some ideas, step by step, including an SOP

When a guest comes to the hotel from the airport, the hotel wants to make the guest feel welcome and comfortable. First, the driver goes to the airport. He has a sign with the guest’s name. He greets the guest with a smile, helps with the luggage, and gives water or a cold towel if the guest wants. Then, the driver takes the guest to the hotel. The car is clean and comfortable. The driver can talk to the guest and give some information about the city or the hotel.

When the guest arrives at the hotel, the bell staff opens the car door and carries the luggage. They greet the guest by name and offer a welcome drink. The staff takes the guest to the reception desk or a lounge for check-in. At check-in, the front desk asks for the guest’s ID or passport, confirms the room, and explains the hotel services and facilities. They also make sure the room is ready and prepared for the guest.

After check-in, a bell staff member or guest relations person takes the guest to the room. They show the guest the room, including the air conditioning, TV, safe, Wi-Fi, and minibar. They also show any welcome gifts or notes and ask if the guest needs help. Later, the staff can call the room to check that the guest is happy and comfortable.

______________________

Vocabulary:

a resort – a place where people go on holiday, often with hotels, pools, and activities
to feel welcome – to feel happy and comfortable when you arrive somewhere
to be comfortable – to feel relaxed and at ease
a sign with a name – a piece of paper or board with someone’s name on it
to greet – to say hello to someone
luggage – bags or suitcases you take when you travel
a towel – a piece of cloth to dry your body or hands
to be clean – to have no dirt
bell staff – hotel workers who help with your bags and show you your room
to carry the luggage – to take someone’s bags and bring them somewhere
staff – people who work in a hotel, company, or place
a reception desk – the place in a hotel where you check in and get information
a lounge – a comfortable room to sit and wait
to check-in – to give your name and ID at the hotel to get your room
to confirm the room – to make sure the room is ready for the guest
to explain – to give information so someone understands
a facility (hotel) – something in the hotel for guests, like a pool or gym
guest relations – hotel staff who help guests and answer questions
including – with something else; for example, “The room is big, including a bathroom.”
a welcome gift – a small present for a guest when they arrive
a welcome note – a short message for a guest when they arrive
to check – to look at something to make sure it is okay

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

Multiple choice, one answer correct:

version 1-11

version 12-20

version 21-22

________________________

What is a resort?
a) A bag for carrying clothes when travelling
b) A place for holidays with hotels and activities for guests
c) A small place to sleep or rest
To feel welcome means:
a) To arrive at a hotel and be happy and comfortable
b) To carry your luggage to your room
c) To make your bed and clean the room
To be comfortable means:
a) To sit or lie and feel relaxed and at ease
b) To check your ID at the reception desk
c) To greet the staff when you enter
A sign with a name is:
a) A towel for drying your hands or body after a shower
b) A small note showing hotel rules and instructions
c) A piece of paper or board showing someone’s name clearly
To greet someone means:
a) To take the luggage to the guest’s room quickly
b) To explain how the hotel facilities can be used
c) To greet the guest politely and welcome them with a smile
Luggage is:
a) A small gift given to the guest on arrival
b) The bags and suitcases that a guest carries when travelling
c) The items provided to clean the room every day
A towel is:
a) A piece of cloth used to dry your body or hands after washing
b) A desk where the receptionist works and checks in guests
c) A place in the hotel where guests can sit and wait comfortably
To be clean means:
a) To greet a guest with a smile when they arrive
b) To have no dirt or stains and be tidy and fresh
c) To carry luggage from the car to the room carefully
Bell staff are:
a) Staff who clean towels and prepare the rooms daily
b) Hotel workers who help guests with their luggage and rooms
c) Guests who arrive early in the morning to check-in
To carry the luggage means:
a) To take all the guest’s bags and suitcases to their room
b) To greet the guest politely at the reception desk
c) To check the room and see if everything is ready
Staff are:
a) Pieces of paper used for notes or signs in the hotel
b) People who work in a hotel or business and help the guests
c) Small gifts or items left for the guest in the room

—————-end of file 1—————-
A reception desk is:
a) A small lounge with chairs for waiting comfortably
b) The place at the hotel where guests check-in and get information
c) A place where towels and linens are stored and cleaned
A lounge is:
a) A comfortable room in a hotel where guests can sit and wait
b) A desk where the receptionist checks in the guests daily
c) A piece of cloth used for drying hands or body after washing
To check-in means:
a) To take luggage to the guest’s room carefully and politely
b) To give your ID and name at the reception to get your room
c) To greet the guest and show them around the hotel facilities
To confirm the room means:
a) To make sure that the guest’s room is ready and prepared properly
b) To clean the room and replace all towels and sheets carefully
c) To explain the hotel services and facilities to the guest clearly
To explain means:
a) To give information so that someone understands something clearly
b) To greet a guest politely when they arrive at the hotel
c) To take luggage to the guest’s room and help them settle in
A facility (hotel) is:
a) A desk where the receptionist works to check-in guests daily
b) A small gift or note given to welcome the guest
c) Something in a hotel for guests to use, like a pool or gym
Guest relations are:
a) Guests who arrive early and wait in the lounge comfortably
b) Hotel staff who help guests and answer questions politely
c) People who clean the rooms and replace towels for guests
Including means:
a) To check-in at the reception desk before going to your room
b) Together with something else or as part of a group
c) To make sure the room is ready and clean for the guest
A welcome gift is:
a) A towel or piece of cloth provided in the guest’s room
b) A piece of paper showing the guest’s name and room number
c) A small present given to the guest when they arrive at the hotel

—————–end version 2—————-
A welcome note is:
a) A short message left for the guest to greet them politely
b) A room facility like a pool or lounge for the guest to enjoy
c) A towel or cloth provided in the guest’s room for drying
To check means:
a) To greet a guest politely when they arrive at the hotel
b) To give a small gift or present to the guest on arrival
c) To look at something carefully to make sure it is okay or ready

Answers:
1b 2a 3a 4c 5c 6b 7a 8b
9b 10a 11b 12b 13a 14b 15a
16a 17c 18b 19b 20c 21a 22c

__________________________

Full version:

Resort – A place for holidays with hotels and activities for guests
Feel welcome – To arrive at a hotel and be happy and comfortable
Be comfortable – To sit or lie and feel relaxed and at ease
Sign with a name – A piece of paper or board showing someone’s name clearly
Greet – To greet the guest politely and welcome them with a smile
Luggage – The bags and suitcases that a guest carries when travelling
Towel – A piece of cloth used to dry your body or hands after washing
Be clean – To have no dirt or stains and be tidy and fresh
Bell staff – Hotel workers who help guests with their luggage and rooms
Carry the luggage – To take all the guest’s bags and suitcases to their room
Staff – People who work in a hotel or business and help the guests
Reception desk – The place at the hotel where guests check-in and get information
Lounge – A comfortable room in a hotel where guests can sit and wait
Check-in – To give your ID and name at the reception to get your room
Confirm the room – To make sure that the guest’s room is ready and prepared properly
Explain – To give information so that someone understands something clearly
Facility (hotel) – Something in a hotel for guests to use, like a pool or gym
Guest relations – Hotel staff who help guests and answer questions politely
Including – Together with something else or as part of a group
Welcome gift – A small present given to the guest when they arrive at the hotel
Welcome note – A short message left for the guest to greet them politely
Check – To look at something carefully to make sure it is okay or ready

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

[love the picture created by AI, the driver, though the window 😉 ]

Matching Exercise – Words

Bell staff
Check-in
Towel
Lounge
Welcome gift
Luggage
Reception desk
Greet
Facility (hotel)
Guest relations
Sign with a name
Confirm the room
Be comfortable
Including

Definitions

a) A small present given to the guest when they arrive at the hotel
b) To give your ID and name at the reception to get your room
c) A piece of cloth used to dry your body or hands after washing
d) Hotel staff who help guests with their luggage and rooms
e) The place at the hotel where guests check-in and get information
f) To say hello and welcome a guest politely
g) Together with something else or as part of a group
h) A comfortable room in a hotel where guests can sit and wait
i) To make sure the guest’s room is ready and prepared properly
j) Staff who help guests and answer questions politely
k) Something in a hotel for guests to use, like a pool or gym
l) A piece of paper or board showing someone’s name clearly
m) To sit or lie and feel relaxed and at ease
n) To take all the guest’s bags and suitcases to their room

Answers

1d 2b 3c 4h 5a 6n 7e 8f 9k 10j 11l 12i 13m 14g
____________________________

Full version:

Bell staff help guests with their luggage and rooms.
Check-in means giving your ID and name at the reception to get your room.
Towel is a piece of cloth used to dry your body or hands after washing.
Lounge is a comfortable room in a hotel where guests can sit and wait.
Welcome gift is a small present given to the guest when they arrive at the hotel.
Luggage refers to all the guest’s bags and suitcases taken to their room.
Reception desk is the place at the hotel where guests check-in and get information.
Greet means to say hello and welcome a guest politely.
Facility (hotel) is something in a hotel for guests to use, like a pool or gym.
Guest relations are staff who help guests and answer questions politely.
Sign with a name is a piece of paper or board showing someone’s name clearly.
Confirm the room means to make sure the guest’s room is ready and prepared properly.
Be comfortable means to sit or lie and feel relaxed and at ease.
Including means together with something else or as part of a group.

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

Gap-fill exercise:

When a guest arrives from the airport, the hotel wants them to feel __________.
a) welcome
b) tired
c) bored
The driver waits at the airport with a __________ showing the guest’s name.
a) bag
b) sign
c) ticket
The driver helps the guest with their __________.
a) luggage
b) keys
c) map
If the guest wants, the driver can give water or a cold __________.
a) towel
b) bag
c) pen
The car should be clean and __________ for the guest.
a) fast
b) comfortable
c) small
The driver can talk to the guest and give __________ about the city or hotel.
a) money
b) information
c) pens
When arriving at the hotel, bell staff open the __________ door.
a) car
b) office
c) hotel
Bell staff carry the guest’s __________ to the reception.
a) luggage
b) bag
c) documents
Bell staff greet the guest by __________.
a) name
b) ID
c) phone
Guests are offered a __________ when they arrive.
a) towel
b) welcome drink
c) pen
Staff take the guest to the __________ desk or lounge for check-in.
a) bedroom
b) reception
c) taxi
At check-in, the front desk asks for the guest’s ID or __________.
a) passport
b) wallet
c) bag
The front desk confirms the __________.
a) luggage
b) room
c) car
Staff explain the hotel services and __________.
a) streets
b) shops
c) facilities
Staff make sure the room is ready and __________ for the guest.
a) prepared
b) empty
c) far
After check-in, a staff member takes the guest to their __________.
a) room
b) car
c) office
Staff show the guest the air conditioning, TV, safe, Wi-Fi, and __________.
a) elevator
b) stairs
c) minibar
Any welcome gifts or notes are shown and the guest is asked if they need __________.
a) help
b) keys
c) money
Later, staff can call the room to check that the guest is happy and __________.
a) ready
b) tired
c) comfortable
The hotel wants the guest to feel at __________ and enjoy their stay.
a) home
b) work
c) school

Answers:

1a 2b 3a 4a 5b 6b 7c 8a
9a 10b 11b 12a 13b 14c
15a 16a 17c 18a 19c 20b

______________________

Full version:

When a guest arrives from the airport, the hotel wants them to feel welcome.
The driver waits at the airport with a sign showing the guest’s name.
The driver helps the guest with their luggage.
If the guest wants, the driver can give water or a cold towel.
The car should be clean and comfortable for the guest.
The driver can talk to the guest and give information about the city or hotel.
When arriving at the hotel, bell staff open the office door.
Bell staff carry the guest’s luggage to the reception.
Bell staff greet the guest by ID.
Guests are offered a pen when they arrive.
Staff take the guest to the reception desk or lounge for check-in.
At check-in, the front desk asks for the guest’s ID or passport.
The front desk confirms the room.
Staff explain the hotel services and shops.
Staff make sure the room is ready and prepared for the guest.
After check-in, a staff member takes the guest to their car.
Staff show the guest the air conditioning, TV, safe, Wi-Fi, and garden.
Any welcome gifts or notes are shown and the guest is asked if they need help.
Later, staff can call the room to check that the guest is happy and ready.
The hotel wants the guest to feel at home and enjoy their stay.

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

True or false:

The driver greets the guest with a smile.
Guests must carry their own luggage from the car.
Bell staff open the car door for guests.
The driver can offer water or a cold towel.
The car should be dirty to feel realistic.
Staff explain hotel services and facilities.
The reception desk is where guests check-in.
Guests are never offered a welcome drink.
Staff take guests to their room after check-in.
Guests’ rooms are checked to make sure they are ready.
Bell staff can talk to the guest about the hotel.
The driver usually waits at the hotel, not the airport.
Staff show the air conditioning, TV, safe, Wi-Fi, and minibar.
The hotel wants guests to feel uncomfortable.
Guest relations staff may call to check if the guest is happy.
Guests’ IDs or passports are checked at check-in.
Staff ignore welcome gifts or notes in the room.
The driver can provide information about the city.
Bell staff greet the guest by name.
The car should be clean and comfortable.

True: 1,3,4,6,7,9,10,13,15,16,19

Answers:

The driver greets the guest with a smile.
Guests must carry their own luggage from the car. True is: Bell staff carry the luggage.
Bell staff open the car door for guests.
The driver can offer water or a cold towel.
The car should be dirty to feel realistic. True is: The car should be clean and comfortable.
Staff explain hotel services and facilities.
The reception desk is where guests check-in.
Guests are never offered a welcome drink. True is: Guests are offered a welcome drink.
Staff take guests to their room after check-in.
Guests’ rooms are checked to make sure they are ready.
Bell staff can talk to the guest about the hotel. True is: The driver can talk to the guest about the hotel.
The driver usually waits at the hotel, not the airport. True is: The driver waits at the airport.
Staff show the air conditioning, TV, safe, Wi-Fi, and minibar.
The hotel wants guests to feel uncomfortable. True is: The hotel wants guests to feel welcome and comfortable.
Guest relations staff may call to check if the guest is happy.
Guests’ IDs or passports are checked at check-in.
Staff ignore welcome gifts or notes in the room. True is: Staff show welcome gifts or notes to the guest.
The driver can provide information about the city. True is: The driver can provide information about the city or hotel.
Bell staff greet the guest by name.
The car should be clean and comfortable.

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

How to…….., a summary

1. Airport Arrival & Pickup

Arrange a driver or hotel shuttle to meet the guest at the airport with a name sign.
Assist with luggage and offer a bottle of water or a refreshing towel.
Provide Wi-Fi access or information about the ride and estimated time to the hotel.

2. Transfer to the Hotel

Driver engages politely, shares useful local information.
Vehicle should be clean, comfortable, possibly offering amenities (water, charger, magazines).

————————-
Arrange for a driver or hotel shuttle to meet the guest at the airport with a name sign. Help with luggage and offer water or a refreshing towel. Give information about the ride and estimated time to the hotel. Make Wi-Fi or hotspot information available.
During the transfer, the driver should be polite and friendly, sharing simple local tips. The vehicle must be clean and comfortable. Offer small amenities like water, a charger, or magazines. Ensure a smooth, safe ride so the guest can relax after their journey.

——————————
3. Arrival at the Hotel

Bell staff greets the guest, opens the car door, and handles luggage.
A warm welcome (by name, if known) from the front desk or guest relations staff.
Offer of a welcome drink or cool towel.

4. Check-In Process

Guest is escorted to reception or directly to the lounge for seated check-in.
Passport/ID is collected for registration.
Booking details are confirmed (room type, dates, preferences).
Hotel facilities and services are briefly explained.
Credit card or deposit is secured smoothly.
————————

———————–

5. Escort to Room

A staff member (usually a bellboy or guest relations officer) escorts the guest.
Luggage is carried or delivered to the room.
On the way, staff may point out key facilities (restaurant, pool, spa).

6. Room Introduction

In the room, staff briefly demonstrates main features: air-conditioning, lighting, safe, TV, Wi-Fi access, minibar.
Any special amenities (welcome fruit, handwritten note, local snack) are highlighted.
Guest is asked if they need anything else before staff politely departs.

———————————-

When the guest arrives, bell staff greet them, open the car door, and handle luggage. Front desk or guest relations staff welcome the guest warmly, offering a drink or cool towel.
Guests are escorted to reception or a lounge for check-in. Passport or ID is collected, and booking details like room type, dates, and preferences are confirmed. Staff explain hotel facilities and services, and secure payment or a deposit smoothly.
A staff member escorts the guest to the room, carrying luggage. On the way, they may point out key facilities like the restaurant, pool, or spa. In the room, staff show the main features and any special amenities, then ask if anything else is needed before politely leaving.

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

Guest arrival checklist
(airport → room)

1. Airport Pickup (Driver/Concierge)

☐ Confirm flight & arrival details
☐ Meet guest with name sign & smile
☐ Assist with luggage
☐ Offer water/towel/Wi-Fi (if available)
☐ Escort to clean, prepared vehicle

2. Transfer to Hotel (Driver)

☐ Provide safe & comfortable ride
☐ Share brief local/hotel info if guest is interested
☐ Notify hotel of arrival time (10–15 min before)

3. Hotel Arrival (Bell Staff / Guest Relations)

☐ Open car door, greet warmly, handle luggage
☐ Welcome guest by name
☐ Offer welcome drink & towel
☐ Escort to reception or lounge for check-in
———————–

Driver meets guest at airport:

Driver: “Hello, Mr. Smith! Welcome to [City]. My name is John. I will take you to your hotel.”
Guest: “Hello, thank you.”
Driver: “Let me help with your luggage.”
Guest: “Thanks.”
Driver: “Here is some water and a towel. Wi-Fi is available if you need.”
Guest: “That’s great, thank you.”

During transfer to hotel:
Driver: “Your hotel is about 30 minutes from the airport.”
Guest: “Okay, sounds good.”
Driver: “If you want, I can tell you a little about the city or hotel.”
Guest: “Yes, please.”
Driver: “There is a nice restaurant in the hotel and a swimming pool.”

Driver notifies hotel:
Driver (on phone): “Hello, Mr. Smith is arriving in 10 minutes.”

———————–

4. Check-In (Front Desk)

☐ Collect passport/ID
☐ Confirm booking & preferences
☐ Process deposit/payment authorization
☐ Provide short hotel/facility orientation
☐ Ensure room amenities are ready

5. Escort to Room (Bell Staff / Guest Relations)

☐ Escort guest to room & carry luggage
☐ Point out key facilities en route
☐ Open room & place luggage inside
☐ Demonstrate main features (AC, Wi-Fi, TV, safe, minibar)
☐ Highlight welcome amenities
☐ Ask if guest needs anything else

6. Follow-Up (Front Desk / Guest Relations)

☐ Call room within 15–30 minutes
☐ Confirm guest satisfaction
☐ Offer further assistance (dining, tours, transport)

—————————-

Hotel Arrival – Bell Staff / Guest Relations
Bell Staff: “Good afternoon, Mr. Smith! Welcome to [Hotel Name]. Let me help with your luggage.”
Guest: “Thank you.”
Bell Staff: “Would you like a welcome drink or a cool towel?”
Guest: “A towel, please.”
Bell Staff: “Of course. Please follow me to the reception.”

Check-In – Front Desk
Front Desk: “May I have your passport, please?”
Guest: “Here you go.”
Front Desk: “Thank you. I will confirm your booking. You have a deluxe room for three nights, correct?”
Guest: “Yes, that’s correct.”
Front Desk: “We have noted your preferences. Your room is ready, and the deposit is processed. The hotel has a pool, gym, and restaurant. Enjoy your stay!”

Escort to Room – Bell Staff
Bell Staff: “I will show you to your room. Here is the pool and the restaurant on the way.”
Guest: “Thank you.”
Bell Staff: “Here is your room. The AC, TV, Wi-Fi, safe, and minibar are all ready. We also have a welcome fruit basket for you.”
Guest: “Great, thank you.”
Bell Staff: “Do you need anything else?”
Guest: “No, I’m fine.”

Follow-Up – Front Desk / Guest Relations (call 15–30 min later)
Front Desk: “Hello, Mr. Smith. This is the front desk. Is everything okay in your room?”
Guest: “Yes, everything is perfect, thank you.”
Front Desk: “Great! If you need anything—dining, tours, or transport—please call us anytime.”
Guest: “Will do, thanks.”

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

Making a guest happy, from airport to his room in resort/hotel (A2, a summary, present simple)