N3- Immune Reading speaking comprehension

Chapter 2

Chapter 2

Reading

Be able to:

• greet guests professionally and create a positive first impression;

• use polite expressions when welcoming visitors and checking reservations;

• identify guests' needs and respond appropriately to requests and complaints;

• apply problem-solving techniques in realistic tourism situations;

• participate in role-plays and simulations using appropriate verbal and non-verbal communication;

• write a short professional response to a guest's complaint.