1. Presenting tourism products and packages: features, dynamic pricing and cross-selling (upselling/cross-selling)
  2. Writing commercial terms, payment and cancellation policies
  3. Oral negotiation with tourism suppliers and online agencies
  4. Understanding booking confirmations and automated sales messages

  1. Specific terminology in tourism customer relations
  2. Writing customer service emails and messages in formal and informal register
  3. Greetings, introductions and courtesy expressions when dealing with domestic and international customers
  4. Understanding front-desk conversations and telephone customer service

  1. Managing bookings in tourism distribution systems (PMS, CRS and GDS)
  2. Communicating availability and inventory stop-sells for hotel, transport and excursion bookings
  3. Explaining the booking and confirmation process for different tourism services
  4. Understanding internal instructions on booking and operations management

  1. Reading and interpreting e-vouchers, travel insurance and traveller documentation
  2. Completing digital forms, invoices and contracts in tourism management
  3. Negotiating terms with suppliers and industry professionals
  4. Listening comprehension of supplier contract terms and conditions

  1. Exchanging information between tourist information centres and networks
  2. Designing personalised itineraries and recommendations for visitors
  3. Giving customers oral information about destinations, weather and leisure options
  4. Understanding weather reports and traveller advisories

  1. Sustainability, circular economy and SDG terminology: current environmental certifications (LEED, Green Globe, EarthCheck)
  2. Writing customer-facing information on sustainable practices
  3. Raising customer awareness orally on resource conservation and responsible tourism
  4. Understanding audiovisual content on regenerative tourism

  1. Complaint terminology and structure: resolution frameworks (learn/heard)
  2. Writing responses to customer complaints and claims
  3. Resolving complaints and claims orally, fluently and naturally
  4. Understanding a spoken complaint and identifying the problem

  1. Analysing online opinions and reviews (Google, TripAdvisor)
  2. Writing professional responses to reviews and messages on social media and WhatsApp Business
  3. Simulated spoken interaction with virtual assistants and tourism chatbots
  4. Understanding automated messages, push notifications and customer emails

  1. Accessibility vocabulary and caring for vulnerable customers or those with special needs
  2. Writing action protocols for accidents, evacuation and health incidents
  3. Speaking with a customer affected by an accident, lost documentation or a health emergency
  4. Understanding emergency, evacuation and basic first-aid instructions