Distance learning
Free
Formattemp
The temporary employment agency "Adecco", in collaboration with the training institution "Adecco Formazione" in partnership with "Idee Insieme soc.coop.soc." and thanks to the "Formatemp" fund, publishes a course for Receptionist in Hotels in German level A1 - Free
Among the professions indicated by ISFOL, now INAPP, the figure of the is indicatedHotel Receptionist.
This role welcomes and registers guests at the facilities; provides accommodation services; assigns rooms and delivers the relevant keys; provides information on the services offered; manages reservations and check-in and check-out procedures, keeps track of available rooms; carries out guest check-out procedures and prepares the relevant documentation. (Source: Isfol-FGB elaborations).
Funding Body: Formattemp
Promoting Body: Adecco (The Adecco Group)
Implementing Body: Adecco Training
Partner: Ideas Together soc.coop.soc.
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, theHotel Receptionist falls within the professional economic sector "tourist services", in the work process “hospitality services” in the air of activity “Customer reception and assistance” as specified:
- 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: 104 HOURS from October 01st to 30th 2020 – 18 virtual classroom days of 4 hours and 4 of 8 hours;
VIRTUAL CLASSROOM LESSONS: from Monday to Friday from 15.00 pm to 19.00 pm and for 4 days also from 10.00 am to 14.00 pm;
CERTIFICATE: of frequency Formatemp (minimum 70% of total hours including attendance at mandatory lessons);
MEMBERSHIPS: To confirm your participation, send an email to: formazione@consorzionuovefrontiere.it - attaching your CV complete with tax code and identity document/passport, indicating in the subject line: German-speaking receptionist (By 23/09/2020 at 5:00 PM)
INFORMATION: For any further information, please call IDEEINSIEME at 081.19335800.
PARTICIPATION REQUIREMENTS: the course is aimed at candidates for temporary work missions (both unemployed and jobless) registered and selected by the Employment Agency ADECO;
- 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 23/09/2020 at 12:00) of the verification of videoconferencing connection devices scheduled for the day 24/09/2020 from 10.00, in various groups.
REGISTRATION: The selected candidates will be contacted by email and telephone. (by 25/09/2020 at 8:00 PM) to attend the first day of the course on the day 01/10/20 at 15.00 on the online platform after sending the entry link.
PRICE: the course is free (financed by Formatemp);
TEACHER: a teacher with a degree in German languages and literature working as an interpreter, she boasts 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
0.1
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: READ: understand public communications; read short factual texts and show understanding of the content; demonstrate understanding of language structure WRITE: use words appropriately and accurately in different 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.), show appreciation for the speakers' attitudes and intentions. SPEECH: interact in situations that simulate authentic communication, ask and respond to questions; speak freely to express emotions, reactions, etc.; greet people and respond to greetings (in person or on the telephone); introduce oneself; ask for and provide personal details; help others express their ideas by interrupting a conversation; initiate a new topic, change the subject, resume, or continue the topic. |
0.2
Duties and functions of hotel receptionists – contextual simulations
TASKS AND FUNCTIONS
ANKUNFT DER GÄSTE (CUSTOMER WELCOME)
- 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 - express requests:
CORRESPONDENCE (correspondence)
- Receive reservations by phone
- Respond to written reservations
- Confirm reservations by fax or email
- ProblemSolving (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
OFFER IN THE 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 (guests' departure)
-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. (request for price information, request for information on services offered, specific customer needs, complaints, etc.)Conducted in turns, each simulation is observed by all students; prompted and corrected by the teacher; and discussed in plenary at the end.
0.3
Health and safety in the workplace
Health and safety in the workplace
0.4
Rights and duties of temporary workers
Rights and duties of temporary workers