DEMOCRATIC AND POPULAR OF ALGERIA

MINISTRY OF HIGHER EDUCATION AND SCIENTIFIC RESEARCH

UNIVERSITY OF RELIZANE

FACULTY OF LETTERS AND LANGUEGES

DEPARTMENT OF ENGLISH

RESEARCH WORK

Unit Plan for the hospitality industry

Greetings and receiving guests

Presented by : Supervised by :

 BELARBI Maroua Dr BOUGANOUS

 KAROUI Ahlem Abdellah
 BENAICHA Marwa
 Greetings and recceiving guests

Lessons :
Listening skill……………………………………….
Speaking skill ………………………………………
Vocabulary………………………………………….
Reading……………………………………………..
Writing……………………………………………..
Greetings and receiving
guests
 Greeting and receiving guests
Introduction :
Welcoming and greeting your hotel guests is excellent an intergral part of creating
an excellent guest experience whether in hospitality ,business ,or social

Environments ,the first impression often sets the tone for the entire interaction .

Well focus on devloping the essential skills needed to create a welcoming

atmosphere ,ensuring that guests feel valued and appreciated from the moment they
arrive.

Learners will explore effective communication techniques, understand the importance

of body language,and practice personalized greetings.

Unit title : Greetings and receiving guests

Unit duration : 08/10
The objective of this unit :
By the end of this unit learners well develop essential skills for welcoming and
receiving guests in a prpfessional and friendly manner . by focusing on effective
communication techniques and practical exercises ,participants will be able to create
a positive first impression and ensure that guests feel valued and appreciated.
 Greetings and receiving guests

 UNIT : greetings and receiving guests

 LESSON : listening skill
 PROCEDURE :
1. Motivating learners through pictures
2. Teaching learners listening abilities
3. Making learners listen to an audio
4. Activities for cheking understanding
TIME :
MATERIALS : Pictures ,audios

 The aim of this lesson is to help learners improve their listening

skills so they can focus on guests ,understand their needs ,
respond well ,enhancing communication and the guest experience
 Greetings and receiving guests

 UNIT : greeting and receiving guests

 LESSON : vocabulary
 PROCEDURE :
1. Motivate learners orally
2. Offer verbal encouragement to students
3. Activities for practice and evaluation
TIME : 1hour and 30 min
MATERIALS : flach cardes , handoutes

 Objective : by the end of the lesson ,learner will have

acquired the vocabulary and profeciency needed to warmly
greet and engage with hotel guests
Vocabulary :
Duration : 1hour and 30min
Objective :
At the end of this session ,students will learn key vocabulary for
greetings and assisting guests ,helping them comunicate confidently .
Materials :
1. Flashcardes
2. handouts
objective :
 Greetings :
Formal expression :
1) Thank you for chosing our hotel
2) Our freindly team is available on a 24/7
3) Is there anything else ?
4) It my pleasure
Less formal expressions :
1) Hi/ Hello
2) Goodbye
3) Thank you

Practice : think about a farewell expression and creat a sentence using

it
Objective : at the end of this lesson my learner will honed the ability to
use welcom expressions effectively in crafting a welcoming and
iclusive environment

Making Reservations
Receptionist: Good morning. Welcome to The Grand Woodward Hotel.
Client: Hi, good morning. I'd like to make a reservation for the third weekend in September. Do
you have any vacancies?
R: Yes sir, we have several rooms available for that particular weekend. And what is the exact
date of your arrival?
C: The 24th.
 R: How long will you be staying?
C: I'll be staying for two nights.
R: How many people is the reservation for?
C: There will be two of us.
R: And would you like a room with twin beds or a double bed?
C: A double bed, please.
R: Great. And would you prefer to have a room with a view of the ocean?
C: If that type of room is available, I would love to have an ocean view. What's the rate for the
room?
R: Your room is five hundred and ninety dollars per night. Now what name will the reservation be
listed under?
C: Charles Hannighan.
R: Could you spell your last name for me, please?
C: Sure. H-A-N-N-I-G-H-A-N
R: And is there a phone number where you can be contacted?
C: Yes, my cell phone number is 555-26386.
R: Great. Now I'll need your credit card information to reserve the room for you. What type of
card is it?
C: Visa. The number is 987654321.
R: And what is the name of the cardholder?
C: Charles H. Hannighan.
R: Alright, Mr. Hannighan, your reservation has been made for the twenty-fourth of September
for a room with a double bed and view of the ocean. Check-in is at 2 o'clock. If you have any
other questions, please do not hesitate to call us.
C: Great, thank you so much.
R: My pleasure. We'll see you in September, Mr. Hannighan. Have a nice day.

Activity1 : highlight the greeting expression in this conversation

Activity 2 : practice this conversation with your freind
 Objective :
 Greetings and receiving guests

Reading skills :
creating lasting impressios : the key to Exceptional guest Experiences

First impressions are super important in hospitality , when guests arrive and are
greeted warmly , it makes them feel special right away
A freindly welcom can set a positive mood for their entire stay and helps them feel
more comfortable in the hotel . this initial interaction can shape how they see the hotel
and its staff , leading to happier guests who might want to come back .
Good communication is key when welcoming guests . staff should be freindly and
engage with guests by smiling and making eye contact .this helps build a connection
and shows that staff care about their needs .by sharing helpful information about the
hotels services and amenities , staff can ensure guests feel informed and ready to
enjoy their stay.
Creating a welcoming atmosphere is more than just a nice greeting . The overall
environment matters too ! things like cleanliness, nice decor, and even pleasent scents
in the lobby can make a big defference. When staff members are approachable and
ready to to help, it makes guests feel at home and encourages them to relax and enjoy
their hotel.
Finally, handeling guest interactions with care is really important .staff should be
prepared to listen to any concernes or compliments and address them with kindness.
When guests see that their issues are taken seriously and resolved quickly ,it builds
trust . this way,even if somthing goes wrong , guests can leave with a positive
impression of the hotel and a desire to return.

Pre-reading :look at the pictures ;discuss with your classmate then describe
what you can see on them.
 Note : pair works
  Aim : learners will be able to visually engage and stimulate their curiosity
about the text.

2- What is a memorable experience you have had while staying at hotel or

dining at a resturant that made a strong first impression on you ?

 Aim : to help learners think about their own experiences with hotels or
resturants

While- reading
Activity 01 : read the text and choose the best answer .
1 . What is the most important quality for hotel staff ?

a) Freindliness
b) Technical skills
c) Experience

2 . How should a hotel stuff member greet a guest ?

a) Ignore them
b) Smile and say hello
c) Ask them to wait

3 . What should a hotel staff member do if a guest looks confused ?

a) Point them in a direction

b) Ask if they need assistance
c) Walk away

4 . Which of the following is a common mistakes made by hotel staff when

greeting guests ?

a) Not making eye contact

b) Using the guest’s name
c) Offering help

5.What is the best way to make a guest feel welcom upon arrival ?

a) Stand behind the counter

b) Greet them warmly and offer assistance
c) Focus on paper work
 6.What should a hotel staff member do if guest looks lost ?

a) Point them in the direction

b) Ask if they need help
c) Ignore them

7.Which of the following is a common mistake made by hotel staff when

greeting guests ?

a) Making eye contact

b) Using the guest ‘s name
c) Not smiling

8 .When receiving a guest ,what is the best practice ?

a) Stand behind the counter

b) Welcom them warmly and offer assistance
c) Focus on your phone

 Aim : help learners to understand the key aspects of providing excellent guest
experiences in a hotel setting.

Activity02 : re-read the text and answer by true or false

1. A warm greeting can create a positive first impression.( …………..)
2. Effective communication is not necessary when welcoming
guests(………….)
3. The atmosphereof a hotel has no impact on guest
satisfaction(………….)
4. Listeningto guest concerns can help build trust(……………)
5. A guest’s first impression is formed only after they chek into their
room(……………..)

Activity 03 : answer the questions below

1. Why is it important for hotel staff to greet guests warmly ?
2. What should hotel staff do if a guest expresses dissatisfaction ?
3. How can hotel staff remember a guest’s name ?
4. What is common mistake hotel staff make when dealing with guests ?
5. What techniques can be used to creat a welcoming atmosphere ?
  Aim : to help learners understand how hotel staff can creat a
positive first impression and foster a welcoming environment for
guests

Post-reading :
Now that we’ve explored the importance of first impressions in hospitality ,
take a moment to think about how you can apply these techniques in real-life
situations.Do you have any questions or experiences to share ?

 Aim : the aim of these questions is to help learners understand the essential
qualities and techniques hotel staff need to creat a positive first impression
and enhace the overall guest experience

 Greetings and receiving guests

UNIT : greeting and receiving guests

LESSON: Reading skill

PROCEDURE:

1. Use pictures to motivate learners

2. Prepare learners for the reading session
3. Read the text aloud
4. Evaluate learner’s prior knowledge through various activities
5. Conduct activities to assess comprehension of the text

TIME:two hours

MATERIALS:

 Pictures
 Handouts
 text