Email Etiquette

About This Course

Email isn’t just for offices; it’s one of the most important tools in hospitality for handling reservations, answering guest inquiries, coordinating with suppliers, and maintaining professional relationships. This course helps food and beverage staff master clear, polite, and professional email communication so every message represents your business well.

Whether you’re confirming a booking, responding to a complaint, or promoting your latest menu, your words matter. Good email habits show respect, build trust, and improve guest loyalty.

In this course, you will learn:

• What email etiquette is and why it matters in hospitality

• How to structure clear, polite, and professional emails

• Common mistakes to avoid, from vague subject lines to poor tone

• How to respond quickly and helpfully to customer inquiries

• Best practices for handling complaints calmly and empathetically

• How to use email for promotions without sounding pushy

• Tips for maintaining a professional tone even in challenging situations

Each chapter includes a short quiz, with a final assessment at the end of the course. On successful completion, participants will receive a certificate in “Email Etiquette For F&B Employees.”

Course Curriculum

5 Chapters

Chapter 1 - Introduction to Email Etiquette

Explains what email etiquette is and why it matters in hospitality. Covers key elements like clear subject lines, polite greetings, correct grammar, and avoiding all caps. Highlights how good email habits build credibility and improve guest satisfaction.

Chapter 2 - Writing Professional Emails

Teaches how to structure an email clearly with subject, greeting, body, closing, and signature. Covers common mistakes to avoid such as typos, vague language, or overusing jargon. Includes examples for supplier and customer communication.

Chapter 3 - Managing Customer Emails

Focuses on responding to guest inquiries and complaints. Explains how to reply quickly, use a personalised tone, apologise sincerely, and offer solutions to turn negative experiences into positive ones.

Chapter 4 - Advanced Email Etiquette Tips

Shows how to use email for upselling, promotions, and handling challenging situations with professionalism. Emphasises empathy, clarity, and calm tone even in difficult conversations.