- how to…………..
In a luxury hotel, every guest wants to feel welcome and special. Good service is very important. One staff member can be a role model for others by showing how to work well every day.
A role model always comes to work on time and wears a clean uniform. They smile and say hello to guests and coworkers. When guests ask for help, they listen carefully and answer politely. They stay calm, even when the hotel is busy or when a guest is not happy.
A good staff member helps the team. When someone has too much work, they offer to help. They share ideas and show respect to everyone. When new staff arrive, they can teach them how to do things the right way. This makes the whole team stronger and happier.
A role model also tries to learn new things. They ask questions, learn about the hotel, and try to give better service every day. They care about people, not only about work. They show kindness and respect to guests, managers, and other staff.
When one person works with a good heart and a positive attitude, others see it and want to do the same. Step by step, one staff member can change the atmosphere in the hotel. This person helps everyone give better service and makes the hotel a wonderful place for both guests and staff.
____________________
Vocabulary:
a role model – a person who shows a good example for others.
to be on time – to arrive at the right time, not late.
to wear a uniform – to put on special clothes for work.
a coworker – a person who works with you in the same place.
to answer politely – to speak in a nice and respectful way.
to stay calm – to not get angry or afraid; to be quiet inside.
to offer help – to tell someone you can help them.
to share ideas – to tell other people what you think.
to show respect – to be kind and listen to other people.
to do something the right way – to do something correctly or properly.
to care about people – to think about others and want them to be happy.
to show kindness – to do or say something nice to help or make someone feel good.
a positive attitude – to think in a happy and hopeful way.
step by step – to do something slowly, one small part at a time.
to change the atmosphere in a hotel – to make the hotel feel different, for example more happy, calm, or friendly.
#####################
Multiple choice:
- A role model is a person who
a) likes to help others and shows good examples
b) works only in one department every day
c) always wears clean and nice clothes - When you are on time, you
a) arrive late but say sorry quickly
b) arrive at the right time, not late
c) start work when you feel ready - To wear a uniform means
a) to put on special clothes for work
b) to change clothes many times every day
c) to choose clothes that look nice at home - A coworker is
a) a person who works alone in the hotel
b) a person who works with you in the same place
c) a manager who checks many reports - To answer politely means
a) to speak nicely and with respect
b) to speak loudly and fast all the time
c) to ask many personal questions - To stay calm means
a) to talk about your problems with friends
b) to run fast when something happens
c) to be quiet inside and not get angry - To offer help means
a) to wait until someone asks for help
b) to tell someone you can help them
c) to ask someone to do your work - To share ideas means
a) to copy what others are doing
b) to write a long report about guests
c) to tell other people what you think - To show respect means
a) to only speak to friends and ignore others
b) to tell people exactly what to do
c) to be kind and listen to other people - To do something the right way means
a) to try something new without rules
b) to do something correctly or properly
c) to finish quickly without thinking - To care about people means
a) to talk only about yourself
b) to tell others what they must do
c) to think about others and want them happy - To show kindness means
a) to wait until someone helps you
b) to keep quiet and not speak to anyone
c) to do or say something nice to help someone - A positive attitude means
a) to think in a happy and hopeful way
b) to talk about bad things all the time
c) to feel bored and complain about work - Step by step means
a) to do something very fast without stopping
b) to do something slowly, one small part at a time
c) to wait until someone else starts first - To change the atmosphere in a hotel means
a) to buy new furniture for all rooms
b) to move the hotel to another place
c) to make the hotel feel different, for example more friendly
__________________
Answers:
1–a 2–b 3–a 4–b 5–a 6–c
7–b 8–c 9–c 10–b 11–c
12–c 13–a 14–b 15–c
############
Gap-fill exercise:
- A good employee can be __________ for new staff because they show how to work well.
a) a role model
b) a manager
c) a coworker - It is important __________ every day so the team can start work on time.
a) to share ideas
b) to be on time
c) to wear a uniform - All hotel staff must __________ to look professional.
a) a positive attitude
b) do something the right way
c) wear a uniform - I asked my __________ to help me move the boxes to the storage room.
a) coworker
b) guest
c) manager - When a guest asks a question, you should always __________.
a) answer politely
b) step by step
c) stay calm - Even if a guest is upset, it is important __________ and not get angry.
a) to offer help
b) to care about people
c) to stay calm - If you see someone carrying heavy bags, you should __________.
a) wear a uniform
b) offer help
c) answer politely - During the meeting, I like __________ to help improve our service.
a) to be on time
b) to share ideas
c) a role model - We must always __________ to everyone, no matter their job.
a) step by step
b) a role model
c) show respect - You need __________ when preparing the room to make sure everything is correct.
a) to care about people
b) to do something the right way
c) to change the atmosphere in a hotel - Good employees always __________ and think about the happiness of others.
a) care about people
b) a coworker
c) a positive attitude - Small actions, like helping a guest with their bag, can __________.
a) share ideas
b) step by step
c) show kindness - A person with __________ tries to stay happy and positive at work.
a) stay calm
b) a positive attitude
c) on time - Learning a new task is easier if you do it __________, one step at a time.
a) step by step
b) to wear a uniform
c) to show respect - A friendly smile and kind words can help __________ and make guests feel welcome.
a) answer politely
b) change the atmosphere in a hotel
c) offer help
———————–
Answers:
1–a, 2–b, 3–c, 4–a, 5–a, 6–c,
7–b, 8–b, 9–c, 10–b, 11–a,
12–c, 13–b, 14–a, 15–b
_______________
Correct version:
- A good employee can be a role model for new staff because they show how to work well.
- It is important to be on time every day so the team can start work on time.
- All hotel staff must to wear a uniform to look professional.
- I asked my a coworker to help me move the boxes to the storage room.
- When a guest asks a question, you should always to answer politely.
- Even if a guest is upset, it is important to stay calm and not get angry.
- If you see someone carrying heavy bags, you should to offer help.
- During the meeting, I like to share ideas to help improve our service.
- We must always to show respect to everyone, no matter their job.
- You need to do something the right way when preparing the room to make sure everything is correct.
- Good employees always to care about people and think about the happiness of others.
- Small actions, like helping a guest with their bag, can to show kindness.
- A person with a positive attitude tries to stay happy and positive at work.
- Learning a new task is easier if you do it step by step, one step at a time.
- A friendly smile and kind words can help to change the atmosphere in a hotel and make guests feel welcome.
#####################
Match the word to its definition:
Words:
- a role model
- to be on time
- to wear a uniform
- a coworker
- to answer politely
- to stay calm
- to offer help
- to share ideas
- to show respect
- to do something the right way
- to care about people
- to show kindness
- a positive attitude
- step by step
- to change the atmosphere in a hotel
Definitions:
A. To think in a happy and hopeful way.
B. To tell other people what you think.
C. To arrive at the right time, not late.
D. To put on special clothes for work.
E. To do something slowly, one small part at a time.
F. To be kind and listen to other people.
G. To tell someone you can help them.
H. A person who works with you in the same place.
I. To do something correctly or properly.
J. To show a good example for others.
K. To not get angry or afraid; to be quiet inside.
L. To do or say something nice to help someone.
M. To make the hotel feel different, for example more friendly.
N. To speak in a nice and respectful way.
O. To think about others and want them to be happy.
__________________
Answers:
1–J, 2–C, 3–D, 4–H, 5–N, 6–K,
7–G, 8–B, 9–F, 10–I, 11–O,
12–L, 13–A, 14–E, 15–M
#####################
True or false:
- A role model always comes to work on time.
- Good service is not important in a luxury hotel.
- A staff member can help new staff learn the right way to do things.
- A role model ignores guests when they ask for help.
- They share ideas and show respect to everyone.
- A good staff member never helps coworkers when they are busy.
- One staff member can change the atmosphere in the hotel step by step.
- A role model wears a clean uniform and smiles at guests.
- Staff with a positive attitude make others want to work better too.
- A role model does not try to learn new things.
- They care about people, not only work.
- A role model often argues with coworkers to show power.
- They listen carefully and answer politely when guests ask questions.
- A role model only cares about their own work, not the team.
__________________
True: 1,3,5,7,8,9,11,13
__________________
Correct answers:
A role model always comes to work on time.
Good service is not important in a luxury hotel. True is: Good service is very important in a luxury hotel.
A staff member can help new staff learn the right way to do things.
A role model ignores guests when they ask for help. True is: A role model listens carefully and answers politely when guests ask for help.
They share ideas and show respect to everyone.
A good staff member never helps coworkers when they are busy. True is: A good staff member offers to help when coworkers are busy.
One staff member can change the atmosphere in the hotel step by step.
A role model wears a clean uniform and smiles at guests.
Staff with a positive attitude make others want to work better too.
A role model does not try to learn new things. True is: A role model tries to learn new things every day.
They care about people, not only work.
A role model often argues with coworkers to show power. True is: A role model shows kindness and respect to all staff.
They listen carefully and answer politely when guests ask questions.
A role model only cares about their own work, not the team. True is: A role model helps the team and cares about everyone.
#####################
Interview with Salas, a role model, fill in, words below:
staff – welcome – service – kind – enjoy –
busy – attitude – share – managers –
tasks – guests – important
——————————–
Interviewer: Who are you?
Staff: My name is Alex, and I work as a staff member in this hotel.
Interviewer: Where do you work?
Staff: I work in a luxury hotel where every guest wants to feel __________ and special.
Interviewer: How long have you worked in this hotel?
Staff: I have worked here for five years, and I __________ helping guests and the team.
Interviewer: Why do you want to be a role model?
Staff: I want to show other __________ how to work well every day and make the hotel a happy place.
Interviewer: What do you do to help guests?
Staff: I smile, say hello, listen carefully, and always answer __________ when guests ask for help.
Interviewer: When do you stay calm?
Staff: I stay calm when the hotel is __________ or when a guest is not happy, because it is important to give good service.
Interviewer: How do you help your team?
Staff: I offer help when someone has too much work, and I __________ ideas to improve our service.
Interviewer: Which ideas do you share with the team?
Staff: I share ideas about how to do__________the right way and make the team stronger and happier.
Interviewer: Who do you show respect to?
Staff: I show respect to guests, __________, and other staff every day.
Interviewer: Why is it __________ to do things the right way?
Staff: Doing things the right way helps new staff learn and helps the team work better together.
Interviewer: How do you learn new things?
Staff: I ask questions, watch carefully, and try to learn about the hotel and give better __________ every day.
Interviewer: What do you do to care about people?
Staff: I show kindness and respect, and I think about the happiness of __________ and staff.
Interviewer: Can one staff member change the hotel?
Staff: Yes, step by step, one person with a positive __________ can change the atmosphere in the hotel.
Interviewer: What do you want other staff to do?
Staff: I want them to work well, be __________, help the team, and make the hotel a wonderful place for everyone.
——————————-
Correct version:
Interviewer: Who are you?
Staff: My name is Alex, and I work as a staff member in this hotel.
Interviewer: Where do you work?
Staff: I work in a luxury hotel where every guest wants to feel welcome and special.
Interviewer: How long have you worked in this hotel?
Staff: I have worked here for five years, and I enjoy helping guests and the team.
Interviewer: Why do you want to be a role model?
Staff: I want to show other staff how to work well every day and make the hotel a happy place.
Interviewer: What do you do to help guests?
Staff: I smile, say hello, listen carefully, and always answer politely when guests ask for help.
Interviewer: When do you stay calm?
Staff: I stay calm when the hotel is busy or when a guest is not happy, because it is important to give good service.
Interviewer: How do you help your team?
Staff: I offer help when someone has too much work, and I share ideas to improve our service.
Interviewer: Which ideas do you share with the team?
Staff: I share ideas about how to do tasks the right way and make the team stronger and happier.
Interviewer: Who do you show respect to?
Staff: I show respect to guests, managers, and other staff every day.
Interviewer: Why is it important to do things the right way?
Staff: Doing things the right way helps new staff learn and helps the team work better together.
Interviewer: How do you learn new things?
Staff: I ask questions, watch carefully, and try to learn about the hotel and give better service every day.
Interviewer: What do you do to care about people?
Staff: I show kindness and respect, and I think about the happiness of guests and staff.
Interviewer: Can one staff member change the hotel?
Staff: Yes, step by step, one person with a positive attitude can change the atmosphere in the hotel.
Interviewer: What do you want other staff to do?
Staff: I want them to work well, be kind, help the team, and make the hotel a wonderful place for everyone.
#####################
Fill in, words below:
step by step – politely – share – teaches –
kindness – on time – welcome – service
———————-
In a luxury hotel, every guest wants to feel __________ and special.
Good __________ is very important.
A role model always comes to work __________and wears a clean uniform.
They smile, say hello, answer__________ and stay calm, even when the hotel is busy.
They offer help, __________ideas, and show respect to everyone.
A role model __________ new staff to do things the right way.
They care about people, show __________, and have a positive attitude.
__________, one staff member can change the atmosphere in the hotel.
__________________
Correct version:
In a luxury hotel, every guest wants to feel welcome and special. Good service is very important. A role model always comes to work on time and wears a clean uniform. They smile, say hello, answer politely, and stay calm, even when the hotel is busy. They offer help, share ideas, and show respect to everyone. A role model teaches new staff to do things the right way. They care about people, show kindness, and have a positive attitude. Step by step, one staff member can change the atmosphere in the hotel.
############
🌟 A summary:
| What the Staff Can Do | How to Do It | Why It Is Good |
|---|---|---|
| 1. Work well every day | Come on time. Keep uniform clean. Do your job carefully. Always smile. | Other staff see your good work and want to do the same. |
| 2. Help your team | Help when someone is busy. Say kind words. Share small tasks. | Teamwork makes work faster and happier. |
| 3. Be polite to everyone | Say “Good morning” and “Thank you.” Speak calmly to guests and staff. Listen when people talk. | Politeness shows respect and makes the hotel feel friendly. |
| 4. Stay calm in problems | When a guest is angry, listen first. Speak slowly and kindly. Ask a supervisor if you need help. | Staying calm helps solve problems and shows good control. |
| 5. Learn new things | Ask questions. Watch how others work. Learn about the hotel and the city. | Learning helps you do your job better and makes you more confident. |
| 6. Care for guests | Remember guest names. Smile and ask how they are. Try to make them happy. | Guests feel special and remember good service. |
| 7. Respect all jobs | Say thank you to housekeeping, kitchen, and security staff. | Respect makes everyone feel important in the team. |
| 8. Keep good attitude | Be positive, even when tired. Say “We can do it!” to others. | A happy attitude gives energy to the team. |
| 9. Follow hotel rules | Know the service standards. Follow safety and hygiene rules. | This keeps the hotel safe and professional. |
| 10. Be proud of your work | Love what you do. Show guests that you are happy to serve them. | Guests feel your pride and trust your service. |
###################
Words scrambled, which phrase are we looking for?
