meet guests……….
A good front desk staff member in a hotel needs to have important qualities to make guests happy. First, they should be friendly and welcoming. They should greet guests with a warm smile and make them feel at home. It is important to be kind and listen to what guests need.
Good communication is also important. Front desk staff should speak clearly and politely. They help guests check in, answer questions, and solve problems.
They must also be organized. They do many things like checking guests in and out, making reservations, and talking to other hotel workers. They should know what job to do first, especially when it is busy.
Problem-solving is also important. If a guest has a problem or a special request, staff should find a quick and good solution.
They must also pay attention to small details, like correct bills and a clean lobby.
Lastly, they need empathy and patience. They meet many different people and should be kind and calm at all times.
All these skills help guests have a great stay.
_______________________
- Welcoming – friendly and happy to see someone.
- To greet – to say “hello” to someone.
- Communication – the way people talk or write to share ideas or information.
- Politely – in a nice and respectful way.
- Speak clearly – to talk so that others can understand you easily.
- To check in – to arrive and tell the staff you are there (for example, at a hotel).
- To solve a problem – to find a good answer or fix something.
- To make a reservation – to book a place or time (like at a hotel or restaurant).
- Busy – having a lot of things to do or many people.
- A solution – the answer to a problem.
- To pay attention – to listen carefully or watch closely.
- A bill – a paper that shows how much money you need to pay.
- A lobby – the first room you enter in a hotel or big building.
- Empathy – understanding how someone else feels.
- Patience – staying calm when things take time.
- Calm – quiet and relaxed, not angry or worried.
- A skill – something you can do well because you learned and practiced it.
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Vocabulary: multiple-choice test, with only one correct answer.
1. What does it mean to greet someone?
A) To walk away from them
B) To say “hello” to them
C) To give them money
2. What is a bill in a restaurant?
A) A table where you sit
B) The food you ordered
C) A paper that shows how much to pay
3. If you are busy, what are you doing?
A) Sleeping
B) Doing many things
C) Waiting for someone
4. What does to make a reservation mean?
A) To cancel something
B) To book a time or place
C) To pay money
5. What does calm mean?
A) Angry and loud
B) Quiet and relaxed
C) Busy and fast
6. What does it mean to pay attention?
A) To listen carefully
B) To give money
C) To sleep in class
7. What is a lobby in a hotel?
A) A bedroom
B) A swimming pool
C) The first room when you enter
8. What does politely mean?
A) In a rude way
B) In a nice and respectful way
C) In a loud and angry way
9. What is a solution?
A) A type of food
B) A problem
C) The answer to a problem
10. What is empathy?
A) Understanding how others feel
B) Telling someone what to do
C) Being fast and strong
__________________________
1b, 2c, 3b, 4b, 5b, 6a, 7c, 8b, 9c, 10a
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Fill in:
The hotel staff is __________ and smiles a lot.
They greet every __________ at the door.
Good communication helps guests feel __________
They always speak __________ to everyone.
The receptionist speaks __________ and slowly.
Guests __________ in at the front desk.
Sometimes guests have problems, staff __________ them fast.
You can __________a reservation online.
______________________________
The hotel staff is welcoming and smiles a lot.
They greet every guest at the door.
Good communication helps guests feel happy.
They always speak politely to everyone.
The receptionist speaks clearly and slowly.
Guests check in at the front desk.
Sometimes guests have problems, staff solve them fast.
You can make a reservation online.
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Match the words to their meanings
Words:
- welcoming
- greet
- communication
- politely
- speak clearly
- check in
- solve
- make a reservation
- lobby
- bill
Meanings:
A. To say “hello” to someone
B. A paper that shows how much to pay
C. Friendly and happy to see someone
D. To talk in a way people understand
E. The first room you enter in a hotel
F. To book a time or place
G. Talking or writing to share ideas
H. In a nice and respectful way
I. To fix a problem
J. To arrive and register at a hotel
______________
1 – C 2 – A 3 – G 4 – H 5 – D 6 – J 7 – I 8 – F 9 – E 10 – B
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What is the correct sentence?
- greet / you / politely / must / always
- check in / at / hotel / you / a
- solve / problems / staff / can
- speak / to / help / guests / clearly
- make / reservation / online / a
- pay / to / the bill /attention
- lobby / is / near / entrance / the
- welcoming / smile / staff / warmly
- communication / people / understand / helps
- calm / be / and / patient
————————————-
- You must always greet politely.
- You check in at a hotel.
- Staff can solve problems.
- Speak clearly to help guests.
- Make a reservation online.
- Pay attention to the bill.
- Lobby is near the entrance.
- Welcoming staff smile warmly.
- Communication helps people understand.
- Be calm and patient.
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True or false?
- The lobby is the first room you enter. — True
- To check in means to leave the hotel. — False
- Staff greet guests when they arrive. — True
- A bill shows how much money to pay. — True
- Being calm means you are angry. — False
- You make a reservation to book a place. — True
- Speaking clearly helps people understand you. — True
- Empathy means ignoring other people’s feelings. — False
- You pay attention when you do not listen. — False
- Politely means speaking in a rude way. — False
——————————
2 false, 5 false, 8-10 false
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Interviewer: Hello! How do you welcome guests?
Staff: We smile and greet guests politely when they arrive.
Interviewer: How do you check in guests?
Staff: I ask for their ID and make a reservation in the system.
Interviewer: What do you do if there is a problem?
Staff: I try to solve the problem quickly and calmly.
Interviewer: Why is good communication important?
Staff: It helps guests understand information and feel happy.
Interviewer: How do you speak clearly?
Staff: I talk slowly and use simple words.
Interviewer: What is the lobby?
Staff: It is the first room where guests wait and relax.
Interviewer: How do you show empathy?
Staff: I listen carefully and understand how guests feel.
Interviewer: Why do you need patience?
Staff: Because some guests take time to decide or explain.
Interviewer: What is a bill?
Staff: It shows how much money the guest must pay.
Interviewer: How do you ask guests to pay attention?
Staff: I ask them to listen when I explain hotel rules or the bill.
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Can you answer these questions?
- How do staff welcome guests?
- When do you greet guests?
- What do you do to check in guests?
- How do staff solve problems?
- Why is good communication important?
- How do you speak clearly?
- What is the lobby?
- How do staff show empathy?
- Why do you need patience?
- What is a bill?
Possible answers :
- Staff welcome guests by smiling and greeting them politely.
- You greet guests when they arrive at the hotel.
- To check in guests, staff ask for ID and make a reservation.
- Staff solve problems quickly and calmly.
- Good communication helps guests understand information and feel happy.
- You speak clearly by talking slowly and using simple words.
- The lobby is the first room where guests wait and relax.
- Staff show empathy by listening carefully and understanding guests’ feelings.
- You need patience because some guests take time to decide or explain.
- A bill shows how much money the guest must pay.
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