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Hassan worked at a big hotel in the city center. He was a front desk clerk. Every morning, he arrived early and put on his . He liked his job because he met many people. One Tuesday morning, Hassan came to work and saw a long line of guests. The computer was not working. Hassan could not check guests in or out. He could not find any information. The phone was ringing all the time. Other staff members looked worried. Hassan took a deep breath. He knew he needed to stay . He walked to the and smiled at the waiting guests. "Good morning, everyone. Thank you for your ," he said. He wanted to show them that everything was going to be okay.
Hassan called his manager, Sara. "Sara, the computer is down. I need help," he said. Sara told him to use paper forms for now. Hassan found some blank forms in the back office. He brought them to the front desk. "I am sorry for the wait," he said to the first guest. "Can I have your name, please?" The guest said, "My name is Mr. Tanaka. I have a for three nights." Hassan wrote the information on the paper form. He gave Mr. Tanaka a room key. "Your room is on the fifth floor," Hassan said. Mr. Tanaka smiled and said, "Thank you for your help." Hassan helped the next guest the same way. One by one, he checked in all the guests.
It was slow, but it worked. After two hours, a came to fix the computers. Hassan continued helping guests while they waited. He offered water and coffee to the people in the . "Please have a seat. We will be with you soon," he told them. Some guests were , but Hassan always spoke . He said, "I understand. I am very sorry for the problem." By lunchtime, the computers were working again. Hassan entered all the paper information into the . Sara came to the and said, "Hassan, you did a great job today." Hassan felt proud. He learned that staying is very important during a problem. The other staff members thanked him too. It was a hard day, but Hassan it well. He went home tired but happy.
the large entrance area inside a building like a hotel
"The guests were waiting in the hotel lobby."
an arrangement to have something kept for you, like a hotel room
"I made a reservation for two nights."
the ability to wait calmly without getting angry
"Thank you for your patience while we fix the problem."
a set of connected things, like computers, that work together
"The computer system stopped working this morning."
special clothes that workers wear for their job
"Hassan put on his uniform before starting work."
not excited, nervous, or upset; peaceful
"Hassan stayed calm even when the guests were angry."
in a way that shows good manners and respect
"He always spoke politely to the guests."
a person whose job is to fix machines or equipment
"The technician came to repair the computer."
feeling unhappy, worried, or angry about something
"Some guests were upset about the long wait."
to deal with a situation or problem
"Hassan handled the problem very well."
check in
to register at a hotel when you arrive
"The guests needed to check in at the front desk."
stay calm
to remain relaxed and not get worried or angry
"It is important to stay calm during a difficult situation."
I am sorry for the wait
a polite way to apologize when someone has been waiting
""I am sorry for the wait. How can I help you?" Hassan said."
one by one
one at a time, one after another
"Hassan helped the guests one by one."
do a great job
to perform a task very well
"Sara told Hassan that he did a great job."
the system is down
the computer or technology is not working
""The system is down, so we will use paper forms," Hassan said."
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