Communication skills in the area of hotel reception

Improving the communicative competence of the German language in the area of hotel reception

Summary

The strategy to improve the teaching of the German language to workers in the hotel reception area is based on the development of oral expression and continuous training in the communication functions necessary for the performance of their competence in the workplace. The communicative competences and the acts of speech corresponding to them were determined, so that the receptionist reached the necessary linguistic knowledge to be able to respond immediately, and fluently, to the demands of the clients. A study guide with communicative functions, speech acts and dialogues with simulated situations is used. A training plan was prepared for each worker in the area, specifying the new skills to be achieved and those that must be improved.

The learning was developed in the workplace, beginning with the interview of each worker to determine the competence to be achieved and to perfect to prepare their training plan. It has been applied in the “Iberostar Tainos”, “Be Live Las Morlas” and “roc Barlovento” hotels. The results show that 100% of the workers who did not leave the training approved. Its application is recommended for the improvement of learning the German language in the workplace. The experience was developed by the language teachers of the School of Hospitality and Tourism at the Varadero Tourism Center.

Introduction

German speaking clients currently constitute the third market for visitors to the most important tourist area in the country and most do not speak our language, so language training in the hotel reception area will be very useful for all those who take up the activity. commercial.

The material includes a glossary of terms by departments, as well as the communication strategies used by both the customer and the seller, which will facilitate understanding and solving tasks in specific situations.

Finally, some dialogues in different departments are offered as an example.

We hope that this modest work helps to increase the professionalism of our vendors, since this activity is an important source of income for the economy of our country.

issue

Poor communication at check in and check out Poor communication to address customer complaints and provide solutions Poor communication to provide customer information

goals

Optimally prepare staff working in the reception area in the German language to complement their job skills in the job they perform. Satisfy customer demand, service and other complaints that affect their pleasant stay in the hotel, through the correct use of the linguistic knowledge of the German language of the reception staff. Satisfy the German speaking clients, with adequate communication, in their requests for general information about the hotel, specific services, information on national issues, political culture and religion.

Development

For this, it was preceded in the following way:

The work was carried out in the hotel reception area of the facilities under study, for 6 months, using frequencies of 4 to 8 hours per week of on-the-job training.

The training model was prepared and a diagnosis was made in the reception area of the hotels under study, specifying the skills to be reaffirmed and those that each worker in the area, receptionist, reception assistant, porter and doorman, had to acquire, from this the individual training action plan was drawn up. Interaction with the client in the workplace helped the trainees achieve a greater ability in the linguistic knowledge in the communication of the German language, such as comprehension, reaction, waiting to speak, pronunciation, intonation, norm, correction, etc..

Results

Communication skills and linguistic knowledge to reaffirm and acquire in training were established through the diagnosis of workers at the reception of the hotel facilities under study. A training plan was developed for each worker in the reception area to achieve a correct learning of the communicative functions and the linguistic knowledge necessary for the language skills required by the job.

EHT “José Smith Comas” Varadero 2013. LANGUAGE DEPARTMENT.

TRAINING IN GERMAN LANGUAGE FOR RECEPTION. HOTEL:___________

TRAINED: _____________________________ APPROVED: _____________

Hotel manager

COACH: Prof. Dr. Narciso Moya Rodríguez

INDIVIDUAL plan of training actions:


Not	Competences to be acquired or improved (2)	Activities to be carried out by the trainee (3)	Diagnosis. Comp. To acquire (4)	Diagnosis. Comp. to Perfecc. (5)	Comp. General (6)	Comp. Professional (7)	Hrs Totals (8)
one	Greet, introduce yourself and welcome	Greet the customer, introduce yourself and welcome			X		6
two	Ask for the passport and the traveler's check. Request information to register the guest	Use German language communication features to register guests				X	6
3	Provide general information about the Hotel. Wishing you a good stay. Tell him to go with the trunk to the room.	Use the FCs in German language during Check in or der Eintritt or at the request of the client to provide the information			X		12
4	Describe the room and give directions on the safe.	Use the German-language FCs to report during entry or in the room				X	8
5	Inform the services and service hours of the Hotel	It uses the FC to give the information during the entrance or by request of the client				X	12
6	Explain the services not included	He relies on the German FC to inform them during the entry				X	4
7	Inform the layout of the Hotel facilities	Describe in German with FC (with prepositions) where the facilities are			X		12
8	Address customer complaints and questions about services	Responds with FC in German to customers who ask about services.				X	16
9	Describe the specific services and departments of the Hotel	Use FC of the German language to give information about specific services				X	6
10	Report time	Employ FCs to provide weather					4
eleven	Report where an apartment, a place, the beach, etc. is located.	Through the EO informs the customer where there is an installation or thing.				X	6
13	Check out of the Hotel Say gooobye Wish a happy trip to the leaving customer.	Use the FC for farewell and wish you a good trip during der Ausgang or Check out.				X	4
							96

Columns 4 and 5 are filled at the time of diagnosis.

3. The training plan was applied for 6 months at the hotel reception of the hotel facilities under study.

Hotel facility	Initial registration (MI)	Final enrollment (MF)	Approved / MI	Approved / MF	Eval. of the Entren.
Iberostar Tainos	4	3	75%	100%	4
«Be Live Las Morlas»	7	5	71%	100%	4
«Roc Barlovento»	9	7	78%	100%	4

The result shows that the trainees who did not abandon the plan reached the expected competencies in the plan, with evaluations of 4 and 5, on the 5-point scale (MB = 5, B = 4, R = 3 and M = 2; FORMATUR MINTUR-MONTH).

The training was evaluated well, B, because the retention of the course was below 90%, although its quality is evaluated as MB.

Conclusions

The application of the Methodology for the Training of the German Language in the area of the Hotel Reception, was applied in the facilities "Iberostar Tainos", "Be Live Las Morlas" and "roc Barlovento" where more than 70% of those trained reached the communication skills of the German language thereby enabling it to increase job competence and improve performance function. Customer satisfaction expressed in surveys of the use of the German language for service in general is good. Customer satisfaction reviews on the Website as Typ Abisor, is favorable in the hotel “roc Barlovento in relation to other hotels.

recommendations

Apply the methodology for the German Language Training in the Hotel Reception area in the hotels of the Varadero Tourist Pole in Varadero in order to achieve the international standards required in language proficiency.

Bibliography

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