hoc et illud

Your next career move starts at the front desk (A2+, present simple, a profile)

Verfasst von

wolfgang kugler

in

  • grow with us as an Assistant Front Office Manager in a luxury environment.

A luxury hotel expects an Assistant Front Office Manager to be professional, reliable, and very guest-focused. The main quality is excellent communication, both face-to-face and on the phone. Guests in a five-star hotel often have special requests, so the Assistant Manager must listen carefully, respond politely, and make sure every detail is correct.

Strong leadership skills are also important. The Assistant Front Office Manager supports the Front Office Manager by supervising the reception, concierge, and bell team. They must be able to motivate staff, give clear instructions, and solve small conflicts in a positive way. Good teamwork is needed, because this role works closely with housekeeping, reservations, and other departments.

Problem-solving is another key quality. Guests may have complaints about rooms, payments, or services. The Assistant Manager should remain calm, think quickly, and find a solution that makes the guest happy while protecting hotel standards.

Attention to detail is essential. The Assistant Manager checks bookings, VIP arrivals, and daily reports. They also need good computer and system skills.

Finally, flexibility and a positive attitude are highly valued. The Assistant Front Office Manager often works shifts, including weekends and holidays, and must always show a smart appearance and warm hospitality.

_______________________

Vocabulary:

  • to grow (in a job) – to learn more and become better at your work
  • an environment – the place or situation where you live or work
  • to expect – to think something will happen
  • to be reliable – people can trust you to do your job well
  • to be guest-focused – to think first about what guests need and want
  • communication – giving and sharing information by talking, writing, or email
  • face-to-face – talking to someone in person, not on the phone
  • a request – when someone asks for something
  • to respond politely – to answer in a kind and respectful way
  • to make sure – to check that something is correct
  • leadership skills – the ability to guide and help a team
  • to support – to help someone in their work
  • to supervise – to watch over people’s work and guide them
  • a concierge – a hotel worker who helps guests with special services, like taxis or tickets
  • the bell team (hotel) – staff who help with luggage and show guests to their rooms
  • to motivate – to make people feel positive and ready to work
  • to give instructions – to tell people what to do
  • to solve conflicts – to fix problems between people
  • a role – a job or position in a team
  • housekeeping – the hotel department that cleans rooms and public areas
  • a department (in a hotel) – a part of the hotel with a special job, like front office or housekeeping
  • a key quality – an important characteristic of a person
  • a complaint – when a guest says they are not happy with something
  • a payment – money given for a service
  • to remain calm – to stay relaxed and not get upset
  • a solution – a way to fix a problem
  • to protect – to keep something safe
  • attention to detail – being careful with small things
  • to be essential – to be very important
  • flexibility – the ability to work at different times or do different tasks
  • a positive attitude – being cheerful and ready to help
  • to be highly valued – people think something is very important
  • to work shifts – to work at different times of the day, like morning or night
    ———————-
  • a smart appearance – looking neat and professional
  • warm hospitality – being very friendly and welcoming to guests

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

Multiple-choice test, only one answer correct – part 1:

  1. What does to grow (in a job) mean?
    a) To learn more and become better at your work
    b) To leave the job
    c) To stay the same
  2. What is an environment?
    a) A type of plant
    b) The place or situation where you live or work
    c) A hotel department
  3. What does to expect mean?
    a) To do something quickly
    b) To teach someone
    c) To think something will happen
  4. What does to be reliable mean?
    a) People can trust you to do your job well
    b) To speak politely
    c) To solve a problem
  5. What does to be guest-focused mean?
    a) To work with plants
    b) To think first about what guests need and want
    c) To clean rooms
  6. What is communication?
    a) Paying guests
    b) Giving and sharing information by talking, writing, or email
    c) Supervising staff
  7. What does face-to-face mean?
    a) Talking to someone in person, not on the phone
    b) Writing an email
    c) Working alone
  8. What is a request?
    a) A department
    b) A problem at the hotel
    c) When someone asks for something
  9. What does to respond politely mean?
    a) To stay calm
    b) To answer in a kind and respectful way
    c) To supervise staff
  10. What does to make sure mean?
    a) To leave work early
    b) To check that something is correct
    c) To clean a room
  11. What are leadership skills?
    a) A hotel department
    b) The ability to guide and help a team
    c) A guest complaint
  12. What does to support mean?
    a) To complain
    b) To help someone in their work
    c) To motivate yourself only
  13. What does to supervise mean?
    a) To watch over people’s work and guide them
    b) To leave work
    c) To make a payment
  14. What is a concierge?
    a) A hotel worker who helps guests with special services
    b) A payment
    c) A team leader
  15. What is the bell team (hotel)?
    a) A hotel office
    b) Staff who help with luggage and show guests to their rooms
    c) The cleaning staff
  16. What does to motivate mean?
    a) To stay calm
    b) To answer politely
    c) To make people feel positive and ready to work
  17. What does to give instructions mean?
    a) To request something
    b) To tell people what to do
    c) To make a payment
    ———————
  18. What does to solve conflicts mean?
    a) To clean rooms
    b) To fix problems between people
    c) To supervise staff

_______________

Answers:
1a 2b 3c 4a 5b 6b 7a
8c 9b 10b 11b 12b
13a 14a 15b 16c 17b 18b

_________________

Full version:

  1. To grow in a job means to learn more and become better at your work.
  2. An environment is the place or situation where you live or work.
  3. To expect means to think that something will happen.
  4. To be reliable means that people can trust you to do your job well.
  5. To be guest-focused means to think first about what guests need and want.
  6. Communication is giving and sharing information by talking, writing, or email.
  7. Face-to-face means talking to someone in person, not on the phone.
  8. A request is when someone asks for something.
  9. To respond politely means to answer in a kind and respectful way.
  10. To make sure means to check that something is correct.
  11. Leadership skills are the ability to guide and help a team.
  12. To support means to help someone in their work.
  13. To supervise means to watch over people’s work and guide them.
  14. A concierge is a hotel worker who helps guests with special services.
  15. The bell team in a hotel are staff who help with luggage and show guests to their rooms.
  16. To motivate means to make people feel positive and ready to work.
  17. To give instructions means to tell people what to do.
  18. To solve conflicts means to fix problems between people.

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

Multiple-choice test, only one answer correct – part 2:


  1. What is a role?
    a) A job or position in a team
    b) Staff who clean rooms
    c) Money given for a service
  2. What is housekeeping?
    a) A positive attitude
    b) The hotel department that cleans rooms
    c) A hotel department for paperwork
  3. What is a department (in a hotel)?
    a) To fix a problem
    b) Being cheerful and ready to help
    c) A part of the hotel with a special job
  4. What is a key quality?
    a) To protect something
    b) An important characteristic of a person
    c) To give instructions
  5. What is a complaint?
    a) Looking neat and professional
    b) When a guest says they are not happy with something
    c) A hotel office
  6. What is a payment?
    a) Money given for a service
    b) To check that something is correct
    c) To stay relaxed and not get upset
  7. What does to remain calm mean?
    a) To lead a team
    b) To stay relaxed and not get upset
    c) To motivate staff
  8. What is a solution?
    a) To clean rooms
    b) To fix a problem
    c) To watch over staff
  9. What does to protect mean?
    a) To speak politely
    b) To respond politely
    c) To keep something safe
  10. What is attention to detail?
    a) Being careful with small things
    b) Working shifts at different times
    c) To motivate staff
  11. What does to be essential mean?
    a) To help someone in their work
    b) To be very important
    c) To respond politely
  12. What is flexibility?
    a) A department in a hotel
    b) The ability to work at different times or do different tasks
    c) To check bookings
  13. What is a positive attitude?
    a) To remain calm
    b) Being cheerful and ready to help
    c) To speak face-to-face politely
  14. What does to be highly valued mean?
    a) To motivate staff
    b) People think something is very important
    c) To protect guests’ data
  15. What does to work shifts mean?
    a) Looking neat and professional
    b) To work at different times of the day
    c) To give instructions
  16. What is a smart appearance?
    a) Looking neat and professional
    b) To solve conflicts
    c) To respond politely
  17. What is warm hospitality?
    a) To protect guests’ data
    b) To motivate staff
    c) Being very friendly and welcoming to guests
    ————————
  18. What is a concierge?
    a) Staff who clean rooms
    b) A hotel manager
    c) A hotel worker who helps guests with special services.

___________________
Answers:

1a 2b 3c 4b 5b 6a 7b 8b
9c 10a 11b 12b 13b 14b
15b 16a 17c 18c

_______________________

Full version:

  1. A role is a job or position in a team.
  2. Housekeeping is the hotel department that cleans rooms.
  3. A department in a hotel is a part of the hotel with a special job.
  4. A key quality is an important characteristic of a person.
  5. A complaint is when a guest says they are not happy with something.
  6. A payment is money given for a service.
  7. To remain calm means to stay relaxed and not get upset.
  8. A solution is a way to fix a problem.
  9. To protect means to keep something safe.
  10. Attention to detail is being careful with small things.
  11. To be essential means to be very important.
  12. Flexibility is the ability to work at different times or do different tasks.
  13. A positive attitude is being cheerful and ready to help.
  14. To be highly valued means that people think something is very important.
  15. To work shifts means to work at different times of the day.
  16. A smart appearance is looking neat and professional.
  17. Warm hospitality is being very friendly and welcoming to guests.
  18. A concierge is a hotel worker who helps guests with special services.

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

True or false?

  1. Housekeeping staff are responsible for preparing invoices in the story.
  2. To remain calm means to stay relaxed even in a difficult situation.
  3. In the story, the assistant manager motivates the front office team.
  4. A key quality is an unimportant characteristic of a person.
  5. The bell team shows guests to their rooms and helps with luggage.
  6. Guests at the hotel always have to carry their own luggage.
  7. Warm hospitality is being friendly and welcoming to guests.
  8. To respond politely means to ignore a guest’s request.
  9. To be reliable means people can trust you to do your job well.
  10. The story shows that a positive attitude is not important for hotel staff.
  11. Attention to detail means not caring about small mistakes.
  12. The assistant manager handles guest complaints and finds solutions.
  13. Flexibility is the ability to work only at one specific time.
  14. Leadership skills help a manager guide and support their team.
  15. A payment is money given for a service.
  16. The story describes the concierge ignoring guest requests.
  17. To grow in a job means to learn and improve your skills over time.
  18. A concierge helps guests with services like tickets or taxis.
  19. Communication is not important for hotel staff when dealing with guests.
  20. A positive attitude is being cheerful and ready to help.


    True: 2,3, 5,7,9,12,14,15,17,18,20
    _____________________

________________________

Correct version:

  1. Housekeeping staff are responsible for preparing invoices in the story. They are not; they clean rooms and public areas. F
  2. To remain calm means to stay relaxed even in a difficult situation. T
  3. In the story, the assistant manager motivates the front office team. T
  4. A key quality is an unimportant characteristic of a person. It is actually an important characteristic of a person. F
  5. The bell team shows guests to their rooms and helps with luggage. T
  6. Guests at the hotel always have to carry their own luggage. They do not; the bell team assists them. F
  7. Warm hospitality is being friendly and welcoming to guests. T
  8. To respond politely means to ignore a guest’s request. It actually means to answer guests in a kind and respectful way. F
  9. To be reliable means people can trust you to do your job well. T
  10. The story shows that a positive attitude is not important for hotel staff. A positive attitude is important for hotel staff to provide good service. F
  11. Attention to detail means not caring about small mistakes. It actually means being careful with small mistakes. F
  12. The assistant manager handles guest complaints and finds solutions. T
  13. Flexibility is the ability to work only at one specific time. It actually means the ability to work at different times or do different tasks. F
  14. Leadership skills help a manager guide and support their team. T
  15. A payment is money given for a service. T
  16. The story describes the concierge ignoring guest requests. The concierge actually helps guests and does not ignore requests. F
  17. To grow in a job means to learn and improve your skills over time. T
  18. A concierge helps guests with services like tickets or taxis. T
  19. Communication is not important for hotel staff when dealing with guests. It actually is important for hotel staff when dealing with guests. F
  20. A positive attitude is being cheerful and ready to help. T

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

Gap-fill sentences, one answer correct:

  1. The assistant manager always tries to ______ the team.
    a) motivate
    b) ignore
    c) cancel
  2. Housekeeping staff ______ the rooms every day.
    a) fix
    b) clean
    c) buy
  3. A concierge helps guests with ______ like tickets or taxis.
    a) services
    b) complaints
    c) payments
  4. To remain calm means to stay ______ in difficult situations.
    a) nervous
    b) relaxed
    c) angry
  5. Attention to detail means being careful with ______.
    a) small mistakes
    b) large furniture
    c) money only
  6. Warm hospitality is being ______ and welcoming to guests.
    a) friendly
    b) quiet
    c) strict
  7. Guests do not have to carry their luggage; the bell team ______ it.
    a) ignores
    b) carries
    c) breaks
  8. Flexibility means you can work at different ______ or do different tasks.
    a) times
    b) hotels
    c) clothes
  9. Leadership skills help a manager ______ the team.
    a) cancel
    b) hide
    c) guide
  10. To respond politely means to answer guests in a ______ way.
    a) kind
    b) rude
    c) fast
  11. To be reliable means people can ______ you to do your job well.
    a) avoid
    b) forget
    c) trust
  12. A key quality of a hotel worker is being ______.
    a) important
    b) lazy
    c) careful
  13. A payment is ______ given for a service.
    a) money
    b) time
    c) equipment
  14. To grow in a job means to learn more and ______ better.
    a) stay
    b) become
    c) ignore

——————————
Answers:

1a 2b 3a 4b 5a 6a 7b 8a
9c 10a 11c 12c 13a 14b

__________________

Full version:

  1. The assistant manager always tries to motivate the team. a
  2. Housekeeping staff clean the rooms every day. b
  3. A concierge helps guests with services like tickets or taxis. a
  4. To remain calm means to stay relaxed in difficult situations. b
  5. Attention to detail means being careful with small mistakes. a
  6. Warm hospitality is being friendly and welcoming to guests. a
  7. Guests do not have to carry their luggage; the bell team carries it. b
  8. Flexibility means you can work at different times or do different tasks. a
  9. Leadership skills help a manager guide the team. c
  10. To respond politely means to answer guests in a kind way. a
  11. To be reliable means people can trust you to do your job well. c
  12. A key quality of a hotel worker is being careful. c
  13. A payment is money given for a service. a
  14. To grow in a job means to learn more and become better. b

################
Fill in, words below:

money – friendly – motivates –
attention – guide – skills –
grow – tickets – qualities – luggage



The text is about important jobs and __________in a hotel.
The assistant manager __________ the team, and housekeeping staff clean the rooms.
The concierge helps guests with services like __________ or taxis.
Hotel staff should stay relaxed, be careful, and pay __________ to small details.
Warm hospitality means being __________ and welcoming.
The bell team carries guests’ __________.
Flexibility and leadership skills help staff work well and __________the team.
Staff must respond politely, be reliable, and __________in their job.
Payments are __________ given for services.
Key __________ are important for good work.

—————————-

Correct version:


The text is about important jobs and skills in a hotel. The assistant manager motivates the team, and housekeeping staff clean the rooms. The concierge helps guests with services like tickets or taxis. Hotel staff should stay relaxed, be careful, and pay attention to small details. Warm hospitality means being friendly and welcoming. The bell team carries guests’ luggage. Flexibility and leadership skills help staff work well and guide the team. Staff must respond politely, be reliable, and grow in their job. Payments are money given for services. Key qualities are important for good work.
##############

Interview with GM about qualities of assistant front desk manager –
fill in:



reliable – small – quality – job –
politely – motivate – guests –
problems – skills – happy –
different – grow
—————————

GM: What is the main job of the Assistant Front Desk Manager?
Staff: The main __________ is to support the front desk team.

GM: How should they treat __________?
Staff: They should be polite and friendly.

GM: Why is it important to be __________?
Staff: Guests and staff can trust them to do their work well.

GM: What about communication?
Staff: They must speak clearly and respond __________to everyone.

GM: How should they handle __________?
Staff: They should stay calm and find a solution.

GM: What is attention to detail?
Staff: It means to be careful with __________ things.

GM: Why is warm hospitality important?
Staff: It helps guests feel welcome and _________.

GM: What does flexibility mean?
Staff: They can work at __________ times and do different tasks.

GM: How should they work with the team?
Staff: They should __________ and guide the staff.

GM: What is a key __________ for this role?
Staff: To be careful, polite, and reliable.

GM: How can they __________ in their job?
Staff: By learning more and doing their work better.

GM: Why are leadership __________needed?
Staff: To support the team and solve conflicts when needed.
————————————–

Full version:

GM: What is the main job of the Assistant Front Desk Manager?
Staff: The main job is to support the front desk team.

GM: How should they treat guests?
Staff: They should be polite and friendly.

GM: Why is it important to be reliable?
Staff: Guests and staff can trust them to do their work well.

GM: What about communication?
Staff: They must speak clearly and respond politely to everyone.

GM: How should they handle problems?
Staff: They should stay calm and find a solution.

GM: What is attention to detail?
Staff: It means to be careful with small things.

GM: Why is warm hospitality important?
Staff: It helps guests feel welcome and happy.

GM: What does flexibility mean?
Staff: They can work at different times and do different tasks.

GM: How should they work with the team?
Staff: They should motivate and guide the staff.

GM: What is a key quality for this role?
Staff: To be careful, polite, and reliable.

GM: How can they grow in their job?
Staff: By learning more and doing their work better.

GM: Why are leadership skills needed?
Staff: To support the team and solve conflicts when needed.

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

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