The Hotel T.E.A.C.H. Project Curriculum was developed by LaGuardia’s Center for Immigrant Education and Training (CIET) with industry partner Sheraton Manhattan Hotel with funding from the U.S. Department of Labor. Lessons are intended for instructors serving non-native English speakers who are currently working or preparing to work in the hospitality industry.
The curriculum is keyed to the Equipped for the Future (EFF) role map and skill sets to show how the various skills taught in the curriculum relate to those workforce development competencies. The intent is to develop the skills necessary for immigrant workers to work successfully in the hotel industry, thus benefitting both the employer and the employee. Students are also encouraged to practice and use the behavioral skills outside work in their personal lives.
Hotel T.E.A.C.H. is designed to help develop English language skills, soft skills and technology skills, with the goal of helping an individual acquire a job in the hotel and hospitality industry. It is based on industry standards, implicit knowledge of the setting, Equipped for the Future (EFF) content standards, and the attainment of student goals. There are eight units that cover topics such as identifying learning goals, communicating with guests, working as part of a team, career advancement, and getting ready for an interview. Clear directions for implementation, handouts, material lists and teacher tips are included.
The curriculum addresses various skill areas using the following categories:
Cover Introduction and Acknowledgements Overview of Hotel T.E.A.C.H. Curriculum Unit List Unit 1: Identifying Your Learning Goals Unit 2: Greeting and Welcoming Guests Unit 3: Communicating with the Guests Unit 4: Explaining Hotel Services to Guests and Providing Information Unit 5: Understanding and Resolving Guest Problems Unit 6: Internal Customer Service Unit 7: Understanding Workplace Expectations Unit 8: Career Advancement and Getting Ready for the Interview Bibliography
Unit 1 Lesson 2: Edgar's Story Unit 1 Lesson 4: Barbara's Bad Day Unit 1: Spelling Guest's Names Unit 3 Lesson 4: Giving Directions Unit 4 Lesson 4: Taking Messages 1 Unit 4 Lesson 4: Taking Messages 2 Unit 4 Lesson 4: Dialogue Example Unit 5: Handling Complaints Unit 5 Lesson 3: A Housekeeping Problem Unit 5 Lesson 5: An Irate Caller Unit 5 Transcript Handling Complaints Unit 6 Lesson 4: Desk Clerk & Mr. Smith Unit 6 Lesson 4: Mr. Smith Transcript
“I learned how to communicate with guests. Before I couldn't do extra rooms. Now I take responsibility and can do more work. It is important to work together and have good relationships with co-workers and managers. I feel great about the program. I learned so much.” - Hotel TEACH student
“The people from this program now have a sense of ‘our company,’ understanding our guests and our business. They show enthusiasm and passion for their work. I see much more of that. They put in a lot of hard work and effort.” - Sheraton Hotel Manager