[ Hospitality, Gastronomy & Tourism ]
Hospitality speaks many languages: delight international guests from check-in to farewell – with assured service English, confident complaint management and stylish correspondence.
Training key facts
Target groups
Front office and reservations, service and F&B, banqueting and events, guest relations and housekeeping leads, and international staff who need German for daily guest contact.
Languages and level
English (focus) and German for international professionals · A2–C2
Formats and duration
1:1, small group (3–8), team · 60/90 min · intensive workshops and programmes
Delivery
Online (MS Teams), on site at your premises or at Eloquia (Frankfurt) · hybrid possible
Organisation
Materials included · flexible scheduling · free cancellation up to 24 h before
Quality
ISO 9001-based QM · data protection with an external DPO · diversity and inclusion
What your team gains
- Stylish service English in every guest situation
- Assured complaint management with a light touch
- Professional reservation and event correspondence
- Upselling with charm rather than pressure
- Consistent service standards in a multilingual team
Examples from the curriculum
Front-Desk Communication
Handle check-in, check-out and concierge needs.
Service and F&B
Recommend, explain, respond to special requests.
Complaint Management
Accept criticism, resolve it, win guests back.
Reservations and Correspondence
Answer emails and enquiries stylishly.
Upselling and Cross-Selling
Offer added value charmingly.
Banqueting and Events
Brief events and align with clients.
Intercultural Hospitality
Understand international guests’ expectations.
Reviews and Online Reputation
Respond professionally to reviews.
Realistic scenarios
- Resolve an overbooking at the front desk
- Defuse a room complaint in conversation
- Event briefing with an international corporate client
- Reply to a critical online review
Three ways to your goal
1:1 Coaching
Individual goals, confidential content, flexible times.
Team Training
Consistent terminology and processes across the whole team.
Intensive Workshop
Compressed into 1–2 days, focused on concrete deliverables.
In four steps to your programme
Frequently asked questions
How large are the groups?
Recommended 3–8 people per level and use case.
Company-specific content?
Yes. Terminology, templates, style guides and specialist documents are integrated.
Online platform?
MS Teams by default; other tools on request.
Cancellations?
Free of charge up to 24 h before the session.
Build individual skills in a focused way
Alongside tailored corporate training, our four-week Business English sprints build individual skills in a focused way. A good fit for this area:
- Customer Service Excellence – service communication at the highest level
- Small Talk & Rapport – build guest loyalty through conversation
- Intercultural Communication – understand international guests
Request a quote
Clarify goals, level and timing – then start. We will prepare a no-obligation quote.
+49 (0)69 23 00 20 · info@eloquia.com
