Content

Hotel receptionists: Dealing with bookings by phone, Checking in, Checking out and Getting to the airport, Handling guest complaints

 

Restaurant host and waiter: Local cuisines, Welcoming guests, Taking the order and serving food, Offering dessert and paying, and Handling customer complaints

Language skill: polite expressions in English

 

Language function:

Hotel: Dealing with bookings by phone, Checking in, Checking out and Getting to the airport, Handling guest complaints

Restaurant: Local cuisines, Welcoming guests, Taking the order and serving food, Offering dessert and paying, Handling customer complaints

Activities:  

Fill in the missing parts of a hotel conversation
Fill in the missing parts of a restaurant conversation
Respond to complaints
Appropriate responses
Make conversation

 

Concepts

1. Vocabulary and conversations that can be useful when working in the hotel industry; ranging from dealing with bookings by phone, checking in, checking out, getting to the airport  and handling guest complaints.
2. Local cuisines include vocabulary and conversations happening in a restaurant; ranging from welcoming guests, taking the order and serving food, offering dessert and paying, and handling customer complaints.
3. Formal English is a way of speaking that you usually use when you do not know the people listening to you very well. You also tend to use it more with people who are of higher status and who you want to impress especially with customers and hotel guests.

Objectives

After studying this module, students will be able to

1. use familiar expressions and very basic phrases about the catering work environment.
   
2. use familiar expressions to explain local cuisine or dishes.
   
3. use formal expressions.