🌟 1. Excellent, warm, and personal service — the #1 reason for positive reviews
Guests often say things like:
“The staff were so kind and helpful!” “They made me feel like family.”
Why it matters:
People remember how they felt more than what they saw.
Even if something is not perfect, friendly and proactive service often turns a potential complaint into a 5-star review.
What works well:
Greeting guests warmly by name
Offering help before being asked
Solving problems immediately with a smile
Showing genuine care and respect
🧼 2. Cleanliness and comfort
A spotless, good-smelling, comfortable room almost always gets mentioned positively.
What guests praise:
Clean bathrooms, fresh linens, and organized spaces
Comfortable beds and quiet rooms
Daily housekeeping done properly
Even simple rooms can get excellent reviews if they are very clean.
🏨 3. Fast, smooth, and friendly check-in/check-out
Guests love when everything is easy:
Quick check-in with no long waiting
Friendly front desk that explains things clearly
No hidden charges or confusion at check-out
This creates a good first and last impression, which strongly affects reviews.
🛠️ 4. Quick problem-solving
Mistakes happen — but how a hotel reacts determines the review.
Guests praise:
“They fixed it right away.” “They upgraded my room when something didn’t work.” “They apologized and made me feel valued.”
Hotels that train staff to solve issues immediately often turn negative experiences into positive reviews.
📍 5. Good location and easy access
Guests often choose hotels for their location. They leave good reviews when:
Attractions are nearby
Transportation is convenient
The neighborhood feels safe
This factor alone can often lift an average stay to a positive one.
🍳 6. Small touches & surprises
People love feeling special:
Welcome drink, cool towel, or fruit plate
Birthday or honeymoon decorations
Helpful tips about the area
Remembering repeat guests’ preferences
These little extras create emotional value that leads to glowing reviews.
🌐 7. Reliable facilities (Wi-Fi, AC, hot water)
Guests don’t praise technology itself — they praise not having to worry about it.
Common positive mentions:
“Wi-Fi worked perfectly.”
“The room was always cool and comfortable.”
“Hot shower all the time.”
When basic needs work without problems, guests are happier and leave better reviews.
✅ Key insight:
Bad experiences create negative reviews.
Good experiences are expected.
Exceptional service, fast problem-solving, and small personal touches create great reviews.
##################
🏨 Understanding Guest Reviews in the Hotel Industry
How to Reduce Complaints & Increase 5-Star Feedback
📊 1. Why Reviews Matter
1.1 Impact on Business
90% of travelers read online reviews before booking.
A 1-star difference on major platforms (Booking, TripAdvisor, Google, Agoda) can mean:
Up to 20–30% difference in occupancy
Stronger brand reputation
Higher ADR (Average Daily Rate)
Negative reviews travel faster than positive ones — 1 bad experience can reach hundreds of future guests.
1.2 The Guest Review Timeline
Before stay: Expectations are shaped by website, photos, and other reviews.
During stay: Emotions and real experiences form the story.
After stay: Guests decide whether to write a review based on how they felt — not only what they saw.
❌ 2. Most Common Causes of Negative Reviews
Category
Typical Problems
Guest Impact
🧾 Service
Slow check-in, unfriendly staff, poor handling of complaints
Guests feel disrespected or ignored
🧼 Housekeeping
Dirty rooms, unprepared rooms, missing amenities
Guest loses trust immediately
🧰 Maintenance
Broken AC, poor Wi-Fi, plumbing issues, noise
Guest comfort is disturbed, frustration builds
📞 Communication
No clear info about hotel facilities, extra fees, check-out times, or transport
Guests feel misled
🛏️ Unmet Expectations
Room doesn’t match photos, overpromised services
Guest feels cheated, leaves emotional review
🆘 Problem Resolution
Complaints ignored or delayed
Guests decide to “warn others” through bad reviews
Real Examples (common review phrases):
“The front desk didn’t care.”
“The room was not what we expected.”
“Wi-Fi didn’t work for two days.”
“I waited 20 minutes to check in.”
“They didn’t solve my problem.”
🪄 3. Root Causes Behind Negative Reviews
Lack of staff training on service recovery
Poor internal communication between departments
No standard procedures for handling complaints
Overpromising in online listings or marketing
Delayed maintenance response
Low guest engagement — guests don’t feel valued
✅ 4. Top Reasons for Positive Guest Reviews
Category
What Guests Appreciate
Why It Works
🧑💼 Warm Service
Friendly, respectful, personal interactions
Creates emotional connection, builds trust
🧽 Cleanliness
Spotless room, fresh bathroom, no smells
First impression strongly influences satisfaction
🏃 Efficiency
Fast, easy check-in/out, quick response
Makes guests feel valued and respected
🛠️ Reliable Facilities
AC, Wi-Fi, water pressure all working
Removes frustration points
📝 Problem Solving
Immediate, polite handling of complaints
Turns negative moments into positive stories
📍 Location & Convenience
Proximity to attractions, transport
Matches expectations, makes travel easy
🎁 Personal Touches
Welcome drink, decorations, small gestures
Surprises guests, builds loyalty
Common Phrases in Positive Reviews:
“Staff went above and beyond.”
“Very clean and comfortable.”
“Check-in was so easy.”
“They fixed my issue in minutes.”
“I felt welcome the whole time.”
🧠 5. How to Turn Problems into Positive Reviews
Step 1: Detect Problems Early
Encourage staff to observe and act — don’t wait for guests to complain.
Monitor Wi-Fi, AC, and room readiness daily.
Walk the property regularly.
Step 2: Respond Immediately
A fast reaction matters more than a perfect solution.
Example: If AC is broken, offer an immediate room change, then fix the issue.
Step 3: Empower Your Staff
Train staff to make small compensations without manager approval (e.g., free drink, late checkout).
This shows care and speeds up resolution.
Step 4: Communicate Clearly
Always explain what’s happening and when it will be fixed.
Guests appreciate transparency more than excuses.
Step 5: Follow Up
After resolving an issue, check in with the guest:
“Is everything working well now?”
“We’re really sorry for the inconvenience.”
📅 6. Daily Action Plan to Increase Positive Reviews
Front Desk
Warm, personalized greeting for each guest.
Confirm booking details clearly to avoid misunderstandings.
Offer help proactively (taxis, directions, etc.).
Handle complaints politely and efficiently.
Housekeeping
Check each room before arrival for cleanliness and readiness.
Report broken or missing items immediately.
Leave small touches (fresh towels folded nicely, scented room).
Maintenance
Daily check of key systems (Wi-Fi, water, AC).
Emergency repair protocol within 30 min.
Regular preventive maintenance to avoid breakdowns.
Management
Monitor review platforms daily.
Reply to negative reviews professionally and positively.
Reward staff for positive guest mentions.
🧭 7. Proactive Strategies for 5-Star Reviews
Personalization: Remember repeat guests, use their names.
Surprise moments: Birthday cake, small thank-you notes, free water bottle on departure.
Ask for feedback during the stay, not only at checkout.
Staff training: Service recovery workshops every month.
Guest communication: Provide clear, simple info at every step.
📢 8. Responding to Reviews Professionally
Negative Review Response Example:
“Dear [Name], thank you for your feedback. We are very sorry that your experience did not meet expectations. We take your comments seriously and have already addressed [problem]. We hope to have the chance to welcome you again and provide a much better stay.”
Positive Review Response Example:
“Dear [Name], thank you so much for your kind words. We’re delighted to hear you enjoyed your stay and appreciated our service. It was a pleasure to host you, and we look forward to welcoming you again!”
✅ Always:
Respond within 24–48 hours
Use guest’s name
Address the specific issue or praise
Remain polite and professional
📈 9. Key Metrics to Track
Average review score (overall and by category)
Number of mentions of staff, service, and cleanliness
Response time to complaints
Maintenance ticket resolution time
% of guests leaving reviews vs. total stays
Tracking these helps management see where problems repeat and where strengths lie.
🏆 10. Final Takeaways
Most negative reviews come from service inconsistency and poor communication.
Most positive reviews come from warm service, cleanliness, and quick problem solving.
Small details create big emotional impacts.
A hotel that reacts fast and cares sincerely can turn a bad situation into a 5-star review.
good experiences and small problems, a staff meeting
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.
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.
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.
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.
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.
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.
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.
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.
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.
Housekeeping must make sure rooms are ______ before check-in.
Engineering must ______ problems completely.
The guest liked the ______ in the restaurant.
The toilet had a ______ two times.
The staff should ______ the room carefully before the guest arrives.
A short ______ from the driver makes the guest feel good.
Restaurant staff should always ______ to the guest.
The front office should try to offer ______ check-in when possible.
———————————
Correct version:
The guest felt tired because they arrived early.
The driver was friendly and polite.
The pool area made the guest feel relaxed.
The hotel will train drivers every three months.
Housekeeping must make sure rooms are clean before check-in.
Engineering must fix problems completely.
The guest liked the food in the restaurant.
The toilet had a problem two times.
The staff should check the room carefully before the guest arrives.
A short welcome from the driver makes the guest feel good.
Restaurant staff should always smile to the guest.
The front office should try to offer early check-in when possible.
💬 4. Discussion questions
Answer these questions in pairs or in writing.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
🧾 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.
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.
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.
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.
✍️ 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.”
good experiences and small problems, feedback of a guest
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.
__________________________
Vocabulary:
to result in – to make something happen.
an email – a message you send on a computer or phone.
an experience – something that happens to you or that you do.
feedback – information about how good or bad something is.
basics – the simple, most important things.
overall – looking at everything together.
a transfer – to move from one place to another.
to be polite – to speak or act in a nice and respectful way.
to be welcoming – to make people feel happy and comfortable.
to explain – to make something clear or easy to understand.
to be tired – to feel you need rest or sleep.
unfortunately – used when something bad happens.
to rest – to stop working or moving to feel better.
immediately – right now, without waiting.
inconvenient – not easy or comfortable.
to feel relaxed – to feel calm and comfortable.
to be excellent – to be very good.
a choice (meals) – different things you can pick to eat.
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 and keeps you safe or comfortable.
finally – at the end, after a long time.
smooth – easy, without problems or bumps.
to improve problems – to make bad situations better.
a toilet repair – fixing a toilet when it is not working.
pleasant – nice, enjoyable, or happy.
################
Multiple-choice, one answer correct:
audio 1-19:
audio 20-26:
to result in – What does it mean? a) to make something happen b) to eat quickly c) to run away
an email – What is it? a) a paper letter b) a message on a computer c) a phone call
an experience – What is it? a) something you do or feel b) a small bag c) a long journey
feedback – What is it? a) a type of food b) information about how good or bad something is c) a color of a wall
basics – What are they? a) simple important things b) expensive clothes c) big buildings
overall – What does it mean? a) running very fast b) eating a meal c) looking at everything together
a transfer – What is it? a) jumping high b) moving from one place to another c) reading a book
to be polite – What does it mean? a) to speak nicely b) to eat slowly c) to sleep early
to be welcoming – What does it mean? a) to be very tired b) to make people feel happy c) to run quickly
to explain – What does it mean? a) to drink water b) to listen quietly c) to make something clear
to be tired – What does it mean? a) to play outside b) to feel you need rest c) to feel very happy
unfortunately – What does it mean? a) something very funny happens b) something easy happens c) something bad happens
to rest – What does it mean? a) to stop working to feel better b) to eat quickly c) to run in the park
immediately – What does it mean? a) later next year b) after one week c) right now
inconvenient – What does it mean? a) very far away b) not easy or comfortable c) very delicious
to feel relaxed – What does it mean? a) to feel calm and comfortable b) to feel angry c) to feel tired
to be excellent – What does it mean? a) to be very bad b) to be very small c) to be very good
a choice (meals) – What is it? a) a large table b) different foods you can pick c) a type of fruit
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———–
to be unmotivated – What does it mean? a) to work very hard b) to not want to do anything c) to play football
to be taken care of – What does it mean? a) someone helps you b) someone ignores you c) someone teaches you
finally – What does it mean? a) at the start b) at the middle c) at the end
smooth – What does it mean? a) rough and hard b) easy, without problems c) very small
to improve problems – What does it mean? a) to make good things worse b) to ignore problems c) to make bad things better
a toilet repair – What is it? a) fixing a toilet b) cleaning a floor c) painting a wall
pleasant – What does it mean? a) sad and boring b) nice and enjoyable c) difficult and hard
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:
I sent you ______ yesterday, please check your inbox. a) an email b) a table c) a shoe
After a long day at work, I just want to ______. a) eat b) rest c) jump
The teacher gave me some useful ______ on my homework. a) chairs b) bottles c) feedback
It was raining, so ______ I missed the bus. a) unfortunately b) quickly c) deliciously
We had a wonderful ______ when we visited the countryside. a) window b) fork c) experience
Please ______ the instructions clearly so everyone understands. a) dance b) sleep c) explain
The hotel staff were very ______ and made us feel at home. a) loud b) welcoming c) empty
I was very ______ after running five kilometers. a) small b) blue c) tired
The manager promised to ______ the problems in the system soon. a) improve b) eat c) sing
He always tries ______ when he talks to strangers. a) to run b) to be polite c) to sleep
The city center was busy, but ______ the trip was nice. a) quickly b) loudly c) overall
The flight includes a ______ from Bangkok to Chiang Mai. a) transfer b) cup c) tree
I feel very ______ after a massage. a) heavy b) relaxed c) broken
We have several ______ for lunch today: pasta, salad, or soup. a) chairs b) choices c) books
The plumber came to fix the broken toilet; it was a difficult ______. a) flower b) repair c) pen
Her performance in the competition was ______. a) small b) soft c) excellent
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
The weather during our holiday was very ______. a) noisy b) pleasant c) heavy
I sent you an email yesterday, please check your inbox.
After a long day at work, I just want to rest.
The teacher gave me some useful feedback on my homework.
It was raining, so unfortunately I missed the bus.
We had a wonderful experience when we visited the countryside.
Please explain the instructions clearly so everyone understands.
The hotel staff were very welcoming and made us feel at home.
I was very tired after running five kilometers.
The manager promised to improve the problems in the system soon.
He always tries to be polite when he talks to strangers.
The city center was busy, but overall the trip was nice.
The flight includes a transfer from Bangkok to Chiang Mai.
I feel very relaxed after a massage.
We have several choices for lunch today: pasta, salad, or soup.
The plumber came to fix the broken toilet; it was a difficult repair.
Her performance in the competition was excellent.
The new software works very smooth, everything is fine.
The weather during our holiday was very pleasant.
#############
Match the word to its definition:
Words:
to rest
to be polite
feedback
overall
a choice
to improve problems
to be welcoming
unpleasant
an experience
to enjoy
a transfer
a toilet repair
unfortunately
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
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:
To enjoy means to feel happy with something.
A choice means a repair of a broken toilet.
To improve problems means making a machine or system worse.
Feedback is information about how good or bad something is.
Unpleasant means something that is not nice or comfortable.
Unfortunately means something good always happens.
To be welcoming means being unfriendly to visitors.
Overall means looking at everything together.
An experience is something you do or feel.
To be polite means behaving in a nice way to others.
Smooth means difficult and full of problems.
A transfer is a movement from one place to another.
To rest means to stop working or moving to feel better.
A toilet repair means a type of meal choice.
—————————————-
True : 1,4,5,8,9,10,12,13 _________________________ Full version:
To enjoy means to feel happy with something.
A choice means a repair of a broken toilet. True is: A choice means a selection of options.
To improve problems means making a machine or system worse. True is: To improve problems means making a machine or system work better.
Feedback is information about how good or bad something is.
Unpleasant means something that is not nice or comfortable.
Unfortunately means something good always happens. True is: Unfortunately means something bad happens.
To be welcoming means being unfriendly to visitors. True is: To be welcoming means being friendly and making people feel happy.
Overall means looking at everything together.
An experience is something you do or feel.
To be polite means behaving in a nice way to others.
Smooth means difficult and full of problems. True is: Smooth means without problems, easy.
A transfer is a movement from one place to another.
To rest means to stop working or moving to feel better.
A toilet repair means a type of meal choice. True is: A toilet repair is fixing a broken toilet.
###################
Correct the statements:
The driver shouted at the guest.
YOU WRITE:
The driver did not shout at the guest. The driver was friendly and polite.
The staff gave wrong information at check-in. ________________________________
The guest arrived late at the hotel. ________________________________
The cleaner forgot to clean the room. ________________________________
The toilet worked perfectly all the time. ________________________________
The guest avoided the pool. ________________________________
The food made the guest sick. ________________________________
The restaurant had only two choices. ________________________________
All staff worked very hard and were motivated. ________________________________
The manager caused many problems at departure. ________________________________
The guest left the hotel with many problems. ________________________________
The guest had a bad experience at the hotel. ________________________________
———————————-
Correct version:
The driver shouted at the guest. The driver did not shout at the guest. The driver was friendly and polite.
The staff gave wrong information at check-in. The staff did not give wrong information at check-in. The staff explained everything well.
The guest arrived late at the hotel. The guest did not arrive late at the hotel. The guest early at the hotel.
The cleaner forgot to clean the room. The cleaner did not forget to clean the room. The room was comfortable, clean, and quiet.
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.
The guest avoided the pool. The guest did not avoid the pool. The guest liked the pool and felt relaxed there.
The food made the guest sick. The food did not make the guest sick. The food in the restaurant was excellent.
The restaurant had only two choices. The restaurant did not have only two choices. There were many choices in the restaurant.
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.
The manager caused many problems at departure. The manager did not cause many problems at departure. The departure was smooth and well organized.
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.
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:
Did the driver shout at the guest?
YOU WRITE:
No, the driver did not shout at the guest. He was friendly and polite.
Did the staff give wrong information at check-in? ________________________________
Did the guest arrive late at the hotel? ________________________________
Did the cleaner forget to clean the room? ________________________________
Did the toilet work perfectly all the time? ________________________________
Did the guest avoid [to stay away] the pool? ________________________________
Did the food make the guest sick?________________________________
Did the restaurant have only two choices? ________________________________
Did the manager cause problems at departure? ________________________________
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:
Did the guest arrive late or early?
YOU WRITE:
The guest arrived early.
Did the driver act politely or rudely? _____________________________
Was the check-in staff friendly or unfriendly? _____________________________
Was the guest very tired or full of energy after the flight? _____________________________
Did the toilet work perfectly or need repairs? _____________________________
Did the guest enjoy the pool or avoid it? _____________________________
Was the food in the restaurant excellent or bad? _____________________________
Were there many meal choices or only a few? _____________________________
Was the departure smooth or chaotic? _____________________________
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.
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?
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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—————
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
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
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
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
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
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
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
The tap in the bathroom was leaking, so I couldn’t wash my hands.
I wrote a refund about the dirty sheets in my room.
The hotel staff were very polite; their staff attitude was excellent.
I couldn’t sleep because the noise from the construction next door was very loud.
My room felt very stuffy because the windows were closed and there was no air circulation.
I asked for a refund because the hotel charged me twice by mistake.
The staff attitude was very helpful and explained everything about the hotel facilities.
The hotel sent me a review after my stay to know my opinion.
I noticed that the equipment in my room was not working properly; I could not watch TV.
There was an extra charge for using the minibar that I didn’t expect.
The hotel provided a large, comfortable hallway for all guests to walk between rooms.
I felt disappointed when I saw that my room was smaller than advertised.
I left a note because I wanted the staff to notice the problem with my AC.
I always feel safe in a hotel with strong locks and security cameras.
The sheets in my room were stained; they had stains and hairs from the previous guest.
###################
Match the word to its definition:
Words:
tap
complaint
staff attitude
noise
stuffy
refund
hallway
review
equipment
disappointed
notice
safe
stained
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
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:
A review is a written opinion about a guest’s stay.
A stuffy room has plenty of fresh air and is very ventilated.
Stained means there is a mark or dirt on sheets or towels.
Extra charge means there is no 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.
Noise in a hotel usually makes guests feel comfortable and relaxed.
A tap is used to turn on water in a sink.
Disappointed means a guest feels happy because everything was perfect.
Equipment in a hotel includes things like TV, A/C, or hairdryers.
Stained sheets are perfectly clean and ready for guests.
A refund is money returned to a guest when there is a problem.
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.
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. ################
Hol Sen’s life is not easy. She walks to school every day. Sometimes she has no breakfast. Her family is poor. She wants to study and have a better life.
During COVID, Hol Sen stops school. She is sad, but she does not give up. She wants to learn more. The Shinta Mani Foundation helps young people learn skills, get training, and find work for a better future. Hol Sen trains in housekeeping with their help. She works hard and learns many new things.
Now, Hol Sen works at Shinta Mani Hotel. She is casual staff for three months. She is proud and happy.
Hol Sen has a big dream. She wants to be an English teacher one day. She is brave and strong. Her life is changing. Her journey is only beginning, and her future is full of hope.
________________________
Vocabulary:
Struggles – problems or difficulties
To step into success – to start being successful
Breakfast – the first meal of the day
To have a better life – to live in a good way, with more happiness or money
To give up – to stop trying
To learn skills – to learn how to do something well
To find work – to get a job
A better future – a better life in the time to come
To train in Housekeeping – to learn how to clean and take care of a hotel or home
To work hard – to do a lot of effort in work or study
A casual staff – a worker who works for a short time or sometimes, not always
To be proud – to feel happy about what you do or achieve
Be a teacher one day – to become a teacher in the future
To be brave – to be strong and not afraid
Life is changing – life is becoming different
A journey – a long way in life or work, not only travel
Full of hope – feeling happy and expecting good things in the future
#########################
Multiple choice, one answer correct:
What are struggles? a) happy times b) very easy tasks c) problems or difficulties
What does to step into success mean? a) stop trying completely b) start being successful c) stay the same as before
What is breakfast? a) a small snack in the evening b) a fun party with friends c) the first meal of the day
What does to have a better life mean? a) sleep all day long b) play outside with friends c) live in a good way
What does to give up mean? a) continue trying hard b) try some new things c) stop trying anything
What does to learn skills mean? a) learn how to do something well b) watch TV at home c) sleep a lot every day
What does to find work mean? a) go shopping in town b) read books at home c) get a job to do
What is a better future? a) buy a new bag now b) go to a party today c) better life in the future
What does to train in Housekeeping mean? a) eat meals at home b) clean and take care of places c) sleep a lot at night
What does to work hard mean? a) walk slowly everywhere b) play games every day c) do a lot of effort in work
What is a casual staff? a) full-time worker at job b) student in school class c) worker who works for some time
What does to be proud mean? a) feel happy about what you do b) feel sad or angry c) sleep or rest a lot
What does be a teacher one day mean? a) play with other students b) become a teacher in future c) go shopping in town
What does to be brave mean? a) run very fast outside b) be very tired all day c) be strong and not afraid
What does life is changing mean? a) life is boring today b) life becomes different now c) life stays the same always
What is a journey? a) a long way in life or work b) a meal shared with friends c) a short walk outside now
What does full of hope mean? a) feel hungry all the time b) feel angry or sad c) feel happy and expect good things
What does to step into success mean? – start being successful
What is breakfast? – the first meal of the day
What does to have a better life mean? – live in a good way
What does to give up mean? – stop trying anything
What does to learn skills mean? – learn how to do something well
What does to find work mean? – get a job to do
What is a better future? – better life in the future
What does to train in Housekeeping mean? – clean and take care of places
What does to work hard mean? – do a lot of effort in work
What is a casual staff? – worker who works sometimes
What does to be proud mean? – feel happy about what you do
What does be a teacher one day mean? – become a teacher in future
What does to be brave mean? – be strong and not afraid
What does life is changing mean? – life becomes different now
What is a journey? – a long way in life or work
What does full of hope mean? – feel happy and expect good things
####################
Matching exercise
Word:
struggles
to step into success
breakfast
to have a better life
to give up
to learn skills
to find work
a better future
to train in Housekeeping
to work hard
a casual staff
to be proud
be a teacher one day
to be brave
life is changing
a journey
full of hope
Definitions:
A. the first meal of the day B. do a lot of effort in work C. feel happy and expect good things D. problems or difficulties E. stop trying F. a long way in life or work G. a worker who works for some time H. live in a good way I. start being successful J. clean and take care of places K. get a job L. become a teacher in the future M. learn how to do something well N. life becomes different now O. feel happy about what you do P. be strong and not afraid Q. better life in the future
struggles – problems or difficulties to step into success – start being successful breakfast – the first meal of the day to have a better life – live in a good way to give up – stop trying to learn skills – learn how to do something well to find work – get a job a better future – better life in the future to train in Housekeeping – clean and take care of places to work hard – do a lot of effort in work a casual staff – a worker who works sometimes to be proud – feel happy about what you do be a teacher one day – become a teacher in the future to be brave – be strong and not afraid life is changing – life becomes different now a journey – a long way in life or work full of hope – feel happy and expect good things
###############
Correct the statements:
Hol Sen eats breakfast every morning before school.
YOU WRITE:
No, she does not eat breakfast every morning. Sometimes she has no breakfast.
Hol Sen’s family is rich and has many houses. ______________________________
Hol Sen goes to school every day during COVID. ______________________________
Hol Sen trains in cooking with the Shinta Mani Foundation. ______________________________
Hol Sen works full-time at another hotel. ______________________________
Hol Sen ignores [not look at or listen to something] learning new skills. ______________________________
Hol Sen gives up on her dreams. ______________________________
Hol Sen is afraid to try new things. ______________________________
Hol Sen works very little every day. ______________________________
_____________________
Correct version:
Hol Sen eats breakfast every morning before school. No, she does not eat breakfast every morning. Sometimes she has no breakfast.
Hol Sen’s family is rich and has many houses. No, her family is not rich. Her family is poor.
Hol Sen goes to school every day during COVID. No, she does not go to school every day. She stops school during COVID.
Hol Sen trains in cooking with the Shinta Mani Foundation. No, she does not train in cooking. She trains in housekeeping.
Hol Sen works full-time at another hotel. No, she does not work full-time at another hotel. She works at Shinta Mani Hotel as casual staff for three months.
Hol Sen ignores learning new skills. No, she does not ignore learning new skills. She learns many new things with hard work.
Hol Sen gives up on her dreams. No, she does not give up on her dreams. She continues to work for her dream.
Hol Sen is afraid to try new things. No, she is not afraid. She is brave and strong.
Hol Sen works very little every day. No, she does not work very little. She works hard and learns new skills every day.
#################
Answer as follows:
Does Hol Sen eat breakfast every morning before school?
YOU WRITE:
Hol Sen does not eat breakfast every morning. Sometimes she has no breakfast.
Does Hol Sen come from a rich family? _________________________________
Does Hol Sen go to school every day during COVID? _________________________________
Does Hol Sen train in cooking with the Shinta Mani Foundation? _________________________________
Does Hol Sen work full-time at another hotel? _________________________________
Does Hol Sen ignore learning new skills? _________________________________
Does Hol Sen give up on her dreams? _________________________________
Does Hol Sen feel afraid to try new things? _________________________________
Does Hol Sen work very little every day? _________________________________
Does Hol Sen feel unhappy about her achievements [something good that you do]? _________________________________
—————————————- Answers:
Does Hol Sen eat breakfast every morning before school? Hol Sen does not eat breakfast every morning. Sometimes she has no breakfast.
Does Hol Sen come from a rich family? Hol Sen does not come from a rich family. Her family is poor.
Does Hol Sen go to school every day during COVID? Hol Sen does not go to school every day. She stops school during COVID.
Does Hol Sen train in cooking with the Shinta Mani Foundation? Hol Sen does not train in cooking. She trains in housekeeping with their help.
Does Hol Sen work full-time at another hotel? Hol Sen does not work full-time at another hotel. She works at Shinta Mani Hotel as casual staff for three months.
Does Hol Sen ignore learning new skills? Hol Sen does not ignore learning new skills. She works hard and learns many new things.
Does Hol Sen give up on her dreams? Hol Sen does not give up on her dreams. She continues to work for her dream.
Does Hol Sen feel afraid to try new things? Hol Sen does not feel afraid. She is brave and strong.
Does Hol Sen work very little every day? Hol Sen does not work very little. She works hard and learns many new skills.
Does Hol Sen feel unhappy about her achievements? Hol Sen does not feel unhappy. She feels proud and happy about what she has done.
##################
Interview with the role model:
1. What is your name? My name is Hol Sen.
2. Where do you live? I live in a small village with my family.
3. What do you do every day? I walk to school and learn new things.
4. When do you go to school? I go to school in the morning.
5. Why do you go to school? I go to school to have a better life.
6. How do you go to school? I walk to school every day.
7. Who helps you learn skills? The Shinta Mani Foundation helps me.
8. What do you train in? I train in Housekeeping.
9. Where do you work now? I work at Shinta Mani Hotel.
10. How long do you work at the hotel? I work as casual staff for three months.
11. Why do you work hard? I work hard to learn new things and reach my dreams.
12. What is your big dream? My big dream is to be an English teacher one day.
13. How do you feel about your life? I feel happy and proud about my achievements.
14. Who is important in your life? My family and the Shinta Mani Foundation are important to me.
########################
Complete the sentences with the correct form of the verb in brackets ().
Hol Sen ___ (walk) to school every day.
She ___ (have) breakfast sometimes before school.
Hol Sen’s family ___ (live) in a small village.
She ___ (want) to have a better life.
During COVID, she ___ (stop) going to school.
The Shinta Mani Foundation ___ (help) young people learn skills.
Hol Sen ___ (train) in housekeeping.
She ___ (work) at Shinta Mani Hotel.
They ___ (feel) proud of Hol Sen’s achievements.
She ___ (want) to be an English teacher one day.
_________________________
1 walks 2 has 3 live 4 wants 5 stops 6 helps 7 trains 8 works 9 feel 10 wants ________________________
Full version:
Hol Sen walks to school every day.
She has breakfast sometimes before school.
Hol Sen’s family live in a small village.
She wants to have a better life.
During COVID, she stops going to school.
The Shinta Mani Foundation helps young people learn skills.
I am Hol Sen. My life is not __________. I __________ to school every day. Sometimes I have no __________. My family is poor, but I want a better life. During COVID, I __________ school, but I do not give up. The Shinta Mani Foundation helps me learn new__________. I train in housekeeping and work __________. Now, I work at Shinta Mani Hotel as __________ staff for three months. I am __________ of my achievements. My big dream is to be an English __________ one day. My life is __________, and my future is full of __________.
——————————- Full version:
I am Hol Sen. My life is not easy. I walk to school every day. Sometimes I have no breakfast. My family is poor, but I want a better life. During COVID, I stop school, but I do not give up. The Shinta Mani Foundation helps me learn new skills. I train in housekeeping and work hard. Now, I work at Shinta Mani Hotel as casual staff for three months. I am proud of my achievements. My big dream is to be an English teacher one day. My life is changing, and my future is full of hope.
####################
Now rewrite the story above starting with……
…….Her name is Hol Sen. Her life is not easy…………..
make all changes necessary.
————————- Correct version:
Her name is Hol Sen. Her life is not easy. She walks to school every day. Sometimes she has no breakfast. Her family is poor, but she wants a better life. During COVID, she stops school, but she does not give up. The Shinta Mani Foundation helps her learn new skills. She trains in Housekeeping and works hard. Now, she works at Shinta Mani Hotel as casual staff for three months. She is proud of her achievements. Her big dream is to be an English teacher one day. Her life is changing, and her future is full of hope.
Maya is a young girl. She lives with her parents in the countryside. The air is fresh, and the nature around her house is green and quiet.
On weekends, Maya sleeps a little longer in the morning. She does not need to go to school. After breakfast, she helps her father and mother. Sometimes she helps in the garden. She waters the flowers and feeds the chickens.
Later, she plays with her friends near the house. They run, laugh, and play games together. Maya likes this time very much.
In the afternoon, she does her homework. She learns new words and writes sentences. Maya also learns for school. She wants to speak good English. She reads easy English books. She also listens to English texts.
Maya knows that listening is very important. The ear and brain must get used to the sounds. She listens again and again. Step by step, she understands more.
In the evening, she sits with her parents. They talk about the day. Maya feels happy and safe. She loves her weekends in the countryside. She works, plays, and learns — and every week, she becomes better at English.
_______________________
Vocabulary:
parents – your mother and father.
countryside – land outside the city, with fields, trees, and farms.
fresh air – clean air outside.
to be quiet – to make no sound, not loud.
a weekend – Saturday and Sunday.
need to do something – must do something.
breakfast – the first meal in the morning.
to water flowers – to give flowers water.
to feed the chickens – to give chickens food.
to laugh – to make a happy sound, like “ha ha ha.”
afternoon – the time after 12:00 and before evening.
to write a sentence – to write words that make one idea.
to listen to a text – to hear words or a story.
to be important – to have a big meaning or value.
an ear – the part of your body you use to hear.
brain – the part of your head that thinks.
to get used to a sound – to hear a sound many times so it feels easy.
step by step – slowly, one small step after another.
to understand – to know the meaning.
to feel safe – to feel no danger.
to become better in English – to learn more English and speak well.
####################
Match the word with the definition:
Words:
parents
countryside
fresh air
to be quiet
a weekend
need to do something
breakfast
to water flowers
to feed the chickens
to laugh
afternoon
to write a sentence
to listen to a text
to be important
an ear
brain
to get used to a sound
step by step
to understand
to feel safe
to become better in English
Definitions:
A. to feel no danger B. clean air outside C. slowly, one small step after another D. the time after 12:00 and before evening E. to give chickens food F. to make no sound, not loud G. the part of your body you use to hear H. land outside the city, with fields, trees, and farms I. to have a big meaning or value J. Saturday and Sunday K. to hear a sound many times so it feels easy L. to give flowers water M. the first meal in the morning N. to hear words or a story O. your mother and father P. must do something Q. to make a happy sound, like “ha ha ha” R. to know the meaning S. the part of your head that thinks T. to learn more English and speak well U. to write words that make one idea
___________________ Answers:
1 O, 2 H, 3 B, 4 F, 5 J, 6 P, 7 M, 8 L, 9 E, 10 Q, 11 D, 12 U, 13 N, 14 I, 15 G, 16 S, 17 K, 18 C, 19 R, 20 A, 21 T ___________________
Correct version:
parents – your mother and father countryside – land outside the city, with fields, trees, and farms fresh air – clean air outside to be quiet – to make no sound, not loud a weekend – Saturday and Sunday need to do something – must do something breakfast – the first meal in the morning to water flowers – to give flowers water to feed the chickens – to give chickens food to laugh – to make a happy sound, like “ha ha ha” afternoon – the time after 12:00 and before evening to write a sentence – to write words that make one idea to listen to a text – to hear words or a story to be important – to have a big meaning or value an ear – the part of your body you use to hear brain – the part of your head that thinks to get used to a sound – to hear a sound many times so it feels easy step by step – slowly, one small step after another to understand – to know the meaning to feel safe – to feel no danger to become better in English – to learn more English and speak well
################## Correct the statements:
Maya lives in a big city with tall buildings.
YOU WRITE:
No, she does not live in a big city with tall buuildings. She lives in a house in the countryside.
Maya wakes up very early on weekends. __________________________________
Maya eats lunch first in the morning. __________________________________
Maya helps her parents clean the car every weekend. __________________________________
Maya plays computer games all day. __________________________________
Maya does her homework at night. __________________________________
Maya reads books in German. __________________________________
Maya listens to music in Spanish. __________________________________
Maya learns math when she listens to English texts. __________________________________
Maya spends her weekends at the beach. __________________________________
————————– Correct version:
She lives in a big city with tall buildings. No, she does not live in a big city with tall buildings. She lives in a house in the countryside.
She wakes up very early on weekends. No, she does not wake up very early on weekends. She sleeps a little longer on weekends.
She eats lunch first in the morning. No, she does not eat lunch first in the morning. She eats breakfast in the morning.
She helps her parents clean the car every weekend. No, she does not help her parents clean the car every weekend. She helps her parents in the garden and with the animals.
She plays computer games all day. No, she does not play computer games all day. She plays outside with her friends.
She does her homework at night. No, she does not do her homework at night. She does her homework in the afternoon.
She reads books in German. No, she does not read books in German. She reads books in English.
She listens to music in Spanish. No, she does not listen to music in Spanish. She listens to English texts.
She learns math when she listens to English texts. No, she does not learn math when she listens to English texts. She learns English when she listens to texts.
She spends her weekends at the beach. No, she does not spend her weekends at the beach. She spends her weekends at home in the countryside. ####################
Answer as follows:
Does Maya live in a big city with tall buildings?
YOU WRITE:
Maya does not live in a big city. She lives in the countryside.
2. Does Maya wake up very early on weekends? ____________________________________
3. Does Maya eat lunch first in the morning? ____________________________________
4. Does Maya play all day and never help her parents? ____________________________________
5. Does Maya never play with her friends? ____________________________________
6. Does Maya do her homework at night? ____________________________________
7. Does Maya read books in another language than English?____________________________________
8. Does Maya listen to music instead of English texts? ____________________________________
9. Does Maya think listening is not important? ____________________________________
10. Does Maya never learn for school? ____________________________________
——————————— Correct version:
Does Maya live in a big city with tall buildings? Maya does not live in a big city. She lives in the countryside.
Does Maya wake up very early on weekends? Maya does not wake up very early. She sleeps longer on weekends.
Does Maya eat lunch first in the morning? Maya does not eat lunch first. She eats breakfast in the morning.
Does Maya play all day and never help her parents? Maya does not play all day. She helps her father and mother.
Does Maya never play with her friends? Maya does not stay alone. She plays with her friends.
Does Maya do her homework at night? Maya does not do her homework at night. She does homework on weekends.
Does Maya read books in another language than English? Maya does not read other language books. She reads English books.
Does Maya listen to music instead of English texts? Maya does not listen to music. She listens to English texts.
Does Maya think listening is not important? Maya does not think listening is not important. She knows listening is very important.
Does Maya never learn for school? Maya does not skip learning. She learns for school.
####################
Gap-fill exercise, complete by using the correct form of the verb in brackets ()
Maya _______ in the countryside. (live)
She _______ longer on weekends. (sleep)
Maya _______ her father and mother. (help)
They _______ with their friends near the house. (play)
She _______ her homework in the afternoon. (do)
Maya _______ for school. (learn)
He _______ English books. (read)
She _______ English texts. (listen to)
We _______ that listening is very important. (know)
The ear and brain _______ to the sounds. (get used)
Answer Key:
lives
sleeps
helps
play
does
learns
reads
listens to
know
get used
—————————————–
Full version:
Maya lives in the countryside.
She sleeps longer on weekends.
Maya helps her father and mother.
They play with their friends near the house.
She does her homework in the afternoon.
Maya learns for school.
He reads English books.
She listens to English texts.
We know that listening is very important.
The ear and brain get used to the sounds.
#################
Answer:
Does Maya live in a big city?
YOU WRITE:
No, she does not live in a big city. She lives in a house in the countryside
Does she wake up very early on weekends? ________________________________
Does Maya eat lunch first in the morning? ________________________________
Does she never help her parents? ________________________________
Do Maya and her friends stay at home all day? ________________________________
Does she do her homework at night? ________________________________
Does Maya read books in German? ________________________________
Does she listen to music instead of English texts? ________________________________
Do Maya and her parents talk about the news? ________________________________
Does she spend her weekends at the beach? ________________________________
——————————- Correct version:
Does Maya live in a big city? No, she does not live in a big city. She lives in the countryside.
Does Maya wake up very early on weekends? No, she does not wake up very early. She sleeps longer on weekends.
Does Maya eat lunch first in the morning? No, she does not eat lunch first. She eats breakfast in the morning.
Does Maya never help her parents? No, she does not never help her parents. She helps her father and mother.
Do Maya and her friends stay at home all day? No, they do not stay at home all day. They play with their friends.
Does Maya do her homework at night? No, she does not do her homework at night. She does her homework on weekends.
Does Maya read books in German? No, she does not read books in German. She reads English books.
Does she listen to music instead of English texts? No, she does not listen to music. She listens to English texts.
Do Maya and her parents talk about the news? No, they do not talk about the news They talk about the day together.
Does Maya spend her weekends at the beach? No, she does not spend her weekends at the beach. She spends her weekends in the countryside.
######################
Multiple-choice, one answer correct:
Where does Maya live? a) In the countryside b) In a big city c) At the beach
What does Maya do on weekends in the morning? a) Sleeps longer b) Goes to school c) Cleans her room
Who does Maya help on weekends? a) Her friends b) Her father and mother c) Her teacher
What does Maya do with her friends? a) Plays b) Reads books c) Listens to English texts
When does Maya do her homework? a) At night b) On weekends c) At school
What language books does Maya read? a) German b) English c) Spanish
What does Maya listen to? a) Music b) Stories in German c) English texts
What does Maya know is very important? a) Listening b) Reading c) Writing
What do the ear and brain do? a) Sleep b) Talk c) Get used to the sounds
What does Maya learn for? a) Games b) Sports c) School
_________________ Answers:
1-a, 2-a, 3-b, 4-a, 5-b, 6-b, 7-c, 8-a, 9-c, 10-c
#################
Interview with Maya:
1. Where do you live, Maya? I live in the countryside.
2. Who do you live with? I live with my father and mother.
3. What do you do on weekends in the morning? I sleep longer.
4. Do you help your parents? Yes, I help my father and mother.
5. What do you help them with? I help them at home and in the garden.
6. Do you play with friends? Yes, I play with my friends.
7. When do you do your homework? I do my homework on weekends.
8. Do you learn for school? Yes, I learn for school.
9. What books do you read? I read English books.
10. What do you listen to? I listen to English texts.
11. Is listening important? Yes, listening is very important.
12. Why is listening important? The ear and brain must get used to the sounds.
###################
Fill in, words below:
reading – sleep -play – house – step by step – help -brain – homework – countryside – listening
——————————–
Hello, my name is Maya. I live in the __________ with my father and mother. On weekends, I __________ a little longer in the morning. I __________ my parents at home and in the garden. I play with my friends near our __________. I also do my __________ and learn for school. I like __________ English books and listening to English texts. I know__________ is very important because my ear and _________ must get used to the sounds. __________, I understand more. I am happy when I learn and __________
___________________
Correct version:
Hello, my name is Maya. I live in the countryside with my father and mother. On weekends, I sleep a little longer in the morning. I help my parents at home and in the garden. I play with my friends near our house. I also do my homework and learn for school. I like reading English books and listening to English texts. I know listening is very important because my ear and brain must get used to the sounds. Step by step, I understand more. I am happy when I learn and play.
################
Rewrite the Maya story starting with
>>>>>>>>>>>>Her name is Maya. >>>>>>>>>>>>She lives in the countryside………..
Make all changes necessary.
_______________________________
Correct version:
Her name is Maya. She lives in the countryside with her father and mother. On weekends, she sleeps a little longer in the morning. She helps her parents at home and in the garden. She plays with her friends near their house. She also does her homework and learns for school. She likes reading English books and listening to English texts. She knows listening is very important because her ear and brain must get used to the sounds. Step by step, she understands more. She is happy when she learns and plays.
– 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
The author feels unappreciated when nobody notices their work.
The author’s colleagues always say “thank you” when they help.
Guests are happy when the author serves them politely.
The author never asks for feedback.
Finishing tasks on time is a sign of good work.
Smiling at colleagues can help build relationships.
The author feels proud of their work even if nobody says anything.
Wearing the uniform incorrectly shows professionalism.
The author thinks it is impossible to improve their character.
Feeling stressed is something the author tries to avoid.
The author believes that their effort is unimportant.
Guests’ smiles and kind words are signs of good work.
Saying “hello” to colleagues does not affect respect or appreciation.
The author considers it important to feel connected with the team.
___________________ True: 1,3,5,6,7,10,12,14
___________________
Correct version:
The author feels unappreciated when nobody notices their work.
The author’s colleagues always say “thank you” when they help. True is: They do not always say “thank you.”
Guests are happy when the author serves them politely.
The author never asks for feedback. True is: The author sometimes asks politely for feedback.
Finishing tasks on time is a sign of good work.
Smiling at colleagues can help build relationships.
The author feels proud of their work even if nobody says anything.
Wearing the uniform incorrectly shows professionalism. True is: Wearing the uniform correctly shows professionalism.
The author thinks it is impossible to improve their character. True is: The author can grow and improve their character.
Feeling stressed is something the author tries to avoid.
The author believes that their effort is unimportant. True is: The author’s effort is important.
Guests’ smiles and kind words are signs of good work.
Saying “hello” to colleagues does not affect respect or appreciation. True is: Saying “hello” helps build respect and appreciation.
The author considers it important to feel connected with the team.
#################
Match word/s and definition:
Words:
unappreciated
to be proud
busy
to stay polite
a feedback
a colleague
to be tired
a sign of good work
a personal value
to serve guests
to finish on time
a task
to grow (character)
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
– 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.
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audio file 1-15
audio file 16-21
Multiple choice, one answer correct:
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.
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.
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.
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.
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.
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.
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.
What is a preference? A. A room number in the hotel. B. A rule guests must follow. C. Something a guest likes more.
What is a previous visit? A. The last time someone came. B. The next time someone will come. C. A meeting planned for later.
What is a pillow? A. A towel in the bathroom. B. A chair in the lobby. C. A soft thing for your head.
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.
What is a gift? A. Something you give to someone. B. Something you buy for yourself. C. Something you throw away.
What is an anniversary? A. A hotel key card. B. A breakfast menu. C. A special day to celebrate.
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.
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———
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.
What does it mean to coordinate with staff? A. To work alone. B. To work together with staff. C. To go home early.
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.
What is a treatment (guest)? A. A drink at the bar. B. A hotel key card. C. How a guest is cared for.
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.
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
__________________________
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Gap-fill, complete:
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
Mr. Kim stays in our hotel every month; he is a _______________. A. hotel cleaner B. regular guest C. travel guide
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
At the end of the shift, the receptionist writes a short _______________ of the day’s work. A. room number B. summary C. menu card
We _______________ with useful phrases for new staff. A. provide a cheat sheet B. make a big poster C. bring a suitcase
During the team meeting, everyone has a chance to _______________ about how to improve service. A. share ideas B. open windows C. clean towels
Receptionists always _______________ when speaking with guests. A. speak quietly B. speak politely C. speak quickly
Some guests have a _______________ for soft pillows instead of hard ones. A. hotel card B. check-out time C. preference
I remember her face from a _______________ last year. A. previous visit B. name tag C. hotel bill
The housekeeping team always puts a clean _______________ on every bed. A. pillow B. towel C. plate
When a guest reads in the room, it’s good to _______________ for comfort. A. close the door B. adjust lighting C. fix the floor
We give the couple a small _______________ to make them smile. A. gift B. note C. ticket
Today is their wedding _______________, so the hotel prepares flowers. A. pillow B. breakfast C. anniversary
To make the stay special, the manager prepares a _______________ for the guest. A. coffee cup B. surprise gift C. taxi card
We want to _______________ guests a welcome drink on arrival. A. offer B. check C. close
When guests are upset, it is important to _______________ and stay calm. A. shout loudly B. talk politely C. walk away
Front desk staff must _______________ to make sure everything runs smoothly. A. eat lunch B. work alone C. coordinate with staff
When the team says “thank you,” guests often _______________. A. leave early B. feel valued C. walk away
Good _______________ makes guests want to come back. A. luggage B. painting C. treatment
If guests like the service, they may _______________ and visit many times. A. stay once B. become loyal C. feel tired
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:
At the front desk, knowing how to smile and say hello is part of the art of welcoming guests.
Mr. Kim stays in our hotel every month; he is a regular guest.
If two guests arrive at the same time, we give priority to the one with a reservation.
At the end of the shift, the receptionist writes a short summary of the day’s work.
We provide a cheat sheet with useful phrases for new staff.
During the team meeting, everyone has a chance to share ideas about how to improve service.
Receptionists always speak politely when speaking with guests.
Some guests have a preference for soft pillows instead of hard ones.
I remember her face from a previous visit last year.
The housekeeping team always puts a clean pillow on every bed.
When a guest reads in the room, it’s good to adjust lighting for comfort.
We give the couple a small gift to make them smile.
Today is their wedding anniversary, so the hotel prepares flowers.
To make the stay special, the manager prepares a surprise gift for the guest.
We want to offer guests a welcome drink on arrival.
When guests are upset, it is important to talk politely and stay calm.
Front desk staff must coordinate with staff to make sure everything runs smoothly.
When the team says “thank you,” guests often feel valued.
Good treatment makes guests want to come back.
If guests like the service, they may become loyal and visit many times.
When everything is nice, guests can enjoy a stay and feel happy.
###################
True or false?
Guests can enjoy a stay when everything is nice.
A regular guest comes to a hotel only once.
Offering guests a welcome drink is part of front desk service.
A surprise gift is something the guest knows about in advance.
Staff coordinate with colleagues to make things run smoothly.
The housekeeping team puts a clean pillow on every bed.
Adjusting lighting helps make the room comfortable.
Receptionists should speak politely to guests.
“Give priority” means to serve a guest later than others.
Good treatment makes guests want to come back.
Front desk staff can share ideas during team meetings.
A previous visit is the first time someone comes to the hotel.
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.
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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.
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
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
Listen 👂
Look at the guest.
Let them talk.
Don’t speak or argue. 🗣️ “Please tell me what happened.”
Show You Care 💬
Be kind and polite. 🗣️ “I understand.” / “I’m sorry this happened.”
Say Sorry 🙏
Even if it’s not your fault. 🗣️ “I’m very sorry.”
Act Fast ⚡
Try to help right away.
Call your manager if needed. 🗣️ “I will fix this for you.”
Give Solutions 🧾
Offer something to help. 🗣️ “We can change your room.” 🗣️ “We can send someone to help.”
