Continue developing language and skills for working in a customer-facing role at a
hotel. Through dialogues and real-world scenarios, learners practice functional
phrases and vocabulary related to a number of customer service roles, with an
emphasis on the hotel industry.
- Courses for English Language Learners. The course is taught in English.
- NRS Level (National Reporting System): High Beginner
- BEST Plus® SPL (Student Performance Level): 3-4
- Each unit is a collection of short lessons that are 3 minutes or fewer. Units usually take an hour to complete.
Unit 1: What Skills/Behaviors are Necessary for Good Customer Service?
Use “can” to discuss professional ability. Name 5 key skills for good customer service: professionalism, a positive attitude, active listening, empathy and clear
communication.
Unit 2: What Does Good Customer Service Look Like?
Listen to examples to recognize the 5 key skills for good customer service in action.
Unit 3: Resolving a Problem
Identify key vocabulary for resolving a problem with a customer. Name key steps for
resolving a problem: listen, follow instructions, thank for feedback, make a creative
action. Identify responses to customer complaints based on course learnings.
Unit 4: Review of Units 1 to 3 in a Hotel Setting
Identify key phrases and skills to fix a problem for a guest. Name important hotel
vocabulary: guests, guest services and amenities.