ERIC Number: ED373609
Record Type: RIE
Publication Date: 1993-Dec
Reference Count: N/A
Project EXCEL: Holiday Inn at Fisherman's Wharf, Housekeeping Department: Improving Customer Service, Module 3.
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 is designed for hotel housekeeping staff, and focuses on provision and improvement of customer service. The curriculum consists of five instructional units on these topics: the importance of service; polite versus direct speech; body language and nonverbal communication; cultural factors in appearance; and time factors in service. Each unit contains preparatory questions and exercises using listening, speaking, reading, and writing skills. The listening script and answer key are appended. (MSE) (Adjunct ERIC Clearinghouse on Literacy Education)
Descriptors: Adult Basic Education, Adult Literacy, Body Language, Communication Skills, Course Content, Cultural Awareness, Efficiency, Hospitality Occupations, Hotels, Housekeepers, Hygiene, Instructional Materials, Interpersonal Communication, Limited English Speaking, Literacy Education, Nonverbal Communication, Organizational Communication, Problem Solving, Quality Control, Skill Development, Social Behavior, Time Management, 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); Customer Services; Politeness