“English for hospitality” (EN4HOSTS)
Project number: 2017-1-RO01-KA201-037159
KA2 - Cooperation for Innovation and the
Exchange of Good Practices
KA201 - Strategic Partnerships for school
Your task for this webquest is to find out exactly what
categories of needs the tourists have, what
expectations they have and how we need to
communicate effectively with them to satisfy them.
You and your group (three students total) will become
"experts" on business communication and you will
learn the things you need to know to communicate
Finally, you will exemplify the 8 attractive
communication techniques learned by performing role-
plays (simulation of dialogues between clients and
different types of clients, starting from certain
In groups of three, you will work together
to learn about:
1. good communication in tourism
2. the categories of needs manifested by
3. the key factors of tourists' expectations.
It is time we found out which attractive
techniques and means of
communication we can use in
communicating with tourists in order to
satisfy their expectations in the highest
Each group of students will search for
relevant information about the
techniques and means of
communication in tourism and will fill in
Now that you have completed
all the components of process
one, proceed to process two!
Do a role-play with a partner on making and
answering a question.
Use the rules you wrote in worksheet “Communication
techniques in tourism”.
Ask the tourists what they want.
Tell the tourists what they can do.
Ask the tourists about themselves and their interests.
Tell tourists about local customs. Tell them about any
special rules for your village or culture.
Be helpful and show that you want to give information.
Ask questions about your host and his or her place.
When you have finished, change roles.
In hotel services, customer satisfaction involves:
Correct, complete and faithful information
A first favorable impression on meeting with tourism staff
Obtain a result as expected
Availability to the customer in all situations
Priority treatment for customer requirements
The tendency to reach the level of excellence
Taking into account all the above aspects and the
elements presented in the worksheet Skills and attitude
required in tourism business, present the basics to be
respected in business communication in tourism.
What can you do, and what do you know
after doing this research?
Final evaluation on business
communication in tourism (worksheet)