English for Tourism and Hospitality

Having proficient English language abilities is crucial for individuals employed in the tourism sector, particularly for hotel receptionists. This program aims to familiarize participants with essential vocabulary and expressions essential for working at a hotel reception or front desk.

Prior to booking a room, numerous customers often contact a hotel to inquire about its services. Throughout such inquiries, individuals will pose questions to receptionists to determine if the hotel meets their requirements.

This piece will present the English vocabulary required to handle customer queries effectively.

Types of Hotels

When potential guests reach out to a hotel, they seek assurance that the establishment meets their requirements. Hence, it is crucial for hotel staff to be familiar with various hotel categories and to recognize the type under which their hotel falls. The various types of hotels are outlined below:

1. Tourist Hotel- Catering primarily to tourists and vacationers, this type of hotel prioritizes the enjoyment and comfort of its guests.
2. Business/Commercial Hotel- Geared towards business travelers, this hotel offers amenities tailored to the needs of corporate individuals.
3. Budget Hotel- Focused on providing affordable lodging, budget hotels offer basic facilities and are ideal for short-term stays.
4. Luxury Hotel- Offering top-notch services and world-class amenities, luxury hotels set the highest standards in hospitality.

In addition to comprehending the type of hotel they are employed in, hotel reception staff must also be knowledgeable about hotel ratings. These ratings are allocated by government tourist boards and tourism organizations to indicate the level of luxury provided by a hotel.

1-Star Rating– A modest hotel with basic room amenities such as en-suite bathrooms, room service, breakfast, and daily room cleaning.

2-Star Rating– These hotels offer a limited range of facilities. Typically found in budget hotel chains, they aim for consistent quality across all locations. In addition to the facilities of a 1-star hotel, 2-star hotels provide bath towels, body wash, shampoo, and accept credit card payments.

3-Star Rating– Emphasizing guest comfort, 3-star hotels feature well-furnished rooms with amenities like a mini-bar and telephone. Some premium services, like a porter service, may also be available.

4-Star Rating– Known for high comfort levels and top-notch amenities, 4-star hotels provide services such as an “à la carte” restaurant, room service, and complimentary internet access.

5-Star Rating– Considered luxury establishments, 5-star hotels offer top-tier accommodations and service. Amenities in these hotels may include a 24-hour reception, valet service, and laundry service.

A hotel’s star rating is determined by the quality and quantity of its amenities and services. Presented below are the essential hotel facilities:

• Television
• Room Service
• Gym
• Conference Room
• Swimming Pool
• Bar
• Telephone
• Internet Access
• Mini-bar
• Safe

Premium Facilities and Services: Some hotels go a step further by providing premium amenities and services, which may include:

• En-suite Bathroom- A private bathroom directly connected to the bedroom.
• Valet Parking- Service where hotel staff park guests’ vehicles.
• Turndown Service- Housekeeping staff prepare the bed for the night by turning down the bed linen.
• Concierge Service- Staff members dedicated to assisting guests with tasks like booking dinner reservations, securing show tickets, and arranging travel plans.

Adjectives to Describe a Hotel

In addition to addressing general inquiries, hotel staff should be capable of delivering a concise overview of the establishment. These descriptions play a pivotal role in persuading individuals that the hotel is suitable for their needs.

Front desk personnel should possess the ability to portray the hotel’s services, amenities, staff, and style using descriptive adjectives. A comprehensive list of common adjectives utilized to characterize hotel facilities and services is provided below:

Example: The hotel exhibits a modern ambiance with spacious bedrooms and prompt, efficient service.

Adjectives to Describe Hotel Staff

In addition to depicting the hotel facilities, it is essential for reception staff to portray the characteristics of the hotel staff. Potential guests often inquire about the service quality of a hotel, underscoring the importance of providing an accurate description.

The primary adjectives employed to characterize hotel staff are outlined below:

Examples:

• Our reception staff exhibit politeness and helpfulness.
• The restaurant staff are attentive and efficient in their service.

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