INVESTIGATING A COMPETENCY-BASED ENGLISH COMMUNICATION OF HOTEL EMPLOYEE: A NEED ANALYSIS STUDY
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Abstract
This study aims to examine the communication needs and explore the English language competencies required by hotel employees, particularly those working in front-line departments such as reception, concierge, bell service, and restaurant staff. The participants are divided into two groups: 20 hotel employees and 2 senior hotel managers. The hotels studied range from 3-star to 5-star quality. A mixed-method approach was employed, combining both quantitative and qualitative data collection.
The quantitative analysis reveals that English language proficiency; terms and vocabulary, accents and level of language used in hospitality industry and professional skills related to the hospitality industry; service mindset, problem solving skills and personality are the most pressing issues in this environment. However, the qualitative analysis shows that while hotel employees generally possess adequate English skills for the hospitality sector, they lack specific skills needed for each department and exhibit a deficiency in cultural awareness, which is crucial in their roles.
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