ETC's English for Hospitality course prepares learners for work across the tourism, hotel and customer service sectors. Designed for those entering or developing careers in hospitality, the programme builds the English communication skills needed to work effectively with guests, colleagues and suppliers in a wide range of business and tourism related situations.
Students learn the specialist vocabulary and language structures used in hotel operations, guest service, reservations, events, food service, customer care and complaints handling. The course includes practical communicative activities, group sessions, scenario based practice and real world materials such as articles and video content.
This programme is also suitable for learners preparing for examinations in English for Hospitality, and for professionals seeking to enhance their customer service performance, brand presentation and cultural awareness when working with international guests.
Choose a programme
Course Intensities
Entry Requirements
Minimum Age and Level
18+ years old. Intermediate (CEFR B1) unless otherwise arranged.
Course Duration
12 weeks
Duration may vary depending on learner needs. Adjustments are available upon request.
Course Structure
30 lessons per week
20 lessons of General English plus 10 specialist Hospitality units per week, delivered through seminars, group sessions and communicative practice.
What Will I Learn?
Course Structure
Typical Course Content
Core Hospitality Skills
Enquiries and reservations
Reception and front desk communication
Hotel services
Food and beverage service
Local tours and tourism information
Handling complaints
Check out procedures
Negotiating
Events and conference support
Specialist Business and Service Modules Making Rooms Work for You
Understanding room assets
Pricing, seasonality and demand
Premium, economy and family room strategies
Using OTAs effectively
Happy Customers Pay More
How customer care increases profit
Taking service to the next level
Service profit chain and staff behaviours
Upselling Your Business
Customer journey and touchpoints
Building trust
Timing and techniques of upselling
First Impressions Count
Reception and welcome quality
Customer expectations
Quick wins for strong first impressions
The Positives of Customer Conflict
Turning complaints into positive outcomes
Listening, apologising and finding solutions
Diffusing conflict
Understanding Different Cultures
International visitor expectations
Delivering culturally aware customer care
Cultural differences in service, greetings and behaviours
Building Your Brand
Understanding brand ethos
Strengths and weaknesses in current branding
Aligning actions and communication with brand identity
Positive Presentation and Social Etiquette
Professional presentation
Adapting behaviour to different customers
Cultural etiquette awareness
Reading Your Customer
Interpreting body language
Anticipating needs and flashpoints
Service recovery through awareness
Positioning for Specific Markets
Identifying your USP
Target market selection
Expanding reach effectively
Sterling Service
Creating excellence through simple improvements
Five star service ethos
Cost effective changes that elevate experience
Calling All Customers
Effective telephone communication
Managing calls alongside in person interactions
Avoiding communication pitfalls
How much does it cost?
Dates & Fees
Most courses are available throughout the year. You can find a full list of course dates and prices in our Dates & Fees, or use the ETC Course Calculator to get a quote.
Websites store cookies to enhance functionality and personalise your experience. You can manage your preferences, but blocking some cookies may impact site performance and services.
Essential cookies enable basic functions and are necessary for the proper function of the website.
Name
Description
Duration
Cookie Preferences
This cookie is used to store the user's cookie consent preferences.
30 days
Google reCAPTCHA helps protect websites from spam and abuse by verifying user interactions through challenges.
Name
Description
Duration
_GRECAPTCHA
Google reCAPTCHA sets a necessary cookie (_GRECAPTCHA) when executed for the purpose of providing its risk analysis.
