How to say Sorry.

conversation practice + apologising

This is to ensure that you apologise to your guest properly.

Outline: What are the steps.
      1) Wai the guest
      2) Say "Sorry"
      3) Confirm what the problem was
      4) Tell the guest how you are going to fix it
      5)  Check that this is okay with the guest
      6) Confirm with the guest that this is what you will do
      7) ........ get it done .........
      8) Contact the guest that it was done
      9) Make a record of the incident
     10) Now the guest is happy and the Management are aware

Download Page One here.
Download Page Two here.
How to make the leaflet.

These plans are all available for you to use - they are pdf files which can be viewed.

Front Desk - first impressions

How many things are wrong here?

This is to have a conversation about what we look like to others.

Outline: 
1) Watch the short.
2) Write down what was wrong.(see download)
3) Ask the staff to tick whether they have been guilty.

             

Download here.

These plans are all available for you to use - they are pdf files which can be viewed.

Greeting and Welcoming

conversation practice + Hotel English + grammar

This is to know correctly how to welcome.

Outline: 
1) Time of the day changes the greeting.
2) The type of people can alter the welcome.
3) Who the guest are can change the welcome.

             
Notes: The value of the Wai (will focus on in another lesson)

Download here.

These plans are all available for you to use - they are pdf files which can be viewed.

Lesson Plan - How 2 get 2.

conversation practice + vocabulary

This is to have a conversation how to describe a journey.

Outline: 
1) Ask your staff to describe places in the hotel.
2) Share the words to use to describe a journey.
3) Take the pupils (if possible) on these journeys.
4) Ask the pupils the same questions but the pupils are stationary.

             

Download here.

These plans are all available for you to use - they are pdf files which can be viewed.

Lesson Plan - Location description

conversation practice + vocabulary

This is to have a conversation about describing the location.

Outline: 
1) Introduce the idea of telling someone where something is. (a map or a picture)
2) Share with each other the meaning of the text.
3) Look at the hotel map and describe the location of things.

             

Download here.

These plans are all available for you to use - they are pdf files which can be viewed.

Lesson Plans - Directions

direction + hotel specific

This is to practice giving directions.

Outline: 
1) Distribute a map of the property.
2) Ask the pupil to explain how to get to 'x' from a position.
3) Repeat: but ask the pupils to ask each other.
4) Repeat: but change the starting position


Note: the pdf file is for homework and is regarded giving directions
             

Download here.

These plans are all available for you to use - they are pdf files which can be viewed.

Lesson Plans - Replying to requests

conversation practice + Hotel request

This is to practice replying to requests.

Outline: 
Note: There a number of flash cards which are held by the teacher
1) Ask your staff to reply to a common request from a guest ie;
 - where can i put my luggage? 
 - where is the nearest pharmacy?
 - how do I phone the UK?
2) A member of staff replies and another asks another question about the topic ie;

 - is my luggage safe?

 - will they have my drugs?

 - how much will it cost?

             

Download here. Set A. Set B. Set C.

These files should be printed, stuck together and made into 'flash cards'.
These plans are all available for you to use - they are pdf files which can be viewed.

Lesson Plans - A polite reply AND?

conversation practice + problem solving

This is about recognizing a problem and fixing it

Outline: 
1) Ask your staff to discuss common problems.
 - have some of your own on hand 
2) Ask your staff how to apologize for the problem.
3) Ask your staff how the problem can be fixed - NOW.
 - can this complaint be avoided?

             

Download here.

These plans are all available for you to use - they are pdf files which can be viewed.