English for Tourism and Hospitality

In hotels, restaurants, travel agencies and tours, English is often the language guests use with staff, whatever country they come from. Friendly, clear English makes guests feel welcome and helps solve problems before they become complaints. A2Z Language offers practical English courses for people who work with international visitors.

Who the course is for

• Hotel receptionists, concierges and reservations staff.
• Restaurant and café staff, bartenders and room service teams.
• Tour guides, travel agents and tour operators.
• Airline, airport and transport customer service staff.
• Students preparing for a career in tourism and hospitality.

What we practise

• Welcoming guests: greetings, check-in and check-out, explaining facilities and house rules.
• Bookings by phone and email: taking reservations, confirming details, changes and cancellations.
• Restaurant service: explaining a menu, describing dishes, allergies and special requests.
• Handling complaints: listening, apologising, offering solutions and following up politely.
• Giving directions and recommendations: describing local attractions, transport and opening times.
• Guiding tours: presenting history and culture in simple, interesting English and answering questions.
• Polite and natural language: the small phrases that make service sound warm rather than abrupt.

Example: handling a complaint politely

A guest says their room has not been cleaned. Compare an abrupt answer with a professional one:

• Abrupt: "Housekeeping is busy. Wait, please."
• Professional: "I'm very sorry about that, Mr Lee. I'll ask housekeeping to clean your room right away. Would you like us to do it now, or while you're at dinner? I'll call you as soon as it's ready."

The professional answer apologises, uses the guest's name, offers a solution and a choice, and promises a follow-up. We teach this structure (listen, apologise, solve, follow up) and practise it with the complaints you actually hear in your job: noisy rooms, wrong orders, late transfers or lost bookings.

Course format

Courses run online, one-to-one or in small groups, with plenty of role-play: a late check-in, a lost booking, a guest with a food allergy, a tour group asking questions. We start with a level check and adapt the course to your job. For hotels and travel companies we can design a course for a team, including a short final assessment so managers can see progress.

Frequently asked questions

I am a beginner. Can I still join?

Yes. Beginners start with the essential phrases for their job, practised until they come naturally. More advanced learners work on complaints, sales and presentations.

How long is a course?

It depends on your level and goals. Many learners notice a real difference in confidence after a few weeks of regular lessons. We agree the length with you after the level check.