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HOSPITALITY ENGLISH - ANA総合研究所
About:
The course is based on real-life situations encountered by Ground Staff (GS) and Cabin Attendants (CA). Students' have plenty of opportunities to build their listening and speaking skills with the activities throughout the course. The activities are scaffolded and build up towards a final role-play. Although the course has a strong focus on jobs is the airline industry the language is also useful for most jobs in the Hospitality industry.
内容
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。
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Sample Pages
Inspection Copy / 見本・献本
To request an inspection copy, please fill in the inspection copy request form by clicking the link below. Please note we reserve the right to refuse a request if it does not fit our criteria.
GROUND STAFF MODULE
UNIT 01
UNIT 01
UNIT 01
DOMESTIC TICKETING
Unit Goals:
- Greet Passengers Politely
- Ask for Passenger Details
- Sell a Domestic Flight Ticket
UNIT 02
UNIT 01
UNIT 01
DOMESTIC CHECK-IN PROCEDURES
Unit Goals:
- Check-in a Domestic Flight Passenger
- Assign Seats
- Explain Safety Regulations
UNIT 03
UNIT 01
UNIT 03
INTERNATIONAL CHECK-IN PROCEDURES
Unit Goals:
- Check-in an International Flight Passenger
- Check Passengers' Baggage
- Explain Safety Regulations
UNIT 04
UNIT 04
UNIT 03
AIRPORT LOUNGE SERVICE
Unit Goals:
- Greet passengers at the lounge
- Offer high-quality lounge service
- Make sure passengers make their flight
UNIT 05
UNIT 04
UNIT 05
ASSISTING TRANSIT PASSENGERS
Unit Goals:
- Greet Transit Passengers
- Confirm Connecting Flight Details
- Avoid Transit Passenger Delays
UNIT 06
UNIT 04
UNIT 05
BAGGAGE ISSUES
Unit Goals
- Help Passengers with Baggage Issues
- Deal with Conflict Politely
- Arrange Delivery Baggage Delivery
CABIN ATTENDANT MODULE
UNIT 07
UNIT 07
UNIT 07
WELCOME ABOARD
Unit Goals:
- Welcome Boarding Passengers
- Give Directions to Boarding Passengers
- Explain Baggage Regulations
UNIT 08
UNIT 07
UNIT 07
BEFORE TAKEOFF
Unit Goals
- Offer Pre-flight Service
- Explain Safety Rules and Regulations
- Deal with Conflict Calmly
UNIT 09
UNIT 07
UNIT 09
IN-FLIGHT SERVICE
Unit Goals
- Take Beverage and Meal Orders
- Ask Passengers for their Preferences
- Describe Beverages and Meals to Passengers
UNIT 10
UNIT 10
UNIT 09
IN-FLIGHT SALES
Unit Goals:
- Perform In-flight Sales
- Make Recommendations
- Describe Products
UNIT 11
UNIT 10
UNIT 11
PASSENGER CARE
Unit Goals:
- Help Unwell Passengers
- Assist a Parent with a Baby
- Sympathize with Passengers
UNIT 12
UNIT 10
UNIT 11
BEFORE LANDING
Unit Goals
- Prepare Passengers for Landing
- Explain Quarantine Procedures
- Advise Transit Passengers
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