Hospitality EnglishLaajuus (5 cr)
Code: AL00CB07
Credits
5 op
Teaching language
- English
Objective
Students are able to
- communicate in a professional manner both orally and in writing in careers in the travel, tourism and hospitality industries
- use and apply industry-specific English vocabulary in a variety of customer service situations
- understand how cultural differences affect global communication and customer service
Enrollment
20.11.2024 - 03.01.2025
Timing
13.01.2025 - 27.04.2025
Number of ECTS credits allocated
5 op
Virtual portion
1.5 op
Mode of delivery
70 % Contact teaching, 30 % Distance learning
Unit
Faculty of Business and Hospitality Management (LAB)
Campus
Lahti Campus
Teaching languages
- English
Seats
20 - 50
Degree programmes
- Bachelor's Degree Programme in Hospitality Management, Tourism and Event Management (in Finnish)
Teachers
- LAB_virtuaaliopettaja_englanti_01 Virtuaaliopettaja (LAB)
Scheduling groups
- Harjoitukset (Size: 0. Open UAS: 0.)
Groups
-
LLTIMATLI23S
-
KKIE24LABH
Small groups
- Practice
Learning outcomes
Students are able to
- communicate in a professional manner both orally and in writing in careers in the travel, tourism and hospitality industries
- use and apply industry-specific English vocabulary in a variety of customer service situations
- understand how cultural differences affect global communication and customer service
Implementation and methods of teaching
This course is taught in class.
The focus is on developing oral skills and honing writing skills needed while working in the field of tourism.
Assignments will be done both individually and in groups, and often will include both written and spoken parts.
Timing and attendance
Spring term of 2025. Regular attendance on at least 80% of the lessons is required. The course will require cooperation and teamwork, freeloading will not be tolerated.
Learning material and recommended literature
Material provided by the teacher through Moodle.
Alternative completion methods
To be discussed on a case-by-case basis.
Learning environment
In-class lessons, assignments and theory material through Moodle.
Student time use and work load
5 ECTS, equivalent to 135 hours of work. 14 lessons (á 90 minutes) throughout the spring term.
Contents
Current topics of relevance to the hospitality field:
- business correspondence (using formal language, dealing with complaints, responding to customers’ reviews, writing memos for the staff, etc.)
- managing your staff (communication with your employees)
- events organization (event management, stages of event planning, communication with vendors)
- booking policies (reservation terms and cancellation policy; responding to cancellation requests; explaining the terms of package holidays)
- business meetings and negotiations (negotiating with vendors; professional meetings with your staff)
In addition to the above, a student is expected to participate in a group project.
Additional information for students: previous knowledge etc.
The course is taught at a B2 level according to the Common European Framework.
Assessment criteria
The course is evaluated on the basis of continuous assessment.
Active participation in all course activities impacts the course grade.
Assessment scale
1-5
Failed (0)
The student fails to complete one or more of the required assignments.
The teacher is unable to understand what the student is attempting to say in their writing or speech.
Assessment criteria: level 1 (assessment scale 1–5)
The student has a satisfactory knowledge of the course content.
The speech is understandable with some difficulty to follow. Interaction is mostly missing. The speech is hesitant, pauses are rather long and pronunciation mistakes sometimes make it hard to understand the message. The student uses only basic structures and makes some mistakes.
Written communication consists of simple expressions and there are plentiful mistakes. The language is clumsy, but the message is delivered.
Assessment criteria: level 3 (assessment scale 1–5)
The student has a good knowledge of the course content.
The student communicates in English well, interacts adequately and uses means of nonverbal communication. The speech is fairly easy to follow. The speech is fluent and clear, but pauses, hesitations and pronunciation mistakes may occur.
Written communication is quite fluent, clear and mostly correct. The structures and professional vocabulary are adequate to deliver the message. Minor mistakes occur concerning the genre and/or style.
Assessment criteria: level 5 (assessment scale 1–5)
The student has an excellent knowledge of the course content.
The student communicates in excellent English. Interaction is very skilful, and nonverbal communication effectively supports spoken words. The speech is targeted, extremely logical, relevant and consistent. The speech (language, pronunciation and intonation) is fluent, clear, accurate and naturally paced.
Written communication is very fluent and versatile. The student uses varied structures and extensive professional vocabulary, making occasional mistakes only in the most complex structures. The student can deliver the message effortlessly in the appropriate, genre-specific style.
Enrollment
20.11.2024 - 03.01.2025
Timing
01.01.2025 - 31.05.2025
Number of ECTS credits allocated
5 op
Virtual portion
3 op
Mode of delivery
40 % Contact teaching, 60 % Distance learning
Unit
Faculty of Business and Hospitality Management (LAB)
Campus
Lappeenranta Campus
Teaching languages
- English
Seats
15 - 35
Degree programmes
- Bachelor's Degree Programme in Hotel and Restaurant Management (in Finnish)
Teachers
- Matti Mäkelä
Scheduling groups
- Harjoitukset 1 (Size: 0. Open UAS: 0.)
Groups
-
LLPRHOTRA23S
Small groups
- Practice 1
Learning outcomes
Students are able to
- communicate in a professional manner both orally and in writing in careers in the travel, tourism and hospitality industries
- use and apply industry-specific English vocabulary in a variety of customer service situations
- understand how cultural differences affect global communication and customer service
Implementation and methods of teaching
This course is taught in class but also features independent learning and online assignments.
The focus of the lessons is on developing oral skills and honing writing skills needed while working in the field of tourism and hospitality.
Assignments will be done both individually and in groups, and will include both written and spoken tasks.
Timing and attendance
Spring term of 2025. Regular attendance on at least 80% of the lessons is required. The course will require cooperation and teamwork, freeloading will not be tolerated. The lessons will be held on the Lappeenranta campus.
Learning material and recommended literature
Material provided by the teacher through Moodle.
Alternative completion methods
To be discussed on a case-by-case basis.
Learning environment
In-class lessons, assignments and theory material through Moodle.
Student time use and work load
5 ECTS, equivalent to 135 hours of work. 8 lessons (á 90 minutes) throughout the spring term (this number may change a little in the planning process, detailed information will be provided at the start of the course.
Contents
Topics of the course include:
- business correspondence (using formal language, dealing with complaints, responding to customers’ reviews, writing memos for the staff, etc.)
- managing your staff (communication with your employees)
- events organization (event management, stages of event planning, communication with vendors)
- booking policies (reservation terms and cancellation policy; responding to cancellation requests; explaining the terms of package holidays)
- business meetings and negotiations (negotiating with vendors; professional meetings with your staff)
On the course students will invent a hypothetical hotel which also provides serivces in the restaurant and tourism fields. The assignments on the course will be completed from the point of view of the student's own company.
Additional information for students: previous knowledge etc.
The course is taught at a B2 level according to the Common European Framework.
Assessment criteria
The course is evaluated on the basis of continuous assessment.
Active participation in all course activities impacts the course grade.
Assessment scale
1-5
Failed (0)
The student fails to complete one or more of the required assignments.
The teacher is unable to understand what the student is attempting to say in their writing or speech.
Assessment criteria: level 1 (assessment scale 1–5)
The student has a satisfactory knowledge of the course content.
The speech is understandable with some difficulty to follow. Interaction is mostly missing. The speech is hesitant, pauses are rather long and pronunciation mistakes sometimes make it hard to understand the message. The student uses only basic structures and makes some mistakes.
Written communication consists of simple expressions and there are plentiful mistakes. The language is clumsy, but the message is delivered.
Assessment criteria: level 3 (assessment scale 1–5)
The student has a good knowledge of the course content.
The student communicates in English well, interacts adequately and uses means of nonverbal communication. The speech is fairly easy to follow. The speech is fluent and clear, but pauses, hesitations and pronunciation mistakes may occur.
Written communication is quite fluent, clear and mostly correct. The structures and professional vocabulary are adequate to deliver the message. Minor mistakes occur concerning the genre and/or style.
Assessment criteria: level 5 (assessment scale 1–5)
The student has an excellent knowledge of the course content.
The student communicates in excellent English. Interaction is very skilful, and nonverbal communication effectively supports spoken words. The speech is targeted, extremely logical, relevant and consistent. The speech (language, pronunciation and intonation) is fluent, clear, accurate and naturally paced.
Written communication is very fluent and versatile. The student uses varied structures and extensive professional vocabulary, making occasional mistakes only in the most complex structures. The student can deliver the message effortlessly in the appropriate, genre-specific style.
Enrollment
20.11.2023 - 05.01.2024
Timing
08.01.2024 - 21.04.2024
Number of ECTS credits allocated
5 op
Virtual portion
3 op
Mode of delivery
40 % Contact teaching, 60 % Distance learning
Unit
Faculty of Business and Hospitality Management (LAB)
Campus
Lappeenranta Campus
Teaching languages
- English
Seats
15 - 30
Degree programmes
- Bachelor's Degree Programme in Hotel and Restaurant Management (in Finnish)
Teachers
- Matti Mäkelä
Scheduling groups
- Harjoitukset 1 (Size: 0. Open UAS: 0.)
Groups
-
LLPRHOTRA22S
Small groups
- Practice 1
Learning outcomes
Students are able to
- communicate in a professional manner both orally and in writing in careers in the travel, tourism and hospitality industries
- use and apply industry-specific English vocabulary in a variety of customer service situations
- understand how cultural differences affect global communication and customer service
Implementation and methods of teaching
This course is taught in class but also features independent learning and online assignments.
The focus is on developing oral skills and honing writing skills needed while working in the field of tourism.
Assignments will be done both individually and in groups, and will include both written and spoken tasks.
Timing and attendance
Spring term of 2024. Regular attendance on at least 80% of the lessons is required. The course will require cooperation and teamwork, freeloading will not be tolerated. The lessons will be held on the Lappeenranta campus.
Learning material and recommended literature
Material provided by the teacher through Moodle.
Alternative completion methods
To be discussed on a case-by-case basis.
Learning environment
In-class lessons, assignments and theory material through Moodle.
Student time use and work load
5 ECTS, equivalent to 135 hours of work. 10 lessons (á 90 minutes) throughout the spring term (this number may change a little in the planning process, detailed information will be provided at the start of the course.
Contents
Topics of the course include:
- business correspondence (using formal language, dealing with complaints, responding to customers’ reviews, writing memos for the staff, etc.)
- managing your staff (communication with your employees)
- events organization (event management, stages of event planning, communication with vendors)
- booking policies (reservation terms and cancellation policy; responding to cancellation requests; explaining the terms of package holidays)
- business meetings and negotiations (negotiating with vendors; professional meetings with your staff)
On the course students will invent a hypothetical hotel which also provides serivces in the restaurant and tourism fields. The assignments on the course will be completed from the point of view of the student's own company.
Additional information for students: previous knowledge etc.
The course is taught at a B2 level according to the Common European Framework.
Assessment criteria
The course is evaluated on the basis of continuous assessment.
Active participation in all course activities impacts the course grade.
Assessment scale
1-5
Failed (0)
The student fails to complete one or more of the required assignments.
The teacher is unable to understand what the student is attempting to say in their writing or speech.
Assessment criteria: level 1 (assessment scale 1–5)
The student has a satisfactory knowledge of the course content.
The speech is understandable with some difficulty to follow. Interaction is mostly missing. The speech is hesitant, pauses are rather long and pronunciation mistakes sometimes make it hard to understand the message. The student uses only basic structures and makes some mistakes.
Written communication consists of simple expressions and there are plentiful mistakes. The language is clumsy, but the message is delivered.
Assessment criteria: level 3 (assessment scale 1–5)
The student has a good knowledge of the course content.
The student communicates in English well, interacts adequately and uses means of nonverbal communication. The speech is fairly easy to follow. The speech is fluent and clear, but pauses, hesitations and pronunciation mistakes may occur.
Written communication is quite fluent, clear and mostly correct. The structures and professional vocabulary are adequate to deliver the message. Minor mistakes occur concerning the genre and/or style.
Assessment criteria: level 5 (assessment scale 1–5)
The student has an excellent knowledge of the course content.
The student communicates in excellent English. Interaction is very skilful, and nonverbal communication effectively supports spoken words. The speech is targeted, extremely logical, relevant and consistent. The speech (language, pronunciation and intonation) is fluent, clear, accurate and naturally paced.
Written communication is very fluent and versatile. The student uses varied structures and extensive professional vocabulary, making occasional mistakes only in the most complex structures. The student can deliver the message effortlessly in the appropriate, genre-specific style.
Enrollment
20.11.2023 - 05.01.2024
Timing
08.01.2024 - 21.04.2024
Number of ECTS credits allocated
5 op
Virtual portion
4 op
Mode of delivery
20 % Contact teaching, 80 % Distance learning
Unit
Faculty of Business and Hospitality Management (LAB)
Campus
- Lahti Campus
- E-campus, Lahti
Teaching languages
- English
Seats
20 - 35
Degree programmes
- Bachelor's Degree Programme in Hospitality Management, Tourism and Event Management (in Finnish)
Teachers
- Matti Mäkelä
Scheduling groups
- Harjoitukset 1 (Size: 0. Open UAS: 0.)
Groups
-
LLTIMATLI22S
Small groups
- Practice 1
Learning outcomes
Students are able to
- communicate in a professional manner both orally and in writing in careers in the travel, tourism and hospitality industries
- use and apply industry-specific English vocabulary in a variety of customer service situations
- understand how cultural differences affect global communication and customer service
Implementation and methods of teaching
This course is taught through online lessons via Zoom but also features independent learning and online assignments.
The focus is on developing oral skills and honing writing skills needed while working in the field of tourism.
Assignments will be done both individually and in groups, and will include both written and spoken tasks.
Timing and attendance
Spring term of 2024. Regular attendance on at least 80% of the lessons is required. The course will require cooperation and teamwork, freeloading will not be tolerated. Most of the lessons will be held online through Zoom, but the teacher will attempt to organize a few in-class lessons on the Lahti campus.
Learning material and recommended literature
Material provided by the teacher through Moodle.
Alternative completion methods
To be discussed on a case-by-case basis.
Learning environment
Online lessons through Zoom, assignments and theory material through Moodle.
Student time use and work load
5 ECTS, equivalent to 135 hours of work. 10 lessons (á 90 minutes) throughout the spring term (this number may change a little in the planning process, detailed information will be provided at the start of the course.
Contents
Topics of the course include:
- business correspondence (using formal language, dealing with complaints, responding to customers’ reviews, writing memos for the staff, etc.)
- managing your staff (communication with your employees)
- events organization (event management, stages of event planning, communication with vendors)
- booking policies (reservation terms and cancellation policy; responding to cancellation requests; explaining the terms of package holidays)
- business meetings and negotiations (negotiating with vendors; professional meetings with your staff)
On the course students will invent a hypothetical hotel which also provides serivces in the restaurant and tourism fields. The assignments on the course will be completed from the point of view of the student's own company.
Additional information for students: previous knowledge etc.
The course is taught at a B2 level according to the Common European Framework.
Assessment criteria
The course is evaluated on the basis of continuous assessment.
Active participation in all course activities impacts the course grade.
Assessment scale
1-5
Failed (0)
The student fails to complete one or more of the required assignments.
The teacher is unable to understand what the student is attempting to say in their writing or speech.
Assessment criteria: level 1 (assessment scale 1–5)
The student has a satisfactory knowledge of the course content.
The speech is understandable with some difficulty to follow. Interaction is mostly missing. The speech is hesitant, pauses are rather long and pronunciation mistakes sometimes make it hard to understand the message. The student uses only basic structures and makes some mistakes.
Written communication consists of simple expressions and there are plentiful mistakes. The language is clumsy, but the message is delivered.
Assessment criteria: level 3 (assessment scale 1–5)
The student has a good knowledge of the course content.
The student communicates in English well, interacts adequately and uses means of nonverbal communication. The speech is fairly easy to follow. The speech is fluent and clear, but pauses, hesitations and pronunciation mistakes may occur.
Written communication is quite fluent, clear and mostly correct. The structures and professional vocabulary are adequate to deliver the message. Minor mistakes occur concerning the genre and/or style.
Assessment criteria: level 5 (assessment scale 1–5)
The student has an excellent knowledge of the course content.
The student communicates in excellent English. Interaction is very skilful, and nonverbal communication effectively supports spoken words. The speech is targeted, extremely logical, relevant and consistent. The speech (language, pronunciation and intonation) is fluent, clear, accurate and naturally paced.
Written communication is very fluent and versatile. The student uses varied structures and extensive professional vocabulary, making occasional mistakes only in the most complex structures. The student can deliver the message effortlessly in the appropriate, genre-specific style.
Enrollment
15.05.2023 - 01.09.2023
Timing
04.09.2023 - 17.12.2023
Number of ECTS credits allocated
5 op
Virtual portion
2 op
Mode of delivery
60 % Contact teaching, 40 % Distance learning
Unit
Faculty of Business and Hospitality Management (LAB)
Campus
Lahti Campus
Teaching languages
- English
Seats
15 - 44
Degree programmes
- Bachelor's Degree Programme in Hospitality Management, Tourism and Event Management (in Finnish)
Teachers
- Derek Mitchell
Scheduling groups
- Harjoitukset (Size: 0. Open UAS: 0.)
Groups
-
LLTIMATLI21S
-
KKIE22LABH
Small groups
- Practice
Learning outcomes
Students are able to
- communicate in a professional manner both orally and in writing in careers in the travel, tourism and hospitality industries
- use and apply industry-specific English vocabulary in a variety of customer service situations
- understand how cultural differences affect global communication and customer service
Implementation and methods of teaching
This course is taught in class.
The focus is on developing oral skills and honing writing skills needed while working in the field of tourism.
Assignments will be done both individually and in groups, and often will include both written and spoken parts.
Timing and attendance
Spring term of 2023. Regular attendance on at least 80% of the lessons is required. The course will require cooperation and teamwork, freeloading will not be tolerated.
Learning material and recommended literature
Material provided by the teacher through Moodle.
Alternative completion methods
To be discussed on a case-by-case basis.
Learning environment
In-class lessons, assignments and theory material through Moodle.
Student time use and work load
5 ECTS, equivalent to 135 hours of work. 14 lessons (á 90 minutes) throughout the spring term.
Contents
Current topics of relevance to the hospitality field:
- business correspondence (using formal language, dealing with complaints, responding to customers’ reviews, writing memos for the staff, etc.)
- managing your staff (communication with your employees)
- events organization (event management, stages of event planning, communication with vendors)
- booking policies (reservation terms and cancellation policy; responding to cancellation requests; explaining the terms of package holidays)
- business meetings and negotiations (negotiating with vendors; professional meetings with your staff)
In addition to the above, a student is expected to participate in a group project.
Additional information for students: previous knowledge etc.
The course is taught at a B2 level according to the Common European Framework.
Assessment criteria
The course is evaluated on the basis of continuous assessment.
Active participation in all course activities impacts the course grade.
Assessment scale
1-5
Failed (0)
The student fails to complete one or more of the required assignments.
The teacher is unable to understand what the student is attempting to say in their writing or speech.
Assessment criteria: level 1 (assessment scale 1–5)
The student has a satisfactory knowledge of the course content.
The speech is understandable with some difficulty to follow. Interaction is mostly missing. The speech is hesitant, pauses are rather long and pronunciation mistakes sometimes make it hard to understand the message. The student uses only basic structures and makes some mistakes.
Written communication consists of simple expressions and there are plentiful mistakes. The language is clumsy, but the message is delivered.
Assessment criteria: level 3 (assessment scale 1–5)
The student has a good knowledge of the course content.
The student communicates in English well, interacts adequately and uses means of nonverbal communication. The speech is fairly easy to follow. The speech is fluent and clear, but pauses, hesitations and pronunciation mistakes may occur.
Written communication is quite fluent, clear and mostly correct. The structures and professional vocabulary are adequate to deliver the message. Minor mistakes occur concerning the genre and/or style.
Assessment criteria: level 5 (assessment scale 1–5)
The student has an excellent knowledge of the course content.
The student communicates in excellent English. Interaction is very skilful, and nonverbal communication effectively supports spoken words. The speech is targeted, extremely logical, relevant and consistent. The speech (language, pronunciation and intonation) is fluent, clear, accurate and naturally paced.
Written communication is very fluent and versatile. The student uses varied structures and extensive professional vocabulary, making occasional mistakes only in the most complex structures. The student can deliver the message effortlessly in the appropriate, genre-specific style.
Enrollment
21.11.2022 - 08.01.2023
Timing
16.01.2023 - 30.04.2023
Number of ECTS credits allocated
5 op
Virtual portion
2 op
Mode of delivery
60 % Contact teaching, 40 % Distance learning
Unit
Faculty of Business and Hospitality Management (LAB)
Campus
Lappeenranta Campus
Teaching languages
- English
Seats
15 - 34
Degree programmes
- Bachelor's Degree Programme in Hotel and Restaurant Management (in Finnish)
Teachers
- Matti Mäkelä
Scheduling groups
- Harjoitukset 1 (Size: 0. Open UAS: 0.)
Groups
-
LLPRHOTRA21S
-
KKIE22LABH
Small groups
- Harjoitukset 1
Learning outcomes
Students are able to
- communicate in a professional manner both orally and in writing in careers in the travel, tourism and hospitality industries
- use and apply industry-specific English vocabulary in a variety of customer service situations
- understand how cultural differences affect global communication and customer service
Implementation and methods of teaching
This course is taught in class.
The focus is on developing oral skills and honing writing skills needed while working in the field of tourism.
Assignments will be done both individually and in groups, and often will include both written and spoken parts.
Timing and attendance
Spring term of 2023. Regular attendance on at least 80% of the lessons is required. The course will require cooperation and teamwork, freeloading will not be tolerated.
Learning material and recommended literature
Material provided by the teacher through Moodle.
Alternative completion methods
To be discussed on a case-by-case basis.
Learning environment
In-class lessons, assignments and theory material through Moodle.
Student time use and work load
5 ECTS, equivalent to 135 hours of work. 14 lessons (á 90 minutes) throughout the spring term.
Contents
Current topics of relevance to the hospitality field:
- business correspondence (using formal language, dealing with complaints, responding to customers’ reviews, writing memos for the staff, etc.)
- managing your staff (communication with your employees)
- events organization (event management, stages of event planning, communication with vendors)
- booking policies (reservation terms and cancellation policy; responding to cancellation requests; explaining the terms of package holidays)
- business meetings and negotiations (negotiating with vendors; professional meetings with your staff)
In addition to the above, a student is expected to participate in a group project.
Additional information for students: previous knowledge etc.
The course is taught at a B2 level according to the Common European Framework.
Assessment criteria
The course is evaluated on the basis of continuous assessment.
Active participation in all course activities impacts the course grade.
Assessment scale
1-5
Failed (0)
The student fails to complete one or more of the required assignments.
The teacher is unable to understand what the student is attempting to say in their writing or speech.
Assessment criteria: level 1 (assessment scale 1–5)
The student has a satisfactory knowledge of the course content.
The speech is understandable with some difficulty to follow. Interaction is mostly missing. The speech is hesitant, pauses are rather long and pronunciation mistakes sometimes make it hard to understand the message. The student uses only basic structures and makes some mistakes.
Written communication consists of simple expressions and there are plentiful mistakes. The language is clumsy, but the message is delivered.
Assessment criteria: level 3 (assessment scale 1–5)
The student has a good knowledge of the course content.
The student communicates in English well, interacts adequately and uses means of nonverbal communication. The speech is fairly easy to follow. The speech is fluent and clear, but pauses, hesitations and pronunciation mistakes may occur.
Written communication is quite fluent, clear and mostly correct. The structures and professional vocabulary are adequate to deliver the message. Minor mistakes occur concerning the genre and/or style.
Assessment criteria: level 5 (assessment scale 1–5)
The student has an excellent knowledge of the course content.
The student communicates in excellent English. Interaction is very skilful, and nonverbal communication effectively supports spoken words. The speech is targeted, extremely logical, relevant and consistent. The speech (language, pronunciation and intonation) is fluent, clear, accurate and naturally paced.
Written communication is very fluent and versatile. The student uses varied structures and extensive professional vocabulary, making occasional mistakes only in the most complex structures. The student can deliver the message effortlessly in the appropriate, genre-specific style.
Enrollment
19.11.2021 - 09.01.2022
Timing
10.01.2022 - 06.05.2022
Number of ECTS credits allocated
5 op
Virtual portion
2 op
Mode of delivery
60 % Contact teaching, 40 % Distance learning
Unit
Faculty of Business and Hospitality Management (LAB)
Campus
Lappeenranta Campus
Teaching languages
- English
Seats
0 - 35
Degree programmes
- Language studies LAB
- Bachelor's Degree Programme in Hotel and Restaurant Management (in Finnish)
Teachers
- Matti Mäkelä
Scheduling groups
- Luennot (Size: 0. Open UAS: 0.)
Groups
-
LLPRHOTRA20S
Small groups
- Luennot
Learning outcomes
Students are able to
- communicate in a professional manner both orally and in writing in careers in the travel, tourism and hospitality industries
- use and apply industry-specific English vocabulary in a variety of customer service situations
- understand how cultural differences affect global communication and customer service
Implementation and methods of teaching
This course is taught in class.
The focus is on developing oral skills and honing writing skills needed while working in the field of tourism.
Assignments will be done both individually and in groups, and often will include both written and spoken parts.
Timing and attendance
Spring term of 2022. Regular attendance on at least 80% of the lessons is required.
Learning material and recommended literature
Material provided by the teacher through Moodle.
Alternative completion methods
To be discussed on a case-by-case basis.
Learning environment
In-class lessons, assignments and theory material through Moodle.
Student time use and work load
5 ECTS, equivalent to 135 hours of work. Approximately 28 lessons (á 45 minutes) throughout the spring term.
Contents
Current topics of relevance to the hospitality field:
- business correspondence (using formal language, dealing with complaints, responding to customers’ reviews, writing memos for the staff, etc.)
- managing your staff (communication with your employees)
- events organization (event management, stages of event planning, communication with vendors)
- booking policies (reservation terms and cancellation policy; responding to cancellation requests; explaining the terms of package holidays)
- business meetings and negotiations (negotiating with vendors; professional meetings with your staff)
In addition to the above, a student is expected to participate in the group project.
Additional information for students: previous knowledge etc.
The course is taught at a B2 level according to the Common European Framework.
Assessment criteria
The course is evaluated on the basis of continuous assessment.
Active participation in all course activities impacts the course grade.
Assessment scale
1-5
Failed (0)
The student fails to complete one or more of the required assignments.
The teacher is unable to understand what the student is attempting to say in their writing or speech.
Assessment criteria: level 1 (assessment scale 1–5)
The student has a satisfactory knowledge of the course content.
The speech is understandable with some difficulty to follow. Interaction is mostly missing. The speech is hesitant, pauses are rather long and pronunciation mistakes sometimes make it hard to understand the message. The student uses only basic structures and makes some mistakes.
Written communication consists of simple expressions and there are plentiful mistakes. The language is clumsy, but the message is delivered.
Assessment criteria: level 3 (assessment scale 1–5)
The student has a good knowledge of the course content.
The student communicates in English well, interacts adequately and uses means of nonverbal communication. The speech is fairly easy to follow. The speech is fluent and clear, but pauses, hesitations and pronunciation mistakes may occur.
Written communication is quite fluent, clear and mostly correct. The structures and professional vocabulary are adequate to deliver the message. Minor mistakes occur concerning the genre and/or style.
Assessment criteria: level 5 (assessment scale 1–5)
The student has an excellent knowledge of the course content.
The student communicates in excellent English. Interaction is very skilful, and nonverbal communication effectively supports spoken words. The speech is targeted, extremely logical, relevant and consistent. The speech (language, pronunciation and intonation) is fluent, clear, accurate and naturally paced.
Written communication is very fluent and versatile. The student uses varied structures and extensive professional vocabulary, making occasional mistakes only in the most complex structures. The student can deliver the message effortlessly in the appropriate, genre-specific style.
Enrollment
19.11.2021 - 09.01.2022
Timing
01.01.2022 - 31.05.2022
Number of ECTS credits allocated
5 op
Virtual portion
5 op
Mode of delivery
Distance learning
Unit
Faculty of Business and Hospitality Management (LAB)
Campus
Lahti Campus
Teaching languages
- English
Seats
0 - 40
Degree programmes
- Bachelor's Degree Programme in Hospitality Management, Tourism and Event Management (in Finnish)
- Language studies LAB
Teachers
- Matti Mäkelä
Scheduling groups
- Luennot (Size: 0. Open UAS: 0.)
Groups
-
LLTIMATLI20S
Small groups
- Luennot
Learning outcomes
Students are able to
- communicate in a professional manner both orally and in writing in careers in the travel, tourism and hospitality industries
- use and apply industry-specific English vocabulary in a variety of customer service situations
- understand how cultural differences affect global communication and customer service
Implementation and methods of teaching
This course is taught online via Zoom with possibly one or two in-person meetings during the course.
The focus is on developing oral skills and honing writing skills needed while working in the field of tourism.
Assignments will be done both individually and in groups, and often will include both written and spoken parts.
Timing and attendance
Spring term of 2022. Regular attendance on at least 80% of the lessons is required.
Learning material and recommended literature
Material provided by the teacher through Moodle.
Alternative completion methods
To be discussed on a case-by-case basis.
Learning environment
In-class lessons, assignments and theory material through Moodle.
Student time use and work load
5 ECTS, equivalent to 135 hours of work. Approximately 28 lessons (á 45 minutes) throughout the spring term.
Contents
Current topics of relevance to the hospitality field:
- business correspondence (using formal language, dealing with complaints, responding to customers’ reviews, writing memos for the staff, etc.)
- managing your staff (communication with your employees)
- events organization (event management, stages of event planning, communication with vendors)
- booking policies (reservation terms and cancellation policy; responding to cancellation requests; explaining the terms of package holidays)
- business meetings and negotiations (negotiating with vendors; professional meetings with your staff)
In addition to the above, a student is expected to participate in the group project.
Additional information for students: previous knowledge etc.
The course is taught at a B2 level according to the Common European Framework.
Assessment criteria
The course is evaluated on the basis of continuous assessment.
Active participation in all course activities impacts the course grade.
Assessment scale
1-5
Failed (0)
The student fails to complete one or more of the required assignments.
The teacher is unable to understand what the student is attempting to say in their writing or speech.
Assessment criteria: level 1 (assessment scale 1–5)
The student has a satisfactory knowledge of the course content.
The speech is understandable with some difficulty to follow. Interaction is mostly missing. The speech is hesitant, pauses are rather long and pronunciation mistakes sometimes make it hard to understand the message. The student uses only basic structures and makes some mistakes.
Written communication consists of simple expressions and there are plentiful mistakes. The language is clumsy, but the message is delivered.
Assessment criteria: level 3 (assessment scale 1–5)
The student has a good knowledge of the course content.
The student communicates in English well, interacts adequately and uses means of nonverbal communication. The speech is fairly easy to follow. The speech is fluent and clear, but pauses, hesitations and pronunciation mistakes may occur.
Written communication is quite fluent, clear and mostly correct. The structures and professional vocabulary are adequate to deliver the message. Minor mistakes occur concerning the genre and/or style.
Assessment criteria: level 5 (assessment scale 1–5)
The student has an excellent knowledge of the course content.
The student communicates in excellent English. Interaction is very skilful, and nonverbal communication effectively supports spoken words. The speech is targeted, extremely logical, relevant and consistent. The speech (language, pronunciation and intonation) is fluent, clear, accurate and naturally paced.
Written communication is very fluent and versatile. The student uses varied structures and extensive professional vocabulary, making occasional mistakes only in the most complex structures. The student can deliver the message effortlessly in the appropriate, genre-specific style.