Levels & career tracks
Curso básico · A1–A2
Nivel A1.1 — IdentidadNivel A1.2 — Rutinas y entornoNivel A2.1 — Contando el mundoNivel A2.2 — Comparando y proyectandoIntermedio · B1–B2
Level B1.1 — Connecting experiencesLevel B1.2 — Narrating and describingLevel B2.1 — ArguingLevel B2.2 — NuanceProfesional / Avanzado · C1–C2
Level C1.1 — PrecisionLevel C1.2 — Register and discourseLevel C2.1 — StyleLevel C2.2 — Native masteryInglés técnico y especialización
Career Track BusinessCareer Track Economics and FinanceCareer Track Business AdministrationCareer Track Information Systems EngineeringCareer Track Educational SciencesCareer Track Medicine and Health SciencesCareer Track Tourism and Hospitality Current levelCareer Track Occupational Health and SafetyCareer Track Legal EnglishSpecialized Track · Career
Moving beyond front-desk basics, this lesson covers hotel management, guest experience strategy, and event coordination.
Why this matters This lesson connects directly to your progress: it covers hotel operations and management; guest experience and events; revenue and business operations. Mastering this content lets you move forward confidently, and reinforces patterns you'll use again later. Take time to review every example before moving to the assessment — repetition is what actually locks knowledge in long-term.
01
The goals of this lesson.
02
You already know basic hospitality vocabulary. This lesson covers hotel operations and guest experience management.
03
Terms for daily operations, staffing, and coordination between departments.
Examples
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Vocabulary for concierge services, event planning, and guest satisfaction.
Examples
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Terms for pricing strategy, forecasting, and business performance.
Examples
06
Read the text and answer the questions. You can try as many times as you want.
Occupancy rates increased significantly during the holiday season, prompting the revenue management team to adjust pricing based on demand. "We're upselling premium packages to increase revenue," the front desk manager explained, "while also tracking guest satisfaction through post-stay surveys."
Meanwhile, the event coordinator was finalizing wedding arrangements, working closely with the catering team on a customized menu. "We need to coordinate with housekeeping for early check-ins," she noted, "and resolve this overbooking issue immediately before the guests arrive."
1. When did occupancy rates increase?
2. What is the front desk manager doing to increase revenue?
3. How is guest satisfaction tracked?
4. What is the event coordinator finalizing?
5. What issue needs to be resolved immediately?
💪 You're managing complex hospitality operations with confidence! Review this lesson, or continue to the Advanced level.
07
A second reading, a bit longer. Read it and answer the questions below.
During peak season, the hotel found itself overbooked after a group booking arrived a day early. “We're fully booked, but let's see how we can accommodate everyone,” the manager told the front desk team.
The concierge offered a complimentary upgrade to a nearby partner hotel for two guests who agreed to move. “We want to go the extra mile so no one feels turned away,” she explained. The manager also decided to waive the resort fee for the inconvenience, and the guests left satisfied.
1. Why was the hotel overbooked?
2. What did the manager tell the front desk team?
3. What did the concierge offer two guests?
4. Why did the concierge want to go the extra mile?
5. What did the manager decide to waive?
08
Tap a term on the left, then tap its matching definition on the right. Ungraded — repeat as many times as you like.
Term
Definition
09
Usa las pistas para completar cada palabra en inglés. Sin calificar — repite las veces que quieras.
10
The essentials of this lesson, summarized.
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Key terms to remember.
putting a system or plan into practice
Collocations: implementing a system, currently implementing, fully implementing
the percentage of rooms filled at a given time
Collocations: occupancy rate, high occupancy, occupancy levels
to require something for good guest service
Collocations: need to handle, dire need, needs attention
an organized occasion, such as a wedding or conference
Collocations: event coordinator, plan an event, event management
encouraging a customer to buy something more expensive
Collocations: upselling techniques, upselling strategy, successfully upselling
the reception area of a hotel
Collocations: front desk, front office, front desk staff
a planned schedule of a trip
Collocations: detailed itinerary, follow the itinerary, adjust the itinerary
having more reservations than available rooms
Collocations: overbooked flight, overbooked hotel, handle being overbooked
given for free as a courtesy
Collocations: complimentary breakfast, complimentary upgrade, complimentary Wi-Fi
the busiest time of year for travel
Collocations: during peak season, peak season rates, avoid peak season
a hotel staff member who assists guests with requests
Collocations: concierge service, ask the concierge, concierge desk
a reservation for a large group
Collocations: manage a group booking, group booking discount, large group booking
12
Expressions used by hotel and event staff managing guests and operations.
13
Tap the words in the correct order to form the sentence. Ungraded — repeat as many times as you like.
14
Tap the correct verb form to complete each sentence. The other options are conjugations from other tenses — on purpose, so you learn to tell them apart.
The desk manager oversees daily hotel operations
The team prepared a customized menu for the conference
The agency specializes in luxury adventure packages
We're booking trends to forecast seasonal demand
We're logistics for the international conference
15
Listen to the full dialogue with the speaker buttons first, then fill in the missing words from this lesson's real conversation. Ungraded — repeat as many times as you like.
Why are our rates dropping this
We're upselling too — guest satisfaction is high, but revenue is
16
You need at least 80% to unlock the next lesson. You can retake it as many times as you want — your best score is saved.
1. Select the correct match for: "We're training staff on cultural sensitivity for international guests."
2. "We need to coordinate with housekeeping for early check-ins." — which one is correct?
3. What does this mean: "The guest requested a late checkout due to their flight schedule."?
4. "We're analyzing booking trends to forecast seasonal demand." — which one is correct?
5. Choose the equivalent of: "The travel agency specializes in luxury adventure packages."
6. "We need to resolve this overbooking issue immediately." — which one is correct?
7. What does this mean: "We're tracking guest satisfaction through post-stay surveys."?
8. "We need to handle this guest complaint diplomatically." — which one is correct?
9. Select the correct match for: "The concierge arranged a private dinner reservation for the guests."
10. Select the correct match for: "The destination management company organized the entire itinerary."
Review — Lesson 80 What matches: "The professional learning community meets biweekly to discuss best practices."?
Review — Lesson 80 What matches: "We're conducting a program evaluation to assess institutional effectiveness."?
17
You now manage operations and guest experience. Next lesson: strategy, marketing, and crisis management.
18
Practice this lesson's vocabulary with a word search and flashcards. Ungraded — play as many times as you like.
Tap the first and last letter of a hidden word to find it. Los términos de varias palabras van sin espacios en el tablero (ej. "give up" aparece como GIVEUP).
Elige la respuesta correcta. Si aciertas, la tarjeta queda lista por hoy; si fallas, vuelve a aparecer pronto para reforzarla. Tu progreso se guarda en este dispositivo.