Objective :

• To orient to hospitality terminologies and practices

• To improve English communication skills in the area of hospitality

• To practice using courteous expressions in hospitality industry

This course offers the following selection of topics.  The inclusion of topics below depends on the class hours, the interest and suitability for individual school.

•   English for tour guiding

• Handling tourist’s request and complaints

• Hotel information

• History of Macao

• Information about Macao

• Tourist attractions of Macao

•   English for Retail Sales Professionals

• Determining the customer’s wants and needs

• Introducing a product

• Money matter/ methods of payment

• Answering a customer’s query

• Selling a product

• Handling returned goods or request for refund

• Discounts/ promotions/ sales

•   English for Hotel Front Desk

• Describing the hotel and its facilities

• Making reservations

• Handling Check-in

• Handling customer enquiries

• Handling mail & messages

• Handling safe deposit

• Check-out

• Handling requests and complaints

 •   English for Hotel Housekeeping

• Servicing guest rooms

• Housekeeping knowledge and handling requests

• Handling laundry service

• Handling complaints

 •   English for Food & Beverage

• Making reservation

• Welcoming guest

• Servicing beverages

• Taking food orders

• Handling requests

• Handling complaints

• Handling payment