• how to…………..

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In a luxury hotel, every guest wants to feel welcome and special. Good service is very important. One staff member can be a role model for others by showing how to work well every day.

A role model always comes to work on time and wears a clean uniform. They smile and say hello to guests and coworkers. When guests ask for help, they listen carefully and answer politely. They stay calm, even when the hotel is busy or when a guest is not happy.

A good staff member helps the team. When someone has too much work, they offer to help. They share ideas and show respect to everyone. When new staff arrive, they can teach them how to do things the right way. This makes the whole team stronger and happier.

A role model also tries to learn new things. They ask questions, learn about the hotel, and try to give better service every day. They care about people, not only about work. They show kindness and respect to guests, managers, and other staff.

When one person works with a good heart and a positive attitude, others see it and want to do the same. Step by step, one staff member can change the atmosphere in the hotel. This person helps everyone give better service and makes the hotel a wonderful place for both guests and staff.

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____________________

Vocabulary:

a role model – a person who shows a good example for others.
to be on time – to arrive at the right time, not late.
to wear a uniform – to put on special clothes for work.
a coworker – a person who works with you in the same place.
to answer politely – to speak in a nice and respectful way.
to stay calm – to not get angry or afraid; to be quiet inside.
to offer help – to tell someone you can help them.
to share ideas – to tell other people what you think.
to show respect – to be kind and listen to other people.
to do something the right way – to do something correctly or properly.
to care about people – to think about others and want them to be happy.
to show kindness – to do or say something nice to help or make someone feel good.
a positive attitude – to think in a happy and hopeful way.
step by step – to do something slowly, one small part at a time.
to change the atmosphere in a hotel – to make the hotel feel different, for example more happy, calm, or friendly.

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

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Multiple choice:

1. A role model is a person who
   a) likes to help others and shows good examples
   b) works only in one department every day
   c) always wears clean and nice clothes
2. When you are on time, you
   a) arrive late but say sorry quickly
   b) arrive at the right time, not late
   c) start work when you feel ready
3. To wear a uniform means
   a) to put on special clothes for work
   b) to change clothes many times every day
   c) to choose clothes that look nice at home
4. A coworker is
   a) a person who works alone in the hotel
   b) a person who works with you in the same place
   c) a manager who checks many reports
5. To answer politely means
   a) to speak nicely and with respect
   b) to speak loudly and fast all the time
   c) to ask many personal questions
6. To stay calm means
   a) to talk about your problems with friends
   b) to run fast when something happens
   c) to be quiet inside and not get angry
7. To offer help means
   a) to wait until someone asks for help
   b) to tell someone you can help them
   c) to ask someone to do your work
8. To share ideas means
   a) to copy what others are doing
   b) to write a long report about guests
   c) to tell other people what you think
9. To show respect means
   a) to only speak to friends and ignore others
   b) to tell people exactly what to do
   c) to be kind and listen to other people
10. To do something the right way means
    a) to try something new without rules
    b) to do something correctly or properly
    c) to finish quickly without thinking
11. To care about people means
    a) to talk only about yourself
    b) to tell others what they must do
    c) to think about others and want them happy
12. To show kindness means
    a) to wait until someone helps you
    b) to keep quiet and not speak to anyone
    c) to do or say something nice to help someone
13. A positive attitude means
    a) to think in a happy and hopeful way
    b) to talk about bad things all the time
    c) to feel bored and complain about work
14. Step by step means
    a) to do something very fast without stopping
    b) to do something slowly, one small part at a time
    c) to wait until someone else starts first
15. To change the atmosphere in a hotel means
    a) to buy new furniture for all rooms
    b) to move the hotel to another place
    c) to make the hotel feel different, for example more friendly

---

__________________

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

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

Gap-fill exercise:

1. A good employee can be __________ for new staff because they show how to work well.
   a) a role model
   b) a manager
   c) a coworker
2. It is important __________ every day so the team can start work on time.
   a) to share ideas
   b) to be on time
   c) to wear a uniform
3. All hotel staff must __________ to look professional.
   a) a positive attitude
   b) do something the right way
   c) wear a uniform
4. I asked my __________ to help me move the boxes to the storage room.
   a) coworker
   b) guest
   c) manager
5. When a guest asks a question, you should always __________.
   a) answer politely
   b) step by step
   c) stay calm
6. Even if a guest is upset, it is important __________ and not get angry.
   a) to offer help
   b) to care about people
   c) to stay calm
7. If you see someone carrying heavy bags, you should __________.
   a) wear a uniform
   b) offer help
   c) answer politely
8. During the meeting, I like __________ to help improve our service.
   a) to be on time
   b) to share ideas
   c) a role model
9. We must always __________ to everyone, no matter their job.
   a) step by step
   b) a role model
   c) show respect
10. You need __________ when preparing the room to make sure everything is correct.
    a) to care about people
    b) to do something the right way
    c) to change the atmosphere in a hotel
11. Good employees always __________ and think about the happiness of others.
    a) care about people
    b) a coworker
    c) a positive attitude
12. Small actions, like helping a guest with their bag, can __________.
    a) share ideas
    b) step by step
    c) show kindness
13. A person with __________ tries to stay happy and positive at work.
    a) stay calm
    b) a positive attitude
    c) on time
14. Learning a new task is easier if you do it __________, one step at a time.
    a) step by step
    b) to wear a uniform
    c) to show respect
15. A friendly smile and kind words can help __________ and make guests feel welcome.
    a) answer politely
    b) change the atmosphere in a hotel
    c) offer help

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

Correct version:

1. A good employee can be a role model for new staff because they show how to work well.
2. It is important to be on time every day so the team can start work on time.
3. All hotel staff must to wear a uniform to look professional.
4. I asked my a coworker to help me move the boxes to the storage room.
5. When a guest asks a question, you should always to answer politely.
6. Even if a guest is upset, it is important to stay calm and not get angry.
7. If you see someone carrying heavy bags, you should to offer help.
8. During the meeting, I like to share ideas to help improve our service.
9. We must always to show respect to everyone, no matter their job.
10. You need to do something the right way when preparing the room to make sure everything is correct.
11. Good employees always to care about people and think about the happiness of others.
12. Small actions, like helping a guest with their bag, can to show kindness.
13. A person with a positive attitude tries to stay happy and positive at work.
14. Learning a new task is easier if you do it step by step, one step at a time.
15. A friendly smile and kind words can help to change the atmosphere in a hotel and make guests feel welcome.

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

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Match the word to its definition:

Words:

1. a role model
2. to be on time
3. to wear a uniform
4. a coworker
5. to answer politely
6. to stay calm
7. to offer help
8. to share ideas
9. to show respect
10. to do something the right way
11. to care about people
12. to show kindness
13. a positive attitude
14. step by step
15. to change the atmosphere in a hotel

Definitions:

A. To think in a happy and hopeful way.
B. To tell other people what you think.
C. To arrive at the right time, not late.
D. To put on special clothes for work.
E. To do something slowly, one small part at a time.
F. To be kind and listen to other people.
G. To tell someone you can help them.
H. A person who works with you in the same place.
I. To do something correctly or properly.
J. To show a good example for others.
K. To not get angry or afraid; to be quiet inside.
L. To do or say something nice to help someone.
M. To make the hotel feel different, for example more friendly.
N. To speak in a nice and respectful way.
O. To think about others and want them to be happy.

---

__________________
Answers:

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

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

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True or false:

1. A role model always comes to work on time.
2. Good service is not important in a luxury hotel.
3. A staff member can help new staff learn the right way to do things.
4. A role model ignores guests when they ask for help.
5. They share ideas and show respect to everyone.
6. A good staff member never helps coworkers when they are busy.
7. One staff member can change the atmosphere in the hotel step by step.
8. A role model wears a clean uniform and smiles at guests.
9. Staff with a positive attitude make others want to work better too.
10. A role model does not try to learn new things.
11. They care about people, not only work.
12. A role model often argues with coworkers to show power.
13. They listen carefully and answer politely when guests ask questions.
14. A role model only cares about their own work, not the team.

---

__________________
True: 1,3,5,7,8,9,11,13

__________________

Correct answers:

A role model always comes to work on time.

Good service is not important in a luxury hotel. True is: Good service is very important in a luxury hotel.

A staff member can help new staff learn the right way to do things.

A role model ignores guests when they ask for help. True is: A role model listens carefully and answers politely when guests ask for help.

They share ideas and show respect to everyone.

A good staff member never helps coworkers when they are busy. True is: A good staff member offers to help when coworkers are busy.

One staff member can change the atmosphere in the hotel step by step.

A role model wears a clean uniform and smiles at guests.

Staff with a positive attitude make others want to work better too.

A role model does not try to learn new things. True is: A role model tries to learn new things every day.

They care about people, not only work.

A role model often argues with coworkers to show power. True is: A role model shows kindness and respect to all staff.

They listen carefully and answer politely when guests ask questions.

A role model only cares about their own work, not the team. True is: A role model helps the team and cares about everyone.

#####################
Interview with Salas, a role model, fill in, words below:

---

staff – welcome – service – kind – enjoy –
busy – attitude – share – managers –
tasks – guests – important

——————————–

Interviewer: Who are you?
Staff: My name is Alex, and I work as a staff member in this hotel.

Interviewer: Where do you work?
Staff: I work in a luxury hotel where every guest wants to feel __________ and special.

Interviewer: How long have you worked in this hotel?
Staff: I have worked here for five years, and I __________ helping guests and the team.

Interviewer: Why do you want to be a role model?
Staff: I want to show other __________ how to work well every day and make the hotel a happy place.

Interviewer: What do you do to help guests?
Staff: I smile, say hello, listen carefully, and always answer __________ when guests ask for help.

Interviewer: When do you stay calm?
Staff: I stay calm when the hotel is __________ or when a guest is not happy, because it is important to give good service.

Interviewer: How do you help your team?
Staff: I offer help when someone has too much work, and I __________ ideas to improve our service.

Interviewer: Which ideas do you share with the team?
Staff: I share ideas about how to do__________the right way and make the team stronger and happier.

Interviewer: Who do you show respect to?
Staff: I show respect to guests, __________, and other staff every day.

Interviewer: Why is it __________ to do things the right way?
Staff: Doing things the right way helps new staff learn and helps the team work better together.

Interviewer: How do you learn new things?
Staff: I ask questions, watch carefully, and try to learn about the hotel and give better __________ every day.

Interviewer: What do you do to care about people?
Staff: I show kindness and respect, and I think about the happiness of __________ and staff.

Interviewer: Can one staff member change the hotel?
Staff: Yes, step by step, one person with a positive __________ can change the atmosphere in the hotel.

Interviewer: What do you want other staff to do?
Staff: I want them to work well, be __________, help the team, and make the hotel a wonderful place for everyone.

---

——————————-
Correct version:

Interviewer: Who are you?
Staff: My name is Alex, and I work as a staff member in this hotel.

Interviewer: Where do you work?
Staff: I work in a luxury hotel where every guest wants to feel welcome and special.

Interviewer: How long have you worked in this hotel?
Staff: I have worked here for five years, and I enjoy helping guests and the team.

Interviewer: Why do you want to be a role model?
Staff: I want to show other staff how to work well every day and make the hotel a happy place.

Interviewer: What do you do to help guests?
Staff: I smile, say hello, listen carefully, and always answer politely when guests ask for help.

Interviewer: When do you stay calm?
Staff: I stay calm when the hotel is busy or when a guest is not happy, because it is important to give good service.

Interviewer: How do you help your team?
Staff: I offer help when someone has too much work, and I share ideas to improve our service.

Interviewer: Which ideas do you share with the team?
Staff: I share ideas about how to do tasks the right way and make the team stronger and happier.

Interviewer: Who do you show respect to?
Staff: I show respect to guests, managers, and other staff every day.

Interviewer: Why is it important to do things the right way?
Staff: Doing things the right way helps new staff learn and helps the team work better together.

Interviewer: How do you learn new things?
Staff: I ask questions, watch carefully, and try to learn about the hotel and give better service every day.

Interviewer: What do you do to care about people?
Staff: I show kindness and respect, and I think about the happiness of guests and staff.

Interviewer: Can one staff member change the hotel?
Staff: Yes, step by step, one person with a positive attitude can change the atmosphere in the hotel.

Interviewer: What do you want other staff to do?
Staff: I want them to work well, be kind, help the team, and make the hotel a wonderful place for everyone.

---

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

Fill in, words below:

step by step – politely – share – teaches –
kindness – on time – welcome – service

———————-

In a luxury hotel, every guest wants to feel __________ and special.
Good __________ is very important.
A role model always comes to work __________and wears a clean uniform.
They smile, say hello, answer__________ and stay calm, even when the hotel is busy.
They offer help, __________ideas, and show respect to everyone.
A role model __________ new staff to do things the right way.
They care about people, show __________, and have a positive attitude.
__________, one staff member can change the atmosphere in the hotel.

__________________

Correct version:

In a luxury hotel, every guest wants to feel welcome and special. Good service is very important. A role model always comes to work on time and wears a clean uniform. They smile, say hello, answer politely, and stay calm, even when the hotel is busy. They offer help, share ideas, and show respect to everyone. A role model teaches new staff to do things the right way. They care about people, show kindness, and have a positive attitude. Step by step, one staff member can change the atmosphere in the hotel.

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

🌟 A summary:

What the Staff Can Do	How to Do It	Why It Is Good
1. Work well every day	Come on time. Keep uniform clean. Do your job carefully. Always smile.	Other staff see your good work and want to do the same.
2. Help your team	Help when someone is busy. Say kind words. Share small tasks.	Teamwork makes work faster and happier.
3. Be polite to everyone	Say “Good morning” and “Thank you.” Speak calmly to guests and staff. Listen when people talk.	Politeness shows respect and makes the hotel feel friendly.
4. Stay calm in problems	When a guest is angry, listen first. Speak slowly and kindly. Ask a supervisor if you need help.	Staying calm helps solve problems and shows good control.
5. Learn new things	Ask questions. Watch how others work. Learn about the hotel and the city.	Learning helps you do your job better and makes you more confident.
6. Care for guests	Remember guest names. Smile and ask how they are. Try to make them happy.	Guests feel special and remember good service.
7. Respect all jobs	Say thank you to housekeeping, kitchen, and security staff.	Respect makes everyone feel important in the team.
8. Keep good attitude	Be positive, even when tired. Say “We can do it!” to others.	A happy attitude gives energy to the team.
9. Follow hotel rules	Know the service standards. Follow safety and hygiene rules.	This keeps the hotel safe and professional.
10. Be proud of your work	Love what you do. Show guests that you are happy to serve them.	Guests feel your pride and trust your service.

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

Words scrambled, which phrase are we looking for?

• a successful life

Before doing that exercise do that one first

______________________

Basics in past simple:

Personal Pronoun	Verb (Past)	Object
I	ate	apples
You	ate	apples
He	ate	apples
She	ate	apples
It	ate	apples
We	ate	apples
You (plural)	ate	apples
They	ate	apples
I	played	football
You	played	football
He	played	football
She	played	football
It	played	football
We	played	football
You (plural)	played	football
They	played	football

Personal Pronoun	Verb (Past Negative)	Object
I	did not eat	apples
You	did not eat	apples
He	did not eat	apples
She	did not eat	apples
It	did not eat	apples
We	did not eat	apples
You (plural)	did not eat	apples
They	did not eat	apples
I	did not play	football
You	did not play	football
He	did not play	football
She	did not play	football
It	did not play	football
We	did not play	football
You (plural)	did not play	football
They	did not play	football

Did + Pronoun	Verb	Object
Did I	eat	apples?
Did you	eat	apples?
Did he	eat	apples?
Did she	eat	apples?
Did it	eat	apples?
Did we	eat	apples?
Did you	eat	apples?
Did they	eat	apples?
Did I	play	football?
Did you	play	football?
Did he	play	football?
Did she	play	football?
Did it	play	football?
Did we	play	football?
Did you	play	football?
Did they	play	football?

Didn’t + Pronoun	Verb	Object
Didn’t I	eat	apples?
Didn’t you	eat	apples?
Didn’t he	eat	apples?
Didn’t she	eat	apples?
Didn’t it	eat	apples?
Didn’t we	eat	apples?
Didn’t you	eat	apples?
Didn’t they	eat	apples?
Didn’t I	play	football?
Didn’t you	play	football?
Didn’t he	play	football?
Didn’t she	play	football?
Didn’t it	play	football?
Didn’t we	play	football?
Didn’t you	play	football?
Didn’t they	play	football?

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

Anika, a general manager at a ***** luxury resort remembers:

I remember when I worked at the front desk of a hotel. I liked my job very much. I met many people from different countries. Every day was new and interesting.

In the morning, I checked the reservations. I prepared the front desk. When guests arrived, I welcomed them with a smile. I helped them check in and gave them keys to their rooms. I told them about the hotel and the city. I answered questions and gave advice for sightseeing.

During the day, I talked to many guests. Some guests needed help with rooms or taxis. Some guests asked about tickets. I liked to help them fast. I also solved problems when something was wrong.

I liked my job because I could make people happy. I tried to remember their names. Sometimes I wrote a welcome note or gave a small gift. Guests felt happy when I helped them.

In the evening, I checked reservations for the next day. I prepared the front desk again. I felt good when guests smiled and said thank you. My job was not easy, but it was very nice. I liked to meet people, help them, and make their stay special.

_____________________

Irregular verbs (list):

meet – met
be – was
give – gave
tell – told
say – said
feel – felt
write – wrote

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

Fill in the correct form of the verb in past simple:

Anika __________ (work) at the front desk of a hotel.
She __________ (like) her job and __________ (meet) many people from different countries.
Every morning, she __________ (check) reservations and __________ (prepare) the desk.
When guests __________ (arrive), she __________ (welcome) them, __________ (help) them check in, __________ (give) them keys, and __________ (tell) them about the hotel and the city.
She __________ (answer) questions and __________ (give) advice.
During the day, she __________ (talk) to guests, __________ (help) with rooms and taxis, and __________ (solve) problems.
She __________ (try) to remember names, __________ (write) welcome notes, and __________ (give) small gifts.
In the evening, she __________ (check) reservations again, __________ (prepar) everything, __________ (feel) proud, and __________ (enjoy) making guests happy.

————————

Correct version:

Anika worked at the front desk of a hotel. She liked her job and met many people from different countries. Every morning, she checked reservations and prepared the desk. When guests arrived, she welcomed them, helped them check in, gave them keys, and told them about the hotel and the city. She answered questions and gave advice. During the day, she talked to guests, helped with rooms and taxis, and solved problems. She tried to remember names, wrote welcome notes, and gave small gifts. In the evening, she checked reservations again, prepared everything, felt proud, and enjoyed making guests happy.

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

Correct the following statements:

1. Did Anika work in the restaurant of the hotel?

>>>>>>>>YOU WRITE:

No, Anika did not work in the restaurant of the hotel.

2. Did she work in the kitchen?
_________________________

3. Did she meet one person from one country only?
_________________________

4. Did she check the reservations at night?
_________________________

5. Did she give tickets to the guests?
_________________________

6. Did she tell them about her life?
_________________________

7. Did she talk to one guest only?
_________________________

8. Did she take care of the garden?
_________________________

9. Did she feel bad when guests said thank you?
_________________________

10. Did she forget names of guest?
_________________________

————————–
Corrrect version:

Did Anika work in the restaurant of the hotel?
No, Anika did not work in the restaurant of the hotel.

Did she work in the kitchen?
No, she did not work in the kitchen.

Did she meet one person from one country only?
No, she did not meet one person from one country only.

Did she check the reservations at night?
No, she did not check the reservations at night.

Did she give tickets to the guests?
No, she did not give tickets to the guests.

Did she tell them about her life?
No, she did not tell them about her life.

Did she talk to one guest only?
No, she did not talk to one guest only.

Did she take care of the garden?
No, she did not take care of the garden.

Did she feel bad when guests said thank you?
No, she did not feel bad when guests said thank you.

Did she forget names of guests?
No, she did not forget names of guests.
#################

True or false:

1. She felt good when guests said thank you.

2. Anika worked in the restaurant of the hotel.

3. She helped guests check in and gave them keys.

4. She told guests about the park.

5. She met many people from different countries.

6. She worked in the kitchen.

7. She liked her job very much.

8. She forgot the names of guests.

9.Anika worked at the front desk of a hotel.

10. She gave tickets to the guests.

11. She answered questions from guests.

12. She wrote welcome notes for guests.

13. She prepared the front desk in the morning.

14. She cooked food for guests.

___________________

True: 1,3,5,7,9,11,12,13

___________________
Correct version:

She felt good when guests said thank you.

Anika worked in the restaurant of the hotel.
True is: Anika worked at the front desk of the hotel.

She helped guests check in and gave them keys.

She told guests about the park.
True is: She told guests about the hotel and the city.

She met many people from different countries.

She worked in the kitchen.
True is: She worked at the front desk of the hotel.

She liked her job very much.

She forgot the names of guests.
True is: She tried to remember the names of guests.

Anika worked at the front desk of a hotel.

She gave tickets to the guests.
True is: She gave keys to the guests.

She answered questions from guests.

She wrote welcome notes for guests.

She prepared the front desk in the morning.

She cooked food for guests.
True is: She prepared the front desk.

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

Give answer:

1. Did she like or hate her job?
   
   YOU WRITE:
   
   She liked her job.
   
2. Did she work in the restaurant or at the front desk?
   _________________________________
   
3. Did she meet many people or only one person?
   _________________________________
   
4. Did she check reservations in the morning or at night?
   _________________________________
   
5. Did she give keys or tickets to guests?
   _________________________________
   
6. Did she tell guests about the hotel or the park?
   _________________________________
   
7. Did she talk to many guests or only one guest?
   _________________________________
   
8. Did she solve problems or ignore them?
   _________________________________
   
9. Did she write welcome notes or letters to her family?
   _________________________________
   
10. Did she feel good or bad when guests said thank you?
    _________________________________
    
    
    ———————————

Correct answers:

Did she like or hate her job? – She liked her job.

Did she work in the restaurant or at the front desk? – She worked at the front desk.

Did she meet many people or only one person? – She met many people.

Did she check reservations in the morning or at night? – She checked reservations in the morning.

Did she give keys or tickets to guests? – She gave keys to guests.

Did she tell guests about the hotel or the park? – She told guests about the hotel.

Did she talk to many guests or only one guest? – She talked to many guests.

Did she solve problems or ignore them? – She solved problems.

Did she write welcome notes or letters to her family? – She wrote welcome notes.

Did she feel good or bad when guests said thank you? – She felt good.

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

Use phrases, write full sentences in past simple:

Give keys to guests

YOU WRITE: She gave keys to guests.

Check reservations in the morning
________________________________

Welcome guests with a smile
________________________________

Talk to many guests
________________________________

Write a welcome note
________________________________

Prepare the front desk
________________________________

Answer questions about the hotel and city
________________________________

Help guests check in
________________________________

Solve problems when something is wrong
________________________________

Feel good when guests say thank you
________________________________

——————————
Correct answers:

She gave keys to guests.

She checked reservations in the morning.

She welcomed guests with a smile.

She talked to many guests.

She wrote a welcome note.

She prepared the front desk.

She answered questions about the hotel and city.

She helped guests check in.

She solved problems when something was wrong.

She felt good when guests said thank you.

____________________

Rewirte the sentences above as questions:

She gave keys to the guests.

YOU WRITE:

Did she give keys to the guests.

She checked reservations in the morning.
___________________________

She welcomed guests with a smile.
___________________________

She talked to many guests.
___________________________

She wrote a welcome note.
___________________________

She prepared the front desk.
___________________________

She answered questions about the hotel and city.
___________________________

She helped guests check in.
___________________________

She solved problems when something was wrong.
___________________________

She felt good when guests said thank you.
___________________________

——————————–

Correct version:

Did she give keys to guests?

Did she check reservations in the morning?

Did she welcome guests with a smile?

Did she talk to many guests?

Did she write a welcome note?

Did she prepare the front desk?

Did she answer questions about the hotel and city?

Did she help guests check in?

Did she solve problems when something was wrong?

Did she feel good when guests said thank you?

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

Short answers in past simple:

Question	Short Answer (Yes/Positive)	Short Answer (No/Negative)
Did she check reservations?	Yes, she did.	No, she didn’t.
Did she give keys to guests?	Yes, she did.	No, she didn’t.
Did she talk to many guests?	Yes, she did.	No, she didn’t.
Was she happy?	Yes, she was.	No, she wasn’t.
Were the guests satisfied?	Yes, they were.	No, they weren’t.

Notes:

For “be,” use was/were directly.

Use did for all verbs except “be.”

The main verb stays in base form in short answers.

Did not can be shortened to didn’t.

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

Give short answers:

1. Did she answer questions about the hotel and city?
   
   YOU WRITE:
   
   Yes, she did.
   
2. Did she give tickets to the guests?
3. Did she talk to many guests?
4. Did she write a letter to her family?
5. Did she help guests check in?
6. Did she welcome guests with a frown?
7. Did she check reservations at night?
8. Did she feel good when guests said thank you?
9. Did she prepare the front desk?
10. Did she ignore problems when something was wrong?
11. Did she give keys to guests?
12. Did she talk to one guest only?
13. Did she write a welcome note?
14. Did she check reservations in the morning?
15. Did she welcome guests with a smile?
16. Did she prepare the kitchen?
17. Did she help guests check out only?
18. Did she feel bad when guests said thank you?
19. Did she solve problems when something was wrong?
20. Did she answer questions about the park?

______________________________

Correct answers:

1. Did she answer questions about the hotel and city? – Yes, she did.
2. Did she give tickets to the guests? – No, she didn’t.
3. Did she talk to many guests? – Yes, she did.
4. Did she write a letter to her family? – No, she didn’t.
5. Did she help guests check in? – Yes, she did.
6. Did she welcome guests with a frown? – No, she didn’t.
7. Did she check reservations at night? – No, she didn’t.
8. Did she feel good when guests said thank you? – Yes, she did.
9. Did she prepare the front desk? – Yes, she did.
10. Did she ignore problems when something was wrong? – No, she didn’t.
11. Did she give keys to guests? – Yes, she did.
12. Did she talk to one guest only? – No, she didn’t.
13. Did she write a welcome note? – Yes, she did.
14. Did she check reservations in the morning? – Yes, she did.
15. Did she welcome guests with a smile? – Yes, she did.
16. Did she prepare the kitchen? – No, she didn’t.
17. Did she help guests check out only? – No, she didn’t.
18. Did she feel bad when guests said thank you? – No, she didn’t.
19. Did she solve problems when something was wrong? – Yes, she did.
20. Did she answer questions about the park? – No, she didn’t.

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

Unscramble words, which phrase are we looking for?:

• self-assessment, how to…………..?
  Some ideas.

---

Why do a hotel self-assessment?

A hotel does a self-assessment to check how well it is working. It helps the hotel understand what is good and what needs improvement. For example, the hotel can see if guests are happy, if the staff works well, if the hotel uses new technology, and if it cares for the environment. A self-assessment helps the hotel plan for the future and stay better than other hotels.

How to do a self-assessment:

1. Look at different areas: For example, guest experience, technology, staff, sustainability, and safety.
2. Give a score: Rate each area from 1 (needs a lot of improvement) to 5 (excellent).
3. Write notes: Explain why you gave the score. Give examples and ideas to improve.
4. Make an action plan: Write short-term and long-term actions to improve the hotel.

Consequences and benefits:

• Guests will have a better experience and may return or recommend the hotel.
• Staff will understand their responsibilities and can improve their work.
• The hotel can save money by using energy and resources carefully.
• The hotel can attract more visitors and grow, especially with trends like wellness, eco-tourism, and local experiences.
• The hotel can stay modern and competitive, using technology and offering new services.

_______________________________
Vocabulary:

• self-assessment – checking your own work or skills.
• an improvement – making something better.
• to care for the environment – to protect nature.
• guest experience – how visitors feel and enjoy their stay.
• sustainability – using things in a way that is good for the future.
• safety – being free from danger.
• to rate something – to give a score or opinion.
• a score – a number or grade for something.
• short-term actions – small things you do now, not later.
• a benefit – something good you get.
• to recommend something – to say something is good for someone.
• a responsibility – something you must do.
• to save money – not spend too much money.
• to use resources carefully – not waste things like water, energy, or materials.
• to attract visitors – to make people want to come.
• eco-tourism – traveling in a way that helps nature and local people.
• to be competitive – to be as good as or better than others.

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

Instructions:

Fill in the scores for each area from 1 (Poor) to 5 (Excellent).
Use the notes column to provide evidence, examples, or explanations.

Category / Sub-Area	Score (1–5)	Notes / Evidence / Suggested Actions
Action Plan – Short Term (6–12 months)		Summarize immediate actions (e.g., implement mobile check-in, train staff on local experiences)
Action Plan – Long Term (1–3 years)		Summarize strategic actions (e.g., develop eco-tourism packages, expand wellness offerings)
Market Readiness & Growth Potential
Awareness of domestic travel trends
Preparedness for international travel growth
Targeting diverse traveler types (business, leisure, wellness)
Emerging destinations & secondary city strategies
Strategic plans for tourism growth
Technology & Digital Readiness
Online booking systems & mobile apps
Mobile check-in/check-out capabilities
Smart room technology (IoT, AI personalization)
Digital marketing & social media engagement
Data analytics for guest preferences & trends
Guest Experience & Local Engagement
Authentic local experiences (cultural tours, activities)
Integration of local food & culinary experiences
Wellness & health-focused offerings
Workation / extended stay readiness
Personalization of guest experiences
Sustainability & Environmental Responsibility
Energy-saving initiatives
Water conservation measures
Plastic reduction & recycling programs
Eco-friendly building or renovation practices
Community engagement & support
Staff Training & Service Quality
Training on modern hospitality standards
Knowledge of local culture & experiences
Digital competency of staff
Guest service & personalization
Staff engagement & retention strategies
Operational Challenges & Risk Management
Infrastructure readiness
Capacity management for crowded periods
Cost & pricing strategy
Contingency planning for fluctuations
Risk assessment for environmental & cultural impacts
Strategic Opportunities
Luxury market offerings
Wellness & health tourism expansion
Food tourism initiatives
Eco-tourism positioning
Marketing in emerging destinations

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Scoring and Interpretation

• Total Score→ Maximum = 160
• Interpretation:
  • 140–160: Excellent readiness
  • 120–139: Good readiness, minor improvements needed
  • 100–119: Average readiness, multiple gaps
  • <100: Low readiness, significant improvements required

---

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

• some ideas, to be prepared

---

Tourism in Asia is growing very fast. Many people want to travel for holidays or work. Hotels and businesses have many opportunities. They can make travel better for tourists and also help local communities.

First, hotels can use simple and smart technology. For example, mobile booking, digital keys, and smart rooms help guests. Technology makes travel faster and easier.

Second, hotels should work with local people. Tourists like authentic experiences. They want to see real life, culture, and local traditions. Hotels can organise village visits, craft workshops, or cultural shows. This helps tourists and also helps local communities.

Third, hotels must care for the environment. They can save water and energy, recycle, and reduce plastic. Eco-friendly hotels are very important for the future. Tourists like to stay in places that protect nature.

Fourth, hotels should train their staff well. Friendly and helpful staff make guests happy and comfortable.

Fifth, hotels can offer different types of travel. Some tourists want wellness trips with yoga or spa. Others want to work while travelling. Cultural tours and adventure trips are also popular.

Finally, hotels can choose less crowded places. Smaller towns and rural areas are interesting for tourists and better for nature.

In conclusion, hotels and businesses can make tourism in Asia better by using technology, helping locals, protecting the environment, and offering different travel experiences.

---

__________________________
Vocabulary:

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to grow fast – To become bigger or more quickly.
an opportunity – A good chance to do something.
a local community – People who live in the same town or area.
a digital key – A key on a phone or computer to open a door.
an authentic experience – A real and true experience, not fake.
real life – The normal life of people, not in stories or movies.
a craft workshop – A class where you make things with your hands.
environment – Nature, the world around us, like trees, water, and animals.
to save water – To use less water and not waste it.
to recycle – To use old things again to make new things.
eco-friendly – Good for nature, not harmful to the environment.
to protect nature – To keep animals, plants, and nature safe.
to train staff – To teach workers how to do their jobs well.
a cultural tour – A visit to see traditions, history, or art of a place.
an adventure trip – A journey with exciting or unusual activities.
finally – At the end, the last point.
a crowded place – A place with many people.
a rural area – A place in the countryside, not a city.
in conclusion – To finish and give the final idea.
to offer an experience – To give someone a chance to see or do something.

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

Aspect	Explanation & Example	Benefits [Something good or helpful that you get from something]
Use simple and smart technology	Hotels can use digital tools to make travel easier and faster for guests. Examples: mobile booking, digital keys, smart rooms, contactless payment.	Faster check-in/out, convenient experience, more satisfied guests.
Work with local communities	Hotels cooperate with local people to give tourists authentic experiences. Examples: village visits, craft workshops, cultural shows, local tours.	Supports local economy, real experiences for tourists, strengthens community connections.
Care for the environment	Hotels adopt eco-friendly practices to protect nature. Examples: save water and energy, recycle, reduce plastic, use solar energy.	Protects the environment, attracts eco-conscious tourists, sustainable tourism.
Train staff well	Staff are trained to provide good service and help guests. Examples: language skills, hospitality training, cultural knowledge.	Better guest experience, higher satisfaction, positive reviews.
Offer different types of travel	Hotels provide options for various tourist interests. Examples: wellness trips (yoga, spa), workation stays, cultural tours, adventure activities.	Attracts more tourists, longer stays, more diverse clientele.
Choose less crowded places	Hotels explore small towns or rural areas instead of only big cities. Examples: rural villages, small islands, countryside resorts.	Reduces overcrowding, preserves local culture, offers unique experiences.
Combine technology and sustainability	Smart solutions support eco-friendly practices. Examples: smart energy systems, digital keys to reduce paper, apps for eco-tours.	Efficient operations, lower costs, greener tourism.
Create unique experiences	Hotels offer memorable activities beyond rooms. Examples: local cooking classes, guided nature walks, traditional performances.	Tourists remember the trip, positive word-of-mouth, repeat visitors.
Adapt to new trends	Hotels adjust services for changing tourist needs. now rwrite that elaborate column presentation in essay, true a2, a2 Examples: digital nomads, family tourism, senior tourism, food tourism.	Broader market, increased bookings, staying competitive.

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

A long summary:

Tourism in Asia is growing very fast. More people have money and time to travel. They travel for holidays, work, and new experiences. Hotels and businesses have many opportunities, but they must also work hard to meet the needs of tourists.

First, hotels can use simple and smart technology. Technology makes travel easier and faster. For example, guests can use mobile booking to reserve a room, digital keys to open doors, and contactless payment to pay without cash. Smart rooms can control lights, air conditioning, or entertainment with a phone. These technologies help tourists feel comfortable and save time.

Second, hotels should work with local communities. Tourists want real experiences. Hotels can organize visits to villages, craft workshops, or cultural shows. Guests can see local life, learn about traditions, and meet local people. At the same time, the community earns money and preserves its culture. This is good for everyone.

Third, hotels must care for the environment. They can save water and energy, recycle, reduce plastic, and use solar energy. Eco-friendly hotels protect nature, and tourists like to stay in places that respect the environment. Combining technology and sustainability is also possible, for example, using apps to guide eco-friendly tours.

Fourth, hotels should train their staff well. Friendly and helpful staff give good service and answer guests’ questions. Staff can learn languages and cultural knowledge. This makes guests feel welcome and enjoy their stay.

Fifth, hotels can offer different types of travel. Some tourists want wellness trips with yoga, meditation, or spa treatments. Others want to work while traveling, called “digital nomads” or “workation” travelers. Cultural tours, adventure trips, and family tourism are also popular.

——end of audio file———

Finally, hotels can choose less crowded places. Smaller towns, villages, or rural areas are interesting for tourists and better for nature. These places give authentic experiences, avoid overcrowding, and help local communities.

In conclusion, the future of hotels and tourism in Asia is bright. Hotels and businesses that use technology, work with local communities, protect the environment, train staff, and offer different types of travel will be successful. Tourists will enjoy safe, comfortable, real, and eco-friendly trips.

---

• possible scenarios?

Tourism in Asia has a very bright future. More people will travel than before COVID-19. Many families will explore new places for work and holidays. Tourists will not only visit famous cities but also smaller towns and rural areas.

Travelers want more than just a hotel room. They look for special and unique experiences. Hotels will offer local tours, cultural shows, and food experiences. This will help guests learn more about real life and traditions.

Sustainability will be very important. Tourists care more about nature and the environment. They will choose hotels that save water and energy and reduce plastic. This is good for both nature and local communities.

Digital tools and smart hotels will become normal. Guests will use mobile check-in, online booking, and smart rooms to make their stay easy and comfortable.

In the future, tourism in Asia will focus on quality, culture, and green travel. Small towns and villages will also benefit from more visitors. Hotels and businesses that use smart technology and care for the environment will be very successful.

👉 The future of tourism is not only about travel. It is about real experiences, sustainability, and connection with local life.

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

🚀 What the Future Will Look Like

• Digital tools and smart hotels will become normal.

• Tourism in Asia will grow more than before COVID-19.

• People will want quality and unique experiences.

• Hotels will offer more than rooms — local tours, food, and cultural activities.

• Smaller cities and rural areas will get more visitors.

• Sustainability will be very important.

• Digital tools and smart hotels will become normal.

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

Aspect	Details
Tourism Growth	Tourism in Asia will grow more than before COVID-19. More people will travel both for work and holidays, including domestic and international trips.
Traveler Preferences	Tourists will look for quality and unique experiences. They will want to explore local culture, traditions, and lifestyle, not just visit popular attractions.
Hotel Services	Hotels will offer more than rooms. They will provide local tours, cultural activities, food experiences, wellness programs, and work-friendly facilities for long stays.
Destinations	Smaller cities, towns, and rural areas will attract more visitors, spreading tourism beyond major cities and helping local communities benefit.
Sustainability	Environmental responsibility will be very important. Hotels and travel providers will focus on saving energy and water, reducing plastic, and supporting local communities.
Technology	Digital tools and smart hotels will become standard. Mobile check-in, online booking, smart rooms, and other tech solutions will make travel easier and more comfortable.

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

A detailed summary:

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The Future of Tourism and Hospitality in Asia

Tourism in Asia is growing very fast. More people travel for holidays and work. Many Asian countries have more money, so people can travel inside their country or abroad. Domestic travel is already very popular. Travel is easier now because countries make visas simple and there are more flights between cities.

Tourists want more than a hotel room. They want real experiences. Many travelers like to see culture, traditions, local life, and food. Wellness and health trips, like yoga or spa, are popular. People also care more about the environment. They choose hotels that save energy, reduce plastic, and help local communities.

Hotels and businesses have big opportunities. Luxury travel is growing because people can spend more money. Small towns and villages are becoming new destinations, not only big cities. Work and travel is another trend. Many people work online, so they stay longer in hotels. Hotels will offer local tours, cultural activities, and food experiences.

There are also challenges. Some places do not have good infrastructure or trained staff. Popular cities are crowded. Prices are rising, and small hotels may not have modern technology. Tourism can hurt nature and culture if it is not managed well.

The future of tourism in Asia is exciting. Travelers want unique experiences, sustainability, and digital services. Hotels will use smart technology, work with local communities, and provide cultural and wellness activities. Smaller cities and rural areas will get more visitors. Tourism will be responsible, green, and more connected to real life.

---

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

• problems ahead?
  
  

Tourism in Asia is growing fast, but there are also many challenges. Not all places are ready for many visitors. Some areas do not have good infrastructure. This means roads, transport, and internet are not strong. Tourists can have problems traveling or finding information easily.

Another big problem is crowded cities. Many people visit famous places like Bangkok or Bali at the same time. This makes traffic very bad, prices go up, and it is hard for tourists to enjoy their trip.

High costs are also a challenge. Hotels, restaurants, and flights can be more expensive. This can make travel difficult for some people.

Many small hotels also do not have modern technology. They cannot offer online booking or mobile check-in. This makes it harder for guests to plan and enjoy their stay.

Tourism can also hurt nature and local culture. When too many tourists visit one place, it can damage the environment. It can also change the way local people live.

To solve these problems, countries and businesses need to plan carefully, train staff, use new technology, and protect nature and culture.

_____________________

Vocabulary:

• a challenge – something that is difficult and needs work.
• hospitality – being friendly and kind to guests.
• infrastructure – basic things like roads, buses, trains, and internet.
• crowded cities – cities with too many people.
• to enjoy a trip – to have a good and happy time when traveling.
• to offer something – to give something to someone.
• to hurt nature – to make plants, animals, or the land feel bad or get worse.
• a local culture – the way people in one place live, eat, speak, and celebrate.
• to damage the environment – to make the world (air, water, trees) dirty or broken.
• to change something – to make something different.
• to plan carefully – to think well before doing something.
• to train staff – to teach workers how to do their job well.
• to protect nature – to keep the land, plants, and animals safe.

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

⚠️ Some Challenges

• Not all places have good infrastructure or trained staff.
• Popular cities are very crowded.
• Prices and costs are going up.
• Some small hotels do not have modern technology.
• Tourism can also hurt nature and local culture if it’s not managed well.

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

Cheat sheet:

Challenge	What It Means	Why It Is a Problem & Example	Possible Solution
Poor infrastructure	Roads, transport, internet, and basic services are not good.	Tourists may find it hard to travel from one place to another. Example: a tourist wants to visit a village, but there is no good road or bus.	Build better roads, improve transport, and give internet access.
Crowded cities	Too many people in one place at the same time.	Tourists can’t move easily, feel tired, and pay higher prices. Example: Bangkok in high season has traffic jams and long lines at sights.	Promote travel to smaller towns, control visitor numbers, build better public transport.
High costs	Hotels, food, and flights become expensive.	Some tourists cannot afford to visit or stay longer. Example: prices for hotel rooms double in popular places during holidays.	Offer different price levels, give discounts in low season.
Lack of technology	Some hotels or places do not use modern tools like online booking.	Tourists cannot book rooms easily or check in fast. Example: a guest cannot book a room online and must call the hotel.	Use simple technology like booking apps and mobile check-in.
Harm to nature and culture	Tourism can hurt the environment and change local traditions.	Example: too many tourists can make beaches dirty or stop old traditions. Nature and culture lose their value.	Limit visitor numbers, keep places clean, respect and support local culture.
Not enough trained staff	Workers do not have good skills for tourism jobs.	Tourists may get bad service or wrong information. Example: a guest asks for help but the hotel worker does not understand.	Train staff well to give better service and help tourists.
Bad planning	Towns and companies don’t prepare well for more tourists.	Example: there are not enough toilets, signs, or places to stay, so tourists feel unhappy.	Make a clear plan before opening places to tourists.

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

A detailed summary:

Tourism in Asia is growing fast, but there are many challenges. One big challenge is poor infrastructure. In some places, the roads are bad, there is no good public transport, and the internet is weak. This makes it difficult for tourists to travel and find information. For example, a visitor may want to see a small village, but there is no bus or clear road.

Another problem is crowded cities. Many tourists visit the same places at the same time. This makes traffic very bad, lines are long, and prices become high. Tourists may feel tired and not enjoy their trip.

High costs are also a problem. Hotels, flights, and food can be very expensive. Some people cannot visit or must stay for a short time. In some places, there is a lack of technology. Many small hotels do not have online booking or mobile check-in. This makes it hard for tourists to plan their stay.

Tourism can also hurt nature and local culture. Too many tourists can make beaches dirty, damage the environment, or change traditions. Another problem is not enough trained staff. When workers do not have good skills, tourists do not get good service or clear information.

There is also bad planning in some towns. They do not prepare for many visitors, so there are not enough toilets, signs, or places to stay. This makes travel less comfortable.

To solve these problems, countries and businesses can build better infrastructure, train staff well, use new technology, and protect nature and culture. They can also plan carefully before bringing in more tourists. With good solutions, tourism can grow in a smart and sustainable way.

• why?

First, luxury travel is growing. People want comfortable hotels, private tours, and special experiences. They like luxury resorts with pools, beautiful views, and good service. They want to feel relaxed and special. This is a good opportunity for hotels to give high-quality service.

Second, wellness and health tourism is popular. Travellers want to feel good in body and mind. They enjoy yoga, meditation, and spa treatments. Calm places in nature are very attractive. Hotels can offer wellness packages, healthy food, and quiet spaces to relax.

Third, food tourism is important. Tourists want to taste local food, visit markets, try traditional dishes, and learn about food culture. This is a good chance for chefs, restaurants, and food producers.

Fourth, many tourists now like new destinations. They visit small towns and villages to see local life, culture, and traditions. Small communities can earn money and welcome visitors.

Fifth, eco-tourism is popular. People care about nature and the environment. They like hotels that protect forests, rivers, and animals. They also want to help local communities.

Finally, work and travel is growing. Many travellers work online while staying in hotels. They need good internet, comfortable rooms, and quiet spaces. Hotels can offer special packages for long stays.

In conclusion, tourism today is about experiences, nature, wellness, food, and culture. Businesses that understand these trends can grow. The future of tourism has many opportunities.

______________________
Vocabulary:

• an experience → something you do or see that you remember
• to feel relaxed → to feel calm and not worried or tired
• an opportunity → a good chance to do something
• to enjoy → to like something and feel happy about it
• spa treatments → special care for your body, like massage or bath
• traditional dishes → food from a country or culture for a long time
• a destination → a place where people travel to
• a community → a group of people living in the same place
• eco-tourism → tourism that helps nature and protects the environment
• to care about the environment → to think about nature and try to help it
• to protect forests → to keep forests safe and not destroy them
• a quiet space → a place with no noise, calm and peaceful
• in conclusion → at the end, to show the final idea
• a trend grows → something becomes more popular over time
  

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

🌱 Big Opportunities for Businesses in Tourism

Tourism is changing fast. Many people travel more often and have more money to spend. This creates many new business opportunities. Here are some of the most important trends:

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✨ 1. Luxury Travel is Growing

More people around the world can now spend more money when they travel.
They want comfortable hotels, private tours, and special experiences.
For example, they like staying in luxury resorts with beautiful views, pools, and good service.
They want to feel special and relaxed.
This is a good chance for hotels and travel companies to offer high-quality services.

---

🧘 2. Wellness and Health Tourism

Many travellers want to feel good in body and mind.
They enjoy activities like yoga retreats, spa treatments, and meditation.
They look for calm places in nature where they can rest and relax.
Hotels can offer wellness packages, healthy food, and quiet spaces to attract these guests.

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🍽️ 3. Food Tourism

Tourists love to try local food when they visit a new country.
They want to taste traditional dishes and learn about food culture.
For example, they may go to food markets, cooking classes, or local restaurants.
This is a great chance for local chefs, restaurants, and food producers to grow.

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🏡 4. New Destinations

Before, most tourists went to big cities like Bangkok or Bali.
Now, many people also want to visit smaller towns and villages.
They want to see local life, culture, and traditions.
This gives small communities a chance to welcome tourists and earn money.

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🌿 5. Eco-Tourism

Many travellers care about nature and the environment.
They want to stay in hotels that protect forests, rivers, and animals.
They also like places that support local people and communities.
Eco-hotels, green tours, and nature experiences are very popular now.

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💻 6. Work and Travel

Today, many people can work online.
They travel to other countries and stay longer in hotels or guesthouses.
They need good internet, comfortable rooms, and quiet places to work.
Hotels can offer special packages for these “digital nomads”.

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🏆 Conclusion

Tourism today is not only about big cities or short holidays.
It is about special experiences, nature, wellness, food, and culture.
Businesses that understand these trends can grow and succeed.
The future of tourism is full of big opportunities.

####################
Some more detailed information on:

1. More and more people around the world can now spend more money when they travel. They do not only want a simple hotel room. They want to stay in beautiful luxury resorts with soft beds, clean bathrooms, and big swimming pools.

Many guests also like private tours, where they can visit special places without big crowds.

They want friendly staff who smile and help them all the time. Good service is very important.

Tourists also like nice views, quiet places, and small gifts.

They want to feel safe, relaxed, and important.
For hotels and travel companies, this is a big chance to grow.

2. Many travellers today want to feel healthy, happy, and relaxed during their holiday. They enjoy doing activities that help their body and mind, such as yoga classes, meditation sessions, spa treatments, or massage.

They often look for peaceful places in nature, like quiet mountains, forests, or gardens, where they can rest and escape from noise and stress. Visitors also like fresh air, calm water, and beautiful surroundings. Hotels and resorts can attract these travellers by offering special wellness packages, healthy meals, meditation rooms, yoga spaces, and quiet corners for rest, making their stay comfortable and relaxing.

3. Many travellers enjoy trying local foods in the places they visit. They like tasting traditional dishes that are special to that country. Tourists often want to learn about how the food is made, the ingredients, and the history behind it. They may visit markets, watch street food vendors, join cooking classes, or eat in local family restaurants.

4. In the past, tourists usually visited big cities such as Bangkok or Bali. Today, many travellers want something different. They like smaller towns, villages, and countryside areas. Visitors are curious about everyday life, local traditions, and cultural activities. They enjoy walking in markets, seeing local farms, and meeting people in their homes.

This interest helps small communities earn money by offering guesthouses, local tours, and craft workshops. Tourists can experience real life, while locals share their culture.
Small villages now have an important role in tourism, creating new jobs and keeping traditions alive.

Some tourists even take food tours to try many different dishes in one day. This interest in local food gives chefs, restaurants, and food producers a great opportunity to earn more money and share their culture.

5. Many travellers today are very careful about nature and the environment. They want to visit places that do not harm forests, rivers, or animals.

Hotels that use clean energy, save water, and recycle waste are very popular.

Visitors also like hotels and tours that help local people earn money and keep their culture alive. For example, tourists enjoy staying in eco-lodges, joining guided nature walks, or seeing farms and villages where people live simply. Eco-tourism gives travellers a chance to enjoy nature safely, learn about local life, and support the community at the same time.

6. Today, a lot of people can work using the internet from anywhere. They do not need to be in their office every day. Many of them travel to other countries and stay in hotels or guesthouses for several weeks or months. While they stay, they need strong and fast internet to do their work.

They also want comfortable rooms with a desk or table to work on. Quiet places are important so they can concentrate.

Hotels and guesthouses can help these travelers by offering special long-stay packages, good Wi-Fi, workspaces, and peaceful areas for digital nomads.

Conclusion:

Tourism today is changing. People do not only visit big cities or take short trips. They want new and special experiences.
They like to spend time in nature, see forests, mountains, rivers, and animals.
Many travellers care about wellness and health. They enjoy yoga, meditation, and spa treatments. Food is very important.
Tourists want to taste local dishes and visit markets.
They also want to learn about culture and traditions in villages and small towns.
Businesses that offer these experiences, take care of nature, and help local people can grow.
Tourism in the future has many opportunities.

####################
Cheat sheet:

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🌱 Big Opportunities for Businesses	✨ What Tourists Want	🏆 What Businesses Can Do
🏨 1. Luxury Travel More people have more money to travel. They want special and beautiful places with very good service.	Comfortable hotels, pools, nice views, private tours.	Build luxury resorts, train staff well, give guests a “special” feeling.
🧘 2. Wellness & Health Travel People want to relax and feel healthy. They look for calm places.	Yoga, meditation, spa, healthy food.	Offer wellness packages, quiet spaces, and healthy menus.
🍽️ 3. Food Tourism Many tourists want to try new local food.	Local dishes, markets, cooking classes.	Support local chefs, food tours, food experiences.
🏡 4. New Destinations Travellers now also visit small towns and villages.	Real culture, traditional life, local people.	Promote small communities, make tours in villages.
🌿 5. Eco-Tourism Tourists care about nature and the environment.	Clean nature, animals, green hotels.	Protect nature, work with local people, use eco-friendly systems.
💻 6. Work and Travel People can work online and travel at the same time.	Good Wi-Fi, comfortable rooms, quiet places.	Offer long-stay deals, good internet, workspaces.
🏆 Conclusion Tourism today is about experiences, not only big cities.	Tourists want nature, wellness, and real culture.	Businesses can grow if they follow these new travel trends.

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• growth, and…………?

Tourism in Asia is growing fast. Many more people will travel in the next years. This is good for hotels, travel companies, and local communities.

1. Many people in Asian countries have more money. They can travel inside their country or abroad. Domestic travel is very popular because it is cheap and easy.

2. Technology is changing hotels. Hotels use mobile check-in, online booking, and smart rooms. Guests want fast and simple service. Technology makes travel easier and more comfortable.

3. Travelers want more than a hotel room. They want to see real life, culture, and local food. Many people also like health and wellness trips, for example yoga, spa, or nature trips.

4. Tourists care about the environment. They choose hotels that save energy, reduce plastic, and help local people. Examples include using solar energy, recycling, or supporting local farmers.

5. Travel is easier in many countries. Simple visas and more flights between cities help more people visit new places.

6. Tourism brings many opportunities. Hotels, travel companies, and local communities can earn money. Travelers want convenience, real experiences, wellness trips, and eco-friendly options. Businesses that understand these needs will be successful.

In conclusion, tourism in Asia will continue to grow. It is interesting and full of opportunities for travelers and local communities.

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_________________
Vocabulary:

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a local community – a group of people who live in the same place, like a town or village
abroad – in another country, not in your own country
domestic travel – traveling inside your own country
a smart room (hotel) – a hotel room with modern technology, like controlling lights or TV with a phone
a wellness trip – a holiday to relax and be healthy, for example yoga or spa
a nature trip – a holiday to see plants, animals, mountains, rivers, or forests
environment – the air, water, land, and nature around us
to save energy – to use less electricity, gas, or fuel to protect the environment
to support locals – to help local people, for example by buying their products or visiting them
an opportunity – a chance to do something good or new
convenience – something that makes life easy or simple
an eco-friendly option – something that is good for the environment
in conclusion – a phrase to finish writing or speaking and say the main idea

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###############
Some more detailed information on:

1. Many people in Asian countries now have more money than before. Because of this, they can travel more often, either inside their own country or to other countries abroad.
   
   Traveling inside the country is called domestic travel. Domestic travel is very popular because it is usually cheaper than going abroad, it takes less time, and it is easier to plan. People can visit cities, villages, mountains, or beaches in their own country and enjoy local culture, food, and attractions.
   
2. Hotels are using new technology to make travel easier. Many hotels have mobile check-in, so guests can check in with their phone without waiting at the front desk. Online booking is also very popular. People can book a hotel room on the internet before they arrive. Some hotels have smart rooms, where guests can control lights, air conditioning, or TV with a phone or tablet.
   
   Guests want fast and simple service, and technology helps with this. For example, they can pay their bill online, order extra services with an app, or get information about the hotel and city on a tablet in their room. Technology makes staying in a hotel more comfortable and convenient.
   
   Hotels that use new technology can make guests happier and save time for staff. Travelers enjoy the experience more because everything is easy, fast, and modern.
   
3. Travelers today want more than just a hotel room. They want to experience real life in the places they visit, see how people live, and learn about local culture. They also want to try local food and see traditional markets or festivals.
   
   Many people enjoy health and wellness trips to relax and feel healthy. For example, they may do yoga, visit a spa, or go on a nature trip to enjoy mountains, rivers, or forests.
   
   These experiences make travel more interesting and memorable because tourists can see and do things that are different from their normal life at home.
   
4. Tourists care about the environment. They want to travel in a way that does not hurt nature. Many tourists choose hotels that save energy, for example by using solar power, energy-saving lights, or efficient heating and cooling. They also like hotels that reduce plastic, for example by using reusable bottles, bags, or containers instead of single-use plastic.
   
   Tourists also want to help local people. This means they support the local community by buying local food, handicrafts, or souvenirs, visiting local markets, or joining activities run by local people. By doing this, tourists can help communities earn money and keep their traditions and culture alive.
   
   Choosing hotels and trips like this is called green travel or eco-friendly travel. It is good for the environment, helps local people, and makes the travel experience more meaningful and authentic.
   
5. Travel is easier in many countries today. Many countries give simple visas, so people do not need a lot of documents or long waiting times to enter. There are also more flights between cities, so it is faster and cheaper to travel to new places. Because of this, more people can visit different countries and cities, see new culture, meet local people, and enjoy different experiences. Travel companies and hotels also help travelers with easy booking and information, making the trip even more comfortable.
   
6. Tourism brings many opportunities for people and businesses. Hotels can earn money by offering good rooms and services. Travel companies can earn by helping people plan trips and tours. Local communities can also earn money by showing their culture, food, and daily life to travelers.
   
   Travelers today want convenience. They like fast and easy service, for example online booking or mobile check-in at hotels. They also want real experiences, like visiting local markets, meeting local people, and learning about culture and traditions. Many travelers enjoy wellness trips, such as yoga, spa, or relaxing in nature. Tourists also care about the environment and choose eco-friendly options, like hotels that save energy, reduce plastic, or support local people.
   
   Businesses that understand what travelers want will be more successful. They can plan trips, hotels, and services that give good experiences, save time, and protect the environment. Tourism can help local people earn money and show their culture to visitors. In the future, the tourism industry will continue to grow, and communities and businesses that meet travelers’ needs will benefit the most.

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Topic	Key Points	Details & Examples
More people travel	Growing wealth in Asia	Many people in Asian countries now have more money than before. This allows them to travel more often. They can travel inside their own country (domestic travel) or abroad (international travel). Domestic travel is very popular because it is cheaper and easier.
More technology	Hotels use technology	Hotels are adopting mobile check-in, online booking, and smart rooms. Guests want fast and convenient service. Technology makes the stay easier and more comfortable. Examples: using apps to control the room, pay bills online, or check in without waiting at the front desk.
Local experiences	Travelers want more than rooms	Tourists want to experience real life, culture, and local food. They are interested in what locals do daily, not just sightseeing. Many also prefer health and wellness trips, such as spa treatments, yoga, or nature retreats.
Green travel	Environmentally conscious choices	Travelers care about the environment and sustainability. They choose hotels that save energy, reduce plastic, and help local communities. Examples: solar energy, recycling programs, eco-friendly toiletries, supporting local farmers or artisans.
Easier travel	Simplified visas and flights	Many countries make travel easier by offering simple visa procedures and more flights between cities. This allows more people to visit new places without hassle. Examples: e-visas, visa-on-arrival, new flight routes between major cities.
Future impact	Growth opportunities	More tourism creates opportunities for hotels, travel companies, and local communities. Local people can earn money by offering experiences, guiding tours, or providing services. Travel companies can expand services with technology and eco-friendly options.
Traveler preferences	What tourists want	Modern travelers value: 1) Convenience (fast service, technology), 2) Authentic experiences (culture, local life), 3) Wellness (health-focused trips), 4) Sustainability (eco-friendly choices). Understanding these trends helps businesses plan for the future.

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• how Asia will welcome the next generation of travelers

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

---

Tourism and hospitality in Asia are growing fast. More people have money and time to travel, both inside their countries and abroad. Hotels, resorts, and travel companies have many opportunities, but also some challenges.

Technology is very important. Guests like mobile booking, digital keys, contactless payment, and smart rooms. Hotels that use technology make travel faster and easier. Travelers also want real experiences. They like to visit villages, markets, and cultural shows. They enjoy nature, local food, and craft workshops.

Sustainability is growing. Tourists want eco-friendly hotels and tours that protect the environment. This includes using solar energy, recycling, reducing plastic, and supporting local communities. Wellness and health travel are also popular, with yoga, meditation, and spa trips. Food tourism is a big trend, and tourists enjoy tasting local dishes and visiting food markets.

New destinations are becoming popular. Travelers visit smaller cities, rural areas, and islands, not just big cities like Bangkok or Bali. Luxury and budget travel grow together. Some tourists combine work and travel, called “digital nomads” or “workation” travelers. Adventure, cultural, family, and senior tourism are also important.

The future focuses on experiences, technology, and sustainability. Hotels and businesses should train staff, use digital tools, work with locals, and create unique, eco-friendly experiences. Travelers will continue to look for comfort, culture, nature, and authentic experiences in Asia.

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_____________________
Vocabulary:

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abroad – in another country
an opportunity – a good chance to do something
a challenge – something difficult to do
contactless payment – paying without cash or touching a card machine
an experience – something you do or see
to enjoy – to like something and feel happy
workshops – classes where you learn and practice something
sustainability – caring for nature and the environment for the future
eco-friendly – good for the environment
to protect the environment – to keep nature safe and clean
a rural area – a place in the countryside, not a city
a digital nomad – a person who works online while traveling
a workation traveler – a person who works while on holiday
an adventure – an exciting or unusual experience
senior tourism – travel for older people
to focus on something – to give your attention to one thing
an authentic experience – a real and true experience, not fake or made only for tourists

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

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🌏 The Future of Tourism and Hospitality in Asia

Tourism in Asia is growing fast. In the next years, many more people will travel for work and holidays. This will bring many new chances for hotels, travel companies, and local communities.

🧭 Why Tourism Will Grow

1. More people travel
   In many Asian countries, people have more money. They can travel inside their country or abroad. Domestic travel is already very popular.
2. More technology
   Hotels use new technology like mobile check-in, online booking, and smart rooms. Guests want fast and easy service.
3. Local experiences
   Travelers do not want only a hotel room. They want to see real life, culture, and food. Many people also like health and wellness trips.
4. Green travel
   Tourists care more about the environment. They choose hotels that save energy, reduce plastic, and help local people.
5. Easier travel
   Many countries make travel easier with simple visas and more flights between cities. This helps more people visit new places.

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🌱 Big Opportunities for Businesses

• Luxury travel is growing because more people can spend more money.
• Wellness and health travel are popular, like spa and yoga retreats.
• Food tourism is a big trend. Tourists want to taste local food.
• New destinations: not only big cities like Bangkok or Bali, but also smaller towns and villages.
• Eco-tourism: hotels that protect nature and support local people are in demand.
• Work and travel: more people work online, so they stay longer in hotels.

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⚠️ Some Challenges

• Not all places have good infrastructure or trained staff.
• Popular cities are very crowded.
• Prices and costs are going up.
• Some small hotels do not have modern technology.
• Tourism can also hurt nature and local culture if it’s not managed well.

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🚀 What the Future Will Look Like

• Tourism in Asia will grow more than before COVID-19.
• People will want quality and unique experiences.
• Hotels will offer more than rooms — local tours, food, and cultural activities.
• Smaller cities and rural areas will get more visitors.
• Sustainability will be very important.
• Digital tools and smart hotels will become normal.

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🏨 What Hotels and Businesses Can Do

• Use simple and smart technology to help guests.
• Work with local communities to give authentic experiences.
• Care for the environment: save water, energy, and reduce plastic.
• Train staff well to give good service.
• Offer different types of travel: wellness, workation, cultural tours.
• Choose less crowded places to grow.

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🌟 In Short

The future of tourism and hospitality in Asia is very positive. More people will travel, and they will look for real experiences and responsible travel. Businesses that use technology, protect nature, and work with local people will be the most successful.

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

Cheat sheet:

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🧭 Topic	📌 Key Points	✨ Examples / Notes
Tourism Growth	More people in Asia can travel for holidays or work. Both domestic and international tourism are increasing.	More flights, easier visas, more hotels, growing middle class in India, Vietnam, Indonesia.
Technology	Hotels use apps, mobile check-in, and smart rooms to make travel easier.	Mobile booking apps, digital keys, contactless payment, AI chat assistants.
Local Experiences	Tourists want to see real life, culture, and nature.	Village visits, local markets, craft workshops, cultural shows, walking tours.
Sustainability	Travelers care about the environment and responsible tourism.	Eco-hotels, recycling, solar energy, local food sourcing, tree planting programs.
Wellness Tourism	Health and wellness trips are becoming popular.	Yoga retreats, spa resorts, meditation centers, hot springs.
Food Tourism	Tourists enjoy local food and drinks.	Street food tours, local dishes, food markets, tasting experiences.
New Destinations	Tourists visit smaller cities, rural areas, and less crowded places.	Countryside villages, secondary cities, islands not famous for beaches.
Luxury Travel	Wealthy travelers want high-quality hotels and services.	5-star resorts, private villas, personal guides, fine dining.
Budget Travel	Many travelers want cheaper options without losing comfort.	Hostels, budget hotels, guesthouses, shared rides.
Digital Nomads & Workation	People combine work and travel. Hotels offer long stays and workspaces.	Hotels with Wi-Fi, desks, co-working spaces, long-term booking discounts.
Adventure Tourism	Some travelers like activities and outdoor experiences.	Hiking, boat trips, zip-lining, cultural adventure tours.
Cultural Tourism	Travelers want to learn about history, art, and traditions.	Museums, temples, cultural festivals, local music and dance shows.
Eco-tourism	Nature-focused tourism is growing. Tourists want to protect the environment.	Forest walks, wildlife tours, eco-resorts, tree planting activities.
Secondary Cities	Not only big cities are popular; smaller towns attract tourists.	Chiang Rai instead of Bangkok, Hoi An instead of Hanoi, small islands in Indonesia.
Family Travel	Families travel with children and want safe, fun options.	Theme parks, family-friendly hotels, educational tours, beaches and lakes (optional).
Senior Tourism	Older travelers want comfort and easy travel.	Accessible hotels, slow-paced tours, wellness and spa trips.
Events & Festivals	Travelers go to experience special events.	Songkran in Thailand, Lantern Festival in Taiwan, Diwali in India.
Challenges	Tourism growth brings problems.	Crowded cities, lack of trained staff, high costs, environmental damage.
Future Trends	Tourism focuses on experiences, technology, and sustainability.	Smart hotels, eco-friendly resorts, cultural activities, local food experiences.
Tips for Hotels & Businesses	Businesses must adapt to traveler needs.	Use apps, train staff, work with local communities, offer unique experiences, focus on eco-friendly practices, attract digital nomads.

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

• the personal touch makes a difference
  

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Outstanding Achievements of Tikara,
Front Desk Staff Award Winner

Tikara works at the front desk of a luxury hotel. She won the Front Desk Staff Award 2025 because she is very kind, helpful, and professional. She does more than other staff to make guests happy.

Tikara is very good at remembering guests. She knows their names, what they like, and special days like birthdays. She prepares rooms as guests want, writes welcome notes, and sometimes gives small gifts. She also notices small things, like a guest’s favorite drink or pillow, which makes people feel important.

She is also very helpful and quick. She knows what guests need before they ask. For example, she gives early check-in to tired guests or extra things for children. When there is a problem, like a wrong booking, she fixes it calmly and makes guests happy.

Tikara is a good team worker. She helps new staff learn their job and works well with housekeeping and other departments. During busy times, she stays calm, friendly, and fast. Guests and colleagues trust her and like her work.

Because of her care, attention to details, and hard work, Tikara makes every guest’s stay special and memorable. She is a model staff member and deserves the award she won.

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—————————————–
Vocabulary:

---

• to be kind – to be nice, friendly, and help other people
• to be professional – to do your work well and behave in the right way
• to remember – to not forget something or someone
• to prepare a room (hotel) – to make a hotel room ready for a guest
• a welcome note – a short, friendly message for someone when they arrive
• a gift – something you give to someone to make them happy
• to notice things – to see small details or changes
• a pillow – a soft thing for your head when you sleep
• to be tired – to feel that you need rest or sleep
• a wrong booking – a mistake with a hotel reservation
• to fix a problem – to make a problem better or correct it
• to be calm – to stay relaxed and not angry or worried
• a colleague – a person you work with
• to trust somebody – to believe someone will do the right thing
• care – helping and thinking about other people
• attention to details – noticing small things carefully
• memorable – something you will remember because it is special
• a model staff member – a worker who is very good and other people can learn from them
• to deserve an award – to earn a prize because of good work or behavior

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I###################

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Multiple-choice, one answer correct:

1. What does it mean “to be kind”?
a) To be nice and help people
b) To make mistakes at work
c) To sleep a lot

2. What does “to be professional” mean?
a) To give gifts to friends
b) To do your work well and act right
c) To notice small things

3. What does “to remember” mean?
a) To forget everything
b) To feel tired
c) To not forget something

4. What does “to prepare a room (hotel)” mean?
a) To write a note
b) To clean your own room
c) To make a hotel room ready

5. What is “a welcome note”?
a) A short, friendly message
b) A type of pillow
c) A problem at work

6. What is “a gift”?
a) Something you give to make happy
b) Something you eat at breakfast
c) A wrong booking

7. What does “to notice things” mean?
a) To trust somebody
b) To clean a room
c) To see small details

8. What is “a pillow”?
a) A soft thing for your head
b) A colleague at work
c) A type of welcome note

9. What does “to be tired” mean?
a) To feel that you need rest
b) To prepare a room
c) To help someone with care

10. What is “a wrong booking”?
a) A soft pillow for sleeping
b) A gift for a guest
c) A mistake with a reservation

11. What does “to fix a problem” mean?
a) To be friendly
b) To make a problem better
c) To feel tired after work

12. What does “to be calm” mean?
a) To notice small details
b) To stay relaxed and not angry
c) To write a welcome note

13. What is “a colleague”?
a) A person you work with
b) A guest at the hotel
c) A soft pillow

14. What does “to trust somebody” mean?
a) To make a mistake
b) To believe someone will do right
c) To clean a hotel room

15. What is “care”?
a) Helping other people
b) Feeling tired after work
c) Giving a gift

16. What is “attention to details”?
a) Feeling calm and relaxed
b) Noticing small things carefully
c) Writing a welcome note

17. What does “memorable” mean?
a) Something soft for your head
b) Something that is wrong
c) Something you will remember
——end of audio file——-

18. What is “a model staff member”?
a) A guest who is happy
b) A worker people can learn from
c) A pillow for sleeping

19. What does “to deserve an award” mean?
a) To feel tired after work
b) To prepare a room
c) To earn a prize for good work

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____________________
Answers:

1-a, 2-b, 3-c, 4-c, 5-a, 6-a, 7-c,
8-a, 9-a, 10-c, 11-b, 12-b, 13-a,
14-b, 15-a, 16-b, 17-c, 18-b, 19-c
____________________

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1. What does it mean “to be kind”? – To be nice and help people
2. What does “to be professional” mean? – To do your work well and act right
3. What does “to remember” mean? – To not forget something
4. What does “to prepare a room (hotel)” mean? – To make a hotel room ready
5. What is “a welcome note”? – A short, friendly message
6. What is “a gift”? – Something you give to make happy
7. What does “to notice things” mean? – To see small details
8. What is “a pillow”? – A soft thing for your head
9. What does “to be tired” mean? – To feel that you need rest
10. What is “a wrong booking”? – A mistake with a reservation
11. What does “to fix a problem” mean? – To make a problem better
12. What does “to be calm” mean? – To stay relaxed and not angry
13. What is “a colleague”? – A person you work with
14. What does “to trust somebody” mean? – To believe someone will do right
15. What is “care”? – Helping other people
16. What is “attention to details”? – Feeling calm and relaxed
17. What does “memorable” mean? – Something you will remember
18. What is “a model staff member”? – A worker people can learn from
19. What does “to deserve an award” mean? – To earn a prize for good work

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

Gap-fill exercise:

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1. Tikara always _______ the names of guests who visit again. (a) remembers (b) trusts (c) fixes
2. When a guest comes, she writes a short _______ on the table. (a) colleague (b) welcome note (c) bed
3. Guests can _______ her because she always helps them. (a) calm (b) tired (c) trust
4. She makes every guest feel _______ when they arrive at the hotel. (a) tired (b) calm (c) memorable
5. She checks every small _______ in the room to make sure it is perfect. (a) details (b) pillow (c) gift
6. Tikara gives a small _______ to children when they stay at the hotel. (a) wrong (b) bed (c) gift
7. When something is not correct in a booking, she can _______ it fast. (a) remember (b) fix (c) care
8. Tikara is very _______; she is always friendly and helpful. (a) kind (b) colleague (c) professional
9. She makes the room ready and _______ it for the guests. (a) prepares (b) trusts (c) remembers
10. Tikara is a _______ staff member; many want to work like her. (a) gift (b) model (c) tired
11. She always shows _______ for the guests and listens to them. (a) deserve (b) pillow (c) care
12. Tikara stays _______ even when the hotel is full. (a) tired (b) calm (c) wrong
13. She often places a soft _______ on the bed for extra comfort. (a) pillow (b) gift (c) trust
14. She is very _______ in the way she talks to guests. (a) memorable (b) professional (c) tired
15. Tikara works very hard and really _______ the award. (a) remembers (b) notice (c) deserves

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

__________________________

Correct answers:

---

1. Tikara always remembers the names of guests who visit again.
2. When a guest comes, she writes a short welcome note on the table.
3. Guests can trust her because she always helps them.
4. She makes every guest feel calm when they arrive at the hotel.
5. She checks every small detail in the room to make sure it is perfect.
6. Tikara gives a small gift to children when they stay at the hotel.
7. When something is not correct in a booking, she can fix it fast.
8. Tikara is very kind; she is always friendly and helpful.
9. She makes the room ready and prepared it for the guests.
10. Tikara is a model staff member; many want to work like her.
11. She always shows care for the guests and listens to them.
12. Tikara stays calm even when the hotel is full.
13. She often places a soft pillow on the bed for extra comfort.
14. She is very professional in the way she talks to guests.
15. Tikara works very hard and really deserves the award.

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

True or false:

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1. Tikara forgets most of the guests’ names.
2. She writes a welcome note when a guest arrives.
3. Guests can trust her because she helps them.
4. She makes guests feel angry when they check in.
5. She checks every small detail in the room.
6. Tikara gives children a small gift during their stay.
7. She never fixes booking problems.
8. Tikara is kind to the guests.
9. She prepares the room before guests arrive.
10. She is a model staff member at the hotel.
11. Tikara does not listen to the guests.
12. She stays calm even when it is very busy.
13. She puts a pillow on the bed for extra comfort.
14. She does not deserve the award.

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__________________________
True: 2,3, 5,6,8,9,10,12,13
__________________________

Correct version:

Tikara forgets most of the guests’ names. False — True is: Tikara remembers the names of guests who visit again.

She writes a welcome note when a guest arrives. True

Guests can trust her because she helps them. True

She makes guests feel angry when they check in. False — True is: She makes guests feel calm when they arrive at the hotel.

She checks every small detail in the room. True

Tikara gives children a small gift during their stay. True

She never fixes booking problems. False — True is: She can fix booking problems fast.

Tikara is kind to the guests. True

She prepares the room before guests arrive. True

She is a model staff member at the hotel. True

Tikara does not listen to the guests. False — True is: She listens to the guests and shows care.

She stays calm even when it is very busy. True

She puts a pillow on the bed for extra comfort. True

She does not deserve the award. False — True is: She deserves the award.

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

Interview with Tikara, fill in, words below:

check – help – give – give up – fix – trust –
professional – happy – award –
years – try – details –
gift – stay

———————————————-

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Interviewer: Hello Tikara, congratulations on your award!
Tikara: Thank you very much.

1. Q: How long have you worked at this hotel?
   A: I have worked here for five __________.
2. Q: What do you like most about your job?
   A: I like to meet many people and make them __________.
3. Q: Why did you choose to work at the front desk?
   A: I like to talk to guests and __________ them when they need something.
4. Q: What do you do when a guest arrives?
   A: I smile, say welcome, and __________ them a welcome note.
5. Q: How do you make guests feel special?
   A: I remember their names and small __________ about them.
6. Q: What do you do if there is a problem with a booking?
   A: I stay calm and __________ the problem quickly.
7. Q: How do you help children who come to the hotel?
   A: I give them a small __________ to make them happy.
8. Q: How do you prepare a room for guests?
   A: I __________ every detail to make sure everything is clean and nice.
9. Q: What do you do when the hotel is very busy?
   A: I __________ calm, smile, and work with my team.
10. Q: How do you work with your colleagues?
    A: We help each other and _________ each other.
11. Q: Why do guests trust you?
    A: Because I listen to them and always __________ to help.
12. Q: What does being __________ mean to you?
    A: It means to be kind, polite, and do my best every day.
13. Q: Why do you think you got the __________?
    A: I think because I work hard, care about the guests, and never __________.
14. Q: What is your dream for the future?
    A: I want to keep learning and become a manager one day.

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__________________________

Correct version:

1. Q: How long have you worked at this hotel?
   A: I have worked here for five years.
2. Q: What do you like most about your job?
   A: I like to meet many people and make them happy.
3. Q: Why did you choose to work at the front desk?
   A: I like to talk to guests and help them when they need something.
4. Q: What do you do when a guest arrives?
   A: I smile, say welcome, and give them a welcome note.
5. Q: How do you make guests feel special?
   A: I remember their names and small details about them.
6. Q: What do you do if there is a problem with a booking?
   A: I stay calm and fix the problem quickly.
7. Q: How do you help children who come to the hotel?
   A: I give them a small gift to make them happy.
8. Q: How do you prepare a room for guests?
   A: I check every detail to make sure everything is clean and nice.
9. Q: What do you do when the hotel is very busy?
   A: I stay calm, smile, and work with my team.
10. Q: How do you work with your colleagues?
    A: We help each other and trust each other.
11. Q: Why do guests trust you?
    A: Because I listen to them and always try to help.
12. Q: What does being professional mean to you?
    A: It means to be kind, polite, and do my best every day.
13. Q: Why do you think you got the award?
    A: I think because I work hard, care about the guests, and never give up.
14. Q: What is your dream for the future?
    A: I want to keep learning and become a manager one day.

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APPENDIX (A2+/B1)

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1. The Role of a Perfect Front Desk Staff in a Luxury Hotel

The front desk is one of the most important places in a luxury hotel. It is the first and last place guests see. A perfect front desk staff member does much more than check guests in and out—they create a warm, welcoming experience that guests will remember. Here is what a perfect front desk staff does in detail:

a) Communication Skills

• They speak clearly, politely, and professionally. If they can, they speak more than one language to communicate with international guests.
• They listen carefully to what the guest says, noticing every small detail.
• They explain hotel services and rules in a simple way so that guests understand easily. For example, they may explain breakfast times, spa services, or local transport.
• They always use friendly words and a calm voice, making guests feel comfortable.

b) Anticipating Guest Needs

• A perfect front desk staff notices small things: a guest may look tired, stressed, or have children with them. They offer help before the guest asks.
• They suggest extra services or upgrades. For example, if a guest usually likes quiet rooms, they can offer a calm room on a high floor.
• They remember special occasions, like birthdays, anniversaries, or even work trips, and make them special with notes, flowers, or a small gift.

c) Problem-Solving and Calmness

• Guests may have complaints, like a noisy room, a broken TV, or a wrong booking. A perfect front desk staff solves these problems quickly and politely.
• They stay calm in difficult situations. Even during emergencies, like power outages or busy check-in times, they manage the situation without stress.
• They turn problems into positive experiences. For example, if a guest complains about the room, they can arrange a better one and add a personal touch like a welcome note or drink.

d) Attention to Detail

• They check all records carefully, like bookings, bills, and special requests, to make sure nothing is wrong.
• They notice small details about regular guests, such as their favorite room type, preferred pillow, or dietary restrictions.
• They keep the front desk clean, organized, and welcoming, and they always look professional in their uniform.

e) Teamwork

• Perfect staff work closely with other hotel departments, like housekeeping, concierge, and security.
• They help colleagues when it is busy, for example by answering phones, guiding guests, or handling luggage.
• They act as a bridge between management and guests, balancing hotel policies with excellent service.

f) Creating a Memorable Guest Experience

• They welcome guests warmly by name, especially returning visitors.
• They add personal touches, like handwritten notes, small gifts, or helpful local tips.
• They always show friendliness, professionalism, and genuine care, making guests feel happy and valued.

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2. What Tikara Did That Made Her Stand Out

Many front desk staff do these things well, but Tikara did more than everyone else, which is why she won the Front Desk Staff Award 2025. Here is what she did in detail:

a) Exceptional Personalization

• Tak remembered the names, preferences, and special occasions of many guests, even those who visited only once.
• She created unique experiences for guests. For example, she might arrange a room with flowers, a handwritten note, or a small gift to surprise them.
• She made guests feel like the hotel “knows them personally”, which made stays unforgettable.

b) Anticipation and Proactivity

• Tikara noticed what guests needed before they asked.
• For example, if a guest arrived tired from a long flight, she would offer a welcome drink and a fast check-in without waiting for them to ask.
• She also prepared extra amenities in advance, like baby cribs, extra towels, or local maps for tourists.

c) Excellence Under Pressure

• During very busy times, with many check-ins and complaints, Tikara worked calmly, quickly, and efficiently.
• She became the “go-to” staff for solving difficult problems, helping guests and colleagues at the same time.

d) Teamwork and Leadership

• Tikara helped new staff learn the job, teaching them how to greet guests, solve problems, and anticipate needs.
• She shared her experience with colleagues, helping the whole team provide excellent service.
• Her teamwork made the front desk run smoothly, even at very busy times.

e) Going Beyond Duty

• Tikara did small but very important things that many staff would not think of:
  • She remembered a guest’s favorite drink or newspaper.
  • She prepared rooms with personal touches, like a note or a special arrangement.
• She collected feedback from guests and suggested improvements to management.

f) Creating Loyalty and Happiness

• Tikara built strong relationships with guests. Many regular visitors asked specifically for her.
• Her careful attention and personal care made guests very happy and loyal to the hotel.

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3. Summary

Tikara became the perfect front desk staff member because she combined all normal skills—communication, problem-solving, teamwork, attention to detail—with extra care, creativity, and anticipation. She did not just do her job; she made every guest feel special, happy, and remembered.

Her work turned ordinary stays into memorable experiences. She became the face of the hotel for guests and a role model for her colleagues.

That is why she won the Front Desk Staff Award 2025.

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Cheat sheet, a summary:

Category	Perfect Front Desk Staff	What Tak Did Extra / Stood Out
Greeting Guests	Welcomes guests warmly and politely, smiles, makes guests feel comfortable	Remembers guests’ names, greets returning guests personally, adds personal touches like flowers, notes, or small gifts
Check-In / Check-Out	Performs check-in and check-out quickly and accurately; explains hotel services and rules clearly	Offers early check-in, prepares room preferences in advance, anticipates guest needs proactively
Communication	Speaks clearly and politely, listens carefully, can speak multiple languages	Communicates with extra friendliness, remembers preferences, explains services personally and clearly
Anticipating Needs	Notices guests who are tired, stressed, or have children; celebrates special occasions	Anticipates needs before guests ask; prepares surprises, welcome drinks, room setup, or notes
Problem-Solving	Handles complaints calmly, fixes errors, stays composed under stress	Solves problems efficiently, turns challenges into positive experiences, remains friendly and professional
Attention to Detail	Checks records, bills, and requests; notices guest preferences; keeps desk tidy and organized	Adds personal touches like favorite drinks, room setup, notes; remembers repeat guests and their likes
Teamwork	Works with housekeeping, concierge, and colleagues; helps when busy	Guides new staff, shares knowledge, ensures smooth teamwork, improves overall guest satisfaction
Creating Memories	Welcomes guests by name, adds small personal touches, shows care and professionalism	Creates unique experiences, surprises guests, builds loyalty and happiness, makes stays memorable
Excellence Under Pressure	Remains calm and efficient during busy times	Handles high occupancy efficiently, resolves complex issues, is the „go-to“ person for difficult situations
Leadership & Initiative	Supports team, communicates with management, improves service	Suggests improvements, collects guest feedback, inspires colleagues, implements creative guest-focused ideas

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And what did Tikara do, to be awarded – another summary?

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1. Greeting Guests

• Standard expectation: Smiles, welcomes guests politely, makes them feel comfortable.
• What Tikara did more: She remembered each guest’s name, even for first-time or returning visitors. For VIP guests, she added personal touches, like leaving a small note, arranging flowers, or welcoming children with a little gift. Her greetings made guests feel personally valued, not just “checked in.”

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2. Check-In / Check-Out

• Standard expectation: Quick, accurate check-in and check-out; explains hotel services.
• What Tikara did more: She anticipated guest needs in advance. For example, if a guest arrived early from a long flight, she arranged early check-in and a welcome drink without the guest asking. She also prepared room preferences, like pillow type or floor preference, making the process seamless and personal.

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3. Communication

• Standard expectation: Speaks clearly, listens carefully, speaks multiple languages if possible.
• What Tikara did more: She communicated with extra warmth and friendliness, remembering specific guest preferences and explaining services personally. For example, she might remind a guest of a past request (“I know you prefer the quiet room on the top floor”), which made guests feel seen and remembered.

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4. Anticipating Needs

• Standard expectation: Notices tired or stressed guests, offers help, celebrates special occasions.
• What Tikara did more: She proactively identified guest needs before they were asked for. For instance, she might notice a family with small children and arrange extra amenities like toys, baby cribs, or snacks. She also created small surprises for birthdays or anniversaries, making each stay personally memorable.

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5. Problem-Solving

• Standard expectation: Handles complaints calmly, fixes errors, stays composed under stress.
• What Tikara did more: She turned problems into positive experiences. For example, if a room was double-booked, she didn’t just resolve it—she upgraded the guest to a better room, added a note or a gift, and ensured they left smiling. Guests felt she truly cared about their experience, not just following protocol.

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6. Attention to Detail

• Standard expectation: Checks records, bills, and requests; notices guest preferences; keeps the desk tidy.
• What Tikara did more: She went beyond noticing preferences. She remembered subtle things like a guest’s favorite drink, newspaper, or specific dietary needs. She ensured these small details were ready before arrival, creating a seamless, luxurious experience that felt personalized.

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7. Teamwork

• Standard expectation: Works with housekeeping, concierge, and colleagues; helps when busy.
• What Tikara did more: She mentored new staff, showing them how to anticipate guest needs and handle challenges. She also coordinated the team proactively, making the front desk run smoothly during peak hours, and ensured every guest received excellent service, not just the ones she personally handled.

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8. Creating Memories

• Standard expectation: Welcomes by name, adds personal touches, shows care and professionalism.
• What Tikara did more: She created unique and memorable experiences for every guest. Examples: arranging a small surprise gift in the room, sending a handwritten thank-you note after departure, or giving thoughtful recommendations based on a guest’s interests. Guests left feeling emotionally connected to the hotel.

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9. Excellence Under Pressure

• Standard expectation: Remains calm and efficient during busy times.
• What Tikara did more: During high-occupancy periods, she handled multiple check-ins and complaints simultaneously without losing composure. She became the “go-to” person for tricky situations, earning respect from both guests and colleagues.

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10. Leadership & Initiative

• Standard expectation: Supports team, communicates with management, improves service.
• What Tikara did more: She suggested improvements to management based on guest feedback, such as optimizing check-in procedures or adding personalized welcome amenities. She inspired colleagues by demonstrating proactive, attentive service and creativity in enhancing guest experience.

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✅ Summary:

Tikara didn’t just meet the standard expectations of front desk work—she personalized every interaction, anticipated guest needs, solved problems creatively, mentored her team, and consistently added small touches that made stays unforgettable. That combination of attention to detail, proactivity, warmth, and leadership is what earned her the Front Desk Staff Award.

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