Customer-facing english: Hospitality, tourism and service desks
A ready-made course you customise for your organisation, with a live session deck and two surveys. You only add the 5 details that are specific to your organisation.
- Length
- 35 min
- Lessons
- 6 lessons
- Frequency
- Before the peak season for hotel, airport
- Last reviewed
- 21 Oct 2026
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Try it: this is one of 16 interactive activities in the course.
What's included
Three pieces that work together
Copy once, get everything. Learners prepare on their own, you answer questions live, and the surveys tell you what stuck.
Self-paced course
Short lessons with real workplace scenarios, not walls of text.
- 6 lessons, about 35 minutes
- Scenario, sorting activity, process, tabs and quizzes
Live session deck
An AhaSlides presentation to run after the course, in person or online.
- 10 slides
- Poll, quiz, word cloud, scale slides
- A closing slide for your contacts
Two surveys
Find out what landed, and whether people use it on the job.
- Post-course feedback, about 2 minutes
- 30-day check-in
- Anonymous by default
- Results feed your next refresher
Learning objectives
At the end of this course, learners can
Each objective and the lesson that covers it.
| ID | Objective | Source | Where it's covered |
|---|---|---|---|
| TO 213.0 | Achieve ≥ 80% on the final assessment | - | Whole course |
| SO 213.1 | Greet, ask and confirm politely | CEFR A2 to B2 service descriptors [source: report anchor, unverified] | Whole course |
| SO 213.2 | Handle check-in, check-out and booking exchanges | Customer service skill (none) | Whole course |
| SO 213.3 | Give directions and recommendations and answer questions | Customer service skill (none) | Whole course |
| SO 213.4 | Respond to a complaint and calm a guest | Employer's service standard | Whole course |
| SO 213.5 | Use service phrases consistently + your info | Employer's phrase list your company style guide link | Whole course |
Your part: what a template can't do for you
- Your workplace details: fill in the 5 highlighted fields so the course describes your own policies, contacts and locations.
- Records: record completion in your own LMS or record system.
Course outline
6 lessons, about 35 minutes
Minutes per lesson are an estimate, shared out by page count.
1A guest, a problem and the wrong reply
3 pages
8 min
A guest, a problem and the wrong reply
3 pages
2Greeting, asking and confirming
2 pages
5 min
Greeting, asking and confirming
2 pages
3Check-in, check-out and bookings
2 pages
5 min
Check-in, check-out and bookings
2 pages
4Directions, recommendations and questions
2 pages
5 min
Directions, recommendations and questions
2 pages
5Complaints and calming a guest
2 pages
5 min
Complaints and calming a guest
2 pages
6Final assessment on service phrases and next steps
3 pages
7 min
Final assessment on service phrases and next steps
3 pages
Live deck and surveys
10 slides to run live, two surveys to close the loop
Pink slides are interactive. Both surveys are anonymous; pink questions are written for this course.
Post-course feedback: 11 questions, about 2 min
- Overall rating 5 stars
- Relevant, realistic, right length, helpful activities agree/disagree grid
- What was most useful? multi-select
- Confidence before this course, and now 1-5 scale
- Which part is still unclear? multiple choice
- How confident are you handling a complaint? 1-5 scale
- Which situation will you practise? open text
- I feel confident helping an English-speaking guest. 1-5 scale
- One thing we should change or add open text
- Would you recommend this course? NPS
30-day check-in
- Have you used what you learned since the course? multiple choice
- How confident are you today? Compare with day 1 1-5 scale
- Do you know where to find the phrase card? yes / no / not sure
- A moment where the training helped, or where you weren't sure open text
- Which topics should the next refresher focus on? ranking
Results show whether people use the training on the job, not just whether they finished it.
Make it yours
5 fields to fill in, and you're ready
Everything else is done. These are the details only your organisation knows; each one is highlighted inside the course.
- Ld contact
{{LD_CONTACT}} - Company style guide link
{{COMPANY_STYLE_GUIDE_LINK}} - LMS or record system
{{LMS_OR_RECORD_SYSTEM}} - Survey 2 URL
{{SURVEY_2_URL}} - Course URL
{{COURSE_URL}}
FAQ
Common questions
Can I run customer-facing english: Hospitality, tourism and service desks training online?
Yes. The course is self-paced and online, and the live deck lets you add a live session in the room or online.
How often is this training needed?
Before the peak season for hotel, airport, restaurant and retail staff, at onboarding, and as a quarterly service-phrases refresher.
Who needs this training?
Front desk, hotel, airport, restaurant, tourism and retail staff who serve English-speaking customers (A2 to B2); run by L&D with operations managers.
What records should I keep?
Record completion in your own LMS or record system, so you can show who finished the course and when.
Can I edit the content?
Yes, everything. Change the wording, swap scenarios for ones from your workplace, add your logo, or remove parts that don't apply.
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Ready to run it?
Open the live deck to see how the session runs alongside the course and both surveys.