-how working together makes guests happy and the hotel successful
In a hotel, many people work together every day. The reception, housekeeping, restaurant, and maintenance teams all have different jobs, but they must cooperate to make guests happy. Good teamwork is very important.
At the reception, staff welcome the guests, give information, and answer questions. But the receptionist cannot work alone. When a guest checks in, the room must already be clean. That is the job of housekeeping. If the housekeeping team does not finish on time, the guest will have to wait, and this is not good service.
The restaurant team also plays a big part. They prepare breakfast, lunch, and dinner. If they work well, guests enjoy the food and feel comfortable. Sometimes the restaurant and reception must communicate, for example, when a guest asks for breakfast in the room.
Maintenance is another important team. They fix problems, like a broken light or an air conditioner that does not work. Without them, the hotel cannot run smoothly.
Good teamwork means respect, clear communication, and helping each other. When everybody works together, guests are happy, and the hotel is successful.
______________________
Vocabulary:
- to be successful (was/(=slash) were successful): to do a good job, to have good results
- reception (hotel): the front desk where guests check in and ask questions
- housekeeping: the hotel team that cleans rooms
- maintenance (hotel): the team that repairs things in the hotel
- to cooperate (cooperated): to work together with other people
- staff: all the people who work in a hotel
- to welcome guests (welcomed): to say hello and be friendly when guests arrive
- to finish on time (finished): to complete a job before the deadline
- to play a big part (played): to be very important in something
- to prepare breakfast (prepared): to make the food in the morning
- to enjoy food (enjoyed): to like the taste of the food
- to feel comfortable (felt): to be relaxed and happy
- to communicate (communicated): to talk and give information to each other
- to fix problems (fixed): to repair something that is broken
- a broken light: a lamp that does not work
- to run smoothly (ran): to work well, without problems
- to mean (meant): to show or explain the idea of something
- respect: to be polite and show that you value other people
- clear communication: easy and simple information that everyone can understand
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Multiple-choice test, one answer correct:
Soundfile 1-17 only:
1. To be successful means…
A) to start a new job
B) to try but not finish
C) to do something well and get good results
2. Reception in a hotel is…
A) the front desk where guests check in
B) the swimming pool
C) the place where the food is cooked
3. Housekeeping is…
A) the people who drive the buses
B) the people who clean the rooms
C) the people who work in the bank
4. Maintenance in a hotel is…
A) the team that serves drinks
B) the team that cooks breakfast
C) the team that repairs things
5. To cooperate means…
A) to work together with other people
B) to shout at other people
C) to leave the team
6. Staff means…
A) the guests who stay in the hotel
B) the furniture in the hotel
C) all the people who work in the hotel
7. To welcome guests means…
A) to say hello and be friendly
B) to ask the guest to leave
C) to clean the guest’s clothes
8. To finish on time means…
A) to leave the work for tomorrow
B) to complete the work before the deadline
C) to never do the work
9. To play a big part means…
A) to be very important in something
B) to play music in a band
C) to watch a football game
10. To prepare breakfast means…
A) to eat breakfast in a café
B) to buy fruit in the market
C) to make the morning meal
11. To enjoy food means…
A) to like the food
B) to not eat the food
C) to throw the food away
12. To feel comfortable means…
A) to be relaxed and happy
B) to be very tired and angry
C) to feel hungry
13. To communicate means…
A) to sleep in a hotel room
B) to walk in the city
C) to talk and share information
14. To fix problems means…
A) to repair something that is broken
B) to make more problems
C) to ask someone else to do it
15. A broken light is…
A) a very bright light
B) a lamp that does not work
C) a new light in the shop
16. To run smoothly means…
A) to run very fast
B) to close the hotel
C) to work well, without problems
17. To mean is…
A) to sing a song
B) to explain an idea or word
C) to clean the floor
18. Respect means…
A) to be polite and value other people
B) to laugh at other people
C) to forget about other people
19. Clear communication is…
A) talking very fast so nobody understands
B) not giving any information
C) easy and simple information that everyone understands
Answer Key (one line):
1C, 2A, 3B, 4C, 5A, 6C, 7A, 8B,
9A, 10C, 11A, 12A, 13C, 14A,
15B, 16C, 17B, 18A, 19C
#################
Correct statements:
- To be successful means to do something well and get good results.
- Reception in a hotel is the front desk where guests check in.
- Housekeeping is the team of people who clean the rooms in a hotel.
- Maintenance in a hotel is the team that repairs things that are broken.
- To cooperate means to work together with other people.
- Staff means all the people who work in the hotel.
- To welcome guests means to say hello and be friendly when they arrive.
- To finish on time means to complete the work before the deadline.
- To play a big part means to be very important in something.
- To prepare breakfast means to make the food in the morning for guests.
- To enjoy food means to like the taste of the food.
- To feel comfortable means to be relaxed and happy.
- To communicate means to talk and share information with other people.
- To fix problems means to repair something that is broken.
- A broken light is a lamp that does not work.
- To run smoothly means that everything works well without problems.
- To mean is to show or explain the idea of something.
- Respect means to be polite and value other people.
- Clear communication is easy and simple information that everyone can understand.
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Match each word or phrase with the correct definition
Words/Phrases
- to be successful
- reception (hotel)
- housekeeping
- maintenance (hotel)
- to cooperate
- staff
- to welcome guests
- to finish on time
- to play a big part
- to prepare breakfast
- to enjoy food
- to feel comfortable
- to communicate
- to fix problems
- a broken light
- to run smoothly
- to mean
- respect
- clear communication
Definitions
A. to like the taste of the food
B. the front desk where guests check in
C. easy and simple information that everyone can understand
D. to repair something that is broken
E. the people who clean the rooms in a hotel
F. a lamp that does not work
G. to do something well, to have good results
H. to show or explain the idea of something
I. to make the morning meal for guests
J. to be very important in something
K. to be relaxed and happy
L. all the people who work in the hotel
M. to work together with other people
N. to say hello and be friendly when guests arrive
O. to complete a job before the deadline
P. to talk and share information with other people
Q. to be polite and value other people
R. the team that repairs things in the hotel
S. everything works well without problems
______________________
Answers:
1G, 2B, 3E, 4R, 5M, 6L, 7N, 8O,
9J, 10I, 11A, 12K, 13P, 14D,
15F, 16S, 17H, 18Q, 19C
______________________
Complete version:
- To be successful means to do something well and have good results.
- Reception in a hotel is the front desk where guests check in.
- Housekeeping is the team of people who clean the rooms in a hotel.
- Maintenance in a hotel is the team that repairs things that are broken.
- To cooperate means to work together with other people.
- Staff means all the people who work in the hotel.
- To welcome guests means to say hello and be friendly when they arrive.
- To finish on time means to complete a job before the deadline.
- To play a big part means to be very important in something.
- To prepare breakfast means to make the food in the morning for guests.
- To enjoy food means to like the taste of the food.
- To feel comfortable means to be relaxed and happy.
- To communicate means to talk and share information with other people.
- To fix problems means to repair something that is broken.
- A broken light is a lamp that does not work.
- To run smoothly means that everything works well without problems.
- To mean is to show or explain the idea of something.
- Respect means to be polite and value other people.
- Clear communication means easy and simple information that everyone can understand.
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Gap-fill exercise:
- The _______ is the front desk where guests check in.
A) reception
B) housekeeping
C) maintenance - Housekeeping cleans the rooms to make guests feel _______.
A) comfortable
B) polite
C) broken - To _______ means to work together with other people.
A) fix
B) enjoy
C) cooperate - Staff are all the people who _______ in the hotel.
A) sleep
B) work
C) eat - To welcome guests means to _______ them when they arrive.
A) greet
B) ignore
C) fix - To be successful means to do something well and get good _______.
A) lights
B) results
C) breakfast - To finish on time means to complete a job before the _______.
A) day
B) pool
C) deadline - To prepare breakfast means to _______ the food in the morning.
A) cook
B) clean
C) give away - To play a big part means to be very _______ in something.
A) small
B) important
C) broken - To enjoy food means to _______ the taste of the meal.
A) like
B) repair
C) greet - A broken light is a lamp that does not _______.
A) talk
B) work
C) shine - To run smoothly means that everything _______ well without problems.
A) goes
B) breaks
C) sleeps - To communicate means to talk and _______ information.
A) cook
B) hide
C) share - Respect means to be polite and _______ other people.
A) ignore
B) value
C) clean - Clear communication means giving easy and _______ information.
A) simple
B) broken
C) fast - Maintenance in a hotel is the team that _______ things.
A) cleans
B) repairs
C) serves - Staff in the restaurant _______ breakfast, lunch, and dinner.
A) fix
B) prepare
C) greet - Guests feel comfortable when the hotel staff are _______ and friendly.
A) polite
B) noisy
C) broken - Cooperation between teams helps the hotel _______ smoothly.
A) run
B) break
C) ignore - A receptionist needs to _______ guests politely at the desk.
A) repair
B) ignore
C) welcome - Playing a big part in a project means you are very _______ to its success.
A) important
B) broken
C) small
Answer Key (fully randomized, 7 A, 7 B, 7 C, no repeated sequences):
1A, 2A, 3C, 4B, 5A, 6B, 7C, 8A, 9B, 10A, 11B, 12A, 13C, 14B, 15A, 16B, 17A, 18A, 19A, 20C, 21A
____________________________
Full version:
- The reception is the front desk where guests check in.
- Housekeeping cleans the rooms to make guests feel comfortable.
- To cooperate means to work together with other people.
- Staff are all the people who work in the hotel.
- To welcome guests means to greet them when they arrive.
- To be successful means to do something well and get good results.
- To finish on time means to complete a job before the day ends.
- To prepare breakfast means to cook the food in the morning.
- To play a big part means to be very important in something.
- To enjoy food means to like the taste of the meal.
- A broken light is a lamp that does not work.
- To run smoothly means that everything goes well without problems.
- To communicate means to talk and share information.
- Respect means to be polite and value other people.
- Clear communication means giving easy and simple information.
- Maintenance in a hotel is the team that repairs things.
- Staff in the restaurant prepare breakfast, lunch, and dinner.
- Guests feel comfortable when the hotel staff are polite and friendly.
- Cooperation between teams helps the hotel run smoothly.
- A receptionist needs to welcome guests politely at the desk.
- Playing a big part in a project means you are very important to its success.
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True or false :
- Housekeeping helps guests feel comfortable in their rooms.
- Reception staff do not need to greet guests.
- Communication between staff is important for the hotel to run smoothly.
- Maintenance staff cook breakfast for the guests.
- Being successful in a hotel job means doing your work well.
- Preparing breakfast is part of the restaurant staff’s responsibilities.
- Cooperation between teams has no effect on the hotel’s performance.
- Staff are all the people who work in the hotel.
- Clear communication helps staff understand each other easily.
- Respect means ignoring the opinions of other people.
- Playing a big part in a project means you are very important to it.
- Guests feel comfortable when staff are polite and friendly.
- Housekeeping is responsible for fixing broken lights.
- A receptionist needs to welcome guests politely.
- To enjoy food means to clean the dishes after a meal.
___________________________
–
True: 1, 3, 5, 6, 8, 9, 11, 12, 14
#####################
Interview with staff in a hotel – fill in:
staff – on time – receptionist – polite – cleans –
maintenance – finish – reception –
work – run – share information
____________________________
Interviewer: Who works in the hotel?
Staff: All the people who __________ here are staff.
Interviewer: Who welcomes guests?
Staff: The __________ welcomes guests.
Interviewer: Who cleans the rooms?
Staff: Housekeeping __________ the rooms.
Interviewer: Who prepares breakfast?
Staff: The restaurant __________ prepares breakfast.
Interviewer: Who fixes problems?
Staff: The __________ team fixes problems.
Interviewer: How do staff cooperate?
Staff: Staff cooperate and communicate to help the hotel __________ smoothly.
Interviewer: Why is communication important?
Staff: Communication helps staff work together and __________ on time.
Interviewer: How do staff make guests feel comfortable?
Staff: Staff are __________ and friendly, and they help guests.
Interviewer: Where do guests check in?
Staff: Guests check in at the __________.
Interviewer: When do staff finish their work?
Staff: Staff finish their work __________.
Interviewer: What is clear communication?
Staff: Clear communication means staff __________ simply.
Interviewer: Who plays a big part in the hotel?
Staff: All the staff play a big part in the hotel.
______________________
Full version:
Interview with Hotel Staff
Interviewer: Who works in the hotel?
Staff: All the people who work here are staff.
Interviewer: Who welcomes guests?
Staff: The receptionist welcomes guests.
Interviewer: Who cleans the rooms?
Staff: Housekeeping cleans the rooms.
Interviewer: Who prepares breakfast?
Staff: The restaurant staff prepares breakfast.
Interviewer: Who fixes problems?
Staff: The maintenance team fixes problems.
Interviewer: How do staff cooperate?
Staff: Staff cooperate and communicate to help the hotel run smoothly.
Interviewer: Why is communication important?
Staff: Communication helps staff work together and finish on time.
Interviewer: How do staff make guests feel comfortable?
Staff: Staff are polite and friendly, and they help guests.
Interviewer: Where do guests check in?
Staff: Guests check in at the reception.
Interviewer: When do staff finish their work?
Staff: Staff finish their work on time.
Interviewer: What is clear communication?
Staff: Clear communication means staff share information simply.
Interviewer: Who plays a big part in the hotel?
Staff: All the staff play a big part in the hotel.
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