• handling problems at the frontdesk,
  some dialogues,
  lots of useful stuff and vocabulary
  
  

Listen → Ask → Apologize → Offer Solution → Check → Close
_______________________

before

& after

How to Handle Complaints – Simple Steps

1. Listen – Pay attention and understand the guest’s problem.
2. Ask – Get details like room number or what exactly is wrong.
3. Apologize – Say sorry politely, even if it is not your fault.
4. Offer Solution – Explain clearly what you can do (housekeeping, technician, move room).
5. Check – Make sure the guest agrees with the solution.
6. Close Politely – Thank the guest and offer further help.

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

When a guest has a problem in a hotel, it is very important to help them politely and quickly. The first step is to listen carefully. The receptionist should pay attention to the guest and understand the problem. Listening shows respect and makes the guest feel comfortable.

The second step is to ask for details. The receptionist should ask for the room number or other important information. Asking questions helps to understand the problem correctly and find the best solution.

The third step is to apologize. Even if the problem is not the receptionist’s fault, saying sorry is polite and shows care. Apologizing makes the guest feel valued.

The fourth step is to offer a solution. The receptionist can send housekeeping, a technician, or move the guest to another room. The solution should be clear and easy to understand.

The fifth step is to check if the solution is acceptable. The receptionist should make sure that the guest is happy with the action. This prevents further problems.

The last step is to close politely. The receptionist should thank the guest and offer additional help if needed. Following these steps helps the guest feel respected, safe, and satisfied during their stay.

______________________________

Vocabulary:

1. A complaint – when someone says something is wrong or not good.
2. To handle a problem – to take care of a problem or fix it.
3. To apologize – to say sorry to someone.
4. To offer a solution – to say how to fix a problem.
5. Politely – in a nice and respectful way.
6. To listen carefully – to hear someone and pay attention to every word.
7. To pay attention – to look or listen carefully.
8. To show respect – to be polite and think about other people.
9. To feel comfortable – to feel relaxed and happy.
10. To understand correctly – to know the real problem in the right way.
11. To find a solution – to look for a way to fix a problem.
12. A fault – a mistake or problem.
13. To be polite – to speak and act nicely to others.
14. To show care – to show that you think about someone and their feelings.
15. To feel valued – to feel that people think you are important.
16. A solution – a way to fix a problem.
17. Housekeeping – the staff who clean and take care of the rooms.
18. To be acceptable – to be good enough or okay.
19. To prevent further problems – to stop more problems from happening.
20. To close a case politely – to finish a problem and speak nicely to the person.
21. To feel respected – to feel that people are nice and polite to you.
22. To feel satisfied – to feel happy because the problem is solved.

_______________________

Multiple choice, one answer correct:

1. A complaint is…
a) when someone is unhappy about a problem
b) when someone cleans a room carefully
c) when someone talks to a friend kindly

2. To handle a problem means…
a) to explain something to another person
b) to wait and hope the problem disappears
c) to take care of a problem quickly and well

3. To apologize is…
a) to fix a broken object in the room
b) to say sorry to someone politely
c) to tell someone about their mistake loudly

4. To offer a solution means…
a) to explain how to solve a problem clearly
b) to ignore a problem and do nothing
c) to complain about a situation to someone

5. Politely means…
a) in a fast and quick way to finish something
b) in a kind and respectful way to someone
c) in a loud or strong way to be noticed

6. To listen carefully is…
a) to talk while someone else is speaking
b) to hear someone and think about it well
c) to ignore the person and do something else

7. To pay attention means…
a) to look somewhere else and not notice
b) to say many things at the same time
c) to watch or listen to someone closely

8. To show respect is…
a) to act in a polite and careful way
b) to do something quickly without thinking
c) to speak loudly to get attention from people

9. To feel comfortable means…
a) to feel relaxed and free from worry
b) to feel unhappy about a situation
c) to feel tired after a long day

10. To understand correctly is…
a) to know the problem in the right way
b) to explain the problem to another person
c) to guess what someone means

11. To find a solution means…
a) to think and find a way to fix a problem
b) to wait for someone to fix the problem
c) to tell someone else about the problem

12. A fault is…
a) a solution that works for everyone
b) a mistake or something wrong that happens
c) a good action that helps another person

13. To be polite is…
a) to speak loudly to make people listen
b) to speak and act in a nice way to others
c) to ignore other people and their feelings
——–end of audio——–

14. To show care is…
a) to think about someone and their feelings
b) to complain about problems loudly
c) to do everything quickly without thinking

15. To feel valued is…
a) to feel unsure about a decision
b) to feel important and appreciated by people
c) to feel tired after a long day

16. A solution is…
a) a way to talk politely to someone
b) a way to fix a problem and make it better
c) a reason to complain about something

17. Housekeeping is…
a) the staff who clean and take care of rooms
b) the staff who give directions outside the hotel
c) the staff who greet guests at the reception

18. To be acceptable is…
a) to be the worst option possible
b) to be good enough for someone or a situation
c) to be different from what people want

19. To prevent further problems is…
a) to ignore the current problem completely
b) to stop more problems from happening later
c) to wait for more problems to appear

20. To close a case politely is…
a) to leave the guest without saying anything
b) to finish the problem and speak nicely
c) to explain loudly why the problem happened

21. To feel respected is…
a) to feel that people are polite and careful to you
b) to feel that people do not listen to you
c) to feel tired after a long day

22. To feel satisfied is…
a) to feel worried about the future
b) to feel upset when things are not right
c) to feel happy because the problem is solved
______________________________
Answers: 1a, 2c, 3b, 4a, 5b, 6b,
7c, 8a, 9a, 10c, 11a, 12b, 13b,
14a, 15b, 16b, 17a, 18b, 19b,
20b, 21a, 22c
______________________________
Correct answers:

1. A complaint – That means when someone is unhappy about a problem.
2. To handle a problem – That means to take care of a problem quickly and well.
3. To apologize – That means to say sorry to someone politely.
4. To offer a solution – That means to explain how to solve a problem clearly.
5. Politely – That means in a kind and respectful way to someone.
6. To listen carefully – That means to hear someone and think about it well.
7. To pay attention – That means to watch or listen to someone closely.
8. To show respect – That means to act in a polite and careful way.
9. To feel comfortable – That means to feel relaxed and free from worry.
10. To understand correctly – That means to know the problem in the right way.
11. To find a solution – That means to think and find a way to fix a problem.
12. A fault – That means a mistake or something wrong that happens.
13. To be polite – That means to speak and act in a nice way to others.
14. To show care – That means to think about someone and their feelings.
15. To feel valued – That means to feel important and appreciated by people.
16. A solution – That means a way to fix a problem and make it better.
17. Housekeeping – That means the staff who clean and take care of rooms.
18. To be acceptable – That means to be good enough for someone or a situation.
19. To prevent further problems – That means to stop more problems from happening later.
20. To close a case politely – That means to finish the problem and speak nicely.
21. To feel respected – That means to feel that people are polite and careful to you.
22. To feel satisfied – That means to feel happy because the problem is solved.

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

Match word/s to definition:

Words:

1. To apologize
2. A complaint
3. To handle a problem
4. Politely
5. To listen carefully
6. To show respect
7. To feel comfortable
8. Housekeeping
9. To offer a solution
10. To feel valued
11. A solution
12. To prevent further problems
13. To feel satisfied
14. To pay attention

Definitions:

A. To say sorry to someone
B. To feel happy because the problem is solved
C. The staff who clean and take care of rooms
D. To act in a polite and careful way
E. When someone says something is wrong or not good
F. To look or listen carefully
G. A way to fix a problem
H. To feel relaxed and happy
I. To show that people think you are important
J. To take care of a problem or fix it
K. To stop more problems from happening
L. In a nice and respectful way
M. To say how to fix a problem
N. To hear someone and pay attention to every word

______________________________

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

1. To apologize – That means: to say sorry to someone
2. A complaint – That means: when someone says something is wrong or not good
3. To handle a problem – That means: to take care of a problem or fix it
4. Politely – That means: in a nice and respectful way
5. To listen carefully – That means: to hear someone and pay attention to every word
6. To show respect – That means: to act in a polite and careful way
7. To feel comfortable – That means: to feel relaxed and happy
8. Housekeeping – That means: the staff who clean and take care of rooms
9. To offer a solution – That means: to say how to fix a problem
10. To feel valued – That means: to show that people think you are important
11. A solution – That means: a way to fix a problem
12. To prevent further problems – That means: to stop more problems from happening
13. To feel satisfied – That means: to feel happy because the problem is solved
14. To pay attention – That means: to look or listen carefully

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

1. Listen and show understanding

• Greet the guest politely.
• Listen carefully to the complaint.
• Show empathy (understanding).

🔹 Useful phrases:

• “I’m sorry to hear that.”
• “I understand, that must be uncomfortable.”

2. Ask for details

• Ask for more information (room number, what exactly happened).
• Repeat the problem to be sure you understood.

🔹 Useful phrases:

• “May I ask your room number, please?”
• “So the problem is with the air-condition, correct?”

3. Apologize politely

• Always say sorry, even if it’s not your fault.

🔹 Useful phrases:

• “I’m very sorry for the inconvenience.”
• “Please accept our apologies.”

4. Offer a solution

• Give a clear solution (send housekeeping, technician, move room, etc.).
• Say what you can do and when.

🔹 Useful phrases:

• “I will send housekeeping right away.”
• “We can move you to another room.”
• “A technician will come in 15 minutes.”

5. Check agreement

• Ask if the solution is acceptable.

🔹 Useful phrases:

• “Is that okay for you?”
• “Will that solve the problem?”

6. Close politely

• Thank the guest for telling you.
• Offer further help.

🔹 Useful phrases:

• “Thank you for letting us know.”
• “Please call us anytime if you need anything else.”

_______________________

This way, every dialogue follows the same logic:

Listen → Ask → Apologize → Offer Solution → Check → Close

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

1. Room Not Clean

Guest: Good afternoon. I’m sorry, but I have a problem with my room.
Receptionist: Good afternoon. What is the problem? (Listen)
Guest: The room is not clean. The floor is dirty, and the bathroom is not fresh.
Receptionist: I see. Which room are you in, please? (Ask)
Guest: Room 208.
Receptionist: I’m very sorry for the inconvenience. (Apologize)
Receptionist: I will ask housekeeping to clean your room right away, or we can move you to another room. (Offer Solution)
Guest: Cleaning is enough.
Receptionist: Is that okay for you? (Check)
Guest: Yes, that is fine.
Receptionist: Thank you for telling us. Our staff will come in a few minutes. Please call us again if you need anything. (Close)

2. Shower Broken

Guest: Hello. I need some help with my bathroom.
Receptionist: Of course. What is the problem? (Listen)
Guest: The shower is broken. Only cold water is coming.
Receptionist: I understand. Which room are you in, please? (Ask)
Guest: Room 315.
Receptionist: I’m sorry about this problem. (Apologize)
Receptionist: I will send a technician in about 15 minutes to fix the shower. (Offer Solution)
Guest: That’s fine.
Receptionist: Will that work for you? (Check)
Guest: Yes, I just need it for tonight.
Receptionist: Perfect. Thank you for your patience. Please let us know if you have any more problems. (Close)

3. Wi-Fi Not Working

Guest: Good evening. I have a problem with the Wi-Fi.
Receptionist: I’m sorry to hear that. What exactly is the problem? (Listen)
Guest: The Wi-Fi doesn’t work in my room.
Receptionist: Which room are you in, please? (Ask)
Guest: Room 121.
Receptionist: I’m very sorry for the trouble. (Apologize)
Receptionist: I will restart the system. If it still doesn’t work, we can give you a portable router. (Offer Solution)
Guest: That’s good. I need it for work.
Receptionist: Will that be okay for you? (Check)
Guest: Yes, thank you.
Receptionist: You’re welcome. Please call us anytime if the Wi-Fi is still not working. (Close)

4. Key Card Doesn’t Work

Guest: Excuse me. My key card doesn’t work.
Receptionist: I see. Can you tell me more? (Listen)
Guest: I cannot open the door.
Receptionist: May I see your key card, and what is your room number, please? (Ask)
Guest: Room 502. Here is the card.
Receptionist: I’m sorry for the inconvenience. (Apologize)
Receptionist: I will make you a new key card now. (Offer Solution)
Guest: That’s great.
Receptionist: Please try this one. Does that work for you? (Check)
Guest: Yes, thank you.
Receptionist: Perfect. Please let us know if you need help again. Enjoy your stay. (Close)

5. Not Enough Towels

Guest: Good evening. I’m sorry, but I have a problem in my room.
Receptionist: Good evening. What is the problem? (Listen)
Guest: I don’t have enough towels. There is only one.
Receptionist: How many do you need, and which room are you in? (Ask)
Guest: Two towels, please. Room 215.
Receptionist: I’m very sorry for this mistake. (Apologize)
Receptionist: I will send another towel to your room right away. (Offer Solution)
Guest: Perfect, thank you.
Receptionist: Will that solve the problem? (Check)
Guest: Yes, it will.
Receptionist: Great. Housekeeping will bring it in a few minutes. Please call if you need anything else. (Close)

6. Air-condition Too Loud

Guest: Hello. I have a problem with the air-condition in my room.
Receptionist: I see. What is the problem exactly? (Listen)
Guest: It is very loud and makes a noise.
Receptionist: May I know your room number, please? (Ask)
Guest: Room 312.
Receptionist: I’m sorry for the inconvenience. (Apologize)
Receptionist: I will send a technician to check. If it cannot be fixed quickly, we can move you to another room. (Offer Solution)
Guest: That is very good.
Receptionist: Is that okay for you? (Check)
Guest: Yes, thank you.
Receptionist: You’re welcome. We want you to have a comfortable stay. (Close)

7. Neighbors Too Loud

Guest: Good evening. I can’t sleep in my room.
Receptionist: I’m sorry to hear that. What is the problem? (Listen)
Guest: My neighbors are too loud. They play music.
Receptionist: Which room are you in, please? (Ask)
Guest: I am in 204. The noise comes from 205.
Receptionist: I’m very sorry for the disturbance. (Apologize)
Receptionist: I will call them and ask them to be quiet. If it continues, we can also send security. (Offer Solution)
Guest: Thank you.
Receptionist: Will that be okay for you? (Check)
Guest: Yes, that helps.
Receptionist: Perfect. Please call us again if the noise doesn’t stop. (Close)

8. Bed Too Hard

Guest: Good morning. I have a small complaint about my room.
Receptionist: Good morning. What is the problem? (Listen)
Guest: The bed is too hard.
Receptionist: Which room are you in, please? (Ask)
Guest: Room 410.
Receptionist: I’m sorry for the inconvenience. (Apologize)
Receptionist: We can add a soft mattress topper this afternoon. (Offer Solution)
Guest: That sounds good.
Receptionist: Will that solve the problem for you? (Check)
Guest: Yes, thank you.
Receptionist: Perfect. We will prepare it today. Please let us know if you need anything else. (Close)

9. No Hot Water

Guest: Good morning. I have a problem in my bathroom.
Receptionist: I see. What is the problem? (Listen)
Guest: There is no hot water. Only cold water comes.
Receptionist: Which room are you in, please? (Ask)
Guest: Room 118.
Receptionist: I’m very sorry for this problem. (Apologize)
Receptionist: I will call the technician. It should be ready in one hour. If not, we can move you to another room. (Offer Solution)
Guest: One hour is fine.
Receptionist: Is that okay for you? (Check)
Guest: Yes, it is.
Receptionist: Perfect. I will call you when it’s fixed. Thank you for your patience. (Close)

10. Pillow Too Flat

Guest: Hello. I have a problem with my bed.
Receptionist: I see. What is the problem? (Listen)
Guest: The pillow is too flat.
Receptionist: Which room are you in, please? (Ask)
Guest: Room 409.
Receptionist: I’m sorry for the inconvenience. (Apologize)
Receptionist: We can bring you an extra pillow or a thicker one. (Offer Solution)
Guest: A thicker one, please.
Receptionist: Will that be okay for you? (Check)
Guest: Yes, perfect.
Receptionist: Great. Housekeeping will bring it soon. Please call us if you need anything else. (Close)

11. TV Not Working

Guest: Excuse me. The TV in my room is not working.
Receptionist: I see. What happens when you turn it on? (Listen)
Guest: The screen stays black.
Receptionist: Which room are you in, please? (Ask)
Guest: Room 321.
Receptionist: I’m sorry for the trouble. (Apologize)
Receptionist: I will send a technician. If it cannot be fixed, we can bring a small replacement TV. (Offer Solution)
Guest: That’s good.
Receptionist: Will that be okay for you? (Check)
Guest: Yes, thank you.
Receptionist: Perfect. The technician will come soon. Please enjoy the rest of your evening. (Close)

12. Elevator Not Working

Guest: Hello. Is the elevator working today?
Receptionist: I see. What is the problem for you? (Listen)
Guest: I need the elevator, but it is not working. My room is on the 6th floor.
Receptionist: May I know your room number, please? (Ask)
Guest: Room 615.
Receptionist: I’m very sorry. The elevator is being repaired. (Apologize)
Receptionist: We can move you to a lower floor and help with your luggage. (Offer Solution)
Guest: That would be helpful.
Receptionist: Is that okay for you? (Check)
Guest: Yes, thank you.
Receptionist: Perfect. We will prepare a new room for you now. Please call us if you need more help. (Close)

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

Appendix – useful phrases for handling complaints:

1. Listen and Show Understanding

1. I understand.
2. I see.
3. That must be uncomfortable.
4. I am sorry to hear that.
5. I can imagine that is difficult.
6. Thank you for telling me.
7. I know this can be frustrating.
8. I hear you.
9. I understand your problem.
10. I am glad you told us.

2. Ask for Details

1. May I ask your room number, please?
2. Can you tell me exactly what happened?
3. When did this problem start?
4. So the problem is with the air-condition, correct?
5. Can you describe the issue, please?
6. Which room are you staying in?
7. How long has this been a problem?
8. Can you give me more information?
9. What exactly is not working?
10. Is there anything else about the problem?

3. Apologize Politely

1. I’m very sorry for the inconvenience.
2. Please accept our apologies.
3. I am sorry for this problem.
4. We apologize for the trouble.
5. I regret that this happened.
6. I am sorry for the inconvenience caused.
7. We are very sorry about this.
8. I apologize for the mistake.
9. I am sorry you had this problem.
10. We are sorry for any discomfort caused.

4. Offer a Solution

1. I will send housekeeping right away.
2. We can move you to another room.
3. A technician will come in 15 minutes.
4. We can provide a replacement immediately.
5. I will arrange this for you now.
6. We will fix the problem as quickly as possible.
7. I can call maintenance immediately.
8. We can provide an extra towel or pillow.
9. We can bring the service to your room.
10. We will take care of this right now.
    
    

5. Check Agreement

1. Is that okay for you?
2. Will that solve the problem?
3. Is this solution acceptable?
4. Are you happy with this?
5. Does that work for you?
6. Can we proceed with this solution?
7. Is this good for you?
8. Do you agree with this plan?
9. Does this solution help you?
10. Are you satisfied with this arrangement?

6. Close Politely

1. Thank you for letting us know.
2. Please call us anytime if you need anything else.
3. We are happy to help.
4. Have a pleasant stay.
5. Don’t hesitate to contact us again.
6. We hope this solution makes you comfortable.
7. Thank you for your patience.
8. Enjoy the rest of your stay.
9. We are here if you need more help.
10. Please tell us if there is anything more we can do.

Hotel & Guesthouse Dialogues

When working in a hotel or guesthouse, it is important to handle guest interactions politely and professionally. Check-in usually involves greeting the guest, asking for their reservation details, confirming their stay, and giving them the room key. Staff should explain important information, such as breakfast times, Wi-Fi, and hotel facilities. Check-out involves asking the guest if everything was satisfactory, confirming the bill, and wishing them a good journey.

Handling complaints calmly is very important. Listen carefully to the guest, apologize for the problem, and offer a solution if possible. For example, if a guest is unhappy with the room, you can offer a different room or a small compensation. Always remain polite and professional.

Offering upgrades or additional services can improve the guest’s experience. For example, suggest a larger room, a room with a better view, or extra services like late check-out. Present the upgrade politely and explain any additional cost.

Good communication is key in all situations. Use clear and friendly language, maintain a positive attitude, and make sure the guest feels heard and valued. These skills help ensure guest satisfaction and a smooth operation of the hotel or guesthouse.

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

Scene: Reception Desk of “Sunrise Haven Guesthouse”

Check-in
Receptionist: Good afternoon! Welcome to Sunrise Haven Guesthouse. How may I assist you today?
Guest: Hi, I have a reservation under the name Emily Johnson.
Receptionist: Thank you, Ms. Johnson. Let me pull up your booking… Yes, I see it. You’ve booked a standard double room for three nights. May I see your ID and a credit card for incidental charges, please?
Guest: Sure, here they are.
Receptionist: Thank you. Your room is ready. Here’s your key card. Your room is on the third floor, number 305.

Receptionist (continued): Breakfast is served from 7:00 to 10:00 AM in the dining area on the first floor. The Wi-Fi password is written on your key card. We also have a small gym on the second floor, and our laundry service is available from 9:00 AM to 6:00 PM. If you need anything during your stay, don’t hesitate to call the front desk or use the in-room phone.

Guest: Great, thank you. By the way, is it possible to get a late check-out on my last day?
Receptionist: Certainly! Late check-out is available until 2:00 PM for a small additional fee. I can note that for you now if you’d like.
Guest: Yes, please.

Handling a Complaint

Guest (next morning, calling the front desk): Hello, I’m in room 305. The air conditioning isn’t working properly, and it’s quite hot in my room.
Receptionist: I apologize for the inconvenience, Ms. Johnson. I completely understand how uncomfortable that must be. We can send maintenance immediately to fix it, or if you prefer, we have another room ready on the fourth floor that is cooler and quieter. Would you like me to arrange that?
Guest: I’d like to move to the other room, please.
Receptionist: Absolutely! I’ll have a staff member assist you with your luggage and guide you to your new room. Again, I’m very sorry for the inconvenience, and we’ll make sure your stay is comfortable.

Offering an Upgrade or Additional Services
Receptionist (later in the day): Ms. Johnson, I also wanted to let you know that we have a deluxe suite available with a balcony overlooking the garden. It includes a complimentary minibar and priority breakfast service. It’s available for an additional $35 per night. Would you like to upgrade?
Guest: That sounds lovely! Yes, I’d like to upgrade.
Receptionist: Perfect. I’ll arrange for your new room. A staff member will assist you with your belongings shortly. Enjoy the beautiful view from your balcony!

Receptionist (optional extras): Also, we have a spa package available today at a discounted rate. If you’re interested, I can reserve a slot for you.

Special Request Handling
Guest (later in the evening): Hi, I’m wondering if I could get extra pillows and blankets in my room?
Receptionist: Of course! I’ll have housekeeping bring them up within 15 minutes. Is there anything else you might need?
Guest: That’s all, thank you.

—————————————–

Check-out

Receptionist: Good morning, Ms. Johnson. I hope you enjoyed your stay in our deluxe suite.
Guest: Yes, it was wonderful. Thank you for making everything so comfortable.
Receptionist: I’m delighted to hear that! Here is your final bill. It includes the room charges and the late check-out fee. Everything is in order.
Guest: Perfect. Everything looks good.
Receptionist: Thank you. We really appreciate you staying with us. Safe travels, and we hope to welcome you back to Sunrise Haven soon!

Guest: I definitely will. Thank you for everything!
Receptionist: You’re very welcome, Ms. Johnson. Have a wonderful day!

✅ Key Elements Demonstrated:

1. Polite, professional greeting and check-in.
2. Clear explanation of facilities and services.
3. Calm handling of complaints with immediate solutions.
4. Polite presentation of upgrades and additional services.
5. Friendly handling of special requests.
6. Smooth, courteous check-out with appreciation for the guest.

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

Scene: Reception Desk of “Green Leaf Guesthouse”

Early Check-in
Receptionist: Good morning! Welcome to Green Leaf Guesthouse. How may I help you?
Guest: Hi, my name is Mark Taylor. I have a reservation starting today, but I arrived earlier than expected. Is it possible to check in now?
Receptionist: Let me check… Yes, we have a room available. Early check-in is possible for an extra $15. Would you like to proceed?
Guest: Yes, that’s fine.
Receptionist: Perfect! May I have your ID and credit card, please? Here is your room key. Your room is on the second floor, number 210. Breakfast is served from 7:30 to 10:00 AM, and Wi-Fi details are on your key card. If you need anything, our staff is available 24/7.

Handling a Billing Issue
Guest (at the front desk, afternoon): Excuse me, I think I was charged twice for last night’s room.
Receptionist: I’m very sorry about that, Mr. Taylor. Let me check your account… You’re right, there’s a duplicate charge. I’ll reverse it immediately. You’ll see the refund on your card within 24 hours.
Guest: Thank you for handling that so quickly.
Receptionist: My pleasure! We always want to make sure everything is correct and smooth for our guests.

Arranging Special Services
Guest: I was wondering if you could arrange a city tour for me tomorrow.
Receptionist: Absolutely! We can organize a half-day city tour starting at 9:00 AM. It includes a visit to the main sights and local markets. I can reserve a seat for you right now.
Guest: Yes, please. That would be great.
Receptionist: Wonderful! I’ll confirm the booking and have the tour guide meet you in the lobby tomorrow morning.

___________________________

Dealing with Lost Items
Guest (calling the front desk): Hi, I think I left my sunglasses in the room.
Receptionist: No problem, Mr. Taylor. We’ll check the room and our lost-and-found immediately. Please hold for a moment.
(A few minutes later…)
Receptionist: Good news! We found your sunglasses in your room. You can pick them up at the front desk, or we can send someone to deliver them to your room.
Guest: Thank you so much! Please send them to my room.
Receptionist: Of course, they’ll be there shortly.

Check-out
Receptionist: Good morning, Mr. Taylor. I hope you enjoyed your stay at Green Leaf Guesthouse.
Guest: Yes, it was very comfortable. Thank you!
Receptionist: I’m glad to hear that! Here is your final bill. It includes your room charges, early check-in fee, and the city tour. Everything looks correct?
Guest: Yes, it’s perfect.
Receptionist: Thank you. We hope to welcome you again soon. Have a safe journey!
Guest: I definitely will. Thanks for all your help!
Receptionist: You’re very welcome!

✅ Topics Covered in This Dialogue:

1. Early check-in and explaining extra fees.
2. Handling billing mistakes politely and efficiently.
3. Arranging extra services (tours, activities).
4. Managing lost-and-found situations professionally.
5. Smooth, courteous check-out with appreciation.

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

Scene: Reception Desk of “Coral Bay Resort”

Family Check-in
Receptionist: Good afternoon! Welcome to Coral Bay Resort. How may I help you today?
Guest (family): Hi, we have a reservation under the name Sarah Lee. We’re a family of four with two kids.
Receptionist: Wonderful! Let me check your booking… Yes, I see it. You have two connecting rooms with ocean views for three nights. May I have your ID and credit card, please?
Guest: Here you go.
Receptionist: Thank you. Here are your key cards. Breakfast is served from 7:00 to 10:30 AM at the beachfront restaurant. Children under 12 eat free. We also have a kids’ club from 9:00 AM to 5:00 PM. The Wi-Fi password is on your cards, and towels for the beach and pool are in your room.

Concierge Service
Guest (later, calling the front desk): Hi, can you help us book a snorkeling trip for the family tomorrow?
Receptionist: Absolutely! We have a morning trip at 9:00 AM and an afternoon trip at 2:00 PM. The trip includes equipment, a guide, and lunch. Which one would you like?
Guest: The morning trip, please.
Receptionist: Perfect. I’ve reserved four spots for you. The boat will pick you up at the resort pier at 8:45 AM.

Special Event Arrangement
Guest: We’re celebrating our anniversary tomorrow evening. Can you help us arrange something special?
Receptionist: Of course! We can arrange a private dinner on the beach with candles and flowers, or a table at our rooftop restaurant with a sunset view. Which would you prefer?
Guest: A private dinner on the beach sounds perfect.
Receptionist: Excellent choice! I’ll confirm everything with the chef and staff. It will be ready at 7:00 PM tomorrow.

——————————————

Handling an Emergency
Guest (calling urgently): There’s a small fire in the bathroom!
Receptionist: Stay calm, ma’am. Are you safe?
Guest: Yes, we’re outside the room.
Receptionist: Good. I’m sending housekeeping and the fire safety team immediately. Please stay in the lobby until they arrive. Do not attempt to enter the room.
Guest: Okay, thank you!
Receptionist: You’re safe now. The team is handling the situation, and we’ll provide a new room for you as soon as possible.

Check-out
Receptionist: Good morning, Ms. Lee. I hope you and your family enjoyed your stay.
Guest: Yes, it was wonderful, especially the kids’ club and the private dinner. Thank you for arranging everything.
Receptionist: I’m delighted to hear that! Here is your final bill. Everything is correct?
Guest: Yes, perfect.
Receptionist: Thank you for staying with us. Safe travels, and we hope to welcome you back to Coral Bay Resort soon!

✅ Topics and Settings Covered in This Dialogue:

1. Family check-in with children-friendly services.
2. Concierge services for tours and activities.
3. Special event planning (anniversary dinner).
4. Emergency handling (fire in the room).
5. Smooth check-out with appreciation.

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

• A colorful place to see culture, support farmers, and enjoy everyday life

When tourists travel in Asian countries, they often go to temples, museums, or famous buildings. But local markets are also very interesting and important places to visit. A local market shows real life. It is full of colors, smells, and sounds. Sellers call out to customers, and people walk between the stalls. The atmosphere is lively and exciting.

In these markets, tourists can see many products. Farmers sell fresh fruits and vegetables, such as bananas, mangoes, or papayas. Other sellers offer handmade bags, clothes, jewelry, and souvenirs. There are also spices, tea, and traditional crafts. These things show the culture of the country.

Visiting a market is good for local people too. When tourists buy products there, they give money directly to small sellers and farmers. This supports families and helps the local economy. It also keeps traditions alive, because markets often sell local crafts and food that are not in supermarkets.

Tourists should behave politely in markets. It is good to smile, say hello, and ask before touching products. In many Asian markets, bargaining is normal. This means discussing the price until both buyer and seller agree. A friendly tone and a smile make bargaining easy.

For tourists, local markets are more than shops. They are windows into culture and everyday life.

______________________

Vocabularies:

• to discover – to find or see something new
• colorful – full of many bright colors
• to support farmers – to help farmers by buying their products
• to enjoy everyday life – to feel happy with normal daily activities
• an important place – a place that matters a lot
• real life – normal life of people, not only for tourists
• smells (at market) – what you can feel with your nose, like fruit or spices
• sounds – what you hear, like people talking or music
• a seller – a person who sells things
• to call out to a customer – to speak loudly to someone who may buy something
• a stall (market) – a small table or shop in a market
• lively – full of life, noise, and energy
• exciting – something that makes you feel happy and interested
• to sell – to give something to someone for money
• vegetables – plants like carrots, onions, and tomatoes that people eat
• a handmade bag – a bag made by hand, not by a machine
• jewelry – rings, bracelets, or necklaces people wear
• spices – things like pepper or curry that give food strong taste
• traditional crafts – things people make in the old way, like weaving or carving
• culture – the way people live, with their food, clothes, music, and traditions
• local economy – the money and business in one town or area
• to keep traditions alive – to continue doing old customs so they don’t disappear
• to behave politely – to act in a kind and respectful way
• to touch something – to put your hand on something
• to bargain – to talk about the price and try to pay less
• this means – this explains the idea or shows the meaning
• to agree – when two people have the same idea or say yes together
• a smile – when you move your mouth to show you are happy or friendly
• a window into culture – a way to see and understand another culture

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

Multiple choice test, one answer correct:

audio version 1-17

audio version 18-29

1. What does to discover mean?
   a) to find or see something new
   b) to sell or give old items away
   c) to make a product at home
2. Colorful means:
   a) very small and not bright
   b) full of many bright colors
   c) dark and without any light
3. To support farmers means:
   a) to help farmers by buying things
   b) to see farmers working in a field
   c) to speak to farmers every day
4. To enjoy everyday life is:
   a) to read a book in the library
   b) to visit only temples and museums
   c) to feel happy with daily routines
5. An important place is:
   a) a place that matters a lot
   b) a place that is empty and cold
   c) a place where nobody goes
6. Real life means:
   a) the life of animals in the forest
   b) the normal life of people
   c) a story from a history book
7. Smells (at market) are:
   a) things you notice with your nose
   b) sounds of people and of music
   c) colors of fruit and vegetables
8. Sounds are:
   a) what you can feel with your hands
   b) what you can see with your eyes
   c) what you hear in the market
9. A seller is:
   a) a person who buys things
   b) a person who makes things
   c) a person who sells things
10. To call out to a customer means:
    a) to smile and stay quiet
    b) to speak loudly to a buyer
    c) to sit and wait for a visitor
11. A stall (market) is:
    a) a small table or shop in a market
    b) a person who is buying food
    c) a tool used for farming work
12. Lively means:
    a) quiet and without people
    b) full of life and energy
    c) large but very empty
13. Exciting is:
    a) a place that makes you bored
    b) something that feels interesting
    c) something that feels dangerous
14. To sell means:
    a) to discover a new market
    b) to walk around the stalls
    c) to give something for money
15. Vegetables are:
    a) plants like carrots or onions
    b) rings or necklaces for people
    c) clothes or bags for the market
16. A handmade bag is:
    a) a bag bought in a supermarket
    b) a bag made of paper or plastic
    c) a bag made by hand, not a machine
17. Jewelry is:
    a) food such as mangoes and rice
    b) rings, bracelets, and necklaces
    c) old clothes and handmade bags
    —————–end of audio 1————–
18. Spices are:
    a) sounds from the busy market
    b) things like pepper or curry
    c) colors of fruits and scarves
19. Traditional crafts are:
    a) things made in the old way
    b) fresh fruits sold by farmers
    c) money given to small sellers
20. Culture is:
    a) a bright and colorful stall
    b) the way people live daily
    c) the smell of fruit and tea
21. Local economy means:
    a) a place where people shop
    b) food sold at the market
    c) money and business in a town
22. To keep traditions alive is:
    a) to visit the local market
    b) to continue doing old customs
    c) to start something completely new
23. To behave politely means:
    a) to shout loudly at sellers
    b) to talk about price and money
    c) to act in a kind and nice way
24. To touch something means:
    a) to put your hand on it
    b) to look at it with your eyes
    c) to talk about it to a friend
25. To bargain is:
    a) to see real life in a city
    b) to talk about the price politely
    c) to listen to music in the street
26. This means is:
    a) this explains an idea or word
    b) this shows a small handmade bag
    c) this points to a vegetable stall
27. To agree means:
    a) when two people say yes together
    b) when one person does not listen
    c) when one person always says no
28. A smile is:
    a) a small handmade bag or craft
    b) a happy look on your face
    c) a ring, necklace, or bracelet
29. A window into culture is:
    a) a way to see and understand
    b) a place to buy local food
    c) a tool for making old crafts

Answers:
1-a, 2-b, 3-a, 4-c, 5-a, 6-b, 7-a,
8-c, 9-c, 10-b, 11-a, 12-b, 13-b, 14-c,
15-a, 16-c, 17-b, 18-b, 19-a, 20-b, 21-b,
22-b, 23-c, 24-a, 25-b, 26-a, 27-a, 28-b, 29-a

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

Full version:

to discover – to find or see something new
colorful – full of many bright colors
to support farmers – to help farmers by buying things
to enjoy everyday life – to feel happy with daily routines
an important place – a place that matters a lot
real life – the normal life of people
smells (at market) – things you notice with your nose
sounds – what you hear in the market
a seller – a person who sells things
to call out to a customer – to speak loudly to a buyer
a stall (market) – a small table or shop in a market
lively – full of life and energy
exciting – something that feels interesting
to sell – to give something for money
vegetables – plants like carrots or onions
a handmade bag – a bag made by hand, not a machine
jewelry – rings, bracelets, and necklaces
spices – things like pepper or curry
traditional crafts – things made in the old way
culture – the way people live daily
local economy – money and business in a town
to keep traditions alive – to continue doing old customs
to behave politely – to act in a kind and nice way
to touch something – to put your hand on it
to bargain – to talk about the price politely
this means – this explains an idea or word
to agree – when two people say yes together
a smile – a happy look on your face
a window into culture – a way to see and understand

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

Gap-fill:

1. The market is very __________ with many bright fruits.
   a) colorful
   b) handmade
   c) polite
2. A farmer sells rice at his __________ in the market.
   a) jewelry
   b) stall
   c) seller
3. We buy vegetables to __________ farmers.
   a) support
   b) discover
   c) touch
4. Music and people talking are the __________ you hear in the market.
   a) smells
   b) sounds
   c) crafts
5. A ring or a bracelet is a kind of __________.
   a) jewelry
   b) vegetable
   c) stall
6. If you want to pay less, you can __________ with the seller.
   a) agree
   b) bargain
   c) behave
7. A tomato and a carrot are __________.
   a) jewelry
   b) crafts
   c) vegetables
8. A person who sells things in the market is a __________.
   a) seller
   b) smile
   c) culture
9. Old weaving and carving are __________.
   a) lively places
   b) traditional crafts
   c) local economy
10. We need to __________ traditions alive so they don’t disappear.
    a) keep
    b) call
    c) support
11. The normal life of people, not just for tourists, is called __________.
    a) agreement
    b) jewelry
    c) real life
12. When you are kind and respectful, you __________ politely.
    a) behave
    b) support
    c) bargain
13. If something makes you feel happy and interested, it is __________.
    a) colorful
    b) handmade
    c) exciting
14. A bag made without machines is a __________ bag.
    a) handmade
    b) lively
    c) important
15. To put your hand on something means to __________ it.
    a) touch
    b) smile
    c) sell
16. The way people live, with their food, clothes, and music, is their __________.
    a) stall
    b) culture
    c) smell

Answers:

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

___________________________

Correct version:

The market is very colorful with many bright fruits.
A farmer sells rice at his stall in the market.
We buy vegetables to support farmers.
Music and people talking are the sounds you hear in the market.
A ring or a bracelet is a kind of jewelry.
If you want to pay less, you can bargain with the seller.
A tomato and a carrot are vegetables.
A person who sells things in the market is a seller.
Old weaving and carving are traditional crafts.
We need to keep traditions alive so they don’t disappear.
The normal life of people, not just for tourists, is called real life.
When you are kind and respectful, you behave politely.
If something makes you feel happy and interested, it is exciting.
A bag made without machines is a handmade bag.
To put your hand on something means to touch it.
The way people live, with their food, clothes, and music, is their culture.

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

True or false

1. The market is very colorful with many bright fruits.
2. A tomato and a carrot are jewelry.
3. People buy vegetables to support farmers.
4. A handmade bag is made by machines.
5. Music and people talking are sounds you hear in the market.
6. A farmer sells rice at his house, not at the market.
7. A ring or a bracelet is a kind of jewelry.
8. Old weaving and carving are traditional crafts.
9. To pay less, you can bargain with the seller.
10. Being polite means you behave nicely.
11. Real life is the normal life of people, not just for tourists.
12. Traditions disappear if we keep them alive.
13. A person who sells things in the market is a seller.
14. If something makes you feel happy and interested, it is exciting.
15. To put your hand on something means to touch it.
16. Culture is the way people live, including food, clothes, and music.

____________
True: 1,3,5,7,9,11,13,14,15,16

_________________

Full version:

The market is very colorful with many bright fruits.

A tomato and a carrot are jewelry. True is: A tomato and a carrot are vegetables.

People buy vegetables to support farmers.

A handmade bag is made by machines. True is: A handmade bag is made by hand, not by machines.

Music and people talking are sounds you hear in the market.

A farmer sells rice at his house, not at the market. True is: A farmer sells rice at his stall in the market.

A ring or a bracelet is a kind of jewelry.

Old weaving and carving are bright and colorful stalls. True is: Old weaving and carving are traditional crafts.

To pay less, you can bargain with the seller.

Being polite means you behave badly. True is: Being polite means you behave politely.

Real life is the normal life of people, not just for tourists.

Traditions disappear if we keep them alive. True is: We need to keep traditions alive so they don’t disappear.

A person who sells things in the market is a seller.

If something makes you feel happy and interested, it is exciting.

To put your hand on something means to touch it.

Culture is the way people live, including food, clothes, and music.

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

Match the word/s with its/their definition

Words:

1. colorful
2. bargain
3. stall
4. handmade bag
5. seller
6. vegetables
7. jewelry
8. to touch
9. culture
10. to behave politely
11. spices
12. to support farmers
13. sounds
14. exciting
15. real life
16. a smile

Definitions:
a. to put your hand on something
b. a way to see and understand another culture
c. plants like carrots, onions, and tomatoes that people eat
d. full of many bright colors
e. rings, bracelets, or necklaces people wear
f. things like pepper or curry that give food strong taste
g. to act in a kind and respectful way
h. a person who sells things
i. a small table or shop in a market
j. a bag made by hand, not by a machine
k. what you hear, like people talking or music
l. to talk about the price and try to pay less
m. to help farmers by buying their products
n. something that makes you feel happy and interested
o. normal life of people, not only for tourists
p. when you move your mouth to show you are happy or friendly

Answers:

1d, 2l, 3i, 4j, 5h, 6c, 7e,
8a, 9b, 10g, 11f, 12m,
13k, 14n, 15o, 16p

___________________________
Correct version:

colorful means full of many bright colors
bargain means to talk about the price and try to pay less
stall means a small table or shop in a market
handmade bag means a bag made by hand, not by a machine
seller means a person who sells things
vegetables means plants like carrots, onions, and tomatoes that people eat
jewelry means rings, bracelets, or necklaces people wear
to touch means to put your hand on something
culture means a way to see and understand another culture
to behave politely means to act in a kind and respectful way
spices means things like pepper or curry that give food strong taste
to support farmers means to help farmers by buying their products
sounds means what you hear, like people talking or music
exciting means something that makes you feel happy and interested
real life means normal life of people, not only for tourists
a smile means when you move your mouth to show you are happy or friendly

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

Dialogue at a local market

Seller: Hello! Welcome to my stall. How are you today?

Customer: Hello! I’m good, thank you. And you?

Seller: I’m fine, thank you. Look at these mangoes and bananas. They are very fresh and sweet.

Customer: They look delicious. How much are the mangoes?

Seller: Five dollars for one kilogram, but if you buy two kilograms, I can give you a small discount: eight dollars for two kilograms.

Customer: Hmm… that is a little expensive. Can you make it seven dollars?

Seller: Okay, seven fifty dollars is fair.

Customer: All right. I will take two kilograms of mangoes.

Seller: Great! Would you like some bananas too? They are also fresh.

Customer: Yes, please. How much are they?

Seller: Two dollars for one kilogram, or three dollars for two kilograms.

Customer: I will take two kilograms, thank you.

Seller: Perfect! Let’s see… that is ten fifty dollars in total.

Customer: Here you are.

Seller: Thank you very much! Do you want a bag for your fruits?

Customer: Yes, please. Thank you.

Seller: You’re welcome! Have a nice day and come again.

Customer: Thank you! Goodbye!

Seller: Goodbye!

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

Fill in, words below:

stalls – selling – real life – mangoes –
exciting – jewelry – spices –
sounds – call out to –
bargaining

——————————-

A typical Asian market is very busy and full of colors, __________, and smells.
There are many stalls and vendors __________ different things.
You can see fresh fruits like bananas, __________ and papayas.
Vegetables, __________, and tea are everywhere.
Some stalls sell handmade bags, clothes, __________, and traditional crafts.
The sellers __________ customers and sometimes explain special deals.
People walk slowly between the __________ looking at the products and asking prices.
__________ is normal, and a friendly smile helps.
The market is __________ and lively.
Visiting a market is a good way to see __________, meet people, and learn about local culture and traditions.

—————————–
Full version:

A typical Asian market is very busy and full of colors, sounds, and smells. There are many stalls and vendors selling different things. You can see fresh fruits like bananas, mangoes, and papayas. Vegetables, spices, and tea are everywhere. Some stalls sell handmade bags, clothes, jewelry, and traditional crafts. The sellers call out to customers and sometimes explain special deals. People walk slowly between the stalls, looking at the products and asking prices. Bargaining is normal, and a friendly smile helps. The market is exciting and lively. Visiting a market is a good way to see real life, meet people, and learn about local culture and traditions.

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

Local markets in Asia –

use the keywords and give a speech,
to a friend, or to yourself,
record on your mobile phone,
then listen to your speech………….
——————————–

1. What you see in a market

• Many colors, smells, and sounds
• Fresh fruits: bananas, mangoes, papayas
• Vegetables, spices, tea
• Handmade bags, clothes, jewelry, souvenirs
• Traditional crafts

2. Why markets are important

• Help small sellers and farmers
• Give families money for living
• Support the local economy
• Keep traditions alive (crafts, food, clothes)

3. How to behave in a market

• Smile and be polite
• Say hello to sellers
• Ask before touching products
• Walk slowly because markets are busy

4. Bargaining

• Normal in many Asian countries
• Means talking about the price
• Example: “That is a little expensive. Can you make it cheaper?”
• Always smile and use a friendly voice

5. Ending point

• Markets are more than shopping
• Good place to meet people
• Learn culture and everyday life
• Important for tourists to visit

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

• some appropriate behaviour
  

Visiting temples and other holy places is a special activity. These places are important for religion, tradition, and daily life. When tourists go there, they should remember that temples are not only for looking but also for prayer and worship.

It is important to be quiet and respectful. Visitors should not speak loudly or laugh. Before entering the main hall, people often need to take off their shoes. Clothes should cover shoulders and legs, and hats are usually not allowed inside. During ceremonies, visitors may need to sit or stand in a special place.

Tourists must also be careful with photos. In many temples, pictures are allowed only in some areas. Flash or tripods are often not allowed. Visitors should never block monks, nuns, or local people who are praying.

Other rules are also important. People should walk slowly, not touch holy objects, and keep enough distance from others. Watching how local people behave can help visitors learn about the culture. Being patient and polite is always good, especially during prayers or festivals.

In conclusion, visiting temples can be interesting and educational. If tourists follow the rules and respect traditions, the visit will be safe, peaceful, and meaningful.

_____________________

Vocabulary:

• Do’s and Don’ts → what you should and should not do
• Appropriate behaviour → good and correct way to act
• A holy place → a special place for religion
• Tradition → old habits or customs people follow
• To remember → not to forget something
• Worship → to pray or show respect to a god
• Quiet → not loud, calm
• Respectful → polite and careful to others
• Speak loudly → talk with a strong voice
• To laugh → make a happy sound with your mouth
• To take shoes off → remove shoes before entering
• Clothes → what you wear on your body
• To cover shoulders → wear something on your shoulders
• To be allowed → can do something, it is okay
• A ceremony (in a temple) → a special religious event
• To be careful → pay attention and avoid mistakes
• A flashlight → a small light you can hold (for seeing in dark)
• A tripod → a stand with three legs for a camera
• To block monks → stop monks from walking or moving
• A rule → something you must do or not do
• To touch → put your hand on something
• To keep a distance → stay far from other people
• To be patient → wait calmly, not angry
• To be polite → use good manners
• In conclusion → at the end, finally
• To be educational → teach or help people learn
• To follow rules → do what the rules say
• To respect traditions → be polite to old customs
• A safe visit → a visit without danger or problems
• Peaceful → calm and quiet
• Meaningful → important and useful

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

Multiple-choice, one answer only

audio 1: 1-12

audio 2: 13-23

audio 3: 24-31

1. What are “do’s and don’ts”?
   a) A small light you carry to see in the dark
   b) Things you wear every day on your body
   c) Rules about what you should or should not do
2. Appropriate behaviour is…
   a) The good and correct way to act with people
   b) A bright light used to see in the dark
   c) A special event in a temple with people
3. A holy place is…
   a) A park where children play and run around
   b) A small light you carry to see in the dark
   c) A special place for people to pray to gods
4. Tradition means…
   a) Old habits or customs people follow often
   b) Take shoes off before entering a building
   c) Walk slowly and be careful in a temple
5. To remember means…
   a) Not to forget something important to do
   b) Cover shoulders with proper clothing always
   c) Talk loudly so everyone can hear clearly
6. To worship is…
   a) Follow rules carefully during a visit
   b) To pray or show respect to a god or gods
   c) Make a happy sound with your mouth and voice
7. Quiet means…
   a) Polite and careful when you are near someone
   b) Not loud, calm, and peaceful around people
   c) A small light you carry to see in the dark
8. Respectful means…
   a) Polite and careful to others in your words
   b) Stop monks from walking or moving freely
   c) Walk slowly and keep a safe distance from people
9. Speak loudly means…
   a) Cover your shoulders and legs with clothes
   b) Take shoes off before entering a temple hall
   c) Talk with a strong voice that can be heard clearly
10. To laugh is…
    a) A special ceremony in a temple with rules
    b) Make a happy sound with your mouth and voice
    c) Something you wear to cover your shoulders
11. To take shoes off means…
    a) Follow rules and respect traditions carefully
    b) Walk slowly and carefully inside a temple hall
    c) Put your shoes in a safe place outside
12. Clothes are…
    a) Things you wear on your body every day or event
    b) A tool used to hold a camera steady and straight
    c) Old customs or habits that people follow often
    
    ——————–end of audio 1—————
13. To cover shoulders means…
    a) Wear something so your shoulders are not visible
    b) Keep distance from other people in a safe way
    c) A special place where people pray to a god
14. To be allowed means…
    a) You can do something because it is okay to do
    b) Walk calmly and wait patiently without anger
    c) Put your hand on something carefully and politely
15. A ceremony in a temple is…
    a) A small light you carry to see in the dark
    b) A special religious event with rules and rituals
    c) A stand with three legs for holding a camera
16. To be careful means…
    a) A rule that tells you what to do in a place
    b) Pay attention and avoid mistakes or accidents
    c) Make a happy sound with your mouth and voice
17. A flashlight is…
    a) A tool to hold a camera steady and straight
    b) A small light you can hold to see in the dark
    c) A habit people follow every day in life
18. A tripod is…
    a) A bright light used in dark places at night
    b) A calm and quiet way to walk in a temple
    c) A stand with three legs for a camera to keep still
19. To block monks means…
    a) Walk slowly and keep distance from other people
    b) Stop monks from walking or moving inside a temple
    c) Show respect to old customs and traditions
20. A rule is…
    a) Something you must do or must not do anywhere
    b) A small light you carry to see in the dark safely
    c) Walk calmly and follow instructions in a temple
21. To touch means…
    a) Put your hand on something or someone carefully
    b) Wait calmly without being angry or upset at all
    c) Make a happy sound with your mouth and voice
22. To keep a distance means…
    a) A special place where people pray to gods
    b) Stay far from other people to be safe and polite
    c) Cover your shoulders and legs with clothes properly
23. To be patient means…
    a) Talk with a strong voice so everyone can hear clearly
    b) Wait calmly without getting angry or upset easily
    c) Follow the rules and respect traditions carefully
    
    ———————-end of audio 2—————-
24. To be polite means…
    a) Use good manners and speak or act nicely to others
    b) A habit that people follow every day in their life
    c) A small light you carry in the dark to see things
25. In conclusion means…
    a) Stop monks from walking or moving inside a temple
    b) At the end, finally, or to finish something clearly
    c) Walk slowly and keep distance from other people
26. To be educational means…
    a) Teach people or help them learn new things clearly
    b) Make a happy sound with your mouth and voice
    c) Take your shoes off before entering a holy place
27. To follow rules means…
    a) Do what the rules say in a place or situation well
    b) Wear something so that your shoulders are covered
    c) Talk with a loud voice that everyone can hear
28. To respect traditions means…
    a) Put your hand on something without permission at all
    b) Walk slowly and keep a safe distance from people
    c) Be polite and careful to old customs and habits
29. A safe visit means…
    a) Something you wear to cover your shoulders and legs
    b) A visit without danger or problems anywhere at all
    c) A small light you carry to see in the dark clearly
30. Peaceful means…
    a) Put your hand on something without permission carefully
    b) Make a happy sound with your mouth and your voice
    c) Calm, quiet, and safe without problems or noise
31. Meaningful means…
    a) Important, useful, or having a strong purpose for people
    b) Talk with a loud voice that everyone can hear
    c) A rule that tells you what you must do carefully
    
    —————end of audio 3—————-

Answers:

1-c, 2-a, 3-c, 4-a, 5-a, 6-b,
7-b, 8-a, 9-c, 10-b, 11-c, 12-a,
13-a, 14-a, 15-b, 16-b, 17-b, 18-c,
19-b, 20-a, 21-a, 22-b, 23-b, 24-a,
25-b, 26-a, 27-a, 28-c, 29-b, 30-c, 31-a

____________________

Correct version:

1. What are “do’s and don’ts”? — Rules about what you should or should not do
2. Appropriate behaviour is… — The good and correct way to act with people
3. A holy place is… — A special place for people to pray to gods
4. Tradition means… — Old habits or customs people follow often
5. To remember means… — Not to forget something important to do
6. To worship is… — To pray or show respect to a god or gods
7. Quiet means… — Not loud, calm, and peaceful around people
8. Respectful means… — Polite and careful to others in your words
9. Speak loudly means… — Talk with a strong voice that can be heard clearly
10. To laugh is… — Make a happy sound with your mouth and voice
11. To take shoes off means… — Put your shoes in a safe place outside
12. Clothes are… — Things you wear on your body every day or event
13. To cover shoulders means… — Wear something so your shoulders are not visible
14. To be allowed means… — You can do something because it is okay to do
15. A ceremony in a temple is… — A special religious event with rules and rituals
16. To be careful means… — Pay attention and avoid mistakes or accidents
17. A flashlight is… — A small light you can hold to see in the dark
18. A tripod is… — A stand with three legs for a camera to keep still
19. To block monks means… — Stop monks from walking or moving inside a temple
20. A rule is… — Something you must do or must not do anywhere
21. To touch means… — Put your hand on something or someone carefully
22. To keep a distance means… — Stay far from other people to be safe and polite
23. To be patient means… — Wait calmly without getting angry or upset easily
24. To be polite means… — Use good manners and speak or act nicely to others
25. In conclusion means… — At the end, finally, or to finish something clearly
26. To be educational means… — Teach people or help them learn new things clearly
27. To follow rules means… — Do what the rules say in a place or situation well
28. To respect traditions means… — Be polite and careful to old customs and habits
    ——————end of audio—————-
29. A safe visit means… — A visit without danger or problems anywhere at all
30. Peaceful means… — Calm, quiet, and safe without problems or noise
31. Meaningful means… — Important, useful, or having a strong purpose for people

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

True or false:

1. Visitors should speak loudly in a temple.
2. You must often take your shoes off before entering the main hall.
3. A holy place is only for sightseeing.
4. Quiet behaviour is important when people are praying.
5. To worship means to show respect to a god.
6. Covering shoulders and legs is usually required in temples.
7. Walking quickly and touching religious objects is polite.
8. A flashlight can be used in the dark in a temple if needed.
9. Traditions are old customs that people follow.
10. It is polite to block monks while they are moving.
11. Respectful behaviour includes being patient and calm.
12. Taking photos is always allowed everywhere in a temple.
13. A ceremony in a temple is a special religious event.
14. You should keep a distance from worshippers to be polite.
15. Being educational means helping people to learn.
16. In conclusion, respecting rules is not important in temples.
17. A tripod is a stand with three legs for a camera.
18. To remember means to forget important things.
19. Peaceful means calm, quiet, and safe.
20. Being polite includes using good manners.

_____________________
True: 2,4,5,6,8,9,11,13,14,15,17,19
_____________________

Correct version:

1. Visitors should speak loudly in a temple. True is: Visitors should speak quietly in a temple.
2. You must often take your shoes off before entering the main hall.
3. A holy place is only for sightseeing. True is: A holy place is for prayer and worship, not only sightseeing.
4. Quiet behaviour is important when people are praying.
5. To worship means to show respect to a god.
6. Covering shoulders and legs is usually required in temples.
7. Walking quickly and touching religious objects is polite. True is: Walking slowly and not touching religious objects is polite.
8. A flashlight can be used in the dark in a temple if needed.
9. Traditions are old customs that people follow.
10. It is polite to block monks while they are moving. True is: It is polite to let monks pass and not block their way.
11. Respectful behaviour includes being patient and calm.
12. Taking photos is always allowed everywhere in a temple. True is: Taking photos is allowed only in some areas, not everywhere.
13. A ceremony in a temple is a special religious event.
14. You should keep a distance from worshippers to be polite.
15. Being educational means helping people to learn.
16. In conclusion, respecting rules is not important in temples. True is: Respecting rules is very important in temples.
17. A tripod is a stand with three legs for a camera.
18. To remember means to forget important things. True is: To remember means not to forget something important.
19. Peaceful means calm, quiet, and safe.
20. Being polite includes using good manners.

I##############

Interview with a monk – fill in, words below:

take – allowed – respect – holy – loudly –
rules – enter – shoulders –
worship – monks –
respectful –
tourists – important

_______________________________

Interviewer: Hello, thank you for talking with me today. Can you tell us why it is __________ to follow rules in a temple?

Monk: Hello. Yes, it is very important. Temples are __________ places. People come here to pray and __________. Visitors must respect the place and the people.

Interviewer: What should visitors do when they __________ a temple?

Monk: Visitors should __________ their shoes off before entering. They should cover their __________ and legs. It is important to walk quietly and slowly.

Interviewer: Are there things visitors should not do?

Monk: Yes. Visitors should not speak__________ or laugh inside the temple. They should not touch religious objects. Also, do not block __________ or worshippers when they walk.

Interviewer: What about taking photos?

Monk: Taking photos is sometimes __________, but only in certain areas. Visitors should never use flash or tripods in the main hall.

Interviewer: How should visitors behave during a ceremony?

Monk: Visitors should be patient and __________. They should sit or stand in the correct area. Do not disturb the people who are praying.

Interviewer: Can children visit temples? What should they know?

Monk: Yes, children can visit. They should be quiet and follow the __________. Parents should help them to be respectful and polite.

Interviewer: What is the most important advice for __________?

Monk: Always be careful and polite. Observe the people and traditions._________ is more important than taking photos or talking.

Interviewer: Thank you very much for your advice.

Monk: You are welcome. I hope everyone can enjoy the temple and respect the rules.

_____________________

Correct version:

Interviewer: Hello, thank you for talking with me today. Can you tell us why it is important to follow rules in a temple?

Monk: Hello. Yes, it is very important. Temples are holy places. People come here to pray and worship. Visitors must respect the place and the people.

Interviewer: What should visitors do when they enter a temple?

Monk: Visitors should take their shoes off before entering. They should cover their shoulders and legs. It is important to walk quietly and slowly.

Interviewer: Are there things visitors should not do?

Monk: Yes. Visitors should not speak loudly or laugh inside the temple. They should not touch religious objects. Also, do not block monks or worshippers when they walk.

Interviewer: What about taking photos?

Monk: Taking photos is sometimes allowed, but only in certain areas. Visitors should never use flash or tripods in the main hall.

Interviewer: How should visitors behave during a ceremony?

Monk: Visitors should be patient and respectful. They should sit or stand in the correct area. Do not disturb the people who are praying.

Interviewer: Can children visit temples? What should they know?

Monk: Yes, children can visit. They should be quiet and follow the rules. Parents should help them to be respectful and polite.

Interviewer: What is the most important advice for tourists?

Monk: Always be careful and polite. Observe the people and traditions. Respect is more important than taking photos or talking.

Interviewer: Thank you very much for your advice.

Monk: You are welcome. I hope everyone can enjoy the temple and respect the rules.

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

Read or listen to the interview again, try to answer the questions:

1. Why is it important to follow rules in a temple?
2. What should visitors do before entering a temple?
3. What should visitors wear in a temple?
4. How should visitors walk inside a temple?
5. What should visitors not do inside a temple?
6. Are visitors allowed to take photos everywhere in the temple?
7. What should visitors do with monks and worshippers while they are moving?
8. How should visitors behave during a ceremony?
9. Can children visit temples? What should they do?
10. What is the most important advice the monk gives to tourists?

_______________________
Answers:

1. Why is it important to follow rules in a temple? — Because temples are holy places and people come to pray and worship.
2. What should visitors do before entering a temple? — Take their shoes off before entering.
3. What should visitors wear in a temple? — Cover their shoulders and legs.
4. How should visitors walk inside a temple? — Walk quietly and slowly.
5. What should visitors not do inside a temple? — Do not speak loudly, laugh, touch religious objects, or block monks or worshippers.
6. Are visitors allowed to take photos everywhere in the temple? — No, taking photos is allowed only in some areas, and flash or tripods are not allowed.
7. What should visitors do with monks and worshippers while they are moving? — Visitors should not block them and let them pass.
8. How should visitors behave during a ceremony? — Be patient, respectful, sit or stand in the correct area, and not disturb people praying.
9. Can children visit temples? What should they do? — Yes, children can visit; they should be quiet and polite, and parents should help them follow the rules.
10. What is the most important advice the monk gives to tourists? — Always be careful and polite, respect the people and traditions, and observe the rules.

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

Use these bullet points and give a speech to a friend, or, to yourself, record it, and listen to your speech =>

Visiting Temples and Holy Places – Key Points

🔹 Why Important

• Temples = religion, prayer, tradition, community
• Not just sightseeing → also worship

🔹 Respectful Behavior

• Be quiet, no loud voices/laughter
• Take off shoes before entering main hall
• Cover shoulders + legs; no hats inside
• Follow instructions during ceremonies (sit/stand)

🔹 Photography

• Allowed only in some areas
• No flash, no tripods
• Do not block monks or worshippers

🔹 Other Rules

• Walk slowly and calmly
• Do not touch holy objects
• Keep distance/personal space
• Watch locals → copy their behavior

🔹 Conclusion

• Visiting = interesting + educational
• Respect rules + traditions → safe, meaningful visit

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

• some ideas, step by step, including an SOP

When a guest comes to the hotel from the airport, the hotel wants to make the guest feel welcome and comfortable. First, the driver goes to the airport. He has a sign with the guest’s name. He greets the guest with a smile, helps with the luggage, and gives water or a cold towel if the guest wants. Then, the driver takes the guest to the hotel. The car is clean and comfortable. The driver can talk to the guest and give some information about the city or the hotel.

When the guest arrives at the hotel, the bell staff opens the car door and carries the luggage. They greet the guest by name and offer a welcome drink. The staff takes the guest to the reception desk or a lounge for check-in. At check-in, the front desk asks for the guest’s ID or passport, confirms the room, and explains the hotel services and facilities. They also make sure the room is ready and prepared for the guest.

After check-in, a bell staff member or guest relations person takes the guest to the room. They show the guest the room, including the air conditioning, TV, safe, Wi-Fi, and minibar. They also show any welcome gifts or notes and ask if the guest needs help. Later, the staff can call the room to check that the guest is happy and comfortable.

______________________

Vocabulary:

• a resort – a place where people go on holiday, often with hotels, pools, and activities
• to feel welcome – to feel happy and comfortable when you arrive somewhere
• to be comfortable – to feel relaxed and at ease
• a sign with a name – a piece of paper or board with someone’s name on it
• to greet – to say hello to someone
• luggage – bags or suitcases you take when you travel
• a towel – a piece of cloth to dry your body or hands
• to be clean – to have no dirt
• bell staff – hotel workers who help with your bags and show you your room
• to carry the luggage – to take someone’s bags and bring them somewhere
• staff – people who work in a hotel, company, or place
• a reception desk – the place in a hotel where you check in and get information
• a lounge – a comfortable room to sit and wait
• to check-in – to give your name and ID at the hotel to get your room
• to confirm the room – to make sure the room is ready for the guest
• to explain – to give information so someone understands
• a facility (hotel) – something in the hotel for guests, like a pool or gym
• guest relations – hotel staff who help guests and answer questions
• including – with something else; for example, “The room is big, including a bathroom.”
• a welcome gift – a small present for a guest when they arrive
• a welcome note – a short message for a guest when they arrive
• to check – to look at something to make sure it is okay

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

Multiple choice, one answer correct:

version 1-11

version 12-20

version 21-22

________________________

1. What is a resort?
   a) A bag for carrying clothes when travelling
   b) A place for holidays with hotels and activities for guests
   c) A small place to sleep or rest
2. To feel welcome means:
   a) To arrive at a hotel and be happy and comfortable
   b) To carry your luggage to your room
   c) To make your bed and clean the room
3. To be comfortable means:
   a) To sit or lie and feel relaxed and at ease
   b) To check your ID at the reception desk
   c) To greet the staff when you enter
4. A sign with a name is:
   a) A towel for drying your hands or body after a shower
   b) A small note showing hotel rules and instructions
   c) A piece of paper or board showing someone’s name clearly
5. To greet someone means:
   a) To take the luggage to the guest’s room quickly
   b) To explain how the hotel facilities can be used
   c) To greet the guest politely and welcome them with a smile
6. Luggage is:
   a) A small gift given to the guest on arrival
   b) The bags and suitcases that a guest carries when travelling
   c) The items provided to clean the room every day
7. A towel is:
   a) A piece of cloth used to dry your body or hands after washing
   b) A desk where the receptionist works and checks in guests
   c) A place in the hotel where guests can sit and wait comfortably
8. To be clean means:
   a) To greet a guest with a smile when they arrive
   b) To have no dirt or stains and be tidy and fresh
   c) To carry luggage from the car to the room carefully
9. Bell staff are:
   a) Staff who clean towels and prepare the rooms daily
   b) Hotel workers who help guests with their luggage and rooms
   c) Guests who arrive early in the morning to check-in
10. To carry the luggage means:
    a) To take all the guest’s bags and suitcases to their room
    b) To greet the guest politely at the reception desk
    c) To check the room and see if everything is ready
11. Staff are:
    a) Pieces of paper used for notes or signs in the hotel
    b) People who work in a hotel or business and help the guests
    c) Small gifts or items left for the guest in the room
    
    —————-end of file 1—————-
    
12. A reception desk is:
    a) A small lounge with chairs for waiting comfortably
    b) The place at the hotel where guests check-in and get information
    c) A place where towels and linens are stored and cleaned
13. A lounge is:
    a) A comfortable room in a hotel where guests can sit and wait
    b) A desk where the receptionist checks in the guests daily
    c) A piece of cloth used for drying hands or body after washing
14. To check-in means:
    a) To take luggage to the guest’s room carefully and politely
    b) To give your ID and name at the reception to get your room
    c) To greet the guest and show them around the hotel facilities
15. To confirm the room means:
    a) To make sure that the guest’s room is ready and prepared properly
    b) To clean the room and replace all towels and sheets carefully
    c) To explain the hotel services and facilities to the guest clearly
16. To explain means:
    a) To give information so that someone understands something clearly
    b) To greet a guest politely when they arrive at the hotel
    c) To take luggage to the guest’s room and help them settle in
17. A facility (hotel) is:
    a) A desk where the receptionist works to check-in guests daily
    b) A small gift or note given to welcome the guest
    c) Something in a hotel for guests to use, like a pool or gym
18. Guest relations are:
    a) Guests who arrive early and wait in the lounge comfortably
    b) Hotel staff who help guests and answer questions politely
    c) People who clean the rooms and replace towels for guests
19. Including means:
    a) To check-in at the reception desk before going to your room
    b) Together with something else or as part of a group
    c) To make sure the room is ready and clean for the guest
20. A welcome gift is:
    a) A towel or piece of cloth provided in the guest’s room
    b) A piece of paper showing the guest’s name and room number
    c) A small present given to the guest when they arrive at the hotel
    
    —————–end version 2—————-
21. A welcome note is:
    a) A short message left for the guest to greet them politely
    b) A room facility like a pool or lounge for the guest to enjoy
    c) A towel or cloth provided in the guest’s room for drying
22. To check means:
    a) To greet a guest politely when they arrive at the hotel
    b) To give a small gift or present to the guest on arrival
    c) To look at something carefully to make sure it is okay or ready

Answers:
1b 2a 3a 4c 5c 6b 7a 8b
9b 10a 11b 12b 13a 14b 15a
16a 17c 18b 19b 20c 21a 22c

__________________________

Full version:

Resort – A place for holidays with hotels and activities for guests
Feel welcome – To arrive at a hotel and be happy and comfortable
Be comfortable – To sit or lie and feel relaxed and at ease
Sign with a name – A piece of paper or board showing someone’s name clearly
Greet – To greet the guest politely and welcome them with a smile
Luggage – The bags and suitcases that a guest carries when travelling
Towel – A piece of cloth used to dry your body or hands after washing
Be clean – To have no dirt or stains and be tidy and fresh
Bell staff – Hotel workers who help guests with their luggage and rooms
Carry the luggage – To take all the guest’s bags and suitcases to their room
Staff – People who work in a hotel or business and help the guests
Reception desk – The place at the hotel where guests check-in and get information
Lounge – A comfortable room in a hotel where guests can sit and wait
Check-in – To give your ID and name at the reception to get your room
Confirm the room – To make sure that the guest’s room is ready and prepared properly
Explain – To give information so that someone understands something clearly
Facility (hotel) – Something in a hotel for guests to use, like a pool or gym
Guest relations – Hotel staff who help guests and answer questions politely
Including – Together with something else or as part of a group
Welcome gift – A small present given to the guest when they arrive at the hotel
Welcome note – A short message left for the guest to greet them politely
Check – To look at something carefully to make sure it is okay or ready

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

[love the picture created by AI, the driver, though the window 😉 ]



Matching Exercise – Words

1. Bell staff
2. Check-in
3. Towel
4. Lounge
5. Welcome gift
6. Luggage
7. Reception desk
8. Greet
9. Facility (hotel)
10. Guest relations
11. Sign with a name
12. Confirm the room
13. Be comfortable
14. Including

Definitions

a) A small present given to the guest when they arrive at the hotel
b) To give your ID and name at the reception to get your room
c) A piece of cloth used to dry your body or hands after washing
d) Hotel staff who help guests with their luggage and rooms
e) The place at the hotel where guests check-in and get information
f) To say hello and welcome a guest politely
g) Together with something else or as part of a group
h) A comfortable room in a hotel where guests can sit and wait
i) To make sure the guest’s room is ready and prepared properly
j) Staff who help guests and answer questions politely
k) Something in a hotel for guests to use, like a pool or gym
l) A piece of paper or board showing someone’s name clearly
m) To sit or lie and feel relaxed and at ease
n) To take all the guest’s bags and suitcases to their room

Answers

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

Full version:

1. Bell staff help guests with their luggage and rooms.
2. Check-in means giving your ID and name at the reception to get your room.
3. Towel is a piece of cloth used to dry your body or hands after washing.
4. Lounge is a comfortable room in a hotel where guests can sit and wait.
5. Welcome gift is a small present given to the guest when they arrive at the hotel.
6. Luggage refers to all the guest’s bags and suitcases taken to their room.
7. Reception desk is the place at the hotel where guests check-in and get information.
8. Greet means to say hello and welcome a guest politely.
9. Facility (hotel) is something in a hotel for guests to use, like a pool or gym.
10. Guest relations are staff who help guests and answer questions politely.
11. Sign with a name is a piece of paper or board showing someone’s name clearly.
12. Confirm the room means to make sure the guest’s room is ready and prepared properly.
13. Be comfortable means to sit or lie and feel relaxed and at ease.
14. Including means together with something else or as part of a group.

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

Gap-fill exercise:

1. When a guest arrives from the airport, the hotel wants them to feel __________.
   a) welcome
   b) tired
   c) bored
2. The driver waits at the airport with a __________ showing the guest’s name.
   a) bag
   b) sign
   c) ticket
3. The driver helps the guest with their __________.
   a) luggage
   b) keys
   c) map
4. If the guest wants, the driver can give water or a cold __________.
   a) towel
   b) bag
   c) pen
5. The car should be clean and __________ for the guest.
   a) fast
   b) comfortable
   c) small
6. The driver can talk to the guest and give __________ about the city or hotel.
   a) money
   b) information
   c) pens
7. When arriving at the hotel, bell staff open the __________ door.
   a) car
   b) office
   c) hotel
8. Bell staff carry the guest’s __________ to the reception.
   a) luggage
   b) bag
   c) documents
9. Bell staff greet the guest by __________.
   a) name
   b) ID
   c) phone
10. Guests are offered a __________ when they arrive.
    a) towel
    b) welcome drink
    c) pen
11. Staff take the guest to the __________ desk or lounge for check-in.
    a) bedroom
    b) reception
    c) taxi
12. At check-in, the front desk asks for the guest’s ID or __________.
    a) passport
    b) wallet
    c) bag
13. The front desk confirms the __________.
    a) luggage
    b) room
    c) car
14. Staff explain the hotel services and __________.
    a) streets
    b) shops
    c) facilities
15. Staff make sure the room is ready and __________ for the guest.
    a) prepared
    b) empty
    c) far
16. After check-in, a staff member takes the guest to their __________.
    a) room
    b) car
    c) office
17. Staff show the guest the air conditioning, TV, safe, Wi-Fi, and __________.
    a) elevator
    b) stairs
    c) minibar
18. Any welcome gifts or notes are shown and the guest is asked if they need __________.
    a) help
    b) keys
    c) money
19. Later, staff can call the room to check that the guest is happy and __________.
    a) ready
    b) tired
    c) comfortable
20. The hotel wants the guest to feel at __________ and enjoy their stay.
    a) home
    b) work
    c) school

Answers:

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

______________________

Full version:

1. When a guest arrives from the airport, the hotel wants them to feel welcome.
2. The driver waits at the airport with a sign showing the guest’s name.
3. The driver helps the guest with their luggage.
4. If the guest wants, the driver can give water or a cold towel.
5. The car should be clean and comfortable for the guest.
6. The driver can talk to the guest and give information about the city or hotel.
7. When arriving at the hotel, bell staff open the office door.
8. Bell staff carry the guest’s luggage to the reception.
9. Bell staff greet the guest by ID.
10. Guests are offered a pen when they arrive.
11. Staff take the guest to the reception desk or lounge for check-in.
12. At check-in, the front desk asks for the guest’s ID or passport.
13. The front desk confirms the room.
14. Staff explain the hotel services and shops.
15. Staff make sure the room is ready and prepared for the guest.
16. After check-in, a staff member takes the guest to their car.
17. Staff show the guest the air conditioning, TV, safe, Wi-Fi, and garden.
18. Any welcome gifts or notes are shown and the guest is asked if they need help.
19. Later, staff can call the room to check that the guest is happy and ready.
20. The hotel wants the guest to feel at home and enjoy their stay.

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

True or false:

1. The driver greets the guest with a smile.
2. Guests must carry their own luggage from the car.
3. Bell staff open the car door for guests.
4. The driver can offer water or a cold towel.
5. The car should be dirty to feel realistic.
6. Staff explain hotel services and facilities.
7. The reception desk is where guests check-in.
8. Guests are never offered a welcome drink.
9. Staff take guests to their room after check-in.
10. Guests’ rooms are checked to make sure they are ready.
11. Bell staff can talk to the guest about the hotel.
12. The driver usually waits at the hotel, not the airport.
13. Staff show the air conditioning, TV, safe, Wi-Fi, and minibar.
14. The hotel wants guests to feel uncomfortable.
15. Guest relations staff may call to check if the guest is happy.
16. Guests’ IDs or passports are checked at check-in.
17. Staff ignore welcome gifts or notes in the room.
18. The driver can provide information about the city.
19. Bell staff greet the guest by name.
20. The car should be clean and comfortable.

________________

True: 1,3,4,6,7,9,10,13,15,16,19
________________

Answers:

1. The driver greets the guest with a smile.
2. Guests must carry their own luggage from the car. True is: Bell staff carry the luggage.
3. Bell staff open the car door for guests.
4. The driver can offer water or a cold towel.
5. The car should be dirty to feel realistic. True is: The car should be clean and comfortable.
6. Staff explain hotel services and facilities.
7. The reception desk is where guests check-in.
8. Guests are never offered a welcome drink. True is: Guests are offered a welcome drink.
9. Staff take guests to their room after check-in.
10. Guests’ rooms are checked to make sure they are ready.
11. Bell staff can talk to the guest about the hotel. True is: The driver can talk to the guest about the hotel.
12. The driver usually waits at the hotel, not the airport. True is: The driver waits at the airport.
13. Staff show the air conditioning, TV, safe, Wi-Fi, and minibar.
14. The hotel wants guests to feel uncomfortable. True is: The hotel wants guests to feel welcome and comfortable.
15. Guest relations staff may call to check if the guest is happy.
16. Guests’ IDs or passports are checked at check-in.
17. Staff ignore welcome gifts or notes in the room. True is: Staff show welcome gifts or notes to the guest.
18. The driver can provide information about the city. True is: The driver can provide information about the city or hotel.
19. Bell staff greet the guest by name.
20. The car should be clean and comfortable.
    

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How to…….., a summary

1. Airport Arrival & Pickup

• Arrange a driver or hotel shuttle to meet the guest at the airport with a name sign.
• Assist with luggage and offer a bottle of water or a refreshing towel.
• Provide Wi-Fi access or information about the ride and estimated time to the hotel.

2. Transfer to the Hotel

• Driver engages politely, shares useful local information.
• Vehicle should be clean, comfortable, possibly offering amenities (water, charger, magazines).
  
  ————————-
  
• Arrange for a driver or hotel shuttle to meet the guest at the airport with a name sign. Help with luggage and offer water or a refreshing towel. Give information about the ride and estimated time to the hotel. Make Wi-Fi or hotspot information available.
• During the transfer, the driver should be polite and friendly, sharing simple local tips. The vehicle must be clean and comfortable. Offer small amenities like water, a charger, or magazines. Ensure a smooth, safe ride so the guest can relax after their journey.
  
  

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3. Arrival at the Hotel

• Bell staff greets the guest, opens the car door, and handles luggage.
• A warm welcome (by name, if known) from the front desk or guest relations staff.
• Offer of a welcome drink or cool towel.

4. Check-In Process

• Guest is escorted to reception or directly to the lounge for seated check-in.
• Passport/ID is collected for registration.
• Booking details are confirmed (room type, dates, preferences).
• Hotel facilities and services are briefly explained.
• Credit card or deposit is secured smoothly.
  ————————
  
  ———————–

5. Escort to Room

• A staff member (usually a bellboy or guest relations officer) escorts the guest.
• Luggage is carried or delivered to the room.
• On the way, staff may point out key facilities (restaurant, pool, spa).

6. Room Introduction

• In the room, staff briefly demonstrates main features: air-conditioning, lighting, safe, TV, Wi-Fi access, minibar.
• Any special amenities (welcome fruit, handwritten note, local snack) are highlighted.
• Guest is asked if they need anything else before staff politely departs.
  
  ———————————-
  
  When the guest arrives, bell staff greet them, open the car door, and handle luggage. Front desk or guest relations staff welcome the guest warmly, offering a drink or cool towel.
  Guests are escorted to reception or a lounge for check-in. Passport or ID is collected, and booking details like room type, dates, and preferences are confirmed. Staff explain hotel facilities and services, and secure payment or a deposit smoothly.
  A staff member escorts the guest to the room, carrying luggage. On the way, they may point out key facilities like the restaurant, pool, or spa. In the room, staff show the main features and any special amenities, then ask if anything else is needed before politely leaving.
  

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Guest arrival checklist
(airport → room)

1. Airport Pickup (Driver/Concierge)

☐ Confirm flight & arrival details
☐ Meet guest with name sign & smile
☐ Assist with luggage
☐ Offer water/towel/Wi-Fi (if available)
☐ Escort to clean, prepared vehicle

2. Transfer to Hotel (Driver)

☐ Provide safe & comfortable ride
☐ Share brief local/hotel info if guest is interested
☐ Notify hotel of arrival time (10–15 min before)

3. Hotel Arrival (Bell Staff / Guest Relations)

☐ Open car door, greet warmly, handle luggage
☐ Welcome guest by name
☐ Offer welcome drink & towel
☐ Escort to reception or lounge for check-in
———————–

Driver meets guest at airport:

Driver: “Hello, Mr. Smith! Welcome to [City]. My name is John. I will take you to your hotel.”
Guest: “Hello, thank you.”
Driver: “Let me help with your luggage.”
Guest: “Thanks.”
Driver: “Here is some water and a towel. Wi-Fi is available if you need.”
Guest: “That’s great, thank you.”

During transfer to hotel:
Driver: “Your hotel is about 30 minutes from the airport.”
Guest: “Okay, sounds good.”
Driver: “If you want, I can tell you a little about the city or hotel.”
Guest: “Yes, please.”
Driver: “There is a nice restaurant in the hotel and a swimming pool.”

Driver notifies hotel:
Driver (on phone): “Hello, Mr. Smith is arriving in 10 minutes.”

———————–

4. Check-In (Front Desk)

☐ Collect passport/ID
☐ Confirm booking & preferences
☐ Process deposit/payment authorization
☐ Provide short hotel/facility orientation
☐ Ensure room amenities are ready

5. Escort to Room (Bell Staff / Guest Relations)

☐ Escort guest to room & carry luggage
☐ Point out key facilities en route
☐ Open room & place luggage inside
☐ Demonstrate main features (AC, Wi-Fi, TV, safe, minibar)
☐ Highlight welcome amenities
☐ Ask if guest needs anything else

6. Follow-Up (Front Desk / Guest Relations)

☐ Call room within 15–30 minutes
☐ Confirm guest satisfaction
☐ Offer further assistance (dining, tours, transport)

—————————-

Hotel Arrival – Bell Staff / Guest Relations
Bell Staff: “Good afternoon, Mr. Smith! Welcome to [Hotel Name]. Let me help with your luggage.”
Guest: “Thank you.”
Bell Staff: “Would you like a welcome drink or a cool towel?”
Guest: “A towel, please.”
Bell Staff: “Of course. Please follow me to the reception.”

Check-In – Front Desk
Front Desk: “May I have your passport, please?”
Guest: “Here you go.”
Front Desk: “Thank you. I will confirm your booking. You have a deluxe room for three nights, correct?”
Guest: “Yes, that’s correct.”
Front Desk: “We have noted your preferences. Your room is ready, and the deposit is processed. The hotel has a pool, gym, and restaurant. Enjoy your stay!”

Escort to Room – Bell Staff
Bell Staff: “I will show you to your room. Here is the pool and the restaurant on the way.”
Guest: “Thank you.”
Bell Staff: “Here is your room. The AC, TV, Wi-Fi, safe, and minibar are all ready. We also have a welcome fruit basket for you.”
Guest: “Great, thank you.”
Bell Staff: “Do you need anything else?”
Guest: “No, I’m fine.”

Follow-Up – Front Desk / Guest Relations (call 15–30 min later)
Front Desk: “Hello, Mr. Smith. This is the front desk. Is everything okay in your room?”
Guest: “Yes, everything is perfect, thank you.”
Front Desk: “Great! If you need anything—dining, tours, or transport—please call us anytime.”
Guest: “Will do, thanks.”

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