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Corporate Program: name of company
COURSE OUTLINE
Class HOTEL AND TOURIST INDUSTRY
Learners Staff and managers
Course Length 60 hours (2 hrs/day)
Entry requirement Intermediate level
Required Text HIGH SEASON: English for the Hotel and Tourist Industry by Keith Harding and Paul Henderson, Oxford University Press, 1994:
- Student’s Book (SB)
- Cassette (C)
Supplementary materials Photocopiable material from High Season English for the Hotel and Tourist Industry by Keith Harding and Paul Henderson, Oxford University Press, 1994:
Teacher’s Book (TB) and of teacher’s choices
Scope This 60 – hour English for the Hotel and Tourist Industry course is for people training to work or are already working in the hotel industry or associated tourism industries. The course contains a variety of listening, speaking, reading, and writing activities developed around authentic reading and listening texts from a wide range of sources (from formal letters and faxes to computerized bills and romming lists. It provides specialist language items, and content of the Hotel and Tourist Industry and gives learners a good context, opportunity to practise the skills of hotel work.
Learning outcomes Upon finishing this course, if learners meet all the requirements of the course and achieve most of the objectives of the lessons, learners will be able to
 Listen for the information about people’s comments on hotels.
 Listen to a telephone call, a reservation on the phone.
 Describe (orally/ in writing) hotels, furniture and facilities in the hotels
 Read for the information about a Welcome Letter
 Write a brochure entry for a hotel.
 Complete a letter of application.
 Reply to the reservation by fax or on the phone.
 Handle the people complaining in hotels.
 Calm the guest down.
 Reply to the unhappy guests.
 Exchange information on the hotel and tourist industry orally.
 Explain any details on the hotel and tourist industry orally.
 Use terms and language items of the hotel and tourist industry.
 Check in/out
Assessment  Class Attendance, Class Activities, Progress Tests= 30%
Final Test= 70%

Day Content Main objectives
Topics Language focus
TEXTBOOK
High Season: English for the Hotel and Tourist Industry
1. Unit 1: Types of accommodation (SB)
Exercise 1-2: Listening (pp. 10-11)
Exercise 2: Language study (p. 11)
Exercise 3: Word study (p. 12)
Exercise 4: Reading (pp. 12-13) – Comments on hotels
- Describing accommodation in Yosemite National Park in California – Present simple (giving opinions, expressing likes and dislikes)
2. Unit 1: Types of accommodation (cont.) (SB)
Exercise 5: Listening (p. 14)
Exercise 6: Speaking (p. 14)
Exercise 7: Reading (pp. 14-15)
Exercise 8: Word study 1-2 (p. 16) – Telephone calls to California Travel Bureau in London
- Descriptions of the Hotel Arina Sands – Present simple (giving opinions, expressing likes and dislikes,truth)
3. Unit 1: Types of accommodation (cont.) (SB)
Exercises 9-11: Activity (p. 17-19)
Unit 2: Hotel facilities (SB)
Exercise 1: Word study (pp. 20-21)
Exercise 2: Listening (p.22) – The requirements of tourist from a hotel
- Describing pictures
- Writing a brochure entry for a hotel
- Facilities in a hotel

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- Present simple (giving opinions, expressing likes and dislikes,truth)
- Present perfect (events at an undefined time in the past which have a result in the present, situations which began in the past and which are still continuing)
- Past simple (events at a particular time in the past)
4. Unit 2: Hotel facilities (cont.) (SB)
Exercise 3: Language study (pp. 22-23)
Exercise 4: Reading 1-2 (p. 24)
Exercise 5: Listening 1-2 (p. 26)
Exercise 6: Speaking (p. 26) – Facilities and furniture in a hotel room
- Describing hotel rooms – Comparisons (one-syllable adjectives, two-syllables adjectives ending in -y, other two syllable adjectives, adjectives of three or more syllables, irregulars: good, bad, far)
5. Unit 2: Hotel facilities (cont.) (SB)
Exercise 7: Word study (p. 26)
Exercise 8: Reading 1-3 (pp. 27)
Exercise 9-12: Activity 9-11 (pp. 28-30) The problems of the tall people in hotels – Present simple (giving truth)
- Present perfect (events at an undefined time in the past which have a result in the present, situations which began in the past and which are still continuing)
- Past simple (events at a particular time in the past)
- Comparisons (one-syllable adjectives, two-syllables adjectives ending in -y, other two syllable adjectives, adjectives of three or more syllables, irregulars: good, bad, far)

6. Unit 3: Staffing and internal organization (SB)
Exercise 1: Listening 1-2 (p. 31)
Exercise 2: Language study (p. 32)
Exercise 3: Word study 1-2 (p. 33)
Exercise 4: Reading 1-4 (pp. 34-35) Staffing and internal organization – Must, have to and should (obligation)
- Don’t have to (showing something is not necessary)
- Mustn’t, shouldn’t (obligation not to do something)
7. Unit 3: Staffing and internal organization (cont.) (SB)
Exercise 5: Speaking (p. 35)
Exercise 6: Listening (p. 36)
Exercise 7: Reading (p. 37)
Exercise 8: Writing (p. 38) – How to run a hotel
- Describing the job of a concierge
- Completing a letter of application – Must, have to and should (obligation)
- Don’t have to (showing something is not necessary)
- Mustn’t, shouldn’t (obligation not to do something)

8. Unit 3: Staffing and internal organization (cont.) (SB)
Exercises 9-10: Activity (pp. 38-40)
Unit 4: Reservations and check-in (SB)
Exercise 1: Word study (pp. 42-43)
Exercise 2: Listening (p. 43) – Getting the position of Concierge (Head Hall Porter)
- Quanlities and qualifications needed in the Housekeeping section and the Maintenance section of a hotel
- Making reservations – Must, have to and should (obligation)
- Don’t have to (showing something is not necessary)
- Mustn’t, shouldn’t (obligation not to do something)
- Pronunciation of letters
- Short anwers (No, I haven’t/ Yes, I will/ Yes, we do)

9. Unit 4: Reservations and check-in (cont.) (SB)
Exercise 3: Language study (pp. 44-45)
Exercise 4: Reading 1-2 (pp. 45-47)
Exercise 5: Speaking (p. 48) – Reservation and front office systems
- The procedure that hotel staff should follow when dealing with a reservation – Pronunciation of letters
- Short anwers (No, I haven’t/ Yes, I will/ Yes, we do)
10. Unit 4: Reservations and check-in (cont.) (SB)
Exercise 6: Reading (p. 49)
Exercise 7: Writing (p. 49)
Exercise 8: Listening (p. 50)
Exercise 9: Speaking (p. 50) – Fax reservation
- Replying to the reservation by fax
- Checking in without a reservation – Pronunciation of letters
- Short anwers (No, I haven’t/ Yes, I will/ Yes, we do)
11. Unit 4: Reservations and check-in (cont.) (SB)
Exercises 10-11: Activity (p. 51)
Unit 5: Hotel and restaurant services (SB)
Exercise 1: Word study 1-2 (pp. 53-54)
Exercise 2: Reading (pp. 54-55)
Exercise 3: Listening (p. 56) – Menu
- Ordering food from menu – Be going to + to-infinitive (talking about things that we have already decided)
- Future simple (making decisions at the moment of speaking
- Can/Could you, Could we possibly + to-infinitive, Do you think you could + to-infinitive (asking for things)
12. Unit 5: Hotel and restaurant services (cont.) (SB)
Exercise 4: Laguage study (pp. 56-57)
Exercise 5: Speaking 1-2 (p. 57)
Exercise 6: Reading 1-3 (pp. 58-59)
Exercise 7: Listening (p. 60) – Ordering food
- Notices and signs in a hotel
- Welcome information in a hotel – Be going to + to-infinitive (talking about things that we have already decided)
- Future simple (making decisions at the moment of speaking
- Can/Could you, Could we possibly + to-infinitive, Do you think you could + to-infinitive (asking for things)
13. Unit 5: Hotel and restaurant services (cont.) (SB)
Exercise 8: Writing (p. 60)
Exercises 9-10: Activity (pp. 61-62)
Unit 6: Money matters (SB)
Exercise 1: Reading 1-2 (pp. 64-65)
Exercise 2: Listening 1-2 (p. 66) – Expanding the notes of messages into full sentences
- Job descriptions
- Working out who ordered what
- Hotel bill – Be Going To + To-Infinitive (Talking About Things That We Have Already Decided)
- Future Simple (Making Decisions At The Moment Of Speaking
- Can/Could You, Could We Possibly + To-Infinitive, Do You Think You Could + To-Infinitive (Asking For Things)
- Using Numbers
- Modal Passive (Can)
- To-Infinitive Passive
- Present /Past passive
- Present perfect passive
14. Unit 6: Money matters (cont.) (SB)
Exercise 3: Language study (pp. 66-68)
Exercise 4: Word study 1-4 (p. 68)
Exercise 5: Speaking (pp. 70-71)
Exercise 6: Reading (p. 71) – Checking out
- Grand Hotel’s policy on room rates – Using Numbers
- Modal Passive (Can)
- To-Infinitive Passive
- Past passive
- Present passive
- Present perfect passive
15. Unit 6: Money matters (cont.) (SB)
Exercise 7: Listening 1-2 (p. 72)
Exercise 8: Writing (p. 72)
- The changes that have been made in the policy of the Grand Hotel regarding room rates – Using Numbers
- Modal Passive (Can)
- To-Infinitive Passive
- Past passive
- Present passive
- Present perfect passive
A PROGRESS TEST for Units 1-6 (compiled by the teacher)
16. Unit 6: Money matters (cont.) (SB)
Exercises 9-10: Activity (pp. 73-75)
Unit 7: Dealing with complaints (SB)
Exercise 1: Speaking 1-2 (p. 77)
Exercise 2: Reading 1-2 (pp. 78-79)
Exercise 3: Listening 1-3 (p. 79)
Exercise 4: Language study – How to handle the people complaining in hotels
- The use of computers in training waiters to cope with people who complain – Present perfect passive
- Should have + past participle
17. Unit 7: Dealing with complaints (cont.) (SB)
Exercise 5: Word study 1-2 (p. 82)
Exercise 6: Speaking (pp. 82-83)
Exercise 7: Reading 1-2 (pp. 83-85) – Calming the guest down
¬- The Country Village Hotel – Present perfect passive
- Should have + past participle
18. Unit 7: Dealing with complaints (cont.) (SB)
Exercise 8: Writing (p. 85)
Exercise 9: Listening 1-3 (p. 86)
Exercises 10-11: Activity (pp. 86-87) – Replying to the unhappy guests – Thank you for …
- I was sorry to hear …
- I would like …
- I can assure you …
- As a sign of our concern, we would like to offer …
- I hope …
- Please accept …
19. Unit 8: Off-site services (SB)
Exercise 1: Reading (p. 89)
Exercise 2: Listening 1-3 (pp. 90-91)
Exercise 3: Language study (pp. 91-92)
Exercise 4: Speaking (p. 92) – Excursions, walking tours, sporting activities, etc. – If + Present Tense, will
- If + Present Tense, modal verb
- If + Present Tense, Imperative
- Giving advice: why don’t you …, If I were you, I’d …, You could always …
20. Unit 8: Off-site services (cont.) (SB)
Exercise 5: Word study 1-2 (p. 93)
Exercise 6: Reading 1-2 (pp. 94-95)
Exercise 7: Speaking (p. 95)
Exercise 8: Listening (p. 96-97) – Car hire
- The guided tour of Charleston – If + Present Tense, will
- If + Present Tense, modal verb
- If + Present Tense, Imperative
- Giving advice: why don’t you …, If I were you, I’d …, You could always …
21. Unit 8: Off-site services (cont.) (SB)
Exercises 9-11: Activity (pp. 97-98)
Unit 9: The business traveller (SB)
Exercise 1: Listening 1-2 (p. 100)
Exercise 2: Word study – How to treat important guests – Comparisons: like, just as, unlike, whereas
- Present perfect continuous (how long) and present perfect simple (how many or how much)
22. Unit 9: The business traveller (cont.) (SB)
Exercise 3: Language study (p. 102)
Exercise 4: Reading (pp. 102-103)
Exercise 5: Listening 1-3 (pp. 103-104)
Exercise 6: Speaking 1-3 (p. 104) – Special facilities
- The cultural differences – Comparisons: like, just as, unlike, whereas
- Present perfect continuous (how long) and present perfect simple (how many or how much)
23. Unit 9: The business traveller (cont.) (SB)
Exercise 7: Reading 1-3 (pp. 104-105)
Exercise 7: Writing (p. 106)
Exercises 9-10: Activity (pp. 106-107) – How to prepare to welcome Japanese visitors
- Writing a Welcome Letter for visitors – Comparisons: like, just as, unlike, whereas
- Present perfect continuous (how long) and present perfect simple (how many or how much)
24. Unit 10: Conferences (SB)
Exercise 1: Reading 1-2 (p. 109)
Exercise 2: Word study 1-2 (p. 110)
Exercise 3: Listening (p.111)
Exercise 4: Language study (pp. 112-113) – Meetings, events, and the requirements of facilities and equipment – Be used for + V-ing
- It’s got, It contains, It’s equipped with , It’s set out, It’s arranged (talking about contents)
- It’s … wide/long, It’s square/rectangular/round, It’s L-shaped, It’s shaped like, It has a seating capacity of …, it can take up to …(describing size and dimension)
25. Unit 10: Conferences (cont.) (SB)
Exercise 5: Speaking (p. 113)
Exercise 6: Reading 1-3 (pp. 113-117)
Exercise 7: Listening 1-2 (pp. 117-118) – A conference hotel – Be used for + V-ing
- It’s got, It contains, It’s equipped with , It’s set out, It’s arranged (talking about contents)
- It’s … wide/long, It’s square/rectangular/round, It’s L-shaped, It’s shaped like, It has a seating capacity of …, it can take up to …(describing size and dimension)
26. Unit 10: Conferences (cont.) (SB)
Exercises 9-10 : Activity (pp. 120)
Unit 11: Tour operation – planning (SB)
Exercise 1: Reading (p. 121)
Exercise 2: Listening 1-2 (p. 122)
Exercise 3: Language study (pp. 122-123) – Tour operators – Future continuous (as a polite way of asking about somebody’s plans
- Future perfect (an action that will already be completed by a time in the future)
- Reported speech
27. Unit 11: Tour operation – planning (cont.) (SB)
Exercise 4: Reading 1-2 (pp. 124-125)
Exercise 5: Speaking (p. 126)
Exercise 6: Word study (p. 126)
Exercise 7: Listening 1-3 (p. 127) – Familiarization trip – Future continuous (as a polite way of asking about somebody’s plans
- Future perfect (an action that will already be completed by a time in the future)
- Reported speech
28. Unit 11: Tour operation – planning (cont.) (SB)
Exercises 8-11: Activity (pp. 128-131)
Unit 12: Tour operation – execution (SB)
Exercise 1: Listening (p. 133)
Exercise 2: Language study (p. 134)
Exercise 3: Speaking (p. 135) – Waiting in the Group Check-in Lounge for a group to arrive
- Second conditional: If + Simple Past, would + infinitive
- Reported questions: yes/no and wh- questions
29. Unit 12: Tour operation – execution (cont.) (SB)
Exercise 4: Reading (pp.136-137)
Exercise 5: Word study (p. 137)
Exercise 6: Listening (p. 138)
Exercise 7: Reading (p. 138-139) – A Welcome Letter and intinerary for a special group staying at the Copthorne Tara Hotel in London
- Recent changes in incoming tour operations – Second conditional: If + Simple Past, would + infinitive
- Reported questions: yes/no and wh- questions
30. FINAL TEST for units 1-12 (compiled by the teacher)

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