Ms. Sitti TAN, an alumnus of the Department of Integrated Resort and Tourism Management, was invited to give a keynote lecture on “English Communication Skills in the Service Industry” for the 2023 EWCC Communication Month Presents on March 29. Ms. Sitti shared her experience with the students in a pleasant manner, beginning with her personal English learning journey and professional experience in the service industry, and explored the potential benefit of English in the workplace.

Ms. Sitti TAN received her Bachelor’s degree in Hospitality and Gaming Management in 2019 from the University of Macau. Prior to becoming Associate Market Manager of Expedia Shenzhen, she had extensive experience in hospitality operations and management at Banyan Tree Macau, the Peninsula Hong Kong, and the Peninsula Beijing. She addressed practical skills in speaking and writing English in the service sector in her presentation, emphasizing the necessity of effective language communication skills in maintaining relationships with guests and coworkers. Through Ms. Sitti’s presentation, the students also obtained an insight of the professional paths of both the hotel sector and the OTA segments.

Ms. Sitti TAN actively guided the students’ thinking throughout the discussion session by borrowing the service recovery principles summarized by herself. She provided genuine hotel industry customer scenarios, and vividly described the whole process of effective service recovery. During the presentation, the students asked questions regarding the hotel and marketing industries, to which Ms. Sitti responded honestly. Through this lecture, students realized the necessity of English learning for their future career paths and developed a better grasp of the use of language arts in the service sector.

Source for news: English Language Centre, FAH