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

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🌟 How I Feel at Work

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

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

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

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💬 What I Can Do

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1. Look at real signs of my good work

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

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

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2. Ask for feedback in a polite way

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

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

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

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3. Keep doing my best every day

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

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

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4. Build good relationships with my colleagues

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

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

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5. Remember my own value

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

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6. Think about the future if nothing changes

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

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

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___________________

Vocabulary:

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

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audio fil 1: 1-1

Audio file 2: 18-20

Multiple choice, one answer correct:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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________________
Answers:

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

________________

Correct version:

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

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Fill in:

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

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———————–
Answers:

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

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True or false:

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

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

___________________

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Correct version:

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

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Match word/s and definition:

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Words:

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

Definitions:

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

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__________________
Answers:

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

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__________________
Correct version:

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

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Oooooopps, scrambled, which phrase are we looking for:

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

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

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

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___________________
A summary:

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

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

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

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

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

_________________
Vocabulary:

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

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audio file 1-15

audio file 16-21

Multiple choice, one answer correct:

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

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_____________________
Answers:

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

__________________________

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Gap-fill, complete:

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

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————————————-
Answers:

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

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_______________________
Correct version:

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

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True or false?

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

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

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

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Which final phrase are we looking for?

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Complete, words below:

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

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

————————————
Correct version:

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

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

Cheat sheet:

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

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

• be calm, be kind, solve the problem

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

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

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

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

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

__________________________

Vocabulary:

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

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

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Multiple choice, one answer correct:

audio 1-19:

audio 20-23:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

—————end of audio file 1 ————-

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

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

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

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

---

____________________

Answers:

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

---

____________________
Answers:

---

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

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

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Gap-fill exercise:

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

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————————————–

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

---

_________________________
Correct version:

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

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

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True or false:

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

---

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

Correct version:

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

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

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Interview with Indra, complete, words below:

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

—————————————-

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

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

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

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

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

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

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

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

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

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

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

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

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

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

---

——————————–
Correct version:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

---

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

Complete, fill in, words below:

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

——————————–

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

——————————-
Correct version:

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

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

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🏨 Guest Complaint Handling

1. Listen 👂

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

2. Show You Care 💬

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

3. Say Sorry 🙏

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

4. Act Fast ⚡

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

5. Give Solutions 🧾

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

6. Check Again ✅

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

7. Stay Calm 🫱

• Speak slowly.
• Don’t get angry.

8. Write It Down 📝

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

✨ Useful Phrases

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

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

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🏨 Self-assessment questionnaire
for hospitality & tourism workers 😃

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• strengthening cultural and tourism ties

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

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

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✈️ Cambodia & Indonesia – tourism cooperation cheat sheet

🧭 Main Goal

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

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🪄 Key Plans

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

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🎯 Why This Is Important

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

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📆 Next Steps

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

---

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

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

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

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

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

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

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

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

_______________________________

Vocabulary:

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

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

Multiple-choice test, one answer only:

---

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

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

---

————————————-
Full version:

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

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

Fill in:

---

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

---

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

---

______________________
Correct version:

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

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

True or false:

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

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

Correct version:

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

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

Complete, fill in, words below:

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

—————————

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

———————————-

Correct version:

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

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

---

✈️ Cambodia & Indonesia – tourism cooperation cheat sheet

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

---

✅ Quick Reminder:

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

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

• analyze yourself

Working in hospitality and tourism is a job where people need many different skills. To grow in this field, it is important to know your strengths and weaknesses.

One big strength in hospitality is good communication. A good worker can speak clearly, smile, and talk in a friendly way. They also listen carefully to guests. Another important strength is service. Good workers help guests quickly, understand their needs, and stay calm when guests are angry. Many people in this field speak more than one language and respect different cultures. Teamwork and responsibility are also very important. Good workers come to work on time, work well with others, and follow company rules. They can solve problems and stay calm during busy times.

Weaknesses are also normal. Some people feel shy when they talk to guests. Others do not understand some accents or forget details. Some feel stressed when the hotel is busy. Weakness is not something bad. It shows where we can learn and grow.

To improve, we can take small steps. We can smile and say hello to one guest every day, learn new English words, and practice speaking. We can also breathe deeply when stressed and practice work steps with friends. Strengths make us proud, and weaknesses help us grow. With small steps, we can become better every day.

___________________________

Vocabulary:

• different skills – things you can do well
• to grow in a field – to get better in a job
• strengths – things you are good at
• weaknesses – things you find difficult
• communication – talking and listening to people
• to speak clearly – to say words so people can understand
• to listen carefully – to hear and pay attention
• to understand a person’s needs – to know what a person wants
• to stay calm – to not feel nervous or worried
• to be angry – to feel upset or mad
• to respect cultures – to be polite to people from different countries
• responsibility – doing your work and duties
• to be on time – to not be late
• to follow rules – to do what is allowed or expected
• to solve problems – to find a solution when there is a problem
• an accent – the way someone’s voice sounds when they speak a language
• to forget details – to not remember small things
• to feel stressed – to feel worried or tense
• to learn to grow – to get better by learning new things
• to improve – to become better at something
• to take small steps – to do little things every day to get better
• to practice speaking – to speak again and again to get better
• to breathe deeply – to take big, slow breaths
• to practice work steps – to do your work in order to get better
• to be proud – to feel happy about what you do

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

Multiple choice, one answer correct:

part 1:

part 2:

1. What are different skills?
A) Things you can do well in work or life
B) Things you cannot see or notice in your life
C) Things you eat or drink every day

2. What does “to grow in a field” mean?
A) To get better in a job over time
B) To play in a garden with plants
C) To improve skills or knowledge in work

3. What are strengths?
A) Things you are good at in work or life
B) Things you do not like or avoid doing
C) Things you forget or cannot remember

4. What are weaknesses?
A) Things you do slowly or carefully
B) Things you enjoy doing every day
C) Things you find difficult or hard

5. What is communication?
A) Reading books quietly or writing letters
B) Talking and listening to share ideas
C) Eating meals together with people

6. What does “to speak clearly” mean?
A) To say words so others understand
B) To speak quietly to yourself
C) To read or write words slowly

7. What does “to listen carefully” mean?
A) To speak loudly or shout
B) To ignore people and do something else
C) To hear and pay attention carefully

8. What does “to understand a person’s needs” mean?
A) To write notes or draw pictures
B) To know what a person wants
C) To help someone with what they need

9. What does “to stay calm” mean?
A) To not feel nervous, angry, or worried
B) To run quickly or move very fast
C) To keep relaxed when busy

10. What does “to be angry” mean?
A) To feel upset or mad
B) To feel very happy or excited
C) To feel annoyed because of something

11. What does “to respect cultures” mean?
A) To be polite to people from different countries
B) To travel or visit other countries
C) To accept people’s traditions and ways

12. What is responsibility?
A) Doing your work and duties carefully
B) Playing games or relaxing at home
C) Taking care of work only sometimes

13. What does “to be on time” mean?
A) To wake up late and run quickly
B) To arrive when expected
C) To come at the correct time
——-end of audio file———

14. What does “to follow rules” mean?
A) To obey instructions and complete work
B) To sing songs or do hobbies
C) To do what is allowed or expected

15. What does “to solve problems” mean?
A) To eat or rest when tired
B) To find a solution when there is a problem
C) To fix problems calmly and quickly

16. What is an accent?
A) The way someone’s voice sounds
B) The music someone listens to
C) The way a person pronounces words

17. What does “to forget details” mean?
A) To not remember small things
B) To lose your things or misplace objects
C) To forget little information just learned

18. What does “to feel stressed” mean?
A) To feel worried, nervous or tense
B) To feel relaxed or calm
C) To feel nervous or pressured

19. What does “to learn to grow” mean?
A) To get a bit better by learning new things
B) To run or move fast
C) To improve skills by practicing regularly

20. What does “to improve” mean?
A) To get a new job
B) To play games or have fun
C) To get better at work or learning

21. What does “to take small steps” mean?
A) To do little things every day to get better
B) To run fast all the time
C) To practice big actions quickly

22. What does “to practice speaking” mean?
A) To speak again and again to improve
B) To listen to music or watch TV
C) To not talk often and practice with others

23. What does “to breathe deeply” mean?
A) To take big, quick breaths to feel calm
B) To run fast or move quickly
C) To breathe slowly and deeply to relax

24. What does “to practice work steps” mean?
A) To do your work steps again and again
B) To sleep or rest after work
C) To not repeat work tasks to get better

25. What does “to be proud” mean?
A) To feel good
B) To feel tired or sleepy
C) To feel happy about what you do

---

_______________________
Answers:

1A, 2C, 3A, 4C, 5B, 6A, 7C, 8B, 9A, 10C,
11A, 12A, 13B,,14C, 15B, 16C, 17A, 18A,
19C, 20C, 21A, 22A, 23C, 24A, 25C

---

______________________
Correct version:

---

1. What are different skills?
   That means: Things you can do well in work or life
2. What does “to grow in a field” mean?
   That means: To improve skills or knowledge in work
3. What are strengths?
   That means: Things you are good at in work or life
4. What are weaknesses?
   That means: Things you find difficult or hard
5. What is communication?
   That means: Talking and listening to share ideas
6. What does “to speak clearly” mean?
   That means: To say words so others understand
7. What does “to listen carefully” mean?
   That means: To hear and pay attention carefully
8. What does “to understand a person’s needs” mean?
   That means: To know what a person wants
9. What does “to stay calm” mean?
   That means: To not feel nervous, angry, or worried
10. What does “to be angry” mean?
    That means: To feel annoyed because of something
11. What does “to respect cultures” mean?
    That means: To be polite to people from different countries
12. What is responsibility?
    That means: Doing your work and duties carefully
13. What does “to be on time” mean?
    That means: To arrive when expected
14. What does “to follow rules” mean?
    That means: To do what is allowed or expected
15. What does “to solve problems” mean?
    That means: To find a solution when there is a problem
16. What is an accent?
    That means: The way a person pronounces words
17. What does “to forget details” mean?
    That means: To not remember small things
18. What does “to feel stressed” mean?
    That means: To feel worried, nervous or tense
19. What does “to learn to grow” mean?
    That means: To improve skills by practicing regularly
20. What does “to improve” mean?
    That means: To get better at work or learning
21. What does “to take small steps” mean?
    That means: To do little things every day to get better
22. What does “to practice speaking” mean?
    That means: To speak again and again to improve
23. What does “to breathe deeply” mean?
    That means: To breathe slowly and deeply to relax
24. What does “to practice work steps” mean?
    That means: To do your work steps again and again
    ———–end of audio file———-
25. What does “to be proud” mean?
    That means: To feel happy about what you do

---

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

Fill in:

---

1. Working in hospitality and tourism ______ many different skills.
   A) needs B) eats C) sleeps
2. To grow in this field, it is important to ______ your strengths and weaknesses.
   A) know B) ignore C) forget
3. A good worker can ______ clearly, smile, and talk in a friendly way.
   A) write B) sing C) speak
4. They also ______ carefully to guests.
   A) watch B) listen C) read
5. Good workers help guests quickly, ______ their needs, and stay calm when guests are angry.
   A) understand B) ignore C) forget
6. Many people in this field ______ more than one language and respect different cultures.
   A) listen B) jump C) speak
7. Good workers come to work on time, ______ well with others, and follow company rules.
   A) speak B) work C) run
8. They can ______ problems and stay calm during busy times.
   A) solve B) eat C) ignore
9. Some people feel shy when they ______ to guests.
   A) write B) listen C) talk
10. Others do not ______ some accents or forget details.
    A) understand B) run C) jump
11. Some feel stressed when the hotel is busy, but weakness shows where we can ______ and grow.
    A) eat B) learn C) sleep
12. We can take small steps to ______, like smiling and saying hello to one guest every day.
    A) forget B) jump C) improve
13. We can also ______ deeply when stressed.
    A) breathe B) eat C) sleep
14. We can ______ work steps with friends to get better.
    A) jump B) ignore C) practice
15. Strengths make us proud, and weaknesses help us ______.
    A) sleep B) grow C) eat

---

————————————–

Answers:
1A, 2A, 3C, 4B, 5A, 6C, 7B, 8A,
9C, 10A, 11B, 12C, 13A, 14C, 15B

---

________________________

Correct version:

---

1. Working in hospitality and tourism requires many different skills.
2. To grow in this field, it is important to know your strengths and weaknesses.
3. A good worker can speak clearly, smile, and talk in a friendly way.
4. They also listen carefully to guests.
5. Good workers help guests quickly, understand their needs, and stay calm when guests are angry.
6. Many people in this field speak more than one language and respect different cultures.
7. Good workers come to work on time, work well with others, and follow company rules.
8. They can solve problems and stay calm during busy times.
9. Some people feel shy when they talk to guests.
10. Others do not understand some accents or forget details.
11. Some feel stressed when the hotel is busy, but weakness shows where we can learn and grow.
12. We can take small steps to improve, like smiling and saying hello to one guest every day.
13. We can also breathe deeply when stressed.
14. We can practice work steps with friends to get better.
15. Strengths make us proud, and weaknesses help us grow.

---

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

---

Match the vocabulary word to the correct definition:

Word:

1. different skills
2. strengths
3. weaknesses
4. communication
5. to speak clearly
6. to listen carefully
7. to understand a person’s needs
8. to stay calm
9. responsibility
10. to be on time
11. to follow rules
12. to solve problems
13. to improve
14. to take small steps

Definitions:

A) Talking and listening to people
B) Doing little things every day to get better
C) To not be late
D) Things you are good at
E) Doing your work and duties
F) To say words so people can understand
G) To get better by learning new things
H) Things you find difficult
I) To hear and pay attention
J) To find a solution when there is a problem
K) To do what is allowed or expected
L) To not feel nervous or worried
M) Things you can do well
N) To know what a person wants

---

__________________________
Answers:

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

---

_________________________

Correct answers:

---

1. different skills – things you can do well
2. strengths – things you are good at
3. weaknesses – things you find difficult
4. communication – talking and listening to people
5. to speak clearly – to say words so people can understand
6. to listen carefully – to hear and pay attention
7. to understand a person’s needs – to know what a person wants
8. to stay calm – to not feel nervous or worried
9. responsibility – doing your work and duties
10. to be on time – to not be late
11. to follow rules – to do what is allowed or expected
12. to solve problems – to find a solution when there is a problem
13. to improve – to get better by learning new things
14. to take small steps – to do little things every day to get better

---

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

A dialogue, complete, fill in, words below:

expert – advice – easy – learning – difficult –
school – mistakes – better – skills –
step by step – speak –
follow – breathe

————————————-

---

1. Interviewer: Hello! Can you tell us your name?
Expert: Hello! My name is Maria.

2. Interviewer: What is your job?
Expert: I am an __________ in personal skills.

3. Interviewer: Why do people need to know their skills?
Expert: It helps them do __________ in work, school, and life.

4. Interviewer: How can someone find their strengths?
Expert: They can try new things and see what is __________ for them.

5. Interviewer: And how can someone see their weaknesses?
Expert: They can notice what is __________ or ask friends for help.

6. Interviewer: Can teachers help with this?
Expert: Yes, teachers can give __________ and tell you what you do well.

7. Interviewer: What about friends? Can they help too?
Expert: Yes, friends can see your __________ and give helpful feedback.

8. Interviewer: What should someone do after they know their strengths?
Expert: They should use their strengths in work or __________

9. Interviewer: And after they know their weaknesses?
Expert: They can try to improve them __________.

10. Interviewer: How can people improve their skills?
Expert: By practicing every day and __________ new things.

11. Interviewer: How can someone communicate better with others?
Expert: They should __________ clearly and listen carefully.

12. Interviewer: What can people do if they feel nervous or stressed?
Expert: They can stay calm and __________ deeply.

13. Interviewer: Why is it important to _________ rules?
Expert: Rules help everyone work together safely and fairly.

14. Interviewer: What is your main advice for young people?
Expert: Use your strengths, learn from __________, and always try to improve.

---

——————————-
Correct version:

---

1. Interviewer: Hello! Can you tell us your name?
Expert: Hello! My name is Maria.

2. Interviewer: What is your job?
Expert: I am an expert in personal skills.

3. Interviewer: Why do people need to know their skills?
Expert: It helps them do better in work, school, and life.

4. Interviewer: How can someone find their strengths?
Expert: They can try new things and see what is easy for them.

5. Interviewer: And how can someone see their weaknesses?
Expert: They can notice what is difficult or ask friends for help.

6. Interviewer: Can teachers help with this?
Expert: Yes, teachers can give advice and tell you what you do well.

7. Interviewer: What about friends? Can they help too?
Expert: Yes, friends can see your skills and give helpful feedback.

8. Interviewer: What should someone do after they know their strengths?
Expert: They should use their strengths in work or school.

9. Interviewer: And after they know their weaknesses?
Expert: They can try to improve them step by step.

10. Interviewer: How can people improve their skills?
Expert: By practicing every day and learning new things.

11. Interviewer: How can someone communicate better with others?
Expert: They should speak clearly and listen carefully.

12. Interviewer: What can people do if they feel nervous or stressed?
Expert: They can stay calm and breathe deeply.

13. Interviewer: Why is it important to follow rules?
Expert: Rules help everyone work together safely and fairly.

14. Interviewer: What is your main advice for young people?
Expert: Use your strengths, learn from mistakes, and always try to improve.

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

True or false:

---

1. Maria is an expert in personal skills.
2. People do not need to know their skills.
3. Strengths are things that are easy and good for a person.
4. Weaknesses are always bad and cannot be improved.
5. Teachers can give advice about your skills.
6. Friends cannot help you notice your strengths or weaknesses.
7. After knowing your strengths, you should use them in work or school.
8. You should ignore your weaknesses and not try to improve them.
9. Practicing every day helps you improve skills.
10. Speaking clearly and listening carefully helps communication.
11. Feeling nervous or stressed is good and should not be managed.
12. Following rules is not important in work or school.

---

________________________
True: 1,3,5,7,8,9,10
________________________
Full version:

---

1. Maria is an expert in personal skills.
2. People do not need to know their skills. True is: People need to know their skills.
3. Strengths are things that are easy and good for a person.
4. Weaknesses are always bad and cannot be improved. True is: Weaknesses can be improved with practice.
5. Teachers can give advice about your skills.
6. Friends cannot help you notice your strengths or weaknesses. True is: Friends can help you notice your strengths and weaknesses.
7. After knowing your strengths, you should use them in work or school.
8. You should ignore your weaknesses and not try to improve them. True is: You should try to improve your weaknesses.
9. Practicing every day helps you improve skills.
10. Speaking clearly and listening carefully helps communication.
11. Feeling nervous or stressed is good and should not be managed. True is: Feeling nervous or stressed should be managed.
12. Following rules is not important in work or school. True is: Following rules is important in work or school.

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

---

• analyze yourself

---

🏨 1. Common Strengths in Hospitality & Tourism ✅

Ask yourself: “What am I good at?”

🗣 Speaking & communication

• “I speak clearly.”
• “I smile and talk in a friendly way.”
• “I listen to guests.”

🙌 Service & helping people

• “I help guests fast.”
• “I understand what guests need.”
• “I stay calm when guests are angry.”

🌍 Languages & culture

• “I speak more than one language.”
• “I respect different cultures.”

🕒 Teamwork & responsibility

• “I am always on time.”
• “I work well in a team.”
• “I follow rules and company standards.”

🧭 Problem solving

• “I can find solutions when there is a problem.”
• “I can stay calm in busy times.”

---

⚠️ 2. Common Weaknesses in Hospitality & Tourism ❌

Ask yourself: “What is difficult for me?”

• “I feel shy when I talk to guests.”
• “I don’t understand some accents.”
• “I forget details sometimes.”
• “I get stressed when it’s busy.”
• “I need to improve my English.”
• “I have problems with time management.”

👉 Weakness is not bad. It shows where you can learn more. 🌱

---

🧪 3. Real Work Situations to Check Yourself

Situation	Ask yourself	Strength example	Weakness example
Welcoming guests	Can I smile and speak clearly?	“I make guests feel welcome.”	“I speak too quiet.”
Giving information	Can I explain clearly in English?	“I can give good directions.”	“I forget words.”
Solving problems	What do I do when a guest is angry?	“I stay calm.”	“I panic.”
Working in a team	Do I support my co-workers?	“I help my team.”	“I don’t talk much.”
Busy times (check-in, tour start, rush)	How do I feel when it’s very busy?	“I work fast and calm.”	“I feel stressed.”

---

🪞 4. Ask Others

Ask your manager, co-worker, or friend:

• “What am I good at in my job?”
• “What can I do better?”
• “How do I help the team?”
• “How do I talk to guests?”

📝 Write down what they say. Sometimes other people see our strengths better than we do.

---

✍️ 5. My Personal List

✅ My Strengths:

❌ My Weaknesses:

---

🌱 6. How to Improve Weaknesses

Weakness	Small step to improve
I feel shy	Smile and say “Hello” to 1 new guest each day.
I forget words	Learn 3 new English words per day.
I get stressed	Take a deep breath, focus on one task at a time.
I don’t understand accents	Watch short English videos with subtitles.
I’m slow at check-in	Practice the steps every day with a friend.

---

✅ Tip:

• Strengths make you proud.
• Weaknesses help you grow.
• Small steps every day make a big change.

---

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

• some ideas
  
  

---

My name is Maya. I have a big dream. I want to live my dream and I know what to do. First, I think clearly about my dream. I ask myself: What exactly do I want? Why is it important? What skills do I need? I write my dream down. Writing makes my dream real and helps me plan for the future.

Next, I want to learn new skills. Education is very important. If school is not possible, I can learn skills from local programs, NGOs, or online for free. I can learn tailoring, farming, language, or computer skills. I practice English because one day I want to work or travel abroad. Even small skills can help me in the future.

Then, I take the first small step. If I want a business, I can start selling small things in the local market. If I want to teach, I can help younger children. I know that every big dream starts with one small step.

I also build a support network. I talk to teachers, neighbors, or local groups. Mentors can help me and give advice. I also learn to manage money. I save a little money and avoid loans.

I am open to opportunities. I can join training, scholarships, or work in the city. Life can be hard, but I stay strong and never give up. When I succeed, I want to help others too. My dream can inspire my village.

---

_____________
Vocabulary:

• to live one’s dream – to do what you really want in life
• a skill – something you can do well
• education – learning at school or from teachers
• NGO – a group that helps people, not part of the government
• online – on the internet
• for free – without paying money
• to learn tailoring – to learn how to make or fix clothes
• to travel abroad – to go to another country
• to take a small step – to start doing something little to reach a big goal
• to sell – to give something to someone and get money
• to teach – to help someone learn
• to support somebody – to help someone
• a network – a group of people you know who can help you
• a neighbor – a person who lives near you
• a mentor – a person who gives advice and helps you learn
• to give advice – to tell someone what they should do
• to avoid loans – to not borrow money from others
• to be open to opportunities – to say yes to new chances
• to join training – to learn new skills in a class or program
• a scholarship – money that helps you study
• to stay strong – to keep trying even if it is hard
• to never give up – to keep trying, even if it is difficult
• to succeed – to reach your goal [something you want to do in the future]
• to inspire somebody – to make someone want to do something good

##########

Multiple choice, one answer correct:

audio file 1:

audio file 2

---

1. To live one’s dream means…
   a) to sleep during each day
   b) to watch TV every day
   c) to do what you really want
2. A skill is…
   a) a place to sleep at home
   b) something you can do very well
   c) a type of tasty food
3. Education is…
   a) learning in a small school
   b) playing games with friends
   c) learning at school from teachers
4. An NGO is…
   a) a type of money to use
   b) a type of school building
   c) a group that helps people
5. Online means…
   a) on a bus or on a train
   b) in a shop or at the market
   c) on the internet at home
6. For free means…
   a) without paying any money
   b) in a park with some friends
   c) with many people around you
7. To learn tailoring is…
   a) to cook food for other people
   b) to learn how to make clothes
   c) to learn a new language now
8. To travel abroad means…
   a) to go to another country
   b) to go to another village
   c) to go to another city
9. To take a small step is…
   a) to sleep for a long time now
   b) to run very fast outside today
   c) to start doing a small thing
10. To sell means…
    a) to give something and get money
    b) to eat food quickly right now
    c) to watch TV at home today
11. To teach means…
    a) to help someone to learn
    b) to dance in a group today
    c) to paint the wall at home
12. To support somebody means…
    a) to help a person in need
    b) to run very fast outside now
    c) to make a lot of noise today
13. A network is…
    a) a small type of house today
    b) a group of people who help
    c) a kind of food or drink
14. A neighbor is…
    a) a person living far away
    b) a kind of small pet dog
    c) a person living near you
15. A mentor is…
    a) a person who helps you learn
    b) a type of healthy food today
    c) a type of tree or plant
16. To give advice is…
    a) to clean the house every day
    b) to tell someone what to do
    c) to play a game with friends now
17. To avoid loans is…
    a) to sleep late at night now
    b) to buy many things quickly
    c) to not borrow money from others
18. To be open to opportunities is…
    a) to play football today
    b) to close the door very fast
    c) to say yes to new chances
    ———end of audio file 1———
    
19. To join training is…
    a) to watch TV at home alone
    b) to learn new skills in class
    c) to eat in a restaurant now
20. A scholarship is…
    a) a new type of phone device
    b) money that helps you study
    c) a kind of new shoe style
21. To stay strong is…
    a) to run very fast outside
    b) to keep trying when it is hard
    c) to sleep all day long now
22. To never give up is…
    a) to keep trying even if hard
    b) to hide at home all day
    c) to stop everything immediately
23. To succeed is…
    a) to forget all things quickly
    b) to reach your main goal
    c) to go shopping in the city
24. To inspire somebody is…
    a) to sing a long song today
    b) to clean a big room now
    c) to make someone want to do good
25. Goal is…
    a) a kind of small animal
    b) a type of small toy for kids
    c) something you want to achieve [reach a goal]

---

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

Correct answers:

---

To live one’s dream means to do what you really want.

A skill is something you can do very well.

Education is learning at school from teachers.

An NGO is a group that helps people.

Online means on the internet at home.

For free means without paying any money.

To learn tailoring is to learn how to make clothes.

To travel abroad means to go to another country.

To take a small step is to start doing a small thing.

To sell means to give something and get money.

To teach means to help someone to learn.

To support somebody means to help a person in need.

A network is a group of people who help.

A neighbor is a person living near you.

A mentor is a person who helps you learn.

To give advice is to tell someone what to do.

To avoid loans is to not borrow money from others.

To be open to opportunities is to say yes to new chances.

To join training is to learn new skills in class.

A scholarship is money that helps you study.

To stay strong is to keep trying when it is hard.

To never give up is to keep trying even if hard.

To succeed is to reach your main goal.

To inspire somebody is to make someone want to do good.

Goal is something you want to achieve.

---

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

---

Gap-fill exercise:

1. My name is Maya. I want to ______ my dream.
   a) live
   b) avoid
   c) teach
2. I want to learn new ______ to help me in the future.
   a) network
   b) skills
   c) goal
3. If I need help, I can talk to a ______.
   a) scholarship
   b) neighbor
   c) mentor
4. I can ______ younger children if I want to teach.
   a) sell
   b) inspire
   c) help
5. I want to work or travel ______ one day.
   a) abroad
   b) online
   c) free
6. I try to save money and ______ loans.
   a) take
   b) avoid
   c) achieve
7. I write my dream down to make it ______.
   a) real
   b) open
   c) teach
8. I can join ______ to learn new skills.
   a) advice
   b) training
   c) skill
9. My friends and teachers are part of my ______.
   a) network
   b) mentor
   c) goal
10. A ______ can give me guidance and advice.
    a) neighbor
    b) mentor
    c) skill
11. Every big dream starts with a small ______.
    a) chance
    b) scholarship
    c) step
12. I want to ______ others with my success.
    a) inspire
    b) avoid
    c) sell
13. I practice English because I want to work ______.
    a) free
    b) abroad
    c) online
14. I try to stay strong and never ______.
    a) sell
    b) give up
    c) join
15. Writing down goals helps me ______ them.
    a) achieve
    b) support
    c) learn

---

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

Correct version:

---

1. My name is Maya. I want to live my dream.
2. I want to learn new skills to help me in the future.
3. If I need help, I can talk to a scholarship.
4. I can help younger children if I want to teach.
5. I want to work or travel abroad one day.
6. I try to save money and join loans.
7. I write my dream down to make it real.
8. I can join training to learn new skills.
9. My friends and teachers are part of my network.
10. A mentor can give me guidance and advice.
11. Every big dream starts with a small chance.
12. I want to sell others with my success.
13. I practice English because I want to work abroad.
14. I try to stay strong and never give up.
15. Writing down goals helps me achieve them.

---

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

True or false:

---

1. Maya wants to inspire her village with her success.
2. Maya thinks planning for her dream is not important.
3. Every big dream starts with many big steps.
4. Maya writes her dream down to make it real.
5. Maya can join training programs to learn skills.
6. Maya does not save any money because loans are easy.
7. Practicing English can help Maya work or travel abroad.
8. Maya should avoid talking to teachers and neighbors.
9. Mentors can give advice and support Maya.
10. Maya believes that small skills are useless for the future.
11. Maya can help younger children if she wants to teach.
12. Education can help Maya learn new skills.
13. Maya cannot learn skills online.
14. Writing a dream down does not help Maya plan for the future.

________________
True: 1,4,5,7,9,11,12

________________
Correct answers:

---

Maya wants to inspire her village with her success.

Maya thinks planning for her dream is not important. True is: Maya thinks planning for her dream is important.

Every big dream starts with many big steps. True is: Every big dream starts with one small step.

Maya writes her dream down to make it real.

Maya can join training programs to learn skills.

Maya does not save any money because loans are easy. True is: Maya saves money and avoids loans.

Practicing English can help Maya work or travel abroad.

Maya should avoid talking to teachers and neighbors. True is: Maya talks to teachers and neighbors for support.

Mentors can give advice and support Maya.

Maya believes that small skills are useless for the future. True is: Even small skills can help in the future.

Maya can help younger children if she wants to teach.

Education can help Maya learn new skills.

Maya cannot learn skills online. True is: Maya can learn skills online.

Writing a dream down does not help Maya plan for the future. True is: Writing a dream down helps Maya plan for the future.

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

Match-the-word-to-definition exercise:

---

Words:

1. Dream
2. Skill
3. Education
4. NGO
5. Online
6. For free
7. Tailoring
8. Abroad
9. Step
10. Sell
11. Teach
12. Mentor
13. Network
14. Goal

Definitions:

a) A group of people who help others in need
b) To give knowledge or help someone learn
c) Something you want to achieve
d) On the internet
e) To make or repair clothes
f) A small action toward achieving something bigger
g) Something you can do very well
h) A person who gives advice and guidance
i) To give something and get money for it
j) Without paying any money
k) Learning at school or from teachers
l) To live or travel in another country
m) A connected group of people who help each other
n) Something you hope to do or become

---

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

___________________

Correct answers:

---

Dream – Something you hope to do or become
Skill – Something you can do very well
Education – Learning at school or from teachers
NGO – A group of people who help others in need
Online – On the internet
For free – Without paying any money
Tailoring – To make or repair clothes
Abroad – To live or travel in another country
Step – A small action toward achieving something bigger
Sell – To give something and get money for it
Teach – To give knowledge or help someone learn
Mentor – A person who gives advice and guidance
Network – A connected group of people who help each other
Goal – Something you want to achieve

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

Dialogue, fill in, words below:

for free – real – community – helps –
children – village – learning – skills –
mentors – avoid –
inspire – scholarships

—————————-

---

Interview with Maya

Interviewer: Hello Maya! Can you tell me what your dream is?
Maya: Hello! My dream is to live my dream and help my __________.

Interviewer: Why is your dream important for you?
Maya: It is important because it helps me grow and also __________ other people.

Interviewer: How do you plan for your dream?
Maya: I think clearly about it and write it down. Writing makes my dream___________.

Interviewer: What skills do you want to learn?
Maya: I learn English, tailoring, and other __________ from school or online.

Interviewer: Do you start with small steps for your dream?
Maya: Yes, I start small. I help _________ and sell small things in the market.

Interviewer: Who helps you to reach your dream?
Maya: Teachers, neighbors, and -_________ help me and give advice.

Interviewer: Do you save money?
Maya: Yes, I save money and __________ loans to reach my goal.

Interviewer: Can you learn online or in other places?
Maya: Yes, I can learn online or in local programs __________.

Interviewer: Are opportunities important for you?
Maya: Yes, I am open to opportunities like training or __________.

Interviewer: How do you stay strong when life is hard?
Maya: I never give up and always try to keep __________ and improving.

Interviewer: Do you want to inspire other people?
Maya: Yes, I want my success to__________ my village and others.

Interviewer: What is your goal in the future?
Maya: My goal is to achieve my dream and help my __________.

---

————————–

Correct version:

---

Interview with Maya

Interviewer: Hello Maya! Can you tell me what your dream is?
Maya: Hello! My dream is to live my dream and help my village.

Interviewer: Why is your dream important for you?
Maya: It is important because it helps me grow and also helps other people.

Interviewer: How do you plan for your dream?
Maya: I think clearly about it and write it down. Writing makes my dream real.

Interviewer: What skills do you want to learn?
Maya: I learn English, tailoring, and other skills from school or online.

Interviewer: Do you start with small steps for your dream?
Maya: Yes, I start small. I help children and sell small things in the market.

Interviewer: Who helps you to reach your dream?
Maya: Teachers, neighbors, and mentors help me and give advice.

Interviewer: Do you save money?
Maya: Yes, I save money and avoid loans to reach my goal.

Interviewer: Can you learn online or in other places?
Maya: Yes, I can learn online or in local programs for free.

Interviewer: Are opportunities important for you?
Maya: Yes, I am open to opportunities like training or scholarships.

Interviewer: How do you stay strong when life is hard?
Maya: I never give up and always try to keep learning and improving.

Interviewer: Do you want to inspire other people?
Maya: Yes, I want my success to inspire my village and others.

Interviewer: What is your goal in the future?
Maya: My goal is to achieve my dream and help my community.

#############
Cheat sheet:

---

Step	What to Do	How to Do It	Tip
🌱 1. Know Your Dream	Think about your dream	Ask: What do I want? Why is it important? What skills do I need?	📝 Write your dream in a notebook
📚 2. Learn Skills	Learn new skills	Go to school, training, or online. Learn sewing, farming, computers, or English	🎓 Small skills help a lot
🛠 3. Start Small	Begin with small steps	Sell small things, help children, work in a town	🚶 Every big dream starts small
🤝 4. Find Support	Get help from others	Talk to teachers, friends, neighbors, or groups	🫂 Good people help you succeed
💰 5. Save Money	Save a little money	Keep some money each month. Avoid bad loans	💵 Little money can grow
🌍 6. Take Chances	Try new opportunities	Apply for programs, work in a town, join volunteering	✨ Be ready when a chance comes
💪 7. Be Strong	Do not give up	Believe in yourself. Keep going after problems	🔥 Strength and hope are important
🌸 8. Help Others	Give back to your village	Help family and village when you can	🌟 This inspires others too

---

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

My name is Maya. I have a big dream. I want to live my dream and help my village. I think clearly about my dream and write it down. Writing makes my dream real. I learn new skills like English and tailoring at school, online, or in local programs. I start with small steps, like helping children or selling small things. Teachers, neighbors, and mentors give me advice and support. I save money and avoid loans. I join training and am open to opportunities. I stay strong, never give up, and want to inspire others.
——————————

REWRITE THE STORY STARTING WITH

>>>>>>>>>>>>Her name is Maya. She has…………….

and make all changes necessary.


——————————

Correct story:

---

Her name is Maya. She has a big dream. She wants to live her dream and help her village. She thinks clearly about her dream and writes it down. Writing makes her dream real. She learns new skills like English and tailoring at school, online, or in local programs. She starts with small steps, like helping children or selling small things. Teachers, neighbors, and mentors give her advice and support. She saves money and avoids loans. She joins training and is open to opportunities. She stays strong, never gives up, and wants to inspire others.