arrow_back_ios At Your Service
This track is part of the At Your Service hospitality training program for the F&B department. Start at this level if your English skills could use some improvement.
In this level, you’ll learn many practical English phrases that you can use in daily situations. You’ll also get the opportunity to brush up on your soft skills. By the end of this track, you:
- Will feel confident about welcoming guests in English
- Can give basic directions in English
- Can respond to compliments and constructive feedback in English
- Can apologize and offer a suitable solution
And you’ll know all the right body language that goes with these skills!
Click on the weekly assignments if you want to know more.
Assignments in this track
Welcoming a Guest
In this first course of the At Your Service program Level 1, learners learn about greeting and welcoming the guests. At the end of the course, learners will be able to:
- feel confident about welcoming guests;
- make a personal introduction;
- express a pleasant wish;
- assume a body posture that is welcoming and approachable.
Handling a request for directions
Building on the first course, one of the most common forms of lending assistance in Hospitality is providing directions. When a guest needs directions, anyone with only a basic knowledge of English can provide useful information. In this course, you will learn how to:
- give basic directions;
- tell the guest where a location is;
- describe the destination;
- use orientation points in your directions;
- use the right body language when giving directions.
Checking guest satisfaction
Knowing how your guests are doing is very important to ensure that problems are dealt with effectively. Therefore, checking guest satisfaction adequately is a very important communication skill to develop. At the end of this course, you will know how to:
- enquire after someone's experience;
- respond to compliments;
- respond to constructive feedback;
- express positive wishes;
- show interest non-verbally.
Handling a question you don’t know how to answer
It's impossible to have all the answers. Sometimes the question is lost in translation or it could be you simply don't know the answer. Knowing how to handle questions that you don't know how to answer is a useful skill at any level. At the end of the course, you will be able to:
- handle questions that you don't know how to answer;
- select key words from the guest's needs;
- provide an apology and a suitable solution for the guest ;
- demonstrate your skills in listening and observing