English for Tourism/Hotel Industry (B1 - C1)

Inhalte (General)

  • Telephoning in English: taking bookings over the phone, dealing with enquiries
  • Being courteous on the telephone
  • Dealing with complaints and unhappy guests
  • Appeasing language, keeping the situation calm
  • Softening bad news and apologizing
  • Intercultural aspects (customers´ expectations, language, use of voice/intonation)
  • Describing organisational procedures
  • Giving information about local sights and how to reach them

Zielgruppe (Target Group)

People who work in a hotel or in the tourist industry

Ziele (Objectives)

Upon completion of this course the participants will be able to:

  • Answer enquiries and take bookings over the phone
  • Deal professionally with complaints and difficult customers
  • Use telephone language effectively, using the appropriate communication style
  • Describe procedures and give information

Methodik (Course Instruction Methods)

  • Role plays based on realistic business situations
  • Communication games
  • Grammar games
  • Vocabulary building exercises

Required Level

Pre-intermediate (minimum) and above (A2 - B2)

Tel.: +49 (0)8092 84596