60 horas
- Conocer los diferentes productos y servicios de la industria turística, así como los proveedores de los mismos, identificando los documentos propios del sector turístico y aprendiendo cómo desenvolverse en variadas situaciones que tienen que ver con el sector, tales como el trato con el cliente, redacción de cartas, gestión de quejas, etc.
- Learning Unit 1. Tourism and travel services management
- Tourism service presentation: products or services features, measures, quantities, ancillary services, payment terms and after sales service, among others
- Hospitality and tourism management
- Tickets, vouchers and other related documents
- Negotiating with tourism and hospitality providers
- Booking hotel rooms and facilities
- Management and marketing hotel related documents
- Learning Unit 2. Providing tourist information in English
- Request for exchange of information among tourist information centres
- Information about providers, prices and rates, and service provision to clients
- Providing general information to the customer on destinations, routes, weather conditions, surroundings and leisure activities
- Listing of natural resources, sports / leisure activities and itineraries: location, distance, dates, means of transport and timetables
- Environmental legislation concerning tourism activities
- Customer awareness in the conservation of environmental resources
- Gathering customer feedback regarding accommodation
- Learning Unit 3. Customer service in the tourism industry
- Specific terminology in tourism and hospitality
- Common structures and phrases in customer care: greetings, introductions and social etiquette
- Different styles, formal and informal, in oral and written tourist communication
- Dealing with customers’ complaints: common situations
- Customer service and solving complaints in a natural and fluid way
- Communication and attention to people in case of an accident