FINAL PROJECT OF ELT PROGRAM DEVELOPMENT AND EVALUATION

“ENGLISH COURSE FOR HOTEL INDUSTRY IN LOMBOK”

BY

ARAFATUL ULFA

I2J022003

POSTGRADUATE ENGLISH DEPARTMENT

FACULTY OF TEACHING AND TRAINING

UNIVERSITY OF MATARAM

2022
Title: English Course for Hotel Tourism in Lombok

Abstract:

This proposal contains a training description of evaluation procedures, materials and techniques
for those wishing to become part of hotel tourism, such as how they do the greeting and
receiving the guests, describe the hotel facilities, offer a help and advice, give and ask the
direction, give and receive the compliments, talk the routines, and set the bill to the guest. The
detailed content of this proposal consists of material structures, methods and approaches to be
used during training, with the aim of supporting active communication in English, especially in
conversations with guests.

Key Terms: Hotel Tourism

Descriptions of the training:

NTB has been facing many problems on tourism, especially in human resources issue. Some of
people in NTB lack of many skills whereas in the near future there will be plenty of job
opportunities that requires people to have a skill such as English. Meanwhile, the lack of
knowledge of the English language which is the official language has been the main problem
which will cause communication issue. Therefore, English training program is necessary for
people in NTB. English Nirvana is one of the English training programs which focuses on the
people who want to be part of hotel staff/employees in supporting fluency in communicating
using English actively (conversation), within the scope of service and daily hotel activities. The
main objective of the proposed training program is to motivate the people working in the tourism
industry in NTB familiar with the English language. This training program aims to develop a
culture of employee welfare and work environment development. This training program also
aims to improve the efficiency of human resources.

Background of the course training:

Providing employees with the training program has always been regarded as one of the
most effective ways of investing in the human resource management of the company (Ayers,
2019). Nirvana English Course is intended to enhance the efficiency and competency of its
people by enhancing their command of the English language. The program employs individuals
with different backgrounds and origins that cause communication problems among people and
uses an English training program to encourage people to speak the same language so that they
can communicate more effectively, it is intended to make its people speak in the same language
so that they can communicate with each other more effectively.

Methodology and Approach:

Our team uses a systematic approach to organize and manage our training programs. The
systematic approach involves three main elements: input, process, and output (Elgin and Bell,
1983). Input refers to the target audience or employee for whom training is required. After
obtaining targets, the program will identify those who have the greatest need for training. To
collect such data, the program conducts English and aptitude tests. The results of the test will
provide a list of people that will help the trainer determine who they decide to train with soon.

The second element of our approach is to define the process. This process involves
identifying when, where, why and what to teach these specific language elements. Developing a
training process involves identifying the locations, materials, and activities needed to effectively
train people.

Output is the third and final element of the approach utilized to organize training
programs. In this section, the course evaluates the results of the training program and whether it
meets the pre-defined goals and objectives.

Course Needs: English language training needs:

To provide people with an effective training program, you need to identify the sources of
information they need. The program must identify the location where the training program will
be held. A language training program requires the organiser to identify which course material is
to be used in the training program (Karakuş and Türkkan, 2017). Another of the most important
needs in organizing an English training program is highly skilled and experienced trained
trainers. Overall, skilled tutors, course materials, and locations are the needs of any training
program.
Target group/Trainees:
The target group includes NTB people who are willing to take a role in the hotel industry
and who are not good at speaking or understanding English. Whether you know the basics of
English or not, at some point we will be at the same level and we will provide English training
from the beginner level so that we can move forward together. The training will ensure that the
employees can learn the necessary English required by the company in dealing with other
companies regarding business (Sun, 2013).

This course is designed to help people acquire knowledge that will help them pursue their
careers. This course aims to develop people's ability to read and understand English as used in
the hotel industry. It will also help you improve your communication skills in English. In
addition, this English training program will help you in your personal life apart from your
professional life as English is the language of business and being good means one less thing to
worry about.

Detailed explanation of learning materials and estimated duration of training:

Topic 1 (Greetings and Receiving Guests)

In the hospitality industry, making a great impression is critical. There are a lot of expressions
which you can use in order to greet guests. In the hospitality field, guests are greeted with formal
expressions.

Lesson Objectives: Trainees will learn plenty greeting expressions, introduction, and farewells.

Formal:  What’s up?

 Good morning, Sir or Madam.

 Good afternoon, Sir or Madam.
 Good night, Sir or Madam.
 How do you feel today?

Less Formal:

 Hi there
 Where are you going?
After greeting the guests, you should introduce yourself politely.

 Hello my name is…

 Glad to meet you. Nice to see you, too.
 Let me introduce myself.

Of course, the conversation must continue after the greeting, and what to say after that
depends on the situation. Interacting with hotel guests is usually about determining what they
want or need. Standards that can be used in the hospitality industry include:
 How can I help you, Sir?
 How can I assist you, Sir?
 May I assist you something, Ma’am?
 What can I do for you, Ma’am?

Dialogue example:

Staff : Good morning, Sir. Welcome to the Beauty Salon.

Guest : Good morning, too.

Staff : What can I do for you, Sir?

Guest : I’m very tired and I need to do a massage.

Most guests book online. However, if you can't or don't want to do that, you can also book by
phone. If so, ask the following standard questions:

 When did your arrival, Sir?

 What date you planning to check out, Sir?
 Do you prefer Single bed or double bed for the type of room?
 May I see your credit card, please?
 Your room is on the third floor and your room number is 203.
 Enjoy your holiday, please call me if you need anything.

Example of Hotel Conversation:

Guest : Good Afternoon. I've already book through Traveloka Application.

Hotel : Good Afternoon, Ma’am. Can I have your Identity Card, please?

Guest : Sure.
 Hotel : Right, Ma’am. We have accepted your reservation, two singles room, and
you will be staying for one night. Is it correct?

Guest : Yes, you are right.

Hotel : Ok, Ma’am. Now sign your name, please.

Guest : Alright. But can anyone help me to bring my luggage into my room?

Hotel : Thank you, Ma’am. Oh wait, I will call the bellboy to bring your luggage to
your room. If there is anything you want to ask, you can call the front desk.

Topic 2 (Describing Hotel Facilities)

The most important part of working as an employee in a hotel industry is how we can
make guests feel comfortable like home when they want to stay at our hotel. So, in this
chapter, we will learn how to describe the facilities available at the hotel and how we respond
to requests from guests properly and correctly.

Lesson Objectives: Trainees will learn how to describe the facilities available at the hotel
and how we respond to requests from guests.

Look at these examples of guest’s requests about facilities

 Is there any café at the hotel?

 Which restaurant in the hotel that serve Korean menu?
 Where we can enjoy live music?
 I am looking for a night club, can you tell me anything about it?
 Where's a good place to buy some souvenirs in Lombok?
 Do you know where is the location of hospital?

In describing hotel facilities we can use:

 Our hotel have...

 You can use..
 We have..
 You’ll find..
Topic 3 (Offering Help and Advice)

HELP:

As part of the hospitality staff, you must experience or encounter situations such as
helping or providing assistance to guests. This situation can be interpreted as something that
must be done to make us polite and to make guests feel treated well. In both cases, you have
to know what to say in such situations and you can build good relations with your guests.
Sometimes we get situations where we offer help to guests, and also sometimes we get
situations where we have to respond to help from guests.

1. Lesson: Asking and Offering to Help

2. Lesson Objectives: Trainees will learn expressions for offering and responding to
help.

ADVICE:

Frequently, foreign guests or foreign cultures may need advice or advice in certain
situations. It is not surprising that they turned to the hotel staff for help. Providing the right
advice and suggestions to your guests is very important and much needed so that the
communication that exists between staff and guests can run well. Here are some expressions
that you can use when asking or giving advice or suggestions.

1. Lesson: Asking, Giving, and Responding to Advice

2. Lesson Objectives: Trainees will learn some expressions for asking, giving, and
responding to advice.

Topic 4 (Giving and Asking Directions)

We often find the case where the foreign guests may get lost and need help finding their way.
They may ask for directions to a restroom, cafe or restaurant in a hotel. There are a lot of
expressions used when asking for directions or giving directions.

1. Lesson: Asking and Giving Directions

2. Lesson Objectives: Trainees will learn expressions for asking and giving directions.

Asking for directions

Do you know where the shopping centre is?
Where is the nearest hospital here?
Excuse me, I get lost, could you tell me where is the
location of ….
Which is the best route to the mall?
Can you tell me where is the location of the beach?
 Giving directions
Go straight at the traffic light
Take a left/right at the conjunction
The hospital is on the left of this hotel
Just keep going straight and you will see it on your left
Continue straight ahead for about 1 km
You should turn right after the junction
The mall is in front of the café

Topic 5 (Giving and Receiving Compliments)

Everyone loves to hear compliments because it makes people feel good. Hotel guests
are no exception. Hotel guests will praise you for the quality of your service, your knowledge
of the English language, the unique look of your uniform, and the fact that you have done
something special for their guests. Afterwards, you can complement your guests on their
newly purchased clothes or their beautiful new hairstyle.
1. Lesson: Giving and Receiving Compliments
2. Lesson Objectives: Trainees will learn expressions for giving and receiving compliments.
Giving complements
That skirt is very beautiful
Your new hairstyle is very great! It suits you a lot
You look very pretty is that dress
I’ve never tasted a food as tasty as you made, good job!
Responses to compliments
Thank you for your compliment
Really? Thank you, you made my day
I’m very happy if you like it.
It was nothing really.

Topic 6 (Bill Settlement)

Guests usually check out and pay immediately. However, for some hotel employees,
this is extremely stressful and frustrating. Because honestly, most hotel guests don't like to
pay for goods and services, they prefer to pay for free. Some guests ask about fees (e.g. not
watching PPV movies), complain about how expensive some items (e.g. minibar items) are,
or simply get something for free. No matter how guests react to the bill, Piper needs to be
paid.
 1. Lesson: Bill settlement
2. Lesson Objectives: Trainees will learn common phrases used in paying bills and getting
paid for services.

From Staff From Guests

You will pay with cash or charge? I prefer to pay with cash.

Could you sign here please? Can I charge this to my room and pay when I
check out?
Here’s you change sir.
How will you be paying? I'd like to use my credit card, is it allowed?

Would you like a receipt? Do you accept Gopay or OVO?

If you don’t mind, I’ll check the bill again
Could I have a receipt please?
I’m so sorry for the mistake, Ma’am
This seems a bit much. Can this be right?

Method of Evaluation:

Program evaluation systematically collects information about program outcomes,

characteristics, and activities in order to make decisions about the program. Helps increase
program effectiveness. The training management cycle he breaks down into three main steps:
planning, implementation and evaluation. The final stage of the cycle is evaluation. The
results of the evaluation will influence future phases of the plan. Improve future training
programs.

The evaluation process consists of 5 steps. The first step is to identify the need for
evaluation. The next step requires choosing a valuation method. The third step concerns the
design of the evaluation tool. In the fourth step data is collected. Finally, analyze the data and
create a report.

Before developing a rating system, it is important to understand the need for ratings. The
evaluation method includes four levels:

• Response: Determine how trainees will respond to the English training program.

• Learning: Determine what trainees have learned using the English training program.
 • Behavior: Determine changes in trainees’ behavior after the English training program.

• Outcomes: Determine the final outcome of the English training program.

Choose from a variety of assessment tools for your English training program. It depends on
the method and purpose of the evaluation. Below are some of the assessment tools used by
administrator

 Performance records
 Interviews
 Surveys
 Observations
 Tests
 Discussion of focus groups
 Questionnaire

The aim of the assessment is to understand the fulfilment and significance of sustainability,
effectiveness, development and purposes.
 REFERENCES

Hites, J. (2008). Design and Delivery of Training for International Trainees: A Case

Study. Performance Improvement Quarterly, 9(2), pp.57-74.

Chunling, G. (2017). Research on the Cultivation of Business English Talents and the

Teaching Mode of Business English in Colleges for Nationalities. Studies in English

Language Teaching, 5(1), p.77.

Sindhu, R. (2017). Factors Influencing Training in Selected Manufacturing Companies in

Hyderabad. Training & Development Journal, 8(1), p.22.

Sun, W. (2013). The Importance of Discourse Markers in English Learning and

Teaching. Theory and Practice in Language Studies, 3(11).