English: Hotel Support Staff, Guest Contact Basics

Is This Course Right for You?

This applied language programme is a strong fit if you:

• Work in a hotel or hospitality environment and need stronger English for daily guest interactions.
• Regularly greet guests, answer questions about facilities, give directions, or respond to complaints.
• Are an elementary (A2) learner wanting structured, workplace-specific training.
• Prefer practical hospitality language training over general English practice.

What You Will Learn

This course is built around four practical units, each targeting a core part of the hotel support staff's daily role:

Unit 1 — Basic Guest Contact and Staff Introductions Introduce yourself and your role clearly, ask for and answer simple questions about names, jobs, and nationalities, use polite first-contact language with guests, and respond confidently to the very first moments of a guest interaction.

Unit 2 — Basic Hotel Services and Opening Times Answer straightforward guest questions about hotel facilities such as the restaurant, bar, pool, laundry, and room service, communicate opening and closing times accurately, and provide clear information about availability.

Unit 3 — Simple Directions Inside and Near the Hotel Give clear directions to facilities within the hotel and to common nearby places, use basic direction verbs and prepositions correctly, and guide guests confidently using a hotel plan or local map.

Unit 4 — Basic Guest Problems and Escalation Understand common guest problems, respond with a polite apology, offer basic solutions or escalate the issue to the right person, and handle situations such as missing towels, no hot water, noise complaints, or keycard difficulties with professionalism and care.

Real-World Project Scenarios

Every unit is grounded in practical application so you can use your new language skills on the job immediately. Key situations covered include:

• Greeting a new guest at arrival, introducing your role, and responding politely to a simple opening question.
• Answering guest questions about hotel facilities, including times, availability, and basic details.
• Using a hotel floor plan or local area map to direct a guest to a facility or nearby place.
• Responding to a guest problem such as missing towels, an empty mini-bar, no hot water, dirty sheets, noise, or difficulty using the TV, safe, or keycard — then apologising and offering or escalating a solution.

Course Structure & Delivery

• Format: 8 × 2-hour private, live online sessions (16 hours total).
• Progression: Step-by-step skill building, moving from guest introductions and polite first contact through to handling basic complaints and escalating solutions professionally.
• Practical Practice: Heavy emphasis on active role-play and scenario-based training customised to hotel guest-contact contexts, with realistic materials such as hotel floor plans, facility information sheets, direction prompts, and guest problem scenarios.
• Expert Guidance: Immediate feedback and guided, live corrections from your dedicated instructor to refine your approach.

Entry Level

This course is designed for learners at an A2 CEFR level (elementary). Participants should already be able to understand and use basic everyday expressions, follow simple instructions, and respond to straightforward questions.

Assessment, Certification, and Next Steps

A Certificate of Completion can be issued based on your demonstrated communication skills.

Course Outcomes

After completing the course, you will notice a real difference in how you interact with guests on the floor. You will not simply speak English better — you will greet guests more confidently, answer their questions more clearly, and handle difficult moments more calmly. The language you gain here will carry through every shift.

Graduates can continue their professional development by transitioning into our 1:1 English programs.

Terms and Conditions

• Please email all cancellation or rescheduling requests to: support@lingua-learn.sg
• We require at least 24 hours’ notice to cancel or reschedule a class.
• Cancellations made with less than 24 hours’ notice will be counted as attended, and no rescheduling or refund will be offered.