1. 1 General Education Office LA2401 English for the Hotel Business Course Introduction

2. 2 Objectives The 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.

3. 3 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 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.

4. 4 Evaluation 1. Attendance & Participation5% 2. Uniform & Discipline5% 3. Assignment I5% 4. Assignment II10% 5. Assignment III 15% 6. Language Center Assignment10% 7. Mid-Term Examination20% 8. Final examination30% Total100%

5. 5 Attendance 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)

6. 6 Rules and Responsibilities 1. 1.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. 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. 3.Coming to class 15 minutes or more late will result in a zero mark for participation.

7. 7 Rules and Responsibilities 4.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!

8. 8 Rules and Responsibilities 8.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.

9. 9 Rules and Responsibilities 10.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.

10. 10 How to pass this 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!

11. 11 Modern language Relax in the bamboo spaceship floating daybed! Take a bottle from the Wine Cellar! Have a shower! Koh Kood

12. 12 Modern language How would you describe this…? Or this…? “no shoes or news policy”

13. 13 Lesson Structure Generally, each lesson will be of a similar structure consisting: 1. 1.Presentation – Introducing the topic and eliciting prior knowledge 2. 2.Course Worksheets – speaking, reading, writing and language study 3. 3.Listening Exercises – including speaking and conversation (often within the language lab 2306/12)

14. 14 Course Content What do you expect? – Ten units covered within the course Types of Accommodation Hotel Facilities Staffing and Internal Organization Reservations and Check-in Hotel and Restaurant Services Money Matters Customer Care Off-site services International Guests Managing Events/Conferences

15. 15 Course Content Which of the ten units do you link with the pictures below?

16. 16 Course Content Which of ten units do you link with the pictures below?

17. 17 Assignments 40% of your achievement on this course results from these: Assignment I – Individual Project 5% Assignment II – Individual Project10% Assignment III – Individual Project15% LC Usage Self Access – Group Project10% 40%

18. 18 Assignments Assignment I: 5 points Project Type:Individual Project Due Date:1 st March, 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.

19. 19 Assignments Assignment II: 10 points Project Type:Individual Project Due Date:29 th 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.

20. 20 Assignments Assignment III: 15 points Project Type:Individual Project Due Date:w/e 19 th 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!

21. 21 Assignments Language Center Assignment: 10 points Project Type:Group Project Due Date:w/e 26 th 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!

22. 22 Presentation and Formatting

23. 23 email Formatting The following is an example of formal emails… 1. Sender’s (you) Email 2. Receiver’s Email 3. Subject 4. Date-&-Time Stamp 5. Greeting 6. Body 7. Closing 8. Signature

24. 24 Letter Formatting Here is an example of a formal letter… 1. Heading 2. Date 3. Addressee (all contact info) 4. Greeting 5. Introduction 6. Body 7. Closing 8. Signature

25. 25 Punctuation and Capitalization,. ! ? D T C

26. 26 Capitalization 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 = USA United Nations = UN

27. 27 Capitalization 4. Proper Nouns a.Names of people (and their titles): Mr. David Beckham, Steve Jobs b.Names of geographic areas: Bangkok, the Middle East, Eastern Europe c.Names of days, months and special days/periods: Monday, January, Songkran d.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 Tower f.Names of specific organizations: Dusit Thani College g.Names of school subjects: English for Hotel Business, Chemistry 101 h.Books, movies, plays, etc.: Bangkok Post, Transformers 3

28. 28 Punctuation Comma Use 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,

29. 29 Punctuation Use 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.

30. 30 Punctuation Use 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.

31. 31 Punctuation 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 Mark Use 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 Mark Use 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?. ! ?

32. 32 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? 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? 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. 1These guests are from Yunnan, China. 2The 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.

33. 33 Practice It! Add necessary changes where necessary: 1the traffic is very bad and the guests will be late 2have the guests made a reservation for dinner 3they have but they will need a table for eight 4the concierge is working today and he will take care of it won’t he 1The traffic is very bad, and the guests will be late. 2Have the guests made a reservation for dinner? 3They have, but they will need a table for eight. 4The concierge is working today, and he will take care of it, won’t he?

34. 34 Summary Today you have learned about the following: Course Objectives Course Description Evaluation Assignments Formatting of Emails and Letters Recap of Punctuation and Capitalization