3A Hospitality English PRO

[01] Cultural Differences

10 Exercises | 1 Quiz

1-1 Diversity [Video]

1-2 Countries match

1-3 Cultural Differences

1-4 Word stress [Video]

1-5 Find the stress

1-6 Sentence scramble

1-7 Vocabulary match

1-8 Hotels vs resorts [Video]

1-9 Find the stress: hotel departments

1-10 Listening [Audio]

[02] Stereotypes

10 Exercises | 1 Quiz

2-1 Attitude [Video]

2-2 Generalizations vs stereotypes

2-3 Vocabulary match

2-4 Tone of voice [Audio]

2-5 Sentence Stress [Video]

2-6 Find the stress

2-7 Sentence stress review

2-8 Prepositions match

2-9 Listening [Audio]

2-10 Sentence scramble

[03] International Service Expectations

9 Exercises | 1 Quiz

3-1 Greeting your guests [Video]

3-3 Vocabulary match

3-4 Acknowledge the guest [Video]

3-5 Time of day greetings & goodbyes

3-6 Sentence scramble

3-7 Find the stress

3-8 International Guest Expectations [Video]

3-9 Listening [Audio]

3-10 Guest interactions: four parts

Review Units 1-3

9 Exercises | 1 Quiz

Review 1-1 Vocabulary match

Review 1-2 Listening [Audio]

Review 1-3 Comprehension check

Review 2-1 Vocabulary match

Review 2-2 Listening [Audio]

Review 2-3 Comprehension check

Review 3-1 Vocabulary match

Review 3-2 Listening [Audio]

Review 3-3 Comprehension check

Review 1-3 Quiz

[04] Nonverbal Communication

10 Exercises | 1 Quiz

4-1 Nonverbal Communication [Video]

4-2 Types of body language

4-3 What’s in the picture?

4-4 Moods match

4-5 Personal space [Video]

4-6 Find the stress

4-7 Sentence scramble

4-8 Professional body language [Video]

4-9 Vocabulary match

4-10 Listening [Audio]

[05] Conscious Communication

10 Exercises | 1 Quiz

5-1 Conscious communication [Video]

5-2 Active or passive listening?

5-3 Vocabulary check

5-4 Vocabulary match

5-5 Sentence scramble

5-6 Active listening [Video]

5-7 Become an active listener

5-8 Find the stress

5-9 What’s in the picture?

5-10 Listening [Audio]

[06] Connecting with Guests

10 Exercises | 1 Quiz

6-1 First impressions [Video]

6-2 Making a good first impression

6-3 Listening [Softeners]

6-4 Vocabulary match

6-5 Sentence scramble

6-6 Softening language [Video]

6-7 Find the stress

6-8 Qualifiers scramble

6-9 Small talk topics

6-10 Listening [Audio]

Review Units 4-6

9 Exercises | 1 Quiz

Review 4-1 Vocabulary match

Review 4-2 Listening [Audio]

Review 4-3 Comprehension check

Review 5-1 Vocabulary match

Review 5-2 Listening [Audio]

Review 5-3 Comprehension check

Review 6-1 Vocabulary match

Review 6-2 Listening [Audio]

Review 6-3 Comprehension check

Review 4-6 Quiz

[07] The Language of Hospitality

10 Exercises | 1 Quiz

7-1 Five Essential Phrases [Video]

7-2 Proper use of pronouns

7-3 Listening [Audio]

7-4 Vocabulary match

7-5 Sentence scramble

7-6 Telephone Etiquette [Video]

7-7 Telephone etiquette

7-8 Find the stress

7-9 Email etiquette

7-10 Telephone calls [Audio]

[08] Amenities & Attractions

10 Exercises | 1 Quiz

8-1 Descriptive Language [Video]

8-2 Describing words match

8-3 Find the describing word

8-4 Prepositions [Audio]

8-5 Sentence scramble

8-6 ATONIN Prepositions [Video]

8-7 Prepositions check

8-8 Find the stress

8-9 Vocabulary match

8-10 Listening [Audio]

[09] The Guest Cycle

10 Exercises | 1 Quiz

9-1 The Guest Cycle [Video]

9-2 Role of the Front Office

9-3 Questions & Answers

9-4 Vocabulary match

9-5 Sentence scramble

9-6 Diplomatic English [Video]

9-7 What’s in the picture?

9-8 Find the stress

9-9 Softening language [Video]

9-10 Listening [Audio]

Review Units 7-9

9 Exercises | 1 Quiz

Review 7-1 Vocabulary match

Review 7-2 Listening [Audio]

Review 7-3 Comprehension check

Review 8-1 Vocabulary match

Review 8-2 Listening [Audio]

Review 8-3 Comprehension check

Review 9-1 Vocabulary match

Review 9-2 Listening [Audio]

Review 9-3 Comprehension check

Review 7-9 Quiz

[10] Exceeding Expectations

10 Exercises | 1 Quiz

10-1 Exceeding expectations [Video]

10-2 What’s in the picture?

10-3 Sentence scramble

10-4 Vocabulary match

10-5 Anticipatory service

10-6 Reading the guest [Video]

10-7 Find the stress

10-8 Service flags

10-9 What’s in the picture?

10-10 Listening [Audio]

[11] Requests & Recommendations

10 Exercises | 1 Quiz

11-1 Requests [Video]

11-2 Can vs may

11-3 Vocabulary match

11-4 Sentence scramble

11-5 Softening suggestions

11-6 Recommendations [Video]

11-7 Find the stress

11-8 Requests to recommendations

11-9 Chinese attractions

11-10 Listening [Audio]

[12] Complaint Management

10 Exercises | 1 Quiz

12-1 Complaints [Video]

12-2 Complaints

12-3 Vocabulary match

12-4 Dealing with complaints

12-5 What’s in the picture?

12-6 L.E.A.F. System [Video]

12-7 Find the stress

12-8 Sentence scramble

12-9 Complaint management actions

12-10 Listening [Audio]

9 Exercises | 1 Quiz

Review 10-1 Vocabulary match

Review 10-2 Listening [Audio]

Review 10-3 Comprehension check

Review 11-1 Vocabulary match

Review 11-2 Listening [Audio]

Review 11-3 Comprehension check

Review 12-1 Vocabulary match

Review 12-2 Listening [Audio]

Review 12-3 Comprehension check

Review 10-12 Quiz

Previous Exercise

2-9 Listening [Audio]

3A Hospitality English PRO [02] Stereotypes 2-9 Listening [Audio]

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