Distance learning
Free
Formattemp
"Nuove Frontiere Lavoro," in collaboration with the training organization "Idee Insieme" and thanks to the "Formatemp" fund, is publishing an online course for "Receptionist in English level A2."
Among the professions listed by ISFOL, the Receptionist is the one listed . This position welcomes and registers guests at facilities; provides accommodation services; assigns rooms and issues keys; provides information on the services offered; manages reservations and check-in and check-out procedures, keeps track of available rooms; and performs guest check-out procedures and prepares the relevant documentation.
ISFOL identifies the need for foreign languages among the main areas of professional development expressed by companies and, for the period 2018-2023, for the macro area indicated above, forecasts a 12,0% increase in employment, a value above the average growth in the period (2,5%) (Source: ISFOL-FGB elaborations) . Furthermore, despite the setback that will occur in the post-Covid-19 era , the growth of tourism in Italy by users from all over the world will generate a very high demand for this figure in order to have personnel specifically trained not only in the skills indicated above but also contextualized to the linguistic context mentioned above (sector terminology, idioms, approach to that type of customer, etc.).
The level identified is A2.2 which is recognised by the CEFR European Framework ( https://www.coe.int/en/web/common-european-framework-reference-languages/reference-level-descriptions )
OBJECTIVES: The course aims to provide the appropriate language skills for professionals in the hospitality industry, following a guideline compliant with that outlined by ISFOL. Upon completion of the course, students will be able to manage English-speaking clients, acquiring the following skills:
” customer reception
” analysis and identification of customer needs
” booking management
” receiving and sorting telephone calls
” filling out forms and documents
”compilation of attendance registers
” customer complaint management
” access control to accommodation facilities
” control and custody of customer documents
” taking care of the room assignment
” provide information or assistance to the customer
Students will practice listening, comprehension, and production of texts. Multimedia tools will be used in the virtual classroom.
FUNDING BODY: Formatemp
PROMOTING BODY: New Frontiers Work spa
IMPLEMENTING BODY: Idee Insieme soc.coop.soc.
COST: the course is free (funded by Formatemp) ;
DURATION: 140 hours from 13 MAY to 28 JUNE 2024 – 33 virtual classroom days of 4 hours and one of 8 hours;
VIRTUAL CLASSROOM LESSONS: Monday to Friday from 09.30 pm to 13.30 pm ;
CERTIFICATE: of attendance at Formatemp (minimum 70% of total hours including attendance at mandatory lessons);
PARTICIPATION REQUIREMENTS: the course is aimed at candidates for temporary work missions (both unemployed and jobless) registered and selected from the Employment Agency;
- for foreigners, knowledge of the Italian language and grammar, even if NOT certified;
- it is not necessary to know the English language;
- you need to have a desktop PC (desktop), laptop or tablet with stable cable connection (HIND) or wi-fi, webcam and microphone.
SELECTION METHOD: Access to the course will take place through several preliminary steps:
- Correct submission of the required documentation;
- Analysis of the CV submitted;
- Check the connection devices to be carried out in videoconference;
SELECTIONS: Those who have joined will be contacted by email for confirmation (by 09/05/2024 at 18.00 pm) of the verification of the videoconference connection devices scheduled for 10/05/2024 from 14.30 pm in a group;
REGISTRATION: Those selected will be contacted by email and phone (by 05:18.00 PM on May 10, 2024) to attend the first day of the course on May 13, 2024, at 05:09.30 AM on the online platform after sending the entry link.
PROFESSOR: The teacher chosen for the course, a graduate, in addition to having teaching experience in English language courses, is certified by AIM AWARDS-ANGLIA – recognized by MIUR – Advanced Business English level (B2).Course modules
1.1
English level A2
GRAMMAR AND SYNTAX
- Entrance test to evaluate initial skills
- Introduction to the English Language;
- Sentence structure;
- Pronouns and adjectives (Personal, possessive, relative, impersonal, interrogative, partitive, indefinite, demonstrative and reflexive);
- Prepositions and Conjunctions;
- Division of verb tenses and their use;
- Regular/irregular verbs;
- In-depth study of verb typologies;
- The progressive form in English verb tenses;
- Infinitive and Gerund;
- To be and To have;
- Adverbs of time, frequency and manner;
- Simple Present – Present Continuous;
- Simple Past – Past Continuous;
- Saxon genitive;
- What are “Phrasal verbs” and how to recognize them;
- Introduction to the Present Perfect;
- Differences between Present Perfect and Simple Past;
- Future: Simple Future, Present Continuous, To be going to;
- Modal verbs;
- Conditional 0 – 1;
- Formal/informal language;
Exercises on written and oral productions (WRITING, READING AND SPEAKING);
Listening exercises.
READING: understand public communications; read short factual texts and show understanding of the content; demonstrate understanding of language structure
WRITING: Use words appropriately and accurately in different written contexts and be able to produce variations on simple sentences.
LISTENING: understanding, from listening to short statements to the meaning of the dialogue in order to extract factual information (times, dates, etc.), showing appreciation of the speakers' attitudes and intentions.
SPEAKING: interacting in situations that simulate authentic communication to ask and understand questions and give appropriate answers; speaking freely to express emotions, reactions, etc.; greeting people and responding to greetings (in person and on the phone); introducing oneself; asking for and providing personal details; helping others express their ideas by interrupting a conversation; starting a new topic, changing the subject, resuming or continuing the topic.
END OF MODULE LEARNING TEST
2.2
Duties and functions of the receptionist
Welcoming the Guests
- Greeting customers - Courtesy form
- Make recordings
- Present the structure
- Accompany to the room
ROOM AND BREAKFAST (bed and breakfast)
- Provide information about the rooms
- Extra services available in the room
- Room price information
- Breakfast: Information and requests
MAILING AND PHONE SERVICES
- Receive reservations by phone
- Respond to written reservations
- Confirm reservations via email
- Problem Solving (Formulas)
HOTEL SERVICES (hotel services)
- Time: ask the time and answer
- Provide information about the hotel's services
- Provide information about places of interest near the hotel
- Take reservations for the hotel restaurant
INFORMATION AND MESSAGES
- Give directions to the location of the room/hotel
- Fulfill requests and handle complaints
- Write down messages
SPECIAL DEAL (hotel offers)
- Offer leisure programs
DEPARTURE: GUESTS LEAVE THE ROOM
- Deliver the bill to customers/payments
- Make sure that the stay was pleasant
- Take your leave
END OF MODULE LEARNING TEST3.3
Rights and duties of temporary workers
Rights and duties of temporary workers
4.4
Health and safety in the workplace
Health and Safety in the Workplace