
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
The program’s objectives are to develop business conversational competency through:
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.
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
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
Concierge Service
Explaining the Details of a Hotel Tour
Advising Guests about Nearby Restaurants
Arranging for a Taxi and Courtesy Car
Booking a Hotel for Future Conferences
Directing Guests to Facilities Near the Hotel
Handling a Request for Child Care
Lost and Found
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
Storing Luggage After Check-Out
The Guest’s Experience: Leaving the Hotel