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HOSPITALITY ENGLISH - ANA総合研究所

SAMPLE

HOSPITALITY ENGLISH - ANA総合研究所

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

Hospitality English

ISBN: 978-4-909730-32-9

Price: 2,500yen excluding tax

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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。

How can I purchase?

For class adoptions, you can place an order through your school bookstore or preferred online bookstore.

It is also available on AMAZON by clicking here.

Sample Pages

SAMPLE PAGES BELOW

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.


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GROUND STAFF MODULE

UNIT 01

UNIT 01

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

UNIT 01

UNIT 01

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

UNIT 01

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

UNIT 03

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

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

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

UNIT 07

UNIT 07

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

UNIT 07

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

UNIT 10

UNIT 09

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

UNIT 10

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

UNIT 10

UNIT 11

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

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