• Understanding Guests from Different Cultures

Cultural awareness means understanding and respecting the different ways people live, think, eat, speak, and behave.

In tourism, it means knowing that guests from different countries may have different customs, food choices, greetings, and ways of communicating.

Tourism brings people from many different countries together. Hotel workers, restaurant staff, tour guides, and other tourism workers meet guests with different cultures and customs. For this reason, cultural awareness is very important in tourism. It helps staff understand guests and give them good service.

First, cultural awareness can help make guests happy. People have different likes and needs. Some guests may have special food needs. Others may have different ways of greeting people or talking to staff. When workers understand these differences, they can make guests feel welcome and comfortable.

Cultural awareness can also help staff avoid problems. A custom that is normal in one country may be unusual in another country. Some actions, words, or gestures may make a guest feel uncomfortable. Tourism workers should learn about different customs and show respect. This can help prevent misunderstandings.

Good communication is also important. People from different countries may speak different languages or communicate in different ways. Some guests may use simple English. Staff should speak clearly, listen carefully, and be patient. A friendly smile and polite behaviour can also help.

Cultural awareness can make a guest’s experience more personal. A hotel can offer different kinds of food or activities. Staff can also give guests information about local culture. These small things can make a holiday more enjoyable.

When guests feel respected, they can trust the hotel and its staff. They may enjoy their stay and want to come back. They may also tell their friends about the hotel. This can bring more guests to the business.

In conclusion, cultural awareness is an important skill in tourism. It helps workers understand different guests, communicate better, avoid problems, and provide good service. When tourism workers respect different cultures, guests feel welcome and happy. This is good for both the guests and the tourism business.
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Vocabulary:

• to respect something – to treat something as important and good
• to behave – to act in a particular way
• a custom – a way of doing something in a country or culture
• to have needs – to need something
• to avoid problems – to stay away from problems
• to be unusual – to be different from what is normal
• a gesture – a movement of your hand, face, or body that shows something
• to feel uncomfortable – to not feel happy or relaxed
• to show respect – to act in a polite way towards someone or something
• to prevent misunderstandings – to stop people from understanding something wrongly
• to be patient – to stay calm and wait
• behaviour – the way a person acts
• a guest’s experience – what a guest sees, feels, and does during a stay
• to make something enjoyable – to make something more pleasant and fun
• to trust staff – to believe that staff are good and helpful
• to enjoy something – to like something and have a good time
• in conclusion – used before the final idea or answer
• a skill – something you can do well
• to provide good service – to give guests good help and care

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Match each word or phrase with the correct definition:

1. to respect something
2. to behave
3. a custom
4. to have needs
5. to avoid problems
6. to be unusual
7. a gesture
8. to feel uncomfortable
9. to show respect
10. to prevent misunderstandings
11. to be patient
12. behaviour
13. a guest’s experience
14. to make something enjoyable
15. to trust staff
16. to enjoy something
17. in conclusion
18. a skill
19. to provide good service
    

A. the way a person acts
B. to like something and have a good time
C. to stay calm and wait
D. to give guests good help and care
E. to need something
F. what a guest sees, feels, and does during a stay
G. to act in a particular way
H. something you can do well
I. to treat something as important and good
J. a way of doing something in a country or culture
K. to act in a polite way towards someone or something
L. to stop people from understanding something wrongly
M. used before the final idea or answer
N. to stay away from problems
O. a movement of your hand, face, or body that shows something
P. to make something more pleasant and fun
Q. to believe that staff are good and helpful
R. to not feel happy or relaxed
S. to be different from what is normal

_______________________

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

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Match the definition with the word

Definition:

1. to stay calm and wait
2. a movement of your hand, face, or body that shows something
3. to need something
4. to be different from what is normal
5. what a guest sees, feels, and does during a stay
6. to act in a particular way
7. to give guests good help and care
8. to like something and have a good time
9. to treat something as important and good
10. to believe that staff are good and helpful
11. to not feel happy or relaxed
12. something you can do well
13. to stay away from problems
14. a way of doing something in a country or culture
15. used before the final idea or answer
16. the way a person acts
17. to make something more pleasant and fun
18. to stop people from understanding something wrongly
19. to act in a polite way towards someone or something
    
    Word/s

A. to have needs
B. a skill
C. to avoid problems
D. to behave
E. to trust staff
F. to show respect
G. a custom
H. to make something enjoyable
I. behaviour
J. to be patient
K. to respect something
L. in conclusion
M. a guest’s experience
N. to prevent misunderstandings
O. to enjoy something
P. to provide good service
Q. a gesture
R. to feel uncomfortable
S. to be unusual

_______________________

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

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True or false:

1. Cultural awareness can make a holiday less enjoyable.
2. Staff should speak clearly and listen carefully to guests.
3. All guests have the same customs and food choices.
4. Cultural awareness is an important skill for tourism workers.
5. A friendly smile can help when staff communicate with guests.
6. Guests never tell other people about a good hotel experience.
7. Some guests may have special food needs.
8. Cultural awareness can make a guest’s experience more personal.
9. Staff should become angry when guests do not understand them.
10. Tourism workers meet guests from many different countries.
11. Respecting different cultures is bad for a tourism business.
12. Guests may trust a hotel when they feel respected.
13. Cultural awareness means understanding and respecting different ways of living and behaving.
14. Staff should speak quickly when a guest uses simple English.
15. Different customs can sometimes cause problems or misunderstandings.
16. Tourism workers should ignore different customs.
17. Guests from different cultures may have different food choices.
18. A custom that is normal in one country is always normal in every country.
19. Cultural awareness can help guests feel welcome and comfortable.
20. Cultural awareness is not important in tourism.

__________________________

False: 1,3,6,9,11,14,16,18,20

__________________________

Correct version:

Cultural awareness can make a holiday less enjoyable. True is: Cultural awareness can make a holiday more enjoyable.

Staff should speak clearly and listen carefully to guests.

All guests have the same customs and food choices. True is: Guests can have different customs and food choices.

Cultural awareness is an important skill for tourism workers.

A friendly smile can help when staff communicate with guests.

Guests never tell other people about a good hotel experience. True is: Guests may tell other people about a good hotel experience.

Some guests may have special food needs.

Cultural awareness can make a guest’s experience more personal.

Staff should become angry when guests do not understand them. True is: Staff should be patient when guests do not understand them.

Tourism workers meet guests from many different countries.

Respecting different cultures is bad for a tourism business. True is: Respecting different cultures is good for a tourism business.

Guests may trust a hotel when they feel respected.

Cultural awareness means understanding and respecting different ways of living and behaving.

Staff should speak quickly when a guest uses simple English. True is: Staff should speak clearly and patiently when a guest uses simple English.

Different customs can sometimes cause problems or misunderstandings.

Tourism workers should ignore different customs. True is: Tourism workers should learn about and respect different customs.

Guests from different cultures may have different food choices.

A custom that is normal in one country is always normal in every country. True is: A custom that is normal in one country may be unusual in another country.

Cultural awareness can help guests feel welcome and comfortable.

Cultural awareness is not important in tourism. True is: Cultural awareness is important in tourism.

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Find the sentence or sentences in the text that support each statement. Choose the correct answer from A–L.

1. Understanding different cultures can help a hotel give better service.
2. Visitors may have different ideas about what is suitable to eat.
3. Knowing about other cultures can make people feel more relaxed during their stay.
4. Workers should be careful because normal actions can have different meanings in other places.
5. Good communication is especially important when visitors do not speak English well.
6. Being calm can help workers when communication is difficult.
7. Small actions by hotel staff can make a visitor’s holiday better.
8. Learning about local traditions can add something special to a visitor’s stay.
9. Respect from staff can help create a good relationship with visitors.
10. A positive experience can make visitors more likely to return.
11. Happy visitors can help a tourism business attract other customers.
12. Cultural awareness helps workers deal with differences in several important areas.

A. “They may also tell their friends about the hotel. This can bring more guests to the business.”
B. “Staff can also give guests information about local culture.”
C. “It helps staff understand guests and give them good service.”
D. “They may enjoy their stay and want to come back.”
E. “A custom that is normal in one country may be unusual in another country.”
F. “These small things can make a holiday more enjoyable.”
G. “When guests feel respected, they can trust the hotel and its staff.”
H. “Some guests may use simple English. Staff should speak clearly, listen carefully, and be patient.”
I. “It helps workers understand different guests, communicate better, avoid problems, and provide good service.”
J. “Some guests may have special food needs.”
K. “Staff should speak clearly, listen carefully, and be patient.”
L. “They can make guests feel welcome and comfortable.”

___________________________

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

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Match the sentence halves

1. Cultural awareness is important
2. Guests from different countries may have
3. Tourism workers should learn about
4. Staff should speak clearly and
5. Different customs can sometimes
6. A friendly smile can help
7. Hotels can offer different kinds of food
8. When guests feel respected,
9. Guests may enjoy their stay
10. Good cultural awareness can help tourism workers
    

A. they can trust the hotel and its staff.
B. different customs and show respect.
C. understand guests and provide good service.
D. when they talk to guests from other countries.
E. and activities for their guests.
F. cause misunderstandings between people.
G. in tourism because staff meet people from many cultures.
H. and want to come back to the hotel.
I. listen carefully to their guests.
J. different food needs and ways of communicating.

__________________________

Answers:
1–G, 2–J, 3–B, 4–I, 5–F, 6–D, 7–E, 8–A, 9–H, 10–C
__________________________

Correct answers:

1. Cultural awareness is important in tourism because staff meet people from many cultures.
2. Guests from different countries may have different food needs and ways of communicating.
3. Tourism workers should learn about different customs and show respect.
4. Staff should speak clearly and listen carefully to their guests.
5. Different customs can sometimes cause misunderstandings between people.
6. A friendly smile can help when they talk to guests from other countries.
7. Hotels can offer different kinds of food and activities for their guests.
8. When guests feel respected, they can trust the hotel and its staff.
9. Guests may enjoy their stay and want to come back to the hotel.
10. Good cultural awareness can help tourism workers understand guests and provide good service.

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Choose the best answer based on the text:

1. A guest has a special food need. What should staff do?
   A. Ignore the guest
   B. Tell the guest to leave
   C. Understand the guest’s needs
2. A guest uses simple English. What should staff do?
   A. Speak clearly and be patient
   B. Stop talking
   C. Speak very quickly
3. A guest feels respected by hotel staff. What may happen?
   A. The guest may complain about the hotel
   B. The guest may trust the staff
   C. The guest may leave immediately
4. A guest enjoys the hotel experience. What may happen later?
   A. The guest may forget the hotel
   B. The guest may avoid tourism
   C. The guest may want to come back
5. Guests tell their friends about a good hotel. What can happen?
   A. The hotel may get more guests
   B. The hotel may close
   C. The hotel may have fewer guests
6. A tourism worker learns about different customs. What can this help the worker do?
   A. Avoid all communication with guests
   B. Show respect to guests
   C. Give every guest the same service
7. A guest feels uncomfortable because of something a worker does. What should the worker do?
   A. Ignore the guest
   B. Continue doing the same thing
   C. Try to understand the cultural difference
8. A hotel gives guests information about local culture. What can this do?
   A. Make the holiday more enjoyable
   B. Make communication impossible
   C. Stop guests from trying local activities
9. Staff listen carefully when guests speak. What can this help them do?
   A. Make guests leave the hotel
   B. Understand their guests better
   C. Avoid providing service
10. A hotel respects guests from different cultures. What can this mean for the business?
    A. Guests will never return
    B. The hotel will have fewer visitors
    C. Guests may enjoy their stay and recommend the hotel to others

_____________________________

Answers:
1–C, 2–A, 3–B, 4–C, 5–A, 6–B, 7–C, 8–A, 9–B, 10–C
#####################

Match each cause (1–12) with the correct result (A–L):

A cause tells us why something happens.
A result tells us what happens because of it.

Example:
Cause: Staff understand different cultures.
Result: Guests feel welcome.

Example:
Cause: A guest feels respected.
Result: The guest may trust the hotel.

1. Staff understand different cultures.
   
   D) Staff can give better service.
   
2. Guests have special food needs.
3. Staff learn about different customs.
4. Staff speak clearly and listen carefully.
5. Staff are patient with guests.
6. Staff show respect to different cultures.
7. Guests feel welcome and comfortable.
8. Guests feel respected by hotel staff.
9. Guests enjoy their stay.
10. Guests tell their friends about the hotel.
11. Hotels offer different food and activities.
12. Staff give guests information about local culture.

A. They may tell other people about the hotel.
B. Guests can feel more comfortable.
C. Guests may understand the local area better.
D. Staff can give better service.
E. The hotel may get more guests.
F. Guests may trust the hotel and its staff.
G. Staff can avoid some problems.
H. Guests can find food that is right for them.
I. Communication can be easier.
J. Guests may want to come back.
K. Guests can enjoy different things during their holiday.
L. Guests may feel more respected.

______________________

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

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

Find one word in the text that matches each meaning.

1. visitors → __guests__
   
2. ways of doing things in a culture → __________
3. talking or exchanging information → __________
4. things people need → __________
5. actions of a person → __________
6. feeling safe and believing someone → __________
7. a holiday or stay that someone has → __________
8. something you can do well → __________
9. people who work in a hotel → __________
10. a person staying at a hotel → __________

——————————-

Answers:
1. visitors → guests
2. ways of doing things in a culture → customs
3. talking or exchanging information → communication
4. things people need → needs
5. actions of a person → behaviour
6. feeling safe and believing someone → trust
7. a holiday or stay that someone has → experience
8. something you can do well → skill
9. people who work in a hotel → staff
10. a person staying at a hotel → guest

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In each group, three words are connected to the text. One word does not belong. Find the odd one out:

1. guest – ticket – visitor – tourist
2. custom – tradition – passport – culture
3. food – gesture – drink – meal
4. hotel – restaurant – sunny – tour guide
5. respect – patience – anger – kindness
6. speak – sleep – listen – communicate
7. comfortable – happy – worried – welcome
8. staff – employee – guest – manager
9. holiday – problem – stay – experience
10. local culture – weather – customs – gestures

_____________________

Answers:

guest – ticket – visitor – tourist → ticket – The other three are people who may travel or stay in a hotel.

custom – tradition – passport – culture → passport – The other three are connected with culture and ways of life.

food – gesture – drink – meal → gesture – The other three are connected with food and drinks.

hotel – restaurant – sunny – tour guide → sunny – The other three are places or people connected with tourism.

respect – patience – anger – kindness → anger – The other three are positive qualities that can help staff work with guests.

speak – sleep – listen – communicate → sleep – The other three are connected with communication.

comfortable – happy – worried – welcome → worried – The other three describe positive feelings or a positive situation.

staff – employee – guest – manager → guest – The other three are people who work in a hotel.

holiday – problem – stay – experience → problem – The other three are connected with a holiday or a stay.

local culture – weather – customs – gestures → weather – The other three are connected with culture.

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Remember how babies
learn a language:

Babies learn a language by listening.
They use their ears to hear sounds.
Their brain remembers these sounds.
Babies connect sounds with people and things.
They listen to their parents.
Then they copy the sounds they hear. They imitate words.
Slowly, babies learn to speak.

So,
LISTEN, LISTEN, LISTEN, LISTEN………………

• how good body language builds trust, improves service and creates better guest experiences

Vocabulary, B1 only:

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Body language (kinesics) is a very important part of communication in tourism and hospitality. It often has more power than words, especially for first impressions, guest satisfaction, building trust, and talking with people from different cultures. Studies and industry sources often say that nonverbal signals — body language, tone of voice, and similar things — make up a large part of how people understand messages.

In hotels, restaurants, tour companies and similar services, positive body language helps create a friendly atmosphere. It also helps staff notice what guests need, fix problems, sell extra services, and encourage guests to come back. Training in this area has been connected to higher guest satisfaction scores and more repeat bookings in some hotel studies.

1. Key Components of Body Language in Hospitality

Staff are usually trained to manage these common elements.

1.1 Facial Expressions

• A real smile that includes the eyes, called a Duchenne smile, is a strong signal of warmth and friendliness.
• A light or full smile can make conversations calmer.
• A friendly facial expression improves how guests see the staff member.
• Avoid looking serious, angry, sad or bored.
• Avoid a smile that looks forced or fake.

1.2 Eye Contact

• Try to keep eye contact for about 50–70% of the conversation.
• Good eye contact shows interest and can help build trust.
• The “triangle technique” — looking between the eyes and the mouth — can feel natural.
• Too little eye contact can look like a lack of interest.
• Too much eye contact can make the guest uncomfortable.
• Remember that eye-contact rules are different in different cultures.

1.3 Posture and Stance

• Stand or sit with a straight back.
• Keep the shoulders relaxed, back and down.
• Keep an open chest.
• Face the guest instead of turning away.
• Do not slouch.
• Good posture shows that you are alert, confident and professional.

1.4 Gestures and Hands

• Keep your hands visible, relaxed and open.
• Use clear and natural gestures.
• Avoid crossing your arms because this can look defensive.
• Do not point directly at people.
• Avoid nervous movements.
• Nodding can show that you are listening carefully.

1.5 Personal Space — Proxemics

• Keep a comfortable distance from the guest.
• In many Western countries, about 1–1.2 metres can be comfortable in professional situations.
• Adjust the distance according to the guest’s signals.
• Cultural preferences are important.
• Some people from Latin American or Middle Eastern cultures may prefer closer distance.
• People from Northern Europe or East Asia may often prefer more personal space.
• Avoid touching guests unless it is clearly appropriate.

1.6 Overall Appearance and Hygiene

• Keep hair clean and tidy.
• Wear clean, neat and professional clothes or a uniform.
• Keep hands and fingernails clean.
• Maintain good personal hygiene.
• Avoid strong body odour.
• Use perfume or aftershave carefully.
• Avoid a messy or careless appearance.
• Remember that appearance is also part of the message you give to guests.

2. Positive Practices for Staff

2.1 Greeting and the First 10 Seconds

The first few seconds can strongly influence the guest’s first impression.

Staff should:

• smile naturally;
• make suitable eye contact;
• turn fully towards the guest;
• keep an open body position;
• stand or sit professionally;
• show that they are ready to help.

Staff should also watch for early signs of:

• tiredness;
• worry;
• confusion;
• impatience;
• hurry.

For example, a tired guest may appreciate fast check-in, while a thirsty guest may appreciate a bottle of water.

2.2 Active Listening

Good body language shows that you are listening.

Useful signals include:

• a small head tilt;
• a light smile;
• occasional nodding;
• an open posture;
• suitable eye contact;
• facing the guest.

These signals can build trust even when the guest and staff member do not speak the same language perfectly.

2.3 Service Moments

Body language is especially important during:

• taking restaurant orders;
• explaining a menu;
• recommending a service;
• checking in guests;
• giving directions;
• helping at reception;
• serving food and drinks;
• working as a concierge.

Staff should:

• lean slightly towards the guest when appropriate;
• move calmly and professionally;
• use open hands when offering help;
• avoid sudden or nervous movements;
• give the guest their full attention.

2.4 Handling Complaints and Difficult Moments

When a guest is unhappy, staff should remain calm.

Use:

• an open posture;
• relaxed shoulders;
• soft eye contact;
• a calm facial expression;
• occasional nodding;
• a respectful distance.

Avoid:

• crossing your arms;
• looking angry;
• rolling your eyes;
• turning away;
• pointing at the guest;
• showing impatience.

The body should communicate: “I am listening and I want to help.”

2.5 Upselling

Body language can also support sales.

When making an offer:

• smile naturally;
• use an open posture;
• make suitable eye contact;
• speak calmly and confidently;
• use open-hand gestures;
• give the guest enough personal space.

The body language should match the words. The offer should feel like helpful advice, not pressure.

3. Reading Guest Body Language

Staff should learn to observe guests without making quick judgments.

3.1 Guest Needs Attention

Possible signs:

• looking around several times;
• looking towards staff;
• raising a hand slightly;
• making eye contact with a staff member.

Possible response: Approach the guest and offer help.

3.2 Guest May Be Uncomfortable or Unhappy

Possible signs:

• crossed arms;
• leaning away;
• a tight facial expression;
• little eye contact;
• turning the body away.

Possible response: Give the guest attention, listen carefully and check if they need help.

3.3 Guest May Be in a Hurry

Possible signs:

• checking a watch;
• checking a phone repeatedly;
• looking towards the exit;
• feet pointing towards the door;
• short answers.

Possible response: Offer faster service or a quick alternative, such as takeaway service.

3.4 Guest Is Interested

Possible signs:

• relaxed posture;
• leaning slightly forward;
• frequent eye contact;
• smiling;
• asking questions.

Possible response: Continue the conversation and offer useful information or recommendations.

3.5 Guest May Be Tired or Worried

Possible signs:

• holding the chin;
• touching the face or ear;
• slow movements;
• looking down;
• weak eye contact.

Possible response: Offer comfort, information or faster service where possible.

Important: One body-language signal does not always have one fixed meaning. Staff should look at the whole situation, not just one gesture.

4. Cultural Sensitivity

Tourism is international, so body language is not the same everywhere.

4.1 Smiling

• Smiling is generally a positive signal.
• However, a very large or constant smile may have different meanings in some cultures.
• Staff should avoid assuming that every culture uses smiles in exactly the same way.

4.2 Eye Contact

• Eye contact is important in many Western cultures.
• In some Asian cultures, strong or prolonged eye contact may be less appropriate.
• Staff should respect the guest’s behaviour rather than forcing eye contact.

4.3 Gestures

Gestures can have very different meanings.

For example:

• Thumbs-up: positive in many countries but offensive in some places.
• OK sign: positive in some countries but rude or offensive in others.
• One-finger pointing/calling: can be impolite in parts of Asia.
• Showing the bottom of your shoes: disrespectful in many Asian and Middle Eastern cultures.
• Pointing directly at a guest: generally best avoided.

4.4 Personal Space

• Some cultures are comfortable standing close together.
• Others prefer more distance.
• Staff should watch the guest’s signals and adjust their position.
• Avoid moving closer when the guest is clearly moving away.

4.5 Touching

• Touching rules vary greatly between cultures.
• A gesture that feels friendly to one person may feel uncomfortable to another.
• Staff should be especially careful with physical contact.
• Professional service normally requires little or no unnecessary touching.

4.6 Local Greetings and Gestures

Using appropriate local customs can make service feel more authentic.

Examples include:

• the Balinese sembah;
• bowing;
• traditional greetings;
• culturally appropriate hand gestures.

Staff should learn when and how to use such gestures rather than using them simply because they look interesting.

5. Training Staff in Body Language

Hotels, restaurants and tourism businesses can include body language in regular staff training.

5.1 Role-Play

Staff can practise:

• greeting a guest;
• taking an order;
• answering questions;
• dealing with a complaint;
• making an upselling offer;
• saying goodbye.

5.2 Video Training

Staff can watch short examples of:

• good body language;
• poor body language;
• professional greetings;
• difficult guest situations.

They can then discuss what they noticed.

5.3 Observation Exercises

Staff can practise watching:

• guest posture;
• facial expressions;
• eye contact;
• hand movements;
• position in the room;
• signs of hurry or discomfort.

5.4 Feedback

Managers can give simple feedback such as:

• “Your posture was very professional.”
• “You looked away too often.”
• “Your arms were crossed while the guest was speaking.”
• “Your smile made the guest feel welcome.”
• “You stood a little too close.”

6. The Most Important Service Moments

Body language is particularly important at key points in the guest journey.

6.1 Arrival

Goal: Make the guest feel welcome.

Use:

• smile;
• eye contact;
• open posture;
• full attention.

6.2 Check-In

Goal: Create confidence and trust.

Use:

• professional posture;
• calm movements;
• suitable eye contact;
• attentive listening.

6.3 During the Service

Goal: Show care and professionalism.

Use:

• open gestures;
• calm movements;
• good listening;
• appropriate personal space.

6.4 Complaints

Goal: Reduce tension and show understanding.

Use:

• calm face;
• relaxed posture;
• soft eye contact;
• nodding;
• patient listening.

6.5 Departure

Goal: End the experience positively.

Use:

• smile;
• eye contact;
• open posture;
• friendly farewell.

7. What Staff Should Avoid

Staff should avoid:

1. Crossed arms
2. Slouching
3. Looking at the phone while speaking to a guest
4. Looking bored or tired
5. Rolling the eyes
6. Pointing at guests
7. Standing too close
8. Turning away while a guest is speaking
9. Nervous movements
10. Strong perfume or body odour
11. Dirty or untidy uniforms
12. Looking at the watch during a conversation
13. Unnecessary touching
14. Looking at another colleague while the guest is speaking
15. Showing irritation or impatience

8. Practical Golden Rules

Rule 1 — Look professional

Clean clothes, neat hair and good hygiene create a positive first impression.

Rule 2 — Look interested

Face the guest, make suitable eye contact and listen.

Rule 3 — Stay open

Keep your arms and hands relaxed and avoid defensive positions.

Rule 4 — Stay calm

Especially during complaints, your body should communicate calmness.

Rule 5 — Watch the guest

Look for signs of interest, confusion, discomfort, hurry or tiredness.

Rule 6 — Respect personal space

Do not stand too close or touch guests unnecessarily.

Rule 7 — Respect culture

A gesture that is friendly in one country may be rude in another.

Rule 8 — Match words and body language

Your facial expression, posture, gestures and voice should support what you say.

Rule 9 — Be natural

Good body language should look friendly and genuine, not like a performance.

Rule 10 — Remember the whole experience

Guests notice staff body language throughout their stay, not only during the first greeting.

9. The Main Message

Good body language turns ordinary service into a better guest experience.

Professional staff should learn to:

Look professional → Welcome warmly → Listen carefully → Read guest signals → Respect personal space → Adapt to culture → Stay calm → End positively.

Positive body language, combined with good communication and cultural awareness, is one of the most useful soft skills for front-line staff in tourism and hospitality.

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

SOME MORE LINKS ON BODYLANGUAGE:

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Please use the box below
to write your feedback.
Only I can read it.
It is not public.

Please tell me:

• Are the texts and exercises OK?
• Are the topics OK?
• Is the level OK?
• Is it too easy or too difficult?
• Do you want texts about other topics?

Thank you! I appreciate your feedback.

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

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

Remember how babies
learn a language:

Babies learn a language by listening.
They use their ears to hear sounds.
Their brain remembers these sounds.
Babies connect sounds with people and things.
They listen to their parents.
Then they copy the sounds they hear. They imitate words.
Slowly, babies learn to speak.

So,
LISTEN, LISTEN, LISTEN, LISTEN………………

• a detailed guide to the essential skills and habits for success in tourism

Many young people want to work in hotels, restaurants, and travel. This is a very popular job for young people who like to meet new guests. A successful young worker needs simple personal skills, good work habits, and basic practical knowledge.

Being Kind and Friendly

The most important thing for a young worker is to be kind and polite. Working in hotels is a people business. A good worker smiles every day and speaks nicely to guests. They must listen to guests carefully when they ask for information. Tourists come from many different countries, so speaking basic English is very helpful. A friendly worker makes guests feel happy and comfortable right away.

Staying Calm when Busy

The second most important quality is staying calm. Hotels, airports, and restaurants are often very busy and noisy. Sometimes, bad things happen. For example, a flight is late, a room is dirty, or a guest loses a key. A good young worker does not panic or get angry. They stay quiet, think simple thoughts, and try to fix the problem fast.

Working with a Team

Working together with other people is also very important. Nobody works alone in a hotel or a restaurant. Receptionists, cooks, and cleaners must help each other every day to do a good job. Also, workers must be flexible with time. Hospitality jobs do not have simple office hours. Young workers often work early in the morning, late at night, and on Saturdays, Sundays, and holidays.

Noticing Small Things

Finally, small details are very important for a good experience. A good worker notices small things around the hotel. They see a dirty table, a missing towel, or a guest who looks lost. They go to the guest and offer help immediately. They also use simple computers to check in guests, answer emails, and write down room bookings.

Summary of the Worker

A typical young worker in tourism is young, active, and polite. They enjoy learning about new cultures, talking to travelers, and working with a friendly team every day.

____________________

Vocabulary:

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

Match the words with the definitions

Words

1. detailed
2. a guide
3. essential
4. skills
5. a habit
6. success
7. knowledge
8. to be polite
9. to stay calm
10. to panic
11. to stay quiet
12. to think simple thoughts
13. an experience
14. immediately
15. to enjoy learning

Definitions

A. to like learning new things
B. things you can do well
C. at once; very soon
D. something you do often
E. to not speak or make noise
F. very important
G. when you do something well
H. something that happens to you and you learn from
I. to become very afraid and not know what to do
J. with many small pieces of information
K. to speak and act in a nice way
L. things you know and understand
M. something that shows you what to do
N. to not become angry or afraid
O. to think about simple things and not worry too much

_____________________

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

Match the definitions with the words

Definitions

1. with many small pieces of information
2. something that shows you what to do
3. very important
4. things you can do well
5. something you do often
6. when you do something well
7. things you know and understand
8. to speak and act in a nice way
9. to not become angry or afraid
10. to become very afraid and not know what to do
11. to not speak or make noise
12. to think about simple things and not worry too much
13. something that happens to you and you learn from
14. at once; very soon
15. to like learning new things

Words

A. to panic
B. knowledge
C. immediately
D. a habit
E. to stay calm
F. skills
G. a guide
H. to enjoy learning
I. success
J. detailed
K. to stay quiet
L. an experience
M. essential
N. to think simple thoughts
O. to be polite

____________________

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

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

True or false:

1. A good worker listens carefully when guests ask for information.
2. Hospitality workers only work during normal office hours.
3. Many young people want to work in hotels, restaurants, and travel.
4. Workers should become angry when a hotel is busy.
5. Receptionists, cooks, and cleaners need to help each other.
6. Basic English is useful when speaking with tourists.
7. A guest who looks lost should wait until someone else helps them.
8. A late flight can create a problem for a tourism worker.
9. Young tourism workers should avoid learning about other cultures.
10. Small details are not important for a guest’s experience.
11. Computers can be used to write down room bookings.
12. Hospitality workers never work on Saturdays or Sundays.
13. A good worker stays calm when something goes wrong.
14. A missing towel is not something a hotel worker needs to notice.
15. Tourism workers may work early in the morning or late at night.
16. A friendly worker can make guests feel happy and comfortable.
17. Workers should panic when a guest loses a key.
18. Young tourism workers can enjoy talking to travelers.
19. Hotel workers normally work alone instead of helping colleagues.
20. A typical young tourism worker is described as lazy and inactive.

____________________

False: 2,4,7,9,10,12,14,17,19,20

____________________

Correct version:

1. A good worker listens carefully when guests ask for information.
2. Hospitality workers only work during normal office hours. True is: Hospitality jobs do not have simple office hours.
3. Many young people want to work in hotels, restaurants, and travel.
4. Workers should become angry when a hotel is busy. True is: Workers should stay calm when a hotel is busy.
5. Receptionists, cooks, and cleaners need to help each other.
6. Basic English is useful when speaking with tourists.
7. A guest who looks lost should wait until someone else helps them. True is: A worker should offer help to a guest who looks lost.
8. A late flight can create a problem for a tourism worker.
9. Young tourism workers should avoid learning about other cultures. True is: Young tourism workers can enjoy learning about other cultures.
10. Small details are not important for a guest’s experience. True is: Small details are important for a guest’s experience.
11. Computers can be used to write down room bookings.
12. Hospitality workers never work on Saturdays or Sundays. True is: Hospitality workers may work on Saturdays and Sundays.
13. A good worker stays calm when something goes wrong.
14. A missing towel is not something a hotel worker needs to notice. True is: A good worker notices a missing towel.
15. Tourism workers may work early in the morning or late at night.
16. A friendly worker can make guests feel happy and comfortable.
17. Workers should panic when a guest loses a key. True is: Workers should stay calm when a guest loses a key.
18. Young tourism workers can enjoy talking to travelers.
19. Hotel workers normally work alone instead of helping colleagues. True is: Hotel workers need to help their colleagues.
20. A typical young tourism worker is described as lazy and inactive. True is: A typical young tourism worker is young, active, and polite.

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Choose the correct answer.:

1. Why do many young people like tourism jobs?
   a) They work alone.
   b) They meet new guests.
   c) They work only in the morning.
2. What should a good worker do with guests?
   a) Listen carefully.
   b) Speak loudly.
   c) Avoid questions.
3. Why is basic English useful?
   a) Hotels teach English.
   b) Workers write reports.
   c) Tourists come from abroad.
4. What should a worker do when a problem happens?
   a) Get angry.
   b) Stay calm.
   c) Leave the workplace.
5. Who needs to help each other?
   a) Guests and tourists.
   b) Managers and visitors.
   c) Hotel workers.
6. When may hospitality workers work?
   a) Only on weekdays.
   b) At different times.
   c) Only in the afternoon.
7. What may a good worker notice?
   a) A new airport.
   b) A busy street.
   c) A dirty table.
8. What can workers use computers for?
   a) Cleaning tables.
   b) Answering emails.
   c) Cooking meals.
9. What should a worker do when a guest looks lost?
   a) Ignore the guest.
   b) Ask another tourist.
   c) Offer help.
10. What can happen in a busy hotel?
    a) Problems can happen.
    b) Everyone goes home.
    c) Guests stop traveling.
11. What is important for a good guest experience?
    a) Large offices.
    b) Small details.
    c) Long meetings.
12. What do workers need to do in a team?
    a) Avoid colleagues.
    b) Work alone.
    c) Help each other.
13. What can young workers enjoy?
    a) Learning about cultures.
    b) Staying away from travelers.
    c) Working without guests.
14. What can workers write down on computers?
    a) Travel stories.
    b) Room bookings.
    c) Guest opinions.
15. How is a typical young tourism worker described?
    a) Slow and unfriendly.
    b) Quiet and tired.
    c) Young and active.

_________________________

Answers

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

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Find the information in the text:

1. Find two places where tourism workers may work.
2. Find two personal qualities of a good worker.
3. Find two problems that can happen at work.
4. Find three types of hotel workers.
5. Find three times or days when hospitality workers may work.
6. Find three small things a worker may notice.
7. Find three things workers can do with computers.
8. Find two things young tourism workers enjoy.
9. Find two things a good worker does when speaking to guests.
10. Find two things a good worker does when there is a problem.
11. Find two reasons why basic English is helpful.
12. Find three words that describe a typical young tourism worker.

__________________________

Correct answers:

1. Find two places where tourism workers may work. — Hotels and restaurants.
2. Find two personal qualities of a good worker. — Kind and polite.
3. Find two problems that can happen at work. — A late flight and a dirty room.
4. Find three types of hotel workers. — Receptionists, cooks, and cleaners.
5. Find three times or days when hospitality workers may work. — Early in the morning, late at night, and on Sundays.
6. Find three small things a worker may notice. — A dirty table, a missing towel, and a guest who looks lost.
7. Find three things workers can do with computers. — Check in guests, answer emails, and write down room bookings.
8. Find two things young tourism workers enjoy. — Learning about new cultures and talking to travelers.
9. Find two things a good worker does when speaking to guests. — Smiles and speaks nicely.
10. Find two things a good worker does when there is a problem. — Stays calm and tries to fix the problem fast.
11. Find two reasons why basic English is helpful. — Tourists come from many countries, and workers need to communicate with guests.
12. Find three words that describe a typical young tourism worker. — Young, active, and polite.

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

Match the beginning of each sentence with the correct ending:

Beginnings

1. Many young people want to work
2. A successful young worker needs
3. A good worker smiles every day
4. Tourists come from many different countries,
5. A friendly worker makes guests feel
6. Hotels, airports, and restaurants are often
7. A good young worker does not panic
8. Receptionists, cooks, and cleaners must help each other
9. Hospitality jobs do not have simple office hours
10. A good worker notices small things
11. They go to the guest
12. Workers use simple computers

Endings

A. and speaks nicely to guests.
B. and try to fix the problem fast.
C. to do a good job.
D. so speaking basic English is very helpful.
E. happy and comfortable right away.
F. busy and noisy.
G. when something goes wrong.
H. to check in guests, answer emails, and write down room bookings.
I. in hotels, restaurants, and travel.
J. around the hotel.
K. and offer help immediately.
L. because workers may work early in the morning, late at night, and on weekends and holidays.

__________________________

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

__________________________

Full version:

Many young people want to work in hotels, restaurants, and travel.

A successful young worker needs to do a good job.

A good worker smiles every day and speaks nicely to guests.

Tourists come from many different countries, so speaking basic English is very helpful.

A friendly worker makes guests feel happy and comfortable right away.

Hotels, airports, and restaurants are often busy and noisy.

A good young worker does not panic and try to fix the problem fast.

Receptionists, cooks, and cleaners must help each other to do a good job.

Hospitality jobs do not have simple office hours because workers may work early in the morning, late at night, and on weekends and holidays.

A good worker notices small things around the hotel.

They go to the guest and offer help immediately.

Workers use simple computers to check in guests, answer emails, and write down room bookings.

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

Find a word in the text that has the opposite meaning:

1. old → __________
2. rude → __________
3. angry → __________
4. noisy → __________
5. late → __________
6. alone → __________
7. uncomfortable → __________

—————————————
Answers

1. old → young
2. rude → polite
3. angry → calm
4. noisy → quiet
5. late → early
6. alone → together
7. uncomfortable → comfortable

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

Match each situation with the best action:

Situations

1. A guest asks for information.
   
   YOUR ANSWER:
   G. Listen carefully.
   
2. A flight is late.
3. A guest loses a key.
4. A table is dirty.
5. A guest looks lost.
6. A hotel is very busy.
7. A colleague needs help.
8. A guest comes from another country.
9. A guest feels uncomfortable.
10. A worker sees a problem in a room.

Actions

A. Help the colleague.
B. Notice the problem.
C. Use basic English.
D. Stay calm.
E. Offer help.
F. Work together.
G. Listen carefully.
H. Try to fix the problem.
I. Speak nicely to the guest.
J. Think about a simple solution.

__________________________

Answers:

1-G, 2-D, 3-H, 4-B, 5-E, 6-F, 7-A, 8-C, 9-I, 10-H

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

Match the questions with the answers:

Questions

1. What are the most important qualities for tourism staff?
2. Why is being friendly important?
3. Why is basic English useful?
4. What should staff do when the hotel is very busy?
5. Why is teamwork important?
6. When may tourism workers have to work?
7. What does noticing small things mean?
8. What should a worker do when a guest looks lost?
9. What computer skills are useful for tourism staff?
10. What makes a young worker successful?
11. What can a smile do for a guest?
12. What is the most important advice for young tourism workers?

Answers

A. They may work early, late, at weekends, or on holidays.
B. A smile can make guests feel happy and comfortable.
C. Good staff see things like a dirty table or a missing towel.
D. Basic computer skills help with check-in, emails, and bookings.
E. Kindness, politeness, friendliness, and helpfulness are important.
F. Staff should stay calm and try to solve the problem.
G. Guests come from many different countries.
H. A successful worker is active, polite, friendly, and helpful.
I. They should go to the guest and offer help.
J. Colleagues need to help each other.
K. Be kind, stay calm, help your team, and notice small things.
L. Friendly staff help guests feel welcome.

__________________________

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

__________________________
Correct version:

What is the most important advice for young tourism workers? — Be kind, stay calm, help your team, and notice small things.

What are the most important qualities for tourism staff? — Kindness, politeness, friendliness, and helpfulness are important.

Why is being friendly important? — Friendly staff help guests feel welcome.

Why is basic English useful? — Guests come from many different countries.

What should staff do when the hotel is very busy? — Staff should stay calm and try to solve the problem.

Why is teamwork important? — Colleagues need to help each other.

When may tourism workers have to work? — They may work early, late, at weekends, or on holidays.

What does noticing small things mean? — Good staff see things like a dirty table or a missing towel.

What should a worker do when a guest looks lost? — They should go to the guest and offer help.

What computer skills are useful for tourism staff? — Basic computer skills help with check-in, emails, and bookings.

What makes a young worker successful? — A successful worker is active, polite, friendly, and helpful.

What can a smile do for a guest? — A smile can make guests feel happy and comfortable.

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

Complete the sentences with a word or phrase from the text:

1. Many young people want to work in hotels, restaurants, and __________.
2. A successful young worker needs good personal __________.
3. A good worker is kind and __________.
4. A good worker smiles and speaks __________ to guests.
5. Workers should listen __________ when guests ask for information.
6. Tourists come from many different __________.
7. Basic __________ is very helpful in tourism.
8. A good worker stays __________ when the workplace is busy.
9. A good worker does not panic or get __________.
10. Workers should try to __________ problems quickly.
11. Receptionists, cooks, and cleaners must help __________.
12. Hospitality workers need to be flexible with __________.
13. Workers may work early in the morning or late at __________.
14. A good worker notices small __________ around the hotel.
15. A worker may see a dirty table or a missing __________.
16. A worker may notice a guest who looks __________.
17. Workers should offer __________ to a guest who needs it.
18. Computers can help workers check __________ guests.
19. Workers can use computers to answer __________.
20. Young workers can enjoy learning about new __________.

—————————————–

Answers:

1. Many young people want to work in hotels, restaurants, and travel.
2. A successful young worker needs good personal skills.
3. A good worker is kind and polite.
4. A good worker smiles and speaks nicely to guests.
5. Workers should listen carefully when guests ask for information.
6. Tourists come from many different countries.
7. Basic English is very helpful in tourism.
8. A good worker stays calm when the workplace is busy.
9. A good worker does not panic or get angry.
10. Workers should try to fix problems quickly.
11. Receptionists, cooks, and cleaners must help each other.
12. Hospitality workers need to be flexible with time.
13. Workers may work early in the morning or late at night.
14. A good worker notices small things around the hotel.
15. A worker may see a dirty table or a missing towel.
16. A worker may notice a guest who looks lost.
17. Workers should offer help to a guest who needs it.
18. Computers can help workers check in guests.
19. Workers can use computers to answer emails.
20. Young workers can enjoy learning about new cultures.

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

Cheat Sheet:
A Detailed Guide to the Essential Skills and Habits for Success in Tourism

1. Main Topic

The text explains what young people need to be successful in tourism and hospitality.

It focuses on:

• personal skills
• good work habits
• practical knowledge
• working with guests
• teamwork
• handling busy situations
• noticing small details

2. Who is the Text About?

A young worker in tourism

They may work in:

• a hotel
• a restaurant
• an airport
• the travel industry

Young workers often:

• meet new guests
• talk to tourists
• learn about different cultures
• work with other people
• work different hours

3. The Four Main Skills

4. Being Kind and Friendly

This is described as the most important thing for a young worker.

A good worker:

• is kind
• is polite
• smiles
• speaks nicely
• listens carefully
• gives guests information
• uses basic English

Why is it important?

Hotels are a people business.

Guests should feel:

• happy
• comfortable
• welcome

Tourists come from many different countries, so basic English is useful.

5. Staying Calm When Busy

This is described as the second most important quality.

Tourism workplaces can be:

• busy
• noisy
• stressful

Problems can happen.

Examples of problems:

• a flight is late
• a room is dirty
• a guest loses a key

A good worker:

• does not panic
• does not get angry
• stays quiet
• thinks simply
• tries to fix the problem fast

Important idea:

A good worker stays calm and looks for a solution.

6. Working With a Team

People in hospitality do not work alone.

Different workers need to help each other.

Examples:

• receptionists
• cooks
• cleaners

They must:

• work together
• help each other
• communicate
• do their jobs well

Flexible Working Hours

Hospitality jobs often do not have normal office hours.

Young workers may work:

• early in the morning
• late at night
• Saturdays
• Sundays
• holidays

Key word:

flexible = able to change according to the situation

7. Noticing Small Things

Small details can make a big difference to a guest’s experience.

A good worker notices problems quickly.

Things a worker may notice:

• a dirty table
• a missing towel
• a guest who looks lost

The worker should:

1. notice the problem
2. go to the guest
3. offer help
4. solve the problem if possible

Computers

Workers also use simple computers to:

• check in guests
• answer emails
• write down room bookings

8. The Typical Young Tourism Worker

According to the summary, a typical young worker is:

• young
• active
• polite

They enjoy:

• learning about new cultures
• talking to travelers
• working with a friendly team

9. Important Vocabulary

10. Important Examples to Remember

Guest service

A guest asks for information → listen carefully → speak nicely → give help.

Problem

A flight is late → stay calm → do not get angry → try to fix the problem.

Teamwork

Reception + kitchen + cleaning → help each other → work together.

Attention to detail

Dirty table → notice it → take action.

Missing towel → notice it → help the guest.

Lost guest → notice them → offer help.

11. Important Contrasts

The text gives several useful good/bad behavior contrasts.

12. Main Message of Each Section

Being Kind and Friendly

Good personal behavior helps guests feel welcome and comfortable.

Staying Calm When Busy

Tourism can be stressful, so workers need to stay calm and solve problems.

Working with a Team

Hospitality workers need to cooperate and be flexible with working hours.

Noticing Small Things

Small details can improve the guest experience, and workers should act quickly.

Summary of the Worker

A successful young tourism worker is active, polite, interested in other cultures and comfortable working with a team.

13. Key Facts to Learn

1. Tourism is a popular job for young people.
2. Tourism workers often meet new guests.
3. Being kind and polite is the most important quality.
4. Basic English is helpful.
5. A good worker listens carefully.
6. Staying calm is the second most important quality.
7. Hotels and restaurants can be busy and noisy.
8. Good workers do not panic.
9. Workers need to fix problems quickly.
10. Hospitality workers work as a team.
11. They need to be flexible with time.
12. They may work mornings, nights, weekends and holidays.
13. Small details are important for a good guest experience.
14. Workers should notice things such as dirty tables and missing towels.
15. Workers use computers for check-in, emails and bookings.
16. A typical young tourism worker is young, active and polite.
17. They enjoy new cultures and talking to travelers.

14. One-Sentence Summary

A successful young tourism worker is kind, calm, flexible, helpful, good at teamwork, and able to notice and solve small problems quickly.

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

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

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

Please use the box below
to write your feedback.
Only I can read it.
It is not public.

Please tell me:

• Are the texts and exercises OK?
• Are the topics OK?
• Is the level OK?
• Is it too easy or too difficult?
• Do you want texts about other topics?

Thank you! I appreciate your feedback.

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

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

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

Remember how babies
learn a language:

Babies learn a language by listening.
They use their ears to hear sounds.
Their brain remembers these sounds.
Babies connect sounds with people and things.
They listen to their parents.
Then they copy the sounds they hear. They imitate words.
Slowly, babies learn to speak.

So,
LISTEN, LISTEN, LISTEN, LISTEN………………

• Good teamwork makes a hotel better

A hotel is a busy place. Many people work there every day. Receptionists, housekeepers, waiters, cooks, technicians, and managers all have different jobs. They work in different areas, but they are part of the same team.

Good teamwork is very important in a hotel. Every employee needs to do their job well. They also need to help their colleagues when necessary. For example, a receptionist may need information from housekeeping about a room. A waiter may need help from another waiter when the restaurant is busy.

Good communication is also important. Hotel staff need to share information about guests, rooms, meals, and special events. For example, a family may arrive early, or a guest may need a special meal. The right information must reach the right people.

Housekeeping and reception often work closely together. Reception needs to know which rooms are clean and ready for new guests. Housekeeping needs to know which rooms need cleaning first. When they share information, guests do not have to wait too long for their rooms.

The restaurant team also needs good teamwork. The cooks prepare the food, while the waiters serve the guests. When the restaurant is busy, everyone needs to work quickly and carefully. One person may bring drinks while another person prepares the tables.

Sometimes a problem happens. A guest may complain about a room, food, or noise. The staff should not blame each other. They should work together to find a solution. A quick and friendly response can make the guest feel better.

Respect is another important part of teamwork. Employees have different jobs and different responsibilities, but every job is important. Staff should be polite and helpful to their colleagues.

Good teamwork makes the hotel run better. It also creates a better experience for guests. When employees help each other, communicate well, and work as one team, guests can enjoy their stay more. A successful hotel is not only about beautiful rooms. It is also about people working together.

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

True or false

1. A quick and friendly response can make a guest feel better.
2. Many different people work in a hotel every day.
3. Managers are the only people who communicate with guests.
4. A family may arrive at the hotel earlier than expected.
5. Hotel staff do not need information about special events.
6. One restaurant worker may bring drinks while another prepares the tables.
7. A guest may need a special meal.
8. Guests must always wait a long time before they can get their rooms.
9. Hotel employees can work in different areas.
10. Hotel staff never need to help their colleagues.
    
11. A waiter may need help from another waiter when the restaurant is busy.
12. Employees should blame their colleagues when something goes wrong.
    
13. Sharing information can reduce waiting time for guests.
14. Housekeeping and reception usually work separately.
15. A successful hotel needs more than beautiful rooms.
16. In a busy restaurant, only the cooks need to work quickly.
17. Employees‘ different jobs are not important to the hotel.
18. Housekeeping and reception often work closely together.
19. Guests always arrive at the hotel at the expected time.
20. Hotel employees all have the same job.

___________________________

False: 3,5,8,10,12,14,16,17,19,20

___________________________

Correct version:

1. A quick and friendly response can make a guest feel better.
2. Many different people work in a hotel every day.
3. Managers are the only people who communicate with guests.
   True is: Hotel staff need to communicate with guests and share information.
4. A family may arrive at the hotel earlier than expected.
5. Hotel staff do not need information about special events.
   True is: Hotel staff need to share information about special events.
6. One restaurant worker may bring drinks while another prepares the tables.
7. A guest may need a special meal.
8. Guests must always wait a long time before they can get their rooms.
   True is: When reception and housekeeping share information, guests do not have to wait too long for their rooms.
9. Hotel employees can work in different areas.
10. Hotel staff never need to help their colleagues.
    True is: Hotel staff need to help their colleagues when necessary.
11. A waiter may need help from another waiter when the restaurant is busy.
12. Employees should blame their colleagues when something goes wrong.
    True is: Employees should work together to find a solution when there is a problem.
13. Sharing information can reduce waiting time for guests.
14. Housekeeping and reception usually work separately.
    True is: Housekeeping and reception often work closely together.
15. A successful hotel needs more than beautiful rooms.
16. In a busy restaurant, only the cooks need to work quickly.
    True is: In a busy restaurant, everyone needs to work quickly and carefully.
17. Employees‘ different jobs are not important to the hotel.
    True is: Employees have different jobs and responsibilities, but every job is important.
18. Housekeeping and reception often work closely together.
19. Guests always arrive at the hotel at the expected time.
    True is: A family may arrive early, so hotel staff need to share information.
20. Hotel employees all have the same job.
    True is: Hotel employees have different jobs and responsibilities.

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

Who does what?

Write the correct job:
receptionist, housekeeper, waiter,
cook, technician, or manager.

1. This person prepares food. __________________
2. This person serves guests in the restaurant. __________________
3. This person works at the front desk. __________________
4. This person cleans and prepares rooms. __________________
5. This person can help with technical problems. __________________
6. This person has management responsibilities. __________________
7. This person may need information about clean and ready rooms. __________________
8. This person may help another waiter when the restaurant is busy. __________________
9. This person may need to know which rooms need cleaning first. __________________
10. This person may help solve problems in the hotel. __________________

—————————————-

Correct answers:

1. The cook prepares food.
2. The waiter serves guests in the restaurant.
3. The receptionist works at the front desk.
4. The housekeeper cleans and prepares rooms.
5. The technician can help with technical problems.
6. The manager has management responsibilities.
7. The receptionist may need information about clean and ready rooms.
8. The waiter may help another waiter when the restaurant is busy.
9. The housekeeper may need to know which rooms need cleaning first.
10. The technician may help solve problems in the hotel.

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

Match the situation to the result

Situations

1. Reception gets information from housekeeping.
2. Hotel staff share information.
3. The restaurant is very busy.
4. A guest has a problem.
5. Employees respect each other.
6. Employees help each other.
7. A family arrives early.
8. A guest needs a special meal.
9. The cooks prepare the food.
10. The waiters serve the guests.

Results

A. The food is prepared for the guests.
B. Staff can work together to find a solution.
C. Guests receive their food and service.
D. Every job is seen as important.
E. Hotel staff need to react to the new situation.
F. The right information reaches the right people.
G. The hotel team can work more effectively.
H. Everyone needs to work quickly and carefully.
I. Guests can get the right room information.
J. The hotel needs to make sure the guest receives the correct food.

____________________________

Answers:
1 I, 2 F, 3 H, 4 B, 5 D,
6 G, 7 E, 8 J, 9 A, 10 C

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

Match the Situation to the Result

Match 1–10 with A–J.

Situations

1. Reception gets information from housekeeping.
2. Hotel staff share information.
3. The restaurant is very busy.
4. A guest has a problem.
5. Employees respect each other.
6. Employees help each other.
7. A family arrives early.
8. A guest needs a special meal.
9. The cooks prepare the food.
10. The waiters serve the guests.

Results

A. The food is prepared for the guests.
B. Staff can work together to find a solution.
C. Guests receive their food and service.
D. Every job is seen as important.
E. Hotel staff need to react to the new situation.
F. The right information reaches the right people.
G. The hotel team can work more effectively.
H. Everyone needs to work quickly and carefully.
I. Guests can get the right room information.
J. The hotel needs to make sure the guest receives the correct food.

________________________

Answers:
1 I, 2 F, 3 H, 4 B, 5 D,
6 G, 7 E, 8 J, 9 A, 10 C
_______________________

Correct version:

1. Hotel employees have different jobs, but they are part of the same team.
2. Good teamwork is very important in a hotel.
3. Hotel staff need to share information about guests, rooms, meals, and special events.
4. Reception needs to know which rooms are clean and ready.
5. Housekeeping needs to know which rooms need cleaning first.
6. The cooks prepare the food, while the waiters serve the guests.
7. When the restaurant is busy, everyone needs to work quickly and carefully.
8. A guest may complain about a room, food, or noise.
9. Staff should work together to find a solution.
10. Employees should be polite and helpful to their colleagues.

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

Find evidence in the text – read each statement and find information in the text that supports it.

1. Hotel workers do different jobs.
   
   YOU WRITE:
   Evidence:
   Receptionists, housekeepers, waiters, cooks, technicians, and managers all have different jobs.
   
2. Teamwork helps a hotel work well.

Evidence: _____

3. Reception and housekeeping communicate with each other.

Evidence: _____

4. Some guests receive special meals.

Evidence: _____

5. Hotel workers support their colleagues.

Evidence: _____

6. Guests can wait for their rooms.

Evidence: _____

7. Restaurant workers do different tasks.

Evidence: _____

8. Guests report problems.

Evidence: _____

9. Employees treat their colleagues well.

Evidence: _____

10. Good teamwork makes guests happier.

Evidence: _____

________________________

Correct version:

1. Hotel workers do different jobs.
   → Receptionists, housekeepers, waiters, cooks, technicians, and managers all have different jobs.
2. Teamwork helps a hotel work well.
   → Good teamwork is very important in a hotel.
3. Reception and housekeeping communicate with each other.
   → Reception needs to know which rooms are clean and ready for new guests.
4. Some guests receive special meals.
   → A guest may need a special meal.
5. Hotel workers support their colleagues.
   → They also need to help their colleagues when necessary.
6. Guests can wait for their rooms.
   → When they share information, guests do not have to wait too long for their rooms.
7. Restaurant workers do different tasks.
   → The cooks prepare the food, while the waiters serve the guests.
8. Guests report problems.
   → A guest may complain about a room, food, or noise.
9. Employees treat their colleagues well.
   → Staff should be polite and helpful to their colleagues.
10. Good teamwork makes guests happier.
    → When employees help each other, communicate well, and work as one team, guests can enjoy their stay more.

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

Find a word or phrase in the text that means:

1. people who work in a hotel → __________
2. people who clean hotel rooms → __________
3. people who cook food → __________
4. information about something → __________
5. people staying at a hotel → __________
6. a problem that a guest tells the hotel about → __________
7. a way to solve a problem → __________
8. being polite and valuing other people → __________
9. people who work with you → __________
10. to give information to other people → __________
11. a person who welcomes guests at the front desk → __________
12. a person who serves food and drinks → __________
13. a person who repairs things in a hotel → __________
14. a person who leads or controls a hotel or team → __________
15. a place where people eat and drink in a hotel → __________
16. a meal made for a guest with special needs → __________
17. something that happens at a hotel, such as a special celebration → __________
18. a person who stays in a hotel → __________
19. to say that something is wrong → __________
20. to work with other people as one group → __________

—————————————–

Correct answers:

1. people who work in a hotel → hotel staff
2. people who clean hotel rooms → housekeepers
3. people who cook food → cooks
4. information about something → information
5. people staying at a hotel → guests
6. a problem that a guest tells the hotel about → complaint
7. a way to solve a problem → solution
8. being polite and valuing other people → respect
9. people who work with you → colleagues
10. to give information to other people → share information
11. a person who welcomes guests at the front desk → receptionist
12. a person who serves food and drinks → waiter
13. a person who repairs things in a hotel → technician
14. a person who leads or controls a hotel or team → manager
15. a place where people eat and drink in a hotel → restaurant
16. a meal made for a guest with special needs → special meal
17. something that happens at a hotel, such as a special celebration → special event
18. a person who stays in a hotel → guest
19. to say that something is wrong → complain
20. to work with other people as one group → work as one team

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

Read the three pieces of information in each group. Two are from the text. One is not. Find the information that does not belong.

a) Cooks prepare food.
b) Drivers take guests to the airport.
c) Receptionists work in hotels.

a) Staff need to share information.
b) Staff should work alone.
c) Good teamwork is important in a hotel.

a) A receptionist may need information from housekeeping.
b) A waiter may need help from another waiter.
c) A cook may need help from a taxi driver.

a) A guest may need a new passport.
b) A family may arrive early.
c) A guest may need a special meal.

a) Reception needs to know which rooms are clean.
b) Housekeeping needs to know which rooms need cleaning first.
c) Housekeeping needs to know which guests want to order drinks.

a) Waiters serve guests.
b) Technicians prepare food.
c) Cooks prepare food.

a) One person may bring drinks.
b) Everyone leaves the restaurant when it gets busy.
c) Restaurant staff may need to work quickly.

a) A guest may complain about the weather in another country.
b) A guest may complain about food.
c) A guest may complain about noise.

a) Staff should blame each other when there is a problem.
b) A friendly response can make a guest feel better.
c) Staff should work together to find a solution.

a) Every job is important.
b) Employees should be polite to their colleagues.
c) Only managers deserve respect.

a) Good communication helps hotel staff.
b) Good teamwork means that employees have no different jobs.
c) Good teamwork helps the hotel run better.

a) Beautiful rooms are the only important part of a successful hotel.
b) Guests can enjoy their stay more when employees work together.
c) A successful hotel is not only about beautiful rooms.

_________________________

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

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

Match each situation (1–10) with the correct result (A–J):

Situations

1. Reception gets information about a room from housekeeping.
2. Hotel staff share information about a guest.
3. A family arrives early at the hotel.
4. A guest needs a special meal.
5. The restaurant becomes very busy.
6. A waiter needs help from another waiter.
7. A guest complains about noise.
8. Staff do not blame each other after a problem.
9. Employees are polite and helpful to their colleagues.
10. Hotel employees work as one team.

Results

A. The guest can get the food they need.
B. The team can deal with the busy restaurant better.
C. The hotel can give the guest the right information.
D. The staff can look for an answer together.
E. The guest can feel better after a friendly response.
F. The two workers can finish their work more easily.
G. Reception can know what is happening with the guest.
H. The hotel can prepare for the guest’s arrival.
I. Employees can have a better working relationship.
J. Guests can enjoy their stay more.

___________________________

Answers:
1 C, 2 G, 3 H, 4 A, 5 B,
6 F, 7 E, 8 D, 9 I, 10 J

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

Dialogue, match question and answer:

Questions

1. Where do many different people work every day?
2. Why is teamwork important in a hotel?
3. Which workers may need information about rooms?
4. What information does reception need?
5. What does housekeeping need to know?
6. What may a guest need when they arrive?
7. Who prepares the food in the restaurant?
8. Who serves the guests in the restaurant?
9. What can a guest complain about?
10. How should staff react to a problem?
11. What should employees show to their colleagues?
12. What can guests enjoy more when employees work together?

Answers

A. Respect is important between colleagues.
B. The cooks are responsible for the food.
C. Guests have a better experience during their stay.
D. A special meal can be necessary for a guest.
E. Staff can work together to find a solution.
F. A hotel is a place where many people have jobs every day.
G. The waiters take care of the guests in the restaurant.
H. Housekeeping has to be aware of which rooms need cleaning first.
I. A guest may mention a room, food, or noise.
J. It helps the hotel run better.
K. Reception and housekeeping often share room information.
L. Reception should know which rooms are clean and ready.

__________________________

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

Correct version:

Interviewer: Where do many different people work every day?
Hotel Manager: A hotel is a place where many people have jobs every day.

Interviewer: Why is teamwork important in a hotel?
Hotel Manager: It helps the hotel run better.

Interviewer: Which workers may need information about rooms?
Hotel Manager: Reception and housekeeping often share room information.

Interviewer: What information does reception need?
Hotel Manager: Reception should know which rooms are clean and ready.

Interviewer: What does housekeeping need to know?
Hotel Manager: Housekeeping has to be aware of which rooms need cleaning first.

Interviewer: What may a guest need when they arrive?
Hotel Manager: A special meal can be necessary for a guest.

Interviewer: Who prepares the food in the restaurant?
Hotel Manager: The cooks are responsible for the food.

Interviewer: Who serves the guests in the restaurant?
Hotel Manager: The waiters take care of the guests in the restaurant.

Interviewer: What can a guest complain about?
Hotel Manager: A guest may mention a room, food, or noise.

Interviewer: How should staff react to a problem?
Hotel Manager: Staff can work together to find a solution.

Interviewer: What should employees show to their colleagues?
Hotel Manager: Respect is important between colleagues.

Interviewer: What can guests enjoy more when employees work together?
Hotel Manager: Guests have a better experience during their stay.

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

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

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

Please use the box below
to write your feedback.
Only I can read it.
It is not public.

Please tell me:

• Are the texts and exercises OK?
• Are the topics OK?
• Is the level OK?
• Is it too easy or too difficult?
• Do you want texts about other topics?

Thank you! I appreciate your feedback.

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

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

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

Remember how babies
learn a language:

Babies learn a language by listening.
They use their ears to hear sounds.
Their brain remembers these sounds.
Babies connect sounds with people and things.
They listen to their parents.
Then they copy the sounds they hear. They imitate words.
Slowly, babies learn to speak.

So,
LISTEN, LISTEN, LISTEN, LISTEN………………

You work at the front desk of a * **** hotel in Siem Reap.
A guest approaches you and wants to have information on the APOPO Visitor Center and how rats help find landmines.

The APOPO Visitor Center is in Siem Reap, Cambodia. It is a special place where visitors can learn how rats help find landmines. Many years of war left landmines in the ground. These landmines are very dangerous. People can get hurt or even die if they step on them.

APOPO trains African giant pouched rats to find these landmines. The rats are very smart and light, so they do not set off the landmines. They use their noses to smell the explosives in the ground. When they smell something, they stop and scratch the ground. Then the human team marks the place and removes the landmine safely.

At the visitor center, you can watch a live demonstration. You see how the rats work and learn how they are trained. There are also stories from people who are now safe because the rats cleared the land.

This work is very important. It makes land safe again for people to walk, farm, and live. APOPO’s rats help save lives. Visiting the center is both interesting and educational. It shows how animals and people can work together to make the world better.

_________________________-

Vocabulary::

• a landmine – a bomb that is hidden in the ground. it explodes when someone steps on it.
• to approach somebody – to go near a person.
• dangerous – something that can hurt you.
• to get hurt – to feel pain in your body because of an accident.
• to step on something – to put your foot on something.
• to train somebody – to teach someone how to do something.
• giant – very big.
• a pouched rat – a big rat with pouches (small bags) in its cheeks.
• to be smart – to be clever or to learn things quickly.
• to be light – not heavy. easy to carry.
• to set off a mine – to make a landmine explode.
• to smell – to use your nose to sense something.
• an explosive – a thing that can blow up or explode.
• to scratch – to rub something with your nails or fingers.
• to remove something safely – to take something away in a way that is not dangerous.
• to watch – to look at something carefully.
• to be safe – to be not in danger.
• to clear the land from mines – to take away landmines from the ground.
• educational – you can learn something from it.

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

Match word and definition:

Words

1. a landmine
2. to approach somebody
3. dangerous
4. to get hurt
5. to step on something
6. to train somebody
7. giant
8. a pouched rat
9. to be smart
10. to be light
11. to set off a mine
12. to smell
13. an explosive
14. to scratch
15. to remove something safely
16. to watch
17. to be safe
18. to clear the land from mines
19. educational

Definitions

A. to rub something with your nails or fingers.
B. to teach someone how to do something.
C. a thing that can blow up or explode.
D. to go near a person.
E. to be not in danger.
F. very big.
G. to put your foot on something.
H. something you can learn from.
I. a big rat with pouches in its cheeks.
J. to make a landmine explode.
K. to feel pain in your body because of an accident.
L. not heavy; easy to carry.
M. to look at something carefully.
N. something that can hurt you.
O. to use your nose to sense something.
P. a bomb hidden in the ground that explodes when someone steps on it.
Q. to be clever or learn things quickly.
R. to take away landmines from the ground.
S. to take something away in a way that is not dangerous.

_____________________________

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

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

Match definiton with word:

1. to rub something with your nails or fingers.
2. to teach someone how to do something.
3. a thing that can blow up or explode.
4. to go near a person.
5. to be not in danger.
6. very big.
7. to put your foot on something.
8. something you can learn from.
9. a big rat with pouches in its cheeks.
10. to make a landmine explode.
11. to feel pain in your body because of an accident.
12. not heavy; easy to carry.
13. to look at something carefully.
14. something that can hurt you.
15. to use your nose to sense something.
16. a bomb hidden in the ground that explodes when someone steps on it.
17. to be clever or learn things quickly.
18. to take away landmines from the ground.
19. to take something away in a way that is not dangerous.

Words

A. a landmine
B. to approach somebody
C. dangerous
D. to get hurt
E. to step on something
F. to train somebody
G. giant
H. a pouched rat
I. to be smart
J. to be light
K. to set off a mine
L. to smell
M. an explosive
N. to scratch
O. to remove something safely
P. to watch
Q. to be safe
R. to clear the land from mines
S. educational

Answers

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

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

Multiple-choice test – only one answer correct:

1. What is a landmine?
A. a bomb in the ground that can explode
B. a kind of animal that lives underground
C. a machine that digs holes

2. What does „to approach somebody“ mean?
A. to call someone loudly
B. to go near a person
C. to go away from someone

3. What does „dangerous“ mean?
A. something that can hurt you
B. something that is very nice
C. something that is soft and quiet

4. What does „to get hurt“ mean?
A. to run very fast
B. to feel pain from an accident
C. to be very hungry

5. What does „to step on something“ mean?
A. to hold something in your hand
B. to jump over something
C. to put your foot on something

6. What does „to train somebody“ mean?
A. to teach someone how to do something
B. to talk to someone
C. to play with someone

7. What does „giant“ mean?
A. very quiet
B. very big
C. very fast

8. What is a pouched rat?
A. a machine that finds landmines
B. a bird with a big beak
C. a big rat with small bags in its cheeks

9. What does „to be smart“ mean?
A. to be very old
B. to learn things quickly
C. to sleep a lot

10. What does „to be light“ mean?
A. not short
B. not heavy
C. not cold

11. What does „to set off a mine“ mean?
A. to move something with a machine
B. to make a landmine explode
C. to clean the land

12. What does „to smell“ mean?
A. to touch something with your hand
B. to use your nose to sense something
C. to see something with your eyes

13. What is an explosive?
A. a thing that can blow up
B. a toy for children
C. a kind of soft ball

14. What does „to scratch“ mean?
A. to hit something
B. to rub something with nails or fingers
C. to wash something

15. What does „to remove something safely“ mean?
A. to cover something
B. to break something
C. to take something away in a safe way

16. What does „to watch“ mean?
A. to look at something carefully
B. to jump up and down
C. to read a book

17. What does „to be safe“ mean?
A. to be tired
B. to be not in danger
C. to be in danger

18. What does „to clear the land from mines“ mean?
A. to water the ground
B. to make a map
C. to take landmines out of the ground

19. What does „educational“ mean?
A. something that helps you learn
B. something you can cook
C. something you can wear

_____________________

Answers:

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

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

Gap-fill exercise :

1. A ______ is a bomb hidden under the ground.
   a) landmine
   b) book
   c) tree
2. When you ______ someone, you go near them.
   a) run away from
   b) approach
   c) sleep
3. Something ______ can hurt you.
   a) nice
   b) dangerous
   c) soft
4. If you ______, you feel pain from an accident.
   a) jump
   b) get hurt
   c) laugh
5. To ______ on something means to put your foot on it.
   a) hold
   b) fly
   c) step
6. People ______ animals to teach them.
   a) watch
   b) train
   c) play
7. A giant is very ______.
   a) big
   b) small
   c) fast
8. A pouched rat has small bags in its ______.
   a) nose
   b) cheeks
   c) ears
9. To be smart means to learn ______.
   a) quietly
   b) slowly
   c) quickly
10. If something is light, it is not ______.
    a) heavy
    b) loud
    c) short
11. To set off a mine means to make it ______.
    a) disappear
    b) explode
    c) grow
12. We use our nose to ______ things.
    a) hear
    b) see
    c) smell
13. An explosive can ______.
    a) run
    b) blow up
    c) sleep
14. To scratch means to rub with your ______.
    a) eyes
    b) feet
    c) nails
15. To remove something safely means to take it away without ______.
    a) danger
    b) food
    c) noise

_________________

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

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

True or false?

1. A landmine is a bomb hidden under the ground.
2. To approach somebody means to run away from them.
3. Dangerous things can hurt you.
4. Getting hurt means feeling pain from an accident.
5. To step on something means to hold it in your hand.
6. People train animals to teach them skills.
7. A giant means something very small.
8. A pouched rat has small bags in its cheeks.
9. To be smart means to learn slowly.
10. If something is light, it is not heavy.
11. To set off a mine means to make it explode.
12. We use our nose to see things.
13. An explosive is something that can blow up.
14. To scratch means to rub with your nails.
15. To remove something safely means to take it away with danger.

_________________________

True: 1, 3, 4, 6, 8, 10, 11, 13, 14

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

Fill in, words below:

food – dangerous – safe – scratch – finding – steps –
play – smell – watch – explode –
learn – ground – step –
remove – explosives

1. A landmine is a bomb that is hidden under the ground and is very __________.
2. Rats help people find landmines because they can __________ the bombs under the soil.
3. Landmines can hurt people if they __________ on them by mistake.
4. If someone __________ on a landmine, they can get hurt very badly.
5. People train rats to find landmines by teaching them to smell __________.
6. Rats are light and smart, so they do not make the mines __________ when they walk.
7. A pouched rat has small bags on its body to carry __________ or things.
8. Rats use their nose to smell explosives hidden deep in the __________.
9. When rats __________ the ground, they find landmines safely without setting them off.
10. People __________the rats while they work to make sure they are safe.
11. It is safe for people when rats find and __________ the landmines from the land.
12. After rats find the mines, the land becomes __________ to live and work on.
13. Rats help clear the land from mines so that children can __________ there.
14. The APOPO Visitor Center is a place where people __________how rats find landmines.
15. The trained rats help save many lives by __________ landmines quickly and safely.

———————————————

Answer:

1 dangerous

2 smell

3 step

4 steps

5 explosives

6 explode

7 food

8 ground

9 scratch

10 watch

11 remove

12 safe

13 play

14 learn

15 finding

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

Match each word with its correct definition:

Words:

1. to scratch
2. educational
3. dangerous
4. a landmine
5. to be light
6. to approach somebody
7. to get hurt
8. to set off a mine
9. to smell
10. giant
11. to step on something
12. to train somebody
13. to be smart
14. a pouched rat
15. an explosive
16. to watch
17. to clear the land from mines
18. to remove something safely
19. to be safe

Definitions:

a) To put your foot on something.
b) Something very big.
c) To teach someone or an animal new skills.
d) Something that can explode and cause damage.
e) To rub or scratch a surface with your nails or claws.
f) Not heavy; easy to carry or move.
g) A dangerous bomb hidden under the ground.
h) To make a bomb explode.
i) To use your nose to notice a smell.
j) A type of rat that has small bags on its body.
k) To watch carefully.
l) To take something away without danger.
m) When something can cause harm or injury.
n) To be close to someone or something.
o) To be clever or able to learn well.
p) To become hurt or injured.
q) A place or thing that teaches people new things.
r) To remove landmines and make land safe.
s) Not in danger; protected from harm.

__________________________

e,   2. q,   3. m,   4. g,   5. f,   6. n,   7. p,   
8. h,   9. i,   10. b,   11. a,   12. c,   13. o,   14. j,   
15. d,   16. k,   17. r,   18. l,   19. s
########################

Gap-fill sentences:

train, dangerous, scratch, light, landmine,
smell, smart, approach, safe,
explosive, watch, clear

1. A _______ is a hidden bomb under the ground that can hurt people.
2. Rats are very _______ and can learn to find landmines.
3. People _______ rats to find landmines safely.
4. Rats use their nose to _______ the explosives underground.
5. When rats _______ the ground, they find landmines without making them explode.
6. Landmines are very _______ and can cause serious injury.
7. It is important to _______ the rats while they work to keep them safe.
8. Rats are very _______ so they do not set off the mines when they walk.
9. To _______ somebody means to come closer carefully.
10. After rats work, they help to _______ the land from mines.
11. The mines contain an _______ that explodes if stepped on.
12. People feel _______ when the land is free from landmines.

______________________-

1 landmine, 2 smart, 3 train, 4 smell, 5 scratch, 6 dangerous, 7 watch, 8 light, 9 approach, 10 clear, 11 explosive, 12 safe

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

Interview with a rat trainer, complete – no words given 😉

Interviewer: What do you do as a rat trainer?
Trainer: I train rats to find __________ safely.

Interviewer: How do you train the rats?
Trainer: I teach the rats to smell __________ and find landmines.

Interviewer: Why do you use rats for this work?
Trainer: Rats are __________ and light, so they do not set off the mines.

Interviewer: How do the rats find the landmines?
Trainer: They use their nose to __________ the explosive chemicals under the ground.

Interviewer: What happens when a rat finds a mine?
Trainer: The rat __________ the ground to show the location.

Interviewer: Is it dangerous for the rats?
Trainer: No, the rats are very __________and safe while working.

Interviewer: How long does it take to train a rat?
Trainer: It takes __________ nine months to train a rat well.

Interviewer: What do people __________ at the visitor center?
Trainer: People learn how rats help clear landmines and save lives.

Interviewer: How do you watch the rats when they work?
Trainer: We watch them carefully to make sure they stay __________.

Interviewer: Why is this work important?
Trainer: It makes the land safe for people to __________ and work.

________________________

In correct order:

landmines, explosives, smart, smell, scratches, light, about, learn, safe, live

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

A trainer tells about his everyday work:

I wake up early every day. First, I check the rats in their cages. I give them food and water. Then, I take the rats to the training area. I teach them to smell landmines. When the rats work, I watch them carefully. If a rat finds a mine, I mark the place. After training, I clean the cages and prepare for the next day. Sometimes, I talk to visitors and explain how rats help find landmines. I like my job because it helps make land safe for people.

_____________

Rewrite the story starting with

He wakes up early every day. First, he checks……….

and make all changes necessary.

_____________________

He wakes up early every day. First, he checks the rats in their cages. He gives them food and water. Then, he takes the rats to the training area. He teaches them to smell landmines. When the rats work, he watches them carefully. If a rat finds a mine, he marks the place. After training, he cleans the cages and prepares for the next day. Sometimes, he talks to visitors and explains how rats help find landmines. He likes his job because it helps make land safe for people.

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

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

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

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

Please use the box below
to write your feedback.
Only I can read it.
It is not public.

Please tell me:

• Are the texts and exercises OK?
• Are the topics OK?
• Is the level OK?
• Is it too easy or too difficult?
• Do you want texts about other topics?

Thank you! I appreciate your feedback.

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

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

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

Remember how babies
learn a language:

Babies learn a language by listening.
They use their ears to hear sounds.
Their brain remembers these sounds.
Babies connect sounds with people and things.
They listen to their parents.
Then they copy the sounds they hear. They imitate words.
Slowly, babies learn to speak.

So,
LISTEN, LISTEN, LISTEN, LISTEN………………

• some thoughts – and your thoughts?

Tourists love to visit beautiful cities. They want to live like a local person. They open the Airbnb app and book a nice flat. They walk in the old streets with their bags. They see plants on the walls and clothes hanging outside. They sit in small cafés and drink coffee. They talk to old people and watch children play football. They buy bread from the bakery and look at local shops. It feels real and happy. The city looks full of life and community.

But soon the city changes a lot. Many people who own flats stop renting to local families. They put the flats on Airbnb for short stays. Tourists pay more money for a few nights. The owners make bigger profits this way. Local people look for a home to rent but the prices are too high. Young couples and families with children cannot pay the rent. They pack their boxes and leave the neighbourhood. They say goodbye to their friends and the place they love.

Now the streets look different. There are many tourists with colourful suitcases. They walk in groups and take photos. Signs say “short stay only” and “self check-in”. There are fewer neighbours and fewer local shops. The community is gone. Old people sit alone. Children do not play outside as much. The city feels empty of real life.

Tourists still come and want to live like a local. But the real local people are not there anymore. They had to move far away because they cannot afford the high prices. This is the Airbnb paradox. Visitors destroy the thing they come to enjoy. Cities lose their heart when too many homes become holiday flats for guests only. Local life disappears and only tourists remain.

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

The pros and cons of Airbnb

Airbnb is a popular way to find a place to stay when travelling. People can rent a room, an apartment, or a house from a private person. Airbnb has many good points, but it also has some problems.

One big advantage is the price. An Airbnb can be cheaper than a hotel, especially for families or groups. Guests can also cook their own food, so they do not have to eat in restaurants every day. Another advantage is the large choice. People can find small rooms, modern apartments, houses, and even unusual places to stay.

Airbnb can also give tourists a more local experience. They often stay in normal areas where local people live. This can help visitors see more of everyday life. An apartment can also be more comfortable than a hotel room, especially for a longer holiday. Guests may have a kitchen, a washing machine, and more space.

However, there are also disadvantages. The quality is not always the same. A place may look very good in photos but be different in reality. There can also be problems with cleaning, noise, or the owner. In a hotel, there is usually a reception where guests can ask for help. With Airbnb, this is not always possible.

Another problem is housing. In some cities, many homes are used for tourists instead of local people. This can make it harder for local people to find affordable homes. For this reason, some cities have new rules for Airbnb.

In conclusion, Airbnb can be a cheap and comfortable choice for travellers. It can also offer a more local experience. However, people should read reviews carefully and check the rules before booking.

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

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

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

Please use the box below
to write your feedback.
Only I can read it.
It is not public.

Please tell me:

• Are the texts and exercises OK?
• Are the topics OK?
• Is the level OK?
• Is it too easy or too difficult?
• Do you want texts about other topics?

Thank you! I appreciate your feedback.

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

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

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

Remember how babies
learn a language:

Babies learn a language by listening.
They use their ears to hear sounds.
Their brain remembers these sounds.
Babies connect sounds with people and things.
They listen to their parents.
Then they copy the sounds they hear. They imitate words.
Slowly, babies learn to speak.

So,
LISTEN, LISTEN, LISTEN, LISTEN………………

• a great start of a day

Good morning, team.

Welcome to our morning briefing. Thank you all for coming on time. This short meeting is important because it helps us start the day well. We can talk about yesterday, look at today’s work, and make sure everyone knows what to do. Good communication is very important in a busy hotel.

Yesterday, we had one small problem. A guest in room 214 complained about the air-conditioning. It was very noisy, and the room was also too warm. The guest was not happy, so we sent a technician to the room in the evening. He checked the air-conditioning and fixed the problem. Today, it is working well again. Please remember to check other rooms if guests tell you that something is not working correctly. Listen carefully and report problems quickly. Small problems can become big problems if we do not act quickly.

Today, the hotel is quite busy. We have 75 percent occupancy. Twelve guests will check in, and eight guests will check out. Most of the new guests will arrive in the afternoon, so the front desk will be busy later.

At two o’clock, we have a special arrival. A couple will come to the hotel for their honeymoon. They are staying in room 501. Please prepare the room very carefully. Put fresh flowers in the room and place a nice fruit basket on the table. We also need a short welcome card. Please make sure everything is ready before they arrive. This is a special moment for the couple, and we want them to have a wonderful first impression of our hotel.

Now I will explain your tasks for this morning.

Sokha, you are working at the front desk. Please welcome every guest with a big smile. Help guests with check-in and answer their questions. Please also explain the spa, the swimming pool, and other hotel facilities when necessary.

Bopha, you are helping in housekeeping today. Please start with rooms 301 to 320. Check every room carefully. Make sure the rooms are clean, tidy, and ready for guests. If you find a problem, tell your supervisor.

Arun, you are supporting the restaurant today. A group of fifteen people will arrive for lunch at half past twelve. Please help the waiters prepare the tables and serve the guests. Be friendly and helpful, especially when the restaurant becomes busy.

If you have any questions, please ask me now.

Is everything clear? Good.

Remember, we are one team. When one person is busy, another person should help if possible. Talk to your colleagues and share information. If we work together, our guests will have a better experience.

Our guests come from many different countries. Some may be tired after a long journey, and some may need extra help. A smile, a friendly greeting, and a little patience can make a big difference.

Let us work hard today, but let us also enjoy our work. Happy staff make happy guests.

I know you can all do a great job. Have a good shift, everyone. Thank you very much.

____________________________

Vocabulary:

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

Match the words with the definitions

1. a briefing
2. on time
3. a busy hotel
4. to complain about something
5. to be noisy
6. to fix a problem
7. to report a problem quickly
8. occupancy
9. honeymoon
10. a fruit basket
11. an impression of something
12. to explain
13. a facility
14. to be tidy
15. to support somebody
16. to prepare a table
17. to serve a guest
18. to remember
19. a colleague
20. to share information
21. an experience
22. to be tired
23. a journey
24. patience
25. to enjoy work
26. a shift

Definitions

A. to give information to other people
B. a holiday that a couple takes after they get married
C. to like your work
D. a person who works with you
E. a short meeting where you get important information about work
F. to make a lot of sound
G. the ability to stay calm when something takes a long time
H. to tell someone how or why something works or happens
I. a basket with different kinds of fruit
J. a period of time when you work
K. a hotel with many guests and a lot of work
L. to help somebody
M. to need rest or sleep
N. the number of hotel rooms that have guests
O. something that happens to you and that you remember or learn from
P. to repair something or make a problem better
Q. at the correct time; not late
R. to say that you are not happy about something
S. a place or service in a hotel, such as a pool or gym
T. to give a guest food, drinks, or other help
U. to keep something in your mind and not forget it
V. the feeling or idea you have about something
W. to put plates, glasses, knives, forks, etc. on a table before a meal
X. to be clean and in the right place
Y. to tell someone about a problem soon
Z. a trip from one place to another

____________________________

Answers:
1-E, 2-Q, 3-K, 4-R, 5-F, 6-P, 7-Y,
8-N, 9-B, 10-I, 11-V, 12-H, 13-S, 14-X,
15-L, 16-W, 17-T, 18-U, 19-D, 20-A, 21-O,
22-M, 23-Z, 24-G, 25-C, 26-J
####################

Match the definitions with the words

1. A short meeting where you get important information about work.
2. At the correct time; not late.
3. A hotel with many guests and a lot of work.
4. To say that you are not happy about something.
5. To make a lot of sound.
6. To repair something or make a problem better.
7. To tell someone about a problem soon.
8. The number of hotel rooms that have guests.
9. A holiday that a couple takes after they get married.
10. A basket with different kinds of fruit.
11. The feeling or idea you have about something.
12. To tell someone how or why something works or happens.
13. A place or service in a hotel, such as a pool or gym.
14. To be clean and in the right place.
15. To help somebody.
16. To put plates, glasses, knives, forks, etc. on a table before a meal.
17. To give a guest food, drinks, or other help.
18. To keep something in your mind and not forget it.
19. A person who works with you.
20. To give information to other people.
21. Something that happens to you and that you remember or learn from.
22. To need rest or sleep.
23. A trip from one place to another.
24. The ability to stay calm when something takes a long time.
25. To like your work.
26. A period of time when you work.

Words

A. a journey
B. to support somebody
C. a facility
D. to remember
E. a shift
F. to be noisy
G. a colleague
H. occupancy
I. to enjoy work
J. a fruit basket
K. to explain
L. to complain about something
M. a briefing
N. to serve a guest
O. to be tidy
P. a honeymoon
Q. patience
R. an experience
S. to prepare a table
T. to fix a problem
U. a busy hotel
V. to share information
W. an impression of something
X. to report a problem quickly
Y. on time
Z. to be tired

____________________________

Answers:
1-M, 2-Y, 3-U, 4-L, 5-F, 6-T, 7-X, 8-H,
9-P, 10-J, 11-W, 12-K, 13-C, 14-O, 15-B,
16-S, 17-N, 18-D, 19-G, 20-V, 21-R,
22-Z, 23-A, 24-Q, 25-I, 26-E

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

True or False

1. Arun will help the restaurant team at lunchtime.
2. The hotel is expecting a large wedding party this morning.
3. The guest in room 214 complained about the air-conditioning.
4. Bopha will start with rooms 301 to 320.
5. The welcome gift for the couple is a large chocolate cake.
6. The morning briefing helps the team start the day well.
7. The manager tells staff to avoid helping colleagues who are busy.
8. The honeymoon couple will arrive at two o’clock.
9. The technician repaired a problem with the swimming pool.
10. Twelve guests will check in today.
11. Sokha will show guests how to use the hotel gym.
12. The hotel has 75 percent occupancy today.
13. A technician fixed the air-conditioning problem in the evening.
14. The group coming for lunch has twenty-five people.
15. The hotel will put fresh flowers in the couple’s room.
16. The briefing takes place after the hotel closes for the night.
17. Arun will clean rooms before lunch.
18. Sokha will work at the front desk.
19. The honeymoon couple will stay at the hotel for one night.
20. Bopha will prepare food for the restaurant.

___________________________

Answers:
1-T, 2-F, 3-T, 4-T, 5-F, 6-T, 7-F, 8-T,
9-F, 10-T, 11-F, 12-T, 13-T, 14-F, 15-T,
16-F, 17-F, 18-T, 19-F, 20-F
__________________________

Correct version:

Arun will help the restaurant team at lunchtime.

The hotel is expecting a large wedding party this morning.
The correct statement: The hotel is expecting a group of fifteen people for lunch.

The guest in room 214 complained about the air-conditioning.

Bopha will start with rooms 301 to 320.

The welcome gift for the couple is a large chocolate cake.
The correct statement: The hotel will put fresh flowers and a fruit basket in the couple’s room.

The morning briefing helps the team start the day well.

The manager tells staff to avoid helping colleagues who are busy.
The correct statement: The manager tells staff to help and support colleagues who are busy.

The honeymoon couple will arrive at two o’clock.

The technician repaired a problem with the swimming pool.
The correct statement: The technician repaired a problem with the air-conditioning in room 214.

Twelve guests will check in today.

Sokha will show guests how to use the hotel gym.
The correct statement: Sokha will explain the spa and swimming pool to guests.

The hotel has 75 percent occupancy today.

A technician fixed the air-conditioning problem in the evening.

The group coming for lunch has twenty-five people.
The correct statement: The group coming for lunch has fifteen people.

The hotel will put fresh flowers in the couple’s room.

The briefing takes place after the hotel closes for the night.
The correct statement: The briefing takes place in the morning.

Arun will clean rooms before lunch.
The correct statement: Bopha will work in rooms 301 to 320.

Sokha will work at the front desk.

The honeymoon couple will stay at the hotel for one night.
The correct statement: The briefing does not say how long the honeymoon couple will stay.

Bopha will prepare food for the restaurant.
The correct statement: Arun will support the restaurant team.

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

Who Does What? Match each task with the correct person:

Sokha – Bopha – Arun

1. Welcomes guests at the front desk.
2. Starts work with rooms 301 to 320.
3. Helps the waiters in the restaurant.
4. Helps guests with check-in.
5. Makes sure rooms are clean and tidy.
6. Helps prepare the restaurant for a group of fifteen people.
7. Explains the spa and swimming pool to guests.
8. Works in housekeeping.
9. Helps serve guests at lunchtime.
10. Checks rooms before they are ready for guests.
11. Works at the front desk during the morning.
12. Supports the restaurant team when it is busy.

____________________________

Answers:
1-Sokha, 2-Bopha, 3-Arun, 4-Sokha, 5-Bopha, 6-Arun,
7-Sokha, 8-Bopha, 9-Arun, 10-Bopha, 11-Sokha, 12-Arun

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

Read the morning briefing and find the information in the text:

1. What is the hotel’s occupancy today? _____
2. How many guests will check in? _____
3. How many guests will check out? _____
4. What time will the honeymoon couple arrive? _____
5. What is the number of their room? _____
6. What room had the air-conditioning problem? _____
7. How many rooms will Bopha start with? _____
8. What room numbers will Bopha work on first? _____
9. How many people will come to the restaurant for lunch? _____
10. What time will the restaurant group have lunch? _____

——————————————–

Answers:
1. 75%; 2. 12; 3. 8; 4. 2:00 p.m.; 5. 501; 6. 214; 7. 20 rooms;
8. 301–320; 9. 15 people; 10. 12:30 p.m.

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

Answer the questions

1. Why was the guest in room 214 unhappy? ______________________________
2. When did the technician fix the air-conditioning? ______________________________
3. Why is the morning briefing important? ______________________________
4. What should staff do if a guest says something is wrong? ______________________________
5. Why should room 501 be prepared carefully? ______________________________
6. What should Sokha explain to guests? ______________________________
7. What should Bopha make sure about the rooms? ______________________________
8. Why will Arun be busy at lunchtime? ______________________________
9. How should staff help each other when the hotel is busy? ______________________________
10. Why is it important to be friendly to hotel guests? ______________________________

——————————————-

Answers

1. Because the air-conditioning was too noisy and the room was warm.
2. In the evening.
3. It helps the team start the day well and work together.
4. They should check the problem and report it quickly.
5. Because a honeymoon couple will stay there.
6. The spa and swimming pool.
7. That the rooms are clean and tidy.
8. Because a group of fifteen people will come for lunch.
9. They should talk to each other and support their colleagues.
10. Because guests want to feel welcome and comfortable.

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

Who Says / Needs What?

Sokha, Bopha, Arun, the honeymoon couple,
the guests, or the team?

1. Who needs to welcome guests with a big smile? __________
2. Who needs fresh flowers and a fruit basket? __________
3. Who needs to start work with rooms 301 to 320? __________
4. Who needs to help the waiters at lunchtime? __________
5. Who needs help with check-in? __________
6. Who needs information about the spa and swimming pool? __________
7. Who needs clean and tidy rooms? __________
8. Who needs to work together and support colleagues? __________
9. Who needs a short welcome card? __________
10. Who needs to prepare for fifteen people at lunchtime? __________

——————————————-

Answers:
1. Sokha; 2. the honeymoon couple; 3. Bopha; 4. Arun;
5. the guests; 6. the guests; 7. the guests;
8. the team; 9. the honeymoon couple; 10. Arun

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

Put in correct order

A. Arun helps the restaurant team with the lunch group.
B. The manager welcomes the team to the morning briefing.
C. The team talks about the air-conditioning problem in room 214.
D. Bopha starts work in rooms 301 to 320.
E. The manager talks about the hotel’s occupancy and today’s check-ins and check-outs.
F. The manager explains the special preparation for the honeymoon couple.
G. Sokha works at the front desk and welcomes guests.
H. The manager reminds everyone to work together and support colleagues.

____________________________

Answers:
A-7, B-1, C-2, D-6, E-3, F-4, G-5, H-8
____________________________

Full version:

1. B. The manager welcomes the team to the morning briefing.
2. C. The team talks about the air-conditioning problem in room 214.
3. E. The manager talks about the hotel’s occupancy and today’s check-ins and check-outs.
4. F. The manager explains the special preparation for the honeymoon couple.
5. G. Sokha works at the front desk and welcomes guests.
6. D. Bopha starts work in rooms 301 to 320.
7. A. Arun helps the restaurant team with the lunch group.
8. H. The manager reminds everyone to work together and support colleagues.

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

Read each statement. Then find the sentence in the briefing that proves it. Match each statement with the correct evidence A–J.

Statements

1. The meeting gives employees a chance to organize their work. _____
2. A guest was unhappy with the condition of room 214. _____
3. The air-conditioning is no longer causing trouble. _____
4. Most new guests are expected later in the day. _____
5. The special couple will receive something natural for their room. _____
6. Sokha is responsible for helping people when they arrive. _____
7. Bopha has rooms to deal with before other work. _____
8. Arun will have extra work because a group is coming to eat. _____
9. Hotel employees should assist one another during difficult periods. _____
10. The manager wants visitors to have a pleasant feeling at the hotel. _____

—————————————-

Evidence from the text

A. “Start with rooms 301 to 320.”

B. “They want to feel welcome and comfortable.”

C. “A group of fifteen people will come for lunch at half past twelve.”

D. “It helps us start the day well and work together as a good team.”

E. “Most check-ins will arrive in the afternoon.”

F. “When one person is busy, another person can help.”

G. “Today the air-conditioning works well again.”

H. “Put fresh flowers and a nice fruit basket in the room.”

I. “Sokha, you work at the front desk.”

J. “A guest in room 214 complained about the air-conditioning.”

___________________________

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

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

Fill in, words below:

colleagues – complained – shift – basket –
experience – impression – fixed – f
acilities – report – patience –
occupancy

The morning briefing starts on time because the hotel is busy. Yesterday, a guest _______ about a room because the air-conditioning was noisy. A technician_______the problem, and staff must _______ problems quickly.

Today, _______ is 75 percent. A couple is arriving for their honeymoon. They will find a fruit _______ in their room, giving them a good _______ of the hotel. Staff will explain the hotel _______ and keep rooms tidy.

Everyone must support _______, prepare tables, and serve guests well. Staff should remember to share information with each colleague. Every _______ should be positive, even when guests are tired after a long journey.
_______ is important. Staff should enjoy work during every _______ and help make guests feel welcome and comfortable.

——————————————–

Full version:

The morning briefing starts on time because the hotel is busy. Yesterday, a guest complained about a room because the air-conditioning was noisy. A technician fixed the problem, and staff must report problems quickly.

Today, occupancy is 75 percent. A couple is arriving for their honeymoon. They will find a fruit basket in their room, giving them a good impression of the hotel. Staff will explain the hotel facilities and keep rooms tidy.

Everyone must support colleagues, prepare tables, and serve guests well. Staff should remember to share information with each colleague. Every experience should be positive, even when guests are tired after a long journey. Patience is important. Staff should enjoy work during every shift and help make guests feel welcome and comfortable.

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

You are the manager of the hotel.
Use the cheat sheet below,
give the speech,
record it on your mobile phone,
then listen to your recording……

1. Welcome

• good morning
• thank you for coming on time
• short meeting
• start the day well
• work together
• good communication

2. Yesterday – Problem

• room 214
• air-conditioning
• too noisy
• room too warm
• guest complained
• technician
• fixed in the evening
• working well now
• check other rooms
• report problems quickly

3. Today – Hotel

• busy day
• 75% occupancy
• 12 check-ins
• 8 check-outs
• most arrivals → afternoon

4. Special Guests

• 2:00 p.m.
• honeymoon couple
• room 501
• prepare carefully
• fresh flowers
• fruit basket
• welcome card
• special moment
• good first impression

5. Sokha – Front Desk

• welcome guests
• big smile
• check-in
• answer questions
• explain:
  • spa
  • swimming pool
  • hotel facilities

6. Bopha – Housekeeping

• rooms 301–320
• clean
• tidy
• check carefully
• ready for guests
• problems → tell supervisor

7. Arun – Restaurant

• group: 15 people
• lunch: 12:30
• help waiters
• prepare tables
• serve guests
• friendly
• helpful
• busy restaurant

8. Teamwork

• one team
• help each other
• share information
• talk to colleagues
• support busy colleagues
• solve problems together

9. Guests

• many countries
• different needs
• tired after travel
• answer questions
• be patient
• friendly greeting
• smile
• make guests feel welcome

10. Final Message

• work hard
• enjoy the work
• happy staff → happy guests
• good job
• have a good shift

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to write your feedback.
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• Are the topics OK?
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Remember how babies
learn a language:

Babies learn a language by listening.
They use their ears to hear sounds.
Their brain remembers these sounds.
Babies connect sounds with people and things.
They listen to their parents.
Then they copy the sounds they hear. They imitate words.
Slowly, babies learn to speak.

So,
LISTEN, LISTEN, LISTEN, LISTEN………………

• useful vocabulary