English for Hospitality Professionals
English for Hospitality Professionals
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English for Hospitality Professionals is an Online Course designed for professionals and students working in the tourism industry. This course is designed for beginner and pre-intermediate (A2 level) English learners.
The learner will learn the principles of the tourism industry, review important vocabulary and grammar, hone his listening skills, and increase his confidence in communicating in English. Course materials and assignments include video lectures, vocabulary and grammar resource lists, reading materials, discussion boards, and comprehension tests.
The emphasis in English for Tourism Professionals is on broadening vocabulary. It offers a well-rounded introduction to the English that hospitality professionals need.
Most lessons focus on what a hospitality worker does. Some lessons-labeled "The Guest's Experience” -feature a guest's actions instead. These are included because it is important for hospitality workers to learn vocabulary related to certain guest-centered processes.
Aims of this specialization; A few of the aims are
To activate readers" "event schemata," their sets of expectations about how ordinary hospitality events usually proceed
To concentrate on the most essential and most picturable steps in those activities
To create pictorial associations that aid in the storage and retrieval of vocabulary knowledge
Leela Home eLearning does not intend to teach people how to do hospitality jobs. This can be done very well by the expert personnel at career schools or in company training programs. Our target is language.
We will go through the following :
Unit 1: Before a Check in :
Taking a reservation by phone
Revising a reservation
Suggesting Alternative accommodation
The Guest’s Experience : Meeting a Hotel representative at the airport
Unit 2 : Checking Guests In :
The Guest’s Experience : Arriving at the hotel
Welcoming a Guest 1 : With Reservation
Welcoming a Guest 2 : Without a reservation
Securing the stay with a credit card
Filling out a registration form
Escorting a guest to a room
Orienting a guest to a room
Showing the Guest how to get hotel information
Dealing with a dissatisfied guest
Checking in a large Tour Group
Unit 3 : Hotel Services :
Helping a Guest Ship a Parcel
Parking a guest’s car
Laundry Services 1 : The hotel Laundry
Laundry Services 2 : Coin Operated machines
Housekeeping 1 : Dealing with Damage in a Room
Housekeeping 2 : Bringing Extra Amenities to the room
Housekeeping 3 : Cleaning a room
Room service 1: Taking an order
Room service 2 : Delivering an order
Taking messages for a guest
Serving a guest in the gift shop
The Guest’s Experience :
- Signing for drinks and Snacks
- Using the Business Center
- In-Room entertainment
- Using the family pool
- Using the fitness center
- At the executive lounge
Unit 4 : In the restaurant :
Taking a restaurant reservation by phone
Accommodating Guests who have no reservation
Explaining that no table is available
Receiving and Seating Guests
Taking a beverage order and serving beverages
Taking a meal order
Placing Food Order's with the Kitchen / Adjusting Place Settings
Serving the First Course
Serving the Main Course
Clearing the Table after Courses
Serving Dessert / Making Coffee
Refilling Water Glasses/Lighting Cigarettes / Changing Ashtrays
Making Tea/Serving Beverages after Meals
Presenting the Check/Bill
Taking a payment at the register 1 :
- A satisfies Customer
- A dissatisfied Customer- Dealing with Complaints
- A credit card Problem
Clearing Unused Place Settings
Polishing and Handling Glassware/Cutlery
Setting the Table
Appendix 1: Duties of Restaurant Staff
Unit 5: Concierge Services
Explaining the details of a hotel tour
Advising guests about nearby restaurants
Arranging for a taxi and courtesy car
Booking the hotel for future conferences
Directing Guests to facilities near the hotel
Handling a request for child care
Lost and Found
Unit 6 : Dealing with Problems :
Helping a guest who is injured
Getting Medical Care for a guest
Dealing with noisy guests
Advising a guest about safe storage
The guest’s experience : Reporting a problem
Unit 7 : Checking out :
The guest Experience : Getting ready to leave the hotel
Checking a guest out : a dispute about the bill
Exchanging currency
Storing luggage after check out
The guest’s experience : leaving the hotel
Appendix :
Grooming the hygiene for hospitality professionals
Checklist of good hospitality practices
Common items in the hospitality business
Syllabus for Revenue Manager Intermediate Level Hospitality Professional
I. Introduction to the Hospitality Industry
A. Overview of the Hospitality Industry
B. Different Segments of the Hospitality Industry
C. Career Opportunities in the Hospitality Industry
D. Trends and Developments in the Hospitality Industry
II. Revenue Management Fundamentals
A. Overview of Revenue Management
B. Understanding Demand and Capacity
C. Market Segmentation and Targeting
D. Pricing Strategies and Tactics
III. Yield Management
A. Overview of Yield Management
B. Setting Room Rates and Inventory Control
C. Understanding Occupancy and Average Daily Rate (ADR)
D. Forecasting and Budgeting
IV. Revenue Management Systems (RMS)
A. Overview of Revenue Management Systems (RMS)
B. Implementing and Utilizing RMS
C. Integrating RMS with Other Hospitality Systems
D. Analyzing and Reporting on RMS Data
V. Dynamic Pricing Strategies
A. Overview of Dynamic Pricing Strategies
B. Developing and Implementing Dynamic Pricing Models
C. Optimizing Dynamic Pricing Strategies
D. Measuring the Effectiveness of Dynamic Pricing Strategies
VI. Sales and Marketing Integration
A. Overview of Sales and Marketing Integration
B. Aligning Sales and Marketing Strategies with Revenue Management Goals
C. Collaborating with Sales and Marketing Teams on Pricing and Promotional Strategies
D. Evaluating and Adjusting Sales and Marketing Strategies to Improve Revenue Performance
VII. Data Analytics and Decision-Making
A. Overview of Data Analytics and Decision-Making
B. Collecting, Cleaning, and Analyzing Data
C. Using Data to Make Evidence-Based Decisions
D. Visualizing Data and Communicating Insights
VIII. Leadership and Team Management
A. Overview of Leadership and Team Management
B. Effective Communication and Interpersonal Skills
C. Motivating and Engaging Revenue Management Team Members
D. Conflict Resolution and Problem-Solving Skills
IX. Professional Development
A. Overview of Professional Development
B. Industry Certifications and Licenses
C. Networking and Mentorship Opportunities
D. Continuous Learning and Skill Development
X. Case Studies and Industry Best Practices
A. Overview of Case Studies and Industry Best Practices
B. Analyzing Revenue Management Strategies in Real-World Situations
C. Understanding the Impact of External Factors on Revenue Management
D. Identifying Best Practices and Lessons Learned
Syllabus for Human Resources Manager Intermediate Level Hospitality Professional
I. Introduction to the Hospitality Industry
A. Overview of the Hospitality Industry
B. Different Segments of the Hospitality Industry
C. Career Opportunities in the Hospitality Industry
D. Trends and Developments in the Hospitality Industry
II. Human Resources Fundamentals
A. Overview of Human Resources Management
B. Understanding HR Legal Requirements and Regulations
C. HR Planning and Strategy
D. Recruitment and Selection
III. Employee Relations and Engagement
A. Overview of Employee Relations and Engagement
B. Building a Positive Workplace Culture
C. Managing Employee Grievances and Disputes
D. Employee Recognition and Rewards Programs
IV. Performance Management and Development
A. Overview of Performance Management and Development
B. Setting Performance Objectives and Expectations
C. Conducting Performance Appraisals and Evaluations
D. Providing Feedback and Coaching for Improvement
V. Training and Development
A. Overview of Training and Development
B. Identifying Training and Development Needs
C. Developing and Implementing Training Programs
D. Evaluating the Effectiveness of Training Programs
VI. Compensation and Benefits
A. Overview of Compensation and Benefits
B. Developing and Administering Pay Scales
C. Designing and Managing Employee Benefit Programs
D. Managing Employee Benefit Enrollments and Changes
VII. Human Resources Information Systems (HRIS)
A. Overview of Human Resources Information Systems (HRIS)
B. Implementing and Utilizing HRIS
C. Integrating HRIS with Other Hospitality Systems
D. Analyzing and Reporting on HRIS Data
VIII. Leadership and Team Management
A. Overview of Leadership and Team Management
B. Effective Communication and Interpersonal Skills
C. Motivating and Engaging HR Team Members
D. Conflict Resolution and Problem-Solving Skills
IX. Professional Development
A. Overview of Professional Development
B. Industry Certifications and Licenses
C. Networking and Mentorship Opportunities
D. Continuous Learning and Skill Development
X. Case Studies and Industry Best Practices
A. Overview of Case Studies and Industry Best Practices
B. Analyzing HR Strategies in Real-World Situations
C. Understanding the Impact of External Factors on HR Management
D. Identifying Best Practices and Lessons Learned
Syllabus for Food and Beverage Manager Intermediate Level Hospitality Professional
I. Introduction to the Hospitality Industry
A. Overview of the Hospitality Industry
B. Different Segments of the Hospitality Industry
C. Career Opportunities in the Hospitality Industry
D. Trends and Developments in the Hospitality Industry
II. Food and Beverage Operations
A. Overview of Food and Beverage Operations
B. Understanding the F&B Service Process
C. Menu Design and Development
D. Inventory Management and Cost Control
III. Beverage Management
A. Overview of Beverage Management
B. Types of Beverages and their Characteristics
C. Wine and Spirit Knowledge and Service
D. Developing and Managing Beverage Programs
IV. Kitchen Operations
A. Overview of Kitchen Operations
B. Kitchen Safety and Sanitation
C. Kitchen Equipment and Technology
D. Kitchen Management and Staffing
V. Service and Presentation
A. Overview of Service and Presentation
B. Guest Services and Etiquette
C. Table Setting and Service Techniques
D. Menu Presentation and Display
VI. Marketing and Sales
A. Overview of Marketing and Sales
B. F&B Marketing and Promotion Strategies
C. Building and Maintaining Customer Relationships
D. Evaluating Sales Performance and ROI
VII. Event Management
A. Overview of Event Management
B. Types of Hospitality Events
C. Planning and Coordinating Events
D. Managing Event Logistics and Operations
VIII. Financial Management
A. Overview of Financial Management
B. Budgeting and Forecasting for F&B Operations
C. Cost Control and Profit Optimization
D. Analyzing and Managing Financial Performance
IX. Professional Development
A. Overview of Professional Development
B. Industry Certifications and Licenses
C. Networking and Mentorship Opportunities
D. Continuous Learning and Skill Development
X. Case Studies and Industry Best Practices
A. Overview of Case Studies and Industry Best Practices
B. Analyzing F&B Strategies in Real-World Situations
C. Understanding the Impact of External Factors on F&B Operations
D. Identifying Best Practices and Lessons Learned
Syllabus for Spa Manager Intermediate Level Hospitality Professional
I. Introduction to the Spa Industry
A. Overview of the Spa Industry
B. Different Types of Spas
C. Career Opportunities in the Spa Industry
D. Trends and Developments in the Spa Industry
II. Spa Operations
A. Overview of Spa Operations
B. Understanding the Spa Service Process
C. Menu Design and Development
D. Inventory Management and Cost Control
III. Spa Therapy and Treatments
A. Overview of Spa Therapy and Treatments
B. Types of Spa Therapies and Treatments
C. Understanding the Science of Spa Therapy
D. Developing and Managing Spa Treatment Programs
IV. Spa Management
A. Overview of Spa Management
B. Spa Safety and Sanitation
C. Spa Equipment and Technology
D. Spa Management and Staffing
V. Customer Service and Sales
A. Overview of Customer Service and Sales
B. Guest Services and Etiquette
C. Building and Maintaining Customer Relationships
D. Evaluating Sales Performance and ROI
VI. Marketing and Promotions
A. Overview of Marketing and Promotions
B. Spa Marketing and Promotion Strategies
C. Building Awareness and Driving Traffic
D. Evaluating Marketing Efforts and ROI
VII. Financial Management
A. Overview of Financial Management
B. Budgeting and Forecasting for Spa Operations
C. Cost Control and Profit Optimization
D. Analyzing and Managing Financial Performance
VIII. Professional Development
A. Overview of Professional Development
B. Industry Certifications and Licenses
C. Networking and Mentorship Opportunities
D. Continuous Learning and Skill Development
IX. Spa Design and Decor
A. Overview of Spa Design and Decor
B. Creating a Spa Environment
C. Spa Lighting and Aromatherapy
D. Spa Decor and Amenities
X. Case Studies and Industry Best Practices
A. Overview of Case Studies and Industry Best Practices
B. Analyzing Spa Strategies in Real-World Situations
C. Understanding the Impact of External Factors on Spa Operations
D. Identifying Best Practices and Lessons Learned
Syllabus for Event Manager Intermediate Level Hospitality Professional
I. Introduction to Event Management
A. Overview of Event Management
B. Different Types of Events
C. Career Opportunities in Event Management
D. Trends and Developments in Event Management
II. Event Planning and Preparation
A. Overview of Event Planning and Preparation
B. Event Concept Development and Budgeting
C. Venue Selection and Management
D. Contract Negotiations and Vendor Management
III. Marketing and Promotions
A. Overview of Marketing and Promotions
B. Event Marketing and Promotion Strategies
C. Building Awareness and Driving Attendance
D. Evaluating Marketing Efforts and ROI
IV. Event Operations
A. Overview of Event Operations
B. On-Site Event Management and Logistics
C. Staffing and Volunteer Management
D. Event Safety and Security
V. Customer Service and Sales
A. Overview of Customer Service and Sales
B. Guest Services and Etiquette
C. Building and Maintaining Customer Relationships
D. Evaluating Sales Performance and ROI
VI. Financial Management
A. Overview of Financial Management
B. Budgeting and Forecasting for Event Operations
C. Cost Control and Profit Optimization
D. Analyzing and Managing Financial Performance
VII. Event Technology and Equipment
A. Overview of Event Technology and Equipment
B. Audio-Visual and Lighting Technology
C. Event Management Software and Tools
D. Equipment Rentals and Management
VIII. Professional Development
A. Overview of Professional Development
B. Industry Certifications and Licenses
C. Networking and Mentorship Opportunities
D. Continuous Learning and Skill Development
IX. Event Design and Decor
A. Overview of Event Design and Decor
B. Creating an Event Atmosphere
C. Event Lighting and Aromatherapy
D. Event Decor and Amenities
X. Case Studies and Industry Best Practices
A. Overview of Case Studies and Industry Best Practices
B. Analyzing Event Strategies in Real-World Situations
C. Understanding the Impact of External Factors on Event Operations
D. Identifying Best Practices and Lessons Learned
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