English for Hotel Call Centres

Help your team to master telephone English

This tailored course is designed specifically for hotel call centre workers and focuses on improving essential English communication skills. Many call centre teams struggle with language barriers and often feel overwhelmed when addressing guest inquiries, which can lead to misunderstandings and dissatisfaction. This course equips participants with the skills to handle phone enquiries, make reservations, and address guests' needs with confidence and professionalism, all while adhering to the Forbes Travel Guide Hotel Standards.

Develop effective telephone communication skills.
Improve active listening skills for enhanced cross-cultural communication.
Learn industry-specific vocabulary for hotel and hospitality services.
Practise roleplay scenarios for reservations and complaints handling.

The course features a range of activities to simulate typical call centre scenarios, from serving guests and customers, making small talk and dealing with enquiries and complaints.

Pre-intermediate to Upper-Intermediate levels
Flexible course duration (20-60 hours)
Maximum 20 per class
In-house, at our Centre or Online
Graded Certificate
Post-course report

This course is beneficial for

Individuals with a Pre-intermediate to Upper-Intermediate English proficiency level.
Call centre team members who handle reservation, pre-arrival and guest service request calls.

What can participants expect to learn?

Our course is designed with the specific needs of hotel call centre workers in mind. Using customised materials and real-life scenarios, we ensure that your staff gains practical and relevant skills that can be applied immediately in their day-to-day tasks.

By taking this course, your team will learn to

Enhance clarity in telephone communication, ensuring messages are conveyed effectively.
Improve active listening skills to better understand diverse accents and responses.
Expand vocabulary specific to hotel and hospitality, allowing for precise interactions.
Build confidence in resolving customer issues, creating positive outcomes in conversations.
Practice fluency in real-life phone scenarios, improving spontaneity and response time.
Develop skills for engaging in professional small talk, enriching the guest experience.

Enter your email address to access a sample course outline.

Complimentary Services

At English for Asia, we are committed to achieving the best learning outcomes for your team. To ensure the effectiveness of each course, we offer a range of complimentary services, including

On-site pre-course testing to determine your team's proficiency levels and specific language requirements. This is followed by a summary report outlining our findings and recommended training.
A final report upon completion of the course, which includes a comprehensive summary of the training and personalised comments on the progress of each participating team member.
Each participant will receive a personalised, graded certificate upon successfully completing the course.

We take pride in providing these additional services to enhance the learning experience and ensure the best possible outcomes for your team.

Our trainers

South Africa

Ana Gonsior

B.Ed, TESOL, TEFL

Macao

Amit Das

M.Ed, BA, TESOL, TEYL

Canada

Dean Schimpf

M.Ed, MA TESOL, BA

Macao

Felisita T. Morais

M.Ed, BA, TESOL

Australia

Matthew Potger

M.Ed, BA

South Africa

Rondrico Gonsior

B.Ed, TESOL

South Africa

Ana Gonsior, South Africa

Ana is passionate about helping students to develop clear and comprehensible English pronunciation. Ana teaches conversational English to a range of age groups and proficiency levels including Business English. Prior to joining us in 2017, Ana taught English in Mainland China and worked as a Portuguese-English translator and proofreader.
Macao

Amit Das, Macao

Amit is a highly motivated English teacher and lifelong learner with a keen interest in languages, ICT and Special Education. He is a versatile and creative practitioner with excellent interpersonal, time management, critical thinking and problem-solving skills and models this to his students in his teaching. He prides himself in preparing engaging and interactive lessons that motivate students.
Canada

Dean Schimpf, Canada

Dean has been working as an English language instructor in Japan and Canada since 1989 and with English for Asia in Macau since 2024. He has taught English to all levels of students ranging from elementary to university as well as corporate business training and classes for immigrants. Dean also has a background in designing and delivering online courses in a variety of fields. He encourages students to take an active role in helping to determine their own goals for studying English and believes in providing a great deal of feedback to learners to help them measure if these goals are being met.
Macao

Felisita T. Morais, Macao

Felisita is passionate about teaching and learning and enabling students to reach their full potential. Her supportive nature and engaging lessons set her students on their path to success. Felisita’s teaching experience is extensive and ranges from teaching secondary learners, university students, teachers, and adults in the corporate sector in Macao. Prior to joining the teaching team at EfA, Felisita has taught English at the Institute for Tourism Studies (IFT), Escola Sao Paulo, Colegio Diocesano da Sao Jose and the University of St. Joseph (USJ). In addition to English, Felisita speaks six other languages.
Australia

Matthew Potger, Australia

For years, Matthew taught conversational English to a range of levels and proficiencies from school students to adult business English classes. With the opening of more international resorts in 2008, Matthew took a leading role in English for Asia’s corporate training department, focusing on curriculum development and the delivery of programmes to a variety of sectors and departments including Food & Beverage, Gaming, Surveillance and Retail. Matthew has also been working as a part-time lecturer in the English language department at the Institute for Tourism Studies, Macau (IFTM) since 2008. He has also worked extensively as a writer, editor and proofreader in the local media industry for over 15 years.
South Africa

Rondrico Gonsior, South Africa

Rondrico has been working as an English language instructor at English for Asia since March 2015, teaching conversational English to a range of age groups and proficiency levels. He speaks English, Mandarin and Afrikaans and has taught English in China and Macau. Rondrico’s experience ranges from teaching multi-lingual classes, IELTS, General English and English for Specific Purposes. He specialises in adult one-to-one training and speaking skills. He has also developed language learning programmes and acted as an academic advisor for an online college.

Ana Gonsior, South Africa

Ana is passionate about helping students to develop clear and comprehensible English pronunciation. Ana teaches conversational English to a range of age groups and proficiency levels including Business English. Prior to joining us in 2017, Ana taught English in Mainland China and worked as a Portuguese-English translator and proofreader.
Amit Das, Macao

Amit is a highly motivated English teacher and lifelong learner with a keen interest in languages, ICT and Special Education. He is a versatile and creative practitioner with excellent interpersonal, time management, critical thinking and problem-solving skills and models this to his students in his teaching. He prides himself in preparing engaging and interactive lessons that motivate students.
Dean Schimpf, Canada

Dean has been working as an English language instructor in Japan and Canada since 1989 and with English for Asia in Macau since 2024. He has taught English to all levels of students ranging from elementary to university as well as corporate business training and classes for immigrants. Dean also has a background in designing and delivering online courses in a variety of fields. He encourages students to take an active role in helping to determine their own goals for studying English and believes in providing a great deal of feedback to learners to help them measure if these goals are being met.
Felisita T. Morais, Macao

Felisita is passionate about teaching and learning and enabling students to reach their full potential. Her supportive nature and engaging lessons set her students on their path to success. Felisita’s teaching experience is extensive and ranges from teaching secondary learners, university students, teachers, and adults in the corporate sector in Macao. Prior to joining the teaching team at EfA, Felisita has taught English at the Institute for Tourism Studies (IFT), Escola Sao Paulo, Colegio Diocesano da Sao Jose and the University of St. Joseph (USJ). In addition to English, Felisita speaks six other languages.
Matthew Potger, Australia

For years, Matthew taught conversational English to a range of levels and proficiencies from school students to adult business English classes. With the opening of more international resorts in 2008, Matthew took a leading role in English for Asia’s corporate training department, focusing on curriculum development and the delivery of programmes to a variety of sectors and departments including Food & Beverage, Gaming, Surveillance and Retail. Matthew has also been working as a part-time lecturer in the English language department at the Institute for Tourism Studies, Macau (IFTM) since 2008. He has also worked extensively as a writer, editor and proofreader in the local media industry for over 15 years.
Rondrico Gonsior, South Africa

Rondrico has been working as an English language instructor at English for Asia since March 2015, teaching conversational English to a range of age groups and proficiency levels. He speaks English, Mandarin and Afrikaans and has taught English in China and Macau. Rondrico’s experience ranges from teaching multi-lingual classes, IELTS, General English and English for Specific Purposes. He specialises in adult one-to-one training and speaking skills. He has also developed language learning programmes and acted as an academic advisor for an online college.

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