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English for hospitalityBeginner

English for the Front Desk

Twelve lessons of the English a receptionist really uses: check-in, the phone, complaints and check-out

English for the Front Desk

About this course

A course for people who work at a hotel reception and have to speak English there every day. It does not teach grammar for the sake of grammar. It teaches the sentences you say at the desk: welcoming a guest, checking somebody in, taking a booking on the phone, explaining where breakfast is, saying no to an early check-in, answering a guest who is angry, and closing a bill at eight in the morning.

The heart of the course is politeness. In English the difference between Can you wait? and Could I ask you to wait just a moment? decides how the whole conversation goes, and at the desk that difference is worth more than perfect tenses. Every lesson gives you phrases in three levels of directness, the word-for-word translations that make guests uncomfortable, and what to say when you did not catch a name, a number or a date. Ten lessons contain a full dialogue you can listen to and read. After each module there is a short test, and a final test at the end.

Course curriculum

  1. Welcome and check-in

    The first words at the desk, the three levels of politeness, a full check-in, and how to say no to an early arrival.

    • 1.The first words at the desk, and the politeness ladder14 min
    • 2.Checking in a guest who has a booking16 min
    • 3.Early arrival, no booking, and how to say no15 min

  2. Bookings by phone and by email

    Taking a booking on the phone, catching names, numbers and dates by ear, and confirming, changing or cancelling in writing.

    • 1.Taking a booking on the phone16 min
    • 2.Numbers, dates and names by ear18 min
    • 3.Confirming, changing and cancelling in writing14 min

  3. Guest questions and information

    Breakfast, wi-fi and the hotel itself, directions, recommendations, taxis, transfers and late check-out.

    • 1.Breakfast, wi-fi and everything inside the hotel15 min
    • 2.What to see, how to get there, and a taxi for the morning16 min

  4. Complaints and difficult situations

    Noisy neighbours, a dirty room, a broken air conditioner, and a guest who is raising their voice.

    • 1.The complaint routine: noise, a dirty room, a broken air conditioner16 min
    • 2.When the guest raises their voice15 min

  5. Check-out, the bill and saying goodbye

    Closing the bill, answering a guest who disputes a charge, luggage, a taxi and the last thirty seconds of the stay.

    • 1.Check-out and the bill15 min
    • 2.Luggage, a taxi, feedback and the last thirty seconds14 min