Polite and diplomatic english for hotels’ employees

Szkolenia , kursy, księgowość, rachunkowość, podatki

Polite and diplomatic english for hotels’ employees

11 12 2019 - Warszawa

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Trainer

Certified English teacher and interpreter. She has been successfully running her business activity regarding language trainings and consultations. She has been gathering her professional experience as a certified language teacher and examiner in Modern School, Metpol Sp. z o.o. and as an Account Manager in Academy of New York. She has also taken part in business meetings, conferences and negotiations many times. She specializes in professional trainings regarding: legal English, business English and trainings relating to a particular parts of business. Moreover, she prepares to language exams, such as: FCE, CAE, TOEFL, ILEC and LCCI. It is worth mentioning that she gained experience in soft business skills. She has accomplished many trainings and courses regarding business communication. Currently she has been running courses regarding topics, such as: „Polite and diplomatic English for hotels’ employees”, „Business culture in UK and USA”, „The art of small talk in business”, „Effective communication in business, both oral and written: business correspondence”, „Legal English: negotiating contracts, mediations and negotiations”, „English for assistants, front desk and administrative employees”. During her professional career she has worked with companies, such as: Baltona, WARBUD, RDBud, Multi Poland, Robico, PwC, TNT Express, ACHA Public Relations and Westin and Sheraton Hotels. She also took part in EU project ‘New qualifications – bigger possibilities’ during which she was running specialized English courses. She cooperates with PAN and IBPRS while writing, proof reading and correction of scientific articles.

The aim of training

The predominant aim of this course is to work on and to improve the level of English in your hotel and amongst its employees. It is said that English has become “the language of international business”, some people even say that is has become the language of success, success that you have been invited to share with. Thanks to this course your employees will receive the exceptional chance to improve their language skills, learn how to deal with stressful situations and how to cope with customers.

To whom it refers

The course is dedicated to employees who work in hotel industry, especially for receptionists, waiters and waitresses, bar tenders, security employees, maids and hotel room service.

The programme of training

MODULE I – INTRODUCTION TO HOTEL LIFE

HOTEL, PEOPLE AND AMENITIES

1) Hotel structure
2) Hotel culture
3) Hotel Life
4) Amenities
5) Hotel’s Pride
6) Departments
7) Qualities of a good employee
8) First aid, safety issues and emergency situations
9) Hotel activities

COMMUNICATION AND LANGUAGE FUNCTIONS

1) Flow of information
2) Informing about changes
3) Effective communication
4) Providing information and solutions
5) Clarification and paraphrasing

MODULE II – VISITORS, CUSTOMERS AND EVENTS IN A HOTEL

CUSTOMER SERVICE AND MANAGING EVENTS

1) Greeting and helping visitors and customers
2) Monitoring situation and hotel life
3) Aiding in difficult cases
4) Event organization
5) Dealing with impolite or difficult customers and visitors
6) Offering the best solution
7) Solving various problems
8) Controlling the unexpected situations
9) Teamwork policy as an effective tool

COMMUNICATION AND LANGUAGE FUNCTIONS

1) Working on effective flow of information
2) Offering help and providing solution
3) Reaching agreement
4) Diplomatic manner of reaching agreement and solving conflicts
5) Disagreeing in a polite way

MODULE III – RESPONDING TO CUSTOMERS’ DISSATISFACTION

HEARING OUT AND RESPONDING TO COMPLAINTS

1) The ways of calming down the irritated customer
2) Showing understand
3) Hearing out the problems
4) Asking for detailed information and clarification
5) Offering recompensation
6) Admitting to mistake
7) Rebuilding customer’s trust
8) Polite and diplomatic language
9) Compliance process

COMMUNICATION AND LANGUAGE FUNCTIONS

1) Trying to reach compromise
2) Disagreeing in a polite and diplomatic manner
3) Dealing with complaints
4) Reaching agreement
5) Diplomatic language

MODULE IV – PRACTICAL EXERCISES AND CASE STUDIES

MODULE V – ROLE PLAY AND SOLVING CONFLICTS BASING ON PARTICIPANTS’ OWN EXAMPLES

Organizational aspects

The cost of participation of one person: 790 PLN + 23% VAT

Please make a payment after receiving a written confirmation, title the transfer by giving training’s code.

VAT shall not be added when a training is publicly funded (at least 70% of total amount of training).

Price includes: participation in training, training materials, coffee break, lunch, certificate of the completion of the coourse

Hours of training: 10:00 a.m. – 4:00 p.m

Place of training: Warsaw – the training room of MDDP Academy or a conference centre in a city center

Information:
tel. 22 208 21 29, 22 208 28 48, fax (22) 211 20 90
krzysztof.kadlec@akademiamddp.pl

Terminy

11 12 2019 - Warszawa

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