• a great start of a day

Good morning, team.

Welcome to our morning briefing. Thank you all for coming on time. This short meeting is important because it helps us start the day well. We can talk about yesterday, look at today’s work, and make sure everyone knows what to do. Good communication is very important in a busy hotel.

Yesterday, we had one small problem. A guest in room 214 complained about the air-conditioning. It was very noisy, and the room was also too warm. The guest was not happy, so we sent a technician to the room in the evening. He checked the air-conditioning and fixed the problem. Today, it is working well again. Please remember to check other rooms if guests tell you that something is not working correctly. Listen carefully and report problems quickly. Small problems can become big problems if we do not act quickly.

Today, the hotel is quite busy. We have 75 percent occupancy. Twelve guests will check in, and eight guests will check out. Most of the new guests will arrive in the afternoon, so the front desk will be busy later.

At two o’clock, we have a special arrival. A couple will come to the hotel for their honeymoon. They are staying in room 501. Please prepare the room very carefully. Put fresh flowers in the room and place a nice fruit basket on the table. We also need a short welcome card. Please make sure everything is ready before they arrive. This is a special moment for the couple, and we want them to have a wonderful first impression of our hotel.

Now I will explain your tasks for this morning.

Sokha, you are working at the front desk. Please welcome every guest with a big smile. Help guests with check-in and answer their questions. Please also explain the spa, the swimming pool, and other hotel facilities when necessary.

Bopha, you are helping in housekeeping today. Please start with rooms 301 to 320. Check every room carefully. Make sure the rooms are clean, tidy, and ready for guests. If you find a problem, tell your supervisor.

Arun, you are supporting the restaurant today. A group of fifteen people will arrive for lunch at half past twelve. Please help the waiters prepare the tables and serve the guests. Be friendly and helpful, especially when the restaurant becomes busy.

If you have any questions, please ask me now.

Is everything clear? Good.

Remember, we are one team. When one person is busy, another person should help if possible. Talk to your colleagues and share information. If we work together, our guests will have a better experience.

Our guests come from many different countries. Some may be tired after a long journey, and some may need extra help. A smile, a friendly greeting, and a little patience can make a big difference.

Let us work hard today, but let us also enjoy our work. Happy staff make happy guests.

I know you can all do a great job. Have a good shift, everyone. Thank you very much.

____________________________

Vocabulary:

Word / phrase	definition
a briefing	a short meeting where you get important information about work
on time	at the correct time; not late
a busy hotel	a hotel with many guests and a lot of work
to complain about something	to say that you are not happy about something
to be noisy	to make a lot of sound
to fix a problem	to repair something or make a problem better
to report a problem quickly	to tell someone about a problem soon
occupancy	the number of rooms in a hotel that have guests
honeymoon	a holiday that a couple takes after they get married
a fruit basket	a basket with different kinds of fruit
an impression of something	the feeling or idea you have about something
to explain	to tell someone how or why something works or happens
a facility	a place or service that a hotel has for guests, such as a pool or gym
to be tidy	to be clean and in the right place
to support somebody	to help somebody
to prepare a table	to put plates, glasses, knives, forks, etc. on a table before a meal
to serve a guest	to give a guest food, drinks, or other help
to remember	to keep something in your mind and not forget it
a colleague	a person who works with you
to share information	to give information to other people
an experience	something that happens to you and that you learn from or remember
to be tired	to need rest or sleep
a journey	a trip from one place to another
patience	the ability to stay calm when something takes a long time
to enjoy work	to like your work
a shift	a period of time when you work, for example from 7 a.m. to 3 p.m.

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Match the words with the definitions

1. a briefing
2. on time
3. a busy hotel
4. to complain about something
5. to be noisy
6. to fix a problem
7. to report a problem quickly
8. occupancy
9. honeymoon
10. a fruit basket
11. an impression of something
12. to explain
13. a facility
14. to be tidy
15. to support somebody
16. to prepare a table
17. to serve a guest
18. to remember
19. a colleague
20. to share information
21. an experience
22. to be tired
23. a journey
24. patience
25. to enjoy work
26. a shift

Definitions

A. to give information to other people
B. a holiday that a couple takes after they get married
C. to like your work
D. a person who works with you
E. a short meeting where you get important information about work
F. to make a lot of sound
G. the ability to stay calm when something takes a long time
H. to tell someone how or why something works or happens
I. a basket with different kinds of fruit
J. a period of time when you work
K. a hotel with many guests and a lot of work
L. to help somebody
M. to need rest or sleep
N. the number of hotel rooms that have guests
O. something that happens to you and that you remember or learn from
P. to repair something or make a problem better
Q. at the correct time; not late
R. to say that you are not happy about something
S. a place or service in a hotel, such as a pool or gym
T. to give a guest food, drinks, or other help
U. to keep something in your mind and not forget it
V. the feeling or idea you have about something
W. to put plates, glasses, knives, forks, etc. on a table before a meal
X. to be clean and in the right place
Y. to tell someone about a problem soon
Z. a trip from one place to another

____________________________

Answers:
1-E, 2-Q, 3-K, 4-R, 5-F, 6-P, 7-Y,
8-N, 9-B, 10-I, 11-V, 12-H, 13-S, 14-X,
15-L, 16-W, 17-T, 18-U, 19-D, 20-A, 21-O,
22-M, 23-Z, 24-G, 25-C, 26-J
####################

Match the definitions with the words

1. A short meeting where you get important information about work.
2. At the correct time; not late.
3. A hotel with many guests and a lot of work.
4. To say that you are not happy about something.
5. To make a lot of sound.
6. To repair something or make a problem better.
7. To tell someone about a problem soon.
8. The number of hotel rooms that have guests.
9. A holiday that a couple takes after they get married.
10. A basket with different kinds of fruit.
11. The feeling or idea you have about something.
12. To tell someone how or why something works or happens.
13. A place or service in a hotel, such as a pool or gym.
14. To be clean and in the right place.
15. To help somebody.
16. To put plates, glasses, knives, forks, etc. on a table before a meal.
17. To give a guest food, drinks, or other help.
18. To keep something in your mind and not forget it.
19. A person who works with you.
20. To give information to other people.
21. Something that happens to you and that you remember or learn from.
22. To need rest or sleep.
23. A trip from one place to another.
24. The ability to stay calm when something takes a long time.
25. To like your work.
26. A period of time when you work.

Words

A. a journey
B. to support somebody
C. a facility
D. to remember
E. a shift
F. to be noisy
G. a colleague
H. occupancy
I. to enjoy work
J. a fruit basket
K. to explain
L. to complain about something
M. a briefing
N. to serve a guest
O. to be tidy
P. a honeymoon
Q. patience
R. an experience
S. to prepare a table
T. to fix a problem
U. a busy hotel
V. to share information
W. an impression of something
X. to report a problem quickly
Y. on time
Z. to be tired

____________________________

Answers:
1-M, 2-Y, 3-U, 4-L, 5-F, 6-T, 7-X, 8-H,
9-P, 10-J, 11-W, 12-K, 13-C, 14-O, 15-B,
16-S, 17-N, 18-D, 19-G, 20-V, 21-R,
22-Z, 23-A, 24-Q, 25-I, 26-E

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True or False

1. Arun will help the restaurant team at lunchtime.
2. The hotel is expecting a large wedding party this morning.
3. The guest in room 214 complained about the air-conditioning.
4. Bopha will start with rooms 301 to 320.
5. The welcome gift for the couple is a large chocolate cake.
6. The morning briefing helps the team start the day well.
7. The manager tells staff to avoid helping colleagues who are busy.
8. The honeymoon couple will arrive at two o’clock.
9. The technician repaired a problem with the swimming pool.
10. Twelve guests will check in today.
11. Sokha will show guests how to use the hotel gym.
12. The hotel has 75 percent occupancy today.
13. A technician fixed the air-conditioning problem in the evening.
14. The group coming for lunch has twenty-five people.
15. The hotel will put fresh flowers in the couple’s room.
16. The briefing takes place after the hotel closes for the night.
17. Arun will clean rooms before lunch.
18. Sokha will work at the front desk.
19. The honeymoon couple will stay at the hotel for one night.
20. Bopha will prepare food for the restaurant.

___________________________

Answers:
1-T, 2-F, 3-T, 4-T, 5-F, 6-T, 7-F, 8-T,
9-F, 10-T, 11-F, 12-T, 13-T, 14-F, 15-T,
16-F, 17-F, 18-T, 19-F, 20-F
__________________________

Correct version:

Arun will help the restaurant team at lunchtime.

The hotel is expecting a large wedding party this morning.
The correct statement: The hotel is expecting a group of fifteen people for lunch.

The guest in room 214 complained about the air-conditioning.

Bopha will start with rooms 301 to 320.

The welcome gift for the couple is a large chocolate cake.
The correct statement: The hotel will put fresh flowers and a fruit basket in the couple’s room.

The morning briefing helps the team start the day well.

The manager tells staff to avoid helping colleagues who are busy.
The correct statement: The manager tells staff to help and support colleagues who are busy.

The honeymoon couple will arrive at two o’clock.

The technician repaired a problem with the swimming pool.
The correct statement: The technician repaired a problem with the air-conditioning in room 214.

Twelve guests will check in today.

Sokha will show guests how to use the hotel gym.
The correct statement: Sokha will explain the spa and swimming pool to guests.

The hotel has 75 percent occupancy today.

A technician fixed the air-conditioning problem in the evening.

The group coming for lunch has twenty-five people.
The correct statement: The group coming for lunch has fifteen people.

The hotel will put fresh flowers in the couple’s room.

The briefing takes place after the hotel closes for the night.
The correct statement: The briefing takes place in the morning.

Arun will clean rooms before lunch.
The correct statement: Bopha will work in rooms 301 to 320.

Sokha will work at the front desk.

The honeymoon couple will stay at the hotel for one night.
The correct statement: The briefing does not say how long the honeymoon couple will stay.

Bopha will prepare food for the restaurant.
The correct statement: Arun will support the restaurant team.

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

Who Does What? Match each task with the correct person:

Sokha – Bopha – Arun

1. Welcomes guests at the front desk.
2. Starts work with rooms 301 to 320.
3. Helps the waiters in the restaurant.
4. Helps guests with check-in.
5. Makes sure rooms are clean and tidy.
6. Helps prepare the restaurant for a group of fifteen people.
7. Explains the spa and swimming pool to guests.
8. Works in housekeeping.
9. Helps serve guests at lunchtime.
10. Checks rooms before they are ready for guests.
11. Works at the front desk during the morning.
12. Supports the restaurant team when it is busy.

____________________________

Answers:
1-Sokha, 2-Bopha, 3-Arun, 4-Sokha, 5-Bopha, 6-Arun,
7-Sokha, 8-Bopha, 9-Arun, 10-Bopha, 11-Sokha, 12-Arun

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Read the morning briefing and find the information in the text:

1. What is the hotel’s occupancy today? _____
2. How many guests will check in? _____
3. How many guests will check out? _____
4. What time will the honeymoon couple arrive? _____
5. What is the number of their room? _____
6. What room had the air-conditioning problem? _____
7. How many rooms will Bopha start with? _____
8. What room numbers will Bopha work on first? _____
9. How many people will come to the restaurant for lunch? _____
10. What time will the restaurant group have lunch? _____

——————————————–

Answers:
1. 75%; 2. 12; 3. 8; 4. 2:00 p.m.; 5. 501; 6. 214; 7. 20 rooms;
8. 301–320; 9. 15 people; 10. 12:30 p.m.

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Answer the questions

1. Why was the guest in room 214 unhappy? ______________________________
2. When did the technician fix the air-conditioning? ______________________________
3. Why is the morning briefing important? ______________________________
4. What should staff do if a guest says something is wrong? ______________________________
5. Why should room 501 be prepared carefully? ______________________________
6. What should Sokha explain to guests? ______________________________
7. What should Bopha make sure about the rooms? ______________________________
8. Why will Arun be busy at lunchtime? ______________________________
9. How should staff help each other when the hotel is busy? ______________________________
10. Why is it important to be friendly to hotel guests? ______________________________

——————————————-

Answers

1. Because the air-conditioning was too noisy and the room was warm.
2. In the evening.
3. It helps the team start the day well and work together.
4. They should check the problem and report it quickly.
5. Because a honeymoon couple will stay there.
6. The spa and swimming pool.
7. That the rooms are clean and tidy.
8. Because a group of fifteen people will come for lunch.
9. They should talk to each other and support their colleagues.
10. Because guests want to feel welcome and comfortable.

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Who Says / Needs What?

Sokha, Bopha, Arun, the honeymoon couple,
the guests, or the team?

1. Who needs to welcome guests with a big smile? __________
2. Who needs fresh flowers and a fruit basket? __________
3. Who needs to start work with rooms 301 to 320? __________
4. Who needs to help the waiters at lunchtime? __________
5. Who needs help with check-in? __________
6. Who needs information about the spa and swimming pool? __________
7. Who needs clean and tidy rooms? __________
8. Who needs to work together and support colleagues? __________
9. Who needs a short welcome card? __________
10. Who needs to prepare for fifteen people at lunchtime? __________

——————————————-

Answers:
1. Sokha; 2. the honeymoon couple; 3. Bopha; 4. Arun;
5. the guests; 6. the guests; 7. the guests;
8. the team; 9. the honeymoon couple; 10. Arun

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

Put in correct order

A. Arun helps the restaurant team with the lunch group.
B. The manager welcomes the team to the morning briefing.
C. The team talks about the air-conditioning problem in room 214.
D. Bopha starts work in rooms 301 to 320.
E. The manager talks about the hotel’s occupancy and today’s check-ins and check-outs.
F. The manager explains the special preparation for the honeymoon couple.
G. Sokha works at the front desk and welcomes guests.
H. The manager reminds everyone to work together and support colleagues.

____________________________

Answers:
A-7, B-1, C-2, D-6, E-3, F-4, G-5, H-8
____________________________

Full version:

1. B. The manager welcomes the team to the morning briefing.
2. C. The team talks about the air-conditioning problem in room 214.
3. E. The manager talks about the hotel’s occupancy and today’s check-ins and check-outs.
4. F. The manager explains the special preparation for the honeymoon couple.
5. G. Sokha works at the front desk and welcomes guests.
6. D. Bopha starts work in rooms 301 to 320.
7. A. Arun helps the restaurant team with the lunch group.
8. H. The manager reminds everyone to work together and support colleagues.

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

Read each statement. Then find the sentence in the briefing that proves it. Match each statement with the correct evidence A–J.

Statements

1. The meeting gives employees a chance to organize their work. _____
2. A guest was unhappy with the condition of room 214. _____
3. The air-conditioning is no longer causing trouble. _____
4. Most new guests are expected later in the day. _____
5. The special couple will receive something natural for their room. _____
6. Sokha is responsible for helping people when they arrive. _____
7. Bopha has rooms to deal with before other work. _____
8. Arun will have extra work because a group is coming to eat. _____
9. Hotel employees should assist one another during difficult periods. _____
10. The manager wants visitors to have a pleasant feeling at the hotel. _____

—————————————-

Evidence from the text

A. “Start with rooms 301 to 320.”

B. “They want to feel welcome and comfortable.”

C. “A group of fifteen people will come for lunch at half past twelve.”

D. “It helps us start the day well and work together as a good team.”

E. “Most check-ins will arrive in the afternoon.”

F. “When one person is busy, another person can help.”

G. “Today the air-conditioning works well again.”

H. “Put fresh flowers and a nice fruit basket in the room.”

I. “Sokha, you work at the front desk.”

J. “A guest in room 214 complained about the air-conditioning.”

___________________________

Answers:
1-D, 2-J, 3-G, 4-E, 5-H,
6-I, 7-A, 8-C, 9-F, 10-B

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

Fill in, words below:

colleagues – complained – shift – basket –
experience – impression – fixed – f
acilities – report – patience –
occupancy

The morning briefing starts on time because the hotel is busy. Yesterday, a guest _______ about a room because the air-conditioning was noisy. A technician_______the problem, and staff must _______ problems quickly.

Today, _______ is 75 percent. A couple is arriving for their honeymoon. They will find a fruit _______ in their room, giving them a good _______ of the hotel. Staff will explain the hotel _______ and keep rooms tidy.

Everyone must support _______, prepare tables, and serve guests well. Staff should remember to share information with each colleague. Every _______ should be positive, even when guests are tired after a long journey.
_______ is important. Staff should enjoy work during every _______ and help make guests feel welcome and comfortable.

——————————————–

Full version:

The morning briefing starts on time because the hotel is busy. Yesterday, a guest complained about a room because the air-conditioning was noisy. A technician fixed the problem, and staff must report problems quickly.

Today, occupancy is 75 percent. A couple is arriving for their honeymoon. They will find a fruit basket in their room, giving them a good impression of the hotel. Staff will explain the hotel facilities and keep rooms tidy.

Everyone must support colleagues, prepare tables, and serve guests well. Staff should remember to share information with each colleague. Every experience should be positive, even when guests are tired after a long journey. Patience is important. Staff should enjoy work during every shift and help make guests feel welcome and comfortable.

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

You are the manager of the hotel.
Use the cheat sheet below,
give the speech,
record it on your mobile phone,
then listen to your recording……

1. Welcome

• good morning
• thank you for coming on time
• short meeting
• start the day well
• work together
• good communication

2. Yesterday – Problem

• room 214
• air-conditioning
• too noisy
• room too warm
• guest complained
• technician
• fixed in the evening
• working well now
• check other rooms
• report problems quickly

3. Today – Hotel

• busy day
• 75% occupancy
• 12 check-ins
• 8 check-outs
• most arrivals → afternoon

4. Special Guests

• 2:00 p.m.
• honeymoon couple
• room 501
• prepare carefully
• fresh flowers
• fruit basket
• welcome card
• special moment
• good first impression

5. Sokha – Front Desk

• welcome guests
• big smile
• check-in
• answer questions
• explain:
  • spa
  • swimming pool
  • hotel facilities

6. Bopha – Housekeeping

• rooms 301–320
• clean
• tidy
• check carefully
• ready for guests
• problems → tell supervisor

7. Arun – Restaurant

• group: 15 people
• lunch: 12:30
• help waiters
• prepare tables
• serve guests
• friendly
• helpful
• busy restaurant

8. Teamwork

• one team
• help each other
• share information
• talk to colleagues
• support busy colleagues
• solve problems together

9. Guests

• many countries
• different needs
• tired after travel
• answer questions
• be patient
• friendly greeting
• smile
• make guests feel welcome

10. Final Message

• work hard
• enjoy the work
• happy staff → happy guests
• good job
• have a good shift

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

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Please use the box below
to write your feedback.
Only I can read it.
It is not public.

Please tell me:

• Are the texts and exercises OK?
• Are the topics OK?
• Is the level OK?
• Is it too easy or too difficult?
• Do you want texts about other topics?

Thank you! I appreciate your feedback.

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

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Remember how babies
learn a language:

Babies learn a language by listening.
They use their ears to hear sounds.
Their brain remembers these sounds.
Babies connect sounds with people and things.
They listen to their parents.
Then they copy the sounds they hear. They imitate words.
Slowly, babies learn to speak.

So,
LISTEN, LISTEN, LISTEN, LISTEN………………