• many, though, have well trained staff

I recently stayed at a five-star hotel in Asia. The hotel was beautiful, the rooms were comfortable, and there were many good facilities. However, I was disappointed by one important problem: the English of many members of staff was not good enough for a five-star hotel.

I am not expecting every employee to speak perfect English. However, I believe that staff who have direct contact with international guests should be able to communicate in decent English. This is especially important at the front desk, in the restaurant and at the bar.

At the front desk, guests need to explain their needs and ask questions. They may want to change a room, arrange transport, ask about hotel services or report a problem. Simple words are not always enough. The receptionist needs to understand the guest and also explain the situation clearly.

The same is true in the restaurant. A guest may have questions about a dish, want to change an ingredient, order something that is not on the menu, or explain a special request. If the waiter only understands simple words such as “coffee”, “water” or “chicken”, real communication is difficult.

The bar can have the same problem. Guests may want a particular drink, ask about ingredients, request a different preparation or explain exactly what they would like. The bartender needs enough English to understand the request and check details when necessary.

What frustrated me most was that some staff seemed to say “Yes” even when they had not understood me. A smile and a “Yes, sir” are not enough. In a five-star hotel, I want to know that the person has actually understood what I am asking for.

Good English does not mean using complicated vocabulary. Staff need practical English for their job. They should be able to listen, ask simple questions, confirm information and explain things clearly.

A five-star hotel sells more than a beautiful room. It also sells service. When guests cannot communicate properly with the front desk, restaurant or bar, the quality of that service is affected. For me, decent English in these important guest-contact positions is therefore not a luxury. It is an essential part of professional hotel service.

This version also makes the distinction clear: not perfect English, but enough English for real two-way communication.

Thank you to those who train their staff
to be ready for
real two-way communication.

_____________________________

Vocabulary:

Word / phrase	A1 definition
recently	a short time ago
facilities in a hotel	things in a hotel that guests can use, such as a pool or gym
however	used to say that something is different from what you said before
to be disappointed	to feel unhappy because something is not as good as you hoped
to expect	to think that something will happen or that someone will do something
an employee	a person who works for a company or hotel
to communicate	to talk or share information with another person
decent English	English that is good enough to talk and understand each other
to explain one’s needs	to tell someone what you need
to arrange transport	to organise a car, taxi, bus or other way to travel
a dish	a type of food on a restaurant menu
an ingredient	one of the foods used to make a dish
a request	something you ask someone to do
a particular drink	one special drink that you want
a bartender	a person who makes and serves drinks at a bar
to be frustrated	to feel unhappy because you cannot do or get what you want
complicated vocabulary	words that are difficult to understand or use
to confirm information	to check that information is correct
to communicate properly	to talk and understand each other clearly
to be affected	to have a change because something else happens

#######################
Match the words with the definitions

1. to arrange transport
2. recently
3. an ingredient
4. to be frustrated
5. a bartender
6. however
7. to confirm information
8. a dish
9. to communicate
10. decent English
11. an employee
12. to be disappointed
13. a request
14. complicated vocabulary
15. to explain one’s needs
16. to expect
17. facilities in a hotel
18. a particular drink
19. to communicate properly
20. to be affected

A. English that is good enough to talk and understand each other
B. a person who works for a company or hotel
C. to feel unhappy because something is not as good as you hoped
D. things in a hotel that guests can use, such as a pool or gym
E. one special drink that you want
F. to check that information is correct
G. words that are difficult to understand or use
H. to think that something will happen or that someone will do something
I. a short time ago
J. one of the foods used to make a dish
K. to organise a car, taxi, bus or other way to travel
L. to talk or share information with another person
M. to feel unhappy because you cannot do or get what you want
N. to tell someone what you need
O. something you ask someone to do
P. a type of food on a restaurant menu
Q. used to say that something is different from what you said before
R. to have a change because something else happens
S. a person who makes and serves drinks at a bar
T. to talk and understand each other clearly

____________________________

Answer key:

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

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

Match the definitions with the words

1. English that is good enough to talk and understand each other
2. a person who works for a company or hotel
3. to feel unhappy because something is not as good as you hoped
4. things in a hotel that guests can use, such as a pool or gym
5. one special drink that you want
6. to check that information is correct
7. words that are difficult to understand or use
8. to think that something will happen or that someone will do something
9. a short time ago
10. one of the foods used to make a dish
11. to organise a car, taxi, bus or other way to travel
12. to talk or share information with another person
13. to feel unhappy because you cannot do or get what you want
14. to tell someone what you need
15. something you ask someone to do
16. a type of food on a restaurant menu
17. used to say that something is different from what you said before
18. to have a change because something else happens
19. a person who makes and serves drinks at a bar
20. to talk and understand each other clearly

Words

A. a request
B. to communicate properly
C. a bartender
D. recently
E. to be affected
F. an employee
G. to expect
H. a dish
I. to explain one’s needs
J. decent English
K. to be disappointed
L. to arrange transport
M. complicated vocabulary
N. however
O. an ingredient
P. to communicate
Q. to be frustrated
R. facilities in a hotel
S. to confirm information
T. a particular drink

_____________________________

Answer key:
1-J, 2-F, 3-K, 4-R, 5-T, 6-S, 7-M,
8-G, 9-D, 10-O, 11-L, 12-P, 13-Q, 14-I,
15-A, 16-H, 17-N, 18-E, 19-C, 20-B
#####################

True or false

1. The hotel had comfortable rooms and many good facilities.
2. Staff at the front desk need to understand guests and explain things clearly.
3. The writer expects every hotel employee to speak perfect English.
4. A restaurant guest may want to change an ingredient in a dish.
5. Guests never need English to arrange transport at a hotel.
6. The writer says that knowing only words such as “coffee”, “water” and “chicken” is enough for good communication.
7. A bartender may need to ask questions about a guest’s drink.
8. The writer believes that complicated vocabulary is necessary for good hotel service.
9. Some staff said “Yes” even when they had not understood the writer.
10. Staff should be able to listen, ask questions and confirm information.
11. The writer thinks that a smile and “Yes, sir” are always enough.
12. The writer says that decent English is an essential part of professional hotel service.
13. The writer only had problems with the English of the restaurant staff.
14. A guest may ask a receptionist to change a room.
15. The writer wants hotel staff to use difficult English with international guests.
16. The bar can also have communication problems with guests.
17. The writer says that a five-star hotel only sells beautiful rooms.
18. Real two-way communication means that both people understand each other.
19. The writer says that decent English is a luxury in a five-star hotel.
20. The writer thanks people who train their staff for real two-way communication.

______________________________

Answer key:
1 True, 2 True, 3 False, 4 True, 5 False, 6 False, 7 True, 8 False, 9 True, 10 True, 11 False, 12 True, 13 False, 14 True, 15 False, 16 True, 17 False, 18 True, 19 False, 20 False

______________________________

Correct version:

1. The hotel had comfortable rooms and many good facilities.
2. Staff at the front desk need to understand guests and explain things clearly.
3. The writer expects every hotel employee to speak perfect English.
   True is: The writer does not expect every hotel employee to speak perfect English.
4. A restaurant guest may want to change an ingredient in a dish.
5. Guests never need English to arrange transport at a hotel.
   True is: Guests may need English to arrange transport at a hotel.
6. Knowing only words such as “coffee”, “water” and “chicken” is enough for real communication.
   True is: Knowing only simple words such as “coffee”, “water” and “chicken” is not enough for real communication.
7. A bartender may need to ask questions about a guest’s drink.
8. The writer believes that complicated vocabulary is necessary for good hotel service.
   True is: The writer believes that staff need practical English, not complicated vocabulary.
9. Some staff said “Yes” even when they had not understood the writer.
10. Staff should be able to listen, ask questions and confirm information.
11. A smile and “Yes, sir” are always enough in a five-star hotel.
    True is: A smile and “Yes, sir” are not enough in a five-star hotel.
12. The writer says that decent English is an essential part of professional hotel service.
13. The writer only had problems with the English of the restaurant staff.
    True is: The writer had concerns about English at the front desk, in the restaurant and at the bar.
14. A guest may ask a receptionist to change a room.
15. The writer wants hotel staff to use difficult English with international guests.
    True is: The writer wants staff to use practical English for their jobs.
16. The bar can also have communication problems with guests.
17. The writer says that a five-star hotel only sells beautiful rooms.
    True is: The writer says that a five-star hotel sells more than a beautiful room; it also sells service.
18. Real two-way communication means that both people understand each other.
19. The writer says that decent English is a luxury in a five-star hotel.
    True is: The writer says that decent English is not a luxury but an essential part of professional hotel service.
20. The writer says that good English means using complicated vocabulary.
    True is: The writer says that good English does not mean using complicated vocabulary.

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

Match the sentence halves

1. The hotel was beautiful,
2. I am not expecting every employee
3. Staff who have direct contact with international guests
4. At the front desk, guests need
5. A receptionist needs to understand the guest
6. A guest in the restaurant may want
7. If the waiter only understands simple words,
8. Guests at the bar may ask about
9. Some staff said “Yes”
10. Good English does not mean
11. Staff should be able to listen,
12. A five-star hotel sells more than
13. When guests cannot communicate properly,
14. Decent English in guest-contact positions
15. Thank you to those who train their staff

A. to change an ingredient or make a special request.
B. to speak perfect English.
C. their drinks and ask for a different preparation.
D. should be able to communicate in decent English.
E. the quality of the service is affected.
F. and the rooms were comfortable.
G. using complicated vocabulary.
H. even when they had not understood me.
I. to explain their needs and ask questions.
J. ask simple questions and confirm information.
K. a beautiful room; it also sells service.
L. real communication is difficult.
M. is an essential part of professional hotel service.
N. a beautiful room; it also sells service.
O. to be ready for real two-way communication.

_____________________________

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

Correct version:

The hotel was beautiful, and the rooms were comfortable.

I am not expecting every employee to speak perfect English.

Staff who have direct contact with international guests should be able to communicate in decent English.

At the front desk, guests need to explain their needs and ask questions.

A receptionist needs to understand the guest and explain the situation clearly.

A guest in the restaurant may want to change an ingredient or make a special request.

If the waiter only understands simple words, real communication is difficult.

Guests at the bar may ask about their drinks and ask for a different preparation.

Some staff said “Yes” even when they had not understood me.

Good English does not mean using complicated vocabulary.

Staff should be able to listen, ask simple questions and confirm information.

A five-star hotel sells more than a beautiful room; it also sells service.

When guests cannot communicate properly, the quality of the service is affected.

Decent English in guest-contact positions is an essential part of professional hotel service.

Thank you to those who train their staff to be ready for real two-way communication.

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

Multiple choice – choose A, B or C

1. Why was the writer disappointed?
   • A. The rooms were small.
   • B. The staff English was not good enough.
   • C. The hotel had few facilities.
2. What level of English does the writer want from guest-contact staff?
   • A. Decent English
   • B. Perfect English
   • C. Academic English
3. Where is good English especially important?
   • A. Only at the front desk
   • B. Only in the restaurant
   • C. At the front desk, restaurant and bar
4. What may a guest ask for at the front desk?
   • A. A new menu
   • B. A different drink
   • C. A room change
5. Why can simple words sometimes be insufficient?
   • A. Guests may need to explain their needs.
   • B. The hotel has many rooms.
   • C. Guests dislike speaking.
6. What may a guest change in a dish?
   • A. An ingredient
   • B. The table
   • C. The waiter
7. What happens if a waiter knows only simple words?
   • A. The guest gets free food.
   • B. The waiter leaves.
   • C. Communication becomes difficult.
8. What may guests ask a bartender about?
   • A. A particular drink
   • B. A hotel room
   • C. A taxi
9. What frustrated the writer most?
   • A. The hotel was busy.
   • B. The restaurant was closed.
   • C. Some staff said “Yes” without understanding.
10. What does the writer say about complicated vocabulary?

• A. Staff need it for their jobs.
• B. Guests expect it.
• C. Staff do not need it.

11. What should staff be able to do?

• A. Listen and confirm information
• B. Speak like native speakers
• C. Use difficult words

12. What does a five-star hotel sell besides a beautiful room?

• A. Cheap food
• B. Free transport
• C. Good service

13. What can happen when guests cannot communicate properly?

• A. The rooms become smaller.
• B. The quality of service is affected.
• C. The hotel becomes cheaper.

14. What can a receptionist help a guest with?

• A. Changing a room
• B. Cooking a dish
• C. Making a drink

15. What does “two-way communication” mean?

• A. Speaking two languages
• B. Speaking very slowly
• C. Both people understand each other.

16. What does the writer thank people for?

• A. Building beautiful hotels
• B. Training staff for real communication
• C. Giving guests free drinks

______________________________

Answer key:
1-B, 2-A, 3-C, 4-C, 5-A, 6-A, 7-C, 8-A,
9-C, 10-C, 11-A, 12-C, 13-B, 14-A, 15-C, 16-B

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

Match the cause with the evidence

1. The writer was disappointed.
2. Good English is important at the front desk.
3. Simple words are not always enough.
4. The writer became frustrated.
5. Staff need practical English.
6. Communication in the restaurant can be difficult.
7. The bar can also have communication problems.
8. Saying “Yes, sir” is not enough.
9. Hotel staff do not need complicated vocabulary.
10. Guests need good English at the front desk.
11. The quality of hotel service can be affected.
12. Good communication is important in a five-star hotel.
13. A bartender needs enough English.
14. The writer does not expect perfect English.
15. Staff should confirm information.
16. The writer thanks people who train their staff.

A. Guests may want a particular drink.
B. They need to understand guests and explain things clearly.
C. Some staff said “Yes” even when they had not understood.
D. A five-star hotel sells more than a beautiful room.
E. Guests may want to change a room or arrange transport.
F. Good English does not mean using difficult words.
G. They need enough English for real two-way communication.
H. Guests cannot communicate properly with staff.
I. A guest may want to change an ingredient or make a special request.
J. They need to make sure they understand the guest correctly.
K. The English of many staff members was not good enough.
L. Guests may need to explain their needs clearly.
M. They prepare staff for real two-way communication.
N. Guests may ask about ingredients or request a different preparation.
O. A smile does not show that the staff member has understood.
P. Guests may want to report a problem.

_____________________________

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

_____________________________

Correcct answers:

1. The writer was disappointed – the English of many staff members was not good enough.
2. Good English is important at the front desk – guests need to explain their needs and ask questions.
3. Guests may need to arrange transport – they may need a car, taxi or other transport.
4. Simple words are not always enough – guests may have more detailed needs.
5. Communication in the restaurant can be difficult – the waiter may not understand the guest’s request.
6. A guest may ask to change an ingredient – they may have a special request.
7. The bar can also have communication problems – guests may want a particular drink or preparation.
8. The writer became frustrated – some staff said “Yes” without understanding.
9. Saying “Yes, sir” is not enough – the staff member may not have understood the guest.
10. Hotel staff do not need complicated vocabulary – they need practical English for their jobs.
11. Staff need practical English – they need to understand guests and explain things clearly.
12. Staff should confirm information – they need to make sure the information is correct.
13. The quality of hotel service can be affected – guests cannot communicate properly with staff.
14. Good communication is important in a five-star hotel – a five-star hotel also sells service.
15. The writer does not expect perfect English – decent English is enough for real communication.
16. The writer thanks people who train their staff – they prepare staff for real two-way communication.

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

Problem → result

1. Many staff members do not speak decent English.
2. A receptionist does not understand a guest’s needs.
3. A receptionist cannot explain a situation clearly.
4. A guest cannot explain a special request in the restaurant.
5. A waiter understands only simple words such as “coffee” and “water”.
6. A bartender does not understand exactly what a guest wants.
7. A staff member says “Yes” without understanding the guest.
8. Staff use only simple English for every situation.
9. Guests cannot communicate properly with hotel staff.
10. Staff are not trained for real two-way communication.

A. The guest may receive the wrong service.
B. The guest may have difficulty changing a room or arranging transport.
C. Real communication becomes difficult.
D. The guest may not know if the staff member really understands.
E. The quality of hotel service can be affected.
F. The guest may not get the requested change to a dish.
G. The hotel may have problems communicating with international guests.
H. The guest may not understand what will happen.
I. The bartender may prepare the wrong drink.
J. More difficult guest requests may not be understood.

_________________________________

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

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

What does the writer mean?
Match each phrase from the text with the meaning.

1. decent English
2. real communication
3. not a luxury
4. direct contact with international guests
5. explain the situation clearly
6. simple words are not always enough
7. practical English for their job
8. confirm information
9. the quality of service is affected
10. real two-way communication

A. English that is good enough for the job
B. Both people understand and respond to each other
C. Talking directly with foreign hotel guests
D. Check that something is correct
E. The standard of the hotel service becomes worse
F. English that is good enough to understand and speak clearly
G. Difficult situations need more than a few basic words
H. Say what is happening in a clear way
I. Something important, not just something extra
J. Communication where both sides understand each other

__________________________________

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

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

Inference questions – answer the questions using information from the text. The answers are not stated word-for-word, but they can be understood from the text.

1. Why might an international guest feel unhappy if hotel staff only understand very simple English?
2. Why is it important for a receptionist to ask questions when they are not sure what a guest wants?
3. Why might a guest have problems ordering a special dish if the waiter has poor English?
4. Why could saying “Yes” without understanding create a problem later?
5. Why does the writer mention the front desk, restaurant and bar several times?
6. Why does the writer say that staff do not need complicated vocabulary?
7. Why might a bartender need to check details before preparing a drink?
8. What can we understand about the writer’s idea of five-star service from the final paragraph?
9. Why does the writer distinguish between perfect English and decent English?
10. What can we understand about the kind of staff training the writer considers useful?

______________________________

Answers:

Why might an international guest feel unhappy if hotel staff only understand very simple English?
The guest may not be able to explain their needs or make a special request.

Why is it important for a receptionist to ask questions when they are not sure what a guest wants?
The receptionist needs to understand the guest correctly before helping them.

Why might a guest have problems ordering a special dish if the waiter has poor English?
The waiter may not understand the guest’s request or the change they want.

Why could saying “Yes” without understanding create a problem later?
The staff member may give the wrong service because they did not understand the guest.

Why does the writer mention the front desk, restaurant and bar several times?
These are important places where staff have direct contact with international guests.

Why does the writer say that staff do not need complicated vocabulary?
They need practical English that helps them communicate clearly at work.

Why might a bartender need to check details before preparing a drink?
The guest may want a particular drink or a different preparation.

What can we understand about the writer’s idea of five-star service from the final paragraph?
Good service includes good communication, not just a beautiful room.

Why does the writer distinguish between perfect English and decent English?
The writer wants staff to communicate well, but does not expect them to speak perfect English.

What can we understand about the kind of staff training the writer considers useful?
Staff should be trained to listen, ask questions, confirm information and communicate with guests.

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

Match the questions and answers

Questions

1. Why is English important in your hotel?
2. Do you expect all your staff to speak perfect English?
3. Which members of staff need good English?
4. Why does the front desk need good English?
5. What may guests ask about in the restaurant?
6. What can a guest want at the bar?
7. What should you do when a staff member does not understand a guest?
8. What does good communication mean to you?
9. How do you help staff improve their English?
10. What is the main goal of this training?
11. Why should staff ask questions?
12. What happens when guests cannot explain their needs?
13. How does English training help the hotel?
14. What makes communication successful?

Answers

A. Guests may ask about a dish or an ingredient. They may also want to change something or make a special request.

B. Both sides should understand each other. Staff should listen, ask questions and explain things clearly.

C. We have many international guests. Our staff need to understand them and help them in a clear way.

D. A five-star hotel offers more than a beautiful room. Good communication is an important part of good service.

E. A guest may want a particular drink or a different preparation. The bartender needs to understand the details.

F. Our goal is simple: we want our staff to be ready for real two-way communication with international guests.

G. Guests may have many questions. They may need help with their room, transport or a hotel service. Our receptionists must understand what the guest needs.

H. We give them regular training. We practise situations that they can have with real guests.

I. No, we do not. We want them to have decent English for their jobs. They do not need difficult words.

J. Staff who speak directly with guests are especially important. This includes receptionists, waiters and bartenders.

K. They should not simply say “Yes” if they do not understand. They should check the information.

L. The guest may not be understood, so staff may not know what the guest wants.

M. They can check the information and make sure they understand the guest correctly.

N. It helps staff understand guests and give them clear service.

_______________________________

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

_______________________________

Full version:

1. Why is English important in your hotel?
   We have many international guests. Our staff need to understand them and help them clearly.
2. Do you expect all your staff to speak perfect English?
   No. Decent English is enough for their jobs. They do not need difficult words.
3. Which staff members need good English?
   Receptionists, waiters and bartenders need good English because they speak directly with guests.
4. Why does the front desk need good English?
   Guests may need help with their room, transport or a hotel service. Receptionists must understand what they need.
5. What may guests ask about in the restaurant?
   They may ask about dishes, ingredients or special requests.
6. What can a guest want at the bar?
   A guest may want a particular drink or a different preparation.
7. What should a staff member do if they do not understand a guest?
   They should ask questions and check the details.
8. What does good communication mean to you?
   Both sides understand each other clearly.
9. How do you help staff improve their English?
   We give them regular training and practise situations with real guests.
10. What is the main goal of the training?
    We want our staff to be ready for situations where both the guest and the staff member understand each other.
11. Why should staff ask questions?
    They can check the details and make sure they understand the guest.
12. What may happen when guests cannot explain their needs?
    Staff may not understand what the guest wants.
13. How does English training help the hotel?
    It helps staff give guests clear and good service.
14. What makes communication good?
    The guest and the staff member understand each other.

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

######################
######################
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?
• tIs it oo short, too long?
• 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………………