Tipi diversi di richieste e di esigenze dei clienti delle strutture alberghiere: tratto da G.Dall'Ara, L.Montaguti: La formazione continua per le piccole e medie imprese turistiche, ed. Franco Angeli, Milano, 1997, p.53

VIDEO: A 7-star hotel in Dubai

VIDEO: At the concierge desk. Booking a tour.

VIDEO: At the hotel

VIDEO: Checking into a hotel

LISTENING RESOURCES!

A collection of resources to practise some Practical English: role-plays and dialogues to listen and read about the following topics:

• Air Travel

• Railway Travel

• Bus Travel

• Car Travel

• Hotel

• Restaurant

• Health problems

• Shopping

• Banking

• Police

• At the post office

• At the copy center

• Leisure Time

http://www.audioenglish.net/english-learning/efl_practical_english.htm

ROLE-PLAY ACTIVITY: Checking a schedule

Write a role-play conversation on the phone between a tour guide and a hotel receptionist following these cues and then act it out:

The tour guide has the following information: arrive 13.00 (later than booked), non-smoking section, 16 pax, 2 vegetarian, no children.

 

The receptionist has this information: arrive 12.30, non-smoking section, 18 pax, no vegetarian meals booked, no children/high chairs.

HOTEL AMENITIES

READING

You are going to read part of a brochure advertising a hotel. Before you read, decide what the three most important things you look for are when staying in a hotel? Now read the brochure and try an activity on hotel facilities.

http://www.britishcouncil.org/learnenglish-professionals-specialisms-hotel-english-1.htm

TYPES OF ACCOMODATION

LISTENING COMPREHENSION ACTIVITY

Listen to a dialogue between a travel agent and a couple asking about holiday accommodation
http://www.britishcouncil.org/professionals-specialisms-tourism-7.htm

MAKING A HOTEL BOOKING

LISTENING COMPREHENSION ACTIVITY

Listen to a telephone conversation between a hotel receptionist and a person trying to make a booking. The line is bad but the receptionist has the telephone skills to deal with this problem.
http://www.britishcouncil.org/learnenglish-podcast-professionals-hotel-english.htm

TALKING TO YOUR CUSTOMERS

Providing good customer service is an art. Part of this art is knowing the right (accepted) things to say when talking to a client, customer, passenger, etc. The exercises below will help you learn and practice the right way to talk to your customers in English. They will train you to sound more "natural" when speaking English, which will lead to a better experience for both you and the people you talk to:

Politeness training for hotel industry workers (ESL/ELT) 1
Politeness training for hotel industry workers (ESL/ELT) 2
Politeness training for hotel industry workers (ESL/ELT) 3
Politeness training for hotel industry workers (ESL/ELT) 4
Politeness training for hotel industry workers (ESL/ELT) 5
Politeness training for restaurant and bar staff (ESL/ELL) 1
Politeness training for restaurant and bar staff (ESL/ELL) 2
Politeness training for restaurant and bar staff (ESL/ELL) 3
Politeness training for restaurant and bar staff (ESL/ELL) 4
Politeness training for restaurant and bar staff (ESL/ELL) 5
Politeness training for travel/tourism related jobs (ESL/ELL) 1
Politeness training for travel/tourism related jobs (ESL/ELL) 2
Politeness training for travel/tourism related jobs (ESL/ELL) 3
Politeness training for travel/tourism related jobs (ESL/ELL) 4
Politeness training for travel/tourism related jobs (ESL/ELL) 5

HOTEL INDUSTRY

If you work (or are looking for work) in a hotel (reception/management), motel, resort, spa, etc., and want to learn the common English terms and expressions that are used in such places, these exercises are for you! They will help you to speak better English, to use proper words, and to communicate better with guests. All of the exercises are free.

http://www.englishformyjob.com/ell_hotelindustry.html

Visual English: Hotel industry vocabulary 1
Visual English: Hotel industry vocabulary 2
Visual English: Hotel industry vocabulary 3
Visual English: Hotel industry vocabulary 4
Visual English: Hotel industry vocabulary 5


English for hotel employees (reception desk, bellhops, etc.) 1 (General vocabulary)
English for hotel employees (reception desk, bellhops, etc.) 2 (General vocabulary)
English for hotel employees (reception desk, bellhops, etc.) 3 (General vocabulary)
English for hotel employees (reception desk, bellhops, etc.) 4 (General vocabulary)
English for hotel industry staff - Talking with guests 1 (Q & A)
English for hotel industry staff - Talking with guests 2 (Q & A)
English for hotel industry staff - Talking with guests 3 (Q & A)
English for hotel/resort staff 1 (Vocabulary matching)
English for hotel/resort staff 2 (Vocabulary matching)
English for hotel/resort staff 3 (Vocabulary matching)
English for spa/ health resort staff 1 (General vocabulary)
English for spa/ health resort staff 2 (General vocabulary)
English for spa workers (Vocabulary matching)
English for spa workers (Vocabulary matching)
English for resorts | Casino-resorts 1 (Q & A)
English for resorts | Casino-resorts 2 (Q & A)