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IELTS Speaking Part 2: IELTS Cue Card/ Candidate Task Card.

[The topic for your talk will be written on a card which the examiner will hand over to you. Read it carefully and then make some brief notes.]

Describe a time when you received good service from a hotel or a restaurant.

You should say:

• where it was
• when it was
• what, in your opinion, made it a good service

and explain how you felt about it.

[Instruction: You will have to talk about the topic for one to two minutes. You have one minute to think about what you're going to say. You can make some notes to help you if you wish.]

Model Answer 1:
My friends tell me that I am a bit too picky when choosing a restaurant or food places where I would like to sit and enjoy my food. In fact, I hardly ever give any compliments to a restaurant, even when I like their food or service. But today, I would like to talk about a time when I not only liked the services of a restaurant but also offered my compliments to them along with a hefty tip.

It happened a few years ago when I travelled to a very popular tourist spot in my country to spend my annual holidays for a week. By the way, it was a very crowded place, and the restaurants remain very busy as long as they keep open. So, I was under the impression that it would be very difficult for the restaurants to maintain a good standard of service, let alone some world-class service, since too many customers visit them. But I was proved wrong when I visited a Japanese restaurant to try “sukiyaki” (a one-pot dish of mutton, vegetables, and tofu cooked with a sweet soy sauce broth in a shallow cast-iron pot).

In fact, from the moment of entering the restaurant to finishing the food, it was a magical experience that swept my heart unlike ever before. The collection of cutlery, glassware, serving dishes, and other items - used for decoration purposes - at the restaurant was just too exquisite and elegant to handle. The food was prepared and cooked to perfection, and the staff there had all the tricks up their sleeves to make me feel as if I were their only customer to serve.

Needless to say, after visiting that restaurant, I had no other choice but to compliment them for their world-class services since there wasn’t a thing that I could complain about. Besides, I felt that a person can’t possibly expect anything more from a restaurant when it does everything right to treat its customers as their only special guests. I am so glad that I actually visited that restaurant.

Model Answer 2: 
Oh, thank you a ton for the opportunity to let me talk about a time when I received excellent service from a hotel or a restaurant. Well, I can still remember such an experience vividly because it was one of those rare times when the service felt truly special. It was about two years ago when I travelled to Kuala Lumpur, Malaysia, for a short holiday. I stayed at a hotel called The Majestic Hotel, which is quite well-known for its heritage charm and impeccable service.

From the moment I stepped into the lobby, I knew it was going to be a memorable stay. The staff greeted me with warm smiles and a welcome drink, and they even addressed me by name before I had introduced myself. I think they had checked my booking details in advance, which made it feel very personal. My room wasn’t quite ready when I arrived, but instead of making me wait uncomfortably, they invited me to their lounge area and offered complimentary tea and snacks while they prepared it.

What really impressed me was the attention to detail. When I finally got to my room, there was a small handwritten note on the desk saying, “We hope you enjoy your stay in Kuala Lumpur - let us know if there’s anything we can do to make it better.” Alongside that, they had placed a little box of local chocolates, which I thought was such a thoughtful touch.

Throughout my stay, the staff went above and beyond - from helping me plan day trips to even arranging a surprise slice of cake in my room on my birthday, which they must have noticed from my passport at check-in. The service never felt forced or overly formal; it was warm, genuine, and effortless. I left the hotel feeling genuinely valued as a guest. That’s why, even now, whenever I think about excellent customer service, this hotel in Kuala Lumpur immediately comes to mind.

Sample Answer 3:
Thank you for giving me this interesting topic. I’d like to share an experience I had in Paris last year, when I visited a restaurant that gave me the best service I’ve ever received.

I was in Paris on a business trip to explore the possibility of expanding my readymade garments business into the local market. I had flown in from Malaysia and stayed with one of my childhood friends who has been living there for several years. One evening, he suggested that we go out for supper, and we ended up at this charming little restaurant that completely exceeded my expectations.

From the moment we walked in, I could tell they really valued their customers. The staff greeted us warmly and led us to a beautifully arranged table. After placing our order, the food arrived surprisingly quickly - no long waits or awkward pauses. The dishes were fresh, flavourful, and cooked in a style I hadn’t experienced before. I still remember how each bite was packed with taste, and you could tell that a lot of thought had gone into both the preparation and the presentation.

The restaurant’s interior was simple yet elegant, with soft lighting and a cosy seating arrangement that made the atmosphere even more enjoyable. The prices were reasonable, which was a pleasant surprise in a city like Paris. What really stood out to me, though, was the personal touch - halfway through our meal, the manager came over to ask about the food and whether we were satisfied. It didn’t feel like a scripted routine; it genuinely seemed like they cared about our experience.

I left that restaurant feeling valued and impressed. I’ve eaten in many good places, but this one had the perfect combination of great food, efficient service, and genuine hospitality. It’s the kind of place that stays in your memory long after the trip is over.

Idea generation for this Candidate task card / Cue card topic:

This topic asks you to describe an occasion when a hotel or restaurant impressed you with excellent service. Mention where and when it happened, what exactly made the service stand out, and how you felt about the experience. Here are several detailed ideas you can adapt:

1. Boutique hotel with thoughtful early check-in:
I arrived hours before the official check-in time after an overnight journey. The front desk offered a quiet lounge, a complimentary hot drink, and arranged an expedited room preparation. They also sent a text the moment the room was ready and upgraded me to a quieter floor without being asked. The proactive communication and empathy made it exceptional, and I felt genuinely cared for rather than processed like a number.

2. Family-run guesthouse that handled a food allergy perfectly:
At breakfast, I mentioned a nut allergy. The host immediately showed me ingredient lists, prepared a separate pan, and labelled items on the buffet with handwritten notes. They even packed a small nut-free snack for my day trip. The attention to safety and transparency turned a potential stress into comfort, and I felt relaxed and confident about eating there.

3. Business hotel that rescued a presentation:
The night before a client meeting, my laptop adapter failed. The concierge sourced a compatible charger from lost-and-found, printed my slides, and reserved a small meeting room for a quick tech check. They followed up with a reminder call in the morning. The speed and problem-solving mindset made the service outstanding, and I felt supported and calm during a high-pressure moment.

4. Beach resort with seamless celebration setup:
I mentioned at check-in that it was an anniversary trip. Housekeeping arranged rose petals, a handwritten note, and a small dessert delivered at sunset - at no extra charge. The restaurant staff then discreetly timed a song and candle when we arrived for dinner. The coordination across departments created a warm surprise, and I felt appreciated and celebrated.

5. Airport hotel that optimised a short layover:
With only six hours between flights, reception offered a “rest rate,” pre-assigned a room near elevators, and provided a wake-up call plus a shuttle schedule printed with gate information. A light snack box appeared minutes after check-in. The efficiency and understanding of traveller needs made it top-tier, and I felt refreshed instead of rushed.

6. Casual diner with exemplary service recovery:
A delay occurred in the kitchen during a busy lunch. The server apologised early, brought complimentary water refills and bread, and kept us updated every ten minutes. The manager removed one item from the bill and offered a voucher for a future visit. The honest communication and fair compensation turned a negative into a positive, and I left impressed rather than annoyed.

7. Fine-dining restaurant with precise dietary pairing:
I requested a vegetarian tasting menu. The staff asked a few clarifying questions, then the chef created off-menu courses that matched the table’s wine pairing. The server explained each dish’s origin, texture, and cooking method without sounding rehearsed. The personalisation and knowledgeable service elevated the meal, and I felt the experience was curated specifically for me.

8. City hotel that handled a maintenance issue instantly:
The shower pressure dropped mid-evening. Within five minutes of calling, engineering arrived, diagnosed a faulty cartridge, and fixed it in under fifteen minutes. Guest services followed up with bottled water and a small amenity card. The swift response and follow-through showed real accountability, and I felt my time was respected.

9. Brunch café with anticipatory service:
The place was busy, but the host offered a realistic wait time and a QR code to pre-order coffee while standing in line. The server noticed I was working and brought a power adapter and a carafe of water without being asked. Small touches like pacing the courses and checking once - not five times - made it feel smooth, and I felt both productive and welcome.

10. Mountain lodge that reunited me with a lost item:
After checkout, I realised I’d left a scarf in the lounge. The front desk located it via CCTV time stamps, verified ownership with a description, and arranged low-cost shipping with tracking. They emailed updates until delivery. The diligence and clear communication transformed a minor loss into a memorable example of care, and I felt grateful and loyal to the brand.

Vocabulary for this Candidate task card/ Cue card topic:

When describing a time you received good service at a hotel or restaurant, using specific vocabulary can effectively convey the location, the timing of the experience, what made the service exceptional, and your emotional response. Thoughtful word choices will help you articulate the professionalism, attention to detail, and overall pleasantness of the experience, making your response both descriptive and appreciative. Here are some relevant words and phrases:

Hospitality: – The friendly and generous reception and entertainment of guests, visitors, or strangers.
Example: The hotel staff showed exceptional hospitality from the moment we arrived.

Exceptional service: – Service that is much better than average; outstanding.
Example: The waiter provided truly exceptional service, anticipating our every need.

Attentive staff: – Staff who are paying close attention to guests and their needs.
Example: The attentive staff ensured our dining experience was flawless.

Prompt: – Done without delay; immediate.
Example: Our food was served promptly, even though the restaurant was very busy.

Personalised service: – Service that is tailored to the specific needs or preferences of an individual.
Example: The manager's personalised service made us feel like valued guests.

Accommodating: – Willing to fit in with someone's wishes or needs.
Example: The hotel was very accommodating, allowing us to check in early.

Flawless: – Without any mistakes or faults.
Example: The service was completely flawless from beginning to end.

Professionalism: – The competence or skill expected of a professional.
Example: The professionalism of the entire team was impressive.

Customer satisfaction: – A measure of how products and services supplied by a company meet or exceed customer expectations.
Example: Their primary goal seemed to be ensuring complete customer satisfaction.

Exceeded expectations: – Surpassed what was expected or anticipated.
Example: The quality of the food and service far exceeded our expectations.

Gratified: – Given pleasure or satisfaction.
Example: I felt incredibly gratified by the high level of service we received.

Appreciative: – Feeling or showing gratitude or pleasure.
Example: I was very appreciative of the extra care the staff took to make our dinner special.

Memorable experience: – An event or time that is worth remembering or easily remembered.
Example: It was a truly memorable experience that I will not forget.

Impressed: – Feeling great admiration or respect for someone or something.
Example: I was thoroughly impressed by the seamless service and friendly atmosphere.

Seamless: – (Of a transition or process) smooth and continuous, with no apparent gaps or interruptions.
Example: The entire process, from booking to checking out, was seamless.

Ambience: – The character and atmosphere of a place.
Example: The excellent service perfectly complemented the restaurant's wonderful ambience.

If you prepare for the topic "Describe a time when you received good service from a hotel or a restaurant", you should be able to talk about the following topics as well:

1) Describe a hotel you enjoyed staying in.
2) Describe a restaurant that you enjoyed going to
3) Describe something you once received for free.
4) Describe a review you read about a product or service.
5) Describe a special occasion when you had a really enjoyable meal.
6) Describe a hotel that you know.
 

• IELTS Cue Card
• Candidate Task Card

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