Course Summary

Guest Services & Front Office

Core units (52 hours)

  • Welcoming guests
  • checking out
  • customer information
  • giving recommendations & directions
  • challenging situations
  • written correspondence
  • managing complaints and praise
  • addressing difficult guests
  • general telephone skills
  • taking external telephone calls
  • room and guest service
  • cultural sensitivity (level two only)

Bar and Restaurant

Core units (20 hours)

  • Telephoning – general
  • Telephoning – restaurant
  • Restaurant service
  • Breakfast service
  • Bar service
  • Describing beverages

Supplementary units (13 hours)

  • Challenging situations
  • Room & guest service
  • Cultural sensitivity (level two only)

Housekeeping

Core units (6 hours)

  • Housekeeping – core

Supplementary units (9 hours)

  • giving recommendations & direction
  • challenging situations
  • managing complaints and praise
  • brief course outline: level one. EN / ES / FR / IT
  • brief course outline: level two. EN / ES / FR / IT
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Levels

All units are available at level one and level two.

  • Level one courses are for basic users of English (CEFR levels A2 to lower B1)
  • Level two courses are for intermediate and upper-immediate users of English (CEFR levels upper B1 to upper B2
  • Customized hotel English courses are also available for beginners and advanced users of English

Course structure

The duration of each course is indicated on the course summary

  • The duration of the course varies according to the number of students
  • The indicated duration on the course summary is for a class of four students
  • Courses are designed for small groups
  • New course content can be created on request

Course outline - level one

 

Language foundation

  • Present simple, short forms, present continuous
  • Prepositions of time
  • Past tense
  • Present perfect tense
  • Modal verbs
  • Conditional sentences
  • Gerunds and infinitives for clarity

 

Welcoming guests

  • Introductory discussion: types of guests
  • Language study / grammar
  • Introductory to checking in
  • Exploring vocabulary
  • Creating a good first impression: introduction
  • Phrases for creating a good first impression
  • Further expressions and phrases
  • Welcoming exchanges
  • First impressions – expressing sympathy: role-plays
  • Discussing identity verification
  • Phrases for verifying identity on arrival – phrases
  • Verifying identity at check-in: role-plays
  • Check-in: role-plays
  • Discretionary:
    • Newspaper orders and wake-up calls
  • Communicating with returning guests
  • Phrases for light conversation
  • Light conversation: role-plays
  • Phrases for walk-ins
  • Walk-in: role-plays
  • Facilities for disabled guests

 

Checking out

  • Discussion of guest charges
  • Discussion of recording guest charges
  • Introduction to the check-out procedure
  • Phrases for checking out
  • Checking out: role-plays
  • Encouraging guests to return: introduction
  • Phrases for encouraging guests to return
  • Encouraging guests to return: role-plays

 

Customer information

  • Facilities and services
  • Introductory discussion
  • Asking and answering questions
  • Giving instructions: imperatives, adjectives and adverbs
  • Asking and answering questions: role-play exercise
  • Giving instructions
  • Offering help and providing information at check-in
  • Useful phrases: guest messages
  • Guest messages: role-plays

 

Giving recommendations & directions

  • Introductory discussion
  • Grammar: prepositions of location
  • Bedroom and bathroom vocabulary
  • Useful phrases: giving directions (internal)
  • Giving directions at the hotel
  • Useful phrases: giving directions (external)
  • Giving directions (external): role-play
  • Ordering a taxi
  • Grammar – gerunds and infinitives for advice
  • Useful phrases for giving transport advice
  • Worksheet for giving directions
  • Review exercise with hotel map and local map: role plays
  • Upselling: useful phrases and role-plays

 

Written correspondence

  • Introductory discussion
  • The importance of written communication
  • Correspondence – guidelines
  • Language forms for written correspondence
  • Guidelines for business emails
  • Formal and informal verbs and expression
  • Expressions for hospitality
  • Email writing exercise

 

Challenging situations

  • Introductory discussion
  • Discussing responses
  • Discretionary:
    • Walking the guest: introduction
    • Walking the guest: discussion
    • Walking the guest: vocabulary
    • Useful phrases for walking the guest
    • Walking the guest: role plays
  • Non-paying guests: role-plays
  • Dietary needs: discussion
  • Dietary needs: matching exercise
  • A set menu: allergy concerns
  • Dietary needs: role-plays
  • Providing medical assistance
  • Useful phrases in the case of medical assistance
  • Providing medical assistance: role-plays
  • Fire protection: protocol
  • Useful phrases for fire protection
  • Useful phrases for addressing an intoxicated guest
  • Addressing intoxicated guests: scenarios

 

Managing complaints and praise

  • Introductory discussion
  • Guidance for apologising
  • Formulating apologies
  • Managing dis-satisfied guests
  • Responses to typical complaints
  • Basic complaints procedure
  • Less serious complaints: role-plays
  • More serious complaints: effective service recovery
  • More serious complaints – role-plays
  • Additional complaints
  • Discussion of and useful phrases for responding to advice from guests
  • Responding to advice from guests: role-plays
  • Discussion of and useful phrases for responding to praise from guests
  • Responding to praise from guests: role-plays
  • Discussion of and useful phrases for receiving compliments for another member of staff
  • Receiving compliments for another member of staff: role-plays
  • Responding to praise and advice: review

 

Addressing difficult guests

  • Introductory discussion
  • Reminder of the complaints procedure
  • Responding to complaints
  • Discussion of and useful phrases for avoiding saying “no” and for selected guest requests
  • Responding to client requests
  • Pay-per-view dispute: dialogue
  • Check-out dispute: practice
  • Early arrival: role-plays
  • Room upgrade: role-plays
  • Noisy guest: role-plays
  • Saying “no” politely: role plays

 

Telephoning – general

  • Introductory discussion
  • UN alphabet: spelling activity
  • Answering the phone: part one
  • Answering the phone: part two
  • Answering the phone: part three
  • Telephoning: scenarios part I
  • Reading credit card numbers and dates
  • Offering to help and making suggestions
  • Using polite forms with incoming calls
  • Telephoning: scenarios part II
  • Prepositions of time
  • Telephoning: scenarios part III
  • Useful phrases for resolving communication difficulties
  • Resolving communication difficulties (scenarios part IV): role-plays
  • Useful phrases for recognising special occasions
  • Recognising special occasions: role-plays

 

Telephoning – sales

  • Introductory discussion for telephone sales
  • Considerations for telephone sales
  • Useful phrases for telephone sales
  • Telephone sales: role-play
  • Telephone sales: role-plays II
  • Start to finish: controlled practice

 

Telephoning – restaurant

  • Introductory discussion
  • Discretionary:
    • Learning the UN alphabet [if not done before / reminder]
  • Taking reservations on the restaurant telephone
  • Taking a restaurant reservation: role plays

 

Telephoning – external

  • Introductory discussion
  • Discretionary:
    • Learning the UN alphabet [if not done before]
  • Guest registration
  • Useful phrases for reservation enquiries
  • Reservation enquiries and taking a reservation: role-plays
  • Cancelling a reservation: discussion
  • Useful expressions for cancelling a reservation
  • Cancelling and changing a reservation: role-plays
  • Taking a reservation: role play

 

Restaurant service

  • Introductory discussion
  • Grammar: quantities
  • Dining vocabulary
  • French words in restaurants
  • Describing food and beverage
  • Cooking and preparation vocabulary – matching exercise
  • Working with an example menu
  • Making a good impression
  • Expressions used by waiters and guests
  • Serving phases
  • Taking a restaurant order – role-plays
  • During and at the end of the meal – role-plays
  • Serving tea and coffee
  • Finishing the meal and paying the bill
  • Food and beverage service scenario

 

Bar service

  • Introductory discussion
  • Introductory exercise
  • Useful phrases for at the bar
  • At the bar: role-plays
  • At the bar: role plays - continued
  • Useful phrases for responding to complaints at the bar
  • Complaints at the bar: role-plays
  • At the bar: role-play
  • At the bar: scenarios

 

Describing beverages

  • Introductory exercise
  • Describing beer and popular spirits
  • Comparatives, superlatives and irregular adjectives
  • Describing beverages I
  • Answering questions about beer – role-play
  • Describing other alcoholic beverages (non-wine)
  • Introductory discussion – wine
  • Discretionary:
    • Wine flavours – presentation and discussion
  • Describing beverages II
  • Answering questions about wine – role-play
  • Other considerations – wine

 

Breakfast service

  • Introductory exercise – discussion and vocabulary identification exercise
  • Descriptions of breakfast items
  • At the breakfast table: role-plays

 

Room & Guest service

  • Introductory discussion
  • Protocol for answering the phone
  • Useful phrases for room service
  • Upselling for room service
  • Upselling: role-plays I
  • Room service – introductory discussion
  • Time control system
  • Room service: role-plays
  • Delivering a room service order
  • Useful phrases for fielding questions
  • Matching exercise for room service enquiries
  • In-room menus: role-plays
  • Delivering a room service order: role-plays
  • Guest services: introduction
  • Guest services: role-plays
  • Room service: practice / review
  • Room service and guest service: role-plays

 

Housekeeping – core

  • Introductory discussion
  • Relevant grammar: bring and take
  • Relevant grammar: have / get something done; much / many
  • Vocabulary for housekeeping
  • Useful phrases for housekeeping
  • Housekeeping: role-plays
  • Discretionary:
    • Lost property: introduction
  • Lost property: role-plays

 

Housekeeping – extension

  • Discussing responses
  • Useful phrases for addressing an intoxicated guest
  • Addressing intoxicated guests: scenarios
  • Providing medical assistance
  • Useful phrases in the case of medical assistance
  • Providing medical assistance: role-plays
  • Useful phrases for fire protection
  • Useful phrases: giving directions (internal)
  • Giving directions at the hotel
  • Useful phrases: giving directions (external)
  • Giving directions (external): role-play
  • Guidance for apologising
  • Creating a good first impression: introduction
  • Phrases for creating a good first impression
  • Welcoming exchanges
  • Phrases for welcoming guests
  • Welcoming a returning guest: dialogue
  • First impressions – expressing sympathy: role-plays
  • Phrases for light conversation
  • Light conversation: role-plays
  • Discussion of and useful phrases for responding to advice from guests
  • Responding to advice from guests: role-plays
  • Discussion of and useful phrases for responding to praise from guests
  • Responding to praise: role-plays
  • Discussion of and useful phrases for receiving compliments for another member of staff
  • Receiving compliments for another member of staff: role-plays
  • Responding to praise and advice

Course outline - level two

 

Language foundation

  • Present simple, short forms, present continuous
  • Prepositions of time
  • Past tense
  • Present perfect tense
  • Modal verbs
  • Conditional sentences
  • Indirect questions
  • Gerunds and infinitives for clarity

 

Welcoming guests

  • Introductory discussion: types of guests
  • Discretionary:
    • language study / grammar
  • Introductory to checking in
  • Exploring vocabulary
  • Creating a good first impression: introduction
  • Phrases for creating a good first impression
  • Welcoming exchanges
  • First impressions – expressing sympathy: role-plays
  • Discussing identity verification
  • Guest identification exercises
  • Phrases for verifying identity on arrival – phrases
  • Verifying identity at check-in: role-plays
  • Check-in: role-plays
  • Newspaper orders and wake-up calls
  • Communicating with returning guests
  • Phrases for light conversation
  • Light conversation: role-plays
  • Phrases for walk-ins
  • Walk-in: role-plays
  • Facilities for disabled guests

 

Checking out

  • Discussion of guest charges
  • Discussion of recording guest charges
  • Introduction to the check-out procedure
  • Phrases for checking-out
  • Checking-out: role-plays
  • Encouraging guests to return: introduction
  • Encouraging guests to return: role-plays

 

Customer information

  • Introductory discussion
  • Discretionary:
    • Facilities and services
    • Asking and answering questions
    • Grammar: imperatives, adjectives and adverbs
  • Asking and answering questions: role-play exercise
  • Giving instructions
  • Offering help and providing information at check-in
  • Useful phrases: guest messages
  • Guest messages: role-plays

 

Giving recommendations & directions

  • Introductory discussion
  • Discretionary:
    • Grammar: prepositions of location
    • Bedroom and bathroom vocabulary
    • Useful phrases: giving directions (internal)
  • Giving directions at the hotel
  • Discretionary:
    • Useful phrases: giving directions (external)
  • Giving directions (external): role-play
  • Ordering a taxi
  • Grammar – gerunds and infinitives for advice
  • Useful phrases for giving transport advice
  • Giving transport advice: role-plays
  • Review exercise with hotel map and local map: role plays
  • Upselling: useful phrases and role-plays

 

Written correspondence

  • Introductory discussion
  • The importance of written communication
  • Correspondence – guidelines
  • Language forms for written correspondence
  • Guidelines for business emails
  • Formal and informal emails
  • Formal and informal verbs and expression
  • Expressions for hospitality
  • Email writing exercise

 

Challenging situations

  • Introductory discussion
  • Discussing responses
  • Discretionary:
    • Walking the guest: introduction
    • Walking the guest: discussion
    • Walking the guest: vocabulary
    • Useful phrases for walking the guest
    • Walking the guest: role plays
  • Non-paying guests: role-plays
  • Dietary needs: discussion
  • Dietary needs: matching exercise
  • A set menu: allergy concerns
  • Dietary needs: role-plays
  • Providing medical assistance
  • Useful phrases in the case of medical assistance
  • Providing medical assistance: role-plays
  • Fire protection: protocol
  • Useful phrases for fire protection
  • Useful phrases for addressing an intoxicated guest
  • Addressing intoxicated guests: scenarios

 

Managing complaints and praise

  • Introductory exercise – reinforcement of past tense learning
  • Introductory discussion
  • Guidance for apologising
  • Will for promises – instruction
  • Discussing apologies
  • Formulating apologies
  • Managing dis-satisfied guests: phrases
  • Basic complaints procedure
  • Less serious complaints: role-plays
  • More serious complaints: effective service recovery
  • More serious complaints – role-plays
  • Additional complaints
  • Discussion of and useful phrases for responding to advice from guests
  • Responding to advice from guests: role-plays
  • Discussion of and useful phrases for responding to praise from guests
  • Responding to praise from guests: role-plays
  • Discussion of and useful phrases for receiving compliments for another member of staff
  • Receiving compliments for another member of staff: role-plays
  • Responding to praise and advice: review

 

Addressing difficult guests

  • Introductory discussion
  • Reminder of the complaints procedure
  • Introduction to the second conditional tense; responding to complaints
  • Discussion of and useful phrases for avoiding saying “no” and for selected guest requests
  • Responding to client requests
  • Pay-per-view dispute: dialogue
  • Check-out dispute: practice
  • Early arrival: role-plays
  • Room upgrade: role-plays
  • Noisy guest: role-plays
  • Saying “no” politely: role plays

 

Telephoning – general

  • Introductory discussion
  • UN alphabet: spelling activity
  • Answering the phone: part one
  • Answering the phone: part two
  • Answering the phone: part three
  • Telephoning: scenarios part I
  • Reading credit card numbers and dates
  • Offering to help and making suggestions
  • Using polite forms with incoming calls
  • Telephoning: scenarios part II
  • Prepositions of time
  • Telephoning: scenarios part III
  • Useful phrases for resolving communication difficulties
  • Resolving communication difficulties (scenarios part IV): role-plays
  • Useful phrases for recognising special occasions
  • Recognising special occasions: role-plays

 

Telephoning – sales

  • Introductory discussion for telephone sales
  • Considerations for telephone sales
  • Useful phrases for telephone sales
  • Telephone sales: role-play
  • Telephone sales: role-plays II
  • Start to finish: controlled practice

 

Telephoning – restaurant

  • Introductory discussion
  • Discretionary:
    • Learning the UN alphabet [if not done before / reminder]
  • Taking reservations on the restaurant telephone
  • Taking a restaurant reservation: role plays

 

Telephoning – external

  • Introductory discussion
  • Discretionary:
    • Learning the UN alphabet [if not done before]
  • Guest registration
  • Useful phrases for reservation enquiries
  • Reservation enquiries and taking a reservation: role-plays
  • Changing or cancelling a reservation: discussion
  • Useful expressions for cancelling a reservation
  • Cancelling and changing a reservation: role-plays
  • Taking a reservation: role play

 

Restaurant service

  • Introductory discussion
  • Grammar: quantities
  • Discretionary:
    • Dining vocabulary
  • French words in restaurants
  • Describing food and beverage
  • Cooking and preparation vocabulary – matching exercise
  • Working with an example menu
  • Making a good impression
  • Expressions used by waiters and guests
  • Serving phases
  • Serving wine
  • Courses – intervals and sequences
  • Taking a restaurant order – role-plays
  • During and at the end of the meal – role-plays
  • Serving tea and coffee
  • Finishing the meal and paying the bill
  • Payment issues
  • Food and beverage service scenario
  • Upselling – introduction
  • Upselling – role-plays
  • Discussion

 

Bar service

  • Introductory discussion
  • Introductory exercise
  • At the bar: role plays: revision
  • Discretionary:
    • Useful phrases for at the bar
    • At the bar: role plays
  • At the bar: role plays - continued
  • Useful phrases for responding to complaints at the bar
  • Complaints at the bar: role-plays
  • At the bar: role-play
  • At the bar: scenarios

 

Describing beverages

  • Introductory exercise
  • Describing beer and popular spirits
  • Comparatives, superlatives and irregular adjectives
  • Describing beverages I
  • Answering questions about beer – role-play
  • Describing other alcoholic beverages (non-wine)
  • Introductory discussion – wine
  • Wine flavours – presentation and discussion
  • Describing beverages II
  • Answering questions about wine – role-play
  • Other considerations – wine

 

Breakfast service

  • Introductory exercise – discussion and vocabulary identification exercise
  • Introductory exercise – vocabulary identification
  • Descriptions of breakfast items
  • At the breakfast table: role-plays

 

Room & Guest service

  • Introductory discussion
  • Protocol for answering the phone
  • Useful phrases for room service
  • Upselling for room service
  • Upselling: role-plays I
  • Room service – introductory discussion
  • Time control system
  • Room service: role-plays
  • Delivering a room service order
  • Useful phrases for fielding questions
  • Matching exercise for room service enquiries
  • In-room menus: role-plays
  • Delivering a room service order: role-plays
  • Guest services: introduction
  • Guest services: role-plays
  • Room service: practice / review
  • Room service and guest service: role-plays

 

Housekeeping – core

  • Introductory discussion
  • Relevant grammar: bring and take
  • Relevant grammar: have / get something done; much / many
  • Vocabulary for housekeeping
  • Useful phrases for housekeeping
  • Housekeeping: role-plays
  • Lost property: introduction
  • Lost property: role-plays

 

Housekeeping – extension

  • Discussing responses
  • Useful phrases for addressing an intoxicated guest
  • Addressing intoxicated guests: scenarios
  • Providing medical assistance
  • Useful phrases in the case of medical assistance
  • Providing medical assistance: role-plays
  • Useful phrases for fire protection
  • Useful phrases: giving directions (internal)
  • Giving directions at the hotel
  • Discretionary:
    • Useful phrases: giving directions (external)
  • Giving directions (external): role-play
  • Guidance for apologising
  • Creating a good first impression: introduction
  • Phrases for creating a good first impression
  • Welcoming exchanges
  • First impressions – expressing sympathy: role-plays
  • Phrases for welcoming guests
  • Welcoming a returning guest: dialogue
  • Phrases for light conversation
  • Light conversation: role-plays
  • Discussion of and useful phrases for responding to advice from guests
  • Responding to advice from guests: role-plays
  • Discussion of and useful phrases for responding to praise from guests
  • Responding to praise: role-plays
  • Discussion of and useful phrases for receiving compliments for another member of staff
  • Receiving compliments for another member of staff: role-plays
  • Responding to praise and advice

 

Cultural sensitivity

  • Origin of guests
  • Understanding accents

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Course outline I

English L1 Español L1 Français L1 Italiano L1

Course outline II

English L2 Español L2 Français L2 Italiano L2