English for Hotel Staff

The focus of such a course is on the phraseology, the idioms, the style and the lexicon used in the hospitality sector. Through an interactive methodology built on role-plays and practical activities, the course aims at helping the participants manage their work in English enhancing their communication skills in the interaction with international guests.

Here are some of the topics dealt with during the course:

  • Identifying parts and services of a hotel, and people working there
  • Welcoming and registering guests
  • Telephoning
  • Giving directions and instructions
  • Giving information and advice
  • Email writing (enquiries and replies, reservations and cancellations, complaints and replies)
  • Making a reservation
  • Taking orders in the bar and in the restaurant
  • Dealing with problems and emergencies
  • Money matters
  • Writing a CV and an application letter


Rethinking the Adaptive Leadership model through the Italian Adaptive Leadership Behavior Questionnaire

Since Heifetz designed the adaptive leadership framework in 1994, the academic literature has benefitted from many qualitative research studies focusing on specific adaptive challenges and how the adaptive leadership framework can be practically used to face these. It seems very few have dealt with adaptive leadership through the quantitative lens and have attempted to measure adaptive leadership behaviors or tested Heifetz’s adaptive leadership six-dimensional model. In response, my PhD research aimed to measure the perception of adaptive leadership behaviors across the Italian corporate context and to investigate whether Heifetz’s adaptive leadership model can apply to the Italian culture. Findings and contribution to knowledge can be read in the thesis: Novellini, P. (2023) Rethinking the Adaptive Leadership model through the Italian Adaptive Leadership Behavior Questionnaire, PhD thesis, University of Sunderland.

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English for Work

20063 Cernusco sul Naviglio (Milan - Italy)
Phone No. +39 327 7567601

ritratto paola novellini

VAT ID IT05862700969