Accoglienza della clientela (Hotel / Restaurant)
Obiettivi: accogliere i clienti, presentare il proprio ruolo e i servizi, fare brevi conversazioni professionali
Grammar : Present simple vs present continuous; Polite expressions; Adverbs of frequency
Vocabolario chiave: Staff, roles and departments; Welcoming expressions; Small talk with clients; Key verbs (welcome, help, assist, show, offer, explain)
Prenotazioni e richieste (Hotel / Restaurant)
Obiettivi: gestire prenotazioni telefoniche, via email e di persona; chiedere e fornire informazioni
Grammar: Question forms (do/does/did, wh-questions, subject questions, question tags); Future forms; Modal verbs (can, could, would)
Vocabolario chiave: Dates and times; Availability; Types of hotel rooms; Types and location of tables in a restaurant
Menu (Restaurant)
Obiettivi : presentare il menu; prendere le ordinazioni; suggerire piatti e bevande
Grammar: Definite and indefinite articles; Countable and uncountable nouns; Quantifiers (some, any, much, many)
Vocabolario chiave: Food and beverage; Specials of the day;Cooking methods and doneness; Food allergies; Key verbs (seat, bring, recommend, take an order, choose, serve, check, prepare, set/clear the table)
Gestione della sala (Restaurant)
Obiettivi: conoscere strumenti e oggetti comuni della sala; capire e rispondere alle richieste dei clienti
Grammar: Imperative form; Quantifiers (some, any, much, many)
Vocabolario chiave: Cutlery and tableware; Common table objects (napkin, salt and pepper, oil and vinegar, bread basket, toothpick, ashtray); Serving equipment (tray, bottle opener, corkscrew, ice bucket, jug/pitcher, tongs)
Servizi alberghieri e informazioni turistiche (Hotel)
Obiettivi: spiegare servizi e regole dell’hotel; dare indicazioni e informazioni turistiche
Grammar: Modal verbs (must, have to, should); Prepositions of place
Vocabolario chiave: Hotel services: Giving directions; Tourist attractions; Transport
Gestione dei problemi e dei reclami (Hotel / Restaurant)
Obiettivi: capire e gestire reclami; scusarsi e proporre soluzioni
Grammar: past simple; Polite apologies and offers;
Vocabolario chiave: Problem vocabulary (problem, issue, complaint); Common hotel problems (rooms and services); Common restaurant problems (food and service); Apologising expressions; Key verbs for solutions (check, fix, change, replace, refund, offer)
Pagamenti e check-out (Hotel)
Obiettivi: gestire pagamenti e fatture; concludere il soggiorno in modo professionale
Grammar: Passive voice
Vocabolario chiave: Numbers and prices (per night, per person, total amount, city/tourist tax); Invoicing (bill, invoice, receipt, ID); Payment methods (credit card, cash, bank transfer); Key verbs (pay, charge, include, send, sign)
Pagamenti e conti (Restaurant)
Obiettivi: gestire pagamenti e divisione del conto; concludere il servizio in modo professionale
Grammar: Passive voice
Vocabolario chiave: Numbers and prices; Billing (bill, check, service charge, tip); Payment methods (credit card, cash, contactless payment); Key verbs (pay, charge, split the bill/go Dutch, leave a tip)
