner without stopping the conversation.
    • The staff walks away after placing food so the guest can enjoy the moment.
    • The staff fixes something in the room while the guest is out.

    4. Remembering preferences across stays

    This means the staff remembers what the guest likes from past visits.

    Examples:

    • A guest likes extra pillows. The room already has them next time.
    • A guest drinks tea without sugar. The tea comes the same way again.
    • A guest likes a quiet room. The hotel gives a quiet room without asking.
    • A guest likes a window seat. The staff saves it if possible.

    5. Creating seamless experiences

    This means everything feels smooth and easy for the guest.

    Examples:

    • Check-in is ready when the guest arrives. No long waiting.
    • Luggage is already in the room when the guest enters.
    • The guest does not need to repeat information to different staff.
    • Payment is already prepared and fast at check-out.

    6. Handling complaints with elegance

    This means dealing with problems in a calm and respectful way.

    Examples:

    • A guest says the room is too noisy. The staff quickly moves them to a quiet room.
    • A meal is not correct. The staff replaces it without arguing.
    • The staff listens fully before speaking.
    • The staff says sorry in a calm and honest way.

    7. Turning problems into positive memories

    This means fixing problems in a way that makes the guest feel even better than before.

    Examples:

    • A delay happens, so the hotel offers a free dessert.
    • A broken room item is fixed, and the guest gets a small gift.
    • A wrong order becomes a chance to give a better dish.
    • A waiting time becomes a friendly conversation and free drink.

    8. Delivering personalized touches

    This means small actions that match the guest as a person.

    Examples:

    • A guest loves chocolate. A small chocolate is placed in the room.
    • A guest is celebrating a birthday. The staff brings a small cake.
    • A guest is traveling for work. The desk has extra light and space.
    • A child guest gets a small toy in the room.

    9. Balancing efficiency with warmth

    This means doing work fast, but still being kind and friendly.

    Examples:

    • The staff brings food quickly but still smiles and talks kindly.
    • Check-in is fast, but the guest still feels welcome.
    • The staff answers questions quickly, but does not rush the guest.
    • Cleaning is fast, but the room still feels cared for.

    10. Showing confidence without stiffness

    This means staff are sure and calm, but not cold or strict.

    Examples:

    • The staff speaks clearly and calmly with a smile.
    • The staff handles a problem without panic.
    • The staff gives clear answers without long confusion.
    • The staff stands straight and professional, but still friendly.

  • 👋🍀👍Front desk self-assessment for luxury hotels – ethical standards & trustworthiness (A2+/B1, text only, part 13/16)👍🍀👋

    This section explains how hotel staff should behave in a correct, honest, and responsible way. It also shows clear examples from daily work.

    1. Core Qualities

    These are the main personal qualities that every hotel worker should show every day.

    1.1 Integrity

    Integrity means doing the right thing, even when nobody is watching.

    Examples:

    • A guest leaves money in the room. You do not take it. You report it to your supervisor.
    • You find a lost phone. You give it to the front desk, not keep it.
    • You do not change booking details for friends without permission.

    1.2 Honesty

    Honesty means telling the truth at all times.

    Examples:

    • If you make a mistake in a booking, you say it immediately.
    • If a guest asks about a service you do not know, you do not guess. You check and then answer.
    • If cash is missing, you report it honestly, not hide it.

    1.3 Confidentiality

    Confidentiality means keeping guest information private.

    Examples:

    • You do not tell other guests about someone’s room number.
    • You do not share guest phone numbers or emails.
    • You do not talk about VIP guests outside your work area.

    1.4 Responsibility

    Responsibility means doing your job carefully and on time.

    Examples:

    • You check rooms properly before marking them as clean.
    • You arrive on time for your shift.
    • You complete tasks without needing constant reminders.

    1.5 Ethical Judgment

    Ethical judgment means choosing what is right in difficult situations.

    Examples:

    • A friend asks for a free room upgrade. You refuse because rules must be followed.
    • A guest tries to skip payment. You stay calm and follow procedure.
    • You see unfair behavior. You report it instead of ignoring it.

    2. Observable Behaviors

    These are actions that others can clearly see in your work.

    2.1 Protects Guest Information

    You keep all guest details safe.

    Examples:

    • You do not leave printed guest lists on open desks.
    • You lock the computer when you leave the reception.
    • You do not talk about guest details in public areas.

    2.2 Handles Payments Responsibly

    You manage money and payments in a careful way.

    Examples:

    • You always give correct change.
    • You check payments twice before confirming.
    • You do not use hotel money for personal use.

    2.3 Reports Mistakes Honestly

    You do not hide errors. You report them quickly.

    Examples:

    • You charge a guest the wrong amount and tell your manager immediately.
    • You forget a guest request and correct it as soon as possible.
    • You break something in a room and report it, not hide it.

    2.4 Avoids Favoritism

    You treat all guests and colleagues in the same fair way.

    Examples:

    • You do not give better service only to friends or special guests.
    • You follow the same rules for all guests.
    • You give equal attention to all complaints.

    2.5 Respects Hotel Policies

    You follow all hotel rules without ignoring them.

    Examples:

    • You do not give room access without correct ID.
    • You follow dress code rules.
    • You respect check-in and check-out times.

    2.6 Maintains Professional Boundaries

    You keep a respectful distance between work and personal life.

    Examples:

    • You do not share personal social media with guests.
    • You do not accept personal invitations from guests during work.
    • You stay polite but do not become too personal with guests.

    Summary

    Ethical standards in hotels mean:

    • Doing the right thing
    • Being honest
    • Keeping information safe
    • Working responsibly
    • Treating everyone fairly

    These actions build trust between guests, staff, and the hotel.

  • 👋🍀👍Front desk self-assessment for luxury hotels – crisis & stress management (A2+/B1, text only, part 12/16)👍🍀👋

    This means staying calm and working well when something goes wrong, is difficult, or happens very fast. It is about thinking clearly, acting safely, and helping others feel safe too.

    Core Qualities

    1. Stress tolerance

    This means you can handle pressure without breaking down.

    Examples:

    • A lot of guests arrive at the same time, but you keep working step by step.
    • The phone rings many times, but you answer each call without getting upset.
    • You have many tasks, but you do not stop working or freeze.

    2. Stability

    This means you stay steady in your behavior and emotions.

    Examples:

    • Even if something goes wrong, your voice stays calm.
    • You do not change your mood quickly in front of guests.
    • You continue your work in the same good way, even when it is busy.

    3. Courage

    This means you do not avoid problems and you face them directly.

    Examples:

    • You report a problem in the system instead of ignoring it.
    • You go to help when a guest is angry.
    • You continue working during a difficult situation instead of stepping away.

    4. Professional calmness

    This means you act polite, slow, and controlled, even when things are stressful.

    Examples:

    • You speak slowly and clearly to an upset guest.
    • You do not raise your voice when others are loud.
    • You keep a friendly tone even if you feel pressure.

    Observable Behaviors

    1. Remains calm during system failures

    When systems stop working, you do not panic.

    Examples:

    • The booking system is down, but you write details on paper and continue.
    • The payment machine stops, but you explain alternative ways to pay.
    • The computer freezes, but you ask a colleague for help in a calm way.

    2. Handles angry guests professionally

    You stay polite and helpful even when guests are upset.

    Examples:

    • A guest is shouting, but you listen without interrupting.
    • You say sorry for the problem, even if it is not your fault.
    • You offer a solution instead of arguing.

    3. Maintains service standards under pressure

    You keep good quality work even when it is busy.

    Examples:

    • You still check details carefully during a rush.
    • You clean and organize even when many guests are waiting.
    • You follow all steps, even when you feel rushed.

    4. Thinks clearly during emergencies

    You make simple and safe decisions when something urgent happens.

    Examples:

    • If there is a spill, you clean it quickly to avoid accidents.
    • If a guest feels unwell, you call for help and stay calm.
    • If there is confusion in orders, you check again step by step.

    5. Reassures guests confidently

    You help guests feel safe and calm.

    Examples:

    • You say: “Everything is under control, I will help you.”
    • You explain clearly what will happen next.
    • You stay present and do not rush away.

    6. Avoids panic reactions

    You do not show fear or confusion in your actions.

    Examples:

    • You do not run around without a plan.
    • You do not speak too fast or too loud.
    • You do not blame others in front of guests.

    Simple Real-Life Situations

    Situation 1: System problem

    The computer system stops working during a busy time.
    You:

    • stay calm
    • tell guests there is a short delay
    • write orders on paper
    • continue step by step

    Situation 2: Angry guest

    A guest complains loudly about waiting time.
    You:

    • listen fully
    • stay quiet and calm
    • say sorry for the wait
    • offer help or solution

    Situation 3: Busy rush time

    Many guests come at the same time.
    You:

    • focus on one task at a time
    • do not rush without control
    • ask for help if needed
    • keep service polite

    Situation 4: Small emergency

    A guest drops a drink and the floor is wet.
    You:

    • act quickly and safely
    • clean the area
    • warn others to avoid slipping
    • stay calm and organized

    Key Idea

    Good crisis and stress management means:

    • staying calm
    • thinking step by step
    • speaking politely
    • acting safely
    • helping guests feel secure
    • continuing work even under pressure

  • 👋🍀👍Front desk self-assessment for luxury hotels – cultural & international awareness (A2+/B1, text only, part 11/16)👍🍀👋

    Core Qualities

    1. Open-mindedness

    Open-mindedness means you accept ideas, habits, and ways of life that are different from yours.

    People from different countries may do things in different ways. Open-minded people do not judge these differences quickly. They try to understand first.

    Examples:

    • A worker listens to a colleague from another country, even if the idea is very different.
    • A person does not say negative things about food or customs from another culture.
    • A team member tries new ways of working in a group.
    • A student asks questions about other cultures in a respectful way.

    2. Cultural intelligence

    Cultural intelligence means you understand how people from different cultures behave and communicate.

    It also means you can change your behavior a little so you work well with others from different countries.

    Examples:

    • You speak more clearly when someone is not fluent in your language.
    • You do not interrupt when talking with people from another culture.
    • You notice that some people like direct talk, and others like polite or indirect talk.
    • You adapt how you greet people in different countries.

    3. Respectfulness

    Respectfulness means you treat all people well, no matter their culture.

    You show respect in your words and actions.

    Examples:

    • You listen when someone is speaking, even if they are different from you.
    • You do not make jokes about culture or religion.
    • You use polite words when talking to international guests.
    • You accept different habits in food, clothing, or behavior.

    4. Adaptability

    Adaptability means you can change your behavior when needed.

    This is important when working with people from different countries.

    Examples:

    • You change how you speak if people do not understand you well.
    • You follow new rules when working in another country.
    • You adjust your schedule for people in other time zones.
    • You stay calm when things are different from what you expect.

    Observable Behaviors

    Understands international etiquette

    You know that different countries have different rules for behavior.

    Examples:

    • In some countries, shaking hands is normal.
    • In other countries, bowing is normal.
    • You learn and follow these differences.

    Adapts communication style

    You change how you speak so others understand you better.

    Examples:

    • You speak slower if needed.
    • You use simple sentences.
    • You repeat important information if needed.

    Respects cultural differences

    You accept that people can be different from you.

    Examples:

    • You do not judge traditions from other countries.
    • You accept different holidays and celebrations.
    • You are polite when learning about other cultures.

    Avoids assumptions

    You do not guess things about people based on culture.

    Examples:

    • You do not assume someone’s behavior based on their country.
    • You ask questions instead of guessing.
    • You treat each person as an individual.

    Handles language barriers patiently

    You stay calm when communication is difficult.

    Examples:

    • You repeat sentences slowly.
    • You use simple words.
    • You use gestures when needed.
    • You do not get angry or frustrated.

    Makes international guests feel comfortable

    You help people feel welcome.

    Examples:

    • You greet guests kindly.
    • You explain things clearly.
    • You help them if they look confused.
    • You show patience and friendliness.

  • 👋🍀👍Front desk self-assessment for luxury hotels – teamwork & international culture (A2+/B1, text only, part 10/16)👍🍀👋

    Good teamwork is very important in hotels, restaurants, and other workplaces. Workers must help each other and speak politely. A good team works calmly, respects everyone, and gives good service to guests.

    Core Qualities

    1. Collaboration

    Meaning

    Collaboration means working well with other people.

    Workers do not work alone. They help the team and share the work.

    Examples

    • Helping a colleague during busy hours
    • Working together to finish tasks
    • Asking a team member if they need help
    • Cleaning or preparing together
    • Sharing information with coworkers

    Useful Sentences

    • “Can I help you?”
    • “Let’s work together.”
    • “I will help with this.”
    • “We can do this together.”
    • “Please tell me if you need support.”

    Good Team Behavior

    • Helps other workers
    • Shares tasks
    • Talks clearly
    • Works calmly with others
    • Thinks about the whole team

    2. Respect

    Meaning

    Respect means being polite and kind to all people at work.

    Workers should respect managers, coworkers, guests, and all departments.

    Examples

    • Listening when someone is speaking
    • Saying “please” and “thank you”
    • Speaking politely during busy times
    • Waiting for another person to finish talking
    • Being kind to new workers

    Useful Sentences

    • “Thank you for your help.”
    • “I understand.”
    • “Please tell me your idea.”
    • “I respect your opinion.”
    • “Let’s speak politely.”

    Good Team Behavior

    • Uses polite language
    • Listens carefully
    • Stays calm
    • Is kind to others
    • Does not laugh at coworkers

    3. Loyalty

    Meaning

    Loyalty means supporting your team and your workplace.

    Good workers follow company rules and help the team.

    Examples

    • Coming to work on time
    • Following workplace rules
    • Speaking well about the company
    • Helping the team during difficult days
    • Keeping guest information private

    Useful Sentences

    • “I support the team.”
    • “We should work professionally.”
    • “This information is private.”
    • “I will help the company.”
    • “Let’s solve this together.”

    Good Team Behavior

    • Is reliable
    • Follows rules
    • Supports coworkers
    • Protects guest information
    • Helps the workplace

    4. Humility

    Meaning

    Humility means being open to learning and not acting too proud.

    Good workers know they can always improve.

    Examples

    • Saying “I made a mistake.”
    • Asking questions
    • Listening to advice
    • Learning from coworkers
    • Accepting help from others

    Useful Sentences

    • “Thank you for your advice.”
    • “I will improve.”
    • “I understand my mistake.”
    • “Can you show me again?”
    • “I want to learn more.”

    Good Team Behavior

    • Accepts advice
    • Learns from mistakes
    • Does not act superior
    • Asks questions
    • Thanks other people

    5. Supportiveness

    Meaning

    Supportiveness means helping other people and being kind to coworkers.

    Supportive workers make the workplace friendly and positive.

    Examples

    • Helping a new employee
    • Supporting a tired coworker
    • Offering help during busy times
    • Teaching a colleague a task
    • Encouraging the team

    Useful Sentences

    • “Do you need help?”
    • “You did a good job.”
    • “I can help you.”
    • “Don’t worry, we can do it.”
    • “Good work today.”

    Good Team Behavior

    • Helps others
    • Encourages coworkers
    • Shares knowledge
    • Works kindly
    • Creates a good atmosphere

    6. Professional Maturity

    Meaning

    Professional maturity means staying calm and acting responsibly at work.

    Workers should control their emotions and speak politely.

    Examples

    • Staying calm with difficult guests
    • Speaking politely during problems
    • Accepting feedback calmly
    • Solving problems without shouting
    • Acting responsibly at work

    Useful Sentences

    • “Let’s stay calm.”
    • “We can solve this.”
    • “I understand the problem.”
    • “I will take responsibility.”
    • “Let’s speak professionally.”

    Good Team Behavior

    • Stays calm
    • Speaks politely
    • Accepts responsibility
    • Solves problems peacefully
    • Thinks before speaking

    Observable Behaviors

    Observable behaviors are actions people can see at work.

    1. Helps Colleagues During Busy Periods

    Examples

    • Helping carry trays
    • Cleaning tables quickly
    • Helping at reception
    • Assisting during busy service
    • Supporting short-staffed teams

    Useful Sentences

    • “I can help here.”
    • “Do you need support?”
    • “Let me help with this.”
    • “We are very busy today.”

    2. Shares Information Clearly

    Examples

    • Telling coworkers about guest requests
    • Explaining problems clearly
    • Giving correct information
    • Informing the next shift
    • Reporting mistakes quickly

    Useful Sentences

    • “The guest asked for this.”
    • “Please tell the next shift.”
    • “There is a problem in room 12.”
    • “The customer needs help.”

    3. Avoids Internal Conflict in Front of Guests

    Meaning

    Workers should not argue in front of guests.

    Problems should be discussed privately and calmly.

    Examples

    • Speaking calmly during disagreements
    • Waiting to discuss problems later
    • Not blaming coworkers publicly
    • Staying professional with guests nearby

    Useful Sentences

    • “Let’s discuss this later.”
    • “We can talk privately.”
    • “Please stay calm.”
    • “Let’s solve the problem together.”

    4. Respects All Departments

    Meaning

    All departments are important.

    Workers should respect every team in the workplace.

    Examples

    • Respecting housekeeping staff
    • Speaking politely to kitchen workers
    • Thanking maintenance staff
    • Helping other departments

    Useful Sentences

    • “Thank you for your work.”
    • “We appreciate your help.”
    • “All teams are important.”
    • “Let’s help each other.”

    5. Accepts Feedback Professionally

    Meaning

    Good workers listen to feedback and try to improve.

    Examples

    • Listening carefully to managers
    • Correcting mistakes
    • Asking questions politely
    • Trying to improve performance

    Useful Sentences

    • “Thank you for the feedback.”
    • “I will improve.”
    • “I understand.”
    • “Can you explain again?”

    6. Contributes Positively to Team Morale

    Meaning

    Positive workers help create a happy and friendly workplace.

    Examples

    • Smiling at coworkers
    • Saying positive things
    • Encouraging the team
    • Thanking colleagues
    • Being friendly every day

    Useful Sentences

    • “Good job today.”
    • “Thank you everyone.”
    • “We worked well today.”
    • “The team did very well.”

    Conclusion

    Good teamwork helps the workplace run smoothly. Workers should help each other, speak politely, and stay calm during busy times. Respect, support, and clear communication create a strong and happy team.

  • 👋🍀👍Front desk self-assessment for luxury hotels – sales & revenue awareness (A2+/B1, text only, part 9/16)👍🍀👋

    • You help the guest choose better options
    • You suggest services that improve their stay
    • You increase hotel income in a natural way
    • You do this in a friendly and honest way

    It is NOT pushing or forcing.
    It is helping guests make better choices.

    2. Core Qualities

    2.1 Commercial awareness

    You understand:

    • Which services make money for the hotel
    • Which rooms are more valuable
    • Which offers guests like most

    Example:

    • Standard room = basic price
    • Deluxe room = better view, higher price
    • Suite = large room, highest price

    You know this difference clearly.

    2.2 Confidence in recommending services

    You speak clearly and naturally.

    You do not hesitate.

    Example phrases:

    • “I recommend the breakfast package. It is very convenient.”
    • “A room with sea view is a great choice for your stay.”

    2.3 Persuasive communication

    You explain benefits simply.

    You help guests see value.

    Example:

    Instead of:

    • “Do you want to upgrade?”

    Say:

    • “The upgraded room has more space and a better view. Many guests enjoy it.”

    2.4 Brand loyalty

    You help guests return again.

    You promote membership programs.

    Example:

    • “If you join our loyalty program, you get free upgrades sometimes.”

    3. Observable Behaviors

    3.1 Upsells naturally

    What it means:

    You suggest better options in a normal way.

    Example:

    Guest: “I booked a standard room.”
    Staff:

    • “We also have a deluxe room for a small extra price. It is larger and more comfortable.”

    3.2 Promotes hotel amenities confidently

    Example:

    • “Our spa is very popular. Many guests relax there after travel.”
    • “We have a rooftop bar with a nice city view.”

    3.3 Recommends premium experiences

    Example:

    • “You may enjoy our dinner package with local food.”
    • “The airport transfer service makes your arrival easier.”

    3.4 Understands room categories thoroughly

    Example breakdown:

    • Standard: simple room, budget-friendly
    • Superior: better furniture, more space
    • Deluxe: premium view, more comfort
    • Suite: separate living area, luxury stay

    3.5 Encourages guest loyalty enrollment

    Example:

    • “Would you like to join our free membership? You can collect points and get discounts.”

    3.6 Maximizes opportunities without pressure

    Key idea:

    You suggest, but you never force.

    Good behavior:

    • Friendly tone
    • Guest choice always respected

    Example:

    • “If you like, we also have a breakfast option. It is optional.”

    4. Practical Examples (Real Situations)

    Situation 1: Room Upgrade

    Guest:
    “I booked a normal room.”

    Staff:

    • “Your room is nice. We also have a deluxe room today. It has a bigger bed and a city view. It is only a small extra cost. Would you like to see the price?”

    Situation 2: Breakfast Offer

    Guest:
    “Is breakfast included?”

    Staff:

    • “Breakfast is not included, but we have a buffet. Many guests enjoy it. It is fresh and has many choices. You can add it easily.”

    Situation 3: Spa Recommendation

    Guest:
    “I want to relax.”

    Staff:

    • “Our spa is a good option. You can choose massage or sauna. It is very quiet and relaxing.”

    Situation 4: Loyalty Program

    Guest:
    “I stay here often.”

    Staff:

    • “You can join our loyalty program. It is free. You get points and sometimes room upgrades.”

    Situation 5: Late Check-out Upsell

    Guest:
    “Can I stay a bit longer?”

    Staff:

    • “Yes, we can extend your check-out time. There is a small fee, and you can stay until 2 PM.”

    5. Useful Phrases (Easy English)

    Upselling

    • “You may prefer this option.”
    • “This room has extra comfort.”
    • “Many guests choose this upgrade.”

    Amenities

    • “We offer…”
    • “You can enjoy…”
    • “It is available in the hotel.”

    Loyalty

    • “It is free to join.”
    • “You earn points.”
    • “You get special benefits.”

    6. Do & Don’t

    DO

    • Be friendly
    • Explain benefits clearly
    • Offer options
    • Respect guest decisions
    • Speak confidently

    DON’T

    • Do not force upgrades
    • Do not confuse the guest
    • Do not hide prices
    • Do not sound too pushy
    • Do not overtalk

    7. Key Skill Summary

    Sales & Revenue Awareness means:

    • You understand hotel products
    • You explain value clearly
    • You suggest better options naturally
    • You help guests enjoy more
    • You increase revenue in a friendly way