The weekly column

Article 33, October 2000

Palm Tree Hotel

Suggestions for a CALL lesson

by Rolf Palmberg

The purpose of the lesson plan outlined below is to suggest ways in which a CALL program entitled Palm Tree Hotel (click to download) can be used with EFL learners to practise checking-in and checking-out routines at a small hotel.

Pre-computer work

  • Write the words "hotel reception" on the blackboard and ask the learners individually to prepare a list of all relevant information needed in order to check in at and out from a hotel. After a couple of minutes, ask the learners to compare their lists with each other in pairs or in groups of three.
  • Pre-teach or revise the vocabulary items, set phrases, and grammar points needed for the computer session, using the information provided by the learners and/or textbook dialogues that involve typical hotel check-in and check-out situations.
  • Next, ask the learners to prepare and practise some model dialogues in pairs.

Computer work

  • Start the Palm Tree Hotel program and allow the learners five to ten minutes to get acquainted with the four basic options that are available to them. Ask them for example to register one or two new guests (and to make sure that they have actually become registered) and to check out one or two guests (and to make sure that they are no longer registered as guests).
  • Restart the program and divide the learners into two groups. Let one group assume the role of receptionists (there should be one computer set for each receptionist) and the other group that of tourists. Give the latter group one assignment card per learner from a pack of pre-prepared cards. Ask the learners to carry out their assignments as quickly and efficiently as possible and then come back for a new card. Walk around in the classroom observing learners and reminding them, whenever necessary, that all conversation must be carried out in English.
  • If there are fewer computers than required or if the number of learners is very large, other service points could be created in the classroom, for example a bank, a travel agency and an information desk. The assignments must of course take this into consideration so that all learners will be activated in a purposeful way.

Post-computer work

  • Invite the learners to prepare brief oral stories about the guests and receptionists that they met during the computer session and to share their experiences with their classmates (preferably in small groups): "Today I had a guest who ...". This could also be done in the form of pair work with one learner playing the part of a reporter and the other one that of a receptionist or hotel guest.
  • Tell the learners that they are going to work with the same computer program again the next time. For homework, ask them to prepare new assignment cards and to bring the cards with them.

Palm Tree Hotel - about the program

Palm Tree Hotel simulates the work of a receptionist at a small family hotel somewhere in England. Operating the program is very straight-forward as there are only four options available to the learners:

  1. PRICE LIST
  2. ROOM & CUSTOMER LIST
  3. CHECK-IN
  4. CUSTOMER DATA & CHECK-OUT

Option 1 displays the current room and meal prices. Option 2 shows which rooms are vacant and which are occupied by which hotel guests. (This information is automatically updated when guests are registered or checked out.) Option 3 allows the receptionist to register hotel guests, whereas Option 4 allows him or her to check the data given by specified hotel guests and, if appropriate, to check the guests out.

Ten sample assignment cards

  • Your name is Catharine Morris and you come from Liverpool. Go to one of the hotels and ask for a single room. Check in for three nights.
  • Your name is Nathalie Robertson. Go to one of the hotels, ask for your bill and check out.
  • Your name is Marion Lee. Check out from the hotel. Ask for an itemised invoice and complain about the noise from the traffic.
  • You are looking for Catharine Morris. Go to all hotels until you find the one where she is staying. Check in at the same hotel, but change rooms so that the two of you can get a double room.
  • Your name is Marion Lee. You have forgotten which hotel you are registered in. Check with all hotels until you find the correct one.
  • Your name is Douglas Morrison. Go to the reception and say that you are not happy with your single room and that you want a double room instead. If the hotel has not got any vacant double rooms you must check out and try another hotel.
  • Go to one of the hotels and release the receptionist.
  • Go to all hotels and ask for a list of all hotel guests that come from, say, Liverpool. If there are such hotel guests, find out who they are and how long they are staying.
  • Check out from the hotel. Tell the receptionist that you have no cash, but say that you are willing to come back and pay after you have been to a bank. If he or she does not accept your proposal, try to borrow money from another hotel guest.
  • You represent a group of four people. Go to three different hotels and ask for the number of guests. Then check in at the hotel which has the smallest number of guests.

FOR THE TEACHER

The above assignments are only given as examples. It is important that the assignment cards have been carefully designed and that they are available in sufficient numbers. It is also important to keep the learners active. If for example there is a queue in front of a reception desk, the teacher could tell the learners to make conversation with each other while queueing ("Who are you?", "Where do you come from?", "How long have you been here?" etc.).

The situation of the receptionist is in most cases more stressful than that of the guest. Even if the time factor is of minor importance, it is clear that some degree of speediness is required from the receptionist at the computer keyboard. This speediness is put to the test especially in cases where queues emerge and where the receptionist must attend to the guests both correctly and efficiently. His or her language skills are further put to the test in cases where the guests have unusual names or unexpected requests. The teacher could also tell the learners not to show their assignment cards to anyone, which would for example force them to spell out their names when registering.

For more information on Rolf Palmberg, the author, please click here.

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