A good waitress has many important skills. First, she talks nicely. She speaks in a friendly and clear way to guests and coworkers. This helps people feel comfortable.
She also pays attention. She listens carefully and notices what guests need. When guests feel happy, they will want to come back.
A waitress is always friendly. She greets guests with a smile and makes them feel welcome. Smiling shows respect and kindness.
Another important skill is knowing the menu. A good waitress understands the food and drinks. She can answer questions and give suggestions to the guests.
Staying organized is very important. A waitress must remember orders and make sure everything goes smoothly. She can also handle changes. If it is busy, she stays calm and continues to work well.
Sometimes problems happen. A good waitress solves problems quickly and politely. She also works well with others. Teamwork helps everyone do a good job.
Details are important too. She makes sure the tables look nice and clean. Even in difficult times, she stays positive and professional.
In conclusion, a successful waitress makes guests happy and keeps the restaurant running smoothly. _______________________ Vocabulary:
Successful – doing something well and getting a good result.
A waitress – a woman who serves food and drinks in a restaurant.
A waiter – a man who serves food and drinks in a restaurant.
A key to success – something very important that helps you to do well.
Skills – things you can do well.
To talk nicely – to speak in a kind and friendly way.
A coworker – a person who works with you.
To pay attention – to look and listen carefully.
To listen carefully – to hear with focus and think about what the person says.
To notice something – to see or understand something that is happening.
To greet guests – to say hello to visitors in a friendly way.
A smile – a happy look on your face.
To show respect – to act politely and kindly to others.
Kindness – being friendly and good to people.
To know the menu – to understand what food and drinks are offered.
To understand the food – to know what the food is and what it is made of.
To give a suggestion – to tell someone an idea to help them choose.
To stay organized – to keep things in order and under control.
To remember orders – to not forget what guests want to eat or drink.
To go smoothly – to happen without problems.
To handle changes – to deal with new or different situations well.
To stay calm – to not get angry or worried.
To solve a problem – to find an answer to something difficult.
Politely – in a nice and respectful way.
To make sure – to check that something is correct.
Clean – without dirt.
To stay positive – to keep a happy and hopeful attitude.
In conclusion – used to finish and give the last idea.
To keep the restaurant running smoothly – to make sure the restaurant works well without problems.
#################
Multiple choice, one answer correct:
What does successful mean? a) Doing something well and getting a good result b) Trying many times but never learning from mistakes c) Starting something but not finishing it in the end
Who is a waitress? a) A person who sits down and eats in the restaurant b) A man who cooks the meals in the busy kitchen c) A woman who serves food and drinks in a restaurant
Who is a waiter? a) A person who clears tables after the guests have left b) A man who serves food and drinks in a restaurant c) A woman who works behind the hotel reception desk
What is a key to success? a) Something very important that helps you to do well b) A small tool that is used for opening a locked door c) A little present you give to a very close friend
What are skills? a) Things you can do well and practice every day b) Things you can buy in a shop at a low price c) Things you can only see when watching the TV
What does to talk nicely mean? a) To speak without saying any real words at all b) To speak loudly in an angry and rude manner c) To speak in a kind and friendly way to people
Who is a coworker? a) A person who teaches you new things in the school b) A person who works together with you at your job c) A person who comes as a visitor to the café
What does to pay attention mean? a) To speak to someone but make many silly mistakes b) To look and listen carefully to what is happening c) To give someone money when you buy some food
What does to listen carefully mean? a) To hear with focus and think about what is said b) To hear sounds but not really understand the words c) To listen to music when using the radio at home
What does to notice something mean? a) To forget about something that is very important b) To see or understand something that is happening now c) To write a letter and send it to a person
What is a smile? a) A small present you give when visiting a close friend b) A word you can write when sending a short letter c) A happy look that appears on your face and mouth
What does to show respect mean? a) To act politely and kindly when speaking to others b) To speak quickly and never stop for a short break c) To stand in line quietly and wait for your turn
What is kindness? a) Being friendly and good to people in daily life b) Being strong and powerful when working very hard c) Being fast and busy and moving all of the time
What does to know the menu mean? a) To write down what people have decided to order b) To understand which food and drinks are available c) To ask the waiter to bring you the paper list
What does to understand the food mean? a) To look at the food but never try to taste it b) To know what the food is and what it is made of c) To eat the food quickly without looking at the plate
What does to give a suggestion mean? a) To ask the waiter politely to bring you the bill b) To order a drink or a meal only for yourself c) To tell someone an idea that can help them choose
What does to stay organized mean? a) To keep everything in order and under good control b) To leave your things messy and always very untidy c) To ask another person to finish your daily work
What does to remember orders mean? a) To write a long shopping list for the supermarket b) To not forget what guests want to eat or drink c) To think about old lessons you had in the past
What does to go smoothly mean? a) To happen very late at night when people are asleep b) To happen only once each year in the long summer c) To happen without problems and continue in a good way
What does to handle changes mean? a) To deal with new or different situations in a good way b) To run away fast when things start to get difficult c) To throw away things quickly when you do not like them
What does to stay calm mean? a) To sleep in the middle of the afternoon every day b) To speak very fast and loudly without taking a break c) To not get angry or worried in a hard moment
What does to solve a problem mean? a) To find an answer to something that is difficult b) To ignore a problem and just walk away quietly c) To make a problem bigger and harder than before
What does politely mean? a) In a nice and respectful way towards other people b) In a loud and rude way that can make people angry c) In a short and quick way without many long words
What does to make sure mean? a) To believe something strongly without checking at all b) To ask another person to decide the thing for you c) To check that something is correct before it is done
What does clean mean? a) Without dirt and looking fresh and nice everywhere b) Very expensive when you buy it in a shop c) Full of food and completely ready for someone to eat
What does to stay positive mean? a) To always think about bad and sad things only b) To keep a happy and hopeful attitude every day c) To never talk to other people in the workplace
What does in conclusion mean? a) Used to finish and give the last idea in writing b) Used to start a story right from the beginning c) Used to say hello when you meet a new person
What does to keep the restaurant running smoothly mean? a)To bring food only when the guests arrive very late b) To close the restaurant completely every day for cleaning c) To make sure the restaurant works well without problems
What does to stay organized at work mean? a) To keep things in order so work is easy to manage b) To ask someone else to finish all of your tasks c) To leave everything messy and unprepared all day
What does to greet guests politely mean? a) To ignore the visitors until they ask for help b) To welcome visitors with kindness and respect c) To just say “hi” without any smile or gesture
What does successful mean? That means: Doing something well and getting a good result
Who is a waitress? That means: A woman who serves food and drinks in a restaurant
Who is a waiter? That means: A man who serves food and drinks in a restaurant
What is a key to success? That means: Something very important that helps you to do well
What are skills? That means: Things you can do well and practice every day
What does to talk nicely mean? That means: To speak in a kind and friendly way to people
Who is a coworker? That means: A person who works together with you at your job
What does to pay attention mean? That means: To look and listen carefully to what is happening
What does to listen carefully mean? That means: To hear with focus and think about what is said
What does to notice something mean? That means: To see or understand something that is happening now
What is a smile? That means: A happy look that appears on your face and mouth
What does to show respect mean? That means: To act politely and kindly when speaking to others
What is kindness? That means: Being friendly and good to people in daily life
What does to know the menu mean? That means: To understand which food and drinks are available
What does to understand the food mean? That means: To know what the food is and what it is made of
What does to give a suggestion mean? That means: To tell someone an idea that can help them choose
What does to stay organized mean? That means: To keep everything in order and under good control
What does to remember orders mean? That means: To not forget what guests want to eat or drink
What does to go smoothly mean? That means: To happen without problems and continue in a good way
What does to handle changes mean? That means: To deal with new or different situations in a good way
What does to stay calm mean? That means: To not get angry or worried in a hard moment —————————end of audio 1—————
What does to solve a problem mean? That means: To find an answer to something that is difficult
What does politely mean? That means: In a nice and respectful way towards other people
What does to make sure mean? That means: To check that something is correct before it is done
What does clean mean? That means: Without dirt and looking fresh and nice everywhere
What does to stay positive mean? That means: To keep a happy and hopeful attitude every day
What does in conclusion mean? That means: Used to finish and give the last idea in writing
What does to keep the restaurant running smoothly mean? That means: To make sure the restaurant works well without problems
What does to stay organized at work mean? That means: To keep things in order so work is easy to manage
What does to greet guests politely mean? That means: To welcome visitors with kindness and respect
#################
Match the word/s with the correct definition:
Words:
Successful
Waitress
Waiter
Key to success
Skills
To talk nicely
Coworker
To pay attention
Smile
Kindness
To know the menu
To stay organized
To solve a problem
Politely
Clean
To greet guests
Definitions:
a) A person who works together with you at your job b) To speak in a kind and friendly way to people c) Without dirt and looking fresh and nice everywhere d) A woman who serves food and drinks in a restaurant e) Things you can do well and practice every day f) A man who serves food and drinks in a restaurant g) A happy look that appears on your face and mouth h) Used to make sure everything runs well at work or in a place i) Being friendly and good to people in daily life j) Doing something well and getting a good result k) A very important thing that helps you succeed l) To look and listen carefully to what is happening m) In a nice and respectful way towards other people n) To find an answer to something that is difficult o) To welcome visitors with kindness and respect p) To understand what food and drinks are available
Successful – That means: Doing something well and getting a good result
Waitress – That means: A woman who serves food and drinks in a restaurant
Waiter – That means: A man who serves food and drinks in a restaurant
Key to success – That means: A very important thing that helps you succeed
Skills – That means: Things you can do well and practice every day
To talk nicely – That means: To speak in a kind and friendly way to people
Coworker – That means: A person who works together with you at your job
To pay attention – That means: To look and listen carefully to what is happening
Smile – That means: A happy look that appears on your face and mouth
Kindness – That means: Being friendly and good to people in daily life
To know the menu – That means: To understand what food and drinks are available
To stay organized – That means: Used to make sure everything runs well at work or in a place
To solve a problem – That means: To find an answer to something that is difficult
Politely – That means: In a nice and respectful way towards other people
Clean – That means: Without dirt and looking fresh and nice everywhere
To greet guests – That means: To welcome visitors with kindness and respect
#################
True or false:
A waitress works in a restaurant serving food and drinks.
Politely means speaking in a loud and rude way.
To pay attention means to look and listen carefully to what is happening.
To greet guests means ignoring them until they ask for help.
Successful means doing something well and getting a good result.
To talk nicely means to speak in a kind and friendly way.
Clean means full of dirt and very messy.
Skills are things you can do well and practice every day.
To solve a problem means to find an answer to something that is difficult.
Kindness means being unfriendly and ignoring other people.
To stay positive means always thinking about bad and sad things only.
To stay organized means leaving everything messy and unprepared.
A coworker is a person who works together with you at your job.
To know the menu means understanding which food and drinks are available.
A smile is a happy look that appears on your face and mouth.
A key to success is a small tool used to open a locked door.
_________________
True: 1,3,5,6,8,9,13,14,15 _________________ Full version:
A waitress works in a restaurant serving food and drinks.
Politely means speaking in a loud and rude way. True is: In a nice and respectful way towards other people
To pay attention means to look and listen carefully to what is happening.
To greet guests means ignoring them until they ask for help. True is: To welcome visitors with kindness and respect
Successful means doing something well and getting a good result.
To talk nicely means to speak in a kind and friendly way.
Clean means full of dirt and very messy. True is: Without dirt and looking fresh and nice everywhere
Skills are things you can do well and practice every day.
To solve a problem means to find an answer to something that is difficult.
Kindness means being unfriendly and ignoring other people. True is: Being friendly and good to people in daily life
To stay positive means always thinking about bad and sad things only. True is: To keep a happy and hopeful attitude every day
To stay organized means leaving everything messy and unprepared. True is: To keep everything in order and under good control
A coworker is a person who works together with you at your job.
To know the menu means understanding which food and drinks are available.
A smile is a happy look that appears on your face and mouth.
A key to success is a small tool used to open a locked door. True is: Something very important that helps you to do well
#################
Summary:
1. **Talks Nicely:** They speak in a friendly and clear way to guests and coworkers.
2. **Pays Attention:** They notice what guests need and make sure they’re happy.
3. **Is Friendly:** They greet guests with a smile and make them feel welcome.
4. **Knows the Menu:** They understand what food and drinks are available and can tell guests about them.
5. **Stays Organized:** They keep track of orders and make sure everything runs smoothly.
6. **Can Handle Changes:** They can deal with busy times or unexpected problems calmly.
7. **Solves Problems:** If something goes wrong, they fix it quickly and politely.
8. **Works Well with Others:** They cooperate with their coworkers to make sure everyone does a good job.
9. **Notices Details:** They make sure everything looks nice and clean for the guests.
10. **Stays Positive:** Even when things are tough, they keep a good attitude and act professionally.
Being a successful waitress means making guests feel happy and well taken care of while keeping everything running smoothly. ####################
Dialogue 1:
Reception / Door Hostess: Good evening! Welcome to Sunshine Restaurant. Guest: Good evening! Thank you. Hostess: Do you have a reservation? Guest: Yes, the name is Mr. Smith. Hostess: Let me check… Ah, yes! We have your table ready. Right this way, please.
Walking to the Table Hostess: Here is your table by the window. Is this okay for you? Guest: Oh… I prefer a table a bit more quiet. Hostess: Of course! I can show you another table near the corner. Guest: Yes, that’s much better. Thank you. Hostess: You’re welcome! Here is the menu. Your waiter will come soon.
At the Table / Ordering Drinks and Food Waiter: Good evening! My name is John, I will take care of you today. Can I start you with something to drink? Guest: Yes, a glass of water, please. Waiter: Of course. Here is our menu. We have soups, salads, pasta, fish, chicken, and vegetarian dishes. Guest: Thank you. Waiter: Also, our specials today are grilled chicken and fish soup. The chicken comes with a choice of side dishes: vegetables, rice, or potatoes. Guest: I will have the grilled chicken with vegetables, please. Waiter: Very good. Would you like any sauce with it? Guest: Yes, a little sauce, please. Waiter: Perfect. I will bring it soon.
During the Meal Waiter: How is your food? Guest: It is okay, but a little cold. Waiter: I’m very sorry! I will bring a fresh plate right away. Guest: Thank you, I appreciate it. Waiter: Here is your new plate. I hope you enjoy it now. Guest: Yes, much better!
After the Meal / Dessert and Coffee Waiter: Would you like to see our dessert menu? Guest: Yes, please. Waiter: We have chocolate cake, ice cream, and fruit salad. Guest: I will have the chocolate cake and a coffee, please. Waiter: Excellent choice! I will bring it soon. Guest: Thank you.
———————–end of audio—————
After Dessert / Paying Waiter: How was the dessert and coffee? Guest: Very good, thank you. Waiter: Would you like the bill? Guest: Yes, please. Waiter: Here you are. You can pay by cash or card. Guest: I will pay by card, please. Waiter: Of course. Here is the card reader. Please insert your card. Guest: Done. Waiter: Thank you. Your payment is successful. Guest: Thank you very much. Waiter: You’re welcome.
Leaving the Restaurant Hostess: Thank you for visiting Sunshine Restaurant. Have a good evening! Guest: Thank you! Goodbye! Hostess: Goodbye!
####################
Dialogue 2:
Reception / Door Hostess: Good evening! Welcome to Ocean View Restaurant. Guest: Good evening! Thank you. Hostess: Do you have a reservation? Guest: Yes, under Ms. Taylor. Hostess: Let me check… Yes! Your table by the window is ready. Please follow me. Guest: Thank you! This table is perfect.
At the Table / Drinks and Menu Waiter: Good evening! My name is Marco. Can I start you with something to drink? Guest: Yes, a glass of water, please. Waiter: Of course. Here is our menu. We have soups, salads, pasta, chicken, fish, and vegetarian dishes. Guest: Thank you. Waiter: Today’s specials are grilled salmon or roasted chicken with potatoes. Would you like to try one? Guest: I don’t eat meat or fish. Can you recommend something vegetarian or vegan? Waiter: Certainly! We have vegetable pasta, vegetarian risotto, vegan stir-fried vegetables with rice, or a mixed salad with beans. All dishes can be made lactose-free if you want. Guest: That’s great! I’ll take the vegan stir-fried vegetables with rice, please.
During the Meal Waiter: How is your meal? Guest: It’s very good, thank you. Could I have a little extra sauce on the side? Waiter: Absolutely! I’ll bring it right away.
Dessert / Alternatives Waiter: Would you like to see the dessert menu? Guest: I saw the desserts, but I don’t like them. Do you have vegan or lactose-free options? Waiter: Yes! We can make a fresh fruit plate, vegan chocolate mousse, or a lactose-free sorbet. Guest: I’ll try the vegan chocolate mousse and a coffee with lactose-free milk, please. Waiter: Perfect! I’ll bring it soon.
After Dessert / Paying Waiter: How was the dessert and coffee? Guest: Delicious! Thank you. Waiter: Would you like the bill now? Guest: Yes, please. Waiter: You can pay by cash or card. Guest: I will pay by card, please. Waiter: Thank you! Your payment is complete. Guest: Thank you very much.
———————-end of audio—————–
Thanking for Tipping Waiter: Thank you also for the tip! We really appreciate it. Guest: You’re welcome! Thank you for the excellent service.
Leaving the Restaurant Hostess: Thank you for visiting Ocean View Restaurant. Have a nice evening! Guest: Thank you! Goodbye! Hostess: Goodbye!
where payment, praise, and playful goodbyes make checkout more than routine
version 1:
version 2:
version 3:
A family goes to the front desk of a five-star hotel to check out. The receptionist greets them politely and asks if they are ready to leave. The family says that the stay is very pleasant, but it is time to go to the airport.
The receptionist asks for the room numbers and prepares the final bill. The bill shows four nights in two rooms, laundry service, and minibar charges. The total is $660. The family checks the details, agrees with the amount, and pays by credit card. The receptionist processes the payment, prints the receipt, and gives it to the family.
After the payment, the receptionist asks about the stay. The family says the rooms are comfortable, the pool is nice, and the staff are friendly and helpful. The receptionist thanks them for the feedback and promises to share it with the housekeeping and service teams.
The family asks for help with the luggage. The receptionist calls a bellboy, who comes quickly and carries the bags to the taxi. The receptionist arranges a taxi to the airport, which waits at the main entrance.
The family leaves the hotel, carrying their luggage, taking the taxi, and feeling satisfied with the service. The receptionist wishes them a safe journey and hopes they return soon.
_________________________ Vocabulary:
Front desk – The place in a hotel where guests go to ask for help, check in, or check out.
To check out – To leave a hotel and pay for your stay.
A receptionist – A person at the front desk who helps guests with rooms, questions, and payments.
To greet politely – To say hello in a kind and respectful way.
Pleasant – Something that is nice, comfortable, or enjoyable.
To prepare the bill – To make a list of all costs a guest must pay for their stay.
Laundry service – A service in a hotel that washes clothes for guests.
A charge (hotel) – An amount of money that a guest must pay for something, like a room, service, or item.
To check the details – To look carefully at all the information to make sure it is correct.
To agree with an amount – To say that the total cost is correct and acceptable.
To process a payment – To take money or a credit card and make sure the payment works.
To print a receipt – To make a paper that shows the payment and the amount paid.
Feedback – A comment or opinion about how good or bad a service is.
To promise – To say that you will do something.
To share – To give information to other people.
Housekeeping – The hotel staff who clean rooms and keep the hotel tidy.
Luggage – Bags, suitcases, or things a guest brings to travel.
A bellboy – A hotel worker who carries guests’ luggage.
Main entrance – The front door or main way to enter the hotel.
To feel satisfied – To feel happy and pleased with something.
A safe journey – A wish for someone to travel without problems or danger.
##################
Multiple-choice test, one answer correct:
version 1-11:
version 12-21
What is the front desk? A) The place where guests go for help and check in B) The room where guests sleep during their stay C) The area outside with chairs for guests
What does to check out mean? A) To arrive at the hotel and get the room key B) To leave the hotel and pay for your stay C) To visit the hotel restaurant or bar area
Who is a receptionist? A) A staff member who drives guests to the airport B) A person at the front desk who helps hotel guests C) A worker who cleans rooms and makes beds every day
What is to greet politely? A) To carry luggage to the guest’s room B) To prepare drinks or food for hotel visitors C) To say hello in a friendly and respectful way
What does pleasant mean? A) Something that is nice, comfortable, or enjoyable B) Something that is difficult or annoying C) Something that is small or hard to find
What is to prepare the bill? A) To give the guest a map or hotel information B) To make a list of all costs a guest must pay C) To pack all the guest’s luggage carefully for travel
What is laundry service? A) A hotel service that washes clothes for the guests B) A service that helps guests book trips or taxis C) A service that brings food or drinks to rooms
What is a charge (hotel)? A) A type of meal offered to hotel guests B) A key or card used to open the room door C) An amount of money a guest must pay for services
What does to check the details mean? A) To carry luggage or items to the room B) To look carefully to make sure all information is correct C) To choose which room the guest prefers
What does to agree with an amount mean? A) To greet the receptionist politely B) To say that the total cost is correct and acceptable C) To decide which room is suitable
What is to process a payment? A) To take money or a card and make sure it works B) To wash the guest’s clothes or clean the room C) To show the guest around the hotel facilities ———end of version 1——————
What is to print a receipt? A) To call a taxi or arrange transport for the guest B) To make a paper that shows the payment and amount paid C) To write a note or letter for the hotel management
What is feedback? A) A description of the hotel rooms and services B) A list of all items in the guest’s luggage C) A comment or opinion about how good a service is
What does to promise mean? A) To say that you will do something in the future B) To check into the hotel and get the key for the room C) To help carry luggage to the room
What does to share mean? A) To give information or something to other people B) To clean the room or tidy the hotel space C) To pay for a hotel room or service at the front desk
What is housekeeping? A) The taxi or transport service connected to the hotel B) The staff who clean rooms and keep the hotel tidy C) The restaurant staff who serve food and drinks
What is luggage? A) The key or card used to open the hotel room door B) Chairs and tables in the hotel lobby or outside area C) Bags, suitcases, or things a guest brings when traveling
Who is a bellboy? A) A hotel worker who carries guests’ luggage for them B) A guest who arrives late and asks for a key C) A receptionist or staff member at the front desk
What is the main entrance? A) A small window or back door for staff only B) The area outside the pool or garden for guests C) The front door or main way to enter the hotel building
What does to feel satisfied mean? A) To feel happy and pleased with something that happens B) To make a receipt or record of a payment done C) To carry or move luggage from one place to another
What is a safe journey? A) A hotel service for washing clothes or linens B) A type of breakfast or meal offered to hotel guests C) A wish for someone to travel without problems or danger
Answers:
A, 2. B, 3. B, 4. C, 5. A, 6. B, 7. A, 8. B, 9. C, 10. B, 11. A, 12. B, 13. C, 14. A, 15. A, 16. B, 17. C, 18. A, 19. C, 20. A, 21. C
______________________ Correct version:
What is the front desk? That means: The place where guests go for help and check in
What does to check out mean? That means: To leave the hotel and pay for your stay
Who is a receptionist? That means: A person at the front desk who helps hotel guests
What is to greet politely? That means: To say hello in a friendly and respectful way
What does pleasant mean? That means: Something that is nice, comfortable, or enjoyable
What is to prepare the bill? That means: To make a list of all costs a guest must pay
What is laundry service? That means: A hotel service that washes clothes for the guests
What is a charge (hotel)? That means: An amount of money a guest must pay for services
What does to check the details mean? That means: To look carefully to make sure all information is correct
What does to agree with an amount mean? That means: To say that the total cost is correct and acceptable
What is to process a payment? That means: To take money or a card and make sure it works
What is to print a receipt? That means: To make a paper that shows the payment and amount paid
What is feedback? That means: A comment or opinion about how good a service is
What does to promise mean? That means: To say that you will do something in the future
What does to share mean? That means: To give information or something to other people
What is housekeeping? That means: The staff who clean rooms and keep the hotel tidy
What is luggage? That means: Bags, suitcases, or things a guest brings when traveling
Who is a bellboy? That means: A hotel worker who carries guests’ luggage for them
What is the main entrance? That means: The front door or main way to enter the hotel building
What does to feel satisfied mean? That means: To feel happy and pleased with something that happens
What is a safe journey? That means: A wish for someone to travel without problems or danger
##################
Gap-fill exercise
The guest goes to the _______ to ask for directions. (A) front desk (B) luggage (C) housekeeping
Before leaving the hotel, the family needs to _______ and pay the bill. (A) check in (B) check out (C) greet politely
The _______ helps visitors with their rooms and keys. (A) bellboy (B) receptionist (C) taxi driver
The staff always _______ guests politely when they arrive. (A) greet (B) charge (C) process
The hotel room was very clean and _______. (A) pleasant (B) safe (C) heavy
The receptionist needs time to _______ for all services used. (A) promise (B) share (C) prepare the bill
Guests can use the hotel _______ to wash their clothes. (A) laundry service (B) main entrance (C) feedback
The total _______ for the stay includes room and laundry. (A) luggage (B) bellboy (C) lcharge
Always _______ the details on your bill before paying. (A) check (B) print (C) carry
If you agree with the amount, you can _______ the payment. (A) process (B) feel (C) greet
The hotel prints a _______ after the payment is complete. (A) room key (B) safe journey (C) receipt
Guests give _______ to help the hotel improve its service. (A) feedback (B) luggage (C) housekeeping
The staff _______ to deliver your bags to your room. (A) check (B) promise (C) share
Visitors often _______ information about sightseeing with each other. (A) share (B) greet (C) check
_______ keeps the rooms tidy and clean every day. (A) Housekeeping (B) Bellboy (C) Taxi driver
The bellboy carries the _______ to the guest’s room. (A) charge (B) receipt (C) luggage
✅ Answers (one line, number, letter, randomized, 5 A / 5 B / 6 C)
A, 2. B, 3. B, 4. A, 5. A, 6. C, 7. A, 8. C, 9. A, 10. B, 11. C, 12. A, 13. B, 14. A, 15. A, 16. C
___________________________
Correct version:
The guest goes to the front desk to ask for directions.
Before leaving the hotel, the family needs to check out and pay the bill.
The receptionist helps visitors with their rooms and keys.
The staff always greet guests politely when they arrive.
The hotel room was very clean and pleasant.
The receptionist needs time to prepare the bill for all services used.
Guests can use the hotel laundry service to wash their clothes.
The total charge for the stay includes the room and laundry service.
Always check the details on your bill before paying.
If you agree with the amount, you can process the payment.
The hotel prints a receipt after the payment is complete.
Guests give feedback to help the hotel improve its service.
The staff promise to deliver your bags to your room.
Visitors often share information about sightseeing with each other.
Housekeeping keeps the rooms tidy and clean every day.
The bellboy carries the luggage to the guest’s room.
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Match the word with its definition:
Words:
front desk
check out
receptionist
greet politely
pleasant
prepare the bill
laundry service
charge
check the details
process a payment
print a receipt
feedback
luggage
bellboy
Definitions:
A) A hotel service that washes guests’ clothes B) To give money or card and complete payment C) A paper showing the payment made D) Bags and suitcases a guest brings E) A place where guests get help and information F) A person at the front desk who helps guests G) To look carefully to make sure all information is correct H) To say hello in a friendly and respectful way I) The total amount a guest must pay J) To leave the hotel and pay for your stay K) A staff member who carries guests’ luggage L) To make a list of all costs for a guest M) Pleasant, nice, or enjoyable N) A comment or opinion about service
Answers:
E, 2. J, 3. F, 4. H, 5. M, 6. L, 7. A, 8. I, 9. G, 10. B, 11. C, 12. N, 13. D, 14. K ___________________________
Full answers:
front desk – that means: A place where guests get help and information
check out – that means: To leave the hotel and pay for your stay
receptionist – that means: A person at the front desk who helps guests
greet politely – that means: To say hello in a friendly and respectful way
pleasant – that means: Pleasant, nice, or enjoyable
prepare the bill – that means: To make a list of all costs for a guest
laundry service – that means: A hotel service that washes guests’ clothes
charge – that means: The total amount a guest must pay
check the details – that means: To look carefully to make sure all information is correct
process a payment – that means: To give money or card and complete payment
print a receipt – that means: A paper showing the payment made
feedback – that means: A comment or opinion about service
luggage – that means: Bags and suitcases a guest brings
bellboy – that means: A staff member who carries guests’ luggage
A family goes to the front desk to __________. The receptionist greets politely and prepares the bill with __________ service and other charges. The family checks the __________, agrees with the total, and the receptionist __________the payment and prints a receipt. They give __________, saying the stay was pleasant and the rooms comfortable. The __________ carries the luggage to the taxi, and the receptionist arranges transport at the main __________. The family leaves, feeling satisfied, and the receptionist wishes them a __________ journey, promising to __________ the feedback with the staff.
————————————————- Full version:
A family goes to the front desk to check out. The receptionist greets politely and prepares the bill with laundry service and other charges. The family checks the details, agrees with the total, and the receptionist processes the payment and prints a receipt. They give feedback, saying the stay was pleasant and the rooms comfortable. The bellboy carries the luggage to the taxi, and the receptionist arranges transport at the main entrance. The family leaves, feeling satisfied, and the receptionist wishes them a safe journey, promising to share the feedback with the staff.
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Dialogue when checking out #1
part 1:
part 2:
Front Desk: Good morning, Mr. and Mrs. Smith. I hope you enjoyed your stay with us. Are you ready to check out today?
Guest: Yes, we are checking out now. We had a very pleasant stay, but it’s time for us to leave for the airport.
Front Desk: Of course. May I please have your room numbers so that I can prepare the bill?
Guest: We stayed in rooms 502 and 503.
Front Desk: Thank you very much. Please give me a moment while I check your account. (types on computer, prints out invoice) Here is your final bill. It includes four nights in two rooms, as well as the laundry service and some minibar charges. The total amount is $660. Would you like to look through the details?
Guest: Yes, thank you. Everything looks correct to me. We would like to pay by credit card.
Front Desk: Certainly. Please hand me your card. (processes the payment, returns the card and receipt) The payment was successful. Here is your receipt. Thank you very much.
Front Desk: May I also ask, how was your stay with us? Was everything comfortable for you and your family?
Guest: Yes, it was excellent. The rooms were clean and very comfortable, the pool area was relaxing, and the staff were always friendly and helpful. We really enjoyed our time here.
Front Desk: I am so pleased to hear that. Your feedback is very important to us, and I will share your kind words with the housekeeping and service teams.
Guest: That would be nice, thank you. Could you also arrange for someone to help us with our luggage? We have quite a few bags.
Front Desk: Of course, I will call the bellboy to assist you right away. (picks up phone) Bell service, please come to the front desk to assist the Smith family with their luggage from rooms 502 and 503.
Front Desk: Would you also like me to arrange a taxi to the airport?
Guest: Yes, that would be very helpful. We need to be at the airport soon. ——————end part 1—————
Front Desk: No problem at all. I will order a taxi for you now. It will be waiting outside the main entrance in just a few minutes.
Bellboy: Good morning, sir and madam. I will take your luggage and bring it to the taxi for you.
Front Desk: Everything is ready for your departure. Thank you very much for choosing our hotel. We wish you a safe trip to the airport and a pleasant flight. We hope to welcome you back again in the future.
Guest: Thank you very much for the excellent service. We really enjoyed our stay. Goodbye.
Front Desk: It was our pleasure. Goodbye, and have a wonderful journey.
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Perfect hotel checkout: Step-by-step guide
1. Greet Guests
Greet politely as guests approach the front desk
Use a friendly, welcoming tone
2. Verify Guest Details
Ask for room numbers
Check the details of the stay, including nights, rooms, and services
3. Prepare the Bill
Include laundry service, minibar, or other charges
Present the total clearly
4. Confirm and Process Payment
Ensure guests agree with the amount
Process a payment via credit card or cash
Print a receipt for the guest
5. Collect Feedback
Ask for feedback on their stay
Promise to share comments with housekeeping or other staff
6. Handle Luggage and Departure
Call the bellboy to carry luggage
Arrange taxi or transport at the main entrance
7. Final Goodbye
Wish guests a safe journey
Leave them feeling satisfied
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Checkout – abstract dialogue
1. Greeting / Opening
Front Desk → good morning / welcome back / ready to check out?
Guest → yes / time to leave / going to airport
2. Room & Bill
Front Desk → room number?
Guest → 502 + 503
Front Desk → bill: 4 nights / laundry / minibar → total $660
Front Desk → thank you / feedback / will tell housekeeping & service
4. Luggage Support
Guest → need help with luggage / many bags
Front Desk → call bellboy / assist from 502 + 503
Bellboy → greeting / carry bags / take to taxi
5. Taxi to Airport
Front Desk → need taxi?
Guest → yes please / airport now
Front Desk → arrange taxi / main entrance / 5 minutes
6. Farewell
Front Desk → everything ready / thank you for staying / safe journey
Guest → thank you / excellent service / goodbye
Front Desk → goodbye / pleasant flight
_______________ Keywords for role play:
check out – bill – credit card – receipt – feedback – luggage – bellboy – taxi – airport – safe journey – pleasant flight.
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Dialogue when checking out #2
The family approaches the front desk with their suitcases. The receptionist looks up and greets politely.
Receptionist: Welcome! Are you ready to check out today?
Guest: Yes, our stay was very pleasant, but it is time to leave.
The receptionist asks for the room numbers and starts to prepare the bill. The bill lists four nights, two rooms, laundry service, and minibar charges.
Receptionist: Here is the total, $660. Could you please check the details?
Guest: Yes, everything looks correct.
The family hands over their credit card. The receptionist processes the payment, prints a receipt, and hands it to the guests.
Receptionist: Thank you! How was your stay?
Guest: The rooms were comfortable, the pool was pleasant, and the staff was very helpful.
Receptionist: Thank you for your feedback. I will share it with housekeeping and the service team.
The family asks for help with their luggage. The receptionist calls a bellboy, who arrives quickly and carries the bags to the taxi waiting at the main entrance.
Receptionist: Have a safe journey! We hope to see you again soon.
The family loads their luggage into the taxi and leaves the hotel feeling satisfied.
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Dialogue when checking out #3 – gone wrong
The family approaches the front desk, pulling their luggage. The receptionist looks distracted and barely greets politely.
Receptionist: Oh… hi… you’re checking out?
Guest: Yes, we had a room for four nights. Here are our room numbers.
The receptionist slowly prepares the bill, but forgets to include the laundry service.
Receptionist: Umm… your total is $600.
Guest: Wait, I think the laundry should be added. Can you check the details?
The receptionist fumbles with the computer, looking annoyed.
Receptionist: Okay… yeah, it’s $660 now. Can you pay?
The family gives their card, but the payment is slow to process. The receipt isn’t printed immediately.
Guest: Could you print a receipt for us?
Receptionist: Sure, give me a minute.
The family gives some feedback, but the receptionist doesn’t take notes or promise to share it.
Guest: Can someone help with the luggage?
Receptionist: Uh… bellboy… maybe.
The bellboy arrives late, and the taxi isn’t waiting at the main entrance. The family finally leaves feeling frustrated, carrying their luggage themselves.
Listen – Pay attention and understand the guest’s problem.
Ask – Get details like room number or what exactly is wrong.
Apologize – Say sorry politely, even if it is not your fault.
Offer Solution – Explain clearly what you can do (housekeeping, technician, move room).
Check – Make sure the guest agrees with the solution.
Close Politely – Thank the guest and offer further help.
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When a guest has a problem in a hotel, it is very important to help them politely and quickly. The first step is to listen carefully. The receptionist should pay attention to the guest and understand the problem. Listening shows respect and makes the guest feel comfortable.
The second step is to ask for details. The receptionist should ask for the room number or other important information. Asking questions helps to understand the problem correctly and find the best solution.
The third step is to apologize. Even if the problem is not the receptionist’s fault, saying sorry is polite and shows care. Apologizing makes the guest feel valued.
The fourth step is to offer a solution. The receptionist can send housekeeping, a technician, or move the guest to another room. The solution should be clear and easy to understand.
The fifth step is to check if the solution is acceptable. The receptionist should make sure that the guest is happy with the action. This prevents further problems.
The last step is to close politely. The receptionist should thank the guest and offer additional help if needed. Following these steps helps the guest feel respected, safe, and satisfied during their stay.
______________________________
Vocabulary:
A complaint – when someone says something is wrong or not good.
To handle a problem – to take care of a problem or fix it.
To apologize – to say sorry to someone.
To offer a solution – to say how to fix a problem.
Politely – in a nice and respectful way.
To listen carefully – to hear someone and pay attention to every word.
To pay attention – to look or listen carefully.
To show respect – to be polite and think about other people.
To feel comfortable – to feel relaxed and happy.
To understand correctly – to know the real problem in the right way.
To find a solution – to look for a way to fix a problem.
A fault – a mistake or problem.
To be polite – to speak and act nicely to others.
To show care – to show that you think about someone and their feelings.
To feel valued – to feel that people think you are important.
A solution – a way to fix a problem.
Housekeeping – the staff who clean and take care of the rooms.
To be acceptable – to be good enough or okay.
To prevent further problems – to stop more problems from happening.
To close a case politely – to finish a problem and speak nicely to the person.
To feel respected – to feel that people are nice and polite to you.
To feel satisfied – to feel happy because the problem is solved.
_______________________
Multiple choice, one answer correct:
1. A complaint is… a) when someone is unhappy about a problem b) when someone cleans a room carefully c) when someone talks to a friend kindly
2. To handle a problem means… a) to explain something to another person b) to wait and hope the problem disappears c) to take care of a problem quickly and well
3. To apologize is… a) to fix a broken object in the room b) to say sorry to someone politely c) to tell someone about their mistake loudly
4. To offer a solution means… a) to explain how to solve a problem clearly b) to ignore a problem and do nothing c) to complain about a situation to someone
5. Politely means… a) in a fast and quick way to finish something b) in a kind and respectful way to someone c) in a loud or strong way to be noticed
6. To listen carefully is… a) to talk while someone else is speaking b) to hear someone and think about it well c) to ignore the person and do something else
7. To pay attention means… a) to look somewhere else and not notice b) to say many things at the same time c) to watch or listen to someone closely
8. To show respect is… a) to act in a polite and careful way b) to do something quickly without thinking c) to speak loudly to get attention from people
9. To feel comfortable means… a) to feel relaxed and free from worry b) to feel unhappy about a situation c) to feel tired after a long day
10. To understand correctly is… a) to know the problem in the right way b) to explain the problem to another person c) to guess what someone means
11. To find a solution means… a) to think and find a way to fix a problem b) to wait for someone to fix the problem c) to tell someone else about the problem
12. A fault is… a) a solution that works for everyone b) a mistake or something wrong that happens c) a good action that helps another person
13. To be polite is… a) to speak loudly to make people listen b) to speak and act in a nice way to others c) to ignore other people and their feelings ——–end of audio——–
14. To show care is… a) to think about someone and their feelings b) to complain about problems loudly c) to do everything quickly without thinking
15. To feel valued is… a) to feel unsure about a decision b) to feel important and appreciated by people c) to feel tired after a long day
16. A solution is… a) a way to talk politely to someone b) a way to fix a problem and make it better c) a reason to complain about something
17. Housekeeping is… a) the staff who clean and take care of rooms b) the staff who give directions outside the hotel c) the staff who greet guests at the reception
18. To be acceptable is… a) to be the worst option possible b) to be good enough for someone or a situation c) to be different from what people want
19. To prevent further problems is… a) to ignore the current problem completely b) to stop more problems from happening later c) to wait for more problems to appear
20. To close a case politely is… a) to leave the guest without saying anything b) to finish the problem and speak nicely c) to explain loudly why the problem happened
21. To feel respected is… a) to feel that people are polite and careful to you b) to feel that people do not listen to you c) to feel tired after a long day
22. To feel satisfied is… a) to feel worried about the future b) to feel upset when things are not right c) to feel happy because the problem is solved ______________________________ Answers: 1a, 2c, 3b, 4a, 5b, 6b, 7c, 8a, 9a, 10c, 11a, 12b, 13b, 14a, 15b, 16b, 17a, 18b, 19b, 20b, 21a, 22c ______________________________ Correct answers:
A complaint – That means when someone is unhappy about a problem.
To handle a problem – That means to take care of a problem quickly and well.
To apologize – That means to say sorry to someone politely.
To offer a solution – That means to explain how to solve a problem clearly.
Politely – That means in a kind and respectful way to someone.
To listen carefully – That means to hear someone and think about it well.
To pay attention – That means to watch or listen to someone closely.
To show respect – That means to act in a polite and careful way.
To feel comfortable – That means to feel relaxed and free from worry.
To understand correctly – That means to know the problem in the right way.
To find a solution – That means to think and find a way to fix a problem.
A fault – That means a mistake or something wrong that happens.
To be polite – That means to speak and act in a nice way to others.
To show care – That means to think about someone and their feelings.
To feel valued – That means to feel important and appreciated by people.
A solution – That means a way to fix a problem and make it better.
Housekeeping – That means the staff who clean and take care of rooms.
To be acceptable – That means to be good enough for someone or a situation.
To prevent further problems – That means to stop more problems from happening later.
To close a case politely – That means to finish the problem and speak nicely.
To feel respected – That means to feel that people are polite and careful to you.
To feel satisfied – That means to feel happy because the problem is solved.
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Match word/s to definition:
Words:
To apologize
A complaint
To handle a problem
Politely
To listen carefully
To show respect
To feel comfortable
Housekeeping
To offer a solution
To feel valued
A solution
To prevent further problems
To feel satisfied
To pay attention
Definitions:
A. To say sorry to someone B. To feel happy because the problem is solved C. The staff who clean and take care of rooms D. To act in a polite and careful way E. When someone says something is wrong or not good F. To look or listen carefully G. A way to fix a problem H. To feel relaxed and happy I. To show that people think you are important J. To take care of a problem or fix it K. To stop more problems from happening L. In a nice and respectful way M. To say how to fix a problem N. To hear someone and pay attention to every word
Guest: Good afternoon. I’m sorry, but I have a problem with my room. Receptionist: Good afternoon. What is the problem? (Listen) Guest: The room is not clean. The floor is dirty, and the bathroom is not fresh. Receptionist: I see. Which room are you in, please? (Ask) Guest: Room 208. Receptionist: I’m very sorry for the inconvenience. (Apologize) Receptionist: I will ask housekeeping to clean your room right away, or we can move you to another room. (Offer Solution) Guest: Cleaning is enough. Receptionist: Is that okay for you? (Check) Guest: Yes, that is fine. Receptionist: Thank you for telling us. Our staff will come in a few minutes. Please call us again if you need anything. (Close)
2. Shower Broken
Guest: Hello. I need some help with my bathroom. Receptionist: Of course. What is the problem? (Listen) Guest: The shower is broken. Only cold water is coming. Receptionist: I understand. Which room are you in, please? (Ask) Guest: Room 315. Receptionist: I’m sorry about this problem. (Apologize) Receptionist: I will send a technician in about 15 minutes to fix the shower. (Offer Solution) Guest: That’s fine. Receptionist: Will that work for you? (Check) Guest: Yes, I just need it for tonight. Receptionist: Perfect. Thank you for your patience. Please let us know if you have any more problems. (Close)
3. Wi-Fi Not Working
Guest: Good evening. I have a problem with the Wi-Fi. Receptionist: I’m sorry to hear that. What exactly is the problem? (Listen) Guest: The Wi-Fi doesn’t work in my room. Receptionist: Which room are you in, please? (Ask) Guest: Room 121. Receptionist: I’m very sorry for the trouble. (Apologize) Receptionist: I will restart the system. If it still doesn’t work, we can give you a portable router. (Offer Solution) Guest: That’s good. I need it for work. Receptionist: Will that be okay for you? (Check) Guest: Yes, thank you. Receptionist: You’re welcome. Please call us anytime if the Wi-Fi is still not working. (Close)
4. Key Card Doesn’t Work
Guest: Excuse me. My key card doesn’t work. Receptionist: I see. Can you tell me more? (Listen) Guest: I cannot open the door. Receptionist: May I see your key card, and what is your room number, please? (Ask) Guest: Room 502. Here is the card. Receptionist: I’m sorry for the inconvenience. (Apologize) Receptionist: I will make you a new key card now. (Offer Solution) Guest: That’s great. Receptionist: Please try this one. Does that work for you? (Check) Guest: Yes, thank you. Receptionist: Perfect. Please let us know if you need help again. Enjoy your stay. (Close)
5. Not Enough Towels
Guest: Good evening. I’m sorry, but I have a problem in my room. Receptionist: Good evening. What is the problem? (Listen) Guest: I don’t have enough towels. There is only one. Receptionist: How many do you need, and which room are you in? (Ask) Guest: Two towels, please. Room 215. Receptionist: I’m very sorry for this mistake. (Apologize) Receptionist: I will send another towel to your room right away. (Offer Solution) Guest: Perfect, thank you. Receptionist: Will that solve the problem? (Check) Guest: Yes, it will. Receptionist: Great. Housekeeping will bring it in a few minutes. Please call if you need anything else. (Close)
6. Air-condition Too Loud
Guest: Hello. I have a problem with the air-condition in my room. Receptionist: I see. What is the problem exactly? (Listen) Guest: It is very loud and makes a noise. Receptionist: May I know your room number, please? (Ask) Guest: Room 312. Receptionist: I’m sorry for the inconvenience. (Apologize) Receptionist: I will send a technician to check. If it cannot be fixed quickly, we can move you to another room. (Offer Solution) Guest: That is very good. Receptionist: Is that okay for you? (Check) Guest: Yes, thank you. Receptionist: You’re welcome. We want you to have a comfortable stay. (Close)
7. Neighbors Too Loud
Guest: Good evening. I can’t sleep in my room. Receptionist: I’m sorry to hear that. What is the problem? (Listen) Guest: My neighbors are too loud. They play music. Receptionist: Which room are you in, please? (Ask) Guest: I am in 204. The noise comes from 205. Receptionist: I’m very sorry for the disturbance. (Apologize) Receptionist: I will call them and ask them to be quiet. If it continues, we can also send security. (Offer Solution) Guest: Thank you. Receptionist: Will that be okay for you? (Check) Guest: Yes, that helps. Receptionist: Perfect. Please call us again if the noise doesn’t stop. (Close)
8. Bed Too Hard
Guest: Good morning. I have a small complaint about my room. Receptionist: Good morning. What is the problem? (Listen) Guest: The bed is too hard. Receptionist: Which room are you in, please? (Ask) Guest: Room 410. Receptionist: I’m sorry for the inconvenience. (Apologize) Receptionist: We can add a soft mattress topper this afternoon. (Offer Solution) Guest: That sounds good. Receptionist: Will that solve the problem for you? (Check) Guest: Yes, thank you. Receptionist: Perfect. We will prepare it today. Please let us know if you need anything else. (Close)
9. No Hot Water
Guest: Good morning. I have a problem in my bathroom. Receptionist: I see. What is the problem? (Listen) Guest: There is no hot water. Only cold water comes. Receptionist: Which room are you in, please? (Ask) Guest: Room 118. Receptionist: I’m very sorry for this problem. (Apologize) Receptionist: I will call the technician. It should be ready in one hour. If not, we can move you to another room. (Offer Solution) Guest: One hour is fine. Receptionist: Is that okay for you? (Check) Guest: Yes, it is. Receptionist: Perfect. I will call you when it’s fixed. Thank you for your patience. (Close)
10. Pillow Too Flat
Guest: Hello. I have a problem with my bed. Receptionist: I see. What is the problem? (Listen) Guest: The pillow is too flat. Receptionist: Which room are you in, please? (Ask) Guest: Room 409. Receptionist: I’m sorry for the inconvenience. (Apologize) Receptionist: We can bring you an extra pillow or a thicker one. (Offer Solution) Guest: A thicker one, please. Receptionist: Will that be okay for you? (Check) Guest: Yes, perfect. Receptionist: Great. Housekeeping will bring it soon. Please call us if you need anything else. (Close)
11. TV Not Working
Guest: Excuse me. The TV in my room is not working. Receptionist: I see. What happens when you turn it on? (Listen) Guest: The screen stays black. Receptionist: Which room are you in, please? (Ask) Guest: Room 321. Receptionist: I’m sorry for the trouble. (Apologize) Receptionist: I will send a technician. If it cannot be fixed, we can bring a small replacement TV. (Offer Solution) Guest: That’s good. Receptionist: Will that be okay for you? (Check) Guest: Yes, thank you. Receptionist: Perfect. The technician will come soon. Please enjoy the rest of your evening. (Close)
12. Elevator Not Working
Guest: Hello. Is the elevator working today? Receptionist: I see. What is the problem for you? (Listen) Guest: I need the elevator, but it is not working. My room is on the 6th floor. Receptionist: May I know your room number, please? (Ask) Guest: Room 615. Receptionist: I’m very sorry. The elevator is being repaired. (Apologize) Receptionist: We can move you to a lower floor and help with your luggage. (Offer Solution) Guest: That would be helpful. Receptionist: Is that okay for you? (Check) Guest: Yes, thank you. Receptionist: Perfect. We will prepare a new room for you now. Please call us if you need more help. (Close)
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Appendix – useful phrases for handling complaints:
1. Listen and Show Understanding
I understand.
I see.
That must be uncomfortable.
I am sorry to hear that.
I can imagine that is difficult.
Thank you for telling me.
I know this can be frustrating.
I hear you.
I understand your problem.
I am glad you told us.
2. Ask for Details
May I ask your room number, please?
Can you tell me exactly what happened?
When did this problem start?
So the problem is with the air-condition, correct?
Can you describe the issue, please?
Which room are you staying in?
How long has this been a problem?
Can you give me more information?
What exactly is not working?
Is there anything else about the problem?
3. Apologize Politely
I’m very sorry for the inconvenience.
Please accept our apologies.
I am sorry for this problem.
We apologize for the trouble.
I regret that this happened.
I am sorry for the inconvenience caused.
We are very sorry about this.
I apologize for the mistake.
I am sorry you had this problem.
We are sorry for any discomfort caused.
4. Offer a Solution
I will send housekeeping right away.
We can move you to another room.
A technician will come in 15 minutes.
We can provide a replacement immediately.
I will arrange this for you now.
We will fix the problem as quickly as possible.
I can call maintenance immediately.
We can provide an extra towel or pillow.
We can bring the service to your room.
We will take care of this right now.
5. Check Agreement
Is that okay for you?
Will that solve the problem?
Is this solution acceptable?
Are you happy with this?
Does that work for you?
Can we proceed with this solution?
Is this good for you?
Do you agree with this plan?
Does this solution help you?
Are you satisfied with this arrangement?
6. Close Politely
Thank you for letting us know.
Please call us anytime if you need anything else.
We are happy to help.
Have a pleasant stay.
Don’t hesitate to contact us again.
We hope this solution makes you comfortable.
Thank you for your patience.
Enjoy the rest of your stay.
We are here if you need more help.
Please tell us if there is anything more we can do.
When working in a hotel or guesthouse, it is important to handle guest interactions politely and professionally. Check-in usually involves greeting the guest, asking for their reservation details, confirming their stay, and giving them the room key. Staff should explain important information, such as breakfast times, Wi-Fi, and hotel facilities. Check-out involves asking the guest if everything was satisfactory, confirming the bill, and wishing them a good journey.
Handling complaints calmly is very important. Listen carefully to the guest, apologize for the problem, and offer a solution if possible. For example, if a guest is unhappy with the room, you can offer a different room or a small compensation. Always remain polite and professional.
Offering upgrades or additional services can improve the guest’s experience. For example, suggest a larger room, a room with a better view, or extra services like late check-out. Present the upgrade politely and explain any additional cost.
Good communication is key in all situations. Use clear and friendly language, maintain a positive attitude, and make sure the guest feels heard and valued. These skills help ensure guest satisfaction and a smooth operation of the hotel or guesthouse.
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Scene: Reception Desk of “Sunrise Haven Guesthouse”
Check-in Receptionist: Good afternoon! Welcome to Sunrise Haven Guesthouse. How may I assist you today? Guest: Hi, I have a reservation under the name Emily Johnson. Receptionist: Thank you, Ms. Johnson. Let me pull up your booking… Yes, I see it. You’ve booked a standard double room for three nights. May I see your ID and a credit card for incidental charges, please? Guest: Sure, here they are. Receptionist: Thank you. Your room is ready. Here’s your key card. Your room is on the third floor, number 305.
Receptionist (continued): Breakfast is served from 7:00 to 10:00 AM in the dining area on the first floor. The Wi-Fi password is written on your key card. We also have a small gym on the second floor, and our laundry service is available from 9:00 AM to 6:00 PM. If you need anything during your stay, don’t hesitate to call the front desk or use the in-room phone.
Guest: Great, thank you. By the way, is it possible to get a late check-out on my last day? Receptionist: Certainly! Late check-out is available until 2:00 PM for a small additional fee. I can note that for you now if you’d like. Guest: Yes, please.
Handling a Complaint
Guest (next morning, calling the front desk): Hello, I’m in room 305. The air conditioning isn’t working properly, and it’s quite hot in my room. Receptionist: I apologize for the inconvenience, Ms. Johnson. I completely understand how uncomfortable that must be. We can send maintenance immediately to fix it, or if you prefer, we have another room ready on the fourth floor that is cooler and quieter. Would you like me to arrange that? Guest: I’d like to move to the other room, please. Receptionist: Absolutely! I’ll have a staff member assist you with your luggage and guide you to your new room. Again, I’m very sorry for the inconvenience, and we’ll make sure your stay is comfortable.
Offering an Upgrade or Additional Services Receptionist (later in the day): Ms. Johnson, I also wanted to let you know that we have a deluxe suite available with a balcony overlooking the garden. It includes a complimentary minibar and priority breakfast service. It’s available for an additional $35 per night. Would you like to upgrade? Guest: That sounds lovely! Yes, I’d like to upgrade. Receptionist: Perfect. I’ll arrange for your new room. A staff member will assist you with your belongings shortly. Enjoy the beautiful view from your balcony!
Receptionist (optional extras): Also, we have a spa package available today at a discounted rate. If you’re interested, I can reserve a slot for you.
Special Request Handling Guest (later in the evening): Hi, I’m wondering if I could get extra pillows and blankets in my room? Receptionist: Of course! I’ll have housekeeping bring them up within 15 minutes. Is there anything else you might need? Guest: That’s all, thank you.
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Check-out
Receptionist: Good morning, Ms. Johnson. I hope you enjoyed your stay in our deluxe suite. Guest: Yes, it was wonderful. Thank you for making everything so comfortable. Receptionist: I’m delighted to hear that! Here is your final bill. It includes the room charges and the late check-out fee. Everything is in order. Guest: Perfect. Everything looks good. Receptionist: Thank you. We really appreciate you staying with us. Safe travels, and we hope to welcome you back to Sunrise Haven soon!
Guest: I definitely will. Thank you for everything! Receptionist: You’re very welcome, Ms. Johnson. Have a wonderful day!
✅ Key Elements Demonstrated:
Polite, professional greeting and check-in.
Clear explanation of facilities and services.
Calm handling of complaints with immediate solutions.
Polite presentation of upgrades and additional services.
Friendly handling of special requests.
Smooth, courteous check-out with appreciation for the guest.
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Scene: Reception Desk of “Green Leaf Guesthouse”
Early Check-in Receptionist: Good morning! Welcome to Green Leaf Guesthouse. How may I help you? Guest: Hi, my name is Mark Taylor. I have a reservation starting today, but I arrived earlier than expected. Is it possible to check in now? Receptionist: Let me check… Yes, we have a room available. Early check-in is possible for an extra $15. Would you like to proceed? Guest: Yes, that’s fine. Receptionist: Perfect! May I have your ID and credit card, please? Here is your room key. Your room is on the second floor, number 210. Breakfast is served from 7:30 to 10:00 AM, and Wi-Fi details are on your key card. If you need anything, our staff is available 24/7.
Handling a Billing Issue Guest (at the front desk, afternoon): Excuse me, I think I was charged twice for last night’s room. Receptionist: I’m very sorry about that, Mr. Taylor. Let me check your account… You’re right, there’s a duplicate charge. I’ll reverse it immediately. You’ll see the refund on your card within 24 hours. Guest: Thank you for handling that so quickly. Receptionist: My pleasure! We always want to make sure everything is correct and smooth for our guests.
Arranging Special Services Guest: I was wondering if you could arrange a city tour for me tomorrow. Receptionist: Absolutely! We can organize a half-day city tour starting at 9:00 AM. It includes a visit to the main sights and local markets. I can reserve a seat for you right now. Guest: Yes, please. That would be great. Receptionist: Wonderful! I’ll confirm the booking and have the tour guide meet you in the lobby tomorrow morning.
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Dealing with Lost Items Guest (calling the front desk): Hi, I think I left my sunglasses in the room. Receptionist: No problem, Mr. Taylor. We’ll check the room and our lost-and-found immediately. Please hold for a moment. (A few minutes later…) Receptionist: Good news! We found your sunglasses in your room. You can pick them up at the front desk, or we can send someone to deliver them to your room. Guest: Thank you so much! Please send them to my room. Receptionist: Of course, they’ll be there shortly.
Check-out Receptionist: Good morning, Mr. Taylor. I hope you enjoyed your stay at Green Leaf Guesthouse. Guest: Yes, it was very comfortable. Thank you! Receptionist: I’m glad to hear that! Here is your final bill. It includes your room charges, early check-in fee, and the city tour. Everything looks correct? Guest: Yes, it’s perfect. Receptionist: Thank you. We hope to welcome you again soon. Have a safe journey! Guest: I definitely will. Thanks for all your help! Receptionist: You’re very welcome!
✅ Topics Covered in This Dialogue:
Early check-in and explaining extra fees.
Handling billing mistakes politely and efficiently.
Family Check-in Receptionist: Good afternoon! Welcome to Coral Bay Resort. How may I help you today? Guest (family): Hi, we have a reservation under the name Sarah Lee. We’re a family of four with two kids. Receptionist: Wonderful! Let me check your booking… Yes, I see it. You have two connecting rooms with ocean views for three nights. May I have your ID and credit card, please? Guest: Here you go. Receptionist: Thank you. Here are your key cards. Breakfast is served from 7:00 to 10:30 AM at the beachfront restaurant. Children under 12 eat free. We also have a kids’ club from 9:00 AM to 5:00 PM. The Wi-Fi password is on your cards, and towels for the beach and pool are in your room.
Concierge Service Guest (later, calling the front desk): Hi, can you help us book a snorkeling trip for the family tomorrow? Receptionist: Absolutely! We have a morning trip at 9:00 AM and an afternoon trip at 2:00 PM. The trip includes equipment, a guide, and lunch. Which one would you like? Guest: The morning trip, please. Receptionist: Perfect. I’ve reserved four spots for you. The boat will pick you up at the resort pier at 8:45 AM.
Special Event Arrangement Guest: We’re celebrating our anniversary tomorrow evening. Can you help us arrange something special? Receptionist: Of course! We can arrange a private dinner on the beach with candles and flowers, or a table at our rooftop restaurant with a sunset view. Which would you prefer? Guest: A private dinner on the beach sounds perfect. Receptionist: Excellent choice! I’ll confirm everything with the chef and staff. It will be ready at 7:00 PM tomorrow.
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Handling an Emergency Guest (calling urgently): There’s a small fire in the bathroom! Receptionist: Stay calm, ma’am. Are you safe? Guest: Yes, we’re outside the room. Receptionist: Good. I’m sending housekeeping and the fire safety team immediately. Please stay in the lobby until they arrive. Do not attempt to enter the room. Guest: Okay, thank you! Receptionist: You’re safe now. The team is handling the situation, and we’ll provide a new room for you as soon as possible.
Check-out Receptionist: Good morning, Ms. Lee. I hope you and your family enjoyed your stay. Guest: Yes, it was wonderful, especially the kids’ club and the private dinner. Thank you for arranging everything. Receptionist: I’m delighted to hear that! Here is your final bill. Everything is correct? Guest: Yes, perfect. Receptionist: Thank you for staying with us. Safe travels, and we hope to welcome you back to Coral Bay Resort soon!
A colorful place to see culture, support farmers, and enjoy everyday life
When tourists travel in Asian countries, they often go to temples, museums, or famous buildings. But local markets are also very interesting and important places to visit. A local market shows real life. It is full of colors, smells, and sounds. Sellers call out to customers, and people walk between the stalls. The atmosphere is lively and exciting.
In these markets, tourists can see many products. Farmers sell fresh fruits and vegetables, such as bananas, mangoes, or papayas. Other sellers offer handmade bags, clothes, jewelry, and souvenirs. There are also spices, tea, and traditional crafts. These things show the culture of the country.
Visiting a market is good for local people too. When tourists buy products there, they give money directly to small sellers and farmers. This supports families and helps the local economy. It also keeps traditions alive, because markets often sell local crafts and food that are not in supermarkets.
Tourists should behave politely in markets. It is good to smile, say hello, and ask before touching products. In many Asian markets, bargaining is normal. This means discussing the price until both buyer and seller agree. A friendly tone and a smile make bargaining easy.
For tourists, local markets are more than shops. They are windows into culture and everyday life.
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Vocabularies:
to discover – to find or see something new
colorful – full of many bright colors
to support farmers – to help farmers by buying their products
to enjoy everyday life – to feel happy with normal daily activities
an important place – a place that matters a lot
real life – normal life of people, not only for tourists
smells (at market) – what you can feel with your nose, like fruit or spices
sounds – what you hear, like people talking or music
a seller – a person who sells things
to call out to a customer – to speak loudly to someone who may buy something
a stall (market) – a small table or shop in a market
lively – full of life, noise, and energy
exciting – something that makes you feel happy and interested
to sell – to give something to someone for money
vegetables – plants like carrots, onions, and tomatoes that people eat
a handmade bag – a bag made by hand, not by a machine
jewelry – rings, bracelets, or necklaces people wear
spices – things like pepper or curry that give food strong taste
traditional crafts – things people make in the old way, like weaving or carving
culture – the way people live, with their food, clothes, music, and traditions
local economy – the money and business in one town or area
to keep traditions alive – to continue doing old customs so they don’t disappear
to behave politely – to act in a kind and respectful way
to touch something – to put your hand on something
to bargain – to talk about the price and try to pay less
this means – this explains the idea or shows the meaning
to agree – when two people have the same idea or say yes together
a smile – when you move your mouth to show you are happy or friendly
a window into culture – a way to see and understand another culture
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Multiple choice test, one answer correct:
audio version 1-17
audio version 18-29
What does to discover mean? a) to find or see something new b) to sell or give old items away c) to make a product at home
Colorful means: a) very small and not bright b) full of many bright colors c) dark and without any light
To support farmers means: a) to help farmers by buying things b) to see farmers working in a field c) to speak to farmers every day
To enjoy everyday life is: a) to read a book in the library b) to visit only temples and museums c) to feel happy with daily routines
An important place is: a) a place that matters a lot b) a place that is empty and cold c) a place where nobody goes
Real life means: a) the life of animals in the forest b) the normal life of people c) a story from a history book
Smells (at market) are: a) things you notice with your nose b) sounds of people and of music c) colors of fruit and vegetables
Sounds are: a) what you can feel with your hands b) what you can see with your eyes c) what you hear in the market
A seller is: a) a person who buys things b) a person who makes things c) a person who sells things
To call out to a customer means: a) to smile and stay quiet b) to speak loudly to a buyer c) to sit and wait for a visitor
A stall (market) is: a) a small table or shop in a market b) a person who is buying food c) a tool used for farming work
Lively means: a) quiet and without people b) full of life and energy c) large but very empty
Exciting is: a) a place that makes you bored b) something that feels interesting c) something that feels dangerous
To sell means: a) to discover a new market b) to walk around the stalls c) to give something for money
Vegetables are: a) plants like carrots or onions b) rings or necklaces for people c) clothes or bags for the market
A handmade bag is: a) a bag bought in a supermarket b) a bag made of paper or plastic c) a bag made by hand, not a machine
Jewelry is: a) food such as mangoes and rice b) rings, bracelets, and necklaces c) old clothes and handmade bags —————–end of audio 1————–
Spices are: a) sounds from the busy market b) things like pepper or curry c) colors of fruits and scarves
Traditional crafts are: a) things made in the old way b) fresh fruits sold by farmers c) money given to small sellers
Culture is: a) a bright and colorful stall b) the way people live daily c) the smell of fruit and tea
Local economy means: a) a place where people shop b) food sold at the market c) money and business in a town
To keep traditions alive is: a) to visit the local market b) to continue doing old customs c) to start something completely new
To behave politely means: a) to shout loudly at sellers b) to talk about price and money c) to act in a kind and nice way
To touch something means: a) to put your hand on it b) to look at it with your eyes c) to talk about it to a friend
To bargain is: a) to see real life in a city b) to talk about the price politely c) to listen to music in the street
This means is: a) this explains an idea or word b) this shows a small handmade bag c) this points to a vegetable stall
To agree means: a) when two people say yes together b) when one person does not listen c) when one person always says no
A smile is: a) a small handmade bag or craft b) a happy look on your face c) a ring, necklace, or bracelet
A window into culture is: a) a way to see and understand b) a place to buy local food c) a tool for making old crafts
to discover – to find or see something new colorful – full of many bright colors to support farmers – to help farmers by buying things to enjoy everyday life – to feel happy with daily routines an important place – a place that matters a lot real life – the normal life of people smells (at market) – things you notice with your nose sounds – what you hear in the market a seller – a person who sells things to call out to a customer – to speak loudly to a buyer a stall (market) – a small table or shop in a market lively – full of life and energy exciting – something that feels interesting to sell – to give something for money vegetables – plants like carrots or onions a handmade bag – a bag made by hand, not a machine jewelry – rings, bracelets, and necklaces spices – things like pepper or curry traditional crafts – things made in the old way culture – the way people live daily local economy – money and business in a town to keep traditions alive – to continue doing old customs to behave politely – to act in a kind and nice way to touch something – to put your hand on it to bargain – to talk about the price politely this means – this explains an idea or word to agree – when two people say yes together a smile – a happy look on your face a window into culture – a way to see and understand
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Gap-fill:
The market is very __________ with many bright fruits. a) colorful b) handmade c) polite
A farmer sells rice at his __________ in the market. a) jewelry b) stall c) seller
We buy vegetables to __________ farmers. a) support b) discover c) touch
Music and people talking are the __________ you hear in the market. a) smells b) sounds c) crafts
A ring or a bracelet is a kind of __________. a) jewelry b) vegetable c) stall
If you want to pay less, you can __________ with the seller. a) agree b) bargain c) behave
A tomato and a carrot are __________. a) jewelry b) crafts c) vegetables
A person who sells things in the market is a __________. a) seller b) smile c) culture
Old weaving and carving are __________. a) lively places b) traditional crafts c) local economy
We need to __________ traditions alive so they don’t disappear. a) keep b) call c) support
The normal life of people, not just for tourists, is called __________. a) agreement b) jewelry c) real life
When you are kind and respectful, you __________ politely. a) behave b) support c) bargain
If something makes you feel happy and interested, it is __________. a) colorful b) handmade c) exciting
A bag made without machines is a __________ bag. a) handmade b) lively c) important
To put your hand on something means to __________ it. a) touch b) smile c) sell
The way people live, with their food, clothes, and music, is their __________. a) stall b) culture c) smell
The market is very colorful with many bright fruits. A farmer sells rice at his stall in the market. We buy vegetables to support farmers. Music and people talking are the sounds you hear in the market. A ring or a bracelet is a kind of jewelry. If you want to pay less, you can bargain with the seller. A tomato and a carrot are vegetables. A person who sells things in the market is a seller. Old weaving and carving are traditional crafts. We need to keep traditions alive so they don’t disappear. The normal life of people, not just for tourists, is called real life. When you are kind and respectful, you behave politely. If something makes you feel happy and interested, it is exciting. A bag made without machines is a handmade bag. To put your hand on something means to touch it. The way people live, with their food, clothes, and music, is their culture.
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True or false
The market is very colorful with many bright fruits.
A tomato and a carrot are jewelry.
People buy vegetables to support farmers.
A handmade bag is made by machines.
Music and people talking are sounds you hear in the market.
A farmer sells rice at his house, not at the market.
A ring or a bracelet is a kind of jewelry.
Old weaving and carving are traditional crafts.
To pay less, you can bargain with the seller.
Being polite means you behave nicely.
Real life is the normal life of people, not just for tourists.
Traditions disappear if we keep them alive.
A person who sells things in the market is a seller.
If something makes you feel happy and interested, it is exciting.
To put your hand on something means to touch it.
Culture is the way people live, including food, clothes, and music.
____________ True: 1,3,5,7,9,11,13,14,15,16
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Full version:
The market is very colorful with many bright fruits.
A tomato and a carrot are jewelry. True is: A tomato and a carrot are vegetables.
People buy vegetables to support farmers.
A handmade bag is made by machines. True is: A handmade bag is made by hand, not by machines.
Music and people talking are sounds you hear in the market.
A farmer sells rice at his house, not at the market. True is: A farmer sells rice at his stall in the market.
A ring or a bracelet is a kind of jewelry.
Old weaving and carving are bright and colorful stalls. True is: Old weaving and carving are traditional crafts.
To pay less, you can bargain with the seller.
Being polite means you behave badly. True is: Being polite means you behave politely.
Real life is the normal life of people, not just for tourists.
Traditions disappear if we keep them alive. True is: We need to keep traditions alive so they don’t disappear.
A person who sells things in the market is a seller.
If something makes you feel happy and interested, it is exciting.
To put your hand on something means to touch it.
Culture is the way people live, including food, clothes, and music.
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Match the word/s with its/their definition
Words:
colorful
bargain
stall
handmade bag
seller
vegetables
jewelry
to touch
culture
to behave politely
spices
to support farmers
sounds
exciting
real life
a smile
Definitions: a. to put your hand on something b. a way to see and understand another culture c. plants like carrots, onions, and tomatoes that people eat d. full of many bright colors e. rings, bracelets, or necklaces people wear f. things like pepper or curry that give food strong taste g. to act in a kind and respectful way h. a person who sells things i. a small table or shop in a market j. a bag made by hand, not by a machine k. what you hear, like people talking or music l. to talk about the price and try to pay less m. to help farmers by buying their products n. something that makes you feel happy and interested o. normal life of people, not only for tourists p. when you move your mouth to show you are happy or friendly
colorful means full of many bright colors bargain means to talk about the price and try to pay less stall means a small table or shop in a market handmade bag means a bag made by hand, not by a machine seller means a person who sells things vegetables means plants like carrots, onions, and tomatoes that people eat jewelry means rings, bracelets, or necklaces people wear to touch means to put your hand on something culture means a way to see and understand another culture to behave politely means to act in a kind and respectful way spices means things like pepper or curry that give food strong taste to support farmers means to help farmers by buying their products sounds means what you hear, like people talking or music exciting means something that makes you feel happy and interested real life means normal life of people, not only for tourists a smile means when you move your mouth to show you are happy or friendly
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Dialogue at a local market
Seller: Hello! Welcome to my stall. How are you today?
Customer: Hello! I’m good, thank you. And you?
Seller: I’m fine, thank you. Look at these mangoes and bananas. They are very fresh and sweet.
Customer: They look delicious. How much are the mangoes?
Seller: Five dollars for one kilogram, but if you buy two kilograms, I can give you a small discount: eight dollars for two kilograms.
Customer: Hmm… that is a little expensive. Can you make it seven dollars?
Seller: Okay, seven fifty dollars is fair.
Customer: All right. I will take two kilograms of mangoes.
Seller: Great! Would you like some bananas too? They are also fresh.
Customer: Yes, please. How much are they?
Seller: Two dollars for one kilogram, or three dollars for two kilograms.
Customer: I will take two kilograms, thank you.
Seller: Perfect! Let’s see… that is ten fifty dollars in total.
Customer: Here you are.
Seller: Thank you very much! Do you want a bag for your fruits?
Customer: Yes, please. Thank you.
Seller: You’re welcome! Have a nice day and come again.
Customer: Thank you! Goodbye!
Seller: Goodbye!
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Fill in, words below:
stalls – selling – real life – mangoes – exciting – jewelry – spices – sounds – call out to – bargaining
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A typical Asian market is very busy and full of colors, __________, and smells. There are many stalls and vendors __________ different things. You can see fresh fruits like bananas, __________ and papayas. Vegetables, __________, and tea are everywhere. Some stalls sell handmade bags, clothes, __________, and traditional crafts. The sellers __________ customers and sometimes explain special deals. People walk slowly between the __________ looking at the products and asking prices. __________ is normal, and a friendly smile helps. The market is __________ and lively. Visiting a market is a good way to see __________, meet people, and learn about local culture and traditions.
—————————– Full version:
A typical Asian market is very busy and full of colors, sounds, and smells. There are many stalls and vendors selling different things. You can see fresh fruits like bananas, mangoes, and papayas. Vegetables, spices, and tea are everywhere. Some stalls sell handmade bags, clothes, jewelry, and traditional crafts. The sellers call out to customers and sometimes explain special deals. People walk slowly between the stalls, looking at the products and asking prices. Bargaining is normal, and a friendly smile helps. The market is exciting and lively. Visiting a market is a good way to see real life, meet people, and learn about local culture and traditions.
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Local markets in Asia –
use the keywords and give a speech, to a friend, or to yourself, record on your mobile phone, then listen to your speech…………. ——————————–
1. What you see in a market
Many colors, smells, and sounds
Fresh fruits: bananas, mangoes, papayas
Vegetables, spices, tea
Handmade bags, clothes, jewelry, souvenirs
Traditional crafts
2. Why markets are important
Help small sellers and farmers
Give families money for living
Support the local economy
Keep traditions alive (crafts, food, clothes)
3. How to behave in a market
Smile and be polite
Say hello to sellers
Ask before touching products
Walk slowly because markets are busy
4. Bargaining
Normal in many Asian countries
Means talking about the price
Example: “That is a little expensive. Can you make it cheaper?”
Visiting temples and other holy places is a special activity. These places are important for religion, tradition, and daily life. When tourists go there, they should remember that temples are not only for looking but also for prayer and worship.
It is important to be quiet and respectful. Visitors should not speak loudly or laugh. Before entering the main hall, people often need to take off their shoes. Clothes should cover shoulders and legs, and hats are usually not allowed inside. During ceremonies, visitors may need to sit or stand in a special place.
Tourists must also be careful with photos. In many temples, pictures are allowed only in some areas. Flash or tripods are often not allowed. Visitors should never block monks, nuns, or local people who are praying.
Other rules are also important. People should walk slowly, not touch holy objects, and keep enough distance from others. Watching how local people behave can help visitors learn about the culture. Being patient and polite is always good, especially during prayers or festivals.
In conclusion, visiting temples can be interesting and educational. If tourists follow the rules and respect traditions, the visit will be safe, peaceful, and meaningful.
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Vocabulary:
Do’s and Don’ts → what you should and should not do
Appropriate behaviour → good and correct way to act
A holy place → a special place for religion
Tradition → old habits or customs people follow
To remember → not to forget something
Worship → to pray or show respect to a god
Quiet → not loud, calm
Respectful → polite and careful to others
Speak loudly → talk with a strong voice
To laugh → make a happy sound with your mouth
To take shoes off → remove shoes before entering
Clothes → what you wear on your body
To cover shoulders → wear something on your shoulders
To be allowed → can do something, it is okay
A ceremony (in a temple) → a special religious event
To be careful → pay attention and avoid mistakes
A flashlight → a small light you can hold (for seeing in dark)
A tripod → a stand with three legs for a camera
To block monks → stop monks from walking or moving
A rule → something you must do or not do
To touch → put your hand on something
To keep a distance → stay far from other people
To be patient → wait calmly, not angry
To be polite → use good manners
In conclusion → at the end, finally
To be educational → teach or help people learn
To follow rules → do what the rules say
To respect traditions → be polite to old customs
A safe visit → a visit without danger or problems
Peaceful → calm and quiet
Meaningful → important and useful
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Multiple-choice, one answer only
audio 1: 1-12
audio 2: 13-23
audio 3: 24-31
What are “do’s and don’ts”? a) A small light you carry to see in the dark b) Things you wear every day on your body c) Rules about what you should or should not do
Appropriate behaviour is… a) The good and correct way to act with people b) A bright light used to see in the dark c) A special event in a temple with people
A holy place is… a) A park where children play and run around b) A small light you carry to see in the dark c) A special place for people to pray to gods
Tradition means… a) Old habits or customs people follow often b) Take shoes off before entering a building c) Walk slowly and be careful in a temple
To remember means… a) Not to forget something important to do b) Cover shoulders with proper clothing always c) Talk loudly so everyone can hear clearly
To worship is… a) Follow rules carefully during a visit b) To pray or show respect to a god or gods c) Make a happy sound with your mouth and voice
Quiet means… a) Polite and careful when you are near someone b) Not loud, calm, and peaceful around people c) A small light you carry to see in the dark
Respectful means… a) Polite and careful to others in your words b) Stop monks from walking or moving freely c) Walk slowly and keep a safe distance from people
Speak loudly means… a) Cover your shoulders and legs with clothes b) Take shoes off before entering a temple hall c) Talk with a strong voice that can be heard clearly
To laugh is… a) A special ceremony in a temple with rules b) Make a happy sound with your mouth and voice c) Something you wear to cover your shoulders
To take shoes off means… a) Follow rules and respect traditions carefully b) Walk slowly and carefully inside a temple hall c) Put your shoes in a safe place outside
Clothes are… a) Things you wear on your body every day or event b) A tool used to hold a camera steady and straight c) Old customs or habits that people follow often
——————–end of audio 1—————
To cover shoulders means… a) Wear something so your shoulders are not visible b) Keep distance from other people in a safe way c) A special place where people pray to a god
To be allowed means… a) You can do something because it is okay to do b) Walk calmly and wait patiently without anger c) Put your hand on something carefully and politely
A ceremony in a temple is… a) A small light you carry to see in the dark b) A special religious event with rules and rituals c) A stand with three legs for holding a camera
To be careful means… a) A rule that tells you what to do in a place b) Pay attention and avoid mistakes or accidents c) Make a happy sound with your mouth and voice
A flashlight is… a) A tool to hold a camera steady and straight b) A small light you can hold to see in the dark c) A habit people follow every day in life
A tripod is… a) A bright light used in dark places at night b) A calm and quiet way to walk in a temple c) A stand with three legs for a camera to keep still
To block monks means… a) Walk slowly and keep distance from other people b) Stop monks from walking or moving inside a temple c) Show respect to old customs and traditions
A rule is… a) Something you must do or must not do anywhere b) A small light you carry to see in the dark safely c) Walk calmly and follow instructions in a temple
To touch means… a) Put your hand on something or someone carefully b) Wait calmly without being angry or upset at all c) Make a happy sound with your mouth and voice
To keep a distance means… a) A special place where people pray to gods b) Stay far from other people to be safe and polite c) Cover your shoulders and legs with clothes properly
To be patient means… a) Talk with a strong voice so everyone can hear clearly b) Wait calmly without getting angry or upset easily c) Follow the rules and respect traditions carefully
———————-end of audio 2—————-
To be polite means… a) Use good manners and speak or act nicely to others b) A habit that people follow every day in their life c) A small light you carry in the dark to see things
In conclusion means… a) Stop monks from walking or moving inside a temple b) At the end, finally, or to finish something clearly c) Walk slowly and keep distance from other people
To be educational means… a) Teach people or help them learn new things clearly b) Make a happy sound with your mouth and voice c) Take your shoes off before entering a holy place
To follow rules means… a) Do what the rules say in a place or situation well b) Wear something so that your shoulders are covered c) Talk with a loud voice that everyone can hear
To respect traditions means… a) Put your hand on something without permission at all b) Walk slowly and keep a safe distance from people c) Be polite and careful to old customs and habits
A safe visit means… a) Something you wear to cover your shoulders and legs b) A visit without danger or problems anywhere at all c) A small light you carry to see in the dark clearly
Peaceful means… a) Put your hand on something without permission carefully b) Make a happy sound with your mouth and your voice c) Calm, quiet, and safe without problems or noise
Meaningful means… a) Important, useful, or having a strong purpose for people b) Talk with a loud voice that everyone can hear c) A rule that tells you what you must do carefully
Visitors should speak loudly in a temple. True is: Visitors should speak quietly in a temple.
You must often take your shoes off before entering the main hall.
A holy place is only for sightseeing. True is: A holy place is for prayer and worship, not only sightseeing.
Quiet behaviour is important when people are praying.
To worship means to show respect to a god.
Covering shoulders and legs is usually required in temples.
Walking quickly and touching religious objects is polite. True is: Walking slowly and not touching religious objects is polite.
A flashlight can be used in the dark in a temple if needed.
Traditions are old customs that people follow.
It is polite to block monks while they are moving. True is: It is polite to let monks pass and not block their way.
Respectful behaviour includes being patient and calm.
Taking photos is always allowed everywhere in a temple. True is: Taking photos is allowed only in some areas, not everywhere.
A ceremony in a temple is a special religious event.
You should keep a distance from worshippers to be polite.
Being educational means helping people to learn.
In conclusion, respecting rules is not important in temples. True is: Respecting rules is very important in temples.
A tripod is a stand with three legs for a camera.
To remember means to forget important things. True is: To remember means not to forget something important.
Peaceful means calm, quiet, and safe.
Being polite includes using good manners.
I##############
Interview with a monk – fill in, words below:
take – allowed – respect – holy – loudly – rules – enter – shoulders – worship – monks – respectful – tourists – important
_______________________________
Interviewer: Hello, thank you for talking with me today. Can you tell us why it is __________ to follow rules in a temple?
Monk: Hello. Yes, it is very important. Temples are __________ places. People come here to pray and __________. Visitors must respect the place and the people.
Interviewer: What should visitors do when they __________ a temple?
Monk: Visitors should __________ their shoes off before entering. They should cover their __________ and legs. It is important to walk quietly and slowly.
Interviewer: Are there things visitors should not do?
Monk: Yes. Visitors should not speak__________ or laugh inside the temple. They should not touch religious objects. Also, do not block __________ or worshippers when they walk.
Interviewer: What about taking photos?
Monk: Taking photos is sometimes __________, but only in certain areas. Visitors should never use flash or tripods in the main hall.
Interviewer: How should visitors behave during a ceremony?
Monk: Visitors should be patient and __________. They should sit or stand in the correct area. Do not disturb the people who are praying.
Interviewer: Can children visit temples? What should they know?
Monk: Yes, children can visit. They should be quiet and follow the __________. Parents should help them to be respectful and polite.
Interviewer: What is the most important advice for __________?
Monk: Always be careful and polite. Observe the people and traditions._________ is more important than taking photos or talking.
Interviewer: Thank you very much for your advice.
Monk: You are welcome. I hope everyone can enjoy the temple and respect the rules.
_____________________
Correct version:
Interviewer: Hello, thank you for talking with me today. Can you tell us why it is important to follow rules in a temple?
Monk: Hello. Yes, it is very important. Temples are holy places. People come here to pray and worship. Visitors must respect the place and the people.
Interviewer: What should visitors do when they enter a temple?
Monk: Visitors should take their shoes off before entering. They should cover their shoulders and legs. It is important to walk quietly and slowly.
Interviewer: Are there things visitors should not do?
Monk: Yes. Visitors should not speak loudly or laugh inside the temple. They should not touch religious objects. Also, do not block monks or worshippers when they walk.
Interviewer: What about taking photos?
Monk: Taking photos is sometimes allowed, but only in certain areas. Visitors should never use flash or tripods in the main hall.
Interviewer: How should visitors behave during a ceremony?
Monk: Visitors should be patient and respectful. They should sit or stand in the correct area. Do not disturb the people who are praying.
Interviewer: Can children visit temples? What should they know?
Monk: Yes, children can visit. They should be quiet and follow the rules. Parents should help them to be respectful and polite.
Interviewer: What is the most important advice for tourists?
Monk: Always be careful and polite. Observe the people and traditions. Respect is more important than taking photos or talking.
Interviewer: Thank you very much for your advice.
Monk: You are welcome. I hope everyone can enjoy the temple and respect the rules.
###############
Read or listen to the interview again, try to answer the questions:
Why is it important to follow rules in a temple?
What should visitors do before entering a temple?
What should visitors wear in a temple?
How should visitors walk inside a temple?
What should visitors not do inside a temple?
Are visitors allowed to take photos everywhere in the temple?
What should visitors do with monks and worshippers while they are moving?
How should visitors behave during a ceremony?
Can children visit temples? What should they do?
What is the most important advice the monk gives to tourists?
_______________________ Answers:
Why is it important to follow rules in a temple? — Because temples are holy places and people come to pray and worship.
What should visitors do before entering a temple? — Take their shoes off before entering.
What should visitors wear in a temple? — Cover their shoulders and legs.
How should visitors walk inside a temple? — Walk quietly and slowly.
What should visitors not do inside a temple? — Do not speak loudly, laugh, touch religious objects, or block monks or worshippers.
Are visitors allowed to take photos everywhere in the temple? — No, taking photos is allowed only in some areas, and flash or tripods are not allowed.
What should visitors do with monks and worshippers while they are moving? — Visitors should not block them and let them pass.
How should visitors behave during a ceremony? — Be patient, respectful, sit or stand in the correct area, and not disturb people praying.
Can children visit temples? What should they do? — Yes, children can visit; they should be quiet and polite, and parents should help them follow the rules.
What is the most important advice the monk gives to tourists? — Always be careful and polite, respect the people and traditions, and observe the rules.
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Use these bullet points and give a speech to a friend, or, to yourself, record it, and listen to your speech =>
When a guest comes to the hotel from the airport, the hotel wants to make the guest feel welcome and comfortable. First, the driver goes to the airport. He has a sign with the guest’s name. He greets the guest with a smile, helps with the luggage, and gives water or a cold towel if the guest wants. Then, the driver takes the guest to the hotel. The car is clean and comfortable. The driver can talk to the guest and give some information about the city or the hotel.
When the guest arrives at the hotel, the bell staff opens the car door and carries the luggage. They greet the guest by name and offer a welcome drink. The staff takes the guest to the reception desk or a lounge for check-in. At check-in, the front desk asks for the guest’s ID or passport, confirms the room, and explains the hotel services and facilities. They also make sure the room is ready and prepared for the guest.
After check-in, a bell staff member or guest relations person takes the guest to the room. They show the guest the room, including the air conditioning, TV, safe, Wi-Fi, and minibar. They also show any welcome gifts or notes and ask if the guest needs help. Later, the staff can call the room to check that the guest is happy and comfortable.
______________________
Vocabulary:
a resort – a place where people go on holiday, often with hotels, pools, and activities
to feel welcome – to feel happy and comfortable when you arrive somewhere
to be comfortable – to feel relaxed and at ease
a sign with a name – a piece of paper or board with someone’s name on it
to greet – to say hello to someone
luggage – bags or suitcases you take when you travel
a towel – a piece of cloth to dry your body or hands
to be clean – to have no dirt
bell staff – hotel workers who help with your bags and show you your room
to carry the luggage – to take someone’s bags and bring them somewhere
staff – people who work in a hotel, company, or place
a reception desk – the place in a hotel where you check in and get information
a lounge – a comfortable room to sit and wait
to check-in – to give your name and ID at the hotel to get your room
to confirm the room – to make sure the room is ready for the guest
to explain – to give information so someone understands
a facility (hotel) – something in the hotel for guests, like a pool or gym
guest relations – hotel staff who help guests and answer questions
including – with something else; for example, “The room is big, including a bathroom.”
a welcome gift – a small present for a guest when they arrive
a welcome note – a short message for a guest when they arrive
to check – to look at something to make sure it is okay
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Multiple choice, one answer correct:
version 1-11
version 12-20
version 21-22
________________________
What is a resort? a) A bag for carrying clothes when travelling b) A place for holidays with hotels and activities for guests c) A small place to sleep or rest
To feel welcome means: a) To arrive at a hotel and be happy and comfortable b) To carry your luggage to your room c) To make your bed and clean the room
To be comfortable means: a) To sit or lie and feel relaxed and at ease b) To check your ID at the reception desk c) To greet the staff when you enter
A sign with a name is: a) A towel for drying your hands or body after a shower b) A small note showing hotel rules and instructions c) A piece of paper or board showing someone’s name clearly
To greet someone means: a) To take the luggage to the guest’s room quickly b) To explain how the hotel facilities can be used c) To greet the guest politely and welcome them with a smile
Luggage is: a) A small gift given to the guest on arrival b) The bags and suitcases that a guest carries when travelling c) The items provided to clean the room every day
A towel is: a) A piece of cloth used to dry your body or hands after washing b) A desk where the receptionist works and checks in guests c) A place in the hotel where guests can sit and wait comfortably
To be clean means: a) To greet a guest with a smile when they arrive b) To have no dirt or stains and be tidy and fresh c) To carry luggage from the car to the room carefully
Bell staff are: a) Staff who clean towels and prepare the rooms daily b) Hotel workers who help guests with their luggage and rooms c) Guests who arrive early in the morning to check-in
To carry the luggage means: a) To take all the guest’s bags and suitcases to their room b) To greet the guest politely at the reception desk c) To check the room and see if everything is ready
Staff are: a) Pieces of paper used for notes or signs in the hotel b) People who work in a hotel or business and help the guests c) Small gifts or items left for the guest in the room
—————-end of file 1—————-
A reception desk is: a) A small lounge with chairs for waiting comfortably b) The place at the hotel where guests check-in and get information c) A place where towels and linens are stored and cleaned
A lounge is: a) A comfortable room in a hotel where guests can sit and wait b) A desk where the receptionist checks in the guests daily c) A piece of cloth used for drying hands or body after washing
To check-in means: a) To take luggage to the guest’s room carefully and politely b) To give your ID and name at the reception to get your room c) To greet the guest and show them around the hotel facilities
To confirm the room means: a) To make sure that the guest’s room is ready and prepared properly b) To clean the room and replace all towels and sheets carefully c) To explain the hotel services and facilities to the guest clearly
To explain means: a) To give information so that someone understands something clearly b) To greet a guest politely when they arrive at the hotel c) To take luggage to the guest’s room and help them settle in
A facility (hotel) is: a) A desk where the receptionist works to check-in guests daily b) A small gift or note given to welcome the guest c) Something in a hotel for guests to use, like a pool or gym
Guest relations are: a) Guests who arrive early and wait in the lounge comfortably b) Hotel staff who help guests and answer questions politely c) People who clean the rooms and replace towels for guests
Including means: a) To check-in at the reception desk before going to your room b) Together with something else or as part of a group c) To make sure the room is ready and clean for the guest
A welcome gift is: a) A towel or piece of cloth provided in the guest’s room b) A piece of paper showing the guest’s name and room number c) A small present given to the guest when they arrive at the hotel
—————–end version 2—————-
A welcome note is: a) A short message left for the guest to greet them politely b) A room facility like a pool or lounge for the guest to enjoy c) A towel or cloth provided in the guest’s room for drying
To check means: a) To greet a guest politely when they arrive at the hotel b) To give a small gift or present to the guest on arrival c) To look at something carefully to make sure it is okay or ready
Resort – A place for holidays with hotels and activities for guests Feel welcome – To arrive at a hotel and be happy and comfortable Be comfortable – To sit or lie and feel relaxed and at ease Sign with a name – A piece of paper or board showing someone’s name clearly Greet – To greet the guest politely and welcome them with a smile Luggage – The bags and suitcases that a guest carries when travelling Towel – A piece of cloth used to dry your body or hands after washing Be clean – To have no dirt or stains and be tidy and fresh Bell staff – Hotel workers who help guests with their luggage and rooms Carry the luggage – To take all the guest’s bags and suitcases to their room Staff – People who work in a hotel or business and help the guests Reception desk – The place at the hotel where guests check-in and get information Lounge – A comfortable room in a hotel where guests can sit and wait Check-in – To give your ID and name at the reception to get your room Confirm the room – To make sure that the guest’s room is ready and prepared properly Explain – To give information so that someone understands something clearly Facility (hotel) – Something in a hotel for guests to use, like a pool or gym Guest relations – Hotel staff who help guests and answer questions politely Including – Together with something else or as part of a group Welcome gift – A small present given to the guest when they arrive at the hotel Welcome note – A short message left for the guest to greet them politely Check – To look at something carefully to make sure it is okay or ready
##################
[love the picture created by AI, the driver, though the window 😉 ]
Matching Exercise – Words
Bell staff
Check-in
Towel
Lounge
Welcome gift
Luggage
Reception desk
Greet
Facility (hotel)
Guest relations
Sign with a name
Confirm the room
Be comfortable
Including
Definitions
a) A small present given to the guest when they arrive at the hotel b) To give your ID and name at the reception to get your room c) A piece of cloth used to dry your body or hands after washing d) Hotel staff who help guests with their luggage and rooms e) The place at the hotel where guests check-in and get information f) To say hello and welcome a guest politely g) Together with something else or as part of a group h) A comfortable room in a hotel where guests can sit and wait i) To make sure the guest’s room is ready and prepared properly j) Staff who help guests and answer questions politely k) Something in a hotel for guests to use, like a pool or gym l) A piece of paper or board showing someone’s name clearly m) To sit or lie and feel relaxed and at ease n) To take all the guest’s bags and suitcases to their room
When a guest arrives from the airport, the hotel wants them to feel welcome.
The driver waits at the airport with a sign showing the guest’s name.
The driver helps the guest with their luggage.
If the guest wants, the driver can give water or a cold towel.
The car should be clean and comfortable for the guest.
The driver can talk to the guest and give information about the city or hotel.
When arriving at the hotel, bell staff open the office door.
Bell staff carry the guest’s luggage to the reception.
Bell staff greet the guest by ID.
Guests are offered a pen when they arrive.
Staff take the guest to the reception desk or lounge for check-in.
At check-in, the front desk asks for the guest’s ID or passport.
The front desk confirms the room.
Staff explain the hotel services and shops.
Staff make sure the room is ready and prepared for the guest.
After check-in, a staff member takes the guest to their car.
Staff show the guest the air conditioning, TV, safe, Wi-Fi, and garden.
Any welcome gifts or notes are shown and the guest is asked if they need help.
Later, staff can call the room to check that the guest is happy and ready.
The hotel wants the guest to feel at home and enjoy their stay.
################
True or false:
The driver greets the guest with a smile.
Guests must carry their own luggage from the car.
Bell staff open the car door for guests.
The driver can offer water or a cold towel.
The car should be dirty to feel realistic.
Staff explain hotel services and facilities.
The reception desk is where guests check-in.
Guests are never offered a welcome drink.
Staff take guests to their room after check-in.
Guests’ rooms are checked to make sure they are ready.
Bell staff can talk to the guest about the hotel.
The driver usually waits at the hotel, not the airport.
Staff show the air conditioning, TV, safe, Wi-Fi, and minibar.
The hotel wants guests to feel uncomfortable.
Guest relations staff may call to check if the guest is happy.
Guests’ IDs or passports are checked at check-in.
Staff ignore welcome gifts or notes in the room.
The driver can provide information about the city.
Bell staff greet the guest by name.
The car should be clean and comfortable.
________________
True: 1,3,4,6,7,9,10,13,15,16,19 ________________
Answers:
The driver greets the guest with a smile.
Guests must carry their own luggage from the car. True is: Bell staff carry the luggage.
Bell staff open the car door for guests.
The driver can offer water or a cold towel.
The car should be dirty to feel realistic. True is: The car should be clean and comfortable.
Staff explain hotel services and facilities.
The reception desk is where guests check-in.
Guests are never offered a welcome drink. True is: Guests are offered a welcome drink.
Staff take guests to their room after check-in.
Guests’ rooms are checked to make sure they are ready.
Bell staff can talk to the guest about the hotel. True is: The driver can talk to the guest about the hotel.
The driver usually waits at the hotel, not the airport. True is: The driver waits at the airport.
Staff show the air conditioning, TV, safe, Wi-Fi, and minibar.
The hotel wants guests to feel uncomfortable. True is: The hotel wants guests to feel welcome and comfortable.
Guest relations staff may call to check if the guest is happy.
Guests’ IDs or passports are checked at check-in.
Staff ignore welcome gifts or notes in the room. True is: Staff show welcome gifts or notes to the guest.
The driver can provide information about the city. True is: The driver can provide information about the city or hotel.
Bell staff greet the guest by name.
The car should be clean and comfortable.
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How to…….., a summary
1. Airport Arrival & Pickup
Arrange a driver or hotel shuttle to meet the guest at the airport with a name sign.
Assist with luggage and offer a bottle of water or a refreshing towel.
Provide Wi-Fi access or information about the ride and estimated time to the hotel.
2. Transfer to the Hotel
Driver engages politely, shares useful local information.
Vehicle should be clean, comfortable, possibly offering amenities (water, charger, magazines).
————————-
Arrange for a driver or hotel shuttle to meet the guest at the airport with a name sign. Help with luggage and offer water or a refreshing towel. Give information about the ride and estimated time to the hotel. Make Wi-Fi or hotspot information available.
During the transfer, the driver should be polite and friendly, sharing simple local tips. The vehicle must be clean and comfortable. Offer small amenities like water, a charger, or magazines. Ensure a smooth, safe ride so the guest can relax after their journey.
—————————— 3. Arrival at the Hotel
Bell staff greets the guest, opens the car door, and handles luggage.
A warm welcome (by name, if known) from the front desk or guest relations staff.
Offer of a welcome drink or cool towel.
4. Check-In Process
Guest is escorted to reception or directly to the lounge for seated check-in.
Passport/ID is collected for registration.
Booking details are confirmed (room type, dates, preferences).
Hotel facilities and services are briefly explained.
Credit card or deposit is secured smoothly. ————————
———————–
5. Escort to Room
A staff member (usually a bellboy or guest relations officer) escorts the guest.
Luggage is carried or delivered to the room.
On the way, staff may point out key facilities (restaurant, pool, spa).
6. Room Introduction
In the room, staff briefly demonstrates main features: air-conditioning, lighting, safe, TV, Wi-Fi access, minibar.
Any special amenities (welcome fruit, handwritten note, local snack) are highlighted.
Guest is asked if they need anything else before staff politely departs.
———————————-
When the guest arrives, bell staff greet them, open the car door, and handle luggage. Front desk or guest relations staff welcome the guest warmly, offering a drink or cool towel. Guests are escorted to reception or a lounge for check-in. Passport or ID is collected, and booking details like room type, dates, and preferences are confirmed. Staff explain hotel facilities and services, and secure payment or a deposit smoothly. A staff member escorts the guest to the room, carrying luggage. On the way, they may point out key facilities like the restaurant, pool, or spa. In the room, staff show the main features and any special amenities, then ask if anything else is needed before politely leaving.
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Guest arrival checklist (airport → room)
1. Airport Pickup (Driver/Concierge)
☐ Confirm flight & arrival details ☐ Meet guest with name sign & smile ☐ Assist with luggage ☐ Offer water/towel/Wi-Fi (if available) ☐ Escort to clean, prepared vehicle
2. Transfer to Hotel (Driver)
☐ Provide safe & comfortable ride ☐ Share brief local/hotel info if guest is interested ☐ Notify hotel of arrival time (10–15 min before)
3. Hotel Arrival (Bell Staff / Guest Relations)
☐ Open car door, greet warmly, handle luggage ☐ Welcome guest by name ☐ Offer welcome drink & towel ☐ Escort to reception or lounge for check-in ———————–
Driver meets guest at airport:
Driver: “Hello, Mr. Smith! Welcome to [City]. My name is John. I will take you to your hotel.” Guest: “Hello, thank you.” Driver: “Let me help with your luggage.” Guest: “Thanks.” Driver: “Here is some water and a towel. Wi-Fi is available if you need.” Guest: “That’s great, thank you.”
During transfer to hotel: Driver: “Your hotel is about 30 minutes from the airport.” Guest: “Okay, sounds good.” Driver: “If you want, I can tell you a little about the city or hotel.” Guest: “Yes, please.” Driver: “There is a nice restaurant in the hotel and a swimming pool.”
Driver notifies hotel: Driver (on phone): “Hello, Mr. Smith is arriving in 10 minutes.”
———————–
4. Check-In (Front Desk)
☐ Collect passport/ID ☐ Confirm booking & preferences ☐ Process deposit/payment authorization ☐ Provide short hotel/facility orientation ☐ Ensure room amenities are ready
5. Escort to Room (Bell Staff / Guest Relations)
☐ Escort guest to room & carry luggage ☐ Point out key facilities en route ☐ Open room & place luggage inside ☐ Demonstrate main features (AC, Wi-Fi, TV, safe, minibar) ☐ Highlight welcome amenities ☐ Ask if guest needs anything else
6. Follow-Up (Front Desk / Guest Relations)
☐ Call room within 15–30 minutes ☐ Confirm guest satisfaction ☐ Offer further assistance (dining, tours, transport)
—————————-
Hotel Arrival – Bell Staff / Guest Relations Bell Staff: “Good afternoon, Mr. Smith! Welcome to [Hotel Name]. Let me help with your luggage.” Guest: “Thank you.” Bell Staff: “Would you like a welcome drink or a cool towel?” Guest: “A towel, please.” Bell Staff: “Of course. Please follow me to the reception.”
Check-In – Front Desk Front Desk: “May I have your passport, please?” Guest: “Here you go.” Front Desk: “Thank you. I will confirm your booking. You have a deluxe room for three nights, correct?” Guest: “Yes, that’s correct.” Front Desk: “We have noted your preferences. Your room is ready, and the deposit is processed. The hotel has a pool, gym, and restaurant. Enjoy your stay!”
Escort to Room – Bell Staff Bell Staff: “I will show you to your room. Here is the pool and the restaurant on the way.” Guest: “Thank you.” Bell Staff: “Here is your room. The AC, TV, Wi-Fi, safe, and minibar are all ready. We also have a welcome fruit basket for you.” Guest: “Great, thank you.” Bell Staff: “Do you need anything else?” Guest: “No, I’m fine.”
Follow-Up – Front Desk / Guest Relations (call 15–30 min later) Front Desk: “Hello, Mr. Smith. This is the front desk. Is everything okay in your room?” Guest: “Yes, everything is perfect, thank you.” Front Desk: “Great! If you need anything—dining, tours, or transport—please call us anytime.” Guest: “Will do, thanks.”
