How to say - "I am sorry".

In a previous posting  I have discussed this and I have produced a document for you to share.

In this post are the Teaching Aids to assist you.

 Sorry - Wai

Sorry - Listen

Sorry - How to fix

Sorry - Okay?

Sorry - Fix it

Sorry - Check it

Sorry - Keep a record

Everyone's happy

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.

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

What to do when it rains...

conversation practice 

It is raining...

Outline: 
1) Many of your staff will get this question whilst they work in a Hotel Lobby.
2) Share with each other what they do when it rains.
3) Ask the staff for ideas for what to do in Phuket.

To make the book print out each page.
Cut each page in half.
Stick both sheets onto an A4 piece of paper BUT turn the top piece upside down.
Photocopy each sheet.
Photocopy and double side each sheet.
Fold top to bottom and cut horizontally.
Fold left to right and staple vertically.

             

Page 1 - Download here
Page 2 - Download here
Page 3 - Download here
Page 4 - Download here
Page 5 - Download here
Page 6 - Download here

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

Thank you Certificate

recognition and thanks

This is to show your students that you appreciate their efforts

             

Download here.

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

Buddha images in Phuket

conversation practice + Thai culture

This is to have a conversation about Places of Interest.

Outline: 
 1) Tell your staff to be aware of the need to share information.
 2) Thai culture may not be interesting to themselves BUT.
 3) The topic here is "The Buddha images in Phuket".
 4) Not just the 'Tourist Destinations'.
NB: remind the guests regarding appropriate dress.

             

Download here.

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

I would like to buy

conversation practice + guest requests

This is to have a conversation about what guest want to buy.

Outline: 
    1) Ask your staff to make a list of common purchase requests.
    2) So do the staff know where these items can be found?
     3) If they can be found then how does the guest get there?
    4) If the staff do not know then how do they tell the guest that they will find out?

             

Download here.

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

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.