Autor: wolfgang kugler

for Shinta Mani Foundation class 2023/24

1. **Knowledgeable**: A great gardener knows about different plants, flowers, and trees. They understand what each plant needs to grow well.

2. **Attention to Detail**: They pay close attention to the condition of the plants and the garden. They notice when something isn’t right and take action to fix it.

3. **Hard Working**: Being a gardener can be physically demanding. Great gardeners are willing to put in the hard work to keep the garden looking beautiful.

4. **Creativity**: They have creative ideas for arranging plants and designing the garden space. They can make the garden look unique and inviting.

5. **Careful Planning**: They plan ahead to make sure the garden looks good all year round. This might involve planting flowers that bloom at different times or choosing plants that can withstand different weather conditions.

6. **Communication Skills**: They communicate well with other staff members and guests. They might share information about the plants in the garden or give tips on how guests can enjoy the outdoor space.

7. **Passion**: A great gardener loves what they do. They take pride in their work and are always looking for ways to improve the garden.

8. **Flexibility**: They can adapt to changes in the weather or unexpected problems in the garden. They know how to problem solve and find solutions quickly.

9. **Environmentally Friendly**: They use sustainable practices in the garden, like composting or using natural fertilizers. They care about protecting the environment.

10. **Friendly and Approachable**: Guests should feel comfortable asking the gardener questions or talking to them about the garden. A great gardener is friendly and approachable to everyone.

for Shinta Mani Foundation class 2023/24

1. **Attention to Detail**: Paying close attention to every little thing to make sure rooms are clean and tidy.

2. **Efficiency**: Working quickly and effectively to clean rooms in a timely manner.

3. **Reliability**: Being dependable and always showing up for shifts on time.

4. **Organization**: Keeping track of tasks and schedules to ensure all rooms are cleaned efficiently.

5. **Communication**: Being able to communicate with other staff members and supervisors if there are any issues or special requests from guests.

6. **Physical Stamina**: Having the physical strength and endurance to handle the demands of the job, which can involve a lot of walking, lifting, and bending.

7. **Customer Service Skills**: Being friendly and approachable to guests while respecting their privacy.

8. **Adaptability**: Being able to adapt to changes in schedule or unexpected situations that may arise during the workday.

9. **Knowledge of Cleaning Products**: Knowing how to use cleaning products safely and effectively to get the job done well.

10. **Pride in Work**: Taking pride in providing a clean and comfortable environment for guests to enjoy during their stay.

for Shintamani Foundation class 2023/24

1. **Friendly and Welcoming**: Greet guests with a warm smile and positive attitude.

2. **Excellent Communication Skills**: Clear and polite communication is essential for helping guests with inquiries and requests.

3. **Organized and Efficient**: Keep the reception area tidy and manage check-ins and check-outs promptly.

4. **Knowledgeable**: Have good knowledge about the hotel amenities, local attractions, and services to assist guests effectively.

5. **Problem-Solving Abilities**: Handle guest complaints or issues calmly and find solutions quickly.

6. **Professional Appearance**: Maintain a neat appearance and dress appropriately for the hotel environment.

7. **Attention to Detail**: Pay attention to small details to ensure guest satisfaction, like ensuring their preferences are noted or any special requests are fulfilled.

8. **Multitasking Skills**: Ability to handle multiple tasks simultaneously, such as answering phones while checking in guests.

9. **Tech-Savvy**: Proficient in using hotel management software and other technology to streamline tasks and improve guest experience.

10. **Positive Attitude**: Stay positive even during busy or challenging times, and always strive to provide excellent service to guests.

• for Shinta Mani Foundation class 2023/24 – and others 😉

1. Warm Welcome 😊
   Says hello with a smile 🙂
   Looks at the guests.
   Shows them to the table and gives the menu.

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2. Knows the Menu 📋
   Knows the food and drinks.
   Can say what is in the food.
   Can say: spicy 🌶️, sweet 🍰, no meat 🥗
   Helps guests choose.

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3. Watches Guests 👀
   Looks at the guests often.
   Sees when they need help.
   Does not come too often.

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4. Fast and Careful ⚡
   Listens and writes the order.
   Brings the right food 🍽️
   Does not forget things.

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5. Friendly and Polite 🙂
   Says “please” and “thank you.”
   Speaks in a nice way.
   Helps when there is a problem.

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6. Clean and Neat ✨
   Wears clean clothes.
   Has clean hands.
   Looks tidy.

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7. Teamwork 🤝
   Works with other staff.
   Talks to the kitchen.
   Helps others.

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8. Calm When Busy 💪
   Stays calm.
   Works step by step.
   Does not panic.

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9. Knows Guests ⭐
   Remembers guests.
   Knows what they like.
   Makes them feel special.

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10. Says Thank You 🙏
    Says thank you 😊
    Says goodbye.
    Guests feel happy.

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More details

1. Warm Welcome 😊

A good waiter or waitress always gives a warm welcome. They say hello with a big smile 🙂 and look at the guests. This makes guests feel comfortable from the first moment. The waiter speaks clearly and in a friendly voice. They ask simple questions like “How many people?” or “Table for two?” Then they show the guests to their table. They give the menu and give guests time to sit and relax. A good welcome is very important because it is the first impression. When guests feel good at the start, they enjoy their visit more 👍

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2. Knows the Menu 📋

A good waiter knows the menu well. They know the food and drinks and can talk about them in simple words. They can say what is in the food, for example meat, vegetables, or rice. They can also say if the food is spicy 🌶️, sweet 🍰, or has no meat 🥗. When guests ask questions, the waiter can answer in an easy way. They can also help guests choose food. For example, they can say, “This is very good” or “This is popular.” This helps guests feel sure and happy with their choice 😊

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3. Watches Guests 👀

A good waiter watches the guests all the time. They look to see if guests need something, like water, food, or help. They do not wait too long, but they also do not go to the table too often. They find the right time. For example, they come when guests finish their drinks or food. They also see small things, like empty glasses or a guest who wants to speak. This shows good service. When a waiter watches carefully, guests feel cared for and relaxed 😊

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4. Fast and Careful ⚡

A good waiter is fast but also careful. They listen to the guests and write the order correctly. They check the order before they go to the kitchen. This helps to stop mistakes. When the food is ready, they bring it quickly to the right table 🍽️. They remember who ordered what. They do not forget drinks or extra things. Even when it is busy, they try to be quick and correct. This makes service smooth and guests do not wait too long 👍

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5. Friendly and Polite 🙂

A good waiter is always friendly and polite. They use nice words like “please” and “thank you.” They speak in a calm and kind way. They smile and show respect to every guest. If there is a problem, they listen carefully and do not get angry. They say sorry and try to help. For example, they can change the food or call a manager. Guests feel good when the waiter is kind. Even small things, like a smile or a nice word, make a big difference 😊

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6. Clean and Neat ✨

A good waiter looks clean and neat at all times. They wear clean clothes and have clean hands. Their hair is tidy and they look ready to work. This is important because they work with food. Guests feel better when the waiter looks clean. It shows that the restaurant is professional. The waiter also keeps the table clean. They take away dirty plates and clean small messes. A clean look and a clean space help guests relax and enjoy their meal 😊

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7. Teamwork 🤝

A good waiter works well with the team. They talk to other waiters and the kitchen. They share information, for example about orders or special requests. When someone needs help, they help. This makes the work faster and easier. Good teamwork is very important in a busy restaurant. If the team works well together, guests get better service. There are fewer mistakes and less waiting time. A good waiter is not only good alone, but also good with others 👍

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8. Calm When Busy 💪

A good waiter stays calm when the restaurant is busy. There can be many guests, many orders, and a lot of noise. But the waiter does not panic. They work step by step and stay focused. They remember what to do first and what to do next. They keep a positive face and do not show stress. This helps the guests feel relaxed too. When a waiter is calm, the work is better and faster. Being calm is very important for good service 😊

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9. Knows Guests ⭐

A good waiter remembers guests who come often. They may remember their face, name, or favorite food. For example, they can say, “You like this dish” or “The same drink?” This makes guests feel special and important. Guests are happy when the waiter knows them. It feels friendly and personal. This can make guests come back again and again. Small things like this help build a good relationship between the waiter and the guest 😊

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10. Says Thank You 🙏

A good waiter always says thank you at the end. They smile 😊 and speak in a friendly way. They say goodbye and wish the guests a good day or evening. This is the last moment of the visit, so it is very important. Guests remember this feeling when they leave. If the goodbye is nice, guests feel happy and want to come back. A simple “Thank you, see you again” can make a big difference 👍

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Some reading comprehension

A. Read the text

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B. Match the headings:

Write the correct number.

A. Works with other people → ___
B. Says hello in a nice way → ___
C. Brings food fast and right → ___
D. Keeps clean → ___
E. Stays calm when busy → ___

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C. True or False

1. A good waiter does not smile. ___
2. A waiter should know the menu. ___
3. A waiter should come to the table all the time. ___
4. Clean clothes are important. ___
5. A waiter can forget orders. ___
6. Teamwork is important. ___
7. A waiter can be rude to guests. ___
8. Saying thank you is important. ___

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D. Choose the correct answer (a, b, or c)

1. A good waiter says:
   a) nothing
   b) hello
   c) goodbye only
2. When guests need help, the waiter:
   a) waits a long time
   b) ignores them
   c) goes to the table
3. When it is busy, a good waiter:
   a) panics
   b) stays calm
   c) leaves
4. A good waiter is:
   a) rude
   b) slow
   c) friendly

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E. Short answers

1. Name 2 things a waiter does at the table:
   → __________________________
2. Why is teamwork important?
   → __________________________
3. What does a waiter say at the end?
   → __________________________

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F. Speaking (Pair work) 🗣️

Ask your partner:

• Do you like good service? Why?
• What is important for you in a restaurant?

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Answer key

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B. Match the headings

A. Works with other people → 7
B. Says hello in a nice way → 1
C. Brings food fast and right → 4
D. Keeps clean → 6
E. Stays calm when busy → 8

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C. True or False

1. A good waiter does not smile. → F
2. A waiter should know the menu. → T
3. A waiter should come to the table all the time. → F
4. Clean clothes are important. → T
5. A waiter can forget orders. → F
6. Teamwork is important. → T
7. A waiter can be rude to guests. → F
8. Saying thank you is important. → T

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D. Choose the correct answer

1. A good waiter says: → b) hello
2. When guests need help, the waiter: → c) goes to the table
3. When it is busy, a good waiter: → b) stays calm
4. A good waiter is: → c) friendly

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E. Short answers (possible answers)

1. Name 2 things a waiter does at the table:
   → takes orders / brings food / brings drinks / helps guests
2. Why is teamwork important?
   → work is faster / fewer mistakes / better service
3. What does a waiter say at the end?
   → thank you / goodbye / see you again

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Role play activity –
with a partner

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Situation 1: Welcome Guests 😊

Student A = Waiter
Student B = Guest

Waiter:

• Say hello
• Ask how many people
• Show the table

Guest:

• Answer
• Say thank you

👉 Example:
“Hello!”
“Table for two?”
“This way, please.”

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Situation 2: Take an Order 📋

Waiter:

• Give the menu
• Ask: “What would you like?”
• Write the order

Guest:

• Order food and drink
• Ask a simple question

👉 Example:
“I would like chicken.”
“Is it spicy?”

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Situation 3: During the Meal 👀

Waiter:

• Ask: “Is everything ok?”
• Bring water or food

Guest:

• Ask for something
  👉 “More water, please.”

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Situation 4: Problem 😟

Guest:

• Say there is a problem
  👉 “This food is cold.”

Waiter:

• Say sorry
• Help

👉 “I’m sorry.”
“I bring new food.”

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Situation 5: Goodbye 🙏

Waiter:

• Say thank you
• Say goodbye

Guest:

• Answer

👉 “Thank you, goodbye!”
“See you again!”

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Extra Activity ⭐

Change roles and try again.
Try to:

• smile 😊
• speak clearly
• be friendly

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Some ideas, pieces of advice….

When searching for a job in hotel service, it’s important to consider several criteria to find a position that matches your skills, interests, and career goals. Here are some key factors to consider:

### 1. **Job Role**

– **Entry-Level Positions**: Since you’re starting, look for roles like receptionist, concierge, housekeeper, or bellhop.

– **Specialized Roles**: With your specialization, you might also consider roles in guest services, event coordination, or food and beverage service.

### 2. **Location**

– **Geographic Area**: Consider if you want to stay local, relocate within your country, or work abroad.

– **Tourist Destinations**: Cities or regions known for tourism often have more opportunities.

### 3. **Type of Establishment**

– **Hotels and Resorts**: These can range from budget to luxury, each offering different experiences and opportunities.

– **Boutique Hotels**: Smaller establishments often provide a more personalized working environment.

– **Chain Hotels**: Larger hotel chains may offer more structured career advancement opportunities.

### 4. **Work Environment**

– **Company Culture**: Research the company’s values and work culture to see if it aligns with your preferences.

– **Work Hours**: Consider if you’re willing to work night shifts, weekends, and holidays, which are common in the hospitality industry.

### 5. **Career Development**

– **Training Programs**: Look for employers that offer ongoing training and professional development.

– **Advancement Opportunities**: Check if the company has a clear path for career progression.

### 6. **Salary and Benefits**

– **Compensation**: Ensure the salary meets your financial needs.

– **Benefits**: Look for benefits such as health insurance, retirement plans, and employee discounts.

### 7. **Company Reputation**

– **Reviews and Ratings**: Read reviews from current and former employees.

– **Industry Standing**: Check if the hotel or hotel chain is well-regarded in the industry.

### 8. **Job Requirements**

– **Skills and Experience**: Match your skills and experience with the job requirements. Entry-level positions might not require extensive experience, but having relevant training is a plus.

– **Language Skills**: In tourism, knowing multiple languages can be advantageous.

### 9. **Personal Interests**

– **Area of Interest**: If you have a passion for certain aspects of hospitality, like event planning or guest services, target roles that align with these interests.

– **Work-Life Balance**: Consider how the job will fit into your personal life and commitments.

### 10. **Networking Opportunities**

– **Professional Networks**: Some hotels are part of larger networks that offer more opportunities for networking and career growth.

– **Industry Events**: Look for employers who participate in industry events and encourage employee involvement.

### Steps to Take:

1. **Update Your Resume**: Highlight your course, relevant skills, and any practical experience.

2. **Write a Cover Letter**: Tailor it to each job, emphasizing why you’re a good fit.

3. **Search Job Boards**: Use hospitality-specific job boards and general job search engines.

4. **Network**: Connect with professionals on LinkedIn and attend industry events.

5. **Apply**: Submit applications to multiple positions and follow up as needed.

6. **Prepare for Interviews**: Practice common interview questions and prepare to discuss your training and how it applies to the job.

By considering these criteria and taking proactive steps, you can increase your chances of finding a job that’s a great fit for your career in hotel service. Good luck!

some useful information

1. **Start with the Basics**:

– **Name**: Begin with the person’s name.

– **Age**: Mention their age if relevant.

– **Gender**: Note their gender if it is important to the description.

2. **Physical Appearance**:

– **Height**: Are they tall, short, or average?

– **Build**: Are they thin, muscular, or heavy?

– **Hair**: Describe the color, length, and style of their hair.

– **Eyes**: Mention the color and any distinctive features.

– **Other Features**: Include any noticeable features like glasses, freckles, or a beard.

3. **Clothing**:

– Describe what the person is wearing. Mention the color and type of clothing (e.g., a blue shirt, black pants, red dress).

4. **Personality**:

– Use simple adjectives to describe their personality. Are they friendly, shy, funny, serious, kind, or talkative?

5. **Actions or Habits**:

– Mention any actions or habits that are characteristic of them. Do they smile a lot, walk quickly, or always read books?

### Example Description:

1. **Name**: The person’s name is John.

2. **Age**: He is 25 years old.

3. **Gender**: He is a man.

4. **Physical Appearance**:

– **Height**: John is tall.

– **Build**: He is thin.

– **Hair**: He has short, brown hair.

– **Eyes**: His eyes are green.

– **Other Features**: He wears glasses.

5. **Clothing**:

– John is wearing a white t-shirt and blue jeans.

6. **Personality**:

– John is very friendly and always smiling.

7. **Actions or Habits**:

– He likes to read books and often carries one with him.

By following these steps, you can create a clear and simple description of a person.

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An example:
Oum, a little girl

My friend Oum is a young girl. She is 12 years old. Oum is short and thin. She has long, black hair that she often ties in a ponytail. Her eyes are dark brown and they always look bright and happy. She has a big smile that makes everyone around her feel good.

Oum likes to wear colorful clothes. Today, she is wearing a pink dress with white shoes. She always dresses nicely and takes good care of her clothes.

Oum is very friendly and kind. She likes to help others and is always ready to lend a hand. She is also very smart and does well in school. Her favorite subject is math. Oum enjoys solving problems and learning new things.

In her free time, Oum loves to read books. She also enjoys playing outside with her friends. They often play games like tag and hide-and-seek. Oum is very good at running and is usually the fastest one in our group.

Oum has a special habit of humming when she is happy. You can often hear her humming a tune while she walks or does her homework. It is a pleasant sound that makes everyone smile.

Oum is a wonderful friend. She is always cheerful and makes everyone feel happy. I am glad to have her as my friend.“
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Now try yourself, describe you mom, father, a sibbling, a friend……

If you want you can send me your description via SMFrockZ(at)gmx(dot)at, I#ll have a look at it and forward some advice, if necessary.

Shinta Mani Foundation class 2023/24 – great youngsters

wer

Every morning, Oum wakes up and washes her face and brushes her teeth.

Then she gets dressed and eats breakfast.

She loves chatting with her family about the day ahead.

After breakfast, she catches the school bus.

Oum enjoys the ride.

At school she meets her friends and learns new things.

It’s always an exciting day for Oum!
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FORM QUESTIONS TO WHICH THE FOLLOWING WORD/S IS/ARE THE ANSWER:

a) every morning

b) her teeth

c) breakfast

d) after breakfast

e) the school bus

f) chatting with her family

g) about the day ahead

h) school

i) her

j) new things

If you want you can send me your questions via SMFrockZ(at)gmx(dot)at, I#ll have a look and forward some advice, if necessary.

PS: a useful link

some ideas………

When a guest complains about the service in the restaurant via email, it’s important to respond promptly and professionally to address their concerns and ensure their satisfaction. Here’s a suggested approach:

1. **Acknowledge the Complaint**: Start by acknowledging the guest’s complaint and expressing your sincere apologies for any inconvenience or dissatisfaction they experienced. Let them know that their feedback is valuable and that you take their concerns seriously.

2. **Express Empathy**: Show empathy towards the guest’s experience. Let them know that you understand their frustration and assure them that you’re committed to resolving the issue to their satisfaction.

3. **Investigate**: Take the time to investigate the specifics of the complaint. Reach out to the restaurant staff or review any available records to understand what may have gone wrong during the guest’s visit.

4. **Offer Solutions**: Based on your investigation, propose specific solutions to address the guest’s concerns. This might include offering a complimentary meal or drink, providing a discount on their next visit, or any other gesture of goodwill that you believe would help remedy the situation.

5. **Assure Improvement**: Assure the guest that you will take steps to prevent similar issues from occurring in the future. This might involve additional training for restaurant staff, implementing new procedures, or addressing any underlying issues that contributed to the poor service.

6. **Follow-Up**: After implementing any necessary actions, follow up with the guest to ensure that they are satisfied with the resolution. Invite them to provide any further feedback or suggestions for improvement.

7. **Thank Them**: Finally, thank the guest for bringing their concerns to your attention and for giving you the opportunity to address them. Reiterate your commitment to providing exceptional service and ensuring that they have a positive experience during their stay at your hotel.

By following these steps, you can demonstrate your commitment to guest satisfaction and turn a negative experience into an opportunity to showcase your dedication to providing exceptional service.

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Your email could look like this:


Subject: Apologies for Your Recent Restaurant Experience

Dear [Guest’s Name],

I hope this email finds you well.

I wanted to personally reach out to express my sincere apologies for the less than satisfactory experience you had at our restaurant during your recent visit to our hotel. Your feedback is incredibly valuable to us, and we appreciate you taking the time to bring this matter to our attention.

I understand how important it is to enjoy exceptional service during your dining experience, and I regret to learn that we fell short of meeting your expectations on this occasion. Please know that this is not indicative of the level of service we strive to provide to all of our guests.

Upon receiving your feedback, I immediately took steps to investigate the situation further. Rest assured, I have addressed the matter with our restaurant team to ensure that necessary improvements are made to prevent similar issues from occurring in the future.

In an effort to make amends for the inconvenience you experienced, I would like to offer you [specific compensation, such as a complimentary meal or drink during your next visit]. Additionally, I would be more than happy to personally oversee your dining experience to ensure that it exceeds your expectations.

Once again, please accept my sincerest apologies for the service lapse you encountered. We truly value your patronage and hope to have the opportunity to restore your faith in our restaurant and hotel.

Thank you for your understanding and for giving us the chance to make things right. Should you have any further questions or concerns, please do not hesitate to contact me directly at [your contact information].

Warm regards,

[Your Name]

[Your Position]

[Hotel Name]

some background information on Austria


Austria is a fantastic country with lots of things to love.

First, it has stunning natural beauty. The Alps, with their tall ________________ and sparkling lakes, are breathtaking. You can hike, ski, or just enjoy the scenery.

Second, Austria is full of history and culture. ________________ like Vienna and Salzburg have beautiful old buildings, museums, and music. Mozart was born in Austria!

Third, the food in Austria is ________________. You can try Wiener Schnitzel, a tasty breaded meat dish, or Apfelstrudel, a sweet apple pastry. And don’t forget the famous Viennese coffee!

Austria is also very safe and clean, so you can _______________ without worries. People are friendly and welcoming, too.

Throughout the year, Austria hosts fun _______________ and events. The Christmas markets are magical, and there are music festivals in the summer.

Overall, Austria is a wonderful place to visit because of its natural beauty, rich culture, delicious ________________, safety, and friendly people. Whether you love ________________ adventures, history and art, or just good food, Austria has something for everyone to enjoy.

FILL IN:

festivals – cities – outdoor – mountains – explore – amazing – food

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Some words defined:

1. **Stunning**: Very, very pretty. Like when you see something so beautiful, it makes you stop and look.

2. **Breathtaking**: When something is so amazing, it feels like it takes your breath away. Like when you see a view that’s so pretty, it feels like you can’t breathe.

3. **Scenery**: The things you see around you, like mountains, lakes, trees, and so on. It’s like the background of a painting.

4. **Hike**: To go for a walk in nature, usually on trails or paths in the mountains or forests. It’s like going on an adventure walk.

5. **Sparkling**: Shiny and bright, like when the sun reflects off something and makes it look like it’s covered in tiny lights.

6. **Tasty**: When food or drinks are really good and make your mouth happy. It’s like when you eat something and think, „Yum!“

7. **Breaded**: When food is covered in breadcrumbs and then cooked. It’s like when you make chicken nuggets with a crispy outside.

8. **Pastry**: A sweet food made from dough, usually with fruit or cream inside. It’s like a yummy dessert.

9. **Magical**: Something that feels like it’s from a fairy tale or a dream, with special and wonderful things happening.

10. **Welcoming**: When someone is friendly and happy to see you, making you feel like you belong there.

11. **Hosts**: When someone organizes and takes care of an event or a party, making sure everyone has a good time.

12. **Overall**: Looking at everything together as a whole, considering all parts of something.

13. **Adventure**: Doing something exciting and new, like exploring a new place or trying a fun activity. It’s like going on a big, fun journey.

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Words from the text above – what is the phrase we are looking for?

a poem

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Let’s celebrate Earth, our home so wide,
With oceans deep and mountains high.
We breathe her air, we walk her ground,
Her beauty and life are all around.

But she needs care, not just our praise,
So plant a tree, change your ways.
Recycle, walk, and waste much less—
A cleaner world is true success.

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