Unit 15 — Going the extra mile

This unit teaches relevant vocabulary to provide great customer service, and is demonstrated in an interview with a hotel concierge.

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Core Training Activities

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Vocabulary Builder Activity

Students will learn the following key terms and phrases:

Bend the rules Craving Demanding Discretion Exceed Fulfill Fussy Go the extra mile Let down Modify No-show Pop out Sort out Take care of Track down Try your best Vegan Vegetarian Wedding reception Welcome basket

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Reading Activity: Interview with a concierge

Improve your reading comprehension and vocabulary in context with our interactive reader.

Presenter: Hello and welcome to another edition of ‘Talk Back’. Today we are talking about unusual requests and we are joined by Mark Tomas, a concierge from a well-known hotel in the city. Concierge: Hello everyone. It’s a pleasure to be here with you. Presenter: So Mark, can you tell us which hotel you work in? Concierge: I am afraid not. I will be telling you some true stories about some of…

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Reading Comprehension Quiz

Test your understanding of the reading material with a quick comprehension quiz.

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Multiple Choice Activity

Students will be able to select the best match between unit terms and their definitions.

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Listening Comprehension Activity

Students will be able to listen to short audio clips in English and then spell them correctly.

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Spelling and Recognition

Students will be able to identify and spell a vocabulary term correctly given only the definition.

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Speaking Practice Activity

Master your pronunciation by recording yourself and receiving feedback from native-speaking teachers.

The restaurant is famous for their Beef Wellington, which can be modified to a vegetarian version by using egg plant instead of beef.

The restaurant was fully booked last night but there were 7 no-shows, so in the end they only served 37 covers.

The hotel employs three child-minders who can take care of your children when needed.

... and more sentences to practice.

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Writing Practice Activity

Improve your formal and informal writing skills with guided essay questions and professional correction.

Which of the requests described is the most unusual for you?
Do guests expect too much from hotel staff? Why/why not?

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