• how to……….

A good receptionist is very important in a hotel. The receptionist is the first person guests see. This person must make a good first impression.

A good receptionist is friendly and welcoming. He or she greets guests with a smile and says “hello” or “welcome”. This helps guests feel comfortable and relaxed.

Communication is also very important. A receptionist must speak clearly and politely. It is important to listen carefully to guests and answer their questions in a simple way.

A receptionist must also be organized. He or she keeps the reception desk clean and tidy. The receptionist helps with check-in and check-out and writes down important information.

Another important skill is knowledge. A receptionist should know about the hotel, for example rooms, prices, and services. It is also important to know information about the city, like restaurants or transport.

Sometimes problems happen. A good receptionist stays calm and tries to solve problems quickly. If needed, the receptionist asks a manager for help.

A receptionist must look professional. This means clean clothes or a uniform and a neat appearance.

Attention to detail is also important. The receptionist must check names and information carefully and remember special wishes from guests.

A receptionist often does many tasks at the same time. He or she answers the phone, helps guests, and works on the computer.

Basic computer skills are also needed because the receptionist uses booking systems every day.

Finally, a good receptionist has a positive attitude. Even when it is busy or stressful, the receptionist stays friendly and helpful.

In conclusion, a good receptionist is friendly, organized, and helpful. The most important goal is to make guests feel welcome and happy.

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Vocabulary:

• to greet somebody: to say hello to someone
• to feel comfortable: to feel good and relaxed
• to be relaxed: to not be stressed or nervous
• communication: talking and sharing information
• to speak politely: to speak in a kind and nice way
• to be organized: to keep things in order
• to keep tidy: to keep clean and in order
• a skill: something you can do well
• knowledge: information you know
• to stay calm: to not get angry or nervous
• to solve a problem: to find an answer to a problem
• to look professional: to look right for a job
• a neat appearance: a clean and nice look
• attention to detail: to notice small things
• a task: a job or work you must do
• to answer the phone: to take a phone call and talk
• computer skills: the ability to use a computer
• finally: at the end
• a positive attitude: thinking in a good and friendly way
• to be stressful: to cause worry or pressure
• in conclusion: at the end, to finish an idea
• a goal: something you want to achieve [to get or reach something you want]

_____________________

Answers:
1-S, 2-E, 3-A, 4-C, 5-K, 6-R, 7-B, 8-J,
9-N, 10-A, 11-P, 12-Q, 13-U, 14-H, 15-L,
16-G, 17-T, 18-O, 19-M, 20-I, 21-V, 22-W, 23-F

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Match the definitions with the correct words:

Definitions:

1. to say hello to someone
2. to feel good and relaxed
3. to not be stressed or nervous
4. talking and sharing information
5. to speak in a kind way
6. to keep things in order
7. to keep clean and in order
8. something you can do well
9. information you know
10. to stay calm
11. to find a solution
12. to look right for a job
13. a clean and nice look
14. to notice small things
15. a job or work you must do
16. to take a phone call and talk
17. ability to use a computer
18. at the end
19. a good and friendly way of thinking
20. to cause worry or pressure
21. at the end of an idea
22. something you want to reach
23. to get or reach something you want

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Words:

a. communication
b. to greet somebody
c. a skill
d. to solve a problem
e. to keep tidy
f. a positive attitude
g. to be relaxed
h. to answer the phone
i. to look professional
j. knowledge
k. in conclusion
l. to be stressful
m. to stay calm
n. attention to detail
o. a neat appearance
p. to feel comfortable
q. a task
r. finally
s. computer skills
t. to speak politely
u. a goal
v. to achieve
w. to be organized

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_____________________
Answers:

1-b, 2-p, 3-g, 4-a, 5-t, 6-w, 7-e, 8-c,
9-j, 10-m, 11-d, 12-i, 13-o, 14-n, 15-q,
16-h, 17-s, 18-r, 19-f, 20-l, 21-k, 22-u, 23-v

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True or false:

1. To look professional means to look untidy.
2. Communication means talking and sharing information.
3. A goal means something you do not want to reach.
4. To stay calm means to not get nervous or stressed.
5. In conclusion means at the beginning of a text.
6. A skill is something you can do well.
7. To feel comfortable means to feel uncomfortable.
8. To greet somebody means to say hello to someone.
9. A task is a job or work you must do.
10. To be relaxed means to feel calm and not stressed.
11. Finally means in the middle of a story.
12. Computer skills means the ability to use a computer.
13. A positive attitude is a good and friendly way of thinking.
14. To be organized means to make everything messy[not clean or not in order].
15. Attention to detail means to ignore small things.
16. To solve a problem means to find a solution.
17. Knowledge means something you do not know.
18. To speak politely means to speak in a rude way.
19. To keep tidy means to keep clean and in order.
20. A neat appearance means a dirty look.
21. To answer the phone means to take a phone call and talk.
22. To achieve means to lose something.
23. To be stressful means to feel calm and relaxed.

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_____________________

True: 2,4,6,8,9,10,12,13,16,19,21

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Odd one out:

1. communication – greeting – banana – information
2. skill – window – knowledge – ability
3. calm – chair – relaxed – stressed
4. organized – tidy – clean – pencil
5. phone – email – apple – computer
6. problem – table – solution – task
7. professional – neat – dog – appearance
8. attention – detail – careful – shoe
9. goal – achieve – reach – car
10. finally – bottle – conclusion – end
11. keyboard – screen – computer – banana
12. greeting – hello – window – goodbye
13. stress – pressure – chair – calm
14. tidy – clean – messy – apple

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_____________________

Correct answers:

1. communication – greeting – banana – information: banana – It is a fruit, not related to talking or sharing information.
2. skill – window – knowledge – ability: window – It is an object, not something you can learn or do well.
3. calm – chair – relaxed – stressed: chair – It is furniture, not a feeling or emotion.
4. organized – tidy – clean – pencil: pencil – It is an object, not about order or cleanliness.
5. phone – email – apple – computer: apple – It is food, not a communication tool or device.
6. problem – table – solution – task: table – It is furniture, not related to work or solving problems.
7. professional – neat – dog – appearance: dog – It is an animal, not related to job appearance.
8. attention – detail – careful – shoe: shoe – It is clothing, not related to thinking or noticing small things.
9. goal – achieve – reach – car: car – It is a vehicle, not an action or goal word.
10. finally – bottle – conclusion – end: bottle – It is an object, not a time or sequence word.
11. keyboard – screen – computer – banana: banana – It is a fruit, not a computer part.
12. greeting – hello – window – goodbye: window – It is an object, not a communication word.
13. stress – pressure – chair – calm: chair – It is furniture, not a feeling or condition.
14. tidy – clean – messy – apple: apple – It is food, not related to order or cleanliness.

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True or false:

1. Guests should not receive help from staff.
2. Staying calm helps when many people are waiting.
3. The front desk should always be messy.
4. Being helpful is not part of the job.
5. Computers are used for bookings and guest information.
6. Visitors should be ignored when they arrive at the hotel.
7. A good mood helps during busy hours.
8. Information is never given to visitors.
9. Phone calls are part of front desk work.
10. It is fine to shout at guests when it is busy.
11. The working area should be clean and in order.
12. Talking with guests is not needed in hotel work.
13. Clear speaking is important when talking to guests.
14. Staff should never speak on the telephone.
15. Being friendly helps guests feel welcome.
16. It is better to panic [to feel very scared [feeling afraid or not safe] and not think clearly in a difficult situation] when many guests arrive.
17. Guests ask the front desk for information about rooms and services.
18. Computers are not used in hotels.
19. Helping visitors feel at ease is an important part of the job.
20. The first person a visitor meets in a hotel is often at the front desk.

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____________________
True: 2,5,7,9,11,13,15,17,19,20

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Fill in, words below:

attention to detail – tidy – relaxed – stressful –
goal – solve – politely – rooms – skills –
look – calm – day – welcome –
front desk

1. Communication at the front desk helps guests feel comfortable and _________.
2. A receptionist must greet somebody with a smile and speak _________.
3. It is important to be organized and keep __________ at the reception area.
4. A skill like computer __________ helps to answer the phone and manage bookings.
5. Knowledge about the hotel helps __________ a problem quickly.
6. A receptionist must stay __________ when work becomes stressful.
7. __________ is important when checking guest information and a task.
8. A neat appearance helps a receptionist to __________ professional.
9. Finally, a positive attitude helps guests feel relaxed and __________.
10. In conclusion, the main__________ is to achieve good service for guests.
11. A receptionist often has many task duties during a busy __________.
12. Communication is used to give knowledge about__________ and services.
13. To stay calm and to solve a problem is important in __________ situations.
14. A receptionist must feel comfortable while helping guests at the __________.

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Correct version:

1. Communication at the front desk helps guests feel comfortable and relaxed.
2. A receptionist must greet somebody with a smile and speak politely.
3. It is important to be organized and keep tidy at the reception area.
4. A skill like computer skills helps to answer the phone and manage bookings.
5. Knowledge about the hotel helps solve a problem quickly.
6. A receptionist must stay calm when work becomes stressful.
7. Attention to detail is important when checking guest information and a task.
8. A neat appearance helps a receptionist to look professional.
9. Finally, a positive attitude helps guests feel relaxed and welcome.
10. In conclusion, the main goal is to achieve good service for guests.
11. A receptionist often has many task duties during a busy day.
12. Communication is used to give knowledge about rooms and services.
13. To stay calm and to solve a problem is important in stressful situations.
14. A receptionist must feel comfortable while helping guests at the front desk.

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Match the questions with the answers:

Questions:

1. What is your job at the front desk?
2. Who do you meet first in the hotel?
3. When do you stay calm?
4. Where do you get information about guests?
5. Why is communication important?
6. How do you feel during stressful situations?
7. What do you do with the phone?
8. Which skills are important for your job?
9. When do you greet people?
10. How do you keep your work area?
11. What is your goal in this job?
12. Where do guests feel comfortable?
13. Why do you look professional?
14. How many tasks do you have in one day?

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Answers:

a. I pick up calls and give answers to guests.
b. I make it clean, tidy, and organized every day.
c. It makes understanding easy and helps guests feel comfortable.
d. I see guests first when they come into the hotel.
e. I use computer skills, careful work, and polite speaking.
f. I work at the front desk and help visitors with rooms and information.
g. I want good service and happy guests in the hotel.
h. I say hello when guests arrive at the desk.
i. I use a computer in the reception area for guest details.
j. I do many small jobs like helping guests and giving information.
k. I try to be relaxed and think in a clear way.
l. I show respect for guests and the hotel with my appearance.
m. They feel good at the reception with friendly help.
n. I keep calm when many guests come and need help.

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____________________

Answers:

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

____________________

1. Interviewer: What is your job at the front desk?
   Applicant: I work at the front desk and help visitors with rooms and information.
2. Interviewer: Who do you meet first in the hotel?
   Applicant: I see guests first when they come into the hotel.
3. Interviewer: When do you stay calm?
   Applicant: I keep calm when many guests come and need help.
4. Interviewer: Where do you get information about guests?
   Applicant: I use a computer in the reception area for guest details.
5. Interviewer: Why is communication important?
   Applicant: It makes understanding easy and helps guests feel comfortable.
6. Interviewer: How do you feel during stressful situations?
   Applicant: I try to be relaxed and think in a clear way.
7. Interviewer: What do you do with the phone?
   Applicant: I pick up calls and give answers to guests.
8. Interviewer: Which skills are important for your job?
   Applicant: I use computer skills, careful work, and polite speaking.
9. Interviewer: When do you greet people?
   Applicant: I say hello when guests arrive at the desk.
10. Interviewer: How do you keep your work area?
    Applicant: I make it clean, tidy, and organized every day.
11. Interviewer: What is your goal in this job?
    Applicant: I want good service and happy guests in the hotel.
12. Interviewer: Where do guests feel comfortable?
    Applicant: They feel good at the reception with friendly help.
13. Interviewer: Why do you look professional?
    Applicant: I show respect for guests and the hotel with my appearance.
14. Interviewer: How many tasks do you have in one day?
    Applicant: I do many small jobs like helping guests and giving information.

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Short answers:

1. What does a front desk worker do?
2. Who is the first person guests meet in a hotel?
3. Why is communication important at the reception?
4. How should a receptionist speak to guests?
5. When does a receptionist stay calm?
6. What does a receptionist use to find guest information?
7. Why is a computer useful in this job?
8. How should the reception area look?
9. What does a receptionist do when the phone rings?
10. Why is a positive attitude important?
11. What should a receptionist check carefully?
12. How does a receptionist help guests feel comfortable?
13. Why is attention to detail important?
14. What is the main goal of a receptionist?

_____________________

Short answers, keywords:

1. What does a front desk worker do? – helps guests, gives information, reception work
2. Who is the first person guests meet in a hotel? – front desk staff, reception, greeting person
3. Why is communication important at the reception? – understanding, clear information, guests feel good
4. How should a receptionist speak to guests? – polite, friendly, clear words
5. When does a receptionist stay calm? – busy times, many guests, stressful moments
6. What does a receptionist use to find guest information? – computer, booking system, data
7. Why is a computer useful in this job? – bookings, information, fast work
8. How should the reception area look? – clean, tidy, organized
9. What does a receptionist do when the phone rings? – answer, talk, give information
10. Why is a positive attitude important? – happy guests, good service, friendly feeling
11. What should a receptionist check carefully? – names, details, attention to detail
12. How does a receptionist help guests feel comfortable? – smile, help, friendly service
13. Why is attention to detail important? – no mistakes, correct information, careful work
14. What is the main goal of a receptionist? – good service, happy guests, satisfaction

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🧾 CHEAT SHEET

1. 😊 Friendly and Welcoming

A good receptionist is always friendly.

• Smile at every guest
• Say “Hello” and “Welcome”
• Be kind and polite

👉 Guests feel happy and comfortable when they arrive.

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2. 🗣️ Good Communication Skills

A receptionist must speak clearly and simply.

• Use easy and polite words
• Listen carefully to guests
• Answer questions slowly and clearly

👉 Good communication avoids misunderstandings.

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3. 📋 Organized and Efficient

A receptionist must keep everything in order.

• Keep the desk clean
• Manage check-in and check-out
• Write down important information

👉 Organization saves time and reduces mistakes.

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4. 🧠 Knowledgeable

A receptionist should know important information.

• Hotel rooms and prices
• Breakfast times and services
• Local places (restaurants, transport, attractions)

👉 Guests often ask questions, so knowledge is very important.

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5. 🧩 Problem-Solving Skills

Sometimes problems happen.

• Stay calm
• Listen to the guest
• Find a quick solution or ask a manager

👉 A good receptionist helps guests feel safe and supported.

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6. 👔 Professional Appearance

A receptionist must look professional.

• Clean clothes or uniform
• Good personal hygiene
• Neat hairstyle

👉 Appearance shows respect for guests.

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7. 👀 Attention to Detail

Small details are very important.

• Check guest names carefully
• Remember special requests (e.g. allergies, room preferences)
• Do not make spelling mistakes

👉 Small care makes guests feel special.

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8. 🔄 Multitasking Skills

Receptionists often do many things at the same time.

• Answer phone calls
• Help guests at the desk
• Use the computer system

👉 Good multitasking makes work faster.

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9. 💻 Tech-Savvy (Computer Skills)

Receptionists use computers every day.

• Hotel booking systems
• Email and messages
• Online reservations

👉 Technology helps to work faster and more correctly.

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10. 🌞 Positive Attitude

A good receptionist stays positive.

• Stay calm during busy times
• Do not show stress to guests
• Always try to help

👉 Positive energy makes guests feel welcome.

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⭐ EXTRA IMPORTANT SKILLS (ADDED)

🧾 Honesty

• Be honest with guests and colleagues
• Do not hide mistakes

⏰ Punctuality

• Come to work on time
• Be ready before shift starts

🤝 Teamwork

• Work well with other staff
• Help colleagues when needed

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🧾 SHORT SUMMARY

A great receptionist is:

• Friendly 😊
• Organized 📋
• Helpful 🧠
• Calm 🧩
• Professional 👔

👉 The main goal is: Make guests feel welcome and happy.