Before engaging in that text do part 1 => link

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Setting:

A busy hotel lobby at the front desk. Mr. Thompson, the guest, storms up to the counter, his face red, movements sharp, and voice loud.
Sarah, the staff member, stands calmly behind the desk, alert and professional, ready to assist.

Mr. Thompson: (Loud voice, arms crossed tightly, leaning forward) This is awful! The air conditioner in my room is broken! It’s so hot! I can’t sleep or stay in there! This hotel is terrible!

Sarah: (Standing straight, gentle smile, hands clasped) I’m very sorry, Mr. Thompson. That sounds really bad. I will check the air conditioner now. Do you want a new room with a good air conditioner? Our bellboy can move your bags for you.Mr.

Thompson: (Shaking head fast, pointing at Sarah) No way! I don’t want to move! It’s too much work! I pay a lot for this hotel, and I want my room fixed now!

Sarah: (Nodding slowly, calm voice, maintaining eye contact) I understand, sir. I’m very sorry for the problem. I will call a technician to fix it right away. While you wait, can I give you a cold drink? We have water, juice, or soda in our café, all free.

Mr. Thompson: (Hands on hips, loud voice, pacing a little) A drink? That doesn’t help! My room is too hot! I’m very angry! Fix it now, or I’ll leave this hotel!

Sarah: (Leaning slightly forward, open hands, soft tone) I’m so sorry, Mr. Thompson. I know this is frustrating. The technician is coming soon. I can send a fan to your room to make it cooler. Or you can sit in our lounge—it has strong air conditioning. Do you want to try that?

Mr. Thompson: (Stops pacing, voice still loud, one hand waving) A fan? A lounge? No! I don’t want to sit somewhere else! This is a bad hotel! I want to talk to the manager now!
———————–end of audio—————

Sarah: (Nods again, calm and clear voice, hands open) I understand, sir. I can call the manager if you want. But I want to help you now. The technician is on the way to your room. I can give you a free meal voucher for our restaurant tonight. Or, if you change your mind, we have a bigger room with a nice view, and our bellboy will move your bags for you, no work for you. Or maybe a free spa visit tomorrow? I will call you after to check if everything is okay. Which do you like?

Mr. Thompson: (Sighs loudly, shoulders drop, voice softer but grumpy) A meal doesn’t fix my room! A spa is useless! I don’t want to move, even with a bellboy! Just send the technician fast. I’m not happy at all.

Sarah: (Smiling gently, hands open, looking at Mr. Thompson) Thank you for telling me, sir. I called the technician, and they will be in your room in ten minutes. I will call you after to check if the air conditioner is okay. Do you want a cold water bottle or juice to take with you while you wait? Or I can give you a free coffee later.

Mr. Thompson: (Nods slowly, arms relaxed, voice quieter) Okay, water is fine. But make sure the technician comes fast. I don’t want to wait long.

Sarah: (Nods back, warm smile, hands out) Yes, sir. Here is a cold water bottle for you. I’ll call you in ten minutes to check everything is okay. If you change your mind about the new room, the bellboy is ready to help you move. Or I can give you a free coffee later. Thank you, Mr. Thompson.

Mr. Thompson: (Turns to walk away, less tense, small nod) Fine. Fix it quickly. I’ll take the water.

Sarah: (Waves slightly, calm voice) I will, sir. I’ll call you soon to check everything is okay. Have a good day.

————————-end of audio—————-

(Later, after ten minutes, Sarah calls Mr. Thompson’s room.)

Sarah: (On the phone, calm and polite) Hello, Mr. Thompson. This is Sarah from the front desk. Is the air conditioner workingnow? Is everything okay?

Mr. Thompson: (Voice calmer) Yes, it’s working now. It’s better. Thank you.

Sarah: (Warm tone) I’m happy to hear that, sir. If you need anything else, please tell me. Enjoy your stay.

Mr. Thompson: (Briefly) Okay, thanks.

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Detailed and Elaborate Analysis of Body Language and Text

Mr. Thompson (Guest) Body Language:

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• Arms crossed tightly, leaning forward: Mr. Thompson starts with his arms crossed tightly and his body leaning forward, showing strong anger and a closed-off attitude. His crossed arms are like a wall, meaning he does not want to hear suggestions and is focused only on his frustration. Leaning toward Sarah feels aggressive, like he is pushing her to fix the problem immediately. This makes the conversation feel heavy and shows he thinks the hotel has let him down. He is not ready to agree to anything at first.
• Shaking head fast: When Sarah offers a new room with bellboy help, he shakes his head quickly. This is a clear sign he says “no” without words. It shows he is stubborn and only wants his current room fixed. He does not care about other options, even if moving is made easy. The fast shake shows he is impatient and upset, feeling the hotel has done something wrong.
• Pointing at Sarah: Pointing at Sarah is a strong, angry gesture. It feels like he is blaming her for the broken air conditioner, even though she is not at fault. This makes the conversation tense and puts pressure on Sarah to stay calm and in control.
• Hands on hips, pacing a little: When he puts his hands on his hips, he looks defiant, like he is challenging Sarah to solve the problem right away. It is a powerful stance, as if he is saying, “Do something now!” His small pacing shows he is too upset to stand still. This movement shows his restlessness and need for a quick fix. It is a way to show his frustration with his body.
• Waving one hand: When he waves his hand to dismiss the fan, lounge, and other offers, it shows he does not want these solutions. The wave is like saying, “That’s not good enough!” It adds to his loud voice and shows he is impatient and focused only on fixing the air conditioner.
  ——————–end of audio—————-

• Sighing loudly, shoulders dropping: Near the end of the face-to-face talk, his loud sigh and dropping shoulders show a change. The sigh lets out some of his anger, meaning he is starting to calm down, even if he does not want to. His shoulders dropping show he is beginning to accept Sarah’s help, but he is still not happy. This small change shows Sarah’s calm way is working.
• Nodding slowly, arms relaxed: When he accepts the water bottle, he nods slowly and his arms relax. This shows he is less angry and more open to Sarah’s help, even just a little. His relaxed body is different from his earlier tense posture, showing he is moving toward calm, but he is still grumpy.
• Turning to walk away, less tense: As he leaves, his body is less tense, and he gives a small nod. This nod shows he sees Sarah’s efforts, and he is not as aggressive. His calmer walk away shows her professional way has helped. In the phone call later, his body language is not seen, but his calmer voice shows the problem is fixed.

—————————-end of audio—————-

Text Analysis:

• Loud voice and strong words: Mr. Thompson’s loud voice and words like “awful,” “terrible,” “so hot,” and “bad” show his anger and discomfort clearly. These words are simple but strong, making his complaint feel important and urgent. Phrases like “No way!” and “Fix it now!” are short and push for quick action, showing his frustration.
• Repeating ideas: He says things like “I pay a lot,” “I want my room fixed,” and “I don’t want to move” many times. This repeating shows he is upset and thinks he deserves better because he paid a lot. It makes his point clear and strong, using simple words that are easy to understand.
• Saying no to offers: His answers like “A drink? That doesn’t help!” and “A spa is useless!” are short and show he is annoyed with solutions that do not fix the air conditioner. He even says no to the new room with bellboy help, saying, “I don’t want to move, even with a bellboy!” This shows he only cares about his current room. His short sentences are clear and show his focus.
• Calmer voice at the end: His last face-to-face words, “Okay, water is fine” and “Fix it quickly,” are quieter and less angry. Words like “okay” and “fine” show he is starting to accept Sarah’s help, even if he is not happy. In the phone call, he says, “Yes, it’s working now. It’s better. Thank you.” This is calm and short, showing the problem is fixed and he is no longer angry. Saying “thank you” shows he is now polite.

Sarah (Staff) Body Language:

• Standing straight, gentle smile: Sarah stands straight, showing she is confident and professional, even when Mr. Thompson is loud. Her gentle smile is a choice to stay friendly and kind, helping to calm his anger. This makes him feel she is listening and cares about his problem without making things worse.
• Hands clasped, open hands: At first, her hands are clasped, a calm and professional sign that she is ready to help. Later, she opens her hands when offering solutions like bellboy help, a fan, or the lounge. This shows she is honest and wants Mr. Thompson to trust her. Her open hands are different from his closed-off arms, helping to make the conversation calmer.
• Nodding slowly: Her slow nods show she is listening carefully and understands Mr. Thompson’s anger. This small move is strong, helping him feel heard and building trust, especially when he is very upset.
• Leaning slightly forward: Her small lean forward shows she is focused and cares about helping him. It is not aggressive like his lean, but gentle and professional, keeping a good distance while showing she is paying attention.
• Looking at him: Sarah keeps looking at Mr. Thompson’s eyes, showing she is confident and respects him, even when he points or shouts. This helps her stay in control and shows she is not scared, focusing on fixing his problem.
• Waving slightly at the end: Her small wave when he leaves is a friendly sign that keeps her positive attitude. It ends the talk nicely, showing she is still kind and professional after his anger. In the phone call, her body language is not seen, but her kind voice keeps the same professional feeling.

Text Analysis:

• Calm and polite voice: Sarah uses phrases like “I’m very sorry,” “I understand, sir,” and “Thank you for telling me.” These are simple, polite, and show she cares and is professional. Her calm voice is different from Mr. Thompson’s loud one, helping to keep the talk peaceful and reduce his anger.
• Many offers and solutions: Sarah gives many options: a new room with bellboy help to move bags, a cold drink (water, juice, soda), a fan, the lounge, a free meal voucher, a bigger room with a view, a spa visit, a discount, and a free coffee. These use simple words like “free,” “cool,” “bigger,” and “help,” making them easy to understand and nice. The bellboy help answers his worry about moving being “too much work,” showing she listens to him.
• Action words: She says things like “I will call a technician,” “I will check in ten minutes,” and “The bellboy will move your bags.” These are clear and show she is doing something right away. Saying “I will call you after to check if everything is okay” and the phone call itself, “Is the air conditioner working now?” show she cares about making sure the problem is fixed, using simple words.
• Polite and thankful: Using “sir” and “Thank you, Mr. Thompson” keeps the talk polite, even when he is upset. In the phone call, “I’m happy to hear that, sir” shows she cares about his happiness, keeping a kind tone.
• Helping and active: Sarah’s promises, like “The technician is coming soon,” “I’ll call you in ten minutes,” and the phone call, show she is active and focused on fixing the problem. Offering a water bottle, juice, or coffee adds small, kind actions that make Mr. Thompson feel important.

Overall Interaction Dynamics

• Different voice and body language: Mr. Thompson’s loud voice, crossed arms, pointing, and pacing make a tense, angry feeling, showing his frustration and impatience. Sarah’s calm voice, open hands, nods, and gentle smile fight this with kindness and professionalism, slowly calming him down. This difference shows her skill in handling a hard situation.
• Easy language: The dialogue uses simple words like “awful,” “fix,” “sorry,” “help,” and “free” with short sentences. This makes it easy to understand. The strong feelings are shown through voice and body language, not hard words, keeping it clear.
• Calming with offers and phone call: Sarah’s many offers, like bellboy help and the phone call, show she listens and tries many ways to help. Even though Mr. Thompson says no to most offers, his calmer voice, relaxed arms, and polite “thank you” in the phone call show her way works.
• Feeling changes: Mr. Thompson starts very angry with a loud voice and strong gestures but ends calmer with a quieter voice, relaxed body, and a polite “thank you” in the call. This shows Sarah’s kind and active solutions, including the phone call, fix his problem. Sarah stays calm and focused on helping, keeping control and leading to a good ending.
• Phone call effect: The phone call shows Sarah’s care for Mr. Thompson’s happiness. Her question, “Is the air conditioner working now?” and his answer, “Yes, it’s working now,” end the talk well, showing the problem is fixed and he is happy.

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– how to speak without talking

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🗣️ What it means

• Non-verbal communication = using face, hands, and body, not only words.
• It shows kindness, respect, and care for guests.

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😊 1. Smile

• Shows: Welcome, friendliness, calm
• Helps guests relax, even when there is a problem.

Key words: smile, friendly, calm, welcome, relax

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👀 2. Eye Contact

• Look at the guest to show you listen and care.
• Don’t stare — look kindly and shortly.

Key words: eye contact, listen, care, polite

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💪 3. Body Language

• Stand straight → ready to help
• Lean forward a little → interested
• Don’t cross arms → looks unfriendly

Key words: body, posture, stand, open, friendly

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🤲 4. Gestures & Voice

• Nod → you understand
• Soft voice → respect, calm tone

Key words: nod, soft voice, calm, polite

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💡 Remember

Your smile, eyes, and body speak too —
Use them to make every guest feel welcome and safe.

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A smile can say more than words

In hospitality, good service is not only about what we say, but also about how we act. Guests watch our faces, hands, and body. This is called non-verbal communication. It helps guests feel welcome, safe, and respected.

A smile is very important. When we smile, the guest feels that we are friendly and happy to help. Even if the guest has a problem, a calm smile can make the situation easier.

Eye contact also shows care. When we look at the guest while listening, they know we are paying attention. But we should not stare too long, because that can feel uncomfortable.

Our body language sends strong messages. When we stand straight, we look professional. Leaning a little forward shows that we are interested. If we cross our arms or look away, we can seem unfriendly.

Gestures and voice are part of communication too. Nodding shows that we understand. Speaking with a soft and calm voice shows respect and kindness.

All these small actions together create a big effect. When guests feel welcome and understood, they remember the service and want to come back.

Good hospitality always begins with a smile — and ends with a happy guest.

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Vocabulary:

hospitality business – hotels, restaurants, or places that help guests feel welcome
to act – to do something
non-verbal communication – talking with face, hands, or body, not words
to feel safe – to feel no danger
to feel respected – to feel others are kind and polite to you
to make a situation easier – to help and solve a problem
eye contact – looking at someone’s eyes when talking
to show care – to show that you are kind and want to help
to pay attention – to listen and watch carefully
to stare – to look for a long time
to feel uncomfortable – to feel bad, nervous, or not relaxed
to send a message (body language) – to show something with your body
to stand straight – to stand with a straight back
to lean forward – to move your body a little toward someone
to cross arms – to put your arms over your chest
to seem unfriendly – to look not kind or not happy
a gesture – a movement of hands or body to show something
to nod – to move your head up and down to say yes
a soft, calm voice – a quiet and nice voice
to create an effect – to make something happen or give a feeling

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Vocabulary test:

1. What is “hospitality business”?
a) Hotels, restaurants, and places where guests feel welcome
b) Schools where people go to study English language
c) Factories where workers make clothes every day

2. What does “to act” mean?
a) To read a book carefully in class
b) To do something to solve a problem or help
c) To sleep during free time quietly

3. What is “non-verbal communication”?
a) Talking only by using spoken words aloud
b) Writing letters to other people in work or school
c) Talking by using face, hands, and body gestures

4. What does “to feel safe” mean?
a) To feel no danger and be calm in the place
b) To feel hungry and want to eat some food
c) To feel tired after a long day of work

5. What does “to feel respected” mean?
a) To feel happy and enjoy something nice
b) To feel others are kind and polite to you
c) To feel sleepy and ready to go to bed

6. What does “to make a situation easier” mean?
a) To eat food or drink water quickly
b) To help someone and solve the problem
c) To read a book carefully and write notes

7. What is “eye contact”?
a) Looking directly at someone’s eyes while talking
b) Closing your eyes for a short moment silently
c) Covering your eyes with your hands carefully

8. What does “to show care” mean?
a) To write a note for someone or send a letter
b) To show you are kind and want to help someone
c) To listen to music quietly in a room

9. What does “to pay attention” mean?
a) To dance or move your body with music
b) To sleep or rest when there is free time
c) To listen carefully and watch what someone does

10. What does “to stare” mean?
a) To look at someone for a long time without moving
b) To close your eyes for a long moment silently
c) To move hands or body without any meaning

11. What does “to feel uncomfortable” mean?
a) To feel nervous or not relaxed in a situation
b) To feel happy and calm with everything around
c) To feel very relaxed and ready to sleep

—————end of audio—————

12. What does “to send a message (body language)” mean?
a) To write a note and give it to someone quickly
b) To talk only using written words on paper
c) To show something using your body and gestures

13. What does “to stand straight” mean?
a) To walk fast from one place to another quickly
b) To stand with a straight back and look confident
c) To sit down carefully on a chair or bench

14. What does “to lean forward” mean?
a) To move hands or arms while speaking or listening
b) To move your body a little toward another person
c) To sit down slowly on a chair or bench

15. What does “to cross arms” mean?
a) To lift legs and stretch them in front of you
b) To wave hands to say hello or goodbye
c) To put arms over your chest in a fixed position

16. What does “to seem unfriendly” mean?
a) To look very happy and friendly to everyone
b) To look not kind or not happy to other people
c) To look very tall and bigger than other people

17. What is “a gesture”?
a) A loud noise made by someone or something
b) A type of food served in hotels or restaurants
c) A movement of hands or body to show meaning

18. What does “to nod” mean?
a) To shake hands with someone formally
b) To move your head up and down to say yes
c) To wave your hand to greet another person

19. What is “a soft, calm voice”?
a) A very loud voice that can be heard from far
b) A high singing voice used for singing songs
c) A quiet and nice voice that is calm and gentle

20. What does “to create an effect” mean?
a) To jump or move your body in the air quickly
b) To make something happen or give a feeling
c) To eat something or drink quickly during break

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____________________

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

Correct version:

1. What is “hospitality business”? That means:
Hotels, restaurants, and places where guests feel welcome

2. What does “to act” mean? That means:
To do something to solve a problem or help

3. What is “non-verbal communication”? That means:
Talking by using face, hands, and body gestures

4. What does “to feel safe” mean? That means:
To feel no danger and be calm in the place

5. What does “to feel respected” mean? That means:
To feel others are kind and polite to you

6. What does “to make a situation easier” mean? That means:
To help someone and solve the problem

7. What is “eye contact”? That means:
Looking directly at someone’s eyes while talking

8. What does “to show care” mean? That means:
To show you are kind and want to help someone

9. What does “to pay attention” mean? That means:
To listen carefully and watch what someone does

10. What does “to stare” mean? That means:
To look at someone for a long time without moving

11. What does “to feel uncomfortable” mean? That means:
To feel nervous or not relaxed in a situation

12. What does “to send a message (body language)” mean? That means:
To show something using your body and gestures

13. What does “to stand straight” mean? That means:
To stand with a straight back and look confident

14. What does “to lean forward” mean? That means:
To move your body a little toward another person

15. What does “to cross arms” mean? That means:
To put arms over your chest in a fixed position

16. What does “to seem unfriendly” mean? That means:
To look not kind or not happy to other people

17. What is “a gesture”? That means:
A movement of hands or body to show meaning

18. What does “to nod” mean? That means:
To move your head up and down to say yes

19. What is “a soft, calm voice”? That means:
A quiet and nice voice that is calm and gentle

20. What does “to create an effect” mean? That means:
To make something happen or give a feeling

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

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Gap-fill exercise:

1. When a guest asks for help, staff should always ______ politely.
a) act
b) stare
c) lean

2. Good receptionists always ______ attention to their guests.
a) lean
b) pay
c) nod

3. Sometimes you need to ______ forward to hear the guest better.
a) act
b) stare
c) lean

4. If someone is unhappy, you should ______ care.
a) show
b) stand
c) nod

5. During a meeting, it is polite to ______ your head to agree.
a) lean
b) nod
c) stare

6. Guests feel secure when staff quickly ______ in emergencies.
a) act
b) stare
c) show

7. Sometimes people ______ at others to see what they are doing.
a) nod
b) act
c) stare

8. Good staff always ______ straight to look confident.
a) stand
b) lean
c) nod

9. You can ______ a message with your body without words.
a) act
b) stare
c) send

10. When you meet someone, you often ______ to greet politely.
a) show
b) nod
c) lean

11. Staff can ______ a situation easier by helping immediately.
a) make
b) pay
c) nod

12. If you are nervous, you might ______ your arms over your chest.
a) cross
b) stand
c) show

13. Guests appreciate when staff ______ care for their needs.
a) lean
b) pay
c) show

14. In training, you must always ______ attention to instructions.
a) stare
b) pay
c) nod

15. Sometimes you need to ______ forward slightly to speak clearly.
a) lean
b) act
c) nod

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

Full version:

1. When a guest asks for help, staff should always act politely.

2. Good receptionists always pay attention to their guests.

3. Sometimes you need to lean forward to hear the guest better.

4. If someone is unhappy, you should show care.

5. During a meeting, it is polite to nod your head to agree.

6. Guests feel secure when staff act quickly in emergencies.

7. Sometimes people stare at others to see what they are doing.

8. Good staff always stand straight to look confident.

9. You can send a message with your body without words.

10. When you meet someone, you often nod to greet politely.

11. Staff can make a situation easier by helping immediately.

12. If you are nervous, you might cross your arms over your chest.

13. Guests appreciate when staff show care for their needs.

14. In training, you must always pay attention to instructions.

15. Sometimes you need to lean forward slightly to speak clearly.

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

True, false:

1. Staff should always act politely when a guest asks for help.

2. Paying attention to guests is not important for good receptionists.

3. Leaning forward can help you hear a guest better.

4. Showing care is only necessary if a guest complains loudly.

5. Nodding your head during a meeting is a polite gesture.

6. Guests feel secure when staff act quickly in emergencies.

7. Staring at people helps them feel comfortable.

8. Standing straight helps staff look confident.

9. You can send a message with your body without words.

10. Crossing your arms over your chest can show nervousness.

11. Staff should ignore instructions in training if they are busy.

12. Leaning forward slightly can help you speak clearly.

13. Guests appreciate when staff show care for their needs.

14. Staff should act slowly and hesitate in emergencies.

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________________________
Answer Key:

• True: 1,3,5,6,8,9,12,13

________________________

Full answers:

1. Staff should always act politely when a guest asks for help.

2. Paying attention to guests is not important for good receptionists.
True is: Paying attention to guests is very important for good receptionists.

3. Leaning forward can help you hear a guest better.

4. Showing care is only necessary if a guest complains loudly.
True is: Showing care is important even if the guest is quiet.

5. Nodding your head during a meeting is a polite gesture.

6. Guests feel secure when staff act quickly in emergencies.

7. Staring at people helps them feel comfortable.
True is: Staring at people usually makes them feel uncomfortable.

8. Standing straight helps staff look confident.

9. You can send a message with your body without words.

10. Crossing your arms over your chest can show nervousness.
True is: Crossing your arms over your chest can show nervousness or discomfort.

11. Staff should ignore instructions in training if they are busy.
True is: Staff should always pay attention to instructions in training.

12. Leaning forward slightly can help you speak clearly.

13. Guests appreciate when staff show care for their needs.

14. Staff should act slowly and hesitate in emergencies.
True is: Staff should act quickly and confidently in emergencies.

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Match the word to its definition:

Words:

1. hospitality business
2. to act
3. non-verbal communication
4. to feel safe
5. to feel respected
6. to make a situation easier
7. eye contact
8. to show care
9. to pay attention
10. to stare
11. to feel uncomfortable
12. to send a message (body language)
13. to stand straight
14. to lean forward

Definitions:

a) To do something to solve a problem or help
b) A movement of hands or body to give meaning
c) Looking directly at someone’s eyes while talking
d) Hotels, restaurants, and places where guests feel welcome
e) To feel calm and protected from danger
f) To feel nervous or not relaxed in a situation
g) To move your body slightly toward another person
h) To pay careful attention to someone or something
i) To make a situation easier or help someone
j) To show you are kind and want to help someone
k) To look at someone for a long time without moving
l) To feel others are kind and polite to you
m) To stand with a straight back and look confident
n) Talking by using face, hands, and body gestures

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_____________________
Answers:

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

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_____________________

Full version:

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1. hospitality business – that means: Hotels, restaurants, and places where guests feel welcome
2. to act – that means: To do something to solve a problem or help
3. non-verbal communication – that means: Talking by using face, hands, and body gestures
4. to feel safe – that means: To feel calm and protected from danger
5. to feel respected – that means: To feel others are kind and polite to you
6. to make a situation easier – that means: To make a situation easier or help someone
7. eye contact – that means: Looking directly at someone’s eyes while talking
8. to show care – that means: To show you are kind and want to help someone
9. to pay attention – that means: To pay careful attention to someone or something
10. to stare – that means: To look at someone for a long time without moving
11. to feel uncomfortable – that means: To feel nervous or not relaxed in a situation
12. to send a message (body language) – that means: A movement of hands or body to give meaning
13. to stand straight – that means: To stand with a straight back and look confident
14. to lean forward – that means: To move your body slightly toward another person

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

Fill in, words below:

respected – professional – act – respect –
unfriendly – communication –
smile – shows – face –
stare – nodding

————————————–

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In hospitality, good service is not only about what we say, but also about how we __________.
Guests watch our__________, hands, and body.
This is called non-verbal __________.
It helps guests feel welcome, safe, and __________.
A smile is very important. It __________ we are friendly and happy to help.
Eye contact also shows care, but we should not __________ too long because it can feel uncomfortable.
Standing straight looks __________, and leaning slightly forward shows interest.
Crossing arms or looking away can seem __________
__________shows understanding.
Speaking with a soft and calm voice shows __________.

All these small actions together make a big effect.
Good service begins with a __________ and ends with a happy guest.
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Full version:

In hospitality, good service is not only about what we say, but also about how we act. Guests watch our face, hands, and body. This is called non-verbal communication. It helps guests feel welcome, safe, and respected.

A smile is very important. It shows we are friendly and happy to help. Eye contact also shows care, but we should not stare too long because it can feel uncomfortable. Standing straight looks professional, and leaning slightly forward shows interest. Crossing arms or looking away can seem unfriendly. Nodding shows understanding. Speaking with a soft and calm voice shows respect.

All these small actions together make a big effect. Good service begins with a smile and ends with a happy guest.

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Multiple-choice situations:

1. A guest seems nervous when checking in. What should you do?
a) Ignore them
b) Show care and pay attention
c) Stare at them

2. A guest asks for help with their luggage. What is the best reaction?
a) Act quickly to help them
b) Wait and see if they manage alone
c) Cross your arms and nod

3. A guest is explaining a problem with the room. What should you do?
a) Stare at them without speaking
b) Turn away and write notes silently
c) Lean forward and listen carefully

4. During a meeting, a colleague is explaining new rules. How should you respond?
a) Nod to show you are listening
b) Cross your arms and look away
c) Speak loudly over them

5. A guest looks upset at the front desk. What is the best way to act?
a) Show care and use a calm voice
b) Ignore the guest
c) Stare until they calm down

6. A guest is asking directions in the lobby. What should you do?
a) Point vaguely and walk away
b) Lean forward slightly and explain clearly
c) Turn your back and continue working

7. You notice a guest is uncomfortable while waiting. How should you react?
a) Pay attention and offer assistance
b) Keep working and ignore them
c) Stare and nod slowly

8. A colleague asks you a question about procedures. What is the best response?
a) Lean back and ignore the question
b) Cross your arms and shake your head
c) Stand straight, listen, and act politely

9. A guest thanks you for help. How should you respond?
a) Stare at them
b) Nod politely and smile
c) Act quickly and walk away

10. A guest cannot find their key card. What should you do?
a) Act immediately to solve the problem
b) Tell them it is their fault
c) Stare at them silently

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Answer:

1b, 2a, 3c, 4a, 5a, 6b, 7a, 8c, 9b, 10a

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Dialogue 1 – guest, complaint, staff, bell boy, problem solved – and body language……

Guest: (frowning [to move your eyebrows together because you are unhappy, angry, or worried], arms crossed, voice loud) “The air condition in my room does not work! It is very hot!”

Staff: (standing straight, calm voice, leaning slightly forward) “I am very sorry. I understand your problem. Let me help you.”

Guest: (pacing[walking back and forth because you are nervous,], tapping fingers) “I cannot stay in this room like this!”

Staff: (nodding, eye contact, hands open) “I can offer you a drink at the bar while maintenance fixes the air condition. Or, if you want, I can prepare another room immediately.”

Guest: (sighs, shoulders relaxing a bit) “I think I want a new room. I cannot wait.”

Staff: (soft, calm voice, gestures politely toward elevator) “Of course. The bellboy will help you move your luggage. Please follow me.”

Bellboy: (standing straight, smiling, hands ready) “Hello, I will carry your bags to the new room. Please follow me.”

Guest: (nods, hands uncrossed) “Thank you. I appreciate your help.”

Staff: (smiling, eye contact) “You are welcome. I hope you enjoy your stay in the new room.”

(Later, staff calls the guest’s room)

Staff: (soft voice) “Good afternoon, sir. The air condition in your first room is now fixed. I wanted to check if everything is okay.”

Guest: (smiling, relaxed posture) “Yes, thank you. Everything works perfectly now. I am very happy with your help.”

Staff: (smiles, standing straight) “I am glad to hear that. Please enjoy your stay. We are always here to help.”

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Body Language Commentary

Guest:

• Initially: crossed arms, frowning, pacing = frustration.
• During solution: shoulders relax, hands uncross = calm and trust.
• After AC is fixed: smiling, relaxed posture = satisfaction.

Staff:

• Standing straight, leaning forward, nodding, soft voice = attentiveness and care.
• Eye contact, open hands, smiles = reassurance and professionalism.
• Follow-up call shows continuing care.

Bellboy:

• Straight posture, smile, ready hands = helpfulness and friendliness.

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Dialogue 2 – guest complaint about toilet (second time):

Guest: (frowning, arms crossed, voice loud) “The toilet does not flush again! This is the second time!”

Staff: (standing straight, calm voice, leaning slightly forward) “I am very sorry for this problem. I understand your frustration. Let me help you immediately.”

Guest: (pacing, tapping fingers on the counter, sighing) “I cannot stay in a room with this problem! It is not acceptable!”

Staff: (nodding, eye contact, hands open) “I understand. I can offer you a drink at the bar while maintenance fixes the toilet. Or, if you prefer, I can prepare another room for you. Additionally, we would like to offer you a free dinner tonight for the inconvenience.”

Guest: (frowning, shoulders tense, lips pressed together) “I want another room. I cannot wait again.”

Staff: (soft, calm voice, gestures toward elevator, smiling slightly) “Of course. The bellboy will help you with your luggage. Please follow me, and I will make sure the new room is ready. Your dinner is arranged for this evening, and the bar is available if you wish a drink.”

Bellboy: (standing straight, friendly smile, hands ready) “Hello, I will carry your bags to the new room. Please follow me.”

Guest: (arms uncrossed, nodding slowly, shoulders relaxing) “Thank you. I appreciate your help and the dinner offer.”

(Later, staff calls the guest to confirm)

Staff: (soft voice) “Good afternoon, sir. Your new room is ready, and the toilet has been checked. Is everything working well?”

Guest: (smiling, relaxed posture) “Yes, everything works perfectly now. Thank you very much for your help. I am happy with your service.”

Staff: (smiling, standing straight, eye contact) “I am glad to hear that. We are always here to help.”

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Body Language Commentary

Guest:

• Crossed arms, frown, pacing, tapping fingers, sighing = anger, frustration, impatience.
• Tense shoulders, lips pressed together = stress and dissatisfaction.
• Uncrossed arms, slow nod, relaxed shoulders, smile = calm, satisfaction, gratitude after staff attention and offers.

Staff:

• Standing straight, leaning forward, calm voice, smiling = confidence, attentiveness, reassurance.
• Nodding, open hands, gestures toward elevator = empathy and professional guidance.
• Follow-up call and offers (drink, room, dinner) = continued care, problem-solving, and guest satisfaction.

Bellboy:

• Straight posture, ready hands, friendly smile = helpfulness and smooth transition to new room.

This dialogue now demonstrates excellent hospitality, with non-verbal cues, team cooperation, and multiple guest-focused solutions.

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• good service needs cultural knowledge

Problem-solving

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1. Handle complaints politely and respectfully

• Listen carefully to the guest.
• Say you understand their problem.
• Speak calmly and kindly.
• Don’t blame anyone.
• Use friendly words.
• Check if the guest is happy after.

2. Use culturally appropriate solutions

• Know what is normal for the guest’s culture.
• Offer help that fits their customs.
• Don’t force your way.
• Speak in a way the guest understands.
• Use polite gestures.
• Learn about other cultures.

3. Avoid actions that may offend

• Don’t use rude words or jokes.
• Respect personal space.
• Follow their religion or food rules.
• Don’t talk about sensitive topics.
• Make signs and decoration polite.
• Watch guest reactions.

4. Quick and understanding response

• Answer complaints fast.
• Repeat the problem to show you understand.
• Solve urgent problems first.
• Explain clearly what you will do.
• Keep the guest updated.
• Be fast but careful.

5. Build trust with guests

• Be honest about what you can do.
• Keep your promises.
• Show you care about the guest.
• Always give good service.
• Say sorry if you make mistakes.
• Ask for feedback and use it.

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Problem-solving

Problem-solving is very important in customer service.
First, we must handle complaints politely and respectfully. We should listen to the guest and say we understand their problem. We must speak calmly and kindly. We must not blame anyone. Using friendly words is very important. After solving the problem, we should check if the guest is happy.

Second, we must use correct solutions for the guest’s culture. We should know the guest’s culture. We should give help that fits their customs. We must not force our way. Speaking clearly and using polite gestures is good. Learning about other cultures helps staff give better service.

Third, we must not do things that can offend the guest. We should not use rude words or jokes. We must respect personal space. We must follow religious or food rules. We should not talk about sensitive topics. Signs and decorations should be polite. Watching the guest helps prevent problems.

Fourth, we must answer complaints quickly and with understanding. We should solve urgent problems first. We should repeat the problem to show we understand. We must explain clearly what we will do. Being fast but careful is important.

Finally, we must build trust with guests. We should be honest, keep promises, show care, and give good service. Saying sorry and asking for feedback makes guests happy and trust the service.

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Vocabulary:

• to solve a problem – to make a problem better or fix it
• customer service – helping guests or customers in a hotel or shop
• to handle complaints – to help guests when they are not happy
• respectful – being nice and showing respect to others
• to speak calmly – to talk slowly and without anger
• to blame others – to say someone else made the problem
• to fit a guest’s culture – to do things in a way the guest likes and understands
• to fit a guest’s customs – to follow the guest’s habits or rules
• polite gesture – a nice action, like a smile or a bow
• to offend somebody – to make someone feel upset or angry
• a rude word – a bad or impolite word
• personal space – the area around a person that is private
• food rules – rules about what someone can or cannot eat
• a sensitive topic – a subject that can make people feel upset
• to prevent problems – to stop problems before they happen
• an urgent problem – a problem that needs help quickly
• to repeat – to say something again
• finally – at the end, last
• to build trust – to make someone believe in you and feel safe
• to be honest – to tell the truth
• to keep a promise – to do what you said you will do
• to show care – to show that you are kind and help someone
• to trust the service – to believe the hotel or staff will help you well

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Cheat sheet:

Category	Key Points	Examples / Notes
Polite Handling	Handle complaints politely and respectfully. Listen to the guest. Speak calmly. Do not blame anyone.	“I understand your problem. I am sorry. Let’s fix it.” Use friendly words. Check if the guest is happy after solving the problem.
Culture Awareness	Use solutions that fit the guest’s culture. Know their customs. Do not force your way. Speak clearly and use polite gestures.	For example, bow slightly to Asian guests. Avoid using hands to point in some cultures. Learning about culture helps give better service.
Avoid Offense	Do not offend the guest. Avoid rude words or jokes. Respect personal space. Follow food or religious rules. Avoid sensitive topics.	Example: Do not joke about religion. Give space when the guest sits. Use polite signs and decorations. Watch the guest to prevent problems.
Quick Action	Answer complaints quickly. Solve urgent problems first. Repeat the problem to show understanding. Explain clearly what you will do.	Example: “I understand your TV does not work. We will fix it in 10 minutes.” Fast but careful is important.
Build Trust	Be honest. Keep promises. Show care. Say sorry when needed. Ask for feedback.	Example: “I am sorry for the mistake. I will fix it. Did you feel happy with the solution?” Trust makes guests return.

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Dialogues – realistic?

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1. Polite Handling

Dialogue 1
Guest: Excuse me, my room is very cold and I cannot sleep.
Staff: I am very sorry. I understand. I will check the heater in your room now.
Guest: Thank you. I feel uncomfortable and a little sick.
Staff: I will also bring you an extra blanket and a warm drink. Is that okay?
Guest: Yes, thank you. That is very kind.
Staff: You are welcome. Please tell me after a few minutes if it is better. I want you to feel comfortable.

Dialogue 2
Guest: The TV in my room does not work. I wanted to watch the news.
Staff: I am very sorry. I understand your problem. I will call maintenance immediately.
Guest: How long will it take?
Staff: About ten minutes. I will check carefully and make sure everything works after.
Guest: Okay, thank you.
Staff: You are welcome. After we fix the TV, I will also check your lights and heater to make sure everything is okay.

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2. Culture Awareness

Dialogue 1
Guest: I do not eat meat because of my religion.
Staff: Thank you for telling me. We will prepare only vegetarian food for you.
Guest: That is very kind.
Staff: We want to respect your customs. If you need special drinks or snacks, we can also provide them.
Guest: Thank you. That makes me feel comfortable and safe.
Staff: You are welcome. Learning about your culture helps us give better service to all guests.

Dialogue 2
Guest: In my country, we do not use the left hand for eating or giving things.
Staff: I understand. We will make sure your meals and drinks are served to you using the right hand only.
Guest: Thank you. That is very polite.
Staff: You are welcome. We want you to feel at home and respected. If you need anything else, please tell me.

——————end of audio—————-

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3. Avoid Offense

Dialogue 1
Guest: Can you help me carry my luggage?
Staff: Yes, of course. I will ask before touching anything in your bag.
Guest: Thank you. I feel safe and comfortable.
Staff: You are welcome. We always respect personal space and privacy.

Dialogue 2
Guest: I cannot eat this food because it is not allowed in my religion.
Staff: I understand. We will prepare something else for you.
Guest: Thank you very much.
Staff: You are welcome. We avoid sensitive topics, rude words, and jokes so you feel safe and happy.
Guest: That is very good. I feel respected.
Staff: I am glad. Respecting guests is very important for us.

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4. Quick Action

Dialogue 1
Guest: My water does not work in the bathroom.
Staff: I understand. I will call maintenance now.
Guest: How long will it take?
Staff: About ten minutes. I repeat: the water problem will be fixed soon.
Guest: Okay, thank you.
Staff: You are welcome. We solve urgent problems first. After the water, I will check the heater and TV to make sure everything is good.

Dialogue 2
Guest: The Wi-Fi is not working in my room. I need it for work.
Staff: I am very sorry. I understand your problem. I will check it immediately.
Guest: Thank you. I have an important meeting.
Staff: I know. We will fix it quickly but carefully. I will also check your TV and heater to make sure everything works.
Guest: That is very helpful. Thank you.
Staff: You are welcome. Please tell me if everything is working after we finish.

——————end of audio——————–

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5. Build Trust

Dialogue 1
Guest: Yesterday, my room was very noisy. I could not sleep at all.
Staff: I am very sorry. We will make sure it is quiet tonight. You can trust our service.
Guest: Thank you. I hope it will be better.
Staff: I keep my promise. We care about your stay. Did you feel better today?
Guest: Yes, much better. Thank you.
Staff: I am happy. Your trust is very important. Please tell me if anything else bothers you.

Dialogue 2
Guest: My key card does not work.
Staff: I am very sorry. I will fix it now. You can trust me to solve the problem.
Guest: Okay. Thank you.
Staff: I am honest and I keep my promises. I also want to show care. After you enter the room, please tell me if everything is okay.
Guest: Thank you. I feel safe and happy in your hotel.
Staff: I am glad. Your trust is very important for us, and we always try to give the best service.

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Bonus dialogue 😉

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Guest: Excuse me, I have some problems with my room.

Staff: I am very sorry. I want to help. Can you tell me all the problems?

Guest: First, my room is very cold. Second, the TV does not work. Third, I cannot eat the food because I do not eat meat. Also, yesterday the room was very noisy.

Staff: I understand. Thank you for telling me. I will help with everything.

Guest: Thank you. I feel uncomfortable and a little stressed.

Staff: I am very sorry. We want you to feel comfortable and happy. I will check the heater first. Then I will call maintenance for the TV. We will also prepare vegetarian food for you.

Guest: That is very kind. Thank you.

Staff: You are welcome. I want to make sure nothing offends you. We respect your culture, your customs, and your personal space. I will not touch your things without asking. We also avoid rude words and sensitive topics.

Guest: That is good. I feel safe.

Staff: I will solve the urgent problems first. The heater and TV will be fixed in ten minutes. I repeat: heater and TV problems will be fixed soon.

Guest: Okay, thank you. I also need Wi-Fi for work.

Staff: I understand. I will check the Wi-Fi too. We act quickly but carefully. After fixing everything, I will check the room again to be sure it is quiet tonight.

Guest: That is very good. Yesterday, the noise made me very tired.

Staff: I am very sorry. You can trust our service. We keep our promises. We care about your stay. Please tell me if you are happy with the solution.

Guest: Thank you. I feel much better now. I trust your hotel.

Staff: I am glad. Your trust is very important. We want you to feel safe, comfortable, and happy. Please tell me immediately if anything else bothers you.

Guest: I will. Thank you for helping me with all the problems.

Staff: You are welcome. We are always here to help. Enjoy your stay.

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This dialogue covers all 5 key points:

1. Polite handling – listening carefully, speaking calmly, being friendly.
2. Culture awareness – respecting customs and food rules.
3. Avoid offense – polite gestures, no rude words, respecting personal space.
4. Quick action – solving urgent problems fast and repeating the plan.
5. Build trust – keeping promises, showing care, making the guest feel important.

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Another bonus dialogue:

Characters:

• Guest – a hotel guest with multiple complaints
• Staff – hotel front desk or concierge staff

Scenario: Guest reports multiple problems in the room. Staff must solve them politely, quickly, and respectfully.

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Scene 1: Guest Approaches the Desk

Guest: (speaking politely but worried) Excuse me, I have some problems with my room.

Staff: (smile, maintain eye contact) I am very sorry. I want to help. Can you tell me all the problems?

Guest: First, my room is very cold. Second, the TV does not work. Third, I cannot eat the food because I do not eat meat. Also, yesterday the room was very noisy.

Staff: (nod, listen carefully) I understand. Thank you for telling me. I will help with everything.

Guest: Thank you. I feel uncomfortable and a little stressed.

Staff: I am very sorry. We want you to feel comfortable and happy. I will check the heater first. Then I will call maintenance for the TV. We will also prepare vegetarian food for you.

Guest: That is very kind. Thank you.

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Scene 2: Culture Awareness & Avoiding Offense

Staff: (smile, hands open in polite gesture) You are welcome. I want to make sure nothing offends you. We respect your culture, your customs, and your personal space. I will not touch your things without asking. We also avoid rude words and sensitive topics.

Guest: That is good. I feel safe.

Staff: (nod) Excellent. If you need anything else, please tell me.

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Scene 3: Quick Action

Staff: I will solve the urgent problems first. The heater and TV will be fixed in ten minutes. I repeat: heater and TV problems will be fixed soon.

Guest: Okay, thank you. I also need Wi-Fi for work.

Staff: I understand. I will check the Wi-Fi too. We act quickly but carefully. After fixing everything, I will check the room again to be sure it is quiet tonight.

Guest: That is very good. Yesterday, the noise made me very tired.

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Scene 4: Build Trust

Staff: I am very sorry. You can trust our service. We keep our promises. We care about your stay. Please tell me if you are happy with the solution.

Guest: Thank you. I feel much better now. I trust your hotel.

Staff: (smile) I am glad. Your trust is very important. We want you to feel safe, comfortable, and happy. Please tell me immediately if anything else bothers you.

Guest: I will. Thank you for helping me with all the problems.

Staff: You are welcome. We are always here to help. Enjoy your stay.

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Staff Notes / Actions for Training

1. Smile and eye contact – always polite, friendly.
2. Listen carefully – do not interrupt. Nod to show understanding.
3. Repeat the problem – show understanding and confirm facts.
4. Polite gestures – open hands, slight bow (if culturally appropriate).
5. Quick action – address urgent issues first. Explain clearly what will happen.
6. Respect culture – check for food, religious rules, personal space.
7. Avoid offense – no jokes, rude words, or sensitive topics.
8. Build trust – keep promises, show care, ask for feedback.

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• good service needs cultural knowledge

Customer satisfaction

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1. Guests feel welcome and respected
   1. The staff says “Hello” with a smile.
   2. Guests get help with their luggage.
   3. The receptionist listens carefully.
   4. Staff uses polite words like “please” and “thank you.”
   5. Guests feel safe and comfortable.
   6. Problems are solved quickly.
2. Positive feelings → good reviews
   1. A clean room makes guests happy.
   2. Friendly staff is mentioned in reviews.
   3. Guests write about fast service.
   4. A quiet hotel gets good comments.
   5. Guests post nice photos online.
   6. A surprise gift gets 5 stars.
3. Increased loyalty → repeat visits
   1. Guests return to the same hotel next year.
   2. A family books again for holidays.
   3. Business travelers always choose the same hotel.
   4. Guests join a loyalty program.
   5. Regular guests get a small discount.
   6. A couple celebrates anniversaries at the same hotel.
4. Word-of-mouth recommendation
   1. A guest tells friends about the hotel.
   2. Families recommend it to other families.
   3. Tourists tell people in their hometown.
   4. Guests share their stay on social media.
   5. Travelers suggest the hotel in online forums.
   6. A happy guest brings new visitors.
5. Guests enjoy their stay more
   1. Guests sleep well in a good bed.
   2. They relax in a clean pool.
   3. Children play safely in the garden.
   4. Guests enjoy music in the lobby.
   5. They are happy with fast Wi-Fi.
   6. Guests like walking around the nice hotel area.
6. Overall impact
   1. The hotel gets more bookings.
   2. Staff feel proud of their work.
   3. The hotel has a better reputation.
   4. Guests stay longer than planned.
   5. More people choose the hotel over others.
   6. The hotel grows and is successful.

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Customer Satisfaction

Customer satisfaction is very important in every hotel. When guests feel welcome and respected, they are happy from the first moment. A smile, polite words, and small help, like carrying luggage, make a big difference. Guests want to feel safe, comfortable, and listened to.

Positive feelings bring good reviews. When the room is clean, the staff is friendly, and the service is fast, guests write about it online. They often post nice photos and give high ratings. Sometimes a small surprise, like a gift, makes them write a five-star review.

Satisfied guests show increased loyalty. They come back again and again. Families return for holidays, business travelers always choose the same hotel, and couples celebrate special days. Loyalty programs or small discounts make guests even more interested in returning.

Good experiences lead to word-of-mouth recommendations. Guests tell their friends, post on social media, and suggest the hotel to other travelers. This is free advertising and brings many new visitors.

When guests enjoy their stay more, they sleep well, relax, and feel comfortable. They use the pool, enjoy the Wi-Fi, and like the garden or music.

The overall impact is clear: more bookings, better reputation, proud staff, and long-term success for the hotel.

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Vocabulary:

• Customer satisfaction – when a guest is happy with the hotel and service.
• To feel respected – to feel people are kind and value you.
• A polite word – a nice word like “please” or “thank you.”
• To carry luggage – to help move bags or suitcases.
• To feel safe – to feel there is no danger.
• To feel listened to – to feel someone hears and understands you.
• A review (hotel) – what a guest writes about their stay.
• To give a rating – to give stars or points to show how good something is.
• A surprise – something nice you did not expect.
• A gift – something you get for free, like a present.
• A satisfied guest – a guest who is happy with the stay.
• Increased loyalty – when guests come back many times.
• To choose – to pick one thing and not another.
• To celebrate – to enjoy a special day, like a birthday.
• A discount – when you pay less money than usual.
• An experience – something you do and remember.
• A word-of-mouth recommendation – when a guest tells friends about the hotel.
• To suggest – to say an idea to someone.
• Free advertising – when people talk about a hotel, and it costs nothing.
• To enjoy – to like something very much.
• To relax – to rest and feel calm.
• The overall impact – the total effect or result of something.
• A booking – when you reserve a room or place.
• A reputation – what people think about a hotel.
• Long-term success – good results that last many years.

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Cheat Sheet

Category	Key Points	Examples / Notes
Guests feel welcome and respected	Smile, respect, help	Staff says “Hello” with a smile • Help with luggage • Receptionist listens • Use polite words • Guests feel safe • Problems solved quickly
Positive feelings → good reviews	Clean, friendly, quiet	Clean room makes guests happy • Friendly staff in reviews • Fast service mentioned • Quiet hotel gets good comments • Guests post photos • Surprise gift = 5 stars
Increased loyalty → repeat visits	Guests return, discounts	Guests come back next year • Family books again • Business travelers choose same hotel • Join loyalty program • Regular guests get discount • Couples celebrate anniversaries
Word-of-mouth recommendation	Guests tell others	Guests tell friends • Families recommend • Tourists tell people at home • Share on social media • Suggest in online forums • Happy guest brings new visitors
Guests enjoy their stay more	Comfort, relax, enjoy	Guests sleep well • Relax in clean pool • Children play in garden • Enjoy lobby music • Happy with fast Wi-Fi • Like walking around hotel area
Overall impact	Success, growth	More bookings • Staff feel proud • Better reputation • Guests stay longer • More people choose hotel • Hotel grows and is successful

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Dialogues:

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1. Guests feel welcome and respected

Dialogue 1
Receptionist: Good morning! Welcome to our hotel. How can I help you today?
Guest: Good morning. I have a reservation for two nights. My name is Anna Smith.
Receptionist: Yes, we have your booking. Let me call our bellboy to help you with your luggage.
Receptionist (calling): Excuse me! Can you help carry the guest’s luggage to the room, please?
Bellboy: Of course! I will take the bags to the room.
Guest: Thank you! I have two big suitcases and a small backpack.
Bellboy: No problem. Please follow me. Your room is on the third floor.
Guest: Great! I hope it is quiet.
Receptionist: It is a quiet room. We want all guests to feel safe and comfortable.
Guest: Thank you! I already feel very welcome here.

Dialogue 2
Guest: Excuse me, I need help with the air conditioner in my room.
Receptionist: Of course! I can come to your room and show you how it works.
Guest: Thank you. You are very polite and helpful.
Receptionist: It’s our pleasure. We always try to make guests feel respected.
Guest: I feel safe and happy here. That is very important to me.
Receptionist: We are glad to hear that. If you need anything else, please call us anytime.
Guest: Thank you! I already feel at home in this hotel.

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2. Positive feelings → good reviews

Dialogue 1
Guest: The room is very clean, and I like the bed. It is very comfortable.
Receptionist: Thank you! We clean the rooms carefully every day.
Guest: The staff is very friendly too. They always help me with questions.
Receptionist: That is nice to hear. We want all guests to feel happy.
Guest: I will write a good review online. I want other people to know about this hotel.
Receptionist: Thank you! Good reviews help us a lot and make our staff proud.
Guest: I am very happy to stay here. It is a wonderful experience.

Dialogue 2
Guest: I really enjoy my stay. The hotel is quiet, and the view is beautiful.
Receptionist: That is wonderful! We try to make our hotel relaxing for everyone.
Guest: I also like the small gift you gave me at check-in. It was a nice surprise.
Receptionist: We like to surprise guests sometimes. It makes them feel special.
Guest: I will post photos online and give five stars.
Receptionist: Thank you! We are happy when guests are satisfied.
Guest: I will tell my friends to visit here too.

—————end of audio—————

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3. Increased loyalty → repeat visits

Dialogue 1
Guest: I stayed here last year, and I really liked it.
Receptionist: Welcome back! We are happy to see you again.
Guest: I think I will come every summer with my family.
Receptionist: That is great! We have a loyalty program with discounts for returning guests.
Guest: That is perfect. I like this hotel very much.
Receptionist: We are happy you enjoy it. Loyal guests like you are very important to us.
Guest: I feel like this hotel is my second home.

Dialogue 2
Guest: My family enjoyed the hotel so much last time. Can we book the same room for next month?
Receptionist: Of course! I will check availability.
Guest: Thank you. We want the same view and a quiet room.
Receptionist: No problem. We also offer a small discount for returning families.
Guest: That is very nice. We feel very comfortable here.
Receptionist: We are glad! We want guests to come back again and again.
Guest: We will tell our friends to visit too.

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4. Word-of-mouth recommendation

Dialogue 1
Guest 1: I love this hotel! The staff is so friendly, and everything is clean.
Guest 2: Really? I need a hotel for my holiday next month.
Guest 1: You should stay here. I will tell my friends and family too.
Guest 2: That sounds good. Do you think it is safe for children?
Guest 1: Yes, very safe. My children played in the garden and pool, and they loved it.
Guest 2: That is perfect! I will book it.

Dialogue 2
Guest: I had a great stay at this hotel. Can I write about it on Facebook?
Receptionist: Of course! Guests sharing their experience is very helpful for us.
Guest: I will also tell my friends to come here.
Receptionist: Thank you! That is a wonderful way to recommend our hotel.
Guest: The pool, garden, and staff make it a very happy place.
Receptionist: We are glad you enjoyed it. Your recommendation means a lot to us.
Guest: I hope more people will come and enjoy it too.

———————–end of audio—————-

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5. Guests enjoy their stay more

Dialogue 1
Guest: The bed is very comfortable, and the room is clean. I sleep very well.
Receptionist: We are happy to hear that. A good rest is important for all guests.
Guest: I also enjoy the pool. It is very clean and relaxing.
Receptionist: We try to keep it perfect for families and adults.
Guest: I feel relaxed and happy. This is a perfect holiday.
Receptionist: That is our goal. We want all guests to enjoy their stay.
Guest: I will remember this hotel for a long time.

Dialogue 2
Guest: My children like the garden and play area very much.
Receptionist: That is wonderful! We try to make our hotel fun for families.
Guest: We also enjoy walking around the hotel. The area is beautiful.
Receptionist: Thank you! We want guests to feel comfortable and happy everywhere in the hotel.
Guest: The music in the lobby is nice too. It makes us feel relaxed.
Receptionist: We are glad you enjoy it. Happy guests are the most important for us.
Guest: We will definitely come back next year!

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• good service needs cultural knowledge

Tailored services:

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1. Food Preferences

Guests from abroad often eat different food. Hotels should give choices.

Examples:

1. A vegetarian guest wants meals without meat or fish.
2. A Muslim guest asks for halal food.
3. A Jewish guest needs kosher food.
4. An Indian guest prefers meals without beef.
5. A Buddhist guest may ask for no onion and no garlic.
6. A Western guest likes international food such as pasta or pizza.

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2. Room Setup

Rooms can be arranged in many ways to make guests happy.

Examples:

1. A guest asks for a double bed instead of two single beds.
2. A family with children wants an extra bed or baby cot.
3. A guest asks for a quiet room far from the elevator.
4. An older guest wants a ground floor room with no stairs.
5. A business guest prefers a room with a work desk.
6. A guest asks for a room with a view of the garden or pool.

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3. Special Needs

Guests with special needs need extra care and service.

Examples:

1. A guest with peanut allergy needs food without nuts.
2. A guest in a wheelchair needs a bathroom without steps.
3. A guest with asthma wants a room without carpets.
4. A guest with hearing problems needs a flashing alarm.
5. A guest with gluten allergy asks for gluten-free bread.
6. A guest with diabetes may ask for sugar-free food.

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4. Timing of Services

Different cultures have different times for eating, sleeping, or activities.

Examples:

1. Spanish guests eat dinner late, around 9–10 p.m.
2. German guests want early breakfast, around 7 a.m.
3. Middle Eastern guests may prefer late check-out in the afternoon.
4. Asian guests often like early check-in after morning flights.
5. Business travelers want fast breakfast service before meetings.
6. Tourists may ask for breakfast boxes if leaving early for a trip.

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

Tailored services for guests from abroad

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Hotels welcome guests from many countries. Every guest has different needs, so staff must give tailored services. This makes the guest feel comfortable, respected, and happy during the stay.

One important point is food preferences. Some guests do not eat meat or fish because they are vegetarian. Muslim guests ask for halal food, and Jewish guests ask for kosher food. Other guests may not eat beef or garlic and onion. Some Western guests enjoy pasta or pizza. It is important to ask and serve the right food.

Another point is the room setup. Guests like their rooms in different ways. Some prefer a double bed, while families may need an extra bed or baby cot. Some want a quiet room far from the elevator. Older guests may need a ground floor room. Business guests prefer a work desk, and others like a nice view of the garden.

Special needs must also be respected. Guests with peanut or gluten allergy need special food. Wheelchair users need a bathroom without steps. Guests with asthma may ask for rooms without carpets. Some people need sugar-free food or an alarm with light signals.

Finally, timing of services is important. Spanish guests eat dinner late, but German guests want early breakfast. Some guests want early check-in or late check-out. Tourists may need breakfast boxes for early trips.

Understanding these needs helps hotels give better service and make every guest feel welcome.

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________________________-

Vocabulary – definition:

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• a tailored service – a service made special for one person
• from abroad – from another country
• different needs – not the same wishes or things people want
• to feel respected – to feel people listen and care about you
• food preferences – the food someone likes or wants to eat
• a vegetarian – a person who does not eat meat or fish
• halal food – food that Muslim people can eat
• kosher food – food that Jewish people can eat
• beef – meat from a cow
• garlic – a small white vegetable used in cooking, with a strong taste
• onion – a round vegetable, often white, yellow, or red, with a strong smell
• to enjoy – to like something very much
• room setup – the way the room is arranged
• to prefer – to like one thing more than another
• a baby cot – a small bed for a baby
• an elevator – a small moving room that goes up and down in a building
• a work desk – a table to sit and work at
• special needs – extra help that some people need
• a peanuts allergy – when peanuts make a person sick
• a gluten allergy – when bread or pasta makes a person sick
• a wheelchair – a chair with wheels, used when a person cannot walk well
• a carpet – a soft cover on the floor
• finally – at the end
• timing of services – the time when guests get food, cleaning, or other help

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_______________________

Vocabulary – examples:

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• a tailored service – The hotel gives a tailored service for each guest.
• from abroad – My friend is from abroad. He comes from France.
• different needs – Guests have different needs. Some want a big bed, some a small bed.
• to feel respected – Guests want to feel respected. Staff listen to them.
• food preferences – We ask the guests about their food preferences.
• a vegetarian – Anna is a vegetarian. She does not eat meat.
• halal food – The hotel serves halal food for Muslim guests.
• kosher food – We can order kosher food for Jewish guests.
• beef – I do not eat beef. I only eat chicken and fish.
• garlic – The soup has garlic. Some people like it, some do not.
• onion – He does not like onion in his salad.
• to enjoy – Guests enjoy their holiday in the hotel.
• room setup – The room setup is nice. There is a big bed and a desk.
• to prefer – I prefer a quiet room on the top floor.
• a baby cot – The family needs a baby cot for their baby.
• an elevator – We take an elevator to the fifth floor.
• a work desk – The guest writes emails at a work desk.
• special needs – Some guests have special needs. Staff help them.
• a peanuts allergy – She has a peanuts allergy, so no peanuts in her food.
• a gluten allergy – He has a gluten allergy, so no bread or pasta.
• a wheelchair – The old man uses a wheelchair in the hotel.
• a carpet – The room has a carpet on the floor.
• finally – Finally, the guest gets the room key.
• timing of services – The hotel changes the timing of services for guests from abroad.

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

Cheat sheet:

Category	Key Points	Examples / Notes
Food Preferences	– Different food needs – Give choices	– Vegetarian → no meat/fish – Muslim → halal -Jewish → kosher – Indian → no beef – Buddhist → no onion/garlic – Western → pasta/pizza
Room Setup	– Arrange room for comfort – Ask guest wishes	– Double bed / 2 singles – Extra bed / baby cot – Quiet room / far from elevator – Ground floor / no stairs – Work desk for business – View → garden/pool
Special Needs	– Extra care for safety & comfort	– Peanut allergy → no nuts – Wheelchair → no steps – Asthma → no carpet – Hearing → flashing alarm – Gluten allergy → gluten-free bread – Diabetes → sugar-free food
Timing of Services	– Respect cultural habits – Adjust service times	– Spanish → late dinner 9–10 p.m. – German → early breakfast 7 a.m. – Middle East → late check-out – Asian → early check-in – Business → fast breakfast – Tourists → breakfast boxes

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

Dialogues

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1. Food Preferences

Dialogue 1 – Vegetarian Guest
Receptionist: Good morning, Mrs. Lee. I see you requested vegetarian meals during your stay. Can you tell me more about what you like?
Guest: Yes, I do not eat meat, chicken, or fish. I like vegetables, rice, pasta, and fruit.
Receptionist: Thank you. We can prepare breakfast with eggs, bread, fruit, and vegetables. For lunch and dinner, we have vegetable pasta, salads, and vegetable curry.
Guest: That sounds perfect. Thank you for asking.
Receptionist: You are welcome. We want to make sure you enjoy all your meals here.

Dialogue 2 – Halal Guest
Receptionist: Hello, Mr. Ahmed. I see you asked for halal food. Can you tell me what you like to eat?
Guest: I only eat meat prepared in the halal way. I also like rice, vegetables, and fish.
Receptionist: Thank you. Our kitchen will prepare halal chicken, beef, and fish, and we will avoid any non-halal ingredients.
Guest: That is very kind. I feel safe eating here.
Receptionist: We are happy to help. Your comfort and safety are very important to us.

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2. Room Setup

Dialogue 1 – Double Bed Request
Receptionist: Good afternoon, Ms. Brown. I see you want a double bed in your room.
Guest: Yes, I prefer one big bed. Two single beds are not comfortable for me.
Receptionist: No problem. We have a quiet room with a double bed and a nice view of the garden.
Guest: That is wonderful. I like quiet rooms, and the garden view is very nice.
Receptionist: We will prepare your room exactly as you like.

Dialogue 2 – Family with Baby Cot
Receptionist: Hello, Mr. and Mrs. Singh. I see you are staying with your baby.
Guest: Yes, we need a baby cot in the room for our little child.
Receptionist: Of course. We will put a small bed for your baby and extra blankets if you need them.
Guest: Thank you. We also want a room on the ground floor. It is easier for us.
Receptionist: Absolutely. This room is on the ground floor, quiet, and safe for your family.

———–end of audio————

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3. Special Needs

Dialogue 1 – Peanut Allergy
Receptionist: Good morning, Ms. Green. I see you have a peanut allergy. Can you tell me more?
Guest: Yes, I cannot eat anything with peanuts. Even a little bit makes me sick.
Receptionist: Thank you. We will mark your meals in the kitchen and make sure no peanuts are used.
Guest: That is very good. I feel safe here.
Receptionist: We want all our guests to be safe and comfortable during their stay.

Dialogue 2 – Wheelchair Guest
Receptionist: Hello, Mr. Kim. I see you need a wheelchair-accessible room.
Guest: Yes, I use a wheelchair. I need a bathroom without steps.
Receptionist: We have a room on the ground floor with a wide bathroom and no steps. There is also space to move your wheelchair easily.
Guest: Thank you very much. That is perfect for me.
Receptionist: You are welcome. We want your stay to be as comfortable as possible.

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4. Timing of Services

Dialogue 1 – Late Dinner
Receptionist: Good evening, Mr. Garcia. I see you prefer late dinner during your stay.
Guest: Yes, in my country we usually eat dinner around 10 p.m.
Receptionist: That is fine. We can prepare your dinner at 9:30 p.m. or 10 p.m. every evening.
Guest: That is very kind. I feel at home here.
Receptionist: We want you to feel comfortable and enjoy your meals.

Dialogue 2 – Early Breakfast for Business
Receptionist: Good morning, Ms. Müller. I see you have an early meeting today.
Guest: Yes, I need breakfast at 6:30 a.m., before my meeting.
Receptionist: No problem. We can prepare breakfast for you at 6:30 a.m. in your room or in the restaurant.
Guest: Thank you. That is very helpful.
Receptionist: You are welcome. We know timing is very important for business guests.

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• good service needs cultural knowledge

Respect and etiquette

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1. Greetings and Handshakes

• People greet in different ways in different countries.
• Some people shake hands, others bow.
• In some countries, people kiss on the cheek to say hello.
• Some people only say hello with words.
• Eye contact can be polite or rude depending on the country.
• Using titles like Mr., Mrs., or Sir can show respect.

2. Personal Space and Privacy

• People need different amounts of space around them.
• Touching during conversation can be okay or not.
• Some people like privacy for personal information.
• It is important to respect homes and families.
• Some cultures like group activity more than private time.
• Public affection, like holding hands, can be okay or rude.

3. Eating and Table Manners

• People eat with hands, forks, knives, or chopsticks.
• The order of meals and where you sit can be important.
• Some people share food, others have their own plate.
• Talking and eating at the same time can be polite or rude.
• Tipping rules are different in each country.
• Some people cannot eat certain foods for religious reasons.

4. Dress and Religion

• Clothes can be different for men and women.
• Some places need head coverings or special clothes.
• Colors or patterns can have special meaning.
• Some countries have formal or casual dress rules.
• In some places, you must take off your shoes inside.
• Special clothes are needed for weddings, holidays, or ceremonies.

5. Politeness and Behavior

• Gestures can mean different things in different countries.
• Talking loudly or quietly can be polite or rude.
• Waiting your turn is important in some cultures.
• Saying thank you is done in many ways.
• Respect for older people or bosses is important.
• Public behavior, like standing in line, can have rules.

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

Respect and etiquette

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People live in many different countries, and every country has its own rules for respect and behavior. It is important to know these rules to be polite and friendly.

First, people around the world have different ways to greet each other. In some countries, people shake hands. In others, they bow or kiss on the cheek. Some only say hello with words. Eye contact can be polite or rude. Using titles like Mr., Mrs., or Sir can show respect.

Second, people need different amounts of personal space. Touching can be okay in some cultures but not in others. Privacy is important for personal information and homes. Some cultures like group activities more than private time. Public affection, like holding hands, may be okay or rude depending on the country.

Third, people eat in different ways. Some use hands, forks, knives, or chopsticks. Some share food, others use their own plate. Talking while eating can be polite or rude. Meal order and seating can be important. Tipping and food rules can be different.

Fourth, clothes and religion can affect behavior. Clothes can be different for men and women. Some places need special clothes or head coverings. Colors and patterns can have meaning. Shoes may need to be removed inside. Special clothes are for holidays or ceremonies.

Fifth, politeness and behavior are different everywhere. Gestures can mean different things. Speaking loudly or quietly can be polite or rude. Waiting your turn and saying thank you is important. Respect for older people and following rules in public is needed.

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___________________

Vocabulary:

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• Respect – to treat someone kindly and carefully
• Etiquette – the rules for being polite
• A rule – something you must do or not do
• Behavior – the way a person acts
• To be polite – to use kind words and good manners
• To greet – to say hello to someone
• To shake hands – to hold someone’s hand and move it up and down to say hello
• To bow – to bend your body forward to show respect
• To kiss on the cheek – to touch someone’s cheek with your lips to say hello
• Eye contact – looking at someone’s eyes when you talk
• Rude – not polite
• To show respect – to act in a kind and careful way to someone
• An amount of personal space – the space around someone’s body that they want to keep free
• To touch – to put your hand on someone or something
• Privacy – time or space alone or not shared with others
• Public affection – showing love or care in front of other people
• To depend on a country – to be different in different countries
• A chopstick – a thin stick used to eat food, usually in Asia
• To share food – to give part of your food to someone else
• A plate (restaurant) – a flat dish for food
• Seating – the place where someone sits
• To tip – to give extra money to someone for good service
• Food rules – rules about what or how to eat
• To affect behavior – to change the way someone acts
• A head covering – something worn on the head, like a hat or scarf
• A meaning – what something stands for or shows
• To remove shoes – to take off your shoes
• A ceremony (plural: ceremonies) – an event with special rules, like a wedding or holiday
• Politeness – using good manners
• A gesture – a movement of the hand, head, or body to show meaning
• To wait one’s turn – to wait until it is your time
• In public – in a place where other people can see

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

Cheat sheets – summary:

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Section / Topic	Simple Explanation	Example
1. Greetings and Handshakes	People say hello in many ways	Shake hands, bow, kiss, or say hello
Eye Contact	Looking at someone’s eyes	Good eye contact shows respect
Titles	Use Mr., Mrs., or Sir	Call your teacher “Mr. Smith”

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Section / Topic	Simple Explanation	Example
2. Personal Space and Privacy	People need space and privacy	Stand back; don’t read messages
Personal Space	Space around a person	Keep distance from strangers
Touching	Putting your hand on someone	Some cultures touch, others do not
Privacy	Private time or information	Don’t share messages without asking
Public Affection	Showing love in public	Holding hands or hugging

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Topic	Simple Explanation	Example
3. Eating and Table Manners	People eat in different ways and follow rules at the table	Hands, forks, knives, or chopsticks
Eating	How people eat	Use chopsticks for noodles
Sharing Food	Give part of your food	Share snacks with friends
Table Manners	Rules at the table	Don’t talk with mouth full
Meal Order & Seating	Where and when to sit	Sit in your place
Tipping	Give extra money for service	Tip the waiter if service is good
Food Rules	Some foods are not allowed	Some religions do not eat meat

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Topic	Simple Explanation	Example
4. Dress and Religion	Clothes and religion can affect behavior	Wear modest clothes, head coverings, or special clothes for events
Dress	Clothes for men and women	Wear modest clothes in temples
Head Coverings	Clothes for the head	Women wear scarves
Colors & Patterns	Colors or patterns can have meaning	White clothes for weddings
Removing Shoes	Take off shoes inside	Remove shoes before entering a house
Special Clothes	Clothes for ceremonies or events	Weddings, holidays, religious events

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Here’s Section 5: Politeness and Behavior in a 3-column cheat sheet, A2-friendly:

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Topic	Simple Explanation	Example
5. Politeness and Behavior	People act differently in public and private	Gestures, speaking, waiting, respect, following rules
Gestures	Body movements that show meaning	Waving, nodding, shaking head
Speaking Volume	Talking loudly or quietly can be polite or rude	Speak softly in libraries
Waiting One’s Turn	Wait for your chance	Stand in line
Public Behavior	How to act in public	Follow rules and be polite

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

Some dialogues on respect and etiquette

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1. Greetings and Handshakes

Tom: Hello, Maria! How do you usually greet people in Spain?
Maria: Hi, Tom! In Spain, we often kiss on the cheek to say hello.
Tom: Really? That’s different. In my country, we usually shake hands.
Maria: Yes, and sometimes we just say “hello” with words. It depends on the person.
Tom: Should I look in your eyes when I greet you?
Maria: Yes, good eye contact is polite, but too much can feel strange.
Tom: And using titles, like Mr. or Mrs., is it important?
Maria: Yes, it shows respect, especially for older people or teachers.

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2. Personal Space and Privacy

Anna: Hi, John. Can I sit here next to you?
John: Sure, but I like a little space around me.
Anna: Oh, I’m sorry! I’ll move a little.
John: Thanks. Some people also like privacy for their personal information.
Anna: I understand. I won’t look at your phone or messages.
John: That’s polite. And in some countries, public affection, like holding hands, is okay.
Anna: Really? I didn’t know that! In my country, people don’t do that in public.

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3. Eating and Table Manners

Sara: Lee, how do people eat in Thailand?
Lee: We usually use a fork and spoon. Some people use chopsticks for noodles.
Sara: Can I share food with you?
Lee: Yes, sharing is common. But remember, don’t talk with your mouth full.
Sara: Oh, I see. And where should I sit?
Lee: The seat and order of eating can be important, especially at big meals.
Sara: What about tipping?
Lee: It’s okay, but not always required. And some people cannot eat meat for religious reasons.

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4. Dress and Religion

Emma: Fatima, why do you wear a scarf on your head?
Fatima: In my religion, women wear a head covering in public.
Emma: And your clothes are different from mine.
Fatima: Yes, some clothes are for men and women. Colors and patterns can have special meaning.
Emma: Should I remove my shoes if I visit your house?
Fatima: Yes, it is polite. And special clothes are needed for weddings or religious ceremonies.

———————end of audio—————-

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5. Politeness and Behavior

Liam: Noah, why is everyone speaking quietly here?
Noah: Speaking loudly can be rude in some countries.
Liam: And gestures?
Noah: Some gestures are polite, like nodding, and some are rude.
Liam: Should I wait my turn in line?
Noah: Yes, waiting is important. Saying “thank you” is done in many ways too.
Liam: And respect for older people?
Noah: Very important. Public behavior, like standing in line or walking politely, matters a lot.

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###########

• good service needs cultural knowledge

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Communication

1. Languages & Accents

• Guests speak many languages
• Different accents can be hard to understand
• Use clear pronunciation
• Repeat if guest does not understand
• Avoid speaking too fast
• Gestures can mean different things

2. Simple & Polite Language

• Speak slowly
• Use short sentences
• Choose easy words
• Avoid slang or idioms
• Always be polite
• Say “please” and “thank you”

3. Avoid Misunderstandings

• Listen carefully
• Repeat information if needed
• Ask guest to confirm
• Use simple questions
• Stay calm and friendly
• Clarify if something is not clear

4. Explain Rules & Services

• Explain step by step
• Use simple words
• Show with examples or pictures
• Be patient with questions
• Repeat important points
• Make sure guest feels comfortable

5. Non-Verbal Cues

• Eye contact (different meaning in cultures)
• Smile to show friendliness
• Use open body language
• Respect personal space
• Watch hand gestures
• Notice guest’s tone of voice

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

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Communication

In hotels and tourism, communication is very important. Guests come from many countries. They have different languages, accents, and body language. Staff must understand this to give good service and make guests feel welcome.

First, languages and accents can be difficult. Some guests do not speak English well. Others speak with a strong accent. Sometimes staff and guests cannot understand each other. Gestures can also be different. A hand signal can mean “good” in one country but “bad” in another. Staff should listen carefully and speak clearly.

Second, staff should use simple and polite language. They should speak slowly and use short sentences. Easy words are better than slang or difficult expressions. Saying “please,” “thank you,” and “sorry” shows respect and kindness.

Third, misunderstandings can happen. Staff should repeat information if needed. They can ask guests to repeat or confirm. If something is not clear, staff must explain again. Being calm and friendly is always important.

Fourth, hotel rules and services must be explained clearly. Guests may not know local customs or hotel systems. Staff should explain step by step, give examples, and repeat important things. Patience makes guests feel comfortable.

Finally, non-verbal communication is important. Smiles, eye contact, and body language are different in cultures. Staff should be respectful and careful.

In conclusion, understanding cultural background helps staff avoid problems and give better service.

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Vocabulary:

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1. an accent – the way a person’s voice sounds when they speak, often from their country.
2. body language – the way you move your body to show feelings, without words.
3. to make guests feel welcome – to help guests feel happy and comfortable in your hotel.
4. a gesture – a movement of your hand, head, or body to show something.
5. polite – showing good manners and respect to people.
6. slang – informal or “easy” words people use, not always correct.
7. an expression – the way you say something with words or your face.
8. to show respect – to be careful and kind to other people.
9. kindness – being nice and helpful to other people.
10. a misunderstanding – when someone does not understand something correctly.
11. to repeat information – to say something again so people understand.
12. to confirm – to say “yes, it is correct” or check something is right.
13. to explain – to give information so someone can understand.
14. to be calm – to stay quiet and not angry or nervous.
15. a local custom – a special way people do things in a country.
16. step by step – one thing at a time, in order.
17. patience – the ability to wait and not be angry.
18. to feel comfortable – to feel happy and relaxed.
19. finally – the last thing, at the end.
20. non-verbal communication – sending messages without words, e.g., with gestures or facial expressions.
21. eye contact – looking at someone’s eyes when talking.
22. respectful – showing respect and care for others.
23. in conclusion – at the end, when you finish explaining.
24. to avoid problems – to stop problems before they happen.

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Cheat Sheet:

Topic	Key Points	Example
Languages & Accents	Many languages	Guest speaks Spanish, not English
	Strong accents	Guest’s English is hard to understand
	Clear pronunciation	Say “room” slowly, not too fast
	Speak slowly	“Breakfast is at 7 o’clock”
	Repeat if needed	Say check-out time two times
	Gestures = different meaning	Thumbs up is good in USA, rude in some countries
Simple & Polite Language	Short sentences	“The bus leaves at 9”
	Easy words	Say “toilet,” not “restroom facility”
	No slang / idioms	Say “very good,” not “cool”
	Always polite	“Can I help you?”
	Say “please/thank you/sorry”	“Please sign here”
	Friendly tone	Smile when speaking
Avoid Misunderstandings	Listen carefully	Guest says “need taxi”
	Repeat information	“Check-out is 12 o’clock, 12 o’clock”
	Ask guest to confirm	“Do you mean 3 people?”
	Use simple questions	“Yes or no?”
	Stay calm	Guest is upset, speak gently
	Be patient	Wait while guest finds the right word
Explain Rules & Services	Step by step	“First fill the form, then sign”
	Use examples / pictures	Show photo of swimming pool
	Repeat important points	“Breakfast ends at 10, yes, 10 o’clock”
	Use simple words	Say “pay,” not “settle account”
	Be patient with questions	Guest asks two times, you answer kindly
	Check understanding	“Do you understand check-out time?”
Non-Verbal Cues	Eye contact (different meanings)	In Japan, less eye contact is polite
	Smile to welcome	Smile when giving room key
	Respect personal space	Do not stand too close
	Open body language	Hands open, not crossed arms
	Careful with gestures	Do not point finger at guest
	Watch tone of voice	Speak soft, not loud
Why Important	Avoid problems	Guest knows correct check-out time
	Guests feel welcome	Polite greeting at reception
	Better understanding	Guest understands hotel rules
	Clear information	Guest finds breakfast room easily
	Respect differences	Guest feels culture is respected
	Good experience	Guest leaves happy

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Some dialogues on the importance of clear communication:

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1. Do: Speak slowly and clearly

Story:
Maria works at the front desk of a hotel in Berlin. A guest from Spain arrives at 3 PM after a long flight.

Dialogue:
Guest: (tired) “Hello… I have… reservation… Maria Nunez?”
Maria: (smiling) “Hello, welcome to our hotel! Can you please spell your last name slowly?”
Guest: “N-U-N-E-Z.”
Maria: (speaking slowly) “Thank you, Ms. Nunez. Your reservation is confirmed. Your room number is 305. Take the elevator to the third floor, then turn left.”
Guest: “Third floor… left… okay.”
Maria: “Yes, exactly. Here is your key card. Breakfast is from 7 a.m. to 10 a.m. in the restaurant on the first floor. If you need anything, please call the front desk. Do you understand everything?”
Guest: “Yes… thank you… very clear.”
Maria: “Great! Enjoy your stay and have a good rest.”

Explanation: Speaking slowly, repeating important information, and checking understanding helps guests feel comfortable.

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2. Don’t: Use slang or very difficult words

Story:
Ahmed works in a hotel in London. A guest from Japan arrives for breakfast.

Dialogue (wrong way):
Guest: “Breakfast… where?”
Ahmed: “Oh, mate, just grab some grub downstairs, you know, the usual spread.”
Guest: (confused) “Huh?”

Correct version:
Ahmed: “Sorry, I will explain clearly. Breakfast is in the restaurant on the ground floor. It opens at 7 a.m. and closes at 10 a.m. You can choose anything you like: eggs, bread, fruit, coffee, or tea. Do you understand?”
Guest: “Yes, thank you. I understand now.”
Ahmed: “You are welcome! Please enjoy your meal.”

Explanation: Avoid slang or idioms. Simple, clear words are better. Guests from other countries understand better this way.

————-end of audio————-

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3. Do: Repeat information when needed

Story:
Li works at a hotel in Paris. A German guest wants to book a taxi for the airport the next morning.

Dialogue:
Guest: “Taxi… 8 a.m. airport… okay?”
Li: “Yes, the taxi will come at 8 a.m. in front of the hotel. Can you repeat the time for me?”
Guest: “Eight a.m., yes.”
Li: “Perfect! The taxi driver will be waiting outside the main entrance. Please be ready five minutes early.”
Guest: “Okay… outside… five minutes early. Got it.”
Li: “Thank you. Do you want me to write the information on a card for you?”
Guest: “Yes, please. That is very helpful.”
Li: (writes on card) “Here is your card. Taxi 8 a.m., front entrance. Have a safe flight!”
Guest: “Thank you very much. You are very helpful.”

Explanation: Repeating information, writing it down, and confirming details prevents misunderstandings.

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4. Don’t: Ignore gestures or cultural differences

Story:
Anna works at a hotel in Thailand. A guest from India shows a hand gesture while asking about the pool.

Dialogue (wrong way):
Guest: (shows thumbs up) “Pool… okay?”
Anna: (frowns) “I don’t understand. Don’t do that.”
Guest: (confused)

Correct version:
Anna: (smiling) “Oh, I see! You mean everything is good? Do you want to swim?”
Guest: “Yes, yes… pool good?”
Anna: “Yes, the pool is open from 8 a.m. to 8 p.m. Children must be with adults. Please do not run near the pool.”
Guest: “Ah, okay… thank you. I understand now.”
Anna: “You are welcome! Enjoy your swim!”

Explanation: Different countries have different gestures. Always check if you understand. Never assume the meaning.

—————-end of audio—————-

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5. Do: Explain hotel rules politely and clearly

Story:
Tom works at a hotel in Rome. A guest from Brazil asks about the pool and breakfast rules.

Dialogue:
Guest: “Pool… open?”
Tom: “Yes, the pool is open every day from 8 a.m. to 8 p.m. Please walk carefully near the pool. Children must be with adults. Do you have children with you?”
Guest: “Yes, one child.”
Tom: “Okay, thank you. Also, breakfast is from 7 a.m. to 10 a.m. in the restaurant on the first floor. Please wear a mask if you are close to the buffet. Do you understand?”
Guest: “Yes… I understand. Thank you for explaining.”
Tom: “You are welcome. If you have any questions, please call the front desk. We are happy to help.”

Explanation: Explaining rules step by step and politely makes guests feel safe and respected.

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• good service needs cultural knowledge

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Importance of understanding guests’ cultural background

• Communication
  • Different languages, accents, gestures
  • Use simple and polite language
  • Avoid misunderstandings
  • Explain rules, services clearly
  • Recognize non-verbal cues
• Respect and etiquette
  • Greetings and handshakes vary by culture
  • Personal space and privacy differences
  • Dining habits and table manners
  • Dress codes or religious customs
  • Politeness and behavior expectations
• Tailored services
  • Food preferences (vegetarian, halal, kosher)
  • Room setup (bed type, room location)
  • Special needs (allergies, accessibility)
  • Preferred activities or entertainment
  • Timing of services according to cultural habits
• Customer satisfaction
  • Guests feel welcome and respected
  • Positive feelings → good reviews
  • Increased loyalty → repeat visits
  • Word-of-mouth recommendation
  • Guests enjoy their stay more
• Problem-solving
  • Handle complaints politely and respectfully
  • Use culturally appropriate solutions
  • Avoid actions that may offend
  • Quick and understanding response
  • Build trust with guests
• Conclusion / Key point
  • Understanding culture → better communication
  • Show respect → increase satisfaction
  • Provide services suited to guests → happy guests, successful business

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Understanding Guests’ Cultural Background

It is very important for hotels to understand the culture of their guests. First, communication is very important. Guests can speak different languages or have different accents. Staff should use simple and polite words. They should explain rules and services clearly. Staff can also watch gestures and facial expressions to understand guests.

Second, respect and good behavior are important. Staff should greet guests in the right way, for example with a handshake or a bow. They should respect personal space and privacy. Politeness is very important. Staff should also know dining habits, table manners, dress codes, and religious rules.

Third, services should fit each guest. Food preferences, like vegetarian, halal, or kosher, should be available. Rooms should match guest needs, for example bed type and room location. Special needs, like allergies or accessibility, should also be considered. Guests like it when activities, entertainment, and service times match their wishes.

Customer satisfaction comes from making guests feel welcome and respected. Happy guests leave good reviews and return to the hotel. Problems should be solved politely and quickly. Understanding guests’ culture improves communication, shows respect, and helps hotels give a happy stay and good service.

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Vocabulary:

• Cultural background – the way people live, their traditions, and customs.
• Communication – talking or sending messages to other people.
• An accent – the way someone’s voice sounds when they speak a language.
• To be polite – to be nice and use good words with people.
• To explain rules – to tell people what they can or cannot do.
• To watch gestures – to look at people’s movements to understand them.
• Facial expressions – the feelings on someone’s face, like happy or sad.
• Respect – to be kind and careful about other people’s feelings and rules.
• Behaviour – the way someone acts.
• To greet guests – to say hello to people who come to visit.
• A handshake – when two people hold hands and shake them to say hello.
• A bow – when a person bends forward to show respect.
• To respect personal space – to not come too close to someone.
• Privacy – being alone or having your own space.
• Politeness – using good manners with other people.
• Dining habits – the way people eat.
• Table manners – the correct way to eat at the table.
• Dress codes – rules about what clothes you can wear.
• Religious rules – rules from a religion about how to live.
• To fit a guest – to be good or correct for a guest.
• Food preferences – the foods a person likes or does not like.
• To be available – to be ready or there for someone.
• To match needs – to be what someone wants or needs.
• Special needs – help some people need, for example, because of illness or disability.
• Accessibility – being able to enter or use a place easily.
• To consider – to think about something before making a choice.
• Entertainment – fun activities, like movies, music, or games.
• To match the guest’s wishes – to do what the guest wants.
• Customer satisfaction – when a guest is happy with the service.
• To be respected – to be treated well and kindly.
• A good review – a nice comment about a place or service.
• To solve problems politely – to fix problems in a kind way.
• To improve communication – to make talking and understanding easier.
• To show respect – to act in a kind and careful way to other people.

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• from complaint to guest satisfaction

1. Introduction – The Complaint

• Start with the guest arriving at or staying in the hotel.
• Describe the problem they encounter (e.g., a dirty room, noisy neighbors, broken air conditioning).
• Show the guest’s reaction: frustration, disappointment, or annoyance.

2. Action – Reporting the Problem

• Explain how the guest communicates the issue (calls reception, visits front desk).
• Include the hotel staff’s response (listening, apologizing, offering solutions).

3. Resolution – Problem Solved

• Describe the actions taken by the staff to fix the issue (cleaning the room, changing the room, repairing something).
• Show the guest noticing the improvement or solution.

4. Conclusion – Guest Satisfaction

• Emphasize the guest’s positive reaction: happy, relieved, or thankful.
• Optionally, mention the guest leaving a compliment or feeling good about the hotel service.

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Dialogue 1:

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A guest arrives at the hotel and goes to the front desk. He looks tired and frustrated.

Guest: “Excuse me, I have a problem. My room is very hot and the air conditioner does not work.”
Receptionist: “Oh, I am very sorry. That is not good. You must be uncomfortable. Do you want to stay in this room, or would you like to move to another room with a working air conditioner?”
Guest: “I would like to move, please. I cannot sleep in a hot room.”

Receptionist: “No problem. The bellboys will help you move your things to the new room.”
Guest: “Oh, thank you! That is very kind of you.”

Two bellboys arrive quickly with a trolley.
Bellboy 1: “Hello, sir. We will carry your bags to the new room. Please follow us.”
Bellboy 2: “Yes, sir. Everything will be safe and quick.”
Guest (smiling): “Thank you very much. You are very helpful.”

The guest follows the bellboys down the corridor. He feels a little better knowing help is coming. They open the door to the new room, and a cool breeze from the air conditioner welcomes him.

Guest: “Ah, now it is cool and comfortable. I am very happy. This is much better.”
Receptionist (smiling): “I am glad you are comfortable. Enjoy your stay!”
Guest: “Yes, thank you. You all helped me a lot. Now I can relax and rest.”
Bellboy 1: “We are happy to help, sir.”
Bellboy 2: “Have a nice stay!”

The guest unpacks a little, sits on the bed, and smiles. He feels relieved and satisfied with the hotel service.

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Dialogue 2:

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A guest comes to the front desk looking unhappy.

Guest: “Excuse me, my shower does not work. The water is very cold.”
Receptionist: “Oh, I am very sorry. That is not good. Do you want to move to another room, or stay here?”
Guest: “I want to stay. I don’t want to move my things.”
Receptionist: “Okay. Housekeeping can fix the shower in one hour. Is that okay for you?”
Guest: “Yes, that is fine. Thank you very much.”
Receptionist: “Thank you for waiting. While you wait, we can offer you a free drink at the hotel bar. Would you like that?”
Guest: “Oh, yes! That is very kind of you.”

The guest goes to the bar and enjoys a drink while waiting. He feels a little better.

One hour later, the receptionist goes to check the room.

Receptionist: “Hello, sir. I just want to make sure your shower works now.”
Guest (smiling): “Yes, now it is perfect! The water is hot and strong. Thank you very much.”
Receptionist: “I am glad everything is okay. Housekeeping did a good job. Enjoy your stay!”
Guest: “Yes, thank you. You helped me a lot, and I am happy now.”

The guest takes a shower and relaxes. He feels comfortable and pleased with the hotel service.

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Dialogue 3:

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A guest comes to the front desk looking unhappy.

Guest: “Excuse me, my toilet does not flush.”
Receptionist: “Oh, I am very sorry. That is not good. Housekeeping can fix it now.”
Guest: “Okay, thank you.”

Later, the receptionist calls the guest to check.

Receptionist (on phone): “Hello, sir. Is your toilet working now?”
Guest: “No, it does not work. I am annoyed. I cannot use it.”
Receptionist: “I am very sorry. We will send housekeeping again to fix it immediately.”

After housekeeping works on the toilet a second time, the receptionist goes personally to the guest’s room.

Receptionist (knocking and entering): “Hello, sir. I want to check myself and make sure your toilet is working now.”
Guest (smiling): “Yes, now it works. Thank you for coming personally.”
Receptionist: “I am glad. I am very sorry for the problems earlier. To make you happy, we can offer you a free drink now, and a free dinner in the evening. Would you like that?”
Guest: “Oh, yes! That is very kind of you.”

Receptionist: “Also, if you want, we can move you to a new room, but you do not have to.”
Guest: “No, I want to stay in this room. I am happy now with your offer.”

Receptionist: “Good. And remember, sir, if you need anything else, you can call the front desk anytime. We are here to help you.”
Guest: “Thank you! That is very nice. I feel safe and happy.”

Later, the guest enjoys a drink at the hotel bar and relaxes. In the evening, he has a free dinner and feels comfortable and satisfied.

Guest (smiling to receptionist): “Thank you very much. Now I am very happy with my stay.”
Receptionist: “I am glad, sir. Enjoy the rest of your stay!”

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An unlucky guest made a happy guest;-)

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A guest arrives at the hotel in the afternoon. He looks tired after a long journey and from his room goes directly to the front desk.

Guest: “Excuse me, my room is very hot. The air conditioner does not work.”
Receptionist (smiling politely): “Oh, I am very sorry. That is not good. You must be uncomfortable. Do you want to stay in this room, or would you like to move to another room with a working air conditioner?”
Guest (sighing): “I cannot sleep in a hot room. I want to move, please.”
Receptionist: “No problem, sir. The bellboys will help you move your bags to the new room. Please wait a moment.”

Two bellboys arrive quickly with a trolley.

Bellboy 1: “Hello, sir. Please follow us. We will carry your bags.”
Bellboy 2: “Yes, everything will be safe.”
Guest (smiling): “Thank you very much. You are very helpful.”

The bellboys carry the luggage while the guest follows them down the corridor. The new room is ready, cool, and comfortable.

Guest (relieved): “Ah, now it is cool and comfortable. I am very happy.”
Receptionist: “I am glad you are comfortable. Enjoy your stay, sir!”

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The next morning, the guest calls the front desk.

Guest: “Excuse me, my shower does not work. The water is very cold.”
Receptionist: “Oh, I am very sorry. Housekeeping can fix the shower in one hour. Is that okay for you?”
Guest: “Yes, that is fine. Thank you.”
Receptionist: “While you wait, sir, we would like to offer you a free drink at the hotel bar. Would you like that?”
Guest: “Oh, yes! That is very kind of you.”

The guest goes to the bar and enjoys a cool drink. He feels a little relaxed while waiting for the shower to be fixed.

One hour later, the receptionist calls the guest.

Receptionist: “Hello, sir. Is your shower working now?”
Guest (smiling): “Yes, now it is perfect. The water is hot and strong. Thank you very much.”
Receptionist: “I am glad everything is okay. Enjoy your stay!”

—————–end of audio————-

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Later that day, the guest comes to the front desk again. He looks unhappy.

Guest: “Excuse me, my toilet does not flush.”
Receptionist: “Oh, I am very sorry. That is not good. Housekeeping will fix it now.”
Guest: “Okay, thank you.”

After the first repair, the receptionist calls the guest.

Receptionist (on phone): “Hello, sir. Is your toilet working now?”
Guest: “No, it does not work. I am annoyed. I cannot use it.”
Receptionist: “I am very sorry. We will send housekeeping again to fix it immediately.”

Once housekeeping repairs the toilet a second time, the receptionist decides to go personally to the guest’s room.

Receptionist (knocking and entering): “Hello, sir. I want to check myself and make sure your toilet is working now.”
Guest (smiling, relieved): “Yes, now it works. Thank you for coming personally. I appreciate it.”
Receptionist: “I am glad. I am very sorry for the problems earlier. To make you happy, we can offer you a free drink now, and a free dinner in the evening. Would you like that?”
Guest: “Oh, yes! That is very kind of you.”

Receptionist: “Also, sir, if you want, we can move you to a new room. But you do not have to move if you prefer to stay here.”
Guest: “No, I want to stay in this room. I am happy now with your offer.”

Receptionist: “Good. And remember, sir, if you need anything else, you can call the front desk anytime. We are here to help you.”
Guest: “Thank you! That is very nice. I feel safe and happy.”

Later, the guest enjoys a cold drink at the hotel bar and relaxes. In the evening, he has a delicious free dinner. He smiles, feeling comfortable and satisfied with the hotel service.

Guest (to the receptionist): “Thank you very much. Now I am very happy with my stay. You helped me a lot.”
Receptionist (smiling): “I am glad, sir. Enjoy the rest of your stay!”

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