HOTT0019: Información y atención turística en lengua extranjera, inglés

Conocer los diferentes productos y servicios de la industria turística, así como los proveedores de los mismos, identificando los documentos propios del sector turístico y aprendiendo cómo desenvolverse en variadas situaciones que tienen que ver con el sector, tales como el trato con el cliente, redacción de cartas, gestión de quejas, etc.

Learning Unit 1. Tourism and travel services management
Tourism service presentation: products or services features, measures, quantities, ancillary services, payment terms and after sales service, among others
Tourism products or services
Grammar review: expressing quantity
Payment terms and after-sales service
Hospitality and tourism management
Introduction
Tour operators and travel agents
Travel, trip and journey
Tickets, vouchers and other related documents
Air tickets
Railway tickets
Bus and other tickets
Vouchers
Negotiating with tourism and hospitality providers
Introduction
The process of negotiation
Booking hotel rooms and facilities
Types of accommodation
Hotel rooms
Management and marketing hotel related documents
Online booking enquiry and reservations
Hotel reservation confirmation
Hotel reservation form
Hotel welcome letters
Learning Unit 2. Providing tourist information in English
Request for exchange of information among tourist information centres
Information exchange in the public tourist system
Tourist or visitor information centres
Information technologies and the Internet
Information about providers, prices and rates, and service provision to clients
Introduction
Brochures and other promotional documents
Customers' legal rights
Cancellations and alterations. Vocabulary
General guidelines to answer an enquiry
Providing general information to the customer on destinations, routes, weather conditions, surroundings and leisure activities
Types of holidays and destinations
Package holidays or package tours
Routes and itineraries
Weather conditions
What's the weather like?
Surroundings and leisure activities
Listing of natural resources, sports / leisure activities and itineraries: location, distance, dates, means of transport and timetables
Listing and writing about natural resources, sport and / or leisure activities
Directions and distances
Writing dates and reading years
Means of transport
Environmental legislation concerning tourism activities
Customer awareness in the conservation of environmental resources
Gathering customer feedback regarding accomodation
Learning Unit 3. Customer service in the tourism industry
Specific terminology in tourism and hospitality
Introduction
Airport vocabulary
Check-in desk and security checkpoint
Train station vocabulary
On a ferry or cruise ship
At the bus stop
Hiring or renting a car
At the restaurant
Common structures and phrases in customer care: greetings, introductions and social etiquette
Formal and informal Greetings
Introductions and farewells
Social etiquette
Different styles, formal and informal, in oral and written tourist communication
Introduction
Formal and informal communication
Dealing with customers' complaints: common situations
Building relationships with customers
How to handle complaints
What do customers complain about?
Customer service and solving complaints in a natural and fluid way
Communication and attention to people in case of an accident
Dealing with accidents
Recommendations to the traveller