IPLUSO 3143

English Language III

• ApresentaçãoPresentation

  The English Language I curricular unit aims to develop communicative competence in English applied to professional contexts, with particular focus on the hospitality, restaurant, and tourism sectors. Based on the principle that communication is the core of foreign-language learning, the unit integrates the four skills - listening, reading, speaking, and writing - around topics from the business world and the hospitality sector.  The content prioritises practical application to everyday professional situations, enabling students to communicate clearly and confidently when serving customers and guests in international environments.
• ProgramaProgramme

  Syllabus description:  1. Business communication (foundations)  Organisational structure, positions and responsibilities  Written communication: email, message, letter  Oral communication: telephone, customer service and argumentation  2. Sales and customer relationships  Introduction to sales (Sales 101)  Customer loyalty and the 3 R's (Retention, Related Sales, Referrals)  The sales growth framework and customer experience (CX)  3. Hospitality and departments  The hospitality industry and the structure of a hotel  Front office: reservations, check-in/out and guest communication  Food & Beverage and restaurant service  4. Experience and marketing in hospitality  Customer experience, satisfaction and online reviews  Hotel marketing, tourism and destination promotion  Complaint handling and problem-solving  5. Consolidation and project  Review of grammar and sector vocabulary  Assessment preparation and delivery  Final project: designing a hotel/restaurant 
• ObjectivosObjectives

  Students will be able to:  Communicate effectively in English in professional, commercial, and hospitality contexts  Apply specific vocabulary of business, hospitality, restaurants, and tourism  Understand and produce professional emails, messages, and texts  Interact with customers and guests: reservations, check-in/out, requests and complaints  Describe services, facilities, dishes, and menus in English  Discuss sector topics and analyse real company case studies  Present ideas and projects orally with fluency and accuracy 
• BibliografiaBibliography

  Bibliografia principal / Main bibliography (APA):  Emmerson, P. Business Vocabulary Builder - The words and phrases you need to succeed. Macmillan. ISBN 9780230716841  Ibbotson, M., & Stephens, B. Business Start-up. Student's Book. Cambridge Professional English. ISBN 0521534658  Mascull, B. Business Vocabulary in Use. Cambridge University Press. ISBN 0521606217   
• MetodologiaMethodology

  A model of practical in-class activity, with exercises, debates, group work, role-play simulations, and projects. Students review grammar and vocabulary content, applying it in real and simulated hospitality-sector situations. Individual and group work allows the four skill areas to be practised. 
• LínguaLanguage

  Português
• TipoType

  Semestral
• ECTS

  5
• NaturezaNature

  Mandatory
• EstágioInternship

  Não