this is an Esp course

1. Hospitality
English: Elevating
Front Desk
Communication

2. 01
English for
Hospitality
Industry
02
Hotel
departments
hierarchy
03
Language at the
front desk
department
04
Role play practice
TABLE OF
CONTENTS

3. “In the hospitality industry,
English is not just a language,
it’s a tool for building bridges
and creating memorable
experiences for guests from all
over the world.”
—Dr.Elaine Horrigan

4. English for Hospitality
"English for Hospitality" refers to a specialized and tailored
approach to teaching and using the English language within
the context of the hospitality industry. It involves developing
language skills and communication strategies that are
specifically relevant to the needs and demands of
professionals working in hotels, restaurants, resorts, and
other hospitality-related settings. The goal is to equip
individuals with the linguistic tools necessary to provide
excellent service, engage with guests effectively, and navigate
various situations unique to the hospitality sector.

5. MON MAY 15
CHECK-IN
TUE MAY 16 WED MAY 17
Name
Number of guests
Check-in date
Check-out date
Type of room:
● Double classic
● Double superior
● Double deluxe
● Single
Is breakfast required? Yes/No
Total Cost
Name
Number of guests
Check-in date
Check-out date
Type of room:
● Double classic
● Double superior
● Double deluxe
● Single
Is breakfast required? Yes/No
Total Cost
Name
Number of guests
Check-in date
Check-out date
Type of room:
● Double classic
● Double superior
● Double deluxe
● Single
Is breakfast required? Yes/No
Total Cost

6. CHECK-OUT
RECEIPT FORM PAYMENT INFORMATION
Room number: 124 Name on credit card: Tom Wilson
Room charges: $150 Credit card number: 000 000 000 000 000
Services charges: $85 Expires on: 00/00
Vat: $0 CVC: 000
TOTAL: $235 Signature:

7. Watch the video

8. ● Customer service language
● Reservation and booking skills
● Front Desk communication
● Telephone etiquette
● Emergency and safety language
● Cultural sensitivity
● Small talk and socializing
● Technical vocabulary
● Business English skills
● Promotions and marketing language
● C ro s s -c ultu ra l c o mmunic atio n
Features
of
English
for
Hospitality

9. Why do I need to learn English?

10. Departments
That Make A Hotel
Hotel Departments
Hierarchy

11. Front Desk Department Hierarchy
01 02 03 04
Front office
manager
Assistant front
office manager
Shift
supervisor
Front desk
agent

12. Frequently Used
Expressions by
Shift Supervisors

13. Welcoming Guests:
• "Good morning/afternoon/evening, welcome to
[hotel name]."
• "How can I help you today?"
• "Please have a seat, I'll be with you shortly."

14. Handling Reservations
• "Do you have a reservation?"
• "What name is the reservation under?"
• "I'm happy to confirm your reservation for
[date] to [date]."
• "Here is your key card and a map of the hotel."

15. Addressing Concerns
• "I apologize for any inconvenience this may
cause."
• "I understand your frustration, and I'm here
to help."
• "We'll do everything we can to resolve this
issue promptly."
• "Please let me know if you have any further
concerns."

16. General Expressions
• "Thank you for your understanding."
• "Please enjoy your stay."
• "Have a pleasant trip home."

17. RESOURCES
● Chatgpt
● Google Bard

18. Hospitality
THANKS!
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