OBJETIVOS
Conocer los diferentes productos y servicios de la industria turística, así como los proveedores de los mismos, identificando los documentos propios del sector turístico y aprendiendo cómo desenvolverse en variadas situaciones que tienen que ver con el sector, tales como el trato con el cliente, redacción de cartas, gestión de quejas, etc.
PROGRAMA DEL CURSO
- Learning Unit 1. Tourism and travel services management
- Tourism service presentation: products or services features, measures, quantities, ancillary services, payment terms and after sales service, among others
- Tourism products or services
- Grammar review: expressing quantity
- Payment terms and after-sales service
- Hospitality and tourism management
- Introduction
- Tour operators and travel agents
- Travel, trip and journey
- Tickets, vouchers and other related documents
- Air tickets
- Railway tickets
- Bus and other tickets
- Vouchers
- Negotiating with tourism and hospitality providers
- Introduction
- The process of negotiation
- Booking hotel rooms and facilities
- Types of accommodation
- Hotel rooms
- Management and marketing hotel related documents
- Online booking enquiry and reservations
- Hotel reservation confirmation
- Hotel reservation form
- Hotel welcome letters
- Tourism service presentation: products or services features, measures, quantities, ancillary services, payment terms and after sales service, among others
- Learning Unit 2. Providing tourist information in English
- Request for exchange of information among tourist information centres
- Information exchange in the public tourist system
- Tourist or visitor information centres
- Information technologies and the Internet
- Information about providers, prices and rates, and service provision to clients
- Introduction
- Brochures and other promotional documents
- Customers’ legal rights
- Cancellations and alterations. Vocabulary
- General guidelines to answer an enquiry
- Providing general information to the customer on destinations, routes, weather conditions, surroundings and leisure activities
- Types of holidays and destinations
- Package holidays or package tours
- Routes and itineraries
- Weather conditions
- What’s the weather like?
- Surroundings and leisure activities
- Listing of natural resources, sports / leisure activities and itineraries: location, distance, dates, means of transport and timetables
- Listing and writing about natural resources, sport and / or leisure activities
- Directions and distances
- Writing dates and reading years
- Means of transport
- Environmental legislation concerning tourism activities
- Customer awareness in the conservation of environmental resources
- Gathering customer feedback regarding accomodation
- Request for exchange of information among tourist information centres
- Learning Unit 3. Customer service in the tourism industry
- Specific terminology in tourism and hospitality
- Introduction
- Airport vocabulary
- Check-in desk and security checkpoint
- Train station vocabulary
- On a ferry or cruise ship
- At the bus stop
- Hiring or renting a car
- At the restaurant
- Common structures and phrases in customer care: greetings, introductions and social etiquette
- Formal and informal Greetings
- Introductions and farewells
- Social etiquette
- Different styles, formal and informal, in oral and written tourist communication
- Introduction
- Formal and informal communication
- Dealing with customers’ complaints: common situations
- Building relationships with customers
- How to handle complaints
- What do customers complain about?
- Customer service and solving complaints in a natural and fluid way
- Communication and attention to people in case of an accident
- Dealing with accidents
- Recommendations to the traveller
- Specific terminology in tourism and hospitality