2.1 Listening to Understand

Module 2 – Lesson 2.1: Listening to Understand (Level A2–B2)
This lesson teaches you how to listen actively and professionally to guests. You will learn how to show attention, confirm guest requests, and respond politely using clear and simple English. The focus is on real hospitality communication where listening is just as important as speaking. This lesson helps you build trust and stronger guest relationships through empathy and service mindset.

Learning Outcomes – After this lesson you will be able to:

• Use active listening techniques in guest conversations

• Show care and understanding through polite responses

• Confirm guest requests clearly to avoid mistakes

• Respond confidently in different guest situations