Project EXCEL: Holiday Inn at Fisherman's Wharf, Housekeeping Department: Improving Customer Service, Module 3.

Institution	Career Resources Development Center, Inc., San Francisco, CA.
Titel	Project EXCEL: Holiday Inn at Fisherman's Wharf, Housekeeping Department: Improving Customer Service, Module 3.
Quelle	(1993), (78 Seiten) PDF als Volltext kostenfreie Datei Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Monographie
Schlagwörter	Leitfaden; Unterricht; Lehrer; 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; California (San Francisco) + Suchen Sie Ihr Suchwort? Lesson concept; Instruction; Unterrichtsentwurf; Unterrichtsprozess; Teacher; Teachers; Lehrerin; Lehrende; Adult; Adults; Education; Adult education; Erwachsenenbildung; Körpersprache; Kommunikationsstil; Kursprogramm; Cultural identity; Kulturelle Identität; Effectiveness; Effektivität; Wirkungsgrad; Gastgewerbegehilfe; Lehrmaterial; Lehrmittel; Unterrichtsmedien; Interpersonale Kommunikation; Non-verbal communication; Nonverbale Kommunikation; Problemlösen; Qualitätskontrolle; Kompetenzentwicklung; Qualifikationsentwicklung; Social behaviour; Soziales Verhalten; Zeitmanagement; Wortschatzarbeit; Ausbildung; Berufsbildung
Abstract	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)
Erfasst von	ERIC (Education Resources Information Center), Washington, DC