Raise guest satisfaction scores and online review ratings

Standardize English service scripts for front desk, food and beverage, housekeeping, concierge, reservations, and call centers

Reduce complaints and recovery time with clear, courteous language

Equip teams to handle diverse accents and cultural norms across Asia

Build confidence for VIP service, upselling, and complaint resolution

Front office and concierge, food and beverage servers and baristas, housekeeping and maintenance, call center and reservations, guest relations, duty managers, retail and attractions, tour and travel services, events and MICE teams.

On site in Taipei, New Taipei, Taoyuan, Hsinchu, Taichung, Tainan, Kaohsiung, Hualien, and across Asia including Hong Kong, Macau, Singapore, Kuala Lumpur, Bangkok, Phuket, Ho Chi Minh City, Hanoi, Manila, Jakarta, Bali, Seoul, Busan, Tokyo, Osaka, Shanghai, Beijing, and Shenzhen. Live online cohorts available for distributed teams.

English delivery with optional Mandarin, Cantonese, Japanese, Korean, Thai, or Vietnamese language support for faster adoption.

By the end of the course, participants will be able to:

Greet, check in, seat, and farewell guests with natural, polite English

Confirm details, clarify requests, and prevent misunderstandings

Handle complaints and service recovery with calm, positive language

Offer recommendations and upsell with benefit-led phrasing

Write professional emails, chat messages, and review replies

Communicate confidently across accents and cultures

1. Service foundations and politeness
   Tone, word choice, professional manner, and Asia-specific cultural do’s and don’ts.

2. Front desk and concierge English
   Check-in, rooming, amenities, directions, local tips, special requests, and escalation.

3. Food and beverage English
   Seating, menu guidance, allergies and dietary needs, recommendations, upselling, and complaints.

4. Housekeeping and maintenance
   Entering rooms politely, service requests, safety language, lost and found, incident reporting.

5. Complaint handling and recovery
   Listening, empathy, clarifying questions, solution options, follow-up, and closing the loop.

6. Digital hospitality
   Professional emails, chat replies, LINE and WhatsApp etiquette, templates, and response SLAs.

7. Cross-cultural communication
   Guest expectations by region, non-verbal cues, avoiding ambiguous phrases, accent strategies.

8. Sales through service
   Suggesting alternatives, event inquiries, capturing leads for MICE, and measurable upsell language.

Private in-house cohorts or public schedules

On site across Taiwan and Asia, live online, or hybrid

Micro-lessons with coaching and on-the-job observation

Role-plays using your brand standards, menus, room types, and amenities

SOP and template pack for front desk, food and beverage, housekeeping, and digital replies

Pre- and post-assessments with CEFR-aligned rubrics and practical evaluations

Baseline and post-training assessments

Role-play evaluations and service language checklists

KPIs to track: CSAT, complaint resolution time, upsell conversion, review rating average

Question: Can you train at our site?

Yes. We deliver on site across Taiwan and in major Asian cities, and live online for regional teams.

Question: Do participants need a minimum English level?
No. We group by level and role to maximize practice and confidence.

Question: How much preparation is required?
Minimal. A short intake survey and optional pre-reading. We can also review your SOPs.

Question: What is your cancellation policy?
Flexible rescheduling with notice. Full details provided in the proposal.