1. Professional introductions, greetings and courtesy phrases at the front desk
  2. Understanding accents and pace in face-to-face guest service
  3. Reading guest registration forms and house rules
  4. Writing welcome messages and signage

  1. Reservation types, room categories and rates
  2. Simulating check-in via app and at the desk
  3. Listening to automated confirmations and OTA messages
  4. Writing booking confirmations and responses to modification requests

  1. Roleplay: guest requests during the stay
  2. Listening to internal notices between the front desk and other departments
  3. Reading incident reports and operational checklists
  4. Writing internal notes and shift handover reports

  1. Professional handling of calls and voicemail
  2. Listening to phone conversations and guests' voice notes
  3. Reading chat threads and reservation-management emails
  4. Writing email and chat responses

  1. Roleplay: handling a complaint at the desk
  2. Listening to recorded complaints and identifying the problem
  3. Reading compensation policies and resolution protocols
  4. Writing responses to complaints and compensation requests

  1. Oral recommendations for dining, leisure and local transport
  2. Listening to the guest's preferences and interests
  3. Reading guides, reviews and sustainability policies
  4. Writing personalised itineraries for the guest

  1. Simulating check-out and saying goodbye to the guest
  2. Listening to questions about the bill and charges
  3. Reading invoices and itemised charges
  4. Writing payment reminders and loyalty communications

  1. Roleplay: handling a food allergy or intolerance
  2. Listening to accessibility and reduced-mobility requests
  3. Reading policies on serving families, pets and cultural diversity
  4. Writing a protocol for serving guests with specific needs

  1. Roleplay: asking a guest for a review
  2. Listening to guest opinions in different digital formats
  3. Reading reviews on platforms
  4. Writing public responses to positive and negative reviews