College
of Tourism and Hospitality
Sripatum
University
ENG233
English for Room Division Operations
Course
Outline: Second Semester 2016
Course Description
The use of communicative English in
the room division context, focusing on vocabulary and expressions often found
in the front office and housekeeping divisions. Documentation formulations regarding
the room division operations are included.
Course Objectives
After having
studied the course, students should be able to
1. Have
knowledge of vocabulary and expressions, and able to use them create sentences
under the context of room division operations,
2. Communicate
with confidence within the area of front office and housekeeping operations.
Course Policies
Students’
contribution and participation in in-class activities are the focus of the
course. Therefore, students are expected to keep up with the course plan as
specified in the tentative schedule. Individual, pair, and group works are
employed throughout the course to provide students with opportunities to practice
their presentation skills. Lectures and explanations are also available for the
language purposes and the clarification of technical terms.
Course Material
Utawanit. K. (2013). Communicative
English for Hotel Personnel. Bangkok: Thammasat University Press.
Time and Venue
Wednesdays, 15.00 – 16.40 hours, room
11-1101
Thursdays, 15.00 – 16.40 hours, room
11-805
Course Evaluation
Attendance 5 points
Presentation
Project 1 10
points
Presentation
Project 2 10 points
Term
Report 15 points
Midterm
examination 30 points
Final
Examination 30 points
Total 100 points
Students
are required to have at least 80 percent attendance (maximum 6 absences
allowed) in order to be eligible to take the final examination.
Grading Criterion
80-100 A 60-64 C
75-79 B+ 55-59 D+
70-74 B 50-54 D
65-69 C+ 0-49 F
Tentative Class Schedule
Weeks
|
Dates
|
Contents
|
Remarks
|
1
|
11-12 Jan
|
Orientation
Handout: In-room amenities and
facilities
Handout: Front office facilities
|
|
2
|
18-19 Jan
|
Part 1: The Reception
Unit 1: Taking a Reservation by Phone
1.1 Accepting a reservation
1.2 Giving information about the hotel
1.3 The client doesn’t know how long he’ll be staying
1.4 Getting details of arrival
|
|
3
|
25-26 Jan
|
Unit 2: At the Reception Desk
2.1 Checking in
2.2 Helping to fill in the registration
form
2.3 Dealing with a reservation problem
2.4 Extending a reservation
|
|
4
|
1-2 Feb
|
Unit 3: The Cashier
3.1 Changing money
3.2 Paying in cash
3.3 Paying with traveller’ cheques
3.4 Paying with a credit card
|
|
5
|
8-9 Feb
|
3.5 Paying with a personal cheque
3.6 Not accepting a personal cheque
|
|
6
|
15-16 Feb
|
Presentation Project 1*
|
|
7
|
22-23 Feb
|
Course wrap up
|
|
8
|
27 Feb-3 Mar
|
Midterm Examination
|
Date to be announced
|
9
|
8-9 Mar
|
Part 2: The Information
Unit 1: Giving and Taking Messages
1.1 Taking a message by phone
1.2 Leaving a message at the information desk
1.3 Sending someone up to a room
1.4 Dealing with an emergency
|
|
10
|
15-16 Mar
|
Unit 2: Services
2.1 Changing an airline ticket
2.2 Wanting to go sightseeing
2.3 Finding a good restaurant
2.4 Sending a letter
2.5 Shopping at a hotel arcade
|
|
11
|
22-23 Mar
|
Unit 3: Giving Someone Directions
3.1 Telling the way to the bank
3.2 Telling the way to the post office
3.3 Telling the way to the shopping
center
3.4 Telling the way to the Grand Palace
|
|
12
|
29-30 Mar
|
Part 4: The Telephone
Unit 1: Switchboard Operator
1.1 Taking an incoming call
1.2 Making a long distance call
1.3 Waking the client up
|
|
13
|
5-6 Apr
|
Unit 2: Room Service
2.1 Ordering breakfast
2.2 Ordering some drinks
|
6 Apr (Chakri Day)
|
14
|
10-14 Apr
|
n/a
|
6-17 Apr. (Songkran Festival and Family
Day)
|
15
|
19-20 Apr
|
Unit 3: The Housekeeper
3.1 Laundry
3.2 Asking for some more towels and
extra pillows
3.3 Dealing with complaints
|
|
16
|
26-27 Apr
|
Presentation Project 2**
|
|
17
|
3-4 May
|
Term Report Presentation***
Course Wrap up
|
1 May (Labour Day)
5 May (Coronation Day)
|
18
|
Final Examination
|
Date to
be announced
|
Presentation Project 1*
Objectives: 1. To demonstrate the
vocabulary bank and expressions used in the reception context
2.
To show the communication effectiveness when conversing in the
reception
context
Type of activity: Pair work (2 students)
Duration: Approx.
10 minutes
Directions: 1. Students create a scenario relating to the
reception operations.
2.
Students plan a theme of their presentation.
3.
Students create a script of a monolog and/or a dialog using appropriate words
and expressions
4.
Students rehearse their presentation to ensure the flow, sequence, verbal and
non-verbal languages.
5.
Students make and edit the video clip of their presentation and submit it
online.
6.
Students perform their presentation in front of the class.
Evaluation: The full score is 10 points.
(5 points for the video clip, and 5 points for the live presentation)
The scoring
is based on the communication effectiveness which can be divided into
Language fluency
= 2 points,
Content
creativity and appropriateness = 2 points,
Language
accuracy = 1 point.
Presentation Project 2**
Objectives: 1. To demonstrate the
vocabulary bank and expressions used in the front office services
2.
To show the communication effectiveness when conversing in the front office
context
Type of activity: Pair work (2 students)
Duration: Approx.
10 minutes
Directions: 1. Students create a scenario relating to the
reception operations.
2.
Students plan a theme of their presentation.
3.
Students create a script of a monolog and/or dialog using appropriate words and
expressions
4.
Students rehearse their presentation to ensure the flow, sequence, verbal and
non-verbal languages.
5.
Students make and edit the video clip of their presentation and submit it
online.
6.
Students perform their presentation in front of the class.
Evaluation: The full score is 10 points.
(5 points for the video clip, and 5 points for the live presentation)
The scoring
is based on the communication effectiveness which can be divided into
Language fluency
= 2 points,
Content
creativity and appropriateness = 2 points,
Language
accuracy = 1 point.
Term Report***
Objectives: 1. To demonstrate the
vocabulary bank and expressions used in the room division context as a whole
2.
To encourage students to experience authentic experiences in the field of room
operations
3. To show
the communication skills in terms of writing and speaking
Type of activity: Group work (3 students)
Duration: Approx. 10 minutes for the presentation
Directions: 1. Students select a position
within the hotel room operations (front office and housekeeping).
2.
Students design and make an outline of their report paper. This may include
their job description, their working routines, helpful tips for the job, and so
on.
3.
Students prepare a series of questions to interview the hotel personnel of
their interests.
4.
Students digest the information and create their term paper.
5.
Students submit the term paper on the designated date.
6.
Students make a presentation of their term paper in front of the class.
7. Each student is to be asked a series of questions by the instructor regarding the hotel position they present. (5 points)
7. Each student is to be asked a series of questions by the instructor regarding the hotel position they present. (5 points)
Evaluation: The full score is 10 points.
(5 points for the paper; points for the live presentation; 5 points for individual questions)
The scoring
is based on the communication effectiveness which can be divided into
Language fluency
= 2 points,
Content
creativity and appropriateness = 2 points,
Language
accuracy = 1 point.
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