Write and Speak
English
CHAPTER 2
Tourism and hospitality is a global
industry where people from
diverse culture and environment
meet. In the international setting,
people find it difficult to express
their opinions and ideas. Since the
English language is a common
language, people in this industry
must be able to understand basic
Learn how to start a
conversation
• Starting conversation can be difficult with
other people. Proper understanding and
responding to opening statements is an
essential skill at work.
• When you are able to master this skill you
will give a positive impression from other
people. In tourism and hospitality industry
starting conversation is an essential skill
Here are some tips to start a
conversation:
At the conference or
At the office work event
Hi, my name is Anne. So, where you from?
How are you doing? That was an exciting
Hello, how’s your day workshop. What do
going? you think?
We’re sure we having It seems that I have
a busy day today met you before.
You are being introduced to
someone
Hi, it’s nice to meet you
So, how did you know each
other?
What are you studying?
Let’s try these activities
• Try to create a two minute conversation with your
partner. Choose a topic below;
*Your recent travel experience.
*Your plans this weekend
*Most interesting news this week
*Anything you want to accomplish this year
* Most interesting place you visited
Clarify ideas for better
understanding
• Our ability to understand people is
crucial to meet the needs of the
customer. If someone fails to
comprehend what other people say
it may result in unsatisfactory
service and could result in
misunderstanding. In order to
Here are some ways to clarify
things
• Can you repeat that, please?
• Would you mind saying that again?
• Sorry, I didn’t catch that
• Can you go over that again, please?
Clarify
Summari
Repeat
ze
Here are some ways to ask
clarification:
• You would like me to…?
• Can I make sure I understood that correctly?
• So, I should….?
• What would you like me to do?
• What should I do when I finish that?
Identifying problems or barrier
to achieve results
• In every problems will surely
arise when dealing with
customers. Dealing with the
costumers effectively, you must
anticipate the barriers that
might prevent you from
Foresight
• Is the ability to predict or plan for
the future. In business, foresight is
used to analyze present
circumstances in order to predict
future problems and courses of
action that will allow you to arrive
Let’s try this activity
• List two possible problems that could arise from the
following situations.
1. A customer wants to have extra bed in her room.
Problem 1:_____________________________
Problem 2:_____________________________
2. A guest wants to extend his stay in the same room
Problem 1:_____________________________
Problem 2:_____________________________
Identifying the cause of problem
• Cause of problem
When problems arise at work,
examining the possible causes of
problem is important before
starting to find solution.
Here are few things that can
help you troubleshoot situations.
• Describe exactly what the problem is.
• How and when did it begin?
• Did the problem occurred before or not?
• Did anyone was affected on this problem?
It is important to listen and
hear what the customer
would tell. Summarize the
customer’s concern and
assure him/her that you that
you understand the
situation. Let him/her know
If you are not sure how to
resolve the problem, apologize
briefly and inform the customer
that you need to discuss with the
supervisor. Be confident and do
not hesitate to ask the customer
to hold a minute. Customer
appreciate getting the correct
Dealing with upset customers
• Dealing with upset customers can be
frustrating and challenging. The
customer gets angry for some reason,
and it is your job to help a customer
who is in need to take appropriate steps
to resolve the situation.
No matter who, what and where is
the source of the problem, the first
step you need to do is to sincerely
apologize.
Sarah Chamber, 2018 “Saying
sorry is the most effective, cheapest
way to turn around bad customer
experience. Because it’s so effective,
knowing how to apologize correctly
Key Phrases to Say a Genuine
Apology:
• I’m sorry there’s been a delay in
our response
• I regret to inform you that…..
• I understand how important this
is to you…
Suggesting a solution to the
problem
• After investigating the cause of the
problem, it is appropriate to
suggest a solution to overcome the
problem. Make sure that the
manner of saying these words are
not to give a command but rather
to provide an alternative course of
Here are few questions that
should help you to plan a solution:
• Find a specific person to assist the customer.
• Specify a time frame to guarantee that the problem is
well taken care of.
• Notify the plan of actions to make it happen.
• How will a customer be notified about the solution?
• Just remember that the solution is within the
company’s policy with the approval of the supervisor.
Expressing your opinion
• Humans can think and express
themselves. As a result, the
human is fully aware of the things
he likes or doesn’t like. All of these
are called opinions.
Expressing your opinion
• In some cases, employees have a fear of
speaking up and afraid to commit
mistakes or being ridiculed. In this cade,
the management and employees
sometimes do not meet up and sometimes
able not to communicate properly.
These words and phrases can help
you express your own opinion:
• I believe that… • I’d say that….
• In my experience… • I’d suggest that…
• What I mean is… • Let me say it this way…
• As far as I’m • I’d like to point out
concerned…. that….
• In my opinion… • Speaking for my self…
• Personally, I think…
Opposing with another’s
opinion
• It is not all time that you always
agree with someone else’s opinion,
and expressing disagreement is
not always easy. However, tactful
words can gain respect from the
person you are conversing. Always
remember to disagree with a
Useful phrases for disagreeing
with an opinion
• On the contrary…
• Yes, but don’t you think…
• I’m afraid I have to disagree…
• However…
• I’m not sure about that…
• It’s unjustifiable to say that…
Communication in English on
the Telephone
• Communicating in English
effectively is a complex matter.
It requires various
communications skills which
include listening, grammar,
pronunciation, intonation,
In tourism and hospitality industry
where cultural diversity is a norm,
there some matters take into
consideration like for example the
differences in answering the phone
with a certain amount of rings. But
generally, not answering the phone
right away allow the phone rings for a
long tie is not acceptable which
reflects poor costumer service.
Greeting is a universal
language and create a friendly
and polite beginning of any
conversation. The way you
answer the phone with a
greeting is crucial, the person
from the other line recognize
what you are feeling at the
When you are working in a hotel or
a restaurant and answer the
telephone you need to: give a
greeting say where you are say
who you are ask how can help.
Say:
“Good morning, welcome to ABC
Hotel, this is Ana speaking. How
can I help you?”
Clear pronunciation
• Is crucial to communicate
effectively. In the English
language, rhythm, pronunciation,
and intonation can affect the
meaning of the word.
Clear pronunciation
• Clear diction when talking on the phone
is even more crucial as there is no body
language or context to assist
communication so the listener and
speaker need to be able to speak
clearly and listen effectively.
Clear pronunciation
• Since English conveys different
accents from around the world, it
may difficult to understand the
word that they are saying.
Sound interested and
welcoming
• Answering the call is compared to
opening door to someone. On the
telephone, the caller would like to
hear a warm and friendly
professional voice. Make sure that
you make a good impression.
Sound interested and
welcoming
• Assure the caller that you
understand what they are
saying by using these words,
“right”, “I see”, “I understand”.
Sound interested and
welcoming
• in English, there are many
ways to ask for specific
information and it is important
to take notes when the caller
responds so you can process
the call effectively.
Sound interested and
welcoming
• Direct questions are often more
impolite and it is better to use
indirect questions, when asking
for more information.
Taking customer’s personal
information on the telephone
• When talking a customer or guest’s
personal information such as name,
contact number, address, and date from
the telephone are crucial. Taking down the
wrong information is embarrassing for the
customer and the company. The guest or
customer may give you a good impression
Diagrams and flowchart
examples
• The hospitality and tourism
industry uses flowcharts,
illustrations, and diagrams in
order to describe tasks.
Flowcharts
•Move in a sequence or
‘flow’ from one task to
another.
Diagrams
•Can show sequences or
they may also describe
parts of something like a
machine or tool.
