English for Hospitality & Hotels — Deliver Five-Star Service with Flawless Communication
Our practical, role-specific language course equips your team with the precise vocabulary, polite phrasing, and cultural awareness needed to manage all guest interactions, from check-in to check-out, ensuring a truly international and exceptional guest experience.
What is the "English for Hospitality & Hotels Course"?
This is an intensive, communication-focused language program designed specifically for the hospitality sector. It focuses on the functional English required for daily operations in hotels, resorts, and restaurants. The course moves beyond basic English to concentrate on politeness, clarity, and problem-solving language—the keys to delivering world-class service.
Key Focus Areas: The course is structured around the guest journey, covering:
Front Office Operations
Reservations, check-in/check-out, and concierge services.
Food & Beverage
Taking orders, describing menus, and handling dining requests.
Housekeeping & Maintenance
Communicating guest requests and coordinating internal services.
Handling Complaints
Using empathetic and professional language to resolve issues and de-escalate situations.
Training Format: Training is typically delivered in corporate in-house sessions, group workshops, or advanced online modules tailored to shift schedules.
Who Is This Programme Designed For?
This program is essential for all staff members who interact directly with international guests:
- Front Desk and Reception Staff: The first point of contact, responsible for creating a positive first impression.
- Concierge and Guest Relations: Those who provide local information, book services, and handle special requests.
- Food & Beverage Staff: Waiters, hosts, and bartenders who need to communicate menu details and service procedures.
- Housekeeping and Maintenance Teams: Staff who need to understand and respond to in-room requests and issues.
- Staff with A2 (Pre-Intermediate) English and above: The course is designed to quickly build confidence and fluency in job-specific scenarios.
What You Will Master in the Course
The course provides the linguistic tools to handle any guest interaction with professionalism and ease. You will master:
Professional Phrasing
Using polite, indirect language for requests, suggestions, and refusals (e.g., "Would you mind...", "May I suggest...").
Front Office Dialogue
Scripts and vocabulary for efficient check-in/check-out, explaining hotel policies, and managing payment.
Complaint Handling
Techniques for active listening, apologizing sincerely, and offering solutions that satisfy the guest and protect the hotel's reputation.
Telephoning Skills
Clear and professional communication for taking reservations, transferring calls, and leaving messages.
Descriptive Language
Vocabulary for describing room features, local attractions, and menu items persuasively.
Cultural Sensitivity
Understanding non-verbal cues and adapting communication style to guests from different cultural backgrounds.
Outcome: Your team will achieve a measurable increase in guest satisfaction scores (e.g., NPS, TripAdvisor ratings) by eliminating communication barriers and delivering service excellence.
How the Training Works (4 Key Stages)
Role-Specific Assessment
We evaluate your team's current communication skills based on real-life scenarios from your hotel or resort (e.g., a double-booking complaint, a complex dietary request).
Scenario-Based Curriculum
The training is built around high-frequency, high-stakes interactions (e.g., check-in, upselling, emergency procedures) to ensure immediate applicability.
Intensive Role-Play and Simulation
Staff practice dialogues in a safe environment, receiving real-time feedback on pronunciation, tone, and professional vocabulary.
Service Excellence Language
Focus on upselling techniques, personalized recommendations, and closing dialogues that encourage positive reviews and repeat business.
Flexible Training Formats
We offer formats designed to accommodate the 24/7 nature of the hospitality industry:
- On-Site Group Workshops: Training delivered at your location, fostering team cohesion and using your specific property as the learning environment.
- Shift-Friendly Online Modules: Self-paced or live online sessions scheduled to fit around peak hours and rotating staff shifts.
- One-on-One Coaching: Focused training for managers or staff in high-visibility roles (e.g., General Manager, Head Concierge).
- Micro-Learning Segments: Short, focused lessons (e.g., 15 minutes) delivered digitally to reinforce key phrases before a shift.
The goal is to provide practical language skills that immediately elevate your service standards.
What Our Hotel Partners Say
"Since implementing this training, our front desk staff's confidence has soared. We've seen a noticeable drop in communication-related complaints and a rise in positive guest feedback mentioning our 'friendly and helpful' team."
General Manager
Luxury City Hotel
"The F&B team is now much more comfortable describing our wine list and handling complex allergies in English. The course paid for itself in improved service and reduced errors."
Director of Operations
International Resort Chain
Part of Our Service Excellence Training Suite
Exceptional language skills are the foundation of exceptional service. We also offer:
- Cross-Cultural Communication for Global Teams
- Business English for Management and Administration
- Presentation Skills for Sales and Marketing Teams