Scope and Sequence for EASY at Work: Hospitality and Service
Unit 1: Teresa's New Job
Lesson 1: Getting Ready
This is Teresa’s first day at her new job. She is getting ready for work at her apartment with her room mate. Together they review (in) appropriate clothing and dressing. She tells us that she is going to be HR Manager and that her responsibilities are: Recruiting new employees, helping the good ones through the process, help keeping turnover of staff down, benefits and safety programs.
She tells us how she went from being a student to her current job.
Lesson 2: First Day on the Job.
Teresa meets the Administrative Assistant, SUSAN KAHN and has to wait for the GM, MRS STEVENS. SUSAN gives her some new employee forms. GM arrives and they re-introduce themselves. Mrs. Stevens begins her orientation going through the organization chart showing all the departments and linking them to the meaning of service and the students perception of service jobs.
Lesson 3: Welcome to The Baker Resort Hotel.
Everyone in the hotel is there to provide service at the highest quality. She says "Just think what it’s like when a guest arrives" We follow a guest’s departure and another guest’s arrival to see the meaning of Welcome. This takes us into the door man’s function, the desk clerk and bell person.
Unit 2: First Day on the Job
Lesson 1: The Hotel Laundry
Teresa and Mrs. Stevens review the safety and fire escape procedures and then go down to the basement and the laundry area. There the supervisor takes Teresa through the processes and procedures they follow.
Lesson 2: The Employee Lounge
Teresa goes into the employee lounge and meets a housekeeper, Pearl, and they fall into discussion about benefits and retirement.
Lesson 3: Maintenance and Gardening
Teresa and Araya Lam, the Maintenance Supervisor, review the department’s functions and the skills needed. A review of the vocabulary for all the equipment the departments use. They then do the same for the gardener’s area outside.
Lesson 4: The Gym and Spa.
Teresa goes through the Gym and sees the equipment they have. The attendant has problems communicating with the laundry because of a misunderstanding over can & can’t deliver towels.
Unit 3: The Lobby
Vocabulary focus: Parking, jobs and functions in the hotel lobby, modes of transport, luggage, credit cards, reservation, wake up calls, clothes, disabled access and facilities, transport.
Lesson 1: Guests Arrive and Leave
Mrs. Stevens and Teresa observe arriving and departing guests and their interactions with the lobby based staff of the hotel.
Lesson 2: Checking In
Ms. Smart arrives and Patricia, the desk clerk, takes her through the check in procedure and then the bell person takes her luggage to her room.
Lesson 3: Special Requests and Problems
A guest requests disabled accommodations and we review the facilities available. Another guest has a problem when their credit card seems to have expired causing some ill-will with the guest that Patricia, the desk clerk, has to manage while other people also need attention.
Lesson 4: The Concierge
Just what does the concierge do in a hotel? They are the source of all information, inside the hotel and outside. They know the transport systems, the maps and what’s going on.
Teresa and Mrs. Stevens watch Linda, the concierge, interact with guests.
Lesson 5: Sylvia Going to Work
Sylvia is going to a job fair – how should she dress? A review.
Unit 4: The Hotel Kitchen
Vocabulary focus: Schedules, shifts, working hours, work uniforms, standard sizes, kitchen clothing, hygiene, kitchen and restaurant equipment, utensils and items, kitchen procedures and exceptions, safe working environment, common produce and foods, vocabulary for prep cook and dishwasher’s activities.
Lesson 1: Introduction to the Kitchen
Luis is introduced to the kitchen. He meets Chef John Mitchell. Luis is given his work schedule and uniform. He has to find the right clothing sizes. Hygiene is emphasized.
Lesson 2: Dishwashing
Luis meets Freddie the dishwasher. Freddie describes his job and Luis helps him through a busy period. Dishwashers are used, there is a problem with some glasses and a water pitcher is broken. Safety in the kitchen.
Lesson 3: The Prep Cook
Luis meets Ruben, a prep cook. They unload and wash produce. There has been a problem with the rinsing of the spinach. Kitchen processes for the prep cooks are shown for several vegetables. Vocabulary for food preparation and vegetable descriptions.
Lesson 4: Career Aspirations
Ruben, the prep cook, and Marcus have a discussion about the problems Ruben has with the Chef, and also that he really wants to have a different job, but how will he get that if he can’t get a good reference from his current boss?
Unit 5: Front of the House
Vocabulary focus: Restaurant vocabulary for setting and bussing tables, reservations, taking and leaving phone messages, host(ess) vocabulary, coffee service, serving tables, food items, correct serving practices, food handling, table sizes, breakfast foods.
Lesson 1: Bussing
Marcus teaches Luis how to set and bus tables, respond to customers needs and staff the bus station. We are introduced to restaurant slang.
Lesson 2: The Restaurant Telephone
Amy and Luis set up the telephone reservation system and test it. They listen to and react to some reservation messages.
Lesson 3: Reservations
Luis and Tiffany handle different types of customer reservations in the restaurant and a guest’s “lost and found” query.
Lesson 4: Self Service Breakfast
Tiffany teaches Luis the standard procedures for the set up for a self serve breakfast. We learn all the food items for a breakfast buffet with many options. We learn correct food handling and layout procedures and checking for supplies.
Unit 6: Job Skills & Qualifications
Vocabulary focus: Hotel facilities, locations and directions, describing job qualifications, expectations, job advertisement descriptions, borrow/lend, work history, prepositions.
Lesson 1: Around the Lobby
We review where different facilities and services are within the hotel and focus on prepositions.
Lesson 2: Skills for the Custodian & Housekeeper
Teresa reviews the Hotel organization chart. With the Room’s Division Manager she identifies and reviews the tasks of the Custodian and a Housekeeper and the skills needed to support them.
Lesson 3: Skills for the Waitperson & Retail Clerk
Continuing on from the previous Lesson, Teresa and the Manager, Food and Beverage Division identify the tasks carried out by a waitperson, and then with the Sales and Banquet Manager, the tasks defined for a retail clerk. For each of the task sets they develop the supporting skill sets.
Lesson 4: Help Wanted
Teresa posts the job vacancy listings in the local paper, the internet and in the employee lounge. We review the language used in these advertisements and the fact that employers may prefer internal candidates.
Lesson 5: Apply for that Job!
Chloe and Maria apply for jobs at the hotel’s HR Office.
Unit 7: Job Interviews
Vocabulary focus: Job experience and qualifications description, retail functions and equipment, job interview language, job description and self description.
Lesson 1: A Good and a Bad Interview
Luis is interviewed for the wait job. He models a really good interview then Lisa does a poor interview. We can analyze their different performances.
Lesson 2: More Interviews
Maria does a great interview for housekeeper and teaches us how it should be done. Paul has problems persuading the interviewers that he would not be a problem.
Lesson 3: What do the Managers Think?
We listen in to the Manager’s review of the interviews. Why was each candidate good or bad?
Lesson 4: The Retail Clerks’ Interviews
James and Chloe are interviewed for a retail job in which money and inventory are involved.
Lesson 5: Who do we hire?
There were two candidates for the clerk’s job. Who was the best candidate – and why? How do the managers decide? Did they make a mistake?
Unit 8: Breakfast, Lunch and the Beauty Salon
Vocabulary focus: Multiple American breakfast and lunch menu items and drinks (non-alcoholic), their naming conventions and commonly used idioms, coffee options, restaurant table and section references, language used in a beauty salon for shampooing, hair cutting, manicure and nail polishing.
Lesson 1: Breakfast
Tiffany teaches Luis about working as a team. He then has to learn all the vocabulary and options available for serving breakfast. Customers come in and they learn appropriate serving dialogs.
Lesson 2: Tiffany goes to the Beauty Salon
Tiffany goes to the Beauty Salon in the hotel and has her hair shampooed and cut and then a manicure and nail polish.
Lesson 3: Lunch
Luis and Tiffany prepare the for the lunch service reviewing vocabulary for multiple main courses, desserts, side options, condiments and non-alcoholic drinks.
Unit 9: Dinner Service
Vocabulary focus: Different types of alcoholic drinks and some of the phrase used for them, metric and non-metric weights and measures, temperatures, portions, serving size, food preparation vocabulary, dinner items and their many variations and associated phrases, restaurant table mapping, serving customers, clearing tables and processing the check.
Lesson 1: Inventory and Measurement
Tony and Frank work as prep cooks. Nic, the Expediter, needs several orders more quickly – he is being pushed by the wait staff to hurry things up in the kitchen. We learn about more areas of food preparation and food handling including expiration dates and food rotation and weights, measures and temperature conversions.
Lesson 2: Preparing & Serving Dinner
Luis and Tiffany prepare for the dinner session. The Chef tells everyone about the specials for the evening. They cover salads, meat cooking, substitutions, serving stations and tables. A guest comes in and Tiffany models taking the orders for salads, drinks, entrees etc. They serve the table together. The table is cleared and dessert and coffee offered. Check is processed.
Lesson 3: Serving Alcohol
(This is the only Lesson in which alcohol and smoking are referred to within the Series.)
Jake the bartender teaches Luis about serving alcohol. He warns him about not serving underage customers and how to ask for proof of age. They review a range of alcoholic drinks and how they are served.
Unit 10: Housekeeping
Vocabulary focus: Uniforms, dress code and personal appearance, hotel floor plans, staff safety meetings, housekeeping materials and equipment, toiletries and room supplies, hotel room contents, furniture and consumables. Vocabulary and phrases when interacting with guests.
Lesson 1: The First Day – Swiping In
It is Maria’s first day at work. She meets Pearl and learns to swipe in. They go to a mandatory safety meeting, meet other staff and the supervisor, Irena. They use a floor plan and make sure they are dressed properly.
Lesson 2: Stocking the Supply Cart
Maria and Pearl stock the supply cart learning a lot of vocabulary and when it’s all ready take the service elevator to the third floor.
Lesson 3: Cleaning Rooms
Pearl and Maria go through a series of rooms to clean them. Standard procedures are observed and reviewed. Vocabulary is learned. Managing broken items and leaving guests property is reviewed.
Lesson 4: Interacting with Guests
While cleaning rooms, they come across different guests with queries and requests. Some are polite – others not. One room needs a lot of work so they call in for assistance. The houseman, from the laundry, arrives to assist.
Lesson 5: A Difficult Guest
Maria and Pearl are working in a room when a guest enters. The guest is over friendly and Pearl has to politely rebuff him.
Unit 11: Retail Sales
Vocabulary focus: Admitting mistakes, money and types of payment, counting and controlling money, banking deposits, procedures for opening a shop, procedures for closing a shop, retail shop equipment and light maintenance.
Lesson 1: Bad Decisions
There is a problem in the hotel gift shop. Expensive cameras have disappeared. Teresa calls Security for them to get involved. James, the clerk, is discovered to be the thief. Teresa now has the problem of having to admit that she did not take references properly.
She has to face her boss Mrs. Stevens.
Lesson 2: Opening the Shop
Chloe, the new clerk, prepares the cash drawer with Teresa. They also run practices on counting back change. They do light cleaning and final preparations to open for the day.
Lesson 3: A Busy Day at the Gift Store
Chloe and Marianne complete the store opening and find that the barcode scanner needs cleaning and the tape on the till needs changing. They process some transactions with variations for credit cards, debit cards, cash back requests. A customer’s credit card is declined.
Lesson 4: Dealing with Credit Cards
The customer’s credit card has been declined and she has to call the bank to find out why. Chloe meanwhile has to put the sale on hold. The customer talks with the bank and provides security questions and answers. The sale goes through and the confirmation number is given and the receipt generated and handed to the customer.
Lesson 5: Closing Up Shop
Marianne and Chloe close up the shop and take the till drawer to the back where they count the different forms of payment received. They complete the bank deposit slip and balance it against the daily sales report. They find and then resolve a difference. They prepare the deposit to take to the bank night drop.
Unit 12 Taking Care of Business
Vocabulary focus: Perishables and expiration dates, control of perishable inventory, restocking in a retail environment, business conference set up, business center equipment, shipping procedures, making complaints and responding to them.
Lesson 1: Restocking the Shelves
Vendors arrive at the gift shop in the hotel and Chloe assists in re-stocking the magazines and newspapers and then the perishable items need “fronting and facing” and expiration dates need checking. Expired items are separated out and the stock is sequenced by date.
Lesson 2: Showing Respect was The Business Conference
Sam is moving a table for a banquet set up. Teresa tells him to always work with someone to address safety issues. He objects and shows disrespect. A guest is having trouble with his laptop. Sam helps him. Teresa observes his talent and suggests a reassignment.
Lesson 3: Meeting with the Manager
Sam complains to Chloe about his problems with Teresa. Chloe has little sympathy for him. Sam is summoned to the Convention Manager’s office. She spells out the rules and the problems with him and then discusses a potential reassignment.
Lesson 4: The Business Center
Sam is assigned to the Business Center. Customers come in with urgent jobs and want his immediate attention. Sam has to keep calm and serve each customer as best he can without annoying them.
Lesson 5: Difficult Customers
Chloe in the gift Shop has a misunderstanding with a guest who thinks she has been insulted. Chloe has to handle the situation.
Unit 13: The Custodian Job
Vocabulary focus: Custodial activities, job application, promotions, job benefits, making phone calls, using a message machine, correctly answering the phone at work, making personal invitations.
Lesson 1: Opportunity for Sergei
Luis and Sergei discuss the custodian job opening at the Hotel and the benefit to Sergei of getting more responsibility and better benefits.
Lesson 2: Sergei’s Job Application
Sergei goes to get an application and they fill it in – going through work experience and education history. They cover many do’s and don’ts about applications and resumes.
Lesson 3: Phone Skills – Leaving a Message
Leaving messages – bad ones and good ones. Teresa leaves a phone message for Sergei. Sergei and Pearl model good phone messages then Sergei calls the hotel and makes an appointment.
Lesson 4: Phone Skills – Getting Through
Sergei and Pearl work their way through “voice mail hell” problems and eventually are able to get through. Teresa and Susan Kahn review good phone practice.
Lesson 5: Sergei’s Interview
Sergei has his interview for a custodian position. We review his job experience and education and he does a good interview and Teresa asks for permission to get his driving record and that he take drug test at a local lab.
Unit 14: Workplace Responsibility
Vocabulary focus: Self description at an interview, custodial activities, interview questions, employment forms, how to call in sick, leaving messages, custodian responsibilities and activities, equipment, maintenance, tools.
Lesson 1: A Good Job Offer
Teresa and Clara review Sergei’s application, driving license check and drug test results and decide to offer him the job. He has questions about his schedule and his shift. They review the sign up papers sign for his job. Sergei meets the site union representative.
Lesson 2: Invitations and Replies
Teresa meets Phil Bates and he wants to invite her out. But how?
Lesson 3: Calling in Sick
Sergei meets his boss, the Head Custodian and he is told to always be reliable and if there is a problem with him coming in that he must call in. Sergei imagines calling in sick.
Lesson 4: Job Orientation
Araya, the Head Custodian, teaches Sergei his job. They clean up after a conference folding up and stacking chairs. Then they move on to the rest rooms and do a thorough clean up there with disinfectant and other products.
Lesson 5: Maintenance & Repairs
Sergei and Araya carry out some maintenance around the hotel using ladders, changing bulbs, caulking and fixing minor problems in plumbing, fencing, etc.
Unit 15: Opportunity Knocking
Vocabulary focus: Safety, interacting with customers after an accident, what to say/ not to say, safety signage, first aid kit and materials, swellings, cuts, pain, teamwork, awards, goals.
Lesson 1: Safety Workshop
Teresa holds a safety workshop for the employees and they review “What to do” and “What not to do” including hotel policies about what to say to the public when accidents do happen.
Lesson 2: The First Aid Kit
What’s in a first aid kit? How it’s used and maintained and remember that accident report! Then there’s the emergency kit that needs blankets, flashlights and batteries.
Lesson 3: Good Working Relationships
Accidents are down! Recognition of the staff is important.
Lesson 4: Lifelong Learning
What does Sam see for his future?
Lesson 5: Opportunities for the Future
Teresa is recognized for her work and her potential, and meets someone special.
Introduction
Comments (1)
Bill Ger said
at 10:49 pm on Oct 7, 2008
This is a summary of the events in each unit and lesson.
There are also correlations to CASAS and detailed lists of vocabulary and grammar found in each Unit.
You don't have permission to comment on this page.