Instructor: Dr. Pi-Ying Hsu Presenter: Wei – Ting Chien Hospitality language as a professional skill Instructor: Dr. Pi-Ying Hsu Presenter: Wei – Ting Chien Date: March 23, 2009

Citation Blue, G., & Harun, M. (2003). Hospitality language as a professional skill. English for Specific Purposes, 22 (1), 73-91.

Content I. Introduction II. Methodology III. Findings Conclusion V. IV. Conclusion V. Reflection

Introduction International travel is a rapidly growing activity entailing cross-cultural communication between hosts and guests from different linguistic background. ( Blue & Harum, 2003)

Introduction There is a growing worldwide need for front-line staff (as hosts) in the hospitality industry who are able to communicate effectively with guests. ( Blue & Harum, 2003)

Purpose of study to investigate how the patterns of language are associated with host-guest interaction to define the notion of “hospitality language”

Hospitality Language Arrival Familiarization Departure Greeting Engagement Greeting by receptionist Asking questions about the hotel Using facilities in rooms and in different section Transferring luggage Perfunctory farewell conversation

Methodology Qualitative method Observation Interview One month Participants Period Time Participants Interview questions Requirements 7:30~10:00 (check-out) 17:00~19:30 (check-in) 4 receptionists Receptionists and guests from four hotels in Southampton Pre-servicing & In-servicing training One month 2 managers Need of local knowledge Attitude to foreign language

Findings of observation Asking for change Leaving a message Asking for a taxi Asking for combs and leaving luggage

Findings of interview no specific in–house training basic of their working experience, personality, and potential commitment to the job language is taken for granted in hospitality the need for local knowledge & the attitude to foreign language? pre-servicing & in-servicing training? no specific in–house training 3 months’ training at the counter requirements of the job?

Hospitality Language & ESP ESHP (English for specific hospitality purposes) EGHP (English for general hospitality purposes) Giving direction Communicative activities Checking into a hotel Meal times Requesting & Giving tourist information Giving information about hotel facilities

Conclusion Hospitality language has assumed a standardized universal form with its own register of specialist terms.

Conclusion Hospitality personnel should be knowledgeable and understandable in host-guest communication since the travel becomes more commonplace across the globe.

Suggestion Communication skills should be given more serious attention by human resources managers, researchers and educators in the field of hospitality manage.

Reflection Are the English skills of students majoring in tourism equipping them to deal with the needs of industry and their future jobs? Are industrial employers satisfied with college students’ English competence and knowledge toward tourism in Taiwan?

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