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Hotel Front Desk Excellence – HearSay English B1
Master the art of exceptional hospitality with this interactive course. Practice your listening and speaking skills on the go while learning to create memorable guest experiences.
Lessons Welcoming the Guest Learn how to greet guests and create a positive first impression at the front desk.
Vocabulary a reservation (a reservation) to check in (to check in) a welcome (a welcome) hospitality (hospitality) to register (to register) an ID (an ID) Objectives Greet a guest warmly Ask about a guest's journey Confirm reservation details Using Front Desk Technology Handle mobile check-ins and digital concierge systems with confidence and ease.
Vocabulary a mobile app (a mobile app) digital (digital) a chatbot (a chatbot) automated (automated) a kiosk (a kiosk) an upgrade (an upgrade) Objectives Explain the digital check-in process Assist guests with the mobile app Showing Active Empathy Practice active listening and emotional intelligence during guest interactions.
Vocabulary empathy (empathy) active listening (active listening) an interaction (an interaction) emotional intelligence (emotional intelligence) a tone (a tone) to acknowledge (to acknowledge) Objectives Demonstrate active listening skills Respond appropriately to guest moods Solving Guest Problems Empower yourself to fix issues quickly, politely, and effectively.
Vocabulary to resolve (to resolve) an inconvenience (an inconvenience) a solution (a solution) a complaint (a complaint) to empower (to empower) a replacement (a replacement) Objectives Apologize for an inconvenience Offer a swift and polite solution Personalizing the Stay Remember preferences and add thoughtful touches for special occasions.
Vocabulary a preference (a preference) an occasion (an occasion) an amenity (an amenity) to personalize (to personalize) a memorable experience (a memorable experience) loyalty (loyalty) Objectives Note a guest's special preference Offer a customized room amenity Communicating With the Team Coordinate seamlessly with housekeeping and maintenance for a smooth guest stay.
Vocabulary housekeeping (housekeeping) maintenance (maintenance) internal communication (internal communication) a department (a department) seamless (seamless) a status (a status) Objectives Report a maintenance issue Request immediate room cleaning Gathering Guest Feedback Ask for reviews and act on guest feedback to continuously improve service.
Vocabulary feedback (feedback) a review (a review) a survey (a survey) continuous improvement (continuous improvement) an evaluation (an evaluation) a reputation (a reputation) Objectives Request a guest review politely Thank a guest for their feedback 
