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

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

3. www.themegallery.com Company Logo Content I. Introduction II. III. V. Reflection IV. Conclusion Methodology Findings

4. www.themegallery.com Company Logo Introduction  International travel is a rapidly growing activity entailing cross-cultural communication between hosts and guests from different linguistic background. ( Blue; Harum, 2003)

5. www.themegallery.com Company Logo 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)

6. www.themegallery.com Company Logo Purpose of study   To investigate how the patterns of language are associated with host-guest interaction   To define the notion of “hospitality language”.

7. www.themegallery.com Company Logo Hospitality Language Arrival Familiariz ation Engagement Departure Asking questions about the hotel Ex: “What’s your meal time?” “Where is your swim pool?” Using facilities in rooms and in different section Ex: “Do I need to pay extra fee if I went to bar for a drink?” “What’s the price of the sauna?” Transferring luggage. Perfunctory farewell conversation Ex: “Could you help me to transfer luggage?” “Sure, sir!” Greeting by receptionist Ex: “Hello!” “How are you ? “ “May I help you?”

8. www.themegallery.com Company Logo MethodologyObservation Interview Qualitative method ParticipantsPeriodTime Receptionists and guests from four hotels in Southampton Onemonth 7:30~10:00(check-out)17:00~19:30(check-in) Participants 4receptionists 2managers Interview questions RequirementsRequirements Pre-servicing & In- servicing trainingPre-servicing & In- servicing training Need of local knowledgeNeed of local knowledge Attitude to foreign languageAttitude to foreign language

9. www.themegallery.com Company Logo Findings of observation Asking for changeAsking for change Leaving a messageLeaving a message Asking for a taxiAsking for a taxi Asking for combs and leaving luggageAsking for combs and leaving luggage

10. www.themegallery.com Company Logo Findings of interview 1 23   Basic of their working experience, personality, and potential commitment to the job   Language is taken for granted in hospitality The need for local knowledge & attitudes to foreign language? Requirements of the job ?   3 months’ training at the counter   No specific in–house training Pre-service & in- service training?

11. www.themegallery.com Company Logo Hospitality Language & ESP ESHP (English for specific hospitality purposes) EGHP (English for general hospitality purposes) Hospitality language Giving direction Requesting & Giving tourist information Communicative activities Checking into a hotel Giving information about hotel facilities Meal times

12. www.themegallery.com Company Logo Conclusion  Hospitality language has assumed a standardized universal form with its own register of specialist terms.

13. www.themegallery.com Company Logo Conclusion  Hospitality personnel should be knowledgeable and understandable in host-guest communication since the travel becomes more commonplace across the globe.

14. www.themegallery.com Company Logo Suggestion  Communication skills should be given more serious attention by human resources managers, researchers and educators in the field of hospitality manage.

15. www.themegallery.com Company Logo Reflection  Are college tourism students who possess English skills really prepared to meet industrial needs and well prepared for the future jobs?  Are industrial employers satisfied with college students ’ English competence and knowledge toward tourism in Taiwan?

16. www.themegallery.com Company Logo Thank you for your attention!