BARRIERS TO ENGLISH COMMUNICATION AMONG HOTEL HOUSEKEEPING STAFF
Keywords:
English communication, Housekeeping staff, Listening and speakingAbstract
This research looks at the problems that housekeeping staff in a 5-star hotel in Bangkok have when they need to use English. Being able to communicate in English is very important for hotels to give good service to tourists from other countries. The research used a mix of methods. It used questionnaires with 21 staff, and it also interviewed 2 heads of the section and 3 other staff members. The research found that most of the staff have problems listening to and speaking English. This is especially true when they hear different accents or when people speak quickly. Also, many staff members are not confident in using the right words and grammar. This is a big problem. The research suggests that hotels should offer English training that focuses on speaking in real-life situations. They should also use different learning materials, like short videos. This will help staff to feel more confident and communicate with guests better.
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