• now living in a city, looking back at when she was 10

before doing the following text and
exercises,
check out => link,

as well as =>
https://www.fluglehrer.at/?p=1800
https://www.fluglehrer.at/?p=994
https://www.fluglehrer.at/?p=1815

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

---

When Sophea was a ten-year-old girl she lived in a small village in the countryside. Every morning, she helped her mother before school. Then she walked to school with her friends.

Sophea liked school, and her favorite subject was English. She knew English was important for her future. She wanted to be a tour guide and talk to people from other countries.

In class, she listened carefully and learned new words. At home, she watched English videos and read small books. She also taught her little brother simple English words.

Sophea studied hard because she had big dreams. She wanted to speak English well and visit other countries one day.

She was proud of her progress and kept trying, even when it was difficult. Sophea believed that English would help her do many things in life.

She was a smart and brave girl who never gave up.

---

___________________________

Verbs:

---

1. to be (was/were) – to exist; to have a certain quality
2. to live (lived) – to have your home in a place
3. to help (helped) – to do something for someone
4. to walk (walked) – to move with your feet
5. to like (liked) – to enjoy something
6. to know (knew) – to have information in your mind
7. to want (wanted) – to wish for something
8. to talk (talked) – to speak
9. to listen (listened) – to pay attention to sounds
10. to learn (learned) – to get knowledge or skill
11. to watch (watched) – to look at something for a time
12. to read (read [pronounced “red”]) – to look at words and understand them
13. to teach (taught) – to help someone learn
14. to study (studied) – to learn about something at school or at home
15. to speak (spoke) – to say words
16. to visit (visited) – to go to a place for a short time
17. to keep (kept) – to continue doing something
18. to try (tried) – to make an effort
19. to believe (believed) – to think that something is true
20. to do (did) – to perform an action
21. to give up (gave up) – to stop trying

---

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

Questions and answers in past simple:

Example:

1. Did Sophea live in a city when she was ten years old?
   
   YOU WRITE:
   No, she did not live in a city when she was ten years old. She lived in a village.
   
2. Did Sophea walk to school alone?
   ___________________________
   
3. Did she want to be a doctor?___________________________
   
4. Did Sophea skip class every day?___________________________
   
5. Did she help her teacher in the morning?___________________________
   
6. Did she teach her little brother difficult English words?___________________________
   
7. Did Sophea stop studying English?___________________________
   
8. Did she give up when learning English was easy?___________________________
   
9. Did Sophea avoid learning new words in class?___________________________
   
10. Did she watch French videos at home?___________________________
    

---

——————————–
Correct version:

---

Did Sophea live in a city when she was ten years old?
No, she did not live in a city when she was ten years old. She lived in a village.

Did Sophea walk to school alone?
No, she did not walk to school alone. She walked with her friends.

Did she want to be a doctor?
No, she did not want to be a doctor. She wanted to be a tour guide.

Did Sophea skip class every day?
No, she did not skip class every day. She went to class and listened carefully.

Did she help her teacher in the morning?
No, she did not help her teacher in the morning. She helped her mother.

Did she teach her little brother difficult English words?
No, she did not teach her little brother difficult English words. She taught him simple English words.

Did Sophea stop studying English?
No, she did not stop studying English. She studied hard at home and at school.

Did she give up when learning English was easy?
No, she did not give up when learning English was easy. She kept trying even when it was difficult.

Did she avoid learning new words in class?
No, she did not avoid learning new words in class. She listened carefully and learned new words.

Did she watch French videos at home?
No, she did not watch French videos at home. She watched English videos at home.

---

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

True?

Example:

1. Sophea lived in a city when she was ten years old.
   
   YOU WRITE:
   Sophea did not live in a city when she was ten years old. She lived in a village.
   
2. Sophea walked to school alone.
   _______________________________
   
3. Sophea wanted to be a doctor.
   _______________________________
   
4. Sophea skipped [to not go to school or a lesson] class every day.
   _______________________________
   
5. Sophea helped her teacher in the morning.
   _______________________________
   
6. Sophea taught her little brother difficult English words.
   _______________________________
   
7. Sophea stopped studying English.
   _______________________________
   
8. Sophea gave up when learning English was difficult.
   _______________________________
   
9. Sophea disliked [to not like] school.
   _______________________________
   
10. Sophea avoided [to stay away from something or not do something.] learning new words in class.
    _______________________________
    

---

——————————————-

Correct version:

1. Sophea lived in a city when she was ten years old.
   Sophea did not live in a city when she was ten years old. She lived in a village.
2. Sophea walked to school alone.
   Sophea did not walk to school alone. She walked with her friends.
3. Sophea wanted to be a doctor.
   Sophea did not want to be a doctor. She wanted to be a tour guide.
4. Sophea skipped class every day.
   Sophea did not skip class every day. She went to class and listened carefully.
5. Sophea helped her teacher in the morning.
   Sophea did not help her teacher in the morning. She helped her mother.
6. Sophea taught her little brother difficult English words.
   Sophea did not teach her little brother difficult English words. She taught him simple English words.
7. Sophea stopped studying English.
   Sophea did not stop studying English. She studied hard at home and at school.
8. Sophea gave up when learning English was difficult.
   Sophea did not give up when learning English was difficult. She kept trying.
9. Sophea disliked school.
   Sophea did not dislike school. She liked school.
10. Sophea avoided learning new words in class.
    Sophea did not avoid learning new words in class. She listened carefully and learned new words.

---

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

When Sophea was ten years old – complete:

1. Every morning, Sophea ___ (help) her mother before school.
2. She ___ (walk) to school with her friends.
3. Sophea ___ (like) going to school.
4. Her favorite subject ___ (be) English.
5. She ___ (know) that English was important for her future.
6. She ___ (want) to be a tour guide.
7. In class, she ___ (listen) carefully to her teacher.
8. She ___ (learn) new English words at school.
9. At home, she ___ (watch) English videos.
10. She ___ (like) to read small English books at home.
11. Sophea also ___ (teach) her little brother simple English words.
12. She ___ (study) hard because she had big dreams.
13. Even when it was difficult, she ___ (keep) trying.
14. Sophea ___ (believe) that English would help her do many things in life.

---

————————–

Correct version:

1. Every morning, Sophea helped her mother before school.
2. She walked to school with her friends.
3. Sophea liked going to school.
4. Her favorite subject was English.
5. She knew that English was important for her future.
6. She wanted to be a tour guide.
7. In class, she listened carefully to her teacher.
8. She learned new English words at school.
9. At home, she watched English videos.
10. She liked to read small English books at home.
11. Sophea also taught her little brother simple English words.
12. She studied hard because she had big dreams.
13. Even when it was difficult, she kept trying.
14. Sophea believed that English would help her do many things in life.

---

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

Correct the mistakes:

Example:

1. Sophea lived in a city.
   
   YOU WRITE:
   She lived in a village.
   
   
2. She walked to school alone.
   ______________________________
   
3. Sophea wanted to be a doctor. ______________________________
   
4. She skipped class every day. ______________________________
   
5. Sophea disliked school. ______________________________
   
6. Her favorite subject was Math. ______________________________
   
7. She stopped studying English. ______________________________
   
8. She taught her little brother difficult English words. ______________________________
   
9. Sophea gave up when learning English was difficult. ______________________________
   
10. She avoided learning new words in class. ______________________________
    
11. She never watched English videos at home. ______________________________
    
12. She did not help her mother in the morning. ______________________________
    

————————————

Correct version:

1. Sophea lived in a city. → She lived in a village.
2. She walked to school alone. → She walked to school with her friends.
3. Sophea wanted to be a doctor. → She wanted to be a tour guide.
4. She skipped class every day. → She went to class and listened carefully.
5. Sophea disliked school. → She liked school.
6. Her favorite subject was Math. → Her favorite subject was English.
7. She stopped studying English. → She studied hard at home and at school.
8. She taught her little brother difficult English words. → She taught him simple English words.
9. Sophea gave up when learning English was difficult. → She kept trying.
10. She avoided learning new words in class. → She listened carefully and learned new words.
11. She never watched English videos at home. → She watched English videos at home.
12. She did not help her mother in the morning. → She helped her mother every morning before school.

---

####################
Make the sentences negative:

Example:

Sophea lived in a city when she was ten years old.

YOU WRITE:
Sophea did not live in a city when she was 10 years old.

1. Sophea lived in a city when she was ten years old.
   ______________________________
   
   
2. She walked to school alone.
   ______________________________
   
3. Sophea wanted to be a doctor. ______________________________
   
4. She skipped class every day. ______________________________
   
5. Sophea disliked school. ______________________________
   
6. Her favorite subject was Math. ______________________________
   
7. She stopped studying English. ______________________________
   
8. She taught her little brother difficult English words. ______________________________
   
9. Sophea gave up when learning English was difficult. ______________________________
   
10. She avoided learning new words in class. ______________________________
    
11. She watched French videos at home. ______________________________
    
12. She helped her teacher in the morning. ______________________________
    

---

———————————-
Correct answers:

1. Sophea lived in a city when she was ten years old.
   Sophea did not live in a city when she was ten years old.
2. She walked to school alone.
   She did not walk to school alone.
3. Sophea wanted to be a doctor.
   She did not want to be a doctor.
4. She skipped class every day.
   She did not skip class every day.
5. Sophea disliked school.
   She did not dislike school.
6. Her favorite subject was Math.
   Her favorite subject was not Math.
7. She stopped studying English.
   She did not stop studying English.
8. She taught her little brother difficult English words.
   She did not teach her little brother difficult English words.
9. Sophea gave up when learning English was difficult.
   She did not give up when learning English was difficult.
10. She avoided learning new words in class.
    She did not avoid learning new words in class.
11. She watched French videos at home.
    She did not watch French videos at home.
12. She helped her teacher in the morning.
    She did not help her teacher in the morning.

---

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

---

Multiple choice, one answer correct:

1. Where did Sophea live when she was ten years old?
   a) In a city
   b) In a village
   c) On an island
2. Who did Sophea walk to school with?
   a) Alone
   b) With her friends
   c) With her teacher
3. What was Sophea’s favorite subject?
   a) Math
   b) Science
   c) English
4. What did Sophea want to be in the future?
   a) A tour guide
   b) A doctor
   c) A teacher
5. What did Sophea do in class?
   a) Listened carefully
   b) Played games
   c) Skipped class
6. What did Sophea watch at home?
   a) Movies
   b) Cartoons
   c) English videos
7. What did Sophea read at home?
   a) Small books
   b) Newspapers
   c) Magazines
8. Who did Sophea teach English to?
   a) Her friend
   b) Her little brother
   c) Her teacher
9. Did Sophea study hard?
   a) Yes
   b) No
   c) Sometimes
10. Did Sophea give up when it was difficult?
    a) Yes
    b) No
    c) Sometimes
11. What did Sophea believe English would help her do?
    a) Only play games
    b) Only watch videos
    c) Do many things in life
12. When did Sophea help her mother?
    a) In the morning before school
    b) In the evening
    c) At night
13. Did Sophea walk alone to school?
    a) Yes, she did.
    b) Sometimes
    c) No, she did not..
14. What kind of words did Sophea teach her brother?
    a) Difficult words
    b) Simple words
    c) Funny words
15. How old was Sophea?
    a) Ten
    b) Eight
    c) Twelve

---

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

Correct version:

---

1. Where did Sophea live when she was ten years old?
   Sophea lived in a small village in the countryside when she was ten years old.
2. Who did Sophea walk to school with?
   She walked to school with her friends.
3. What was Sophea’s favorite subject?
   Her favorite subject was English.
4. What did Sophea want to be in the future?
   She wanted to be a tour guide.
5. What did Sophea do in class?
   In class, she listened carefully and learned new words.
6. What did Sophea watch at home?
   At home, she watched English videos.
7. What did Sophea read at home?
   She read small English books at home.
8. Who did Sophea teach English to?
   She taught her little brother simple English words.
9. Did Sophea study hard?
   Yes, Sophea studied hard because she had big dreams.
10. Did Sophea give up when learning English was difficult?
    No, she kept trying even when it was difficult.
11. What did Sophea believe English would help her do?
    She believed that English would help her do many things in life.
12. When did Sophea help her mother?
    She helped her mother every morning before school.
13. Did Sophea walk alone to school?
    No, she did not walk alone; she walked with her friends.
14. What kind of words did Sophea teach her brother?
    She taught her little brother simple English words.
15. How old was Sophea?
    Sophea was ten years old.

---

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

Interview with Sophea, fill in, verb in past simple

---

Interviewer: Hello, Sophea! How old were you when you lived with your parents?
Sophea: I __________ (to be) ten years old.

Interviewer: Where did you live?
Sophea: I __________ (to live) in a small village in the countryside..

Interviewer: Did you like school?
Sophea: Yes, I __________ (to like) school very much.

Interviewer: What was your favorite subject?
Sophea: My favorite subject __________ (to be) English.

Interviewer: Why did you like English?
Sophea: I __________ (to like) English because it __________ (to be) important for my future.

Interviewer: Who did you walk to school with?
Sophea: I __________ (to walk) to school with my friends.

Interviewer: Did you help your mother?
Sophea: Yes, I __________ (to help) my mother every morning before school.

Interviewer: What did you do in class?
Sophea: I __________ (to listen) carefully and __________ (to learn) new words.

Interviewer: What did you do at home?
Sophea: I __________ (to watch) English videos and __________ (to read) small books.

Interviewer: Did you teach anyone English at home?
Sophea: Yes, I __________ (to teach) my little brother simple English words.

Interviewer: Did you study hard?
Sophea: Yes, I __________ (to study) hard because I __________ (to have) big dreams.

Interviewer: Did you give up when learning English was difficult?
Sophea: No, I __________ (to keep) trying even when it __________ (to be) difficult.

Interviewer: What did you want to be in the future?
Sophea: I __________ (to want) to be a tour guide.

Interviewer: Did you believe English would help you?
Sophea: Yes, I __________ (to believe) English would help me do many things in life.

—————————-

Correct version:

Interviewer: Hello, Sophea! How old were you when you lived with your parents?
Sophea: I was ten years old.

Interviewer: Where did you live?
Sophea: I lived in a small village in the countryside..

Interviewer: Did you like school?
Sophea: Yes, I liked school very much.

Interviewer: What was your favorite subject?
Sophea: My favorite subject was English.

Interviewer: Why did you like English?
Sophea: I liked English because it was important for my future.

Interviewer: Who did you walk to school with?
Sophea: I walked to school with my friends.

Interviewer: Did you help your mother?
Sophea: Yes, I helped my mother every morning before school.

Interviewer: What did you do in class?
Sophea: I listened carefully and learned new words.

Interviewer: What did you do at home?
Sophea: I watched English videos and read small books.

Interviewer: Did you teach anyone English at home?
Sophea: Yes, I taught my little brother simple English words.

Interviewer: Did you study hard?
Sophea: Yes, I studied hard because I had big dreams.

Interviewer: Did you give up when learning English was difficult?
Sophea: No, I kept trying even when it was difficult.

Interviewer: What did you want to be in the future?
Sophea: I wanted to be a tour guide.

Interviewer: Did you believe English would help you?
Sophea: Yes, I believed English would help me do many things

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

• looking back…………..

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

before doing the following text and
exercises, check out => link,

as well as =>
https://www.fluglehrer.at/?p=1800
https://www.fluglehrer.at/?p=994
https://www.fluglehrer.at/?p=1815

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

When Sophea was ten years old she lived in a village in the countryside. After school, she walked home. At home, she took off her shoes and said hello to her family.

She changed her clothes and washed her hands and face. Then she took her school bag and opened her books. Sophea sat at the table or outside near the house. She did her homework. She wrote and read. Sometimes she asked her cousin or aunt for help.

After homework, she put her books back in her bag. Then she helped at home. She watered the plants or played with her little brother. In the evening, she ate dinner with her family.

_________________________________

---

1. be – was/we
   = to exist; to live in a place; to describe someone or something.
2. live – lived
   = to have your home in a place.
3. walk – walked
   = to move on foot.
4. take off – took off
   = to remove clothes, shoes, or other things you wear.
5. say – said
   = to use words to speak.
6. change – changed
   = to put on different clothes.
7. wash – washed
   = to clean something with water (and usually soap).
8. take – took
   = to pick up or carry something with you.
9. open – opened
   = to make something not closed.
10. sit – sat
    = to rest on your bottom, usually on a chair or the ground.
11. do – did
    = to perform an action; here: to complete homework.
12. write – wrote
    = to make words with a pen or pencil.
13. read – read (same spelling, past is pronounced red)
    = to look at and understand written words.
14. ask – asked
    = to put a question to someone.
15. put – put
    = to move something into a place.
16. help – helped
    = to do something for someone to make work easier.
17. water – watered
    = to pour water on plants.
18. play – played
    = to do things for fun, often with toys or games.
19. eat – ate
    = to put food in your mouth and swallow it.

---

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

Questions and answers in past simple:

Example:

---

1. Did Sophea live in a city when she was ten years old?
   
   YOU WRITE:
   No, she didn’t live in a city. She lived in a village.
   
2. Did Sophea go home by bus after school?
   ___________________________
   
3. Did Sophea keep her shoes on at home?
   ___________________________
   
4. Did Sophea say hello to her teacher at home?
   ___________________________
   
5. Did Sophea wash her feet at home?
   ___________________________
   
6. Did Sophea open her school bag and play games?
   ___________________________
   
7. Did Sophea sit in bed to do her homework?
   ___________________________
   
8. Did Sophea always do her homework alone?
   ___________________________
   
9. Did Sophea play with her cousin after homework?
   ___________________________
   
10. Did Sophea eat dinner in the morning?
    ___________________________
    
    ———————————-

---

Correct version:

---

1. Did Sophea live in a city when she was ten years old?
   No, she didn’t live in a city. She lived in a village.
2. Did Sophea go home by bus after school?
   No, she didn’t go home by bus. She walked home.
3. Did Sophea keep her shoes on at home?
   No, she didn’t keep her shoes on. She took off her shoes.
4. Did Sophea say hello to her teacher at home?
   No, she didn’t say hello to her teacher. She said hello to her family.
5. Did Sophea wash her feet at home?
   No, she didn’t wash her feet. She washed her hands and face.
6. Did Sophea open her school bag and play games?
   No, she didn’t open her school bag and play games. She opened her school bag and books.
7. Did Sophea sit in bed to do her homework?
   No, she didn’t sit in bed. She sat at the table or outside near the house.
8. Did Sophea always do her homework alone?
   No, she didn’t always do her homework alone. Sometimes she asked her cousin or aunt for help.
9. Did Sophea play with her cousin after homework?
   No, she didn’t play with her cousin. She played with her little brother.
10. Did Sophea eat dinner in the morning?
    No, she didn’t eat dinner in the morning. She ate dinner in the evening with her family.

---

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

True?

Example:

---

1. Sophea lived in a city when she was ten years old.
   
   YOU WRITE:
   Sophea did not live in a city when she was ten years old. She lived in a village.
   
2. She went home by bicycle after school.
   ___________________________
   
3. At home, she kept her shoes on.
   ___________________________
   
4. She said hello to her teacher at home.
   ___________________________
   
5. She washed her feet after school.
   ___________________________
   
6. She opened her school bag and played games.
   ___________________________
   
7. Sophea sat in bed to do her homework.
   ___________________________
   
8. She always did her homework alone.
   ___________________________
   
9. After homework, she played with her cousin.
   ___________________________
   
10. She ate dinner in the morning.
    ___________________________
    
    ———————————
    
    

---

Correct version:

---

1. Sophea lived in a city when she was ten years old.
   No, she did not live in a city when she was ten years old. She lived in a village.
2. She went home by bicycle after school.
   No, she did not go home by bicycle after school. She walked home.
3. At home, she kept her shoes on.
   No, she did not keep her shoes on. She took off her shoes.
4. She said hello to her teacher at home.
   No, she did not say hello to her teacher at home. She said hello to her family.
5. She washed her feet after school.
   No, she did not wash her feet after school. She washed her hands and face.
6. She opened her school bag and played games.
   No, she did not open her school bag and play games. She opened her school bag and books.
7. Sophea sat in bed to do her homework.
   No, she did not sit in bed to do her homework. She sat at the table or outside near the house.
8. She always did her homework alone.
   No, she did not always do her homework alone. Sometimes she asked her cousin or aunt for help.
9. After homework, she played with her cousin.
   No, she did not play with her cousin after homework. She played with her little brother.
10. She ate dinner in the morning.
    No, she did not eat dinner in the morning. She ate dinner in the evening with her family.

---

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

When Sophea was ten years old:

---

1. Sophea ___ (live) in a village in the countryside.
2. After school, she ___ (walk) home.
3. At home, she ___ (take off) her shoes.
4. She ___ (say) hello to her family.
5. She ___ (change) her clothes.
6. She ___ (wash) her hands and face.
7. Then she ___ (take) her school bag.
8. She ___ (open) her books.
9. Sophea ___ (sit) at the table or outside near the house.
10. She ___ (do) her homework.
11. She ___ (write) and ___ (read).
12. Sometimes she ___ (ask) her cousin or aunt for help.
13. After homework, she ___ (put) her books back in her bag.
14. In the evening, she ___ (eat) dinner with her family.

---

—————————-

Correct version:

---

1. Sophea lived in a village in the countryside.
2. After school, she walked home.
3. At home, she took off her shoes.
4. She said hello to her family.
5. She changed her clothes.
6. She washed her hands and face.
7. Then she took her school bag.
8. She opened her books.
9. Sophea sat at the table or outside near the house.
10. She did her homework.
11. She wrote and read.
12. Sometimes she asked her cousin or aunt for help.
13. After homework, she put her books back in her bag.
14. In the evening, she ate dinner with her family.

---

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

Correct the mistakes:

Example:

---

1. Sophea lived in a city. →
   
   YOU WRITE:
   She lived in a village.
   
2. She went home by bus after school.
   __________________________
   
3. At home, she kept her shoes on. __________________________
   
4. She said hello to her teacher at home. __________________________
   
5. She washed her feet after school. __________________________
   
6. She opened her school bag and played games. __________________________
   
7. Sophea sat in bed to do her homework. __________________________
   
8. She always did her homework alone. __________________________
   
9. After homework, she played with her cousin. __________________________
   
10. She ate dinner in the morning. __________________________
    

——————————–
Correct version:

---

1. Sophea lived in a city. → She lived in a village.
2. She went home by bus after school. → She walked home after school.
3. At home, she kept her shoes on. → She took off her shoes.
4. She said hello to her teacher at home. → She said hello to her family.
5. She washed her feet after school. → She washed her hands and face.
6. She opened her school bag and played games. → She opened her school bag and books.
7. Sophea sat in bed to do her homework. → She sat at the table or outside near the house.
8. She always did her homework alone. → Sometimes she asked her cousin or aunt for help.
9. After homework, she played with her cousin. → She played with her little brother.
10. She ate dinner in the morning. → She ate dinner in the evening with her family.

---

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

Make the sentence negative:

Example:

---

1. Sophea lived in a village.
   
   YOU WRITE:
   Sophea did not live in a city.
   
2. She walked home after school.
   ____________________________
   
3. At home, she took off her shoes. ____________________________
   
4. She said hello to her family. ____________________________
   
5. She changed her clothes. ____________________________
   
6. She washed her hands and face. ____________________________
   
7. She did her homework. ____________________________
   
8. She asked her cousin or aunt for help. ____________________________
   
9. She played with her little brother. ____________________________
   
10. She ate dinner with her family. ____________________________
    

———————————-
Correct version:

---

1. Sophea lived in a village. → Sophea did not live in a city.
2. She walked home after school. → She did not take a bus home.
3. At home, she took off her shoes. → She did not keep her shoes on.
4. She said hello to her family. → She did not say hello to her teacher.
5. She changed her clothes. → She did not stay in the same clothes.
6. She washed her hands and face. → She did not wash her feet.
7. She did her homework. → She did not skip her homework.
8. She asked her cousin or aunt for help. → She did not ask her friends for help.
9. She played with her little brother. → She did not play with her cousin.
10. She ate dinner with her family. → She did not eat dinner alone.

---

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

Multiple choice, one answer correct:

---

1. After school, Sophea …
   a) walked home
   b) took a bus
   c) stayed at school
2. At home, she …
   a) kept her shoes on
   b) took off her shoes
   c) went outside
3. She said hello to …
   a) her teacher
   b) her friends
   c) her family
4. She changed …
   a) her clothes
   b) her shoes
   c) her books
5. She washed …
   a) her hands and face
   b) her feet
   c) her clothes
6. She took …
   a) her books
   b) her toys
   c) her school bag
7. She opened …
   a) her notebook and toys
   b) her bag and shoes
   c) her school bag and books
8. Sophea sat …
   a) on her bed
   b) at the table
   c) in the classroom
9. She did …
   a) her homework
   b) nothing
   c) her chores
10. She wrote …
    a) and read
    b) and played
    c) and sang
11. Sometimes she asked …
    a) her cousin or aunt
    b) her teacher
    c) her friends
12. After homework, she …
    a) went to bed
    b) played with her little brother
    c) read a book alone
13. She watered …
    a) the plants
    b) the flowers
    c) the vegetables
14. She played with …
    a) her cousin
    b) her little brother
    c) her friends
15. She ate dinner …
    a) alone
    b) in the morning
    c) with her family

---

_______________________

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

---

_______________________

Correct answers.

---

1. After school, Sophea walked home.
2. At home, she took off her shoes.
3. She said hello to her family.
4. She changed her clothes.
5. She washed her hands and face.
6. She took her school bag.
7. She opened her school bag and books.
8. Sophea sat at the table.
9. She did her homework.
10. She wrote and played.
11. Sometimes she asked her cousin or aunt.
12. After homework, she played with her little brother.
13. She watered the plants.
14. She played with her little brother.
15. She ate dinner with her family.

---

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

– easy words for eating out, tables, and cutlery

---

🏠 At the Restaurant

• Restaurant – a place where you can eat food.
• Café – a small place to drink coffee or tea and eat snacks.
• Pub – a place to drink beer or other drinks, sometimes with food.
• Diner – a simple, often American-style restaurant.
• Waiter / Waitress / Server – a person who brings food and drinks to the table.
• Host / Hostess – the person at the door who shows you to a table.
• Chef / Cook – the person who makes the food.
• Customer / Guest – a person who comes to eat.
• Menu – a paper or book that shows the food and drinks you can order.
• Bill / Check – the paper that shows how much money you must pay.
• Reservation – when you call or book a table before you come.
• Table for two / four – a table with space for two / four people.
• Takeaway / Takeout – food you buy and eat at home, not in the restaurant.
• Tip / Service charge – extra money you give to the waiter for good service.

---

🍽️ Table & Seating

• Table – flat furniture where you put food and drinks.
• Chair – something you sit on.
• Booth – a seat in a restaurant with high backs, usually for 2–6 people.
• Counter – a long table where people can sit, often in a bar or café.
• Tablecloth – fabric that covers the table.
• Napkin / Serviette – small cloth or paper to clean your mouth or hands.
• Placemat – a small mat under your plate.
• High chair – a tall chair for small children to sit at the table.

---

🍴 Cutlery / Silverware

• Knife – a tool with a sharp edge to cut food.
• Fork – a tool with points (prongs) to pick up food.
• Spoon – a tool with a round end to eat soup or soft food.
• Teaspoon – a small spoon, usually for tea or dessert.
• Tablespoon – a big spoon, often for serving.
• Soup spoon – a round spoon for soup.
• Dessert spoon – a spoon for cake or ice cream.
• Chopsticks – two sticks used to eat food in Asia.
• Steak knife – a sharp knife for cutting meat.

---

🍷 Glasses & Cups

• Glass – something you drink from, usually clear.
• Wine glass – a tall glass with a stem for wine.
• Champagne flute – a tall, thin glass for champagne.
• Beer mug – a big glass with a handle for beer.
• Cup – small container for drinks.
• Mug – a big cup, usually for tea or coffee.
• Teacup – a small cup for tea.
• Coffee cup – a cup for coffee.

---

🍽️ Plates & Bowls

• Plate – flat dish for food.
• Dish – another word for plate, or food prepared in a special way.
• Bowl – round, deep dish for soup or cereal.
• Soup bowl – a bowl for soup.
• Salad plate – a small plate for salad.
• Side plate – a small plate for bread or side dishes.
• Dessert plate – a small plate for cake or sweets.
• Tray – flat surface to carry food and drinks.

---

🧂 Other Table Items

• Salt shaker – small container for salt.
• Pepper shaker – small container for pepper.
• Condiments – sauces like ketchup or mustard.
• Oil and vinegar set – bottles of oil and vinegar for salad.
• Butter dish – a small plate for butter.
• Sugar bowl – a small bowl for sugar.
• Toothpick – a small stick to clean teeth after eating.
  
  
  ###################

Summary in A2:

Hello! My name is Emma, and I work in a small restaurant. Every day, I clean the tables and chairs. Some customers sit in booths, and some sit at the counter. I put a tablecloth on each table and place a placemat for every guest. I also give a napkin to each person, and sometimes a high chair for small children.

I set the cutlery carefully. I put a knife, fork, and spoon at each place. I also put a teaspoon for tea, a tablespoon for serving, a soup spoon for soup, and a dessert spoon for cake or ice cream. Some customers use chopsticks, and people with meat use a steak knife.

I set the plates and bowls. I use a plate for the main food, a dish for special meals, a bowl for soup or cereal, a soup bowl for soup, a salad plate for salad, a side plate for bread, and a dessert plate for sweets. I carry the food on a tray.

I also prepare the other table items. I put the salt shaker, pepper shaker, condiments, oil and vinegar set, butter dish, sugar bowl, and toothpick on the table.

I also prepare the drinks. I give glasses for water, a wine glass for wine, a champagne flute for champagne, a beer mug for beer, a cup for tea, a mug for coffee, a teacup for tea, and a coffee cup for coffee.

I like my job. I see happy people eat and enjoy their meals. Every day is busy, but I love it!

---

• see the world, save the Earth

---

Perfect tourism is when people travel and feel happy and safe. Tourists can see beautiful places. They can visit mountains, beaches, forests, and cities. They can also learn about new cultures, traditions, and history.

Tourists like clean hotels and comfortable rooms. Friendly staff and good service make the trip better. A perfect day can start with breakfast and visiting famous places. In the afternoon, tourists can walk in the city, take photos, or join a small activity. In the evening, they can rest and enjoy the calm atmosphere.

Perfect tourism protects the environment. Tourists should not throw trash and should save water and energy. They should respect plants, animals, and nature. Sustainable tourism is important. It helps local people and keeps the planet safe.

Tourists should also be polite and friendly to local people. They can learn about life in the village or city. Perfect tourism makes people happy and creates good memories.

It is about learning, enjoying, and protecting nature. Sustainability, respect, and care for the environment are very important. Perfect tourism is good for tourists and for local communities.
_____________________
Vocabulary:

---

To travel – to go from one place to another.
To feel safe – to not be afraid or in danger.
A mountain – a very high hill.
A beach – a place with sand near the sea or ocean.
A forest – a large area with many trees.
Traditions – things people do in their culture for a long time.
Clean – not dirty.
Comfortable – nice and easy to use or sit on.
Friendly staff – workers who are kind and helpful.
To join an activity – to take part in a game or event.
To rest – to stop working and relax.
A calm atmosphere – a quiet and peaceful place.
To protect the environment – to take care of nature.
To throw trash – to put rubbish somewhere.
To save water – to use water carefully.
To respect – to be kind and careful with people, animals, or things.
Sustainable tourism – travel that is good for people, nature, and communities.
To keep something safe – to protect something.
To be polite – to use good manners.
Local people – people who live in a place.
To make somebody happy – to give someone joy.
To create memories – to have experiences that you remember.
Sustainability – caring for nature and people so things stay good in the future.
To care for the environment – to help nature and keep it safe.
A local community – a group of people who live in the same area.

---

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

---

---

Multiple choice test, one answer correct

audio file 1 – 16

audio file 17 – 25

1. What does to travel mean?
   a) To cook at home every day
   b) To go from one place to another
   c) To sleep all day long
2. What does to feel safe mean?
   a) To be very tired and hungry
   b) To not be afraid or in danger
   c) To move very fast and run
3. What is a mountain?
   a) A very high hill or land
   b) A small and quiet river side
   c) A flat and long street road
4. What is a beach?
   a) A city with many shops and cars
   b) A place with sand near the sea
   c) A large forest with many trees
5. What is a forest?
   a) A building full of many rooms
   b) A large area with many trees
   c) A place with very soft sand
6. What are traditions?
   a) Games that children play outside
   b) Foods that people like to eat
   c) Things people do in their culture
7. What does clean mean?
   a) Very fast and moving quickly
   b) Not dirty or full of dust
   c) Very big and very heavy
8. What does comfortable mean?
   a) Very far and hard to reach
   b) Nice and easy to use or sit
   c) Very loud and full of noise
9. Who are friendly staff?
   a) Children who play outside daily
   b) Workers who are kind and helpful
   c) People who are angry or rude
10. What does to join an activity mean?
    a) To take part in a game or event
    b) To walk very fast on streets
    c) To stay at home all the time
11. What does to rest mean?
    a) To eat food and drink water
    b) To stop working and relax now
    c) To travel far to new places
12. What is a calm atmosphere?
    a) A fast and busy street zone
    b) A quiet and peaceful place
    c) A noisy and crowded area
13. What does to protect the environment mean?
    a) To build very large houses
    b) To play games with friends daily
    c) To take care of nature and land
14. What does to throw trash mean?
    a) To put rubbish in the right place
    b) To cook food for family now
    c) To take pictures of flowers
15. What does to save water mean?
    a) To drink water very fast now
    b) To wash clothes very quickly
    c) To use water carefully every day
16. What does to respect mean?
    a) To eat all food very fast
    b) To be kind and careful with all
    c) To run and jump very high
    
    ————end audio 1———
17. What is sustainable tourism?
    a) Travel only by plane and train
    b) Travel to visit friends in city
    c) Travel that is good for nature and people
18. What does to keep something safe mean?
    a) To protect it from danger or harm
    b) To move it from place to place
    c) To clean it with water and soap
19. What does to be polite mean?
    a) To eat food without saying thanks
    b) To speak very loudly and fast
    c) To use good manners with everyone
20. Who are local people?
    a) Visitors from another country
    b) Children playing in the school
    c) People who live in this place
21. What does to make somebody happy mean?
    a) To play alone without talking
    b) To give someone joy or pleasure
    c) To take something from a friend
22. What does to create memories mean?
    a) To travel without any plan
    b) To forget things very quickly
    c) To have experiences you remember
23. What is sustainability?
    a) Moving fast and working hard
    b) Caring for nature and people always
    c) Eating food and drinking water
24. What does to care for the environment mean?
    a) To walk fast in the city streets
    b) To clean your house every day
    c) To help nature and keep it safe
25. What is a local community?
    a) People living in the same area
    b) Workers in a big factory nearby
    c) Tourists visiting for a short time

---

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

---

_______________________
Answers:

1. What does to travel mean? – That means: to go from one place to another
2. What does to feel safe mean? – That means: to not be afraid or in danger
3. What is a mountain? – That means: a very high hill or land
4. What is a beach? – That means: a place with sand near the sea
5. What is a forest? – That means: a large area with many trees
6. What are traditions? – That means: things people do in their culture
7. What does clean mean? – That means: not dirty or full of dust
8. What does comfortable mean? – That means: nice and easy to use or sit
9. Who are friendly staff? – That means: workers who are kind and helpful
10. What does to join an activity mean? – That means: to take part in a game or event
11. What does to rest mean? – That means: to stop working and relax now
12. What is a calm atmosphere? – That means: a quiet and peaceful place
13. What does to protect the environment mean? – That means: to take care of nature and land
14. What does to throw trash mean? – That means: to put rubbish in the right place
15. What does to save water mean? – That means: to use water carefully every day
16. What does to respect mean? – That means: to be kind and careful with all
17. What is sustainable tourism? – That means: travel that is good for nature and people
18. What does to keep something safe mean? – That means: to protect it from danger or harm
19. What does to be polite mean? – That means: to use good manners with everyone
20. Who are local people? – That means: people who live in this place
21. What does to make somebody happy mean? – That means: to give someone joy or pleasure
22. What does to create memories mean? – That means: to have experiences you remember
23. What is sustainability? – That means: caring for nature and people always
24. What does to care for the environment mean? – That means: to help nature and keep it safe
25. What is a local community? – That means: people living in the same area

---

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

---

Gap-fill exercise:

1. Every summer, many people like _____ to new countries.
   a) to travel
   b) to rest
   c) to save water
2. Tourists want to _____ when they are away from home.
   a) feel safe
   b) join an activity
   c) throw trash
3. Everest is the highest _____ in the world.
   a) hill
   b) mountain
   c) forest
4. I like to sit on the sand at the _____ and watch the sea.
   a) mountain
   b) forest
   c) beach
5. A large area with many trees is called _____.
   a) forest
   b) mountain
   c) beach
6. People celebrate old _____ like festivals and dances.
   a) sustainable tourism
   b) traditions
   c) local community
7. My hotel room is very _____; I like it a lot.
   a) calm
   b) expensive
   c) clean
8. A soft bed makes a hotel room very _____.
   a) comfortable
   b) calm
   c) clean
9. The hotel has very kind workers. They are _____.
   a) friendly staff
   b) local people
   c) traditions
10. We can _____ and play games in the afternoon.
    a) travel
    b) rest
    c) join an activity
11. After a long walk, I want _____ for a while.
    a) to rest
    b) to travel
    c) to join an activity
12. The library is quiet and peaceful. It has a _____ .
    a) clean room
    b) calm atmosphere
    c) friendly staff
13. Tourists must help _____ by not leaving trash.
    a) protect the environment
    b) save water
    c) respect nature
14. Never _____ in the park; use a bin.
    a) travel
    b) throw trash
    c) rest
15. We should _____ and not waste water.
    a) save water
    b) protect the environment
    c) care for the environment
16. Tourists must always _____ local people and customs.
    a) join an activity
    b) respect
    c) make somebody happy
17. Travel that is good for nature and people is called _____.
    a) sustainable tourism
    b) protect the environment
    c) traditions
18. We must _____ objects and places from danger.
    a) keep safe
    b) respect
    c) protect
19. Always _____ by saying “please” and “thank you.”
    a) be polite
    b) care for the environment
    c) create memories
20. The people who live in the village are called _____.
    a) local people
    b) friendly staff
    c) local community
21. Doing something kind can _____.
    a) save water
    b) rest
    c) make somebody happy
22. Visiting new places helps you _____ for the future.
    a) create memories
    b) travel
    c) join an activity
23. Caring for nature and people in the long term is called _____.
    a) sustainable tourism
    b) sustainability
    c) traditions
24. It is important _____ to keep nature safe.
    a) to care for the environment
    b) to protect the environment
    c) to respect
25. People living in the same area are called a _____.
    a) local community
    b) friendly staff
    c) traditions

---

___________________
Answers:

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

---

___________________
Correct answers:

---

1. Every summer, many people like to travel to new countries.
2. Tourists want to feel safe when they are away from home.
3. Everest is the highest mountain in the world.
4. I like to sit on the sand at the beach and watch the sea.
5. A large area with many trees is called forest.
6. People celebrate old traditions like festivals and dances.
7. My hotel room is very clean; I like it a lot.
8. A soft bed makes a hotel room very comfortable.
9. The hotel has very kind workers. They are friendly staff.
10. We can join an activity and play games in the afternoon.
11. After a long walk, I want to rest for a while.
12. The library is quiet and peaceful. It has a calm atmosphere.
13. Tourists must help protect the environment by not leaving trash.
14. Never throw trash in the park; use a bin.
15. We should save water and not waste it.
16. Tourists must always respect local people and customs.
17. Travel that is good for nature and people is called sustainable tourism.
18. We must protect objects and places from danger.
19. Always be polite by saying “please” and “thank you.”
20. The people who live in the village are called local community.
21. Doing something kind can make somebody happy.
22. Visiting new places helps you create memories for the future.
23. Caring for nature and people in the long term is called sustainability.
24. It is important to protect the environment to keep nature safe.
25. People living in the same area are called a local community.

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

---

Match the word to its definition:

Words:

1. sustainability
2. traditions
3. calm atmosphere
4. local community
5. to travel
6. mountain
7. friendly staff
8. protect the environment
9. beach
10. save water
11. join an activity
12. clean
13. make somebody happy
14. to rest

Definitions:

A. An area with sand and sea
B. To look after nature and prevent damage
C. People living in the same area
D. To move from one place to another
E. To participate in an organized event
F. To relax and stop working for a while
G. Keeping things free from dirt
H. People at work who are kind and helpful
I. Customs and practices passed down over time
J. A tall natural hill
K. To avoid wasting water
L. Creating long-term care for people and nature
M. Making someone feel joyful
N. A quiet and peaceful feeling in a place

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____________________
Answers:

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

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____________________
Full answers:

1. sustainability → that means: creating long-term care for people and nature
2. traditions → that means: customs and practices passed down over time
3. calm atmosphere → that means: a quiet and peaceful feeling in a place
4. local community → that means: people living in the same area
5. to travel → that means: to move from one place to another
6. mountain → that means: a tall natural hill
7. friendly staff → that means: people at work who are kind and helpful
8. protect the environment → that means: to look after nature and prevent damage
9. beach → that means: an area with sand and sea
10. save water → that means: to avoid wasting water
11. join an activity → that means: to participate in an organized event
12. clean → that means: keeping things free from dirt
13. make somebody happy → that means: making someone feel joyful
14. to rest → that means: to relax and stop working for a while

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

---

True or false:

1. A mountain is a tall natural hill.
2. To travel means to stay at home all the time.
3. Traditions are customs passed down over time.
4. Saving water means wasting it as little as possible.
5. A calm atmosphere is noisy and busy.
6. Local community refers to people living in the same area.
7. Friendly staff are workers who are helpful and kind.
8. Protecting the environment means damaging nature.
9. Clean means keeping things free from dirt.
10. A beach is an area with sand and sea.
11. To join an activity means to participate in an event.
12. Make somebody happy means to upset them.
13. Rest means to relax and stop working for a while.
14. Sustainability means polluting the environment.

___________________________
True: 1,3,4,6,7,9,10,11,13
___________________________

Corrected version:

1. A mountain is a tall natural hill.
2. To travel means to stay at home all the time. True is: To travel means to move from one place to another.
3. Traditions are customs passed down over time.
4. Saving water means wasting it as little as possible.
5. A calm atmosphere is noisy and busy. True is: A calm atmosphere is quiet and peaceful.
6. Local community refers to people living in the same area.
7. Friendly staff are workers who are helpful and kind.
8. Protecting the environment means damaging nature. True is: Protecting the environment means looking after nature and preventing damage.
9. Clean means keeping things free from dirt.
10. A beach is an area with sand and sea.
11. To join an activity means to participate in an event.
12. Make somebody happy means to upset them. True is: Make somebody happy means to make someone feel joyful.
13. Rest means to relax and stop working for a while.
14. Sustainability means polluting the environment. True is: Sustainability means creating long-term care for people and nature.

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---

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

Interview with Salas, an expert on sustainable tourism – fill in, words below:

---

comfortable – environment – festivals – save –
forests – happy.- calm – respect –
community – learn about –
peaceful – area

———————————————–

1. Q: What is sustainable tourism?
A: Sustainable tourism is travel that cares for the __________ and local people.

2. Q: Why is it important?
A: It is important to protect nature and make local people __________

3. Q: How can tourists help the environment?
A: Tourists can __________ water and not throw trash.

4. Q: What should tourists respect?
A: Tourists should _________ local people and traditions.

5. Q: Can tourists join activities?
A: Yes, they can join an activity and _________ the culture.

6. Q: What is a calm atmosphere?
A: A calm atmosphere is a quiet and __________place.

7. Q: Why is clean important in hotels?
A: Clean rooms make tourists __________ and happy.

8. Q: How can tourists make local people happy?
A: Tourists can be polite and care for the __________.

9. Q: What is a local community?
A: Local community is people living in the same __________.

10. Q: What should tourists do when they rest?
A: Tourists should relax and enjoy a __________ atmosphere.

11. Q: Can tourists learn from traditions?
A: Yes, tourists can see __________ and old customs.

12. Q: How does sustainable tourism help nature?
A: It protects mountains, _________, beaches, and water.

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————————————————

---

Full version:

1. Q: What is sustainable tourism?
A: Sustainable tourism is travel that cares for the environment and local people.

2. Q: Why is it important?
A: It is important to protect nature and make local people happy.

3. Q: How can tourists help the environment?
A: Tourists can save water and not throw trash.

4. Q: What should tourists respect?
A: Tourists should respect local people and traditions.

5. Q: Can tourists join activities?
A: Yes, they can join an activity and learn about the culture.

6. Q: What is a calm atmosphere?
A: A calm atmosphere is a quiet and peaceful place.

7. Q: Why is clean important in hotels?
A: Clean rooms make tourists comfortable and happy.

8. Q: How can tourists make local people happy?
A: Tourists can be polite and care for the community.

9. Q: What is a local community?
A: Local community is people living in the same area.

10. Q: What should tourists do when they rest?
A: Tourists should relax and enjoy a calm atmosphere.

11. Q: Can tourists learn from traditions?
A: Yes, tourists can see festivals and old customs.

12. Q: How does sustainable tourism help nature?
A: It protects mountains, forests, beaches, and water.

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

And what can a tourist do to protect the environment when on a holiday –
a checklist?

---

1. Before Booking

• choose a hotel that cares for the environment
• plan activities that help local people
• use local transport if possible

2. Travel to Destination

• use bus, train, or shared transport
• try not to fly if you can

3. Accommodation

• keep the room clean
• save water and electricity
• be polite to hotel staff

4. Activities and Sightseeing

• join activities with local guides
• respect mountains, forests, and beaches
• follow rules and signs

5. Eating and Shopping

• buy local products
• respect local traditions
• avoid plastic and waste

6. Waste and Environment

• do not throw trash
• recycle if you can
• care for plants and animals

7. Leaving the Destination

• leave a clean place
• say thank you to local people
• make memories without harming nature

8. Returning Home

• tell others about sustainable tourism
• keep caring for the environment
• support local communities

---

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

…..and the hotels?

1. Before Guests Arrive

• offer clean and comfortable rooms
• save water and electricity
• help local people and community
• train staff to care for the environment

2. Arrival and Check-In

• greet guests politely
• give information about local culture
• offer transport that is good for nature

3. In the Hotel

• keep rooms clean
• use less water and energy
• provide bins for trash and recycling
• respect quiet areas and calm atmosphere

4. Activities and Services

• organize activities with local guides
• show local traditions and culture
• do not harm mountains, forests, or beaches

5. Food and Shopping

• offer local food
• sell local products
• avoid plastic and waste

6. Leaving the Hotel

• thank guests politely
• ask guests to help the environment
• take only memories and photos

---

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

• analyze yourself

---

Strengths

1. Friendly and polite to all guests

• Greets guests with a smile.
• Says “Good morning” or “Good evening.”
• Uses polite words like “please” and “thank you.”
• Talks kindly to children and elderly guests.
• Makes guests feel comfortable.

2. Can handle many tasks at the same time

• Checks in guests while answering the phone.
• Writes emails while updating reservations.
• Gives room keys while helping guests with questions.
• Talks to guests while looking at the computer.
• Monitors arrivals and departures at the same time.

3. Good at solving problems quickly

• Finds a new room if the hotel is full.
• Fixes billing mistakes fast.
• Helps guests who lose keys.
• Arranges transport for guests quickly.
• Solves complaints about noise or service.

4. Stays calm under pressure

• Remains polite when many guests arrive.
• Does not raise voice with rude guests.
• Handles long queues without stress.
• Works steadily when busy.
• Maintains a clean and organized desk.

5. Knows hotel services and local area

• Explains hotel services clearly.
• Gives directions to tourist places.
• Recommends local activities.
• Knows the location of restaurants and shops.
• Suggests trusted tour guides or taxis.

6. Speaks clearly and communicates well

• Explains rules simply.
• Answers guest questions clearly.
• Uses simple words for foreign guests.
• Writes clear messages and notes.
• Listens carefully to guest requests.

7. Works well with other staff and departments

• Helps housekeeping when needed.
• Coordinates with maintenance for room problems.
• Shares information with other colleagues.
• Helps new staff learn procedures.
• Supports the team during busy hours.

8. Pays attention to guests’ needs

• Notices when a guest looks confused.
• Offers extra towels or blankets.
• Responds quickly to room service requests.
• Checks if VIP guests need special attention.
• Follows up on special requests.

9. Learns quickly and adapts to new situations

• Can use new computer programs fast.
• Learns new hotel rules quickly.
• Adapts to busy periods easily.
• Changes plans when guests arrive unexpectedly.
• Learns new guest requests and preferences.

10. Keeps desk and work area clean and organized

• Keeps papers and files tidy.
• Organizes keys and documents neatly.
• Wipes counters and phones regularly.
• Makes the front desk look professional.
• Keeps computers and printers clean and working.

---

Weaknesses

1. Gets stressed when very busy

• Feels nervous during many check-ins.
• Makes small mistakes under pressure.
• Answers phone slowly when busy.
• Forgets tasks during rush hours.
• Struggles to stay calm when the lobby is full.

2. Can be impatient with difficult guests

• Talks quickly to guests who ask many questions.
• Shows frustration when complaints are repeated.
• Avoids long discussions with rude guests.
• May respond curtly to demanding guests.
• Needs time to calm down after difficult situations.

3. Limited skills in foreign languages

• Cannot explain services to foreign guests well.
• Misunderstands requests in another language.
• Relies on translation apps.
• Cannot always answer international guest questions.
• Feels nervous speaking English or other languages.

4. Sometimes misses small details in bookings

• Forgets special bed requests.
• Makes mistakes in booking dates.
• Leaves extra services unchecked.
• Forgets to note VIP guests.
• Misses updates in the reservation system.

5. Hesitant to enforce rules or handle conflicts

• Avoids asking guests to follow rules.
• Lets small problems grow bigger.
• Waits for a manager to solve conflicts.
• Does not apply penalties quickly.
• Feels uncomfortable confronting rude guests.

6. Can forget to follow up on guest requests

• Leaves messages unanswered.
• Misses calling guests back.
• Does not check if services are done.
• Forgets to confirm bookings.
• Overlooks small guest needs.

7. Slow to learn new computer systems

• Needs extra time to log in.
• Forgets new software steps.
• Asks colleagues for help often.
• Makes mistakes entering data.
• Cannot quickly adapt to updates.

8. Can get tired after long shifts

• Becomes less attentive late in the day.
• Makes small errors when tired.
• Responds slower to requests.
• Feels stressed after many hours of work.
• Loses energy during busy periods.

9. Finds it hard to say “no” to guests

• Gives extra services even if not allowed.
• Accepts late check-outs without approval.
• Lets guests break hotel rules.
• Cannot refuse requests politely.
• Feels uncomfortable enforcing limits.

10. May rely too much on colleagues or managers

• Waits for help before making decisions.
• Asks for approval too often.
• Cannot solve small problems alone.
• Avoids responsibility for difficult tasks.
• Depends on others for guest complaints.

---

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

A dialogue:

---

Scene: Hotel lobby in the morning. Guests are arriving, some checking in, some asking questions.

Staff (Anna): smiles “Good morning! Welcome to Sunshine Hotel. How can I help you today?”

Guest 1: “Hi, I have a reservation for Mr. Smith.”

Anna: “Of course, Mr. Smith. Please wait a moment while I check you in.” types on the computer while talking “I see your room is ready. Here are your keys, and breakfast is served from 7 to 10 a.m.”

Guest 1: “Thank you!”

Anna: notices an elderly guest looking confused nearby “Good morning, sir. Do you need some help with directions?”

Guest 2 (elderly): “Yes, please. How do I get to the city center?”

Anna: “You can take the hotel shuttle, or I can call a trusted taxi for you. The city center is about ten minutes from here.”

Guest 2: “Thank you very much!”

Phone rings.

Anna: picks up phone while finishing check-in “Good morning, Sunshine Hotel. How may I help you?” writes a note in the computer at the same time

Guest 3 (on phone): “I need a room tonight. Do you have any availability?”

Anna: “Let me check.” quickly searches reservations “We are almost full, but I found one room for you. May I book it for you?”

Guest 3: “Yes, please!”

Anna: types fast “Done! Your room is ready when you arrive. Please come to the front desk for your key.”

Guest 1: returns with a question “I think there is a mistake on my bill.”

Anna: calmly “No problem, let me check.” reviews bill carefully “I see it. I fixed it. Here is the correct bill. Thank you for your patience.”

Anna notices another guest waiting for a taxi.
“Excuse me, sir. I can call a taxi for you right now. It will arrive in five minutes.”

Guest 4: “Thank you, that is very helpful.”

Anna: wipes the desk while speaking to a colleague about a maintenance issue “Housekeeping, please check room 402. The air conditioning needs attention. Thank you!”

Guest 5 (child): shyly “Hi…”

Anna: “Hello there! Are you excited to stay with us? Here is a small welcome gift for you.” hands a small toy

Guest 5: smiles “Thank you!”

Anna (thinking to herself): “Okay, everything is organized, the desk is tidy, all guests are helped. Now time to finish emails and check for arrivals.”

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

---

✅ Strengths demonstrated in this dialogue:

• Friendly and polite, makes guests feel comfortable.
• Handles multiple tasks (check-ins, phone calls, emails) at the same time.
• Solves problems quickly (billing, full rooms, taxi arrangements).
• Stays calm under pressure (many guests, busy lobby).
• Knows hotel services and local area (directions, breakfast, taxi).
• Speaks clearly and communicates well (simple explanations, listens).
• Works well with staff (housekeeping, maintenance).
• Pays attention to guests’ needs (elderly, children, VIPs).
• Learns and adapts (booking last-minute rooms, new requests).
• Keeps desk organized and professional.

---

• a simple checklist to see your weak points

---

1. Unfriendly & Cold

Weak behaviours:
No smile
No greeting
Rude voice
No eye contact
Look bored

Examples:
Guest arrives, staff says nothing
Staff rolls eyes
Staff talks angry
Staff ignores hello
Staff looks away

2. Poor Communication

Weak behaviours:
Speak too fast
Interrupt guest
Don’t listen
Use hard words
Give unclear info

Examples:
Guest does not understand check-in
Staff cuts guest
Wrong taxi booking
Guest confused about breakfast
Wrong directions given

3. No Language Effort

Weak behaviours:
Only own language
No simple English
Refuse to try
Ignore guest language
Laugh at guest

Examples:
Staff says “I don’t understand” and walks away
Uses slang
Cannot explain check-out
Refuses to greet guest
Smiles at guest mistake

4. Not Reliable / Late

Weak behaviours:
Come late
Forget tasks
Leave desk
Don’t finish work
Make excuses

Examples:
Arrive after shift start
Forget wake-up call
Guest waits long for towel
Report missing
Lobby empty, no staff

5. Bad Appearance

Weak behaviours:
Dirty uniform
Messy hair
No badge
Bad smell
Slouching

Examples:
Stains on shirt
Hair not combed
No name tag
Strong smell
Leaning on desk

6. Poor Team Spirit

Weak behaviours:
Don’t help
Blame others
Start fights
Talk bad
No thanks

Examples:
Ignore colleague in rush
Blame coworker in front of guest
Argue at reception
Gossip about staff
Refuse to share work

7. No Patience

Weak behaviours:
Get angry fast
Interrupt guest
Roll eyes
Show stress
Walk away

Examples:
Shout at slow guest
Stop listening to complaint
Look angry
Leave guest mid-talk
Sigh loudly

8. Not Flexible

Weak behaviours:
Refuse new tasks
Say “not my job”
Panic at changes
Refuse to help
Can’t adapt

Examples:
Refuse to cover shift
Panic when VIP arrives
Refuse to use new system
Say no to extra work
Won’t help in other area

9. No Attention to Detail

Weak behaviours:
Miss small needs
Forget requests
Wrong info
Messy work
Don’t check names

Examples:
Wrong spelling on card
Forget baby cot
Miss birthday note
Wrong minibar list
Bill has mistakes

10. Poor Problem-Solving

Weak behaviours:
Ignore problem
Say “I can’t”
Panic
Blame others
No follow-up

Examples:
Guest waits, no answer
Staff says “I don’t know”
Walk away from broken AC
Blame housekeeping
Never check if fixed

11. Weak Knowledge

Weak behaviours:
Don’t know hotel
Don’t know city
Wrong info
No updates
Can’t suggest

Examples:
Say “I don’t know” about spa
Wrong bus time
Wrong temple direction
Doesn’t know events
Cannot suggest activity

12. No Privacy Respect

Weak behaviours:
Say room loud
Show guest info
Gossip
Enter room with DND
Share VIP name

Examples:
Call “Room 203” in lobby
Show bill to stranger
Talk about guest to staff
Knock on DND door
Tell taxi driver VIP name

13. Poor Service

Weak behaviours:
Do minimum
No care
No smile
No follow-up
Don’t try

Examples:
Say no to request
No welcome greeting
Forget extra towel
Don’t check problem
Ignore repeat guest

14. No Culture Respect

Weak behaviours:
Laugh at guest
Wrong greeting
Ignore rules
Bad gestures
Stereotypes

Examples:
Offer pork to Muslim guest
Joke about accent
Shake hands when not wanted
Touch guest wrongly
Use wrong title

15. Bad Conflict Handling

Weak behaviours:
Shout back
Take sides
Ignore issue
No solution
Make worse

Examples:
Shout at angry guest
Blame one guest
Ignore billing fight
Argue in lobby
Guest leaves angry

16. Slow / Not Efficient

Weak behaviours:
Work slow
Forget tasks
Many mistakes
No order
Lose time

Examples:
Guest waits long check-in
Wrong bill
Luggage forgotten
Long line at desk
Messy papers

17. Negative Attitude

Weak behaviours:
No smile
Complain
Say bad things
Show stress
No energy

Examples:
Frown at guest
Say “too busy”
Talk bad about hotel
Look tired
No greeting

18. Bad Leadership

Weak behaviours:
Shout at staff
No support
No feedback
Only blame
Don’t train

Examples:
No team briefing
Shout in front of guests
Never help in rush
No advice to new staff
Only complain to manager

19. No Learning

Weak behaviours:
Refuse training
Don’t listen
Repeat mistakes
Never ask
No interest

Examples:
Skip workshop
Ignore feedback
Repeat error
Never ask how to do
Refuse new system

20. No Empathy

Weak behaviours:
No care
Be cold
Ignore feelings
Treat all same
No comfort

Examples:
Say nothing to delayed guest
Ignore old guest
No help to tired traveler
Forget birthday
Walk away from crying guest

---

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

A dialogue, how not to…………

---

Scene: Morning at Sunshine Hotel. Guests are arriving and asking questions.

Guest 1: smiles “Good morning! I have a reservation for Mr. Lee.”

Staff (Tom): does not smile, looks bored “…Room? Check-in there.” ignores eye contact

Guest 1: “Can you help me with breakfast times?”

Tom: speaks fast “7 to 10, yes, fine.” does not wait for guest to finish

Guest 2 (child): “Hi…”

Tom: rolls eyes “Sit down. Don’t run.”

Guest 3 (Spanish): “Hola! ¿Dónde está mi habitación?”

Tom: shrugs “I don’t understand.” walks away

Guest 4: “I asked for a wake-up call tomorrow.”

Tom: checks phone lazily “Oh, yes… maybe.”

Guest 5: “I think my key card doesn’t work.”

Tom: slouches on desk, messy uniform “Here. Try again.” does not check properly

Guest 6: asks about city shuttle “What time does it go?”

Tom: “Bus… I don’t know. Ask concierge.”

Guest 7: “Can I get an extra towel?”

Tom: sighs loudly “No time now.”

Guest 1: “I’m confused about my bill.”

Tom: looks stressed “It’s correct. Don’t bother me.”

Guest 8: VIP guest arrives suddenly

Tom: panics “Not my job. Someone else deal with it!”

Guest 9 (tired traveler): “My flight was delayed, can I rest?”

Tom: ignores guest, keeps typing

Guest 10: “I asked for a baby cot in the room.”

Tom: checks list lazily “I forgot. Maybe later.”

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

---

✅ Weaknesses demonstrated in the dialogue:

1. Unfriendly & Cold – No smile, no greeting, bored look, rude voice.
2. Poor Communication – Talks too fast, interrupts, gives unclear info.
3. No Language Effort – Refuses to speak guest language, ignores foreign guest.
4. Not Reliable / Late – Forget wake-up call, unsure about tasks.
5. Bad Appearance – Messy uniform, slouching.
6. No Patience – Sighs, looks stressed, leaves guest mid-talk.
7. Not Flexible – Refuses to help VIP guest, panics with changes.
8. No Attention to Detail – Forgets baby cot, key not checked.
9. Poor Problem-Solving – Ignores issues, gives no solutions.
10. Weak Knowledge – Does not know hotel or city info.
11. Poor Service – Does minimum, no follow-up.
12. No Empathy – Ignores tired travelers, no comfort offered.

---

• a simple checklist to see your good points

---

Guest Service Competencies – Easy Training Guide

---

1. Friendliness & Welcoming

Key Behaviors:

• Smile at all guests
• Say “Hello” and “Goodbye”
• Make eye contact
• Speak in polite voice
• Look happy and open

Examples:

• Say “Welcome, Mr. Lee”
• Smile when guest comes
• Hold door open
• Ask “How are you today?”
• Say “Thank you for staying with us”

---

2. Communication

Key Behaviors:

• Speak slowly and clearly
• Listen until guest finishes
• Repeat request to check
• Use easy words
• Be polite always

Examples:

• “Taxi at 6:30, correct?”
• Explain breakfast times
• Listen to full complaint
• Speak simply to non-English guest
• Send clear email confirmation

---

3. Languages

Key Behaviors:

• Greet in guest language
• Use easy English if needed
• Translate short info
• Learn new words often
• Write short notes for guests

Examples:

• Say “Hola” to Spanish guest
• Tell “Breakfast at 7” in French
• Help German guest at check-out
• Explain taxi in Mandarin
• Print city map in guest language

---

4. Reliability & Time

Key Behaviors:

• Come to work on time
• Do what you promise
• Finish tasks fast
• Stay at desk when needed
• Help if colleague is late

Examples:

• Arrive before shift starts
• Deliver towel quickly
• Wake-up call on time
• Write report before leaving
• Cover shift for sick staff

---

5. Professional Look

Key Behaviors:

• Wear clean uniform
• Wear name badge
• Comb hair nicely
• Keep shoes polished
• Stand straight at desk

Examples:

• Iron shirt before work
• Put badge on every day
• Hair neat for guests
• Shoes clean and shiny
• Smile with good posture

---

6. Team Spirit

Key Behaviors:

• Help colleagues
• Share tasks
• Speak kindly
• Say thank you
• Support during busy time

Examples:

• Carry luggage together
• Bring extra towels for housekeeping
• Show new staff how to use system
• Say “Good job” after shift
• Help at reception during rush

---

7. Patience

Key Behaviors:

• Stay calm always
• Listen carefully
• Do not interrupt
• Repeat slowly if needed
• Be polite with angry guests

Examples:

• Listen to long complaint
• Explain check-in again
• Stay calm with rude guest
• Help guest with form filling
• Wait while guest decides room type

---

8. Flexibility

Key Behaviors:

• Accept new plan
• Take extra duty
• Help in other area
• Learn new system
• Stay calm with change

Examples:

• Work extra shift
• Help VIP guest suddenly
• Go to concierge desk if needed
• Assist restaurant staff when busy
• Use new booking program quickly

---

9. Attention to Detail

Key Behaviors:

• Check guest names
• Look at small needs
• Remember guest likes
• Keep papers correct
• Keep area neat

Examples:

• Correct wrong spelling on key card
• Bring baby cot for family
• Add birthday card to room
• Check minibar before guest arrives
• Make bill correct and clear

---

10. Problem-Solving

Key Behaviors:

• Find problem fast
• Offer solution quickly
• Stay calm with guest
• Think of 2–3 options
• Check guest later

Examples:

• Give welcome drink if room late
• Offer upgrade for booking error
• Fix wrong bill fast
• Change room with broken AC
• Call guest to ask if okay after fix

---

11. Hotel & City Knowledge

Key Behaviors:

• Know hotel services
• Know city places
• Give true information
• Suggest good things
• Learn new updates

Examples:

• Explain gym hours
• Show map with temple
• Tell shuttle bus time
• Suggest trip for family
• Share new spa promotion

---

12. Privacy

Key Behaviors:

• Keep secrets safe
• Do not tell room numbers
• Hide guest info
• Respect “Do Not Disturb”
• Be quiet about VIPs

Examples:

• Give key card without saying room
• Hand bill in envelope
• Lock computer screen
• Do not knock with DND sign
• Check in celebrity without noise

---

13. Service Excellence

Key Behaviors:

• Do more than asked
• Keep high standard
• Think before guest asks
• Be proud of service
• Always smile when helping

Examples:

• Flowers for honeymoon couple
• Ask mid-stay “Is everything ok?”
• Offer luggage help before asked
• Call after problem fixed
• Remember guest favorite drink

---

14. Culture Respect

Key Behaviors:

• Respect guest culture
• Change words if needed
• Use correct titles
• Follow manners
• Accept all people

Examples:

• Say “Mr.” and “Mrs.” correctly
• Give halal food choice
• Bow to Japanese guest
• Do not touch guest if not wanted
• Say greeting in guest’s language

---

15. Conflict

Key Behaviors:

• Be calm
• Listen to both sides
• Be fair
• Give win-win answer
• Stop problem quickly

Examples:

• Solve noise between guests
• Fix mistake in bill
• Offer room change
• Talk to both guest and staff
• Calm guest with kind words

---

16. Efficiency

Key Behaviors:

• Work fast
• Make no mistakes
• Put work in order
• Be clean and organized
• Handle rush time well

Examples:

• Quick check-in
• Correct card payment
• Store luggage fast
• Keep desk tidy
• Manage line of guests quickly

---

17. Positive Attitude

Key Behaviors:

• Smile always
• Be happy with team
• Show energy
• Stay positive in stress
• Do not complain

Examples:

• Smile in busy check-in
• Say kind words to colleague
• Cheer guest with small talk
• Say hello with strong voice
• Stay calm when guest angry

---

18. Leadership

Key Behaviors:

• Guide team
• Teach new staff
• Give advice kindly
• Support in busy time
• Say thank you to staff

Examples:

• Give morning briefing
• Train staff on booking system
• Help staff fix mistake
• Stand with team in rush
• Praise staff after good work

---

19. Learning

Key Behaviors:

• Join training
• Accept advice
• Try new skills
• Ask questions
• Grow every day

Examples:

• Learn new check-in system
• Use feedback from manager
• Join customer service workshop
• Ask “How to do better?”
• Follow new hotel rules

---

20. Empathy

Key Behaviors:

• Understand feelings
• Be kind
• Give comfort
• Listen with care
• Treat guest personal

Examples:

• Help guest with flight delay
• Offer chair to old guest
• Smile at tired traveler
• Put birthday card in room
• Listen when guest is sad

---

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

A dialogue:

---

Scene: Morning at Sunshine Hotel. Guests are arriving, checking in, asking questions, and some are VIPs.

Staff (Anna): smiles and makes eye contact “Good morning! Welcome to Sunshine Hotel, Mr. Lee. How are you today?”

Guest 1: “I’m fine, thank you.”

Anna: holds the door open “Please come in, Mr. Lee. Let me check you in.”

Guest 2 (child): shyly “Hi…”

Anna: “Hello! Welcome! Here is a small gift for you.” speaks slowly and clearly

Guest 1: “I have a reservation and a special request for breakfast.”

Anna: “Sure, your breakfast is from 7 to 10 a.m., correct? I will note your request.”

Guest 3 (Spanish): speaks a few words in Spanish

Anna: “Hola! Your breakfast is at 7. Enjoy your stay.”

Guest 4: “My taxi is at 6:30 p.m., right?”

Anna: “Yes, taxi at 6:30. I will call it for you on time.”

Guest 5: “I think my room key is wrong.”

Anna: stays calm “No problem. I will fix it now.” gives correct key “All done. Enjoy your room.”

Guest 1: “Thank you, Anna. You are very helpful.”

Anna: smiles “It’s my pleasure. Please let me know if you need anything else.”

Phone rings.

Anna: picks up phone while giving keys “Good morning, Sunshine Hotel. How may I help you?”

Guest 6 (German): “I need help with check-out.”

Anna: “I can help you. Your check-out is at 12. Here is a short note in German.”

Guest 7: “I need a wake-up call tomorrow.”

Anna: “No problem. Wake-up call is set for 6 a.m. on time.”

Anna notices a colleague is late.
She helps at reception during rush time “Good morning! Let’s get everyone checked in quickly.”

Guest 8: “There is noise from next door.”

Anna: listens carefully “I understand. I will solve this. You can move to another quiet room if you like.”

Anna checks desk:

• Papers are tidy.
• Keys and documents are organized.
• Computer and printers are clean.

Guest 9 (VIP): “Please keep this check-in quiet.”

Anna: “Of course. Your privacy is safe.”

Anna: smiles and helps luggage “Here, I will carry this to your room.”

Guest 10 (tired traveler): “My flight was delayed. I’m exhausted.”

Anna: offers chair and comforts guest “Please sit here and rest. I will bring water and help with your bags.”

Anna helps new staff: “This is how you use the booking system. Thank you for joining the team!”

Guest 11: “I don’t know the city. Can you suggest something?”

Anna: “Yes! The temple is 10 minutes by shuttle. The city map is here. Enjoy your trip.”

Anna notices a family with a baby:
She brings a baby cot and adds a birthday card to the room.

Anna (thinking): “I finished check-in, handled complaints, helped colleagues, and kept the desk organized. All guests are happy.”

———————————————————-

---

✅ Strengths demonstrated in the dialogue:

1. Friendliness & Welcoming – Smiles, greets, eye contact, polite words, makes guests comfortable.
2. Communication – Speaks clearly, listens, repeats requests, uses easy words.
3. Languages – Greets in guest language, explains in simple English, prints notes.
4. Reliability & Time – Arrives on time, sets wake-up calls, covers for colleagues.
5. Professional Look – Wears uniform, stands straight, looks neat.
6. Team Spirit – Helps colleagues, shares tasks, supports during rush.
7. Patience – Listens to complaints, stays calm, repeats instructions.
8. Flexibility – Accepts extra duties, helps in other areas, adapts to change.
9. Attention to Detail – Checks names, brings baby cot, adds card, keeps desk tidy.
10. Problem-Solving – Fixes key, resolves noise complaint, offers options.
11. Hotel & City Knowledge – Explains services, gives city directions, suggests activities.
12. Privacy – Keeps VIP info quiet, handles key cards discreetly.
13. Service Excellence – Does more than asked, helps with luggage, adds small touches.
14. Culture Respect – Uses correct greetings, respects guest manners.
15. Conflict – Solves noise problem, fixes billing mistakes calmly.
16. Efficiency – Works fast, manages check-in line, keeps desk organized.
17. Positive Attitude – Smiles, stays happy, encourages colleagues.
18. Leadership – Guides new staff, trains them on systems.
19. Learning – Uses feedback, joins training, asks questions.
20. Empathy – Understands tired travelers, comforts them, listens to concerns.

---

• a simple checklist to see your good points and weak points

---

🌟 Possible strengths in hotel staff

1. Friendliness & Welcoming – Always smiling, approachable, polite.
2. Excellent Communication – Clear, polite, active listener.
3. Multilingual Skills – Can assist international guests better.
4. Reliability/Punctuality – Always on time, dependable.
5. Professional Appearance – Neat uniform, good grooming.
6. Strong Team Spirit – Willing to help colleagues, avoid conflicts.
7. Patience – Handle difficult guests calmly.
8. Adaptability – Flexible with sudden changes, extra tasks.
9. Attention to Detail – Noticing small guest needs (extra towels, correct spelling of names, etc.).
10. Problem-Solving – Find solutions quickly for guest complaints.
11. Product Knowledge – Knows hotel facilities, services, and city info well.
12. Discretion/Confidentiality – Respect guest privacy.
13. Commitment to Service Excellence – Always aim to exceed expectations.
14. Cultural Sensitivity – Respect guests from different backgrounds.
15. Conflict Resolution – Handle disputes calmly, fairly.
16. Efficiency – Complete tasks quickly without mistakes.
17. Positive Attitude – Stay cheerful even under pressure.
18. Leadership (if senior staff) – Guide new staff, set a good example.
19. Willingness to Learn – Accept training and feedback.
20. Empathy – Understand guests’ feelings and respond kindly.

---

⚠️ Possible weaknesses in hotel staff

1. Impatience – Easily frustrated with demanding guests.
2. Poor Time Management – Arriving late, slow task completion.
3. Weak Communication – Speaking too fast, unclear, or forgetting to listen.
4. Over-Talking – Giving too much information instead of concise answers.
5. Shyness – Struggle to approach guests confidently.
6. Inflexibility – Difficulty adjusting to sudden changes.
7. Easily Stressed – Struggle under pressure or with complaints.
8. Lack of Attention to Detail – Missing small but important things.
9. Over-Reliance on Colleagues – Needing constant guidance.
10. Forgetfulness – Not remembering guest requests.
11. Slow Decision-Making – Taking too long to solve problems.
12. Poor Cultural Awareness – Not sensitive to guest backgrounds.
13. Low Initiative – Doing only what is asked, not going the extra mile.
14. Difficulty Handling Complaints – Becoming defensive or upset.
15. Unprofessional Body Language – Rolling eyes, frowning, slouching.
16. Lack of Product Knowledge – Not knowing enough about hotel or city.
17. Over-Promise, Under-Deliver – Saying “yes” but failing to deliver.
18. Over-Perfectionism – Spending too much time on one detail.
19. Weak Teamwork – Not cooperating or competing with colleagues.
20. Limited Language Skills – Struggling with international guests.

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🔎 How to know if it’s a strength or weakness

• Feedback from guests → Compliments or complaints.
• Supervisor evaluation → Praise or areas marked for improvement.
• Colleague feedback → Do they like working with you?
• Self-reflection → Do you feel comfortable and confident in this area?
• Guest body language → Smiles and thanks (strength) vs. frustration (weakness).

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_____________________________

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📌 How to use it:

• At the end of each week, go through each row and check ✅ / ❌ / 🔄 [insert the three symbols in the checklist above by hand, last three columns]
• If something is ❌ or 🔄, write one action step for the next week (example: “Practice being more calm when guests complain”).
• Review monthly to see your progress.
  __________________________

What the symbols mean:

• ✅ (Yes / Strong / Good)
  • This means “I did this well this week”.
  • Example: You greeted all guests with a smile and polite words — put ✅.
• ❌ (No / Weak / Needs Work)
  • This means “I did not do this well this week”.
  • Example: You forgot to greet a guest or didn’t explain something clearly — put ❌.
• 🔄 (Needs Improvement / Sometimes)
  • This means “I did it sometimes, but I can improve”.
  • Example: You usually stay calm with complaints, but this week you felt a bit stressed — put 🔄.

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• from smiles to service: the keys to success
  
  

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A good waitress has many important skills. First, she talks nicely. She speaks in a friendly and clear way to guests and coworkers. This helps people feel comfortable.

She also pays attention. She listens carefully and notices what guests need. When guests feel happy, they will want to come back.

A waitress is always friendly. She greets guests with a smile and makes them feel welcome. Smiling shows respect and kindness.

Another important skill is knowing the menu. A good waitress understands the food and drinks. She can answer questions and give suggestions to the guests.

Staying organized is very important. A waitress must remember orders and make sure everything goes smoothly. She can also handle changes. If it is busy, she stays calm and continues to work well.

Sometimes problems happen. A good waitress solves problems quickly and politely. She also works well with others. Teamwork helps everyone do a good job.

Details are important too. She makes sure the tables look nice and clean. Even in difficult times, she stays positive and professional.

In conclusion, a successful waitress makes guests happy and keeps the restaurant running smoothly.
_______________________
Vocabulary:

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• Successful – doing something well and getting a good result.
• A waitress – a woman who serves food and drinks in a restaurant.
• A waiter – a man who serves food and drinks in a restaurant.
• A key to success – something very important that helps you to do well.
• Skills – things you can do well.
• To talk nicely – to speak in a kind and friendly way.
• A coworker – a person who works with you.
• To pay attention – to look and listen carefully.
• To listen carefully – to hear with focus and think about what the person says.
• To notice something – to see or understand something that is happening.
• To greet guests – to say hello to visitors in a friendly way.
• A smile – a happy look on your face.
• To show respect – to act politely and kindly to others.
• Kindness – being friendly and good to people.
• To know the menu – to understand what food and drinks are offered.
• To understand the food – to know what the food is and what it is made of.
• To give a suggestion – to tell someone an idea to help them choose.
• To stay organized – to keep things in order and under control.
• To remember orders – to not forget what guests want to eat or drink.
• To go smoothly – to happen without problems.
• To handle changes – to deal with new or different situations well.
• To stay calm – to not get angry or worried.
• To solve a problem – to find an answer to something difficult.
• Politely – in a nice and respectful way.
• To make sure – to check that something is correct.
• Clean – without dirt.
• To stay positive – to keep a happy and hopeful attitude.
• In conclusion – used to finish and give the last idea.
• To keep the restaurant running smoothly – to make sure the restaurant works well without problems.

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

Multiple choice, one answer correct:

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1. What does successful mean?
   a) Doing something well and getting a good result
   b) Trying many times but never learning from mistakes
   c) Starting something but not finishing it in the end
2. Who is a waitress?
   a) A person who sits down and eats in the restaurant
   b) A man who cooks the meals in the busy kitchen
   c) A woman who serves food and drinks in a restaurant
3. Who is a waiter?
   a) A person who clears tables after the guests have left
   b) A man who serves food and drinks in a restaurant
   c) A woman who works behind the hotel reception desk
4. What is a key to success?
   a) Something very important that helps you to do well
   b) A small tool that is used for opening a locked door
   c) A little present you give to a very close friend
5. What are skills?
   a) Things you can do well and practice every day
   b) Things you can buy in a shop at a low price
   c) Things you can only see when watching the TV
6. What does to talk nicely mean?
   a) To speak without saying any real words at all
   b) To speak loudly in an angry and rude manner
   c) To speak in a kind and friendly way to people
7. Who is a coworker?
   a) A person who teaches you new things in the school
   b) A person who works together with you at your job
   c) A person who comes as a visitor to the café
8. What does to pay attention mean?
   a) To speak to someone but make many silly mistakes
   b) To look and listen carefully to what is happening
   c) To give someone money when you buy some food
9. What does to listen carefully mean?
   a) To hear with focus and think about what is said
   b) To hear sounds but not really understand the words
   c) To listen to music when using the radio at home
10. What does to notice something mean?
    a) To forget about something that is very important
    b) To see or understand something that is happening now
    c) To write a letter and send it to a person
11. What is a smile?
    a) A small present you give when visiting a close friend
    b) A word you can write when sending a short letter
    c) A happy look that appears on your face and mouth
12. What does to show respect mean?
    a) To act politely and kindly when speaking to others
    b) To speak quickly and never stop for a short break
    c) To stand in line quietly and wait for your turn
13. What is kindness?
    a) Being friendly and good to people in daily life
    b) Being strong and powerful when working very hard
    c) Being fast and busy and moving all of the time
14. What does to know the menu mean?
    a) To write down what people have decided to order
    b) To understand which food and drinks are available
    c) To ask the waiter to bring you the paper list
15. What does to understand the food mean?
    a) To look at the food but never try to taste it
    b) To know what the food is and what it is made of
    c) To eat the food quickly without looking at the plate
16. What does to give a suggestion mean?
    a) To ask the waiter politely to bring you the bill
    b) To order a drink or a meal only for yourself
    c) To tell someone an idea that can help them choose
17. What does to stay organized mean?
    a) To keep everything in order and under good control
    b) To leave your things messy and always very untidy
    c) To ask another person to finish your daily work
18. What does to remember orders mean?
    a) To write a long shopping list for the supermarket
    b) To not forget what guests want to eat or drink
    c) To think about old lessons you had in the past
19. What does to go smoothly mean?
    a) To happen very late at night when people are asleep
    b) To happen only once each year in the long summer
    c) To happen without problems and continue in a good way
20. What does to handle changes mean?
    a) To deal with new or different situations in a good way
    b) To run away fast when things start to get difficult
    c) To throw away things quickly when you do not like them
21. What does to stay calm mean?
    a) To sleep in the middle of the afternoon every day
    b) To speak very fast and loudly without taking a break
    c) To not get angry or worried in a hard moment
22. What does to solve a problem mean?
    a) To find an answer to something that is difficult
    b) To ignore a problem and just walk away quietly
    c) To make a problem bigger and harder than before
23. What does politely mean?
    a) In a nice and respectful way towards other people
    b) In a loud and rude way that can make people angry
    c) In a short and quick way without many long words
24. What does to make sure mean?
    a) To believe something strongly without checking at all
    b) To ask another person to decide the thing for you
    c) To check that something is correct before it is done
25. What does clean mean?
    a) Without dirt and looking fresh and nice everywhere
    b) Very expensive when you buy it in a shop
    c) Full of food and completely ready for someone to eat
26. What does to stay positive mean?
    a) To always think about bad and sad things only
    b) To keep a happy and hopeful attitude every day
    c) To never talk to other people in the workplace
27. What does in conclusion mean?
    a) Used to finish and give the last idea in writing
    b) Used to start a story right from the beginning
    c) Used to say hello when you meet a new person
28. What does to keep the restaurant running smoothly mean?
    a)To bring food only when the guests arrive very late
    b) To close the restaurant completely every day for cleaning
    c) To make sure the restaurant works well without problems
29. What does to stay organized at work mean?
    a) To keep things in order so work is easy to manage
    b) To ask someone else to finish all of your tasks
    c) To leave everything messy and unprepared all day
30. What does to greet guests politely mean?
    a) To ignore the visitors until they ask for help
    b) To welcome visitors with kindness and respect
    c) To just say “hi” without any smile or gesture

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Answers:

1a, 2c, 3b, 4a, 5a, 6c, 7b, 8b, 9a,
10b, 11c, 12a, 13a, 14b, 15b, 16c,
17a, 18b, 19c, 20a, 21c, 22a, 23a,
24c, 25a, 26b, 27a, 28c, 29a, 30b

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_______________________________

Correct answers:

Audio 1-21:

Audio 22-30:

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1. What does successful mean? That means: Doing something well and getting a good result
2. Who is a waitress? That means: A woman who serves food and drinks in a restaurant
3. Who is a waiter? That means: A man who serves food and drinks in a restaurant
4. What is a key to success? That means: Something very important that helps you to do well
5. What are skills? That means: Things you can do well and practice every day
6. What does to talk nicely mean? That means: To speak in a kind and friendly way to people
7. Who is a coworker? That means: A person who works together with you at your job
8. What does to pay attention mean? That means: To look and listen carefully to what is happening
9. What does to listen carefully mean? That means: To hear with focus and think about what is said
10. What does to notice something mean? That means: To see or understand something that is happening now
11. What is a smile? That means: A happy look that appears on your face and mouth
12. What does to show respect mean? That means: To act politely and kindly when speaking to others
13. What is kindness? That means: Being friendly and good to people in daily life
14. What does to know the menu mean? That means: To understand which food and drinks are available
15. What does to understand the food mean? That means: To know what the food is and what it is made of
16. What does to give a suggestion mean? That means: To tell someone an idea that can help them choose
17. What does to stay organized mean? That means: To keep everything in order and under good control
18. What does to remember orders mean? That means: To not forget what guests want to eat or drink
19. What does to go smoothly mean? That means: To happen without problems and continue in a good way
20. What does to handle changes mean? That means: To deal with new or different situations in a good way
21. What does to stay calm mean? That means: To not get angry or worried in a hard moment
    —————————end of audio 1—————
    
    
22. What does to solve a problem mean? That means: To find an answer to something that is difficult
23. What does politely mean? That means: In a nice and respectful way towards other people
24. What does to make sure mean? That means: To check that something is correct before it is done
25. What does clean mean? That means: Without dirt and looking fresh and nice everywhere
26. What does to stay positive mean? That means: To keep a happy and hopeful attitude every day
27. What does in conclusion mean? That means: Used to finish and give the last idea in writing
28. What does to keep the restaurant running smoothly mean? That means: To make sure the restaurant works well without problems
29. What does to stay organized at work mean? That means: To keep things in order so work is easy to manage
30. What does to greet guests politely mean? That means: To welcome visitors with kindness and respect

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

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Match the word/s with the correct definition:

Words:

1. Successful
2. Waitress
3. Waiter
4. Key to success
5. Skills
6. To talk nicely
7. Coworker
8. To pay attention
9. Smile
10. Kindness
11. To know the menu
12. To stay organized
13. To solve a problem
14. Politely
15. Clean
16. To greet guests

Definitions:

a) A person who works together with you at your job
b) To speak in a kind and friendly way to people
c) Without dirt and looking fresh and nice everywhere
d) A woman who serves food and drinks in a restaurant
e) Things you can do well and practice every day
f) A man who serves food and drinks in a restaurant
g) A happy look that appears on your face and mouth
h) Used to make sure everything runs well at work or in a place
i) Being friendly and good to people in daily life
j) Doing something well and getting a good result
k) A very important thing that helps you succeed
l) To look and listen carefully to what is happening
m) In a nice and respectful way towards other people
n) To find an answer to something that is difficult
o) To welcome visitors with kindness and respect
p) To understand what food and drinks are available

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

__________________

Correct answers:

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1. Successful – That means: Doing something well and getting a good result
2. Waitress – That means: A woman who serves food and drinks in a restaurant
3. Waiter – That means: A man who serves food and drinks in a restaurant
4. Key to success – That means: A very important thing that helps you succeed
5. Skills – That means: Things you can do well and practice every day
6. To talk nicely – That means: To speak in a kind and friendly way to people
7. Coworker – That means: A person who works together with you at your job
8. To pay attention – That means: To look and listen carefully to what is happening
9. Smile – That means: A happy look that appears on your face and mouth
10. Kindness – That means: Being friendly and good to people in daily life
11. To know the menu – That means: To understand what food and drinks are available
12. To stay organized – That means: Used to make sure everything runs well at work or in a place
13. To solve a problem – That means: To find an answer to something that is difficult
14. Politely – That means: In a nice and respectful way towards other people
15. Clean – That means: Without dirt and looking fresh and nice everywhere
16. To greet guests – That means: To welcome visitors with kindness and respect

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

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True or false:

1. A waitress works in a restaurant serving food and drinks.
2. Politely means speaking in a loud and rude way.
3. To pay attention means to look and listen carefully to what is happening.
4. To greet guests means ignoring them until they ask for help.
5. Successful means doing something well and getting a good result.
6. To talk nicely means to speak in a kind and friendly way.
7. Clean means full of dirt and very messy.
8. Skills are things you can do well and practice every day.
9. To solve a problem means to find an answer to something that is difficult.
10. Kindness means being unfriendly and ignoring other people.
11. To stay positive means always thinking about bad and sad things only.
12. To stay organized means leaving everything messy and unprepared.
13. A coworker is a person who works together with you at your job.
14. To know the menu means understanding which food and drinks are available.
15. A smile is a happy look that appears on your face and mouth.
16. A key to success is a small tool used to open a locked door.

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_________________

True: 1,3,5,6,8,9,13,14,15
_________________
Full version:

---

1. A waitress works in a restaurant serving food and drinks.
2. Politely means speaking in a loud and rude way. True is: In a nice and respectful way towards other people
3. To pay attention means to look and listen carefully to what is happening.
4. To greet guests means ignoring them until they ask for help. True is: To welcome visitors with kindness and respect
5. Successful means doing something well and getting a good result.
6. To talk nicely means to speak in a kind and friendly way.
7. Clean means full of dirt and very messy. True is: Without dirt and looking fresh and nice everywhere
8. Skills are things you can do well and practice every day.
9. To solve a problem means to find an answer to something that is difficult.
10. Kindness means being unfriendly and ignoring other people. True is: Being friendly and good to people in daily life
11. To stay positive means always thinking about bad and sad things only. True is: To keep a happy and hopeful attitude every day
12. To stay organized means leaving everything messy and unprepared. True is: To keep everything in order and under good control
13. A coworker is a person who works together with you at your job.
14. To know the menu means understanding which food and drinks are available.
15. A smile is a happy look that appears on your face and mouth.
16. A key to success is a small tool used to open a locked door. True is: Something very important that helps you to do well

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

Summary:

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1. **Talks Nicely:** They speak in a friendly and clear way to guests and coworkers.

2. **Pays Attention:** They notice what guests need and make sure they’re happy.

3. **Is Friendly:** They greet guests with a smile and make them feel welcome.

4. **Knows the Menu:** They understand what food and drinks are available and can tell guests about them.

5. **Stays Organized:** They keep track of orders and make sure everything runs smoothly.

6. **Can Handle Changes:** They can deal with busy times or unexpected problems calmly.

7. **Solves Problems:** If something goes wrong, they fix it quickly and politely.

8. **Works Well with Others:** They cooperate with their coworkers to make sure everyone does a good job.

9. **Notices Details:** They make sure everything looks nice and clean for the guests.

10. **Stays Positive:** Even when things are tough, they keep a good attitude and act professionally.

Being a successful waitress means making guests feel happy and well taken care of while keeping everything running smoothly.
####################

Dialogue 1:

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Reception / Door
Hostess: Good evening! Welcome to Sunshine Restaurant.
Guest: Good evening! Thank you.
Hostess: Do you have a reservation?
Guest: Yes, the name is Mr. Smith.
Hostess: Let me check… Ah, yes! We have your table ready. Right this way, please.

Walking to the Table
Hostess: Here is your table by the window. Is this okay for you?
Guest: Oh… I prefer a table a bit more quiet.
Hostess: Of course! I can show you another table near the corner.
Guest: Yes, that’s much better. Thank you.
Hostess: You’re welcome! Here is the menu. Your waiter will come soon.

At the Table / Ordering Drinks and Food
Waiter: Good evening! My name is John, I will take care of you today. Can I start you with something to drink?
Guest: Yes, a glass of water, please.
Waiter: Of course. Here is our menu. We have soups, salads, pasta, fish, chicken, and vegetarian dishes.
Guest: Thank you.
Waiter: Also, our specials today are grilled chicken and fish soup. The chicken comes with a choice of side dishes: vegetables, rice, or potatoes.
Guest: I will have the grilled chicken with vegetables, please.
Waiter: Very good. Would you like any sauce with it?
Guest: Yes, a little sauce, please.
Waiter: Perfect. I will bring it soon.

During the Meal
Waiter: How is your food?
Guest: It is okay, but a little cold.
Waiter: I’m very sorry! I will bring a fresh plate right away.
Guest: Thank you, I appreciate it.
Waiter: Here is your new plate. I hope you enjoy it now.
Guest: Yes, much better!

After the Meal / Dessert and Coffee
Waiter: Would you like to see our dessert menu?
Guest: Yes, please.
Waiter: We have chocolate cake, ice cream, and fruit salad.
Guest: I will have the chocolate cake and a coffee, please.
Waiter: Excellent choice! I will bring it soon.
Guest: Thank you.

———————–end of audio—————

After Dessert / Paying
Waiter: How was the dessert and coffee?
Guest: Very good, thank you.
Waiter: Would you like the bill?
Guest: Yes, please.
Waiter: Here you are. You can pay by cash or card.
Guest: I will pay by card, please.
Waiter: Of course. Here is the card reader. Please insert your card.
Guest: Done.
Waiter: Thank you. Your payment is successful.
Guest: Thank you very much.
Waiter: You’re welcome.

Leaving the Restaurant
Hostess: Thank you for visiting Sunshine Restaurant. Have a good evening!
Guest: Thank you! Goodbye!
Hostess: Goodbye!

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

Dialogue 2:

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Reception / Door
Hostess: Good evening! Welcome to Ocean View Restaurant.
Guest: Good evening! Thank you.
Hostess: Do you have a reservation?
Guest: Yes, under Ms. Taylor.
Hostess: Let me check… Yes! Your table by the window is ready. Please follow me.
Guest: Thank you! This table is perfect.

At the Table / Drinks and Menu
Waiter: Good evening! My name is Marco. Can I start you with something to drink?
Guest: Yes, a glass of water, please.
Waiter: Of course. Here is our menu. We have soups, salads, pasta, chicken, fish, and vegetarian dishes.
Guest: Thank you.
Waiter: Today’s specials are grilled salmon or roasted chicken with potatoes. Would you like to try one?
Guest: I don’t eat meat or fish. Can you recommend something vegetarian or vegan?
Waiter: Certainly! We have vegetable pasta, vegetarian risotto, vegan stir-fried vegetables with rice, or a mixed salad with beans. All dishes can be made lactose-free if you want.
Guest: That’s great! I’ll take the vegan stir-fried vegetables with rice, please.

During the Meal
Waiter: How is your meal?
Guest: It’s very good, thank you. Could I have a little extra sauce on the side?
Waiter: Absolutely! I’ll bring it right away.

Dessert / Alternatives
Waiter: Would you like to see the dessert menu?
Guest: I saw the desserts, but I don’t like them. Do you have vegan or lactose-free options?
Waiter: Yes! We can make a fresh fruit plate, vegan chocolate mousse, or a lactose-free sorbet.
Guest: I’ll try the vegan chocolate mousse and a coffee with lactose-free milk, please.
Waiter: Perfect! I’ll bring it soon.

After Dessert / Paying
Waiter: How was the dessert and coffee?
Guest: Delicious! Thank you.
Waiter: Would you like the bill now?
Guest: Yes, please.
Waiter: You can pay by cash or card.
Guest: I will pay by card, please.
Waiter: Thank you! Your payment is complete.
Guest: Thank you very much.

———————-end of audio—————–

Thanking for Tipping
Waiter: Thank you also for the tip! We really appreciate it.
Guest: You’re welcome! Thank you for the excellent service.

Leaving the Restaurant
Hostess: Thank you for visiting Ocean View Restaurant. Have a nice evening!
Guest: Thank you! Goodbye!
Hostess: Goodbye!

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