金茂深圳 JW 万豪酒店参加培训之前设定目标每一位参加挂职培训的老师都会对培训充满不同的期待在我看来, 了解自己的需求并且在参加培训之前设定好目标非常重要, 这样我们就能清楚了解自己在培训时需要学习什么, 如何去获取在我的酒店英语课堂上, 我经常会让学生进行案例分析讨论, 并设计很多情景让学

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眇辛范
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万礼豪程教师挂职培训项目助益酒店英语课堂教学 2016-01-23 吴倩 MarriottCHEI 大家好!

1 万礼豪程教师挂职培训项目助益酒店英语课堂教学吴倩 MarriottCHEI 大家好! 老师们应该都知道万礼豪程项目每年举行两期挂职培训项目 : 为期四周的暑假培训和为期两周的寒假培训在培训期间, 教师们通过在不同部门挂职, 获得酒店服务行业实践操作经验和知识技能作为一名教授酒店英语课程的老师, 我认为挂职培训对教师来说是非常难得的与行业接轨的机会, 对我的酒店英语课堂教学也大有助益我去年寒假在金茂深圳 JW 万豪酒店参加了为期两周的挂职培训今天, 我想和大家分享一下我个人的体会以及培训如何帮助我的酒店英语课堂教学

金茂深圳 JW 万豪酒店参加培训之前设定目标每一位参加挂职培训的老师都会对培训充满不同的期待在我看来, 了解自己的需求并且在参加培训之前设定好目标非常重要, 这样我们就能清楚了解自己在培训时需要学习什么, 如何去获取在我的酒店英语课堂上, 我经常会让学生进行案例分析讨论, 并设计很多情景让学生进行角色扮演我常常在想如何让这些案例和角色扮演的情景更加接近真实的酒店运营因此,

2 金茂深圳 JW 万豪酒店参加培训之前设定目标每一位参加挂职培训的老师都会对培训充满不同的期待在我看来, 了解自己的需求并且在参加培训之前设定好目标非常重要, 这样我们就能清楚了解自己在培训时需要学习什么, 如何去获取在我的酒店英语课堂上, 我经常会让学生进行案例分析讨论, 并设计很多情景让学生进行角色扮演我常常在想如何让这些案例和角色扮演的情景更加接近真实的酒店运营因此, 我为自己的挂职培训定下了这样的目标 : 我要利用这个培训机会和酒店经理主管员工直接面对面地交流, 收集与案例分析和角色扮演情景有关的教学材料多观察学习并乐于与酒店员工交流在培训期间, 我曾轮岗到万豪总机 AYS(At Your Service), 在那里我认真地观察 AYS 的员工接听电话, 了解了电话上来自于客人的各种要求当我在使用万礼豪程酒店情景英语教材教授第四单元电话礼仪时, 我将很多培训时记录下的客人需求融入到对话情景的设置, 让学生操练电话对话以下是一些真实例子 : 1) 客人明天要入住, 他需要了解如何坐地铁到达酒店 ;

3 2) 客人想要为她五岁的小女儿要一双合适的拖鞋 ; 3) 一位喝醉酒的客人半夜不断致电总机, 点一些在客房服务餐单上根本没有的餐食 ; 4) 一位客人想在电视上观看体育赛事直播但是找不到播放的频道当我轮岗至不同的部门时, 我喜欢和酒店员工一起工作和交流他们与我分享的那些精彩的故事都被我作为课程的补充材料改编成了酒店英语课堂教学素材最有助益的应该是我使用的教材的第九单元, 关于如何解决问题在这个单元, 学生会学习到如何使用软性技巧提供很好的客户服务, 如何随机应变解决问题当学生们知道在课堂上使用的这些案例和角色扮演的情景都是在酒店中真实发生过的, 他们往往会更有兴趣与学生们分享我们的收获

也幸好客人问的都是诸如请问电梯在哪儿?, 请问卫生间在哪儿?, 请问到三楼的会议室怎么走?

4 大堂我挂职培训的第一天到现在还记忆犹新那天早上, 客房部前厅经理 David 带我参观了一下酒店的布局和设施在和他同行的一路上, 他对细节的关注以及对客人需求的敏锐观察力给我留下了很深的印象那天下午,David 让我和他一起在酒店大堂工作说实话, 我是既兴奋又有些紧张, 特别是当 David 不在身边, 又有客人来向我问路的时候多亏 David 早上带我熟悉了一下酒店, 也幸好客人问的都是诸如请问电梯在哪儿?, 请问卫生间在哪儿?, 请问到三楼的会议室怎么走? 这类简单问题, 挂职的第一天一切顺利但是我完全能体会学生们作为酒店一线员工在刚开始实习那段时间的感受在我的酒店英语课堂上, 我也会将我的这些个人的经历和感受与学生分享, 告诉他们在刚刚开始从事一份新工作的时候, 紧张是难免的, 但是只要我们专注于学习和吸收新的知识技能, 一定能够克服紧张焦虑的情绪与酒店员工一起参加培训

5 在酒店挂职培训时, 我还常常找机会和实习生聊聊, 了解他们在工作中遇到过怎样的挑战, 又是如何应对困难的在课堂上, 我会和学生分享这些信息挂职培训时, 我也有机会和人力资源部和房务部的总监经理进行座谈, 向他们了解学生在课堂上如何做好去酒店工作的准备, 哪些素质和性格特点是他们希望实习生能够具备的我觉得这些信息与知识技能同样重要, 能让学生获益匪浅 How a CHEI Faculty Internship Helps Hospitality English Class Teaching Hello, everyone! As you know, CHEI offers two faculty internship options each year: a four-week summer internship and a two-week winter internship at hotels inchina. Duringthe internships, teachers learn first-hand about hospitality operations and experience real-world situations and challenges in various departments. As an English teacher who teaches Hospitality English (HE) to students in the Management Department, I found this opportunity very precious and beneficial for my classroom teaching. I participated in the twoweek faculty internship atthe JW Marriott Shenzhen last year during winter break. So today, I would like to share with you my personal experience and some tips on how a faculty internship can help HE class teaching. Set up a goal before participation Every teacher who has the opportunity to participate in a faculty internship at Marriott hotel may have different expectations. As I see it, knowing what we need and setting up a goal(or goals) before participation are important because they can give us a clear guide on what we are looking for and how to achieve it. When I teach Hospitality English, I give students many chances to have discussions aboutcase studies and design quite a few scenarios for students to do role-play. I constantly think about how to make the case studies and role-play scenarios more related to real-world hospitality operations. That led me to the goal Iset up for my faculty internship: I would take this opportunity to communicate directly with associates and managers to accumulate teaching materials relatedto case studies and role-play scenarios.

6 Be observant and ready to communicate with hotel associates As I observed associates answering Marriott s AYS (At Your Service) phone line during the internship, I learned about the many types of requests they receive from guests. Then when I taught Unit 4 (Telephone Hospitality) of the CHEI HE curriculum, I designed similar scenarios for students to use while practicing telephone conversations. Thefollowings are some examples: 1)A guest will check in tomorrow and he needs to know how to get to the hotel by subway. 2) A guest asks for a pair of slippers for her five-year-old daughter. 3) An intoxicated guest keeps calling at midnight to order something that is not on the room service menu. 4) A guest wants towatch a sporting event on TV but cannot find the channel. As I rotated through different departments, I enjoyed working with the hotel associates and communicating with them. The great stories they shared with me have beenadapted and integrated into my HE class as a supplement to the CHEI HE curriculum. This has been especially helpful in the Unit of Problem Resolutionin which students are expected to learn how to provide great service with soft skills and how to think on their feet and solve problems. Students may have more interest in the case studies or role-play scenarios if they know that these are things that actually happen in the real world. Share with students what we have learned I still remember the first day of my faculty internship. In the morning, David,the Front Office Manager gave me a quick tour of the hotel and introduced the layout and facilities. I was impressed by his attention to detail and keen sense of observation about guests needs. In the afternoon, David asked me to work in the lobby with him. To be honest, I was excited and a bit nervous,especially when guests came to me and asked directions. Thanks to David s introductionin the morning, I knew the answers to the simple questions from the guests,such as Where is the elevator? Where is the restroom? Could you tell me how to get to the conference room on the third floor? But I could

7 totallyrelate to the students feelings on their first few days as front-line staff ina hotel. In my HE class, I shared my personal experience and feelings with my students, telling them that it is normal that we feel nervous at the beginning of a new job, but we can conquer that nervousness by focusing on absorbing new knowledge and skills. I also shared with my students what I ve learned from the talks with student interns at the hotel about difficulties or challenges they have encountered intheir job and how to handle the situations. During the faculty internship, I had some opportunities to communicate with the head of the HR department and Director of Rooms, asking them what they think our students need to learn in the classroom to be prepared to work in the hotel and what specific qualities or characteristics they are looking for in student interns. I think such information is as important as the knowledge and skills we pass on to thestudents in our class.

Microsoft Word - 第四組心得.doc

Microsoft Word - 第四組心得.doc 徐婉真這四天的綠島人權體驗營令我印象深刻, 尤其第三天晚上吳豪人教授的那堂課, 他讓我聽到不同於以往的正義之聲轉型正義, 透過他幽默熱情的語調激起了我對政治的興趣, 願意在未來多關心社會多了解政治第一天抵達綠島不久,