1. 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

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

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

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

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

7. 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

8. 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

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

10. 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?

11. 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

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

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

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

15. 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?

16. Thank you for your attention!
Company Logo