Front Office Rooms English (Hospitality English Book 2)
Book Details
Author(s)Robert Villanueva
ISBN / ASINB00KPULSSI
ISBN-13978B00KPULSS2
MarketplaceIndia 🇮🇳
Description
Rooms English is a training manual of 18 must-know English dialogs for guest-facing Front Office service staff in the hospitality industry. These dialogs are the center of every Front Office service flow encompassing: (1) Airport Arrival, (2) Limousine Amenities, (3) Confirming Transportation Destinations and Time, (4) Driveway Arrival, (5) Greeting Guests in the Lobby, (6) Confirming a Reservation, (7) Providing Basic Directions to a Guest, (8) Accepting Payment, (9) Confirming a departure date, (10) Places Around the Hotel, (11) Introducing Managers to Guests, (12) Introducing Hotel Facilities, (13) Exchanging Currency, (14) Providing Change (15) Providing an In-Room Check-In, (16) Explaining basic room advantages and benefits (17) Checking Guest Satisfaction and problem handling, (18) Saying goodbye.
The goal of this manual is to provide managers and their staff with the accurate words and phrases required to complete the tasks listed above. While there is obviously some customization required beyond this to fit the specific needs of each restaurant and outlet, the focus is mastery of the basics so that staff are capable of engaging guests and meeting their most common expectations. Therefore, dialogs use minimal vocabulary so that more attention is focused on actual communication and role-plays, as opposed to memorizing new words to no end without ever speaking them.
Each lesson is designed to be only one page long, and shouldn’t take longer than 20 minutes each, so that managers and colleagues do not need to spend too much time training, and can focus on what’s most important: the Front Office Operation. Lessons are labeled by difficulty: “1 Bag” is an easy lesson, and “5 Bags” may require more review and practice. For all levels, dialogs are an average of 5 sentences or less with few that have more than 10 vocabulary words in each. Managers and trainers are encouraged to use these for communicative role-plays and verbal mastery, as opposed to silent memorization.
At the end of each lesson, there are notes and activities for managers to practice with staff in order to check understanding. Colleagues are encouraged to use the substitution exercises to speak out variations of these sentences, and refer to the text only when necessary. In whichever case, be supportive and model the results you hope your colleagues will achieve.
We hope Rooms English assists you in providing better training to your staff, and therefore better service to your guests. Enjoy, and most of all - have fun training!
The goal of this manual is to provide managers and their staff with the accurate words and phrases required to complete the tasks listed above. While there is obviously some customization required beyond this to fit the specific needs of each restaurant and outlet, the focus is mastery of the basics so that staff are capable of engaging guests and meeting their most common expectations. Therefore, dialogs use minimal vocabulary so that more attention is focused on actual communication and role-plays, as opposed to memorizing new words to no end without ever speaking them.
Each lesson is designed to be only one page long, and shouldn’t take longer than 20 minutes each, so that managers and colleagues do not need to spend too much time training, and can focus on what’s most important: the Front Office Operation. Lessons are labeled by difficulty: “1 Bag” is an easy lesson, and “5 Bags” may require more review and practice. For all levels, dialogs are an average of 5 sentences or less with few that have more than 10 vocabulary words in each. Managers and trainers are encouraged to use these for communicative role-plays and verbal mastery, as opposed to silent memorization.
At the end of each lesson, there are notes and activities for managers to practice with staff in order to check understanding. Colleagues are encouraged to use the substitution exercises to speak out variations of these sentences, and refer to the text only when necessary. In whichever case, be supportive and model the results you hope your colleagues will achieve.
We hope Rooms English assists you in providing better training to your staff, and therefore better service to your guests. Enjoy, and most of all - have fun training!
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