VACANA
School of Liberal Arts
Mae Fah Luang University
School of Liberal Arts
Mae Fah Luang University
ISSN: 2287-0903
This academic article analyzed the level of English communicative competence of hotel receptionists in countries where English is a foreign language, highlighting the challenges that affected their ability to provide effective service. The article adopted a qualitative content analysis approach to examine and synthesize existing literature published between 2002 and 2024, with a particular emphasis on the Thai context. Relevant peer-reviewed journal articles, academic reports, and studies were thematically analyzed using Canale and Swain’s (1980) communicative competence framework, which categorized language use into four key components: linguistic competence, sociolinguistic competence, strategic competence, and discourse competence. The findings revealed that hotel receptionists faced limitations in various areas, including vocabulary, grammar, speaking strategies, cultural awareness, and coherent organization of ideas—factors that hindered effective communication with international guests. Guided solutions are proposed, such as integrating English for Specific Purposes (ESP) courses into educational curricula and enhancing professional training programs. The article emphasizes the need for collaboration among educational institutions, industry stakeholders, and future hospitality professionals to strengthen communicative competence and improve service quality in EFL hotel contexts, especially in Thailand.
Arnó-Macià, E., Aguilar-Pérez, M., & Tatzl, D. (2020). Engineering students’ perceptions of the role of ESP courses in internationalized universities. English for Specific Purposes, 58, 58–74. https://doi.org/10.1016/j.esp.2019.12.001
Arunchai, K. (2020). A case study on the problems of using English among receptionists of a hotel in Sutthisan area Bangkok. [Master’s independent study, Bangkok University]. http://dspace.bu.ac.th/jspui/handle/123456789/4560
Basalamah, A., Ardani, E. G., & Fransisca, A. (2021). Communication challenges for foreign workers within multicultural hospitality working environment: Case front office of hotel X in Japan. International Journal of Social Science and Business, 5(1). https://doi.org/10.23887/ijssb.v5i1.32295
Blue, G. M., & Harun, M. (2003). Hospitality language as a professional skill. English for Specific Purposes, 22(1), 73-91. https://doi.org/10.1016/s0889-4906(01)00031-x
Bobanovic, M. K., & Grzinic, J. (2011). The importance of English language skills in the tourism sector: A comparative study of students/employees perceptions in Croatia. Almatourism, 2(4), 10-23. https://doi.org/10.6092/issn.2036-5195/2476
Canale, M., & Swain, M. (1980). Theoretical bases of communicative approaches to second language teaching and testing. Applied linguistics, 1(1), 1-47. https://doi.org/10.1093/applin/I.1.1
Chaichana, M., Chiaocharn, S., & Thongnern, S. (2017). English communication problems of receptionists at hotels in Nan in foreign tourists’ perspective. Proceedings of the 9th Rajamangala University of Technology National Conference (pp. 321-328).
https://repository.rmutr.ac.th/bitstream/handle/123456789/681/rmutrconth_35.pdf?sequence=1&isAllowed=y
Chaisarn, K. (2020). Problems in e-mail writing among Thai staff: A case study at a five-star hotel in Bangkok. [Master’s independent study, Thammasat University]. https://ethesisarchive.library.tu.ac.th/thesis/2020/TU_2020_6221040105_14283_14128.pdf
Chantanont, R. (2012). A study of problems and needs for English communication improvement of hotel front office staff at hotels in Bangkok. [Master’s thesis, Thammasat University]. https://digital.library.tu.ac.th/tu_dc/digital/api/DownloadDigitalFile/ dowload/81194
Charunsri, R. (2011). The needs and problems of English languages skills for the hotel front office staff in Chinatown, Bangkok. [Master’s thesis, Thammasat University]. https://digital.library.tu.ac.th/tu_dc/frontend/Info/item/dc:119951
Chen, W., & Tabari, S. (2017). A study of negative customer online reviews and managerial responses on social media - Case study of the Marriott Hotel Group in Beijing. Journal of Marketing and Consumer Research, 41, 53–64. https://shura.shu.ac.uk/19040/1/Wei%20 and%20I%20paper.pdf
Cherdchoo, A. (2023). A study of translation errors in English into Thai: Related causes and factors. Journal of Humanities and Social Sciences Surin Rajabhat University, 25(2), 13-27. https://so03.tci-thaijo.org/index.php/jhssrru/article/download/271087/179931/ 1079009
Commission on Higher Education Standards. (2024). The policy on improving the standards of English in higher education institutions 2024. https://www.ops.go.th/th/ches-downloads/edu-standard/ item/9625-2567
Dörnyei, Z. (2001). Motivational strategies in the language classroom. Cambridge University Press. http://doi.org/10.1017/CBO9780511667343
EF Education First. (2024). EF English proficiency index. Retrieved December 29, 2024, from https://www.ef.co.th/epi/regions/ asia/thailand/
Feinstein, A. H., & Parks, S. J. (2002). The use of simulation in hospitality as an analytic tool and instructional system: A review of the literature. Journal of Hospitality & Tourism Research, 26(4), 396–421. https://doi.org/10.1177/109634802237486
Fernández-Amaya, L., Hernández-López, M. D. L. O., & Blitvich, P. G. (2014). Spanish travelers’ expectations of service encounters in domestic and international settings. Tourism, Culture & Communication, 14(2), 117–134. https://doi.org/10.3727/109830414x 14133839512703
Gałajda, D. (2012). The concept of communicative competence in language learning. In W. D. Gabryś-Barker (Ed.), Readings in second language acquisition (pp. 143-160). Wydawnictwo Uniwersytetu Śląskiego.
Guntoro, Y. T. (2021). ESP course design for Indonesian hotel industry: Need analysis. English Learning Innovation, 2(2), 52–61. https://doi.org/10.22219/englie.v2i2.17041
Harris, Z. S. (1952). Discourse analysis. Language, 28(1), 1-30. https://doi.org/10.2307/409987
Hartley, P., & Bruckmann, C. G. (2002). Business communication. Routledge. https://dcomm.org/wp-content/uploads/2019/05/ Business-Communication-PDFDrive.com-.pdf
Hymes, D. (1972). On communicative competence. In J.B. Pride and J. Holmes (Eds.), Sociolinguistics: Selected Readings (pp. 269-293). Penguin.
Ivanov, S. & Zhechev, V. (2011) Hotel marketing. Zangador. https://papers.ssrn.com/sol3/papers.cfm?abstract_id=2271307
Jeong, K. (2018). Developing EFL learners’ communicative competence through multimedia-assisted language learning. Journal of Theoretical and Applied Information Technology,
(5), 1367-1376. https://www.jatit.org/volumes/Vol96No5/ 19Vol96No5.pdf
Kadam, R., Rao, S. A., Abdul, W. K., & Jabeen, S. S. (2020). Diversity climate perceptions and its impact on multicultural team innovation and performance. Measuring Business Excellence, 24(3), 301–318. https://doi.org/10.1108/MBE-04-2019-0037
Khan, R. M. I., Khan, M. S., Zia-Ul-Islam, S., & Khan, M. I. (2017). Role of communication skills in teaching learning process. Journal of Education and Practice, 8(11), 18-21. https://files.eric.ed.gov/ fulltext/EJ1131770.pdf
Klanrit, P. (2021). Teaching English speaking in EFL context. Udon Thani Rajabhat University Journal of Humanities and Social Science, 10(1), 95–106. https://so06.tci-thaijo.org/index.php/ hsudru/article/view/245909
Krizan, A., Merrier, P., & Jones, C. (2002). Business communication (6th ed.). South-Western College Publishing.
Lertchalermtipakoon, P., Wongsubun, U., & Kawinkoonlasate, P. (2021). Need analysis: English language use by students in the tourism and hospitality and Industry. English Language Teaching, 14(3), 59–71. https://doi.org/10.5539/elt.v14n3p59
Morrow, K. (1977). Techniques of evaluation for a notional syllabus. In C. J. Brumfit & K. Johnson (Eds.), The Communicative Approach to Language Teaching (pp. 143–157). Oxford University Press.
Paltridge, B. (2012). Discourse analysis: An introduction (2nd ed.). Bloomsbury Academic.
Pinsirikul, Y., Chuduang, W., Nunainam, T., Jantawong, L., & Tapnimit, V. (2023). English communication problems and solutions of Thai hotel staff working with foreigners in Phuket province. Journal of Liberal Arts, Prince of Songkla University, 15(2). https://doi.org/10.14456/jlapsu.2023.19
Prabhu, A., & Wani, P. (2015). A study of importance of English language proficiency in hospitality industry and the role of hospitality educators in enhancing the same amongst the students. ATITHYA: A Journal of Hospitality, 1(1), 56-63. https://doi.org/ 10.21863/atithya/2015.1.1.009
Prombut, S., Winaitham, W., Prakongchati, N., Phuwichit, K., Klomkaew, T., & Niyomkarn, P. (2024). The requirement of English communication skills of the hotel receptionists at Kamphaeng Phet province. The Journal of Sirindhornparithat, 25(1), 677-688.
https://so06.tci-thaijo.org/index.php/jsrc/article/view/268886/183355
Reguieg, N. B. (2020). Cultural conflicts at the hotel front desk: A case of English for tourism. Djoussour El-maarefa, 2(6), 663-675. https://doi.org/10.35645/1711-006-002-045
Rogers, C. R. (1951). Client-centered therapy: Its current practice, implications, and theory. Houghton Mifflin.
Rungchatupat, W. (2002). From now on, you will able to write and speak English. Vannasarn.
Sermsook, K., Nakplad, R., & Jantawong, L. (2021). Problems and needs analysis of English for tourism industry: A case of hotel staff in Phang Nga province, Thailand. Education Quarterly Reviews, 4(3), 73-82. https://doi.org/10.31014/aior.1993.04.03.319
Singtha, A., Fufueang, Y., & Rattanawong, A. (2019). Translingual practice of hotel front office in Khao San road. Proceedings of the 16th KU-KPS National Conference (pp. 1010–1021). https://kukr.lib.ku.ac.th/kukr_es/index.php/KPS_FLAS/search_detail/result/ 20009264
Souri, D., & Merç, A. (2021). Adult EFL learners’ drives to improve their English in private language schools. International Journal of Psychology and Educational Studies, 8(3), 92–102. https://doi.org/10.52380/ijpes.2021.8.3.322
Stanlaw, J. (2004). Japanese English: Language and culture contact. Hong Kong University Press.
Thai Hotels Association - Southern Chapter. (n.d.). Hotel standard. Retrieved August 15, 2024, from https://www.thaihotelsouth.org /hotel-standard/
Thammawong, J. (2017). English for hotel staff. Udon Thani Rahabhat University. https://portal5.udru.ac.th/ebook/pdf/upload/ 18rHvR3p8bHpZ1ARrfVZ.pdf
Thongsai, P., & Sitipragan, K. (2019). Problems in English communication for local tourism business in Khanom district, Nakhon Si Thammarat province. Ratchapruek Journal,
(3), 129-136. https://so05.tci-thaijo.org/index.php/ Ratchaphruekjournal/article/ view/210846/154187
United Nations World Tourism Organization. (2024). World tourism barometer and statistical annex, September 2024. World Tourism Barometer, 22(3). https://doi.org/10.18111/wtobarometereng
Walailak University. (2019). English for communication in tourism and hotel. https://ces.wu.ac.th/news/07/n27334.pdf
Western Languages Program. (2017). GEN1125 English for careers. Chiang Rai Rajabhat University. https://reg2.crru.ac.th/reg/files/20170831094841_5c1c7d5d3cd43b90454756a141148672.pdf
Widdowson, H. [Richard Smith]. (2017, September 22). BAAL (British association for applied linguistics) 50th annual meeting - Henry Widdowson [Video]. YouTube. https://www.youtube.com/watch?v=choufPZm1O8
Widdowson, H. G. (1978). Teaching language as communication. Oxford University Press.
Wiriyachitra. (2002). English language teaching and learning in Thailand in this decade. Thai TESOL Focus, 15(1), 4-9.
Yano, Y. (2011). English as an international language and ‘Japanese English.’ In P. Seargeant (Ed.), English in Japan in the Era of Globalization (pp.125-142). Palgrave Macmillan London. https://doi.org/10.1057/9780230306196
Yutthapirut, S. (2023). English language proficiency of hotel receptionists in hotel business in Bangkok. International Journal of Sociologies and Anthropologies Science Reviews, 3(3), 233–238. https://so07.tci-thaijo.org/index.php/IJSASR/article/view/2861/1851
