AIM: Tourism can be defined as a combination of activities, services and industries that delivers a travel experience to customers. Effectively marketing these experiences to potential visitors can be challenging, especially if you are not aware of the strengths and weaknesses of your business or what your competition is doing. This seminar aims to explain strategic planning issues related with particularly hotel industry and generally all tourism entities.

This Seminar will introduce the concept of a marketing plan;

v benefits of using a plan;

v different types of marketing plans;

v difference between tactical and strategic planning;

v how to establish objectives;

v how to conduct a situational analysis;

v how to identify the strengths, weaknesses, opportunities and threats facing your business. positioning, strategic pricing, and price setting.

v how to execute a marketing communication strategy,

v how to set marketing budget.

SEMINAR CONTENT:

SITUATION ANALYSIS

v SWOT analysis

v Competition

v Macroenvironment

MARKETING STRATEGY

v Mission

v Marketing objectives

v Financial objectives

v Target markets

v Marketing mix

FINANCIALS

v Break even analysis

v Sales Forecast

v Contribution Margins

CONTROL

SEMINAR SUBJECT: e-Marketing

VENUE: Eastern Mediterranean University-School of Tourism & Hospitality Management

INSTRUCTOR: Dr. Rüçhan KAYAMAN

DURATION: 12 Hours (3 Weeks)

AIM: This Seminar will introduce the concept of e-marketing and understand that Internet-based marketing strategies require the same planning and
consideration as traditional marketing strategy development different types of marketing plans. This seminar will introduce:

v the concept of electronic commerce and be able to define it accurately,

v the pervasive nature of electronic commerce applications and the potential impacts on emerging business practices,

v the role of the Internet within the broader electronic commerce concept

v how to use the Internet in a practical and effective manner.

SEMINAR CONTENT:

v Electronic Commerce Overview

v Emerging Business Models on the Internet

v International Marketing and the Internet

v Managing Relationships on the Internet

v Market Research on the Internet

v Advertising and Promotion on the Internet

v Integrated Internet Marketing strategies

SEMINAR SUBJECT: Hotel Organization and Manual preparation

VENUE: Eastern Mediterranean University-School of Tourism & Hospitality Management

INSTRUCTOR: Dr. Rüçhan KAYAMAN

DURATION: 12 Hours (3 Weeks)

AIM: setout the policies and procedures relating to the operation of the hotels. Hotel procedure manual has been written as a training tool and reference guide for the hoteliers. Hotel procedures and related characteristics unique to the hotel industry are covered in this manual.

SEMINAR CONTENT:

This Seminar will introduce the design of hotel operating manual:

v Hotel departments and functions

v Organizational Design of the hotel departments

v Understanding the hotel organization: size, number of employees, customer profile

v Preparation of procedures for the departments

v Preparation of the documents for the departments

v General management procedures

v Front office procedures

v Food and beverage procedures

v housekeeping procedures

v recreation procedures

v accounting procedures

v maintenance procedures

v personnel and training procedures

SEMINAR SUBJECT: Handling Customer Complaints

VENUE: Eastern Mediterranean University-School of Tourism & Hospitality Management

INSTRUCTOR: Assoc. Prof. Dr. Osman M. KARATEPE

DURATION: 12 Hours (3 Weeks)

AIM:

In today’s strict competitive environment, hotel executives try to create and retain a pool of profitable loyal guests for success and survival. Mistakes, failures, and complaints, however, are frequent occurrences in the hotel industry. Unless these complaints are resolved effectively, service failures may result in detrimental outcomes such as guest dissatisfaction, negative word-of-mouth, and permanent loss of guests. If resolved effectively, hotel organizations are likely to regain guest confidence and enhance their satisfaction and increase guest loyalty. In recognition of this, this seminar aims to explain and discuss various organizational responses to guest complaints and the provision of ‘just’ resolutions in the complaint handling process using success stories in the hotel industry and several scenarios based on front office, housekeeping, and restaurant service operations.

SEMINAR CONTENT:

First Week

Types of Guest Complaints

Why Do Guests Complain?

Why Don’t Guests Complain?

Consequences of Guest Complaints: Dissatisfaction? Negative Word-of-Mouth?, Loss of Guests?

Second Week

Encouraging Guests to Complain

Organizational Responses to Guest Complaints

The Art of Service Recovery

Critcal Importance of Frontline Employees’ Role in Service Recovery

Third Week

Success Stories

Scenarios

SEMINAR SUBJECT: Core Leadership Skills: Teamwork and Motivation for Tourism and Hospitality Sector

VENUE: School of Tourism and Hospitality Management, EMU

INSTRUCTOR: Assoc.Prof.Dr. Huseyin ARASLI

DURATION: 12 Hours (3 Weeks)

AIM: This is a powerful, dynamic and practical learning experience. At this seminar, you will learn to:

Understand the role of a service leadership in the tourism and hospitality
Learn why people will follow a “Good Leader”
Master the art of teamwork
Recognize what motivates your people

SEMINAR CONTENT:

v Service Industry

v Management vs. Leadership

v Quality(trait) , style ,x-y, contingency theories

v Power Bases of Leader Power

v Are you a transactional or a transformational leader?

v Charismatic Leader

v Servant Leadership

v Emotional Intelligence

v Ego Value Leadership and Business Excellence

v Team Development and Productivity

v Leadership Commitment to Team Development

v How to develop more effective teams

v Globalization and Work Environment Challenge

v Setting Team Development

v Facilitating Better Productivity

v Continuous Learning and Business Excellence

v Can managers and leaders motivate?

v How can a leader “set the stage”?

v Understanding needs

v Tactics for being successful with your team

SEMINAR SUBJECT: Food and Beverage Cost Control for Hospitality Industry

VENUE: School of Tourism and Hospitality Management, EMU

INSTRUCTOR: Dr. M. Güven ARDAHAN

DURATION: 12 hrs (3 weeks)

AIM: This seminar aims to provide the principles and procedures involved in an effective food and beverage control system, including standards determination, the operating budget, cost-volume-profit analysis and cost control, menu pricing, theft prevention, and food and beverage cost report applications.

SEMINAR CONTENT:

v THE CONTROL FUNCTION

v Control Process

v PLANNING FOR CONTROL

v Determining Food and Beverage Standards

v Budgeting and CVP Analysis

v Menu Engineering

v EFFECTIVE CONTROL SYSTEMS

v Cost Control Cycle

o Purchasing Control

o Receiving, Storing and Issuing Control

o Production, Service and Income Control

v Food and Beverage Cost Control Reports

SEMINAR SUBJECT : Hotel Operations

VENUE: School of Tourism and Hospitality Management, EMU

INSTRUCTOR: Dr. M. Güven ARDAHAN

DURATION: 12 hrs (3 weeks)

AIM: This seminar aims to provide a basic understanding of the lodging industry by tracing the industry’s growth and development, by reviewing the organization of hotel operations, and by focusing on industry opportunities and future trends.

Learning Outcomes: On completion of this seminar, participants will be able to:

· understand hotel types and classifications

· explain the processes of site selection and planning of hotels

· understand divisions and departments at lodging operations

SEMINAR SUBJECT: FIDELIO-Front Office Reservations Program for Hotel Employees

VENUE: Eastern Mediterranean University – The School of Tourism and Hospitality Management

INSTRUCTOR: İsmet MENEVİŞ

DURATION: 12 Hours (3 weeks)

AIM: FIDELIO Front Office Reservations program is designed to create professional who are able to deal with hotel customers in a fast-paced working environment for hospitality industry. In addition, the program helps the users to communicate effectively in hospitality industry. This seminar aims to help the participants to introduce and use FIDELIO Front Office Reservation program Suite 7.

The seminar will introduce the concept of interpersonal communication in light of the following:

· Guest/Agency/Company Profiles

· Guest/Agency/Company Reservations

· Reservation Options

· Front office and house issues

· Cashiering

· Billing options

· Rooms and Rate Management

· Night Audit Functions

SEMINAR CONTENT:

MModule 1

v Introduction to Suite 7

v Guest Profile

v Individual Reservations

Module 6

v House Status

v House Accounts

v Cashiering

v Cashier Functions

Module 2

v Reservation Screen

v Agent/Company Reservations

v Agent & Company Profiles

Module 7

v Posting & Corrections

v Billing Menu

v Cashier Closure

v Rooms Management

Module 3

v Quick Keys

v Reservation Options

v Routing Instructions

v Traces

v Share Reservations

Module 8

v Cashier Closure

v Rooms Management

Module 4

v Cancellation

v Messages

v Waiting List

v Group Reservations

Module 9

v Night Audit

Module 5

v Rate Management

v Front Desk Menu

v Arrivals

v In House Guests

Module 10

Questions and Answers

SEMINAR SUBJECT: Interpersonal Communication for Hotel Employees

VENUE: Eastern Mediterranean University – The School of Tourism and Hospitality Management

INSTRUCTOR: İsmet MENEVİŞ

DURATION: 12 Hours (3 weeks)

AIM: Interpersonal Communication is designed to increase the understanding and implementation of effective interpersonal communication behaviors and skills. This seminar explains the importance of the development of interpersonal skills in team building and customer care in the service industries. It demonstrates how organizations respond to a variety of customer needs. The seminar is designed with a dual approach consisting of both theory and application which allows the participants opportunities to critically evaluate the intricacies of interpersonal relationships and the communication issues surrounding human interaction in various contexts with special emphasis on situations specific to the field of hospitality.

The seminar will introduce the concept of interpersonal communication in light of the following:

· Importance of interpersonal communication

· The meaning of communication

· The communication process

· Aspects and importance of verbal, written and non-verbal communication

· Pro(s) and con(s) of face-to-face communication

· How to improve our understanding of others

· Listening effectively and becoming effective listeners

· Customer types and dealing with customers

SEMINAR CONTENT:

NATURE OF COMMUNICATION

v The communication process

v Components of the communication process

VERBAL AND WRITTEN COMMUNICATION

v The importance of words

v The difference between verbal and written communication

NON-VERBAL COMMUNICATION

v Importance of non-verbal communication

v Aspects of non-verbal communication

COMPARISON OF COMMUNICATION TYPES

v Advantages and disadvantages of face-to-face communication

v Samples from other types of communication types

WAYS TO IMPROVE UNDERSTANDING OF OTHERS

v Certain steps to follow in order to improve understanding of others

v Samples from one situation to another

LISTENING

v Characteristics of effective and ineffective listeners

v Test on what kind of listeners we are

v Different listening styles

v Steps of how to become an effective listener

CUSTOMERS

v Different customer types

v Ways of treating different customer types

ILLUSTARITONS FROM THE HOSPITALITY INDUSTRY

SEMINAR SUBJECT: Environmental Awareness & Tourism Planning

VENUE: Eastern Mediterranean University, School of Tourism & Hospitality Management.

INSTRUCTOR: Ass.Prof.Dr. Habib Alipour

DURATION: 12 Hours (3 weeks)

AIM: This seminar is going to deal with the key elements of the relationship between tourism and the environment, with particular reference to the environmental impacts of tourism. In the same context, the fundamental framework of designing a tourism master plan can be designed and prepared to overcome the haphazard development of tourism resources. In the meantime to develop a process of planning and environmental measures/policies/strategies to achieve the goals of ‘sustainable’ development which is on everybody’s agenda in relation to development? Nowadays, there are numerous ways to overcome the problems associated with tourism development, and to establish a practical guideline for the future of this industry.

This seminar will proceed as follows:

¨ Tourism and its dynamism;

¨ Environmental planning and tourism;

¨ Why do we need a tourism ‘master plan’?

¨ Environmental impact assessment;

¨ Tourism and the environment;

¨ Environmental policies and environmental education;

¨ Sustainable development

¨ Sustainability and the environmental awareness;

¨ Strategic environmental assessment; and

¨ Community involvement and environmental ethics.

SEMINAR CONTENT:

‘Environment’ on the world’s agenda

v Environmental impact assessment as a law;

v Environmental issues and sustainability;

v How to achieve the goals of sustainability via environmental protection;

v Environmental auditing as a management policy;

TOURISM AND ENVIRONMENT:

The symbiotic relationship between tourism and environment

v The role of tourism sector managers in the environmental protection and upgrading;

v How to achieve ‘green tourism’?

v Who should involve in environmental activities?

v What types of environmental policies can be designed and for what purpose?

ENVIRONEMTNAL INSTITUTIONS

Environment in the forefront of the development

v Environmental education

v Environmental awareness

v Environmental policies

v Environmental vision

SEMINAR SUBJECT : Event Tourism and Conference Management

VENUE: Eastern Mediterranean University, School of Tourism & Hospitality Management.

INSTRUCTOR : Specialist Nazmi BULDANLIOĞLU

DURATION : 12 Hours ( 3 weeks )

AIM : Event tourism is one of the important issues of the tourism industry. This Seminar aims to explain the Event Management issues related with all kinds of structure, organization , trends & signifance of events in travel business. This Seminar will also introduce the concept of how to evaluate the management of an international meetings , seminars, conferences, trade fairs etc.

SEMINAR CONTENT :

v Selecting the Event ( Setting Objectives)

v Planning the Event ( Identify relevant targets and team work )

v Budgeting the Event ( Income /Expences / External factors)

v Running the Event ( Operational stage & performance )

v Managing the Event ( Host Organization ,security, registration, technical, Equipments, accommodation, food & beverage services, social activities etc. )

SEMINAR SUBJECT: Performance Measurement in Hotels

VENUE: Eastern Mediterranean University-School of Tourism & Hospitality Management

INSTRUCTOR: Asst. Prof. Dr. Mine Haktanir

DURATION: 12 Hours (3 Weeks)

AIM: Hotels consist of three key activities; including production in food and beverage, service retailing in bar operations and pure service delivery in the rooms. Management accounting for hotels particularly deals with designing systems that reflect this complex nature of the hotels. This seminar aims to study performance measurement of hotels from the management’s point of view. It covers the measurement of business from two key perspectives, i.e. financially and operationally. The followings will be the focus of the course:

v Accounting and information system of hotels;

v Financial measures of performance for senior management;

v Operational measures of performance;

v Performance measurement in owner managed and remotely owned businesses

SEMINAR CONTENT:

ACCOUNTING AND INFORMATION SYSTEMS IN HOTELS

Accounting information systems in hotels

Departmental financial statements

FINANCIAL PERFORMANCE MEASURES

Ratio analysis

Statement analysis

Budget and actual comparisons

OPERATIONAL PERFORMANCE MEASURES

Guest satisfaction measures

Employee satisfaction measures

Operational measures at different departments

PERFORMANCE MEASUREMENT FOR OWNERS

Key concerns of owner managers

Key concerns of remote owners

SEMINAR SUBJECT: Hygiene Management for Food Handlers

VENUE: Eastern Mediterranean University-School of Tourism & Hospitality Management

INSTRUCTOR: Asst. Prof. Dr. Hasan KILIC

DURATION: 12 Hours ( 3 weeks )

AIM:

Everyone who is employed in the food industry today requires approved training in basic food hygiene in order to comply with the food safety rules and regulations. This seminar is suitable for the managers and staff who handle the food and specifically work in the Hotel, Restaurant, Hospital kitchen etc. Overall, on completion of the seminar, the participants will have a broad knowledge of personal, food and kitchen hygiene and capable of implementing the food Hazard Control System. More specifically they will:

v Know the standards of personal hygiene required of food handlers

v Know the causes of food poisoning

v Know how to prevent food poisoning

v Know to dispose of waste food safely, without contributing to cross-contamination

v Know how to use refrigerators and freezers to avoid cross-contamination and store food safely

v Know and be able to operate the safe stock rotation of food stuffs

v Know the common pests found in food premises and how to control them

v Know and be able to operate the safe and hygienic cleaning procedures

SEMINAR CONTENT

v Introduction.

§ Terminology

§ What is Food Hygiene

§ What is Personal Hygiene

v Bacteria – What are they

§ What is food Poisoning?

§ Preventing food Poisoning

§ Food contamination

§ Storage of Food

v Thawing Food

v Designing of food premises

§ Equipment used in food premises

§ Storage and Disposal of waste

v Cleaning Food Premises

§ Pest Control.

v Food Hazard Control Systems

v Food Safety Policy Statements.

v Food Hazard Monitoring

v Hygiene Management

SEMINAR SUBJECT: Team Building Training

VENUE : Eastern Mediterranean University-School of Tourism & Hospitality Management

INSTRUCTOR: Ass.Prof.Dr. Hasan KILIC

DURATION: 12 Hours ( 3 weeks )

AIM:

Teams are organic- grow and change-but people can study how teams work and this affords them greater capability in helping a team to work effectively. Although team building can be achieved by a variety of methods and approaches, this training program is particularly designed for those who need to build, develop and motivate teams and create an atmosphere of understanding and co-operation through team building exercises/ games ( mix it up games, stir it up games, open up games, team up games etc.) .

Having completed this training course participants will have:

An understanding of team leadership
A ability to apply the styles and methods to make team work effective
An ability to develop a capacity to work effectively together with other members
An ability to identify and appreciate the use of different styles and methods of leadership

SEMINAR CONTENT

v Role of the leader

v Building high performance teams

v Personality styles

v Self appraisal

v Setting team objectives

v Effective Communication within teams

v Team Building Exercises

v Successful team decision making

v Providing vision and creating enthusiasm

vDelegating

TRAVEL INDUSTRY SEMINAR PROGRAMS

SEMINAR SUBJECT : Tour Planning for Travel Agents

VENUE: Eastern Mediterranean University, School of Tourism & Hospitality Management.

INSTRUCTOR : Specialist Nazmi BULDANLIOĞLU

DURATION : 12 Hours ( 3 Weeks )

AIM : Tourism is a creative mixture of different type of packages which is promoted by the Travel Agents. The most important part in the packages is Tour Planning. This Seminar aims to explain how to set up a package tour, itinerary, pricing the various programs , tour cost and Tour Price.

SEMINAR CONTENT :

v Planning the Tour Itinerary

v Determining the services and Tour Costs

v Budgeting the Tour

v Determining the Tour Price

SEMINAR SUBJECT: Global Distribution Systems- AMADEUS

VENUE: Eastern Mediterranean University – The School of Tourism and Hospitality Management

INSTRUCTOR: Orhan ULUDAĞ

DURATION: 12 Hours (3 weeks)

AIM: This seminar aims to introduce Amadeus System, widely utilized by aviation industry and travel agencies and which provides the information of reservation, ticketing and air fares, accommodation, car rental and general data for countries, cities and air ports, expediting air transportation and surface transportation. It will also provide them the knowledge to apprehend the operation of travel agencies.

The seminar will introduce the concept of GDS in light of the following:

· Importance of Global Distribution Systems

· How GDS functions

· City an Airport codes

· International Aviation Codes

· Global Indicators

· International Routes

· Airline and Aircraft knowledge

· PNR Creation

· Fare Displays and Quotes

SEMINAR CONTENT:

v Encoding, Decoding

v Timetables, Timatic and Availability

v Selling Flight Segments

v Booking Files

v Booking Files and Supplementary Data

v SSR and OSI Entries

v Editing the Itinerary

v Modifying Booking File

v Fare Display, Fare Planner, Fare Quote

v Seat Assignment

v Client Files and Queues

SEMINAR SUBJECT: IATA Fares and Ticketing

VENUE: Eastern Mediterranean University – The School of Tourism and Hospitality Management

INSTRUCTOR: Orhan ULUDAĞ

DURATION: 12 Hours (3 weeks)

AIM: This seminar aims to introduce IATA Fares and Ticketing, widely used by airline industry and travel agencies. The seminar will mainly focus on ticketing and air fares; however, it will also cover general information on countries, cities and airports. The seminar will heavily concentrate on international ticketing rules, basic and advanced mileage concepts, global indicators, airline routes, one-way and return journeys, open-jaw and circle trips, advanced fare construction, and minimum fare checks.

The seminar will introduce the concept of IATA Fare and Ticketing in light of the following:

v City an Airport codes

v International Aviation Codes

v Global Indicators

v International Routes

v Fare Rules

v Fare Break Points

v Fare Calculation

v Linear Fare Construction

SEMINAR CONTENT:

v General fare information

v Fare break point

v Fare NUC’s

v Conditions and rules of the fare

v MPM, TPM, EMA, EMS, CF and HIP calculations

v One-way, return and circle trip fares

v BHC and CTM checks

v CPM and COM checks

v Lowest combination principle

v RWM check

v International sales indicators

v Linear fare construction

v Taxes

SEMINAR SUBJECT: Computer Reservation Systems- GALILEO

VENUE: Eastern Mediterranean University – The School of Tourism and Hospitality Management

INSTRUCTOR: Orhan ULUDAĞ

DURATION: 12 Hours (3 weeks)

AIM: This seminar aims to introduce Galileo System, widely utilized by aviation industry and travel agencies and which provides the information of reservation, ticketing and air fares, accommodation, car rental and general data for countries, cities and air ports, expediting air transportation and surface transportation. Participators will also develop knowledge of operation of travel agencies.

The seminar will introduce the concept of CRS or GDS in light of the following:

· Importance of Computer Reservation Systems

· How CRS functions

· City an Airport codes

· International Aviation Codes

· Global Indicators

· International Routes

· Airline and Aircraft knowledge

· PNR Creation

· Fare Displays

SEMINAR CONTENT:

v Encoding, Decoding

v Timetables and Availability

v Selling Flight Segments

v Booking Files

v Booking Files and Supplementary

v Supplementary Data

v Editing the Itinerary and Modifying Booking File

v Fare Displays

SEMINAR SUBJECT: Interpersonal Communication for Airline Employees

VENUE: Eastern Mediterranean University – The School of Tourism and Hospitality Management

INSTRUCTOR: İsmet MENEVİŞ

DURATION: 12 Hours (3 weeks)

The seminar will introduce the concept of interpersonal communication in light of the following:

v Importance of interpersonal communication

v The meaning of communication

v The communication process

v Aspects and importance of verbal, written and non-verbal communication

v Pro(s) and con(s) of face-to-face communication

v How to improve our understanding of others

v Listening effectively and becoming effective listeners

v Customer types and dealing with customers

SEMINAR CONTENT:

NATURE OF COMMUNICATION

v The communication process

v Components of the communication process

VERBAL AND WRITTEN COMMUNICATION

v The importance of words

v The difference between verbal and written communication

NON-VERBAL COMMUNICATION

v Importance of non-verbal communication

v Aspects of non-verbal communication

COMPARISON OF COMMUNICATION TYPES

v Advantages and disadvantages of face-to-face communication

v Samples from other types of communication types

WAYS TO IMPROVE UNDERSTANDING OF OTHERS

v Certain steps to follow in order to improve understanding of others

v Samples from one situation to another

LISTENING

v Characteristics of effective and ineffective listeners

v Test on what kind of listeners we are

v Different listening styles

v Steps of how to become an effective listener

CUSTOMERS

v Different customer types

v Ways of treating different customer types

ILLUSTARITONS FROM THE AIRLINE INDUSTRY

SEMINAR SUBJECT: Interpersonal Communication for Travel Agency Employees

VENUE: Eastern Mediterranean University – The School of Tourism and Hospitality Management

INSTRUCTOR: İsmet MENEVİŞ

DURATION: 12 Hours (3 weeks)

The seminar will introduce the concept of interpersonal communication in light of the following:

v Importance of interpersonal communication

v The meaning of communication

v The communication process

v Aspects and importance of verbal, written and non-verbal communication

v Pro(s) and con(s) of face-to-face communication

v Communicating on Telephone

v How to improve our understanding of others

v Listening effectively and becoming effective listeners

v Customer types and dealing with customers

SEMINAR CONTENT:

NATURE OF COMMUNICATION

v The communication process

v Components of the communication process

VERBAL AND WRITTEN COMMUNICATION

v The importance of words

v The difference between verbal and written communication

NON-VERBAL COMMUNICATION

v Importance of non-verbal communication

v Aspects of non-verbal communication

COMPARISON OF COMMUNICATION TYPES

v Advantages and disadvantages of face-to-face communication

v Samples from other types of communication types

WAYS TO IMPROVE UNDERSTANDING OF OTHERS

v Certain steps to follow in order to improve understanding of others

v Samples from one situation to another

LISTENING

v Characteristics of effective and ineffective listeners

v Test on what kind of listeners we are

v Different listening styles

v Steps of how to become an effective listener

CUSTOMERS

v Different customer types

v Ways of treating different customer types

ILLUSTARITONS FROM THE TRAVEL INDUSTRY

SEMINAR SUBJECT: Tourism English for Hotel and Travel Industry

VENUE: Eastern Mediterranean University-School of Tourism & Hospitality Management

INSTRUCTOR: Raziye Nevzat

DURATION: 15 Hours (4 Weeks)

AIM: This course is intended for people who work in the tourism, hotel and travel industries who are at an intermediate level of English. The aim of this course is to equip students with general and specific English terminology and expressions which will help them communicate efficiently in their field. The main emphasis is placed on the strategies necessary for effective professional communication. Thus the course provides guidance and a context for developing reading and writing skills, as well as offering students specially designed speaking classes once a week. In addition students can work on their own, addressing their specific language needs, in the multi-media laboratory.

Course Schedule:

Week 1:

Customer complaints, dealing with complaints
Replying to complaint letters

Week 2:

Restaurant Services
Answering the phone

Week 3

Check in –check out
Travel types, vocabulary

Week 4

Application letter
CV writing

Students will follow supplementary materials provided by the teacher.