English for hospitality

Your staff is warm, attentive, and genuinely caring. In English, they sound like a script.

The charm that earns five-star reviews in Vietnamese disappears when the conversation switches to English. Your team is not unfriendly. They are stuck reading from a card, and the guest can tell.

Book a demoStart with a free English audit

See how it works for hospitality teams.

Free 45–60 min team auditHospitality-specific curriculumCEFR-scored reporting

Your reviews already tell you this

“Staff were lovely but communication was difficult.” You have read that review before. Your team cares about the guest experience, but when a conversation moves past the check-in script, the warmth drains out. A guest reports a problem. The front desk knows what to do but cannot explain it in English. A server can name every dish but cannot answer “What would you recommend?” A duty manager escalates a complaint because they do not trust their English under pressure. Guests wait longer, and the fix costs more.

You may recognize your team

FRONT DESK

Handles check-in perfectly. Freezes at the complaint.

When a guest is upset or has an unusual problem, the English runs out. The smile stays. The solution does not.

F&B TEAM

Knows the menu. Cannot read the guest.

Allergy questions, recommendations, and small talk turn a warm interaction transactional.

DUTY MANAGER

Has the authority. Not the English for it.

They resolve issues in Vietnamese, but escalate international guest complaints when an explanation or sincere apology is needed in English.

How it works for hospitality teams

Not a classroom English course. A program built from the guest interactions your team actually handles.

  1. 01

    Diagnose

    Assess English in complaints, restaurant service, concierge requests, and phone inquiries.

  2. 02

    Train

    Practise real hotel scenarios: recovering a complaint, offering an upgrade, explaining a charge, and handling a VIP request.

  3. 03

    Certify

    Earn CEFR certification through Tracktest and show that communication is improving.

  4. 04

    Report

    Monthly CEFR-scored reports show progress by person, skill, and department.

What your team will practise

Every lesson comes from a guest interaction where English can make the difference between a five-star review and a complaint.

Complaint recovery

Acknowledge, explain, and resolve a problem without sounding like an apology template.

Upselling without pushing

Recommend a spa treatment, room upgrade, or tasting menu in a natural, guest-first way.

Concierge and guest requests

Handle airport transfers, local recommendations, and requests beyond the standard answers.

F&B conversations

Answer recommendations, ingredient, and allergy questions with understanding—not recitation.

VIP and returning guests

Personalize a welcome and help guests feel recognized, not processed.

Phone and email

Manage reservations, booking changes, and written follow-ups with a tone that builds trust.

Training that works around shift schedules

1-on-1 coaching

Focused coaching for duty managers, guest-relations leads, and senior front-desk staff.

Small group

Groups of 3–4 from the same department or shift, practising shared guest scenarios.

Built-in flexibility

Schedule around shifts, high-season peaks, and event days. Reschedule more than 4 hours before class at no charge. Requests made 4 hours or less before class count as a used session. Review recordings.

Proof your GM will trust

Every team member is scored to CEFR and tracked over time. Monthly reports show progress by skill and department, informing your next training decision.

Monthly CEFR-scored reports

Individual and team progress

Skill-by-skill breakdown

Department-level analysis

Learn about CEFR

Capability report preview

A leadership-ready view of communication capability

See progress, role-specific gaps, and the communication risks that need attention without reducing the team to attendance figures.

Profile

Client-facing team

Reporting period

Month 3

Overall progress

+14%

Capability by skill

Explain clearly78%
Handle questions64%
Escalate risk71%
Write actionable updates83%

Priority gaps

  • Structure answers before adding technical detail.
  • State risks and next actions earlier in client updates.

From hospitality teams like yours

100%

of surveyed learners would recommend us

A2 → B1

a full CEFR level gained in one course

3 days

from audit to a written Capability Gap Report

40+

countries recognize your CEFR certificate

For the first time I had real data to show leadership. Monthly CEFR reports meant I was not guessing whether the training worked. I could prove it.
L

Linh

HR Manager

Start with a free English audit

Before committing budget, see where your team's English stands. A 45–60 minute diagnostic assesses complaints, requests, upselling, and phone inquiries. Receive a written Capability Gap Report within 3 business days.

A clear capability-gap picture
Insights by role and department
Priorities for improvement
A practical basis for training decisions
Book a free English audit

Enterprise pricing, built for teams

Programs are quoted per team in your local currency. Every plan includes CEFR certification, monthly reporting, and a dedicated coordinator.

 BasicEssentialProfessional
Sessions36 × 50′72 × 50′144 × 50′
Duration3–4 months6–9 months12–15 months
CertificatesListening / Reading / Grammar+1 Speaking or Writing+2 Speaking or Writing
PriceQuoted per teamQuoted per teamQuoted per team
Request a custom quote

Questions from hospitality leaders

That is exactly the gap we target. We train the language for upset guests, unusual requests, and recommendations beyond the card.

See where your hospitality team really stands.

Book a demo, or start with a free English audit. Your guests will notice the difference.

Book a demo