ERIC Number: ED373607
Record Type: RIE
Publication Date: 1993-Dec
Reference Count: N/A
Project EXCEL: Sheraton Wharf, Room Service Department. English Communication, Module 1.
Career Resources Development Center, Inc., San Francisco, CA.
Project EXCEL is a federally-funded workplace literacy program involving hotel enterprises in the San Francisco (California) Bay area. Its focus is on identification and instruction of literacy skills essential to job success for limited-English-proficient (LEP) workers. Training is intended to enable employees to understand written work orders, enhance communication with supervisors and co-workers, and encourage greater involvement through team building and critical thinking. This training module contains six instructional units designed for hotel room service workers. An introductory section outlines functional objectives, gives an overview of the curriculum and offers suggestions for classroom presentation. Instructional units cover these topics: taking orders on the phone; room service basics; giving and asking directions; handling guest requests; confirming and clarifying requests; and taking guest complaints. The listening script and answers keys are appended. (MSE) (Adjunct ERIC Clearinghouse on Literacy Education)
Descriptors: Adult Basic Education, Adult Literacy, Communication Skills, Conflict Resolution, Course Content, Food Service, Helping Relationship, Hospitality Occupations, Hotels, Instructional Materials, Interpersonal Communication, Limited English Speaking, Literacy Education, Organizational Communication, Problem Solving, Skill Development, Telephone Usage Instruction, Vocabulary Development, Vocational Education, Vocational English (Second Language), Workplace Literacy
Publication Type: Guides - Classroom - Teacher
Education Level: N/A
Audience: Teachers; Practitioners
Sponsor: Department of Education, Washington, DC.
Authoring Institution: Career Resources Development Center, Inc., San Francisco, CA.
Identifiers: California (San Francisco)