An analysis of Needs, Abilities, and Forms in Using English for Communication of Front Desk Staff in the New Normal: A Case Study of Hotels and Resorts in Nakhon Nayok Tourist Attractions

Abstract

           The purposes of this research were: to identify the needs, abilities and forms using English for communication of hotel front desk staff in Muang District, Nakhon Nayok Province. Participants in this study were 58 front desk staff from the hotels/resorts in Muang District, Nakhon Nayok Province. The research instruments used was a five rating scale questionnaire, a pretest-posttest English capability measurement, and self-access learning program. A mixed methodology was applied with both quantitative and qualitative studies. Quantitative collected data was analyzed by descriptive statistics using percentage, mean, S.D., paired sample T-Test for pre-posttest, including  one-way ANOVA, while other qualitative data were analyzed through interview questions. The research revealed that: 1) the posttest learning achievement was significantly higher than that of the pre-test with the significant level at 0.5, 2) the staff’s overall satisfaction levels towards the self-access learning program were at the high level. In addition, the research results reflected that the hotel front desk staff understand English in low level, especially speaking skill. Therefore, the English oral communication courses should be provided to improve the potential of front desk staff for offering sustainable services in the future.