1. Communication
Communication means talking and listening in a good way. In hospitality, you speak with guests, your team, and your manager every day. Use polite words like “please,” “thank you,” and “sorry.” Always smile and look friendly. Listen carefully when people speak to you. If you do not understand, ask again kindly. Speak slowly and clearly, especially with guests from other countries. Use simple words and a warm tone. Good communication helps people feel welcome and happy. It also helps you do your job better and avoid mistakes. When you speak well and listen well, guests will trust you and enjoy their stay.
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Communication – Talking or writing to share ideas or information.
In a good way – Doing something nicely or correctly.
Polite words – Kind and respectful words like “please” and “thank you.”
Kindly – In a friendly and caring way.
Especially – More than others; in a special way.
A warm tone (speaking) – Speaking with a friendly and nice voice.
To feel welcome – To feel happy and comfortable when you arrive somewhere.
To avoid mistakes – To try not to do something wrong.
To trust somebody – To believe someone is honest and good.
To enjoy a stay – To have a good time while you are visiting a place.
2. Customer Service
Customer service means taking good care of guests. In hospitality, guests must always feel happy and comfortable. Smile and say hello when they arrive. Be friendly and helpful all the time. Listen to what guests need and try to help quickly. If there is a problem, stay calm and be polite. Say “sorry” and find a way to fix it. Never argue with guests. Even small acts of kindness, like opening a door or giving directions, can make guests feel special. Good customer service means patience, kindness, and respect. When guests are happy, they will come back and tell others about your hotel or restaurant.
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Customer service – Helping guests or customers in a friendly way.
To take care of guests – To help guests and make sure they are happy.
To feel comfortable – To feel relaxed and good.
To be helpful – To do things that make it easier for others.
To try to help quickly – To help fast when someone needs something.
To stay calm – To not get angry or worried.
To be polite – To use kind words and good manners.
To fix a problem – To make something work again or make it right.
To argue with a guest – To speak in an angry way with a guest.
An act of kindness – Doing something nice for someone.
To give directions – To tell someone how to go to a place.
To make a guest feel special – To do something kind so a guest feels happy and important.
3. Teamwork
Teamwork means working together with other people. In hotels and restaurants, many people work as a team — in the kitchen, at the front desk, or cleaning rooms. Everyone has a job, but all help each other. Good teamwork means talking nicely, listening, and being kind. If someone needs help, offer to help them. When there is a problem, try to fix it together. Do not blame others. Working as a team makes the job easier and faster. It also makes the place feel friendly and happy. Guests can see when staff work well together. Good teamwork helps everyone do a better job and gives guests a great experience.
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A cleaning room (hotel) – A room where staff clean and make the hotel ready for guests.
To talk nicely – To speak in a friendly and kind way.
To be kind – To do nice things for others.
To offer help – To say you want to help someone.
To fix a problem – To make something right or work again.
To blame others – To say someone else did something wrong.
To give guests a great experience – To make guests happy and enjoy their stay.
4. Punctuality & Reliability
Punctuality means coming to work on time. Reliability means people can trust you to do your job. In hospitality, these skills are very important. When you are late, other workers must wait for you or work harder. Always plan to arrive a few minutes early. Being reliable means doing your tasks well every day and following instructions. If you cannot come to work, tell your manager as soon as possible. When you are on time and do your job well, people respect you. It shows that you care about your work and your team. Punctual and reliable workers make guests happy and help the hotel or restaurant run smoothly.
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Punctuality – Being on time.
Reliability – Being someone people can trust to do things well.
To trust somebody – To believe that someone is honest and good.
A skill – Something you can do well.
To be late – To arrive after the correct time.
To be reliable – To do what you say and do it well.
To do a task well – To finish work in a good way.
To follow instructions – To do what someone tells you step by step.
As soon as possible (ASAP) – To do something quickly, without waiting.
To be on time – To arrive at the right time.
To respect somebody – To be kind and polite to someone.
To run smoothly – To work without problems.
5. Problem-Solving
Problem-solving means finding answers when something goes wrong. In hospitality, small problems can happen every day. Maybe a guest gets the wrong room, or the food is late. When this happens, stay calm and polite. Listen carefully to what the guest says. Say “sorry” and try to fix the problem quickly. If you cannot fix it alone, ask your manager for help. Always smile and speak kindly. When you help guests in a good way, they will feel happy and safe. Good problem-solving also means thinking clearly and staying positive. It helps you learn, grow, and do better in your job every day.
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Maybe – It is possible, but not sure.
The food is late – The food comes later than expected.
To stay calm – To not get angry or worried.
To be polite – To use kind words and good manners.
To fix a problem – To make something right or work again.
To speak kindly – To talk in a friendly and nice way.
In a good way – Doing something nicely or correctly.
To feel safe – To not feel danger or worry.
To think clearly – To understand and decide easily.
To stay positive – To think in a happy and good way.
To grow (as a person) – To learn and become a better person.
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List of useful vocabulary:
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