English For hospitality Excellence: Communicate With Confidence

Introduction

This 2-day interactive training program is designed specifically for hotel staff across departments — including Front Office, Housekeeping, Food & Beverage, Kitchen, Stewarding, and Engineering — to improve confidence, fluency, and professionalism when communicating in English with guests, especially international visitors.

The course focuses on real-life hospitality scenarios, ensuring participants gain practical communication skills that can be applied immediately at work. Through role plays, dialogues, vocabulary practice, and engaging activities, staff will learn how to greet guests, handle requests, provide information, solve problems, and deliver exceptional guest experiences with confidence.

Learning Outcomes / Benefits

• Communicate confidently and politely with guests in English
• Use common hospitality-related vocabulary and phrases fluently
• Handle guest requests, complaints, and enquiries professionally
• Demonstrate confidence in cross-cultural guest interactions
• Apply English communication skills consistently across daily hotel operations

Key Content

Module 1: English for Hospitality – Building Confidence

• Importance of English in hotels and guest satisfaction
• Overcoming fear and nervousness in speaking English
• Polite greetings, self-introductions, and small talk with guests

Module 2: Everyday Communication in the Hotel

• Vocabulary and phrases for Front Office, Housekeeping, FCB, Kitchen, and Engineering
• Common guest interactions: check-in, check-out, requests, enquiries
• Practising polite and professional responses

Module 3: Handling Guest Requests and Questions

• Responding clearly and positively to guest needs
• Giving directions inside and outside the hotel
• Explaining facilities, services, and promotions

Module 4: Managing Guest Complaints and Difficult Situations

• Using polite language to apologise and reassure guests
• Useful phrases for problem-solving and service recovery
• Role plays: Handling late check-in, missing items, food issues, etc.

Module 5: Cross-Cultural Communication

• Understanding cultural sensitivities when speaking English
• Building rapport with international guests
• Do’s and don’ts in professional communication

Module 6: Team Communication in English

• Communicating between departments
• Using clear and simple English for teamwork and coordination
• Vocabulary for internal requests and reporting

Module 7: Practical Role Plays & Guest Simulations

• Check-in and check-out role play
• Restaurant ordering role play (guest and server)
• Housekeeping service role play
• Handling a guest complaint scenario

Module 8: Action Plan for Continuous Practice

• Fun group activity: “English in Action – Hotel Simulation Game”
• Personal improvement tips for building fluency
• Commitment to daily English use at work

Target Audience

Hotel staff from various departments (Front Office, Housekeeping, FCB, Kitchen, Stewarding, Engineering, etc.) who interact directly or indirectly with guests and wish to improve their English fluency and confidence.

Methodology

• Role Plays – Real-Life Guest Simulations
• Pair and Group Dialogue Practice
• Vocabulary & Phrase Drills (Hospitality English)
• Games & Fun Activities (e.g., “Guess the Guest Request”)
• Case Studies from the Hotel Industry
• Trainer & Peer Feedback