The main focus of many hospitality training programs must be the encouragement of Front of House staff to be more pro-active when it comes to anticipating the needs of guests and freely offering additional, relevant information.
However to be able to deliver pro-active hospitality services, Front of House employees must first have a very strong working understanding of their “product.”
This obviously means they must first be capable of answering the question: “What is our product?” Unfortunately a lot of employees nowadays believe that they are working in the “room rental” business. While it’s true that guests are in fact paying for “time” spent in your “space,” what they are actually purchasing is their very own personal travel experience; an experience affected by the destination, location, local points of interest, attractions, and needless to say the hotel features and amenities outside of their room.
When Front of House staff understand their product , they can supply guests with the information and “local insider’s tips” which are important to any out of town visitor. Unfortunately the majority of hotels and resorts today appear to put little, if any, energy into training their employees to understand the product. Maybe they believe that “the locals” ought to have this information already.
Yet past experiences shows us that simply because an employee is a local resident it doesn’t necessarily mean they are automatically an expert. Therefore, Managers and Human Resource Departments must work closely with their Front of House team by:
- Outlining forthcoming community events and activities at pre-shift meetings.
- Place a local and hotel events calendar in an area which is easily accessible by all staff.
- Have Front of House Staff attend local area attractions and entertainment complexes.
- Ask members of the local business community, who also provide services to your guests, to come and provide details to your employees.
- Hotels with restaurants should hold in-house food tastings. It can also be beneficial to ask Chefs from other local, popular restaurants to come in and do the same.
- Develop a product knowledge trivia questionnaire that will test your employees working understanding of your product.
- Any time your guests have a new question or request, record the question plus the answers or solutions in a front desk log-book or give daily reports so that other staff can keep updated.
- Large hotels and resorts, may find it more beneficial to ask representatives of each department, for example F&B, activities director, sales directors, to speak with front of house staff at departmental meetings so that any new or upcoming programs, services and events can be explained.
By simply delivering training session in the topic area associated with understanding your product, you will be supplying your Front of House team with the vital tools they need to enable them to not just answer guest questions, but likewise be able to pro-actively offer extra, useful information that will help to make your guest’s stay that much more fulfilling.
All of ETC’s ‘Confidence in English’ Hospitality training programs include sessions which focus upon Koh Samui’s popular attractions so contact us today and discover how an investment in an ETC…English Training Program can give your business a strong competitive edge and help develop your guest loyalty through customer care and guest satisfaction
Native English speakers, whether they come from the United Kingdom, Australia, American, Canada, New Zealand or South Africa will all naturally, and without thinking, use phrasal verbs and idioms in their everyday speech. Unfortunately these words and phrases are often complicated and confusing and are typically used instead of more easily understood Latin root language.
Most vocabulary used in phrasal verbs and idioms is not often clear to the EFL and ESL learner and unfortunately just have to be learned if you want to speak English with confidence, like a native speaker or understand fully your English speaking friends, business associates, clients and customers. Sadly, this is not going to be easy as the vocabulary will often have a very specific meaning, which is often in a very narrow context. For instance, consider the phrasal verb “he cleared off” meaning that “he left quickly and suddenly”. Or “she turned up out of the blue” meaning ” she arrived suddenly and unexpectedly”. When you consider idioms like “it’s high time that I took some more English lessons” meaning “I feel that I really should take some more English lessons now and this need has existed for a long time.” it’s clear to appreciate that the non-native speaker is always going to be at a permanent disadvantage!
Therefore to build your confidence in English it is necessary focus upon improving your passive English vocabulary rather than your active vocabulary. Passive vocabulary is the range of words you understand simply by hearing them spoken aloud or see it written down. Whereas active vocabulary is the words, phrases and sentences you produce when speaking or writing. Your passive vocabulary will always be much greater than your active. However, to expand and improve your passive vocabulary you – try reading more in English.
Finding English books or newspapers locally may be difficult so go online instead and find an article or news story written in English that you find interesting and read it. The first time you read the article, do so without stopping to consider the meaning of words or phrases you are not familiar with. Try instead only to get a general understanding of what the story is about. Then go back and have look at the sentences containing words or phrases that you don’t understand or haven’t seen before, however don’t go reaching for your dictionary just yet! Instead, consider the context and probable meaning of the sentence by understanding the sentences which come before and after it. Then substitute the unknown phrase or word with something else, try a word or phrase you are familiar with and substitute another word, or words, ensuring that the sentence still makes sense.
One of the main things to remember when building your ‘Confidence in English’ is that you may find it confusing and difficult when trying to understand native speakers of English, but you are not alone! It’s a very common complaint from even the most advanced EFL and ESL learner so why not try putting the practical tips above into practice and contact us to see how ETC…English Training Course can do to help you build your ‘Confidence in English’.
‘Confidence’ is a word we have been hearing time and time again.
We have heard how you have ‘confidently’ invested both time and money in various English language programs and whilst many may have successfully taught the basics of English your staff are still lacking the ‘confidence’ to use that language and build on it.
We will teach your employees the target Hospitality, Professional and Sales & Marketing English language, vocabulary and phrases required to enhance your business. We will also teach them the rules of English and constantly reinforce these rules until employees are thinking ‘confidently’ in English. Additionally we will use fun filled pronunciation and vocalization techniques combined with language based games and team building activities to instill the ‘confidence’ they will need to use English effectively and the tools they will require to build on that ‘confidence’.
This is why we are ‘confident’ that an etc…’Confidence in English’ program is the English Training Course you need…