• good experiences and small problems, a staff meeting

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Meeting summary: guest feedback improvement plan

Date: [Insert Date]
Attendees: General Manager, Front Office Manager, Housekeeping Manager, Engineering Manager, F&B Manager, Transportation Supervisor, Pool & Recreation Manager, Guest Relations Manager

Purpose:
A guest sent an email after staying at our hotel. The guest had a very good stay, but also wrote about some small problems. The goal of this meeting is to talk about each point and find clear ways to make our service better in the future.

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1. Transportation & Airport Pick-up

Guest Feedback:

• Airport pick-up was very good.
• Driver was friendly, polite, and on time.

Discussion:

• Transportation team did a good job.
• A good airport pick-up gives guests a strong first impression of the hotel.

Action Plan:

• Keep the same good service.
• Train drivers every three months to stay friendly and polite.
• Check arrival details carefully before pick-up to make sure everything is correct.
• Ask drivers to give a short welcome greeting to guests to make them feel comfortable.

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2. Front Office & Check-in

Guest Feedback:

• Check-in staff were friendly and explained everything well.
• Early check-in was not possible. The guest was tired after a long flight.

Discussion:

• Early check-in can be difficult when the hotel is full.
• We can do more to make guests comfortable while waiting.
• We should communicate better and offer options, not just say “no.”

Action Plan:

• Try to prepare some rooms earlier if occupancy allows.
• Offer a paid early check-in option for guests who need a room quickly.
• If early check-in is not possible, offer the guest to wait in the lounge, use the pool, or have a welcome drink.
• Work more closely with Reservations to see if guests are arriving from long flights.
• Train staff to be kind, polite, and helpful when they cannot say yes.

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3. Rooms & Maintenance

Guest Feedback:

• The room was clean, quiet, and comfortable.
• The toilet had a problem twice during the stay.

Discussion:

• Housekeeping may not have seen the toilet problem before check-in.
• Engineering fixed it, but the problem happened again.
• Repeated problems make guests feel uncomfortable.

Action Plan:

• Engineering:
  • Check all toilets, air conditioners, and lights carefully before check-in.
  • Keep a record of repeated problems in each room.
  • Fix problems fully, not only temporarily.
• Housekeeping:
  • Look more carefully during room inspections before check-in.
  • Report problems to Engineering immediately.
• Guest Relations:
  • Follow up with guests after any repair to make sure they are happy.

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4. Pool & Recreation

Guest Feedback:

• The guest liked the pool a lot.
• Pool staff were friendly. The guest felt relaxed there.

Discussion:

• The pool is one of the hotel’s strong points.
• A good pool experience makes guests feel happy and welcome.

Action Plan:

• Keep the good service level at the pool.
• Offer small extras like cool towels, water service, or sunscreen help.
• Say thank you to pool staff for their good work to keep them motivated.

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5. Food & Beverage

Guest Feedback:

• Food in the restaurant was excellent with many choices.
• Some staff looked tired or not motivated.

Discussion:

• Food quality is very good.
• Service quality depends on staff energy and motivation.

Action Plan:

• Give service and motivation training to F&B staff.
• Have a short team meeting before each shift to motivate the team.
• Supervisors should watch the floor during service and help staff if needed.
• Say thank you to good staff and reward them for great service.

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6. Departure

Guest Feedback:

• Departure was smooth and well organized.

Discussion:

• Check-out service works well.
• A smooth departure leaves a good last impression.

Action Plan:

• Keep the same process.
• Add a small goodbye message or thank-you card to make the guest feel special.

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7. Overall Guest Experience

Guest Feedback:

• The guest had a very good stay and wants to come back.
• Main problems: no early check-in and toilet repair issue.

Discussion:

• These are small problems but they affect how guests feel.
• We can solve them with better planning and communication.

Action Plan:

• Work as a team to fix small problems before they affect guests.
• Focus on early room preparation and technical checks.
• Make waiting more comfortable for guests.
• Keep good communication between departments.
• Guest Relations should log all future feedback to check improvement.

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Conclusion & Next Steps

• All department heads must follow the action points for their team.
• Guest Relations will watch new guest comments to see if service improves.
• Our goal is to make every guest feel welcome, comfortable, and happy during their stay.
• Turning small problems into good solutions can make a big difference.

Next Review Meeting: [Insert Date]

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

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📝 1. Vocabulary matching

Match the words in Column A with their meaning in Column B.

Column A	Column B
1. Guest feedback	a. To make something better
2. Check-in	b. A short plan with steps to solve a problem
3. Action plan	c. A problem or situation that needs attention
4. Improve	d. Giving the guest a better room or service
5. Issue	e. When the guest arrives and registers at the hotel
6. Check-out	f. Letting the guest enter the room before official time
7. Early check-in	g. When someone has energy and wants to work well
8. Maintenance	h. Fixing and checking things in the hotel
9. Motivated	i. When the guest leaves and pays the bill
10. Upgrade	j. A guest’s opinion after their stay

Answers:
1-j, 2-e, 3-b, 4-a, 5-c,
6-i, 7-f, 8-h, 9-g, 10-d

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🏨 2. True or false

1. The driver was rude to the guest.
2. The guest felt tired because early check-in was not possible.
3. The toilet in the guest’s room worked perfectly during the stay.
4. The pool staff were friendly and helpful.
5. The food in the restaurant had many choices.
6. Some restaurant staff did not look very motivated.
7. The hotel plans to give driver training.
8. The guest said check-out was difficult.
9. Housekeeping will check rooms more carefully before arrival.
10. The guest said they want to return to the hotel.
    
    Answers: 1 – F, 2 – T, 3 – F, 4 – T, 5 – T, 6 – T, 7 – T, 8 – F, 9 – T, 10 – T

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🧠 3. Fill in the gaps

problem, welcome, friendly, clean,
train, check, early, fix,
tired, relax,
smile, food

1. The guest felt ______ because they arrived early.
2. The driver was ______ and polite.
3. The pool area made the guest feel ______.
4. The hotel will ______ drivers every three months.
5. Housekeeping must make sure rooms are ______ before check-in.
6. Engineering must ______ problems completely.
7. The guest liked the ______ in the restaurant.
8. The toilet had a ______ two times.
9. The staff should ______ the room carefully before the guest arrives.
10. A short ______ from the driver makes the guest feel good.
11. Restaurant staff should always ______ to the guest.
12. The front office should try to offer ______ check-in when possible.
    
    ———————————
    

Correct version:

1. The guest felt tired because they arrived early.
2. The driver was friendly and polite.
3. The pool area made the guest feel relaxed.
4. The hotel will train drivers every three months.
5. Housekeeping must make sure rooms are clean before check-in.
6. Engineering must fix problems completely.
7. The guest liked the food in the restaurant.
8. The toilet had a problem two times.
9. The staff should check the room carefully before the guest arrives.
10. A short welcome from the driver makes the guest feel good.
11. Restaurant staff should always smile to the guest.
12. The front office should try to offer early check-in when possible.

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💬 4. Discussion questions

Answer these questions in pairs or in writing.

1. Why is first impression important when a guest arrives?
   
   Example:
   
   First impressions are important because they show the guest how the hotel cares about them. A friendly welcome, clean lobby, and polite staff make the guest feel happy and comfortable. A good first impression can make the guest enjoy their stay more and want to return.
   
2. How can we make guests feel comfortable if they must wait for their room?
   
   Example:
   
   We can make guests feel comfortable by offering a seat in the lounge, giving a welcome drink, or letting them use the pool. Friendly staff can smile and talk politely. These small actions help guests feel relaxed and happy even if their room is not ready.
   
3. What can housekeeping do to prevent technical problems?
   
   Example:
   
   Housekeeping can check rooms carefully before guests arrive. They can test toilets, lights, and air conditioning. If they see a problem, they tell Engineering right away. This helps fix problems fast and makes guests feel comfortable.
   
4. How can Engineering work better with other departments?
   
   Example:
   
   Engineering can work better by checking rooms carefully before guests arrive, fixing problems quickly, and talking with Housekeeping and Front Office. They should tell other departments about repairs and share information so guests have no problems during their stay.
   
5. Why is it important to smile and be friendly with guests?
   
   Example:
   
   Smiling and being friendly with guests is important because it makes them feel welcome and happy. Friendly staff create a good first impression, help guests feel comfortable, and make their stay enjoyable. Happy guests are more likely to return and recommend the hotel to others.
   
6. What can restaurant supervisors do to keep staff motivated?
   
   Example:
   
   Restaurant supervisors can keep staff motivated by saying thank you for good work, giving small rewards, helping them during busy times, and encouraging a friendly team. They can also remind staff to smile and be polite to guests.
   
7. Why is it good to follow up with a guest after a repair in the room?
   
   Example:
   
   Following up with a guest after a repair is good. It shows the hotel cares. It makes sure the problem is fixed and the guest is happy. Guests feel welcome and safe. This can make them like the hotel and want to come back.
   
8. How can small problems affect the guest’s decision to return?
   
   Example:
   
   Small problems can make a guest feel unhappy or uncomfortable. For example, if a toilet does not work or check-in is slow, the guest may be tired or stressed. Even small issues can make them think the hotel is not careful. This can make the guest decide not to return.
   
9. What are some easy ways to make the pool experience even better?
   
   Example:
   
   Some easy ways to make the pool experience better are giving cold towels, fresh drinking water, and clean sunbeds. Staff can smile and be friendly to guests. Adding umbrellas for shade and helping guests with towels or sunscreen also makes them feel comfortable and happy at the pool.
   
10. What can each department do to give the guest a “wow” experience?
    
    Example:
    
    Each department can give guests a “wow” experience by being friendly and helpful. Front Office can greet guests with a smile. Housekeeping can keep rooms very clean. Engineering can fix problems fast. F&B staff can serve food politely. Drivers can be kind. Small actions make guests happy and feel special.
    

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🧾 5. Role Play Exercises (More Scenarios)

Scenario 1: Early Check-in Problem

• A: General Manager
• B: Front Office Manager
  Task: Discuss what to do when a guest arrives early and no room is ready.
  
  Example:
  
  A: Good morning. A guest arrived early, but the room is not ready. What can we do?
  B: We can offer the guest to wait in the lounge.
  A: Can we give them a drink?
  B: Yes, we can offer a welcome drink.
  A: Can they use the pool while waiting?
  B: Yes, the guest can use the pool.
  A: Should we explain politely to the guest?
  B: Yes, we should tell the guest and apologize.
  A: What if no rooms are ready at all?
  B: We give them a comfortable place to wait, like the lounge.
  A: How can we make the guest happy?
  B: We can be friendly and helpful while they wait.
  

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Scenario 2: Maintenance Issue

• A: Engineering Manager
• B: Housekeeping Supervisor
  Task: A toilet broke twice during a guest stay. Talk about how to avoid this in the future.
  
  Example:
  
  A: Hello! The guest’s toilet broke twice. How can we avoid this next time?
  B: Hi! We can check all toilets carefully before the guest arrives.
  A: Good idea. Should we also check other things in the room?
  B: Yes, we can check lights and air conditioning too.
  A: How fast can we fix problems if they happen?
  B: We can fix them immediately and tell Guest Relations.
  A: Should we make a list of rooms with problems?
  B: Yes, that is a good idea. We can check them more carefully next time.
  A: How can we make sure guests are happy after repairs?
  B: Guest Relations can call the guest or visit to check everything is okay.
  

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Scenario 3: Restaurant Motivation

• A: F&B Manager
• B: Waiter
  Task: Some guests said the staff looked tired. Talk about how to stay motivated during the shift.
  
  Example:
  
  Here’s a simple A2-level dialogue for Scenario 3 (Restaurant Motivation) with 5 questions and answers:
  
  A: Good morning. Some guests said staff looked tired yesterday. How do you feel during your shift?
  B: I feel a little tired sometimes, but I want to give good service.
  A: What can help you stay motivated during your shift?
  B: Talking to my team and smiling at guests helps me feel better.
  A: How can we make work easier for you?
  B: Short breaks and clear instructions help me a lot.
  A: Do you like working with your team?
  B: Yes, we help each other and work better together.
  A: What can we do to make guests happy?
  B: Always be polite, smile, and serve food carefully.
  

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Scenario 4: Airport Pick-up

• A: Guest Relations Manager
• B: Driver
  Task: The guest liked the service, but you want to make it even better. Discuss ideas to improve.
  
  Example:
  
  Here’s a simple A2-level dialogue with 5 questions and answers for Scenario 4:
  
  A: Hello! The guest liked your airport pick-up today. Thank you.
  B: Thank you! I try my best.
  A: How do you greet guests when you meet them?
  B: I smile and say, “Welcome to our hotel.”
  A: Can we make the service even better?
  B: Yes. I can ask guests if they need water or a seat.
  A: What about luggage?
  B: I can carry their bags quickly and carefully.
  A: How can we make the car more comfortable?
  B: I can clean the car and play soft music.
  A: Great! These small things will make guests very happy.
  B: I will do that. Thank you for your advice.
  

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✍️ 6. Writing Tasks

Write 5–6 sentences for each task.

Example A – Housekeeping

“We can check the bathroom carefully before the guest arrives. We can make sure everything works. If there is a problem, we call Engineering right away. We should also check the lights and air conditioning. If everything is perfect, the guest will feel comfortable.”

Example B – Front Office

“We can ask reservations if guests arrive early. We can prepare some rooms before normal check-in. If no rooms are ready, we can offer them to wait at the pool or give a welcome drink. This will make them feel happy, even if they wait.”

Example C – F&B

“We should always smile and talk politely to guests. We can make the restaurant look clean and friendly. If we are tired, we can still show good energy to the guest. A smile makes a big difference. Good service brings guests back.”

Example D – Engineering

“We can check all rooms before guests arrive. Toilets, lights, and air conditioning must work well. If there is a problem, we fix it immediately. We should also write down repeating problems. This helps us fix them permanently.”

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

Feedback sheet

• good experiences and small problems, feedback of a guest

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Basics in past simple:

Personal Pronoun	Verb (Past)	Object
I	ate	apples
You	ate	apples
He	ate	apples
She	ate	apples
It	ate	apples
We	ate	apples
You (plural)	ate	apples
They	ate	apples
I	played	football
You	played	football
He	played	football
She	played	football
It	played	football
We	played	football
You (plural)	played	football
They	played	football

Personal Pronoun	Verb (Past Negative)	Object
I	did not eat	apples
You	did not eat	apples
He	did not eat	apples
She	did not eat	apples
It	did not eat	apples
We	did not eat	apples
You (plural)	did not eat	apples
They	did not eat	apples
I	did not play	football
You	did not play	football
He	did not play	football
She	did not play	football
It	did not play	football
We	did not play	football
You (plural)	did not play	football
They	did not play	football

Did + Pronoun	Verb	Object
Did I	eat	apples?
Did you	eat	apples?
Did he	eat	apples?
Did she	eat	apples?
Did it	eat	apples?
Did we	eat	apples?
Did you	eat	apples?
Did they	eat	apples?
Did I	play	football?
Did you	play	football?
Did he	play	football?
Did she	play	football?
Did it	play	football?
Did we	play	football?
Did you	play	football?
Did they	play	football?

Didn’t + Pronoun	Verb	Object
Didn’t I	eat	apples?
Didn’t you	eat	apples?
Didn’t he	eat	apples?
Didn’t she	eat	apples?
Didn’t it	eat	apples?
Didn’t we	eat	apples?
Didn’t you	eat	apples?
Didn’t they	eat	apples?
Didn’t I	play	football?
Didn’t you	play	football?
Didn’t he	play	football?
Didn’t she	play	football?
Didn’t it	play	football?
Didn’t we	play	football?
Didn’t you	play	football?
Didn’t they	play	football?

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

How would you answer that email?

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

Dear [Manager’s Name],

Last week, I stayed at a five-star hotel. Overall, my stay was very good, but there were some small problems.

The pick-up and transfer from the airport were very good. The driver was friendly and polite. I arrived at the hotel on time. At the check-in, the staff were kind and welcoming. They explained everything well. I was a little tired after a long flight, so I hoped for early check-in. Unfortunately, it was not possible. I felt very tired and wanted to rest immediately.

My room was comfortable, clean, and quiet. I liked it very much. But the toilet had a problem and had to be repaired two times during my stay. This was a little inconvenient. I liked the pool very much. The pool staff were friendly, and I felt relaxed there. The food in the restaurant was excellent. There were many choices, and I enjoyed my meals. Some staff seemed a little unmotivated, but I still felt well taken care of.

Finally, my departure was smooth and well organized. I could leave the hotel without any problems.

Overall, I had a very good stay. I hope the hotel can improve small problems like early check-in and toilet repairs. I would like to stay again because I had a comfortable and pleasant experience.

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__________________________

Vocabulary:

1. to result in – to make something happen.
2. an email – a message you send on a computer or phone.
3. an experience – something that happens to you or that you do.
4. feedback – information about how good or bad something is.
5. basics – the simple, most important things.
6. overall – looking at everything together.
7. a transfer – to move from one place to another.
8. to be polite – to speak or act in a nice and respectful way.
9. to be welcoming – to make people feel happy and comfortable.
10. to explain – to make something clear or easy to understand.
11. to be tired – to feel you need rest or sleep.
12. unfortunately – used when something bad happens.
13. to rest – to stop working or moving to feel better.
14. immediately – right now, without waiting.
15. inconvenient – not easy or comfortable.
16. to feel relaxed – to feel calm and comfortable.
17. to be excellent – to be very good.
18. a choice (meals) – different things you can pick to eat.
19. to enjoy – to feel happy and like something.
20. to be unmotivated – to not want to do anything.
21. to be taken care of – someone helps you and keeps you safe or comfortable.
22. finally – at the end, after a long time.
23. smooth – easy, without problems or bumps.
24. to improve problems – to make bad situations better.
25. a toilet repair – fixing a toilet when it is not working.
26. pleasant – nice, enjoyable, or happy.

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

Multiple-choice, one answer correct:

audio 1-19:

audio 20-26:

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1. to result in – What does it mean?
   a) to make something happen
   b) to eat quickly
   c) to run away
2. an email – What is it?
   a) a paper letter
   b) a message on a computer
   c) a phone call
3. an experience – What is it?
   a) something you do or feel
   b) a small bag
   c) a long journey
4. feedback – What is it?
   a) a type of food
   b) information about how good or bad something is
   c) a color of a wall
5. basics – What are they?
   a) simple important things
   b) expensive clothes
   c) big buildings
6. overall – What does it mean?
   a) running very fast
   b) eating a meal
   c) looking at everything together
7. a transfer – What is it?
   a) jumping high
   b) moving from one place to another
   c) reading a book
8. to be polite – What does it mean?
   a) to speak nicely
   b) to eat slowly
   c) to sleep early
9. to be welcoming – What does it mean?
   a) to be very tired
   b) to make people feel happy
   c) to run quickly
10. to explain – What does it mean?
    a) to drink water
    b) to listen quietly
    c) to make something clear
11. to be tired – What does it mean?
    a) to play outside
    b) to feel you need rest
    c) to feel very happy
12. unfortunately – What does it mean?
    a) something very funny happens
    b) something easy happens
    c) something bad happens
13. to rest – What does it mean?
    a) to stop working to feel better
    b) to eat quickly
    c) to run in the park
14. immediately – What does it mean?
    a) later next year
    b) after one week
    c) right now
15. inconvenient – What does it mean?
    a) very far away
    b) not easy or comfortable
    c) very delicious
16. to feel relaxed – What does it mean?
    a) to feel calm and comfortable
    b) to feel angry
    c) to feel tired
17. to be excellent – What does it mean?
    a) to be very bad
    b) to be very small
    c) to be very good
18. a choice (meals) – What is it?
    a) a large table
    b) different foods you can pick
    c) a type of fruit
19. to enjoy – What does it mean?
    a) to feel happy and like something
    b) to sleep early
    c) to run quickly
    
    ——————–end of audio 1———–
    
20. to be unmotivated – What does it mean?
    a) to work very hard
    b) to not want to do anything
    c) to play football
21. to be taken care of – What does it mean?
    a) someone helps you
    b) someone ignores you
    c) someone teaches you
22. finally – What does it mean?
    a) at the start
    b) at the middle
    c) at the end
23. smooth – What does it mean?
    a) rough and hard
    b) easy, without problems
    c) very small
24. to improve problems – What does it mean?
    a) to make good things worse
    b) to ignore problems
    c) to make bad things better
25. a toilet repair – What is it?
    a) fixing a toilet
    b) cleaning a floor
    c) painting a wall
26. pleasant – What does it mean?
    a) sad and boring
    b) nice and enjoyable
    c) difficult and hard

---

______________________

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

______________________

Correct version:

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to result in – to make something happen
an email – a message on a computer
an experience – something you do or feel
feedback – information about how good or bad something is
basics – simple important things
overall – looking at everything together
a transfer – moving from one place to another
to be polite – to speak nicely
to be welcoming – to make people feel happy
to explain – to make something clear
to be tired – to feel you need rest
unfortunately – something bad happens
to rest – to stop working to feel better
immediately – right now
inconvenient – not easy or comfortable
to feel relaxed – to feel calm and comfortable
to be excellent – to be very good
a choice (meals) – different foods you can pick
to enjoy – to feel happy and like something
to be unmotivated – to not want to do anything
to be taken care of – someone helps you
finally – at the end
smooth – easy, without problems
to improve problems – to make bad things better
a toilet repair – fixing a toilet
pleasant – nice and enjoyable

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

Gap-fill exercise:

1. I sent you ______ yesterday, please check your inbox.
   a) an email
   b) a table
   c) a shoe
2. After a long day at work, I just want to ______.
   a) eat
   b) rest
   c) jump
3. The teacher gave me some useful ______ on my homework.
   a) chairs
   b) bottles
   c) feedback
4. It was raining, so ______ I missed the bus.
   a) unfortunately
   b) quickly
   c) deliciously
5. We had a wonderful ______ when we visited the countryside.
   a) window
   b) fork
   c) experience
6. Please ______ the instructions clearly so everyone understands.
   a) dance
   b) sleep
   c) explain
7. The hotel staff were very ______ and made us feel at home.
   a) loud
   b) welcoming
   c) empty
8. I was very ______ after running five kilometers.
   a) small
   b) blue
   c) tired
9. The manager promised to ______ the problems in the system soon.
   a) improve
   b) eat
   c) sing
10. He always tries ______ when he talks to strangers.
    a) to run
    b) to be polite
    c) to sleep
11. The city center was busy, but ______ the trip was nice.
    a) quickly
    b) loudly
    c) overall
12. The flight includes a ______ from Bangkok to Chiang Mai.
    a) transfer
    b) cup
    c) tree
13. I feel very ______ after a massage.
    a) heavy
    b) relaxed
    c) broken
14. We have several ______ for lunch today: pasta, salad, or soup.
    a) chairs
    b) choices
    c) books
15. The plumber came to fix the broken toilet; it was a difficult ______.
    a) flower
    b) repair
    c) pen
16. Her performance in the competition was ______.
    a) small
    b) soft
    c) excellent
17. The new software works very ______, no glitches [a small problem or mistake in a machine, computer, or system] at all.
    a) cold
    b) high
    c) smooth
18. The weather during our holiday was very ______.
    a) noisy
    b) pleasant
    c) heavy

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—————————
Answers:

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

________________

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Correct version:

---

1. I sent you an email yesterday, please check your inbox.
2. After a long day at work, I just want to rest.
3. The teacher gave me some useful feedback on my homework.
4. It was raining, so unfortunately I missed the bus.
5. We had a wonderful experience when we visited the countryside.
6. Please explain the instructions clearly so everyone understands.
7. The hotel staff were very welcoming and made us feel at home.
8. I was very tired after running five kilometers.
9. The manager promised to improve the problems in the system soon.
10. He always tries to be polite when he talks to strangers.
11. The city center was busy, but overall the trip was nice.
12. The flight includes a transfer from Bangkok to Chiang Mai.
13. I feel very relaxed after a massage.
14. We have several choices for lunch today: pasta, salad, or soup.
15. The plumber came to fix the broken toilet; it was a difficult repair.
16. Her performance in the competition was excellent.
17. The new software works very smooth, everything is fine.
18. The weather during our holiday was very pleasant.

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

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Match the word to its definition:

Words:

1. to rest
2. to be polite
3. feedback
4. overall
5. a choice
6. to improve problems
7. to be welcoming
8. unpleasant
9. an experience
10. to enjoy
11. a transfer
12. a toilet repair
13. unfortunately
14. smooth

Definitions:

a. something you do or feel
b. making a machine or system work better
c. something that is not nice or comfortable
d. giving information about how good or bad something is
e. at the end, looking at everything together
f. to feel happy with something
g. a movement from one place to another
h. to stop working or moving to feel better
i. being friendly and making people feel happy
j. a repair of a broken toilet
k. a choice of options
l. behaving in a nice way to others
m. without problems, easy
n. something bad happens

---

______________

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

Correct version:

---

to rest – to stop working or moving to feel better
to be polite – behaving in a nice way to others
feedback – giving information about how good or bad something is
overall – at the end, looking at everything together
a choice – a choice of options
to improve problems – making a machine or system work better
to be welcoming – being friendly and making people feel happy
unpleasant – something that is not nice or comfortable
an experience – something you do or feel
to enjoy – to feel happy with something
a transfer – a movement from one place to another
a toilet repair – a repair of a broken toilet
unfortunately – something bad happens
smooth – without problems, easy

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

True or false:

1. To enjoy means to feel happy with something.
2. A choice means a repair of a broken toilet.
3. To improve problems means making a machine or system worse.
4. Feedback is information about how good or bad something is.
5. Unpleasant means something that is not nice or comfortable.
6. Unfortunately means something good always happens.
7. To be welcoming means being unfriendly to visitors.
8. Overall means looking at everything together.
9. An experience is something you do or feel.
10. To be polite means behaving in a nice way to others.
11. Smooth means difficult and full of problems.
12. A transfer is a movement from one place to another.
13. To rest means to stop working or moving to feel better.
14. A toilet repair means a type of meal choice.

---

—————————————-

True : 1,4,5,8,9,10,12,13
_________________________
Full version:

1. To enjoy means to feel happy with something.
2. A choice means a repair of a broken toilet. True is: A choice means a selection of options.
3. To improve problems means making a machine or system worse. True is: To improve problems means making a machine or system work better.
4. Feedback is information about how good or bad something is.
5. Unpleasant means something that is not nice or comfortable.
6. Unfortunately means something good always happens. True is: Unfortunately means something bad happens.
7. To be welcoming means being unfriendly to visitors. True is: To be welcoming means being friendly and making people feel happy.
8. Overall means looking at everything together.
9. An experience is something you do or feel.
10. To be polite means behaving in a nice way to others.
11. Smooth means difficult and full of problems. True is: Smooth means without problems, easy.
12. A transfer is a movement from one place to another.
13. To rest means to stop working or moving to feel better.
14. A toilet repair means a type of meal choice. True is: A toilet repair is fixing a broken toilet.

---

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

Correct the statements:

---

1. The driver shouted at the guest.
   
   YOU WRITE:
   
   The driver did not shout at the guest. The driver was friendly and polite.
   
2. The staff gave wrong information at check-in.
   ________________________________
   
3. The guest arrived late at the hotel.
   ________________________________
   
4. The cleaner forgot to clean the room.
   ________________________________
   
5. The toilet worked perfectly all the time.
   ________________________________
   
6. The guest avoided the pool.
   ________________________________
   
7. The food made the guest sick.
   ________________________________
   
8. The restaurant had only two choices.
   ________________________________
   
9. All staff worked very hard and were motivated.
   ________________________________
   
10. The manager caused many problems at departure.
    ________________________________
    
11. The guest left the hotel with many problems.
    ________________________________
    
12. The guest had a bad experience at the hotel.
    ________________________________
    

———————————-

Correct version:

---

1. The driver shouted at the guest.
   The driver did not shout at the guest.
   The driver was friendly and polite.
2. The staff gave wrong information at check-in.
   The staff did not give wrong information at check-in.
   The staff explained everything well.
3. The guest arrived late at the hotel.
   The guest did not arrive late at the hotel.
   The guest early at the hotel.
4. The cleaner forgot to clean the room.
   The cleaner did not forget to clean the room.
   The room was comfortable, clean, and quiet.
5. The toilet worked perfectly all the time.
   The toilet did not work perfectly all the time.
   The toilet had a problem and had to be repaired two times.
6. The guest avoided the pool.
   The guest did not avoid the pool.
   The guest liked the pool and felt relaxed there.
7. The food made the guest sick.
   The food did not make the guest sick.
   The food in the restaurant was excellent.
8. The restaurant had only two choices.
   The restaurant did not have only two choices.
   There were many choices in the restaurant.
9. All staff worked very hard and were motivated.
   All staff did not work very hard and were not all motivated.
   Some staff seemed a little unmotivated.
10. The manager caused many problems at departure.
    The manager did not cause many problems at departure.
    The departure was smooth and well organized.
11. The guest left the hotel with many problems.
    The guest did not leave the hotel with many problems.
    The guest left the hotel without any problems.
12. The guest had a bad experience at the hotel.
    The guest did not have a bad experience at the hotel.
    The guest had a very good and pleasant stay.

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

Answer:

---

1. Did the driver shout at the guest?
   
   YOU WRITE:
   
   No, the driver did not shout at the guest. He was friendly and polite.
   
2. Did the staff give wrong information at check-in?
   ________________________________
   
3. Did the guest arrive late at the hotel?
   ________________________________
   
4. Did the cleaner forget to clean the room?
   ________________________________
   
5. Did the toilet work perfectly all the time?
   ________________________________
   
6. Did the guest avoid [to stay away] the pool? ________________________________
   
7. Did the food make the guest sick?________________________________
   
8. Did the restaurant have only two choices?
   ________________________________
   
9. Did the manager cause problems at departure?
   ________________________________
   
10. Did the guest have a bad experience at the hotel?
    ________________________________
    

———————————-

Correct version:

---

Did the guest have a bad experience at the hotel?
No, the guest did not have a bad experience at the hotel. He had a very good and pleasant stay.

Did the driver shout at the guest?
No, the driver did not shout at the guest. He was friendly and polite.

Did the staff give wrong information at check-in?
No, the staff did not give wrong information at check-in. They explained everything well.

Did the guest arrive late at the hotel?
No, the guest did not arrive late at the hotel. He arrived early.

Did the cleaner forget to clean the room?
No, the cleaner did not forget to clean the room. The room was comfortable, clean, and quiet.

Did the toilet work perfectly all the time?
No, the toilet did not work perfectly all the time. It had a problem and had to be repaired two times.

Did the guest avoid the pool?
No, the guest did not avoid the pool. He liked the pool and felt relaxed there.

Did the food make the guest sick?
No, the food did not make the guest sick. The food in the restaurant was excellent.

Did the restaurant have only two choices?
No, the restaurant did not have only two choices. There were many choices, and the guest enjoyed his meals.

Did the manager cause problems at departure?
No, the manager did not cause problems at departure. The departure was smooth and well organized.

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

Answer:

---

1. Did the guest arrive late or early?
   
   YOU WRITE:
   
   The guest arrived early.
   
2. Did the driver act politely or rudely?
   _____________________________
   
3. Was the check-in staff friendly or unfriendly?
   _____________________________
   
4. Was the guest very tired or full of energy after the flight?
   _____________________________
   
5. Did the toilet work perfectly or need repairs?
   _____________________________
   
6. Did the guest enjoy the pool or avoid it?
   _____________________________
   
7. Was the food in the restaurant excellent or bad?
   _____________________________
   
8. Were there many meal choices or only a few?
   _____________________________
   
9. Was the departure smooth or chaotic?
   _____________________________
   
10. Did the guest feel comfortable and relaxed or unhappy during the stay?
    _____________________________
    

—————————-
Correct version:

---

Did the guest arrive late or on time? The guest arrived on time.
Did the driver act politely or rudely? The driver acted politely.
Was the check-in staff friendly or unfriendly? The check-in staff were friendly.
Was the guest very tired or full of energy after the flight? The guest was very tired.
Did the toilet work perfectly or need repairs? The toilet needed repairs.
Did the guest enjoy the pool or avoid it? The guest enjoyed the pool.
Was the food in the restaurant excellent or bad? The food in the restaurant was excellent.
Were there many meal choices or only a few? There were many meal choices.
Was the departure smooth or chaotic? The departure was smooth.
Did the guest feel comfortable and relaxed or unhappy during the stay? The guest felt comfortable and relaxed.

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

Complete, fill in, words below:

repairs – excellent – friendly – well – problems –
relaxed – staff – enjoy – experience –
unmotivated – clean –
during – meals –
smooth

———————————————

---

1. Q: How was your stay last week?
   A: My stay was very good, but there were a few small __________.
2. Q: What problems did you have?
   A: The toilet had to be repaired two times __________ my stay.
3. Q: Did the toilet __________ cause much inconvenience?
   A: A little, but the staff handled it well.
4. Q: Did you __________ the pool?
   A: Yes, I liked the pool very much.
5. Q: How were the pool staff?
   A: The pool staff were __________.
6. Q: How did you feel at the pool?
   A: I felt __________ at the pool.
7. Q: How was the food in the restaurant?
   A: The food was __________.
8. Q: Were there many choices for __________?
   A: Yes, there were many choices, and I enjoyed them.
9. Q: Did you feel well taken care of by the __________?
   A: Yes, I felt well taken care of.
10. Q: Were all staff motivated?
    A: No, some staff seemed a little ___________.
11. Q: Was the departure smooth?
    A: Yes, the departure was __________ and well organized.
12. Q: Did the staff explain everything well at check-in?
    A: Yes, the staff explained everything _________ .
13. Q: How was your room?
    A: The room was comfortable, __________, and quiet.
14. Q: Would you like to stay at the hotel again?
    A: Yes, I would like to stay again because I had a comfortable and pleasant __________.

————————————-
Correct version:

---

Q: Would you like to stay at the hotel again?
A: Yes, I would like to stay again because I had a comfortable and pleasant experience.

Q: How was your stay last week?
A: My stay was very good, but there were a few small problems.

Q: What problems did you have?
A: The toilet had to be repaired two times during my stay.

Q: Did the toilet repairs cause much inconvenience?
A: A little, but the staff handled it well.

Q: Did you enjoy the pool?
A: Yes, I liked the pool very much.

Q: How were the pool staff?
A: The pool staff were friendly.

Q: How did you feel at the pool?
A: I felt relaxed at the pool.

Q: How was the food in the restaurant?
A: The food was excellent.

Q: Were there many choices for meals?
A: Yes, there were many choices, and I enjoyed my meals.

Q: Did you feel well taken care of by the staff?
A: Yes, I felt well taken care of.

Q: Were all staff motivated?
A: No, some staff seemed a little unmotivated.

Q: Was the departure smooth?
A: Yes, the departure was smooth and well organized.

Q: Did the staff explain everything well at check-in?
A: Yes, the staff explained everything well.

Q: How was your room?
A: The room was comfortable, clean, and quiet.

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

Complete, words below:

unmotivated – repaired – friendly – comfortable –
quiet – felt – overall –
food – arrived –
smooth

————————–

Last week, I stayed at a five-star hotel.
__________, my stay was very good.
The driver and staff were__________ and polite.
I __________ early, but early check-in was not possible.
My room was clean, comfortable, and __________.
The toilet had a problem and was __________ twice.
I enjoyed the pool and __________ relaxed.
The __________ was excellent with many choices.
Some staff seemed a little __________, but I felt well taken care of.
My departure was __________.
Overall, I had a pleasant and __________ stay and would stay again.

__________________
Correct version:

Last week, I stayed at a five-star hotel. Overall, my stay was very good. The driver and staff were friendly and polite. I arrived on time, but early check-in was not possible. My room was clean, comfortable, and quiet. The toilet had a problem and was repaired twice. I enjoyed the pool and felt relaxed. The food was excellent with many choices. Some staff seemed a little unmotivated, but I felt well taken care of. My departure was smooth. Overall, I had a pleasant and comfortable stay and would stay again.

---

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

Which phrase are we looking for – words from text above?

• …………………….what can go wrong
  

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

---

A summary:
.

Hotels can have different problems that make guests unhappy. The most common problem is cleanliness. Guests do not like dirty bathrooms, hair in the sink, stained sheets, or bad smells. Clean rooms make guests feel safe and comfortable.

Another problem is noise. Guests can hear loud neighbors, children running, staff in the hallway, traffic, or construction. Noise makes it hard for guests to sleep and enjoy their stay.

Service and staff attitude are very important. Guests do not like rude or slow staff. Staff should be friendly and helpful. Good service makes guests happy and want to return.

Room problems can also cause complaints. Broken air conditioning, lights, TVs, or taps make guests uncomfortable. Hotels should check that everything works.

Check-in and check-out can be difficult. Guests do not like waiting a long time, wrong bookings, or confusing bills. First and last impressions are very important.

Sometimes guests are unhappy with their room. They may get a smaller room, a bad view, or the wrong bed. This can make them feel disappointed.

Guests also notice when hotel services are not working, like pools, gyms, or shuttle buses. Rooms that are too hot, too cold, or stuffy also make guests uncomfortable.

Finally, guests can have problems with the bill. Extra charges or difficult refunds make guests feel unhappy.

In summary, clean rooms, quiet places, friendly staff, working equipment, and fair bills are very important. Good service makes guests happy, and they will come back and give good reviews.

---

_______________________

Vocabulary:

• a sink – the place in a bathroom or kitchen where you wash your hands or dishes
• stained sheets – bed sheets with marks or dirt on them
• to feel safe – to not be afraid or worried
• a hallway – a long passage inside a building that leads to rooms
• construction noise – loud sounds from building work outside or nearby
• to enjoy a stay – to have a good time while staying somewhere
• staff attitude – the way hotel workers behave or act toward guests
• rude staff – workers who are not polite or nice to guests
• a complaint – when a guest says something is wrong or not good
• broken A/C – air conditioning that does not work
• a tap – a device that gives water in a sink or shower
• a confusing bill – a bill that is difficult to understand
• first impression – what someone thinks when they see something for the first time
• to feel disappointed – to feel unhappy because something is not as expected
• to notice something – to see or hear something and realize it
• a stuffy room – a room with little fresh air, hot or uncomfortable
• a bill – a paper that shows how much money you must pay
• an extra charge – money you must pay in addition to the normal price
• a refund – money that comes back to you if you paid too much or were not happy
• equipment (hotel) – things in a hotel that guests use, like TV, A/C, or coffee machine
• a review – what a guest writes or says about their experience at a hotel

---

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

---

Multiple choice:

audio file 1-14:

audio file 15-21

1. What is a sink?
   a) A place to wash hands or dishes
   b) A small table to put things on
   c) A chair in the room to sit on
2. What are stained sheets?
   a) Blank sheets of paper to write on
   b) Bed sheets with marks or dirt
   c) Clean towels in the bathroom to use
3. What does it mean to feel safe?
   a) To sleep well at night in bed
   b) To look out of the window and see
   c) To not be afraid or worried
4. What is a hallway?
   a) A small garden outside the building
   b) A long passage leading to rooms
   c) A place to cook food and eat
5. What is construction noise?
   a) Loud sounds from building work nearby
   b) People talking in the hotel lobby
   c) Music playing in the hotel rooms
6. What does to enjoy a stay mean?
   a) To clean the hotel room quickly
   b) To have a good time while staying
   c) To write a bill for guests to pay
7. What is staff attitude?
   a) The menu with food and drinks
   b) The way hotel workers behave
   c) The color of walls in the room
8. Who are rude staff?
   a) Staff who are very fast and loud
   b) Staff who clean the pool or garden
   c) Workers who are not polite to guests
9. What is a complaint?
   a) When a guest says something is wrong
   b) A key to open a room door
   c) A bed in the guest room to sleep
10. What is broken A/C?
    a) A fridge in the minibar that is empty
    b) Air conditioning that does not work
    c) A TV in the room that cannot turn on
11. What is a tap?
    a) A device that gives water in sink
    b) A small towel in the bathroom to use
    c) A lamp in the hallway to see
12. What is a confusing bill?
    a) A map of the city for guests to use
    b) A list of TV channels in the room
    c) A bill that is difficult to understand
13. What is first impression?
    a) The name on the door of the room
    b) What someone thinks the first time
    c) A welcome drink for new guests
14. What does to feel disappointed mean?
    a) To feel unhappy because of expectations
    b) To clean the room quickly and well
    c) To wake up early in the morning
    
    ————-end of audio file—————
15. What does to notice something mean?
    a) To wash hands in the sink carefully
    b) To pay the bill quickly at the desk
    c) To see or hear and realize it
16. What is a stuffy room?
    a) A room with little fresh air inside
    b) A room with many windows open
    c) A room near the swimming pool
17. What is a bill?
    a) A paper showing how much to pay
    b) A sign outside the hotel building
    c) A card with hotel rules to follow
18. What is an extra charge?
    a) A gift for the guest from the hotel
    b) Money paid in addition to normal price
    c) A discount on the room price for guests
19. What is a refund?
    a) Money that comes back to you
    b) A letter from the hotel manager
    c) A new key for the hotel room
20. What is equipment (hotel)?
    a) Decorations on the walls in rooms
    b) Things guests use, like TV or A/C
    c) Staff uniforms worn by workers
21. What is a review?
    a) A map of the hotel building for guests
    b) A daily cleaning schedule for staff
    c) What a guest writes about their experience

---

__________________________

Answers:

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

__________________________

---

Correct version:

1. a sink – A place to wash hands or dishes
2. stained sheets – Bed sheets with marks or dirt
3. to feel safe – To not be afraid or worried
4. a hallway – A long passage leading to rooms
5. construction noise – Loud sounds from building work nearby
6. to enjoy a stay – To write a bill for guests to pay
7. staff attitude – The way hotel workers behave
8. rude staff – Workers who are not polite to guests
9. a complaint – When a guest says something is wrong
10. broken A/C – Air conditioning that does not work
11. a tap – A device that gives water in sink
12. a confusing bill – A bill that is difficult to understand
13. first impression – What someone thinks the first time
14. to feel disappointed – To feel unhappy because of expectations
15. to notice something – To see or hear and realize it
16. a stuffy room – A room with little fresh air inside
17. a bill – A card with hotel rules to follow
18. an extra charge – Money paid in addition to normal price
19. a refund – Money that comes back to you
20. equipment (hotel) – Things guests use, like TV or A/C
21. a review – What a guest writes about their experience

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

---

Gap-fill exercise:

1. The ______ in the bathroom was leaking, so I couldn’t wash my hands.
   a) tap
   b) bill
   c) hallway
2. I wrote a ______ about the dirty sheets in my room.
   a) complaint
   b) review
   c) refund
3. The hotel staff were very polite; their ______ was excellent.
   a) equipment
   b) staff attitude
   c) extra charge
4. I couldn’t sleep because the ______ from the construction next door was very loud.
   a) sink
   b) tap
   c) noise
5. My room felt very ______ because the windows were closed and there was no air circulation.
   a) stuffy
   b) clean
   c) rude
6. I asked for a ______ because the hotel charged me twice by mistake.
   a) tap
   b) refund
   c) review
7. The ______ was very helpful and explained everything about the hotel facilities.
   a) hallway
   b) staff attitude
   c) equipment
8. The hotel sent me a ______ after my stay to know my opinion.
   a) complaint
   b) tap
   c) review
9. I noticed that the ______ in my room was not working properly; I could not watch TV.
   a) equipment
   b) hallway
   c) tap
10. There was an ______ for using the minibar that I didn’t expect.
    a) extra charge
    b) refund
    c) sink
11. The hotel provided a large, comfortable ______ for all guests to walk between rooms.
    a) tap
    b) sink
    c) hallway
12. I felt ______ when I saw that my room was smaller than advertised.
    a) disappointed
    b) safe
    c) noisy
13. I left a note because I wanted the staff to ______ the problem with my AC.
    a) notice
    b) enjoy
    c) complain
14. I always feel ______ in a hotel with strong locks and security cameras.
    a) stained
    b) disappointed
    c) safe
15. The sheets in my room were ______; they had stains and hairs from the previous guest.
    a) stained
    b) broken
    c) confusing

---

————————————

Answers:

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

_______________________

Correct answers:

---

1. The tap in the bathroom was leaking, so I couldn’t wash my hands.
2. I wrote a refund about the dirty sheets in my room.
3. The hotel staff were very polite; their staff attitude was excellent.
4. I couldn’t sleep because the noise from the construction next door was very loud.
5. My room felt very stuffy because the windows were closed and there was no air circulation.
6. I asked for a refund because the hotel charged me twice by mistake.
7. The staff attitude was very helpful and explained everything about the hotel facilities.
8. The hotel sent me a review after my stay to know my opinion.
9. I noticed that the equipment in my room was not working properly; I could not watch TV.
10. There was an extra charge for using the minibar that I didn’t expect.
11. The hotel provided a large, comfortable hallway for all guests to walk between rooms.
12. I felt disappointed when I saw that my room was smaller than advertised.
13. I left a note because I wanted the staff to notice the problem with my AC.
14. I always feel safe in a hotel with strong locks and security cameras.
15. The sheets in my room were stained; they had stains and hairs from the previous guest.

---

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

---

Match the word to its definition:

Words:

1. tap
2. complaint
3. staff attitude
4. noise
5. stuffy
6. refund
7. hallway
8. review
9. equipment
10. disappointed
11. notice
12. safe
13. stained
14. extra charge
    

Definitions:

A. Money returned to a guest because of a problem or mistake
B. Something that gives water in a sink
C. How hotel workers behave toward guests
D. When a guest says something is wrong with the hotel or room
E. Feeling unhappy because something did not meet expectations
F. Items in a hotel room or facility that guests use, like TV or A/C
G. A long passage connecting rooms in a hotel
H. A mark or dirt on sheets or towels
I. A written opinion about the hotel after a stay
J. Loud sounds that disturb sleep or peace
K. Something that causes additional cost beyond the normal price
L. To see or become aware of something
M. Feeling comfortable and protected, not in danger
N. A room that has little fresh air or ventilation

---

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

Correct version:

extra charge – Something that causes additional cost beyond the normal price

tap – Something that gives water in a sink

complaint – When a guest says something is wrong with the hotel or room

staff attitude – How hotel workers behave toward guests

noise – Loud sounds that disturb sleep or peace

stuffy – A room that has little fresh air or ventilation

refund – Money returned to a guest because of a problem or mistake

hallway – A long passage connecting rooms in a hotel

review – A written opinion about the hotel after a stay

equipment – Items in a hotel room or facility that guests use, like TV or A/C

disappointed – Feeling unhappy because something did not meet expectations

notice – To see or become aware of something

safe – Feeling comfortable and protected, not in danger

stained – A mark or dirt on sheets or towels
#####################

True or false:

1. A review is a written opinion about a guest’s stay.
2. A stuffy room has plenty of fresh air and is very ventilated.
3. Stained means there is a mark or dirt on sheets or towels.
4. Extra charge means there is no additional cost beyond the normal price.
5. To notice something means to become aware of it.
6. Staff attitude refers to how hotel workers behave toward guests.
7. Feeling safe means the guest is at risk and uncomfortable.
8. Noise in a hotel usually makes guests feel comfortable and relaxed.
9. A tap is used to turn on water in a sink.
10. Disappointed means a guest feels happy because everything was perfect.
11. Equipment in a hotel includes things like TV, A/C, or hairdryers.
12. Stained sheets are perfectly clean and ready for guests.
13. A refund is money returned to a guest when there is a problem.
14. A hallway is a room where guests sleep.

---

_________________________

True: 1,3,5,6,9,11,13

_________________________
Correct version:

---

A review is a written opinion about a guest’s stay.

A stuffy room has plenty of fresh air and is very ventilated. True is: A stuffy room has little fresh air and poor ventilation.

Stained means there is a mark or dirt on sheets or towels.

Extra charge means there is no additional cost beyond the normal price. True is: Extra charge means there is additional cost beyond the normal price.

To notice something means to become aware of it.

Staff attitude refers to how hotel workers behave toward guests.

Feeling safe means the guest is at risk and uncomfortable. True is: Feeling safe means the guest is protected and not in danger.

Noise in a hotel usually makes guests feel comfortable and relaxed. True is: Noise in a hotel usually disturbs guests and makes them uncomfortable.

A tap is used to turn on water in a sink.

Disappointed means a guest feels happy because everything was perfect. True is: Disappointed means a guest feels unhappy because something did not meet expectations.

Equipment in a hotel includes things like TV, A/C, or hairdryers.

Stained sheets are perfectly clean and ready for guests. True is: Stained sheets are dirty or have marks from previous guests.

A refund is money returned to a guest when there is a problem.

A hallway is a room where guests sleep. True is: A hallway is a long passage connecting rooms in a hotel.

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

Complete the dialogue, words below:

---

broken – complaints – dirty – sheets – refund –
polite – front desk – respected – noise –
maintenance – carefully –
impression – quick

——————————

Interviewer: Hello! Can you introduce yourself and your job at the hotel?
Staff: Hello! My name is Salas, and I work at the __________

1. Interviewer: Why do guests usually complain about cleanliness?
Staff: Because sometimes bathrooms or __________ are not clean.

2. Interviewer: How do you help a guest who is disturbed by __________?
Staff: We apologize and try to move them to a quiet room.

3. Interviewer: When a guest says the AC is __________, what do you do?
Staff: We call __________ immediately and offer another room if possible.

4. Interviewer: Who checks the room before the guest arrives?
Staff: The cleaning staff and front desk staff check the room.

5. Interviewer: Where do most __________ about extra charges happen?
Staff: At the reception when guests pay the bill.

6. Interviewer: Which complaints are most serious for guest satisfaction?
Staff: Noise, broken equipment, and __________ rooms are very serious.

7. Interviewer: How can staff show good attitude to guests?
Staff: By being polite, friendly, and helpful.

8. Interviewer: Why is it important to notice problems early?
Staff: Because __________ action makes guests feel safe and __________.

9. Interviewer: How do you respond if a guest feels disappointed with the room?
Staff: We apologize, listen __________, and try to fix the problem.

10. Interviewer: What should staff do when a guest asks about a __________?
Staff: Check the bill and explain clearly how the money will be returned.

11. Interviewer: When do guests usually form their first __________?
Staff: When they enter the hotel or speak to staff at the front desk.

12. Interviewer: Can you give advice to new staff about handling complaints?
Staff: Yes, always stay calm, __________, and solve problems quickly.

——————————-

Full version:

Interviewer: Hello! Can you introduce yourself and your job at the hotel?
Staff: Hello! My name is Anna, and I work at the front desk.

1. Interviewer: Why do guests usually complain about cleanliness?
Staff: Because sometimes bathrooms or sheets are not clean.

2. Interviewer: How do you help a guest who is disturbed by noise?
Staff: We apologize and try to move them to a quiet room.

3. Interviewer: When a guest says the AC is broken, what do you do?
Staff: We call maintenance immediately and offer another room if possible.

4. Interviewer: Who checks the room before the guest arrives?
Staff: The cleaning staff and front desk staff check the room.

5. Interviewer: Where do most complaints about extra charges happen?
Staff: At the reception when guests pay the bill.

6. Interviewer: Which complaints are most serious for guest satisfaction?
Staff: Noise, broken equipment, and dirty rooms are very serious.

7. Interviewer: How can staff show good attitude to guests?
Staff: By being polite, friendly, and helpful.

8. Interviewer: Why is it important to notice problems early?
Staff: Because quick action makes guests feel safe and respected.

9. Interviewer: How do you respond if a guest feels disappointed with the room?
Staff: We apologize, listen carefully, and try to fix the problem.

10. Interviewer: What should staff do when a guest asks about a refund?
Staff: Check the bill and explain clearly how the money will be returned.

11. Interviewer: When do guests usually form their first impression?
Staff: When they enter the hotel or speak to staff at the front desk.

12. Interviewer: Can you give advice to new staff about handling complaints?
Staff: Yes, always stay calm, polite, and solve problems quickly.

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

---

Complete, fill in, words below:

attitude – extra charges – arrive – calm –
front desk – impression – complain –
solve – safe –
carefully

——————————–

My name is Anna. I work at the __________ of a hotel.
Guests often __________ about cleanliness, noise, and broken equipment.
Staff must check the rooms before guests __________ and notice any problems.
If a guest is unhappy, staff should apologize, listen __________, and try to __________ the problem quickly.
Good staff __________ is very important.
Being polite, friendly, and helpful makes guests feel __________ and respected.
Refunds or __________ must be explained clearly.
Guests form their first __________ when they enter the hotel or speak to staff.
New staff should stay __________ and solve problems politely.
——————————-

Correct version:

My name is Anna. I work at the front desk of a hotel. Guests often complain about cleanliness, noise, and broken equipment. Staff must check the rooms before guests arrive and notice any problems. If a guest is unhappy, staff should apologize, listen carefully, and try to solve the problem quickly. Good staff attitude is very important. Being polite, friendly, and helpful makes guests feel safe and respected. Refunds or extra charges must be explained clearly. Guests form their first impression when they enter the hotel or speak to staff. New staff should stay calm and solve problems politely.
################

– How it feels to be unappreciated at work — and how I can stay strong, proud, and professional

---

🌟 How I Feel at Work

I work in the restaurant of a five-star hotel. Every day, I try to do my best. I work hard when it is busy, I help my team, and I stay polite with the guests. But many times, I feel like no one sees what I do.

My group leader does not give me good feedback. They only talk when something is wrong. My colleagues do not say “thank you” when I help them. I feel like my work is not important.

Because of this, I feel sad and tired. Sometimes I think I am not good enough. It is difficult to work hard every day when no one says anything nice. It makes me feel alone at work.

---

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

---

💬 What I Can Do

---

1. Look at real signs of my good work

Sometimes people do not say “thank you,” but that does not mean my work is bad.
I can look at other things to understand my value:

• Guests are happy when I serve them.
• They smile and say nice words.
• My service is clean and correct.
• I finish my tasks on time.
  These signs show me that I am doing a good job, even if no one says it out loud.

---

2. Ask for feedback in a polite way

If my leader does not give me feedback, I can ask for it.
I can say something simple, like:

“I want to learn and grow. Can you please tell me what I do well and what I can improve?”

This shows that I care about my work. It also gives my leader a chance to see my effort and maybe give me more feedback in the future.

---

3. Keep doing my best every day

Even if I do not hear “good job,” I can still be professional.
I can:

• Be on time for every shift.
• Wear my uniform correctly.
• Be calm and polite, even when it is busy.
• Serve guests with a smile.
  People may not always talk, but they notice. Over time, this builds respect.

---

4. Build good relationships with my colleagues

Sometimes colleagues do not talk much because they are tired or stressed. It does not always mean they don’t like me.
I can:

• Smile and greet them.
• Offer help when they are busy.
• Say “thank you” to them first.
  This can make the team feel closer and more friendly. When people feel connected, they start to show more respect and appreciation.

---

5. Remember my own value

I work hard. I give my best. I am responsible. These things make me strong.
Even if nobody says it, I know what I do. I should not let the silence of others make me doubt myself. I can be proud of my work and of who I am.

---

6. Think about the future if nothing changes

If I try everything and still feel unappreciated, then maybe the problem is not me.
I can:

• Talk to someone I trust, like HR or a senior staff member.
• Think about other opportunities in the future where my work is respected more.
  I have the right to feel valued and respected at work.

---

___________________

Vocabulary:

• unappreciated – when people do not say “thank you” for your work.
• to be proud – to feel good about what you did.
• busy – when you have a lot to do.
• to stay polite – to be friendly and respectful to people.
• a feedback – what someone tells you about your work.
• a colleague – a person who works with you.
• to be tired – to need rest.
• a sign of good work – something that shows you did well.
• a personal value – something important to you.
• to serve guests – to help people who visit.
• to finish on time – to complete something before the deadline.
• a task – a small job or thing to do.
• to grow (character) – to become a better person.
• to care about something – to think something is important.
• an effort – when you try hard.
• maybe – it is possible.
• to wear a uniform – to put on work clothes.
• to be calm – to feel relaxed and quiet.
• to notice something – to see or hear something.
• to build respect – to make people trust and like you.
• a relationship – a connection between people.
• to be stressed – to feel worried or nervous.
• to greet somebody – to say “hello” to someone.
• to feel connected – to feel close to other people.
• to show respect – to be kind and polite to others.
• appreciation – saying thank you for something good.
• a value (character) – a good quality of a person.
• to be responsible – to do what you must do.
• a silence – when nobody speaks.
• to doubt oneself – to not believe in yourself.
• to trust somebody – to believe someone is honest and good.
• an opportunity – a good chance to do something.
• to feel valued – to feel people see your good work.

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

audio fil 1: 1-1

Audio file 2: 18-20

Multiple choice, one answer correct:

1. What does “unappreciated” mean?
a) People do not say thank you
b) People always agree with you
c) People give many gifts

2. To be proud means:
a) To feel angry at others
b) To feel good about yourself
c) To feel very sleepy

3. If someone is busy, they:
a) Have a lot to do every day
b) Never speak to anyone
c) Always feel happy all day

4. To stay polite means:
a) To eat food politely
b) To be friendly and kind
c) To work very quickly

5. A colleague is:
a) A person who works with you
b) A person who travels often
c) A person who goes to school

6. Feedback is:
a) A type of music or song
b) A kind of food you eat
c) What someone tells you about work

7. To serve guests means:
a) To clean all the rooms
b) To help people who visit you
c) To watch television at home

8. A task is:
a) A kind of animal you keep
b) A small job you need to do
c) A type of clothing you wear

9. To care about something means:
a) To ignore it completely
b) To think it is important
c) To sell it to someone

10. An effort is:
a) When you sleep a long time
b) When you try very hard
c) When you run very fast

11. To finish on time means:
a) To complete work before the time
b) To forget your work quickly
c) To stop working early today

12. To wear a uniform means:
a) To put on work clothes
b) To wash clothes every day
c) To buy shoes and shirts

13. To be calm means:
a) To feel very angry often
b) To feel relaxed and quiet
c) To feel hungry all day

14. To notice something means:
a) To lose it very quickly
b) To ignore it completely
c) To see or hear it clearly

15. To build respect means:
a) To argue with everyone all day
b) To make people trust and like you
c) To sleep more than usual

16. A relationship is:
a) A type of food you eat
b) A connection between people
c) A new kind of game you play

17. To be stressed means:
a) To feel worried or nervous
b) To feel very happy all day
c) To feel very strong always
——–end of audio file 1————–

18. To greet somebody means:
a) To say hello to someone
b) To cook food for others
c) To write a letter to friends

19. To feel connected means:
a) To feel very tired and weak
b) To feel lost in a new place
c) To feel close to other people

20. To trust somebody means:
a) To ignore them completely
b) To ask a question about them
c) To believe someone is honest and good

---

________________
Answers:

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

________________

Correct version:

---

1. What does “unappreciated” mean? – People do not say thank you
2. To be proud means? – To feel good about yourself
3. If someone is busy, they? – Have a lot to do every day
4. To stay polite means? – To be friendly and kind
5. A colleague is? – A person who works with you
6. Feedback is? – What someone tells you about work
7. To serve guests means? – To help people who visit you
8. A task is? – A small job you need to do
9. To care about something means? – To think it is important
10. An effort is? – When you try very hard
11. To finish on time means? – To complete work before the time
12. To wear a uniform means? – To put on work clothes
13. To be calm means? – To feel relaxed and quiet
14. To notice something means? – To see or hear it clearly
15. To build respect means? – To make people trust and like you
16. A relationship is? – A connection between people
17. To be stressed means? – To feel worried or nervous
18. To greet somebody means? – To say hello to someone
19. To feel connected means? – To feel close to other people
20. To trust somebody means? – To believe someone is honest and good

---

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

---

Fill in:

1. I feel very _______ when nobody notices my work. (a) unappreciated (b) proud (c) busy
2. I always try to _______ politely with guests, even when it is busy. (a) stay polite (b) an effort (c) serve guests
3. My group leader rarely gives me good _______. (a) a task (b) feedback (c) a colleague
4. Guests smile when I _______ politely. (a) greet (b) build respect (c) serve guests
5. I make sure to finish each _______ on time. (a) task (b) an effort (c) a sign of good work
6. After a long day, I often feel _______. (a) angry (b) maybe (c) stressed
7. I can look for a _______ to see that my work is good. (a) sign of good work (b) relationship (c) notice something
8. I try not to _______ even if no one says thank you. (a) talk (b) be stressed (c) grow (character)
9. When I ask politely for _______ I can learn what I do well. (a) feedback (b) a colleague (c) a task
10. I always wear my uniform correctly and stay _______ at work. (a) calm (b) stressed (c) maybe
11. Smiling and greeting my colleagues helps me _______ with my team. (a) feel connected (b) serve guests (c) a value
12. Giving my best every day shows my _______ and responsibility. (a) a silence (b) character (c) personal value
13. Over time, my good work helps me _______ from others. (a) build respect (b) be stressed (c) trust somebody
14. Even if nobody says anything, I can still feel _______ for my work. (a) maybe (b) proud (c) busy

---

———————–
Answers:

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

---

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

True or false:

---

1. The author feels unappreciated when nobody notices their work.
2. The author’s colleagues always say “thank you” when they help.
3. Guests are happy when the author serves them politely.
4. The author never asks for feedback.
5. Finishing tasks on time is a sign of good work.
6. Smiling at colleagues can help build relationships.
7. The author feels proud of their work even if nobody says anything.
8. Wearing the uniform incorrectly shows professionalism.
9. The author thinks it is impossible to improve their character.
10. Feeling stressed is something the author tries to avoid.
11. The author believes that their effort is unimportant.
12. Guests’ smiles and kind words are signs of good work.
13. Saying “hello” to colleagues does not affect respect or appreciation.
14. The author considers it important to feel connected with the team.

---

___________________
True: 1,3,5,6,7,10,12,14

___________________

---

Correct version:

---

1. The author feels unappreciated when nobody notices their work.
2. The author’s colleagues always say “thank you” when they help. True is: They do not always say “thank you.”
3. Guests are happy when the author serves them politely.
4. The author never asks for feedback. True is: The author sometimes asks politely for feedback.
5. Finishing tasks on time is a sign of good work.
6. Smiling at colleagues can help build relationships.
7. The author feels proud of their work even if nobody says anything.
8. Wearing the uniform incorrectly shows professionalism. True is: Wearing the uniform correctly shows professionalism.
9. The author thinks it is impossible to improve their character. True is: The author can grow and improve their character.
10. Feeling stressed is something the author tries to avoid.
11. The author believes that their effort is unimportant. True is: The author’s effort is important.
12. Guests’ smiles and kind words are signs of good work.
13. Saying “hello” to colleagues does not affect respect or appreciation. True is: Saying “hello” helps build respect and appreciation.
14. The author considers it important to feel connected with the team.

---

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

Match word/s and definition:

---

Words:

1. unappreciated
2. to be proud
3. busy
4. to stay polite
5. a feedback
6. a colleague
7. to be tired
8. a sign of good work
9. a personal value
10. to serve guests
11. to finish on time
12. a task
13. to grow (character)
14. to care about something

Definitions:

a) Something that shows you did well
b) When people do not say “thank you” for your work
c) A person who works with you
d) To think something is important
e) To complete something before the deadline
f) A small job or thing to do
g) To become a better person
h) To feel good about what you did
i) When you have a lot to do
j) To help people who visit
k) To be friendly and respectful
l) To need rest
m) Something important in your character
n) What someone tells you about your work

---

__________________
Answers:

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

---

__________________
Correct version:

---

1. unappreciated – When people do not say “thank you” for your work
2. to be proud – To feel good about what you did
3. busy – When you have a lot to do
4. to stay polite – To be friendly and respectful
5. a feedback – What someone tells you about your work
6. a colleague – A person who works with you
7. to be tired – To need rest
8. a sign of good work – Something that shows you did well
9. a personal value – Something important in your character
10. to serve guests – To help people who visit
11. to finish on time – To complete something before the deadline
12. a task – A small job or thing to do
13. to grow (character) – To become a better person
14. to care about something – To think something is important

---

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

Oooooopps, scrambled, which phrase are we looking for:

– a front desk guide to remembering details, giving priority, and creating special moments

Your manager asks you to meet your front desk team to talk about what you can do to make regular guests feel welcome when they come back.

You make a summary of important details, a list of simple ideas, provide a cheat sheet, and share the ideas.

---

---

___________________
A summary:

First, greet the guest with a smile and use their name. Say something like, “Welcome back, Mr. Smith!” Make eye contact and speak politely. This makes the guest feel happy and welcome.

Next, check the guest’s preferences in the computer system. Look at their previous visits. Prepare the room as they like it. For example, put the right pillows, set the correct temperature, adjust the lighting, and put their favorite drink in the room. Leave a small welcome note or gift. It can be flowers, chocolate, or a card.

If it is a special day, like a birthday or anniversary, give a small surprise. It can be a cake, flowers, or a card with congratulations. Offer fast check-in and check-out if possible. If there is a free room upgrade, offer it. Ask if they want their usual services, like morning coffee, newspaper, or spa booking.

Talk politely with the guest and ask about their previous stay or family. Remember new preferences and write them in the system for next time. Coordinate with all hotel staff. Housekeeping, reception, and restaurant staff should know the guest’s preferences. Small surprises in the room, like chocolate on the pillow or fresh flowers, are very nice.

Always give good service in the same way. These actions make the guest feel special, valued, and happy. Good treatment helps guests become loyal. They will return again and enjoy their stay in the hotel.

_________________
Vocabulary:

---

• The art of welcoming guests – Knowing how to say hello and make guests feel happy.
• A regular guest – A person who comes to a hotel often.
• To give priority – To do something first for someone important.
• A summary – A short text that tells the main points.
• To provide a cheat sheet – To give a small paper or guide with important information.
• To share ideas – To tell your thoughts to other people.
• To speak politely – To talk in a nice and friendly way.
• A preference – Something a person likes more than other things.
• A previous visit – The last time someone came to a place.
• A pillow – A soft thing for your head on a bed.
• To adjust lighting – To make the light in a room brighter or darker.
• A gift – Something you give to someone to make them happy.
• An anniversary – A special day to celebrate something that happened before.
• A surprise gift – A gift that someone does not know about before.
• To offer – To give something to someone.
• To talk politely – To speak in a nice and friendly way to someone.
• To coordinate with staff – To work together with other people at work.
• To feel valued – To feel important and appreciated.
• A treatment (guest) – How a guest is served or cared for.
• To become loyal – To keep coming back because you like it.
• To enjoy a stay – To feel happy and have a good time at a hotel.

---

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

audio file 1-15

audio file 16-21

Multiple choice, one answer correct:

1. What is the art of welcoming guests?
   A. Saying hello and making guests feel happy.
   B. Washing dishes in the kitchen.
   C. Painting the hotel walls.
2. Who is a regular guest?
   A. A person who came only one time.
   B. A person who comes to the hotel often.
   C. A person who works at the hotel.
3. What does it mean to give priority?
   A. To wait for a long time.
   B. To clean a hotel room.
   C. To do something first for someone.
4. What is a summary?
   A. A long story with many details.
   B. A short text with the main points.
   C. A list of hotel prices.
5. What does it mean to provide a cheat sheet?
   A. To write a message to a friend.
   B. To make a big poster for the wall.
   C. To give a small paper with info.
6. What does it mean to share ideas?
   A. To tell your thoughts to people.
   B. To keep all your thoughts secret.
   C. To throw your notes away.
7. What does it mean to speak politely?
   A. To shout and be rude.
   B. To talk in a friendly and kind way.
   C. To say nothing to anyone.
8. What is a preference?
   A. A room number in the hotel.
   B. A rule guests must follow.
   C. Something a guest likes more.
9. What is a previous visit?
   A. The last time someone came.
   B. The next time someone will come.
   C. A meeting planned for later.
10. What is a pillow?
    A. A towel in the bathroom.
    B. A chair in the lobby.
    C. A soft thing for your head.
11. What does it mean to adjust lighting?
    A. To make the light brighter or darker.
    B. To turn off the air conditioner.
    C. To clean the windows.
12. What is a gift?
    A. Something you give to someone.
    B. Something you buy for yourself.
    C. Something you throw away.
13. What is an anniversary?
    A. A hotel key card.
    B. A breakfast menu.
    C. A special day to celebrate.
14. What is a surprise gift?
    A. A gift you buy for yourself.
    B. A gift no one knows before.
    C. A gift that is always the same.
15. What does it mean to offer?
    A. To give something to someone.
    B. To ask someone to leave.
    C. To take something away.
    
    ——end of audio file———
16. What does it mean to talk politely?
    A. To be rude and shout.
    B. To say nothing to the guest.
    C. To speak in a kind way.
17. What does it mean to coordinate with staff?
    A. To work alone.
    B. To work together with staff.
    C. To go home early.
18. What does it mean to feel valued?
    A. To feel tired and bored.
    B. To feel sad and alone.
    C. To feel special and appreciated.
19. What is a treatment (guest)?
    A. A drink at the bar.
    B. A hotel key card.
    C. How a guest is cared for.
20. What does it mean to become loyal?
    A. To stop coming to the hotel.
    B. To visit again and again.
    C. To visit only one time.
21. What does it mean to enjoy a stay?
    A. To feel happy at the hotel.
    B. To leave very quickly.
    C. To work during your holiday.

---

_____________________
Answers:

1 A 2 B 3 C 4 B 5 C 6 A 7 B
8 C 9 A 10 C 11 A 12 A 13 C 14 B
15 A 16 C 17 B 18 C 19 C 20 B 21 A

__________________________

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

Gap-fill, complete:

---

1. At the front desk, knowing how to smile and say hello is part of _______________.
   A. the art of welcoming guests
   B. the hotel schedule
   C. the cleaning job
2. Mr. Kim stays in our hotel every month; he is a _______________.
   A. hotel cleaner
   B. regular guest
   C. travel guide
3. If two guests arrive at the same time, we _______________ to the one with a reservation.
   A. make a bed
   B. take a note
   C. give priority
4. At the end of the shift, the receptionist writes a short _______________ of the day’s work.
   A. room number
   B. summary
   C. menu card
5. We _______________ with useful phrases for new staff.
   A. provide a cheat sheet
   B. make a big poster
   C. bring a suitcase
6. During the team meeting, everyone has a chance to _______________ about how to improve service.
   A. share ideas
   B. open windows
   C. clean towels
7. Receptionists always _______________ when speaking with guests.
   A. speak quietly
   B. speak politely
   C. speak quickly
8. Some guests have a _______________ for soft pillows instead of hard ones.
   A. hotel card
   B. check-out time
   C. preference
9. I remember her face from a _______________ last year.
   A. previous visit
   B. name tag
   C. hotel bill
10. The housekeeping team always puts a clean _______________ on every bed.
    A. pillow
    B. towel
    C. plate
11. When a guest reads in the room, it’s good to _______________ for comfort.
    A. close the door
    B. adjust lighting
    C. fix the floor
12. We give the couple a small _______________ to make them smile.
    A. gift
    B. note
    C. ticket
13. Today is their wedding _______________, so the hotel prepares flowers.
    A. pillow
    B. breakfast
    C. anniversary
14. To make the stay special, the manager prepares a _______________ for the guest.
    A. coffee cup
    B. surprise gift
    C. taxi card
15. We want to _______________ guests a welcome drink on arrival.
    A. offer
    B. check
    C. close
16. When guests are upset, it is important to _______________ and stay calm.
    A. shout loudly
    B. talk politely
    C. walk away
17. Front desk staff must _______________ to make sure everything runs smoothly.
    A. eat lunch
    B. work alone
    C. coordinate with staff
18. When the team says “thank you,” guests often _______________.
    A. leave early
    B. feel valued
    C. walk away
19. Good _______________ makes guests want to come back.
    A. luggage
    B. painting
    C. treatment
20. If guests like the service, they may _______________ and visit many times.
    A. stay once
    B. become loyal
    C. feel tired
21. When everything is nice, guests can _______________ and feel happy.
    A. enjoy a stay
    B. work in the lobby
    C. leave quickly

---

————————————-
Answers:

1 A, 2 B, 3 C, 4 B, 5 A, 6 A, 7 B, 8 C,
9 A, 10 A, 11 B, 12 A, 13 C, 14 B, 15 A,
16 B, 17 C, 18 B, 19 C, 20 B, 21 A

---

_______________________
Correct version:

---

1. At the front desk, knowing how to smile and say hello is part of the art of welcoming guests.
2. Mr. Kim stays in our hotel every month; he is a regular guest.
3. If two guests arrive at the same time, we give priority to the one with a reservation.
4. At the end of the shift, the receptionist writes a short summary of the day’s work.
5. We provide a cheat sheet with useful phrases for new staff.
6. During the team meeting, everyone has a chance to share ideas about how to improve service.
7. Receptionists always speak politely when speaking with guests.
8. Some guests have a preference for soft pillows instead of hard ones.
9. I remember her face from a previous visit last year.
10. The housekeeping team always puts a clean pillow on every bed.
11. When a guest reads in the room, it’s good to adjust lighting for comfort.
12. We give the couple a small gift to make them smile.
13. Today is their wedding anniversary, so the hotel prepares flowers.
14. To make the stay special, the manager prepares a surprise gift for the guest.
15. We want to offer guests a welcome drink on arrival.
16. When guests are upset, it is important to talk politely and stay calm.
17. Front desk staff must coordinate with staff to make sure everything runs smoothly.
18. When the team says “thank you,” guests often feel valued.
19. Good treatment makes guests want to come back.
20. If guests like the service, they may become loyal and visit many times.
21. When everything is nice, guests can enjoy a stay and feel happy.

---

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

True or false?

1. Guests can enjoy a stay when everything is nice.
2. A regular guest comes to a hotel only once.
3. Offering guests a welcome drink is part of front desk service.
4. A surprise gift is something the guest knows about in advance.
5. Staff coordinate with colleagues to make things run smoothly.
6. The housekeeping team puts a clean pillow on every bed.
7. Adjusting lighting helps make the room comfortable.
8. Receptionists should speak politely to guests.
9. “Give priority” means to serve a guest later than others.
10. Good treatment makes guests want to come back.
11. Front desk staff can share ideas during team meetings.
12. A previous visit is the first time someone comes to the hotel.
13. Guests may feel valued when staff say thank you.
14. Every guest must always receive a surprise gift.

---

______________________
True: 1,3,5,6,8,10,13
______________________
Correct version:

---

1. Guests can enjoy a stay when everything is nice.
2. A regular guest comes to a hotel only once. True is: A regular guest comes to a hotel often.
3. Offering guests a welcome drink is part of front desk service.
4. A surprise gift is something the guest knows about in advance. True is: A surprise gift is something the guest does not know about before.
5. Staff coordinate with colleagues to make things run smoothly.
6. The housekeeping team puts a clean pillow on every bed.
7. Adjusting lighting helps make the room comfortable. True is: Adjusting lighting makes the room brighter or darker for comfort.
8. Receptionists should speak politely to guests.
9. “Give priority” means to serve a guest later than others. True is: “Give priority” means to do something first for someone important.
10. Good treatment makes guests want to come back.
11. Front desk staff can share ideas during team meetings. True is: Front desk staff can share ideas about how to improve service.
12. A previous visit is the first time someone comes to the hotel. True is: A previous visit is the last time someone came to the hotel.
13. Guests may feel valued when staff say thank you.
14. Every guest must always receive a surprise gift. True is: A surprise gift is given to some guests to make them happy.

---

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

Which final phrase are we looking for?

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

Complete, words below:

loyal – valued – politely – adjust –
remember – summary – guests –
priority – smile –
enjoy

At a hotel, front desk staff welcome guests with a _________.
They speak __________ and share ideas with colleagues.
Regular guests come often, and staff __________ their previous visits and preferences.
Guests feel __________ when staff offer gifts, surprise gifts, or a welcome drink.
Staff __________ lighting, coordinate with other team members, and provide good treatment.
Giving __________ helps important guests.
All these actions make guests __________ their stay and become __________ .
A short __________ or cheat sheet helps staff remember details.
Good front desk work creates happy and satisfied __________ at the hotel.

————————————
Correct version:

At a hotel, front desk staff welcome guests with a smile. They speak politely and share ideas with colleagues. Regular guests come often, and staff remember their previous visits and preferences. Guests feel valued when staff offer gifts, surprise gifts, or a welcome drink. Staff adjust lighting, coordinate with other team members, and provide good treatment. Giving priority helps important guests. All these actions make guests enjoy their stay and become loyal. A short summary or cheat sheet helps staff remember details. Good front desk work creates happy and satisfied guests at the hotel.

---

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

Cheat sheet:

---

Situation / Idea	Action / How to Do It	Examples / Notes / Tips
Greeting	Always greet guests with a smile and use their name. Make eye contact. Speak clearly and warmly.	“Good afternoon, Mr. Smith! Welcome back to [Hotel Name].” A friendly tone makes them feel important.
Remember guest	Check the guest profile in PMS before arrival. Note room preference, floor, amenities, and past requests.	“I see you stayed in room 501 with a city view. Would you like the same room?” Shows attention to detail.
Room preparation	Coordinate with housekeeping to prepare the room exactly as the guest likes: bed type, pillows, temperature, lighting, minibar items.	If a guest prefers soft pillows and low temperature, confirm it before arrival. Leave a favorite drink or snack.
Welcome note	Prepare a personal note from management or guest relations, placed on the desk or bed. Handwritten is better.	“Dear Ms. Lee, welcome back! We hope you enjoy your stay and your favorite view.” Small gestures make a big impression.
Personal gift	Provide a small complimentary item tailored to the guest’s preferences.	Chocolates, fresh fruit, flowers, or local souvenir. If guest likes tea, place a high-quality tea pack in room.
Special dates	Track birthdays, anniversaries, or celebrations in guest profile. Arrange small surprises.	Birthday cake, congratulatory card, flowers on bed. Even a note saying “Happy Anniversary!” adds warmth.
Fast check-in	Offer VIP check-in or pre-arrival check-in via app or front desk express.	Ask: “Would you like to check-in in the lounge instead of waiting at the front desk?” Saves time and feels exclusive.
Room upgrade	Offer an upgrade when available, especially for loyal guests. Confirm politely.	“We have upgraded your room to a deluxe city view at no extra cost.” Always explain why it’s special.
Late check-out	Offer late check-out if possible, depending on occupancy.	“Would you like to stay until 2 PM today?” Note it in PMS to avoid confusion with housekeeping.
Preferred services	Ask if they want the services they usually take, such as morning coffee, newspaper, or spa.	“Would you like your usual morning coffee delivered to your room at 7 AM?” Shows you remember habits.
Conversation	Engage in light, genuine conversation. Ask about previous stay, family, or interests.	“How was your trip last month?” “We hope your children enjoyed their visit.” Avoid personal topics unless guest shares first.
Remember new info	Note any new preferences or updates in PMS or guest profile after stay.	Favorite drink, allergies, preferred floor, arrival time. Staff can use this for next visit.
Priority requests	Give priority access to reservations, spa, airport transfers, or tours.	“We have reserved a table for you at 7 PM as requested.” VIP treatment includes remembering timing and preferences.
Thank you	Always thank guest personally on departure. Smile and make them feel appreciated.	“Thank you for staying with us again, Mr. Smith. We look forward to welcoming you soon!” Handshake optional.
Follow-up	Send personalized email or message after stay. Reference their visit and welcome them back.	“Dear Ms. Lee, thank you for staying with us. We hope you enjoyed your room with city view and look forward to seeing you again!”
Team coordination	Inform all relevant departments of guest preferences and special requests before arrival.	Housekeeping knows room setup, concierge knows activities they like, F&B prepares usual order.
Special experience	Offer small exclusive experiences or early access.	Invite to hotel event before public, private tour, or lounge access. “We reserved a quiet table for you in the lounge.”
Room surprises	Add unexpected touches in room that delight.	Chocolate on pillow, fresh flowers, a favorite magazine, or welcome drink. Surprise elements create loyalty.
Recognition in hotel	Staff greets them by name in all interactions.	“Good morning, Mr. Lee. Enjoy your breakfast?” Avoid making the guest feel observed; it should feel natural.
Extra comfort	Anticipate small needs for comfort.	Extra blankets, slippers, temperature adjustment, favorite pillow, bottled water. Comfort is a luxury touch.
Consistency	Ensure all staff apply these standards consistently every stay.	Each department must follow guest profile. Regular check-ins with staff help prevent mistakes.

---

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

• be calm, be kind, solve the problem

---

When a guest has a problem, it is very important to listen carefully. The staff should look at the guest and let the guest explain the situation. It is important not to interrupt, not to speak too much, and not to argue. Calm listening helps the guest feel safe and respected.

The next step is to show care. The guest should feel that the staff understands the problem and wants to help. A short and polite apology can make the guest feel better. Even when it is not the staff’s fault, a kind and calm reaction can make a big difference.

After that, the staff should act fast. If the problem is small, it should be solved quickly. If the problem is big, the staff should call the manager for support. The guest should receive a clear and simple solution. This can be a room change, maintenance support, or other quick help.

When the problem is solved, it is important to check again. The staff should make sure that the guest is satisfied. Staying calm and polite is important in every step. The voice should stay soft, and emotions must stay under control.

At the end, the staff should write the name, room number, problem, and solution. These steps help build trust and give the guest a good hotel experience.

__________________________

Vocabulary:

---

• to handle a problem – to do something to fix a problem
• a complaint – when someone says they are not happy about something
• to listen carefully – to pay full attention and hear what someone says
• to explain a situation – to tell someone what is happening
• to interrupt – to stop someone while they are speaking
• to argue – to speak in a strong way because you do not agree
• calm listening – listening without being angry or worried
• to feel respected – to feel that someone is kind and fair to you
• to show care – to act in a kind way and help someone
• a polite apology – saying sorry in a nice and kind way
• a fault – something that is your mistake
• to solve a problem – to find a way to fix a problem
• for support – to get help from someone
• to receive a solution – to get a way to fix a problem
• maintenance support (hotel) – help from the hotel team to fix things in the room
• to check again – to look one more time to make sure everything is OK
• to be satisfied – to feel happy that things are good
• to stay calm – to not get angry or worried
• to be polite – to speak and act in a nice way
• a soft voice – a quiet and gentle way of speaking
• emotions under control – to stay calm and not show anger or fear
• to build trust – to make someone believe you are kind and honest
• an experience – something you see, feel, or do

---

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

---

Multiple choice, one answer correct:

audio 1-19:

audio 20-23:

---

1. To handle a problem means …
A) to try to fix the issue
B) to leave it alone
C) to say nothing at all

2. A complaint is …
A) when someone is happy
B) when someone is not happy
C) when someone feels okay

3. To listen carefully means …
A) to give full attention
B) to talk a lot
C) to think quietly

4. To explain a situation means …
A) to tell what is happening
B) to keep quiet
C) to watch without talking

5. To interrupt means …
A) to listen without speaking
B) to wait until they finish
C) to stop someone speaking

6. To argue means …
A) to speak strongly when you disagree
B) to stay quiet when you disagree
C) to smile and nod

7. Calm listening is …
A) listening without anger
B) listening loudly
C) listening and thinking

8. To feel respected means …
A) to feel safe and valued
B) to feel someone is kind and fair
C) to feel happy inside

9. To show care means …
A) to help and be kind
B) to watch quietly
C) to wait for someone else

10. A polite apology is …
A) saying sorry in a nice way
B) saying sorry politely
C) saying sorry quietly

11. A fault is …
A) a mistake you make
B) something not important
C) a problem of another person

12. To solve a problem means …
A) to ignore it
B) to wait and hope
C) to find a way to fix it

13. For support means …
A) to get no help from someone
B) to ask for help
C) to do it yourself

14. To receive a solution means …
A) to get the answer
B) to get a way to fix it
C) to see a way

15. Maintenance support (hotel) means …
A) help to fix things in the bathroom
B) room support
C) fixing broken things

16. To check again means …
A) to look one more time to be sure
B) to look carefully once
C) to see quickly without thinking

17. To be satisfied means …
A) to feel unhappy
B) to feel okay about something
C) to feel a bit bad

18. To stay calm means …
A) to stay stressed
B) to keep calm outside
C) to not get angry or worried

19. To be polite means …
A) to act and speak nicely
B) to show no respect
C) to speak in an unfriendly way

—————end of audio file 1 ————-

20. A soft voice is …
A) a loud sound
B) a sound
C) a gentle quiet sound

21. Emotions under control means …
A) to show anger
B) to control feelings carefully
C) to stay calm outside only

22. To build trust means …
A) to make someone believe you are dishonest
B) to show honesty and care
C) to be unfriendly

23. An experience is …
A) something you see, feel, or do
B) something you try and learn
C) something you do not remember

---

____________________

Answers:

1-A, 2-B, 3-A, 4-A, 5-C, 6-A, 7-C, 8-B,
9-A, 10-B, 11-A, 12-C, 13-B, 14-B, 15-C,
16-A, 17-B, 18-C, 19-A, 20-C, 21-B, 22-B, 23-A

---

____________________
Answers:

---

1. To respond to an issue means to try to fix the issue.
2. A complaint is when someone is not happy.
3. To listen carefully means to give full attention.
4. To explain a situation means to tell what is happening.
5. To interrupt means to stop someone speaking.
6. To argue means to speak strongly when you disagree.
7. Calm listening is listening without anger.
8. To feel respected means to feel safe and valued.
9. To show care means to help and be kind.
10. A polite apology is saying sorry in a nice way.
11. A fault is a mistake you make.
12. To solve a problem means to find a way to fix it.
13. To ask for support means to ask for help.
14. To receive a solution means to get a way to fix it.
15. Maintenance support in a hotel means fixing broken things.
16. To check again means to look one more time to be sure.
17. To be satisfied means to feel okay about something.
18. To stay calm means to not get angry or worried.
19. To be polite means to act and speak nicely.
20. A soft voice is a gentle, quiet sound.
21. Emotions under control means to control feelings carefully.
22. To build trust means to show honesty and care.
23. An experience is something you see, feel, or do.

---

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

---

Gap-fill exercise:

1. When you ________, you show that you care about someone’s feelings.
   • a) show care
   • b) interrupt
   • c) make a fault
2. It is important ________ during a meeting to understand everything.
   • a) give a polite apology
   • b) to listen carefully
   • c) be satisfied
3. If there is a problem with your hotel room, you can ask for ________.
   • a) calm listening
   • b) make a complaint
   • c) maintenance support
4. Saying “I’m sorry” in a kind way is called ________.
   • a) a polite apology
   • b) explaining a situation
   • c) solving a problem
5. To fix an issue quickly, you need ________.
   • a) feel respected
   • b) to solve a problem
   • c) stay calm
6. If someone stops talking while you speak, they ________.
   • a) show care
   • b) are polite
   • c) interrupt
7. Listening without getting angry is called ________.
   • a) having a fault
   • b) checking again
   • c) calm listening
8. When you are wrong, you have a ________.
   • a) explaining a situation
   • b) fault
   • c) feeling respected
9. To make someone believe you are honest, you need ________.
   • a) stay calm
   • b) to build trust
   • c) make a complaint
10. If you are happy that a problem is fixed, you ________.
    • a) ask for maintenance support
    • b) are satisfied
    • c) show care
11. When someone complains, they make ________.
    • a) a polite apology
    • b) a complaint
    • c) check again
12. After trying to solve something, you might ________ to be sure.
    • a) listen calmly
    • b) feel respected
    • c) check again
13. To tell someone what is happening, you need ________.
    • a) to solve a problem
    • b) to explain a situation
    • c) be polite
14. To speak and act in a nice way, it is important ________.
    • a) to interrupt
    • b) make a fault
    • c) to be polite

---

————————————–

Answers:
1-a, 2-b, 3-c, 4-a, 5-b, 6-c, 7-c, 8-b,
9-b, 10-b, 11-b, 12-c, 13-b, 14-c

---

_________________________
Correct version:

1. When you show care, you show that you care about someone’s feelings.
2. It is important to listen carefully during a meeting to understand everything.
3. If there is a problem with your hotel room, you can ask for maintenance support.
4. Saying “I’m sorry” in a kind way is called a polite apology.
5. To fix an issue quickly, you need to solve a problem.
6. If someone stops talking while you speak, they interrupt.
7. Listening without getting angry is called calm listening.
8. When you are wrong, you have a fault.
9. To make someone believe you are honest, you need to build trust.
10. If you are happy that a problem is fixed, you are satisfied.
11. When someone complains, they make a complaint.
12. After trying to solve something, you might check again to be sure.
13. To tell someone what is happening, you need to explain a situation.
14. To speak and act in a nice way, it is important to be polite.

---

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

---

True or false:

1. To listen carefully means to pay full attention to what someone says.
2. Showing care means ignoring someone’s feelings.
3. Listening without getting angry is called calm listening.
4. If you are wrong, you have a polite apology.
5. To explain a situation means to tell someone what is happening.
6. Maintenance support at a hotel helps to fix problems in the room.
7. A polite apology is saying sorry in a kind way.
8. To build trust, you need to act dishonestly to gain advantage.
9. Interrupting means ignoring someone while they are speaking.
10. Being satisfied means you feel frustrated even if things are good.
11. When someone complains, they are unhappy about something.
12. To make someone feel respected, you need to interrupt them.
13. To fix a problem quickly, you need to wait and do nothing.
14. Feeling respected means someone is kind and fair to you.

---

_______________________
True: 1,3,5,6,7,11,14
_______________________

Correct version:

1. To listen carefully means to pay full attention to what someone says.
2. Showing care means ignoring someone’s feelings. True is: Showing care means acting in a kind way and helping someone.
3. Listening without getting angry is called calm listening.
4. If you are wrong, you have a polite apology. True is: If you are wrong, you can give a polite apology.
5. To explain a situation means to tell someone what is happening.
6. Maintenance support at a hotel helps to fix problems in the room.
7. A polite apology is saying sorry in a kind way.
8. To build trust, you need to act dishonestly to gain advantage. True is: To build trust, you need to act honestly and kindly.
9. Interrupting means ignoring someone while they are speaking. True is: Interrupting means stopping someone while they are speaking.
10. Being satisfied means you feel frustrated even if things are good. True is: Being satisfied means you feel happy that things are good.
11. When someone complains, they are unhappy about something.
12. To make someone feel respected, you need to interrupt them. True is: To make someone feel respected, you need to be kind and fair.
13. To fix a problem quickly, you need to wait and do nothing. True is: To fix a problem quickly, you need to do something to solve it.
14. Feeling respected means someone is kind and fair to you.

---

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

---

Interview with Indra, complete, words below:

interrupt -listening – emotions – staff – care – helping –
change – fault – solution – explain –
support – quickly –
make sure –
experience

—————————————-

1. Q: Who listens carefully when a guest has a problem?
A: The __________ listens carefully when a guest has a problem.

2. Q: What is the first thing staff do when a guest explains a problem?
A: They look at the guest and let the guest _________ the situation.

3. Q: Why is it important not to __________ the guest?
A: Calm listening helps the guest feel safe and respected.

4. Q: How can staff show care to the guest?
A: By understanding the problem and __________ the guest.

5. Q: When is a polite apology given?
A: A short and polite apology comes after __________ and showing care.

6. Q: Who reacts if the problem is not the staff’s fault?
A: The staff reacts kindly and calmly, even if it is not their __________.

7. Q: What happens if the problem is small?
A: The staff solves it __________.

8. Q: What happens if the problem is big?
A: The manager is called for __________

9. Q: What kind of solution does the guest receive?
A: A clear and simple solution, like a room __________ or maintenance support.

10. Q: Why do staff check again after solving the problem?
A: To __________ that the guest is satisfied.

11. Q: How do staff stay calm and polite?
A: They keep a soft voice and control their __________.

12. Q: What is written at the end of the process?
A: The name, room number, problem, and __________ are written.

13. Q: How do these steps help the guest?
A: They build trust and give the guest a good hotel __________.

14. Q: When is it important to act fast?
A: Acting fast happens after listening, showing __________, and giving a polite apology.

---

——————————–
Correct version:

1. Q: Who listens carefully when a guest has a problem?
A: The staff listens carefully when a guest has a problem.

2. Q: What is the first thing staff do when a guest explains a problem?
A: They look at the guest and let the guest explain the situation.

3. Q: Why is it important not to interrupt the guest?
A: Calm listening helps the guest feel safe and respected.

4. Q: How can staff show care to the guest?
A: By understanding the problem and helping the guest.

5. Q: When is a polite apology given?
A: A short and polite apology comes after listening and showing care.

6. Q: Who reacts if the problem is not the staff’s fault?
A: The staff reacts kindly and calmly, even if it is not their fault.

7. Q: What happens if the problem is small?
A: The staff solves it quickly.

8. Q: What happens if the problem is big?
A: The manager is called for support.

9. Q: What kind of solution does the guest receive?
A: A clear and simple solution, like a room change or maintenance support.

10. Q: Why do staff check again after solving the problem?
A: To make sure that the guest is satisfied.

11. Q: How do staff stay calm and polite?
A: They keep a soft voice and control their emotions.

12. Q: What is written at the end of the process?
A: The name, room number, problem, and solution are written.

13. Q: How do these steps help the guest?
A: They build trust and give the guest a good hotel experience.

14. Q: When is it important to act fast?
A: Acting fast happens after listening, showing care, and giving a polite apology.

---

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

Complete, fill in, words below:

reported – interrupt – make sure – details –
respected – carefully – polite –
solved – maintenance

——————————–

When a guest has a problem, the staff listens __________.
They look at the guest and let the guest explain the situation.
The staff does not __________, argue, or speak too much.
Calm listening helps the guest feel safe and__________.
Next, the staff shows care and gives a short, __________ apology.
Small problems are __________ quickly.
Big problems are __________ to the manager for support.
The guest receives a clear solution, like a room change or __________ help.
After that, the staff checks again to __________ the guest is satisfied and writes down the __________.

——————————-
Correct version:

When a guest has a problem, the staff listens carefully. They look at the guest and let the guest explain the situation. The staff does not interrupt, argue, or speak too much. Calm listening helps the guest feel safe and respected. Next, the staff shows care and gives a short, polite apology. Small problems are solved quickly. Big problems are reported to the manager for support. The guest receives a clear solution, like a room change or maintenance help. After that, the staff checks again to make sure the guest is satisfied and writes down the details.

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

---

🏨 Guest Complaint Handling

1. Listen 👂

• Look at the guest.
• Let them talk.
• Don’t speak or argue.
  🗣️ “Please tell me what happened.”

2. Show You Care 💬

• Be kind and polite.
  🗣️ “I understand.” / “I’m sorry this happened.”

3. Say Sorry 🙏

• Even if it’s not your fault.
  🗣️ “I’m very sorry.”

4. Act Fast ⚡

• Try to help right away.
• Call your manager if needed.
  🗣️ “I will fix this for you.”

5. Give Solutions 🧾

• Offer something to help.
  🗣️ “We can change your room.”
  🗣️ “We can send someone to help.”

6. Check Again ✅

• Ask if it’s OK now.
  🗣️ “Is everything OK now?”

7. Stay Calm 🫱

• Speak slowly.
• Don’t get angry.

8. Write It Down 📝

• Write name, room, problem, and what you did.

✨ Useful Phrases

• “I understand.”
• “I’m sorry.”
• “Thank you for telling me.”
• “I will fix it now.”
• “Is everything OK now?”

---

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

---

🏨 Self-assessment questionnaire
for hospitality & tourism workers 😃

---

• strengthening cultural and tourism ties

You work in a five-star hotel.
The manager has asked you to tell the staff in a meeting about the new
Cambodia-Indonesia
tourism plan.

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

---

✈️ Cambodia & Indonesia – tourism cooperation cheat sheet

🧭 Main Goal

• Make it easier and faster for people to travel between Cambodia and Indonesia.
• Attract more tourists to both countries.

---

🪄 Key Plans

Area	What They Will Do
✈️ Flights	Start direct flights between Bali and Siem Reap.
🕌 Muslim tourism	Offer more Muslim-friendly services (Halal food, prayer spaces).
📢 Promotion	Work together to promote tourism in both countries.
🤝 Exchange	Organize cultural visits and tours for travel professionals (FAM trips).

---

🎯 Why This Is Important

• Bring more visitors from each country.
• Make travel easier, cheaper, faster.
• Show their culture, history, and nature to the world.
• Compete better with other countries in Southeast Asia.

---

📆 Next Steps

• Governments and tourism groups will plan flight routes.
• Tourism teams will work together on marketing.
• First direct flights and projects are expected soon.

---

✅ Summary:
Cambodia and Indonesia will work closely to grow tourism by starting direct flights, promoting cultural tourism, supporting Muslim travellers, and doing joint marketing.

###################
Summary:

Cambodia and Indonesia want to work more closely together in tourism. They plan new actions to help more people travel between the two countries easily and quickly.

One big plan is to start direct flights between important tourist places like Bali in Indonesia and Siem Reap in Cambodia. This will save time and make travel cheaper and more comfortable for visitors. Both countries believe this will bring more tourists.

Another focus is Muslim-friendly tourism. They want to offer more services for Muslim travellers, such as halal food and places to pray. This will make both countries more attractive for visitors from Muslim communities.

They will also work together on promotion and marketing. This means they will show more information about each country in travel fairs, online campaigns, and events. Tourism experts will join FAM trips (special learning trips for travel agents and media) to understand both destinations better.

There will be cultural exchanges between tourism groups. These activities will help the countries learn from each other and create better travel packages for visitors.

The goal is to increase tourist numbers, build stronger tourism industries, and compete better with other countries in Southeast Asia. These actions will make travel between Cambodia and Indonesia easier, faster, and more enjoyable for everyone.

_______________________________

Vocabulary:

to save time – to do something faster and not lose time
to make travel cheaper – to help people spend less money when they travel
to be comfortable – to feel good and relaxed
to believe – to think something is true
a focus – the main thing to look at or work on
Muslim-friendly tourism – travel that gives services good for Muslim people
to offer – to give something to someone
halal food – food that Muslim people can eat
to pray – to talk to God
to make attractive – to make something nice so people like it
a Muslim community – a group of Muslim people living together
to promote – to talk about something so more people know it
to market – to sell or show something to people
a travel fair – a big place or event where people learn about travel
an online campaign – information shared on the internet to tell people something
an event – something that happens, like a show or meeting
a travel agent – a person who helps people plan trips
a destination – a place where people go
a cultural exchange – people from different countries share ideas and traditions
a travel package – a trip with hotel, transport, and tours together
a goal – something you want to do or get
to increase – to make something bigger or more
to compete with somebody – to try to be better than another person or group
to be enjoyable – to be fun and nice for people

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Multiple-choice test, one answer only:

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1. “I take the bus to work to ___.”
   a) save time
   b) buy food
   c) watch TV
2. “A new airline wants to ___ so more people can travel.”
   a) make travel slower
   b) make travel cheaper
   c) close the airport
3. “This seat is soft and warm. It is very ___.”
   a) busy
   b) dangerous
   c) comfortable
4. “I ___ this plan will work well.”
   a) sleep
   b) believe
   c) drive
5. “The ___ of the meeting is to plan the trip.”
   a) park
   b) focus
   c) food
6. “The hotel gives halal food and prayer rooms. It has ___.”
   a) mountain tourism
   b) Muslim-friendly tourism
   c) beach tourism
7. “The guide wants to ___ free maps to tourists.”
   a) offer
   b) take
   c) buy
8. “Many Muslim people eat only ___.”
   a) junk food
   b) halal food
   c) fast food
9. “Every day, many people go to the mosque to ___.”
   a) work
   b) pray
   c) play
10. “The city wants to ___ the park with flowers and lights.”
    a) make attractive
    b) make bigger
    c) make slow
11. “A ___ lives and prays together in the same place.”
    a) library
    b) Muslim community
    c) police station
12. “The company wants to ___ its new tour.”
    a) hide
    b) forget
    c) promote
13. “They want to ___ the new trip on social media.”
    a) close
    b) sleep
    c) market
14. “We can visit a ___ to learn about trips and tours.”
    a) travel fair
    b) school
    c) hospital
15. “The company started an ___ to tell people about the trip.”
    a) online campaign
    b) wedding
    c) football match
16. “The concert is a big ___ in the park.”
    a) train
    b) event
    c) job
17. “A ___ helps you book flights and hotels.”
    a) teacher
    b) travel agent
    c) police officer
18. “Paris is a famous tourist ___.”
    a) game
    b) food
    c) destination
19. “A ___ helps people share their culture.”
    a) cultural exchange
    b) bank
    c) cinema
20. “A ___ includes hotel, transport, and tours.”
    a) travel package
    b) toy
    c) notebook
21. “My ___ is to learn English well.”
    a) house
    b) goal
    c) pencil
22. “The number of tourists will ___ this year.”
    a) sleep
    b) increase
    c) close
23. “Two teams will ___ in the game.”
    a) sing
    b) compete with somebody
    c) play music
24. “This nice trip is very ___ for families.”
    a) bad
    b) dangerous
    c) enjoyable

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————————————–
Answers:
1.a 2.b 3.c 4.b 5.b 6.b 7.a 8b 9.b
10.a 11.b 12.c 13.c 14.a 15.a 16.b 17.b
18.c 19.a 20.a 21.b 22.b 23.b 24.c

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————————————-
Full version:

1. I take the bus to work to save time.
2. A new airline wants to make travel cheaper so more people can travel.
3. This seat is soft and warm. It is very comfortable.
4. I believe this plan will work well.
5. The focus of the meeting is to plan the trip.
6. The hotel gives halal food and prayer rooms. It has Muslim-friendly tourism.
7. The guide wants to offer free maps to tourists.
8. Many Muslim people eat only halal food.
9. Every day, many people go to the mosque to pray.
10. The city wants to make attractive the park with flowers and lights.
11. A Muslim community lives and prays together in the same place.
12. The company wants to promote its new tour.
13. They want to market the new trip on social media.
14. We can visit a travel fair to learn about trips and tours.
15. The company started an online campaign to tell people about the trip.
16. The concert is a big event in the park.
17. A travel agent helps you book flights and hotels.
18. Paris is a famous tourist destination.
19. A cultural exchange helps people share their culture.
20. A travel package includes hotel, transport, and tours together.
21. My goal is to learn English well.
22. The number of tourists will increase this year.
23. Two teams will compete with somebody in the game.
24. This nice trip is very enjoyable for families.

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Fill in:

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1. I want to ___ time by taking the fast train.
   a) save
   b) spend
   c) lose
2. This hotel is very ___ and has soft beds.
   a) dangerous
   b) comfortable
   c) boring
3. Many people go to the mosque to ___ every day.
   a) pray
   b) eat
   c) sleep
4. The travel agency wants to ___ the new tour on social media.
   a) market
   b) hide
   c) forget
5. The city planted flowers to ___ the park.
   a) make attractive
   b) destroy
   c) clean
6. We plan to ___ the number of tourists this year.
   a) remove
   b) decrease
   c) increase
7. The tour includes hotel, transport, and guides. This is a ___ package.
   a) travel
   b) food
   c) toy
8. Bali is a popular tourist ___ in Indonesia.
   a) game
   b) teacher
   c) destination
9. The company started an ___ campaign to tell people about the trip.
   a) online
   b) offline
   c) paper
10. The company wants to ___ the trip to more people.
    a) hide
    b) promote
    c) close
11. Many Muslim travellers like ___ food and prayer facilities.
    a) halal
    b) fast
    c) junk
12. A ___ helps people plan and book trips.
    a) doctor
    b) travel agent
    c) teacher
13. Two countries can learn from each other with a ___ exchange.
    a) sports
    b) cultural
    c) music
14. My personal ___ is to speak English well.
    a) park
    b) goal
    c) house
15. Teams try to ___ with somebody in competitions.
    a) play music
    b) sing
    c) compete
16. This nice trip is very ___ for children and adults.
    a) enjoyable
    b) boring
    c) dangerous
17. The main ___ of the meeting is to plan the tour.
    a) car
    b) focus
    c) food
18. The hotel wants to ___ free maps and guides to tourists.
    a) take
    b) buy
    c) offer

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

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______________________
Correct version:

I want to save time by taking the fast train.
This hotel is very comfortable and has soft beds.
Many people go to the mosque to pray every day.
The travel agency wants to market the new tour on social media.
The city planted flowers to make the park attractive .
We plan to increase the number of tourists this year.
The tour includes hotel, transport, and guides. This is a travel package.
Bali is a popular tourist destination in Indonesia.
The company started an online campaign to tell people about the trip.
The company wants to promote the trip to more people.
Many Muslim travellers like halal food and prayer facilities.
A travel agent helps people plan and book trips.
Two countries can learn from each other with a sports exchange.
My personal goal is to speak English well.
Teams try to compete with somebody in competitions.
This nice trip is very enjoyable for children and adults.
The main focus of the meeting is to plan the tour.
The hotel wants to offer free maps and guides to tourists.

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

True or false:

1. Cambodia and Indonesia plan to improve tourism cooperation.
2. Direct flights between Bali and Siem Reap are not planned.
3. The cooperation will make travel more expensive.
4. Muslim-friendly services will be offered to attract visitors.
5. FAM trips will be organized for travel agents.
6. Cultural exchanges between tourism teams are not part of the plan.
7. The goal is to reduce the number of tourists visiting both countries.
8. Tourism marketing will include online campaigns and events.
9. Halal food and prayer facilities are included for Muslim travelers.
10. The partnership only focuses on Bali and ignores other destinations.
11. Increasing tourist numbers is one of the main objectives.
12. The cooperation aims to improve travel convenience and speed.
13. The two countries will not promote tourism together.
14. The partnership will help Cambodia and Indonesia compete with other Southeast Asian countries.

_________________
True: 1,4,5,8,9,11,12,14
_________________

Correct version:

1. Cambodia and Indonesia plan to improve tourism cooperation. True
2. Direct flights between Bali and Siem Reap are not planned. False – True is: Direct flights between Bali and Siem Reap are planned.
3. The cooperation will make travel more expensive. False – True is: The cooperation will make travel cheaper and easier.
4. Muslim-friendly services will be offered to attract visitors. True
5. FAM trips will be organized for travel agents. True
6. Cultural exchanges between tourism teams are not part of the plan. False – True is: Cultural exchanges between tourism teams are part of the plan.
7. The goal is to reduce the number of tourists visiting both countries. False – True is: The goal is to increase the number of tourists visiting both countries.
8. Tourism marketing will include online campaigns and events. True
9. Halal food and prayer facilities are included for Muslim travelers. True
10. The partnership only focuses on Bali and ignores other destinations. False – True is: The partnership includes multiple destinations, not only Bali.
11. Increasing tourist numbers is one of the main objectives. True
12. The cooperation aims to improve travel convenience and speed. True
13. The two countries will not promote tourism together. False – True is: The two countries will promote tourism together.
14. The partnership will help Cambodia and Indonesia compete with other Southeast Asian countries. True

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

Complete, fill in, words below:

exchanges – compete – flights – make –
increase – Muslim-friendly –
promote – grow –
travel agents

—————————

Cambodia and Indonesia want to work together to __________ tourism better.
They plan direct __________ between Bali and Siem Reap to make travel faster and easier.
They also want to offer __________ services, like halal food and prayer places.
Both countries will __________ tourism together with online campaigns, events, and visits for __________.
They will have cultural _________ to learn from each other and make new travel packages.
The goal is to __________ the number of tourists, make travel comfortable, and __________ with other countries in Southeast Asia.
This plan helps both countries __________ tourism.

———————————-

Correct version:

Cambodia and Indonesia want to work together to make tourism better. They plan direct flights between Bali and Siem Reap to make travel faster and easier. They also want to offer Muslim-friendly services, like halal food and prayer places. Both countries will promote tourism together with online campaigns, events, and visits for travel agents. They will have cultural exchanges to learn from each other and make new travel packages. The goal is to increase the number of tourists, make travel comfortable, and compete with other countries in Southeast Asia. This plan helps both countries grow tourism.

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

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✈️ Cambodia & Indonesia – tourism cooperation cheat sheet

🧭 Topic	📌 Key Information
Main Goal	– Make travel between Cambodia and Indonesia easier, faster, and cheaper. – Increase number of tourists in both countries.
Direct Flights	– Plan to start flights between Bali and Siem Reap. – This will save travel time and reduce costs.
Muslim-Friendly Tourism	– Offer more Halal food, prayer spaces, and services for Muslim travellers. – Attract visitors from Muslim communities.
Promotion	– Launch joint marketing campaigns, online ads, and tourism events to promote both destinations.
FAM Trips	– Organize familiarization trips for travel agents and media to learn more about both countries.
Cultural Exchange	– Tourism teams will visit each other, share experiences, and build new travel packages together.
Tourism Development	– Work together to improve travel experiences, infrastructure, and tourist services.
Regional Goals	– Compete better with other Southeast Asian destinations and grow the tourism industry.
Expected Results	– More tourists, easier travel, stronger cooperation between Cambodia and Indonesia.

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✅ Quick Reminder:

• Direct flights make travel easier.
• Muslim-friendly tourism attracts new visitors.
• Joint promotion helps both countries grow.
• Cultural exchange builds strong tourism ties.

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