LANG3009 - ESL for the Service Industry-Level 2

Course Description

Gain essential skills you can use and apply in any job in the hotel industry. Hospitality ESL Intermediate Level 2 will boost your knowledge and skills in phone conversations. Learn how to take messages, take trouble calls, handle check-outs, settle bills or make reservations. You will be familiar with the common problems that may arise on the job and how to handle customer complaints professionally. In addition, you will be familiar with Japanese, Chinese and Korean Protocol.

Learner Outcomes

At the end of this course, the participants will be able to:           

1. Respond to customers’ requests and inquiries.

2. Use common expressions that are used in specific situations in the hotel industry.

3. Demonstrate the use of common expressions when using the telephone.

4. Employ Japanese, Chinese and Korean Protocols in dealing with foreign hotel guests.