B1 Lesson Plan

Essential English Phrases for Hospitality Staff

Created by ALULA | April 15, 2024

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- Vocabulary, Business -

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Working in the hospitality and tourism industry requires not just a welcoming smile but also the ability to communicate with guests and clients from all over the world effectively. This lesson plan is meticulously designed for ESL learners at an intermediate level who aim to excel in this dynamic sector. By integrating real-world interactions and focusing on sector-specific vocabulary and customer service, students will undergo a practical learning experience that bridges the gap between classroom learning and workplace demands.


This ESL lesson plan targets intermediate B1 level students, focusing on enhancing their English skills for better performance in the hospitality and tourism sectors. Through a series of engaging activities, learners will explore essential vocabulary and phrases, practice customer service interactions, and gain confidence in using English in their professional lives.

Lesson Focus

Students will learn and practice key vocabulary and expressions relevant to the hospitality and tourism industry, with a special emphasis on customer service. By the end of the lesson, learners will be able to confidently handle common scenarios faced in their work environment, from greeting guests to dealing with inquiries and providing information about services and facilities.

Lesson Content

Activity 1: Hospitality Vocabulary Brainstorm

Approximate Time Needed: 15 minutes

Objective: To familiarize students with essential hospitality and tourism vocabulary.

Materials: Whiteboard, markers, and online English dictionary links. Teachers can source vocabulary lists from reputable ESL teaching websites or create their own based on commonly used terms in the hospitality sector.


  1. Divide the class into small groups.
  2. Ask each group to brainstorm and list as many words and phrases related to hospitality and tourism as they can within 5 minutes.
  3. Invite groups to share their lists. Write the terms on the whiteboard, grouping similar words or phrases together.
  4. Discuss the meaning and usage of each term, providing examples of how they can be used in a hospitality setting.

Activity 2: Role-Playing Customer Service Scenarios

Approximate Time Needed: 30 minutes

Objective: To practice using sector-specific vocabulary in customer service interactions.

Materials: Scenario cards (which can be created based on common customer service situations in the hospitality industry), a timer.


  1. Pair up students and distribute scenario cards to each pair.
  2. One student plays the role of the hotel staff, and the other plays a guest or client.
  3. Give them time to prepare, including using the vocabulary listed earlier.
  4. Have pairs perform their role-plays in front of the class, with each role-play followed by constructive feedback from peers and the teacher.
  5. Rotate roles and scenarios, ensuring each student gets the opportunity to practice both roles.

Activity 3: Creating a Welcome Brochure

Approximate Time Needed: 45 minutes

Objective: To apply learned vocabulary and expressions in creating informational content for guests.

Materials: Paper, markers, computers with internet access (optional for researching local attractions or hotel amenities).


  1. Divide students into groups and assign or allow them to choose a specific tourist destination or hospitality service to focus on.
  2. Each group creates a welcome brochure that includes essential information, local attractions, and services in English, using the vocabulary and expressions learned.
  3. Encourage creativity in design and presentation.
  4. Have each group present their brochure to the class, explaining the choices they made in design and content.

Wrap Up

This lesson plan equips ESL learners with the necessary tools to navigate the world of hospitality and tourism confidently. By mastering sector-specific vocabulary and practicing customer service scenarios, students are better prepared to meet the demands of this fast-paced industry. Reflecting on the activities, learners have not only enhanced their language skills but also their cultural competence and customer engagement techniques.

Incorporating technology such as ALULA, an AI-powered English learning app, can further support and extend the learning experience beyond the classroom. ALULA offers conversation exercises tailored to various topics, including hospitality and tourism, allowing students to practice speaking with an AI English tutor. Additionally, its comprehensive grammar lessons can reinforce students' understanding, making it an invaluable tool for both in-class activities and self-study. Integrating ALULA into the learning process ensures continuous engagement and proficiency improvement, paving the way for successful careers in hospitality and tourism.

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