hoc et illud

🏨What makes a hotel perfect, some thoughts🏨 (A2)

Verfasst von

wolfgang kugler

in

,

– hotels where guests feel home

It started with an email


Subject: Thank you for a wonderful stay

Dear [Hotel Name] Team,

I want to say a big thank you for my stay at your hotel. It was perfect in every way. From the moment I arrived, the staff were very friendly and welcoming. The front desk greeted me with a smile, helped me with my luggage, and explained everything about the hotel. Check-in was very fast and easy, and I felt very comfortable from the start.

My room was very clean and comfortable. The bed was soft, the pillows were perfect, and the bathroom was always spotless. I liked that the staff changed towels and bed linen every day and left a small welcome note in my room. Everything worked well, from the lights to the air conditioning.

The hotel has a very nice atmosphere. The lobby is beautiful, the music is pleasant, and the smell is clean and fresh. I liked the flowers and small decorations in the room, which made it feel special.

I also want to thank the concierge for helping me a lot. They gave very good advice about places to visit, suggested interesting things to do, helped me book tickets, and even called a taxi when I needed it.

The restaurant staff were very kind and helpful. They remembered my favorite drinks, served meals with a smile, and were always polite. I felt very happy and special during my stay.

Thank you again for everything. I will recommend your hotel to all my friends, and I hope to come back soon.

Best regards,
[Guest Name]
_________________________

Vocabulary:

  1. A thought – An idea or something in your mind.
  2. To greet somebody – To say hello to someone.
  3. A smile – When your mouth goes up because you are happy.
  4. Luggage – The bags and suitcases you take on a trip.
  5. To explain – To make something clear so someone understands.
  6. To feel comfortable – To feel relaxed and happy.
  7. A soft bed – A bed that is nice and not hard.
  8. A pillow – A soft thing under your head when you sleep.
  9. To be spotless – To be very clean.
  10. To change towels – To take old towels away and put new ones.
  11. Bed linen – Sheets and covers for a bed.
  12. A welcome note – A small paper with a friendly message for a guest.
  13. To be pleasant – To be nice or enjoyable.
  14. A smell – Something you can notice with your nose.
  15. A decoration – Something pretty that makes a place look nice.
  16. To feel special – To feel happy and important.
  17. To give advice – To tell someone what is good to do.
  18. To suggest – To say an idea for someone to think about.
  19. To remember – To keep something in your mind.
  20. To be polite – To be kind and use nice words.
  21. To recommend – To tell someone something is good to try or use.

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

Multiple choice, one answer correct:

  1. What is a thought?
    a) A sound in your ear
    b) A color on your wall
    c) An idea in your mind
  2. What does it mean to greet somebody?
    a) To sleep all day
    b) To say hello to someone
    c) To walk away fast
  3. What is a smile?
    a) A small brown bag
    b) A soft white towel
    c) A happy face look
  4. What is luggage?
    a) Bags you take when you travel
    b) Chairs you use in a hotel
    c) Clothes you wear at night
  5. What does to explain mean?
    a) To sing a loud song
    b) To make something clear
    c) To write a short note
  6. What does to feel comfortable mean?
    a) To feel hungry and tired
    b) To feel relaxed and happy
    c) To feel cold and angry
  7. What is a soft bed?
    a) A big room with windows
    b) A hard place to sleep
    c) A bed that is nice and soft
  8. What is a pillow?
    a) A box for your shoes
    b) A soft thing for your head
    c) A clock on the table
  9. What does to be spotless mean?
    a) To be very noisy
    b) To be very big
    c) To be very clean
  10. What does to change towels mean?
    a) To move chairs in the lobby
    b) To wash your hair in the sink
    c) To put new towels in the room
  11. What is bed linen?
    a) Flowers for the garden
    b) Sheets and covers for a bed
    c) Shoes and socks for walking
  12. What is a welcome note?
    a) A drink on the table
    b) A towel in the bathroom
    c) A small paper with a message
  13. What does to be pleasant mean?
    a) To be late and tired
    b) To be nice and friendly
    c) To be sad and quiet
  14. What is a smell?
    a) Something you read in a book
    b) Something you keep in a box
    c) Something you notice with your nose
  15. What is a decoration?
    a) Something heavy on the floor
    b) Something pretty in a room
    c) Something noisy in the kitchen
  16. What does to feel special mean?
    a) To feel shy and scared
    b) To feel tired and bored
    c) To feel happy and important
  17. What does to give advice mean?
    a) To buy a new phone
    b) To tell someone what is good to do
    c) To draw a small picture
  18. What does to suggest mean?
    a) To start a short game
    b) To close the window fast
    c) To say an idea to try

    ———end of audio file——-
  19. What does to remember mean?
    a) To clean the hotel room
    b) To keep something in your mind
    c) To walk to the market
  20. What does to be polite mean?
    a) To talk in a loud voice
    b) To leave without saying bye
    c) To be kind and use nice words
  21. What does to recommend mean?
    a) To read a long story
    b) To wait for the bus
    c) To say something is good to try

_________________________

Answers:
1c, 2b, 3c, 4a, 5b, 6b, 7c, 8b,
9c, 10c, 11b, 12c, 13b, 14c, 15b,
16c, 17b, 18c, 19b, 20c, 21c

_________________________

Correct answers:

  1. What is a thought? – an idea in your mind
  2. What does it mean to greet somebody? – to say hello to someone
  3. What is a smile? – a happy face look
  4. What is luggage? – bags you take when you travel
  5. What does it mean to explain? – to make something clear
  6. What does it mean to feel comfortable? – to feel relaxed and happy
  7. What is a soft bed? – a bed that is nice and soft
  8. What is a pillow? – a soft thing for your head
  9. What does to be spotless mean? – to be very clean
  10. What does to change towels mean? – to put new towels in the room
  11. What is bed linen? – sheets and covers for a bed
  12. What is a welcome note? – a small paper with a message
  13. What does to be pleasant mean? – to be nice and friendly
  14. What is a smell? – something you notice with your nose
  15. What is a decoration? – something pretty in a room
  16. What does to feel special mean? – to feel happy and important
  17. What does to give advice mean? – to tell someone what is good to do
  18. What does to suggest mean? – to say an idea to try
  19. What does to remember mean? – to keep something in your mind
  20. What does to be polite mean? – to be kind and use nice words
  21. What does to recommend mean? – to say something is good to try

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

🧠 Match the word with its definition:

Words:

  1. a thought
  2. to greet somebody
  3. a smile
  4. luggage
  5. to explain
  6. to feel comfortable
  7. a soft bed
  8. a pillow
  9. to be spotless
  10. to change towels
  11. bed linen
  12. a welcome note
  13. to be pleasant
  14. a smell
  15. a decoration
  16. to feel special
  17. to give advice
  18. to suggest
  19. to remember
  20. to be polite
  21. to recommend

Definitions:

A. To make something clear so someone understands.
B. To keep something in your mind.
C. Sheets and covers for a bed.
D. A soft thing for your head when you sleep.
E. Something pretty that makes a place look nice.
F. To tell someone what is good to do.
G. A happy look on your face.
H. Bags and suitcases you take on a trip.
I. To be kind and use nice words.
J. An idea or something in your mind.
K. To feel happy and important.
L. To take old towels away and put new ones.
M. To say hello to someone.
N. To be very clean.
O. Something you can notice with your nose.
P. To say an idea for someone to think about.
Q. A small paper with a friendly message.
R. A bed that is nice and not hard.
S. To feel relaxed and happy.
T. To be nice or enjoyable.
U. To tell someone something is good to try.

_________________________

Answers:

1J, 2M, 3G, 4H, 5A, 6S, 7R, 8D,
9N, 10L, 11C, 12Q, 13T, 14O, 15E,
16K, 17F, 18P, 19B, 20I, 21U

_________________________

Correct answers:

  1. a thought – an idea or something in your mind
  2. to greet somebody – to say hello to someone
  3. a smile – a happy look on your face
  4. luggage – bags and suitcases you take on a trip
  5. to explain – to make something clear so someone understands
  6. to feel comfortable – to feel relaxed and happy
  7. a soft bed – a bed that is nice and not hard
  8. a pillow – a soft thing for your head when you sleep
  9. to be spotless – to be very clean
  10. to change towels – to take old towels away and put new ones
  11. bed linen – sheets and covers for a bed
  12. a welcome note – a small paper with a friendly message
  13. to be pleasant – to be nice or enjoyable
  14. a smell – something you can notice with your nose
  15. a decoration – something pretty that makes a place look nice
  16. to feel special – to feel happy and important
  17. to give advice – to tell someone what is good to do
  18. to suggest – to say an idea for someone to think about
  19. to remember – to keep something in your mind
  20. to be polite – to be kind and use nice words
  21. to recommend – to tell someone something is good to try

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

True or false:

  1. A perfect hotel is always very big and full of people.
  2. Friendly staff can make guests feel welcome and happy.
  3. A soft bed and clean room help guests feel comfortable.
  4. Staff should never smile because it looks unprofessional.
  5. When rooms are spotless, guests feel relaxed and safe.
  6. Housekeeping changes towels and bed linen every week only.
  7. A welcome note in the room can make guests feel special.
  8. The front desk helps guests with check-in and information.
  9. Guests like when staff are polite and remember their names.
  10. The concierge helps guests carry luggage to their rooms.
  11. Restaurant staff can make meals pleasant with a smile.
  12. The smell and decoration of a room are not important.
  13. Good staff give advice and suggest places to visit.
  14. Guests feel comfortable when the hotel is noisy and messy.

__________________

True: 2,3,5,7,8,9,11,13

__________________

Correct version:

  1. A perfect hotel is always very big and full of people. – True is: A perfect hotel can also be small and quiet.
  2. Friendly staff can make guests feel welcome and happy.
  3. A soft bed and clean room help guests feel comfortable.
  4. Staff should never smile because it looks unprofessional. – True is: Staff should smile to make guests feel welcome.
  5. When rooms are spotless, guests feel relaxed and safe.
  6. Housekeeping changes towels and bed linen every week only. – True is: Housekeeping changes towels and bed linen often.
  7. A welcome note in the room can make guests feel special.
  8. The front desk helps guests with check-in and information.
  9. Guests like when staff are polite and remember their names.
  10. The concierge helps guests carry luggage to their rooms. – True is: The concierge helps guests with advice and local information.
  11. Restaurant staff can make meals pleasant with a smile.
  12. The smell and decoration of a room are not important. – True is: The smell and decoration of a room are important for feeling good.
  13. Good staff give advice and suggest places to visit.
  14. Guests feel comfortable when the hotel is noisy and messy. – True is: Guests feel comfortable when the hotel is quiet and clean.

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

Interview with Salas, fill in, words below:

front desk – clean – decorations – polite – successful –
advice – greets – smell – luggage – often –
meals – feel – names –
hotel manager

1. Q: Who works first to welcome guests in a hotel?
A: The front desk staff __________ guests with a smile.

2. Q: What makes a hotel perfect?
A: A hotel is perfect when rooms are __________ and guests feel happy.

3. Q: Why is a soft bed important?
A: A soft bed helps guests __________ comfortable and sleep well.

4. Q: How can staff make guests feel special?
A: Staff can give a welcome note and be __________ and friendly.

5. Q: Which staff help guests with luggage?
A: The concierge helps guests with __________ and information.

6. Q: Where do guests first see the hotel?
A: Guests first see the __________ and the lobby.

7. Q: When should towels and bed linen be changed?
A: Housekeeping should change them every day or __________.

8. Q: Who can give advice about local places?
A: The concierge gives __________and suggests places to visit.

9. Q: What can restaurant staff do to help guests?
A: They can smile, be pleasant, and make __________ enjoyable.

10. Q: Why is the __________ and decoration of a room important?
A: They make guests feel comfortable and relaxed.

11. Q: How should staff remember guests?
A: Staff should remember guest __________ and their needs.

12. Q: Which things make guests feel comfortable in a hotel?
A: Friendly staff, clean rooms, soft beds, and nice __________.

13. Q: Who trains the hotel staff?
A: The __________ trains staff and shows them how to be polite.

14. Q: What is the most important thing for a __________ hotel?
A: Friendly staff, clean rooms, soft beds, and happy guests.

—————————————-

Correct version:

1. Q: Who works first to welcome guests in a hotel?
A: The front desk staff greets guests with a smile.

2. Q: What makes a hotel perfect?
A: A hotel is perfect when rooms are clean and guests feel happy.

3. Q: Why is a soft bed important?
A: A soft bed helps guests feel comfortable and sleep well.

4. Q: How can staff make guests feel special?
A: Staff can give a welcome note and be polite and friendly.

5. Q: Which staff help guests with luggage?
A: The concierge helps guests with luggage and information.

6. Q: Where do guests first see the hotel?
A: Guests first see the front desk and the lobby.

7. Q: When should towels and bed linen be changed?
A: Housekeeping should change them every day or often.

8. Q: Who can give advice about local places?
A: The concierge gives advice and suggests places to visit.

9. Q: What can restaurant staff do to help guests?
A: They can smile, be pleasant, and make meals enjoyable.

10. Q: Why is the smell and decoration of a room important?
A: They make guests feel comfortable and relaxed.

11. Q: How should staff remember guests?
A: Staff should remember guest names and their needs.

12. Q: Which things make guests feel comfortable in a hotel?
A: Friendly staff, clean rooms, soft beds, and nice decorations.

13. Q: Who trains the hotel staff?
A: The hotel manager trains staff and shows them how to be polite.

14. Q: What is the most important thing for a successful hotel?
A: Friendly staff, clean rooms, soft beds, and happy guests.

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

BONUS texts – structured

A perfect hotel is a place where guests feel comfortable, safe, and happy. It is not only about beautiful rooms but also about good service and small details.

  1. Cleanliness and Comfort
    • Rooms and bathrooms are very clean.
    • Beds are soft, pillows are comfortable, and blankets are warm.
    • Air conditioning, heating, and lights work well.
    • Examples:
      • Housekeeping cleans rooms every day and changes towels.
      • Staff check the bathroom to make sure the water is hot.
      • Bed sheets are neatly folded and fresh.
  2. Good Atmosphere and Design
    • The hotel is beautiful and welcoming.
    • There is pleasant music, nice lighting, and a clean smell.
    • Furniture and decorations are comfortable and attractive.
    • Examples:
      • Staff place fresh flowers in the lobby.
      • Staff put a small welcome gift on the bed.
      • Soft music plays in the lobby and restaurants.
  3. Convenience and Facilities
    • The hotel has everything guests need: elevators, a gym, pool, spa, or business center.
    • The hotel is in a convenient location near important places.
    • Examples:
      • Staff show guests how to use the gym equipment.
      • Staff help book tickets for local shows or sightseeing.
      • Staff give maps and explain the easiest way to reach the city center.
  4. Consistency and Reliability
    • Guests can trust the hotel always has high standards.
    • Check-in and check-out are fast and easy.
    • Guests feel safe because security is good.
    • Examples:
      • Staff greet guests immediately when they arrive.
      • Staff carry guests’ luggage to the room.
      • Staff explain how to use hotel services clearly.
  5. Personal Attention
    • Staff notice what guests like and try to make the stay special.
    • Small details are important, like remembering names or favorite drinks.
    • Examples:
      • Staff remember a guest’s favorite room or floor.
      • Staff prepare a guest’s favorite tea or coffee in the morning.
      • Staff write a personal note for a returning guest.

How Hotel Staff Contribute to Guest Well-Being

  1. Friendly and Warm Behavior
    • Staff greet guests with smiles and kind words.
    • Examples:
      • “Good morning, Mr. Smith! Did you sleep well?”
      • Staff help guests with luggage while smiling.
      • Staff politely answer every question, even simple ones.
  2. Attentiveness and Care
    • Staff notice small things guests may need.
    • Examples:
      • Replacing a used towel without being asked.
      • Offering water on a hot day.
      • Noticing if a guest seems tired and helping quickly.
  3. Knowledge and Guidance
    • Staff give useful advice about the hotel and the city.
    • Examples:
      • Telling guests the best times to visit a temple.
      • Explaining local transportation options.
      • Recommending shops, markets, or cultural events.
  4. Empathy and Problem Solving
    • Staff listen to complaints and help politely.
    • Examples:
      • Changing a room if a guest has a problem with noise.
      • Offering a small gift if a guest had a delay or inconvenience.
      • Apologizing sincerely and solving the problem quickly.
  5. Creating Memorable Moments
    • Small gestures make guests feel special.
    • Examples:
      • Leaving a handwritten welcome note in the room.
      • Sending a small cake for a birthday or anniversary.
      • Remembering guests who return and giving them a special room or gift.
      • Offering umbrellas on a rainy day or blankets if it is cold.

Conclusion

A perfect hotel is clean, comfortable, beautiful, and reliable. The most important part is the staff, because their friendliness, attention, knowledge, and small gestures make guests feel safe, happy, and valued. Good staff turn a normal hotel into a place where guests feel at home and remembered.

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Staff RoleDaily Actions to Make Guests HappyExamples
Front Desk / Reception– Greet guests with a smile
– Answer questions politely
– Check guests in and out quickly
– Give information about the hotel and city		– “Good morning! Did you sleep well?”
– Carry luggage to the room
– Explain how to use the room safe or TV
– Give maps and directions to local attractions
Housekeeping– Clean rooms carefully every day
– Change towels and bed linen
– Check bathroom, lights, and temperature
– Notice small needs of guests		– Make the bed neatly and put pillows in order
– Replace used towels and refill soap
– Check that hot water works
– Leave a small welcome note or flower
Concierge / Guest Services– Give advice about local attractions
– Recommend shops, restaurants, and events
– Help with transportation and bookings
– Solve problems quickly		– Suggest the best time to visit a temple
– Reserve tickets for a show or tour
– Call a taxi or arrange a bus
– Help a guest who lost something in the hotel
Restaurant / Food & Beverage Staff– Serve meals with a smile
– Remember guest preferences
– Offer help politely
– Ensure food and drinks are correct and fresh		– Bring a guest’s favorite drink or tea
– Offer extra water or bread without asking
– Explain menu items if guests do not understand
– Leave a small dessert or greeting for birthdays

✅ Extra Tips:

  • Staff should always smile, be polite, and pay attention to the small details.
  • Small gestures like notes, flowers, or remembered preferences make guests feel happy and special.
  • Each role works together to create a comfortable and welcoming hotel experience.

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