Learn Real English for Hospitality
English for Hotel Reception & Front Office B1–B2
Check-in, Reservations, Guest Requests, Complaints and Payments — with Model Answers and Answer Key
by Maxwel A. DMello
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New: the online English for Hotel Reception course with 48 marked quizzes and 1,089 questions.
This is a language-learning book. Always follow your own hotel's policies, including its payment and data rules.
About this book
Make every guest feel welcome. In clear, confident English.
Guests arrive tired, excited, in a hurry or upset, and what you say at the front desk shapes their whole stay. English for Hotel Reception & Front Office B1–B2 shows you how experienced receptionists handle real situations in English: a warm welcome and a smooth check-in, reservations by phone and email, room problems and complaints, card holds and disputed charges, overbooking, guest chat and review replies, and the night shift.
Book 1 of Learn Real English for Hospitality. For the exact front-desk words, add Book 2, Hospitality Vocabulary in Real Life B1–B2.
What you’ll learn
- 24 chapters in four Parts: welcome to the front desk; during the stay; money, messages and systems; selling, teamwork and your career
- Model conversations, emails, guest messages and handover notes from one hotel group with a city hotel, a coastal resort and an aparthotel
- Ready-to-use B1 and B2 phrases for check-in, upgrades, saying no politely, service recovery and honest upselling
- "Say this, not that" tables with the mistakes to avoid, exercises in every chapter, four Part reviews and a complete answer key
- Reference section: phrase bank by situation, check-in and call-flow templates, email and message templates, numbers, dates and the phonetic alphabet, a glossary and a self-assessment checklist
Who it’s for
Hotel receptionists, front office and reservations agents, night auditors, guest relations and concierge staff, hostel, resort and aparthotel teams, hospitality students and job seekers.
Details
Learn Real English for Hospitality
More in this series
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