About The Author:

This training manual was conceived from the big need for improved English language communication in the hospitality industry in China. Prior to the 2008 Olympic Games China also recognized this need and implemented a Hospitality Improvement Program throughout the hosting cities. This program included the improvement of service quality standards throughout the hospitality industry and of course improvement of English language communication. This remains to be a challenge for the hotels as they provide the accommodations for foreigners to visit, live and work in China. It is the starting place for communication with foreign guests and the needs continues to grow as China’s tourism industry is on the rise as more and more foreigners become fascinated with this country and its people.

Daniel A. Janssen has lived and worked in China for over twelve years. Starting in 2003 working in a 5-Star hotel he was very surprised that the average worker could not understand basic English requests from the guests. He learned this was not unique to the hotel he worked for but common throughout the country which led to getting a group of hotel professionals together and start building this training manual to address this problem. Ten years later there are still significant language communication problems which this training manual is part of the solution. This manual not only provides and organized list of the most common and active language used throughout all departments of a hotel but focuses on providing a resource the can better equip a hotel to train all departments with the English language. The manual is designed to equip the language teacher of the hotel whether they are foreign or Chinese. It provides not only all the language necessary for excellent communication but also full guidance to help a teacher set up lesson plans and create programs that can be effective for learning.

Thank you for your interest to improve your hotels English language communication and hope your service quality improves because of this so your hotel can be known around the world.

Author: Daniel A. Janssen
Contributing authors: Zoe Zong, Elena Ai, Richard Lapointe
Copyright 2015 All Rights Reserved Bili International
5-Star Hotel English Training Manual ISBN #TBA
Qingdao, Shandong, China