Kategorie: WCJ

🏨 Upselling in the hotel business – how to…………., opportunities, part 3/6 (A2)🏨
- common upselling opportunities
Ways Hotels Can Upsell

Hotels can offer guests more services and better experiences for a small extra cost. This is called upselling. Upselling can make guests happy and help the hotel earn more money. There are many ways hotels can do upselling. Here are the most common ways:

1. Room Upgrades

Hotels can offer guests a better room than the one they booked. For example, a guest may book a standard room, but the hotel can offer a deluxe room or a suite.

The hotel can explain the benefits of the better room. For example: it may have a nice view, a balcony, a bigger bed, or be on a higher floor.

Receptionists can say things like:

“For only $25 more per night, you can stay in a deluxe room with a sea view and a bigger bathroom. Would you like to upgrade?”

Room upgrades are popular because guests enjoy more comfort and a better experience during their stay.

2. Meal Plans and Dining

Hotels can offer different meal options. Guests may want breakfast only, half-board (breakfast and one more meal), or full-board (all meals included).

Hotels can also suggest special dining experiences. For example, a rooftop dinner, a candlelight meal, or a buffet with many dishes.

Receptionists can say:
“Would you like to add our breakfast buffet for $10 per person? It includes fresh fruit, pastries, and hot dishes.”

Meal plans and special dining make the guest’s stay more enjoyable. Guests often like trying new food and special meals.

3. Spa and Wellness Services

Hotels can offer relaxing services to guests. This can include a massage, a facial, or a body scrub.

They can also offer wellness packages for couples or families. Packages can include more than one service for a special price.

Receptionists can say:
“We have a spa special today: a 60-minute Thai massage for $25. Would you like to try it after check-in?”

Spa and wellness services help guests relax and feel comfortable, and many people enjoy this extra attention.

4. Transportation and Tours

Hotels can help guests with transportation. They can offer a private airport transfer instead of a shared shuttle. This is faster and more comfortable.

Hotels can also suggest local tours or cultural experiences, like city tours, museum visits, or car rentals.

Receptionists can say:
“Would you prefer a private car to the airport tomorrow? It is faster and more comfortable.”

Transportation and tours are helpful because guests can enjoy the city more easily.

5. Early Check-in or Late Check-out

Hotels can offer more flexible times for guests. Some guests arrive early in the morning, and some leave late in the evening.

Receptionists can offer:
“Your flight is in the evening. Would you like to keep your room until 4 PM for an extra $15?”

This is useful for guests because they do not have to wait or leave early, and it helps the hotel earn extra income.

6. In-room Amenities and Special Setups

Hotels can make the guest’s room more special. They can offer flowers, cake, or room decoration for birthdays, anniversaries, or honeymoons.

Receptionists can ask:
“Would you like us to prepare a romantic decoration with flowers and candles for your anniversary?”

This service makes guests feel special and appreciated. It also creates memorable experiences.

7. Event or Meeting Packages

For business guests, hotels can offer special upgrades for meetings or events.

For example, hotels can offer larger meeting rooms, coffee breaks, special equipment, or projector and screen packages.

This helps business guests have a comfortable and professional experience. It also helps the hotel earn more from corporate clients.

Conclusion

Hotels can upsell in many ways. Room upgrades, meal plans, spa services, transportation, flexible times, in-room amenities, and meeting packages are all common examples.

Upselling is good for guests because it gives them more comfort and better experiences. It is also good for the hotel because it increases revenue and guest satisfaction.

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Multiple choice, one answer correct:
1. What is upselling in a hotel?
  a) Offering something extra for guests
  b) Giving free towels to guests
  c) Asking guests to leave early
2. What can hotels offer as a room upgrade?
  a) Extra pillows for free
  b) A bigger bed or higher floor
  c) Free breakfast in the room
3. Why do hotels suggest room upgrades?
  a) Guests enjoy a better stay
  b) Guests clean rooms faster
  c) Guests pay less money
4. What is included in a meal plan upsell?
  a) Free tea and water
  b) Free towels in the room
  c) Breakfast or half-board meals
5. What is a special dining upsell?
  a) Candlelight dinner offer
  b) Room cleaning service
  c) Extra bed in the room
6. What can hotels offer in spa services?
  a) Free shower in the room
  b) Massage or facial for guests
  c) Extra towels in the room
7. Who can use wellness packages?
  a) Couples or families visiting
  b) Hotel staff members only
  c) Cleaning team in the hotel
8. What is a transportation upsell?
  a) Free bus ticket to city
  b) Private car to the airport
  c) Free water in the room
9. What can hotels offer for tours?
  a) Free maps at reception
  b) Extra beds in the room
  c) City or cultural tours
10. What is a late check-out?
  a) Cleaning the room late
  b) Free drinks at the lobby
  c) Leaving the room later than usual
11. Why do hotels offer in-room amenities?
  a) To make guests feel special
  b) To reduce hotel costs
  c) To speed up cleaning
12. What is a personalized upsell?
  a) Free towels and soap
  b) Services that match guest needs
  c) Services for staff only
13. Why are meeting packages offered?
  a) To reduce guest comfort
  b) To save the hotel money
  c) To help business guests
14. How should staff do upselling?
  a) Friendly, helpful, professional
  b) Ask all guests to pay more
  c) Ignore guest requests
15. Why is upselling good for the hotel?
  a) Guests pay less money
  b) Guests enjoy extra services
  c) Staff can work faster
______________
Answers:

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

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Interview: Common Upselling Opportunities in Hotels

Interviewer: Good morning! Can you tell us what upselling is?
Expert: Good morning! Upselling is offering guests something extra or better for a small cost.

Interviewer: What is one common upselling opportunity?
Expert: Hotels often offer room upgrades to a bigger or better room.

Interviewer: How do meal plans work for upselling?
Expert: Guests can pay a little more for breakfast, half-board, or full-board meals.

Interviewer: Can hotels offer special dining experiences?
Expert: Yes, hotels can offer candlelight dinners or rooftop meals for an extra cost.

Interviewer: What about spa services?
Expert: Hotels can offer massages, facials, or wellness packages.

Interviewer: Who usually uses wellness packages?
Expert: Couples and families often use these packages.

Interviewer: Are transportation services an upselling opportunity?
Expert: Yes, hotels can offer private airport transfer or local tours.

Interviewer: Can guests get more flexible check-in or check-out times?
Expert: Yes, hotels can offer early check-in or late check-out for extra money.

Interviewer: Are there in-room upsells?
Expert: Yes, hotels can offer flowers, cakes, or room decorations for special occasions.

Interviewer: Can business guests benefit from upselling?
Expert: Yes, hotels offer meeting packages, bigger rooms, or coffee breaks for business guests.

Interviewer: Why do hotels use upselling?
Expert: Upselling helps hotels earn more money and make guests happy.

Interviewer: Does upselling help guests feel special?
Expert: Yes, it gives guests a better and personal experience.

Interviewer: How should hotel staff perform upselling?
Expert: Staff should be friendly, helpful, and professional.

Interviewer: What is the main benefit for guests?
Expert: Guests enjoy extra comfort and better service.

_________________________

Reading comprehension questions:
1. Who is interviewed?
2. What is upselling?
3. Name one common upselling opportunity.
4. How can hotels offer meal plans?
5. Name one special dining upsell.
6. What can hotels offer in spa services?
7. Who uses wellness packages?
8. What is a transportation upsell?
9. Can guests get flexible check-in or check-out?
10. Name one in-room upsell.
11. How can business guests benefit?
12. Why do hotels use upselling?
13. Does upselling make guests feel special?
14. How should staff perform upselling?
______________________

Answers:
1. An expert
2. Offering guests something extra or better for a small cost
3. Room upgrades
4. Guests can pay more for breakfast, half-board, or full-board meals
5. Candlelight dinners or rooftop meals
6. Massages, facials, or wellness packages
7. Couples and families
8. Private airport transfer or local tours
9. Yes, guests can pay for early check-in or late check-out
10. Flowers, cakes, or room decorations
11. Meeting packages, bigger rooms, or coffee breaks
12. To earn more money and make guests happy
13. Yes, it gives a better and personal experience
14. Friendly, helpful, and professional
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1. Room Upgrades

Dialogue: Upselling for a Business Guest

Receptionist: Good afternoon! Welcome to Sunshine Hotel. How can I help you today?

Guest: Hello. I have a reservation for a regular room. My name is Mr. Lewis.

Receptionist: Thank you, Mr. Lewis. Let me check your booking… Yes, I see your reservation. You booked a standard room.

Guest: Yes, that’s right. I’m here on a working holiday.

Receptionist: Oh, I see. So, you will be working a bit and also enjoying your trip.

Guest: Exactly. I have some meetings and a few days to relax.

Receptionist: That’s good. I want to mention, we have a room that might suit your needs better. It’s a deluxe room with a desk and quiet space. This can be useful if you need to work comfortably.

Guest: How much extra is that?

Receptionist: Only $20 more per night. The room is a bit bigger, very quiet, and has a good workspace and fast Wi-Fi. It can make working easier and more comfortable.

Guest: Hmm, that sounds interesting.

Receptionist: If you like, you can try it for your stay. But your standard room is also very nice. There is no problem if you prefer it.

Guest: I see. I think I will take the deluxe room. It seems useful for my meetings.

Receptionist: Great! I will upgrade your room. You will have a quiet space, a bigger desk, and very comfortable Wi-Fi.

Guest: Perfect, thank you.

Receptionist: You are welcome! Also, if you need anything else for work, like printing or meeting support, feel free to ask.

Guest: I will. Thank you for your help.

Receptionist: Enjoy your stay, Mr. Lewis. I hope you have a productive and pleasant trip!

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✅ Notes on this dialogue:
- The upsell is friendly, not pushy.
- Focused on the guest’s needs (business, working holiday).
- Professional and A2-level English.
- Gives benefits without pressure.
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Dialogue: Family Check-in and Gentle Upselling

Receptionist: Good afternoon! Welcome to Sunshine Hotel. How was your journey?

Guest (Parent): Hello! It was good, thank you. We are happy to be here with our children.

Receptionist: Wonderful! We are very happy to have you and your family. Here at the front desk, I have some chocolate and candy for the kids. Please enjoy!

Child 1: Wow! Thank you!

Child 2: Yum! I like chocolate!

Receptionist: I’m glad you like it! While you enjoy a little treat, I can tell you about some fun activities for children in our hotel. We have a kids’ playroom, a swimming pool with small slides, and a craft corner where they can make art and play games.

Guest (Parent): That sounds very nice. Our children will enjoy that.

Receptionist: Yes, we hope they will have a great time. Also, we have special meals for children in our restaurant. You can order smaller portions, and the menu has fun shapes and healthy options.

Guest (Parent): Oh, that is perfect for them.

Receptionist: Great! Now, I see you booked a regular family room. If you like, we have another room that is a little bigger and has two separate sleeping areas for children and parents. It gives more space for everyone.

Guest (Parent): How much extra would that cost?

Receptionist: Only $20 more per night. Many families like this room because it is comfortable, and the children have their own space to play and sleep. Of course, it is your choice, and your regular room is ready too.

Guest (Parent): Let us think… It does sound nice, but we can start with our room first.

Receptionist: Absolutely! No problem at all. Your room is ready, and if you want to change later, just let us know.

Child 1: Can we go to the pool now?

Receptionist: Of course! The pool is open from 8 AM to 8 PM. Don’t forget to try the kids’ activities later, too.

Guest (Parent): Thank you very much. The children are very happy already.

Receptionist: You’re welcome! We are happy to make your stay fun and comfortable. Enjoy your stay!

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✅This dialogue includes:
- Gentle upselling (bigger family room) without pushing
- Chocolates and candy for the children, with happy reactions
- Kids’ activities (playroom, pool, craft corner)
- Special meals for children
- True A2 language, friendly and natural
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Dialogue: Honeymoon Check-in and Gentle Upselling

Receptionist: Good afternoon! Welcome to Sunshine Hotel. How was your trip?

Guest (Husband): Hello! It was very nice. We are here for our honeymoon.

Receptionist: Oh, congratulations! That is wonderful news! We are very happy to have you celebrate your honeymoon with us.

Guest (Wife): Thank you! We are excited to be here.

Receptionist: I’m sure you will have a lovely stay. Since it is your honeymoon, I want to mention something special. We have a honeymoon suite available. It has a bigger bed, a beautiful view, a private sitting area, and every evening a surprise — a small culinary delight for you to enjoy together.

Guest (Husband): Oh, really? That sounds amazing.

Receptionist: Yes! And if you choose the honeymoon suite, we also include a candlelight dinner for two at our restaurant tonight. It is a special offer just for couples like you.

Guest (Wife): That sounds perfect! How much extra is it?

Receptionist: Only $30 more per night for the suite and the special dinner. Of course, it is your choice, and your current room is ready too.

Guest (Husband): Let’s do it! The suite with the dinner and evening surprise sounds wonderful.

Receptionist: Wonderful! I will update your booking to the honeymoon suite. You will love the view, the private sitting area, the candlelight dinner, and the evening culinary surprises.

Guest (Wife): Thank you very much! This is very thoughtful.

Receptionist: You’re very welcome! Congratulations again, and we hope your stay is romantic and memorable.

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✅ New elements added:
- Private sitting area in the honeymoon suite
- Evening surprise: culinary delight
- Gentle upselling with clear benefits for honeymoon couples
- True A2-friendly, professional, and friendly language
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Dialogue: Personalized Upgrade for a Regular Guest

Receptionist: Good afternoon! Welcome back to Sunshine Hotel. It’s great to see you again. How have you been?

Guest: Hello! I’m doing well, thank you. It’s nice to be back.

Receptionist: We are happy to have you again. I remember that you like quiet rooms with a view, and you prefer rooms with a larger bathroom.

Guest: Yes, that’s right. It makes my stay much more comfortable.

Receptionist: I have a suggestion for you. We have a deluxe room available today. It is very quiet, has a great view, and a bigger bathroom — just what you like.

Guest: Oh, really? That sounds nice.

Receptionist: Yes, and it’s only $20 more per night. Many of our regular guests enjoy this upgrade because it meets their personal preferences.

Guest: That does sound good. I like the view and the quiet.

Receptionist: Great! If you’d like, I can prepare your room now. I can also leave some chocolate and a welcome drink, just as you enjoy.

Guest: Perfect! Thank you. I appreciate that you remember my preferences.

Receptionist: You’re very welcome! We always try to make your stay as comfortable as possible. I hope you enjoy your upgrade and have a relaxing visit.

Guest: I’m sure I will. Thank you!

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✅Key points included:
- Personalized upselling based on guest’s known likes and dislikes
- Gentle offer with no pressure
- Upgrade benefits clearly stated (quiet room, view, larger bathroom)
- Added personal touch with chocolate and welcome drink
- True A2-level dialogue, friendly and professional
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Dialogue 1: Regular Guest with Known Dislikes [PS: could be me 😉 ]

Receptionist: Good afternoon! Welcome back to Sunshine Hotel. It’s nice to see you again.

Guest: Hello! Thank you. It’s good to be back.

Receptionist: We are happy to have you again. I remember that you like quiet rooms, but you don’t like rooms near the elevator.

Guest: Yes, that’s right. I cannot sleep well if the room is too noisy.

Receptionist: No problem. Today, I can offer you a deluxe room on the upper floor, far from the elevator. It is quiet, has a nice view, and a bigger bathroom.

Guest: That sounds perfect!

Receptionist: It is only $20 extra per night. Of course, your regular room is ready too if you prefer.

Guest: No, I think I will take the upgrade. I like quiet rooms and a good view.

Receptionist: Excellent! I will prepare it for you. I also left some chocolate and a welcome drink, just like last time.

Guest: That’s very thoughtful. Thank you!

Receptionist: You’re welcome! We always try to make your stay comfortable and enjoyable.

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✅Key points included:
- Personalized upselling avoiding dislikes
- Gentle, friendly offer, no pressure
- Benefits clearly mentioned: quiet room, view, bigger bathroom
- Small personal touch: chocolate and welcome drink
- True A2-level dialogue
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Dialogue 2: Combined Check-in – Honeymoon Couple + Family

Receptionist: Good afternoon! Welcome to Sunshine Hotel. It’s great to see you all today.

Guest (Husband, Couple): Hello! We are here for our honeymoon.

Guest (Parent, Family): Hi! We booked a regular family room.

Receptionist: Wonderful! Congratulations on your honeymoon! And welcome back to you as well. We are happy to have everyone here.

Receptionist (to kids): I have some chocolate and candy for you. Please enjoy!

Child 1: Wow! Thank you!

Child 2: Yummy!

Receptionist (to parents): While the kids enjoy a treat, I can tell you about our hotel activities. We have a playroom, a swimming pool with small slides, and a craft corner for children. We also have special meals for kids with fun shapes and healthy options.

Parent: That sounds perfect. The children will love it.

Receptionist (to honeymoon couple): Since it is your honeymoon, we have a special offer. We have a honeymoon suite available. It has a bigger bed, a private sitting area, and every evening a small culinary surprise. If you take this suite, we also include a candlelight dinner for two tonight.

Wife: That sounds amazing!

Receptionist: It’s only $30 more per night. Of course, your regular room is ready too if you prefer.

Husband: Let’s take the suite! The candlelight dinner and evening surprise sound perfect.

Receptionist (to family): For your family, we have a bigger family room available with extra beds and more space for the children to play. It’s only $20 more per night.

Parent: That does sound good. Let’s take the upgrade.

Receptionist: Excellent! I will prepare both rooms. Don’t forget, kids can enjoy the pool and craft corner, and the couple will have the romantic dinner tonight.

Child 1: Can we go swimming now?

Receptionist: Of course! The pool is open from 8 AM to 8 PM.

Wife: Thank you! This is going to be a wonderful stay.

Receptionist: You’re very welcome! We hope everyone enjoys your stay and has a fun and memorable time.

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✅Key points included:
- Gentle upselling for both honeymoon couple and family
- Chocolates for children, happy reactions
- Kids’ activities (pool, craft corner, playroom)
- Special meals for children
- Romantic extras for couple: honeymoon suite, private sitting area, candlelight dinner, evening culinary surprise
- True A2-level dialogue, friendly and professional, no pushy language
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Dialogue: Couple Check-in with Specific Preferences [PS: could be me 😉 ]

Receptionist: Good afternoon! Welcome to Sunshine Hotel. How was your journey?

Guest (Husband): Hello! It was good, thank you. We are here for five days.

Receptionist: Wonderful! We are happy to have you. Do you have any special preferences for your room?

Guest (Wife): Yes. We like a quiet room. Not near the elevator, not near the restaurant, and definitely not near the kitchen.

Guest (Husband): And we do not want a room with a connecting door to another room.

Receptionist: I understand. Let me check… We have a deluxe room on the top floor at the end of the hall. It is quiet, away from the elevator, the restaurant, and the kitchen. There is no connecting door, and fewer rooms are next to it.

Guest (Wife): That sounds perfect.

Receptionist: Excellent! It is available for your five-night stay.

Guest (Husband): Thank you. We like quiet rooms.

Receptionist: You’re welcome! If you like, we also have a room with a slightly larger space and a small balcony. It is on the same floor and just $20 more per night. Many guests enjoy this upgrade for longer stays.

Guest (Wife): Hmm… The quiet and location are most important to us.

Receptionist: Of course. Your current room meets all your preferences. The upgrade is optional.

Guest (Husband): No, we will take the quiet room you suggested.

Receptionist: Perfect! I will prepare it for you. Here are your keys. If you need anything during your stay, please let us know.

Guest (Wife): Thank you. We are very happy with this room.

Receptionist: You’re very welcome! Enjoy your five-day stay. We hope it will be quiet and comfortable.

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✅Key points included:
- Guest-specific preferences carefully respected (quiet, away from elevator, restaurant, kitchen, no connecting door, top floor, end of hall)
- Gentle upselling offered (larger room with balcony) without pressure
- Clear, friendly A2-level language
- Professional and welcoming tone
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2. Meal plans and dining

Dialogue: Meal Plans and Dining Upselling

Receptionist: Good afternoon! Welcome to Sunshine Hotel. How was your trip?

Guest: Hello! It was good, thank you.

Receptionist: Wonderful! I see you booked a room only. Did you know we offer meal plans here at the hotel?

Guest: Meal plans? What do you mean?

Receptionist: Yes. You can add breakfast, half-board, or full-board meals during your stay. Many guests find it very convenient.

Guest: Oh, I see. What is included in breakfast?

Receptionist: Our breakfast buffet has fresh fruit, pastries, hot dishes, and coffee or tea. We also have vegan and gluten-free options so everyone can enjoy a meal.

Guest: That sounds great!

Receptionist: If you like, we also have special dining experiences, like a candlelight dinner, rooftop dinner, or themed buffet. They are optional, but many guests enjoy trying them at least once.

Guest: Hmm… That sounds interesting.

Receptionist: For example, if you add the half-board plan, it includes breakfast and one dinner. You can try our rooftop restaurant with a view. It is only $15 extra per person per day.

Guest: That seems reasonable.

Receptionist: And for children, we have fun meals shaped like animals or stars, healthy and tasty. Children under six years old eat from the buffet for free, so it is very convenient for families.

Guest: Oh, that is perfect! Our little one will enjoy that.

Receptionist: Great! Would you like me to add the half-board meal plan for your stay? It makes dining easy and lets you enjoy the hotel’s restaurant fully.

Guest: Yes, please. That would be perfect.

Receptionist: Excellent! I will update your booking. Your meals will be ready from tomorrow morning, including vegan and gluten-free options, and the buffet for children under six.

Guest: Thank you very much.

Receptionist: You’re welcome! We hope you enjoy your meals and your stay.

____________________________

✅ Key Updates:
- Children under 6 eat from the buffet for free
- Vegan and gluten-free options included
- A2-level, natural and friendly
- Gentle upselling, no pressure
- Family-friendly and professional
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3. Spa and wellness services

Dialogue: Honeymoon Couple – Romantic Beach Dinner Upselling

Receptionist: Good afternoon! Welcome to Sunshine Hotel. How was your trip?

Guest (Husband): Hello! It was very good. We are here for our honeymoon.

Guest (Wife): Yes, it’s our first time here.

Receptionist: Congratulations! That is wonderful news. We are very happy to have you celebrate your honeymoon with us.

Guest (Wife): Thank you! We are excited.

Receptionist: I want to tell you about something very special for honeymoon couples. We can arrange a private dinner on the beach, in a quiet area, just for the two of you. The table is decorated with lights and candles, and you can hear only the waves around you.

Guest (Husband): That sounds amazing.

Receptionist: Yes! It is a very romantic experience. You will have your own table, away from other guests, with a beautiful view of the sea. We prepare a special menu for the evening.

Guest (Wife): Wow! That is perfect for our honeymoon.

Receptionist: If you would like, I can reserve it for one evening during your stay. It is $50 for the private dinner, including the decorations and special setting. Of course, your regular dining plan is ready too.

Guest (Husband): We like the sound of the waves and being alone. Let’s do it!

Receptionist: Excellent! I will arrange everything. The lights, candles, and special dinner will be ready for you. You will have a quiet and romantic evening.

Guest (Wife): Thank you very much. This is very thoughtful.

Receptionist: You’re very welcome! We hope this dinner makes your honeymoon unforgettable.

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✅ Key Points Included:
- Gentle upselling for a romantic experience
- Private beach dinner with lights, candles, quiet, and sounds of waves
- Special menu prepared
- Optional, no pressure on the couple
- True A2-friendly dialogue
- Focused on creating a personalized, romantic experience
#################

Dialogue: Spa Reception – Massage with Optional Extras and Price Mention

Receptionist: Good afternoon! Welcome to Sunshine Spa. How can I help you today?

Guest: Hello! I would like a simple massage, please.

Receptionist: Of course! We have a few options. You can choose a relaxing Swedish massage, a deep tissue massage, or an aromatic massage.

Guest: What is the difference?

Receptionist: The Swedish massage is gentle and relaxing. The deep tissue massage focuses on muscles and tension. The aromatic massage uses essential oils with relaxing scents.

Guest: Hmm… I think I just want something relaxing.

Receptionist: Perfect. For the aromatic massage, you can choose from lavender, citrus, or peppermint oils. Each scent helps you feel calm and refreshed.

Guest: I like lavender.

Receptionist: Excellent choice! Lavender is very relaxing. Would you like a 30-minute or 60-minute massage?

Guest: 60 minutes, please.

Receptionist: Great! One more thing — would you like relaxing background music during your massage? Many guests enjoy it.

Guest: Yes, that sounds nice.

Receptionist: Wonderful! Also, if you want extra services, like a facial or a body scrub, I can arrange them for you. Just to let you know, each extra service costs $25. I will only suggest it if you ask or choose it, so there is no pressure.

Guest: Okay, I just want the massage for now.

Receptionist: Perfect! I will prepare your room with lavender oil and soft music. Please follow me.

Guest: Thank you! I am looking forward to it.

Receptionist: You’re welcome! Enjoy your massage and relax.

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✅Key Points Included:
- Gentle upselling: massage types, oils, scents, music
- Extra services clearly mention the price ($25)
- Guest chooses naturally, no pressure
- True A2-level, friendly, professional dialogue
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Dialogue: Front Desk – Sauna & Massage for Tired Couple, Price on Request

Receptionist: Good evening! Welcome back to Sunshine Hotel. You both look a little tired. How was your cultural tour today?

Guest (Husband): Hello! It was amazing, but very long. We are a bit tired.

Guest (Wife): Yes, lots of walking and visiting places.

Receptionist: I can imagine! You worked hard today. To help you relax and regain energy, may I suggest our sauna and massage package? Many guests love it after a long day.

Guest (Husband): That sounds nice. How much is it?

Receptionist: The package is $80 per person, and tonight we can offer a 10% discount for you.

Guest (Wife): Oh, that is very good. We would like to do it.

Receptionist: Perfect! When would you like to start with the sauna?

Guest (Husband): Maybe in about 30 minutes?

Receptionist: Excellent. The massage will start right after the sauna, in the same room. We can make it romantic with candlelight for you both. Each of you will have a therapist.

Guest (Wife): That sounds wonderful.

Receptionist: Also, would you like a male or female therapist for each of you?

Guest (Husband): I would like a male, and my wife will have a female.

Receptionist: Very well. I will prepare the room with candles and soft lighting, and your therapists will be ready after the sauna. You can enjoy the sauna first and then the massage together in the same room.

Guest (Wife): Thank you! We are really looking forward to it.

Receptionist: You’re very welcome! Relax, enjoy, and let us take care of everything.

✅ Key Points Included:
- Friendly welcome and recognition of tiredness
- Gentle upselling: sauna + massage package
- Price mentioned only on guests’ request ($80 per person, 10% discount)
- Romantic setup: candlelight, same room
- Choice of male or female therapist
- True A2-level, professional, and detailed dialogue
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[to be honest, as a guest I wouldn’t like to be offered such a compact package below, in such a short time;-) ]

Full Guest Experience Dialogue – Room, Dinner, and Spa

Receptionist: Good afternoon! Welcome to Sunshine Hotel. How was your trip?

Guest (Husband): Hello! It was very good, thank you.

Guest (Wife): Yes, we are happy to be here.

Receptionist: Wonderful! I see you booked a standard room. Would you like to upgrade to a bigger room or a room with a view? Many guests enjoy it.

Guest (Husband): How much extra is it?

Receptionist: It is $25 per night. You will get a bigger bed, better view, and more space.

Guest (Wife): That sounds nice. Let’s do it.

Receptionist: Perfect! Your room is now upgraded. Also, we have meal plans. You can add breakfast, half-board, or full-board.

Guest (Husband): What is included in breakfast?

Receptionist: Our buffet has fresh fruit, pastries, hot dishes, coffee, and tea. We also have vegan and gluten-free options. Children under six eat from the buffet for free.

Guest (Wife): Oh, that is very convenient. We have a little child.

Receptionist: Great! Would you like to add the half-board plan? It includes breakfast and one dinner each day.

Guest (Husband): Yes, please.

Receptionist: Excellent! Now, after your long day, you may want to relax at our spa. We have a sauna and massage package. It is very relaxing.

Guest (Wife): That sounds good. How much is it?

Receptionist: It is $80 per person, but tonight we can give a 10% discount for you.

Guest (Husband): That is fine. We want to do it.

Receptionist: Perfect! When do you want to start with the sauna?

Guest (Wife): In about 30 minutes.

Receptionist: Excellent. After the sauna, the massage will start in the same room. We can make it romantic with candlelight. Each of you will have a therapist.

Guest (Husband): That sounds wonderful.

Receptionist: Also, do you want a male or female therapist for each of you?

Guest (Husband): I want a male, and my wife wants a female.

Receptionist: Very well. I will prepare the room with candles and soft light.
———–end of dilaogue—————
You can enjoy the sauna first, then the massage together.

Guest (Wife): Thank you! We are really looking forward to it.

Receptionist: You are welcome! Enjoy your upgraded room, meals, and spa experience. Relax and have a wonderful stay.

______________________

✅ Key Features :
- Room upgrade upselling (price mentioned clearly)
- Meal plan upselling, including vegan, gluten-free, and children under six free
- Spa & sauna upselling, romantic candlelight setup, therapist choice
- Price is only mentioned when guests ask
- All dialogues are friendly, professional, simple A2-level English
- Smooth flow from check-in → room → meals → relaxation → spa
#################
16. September 2025
🏨 Upselling in the hotel business – how to…………., goals, part 2/6 (A2)
- Goals of Upselling
#################

Upselling is an important skill in the hotel business. It means offering a guest something better or extra for a small additional cost. Upselling is not only about making money. It also helps guests have a better experience, discover hotel services, and feel special. There are four main goals of upselling: increase revenue, improve guest satisfaction, promote hotel services, and create a personalized experience.

1. Increase Revenue per Guest

The first goal of upselling is to help the hotel earn more money from each guest. This does not need more guests; it uses the existing guests to earn extra income.

For example:
- A guest books a standard room. The receptionist offers an upgrade to a room with a view for $20 more.
- If 10 guests accept the upgrade, the hotel earns $200 extra in one day.
Other examples of revenue upselling:
- Late check-out: Guests pay extra to leave the room later than usual.
- Airport transfer: Guests pay for a hotel car or shuttle.
- Special room decoration: Flowers, balloons, or chocolate in the room.
Upselling is a win-win: the guest gets something better, and the hotel earns extra money.

2. Enhance Guest Satisfaction and Loyalty

Upselling can make guests happy and satisfied. When guests feel special, they are more likely to return to the hotel and tell others about it.

Examples:
- A couple on honeymoon can get a romantic room upgrade with flowers and candles.
- A business traveler can get a quiet room or extra desk space.
When guests feel cared for and enjoy extra comfort, they often:
- Give good online reviews
- Recommend the hotel to friends and family
- Come back in the future
Happy guests mean the hotel has loyal customers, which is very important for business.

3. Promote Hotel Facilities and Services

Many guests do not know everything the hotel offers. Upselling helps staff inform and promote these services.

Examples:
- Spa treatments: Guests may book a massage or facial.
- Restaurant promotions: Guests can try a special dinner or wine tasting.
- Hotel tours or excursions: Guests can go on guided city tours or nature trips.
By offering these services, the hotel increases guest engagement and uses all hotel facilities efficiently. Guests enjoy more activities, and the hotel earns extra revenue.

4. Create a Personalized Guest Experience

Every guest is different. Upselling allows the hotel to match services to the guest’s needs. Personalized services make guests feel special and valued.

Examples:
- A family might need a bigger room or extra beds.
- A business traveler might need a quiet room or meeting room access.
- A couple might enjoy a romantic dinner or room decoration for a special occasion.
Personalized upselling improves the guest’s experience. Guests feel the hotel understands them and cares about their needs.

Conclusion

Upselling is not just selling more products. It is about:
1. Earning more money per guest
2. Making guests happy and loyal
3. Promoting all hotel services and facilities
4. Creating a personal and unique experience
A good upsell helps the guest and helps the hotel. When done correctly, it is friendly, helpful, and professional. Guests enjoy extra comfort and services, and the hotel benefits with more revenue and long-term loyal customers.

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

Reading Comprehension
1. What is upselling in a hotel?
  a) Offering something better or extra for a small cost
  b) Giving free towels
  c) Asking guests to leave early
2. How can the hotel earn extra money with upselling?
  a) Reduce breakfast options
  b) Offer a room upgrade for extra cost
  c) Ask guests to pay earlier
3. Why is upselling not only about money?
  a) It makes staff work harder
  b) It reduces the number of rooms used
  c) It helps guests have a better experience
4. How does upselling improve guest satisfaction?
  a) Guests are asked to clean more
  b) Guests pay less money
  c) Guests feel special and cared for
5. What can guests pay extra for besides a room?
  a) Free water
  b) Using a public bus
  c) Late check-out
6. What might a honeymoon couple get as an upsell?
  a) Free parking
  b) Romantic room upgrade
  c) A map of the city
7. How can upselling create loyal customers?
  a) Guests return and recommend the hotel
  b) Guests leave earlier
  c) Guests clean their own room
8. What can hotels promote with upselling?
  a) Staff schedules
  b) Spa treatments and restaurant offers
  c) Hotel rules and policies
9. What can guests do with hotel tours?
  a) Watch TV in the room
  b) Go on guided city or nature trips
  c) Clean the hotel garden
10. How does personalized upselling help guests?
  a) Makes guests leave faster
  b) Matches services to guest needs
  c) Gives the same service to everyone
11. What might a business traveler get?
  a) Quiet room or meeting access
  b) Free parking
  c) Extra towels only
12. What might a family need in a hotel upsell?
  a) Bigger room or extra beds
  b) Small desk in the lobby
  c) Free toothbrushes
13. What is a main benefit of upselling for the hotel?
  a) Fewer guests in the hotel
  b) Extra revenue and loyal guests
  c) Reduced cleaning costs
14. What is a good way to do upselling?
  a) Friendly, helpful, and professional
  b) Asking all guests to pay more
  c) Ignoring guest requests
15. What is one goal of upselling?
  a) Make guests clean the room
  b) Increase revenue per guest
  c) Reduce staff working hours
___________________
Answers:

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

Correct answers:
1. What is upselling in a hotel? – Offering something better or extra for a small cost
2. How can the hotel earn extra money with upselling? – Offer a room upgrade for extra cost
3. Why is upselling not only about money? – It helps guests have a better experience
4. How does upselling improve guest satisfaction? – Guests feel special and cared for
5. What can guests pay extra for besides a room? – Late check-out
6. What might a honeymoon couple get as an upsell? – Romantic room upgrade
7. How can upselling create loyal customers? – Guests return and recommend the hotel
8. What can hotels promote with upselling? – Spa treatments and restaurant offers
9. What can guests do with hotel tours? – Go on guided city or nature trips
10. How does personalized upselling help guests? – Matches services to guest needs
11. What might a business traveler get? – Quiet room or meeting access
12. What might a family need in a hotel upsell? – Bigger room or extra beds
13. What is a main benefit of upselling for the hotel? – Extra revenue and loyal guests
14. What is a good way to do upselling? – Friendly, helpful, and professional
15. What is one goal of upselling? – Increase revenue per guest
#################

Interview: Goals of Upselling

Interviewer: Good morning! Can you tell us what upselling is?
Expert: Good morning! Upselling is offering something better or extra to guests for a small additional cost.

Interviewer: Why do hotels use upselling?
Expert: Hotels use upselling to improve business and guest experience.

Interviewer: What is the first goal of upselling?
Expert: The first goal is to increase revenue per guest.

Interviewer: How does upselling help the hotel earn more money?
Expert: Upselling uses existing guests to earn extra income.

Interviewer: What is the second goal?
Expert: The second goal is to enhance guest satisfaction and loyalty.

Interviewer: How does it make guests happy?
Expert: Guests feel special and cared for.

Interviewer: What is the third goal?
Expert: The third goal is to promote hotel facilities and services.

Interviewer: Why is promoting hotel services important?
Expert: Many guests do not know all the services a hotel offers.

Interviewer: What is the fourth goal?
Expert: The fourth goal is to create a personalized guest experience.

Interviewer: How does upselling create a personalized experience?
Expert: It allows staff to match services to each guest’s needs.

Interviewer: Why are these goals important for the hotel?
Expert: They help the hotel earn more, have loyal guests, and use its services well.

Interviewer: Is upselling only about making money?
Expert: No, it also improves guest comfort and satisfaction.

Interviewer: How should staff do upselling?
Expert: Staff should be friendly, helpful, and professional.

Interviewer: What is the main benefit for guests?
Expert: Guests enjoy better service and a more personal experience.

Reading Comprehension Questions :
1. Who is speaking about upselling?
2. How do we define upselling?
3. What is the first goal of upselling?
4. What is the second goal of upselling?
5. What is the third goal of upselling?
6. What is the fourth goal of upselling?
7. How can upselling help the hotel make more money?
8. How does upselling make guests feel happy?
9. Why should hotels promote their services?
10. How does upselling give a personalized experience?
11. Why are upselling goals important for a hotel?
12. Is upselling only about money?
13. How should hotel staff perform upselling?
14. What benefit do guests get from upselling?
_______________________________
Answers:
1. Who is interviewed? – An expert
2. What is upselling? – Offering something better or extra for a small cost
3. What is the first goal of upselling? – Increase revenue per guest
4. What is the second goal? – Enhance guest satisfaction and loyalty
5. What is the third goal? – Promote hotel facilities and services
6. What is the fourth goal? – Create a personalized guest experience
7. How does upselling help the hotel earn money? – By using existing guests to earn extra income
8. How does upselling make guests happy? – Guests feel special and cared for
9. Why is promoting hotel services important? – Guests do not know all the services
10. How does upselling create a personalized experience? – It matches services to each guest’s needs
11. Why are the goals important for the hotel? – They earn more, have loyal guests, and use services well
12. Is upselling only about making money? – No, it also improves guest comfort and satisfaction
13. How should staff do upselling? – Friendly, helpful, and professional
14. What is the main benefit for guests? – Guests enjoy better service and a more personal experience
_____________________________
16. September 2025

🏨 Upselling in the hotel business, part 1/6, including a list of useful vocabulary with definitions (A2–B1 Level)

guests leaving with happy memories and a reason to come back.

1. Definition

Upselling in the hotel business means offering guests an upgrade or an additional service that makes their stay better, more comfortable, or more enjoyable.

It is a sales technique that encourages guests to buy a higher-value product or service than they first chose.
The goal is to make both sides happy:

The hotel earns more money.
The guest receives better service and a more pleasant stay.

Example:
A guest books a standard room. The receptionist offers a deluxe room with a balcony and city view for a small extra charge. This is upselling.

Upselling focuses on quality improvement, not on selling more things — it’s about offering something better, not just more.

2. Goals of Upselling

Upselling has four main goals in the hotel industry:

Increase revenue per guest
Upselling helps the hotel earn more money without increasing the number of guests.
For example, if 10 guests accept a $20 upgrade, that adds $200 extra revenue per day.
Enhance guest satisfaction and loyalty
Guests often enjoy the added comfort and service.
When they feel cared for and receive personal attention, they are more likely to return to the hotel.
Promote hotel facilities and services
Many guests do not know about all the services the hotel offers.
Upselling helps the hotel promote its restaurant, spa, tours, or other facilities.
Create a personalized guest experience
Upselling allows staff to offer products that fit the guest’s needs — for example, a romantic dinner for a couple, or a larger family room for parents with children.

3. Common Upselling Opportunities

Hotels can upsell in many ways. Here are the most common examples:

a) Room Upgrades

Offer a better room category: from standard to deluxe or suite.
Highlight the benefits: better view, balcony, bigger bed, or higher floor.
Example: “For only $25 more per night, you can enjoy a deluxe room with a sea view and a larger bathroom.”

b) Meal Plans and Dining

Offer meal options such as breakfast, half-board, or full-board.
Suggest special dining experiences: rooftop dinner, candlelight meal, or buffet.
Example: “Would you like to add our breakfast buffet for $10 per person? It includes fresh fruit, pastries, and hot dishes.”

c) Spa and Wellness Services

Offer relaxing or beauty treatments like massage, facial, or body scrub.
Suggest wellness packages for couples or families.
Example: “We have a spa special today — 60-minute Thai massage for $25. Would you like to try it after check-in?”

d) Transportation and Tours

Offer private airport transfer instead of shared shuttle.
Suggest local tours, cultural experiences, or car rental.
Example: “Would you prefer a private car to the airport tomorrow? It’s faster and more comfortable.”

e) Early Check-in or Late Check-out

Offer guests more flexibility with time.
Example: “Your flight is in the evening. Would you like to keep your room until 4 PM for an extra $15?”

f) In-room Amenities and Special Setups

Offer flowers, cake, or decoration for birthdays, honeymoons, or anniversaries.
Example: “Would you like us to prepare a romantic decoration with flowers and candles for your anniversary?”

g) Event or Meeting Packages

For business guests, offer upgrades such as larger meeting rooms, coffee breaks, or special equipment.

4. When and How to Upsell

Upselling is most effective when done at the right time and in a polite, natural way.

Timing:

Before arrival
- Upsell through booking confirmation emails, website pop-ups, or online check-in.
- Example: “Upgrade to a deluxe room now and save 10% before arrival.”
At check-in
- This is the best time to upsell because guests are excited about their stay.
- Example: “Welcome to our hotel! For only $20 more, you can have a deluxe room with a balcony and a nice view.”
During the stay
- Offer spa treatments, tours, or dining experiences.
- Example: “Would you like to book a relaxing massage this afternoon?”
Before departure
- Offer loyalty program membership or a discount for the next stay.
- Example: “If you book your next visit now, you’ll receive 15% off.”

Techniques:

Personalization
Know your guest. A family might prefer a large room; a couple may like a romantic dinner.
Benefit-focused language
Focus on what the guest gains, not what they pay.
Example: Instead of saying “It costs $20 more,” say “You will enjoy a beautiful view and a bigger room.”
Soft-sell approach
Be friendly and respectful, never pushy. The goal is to help, not to pressure.
Limited-time offers
Create a small sense of urgency.
Example: “We have only two deluxe rooms left at this special price.”
Training staff
Staff should know all services and how to present them naturally. Practice and role-play help build confidence.

5. Role of Staff

Upselling is not only for the reception desk. Every department can take part:

Front Office: Offer room upgrades, transport, or late check-out.
Restaurant and Bar (F&B): Offer meal plans, drinks, or desserts.
Spa: Offer massages, packages, or beauty treatments.
Concierge: Offer tours, shows, and local experiences.

All staff should:

Listen to the guest carefully.
Find the right opportunity.
Offer politely and clearly.
Respect the guest’s answer — even if it’s no.

6. Tools for Upselling

Hotels today use technology to make upselling easier and faster:

PMS (Property Management System): Shows available rooms and upgrades in real time.
CRM (Customer Relationship Management): Saves guest history and preferences.
Upselling software: Systems like Oaky or Revinate send automatic upgrade offers before arrival.
In-room tablets or apps: Allow guests to book spa, room service, or tours easily during their stay.

Technology helps hotels upsell politely and efficiently, even before the guest speaks to a staff member.

7. Benefits of Upselling

Upselling is good for both the hotel and the guest:

Higher profitability – The hotel earns more without needing more guests.
Better guest satisfaction – Guests enjoy more comfort and care.
Improved hotel image – The hotel looks professional, helpful, and customer-focused.
Employee motivation – Staff may receive commissions, bonuses, or recognition for successful upselling.

When upselling is done well, guests often say positive things online and return for another visit.

8. Common Mistakes to Avoid

Even though upselling is positive, there are some common mistakes to avoid:

Being too pushy – Guests don’t like feeling forced. Always offer politely.
Offering the wrong product – Example: offering a romantic package to a business traveler.
Overpromising – Never promise something the hotel cannot deliver.
Bad timing – Don’t upsell when guests are tired, angry, or checking out quickly.

Good upselling should always feel like good service, not like a sales pitch.

9. Example Scenario

A guest books a standard room for $80 per night.

At check-in, the receptionist smiles and says:

“Welcome to our hotel! For just $20 more, I can offer you a deluxe room with a balcony and a beautiful city view. It also includes free minibar and late check-out.”

If the guest accepts:

The hotel earns $20 extra per night.
The guest enjoys a more comfortable stay.

Both sides win — this is the perfect upselling result.

10. Summary

Upselling means offering better rooms, services, or experiences for a small extra cost.
It helps hotels to increase income and helps guests to enjoy their stay more.

Good upselling is always:

Friendly – with a smile and polite attitude.
Helpful – offering real benefits to the guest.
Personalized – matching the guest’s needs.
Natural – never too strong or pushy.

When hotel staff learn to upsell correctly, the hotel becomes more successful, and guests leave with happy memories and a reason to come back.

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

🏨 Upselling Vocabulary for Hotel Staff

1. General Sales and Service Words

Word / Phrase	Meaning	Example
Upselling	Offering a better room or service for extra cost	“Upselling helps guests enjoy their stay more.”
Upgrade	Move to a higher level or better option	“Would you like to upgrade to a deluxe room?”
Extra charge / Additional cost	Small amount of money added	“There’s an extra charge of $20 per night.”
Offer	Present something to the guest	“We can offer you a late check-out.”
Option / Choice	Something the guest can choose	“We have a few options for your room upgrade.”
Package / Deal / Special	Combined offer of services	“We have a romantic dinner package for couples.”
Discount / Promotion	Lower price for a limited time	“There’s a promotion on spa treatments today.”
Value / Benefit	Something good or useful	“You get more value with the full-board plan.”
Limited offer / Only today	Offer available for a short time	“This offer is available only today.”
Availability	When something is free or ready to use	“Let me check the availability of the deluxe room.”

2. Rooms and Accommodation

Word / Phrase	Meaning	Example
Room type / Room category	Level or style of room	“We have three room categories: standard, deluxe, and suite.”
Standard room	Basic room type	“You booked a standard room.”
Deluxe room	Higher room type with better features	“The deluxe room has a balcony and city view.”
Suite	Large, luxury room with living area	“Our suite includes a living room and a big bathtub.”
View	What you can see from the room	“The room has a sea view.”
Balcony / Terrace	Outdoor area connected to the room	“Would you like a room with a private balcony?”
Amenities	Extra items or services in a room	“Our deluxe rooms have extra amenities like minibar and bathrobes.”
Upgrade fee	Price difference between rooms	“The upgrade fee is $25 per night.”
Higher floor	Rooms located above others	“We can offer you a room on a higher floor.”
Complimentary	Free of charge	“You’ll get complimentary late check-out with this upgrade.”

3. Food and Beverage (F&B)

Word / Phrase	Meaning	Example
Meal plan	Prepaid food options	“Would you like to add breakfast to your room?”
Buffet / À la carte	All-you-can-eat vs menu service	“The breakfast buffet includes hot and cold dishes.”
Half-board / Full-board	Meals included (2 or 3 per day)	“You can upgrade to full-board for $25 more.”
Special dinner / Set menu	Fixed meal at special price	“Tonight we offer a candlelight dinner set menu.”
Beverage	Drink (soft drink or alcohol)	“Would you like a beverage with your meal?”
Fine dining / Rooftop restaurant	Elegant dining experience	“We have a fine dining rooftop restaurant with city views.”
Snack / Dessert / Appetizer	Small dishes	“Would you like to add a dessert to your order?”

4. Spa and Wellness

Word / Phrase	Meaning	Example
Massage / Treatment	Relaxing body service	“We have a special Thai massage today.”
Facial / Body scrub	Skin treatments	“Would you like to try our 60-minute facial?”
Wellness package	Combination of treatments	“Our wellness package includes massage and sauna.”
Relaxation / Stress relief	Feeling calm	“This massage helps with relaxation.”
Appointment / Booking	Reservation for spa service	“Would you like me to make a spa appointment for you?”
Availability	When the service is free	“We have availability this afternoon.”
Therapist	Person who gives the treatment	“Our therapist is very experienced.”

5. Transportation and Tours

Word / Phrase	Meaning	Example
Airport transfer / Shuttle	Transport to or from airport	“Would you prefer a private airport transfer?”
Private car / Driver	Vehicle just for one guest	“A private car is faster and more comfortable.”
City tour / Day tour	Guided trip	“We offer a full-day city tour tomorrow.”
Excursion / Experience	Short trip or activity	“Would you like to join our local village excursion?”
Pick-up time / Drop-off time	When guests are collected or returned	“Pick-up time is 8:30 AM.”
Local guide	Person showing places	“Our local guide speaks English and Thai.”

6. Guest Time and Convenience

Word / Phrase	Meaning	Example
Early check-in / Late check-out	Arrive or leave at flexible times	“You can check out at 4 PM for $15 extra.”
Flexible	Able to change or adjust	“We offer flexible check-out times.”
Extend stay	Stay longer	“Would you like to extend your stay by one night?”
Reservation / Booking	Plan made in advance	“Would you like to make a reservation for dinner?”
Cancellation policy	Rules about changing bookings	“Please note our 24-hour cancellation policy.”

7. Guest Experience and Emotions

Word / Phrase	Meaning	Example
Comfort / Relax / Enjoy	Feel good during stay	“The deluxe room offers more comfort and space.”
Romantic / Special / Memorable	Emotion-focused experiences	“We can prepare a romantic setup for your anniversary.”
Surprise / Celebration / Occasion	Happy event	“Would you like to surprise your partner with flowers?”
Personalized service	Tailored to guest needs	“We offer personalized experiences for every guest.”
Satisfaction / Happy guest	Feeling pleased	“We want all our guests to leave satisfied.”
Luxury / Premium	High quality	“Our suite offers a luxury experience with private jacuzzi.”

8. Communication and Polite Phrases

Phrase	Use
“Would you like to…”	Soft way to offer something
“May I suggest…”	Polite way to recommend
“Perhaps you’d enjoy…”	Gentle, non-pushy offer
“We have a special offer today…”	Introduce promotion
“You might be interested in…”	Suggest idea politely
“It includes…”	Explain benefits
“Only for an additional $…”	Mention small cost
“It’s a great value.”	Emphasize benefit
“You’ll really enjoy this.”	Encourage the guest
“No problem at all.”	Friendly reassurance
“Please take your time.”	Give space, no pressure
“That’s a wonderful choice.”	Encourage decision

9. Technology and Systems

Word / Phrase	Meaning	Example
PMS (Property Management System)	Software that manages rooms and reservations	“I’ll check the room availability in the PMS.”
CRM (Customer Relationship Management)	System to remember guest preferences	“Our CRM shows that you prefer higher floors.”
Tablet / App / Online booking	Digital tools	“You can upgrade your room using our hotel app.”
Automatic offer / Email offer	System upselling before arrival	“Guests receive an automatic upgrade offer by email.”

10. Staff and Motivation Words

Word / Phrase	Meaning	Example
Commission / Bonus	Extra money for good performance	“Staff receive a small commission for successful upselling.”
Target / Goal	Aim for performance	“Our goal is to increase upgrades this month.”
Teamwork	Working together	“Upselling works best when all staff cooperate.”
Confidence	Believing in yourself	“Speak with confidence when offering upgrades.”
Training / Practice	Learning and improving	“We have upselling training every Friday.”

⭐ Useful Sentence Starters for Upselling

“Would you like to…?”
“May I recommend…?”
“We have a special offer for…”
“For just a little extra, you can enjoy…”
“Many guests prefer…”
“It comes with…”
“You’ll receive complimentary…”
“It’s a great way to make your stay more comfortable.”
“If you’d like, I can arrange that for you.”
“You can take advantage of our special rate today.”

💬 Mini Practice

Exercise 1: Match the guest type to an offer.

Couple → ?
Family → ?
Business traveler → ?

Exercise 2: Practice polite offers.
Say the same idea politely:
✅ “For only $20 more, you can enjoy a bigger room with a nice view.”

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

Hotel Upselling Training Herunterladen

“You pay $20 more and get a bigger room.”
✅ “For only $20 more, you can enjoy a bigger room with a nice view.”

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

Hotel Upselling Training Herunterladen

Hotel Upselling Training PP Herunterladen

A list uf useful vocabulary

useful vocabs upselling Herunterladen

16. September 2025

🥳🙌Happy staff, happy guests – the best staff, the best management, the perfect hotel 🙌🥳(A2)

simple ideas to make hotel staff feel respected, proud, and motivated every day.

🌟 Staff Motivation Cheat Sheet – 5★ Hotel

🧩 1. What Staff Want

A. Respect

Always speak politely to staff.
Listen when they talk or share ideas.
Don’t shout or blame in front of others.
Share shifts and work fairly.
Show that all jobs are important.

B. Job Security

Give clear contracts and explain the rules.
Pay salary on time and full.
Pay for overtime work.
Make good workers feel safe to stay.

C. Belonging

Make the hotel feel like a family.
Invite all staff to meetings and parties.
Keep a happy and friendly team.

💵 2. Money and Benefits

A. Salary and Rewards

Give fair salary for each position.
Share tips and service charge fairly.
Give bonus for good work or low sick days.
Reward “Employee of the Month” with a small gift.

B. Benefits

Good food in the canteen.
Free or low-cost room or transport.
Medical care and sick leave.
Discounts for hotel stays, restaurant, or spa.

🎓 3. Learning and Growth

A. Training

Give easy and clear training, not only theory.
Show how to do jobs, not only tell.
Offer English lessons and soft skills training.
Explain hotel standards and guest service rules.
Let staff try short trainings in other departments.

B. Career

Show the path to promotion (step by step).
Give chances to apply for better positions.
Promote people with good attitude and performance.
Support staff who want to grow in their career.

🗣️ 4. Recognition and Thanks

A. Verbal Recognition

Say “thank you” after busy days.
Mention good workers in team meetings.
Give small praise every day.
Celebrate “Employee of the Month.”

B. Written Recognition

Give certificate or thank-you card.
Put photo on the staff board.
Write good news in staff newsletter or chat group.

🧠 5. Work Environment

A. Physical Conditions

Keep staff rooms clean and bright.
Give good uniforms and clean laundry.
Make sure tools and machines work well.

——————end of audio—————–

B. Team Atmosphere

Keep friendly teamwork.
Managers should help and smile.
Solve problems fast and fair.
Keep good communication between departments.

🎯 6. Emotional Motivation

A. Good Leaders

Managers show good example.
Be kind, patient, and positive.
Talk calmly about mistakes.
Say thank you often.
Help staff when they have a hard time.

B. Personal Connection

Remember birthdays or special days.
Say hello every morning.
Ask how staff feel sometimes.
Make small fun events or trips together.

⏰ 7. Daily Motivation Ideas

Action	How to Do It	Result
Morning briefing	Short 5-minute talk with smile, share hotel news, give positive message.	Staff feel ready and happy to start work.
Star of the Shift	At the end of each day, say who did great job.	Gives daily motivation and pride.
Manager helps staff	During busy time, manager helps serve, clean, or carry.	Staff respect and trust the manager.
Surprise treats	Give ice cream, fruits, or soft drink after busy shift.	Staff feel cared for.
Suggestion box	Let staff write ideas or problems. Read and talk about them every month.	Staff feel listened to.
Short feedback	Say one good thing and one small advice after shift.	Builds confidence and improvement.
Monthly thank-you	Small meeting with music, clap for good workers.	Team feels proud and united.
Birthday shout-out	Say “Happy Birthday” during briefing, maybe small cake.	Makes staff feel special.
“Team of the Month”	Reward best department (like Housekeeping or F&B).	Creates teamwork motivation.

🚫 8. What Staff Don’t Like (Keep These Away!)

Being ignored or disrespected.
Managers shouting or blaming.
No “thank you” after hard work.
Favoritism or unfair schedule.
Late or missing payment.
Dirty canteen or locker room.
No chance to learn or grow.
Promises with no action.
Always changing rules or orders.

🧭 9. Good Manager Habits

Manager Habit	What to Do	Why It Works
Greet staff by name	Say “Good morning, Somchai!”	Makes staff feel seen and respected.
Thank staff often	After busy shift or guest event, say “Good job team!”	Builds morale.
Take responsibility	If mistake happens, protect staff first, fix problem later.	Builds trust.
Be fair	Same rules for all staff, no favorites.	Staff respect fairness.
Give warning kindly	Talk in private, not in public.	Staff keep dignity.
Celebrate success	Share guest compliments, give small reward.	Team feels proud.
Keep positive attitude	Smile, use calm tone, stay friendly.	Makes work lighter.
Care about life balance	Respect staff days off, give breaks on time.	Staff stay loyal.
Help solve personal problems	If staff has trouble, listen and try to help.	Builds deep trust.
Share hotel goals	Explain what management wants clearly.	Staff understand purpose.

💬 10. Motivation by Department

Department	What Motivates Them Most	How Managers Can Help
Front Office	Praise from guests and managers, promotion chance, clean uniform, clear SOPs.	Give feedback on guest comments, support English training, offer small promotion chances.
Housekeeping	Respect, fair workload, clean staff area, working equipment.	Check trolley and tools, give breaks during long shifts, thank them often.
F&B Service	Tips, teamwork, clear communication, fair section split.	Help during rush, listen to service problems, reward best team each month.
Kitchen	Respect, appreciation, good tools, safety and hygiene.	Praise for good dishes, check tools daily, reward new ideas.
Engineering	Respect, trust, good tools, clear tasks.	Give safe equipment, thank them for quick repairs, explain priorities.
Spa/Wellness	Calm atmosphere, respect, training in new skills.	Keep quiet and clean area, send them to short wellness training.
Security	Respect, trust, clear communication, safety.	Give correct information fast, include them in meetings, thank them for keeping guests safe.

Staff_Motivation_Cheat_Sheet_5StarHotel_A2 Herunterladen

16. September 2025

🙈😎Bad behavior, overcrowded streets: In Asia’s travel hot spots, overtourism is creating European-style problems 😎🙈((CNN), A1, A2, B1 summary, C1/C2 bonustext)
- overtourism ruining quality tourism?
CNN has article on #overtourism => link
—————————-

Summary in A1:

Many places in Asia have too many tourists now. This problem is called overtourism. It means there are too many people visiting the same places. This makes life hard for local people and bad for nature.

Some famous places with this problem are Bali in Indonesia, Kyoto in Japan, Phuket in Thailand, Ha Long Bay and Hoi An in Vietnam, and Boracay in the Philippines. These places are very beautiful, but they are now very crowded. The streets are full, and the beaches have too many people.

In Kyoto, many people say the city is too busy. Buses and trains are full of tourists. Some tourists act badly and do not respect local culture. In Bali, there is too much traffic and a lot of trash. Many rice fields are gone because new hotels are built. This makes floods worse.

Boracay Island had to close for six months because there were too many visitors and too much damage. Maya Bay in Thailand also closes every year for a few months to help nature recover.

There are many reasons for overtourism. Plane tickets are cheap. People want to travel after the Covid-19 pandemic. There are many tourists from China and India. Governments also make strong ads to get more visitors.

Some places try to fix the problem. They stop tourists from going to some areas or make new rules. But it is difficult because tourism gives jobs and money.

Experts say tourists should travel more responsibly. They can visit small, quiet places, go in low season, and respect local people. Asia has many beautiful places. If tourists travel carefully, they can help protect nature and local life.

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

Summary in A2:

Many popular travel destinations in Asia are now facing a big problem called overtourism. This happens when too many tourists visit the same places, creating problems for local people, the environment, and even for other travelers.

Experts say places like Bali, Kyoto, Phuket, Ha Long Bay, Hoi An, and Boracay are among the most affected. Streets and beaches are full, traffic is heavy, and many visitors don’t respect local customs. In Kyoto, for example, local residents complain about crowded buses, noise, and tourists taking photos in private areas. Almost 90% of locals say overtourism has made life worse.

The tourism boom started after Covid-19 travel restrictions ended. Cheap flights, social media, and big advertising campaigns made travel easier than ever. More people from large countries like China and India are also traveling around Asia. According to travel organizations, places like Vietnam have seen over 20% more visitors this year.

Overtourism is also damaging the environment. In Bali, too many hotels have replaced rice fields, causing floods and water problems. Boracay Island in the Philippines had to close for six months in 2018 to repair damage from too many tourists, and Maya Bay in Thailand now closes two months each year to protect marine life.

Governments are trying to control the situation with visitor limits, higher taxes, and temporary closures, but it’s difficult because tourism brings jobs and money.

Experts suggest that travelers can help by being more responsible. They can visit less famous places, travel in the low season, and respect local traditions. Even in busy countries, it’s still possible to find quiet, beautiful areas away from the crowds. Traveling respectfully can help protect local life and nature while still enjoying Asia’s amazing culture and beauty.

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

Summary in B1:

Many popular travel destinations in Asia are now facing a big problem called overtourism. This happens when too many tourists visit the same places, creating problems for local people, the environment, and even for other travelers.

Experts say places like Bali, Kyoto, Phuket, Ha Long Bay, Hoi An, and Boracay are among the most affected. Streets and beaches are full, traffic is heavy, and many visitors don’t respect local customs. In Kyoto, for example, local residents complain about crowded buses, noise, and tourists taking photos in private areas. Almost 90% of locals say overtourism has made life worse.

The tourism boom started after Covid-19 travel restrictions ended. Cheap flights, social media, and big advertising campaigns made travel easier than ever. More people from large countries like China and India are also traveling around Asia. According to travel organizations, places like Vietnam have seen over 20% more visitors this year.

Overtourism is also damaging the environment. In Bali, too many hotels have replaced rice fields, causing floods and water problems. Boracay Island in the Philippines had to close for six months in 2018 to repair damage from too many tourists, and Maya Bay in Thailand now closes two months each year to protect marine life.

Governments are trying to control the situation with visitor limits, higher taxes, and temporary closures, but it’s difficult because tourism brings jobs and money.

Experts suggest that travelers can help by being more responsible. They can visit less famous places, travel in the low season, and respect local traditions. Even in busy countries, it’s still possible to find quiet, beautiful areas away from the crowds. Traveling respectfully can help protect local life and nature while still enjoying Asia’s amazing culture and beauty.

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

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

Bonustext (A2)

The Biggest Problem in World Tourism: Too Many Tourists

Right now, the biggest problem is that too many people are visiting the same popular places. We call this „overtourism.“

What is overtourism?

It means a city or town has more visitors than it can handle.

Why is this a big problem?
- For people who live there:
  - Their city becomes too crowded.
  - The cost of food and houses goes up.
  - Their quiet places become noisy.
- For the place itself:
  - The streets, beaches, and nature can get dirty or damaged.
  - There is more pollution.
- For the tourists:
  - They have to wait in long lines.
  - They can’t enjoy the places because they are too full of people.
  - It doesn’t feel special or real.
Why is this happening now?
- It is easy to find cheap flights.
- Social media shows everyone the same beautiful places, so everyone wants to go there.
This problem is connected to other problems:
1. It hurts the environment. Planes and cruise ships used by tourists cause air pollution.
2. Local people may not get the money. Often, the money tourists spend goes to big international companies, not to small local shops.
What is the solution?

We need to change how we travel.
- Visit different places. Travel to smaller cities or towns that are also beautiful.
- Travel at different times. Avoid visiting during the busiest season.
- Be a better tourist. Be respectful, don’t litter, and spend money at local businesses.
In short, the biggest problem is that too many people go to the same places. The solution is to spread out and be more thoughtful about how we travel.

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

BONUSTEXT (C1,C2)

The Crisis of Overtourism and its Uneven Distribution of Impacts

While other issues like climate change, economic sustainability, and post-pandemic recovery are critical, overtourism is the most visible, immediate, and socially disruptive problem. It represents a fundamental failure to manage the success of tourism itself.

Here’s a breakdown of why overtourism is the central issue and how it connects to other major problems:

1. The Core Problem: Overtourism

Overtourism occurs when the number of visitors overwhelms a destination’s capacity, leading to negative impacts on the quality of life for residents, the visitor experience, and the environment itself.

Key Manifestations:
- For Residents: Skyrocketing cost of living, displacement from city centers, degradation of public spaces, cultural commodification, and a general sense of their home becoming a theme park. This leads to rising anti-tourism sentiment, as seen in protests in cities like Barcelona, Venice, and Amsterdam.
- For the Environment: Strain on natural resources (especially water), pollution (air, noise, plastic), damage to fragile ecosystems (like coral reefs or hiking trails), and increased carbon footprint from transportation.
- For Visitors: A diminished experience characterized by long queues, crowded sights, „instagrammable“ hotspots that lack authenticity, and rising prices.
2. Why It’s the „Biggest“ Problem Right Now
- It’s a Direct Consequence of Success: The global tourism industry has rebounded strongly post-pandemic. The pent-up demand, combined with cheaper flights and the influence of social media (directing everyone to the same „must-see“ spots), has created a perfect storm.
- It’s a Systemic Failure: Overtourism isn’t an accident; it’s a result of a model that prioritizes volume over value. Many destinations and businesses are still geared towards maximizing visitor numbers rather than optimizing for quality, sustainability, and equitable distribution of benefits.
- It Fuels Other Major Problems:
  - Climate Change: The concentration of flights and cruise ships to a small number of hotspots massively contributes to tourism’s carbon footprint.
  - Economic Leakage: The infrastructure built for mass tourism (international hotel chains, all-inclusive resorts) often results in less money staying in the local economy.
  - Cultural Erosion: The pressure to cater to millions can dilute local traditions and turn them into performances for tourists.
Other Contenders for „Biggest Problem“

While overtourism is the central node, these other issues are critically important and deeply intertwined:
1. The Sustainability Paradox & Climate Change: Tourism contributes significantly to greenhouse gas emissions (around 8% globally, primarily from transport), yet it relies on stable climates and pristine environments to survive. Destinations are simultaneously victims of and contributors to climate change. The industry is struggling to decouple its growth from its environmental impact.
2. The „Leakage“ Problem and Lack of Economic Equity: In many developing destinations, a shocking percentage of tourism revenue (sometimes over 80%) „leaks“ out of the local economy back to foreign-owned airlines, hotel chains, and tour operators. This prevents tourism from fulfilling its promise as a true tool for poverty reduction and local development.
3. Post-Pandemic Volatility and Workforce Shortages: The industry is still recovering from the shock of COVID-19. Many skilled workers left the sector and have not returned, leading to staffing shortages that affect service quality and operational capacity. This is compounded by geopolitical instability and fluctuating travel confidence.
The Path Forward: A Shift in Model

The biggest problem, therefore, is not tourism itself, but the model of tourism we have embraced. The solution lies in a concerted move away from mass volume and towards:
- Dispersal: Promoting lesser-known destinations and encouraging travel during off-peak seasons.
- Decarbonization: Accelerating the shift to sustainable aviation fuels, improving land transport options, and promoting slow travel.
- Community-Centric Tourism: Developing models where local communities have more control and receive a more significant share of the benefits (e.g., community-based tourism).
- Management and Regulation: Implementing smart, evidence-based policies like tourist taxes, visitor caps, timed ticketing, and investing in infrastructure that benefits residents first and foremost.
In conclusion, while the challenges are immense, the current crisis of overtourism presents a necessary opportunity to rethink and reshape global tourism into a more resilient, equitable, and sustainable system for everyone involved.

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

BONUSTEXT (A2)

Overtourism is a big problem in the world. It happens when too many tourists go to a place, and it causes problems for local people and the environment.

One problem is that local people might not like it. When there are too many tourists, prices for things like food and houses go up. This makes it hard for local people to afford these things. For example, in Barcelona, many local people are unhappy because tourists are paying high prices for apartments, and this makes it hard for them to find a place to live.

Another problem is that tourism can hurt the environment. Many tourists mean more trash, more pollution, and more damage to natural places. For example, in Venice, the water is dirty, and the buildings are getting damaged because of all the tourists. In Bali, the beaches are getting crowded, and the local government is trying to limit the number of tourists to protect the environment.

Some places are trying to manage tourism better. For example, in Iceland, the government is trying to spread tourists out to different areas so that popular places don’t get too crowded. In Bhutan, the government charges a special fee for tourists to make sure that tourism helps the country and doesn’t hurt it.

Tourism can be good for a place because it brings money and jobs. But if it’s not managed well, it can cause big problems. Many places are trying to find ways to make tourism work for everyone – for local people, for tourists, and for the environment.

Places like Amsterdam and Dubrovnik are also trying new ideas. In Amsterdam, they’re trying to make sure tourists behave well and respect local rules. In Dubrovnik, they limited the number of cruise ships that can come to the city each day.

Overall, overtourism is a big challenge, but many places are working to make tourism better for everyone.
16. September 2025
😎👍How to stay focused and reach your personal goal, revised version👍😎 (A1 advanced)
- planning, discipline, and never giving up
Everyone has a dream or a goal in life. It can be to learn English, to get a better job, or to save money. To reach your goal, you need good planning, discipline, and you must never give up.

First, know your goal. Be clear about what you want. Say, “I want to speak English well,” or “I want to run every day.”

Second, make a plan. Write small steps. Do one small thing every day.

Third, stay focused. Sometimes you feel tired or lazy, but keep trying. Think about your dream and why it is important for you.

Fourth, check your progress. Look at what you already did and what you still need to do.

Fifth, get support. Talk to friends or family who can help you.

Finally, celebrate your success. When you reach your goal, be happy and proud of yourself.

With planning, discipline, and never giving up, you can reach your personal goal.

_____________________

Vocabulary:
- to stay focused → to pay attention to one thing
- a goal → something you want to do or get
- revised version → a new or better version after changes
- to save money → to keep money for later
- to reach a goal → to finish or complete your goal
- never → not ever
- to give up → to stop trying
- small steps → little things you do to finish a big task
- sometimes → not always, at some times
- to feel tired → to want to rest because of work or activity
- to be lazy → not want to work or do anything
- to keep trying → to continue trying, not stopping
- to check progress → to look at what you have done and how much is left
- to need → to want or must have something
- to get support → to have help from someone
- to celebrate → to be happy and show happiness for something good
- success → when you finish your goal or do something well
- to be proud → to feel happy about what you did
#########################

Multiple choice, one answer correct:
1. What does it mean to stay focused?
  a) To pay attention
  b) To look at many things
  c) To think about other things for a long time
2. What is a goal?
  a) Something you see on TV
  b) Something you want to do
  c) Something you want very badly all the time
3. What is a revised version?
  a) The first version
  b) A version you throw away
  c) A new version with many changes
4. What does it mean to save money?
  a) To keep money
  b) To spend money quickly
  c) To buy many things at once
5. What does to reach a goal mean?
  a) To start a new goal
  b) To finish your goal
  c) To forget your goal and everything else
6. What does never mean?
  a) Sometimes
  b) Every day
  c) Not at any time
7. What does to give up mean?
  a) To stop trying
  b) To continue working
  c) To stop and never try again
8. What are small steps?
  a) Big things you do
  b) Things you do without a plan
  c) Little things you do to finish a task
9. What does sometimes mean?
  a) Always
  b) Not always
  c) Never in your whole life
10. What does to feel tired mean?
  a) To want to rest
  b) To feel happy
  c) To feel strong all the time
11. What does to be lazy mean?
  a) To work hard
  b) To not want to work
  c) To do nothing forever
12. What does to keep trying mean?
  a) To give up
  b) To stop trying
  c) To continue trying
13. What does to check progress mean?
  a) To look at what is done
  b) To ignore your work
  c) To see nothing and do nothing
14. What does to need mean?
  a) To forget something
  b) To want or must have something
  c) To never want anything at all
15. What does to get support mean?
  a) To work alone
  b) To ignore others
  c) To have help from someone
16. What does to celebrate mean?
  a) To be happy and show happiness
  b) To be sad
  c) To work silently all the time
17. What is success?
  a) When you fail
  b) When you finish your goal
  c) When you do nothing and lose
18. What does to be proud mean?
  a) To be unhappy
  b) To feel happy
  c) To feel jealous all the time
______________________

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

______________________

Correct answers:
1. What does it mean to stay focused? – To pay attention
2. What is a goal? – Something you want to do
3. What is a revised version? – A new version with many changes
4. What does it mean to save money? – To keep money
5. What does to reach a goal mean? – To finish your goal
6. What does never mean? – Not at any time
7. What does to give up mean? – To stop trying
8. What are small steps? – Little things you do to finish a task
9. What does sometimes mean? – Not always
10. What does to feel tired mean? – To want to rest
11. What does to be lazy mean? – To not want to work
12. What does to keep trying mean? – To continue trying
13. What does to check progress mean? – To look at what is done
14. What does to need mean? – To want or must have something
15. What does to get support mean? – To have help from someone
16. What does to celebrate mean? – To be happy and show happiness
17. What is success? – When you finish your goal
18. What does to be proud mean? – To feel happy
##################

Match the word with its definition

Words:
1. to stay focused
2. a goal
3. revised version
4. to save money
5. to reach a goal
6. never
7. to give up
8. small steps
9. sometimes
10. to feel tired
11. to be lazy
12. to keep trying
13. to check progress
14. to need
15. to get support
16. to celebrate
17. success
18. to be proud
Definitions :

a. To finish your goal
b. To continue trying
c. Not at any time
d. To want or must have something
e. Little things you do to finish a task
f. Something you want to do
g. To stop trying
h. To pay attention
i. To have help from someone
j. To feel happy about what you did
k. To look at what is done
l. To be happy and show happiness
m. A new version with many changes
n. To keep money
o. Not always
p. To not want to work
q. When you finish your goal
r. To want to rest

________________________

Answers:
1h, 2f, 3m, 4n, 5a, 6c, 7g,
8e, 9o, 10r, 11p, 12b, 13k,
14d, 15i, 16l, 17q, 18j

________________________

Correct version:
1. to stay focused – To pay attention
2. a goal – Something you want to do
3. revised version – A new version with many changes
4. to save money – To keep money
5. to reach a goal – To finish your goal
6. never – Not at any time
7. to give up – To stop trying
8. small steps – Little things you do to finish a task
9. sometimes – Not always
10. to feel tired – To want to rest
11. to be lazy – To not want to work
12. to keep trying – To continue trying
13. to check progress – To look at what is done
14. to need – To want or must have something
15. to get support – To have help from someone
16. to celebrate – To be happy and show happiness
17. success – When you finish your goal
18. to be proud – To feel happy about what you did
#################

True or false:
1. You should set a clear and specific goal.
2. Goals should not have a deadline.
3. Breaking a goal into smaller steps makes it easier to achieve.
4. You do not need a plan to reach your goal.
5. Visualizing success can help you stay motivated.
6. It is important to expect challenges and obstacles.
7. You should give up if you feel tired.
8. Tracking your progress can help you reach your goal.
9. You should never adapt your plan even if something changes.
10. Celebrating small achievements is not useful.
11. Finding support from others can help you achieve your goal.
12. Reviewing your progress helps you improve your plan.
13. Reaching your goal makes you feel proud.
______________________

True: 1, 3, 5, 6, 8, 11, 12, 13

______________________

Correct version:
1. You should set a clear and specific goal.
2. Goals should not have a deadline. – True is: Goals should have a deadline.
3. Breaking a goal into smaller steps makes it easier to achieve.
4. You do not need a plan to reach your goal. – True is: You need a plan to reach your goal.
5. Visualizing success can help you stay motivated.
6. It is important to expect challenges and obstacles.
7. You should give up if you feel tired. – True is: You should keep trying even if you feel tired.
8. Tracking your progress can help you reach your goal.
9. You should never adapt your plan even if something changes. – True is: You should adapt your plan if something changes.
10. Celebrating small achievements is not useful. – True is: Celebrating small achievements is useful.
11. Finding support from others can help you achieve your goal.
12. Reviewing your progress helps you improve your plan.
13. Reaching your goal makes you feel proud.
###################

Retell the story in order:
- Celebrate your success.
- Know your goal clearly.
- Get support from friends or family.
- Make a plan with small steps.
- Stay focused when you feel tired or lazy.
- Check your progress.
- Never give up.
____________________

Correct Order:
1. Know your goal clearly.
2. Make a plan with small steps.
3. Stay focused when you feel tired or lazy.
4. Check your progress.
5. Get support from friends or family.
6. Never give up.
7. Celebrate your success.
##############

Short answer questions :
1. What does everyone have in life?
2. Give one example of a goal.
3. Give another example of a goal.
4. What is the first step to reach a goal?
5. What is the second step to reach a goal?
6. What should you do if you feel tired or lazy?
7. Why is it important to check your progress?
8. Who can help you reach your goal?
9. What is the final step after reaching your goal?
10. How can planning, discipline, and never giving up help you?
___________________________

Answers:
1. Everyone has a dream or a goal.
2. Learn English.
3. Get a better job or save money.
4. Know your goal.
5. Make a plan and write small steps.
6. Keep trying.
7. To see what you have done and what you still need to do.
8. Friends or family.
9. Celebrate your success.
10. They help you reach your personal goal.
###################

Dialogue, fill in, words below:

family – dream – clearly – speak – proud –
job – every day – at home – evening –
giving up – small – progress –
feel proud – friends

—————————————–

Interviewer: Hello! Can you tell me your name?
Young Lady: My name is Ahou.

1. Interviewer: What is your dream?
Ahou: My dream is to __________ English well.

2. Interviewer: Why do you want to speak English?
Ahou: Because I want a better __________ and to travel.

3. Interviewer: Who helps you with your dream?
Ahou: My friends and my __________ help me.

4. Interviewer: Where do you study English?
Ahou: I study English __________ and at school.

5. Interviewer: When do you study every day?
Ahou: I study every morning and sometimes in the __________.

6. Interviewer: How do you start to reach your goal?
Ahou: First, I know my goal __________.

7. Interviewer: What do you do after you know your goal?
Ahou: I make a plan and write __________ steps.

8. Interviewer: How often do you do a small step?
Ahou: I do one small step __________.

9. Interviewer: What do you do if you feel tired or lazy?
Ahou: I keep trying and think about my __________.

10. Interviewer: How do you check your __________?
Ahou: I look at what I already did and what I still need to do.

11. Interviewer: Who gives you support?
Ahou: My __________and my family give me support.

12. Interviewer: What do you do when you reach your goal?
Ahou: I celebrate and __________ of myself.

13. Interviewer: Why is it important to never give up?
Ahou: Because with planning, discipline, and never ___________, I can reach my goal.

14. Interviewer: How do you feel when you achieve your dream?
Ahou: I feel happy and __________.

_________________________

Correct version:

Interviewer: Hello! Can you tell me your name?
Young Lady: My name is Ahou.

1. Interviewer: What is your dream?
Ahou: My dream is to speak English well.

2. Interviewer: Why do you want to speak English?
Ahou: Because I want a better job and to travel.

3. Interviewer: Who helps you with your dream?
Ahou: My friends and my family help me.

4. Interviewer: Where do you study English?
Ahou: I study English at home and at school.

5. Interviewer: When do you study every day?
Ahou: I study every morning and sometimes in the evening.

6. Interviewer: How do you start to reach your goal?
Ahou: First, I know my goal clearly.

7. Interviewer: What do you do after you know your goal?
Ahou: I make a plan and write small steps.

8. Interviewer: How often do you do a small step?
Ahou: I do one small step every day.

9. Interviewer: What do you do if you feel tired or lazy?
Ahou: I keep trying and think about my dream.

10. Interviewer: How do you check your progress?
Ahou: I look at what I already did and what I still need to do.

11. Interviewer: Who gives you support?
Ahou: My friends and my family give me support.

12. Interviewer: What do you do when you reach your goal?
Ahou: I celebrate and feel proud of myself.

13. Interviewer: Why is it important to never give up?
Ahou: Because with planning, discipline, and never giving up, I can reach my goal.

14. Interviewer: How do you feel when you achieve your dream?
Ahou: I feel happy and proud.

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

Read:

My name is Ahou. My goal is to speak English well. I stay focused by knowing my goal clearly and making a plan with small steps. I do one small thing every day. Sometimes I feel tired or lazy, but I keep trying. I think about my dream and why it is important for me. I check my progress to see what I have done and what I still need to do. My friends and my family give me support. When I reach my goal, I celebrate and feel proud of myself. With planning, discipline, and never giving up, I can reach my goal.

____________________

Rewrite story above, starting with

>>>>>>>>>>>His name is Ahou. His goal is……….

make all changes necessary!

___________________

Correct version:

Her name is Ahou. Her goal is to speak English well. She stays focused by knowing her goal clearly and making a plan with small steps. She does one small thing every day. Sometimes she feels tired or lazy, but she keeps trying. She thinks about her dream and why it is important for her. She checks her progress to see what she has done and what she still needs to do. Her friends and her family give her support. When she reaches her goal, she celebrates and feels proud of herself. With planning, discipline, and never giving up, she can reach her goal.

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

🧭 Cheat Sheet:
How to Improve Your English

1. Define Your Goal Clearly
- Be Specific: Decide exactly what you want.
  → Example: “I want to speak English confidently with tourists” instead of “I want to be better at English.”
- Measurable: Choose something you can check.
  → Example: “I want to learn 10 new words every day.”
- Achievable: Be realistic.
  → Example: “I will study 20 minutes daily,” not “I will study 5 hours every day.”
- Relevant: Make sure your goal fits your life.
  → Example: “I need English for my job.”
- Time-Bound: Set a deadline.
  → Example: “I want to reach A2 level in six months.”
2. Break It Down
- Divide your big goal into small, easy steps.
  → Example: Vocabulary, speaking, listening, reading, writing.
- Make a timeline.
  → Example: Week 1: greetings, Week 2: daily routines, etc.
3. Develop a Plan
- Action Steps:
  → Study 20 minutes every morning.
  → Watch one short video in English daily.
  → Speak with a friend or teacher twice a week.
- Resources:
  → English app, YouTube, grammar book, notebook.
- Obstacles:
  → No time? Study while commuting.
  → Shy? Practice alone first, then with others.
4. Stay Motivated
- Visualize Success: Imagine yourself speaking English with confidence.
- Find Inspiration: Follow English learners, join study groups, or watch movies in English.
- Reward Yourself: Treat yourself when you finish a topic or reach a goal.
5. Track Your Progress
- Keep a study journal. Write what you learn each day.
- Review weekly: What’s easy? What’s difficult? What to change?
6. Stay Flexible and Persistent
- Adapt: If one method doesn’t work, try another.
  → Example: Change from reading to listening practice.
- Persevere: Don’t stop when it’s hard — learning takes time!
7. Seek Support
- Accountability Partner: Find a friend who learns with you.
- Professional Help: Join an English class or find a tutor.
8. Celebrate Achievements
- Celebrate small wins — finishing a unit, understanding a movie, or talking to a foreigner.
- Be proud of every step — each one brings you closer to fluency.
16. September 2025

🤩😎🥳Meet your first English sentences – Anan, a day at the foundation, part 1/2🥳😎🤩(A1 beginners, present simple, short answers, questions, negations, part 13)

Anan lives and studies at the foundation. Every morning he wakes up early and eats breakfast with his friends. At 8 o’clock he goes to class. The teacher teaches him English words for hotel work, like “guest,” “room,” and “clean.” He learns to say hello and welcome to visitors.

After that, Anan studies how to work in a hotel. Some days he learns about the front desk. He learns to smile, speak politely, and help guests. Other days he learns about cleaning rooms. He practices making beds, washing towels, and keeping everything nice and tidy.

At lunchtime, Anan eats with the other students. In the afternoon, he has practice time. Sometimes he works in a small training hotel. He serves drinks, carries bags, or helps in the restaurant. The teachers watch and help him do it better.

Later in the day, he has lessons about life and good manners. He learns how to work in a team and how to be kind to others.

In the evening, he studies English again or plays football with friends. After dinner, he goes back to his room, reads a little, and then sleeps. He feels happy because every day he learns something new for his future.

_____________________

Vocabulary:

a foundation – a place that helps people learn or get support
to wake up – to open your eyes in the morning
breakfast – the first meal in the morning
to teach somebody English – to help a person learn English words and speaking
to welcome a visitor – to say hello and make a guest feel happy to come
to study – to learn and read about something
to smile – to show happiness on your face
to speak politely – to talk in a kind and nice way
to clean rooms – to make rooms neat and not dirty
to practice making beds – to learn how to make a bed again and again
a towel – a piece of cloth to dry your body or hands
tidy – clean and in good order
lunchtime – the time in the middle of the day to eat
practice time – time to do something again to get better
to serve a drink – to give a drink to someone
to carry bags – to take bags in your hands and move them
good manners – to behave nicely and be polite
to be kind – to be nice and helpful to people
future – the time that comes after today

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

Multiple choice, one answer correct:

1. A foundation is a place that…
a) helps people b) sells food c) makes cars

2. To wake up means…
a) open your eyes b) go to bed c) eat breakfast

3. Breakfast is…
a) morning food b) night food c) evening food

4. To teach somebody English means…
a) play games b) help learn c) sleep

5. To welcome a visitor means…
a) close the door b) say hello c) go away

6. To study means…
a) sing songs b) learn more c) run

7. To smile means…
a) show happy face b) cry c) shout

8. To speak politely means…
a) talk loudly b) talk nicely c) talk fast

9. To clean rooms means…
a) make tidy b) move furniture c) paint walls

10. To practice making beds means…
a) jump on bed b) sleep in bed c) make bed correctly

11. A towel is…
a) for eating b) for walking c) for drying

12. Tidy means…
a) very dark b) old c) clean and neat

13. Lunchtime is…
a) play time b) time to eat c) sleep time

14. Practice time is…
a) watch TV b) go home c) time to practice

15. To serve a drink means…
a) cook rice b) rest c) give a drink

16. To carry bags means…
a) sit down b) hold bags c) draw pictures

17. Good manners means…
a) shout b) eat fast c) be polite

18. To be kind means…
a) be angry b) sleep late c) help people

19. Future means…
a) before now b) today c) after now

_______________________

Answers :

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

Correct answers:

A foundation helps people.
To wake up means to open your eyes.
Breakfast is morning food.
To teach somebody English means to help learn.
To welcome a visitor means to say hello.
To study means to learn more.
To smile means to show a happy face.
To speak politely means to talk nicely.
To clean rooms means to make tidy.
To practice making beds means to make the bed correctly.
A towel is for drying.
Tidy means clean.
Lunchtime means time to eat.
Practice time means time to practice.
To serve a drink means to give a drink.
To carry bags means to hold bags.
Good manners means to be polite.
To be kind means to help people.
Future means after now.

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

Match word with definiton:

Vocabulary

Foundation
Wake up
Breakfast
Teach somebody English
Welcome a visitor
Study
Smile
Speak politely
Clean rooms
Practice making beds
Towel
Tidy
Lunchtime
Practice time
Serve a drink
Carry bags
Good manners
Be kind
Future

Definitions:

A. Time to eat
B. To hold bags
C. To make a bed correctly
D. To open your eyes
E. To give a drink
F. To talk nicely
G. A place that helps people
H. To help learn English
I. To say hello to someone
J. To clean and make tidy
K. A piece of cloth for drying
L. To smile or show a happy face
M. To learn more
N. To be polite
O. To show kindness
P. Morning food
Q. Time to practice
R. After now
S. To clean rooms

_____________________

Answers:

1G, 2D, 3P, 4H, 5I, 6M, 7L, 8F,
9S, 10C, 11K, 12J, 13A, 14Q,
15E, 16B, 17N, 18O, 19R

_____________________

Correct answers:

Future – after now

Foundation – helps people

Wake up – to open your eyes

Breakfast – morning food

Teach somebody English – to help learn English

Welcome a visitor – to say hello to someone

Study – to learn more

Smile – to smile or show a happy face

Speak politely – to talk nicely

Clean rooms – to clean rooms

Practice making beds – to make a bed correctly

Towel – a piece of cloth for drying

Tidy – to clean and make tidy

Lunchtime – time to eat

Practice time – time to practice

Serve a drink – to give a drink

Carry bags – to hold bags

Good manners – to be polite

Be kind – to show kindness

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

True or false:

Breakfast is eaten in the morning.
To wake up means to go to sleep.
A towel is for drying.
To clean rooms means to make the room not tidy.
Smile means to show a happy face.
To speak politely means to talk nicely.
Lunchtime means time to eat.
Practice making beds means to sleep in the bed.
Be kind means to help people.
Carry bags means not hold bags.
Serve a drink means to give a drink.
Tidy means very dark.
Study means to learn more.
Welcome a visitor means to close the door.

________________________

True: 1,3,5,6,7,9,11,13
________________________
Correct answers:

Breakfast is eaten in the morning.
To wake up means to go to sleep. True is: To wake up means to open your eyes.
A towel is for drying.
To clean rooms means to make the room not tidy. True is: To clean rooms means to make the room tidy.
Smile means to show a happy face.
To speak politely means to talk nicely.
Lunchtime means time to eat.
Practice making beds means to sleep in the bed. True is: Practice making beds means to make the bed correctly.
Be kind means to help people.
Carry bags means not hold bags. True is: Carry bags means to hold bags.
Serve a drink means to give a drink.
Tidy means very dark. True is: Tidy means clean.
Study means to learn more.
Welcome a visitor means to close the door. True is: Welcome a visitor means to say hello.

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

Short answers

basics:

Example Sentence	Yes	No
I learn the alphabet.	Yes, I do.	No, I don’t.
You read signs.	Yes, you do.	No, you don’t.
He practices speaking.	Yes, he does.	No, he doesn’t.
She watches cartoons.	Yes, she does.	No, she doesn’t.
It helps us learn English.	Yes, it does.	No, it doesn’t.
We use apps like Duolingo.	Yes, we do.	No, we don’t.
You read labels.	Yes, you do.	No, you don’t.
They make mistakes sometimes.	Yes, they do.	No, they don’t.

Question	Yes	No
Do I learn the alphabet?	Yes, I do.	No, I don’t.
Do you read signs?	Yes, you do.	No, you don’t.
Does he practice speaking?	Yes, he does.	No, he doesn’t.
Does she watch cartoons?	Yes, she does.	No, she doesn’t.
Does it help us learn English?	Yes, it does.	No, it doesn’t.
Do we use apps like Duolingo?	Yes, we do.	No, we don’t.
Do you read labels?	Yes, you do.	No, you don’t.
Do they make mistakes sometimes?	Yes, they do.	No, they don’t.

Question	Yes	No
Am I big?	Yes, I am.	No, I am not.
Are you big?	Yes, you are.	No, you aren’t.
Is he big?	Yes, he is.	No, he isn’t.
Is she big?	Yes, she is.	No, she isn’t.
Is it big?	Yes, it is.	No, it isn’t.
Are we big?	Yes, we are.	No, we aren’t.
Are you big?	Yes, you are.	No, you aren’t.
Are they big?	Yes, they are.	No, they aren’t.

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

Give short answers:

Breakfast is eaten in the morning.

YOU WRITE:
Yes, it is.
People wake up in the night.

YOU WRITE:
No, they don’t.
A towel is used for drying your body.
____________________________
Rooms are cleaned to make them tidy.
____________________________
A smile shows a happy face.
____________________________
Polite people talk loudly.
____________________________
Lunchtime is the time to eat food.
____________________________
Beds are practiced to be made correctly.
____________________________
Kind people help other people.
____________________________
Bags are carried to hold them.
____________________________
Drinks are served to give them to someone.
____________________________
Tidy means very dark.
____________________________
Students study to learn more.
____________________________
Visitors are welcomed by saying hello.
____________________________
Breakfast is eaten at night.
____________________________
People wake up and go back to sleep.
____________________________
Rooms are cleaned to make them not tidy.
____________________________
A smile means a person cries.
____________________________
Polite people talk nicely.
____________________________
Practice time is the time to practice.
____________________________

————————————–

Correct version:

Breakfast is eaten in the morning.
Yes, it is.
People wake up in the night.
No, they don’t.
A towel is used for drying your body.
Yes, it is.
Rooms are cleaned to make them tidy.
Yes, they are.
A smile shows a happy face.
Yes, it does.
Polite people talk loudly.
No, they don’t.
Lunchtime is the time to eat food.
Yes, it is.
Beds are practiced to be made correctly.
Yes, they are.
Kind people help other people.
Yes, they do.
Bags are carried to hold them.
Yes, they are.
Drinks are served to give them to someone.
Yes, they are.
Tidy means very dark.
No, it doesn’t.
Students study to learn more.
Yes, they do.
Visitors are welcomed by saying hello.
Yes, they are.
Breakfast is eaten at night.
No, it isn’t.
People wake up and go back to sleep.
No, they don’t.
Rooms are cleaned to make them not tidy.
No, they aren’t.
A smile means a person cries.
No, it doesn’t.
Polite people talk nicely.
Yes, they do.
Practice time is the time to practice.
Yes, it is.

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

Correct the statements as shown:

Breakfast is eaten at night.

YOU WRITE:
No, it isn’t. It is eaten in the morning.
People wake up and go back to sleep.

YOU WRITE:
No, they don’t. They wake up and eat breakfast.
A towel is used for cooking.
____________________________
Rooms are cleaned to make them dirty.
____________________________
Smile means a person cries.
____________________________
Polite people talk loudly.
____________________________
Lunchtime is a time to sleep.
____________________________
Beds are practiced to sleep in them.
____________________________
Be kind means to be angry.
____________________________
Carry bags means to throw them away.
____________________________
Drinks are served to cook food.
____________________________
Study means to play games.
____________________________
Visitors are welcomed by closing the door.
____________________________
Tidy means very dark.
____________________________
Practice time means time to watch TV.
____________________________
Students study to sleep.
____________________________

———————————

Correct answers:

Breakfast is eaten at night.
No, it isn’t. It is eaten in the morning.
People wake up and go back to sleep.
No, they don’t. They wake up and eat breakfast.
A towel is used for cooking.
No, it isn’t. It is used for drying.
Rooms are cleaned to make them dirty.
No, they aren’t. They are cleaned to make them tidy.
Smile means a person cries.
No, it doesn’t. It means to show a happy face.
Polite people talk loudly.
No, they don’t. They talk nicely.
Lunchtime is a time to sleep.
No, it isn’t. It is time to eat.
Beds are practiced to sleep in them.
No, they aren’t. They are practiced to be made correctly.
Be kind means to be angry.
No, it doesn’t. It means to help people.
Carry bags means to throw them away.
No, it doesn’t. It means to hold bags.
Drinks are served to cook food.
No, they aren’t. They are served to give drinks.
Study means to play games.
No, it doesn’t. It means to learn more.
Visitors are welcomed by closing the door.
No, they aren’t. They are welcomed by saying hello.
Tidy means very dark.
No, it doesn’t. It means clean.
Practice time means time to watch TV.
No, it isn’t. It is time to practice.
Students study to sleep.
No, they don’t. They study to learn more.

###################
Basics:

Personal Pronoun	am / is / are
I	am	8 years old
You	are	8 years old
He	is	8 years old
She	is	8 years old
It	is	8 years old
We	are	8 years old
You (plural)	are	8 years old
They	are	8 years old

Personal Pronoun	am not / is not / are not
I	am not	8 years old
You	are not	8 years old
He	is not	8 years old
She	is not	8 years old
It	is not	8 years old
We	are not	8 years old
You (plural)	are not	8 years old
They	are not	8 years old

Question:

Question Word	Personal Pronoun
Am	I	8 years old?
Are	you	8 years old?
Is	he	8 years old?
Is	she	8 years old?
Is	it	8 years old?
Are	we	8 years old?
Are	you (plural)	8 years old?
Are	they	8 years old?

Statement:

Personal Pronoun	Verb
I	like	ice cream
You	like	ice cream
He	likes	ice cream
She	*likes*	ice cream
It	likes	ice cream
We	like	ice cream
You (plural)	like	ice cream
They	like	ice cream

Negation:

Personal Pronoun	Verb (negative)
I	do not like	ice cream
You	do not like	ice cream
He	does not like	ice cream
She	does not like	ice cream
It	does not like	ice cream
We	do not like	ice cream
You (plural)	do not like	ice cream
They	do not like	ice cream

Question:

Do / Does	Personal Pronoun	Verb	Sugar?
Do	I	like	sugar?
Do	you	like	sugar?
Does	he	like	sugar?
Does	she	like	sugar?
Does	it	like	sugar?
Do	we	like	sugar?
Do	you (plural)	like	sugar?
Do	they	like	sugar?

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

Answer as shown:

Breakfast is eaten at night or in the morning?

YOU WRITE:
Breakfast is eaten in the morning.
Do people wake up and go back to sleep or have breakfast?

YOU WRITE:
People wake up and have breakfast.
Is a towel used for cooking or for drying?
___________________________________
Are rooms cleaned to make them dirty or tidy?
___________________________________
Does a smile mean a person cries or shows a happy face?
___________________________________
Do polite people talk loudly or talk nicely?
___________________________________
Is lunchtime a time to sleep or to eat?
___________________________________
Are beds practiced to sleep in them or to be made correctly?
___________________________________
Does being kind mean to be angry or to help people?
___________________________________
Does carry bags mean to throw them away or to hold them?
___________________________________
Are drinks served to cook food or to give drinks?
___________________________________
Does study mean to play games or to learn more?
___________________________________
Are visitors welcomed by closing the door or by saying hello?
___________________________________
Does tidy mean very dark or clean?
___________________________________
Is practice time the time to watch TV or the time to practice?
___________________________________
Do students study to sleep or to learn more?
___________________________________

———————————–

Correct answers:

Breakfast is eaten at night or in the morning?
Breakfast is eaten in the morning.
Do people wake up and go back to sleep or have breakfast?
People wake up and have breakfast.
Is a towel used for cooking or for drying?
A towel is used for drying.
Are rooms cleaned to make them dirty or tidy?
Rooms are cleaned to make them tidy.
Does a smile mean a person cries or shows a happy face?
A smile shows a happy face.
Do polite people talk loudly or talk nicely?
Polite people talk nicely.
Is lunchtime a time to sleep or to eat?
Lunchtime is the time to eat.
Are beds practiced to sleep in them or to be made correctly?
Beds are practiced to be made correctly.
Does being kind mean to be angry or to help people?
Being kind means to help people.
Does carry bags mean to throw them away or to hold them?
Carry bags means to hold them.
Are drinks served to cook food or to give drinks?
Drinks are served to give drinks.
Does study mean to play games or to learn more?
Study means to learn more.
Are visitors welcomed by closing the door or by saying hello?
Visitors are welcomed by saying hello.
Does tidy mean very dark or clean?
Tidy means clean.
Is practice time the time to watch TV or the time to practice?
Practice time is the time to practice.
Do students study to sleep or to learn more?
Students study to learn more.

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

———————————–

Form questions to which the word/s given is/are the answer:

My brother wakes up at night.
a) My brother:_______________________
b) My: ______________________
c) wakes up at night: ______________________
d) at night: ______________________

YOU WRITE:
a) Who wakes up at night?
b) Whose borther wakes up at night?
c) What does he do?
d) When does he wake up?

1. My brother sleeps at night.
a) My brother: ______________________
b) My: ______________________
c) sleeps at night: ______________________
d) at night: ______________________

2. I eat breakfast in the morning.
a) I: ______________________
b) eat breakfast in the morning: ______________________
c) in the morning: ______________________

3. She smiles at her friend.
a) She: ______________________
b) smiles at her friend: ______________________
c) at her friend: ______________________
d) her:___________________

4. They carry bags to school.
a) They: ______________________
b) carry bags to school: ______________________
c) to school: ______________________

5. He speaks politely to the teacher.
a) He: ______________________
b) politely: ______________________
c) speaks politely to the teacher: ______________________
d) to the teacher: ______________________

—————————————–
Correct answers:

1. My brother sleeps at night.
a) My brother: Who sleeps at night?
b) My: Whose brother sleeps at night?
c) sleeps at night: What does my brother do at night?
d) at night: When does my brother sleep?

2. I eat breakfast in the morning.
a) I: Who eats breakfast in the morning?
b) eat breakfast in the morning: What do I do in the morning?
c) in the morning: When do I eat breakfast?

3. She smiles at her friend.
a) She: Who smiles at her friend?
b) smiles at her friend: What does she do?
c) at her friend: Who does she smile at?
d) her: Whose friend does she smile at?

4. They carry bags to school.
a) They: Who carries bags to school?
b) carry bags to school: What do they do?
c) to school: Where do they carry the bags?

5. He speaks politely to the teacher.
a) He: Who speaks politely to the teacher?
b) politely: How does he speak to the teacher?
c) speaks politely to the teacher: What does he do?
d) to the teacher: Who does he speak politely to?

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

Interview with Anan – Beginner A1

1. Q: What time do you wake up?
A: I wake up at 6 o’clock.

2. Q: What do you eat for breakfast?
A: I eat bread and fruit.

3. Q: Who do you see at the foundation?
A: I see my teachers and friends.

4. Q: Where do you study?
A: I study in the classroom.

5. Q: How do you go to class?
A: I walk to class.

6. Q: When do you practice making beds?
A: I practice in the morning.

7. Q: Why do you clean rooms?
A: I clean rooms to keep them tidy.

8. Q: Do you carry bags for visitors?
A: Yes, I do.

9. Q: Do you serve drinks?
A: Yes, I do.

10. Q: How do you speak to teachers?
A: I speak politely.

11. Q: What do you do at lunchtime?
A: I eat my lunch.

12. Q: Who do you smile at?
A: I smile at visitors.

13. Q: How often do you practice English?
A: I practice every day.

14. Q: Are you happy at the foundation?
A: Yes, I am.

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

Interview with Anan – A1 Intermediate.
Complete, words below:

bags – politely – breakfast – meeting – classmates –
eat – beds – every day – classroom –
foundation – fruit – morning –
good manners – during

—————————–

1. Q: What time do you usually wake up at the foundation?
A: I usually wake up at 6 o’clock, and then I get ready for __________.

2. Q: What do you have for breakfast?
A: I have bread, __________, and sometimes eggs.

3. Q: Who do you see at the foundation in the morning?
A: I see my teachers, _________, and friends from other classes.

4. Q: Where do you study English and tourism?
A: I study in the __________ and sometimes in the practice rooms.

5. Q: How do you go to your classes?
A: I walk to the classroom, and sometimes I help carry __________ for visitors.

6. Q: When do you practice making beds and cleaning rooms?
A: I practice in the __________ after breakfast and sometimes in the afternoon.

7. Q: Why do you practice making __________ and cleaning rooms?
A: I practice to learn good manners and to be ready for working in hotels.

8. Q: Do you carry bags for visitors at the foundation?
A: Yes, I do. I help visitors carry their bags when they come to the __________.

9. Q: Do you serve drinks to visitors?
A: Yes, I do. I serve water or juice __________ to all visitors.

10. Q: How do you speak to your teachers and visitors?
A: I speak politely and try to smile. I use __________.

11. Q: What do you do at lunchtime?
A: I __________ my lunch with my classmates, and sometimes we talk about our day.

12. Q: Who do you smile at __________ the day?
A: I smile at visitors, my teachers, and my friends.

13. Q: How often do you practice English?
A: I practice English __________ in class and sometimes after lunch.

14. Q: Are you happy to study at the foundation?
A: Yes, I am happy. I like learning new things and _________ new people.

———————————–
Correct version:

1. Q: What time do you usually wake up at the foundation?
A: I usually wake up at 6 o’clock, and then I get ready for breakfast.

2. Q: What do you have for breakfast?
A: I have bread, fruit, and sometimes eggs.

3. Q: Who do you see at the foundation in the morning?
A: I see my teachers, classmates, and friends from other classes.

4. Q: Where do you study English and tourism?
A: I study in the classroom and sometimes in the practice rooms.

5. Q: How do you go to your classes?
A: I walk to the classroom, and sometimes I help carry bags for visitors.

6. Q: When do you practice making beds and cleaning rooms?
A: I practice in the morning after breakfast and sometimes in the afternoon.

7. Q: Why do you practice making beds and cleaning rooms?
A: I practice to learn good manners and to be ready for working in hotels.

8. Q: Do you carry bags for visitors at the foundation?
A: Yes, I do. I help visitors carry their bags when they come to the foundation.

9. Q: Do you serve drinks to visitors?
A: Yes, I do. I serve water or juice politely to all visitors.

10. Q: How do you speak to your teachers and visitors?
A: I speak politely and try to smile. I use good manners.

11. Q: What do you do at lunchtime?
A: I eat my lunch with my classmates, and sometimes we talk about our day.

12. Q: Who do you smile at during the day?
A: I smile at visitors, my teachers, and my friends.

13. Q: How often do you practice English?
A: I practice English every day in class and sometimes after lunch.

14. Q: Are you happy to study at the foundation?
A: Yes, I am happy. I like learning new things and meeting new people.

16. September 2025

☎📶📳Front desk telephone communication📞📱 (A2)

Professional handling of different guest types

🏨 Front Desk Telephone Communication

✨ Booking Calls for Different Guest Types —
Business,
Honeymoon, and
Family Guests

1. Business Guest – Mr. Anderson

Situation:
A businessman calls to book a quiet room for one week. He needs a good desk, fast Wi-Fi, and airport transfer.

Front Desk Agent (FDA):
Good afternoon, Royal Orchid Grand Hotel. This is Anna speaking. How can I help you?

Guest (Mr. Anderson):
Hello, Anna. My name is John Anderson. I will come to your city next week for business. I would like to book a room for seven nights.

FDA:
Of course, Mr. Anderson. May I know your check-in and check-out dates, please?

Guest:
Yes, I will arrive on Monday, the 10th, and check out on Monday, the 17th.

FDA:
Thank you, sir. We have two room types available for you:

Deluxe Room – 120 USD per night, including breakfast.
Executive Suite – 180 USD per night, including breakfast, access to our Executive Lounge, and one free piece of laundry per day.

Guest:
I will take the Executive Suite. I need a quiet room and a good desk for work.

FDA:
That is a great choice. The Executive Suite is on a high floor, very quiet, and has a big working desk, strong Wi-Fi, and free coffee and tea in the room.

Guest:
Excellent. Do you have airport transfer? My flight arrives at 8:30 in the morning.

FDA:
Yes, we do. We can send our private hotel car to pick you up at the airport. The transfer costs 25 USD one way. Would you like me to arrange it for you?

Guest:
Yes, please.

FDA:
Perfect. So, your booking is for one Executive Suite, from October 10th to 17th, for 7 nights, total 1,260 USD, including breakfast, lounge access, and daily laundry.
I will send you a confirmation email with all the details.

Guest:
That sounds very good, thank you. I will reply to confirm.

FDA:
Thank you, Mr. Anderson. We look forward to welcoming you soon. Have a wonderful day!

✅ Booking confirmed later by email.

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

2. Honeymoon Couple – Mr. and Mrs. Rivera

Situation:
A couple calls to book their honeymoon stay. They want something romantic, with special services and a nice view.

FDA:
Good evening, Royal Orchid Grand Hotel. This is Daniel speaking. How can I help you?

Guest (Mrs. Rivera):
Hello, Daniel. My name is Maria Rivera. My husband and I are coming for our honeymoon next month. We would like to stay for one week.

FDA:
Congratulations, Mrs. Rivera! That is wonderful. When will you arrive?

Guest:
We will arrive on November 8th and stay until November 15th.

FDA:
Perfect. We have a Honeymoon Package for couples like you. It includes:

A Honeymoon Suite with river view and balcony
Fresh flowers and a fruit basket in the room
Daily breakfast in bed
One romantic candlelight dinner by the pool
A 60-minute couple’s spa massage

The price is 220 USD per night, so for seven nights it will be 1,540 USD, including all taxes and breakfast.

Guest:
That sounds lovely. Does the room have a bathtub?

FDA:
Yes, it does. The suite has a large bathtub, a king-size bed, and a private balcony with a beautiful view of the river.

Guest:
Wonderful! Can we check in early if our flight arrives at 9:00 AM?

FDA:
Yes, we can arrange early check-in for you. It is free if the room is ready. If not, you can relax in our lounge and enjoy coffee or tea while waiting.

Guest:
That’s perfect. Please send me all the information and total price by email.

FDA:
Of course, Mrs. Rivera. I will send you the full Honeymoon Package details and the booking form right away. You can reply to confirm.

Guest:
Thank you so much, Daniel. You are very kind.

FDA:
You’re welcome, Mrs. Rivera. We look forward to making your honeymoon a wonderful and romantic experience.

✅ Booking confirmed via email later that evening.

3. Family with Two Children – Mr. Tan

Situation:
A family with two children calls to book a one-week stay. They need a family-friendly room and facilities for kids.

FDA:
Good morning, Royal Orchid Grand Hotel. This is Lisa speaking. How can I help you?

Guest (Mr. Tan):
Hello, Lisa. My name is David Tan. My wife and I are traveling with our two children, aged 3 and 12. We would like to stay for one week next month.

FDA:
That’s great, Mr. Tan. May I have your dates, please?

Guest:
We will arrive on December 2nd and stay until December 9th.

FDA:
Thank you. We have a Family Suite that will be perfect for you. It has:

One master bedroom with a king bed
A small room with two single beds for the children
A kitchenette with fridge and microwave
Two bathrooms

The price is 190 USD per night, including breakfast for two adults and two children.

Guest:
That sounds very good. Do you have things for children to do in the hotel?

FDA:
Yes, we do! We have a Kids’ Club with games and art activities, a children’s pool with a slide, and a babysitting service if you need it. Babysitting costs 10 USD per hour.

Guest:
Perfect. Our small child needs a baby cot for sleeping.

FDA:
No problem. We can put a baby cot in your room for free.

Guest:
Thank you. Can you also arrange airport transfer?

FDA:
Yes, of course. We can send a private van with two child seats. The price is 30 USD each way.

Guest:
That’s great. Please send me all the details by email so I can talk with my wife.

FDA:
I will do that right away, Mr. Tan. You will receive your booking offer in a few minutes, with photos of the Family Suite and all inclusions.

Guest:
Thank you, Lisa. You have been very helpful.

FDA:
It’s my pleasure, Mr. Tan. We are happy to welcome your family soon!

✅ Booking confirmed later by email.

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

💬 Training Notes for Staff (A2 Level)

Guest Type	Tone	Focus	What to Offer	Tip
Business Guest	Polite, formal	Work comfort, Wi-Fi, transfer	Quiet room, fast internet, car service	Speak clearly and confirm prices
Honeymoon Couple	Warm, kind	Romance, privacy	Flowers, dinner, spa	Congratulate them warmly
Family Guest	Friendly, caring	Space, kids’ facilities	Family room, kids’ club, cot	Sound caring and helpful

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

Front Desk Training Handout Herunterladen

16. September 2025

🙌👍Staff at front desk and guests; dialogues: guests checking out, part 3/3👍🙌(A2, text only)
- how to…………………
1. Guest Had a Great Stay, Gives Positive Feedback, Wants to Return Again

Receptionist: Good morning, sir. Are you checking out today?
Guest: Yes, I am. I had a wonderful stay, thank you.
Receptionist: That’s great to hear! May I have your room number, please?
Guest: It’s room 504.
Receptionist: Thank you very much. How was everything during your stay?
Guest: Everything was perfect. The room was clean, and the staff were so friendly.
Receptionist: We are very happy to know that. Did you enjoy the view from your room?
Guest: Yes, it was amazing — I could see the river and the city lights.
Receptionist: That’s lovely. Did you also use our spa or restaurant during your stay?
Guest: Yes, I tried the spa. It was very relaxing.
Receptionist: Wonderful. Would you like me to share your feedback with the spa manager?
Guest: Yes, please. They did a great job.
Receptionist: Thank you, sir. Would you like to keep the same type of room for your next visit?
Guest: Yes, I would like to come back in December and stay in the same room.
Receptionist: Certainly. Would you like me to make a note for our reservations team?
Guest: Yes, please do that.
Receptionist: Of course. Would you prefer to book now or later by email?
Guest: I’ll book later by email.
Receptionist: Perfect. Here is your receipt, and thank you again for staying with us.
Guest: Thank you. I really enjoyed my time here. I’ll definitely come back.
Receptionist: We look forward to welcoming you again, sir. Have a safe trip home!

2. Guest Liked the Stay, Small Complaint About Air Conditioning (Fixed), Will Write Review

Receptionist: Good morning, ma’am. Are you checking out today?
Guest: Yes, I am. Everything was nice, thank you.
Receptionist: That’s good to hear. May I have your room number, please?
Guest: Room 712.
Receptionist: Thank you. Did you enjoy your stay with us?
Guest: Yes, I did, but on the first night the air condition didn’t work well.
Receptionist: Oh, I’m very sorry about that. Was it fixed after you reported it?
Guest: Yes, your engineer came very quickly and fixed it. After that it was fine.
Receptionist: I’m happy to hear that our team could solve the problem quickly.
Guest: Yes, they were very polite and helpful.
Receptionist: Thank you for saying that. Would you like me to share your comment with our maintenance team?
Guest: Yes, please. They deserve it.
Receptionist: Of course. Did you have time to enjoy our pool or restaurant?
Guest: Yes, I had breakfast every morning. The buffet was very good.
Receptionist: Wonderful! Would you like to leave a review on our website or TripAdvisor?
Guest: Yes, I plan to write one when I get home.
Receptionist: That’s great. We really appreciate your feedback, ma’am.
Guest: Thank you. I had a good stay and would come again next time.
Receptionist: We’re happy to hear that. Here’s your bill — would you like a printed or email copy?
Guest: An email copy, please.
Receptionist: Certainly. May I confirm your email address?
Guest: It’s ax.martin@ggail.com.
Receptionist: Thank you, Ms. Martin. Your bill has been sent. We hope to see you again soon!
Guest: Thank you, goodbye!
Receptionist: Goodbye, and have a pleasant journey!

3. Guest Had Loud Neighbors, Staff Tried to Help, But Problem Continued

Receptionist: Good morning, sir. Are you checking out today?
Guest: Yes, I am. I liked the hotel, but I had some problems during the stay.
Receptionist: I’m very sorry to hear that, sir. May I know what happened?
Guest: My neighbors were very loud every night. I called the front desk twice, and the staff came, but it didn’t really help.
Receptionist: I’m truly sorry for that. May I ask which room you were in?
Guest: Room 818.
Receptionist: Thank you. I remember your call, sir. The duty manager did speak to the guests next door, but I understand it continued.
Guest: Yes, it was still noisy after midnight. I couldn’t sleep well.
Receptionist: I apologize for the inconvenience. We should have offered you another room.
Guest: Yes, that’s what I would have preferred — a quiet room.
Receptionist: I completely understand. Would you allow me to offer you something to make up for this?
Guest: What do you mean?
Receptionist: We would like to offer you a 20% discount on your stay, or a complimentary night on your next visit.
Guest: That’s very kind of you. I’ll take the discount, please.
Receptionist: Of course. I will adjust your bill right now. Would you like me to send the final bill to your email?
Guest: Yes, please.
Receptionist: Certainly. May I confirm your email address?
Guest: It’s james.walker@hotmail.com.
Receptionist: Thank you, Mr. Walker. I’ve applied the discount and sent the email.
Guest: Thank you. I appreciate your help.
Receptionist: We’re very sorry again for the noise, sir. We hope you’ll give us another chance next time.
Guest: Yes, I think I will. I liked everything else here.
Receptionist: Thank you, sir. We’ll make sure you get a quiet room next time. Have a safe trip home!

staff front desk Herunterladen
16. September 2025
🙌👍Staff at front desk and guests; dialogues: three complaints, part 2/3👍🙌(A2, text only)
- how to………………………
1. Complaint About Loud Neighbors

Guest: Good evening. I’m sorry to bother you, but my neighbors are very loud.
Receptionist: I’m very sorry to hear that, sir. May I have your room number, please?
Guest: It’s room 623.
Receptionist: Thank you. Since what time have they been noisy?
Guest: They started around 10 p.m., and they are still talking and laughing loudly.
Receptionist: I understand. Is the noise coming from the next room or upstairs?
Guest: From the next room, I think.
Receptionist: I see. Did you try calling the front desk earlier?
Guest: No, this is my first time reporting it.
Receptionist: Thank you for letting us know. Would you like me to call their room and ask them to be quiet?
Guest: Yes, please.
Receptionist: Would you prefer that I also send our security to check the situation?
Guest: That might be good if they don’t stop.
Receptionist: Certainly. Would you like me to call you back after I talk to them?
Guest: Yes, I would appreciate that.
Receptionist: No problem. If the noise continues, would you like to change to another room tonight?
Guest: Only if it stays very loud.
Receptionist: Understood. May I call you in about ten minutes to update you?
Guest: Yes, please do.
Receptionist: Thank you, sir. I’ll take care of it right away and make sure you can rest peacefully.

2. Complaint About Food in the Restaurant

Guest: Hello. I’d like to talk about my dinner last night at the hotel restaurant.
Receptionist: Of course, ma’am. I’m sorry to hear there was a problem. May I know what happened?
Guest: The chicken I ordered was cold and not cooked well.
Receptionist: I’m very sorry about that. May I ask which restaurant you dined in?
Guest: The Golden Lotus Restaurant, around 8 p.m.
Receptionist: Thank you. Did you tell the waiter about the problem at that time?
Guest: Yes, I did, but he just said, “I’ll check,” and never came back.
Receptionist: Oh, I understand. That’s not the service we want to provide. Did you finish the meal, or did you leave it?
Guest: I didn’t eat much. It didn’t taste good.
Receptionist: I’m very sorry again. Would you like me to inform the restaurant manager about this?
Guest: Yes, please.
Receptionist: Would you like him to contact you directly in your room?
Guest: That would be fine.
Receptionist: May I confirm your room number, please?
Guest: Room 410.
Receptionist: Thank you. Would you prefer a refund or perhaps a complimentary dinner tonight?
Guest: A new dinner would be nice, thank you.
Receptionist: Certainly. Would you like to dine at the same restaurant or try our rooftop restaurant instead?
Guest: I’d like to try the rooftop one.
Receptionist: Excellent choice. Would 7 p.m. be a good time for your dinner?
Guest: Yes, that’s perfect.
Receptionist: Wonderful, ma’am. I’ll reserve a nice table and make sure everything is perfect for you this time.

3. Complaint About Bad Service at the Pool

Guest: Hello, good afternoon. I’d like to talk about the service at the pool today.
Receptionist: Of course, sir. I’m very sorry to hear that. Could you tell me what happened?
Guest: I waited more than 30 minutes for someone to bring me a towel, and nobody came.
Receptionist: I’m sorry for that delay. May I ask what time this happened?
Guest: Around 2 p.m. today.
Receptionist: Thank you. Did you speak with one of our pool attendants?
Guest: Yes, I asked a young man, but he just said, “Please wait a moment,” and then disappeared.
Receptionist: I see. That is not acceptable. May I ask if you also ordered any drinks or food at the pool?
Guest: Yes, I ordered a juice, but it came after 40 minutes.
Receptionist: I understand. That must have been frustrating. Did you notice the attendant’s name by any chance?
Guest: No, I didn’t.
Receptionist: That’s okay. Would you like me to inform the pool manager about this?
Guest: Yes, please do.
Receptionist: Would you like the manager to call you in your room to apologize personally?
Guest: Yes, that would be fine.
Receptionist: May I confirm your room number?
Guest: Room 215.
Receptionist: Thank you, sir. Would you like us to send you a complimentary fruit plate or drink to your room as an apology?
Guest: That’s very kind of you, thank you.
Receptionist: My pleasure. Would you prefer juice or sparkling water?
Guest: Sparkling water, please.
Receptionist: Certainly. I’ll arrange that right away and make sure the pool team improves their service.
16. September 2025

Kategorie: WCJ

Ways Hotels Can Upsell

1. Room Upgrades

2. Meal Plans and Dining

3. Spa and Wellness Services

4. Transportation and Tours

5. Early Check-in or Late Check-out

6. In-room Amenities and Special Setups

7. Event or Meeting Packages

Conclusion

Multiple choice, one answer correct:

______________Answers:

Interview: Common Upselling Opportunities in Hotels

_________________________

1. Room Upgrades

Dialogue: Upselling for a Business Guest

Dialogue: Family Check-in and Gentle Upselling

Dialogue: Honeymoon Check-in and Gentle Upselling

Dialogue: Personalized Upgrade for a Regular Guest

—————————————-

Dialogue 1: Regular Guest with Known Dislikes [PS: could be me 😉 ]

——————————-

Dialogue 2: Combined Check-in – Honeymoon Couple + Family

—————————

Dialogue: Couple Check-in with Specific Preferences [PS: could be me 😉 ]

——————————

2. Meal plans and dining

Dialogue: Meal Plans and Dining Upselling

3. Spa and wellness services

Dialogue: Honeymoon Couple – Romantic Beach Dinner Upselling

———————————–

Dialogue: Spa Reception – Massage with Optional Extras and Price Mention

——————————————-

Dialogue: Front Desk – Sauna & Massage for Tired Couple, Price on Request

✅ Key Points Included:

Full Guest Experience Dialogue – Room, Dinner, and Spa

______________________

1. Increase Revenue per Guest

2. Enhance Guest Satisfaction and Loyalty

3. Promote Hotel Facilities and Services

4. Create a Personalized Guest Experience

Conclusion

Reading Comprehension

___________________Answers:

Interview: Goals of Upselling

Reading Comprehension Questions :

1. Definition

2. Goals of Upselling

3. Common Upselling Opportunities

a) Room Upgrades

b) Meal Plans and Dining

c) Spa and Wellness Services

d) Transportation and Tours

e) Early Check-in or Late Check-out

f) In-room Amenities and Special Setups

g) Event or Meeting Packages

4. When and How to Upsell

Timing:

Techniques:

5. Role of Staff

6. Tools for Upselling

7. Benefits of Upselling

8. Common Mistakes to Avoid

9. Example Scenario

10. Summary

🏨 Upselling Vocabulary for Hotel Staff

1. General Sales and Service Words

2. Rooms and Accommodation

3. Food and Beverage (F&B)

4. Spa and Wellness

5. Transportation and Tours

6. Guest Time and Convenience

7. Guest Experience and Emotions

8. Communication and Polite Phrases

9. Technology and Systems

10. Staff and Motivation Words

⭐ Useful Sentence Starters for Upselling

💬 Mini Practice

A list uf useful vocabulary

🌟 Staff Motivation Cheat Sheet – 5★ Hotel

______________
Answers:

___________________
Answers:

🧭 Cheat Sheet:
How to Improve Your English

✨ Booking Calls for Different Guest Types —
Business,
Honeymoon, and
Family Guests