the personal touch makes a difference

Outstanding Achievements of Tikara,
Front Desk Staff Award Winner

Tikara works at the front desk of a luxury hotel. She won the Front Desk Staff Award 2025 because she is very kind, helpful, and professional. She does more than other staff to make guests happy.

Tikara is very good at remembering guests. She knows their names, what they like, and special days like birthdays. She prepares rooms as guests want, writes welcome notes, and sometimes gives small gifts. She also notices small things, like a guest’s favorite drink or pillow, which makes people feel important.

She is also very helpful and quick. She knows what guests need before they ask. For example, she gives early check-in to tired guests or extra things for children. When there is a problem, like a wrong booking, she fixes it calmly and makes guests happy.

Tikara is a good team worker. She helps new staff learn their job and works well with housekeeping and other departments. During busy times, she stays calm, friendly, and fast. Guests and colleagues trust her and like her work.

Because of her care, attention to details, and hard work, Tikara makes every guest’s stay special and memorable. She is a model staff member and deserves the award she won.

—————————————–
Vocabulary:

to be kind – to be nice, friendly, and help other people
to be professional – to do your work well and behave in the right way
to remember – to not forget something or someone
to prepare a room (hotel) – to make a hotel room ready for a guest
a welcome note – a short, friendly message for someone when they arrive
a gift – something you give to someone to make them happy
to notice things – to see small details or changes
a pillow – a soft thing for your head when you sleep
to be tired – to feel that you need rest or sleep
a wrong booking – a mistake with a hotel reservation
to fix a problem – to make a problem better or correct it
to be calm – to stay relaxed and not angry or worried
a colleague – a person you work with
to trust somebody – to believe someone will do the right thing
care – helping and thinking about other people
attention to details – noticing small things carefully
memorable – something you will remember because it is special
a model staff member – a worker who is very good and other people can learn from them
to deserve an award – to earn a prize because of good work or behavior

I###################

Multiple-choice, one answer correct:

1. What does it mean “to be kind”?
a) To be nice and help people
b) To make mistakes at work
c) To sleep a lot

2. What does “to be professional” mean?
a) To give gifts to friends
b) To do your work well and act right
c) To notice small things

3. What does “to remember” mean?
a) To forget everything
b) To feel tired
c) To not forget something

4. What does “to prepare a room (hotel)” mean?
a) To write a note
b) To clean your own room
c) To make a hotel room ready

5. What is “a welcome note”?
a) A short, friendly message
b) A type of pillow
c) A problem at work

6. What is “a gift”?
a) Something you give to make happy
b) Something you eat at breakfast
c) A wrong booking

7. What does “to notice things” mean?
a) To trust somebody
b) To clean a room
c) To see small details

8. What is “a pillow”?
a) A soft thing for your head
b) A colleague at work
c) A type of welcome note

9. What does “to be tired” mean?
a) To feel that you need rest
b) To prepare a room
c) To help someone with care

10. What is “a wrong booking”?
a) A soft pillow for sleeping
b) A gift for a guest
c) A mistake with a reservation

11. What does “to fix a problem” mean?
a) To be friendly
b) To make a problem better
c) To feel tired after work

12. What does “to be calm” mean?
a) To notice small details
b) To stay relaxed and not angry
c) To write a welcome note

13. What is “a colleague”?
a) A person you work with
b) A guest at the hotel
c) A soft pillow

14. What does “to trust somebody” mean?
a) To make a mistake
b) To believe someone will do right
c) To clean a hotel room

15. What is “care”?
a) Helping other people
b) Feeling tired after work
c) Giving a gift

16. What is “attention to details”?
a) Feeling calm and relaxed
b) Noticing small things carefully
c) Writing a welcome note

17. What does “memorable” mean?
a) Something soft for your head
b) Something that is wrong
c) Something you will remember
——end of audio file——-

18. What is “a model staff member”?
a) A guest who is happy
b) A worker people can learn from
c) A pillow for sleeping

19. What does “to deserve an award” mean?
a) To feel tired after work
b) To prepare a room
c) To earn a prize for good work

____________________
Answers:

1-a, 2-b, 3-c, 4-c, 5-a, 6-a, 7-c,
8-a, 9-a, 10-c, 11-b, 12-b, 13-a,
14-b, 15-a, 16-b, 17-c, 18-b, 19-c
____________________

What does it mean “to be kind”? – To be nice and help people
What does “to be professional” mean? – To do your work well and act right
What does “to remember” mean? – To not forget something
What does “to prepare a room (hotel)” mean? – To make a hotel room ready
What is “a welcome note”? – A short, friendly message
What is “a gift”? – Something you give to make happy
What does “to notice things” mean? – To see small details
What is “a pillow”? – A soft thing for your head
What does “to be tired” mean? – To feel that you need rest
What is “a wrong booking”? – A mistake with a reservation
What does “to fix a problem” mean? – To make a problem better
What does “to be calm” mean? – To stay relaxed and not angry
What is “a colleague”? – A person you work with
What does “to trust somebody” mean? – To believe someone will do right
What is “care”? – Helping other people
What is “attention to details”? – Feeling calm and relaxed
What does “memorable” mean? – Something you will remember
What is “a model staff member”? – A worker people can learn from
What does “to deserve an award” mean? – To earn a prize for good work

###################

Gap-fill exercise:

Tikara always _______ the names of guests who visit again. (a) remembers (b) trusts (c) fixes
When a guest comes, she writes a short _______ on the table. (a) colleague (b) welcome note (c) bed
Guests can _______ her because she always helps them. (a) calm (b) tired (c) trust
She makes every guest feel _______ when they arrive at the hotel. (a) tired (b) calm (c) memorable
She checks every small _______ in the room to make sure it is perfect. (a) details (b) pillow (c) gift
Tikara gives a small _______ to children when they stay at the hotel. (a) wrong (b) bed (c) gift
When something is not correct in a booking, she can _______ it fast. (a) remember (b) fix (c) care
Tikara is very _______; she is always friendly and helpful. (a) kind (b) colleague (c) professional
She makes the room ready and _______ it for the guests. (a) prepares (b) trusts (c) remembers
Tikara is a _______ staff member; many want to work like her. (a) gift (b) model (c) tired
She always shows _______ for the guests and listens to them. (a) deserve (b) pillow (c) care
Tikara stays _______ even when the hotel is full. (a) tired (b) calm (c) wrong
She often places a soft _______ on the bed for extra comfort. (a) pillow (b) gift (c) trust
She is very _______ in the way she talks to guests. (a) memorable (b) professional (c) tired
Tikara works very hard and really _______ the award. (a) remembers (b) notice (c) deserves

—————————————–
Answers:
1-a, 2-b, 3-c, 4-b, 5-a, 6-c,
7-b, 8-a, 9-a, 10-b, 11-c,
12-b, 13-a, 14-b, 15-c

__________________________

Correct answers:

Tikara always remembers the names of guests who visit again.
When a guest comes, she writes a short welcome note on the table.
Guests can trust her because she always helps them.
She makes every guest feel calm when they arrive at the hotel.
She checks every small detail in the room to make sure it is perfect.
Tikara gives a small gift to children when they stay at the hotel.
When something is not correct in a booking, she can fix it fast.
Tikara is very kind; she is always friendly and helpful.
She makes the room ready and prepared it for the guests.
Tikara is a model staff member; many want to work like her.
She always shows care for the guests and listens to them.
Tikara stays calm even when the hotel is full.
She often places a soft pillow on the bed for extra comfort.
She is very professional in the way she talks to guests.
Tikara works very hard and really deserves the award.

###################

True or false:

Tikara forgets most of the guests’ names.
She writes a welcome note when a guest arrives.
Guests can trust her because she helps them.
She makes guests feel angry when they check in.
She checks every small detail in the room.
Tikara gives children a small gift during their stay.
She never fixes booking problems.
Tikara is kind to the guests.
She prepares the room before guests arrive.
She is a model staff member at the hotel.
Tikara does not listen to the guests.
She stays calm even when it is very busy.
She puts a pillow on the bed for extra comfort.
She does not deserve the award.

__________________________
True: 2,3, 5,6,8,9,10,12,13
__________________________

Correct version:

Tikara forgets most of the guests’ names. False — True is: Tikara remembers the names of guests who visit again.

She writes a welcome note when a guest arrives. True

Guests can trust her because she helps them. True

She makes guests feel angry when they check in. False — True is: She makes guests feel calm when they arrive at the hotel.

She checks every small detail in the room. True

Tikara gives children a small gift during their stay. True

She never fixes booking problems. False — True is: She can fix booking problems fast.

Tikara is kind to the guests. True

She prepares the room before guests arrive. True

She is a model staff member at the hotel. True

Tikara does not listen to the guests. False — True is: She listens to the guests and shows care.

She stays calm even when it is very busy. True

She puts a pillow on the bed for extra comfort. True

She does not deserve the award. False — True is: She deserves the award.

###################

Interview with Tikara, fill in, words below:

check – help – give – give up – fix – trust –
professional – happy – award –
years – try – details –
gift – stay

———————————————-

Interviewer: Hello Tikara, congratulations on your award!
Tikara: Thank you very much.

Q: How long have you worked at this hotel?
A: I have worked here for five __________.
Q: What do you like most about your job?
A: I like to meet many people and make them __________.
Q: Why did you choose to work at the front desk?
A: I like to talk to guests and __________ them when they need something.
Q: What do you do when a guest arrives?
A: I smile, say welcome, and __________ them a welcome note.
Q: How do you make guests feel special?
A: I remember their names and small __________ about them.
Q: What do you do if there is a problem with a booking?
A: I stay calm and __________ the problem quickly.
Q: How do you help children who come to the hotel?
A: I give them a small __________ to make them happy.
Q: How do you prepare a room for guests?
A: I __________ every detail to make sure everything is clean and nice.
Q: What do you do when the hotel is very busy?
A: I __________ calm, smile, and work with my team.
Q: How do you work with your colleagues?
A: We help each other and _________ each other.
Q: Why do guests trust you?
A: Because I listen to them and always __________ to help.
Q: What does being __________ mean to you?
A: It means to be kind, polite, and do my best every day.
Q: Why do you think you got the __________?
A: I think because I work hard, care about the guests, and never __________.
Q: What is your dream for the future?
A: I want to keep learning and become a manager one day.

__________________________

Correct version:

Q: How long have you worked at this hotel?
A: I have worked here for five years.
Q: What do you like most about your job?
A: I like to meet many people and make them happy.
Q: Why did you choose to work at the front desk?
A: I like to talk to guests and help them when they need something.
Q: What do you do when a guest arrives?
A: I smile, say welcome, and give them a welcome note.
Q: How do you make guests feel special?
A: I remember their names and small details about them.
Q: What do you do if there is a problem with a booking?
A: I stay calm and fix the problem quickly.
Q: How do you help children who come to the hotel?
A: I give them a small gift to make them happy.
Q: How do you prepare a room for guests?
A: I check every detail to make sure everything is clean and nice.
Q: What do you do when the hotel is very busy?
A: I stay calm, smile, and work with my team.
Q: How do you work with your colleagues?
A: We help each other and trust each other.
Q: Why do guests trust you?
A: Because I listen to them and always try to help.
Q: What does being professional mean to you?
A: It means to be kind, polite, and do my best every day.
Q: Why do you think you got the award?
A: I think because I work hard, care about the guests, and never give up.
Q: What is your dream for the future?
A: I want to keep learning and become a manager one day.

###################

APPENDIX (A2+/B1)

1. The Role of a Perfect Front Desk Staff in a Luxury Hotel

The front desk is one of the most important places in a luxury hotel. It is the first and last place guests see. A perfect front desk staff member does much more than check guests in and out—they create a warm, welcoming experience that guests will remember. Here is what a perfect front desk staff does in detail:

a) Communication Skills

They speak clearly, politely, and professionally. If they can, they speak more than one language to communicate with international guests.
They listen carefully to what the guest says, noticing every small detail.
They explain hotel services and rules in a simple way so that guests understand easily. For example, they may explain breakfast times, spa services, or local transport.
They always use friendly words and a calm voice, making guests feel comfortable.

b) Anticipating Guest Needs

A perfect front desk staff notices small things: a guest may look tired, stressed, or have children with them. They offer help before the guest asks.
They suggest extra services or upgrades. For example, if a guest usually likes quiet rooms, they can offer a calm room on a high floor.
They remember special occasions, like birthdays, anniversaries, or even work trips, and make them special with notes, flowers, or a small gift.

c) Problem-Solving and Calmness

Guests may have complaints, like a noisy room, a broken TV, or a wrong booking. A perfect front desk staff solves these problems quickly and politely.
They stay calm in difficult situations. Even during emergencies, like power outages or busy check-in times, they manage the situation without stress.
They turn problems into positive experiences. For example, if a guest complains about the room, they can arrange a better one and add a personal touch like a welcome note or drink.

d) Attention to Detail

They check all records carefully, like bookings, bills, and special requests, to make sure nothing is wrong.
They notice small details about regular guests, such as their favorite room type, preferred pillow, or dietary restrictions.
They keep the front desk clean, organized, and welcoming, and they always look professional in their uniform.

e) Teamwork

Perfect staff work closely with other hotel departments, like housekeeping, concierge, and security.
They help colleagues when it is busy, for example by answering phones, guiding guests, or handling luggage.
They act as a bridge between management and guests, balancing hotel policies with excellent service.

f) Creating a Memorable Guest Experience

They welcome guests warmly by name, especially returning visitors.
They add personal touches, like handwritten notes, small gifts, or helpful local tips.
They always show friendliness, professionalism, and genuine care, making guests feel happy and valued.

2. What Tikara Did That Made Her Stand Out

Many front desk staff do these things well, but Tikara did more than everyone else, which is why she won the Front Desk Staff Award 2025. Here is what she did in detail:

a) Exceptional Personalization

Tak remembered the names, preferences, and special occasions of many guests, even those who visited only once.
She created unique experiences for guests. For example, she might arrange a room with flowers, a handwritten note, or a small gift to surprise them.
She made guests feel like the hotel “knows them personally”, which made stays unforgettable.

b) Anticipation and Proactivity

Tikara noticed what guests needed before they asked.
For example, if a guest arrived tired from a long flight, she would offer a welcome drink and a fast check-in without waiting for them to ask.
She also prepared extra amenities in advance, like baby cribs, extra towels, or local maps for tourists.

c) Excellence Under Pressure

During very busy times, with many check-ins and complaints, Tikara worked calmly, quickly, and efficiently.
She became the “go-to” staff for solving difficult problems, helping guests and colleagues at the same time.

d) Teamwork and Leadership

Tikara helped new staff learn the job, teaching them how to greet guests, solve problems, and anticipate needs.
She shared her experience with colleagues, helping the whole team provide excellent service.
Her teamwork made the front desk run smoothly, even at very busy times.

e) Going Beyond Duty

Tikara did small but very important things that many staff would not think of:
- She remembered a guest’s favorite drink or newspaper.
- She prepared rooms with personal touches, like a note or a special arrangement.
She collected feedback from guests and suggested improvements to management.

f) Creating Loyalty and Happiness

Tikara built strong relationships with guests. Many regular visitors asked specifically for her.
Her careful attention and personal care made guests very happy and loyal to the hotel.

3. Summary

Tikara became the perfect front desk staff member because she combined all normal skills—communication, problem-solving, teamwork, attention to detail—with extra care, creativity, and anticipation. She did not just do her job; she made every guest feel special, happy, and remembered.

Her work turned ordinary stays into memorable experiences. She became the face of the hotel for guests and a role model for her colleagues.

That is why she won the Front Desk Staff Award 2025.

##############

Cheat sheet, a summary:

Category	Perfect Front Desk Staff	What Tak Did Extra / Stood Out
Greeting Guests	Welcomes guests warmly and politely, smiles, makes guests feel comfortable	Remembers guests’ names, greets returning guests personally, adds personal touches like flowers, notes, or small gifts
Check-In / Check-Out	Performs check-in and check-out quickly and accurately; explains hotel services and rules clearly	Offers early check-in, prepares room preferences in advance, anticipates guest needs proactively
Communication	Speaks clearly and politely, listens carefully, can speak multiple languages	Communicates with extra friendliness, remembers preferences, explains services personally and clearly
Anticipating Needs	Notices guests who are tired, stressed, or have children; celebrates special occasions	Anticipates needs before guests ask; prepares surprises, welcome drinks, room setup, or notes
Problem-Solving	Handles complaints calmly, fixes errors, stays composed under stress	Solves problems efficiently, turns challenges into positive experiences, remains friendly and professional
Attention to Detail	Checks records, bills, and requests; notices guest preferences; keeps desk tidy and organized	Adds personal touches like favorite drinks, room setup, notes; remembers repeat guests and their likes
Teamwork	Works with housekeeping, concierge, and colleagues; helps when busy	Guides new staff, shares knowledge, ensures smooth teamwork, improves overall guest satisfaction
Creating Memories	Welcomes guests by name, adds small personal touches, shows care and professionalism	Creates unique experiences, surprises guests, builds loyalty and happiness, makes stays memorable
Excellence Under Pressure	Remains calm and efficient during busy times	Handles high occupancy efficiently, resolves complex issues, is the „go-to“ person for difficult situations
Leadership & Initiative	Supports team, communicates with management, improves service	Suggests improvements, collects guest feedback, inspires colleagues, implements creative guest-focused ideas

################

And what did Tikara do, to be awarded – another summary?

1. Greeting Guests

Standard expectation: Smiles, welcomes guests politely, makes them feel comfortable.
What Tikara did more: She remembered each guest’s name, even for first-time or returning visitors. For VIP guests, she added personal touches, like leaving a small note, arranging flowers, or welcoming children with a little gift. Her greetings made guests feel personally valued, not just “checked in.”

2. Check-In / Check-Out

Standard expectation: Quick, accurate check-in and check-out; explains hotel services.
What Tikara did more: She anticipated guest needs in advance. For example, if a guest arrived early from a long flight, she arranged early check-in and a welcome drink without the guest asking. She also prepared room preferences, like pillow type or floor preference, making the process seamless and personal.

3. Communication

Standard expectation: Speaks clearly, listens carefully, speaks multiple languages if possible.
What Tikara did more: She communicated with extra warmth and friendliness, remembering specific guest preferences and explaining services personally. For example, she might remind a guest of a past request (“I know you prefer the quiet room on the top floor”), which made guests feel seen and remembered.

4. Anticipating Needs

Standard expectation: Notices tired or stressed guests, offers help, celebrates special occasions.
What Tikara did more: She proactively identified guest needs before they were asked for. For instance, she might notice a family with small children and arrange extra amenities like toys, baby cribs, or snacks. She also created small surprises for birthdays or anniversaries, making each stay personally memorable.

5. Problem-Solving

Standard expectation: Handles complaints calmly, fixes errors, stays composed under stress.
What Tikara did more: She turned problems into positive experiences. For example, if a room was double-booked, she didn’t just resolve it—she upgraded the guest to a better room, added a note or a gift, and ensured they left smiling. Guests felt she truly cared about their experience, not just following protocol.

6. Attention to Detail

Standard expectation: Checks records, bills, and requests; notices guest preferences; keeps the desk tidy.
What Tikara did more: She went beyond noticing preferences. She remembered subtle things like a guest’s favorite drink, newspaper, or specific dietary needs. She ensured these small details were ready before arrival, creating a seamless, luxurious experience that felt personalized.

7. Teamwork

Standard expectation: Works with housekeeping, concierge, and colleagues; helps when busy.
What Tikara did more: She mentored new staff, showing them how to anticipate guest needs and handle challenges. She also coordinated the team proactively, making the front desk run smoothly during peak hours, and ensured every guest received excellent service, not just the ones she personally handled.

8. Creating Memories

Standard expectation: Welcomes by name, adds personal touches, shows care and professionalism.
What Tikara did more: She created unique and memorable experiences for every guest. Examples: arranging a small surprise gift in the room, sending a handwritten thank-you note after departure, or giving thoughtful recommendations based on a guest’s interests. Guests left feeling emotionally connected to the hotel.

9. Excellence Under Pressure

Standard expectation: Remains calm and efficient during busy times.
What Tikara did more: During high-occupancy periods, she handled multiple check-ins and complaints simultaneously without losing composure. She became the “go-to” person for tricky situations, earning respect from both guests and colleagues.

10. Leadership & Initiative

Standard expectation: Supports team, communicates with management, improves service.
What Tikara did more: She suggested improvements to management based on guest feedback, such as optimizing check-in procedures or adding personalized welcome amenities. She inspired colleagues by demonstrating proactive, attentive service and creativity in enhancing guest experience.

✅ Summary:

Tikara didn’t just meet the standard expectations of front desk work—she personalized every interaction, anticipated guest needs, solved problems creatively, mentored her team, and consistently added small touches that made stays unforgettable. That combination of attention to detail, proactivity, warmth, and leadership is what earned her the Front Desk Staff Award.

####################

Unscramble the words from text, what are we looking for?