FamilyEnglish为华美达大酒店做企业培训

Market Leader will provide the English language training that is relevant to the hospitality profession. The focus will be on general language and communication for all departments, to allow the resorts to operate with a high standard of English. Our programs will use exercises, text books, pictures and audio-visual components. Role plays are an essential part of the training, and we use video cameras for role-plays and hospitality etiquette training. Hospitality specialists use this material to analyse English language skills as well as rhetoric, service skills and general attitude and behaviour. The students receive a course programme as well as their lesson sheets. All our teachers will use laptops and LCD projectors to facilitate and professionalize the course programme.

 

Depending on the customer’s needs, the English language training programme can take three to six month for small and medium-sized hotels, or year-around for large corporations.

Where

The training will take place in the hotel’s premises in an allocated room.

The evaluation consists of both a language and service department specific test. It is a thorough and comprehensive evaluation and report on the current ability of all staff, designed to provide the management with all the information necessary to pinpoint customer service issues and problems in order to identify the strengths and weaknesses of all staff in all departments. It contains the following components.

▇ Speaking and pronunciation

▇ Listening

▇ Vocabulary

▇ Understanding

▇ Department specific service skills

▇ Department specific knowledge

▇ Greetings and farewells

▇ Hotel services and facilities

▇ Directions

　

Department specific service role plays include F&B staff seating guests, taking orders and recommending food, reception staff handling money matters and describing the hotel, spa staff describing treatments and bell boys describing the features of all rooms. The evaluation lasts between 30 minutes and one hour, and thoroughly tests a number of important skills, including overall language ability. These results will be supplied to the hotel management and used as the basis of student placement in the training program. It will also be used to decide the topics and areas which are most urgently required for study, and which specific areas should be improved as a priority. Depending on the length of the programme, evaluation will be done every three to six months. The clients will receive a full analysis of the tests and Market Leader will recommend necessary course adjustments.

 

There will be several consultants working on the program.

▇ An educational consultant with analytical skills who is responsible that each student improves according to their capability. He/she assists in analysing the hotel’s performance and writing reports.

▇ Market Leader provides consultants with specific know-how in food and beverage, wine, international cooking techniques, service skills, customer care skills, marketing and management.

▇ A lesson planner. He/she will do extensive research in the hotel and in co-operation with the hospitality and educational consultant write exercises and the curriculum.

Hotel Training Topics F & B Front Office Spa HK & Eng Back Office Management Receiving guests √ √ √ √ √ √ Giving information √ √ √ √ √ √ Hotel and restaurant services √ √ √ √ √ √ Describing hotel facilities √ √ √ √ √ √ Farewells √ √ √ √ √ √ Money matters √ √ √   √ √ Paying bills √ √ √   √ √ Payment queries √ √ √   √ √ Polite requests and responses √ √ √ √ √ √ Dealing with complaints √ √ √ √ √ √ Apologising √ √ √ √ √ √ Dealing with requests √ √ √ √ √ √ Recommending √ √ √     √ Presenting information   √ √   √ √ Giving directions indoors √ √ √ √ √ √ Giving directions outdoors √ √ √ √ √ √ Explaining and instructing √ √ √ √ √ √ Asking for information √ √ √ √ √ √ Asking and explaining √ √ √ √ √ √ Asking and comparing √ √ √     √ Taking and order on the phone √ √ √     √ Taking phone calls √ √ √ √ √ √ Dealing with phoned requests √ √ √ √ √ √ Describing jobs and workplaces √ √ √ √ √ √ Answering personal questions √ √ √ √ √ √ Seating guests √         √ Describing food dishes √           Talking about food √           Serving drinks √           Taking the food order √           Carrying and serving food √           Clearing plates from a table √           Preparing to serve coffee and tea √           Serving coffee and tea √           Describing food dishes √           Hotel structure   √     √ √ Thailand √ √ √   √ √ The local weather √ √ √   √ √ International hotels   √     √ √ International tourism   √     √ √ Off site services   √     √ √ The business traveller   √     √ √ Hosting conferences   √     √ √ Planning conferences   √     √ √ Business promotions   √     √ √ Types of accommodation   √     √ √ Reservations and check in   √       √ Upgrading guests   √     √ √