– how to speak without talking
🗣️ What it means
- Non-verbal communication = using face, hands, and body, not only words.
- It shows kindness, respect, and care for guests.
😊 1. Smile
- Shows: Welcome, friendliness, calm
- Helps guests relax, even when there is a problem.
Key words: smile, friendly, calm, welcome, relax
👀 2. Eye Contact
- Look at the guest to show you listen and care.
- Don’t stare — look kindly and shortly.
Key words: eye contact, listen, care, polite
💪 3. Body Language
- Stand straight → ready to help
- Lean forward a little → interested
- Don’t cross arms → looks unfriendly
Key words: body, posture, stand, open, friendly
🤲 4. Gestures & Voice
- Nod → you understand
- Soft voice → respect, calm tone
Key words: nod, soft voice, calm, polite
💡 Remember
Your smile, eyes, and body speak too —
Use them to make every guest feel welcome and safe.
################
A smile can say more than words
In hospitality, good service is not only about what we say, but also about how we act. Guests watch our faces, hands, and body. This is called non-verbal communication. It helps guests feel welcome, safe, and respected.
A smile is very important. When we smile, the guest feels that we are friendly and happy to help. Even if the guest has a problem, a calm smile can make the situation easier.
Eye contact also shows care. When we look at the guest while listening, they know we are paying attention. But we should not stare too long, because that can feel uncomfortable.
Our body language sends strong messages. When we stand straight, we look professional. Leaning a little forward shows that we are interested. If we cross our arms or look away, we can seem unfriendly.
Gestures and voice are part of communication too. Nodding shows that we understand. Speaking with a soft and calm voice shows respect and kindness.
All these small actions together create a big effect. When guests feel welcome and understood, they remember the service and want to come back.
Good hospitality always begins with a smile — and ends with a happy guest.
__________________________
Vocabulary:
hospitality business – hotels, restaurants, or places that help guests feel welcome
to act – to do something
non-verbal communication – talking with face, hands, or body, not words
to feel safe – to feel no danger
to feel respected – to feel others are kind and polite to you
to make a situation easier – to help and solve a problem
eye contact – looking at someone’s eyes when talking
to show care – to show that you are kind and want to help
to pay attention – to listen and watch carefully
to stare – to look for a long time
to feel uncomfortable – to feel bad, nervous, or not relaxed
to send a message (body language) – to show something with your body
to stand straight – to stand with a straight back
to lean forward – to move your body a little toward someone
to cross arms – to put your arms over your chest
to seem unfriendly – to look not kind or not happy
a gesture – a movement of hands or body to show something
to nod – to move your head up and down to say yes
a soft, calm voice – a quiet and nice voice
to create an effect – to make something happen or give a feeling
#################
Vocabulary test:
1. What is “hospitality business”?
a) Hotels, restaurants, and places where guests feel welcome
b) Schools where people go to study English language
c) Factories where workers make clothes every day
2. What does “to act” mean?
a) To read a book carefully in class
b) To do something to solve a problem or help
c) To sleep during free time quietly
3. What is “non-verbal communication”?
a) Talking only by using spoken words aloud
b) Writing letters to other people in work or school
c) Talking by using face, hands, and body gestures
4. What does “to feel safe” mean?
a) To feel no danger and be calm in the place
b) To feel hungry and want to eat some food
c) To feel tired after a long day of work
5. What does “to feel respected” mean?
a) To feel happy and enjoy something nice
b) To feel others are kind and polite to you
c) To feel sleepy and ready to go to bed
6. What does “to make a situation easier” mean?
a) To eat food or drink water quickly
b) To help someone and solve the problem
c) To read a book carefully and write notes
7. What is “eye contact”?
a) Looking directly at someone’s eyes while talking
b) Closing your eyes for a short moment silently
c) Covering your eyes with your hands carefully
8. What does “to show care” mean?
a) To write a note for someone or send a letter
b) To show you are kind and want to help someone
c) To listen to music quietly in a room
9. What does “to pay attention” mean?
a) To dance or move your body with music
b) To sleep or rest when there is free time
c) To listen carefully and watch what someone does
10. What does “to stare” mean?
a) To look at someone for a long time without moving
b) To close your eyes for a long moment silently
c) To move hands or body without any meaning
11. What does “to feel uncomfortable” mean?
a) To feel nervous or not relaxed in a situation
b) To feel happy and calm with everything around
c) To feel very relaxed and ready to sleep
—————end of audio—————
12. What does “to send a message (body language)” mean?
a) To write a note and give it to someone quickly
b) To talk only using written words on paper
c) To show something using your body and gestures
13. What does “to stand straight” mean?
a) To walk fast from one place to another quickly
b) To stand with a straight back and look confident
c) To sit down carefully on a chair or bench
14. What does “to lean forward” mean?
a) To move hands or arms while speaking or listening
b) To move your body a little toward another person
c) To sit down slowly on a chair or bench
15. What does “to cross arms” mean?
a) To lift legs and stretch them in front of you
b) To wave hands to say hello or goodbye
c) To put arms over your chest in a fixed position
16. What does “to seem unfriendly” mean?
a) To look very happy and friendly to everyone
b) To look not kind or not happy to other people
c) To look very tall and bigger than other people
17. What is “a gesture”?
a) A loud noise made by someone or something
b) A type of food served in hotels or restaurants
c) A movement of hands or body to show meaning
18. What does “to nod” mean?
a) To shake hands with someone formally
b) To move your head up and down to say yes
c) To wave your hand to greet another person
19. What is “a soft, calm voice”?
a) A very loud voice that can be heard from far
b) A high singing voice used for singing songs
c) A quiet and nice voice that is calm and gentle
20. What does “to create an effect” mean?
a) To jump or move your body in the air quickly
b) To make something happen or give a feeling
c) To eat something or drink quickly during break
____________________
Answers: 1a, 2b, 3c, 4a, 5b, 6b,
7a, 8b, 9c, 10a, 11a, 12c, 13b, 14b,
15c, 16b, 17c, 18b, 19c, 20a
___________________
Correct version:
1. What is “hospitality business”? That means:
Hotels, restaurants, and places where guests feel welcome
2. What does “to act” mean? That means:
To do something to solve a problem or help
3. What is “non-verbal communication”? That means:
Talking by using face, hands, and body gestures
4. What does “to feel safe” mean? That means:
To feel no danger and be calm in the place
5. What does “to feel respected” mean? That means:
To feel others are kind and polite to you
6. What does “to make a situation easier” mean? That means:
To help someone and solve the problem
7. What is “eye contact”? That means:
Looking directly at someone’s eyes while talking
8. What does “to show care” mean? That means:
To show you are kind and want to help someone
9. What does “to pay attention” mean? That means:
To listen carefully and watch what someone does
10. What does “to stare” mean? That means:
To look at someone for a long time without moving
11. What does “to feel uncomfortable” mean? That means:
To feel nervous or not relaxed in a situation
12. What does “to send a message (body language)” mean? That means:
To show something using your body and gestures
13. What does “to stand straight” mean? That means:
To stand with a straight back and look confident
14. What does “to lean forward” mean? That means:
To move your body a little toward another person
15. What does “to cross arms” mean? That means:
To put arms over your chest in a fixed position
16. What does “to seem unfriendly” mean? That means:
To look not kind or not happy to other people
17. What is “a gesture”? That means:
A movement of hands or body to show meaning
18. What does “to nod” mean? That means:
To move your head up and down to say yes
19. What is “a soft, calm voice”? That means:
A quiet and nice voice that is calm and gentle
20. What does “to create an effect” mean? That means:
To make something happen or give a feeling
###################
Gap-fill exercise:
1. When a guest asks for help, staff should always ______ politely.
a) act
b) stare
c) lean
2. Good receptionists always ______ attention to their guests.
a) lean
b) pay
c) nod
3. Sometimes you need to ______ forward to hear the guest better.
a) act
b) stare
c) lean
4. If someone is unhappy, you should ______ care.
a) show
b) stand
c) nod
5. During a meeting, it is polite to ______ your head to agree.
a) lean
b) nod
c) stare
6. Guests feel secure when staff quickly ______ in emergencies.
a) act
b) stare
c) show
7. Sometimes people ______ at others to see what they are doing.
a) nod
b) act
c) stare
8. Good staff always ______ straight to look confident.
a) stand
b) lean
c) nod
9. You can ______ a message with your body without words.
a) act
b) stare
c) send
10. When you meet someone, you often ______ to greet politely.
a) show
b) nod
c) lean
11. Staff can ______ a situation easier by helping immediately.
a) make
b) pay
c) nod
12. If you are nervous, you might ______ your arms over your chest.
a) cross
b) stand
c) show
13. Guests appreciate when staff ______ care for their needs.
a) lean
b) pay
c) show
14. In training, you must always ______ attention to instructions.
a) stare
b) pay
c) nod
15. Sometimes you need to ______ forward slightly to speak clearly.
a) lean
b) act
c) nod
——————————
Answers:
1a, 2b, 3c, 4a, 5b, 6a,
7c, 8a, 9c, 10b, 11a,
12a, 13c, 14b, 15a
—————————–
Full version:
1. When a guest asks for help, staff should always act politely.
2. Good receptionists always pay attention to their guests.
3. Sometimes you need to lean forward to hear the guest better.
4. If someone is unhappy, you should show care.
5. During a meeting, it is polite to nod your head to agree.
6. Guests feel secure when staff act quickly in emergencies.
7. Sometimes people stare at others to see what they are doing.
8. Good staff always stand straight to look confident.
9. You can send a message with your body without words.
10. When you meet someone, you often nod to greet politely.
11. Staff can make a situation easier by helping immediately.
12. If you are nervous, you might cross your arms over your chest.
13. Guests appreciate when staff show care for their needs.
14. In training, you must always pay attention to instructions.
15. Sometimes you need to lean forward slightly to speak clearly.
################
True, false:
1. Staff should always act politely when a guest asks for help.
2. Paying attention to guests is not important for good receptionists.
3. Leaning forward can help you hear a guest better.
4. Showing care is only necessary if a guest complains loudly.
5. Nodding your head during a meeting is a polite gesture.
6. Guests feel secure when staff act quickly in emergencies.
7. Staring at people helps them feel comfortable.
8. Standing straight helps staff look confident.
9. You can send a message with your body without words.
10. Crossing your arms over your chest can show nervousness.
11. Staff should ignore instructions in training if they are busy.
12. Leaning forward slightly can help you speak clearly.
13. Guests appreciate when staff show care for their needs.
14. Staff should act slowly and hesitate in emergencies.
________________________
Answer Key:
- True: 1,3,5,6,8,9,12,13
________________________
Full answers:
1. Staff should always act politely when a guest asks for help.
2. Paying attention to guests is not important for good receptionists.
True is: Paying attention to guests is very important for good receptionists.
3. Leaning forward can help you hear a guest better.
4. Showing care is only necessary if a guest complains loudly.
True is: Showing care is important even if the guest is quiet.
5. Nodding your head during a meeting is a polite gesture.
6. Guests feel secure when staff act quickly in emergencies.
7. Staring at people helps them feel comfortable.
True is: Staring at people usually makes them feel uncomfortable.
8. Standing straight helps staff look confident.
9. You can send a message with your body without words.
10. Crossing your arms over your chest can show nervousness.
True is: Crossing your arms over your chest can show nervousness or discomfort.
11. Staff should ignore instructions in training if they are busy.
True is: Staff should always pay attention to instructions in training.
12. Leaning forward slightly can help you speak clearly.
13. Guests appreciate when staff show care for their needs.
14. Staff should act slowly and hesitate in emergencies.
True is: Staff should act quickly and confidently in emergencies.
################
Match the word to its definition:
Words:
- hospitality business
- to act
- non-verbal communication
- to feel safe
- to feel respected
- to make a situation easier
- eye contact
- to show care
- to pay attention
- to stare
- to feel uncomfortable
- to send a message (body language)
- to stand straight
- to lean forward
Definitions:
a) To do something to solve a problem or help
b) A movement of hands or body to give meaning
c) Looking directly at someone’s eyes while talking
d) Hotels, restaurants, and places where guests feel welcome
e) To feel calm and protected from danger
f) To feel nervous or not relaxed in a situation
g) To move your body slightly toward another person
h) To pay careful attention to someone or something
i) To make a situation easier or help someone
j) To show you are kind and want to help someone
k) To look at someone for a long time without moving
l) To feel others are kind and polite to you
m) To stand with a straight back and look confident
n) Talking by using face, hands, and body gestures
_____________________
Answers:
1d, 2a, 3n, 4e, 5l, 6i, 7c, 8j, 9h, 10k, 11f, 12b, 13m, 14g
_____________________
Full version:
- hospitality business – that means: Hotels, restaurants, and places where guests feel welcome
- to act – that means: To do something to solve a problem or help
- non-verbal communication – that means: Talking by using face, hands, and body gestures
- to feel safe – that means: To feel calm and protected from danger
- to feel respected – that means: To feel others are kind and polite to you
- to make a situation easier – that means: To make a situation easier or help someone
- eye contact – that means: Looking directly at someone’s eyes while talking
- to show care – that means: To show you are kind and want to help someone
- to pay attention – that means: To pay careful attention to someone or something
- to stare – that means: To look at someone for a long time without moving
- to feel uncomfortable – that means: To feel nervous or not relaxed in a situation
- to send a message (body language) – that means: A movement of hands or body to give meaning
- to stand straight – that means: To stand with a straight back and look confident
- to lean forward – that means: To move your body slightly toward another person
##############
Fill in, words below:
respected – professional – act – respect –
unfriendly – communication –
smile – shows – face –
stare – nodding
————————————–
In hospitality, good service is not only about what we say, but also about how we __________.
Guests watch our__________, hands, and body.
This is called non-verbal __________.
It helps guests feel welcome, safe, and __________.
A smile is very important. It __________ we are friendly and happy to help.
Eye contact also shows care, but we should not __________ too long because it can feel uncomfortable.
Standing straight looks __________, and leaning slightly forward shows interest.
Crossing arms or looking away can seem __________
__________shows understanding.
Speaking with a soft and calm voice shows __________.
All these small actions together make a big effect.
Good service begins with a __________ and ends with a happy guest.
——————————-
Full version:
In hospitality, good service is not only about what we say, but also about how we act. Guests watch our face, hands, and body. This is called non-verbal communication. It helps guests feel welcome, safe, and respected.
A smile is very important. It shows we are friendly and happy to help. Eye contact also shows care, but we should not stare too long because it can feel uncomfortable. Standing straight looks professional, and leaning slightly forward shows interest. Crossing arms or looking away can seem unfriendly. Nodding shows understanding. Speaking with a soft and calm voice shows respect.
All these small actions together make a big effect. Good service begins with a smile and ends with a happy guest.
##############
Multiple-choice situations:
1. A guest seems nervous when checking in. What should you do?
a) Ignore them
b) Show care and pay attention
c) Stare at them
2. A guest asks for help with their luggage. What is the best reaction?
a) Act quickly to help them
b) Wait and see if they manage alone
c) Cross your arms and nod
3. A guest is explaining a problem with the room. What should you do?
a) Stare at them without speaking
b) Turn away and write notes silently
c) Lean forward and listen carefully
4. During a meeting, a colleague is explaining new rules. How should you respond?
a) Nod to show you are listening
b) Cross your arms and look away
c) Speak loudly over them
5. A guest looks upset at the front desk. What is the best way to act?
a) Show care and use a calm voice
b) Ignore the guest
c) Stare until they calm down
6. A guest is asking directions in the lobby. What should you do?
a) Point vaguely and walk away
b) Lean forward slightly and explain clearly
c) Turn your back and continue working
7. You notice a guest is uncomfortable while waiting. How should you react?
a) Pay attention and offer assistance
b) Keep working and ignore them
c) Stare and nod slowly
8. A colleague asks you a question about procedures. What is the best response?
a) Lean back and ignore the question
b) Cross your arms and shake your head
c) Stand straight, listen, and act politely
9. A guest thanks you for help. How should you respond?
a) Stare at them
b) Nod politely and smile
c) Act quickly and walk away
10. A guest cannot find their key card. What should you do?
a) Act immediately to solve the problem
b) Tell them it is their fault
c) Stare at them silently
__________________________
Answer:
1b, 2a, 3c, 4a, 5a, 6b, 7a, 8c, 9b, 10a
###################
Dialogue 1 – guest, complaint, staff, bell boy, problem solved – and body language……
Guest: (frowning [to move your eyebrows together because you are unhappy, angry, or worried], arms crossed, voice loud) “The air condition in my room does not work! It is very hot!”
Staff: (standing straight, calm voice, leaning slightly forward) “I am very sorry. I understand your problem. Let me help you.”
Guest: (pacing[walking back and forth because you are nervous,], tapping fingers) “I cannot stay in this room like this!”
Staff: (nodding, eye contact, hands open) “I can offer you a drink at the bar while maintenance fixes the air condition. Or, if you want, I can prepare another room immediately.”
Guest: (sighs, shoulders relaxing a bit) “I think I want a new room. I cannot wait.”
Staff: (soft, calm voice, gestures politely toward elevator) “Of course. The bellboy will help you move your luggage. Please follow me.”
Bellboy: (standing straight, smiling, hands ready) “Hello, I will carry your bags to the new room. Please follow me.”
Guest: (nods, hands uncrossed) “Thank you. I appreciate your help.”
Staff: (smiling, eye contact) “You are welcome. I hope you enjoy your stay in the new room.”
(Later, staff calls the guest’s room)
Staff: (soft voice) “Good afternoon, sir. The air condition in your first room is now fixed. I wanted to check if everything is okay.”
Guest: (smiling, relaxed posture) “Yes, thank you. Everything works perfectly now. I am very happy with your help.”
Staff: (smiles, standing straight) “I am glad to hear that. Please enjoy your stay. We are always here to help.”
_______________________
Body Language Commentary
Guest:
- Initially: crossed arms, frowning, pacing = frustration.
- During solution: shoulders relax, hands uncross = calm and trust.
- After AC is fixed: smiling, relaxed posture = satisfaction.
Staff:
- Standing straight, leaning forward, nodding, soft voice = attentiveness and care.
- Eye contact, open hands, smiles = reassurance and professionalism.
- Follow-up call shows continuing care.
Bellboy:
- Straight posture, smile, ready hands = helpfulness and friendliness.
###################
Dialogue 2 – guest complaint about toilet (second time):
Guest: (frowning, arms crossed, voice loud) “The toilet does not flush again! This is the second time!”
Staff: (standing straight, calm voice, leaning slightly forward) “I am very sorry for this problem. I understand your frustration. Let me help you immediately.”
Guest: (pacing, tapping fingers on the counter, sighing) “I cannot stay in a room with this problem! It is not acceptable!”
Staff: (nodding, eye contact, hands open) “I understand. I can offer you a drink at the bar while maintenance fixes the toilet. Or, if you prefer, I can prepare another room for you. Additionally, we would like to offer you a free dinner tonight for the inconvenience.”
Guest: (frowning, shoulders tense, lips pressed together) “I want another room. I cannot wait again.”
Staff: (soft, calm voice, gestures toward elevator, smiling slightly) “Of course. The bellboy will help you with your luggage. Please follow me, and I will make sure the new room is ready. Your dinner is arranged for this evening, and the bar is available if you wish a drink.”
Bellboy: (standing straight, friendly smile, hands ready) “Hello, I will carry your bags to the new room. Please follow me.”
Guest: (arms uncrossed, nodding slowly, shoulders relaxing) “Thank you. I appreciate your help and the dinner offer.”
(Later, staff calls the guest to confirm)
Staff: (soft voice) “Good afternoon, sir. Your new room is ready, and the toilet has been checked. Is everything working well?”
Guest: (smiling, relaxed posture) “Yes, everything works perfectly now. Thank you very much for your help. I am happy with your service.”
Staff: (smiling, standing straight, eye contact) “I am glad to hear that. We are always here to help.”
____________________
Body Language Commentary
Guest:
- Crossed arms, frown, pacing, tapping fingers, sighing = anger, frustration, impatience.
- Tense shoulders, lips pressed together = stress and dissatisfaction.
- Uncrossed arms, slow nod, relaxed shoulders, smile = calm, satisfaction, gratitude after staff attention and offers.
Staff:
- Standing straight, leaning forward, calm voice, smiling = confidence, attentiveness, reassurance.
- Nodding, open hands, gestures toward elevator = empathy and professional guidance.
- Follow-up call and offers (drink, room, dinner) = continued care, problem-solving, and guest satisfaction.
Bellboy:
- Straight posture, ready hands, friendly smile = helpfulness and smooth transition to new room.
This dialogue now demonstrates excellent hospitality, with non-verbal cues, team cooperation, and multiple guest-focused solutions.
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