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General Education General Education OfficeOffice

LA2401LA2401English for the English for the Hotel BusinessHotel Business

Course Course IntroductionIntroduction

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ObjectivesObjectivesThe objectives of this course are…

1. Be proficient with specific vocabulary and terminology used in the hotel and catering industry, and other related fields.

2. Be familiar with industry-related English in a range of different situations such as dealing with the difficult customers, hotel facilities, organizational hierarchy, etc. for listening and speaking efficiency.

3. Apply the learned language skills in a variety of spoken and written tasks relevant to the interpersonal and intercultural situations to be found in the hotel and catering business environment.

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Course DescriptionCourse DescriptionThis course facilitates the use of English skills required for the hotel and catering trade.

Components of the course include:• Specific vocabulary• Expressions • Language use

in the contact with customers at the receptions, dining room service, general service in hotel and restaurants, and at food counters, service encounters with suppliers and travel agents, communication among colleagues inside the hotel or between seniors and employees.

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EvaluationEvaluation1. Attendance & Participation 5%

2. Uniform & Discipline 5%

3. Assignment I 5%

4. Assignment II 10%

5. Assignment III 15%

6. Language Center Assignment 10%

7. Mid-Term Examination 20%

8. Final examination 30%

Total 100%

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AttendanceAttendance

Monday 13:00 - 16:30 including Break, Room 2311 / 2306 (42 students – Group 1)

Friday 13:00 - 16:30 including Break, Room 2307 / 2312 (25-30 students – Group 2)

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Rules and Rules and ResponsibilitiesResponsibilities1. Attendance and Participation will be recorded every day. You are allowed

4 absences… 5 or more absences and you will not be allowed to take the final examination.

2. Uniform and Discipline will be recorded every day. The DTC suit uniform is the only acceptable dress code in the classroom. The Kitchen and Sport uniforms are not allowed on days when there is no class. Violation of this rule will give you a zero mark for the uniform.

3. Coming to class 15 minutes or more late will result in a zero mark for participation.

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Rules and Rules and ResponsibilitiesResponsibilities4. Late assignments will no longer be accepted… NO EXCEPTIONS!

5. Mobile phones, Blackberries, iPad’s, etc., etc., etc. are allowed, but they must NOT make a sound.

6. Homework or projects for other classes or schools is not permitted during class.

7. Non-registered students are not allowed in the classroom – don’t bring your friends to class!

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Rules and Rules and ResponsibilitiesResponsibilities8. Mid-Term and Final Examinations are based 50% on lectures in each

class, and 50% of course-book exercises, which will only be available in class. TAKE NOTES!

9. All assignments must be submitted with the following information:• Student ID Number (e.g.,10111565)• Student Name (e.g., Zeph Norrish)• Course Title (e.g., English for Hotel Business)• Assignment Number (e.g., Assignment 1)All assignment work must be submitted in A4 size paper only – Work

submitted on any other size paper will not be accepted. All work must be stapled – unstapled work will not be accepted.

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Rules and Rules and ResponsibilitiesResponsibilities10. Originality – all work must be your own. Any copied or unoriginal work will

result in a zero score for you AND the person you copied from. False information of ANY kind will not be accepted, especially on the LC Usage Forms.

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How to pass this How to pass this course…..course…..1. To pass this course, it is important to be here for every class.

If you are absent five times, you cannot take the final exam.

2. Being late for the start of class, or after the break, will lower your final grade… … NO EXCEPTIONS!

3. Look at details on the PowerPoint presentations because these is the information to study for the mid-term and final exams. TAKE NOTES!!!

4. Assignments and Language Center projects are important because they count toward your final grade. DON’T IGNORE THEM!

5. Ask questions if you do not understand something.

6. Know and practice formal letter writing for grammar and format.

7. Come dressed in the proper uniform and wear it correctly with professionalism!

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Modern languageModern language

Relax in the bamboo spaceship floating daybed!

Take a bottle from the Wine Cellar!

Have a shower!

Koh Kood

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Modern languageModern languageHow would you describe this…?

Or this…?

“no shoes or news policy”

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Lesson StructureLesson StructureGenerally, each lesson will be of a similar structure consisting:

1.Presentation – Introducing the topic and eliciting prior knowledge

2.Course Worksheets – speaking, reading, writing and language study

3.Listening Exercises – including speaking and conversation (often within the language lab 2306/12)

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Course ContentCourse Content What do you expect? – Ten units covered within the course

Types of AccommodationTypes of Accommodation

Hotel FacilitiesHotel Facilities

Staffing and Internal OrganizationStaffing and Internal OrganizationReservations and Check-inReservations and Check-in

Hotel and Restaurant ServicesHotel and Restaurant ServicesMoney MattersMoney Matters

Customer CareCustomer CareOff-site servicesOff-site services

International GuestsInternational Guests

Managing Events/ConferencesManaging Events/Conferences

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Course ContentCourse ContentWhich of the ten units do you link with the pictures below?

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Course ContentCourse ContentWhich of ten units do you link with the pictures below?

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AssignmentsAssignments40% of your achievement on this course results from these:

Assignment I – Individual Project 5%Assignment II – Individual Project 10%Assignment III – Individual Project 15%LC Usage Self Access – Group Project 10%

40%

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AssignmentsAssignmentsAssignment I: 5 pointsProject Type: Individual ProjectDue Date: 1st March, 2013Details: Write a formal email to a real hotel manager in Bangkok and introduce yourself as a future candidate for hire after you graduate. Tell the manager you saw his advertisement for a new Front Desk Clerk, and you must request permission to send your resume in the future. Be sure to include all the necessary email addresses, heading information, as well as correct grammar, spelling, capitalization, and punctuation. You must print out the email, and submit it to your instructor on A4 size paper only.

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AssignmentsAssignmentsAssignment II: 10 pointsProject Type: Individual ProjectDue Date: 29th March, 2013Details: PART 1: You must write a formal letter of welcome to a V.I.P. guest from Japan flying into Bangkok. You must introduce yourself and your position with the hotel you selected in Assignment I, and specify how pleased and ready you are to be their professional liaison during their stay with your hotel.PART 2: Then, you must create an itinerary you expect to have for the guest to show superior customer service. You will have to plan a schedule of events and the arrival/departure times for the imaginary Japanese guest. All the plans and details are up to you to create using any example you can find for the hotel you have chosen.Be sure to include all the necessary heading information and correct formatting, as well as correct grammar, spelling, capitalization, and punctuation. You must print out both the letter and itinerary, and submit them together – STAPLED - to your instructor on A4 size paper only.

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AssignmentsAssignmentsAssignment III: 15 pointsProject Type: Individual ProjectDue Date: w/e 19th April, 2013Details: You must prepare an oral presentation to present in front of the class showcasing a hotel or resort of your choice. You will detail the different facilities and amenities the hotel has to offer to the V.I.P. guest from Assignment II. Your presentation must include a PowerPoint production that is no longer than 5 minutes long, showcasing your chosen hotel specifically. Marking criteria will be made available by your instructor. Professional appearance is a key part of this assignment, so dress appropriately!

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AssignmentsAssignmentsLanguage Center Assignment: 10 pointsProject Type: Group ProjectDue Date: w/e 26th April, 2013Details: In groups of no more than 4 people, you must choose a hotel or resort and produce a sales brochure for it. Use the instructor’s models as examples for formatting the brochure. Pay attention to the marking criteria available from your instructor. Your brochure must be original!You must also submit the LC Usage Forms with a total of 10 hours, OR THE ASSIGNMENT WILL NOT BE GRADED!

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Presentation and Presentation and FormattingFormatting

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email Formattingemail FormattingThe following is an example of formal emails…

1. Sender’s (you) Email

2. Receiver’s Email

3. Subject

4. Date-&-Time Stamp5. Greeting

6. Body

7. Closing

8. Signature

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Letter FormattingLetter FormattingHere is an example of a formal letter…

1. Heading

2. Date

3. Addressee (all contact info)

4. Greeting

5. Introduction

6. Body7. Closing

8. Signature

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Punctuation and Punctuation and CapitalizationCapitalization

,.

!

?

DDTT

CC

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CapitalizationCapitalization Capitalization is one of the most important things about the

English language, and is very important in this class.

Here are the basic rules for capitalization you must remember…

1.The first word in every sentence: My best friend is my dog.

2.The pronoun “I”: He and I never argue.

3.Abbreviations and acronyms from the first letters of words: United States of America = USAUnited Nations = UN

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CapitalizationCapitalization4. Proper Nouns

a. Names of people (and their titles): Mr. David Beckham, Steve Jobs b. Names of geographic areas: Bangkok, the Middle East, Eastern Europec. Names of days, months and special days/periods: Monday, January,

Songkrand. Names of specific groups of people, languages, and religions: Asian,

Muslim e. Names of specific structures, such as buildings, bridges, dams,

monuments, etc.: the Victory Monument, the Eiffel Towerf. Names of specific organizations: Dusit Thani Collegeg. Names of school subjects: English for Hotel Business, Chemistry 101h. Books, movies, plays, etc.: Bangkok Post, Transformers 3

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PunctuationPunctuationCommaUse a comma after “yes” and “no”.Example: Yes, I can help you.

Use a comma to separate parts of geographic places. The final comma is optional.Example: Hollywood, Ireland(,) is not as famous as Hollywood, California.

Use a comma before question tags.Example: You are Thai, aren’t you?

Use a comma to separate parts of an address in a sentence.Example: His address is 10 Downing Street, London, SW1A 2AA, UK

,

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PunctuationPunctuationUse a comma to separate items in a list (enumeration).

Example: Old McDonald had a pig, a dog, a cow and a horse.

The comma before “and” is optional (be consistent)

Example: Old McDonald had a pig, a dog, a cow, and a horse.

Don’t use a comma if two items are a unit (“Fish and Chips”).

Example: Old McDonald had a coffee, a starter, fish and chips and ice-cream.

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PunctuationPunctuationUse a comma between two main clauses which are separated by and or but.

Example: We prepared the rooms, and the flowers will arrive soon.

Use a comma to separated parts of a sequence (step by step).

Example: Welcome the guests, show them to the lobby, have them register(,) and issue their name badges.

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PunctuationPunctuation

Use a full stop (period) at the end of an order.Example: Leave me alone.

Full Stop (Period)Use a full stop (period) at the end of an affirmative sentence.Example: I go shopping every day.

Exclamation MarkUse an exclamation mark at the end of a surprise.Example: Oh my God!. That’s terrible!

Use an exclamation mark at the end of a wish.Example: Happy New Year! Good luck!

Question MarkUse a question mark at the end of a question.Example: What’s your name?

Use a question mark at the end of a request.Example: Could you give me the book please?

.!?

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Practice It!Practice It!Put in commas where necessary:1No the guests are not here yet.2They will arrive today won’t they?3Yes the room is available.4The service charge is included isn’t it?

1 No, the guests are not here yet.2 They will arrive today, won’t they?3 Yes, the room is available.4 The service charge is included, isn’t it?

Put in commas where necessary:1These guests are from Yunnan China.2The tour bus will collect guests from Charoenkrung Road Yaowarat Bangkok.3 The hotel is in Pattaya Chonburi.

1 These guests are from Yunnan, China.2 The tour bus will collect guests from Charoenkrung Road, Yaowarat, Bkk.3 The hotel is in Pattaya, Chonburi.

Put in commas where necessary:1The new concierge can speak English Thai Mandarin and Cantonese.2For breakfast, the guests have ordered orange juice toast and jam coffee eggs and bacon and yogurt.3 We have single rooms double rooms deluxe rooms suites and executive suites.

Put in commas where necessary:1The new concierge can speak English, Thai, Mandarin(,) and Cantonese.2For breakfast, the guests have ordered orange juice, toast and jam, coffee, eggs and bacon, and yogurt.3 We have single rooms, double rooms, deluxe rooms, suites(,) and executive suites.

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Practice It!Practice It!Add necessary changes where necessary:1the traffic is very bad and the guests will be late2have the guests made a reservation for dinner 3they have but they will need a table for eight4the concierge is working today and he will take care of it won’t he

1 The traffic is very bad, and the guests will be late.2 Have the guests made a reservation for dinner? 3 They have, but they will need a table for eight.4 The concierge is working today, and he will take care of it, won’t he?

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SummarySummaryToday you have learned about the following:

• Course Objectives• Course Description• Evaluation• Assignments• Formatting of Emails and Letters• Recap of Punctuation and Capitalization