- good service needs cultural knowledge
Customer satisfaction
- Guests feel welcome and respected
- The staff says “Hello” with a smile.
- Guests get help with their luggage.
- The receptionist listens carefully.
- Staff uses polite words like “please” and “thank you.”
- Guests feel safe and comfortable.
- Problems are solved quickly.
- Positive feelings → good reviews
- A clean room makes guests happy.
- Friendly staff is mentioned in reviews.
- Guests write about fast service.
- A quiet hotel gets good comments.
- Guests post nice photos online.
- A surprise gift gets 5 stars.
- Increased loyalty → repeat visits
- Guests return to the same hotel next year.
- A family books again for holidays.
- Business travelers always choose the same hotel.
- Guests join a loyalty program.
- Regular guests get a small discount.
- A couple celebrates anniversaries at the same hotel.
- Word-of-mouth recommendation
- A guest tells friends about the hotel.
- Families recommend it to other families.
- Tourists tell people in their hometown.
- Guests share their stay on social media.
- Travelers suggest the hotel in online forums.
- A happy guest brings new visitors.
- Guests enjoy their stay more
- Guests sleep well in a good bed.
- They relax in a clean pool.
- Children play safely in the garden.
- Guests enjoy music in the lobby.
- They are happy with fast Wi-Fi.
- Guests like walking around the nice hotel area.
- Overall impact
- The hotel gets more bookings.
- Staff feel proud of their work.
- The hotel has a better reputation.
- Guests stay longer than planned.
- More people choose the hotel over others.
- The hotel grows and is successful.
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Customer Satisfaction
Customer satisfaction is very important in every hotel. When guests feel welcome and respected, they are happy from the first moment. A smile, polite words, and small help, like carrying luggage, make a big difference. Guests want to feel safe, comfortable, and listened to.
Positive feelings bring good reviews. When the room is clean, the staff is friendly, and the service is fast, guests write about it online. They often post nice photos and give high ratings. Sometimes a small surprise, like a gift, makes them write a five-star review.
Satisfied guests show increased loyalty. They come back again and again. Families return for holidays, business travelers always choose the same hotel, and couples celebrate special days. Loyalty programs or small discounts make guests even more interested in returning.
Good experiences lead to word-of-mouth recommendations. Guests tell their friends, post on social media, and suggest the hotel to other travelers. This is free advertising and brings many new visitors.
When guests enjoy their stay more, they sleep well, relax, and feel comfortable. They use the pool, enjoy the Wi-Fi, and like the garden or music.
The overall impact is clear: more bookings, better reputation, proud staff, and long-term success for the hotel.
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Vocabulary:
- Customer satisfaction – when a guest is happy with the hotel and service.
- To feel respected – to feel people are kind and value you.
- A polite word – a nice word like “please” or “thank you.”
- To carry luggage – to help move bags or suitcases.
- To feel safe – to feel there is no danger.
- To feel listened to – to feel someone hears and understands you.
- A review (hotel) – what a guest writes about their stay.
- To give a rating – to give stars or points to show how good something is.
- A surprise – something nice you did not expect.
- A gift – something you get for free, like a present.
- A satisfied guest – a guest who is happy with the stay.
- Increased loyalty – when guests come back many times.
- To choose – to pick one thing and not another.
- To celebrate – to enjoy a special day, like a birthday.
- A discount – when you pay less money than usual.
- An experience – something you do and remember.
- A word-of-mouth recommendation – when a guest tells friends about the hotel.
- To suggest – to say an idea to someone.
- Free advertising – when people talk about a hotel, and it costs nothing.
- To enjoy – to like something very much.
- To relax – to rest and feel calm.
- The overall impact – the total effect or result of something.
- A booking – when you reserve a room or place.
- A reputation – what people think about a hotel.
- Long-term success – good results that last many years.
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Cheat Sheet
| Category | Key Points | Examples / Notes |
|---|---|---|
| Guests feel welcome and respected | Smile, respect, help | Staff says “Hello” with a smile • Help with luggage • Receptionist listens • Use polite words • Guests feel safe • Problems solved quickly |
| Positive feelings → good reviews | Clean, friendly, quiet | Clean room makes guests happy • Friendly staff in reviews • Fast service mentioned • Quiet hotel gets good comments • Guests post photos • Surprise gift = 5 stars |
| Increased loyalty → repeat visits | Guests return, discounts | Guests come back next year • Family books again • Business travelers choose same hotel • Join loyalty program • Regular guests get discount • Couples celebrate anniversaries |
| Word-of-mouth recommendation | Guests tell others | Guests tell friends • Families recommend • Tourists tell people at home • Share on social media • Suggest in online forums • Happy guest brings new visitors |
| Guests enjoy their stay more | Comfort, relax, enjoy | Guests sleep well • Relax in clean pool • Children play in garden • Enjoy lobby music • Happy with fast Wi-Fi • Like walking around hotel area |
| Overall impact | Success, growth | More bookings • Staff feel proud • Better reputation • Guests stay longer • More people choose hotel • Hotel grows and is successful |
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Dialogues:
1. Guests feel welcome and respected
Dialogue 1
Receptionist: Good morning! Welcome to our hotel. How can I help you today?
Guest: Good morning. I have a reservation for two nights. My name is Anna Smith.
Receptionist: Yes, we have your booking. Let me call our bellboy to help you with your luggage.
Receptionist (calling): Excuse me! Can you help carry the guest’s luggage to the room, please?
Bellboy: Of course! I will take the bags to the room.
Guest: Thank you! I have two big suitcases and a small backpack.
Bellboy: No problem. Please follow me. Your room is on the third floor.
Guest: Great! I hope it is quiet.
Receptionist: It is a quiet room. We want all guests to feel safe and comfortable.
Guest: Thank you! I already feel very welcome here.
Dialogue 2
Guest: Excuse me, I need help with the air conditioner in my room.
Receptionist: Of course! I can come to your room and show you how it works.
Guest: Thank you. You are very polite and helpful.
Receptionist: It’s our pleasure. We always try to make guests feel respected.
Guest: I feel safe and happy here. That is very important to me.
Receptionist: We are glad to hear that. If you need anything else, please call us anytime.
Guest: Thank you! I already feel at home in this hotel.
2. Positive feelings → good reviews
Dialogue 1
Guest: The room is very clean, and I like the bed. It is very comfortable.
Receptionist: Thank you! We clean the rooms carefully every day.
Guest: The staff is very friendly too. They always help me with questions.
Receptionist: That is nice to hear. We want all guests to feel happy.
Guest: I will write a good review online. I want other people to know about this hotel.
Receptionist: Thank you! Good reviews help us a lot and make our staff proud.
Guest: I am very happy to stay here. It is a wonderful experience.
Dialogue 2
Guest: I really enjoy my stay. The hotel is quiet, and the view is beautiful.
Receptionist: That is wonderful! We try to make our hotel relaxing for everyone.
Guest: I also like the small gift you gave me at check-in. It was a nice surprise.
Receptionist: We like to surprise guests sometimes. It makes them feel special.
Guest: I will post photos online and give five stars.
Receptionist: Thank you! We are happy when guests are satisfied.
Guest: I will tell my friends to visit here too.
—————end of audio—————
3. Increased loyalty → repeat visits
Dialogue 1
Guest: I stayed here last year, and I really liked it.
Receptionist: Welcome back! We are happy to see you again.
Guest: I think I will come every summer with my family.
Receptionist: That is great! We have a loyalty program with discounts for returning guests.
Guest: That is perfect. I like this hotel very much.
Receptionist: We are happy you enjoy it. Loyal guests like you are very important to us.
Guest: I feel like this hotel is my second home.
Dialogue 2
Guest: My family enjoyed the hotel so much last time. Can we book the same room for next month?
Receptionist: Of course! I will check availability.
Guest: Thank you. We want the same view and a quiet room.
Receptionist: No problem. We also offer a small discount for returning families.
Guest: That is very nice. We feel very comfortable here.
Receptionist: We are glad! We want guests to come back again and again.
Guest: We will tell our friends to visit too.
4. Word-of-mouth recommendation
Dialogue 1
Guest 1: I love this hotel! The staff is so friendly, and everything is clean.
Guest 2: Really? I need a hotel for my holiday next month.
Guest 1: You should stay here. I will tell my friends and family too.
Guest 2: That sounds good. Do you think it is safe for children?
Guest 1: Yes, very safe. My children played in the garden and pool, and they loved it.
Guest 2: That is perfect! I will book it.
Dialogue 2
Guest: I had a great stay at this hotel. Can I write about it on Facebook?
Receptionist: Of course! Guests sharing their experience is very helpful for us.
Guest: I will also tell my friends to come here.
Receptionist: Thank you! That is a wonderful way to recommend our hotel.
Guest: The pool, garden, and staff make it a very happy place.
Receptionist: We are glad you enjoyed it. Your recommendation means a lot to us.
Guest: I hope more people will come and enjoy it too.
———————–end of audio—————-
5. Guests enjoy their stay more
Dialogue 1
Guest: The bed is very comfortable, and the room is clean. I sleep very well.
Receptionist: We are happy to hear that. A good rest is important for all guests.
Guest: I also enjoy the pool. It is very clean and relaxing.
Receptionist: We try to keep it perfect for families and adults.
Guest: I feel relaxed and happy. This is a perfect holiday.
Receptionist: That is our goal. We want all guests to enjoy their stay.
Guest: I will remember this hotel for a long time.
Dialogue 2
Guest: My children like the garden and play area very much.
Receptionist: That is wonderful! We try to make our hotel fun for families.
Guest: We also enjoy walking around the hotel. The area is beautiful.
Receptionist: Thank you! We want guests to feel comfortable and happy everywhere in the hotel.
Guest: The music in the lobby is nice too. It makes us feel relaxed.
Receptionist: We are glad you enjoy it. Happy guests are the most important for us.
Guest: We will definitely come back next year!