hospitality tips brochure
TRANSCRIPT
The art of meeting high expectations.
The hospitality industry is growing very rapidly and
contributing nearly 10 % of the world's GDP. Consequently,
the hotel industry is expanding globally and promoting its
growth in a dynamic multicultural environment.
This highly competitive scenario in which
the hotel industry operates today requires
a skillful workforce in order to remain a successful player.
You are part of a team and
your attitude and character will help your team to get
their objectives.
truenglish training tips
Developing a keen eye to identify problems will give
you the chance to learn new skills and offer the perfect
guest experience.
truenglish training tips
Take every opportunity to give your guests the
impression that you are on their side. Greet them as
they arrive and leave.
Always remember to welcome and thank them,
this will show them that you want to be open and
approachable.
truenglish training tips
Guests expect their hotel choice to
provide excellent safety and security but even the best security measures
may not prevent an emergency from occurring.
With the possibility of hundreds of
people staying in your hotel, it is important that you have a clear plan
for emergencies.
truenglish training tips
Do everything you can to
turn an upset guest’s problem into a good story.
You can be sure that they will want to share of how
you overcame the situation beyond their expectations.
truenglish training tips
In the hotel industry you will come across many types of travellers, from business guests to
tourists and visitors. Many of them will speak a different language other than Spanish. Chances
are, plenty of your guests will use English as a global means of communication.
Is your English professionally competent? Can you understand their requests and serve them
accordingly? How confident are you on the phone? Whether your job is to take reservations or
maintain the hotel rooms, learning important structures and expressions can help you or your
staff make the difference in the hospitality sector.
• Filling in forms
• Bookings
• Dealing with telephone enquiries
• Dealing with complaints
• Writing emails
• Writing letters
• Checking in /out
• Explaining a bill
• Concierge services
• Giving directions
• Selling optional extras
• Upselling at reception
• Room service and restaurant
An in-house course of
professional English for
hotel staff and managers,
brought to you by
