• Helping people, learning skills, and speaking English along the way

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WARNING: NOT EASY

My name is Ly, and I am 15 years old. I want to work at the front desk in the future because I like meeting new people and helping them. I enjoy talking to guests and making sure they have a good experience. I think it is very important to be friendly, polite, and organized in this job.

I know I need some qualifications to work at the front desk. First, I need good communication skills to speak clearly with guests and answer their questions. Second, I need basic computer skills to use booking systems and manage reservations. Some hotels or businesses also ask for a short course or certificate in customer service. To get these skills, I practice speaking politely with my teachers, friends, and family. I also learn computer programs and try online tutorials about hotel or booking systems.

English is very important for this job because many guests speak English. If I can speak English well, I can help more people and make them feel welcome. I study English at school and practice by reading, watching shows, and speaking with friends.

Working at the front desk is exciting because I can meet different people, use my skills, and learn new things every day. I hope I can do this job in the future.

_____________________________

Vocabulary:

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• to enjoy – to like something or feel happy when you do it
• to make sure – to check or do something so it is correct or safe
• an experience – something you do or see that teaches you or gives you feelings
• to be polite – to say and do nice things to show respect to people
• to be organized – to keep things in order and plan well
• a qualification – a skill, course, or certificate that shows you can do a job
• communication skills – the ability to speak, listen, and write clearly to other people
• to manage reservations – to organize bookings or appointments for people
• a course – a class or program where you learn something
• a certificate – a paper that shows you finished a course or learned a skill
• customer service – helping and supporting people who buy or use something
• to speak politely – to use nice words and a good tone when talking to people
• a tutorial – a lesson or guide that teaches you how to do something
• to be exciting – to make you feel happy, interested, or full of energy

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Match the word with the correct definition.

Words:

1. to enjoy
2. to make sure
3. an experience
4. to be polite
5. to be organized
6. a qualification
7. communication skills
8. to manage reservations
9. a course
10. a certificate
11. customer service
12. to speak politely
13. a tutorial
14. to be exciting

Definitions:

A. a paper that shows you finished a course or learned a skill
B. helping and supporting people who buy or use something
C. something you do or see that teaches you or gives you feelings
D. to like something or feel happy when you do it
E. a lesson or guide that teaches you how to do something
F. the ability to speak, listen, and write clearly to other people
G. to organize bookings or appointments for people
H. to check or do something so it is correct or safe
I. to keep things in order and plan well
J. to say and do nice things to show respect to people
K. a class or program where you learn something
L. to use nice words and a good tone when talking to people
M. to make you feel happy, interested, or full of energy
N. a skill, course, or certificate that shows you can do a job

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________________________

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

Correct version:

• to enjoy – to like something or feel happy when you do it
• to make sure – to check or do something so it is correct or safe
• an experience – something you do or see that teaches you or gives you feelings
• to be polite – to say and do nice things to show respect to people
• to be organized – to keep things in order and plan well
• a qualification – a skill, course, or certificate that shows you can do a job
• communication skills – the ability to speak, listen, and write clearly to other people
• to manage reservations – to organize bookings or appointments for people
• a course – a class or program where you learn something
• a certificate – a paper that shows you finished a course or learned a skill
• customer service – helping and supporting people who buy or use something
• to speak politely – to use nice words and a good tone when talking to people
• a tutorial – a lesson or guide that teaches you how to do something
• to be exciting – to make you feel happy, interested, or full of energy

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Comprehension questions

1. How old is Ly?
2. What job does Ly want in the future?
3. Why does Ly want to work at the front desk?
4. Name two qualities Ly thinks are important for front desk work.
5. What skills does Ly need to talk to guests?
6. What computer skill does Ly need for the job?
7. What kind of course or certificate might help Ly get the job?
8. Who does Ly practice speaking politely with?
9. How does Ly practice English outside school?
10. Why is English important for Ly’s job?
11. What does Ly enjoy about meeting new people?
12. What can Ly learn from working at the front desk?
13. What does Ly hope to do in the future?
14. Name one thing Ly uses to learn about hotel booking systems.
15. How does Ly try to be organized?

Vocabulary Questions

16. What does “to enjoy” mean in the text?
17. What does “to make sure” mean in the text?
18. What is “an experience” in the text?
19. What does “to be polite” mean in the text?
20. What is a “qualification” in the text?
21. What does “customer service” mean in the text?
22. What is a “certificate” in the text?
23. What does “to manage reservations” mean?
24. What is a “tutorial”?
25. What does “to be exciting” mean in the text?

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________________________

Answers:

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Comprehension Questions

1. How old is Ly? – 15 years old
2. What job does Ly want in the future? – To work at the front desk
3. Why does Ly want to work at the front desk? – Because he likes meeting new people and helping them
4. Name two qualities Ly thinks are important for front desk work. – Friendly, polite, organized (any two)
5. What skills does Ly need to talk to guests? – Good communication skills
6. What computer skill does Ly need for the job? – Basic computer skills to use booking systems
7. What kind of course or certificate might help Ly get the job? – A short course or certificate in customer service or hospitality
8. Who does Ly practice speaking politely with? – Teachers, friends, and family
9. How does Ly practice English outside school? – By reading, watching shows, and speaking with friends
10. Why is English important for Ly’s job? – Many guests speak English, and he wants to communicate effectively
11. What does Ly enjoy about meeting new people? – Helping them and making sure they have a good experience
12. What can Ly learn from working at the front desk? – New things about hospitality and customer service
13. What does Ly hope to do in the future? – Work at the front desk
14. Name one thing Ly uses to learn about hotel booking systems. – Online tutorials
15. How does Ly try to be organized? – By planning well and keeping things in order

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Vocabulary Questions

16. What does “to enjoy” mean in the text? – To like something or feel happy when you do it
17. What does “to make sure” mean in the text? – To check or do something so it is correct or safe
18. What is “an experience” in the text? – Something you do or see that teaches you or gives you feelings
19. What does “to be polite” mean in the text? – To say and do nice things to show respect to people
20. What is a “qualification” in the text? – A skill, course, or certificate that shows you can do a job
21. What does “customer service” mean in the text? – Helping and supporting people who buy or use something
22. What is a “certificate”? – A paper that shows you finished a course or learned a skill
23. What does “to manage reservations” mean? – To organize bookings or appointments for people
24. What is a “tutorial”? – A lesson or guide that teaches you how to do something
25. What does “to be exciting” mean in the text? – To make you feel happy, interested, or full of energy

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Answer in complete sentences:

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1. Is Ly 15 or 16 years old?
2. Does he want to work at the front desk or in a shop?
3. Does Ly like staying at home or meeting new people?
4. Is it important to be lazy or to be friendly for this job?
5. Is it important to be messy or to be organized?
6. Does Ly need communication skills or cooking skills for this job?
7. Does he need advanced computer skills or basic computer skills?
8. Can a short course or certificate help Ly or not help him?
9. Does Ly practice speaking politely with strangers or with teachers?
10. Does he study English at home only or at school?
11. Is English important because many guests speak it or because he likes watching shows?
12. Does Ly enjoy ignoring guests or helping guests?
13. Can he learn new things by working at the front desk or by sleeping?
14. Does he use books or online tutorials to learn about booking systems?
15. Is customer service about selling things or helping people?
16. Should you speak rudely or politely to guests?
17. Does Ly hope to work at the front desk now or in the future?
18. Is a certificate a test result or a paper that shows a skill?
19. Does “to enjoy” mean to dislike something or to like something?
20. Does “to make sure” mean to check something or to ignore something?

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_______________________

Correct answers:

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1. Is Ly 15 or 16 years old? – Ly is 15 years old.
2. Does he want to work at the front desk or in a shop? – He wants to work at the front desk.
3. Does Ly like staying at home or meeting new people? – Ly likes meeting new people.
4. Is it important to be lazy or to be friendly for this job? – It is important to be friendly.
5. Is it important to be messy or to be organized? – It is important to be organized.
6. Does Ly need communication skills or cooking skills for this job? – Ly needs communication skills.
7. Does he need advanced computer skills or basic computer skills? – He needs basic computer skills.
8. Can a short course or certificate help Ly or not help him? – A short course or certificate can help Ly.
9. Does Ly practice speaking politely with strangers or with teachers? – He practices speaking politely with teachers.
10. Does he study English at home only or at school? – He studies English at school.
11. Is English important because many guests speak it or because he likes watching shows? – English is important because many guests speak it.
12. Does Ly enjoy ignoring guests or helping guests? – Ly enjoys helping guests.
13. Can he learn new things by working at the front desk or by sleeping? – He can learn new things by working at the front desk.
14. Does he use books or online tutorials to learn about booking systems? – He uses online tutorials to learn about booking systems.
15. Is customer service about selling things or helping people? – Customer service is about helping people.
16. Should you speak rudely or politely to guests? – You should speak politely to guests.
17. Does Ly hope to work at the front desk now or in the future? – He hopes to work at the front desk in the future.
18. Is a certificate a test result or a paper that shows a skill? – A certificate is a paper that shows a skill.
19. Does “to enjoy” mean to dislike something or to like something? – “To enjoy” means to like something.
20. Does “to make sure” mean to check something or to ignore something? – “To make sure” means to check something.

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True or false:

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1. Ly is 15 years old.
2. He wants to work in a shop.
3. Ly likes meeting new people.
4. Being polite is important for his job.
5. Ly needs cooking skills for the front desk.
6. He studies English at school.
7. Ly practices speaking politely only with friends.
8. A certificate is a test result.
9. Ly uses online tutorials to learn about booking systems.
10. Customer service is about helping guests.
11. Ly hopes to work at the front desk in the future.
12. He wants to ignore guests at work.
13. Being organized is unimportant for front desk work.
14. Ly enjoys staying at home more than helping guests.
15. He needs advanced computer skills for the job.
16. Ly learns about booking systems from magazines.
17. A short course or certificate can help him in his future job.
18. Ly wants to work at the restaurant.
19. Working at the front desk can help Ly learn new things.
20. English is important because many guests speak it.

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__________________________

True: 1,3,4,6,9,10,11,17,19,20

__________________________

Correct version:

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1. Ly is 15 years old.
2. He wants to work in a shop. True is: He wants to work at the front desk.
3. Ly likes meeting new people.
4. Being polite is important for his job.
5. Ly needs cooking skills for the front desk. True is: He needs communication and computer skills for the front desk.
6. He studies English at school.
7. Ly practices speaking politely only with friends. True is: He practices speaking politely with teachers and others.
8. A certificate is a test result. True is: A certificate shows that someone has finished a course or learned a skill.
9. Ly uses online tutorials to learn about booking systems.
10. Customer service is about helping guests.
11. Ly hopes to work at the front desk in the future.
12. He wants to ignore guests at work. True is: He wants to help guests at work.
13. Being organized is unimportant for front desk work. True is: Being organized is important for front desk work.
14. Ly enjoys staying at home more than helping guests. True is: Ly enjoys helping guests more than staying at home.
15. He needs advanced computer skills for the job. True is: He needs basic computer skills for the job.
16. Ly learns about booking systems from magazines. True is: Ly learns about booking systems from online tutorials.
17. A short course or certificate can help him in his future job.
18. Ly wants to work at the restaurant. True is: He wants to work at the front desk.
19. Working at the front desk can help Ly learn new things.
20. English is important because many guests speak it.

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Now Ly is retired and looks back at the time when he was 15 years old – interview:

1. Q: How old were you when you wanted to work at the front desk?
   A: I was 15 years old.
2. Q: Why did you want to work at the front desk?
   A: I liked meeting new people and helping them.
3. Q: What did you enjoy about this job?
   A: I enjoyed talking to guests.
4. Q: Who did you want to help at the front desk?
   A: I wanted to help the guests.
5. Q: What was important in this job?
   A: It was important to be friendly, polite, and organized.
6. Q: Which skills did you know you needed?
   A: I needed communication skills and computer skills.
7. Q: How did you speak with the guests?
   A: I spoke clearly and answered their questions.
8. Q: What did you use the computer for?
   A: I used it for booking systems and reservations.
9. Q: Where did you learn computer programs?
   A: I learned them at home and with online tutorials.
10. Q: When did you practice speaking politely?
    A: I practiced when I spoke with teachers, friends, and family.
11. Q: Why was English important for this job?
    A: Many guests spoke English.
12. Q: How did you practice English?
    A: I read, watched shows, and spoke with friends.
13. Q: Who did you speak English with?
    A: I spoke English with my friends.
14. Q: What did you do later when you worked at the front desk?
    A: I met many people, used my skills, and learned new things every day.