THE DEVELOPMENT OF A TEACHING ENGLISH LESSON PLAN BASED ON MARRIOTT STANDARDS FOR THE FRONT OFFICE DEPARTMENT AT SMA KARYA WISATA

Dewi, Komang Manik Listia (2026) THE DEVELOPMENT OF A TEACHING ENGLISH LESSON PLAN BASED ON MARRIOTT STANDARDS FOR THE FRONT OFFICE DEPARTMENT AT SMA KARYA WISATA. Undergraduate thesis, Universitas Pendidikan Ganesha.

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Abstract

This study aims to develop an English teaching lesson plan based on Marriott Standards for eleventh-grade students of SMA Karya Wisata Penarukan in response to the gap between general English materials and the specific communicative needs of the hospitality industry, particularly in the Front Office department. The study employed an English for Specific Purposes (ESP) approach integrated with authentic Front Office Standard Operating Procedures (SOPs) from Marriott International and applied the Design and Development (D&D) model proposed by Richey and Klein (2007), consisting of analysis, design, development, and evaluation stages. A needs analysis was conducted through classroom observations, document analysis, and interviews with the English teacher to identify students’ learning needs and challenges. Based on the findings, an ESP-based English teaching Lesson Plan was developed covering key Front Office topics, including reservations, check-in and check-out procedures, guest complaint handling using the LEARN model, and courtesy calls. The Lesson Plan was validated by two experts in ESP and hospitality education, resulting in an overall mean score of 4.55, categorized as excellent, indicating high relevance, instructional quality, practicality, and alignment with Marriott Standards. The findings suggest that the developed Lesson Plan is feasible and effective in enhancing students’ professional communication skills in Front Office contexts.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: English for Specific Purposes, Teaching Lesson Plan Development, Front Office, Marriott Standard, Hospitality Education.
Subjects: L Education > L Education (General)
L Education > LC Special aspects of education
Divisions: Fakultas Bahasa dan Seni > Jurusan Bahasa Asing > Program Studi Pendidikan Bahasa Inggris (S1)
Depositing User: KOMANG MANIK LISTIA DEWI
Date Deposited: 28 Jan 2026 04:34
Last Modified: 28 Jan 2026 04:34
URI: http://repo.undiksha.ac.id/id/eprint/27852

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