Customer service in English 1.S3.JAT.PP.40
Course Objectives
- developing linguistic competence in speech and writing in the field of tourism service.
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Course content
1. Customer service at the hotel reception (preparation of the offer, check-in/check-out, correspondence, problem-solving, and dealing with complaints).
2. Customer service in the tourist information center (presentation of tourist attractions, recommendations).
3. Customer service in the tourist office (presentation of the offer, methods of promotion, sales techniques).
4. Customer service during tours (guide presentations, dealing with crisis situations).
5. Customer service during holidays (tasks related to the role of a resident of a travel agency).
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Methods of instruction/ forms of classroom activity
pair/group work, project tasks, role-playing, simulation, problem-solving based on authentic materials, mind maps, presentations, elements of gamification (language games, quizlet, learning apps)
Field of study
Student workload
Study level
Education profile
Type of course
The semester in which the subject is carried out
Mode
Course coordinators
Learning outcomes
LEARNING OUTCOMES ACCORDING TO PQF 2019:
KNOWLEDGE
The student knows and understands:
1. at the advanced level the position and importance of modern English in the business sphere - with particular emphasis on the current service of international tourist traffic (k_W01/P6S_WG)
2. specialist English used in tourist traffic, including advancedvocabulary, grammar, structures and style in English at C1 (k_W02/P6S_WG);
SKILLS:
The student is able to:
3. read, listen and create texts in English and prepare effective presentations on topics related to the current service of tourist traffic, using formal sources (k_U07/P6S_UK);
4. use the English language at the C1 level with particular attention to specialist vocabulary (k_U08/P6S_UK);
SOCIAL COMPETENCES:
The student is ready to:
5. critically assess one's own language competences and specialist knowledge, and continuously improve one's own skills, including language skills, in the course of carrying out professional activities (k_K03/P6S_KK);
6. accepting language differences and recognizing them as natural professional conditions (k_K04/P6S_KO).
Assessment criteria
Metody i kryteria oceny:
1. Active participation in classes - 30% of the final grade (outcome 1,2,3,4,5,6)
2. Preparation and presentation of the project - 30% of the final grade (outcome 1,2,3,4)
3. Grammar and vocabulary test - 40% of the final grade (outcome 1,2,3,4)
Pass at 60% of the final grade.
Bibliography
Reading list
Harding, K., Going International – English for Tourism. (1998). Oxford University Press.
Dolińska-Romanowicz, J., Nowakowska, D. (2013). How can I help you? Hotelarstwo. Tom 6. Podręcznik. Język angielski zawodowy. Kwalifikacja T.11 i T.12. Technik hotelarstwa. WSPIP
Beaver, A., (200). A Dictionary of Travel and Tourism Terminology, CAB International.
Medlik, S., (2003). Dictionary of Travel, Tourism and Hospitality, Butterworth-Heinemann.
Materiały przygotowane przez prowadzącego
Additional information
Additional information (registration calendar, class conductors, localization and schedules of classes), might be available in the USOSweb system: