• Understanding Guests from Different Cultures

Cultural awareness means understanding and respecting the different ways people live, think, eat, speak, and behave.

In tourism, it means knowing that guests from different countries may have different customs, food choices, greetings, and ways of communicating.

Tourism brings people from many different countries together. Hotel workers, restaurant staff, tour guides, and other tourism workers meet guests with different cultures and customs. For this reason, cultural awareness is very important in tourism. It helps staff understand guests and give them good service.

First, cultural awareness can help make guests happy. People have different likes and needs. Some guests may have special food needs. Others may have different ways of greeting people or talking to staff. When workers understand these differences, they can make guests feel welcome and comfortable.

Cultural awareness can also help staff avoid problems. A custom that is normal in one country may be unusual in another country. Some actions, words, or gestures may make a guest feel uncomfortable. Tourism workers should learn about different customs and show respect. This can help prevent misunderstandings.

Good communication is also important. People from different countries may speak different languages or communicate in different ways. Some guests may use simple English. Staff should speak clearly, listen carefully, and be patient. A friendly smile and polite behaviour can also help.

Cultural awareness can make a guest’s experience more personal. A hotel can offer different kinds of food or activities. Staff can also give guests information about local culture. These small things can make a holiday more enjoyable.

When guests feel respected, they can trust the hotel and its staff. They may enjoy their stay and want to come back. They may also tell their friends about the hotel. This can bring more guests to the business.

In conclusion, cultural awareness is an important skill in tourism. It helps workers understand different guests, communicate better, avoid problems, and provide good service. When tourism workers respect different cultures, guests feel welcome and happy. This is good for both the guests and the tourism business.
________________________

Vocabulary:

• to respect something – to treat something as important and good
• to behave – to act in a particular way
• a custom – a way of doing something in a country or culture
• to have needs – to need something
• to avoid problems – to stay away from problems
• to be unusual – to be different from what is normal
• a gesture – a movement of your hand, face, or body that shows something
• to feel uncomfortable – to not feel happy or relaxed
• to show respect – to act in a polite way towards someone or something
• to prevent misunderstandings – to stop people from understanding something wrongly
• to be patient – to stay calm and wait
• behaviour – the way a person acts
• a guest’s experience – what a guest sees, feels, and does during a stay
• to make something enjoyable – to make something more pleasant and fun
• to trust staff – to believe that staff are good and helpful
• to enjoy something – to like something and have a good time
• in conclusion – used before the final idea or answer
• a skill – something you can do well
• to provide good service – to give guests good help and care

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

Match each word or phrase with the correct definition:

1. to respect something
2. to behave
3. a custom
4. to have needs
5. to avoid problems
6. to be unusual
7. a gesture
8. to feel uncomfortable
9. to show respect
10. to prevent misunderstandings
11. to be patient
12. behaviour
13. a guest’s experience
14. to make something enjoyable
15. to trust staff
16. to enjoy something
17. in conclusion
18. a skill
19. to provide good service
    

A. the way a person acts
B. to like something and have a good time
C. to stay calm and wait
D. to give guests good help and care
E. to need something
F. what a guest sees, feels, and does during a stay
G. to act in a particular way
H. something you can do well
I. to treat something as important and good
J. a way of doing something in a country or culture
K. to act in a polite way towards someone or something
L. to stop people from understanding something wrongly
M. used before the final idea or answer
N. to stay away from problems
O. a movement of your hand, face, or body that shows something
P. to make something more pleasant and fun
Q. to believe that staff are good and helpful
R. to not feel happy or relaxed
S. to be different from what is normal

_______________________

Answers:
1–I, 2–G, 3–J, 4–E, 5–N, 6–S, 7–O,
8–R, 9–K, 10–L, 11–C, 12–A, 13–F,
14–P, 15–Q, 16–B, 17–M, 18–H, 19–D

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

Match the definition with the word

Definition:

1. to stay calm and wait
2. a movement of your hand, face, or body that shows something
3. to need something
4. to be different from what is normal
5. what a guest sees, feels, and does during a stay
6. to act in a particular way
7. to give guests good help and care
8. to like something and have a good time
9. to treat something as important and good
10. to believe that staff are good and helpful
11. to not feel happy or relaxed
12. something you can do well
13. to stay away from problems
14. a way of doing something in a country or culture
15. used before the final idea or answer
16. the way a person acts
17. to make something more pleasant and fun
18. to stop people from understanding something wrongly
19. to act in a polite way towards someone or something
    
    Word/s

A. to have needs
B. a skill
C. to avoid problems
D. to behave
E. to trust staff
F. to show respect
G. a custom
H. to make something enjoyable
I. behaviour
J. to be patient
K. to respect something
L. in conclusion
M. a guest’s experience
N. to prevent misunderstandings
O. to enjoy something
P. to provide good service
Q. a gesture
R. to feel uncomfortable
S. to be unusual

_______________________

Answer key:
1-J, 2-Q, 3-A, 4-S, 5-M, 6-D, 7-P, 8-O, 9-K, 10-E,
11-R, 12-B, 13-C, 14-G, 15-L, 16-I, 17-H, 18-N, 19-F

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

True or false:

1. Cultural awareness can make a holiday less enjoyable.
2. Staff should speak clearly and listen carefully to guests.
3. All guests have the same customs and food choices.
4. Cultural awareness is an important skill for tourism workers.
5. A friendly smile can help when staff communicate with guests.
6. Guests never tell other people about a good hotel experience.
7. Some guests may have special food needs.
8. Cultural awareness can make a guest’s experience more personal.
9. Staff should become angry when guests do not understand them.
10. Tourism workers meet guests from many different countries.
11. Respecting different cultures is bad for a tourism business.
12. Guests may trust a hotel when they feel respected.
13. Cultural awareness means understanding and respecting different ways of living and behaving.
14. Staff should speak quickly when a guest uses simple English.
15. Different customs can sometimes cause problems or misunderstandings.
16. Tourism workers should ignore different customs.
17. Guests from different cultures may have different food choices.
18. A custom that is normal in one country is always normal in every country.
19. Cultural awareness can help guests feel welcome and comfortable.
20. Cultural awareness is not important in tourism.

__________________________

False: 1,3,6,9,11,14,16,18,20

__________________________

Correct version:

Cultural awareness can make a holiday less enjoyable. True is: Cultural awareness can make a holiday more enjoyable.

Staff should speak clearly and listen carefully to guests.

All guests have the same customs and food choices. True is: Guests can have different customs and food choices.

Cultural awareness is an important skill for tourism workers.

A friendly smile can help when staff communicate with guests.

Guests never tell other people about a good hotel experience. True is: Guests may tell other people about a good hotel experience.

Some guests may have special food needs.

Cultural awareness can make a guest’s experience more personal.

Staff should become angry when guests do not understand them. True is: Staff should be patient when guests do not understand them.

Tourism workers meet guests from many different countries.

Respecting different cultures is bad for a tourism business. True is: Respecting different cultures is good for a tourism business.

Guests may trust a hotel when they feel respected.

Cultural awareness means understanding and respecting different ways of living and behaving.

Staff should speak quickly when a guest uses simple English. True is: Staff should speak clearly and patiently when a guest uses simple English.

Different customs can sometimes cause problems or misunderstandings.

Tourism workers should ignore different customs. True is: Tourism workers should learn about and respect different customs.

Guests from different cultures may have different food choices.

A custom that is normal in one country is always normal in every country. True is: A custom that is normal in one country may be unusual in another country.

Cultural awareness can help guests feel welcome and comfortable.

Cultural awareness is not important in tourism. True is: Cultural awareness is important in tourism.

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

Find the sentence or sentences in the text that support each statement. Choose the correct answer from A–L.

1. Understanding different cultures can help a hotel give better service.
2. Visitors may have different ideas about what is suitable to eat.
3. Knowing about other cultures can make people feel more relaxed during their stay.
4. Workers should be careful because normal actions can have different meanings in other places.
5. Good communication is especially important when visitors do not speak English well.
6. Being calm can help workers when communication is difficult.
7. Small actions by hotel staff can make a visitor’s holiday better.
8. Learning about local traditions can add something special to a visitor’s stay.
9. Respect from staff can help create a good relationship with visitors.
10. A positive experience can make visitors more likely to return.
11. Happy visitors can help a tourism business attract other customers.
12. Cultural awareness helps workers deal with differences in several important areas.

A. “They may also tell their friends about the hotel. This can bring more guests to the business.”
B. “Staff can also give guests information about local culture.”
C. “It helps staff understand guests and give them good service.”
D. “They may enjoy their stay and want to come back.”
E. “A custom that is normal in one country may be unusual in another country.”
F. “These small things can make a holiday more enjoyable.”
G. “When guests feel respected, they can trust the hotel and its staff.”
H. “Some guests may use simple English. Staff should speak clearly, listen carefully, and be patient.”
I. “It helps workers understand different guests, communicate better, avoid problems, and provide good service.”
J. “Some guests may have special food needs.”
K. “Staff should speak clearly, listen carefully, and be patient.”
L. “They can make guests feel welcome and comfortable.”

___________________________

Answers:
1–C, 2–J, 3–L, 4–E, 5–H, 6–K, 7–F,
8–B, 9–G, 10–D, 11–A, 12–I

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

Match the sentence halves

1. Cultural awareness is important
2. Guests from different countries may have
3. Tourism workers should learn about
4. Staff should speak clearly and
5. Different customs can sometimes
6. A friendly smile can help
7. Hotels can offer different kinds of food
8. When guests feel respected,
9. Guests may enjoy their stay
10. Good cultural awareness can help tourism workers
    

A. they can trust the hotel and its staff.
B. different customs and show respect.
C. understand guests and provide good service.
D. when they talk to guests from other countries.
E. and activities for their guests.
F. cause misunderstandings between people.
G. in tourism because staff meet people from many cultures.
H. and want to come back to the hotel.
I. listen carefully to their guests.
J. different food needs and ways of communicating.

__________________________

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

Correct answers:

1. Cultural awareness is important in tourism because staff meet people from many cultures.
2. Guests from different countries may have different food needs and ways of communicating.
3. Tourism workers should learn about different customs and show respect.
4. Staff should speak clearly and listen carefully to their guests.
5. Different customs can sometimes cause misunderstandings between people.
6. A friendly smile can help when they talk to guests from other countries.
7. Hotels can offer different kinds of food and activities for their guests.
8. When guests feel respected, they can trust the hotel and its staff.
9. Guests may enjoy their stay and want to come back to the hotel.
10. Good cultural awareness can help tourism workers understand guests and provide good service.

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

Choose the best answer based on the text:

1. A guest has a special food need. What should staff do?
   A. Ignore the guest
   B. Tell the guest to leave
   C. Understand the guest’s needs
2. A guest uses simple English. What should staff do?
   A. Speak clearly and be patient
   B. Stop talking
   C. Speak very quickly
3. A guest feels respected by hotel staff. What may happen?
   A. The guest may complain about the hotel
   B. The guest may trust the staff
   C. The guest may leave immediately
4. A guest enjoys the hotel experience. What may happen later?
   A. The guest may forget the hotel
   B. The guest may avoid tourism
   C. The guest may want to come back
5. Guests tell their friends about a good hotel. What can happen?
   A. The hotel may get more guests
   B. The hotel may close
   C. The hotel may have fewer guests
6. A tourism worker learns about different customs. What can this help the worker do?
   A. Avoid all communication with guests
   B. Show respect to guests
   C. Give every guest the same service
7. A guest feels uncomfortable because of something a worker does. What should the worker do?
   A. Ignore the guest
   B. Continue doing the same thing
   C. Try to understand the cultural difference
8. A hotel gives guests information about local culture. What can this do?
   A. Make the holiday more enjoyable
   B. Make communication impossible
   C. Stop guests from trying local activities
9. Staff listen carefully when guests speak. What can this help them do?
   A. Make guests leave the hotel
   B. Understand their guests better
   C. Avoid providing service
10. A hotel respects guests from different cultures. What can this mean for the business?
    A. Guests will never return
    B. The hotel will have fewer visitors
    C. Guests may enjoy their stay and recommend the hotel to others

_____________________________

Answers:
1–C, 2–A, 3–B, 4–C, 5–A, 6–B, 7–C, 8–A, 9–B, 10–C
#####################

Match each cause (1–12) with the correct result (A–L):

A cause tells us why something happens.
A result tells us what happens because of it.

Example:
Cause: Staff understand different cultures.
Result: Guests feel welcome.

Example:
Cause: A guest feels respected.
Result: The guest may trust the hotel.

1. Staff understand different cultures.
   
   D) Staff can give better service.
   
2. Guests have special food needs.
3. Staff learn about different customs.
4. Staff speak clearly and listen carefully.
5. Staff are patient with guests.
6. Staff show respect to different cultures.
7. Guests feel welcome and comfortable.
8. Guests feel respected by hotel staff.
9. Guests enjoy their stay.
10. Guests tell their friends about the hotel.
11. Hotels offer different food and activities.
12. Staff give guests information about local culture.

A. They may tell other people about the hotel.
B. Guests can feel more comfortable.
C. Guests may understand the local area better.
D. Staff can give better service.
E. The hotel may get more guests.
F. Guests may trust the hotel and its staff.
G. Staff can avoid some problems.
H. Guests can find food that is right for them.
I. Communication can be easier.
J. Guests may want to come back.
K. Guests can enjoy different things during their holiday.
L. Guests may feel more respected.

______________________

Answers:
1–D, 2–H, 3–G, 4–I, 5–B, 6–L, 7–F,
8–J, 9–A, 10–E, 11–K, 12–C

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

Find one word in the text that matches each meaning.

1. visitors → __guests__
   
2. ways of doing things in a culture → __________
3. talking or exchanging information → __________
4. things people need → __________
5. actions of a person → __________
6. feeling safe and believing someone → __________
7. a holiday or stay that someone has → __________
8. something you can do well → __________
9. people who work in a hotel → __________
10. a person staying at a hotel → __________

——————————-

Answers:
1. visitors → guests
2. ways of doing things in a culture → customs
3. talking or exchanging information → communication
4. things people need → needs
5. actions of a person → behaviour
6. feeling safe and believing someone → trust
7. a holiday or stay that someone has → experience
8. something you can do well → skill
9. people who work in a hotel → staff
10. a person staying at a hotel → guest

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

In each group, three words are connected to the text. One word does not belong. Find the odd one out:

1. guest – ticket – visitor – tourist
2. custom – tradition – passport – culture
3. food – gesture – drink – meal
4. hotel – restaurant – sunny – tour guide
5. respect – patience – anger – kindness
6. speak – sleep – listen – communicate
7. comfortable – happy – worried – welcome
8. staff – employee – guest – manager
9. holiday – problem – stay – experience
10. local culture – weather – customs – gestures

_____________________

Answers:

guest – ticket – visitor – tourist → ticket – The other three are people who may travel or stay in a hotel.

custom – tradition – passport – culture → passport – The other three are connected with culture and ways of life.

food – gesture – drink – meal → gesture – The other three are connected with food and drinks.

hotel – restaurant – sunny – tour guide → sunny – The other three are places or people connected with tourism.

respect – patience – anger – kindness → anger – The other three are positive qualities that can help staff work with guests.

speak – sleep – listen – communicate → sleep – The other three are connected with communication.

comfortable – happy – worried – welcome → worried – The other three describe positive feelings or a positive situation.

staff – employee – guest – manager → guest – The other three are people who work in a hotel.

holiday – problem – stay – experience → problem – The other three are connected with a holiday or a stay.

local culture – weather – customs – gestures → weather – The other three are connected with culture.

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

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

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

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.

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

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

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

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………………