simple tips and daily tasks to make guests feel like royalty
🚪 Concierge and Bell Staff
Help with luggage → Bell staff carry bags carefully, always with respect for guests’ personal belongings.
Offer help with transport and tours → Guests often ask about taxis, buses, or day trips. A helpful concierge makes travel easy.
Know local places well → Good knowledge of local restaurants, shops, and attractions helps guests trust the hotel.
Always be polite → Bell staff often meet guests at arrival or departure. A polite goodbye is just as important as a warm welcome.
Assist elderly or disabled guests → Offering extra help shows care and respect.
##################
Setting: The manager’s office at the Grand Horizon Hotel. It is 9:00 in the morning. The sun is shining. The office is bright and quiet. On the table are papers, a laptop, and two cups of coffee.
Characters:
Ms. Elena Carter, Hotel Manager
Mr. Raj Patel, Assistant Manager
Ms. Carter: (looking out the window) Raj, the hotel looks beautiful this morning. But we need to make sure our guests feel that beauty from the moment they arrive. I want to talk about our concierges and bell staff. Everything must work perfectly.
Mr. Patel: Yes, Elena. Guests notice every small detail. How we handle their luggage, how we talk to them, even how we smile.
Ms. Carter: Let’s start with luggage. Bell staff must always carry bags carefully. They should never touch guests’ personal items roughly. It shows respect. Guests feel safe when their things are handled well.
Mr. Patel: Of course. And when guests ask for taxis, buses, or tours, the concierge should help immediately. Giving the right information makes travel easy and saves guests time.
Ms. Carter: Exactly. Also, knowing the city is important. Good concierges know the best restaurants, shops, and local attractions. If a guest asks, they can give advice quickly and confidently.
Mr. Patel: Politeness is important too. Bell staff meet guests when they arrive and leave. A polite greeting and a friendly goodbye make guests feel welcome and valued.
Ms. Carter: And don’t forget about elderly or disabled guests. They may need extra help, like carrying luggage slowly, opening doors, or giving directions carefully. It shows we care and respect everyone.
Mr. Patel: We should also remind the team to be attentive. If a guest looks confused or needs help, they should approach them politely. Small gestures, like offering water or a seat, can make a big difference. ————————–end of auio——————-
Ms. Carter: Very good, Raj. Let’s make a plan. We will review these points in the morning briefing. Every guest should leave the hotel happy and impressed with our service.
Mr. Patel: I will speak to the team today. We will make sure every bell staff and concierge remembers these key points.
Ms. Carter: Perfect. Our goal is to create an experience, not just a stay. Every detail counts.
✅ Key Points Included:
Handle luggage carefully and respectfully
Offer help with transport and tours
Know local places well (restaurants, shops, attractions)
Always be polite and friendly
Assist elderly or disabled guests
Be attentive and proactive
Small gestures matter (water, seat, smile)
################
Cheat sheet:
Task / Responsibility
Details & Examples
Help with luggage
– Always greet guests before touching their bags: “Hello! May I help you with your luggage?” – Lift bags carefully, keeping your back straight to avoid injury. – Handle each item with care; never drop or drag bags. – Ask guests about fragile or valuable items: “Is this fragile?” – Place bags in a safe corner of the room, near the wardrobe or door, so they don’t block walking space. – Always confirm with guests where they want their bags placed.
Offer help with transport and tours
– Know the hotel’s taxi service and nearby taxi companies. – Be familiar with local buses, trains, or shuttle services. – Provide directions or maps if guests ask. – Offer to make bookings for tours, day trips, or airport transfers. – Example: “The city tour starts at 9:00 AM. I can reserve your seat and call a taxi at 8:30.” – Always check prices before recommending, to avoid mistakes or overcharging guests.
Know local places well
– Have a list of popular local restaurants, cafés, shops, and attractions. – Know which places are safe and reliable. – Give guests options for different budgets. – Example: “This museum is very interesting, open 9:00 AM–5:00 PM, and is only 10 minutes by taxi.” – Remember special local events or festivals to advise guests.
Always be polite
– Greet guests warmly at arrival: “Welcome to our hotel! We are happy to have you.” – Speak clearly, slowly, and with a smile. – Use polite words like: “Please,” “Thank you,” “Excuse me.” – When guests leave, offer a polite farewell: “Thank you for staying with us. Have a safe journey!” – Maintain polite body language: eye contact, smile, and calm posture.
Assist elderly or disabled guests
– Offer help with luggage, room access, and walking. – Hold doors open and push wheelchairs if needed. – Be patient and speak clearly; repeat instructions if necessary. – Example: “May I help you to your room?” or “Shall I call a taxi for you?” – Always ensure their safety when using elevators, stairs, or walking outside.
simple tips and daily tasks to make guests feel like royalty
🍽 Restaurant and Bar Staff
Welcome guests to the restaurant → A warm welcome and a polite “Good morning / Good evening” make guests feel special.
Serve food and drinks quickly → Guests in a luxury hotel expect fast service without mistakes. Waiting too long can make them unhappy.
Know the menu well → Staff must be able to explain dishes and answer questions (for example, “Is this dish spicy?” or “Does it have nuts?”).
Be careful and polite → Move gently with trays, do not rush, always say “Excuse me” when passing by a guest.
Say ‘thank you’ and ‘enjoy your meal’ → These small polite phrases make the service feel personal and warm.
Check if guests need something → For example, ask politely if they want more water, more bread, or dessert.
########################
Setting:
The manager’s office at the Grand Horizon Hotel. The sun is shining. The office is bright and quiet. Papers, a laptop, and two cups of coffee are on the table.
Characters:
Ms. Elena Carter, Hotel Manager
Mr. Raj Patel, Assistant Manager
Ms. Carter: Good morning, Raj. How are you today?
Mr. Patel: Good morning, Ms. Carter. I am fine, thank you. And you?
Ms. Carter: I am good. Thank you. Let’s sit and talk about our restaurant and bar staff. I think we need to improve the service for our guests.
Mr. Patel: Yes, I agree. What do you think is the main problem?
Ms. Carter: Well, first, the welcome. Guests sometimes say staff just say “Hello” quickly. It is not very warm.
Mr. Patel: Yes, I see that too. Guests want a warm welcome. A polite “Good morning” or “Good evening” with a smile is better. It makes them feel special.
Ms. Carter: Exactly. And we need to train staff to make eye contact and greet each guest personally. Sometimes they just point to a table. This feels cold.
Mr. Patel: True. I think we can practice greetings every morning before work. Maybe 10 minutes.
Ms. Carter: That is a good idea. Next point: speed of service. Some guests wait too long for drinks or food. This is not good for a luxury hotel.
Mr. Patel: Yes, I noticed that too. Staff sometimes forget orders or go slowly. We need them to be faster but careful. Mistakes make guests unhappy.
Ms. Carter: Exactly. Fast service is important, but also careful. No mistakes. For example, always check the order twice.
Mr. Patel: Right. Another problem is menu knowledge. Guests ask many questions, like “Is this dish spicy?” or “Does it have nuts?”
Ms. Carter: Yes, some staff do not know all the answers. This can be a problem, especially for guests with allergies.
Mr. Patel: We can make short menu training every week. Staff can learn all ingredients and how to explain the dishes.
———-end of dialogue————–
Ms. Carter: Very good. And we should also teach them to suggest dishes politely. For example, “If you like spicy food, I recommend this dish.”
Mr. Patel: Yes. Polite suggestions make guests feel cared for.
Ms. Carter: Another point: staff politeness. They must move carefully with trays, not rush, and say “Excuse me” when passing by guests.
Mr. Patel: Yes, I see sometimes staff move quickly and bump chairs. This is not polite. We must teach them to move slowly and carefully.
Ms. Carter: Good. And small phrases are important. Staff should say “Thank you” and “Enjoy your meal.” It makes the service personal.
Mr. Patel: Yes, these small words make a big difference. Guests feel welcome and happy.
Ms. Carter: Also, checking guests during the meal is important. Ask if they want more water, more bread, or dessert.
Mr. Patel: Some staff forget this. We can make a rule: every 10 minutes, check at the table politely.
Ms. Carter: Very good. We must also teach them to smile and listen carefully. If a guest says something, staff must respond politely and quickly.
Mr. Patel: Yes, listening is very important. And we can remind staff to use guest names if they know them. This is more personal.
Ms. Carter: Good idea. Finally, I think we need regular feedback. Staff need to know what is good and what needs improvement.
Mr. Patel: Yes, we can watch them during service and give short feedback after each shift.
Ms. Carter: Excellent. So, our plan is: warm welcome, fast and careful service, good menu knowledge, politeness, small polite phrases, checking guests, and feedback.
Mr. Patel: Yes, and we can make a training schedule. Every week we teach one point and practice it.
Ms. Carter: Perfect. Guests will be happy, and our restaurant and bar will have very good service.
Mr. Patel: I will prepare the training plan. Staff will improve quickly.
Ms. Carter: Thank you, Raj. I am happy with this plan. Let’s start next week. ——————–end of audio———————
Mr. Patel: Yes, Ms. Carter. Guests will feel the difference, and our hotel’s reputation will improve.
Ms. Carter: Very good. Let’s make it happen.
Mr. Patel: Yes, Ms. Carter. Thank you for your guidance.
##############
Task / Expectation
Details & Tips
Welcome guests to the restaurant
– Greet every guest warmly with a smile. – Say “Good morning” or “Good evening” politely. – Make eye contact and, if possible, use the guest’s name. – Guide them to their table politely and offer assistance with chairs or belongings. – First impression sets the mood for the meal.
Serve food and drinks quickly
– Guests expect fast service without mistakes. – Always check the order before serving. – Carry drinks and food carefully to avoid spills. – Serve all guests at the table in a logical order (e.g., women first, then men, then children if present). – Anticipate guests’ needs to reduce waiting time.
Know the menu well
– Learn all dishes and drinks, including ingredients and preparation. – Be ready to answer questions: “Is this spicy?” or “Does it have nuts?” – Suggest dishes politely, e.g., “If you like spicy food, I recommend this dish.” – Understand wine or drink pairings to offer guests advice. – Practice pronunciation of all dish names.
Be careful and polite
– Move gently with trays; avoid rushing. – Say “Excuse me” when passing close to guests. – Watch for obstacles and other staff to avoid accidents. – Keep a calm and professional posture at all times. – Handle complaints politely and report problems to the manager calmly.
Say ‘thank you’ and ‘enjoy your meal’
– Use polite phrases like “Thank you” and “Enjoy your meal” when serving. – Smile and make the service feel personal. – Repeat phrases naturally when guests ask for extra items or change orders. – A simple “I hope you enjoy your dish” improves guest experience.
Check if guests need something
– Politely ask if guests want more water, bread, or additional items. – Check every table regularly but not too often. – Be attentive to non-verbal cues (e.g., empty glasses, looking around). – Offer desserts or drinks after the main course. – Respond quickly to requests and keep guests informed if items will take time.
simple tips and daily tasks to make guests feel like royalty
🧹 Housekeeping Staff
Clean rooms every day → In luxury hotels, rooms must look perfect. This includes making the bed neatly, vacuuming, and arranging everything nicely.
Change towels and sheets → Clean towels and sheets are a sign of good service and hygiene. They must always look fresh and smell clean.
Check everything carefully → Housekeepers must notice small details: fingerprints on glass, dust under furniture, or missing items.
Respect guests’ privacy → Housekeepers must knock loudly, say “Housekeeping!”, and wait for an answer before entering. Guests must always feel safe in their room.
Report broken things → If a lamp is broken or water is leaking, housekeeping must inform maintenance quickly. Fast repairs show quality service.
Be quiet and respectful → Housekeepers must move quietly in the hallway and not disturb guests.
#################
Setting:
The manager’s office at the Grand Horizon Hotel, a luxury 5-star hotel.
Characters:
Ms. Elena Carter – Hotel Manager
Mr. Raj Patel – Assistant Manager
[Ms. Carter is sitting at her desk, reading a report. Mr. Patel knocks on the door and enters.]
Ms. Carter: Good morning, Raj. Please, have a seat. Let’s talk about the housekeeping staff. How is everything going?
Mr. Patel: Good morning, Ms. Carter. Overall, the housekeeping team is doing very well. They clean all rooms every day. The beds are made perfectly, and everything looks neat and elegant. Many guests have written positive comments.
Ms. Carter: That’s great news. How are we doing with towels and sheets?
Mr. Patel: They are changed every day. The sheets are white and clean, and the towels smell fresh. This makes a good impression on our guests.
Ms. Carter: Good. And the small details?
Mr. Patel: The team checks the glass and furniture carefully. They look for fingerprints and dust. But I think we can still improve a little here. For example, sometimes they don’t check under the bed or behind the curtains. Guests may leave things there, like socks, chargers, or papers. If we miss these, guests might think the room is not fully cleaned.
Ms. Carter: Yes, you’re right. Those places are easy to forget. What about privacy?
Mr. Patel: The staff always knocks loudly, says “Housekeeping!”, and waits. Guests feel safe, and this is very important. No problems here.
Ms. Carter: Good. And maintenance reports?
Mr. Patel: They are faster now. Yesterday a lamp was broken, and they informed maintenance immediately. It was fixed in less than an hour. However, some staff members forget to report small things like loose hooks or weak water pressure. These are not big problems, but they can give guests a bad impression if not fixed quickly.
Ms. Carter: Exactly. Small problems can make a big difference in a 5-star hotel.
———end of dialogue———
Mr. Patel: Also, we can improve communication between housekeeping and the front desk. For example, if a guest checks out early, the room should be cleaned faster so we can offer it to new guests sooner.
Ms. Carter: That’s a smart point. And the noise?
Mr. Patel: It’s better now. The staff moves quietly, but sometimes when they talk in the hallway, their voices are still a bit too loud. We can remind them to whisper or use radios more carefully.
Ms. Carter: Very good observations, Raj. Please prepare a short training for the team. We will focus on hidden areas in rooms, faster reporting of small problems, and quiet communication.
Mr. Patel: Of course, Ms. Carter. I’ll organize the training this week and talk to the supervisors today.
Ms. Carter: Excellent. Thank you, Raj. Together, we can make the service even better.
Mr. Patel: Thank you, Ms. Carter. I’m sure the team will improve even more.
[Mr. Patel smiles and leaves the office. Ms. Carter writes a note to check the improvements in two days.]
################
🧹 What to Do
🏨 How to Do It
1. Clean the room
Housekeepers clean the guest room every day. The bed must look perfect — sheets straight, pillows in the right place. Vacuum the floor carefully, dust the furniture, clean mirrors and glass. Arrange the chairs, table, and things nicely. A clean room makes guests feel happy and comfortable.
2. Change towels and sheets
Guests must always have clean towels and sheets. Take used towels and sheets out of the room. Replace them with fresh, clean ones from the housekeeping trolley. Fold towels nicely and put them in the correct place. Clean linen must smell nice and look bright.
3. Check the room carefully
After cleaning, look at everything closely. Check the bathroom for hair or water on the floor. Look at mirrors for fingerprints. Check under the bed and behind doors for dust. Make sure all items (remote control, water bottles, hangers) are in the right place. Good housekeepers see small details.
4. Respect guests’ privacy
Always knock on the door 3 times. Say clearly: “Housekeeping!” Then wait a few seconds. If there is no answer, knock again. Only enter when it is safe. If a guest is in the room, ask politely if you can come in later. Guests must always feel safe, private, and respected.
5. Report problems quickly
If something is broken, for example a lamp, toilet, air conditioner, or if water is leaking — tell the maintenance department immediately. Do not try to fix it yourself. Fast reporting means the problem can be fixed quickly, and the guest will be happy.
6. Be quiet and respectful
Speak softly or not at all in the hallway. Close doors slowly and quietly. Do not shout to other staff. If guests are sleeping, be extra careful. Quiet work shows respect and good service.
7. Be clean and professional
Wear a clean uniform. Wash your hands often. Be polite and smile. If a guest talks to you, answer kindly. Professional housekeepers make a good impression.
8. Follow safety rules
Be careful when using cleaning products. Do not leave wet floors without a sign. Use gloves when needed. Keep the trolley in the hallway, but do not block the way. Safety is very important.
simple tips and daily tasks to make guests feel like royalty
🧑💼 Front Desk Staff
Stay professional under pressure → When the lobby is busy, it is important to stay organized and calm.
Welcome guests with a smile → The front desk is the first contact point. A warm welcome sets the tone for the guest’s stay.
Check guests in and out quickly → Fast, correct service makes the guest feel valued. Long waiting times can make guests unhappy.
Give clear information → Guests often need details about breakfast times, Wi-Fi, the gym, pool, or local attractions. Clear answers prevent confusion.
Answer the phone politely → A kind voice on the phone builds trust. Always say hello, give the hotel name, and speak slowly and clearly.
Help with problems → For example, if a key card does not work or if a guest’s room is too noisy, front desk staff must listen carefully and solve it quickly. ##############
Setting: The manager’s office at the Grand Horizon Hotel, a luxury 5-star hotel. Ms. Elena Carter, the manager, is sitting at her desk. Mr. Raj Patel, the assistant manager, comes in for a meeting about guest service at the front desk.
Elena: Good morning, Raj. Please come in. How are you today?
Raj: Good morning, Ms. Carter. I am fine, thank you. And you?
Elena: I am very good, thank you. Today, I want to talk about the front desk. It is very important. The front desk is the first place our guests see when they arrive. If our staff is polite, organized, and friendly, guests feel welcome and happy.
Raj: Yes, I agree. A friendly welcome can make the guest’s day very good. It is the first impression, and the first impression is very important.
Elena: Exactly. When the lobby is busy, the staff must stay professional under pressure. For example, imagine ten guests are at the front desk at the same time. Staff must stay calm, not speak too fast, and keep everything organized. If they are nervous, the guests can feel it, and they may become unhappy.
Raj: That is true. We can remind them to take a deep breath and smile, even when it is busy. A smile is simple but very effective.
Elena: Yes. Also, check-in and check-out must be fast and correct. Guests do not like to wait a long time. For example, if a guest comes after a long flight, they want to get to their room quickly. Fast service shows that we respect their time.
Raj: I agree. But we must also be careful. We cannot make mistakes with room numbers, names, or bills. Fast and correct is the key.
Elena: Very good. Another important point is giving clear information. Guests often ask about breakfast time, Wi-Fi, the gym, the pool, or local attractions. Staff must answer clearly and politely. If the information is not clear, guests can be confused or upset.
Raj: Maybe we can make a small sheet for the staff with all important information. Then they can answer quickly and correctly.
—————–end of audio————-
Elena: Excellent idea. And the phone is very important too. Staff must answer politely. They should say: “Good morning, Grand Horizon Hotel, how can I help you?” Always speak slowly and clearly. A kind voice builds trust.
Raj: Yes, Ms. Carter. Sometimes guests call when they are tired or upset. A polite voice can make them feel better.
Elena: Exactly. And of course, we must help with problems quickly. For example, if a key card does not work, or if a room is too noisy, staff must listen carefully and solve the problem. They must never say: “I don’t know.” They should try to find a solution fast.
Raj: Yes. We can give the staff examples. For example, if a guest says: “My room is too noisy,” we can offer another room quickly. If the key card does not work, we can make a new one in two minutes.
Elena: That is right. Small actions make a big difference. Guests notice if we care about them. And this is what a 5-star hotel should do.
Raj: Should we also talk about teamwork? Sometimes staff work together, and sometimes alone. They need to help each other.
Elena: Very good point. Teamwork is very important. If one staff member is busy, another can help. For example, one can answer the phone while the other checks in a guest.
Raj: Yes, and also, staff should always greet guests with a smile. Even if they are tired or busy.
Elena: Correct. A smile, politeness, clear information, and fast service — these are the most important things.
Raj: I think we can also give small tips for difficult situations. For example, if a guest is unhappy, the staff can say: “I am very sorry. Let me help you.” This shows care and respect.
Elena: Excellent idea, Raj. And one more thing — staff should remember the names of regular guests when possible. It makes guests feel special.
Raj: Yes, Ms. Carter. I will remind the team to practice remembering names and always using polite words.
————-end of audio————
Elena: Good. If we follow all these rules — stay calm, smile, be polite, give clear information, check in/out fast, answer the phone politely, help with problems, and work as a team — our guests will be happy. They will write good reviews and return to our hotel.
Raj: I understand. I will prepare a training session this afternoon. We can practice checking in, answering the phone, giving information, and solving problems.
Elena: That is perfect, Raj. Let’s make sure our front desk service is the best in the city. Thank you for your help.
Raj: Thank you, Ms. Carter. I am excited to start and help the team improve.
simple tips and daily tasks to make guests feel like royalty
🏨 Daily Life of Hotel Staff
Always smile and be friendly → A smile is the first thing a guest sees. It shows respect, kindness, and a positive attitude. Even if the staff is tired, a smile can make the guest feel welcome and comfortable.
Wear a clean and nice uniform → Uniforms make staff look professional and easy to recognize. A clean and ironed uniform shows pride in the job and gives guests trust in the hotel’s quality.
Speak clearly and politely → Guests may come from many countries and speak different languages. Simple, clear, and polite language helps avoid misunderstandings and builds good communication.
Work in different departments → Luxury hotels have many areas: front desk, housekeeping, restaurant, concierge, kitchen, security, and maintenance. Each department works together to give the guest the best experience.
Help guests from many countries → Guests may have different cultures and expectations. Staff need to be respectful and flexible. For example, some guests prefer personal space, others like to chat more.
Stay calm and patient → Guests can be tired, upset, or stressed. Even if a guest complains, staff must stay polite, calm, and professional. A calm attitude can turn a bad situation into a good one.
Be on time → Luxury hotels run like a clock. If one person is late, it can affect the whole team. Punctuality shows respect for colleagues and guests.
Follow hotel rules and standards → Luxury hotels have clear rules about service, behavior, and appearance. Following them keeps service consistent and professional for every guest.
Be polite to other staff members → Good teamwork starts with respect inside the team. When staff treat each other well, they work better and give better service to guests.
############
Setting: The manager’s office at the Grand Horizon Hotel, a luxury 5-star hotel. The manager, Ms. Elena Carter, meets with the assistant manager, Mr. Raj Patel, to talk about how to make guest service better.
Elena (Manager): Good morning, Raj. Thank you for coming. Our guests like our hotel, but we can make service better. Let’s talk about our rules for good service. We can share ideas to improve.
Raj (Assistant Manager): Good morning, Elena. Yes, I agree. Some things can be better. Let’s look at the rules and talk.
Elena: Great. First rule: always smile and be friendly. A smile makes guests feel welcome. It shows respect and kindness. But some staff forget to smile when they’re tired. What can we do?
Raj: Hmm, maybe we can remind staff every day. Like, in morning meetings, say, “Smile, it’s important!” We can also give a small prize, like “Best Smile of the Week,” to make it fun.
Elena: I like that! A prize is a good idea. It makes smiling fun, not just work. Okay, next: wear a clean and nice uniform. Uniforms make staff look professional. But I saw some uniforms looking old or not ironed. How can we fix this?
Raj: We can check uniforms every week. Maybe make a list to see if they’re clean and ironed. If someone’s uniform is old, we can give them a new one fast. Guests notice these things.
Elena: Good plan. Let’s make a uniform check every Monday. Next rule: speak clearly and politely. Our guests come from many countries. They speak different languages. Sometimes staff talk too fast or use hard words. Ideas?
Raj: We can teach staff simple, polite words to use with guests. Like, “Hello, how can I help you?” or “Please wait a moment.” Maybe we do short training every month to practice clear speaking.
—————-end of audio——————-
Elena: Yes, short training is smart. Let’s do it. Now, about departments—front desk, housekeeping, restaurant, concierge, kitchen, security, maintenance. They must work together. Sometimes, housekeeping and front desk don’t talk enough. How can we make teamwork better?
Raj: Maybe we have a team meeting every week for all departments. They can share problems and ideas. Also, we can use a group chat on phones to talk fast, like if a room isn’t ready.
Elena: I like the group chat idea. It’s quick and easy. Okay, next: help guests from many countries. Guests have different cultures. Some like to talk, some want space. How do we help staff understand this?
Raj: We can give staff a small book with tips about cultures. Like, “In some countries, guests like personal space.” Or we can do a training about different cultures. Staff can learn what guests like.
Elena: A culture book is a great idea. Let’s make one. Now, staying calm and patient. Some guests get upset or complain. Staff must stay polite. I saw one staff member get angry last week. How can we help them stay calm?
Raj: We can teach staff to breathe slowly when a guest is upset. Or they can say, “Let me get my manager,” if it’s hard. Maybe we do role-play in training to practice staying calm.
Elena: Role-play is good. Staff can practice hard situations. Next: be on time. If one person is late, it makes problems for everyone. How do we make sure everyone comes on time?
Raj: We can give a small bonus for staff who are always on time each month. Or talk to staff who are late and ask why. Maybe they need help, like a better bus schedule.
Elena: A bonus is a nice idea. Let’s try it. Now, follow hotel rules and standards. Our rules keep service the same for every guest. But some staff forget small rules, like no phones at work. What can we do?
Raj: We can put signs in staff rooms, like “No phones during work.” And managers can check kindly. If someone forgets, we remind them nicely first. ———-end of audio—————
Elena: Good, kind reminders work. Last one: be polite to other staff. When staff respect each other, they work better and help guests better. How do we make sure staff are kind to each other?
Raj: We can have a “Team Star” award for staff who are kind and help others. Also, managers can show respect to staff, so they learn to do it too.
Elena: I love the “Team Star” idea! Okay, Raj, we have many good ideas: prizes for smiling, uniform checks, clear speaking training, team meetings, a culture book, role-play for staying calm, bonuses for being on time, signs for rules, and a “Team Star” award. Let’s make a plan to start these. Can you write a list and share it with me tomorrow?
Raj: Yes, Elena, I’ll write the list and send it tomorrow. I think these ideas will make our service much better!
Elena: Perfect. Thank you, Raj. Let’s make our hotel the best for our guests!
simple tips and daily tasks to make guests feel like royalty
🏨 Daily Life of Hotel Staff
Always smile and be friendly → A smile is the first thing a guest sees. It shows respect, kindness, and a positive attitude. Even if the staff is tired, a smile can make the guest feel welcome and comfortable.
Wear a clean and nice uniform → Uniforms make staff look professional and easy to recognize. A clean and ironed uniform shows pride in the job and gives guests trust in the hotel’s quality.
Speak clearly and politely → Guests may come from many countries and speak different languages. Simple, clear, and polite language helps avoid misunderstandings and builds good communication.
Work in different departments → Luxury hotels have many areas: front desk, housekeeping, restaurant, concierge, kitchen, security, and maintenance. Each department works together to give the guest the best experience.
Help guests from many countries → Guests may have different cultures and expectations. Staff need to be respectful and flexible. For example, some guests prefer personal space, others like to chat more.
Stay calm and patient → Guests can be tired, upset, or stressed. Even if a guest complains, staff must stay polite, calm, and professional. A calm attitude can turn a bad situation into a good one.
Be on time → Luxury hotels run like a clock. If one person is late, it can affect the whole team. Punctuality shows respect for colleagues and guests.
Follow hotel rules and standards → Luxury hotels have clear rules about service, behavior, and appearance. Following them keeps service consistent and professional for every guest.
Be polite to other staff members → Good teamwork starts with respect inside the team. When staff treat each other well, they work better and give better service to guests.
🧑💼 Front Desk Staff
Welcome guests with a smile → The front desk is the first contact point. A warm welcome sets the tone for the guest’s stay.
Check guests in and out quickly → Fast, correct service makes the guest feel valued. Long waiting times can make guests unhappy.
Give clear information → Guests often need details about breakfast times, Wi-Fi, the gym, pool, or local attractions. Clear answers prevent confusion.
Answer the phone politely → A kind voice on the phone builds trust. Always say hello, give the hotel name, and speak slowly and clearly.
Help with problems → For example, if a key card does not work or if a guest’s room is too noisy, front desk staff must listen carefully and solve it quickly.
Stay professional under pressure → When the lobby is busy, it is important to stay organized and calm.
🧹 Housekeeping Staff
Clean rooms every day → In luxury hotels, rooms must look perfect. This includes making the bed neatly, vacuuming, and arranging everything nicely.
Change towels and sheets → Clean towels and sheets are a sign of good service and hygiene. They must always look fresh and smell clean.
Check everything carefully → Housekeepers must notice small details: fingerprints on glass, dust under furniture, or missing items.
Respect guests’ privacy → Housekeepers must knock loudly, say “Housekeeping!”, and wait for an answer before entering. Guests must always feel safe in their room.
Report broken things → If a lamp is broken or water is leaking, housekeeping must inform maintenance quickly. Fast repairs show quality service.
Be quiet and respectful → Housekeepers must move quietly in the hallway and not disturb guests.
🍽 Restaurant and Bar Staff
Welcome guests to the restaurant → A warm welcome and a polite “Good morning / Good evening” make guests feel special.
Serve food and drinks quickly → Guests in a luxury hotel expect fast service without mistakes. Waiting too long can make them unhappy.
Know the menu well → Staff must be able to explain dishes and answer questions (for example, “Is this dish spicy?” or “Does it have nuts?”).
Be careful and polite → Move gently with trays, do not rush, always say “Excuse me” when passing by a guest.
Say ‘thank you’ and ‘enjoy your meal’ → These small polite phrases make the service feel personal and warm.
Check if guests need something → For example, ask politely if they want more water, more bread, or dessert.
🚪 Concierge and Bell Staff
Help with luggage → Bell staff carry bags carefully, always with respect for guests’ personal belongings.
Offer help with transport and tours → Guests often ask about taxis, buses, or day trips. A helpful concierge makes travel easy.
Know local places well → Good knowledge of local restaurants, shops, and attractions helps guests trust the hotel.
Always be polite → Bell staff often meet guests at arrival or departure. A polite goodbye is just as important as a warm welcome.
Assist elderly or disabled guests → Offering extra help shows care and respect.
🌟 How to Improve Service
Listen carefully to guests → When guests speak, look at them, nod, and show interest. This makes them feel important.
Remember guest names → Saying a guest’s name shows personal care. For example: “Good evening, Mr. Lee.”
Be fast and efficient → Good service means solving requests quickly and correctly without making guests wait too long.
Work well as a team → If one person is busy, another can help. Teamwork keeps service smooth and stress low.
Learn more languages → Even simple words like “hello,” “thank you,” or “goodbye” in the guest’s language can make them happy.
Always keep learning → Hotels offer training to improve skills like communication, problem-solving, and guest relations.
Show respect and kindness → Guests should always feel safe, respected, and welcome. Kindness creates good memories.
Solve problems quickly → If something goes wrong, act fast and apologize politely. A quick solution can make a guest even happier than before the problem.
Check small details → A clean table, a polite greeting, or remembering a guest’s favorite drink can make the hotel experience special.
Be proud of your work → When staff are proud of their service, guests can feel it. Pride leads to quality and success.
remember, babies do not read books, they learn a language by listening, imitating, speaking….. DO IT!
When you learn a new language, listening is very important. Listening helps you learn words. You hear the words and sounds. You remember them better.
Listening helps you understand people. People speak fast. If you only read or write, it is hard to understand. Listening helps your brain. You learn words and sentences.
Listening helps you speak. When you hear words, you can say them. You learn pronunciation. You speak better if you listen a lot.
Listening helps you learn grammar. You hear how sentences are made. You do not need to study all the rules. Your brain learns from listening.
You can listen every day. Listen to songs, watch videos, or hear people talk. Even a little every day is good.
When you listen, you learn new words and phrases. You understand more. You can talk with people. You speak better and faster.
Listening is very important. If you listen more, you learn faster. You understand better. You speak better. Listening is the key to learning a language.
______________________
Vocabulary:
to remember – to keep something in your mind
to listen – to hear and pay attention to sounds or people speaking
to imitate – to copy what someone says or does
sounds – things you can hear
a brain – the part of your body that helps you think and learn
to understand – to know what something means
to learn sentences – to study and know groups of words that make meaning
pronunciation – the way we say words
a lot – many or much
to learn grammar – to study how words work together in a language
to need to study – to have to learn something by reading or practicing
rules – things that tell you what is right or how to do something
learn from listening – to learn by hearing people speak
a phrase – a few words that go together and have meaning
a key to learning a language – an important thing that helps you learn a language
################
Match the words with their definitions:
to remember
to listen
to imitate
sounds
a brain
to understand
to learn sentences
pronunciation
a lot
to learn grammar
to need to study
rules
learn from listening
a phrase
a key to learning a language
Definitions (random order): A. to study and know groups of words that make meaning B. to keep something in your mind C. an important thing that helps you learn a language D. things that tell you what is right or how to do something E. to copy what someone says or does F. the part of your body that helps you think and learn G. the way we say words H. to learn by hearing people speak I. to hear and pay attention to sounds or people speaking J. to have to learn something by reading or practicing K. things you can hear L. to study how words work together in a language M. many or much N. to know what something means O. a few words that go together and have meaning
to listen – to hear and pay attention to sounds or people speaking
to imitate – to copy what someone says or does
sounds – things you can hear
a brain – the part of your body that helps you think and learn
to understand – to know what something means
to learn sentences – to study and know groups of words that make meaning
pronunciation – the way we say words
a lot – many or much
to learn grammar – to study how words work together in a language
to need to study – to have to learn something by reading or practicing
rules – things that tell you what is right or how to do something
learn from listening – to learn by hearing people speak
a phrase – a few words that go together and have meaning
a key to learning a language – an important thing that helps you learn a language
##################
Fill in, words below:
rules – remember – brain – practice – pronunciation – imitate – words – learn – repeating
———————– The text is about how people __________ a language.
We use our __________ to listen to sounds and remember them. We _________ what we hear and learn from listening to others. Understanding __________ and phrases helps us speak better. We also need to study grammar and __________ to make correct sentences. Learning sentences and __________ together helps us understand more. We must study a lot to __________ new things. Listening, __________, and practicing every day are keys to learning a language well. The more we listen and __________, the better we understand and speak the new language. ———————-
Correct version:
The text is about how people learn a language. We use our brain to listen to sounds and remember them. We imitate what we hear and learn from listening to others. Understanding pronunciation and phrases helps us speak better. We also need to study grammar and rules to make correct sentences. Learning sentences and words together helps us understand more. We must study a lot to remember new things. Listening, repeating, and practicing every day are keys to learning a language well. The more we listen and practice, the better we understand and speak the new language. #############
Complete, words below:
listen – evening – rules – like – listening – countries – practice – understand – difficult – pronunciation – notebook – watch
——————————
Anna: Hello, Tom! What do you learn at school these days?
Tom: I learn English, and I really __________ it.
Anna: Why do you learn English?
Tom: Because I want to travel and talk with people from other __________.
Anna: How do you learn new words?
Tom: I __________ to my teacher and repeat the words many times.
Anna: Where do you study English?
Tom: I study at school in the morning and at home in the __________.
Anna: When do you practice speaking?
Tom: I __________ speaking with my friends every day after class.
Anna: Who helps you when you don’t __________ something?
Tom: My teacher helps me and sometimes my older sister.
Anna: What do you find __________ in English?
Tom: Grammar is difficult, but I try to learn the _________ slowly.
Anna: Which part of English do you like best?
Tom: I like __________ because I can hear my progress.
Anna: How do you remember new words and phrases?
Tom: I write them in my __________ and read them every night before bed.
Anna: How often do you listen to English songs or __________ English videos?
Tom: I do it almost every day because it helps me learn from__________. —————————
Correct version:
Dialogue: Learning a Language
Anna: Hello, Tom! What do you learn at school these days? Tom: I learn English, and I really like it. Anna: Why do you learn English? Tom: Because I want to travel and talk with people from other countries. Anna: How do you learn new words? Tom: I listen to my teacher and repeat the words many times. Anna: Where do you study English? Tom: I study at school in the morning and at home in the evening. Anna: When do you practice speaking? Tom: I practice speaking with my friends every day after class. Anna: Who helps you when you don’t understand something? Tom: My teacher helps me and sometimes my older sister. Anna: What do you find difficult in English? Tom: Grammar is difficult, but I try to learn the rules slowly. Anna: Which part of English do you like best? Tom: I like pronunciation because I can hear my progress. Anna: How do you remember new words and phrases? Tom: I write them in my notebook and read them every night before bed. Anna: How often do you listen to English songs or watch English videos? Tom: I do it almost every day because it helps me learn from listening.
At the front desk, we work as a team. Good teamwork helps us solve problems and make guests happy. Clear communication, respect, and knowing our tasks are very important.
Here are some points to help us work better together.
Basics outlined
1. Clear Communication and Handovers
Speak clearly and politely to your team.
Give all important information when your shift ends.
with every bullit point eg in 1. examples, structuredWrite notes about guest requests, room changes, or problems.
Make sure the next person knows everything they need.
2. Role Clarity – Know Who Does What
Everyone has a job at the front desk.
Know your tasks and help others if needed.
If you are not sure, ask politely.
Respect everyone’s responsibilities.
3. Proactive Problem-Solving
Think about what could go wrong and prepare.
Fix small problems before they become big problems.
For example, check if VIP rooms are ready before arrival.
Always tell your team if there is an issue.
4. Respectful Collaboration
Be kind and polite to your team members.
Listen carefully to each other.
Share ideas without arguing.
Support each other, especially during busy times.
5. Daily Briefings and Shift Handovers
Meet every morning or shift change to discuss plans.
Share guest arrivals, departures, and special requests.
Talk about VIP guests or guests with problems.
This helps the team work smoothly together.
6. Effective Use of Tools
Use the hotel software (PMS) to write notes and check information.
Use internal messaging to talk to housekeeping, maintenance, or concierge.
Always update the system so everyone knows the latest information.
Double-check details to avoid mistakes.
7. Checking with Other Departments
Talk to housekeeping about room readiness.
Check with maintenance if there are any problems.
Coordinate with concierge for guest requests.
Keep all departments informed about changes.
8. Personal Action Plan
Think about one thing you can do better today.
It can be small, like leaving better notes or helping a colleague.
Try to do it every day.
Good teamwork helps guests and makes work easier.
_____________________
Basics in detail
What to Do
How to Do It / Examples
1. Clear Communication and Handovers
Speak clearly and politely: “Good morning, Mr. Smith, your room is ready.” / “Hello, Ms. Lee, I will help you with check-in.”Give all important information when your shift ends: “Room 502 VIP guest arrives at 3 PM; late check-out requested.” / “Guest in 305 requested extra towels.”Write notes about guest requests, room changes, or problems: Note in PMS: “Extra pillows for room 305.” / “Room 410 AC repaired.”Make sure the next person knows everything they need: Tell next shift: “Two rooms need cleaning before 2 PM.” / “Guest in 502 is waiting for late check-out.”
2. Role Clarity – Know Who Does What
Everyone has a job at the front desk: “I do check-ins; you call taxis.” / “I answer calls; you handle emails.”Know your tasks and help others if needed: Help with luggage while colleague checks in guests / Take reservations while colleague handles VIP guest.If you are not sure, ask politely: “Can you show me how to do a late check-out?” / “I am not sure about the guest request, can you help?”Respect everyone’s responsibilities: Don’t take over tasks assigned to others / Let the concierge handle restaurant bookings.
3. Proactive Problem-Solving
Think about what could go wrong and prepare: Check room readiness before guest arrival / Confirm transport arrangements for VIPs.Fix small problems before they become big problems: Replace a missing towel before guest notices / Fix minibar issue before guest complains.Example: check if VIP rooms are ready before arrival: Call housekeeping: “Room 502 ready for VIP guest?” / Check that welcome amenities are in place.Always tell your team if there is an issue: “Maintenance needed in room 305; AC not working.” / “Guest lost key; need replacement key card.”
4. Respectful Collaboration
Be kind and polite to your team members: “Can I help you with check-ins?” / “Good job handling that guest complaint.”Listen carefully to each other: Pay attention when a colleague explains a guest request / Repeat information to confirm understanding.Share ideas without arguing: Suggest a solution calmly: “We can move the guest to another room.” / “Maybe we can call housekeeping for extra help.”Support each other, especially during busy times: Help with luggage or check-ins when desk is full / Answer phone calls while colleague handles check-in.
5. Daily Briefings and Shift Handovers
Meet every morning or shift change to discuss plans: Quick meeting at 8 AM: “Today we have 3 VIP arrivals.” / “Shift change at 2 PM, brief on guest requests.”Share guest arrivals, departures, and special requests: “Room 410 late check-out, VIP guest in 502.” / “Guest in 305 has allergy request.”Talk about VIP guests or guests with problems: “Guest in 305 complained about AC; maintenance called.” / “VIP guest requests flowers in room 502.”This helps the team work smoothly together: Everyone knows the plan and tasks / Prevents mistakes and confusion.
6. Effective Use of Tools
Use the hotel software (PMS) to write notes and check information: Enter: “Room 410 cleaned and ready.” / “Guest requested wake-up call at 7 AM.”Use internal messaging to talk to housekeeping, maintenance, or concierge: “Housekeeping, room 502 ready?” / “Maintenance, AC fixed in room 305?”Always update the system so everyone knows the latest information: After fixing a problem: “Room 305 AC fixed.” / “Guest late arrival updated in PMS.”Double-check details to avoid mistakes: Check guest request list before arrival / Verify VIP amenities before guest check-in.
7. Checking with Other Departments
Talk to housekeeping about room readiness: “Is room 502 ready for VIP?” / “Room 410 cleaned?”Check with maintenance if there are any problems: “AC fixed in room 305?” / “Light in 402 replaced?”Coordinate with concierge for guest requests: “Taxi arranged for 3 PM.” / “Tickets for show booked for room 502.”Keep all departments informed about changes: “Guest changed arrival time to 2 PM.” / “Guest requested late check-out in 410.”
8. Personal Action Plan
Think about one thing you can do better today: “Write clearer notes for next shift.” / “Check VIP room amenities before arrival.”It can be small, like leaving better notes or helping a colleague: Help a colleague during check-in rush / Update PMS notes accurately.Try to do it every day: Make it a habit / Review guest requests at start of shift.Good teamwork helps guests and makes work easier: Smooth shifts make guests happy / Fewer mistakes mean less stress.
_________________
Basics, dialogues
1. Clear Communication and Handovers
Characters:
Anna – finishing her shift
Ben – starting his shift
Dialogue:
Anna: Hi Ben, good morning. I will tell you about the important things before you start.
Ben: Yes, please.
Anna: Room 502 VIP guest arrives at 3 PM. He wants late check-out.
Ben: Okay, got it. Room 502, VIP, late check-out at 3 PM.
Anna: Guest in room 305 asked for extra towels. I wrote it in the PMS.
Ben: Great, I will check the PMS.
Anna: Room 410 AC was fixed, and housekeeping cleaned the room.
Ben: Thank you. I know everything.
Anna: Also, two rooms need cleaning before 2 PM.
Ben: I will tell housekeeping. Thanks, Anna.
Anna: You’re welcome. Have a good shift!
This dialogue shows:
Speaking clearly and politely
Giving all important information
Writing notes in PMS
Making sure the next person knows everything
####################
2. Role Clarity – Know Who Does What
Characters:
Sara – front desk staff
Tom – front desk staff
Dialogue:
Sara: Hi Tom, can you help me with check-ins today?
Tom: Sure, Sara. I will answer phone calls and emails while you do the check-ins.
Sara: Great! And I will call housekeeping for room 502.
Tom: Okay. What if I am not sure about a guest request?
Sara: Ask me politely. For example: “Sara, can you help me with this request?”
Tom: Yes, I will do that.
Sara: Remember, I handle check-ins and you handle calls. We respect each other’s tasks.
Tom: Understood. I will not take over check-ins.
Sara: Perfect. Let’s work together and make it easy for guests.
This dialogue shows:
Knowing your tasks
Helping others if needed
Asking politely when unsure
Respecting everyone’s responsibilities
###############
3. Proactive Problem-Solving:
Characters:
Lina – front desk staff
Mark – front desk staff
Dialogue:
Lina: Hi Mark, I see a small problem. Room 305 AC is not working.
Mark: Oh no! What should we do?
Lina: I already called maintenance. They will fix it before the guest arrives.
Mark: Good idea. Any other issues?
Lina: Yes, VIP guest in room 502. We need to check the room and amenities before arrival.
Mark: Okay, I will check housekeeping and make sure everything is ready.
Lina: Great! Always tell the team about any problem.
Mark: I will. Thanks, Lina!
This dialogue shows:
Thinking ahead and preparing
Fixing small problems before they become big
Checking VIP rooms before arrival
Always telling the team about issues
###############
4. Respectful Collaboration:
Characters:
Nina – front desk staff
James – front desk staff
Dialogue:
Nina: Hi James, it is busy today. Can I help you with check-ins?
James: Yes, please. Thank you! I will answer the phone while you do check-ins.
Nina: Okay. And if you have an idea, tell me calmly.
James: Sure. For example, if a guest wants a room change, I will suggest a solution politely.
Nina: Perfect. Also, listen carefully to each other and support each other.
James: Yes, I will help you with luggage if it is needed.
Nina: Great teamwork! Guests will be happy.
This dialogue shows:
Being kind and polite to team members
Listening carefully to each other
Sharing ideas without arguing
Supporting each other, especially during busy times
##############
5. Daily Briefings and Shift Handovers:
Characters:
Emma – front desk staff (ending shift)
Liam – front desk staff (starting shift)
Dialogue:
Emma: Hi Liam, let me tell you the important things before your shift.
Liam: Yes, please.
Emma: Today, three VIP guests will arrive: rooms 502, 504, and 510.
Liam: Okay, got it. VIPs in 502, 504, 510.
Emma: Room 410 has a late check-out, and guest in 305 has a special request for extra towels.
Liam: Thank you. I will check the PMS for notes.
Emma: Guest in 305 had an AC problem yesterday. Maintenance fixed it.
Liam: Perfect. I know everything now.
Emma: Good! Daily briefings and shift handovers help the team work smoothly.
This dialogue shows:
Meeting every morning or shift change
Sharing guest arrivals, departures, and special requests
Talking about VIP guests or guests with problems
Helping the team work smoothly together
###############
6. Effective Use of Tools:
Characters:
Mia – front desk staff
Leo – front desk staff
Dialogue:
Mia: Hi Leo, let’s check the PMS before the guests arrive.
Leo: Okay. I see room 410 is ready.
Mia: Good. Also, guest in 502 requested extra pillows. I wrote it in PMS.
Leo: I see it. I will also update the system when the guest checks in.
Mia: Use the messaging system to talk to housekeeping and maintenance too.
Leo: Yes, I will. For example, I can message housekeeping: “Room 502 ready?” and maintenance: “AC fixed in room 305?”
Mia: Perfect! Always double-check details to avoid mistakes.
Leo: Got it! This helps the team and makes guests happy.
This dialogue shows:
Using hotel software (PMS) to write notes and check information
Using internal messaging to communicate with housekeeping, maintenance, concierge
Updating the system so everyone knows the latest information
Double-checking details to avoid mistakes
#################
7. Checking with Other Departments:
Characters:
Olivia – front desk staff
Ryan – front desk staff
Dialogue:
Olivia: Hi Ryan, let’s check with other departments before the VIP guest arrives.
Ryan: Okay. I will call housekeeping.
Olivia: Good. Ask: “Is room 502 ready for the VIP guest?”
Ryan: Done. Housekeeping says yes, the room is ready.
Olivia: Great. Now check with maintenance about room 305.
Ryan: I called maintenance. The AC is fixed.
Olivia: Perfect. Also, coordinate with concierge for guest requests.
Ryan: I arranged a taxi for the VIP guest at 3 PM.
Olivia: Excellent! Keep all departments informed if something changes.
Ryan: I will. This will help the guest and the team.
This dialogue shows:
Talking to housekeeping about room readiness
Checking with maintenance if there are problems
Coordinating with concierge for guest requests
Keeping all departments informed about changes
###############
8. Personal Action Plan:
Characters:
Sophie – front desk staff
Daniel – front desk staff
Dialogue:
Sophie: Hi Daniel, today I want to do one thing better.
Daniel: What is it?
Sophie: I will write clearer notes for the next shift.
Daniel: That’s good. I will help by checking VIP room amenities before arrival.
Sophie: Yes! Small actions like this make our teamwork stronger.
Daniel: I will try to do one thing better every day.
Sophie: Great! Good teamwork helps guests and makes our work easier.
Daniel: I agree. Let’s do it!
This dialogue shows:
Thinking about one thing to do better today
Doing small actions like better notes or helping a colleague
Trying to do it every day
Understanding that good teamwork helps guests and makes work easier
###############
Dialogue about teamwork at the front desk – with supervisor listening:
Characters:
Anna – front desk staff
Ben – front desk staff
Dialogue:
Anna: Hi Ben, good morning! Let’s go through everything before we start the shift.
Ben: Good morning, Anna. Yes, that’s a good idea.
Anna: Okay, first, Room 502 VIP guest arrives at 3 PM. He asked for a late check-out. Room 305 requested extra towels, and Room 410 AC is fixed and ready.
Ben: Great. I will also check the PMS for all the guest notes.
Anna: Perfect. This is part of clear communication and handovers. We write notes, tell each other important information, and make sure nothing is missed.
Ben: Yes, that makes everything easier for both of us.
Anna: Next, role clarity. We both know our tasks. I will handle the check-ins, and you can answer phone calls and emails.
Ben: And we help each other if needed.
Anna: Exactly. If one of us is not sure about something, we ask politely. Like: “Can you show me how to do this request?”
Ben: Yes, that works.
Anna: Proactive problem-solving is also important. We should check rooms and fix small problems before they become big.
Ben: For example, checking the VIP room and making sure the welcome amenities are ready.
Anna: Yes. And if there is a problem, we tell the team immediately. Like if maintenance is needed, we inform each other and the team.
Ben: Got it.
Anna: Respectful collaboration is very important too. We need to be kind and polite, listen carefully, share ideas without arguing, and support each other when it’s busy.
Ben: I can help with luggage or call taxis while you handle check-ins.
Anna: And I can help answer guest questions while you take reservations.
Ben: Exactly.
Anna: We also have daily briefings and shift handovers. Every morning or shift change, we talk about arrivals, departures, and special requests.
Ben: That way, everyone knows the plan, and we avoid mistakes.
Anna: Right. Using tools like PMS and internal messaging is also key. We write notes in PMS, message housekeeping or maintenance if needed, and always update the system.
Anna: Correct. Another point is checking with other departments. We talk to housekeeping, maintenance, and concierge for guest requests.
Ben: For example, asking housekeeping if the VIP room is ready or confirming the taxi for a guest.
Anna: Yes. And we always keep everyone informed if something changes, like guest arrival times.
Ben: That makes everything smoother for guests and for us.
Anna: Finally, personal action plan. Every day we can think of one thing to do better.
Ben: Like today, I will write clear notes for the next shift and check VIP room amenities.
Anna: And I will check all late check-outs and make sure rooms are ready for arrivals.
Ben: Perfect! Small actions every day make teamwork stronger.
Anna: Yes. Good teamwork makes guests happy and our work easier.
Ben: I agree! Let’s have a smooth shift today.
_____________ Vocabulary:
Clear communication – Speaking or writing so that everyone understands easily.
Handover (hotel) – Telling the next shift everything they need to know.
Role clarity (in job) – Knowing exactly what your job is and what other people do.
Proactive problem-solving – Finding and fixing problems before they become big.
Amenities (in hotel) – Things in the hotel for guests, like towels, shampoo, or a pool.
Immediately – Right away, without waiting.
Maintenance (hotel) – Fixing things in the hotel, like AC, lights, or plumbing.
Respectful collaboration – Working together politely and kindly with your team.
Daily briefings – Short meetings every day to share important information.
Shift change (in hotel) – When one team ends work and another team starts.
To avoid mistakes – Doing something carefully so nothing goes wrong.
To update a system – Writing new information in the computer system.
To prevent mistakes – Acting in a way that stops problems before they happen.
Department (in a hotel) – A part of the hotel, like housekeeping, front desk, or maintenance.
Concierge – Hotel staff who help guests with taxis, tickets, or information.
To confirm the taxi – Checking that the taxi is ready for the guest.
Personal action plan – A small plan of what you will do better today at work.
################
An Analysis: A Look at the Hotel Team’s Morning Talk
This is a conversation between Anna and Ben. They both work at the front desk of a 5-star hotel. Anna is finishing her shift, and Ben is starting his. They talk about the work for the day. This talk is very important for a good shift.
Main Points of Their Conversation
Sharing Information Clearly
First, Anna tells Ben the important news. She talks about a VIP guest who will arrive later, a room that needs more towels, and a room where the air conditioner is now fixed. Ben says he will also check the computer system (called PMS) to read all the notes about guests. They both agree: writing notes and talking to each other helps them forget nothing.
Knowing Your Job and Helping
Anna and Ben decide who will do which job. Anna will handle guest check-ins. Ben will answer the phone and emails. But they also promise to help each other. If one person does not know how to do something, they will ask politely. For example, they can say, „Can you show me how to do this?“
Finding Problems Early
They talk about being proactive. This means they should look for small problems and fix them before they become big problems. For example, they will check the VIP room to make sure the welcome gift is there. If they see a problem, they will tell the team immediately.
Working Together with Respect
Anna says that being kind and polite is very important. They must listen to each other carefully. They should share ideas without arguing. When the hotel is very busy, they will support each other. Ben can help a guest with luggage while Anna is busy with a check-in.
Talking to Other Hotel Departments
The front desk does not work alone. Anna and Ben say they must talk to other teams in the hotel. They will talk to housekeeping (for clean rooms), maintenance (for fixing things), and the concierge (for taxis or information). This makes everything smoother for the guests.
A Plan to Improve Every Day
Finally, they make a personal plan. Every day, they will think of one thing they can do better. Today, Ben will write very clear notes for the next shift and check the VIP room. Anna will double-check all the late check-outs. Small actions like this make the team stronger.
About Anna and Ben
Anna: She is experienced and organized. She leads the conversation well. She wants to make sure that she and Ben are a good team. She knows that good teamwork makes guests happy.
Ben: He is a good listener. He agrees with Anna’s ideas and also adds his own thoughts. He is ready to work hard and help his team.
Conclusion: Why This is a Good Talk
This conversation is a perfect example for a 5-star hotel. It is not just a list of tasks. It is a talk about how to work well together. Because of this talk, Anna and Ben will have a smooth shift. They will avoid mistakes, solve problems early, and most importantly, make the guests feel happy and well-cared for.
Anna wakes up and stretches. She yawns, blinks, and scratches her head. She smiles at the sun and leans forward to open the window. She stands up, walks to the bathroom, looks at herself in the mirror, pouts, and blows a kiss to her reflection. Then she shrugs her shoulders and sits down for breakfast. She chews her food and swallows carefully. After eating, she stands up, raises her hands, waves at the cat, and runs outside.
Story 2: At School
Tom walks into the classroom and looks around. He waves at his friend and smiles. The teacher nods at him and points to the board. Tom sits down, crosses his arms, and looks up at the teacher. He blinks, tilts his head, and shrugs his shoulders because he doesn’t understand. Then he raises his hand, stands up, and runs to the teacher to ask a question. After class, Tom waves goodbye and hugs his friend.
Story 3: At the Park
Lina walks in the park and looks around. She points at a bird and laughs. She runs to the swing and jumps on it. Her brother claps and shakes hands. Lina waves at a dog and covers her face with her hands when it barks loudly. She bites her lip, blinks, and tilts her head. Then she stands on her toes to see the fountain and sways her body from side to side. Finally, she hugs her brother and smiles.
Story 4: At Home
Mike sits down on the sofa and crosses his legs. He leans back, blinks, and scratches his head. He looks up at the ceiling and shrugs his shoulders. He taps his foot and moves his legs quickly because he is excited. Mike stands up, turns around, and leans forward to pick up a book. He reads, chews a snack, and yawns. Then he waves at his sister, hugs her, and smiles. He bends down to pet the dog and pats it gently.
—————end of audio———–
Story 5: At the Playground
Sara runs to the slide and jumps onto it. She waves at her friends and laughs loudly. She points at the swing and says something to her brother. He stands up, claps, and shakes hands with a friend. Sara leans forward to grab the rope, sways her body, and bites her lip because it’s a little scary. She looks down, blinks, and hugs her brother for courage. After that, she smiles, winks, and walks to the sandbox.
Story 6: Family Evening
In the living room, Dad sits down on the sofa and crosses his arms. Mom stands up, folds her arms, and looks around the room. The children run to their toys, jump, and shake legs excitedly. Grandpa leans back in his chair and taps fingers on the table. Grandma smiles, blushes, and waves at the children. Everyone hugs and laughs together. Dad shrugs shoulders and stands up to bring snacks. The family sways gently as they dance to music, and the children blink, pucker lips, and giggle happily.
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Do not look back at the story. First, try to remember the words and what happened. Then read each sentence and decide: true or false!
Try to understand every sentence — this will help you learn and remember the new body language words!
Story 1: Morning Routine
Anna wakes up and stretches. She yawns, blinks, and scratches her head. She smiles at the sun and leans forward to open the window. She stands up, walks to the bathroom, looks at herself in the mirror, pouts, and blows a kiss to her reflection. Then she shrugs her shoulders and sits down for breakfast. She chews her food and swallows carefully. After eating, she stands up, raises her hands, waves at the cat, and runs outside. ———————-
Anna waves at the cat and runs outside.
She frowns at the sun.
Anna blinks her eyes after waking up.
She pouts at the cat.
Anna yawns when she wakes up.
She chews her breakfast and swallows carefully.
Anna shrugs her shoulders after looking in the mirror.
She blows a kiss to her reflection.
Anna laughs at the sun.
She scratches her head because she is confused.
Anna stands up and walks to the bathroom.
She points at the window.
Anna smiles at the sun.
She covers her face with her hands at breakfast.
________________ True: 1,3,5,6,7,8,10,11,13
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Story 2:
Story 2: At School
Tom walks into the classroom and looks around. He waves at his friend and smiles. The teacher nods at him and points to the board. Tom sits down, crosses his arms, and looks up at the teacher. He blinks, tilts his head, and shrugs his shoulders because he doesn’t understand. Then he raises his hand, stands up, and runs to the teacher to ask a question. After class, Tom waves goodbye and hugs his friend.
Tom walks into the classroom and looks around.
He waves at his friend and smiles.
The teacher shakes hands with Tom.
Tom sits down and crosses his arms.
He looks up at the teacher.
Tom blinks, tilts his head, and shrugs his shoulders because he understands everything.
He raises his hand to ask a question.
Tom runs to the teacher after raising his hand.
After class, Tom waves goodbye.
He hugs his friend.
The teacher pouts at Tom.
Tom yawns during class.
He points at the board while asking the question.
Tom blushes when the teacher talks to him.
___________________ True: 1,2,4,5,7,8,9,10
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Story 3: At the Park
Lina walks in the park and looks around. She points at a bird and laughs. She runs to the swing and jumps on it. Her brother claps and shakes hands. Lina waves at a dog and covers her face with her hands when it barks loudly. She bites her lip, blinks, and tilts her head. Then she stands on her toes to see the fountain and sways her body from side to side. Finally, she hugs her brother and smiles.
Lina walks in the park and looks around.
She points at a bird and laughs.
Lina runs to the swing and jumps on it.
Her brother claps and shakes hands.
Lina waves at a dog and covers her face with her hands when it barks.
She bites her lip, blinks, and tilts her head.
Lina stands on her toes to see the fountain.
She sways her body from side to side.
Lina hugs her brother.
She smiles.
Lina pouts at the bird.
Her brother runs away from the park.
Lina blinks and waves at the fountain.
She jumps over a bench.
_____________________ True: 1,2,3,4,5,6,7,8,9,10
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Story 4: At Home
Mike sits down on the sofa and crosses his legs. He leans back, blinks, and scratches his head. He looks up at the ceiling and shrugs his shoulders. He taps his foot and moves his legs quickly because he is excited. Mike stands up, turns around, and leans forward to pick up a book. He reads, chews a snack, and yawns. Then he waves at his sister, hugs her, and smiles. He bends down to pet the dog and pats it gently.
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Mike jumps on the sofa.
He stands up, turns around, and leans forward to pick up a book.
Mike reads a book.
He chews a snack and yawns.
Mike points at the dog.
Mike waves at his sister.
He bends down to pet the dog.
Mike leans back, blinks, and scratches his head.
Mike shrugs his shoulders.
He hugs his sister.
Mike sways his body from side to side.
Mike sits down on the sofa and crosses his legs.
Mike taps his foot and moves his legs quickly because he is excited.
