COURSE OUTLINE
Second Semester, Academic Year 2012
SUBJECT
:
IHM.316/ILA2401 ENGLISH FOR HOTEL BUSINESS
CREDIT
:
3 (2-2-5)
INSTRUCTOR
:
Arj. Zeph Norrish
PRE-REQUISITE :
E-mail: zeph@dtc.ac.th
ILA.231 BUSINESS ENGLISH
COURSE DESCRIPTION:
This course facilitates the use of English skills required for the hotel and
catering trade. Components of the course include specific vocabulary, expressions and
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.
COURSE OBJECTIVES:
Upon completion of this course, students are expected to:
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.
EVALUATION:
Students will be evaluated by:
1. Attendance, Participation, Uniform, & Discipline
2. Assignment I
3. Assignment II
4. Assignment III
5. Language Center Assignment
6. Mid-Term Examination
7. Final Examination
Total
10 points
5 points
10 points
15 points
10 points
20 points
30 points
100 points
Student centered teaching methodology:
1. Allowing students to ask and answer questions and to interact
academically both inside and out of the class.
2. Focusing on application through a number of assignments.
3. Allowing students to demonstrate their English language skills in a number
of practical situations.
4. Enhance students’ thinking processes and creativity.
5. Empower students to be independent thinkers and problem solvers.
How to develop teaching and learning from student evaluation:
1. Reduce instructor teaching speed.
2. Increase instructor feedback
3. Reduce memory content and concentrate on application
4. Increase the number and variety of assignments
Language center attendance:
Students are required to attend the language center for a minimum of 10 hours
(per language subject) per semester. 10% of the total evaluation is allocated to
language center attendance and self study assignments.
TEXT BOOKS:
Harding, K., Henderson, P. (1994). High Season: English for the Hotel and Tourist
Industry. Oxford University Press.
REFERENCE BOOKS:
Adamson, D. (1998). International Hotel English: Communicating with the
International Traveler. Prentice-Hall Publishers, Inc.
ADDITIONAL SOURCES
http://zephdtc.wordpress.com/english-for-hotel
http://www.hotelexecutive.com/
http://ehotelier.com
http://www.thaihotels.org
http://www.restaurant.org
http://www.englishclub.com/english-for-work/hotel.htm
http://www.hotelthailand.com
http://www.hospitalitynet.org
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COURSE OUTLINE
Unit
Date
---
17/01/2013
1
24/01/2013
2
31/01/2013
3
7/02/2013
4
14/02/2013
5
21/02/2013
---
28/02/2013
---
6/03/2013
6
14/03/2013
7
21/03/2013
8
28/03/2013
Subject & Topics
Activities/Visual Aids Hrs.
Course Introduction
Course description, assignment list, and
 Lecture/Q&A
classroom rules
Course Standards Review
 Quiz
4
Letter Formatting: Formal Letters,
 PowerPoint
Emails, Memos, etc.
Capitalization, Punctuation, and
Grammar Review with Quiz
Unit 1: Types of Accommodation
 Lecture/Q&A
Language Focus: Giving Opinions
4
 Book/Audio
Vocabulary Focus: Accommodations
 PowerPoint
Unit 2: Hotel Facilities
 Lecture/Q&A
Language Focus: Describing Facilities
4
 Book/Audio
Vocabulary Focus: Symbols and Usage
 PowerPoint
Unit 3: Staffing and Organization
 Lecture/Q&A
Language Focus: Staff Hierarchy
4
 Book/Audio
Vocabulary Focus: Hotel Organization
 PowerPoint
Unit 4: Reservations and Check-In
Language Focus: Reservation and Check-  Lecture/Q&A
In Procedures
4
 Book/Audio
Vocabulary Focus: Reservation and
 PowerPoint
Check-In Documentation/Policies
Unit 5: Hotel & Restaurant Services
 Lecture/Q&A
Language Focus: Hotel Documentation
and Restaurant Menus
4
 Book/Audio
Vocabulary Focus: British/American
 PowerPoint
English for the F&B Cycle
 Lecture/Q&A
2
Mid-Term Review
 PowerPoint
Mid-Term Examination
--2
15.00 to 17.00
Unit 6: Money Matters
 Lecture/Q&A
Language Focus: Financial Transactions
4
 Book/Audio
Vocabulary Focus: Cultural Imperatives
 PowerPoint
Unit 7: Customer Care
 Lecture/Q&A
Language Focus: Dealing with
Complaints
4
 Book/Audio
Vocabulary Focus: Guest Feedback and
 PowerPoint
Utilization
Unit 8: Correspondence Writing
 Lecture/Q&A
Language Focus: Dealing with
Correspondence Requests/Complaints
4
 Book/Audio
Vocabulary Focus: Hotel Documentation  PowerPoint
Terminology
3
Unit
9
10
Date
Subject & Topics
Unit 9: International Guests
Language Focus: Cultural Awareness
4/04/2013
Vocabulary Focus: Dialog for Culturally
Sensitive Customer Service
Unit 10: Managing Events
Language Focus: Facilities Management
11/04/2013
and Planning
Vocabulary Focus: Events Facilities and
Terminology
---
18/04/2013
Assignment III Oral Presentations
---
25/04/2013
Final Examination Review
---
8/05/2013
FINAL EXAMINATION
13.30 to 16.30
4
Activities/Visual Aids Hrs.
 Lecture/Q&A
 Book/Audio
 PowerPoint
4
 Lecture/Q&A
 Book/Audio
 PowerPoint
4
-- Lecture/Q&A
 PowerPoint
---
2
2
3
Classroom Rules
1. ATTENDANCE 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. PARTICIPATION will be recorded every day. This will be recorded with the
PowerPoint review, as well as the audio listening sessions.
3. UNIFORM 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. Violation of this rule will give you a zero mark.
4. DISCIPLINE will be recorded every day. Inappropriate conduct, classroom
disturbances, and insubordination to the instructor will not be tolerated, and
will result in a zero mark for Attendance, Participation, Uniform, and
Discipline.
5. TARDINESS: Coming to the start of class late 15 minutes or more will result
in a zero mark for attendance.
6. BREAK: You will receive a 30-minute break during each class as deemed by
your instructor. Returning from your break late by more than 5 minutes will
result in a zero mark for attendance.
7. LATE ASSIGNMENTS WILL NOT BE ACCEPTED.
8. CELL PHONES: Mobile phones, Blackberries, iPads, iPods, etc., etc., etc. are
allowed, but they must NOT make a sound.
9. HOMEWORK or projects for other classes or schools is not permitted during
class.
10. NON-REGISTERED STUDENTS are not allowed in the classroom – don’t
bring your friends to class!
11. 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!
12. ASSIGNMENTS must be submitted with the following information:
 Student ID Number
 Student Name
 Course Title (for example: English for Hotel Business)
 Assignment Number (for example: Assignment II)
All assignment work must be submitted on A4 SIZE PAPER ONLY – work
submitted on any other size of paper will not be accepted.
13. ORIGINALITY: All work must be your own. False information of ANY kind
will not be accepted and will result in a zero mark.
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Assignment Schedule and Details
Assignment I: 5 points
Project Type:
Individual Project
Due Date:
28 February, 2013
Details:
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.
Assignment II: 10 points
Project Type:
Individual Project
Due Date:
28 March, 2013
Details:
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.
Assignment III: 15 points
Project Type:
Individual Project
Due Date:
18 April, 2013
Details:
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!
Language Center Assignment: 10 points
Project Type:
Group Project
Due Date:
25 April, 2013
Details:
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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