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HOT ENGLISH for HOTEL STAFF Customised English Language and
Public Relations Training The key to a hotels success and
growth
2012
1/1/2012
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HOT ENGLISH
Giving hotel employees the skills and confidence to communicate
effectively, politely and successfully with guests, visitors,
enquirers and associates
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HOT ENGLISH
Why is Hot English the right training programme for your
hotel?
The hotel Industry is very dynamic and complex. Many factors
determine profitability and success. The most essential element a
hotels management can directly control is customer
satisfaction.
Customer satisfaction is determined initially by the quality of
a hotels facilities and room rates. This level of satisfaction is
usually fixed by overheads such as costs of labour, utilities,
supplies, geographical location and external influences such as
currency exchange rates and government taxes, over which a hotels
management has no control.
But whatever level of customer satisfaction these factors bring
and however impressive a hotels physical amenities are, guests
perceptions can be radically changed by how well or badly hotel
staff communicate with them with essential information about
services and directions or in resolving problems.
Many hotels alienate guests and lose business when their
employees lack a proper foundation in English or an English
reference guide. Hot English will give your hotel staff both of
these essential attributes.
Once your hotel staff complete Hot English training, they
acquire an essential grasp of the English language functions they
need to help guests in a professional and supportive way. They also
have complete knowledge of the Hot English reference guide, which
they can use easily to deal with queries over information and
services quickly and politely whenever required.
Hot English equips thus adds a valuable extra layer to your
hotels guest relations and creates a pleasant, harmonious working
atmosphere for staff, clients, visitors and enquirers.
Use HOT ENGLISH to improve your hotel staffs English and PR
skills and your guest relations too!
HOT ENGLISH
Fun to study!
Friendly, supportive training environment
Gives practical skills to hotel employees
Brings visible improvement to trainees skills
& confidence and to a hotels guest relations
Flexible delivery schedules to suit whatever
days and times are convenient for each hotel
Tried, tested and proven
A track record of success
Testimonials available from past trainees
http://www.tslhotenglish.com/references
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HOT ENGLISH Your hotels key to improved customer relations and
improved business!
HOW HOT ENGLISH WORKS
Hot English proceeds through 3
stages:
STAGE 1 INTRODUCTION &
EVALUATION
The first step is an on-site introductory seminar providing
comprehensive information about the Hot English programme and its
goals. This is followed by an evaluation of hotel staff
participating in the training. The evaluation is done through
practical, everyday English conversational usage, reading
comprehension and an object visual exam. An evaluation is made of
each trainees English skills to determine their starting point with
the HOT ENGLISH programme.
STAGE 2: INSTRUCTION &
CONVERSATIONAL PRACTICE
Employees undertake training in
accordance with their work
responsibilities at the hotel (e.g. front
desk, hotel operation, restaurant and
room service, spa and fitness services,
housekeeping, security, maintenance
workers and upper management
positions). They receive short and simple
but highly relevant assignments to
prepare for their next class familiarising
them with the most common and topical
conversation subjects and questions
asked in their sector.
topical conversation subjects and questions asked in their
sector.
STAGE 3: LEARNING, APPLYING AND QUALIFYING
In the final stage, hotel employees receive HOT ENGLISH training
and apply
the fruits of what they have learned in their respective job
locations around
the hotel. Simulated (mock-up) role playing between the teacher
and
employees is used so that trainees are fully focussed and better
prepared
for real life situations and conversations with guests.
In the final week, a comprehensive written and oral examination
is set in
which trainees who pass receive a CERTIFICATE OF COURSE
COMPLETION.
HOT ENGLISH STUDY OPTIONS
OPTION A: 1 lesson of 2 hours length each per week for 24 weeks
(total
of 48 hours);
OPTION B: 2 lessons of 2 hours length each per week for 12
weeks
(total of 48 hours).
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simplifying IT
SAMPLE HOT ENGLISH DELIVERY PROGRAMME
1. Initial Exam and Introductory Clauses 13. Review of Test
results
2. Practice of Introductory Phrases 14. Talking Family
Conversation
3. Morning Conversations / Assorted Categories 15. Greetings /
Proper Etiquette
4. Practice Morning Conversations 16. Restaurant
Conversations
5. Afternoon Conversations/ Assorted Categories 17. Gym/Fitness
/Spa English
6. Afternoon Conversation Practice 18. Practice of Assorted
Conversations
7. Evening Conversations / Assorted Categories 19. Front Desk
Check-In
8. Evening Conversation Practice 20. Housekeeping
Conversation
9. Body Parts and Health / Assorted Categories 21. Maintenance
and Repairs
10. Travel and Background Conversation Practice 22. Security
Greetings
11. Review for Mid-term Exam 23. Special Events / Parties
12. Mid-term Exam
13.
14.
HOT ENGLISH: RAPID RESULTS
HOT ENGLISH enables hotel staff to master the language
needed for their specific jobs an amazing 6 times faster
than
traditional English teaching methods. It also provides guest
relations techniques which helps hotels increase their revenue
,
turnover and market share by up to 20%. HOT ENGLISH is
easy to administer and operate and allows up to 95% of staff
to
improve their English language skills (as opposed to 20-25%
of
traditional English language classes). It is a proven
effective
method of enhancing essential English communication skills
within the hotel industry and related sectors.
Contact TSL Hot English
TSL Education Centre
Academic Consultant David Michael 084-878-9644
Marketing Consultant - Andrew Elliott - 089-200-5649
www.iesthailand.com [email protected]
http://www.tslhotenglish.com/
http://www.iesthailand.com/http://www.tslhotenglish.com/
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HOT ENGLISH LESSONS ARE FUN TO LEARN AS WELL AS INSTRUCTIVE,
HELPFUL AND SUPPORTIVE!
ALL LANGUAGE POINTS ARE EXPLAINED CLEARLY WITH EXAMPLES,
PRACTICE AND REINFORCEMENT
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CONTACT HOT ENGLISH FOR A NO OBLIGATION
DISCUSSION ABOUT HOW THIS PROGRAMME
CAN HELP YOUR HOTEL IMPROVE ITS GUEST
RELATIONS, REVENUES, BUSINESS AND
EMPLOYEE SKILLS AND
CONFIDENCE!
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Contact TSL Hot English
TSL Education Centre
Academic Consultant David Michael 084-878-9644
Marketing Consultant - Andrew Elliott - 089-200-5649
www.iesthailand.com [email protected]
http://www.tslhotenglish.com/
http://www.iesthailand.com/http://www.tslhotenglish.com/
