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ESP Scenario and Questions

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LEANDRO JORDANO RAMIREZ ESPINOZA
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40 views

ESP Scenario and Questions

Uploaded by

LEANDRO JORDANO RAMIREZ ESPINOZA
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Names: Sebastián Gárate, Leandro Ramirez, and Andrea Palacios

Scenario 1: ESP for Hospitality Workers in a Luxury Hotel


You have been hired by a luxury hotel chain in Dubai to provide a two-week intensive
English course for their front-desk and concierge staff. The management team wants to
improve staff communication with international guests to ensure a higher level of
customer satisfaction.
Key Details: The staff includes workers from various countries with different levels of
English proficiency. The course needs to focus on improving spoken English,
particularly for handling guest inquiries, providing tourist recommendations, and
addressing complaints.

Answer the following questions and upload the assignment to the platform:

 Before the start of the course, what kind of information would you try to
gather from the staff?

Before starting the course, we would collect information on the staff’s current
level of spoken English, their specific job roles, and the types of situations they
frequently encounter with international guests. This would include
understanding the most common guest questions, complaints, and requests, as
well as their usual interactions, such as offering tourist recommendations or
managing reservations. We would also ask about their previous experience with
English training, their native languages, and any specific or common challenges
they face when communicating with guests.

 How might you go about obtaining a description of their English level?

To assess their English level, we would some different methods. First, we would
give them a simple language assessment questionnaire to grasp their self-
perception of their skills such as comfort in speaking, listening comprehension,
etc. Then, we would conduct one-on-one interviews or role-play scenarios to
observe their spoken English. This will help us understand their fluency,
pronunciation, and ability to handle guest-related conversations in real-time.

 What materials and teaching strategies might you employ to help the staff
improve their language skills?

For teaching materials, we would focus on practical material like dialogues, real-
life guest interaction scenarios, and audio recordings of conversations. We
would also use role-plays to practice common guest interactions, ensuring that
staff are familiar with typical phrases for greetings, making recommendations,
and handling complaints. We would include listening exercises based on typical
guest accents from various countries, helping them improve their understanding
of different English speakers. To encourage interaction, we would incorporate
group activities where staff can practice responding to guest scenarios in pairs or
small groups.
 On completion of the course, how would you measure success?

To measure success, we would conduct both a final role-play test and ask for
feedback from the hotel management. The role-play would simulate various
guest interactions, allowing us to observe improvements in fluency, confidence,
and accuracy when handling inquiries, recommendations, and complaints.
Additionally, we would have management track any increase in guest
satisfaction or fewer complaints related to communication. A short self-
assessment questionnaire could also be given to staff at the end of the course to
see how they perceive their own progress.

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