Scorm de Inglés para Recepción y Atención al Cliente en Hostelería

Duración200 h
FormatoSCORM 1.2

Sobre este contenido

Este scorm aporta los conocimientos requeridos para desenvolverse de manera profesional en el entorno de la hostelería y atención al público, útil en esta rama en la que se requieren profesionales que conozcan diferentes lenguas extranjeras. Este scorm te permite especializarte en las tareas de recepción de un hotel dentro del ámbito de la atención al público. Aprenderás frases útiles que te permitirán comunicarte de forma eficaz y efectiva con los clientes, gestionar reservas y atender solicitudes. Realizarás un repaso de los conceptos gramaticales y léxicos básicos para reforzar tu nivel de la lengua inglesa. Contarás con la ayuda y asesoramiento de los docentes siempre que lo necesites.

A quién va dirigido

El Scorm de Inglés para Recepción y Atención al Cliente en Hostelería está dirigido a cualquier persona que desee ampliar sus horizontes profesionales o mejorar su atención al público angloparlante así como en ampliar sus habilidades y conocimientos en cuanto al inglés profesional para hoteles, restaurantes y otros establecimientos.

Temario

Contenido del temario · 200 horas

Contenido

UNIT 1. PROFESSIONAL COMMUNICATION AT THE HOTEL FRONT DESK
Professional introductions, greetings and courtesy phrases at the front desk
Understanding accents and pace in face-to-face guest service
Reading guest registration forms and house rules
Writing welcome messages and signage
UNIT 2. RESERVATIONS AND CHECK-IN: FROM OTA TO DIGITAL ARRIVAL
Reservation types, room categories and rates
Simulating check-in via app and at the desk
Listening to automated confirmations and OTA messages
Writing booking confirmations and responses to modification requests
UNIT 3. GUEST SERVICE DURING THE STAY
Roleplay: guest requests during the stay
Listening to internal notices between the front desk and other departments
Reading incident reports and operational checklists
Writing internal notes and shift handover reports
UNIT 4. PHONE SERVICE AND DIGITAL MESSAGING
Professional handling of calls and voicemail
Listening to phone conversations and guests" voice notes
Reading chat threads and reservation-management emails
Writing email and chat responses
UNIT 5. COMPLAINT HANDLING AND CONFLICT RESOLUTION
Roleplay: handling a complaint at the desk
Listening to recorded complaints and identifying the problem
Reading compensation policies and resolution protocols
Writing responses to complaints and compensation requests
UNIT 6. CONCIERGE SERVICES AND GUEST EXPERIENCE
Oral recommendations for dining, leisure and local transport
Listening to the guest"s preferences and interests
Reading guides, reviews and sustainability policies
Writing personalised itineraries for the guest
UNIT 7. BILLING, CHECK-OUT AND PAYMENTS
Simulating check-out and saying goodbye to the guest
Listening to questions about the bill and charges
Reading invoices and itemised charges
Writing payment reminders and loyalty communications
UNIT 8. SERVING GUESTS WITH SPECIFIC NEEDS
Roleplay: handling a food allergy or intolerance
Listening to accessibility and reduced-mobility requests
Reading policies on serving families, pets and cultural diversity
Writing a protocol for serving guests with specific needs
UNIT 9. ONLINE REPUTATION: REVIEWS AND DIGITAL BRAND MANAGEMENT
Roleplay: asking a guest for a review
Listening to guest opinions in different digital formats
Reading reviews on platforms
Writing public responses to positive and negative reviews

Palabras clave

Atencion
curso
exrtanjero
hostelería
Hotel
Inglés
Publico
Recepción
Recepcionista
servicios
Turismo
Turísticos

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