ENGLISH SYALLBUS AND CLASSROOM INTRUCTIONAL PLANNING

MID-TERM TEST

ARAFATUL ULFA (I2J011003)

BAIQ WIMANDARI SAFITRI (I2J022006)

UNIVERSITY OF MATARAM

2023
 SYLLABUS ENGLISH FOR HOTEL (English Syllabus for the Hospitality Industry)

A. Student Profile

Student 1

Student’s name Lee Haechan

Gender and Age Male, 22 years old

Nationality South Korea
Education D3 (Associate’s degree) of Tourism
Language Level Intermediate
Motivation Can be a front officer professionally
Perceived Strengths Good at listening (understand easily what are the speaker saying)
Perceived Weaknesses Difficult to express what he wants to say (lack in speaking)
Learning Preferences Action, role-play in every activity
Teacher’s Role As the tutor and facilitator, partner.
Topics of Interest Hospitality in the front office of hotel

Student 2
 Student’s name Na Jaemin

Gender and Age Male, 22 years old

Nationality South Korea
Education S1 of Tourism (bachelor degree of Tourism)
Language Level Pre-Intermediate
Motivation As the receptionist in hotel office
Perceived Strengths Good at communication
Perceived Weaknesses Lack in writing and listening
Learning Preferences Enjoy with the teaching and learning process with audio-visual
learning
Teacher’s Role As the facilitator and tutor
Topics of Interest Receiving the guests and give them service

Student 3

Student’s name Mark Lee

Gender and Age Male, 23 years old

Nationality South Korea
Education S1 of tourism (bachelor degree of Tourism)
Language Level Advanced
 Motivation To be a manager of hotel
Perceived Strengths Easy to communicate and easy to socialize to other people
Perceived Weaknesses Hard to understand the text, lack on reading skill.
Learning Preferences Learning with action, role-play, more practice
Teacher’s Role Partner, tutor, and facilitator
Topics of Interest Giving information, story-telling

B. The Course Plan

Name of the Teachers: Name of the students: Level of the students:

1. Arafatul Ulfa 1. Lee Haechan 1. Intermediate

2. Baiq Wimandari Safitri 2. Na Jaemin 2. Pre-intermediate
3. Mark Lee 3. Advanced
Syllabus type Product-oriented syllabus
Course Aims After taking this course, the students will be able to be
professional service providers.

Course Rationale
 This course uses the product-oriented syllabus to guide and to reach the objectives and goals of this course because this course
is oriented to produce the students to be able to be managers, front-officer, and receptionists as the students need. By using this type of
syllabus, the teacher or the tutor can manage the class easier. The chosen materials, content materials, lesson plan, and also class
activity will be organized well. The main purpose of this type of syllabus is to produce or to form the students to be a manager, front
officers, and also to be receptionists.

The sequenced topics are organized based on the student’s needs and teacher analysis. These topics are inverted or taken from
the trusted source and English for hotel tourism books. All topics are related to communication skills or speaking skills particularly.
This course has the main purpose to mold the students as they want or their target. The main reason why this syllabus is designed to
focus on one skill which is speaking skill is that the field of their interest is related to communication in giving service or hospitality
that is related to the hotel range. The reason why the teacher must be chosen the materials or topics that are related to their interest is,
to help the learners or the students to reach the goals and objectives of learning.

Product-syllabus means that there are products that will be produced at the end of this course. This course is designed to help
the students or the learners to produce the communication skills that are related to hospitality, particularly in hotels. One of the skills
connected to it is speaking skill. In their jobs, they will socialize with guests, customer even tourists, and speaking skill is needed here.

In this course, there are seven topics that will be taught to the students, such as using the telephone, greeting and receiving
guests, describing hotel facilities, bill settlement, dealing with guests, problems and complaints, and also giving and receiving
compliments. These sequenced materials are based on the order job desk in hospitality in the hotel area especially related to the
service. We designed this syllabus from the use of the telephone to make sure at the end of this lesson, the students are expected can
access or use the telephone because, in this technology era, all information, and usually the customer that wants to book or do the
reservation for a hotel room they use the online platform, and the telephone is one of that media. After the students are taught the use
of information media to help the customer get the information or do the reservation, the students will be given the materials that
related to the attract the customer by using small talk, and here the main material of this topic is greeting and receiving guests. This
material has the function of interacting with the customer and making an impression on the customer politely, so the listener or the
customer will attract to the hotel.

The description of the hotel will be delivered after the greeting and receiving guests are presented. This material has the
purpose of informing the customer of detailed information on what facilities are available in the hotel. In this topic, the students can
add information like the strength and weaknesses of those facilities even the promoting sentence are included here.

Bill settlement is the important material in this course when the customer agrees that what room they are interested to are
chosen or deals with the receptionist what the facilities that they have chosen, the receptionist has to understand the bill settlement to
complete the payment.

Usually, in the world of hospitality, there must be a problem either from the customer or from the hotel. That is why this
course put the material about the problem and complaints. This is aim to familiarize the students with what happens in the hotel range
and it is aiming for to train them to solve the problem.

This course will fulfill the students’ needs. It is because this course has the content materials based on their needs and also the
grading materials will help the students learn easily. The way the teacher delivered the materials are so interesting because the teacher
roles not only as the tutor, but the teacher has the role as the facilitator and partner. So the students will enjoy the lesson. From the
class activity, the teacher will design the class as attractive as possible by using technology and coming guests that are professionals in
hospitality. So, this course will meet the learners’ needs.
C. Main Skills and Systems Covered

Week Main Skills Lesson Aim Topic Materials used (with reference)
and/or Systems
Covered
Week 1 Speaking and At the end of lesson, Using the YouTube video:
listening: students are able to: telephone https://www.youtube.com/watch?v=uHob_-eRw00
Previewing - Use common
YouTube video expression
and practicing used when
talking with
guest using
telephone
- Understand
Telephone
Etiquette in
hotels
- Practice how
to respond a
guest book
rooms, take
orders for
room service,
and take a
reservation
for dinner at
a restaurant.
Week 2 Speaking and At the end of lesson, Greeting and YouTube video:
Listening: students are able to: receiving guests https://www.youtube.com/watch?v=tp8jQu3Rlg0
Small talk - Use
expressions
for greetings,
introductions
, and
 farewells.
- Understand
why greeting
is important
- Explore
different
greetings
- Practice
greeting and
receiving
guest
Week 3 Speaking: At the end of lesson, Describing hotel Flashcards
Flashcards game students are able to: facilities
- Memorize
some
vocabularies
about object
or place in
the hotel
- Respond
guests
request about
information
on hotel
facilities.
Week 4 Speaking and At the end of lesson, Dealing with YouTube video:
listening: students are able to: guests’ requests https://www.youtube.com/watch?v=w_-doMqwBUY
Roleplay - Use various
expressions
for
responding to
guest
requests.
- Acquire and
developing
an
 appropriate
vocabulary
related to the
topic
Week 5 Speaking and At the end of lesson, Bill settlement YouTube video:
listening: students are able to: https://www.youtube.com/watch?v=a0phwfrBqe4
Group Discussion - Use common
expressions
used when
settling bills
and receiving
payment for
services.
- Explore
different
methods of
guest
payment
- Understand a
few of other
languages
Week 6 Speaking and At the end of lesson, Problems and White board and board marker
listening: students are able to: complains
Role play - Use various
expressions
for dealing
with
problems
and
complaints.
- Practice how
to handle
some
complains
from the
guests
 Week 7 Speaking and At the end of lesson, Giving and YouTube video:
listening: students are able to: receiving https://www.youtube.com/watch?v=-XDimw4dH-c
Previewing - Use common compliments
YouTube video expressions
and Role play for giving
and receiving
compliments.
- Understand
why give a
compliment
to guest is
important
- Practice how
to give and
receive a
compliment

D. Elaboration
WEEK 1: Using the telephone

1. Feedback: Based on the questionnaire, some of the students need the course that help them to be a front-desk staff or front-
officer. One of the task as the front desk staff is “using the telephone” this is the main skill that will apply in this course.

2. Course Overview: There may be times when hotel staff have to talk on the telephone with a guest. Some staff may spend the
majority of their day on the phone and other staff maybe only on rare occasions. The reason for being on the phone will vary as
well. Some guest may be booking rooms, taking orders for room service, and taking a reservation for dinner at a restaurant. So,
in this course, the student will learn common expression used when talking on the telephone with a guest.

Objectives:

- Students will be able to know the how to operate or using the telephone when talking with a guest.
- Students will understand the expression that is used in telephone when talking with a guest.
- Students will be able to use the common expression used by hotel staff when talking on the telephone with a guest.

Expectations: By the end of the course, the students are expected to memorize some expressions used when using telephone in
hotel and practice it with their friend.

3. Lead in: In this section, the teacher will start the meeting by playing video on YouTube for students to watch. Asked the
students to highlight what expressions they listen from the video, write down on their notes, and translate it into Indonesian.

4. Discuss what they think about the video, have they ever been a guest at a hotel and book a room using telephone, what
expressions did the staff used, and what were their respond to the staff.

5. Lexis: Show some common expressions on the slide and students will say out loud and repeat it.
 6. Learner Training: Ask student how he would like to study and kind of homework he will prefer to keep him motivated and
enjoy the classes and homework provided.

7. Speaking: Discussion about how to receiving calls as a bell desk staff, engineering or maintenance staff, kitchen staff, food
and beverage staff, front desk staff, and housekeeping staff. Read the expressions and have the students repeat them
individually to check their pronunciation.

8. Speaking task: Give students handouts of the following expressions/dialogues. Practice using the expressions that have been
discussed previously by role playing the following situations with a partner, one person taking the role of the guest and the
other person taking the role of a hotel staff. For additional practice, switch roles.

9. Language Input: After practicing the dialogue, students are asked to match the expressions used when using telephone with
guest with the role of staff.

10. Reflection Strategy: Learner will reflect what they have learned in the lesson and have a chance to ask any questions they
might have.

11. Work focus task: use of the dictionary for the new vocabulary in the expressions bold, read and repeat it until the student
memorizes some of the expressions provided. Teacher will ensure student is pronouncing new words correctly.

12. Feedback: The teacher will give the rubric in form self-assessment. The students should checklist the sentence that related to
the real situations in teaching and learning process.

HOMEWORK: work in pair and make a video related to the topic.

WEEK 2: Greeting and Receiving Guest

1. Feedback: according to need analysis, this material will put in the syllabus because the students want to know the job desk of
front-officer and service staff in the hotel.

2. Course Overview: In this course, the student will learn about common expressions used when greet and receive a guest as a
staff of hotel, understand some rules (for example, not all hotel employees would normally exchange names with a guest, a bell
man would not usually tell a guest his name, but a waitress in a restaurant may, as part of the standard restaurant greeting), and
acquire and develop an appropriate vocabulary in writing and spoken language.

Objectives:

- Students will know the various expression for greetings, introductions, and farewells the guest.
- Students understand the appropriate the expression for greetings, introduction, and farewells the guests.
- Students will be able to use various expressions for greetings, introductions, and farewells.

Expectations: By the end of the course, the students are expected to understanding why a greeting is important, understand the
impact of a good greeting, introduction to reception skills, exploring different greetings, identifying a greeting that works for
the student, and practicing greetings in a real-life setting.

3. Lead in: In this section, teacher will show a video from YouTube and start the discussion, then give students handouts of the
following expressions/dialogues. Teacher then read the expressions and have the students repeat them individually to check
their pronunciation.

4. Discuss why a welcoming or greeting is key in hospitality, what they usually say when greet other people, and how should
they greet guests properly and correctly.
5. Lexis: Flashcards – there are 5 cards contain top tips when greeting and receiving guest (smile, open body language, make eye
contact, give a nice welcome greeting, and listening), teacher will ask the student their opinion about the flashcards and ask if
they have any other tips.

6. Learner Training: Ask student how he would like to study and kind of homework he will prefer to keep him motivated and
enjoy the classes and homework provided.

7. Speaking: Discussion about how to greet and receive a guest with formal and less formal expressions and practice it with
partner.

8. Writing task: Give student the greetings activity, see if the students have a favorite greeting, get the groups to write down a
few different greeting lines they could say to a guest.

9. Language Input: After practicing the dialogue, students are asked to write their own expressions when greet and receive a
guest.

10. Reflection Strategy: Learner will reflect what they have learned in the lesson and have a chance to ask any questions they
might have. By giving them the questionnaire about the materials and teaching and learning activities by using google form.

11. Work focus task: use of the dictionary for the new vocabulary in the expressions bold, read and repeat it until the student
memorizes some of the expressions provided. Teacher will ensure student is pronouncing new words correctly.

12. Feedback: Ask the student to work in pair and make a video related to the topic.

HOMEWORK: make the report about the “greeting and receiving guests” video and write down the expression that is used by
the speaker in that video.
WEEK 3: Describing hotel facilities

1. Feedback: as the manager, and front-officer should know how to promote their own hotel by using description of the hotel
facilities. So, this material related to the students’ need.

2. Course Overview: In this course, the student will learn about describing facilities in hotel, the facilities may include pools,
sauna and steam room, a number of restaurants, a health center, tennis courts, putting greens, programs for children, a business
center, etc. Student will acquire and develop an appropriate vocabulary in writing and spoken language and practice it with
their partners.

Objectives:

- Students will know how to respond to guests request about information on hotel facilities
- Students will understand how to respond to guests request about information on hotel facilities
- Students will be able to respond to guests request about information on hotel facilities

Expectations: By the end of the course, the students are expected to memorize vocabularies related to places or things in hotel.

3. Lead in: In this section, before showing flashcards, teacher asked the student what vocabulary they know about names of
places in the hotel, show the flashcards and ask them to pronounce it and guess the meaning.

4. Discuss Do guests ask for facilities or accommodations that they hotel does not provide? What are they? What action does the
staff take- do they recommend other places? What is the quality of the facilities or accommodations at the hotel? How could
they be improved? What facilities or accommodations should be added?
5. Lexis: Flashcards – there are 30 vocabularies contains name of place and facility in a hotel and community.

6. Learner Training: Ask student how he would like to study and kind of homework he will prefer to keep him motivated and
enjoy the classes and homework provided.

7. Speaking: Practice using the expressions given by the teacher by role playing the following situations with a partner, one
person taking the role of the guest and the other person taking the role of a hotel staff.

8. Performance-based task: Students work together to develop a skit about guests asking about in hotel and outside facilities
that is grammatically correct. Once the skit is developed, students present it to the teacher and rest of class. The teacher judges
the skit based on grammar, language use, originality, and acting ability.

9. Language Input: The teacher writes the following activities on the board. The teacher then describes an activity. Students
determine what the activity is by listening to the description. The first person to know the activity races to the board and circles
the activity and puts in their initials in the circle. The student with the most initials will be the winner.

10. Reflection Strategy: Learner will reflect what they have learned in the lesson and have a chance to ask any questions they
might have. The teacher will give the enrichment to the students who do not understand yet the material.

11. Work focus task: use of the dictionary for the new vocabulary in the expressions bold, read and repeat it until the student
memorizes some of the expressions provided. Teacher will ensure student is pronouncing new words correctly.

12. Feedback: teacher give the comment about all the tasks and activities in the class and present it in the class.

HOMEWORK: the students should make the video about this topic. They have to present the picture while explain what kind
of those facilities that are available in the hotel.
WEEK 4: Dealing with guests’ requests

1. Feedback: this material is about the cooperation between the hotel staff and the guests or customers. This is the important
material for this course based on students’ interests.

1. Course Overview: In this session, students will be given the materials about how to use the appropriate sentence or expression
for responding to guest requests. By using word of thank, accepting information and requests and also the students will be
given the material about the additional vocabulary that related to the topic. In this section, the students will learn by action or
practice in real situations. After the material session is finished, the teacher let them to practice in front office in the hotel.

Objectives:

- Students will know the various expression for responding to guest requests
- Students will understand the various expression for responding to guest requests
- Students can use the various expression for responding to guest requests and can acquire an appropriate vocabulary related to
the topic orally not only mastering in theory.

Expectations: By the end of the course, the students are expected to can use the various expression for responding to guest
requests and can acquire an appropriate vocabulary related to the topic.
2. Lead in: In this section, the material will be given by teacher by using the video. The teacher let the teacher to watch the video
first as the introduction of the material, and then the teacher will explain the material more detail than the video. The focus in
here is the teacher will give the example of various expression for responding to guest requests.

3. Discuss In this activity, the students are expected to know and understand various expressions for responding to guest requests.
The teacher will ask the students to work in pair or discuss about what is another expression that can be used in this topic
except the materials has explained by the teacher.

4. Lexis: To make sure the students mastering the topic, teacher should make the game that related to the topic. For example,
teacher should make the card consists of the role as the customer and front-officer.

5. Learner Training: Offering the students to choose the type of assignment that they will enjoy, kind of project and or kind of
writing.

6. Speaking: In this part, the teacher will ask the students to find out another example of expression that use in responding to
guest requests. After they are found out the other expression to responding the guest requests, the students will ask to practice
in front of the class take a role that related to the topic.

7. Product focus task: The result of this session is the students will make a project like a presentation that related to the topic.

8. Language Input: The teacher writes the following activities on the board. The teacher then describes an activity. Students
determine what the activity is by listening to the description. The first person to know the activity races to the board and circles
the activity and puts in their initials in the circle. The student with the most initials will be the winner.

9. Reflection Strategy: This part will focus on the evaluation of the students, whether they mastery in this topic or not. For
instance, the teacher will give the feedback for the students about the presentation, like give the comment and positive critique.
If the student still does not understand the materials, the teacher will give the enrichment by giving the homework.
 10. Work focus task: In this part, the students will give the mini quiz such as record themselves when speak using the expression
that related to the topic, and use the website “quillbot” to check their pronunciation.

11. Feedback: The teacher will explain the benefit of the mini quiz, and explain about the detail information about homework as
the final assessment formed as the product of the end of the material session. The teacher informs the students there is a hotel
cooperate with this course institute, so the student can practice easily.

HOMEWORK: Make the video that related to the topic but in real situation (in hotel cooperate with the course institute)

WEEK 5: Bill settlement

1. Feedback: based on the students’ interest, one of the most important material is bill settlement. The students will let to know,
understand, and apply the bill settlement according to their need in questioner.

2. Course Overview: In this course, in this section of the material, the students are given the material about the expression that is
used when settling the bills and receiving payment services, explore different methods guest payment. In this course, the
students will explain about how to apply and operate the bill settlement by using different methods of payment. The teacher
will show the detail information about the payment methods, how to operate the payment of service for example, the devices
that is used in this section, such as payment application, the model of bill check and etc. The focus material will be emphasized
in here is the procedural of payment settlement.

Objectives:

- Students will know the common expressions when settling bills and receiving payment for services and methods of payment.
- Students will understand the common expressions when settling bills and receiving payment for services and methods of
payment.
- Students will be able to use common expressions when settling bills and receiving payment for services. And also, students can
apply the different methods of guest payment.

Expectations: By the end of the course, the students are expected to be able to use the expression when settling and receiving
payment services, and they are expected to can apply the different methods guest payment.

3. Lead in: In this section, the teacher will give the example of expression that is used in settling and receiving payment service
by showing the video, and show the types of the methods payment service as the introduction of the material.

4. Discuss Is there any problem they encounter when guests settle their bills? What kinds of problems are there? What is the most
common problem? Does it happen very often? Are guests being charged for services they did not receive? Are there many
mistakes made by the hotel? Do guests try to get more than they want to pay for? What is the reaction of the guests when the
hotel makes mistakes? Are they understanding? Are they angry?

5. Lexis: The teacher will provide the list of vocabulary that will familiar with bill settlement by giving the tasks to the students
to find out the vocab that related to accountant in google and translate it into mother tongue language.

6. Learner Training: The students will lead by the teacher to act like a customer and front-officer after watch the video. This
activity emphasis on the practice.

7. Speaking: Study tour at the famous hotel, the students will observe how the front-officer fix the bill settlement in the real
situations and then the students are asked to discuss about what they observe in that situation.
 8. Performance-based task: Practice using the expressions that given from the teacher by role playing the following situations
with a partner, one person taking the role of the guest and the other person taking the role of a hotel staff. For additional
practice, switch roles.

9. Language Input: The teacher will put the following words (in bold) on the board. The teacher reads the definitions of the
words. Students listen to the definition and the first student that knows the word races to the board and circles the work and
puts their initials in the circle. The person with the most initials will be the winner.

10. Reflection Strategy: The teacher will ask the students to give the information about what material are difficult or not. In this
section, the teachers are allowed to ask the students to know how effective they learn by evaluation the way the teacher teach
them such as about the method, teaching media and so on.

11. Work focus task: The teacher will give the case how the customer’s order the room by using offline and online. The students
will make the task kinds of writing the procedure of bill settlement and used appropriate payment method.

12. Feedback: The teacher will check the result of students’ writing, by giving the comment on their paper which grammar correct
or not. Give them feedback and explain more detail the weakness or shortcomings of the writing in the class.

HOMEWORK: This homework style such as the interview task. The teacher will call the students one by one and play the role

WEEK 6: Problem and Complains

1. Feedback: to be a manager, service staff it is impossible to escape the problem and complain from the customer. To help the
students to solve and handle the problem and complain, this material is designed in this course.
2. Course Overview: There will be inevitable times when guests have a problem about something and will complain about it.
The kinds of problems and complaints that hotel employees are likely to encounter are as varied as the guests themselves. In
this course, the students will train to handle the problems and complain wisely to maintain the quality of the hotel.

Objectives:

- Students will learn and know various expression for dealing problems and complain.
- Students will understand various expression for dealing problems and complain.
- Students can use the various expression for dealing problems and complain.

Expectations: By the end of the course, the students are expected to be able to handle the problem and complain by solving
the problem and find out the solution.

3. Lead in: Give students handouts of the following expressions/dialogues. Read the expressions and have the students repeat
them individually to check their pronunciation. For example: There are not enough towels in my room. The sink is leaking in
the bathroom. This tread mill isn’t working properly. How did my child get so dirty?

4. Discuss: Students should work together in pairs and read the following dialogue, one student reading the role of the guest and
the other student reading the role of the staff. The roles of the staffs consist of bell desk staff, engineering staff, food and
beverage staff, front desk staff, health and leisure staff, housekeeping staff, kitchen staff, spa staff.

5. Lexis: Students work together to develop a skit that is grammatically correct about guests with a complaint. The guest should
continue to complain, even though the staff has dealt with the situation. Once the skit is developed, students present it to the
teacher and rest of class. The teacher judges the skit based on language, grammar use, pronunciation, originality, and acting
ability.
6. Learner Training: The teacher asks the students to know what the class activity that they will enjoy in learning, such as
playing game, role-play or only listening the materials from the teacher. Then the teacher will decide which appropriate
method that will use in teaching and learning process.

7. Speaking: One student makes a typical complaint that a guest may have. Other students give a response. After they make a
text, they will talk to each other by making a dialogue. The teacher decides which student gave the best response based on
language, grammar use, and pronunciation. The person with the best answer gets a point. The student with the most points will
be the winner. Have the students give several complaints.

8. Writing task: One student makes a typical complaint that a guest may have. Other students give a response. The teacher
decides which student gave the best response based on language, grammar use, and pronunciation. The person with the best
answer gets a point.

9. Language Input: Divide class into groups of 2 or 3. Students work together to develop a skit that is grammatically correct
about guests with a complaint. The guest should continue to complain, even though the staff has dealt with the situation. Once
the skit is developed, students present it to the teacher and rest of class. The teacher judges the skit based on language,
grammar use, pronunciation, originality, and acting ability

10. Reflection Strategy: the teacher will ask the students to write down the solution when there is a complains or the problem by
giving the case. This is focus on the students’ comprehension of the material. The students are allowed too to give the
comment the way the tutor teach them.

11. Work focus task: to enrich the vocabulary, the students should make a video that related to the topic. And find out the correct
grammar by using google translate, quillbot or etc.
 12. Feedback: The students will give the additional information about the material and the homework as the enrichment. The
teacher will give the rubric in form self-assessment. The students should checklist the sentence that related to the real situations
in teaching and learning process.

HOMEWORK: Observe and record the video about the problems and complain between the hotel staff and customer, and make
the report about it.

WEEK 7: Giving and receiving compliments

1. Feedback: this is the main material to make a good impression to the customer that should do by the front desk staff. The
students must be professional when giving the compliments to attract the guests.

2. Course Overview: In this course, the students will learn how to give a compliment to the guest for example about how they
look in newly purchased outfit, or for their patience when a problem arises, or for a beautiful new hair style after visiting a
beauty parlor, etc.

Objectives:

- Students will learn and know expressions for giving and receiving compliments.
- Students will understand the expressions for giving and receiving compliments.
- Students can use the expressions for giving and receiving compliments.
 Expectations: By the end of the course, the students are expected to use common expressions when give and receive
compliments, understand why give a compliment to guest is important, and practice in real life how to give and receive a
compliment correctly.

3. Lead in: teacher show short video from YouTube about dialogue how to compliment a guest by staff in hotel. And then,
teacher will make a small discussion by asking students’ opinion related to the video, why giving compliment is important to
do as a hotel staff and should we give a compliment to all of the guests? Are there any other expressions that should use when
giving a compliment?

4. Discuss: About the things that staff could compliment their guest on. Do they ever compliment guests? Give a description of
one compliment given. Do they mean it or are they just being polite? How often does staff compliment guests? Does
complimenting a guest lead to bigger tips?

5. Lexis: Put the list of compliments (in bold) on the board. The teacher reads the response. Students listen to the response and
decide what the compliment is. The first student who identifies the compliment races to the board and circles the compliment
and puts their initials in the circle

6. Learner Training: The teacher asks the students to know what the class activity that they will enjoy in learning, such as
playing game, role-play or only listening the materials from the teacher. Then the teacher will decide which appropriate
method that will use in teaching and learning process.

7. Speaking: Practice using the expressions that given from teacher by role playing the following situations with a partner, one
person taking the role of the guest and the other person taking the role of a hotel staff.
8. Practice task: Students work together to develop a skit that is grammatically correct about guests complimenting staff for
something. Staff should be very humble, but the guests should continue to lavish compliments on the staff. Once the skit is
developed, students present it to the teacher and rest of class. The teacher judges the skit based on language, grammar use,
originality, and acting ability.

9. Language Input: One student makes a typical compliment that a guest or staff may receive. Other students give a response.
The teacher decides which student gave the best response based on language, grammar use, and pronunciation.

10. Reflection Strategy: the teacher will ask the students to write down the solution when there is a complains or the problem by
giving the case. This is focus on the students’ comprehension of the material. The students are allowed too to give the
comment the way the tutor teach them.

11. Work focus task: to enrich the vocabulary, the students should make a video that related to the topic. And find out the correct
grammar by using google translate, quillbot or etc.

12. Feedback: The students will give the additional information about the material and the homework as the enrichment. The
teacher will give the rubric in form self-assessment. The students should checklist the sentence that related to the real situations
in teaching and learning process.

HOMEWORK: Observe and record the video about the giving and receiving compliments in hotel. Take a note of the expressions
used by the staff.