• simple English can make a big difference in Asian hotels

Many tourists visit Asian countries every year. They stay in hotels in large cities, small towns, and popular tourist areas. When they stay in a hotel, they often need to speak English. They may want information, ask questions, or ask for help. However, English is not common in every part of Asia.

Because of this, communication can sometimes be difficult. A guest may ask a hotel worker a simple question, but the worker may not understand. The guest may repeat the question or use a translation app on a phone. Sometimes this works, but sometimes it does not. The guest can become frustrated and unhappy.

English is especially important for hotel workers who have contact with guests. At a minimum, front desk staff, restaurant staff, and bar staff should have enough English to communicate with international guests. These workers speak to guests every day. Front desk staff answer questions and help guests with their rooms. Restaurant staff take orders and answer questions about food and drinks. Bar staff also need to understand orders and simple questions.

Hotel workers do not need perfect English. They need English for common situations at work. They should be able to understand simple questions and give clear answers. They should also know useful words and sentences for their job.

Some hotels already help their staff improve their English. They give English lessons and let staff practise speaking. Staff can practise situations such as checking in a guest, taking a food order, or serving a drink. Some hotels also have workers with very good English. These workers can help other staff when there is a communication problem.

Other hotels do less to improve staff English. This can be a problem when many international guests stay at the hotel.

Better English can make hotel visits easier for both guests and staff. Guests can get help more easily, and staff can do their jobs with more confidence. Good communication can also help guests have a more pleasant stay.

___________________________

Vocabulary:

Word / phrase	A1 definition
popular	liked by many people
however	used to say something is different
to be common	to be found or seen in many places
communication	talking or sharing information with other people
to repeat	to say or do something again
a translation app	a phone app that changes words from one language to another
to become frustrated	to feel unhappy because something is difficult
especially	more than other people or things
at a minimum	the smallest number or amount needed
to understand orders	to know what a guest wants to eat or drink
a common situation	something that happens often
a useful word	a word that can help you in a situation
a sentence	words that together have a meaning
to improve one’s English	to make your English better
to practise speaking	to speak English to get better at it
confidence	the feeling that you can do something well
a pleasant day	a nice and enjoyable day

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Match the words with the definitions

1. popular
2. however
3. to be common
4. communication
5. to repeat
6. a translation app
7. to become frustrated
8. especially
9. at a minimum
10. to understand orders
11. a common situation
12. a useful word
13. a sentence
14. to improve one’s English
15. to practise speaking
16. confidence
17. a pleasant day
    

A. to make your English better
B. a nice and enjoyable day
C. to say or do something again
D. liked by many people
E. more than other people or things
F. the feeling that you can do something well
G. words that together have a meaning
H. to know what a guest wants to eat or drink
I. to feel unhappy because something is difficult
J. something that happens often
K. to speak English to get better at it
L. talking or sharing information with other people
M. the smallest number or amount needed
N. used to say something is different
O. to be found or seen in many places
P. a phone app that changes words from one language to another
Q. a word that can help you in a situation

_____________________________

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

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Match the definitions with the words

1. liked by many people
2. to say or do something again
3. talking or sharing information with other people
4. a nice and enjoyable day
5. to speak English to get better at it
6. a word that can help you in a situation
7. to feel unhappy because something is difficult
8. the smallest number or amount needed
9. used to say something is different
10. a phone app that changes words from one language to another
11. more than other people or things
12. words that together have a meaning
13. to be found or seen in many places
14. the feeling that you can do something well
15. to know what a guest wants to eat or drink
16. to make your English better
17. something that happens often
    

A. confidence
B. to improve one’s English
C. popular
D. a common situation
E. to practise speaking
F. especially
G. a sentence
H. to become frustrated
I. a translation app
J. to repeat
K. a pleasant day
L. a useful word
M. communication
N. however
O. at a minimum
P. to be common
Q. to understand orders

_________________________

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

1. Some tourists have problems communicating with hotel staff in English.
2. All hotel workers in Asia need perfect English.
3. Front desk staff answer questions and help guests with their rooms.
4. English is common in every part of Asia.
5. Restaurant staff take orders from guests.
6. Some guests use a translation app when they have a communication problem.
7. Bar staff do not need to understand guest orders.
8. Hotel workers need English only for speaking to other hotel workers.
9. Some hotels give English lessons to their staff.
10. International guests never become frustrated when communication is difficult.
11. Staff can practise situations such as checking in a guest.
12. Only front desk staff have contact with guests.
13. Some hotels have workers with very good English.
14. Better English can help staff work with more confidence.
15. Hotel workers need to speak perfect English to help international guests.
16. Restaurant staff may answer questions about food and drinks.
17. All hotels do a lot to improve their staff’s English.
18. Good communication can help guests have a more pleasant stay.
19. Translation apps always solve communication problems.
20. Hotel staff who meet international guests do not need English.

_______________________________

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

______________________________

Correct version:

1. Some tourists have problems communicating with hotel staff in English.
2. All hotel workers in Asia need perfect English.
   True is: Hotel workers do not need perfect English.
3. Front desk staff answer questions and help guests with their rooms.
4. English is common in every part of Asia.
   True is: English is not common in every part of Asia.
5. Restaurant staff take orders from guests.
6. Some guests use a translation app when they have a communication problem.
7. Bar staff do not need to understand guest orders.
   True is: Bar staff need to understand guest orders.
8. Hotel workers need English only for speaking to other hotel workers.
   True is: Hotel workers need English for common situations at work.
9. Some hotels give English lessons to their staff.
10. International guests never become frustrated when communication is difficult.
    True is: International guests can become frustrated when communication is difficult.
11. Staff can practise situations such as checking in a guest.
12. Only front desk staff have contact with guests.
    True is: Front desk, restaurant, and bar staff have contact with guests.
13. Some hotels have workers with very good English.
14. Better English can help staff work with more confidence.
15. Hotel workers need to speak perfect English to help international guests.
    True is: Hotel workers need enough English to communicate with international guests.
16. Restaurant staff may answer questions about food and drinks.
17. All hotels do a lot to improve their staff’s English.
    True is: Some hotels do less to improve their staff’s English.
18. Good communication can help guests have a more pleasant stay.
19. Translation apps always solve communication problems.
    True is: Translation apps sometimes work, but sometimes they do not.
20. Hotel staff who meet international guests do not need English.
    True is: Hotel staff who meet international guests need English.

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Match the sentence halves

1. Many tourists visit Asian countries
2. Guests often need to speak English
3. Communication can sometimes be difficult
4. A guest may ask a hotel worker
5. Some guests use a translation app
6. Hotel workers do not need
7. Front desk staff answer questions
8. Restaurant staff take orders
9. Bar staff need to understand
10. Some hotels give English lessons
11. Staff can practise situations
12. Some hotels have workers
13. Other hotels do less
14. Better English can make hotel visits
15. Guests can get help
16. Good communication can help guests
    

A. when they have a communication problem.
B. more easily.
C. who have very good English.
D. every year.
E. to improve their staff’s English.
F. such as checking in a guest.
G. orders and simple questions.
H. when they stay in a hotel.
I. a simple question.
J. and help guests with their rooms.
K. perfect English.
L. easier for both guests and staff.
M. to improve their English.
N. from guests.
O. when staff and guests do not understand each other.
P. have a more pleasant stay.

_____________________________

Answers:
1-D, 2-H, 3-O, 4-I, 5-A, 6-K, 7-J, 8-N,
9-G, 10-E, 11-F, 12-C, 13-M, 14-L, 15-B, 16-P
_____________________________

Full version:

1. Many tourists visit Asian countries every year.
2. Guests often need to speak English when they stay in a hotel.
3. Communication can sometimes be difficult when staff and guests do not understand each other.
4. A guest may ask a hotel worker a simple question.
5. Some guests use a translation app when they have a communication problem.
6. Hotel workers do not need perfect English.
7. Front desk staff answer questions and help guests with their rooms.
8. Restaurant staff take orders from guests.
9. Bar staff need to understand orders and simple questions.
10. Some hotels give English lessons to improve their staff’s English.
11. Staff can practise situations such as checking in a guest.
12. Some hotels have workers who have very good English.
13. Other hotels do less to improve their English.
14. Better English can make hotel visits easier for both guests and staff.
15. Guests can get help more easily.
16. Good communication can help guests have a more pleasant stay.

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

Cause and effect – match

1. A guest uses a translation app.
2. Hotel workers practise speaking.
3. A guest needs information.
4. Restaurant staff speak English.
5. A hotel worker does not understand a guest.
6. Communication between staff and guests is good.
7. Some hotels have workers with very good English.
8. Bar staff understand orders.
9. A guest cannot communicate with hotel staff.
10. Hotels give staff English lessons.
11. Front desk staff speak English.
12. Staff can communicate clearly with guests.
13. Hotel staff have good English.
14. The guest repeats the question.
15. Hotel workers feel more confident.
16. Guests can get help more easily.
    

A. Guests can ask questions about food and drinks.
B. The guest may have problems getting help.
C. Guests can have a more pleasant stay.
D. Guests can communicate more easily.
E. The guest may try to explain the question again.
F. Guests can get the help they need.
G. Their English can improve.
H. Guests can ask questions about their rooms.
I. They can help other staff with communication problems.
J. The guest may become frustrated.
K. The app may help the guest and the worker understand each other.
L. Guests can order drinks more easily.
M. Their English can become better.
N. Guests can get information from the front desk.
O. Guests can understand the answers.
P. They can do their jobs with more confidence.

_______________________

Answers:
1-K, 2-M, 3-H, 4-A, 5-J, 6-C, 7-I, 8-L, 9-B,
10-G, 11-N, 12-O, 13-D, 14-E, 15-P, 16-F
#################

Statement and evidence – match each statement with the correct evidence from the text

1. International visitors may have trouble talking to hotel workers.
2. A phone can sometimes help when people speak different languages.
3. Poor communication can have a negative effect on guests.
4. Reception workers need to be able to communicate with visitors.
5. Food service workers need English for their daily work.
6. Drink service workers also need to communicate with guests.
7. Hotel workers only need basic English for many work situations.
8. Staff need to know language that is useful in their jobs.
9. Hotels can help their workers develop better English skills.
10. Workers can learn by acting out real work situations.
11. Some hotels already have employees who speak English very well.
12. These employees can support colleagues when there is a problem.
13. Better English can make hotel workers feel better about their work.
14. Clear communication can improve a visitor’s experience.
    

A. Some hotels already help their staff improve their English.
B. Front desk staff answer questions and help guests with their rooms.
C. Good communication can also help guests have a more pleasant stay.
D. Bar staff also need to understand orders and simple questions.
E. The guest can become frustrated and unhappy.
F. Staff can do their jobs with more confidence.
G. Some hotels also have workers with very good English.
H. Hotel workers do not need perfect English.
I. A guest may ask a hotel worker a simple question, but the worker may not understand.
J. They should also know useful words and sentences for their job.
K. Restaurant staff take orders and answer questions about food and drinks.
L. The guest may repeat the question or use a translation app on a phone.
M. These workers can help other staff when there is a communication problem.
N. Staff can practise situations such as checking in a guest, taking a food order, or serving a drink.

____________________________

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

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

Choose the correct answer

1. Why do tourists often need English in hotels?
   A. They may need information or help.
   B. They want to work in the hotel.
   C. They want to teach staff.
2. What can happen when a hotel worker does not understand a guest?
   A. The worker changes the room.
   B. The guest may become unhappy.
   C. The guest leaves the country.
3. Which hotel workers need English?
   A. Chefs, managers and cleaners
   B. Managers, cleaners and drivers
   C. Front desk, restaurant and bar staff
4. What should hotel workers be able to do?
   A. Speak several languages
   B. Understand simple questions and give clear answers
   C. Talk about difficult subjects
5. How can staff improve their English?
   A. By practising work situations
   B. By reading hotel advertisements
   C. By travelling abroad
6. Why can staff with very good English be useful?
   A. They can help other workers.
   B. They can manage the hotel.
   C. They can speak for guests.
7. What might a guest do if a worker does not understand?
   A. The guest changes hotels.
   B. The guest asks another tourist.
   C. The guest may repeat the question.
8. What do restaurant staff do?
   A. They clean hotel rooms.
   B. They take orders from guests.
   C. They answer phone calls.
9. What do bar staff need to understand?
   A. Orders and simple questions
   B. Hotel rules and prices
   C. Room numbers and names
10. What do some hotels give their staff?
    A. Free holidays
    B. New uniforms
    C. English lessons
11. What can better English help staff do?
    A. Travel to other countries
    B. Do their jobs with more confidence
    C. Get more hotel guests
12. What can good communication give guests?
    A. A free hotel room
    B. A longer holiday
    C. A more pleasant stay

_____________________________

Answers:
1-A, 2-B, 3-C, 4-B, 5-A, 6-A, 7-C,
8-B, 9-A, 10-C, 11-B, 12-C
#####################

Find the information in the text that answers each question

1.Why might tourists need to use English in a hotel?

2.What can happen when a worker does not understand a guest?

3.What can guests use on their phones to help them communicate?

4.Which three groups of hotel staff need English?

5.What do front desk staff do for guests?

6.What do restaurant staff do?

7.What do bar staff need to understand?

8.Do hotel workers need perfect English?

9.What should hotel workers be able to understand?

10.How can hotels help their staff learn English?

11.What can staff practise during English lessons?

12.How can good communication improve a guest’s stay?

____________________________

Possible answers:

1. Why might tourists need to use English in a hotel? They may need information, ask questions, or ask for help.
2. What can happen when a worker does not understand a guest? The guest can become frustrated and unhappy.
3. What can guests use on their phones to help them communicate? They can use a translation app.
4. Which three groups of hotel staff need English? Front desk, restaurant, and bar staff.
5. What do front desk staff do for guests? They answer questions and help guests with their rooms.
6. What do restaurant staff do? They take orders and answer questions about food and drinks.
7. What do bar staff need to understand? They need to understand orders and simple questions.
8. Do hotel workers need perfect English? No, they do not need perfect English.
9. What should hotel workers be able to understand? They should be able to understand simple questions.
10. How can hotels help their staff learn English? They can give English lessons and let staff practise speaking.
11. What can staff practise during English lessons? They can practise checking in a guest, taking a food order, or serving a drink.
12. How can good communication improve a guest’s stay? It can help guests have a more pleasant stay.

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

Complete the sentences

1. Many tourists visit Asian countries and stay in ________.
2. Guests may need English to ask questions or ask for ________.
3. A guest may use a ________ app on a phone.
4. The guest can become frustrated and ________.
5. Front desk, restaurant, and ________ staff need English.
6. Hotel workers do not need ________ English.
7. Staff should know useful words and ________ for their job.
8. Some hotels give English ________ to their staff.
9. Staff can practise checking in a guest, taking a food order, or serving a ________.
10. Better English can help staff work with more ________.
11. English is not ________ in every part of Asia.
12. Guests may want ________ when they stay at a hotel.
13. A hotel worker may not ________ a guest’s question.
14. A guest may ________ the question if the worker does not understand.
15. Restaurant staff take ________ from guests.
16. Bar staff need to understand orders and simple ________.
17. Some hotels have workers with very ________ English.
18. These workers can help other staff with a communication ________.
19. Good communication can make hotel visits ________ for guests and staff.
20. Better communication can help guests have a more ________ stay.

—————————————————–

Answers:

1. Many tourists visit Asian countries and stay in hotels.
2. Guests may need English to ask questions or ask for help.
3. A guest may use a translation app on a phone.
4. The guest can become frustrated and unhappy.
5. Front desk, restaurant, and bar staff need English.
6. Hotel workers do not need perfect English.
7. Staff should know useful words and sentences for their job.
8. Some hotels give English lessons to their staff.
9. Staff can practise checking in a guest, taking a food order, or serving a drink.
10. Better English can help staff work with more confidence.
11. English is not common in every part of Asia.
12. Guests may want information when they stay at a hotel.
13. A hotel worker may not understand a guest’s question.
14. A guest may repeat the question if the worker does not understand.
15. Restaurant staff take orders from guests.
16. Bar staff need to understand orders and simple questions.
17. Some hotels have workers with very good English.
18. These workers can help other staff with a communication problem.
19. Good communication can make hotel visits easier for guests and staff.
20. Better communication can help guests have a more pleasant stay.

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

Match the questions and answers

1. Why is English important in your hotel?
2. Which hotel workers need English?
3. What happens when a worker does not understand a guest?
4. What can happen to a guest in this situation?
5. Do your workers need perfect English?
6. What English do hotel workers need?
7. How can workers make their English better?
8. What can staff practise in these lessons?
9. What can workers with very good English do?
10. How does good English help hotel workers?
11. What can good English mean for guests?
12. What would you like to see in the future?
    

A. They can practise checking in a guest, taking a food order, and serving a drink.
B. They need useful words and sentences for talking to guests, taking orders, and answering questions.
C. I would like more hotel workers to use English well when they speak to international guests.
D. They can get information and help more easily during their stay.
E. No. They need enough English for the situations they have at work.
F. Front desk, restaurant, and bar staff speak to international guests every day.
G. They can talk to guests more easily and feel more sure about their work.
H. The guest may repeat the question, use a translation app, or ask another worker for help.
I. Many of our guests come from other countries, so they need English to talk to our staff.
J. They can help other workers when there is a problem with a guest.
K. English lessons and speaking practice can help them learn more.
L. The guest may feel frustrated because it is difficult to get help.

__________________________

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

__________________________

Correct version:

Interview with a Hotel Manager

Interviewer: Why is English important in your hotel?
Hotel Manager: Many of our guests come from other countries, so they need English to talk to our staff.

Interviewer: Which hotel workers need English?
Hotel Manager: Front desk, restaurant, and bar staff speak to international guests every day.

Interviewer: What happens when a worker does not understand a guest?
Hotel Manager: The guest may repeat the question, use a translation app, or ask another worker for help.

Interviewer: What can happen to a guest in this situation?
Hotel Manager: The guest may feel frustrated because it is difficult to get help.

Interviewer: Do your workers need perfect English?
Hotel Manager: No. They need enough English for the situations they have at work.

Interviewer: What English do hotel workers need?
Hotel Manager: They need useful words and sentences for talking to guests, taking orders, and answering questions.

Interviewer: How can workers make their English better?
Hotel Manager: English lessons and speaking practice can help them learn more.

Interviewer: What can staff practise in these lessons?
Hotel Manager: They can practise checking in a guest, taking a food order, and serving a drink.

Interviewer: What can workers with very good English do?
Hotel Manager: They can help other workers when there is a problem with a guest.

Interviewer: How does good English help hotel workers?
Hotel Manager: They can talk to guests more easily and feel more sure about their work.

Interviewer: What can good English mean for guests?
Hotel Manager: They can get information and help more easily during their stay.

Interviewer: What would you like to see in the future?
Hotel Manager: I would like more hotel workers to use English well when they speak to international guests.

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to write your feedback.
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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………………

smfrockz@gmx.at


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