• good service needs cultural knowledge

Respect and etiquette

1. Greetings and Handshakes

• People greet in different ways in different countries.
• Some people shake hands, others bow.
• In some countries, people kiss on the cheek to say hello.
• Some people only say hello with words.
• Eye contact can be polite or rude depending on the country.
• Using titles like Mr., Mrs., or Sir can show respect.

2. Personal Space and Privacy

• People need different amounts of space around them.
• Touching during conversation can be okay or not.
• Some people like privacy for personal information.
• It is important to respect homes and families.
• Some cultures like group activity more than private time.
• Public affection, like holding hands, can be okay or rude.

3. Eating and Table Manners

• People eat with hands, forks, knives, or chopsticks.
• The order of meals and where you sit can be important.
• Some people share food, others have their own plate.
• Talking and eating at the same time can be polite or rude.
• Tipping rules are different in each country.
• Some people cannot eat certain foods for religious reasons.

4. Dress and Religion

• Clothes can be different for men and women.
• Some places need head coverings or special clothes.
• Colors or patterns can have special meaning.
• Some countries have formal or casual dress rules.
• In some places, you must take off your shoes inside.
• Special clothes are needed for weddings, holidays, or ceremonies.

5. Politeness and Behavior

• Gestures can mean different things in different countries.
• Talking loudly or quietly can be polite or rude.
• Waiting your turn is important in some cultures.
• Saying thank you is done in many ways.
• Respect for older people or bosses is important.
• Public behavior, like standing in line, can have rules.

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Respect and etiquette

People live in many different countries, and every country has its own rules for respect and behavior. It is important to know these rules to be polite and friendly.

First, people around the world have different ways to greet each other. In some countries, people shake hands. In others, they bow or kiss on the cheek. Some only say hello with words. Eye contact can be polite or rude. Using titles like Mr., Mrs., or Sir can show respect.

Second, people need different amounts of personal space. Touching can be okay in some cultures but not in others. Privacy is important for personal information and homes. Some cultures like group activities more than private time. Public affection, like holding hands, may be okay or rude depending on the country.

Third, people eat in different ways. Some use hands, forks, knives, or chopsticks. Some share food, others use their own plate. Talking while eating can be polite or rude. Meal order and seating can be important. Tipping and food rules can be different.

Fourth, clothes and religion can affect behavior. Clothes can be different for men and women. Some places need special clothes or head coverings. Colors and patterns can have meaning. Shoes may need to be removed inside. Special clothes are for holidays or ceremonies.

Fifth, politeness and behavior are different everywhere. Gestures can mean different things. Speaking loudly or quietly can be polite or rude. Waiting your turn and saying thank you is important. Respect for older people and following rules in public is needed.

___________________

Vocabulary:

• Respect – to treat someone kindly and carefully
• Etiquette – the rules for being polite
• A rule – something you must do or not do
• Behavior – the way a person acts
• To be polite – to use kind words and good manners
• To greet – to say hello to someone
• To shake hands – to hold someone’s hand and move it up and down to say hello
• To bow – to bend your body forward to show respect
• To kiss on the cheek – to touch someone’s cheek with your lips to say hello
• Eye contact – looking at someone’s eyes when you talk
• Rude – not polite
• To show respect – to act in a kind and careful way to someone
• An amount of personal space – the space around someone’s body that they want to keep free
• To touch – to put your hand on someone or something
• Privacy – time or space alone or not shared with others
• Public affection – showing love or care in front of other people
• To depend on a country – to be different in different countries
• A chopstick – a thin stick used to eat food, usually in Asia
• To share food – to give part of your food to someone else
• A plate (restaurant) – a flat dish for food
• Seating – the place where someone sits
• To tip – to give extra money to someone for good service
• Food rules – rules about what or how to eat
• To affect behavior – to change the way someone acts
• A head covering – something worn on the head, like a hat or scarf
• A meaning – what something stands for or shows
• To remove shoes – to take off your shoes
• A ceremony (plural: ceremonies) – an event with special rules, like a wedding or holiday
• Politeness – using good manners
• A gesture – a movement of the hand, head, or body to show meaning
• To wait one’s turn – to wait until it is your time
• In public – in a place where other people can see

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Cheat sheets – summary:

Here’s Section 5: Politeness and Behavior in a 3-column cheat sheet, A2-friendly:

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Some dialogues on respect and etiquette

1. Greetings and Handshakes

Tom: Hello, Maria! How do you usually greet people in Spain?
Maria: Hi, Tom! In Spain, we often kiss on the cheek to say hello.
Tom: Really? That’s different. In my country, we usually shake hands.
Maria: Yes, and sometimes we just say “hello” with words. It depends on the person.
Tom: Should I look in your eyes when I greet you?
Maria: Yes, good eye contact is polite, but too much can feel strange.
Tom: And using titles, like Mr. or Mrs., is it important?
Maria: Yes, it shows respect, especially for older people or teachers.

2. Personal Space and Privacy

Anna: Hi, John. Can I sit here next to you?
John: Sure, but I like a little space around me.
Anna: Oh, I’m sorry! I’ll move a little.
John: Thanks. Some people also like privacy for their personal information.
Anna: I understand. I won’t look at your phone or messages.
John: That’s polite. And in some countries, public affection, like holding hands, is okay.
Anna: Really? I didn’t know that! In my country, people don’t do that in public.

3. Eating and Table Manners

Sara: Lee, how do people eat in Thailand?
Lee: We usually use a fork and spoon. Some people use chopsticks for noodles.
Sara: Can I share food with you?
Lee: Yes, sharing is common. But remember, don’t talk with your mouth full.
Sara: Oh, I see. And where should I sit?
Lee: The seat and order of eating can be important, especially at big meals.
Sara: What about tipping?
Lee: It’s okay, but not always required. And some people cannot eat meat for religious reasons.

4. Dress and Religion

Emma: Fatima, why do you wear a scarf on your head?
Fatima: In my religion, women wear a head covering in public.
Emma: And your clothes are different from mine.
Fatima: Yes, some clothes are for men and women. Colors and patterns can have special meaning.
Emma: Should I remove my shoes if I visit your house?
Fatima: Yes, it is polite. And special clothes are needed for weddings or religious ceremonies.

———————end of audio—————-

5. Politeness and Behavior

Liam: Noah, why is everyone speaking quietly here?
Noah: Speaking loudly can be rude in some countries.
Liam: And gestures?
Noah: Some gestures are polite, like nodding, and some are rude.
Liam: Should I wait my turn in line?
Noah: Yes, waiting is important. Saying “thank you” is done in many ways too.
Liam: And respect for older people?
Noah: Very important. Public behavior, like standing in line or walking politely, matters a lot.

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• good service needs cultural knowledge

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Communication

1. Languages & Accents

• Guests speak many languages
• Different accents can be hard to understand
• Use clear pronunciation
• Repeat if guest does not understand
• Avoid speaking too fast
• Gestures can mean different things

2. Simple & Polite Language

• Speak slowly
• Use short sentences
• Choose easy words
• Avoid slang or idioms
• Always be polite
• Say “please” and “thank you”

3. Avoid Misunderstandings

• Listen carefully
• Repeat information if needed
• Ask guest to confirm
• Use simple questions
• Stay calm and friendly
• Clarify if something is not clear

4. Explain Rules & Services

• Explain step by step
• Use simple words
• Show with examples or pictures
• Be patient with questions
• Repeat important points
• Make sure guest feels comfortable

5. Non-Verbal Cues

• Eye contact (different meaning in cultures)
• Smile to show friendliness
• Use open body language
• Respect personal space
• Watch hand gestures
• Notice guest’s tone of voice

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Communication

In hotels and tourism, communication is very important. Guests come from many countries. They have different languages, accents, and body language. Staff must understand this to give good service and make guests feel welcome.

First, languages and accents can be difficult. Some guests do not speak English well. Others speak with a strong accent. Sometimes staff and guests cannot understand each other. Gestures can also be different. A hand signal can mean “good” in one country but “bad” in another. Staff should listen carefully and speak clearly.

Second, staff should use simple and polite language. They should speak slowly and use short sentences. Easy words are better than slang or difficult expressions. Saying “please,” “thank you,” and “sorry” shows respect and kindness.

Third, misunderstandings can happen. Staff should repeat information if needed. They can ask guests to repeat or confirm. If something is not clear, staff must explain again. Being calm and friendly is always important.

Fourth, hotel rules and services must be explained clearly. Guests may not know local customs or hotel systems. Staff should explain step by step, give examples, and repeat important things. Patience makes guests feel comfortable.

Finally, non-verbal communication is important. Smiles, eye contact, and body language are different in cultures. Staff should be respectful and careful.

In conclusion, understanding cultural background helps staff avoid problems and give better service.

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Vocabulary:

1. an accent – the way a person’s voice sounds when they speak, often from their country.
2. body language – the way you move your body to show feelings, without words.
3. to make guests feel welcome – to help guests feel happy and comfortable in your hotel.
4. a gesture – a movement of your hand, head, or body to show something.
5. polite – showing good manners and respect to people.
6. slang – informal or “easy” words people use, not always correct.
7. an expression – the way you say something with words or your face.
8. to show respect – to be careful and kind to other people.
9. kindness – being nice and helpful to other people.
10. a misunderstanding – when someone does not understand something correctly.
11. to repeat information – to say something again so people understand.
12. to confirm – to say “yes, it is correct” or check something is right.
13. to explain – to give information so someone can understand.
14. to be calm – to stay quiet and not angry or nervous.
15. a local custom – a special way people do things in a country.
16. step by step – one thing at a time, in order.
17. patience – the ability to wait and not be angry.
18. to feel comfortable – to feel happy and relaxed.
19. finally – the last thing, at the end.
20. non-verbal communication – sending messages without words, e.g., with gestures or facial expressions.
21. eye contact – looking at someone’s eyes when talking.
22. respectful – showing respect and care for others.
23. in conclusion – at the end, when you finish explaining.
24. to avoid problems – to stop problems before they happen.

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Cheat Sheet:

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Some dialogues on the importance of clear communication:

1. Do: Speak slowly and clearly

Story:
Maria works at the front desk of a hotel in Berlin. A guest from Spain arrives at 3 PM after a long flight.

Dialogue:
Guest: (tired) “Hello… I have… reservation… Maria Nunez?”
Maria: (smiling) “Hello, welcome to our hotel! Can you please spell your last name slowly?”
Guest: “N-U-N-E-Z.”
Maria: (speaking slowly) “Thank you, Ms. Nunez. Your reservation is confirmed. Your room number is 305. Take the elevator to the third floor, then turn left.”
Guest: “Third floor… left… okay.”
Maria: “Yes, exactly. Here is your key card. Breakfast is from 7 a.m. to 10 a.m. in the restaurant on the first floor. If you need anything, please call the front desk. Do you understand everything?”
Guest: “Yes… thank you… very clear.”
Maria: “Great! Enjoy your stay and have a good rest.”

Explanation: Speaking slowly, repeating important information, and checking understanding helps guests feel comfortable.

2. Don’t: Use slang or very difficult words

Story:
Ahmed works in a hotel in London. A guest from Japan arrives for breakfast.

Dialogue (wrong way):
Guest: “Breakfast… where?”
Ahmed: “Oh, mate, just grab some grub downstairs, you know, the usual spread.”
Guest: (confused) “Huh?”

Correct version:
Ahmed: “Sorry, I will explain clearly. Breakfast is in the restaurant on the ground floor. It opens at 7 a.m. and closes at 10 a.m. You can choose anything you like: eggs, bread, fruit, coffee, or tea. Do you understand?”
Guest: “Yes, thank you. I understand now.”
Ahmed: “You are welcome! Please enjoy your meal.”

Explanation: Avoid slang or idioms. Simple, clear words are better. Guests from other countries understand better this way.

————-end of audio————-

3. Do: Repeat information when needed

Story:
Li works at a hotel in Paris. A German guest wants to book a taxi for the airport the next morning.

Dialogue:
Guest: “Taxi… 8 a.m. airport… okay?”
Li: “Yes, the taxi will come at 8 a.m. in front of the hotel. Can you repeat the time for me?”
Guest: “Eight a.m., yes.”
Li: “Perfect! The taxi driver will be waiting outside the main entrance. Please be ready five minutes early.”
Guest: “Okay… outside… five minutes early. Got it.”
Li: “Thank you. Do you want me to write the information on a card for you?”
Guest: “Yes, please. That is very helpful.”
Li: (writes on card) “Here is your card. Taxi 8 a.m., front entrance. Have a safe flight!”
Guest: “Thank you very much. You are very helpful.”

Explanation: Repeating information, writing it down, and confirming details prevents misunderstandings.

4. Don’t: Ignore gestures or cultural differences

Story:
Anna works at a hotel in Thailand. A guest from India shows a hand gesture while asking about the pool.

Dialogue (wrong way):
Guest: (shows thumbs up) “Pool… okay?”
Anna: (frowns) “I don’t understand. Don’t do that.”
Guest: (confused)

Correct version:
Anna: (smiling) “Oh, I see! You mean everything is good? Do you want to swim?”
Guest: “Yes, yes… pool good?”
Anna: “Yes, the pool is open from 8 a.m. to 8 p.m. Children must be with adults. Please do not run near the pool.”
Guest: “Ah, okay… thank you. I understand now.”
Anna: “You are welcome! Enjoy your swim!”

Explanation: Different countries have different gestures. Always check if you understand. Never assume the meaning.

—————-end of audio—————-

5. Do: Explain hotel rules politely and clearly

Story:
Tom works at a hotel in Rome. A guest from Brazil asks about the pool and breakfast rules.

Dialogue:
Guest: “Pool… open?”
Tom: “Yes, the pool is open every day from 8 a.m. to 8 p.m. Please walk carefully near the pool. Children must be with adults. Do you have children with you?”
Guest: “Yes, one child.”
Tom: “Okay, thank you. Also, breakfast is from 7 a.m. to 10 a.m. in the restaurant on the first floor. Please wear a mask if you are close to the buffet. Do you understand?”
Guest: “Yes… I understand. Thank you for explaining.”
Tom: “You are welcome. If you have any questions, please call the front desk. We are happy to help.”

Explanation: Explaining rules step by step and politely makes guests feel safe and respected.

• good service needs cultural knowledge

Importance of understanding guests’ cultural background

• Communication
  • Different languages, accents, gestures
  • Use simple and polite language
  • Avoid misunderstandings
  • Explain rules, services clearly
  • Recognize non-verbal cues
• Respect and etiquette
  • Greetings and handshakes vary by culture
  • Personal space and privacy differences
  • Dining habits and table manners
  • Dress codes or religious customs
  • Politeness and behavior expectations
• Tailored services
  • Food preferences (vegetarian, halal, kosher)
  • Room setup (bed type, room location)
  • Special needs (allergies, accessibility)
  • Preferred activities or entertainment
  • Timing of services according to cultural habits
• Customer satisfaction
  • Guests feel welcome and respected
  • Positive feelings → good reviews
  • Increased loyalty → repeat visits
  • Word-of-mouth recommendation
  • Guests enjoy their stay more
• Problem-solving
  • Handle complaints politely and respectfully
  • Use culturally appropriate solutions
  • Avoid actions that may offend
  • Quick and understanding response
  • Build trust with guests
• Conclusion / Key point
  • Understanding culture → better communication
  • Show respect → increase satisfaction
  • Provide services suited to guests → happy guests, successful business

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Understanding Guests’ Cultural Background

It is very important for hotels to understand the culture of their guests. First, communication is very important. Guests can speak different languages or have different accents. Staff should use simple and polite words. They should explain rules and services clearly. Staff can also watch gestures and facial expressions to understand guests.

Second, respect and good behavior are important. Staff should greet guests in the right way, for example with a handshake or a bow. They should respect personal space and privacy. Politeness is very important. Staff should also know dining habits, table manners, dress codes, and religious rules.

Third, services should fit each guest. Food preferences, like vegetarian, halal, or kosher, should be available. Rooms should match guest needs, for example bed type and room location. Special needs, like allergies or accessibility, should also be considered. Guests like it when activities, entertainment, and service times match their wishes.

Customer satisfaction comes from making guests feel welcome and respected. Happy guests leave good reviews and return to the hotel. Problems should be solved politely and quickly. Understanding guests’ culture improves communication, shows respect, and helps hotels give a happy stay and good service.

________________________

Vocabulary:

• Cultural background – the way people live, their traditions, and customs.
• Communication – talking or sending messages to other people.
• An accent – the way someone’s voice sounds when they speak a language.
• To be polite – to be nice and use good words with people.
• To explain rules – to tell people what they can or cannot do.
• To watch gestures – to look at people’s movements to understand them.
• Facial expressions – the feelings on someone’s face, like happy or sad.
• Respect – to be kind and careful about other people’s feelings and rules.
• Behaviour – the way someone acts.
• To greet guests – to say hello to people who come to visit.
• A handshake – when two people hold hands and shake them to say hello.
• A bow – when a person bends forward to show respect.
• To respect personal space – to not come too close to someone.
• Privacy – being alone or having your own space.
• Politeness – using good manners with other people.
• Dining habits – the way people eat.
• Table manners – the correct way to eat at the table.
• Dress codes – rules about what clothes you can wear.
• Religious rules – rules from a religion about how to live.
• To fit a guest – to be good or correct for a guest.
• Food preferences – the foods a person likes or does not like.
• To be available – to be ready or there for someone.
• To match needs – to be what someone wants or needs.
• Special needs – help some people need, for example, because of illness or disability.
• Accessibility – being able to enter or use a place easily.
• To consider – to think about something before making a choice.
• Entertainment – fun activities, like movies, music, or games.
• To match the guest’s wishes – to do what the guest wants.
• Customer satisfaction – when a guest is happy with the service.
• To be respected – to be treated well and kindly.
• A good review – a nice comment about a place or service.
• To solve problems politely – to fix problems in a kind way.
• To improve communication – to make talking and understanding easier.
• To show respect – to act in a kind and careful way to other people.

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• from complaint to guest satisfaction

1. Introduction – The Complaint

• Start with the guest arriving at or staying in the hotel.
• Describe the problem they encounter (e.g., a dirty room, noisy neighbors, broken air conditioning).
• Show the guest’s reaction: frustration, disappointment, or annoyance.

2. Action – Reporting the Problem

• Explain how the guest communicates the issue (calls reception, visits front desk).
• Include the hotel staff’s response (listening, apologizing, offering solutions).

3. Resolution – Problem Solved

• Describe the actions taken by the staff to fix the issue (cleaning the room, changing the room, repairing something).
• Show the guest noticing the improvement or solution.

4. Conclusion – Guest Satisfaction

• Emphasize the guest’s positive reaction: happy, relieved, or thankful.
• Optionally, mention the guest leaving a compliment or feeling good about the hotel service.

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Dialogue 1:

A guest arrives at the hotel and goes to the front desk. He looks tired and frustrated.

Guest: “Excuse me, I have a problem. My room is very hot and the air conditioner does not work.”
Receptionist: “Oh, I am very sorry. That is not good. You must be uncomfortable. Do you want to stay in this room, or would you like to move to another room with a working air conditioner?”
Guest: “I would like to move, please. I cannot sleep in a hot room.”

Receptionist: “No problem. The bellboys will help you move your things to the new room.”
Guest: “Oh, thank you! That is very kind of you.”

Two bellboys arrive quickly with a trolley.
Bellboy 1: “Hello, sir. We will carry your bags to the new room. Please follow us.”
Bellboy 2: “Yes, sir. Everything will be safe and quick.”
Guest (smiling): “Thank you very much. You are very helpful.”

The guest follows the bellboys down the corridor. He feels a little better knowing help is coming. They open the door to the new room, and a cool breeze from the air conditioner welcomes him.

Guest: “Ah, now it is cool and comfortable. I am very happy. This is much better.”
Receptionist (smiling): “I am glad you are comfortable. Enjoy your stay!”
Guest: “Yes, thank you. You all helped me a lot. Now I can relax and rest.”
Bellboy 1: “We are happy to help, sir.”
Bellboy 2: “Have a nice stay!”

The guest unpacks a little, sits on the bed, and smiles. He feels relieved and satisfied with the hotel service.

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Dialogue 2:

A guest comes to the front desk looking unhappy.

Guest: “Excuse me, my shower does not work. The water is very cold.”
Receptionist: “Oh, I am very sorry. That is not good. Do you want to move to another room, or stay here?”
Guest: “I want to stay. I don’t want to move my things.”
Receptionist: “Okay. Housekeeping can fix the shower in one hour. Is that okay for you?”
Guest: “Yes, that is fine. Thank you very much.”
Receptionist: “Thank you for waiting. While you wait, we can offer you a free drink at the hotel bar. Would you like that?”
Guest: “Oh, yes! That is very kind of you.”

The guest goes to the bar and enjoys a drink while waiting. He feels a little better.

One hour later, the receptionist goes to check the room.

Receptionist: “Hello, sir. I just want to make sure your shower works now.”
Guest (smiling): “Yes, now it is perfect! The water is hot and strong. Thank you very much.”
Receptionist: “I am glad everything is okay. Housekeeping did a good job. Enjoy your stay!”
Guest: “Yes, thank you. You helped me a lot, and I am happy now.”

The guest takes a shower and relaxes. He feels comfortable and pleased with the hotel service.

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Dialogue 3:

A guest comes to the front desk looking unhappy.

Guest: “Excuse me, my toilet does not flush.”
Receptionist: “Oh, I am very sorry. That is not good. Housekeeping can fix it now.”
Guest: “Okay, thank you.”

Later, the receptionist calls the guest to check.

Receptionist (on phone): “Hello, sir. Is your toilet working now?”
Guest: “No, it does not work. I am annoyed. I cannot use it.”
Receptionist: “I am very sorry. We will send housekeeping again to fix it immediately.”

After housekeeping works on the toilet a second time, the receptionist goes personally to the guest’s room.

Receptionist (knocking and entering): “Hello, sir. I want to check myself and make sure your toilet is working now.”
Guest (smiling): “Yes, now it works. Thank you for coming personally.”
Receptionist: “I am glad. I am very sorry for the problems earlier. To make you happy, we can offer you a free drink now, and a free dinner in the evening. Would you like that?”
Guest: “Oh, yes! That is very kind of you.”

Receptionist: “Also, if you want, we can move you to a new room, but you do not have to.”
Guest: “No, I want to stay in this room. I am happy now with your offer.”

Receptionist: “Good. And remember, sir, if you need anything else, you can call the front desk anytime. We are here to help you.”
Guest: “Thank you! That is very nice. I feel safe and happy.”

Later, the guest enjoys a drink at the hotel bar and relaxes. In the evening, he has a free dinner and feels comfortable and satisfied.

Guest (smiling to receptionist): “Thank you very much. Now I am very happy with my stay.”
Receptionist: “I am glad, sir. Enjoy the rest of your stay!”

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An unlucky guest made a happy guest;-)

A guest arrives at the hotel in the afternoon. He looks tired after a long journey and from his room goes directly to the front desk.

Guest: “Excuse me, my room is very hot. The air conditioner does not work.”
Receptionist (smiling politely): “Oh, I am very sorry. That is not good. You must be uncomfortable. Do you want to stay in this room, or would you like to move to another room with a working air conditioner?”
Guest (sighing): “I cannot sleep in a hot room. I want to move, please.”
Receptionist: “No problem, sir. The bellboys will help you move your bags to the new room. Please wait a moment.”

Two bellboys arrive quickly with a trolley.

Bellboy 1: “Hello, sir. Please follow us. We will carry your bags.”
Bellboy 2: “Yes, everything will be safe.”
Guest (smiling): “Thank you very much. You are very helpful.”

The bellboys carry the luggage while the guest follows them down the corridor. The new room is ready, cool, and comfortable.

Guest (relieved): “Ah, now it is cool and comfortable. I am very happy.”
Receptionist: “I am glad you are comfortable. Enjoy your stay, sir!”

The next morning, the guest calls the front desk.

Guest: “Excuse me, my shower does not work. The water is very cold.”
Receptionist: “Oh, I am very sorry. Housekeeping can fix the shower in one hour. Is that okay for you?”
Guest: “Yes, that is fine. Thank you.”
Receptionist: “While you wait, sir, we would like to offer you a free drink at the hotel bar. Would you like that?”
Guest: “Oh, yes! That is very kind of you.”

The guest goes to the bar and enjoys a cool drink. He feels a little relaxed while waiting for the shower to be fixed.

One hour later, the receptionist calls the guest.

Receptionist: “Hello, sir. Is your shower working now?”
Guest (smiling): “Yes, now it is perfect. The water is hot and strong. Thank you very much.”
Receptionist: “I am glad everything is okay. Enjoy your stay!”

—————–end of audio————-

Later that day, the guest comes to the front desk again. He looks unhappy.

Guest: “Excuse me, my toilet does not flush.”
Receptionist: “Oh, I am very sorry. That is not good. Housekeeping will fix it now.”
Guest: “Okay, thank you.”

After the first repair, the receptionist calls the guest.

Receptionist (on phone): “Hello, sir. Is your toilet working now?”
Guest: “No, it does not work. I am annoyed. I cannot use it.”
Receptionist: “I am very sorry. We will send housekeeping again to fix it immediately.”

Once housekeeping repairs the toilet a second time, the receptionist decides to go personally to the guest’s room.

Receptionist (knocking and entering): “Hello, sir. I want to check myself and make sure your toilet is working now.”
Guest (smiling, relieved): “Yes, now it works. Thank you for coming personally. I appreciate it.”
Receptionist: “I am glad. I am very sorry for the problems earlier. To make you happy, we can offer you a free drink now, and a free dinner in the evening. Would you like that?”
Guest: “Oh, yes! That is very kind of you.”

Receptionist: “Also, sir, if you want, we can move you to a new room. But you do not have to move if you prefer to stay here.”
Guest: “No, I want to stay in this room. I am happy now with your offer.”

Receptionist: “Good. And remember, sir, if you need anything else, you can call the front desk anytime. We are here to help you.”
Guest: “Thank you! That is very nice. I feel safe and happy.”

Later, the guest enjoys a cold drink at the hotel bar and relaxes. In the evening, he has a delicious free dinner. He smiles, feeling comfortable and satisfied with the hotel service.

Guest (to the receptionist): “Thank you very much. Now I am very happy with my stay. You helped me a lot.”
Receptionist (smiling): “I am glad, sir. Enjoy the rest of your stay!”

• Ask later: “Is everything okay now?”
• Manager can also call or leave a note.
  

Follow up:

After you solve a guest’s problem or complaint, it is important to check that everything is okay. This shows the guest that you care about their stay and that the hotel is professional.

1. Ask later: You can ask the guest politely:

• “Is everything okay now?”
• “Are you happy with our solution?”

2. Manager can help: Sometimes, the manager can call the guest or leave a note in the room to make sure the guest is satisfied.

Why follow-up is important:

• Guests feel valued and respected.
• It can prevent negative reviews.
• It improves the hotel’s reputation.

Example:
If a guest had a noisy room, after moving them to a quiet room, you can go later and ask: “Is everything okay now? Is your new room comfortable?”

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Follow up: solving problems and dealing with complaints in a hotel

In a hotel, guests sometimes have problems or complaints. They may be unhappy with their room, the service, or something else. It is very important for hotel staff to solve these problems quickly and politely. After solving the problem, it is also very important to follow up.

Following up means checking later if everything is okay. You can ask the guest politely: “Is everything okay now?” or “Are you happy with our solution?” This shows that the hotel cares about the guest and wants them to have a good stay.

Sometimes, the hotel manager can also help with follow-up. The manager can call the guest or leave a note in the room to make sure the guest is satisfied. This is very professional and makes the guest feel important.

Following up is important because it can stop small problems from becoming bigger. Guests feel respected and happy. They may write good reviews and come back to the hotel again.

In conclusion, following up after solving a problem is a small action, but it is very important in the hotel business. It makes guests feel comfortable and improves the hotel’s reputation.

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Vocabulary:

1. To follow up – to check later if something is okay.
2. To solve a problem – to find an answer for a problem.
3. To deal with a complaint – to help a guest who is unhappy.
4. Politely – in a nice and friendly way.
5. A solution – a way to fix a problem.
6. To care for somebody – to help and be kind to someone.
7. To have a good stay – to enjoy your time in a hotel.
8. To make sure – to check that something is correct.
9. To be satisfied – to be happy with something.
10. To be professional – to act in a correct and polite way at work.
11. To stop problems from becoming bigger – to solve small problems before they get worse.
12. To feel respected – to feel that people are nice and polite to you.
13. To write a review – to write your opinion about a hotel or service.
14. In conclusion – at the end, to say the final idea.
15. To improve a situation – to make a problem better.
16. A reputation – what people think about a person or a company.

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Cheat sheet 1:

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Cheat sheet 2:

Extra tips:

• Always be polite and friendly.
• Act quickly to solve problems.
• Follow up is important to prevent negative reviews.
• Be professional at all times.

5. Give a Solution:

Step 1: Listen to the guest

First, listen carefully to the guest. Understand the problem. Do not interrupt. Show that you want to help.

Step 2: Think of possible solutions

There are many simple solutions you can give:

• Room upgrade – Give the guest a bigger or better room.
• Free drink – Give a coffee, tea, or soft drink.
• Late check-out – Let the guest stay a few extra hours.
• Small gift – Give a small present like chocolate, fruit, or a souvenir.
  

Step 3: Give more than the guest expects

Try to give a little extra. For example, if the guest asks for a late check-out, you can also give a free drink. This makes the guest feel special.

Step 4: Check the guest is happy
Ask the guest if the solution is good. Smile and be polite. A happy guest remembers the hotel and tells others.

Conclusion:

Giving a solution is not only about fixing the problem. It is about making the guest feel important and welcome. Small gestures can make a big difference.

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When a guest has a problem in a hotel, it is very important to give a solution. A solution can make the guest happy and comfortable. First, you must listen to the guest carefully. Do not interrupt. Show that you understand the problem and want to help.

Next, think about the possible solutions. There are many simple things you can do. You can give a room upgrade. The guest gets a bigger or better room. You can give a free drink, like coffee, tea, or water. You can offer a late check-out, so the guest can stay a little longer. You can give a small gift, for example chocolate, fruit, or a small souvenir.

It is important to give more than the guest expects. For example, if the guest asks for a free drink, you can also give a small gift. This makes the guest feel special and happy.

Finally, check if the guest is happy with the solution. Smile and be polite. A happy guest will remember the hotel and tell other people. Giving a solution is not only about fixing the problem. It is about giving good service and making the guest feel important.

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Vocabulary:

• to have a problem – to have something that is not good or is difficult
• to give a solution – to help with a problem
• comfortable – feeling good and relaxed
• to listen carefully – to pay close attention when someone speaks
• to interrupt – to stop someone while they are speaking
• a possible solution – a way to fix a problem
• a room upgrade – a better or bigger room than before
• a late check-out – leaving the hotel later than the usual time
• to give a gift – to give something nice to someone
• to expect – to think something will happen
• finally – at the end, last
• to smile – to make your mouth look happy
• to be polite – to be nice and show respect to others
• to remember – to keep something in your mind
• to fix a problem – to make a problem better or stop it
• to make somebody feel important – to help someone feel special and valued

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Cheat sheet:

Extra Tips:

• Always stay calm and friendly.
• Use polite words like “please,” “thank you,” and “I’m sorry.”
• Small gestures can make a big difference.
• Remember: the goal is not only to fix the problem but also to make the guest feel important.

Rule: Do not blame other people.
Always say: “I will fix this for you.”
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1) Why it is important

• Guests feel safe when staff take responsibility.
• It shows respect and care.
• It builds trust between guest and hotel.
• Guests expect staff to be responsible in a 5-star hotel.

2) What to say (good words)

• “I am sorry. I will fix this for you.”
• “Thank you for telling me. I will fix this for you.”
• “I understand. I will fix this for you.”

3) What not to say (bad words)

• “It is not my job.”
• “Another department made a mistake.”
• “I don’t know.”

4) How to speak

• Use a calm voice.
• Look at the guest.
• Speak clearly.
• Always say: “I will fix this for you.”

5) Short role-play examples

Example 1
Guest: “My room is noisy.”
Staff: “I am sorry. I will fix this for you.”

Example 2
Guest: “My bill is wrong.”
Staff: “Thank you for telling me. I will fix this for you.”

Example 3
Guest: “My room is not clean.”
Staff: “I understand. I will fix this for you.”

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Take Responsibility

In a 5-star hotel, it is very important to take responsibility. When a guest has a problem, the staff must not blame other people. Guests do not want to hear excuses. They want to hear that the hotel will take care of them.

Taking responsibility means using the right words. The best words are: “I will fix this for you.” These words are short, simple, and strong. They show the guest that the staff member cares. They also show that the staff member will take action.

When a guest is upset, the wrong words can make the problem worse. For example, saying “It is not my job” or “Housekeeping made a mistake” is not good. These words blame other people. The guest will feel angry or disappointed.

The correct way is always to accept the problem. The staff should look at the guest, stay calm, and speak clearly. A smile and polite tone also help. Then, the staff should say: “I am sorry. I will fix this for you.”

This small sentence builds trust. The guest feels safe and respected. Taking responsibility is the heart of excellent service.

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Vocabulary:

1. To take responsibility – to say a problem is your job and you will do something.
2. To blame other people – to say the problem is someone else’s fault.
3. To hear an excuse – to listen to a reason why someone says they cannot do something.
4. To take care of a guest – to help a guest and make them feel good.
5. To take action – to do something to solve a problem.
6. To be upset – to feel unhappy or angry.
7. To make a problem worse – to make a problem bigger or more difficult.
8. To feel angry – to have strong bad feelings.
9. To be disappointed – to feel sad because something is not good or not what you wanted.
10. To accept the problem – to say “yes, this is a problem” and not blame others.
11. To stay calm – to not get angry or nervous.
12. To speak clearly – to talk so other people can understand you.
13. A polite tone – a nice, friendly way to speak to people.
14. To build trust – to make someone believe you are honest and reliable.
15. To feel safe – to feel no danger and feel protected.
16. To feel respected – to feel that people are nice and care about you.
17. To be the heart of excellent service – to be the most important part of very good help to guests.

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Cheat sheet 1:

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Cheat sheet 2 – key points:

Key Points to Remember

• Never blame other people.
• Speak politely and calmly.
• Show the guest you care.
• Always use: “I will fix this for you.”
• Taking responsibility builds trust and respect.

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Flowchart:

Guest has a problem or complaint
            |
            v
      Staff listens carefully
            |
            v
     Staff apologizes politely
            |
            v
  Staff takes responsibility (do not blame others)
            |
            v
   Staff says: "I will fix this for you."
            |
            v
   Staff stays calm and uses polite tone
            |
            v
 Staff repeats or confirms the problem to show understanding
            |
            v
       Staff follows up/checks
            |
            v
Guest feels safe, respected, and satisfied

Tips for staff

• Always stay calm and speak clearly.
• Never blame other staff or departments.
• Use polite language at all times.
• Saying “I will fix this for you” is the most important step.
• Follow-up if possible to make sure the guest is happy.

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3. Say Sorry

Saying sorry is very important.
Guests want to hear that you care.
Even if the problem is not your fault, always say sorry.

• A sorry makes the guest feel respected.
• A sorry shows the guest that you are listening.
• A sorry helps the guest feel calm.

How to say sorry:

• Look at the guest.
• Use a kind voice.
• Say it clearly.

Examples:

• “I’m very sorry for the problem.”
• “I’m sorry you had to wait.”
• “I’m sorry your rest was disturbed.”

Do not say:

• “It’s not my fault.”
• “You must talk to someone else.”

Remember:
You are not saying you made the mistake.
You are saying: “I care about your problem.”

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Summary:

Saying sorry is one of the most important parts of good service. When a guest has a problem, they want to feel that the staff understand them. A simple sorry can make a big difference. Even if the problem is not your fault, you should always say sorry. This shows the guest that you care about their feelings.

When you say sorry, you help the guest feel calm. They see that you are on their side. It is not about blaming anyone. It is about showing respect. Guests may forget the problem later, but they will remember if the staff spoke kindly and politely.

How should you say sorry? First, look at the guest and listen carefully. Then, use a soft and kind voice. Keep the words short and clear. Good examples are: “I’m very sorry for the problem,” or “I’m sorry your rest was disturbed.” These words are simple, but they show empathy.

You should not say: “It’s not my fault,” or “Talk to someone else.” These answers make the guest feel worse. Remember: saying sorry does not mean you made the mistake. It means you care. A true and kind sorry is the first step to making the guest happy again.

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Vocabulary:

to say sorry – to tell someone “sorry” when there is a problem.

to understand – to know what something means.

a big difference – when two things are not the same.

a fault – something wrong; a mistake.

to care about feelings – to think about how someone feels.

to feel calm – to be quiet inside, not angry, not afraid.

to blame somebody – to say it is another person’s fault.

to show respect – to be polite and nice to someone.

to remember – to keep something in your mind.

to speak kindly – to talk in a nice and friendly way.

politely – to speak in a good and respectful way.

to listen carefully – to pay close attention when someone talks.

a soft voice – a quiet, gentle voice.

to be kind – to be good and helpful to people.

to keep words short – to use only a few, simple words.

to disturb someone’s rest – to stop someone from sleeping or relaxing.

to show empathy – to say “I understand how you feel.”

to feel worse – to feel more bad than before.

to make a mistake – to do something wrong, not correct.

to care for somebody – to look after someone, to help them.

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Cheat sheet 1:

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Cheat sheet 2:

Practice Situations

Who Can Offer What

2. The 6-Step Golden Framework

1. Listen Actively
   • Maintain eye contact, nod, and don’t interrupt.
   • Note key details.
2. Acknowledge & Empathize
   • Show understanding: “I understand how this has disrupted your stay.”
3. Apologize Sincerely
   • Even if it’s not your fault: “I’m very sorry for this inconvenience.”
4. Take Ownership
   • Avoid passing blame.
   • Use: “I will personally make sure this is resolved.”
5. Offer a Solution / Service Recovery
   • Empowered options: upgrade, complimentary service, late check-out, small gift.
   • Always aim to exceed expectations.
6. Follow-Up
   • Check back: “Has everything been resolved to your satisfaction?”
   • Management may add a personal touch (note, call).

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Summary:

In a five-star hotel, staff need a clear way to handle guest complaints. This is called the “6-step golden framework.”

The first step is to listen carefully. Staff must pay attention and understand the guest’s problem.

The second step is to acknowledge and show empathy. This means staff show that they understand and care about the guest’s feelings.

The third step is to apologize. Even if the problem is not the staff’s fault, they should say sorry.

The fourth step is to take ownership. Staff should promise to help and not blame others.

The fifth step is to offer a solution. This can be a small gift, a room change, or something else that makes the guest happy.

The sixth and last step is to follow up. Staff should check that the guest is satisfied.

Using these six steps helps guests feel respected and happy and makes the hotel look good.

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Vocabulary:

• to handle complaints – to deal with problems or complaints from guests
• a framework – a plan or steps to do something
• to pay attention – to look or listen carefully
• to acknowledge and show empathy – to say you understand and care about someone’s feelings
• to care about feelings – to be kind and think about how someone feels
• to apologize – to say “I am sorry”
• a fault – a mistake or something wrong
• to take ownership – to say “I will help” and accept responsibility
• to promise – to say you will do something
• to blame somebody – to say it is someone else’s fault
• to offer a solution – to give an idea to fix a problem
• a small gift – a little present
• a room change – giving the guest a different room
• to follow up – to check later if everything is OK
• to be satisfied – to be happy with something
• to feel respected – to feel treated well and politely

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Cheat sheet: