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Listening/Speaking
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1 Welcoming guests
2 Welcoming a guest with no reservation
3 'Difficult' guests
4 Looking after guests(1)
5 Looking after guests(2)
6 Reservation inquiries
7 Reservation changes
8 Phone calls to reception
9 Communication problems
10 Guest problems
11 At breakfast
12 At the bar
13 Complaints from guests at the bar
14 In the restaurant (1)
15 In the restaurant (2)
16 In the restaurant (3)
17 Housekeeping
18 Housekeeping problems
19 Room service
20 Guest services
21 In the business centre
22 Recommendations for places to eat
23 Checking out
24 Problems checking out
Resource bank
Answer key / Audio script
Key phrases
Key Words
Grammar reference
Model emails
How do I say...?
On the Phone
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Welcome to Hotel & Hospitality English. This course gives you the English you need to talk to guests - from the moment they arrive at your hotel until the time they check out and you say goodbye. The 24 units focus on face-to-face communication with guests, plus telephoning and writing emails. Each unit begins with a conversation for you to practise the key language including speaking exercises. There is an Answer key at the back of the book.
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