Dates:

  • 5 x Tuesdays
  • Beginning 20th October 2026
  • 2-hour sessions, 2pm to 4pm
  • Online

Course Overview:

Since what is considered ‘great customer service’ is different from one culture to another, having a good level of English as an international team member working in Food and Beverage (F&B) is only one step towards contributing to a great guest experience.

This course equips international F&B staff in Irish hotels with the cultural knowledge to ensure their guest interactions contribute to a positive guest experience.

A lack of confidence in communicating in English and in a new cultural context can lead to opportunities for upselling and delivering exceptional guest experiences in F&B settings being left on the table. This course also focuses on building the F&B team members confidence in using English in tasks specific to their role including upselling and dealing with complaints.

This course will equip customer-facing F&B team members with the communication skills and cultural knowledge to help improve their customer service delivery, confidence, and engagement – all essential for high-performing and proactive F&B team members.

 

This course is aimed at:

This course is aimed at international F&B team members who are currently working in customer- facing food and beverage roles in hotels in Ireland.

 

Please note: Trainees must already have a working knowledge of English.

To help determine if the proposed trainee has a suitable level of English for this course, a ‘working knowledge’ here can be defined by:

  • Can understand and communicate quite well (i.e. not requiring support such as a digital translation tool) on topics such as personal information, work tasks and information, interacting with guests, colleagues, and managers
  • Can understand the main points of communication on familiar matters regularly encountered in work
  • Can describe the main meaning regarding problems that arise in their work
  • Can briefly give reasons and explanations for opinions and plans

Team members who cannot do all of the above are not suitable for this course.

 

After this course staff will:

  • understand the indirect communication style associated with Ireland and be better able to communicate with and understand someone in this style incl. for situations such as complaints, customer requests, and communication with colleagues
  • better understand the role of small talk and humour in the hospitality context in Ireland, allowing them to add positively to guest experience
  • better understand important elements of Irish hospitality and ‘the Irish welcome’
  • be more confident in the language and cultural nuances helpful for their role, allowing them to act on opportunities to upsell and/or improve guest experience
  • be more confident in the language for their role, allowing staff to be more proactive, leading to a higher standard of customer service
  • be more confident to handle complaints and requests from guests
  • develop a mindset towards their communication skills in English that enables increased confidence, and professional growth

Give your international F&B staff the cultural knowledge and language skills to help make your guest experiences memorable!

Format and delivery:

This is 10-hour course delivered over 5 x 2-hour online sessions with an experienced trainer. Trainees will have the opportunity to practice the communication techniques covered during the sessions.

 

Trainers:

AllTalk Training are specialists in developing communication, collaboration, and leaderships skills in multicultural teams.

 

Fee:

€95 pp

Max 10 persons.

 

Booking:

Please ensure that any trainees you wish to book on this course have a working knowledge of English. To help determine if a trainee has this level in English, please refer to the guidelines above (in the section ‘This course is aimed at’).

If you are not sure if a team member has a suitable level of English to take part in this course, please contact AllTalk Training at info@alltalktraining.com or on 089 426 0622

 

Book below. For more info, email Dervla O’Neill at oneilld@ihf.ie  or call 086 083 6626