4.1.2.

Content Suggestion from Senior Students (Eleventh Grade)

Senior students were involved in the material development. There were ten
students having done their apprentice program or in the job training for about six
months in sever four-star hotels. From the ten students being interviewed, it was
concluded that the materials matching with the need of the hotel were:

 Welcoming guests
 Taking reservation (by phone and in the front desk)
 Giving any information about hotel facilities
 Taking Apologizing
 Orders in the restaurat
 Asking for permission
 Handing complaints from guests
 Vocabulary (things in the hotel)
 Offering something (menu or service)

The information then was noted to the content bank, before finally selected and developed as ready
– to – deliver materials.

4.1.1.3. The Hotel Managers “Opinion about The Students” English Competence

The interviews with two hotel managers were described below:

Question 1 : What do you think about our students english competency during the training
program in your hotel?

Manager 1 and 2 answered that the students competency in English was not too
satisfying. Manager 1 said that because of the low competency in English, SMK
students could be in the front desk position if they have a good competency in
english and great coming.

Question 2 : What english competency should our students have during the training program or
if they are lucky, work in your hotel?

Manager 1 answered that the students should have good basic english, especially
in manners of welcoming guests, serving the guests by greeting or offering
something politely, giving clear information about the hotel, taking reservations,
and presenting the menu. Manager 2 gave the similar answers to the manager 1
but she added the students in the front office should also be able to understand
any terms in the reservation process, like filling the guests data on the provided
form or in the computer.

Question 3 : Do you think the students should have an english for hotel staff lesson besides
general english?

Both manager1 and 2 agreed that the students of hotel accomodation program
should have an english for
 hotel staff lesson besides general english. Manager 1 added that the teachers
should have taught them some hotel terms and basic hospitality utterance in
english. Manager 2 added that it depended on the school policy, but it was better
to give them good preparation before training. The facts were the students usually
came to the hotel with very minimum competency in English, especially in having
conversations in English.

Question 4 : Can our students compete with the academy graduates in the hospitality skills?

Manager 1 answered that in the hospitality skills the students could compete with
the academy graduates. Even they performed better in some skills, like in
housekeeping and laudry. Manager 2 said that the students performed as good as
the academy graduates did. They were also quick learners and were not deeling
bad in doing low level tasks. They would be greater in the hotel if they mastered
english well, so they could be in middle positions. With the skills and experiences,
and also english competence, it was possible for SMK students to jump to higher
positions.