In hospitality, guest satisfaction is the most important goal. Every guest wants to feel welcome, comfortable, and happy. Always listen carefully to guests and answer their questions politely. Notice their needs, like a clean room, good service, or quick help. Solve problems fast and smile often. Small gestures, like remembering a guest’s name or preferences, make them feel special. When guests are happy, they leave good reviews and return to your hotel. Managers and coworkers also notice your efforts. Focusing on guest satisfaction helps your career grow, because it shows that you care about people and take your job seriously.
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to focus on guest satisfaction – to try to make guests happy
a goal – something you want to do or achieve
to feel welcome – to feel happy and comfortable when you arrive
politely – in a nice and respectful way
to notice someone’s need – to see what someone wants or needs
a small gesture – a little action to show kindness
to remember a name – to not forget someone’s name
a preference – something you like more than other things
to make somebody feel special – to make someone feel important or happy
a good review – a positive comment about something or someone
to notice an effort – to see that someone is trying hard
to help a career grow – to support someone to be more successful at work
to care about people – to be kind and helpful to others
to take a job seriously – to do your work with care and attention
2. Build a strong professional network
A professional network is a group of people who can help you in your career. In hospitality, you can meet colleagues, managers, trainers, and other professionals. Talk politely, exchange contacts, and share experiences. Attend training, conferences, or online events. A strong network helps you find new jobs, learn tips, and get advice. It also helps you solve problems faster because you can ask others for help. Be friendly, respectful, and helpful to everyone. Remember, people like to work with those they trust. Building a good professional network is an important step to grow in hospitality and reach higher positions.
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a professional network – a group of people you know for work
a colleague – a person you work with
to exchange contacts – to give and get phone numbers or emails
to share experiences – to talk about what you have done
to attend training – to go to lessons to learn new skills
to get advice – to receive help or tips from someone
to be respectful – to be polite and careful with others
to be helpful – to do things that help others
to trust somebody – to believe that someone is honest and reliable
a step to grow in hospitality – an action to improve your work in hotels or restaurants
to reach a higher position – to get a better job at work
3. Keep learning and adapting to trends
Hospitality is always changing. New technology, guest expectations, and trends appear every year. To succeed, you must keep learning. Take courses, attend workshops, read articles, or watch videos about hotels and service. Learn new skills like digital booking systems or language phrases. Adapt to new trends, like eco-friendly practices or special guest services. Managers notice employees who stay updated. This makes you more valuable and ready for promotions. Learning also keeps your work interesting. When you understand modern trends, you can help your hotel improve and provide better experiences for guests.
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to adapt to trends – to change according to new styles or habits
guest expectations – what guests want or hope for
to appear – to be seen or show up
to succeed – to do well or reach a goal
to attend a workshop – to go to a class to learn something
an eco-friendly practice – a way of doing things that helps the environment
to notice somebody – to see someone or pay attention to them
to stay updated – to know the latest news or information
valuable – important or useful
ready for promotions – prepared to get a better job at work
to improve experiences for guests – to make guests’ time better and more enjoyable
4. Maintain passion for hospitality
Passion for hospitality means you love your work and enjoy helping people. When you are positive, friendly, and patient, guests feel welcome. Passion motivates you to work hard, solve problems, and give your best service. Even when work is busy or stressful, staying enthusiastic helps you and your team. Managers like employees who are motivated and committed. Passion also helps you learn faster, improve your skills, and grow in your career. Remember why you chose hospitality: to make people happy and provide a good experience. When you keep your passion alive, your career and guest satisfaction will grow together.
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to maintain passion – to keep liking and caring about your work
to be patient – to wait calmly without getting angry
to be stressful – to make you feel worried or tense
to stay enthusiastic – to keep being excited and interested
an employee – a person who works for a company
to be motivated – to want to do something well
to be committed – to work hard and stay responsible
to improve skills – to get better at doing something
to grow in one’s career – to become better and get a higher job
to provide a good experience – to make someone happy with what you do
to keep a passion alive – to continue liking and enjoying something
guest satisfaction – guests being happy with their visit
to grow together – to get better with other people as a team
Strategic planning means thinking about the hotel’s future and making good plans. It helps the hotel grow, get more guests, and earn more money. People who do strategic planning look at problems, choose the best solutions, and decide what to do next. They write simple steps for staff to follow and check if the plans work. A good hotel worker thinks ahead, watches trends, and prepares for busy or slow days. They also work with managers to improve services and rooms. Strategic planning helps the hotel reach long-term goals, stay successful, and make guests happy. It is very important for managers at all levels.
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Strategic planning – making a plan to reach important goals.
To earn money – to get money by working.
To choose a solution – to pick the best answer to a problem.
To decide – to make a choice.
To follow steps (at work) – to do things in the right order.
To check if a plan works – to see if a plan is good and successful.
To think ahead – to plan for the future.
To watch a trend – to see what is popular or changing.
To prepare for busy days – to get ready for days with a lot of work.
A slow day – a day with little work.
To improve services – to make work or help better for customers.
A long-term goal – a goal for the future, not today.
To stay successful – to continue to do well.
At all levels – in every part or group of a company or organization.
2. Financial Management
Financial management is about handling money in the hotel. This includes budgets, bills, salaries, and profits. People in this role check daily spending, save money, and plan for future costs. They also prepare reports for the General Manager or owners. Financial management needs careful attention and good math skills. It helps the hotel stay safe and stable. A person with this skill can also make decisions about prices, new investments, or renovations. Good financial management keeps the hotel running well, staff paid on time, and guests happy. It is important for managers, finance staff, and even department heads.
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To handle money – to use or manage money.
To include – to have something as part of a group or list.
A bill – a paper showing how much money you must pay.
A salary – money you get for working.
A profit – money you earn after paying costs.
Daily spending – money you spend every day.
To prepare a report – to make a paper or document with information.
Careful attention – looking at or thinking about something very carefully.
To stay stable – to stay safe, strong, or not change.
A decision – a choice you make.
A new investment – money used to start or buy something to make more money.
A renovation (hotel) – fixing or improving a hotel.
On time – not late.
Finance staff – people who work with money in a company.
A department head – the boss of a department.
3. Marketing & Sales Knowledge
Marketing and sales knowledge means knowing how to attract guests and keep the hotel popular. People with this skill plan advertisements, online campaigns, or special offers. They also know how to talk to travel agencies and companies. Marketing needs creativity, understanding guests, and checking the competition. Sales knowledge helps staff increase bookings, promote rooms, and improve income. This skill is important for the Sales and Marketing Director, managers, and even front desk staff. A hotel with good marketing and sales knowledge will have more guests, more profits, and better reviews. It helps the hotel grow and stay competitive.
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Sales knowledge – knowing how to sell things.
To attract guests – to get people to visit or stay.
To keep popular – to stay liked by many people.
An advertisement – a message to show or sell something.
An online campaign – a plan on the internet to sell or show something.
A special offer – a good price or deal for a short time.
Creativity – the ability to think of new ideas.
To check competition – to look at what other companies do.
To promote rooms – to show rooms to get people to book them.
To improve income – to make more money.
A review – what people say or write about a product or service.
To stay competitive – to stay as good as other companies.
4. Team Leadership & Motivation
Team leadership and motivation mean guiding staff and helping them work well together. A leader shows the right way to do tasks and solves problems. They encourage staff to do their best, be friendly, and stay positive. Motivation includes giving praise, teaching new skills, and listening to ideas. A good leader creates a happy workplace where everyone works together. Leadership and motivation are important for managers, supervisors, and department heads. With these skills, the team can give excellent service to guests, keep the hotel organized, and reach goals. A motivated team is strong and productive. ____________________ Motivation – the feeling that makes you want to do something.
To guide staff – to help and show workers what to do.
To do a task – to finish a piece of work.
To encourage staff – to give workers support and confidence.
To stay positive – to think good thoughts and not be sad.
To give praise – to say something good about someone’s work.
To teach new skills – to show someone how to do something new.
To create a happy workplace – to make work a nice place for everyone.
To give excellent service – to help customers very well.
To keep organized – to keep things in order.
To reach a goal – to finish what you wanted to do.
A motivated team – a group of workers who want to do their best.
5. Customer Satisfaction Strategy
Customer satisfaction strategy is about making guests happy and solving their problems quickly. Staff with this skill know what guests need and want. They listen carefully, help politely, and respond fast. They also notice small details, like clean rooms or friendly service. A good strategy plans ways to improve guests’ experiences every day. It is important for managers, reception, concierge, and all staff. Happy guests leave good reviews, return again, and tell friends about the hotel. This skill helps the hotel grow, earn more money, and keep a strong reputation. Customer satisfaction is the heart of hospitality. _____________________
Customer satisfaction – when customers are happy with a service or product.
To help politely – to help people in a nice and respectful way.
To respond fast – to answer quickly.
To notice small details – to see or pay attention to little things.
To improve guests‘ experiences – to make guests happier and enjoy more.
To leave a good review – to write something nice about a service or product.
To keep a strong reputation – to stay known as good and trustworthy.
The heart of hospitality – the most important part of helping guests and making them feel welcome.
A General Manager leads the whole hotel. They make sure everything runs well — rooms, food, staff, and guests. The GM checks that guests are happy and the team works together. They plan budgets and solve problems quickly. A good GM is friendly, professional, and always looks for ways to make the hotel better.
2. Director of Operations
The Director of Operations manages daily work in the hotel. They check that every department — like housekeeping, front office, and restaurant — follows hotel standards. This person trains managers and supports the team. They also look for new ways to save time and money. Their goal is to give every guest a great experience.
3. Regional Manager
A Regional Manager is responsible for many hotels in different areas. They travel often to visit hotels, meet managers, and check performance. They share ideas and help improve service and profits. A Regional Manager also plans strategies for future growth. They must be good leaders, organized, and able to work with people from many places.
4. Sales and Marketing Director
The Sales and Marketing Director promotes the hotel to attract more guests. They make plans for advertising, online marketing, and partnerships. This person talks to travel agencies and companies to bring business clients. They study the market and create new offers. Their work helps the hotel stay popular and increase its income.
5. Human Resources (HR) Director
The HR Director takes care of all hotel employees. They hire new staff, organize training, and make sure everyone follows company rules. They help workers grow and feel happy at work. The HR Director also solves staff problems and supports teamwork. Their job keeps the hotel strong and the team motivated every day.
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6. Finance Director
The Finance Director manages the hotel’s money. They prepare budgets, pay bills, and check that spending is correct. They also report profits and help managers make smart financial decisions. This person must be careful, good with numbers, and honest. Their work keeps the hotel safe, stable, and ready for future investments.
7. Front Office Manager
The Front Office Manager takes care of the reception and guest services. They make sure check-in and check-out are smooth and fast. This person trains the reception team to smile, be polite, and solve guest problems. They also handle bookings and guest requests. The goal is to make every guest feel welcome and happy.
8. Food and Beverage (F&B) Manager
The Food and Beverage Manager looks after restaurants, bars, and room service. They plan menus, control food quality, and train waiters and chefs. This person also checks that service is fast and friendly. They manage costs and make sure guests enjoy their meals. A good F&B Manager creates a great dining experience for everyone.
9. Revenue Manager
The Revenue Manager studies prices, room sales, and market trends. They decide the best room rates to earn more money for the hotel. This person checks data every day and gives reports to the General Manager. They also help plan promotions and special offers. A smart Revenue Manager helps the hotel stay full and profitable.
10. Executive Housekeeper
The Executive Housekeeper manages the cleaning team in the hotel. They make sure all rooms and public areas are clean, tidy, and ready for guests. They check supplies, plan schedules, and train staff to work carefully. The Executive Housekeeper’s goal is to keep everything fresh and beautiful so guests feel comfortable and safe.
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11. Guest Relations Manager
The Guest Relations Manager helps guests with special needs or problems. They welcome VIPs, answer questions, and make sure everyone feels happy. They also get feedback from guests and share it with the team. A good Guest Relations Manager is friendly, patient, and professional. Their job is to make every guest feel important.
12. Concierge
The Concierge helps guests with activities, transport, and information. They book taxis, tours, tickets, and restaurants. They also give advice about local attractions. A Concierge must know the city well and speak politely with guests. They make the stay easy, fun, and comfortable. Guests trust them for guidance and help.
13. Events Manager
The Events Manager plans and organizes meetings, weddings, and conferences. They work with clients to understand their needs and manage staff to prepare the event. They check decorations, catering, and technical equipment. A good Events Manager is organized, creative, and calm. Their goal is to make every event successful and memorable.
14. Front Desk Supervisor
The Front Desk Supervisor helps the Front Office Manager. They guide reception staff, solve guest problems, and check bookings. They train new receptionists and make sure the desk works smoothly. The supervisor also handles complaints politely. Their work keeps the reception efficient and guests happy.
15. Training Manager
The Training Manager teaches hotel staff new skills. They organize courses for service, safety, languages, and teamwork. They also help new employees learn quickly. A good Training Manager is patient and knows how to explain things simply. Their goal is to make the hotel staff skilled, confident, and ready to give the best service.
If you want to grow in hospitality, you can take special courses or diplomas. These courses teach you how to welcome guests, help them, and solve their problems. You can learn about hotels, restaurants, and tourism. Some schools offer short courses, and some have longer programs. You can study online or in a real classroom. When you finish, you get a certificate or diploma. This helps you find a better job and earn more money. Learning more shows your manager that you are serious and want to improve. It is also a great way to meet new people and share ideas about how to make guests happy.
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to grow in hospitality – to become better at helping and welcoming guests.
to take a course – to study a subject in school or online.
to take a diploma – to complete a study program and get a diploma.
to solve a problem – to find an answer to a problem.
to study online – to learn using the internet.
a certificate – a paper that shows you have finished a course.
to be serious – to not joke and to focus on something.
to improve – to become better at something.
to share ideas – to tell other people your thoughts or plans.
2. Learn languages for international roles
Learning new languages helps you a lot in hospitality. When you speak more than one language, you can talk to guests from different countries. This makes them feel welcome and comfortable. You can start with easy words and phrases for greeting, helping, and thanking guests. For example, learn English, French, Chinese, or Spanish — these are useful in hotels. You can study online, take a class, or practice with friends. Watching movies and listening to music in another language also helps. Knowing languages gives you more chances to get a job in other countries or in international hotels. It also shows guests that you care about them.
__________________________ to feel comfortable – to feel happy and relaxed.
easy words – words that are simple to understand.
to greet – to say hello to someone.
to thank guests – to say “thank you” to people who visit.
to be useful – to help someone or something.
to study online – to learn using the internet.
to practice with friends – to do something together with friends to get better.
to watch movies – to look at a film on TV, computer, or phone.
to care about guests – to help and be kind to people who visit.
Soft skills are very important in hospitality. These are not technical skills but personal ones. Leadership means helping and guiding others to do their best. Communication means speaking and listening well to guests and coworkers. Decision-making means choosing the best solution when there is a problem. You can practice these skills every day at work. Be friendly, calm, and respectful. Try to understand what guests need and help them quickly. If there is a problem, think about what is best for everyone. Managers like workers who can communicate and solve problems well. These skills help you grow and move to higher positions in your job.
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soft skills – personal skills to work well with people.
leadership – the ability to guide or help a group.
communication – the ability to talk, listen, and share ideas.
decision-making – the ability to choose what to do.
to choose the best solution – to pick the best answer or idea.
to practice skills – to do something again and again to get better.
to be respectful – to be kind and polite to others.
4. Be proactive: offer solutions, improve guest experience
Being proactive means not waiting for someone to tell you what to do. In hospitality, it means seeing what guests need before they ask. For example, if you see a guest looking for something, offer help right away. If a guest has a problem, try to find a good solution quickly. You can also give new ideas to your manager to make the hotel better. Maybe you can suggest a faster check-in or a cleaner room design. When you work like this, guests are happier, and your manager sees your effort. Being proactive shows that you care about your job and want to make every guest’s experience special.
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proactive – to do something before a problem happens.
to offer a solution – to give an idea to fix a problem.
to improve guest experience – to make a visitor’s time better.
right away – immediately, without waiting.
to suggest something – to give an idea to someone.
an effort – trying hard to do something.
to care about one’s job – to be interested and responsible in your work.
a special experience – something unusual and memorable.
When you start a new job in hospitality, it is important to work hard every day. Try to do your best, even in small tasks. Listen carefully when your supervisor gives instructions. Do not rush; take time to learn each job step by step. If you make a mistake, don’t worry — learn from it. Try to improve each day. When you clean a room, serve food, or talk to guests, do it with care and attention. Working hard helps people trust you. It also shows that you are serious about your job. The more effort you give, the faster you learn and the better your results will be. Hard work is the key to success.
——————————- to gain experience – to learn new things from doing something
to work hard – to put a lot of effort into your work
to do one’s best – to try as much as you can
a small task – a little job you need to do
a supervisor – a person who watches and helps you at work
to give instructions – to tell someone what to do
to rush – to do something quickly
step by step – doing things slowly, one after another
to make a mistake – to do something wrong
to worry – to feel afraid or nervous about something
to improve – to get better at something
to serve food – to give food to people
to do with care – to do something carefully
to do with attention – to pay attention when doing something
to trust somebody – to believe someone will help or not lie to you
to be serious about a job – to work with focus and responsibility
to give an effort – to try hard to do something
a key to success – something very important to do well
Observe senior staff and ask questions.
Watching experienced staff is one of the best ways to learn. Look carefully at how they speak to guests and how they solve small problems. See how they move, how they smile, and how they stay calm. You can learn good habits from them. If you do not understand something, ask a simple question. Most senior staff are happy to help you. Asking questions shows that you are interested in learning. You can say, “Can you show me, please?” or “How do you do this?” This is polite and helps you learn faster. Always listen to their advice. By observing and asking, you will soon know how to work well and become more confident in your job. —————————–
to observe – to look at something carefully
experienced – having done something many times before
to stay calm – to be quiet and not angry or nervous
a good habit – something good you do regularly
to listen to advice – to hear and follow someone’s suggestion
to become confident in a job – to feel sure and comfortable doing your work
Learn the company systems and operations.
Every hotel or restaurant has its own way of working. There are systems for cleaning, serving, checking guests in, or taking orders. Learn how these systems work step by step. Read instructions or watch how other workers do it. Follow the rules and do things in the right order. For example, in a hotel, you may need to follow a checklist to clean a room or use a computer to register guests. Knowing these systems makes your work easier and faster. It also helps you avoid mistakes. When you understand how your company works, you can help new staff too. Good knowledge of systems and operations helps you grow in your job and move to better positions.
——————————- the company operations – the work and activities of a company
to take an order – to write or accept what a customer wants
to follow rules – to do what the rules say
in the right order – in the correct way or sequence
to register a guest – to write down a guest’s information at a hotel or event
to avoid mistakes – to try not to do something wrong
a good knowledge – knowing a lot about something
to grow in a job – to get better and stronger in your work
to move to a better position – to get a higher or better job
Practice professional behavior: polite language, dressing well, punctuality.
Being professional is very important in hospitality. Always use polite language. Say “Good morning,” “Please,” and “Thank you.” Be friendly, but also respectful. Dress cleanly and wear the correct uniform every day. Your clothes should be neat, your shoes clan, and your hair tidy. Guests often judge the service by how staff look. Also, come to work on time — being punctual shows responsibility. Never arrive late or leave early without permission. When you speak, keep your voice calm and positive. Smile often and make guests feel welcome. Acting professionally makes people trust you and enjoy your service. It also shows your managers that you are ready for more responsibility and future promotion.
——————– to practice professional behavior – to act well and correctly at work
to dress well – to wear nice and clean clothes
punctuality – the habit of being on time
to be respectful – to be polite to other people
to wear a uniform – to wear the special clothes of a job or school
neat clothes – clean and tidy clothes
tidy hair – hair that looks clean and nice
to judge by the look – to decide about someone only by how they look
to be punctual – to arrive or do something on time
to show responsibility – to do your duties well
without permission – without asking to do it
a calm voice – a quiet and soft voice
to act professionally – to behave correctly at work
to trust a person – to believe someone will help or not lie to you
to enjoy a service – to like or be happy with a service
Communication means talking and listening in a good way. In hospitality, you speak with guests, your team, and your manager every day. Use polite words like “please,” “thank you,” and “sorry.” Always smile and look friendly. Listen carefully when people speak to you. If you do not understand, ask again kindly. Speak slowly and clearly, especially with guests from other countries. Use simple words and a warm tone. Good communication helps people feel welcome and happy. It also helps you do your job better and avoid mistakes. When you speak well and listen well, guests will trust you and enjoy their stay. ———————————-
Communication – Talking or writing to share ideas or information.
In a good way – Doing something nicely or correctly.
Polite words – Kind and respectful words like “please” and “thank you.”
Kindly – In a friendly and caring way.
Especially – More than others; in a special way.
A warm tone (speaking) – Speaking with a friendly and nice voice.
To feel welcome – To feel happy and comfortable when you arrive somewhere.
To avoid mistakes – To try not to do something wrong.
To trust somebody – To believe someone is honest and good.
To enjoy a stay – To have a good time while you are visiting a place.
2. Customer Service
Customer service means taking good care of guests. In hospitality, guests must always feel happy and comfortable. Smile and say hello when they arrive. Be friendly and helpful all the time. Listen to what guests need and try to help quickly. If there is a problem, stay calm and be polite. Say “sorry” and find a way to fix it. Never argue with guests. Even small acts of kindness, like opening a door or giving directions, can make guests feel special. Good customer service means patience, kindness, and respect. When guests are happy, they will come back and tell others about your hotel or restaurant. —————————–
Customer service – Helping guests or customers in a friendly way.
To take care of guests – To help guests and make sure they are happy.
To feel comfortable – To feel relaxed and good.
To be helpful – To do things that make it easier for others.
To try to help quickly – To help fast when someone needs something.
To stay calm – To not get angry or worried.
To be polite – To use kind words and good manners.
To fix a problem – To make something work again or make it right.
To argue with a guest – To speak in an angry way with a guest.
An act of kindness – Doing something nice for someone.
To give directions – To tell someone how to go to a place.
To make a guest feel special – To do something kind so a guest feels happy and important.
3. Teamwork
Teamwork means working together with other people. In hotels and restaurants, many people work as a team — in the kitchen, at the front desk, or cleaning rooms. Everyone has a job, but all help each other. Good teamwork means talking nicely, listening, and being kind. If someone needs help, offer to help them. When there is a problem, try to fix it together. Do not blame others. Working as a team makes the job easier and faster. It also makes the place feel friendly and happy. Guests can see when staff work well together. Good teamwork helps everyone do a better job and gives guests a great experience.
————————— A cleaning room (hotel) – A room where staff clean and make the hotel ready for guests.
To talk nicely – To speak in a friendly and kind way.
To be kind – To do nice things for others.
To offer help – To say you want to help someone.
To fix a problem – To make something right or work again.
To blame others – To say someone else did something wrong.
To give guests a great experience – To make guests happy and enjoy their stay.
4. Punctuality & Reliability
Punctuality means coming to work on time. Reliability means people can trust you to do your job. In hospitality, these skills are very important. When you are late, other workers must wait for you or work harder. Always plan to arrive a few minutes early. Being reliable means doing your tasks well every day and following instructions. If you cannot come to work, tell your manager as soon as possible. When you are on time and do your job well, people respect you. It shows that you care about your work and your team. Punctual and reliable workers make guests happy and help the hotel or restaurant run smoothly.
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Punctuality – Being on time.
Reliability – Being someone people can trust to do things well.
To trust somebody – To believe that someone is honest and good.
A skill – Something you can do well.
To be late – To arrive after the correct time.
To be reliable – To do what you say and do it well.
To do a task well – To finish work in a good way.
To follow instructions – To do what someone tells you step by step.
As soon as possible (ASAP) – To do something quickly, without waiting.
To be on time – To arrive at the right time.
To respect somebody – To be kind and polite to someone.
To run smoothly – To work without problems.
5. Problem-Solving
Problem-solving means finding answers when something goes wrong. In hospitality, small problems can happen every day. Maybe a guest gets the wrong room, or the food is late. When this happens, stay calm and polite. Listen carefully to what the guest says. Say “sorry” and try to fix the problem quickly. If you cannot fix it alone, ask your manager for help. Always smile and speak kindly. When you help guests in a good way, they will feel happy and safe. Good problem-solving also means thinking clearly and staying positive. It helps you learn, grow, and do better in your job every day.
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Maybe – It is possible, but not sure.
The food is late – The food comes later than expected.
To stay calm – To not get angry or worried.
To be polite – To use kind words and good manners.
To fix a problem – To make something right or work again.
To speak kindly – To talk in a friendly and nice way.
In a good way – Doing something nicely or correctly.
To feel safe – To not feel danger or worry.
To think clearly – To understand and decide easily.
To stay positive – To think in a happy and good way.
To grow (as a person) – To learn and become a better person.
Advance to supervisor → manager → director → top positions.
Keep learning, build soft skills, and show dedication.
Hospitality is about passion, professionalism, and people skills.
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🏨 Hospitality Career Ladder
🌟 HOTEL OWNER / DIRECTOR
| Runs many hotels or owns a hotel
| Makes big decisions and plans the future
|
👔 GENERAL MANAGER
| Manages the whole hotel
| Leads all departments and staff
|
🧾 MANAGER
| Runs one department (restaurant, front desk, etc.)
| Solves problems and trains workers
|
👥 SUPERVISOR
| Helps manage a small team
| Checks if work is done well
|
💼 FRONT DESK / WAITER / HOUSEKEEPING / KITCHEN HELPER
| First job in hospitality
| Learns how to help guests and work in a team
|
👣 BEGIN YOUR JOURNEY!
| Be polite, on time, and ready to learn
A great housekeeper has good personal qualities. First, they are honest. They do their work carefully and never take anything that is not theirs. They are also friendly. They smile and speak politely to everyone. A housekeeper is responsible. They finish all their tasks on time and do not make mistakes. They are hardworking. They do not get tired and always try their best. A housekeeper is also calm and patient. They do not get angry if something is difficult. They listen carefully to instructions and follow them. These qualities make a housekeeper reliable and trusted in the home.
2. Skills
Clean rooms 🧹
Wash clothes 🧺
Cook simple meals 🍳
Organize things 🗂️
Use cleaning tools 🧽
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A great housekeeper has many important skills. First, they can clean rooms well. They make the bed, dust the furniture, sweep or vacuum the floor, and throw away trash. Second, they can wash clothes. They sort clothes by color, use the washing machine or wash by hand, dry clothes, and iron them to make them neat. Third, they can cook simple meals. They prepare breakfast, lunch, and dinner, follow easy recipes, and keep the kitchen clean. Fourth, they can organize things. They fold clothes, put items in the right place, and make sure everything is easy to find. Finally, they use cleaning tools like brooms, mops, and cloths carefully and safely.
3. Work Habits
Arrive on time ⏰
Follow instructions 📋
Plan your work 🗓️
Pay attention to details 🔍
Finish tasks carefully ✔️
Use cleaning tools 🧽
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A great housekeeper has good work habits. First, they arrive on time every day. Being on time shows they are responsible. Second, they follow instructions from the employer carefully. This helps them do the work correctly. Third, a good housekeeper plans their work. They know what to do first and what to do next. Fourth, they pay attention to details. Small things, like dust or trash, are important. Fifth, they finish tasks carefully. The work should be neat and complete. Finally, a housekeeper knows how to use cleaning tools well. They use a broom, mop, and cloth correctly. Good habits make their work fast, safe, and perfect.
4. Attitude
Positive and polite 😊
Respect people and their home 🏠
Helpful to everyone 🤝
Willing to learn new things 📖
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A great housekeeper has a good attitude. They are always positive and polite. They speak kindly to everyone and smile a lot. They respect people and their home. They never touch things without permission. They keep the house safe and clean. A housekeeper is helpful to everyone. They help the family, guests, and other workers. They do small jobs without complaining. They are friendly and support people when they need help. A great housekeeper is also willing to learn new things. They listen to instructions carefully. They try new ways to work better. They always want to improve. A good attitude makes the housekeeper happy and the family happy too.
5. Extra Tips
Keep the home tidy every day 🧹
Always check your work ✅
Learn small tricks to clean faster ⚡
Smile! Makes people happy 🙂
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A great housekeeper has some extra tips to work better. First, it is important to keep the home tidy every day. Clean rooms, wash dishes, and put things in the right place. Second, always check your work. Look around after cleaning to see if everything is nice and clean. Third, learn small tricks to clean faster. For example, use a good brush or cloth, or do small jobs every day. This saves time and makes cleaning easier. Last, smile! A housekeeper who smiles makes people happy. Being friendly and positive is very important. These small tips help a housekeeper do a great job and make the home nice for everyone.
Friendly and Approachable: A great bartender is nice and makes customers feel welcome. They say hello with a smile and make people feel comfortable.
__________
Situation: A customer enters a bar.
Bartender: Hello! Welcome! How are you today? Customer: Hello! I am fine, thank you. Bartender: Great! Please, have a seat. Can I get you a drink? Customer: Yes, please. I would like a lemonade. Bartender: Of course! One lemonade coming right up.
Comments:
The bartender is friendly because they say hello with a smile and make the customer feel comfortable.
They are welcoming and polite.
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Knowledgeable about Drinks: They know about drinks like cocktails, beer, and wine. They can suggest drinks that customers might like.
__________ Situation: A customer comes to the bar and asks for a drink.
Customer: Hello! I want a drink. What do you suggest? Bartender: Hello! Do you like sweet or strong drinks? (The bartender asks to know customer’s taste. Customer: I like sweet drinks. Bartender: OK. I suggest a strawberry cocktail. It is sweet and very good. (The bartender uses knowledge to recommend a drink.) Customer: Sounds good. I will try that. Bartender: Great! I will make it for you.
Comments:
The bartender listens to the customer’s preference.
The bartender knows drinks and can give a good suggestion.
The bartender helps the customer choose a drink they will like.
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Good Listener: They listen carefully to customers’ orders and wishes, making sure they get the drink they want.
__________ Situation: A customer is at the bar and orders a drink.
Customer: Hello! I want a drink, but I like it not too sweet. Bartender: Okay! You like a drink that is not very sweet. Do you like something fruity or strong? Customer: Fruity, please. Maybe with orange or lemon. Bartender: Great! I make you a fruity cocktail with orange and a little lemon.
Comments:
The bartender listens carefully to the customer’s order.
He repeats what the customer said to make sure he understands.
He asks a question to know exactly what the customer wants.
Finally, he promises to make the right drink.
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Efficient and Organized: A great bartender works fast and can serve many drinks at the same time. They keep the bar clean and tidy.
__________ Scene: Busy bar, many customers.
Customer 1: Excuse me, can I have a beer, please? Bartender: Sure! One beer coming. (pours beer quickly)
Customer 2: I want a cocktail. Bartender: No problem! (prepares cocktail while giving beer to Customer 1)
Customer 3: Can I have a glass of wine? Bartender: Of course! (puts cocktail on the counter, pours wine)
Customer 1: Thank you! Bartender: You’re welcome! Here is your beer. (smiles)
Comment 1: The bartender serves many drinks at the same time. Comment 2: The bartender works fast to help everyone quickly. Comment 3: The bar stays clean and organized even with many orders.
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Personable and Engaging: They talk to customers and make them feel happy. They create a fun atmosphere.
__________ Situation: A bartender at a bar talks to a customer to make them feel happy.
Bartender: Hello! How are you today? Customer: I am okay, thank you. Bartender: That’s good! Did you have a long day? Customer: Yes, very long and tiring. Bartender: Oh, I understand. Maybe a nice drink will help you relax. What do you like? Customer: I like a cold beer. Bartender: Great! I will get it for you. By the way, do you like football? Customer: Yes, I love football! Bartender: Me too! Who is your favorite team? Customer: I like Manchester United. Bartender: Ah, very good! They have a strong team this season.
(Customer smiles and feels happy talking to the bartender.)
Comments:
The bartender talks to the customer and asks questions.
They make the customer feel happy by listening and talking about fun topics.
They create a fun atmosphere by being friendly and interested in the customer’s likes.
This shows the bartender is personable and engaging.
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Responsible Serving: They know when a customer has had too much to drink. They make sure people drink safely.
__________ Situation: A bartender notices a customer drinking too much.
Bartender: Hello! Can I get you another drink? Customer: Yes, one more beer, please. Bartender: I’m sorry, but I think you had enough. How about some water instead? Customer: Oh… okay. Thank you. Bartender: No problem. It’s for your safety.
Comments :
The bartender sees that the customer drank too much.
The bartender politely says no to another drink.
The bartender offers water to keep the customer safe.
The customer understands and is happy.
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Adaptability: They can work well when the bar is busy or if there are problems. They change what they do if needed.
__________ Situation: The bar suddenly becomes very busy.
Customer 1: Excuse me! Can I have a beer, please? Bartender: Of course! One beer coming.
Customer 2: Can I have a cocktail? Bartender: Yes! I will make it after this beer.
Customer 3: Excuse me, I need water. Bartender: Sure! I can get it for you now.
Comments:
The bartender is adaptable because many customers ask for drinks at the same time.
He changes the order of work to help everyone quickly. He stays calm and works well even when it is busy.
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Attention to Detail: They look after small things like decoration on drinks. This makes the drink look nice.
__________ Scene: A customer is at the bar, and the bartender is making a cocktail.
Customer: Excuse me, this drink looks very nice!
Bartender: Thank you! I put a little lemon on the glass. It makes the drink look good.
Customer: Wow! It smells fresh too.
Bartender: Yes. I also put a small leaf on top. Little things can make a big difference.
Customer: I like that. You pay attention to small details.
Bartender: Yes, every drink must look nice for customers.
Comments:
“I put a little lemon on the glass” → This shows the bartender cares about small details.
“I also put a small leaf on top” → Adds more decoration to make the drink nice.
“Little things can make a big difference” → Explains why attention to detail is important.
################
Problem-Solving Skills: They can help quickly if a customer has a problem. They stay calm and polite.
__________ Situation: A customer got the wrong drink.
Customer: Excuse me, I ordered a cola, but this is orange juice. Bartender: Oh, I am sorry! Thank you for telling me. I will get your cola now. Customer: Thank you. Bartender: Here is your cola. I hope you enjoy it.
Comments:
The bartender stays calm and polite.
The bartender listens carefully to the customer’s problem.
The bartender solves the problem quickly by giving the correct drink.
The customer feels happy because the problem is solved nicely.
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Team Player: They work well with other staff. They help each other to give the best service to guests.
__________ Situation: Two bartenders, Anna and Tom, are working during a busy evening.
Anna: Tom, can you help me? I have too many orders. Tom: Yes, I can. I will pour some drinks. Anna: Thank you! You are very helpful. Tom: No problem. We work together to make the guests happy. Anna: Now the bar is clean, and all drinks are ready. Tom: Good job! Teamwork makes our work easy.
Comments:
Anna asks for help → Shows she trusts her teammate.
Tom agrees to help → Shows he is a team player.
They cooperate → They share work to serve guests faster.
Positive comments → They encourage each other, which is important in teamwork.
[PS: I don’t know if the Chinese quotes are correct!]
The GM of a five-star hotel informs his staff about the Dongzhi Festival. As the hotel is expecting a group of Chinese guests he asks various departments what they can do to make the stay a memorable one.
[Tangyuan]
The Dongzhi Festival, or Winter Solstice Festival, is a very special day for Chinese people. It is on December 21, 2025. On this day, families in China come together to eat warm food and spend time with each other. It is a festival about family, warmth, and good wishes for the new season.
Chinese guests usually expect a friendly greeting and a small sign that the hotel knows this special day. They may like to see red and gold decorations, because these colors mean luck and happiness. A small message in the lobby or on the TV saying “Happy Dongzhi Festival – 冬至快乐!” makes them feel welcome.
At breakfast, lunch, or dinner, they may look for warm dishes or something sweet. The most traditional food is tangyuan, sweet rice balls in ginger syrup. This food means family reunion and togetherness. Some guests may also enjoy hot tea with ginger or red dates.
Soft Chinese music in the background can make the atmosphere warm and calm.
When staff say “冬至快乐 (Dōngzhì kuàilè)”, it shows care and respect. Chinese guests feel happy when the hotel understands their culture and traditions. They feel more at home and remember this small but kind celebration.
____________________________
Vocabulary:
a solstice – the day when the sun is farthest north or south; it is the shortest or longest day of the year.
to spend time – to be with someone or do something for some hours.
warmth – a nice hot or friendly feeling.
the 4 seasons – the parts of the year: spring, summer, autumn, and winter.
to expect – to think that something will happen.
a greeting – a word or gesture you say when you meet someone, like “Hello!”.
a sign – something that shows or tells a message.
(decoration) – something you put up to make a place look nice.
to feel welcome – to feel happy and comfortable in a place.
a dish (restaurant) – a type of food that is cooked and served.
tangyuan – sweet round rice balls Chinese people eat for special festivals.
a rice ball – rice made into a small round shape.
ginger syrup – sweet liquid made with ginger and sugar.
family reunion – when family members meet again after some time apart.
togetherness – being close and friendly with other people.
to enjoy – to like something very much.
red dates – a sweet red fruit often used in Chinese tea or desserts.
soft music – quiet and gentle music.
to show care – to do something kind for others.
to show respect – to be polite and value someone’s culture or feelings.
to remember – to keep something in your mind.
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Multiple choice, one answer correct:
1. A solstice is… A) a short or long day B) a round rice ball made carefully C) a warm drink served to guests
2. To spend time means… A) to prepare decorations for a festival B) to do many tasks in a hurry C) to enjoy moments with someone
3. Warmth is… A) a kind hot feeling B) a soft blanket placed on chairs C) a large set of warm lights
4. The 4 seasons are… A) periods when the weather changes each year B) spring, summer, autumn, winter C) soft music, tea, lights, and dessert
5. To expect means… A) to wait for something B) to plan many things carefully C) to show care in many ways
6. A greeting is… A) a word used when meeting someone B) a note with several welcome sentences C) a big poster showing information
7. A sign is… A) a display made from shapes and lights B) a long, decorated poster C) something that shows a message
8. A decoration is… A) something that makes a place nice B) a long arrangement with colors and lights C) a combination of items in a room
9. To feel welcome means… A) to feel happy being here B) to be greeted C) to receive many explanations of rules
10. A dish is… A) a full table of food and drinks B) a plate with ingredients arranged carefully C) a type of food served
11. Tangyuan is… A) sweet rice balls for the festival B) rice with syrup C) rice with extras
12. A rice ball is… A) rice made in a round shape B) rice shaped and sometimes filled with sour things C) a large serving of rice in different shapes
13. Ginger syrup is… A) a liquid made with ingredients B) a mixture boiled with sugar and spices C) sweet liquid with ginger
14. Family reunion is… A) family meets together B) family eats and talks with others C) family goes to many events together
15. Togetherness is… A) being close with other people B) spending time happily with family C) a feeling shown with meals and events
————end of audiofile____________
16. To enjoy means… A) to spend not much time appreciating [To like and be happy about something]moments B) to like something C) to participate in many organized events
17. Red dates are… A) a sweet red fruit B) fruits prepared with sugar in dishes C) items added with other ingredients
18. Soft music is… A) quiet gentle music B) music played with many instruments C) songs with complex arrangements for events
19. To show care means… A) to spend a long time arranging events B) to organize items C) to do something kind for someone
20. To show respect means… A) to be polite to others B) to show gestures C) to organize formal events with ceremonies
21. To remember means… A) to think carefully and take notes B) to keep something in mind C) to collect objects and stories as memories
A solstice – the day when the sun is farthest north or south; it is the shortest or longest day of the year. – a short or long day
To spend time means… – to enjoy moments with someone
Warmth is… – a kind hot feeling
The 4 seasons are… – spring, summer, autumn, winter
To expect means… – to wait for something
A greeting is… – a word used when meeting someone
A sign is… – something that shows a message
A decoration is… – something that makes a place nice
To feel welcome means… – to feel happy being here
A dish (restaurant) is… – a type of food served
Tangyuan is… – sweet rice balls for the festival
A rice ball is… – rice made in a round shape
Ginger syrup is… – sweet liquid with ginger
Family reunion is… – family meets together
Togetherness is… – being close with other people
To enjoy means… – to like something
Red dates are… – a sweet red fruit
Soft music is… – quiet gentle music
To show care means… – to do something kind for someone
To show respect means… – to be polite to others
To remember means… – to keep something in mind
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Match the vocabulary with the correct definition:
Words:
a solstice
to spend time
warmth
the 4 seasons
to expect
a greeting
a sign
decoration
to feel welcome
a dish (restaurant)
tangyuan
a rice ball
ginger syrup
family reunion
togetherness
to enjoy
red dates
soft music
to show care
to show respect
to remember
Definitions:
A. Being close and friendly with other people B. Sweet round rice balls Chinese people eat for special festivals C. A word or gesture you say when you meet someone, like “Hello!” D. Sweet liquid made with ginger and sugar E. To like something very much F. To keep something in your mind G. Rice made into a small round shape H. Quiet and gentle music I. Something you put up to make a place look nice J. When family members meet again after some time apart K. To do something kind for others L. To be polite and value someone’s culture or feelings M. A type of food that is cooked and served N. To feel happy and comfortable in a place O. To be with someone or do something for some hours P. A nice hot or friendly feeling Q. Something that shows or tells a message R. The parts of the year: spring, summer, autumn, and winter S. The day when the sun is farthest north or south; it is the shortest or longest day of the year T. To think that something will happen U. A sweet red fruit often used in Chinese tea or desserts
Tangyuan are sweet rice balls traditionally eaten during Dongzhi Festival.
The Dongzhi Festival is celebrated on December 25 every year. – Correct statement: The Dongzhi Festival is celebrated around December 21–22 every year.
Red and gold decorations symbolize luck and happiness in Chinese culture.
Chinese guests usually expect a greeting and acknowledgment of the festival.
Guests feel more comfortable if the hotel ignores cultural traditions. – Correct statement: Guests feel more comfortable if the hotel acknowledges cultural traditions.
Soft Chinese music can make the hotel atmosphere calm and warm.
Family reunion has nothing to do with Dongzhi Festival. – Correct statement: Family reunion is an important part of the Dongzhi Festival.
Tangyuan symbolizes family togetherness.
Ginger syrup is a traditional decoration used during the festival. – Correct statement: Ginger syrup is a traditional ingredient used to make sweet dishes like tangyuan.
“冬至快乐 (Dōngzhì kuàilè)” is a greeting meaning Happy Dongzhi Festival.
Chinese people eat tangyuan to celebrate the start of spring. – Correct statement: Chinese people eat tangyuan to celebrate the Dongzhi Festival.
Guests may enjoy warm tea with ginger or red dates during the festival.
Dongzhi Festival is about family, warmth, and good wishes.
Guests prefer cold and sour dishes during Dongzhi Festival. – Correct statement: Guests prefer warm and sweet dishes during Dongzhi Festival.
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Interview with a Chinese citizen about the Dongzhi Festival at home, complete, words below:
ginger – at home – family -together – reunion – comfortable – during – special – wishes – atmosphere – syrup – luck
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1. Q: What is the Dongzhi Festival? A: It is the Winter Solstice Festival, a __________ day for families.
2. Q: When is the Dongzhi Festival in 2025? A: It is on December 21.
3. Q: Who celebrates the Dongzhi Festival? A: Chinese families celebrate it ___________.
4. Q: Where do families spend the festival? A: They spend it ___________ with family.
5. Q: Why is the Dongzhi Festival important? A: It is about family, warmth, and good __________.
6. Q: What kind of food do families eat? A: They eat tangyuan, sweet rice balls in ginger __________.
7. Q: What does tangyuan mean? A: It means family __________ and togetherness.
8. Q: How do people drink tea during the festival? A: They may drink warm tea with __________ or red dates.
9. Q: What colors are used for decorations? A: Red and gold, because they mean __________ and happiness.
10. Q: How do people feel when they celebrate? A: They feel happy and __________.
11. Q: What greeting do people say? A: They say “冬至快乐 (Dōngzhì kuàilè)”.
12. Q: How does soft Chinese music help during the festival? A: It makes the __________ warm and calm.
13. Q: Who do people spend time with __________ the festival? A: They spend time with their family.
14. Q: Why do people celebrate the Dongzhi Festival? A: To show care, respect, and enjoy being with _________.
——————————– Correct version:
1. Q: What is the Dongzhi Festival? A: It is the Winter Solstice Festival, a special day for families.
2. Q: When is the Dongzhi Festival in 2025? A: It is on December 21.
3. Q: Who celebrates the Dongzhi Festival? A: Chinese families celebrate it together.
4. Q: Where do families spend the festival? A: They spend it at home with family.
5. Q: Why is the Dongzhi Festival important? A: It is about family, warmth, and good wishes.
6. Q: What kind of food do families eat? A: They eat tangyuan, sweet rice balls in ginger syrup.
7. Q: What does tangyuan mean? A: It means family reunion and togetherness.
8. Q: How do people drink tea during the festival? A: They may drink warm tea with ginger or red dates.
9. Q: What colors are used for decorations? A: Red and gold, because they mean luck and happiness.
10. Q: How do people feel when they celebrate? A: They feel happy and comfortable.
11. Q: What greeting do people say? A: They say “冬至快乐 (Dōngzhì kuàilè)”.
12. Q: How does soft Chinese music help during the festival? A: It makes the atmosphere warm and calm.
13. Q: Who do people spend time with during the festival? A: They spend time with their family.
14. Q: Why do people celebrate the Dongzhi Festival? A: To show care, respect, and enjoy being with family.
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Read:
My name is Li Wei. I celebrate the Dongzhi Festival with my family at home. On this day, we spend time together and eat warm food. The most important food is tangyuan, sweet rice balls in ginger syrup, because they show family togetherness. At home, we put up red and gold decorations for luck and happiness. We also drink warm tea with ginger or red dates. I like to listen to soft Chinese music, which makes the house calm and warm. We greet each other by saying “冬至快乐 (Dōngzhì kuàilè)”. The festival is about family, warmth, and good wishes.
Rewrite the story, start with_
>>>>> His name is Li Wei. He celebrates………..
and make all changes necessary.
______________________________ Correct version:
His name is Li Wei. He celebrates the Dongzhi Festival with his family at home. On this day, they spend time together and eat warm food. The most important food is tangyuan, sweet rice balls in ginger syrup, because they show family togetherness. At home, they put up red and gold decorations for luck and happiness. They also drink warm tea with ginger or red dates. He likes to listen to soft Chinese music, which makes the house calm and warm. They greet each other by saying “冬至快乐 (Dōngzhì kuàilè)”. The festival is about family, warmth, and good wishes.
