This document discusses the importance of English language skills in the hospitality industry. It provides essential vocabulary for greetings, guest interactions, and common phrases. It also offers examples of polite expressions for customer service, basic grammar structures, telephone etiquette, handling guest requests, and cultural sensitivity awareness. Role-play exercises are suggested to practice common hospitality interactions.

1. BASIC ENGLISH
LANGUAGE IN
HOSPITALITY
Enhancing communication skills
for the hospitality industry

2. INTRODUCTIONi
Brief overview of the importance of English language
skills in the hospitality sector

3. ESSENTIAL VOCABULARY FOR GREETINGS, GUEST
INTERACTION, AND COMMON PHRASES
EXAMPLE :
WELCOME, CHECK IN, CHECK OUT, ROOM SERVICE, AMENITIES
ETC

4. COMMON
EXPRESSIONS
Polite expressions for customer service
“How may i Assist you ?
Is there any thing else you need ?”
“Thank you for choosing our hotel.”

5. • Simple sentence structures and
tenses.
• Examples: Present simple (“The
hotel provides services”), past simple
(“Yesterday, guests enjoyed their
stay”).
BASIC GRAMMER

6. TELEPHONE ETIQUETTE
• Tips for handling phone calls professionally.
• Example phrases: “Good [morning/afternoon/evening], this is [Your
Name] from [Hotel Name]. How may I help you?”

7. HANDLING
GUEST
REQUESTS
• Language skills for addressing guest needs. •
Examples: “Certainly, I’ll arrange that for you,”
“I apologize for any inconvenience.”

8. Cultural Sensitivity
Awareness
of diverse
cultures
and
respectful
language.
Examples:
Understandin
g cultural
customs,
avoiding
potentially
offensive
language

9. Activity Time
Role-Play Exercises
• Interactive DRILLS for practicing scenarios with
common hospitality interactions.

10. SUMMARY
• Recap of key points and the importance of
effective communication in hospitality