Distance learning
Free
Formattemp
"Nuove Frontiere Lavoro", in collaboration with the training organization "Idee Insieme" and thanks to the "Formatemp" fund, is publishing a German-language Hotel Receptionist course (level A2) online on the platform - Free.
Among the professions indicated by ISFOL, now INAPP, the figure of the Receptionist in hotels is indicated.
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: Formatemp
Promoting Body: New Frontiers Work spa
Implementing Body: Idee Insieme 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, 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: 140 HOURS from 02 NOVEMBER to 18 DECEMBER 2020 – 31 virtual classroom days of 4 hours and two of 8 hours;
VIRTUAL CLASSROOM LESSONS: from Monday to Friday from 15.00 pm to 19.00 pm and for 2 days also from 10.00 am to 14.00 pm;
CERTIFICATE: of attendance at Formatemp (minimum 70% of total hours including attendance at mandatory lessons);
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 23/10/2020 at 12:00) of the verification of videoconferencing connection devices scheduled for the day 29/10/2020 from 15.00, in various groups.
REGISTRATION: The selected candidates will be contacted by email and telephone. (by 30/10/2020 at 8:00 PM) to attend the first day of the course on the day 02/11/20 at 15.00 on the online platform after sending the entry link.
COST: the course is free (funded by Formatemp) ;
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
0.1
German level A2
- Entrance test to evaluate initial skills
GRAMMAR AND SYNTAX
- Adjektivdeklination (adjective declension)
- Artikelwörter „dieser“, „mancher“, „jeder“/“alle“
- Präteritum der Modalverben (preterite of modal verbs)
- Nebensatz (subordinate)
- Reflexive Verben mit Präpositionalergänzung (reflexive verbs with preposition)
- Fragewörter and Pronomen „wofür“, „dafür“
- Konjunktiv II (subjunctive II)
- Passiv (passive)
- Infinitivsatz: Infinitiv mit “zu“ (infinitive sentence with “zu”)
- Nebensatz mit „dass“ (subordinate sentence with „dass“)
- Präteritum (preterite)
- Konstruktionen mit „es“ (constructions with „es“)
- Relativpronomen (relative pronouns)
- Nebensatz: Relativesatz (subordinate clauses: relative clauses)
- “let go”
- “zum” + Infinitive
- Indirekterfragesatz (indirect interrogative sentences)
- Infinitiv mit “um zu“ (infinitive with “um zu“)
- Nebensatz mit „damit“ (subordinate with „damit“)
- Präpositionen “außer” und “wegen“ (prepositions „außer“ and „wegen“)
- Ausdrücke mit Präpositionen (expressions with prepositions)
- Reflexivpronomen (Dativ und Akkusativ) (dative and accusative reflexive pronouns)
- Demostrativpronomen im Akkusativ (demonstrative pronouns in the accusative)
EXERCISES AND SIMULATIONS
Using grammatical and syntax rules, participants will practice developing the four essential skills:
READING: Learn to read simple texts and find specific information in everyday materials such as advertisements, programs, menus, and timetables. Learn to understand personal letters.
WRITE: Learn to take simple notes and write short messages on topics of immediate need. Learn to write personal letters.
HÖREN: Learn to understand frequently used expressions and vocabulary related to areas of immediate relevance (for example, very basic personal and family information, shopping, local area, and employment). Learn to grasp the main points of short, clear, simple messages and announcements.
SPEECH: Learn to use a series of expressions and phrases to describe in simple terms your family and other people, your living conditions, your educational background and your current or most recent job.
0.2
Duties and functions of hotel receptionists – contextual simulations
GÄSTE AN DER REZEPTION EMPFANGEN UND REGISTRIE REN (WELCOME AND REGISTER GUESTS AT THE RECEPTION)
- register guests
- room furnishings and amenities
- luggage service
- accompany to the room
- describe room amenities
SERVICE IM CAFÈ, IM RESTAURANT UND ZIMMERSERVICE (SERVICE IN THE CAFETERIA, AT THE RESTAURANT AND IN THE ROOM)
- descriptions of the restaurant's gastronomic offerings
- describe the menu of the day
- manage restaurant reservations
- manage room service reservations
DEN GÄSTEN INFORMATIONEN GEBEN (GIVING INFORMATION TO GUESTS)
- provide information about major places of interest
- indicate the location of service facilities (bank, pharmacy, hospital, etc.)
- provide information about the weather forecast
HOTELBESCHREIBUNG (DESCRIBE THE HOTEL)
- describe the hotel's services
- illustrate any programs relating to recreational activities organized by the hotel
- book extra services
INFORMATIONEN ÜBER HOTELDIENSTLEISTUNGEN, REKLAMATIONEN ( INFORMATION ABOUT HOTEL SERVICES, COMPLAINTS)
- describe the services available in the best hotel facilities
- fulfill requests and manage complaints
- write down messages
TELEFONESERVICE (TELEPHONE SERVICE)
- manage reservations by phone
- give information by telephone
- handle complaints by telephone
RUNDFAHRTEN, REISEN, LEIHWAGEN, KULTURELLE ANGEBOTE VERMITTELN (PROVIDE RENTAL CAR SERVICES, SUGGEST ITINERARIES AND CULTURAL OFFERS)
- provide information about the local roads and tourist attractions
- suggest organized trips
- provide rental cars
- departure of guests
- payment procedures
- payment methods
- check whether guests have used extra services
- make sure that the stay was pleasant
- to take leave
Simulation 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.
- ENDPRÜFUNG - ÜBERPRUFÜNG DER ERWORBENEN KOMPETENZEN - BEWERTUNG (Final test to verify the skills acquired, correction and evaluation of the results in the plenary)
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