Hospitality English - ANA総合研究所

ANA Hospitality English Coursebook, Essential English for hospitality and the airline industry.

Hospitality English - ANA総合研究所

In collaboration with ANA総合研究所, HALICO will publish the first Hospitality English coursebook for the Airline industry. The course covers useful English needed by Ground Staff and Cabin Attendants to perform their jobs. The language covered is also transferable to other jobs in hospitality. Launch February 1st, 2020. Contact us for more details.

テキストは2部12章構成で、第1部では航空会社の地上係員(Ground Staff)の業務、第2部では客室乗務員(Cabin Attendant)の業務を通して英語を学びます。航空会社が提供する実際のサービスの中で求められるホスピタリティに満ち溢れた応対を対話形式で構成し、ロールプレー演習を通じて実際のシーンを体感できるように編集しました。自習用の音声も用意しておりますので、ぜひ本テキストを活用し、顧客に寄り添う航空会社の「おもてなし」を学んでいただくとともに、接遇における丁寧な表現・言葉遣いを体得していただきたいと思います。


SAMPLE PAGES BELOW

GROUND STAFF MODULE

UNIT 01

ANA Hospitality Course Domestic Flight Ticket Sales. Greet passengers, ask for passenger details

DOMESTIC TICKETING

Unit Goals:

  • Greet Passengers Politely
  • Ask for Passenger Details
  • Sell a Domestic Flight Ticket

UNIT 02

ANA Hospitality English Course. Check-in Domestic Flight, assign seats, explain safety regulations

DOMESTIC CHECK-IN PROCEDURES

Unit Goals:

  • Check-in a Domestic Flight Passenger
  • Assign Seats
  • Explain Safety Regulations

UNIT 03

ANA Hospitality English Course, International Passengers, baggage, explain safety regulations

INTERNATIONAL CHECK-IN PROCEDURES

Unit Goals:

  • Check-in an International Flight Passenger
  • Check Passengers' Baggage
  • Explain Safety Regulations

UNIT 04

ANA Hospitality English Course, Greet passengers, lounge service, make sure passengers make flights

AIRPORT LOUNGE SERVICE

Unit Goals:

  • Greet passengers at the lounge
  • Offer high-quality lounge service
  • Make sure passengers make their flight

UNIT 05

ANA Hospitality English Course, Baggage issues, deal with conflict, arrange baggage delivery

ASSISTING TRANSIT PASSENGERS

Unit Goals:

  • Greet Transit Passengers
  • Confirm Connecting Flight Details
  • Avoid Transit Passenger Delays

UNIT 06

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BAGGAGE ISSUES

Unit Goals

  • Help Passengers with Baggage Issues
  • Deal with Conflict Politely
  • Arrange Delivery Baggage Delivery

CABIN ATTENDANT MODULE

UNIT 07

ANA Hospitality English Course, Welcome boarding passengers, give directions, explain baggage rules

WELCOME ABOARD

Unit Goals:

  • Welcome Boarding Passengers
  • Give Directions to Boarding Passengers
  • Explain Baggage Regulations

UNIT 08

ANA Hospitality English Course, Pre-flight service, safety rules and regulations, deal with conflict

BEFORE TAKEOFF

Unit Goals

  • Offer Pre-flight Service
  • Explain Safety Rules and Regulations
  • Deal with Conflict Calmly

UNIT 09

ANA Hospitality English Course, beverage and meal orders, asking preference, describing meals drinks

IN-FLIGHT SERVICE

Unit Goals

  • Take Beverage and Meal Orders
  • Ask Passengers for their Preferences
  • Describe Beverages and Meals to Passengers

UNIT 10

ANA Hospitality English Course, In-flight sales, making recommendations, describing products, sales

IN-FLIGHT SALES

Unit Goals:

  • Perform In-flight Sales
  • Make Recommendations
  • Describe Products

UNIT 11

ANA Hospitality English Course, Passenger care, help sick unwell passengers, assist a parent

PASSENGER CARE

Unit Goals:

  • Help Unwell Passengers
  • Assist a Parent with a Baby
  • Sympathize with Passengers

UNIT 12

ANA Hospitality English Course, prepare passengers for landing, explain quarantine, advise transit

BEFORE LANDING

Unit Goals

  • Prepare Passengers for Landing
  • Explain Quarantine Procedures
  • Advise Transit Passengers