• Take Care of Yourself (Very Important)
  

Hospitality work is tiring. Every day you help guests, solve problems, and stay friendly. This is good work, but it can make you very tired. That is why you must take care of yourself, not only of guests.

First, ask yourself: When am I most tired? Maybe you feel tired after long shifts, many questions, or angry guests. When you know this, you can protect your energy. Then ask: What limits do I need? Limits are not bad. Limits help you stay calm and professional.

Many hospitality workers give guests kindness, patience, and time. Ask yourself: Do I give this to myself too? You also need rest, calm, and respect.

Simple actions can help a lot. Choose one fixed time every week with no guests. This can be one evening or one morning. Use this time to rest, sleep, or be quiet. Also choose one activity that is not about work, like walking, reading, or meeting friends.

Finally, practice saying: “I will check and tell you later.” You do not need to solve everything immediately. This sentence gives you time and reduces stress.

When you take care of yourself, you can give better service to guests.

_________________

Vocabulary:

• to be tiring: to make you feel tired
• to stay friendly: to be kind and nice to people
• to be tired: to need rest
• to take care of oneself: to do things to stay healthy and feel good
• a shift: the time you work, for example morning or evening
• to be angry: to feel mad or upset
• to protect one’s energy: to not use all your strength
• a limit: a rule for what you can do and what you cannot do
• to stay calm: to feel quiet and not angry
• kindness: being nice and helpful
• patience: waiting calmly without getting angry
• a fixed time: a time that is always the same
• to rest: to stop working and relax
• to choose an activity immediately: to pick something to do right now
• to reduce stress: to feel less worry and pressure

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

Match the Word with the Definition

Words

1. to be tired
2. kindness
3. a shift
4. to rest
5. to be angry
6. a fixed time
7. to stay calm
8. to be tiring
9. patience
10. to take care of oneself
11. a limit
12. to reduce stress
13. to stay friendly
14. to protect one’s energy

---

Definitions:

A. a rule for what you can do and what you cannot do
B. to feel quiet and not angry
C. to stop working and relax
D. to feel mad or upset
E. to make you feel tired
F. being nice and helpful
G. to do things to stay healthy and feel good
H. to be kind and nice to people
I. to feel less worry and pressure
J. the time you work, for example morning or evening
K. to need rest
L. waiting calmly without getting angry
M. a time that is always the same
N. to not use all your strength

---

_____________________

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

_____________________

Correct answers:

1. to be tired – to need rest
2. kindness – being nice and helpful
3. a shift – the time you work, for example morning or evening
4. to rest – to stop working and relax
5. to be angry – to feel mad or upset
6. a fixed time – a time that is always the same
7. to stay calm – to feel quiet and not angry
8. to be tiring – to make you feel tired
9. patience – waiting calmly without getting angry
10. to take care of oneself – to do things to stay healthy and feel good
11. a limit – a rule for what you can do and what you cannot do
12. to reduce stress – to feel less worry and pressure
13. to stay friendly – to be kind and nice to people
14. to protect one’s energy – to not use all your strength

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

True or false:

1. Kindness means being nice and helpful to people.
2. A shift is a place where you sleep at work.
3. To rest means to stop working and relax.
4. To be angry means to feel happy and excited.
5. A fixed time is a time that is always the same.
6. To stay calm means to shout at people.
7. To be tired means you need rest.
8. Patience means waiting calmly.
9. To reduce stress means to feel more pressure.
10. To stay friendly means to be rude to guests.
11. A limit is a rule for what you can do.
12. To be tiring means something gives you energy.
13. To take care of oneself means to stay healthy and feel good.

---

__________________

Answers:

1 T, 2 F, 3 T, 4 F, 5 T, 6 F, 7 T,
8 T, 9 F, 10 F, 11 T, 12 F, 13 T
__________________

Correct version:

Kindness means being nice and helpful to people.

A shift is a place where you sleep at work. True is: A shift is the time you work, for example morning or evening.

To rest means to stop working and relax.

To be angry means to feel happy and excited. True is: To be angry means to feel mad or upset.

A fixed time is a time that is always the same.

To stay calm means to shout at people. True is: To stay calm means to feel quiet and not angry.

To be tired means you need rest.

Patience means waiting calmly.

To reduce stress means to feel more pressure. True is: To reduce stress means to feel less worry and pressure.

To stay friendly means to be rude to guests. True is: To stay friendly means to be kind and nice to people.

A limit is a rule for what you can do.

To be tiring means something gives you energy. True is: To be tiring means to make you feel tired.

To take care of oneself means to stay healthy and feel good.

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

Answer:

1. What kind of work is tiring?
2. Who do you help every day in hospitality?
3. What should you ask yourself about tiredness?
4. What is a simple action to protect energy?
5. How often should you have time with no guests?
6. Name one activity not about work.
7. What sentence can help you delay an answer to guests?
8. Why is it important to take care of yourself?
9. What should you do when you feel very tired?
10. Name one thing you give to guests but must give to yourself too.

____________________

Possible answers:

1. Hospitality work

2. Guests

3. When am I most tired?

4. Protect energy / set limits

5. One fixed time each week

6. Walking / reading / meeting friends

7. “I will check and tell you later.”

8. To give better service to guests

9. Rest / take a break

10. Kindness / patience / time

___________________

Answers in full sentences:

1. What kind of work is tiring?
   • Hospitality work is tiring.
2. Who do you help every day in hospitality?
   • I help guests every day.
3. What should you ask yourself about tiredness?
   • I should ask myself when I am tired.
4. What is a simple action to protect energy?
   • A simple action is to have one fixed time without guests.
5. How often should you have time with no guests?
   • I should have time with no guests once a week.
6. Name one activity not about work.
   • I can walk, read, or meet friends.
7. What sentence can help you delay an answer to guests?
   • I can say, “I will check and tell you later.”
8. Why is it important to take care of yourself?
   • It is important to take care of myself to help guests better.
9. What should you do when you feel very tired?
   • I should rest and stop working.
10. Name one thing you give to guests but must give to yourself too.
    • I must give myself kindness and patience.

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

Fill in, words below:

every week – tired – help – protect – limits –
solve – myself – stay calm – guests –
day of work – activity –
sentence – service.

1. Hospitality work is very tiring because I __________many guests every day.
2. I ________ problems and answer questions from guests.
3. I must always stay friendly and calm with all __________.
4. Sometimes I feel very tired after a long __________.
5. I should ask myself when I am most__________ and why.
6. I need to know my __________ to protect my energy.
7. I give guests kindness, patience, and good __________.
8. I must give __________ kindness, patience, and rest too.
9. One simple action is to have one fixed time __________ without guests.
10. I can choose one __________ that is not about work, like walking or reading.
11. I can use the __________, “I will check and tell you later,” to avoid stress.
12. Taking care of myself helps me __________ and do my job better.
13. When I rest and __________ my energy, I can give better service to guests.

—————————

Correct version:

1. Hospitality work is very tiring because I help many guests every day.
2. I solve problems and answer questions from guests.
3. I must always stay friendly and calm with all guests.
4. Sometimes I feel very tired after a long day of work.
5. I should ask myself when I am most tired and why.
6. I need to know my limits to protect my energy.
7. I give guests kindness, patience, and good service.
8. I must give myself kindness, patience, and rest too.
9. One simple action is to have one fixed time every week without guests.
10. I can choose one activity that is not about work, like walking or reading.
11. I can use the sentence, “I will check and tell you later,” to avoid stress.
12. Taking care of myself helps me stay calm and do my job better.
13. When I rest and protect my energy, I can give better service to guests.

• Set Personal Goals (Clear and Simple)

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Setting personal goals is very important. Goals help you know what to do and give you motivation. But not all goals are helpful. Avoid goals that are too general, like “be better at hospitality” or “grow professionally.” These goals are hard to measure, and you may not know if you are improving.

It is better to choose goals that are clear and simple. Clear goals show exactly what you want to do. For example, you can set a goal to be the main person for guest problems, to be known for great service, or to learn one important skill like pricing, marketing, or design. Another good goal is to earn more money by using your skills better. These goals are specific, easy to understand, and possible to achieve.

It is also important to focus on only three goals at a time. Too many goals can be confusing and difficult. Clear goals help you plan your actions and see your progress. When you reach them, you feel proud and motivated to continue improving. Simple, specific goals are always better than vague or general goals.

---

_________________

Vocabulary:

• to set a goal – to decide what you want to do or achieve
• to give motivation – to make someone want to do something
• to avoid – to stay away from something or not do it
• to measure a goal – to check how much you have done or improved
• to improve – to get better at something
• to choose a goal – to pick a goal you want to do
• a skill – something you can do well
• design – a plan or way to make something look or work
• to earn money – to get money by working
• to achieve – to finish or succeed in doing something
• to focus – to pay full attention to something
• to be confusing – to make it hard to understand
• to progress – to move forward or get better
• to feel proud – to feel happy about what you did
• to feel motivated – to feel ready and want to do something
• a vague goal – a goal that is not clear or specific

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

---

Match the word to its definition:

1. to set a goal
2. to improve
3. a skill
4. to earn money
5. to focus
6. to avoid
7. to feel proud
8. to progress
9. to achieve
10. a vague goal
11. to give motivation
12. to measure a goal
13. design
14. to feel motivated
15. to choose a goal
16. to be confusing

Definitions:

a. to check how much you have done or improved
b. to make someone want to do something
c. a goal that is not clear or specific
d. something you can do well
e. to stay away from something or not do it
f. to pay full attention to something
g. a plan or way to make something look or work
h. to feel happy about what you did
i. to move forward or get better
j. to finish or succeed in doing something
k. to decide what you want to do or achieve
l. to get money by working
m. to feel ready and want to do something
n. to get better at something
o. to pick a goal you want to do
p. to make it hard to understand

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

__________________

Correct version:

1. to set a goal – to decide what you want to do or achieve
2. to improve – to get better at something
3. a skill – something you can do well
4. to earn money – to get money by working
5. to focus – to pay full attention to something
6. to avoid – to stay away from something or not do it
7. to feel proud – to feel happy about what you did
8. to progress – to move forward or get better
9. to achieve – to finish or succeed in doing something
10. a vague goal – a goal that is not clear or specific
11. to give motivation – to make someone want to do something
12. to measure a goal – to check how much you have done or improved
13. design – a plan or way to make something look or work
14. to feel motivated – to feel ready and want to do something
15. to choose a goal – to pick a goal you want to do
16. to be confusing – to make it hard to understand

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

Fill in, words below:

goals – at a time – setting – design – general –
vague – motivation – service – measure –
progress – main – money –
do

1. __________ personal goals is very important.
2. Goals help you know what to __________.
3. Goals give you ___________.
4. Avoid goals that are too __________.
5. Vague goals are hard to __________.
6. Choose __________ that are clear and simple.
7. For example, be the __________ person for guest problems.
8. Another goal can be to be known for great __________.
9. You can also learn one important skill like pricing or __________.
10. Another goal is to earn more __________ by using your skills better.
11. Focus on only three goals __________.
12. Clear goals help you see your __________.
13. Simple and specific goals are better than __________ goals.

——————————-

Correct version:

1. Setting personal goals is very important.
2. Goals help you know what to do.
3. Goals give you motivation.
4. Avoid goals that are too general.
5. Vague goals are hard to measure.
6. Choose goals that are clear and simple.
7. For example, be the main person for guest problems.
8. Another goal can be to be known for great service.
9. You can also learn one important skill like pricing or design.
10. Another goal is to earn more money by using your skills better.
11. Focus on only three goals at a time.
12. Clear goals help you see your progress.
13. Simple and specific goals are better than vague goals.

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

True or false:

1. Vague goals are easy to measure.
2. Setting personal goals is very important.
3. You should focus on many goals at the same time.
4. Clear goals help you see your progress.
5. Goals give you motivation.
6. “Be better at hospitality” is a clear goal.
7. You can learn one important skill like pricing or design.
8. Avoid goals that are too general.
9. Focus only on three goals at a time.
10. Simple and specific goals are better than vague goals.
11. Goals do not help you know what to do.
12. You can be known for great service as a goal.
13. Goals should always be vague to allow freedom.
14. Earning more money by using your skills better is a good goal.
15. Clear goals are not important.

_______________

Answers:
1-F, 2-T, 3-F, 4-T, 5-T, 6-F,
7-T, 8-T, 9-T, 10-T, 11-F,
12-T, 13-F, 14-T, 15-F
_______________

Correct version:

1. Vague goals are easy to measure. True is: Vague goals are hard to measure.
2. Setting personal goals is very important.
3. You should focus on many goals at the same time. True is: You should focus on only three goals at a time.
4. Clear goals help you see your progress.
5. Goals give you motivation.
6. “Be better at hospitality” is a clear goal. True is: “Be better at hospitality” is a vague goal.
7. You can learn one important skill like pricing or design.
8. Avoid goals that are too general.
9. Focus only on three goals at a time.
10. Simple and specific goals are better than vague goals.
11. Goals do not help you know what to do. True is: Goals help you know what to do.
12. You can be known for great service as a goal.
13. Goals should always be vague to allow freedom. True is: Goals should be clear and specific.
14. Earning more money by using your skills better is a good goal.
15. Clear goals are not important. True is: Clear goals are important.

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

Answer these questions:

1. Why is it important to set personal goals?
2. Give one example of a vague goal.
3. Give one example of a clear goal.
4. How many goals should you focus on at the same time?
5. Name one skill you could learn as a goal.
6. What does a clear goal help you see?
7. What should you avoid when choosing a goal?
8. How can goals give you motivation?
9. Why are simple and specific goals better than vague goals?
10. Give one example of a goal related to earning money.

__________________

Possible answers:

1. Why is it important to set personal goals? – They help you know what to do.
2. Give one example of a vague goal. – “Be better at hospitality.”
3. Give one example of a clear goal. – “Be the main person for guest problems.”
4. How many goals should you focus on at the same time? – Three goals.
5. Name one skill you could learn as a goal. – Pricing (or marketing, design).
6. What does a clear goal help you see? – Your progress.
7. What should you avoid when choosing a goal? – Goals that are too general.
8. How can goals give you motivation? – They make you want to work and improve.
9. Why are simple and specific goals better than vague goals? – Because you can understand them and achieve them.
10. Give one example of a goal related to earning money. – Earn more money by using your skills better.

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

• Analyze: Your Personal Direction

At the start of the new year, I think about my personal direction in hospitality. I ask myself what kind of tourism worker I am becoming. I believe I am becoming a relationship builder and a problem solver. I like to help people and make them feel welcome. When guests are tired or stressed, I try to stay calm and friendly.

My best skill is good talking. I can listen to guests and speak in a clear and simple way. I am patient and polite. Many guests need support when they travel. They may feel confused, worried, or lost. They need someone who can explain things and help them feel better.

My best skill plus what guests need is my focus.
Good talking plus stressed guests equals guest support expert.

As a guest support expert, I want to help guests enjoy their trip. I can answer questions, give information, and solve small problems. I can help guests check in, find places, or understand schedules. When guests feel supported, they are happier and more relaxed.

In the future, I want to work in a hotel or tourism office. I want to build good relationships with guests and coworkers. This direction is good for me and for the guests.

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

Vocabulary:

• personal direction: what you want to do in your life or job
• relationship builder: a person who makes good connections with people
• problem solver: a person who helps fix problems
• to be tired: to need rest
• to stay calm: to feel quiet and not angry
• to be friendly: to be kind and nice to people
• a skill: something you can do well
• to be patient: to wait calmly
• to support: to help someone
• to feel confused: to not understand something
• to be worried: to feel afraid or nervous
• to explain something: to tell how something works
• a focus: the main thing you work on
• a guest support expert: a person who helps guests
• to enjoy: to like something
• a schedule: a plan of times
• to feel supported: to feel helped
• to be relaxed: to feel calm and comfortable
• a relationship: how people know and feel about each other

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

Match the words (1–18) with the meanings (A–R).

Words:

1. personal direction
2. relationship builder
3. problem solver
4. to be tired
5. to stay calm
6. to be friendly
7. a skill
8. to be patient
9. to support
10. to feel confused
11. to be worried
12. to explain something
13. a focus
14. a guest support expert
15. to enjoy
16. a schedule
17. to feel supported
18. a relationship

Meanings:
A. to like something
B. to feel afraid or nervous
C. to feel helped
D. something you can do well
E. a plan of times
F. to wait calmly
G. a person who helps fix problems
H. what you want to do in your life or job
I. to not understand something
J. to feel calm and not angry
K. a person who makes good connections with people
L. how people know and feel about each other
M. to need rest
N. to be kind and nice to people
O. to tell how something works
P. the main thing you work on
Q. a person who helps guests
R. to help someone

_____________________

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

_____________________

Correct version:

personal direction – what you want to do in your life or job

relationship builder – a person who makes good connections with people

problem solver – a person who helps fix problems

to be tired – to need rest

to stay calm – to feel calm and not angry

to be friendly – to be kind and nice to people

a skill – something you can do well

to be patient – to wait calmly

to support – to help someone

to feel confused – to not understand something

to be worried – to feel afraid or nervous

to explain something – to tell how something works

a focus – the main thing you work on

a guest support expert – a person who helps guests

to enjoy – to like something

a schedule – a plan of times

to feel supported – to feel helped

a relationship – how people know and feel about each other

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

True or false:

1. A personal direction is what you want to do in your life or job.
2. A schedule is a person who helps guests.
3. A guest support expert helps guests feel calm and happy.
4. To be tired means to feel excited.
5. A relationship builder makes good connections with people.
6. To explain something means to hide information.
7. In hospitality, good talking can help stressed guests.
8. To feel confused means to understand everything clearly.
9. A skill is something you can do well.
10. To stay calm means to be angry and loud.
11. A guest support expert never talks to guests.
12. To be friendly means to be kind and nice to people.
13. A focus is the main thing you work on.
14. To feel supported means to feel helped.
15. To be patient means to get angry quickly.

_______________________

Answers.

1-T, 2-F, 3-T, 4-F, 5-T, 6-F,
7-T, 8-F, 9-T, 10-F, 11-F,
12-T, 13-T, 14-T, 15-F
_______________________

Correct version:

1. A personal direction is what you want to do in your life or job.
2. A schedule is a person who helps guests. True is: A schedule is a plan of times.
3. A guest support expert helps guests feel calm and happy.
4. To be tired means to feel excited. True is: To be tired means to need rest.
5. A relationship builder makes good connections with people.
6. To explain something means to hide information. True is: To explain something means to tell how something works.
7. In hospitality, good talking can help stressed guests.
8. To feel confused means to understand everything clearly. True is: To feel confused means to not understand something.
9. A skill is something you can do well.
10. To stay calm means to be angry and loud. True is: To stay calm means to feel quiet and not angry.
11. A guest support expert never talks to guests. True is: A guest support expert helps guests.
12. To be friendly means to be kind and nice to people.
13. A focus is the main thing you work on.
14. To feel supported means to feel helped.
15. To be patient means to get angry quickly. True is: To be patient means to wait calmly.

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

Fill in, words below:

helper – hotel – relationship – direction – supported –
staff – local – focus – storyteller –
problems – relaxed –
plus – building

1. At the start of the new year, you can think about your personal __________ in hospitality.
2. A tourism worker can be a problem solver, __________, organizer, or relationship builder.
3. My best skill plus what guests need equals my __________.
4. Good talking __________ stressed guests equals guest support expert.
5. Local knowledge plus small groups equals__________ experience guide.
6. Good organization plus busy places equals operations __________.
7. A guest support expert helps guests feel ____________.
8. Guests feel more __________ when they get support.
9. In the future, a tourism worker can work in a __________ or travel office.
10. __________ good relationships with guests is important.
11. A __________ builder enjoys helping people feel welcome.
12. Problem solvers help guests with questions and small __________.
13. Guests enjoy their trip more when __________help them.

_____________________

Correct version:

1. At the start of the new year, you can think about your personal direction in hospitality.
2. A tourism worker can be a problem solver, storyteller, organizer, or relationship builder.
3. My best skill plus what guests need equals my focus.
4. Good talking plus stressed guests equals guest support expert.
5. Local knowledge plus small groups equals local experience guide.
6. Good organization plus busy places equals operations helper.
7. A guest support expert helps guests feel supported.
8. Guests feel more relaxed when they get support.
9. In the future, a tourism worker can work in a hotel or travel office.
10. Building good relationships with guests is important.
11. A relationship builder enjoys helping people feel welcome.
12. Problem solvers help guests with questions and small problems.
13. Guests enjoy their trip more when staff help them.

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

Multiple choice, one answer correct:

---

1. What should you think about at the start of the new year in hospitality?
   A. Your job plan
   B. Your favorite food
   C. The weather outside
2. Which role can a tourism worker have?
   A. Driver
   B. Problem solver
   C. Teacher
3. What equals your focus?
   A. My best skill + what guests need
   B. Doing everything at random
   C. Sleeping all the time
4. Good talking plus stressed guests makes you a:
   A. Cleaner
   B. Guest support expert
   C. Driver
5. Local knowledge plus small groups makes you a:
   A. Factory worker
   B. Chef
   C. Local experience guide
6. Good organization plus busy places makes you a:
   A. Operations helper
   B. Singer
   C. Painter
7. What does a guest support expert do?
   A. Ignores guests
   B. Helps guests
   C. Counts money
8. Why do guests feel more relaxed?
   A. Rooms are empty
   B. Staff help them
   C. They wait alone
9. Where can a tourism worker work in the future?
   A. Hotel or travel office
   B. Only in a park
   C. Only in a school
10. What is important for a relationship builder?
    A. Sleeping
    B. Helping guests
    C. Ignoring guests
11. What do problem solvers do?
    A. Only clean rooms
    B. Help guests
    C. Only take photos
12. When do guests enjoy their trip more?
    A. When staff talk only to each other
    B. When staff are absent
    C. When staff help them

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______________________

Correct answers:
1-A, 2-B, 3-A, 4-B, 5-C,
6-A, 7-B, 8-B, 9-A,
10-B, 11-B, 12-C
______________________

1. What should you think about at the start of the new year in hospitality? – Your job plan
2. Which role can a tourism worker have? – Problem solver
3. What equals your focus? – My best skill + what guests need
4. Good talking plus stressed guests makes you a: – Guest support expert
5. Local knowledge plus small groups makes you a: – Local experience guide
6. Good organization plus busy places makes you a: – Operations helper
7. What does a guest support expert do? – Helps guests
8. Why do guests feel more relaxed? – Staff help them
9. Where can a tourism worker work in the future? – Hotel or travel office
10. What is important for a relationship builder? – Helping guests
11. What do problem solvers do? – Help guests
12. When do guests enjoy their trip more? – When staff help them

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

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Complete the sentences with words from the text:

1. Good talking + stressed guests → ________
2. Good talking + stressed guests → ________
3. Local knowledge + small groups → ________
4. Local knowledge + small groups → ________
5. Good organization + busy places → ________
6. Good organization + busy places → ________
7. My best skill + what guests need → ________
8. My best skill + what guests need → ________

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————————————–

Correct answers:

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1. Good talking + stressed guests → Guest support expert
2. Good talking + stressed guests → Helps guests feel supported
3. Local knowledge + small groups → Local experience guide
4. Local knowledge + small groups → Provides local experiences
5. Good organization + busy places → Operations helper
6. Good organization + busy places → Helps with busy places
7. My best skill + what guests need → My focus
8. My best skill + what guests need → Guest support expert

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

• Look Back: Your Year at Work (Tourism & Hospitality)

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Looking back at my year in tourism and hospitality helps me understand myself better. I do not only think about how the business does. I ask about what I do. I work with guests, help with marketing, and sometimes lead others. I help most when I answer guest questions, solve problems, and give useful tips. Sometimes I feel too tired or bored. I make three lists: things I do well, things I do not do, and things that make me very tired. This helps me see my strengths and my challenges.

I also think about how I work with guests. Guests are happy with me when I talk clearly, solve problems, give local tips, and am kind and calm. Many guests thank me for these things again and again. This shows my natural strengths in hospitality and what makes me a good helper for guests.

I look at my skills and gaps honestly. I use some skills every day, but some situations are hard, like angry guests, talking about prices, using computers or systems, or selling extras. By thinking about these, I see what I need to learn next.

Looking back this way helps me know my strengths, my challenges, and what I want to do better this year. It is a simple way to grow and improve in my job.

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

Vocabulary:

• to lead others – to guide or help people in work
• to solve problems – to fix something that is wrong
• to give tips – to share helpful advice
• to be bored – to feel not interested
• a strength – something you do very well
• a challenge – something that is hard to do
• to be kind – to be friendly and helpful
• to be calm – to feel relaxed, not angry
• a skill – something you can do well
• a gap – something you do not know or cannot do
• to be honest – to tell the truth
• to grow in a job – to get better at your work
• to improve in a job – to make your work better

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

Match the word with the correct meaning

Words

1. to lead others
2. to solve problems
3. to give tips
4. to be bored
5. a strength
6. a challenge
7. to be kind
8. to be calm
9. a skill
10. a gap
11. to be honest
12. to grow in a job
13. to improve in a job

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Meanings:

A. to fix something that is wrong
B. something you do very well
C. to tell the truth
D. to get better at your work
E. something that is hard to do
F. to feel relaxed, not angry
G. to be friendly and helpful
H. to feel not interested
I. something you can do well
J. to share helpful advice
K. to guide or help people in work
L. something you do not know or cannot do
M. to make your work better

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___________________

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

___________________

Correct answers:

1. to lead others – to guide or help people in work
2. to solve problems – to fix something that is wrong
3. to give tips – to share helpful advice
4. to be bored – to feel not interested
5. a strength – something you do very well
6. a challenge – something that is hard to do
7. to be kind – to be friendly and helpful
8. to be calm – to feel relaxed, not angry
9. a skill – something you can do well
10. a gap – something you do not know or cannot do
11. to be honest – to tell the truth
12. to grow in a job – to get better at your work
13. to improve in a job – to make your work better

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

True or false:

1. You use your skills every day.
2. Guests thank you only when you solve problems.
3. Being kind and calm makes guests happy.
4. You never solve problems for guests.
5. Giving tips to guests is helpful.
6. Being tired is the same as being calm.
7. You always lead others at work.
8. Looking back helps you understand your strengths.
9. You write lists of things you do well.
10. Thinking about challenges helps you learn next.
11. Guests like it when you are angry.
12. You feel bored when you do not feel interested.
13. You improve your job by making your work better.
14. A gap is something you do very well.
15. You only think about the business, not yourself.

________________________

True: 1,3,5,8,9,10,12,13
________________________

Correct answers:

1. You use your skills every day.
2. Guests thank you only when you solve problems. – True is: Guests thank you when you help and solve problems.
3. Being kind and calm makes guests happy.
4. You never solve problems for guests. – True is: You solve problems for guests.
5. Giving tips to guests is helpful.
6. Being tired is the same as being calm. – True is: Being tired is not the same as being calm.
7. You always lead others at work. – True is: You sometimes lead others at work.
8. Looking back helps you understand your strengths.
9. You write lists of things you do well.
10. Thinking about challenges helps you learn next.
11. Guests like it when you are angry. – True is: Guests like it when you are kind and calm.
12. You feel bored when you do not feel interested.
13. You improve your job by making your work better.
14. A gap is something you do very well. – True is: A gap is something you do not know or cannot do.
15. You only think about the business, not yourself. – True is: You think about yourself and the business.

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

Fill in, words below:

skills – understand – knowing – helped – problems –
goals – business – hospitality – tired – l
eadership – guests –
shows – guests

1. Looking back at your year helps you __________ your work.
2. You do not only think about how the __________ did.
3. You ask yourself what you did in daily work, guests, marketing, or __________.
4. You think about where you __________ the most last year.
5. You write three lists: things you did well, things you avoided, and things that made you __________.
6. Guests give compliments for clear talking, solving __________, local tips, and being kind.
7. Thinking about your work __________ your personal hospitality strength.
8. You look at what __________ you used every day and what was hard for you.
9. Angry __________, talking about prices, and using computers can be hard.
10. You find your personal niche by combining your best skill with what __________ need.
11. Personal __________ should be clear and about your career.
12. Taking care of yourself is important because __________ work can be tiring.
13. Giving better guest experiences starts by __________ yourself.

————————————–

Correct version:

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1. Looking back at your year helps you understand your work.
2. You do not only think about how the business did.
3. You ask yourself what you did in daily work, guests, marketing, or leadership.
4. You think about where you helped the most last year.
5. You write three lists: things you did well, things you avoided, and things that made you tired.
6. You notice when guests respond best to you.
7. Guests give compliments for clear talking, solving problems, local tips, and being kind.
8. Thinking about your work shows your personal hospitality strength.
9. You look at what skills you used every day and what was hard for you.
10. Angry guests, talking about prices, and using computers can be hard.
11. This reflection helps you plan what to learn next year.
12. You find your personal niche by combining your best skill with what guests need.
13. Personal goals should be clear and about your career.
14. Taking care of yourself is important because hospitality work can be tiring.
15. Giving better guest experiences starts by knowing yourself.

---

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

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Multiple choice, one answer correct:

1. Looking back at your year helps you:
   a) understand yourself better
   b) check only the business
   c) forget about guests
2. You write lists of:
   a) things you do not do
   b) things you did well
   c) things you do every day
3. Guests are happy when you are:
   a) kind and calm
   b) angry and rude
   c) tired and slow
4. Compliments from guests can be for:
   a) sleeping at work
   b) clear talking and tips
   c) ignoring guests
5. You notice what skills you:
   a) use every day
   b) sometimes avoid
   c) do not know
6. A gap is:
   a) something you know well
   b) something you do not know
   c) a place for guests
7. Thinking about challenges helps you:
   a) plan what to learn
   b) avoid all work
   c) ignore guests
8. You find your personal niche by:
   a) using your best skill
   b) copying other workers
   c) doing nothing new
9. Personal goals should be:
   a) secret and hidden
   b) clear and career-focused
   c) very long or hard
10. Taking care of yourself is important because:
    a) hospitality work can be tiring
    b) work is always easy
    c) you dislike guests
11. You give tips to guests to:
    a) confuse them
    b) make them bored
    c) help them
12. You improve your job by:
    a) avoiding your tasks
    b) doing nothing
    c) making your work better

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______________________

Answers:

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

Correct answers:

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1. Looking back at your year helps you understand yourself better.
2. You write lists of things you did well.
3. Guests are happy when you are kind and calm.
4. Compliments from guests can be for clear talking and tips.
5. You notice what skills you use every day.
6. A gap is something you do not know.
7. Thinking about challenges helps you plan what to learn.
8. You find your personal niche by doing nothing new.
9. Personal goals should be clear and career-focused.
10. Taking care of yourself is important because hospitality work can be tiring.
11. You give tips to guests to help them.
12. You improve your job by making your work better.

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

SUMMARY:

1. Look Back at My Year

• Think about your work, not just the business.
• Ask yourself:
  • What I do: work with guests, marketing, leading others
  • Where I help most: answering questions, solving problems, giving tips
  • When I feel tired or bored
• Make three lists:
  1. Things I do well
  2. Things I do not do
  3. Things that make me very tired
• Helps you see your strengths and challenges

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2. Guest Interaction

• Guests are happy when you:
  • Talk clearly
  • Solve problems
  • Give local tips
  • Are kind and calm
• Repeated compliments show your natural strengths and why you are a good helper for guests

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3. Skills and Gaps

• Be honest about your skills:
  • Skills you use every day
  • Situations that are hard: angry guests, talking about prices, using computers or systems, selling extras
• Helps you see what to learn next

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4. Growth and Improvement

• Reflecting this way helps you:
  • Know your strengths
  • Understand your challenges
  • Decide what to improve this year
• Simple way to grow in your job

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_________________________

🔑 Key Vocabulary

• Strengths – things you do well
• Challenges / gaps – things that are difficult
• Guest interaction – working with guests
• Solve problems – help fix issues
• Local tips – advice about the area
• Kind and calm – polite and relaxed behavior
• Reflection / look back – thinking about past work to improve

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• A simple guide for one person working in tourism to look back, set goals, and grow step by step.

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1. Look Back: Your Year at Work (Tourism & Hospitality)

Do not ask only: “How was the business?”
Ask about yourself.

A. Your Job and Your Impact

Ask yourself:

• What did I do last year?
  (daily work, guests, marketing, leading others)
• Where did I help the most?
• When did I feel too tired or bored?

✍️ Write 3 short lists:

• Things I did well
• Things I did not do
• Things that made me very tired

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B. Guest Interaction Reflection

Ask yourself:

• When did guests react best to me?
• What did guests thank me for many times?
  • Clear talking?
  • Solving problems?
  • Local tips?
  • Being kind and calm?

👉 This shows what you are naturally good at in hospitality.

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C. Skills and Gaps

Be honest:

• What skills did I use every day?
• What situations were hard for me?
  • Angry guests?
  • Talking about prices?
  • Using computers or systems?
  • Selling or offering extras?

This helps you see what to learn next.

More at => click

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2. Analyze: Your Personal Direction

Ask yourself:

• What kind of tourism worker am I becoming?
  • Problem solver?
  • Storyteller?
  • Organizer?
  • Relationship builder?

Now finish this sentence:

My best skill + what guests need = my focus

Examples:

• Good talking + stressed guests → Guest support expert
• Local knowledge + small groups → Local experience guide
• Good organization + busy places → Operations helper

More at => click

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3. Set Personal Goals (Clear and Simple)

Avoid goals like:
❌ “Be better at hospitality”
❌ “Grow professionally”

Choose clear goals like:

• Be the main person for guest problems
• Be known for great service
• Learn one important skill (pricing, marketing, design)
• Earn more money by using my skills better

Choose only 3 goals.

More at => click

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4. Take Care of Yourself (Very Important)

Hospitality work is tiring.

Ask:

• When am I most tired?
• What limits do I need?
• What do I give guests that I don’t give myself?

Simple actions:

• One fixed time each week with no guests
• One activity not about work
• Practice saying:
  “I will check and tell you later.”

More at => click

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5. Learn With a Clear Plan

Choose one thing to learn this year:

• Guest behavior
• Handling complaints
• Basic pricing
• Storytelling
• Digital tools (reviews, CRM, social media)

Rule:

Learn one thing → use it fast → see improvement

More at => link

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6. Simple New Year Exercise (30–45 minutes)

1. Write:
   • “Last year I learned that…”
   • “This year I will stop…”
   • “This year I will focus on…”
2. Choose one word for the year:
   • Clarity
   • Balance
   • Growth
   • Calm
   • Professional
3. Choose one small habit every week.

More at => link

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Final Thought

In tourism and hospitality, you are part of the service.
Better guest experiences start with knowing yourself better.

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Vocabulary:

• to look back: to think about the past
• to set a goal: to choose something you want to do
• to grow step by step: to get better little by little
• an impact: a change you make
• to be tired: to need rest
• to be bored: to not feel interested
• interaction reflection: thinking about how you talk and work with people
• to be calm: to feel relaxed, not angry
• a skill: something you can do well
• a gap: something you do not have or know
• to solve a problem: to fix something that is wrong
• to build a relationship: to make a good connection with someone
• a focus: one important thing to think about
• to avoid: to try not to do something
• pricing: how much money something costs
• to be tiring: to make you feel tired
• guest behaviour: how guests act
• to handle a complaint: to listen and help when someone is not happy
• an improvement: something that is better than before
• a balance: when work and rest are both okay

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

Match the word with the correct meaning

Words

1. to look back
2. a skill
3. to be tired
4. a focus
5. to avoid
6. pricing
7. to be calm
8. an impact
9. to solve a problem
10. a balance
11. to be bored
12. an improvement
13. guest behaviour
14. to build a relationship
15. to handle a complaint
16. to set a goal
17. a gap
18. to be tiring

---

Definitions

A. how guests act
B. something you want to do
C. to fix something that is wrong
D. to feel relaxed, not angry
E. to think about the past
F. when work and rest are both okay
G. to try not to do something
H. something you can do well
I. to make you feel tired
J. something you do not have or know
K. a change you make
L. to listen and help when someone is not happy
M. to need rest
N. something that is better than before
O. how much money something costs
P. one important thing to think about
Q. to not feel interested
R. to make a good connection with someone

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__________________________

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

__________________________

Correct answers:

1. to look back – to think about the past
2. a skill – something you can do well
3. to be tired – to need rest
4. a focus – one important thing to think about
5. to avoid – to try not to do something
6. pricing – how much money something costs
7. to be calm – to feel relaxed, not angry
8. an impact – a change you make
9. to solve a problem – to fix something that is wrong
10. a balance – when work and rest are both okay
11. to be bored – to not feel interested
12. an improvement – something that is better than before
13. guest behaviour – how guests act
14. to build a relationship – to make a good connection with someone
15. to handle a complaint – to listen and help when someone is not happy
16. to set a goal – something you want to do
17. a gap – something you do not have or know
18. to be tiring – to make you feel tired

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

• and how?

Youngsters should learn English because it can help them in many ways. When they know English, they can find better jobs in their country or in other countries. Many companies need workers who can speak English. English also helps students study abroad or join international programs. It is used in travel, business, and on the internet, so it gives young people more chances to learn new things and meet new people. Knowing English can also make students feel more confident.

There are many simple ways to learn English. Students can start by speaking easy sentences with friends or classmates. They can listen to English songs, watch short videos, or follow English learning channels with subtitles. Reading short stories or easy articles can also help. Joining an English class is useful because a teacher can guide them. Free apps and online tools are good for daily practice. The most important thing is to study a little every day.

Some problems may appear. Students may feel shy or scared to speak. Some may not have time, money, or a good internet connection. English sounds and grammar can also be hard. But with patience, small goals, and regular practice, students can improve step by step.

Learning English can help youngsters build a bright future.

_____________________-

Vocabulary:

• in many ways: in many different things or situations
• a country (countries): a place with its own land and people
• a company: a business where people work
• to study abroad: to study in another country
• to join a program: to enter and take part in a group activity or course
• to be used: to be needed for something or to help do something
• travel: going to another place for work or fun
• to give a chance: to make something possible
• to be confident: to feel sure and strong about yourself
• a sentence: a group of words that makes a full idea
• a classmate: a student who studies with you
• an English learning channel: a video page that teaches English
• a subtitle: words on the screen that show what people say
• to guide somebody: to help or show someone what to do
• an online tool: something on the internet that helps you learn or work
• daily practice: practice every day
• to appear: to come or to show up
• to feel shy: to feel quiet or not brave to speak
• to be scared: to feel afraid
• patience: staying calm and waiting without getting angry
• a small goal: a little thing you want to do or finish
• regular practice: practice many times, again and again
• to improve: to get better
• step by step: slowly, in small parts
• a bright future: a good and happy future

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

Match the words with the definitions.

Words

1. in many ways
2. a company
3. patience
4. to improve
5. an online tool
6. to be scared
7. a small goal
8. travel
9. step by step
10. a classmate
11. a subtitle
12. to guide somebody
13. to study abroad
14. regular practice
15. to appear

Definitions

a. to help or show someone what to do
b. staying calm and waiting without getting angry
c. to get better
d. practice many times, again and again
e. a student who studies with you
f. going to another place for fun or work
g. slowly, in small parts
h. to come or show up
i. a business where people work
j. to feel afraid
k. words on a screen that show what people say
l. something on the internet that helps you learn or work
m. studying in another country
n. a little thing you want to do or finish
o. in many different things or situations

__________________

Answers:

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

__________________

1. in many ways – in many different things or situations
2. a company – a business where people work
3. patience – staying calm and waiting without getting angry
4. to improve – to get better
5. an online tool – something on the internet that helps you learn or work
6. to be scared – to feel afraid
7. a small goal – a little thing you want to do or finish
8. travel – going to another place for fun or work
9. step by step – slowly, in small parts
10. a classmate – a student who studies with you
11. a subtitle – words on a screen that show what people say
12. to guide somebody – to help or show someone what to do
13. to study abroad – studying in another country
14. regular practice – practice many times, again and again
15. to appear – to come or show up

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

True or false:

1. A company is a place where students study.
2. Daily practice can help students improve step by step.
3. A subtitle shows words on the screen in English videos.
4. To be confident means to feel shy.
5. Patience helps students continue learning without giving up.
6. Travel is not used for work or fun.
7. A classmate is someone who works in a company.
8. Small goals can help students improve little by little.
9. Online tools are only for games, not for learning.
10. Studying abroad means studying in another country.
11. To guide somebody means to ignore them.
12. Regular practice is important for learning English.
13. To appear means to disappear.
14. English can give young Cambodians more chances.

________________________

Correct answers:

1. A company is a place where students study. – True is: A company is a business where people work.
2. Daily practice can help students improve step by step.
3. A subtitle shows words on the screen in English videos.
4. To be confident means to feel shy. – True is: To be confident means to feel sure and strong about yourself.
5. Patience helps students continue learning without giving up.
6. Travel is not used for work or fun. – True is: Travel is going to another place for work or fun.
7. A classmate is someone who works in a company. – True is: A classmate is a student who studies with you.
8. Small goals can help students improve little by little.
9. Online tools are only for games, not for learning. – True is: An online tool is something on the internet that helps you learn or work.
10. Studying abroad means studying in another country.
11. To guide somebody means to ignore them. – True is: To guide somebody means to help or show someone what to do.
12. Regular practice is important for learning English.
13. To appear means to disappear. – True is: To appear means to come or show up.
14. English can give young Cambodians more chances.

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

Match definition and word:

Word bank:

a company, to be scared, patience,
travel, to study abroad, a classmate,
step by step, a small goal,
to improve, an online tool,
regular practice, a subtitle, in many ways,
to guide somebody, to appear

---

Definitions

1. In many different things or situations.
   __________________________________
   
2. A business where people work.
   __________________________________
   
3. Staying calm and waiting without getting angry.
   __________________________________
   
4. To get better.
   __________________________________
   
5. Something on the internet that helps you learn or work.
   __________________________________
   
6. To feel afraid.
   __________________________________
   
7. A little thing you want to do or finish.
   __________________________________
   
8. Going to another place for work or fun.
   __________________________________
   
9. Slowly, in small parts.
   __________________________________
   
10. A student who studies with you.
    __________________________________
    
11. Words on a screen that show what people say.
    __________________________________
    
12. To help or show someone what to do.
    __________________________________
    
13. Studying in another country.
    __________________________________
    
14. Practice many times, again and again.
    __________________________________
    
15. To come or show up.
    __________________________________
    

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—————————

Correct answers:

1. In many different things or situations – in many ways
2. A business where people work – a company
3. Staying calm and waiting without getting angry – patience
4. To get better – to improve
5. Something on the internet that helps you learn or work – an online tool
6. To feel afraid – to be scared
7. A little thing you want to do or finish – a small goal
8. Going to another place for work or fun – travel
9. Slowly, in small parts – step by step
10. A student who studies with you – a classmate
11. Words on a screen that show what people say – a subtitle
12. To help or show someone what to do – to guide somebody
13. Studying in another country – to study abroad
14. Practice many times, again and again – regular practice
15. To come or show up – to appear

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

---

Fill in the blanks

many ways, a company, a classmate, to guide somebody,
a subtitle, to study abroad, regular practice,
step by step, to be scared,
an online tool, patience,
a small goal, to improve,
travel, English

1. Youngsters should learn __________ because it can help them get better jobs.
2. They can work in a __________ when they know English.
3. Students can speak simple English with a __________.
4. Teachers can help students __________ during class.
5. Students can watch English videos with a __________ to understand better.
6. Studying in another country is called __________.
7. The most important thing is __________ every day.
8. Learning English slowly, one little step at a time, is learning __________.
9. Some students may feel shy or __________ to speak English.
10. Using apps or websites is an example of __________ for learning English.
11. Students need __________ to keep learning without giving up.
12. Setting __________ helps students reach their goals.
13. New opportunities can __________ when students learn English.
14. English helps students in __________.
15. Regular study can help students __________ their English skills.

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————————-
Answers:

1. Youngsters should learn English because it can help them get better jobs.
2. They can work in a company when they know English.
3. Students can speak simple English with a classmate.
4. Teachers can help students to guide somebody during class.
5. Students can watch English videos with a subtitle to understand better.
6. Studying in another country is called to study abroad.
7. The most important thing is regular practice every day.
8. Learning English slowly, one little step at a time, is learning step by step.
9. Some students may feel shy or to be scared to speak English.
10. Using apps or websites is an example of an online tool for learning English.
11. Students need patience to keep learning without giving up.
12. Setting a small goal helps students reach their goals.
13. New opportunities can appear when students learn English.
14. English helps students in in many ways.
15. Regular study can help students to improve their English skills.

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

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Unscramble the words

1. glehsin → __________
   
   YOU WRITE:
   
   English
   
2. pacnoym → __________
3. daorba → __________
4. aecintp → __________
5. titelsub → __________
6. llams → __________
7. caretpci → __________
8. pets → __________
9. mecslcaata → __________
10. egudi → __________
11. dcsrea → __________
12. nlineo → __________
13. aepapr → __________
14. ni → __________
15. elvtra → __________

————————————-

Correct words:

English, company, abroad, patience, subtitle, small, practice, step, classmate, guide, scared, online, appear, in, travel

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

Fill in:

classmates – online – abroad – future –
practice – step by step – subtitles –
travel – each

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My name is Srey. I am a student. I want to learn English. English is very important. I can use it for __________, work, and study __________. Every day, I __________ a little. I listen to English songs and watch short videos with __________. I read easy books and talk with my __________. Sometimes, I feel shy or scared to speak English. But I try. I set a small goal for __________ day. I use __________ tools to help me. I have patience and study __________. I want to improve my English. I hope one day I can speak English well and have a bright [something that is very good and happy] __________

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______________________

Correct version:

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My name is Srey. I am a student. I want to learn English. English is very important. I can use it for travel, work, and study abroad. Every day, I practice a little. I listen to English songs and watch short videos with subtitles. I read easy books and talk with my classmates. Sometimes, I feel shy or scared to speak English. But I try. I set a small goal for each day. I use online tools to help me. I have patience and study step by step. I want to improve my English. I hope one day I can speak English well and have a bright future.

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Use the following text and continue:

YOU WRITE:

Her name is Srey. She is a student.She wants to…….

My name is Srey. I am a student. I want to learn English. English is very important. I can use it for travel, work, and study abroad. Every day, I practice a little. I listen to English songs and watch short videos with subtitles. I read easy books and talk with my classmates. Sometimes, I feel shy or scared to speak English. But I try. I set a small goal for each day. I use online tools to help me. I have patience and study step by step. I want to improve my English. I hope one day I can speak English well and have a bright future.
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Correct version:

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Her name is Srey. She is a student. She wants to learn English. English is very important. She can use it for travel, work, and study abroad. Every day, she practices a little. She listens to English songs and watches short videos with subtitles. She reads easy books and talks with her classmates. Sometimes, she feels shy or scared to speak English. But she tries. She sets a small goal for each day. She uses online tools to help her. She has patience and studies step by step. She wants to improve her English. She hopes one day she can speak English well and have a bright future.

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• in case a hotel has Austrian guests that day 😉

Story 1:

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In Austria, people celebrate Nikolaus and Krampus on December 6th. This is a very old tradition. It comes from St. Nicholas, a kind bishop. He helped poor people and gave gifts to children. Today he is called Nikolaus. He wears a red or white robe and has a bishop’s staff.

On the evening of December 5th, Nikolaus comes to children’s homes. He asks if the children were good this year. Good children get presents. They can get nuts, chocolate, mandarins, or small toys. Children are happy and excited. Some families put a plate with gifts for Nikolaus.

Nikolaus is not alone. He comes with Krampus. Krampus is scary. He has horns, fur, and a big bell. In the past, Krampus punished children who were bad. Today Krampus is mostly part of fun.

In many towns there are Krampus runs. People dress in costumes and walk in the streets. There are also small events, music, and shows for children.

Nikolaus and Krampus are very important in Austria. Children love the gifts and the events. Families enjoy this special time before Christmas.

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Vocabulary:

• a tradition – something people do every year or a long time.
• a bishop – a man in the church with a special job.
• a gift – something you give to someone to make them happy.
• to wear a robe – to put on a long, special piece of clothing.
• a bishop’s staff – a stick a bishop carries.
• a present – the same as a gift.
• a toy – something children play with.
• to be excited – to feel happy and a little nervous.
• a plate with gifts – a flat dish with gifts on it.
• to be scary – to make people feel afraid.
• fur – the soft hair of an animal.
• a bell – a small thing that makes a sound when you move it or hit it.
• to punish children – to give a child a penalty when they are bad.
• a Krampus run – a street event with people dressed as Krampus.
• to dress in a costume – to put on special clothes to look like someone or something.
• an event – something people do together for fun or celebration.
• to enjoy – to feel happy and have fun with something.

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Story 2:

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A long time ago, there was a man called St. Nicholas. He lived many years ago in a place called Myra. He was a bishop. He was very kind. He helped poor people. He liked to give gifts to children. People remembered him and wanted to celebrate him every year. This is why we have the tradition of Nikolaus.

In Austria, Nikolaus comes on December 6th. He wears a long robe and carries a bishop’s staff. He visits children and asks if they were good. Good children get presents. They can get nuts, chocolate, mandarins, or toys. Children are happy and excited.

A long time ago, there were also stories about Krampus. Krampus is scary. He has horns, fur, and a bell. He was used to punish children who were bad. Today, people celebrate Krampus runs. People dress in costumes and walk in the streets. There are small events and music for children.

Nikolaus and Krampus are part of Austrian history and culture. Children enjoy the gifts and the events. People remember St. Nicholas and the old stories every year.

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Vocabulary:

to be kind – to be nice and good to others

to remember – to not forget something

to celebrate – to have fun on a special day

📘Six qualities of a good hotel employee

• Friendly: Smiles, says hello, is kind to guests.
• Good Communication: Speaks clearly, listens carefully.
• Reliable: Comes on time, does the job well.
• Team Worker: Helps coworkers and is respectful.
• Adaptable: Stays calm and can handle changes.
• Great Service: Pays attention, helps guests, and tries to make their stay better.

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Vocabulary:

An employee: A person who works for a company or place.

To be kind: To be nice and friendly to people.

Communication: Talking and listening to others.

To speak clearly: To talk in a way people can understand.

To listen carefully: To hear and understand what someone says.

To be reliable: To do what you promise and people can trust you.

To come on time: To arrive at the right time.

To do a job well: To work correctly and with care.

A coworker: A person who works with you.

To be respectful: To be polite and treat others well.

To be adaptable: To change easily when needed.

To stay calm: To be relaxed and not get upset.

To handle changes: To deal with new or different situations.

To pay attention: To look and listen carefully.

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📘 Cheat Sheet

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1. Friendly

Meaning: A friendly person is nice to guests.

What they do:

• Smile
• Say hello
• Use a warm voice

Examples:

• “Hello! Welcome to our hotel.”
• Smiles when a guest walks in.
• “Have a good day!”
• Shows the guest the way: “The lift is this way.”
• Opens the door for a guest.

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2. Good Communication

Meaning: Talks clearly and listens well.

What they do:

• Speak slowly
• Use simple words
• Listen carefully

Examples:

• “Your room is number 210.”
• “Please sign here.”
• Looks at the guest when listening.
• “Can you repeat, please?”
• “How can I help you?”

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3. Reliable

Meaning: Someone you can trust.

What they do:

• Come on time
• Finish tasks
• Do the job well

Examples:

• Arrives at 8:00 every day.
• Cleans the room correctly.
• Brings extra towels when asked.
• Writes down information correctly.
• “I will do it now,” and they really do it.

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4. Team Worker

Meaning: Works well with other employees.

What they do:

• Help others
• Share work
• Be polite

Examples:

• Helps a coworker carry bags.
• Says: “Thank you for your help.”
• Works together to clean rooms faster.
• Covers a shift when a coworker is sick.
• Smiles and talks kindly to coworkers.

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5. Adaptable

Meaning: Can change and stay calm.

What they do:

• Stay relaxed
• Try new tasks
• Solve small problems

Examples:

• Works in another area when needed: “Yes, I can help in the restaurant.”
• Stays calm when many guests arrive.
• Changes plans: “Okay, I can do this first.”
• Handles a mistake: “Sorry, I will fix it.”
• Helps guests even when busy.

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6. Great Service

Meaning: Makes guests happy and comfortable.

What they do:

• Pay attention
• Be helpful
• Care about guest needs

Examples:

• Gives clean towels and a clean room.
• Says: “Is everything okay?”
• Helps the guest with bags.
• Brings extra pillows.
• Explains things: “Breakfast is from 7 to 10.”
• Smiles and checks if the guest is happy.

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Summary

A good hotel employee is friendly. They smile, say hello, and are kind to guests. They make guests feel welcome. They speak in a warm and polite way.

A good employee has good communication. They speak clearly and use simple words. They listen carefully when a guest talks. They say polite words like “please,” “thank you,” and “excuse me.” They ask, “How can I help you?”

A good employee is reliable. They come to work on time. They do their job well every day. They finish their tasks and keep their promises. Guests and coworkers can trust them.

A good employee is a team worker. They help coworkers and share work. They are polite and respectful. They work well with others and try to make the job easier for the team.

A good employee is adaptable. They stay calm when the hotel is busy. They can change plans and do new tasks. They try to solve small problems quickly.

A good employee gives great service. They pay attention to details. They help guests when they need something. They smile, answer questions, and try to make the guest’s stay better.

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👉 Indra Tells Us What He Does to Be a Good Employee

Hello, I am Indra. I try to be a good hotel employee.

I am friendly. I smile, say hello, and I am kind to guests. I try to make guests feel welcome. I speak in a warm and polite way.

I have good communication. I speak clearly and use simple words. I listen carefully when a guest talks. I say “please,” “thank you,” and “excuse me.” I also ask, “How can I help you?”

I am reliable. I come to work on time. I do my job well every day. I finish my tasks and keep my promises. Guests and coworkers can trust me.

I am a team worker. I help my coworkers and I share the work. I am polite and respectful. I work well with others and try to make the job easier for the team.

I am adaptable. I stay calm when the hotel is busy. I can change plans and do new tasks. I try to solve small problems quickly.

I give great service. I pay attention to details. I help guests when they need something. I smile, answer questions, and try to make their stay better.

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Read the story and rewrite it, starting with

>>>>>>He is Indra.

>>>>>>He tries to be a good hotel employee.

make all changes necessary.

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He is Indra. He tries to be a good hotel employee.

He is friendly. He smiles, says hello, and is kind to guests. He tries to make guests feel welcome. He speaks in a warm and polite way.

He has good communication. He speaks clearly and uses simple words. He listens carefully when a guest talks. He says “please,” “thank you,” and “excuse me.” He asks, “How can I help you?”

He is reliable. He comes to work on time. He does his job well every day. He finishes his tasks and keeps his promises. Guests and coworkers can trust him.

He is a team worker. He helps his coworkers and shares the work. He is polite and respectful. He works well with others and tries to make the job easier for the team.

He is adaptable. He stays calm when the hotel is busy. He can change plans and do new tasks. He tries to solve small problems quickly.

He gives great service. He pays attention to details. He helps guests when they need something. He smiles, answers questions, and tries to make their stay better.

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