• >listen,
  >>appreciate,
  >>>fair,
  >>>>help,
  >>>>>communicate,
  >>>>>> solve,
  >>>>>>>positive,
  >>>>>>>> feedback

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A great team manager in the hospitality and tourism business knows how to work well with people. The manager listens, appreciates, is fair, helps, communicates clearly, solves problems, stays positive, and gives feedback. These simple actions build a strong and happy team.

First, a good manager listens carefully to the team. When staff talk about their problems or ideas, the manager pays attention and shows interest. Listening makes people feel respected and builds trust.

Second, a manager must appreciate the team’s work. Saying “thank you” and giving praise motivates staff to do their best. Everyone likes to know that their hard work is noticed.

Being fair is also very important. A manager should treat everyone the same and not have favorites. Fairness helps the team work together peacefully.

A great manager also helps the team. When someone struggles, the manager offers support, training, or advice. Helping others builds confidence and skills.

Good managers communicate clearly. They give simple, clear instructions so that everyone understands what to do. This avoids mistakes and stress.

They also solve problems fast. When conflicts or issues happen, the manager stays calm and finds a fair solution. Quick action keeps the team and guests happy.

A manager should create a positive workplace. Smiling, greeting people, and encouraging them make the job more enjoyable. A happy team works better together.

Finally, great managers give feedback. They tell staff what they do well and how to improve. Feedback helps people grow and feel valued.

In short, a great manager listens, supports, and inspires their team. In hospitality and tourism, where teamwork is essential, these qualities make all the difference.

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Vocabulary:

• hospitality business – hotels, restaurants, and places that take care of guests.
• to work well – to do your job in a good way.
• to appreciate – to say thank you and be happy about what someone does.
• to be fair – to treat everyone the same way.
• to communicate – to talk or write to someone to share ideas.
• to solve problems – to find answers when something is wrong.
• to stay positive – to be happy and think in a good way.
• to give feedback – to tell someone what they do well and what they can do better.
• to pay attention – to listen carefully.
• to show interest – to look and act like you care about something.
• to feel respected – to feel that people are kind and listen to you.
• to build trust – to make people believe in you.
• to give praise – to say good things about someone’s work.
• to motivate – to make someone want to do something.
• to be noticed – when someone sees and knows what you do.
• to treat the same – to act the same way with everyone.
• to struggle – to have a hard time doing something.
• to offer support – to help someone.
• to offer advice – to tell someone what they can do.
• to build confidence – to help someone believe in themselves.
• skills – things you can do well.
• to avoid mistakes – to stop errors before they happen.
• a conflict – when two people do not agree.
• an issue – a problem or something that needs to be fixed.
• to stay calm – to be quiet and not angry.
• a fair solution – an answer that is good for everyone.
• a positive workplace – a happy place to work.
• to encourage staff – to make workers feel strong and ready to do their job.
• an enjoyable job – work that is fun and nice to do.
• feedback – words that tell you how you are doing your work.
• to improve – to make something better.
• to feel valued – to feel that people think you are important.
• to support – to help someone.
• to inspire somebody – to make someone want to do something good.
• to be essential – to be very important.
• to make a difference – to do something that helps or changes things in a good way.

Before you continue, make sure you understand the text and the vocabulary that is given above.

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Key Words:

listen,
appreciate,
fair,
help,
communicate,
solve,
positive,
feedback

• Listen to Your Team
  • What it means: Pay attention when staff talk. Show you care about their ideas or problems.
  • Why it’s important: Staff feel valued when you listen. It builds trust.
  • Examples:
    • A waiter says guests are rude. Listen and ask, “Can you tell me what happened?”
    • A cleaner says they need more time for rooms. Nod and say, “I hear you. Let’s talk about it.”
  • Hints:
    • Look at them when they speak.
    • Don’t interrupt.
    • Repeat what they say to show you understand, e.g., “So, you feel stressed because of…?”
• Say Thank You
  • What it means: Tell staff they do a good job. Praise their work often.
  • Why it’s important: It makes staff feel appreciated and motivated.
  • Examples:
    • “Great job helping that guest, Maria!”
    • “Thank you, Ahmed, for cleaning the lobby so well.”
  • Hints:
    • Be specific: Say what they did well.
    • Praise in front of others sometimes, e.g., during a team meeting.
    • Write a thank-you note or give a small reward like a coffee voucher.
• Be Fair
  • What it means: Treat everyone the same. Don’t favor some staff over others.
  • Why it’s important: Fairness makes staff trust you and work as a team.
  • Examples:
    • Give shifts equally, e.g., don’t always give weekends to one person.
    • If a rule is “no phones,” apply it to everyone, not just some.
  • Hints:
    • Make clear rules and share them with everyone.
    • Explain why decisions are made, e.g., “I gave Anna the shift because she asked first.”
    • Check if staff feel rules are fair by asking, “Is this okay for everyone?”
• Help Your Team
  • What it means: Support staff when they struggle. Teach or train them.
  • Why it’s important: Helping staff improves their skills and confidence.
  • Examples:
    • A new receptionist is slow. Show them how to use the booking system.
    • A cleaner struggles with stains. Give them a new cleaning tool and show how to use it.
  • Hints:
    • Ask, “Do you need help with this task?”
    • Offer short training sessions, e.g., 10 minutes before a shift.
    • Pair new staff with experienced ones for support.
• Communicate Clearly
  • What it means: Give simple instructions. Check if staff understand.
  • Why it’s important: Clear communication prevents mistakes and confusion.
  • Examples:
    • Say, “Please clean 5 rooms by 2 PM,” not “Clean some rooms.”
    • Ask, “Is this clear?” after explaining a task.
  • Hints:
    • Use short sentences.
    • Write important tasks on a board or paper.
    • Repeat or rephrase if someone looks confused.
• Solve Problems Fast
  • What it means: Fix conflicts or issues quickly and calmly.
  • Why it’s important: Fast solutions keep the team happy and work smooth.
  • Examples:
    • Two waiters argue about tips. Talk to them separately and agree on a fair way to share.
    • A guest complains about a dirty room. Apologize and fix it immediately.
  • Hints:
    • Stay calm, even if staff are upset.
    • Listen to both sides in a conflict.
    • Make a clear plan to avoid the problem again, e.g., “Let’s check rooms twice.”
• Create a Positive Workplace
  • What it means: Make work fun and friendly. Smile and encourage staff.
  • Why it’s important: A happy team works better and stays longer.
  • Examples:
    • Say, “Let’s make today a great day!” at the start of a shift.
    • Plan a small team party after a busy week.
  • Hints:
    • Smile and greet staff by name.
    • Celebrate small wins, e.g., “We got great guest reviews this week!”
    • Ask staff for fun ideas, like a team game or theme day.
• Give Feedback
  • What it means: Tell staff what they do well and what to improve.
  • Why it’s important: Feedback helps staff grow and feel noticed.
  • Examples:
    • “Sara, you’re great with guests, but please be faster with orders.”
    • “John, your cleaning is excellent! Try to finish 5 minutes earlier.”
  • Hints:
    • Start with something positive, then suggest improvement.
    • Be kind and specific, e.g., don’t say, “You’re slow,” but “Let’s work on speed.”
    • Ask, “How can I help you improve?”

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Cheat sheet:

Action	Key Words & Why It’s Important	Examples & Hints
Listen to Your Team	Key Words: Listen, care Why: Staff feel valued when you listen. It builds trust.	Examples: – A waiter says guests are rude. Ask, “Can you tell me what happened?” – A cleaner needs more time for rooms. Nod and say, “I hear you. Let’s talk about it.” Hints: – Look at them when they speak. – Don’t interrupt. – Repeat what they say, e.g., “So, you feel stressed because…?”
Say Thank You	Key Words: Appreciate, praise Why: Makes staff feel motivated and valued.	Examples: – “Great job helping that guest, Maria!” – “Thank you, Ahmed, for cleaning the lobby so well.” Hints: – Say what they did well. – Praise in team meetings sometimes. – Write a thank-you note or give a small reward, like a coffee voucher.
Be Fair	Key Words: Fair, trust Why: Fairness helps staff trust you and work as a team.	Examples: – Give shifts equally, don’t always give weekends to one person. – If the rule is “no phones,” apply it to everyone. Hints: – Share clear rules with all. – Explain decisions, e.g., “Anna got the shift because she asked first.” – Ask, “Is this okay for everyone?”
Help Your Team	Key Words: Help, train Why: Helping improves staff skills and confidence.	Examples: – A new receptionist is slow. Show them the booking system. – A cleaner struggles with stains. Give a new tool and show how to use it. Hints: – Ask, “Do you need help with this task?” – Offer short training, e.g., 10 minutes before a shift. – Pair new staff with experienced ones.
Communicate Clearly	Key Words: Clear, understand Why: Prevents mistakes and confusion.	Examples: – Say, “Clean 5 rooms by 2 PM,” not “Clean some rooms.” – Ask, “Is this clear?” after explaining. Hints: – Use short sentences. – Write tasks on a board. – Repeat if someone looks confused.
Solve Problems Fast	Key Words: Solve, calm Why: Keeps the team happy and work smooth.	Examples: – Two waiters argue about tips. Talk separately and agree on a fair way. – A guest complains about a dirty room. Apologize and fix it fast. Hints: – Stay calm, even if staff are upset. – Listen to both sides in a conflict. – Plan to avoid the problem, e.g., “Let’s check rooms twice.”
Create a Positive Workplace	Key Words: Positive, fun Why: A happy team works better and stays longer.	Examples: – Say, “Let’s make today a great day!” at shift start. – Plan a small team party after a busy week. Hints: – Smile and greet staff by name. – Celebrate small wins, e.g., “Great guest reviews this week!” – Ask staff for fun ideas, like a team game.
Give Feedback	Key Words: Feedback, improve Why: Helps staff grow and feel noticed.	Examples: – “Sara, you’re great with guests, but be faster with orders.” – “John, your cleaning is excellent! Try to finish 5 minutes earlier.” Hints: – Start with something positive. – Be kind and specific, e.g., don’t say, “You’re slow.” – Ask, “How can I help you improve?”

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Another cheat sheet on ‚Actions‘

Action	Key Words & Why It’s Important	Dialogue (with Examples & Hints)
Listen to Your Team	Key Words: Listen, care Why: Staff feel valued when you listen. It builds trust.	Dialogue: Waiter (Ali): “The guests at table 5 were rude to me today.” Manager: “I’m sorry to hear that, Ali. Can you tell me what happened?” Ali: “They shouted because their food was late.” Manager: “I understand. That sounds hard. Let’s talk about how to handle this.” Examples: – A cleaner says they need more time for rooms. Nod and say, “I hear you. Let’s talk about it.” Hints: – Look at them when they speak. – Don’t interrupt. – Repeat what they say, e.g., “So, you feel stressed because…?”
Say Thank You	Key Words: Appreciate, praise Why: Makes staff feel motivated and valued.	Dialogue: Manager (to receptionist, Sara): “Sara, great job helping that guest with their bags!” Sara: “Oh, thank you! I just wanted to make them happy.” Manager: “You did! Keep it up, and thank you again.” Examples: – “Thank you, Ahmed, for cleaning the lobby so well.” Hints: – Say what they did well. – Praise in team meetings sometimes. – Write a thank-you note or give a small reward, like a coffee voucher.
Be Fair	Key Words: Fair, trust Why: Fairness helps staff trust you and work as a team.	Dialogue: Waitress (Lina): “Why does Tom always get weekend shifts?” Manager: “I’m sorry you feel it’s unfair, Lina. I gave Tom weekends because he asked first. Let’s make a fair schedule together. Is that okay?” Lina: “Yes, that sounds good.” Examples: – If the rule is “no phones,” apply it to everyone. Hints: – Share clear rules with all. – Explain decisions, e.g., “Anna got the shift because she asked first.” – Ask, “Is this okay for everyone?”
Help Your Team	Key Words: Help, train Why: Helping improves staff skills and confidence.	Dialogue: Receptionist (John): “I’m slow with the booking system. It’s hard.” Manager: “That’s okay, John. Let me show you how to use it. Can we practice for 10 minutes now?” John: “Yes, please!” Manager: “Great! You’ll get faster soon.” Examples: – A cleaner struggles with stains. Give a new tool and show how to use it. Hints: – Ask, “Do you need help with this task?” – Offer short training, e.g., 10 minutes before a shift. – Pair new staff with experienced ones.
Communicate Clearly	Key Words: Clear, understand Why: Prevents mistakes and confusion.	Dialogue: Manager (to cleaner, Maria): “Maria, please clean 5 rooms by 2 PM today.” Maria: “Okay, but which rooms?” Manager: “Rooms 101 to 105. Is that clear?” Maria: “Yes, I understand.” Examples: – Ask, “Is this clear?” after explaining a task. Hints: – Use short sentences. – Write tasks on a board. – Repeat if someone looks confused.
Solve Problems Fast	Key Words: Solve, calm Why: Keeps the team happy and work smooth.	Dialogue: Waiter (Sam): “Anna took my tips yesterday!” Manager: “Okay, Sam, let’s stay calm. I’ll talk to Anna. Can you tell me what happened?” Sam: “She took the tips from table 3.” Manager: “I’ll check with her and fix this. Let’s share tips fairly from now on.” Examples: – A guest complains about a dirty room. Apologize and fix it fast. Hints: – Stay calm, even if staff are upset. – Listen to both sides in a conflict. – Plan to avoid the problem, e.g., “Let’s check rooms twice.”
Create a Positive Workplace	Key Words: Positive, fun Why: A happy team works better and stays longer.	Dialogue: Manager (at shift start): “Good morning, team! Let’s make today a great day for our guests!” Waiter (Tom): “I’m tired today.” Manager: “I know it’s busy, Tom, but you’re doing great. Let’s smile and have fun!” Tom: “Okay, I’ll try!” Examples: – Plan a small team party after a busy week. Hints: – Smile and greet staff by name. – Celebrate small wins, e.g., “Great guest reviews this week!” – Ask staff for fun ideas, like a team game.
Give Feedback	Key Words: Feedback, improve Why: Helps staff grow and feel noticed.	Dialogue: Manager (to waitress, Lisa): “Lisa, you’re great with guests! They love your smile.” Lisa: “Thank you!” Manager: “Can you try to be faster with orders? I’ll help you if you need it.” Lisa: “Okay, I’ll work on that.” Examples: – “John, your cleaning is excellent! Try to finish 5 minutes earlier.” Hints: – Start with something positive. – Be kind and specific, e.g., don’t say, “You’re slow.” – Ask, “How can I help you improve?”

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Speech to the housekeeping team

Dear team,

I want to start by saying a big thank you for your wonderful work! You make our hotel shine, and I’m so proud of you.
Guests always tell me how clean the rooms are, how neat the beds look, and how spotless the bathrooms are.
Your hard work makes their stay special, and I see the effort you put in every day.
You truly make our hotel a warm and welcoming place.

To keep doing our best, let’s focus on a few things that help us succeed.
Please keep smiling and greeting guests kindly—it makes them feel at home.
Take care when cleaning, checking corners for dust and making beds perfectly.
Try to finish tasks on time, like cleaning five rooms by 2 PM.
If you need help or more time, please tell me—I’m here to support you.
Also, feel free to share fun ideas, like a team game or a special theme day, to make work enjoyable.

There are a couple of areas where we can improve. Instead of rushing, take a moment to check under beds and tables for any dirt.
Try to avoid using phones during work, as it can slow us down.
Let’s also aim to finish rooms a little faster, maybe five minutes earlier, and double-check bathrooms for spots on mirrors or sinks.

If you have any feedback or ideas, please share them with me now or after your shift.
I’m always listening, and your thoughts matter.
You’re an amazing team!
Let’s keep working together, stay positive, and make our hotel the best.
Thank you for everything you do!

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Speech to the restaurant team

Thank you for your wonderful work!
You make our restaurant a friendly and happy place. Your big smiles, fast service, and yummy food make guests smile. I’m so proud of how hard you work every day. You help guests want to come back, and I see the care you put in every job.To keep our restaurant great, here are things to keep doing:

• Say hello to guests with a smile. It makes them feel good.
• Serve food with care. Check orders are right and plates look nice.
• Finish jobs on time, like preparing tables before lunch at noon.
• Ask me for help if something is hard, like using the new coffee machine. I’m here to help.
• Share fun ideas, like a new dessert or a team game, to make work better.

Here are things we can do better:

• Don’t rush when serving. Check orders twice to avoid mistakes.
• Try not to use phones at work. It takes attention from guests.
• Be a bit faster when clearing tables after guests leave.
• Check drink stations two times to make sure they’re clean and full.

If you have ideas or want to talk, tell me now or after your shift. I listen, and your ideas are important. You’re a great team! Let’s stay happy, work together, and make our restaurant the best. Thank you for your hard work!

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Speech to the Front Desk Team

Hello, Front Desk Team!
Thank you for your amazing work! You make our hotel welcoming and special. Your friendly smiles, quick help, and kind words make guests happy. I’m so proud of how hard you work every day.
You help guests feel at home, and I see the care you put into every task.
To keep our front desk great, here are things to keep doing:

• Greet guests with a big smile and say hello. It makes them feel good.
• Check guest details carefully, like names and room numbers, to avoid mistakes.
• Finish tasks on time, like checking in guests before the evening rush.
• Ask me for help if something is hard, like using the booking system. I’m here for you.
• Share ideas to make work fun, like a new welcome sign or a team activity.

Here are things we can do better:

• Don’t rush check-ins. Take time to check details twice.
• Try not to use phones during shifts. It takes focus from guests.
• Be a bit faster when answering phone calls or emails.
• Check the lobby twice to keep it clean and tidy.

If you have ideas or want to talk, tell me now or after your shift. I’m listening, and your thoughts matter. You’re a fantastic team! Let’s stay happy, work together, and make our hotel the best.
Thank you!

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