Professional English for Hotel Front Office Staff
This course equips front office staff with essential English skills, hotel terminology, and professional communication techniques to enhance guest service, teamwork, and overall hospitality excellence.
1. A Guide for Hotel Front Office Staff
2. Hotel Lingo Unlocked - Learn the Language Basics
2.1 Importance of Politeness and Courtesy
2.2 Types of Hotels – Understanding Guest Needs
2.3 Types of Hotel Rooms
2.4 International Spelling Alphabet & Communication Best Practices
3. Mastering Reservations - Ensuring a Smooth Guest Experience
3.1 Mastering Seamless Reservation Management & Guest Requests
3.2 Problem-Solving: Common Issues When Taking Reservations
4. The Check-In Process – Creating a Positive First Experience
4.1 Standard Guest Check-in Process
4.2 Over-Booked Hotel
4.3 Guest with Reservation Issues
5. Team Synergy – Communicating Effectively with Colleagues
5.1 Understanding Team Synergy
5.2 Key Benefits of Effective Team Communication
5.3 Essential Communication Skills for Front Office Staff
5.4 Strategies for Enhancing Team Synergy
5.5 Team Communication Scenarios
6. The Check-Out Process – Leaving a Lasting Impression
6.1 Standard Guest Check-out Process
6.2 Guest Request for Late Check-out
6.3 Guest with Payment Issues
7. Mastering Hotel Terminology – A Guide for Front Office Staff
7.1 Reception Desk
7.2 Reservation
7.3 Concierge
7.4 Billing
7.5 Guest Relations
7.6 Front Office Manager