Discover unforgettable places, hidden gems, and local adventures waiting just beyond your room.

Today, a luxury hotel is not only about a nice room and good service. Guests want more. They want to enjoy new places, learn about the local culture, and create special memories. We have the chance to show our guests the beauty of our destination and help them discover interesting places and activities. By offering these experiences, we can make every guest stay more special and unforgettable.
(GM)

Dear Team,

Today, I want to share an important idea with you: “Experience More Than a Stay.”

As a luxury hotel, we do not only give our guests a room. We give them a complete experience. Our guests come from many countries and they choose to stay with us because they want something special. They want comfort, good service, and beautiful memories.

A hotel stay is not only about a bed, a restaurant, or a swimming pool. It is also about the place around us. Our destination has many wonderful things to offer. We have local culture, beautiful nature, interesting traditions, great food, and special places that many visitors do not know.

Our job is to help our guests discover these experiences.

When a guest stays with us, we should ask ourselves: “How can we make this stay better?” Maybe a guest wants to see a famous landmark. Maybe they want to try local food. Maybe they want a quiet day in nature or a special activity with their family. We can help them find the right experience.

We should not think of excursions and sightseeing trips only as extra services. They are a way to create happiness and special memories for our guests. A guest may forget some details of their room, but they will remember a beautiful sunset, a local dinner, a friendly guide, or a special moment they shared with their family.

Every team member has an important role. The front office team can share ideas when guests arrive. The concierge team can recommend the best places. The restaurant team can talk about local food and traditions. Housekeeping and all other departments can also share their knowledge and help guests enjoy their stay.

Small conversations can make a big difference. A simple recommendation can change a normal holiday into an unforgettable journey.

Luxury is not only about beautiful rooms and excellent service. Luxury is also about feelings, experiences, and memories. Our goal is to help our guests enjoy not only our hotel but also the wonderful destination around us.

Together, we can create stays that guests will remember for many years. Let us help every guest discover more, experience more, and enjoy more.

Thank you for your dedication and your support.

_______________________

Vocabulary:

1. to enjoy – to have fun or feel happy doing something.
2. a destination – the place where you go on a trip.
3. to discover – to find or learn something new.
4. an experience – something that happens to you or that you do.
5. to share – to tell or give something to other people.
6. to choose – to decide which thing or person you want.
7. a landmark – a famous place or building that many people visit.
8. an excursion – a short trip to visit a place.
9. to share something with somebody – to give or tell something to another person.
10. a recommendation – advice about what is good to do, see, or buy.
11. a journey – a trip from one place to another.
12. to remember – to keep something in your mind or not forget it.
13. dedication – working hard and caring a lot about your job or activity.
14. support – help that you give to someone.

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Match the definitions with the words. Write the correct letter.

1. To have fun or feel happy doing something. _____
2. The place where you go on a trip. _____
3. To find or learn something new. _____
4. Something that happens to you or that you do. _____
5. To tell or give something to other people. _____
6. To decide which thing or person you want. _____
7. A famous place or building that many people visit. _____
8. A short trip to visit a place. _____
9. To give or tell something to another person. _____
10. Advice about what is good to do, see, or buy. _____
11. A trip from one place to another. _____
12. To keep something in your mind or not forget it. _____
13. Working hard and caring a lot about your job or activity. _____
14. Help that you give to someone. _____

a. a landmark
b. support
c. to discover
d. an experience
e. to choose
f. a recommendation
g. to enjoy
h. dedication
i. to share something with somebody
j. an excursion
k. a destination
l. to remember
m. to share
n. a journey

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

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True or false:

1. The restaurant team helps guests discover local culture through food.
2. The hotel’s goal is only to provide guests with a comfortable room.
3. The concierge team repairs hotel equipment during guest visits.
4. Guests choose luxury hotels only because they need a place to sleep.
5. Local traditions, nature, and special places can be part of a guest experience.
6. Housekeeping staff can share useful knowledge with guests.
7. The hotel offers experiences only inside the guest rooms.
8. A friendly recommendation can help make a holiday unforgettable.
9. Guests may enjoy activities only by themselves during their stay.
10. The front office team prepares all meals for hotel visitors.
11. Luxury is connected with emotions, experiences, and memories.
12. The destination around the hotel has little importance for visitors.
13. Excursions and sightseeing trips can create special moments.
14. Team members from different departments have a role in guest satisfaction.
15. The hotel wants visitors to discover interesting places around them.
16. Guests usually forget all experiences outside the hotel.

_______________________

False: 2,3,4,7,9,10,12,16

_______________________

Correct answers:

1. The restaurant team helps guests discover local culture through food.
2. The hotel’s goal is only to provide guests with a comfortable room.
   True is: The hotel’s goal is to create stays that guests will remember for years.
3. The concierge team repairs hotel equipment during guest visits.
   True is: The concierge team recommends the best places and activities for guests.
4. Guests choose luxury hotels only because they need a place to sleep.
   True is: Guests choose luxury hotels because they want comfort, good service, and special memories.
5. Local traditions, nature, and special places can be part of a guest experience.
6. Housekeeping staff can share useful knowledge with guests.
7. The hotel offers experiences only inside the guest rooms.
   True is: The hotel helps guests discover interesting places and activities around the destination.
8. A friendly recommendation can help make a holiday unforgettable.
9. Guests may enjoy activities only by themselves during their stay.
   True is: Guests may enjoy special activities with their families during their stay.
10. The front office team prepares all meals for hotel visitors.
    True is: The front office team can share ideas and recommendations when guests arrive.
11. Luxury is connected with emotions, experiences, and memories.
12. The destination around the hotel has little importance for visitors.
    True is: The destination offers local culture, beautiful nature, traditions, food, and special places for visitors.
13. Excursions and sightseeing trips can create special moments.
14. Team members from different departments have a role in guest satisfaction.
15. The hotel wants visitors to discover interesting places around them.
16. Guests usually forget all experiences outside the hotel.
    True is: Guests remember special experiences such as a beautiful sunset, a local dinner, or a special moment with family.

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Match the statements with the correct evidence from the text.

Statements

1. Guests want more than just a comfortable hotel room.
2. The destination is an important part of the guest experience.
3. Hotel employees from different areas can help guests.
4. Excursions can create valuable memories for visitors.
5. Guests can discover local traditions and culture.
6. Recommendations from staff can improve a guest’s holiday.
7. Luxury is connected with emotions and memories.
8. Guests often remember special moments from their trips.
9. The hotel team should look for ways to improve each stay.
10. The hotel provides more than basic accommodation.

Evidence

a. “A guest may forget some details of their room, but they will remember a beautiful sunset, a local dinner, a friendly guide, or a special moment they shared with their family.”

b. “Our job is to help our guests discover these experiences.”

c. “Every team member has an important role.”

d. “A simple recommendation can change a normal holiday into an unforgettable journey.”

e. “Our destination has many wonderful things to offer. We have local culture, beautiful nature, interesting traditions, great food, and special places that many visitors do not know.”

f. “We give them a complete experience.”

g. “We should not think of excursions and sightseeing trips only as extra services. They are a way to create happiness and special memories for our guests.”

h. “When a guest stays with us, we should ask ourselves: ‘How can we make this stay better?’”

i. “Luxury is not only about beautiful rooms and excellent service. Luxury is also about feelings, experiences, and memories.”

j. “Our guests come from many countries and they choose to stay with us because they want something special.”

_____________________

Answers: Answers:
1–j, 2–e, 3–c, 4–g, 5–b,
6–d, 7–i, 8–a, 9–h, 10–f.

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Who Says/Does It?

Match the action with the correct department.

Departments

1. Front office
2. Concierge
3. Restaurant team
4. Housekeeping

Actions

a) Shares ideas with guests when they arrive.

b) Recommends the best places and activities in the destination.

c) Talks about local food and traditions.

d) Helps guests feel comfortable in their rooms.

e) Gives information about the hotel and the destination during arrival.

f) Suggests excursions and sightseeing trips.

g) Explains local dishes and food traditions to visitors.

h) Shares knowledge about interesting places around the hotel.

i) Helps guests with special requests during their stay.

j) Recommends experiences based on what guests enjoy.

k) Keeps guest rooms clean and welcoming.

l) Tells guests about local culture and traditions.

________________________

Answers:

1–a,e,i | 2–b,f,h,j,l | 3–c,g | 4–d,k

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Find a word from the text that means the opposite.

1. forget → __________
2. bad → __________
3. boring → __________
4. ordinary → __________
5. small → __________
6. ugly → __________
7. simple → __________
8. unimportant → __________

————————————-

Answers: 1. remember, 2. good, 3. interesting, 4. special, 5. big,
6. beautiful, 7. complete, 8. important.

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Fill in, words below:

trips – discover – recommend – experiences – enjoy –
unforgettable – comfort – share –
special – front office –
excellent

A luxury hotel is not only about a nice room and good service. Guests want ________, beautiful memories, and a complete experience. They want to ________the destination, local culture, nature, traditions, food, and ________ places.

The hotel team can help guests discover these experiences. The ________ team can share ideas when guests arrive. The concierge team can________ the best places. The restaurant team can talk about local food and traditions. Housekeeping and other departments can also ________ their knowledge and help guests ________ their stay.

Excursions and sightseeing________can create happiness and special memories. Luxury is not only about beautiful rooms and ________ service. Luxury is also about feelings,________, and memories. The goal is to create an ________ journey for every guest.

________________________

Correct version:

A luxury hotel is not only about a nice room and good service. Guests want comfort, beautiful memories, and a complete experience. They want to discover the destination, local culture, nature, traditions, food, and special places.

The hotel team can help guests discover these experiences. The front office team can share ideas when guests arrive. The concierge team can recommend the best places. The restaurant team can talk about local food and traditions. Housekeeping and other departments can also share their knowledge and help guests enjoy their stay.

Excursions and sightseeing trips can create happiness and special memories. Luxury is not only about beautiful rooms and excellent service. Luxury is also about feelings, experiences, and memories. The goal is to create an unforgettable journey for every guest.

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Interview with the Manager – match question with answer:

Questions

1. What is luxury for your hotel?
2. Who can help guests discover the destination?
3. Why do guests choose to stay at a luxury hotel?
4. What can the restaurant team talk about?
5. How can the hotel help guests enjoy their stay?
6. What is the main idea you want to share with the hotel team?
7. What do guests remember after their stay?
8. Why are excursions and sightseeing trips important?
9. What can the concierge team recommend?
10. What can guests discover around the hotel?
11. What can the front office team do for guests?
12. What is your goal for every guest?
13. Where can guests find special experiences?
14. How can a simple recommendation help a guest?

Answers

a) They create happiness and help guests have special memories during their holiday.

b) They can give ideas and information when visitors arrive at the hotel.

c) They can find local culture, beautiful nature, interesting traditions, great food, and special places.

d) We want every guest to discover more, experience more, and enjoy more during their stay.

e) They come to our hotel because they look for something special, comfort, good service, and wonderful moments.

f) It can turn a normal holiday into an unforgettable journey.

g) The main idea is “Experience More Than a Stay.” We want to offer guests more than a room.

h) They keep special moments in their minds, such as a beautiful sunset, a local dinner, a friendly guide, or family time.

i) They can explain local food, traditions, and special dishes.

j) All departments can support guests, including the front office, concierge, restaurant team, and housekeeping.

k) It means more than beautiful rooms and excellent service. It also includes feelings, experiences, and memories.

l) They can suggest the best places, activities, and sightseeing trips.

m) They can explore the destination around the hotel, including nature, famous landmarks, local food, and cultural places.

n) We can support guests by finding activities, places to visit, and experiences that match their interests.

_______________________

Answers:

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

________________________

Correct version:

1. Interviewer: What is the main idea you want to share with the hotel team?

Manager: The main idea is “Experience More Than a Stay.” We want to offer guests more than a room. We want to give them a complete experience with comfort, good service, and beautiful memories.

2. Interviewer: Why do guests choose to stay at a luxury hotel?

Manager: Guests come to our hotel because they look for something special. They want comfort, good service, and wonderful moments.

3. Interviewer: What can guests discover around the hotel?

Manager: Guests can find local culture, beautiful nature, interesting traditions, great food, and special places.

4. Interviewer: How can the hotel help guests enjoy their stay?

Manager: We can support guests by finding activities, places to visit, and experiences that match their interests.

5. Interviewer: Where can guests find special experiences?

Manager: They can explore the destination around the hotel, including nature, famous landmarks, local food, and cultural places.

6. Interviewer: Who can help guests discover the destination?

Manager: All departments can support guests. The front office, concierge, restaurant team, housekeeping, and other teams have important roles.

7. Interviewer: What can the front office team do for guests?

Manager: They can give ideas and information when visitors arrive at the hotel.

8. Interviewer: What can the concierge team recommend?

Manager: They can suggest the best places, activities, and sightseeing trips.

9. Interviewer: What can the restaurant team talk about?

Manager: They can explain local food, traditions, and special dishes.

10. Interviewer: Why are excursions and sightseeing trips important?

Manager: They create happiness and help guests have special memories during their holiday.

11. Interviewer: How can a simple recommendation help a guest?

Manager: It can turn a normal holiday into an unforgettable journey.

12. Interviewer: What do guests remember after their stay?

Manager: They keep special moments in their minds, such as a beautiful sunset, a local dinner, a friendly guide, or family time.

13. Interviewer: What is luxury for your hotel?

Manager: Luxury means more than beautiful rooms and excellent service. It also includes feelings, experiences, and memories.

14. Interviewer: What is your goal for every guest?

Manager: We want every guest to discover more, experience more, and enjoy more during their stay.

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BONUS TEXT

Structured version – and more ideas

Hotels can increase guest interest in excursions, sightseeing trips, and activities by making them feel easy, personal, and valuable rather than simply selling tours. The key is to integrate experiences into the guest journey.

Here are effective strategies:

1. Present experiences at the right moment

Guests are more likely to book when the offer appears at the right time:

• Before arrival: Send a pre-arrival email with curated experiences:
  • “Make the most of your 4 days in Vienna”
  • “Top experiences we recommend for your stay”
  • “Reserve your preferred tours before they sell out”
• At check-in: Train reception staff to ask:
  • “Is this your first time in the area?”
  • “Would you like us to recommend some experiences during your stay?”
• During the stay: Use:
  • QR codes in rooms
  • TV welcome screens
  • WhatsApp messages
  • Digital guest directories

Example:

“Tomorrow’s weather looks perfect for a lake cruise. We can reserve seats for you at reception.”

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2. Sell experiences, not excursions

Guests are not buying a bus tour; they are buying memories.

Instead of:

“City sightseeing tour – €45”

Use:

“Discover the hidden streets, local cafés, and historic stories of Vienna with a private local guide.”

Focus on:

• Unique experiences
• Local culture
• Authentic moments
• Convenience
• Emotions

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3. Create attractive packages

Combine accommodation with experiences:

Examples:

• Romantic Escape Package
  • Room + sunset boat trip + wine tasting
• Family Adventure Package
  • Room + zoo tickets + child-friendly activity
• Culture Weekend
  • Breakfast + museum tickets + guided city walk
• Nature Experience
  • Hiking tour + picnic basket + transport

Packages make the decision easier.

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4. Use hotel staff as experience ambassadors

Receptionists and concierge teams have a major influence.

Train staff to:

• Share personal recommendations
• Mention activities naturally
• Match suggestions to guest profiles

Examples:

Couple:

“Many couples enjoy the evening river cruise — it’s a beautiful way to see the city.”

Family:

“If you have children, the wildlife park nearby is usually a highlight.”

Business traveler:

“If you have a free afternoon, we can arrange a short city tour.”

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5. Make booking effortless

The more steps required, the fewer guests will book.

Offer:

• One-click booking links
• Reception booking
• WhatsApp reservations
• Mobile app integration
• Tickets delivered directly to guests

Avoid:

• Long forms
• Guests having to search online themselves
• Unclear prices

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6. Use visual inspiration

People book what they can imagine.

Show:

• Beautiful photos
• Short videos
• Guest testimonials
• “What your day looks like” itineraries

Example:

Morning
☕ Local breakfast
🚲 Guided bike tour

Afternoon
🍷 Wine tasting
🏰 Castle visit

Evening
🌅 Sunset viewpoint

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7. Add exclusive hotel benefits

Make guests feel they get something special:

• Hotel guest discount
• Priority booking
• Free transportation
• Welcome drink
• Complimentary souvenir photo
• VIP access

Example:

“Only for our guests: 10% discount on the evening castle tour.”

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8. Use recommendations based on guest data

Personalization increases conversion.

Examples:

• Couples → romantic activities
• Families → attractions for children
• International guests → must-see highlights
• Repeat guests → new discoveries

A returning guest should not receive the same suggestions every time.

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9. Partner with local providers

Create partnerships with:

• Tour companies
• Museums
• Restaurants
• Wineries
• Adventure providers
• Transport companies

Negotiate:

• Commission
• Exclusive offers
• Priority access
• Joint marketing

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10. Create urgency without being pushy

Guests often postpone decisions.

Use:

• “Limited availability”
• “Best booked 24 hours in advance”
• “Popular during weekends”
• “Weather-dependent experience”

Example:

“Only a few places remain for tomorrow’s guided mountain tour.”

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11. Encourage reviews and social sharing

Experiences create emotional memories.

After the activity:

• Ask guests for photos
• Encourage social media sharing
• Offer a small incentive (where appropriate)

A guest who shares a beautiful excursion indirectly markets it to future guests.

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12. Measure what works

Track:

• Which excursions sell most
• Booking channel
• Guest type
• Seasonality
• Conversion rate

Then adjust your offers.

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A simple hotel strategy could be:

Before arrival:
“Here are our top 5 local experiences”

⬇️

Check-in:
Reception recommends one personalized activity

⬇️

During stay:
QR code + WhatsApp reminders

⬇️

After stay:
Ask for feedback and promote future visits

The strongest approach is to position excursions as part of the guest experience, not as an additional sale.

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