English forMarriott Hotel Staff

Presented by Toddd Beuckens

Maricarmen CedilloBrandie Conner

Chiao-Ling Lu

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Marriot strives in meeting customer needs through excellence in quality, service and hospitality.

“Our core values make us who we are. As we change and grow, the beliefs that are most important to us stay the same—putting people first, pursuing excellence, embracing change, acting with integrity and serving our world”

"Take care of associates and they will take care of the customers.“

http://www.marriott.com/culture-and-values/core-values.mi

Marriott Values:

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This project will entail a website

This website will provide teachers basic English teaching ideas and strategies for employees at Marriot hotels in China who wish to improve their English skills.

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Teachers will be able to:

• utilize easy-to-use teaching ideas and common hotel English expressions

• access activities, games, discussion topics, worksheets, and role play situations

• engage their students in learning and provide them with relevant materials

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Teachers will be able to present to their students:

• sample dialogues that students may use as models • scenarios with various functions and situations

that hotel employees may face when interacting with English speakers, such as:

• Greetings guests• Dealing with requests• completing orders• addressing problems and complaint• giving compliments • answering questions• offering help and advice• explaining instructions/bill settlement• giving directions• answering phone calls

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Our goal is that after teachers have used these strategies, hotel employees (staff) will:

• learn sentence and grammatical structures, phrases and vocabulary that are specific to the different functions

• learn to use idiomatic expressions that will help them improve and facilitate communication on the job

• be able to use and apply immediately these expressions and phrases when interacting with guests

• be able to answer questions in English regarding airport, restaurants, transportation, etc.

7Game samples

CHARADE OF PHRASES AND IDIOMS

Students will review and practice definitions of English idiomatic expressions.

Need: one deck of cards with words, phrases or idioms, such as: make a bed, vacuum the carpet, under the weather, piece of cake, go the extra mile, rush hour, put you through, under the weather, etc.

Teacher will separate class into two teams. Each team has one player that will draw a card and go up to the front and describe the phrase on the card. Students will take turns to draw a card and describe or explain the meaning of the sentence to their team until one of the students guesses the phrase. The words in the card cannot be used during the description. For example, piece of cake: the student reading the card, will describe the meaning to his or her team members: i.e. this is a task or activity that is easy or simple. The student will continue to describe the phrase until one of the students in the team, guesses, if after three (3) tries no one knows the answer, the other team players may challenge and give the answer and earn the point towards their team.

Each team takes turns and at the end the team that makes the most points, wins.

8Teacher may develop his/her own flashcard according to the students’ lesson.

Unscramble

Students will review and practice difficult words to pronounce and spell.

Need: a deck of cards with words difficult to spell and pronounce. Students will take turns to get a flashcard with a word related to the hotel industry or a word that might be used during a conversation with a guest. The player will need to go to the board and unscramble the word, write it on the board, and pronounce it correctly.  

Some examples of words:

◦ kylsbir= briskly pekesehinguo=housekeeping

◦ Stedrfule= flustered treinesarvon =reservation

◦ Evergaeb= beverage