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.

Grammar....

I have been asked to look more closely at the quality of the spoken English. This means getting those books out - how much will I remember?

Grammar

Transport in Phuket...

conversation practice + share information

This is to have a conversation about the choices of transport.

Outline: 
1) Ask your staff to tell you the forms of transport available in Phuket.
2) Share their feelings about each type.
3) Everything has pros and cons.

             

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 - Thai superstition (III)

conversation practice + Thai culture

This is to have a conversation.

Outline: 
1) Ask your staff to list a Thai superstition.
2) Ask your staff to discuss what it is in English.
3) But what does it mean? 
4) The attached document is homework to discuss the next day individually.
            

Download here.

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