Find a word or phrase in the text which means stop to think about something (phrase, P1)
pause for thought
Find a word or phrase in the text which means pleasant and likeable (formal adj., P3)
personable
Find a word or phrase in the text which means win very easily (idiom, P3)
win hands down
Find a word or phrase in the text which means something that encourages or motivates someone to do something (noun, P3)
incentive
Find a word or phrase in the text which means an unpleasant task (noun, P6)
chore
Look at the following expression and paraphrase it: "There's a human touch to it."
They take care of you as an individual person.
Look at the following expression and paraphrase it: They realise the customer is everything.
They did everything they could to please me.
Look at the following expression and paraphrase it: You get what you pay for.
It was a cheap hotel and the service wasn't very good.
Look at the following expression and paraphrase it: It's not just transactional.
You feel that they take care of you not only because you pay them to.
Look at the following expression and paraphrase it: They have a good grasp of what it's all about.
They understand what they need to do to provide good customer service.
Look at the following expression and paraphrase it: You know exactly what to expect.
You can always rely on the service in this hotel, wherever you are in the world. There are no unpleasant suprises.
Find and correct a mistake: Bars in the US provide good customer service because the staff is very friendly.
Bars in the US provide good customer service because the staff ARE very friendly.
Look at the article and find at least one description of hotel staff.
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