- be calm, be kind, solve the problem
When a guest has a problem, it is very important to listen carefully. The staff should look at the guest and let the guest explain the situation. It is important not to interrupt, not to speak too much, and not to argue. Calm listening helps the guest feel safe and respected.
The next step is to show care. The guest should feel that the staff understands the problem and wants to help. A short and polite apology can make the guest feel better. Even when it is not the staff’s fault, a kind and calm reaction can make a big difference.
After that, the staff should act fast. If the problem is small, it should be solved quickly. If the problem is big, the staff should call the manager for support. The guest should receive a clear and simple solution. This can be a room change, maintenance support, or other quick help.
When the problem is solved, it is important to check again. The staff should make sure that the guest is satisfied. Staying calm and polite is important in every step. The voice should stay soft, and emotions must stay under control.
At the end, the staff should write the name, room number, problem, and solution. These steps help build trust and give the guest a good hotel experience.
__________________________
Vocabulary:
- to handle a problem – to do something to fix a problem
- a complaint – when someone says they are not happy about something
- to listen carefully – to pay full attention and hear what someone says
- to explain a situation – to tell someone what is happening
- to interrupt – to stop someone while they are speaking
- to argue – to speak in a strong way because you do not agree
- calm listening – listening without being angry or worried
- to feel respected – to feel that someone is kind and fair to you
- to show care – to act in a kind way and help someone
- a polite apology – saying sorry in a nice and kind way
- a fault – something that is your mistake
- to solve a problem – to find a way to fix a problem
- for support – to get help from someone
- to receive a solution – to get a way to fix a problem
- maintenance support (hotel) – help from the hotel team to fix things in the room
- to check again – to look one more time to make sure everything is OK
- to be satisfied – to feel happy that things are good
- to stay calm – to not get angry or worried
- to be polite – to speak and act in a nice way
- a soft voice – a quiet and gentle way of speaking
- emotions under control – to stay calm and not show anger or fear
- to build trust – to make someone believe you are kind and honest
- an experience – something you see, feel, or do
##################
Multiple choice, one answer correct:
audio 1-19:
audio 20-23:
1. To handle a problem means …
A) to try to fix the issue
B) to leave it alone
C) to say nothing at all
2. A complaint is …
A) when someone is happy
B) when someone is not happy
C) when someone feels okay
3. To listen carefully means …
A) to give full attention
B) to talk a lot
C) to think quietly
4. To explain a situation means …
A) to tell what is happening
B) to keep quiet
C) to watch without talking
5. To interrupt means …
A) to listen without speaking
B) to wait until they finish
C) to stop someone speaking
6. To argue means …
A) to speak strongly when you disagree
B) to stay quiet when you disagree
C) to smile and nod
7. Calm listening is …
A) listening without anger
B) listening loudly
C) listening and thinking
8. To feel respected means …
A) to feel safe and valued
B) to feel someone is kind and fair
C) to feel happy inside
9. To show care means …
A) to help and be kind
B) to watch quietly
C) to wait for someone else
10. A polite apology is …
A) saying sorry in a nice way
B) saying sorry politely
C) saying sorry quietly
11. A fault is …
A) a mistake you make
B) something not important
C) a problem of another person
12. To solve a problem means …
A) to ignore it
B) to wait and hope
C) to find a way to fix it
13. For support means …
A) to get no help from someone
B) to ask for help
C) to do it yourself
14. To receive a solution means …
A) to get the answer
B) to get a way to fix it
C) to see a way
15. Maintenance support (hotel) means …
A) help to fix things in the bathroom
B) room support
C) fixing broken things
16. To check again means …
A) to look one more time to be sure
B) to look carefully once
C) to see quickly without thinking
17. To be satisfied means …
A) to feel unhappy
B) to feel okay about something
C) to feel a bit bad
18. To stay calm means …
A) to stay stressed
B) to keep calm outside
C) to not get angry or worried
19. To be polite means …
A) to act and speak nicely
B) to show no respect
C) to speak in an unfriendly way
—————end of audio file 1 ————-
20. A soft voice is …
A) a loud sound
B) a sound
C) a gentle quiet sound
21. Emotions under control means …
A) to show anger
B) to control feelings carefully
C) to stay calm outside only
22. To build trust means …
A) to make someone believe you are dishonest
B) to show honesty and care
C) to be unfriendly
23. An experience is …
A) something you see, feel, or do
B) something you try and learn
C) something you do not remember
____________________
Answers:
1-A, 2-B, 3-A, 4-A, 5-C, 6-A, 7-C, 8-B,
9-A, 10-B, 11-A, 12-C, 13-B, 14-B, 15-C,
16-A, 17-B, 18-C, 19-A, 20-C, 21-B, 22-B, 23-A
____________________
Answers:
- To respond to an issue means to try to fix the issue.
- A complaint is when someone is not happy.
- To listen carefully means to give full attention.
- To explain a situation means to tell what is happening.
- To interrupt means to stop someone speaking.
- To argue means to speak strongly when you disagree.
- Calm listening is listening without anger.
- To feel respected means to feel safe and valued.
- To show care means to help and be kind.
- A polite apology is saying sorry in a nice way.
- A fault is a mistake you make.
- To solve a problem means to find a way to fix it.
- To ask for support means to ask for help.
- To receive a solution means to get a way to fix it.
- Maintenance support in a hotel means fixing broken things.
- To check again means to look one more time to be sure.
- To be satisfied means to feel okay about something.
- To stay calm means to not get angry or worried.
- To be polite means to act and speak nicely.
- A soft voice is a gentle, quiet sound.
- Emotions under control means to control feelings carefully.
- To build trust means to show honesty and care.
- An experience is something you see, feel, or do.
##################
Gap-fill exercise:
- When you ________, you show that you care about someone’s feelings.
- a) show care
- b) interrupt
- c) make a fault
- It is important ________ during a meeting to understand everything.
- a) give a polite apology
- b) to listen carefully
- c) be satisfied
- If there is a problem with your hotel room, you can ask for ________.
- a) calm listening
- b) make a complaint
- c) maintenance support
- Saying “I’m sorry” in a kind way is called ________.
- a) a polite apology
- b) explaining a situation
- c) solving a problem
- To fix an issue quickly, you need ________.
- a) feel respected
- b) to solve a problem
- c) stay calm
- If someone stops talking while you speak, they ________.
- a) show care
- b) are polite
- c) interrupt
- Listening without getting angry is called ________.
- a) having a fault
- b) checking again
- c) calm listening
- When you are wrong, you have a ________.
- a) explaining a situation
- b) fault
- c) feeling respected
- To make someone believe you are honest, you need ________.
- a) stay calm
- b) to build trust
- c) make a complaint
- If you are happy that a problem is fixed, you ________.
- a) ask for maintenance support
- b) are satisfied
- c) show care
- When someone complains, they make ________.
- a) a polite apology
- b) a complaint
- c) check again
- After trying to solve something, you might ________ to be sure.
- a) listen calmly
- b) feel respected
- c) check again
- To tell someone what is happening, you need ________.
- a) to solve a problem
- b) to explain a situation
- c) be polite
- To speak and act in a nice way, it is important ________.
- a) to interrupt
- b) make a fault
- c) to be polite
————————————–
Answers:
1-a, 2-b, 3-c, 4-a, 5-b, 6-c, 7-c, 8-b,
9-b, 10-b, 11-b, 12-c, 13-b, 14-c
_________________________
Correct version:
- When you show care, you show that you care about someone’s feelings.
- It is important to listen carefully during a meeting to understand everything.
- If there is a problem with your hotel room, you can ask for maintenance support.
- Saying “I’m sorry” in a kind way is called a polite apology.
- To fix an issue quickly, you need to solve a problem.
- If someone stops talking while you speak, they interrupt.
- Listening without getting angry is called calm listening.
- When you are wrong, you have a fault.
- To make someone believe you are honest, you need to build trust.
- If you are happy that a problem is fixed, you are satisfied.
- When someone complains, they make a complaint.
- After trying to solve something, you might check again to be sure.
- To tell someone what is happening, you need to explain a situation.
- To speak and act in a nice way, it is important to be polite.
##################
True or false:
- To listen carefully means to pay full attention to what someone says.
- Showing care means ignoring someone’s feelings.
- Listening without getting angry is called calm listening.
- If you are wrong, you have a polite apology.
- To explain a situation means to tell someone what is happening.
- Maintenance support at a hotel helps to fix problems in the room.
- A polite apology is saying sorry in a kind way.
- To build trust, you need to act dishonestly to gain advantage.
- Interrupting means ignoring someone while they are speaking.
- Being satisfied means you feel frustrated even if things are good.
- When someone complains, they are unhappy about something.
- To make someone feel respected, you need to interrupt them.
- To fix a problem quickly, you need to wait and do nothing.
- Feeling respected means someone is kind and fair to you.
_______________________
True: 1,3,5,6,7,11,14
_______________________
Correct version:
- To listen carefully means to pay full attention to what someone says.
- Showing care means ignoring someone’s feelings. True is: Showing care means acting in a kind way and helping someone.
- Listening without getting angry is called calm listening.
- If you are wrong, you have a polite apology. True is: If you are wrong, you can give a polite apology.
- To explain a situation means to tell someone what is happening.
- Maintenance support at a hotel helps to fix problems in the room.
- A polite apology is saying sorry in a kind way.
- To build trust, you need to act dishonestly to gain advantage. True is: To build trust, you need to act honestly and kindly.
- Interrupting means ignoring someone while they are speaking. True is: Interrupting means stopping someone while they are speaking.
- Being satisfied means you feel frustrated even if things are good. True is: Being satisfied means you feel happy that things are good.
- When someone complains, they are unhappy about something.
- To make someone feel respected, you need to interrupt them. True is: To make someone feel respected, you need to be kind and fair.
- To fix a problem quickly, you need to wait and do nothing. True is: To fix a problem quickly, you need to do something to solve it.
- Feeling respected means someone is kind and fair to you.
##################
Interview with Indra, complete, words below:
interrupt -listening – emotions – staff – care – helping –
change – fault – solution – explain –
support – quickly –
make sure –
experience
—————————————-
1. Q: Who listens carefully when a guest has a problem?
A: The __________ listens carefully when a guest has a problem.
2. Q: What is the first thing staff do when a guest explains a problem?
A: They look at the guest and let the guest _________ the situation.
3. Q: Why is it important not to __________ the guest?
A: Calm listening helps the guest feel safe and respected.
4. Q: How can staff show care to the guest?
A: By understanding the problem and __________ the guest.
5. Q: When is a polite apology given?
A: A short and polite apology comes after __________ and showing care.
6. Q: Who reacts if the problem is not the staff’s fault?
A: The staff reacts kindly and calmly, even if it is not their __________.
7. Q: What happens if the problem is small?
A: The staff solves it __________.
8. Q: What happens if the problem is big?
A: The manager is called for __________
9. Q: What kind of solution does the guest receive?
A: A clear and simple solution, like a room __________ or maintenance support.
10. Q: Why do staff check again after solving the problem?
A: To __________ that the guest is satisfied.
11. Q: How do staff stay calm and polite?
A: They keep a soft voice and control their __________.
12. Q: What is written at the end of the process?
A: The name, room number, problem, and __________ are written.
13. Q: How do these steps help the guest?
A: They build trust and give the guest a good hotel __________.
14. Q: When is it important to act fast?
A: Acting fast happens after listening, showing __________, and giving a polite apology.
——————————–
Correct version:
1. Q: Who listens carefully when a guest has a problem?
A: The staff listens carefully when a guest has a problem.
2. Q: What is the first thing staff do when a guest explains a problem?
A: They look at the guest and let the guest explain the situation.
3. Q: Why is it important not to interrupt the guest?
A: Calm listening helps the guest feel safe and respected.
4. Q: How can staff show care to the guest?
A: By understanding the problem and helping the guest.
5. Q: When is a polite apology given?
A: A short and polite apology comes after listening and showing care.
6. Q: Who reacts if the problem is not the staff’s fault?
A: The staff reacts kindly and calmly, even if it is not their fault.
7. Q: What happens if the problem is small?
A: The staff solves it quickly.
8. Q: What happens if the problem is big?
A: The manager is called for support.
9. Q: What kind of solution does the guest receive?
A: A clear and simple solution, like a room change or maintenance support.
10. Q: Why do staff check again after solving the problem?
A: To make sure that the guest is satisfied.
11. Q: How do staff stay calm and polite?
A: They keep a soft voice and control their emotions.
12. Q: What is written at the end of the process?
A: The name, room number, problem, and solution are written.
13. Q: How do these steps help the guest?
A: They build trust and give the guest a good hotel experience.
14. Q: When is it important to act fast?
A: Acting fast happens after listening, showing care, and giving a polite apology.
##################
Complete, fill in, words below:
reported – interrupt – make sure – details –
respected – carefully – polite –
solved – maintenance
——————————–
When a guest has a problem, the staff listens __________.
They look at the guest and let the guest explain the situation.
The staff does not __________, argue, or speak too much.
Calm listening helps the guest feel safe and__________.
Next, the staff shows care and gives a short, __________ apology.
Small problems are __________ quickly.
Big problems are __________ to the manager for support.
The guest receives a clear solution, like a room change or __________ help.
After that, the staff checks again to __________ the guest is satisfied and writes down the __________.
——————————-
Correct version:
When a guest has a problem, the staff listens carefully. They look at the guest and let the guest explain the situation. The staff does not interrupt, argue, or speak too much. Calm listening helps the guest feel safe and respected. Next, the staff shows care and gives a short, polite apology. Small problems are solved quickly. Big problems are reported to the manager for support. The guest receives a clear solution, like a room change or maintenance help. After that, the staff checks again to make sure the guest is satisfied and writes down the details.
##################
🏨 Guest Complaint Handling
- Listen 👂
- Look at the guest.
- Let them talk.
- Don’t speak or argue.
🗣️ “Please tell me what happened.”
- Show You Care 💬
- Be kind and polite.
🗣️ “I understand.” / “I’m sorry this happened.”
- Say Sorry 🙏
- Even if it’s not your fault.
🗣️ “I’m very sorry.”
- Act Fast ⚡
- Try to help right away.
- Call your manager if needed.
🗣️ “I will fix this for you.”
- Give Solutions 🧾
- Offer something to help.
🗣️ “We can change your room.”
🗣️ “We can send someone to help.”
- Check Again ✅
- Ask if it’s OK now.
🗣️ “Is everything OK now?”
- Stay Calm 🫱
- Speak slowly.
- Don’t get angry.
- Write It Down 📝
- Write name, room, problem, and what you did.
✨ Useful Phrases
- “I understand.”
- “I’m sorry.”
- “Thank you for telling me.”
- “I will fix it now.”
- “Is everything OK now?”
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