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 in "Hotel Receptionist in German, Level A1" on the platform.
Among the professions listed by ISFOL, now INAPP, is the position of Hotel Receptionist.
This role welcomes and registers guests at the facilities; provides accommodation services; assigns rooms and hands out 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, preparing the relevant documentation (Source: Isfol-FGB calculations).
FUNDING BODY: Formatemp
PROMOTING BODY: New Frontiers Work spa
IMPLEMENTING BODY: Idee Insieme soc.coop.soc.
COST: the course is free (funded by Formatemp) ;
GENERAL OBJECTIVES:
The course aims to provide the linguistic skills appropriate to the professional role of Hotel Receptionist, following a guideline in line with that outlined by ISFOL now INAPP.
SPECIFIC CONTENTS:
Specifically, the Hotel Receptionist falls within the professional economic sector of "tourist services", in the work process of "hospitality services" in the area of activity "Customer reception and assistance" specified as follows:
- Booking acquisition
- Customer reception management (Check in)
- Illustration of hotel and tourist services
- Customer assistance during the hotel stay
- Customer satisfaction survey
- Customer Leave Management (Check-out)
At the end of the course, students will be able to manage German-speaking customers, acquiring the following skills:
"customer reception
"analysis and identification of customer needs
"booking management
"receiving and sorting telephone calls
"completing forms and documents
"customer complaint management
"access control to accommodation facilities
"control and custody of customer documents
"taking care of room assignments
"customer information
"customer support
DURATION: 132 HOURS from 03 OCTOBER to 18 NOVEMBER 2022 – 33 virtual classroom days of 4 hours each;
VIRTUAL CLASSROOM LESSONS: Monday to Friday from 14.30 am to 18.30 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;
- 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 to confirm (by 09:18.00 PM on September 28, 2022) the verification of videoconference connection devices scheduled for September 29, 2022 from 09:14.00 PM.
REGISTRATION: Those selected will be contacted by email and phone (by 30:09 PM on November 18.00, 2022) to attend the first day of the course on November 03, 2022 at 10:14.30 AM on the online platform after sending the entry link.
TEACHER: a teacher with a degree in German languages and literature working as an interpreter, she has significant experience gained between October 2013 and April 2014 at the SprachschuleAktiv, Munich (Germany) as a teacher of Italian to German students and of German to Italian students.
Course modules
1.1
German level A1
- Entrance test to evaluate initial skills
- verbs in the present tense and personal pronouns in the nominative
- sentence structure
- interrogative form
- definite and indefinite article
- nominative declension
- nominative possessive adjective
- denial
- articles and possessive adjectives in the accusative
- strong verbs in the present tense
- the modal verb “mögen“
- separable verbs
- modal verbs (können, dürfen, müssen)
- possessive articles and adjectives in the dative
- express wishes (möchten, hätte gern)
- modal verbs (wollen, sollen)
- imperative
- prepositions
- prepositions with double governing
- personal pronouns in the accusative
- past participle of regular and irregular verbs
- preterite of the verbs “sein” and “haben”
- personal pronouns in the dative case
- comparative
- relative superlative
- introduction to the genitive
EXERCISES AND SIMULATIONS
Using grammatical and syntax rules, participants will practice developing the four essential skills:
READING: understand public communications; read short factual texts and show understanding of the content; demonstrate understanding of language structure
SCRIBE: Use words appropriately and accurately in a variety of written contexts and be able to produce variations on simple sentences.
HÖREN: 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, asking and responding to questions; speaking freely to express emotions, reactions, etc.; greeting people and responding to greetings (in person or on the telephone); 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.
2.2
Duties and functions of the receptionist in hotels
TASKS AND FUNCTIONS
ANKUNFT DER GÄSTE (welcome to customers)
- Greeting customers - Courtesy form
- Make recordings
- Present the structure
- Accompany to the room
ZIMMER UND FRÜHSTÜCK (room and breakfast)
- Provide information about the rooms
- Extra services available in the room
- Room price information
- Breakfast - express requests:
KORRESPONDENZ (correspondence)
- Receive reservations by phone
- Respond to written reservations
- Confirm reservations by fax or email
- Problem Solving (Formulas)
HOTEL SERVICE
- 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
ANGEBOTE IM HOTEL (hotel offers)
-Reservation for meals to be consumed in the room
-Sale of products in the hotel boutiques
-Offer leisure programs
ABREISE DER GÄSTE (departure of the guests)
-Wake-up service
-Deliver the bill to customers/payments
-Make sure that the stay was pleasant
-Take your leave
-Lost items
Simulations in HOTEL
The class is divided into groups of two. In each group, one student plays the role of the receptionist and the other plays the role of the customer. Each group is given a handout beforehand that briefly summarizes the situation to be simulated (requesting information about prices, requesting information about services offered, specific customer needs, complaints, etc.). Each simulation is conducted in turns, and all students observe it; it is prompted and corrected by the teacher; and it is discussed in plenary at the end.3.3
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