ENGLISH
COURSE
For Hotel Staff - Advanced
Program
Gang Royal House, Cowang Dereng, Batu Cermin, Labuan Bajo, Manggarai
Barat, NTT
0851-6104-1817
PROGRAM GOALS
Improve fluency and confidence in professional
hotel communication.
Develop skills in handling complex guest needs
and complaints.
Expand vocabulary in hospitality, tourism, and
customer service.
Practice real hotel case scenarios.
PROGRAM DURATION
12 weeks (3 months)
2 sessions per week, 90 minutes each.
Total: 36 hours
TEACHING METHODS
Case studies & real guest scenarios.
Advanced role-play (VIP guest, difficult guest,
emergency).
Listening practice with native English (videos,
audio).
Vocabulary expansion with industry-specific
terms.
MATERIALS
Custom phrasebook (English–Indonesian, hotel-
focused).
Worksheets & flashcards.
Audio for listening practice.
WEEKLY OUTLINE
Week 11 - 12
Emergency
Week 9 - 10 Situation &
Tourism & Review
Week 7 - 8 Concierge
F&B - Fine Services
Dining English
Week 5 - 6
Housekeeping
Week 3 - 4 - Detail Service
Complex FO
Interaction
Week 1 - 2
Professional
Communication
WEEK 1–2: PROFESSIONAL
COMMUNICATION
TOPICS
Advanced greetings and formal expressions.
Tone & body language in English.
Handling VIP guests.
Key Vocabulary: allow, pleasure, at your
convenience, handle, assist
It’s a pleasure to welcome you.
May I assist you with…?
Allow me to…
Certainly, sir/ma’am.
At your convenience.
WEEK 3–4: COMPLEX FO
INTERACTION
TOPICS
Upselling and cross-selling (room upgrades,
services).
Explaining hotel policies clearly.
Handling late check-out and overbooking.
Key Vocabulary: Upgrade, availability, fully
booked, overbooked, complimentary, reservation
policy, cancellation fee.
I’m sorry, the hotel is __________ for tonight.
We can offer you a __________ upgrade.
WEEK 5–6: HOUSEKEEPING
- DETAIL SERVICE
TOPICS
Polite handling of complaints (noise,
cleanliness, broken facilities).
Apologizing professionally.
Offering solutions and compensation.
Key Vocabulary: Maintenance, inconvenience,
housekeeping request, malfunction, alternative
room, complimentary service.
Guest: The room smells bad.
a) It’s not my problem.
b) I apologize. I’ll send housekeeping
immediately to refresh your room.
WEEK 7–8: F&B - FINE
DINING ENGLISH
TOPICS
Describing menus in detail.
Recommending food & drinks.
Handling dietary restrictions & allergies.
Key Vocabulary: Appetizer, entrée, main course,
dessert, beverage, recommendation, dietary
restrictions, vegetarian, gluten-free, allergies.
→
You want fish? __________________
→
I think you like chicken. __________________
WEEK 9–10: TOURISM &
CONSIERGE SERVICE
TOPICS
Recommending local attractions.
Giving detailed directions outside the hotel.
Making reservations (tours, transport,
restaurants).
Key Vocabulary: Recommend, arrange,
reservation, sightseeing, attractions,
transportation, itinerary.
Guest: Can you recommend something to do tomorrow?
Staff: Certainly. You could visit Komodo Island for a day trip.
I can arrange the tour and boat tickets for you.
WEEK 11: EMERGENCY
SITUATION
TOPICS
Handling medical emergencies.
Fire/evacuation instructions in English.
Dealing with lost & found.
Key Vocabulary: Emergency, evacuation, fire
alarm, medical assistance, doctor on call, remain
calm, lost property.
Guest: I don’t feel well, can you call a doctor?
Staff: Of course, sir. I’ll call our on-call doctor immediately.
Please remain seated, help is on the way.
WEEK 12: ASSESSMENT
ACTIVITIES
Role-play 1: Handling overbooking with a polite solution.
Role-play 2: Recommending a local tour and arranging
transport.
Role-play 3: Dealing with a VIP guest complaint.
FINAL TEST
Write a professional response to this complaint: “The Wi-Fi is
not working in my room.”
Role-play: Guest wants to check out late but hotel is full. Offer a
polite solution.
By the end of this workbook, staff will be able to handle VIP
guests, upselling, difficult complaints, emergencies, and
concierge requests confidently in English.
PRICE SCHEME
ADVANCED PROGRAM : IDR 7.000.000 (3 MONTHS)
PER MONTH CONVERSION:
3 MONTH PROGRAM PER MONTH PER MEETING
IDR 7.000.000 IDR 2.333.000 IDR 292.000
PER STAFF CONVERSION:
PER MONTH PER MEETING PER STAFF
IDR 2.333.000 IDR 292.000 *IDR 8.333
*The price varies based on the number of staff joining the course.
The price shown is based on 35 staff as an example.