LICENCIATURA EN INGLÉS ESP

ESP IN HOTEL RECEPTION: NEEDS ANALYSIS

1. PERSONAL BACKGROUND

NAME: _________________________ AGE: __________________________________

HOW LONG HAVE YOU BEEN WORKING AS A HOTEL RECEPTIONIST?

_______________________________________________________________

2. LANGUAGE PRIORITIES
• Why do you need to improve your English?

Choose the correct option (s):

a. To become a more fluent speaker

b. To expand your general vocabulary
c. To expand your specific vocabulary on hotel receptionist
d. To improve your listening
e. To improve your writing
f. To improve your reading

• Mention the most common situations in which you have to use English at work. If
you can, explain them briefly.

______________________________________________________________________
______________________________________________________________________
______________________________________________________________________

3. LANGUAGE SKILLS IN YOUR JOB

• Indicate how much you need the following English skills or elements in your job by
circling the appropriate numbers by 5 to 1.
5= Most 4= A lot 3= Moderate 2: A little 1= Least

I. LISTENING

• Listening to check-in dialogues 5 4 3 2 1

• Listening to requests for 5 4 3 2 1

directions
• Listening to dialogues between a 5 4 3 2 1
receptionist and guests
• Listening to phone conversations 5 4 3 2 1

• Listening to reservation details 5 4 3 2 1

Student: Cinthia Gonzalez

 LICENCIATURA EN INGLÉS ESP

•Getting personal details from the 5 4 3 2 1

clients
• Understanding what the clients 5 4 3 2 1
want.
• Listening to face-to-face 5 4 3 2 1
conversations
II. SPEAKING

• Introducing yourself 5 4 3 2 1

• Welcoming the guests 5 4 3 2 1

• Asking for information from clients 5 4 3 2 1

during the check-in
• Taking reservations 5 4 3 2 1

• Responding to phone bookings 5 4 3 2 1

• Describing and recommending 5 4 3 2 1

places to visit in the region

• Dealing with problems and 5 4 3 2 1

solutions in the hotel

• Taking, checking and correcting 5 4 3 2 1

room service orders

• Explaining availability and non- 5 4 3 2 1

availability of services

• Giving directions inside and outside 5 4 3 2 1

the hotel

• Explaining where services are. 5 4 3 2 1

• Giving opening and closing times of 5 4 3 2 1

the hotel services

• Describing differences in the hotel 5 4 3 2 1

bedrooms.

• Dealing with payments 5 4 3 2 1

• Answering enquiries on the bill 5 4 3 2 1

III. READING

• Reading room bookings by e-mail 5 4 3 2 1

• Reading confirmation letters or 5 4 3 2 1

changes in bookings

Student: Cinthia Gonzalez

 LICENCIATURA EN INGLÉS ESP

• Reading enquiry letters about 5 4 3 2 1

rooms and conference facilities

• Understanding order forms 5 4 3 2 1

• Getting detailed information of 5 4 3 2 1

tourists’ documents

• Reading brochures 5 4 3 2 1

IV. WRITING

• Writing e-mails to answer enquiries 5 4 3 2 1

• Writing confirmation letters 5 4 3 2 1

• Writing texts for giving information 5 4 3 2 1

• Completing the hotel bill. 5 4 3 2 1

4.EXPERIENCE WITH ENGLISH:

• Have you studied English before? YES/NO

• Do you have any English certificates? If so, which ones? YES/NO
________________________
• According to your level of English, mark the correct option

SKILLS BEGINNER INTERMEDIATE ADVANCED

Speaking

Reading

Listening

Writing

General Vocabulary

Specific Vocabulary

Student: Cinthia Gonzalez

 LICENCIATURA EN INGLÉS ESP

• IDENTIFYING DIFFICULTIES…

-Choose the correct adverb of frequency to answer the following questions:

HOW OFTEN DO YOU…

o Have to repeat yourself because your listener cannot understand you?

All the time Sometimes Almost never Never

o Struggle to find the correct word or expression in English?

All the time Sometimes Almost never Never

o Have difficulty understanding native English speakers?

All the time Sometimes Almost never Never

o Have difficulty understanding non-native English speakers?

All the time Sometimes Almost never Never

o Have trouble communicating your ideas in writing?

All the time Sometimes Almost never Never

CONTEXT ANALYSIS

The course is designed for two employees of a hotel in Mendoza. They want to learn
some of the basic vocabulary related to their job to be able to communicate to foreign
guests specially at the check-in and check out time. They want to know how to answer
a confirmation letter or change a reservation, how to describe the hotel bedrooms and
learn how to deal with payment, enquiries on the bill and saying goodbye to their
guests.
The course will be online with a duration of one hour and a half per week. The teacher
will make a video call with students through Google Meet, where they will practice the
speaking skill. After each class, students will have to solve a series of activities in the
platform designed for the course. Students will have access to the platform, where
they will find a notebook with activities to complete. These activities can be focused
on writing, listening or reading and will be designed as interactive worksheets. The
students will have the opportunity to solve the activities at any time they can and
check them when they have the online meeting with the teacher.

At the end of the course, the students will be given a final exam to assess the outcome
of the course and ensure goals have been achieved.

Although the classes are online, they will be mandatory to assure the students
speaking practice.

Student: Cinthia Gonzalez