Hospitality Communication in Action

A comprehensive lower-intermediate textbook for students aiming for careers in the hospitality industry, including travel, aviation, hotels, and restaurants. Focusing on conversations frequently encountered in customer service, the text presents practical situations reflecting the growing demand from international visitors to Japan. Students progress naturally from input activities such as vocabulary building to output activities such as role-play, helping them acquire practical English for use in real-life hospitality settings. AI-based role-play activities linked to the textbook content allow students to experience simulated conversations they may encounter in real-life hospitality settings, with grammar correction and explanations, as well as Can-Do performance feedback. Teacher's materials include readyto-use quizzes for each unit, as well as four industry-specific tests covering travel, aviation, hotels, and restaurants.

Contents

＜Chapter 1  Basic Hospitality Communication＞ 

Unit 1 Asking for Personal Information

Unit 2 Taking Phone Calls / Facilities and Services

Unit 3 Taking a Restaurant Order

＜Chapter 2  Travel & Tour Services＞

Unit 4 Arranging a Tour

Unit 5 Leading a Tour

Unit 6 Providing Transportation Information

Unit 7 Assisting with Shopping

＜Chapter 3  Airline Customer Services＞ 

Unit 8 Checking in at the Airport

Unit 9 Helping Passengers Board

Unit 10 Offering In-Flight Services

Unit 11 Giving Polite Explanations and Instructions

＜Chapter 4 Hotel Guest Services＞

Unit 12 Welcoming Guests at the Front Desk

Unit 13 Giving Advice and Assistance

Unit 14 Dealing with Complaints and Emergencies

Unit 15 Departing from the Hotel

(Total 15 Units)