• Extra skills can make guests happy, your team strong, and your hotel successful.

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Working in a hotel is not only about doing your daily tasks. Good hotel staff also try to make the manager, their colleagues, and the guests happy. But there are also many extra things that staff can learn or do to be even better. These things can make the hotel more successful, the guests more satisfied, and the staff more confident in their work.

One important skill is customer service. Staff can learn how to greet guests warmly, use polite words, help with requests, and solve small problems quickly. This makes guests happy and managers proud. Another useful skill is languages and communication. Staff can learn new languages, speak clearly, and listen carefully. This helps them talk to more guests and work well with the team.

Conflict and problem-solving is also very useful. Staff can learn to stay calm during problems and find fair solutions. This makes the hotel calm and smooth. Leadership and teamwork are important too. Staff can guide new colleagues, help their team, and organize tasks. Managers see that staff are responsible, and the team works better.

Event and banquet planning is another skill. Staff can learn to organize rooms and decorations for events. Technology and software skills are useful too. Staff can use hotel systems for faster check-in and fewer mistakes. Health, safety, and first aid training helps staff protect guests in emergencies. Cultural awareness and etiquette help staff respect all guests.

These extra skills make staff stronger, guests happier, and the hotel more successful.

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Vocabulary:

• to shine – to do very well
• a skill – something you can do well
• successful – doing well or reaching a goal
• a task – something you have to do
• to be satisfied – to feel happy with something
• to be confident – to feel sure about yourself
• customer service – helping guests or customers
• to greet warmly – to say hello in a friendly way
• to be polite – to use kind and good words
• a request – something someone asks you to do
• to solve problems – to find a good answer to a problem
• communication – talking or giving information
• to speak clearly – to talk so people can understand you
• conflict solving – finding a way to fix a fight or problem
• to stay calm – not to be angry or worried
• a fair solution – a good answer that is good for everyone
• smooth – easy and without problems
• to organize a task – to plan a job or activity
• to be responsible – to do your job well and take care of things
• banquet planning – planning a big meal or event
• decoration – things you use to make a place look nice
• an event – a special activity or party
• software skills – knowing how to use a computer program
• a mistake – something done wrong
• health training – learning how to stay healthy
• safety training – learning how to be safe
• an emergency – a sudden problem that needs fast action
• cultural awareness – knowing about other people’s traditions and ways
• etiquette – polite behavior
• to respect guests – to treat guests kindly and politely

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Multiple-choice, one answer correct:

1. What does to shine mean?
   a) To do very well at your work
   b) To walk slowly on the street today
   c) To eat food quickly with a fork
2. What is a skill?
   a) Something you can do well each day
   b) Something you find in a store nearby
   c) Something you forget sometimes at home
3. What does successful mean?
   a) Feeling very tired after long working hours
   b) Doing well and reaching your main goals
   c) Losing a game or competition very badly
4. What is a task?
   a) Something you can watch on your phone
   b) Something you have to do and finish
   c) Something you can eat for your lunch
5. What does to be satisfied mean?
   a) To feel very hungry and want food
   b) To feel very cold in the morning
   c) To feel happy with something you do
6. What does to be confident mean?
   a) To feel sleepy and want to rest
   b) To feel sure about yourself and actions
   c) To feel very scared of new things
7. What is customer service?
   a) Playing sports in the park every day
   b) Helping guests or customers in a hotel
   c) Cleaning the street with a broom outside
8. What does to greet warmly mean?
   a) To run very fast in the morning
   b) To shout loudly at someone nearby
   c) To say hello in a friendly way
9. What does to be polite mean?
   a) To speak very quietly without making noise
   b) To use kind and good words always
   c) To work alone without asking anyone
10. What is a request?
    a) Something someone asks you to do kindly
    b) Something you throw away in the bin
    c) Something you find in a shop today
11. What does to solve problems mean?
    a) To sleep for a long time at night
    b) To find a good answer to a problem
    c) To play a game with your friends today
12. What is communication?
    a) Talking or giving information to someone
    b) Reading a book quietly at the table
    c) Cooking food in the kitchen every day
13. What does to speak clearly mean?
    a) To write a letter quickly and neatly
    b) To run very fast in the park
    c) To talk so people can understand you
14. What is conflict solving?
    a) Cleaning a room carefully every morning
    b) Finding a way to fix a fight
    c) Eating a meal with your friends today
15. What does to stay calm mean?
    a) To dance loudly in the party room
    b) To sleep all day on the sofa
    c) Not to be angry or worried at all
16. What is a fair solution?
    a) A wrong answer that is not correct
    b) A very fast answer to a problem
    c) A good answer that is good for everyone
17. What does smooth mean?
    a) Rough and difficult to do or handle
    b) Easy and without problems or mistakes
    c) Slow and tired after a long day
18. What does to organize a task mean?
    a) To plan a job or activity carefully
    b) To forget something important at home
    c) To run outside without any reason today
19. What does to be responsible mean?
    a) To eat too much and feel full
    b) To do your job well and take care
    c) To sleep too long every single day
20. What is banquet planning?
    a) Planning a big meal or event properly
    b) Writing a short note to a friend
    c) Walking to school early in the morning
21. What is decoration?
    a) Things you put in your pocket today
    b) Things you use to make a place look nice
    c) Things you throw away in the bin later
22. What is an event?
    a) A small snack for your morning break
    b) A special activity or party for people
    c) A bag of clothes left at school
23. What are software skills?
    a) Knowing how to use a computer program
    b) Knowing how to cook food properly at home
    c) Knowing how to drive a car safely today
24. What is a mistake?
    a) Something done wrong by a person
    b) Something very good you did yesterday
    c) Something you can eat for breakfast
25. What is health training?
    a) Learning a new song to sing today
    b) Learning to dance at the party tonight
    c) Learning how to stay healthy every day
26. What is safety training?
    a) Learning how to be safe in places
    b) Learning to swim fast in the pool
    c) Learning to play games with friends
27. What is an emergency?
    a) A normal day at school or work
    b) A long holiday with your family today
    c) A sudden problem that needs fast action
28. What is cultural awareness?
    a) Knowing how to cook rice at home
    b) Knowing how to play football outside
    c) Knowing about other people’s traditions and ways
29. What is etiquette?
    a) Polite behavior with others in daily life
    b) Running very fast to catch a bus
    c) Eating a lot during a party today
30. What does to respect guests mean?
    a) To shout at guests loudly in the room
    b) To treat guests kindly and politely always
    c) To ignore guests when they ask something

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Answers:

1-a, 2-a, 3-b, 4-b, 5-c, 6-b, 7-b, 8-c, 9-b, 10-a,
11-b, 12-a, 13-c, 14-b, 15-c, 16-c, 17-b, 18-a, 19-b,
20-a, 21-b, 22-b, 23-a, 24-a, 25-c, 26-a,
27-c, 28-c, 29-a, 30-b

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Correct version:

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1. What does to shine mean? – It means to do very well at your work.
2. What is a skill? – It is something you can do well each day.
3. What does successful mean? – It means doing well and reaching your main goals.
4. What is a task? – It is something you have to do and finish.
5. What does to be satisfied mean? – It means to feel happy with something you do.
6. What does to be confident mean? – It means to feel sure about yourself and your actions.
7. What is customer service? – It is helping guests or customers in a hotel.
8. What does to greet warmly mean? – It means to say hello in a friendly way.
9. What does to be polite mean? – It means to use kind and good words always.
10. What is a request? – It is something someone asks you to do kindly.
11. What does to solve problems mean? – It means to find a good answer to a problem.
12. What is communication? – It is talking or giving information to someone.
13. What does to speak clearly mean? – It means to talk so people can understand you.
14. What is conflict solving? – It is finding a way to fix a fight.
15. What does to stay calm mean? – It means not to be angry or worried at all.
16. What is a fair solution? – It is a good answer that is good for everyone.
17. What does smooth mean? – It means easy and without problems or mistakes.
18. What does to organize a task mean? – It means to plan a job or activity carefully.
19. What does to be responsible mean? – It means to do your job well and take care.
20. What is banquet planning? – It is planning a big meal or event properly.
21. What is decoration? – It is things you use to make a place look nice.
22. What is an event? – It is a special activity or party for people.
23. What are software skills? – They are knowing how to use a computer program.
24. What is a mistake? – It is something done wrong by a person.
25. What is health training? – It is learning how to stay healthy every day.
26. What is safety training? – It is learning how to be safe in places.
27. What is an emergency? – It is a sudden problem that needs fast action.
28. What is cultural awareness? – It is knowing about other people’s traditions and ways.
29. What is etiquette? – It is polite behavior with others in daily life.
30. What does to respect guests mean? – It means to treat guests kindly and politely always.

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Match the word to its definition:

Words:

1. to shine
2. a skill
3. successful
4. a task
5. to be confident
6. customer service
7. to greet warmly
8. a request
9. to solve problems
10. communication
11. to stay calm
12. a fair solution
13. decoration
14. an emergency

Definitions:

A. Talking or giving information to someone
B. Something you have to do and finish
C. A sudden problem that needs fast action
D. Helping guests or customers in a hotel
E. Something someone asks you to do kindly
F. To do very well at your work
G. To feel sure about yourself and your actions
H. Polite behavior with others in daily life
I. Things you use to make a place look nice
J. To find a good answer to a problem
K. To say hello in a friendly way
L. Doing well and reaching your main goals
M. A good answer that is good for everyone
N. Something you can do well each day

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Answers:

1-F, 2-N, 3-L, 4-B, 5-G, 6-D, 7-K,
8-E, 9-J, 10-A, 11-H, 12-M, 13-I, 14-C

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True or false:

1. Staff can learn extra skills to feel more confident in their work.
2. Decorations are not important for hotel events.
3. Good hotel staff try to make the manager, staff, and guests happy.
4. Staff should ignore requests from guests to focus on their tasks.
5. Cultural awareness helps staff understand different guests better.
6. Working in a hotel is only about doing your daily tasks.
7. Learning to stay calm helps staff solve problems more easily.
8. Communication skills help staff talk clearly to guests and colleagues.
9. A fair solution is only necessary when the manager is unhappy.
10. Health and safety training can improve staff performance.
11. Staff do not need to be polite to colleagues or guests.
12. Customer service includes helping guests with their needs.
13. Staff should always shout to get attention quickly.
14. Banquet planning is an example of an extra skill staff can learn.

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True: 1,3,5,7,810,12,14
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Correct answers:

1. Staff can learn extra skills to feel more confident in their work.
2. Decorations are not important for hotel events. True is: Decorations are important for hotel events to make them look nice.
3. Good hotel staff try to make the manager, staff, and guests happy.
4. Staff should ignore requests from guests to focus on their tasks. True is: Staff should listen to requests from guests and help them.
5. Cultural awareness helps staff understand different guests better.
6. Working in a hotel is only about doing your daily tasks. True is: Working in a hotel is not only about daily tasks, staff also try to make guests and managers happy.
7. Learning to stay calm helps staff solve problems more easily.
8. Communication skills help staff talk clearly to guests and colleagues.
9. A fair solution is only necessary when the manager is unhappy. True is: A fair solution is important for everyone involved, not just the manager.
10. Health and safety training can improve staff performance.
11. Staff do not need to be polite to colleagues or guests. True is: Staff should always be polite to colleagues and guests.
12. Customer service includes helping guests with their needs.
13. Staff should always shout to get attention quickly. True is: Staff should speak politely and clearly to get attention.
14. Banquet planning is an example of an extra skill staff can learn.

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Fill in, words below:

shine, skill, successful, task, satisfied,
confident, customer service,
greet warmly, polite,
solve problem

1. Good hotel staff try to make the manager, staff, and guests happy and ________.
2. A hotel employee can ________ by doing their work very well.
3. Learning a new ________ can help staff be better at their job.
4. Every day, staff have a different ________ to complete.
5. Staff feel ________ when guests are happy with their service.
6. To speak clearly and help guests, staff must be ________.
7. Helping guests with their questions or needs is called ________.
8. When guests arrive, staff should always ________ warmly.
9. Staff should be ________ to guests and colleagues at all times.
10. Good employees know how to ________ problems quickly.

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Correct version:

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1. Good hotel staff try to make the manager, staff, and guests happy and shine.
2. A hotel employee can be successful by doing their work very well.
3. Learning a new skill can help staff be better at their job.
4. Every day, staff have a different task to complete.
5. Staff feel satisfied when guests are happy with their service.
6. To speak clearly and help guests, staff must be confident.
7. Helping guests with their questions or needs is called customer service.
8. When guests arrive, staff should always greet warmly.
9. Staff should be polite to guests and colleagues at all times.
10. Good employees know how to solve problems quickly.

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Sequencing Exercise :

The sentences below are in the wrong order.
Put them in the correct order (1–8).

a) Greet the guest warmly at the door.
b) Check the booking at the reception.
c) Smile and say “Welcome to our hotel.”
d) Ask for the guest’s name and details.
e) Help the guest with their luggage if needed.
f) Show the guest their room.
g) Ask if the guest is satisfied with the room.
h) Say goodbye politely and wish them a nice stay.

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Correct Order:
1–a, 2–c, 3–d, 4–b, 5–e, 6–f, 7–g, 8–h
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Complete story:

1. a) Greet the guest warmly at the door.
2. c) Smile and say “Welcome to our hotel.”
3. d) Ask for the guest’s name and details.
4. b) Check the booking at the reception.
5. e) Help the guest with their luggage if needed.
6. f) Show the guest their room.
7. g) Ask if the guest is satisfied with the room.
8. h) Say goodbye politely and wish them a nice stay.

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Cheat sheet:

Skill / Training	What Staff Learn	Main Benefit
Customer Service	Learn to greet guests warmly, learn to speak politely, learn to listen to guest requests, learn to solve small problems quickly, learn to stay friendly even if guests are unhappy	Guests feel welcome and happy, managers see staff care about service
Languages & Communication	Learn to speak new languages, learn to pronounce words clearly, learn to listen carefully, learn to ask questions politely, learn to understand guest needs	Staff can talk to more guests, teamwork improves, international guests feel comfortable
Conflict & Problem Solving	Learn to stay calm during problems, learn to find fair solutions, learn to talk politely to angry guests, learn to think quickly, learn to solve problems without stress	Fewer conflicts, smoother hotel operations, guests feel their problems are solved
Leadership & Teamwork	Learn to guide new staff, learn to help colleagues, learn to organize tasks, learn to motivate the team, learn to give good examples	Stronger team, less stress for managers, staff feel responsible and confident
Event & Banquet Planning	Learn to set up tables and chairs, learn to organize decorations, learn to prepare small events, learn to check details carefully, learn to help guests enjoy the event	Guests enjoy well-organized events, hotel looks professional, staff gain organizing skills
Technology & Software	Learn to use hotel computers, learn to manage bookings, learn to check in and check out guests fast, learn to use online tools, learn to keep records correctly	Work becomes faster and smoother, fewer mistakes, managers see efficient staff
Health, Safety & First Aid	Learn first aid, learn to help sick or injured guests, learn fire safety, learn emergency procedures, learn to stay calm in danger	Hotel is safer, staff feel confident in emergencies, guests feel secure
Cultural Awareness & Etiquette	Learn about different cultures, learn polite greetings, learn table manners, learn small customs, learn to respect all guests	Guests feel respected, staff can adapt to different needs, hotel gains a positive reputation

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Hotel Staff Self-Assessment Sheet

Instructions: Read each skill. Tick the box that shows how confident you are. Use this scale:

• ✅ I am confident
• ⚪ I need some practice
• ❌ I need more learning

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1. Customer Service

• Learn to greet guests warmly
• Learn to speak politely
• Learn to listen to guest requests
• Learn to solve small problems quickly
• Learn to stay friendly even if guests are unhappy

2. Languages & Communication

• Learn to speak new languages
• Learn to pronounce words clearly
• Learn to listen carefully
• Learn to ask questions politely
• Learn to understand guest needs

3. Conflict & Problem Solving

• Learn to stay calm during problems
• Learn to find fair solutions
• Learn to talk politely to angry guests
• Learn to think quickly
• Learn to solve problems without stress

4. Leadership & Teamwork

• Learn to guide new staff
• Learn to help colleagues
• Learn to organize tasks
• Learn to motivate the team
• Learn to give good examples

5. Event & Banquet Planning

• Learn to set up tables and chairs
• Learn to organize decorations
• Learn to prepare small events
• Learn to check details carefully
• Learn to help guests enjoy the event

6. Technology & Software

• Learn to use hotel computers
• Learn to manage bookings
• Learn to check in and check out guests fast
• Learn to use online tools
• Learn to keep records correctly

7. Health, Safety & First Aid

• Learn first aid
• Learn to help sick or injured guests
• Learn fire safety
• Learn emergency procedures
• Learn to stay calm in danger

8. Cultural Awareness & Etiquette

• Learn about different cultures
• Learn polite greetings
• Learn table manners
• Learn small customs
• Learn to respect all guests

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“My strongest skills:” ___________________________

“Skills I want to improve:” ___________________________

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