LEARNING OBJECTIVES

At the end of this module, learners will be able to:

• Recognize the physical and social demands of the job.
• Apply workplace vocabulary and phrases in real scenarios.
• Recognize the soft skills required to succeed in high-pressure hospitality environments.
• Understand the role and daily duties of a hotel chambermaid.
• Identify the key skills required for working in housekeeping.
• Follow good practices in customer service, hygiene, and room preparation.
• Describe the main duties and responsibilities of waiters, food servers, and server assistants.
• Demonstrate understanding of guest interaction, table service flow, and teamwork in food establishments.
• Apply food hygiene and safety standards during meal service and table clearance.
• Respond appropriately to customer needs, including difficult situations and dietary requirements.
• Use correct language, etiquette, and service behavior in restaurant and dining settings.
• Greet guests professionally using basic English expressions and polite body language.
• Understand and assist in the check-in/check-out process, including confirming bookings and offering directions.
• Communicate simple information clearly and kindly (e.g., room numbers, breakfast times, Wi-Fi access).
• Answer phone calls at the reception desk using polite language and transfer messages appropriately.
• Cooperate with other departments such as housekeeping or maintenance to meet guest needs.
• Maintain a clean, calm, and welcoming reception area, even during busy hours.