English for Hospitality Industry

English for hotel industry is intended to help not only Front Desk staff but also others in the organisation who have to deal with guests and customers on a daily basis. They need to understand that guests may be businesspersons, tourists or officials and may come from different parts of the world where English may not be the spoken language. Learning to speak politely and in a courteous manner will put them at ease. Similarly, hotel guests, too, have an expectation that hotel staff will have the English skills to deliver the level of service they expect. Specifically, to check them in and out, serve them in a restaurant, answer their questions about the hotel, provide recommendations on local tourist attractions and to deal with their complaints are some areas where language skills come in handy. Proper training will help them improve their communication skills and ensure that they leave a positive impression on their guests.

Some hotels employ a guest relations representative who speaks English, and refer all English-speaking guest enquiries to them. Other hotels rely on managers, who have a level of English, to train staff to speak to guests in English. However, each of these solutions has associated problems, e.g. the guest relations staff cannot be everywhere at all times, and the managers may not have the skills to teach the English required. Thus, this training programme will teach the essential English Language skills required to work in the hospitality industry, starting on how to greet guests respectfully, give them directions and provide them with any help they need, in addition to answering general hotel enquiries, and attending to a hotel’s guest entertaining. Helpful conversational techniques, especially when answering hotel enquiries and checking a guest in and out of the hotel will be covered.