Asian Institute of Research, Journal Publication, Journal Academics, Education Journal, Asian Institute
Asian Institute of Research, Journal Publication, Journal Academics, Education Journal, Asian Institute

Education Quarterly Reviews

ISSN 2621-5799

asia institute of research, journal of education, education journal, education quarterly reviews, education publication, education call for papers
asia institute of research, journal of education, education journal, education quarterly reviews, education publication, education call for papers
asia institute of research, journal of education, education journal, education quarterly reviews, education publication, education call for papers
asia institute of research, journal of education, education journal, education quarterly reviews, education publication, education call for papers
crossref
doi
open access

Published: 15 July 2021

Problems and Needs Analysis of English for Tourism Industry: A Case of Hotel Staff in Phang Nga Province, Thailand

Kanyakorn Sermsook, Rattaneekorn Nakplad, Ladawan Jantawong

Rajamangala University of Technology Srivijaya, Thailand

asia institute of research, journal of education, education journal, education quarterly reviews, education publication, education call for papers
pdf download

Download Full-Text Pdf

doi

10.31014/aior.1993.04.03.319

Pages: 73-82

Keywords: English Skills, Hotel Staff, Needs, Problems, Tourism

Abstract

Tourism is an important industry that has created a lot of income for many nations, including Thailand; therefore, it is essential to increase its potential as a more sustainable and successful industry, in particular to support a sustainable recovery of nations’ economies after a tough situation like Covid-19. The present study was carried out to investigate tourism staff’s problems and needs for using English at work and to explore their needs for improving English for their work. The participants were 200 hotel staff in Phang Nga Province, Thailand. Data were collected through a 5-point Likert scale questionnaire and a semi-structured interview. Quantitative and qualitative methods were employed for data analysis. The findings showed that in general, the hotel staff’s problem in using English at work was at a moderate level (M=2.76, S.D.=1.11). They had English writing problems the most. They found it very difficult to write letters or e-mails in English. Regarding their needs for using English, it was found that every English skill was rated at a high level (M=3.75, S.D.=1.11), and English speaking was the most necessary. The hotel staff reported that they had to speak English to welcome, greet and say good-bye to foreign guests. Pertaining to their needs for improving English, overall, the hotel staff needed to improve their English skills at a high level (M=3.85, S.D.=0.98). They highly needed to improve their English use in every aspect, especially English listening. Based on the interview information, English courses, handbooks or applications relating to English for hotels are truly needed for their English use improvement.

References

  1. Aunruen, R. (2005). Needs analysis of English for travel agents in Chiang Mai. (Unpublished master’s thesis). Kasetsart University, Bangkok, Thailand.

  2. Chaichana, M., Cheawchan, S. & Thongnen, S. (2017, August).English communication problems of receptionists at hotels in Nan in foreign tourists’ perspective. Paper presented at the 9thRajamangala University of Technology National Conference: Creative RMUT and Sustainable Innovation for Thailand 4.0, Bangkok,Thailand.

  3. Cheenatrakoon, R. (1995). Education research methodology. Bangkok: Pappim Publisher.

  4. Chumchaiyo, N. M. (2002). No matter how hard I study English, I fail to speak it 2. Bangkok: Sudsapda.

  5. Dejkunjorn, S. (2005). Identifying the English language needs of Thai pilots. (Unpublished master’s thesis). Kasetsart University, Bangkok, Thailand.

  6. Economics, Tourism and Sports Division. (2020). Tourism situations in December 2019. Retrieved from https://www.mots.go.th/download/article_20200123132729.pdf

  7. Firharmawan, H. & Andika, A. (2019). Needs and problems in English for hospitality industries: a case study of the hotel employees at Meotel hotel Kebumen. Journal of English Language Learning, 3(2), 61-67.

  8. Hymes, D. H. (1972). On communicative competence. In J. B. Pride and J. Holmes (Eds.) Sociolinguistics. Selected readings (pp. 269-293). Harmondsworth: Penguin.

  9. Industrialnews. (2020). Tourism industry: Thailand profitable business. Retrieved from https://industrialnews.com/tourismindustry

  10. Ingwersen, C. (2019). The importance of English in the hospitality industry. Retrieved from https://accent.gg/the-importance-of-english-in-the-industry/

  11. Kalasin, S. & Charumanee, N. (2014). Problems in using English of Thai hotel front desk staff in tourist attractions of southern Thailand in the move towards ASEAN Economic Community 2015. Paper presented at the NationalConference on Humanities and Social Sciences 2014, Chonburi, Thailand.

  12. Kalasin, S. & Charumanee, N. (2015). English needs of Thai hotel front desk staff in tourist attractions of southern Thailand in the move towards ASEAN Economic Community 2015. Journal of Liberal Arts, Prince of  Songkla University, 7(2), 1-22.

  13. Kamwiset, B. (2017). Receptionists’ English language proficiency in hotels and accommodations in Phuket province. Journal of Humanities and Social Sciences, 3(3), 25-35.

  14. Kijpoonphol, W. & Linh, N. D. (2021). Needs of front office staff’s English communication skills. Journal of Thai Hospitality and Tourism, 16(1), 92-105.

  15. National News Bureau of Thailand. (2021). Phang Nga province and tourism sector ask to receive 300,000 doses of vaccine in preparation for Phang Nga Prompt. Retrieved fromhttps://thainews.prd.go.th/th/news/detail/TCATG210514202922058

  16. Phang Nga Statistical Office. (2017). An analysis and summary on Phang Nga tourism from standard information. Retrieved from http://phangnga.nso.go.th/index.php?option=com_content&view=category&id=83&Itemid=580

  17. Piriyasilpa, Y. (2014). English language needs of tourism industries in Khon Kaen province. Journal of Thai Hospitality and Tourism, 9(2), 16-30.

  18. Pochakorn, R., Chantarangkul, V. & Sermsook, K. (2018, July). Problems and needs analysis in English use of staff at the international airports in the south of Thailand.Paper presented at the 3rdInternational Symposium on Innovative Education and Technology ISIET 2018: Innovative Education for Globalization in 21stCentury, Pathum Thani, Thailand.

  19. Pochakorn, R. & Homhual, B. (2018, March). An English manual guide for enhancing effectiveness in English

  20. communication in response to food and beverage entrepreneurs’ needs at Kiriwong village in Lan Saka district, Nakhon Si Thammarat province.Paper present at the 5thSymposium of International Languages and Knowledge: SILK 2018, Nakhon Si Thammarat, Thailand.

  21. Prachanant, N. (2018). English communication strategies employed by the hotel staff members in Buriram  province. College of Asian Scholar Journal, 8(special), 457-467.

  22. Sahawatthanapong, P. (2018). English for Hotel Business. Bangkok: Inspire Publisher.

  23. Srichaiwong, P. & Jantharaviroj, W. (2018). The development of English potential for tourism of horse-carriage drivers in Lampang province. Nakhon Lampang Buddhist College’s Journal, 7(2), 295-309.

  24. Tanwapitak, P. Nilmanee, M. & Poonkaew, N. (2013). Problems and needs in developing English skills for communication with foreign tourists of shopkeepers at Hat-Yai international airport. (Unpublished term paper). Rajamangala University of Technology Srivijaya, Songkhla, Thailand.

  25. Thansetthakij. (2019). Top10 provinces making money from inbound and outbound tourism. Retrieved from https://www.thansetthakij.com/content/business/411965

  26. The Office of Strategy Management, Andaman. (n.d.). The development plan for the Andaman coastal provinces during 2018-2021. Retrieved from https://www.osmsouth-w.moi.go.th/submenu.php?page=163&I=th

  27. Thongsai, P. & Sittipragan, K. (2019). Problems in English communication for local tourism business in Khanom district, Nakhon Si Thammarat province. Ratchaphruek Journal, 17(3), 129-136.

  28. Yutthapirut, S., Akkarathanawayamon, W. & Chusai, Y. (2016). Problems in using English of the front desk staff in the hotel business, Phuket province. Retrieved from https://www.northbkk.ac.th/research/themes/downloads/abstract/1552441380_abstract.pdf

  29. Wiriya, N. (2017). English for communication in hotel business. Bangkok: Active Print Co., Ltd.

  30. World Tourism Ranking. (2021, June 5). In Wikipedia, the free encyclopedia. Retrieved June 5, 2021, from https://en.wikipedia.org/wiki/World_Tourism_rankings