👇The art of welcoming regular guests (A2)

– a front desk guide to remembering details, giving priority, and creating special moments

Your manager asks you to meet your front desk team to talk about what you can do to make regular guests feel welcome when they come back.

You make a summary of important details, a list of simple ideas, provide a cheat sheet, and share the ideas.

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A summary:

First, greet the guest with a smile and use their name. Say something like, “Welcome back, Mr. Smith!” Make eye contact and speak politely. This makes the guest feel happy and welcome.

Next, check the guest’s preferences in the computer system. Look at their previous visits. Prepare the room as they like it. For example, put the right pillows, set the correct temperature, adjust the lighting, and put their favorite drink in the room. Leave a small welcome note or gift. It can be flowers, chocolate, or a card.

If it is a special day, like a birthday or anniversary, give a small surprise. It can be a cake, flowers, or a card with congratulations. Offer fast check-in and check-out if possible. If there is a free room upgrade, offer it. Ask if they want their usual services, like morning coffee, newspaper, or spa booking.

Talk politely with the guest and ask about their previous stay or family. Remember new preferences and write them in the system for next time. Coordinate with all hotel staff. Housekeeping, reception, and restaurant staff should know the guest’s preferences. Small surprises in the room, like chocolate on the pillow or fresh flowers, are very nice.

Always give good service in the same way. These actions make the guest feel special, valued, and happy. Good treatment helps guests become loyal. They will return again and enjoy their stay in the hotel.

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Vocabulary:

The art of welcoming guests – Knowing how to say hello and make guests feel happy.
A regular guest – A person who comes to a hotel often.
To give priority – To do something first for someone important.
A summary – A short text that tells the main points.
To provide a cheat sheet – To give a small paper or guide with important information.
To share ideas – To tell your thoughts to other people.
To speak politely – To talk in a nice and friendly way.
A preference – Something a person likes more than other things.
A previous visit – The last time someone came to a place.
A pillow – A soft thing for your head on a bed.
To adjust lighting – To make the light in a room brighter or darker.
A gift – Something you give to someone to make them happy.
An anniversary – A special day to celebrate something that happened before.
A surprise gift – A gift that someone does not know about before.
To offer – To give something to someone.
To talk politely – To speak in a nice and friendly way to someone.
To coordinate with staff – To work together with other people at work.
To feel valued – To feel important and appreciated.
A treatment (guest) – How a guest is served or cared for.
To become loyal – To keep coming back because you like it.
To enjoy a stay – To feel happy and have a good time at a hotel.

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audio file 1-15

audio file 16-21

Multiple choice, one answer correct:

What is the art of welcoming guests?
A. Saying hello and making guests feel happy.
B. Washing dishes in the kitchen.
C. Painting the hotel walls.
Who is a regular guest?
A. A person who came only one time.
B. A person who comes to the hotel often.
C. A person who works at the hotel.
What does it mean to give priority?
A. To wait for a long time.
B. To clean a hotel room.
C. To do something first for someone.
What is a summary?
A. A long story with many details.
B. A short text with the main points.
C. A list of hotel prices.
What does it mean to provide a cheat sheet?
A. To write a message to a friend.
B. To make a big poster for the wall.
C. To give a small paper with info.
What does it mean to share ideas?
A. To tell your thoughts to people.
B. To keep all your thoughts secret.
C. To throw your notes away.
What does it mean to speak politely?
A. To shout and be rude.
B. To talk in a friendly and kind way.
C. To say nothing to anyone.
What is a preference?
A. A room number in the hotel.
B. A rule guests must follow.
C. Something a guest likes more.
What is a previous visit?
A. The last time someone came.
B. The next time someone will come.
C. A meeting planned for later.
What is a pillow?
A. A towel in the bathroom.
B. A chair in the lobby.
C. A soft thing for your head.
What does it mean to adjust lighting?
A. To make the light brighter or darker.
B. To turn off the air conditioner.
C. To clean the windows.
What is a gift?
A. Something you give to someone.
B. Something you buy for yourself.
C. Something you throw away.
What is an anniversary?
A. A hotel key card.
B. A breakfast menu.
C. A special day to celebrate.
What is a surprise gift?
A. A gift you buy for yourself.
B. A gift no one knows before.
C. A gift that is always the same.
What does it mean to offer?
A. To give something to someone.
B. To ask someone to leave.
C. To take something away.

——end of audio file———
What does it mean to talk politely?
A. To be rude and shout.
B. To say nothing to the guest.
C. To speak in a kind way.
What does it mean to coordinate with staff?
A. To work alone.
B. To work together with staff.
C. To go home early.
What does it mean to feel valued?
A. To feel tired and bored.
B. To feel sad and alone.
C. To feel special and appreciated.
What is a treatment (guest)?
A. A drink at the bar.
B. A hotel key card.
C. How a guest is cared for.
What does it mean to become loyal?
A. To stop coming to the hotel.
B. To visit again and again.
C. To visit only one time.
What does it mean to enjoy a stay?
A. To feel happy at the hotel.
B. To leave very quickly.
C. To work during your holiday.

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Answers:

1 A 2 B 3 C 4 B 5 C 6 A 7 B
8 C 9 A 10 C 11 A 12 A 13 C 14 B
15 A 16 C 17 B 18 C 19 C 20 B 21 A

__________________________

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Gap-fill, complete:

At the front desk, knowing how to smile and say hello is part of _______________.
A. the art of welcoming guests
B. the hotel schedule
C. the cleaning job
Mr. Kim stays in our hotel every month; he is a _______________.
A. hotel cleaner
B. regular guest
C. travel guide
If two guests arrive at the same time, we _______________ to the one with a reservation.
A. make a bed
B. take a note
C. give priority
At the end of the shift, the receptionist writes a short _______________ of the day’s work.
A. room number
B. summary
C. menu card
We _______________ with useful phrases for new staff.
A. provide a cheat sheet
B. make a big poster
C. bring a suitcase
During the team meeting, everyone has a chance to _______________ about how to improve service.
A. share ideas
B. open windows
C. clean towels
Receptionists always _______________ when speaking with guests.
A. speak quietly
B. speak politely
C. speak quickly
Some guests have a _______________ for soft pillows instead of hard ones.
A. hotel card
B. check-out time
C. preference
I remember her face from a _______________ last year.
A. previous visit
B. name tag
C. hotel bill
The housekeeping team always puts a clean _______________ on every bed.
A. pillow
B. towel
C. plate
When a guest reads in the room, it’s good to _______________ for comfort.
A. close the door
B. adjust lighting
C. fix the floor
We give the couple a small _______________ to make them smile.
A. gift
B. note
C. ticket
Today is their wedding _______________, so the hotel prepares flowers.
A. pillow
B. breakfast
C. anniversary
To make the stay special, the manager prepares a _______________ for the guest.
A. coffee cup
B. surprise gift
C. taxi card
We want to _______________ guests a welcome drink on arrival.
A. offer
B. check
C. close
When guests are upset, it is important to _______________ and stay calm.
A. shout loudly
B. talk politely
C. walk away
Front desk staff must _______________ to make sure everything runs smoothly.
A. eat lunch
B. work alone
C. coordinate with staff
When the team says “thank you,” guests often _______________.
A. leave early
B. feel valued
C. walk away
Good _______________ makes guests want to come back.
A. luggage
B. painting
C. treatment
If guests like the service, they may _______________ and visit many times.
A. stay once
B. become loyal
C. feel tired
When everything is nice, guests can _______________ and feel happy.
A. enjoy a stay
B. work in the lobby
C. leave quickly

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Answers:

1 A, 2 B, 3 C, 4 B, 5 A, 6 A, 7 B, 8 C,
9 A, 10 A, 11 B, 12 A, 13 C, 14 B, 15 A,
16 B, 17 C, 18 B, 19 C, 20 B, 21 A

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Correct version:

At the front desk, knowing how to smile and say hello is part of the art of welcoming guests.
Mr. Kim stays in our hotel every month; he is a regular guest.
If two guests arrive at the same time, we give priority to the one with a reservation.
At the end of the shift, the receptionist writes a short summary of the day’s work.
We provide a cheat sheet with useful phrases for new staff.
During the team meeting, everyone has a chance to share ideas about how to improve service.
Receptionists always speak politely when speaking with guests.
Some guests have a preference for soft pillows instead of hard ones.
I remember her face from a previous visit last year.
The housekeeping team always puts a clean pillow on every bed.
When a guest reads in the room, it’s good to adjust lighting for comfort.
We give the couple a small gift to make them smile.
Today is their wedding anniversary, so the hotel prepares flowers.
To make the stay special, the manager prepares a surprise gift for the guest.
We want to offer guests a welcome drink on arrival.
When guests are upset, it is important to talk politely and stay calm.
Front desk staff must coordinate with staff to make sure everything runs smoothly.
When the team says “thank you,” guests often feel valued.
Good treatment makes guests want to come back.
If guests like the service, they may become loyal and visit many times.
When everything is nice, guests can enjoy a stay and feel happy.

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True or false?

Guests can enjoy a stay when everything is nice.
A regular guest comes to a hotel only once.
Offering guests a welcome drink is part of front desk service.
A surprise gift is something the guest knows about in advance.
Staff coordinate with colleagues to make things run smoothly.
The housekeeping team puts a clean pillow on every bed.
Adjusting lighting helps make the room comfortable.
Receptionists should speak politely to guests.
“Give priority” means to serve a guest later than others.
Good treatment makes guests want to come back.
Front desk staff can share ideas during team meetings.
A previous visit is the first time someone comes to the hotel.
Guests may feel valued when staff say thank you.
Every guest must always receive a surprise gift.

True: 1,3,5,6,8,10,13

Correct version:

Guests can enjoy a stay when everything is nice.
A regular guest comes to a hotel only once. True is: A regular guest comes to a hotel often.
Offering guests a welcome drink is part of front desk service.
A surprise gift is something the guest knows about in advance. True is: A surprise gift is something the guest does not know about before.
Staff coordinate with colleagues to make things run smoothly.
The housekeeping team puts a clean pillow on every bed.
Adjusting lighting helps make the room comfortable. True is: Adjusting lighting makes the room brighter or darker for comfort.
Receptionists should speak politely to guests.
“Give priority” means to serve a guest later than others. True is: “Give priority” means to do something first for someone important.
Good treatment makes guests want to come back.
Front desk staff can share ideas during team meetings. True is: Front desk staff can share ideas about how to improve service.
A previous visit is the first time someone comes to the hotel. True is: A previous visit is the last time someone came to the hotel.
Guests may feel valued when staff say thank you.
Every guest must always receive a surprise gift. True is: A surprise gift is given to some guests to make them happy.

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Which final phrase are we looking for?

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Complete, words below:

loyal – valued – politely – adjust –
remember – summary – guests –
priority – smile –
enjoy

At a hotel, front desk staff welcome guests with a _________.
They speak __________ and share ideas with colleagues.
Regular guests come often, and staff __________ their previous visits and preferences.
Guests feel __________ when staff offer gifts, surprise gifts, or a welcome drink.
Staff __________ lighting, coordinate with other team members, and provide good treatment.
Giving __________ helps important guests.
All these actions make guests __________ their stay and become __________ .
A short __________ or cheat sheet helps staff remember details.
Good front desk work creates happy and satisfied __________ at the hotel.

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Correct version:

At a hotel, front desk staff welcome guests with a smile. They speak politely and share ideas with colleagues. Regular guests come often, and staff remember their previous visits and preferences. Guests feel valued when staff offer gifts, surprise gifts, or a welcome drink. Staff adjust lighting, coordinate with other team members, and provide good treatment. Giving priority helps important guests. All these actions make guests enjoy their stay and become loyal. A short summary or cheat sheet helps staff remember details. Good front desk work creates happy and satisfied guests at the hotel.

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Cheat sheet:

Situation / Idea	Action / How to Do It	Examples / Notes / Tips
Greeting	Always greet guests with a smile and use their name. Make eye contact. Speak clearly and warmly.	“Good afternoon, Mr. Smith! Welcome back to [Hotel Name].” A friendly tone makes them feel important.
Remember guest	Check the guest profile in PMS before arrival. Note room preference, floor, amenities, and past requests.	“I see you stayed in room 501 with a city view. Would you like the same room?” Shows attention to detail.
Room preparation	Coordinate with housekeeping to prepare the room exactly as the guest likes: bed type, pillows, temperature, lighting, minibar items.	If a guest prefers soft pillows and low temperature, confirm it before arrival. Leave a favorite drink or snack.
Welcome note	Prepare a personal note from management or guest relations, placed on the desk or bed. Handwritten is better.	“Dear Ms. Lee, welcome back! We hope you enjoy your stay and your favorite view.” Small gestures make a big impression.
Personal gift	Provide a small complimentary item tailored to the guest’s preferences.	Chocolates, fresh fruit, flowers, or local souvenir. If guest likes tea, place a high-quality tea pack in room.
Special dates	Track birthdays, anniversaries, or celebrations in guest profile. Arrange small surprises.	Birthday cake, congratulatory card, flowers on bed. Even a note saying “Happy Anniversary!” adds warmth.
Fast check-in	Offer VIP check-in or pre-arrival check-in via app or front desk express.	Ask: “Would you like to check-in in the lounge instead of waiting at the front desk?” Saves time and feels exclusive.
Room upgrade	Offer an upgrade when available, especially for loyal guests. Confirm politely.	“We have upgraded your room to a deluxe city view at no extra cost.” Always explain why it’s special.
Late check-out	Offer late check-out if possible, depending on occupancy.	“Would you like to stay until 2 PM today?” Note it in PMS to avoid confusion with housekeeping.
Preferred services	Ask if they want the services they usually take, such as morning coffee, newspaper, or spa.	“Would you like your usual morning coffee delivered to your room at 7 AM?” Shows you remember habits.
Conversation	Engage in light, genuine conversation. Ask about previous stay, family, or interests.	“How was your trip last month?” “We hope your children enjoyed their visit.” Avoid personal topics unless guest shares first.
Remember new info	Note any new preferences or updates in PMS or guest profile after stay.	Favorite drink, allergies, preferred floor, arrival time. Staff can use this for next visit.
Priority requests	Give priority access to reservations, spa, airport transfers, or tours.	“We have reserved a table for you at 7 PM as requested.” VIP treatment includes remembering timing and preferences.
Thank you	Always thank guest personally on departure. Smile and make them feel appreciated.	“Thank you for staying with us again, Mr. Smith. We look forward to welcoming you soon!” Handshake optional.
Follow-up	Send personalized email or message after stay. Reference their visit and welcome them back.	“Dear Ms. Lee, thank you for staying with us. We hope you enjoyed your room with city view and look forward to seeing you again!”
Team coordination	Inform all relevant departments of guest preferences and special requests before arrival.	Housekeeping knows room setup, concierge knows activities they like, F&B prepares usual order.
Special experience	Offer small exclusive experiences or early access.	Invite to hotel event before public, private tour, or lounge access. “We reserved a quiet table for you in the lounge.”
Room surprises	Add unexpected touches in room that delight.	Chocolate on pillow, fresh flowers, a favorite magazine, or welcome drink. Surprise elements create loyalty.
Recognition in hotel	Staff greets them by name in all interactions.	“Good morning, Mr. Lee. Enjoy your breakfast?” Avoid making the guest feel observed; it should feel natural.
Extra comfort	Anticipate small needs for comfort.	Extra blankets, slippers, temperature adjustment, favorite pillow, bottled water. Comfort is a luxury touch.
Consistency	Ensure all staff apply these standards consistently every stay.	Each department must follow guest profile. Regular check-ins with staff help prevent mistakes.

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