audio 1 & 2:

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1. Verbal Communication

GM’s Words:

• Tone and Style: The GM starts serious (“Tom, we have a big problem”). He uses simple words like “rude,” “complained,” and “problem” to explain clearly. His voice gets louder when Tom doesn’t care (“Not a big deal?”). Later, he sounds angry (“That’s not okay, Tom!”) because Tom is rude. At the end, his voice is calm but cold (“You’re fired”), showing he decided.
• Main Points: The GM says guests expect perfect service in a five-star hotel. He lists Tom’s mistakes: ignoring guests, shouting, dropping a plate. He says it’s not the first time (“We warned you before”). He asks Tom to explain (“What happened?”), but Tom doesn’t help.
• Way of Talking: The GM tries to understand at first. He asks questions to give Tom a chance. But when Tom argues, the GM focuses on the job rules and says Tom must go.

Tom’s Words:

• Tone and Style: Tom starts quiet and careless (“It’s not a big deal”). His voice gets annoyed (“My life’s not easy, okay?”) and loud (“Why is it always my fault?”). At the end, he shouts (“This is stupid!”) and sounds angry.
• Main Points: Tom says he had a bad day but doesn’t explain much (“personal stuff”). He blames guests (“They’re too picky”) and says the job is hard. He doesn’t say sorry or promise to do better. He yells he doesn’t need the job.
• Way of Talking: Tom doesn’t take responsibility. He argues and blames others. His words make the GM angrier.

Why It Failed:
Tom’s words show he doesn’t care about the guests or his job. The GM wants Tom to explain and say sorry, but Tom argues and blames. This makes the GM feel Tom can’t change, so he fires him.

2. Non-Verbal Communication

GM’s Body Language:

• Start: The GM sits tall, arms crossed, looking serious. This shows he’s the boss and the talk is important.
• Middle: He leans forward and frowns when Tom says it’s not a big deal. This shows he’s upset. He stands and points at Tom when angry, showing he’s serious about the problem.
• End: He paces behind the desk, shakes his head, and looks cold. This shows he’s frustrated and done with Tom. After firing Tom, he sits, rubs his forehead, and looks out the window, showing he’s sad but thinks it’s right.

Tom’s Body Language:

• Start: Tom slouches, crosses arms, and looks at the wall. This shows he doesn’t want to talk or care.
• Middle: He rolls his eyes and slouches more, showing he thinks the GM is wrong. He leans forward and raises his voice, showing he’s angry and fighting back.
• End: He stands fast, throws hands in the air, and points at the GM. This shows he’s very angry. He grabs his bag, shouts, and slams the door, showing he’s mad and doesn’t respect the GM.

Why It Failed:
Tom’s body language (slouching, rolling eyes, pointing) shows disrespect and anger. The GM’s body language (standing, pointing, pacing) shows he’s frustrated and loses patience. Their actions make the talk worse, not better.

3. Why Things Went Wrong

Things went wrong because Tom didn’t take responsibility. Here’s why:

• No Apology: Tom doesn’t say sorry for being rude to guests. He says it’s “not a big deal,” which makes the GM think he doesn’t care.
• Blaming Others: Tom blames guests (“They’re too picky”) and the job (“It’s hard”). He doesn’t admit his mistakes, like ignoring guests or shouting.
• Bad Attitude: Tom’s words and actions (rolling eyes, shouting) show he doesn’t respect the GM or the job. He acts like he doesn’t want to fix things.
• Past Problems: The GM says Tom had problems before (“We warned you”). Tom’s bad day wasn’t the only issue; he has a history of bad behavior.
• No Effort to Fix: Tom doesn’t promise to change or do better. He argues and says he doesn’t need the job, which makes the GM feel Tom won’t improve.

4. Chances for Tom to Not Be Fired

Tom could have avoided being fired if he did these things:

• Say Sorry: If Tom said, “I’m very sorry, sir. I was wrong,” the GM might listen and give him a chance.
• Explain Clearly: If Tom said, “My mother is sick, I was upset,” like in Dialogue 1, the GM might understand and help.
• Promise to Change: If Tom said, “I’ll be better. I won’t let it happen again,” the GM might trust him to try harder.
• Show Respect: If Tom sat up, looked at the GM, and spoke politely (not rolling eyes or shouting), the GM might feel Tom cares about the job.
• Ask for Help: If Tom said, “Can you help me do better?” the GM might offer a plan, like time off or training, like in Dialogue 1.

For example, if Tom said, “I’m sorry, sir. I had a bad day because my family has problems. I know I was wrong. Please give me a chance to be better,” the GM might not fire him. Tom’s attitude was the biggest problem.

5. Where the GM’s Patience Ran Out

The GM loses patience at these moments:

• When Tom Says “It’s Not a Big Deal”: The GM gets upset when Tom doesn’t care about the guest complaints. This is when he leans forward and speaks louder, showing he’s frustrated.
• When Tom Blames Guests: Tom says guests are “too picky,” which makes the GM angrier. The GM stands and points, showing he thinks Tom’s attitude is wrong.
• When Tom Argues: Tom says, “Why is it always my fault?” and “I’m doing my best.” This makes the GM pace and shake his head, feeling Tom doesn’t understand the job.
• When Tom Says He Doesn’t Need the Job: Tom’s final outburst (“I don’t need this job”) and slamming the door make the GM sure firing Tom is right. The GM’s patience is gone because Tom shows no respect or effort to change.

The GM tries to be patient by asking Tom to explain and mentioning past warnings. But Tom’s rude words and actions make the GM feel he can’t trust Tom anymore.

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Summary

• Verbal: The GM is clear and serious, but Tom is dismissive and rude. Tom’s arguing and blaming make the talk fail.
• Non-Verbal: The GM’s standing, pointing, and pacing show frustration. Tom’s slouching, eye-rolling, and shouting show disrespect.
• Why Wrong: Tom doesn’t say sorry, blames others, and shows a bad attitude. His past problems make it worse.
• Chances to Stay: Tom could say sorry, explain his problems, promise to change, and show respect to avoid being fired.
• GM’s Patience: The GM tries to listen but loses patience when Tom doesn’t care, blames guests, argues, and says he doesn’t need the job.

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Complete list of all verbs from the dialogue and its analysis, that describe body language or non-verbal communication, listed in the order they appear in the text – remember them!

🧍‍♂️ Body Language and Non-Verbal Communication

1. to sit tall – to sit straight and look serious.
2. to cross arms – to fold your arms over your chest.
3. to look stern – to have a serious or angry face.
4. to slouch – to sit or stand with your back bent.
5. to avoid eye contact – to not look at someone’s eyes.
6. to look stern and frustrated – to look angry and unhappy.
7. to shrug – to lift your shoulders to show you don’t care or don’t know.
8. to look at the wall – to turn your eyes to the wall, not to the person.
9. to mumble – to speak quietly and unclearly.
10. to lean forward – to move your body a little closer to someone.
11. to frown – to make lines on your forehead when upset.
12. to raise voice – to speak louder when angry.
13. to roll eyes – to move your eyes up to show you are bored or don’t care.
14. to slouch more – to sit even lower and look lazy or angry.
15. to stand up – to move from sitting to standing.
16. to point at someone – to show someone with your finger.
17. to shake head – to move your head from side to side to say no.
18. to pace behind the desk – to walk back and forth while thinking or angry.
19. to cross arms tighter – to hold your arms even closer to your chest.
20. to glare – to look at someone angrily.
21. to stop pacing – to stop walking back and forth.
22. to look cold – to look without feelings or warmth.
23. to throw hands in the air – to lift your hands high to show anger.
24. to grab bag – to take your bag quickly.
25. to shout – to speak very loudly because of anger.
26. to storm to the door – to walk fast and angrily to the door.
27. to slam the door – to close the door very hard and loud.
28. to sigh heavily – to breathe out loudly to show you are tired or sad.
29. to rub forehead – to move your hand on your forehead when stressed.
30. to look out the window – to turn your eyes toward the window.

💬 Additional Non-Verbal Cues from the Analysis

31. to sit tall with arms crossed – to show you are strict or serious.
32. to look serious – to not smile and show importance.
33. to lean forward and frown – to show you are upset or angry.
34. to stand and point – to show strong emotion or control.
35. to pace and shake head – to move when you are nervous or angry.
36. to sit and rub forehead – to show stress or thinking.
37. to slouch and cross arms – to show you don’t care or feel bored.
38. to look at the wall – to avoid the other person.
39. to roll eyes – to show you think the other person is wrong.
40. to lean forward and raise voice – to show anger.
41. to throw hands in the air – to show you give up or are very angry.
42. to point at someone – to show blame or anger.
43. to slam the door – to leave with anger and no respect.

• a second chance: turning a bad day around

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🧍‍♂️ Body language verbs and additional non-verbal cues — in the same order they appear in the text and analysis;
verbs/phrases you should remember:

1. to sit straight – to sit with your back tall and not bent.
2. to fold hands on the desk – to put your hands together on the table.
3. to look directly at someone – to look into someone’s eyes.
4. to fidget with fingers – to move your fingers when you feel nervous.
5. to look at the floor – to move your eyes down to the ground.
6. to lean forward – to move your body a little closer to someone.
7. to raise eyebrows – to move your eyebrows up in surprise.
8. to bite one’s lip – to press your teeth on your lip when worried.
9. to rub eyes – to touch your eyes with your fingers, often when sad or tired.
10. to take a deep breath – to breathe in a lot of air slowly.
11. to nod slowly – to move your head up and down slowly to show yes.
12. to soften expression – to make your face look kind, not angry.
13. to lean back – to move your body a little backward in your chair.
14. to tap a pen on the desk – to hit the pen lightly on the table again and again.
15. to look thoughtful – to look like you are thinking.
16. to look up – to move your eyes higher.
17. to have watery eyes – to have eyes full of tears.
18. to sit up straight – to make your back tall and correct.
19. to smile slightly – to make a small, soft smile.
20. to point at someone – to show someone with your finger.
21. to stand up – to move from sitting to standing.
22. to walk around the desk – to move your body to the other side of the table.
23. to pat someone’s shoulder – to touch someone’s shoulder softly with your hand.
24. to smile warmly – to give a kind and friendly smile.
25. to shake hands – to hold and move another person’s hand.
26. to nod eagerly – to move your head up and down quickly to show yes.
27. to smile big – to give a big, happy smile.
28. to walk to the door – to move your feet toward the door.
29. to turn back – to move your body to look behind you.
30. to wave – to move your hand to say hello or goodbye.

💬 Additional Non-Verbal Cues (from the analysis)

31. to have a serious expression – to look serious on your face.
32. to look nervous – to look worried or scared.
33. to feel scared – to be afraid something bad will happen.
34. to feel sorry – to feel bad for doing something wrong.
35. to show kindness through body language – to make your face and body look friendly.
36. to show confidence through posture – to stand or sit tall to look sure of yourself.
37. to express sympathy through gestures – to show you care with your hands or face.
38. to show understanding by softening tone and expression – to make your voice and face gentle to show you understand.
39. to express relief through smiling – to smile when you feel better after stress.
40. to show authority by pointing or sitting upright – to act strong and in control with your body.

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Dialogue 1: Happy Ending

Setting: The GM’s office, a small, tidy room with a wooden desk, two chairs, and a window showing the morning sun. Tom sits across from the GM, his hands shaking slightly. The GM looks serious but calm.

GM: (sits straight, hands folded on desk, looks directly at Tom) Tom, we need to talk. Yesterday was not good. Many guests complained about you. They said you were rude, slow, not professional. What happened?

Tom: (fidgets with his fingers, looks at floor, voice low) I’m so sorry, sir. Yesterday was… a very bad day. I wasn’t myself. I know I did wrong.

GM: (leans forward, raises eyebrows, voice firm) Tom, this is a five-star hotel. Guests expect the best service. Always. You can’t be rude because of a bad day. Tell me, what was wrong?

Tom: (bites lip, rubs eyes, takes deep breath) It’s my mother, sir. She’s very sick. I got bad news before work. I was so upset, I couldn’t think. I didn’t mean to be rude.

GM: (nods slowly, softens expression, leans back) I’m sorry about your mother, Tom. That’s hard. But you didn’t tell anyone. Why didn’t you say something? We could help.

Tom: (looks up, eyes watery, voice shaky) I thought… I could handle it. I didn’t want to cause problems. But I was wrong. I feel terrible about the guests.

GM: (taps pen on desk, looks thoughtful) Okay, Tom. I understand bad days happen. But you need to talk to us. We’re a team. You can’t let personal things hurt your work.

Tom: (nods quickly, sits up straighter) You’re right, sir. I should’ve told you. I promise it won’t happen again. I love this job. I want to make it right.

GM: (smiles slightly, points at Tom) You’re a good waiter, Tom, when you’re focused. I believe you can do better. But we can’t have complaints again. Understand?

Tom: (nods eagerly, small smile) Yes, sir! I understand. I’ll be professional. No more mistakes. Thank you for talking to me.

GM: (stands up, walks around desk, voice kind) Good. Here’s what we’ll do. Take today off. Go home, rest, clear your mind. Come back tomorrow ready to work hard.

Tom: (stands up, eyes wide, voice grateful) Really, sir? Thank you so much! I won’t let you down. I’ll come back better.

GM: (pats Tom’s shoulder, smiles warmly) I trust you, Tom. If you need help, or if something’s wrong, tell me. My door is always open.

Tom: (shakes GM’s hand, smiles big) Thank you, sir. I really mean it. I’ll be back tomorrow, ready to work.

GM: (nods, points to door) Good. Go rest now. See you tomorrow, Tom.

Tom: (walks to door, turns back, waves) Thank you again, sir. See you tomorrow!

Outcome:
Tom feels understood and supported. He takes the day to rest, visits his mother, and returns to work the next day with renewed focus, determined to prove his professionalism. The GM feels confident in giving Tom a second chance, strengthening their trust.

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Analysis of the dialogue: Happy Ending

1. About the Dialogue

• Where: The GM’s office, early morning. It’s quiet and serious. The restaurant is not open yet.
• People:
  • Tom: A waiter. He was rude to guests yesterday because he had a bad day. He is nervous and sorry. He wants to keep his job.
  • GM: The boss of the restaurant. He is serious but kind. He cares about the hotel but listens to Tom.
• Why: The dialogue is about Tom’s bad behavior. The GM wants to know why. They talk and find a good solution.
• End: Tom gets a day off to rest. He feels happy and promises to do better. The GM trusts him.

2. How the Dialogue Works
The dialogue has four parts:

• Start (Problem):
  • The GM says guests complained about Tom. He was rude. This makes Tom nervous.
  • Example: “Tom, we need to talk. Yesterday was not good. Many guests complained about you.”
• Middle (Tom’s Story):
  • Tom says he’s sorry. He talks about his sick mother. This makes the GM listen.
  • Example: “It’s my mother, sir. She’s very sick.”
• Solution:
  • The GM understands. He tells Tom to rest today and work better tomorrow.
  • Example: “Take today off. Go home, rest.”
• End (Happy):
  • Tom says thank you. The GM says he trusts Tom. They smile.
  • Example: “I trust you, Tom. My door is always open.”

The dialogue starts with a problem but ends happy.


3. Language:

• Tone: The GM starts serious (“Guests expect the best service”). Then he is kind (“I’m sorry about your mother”). Tom starts scared but ends happy.
• Repeating Words: Tom says “sorry” and “promise” many times. This shows he is serious.
  • Example: “I’m so sorry, sir… I promise it won’t happen again.”

4. Body Language
The dialogue has actions in parentheses.
They show feelings:

• Tom:
  • Scared at Start: “(fidgets with fingers, looks at floor)” shows Tom is nervous. “(bites lip, rubs eyes)” shows he feels bad.
  • Sad: “(eyes watery, voice shaky)” when he talks about his mother shows he is upset.
  • Happy at End: “(nods eagerly, small smile)” and “(stands up, smiles big)” show Tom feels better.
• GM:
  • Serious at Start: “(sits straight, hands folded on desk)” shows he is the boss. “(points at Tom)” shows he is serious.
  • Kind Later: “(softens expression, leans back)” and “(smiles slightly)” show he cares. “(pats Tom’s shoulder)” shows he is friendly.
• Why It Works: The actions match the words. Tom’s nervous hands become a happy smile. The GM’s strict look becomes a kind pat. This helps A2 learners see the story.

5. Feelings in the Dialogue

• Start: The dialogue feels scary. The GM is serious. Tom is afraid of losing his job.
• Middle: Tom talks about his mother. The GM listens and feels sorry. This makes the talk kinder.
• End: Tom is happy because he keeps his job. The GM is happy because he trusts Tom. They shake hands and smile.
• Why Real: The dialogue feels real. The GM is strict but kind, like a good boss. Tom is sorry and wants to do better, like a real person.

6. Big Ideas

• Be Responsible: Tom says, “I know I did wrong.” This makes the GM trust him.
• Kind Boss: The GM listens to Tom’s problem. He helps Tom, not punishes him.
• Second Chance: Tom gets another chance. He must work better next time.
• Talk About Problems: Tom learns to tell the GM if he has problems. This helps the team.

7. Why the Dialogue Is Good

• Feelings: The dialogue shows Tom’s fear and happiness. It shows the GM’s strict and kind sides. This makes the story fun.
• Real Ending: Tom says sorry, so he gets a chance. The GM is kind but clear. This feels like a real job talk.
• Job Lesson: The dialogue shows how to act at a fancy hotel.

8. How to Make It Better

• Tom’s Past: The GM could say, “You’re usually a good waiter.” This shows why he gives Tom a chance.
• Guest Example: The GM could say, “A guest said you forgot their food.” This makes the problem clear.
• Tom’s Idea: Tom could say, “I’ll say sorry to the team.” This shows he wants to fix things.

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B1:

Being a housekeeper at a fancy hotel is about more than just cleaning rooms. It’s about making sure guests feel happy and comfortable during their stay. Let me tell you about a typical day in my job.

First thing in the morning, we have a meeting with the rest of the cleaning team. We talk about what rooms need cleaning and if there are any special things guests want. Then, I start by checking and getting guest rooms ready for new people.

Checking the rooms means I need to make sure everything is super clean and nice. I make the beds, vacuum or mop the floors, dust all the surfaces, and make sure there are enough towels and soaps. I really pay attention to detail to make the rooms look perfect.

During the day, I do lots of different tasks. Sometimes guests ask for extra towels or for someone to take away their breakfast trays. I also help out with cleaning other parts of the hotel like the lobby and hallways. It’s important to work together with my team to get everything done.

Making sure everything is clean and looks nice is a big part of my job. I try to do my best to make sure everything is perfect, like arranging the towels neatly in the bathroom and keeping the lobby shiny.

I also have to keep track of the cleaning supplies we use. I make sure we have enough soap and towels for the day and let my boss know if we need more.

At the end of the day, I check one last time to make sure everything is okay. If there are any problems, I tell my boss before I go home. Then, I clean up my stuff and put everything away.

Being a housekeeper is a good job. I like making the hotel nice for guests and helping them have a good time during their stay. It’s a busy job, but it feels good to know I’m making a difference.

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The exercises are about the A1 text below.
⬇️⬇️⬇️⬇️⬇️⬇️⬇️⬇️⬇️

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I work as a housekeeper in a hotel. My job is to clean rooms and make guests happy. I like my job because I help people have a nice stay.

In the morning, I have a meeting with my team. We talk about which rooms we clean today. After that, I take my cleaning cart and start work.

I clean the beds and change the sheets. I sweep and mop the floor. I dust the tables and clean the bathroom. I check that there are enough towels, soap, and toilet paper. I want every room to look clean and beautiful.

Sometimes guests ask for more towels or water. Sometimes they want me to take their dishes away. I am always happy to help them.

I also clean other places in the hotel, like the lobby and the hallways. I work with my friends in the team, and we help each other.

Before I go home, I look at my cleaning things. If something is missing, I tell my boss.

My job is not easy, but I like it. I feel good when the rooms are clean and the guests are smiling
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Vocabulary:

housekeeper – a person who cleans rooms in a hotel or house.

to clean rooms – to make rooms nice by washing, dusting, or sweeping.

a nice stay (hotel) – a good time when a person sleeps and relaxes in a hotel.

a meeting – when people come together to talk about work.

a cleaning cart – a small trolley with cleaning things like soap, towels, and water.

to start work – to begin your job.

to clean beds – to make beds neat and nice.

to change sheets – to take off dirty bed sheets and put on clean ones.

to sweep the floor – to clean the floor with a broom.

to mop – to wash the floor with water and a mop stick.

to dust tables – to clean small dirt from tables with a cloth.

a bathroom – a room with a toilet, a sink, and often a shower.

a towel – a piece of cloth used to dry your body or hands.

soap – something you use with water to wash your hands or body.

toilet paper – soft paper you use in the toilet.

to look clean – to appear tidy and without dirt.

to take away dishes – to remove dirty plates and cups after people eat.

a lobby – the front part of a hotel where guests enter and check in.

a hallway – a long space inside a building that connects rooms.

something is missing – something is not there but should be.

to smile – to move your mouth up when you are happy.

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🧹 A1 Vocabulary Test

audio 1-18:

audio 19-21:

1. A housekeeper is a person who
   a) cleans rooms in a hotel
   b) cooks food in a restaurant
   c) sells things in a shop
2. To clean rooms means
   a) to sit and rest in a room
   b) to make rooms nice and tidy
   c) to open windows for air
3. A nice stay in a hotel means
   a) a bad time in the hotel
   b) a short visit to friends
   c) a good time at the hotel
4. A meeting is
   a) a place to eat food now
   b) a time to talk with people
   c) a walk in the park area
5. A cleaning cart is
   a) a box for dirty clothes now
   b) a small trolley with cleaning things
   c) a car for hotel guests today
6. To start work means
   a) to finish your day at work
   b) to go home from work now
   c) to begin your job at work
7. To clean beds means
   a) to make beds nice and neat
   b) to sell new beds at store
   c) to sleep in the bed now
8. To change sheets means
   a) to put on clean bed covers
   b) to wash the floor with mop
   c) to move the bed in room
9. To sweep the floor means
   a) to wash with water
   b) to clean with a broom
   c) to sit on the floor
10. To mop means
    a) to close the door at once
    b) to dry the floor with cloth
    c) to wash the floor with water
11. To dust tables means
    a) to move the table in room
    b) to put things on the table
    c) to clean dirt with a cloth
12. A bathroom is
    a) a place to eat some food
    b) a big bedroom in the hotel
    c) a room with a toilet and sink
13. A towel is
    a) cloth to dry your body now
    b) blanket for sleeping on bed
    c) paper for writing or notes
14. Soap is
    a) something for washing your hands
    b) something for cooking in kitchen
    c) something for reading a book
15. Toilet paper is
    a) paper for the toilet use
    b) paper for the kitchen
    c) paper for school writing
16. To look clean means
    a) to be dirty and wet
    b) to be old and dark
    c) to be tidy and nice
17. To take away dishes means
    a) to give food to hotel guests
    b) to remove dirty plates from table
    c) to wash the table with cloth
18. A lobby is
    a) the kitchen in a house now
    b) the front part of a hotel
    c) a room for sleeping at night
    ——————-end of audio————-
    
19. A hallway is
    a) a big hotel room with beds
    b) a long space that joins rooms
    c) a small garden outside the house
20. Something is missing means
    a) something is not there
    b) something is broken in the room
    c) something is clean and ready
21. To smile means
    a) to close your eyes at night
    b) to talk very loud to friends
    c) to move your mouth when happy

__________________
Answers:

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

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Correct answers:

1. A housekeeper is a person who cleans rooms in a hotel
2. To clean rooms means to make rooms nice and tidy
3. A nice stay in a hotel means a good time at the hotel
4. A meeting is a time to talk with people
5. A cleaning cart is a small trolley with cleaning things
6. To start work means to begin your job at work
7. To clean beds means to make beds nice and neat
8. To change sheets means to put on clean bed covers
9. To sweep the floor means to clean with a broom
10. To mop means to wash the floor with water
11. To dust tables means to clean dirt with a cloth
12. A bathroom is a room with a toilet and sink
13. A towel is cloth to dry your body
14. Soap is something for washing your hands
15. Toilet paper is paper for the toilet
16. To look clean means to be tidy and nice
17. To take away dishes means to remove dirty plates from the table
18. A lobby is the front part of a hotel
19. A hallway is a long space that joins rooms
20. Something is missing means something is not there
21. To smile means to move your mouth when happy

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📝 Gap-Fill Exercise – A1 Vocabulary

Fill in the blanks with the correct word:

1. Every morning, the ______ makes the rooms ready for guests.
   a) housekeeper
   b) towel
   c) soap
2. I use a ______ to dry my hands after washing.
   a) soap
   b) towel
   c) lobby
3. The maid uses a cloth to ______ the tables.
   a) dust
   b) mop
   c) paint
4. The corridor that joins the rooms is called a ______.
   a) hallway
   b) lobby
   c) bathroom
5. After breakfast, someone must ______ the dishes.
   a) take away
   b) clean
   c) sweep
6. To make the beds, first you must ______ the sheets.
   a) clean
   b) mop
   c) change
7. A ______ is a small room with a toilet and sink.
   a) hallway
   b) bathroom
   c) lobby
8. To look nice, the room must be tidy and ______.
   a) clean
   b) towel
   c) soap
9. When I am happy, I like to ______.
   a) dust tables
   b) smile
   c) mop
10. I need to ______ the floor before the guests arrive.
    a) mop
    b) take away
    c) sweep
11. A ______ is the front part of a hotel where guests wait.
    a) bathroom
    b) lobby
    c) hallway
12. To begin your shift, you have to ______.
    a) clean beds
    b) start work
    c) dust tables
13. If something is gone, we say that ______ is missing.
    a) something
    b) towel
    c) soap
14. The maid always makes the beds nice and ______.
    a) clean
    b) hallway
    c) towel

——————————-
Answers:

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

Correct answers:

1. Every morning, the housekeeper makes the rooms ready for guests
2. I use a towel to dry my hands after washing
3. The maid uses a cloth to dust the tables
4. The corridor that joins the rooms is called a hallway
5. After breakfast, someone must take away dishes
6. To make the beds, first you must change sheets
7. A bathroom is a small room with a toilet and sink
8. To look nice, the room must be tidy and clean
9. When I am happy, I like to smile
10. I need to sweep the floor before the guests arrive
11. A lobby is the front part of a hotel
12. To begin your shift, you have to start work
13. If something is gone, we say that something is missing
14. The maid always makes the beds nice and clean

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

Match the word to Its definition

Words:

1. housekeeper
2. to clean rooms
3. nice stay
4. meeting
5. cleaning cart
6. to start work
7. to clean beds
8. to change sheets
9. to sweep the floor
10. to mop
11. to dust tables
12. bathroom
13. towel
14. soap

Definitions:

A. a small room with a toilet and sink
B. to remove dirt from tables
C. cloth to dry your body
D. a time to talk with people
E. a good time at the hotel
F. to begin your job
G. a person who cleans hotel rooms
H. to make beds neat and tidy
I. to cover beds with clean sheets
J. a trolley with cleaning things
K. to clean the floor with a broom
L. to clean the floor with water
M. something for washing your hands
N. to make rooms clean and tidy

________________________
Answers:

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

________________________

Correct version:

housekeeper – a person who cleans hotel rooms

to clean rooms – to make rooms clean and tidy

nice stay – a good time at the hotel

meeting – a time to talk with people

cleaning cart – a trolley with cleaning things

to start work – to begin your job

to clean beds – to make beds neat and tidy

to change sheets – to cover beds with clean sheets

to sweep the floor – to clean the floor with a broom

to mop – to clean the floor with water

to dust tables – to remove dirt from tables

bathroom – a small room with a toilet and sink

towel – cloth to dry your body

soap – something for washing your hands

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

Rewrite the following story starting with

>>>>>>>>>>>>>Lindsey is a housekeeper…………….

and make all changes necessary:

I am a housekeeper.
I work in a hotel to help guests feel happy and comfortable.
Every morning, we have a meeting to plan our work.
I clean rooms by making beds, changing sheets, sweeping and mopping the floor, and dusting tables.
I put towels, soap, and toilet paper in the bathroom.
I also clean the lobby and hallways.
During the day, I help guests by taking away dishes or giving extra towels.
At the end of the day, I check that everything is clean and tidy.
Teamwork and careful work are very important.

———————————

Correct version:

Lindsey is a housekeeper. She works in a hotel to help guests feel happy and comfortable. Every morning, she has a meeting with her team to plan the day. Lindsey cleans rooms by making beds, changing sheets, sweeping and mopping the floor, and dusting tables. She puts towels, soap, and toilet paper in the bathroom. She also cleans the lobby and hallways. During the day, Lindsey helps guests by taking away dishes or giving extra towels. At the end of the day, she checks that everything is clean and tidy. Teamwork and careful work are very important.

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

Complete, words below:

city – clean – guests – ready – make – together – find – housekeeper – about – morning – mop – evening – towels

_____________________

Interview with Lindsey the Housekeeper

1. Who are you?
I am Lindsey. I am a __________ in a hotel.

2. What do you do?
I clean rooms and help __________.

3. Where do you work?
I work in a big hotel in the __________

4. When do you start work?
I start work at 8 in the __________.

5. When do you finish work?
I finish work at 5 in the __________.

6. Why do you like your job?
I like my job because I __________ guests happy.

7. How do you clean rooms?
I make beds, sweep and __________ the floor, dust tables, and put __________ and soap in the bathroom.

8. How many rooms do you clean each day?
I clean _________ ten rooms every day.

9. What do you do in the lobby?
I __________ the lobby and help guests if they need something.

10. Who helps you during the day?
My team helps me. We work __________.

11. What do you do if something is missing?
I tell my boss and __________ it if I can.

12. How do you feel at the end of the day?
I feel happy because everything is clean and __________ for guests.

———————————

Correct version:

1. Who are you?
I am Lindsey. I am a housekeeper in a hotel.

2. What do you do?
I clean rooms and help guests.

3. Where do you work?
I work in a big hotel in the city.

4. When do you start work?
I start work at 8 in the morning.

5. When do you finish work?
I finish work at 5 in the evening.

6. Why do you like your job?
I like my job because I make guests happy.

7. How do you clean rooms?
I make beds, sweep and mop the floor, dust tables, and put towels and soap in the bathroom

8. How many rooms do you clean each day?
I clean about ten rooms every day.

9. What do you do in the lobby?
I clean the lobby and help guests if they need something.

10. Who helps you during the day?
My team helps me. We work together.

11. What do you do if something is missing?
I tell my boss and find it if I can.

12. How do you feel at the end of the day?
I feel happy because everything is clean and ready for guests.

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

Fill in, words below – no words given:

Lindsey is a housekeeper.
She __________ in a hotel to make guests happy and comfortable.
Every morning, she has a __________ with her team.
She starts work by cleaning rooms, making beds, and changing __________.
Lindsey sweeps the floor, mops, and __________ tables.
She puts towels, __________, and toilet paper in the bathroom.
She also cleans the lobby and the __________.
During the day, she takes away __________and helps guests.
At the end of the day, she checks that everything is ___________
Lindsey likes her job and smiles when the __________ looks nice.

—————————–

Full version:

Lindsey is a housekeeper. She works in a hotel to make guests happy and comfortable. Every morning, she has a meeting with her team. She starts work by cleaning rooms, making beds, and changing sheets. Lindsey sweeps the floor, mops, and dusts tables. She puts towels, soap, and toilet paper in the bathroom. She also cleans the lobby and the hallway. During the day, she takes away dishes and helps guests. At the end of the day, she checks that everything is clean. Lindsey likes her job and smiles when the hotel looks nice.

• get involved, show understanding

Before continuing do part 1 first.

———————————–

Key Words:

>listen,
>>care,
>>>praise,
>>>>apologize,
>>>>>plan,
>>>>>>follow up

————————

Situation:
A staff member says they feel their hard work is not appreciated and gives examples, e.g., “I stayed late to help guests, but no one said thank you,” or “I cleaned extra rooms, but no one noticed.”

• Listen Carefully
  • What to do:
    Let them talk.
    Don’t interrupt.
    Show you’re listening.
  • Examples:
    • “I hear you, Tom. Can you tell me more about what happened?”
    • “I’m listening, Lisa. What made you feel this way?”
  • Hints:
    • Look at them and nod.
    • Don’t use your phone or look away.
    • Say, “I understand,” to show you care.
• Show You Care
  • What to do:
    Thank them for sharing.
    Say their work matters.
  • Examples:
    • “Thank you for telling me, Anna. Your work is important.”
    • “I’m glad you spoke up, Mark. We value you.”
  • Hints:
    • Use their name to make it personal.
    • Be sincere; don’t fake it.
    • Keep your voice calm and kind.
• Ask for Details
  • What to do:
    Ask about their examples to understand better.
  • Examples:
    • “You said you stayed late. Can you explain more?”
    • “What happened when you cleaned extra rooms?”
  • Hints:
    • Ask simple, open questions, e.g., “What else happened?”
    • Take notes if needed to show it’s serious.
    • Don’t argue or say they’re wrong.
• Say Sorry if Needed
  • What to do:
    Apologize for how they feel, even if you didn’t cause it.
  • Examples:
    • “I’m sorry you feel unappreciated, Sarah.”
    • “I’m sorry if we didn’t notice your hard work, Ali.”
  • Hints:
    • Don’t blame them, e.g., don’t say, “You should have told me sooner.”
    • Keep it short and honest.
    • Say “we” to show it’s a team effort, e.g., “We’ll do better.”
• Give Specific Praise
  • What to do:
    Mention something they did well to show you notice.
  • Examples:
    • “I saw you stayed late to help that guest. That was great!”
    • “You cleaned extra rooms, and they looked perfect. Thank you!”
  • Hints:
    • Be specific about their work, not general.
    • Connect it to their example, if possible.
    • Smile to show you mean it.
• Make a Plan
  • What to do:
    Suggest ways to make them feel valued. Ask for their ideas.
  • Examples:
    • “Let’s have a team meeting to thank everyone’s hard work.”
    • “What can I do to make you feel appreciated?”
  • Hints:
    • Offer solutions, e.g., more praise, better schedules, or rewards.
    • Include them in the plan, e.g., “What do you think would help?”
    • Be realistic about what you can do.
• Follow Up
  • What to do:
    Check in later to see if they feel better.
  • Examples:
    • “Let’s talk next week to see how you’re feeling, okay?”
    • “I’ll check in after the weekend to make sure things are better.”
  • Hints:
    • Set a specific time, e.g., “Next Monday at 10 AM.”
    • Keep your promise to follow up.
    • Ask, “Do you feel better now?” to show you care.

———————-
Example response to a staff member situation:

John says,
“I stayed late to help guests, but no one said thank you. I feel like my work doesn’t matter.”

Response:
“Thank you for telling me, John. I’m sorry you feel unappreciated. I noticed you stayed late to help those guests, and that was great work! Can you tell me more about what happened? Let’s find a way to make sure you feel valued, like saying thank you more often. What do you think would help? I’ll check in with you next week to see how things are going.”

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

Dialogue: Team Manager and Front Desk Staff

Setting: The team manager, Emma, is at the front desk after a busy day. A staff member, Sam, approaches her to share his feelings.

Sam: Emma, can I talk to you? I work so hard, but I feel no one sees it. I give my best, but I don’t feel appreciated.

Emma: [Nods, makes eye contact] Oh, Sam, thank you for telling me. [Smiles softly] I’m listening. Can you tell me more? I want to understand how you feel.(Action: Listen carefully; Non-verbal: Nodding, eye contact, soft smile)

Sam: I stayed late yesterday to help a guest with a lost bag. I checked all the rooms and found it, but no one said thank you. And last week, I fixed a booking mistake, but no one noticed.

Emma: [Leans forward, nods] I hear you, Sam. That sounds really hard. [Gentle tone, concerned look] I’m so sorry you feel unappreciated. Your work is very important to us, and I want to make this better.(Action: Show you care, say sorry; Non-verbal: Leaning forward, nodding, concerned look)

Sam: It’s just… I try to be fast and kind to guests, but I feel like it doesn’t matter.

Emma: [Maintains eye contact, nods slowly] I understand. Can you tell me more about what happened yesterday with the guest? I want to know the details.(Action: Ask for details; Non-verbal: Eye contact, slow nodding)

Sam: The guest was upset because their bag was missing. I checked every room and called the cleaning team. It took an hour, but I found it. The guest was happy, but no one said anything to me.

Emma: [Smiles warmly, nods] Wow, Sam, that’s amazing! You did a great job finding that bag and making the guest happy. [Puts hand on heart briefly] I’m so proud of you for staying late to help. Thank you for doing that!(Action: Give specific praise; Non-verbal: Warm smile, nodding, hand on heart)

Sam: Thanks, Emma. But I still feel like my work is not seen most days.

Emma: [Softens expression, nods] I’m really sorry you feel that way, Sam. [Gentle pat on shoulder] Let’s make things better. What can I do to make you feel more valued? Maybe we can say thank you more often or share your good work in our team meetings?(Action: Make a plan; Non-verbal: Soft expression, nodding, gentle pat on shoulder)

Sam: That sounds nice. Maybe if someone says when I do something good, it would help. Like, I also helped a family with a late check-in last week, and it was hard, but no one knew.

Emma: [Smiles, leans in slightly] You’re right, Sam. You did a great job with that late check-in! [Nods enthusiastically] I saw how you stayed calm and made the family happy. Let’s try this: I’ll make sure we notice your hard work more. For example, I can tell the team about your help with the bag and the check-in at our next meeting. [Points to a notebook, smiles] Is that okay?(Action: Give specific praise, make a plan; Non-verbal: Smiling, leaning in, nodding, pointing to notebook)

Sam: Yes, that would be good. I just want to know my work matters.

Emma: [Eye contact, warm smile] It does matter, Sam. You’re a big part of our team. [Nods firmly] To make sure everyone feels valued, I’ll check that we’re fair and thank everyone for their work. I’ll also help you with any hard tasks, like the booking system. [Open hand gesture] Do you need help with anything now?(Action: Be fair, help your team; Non-verbal: Eye contact, warm smile, nodding, open hand gesture)

Sam: Sometimes the booking system is slow, and I get nervous when guests wait.

Emma: [Nods, writes in notebook] Okay, thank you for telling me. Let’s practice using the booking system together tomorrow for 10 minutes before your shift. [Points to schedule, smiles] I’ll show you some tricks to make it faster. Does that sound good?(Action: Help your team, communicate clearly; Non-verbal: Nodding, writing in notebook, pointing to schedule, smiling)

Sam: Yes, that would help a lot. Thank you, Emma.

Emma: [Big smile, eye contact] You’re welcome, Sam! I want our front desk to be a happy place. [Claps hands lightly] Let’s keep work fun and positive. Maybe we can try a new idea, like a “best guest story” at our team meeting to share your great work. [Tilts head, smiles] What do you think?(Action: Create a positive workplace; Non-verbal: Big smile, eye contact, light clap, head tilt)

Sam: I like that idea. It sounds fun.

Emma: [Nods, thumbs up] Great! I’ll check in with you next week to see how you’re feeling. [Points to calendar] Let’s talk on Monday at 10 AM. [Warm smile] If you have more ideas or problems, tell me anytime. You’re doing a fantastic job, Sam!(Action: Follow up, give feedback; Non-verbal: Nodding, thumbs up, pointing to calendar, warm smile)

Sam: Okay, thank you, Emma. I feel better now.Emma: [Smiles, gentle nod] I’m so glad, Sam. Keep up your great work, and let’s make the front desk the best!

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

Analyzing the dialogue:

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

Dialogue: Team manager and restaurant staff

Setting: The team manager, Emma, is in the restaurant after a busy day. A staff member, Sam, approaches him to share his feelings.

Listen carefully, show you care, ask for details, say sorry if needed, give specific praise, make a plan, and follow up

Dialogue: Team Manager and Staff Member

Setting: The restaurant is quiet after the lunch rush.
The team manager, Emma, notices that Sam, a waiter, looks upset and asks to talk in the office.

Emma (Manager): (Smiles warmly, leans forward, and makes eye contact) Sam, you look sad. Can we talk? I want to listen to you.

Sam (Waiter): (Looks down, shrugs) Okay, Emma. I feel bad. I work so hard, but nobody sees it. I give my best, but I feel not appreciated.

Emma (Listen carefully): (Nods, keeps eye contact, sits closer) I hear you, Sam. Soft voice Thank you for telling me. Can you tell me more? What makes you feel this way?

Sam: (Sighs) Last week, I stayed late to clean tables and help guests. I served extra tables when we were busy, but nobody said thank you. I feel like my work doesn’t matter.

Emma (Show you care): (Puts hand on heart, looks concerned) Sam, I’m so glad you told me. (Smiles gently) Your work is very important to us. You help our restaurant so much, and I don’t want you to feel bad. (Nods to encourage him)

Sam: (Frowns) But nobody notices when I do extra. I try to make guests happy, like when I fixed a wrong order for table 3. I feel ignored.

Emma (Ask for Details): (Tilts head, keeps eye contact) I understand, Sam. Can you tell me about the wrong order? (Leans forward) I want to know what happened.

Sam: (Gestures with hands) A guest got the wrong food, so I ran to the kitchen, got the right dish fast, and apologized. The guest was happy, but nobody said anything to me. It’s always like this.

Emma (Say sorry if needed): (Looks serious, softens voice) I’m really sorry you feel ignored, Sam. (Places hand on table, open posture) We should notice your hard work more. I didn’t know about the order, but that was great work fixing it fast. (Nods slowly)

Sam: (Shrugs) Thanks, but it happens a lot. I work hard, but I don’t feel valued.

Emma (Give specific praise): (Smiles big, points to Sam Sam), you do so much for us! (Excited tone, claps hands lightly) I saw you last week helping a family with a baby. You brought a high chair and made them smile. That was amazing! And fixing that order for table 3? Thumbs up That was perfect. You make guests happy, and I see it.

Sam: (Smiles a little) Really? You noticed that? It feels good to hear, but I want to feel it more.

Emma (Make a plan): (Leans forward, enthusiastic nod) Let’s make things better, Sam. (Gestures to include him) I’ll say thank you more, like in team meetings. We can have a “Star of the Week” to celebrate great work like yours. (Points to wall) Maybe a thank-you board for everyone’s efforts. What do you think would help you feel valued? (Raises eyebrows, inviting response)

Sam: (Nods, looks thoughtful) That sounds nice. Maybe just say thank you more? Or if I stay late, someone notices?

Emma: (Claps hands, smiles) Great idea! (Points to Sam) I’ll make sure we thank you for extra work, like staying late. I’ll tell the team to notice everyone’s efforts. (Gestures to board) We’ll put up a thank-you board for great work like yours. Does that sound okay?

Sam: (Smiles more) Yes, that would help. I just want to know my work matters.

Emma (Follow Up): (Nods firmly, makes eye contact) I promise to do better, Sam. (Points to calendar) Let’s talk again next Monday after your shift. (Soft smile) I’ll check if you feel better. If you have more ideas, tell me anytime, okay? (Open hand gesture)

Sam: (Nods, looks relieved) Okay, Emma. Thank you for listening. I feel better now.

Emma: (Big smile, leans forward) You’re welcome, Sam. (Thumbs up) You’re a great part of our team. Keep up your amazing work, and I’ll make sure we show you how much we value you. (Nods encouragingly)
___________________________

Explanation of Structure and Non-Verbal Communication

• Listen Carefully:
  Emma nods, maintains eye contact, and sits closer to show she’s fully focused. She uses a soft voice to encourage Sam to share more.
• Show You Care:
  Emma puts her hand on her heart, looks concerned, and smiles gently to show empathy. Nodding encourages Sam to keep talking.
• Ask for Details:
  Emma tilts her head and leans forward to show interest in Sam’s specific example, keeping her body language open.
• Say Sorry if Needed:
  Emma uses a serious expression and open posture (hand on table) to show sincerity when apologizing, reinforcing her care.
• Give Specific Praise:
  Emma smiles big, claps lightly, and gives a thumbs-up to show enthusiasm for Sam’s efforts, making her praise feel genuine.
• Make a Plan:
  Emma gestures to include Sam, points to the wall for the thank-you board, and raises her eyebrows to invite his input, showing collaboration.
• Follow Up:
  Emma points to a calendar and uses a firm nod to show commitment, with a soft smile to keep the tone warm and supportive.
• Non-Verbal Emphasis:
  Throughout, Emma uses eye contact, smiles, nods, open gestures, and an enthusiastic tone to show she values Sam. These non-verbal cues make her words feel sincere and help Sam feel heard.

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

Analysis of the dialogue:

___________________________

Final thoughts, a happy memeber of the staff:

I feel so much better after talking to Emma. Before, I was sad and tired.
I work really hard at the restaurant—staying late, helping guests, fixing wrong orders—but nobody noticed.
I thought, “My work doesn’t matter. I’m invisible here.”
Emma’s talk changes that.
She listens with kind eyes, nods, and sits close, so I feel heard.
Her sorry shows she cares, and that makes me happy.
When she praises me for helping the family with the baby, I smile big. I think, “She saw me! I’m not invisible!”
Her plan for more thanks, like a “Star of the Week” and a board, sounds great.
I hope she checks in next Monday like she said.
If she does, I’ll feel valued and want to work even harder for the team.
I’m starting to feel important again.

• >listen,
  >>appreciate,
  >>>fair,
  >>>>help,
  >>>>>communicate,
  >>>>>> solve,
  >>>>>>>positive,
  >>>>>>>> feedback

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

A great team manager in the hospitality and tourism business knows how to work well with people. The manager listens, appreciates, is fair, helps, communicates clearly, solves problems, stays positive, and gives feedback. These simple actions build a strong and happy team.

First, a good manager listens carefully to the team. When staff talk about their problems or ideas, the manager pays attention and shows interest. Listening makes people feel respected and builds trust.

Second, a manager must appreciate the team’s work. Saying “thank you” and giving praise motivates staff to do their best. Everyone likes to know that their hard work is noticed.

Being fair is also very important. A manager should treat everyone the same and not have favorites. Fairness helps the team work together peacefully.

A great manager also helps the team. When someone struggles, the manager offers support, training, or advice. Helping others builds confidence and skills.

Good managers communicate clearly. They give simple, clear instructions so that everyone understands what to do. This avoids mistakes and stress.

They also solve problems fast. When conflicts or issues happen, the manager stays calm and finds a fair solution. Quick action keeps the team and guests happy.

A manager should create a positive workplace. Smiling, greeting people, and encouraging them make the job more enjoyable. A happy team works better together.

Finally, great managers give feedback. They tell staff what they do well and how to improve. Feedback helps people grow and feel valued.

In short, a great manager listens, supports, and inspires their team. In hospitality and tourism, where teamwork is essential, these qualities make all the difference.

__________________________

Vocabulary:

• hospitality business – hotels, restaurants, and places that take care of guests.
• to work well – to do your job in a good way.
• to appreciate – to say thank you and be happy about what someone does.
• to be fair – to treat everyone the same way.
• to communicate – to talk or write to someone to share ideas.
• to solve problems – to find answers when something is wrong.
• to stay positive – to be happy and think in a good way.
• to give feedback – to tell someone what they do well and what they can do better.
• to pay attention – to listen carefully.
• to show interest – to look and act like you care about something.
• to feel respected – to feel that people are kind and listen to you.
• to build trust – to make people believe in you.
• to give praise – to say good things about someone’s work.
• to motivate – to make someone want to do something.
• to be noticed – when someone sees and knows what you do.
• to treat the same – to act the same way with everyone.
• to struggle – to have a hard time doing something.
• to offer support – to help someone.
• to offer advice – to tell someone what they can do.
• to build confidence – to help someone believe in themselves.
• skills – things you can do well.
• to avoid mistakes – to stop errors before they happen.
• a conflict – when two people do not agree.
• an issue – a problem or something that needs to be fixed.
• to stay calm – to be quiet and not angry.
• a fair solution – an answer that is good for everyone.
• a positive workplace – a happy place to work.
• to encourage staff – to make workers feel strong and ready to do their job.
• an enjoyable job – work that is fun and nice to do.
• feedback – words that tell you how you are doing your work.
• to improve – to make something better.
• to feel valued – to feel that people think you are important.
• to support – to help someone.
• to inspire somebody – to make someone want to do something good.
• to be essential – to be very important.
• to make a difference – to do something that helps or changes things in a good way.

Before you continue, make sure you understand the text and the vocabulary that is given above.

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

Key Words:

listen,
appreciate,
fair,
help,
communicate,
solve,
positive,
feedback

• Listen to Your Team
  • What it means: Pay attention when staff talk. Show you care about their ideas or problems.
  • Why it’s important: Staff feel valued when you listen. It builds trust.
  • Examples:
    • A waiter says guests are rude. Listen and ask, “Can you tell me what happened?”
    • A cleaner says they need more time for rooms. Nod and say, “I hear you. Let’s talk about it.”
  • Hints:
    • Look at them when they speak.
    • Don’t interrupt.
    • Repeat what they say to show you understand, e.g., “So, you feel stressed because of…?”
• Say Thank You
  • What it means: Tell staff they do a good job. Praise their work often.
  • Why it’s important: It makes staff feel appreciated and motivated.
  • Examples:
    • “Great job helping that guest, Maria!”
    • “Thank you, Ahmed, for cleaning the lobby so well.”
  • Hints:
    • Be specific: Say what they did well.
    • Praise in front of others sometimes, e.g., during a team meeting.
    • Write a thank-you note or give a small reward like a coffee voucher.
• Be Fair
  • What it means: Treat everyone the same. Don’t favor some staff over others.
  • Why it’s important: Fairness makes staff trust you and work as a team.
  • Examples:
    • Give shifts equally, e.g., don’t always give weekends to one person.
    • If a rule is “no phones,” apply it to everyone, not just some.
  • Hints:
    • Make clear rules and share them with everyone.
    • Explain why decisions are made, e.g., “I gave Anna the shift because she asked first.”
    • Check if staff feel rules are fair by asking, “Is this okay for everyone?”
• Help Your Team
  • What it means: Support staff when they struggle. Teach or train them.
  • Why it’s important: Helping staff improves their skills and confidence.
  • Examples:
    • A new receptionist is slow. Show them how to use the booking system.
    • A cleaner struggles with stains. Give them a new cleaning tool and show how to use it.
  • Hints:
    • Ask, “Do you need help with this task?”
    • Offer short training sessions, e.g., 10 minutes before a shift.
    • Pair new staff with experienced ones for support.
• Communicate Clearly
  • What it means: Give simple instructions. Check if staff understand.
  • Why it’s important: Clear communication prevents mistakes and confusion.
  • Examples:
    • Say, “Please clean 5 rooms by 2 PM,” not “Clean some rooms.”
    • Ask, “Is this clear?” after explaining a task.
  • Hints:
    • Use short sentences.
    • Write important tasks on a board or paper.
    • Repeat or rephrase if someone looks confused.
• Solve Problems Fast
  • What it means: Fix conflicts or issues quickly and calmly.
  • Why it’s important: Fast solutions keep the team happy and work smooth.
  • Examples:
    • Two waiters argue about tips. Talk to them separately and agree on a fair way to share.
    • A guest complains about a dirty room. Apologize and fix it immediately.
  • Hints:
    • Stay calm, even if staff are upset.
    • Listen to both sides in a conflict.
    • Make a clear plan to avoid the problem again, e.g., “Let’s check rooms twice.”
• Create a Positive Workplace
  • What it means: Make work fun and friendly. Smile and encourage staff.
  • Why it’s important: A happy team works better and stays longer.
  • Examples:
    • Say, “Let’s make today a great day!” at the start of a shift.
    • Plan a small team party after a busy week.
  • Hints:
    • Smile and greet staff by name.
    • Celebrate small wins, e.g., “We got great guest reviews this week!”
    • Ask staff for fun ideas, like a team game or theme day.
• Give Feedback
  • What it means: Tell staff what they do well and what to improve.
  • Why it’s important: Feedback helps staff grow and feel noticed.
  • Examples:
    • “Sara, you’re great with guests, but please be faster with orders.”
    • “John, your cleaning is excellent! Try to finish 5 minutes earlier.”
  • Hints:
    • Start with something positive, then suggest improvement.
    • Be kind and specific, e.g., don’t say, “You’re slow,” but “Let’s work on speed.”
    • Ask, “How can I help you improve?”

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

Cheat sheet:

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

Another cheat sheet on ‚Actions‘

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

Speech to the housekeeping team

Dear team,

I want to start by saying a big thank you for your wonderful work! You make our hotel shine, and I’m so proud of you.
Guests always tell me how clean the rooms are, how neat the beds look, and how spotless the bathrooms are.
Your hard work makes their stay special, and I see the effort you put in every day.
You truly make our hotel a warm and welcoming place.

To keep doing our best, let’s focus on a few things that help us succeed.
Please keep smiling and greeting guests kindly—it makes them feel at home.
Take care when cleaning, checking corners for dust and making beds perfectly.
Try to finish tasks on time, like cleaning five rooms by 2 PM.
If you need help or more time, please tell me—I’m here to support you.
Also, feel free to share fun ideas, like a team game or a special theme day, to make work enjoyable.

There are a couple of areas where we can improve. Instead of rushing, take a moment to check under beds and tables for any dirt.
Try to avoid using phones during work, as it can slow us down.
Let’s also aim to finish rooms a little faster, maybe five minutes earlier, and double-check bathrooms for spots on mirrors or sinks.

If you have any feedback or ideas, please share them with me now or after your shift.
I’m always listening, and your thoughts matter.
You’re an amazing team!
Let’s keep working together, stay positive, and make our hotel the best.
Thank you for everything you do!

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

Speech to the restaurant team

Thank you for your wonderful work!
You make our restaurant a friendly and happy place. Your big smiles, fast service, and yummy food make guests smile. I’m so proud of how hard you work every day. You help guests want to come back, and I see the care you put in every job.To keep our restaurant great, here are things to keep doing:

• Say hello to guests with a smile. It makes them feel good.
• Serve food with care. Check orders are right and plates look nice.
• Finish jobs on time, like preparing tables before lunch at noon.
• Ask me for help if something is hard, like using the new coffee machine. I’m here to help.
• Share fun ideas, like a new dessert or a team game, to make work better.

Here are things we can do better:

• Don’t rush when serving. Check orders twice to avoid mistakes.
• Try not to use phones at work. It takes attention from guests.
• Be a bit faster when clearing tables after guests leave.
• Check drink stations two times to make sure they’re clean and full.

If you have ideas or want to talk, tell me now or after your shift. I listen, and your ideas are important. You’re a great team! Let’s stay happy, work together, and make our restaurant the best. Thank you for your hard work!

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

Speech to the Front Desk Team

Hello, Front Desk Team!
Thank you for your amazing work! You make our hotel welcoming and special. Your friendly smiles, quick help, and kind words make guests happy. I’m so proud of how hard you work every day.
You help guests feel at home, and I see the care you put into every task.
To keep our front desk great, here are things to keep doing:

• Greet guests with a big smile and say hello. It makes them feel good.
• Check guest details carefully, like names and room numbers, to avoid mistakes.
• Finish tasks on time, like checking in guests before the evening rush.
• Ask me for help if something is hard, like using the booking system. I’m here for you.
• Share ideas to make work fun, like a new welcome sign or a team activity.

Here are things we can do better:

• Don’t rush check-ins. Take time to check details twice.
• Try not to use phones during shifts. It takes focus from guests.
• Be a bit faster when answering phone calls or emails.
• Check the lobby twice to keep it clean and tidy.

If you have ideas or want to talk, tell me now or after your shift. I’m listening, and your thoughts matter. You’re a fantastic team! Let’s stay happy, work together, and make our hotel the best.
Thank you!

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

– for exceptional guest service

1. Greetings & Introductions

Key Phrases:

• Good morning/afternoon/evening.
• Welcome to [Hotel/City Name].
• How can I help you today?
• May I have your name, please?
• It’s a pleasure to meet you.

Dialogue Examples:

Example 1:
Staff: Good morning! Welcome to Sunshine Hotel. How can I help you?
Guest: Hello! I have a reservation under the name Garcia.
Staff: Thank you, Mr. Garcia. May I see your passport, please?

Example 2:
Staff: Good evening! Are you checking in today?
Guest: Yes, I am.
Staff: Perfect! Welcome to our hotel. My name is Anna.

Practice Exercises:

1. Role-play meeting a guest for the first time. Switch roles.
2. Write three alternative ways to welcome a guest politely.

2. Checking In & Out

Key Phrases:

• Do you have a reservation?
• Can I see your ID/passport?
• Your room number is…
• Here is your key card.
• Check-out time is at [time].
• Would you like help with your luggage?

Dialogue Examples:

Example 1:
Staff: Good afternoon, Mr. Lee. Do you have a reservation?
Guest: Yes, under Lee.
Staff: Perfect. Your room is 305. Here is your key card.
Guest: Thank you.

Example 2 (Problem):
Guest: I think my reservation is missing.
Staff: I’m sorry for the inconvenience. Let me check again. Yes, we have it. You are in room 210.

Example 3 (Checking Out):
Staff: Good morning, Ms. Brown. Are you checking out today?
Guest: Yes, I am.
Staff: Great. Did you enjoy your stay?
Guest: Yes, very much! Thank you.

Practice Exercises:

1. Role-play a guest arriving without a reservation.
2. Role-play checking out and asking about taxi services.

3. Room Service & Facilities

Key Phrases:

• Would you like extra towels/pillows?
• The Wi-Fi password is…
• The pool/gym is open from [time] to [time].
• Can I help you with anything else?
• Your room has [amenity].

Dialogue Examples:

Example 1:
Staff: Good afternoon, Ms. Brown. Would you like extra towels?
Guest: Yes, please.
Staff: Here you are. Can I help you with anything else?

Example 2:
Guest: Excuse me, I cannot connect to the Wi-Fi.
Staff: I’m sorry for the inconvenience. The password is ‘Sunny123’.

Example 3:
Guest: Is the gym open now?
Staff: Yes, it is open from 6 AM to 10 PM.

Practice Exercises:

1. Role-play a guest asking about different facilities: pool, gym, spa, laundry.
2. Make a list of 5 items guests often request and practice dialogues.

4. Providing Directions

Key Phrases:

• The [place] is straight ahead.
• Turn left/right at the traffic lights.
• It is about 10–15 minutes by taxi.
• Do you want a map?
• The nearest [bank/store/restaurant] is…

Dialogue Examples:

Example 1:
Guest: Excuse me, how can I get to the museum?
Staff: Go straight for two blocks, then turn left. It is about 10 minutes from here.

Example 2:
Guest: Where is the nearest pharmacy?
Staff: Turn right at the traffic lights. It’s next to the bank.

Example 3:
Guest: Is it far to the train station?
Staff: No, it’s about 15 minutes by taxi.

Practice Exercises:

1. Draw a small map and practice giving directions.
2. Role-play a guest asking directions to 3 different places.

5. Handling Complaints

Key Phrases:

• I’m sorry for the inconvenience.
• We will fix this immediately.
• Thank you for your patience.
• Can I offer you a solution?
• Let me check that for you.

Dialogue Examples:

Example 1:
Guest: My air conditioner is not working.
Staff: I’m sorry for the inconvenience. We will send maintenance immediately.
Guest: Thank you.

Example 2:
Guest: The room is too noisy.
Staff: I’m very sorry. We can move you to another room if you like.

Example 3:
Guest: My breakfast was cold.
Staff: I’m sorry about that. Can I offer you another breakfast free of charge?

Practice Exercises:

1. Role-play a guest complaint about a dirty room.
2. Practice polite apologies and offering solutions.

6. Booking Tours & Activities

Key Phrases:

• Do you want to join the city tour?
• The tour starts at [time] and lasts [duration].
• Tickets cost [amount] per person.
• You need to bring your ID.
• Can I reserve a ticket for you?

Dialogue Examples:

Example 1:
Staff: Good morning, would you like to join our city tour today?
Guest: Yes, please. What time does it start?
Staff: It starts at 9 AM. Tickets are $10 per person.

Example 2:
Guest: Can I book a boat trip for tomorrow?
Staff: Of course! It starts at 8 AM and lasts 3 hours.

Example 3:
Guest: How much is the temple visit tour?
Staff: It costs $15 per person. Would you like me to reserve tickets for you?

Practice Exercises:

1. Role-play a guest asking about tours, including prices and times.
2. Make a list of 5 common questions guests ask about tours.

7. Useful Polite Expressions

Practice Exercises:

1. Write a dialogue using at least 5 polite expressions.
2. Practice greeting guests with “Good morning” + “Welcome to [Hotel]”.

✅ Tips for Exceptional Guest Service

1. Smile and maintain eye contact.
2. Speak slowly and clearly.
3. Listen carefully to the guest’s needs.
4. Use polite expressions and repeat important information.
5. Always offer solutions, not just apologies.
6. Learn 10–20 common English phrases for your hotel daily.

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

• a difficult dinner: the guest who never stops complaining

Characters:

• Waiter – friendly, calm, always polite
• Mr. Brown (Guest) – complains often, wants everything perfect
• Mrs. Brown, Anna, and Tom – his friends, mostly quiet, polite
  
  —————————————————

[Scene: Entrance of River View Restaurant. The waiter stands straight, smiling warmly.]

Waiter (with a friendly voice, small bow):
Good evening, sir! Welcome to River View Restaurant. Do you have a reservation?

Mr. Brown (looking around):
Yes, I do. A table for two, please.

Waiter (checking tablet, nodding):
Yes, Mr. Brown. Table for two inside.

Mr. Brown (frowning):
No, no. We are four now. We want to sit outside, by the river.

Waiter (still smiling, with open hands):
Of course, sir. Let me check if we have a table for four on the terrace. One moment, please.

[He walks quickly to the hostess stand, checks the list, talks softly to a colleague, then comes back smiling.]

Waiter:
Yes, sir. We have one table for four near the river. Please follow me.

[They walk to the terrace. The guests sit. Mr. Brown waves his hand near his face, looking annoyed.]

Mr. Brown:
Oh no, there are many mosquitoes here!

Waiter (sympathetic smile):
I’m sorry, sir. I will bring some mosquito repellent.

[He leaves quickly, returns with a small spray, hands it over with both hands.]

Waiter:
Here you are, sir. This will help.

Mr. Brown (spraying):
Thank you, but I don’t like this.

Waiter (still smiling politely):
Would you like to see the menu?

Mr. Brown:
Yes, please.

[Waiter gives each guest a menu carefully.]

Waiter:
Can I bring you something to drink while you choose?

Mr. Brown:
Yes. Two lemon juices, one sparkling water, one still water.

Waiter:
Very good, sir. I will bring them now.

[He leaves, comes back with a tray, serves each drink with a small nod.]

Waiter (smiling):
Here are your drinks. Please take your time. I’ll come back soon for your order.

[Waiter walks a few steps back and observes politely from a distance. The group looks at the menu. After a few minutes, he returns, holding his order pad.]

Waiter (pleasant tone):
Are you ready to order, sir?

Mr. Brown (still frowning):
Actually… no. Too many mosquitoes! We want to move inside.

Waiter (nodding slowly):
Of course, sir. I understand. I’ll check if there is a free table inside.

[He walks away, checks the list, and comes back.]

Waiter:
We have a table for four in the middle of the restaurant.

Mr. Brown (crossing arms):
Not in the corner? I prefer a corner table.

Waiter (soft tone, apologetic smile):
I’m sorry, sir. All the corner tables are reserved tonight.

Mr. Brown (sighing):
All right. We’ll take the one in the middle.

[They move inside. Waiter opens the door, leads them to the table, pulls out the chairs. Everyone sits.]

Waiter (smiling):
Here we are, sir. Please take a seat. Are you ready to order now?

Mr. Brown (looking at the menu again):
Yes. We’re ready.

Waiter (pen ready):
Wonderful. What would you like to have?

Mr. Brown (deciding):
I’ll take the grilled beef steak with mashed potatoes.

Waiter (nodding):
Excellent choice, sir. Our beef steak is cooked fresh, and the mashed potatoes are made with butter and herbs. Would you like your steak medium or well done?

Mr. Brown:
Medium, please.

Waiter (writing carefully):
Medium. Very good, sir.

Mrs. Brown:
I would like the fried fish with vegetables.

Waiter (smiling):
That’s one of our most popular dishes, madam. The fish is very fresh from the market today.

Anna:
I’m vegan. Do you have something for me?

Waiter (smiling warmly):
Of course! I recommend our vegan curry with tofu and coconut milk. It’s not spicy, just full of vegetables and flavor.

Anna (smiling):
That sounds perfect. I’ll take that.

Tom:
And I need something gluten-free.

Waiter:
Yes, sir. We have a chicken with rice and vegetables, completely gluten-free. Would you like that?

Tom:
Yes, that’s good.

Waiter (checking the order):
So, one beef steak, one fried fish, one vegan curry, and one gluten-free chicken with rice. Is that correct?

Mr. Brown:
Yes, that’s right.

Waiter (smiling):
Thank you very much. I’ll bring your meals soon.

[He leaves. After a short time, he returns with the food on a tray, carefully serving each dish.]

Waiter:
Here are your main dishes. Please enjoy your meal.

[After a few minutes, waiter returns, smiling politely, hands behind his back.]

Waiter:
Is everything all right with your meal?

Mr. Brown (nodding):
Yes, it’s good.

Anna:
The curry is delicious, thank you.

Waiter (smiling):
I’m very happy to hear that.

[He bows slightly and leaves. Later, he returns to the table when they have finished eating.]

Waiter (pleasant tone):
Would you like to have dessert?

Mr. Brown:
Yes, we want four different desserts.

Waiter (smiling):
Of course, sir. May I recommend something?

Mr. Brown (a bit surprised):
Yes, go ahead.

Waiter (enthusiastic but polite):
We have a chocolate cake with warm sauce — very rich and soft.
We also have a fruit salad — fresh and light.
Our mango pudding is very popular, and the ice cream with coconut is perfect after a warm day.

Mrs. Brown:
Okay, we’ll take those four.

Waiter (writing):
Wonderful. Would you like some coffee with dessert?

Mr. Brown:
Yes, two coffees — one normal, one decaffeinated.

Waiter:
Of course, sir.

[He brings desserts and coffee. Guests enjoy. After finishing, Mr. Brown raises his hand slightly.]

Mr. Brown:
Can we have the bill, please?

Waiter (coming quickly, polite smile):
Of course, sir. Will you pay by cash or card?

Mr. Brown:
By card.

[Waiter brings the bill and card machine, waits patiently. Mr. Brown pays. Waiter smiles politely.]

Waiter:
Thank you very much, sir. We hope to see you again.

[Guests stand, leave without tipping. Waiter keeps smiling, standing straight.]

Waiter (quietly, with a calm smile):
Always friendly. Always professional.

__________________________

Vocabulary:

to nag – to talk again and again about something in an annoying way.
to complain – to say that you are not happy about something.
an entrance – the place where you go in.
to stand straight – to stand with your back tall and not bend.
to bow – to bend your head or body to show respect.
a terrace – a place outside a building where people can sit and eat.
a hostess stand – the small desk near the entrance where staff welcome guests.
to wave one’s hand near one’s face – to move your hand near your face to stop flies or mosquitoes.
to look annoyed – to have an unhappy or angry face.
to choose a drink – to decide which drink you want.
a tray – a flat thing used to carry food or drinks.
to nod – to move your head up and down to say “yes.”
to observe – to watch something carefully.
an order pad – a small notebook for writing what people order.
to frown – to make a face that shows you are not happy.
mashed potatoes – soft potatoes that are cooked and pressed smooth.
herbs – small green plants used to make food taste good.
vegetables – food like carrots, beans, and cabbage.
to recommend – to say something is good or to suggest something.
spicy – with a hot taste from spices.
flavor – how something tastes.
delicious – very good to eat.
a pleasant tone – a nice and friendly way of speaking.
decaffeinated – without caffeine (for example, coffee with no caffeine).
to raise one’s hand – to lift your hand up.
to wait patiently – to wait calmly and politely.
to tip (in a restaurant) – to give extra money to the waiter for good service.

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

Complete, words below:

vegetables – polite – tipping – changes –
insects – terrace – recommends –
complains – pleasant –
stays – table

—————————-

Mr. Brown comes to a restaurant with three friends.
At first, he says he has a __________ for two, but then he _________ his mind and wants a table for four outside on the __________ by the river.
There are many mosquitoes, and he __________ a lot, waving his hand near his face.
The waiter stays very friendly and __________, brings mosquito repellent, and speaks in a__________ tone.
Later, the guests move inside because the __________ are too many.
They order different meals: grilled beef steak with mashed potatoes, fried fish with __________, vegan curry with tofu, and gluten-free chicken with rice.
The waiter __________ the food and serves everything carefully.
After dessert and coffee, the guests pay and leave without __________, but the waiter still smiles and __________ professional.

———————————
Full version:

Mr. Brown comes to a restaurant with three friends. At first, he says he has a table for two, but then he changes his mind and wants a table for four outside on the terrace by the river. There are many mosquitoes, and he complains a lot, waving his hand near his face. The waiter stays very friendly and polite, brings mosquito repellent, and speaks in a pleasant tone. Later, the guests move inside because the insects are too many. They order different meals: grilled beef steak with mashed potatoes, fried fish with vegetables, vegan curry with tofu, and gluten-free chicken with rice. The waiter recommends the food and serves everything carefully. After dessert and coffee, the guests pay and leave without tipping, but the waiter still smiles and stays professional.
################

Match the definition with the word – not easy:

Exercise 1

Definitions:

1. To say that you are not happy about something.
2. Soft potatoes that are cooked and pressed smooth.
3. A flat thing used to carry food or drinks.
4. To move your head up and down to say “yes.”
5. Very good to eat.
6. To lift your hand up.
7. A small notebook for writing what people order.
8. A place outside a building where people can sit and eat.
9. To bend your head or body to show respect.
10. Food like carrots, beans, and cabbage.
11. To watch something carefully.
12. Without caffeine (for example, coffee).

Words (random order, A–L):
A. to raise one’s hand
B. tray
C. mashed potatoes
D. decaffeinated
E. a terrace
F. to nod
G. an order pad
H. to complain
I. delicious
J. to observe
K. vegetables
L. to bow

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

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

Exercise 2

Definitions:

1. To talk again and again about something in an annoying way.
2. The place where you go in.
3. To stand with your back tall and not bend.
4. A nice and friendly way of speaking.
5. To bend your head slightly to show respect.
6. To decide which drink you want.
7. The small desk near the entrance where staff welcome guests.
8. A nice way to speak to make someone happy.
9. To move your hand near your face to stop insects.
10. To wait calmly and politely.
11. To give extra money to a waiter for good service.
12. The place where people go in and out of a building.

Words:

A. to tip
B. to wave one’s hand near one’s face
C. a pleasant tone
D. to raise one’s hand
E. an entrance
F. to bow
G. a hostess stand
H. to choose a drink
I. to nag
J. to stand straight
K. to wait patiently
L. an entrance

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

True or false?

1. Mr. Brown first says he has a table for four.
2. The guests sit on a terrace by the river.
3. The waiter brings mosquito repellent.
4. Mr. Brown is happy with the corner table inside.
5. The waiter recommends dishes to the guests.
6. One guest orders a vegan meal.
7. The guests tip the waiter generously.
8. Mr. Brown complains about mosquitoes.
9. The waiter becomes angry at the guests.
10. The waiter always stays polite and friendly.
11. The guests order three different meals only.
12. The waiter asks how the guests want to pay.
13. The guests drink water and lemon juice.
14. The waiter ignores the complaints about insects.

______________________
True: 2,3,5,6,8,10,12,13

______________________
Correct version:

1. Mr. Brown first says he has a table for four. True is: Mr. Brown first says he has a table for two.
2. The guests sit on a terrace by the river.
3. The waiter brings mosquito repellent.
4. Mr. Brown is happy with the corner table inside. True is: Mr. Brown cannot get a corner table; all are reserved.
5. The waiter recommends dishes to the guests.
6. One guest orders a vegan meal.
7. The guests tip the waiter generously. True is: The guests leave without tipping.
8. Mr. Brown complains about mosquitoes.
9. The waiter becomes angry at the guests. True is: The waiter stays polite and friendly.
10. The waiter always stays polite and friendly.
11. The guests order three different meals only. True is: The guests order four different meals.
12. The waiter asks how the guests want to pay.
13. The guests drink water and lemon juice.
14. The waiter ignores the complaints about insects. True is: The waiter brings mosquito repellent and stays polite.

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

Scene-by-scene analysis

Scene 1 – Entrance

Keywords: entrance, reservation, waiter, polite, smile

• The waiter stands straight at the entrance.
• He bows and says “Good evening.”
• The guest (Mr. Brown) says he has a reservation for two.
• The waiter checks his list and smiles.
• The guest changes his mind: now they are four and want to sit outside on the terrace.
• The waiter stays friendly and says he will check availability.

Scene 2 – Moving to the Terrace

Keywords: terrace, insects, mosquito repellent, polite waiter

• The waiter finds a table for four outside.
• He leads the guests to the terrace by the river.
• The guest waves his hand near his face, looks annoyed, and complains about mosquitoes.
• The waiter says sorry and brings mosquito repellent.
• The waiter gives the menus and asks about drinks.
• They choose drinks: two lemon juices, one sparkling water, one still water.
• The waiter brings the drinks on a tray, nods, and leaves them time to choose food.

Scene 3 – Too Many Mosquitoes

Keywords: change table, inside, polite, understanding

• When the waiter comes back to take the order, the guest complains again.
• He says they want to move inside because there are too many mosquitoes.
• The waiter stays calm and checks for a free table inside.
• Only a table in the middle is free.
• The guest wants a corner table, but all are reserved.
• The guest frowns, then agrees to move inside.
• The waiter stays pleasant and helps them move.

Scene 4 – Ordering the Meals

Keywords: menu, recommendation, different diets, friendly service

• The waiter gives the menus again.
• He asks if they are ready to order.
• They order:
  • Mr. Brown: grilled beef steak with mashed potatoes
  • Mrs. Brown: fried fish with vegetables
  • Anna: vegan curry with tofu and coconut milk
  • Tom: chicken with rice (gluten-free)
• The waiter makes recommendations for each dish.
• He uses a pleasant tone and smiles.
• The guests agree and the waiter goes to the kitchen.

Scene 5 – During the Meal

Keywords: serving, checking, polite waiter

• The waiter brings the meals on a tray.
• He says “Enjoy your meal.”
• The guests start to eat.
• The waiter observes quietly from a distance.
• Later he comes and asks, “Is everything all right?”
• The guests say, “Yes, it’s good,” and the waiter smiles and nods.

Scene 6 – Desserts and Coffee

Keywords: dessert, coffee, recommendation, friendly service

• The waiter returns and offers dessert.
• The guest says they want four different desserts.
• The waiter recommends: chocolate cake, fruit salad, mango pudding, and coconut ice cream.
• The guests agree.
• They also order two coffees – one normal, one decaffeinated.
• The waiter brings everything politely and in a pleasant tone.

Scene 7 – Paying and Leaving

Keywords: bill, payment, polite waiter, no tip

• After dessert, the guest raises his hand and asks for the bill.
• The waiter comes quickly and asks if they want to pay by cash or card.
• The guest pays by card.
• The waiter waits patiently, thanks them, and wishes them a good evening.
• The guests leave without tipping.
• The waiter stays calm, polite, and smiling.
• He says softly, “Always friendly. Always professional.”

Summary – Main Ideas

Keywords: polite waiter, complaining guest, good service

• The guest complains many times.
• The waiter never gets angry.
• He stays friendly, patient, and professional.
• The story shows good service and positive attitude in a difficult situation.

• bad start, happy finish

Scene:
A small restaurant in the evening. Soft music plays. A guest sits alone at a table near the window. The waiter comes with a menu.

Waiter: (smiling politely, standing straight, hands folded) Good evening, madam. Here is the menu.

Guest: (smiles back, takes the menu with both hands) Thank you.

(The guest opens the menu slowly, looks carefully at the dishes, moves her finger along the list. Then she looks up.)

Guest: (calm voice) Excuse me, I have special needs with food. I can’t eat gluten.

Waiter: (looks around the restaurant, distracted, only nods but doesn’t answer)

(A short silence. The guest looks surprised, then annoyed.)

Guest: (frowns, leans forward, louder voice) Hello? Did you hear me? I said I can’t eat gluten!

Waiter: (turns quickly, eyes wide, looks nervous) Oh! I’m very sorry, madam. (puts a hand on his chest) I didn’t hear you. You can’t eat gluten, yes?

Guest: (crosses arms, leans back in her chair) Yes, exactly.

Waiter: (takes a small step back, calm tone) I understand. Please don’t worry. We have gluten-free dishes. (points at the menu) This pasta and the grilled chicken are both gluten-free.

Guest: (sighs, face relaxes a little) Okay. Then I’ll take the vegetable pasta, please.

Waiter: (writes in a small notebook) Of course, madam. Would you like something to drink?

Guest: Just water, please.

Waiter: (smiles politely) Very good. I’ll bring it right away.

(He walks quickly to the kitchen. The guest watches him, still not smiling, then looks out of the window. A few minutes later, the waiter returns with her meal.)

Waiter: (holding the plate with both hands, careful voice) Here is your gluten-free pasta. I hope you enjoy it. (places it gently on the table)

Guest: (looks at the plate, smells the food, nods slowly) Thank you.

(She starts eating quietly. Her face softens; she looks more relaxed. The waiter watches her from a distance and smiles slightly.)

———————end of audio—————–

(After some time, the guest finishes. She puts her fork down, wipes her mouth with a napkin, and leans back, looking satisfied.)

Waiter: (approaches with a gentle smile, hands behind his back) Was everything all right, madam?

Guest: (looks up, smiles a little) Yes, it was very good. Thank you.

Waiter: (smiles, nods) I’m happy to hear that. Would you like some dessert or maybe coffee? We have fruit salad, chocolate mousse, and ice cream.

Guest: (thinks for a moment, tapping her finger on the table) Hmm… fruit salad, please.

Waiter: (writes it down) Excellent choice, madam.

(He walks away, then returns with the dessert.)

Waiter: (sets it carefully on the table) Here you are. I hope you like it.

Guest: (smiling) That looks delicious. Thank you.

(She eats slowly, relaxed now. After she finishes, she places her spoon on the plate. The waiter returns with the bill on a small tray.)

Waiter: (smiling warmly) Madam, here is your bill. The dessert is free — from the restaurant. For the first bad impression before.

Guest: (eyes widen, smiles kindly) Oh, that’s very nice of you. Thank you very much.

Waiter: (bows slightly) You are most welcome. Would you like to pay by cash or card?

Guest: (takes out her purse) By card, please.

Waiter: (nods) Of course. Which card do you have — Visa or MasterCard?

Guest: Visa.

Waiter: (takes the card machine, smiling) Perfect. (holds it out) Please insert your card here.

(The guest pays. The waiter checks the machine and nods.)

Waiter: Thank you very much, madam. Everything is fine.

Guest: (puts her card away, stands up, smiling) Thank you. The service was very nice in the end.

Waiter: (bows a little, hands in front, honest voice) Madam, I’m truly sorry again for the misunderstanding at the beginning. I should have listened better.

Guest: (smiles kindly) It’s all right. You were very kind after that.

Waiter: (hand on his heart) Thank you. I hope to see you again.

Guest: (waves as she walks toward the door) Maybe you will.
——————end of audio—————
Have a nice evening.

Waiter: (waves back, smiling warmly) You too, madam. Goodbye.

(The guest leaves. The waiter stands for a moment, then smiles quietly to himself. The restaurant feels calm again.)

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

An analysis of dialogue, with comments

Step 1: The Waiter Greets the GuestDialogue:

Waiter: (smiling politely, standing straight, hands folded) Good evening, madam. Here is the menu.
Guest: (smiles back, takes the menu with both hands) Thank you.

Analysis:

• The waiter starts politely. He smiles and stands straight. This shows respect.
• His hands are folded, which looks professional.
• The guest is friendly. She smiles and takes the menu carefully.
• Both are calm and polite at the start.

Step 2: The Guest Shares Her NeedsDialogue:

Guest: (calm voice) Excuse me, I have special needs with food. I can’t eat gluten.
Waiter: (looks around the restaurant, distracted, only nods but doesn’t answer)

Analysis:

• The guest speaks calmly. She explains her food needs clearly.
• The waiter makes a mistake. He looks away and seems distracted.
• He nods but doesn’t speak. This shows he’s not listening well.
• His body language (looking around) makes him seem uninterested.

Step 3: The Guest Gets AnnoyedDialogue:

Guest: (frowns, leans forward, louder voice) Hello? Did you hear me? I said I can’t eat gluten!
Waiter: (turns quickly, eyes wide, looks nervous) Oh! I’m very sorry, madam. (puts a hand on his chest) I didn’t hear you. You can’t eat gluten, yes?

Analysis:

• The guest is frustrated. She frowns and leans forward. Her voice gets louder.
• This shows she feels ignored.
• The waiter realizes his mistake. His wide eyes and nervous look show he’s surprised.
• He apologizes quickly. His hand on his chest shows he’s sincere.
• He repeats her request to confirm he understands now.

Step 4: The Waiter Fixes the ProblemDialogue:

Guest: (crosses arms, leans back in her chair) Yes, exactly.
Waiter: (takes a small step back, calm tone) I understand. Please don’t worry. We have gluten-free dishes. (points at the menu) This pasta and the grilled chicken are both gluten-free.

Analysis:

• The guest is still annoyed. Her crossed arms and leaning back show she’s not happy yet.
• The waiter stays calm. He steps back to give her space.
• He offers solutions (gluten-free dishes). This shows he wants to help.
• Pointing at the menu makes his answer clear and helpful.

Step 5: The Guest OrdersDialogue:

Guest: (sighs, face relaxes a little) Okay. Then I’ll take the vegetable pasta, please.
Waiter: (writes in a small notebook) Of course, madam. Would you like something to drink?
Guest: Just water, please.
Waiter: (smiles politely) Very good. I’ll bring it right away.

Analysis:

• The guest sighs. Her face relaxes, so she’s less annoyed now.
• She orders the pasta. This shows she trusts the waiter’s suggestion.
• The waiter writes the order and smiles. He’s polite again.
• Asking about a drink is normal waiter behavior.
• The guest’s simple order (water) keeps things easy.

Step 6: The Waiter Serves the FoodDialogue:

Waiter: (holding the plate with both hands, careful voice) Here is your gluten-free pasta. I hope you enjoy it. (places it gently on the table)
Guest: (looks at the plate, smells the food, nods slowly) Thank you.

Analysis:

• The waiter is careful. He holds the plate with both hands and speaks gently.
• This shows he cares about her meal.
• The guest checks the food (looks and smells). Her slow nod shows she’s okay with it.
• She says “thank you” but isn’t very warm yet.

Step 7: The Guest Eats and RelaxesDialogue:

(She starts eating quietly. Her face softens; she looks more relaxed. The waiter watches her from a distance and smiles slightly.)

Analysis:

• The guest eats quietly. Her face softens, so she’s happy with the food.
• She looks relaxed now. This means the meal is good.
• The waiter watches from far. His slight smile shows he’s pleased she’s okay.
• No words are said, but body language shows improvement.

Step 8: The Waiter Checks on the GuestDialogue:

Waiter: (approaches with a gentle smile, hands behind his back) Was everything all right, madam?
Guest: (looks up, smiles a little) Yes, it was very good. Thank you.

Analysis:

• The waiter checks politely. His hands behind his back and gentle smile are respectful.
• The guest smiles a little. This shows she’s happier now.
• She says the food was good. This is positive feedback.
• The mood is better between them.

Step 9: The Guest Orders DessertDialogue:

Waiter: (smiles, nods) I’m happy to hear that. Would you like some dessert or maybe coffee? We have fruit salad, chocolate mousse, and ice cream.
Guest: (thinks for a moment, tapping her finger on the table) Hmm… fruit salad, please.
Waiter: (writes it down) Excellent choice, madam.

Analysis:

• The waiter offers dessert kindly. He lists options clearly.
• The guest thinks and taps her finger. This shows she’s considering her choice.
• She picks fruit salad. Her choice is simple and healthy.
• The waiter writes it down and compliments her choice. This keeps the mood friendly.

Step 10: The Waiter Serves DessertDialogue:

Waiter: (sets it carefully on the table) Here you are. I hope you like it.
Guest: (smiling) That looks delicious. Thank you.

Analysis:

• The waiter is careful again. He sets the dessert gently.
• He hopes she likes it, showing he cares.
• The guest smiles and says it looks delicious. She’s fully relaxed now.
• The interaction is warm and positive.

Step 11: The Waiter Apologizes AgainDialogue:

Waiter: (smiling warmly) Madam, here is your bill. The dessert is free — from the restaurant. For the first bad impression before.
Guest: (eyes widen, smiles kindly) Oh, that’s very nice of you. Thank you very much.

Analysis:

• The waiter gives the bill and offers free dessert. This is a big apology for his earlier mistake.
• His warm smile shows he’s sincere.
• The guest’s wide eyes show she’s surprised and pleased.
• Her kind smile and thanks show she accepts the apology.
• The situation is now very positive.

Step 12: PaymentDialogue:

Waiter: (bows slightly) You are most welcome. Would you like to pay by cash or card?
Guest: (takes out her purse) By card, please.
Waiter: (nods) Of course. Which card do you have — Visa or MasterCard?
Guest: Visa.
Waiter: (takes the card machine, smiling) Perfect. (holds it out) Please insert your card here.
(The guest pays. The waiter checks the machine and nods.)
Waiter: Thank you very much, madam. Everything is fine.

Analysis:

• The waiter is polite about payment. His slight bow shows respect.
• The guest chooses to pay by card. She’s calm and ready to finish.
• The waiter asks about the card type clearly.
• The payment process is smooth. Both are polite.
• The waiter confirms everything is okay, keeping things professional.

Step 13: Final Apology and GoodbyeDialogue:

Guest: (puts her card away, stands up, smiling) Thank you. The service was very nice in the end.
Waiter: (bows a little, hands in front, honest voice) Madam, I’m truly sorry again for the misunderstanding at the beginning. I should have listened better.
Guest: (smiles kindly) It’s all right. You were very kind after that.
Waiter: (hand on his heart) Thank you. I hope to see you again.
Guest: (waves as she walks toward the door) Maybe you will. Have a nice evening.
Waiter: (waves back, smiling warmly) You too, madam. Goodbye.

Analysis:

• The guest is happy now. She smiles and compliments the service.
• The waiter apologizes again. His hand on his heart and honest voice show he means it.
• The guest accepts the apology kindly. She says he was nice later.
• Both hope to meet again. They wave and smile, showing a friendly goodbye.
• The scene ends calmly. The waiter’s smile shows he’s relieved.

Summary

• Start: The waiter and guest are polite, but the waiter makes a mistake by not listening.
• Conflict: The guest gets annoyed because she feels ignored about her gluten-free needs.
• Resolution: The waiter apologizes, offers gluten-free options, and serves carefully.
• Ending: The waiter gives free dessert as an apology. The guest is happy and leaves kindly.
• Body Language: The waiter’s smiles, bows, and hand on his heart show respect and sincerity. The guest’s frowns, crossed arms, and later smiles show her changing emotions.
• Apology: The waiter apologizes twice (once during the conflict, once at the end). The free dessert is a big gesture to fix his mistake.

This dialogue shows how a mistake can be fixed with good communication, apologies, and kind actions.