This document presents an English language website for hotel staff at Marriott hotels in China. The website will provide teaching materials and strategies to help hotel employees improve their English skills. It will include dialogues, scenarios, activities, and exercises covering common situations employees face interacting with English speakers, such as greeting guests and handling requests. The goal is that after using these resources, employees will learn practical English phrases for their jobs and be better equipped to communicate with guests. Sample activities described include a game where students act out phrases and another where they unscramble words.

1. English for
Marriott Hotel Staff
Presented by
Toddd Beuckens
Maricarmen Cedillo
Brandie Conner
Chiao-Ling Lu

2. Marriott Values:
“Our core values make us who we are. As we
change and grow, the beliefs that are most important to
us stay the same—putting people first, pursuing
excellence, embracing change, acting with integrity and
serving our world”
"Take care of associates and they will take care of
the customers.“
http://www.marriott.com/culture-and-values/core-values.mi
Marriot strives in meeting customer needs through
excellence in quality, service and hospitality.
2

3. This project will entail a website
This website will provide teachers basic
English teaching ideas and strategies for
employees at Marriot hotels in China who
wish to improve their English skills.
3

4. Teachers will be able to:
• utilize easy-to-use teaching ideas and
common hotel English expressions
• access activities, games, discussion topics,
worksheets, and role play situations
• engage their students in learning and
provide them with relevant materials
4

5. Teachers will be able to present to their students:
• sample dialogues that students may use as models
• scenarios with various functions and situations
that hotel employees may face when interacting
with English speakers, such as:
• Greetings guests
• Dealing with requests
• completing orders
• addressing problems and complaint
• giving compliments
• answering questions
• offering help and advice
• explaining instructions/bill settlement
• giving directions
• answering phone calls
5

6. Our goal is that after teachers have used
these strategies, hotel employees (staff) will:
• learn sentence and grammatical structures, phrases
and vocabulary that are specific to the different
functions
• learn to use idiomatic expressions that will help
them improve and facilitate communication on the
job
• be able to use and apply immediately these
expressions and phrases when interacting with
guests
• be able to answer questions in English regarding
airport, restaurants, transportation, etc.
6

7. CHARADE OF PHRASES AND IDIOMS
Students will review and practice definitions of English idiomatic
expressions.
Need: one deck of cards with words, phrases or idioms, such as: make a
bed, vacuum the carpet, under the weather, piece of cake, go the extra mile,
rush hour, put you through, under the weather, etc.
Teacher will separate class into two teams. Each team has one player that
will draw a card and go up to the front and describe the phrase on the card.
Students will take turns to draw a card and describe or explain the meaning
of the sentence to their team until one of the students guesses the phrase.
The words in the card cannot be used during the description. For example,
piece of cake: the student reading the card, will describe the meaning to his
or her team members: i.e. this is a task or activity that is easy or simple.
The student will continue to describe the phrase until one of the students in
the team, guesses, if after three (3) tries no one knows the answer, the
other team players may challenge and give the answer and earn the point
towards their team.
Each team takes turns and at the end the team that makes the most points,
wins.
Game samples
7

8. Unscramble
Students will review and practice difficult words to
pronounce and spell.
 Need: a deck of cards with words difficult to spell and pronounce.
Students will take turns to get a flashcard with a word related to
the hotel industry or a word that might be used during a
conversation with a guest. The player will need to go to the board
and unscramble the word, write it on the board, and pronounce it
correctly.
 Some examples of words:
◦ kylsbir= briskly pekesehinguo=housekeeping
◦ Stedrfule= flustered treinesarvon =reservation
◦ Evergaeb= beverage
Teacher may develop his/her own flashcard according to the students’ lesson.
8