🥳👄Your Personal New Year Reset in Hospitality, part 3/7 (A2)🥳👄

• Analyze: Your Personal Direction

At the start of the new year, I think about my personal direction in hospitality. I ask myself what kind of tourism worker I am becoming. I believe I am becoming a relationship builder and a problem solver. I like to help people and make them feel welcome. When guests are tired or stressed, I try to stay calm and friendly.

My best skill is good talking. I can listen to guests and speak in a clear and simple way. I am patient and polite. Many guests need support when they travel. They may feel confused, worried, or lost. They need someone who can explain things and help them feel better.

My best skill plus what guests need is my focus.
Good talking plus stressed guests equals guest support expert.

As a guest support expert, I want to help guests enjoy their trip. I can answer questions, give information, and solve small problems. I can help guests check in, find places, or understand schedules. When guests feel supported, they are happier and more relaxed.

In the future, I want to work in a hotel or tourism office. I want to build good relationships with guests and coworkers. This direction is good for me and for the guests.

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Vocabulary:

• personal direction: what you want to do in your life or job
• relationship builder: a person who makes good connections with people
• problem solver: a person who helps fix problems
• to be tired: to need rest
• to stay calm: to feel quiet and not angry
• to be friendly: to be kind and nice to people
• a skill: something you can do well
• to be patient: to wait calmly
• to support: to help someone
• to feel confused: to not understand something
• to be worried: to feel afraid or nervous
• to explain something: to tell how something works
• a focus: the main thing you work on
• a guest support expert: a person who helps guests
• to enjoy: to like something
• a schedule: a plan of times
• to feel supported: to feel helped
• to be relaxed: to feel calm and comfortable
• a relationship: how people know and feel about each other

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Match the words (1–18) with the meanings (A–R).

Words:

1. personal direction
2. relationship builder
3. problem solver
4. to be tired
5. to stay calm
6. to be friendly
7. a skill
8. to be patient
9. to support
10. to feel confused
11. to be worried
12. to explain something
13. a focus
14. a guest support expert
15. to enjoy
16. a schedule
17. to feel supported
18. a relationship

Meanings:
A. to like something
B. to feel afraid or nervous
C. to feel helped
D. something you can do well
E. a plan of times
F. to wait calmly
G. a person who helps fix problems
H. what you want to do in your life or job
I. to not understand something
J. to feel calm and not angry
K. a person who makes good connections with people
L. how people know and feel about each other
M. to need rest
N. to be kind and nice to people
O. to tell how something works
P. the main thing you work on
Q. a person who helps guests
R. to help someone

_____________________

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

_____________________

Correct version:

personal direction – what you want to do in your life or job

relationship builder – a person who makes good connections with people

problem solver – a person who helps fix problems

to be tired – to need rest

to stay calm – to feel calm and not angry

to be friendly – to be kind and nice to people

a skill – something you can do well

to be patient – to wait calmly

to support – to help someone

to feel confused – to not understand something

to be worried – to feel afraid or nervous

to explain something – to tell how something works

a focus – the main thing you work on

a guest support expert – a person who helps guests

to enjoy – to like something

a schedule – a plan of times

to feel supported – to feel helped

a relationship – how people know and feel about each other

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True or false:

1. A personal direction is what you want to do in your life or job.
2. A schedule is a person who helps guests.
3. A guest support expert helps guests feel calm and happy.
4. To be tired means to feel excited.
5. A relationship builder makes good connections with people.
6. To explain something means to hide information.
7. In hospitality, good talking can help stressed guests.
8. To feel confused means to understand everything clearly.
9. A skill is something you can do well.
10. To stay calm means to be angry and loud.
11. A guest support expert never talks to guests.
12. To be friendly means to be kind and nice to people.
13. A focus is the main thing you work on.
14. To feel supported means to feel helped.
15. To be patient means to get angry quickly.

_______________________

Answers.

1-T, 2-F, 3-T, 4-F, 5-T, 6-F,
7-T, 8-F, 9-T, 10-F, 11-F,
12-T, 13-T, 14-T, 15-F
_______________________

Correct version:

1. A personal direction is what you want to do in your life or job.
2. A schedule is a person who helps guests. True is: A schedule is a plan of times.
3. A guest support expert helps guests feel calm and happy.
4. To be tired means to feel excited. True is: To be tired means to need rest.
5. A relationship builder makes good connections with people.
6. To explain something means to hide information. True is: To explain something means to tell how something works.
7. In hospitality, good talking can help stressed guests.
8. To feel confused means to understand everything clearly. True is: To feel confused means to not understand something.
9. A skill is something you can do well.
10. To stay calm means to be angry and loud. True is: To stay calm means to feel quiet and not angry.
11. A guest support expert never talks to guests. True is: A guest support expert helps guests.
12. To be friendly means to be kind and nice to people.
13. A focus is the main thing you work on.
14. To feel supported means to feel helped.
15. To be patient means to get angry quickly. True is: To be patient means to wait calmly.

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Fill in, words below:

helper – hotel – relationship – direction – supported –
staff – local – focus – storyteller –
problems – relaxed –
plus – building

1. At the start of the new year, you can think about your personal __________ in hospitality.
2. A tourism worker can be a problem solver, __________, organizer, or relationship builder.
3. My best skill plus what guests need equals my __________.
4. Good talking __________ stressed guests equals guest support expert.
5. Local knowledge plus small groups equals__________ experience guide.
6. Good organization plus busy places equals operations __________.
7. A guest support expert helps guests feel ____________.
8. Guests feel more __________ when they get support.
9. In the future, a tourism worker can work in a __________ or travel office.
10. __________ good relationships with guests is important.
11. A __________ builder enjoys helping people feel welcome.
12. Problem solvers help guests with questions and small __________.
13. Guests enjoy their trip more when __________help them.

_____________________

Correct version:

1. At the start of the new year, you can think about your personal direction in hospitality.
2. A tourism worker can be a problem solver, storyteller, organizer, or relationship builder.
3. My best skill plus what guests need equals my focus.
4. Good talking plus stressed guests equals guest support expert.
5. Local knowledge plus small groups equals local experience guide.
6. Good organization plus busy places equals operations helper.
7. A guest support expert helps guests feel supported.
8. Guests feel more relaxed when they get support.
9. In the future, a tourism worker can work in a hotel or travel office.
10. Building good relationships with guests is important.
11. A relationship builder enjoys helping people feel welcome.
12. Problem solvers help guests with questions and small problems.
13. Guests enjoy their trip more when staff help them.

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Multiple choice, one answer correct:

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1. What should you think about at the start of the new year in hospitality?
   A. Your job plan
   B. Your favorite food
   C. The weather outside
2. Which role can a tourism worker have?
   A. Driver
   B. Problem solver
   C. Teacher
3. What equals your focus?
   A. My best skill + what guests need
   B. Doing everything at random
   C. Sleeping all the time
4. Good talking plus stressed guests makes you a:
   A. Cleaner
   B. Guest support expert
   C. Driver
5. Local knowledge plus small groups makes you a:
   A. Factory worker
   B. Chef
   C. Local experience guide
6. Good organization plus busy places makes you a:
   A. Operations helper
   B. Singer
   C. Painter
7. What does a guest support expert do?
   A. Ignores guests
   B. Helps guests
   C. Counts money
8. Why do guests feel more relaxed?
   A. Rooms are empty
   B. Staff help them
   C. They wait alone
9. Where can a tourism worker work in the future?
   A. Hotel or travel office
   B. Only in a park
   C. Only in a school
10. What is important for a relationship builder?
    A. Sleeping
    B. Helping guests
    C. Ignoring guests
11. What do problem solvers do?
    A. Only clean rooms
    B. Help guests
    C. Only take photos
12. When do guests enjoy their trip more?
    A. When staff talk only to each other
    B. When staff are absent
    C. When staff help them

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______________________

Correct answers:
1-A, 2-B, 3-A, 4-B, 5-C,
6-A, 7-B, 8-B, 9-A,
10-B, 11-B, 12-C
______________________

1. What should you think about at the start of the new year in hospitality? – Your job plan
2. Which role can a tourism worker have? – Problem solver
3. What equals your focus? – My best skill + what guests need
4. Good talking plus stressed guests makes you a: – Guest support expert
5. Local knowledge plus small groups makes you a: – Local experience guide
6. Good organization plus busy places makes you a: – Operations helper
7. What does a guest support expert do? – Helps guests
8. Why do guests feel more relaxed? – Staff help them
9. Where can a tourism worker work in the future? – Hotel or travel office
10. What is important for a relationship builder? – Helping guests
11. What do problem solvers do? – Help guests
12. When do guests enjoy their trip more? – When staff help them

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Complete the sentences with words from the text:

1. Good talking + stressed guests → ________
2. Good talking + stressed guests → ________
3. Local knowledge + small groups → ________
4. Local knowledge + small groups → ________
5. Good organization + busy places → ________
6. Good organization + busy places → ________
7. My best skill + what guests need → ________
8. My best skill + what guests need → ________

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Correct answers:

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1. Good talking + stressed guests → Guest support expert
2. Good talking + stressed guests → Helps guests feel supported
3. Local knowledge + small groups → Local experience guide
4. Local knowledge + small groups → Provides local experiences
5. Good organization + busy places → Operations helper
6. Good organization + busy places → Helps with busy places
7. My best skill + what guests need → My focus
8. My best skill + what guests need → Guest support expert

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