Kategorie: Shinta Mani Foundation

• learning, helping, and smiling every day

Sareth wants to work in Food & Beverage (F&B) in a luxury hotel. She is told to contact Siti, a young lady, who is F&B manager at Senggigi beach on Java via WhatsApp.
Siti summarizes a couple of important facts.

F&B workers are very important in hotels and restaurants. They do many jobs to help guests enjoy their meals. Some F&B workers serve food and drinks. Some work in the kitchen to cook and prepare meals. Some clean tables and rooms. Some make drinks like coffee or juice.

A good F&B worker is friendly and polite. They always smile and treat guests with respect. They work fast and carefully. Mistakes can make guests unhappy, so they must pay attention.

F&B workers also need to be clean and organized. They wash hands, wear a clean uniform, and keep the dining area tidy. This helps guests feel safe and comfortable.

Teamwork is very important. F&B workers help each other and follow instructions from the manager. They also learn new skills like English, computer, and hotel rules.

Being an F&B worker is not easy, but it is very good. They make guests happy, learn many skills, and can get a good job in the future. F&B workers are the heart of the restaurant or hotel.
_______________________
Vocabulary:

1. food: things we eat, like rice, bread, or vegetables.
2. beverage: a drink, like water, coffee, or juice.
3. to smile: to make a happy face with your mouth.
4. to summarize: to say the most important facts in a short way.
5. a couple (number): two; a small number of things (e.g., 2 or 3).
6. important: something that is very useful or necessary.
7. to help guests: to do things for people staying at the hotel.
8. to enjoy: to like something and think it is good.
9. a meal: the food we eat at one time (e.g., breakfast, lunch, dinner).
10. to serve food: to bring food to guests at their table.
11. to prepare meals: to make food ready for cooking or eating.
12. to clean tables: to make tables dirty from food to clean.
13. to make drinks: to create drinks for guests, like coffee or juice.
14. friendly: nice and kind to other people.
15. polite: having good manners; saying „please“ and „thank you“.
16. to treat guests with respect: to be very polite and kind to guests.
17. to work carefully: to do your job well and not make mistakes.
18. a mistake: something that is not correct; an error.
19. to pay attention: to look at, listen to, or think about something carefully.
20. to be organized: to have a plan and keep things in order.
21. to wear a uniform: to have special clothes for your job.
22. to keep tidy: to make sure a place is clean and not messy.
23. to feel safe: to feel that no danger or problem will happen.
24. comfortable: to feel good, relaxed, and happy.
25. to follow instructions: to listen and do what your manager says.
26. a skill: something you can do well because you learned it.
27. hotel rules: the things you can and cannot do in the hotel.
28. to be the heart of a hotel: to be the most important part that makes it good.

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

Mulitple choice test, one answer correct:

1. What is ‚food‘?
   a) things we drink
   b) things we eat
   c) things we wear
2. What does ‚to serve food‘ mean?
   a) to cook the food
   b) to buy the food
   c) to bring food to guests
3. If you ’smile‘, what do you do?
   a) make a happy face
   b) make a sad face
   c) close your eyes
4. What is a ‚beverage‘?
   a) a type of food
   b) a drink
   c) a uniform
5. What does ‚a couple‘ mean?
   a) many
   b) two or a few
   c) zero
6. What is a ’skill‘?
   a) a problem
   b) a mistake
   c) something you can do well
7. What does ‚to prepare meals‘ mean?
   a) to eat the food
   b) to make the food ready
   c) to clean the food
8. If something is ‚important‘, it is…
   a) not necessary
   b) very useful and necessary
   c) very small
9. What does ‚to follow instructions‘ mean?
   a) to ignore the manager
   b) to do what your manager says
   c) to give orders
10. What does ‚to summarize‘ mean?
    a) to make something longer
    b) to say the most important facts
    c) to ask many questions
11. A ‚polite‘ person says…
    a) „please“ and „thank you“
    b) nothing
    c) „go away“
12. What does ‚to help guests‘ mean?
    a) to ignore people at the hotel
    b) to do things for people at the hotel
    c) to only talk to the manager
13. What does ‚to enjoy‘ mean?
    a) to like something
    b) to hate something
    c) to break something
14. What is a ‚meal‘?
    a) a single piece of fruit
    b) a drink like water
    c) the food we eat at one time
15. What does ‚to clean tables‘ mean?
    a) to make tables dirty
    b) to make tables clean
    c) to eat from tables
16. A ‚friendly‘ person is…
    a) angry and loud
    b) nice and kind
    c) quiet and shy
17. What does ‚to make drinks‘ mean?
    a) to create drinks for guests
    b) to drink everything
    c) to spill drinks
18. What is a ‚mistake‘?
    a) something correct
    b) a type of skill
    c) something that is not correct
19. To ‚treat guests with respect‘ means to be…
    a) very polite and kind
    b) very slow
    c) very funny
20. What does ‚to work carefully‘ mean?
    a) to work very slowly
    b) to work very quickly
    c) to do your job well
    ———————————-
    
    

1. What does ‚to pay attention‘ mean?
   a) to think about something carefully
   b) to give money
   c) to look at the sky
2. To ‚be organized‘ means to…
   a) be very messy
   b) be always late
   c) have a plan and keep things in order
3. What does ‚to wear a uniform‘ mean?
   a) to wear pajamas
   b) to wear a costume
   c) to have special job clothes
4. What does ‚to keep tidy‘ mean?
   a) to make a place messy
   b) to make a place clean
   c) to leave a place
5. To ‚feel safe‘ means to feel…
   a) very scared
   b) very hungry
   c) that no danger will happen
6. If you are ‚comfortable‘, you feel…
   a) nervous and worried
   b) tired and sleepy
   c) good and relaxed
7. What are ‚hotel rules‘?
   a) suggestions for guests
   b) the hotel menu
   c) things you can and cannot do
8. What does it mean to be ‚the heart of a hotel‘?
   a) to be the oldest worker
   b) to work at the reception
   c) to be the most important part

_____________________
Answers:
1b 2c 3a 4b 5b 6c 7b
8b 9b 10b 11a 12b 13a 14c
15b 16b 17a 18c 19a 20c 21a
22c 23c 24b 25c 26c 27c 28c
_____________________

Full version:

1. What is ‚food‘? things we eat
2. What does ‚to serve food‘ mean? to bring food to guests
3. If you ’smile‘, what do you do? make a happy face
4. What is a ‚beverage‘? a drink
5. What does ‚a couple‘ mean? two or a few
6. What is a ’skill‘? something you can do well
7. What does ‚to prepare meals‘ mean? to make the food ready
8. If something is ‚important‘, it is… very useful and necessary
9. What does ‚to follow instructions‘ mean? to do what your manager says
10. What does ‚to summarize‘ mean? to say the most important facts
11. A ‚polite‘ person says… „please“ and „thank you“
12. What does ‚to help guests‘ mean? to do things for people at the hotel
13. What does ‚to enjoy‘ mean? to like something
14. What is a ‚meal‘? the food we eat at one time
15. What does ‚to clean tables‘ mean? to make tables clean
16. A ‚friendly‘ person is… nice and kind
17. What does ‚to make drinks‘ mean? to create drinks for guests
18. What is a ‚mistake‘? something that is not correct
19. To ‚treat guests with respect‘ means to be… very polite and kind
20. What does ‚to work carefully‘ mean? to do your job well
21. What does ‚to pay attention‘ mean? to think about something carefully
22. To ‚be organized‘ means to… have a plan and keep things in order
23. What does ‚to wear a uniform‘ mean? to have special job clothes
24. What does ‚to keep tidy‘ mean? to make a place clean
25. To ‚feel safe‘ means to feel… that no danger will happen
26. If you are ‚comfortable‘, you feel… good and relaxed
27. What are ‚hotel rules‘? things you can and cannot do
28. What does it mean to be ‚the heart of a hotel‘? to be the most important part
    

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

Gap-fill test

1. Pizza and rice are types of __.
   a) beverage
   b) skill
   c) food
2. The waiter will __ our dinner soon.
   a) enjoy
   b) serve
   c) clean
3. When I am happy, I __.
   a) pay attention
   b) summarize
   c) smile
4. Coffee and juice are a __.
   a) couple
   b) meal
   c) beverage
5. I have a __ of books to read.
   a) skill
   b) couple
   c) food
6. Speaking English is a useful __.
   a) mistake
   b) skill
   c) meal
7. Chefs __ in the kitchen before we eat.
   a) enjoy meals
   b) prepare meals
   c) serve food
8. This document is very __, please read it.
   a) important
   b) polite
   c) tidy
9. Good workers __ from their boss.
   a) follow instructions
   b) help guests
   c) treat with respect
10. To __ means to give the main ideas.
    a) enjoy
    b) summarize
    c) serve
11. A __ person has good manners.
    a) important
    b) polite
    c) friendly
12. It is my job to __ at the hotel.
    a) help guests
    b) make drinks
    c) pay attention
13. I __ reading a good book.
    a) enjoy
    b) serve
    c) clean
14. Breakfast is my favorite __.
    a) beverage
    b) food
    c) meal

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

Correct version:

1. Pizza and rice are types of food.
2. The waiter will serve our dinner soon.
3. When I am happy, I smile.
4. Coffee and juice are a beverage.
5. I have a couple of books to read.
6. Speaking English is a useful skill.
7. Chefs prepare meals in the kitchen before we eat.
8. This document is very important, please read it.
9. Good workers follow instructions from their boss.
10. To summarize means to give the main ideas.
11. A polite person has good manners.
12. It is my job to help guests at the hotel.
13. I enjoy reading a good book.
14. Breakfast is my favorite meal.
    

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

Gap-Fill Test

15. Please _ the tables after the guests leave.
    a) clean
    b) dirty
    c) break
16. A _ person is nice and kind to everyone.
    a) friendly
    b) angry
    c) shy
17. The bartender will _ like coffee and juice.
    a) spill drinks
    b) make drinks
    c) drink everything
18. I am sorry, that was a _. I will fix it.
    a) skill
    b) correct thing
    c) mistake
19. We must _ all our guests with respect.
    a) ignore
    b) laugh at
    c) treat
20. You must _ to avoid accidents.
    a) work slowly
    b) work carefully
    c) work quickly
21. Please _ to the teacher during the lesson.
    a) pay attention
    b) give money
    c) look at the sky
22. An _ desk helps you find things easily.
    a) organized
    b) messy
    c) old
23. All staff must _ a uniform.
    a) wear
    b) buy
    c) wash
24. It is important to _ the kitchen tidy.
    a) forget
    b) keep
    c) leave
25. A good hotel makes guests _ safe.
    a) taste
    b) feel
    c) hear
26. The chairs are soft, so you will be _.
    a) nervous
    b) tired
    c) comfortable
27. You must follow the _ of the hotel.
    a) menus
    b) suggestions
    c) rules
28. The F&B team is _ of the hotel.
    a) the building
    b) the heart
    c) the owner

Answers:
15a 16a 17b 18c 19c 20b
21a 22a 23a 24b 25b
26c 27c 28b
_____________________

Full version:

The F&B team is the heart of the hotel.

Please clean the tables after the guests leave.

A friendly person is nice and kind to everyone.

The bartender will make drinks like coffee and juice.

I am sorry, that was a mistake. I will fix it.

We must treat all our guests with respect.

You must work carefully to avoid accidents.

Please pay attention to the teacher during the lesson.

An organized desk helps you find things easily.

All staff must wear a uniform.

It is important to keep the kitchen tidy.

A good hotel makes guests feel safe.

The chairs are soft, so you will be comfortable.

You must follow the rules of the hotel.

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

True or False?

1. F&B workers are not very important in hotels.
2. Mistakes can make guests happy.
3. They learn new skills like English and computer.
4. F&B workers cannot get a good job in the future.
5. They wash hands and wear a clean uniform.
6. A good F&B worker is sometimes friendly and polite.
7. They are the heart of the restaurant or hotel.
8. Some F&B workers serve food and drinks.
9. Teamwork is not important for F&B workers.
10. They help each other and follow the manager’s instructions.
11. The job of an F&B worker is very easy.
12. F&B workers do not need to be clean.
13. They make guests happy.
14. F&B workers only learn how to cook.
    ——————

True:3, 5, 7, 8, 10, 13
___________________

Full version:

F&B workers only learn how to cook.
True is: F&B workers learn many skills, not only cooking.

F&B workers are not very important in hotels.
True is: F&B workers are very important in hotels.

Mistakes can make guests happy.
True is: Mistakes can make guests unhappy.

They learn new skills like English and computer.

F&B workers cannot get a good job in the future.
True is: F&B workers can get a good job in the future.

They wash hands and wear a clean uniform.

A good F&B worker is sometimes friendly and polite.
True is: A good F&B worker is always friendly and polite.

They are the heart of the restaurant or hotel.

Some F&B workers serve food and drinks.

Teamwork is not important for F&B workers.
True is: Teamwork is very important for F&B workers.

They help each other and follow the manager’s instructions.

The job of an F&B worker is very easy.
True is: The job of an F&B worker is not easy.

F&B workers do not need to be clean.
True is: F&B workers need to be clean.

They make guests happy.
##############

Matching exercise:

Words

1. comfortable
2. to serve
3. mistake
4. uniform
5. to prepare
6. skill
7. to enjoy
8. beverage
9. to treat
10. important
11. to follow
12. safe
13. meal
14. tidy
    

Meanings

a. special clothes for a job
b. to behave in a kind way towards someone
c. the food we eat at one time
d. to make food ready for eating
e. to like something and think it is good
f. something that is not correct; an error
g. to do what someone tells you to do
h. a drink
i. to bring food or drinks to someone
j. very useful or necessary
k. clean and in order, not messy
l. something you can do well because you learned it
m. feeling good, relaxed, and happy
n. protected from danger and harm

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

Full version:

tidy – that means: clean and in order, not messy

comfortable – that means: feeling good, relaxed, and happy

to serve – that means: to bring food or drinks to someone

mistake – that means: something that is not correct; an error

uniform – that means: special clothes for a job

to prepare – that means: to make food ready for eating

skill – that means: something you can do well because you learned it

to enjoy – that means: to like something and think it is good

beverage – that means: a drink

to treat – that means: to behave in a kind way towards someone

important that means: very useful or necessary

to follow – that means: to do what someone tells you to do

safe – that means: protected from danger and harm

meal – that means: the food we eat at one time
##############

Questions (useful link on present simple)

1. Does Sareth want to work in F&B or in housekeeping?
   YOU:
   Sareth does not want to work in housekeeping. She wants to work in F&B.
   
2. Is Siti the F&B manager or the reception manager?
3. Should Sareth contact Siti via WhatsApp or by letter?
4. Are F&B workers important in hotels and restaurants or in shops and offices?
5. Do some F&B workers serve food and drinks or clean the rooms?
6. Do some F&B workers cook in the kitchen or in the guest rooms?
7. Do some F&B workers make drinks like coffee or repair furniture?
8. Is a good F&B worker friendly and polite or angry and loud?
9. Can mistakes make guests unhappy or very happy?
10. Must F&B workers pay attention or look out the window?
11. Do F&B workers wear a clean uniform or their own clothes?
12. Do F&B workers keep the dining area tidy or the city park tidy?
13. Do F&B workers help each other or only help the manager?
14. Do F&B workers follow instructions from the manager or only their own ideas?

______________
Answers:

1. No, she doesn’t want to work in housekeeping, she wants to work in F&B.
2. No, she isn’t the reception manager, she is the F&B manager.
3. No, she shouldn’t contact her by letter, she should contact her via WhatsApp.
4. No, they aren’t important in shops and offices, they are important in hotels and restaurants.
5. No, they don’t clean the rooms, they serve food and drinks.
6. No, they don’t cook in the guest rooms, they cook in the kitchen.
7. No, they don’t repair furniture, they make drinks like coffee.
8. No, a good F&B worker isn’t angry and loud, they are friendly and polite.
9. No, mistakes cannot make guests very happy, they can make them unhappy.
10. No, they must not look out the window, they must pay attention.
11. No, they don’t wear their own clothes, they wear a clean uniform.
12. No, they don’t keep the city park tidy, they keep the dining area tidy.
13. No, they don’t only help the manager, they help each other.
14. No, they don’t only follow their own ideas, they follow instructions from the manager.
    

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

Interview Siti and Sareth, fill in, words below:

kitchen – luxury – future – drinks – dining –
guests – restaurants – manager – polite –
each other – unhappy – clean

Siti: Hello Sareth. Why do you want to work in F&B?
Sareth: Because I want to work in a __________ hotel.

Siti: Where are F&B workers important?
Sareth: They are important in hotels and __________.

Siti: What do some F&B workers serve?
Sareth: They serve food and __________.

Siti: Where do some workers cook the food?
Sareth: Some workers cook in the __________.

Siti: How is a good F&B worker?
Sareth: A good worker is friendly and ___________.

Siti: What can mistakes do?
Sareth: Mistakes can make guests __________

Siti: Who must F&B workers treat with respect?
Sareth: They must treat all __________with respect.

Siti: What must workers wear?
Sareth: They must wear a __________ uniform.

Siti: What area must they keep tidy?
Sareth: They must keep the __________ area tidy.

Siti: Who do the workers help?
Sareth: They help __________

Siti: Which instructions do they follow?
Sareth: They follow instructions from the __________.

Siti: When can they get a good job?
Sareth: They can get a good job in the __________

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

Full version:

Siti: Hello Sareth. Why do you want to work in F&B?
Sareth: Because I want to work in a luxury hotel.

Siti: Where are F&B workers important?
Sareth: They are important in hotels and restaurants.

Siti: What do some F&B workers serve?
Sareth: They serve food and drinks.

Siti: Where do some workers cook the food?
Sareth: Some workers cook in the kitchen.

Siti: How is a good F&B worker?
Sareth: A good worker is friendly and polite.

Siti: What can mistakes do?
Sareth: Mistakes can make guests unhappy.

Siti: Who must F&B workers treat with respect?
Sareth: They must treat all guests with respect.

Siti: What must workers wear?
Sareth: They must wear a clean uniform.

Siti: What area must they keep tidy?
Sareth: They must keep the dining area tidy.

Siti: Who do the workers help?
Sareth: They help each other.

Siti: Which instructions do they follow?
Sareth: They follow instructions from the manager.

Siti: When can they get a good job?
Sareth: They can get a good job in the future.

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

Siti about her job:

I am a good F&B worker. I am friendly and polite to all guests.
I always smile. I work carefully and I pay attention.
I do not like mistakes. I wear a clean uniform and I wash my hands.
I keep the dining area tidy. I help my team. I follow the manager’s instructions.
I learn English and computer skills. My job is not easy, but I like it.
I make guests happy. I am the heart of the hotel.
___________________

Rewrite the story, starting with:

She is a good F&B worker……

and make all changes necessary.

__________________

Correct version:

Siti is a good F&B worker. She is friendly and polite to all guests. She always smiles.
She works carefully and she pays attention.
She does not like mistakes. She wears a clean uniform and she washes her hands.
She keeps the dining area tidy. She helps her team.
She follows the manager’s instructions.
She learns English and computer skills.
Her job is not easy, but she likes it. She makes guests happy.
She is the heart of the hotel.
##############

• luxury, comfort, and care – just for you

A future guest requests information on what he and his wife can expect from a relaxing holiday in a Shinta Mani Bensley Villa, with butler service.

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

Subject: Your Villa Stay with Butler Service at Shinta Mani

Dear [Guest Name],

Thank you very much for your kind message. We are delighted that you are considering a stay with us at Shinta Mani in Siem Reap. I am pleased to share what you can expect when booking a villa with butler service.

On arrival, your butler will welcome you warmly, assist with your luggage, and make the check-in process smooth and easy. During your stay, the butler will be happy to help with all arrangements, such as restaurant reservations, transport, or tours of the temples.

If you wish to enjoy meals, snacks, or drinks in your villa, your butler will serve them at any time. The butler will also ensure that your villa is always clean, tidy, and comfortable.

For a truly special stay, your butler can arrange unique experiences, such as a private poolside dinner, a small class, or a surprise celebration. At the same time, your privacy will always be respected. The service is attentive but never intrusive.

Finally, please note that the butler service is available 24 hours a day, so assistance is always close at hand.

We very much look forward to welcoming you and making your stay relaxing and memorable.

Warm regards,
[Your Name]

_________________

Vocabulary:

• to stay – to spend time in a place, like a hotel.
• generally – usually, most of the time.
• to expect – to think something will happen.
• revised – changed to be better or more correct.
• comfort (hotel) – the feeling of being relaxed and happy in a hotel.
• care (hotel) – help and service from hotel staff.
• to request – to ask politely for something.
• a relaxing holiday – a holiday where you rest and feel calm.
• a butler – a hotel worker who helps you with personal service.
• a kind message – a nice note or words from someone.
• to be delighted – to be very happy.
• to consider a stay (hotel) – to think about staying in a hotel.
• to be pleased – to feel happy about something.
• to share – to give something to others, or tell something.
• on arrival – when you come to the hotel.
• to assist – to help.
• luggage – bags and suitcases for travel.
• check-in process (hotel) – the steps when you arrive and get your room.
• smooth – easy and without problems.
• an arrangement – a plan or preparation.
• to enjoy a meal – to eat food with pleasure.
• snacks – small things to eat between meals.
• to serve drinks – to bring drinks to people.
• at any time – always, whenever you want.
• to ensure – to make sure something happens.
• to be tidy – to be clean and in order.
• truly – really.
• to arrange – to organize or plan something.
• a unique experience – a special and different experience.
• a surprise – something you don’t expect.
• a celebration – a happy event, like a birthday or wedding.
• to respect – to be polite and show care for others.
• to be attentive – to listen and notice what people need.
• to be intrusive – to disturb or come too close without being asked.
• to note – to see or remember something important.
• to be available – to be free to help.
• assistance – help or support.
• to be at hand – to be close and ready to help.
• memorable – something very special you will not forget.

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

Multiple choice, one answer correct – part 1:

1. to stay – What does it mean?
   a) to go shopping
   b) to spend time in a place, like a hotel
   c) to drive a car
2. generally – What does it mean?
   a) never
   b) always
   c) usually, most of the time
3. to expect – What does it mean?
   a) to forget something
   b) to be surprised
   c) to think something will happen
4. revised – What does it mean?
   a) very expensive
   b) changed to be better or more correct
   c) very old
5. comfort (hotel) – What does it mean?
   a) the staff uniforms
   b) the hotel building
   c) the feeling of being relaxed and happy
6. care (hotel) – What does it mean?
   a) help and service from hotel staff
   b) breakfast menu
   c) when the hotel closes
7. to request – What does it mean?
   a) to take without asking
   b) to pay for something
   c) to ask politely for something
8. a relaxing holiday – What is it?
   a) a holiday with no sleep
   b) a holiday where you rest and feel calm
   c) a holiday with many meetings
9. a butler – Who is this?
   a) a hotel worker who helps with personal service
   b) the driver of the taxi
   c) the person who sells tickets
10. a kind message – What is it?
    a) a rude note
    b) a bill from the hotel
    c) a nice note or words from someone
11. to be delighted – What does it mean?
    a) to be very happy
    b) to be very tired
    c) to be very angry
12. to consider a stay (hotel) – What does it mean?
    a) to decide to go home
    b) to think about staying in a hotel
    c) to ask for the bill
13. to be pleased – What does it mean?
    a) to feel bored
    b) to feel hungry
    c) to feel happy about something
14. to share – What does it mean?
    a) to give something to others
    b) to keep everything
    c) to hide something
15. on arrival – What does it mean?
    a) before leaving home
    b) when you come to the hotel
    c) when you check out
16. to assist – What does it mean?
    a) to watch
    b) to wait
    c) to help
17. luggage – What is it?
    a) hotel towels
    b) bags and suitcases for travel
    c) restaurant chairs
18. check-in process (hotel) – What is it?
    a) the steps when you arrive and get your room
    b) the hotel rules
    c) the breakfast menu

Answer Key

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

Correct answers:

1. to stay – to spend time in a place, like a hotel (b)
2. generally – usually, most of the time (a)
3. to expect – to think something will happen (c)
4. revised – changed to be better or more correct (b)
5. comfort (hotel) – the feeling of being relaxed and happy (c)
6. care (hotel) – help and service from hotel staff (a)
7. to request – to ask politely for something (c)
8. a relaxing holiday – a holiday where you rest and feel calm (b)
9. a butler – a hotel worker who helps with personal service (a)
10. a kind message – a nice note or words from someone (c)
11. to be delighted – to be very happy (a)
12. to consider a stay (hotel) – to think about staying in a hotel (b)
13. to be pleased – to feel happy about something (c)
14. to share – to give something to others (a)
15. on arrival – when you come to the hotel (b)
16. to assist – to help (c)
17. luggage – bags and suitcases for travel (b)
18. check-in process (hotel) – the steps when you arrive and get your room (a)

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

Multiple choice, one answer correct – part 2:

1. smooth –
a) easy and without problems
b) rough and difficult
c) messy

2. an arrangement –
a) a place to stay
b) a plan or preparation
c) a small gift

3. to enjoy a meal –
a) to cook food for someone
b) to eat food with pleasure
c) to wash dishes

4. snacks –
a) a type of drink
b) a big meal
c) small things to eat between meals

5. to serve drinks –
a) to clean glasses
b) to bring drinks to people
c) to buy drinks

6. at any time –
a) always, whenever you want
b) only in the morning
c) never

7. to ensure –
a) to forget something
b) to make sure something happens
c) to hide something

8. to be tidy –
a) to be loud
b) to be clean and in order
c) to be late

9. truly –
a) really
b) slowly
c) badly

10. to arrange –
a) to organize or plan something
b) to break something
c) to throw something

11. a unique experience –
a) a usual event
b) a special and different experience
c) a bad experience

12. a surprise –
a) something very usual
b) a problem
c) something unexpected

13. a celebration –
a) a happy event, like a birthday or wedding
b) a small gift
c) a loud noise

14. to respect –
a) to ignore someone
b) to shout at someone
c) to be polite and show care for others

15. to be attentive –
a) to listen and notice what people need
b) to be asleep
c) to run fast

16. to be intrusive –
a) to disturb or come too close without being asked
b) to help politely
c) to say thank you

17. to note –
a) to forget everything
b) to see or remember something important
c) to write a story

18. to be available –
a) to be busy all the time
b) to be far away
c) to be free to help

19. assistance –
a) money
b) help or support
c) a hotel room

20. to be at hand –
a) to be late
b) to be lost
c) to be close and ready to help

21. memorable –
a) something very special you will not forget
b) very small
c) very boring

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

_________________

Correct matches:

smooth – easy and without problems
an arrangement – a plan or preparation
to enjoy a meal – to eat food with pleasure
snacks – small things to eat between meals
to serve drinks – to bring drinks to people
at any time – always, whenever you want
to ensure – to make sure something happens
to be tidy – to be clean and in order
truly – really
to arrange – to organize or plan something
a unique experience – a special and different experience
a surprise – something you don’t expect
a celebration – a happy event, like a birthday or wedding
to respect – to be polite and show care for others
to be attentive – to listen and notice what people need
to be intrusive – to disturb or come too close without being asked
to note – to see or remember something important
to be available – to be free to help
assistance – help or support
to be at hand – to be close and ready to help
memorable – something very special you will not forget

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

Matching exercise:

Words:

1. to stay
2. generally
3. to expect
4. revised
5. comfort (hotel)
6. care (hotel)
7. to request
8. a relaxing holiday
9. a butler
10. a kind message
11. to be delighted
12. to consider a stay
13. to be pleased
14. to share
15. on arrival
16. to assist

Definitions:

a) a nice note or words from someone
b) usually, most of the time
c) changed to be better or more correct
d) a hotel worker who helps you personally
e) to give or tell something to others
f) when you arrive
g) the feeling of being relaxed and happy in a hotel
h) to help
i) a holiday where you rest and feel calm
j) to ask politely for something
k) to think about staying in a hotel
l) to feel happy about something
m) help and service from hotel staff
n) to spend time in a place
o) to be very happy
p) to think something will happen

_________________

Answers:
1n, 2b, 3p, 4c, 5g, 6m, 7j, 8i, 9d, 10a,
11o, 12k, 13l, 14e, 15f, 16h

_________________

to stay – that means to spend time in a place (n)
generally – that means usually, most of the time (b)
to expect – that means to think something will happen (p)
revised – that means changed to be better or more correct (c)
comfort (hotel) – that means the feeling of being relaxed and happy in a hotel (g)
care (hotel) – that means help and service from hotel staff (m)
to request – that means to ask politely for something (j)
a relaxing holiday – that means a holiday where you rest and feel calm (i)
a butler – that means a hotel worker who helps you personally (d)
a kind message – that means a nice note or words from someone (a)
to be delighted – that means to be very happy (o)
to consider a stay – that means to think about staying in a hotel (k)
to be pleased – that means to feel happy about something (l)
to share – that means to give or tell something to others (e)
on arrival – that means when you arrive (f)
to assist – that means to help (h)

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

Gap-fill exercise, fill in, words below:

delighted, tidy, assist, share, smooth,
luggage, stay, request, memorable, enjoy,
organize, comfortable, consider,
relax, ensure, smile

1. When you _______ at a hotel, the staff will help you with your luggage.
2. The check-in process is usually very _______ if the hotel is well organized.
3. A relaxing holiday is a good way to _______ after a busy year.
4. On arrival, the receptionist will give you your _______.
5. If you need something extra in your room, you can _______ it politely.
6. The hotel staff always try to make sure guests feel _______ and comfortable.
7. A butler can help you _______ your clothes and suitcases.
8. Many people feel _______ when they receive a kind message from the hotel.
9. Before you decide to stay, you might want to _______ the hotel online.
10. Hotels often provide snacks and drinks to help guests _______ their time.
11. The staff are there to _______ you whenever you need help.
12. When guests arrive, it is important to greet them with a _______.
13. Some guests like to _______ their experiences with friends or family.
14. The hotel wants to _______ that everything is ready for your stay.
15. After a long trip, it is nice to find your room clean and _______.
16. A well-organized hotel stay can be a _______ experience for guests.

___________________________

Correct sentences:

1. When you stay at a hotel, the staff will help you with your luggage.
2. The check-in process is usually very smooth if the hotel is well organized.
3. A relaxing holiday is a good way to relax after a busy year.
4. On arrival, the receptionist will give you your luggage.
5. If you need something extra in your room, you can request it politely.
6. The hotel staff always try to make sure guests feel comfortable and happy.
7. A butler can help you organize your clothes and suitcases.
8. Many people feel delighted when they receive a kind message from the hotel.
9. Before you decide to stay, you might want to consider the hotel online.
10. Hotels often provide snacks and drinks to help guests enjoy their time.
11. The staff are there to assist you whenever you need help.
12. When guests arrive, it is important to greet them with a smile.
13. Some guests like to share their experiences with friends or family.
14. The hotel wants to ensure that everything is ready for your stay.
15. After a long trip, it is nice to find your room clean and tidy.
16. A well-organized hotel stay can be a memorable experience for guests.

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

True or false:

1. The staff help guests with their luggage when they arrive.
2. Guests must clean their rooms themselves.
3. A relaxing holiday helps people feel calm after a busy year.
4. The check-in process is always slow and difficult.
5. Guests can request extra items in their room politely.
6. A butler can organize guests’ clothes and suitcases.
7. Guests are never greeted when they arrive at the hotel.
8. A kind message from the hotel can make guests feel delighted.
9. Guests cannot enjoy snacks and drinks provided by the hotel.
10. The hotel ensures that everything is ready for guests’ stay.
11. Guests are encouraged to share their experiences with friends or family.
12. The hotel staff ignore guests’ needs.
13. A well-organized hotel stay can be a memorable experience.
14. Guests have to carry their luggage to the room by themselves.
15. Guests always feel uncomfortable in a hotel.
16. Rooms are kept tidy and clean for guests.

___________________

True:
1, 3, 5, 6, 8, 10, 11, 13, 16

___________________

Full version:

1. The staff help guests with their luggage when they arrive.
2. Guests must clean their rooms themselves. True is: The staff help keep the rooms clean for guests.
3. A relaxing holiday helps people feel calm after a busy year.
4. The check-in process is always slow and difficult. True is: The check-in process is usually smooth and easy.
5. Guests can request extra items in their room politely.
6. A butler can organize guests’ clothes and suitcases.
7. Guests are never greeted when they arrive at the hotel. True is: Guests are greeted when they arrive.
8. A kind message from the hotel can make guests feel delighted.
9. Guests cannot enjoy snacks and drinks provided by the hotel. True is: Guests can enjoy snacks and drinks provided by the hotel.
10. The hotel ensures that everything is ready for guests’ stay.
11. Guests are encouraged to share their experiences with friends or family.
12. The hotel staff ignore guests’ needs. True is: The hotel staff assist guests and pay attention to their needs.
13. A well-organized hotel stay can be a memorable experience.
14. Guests have to carry their luggage to the room by themselves. True is: Staff or a butler help guests with their luggage.
15. Guests always feel uncomfortable in a hotel. True is: Guests usually feel comfortable in a hotel.
16. Rooms are kept tidy and clean for guests.

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

Complete, fill in, words below:

politely – organize – luggage – unique –
rooms – comfortable – whenever –
make sure – arrangements –
stay -experience –
at any time


_______________________

Interview with a Bensley Butler

1. Q: What is your job?
A: I am a butler at Bensley Hotel. I help guests and make their __________ comfortable.

2. Q: How do you help guests when they arrive?
A: I greet them with a smile and help them with their __________.

3. Q: Can you organize guests’ __________ ?
A: Yes, I organize clothes and suitcases and make sure everything is tidy.

4. Q: Do you serve drinks and snacks?
A: Yes, I serve drinks and snacks ___________ guests want.

5. Q: Are guests allowed to request extra items?
A: Yes, guests can request anything __________ and I provide it.

6. Q: Why do you help guests relax?
A: I make their stay relaxing and ensure they feel __________.

7. Q: Who do you share information with about the hotel?
A: I share information with guests about hotel services and __________.

8. Q: Do you assist with celebrations or surprises?
A: Yes, I help __________ celebrations or surprises for guests.

9. Q: How do you care about guests’ comfort?
A: I __________ guests feel happy and truly comfortable.

10. Q: Can guests share their __________ with you?
A: Yes, guests can share their thoughts or ideas with me.

11. Q: Are you always available for guests?
A: Yes, I am at hand to assist __________.

12. Q: What makes your job special?
A: I give a __________ experience and try to make every stay memorable.

______________________

Full version:

1. Q: What is your job?
A: I am a butler at Bensley Hotel. I help guests and make their stay comfortable.

2. Q: How do you help guests when they arrive?
A: I greet them with a smile and help them with their luggage.

3. Q: Can you organize guests’ rooms?
A: Yes, I organize clothes and suitcases and make sure everything is tidy.

4. Q: Do you serve drinks and snacks?
A: Yes, I serve drinks and snacks whenever guests want.

5. Q: Are guests allowed to request extra items?
A: Yes, guests can request anything politely, and I provide it.

6. Q: Why do you help guests relax?
A: I make their stay relaxing and ensure they feel comfortable.

7. Q: Who do you share information with about the hotel?
A: I share information with guests about hotel services and arrangements.

8. Q: Do you assist with celebrations or surprises?
A: Yes, I help organize celebrations or surprises for guests.

9. Q: How do you care about guests’ comfort?
A: I make sure guests feel happy and truly comfortable.

10. Q: Can guests share their experience with you?
A: Yes, guests can share their thoughts or ideas with me.

11. Q: Are you always available for guests?
A: Yes, I am at hand to assist at any time.

12. Q: What makes your job special?
A: I give a unique experience and try to make every stay memorable.

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

Read the follwing text:

I am a butler at a hotel.
My job is to help guests and make their stay comfortable.
When guests arrive, I greet them with a smile and help with their luggage.
I organize their clothes and suitcases and make sure the room is tidy.
Guests can request drinks, snacks, or other items, and I provide them.
I help guests relax and enjoy their holiday.
I share information about the hotel and assist with celebrations or surprises.
I am always at hand to help.
My job is special because I make every stay memorable.

————————
Rewrite the text starting with

>>>>>>>>>>>>>>He is a butler at a hotel.
>>>>>>>>>>>>>>His job………….

and make all changes necessary!

_________________

Correct version:

He is a butler at a hotel. His job is to help guests and make their stay comfortable. When guests arrive, he greets them with a smile and helps with their luggage. He organizes their clothes and suitcases and makes sure the room is tidy. Guests can request drinks, snacks, or other items, and he provides them. He helps guests relax and enjoy their holiday. He shares information about the hotel and assists with celebrations or surprises. He is always at hand to help. His job is special because he makes every stay memorable.

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

• the living spirit of Cambodia

Apsara is a traditional dance from Cambodia. It is one of the most famous parts of Cambodian culture. People love this dance because it tells stories in a very special way. The dancers wear beautiful, colorful costumes, and they look like angels or spirits. When they move, their hands and bodies are soft and slow, like poetry without words. Every movement has a meaning and shows feelings such as love, sadness, or joy.

The stories in Apsara usually come from Cambodian legends, old myths, or religious books like the Ramayana. These stories are very old and belong to the history and beliefs of the Cambodian people. Because of this, the dance is not only art but also a way to remember the past.

Apsara is more than entertainment. It is a symbol of Cambodia’s identity. It shows beauty, grace, and a connection with the spiritual world. Many Cambodians feel proud when they see the Apsara dance because it represents the richness of their culture.

Tourists who visit Cambodia often want to watch an Apsara performance. For them, it feels like traveling back in time. By watching the dance, they can understand Cambodian traditions and experience the magic of its history.

_______________________

Vocabulary:

• to explain – to make something clear so another person can understand
• revised – changed to be better or more correct
• part of a culture – something important in the life and traditions of a people
• to tell a story (stories) – to say or show what happens in an event, real or imaginary
• to wear a costume – to put on special clothes for a dance, play, or celebration
• colorful – having many bright colors
• an angel – a spirit from heaven, often shown with wings
• a spirit (figurative) – something like a ghost or special power, not a body
• to be soft – gentle, not hard or strong
• sadness – the feeling of being unhappy
• joy – a strong feeling of happiness
• a legend – an old story about heroes or special events, sometimes not true
• a myth – an old traditional story about gods or nature
• to belong – to be part of something
• a belief – something people think is true or have faith in
• art – creative work like music, painting, dance, or theater
• to remember – to keep something in your mind from the past
• entertainment – things people do for fun, like music, movies, or shows
• Cambodia’s identity – what makes Cambodia special and different from other countries
• beauty – something that looks very nice
• grace – moving in a beautiful and smooth way
• connection with a spiritual world – a link with things that are holy, religious, or not of this world
• to feel proud – to be happy about something you or your country has
• to represent – to show or stand for something
• a richness (culture) – many interesting and valuable things in culture
• to watch a performance – to look at a show like dance, theater, or music
• to travel back in time – to feel like you are in the past
• to experience the magic – to feel something very special, beautiful, or exciting

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

Multiple-choice, one answer correct – part 1:

1. What does to explain mean?
   a) To make something clear
   b) To forget something
   c) To ask a question
2. What does revised mean?
   a) Very old
   b) Changed to be better
   c) Easy to do
3. What is part of a culture?
   a) A problem in a country
   b) Something important in the life of a people
   c) A new idea
4. What does to tell a story mean?
   a) To play music
   b) To eat with friends
   c) To say or show events
5. What does to wear a costume mean?
   a) To put on special clothes for a dance or show
   b) To make a costume
   c) To buy clothes
6. What does colorful mean?
   a) Very quiet
   b) Having many bright colors
   c) Having no color
7. What is an angel?
   a) A person from the sea
   b) A type of music
   c) A spirit from heaven
8. What is a spirit (figurative)?
   a) A kind of food
   b) A teacher at school
   c) A special power or ghost, not a body
9. What does to be soft mean?
   a) Hard and strong
   b) Easy to break
   c) Gentle, not hard
10. What is sadness?
    a) The feeling of being hungry
    b) The feeling of being angry
    c) The feeling of being unhappy
11. What is joy?
    a) A strong feeling of happiness
    b) A small mistake
    c) A kind of game
12. What is a legend?
    a) An old story about heroes or events
    b) A story about gods and nature
    c) A new movie
13. What is a myth?
    a) A history book
    b) A true story from today
    c) An old traditional story about gods or nature
14. What does to belong mean?
    a) To lose something
    b) To be part of something
    c) To give something
15. What is a belief?
    a) Something people eat
    b) Something people sell
    c) Something people think is true
16. What is art?
    a) A kind of food
    b) Creative work like music, painting, or dance
    c) A place to live
17. What does to remember mean?
    a) To forget the past
    b) To write something down
    c) To keep something in your mind
18. What is entertainment?
    a) Something very difficult
    b) Work at a job
    c) Things people do for fun, like music or shows

Answer Key

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

1. To explain means to make something clear.
2. Revised means changed to be better.
3. Part of a culture means something important in the life of a people.
4. To tell a story means to say or show events.
5. To wear a costume means to put on special clothes for a dance or show.
6. Colorful means having many bright colors.
7. An angel is a spirit from heaven.
8. A spirit (figurative) is a special power or ghost, not a body.
9. To be soft means gentle, not hard.
10. Sadness is the feeling of being unhappy.
11. Joy is a strong feeling of happiness.
12. A legend is an old story about heroes or events.
13. A myth is an old traditional story about gods or nature.
14. To belong means to be part of something.
15. A belief is something people think is true.
16. Art is creative work like music, painting, or dance.
17. To remember means to keep something in your mind.
18. Entertainment is things people do for fun, like music or shows.

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

Multiple-choice, one answer correct – part 2:

1. Can you _______ this lesson so I understand it better?
   a) sleep
   b) explain
   c) eat
2. The teacher gave us a _______ version of the exercise.
   a) heavy
   b) soft
   c) revised
3. Music is an important _______ of many societies.
   a) part of a culture
   b) chair
   c) ball
4. My grandmother likes _______ stories about her childhood.
   a) to write
   b) to tell a story
   c) to run
5. For the play, the children had _______ to put on.
   a) to play football
   b) to wear a costume
   c) to eat a sandwich
6. The festival was very _______ with decorations and lights.
   a) boring
   b) colorful
   c) quiet
7. In the painting, the girl looks like _______ with wings.
   a) a dog
   b) an angel
   c) a table
8. Some people believe they can see _______ in old houses.
   a) a pencil
   b) a car
   c) a spirit
9. The pillow is very _______ and comfortable.
   a) soft
   b) to run fast
   c) to eat quickly
10. He felt _______ when he lost his favorite toy.
    a) a tree
    b) sadness
    c) a chair
11. She felt great _______ when she won the game.
    a) a rock
    b) joy
    c) a window
12. Hercules is a hero from _______.
    a) a legend
    b) a chair
    c) a pen
13. Zeus and other gods are from _______.
    a) a cat
    b) a dog
    c) a myth

__________________
Answers:

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

Full version:

1. Can you explain this lesson so I understand it better.
2. The teacher gave us a revised version of the exercise.
3. Music is an important part of a culture of many societies.
4. My grandmother likes to tell a story about her childhood.
5. For the play, the children had to wear a costume.
6. The festival was very colorful with decorations and lights.
7. In the painting, the girl looks like an angel with wings.
8. Some people believe they can see a spirit in old houses.
9. The pillow is very soft and comfortable.
10. He felt sadness when he lost his favorite toy.
11. She felt great joy when she won the game.
12. Hercules is a hero from a legend.
13. Zeus and other gods are from a myth.

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

True or false:

1. The dancers move gracefully, like angels or spirits from old Cambodian stories.
2. Apsara is only a dance and not a symbol of Cambodian identity.
3. Apsara stories are modern and not part of Cambodia’s history.
4. People in Cambodia are not proud of the Apsara dance.
5. Tourists in Cambodia often want to see Apsara.
6. The dancers move quickly and without grace.
7. Their movements are like poetry, showing feelings and telling tales without words.
8. Watching Apsara does not help understand Cambodia’s past.
9. Apsara is a traditional dance that comes from Cambodia.
10. When you watch Apsara, you see dancers wearing beautiful costumes.
11. These stories are part of Cambodia’s history and beliefs.
12. Apsara represents beauty, grace, and the spiritual world.
13. The stories told by Apsara are often from Cambodian mythology or ancient religious books like the Ramayana.
14. Apsara is not important in Cambodian culture.

______________________

True: 1,5,7,9,10,11,12,13
______________________
Full version:

1. The dancers move gracefully, like angels or spirits from old Cambodian stories.
2. Apsara is only a dance and not a symbol of Cambodian identity. True is: Apsara is more than just a dance—it is a symbol of Cambodian identity.
3. Apsara stories are modern and not part of Cambodia’s history. True is: The stories they tell are often from long ago, from Cambodian mythology or ancient religious books like the Ramayana.
4. People in Cambodia are not proud of the Apsara dance. True is: People in Cambodia are proud of their Apsara dance because it shows their culture’s richness and beauty.
5. Tourists in Cambodia often want to see Apsara.
6. The dancers move quickly and without grace. True is: They move gracefully, like angels or spirits from old Cambodian stories.
7. Their movements are like poetry, showing feelings and telling tales without words.
8. Watching Apsara does not help understand Cambodia’s past. True is: Watching the dance is a way to understand the country’s past and appreciate its traditions.
9. Apsara is a traditional dance that comes from Cambodia.
10. When you watch Apsara, you see dancers wearing beautiful costumes.
11. These stories are part of Cambodia’s history and beliefs.
12. Apsara represents beauty, grace, and the spiritual world.
13. The stories told by Apsara are often from Cambodian mythology or ancient religious books like the Ramayana.
14. Apsara is not important in Cambodian culture. True is: Apsara is very important in Cambodian culture because it tells stories in a special way.

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

Match the word with its definition:

Words:

1. to belong
2. joy
3. a spirit
4. to explain
5. sadness
6. beauty
7. colorful
8. a legend
9. part of a culture
10. to tell a story
11. an angel
12. to wear a costume
13. grace
14. a myth
15. to be soft
    

Definitions:

A. Something important in the life and traditions of a people
B. To put on special clothes for a dance, play, or celebration
C. A strong feeling of happiness
D. To make something clear so another person can understand
E. To be part of something
F. Gentle, not hard or strong
G. An old story about heroes or special events, sometimes not true
H. Something like a ghost or special power, not a body
I. Having many bright colors
J. A spirit from heaven, often shown with wings
K. A traditional or old story about gods or nature
L. To say or show what happens in an event, real or imaginary
M. The quality that makes something attractive or pleasing
N. A strong feeling of being unhappy
O. Smoothness and elegance in movement

Answers:

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

Full version:

To belong means to be part of something.

Joy is a strong feeling of happiness.

A spirit is something like a ghost or special power, not a body.

To explain means to make something clear so another person can understand.

Sadness is a strong feeling of being unhappy.

Beauty is the quality that makes something attractive or pleasing.

Colorful means having many bright colors.

A legend is an old story about heroes or special events, sometimes not true.

Part of a culture is something important in the life and traditions of a people.

To tell a story means to say or show what happens in an event, real or imaginary.

An angel is a spirit from heaven, often shown with wings.

To wear a costume means to put on special clothes for a dance, play, or celebration.

Grace is smoothness and elegance in movement.

A myth is a traditional or old story about gods or nature.

To be soft means gentle, not hard or strong.

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

Interview – fill in, words below:

angels – history – culture – traditional –
past – words – grace – stories –
back in time – costumes – books – watch

_____________________________

Interviewer: Hello! Can you tell us about Apsara?
Expert: Yes, Apsara is a__________ dance from Cambodia.

Interviewer: Why is Apsara important in Cambodia?
Expert: It is very important because it tells __________ in a special way.

Interviewer: What do people see when they watch Apsara?
Expert: They see dancers wearing beautiful __________.

Interviewer: How do the dancers move?
Expert: They move gracefully, like __________ or spirits from old Cambodian stories.

Interviewer: Do the dancers use __________ to tell the stories?
Expert: No, they show the stories with their movements, like poetry.

Interviewer: Where do the stories come from?
Expert: They come from Cambodian mythology and ancient religious __________ like the Ramayana.

Interviewer: Are the stories important in Cambodian culture?
Expert: Yes, they are part of Cambodia’s __________ and beliefs.

Interviewer: What does Apsara represent?
Expert: It represents beauty, __________, and the spiritual world.

Interviewer: Are people in Cambodia proud of Apsara?
Expert: Yes, people are proud because it shows the richness and beauty of their __________.

Interviewer: Do tourists like to see Apsara?
Expert: Yes, tourists often want to __________ the dance.

Interviewer: How does watching Apsara feel for the audience?
Expert: It is like traveling __________ and seeing the magic of ancient Cambodia.

Interviewer: What can people learn from Apsara?
Expert: They can understand Cambodia’s __________ and appreciate its traditions.

—————————————-

Full version:

Interviewer: Hello! Can you tell us about Apsara?
Expert: Yes, Apsara is a traditional dance from Cambodia.

Interviewer: Why is Apsara important in Cambodia?
Expert: It is very important because it tells stories in a special way.

Interviewer: What do people see when they watch Apsara?
Expert: They see dancers wearing beautiful costumes.

Interviewer: How do the dancers move?
Expert: They move gracefully, like angels or spirits from old Cambodian stories.

Interviewer: Do the dancers use words to tell the stories?
Expert: No, they show the stories with their movements, like poetry.

Interviewer: Where do the stories come from?
Expert: They come from Cambodian mythology and ancient religious books like the Ramayana.

Interviewer: Are the stories important in Cambodian culture?
Expert: Yes, they are part of Cambodia’s history and beliefs.

Interviewer: What does Apsara represent?
Expert: It represents beauty, grace, and the spiritual world.

Interviewer: Are people in Cambodia proud of Apsara?
Expert: Yes, people are proud because it shows the richness and beauty of their culture.

Interviewer: Do tourists like to see Apsara?
Expert: Yes, tourists often want to watch the dance.

Interviewer: How does watching Apsara feel for the audience?
Expert: It is like traveling back in time and seeing the magic of ancient Cambodia.

Interviewer: What can people learn from Apsara?
Expert: They can understand Cambodia’s past and appreciate its traditions.

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

• from training to daily work in a luxury hotel

Hello, my name is Sokunthea. I work in the spa of a big luxury hotel. Many people ask me what it takes to get this job and what my daily life looks like.

If you want to work in a hotel spa, you study massage therapy in a training school. You learn different techniques, like relaxing massage and foot massage. You also get a certificate, because hotels usually want people with training. You practice a lot and you improve your English, so you can speak with guests from many countries.

Now I work in the spa. I start in the morning. I check the rooms and I make sure everything is clean and ready. When guests arrive, I welcome them with a smile. I listen to what kind of massage they want and I make sure they feel comfortable. I prepare oils, towels, and music. During the massage, I give them a calm and relaxing time.

I also work with other spa staff. We help each other and we keep the place peaceful. At the end of the day, I clean up and I prepare for tomorrow.

Working in the spa is sometimes hard, but I like my job and I feel happy when guests feel good.
____________________

Vocabulary:

• Spa – a place where people go to relax, have massages, or beauty treatments.
• What it takes – the things you need to do or have to be successful in something.
• To get a job – to find work and start working.
• Daily life – the things you do every day, like working, eating, or going home.
• Massage therapy – special body treatment where someone uses their hands to relax your body and muscles.
• A training school – a place where you study and learn a skill, like massage.
• Different techniques (spa) – different ways or styles to give a massage or treatment.
• Relaxing – making you calm and not stressed.
• Foot (plural: feet) – the part of your body at the end of your leg.
• A certificate – an official paper that shows you finished a course or training.
• To practice – to do something many times so you get better at it.
• To improve – to make something better or become better.
• A country (plural: countries) – a place with its own land, people, and government.
• To check a room – to look at the room to see if everything is okay.
• To make sure – to look carefully so you know something is correct or good.
• To be clean – to have no dirt.
• To be ready – to be prepared to start.
• A smile – the happy look on your face when your mouth turns up.
• To feel comfortable – to feel relaxed and safe.
• To prepare – to get something ready.
• A towel – a piece of cloth you use to dry your body.
• Calm – quiet and relaxed, not worried.
• Relaxing – helping you to feel calm and peaceful.
• Staff – the people who work in a place, like a hotel or spa.
• Peaceful – very calm, quiet, and without stress.
• To clean up – to make a place tidy and clean.
• To feel good – to feel happy and healthy.

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

Multiple choice test , one answer correct:

1. A place where people go to relax and have massages is called a:
   a) Spa
   b) School
   c) Office
2. The things you need to do or have to be successful is:
   a) To get a job
   b) What it takes
   c) A towel
3. To find work and start working is:
   a) To improve
   b) To get a job
   c) To practice
4. The things you do every day, like working or eating, is:
   a) Daily life
   b) Relaxing
   c) Staff
5. A special body treatment using hands to relax muscles is:
   a) Massage therapy
   b) Certificate
   c) Calm
6. A place where you study and learn a skill is:
   a) A country
   b) A training school
   c) To check a room
7. Different ways or styles to give a massage are called:
   a) Relaxing
   b) Different techniques
   c) Peaceful
8. Making you calm and not stressed is:
   a) Relaxing
   b) To improve
   c) A smile
9. The part of your body at the end of your leg is:
   a) A towel
   b) Foot
   c) Staff
10. An official paper showing you finished a course is:
    a) A certificate
    b) Calm
    c) Daily life
11. To do something many times to get better is:
    a) To practice
    b) To prepare
    c) To clean up
12. To make something better or become better is:
    a) To improve
    b) To feel comfortable
    c) Spa
13. A place with its own land, people, and government is:
    a) Staff
    b) A country
    c) Relaxing
14. To look at the room to see if everything is okay is:
    a) To check a room
    b) Peaceful
    c) To get a job
15. To look carefully so you know something is correct is:
    a) To make sure
    b) To feel good
    c) A smile
16. To have no dirt is:
    a) To be clean
    b) Daily life
    c) Massage therapy
17. To be prepared to start is:
    a) To be ready
    b) Calm
    c) A towel
18. The happy look on your face when your mouth turns up is:
    a) A smile
    b) Relaxing
    c) Staff
19. To feel relaxed and safe is:
    a) To feel comfortable
    b) To prepare
    c) Spa
20. To get something ready is:
    a) To prepare
    b) Foot
    c) Peaceful
21. A piece of cloth you use to dry your body is:
    a) Different techniques
    b) To clean up
    c) A towel
22. Quiet and relaxed, not worried is:
    a) A certificate
    b) Massage therapy
    c) Calm
    ______________________________
23. Helping you to feel calm and peaceful is:
    a) To make sure
    b) Relaxing
    c) A country
24. The people who work in a place, like a hotel, are:
    a) Daily life
    b) To check a room
    c) Staff
25. Very calm, quiet, and without stress is:
    a) To feel good
    b) Peaceful
    c) Spa
26. To make a place tidy and clean is:
    a) To practice
    b) To clean up
    c) Relaxing
27. To feel happy and healthy is:
    a) Staff
    b) Calm
    c) To feel good

—————————

Full version – answers:

1. A spa is a place where people go to relax and have massages. (a)
2. “What it takes” means the things you need to do or have to be successful. (b)
3. To get a job means to find work and start working. (c)
4. Daily life is the things you do every day, is daily life. (a)
5. Massage therapy is a special body treatment using hands to relax muscles. (c)
6. A training school is a place where you study and learn a skill. (b)
7. Different techniques are different ways or styles to give a massage. (b)
8. Relaxing means making you calm and not stressed. (a)
9. A foot is the part of your body at the end of your leg. (b)
10. A certificate is an official paper showing you finished a course. (a)
11. To practice means to do something many times to get better. (a)
12. To improve means to make something better or become better. (a)
13. A country is a place with its own land, people, and government. (b)
14. To check a room means to look at the room to see if everything is okay. (a)
15. To make sure means to look carefully so you know something is correct. (a)
16. To be clean means to have no dirt. (a)
17. To be ready means to be prepared to start. (a)
18. A smile is the happy look on your face when your mouth turns up. (a)
19. To feel comfortable means to feel relaxed and safe. (a)
20. To prepare means to get something ready. (a)
21. A towel is a piece of cloth you use to dry your body. (c)
22. Calm means quiet and relaxed, not worried. (c)
23. Relaxing means helping you to feel calm and peaceful. (b)
24. Staff are the people who work in a place, like a hotel. (c)
25. Peaceful means very calm, quiet, and without stress. (b)
26. To clean up means to make a place tidy and clean. (b)
27. To feel good means to feel happy and healthy. (c)

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

Match the word to the definition

Words:

1. Spa
2. What it takes
3. To get a job
4. Daily life
5. Massage therapy
6. A training school
7. Different techniques
8. Relaxing
9. Foot
10. A certificate
11. To practice
12. To improve
13. A country

Definitions:
a. A special body treatment using hands to relax muscles
b. To do something many times to get better
c. A piece of land with its own people and government
d. Making you calm and not stressed
e. The things you do every day, like working or eating
f. An official paper showing you finished a course
g. The things you need to do or have to be successful
h. Different ways or styles to give a massage
i. To find work and start working
j. A part of your body at the end of your leg
k. A place where people go to relax and have massages
l. A place where you study and learn a skill
m. To make something better or become better

Answers:

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

_____________

Full version:

1. Spa is a place where people go to relax and have massages. (k)
2. What it takes means the things you need to do or have to be successful. (g)
3. To get a job means to find work and start working. (i)
4. Daily life is the things you do every day, like working or eating. (e)
5. Massage therapy is a special body treatment using hands to relax muscles. (a)
6. A training school is a place where you study and learn a skill. (l)
7. Different techniques are different ways or styles to give a massage. (h)
8. Relaxing means making you calm and not stressed. (d)
9. Foot is a part of your body at the end of your leg. (j)
10. A certificate is an official paper showing you finished a course. (f)
11. To practice means to do something many times to get better. (b)
12. To improve means to make something better or become better. (m)
13. A country is a piece of land with its own people and government. (c)

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

True or false?

1. She starts her work in the spa in the morning.
2. Guests usually bring their own oils and towels for the massage.
3. She listens to the guests and ensures they feel comfortable.
4. She only works alone and never with other staff.
5. She works together with other spa staff to keep the place peaceful.
6. She feels happy when guests feel good after their massage.
7. Sokunthea works in the spa of a big luxury hotel.
8. She never interacts with the guests directly.
9. She learned massage therapy at a training school.
10. At the end of the day, she leaves the rooms messy to save time.
11. She only gives massages and does not prepare music or oils.
12. She improves her English to speak with guests from many countries.
13. Sometimes her job can be hard, but she enjoys it.
14. She checks the rooms to make sure everything is clean and ready.

______________________

Answers:

1. She starts her work in the spa in the morning.
2. Guests usually bring their own oils and towels for the massage. False – the spa provides oils and towels for the guests.
3. She listens to the guests and ensures they feel comfortable.
4. She only works alone and never with other staff. False – she works together with other spa staff.
5. She works together with other spa staff to keep the place peaceful.
6. She feels happy when guests feel good after their massage.
7. Sokunthea works in the spa of a big luxury hotel.
8. She never interacts with the guests directly. False – she welcomes guests and talks with them about the massage.
9. She learned massage therapy at a training school.
10. At the end of the day, she leaves the rooms messy to save time. False – she cleans up and prepares for the next day.
11. She only gives massages and does not prepare music or oils. False – she also prepares oils, towels, and music for the massage.
12. She improves her English to speak with guests from many countries.
13. Sometimes her job can be hard, but she enjoys it.
14. She checks the rooms to make sure everything is clean and ready.

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

Match the words to the definition – again 😉

Words:

1. Spa
2. What it takes
3. To get a job
4. Daily life
5. Massage therapy
6. A training school
7. Different techniques
8. Relaxing
9. Foot
10. A certificate
11. To practice
12. To improve
13. A country
14. To be ready

Definitions:

a. A special body treatment using hands to relax muscles
b. To do something many times to get better
c. A piece of land with its own people and government
d. Making you calm and not stressed
e. The things you do every day, like working or eating
f. An official paper showing you finished a course
g. The things you need to do or have to be successful
h. Different ways or styles to give a massage
i. To find work and start working
j. A part of your body at the end of your leg
k. A place where people go to relax and have massages
l. A place where you study and learn a skill
m. To make something better or become better
n. To be prepared to start

Answers:

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

1. Spa is a place where people go to relax and have massages. (k)
2. What it takes means the things you need to do or have to be successful. (g)
3. To get a job means to find work and start working. (i)
4. Daily life is the things you do every day, like working or eating. (e)
5. Massage therapy is a special body treatment using hands to relax muscles. (a)
6. A training school is a place where you study and learn a skill. (l)
7. Different techniques are different ways or styles to give a massage. (h)
8. Relaxing means making you calm and not stressed. (d)
9. Foot is a part of your body at the end of your leg. (j)
10. A certificate is an official paper showing you finished a course. (f)
11. To practice means to do something many times to get better. (b)
12. To improve means to make something better or become better. (m)
13. A country is a piece of land with its own people and government. (c)
14. To be ready means to be prepared to start. (n)

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

Interview with Sokunthea, fill in, words below:

smile – massage – clean – training –
guests – spa – techniques – morning –
study – staff – countries – towels

___________________________

Q1: Where do you work?
A1: I work in the __________ of a big luxury hotel.

Q2: What do you study to get this job?
A2: I __________ massage therapy in a training school.

Q3: What do you learn there?
A3: I learn different __________, like relaxing massage and foot massage.

Q4: Do you get a certificate?
A4: Yes, I get a certificate because hotels want people with __________.

Q5: How do you practice?
A5: I practice a lot to get better at _________.

Q6: Why do you improve your English?
A6: I improve my English to speak with guests from many __________.

Q7: When do you start your work in the spa?
A7: I start in the __________

Q8: What do you do first?
A8: I check the rooms and make sure everything is __________ and ready.

Q9: How do you welcome guests?
A9: I welcome them with a __________.

Q10: What do you prepare for the massage?
A10: I prepare oils, __________, and music.

Q11: How do you work with other staff?
A11: I work with other spa __________ and we keep the place peaceful.

Q12: How do you feel about your job?
A12: I feel happy when __________ feel good.

__________________
Full version:

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

Can you answer these questions:

1. Where does Sokunthea work?
2. What does she study to get her job?
3. What techniques does she learn in training school?
4. Does she get a certificate after her training?
5. Why does she improve her English?
6. When does she start her work in the spa?
7. What does she do first in the morning?
8. How does she welcome the guests?
9. What does she prepare for the massage?
10. How does she feel when the guests feel good?

_________________________

Answers:

1. Where does Sokunthea work?
   She works in the spa of a big luxury hotel.
2. What does she study to get her job?
   She studies massage therapy in a training school.
3. What techniques does she learn in training school?
   She learns relaxing massage and foot massage.
4. Does she get a certificate after her training?
   Yes, she gets a certificate because hotels want people with training.
5. Why does she improve her English?
   She improves her English to speak with guests from many countries.
6. When does she start her work in the spa?
   She starts her work in the morning.
7. What does she do first in the morning?
   She checks the rooms and makes sure everything is clean and ready.
8. How does she welcome the guests?
   She welcomes the guests with a smile.
9. What does she prepare for the massage?
   She prepares oils, towels, and music.
10. How does she feel when the guests feel good?
    She feels happy when the guests feel good.

• grow with us as an Assistant Front Office Manager in a luxury environment.

A luxury hotel expects an Assistant Front Office Manager to be professional, reliable, and very guest-focused. The main quality is excellent communication, both face-to-face and on the phone. Guests in a five-star hotel often have special requests, so the Assistant Manager must listen carefully, respond politely, and make sure every detail is correct.

Strong leadership skills are also important. The Assistant Front Office Manager supports the Front Office Manager by supervising the reception, concierge, and bell team. They must be able to motivate staff, give clear instructions, and solve small conflicts in a positive way. Good teamwork is needed, because this role works closely with housekeeping, reservations, and other departments.

Problem-solving is another key quality. Guests may have complaints about rooms, payments, or services. The Assistant Manager should remain calm, think quickly, and find a solution that makes the guest happy while protecting hotel standards.

Attention to detail is essential. The Assistant Manager checks bookings, VIP arrivals, and daily reports. They also need good computer and system skills.

Finally, flexibility and a positive attitude are highly valued. The Assistant Front Office Manager often works shifts, including weekends and holidays, and must always show a smart appearance and warm hospitality.

_______________________

Vocabulary:

• to grow (in a job) – to learn more and become better at your work
• an environment – the place or situation where you live or work
• to expect – to think something will happen
• to be reliable – people can trust you to do your job well
• to be guest-focused – to think first about what guests need and want
• communication – giving and sharing information by talking, writing, or email
• face-to-face – talking to someone in person, not on the phone
• a request – when someone asks for something
• to respond politely – to answer in a kind and respectful way
• to make sure – to check that something is correct
• leadership skills – the ability to guide and help a team
• to support – to help someone in their work
• to supervise – to watch over people’s work and guide them
• a concierge – a hotel worker who helps guests with special services, like taxis or tickets
• the bell team (hotel) – staff who help with luggage and show guests to their rooms
• to motivate – to make people feel positive and ready to work
• to give instructions – to tell people what to do
• to solve conflicts – to fix problems between people
• a role – a job or position in a team
• housekeeping – the hotel department that cleans rooms and public areas
• a department (in a hotel) – a part of the hotel with a special job, like front office or housekeeping
• a key quality – an important characteristic of a person
• a complaint – when a guest says they are not happy with something
• a payment – money given for a service
• to remain calm – to stay relaxed and not get upset
• a solution – a way to fix a problem
• to protect – to keep something safe
• attention to detail – being careful with small things
• to be essential – to be very important
• flexibility – the ability to work at different times or do different tasks
• a positive attitude – being cheerful and ready to help
• to be highly valued – people think something is very important
• to work shifts – to work at different times of the day, like morning or night
  ———————-
• a smart appearance – looking neat and professional
• warm hospitality – being very friendly and welcoming to guests

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

Multiple-choice test, only one answer correct – part 1:

1. What does to grow (in a job) mean?
   a) To learn more and become better at your work
   b) To leave the job
   c) To stay the same
2. What is an environment?
   a) A type of plant
   b) The place or situation where you live or work
   c) A hotel department
3. What does to expect mean?
   a) To do something quickly
   b) To teach someone
   c) To think something will happen
4. What does to be reliable mean?
   a) People can trust you to do your job well
   b) To speak politely
   c) To solve a problem
5. What does to be guest-focused mean?
   a) To work with plants
   b) To think first about what guests need and want
   c) To clean rooms
6. What is communication?
   a) Paying guests
   b) Giving and sharing information by talking, writing, or email
   c) Supervising staff
7. What does face-to-face mean?
   a) Talking to someone in person, not on the phone
   b) Writing an email
   c) Working alone
8. What is a request?
   a) A department
   b) A problem at the hotel
   c) When someone asks for something
9. What does to respond politely mean?
   a) To stay calm
   b) To answer in a kind and respectful way
   c) To supervise staff
10. What does to make sure mean?
    a) To leave work early
    b) To check that something is correct
    c) To clean a room
11. What are leadership skills?
    a) A hotel department
    b) The ability to guide and help a team
    c) A guest complaint
12. What does to support mean?
    a) To complain
    b) To help someone in their work
    c) To motivate yourself only
13. What does to supervise mean?
    a) To watch over people’s work and guide them
    b) To leave work
    c) To make a payment
14. What is a concierge?
    a) A hotel worker who helps guests with special services
    b) A payment
    c) A team leader
15. What is the bell team (hotel)?
    a) A hotel office
    b) Staff who help with luggage and show guests to their rooms
    c) The cleaning staff
16. What does to motivate mean?
    a) To stay calm
    b) To answer politely
    c) To make people feel positive and ready to work
17. What does to give instructions mean?
    a) To request something
    b) To tell people what to do
    c) To make a payment
    ———————
18. What does to solve conflicts mean?
    a) To clean rooms
    b) To fix problems between people
    c) To supervise staff

_______________

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

_________________

Full version:

1. To grow in a job means to learn more and become better at your work.
2. An environment is the place or situation where you live or work.
3. To expect means to think that something will happen.
4. To be reliable means that people can trust you to do your job well.
5. To be guest-focused means to think first about what guests need and want.
6. Communication is giving and sharing information by talking, writing, or email.
7. Face-to-face means talking to someone in person, not on the phone.
8. A request is when someone asks for something.
9. To respond politely means to answer in a kind and respectful way.
10. To make sure means to check that something is correct.
11. Leadership skills are the ability to guide and help a team.
12. To support means to help someone in their work.
13. To supervise means to watch over people’s work and guide them.
14. A concierge is a hotel worker who helps guests with special services.
15. The bell team in a hotel are staff who help with luggage and show guests to their rooms.
16. To motivate means to make people feel positive and ready to work.
17. To give instructions means to tell people what to do.
18. To solve conflicts means to fix problems between people.

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

Multiple-choice test, only one answer correct – part 2:

1. What is a role?
   a) A job or position in a team
   b) Staff who clean rooms
   c) Money given for a service
2. What is housekeeping?
   a) A positive attitude
   b) The hotel department that cleans rooms
   c) A hotel department for paperwork
3. What is a department (in a hotel)?
   a) To fix a problem
   b) Being cheerful and ready to help
   c) A part of the hotel with a special job
4. What is a key quality?
   a) To protect something
   b) An important characteristic of a person
   c) To give instructions
5. What is a complaint?
   a) Looking neat and professional
   b) When a guest says they are not happy with something
   c) A hotel office
6. What is a payment?
   a) Money given for a service
   b) To check that something is correct
   c) To stay relaxed and not get upset
7. What does to remain calm mean?
   a) To lead a team
   b) To stay relaxed and not get upset
   c) To motivate staff
8. What is a solution?
   a) To clean rooms
   b) To fix a problem
   c) To watch over staff
9. What does to protect mean?
   a) To speak politely
   b) To respond politely
   c) To keep something safe
10. What is attention to detail?
    a) Being careful with small things
    b) Working shifts at different times
    c) To motivate staff
11. What does to be essential mean?
    a) To help someone in their work
    b) To be very important
    c) To respond politely
12. What is flexibility?
    a) A department in a hotel
    b) The ability to work at different times or do different tasks
    c) To check bookings
13. What is a positive attitude?
    a) To remain calm
    b) Being cheerful and ready to help
    c) To speak face-to-face politely
14. What does to be highly valued mean?
    a) To motivate staff
    b) People think something is very important
    c) To protect guests’ data
15. What does to work shifts mean?
    a) Looking neat and professional
    b) To work at different times of the day
    c) To give instructions
16. What is a smart appearance?
    a) Looking neat and professional
    b) To solve conflicts
    c) To respond politely
17. What is warm hospitality?
    a) To protect guests’ data
    b) To motivate staff
    c) Being very friendly and welcoming to guests
    ————————
18. What is a concierge?
    a) Staff who clean rooms
    b) A hotel manager
    c) A hotel worker who helps guests with special services.

___________________
Answers:

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

_______________________

Full version:

1. A role is a job or position in a team.
2. Housekeeping is the hotel department that cleans rooms.
3. A department in a hotel is a part of the hotel with a special job.
4. A key quality is an important characteristic of a person.
5. A complaint is when a guest says they are not happy with something.
6. A payment is money given for a service.
7. To remain calm means to stay relaxed and not get upset.
8. A solution is a way to fix a problem.
9. To protect means to keep something safe.
10. Attention to detail is being careful with small things.
11. To be essential means to be very important.
12. Flexibility is the ability to work at different times or do different tasks.
13. A positive attitude is being cheerful and ready to help.
14. To be highly valued means that people think something is very important.
15. To work shifts means to work at different times of the day.
16. A smart appearance is looking neat and professional.
17. Warm hospitality is being very friendly and welcoming to guests.
18. A concierge is a hotel worker who helps guests with special services.

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

True or false?

1. Housekeeping staff are responsible for preparing invoices in the story.
2. To remain calm means to stay relaxed even in a difficult situation.
3. In the story, the assistant manager motivates the front office team.
4. A key quality is an unimportant characteristic of a person.
5. The bell team shows guests to their rooms and helps with luggage.
6. Guests at the hotel always have to carry their own luggage.
7. Warm hospitality is being friendly and welcoming to guests.
8. To respond politely means to ignore a guest’s request.
9. To be reliable means people can trust you to do your job well.
10. The story shows that a positive attitude is not important for hotel staff.
11. Attention to detail means not caring about small mistakes.
12. The assistant manager handles guest complaints and finds solutions.
13. Flexibility is the ability to work only at one specific time.
14. Leadership skills help a manager guide and support their team.
15. A payment is money given for a service.
16. The story describes the concierge ignoring guest requests.
17. To grow in a job means to learn and improve your skills over time.
18. A concierge helps guests with services like tickets or taxis.
19. Communication is not important for hotel staff when dealing with guests.
20. A positive attitude is being cheerful and ready to help.
    
    
    True: 2,3, 5,7,9,12,14,15,17,18,20
    _____________________
    

________________________

Correct version:

1. Housekeeping staff are responsible for preparing invoices in the story. They are not; they clean rooms and public areas. F
2. To remain calm means to stay relaxed even in a difficult situation. T
3. In the story, the assistant manager motivates the front office team. T
4. A key quality is an unimportant characteristic of a person. It is actually an important characteristic of a person. F
5. The bell team shows guests to their rooms and helps with luggage. T
6. Guests at the hotel always have to carry their own luggage. They do not; the bell team assists them. F
7. Warm hospitality is being friendly and welcoming to guests. T
8. To respond politely means to ignore a guest’s request. It actually means to answer guests in a kind and respectful way. F
9. To be reliable means people can trust you to do your job well. T
10. The story shows that a positive attitude is not important for hotel staff. A positive attitude is important for hotel staff to provide good service. F
11. Attention to detail means not caring about small mistakes. It actually means being careful with small mistakes. F
12. The assistant manager handles guest complaints and finds solutions. T
13. Flexibility is the ability to work only at one specific time. It actually means the ability to work at different times or do different tasks. F
14. Leadership skills help a manager guide and support their team. T
15. A payment is money given for a service. T
16. The story describes the concierge ignoring guest requests. The concierge actually helps guests and does not ignore requests. F
17. To grow in a job means to learn and improve your skills over time. T
18. A concierge helps guests with services like tickets or taxis. T
19. Communication is not important for hotel staff when dealing with guests. It actually is important for hotel staff when dealing with guests. F
20. A positive attitude is being cheerful and ready to help. T

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

Gap-fill sentences, one answer correct:

1. The assistant manager always tries to ______ the team.
   a) motivate
   b) ignore
   c) cancel
2. Housekeeping staff ______ the rooms every day.
   a) fix
   b) clean
   c) buy
3. A concierge helps guests with ______ like tickets or taxis.
   a) services
   b) complaints
   c) payments
4. To remain calm means to stay ______ in difficult situations.
   a) nervous
   b) relaxed
   c) angry
5. Attention to detail means being careful with ______.
   a) small mistakes
   b) large furniture
   c) money only
6. Warm hospitality is being ______ and welcoming to guests.
   a) friendly
   b) quiet
   c) strict
7. Guests do not have to carry their luggage; the bell team ______ it.
   a) ignores
   b) carries
   c) breaks
8. Flexibility means you can work at different ______ or do different tasks.
   a) times
   b) hotels
   c) clothes
9. Leadership skills help a manager ______ the team.
   a) cancel
   b) hide
   c) guide
10. To respond politely means to answer guests in a ______ way.
    a) kind
    b) rude
    c) fast
11. To be reliable means people can ______ you to do your job well.
    a) avoid
    b) forget
    c) trust
12. A key quality of a hotel worker is being ______.
    a) important
    b) lazy
    c) careful
13. A payment is ______ given for a service.
    a) money
    b) time
    c) equipment
14. To grow in a job means to learn more and ______ better.
    a) stay
    b) become
    c) ignore

——————————
Answers:

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

__________________

Full version:

1. The assistant manager always tries to motivate the team. a
2. Housekeeping staff clean the rooms every day. b
3. A concierge helps guests with services like tickets or taxis. a
4. To remain calm means to stay relaxed in difficult situations. b
5. Attention to detail means being careful with small mistakes. a
6. Warm hospitality is being friendly and welcoming to guests. a
7. Guests do not have to carry their luggage; the bell team carries it. b
8. Flexibility means you can work at different times or do different tasks. a
9. Leadership skills help a manager guide the team. c
10. To respond politely means to answer guests in a kind way. a
11. To be reliable means people can trust you to do your job well. c
12. A key quality of a hotel worker is being careful. c
13. A payment is money given for a service. a
14. To grow in a job means to learn more and become better. b

################
Fill in, words below:

money – friendly – motivates –
attention – guide – skills –
grow – tickets – qualities – luggage

The text is about important jobs and __________in a hotel.
The assistant manager __________ the team, and housekeeping staff clean the rooms.
The concierge helps guests with services like __________ or taxis.
Hotel staff should stay relaxed, be careful, and pay __________ to small details.
Warm hospitality means being __________ and welcoming.
The bell team carries guests’ __________.
Flexibility and leadership skills help staff work well and __________the team.
Staff must respond politely, be reliable, and __________in their job.
Payments are __________ given for services.
Key __________ are important for good work.

—————————-

Correct version:

The text is about important jobs and skills in a hotel. The assistant manager motivates the team, and housekeeping staff clean the rooms. The concierge helps guests with services like tickets or taxis. Hotel staff should stay relaxed, be careful, and pay attention to small details. Warm hospitality means being friendly and welcoming. The bell team carries guests’ luggage. Flexibility and leadership skills help staff work well and guide the team. Staff must respond politely, be reliable, and grow in their job. Payments are money given for services. Key qualities are important for good work.
##############

Interview with GM about qualities of assistant front desk manager –
fill in:

reliable – small – quality – job –
politely – motivate – guests –
problems – skills – happy –
different – grow
—————————

GM: What is the main job of the Assistant Front Desk Manager?
Staff: The main __________ is to support the front desk team.

GM: How should they treat __________?
Staff: They should be polite and friendly.

GM: Why is it important to be __________?
Staff: Guests and staff can trust them to do their work well.

GM: What about communication?
Staff: They must speak clearly and respond __________to everyone.

GM: How should they handle __________?
Staff: They should stay calm and find a solution.

GM: What is attention to detail?
Staff: It means to be careful with __________ things.

GM: Why is warm hospitality important?
Staff: It helps guests feel welcome and _________.

GM: What does flexibility mean?
Staff: They can work at __________ times and do different tasks.

GM: How should they work with the team?
Staff: They should __________ and guide the staff.

GM: What is a key __________ for this role?
Staff: To be careful, polite, and reliable.

GM: How can they __________ in their job?
Staff: By learning more and doing their work better.

GM: Why are leadership __________needed?
Staff: To support the team and solve conflicts when needed.
————————————–

Full version:

GM: What is the main job of the Assistant Front Desk Manager?
Staff: The main job is to support the front desk team.

GM: How should they treat guests?
Staff: They should be polite and friendly.

GM: Why is it important to be reliable?
Staff: Guests and staff can trust them to do their work well.

GM: What about communication?
Staff: They must speak clearly and respond politely to everyone.

GM: How should they handle problems?
Staff: They should stay calm and find a solution.

GM: What is attention to detail?
Staff: It means to be careful with small things.

GM: Why is warm hospitality important?
Staff: It helps guests feel welcome and happy.

GM: What does flexibility mean?
Staff: They can work at different times and do different tasks.

GM: How should they work with the team?
Staff: They should motivate and guide the staff.

GM: What is a key quality for this role?
Staff: To be careful, polite, and reliable.

GM: How can they grow in their job?
Staff: By learning more and doing their work better.

GM: Why are leadership skills needed?
Staff: To support the team and solve conflicts when needed.

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