Needs analysis on English communication for hotel food and beverage staff

Name: Phimphat Phannukit

keyword: Needs analysis

; Communication skill

; Hotel food and beverage staff

; Speaking Listening

Abstract: English communication for hospitality professionals is crucial to facilitate effective communication with customers, meet their needs and provide positive customer experiences. The purpose of this study is to investigate the needs for English communication skill of hotel food and beverage staff in terms of necessities and wants in order to provide further suggestions or guidelines for developing English communication courses. The participants were 30 hotel food and beverage staff working in hotels in one of the top destinations near Bangkok, Thailand. The data were collected through an online-based questionnaire consisting of five-point Likert scale questions with an open-ended section. In this research study, data analysis involved the utilization of various statistical measures, including frequency, percentage, mean scores, and standard deviation. These calculations were employed to assess and interpret the data collected for the research. The results indicated that both listening and speaking skills were at the highest level of necessities. In terms of communication skills and tasks, listening to customers’ specific information about food allergies and preferences, apologizing for mistakes and using figures such as prices, expenses, telephone numbers and addresses, and expressing times were the highest necessities. With regard to the wants to improve English communication skills, all participants preferred to be provided with English skill training. It was found that the majority of participants preferred to study with both Thai and foreign teachers, with the learning activities in the form of pair work and workshop. The conclusion of this study was that any course provided for hotel food and beverage staff should emphasize the necessities and wants of listening and speaking skills. The participants’ preferences and suggestions provide valuable insights for designing English training programs tailored to the specific needs

Thammasat University. Thammasat University Library

Address: BANGKOK

Email: preserv@tu.ac.th

Name: Rungsima Jeanjaroonsri

Role: advisor

Created: 2022

Modified: 2024-02-01

Issued: 2024-02-01

วิทยานิพนธ์/Thesis

application/pdf

DOI: 10.14457/TU.the.2022.1233

eng

DegreeName: Master of Arts

Level: Master's Degree

Descipline: English Language Teaching

Grantor: Thammasat University

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