Before a Guest Checks In
- Taking a reservation by phone
- Revising a Reservation
- Suggesting alternative accomodation
- The Guest’s experience: Meeting the hotel representative at the airport
English for Hospitality
English for Hospitality presents role-plays with the vocabulary needed for speaking about hospitality work in English. It focuses on activities common in international-class hotels worldwide.
The emphasis in English for Hospitality is to give all participants a chance to participant in customer service role-plays and written work in order to broaden their knowledge related to providing a 5 star service.
This program focuses on
- Reception work
- Restaurant and bar work
- Answering the phone and taking messages
- Writing short e-mails and letters
- Dealing with guests’ problems
- Explaining how things work
- Giving directions inside and outside the hotel
- Suggesting places to visit
This program focuses on
- Building confidence and motivation.
- Developing holistic language awareness in the key areas of structure, register, pronunciation and lexis.
- Activating critical thinking skills
- Implementing active listening techniques.
Checking Guests in
- The guest’s experience: Arriving at the hotel
- Welcoming a Guest 1: With a Reservation
- Welcoming a Guest 2: Without a Reservation
- Securing the Stay With a Credit Card
- Filling Out a Registration Form
- Escorting a Guest to a room
- Orienting a Guest to a room
- Dealing With Dissatisfied Guest
- Checking In a Large Tour Group
Hotel Services
- Helping a Guest Ship a Parcel
- Parking a Guest’s Car
- Laundry Services 1: The Hotel Laundry
- Housekeeping 1: Dealing with Damage In a Room
- Housekeeping 2: Bringin Extra Amenities to the Room
- Housekeeping 3: Cleaning a Room
- Room Service 1: Taking an Order
- Room Service 2: Delivering an Order
- Taking Messages for a Guest
- The Guest’s Experience: Using the Business Centre
- The Guest’s Experience: In-Room Entertainment
- The Guest’s Experience: Using the Family Pool
- The Guest’s Experience: At the Executive Lounge
In The Restaurant
- Taking a Restaurant Reservation by Phone
- Accomodating Guests Who Have No Reservation
- Explaining That No Table Is Available
- Seating Guests
- Taking a Beverage Order and Serving Beverages
- Taking a Meal Order
- Serving Food
- Serving Wine
- Taking Dessert and Coffee Orders
- Taking Payment At the Table
- Taking Payment At a Register 1: Satisfied Customer
- Taking Payment At a Register 2: Dissatisfied Customer
- Taking Payment At a Register 3: A Credit Card Problem
Dealing With Problems
- Helping a Guest Who Is Injured
- Getting Medical Care for a Guest
- Dealing With Noisy Guests
- Advising a Guest About Safe Storage
- The Guest’s Experience: Reporting a Problem
Checking Out
- The Guest’s Experience: Getting Ready to Leave a Hotel
- Checking a Guest Out: A Dispute About the Bill
- Exchanging Currencyl
- The Guest’s Experience: Leaving the Hotel
- Storing Luggage After Check-Out
