The Use of English Language in Tourism Workplaces in Pakmeng Beach Area, Trang Province
Keywords:use of English language, tourism workplaces, hotel and resorts, tour operators
This research was conducted (1) to explore English language skills used by front desk staff in tourism workplaces in Pakmeng beach, Trang province, Thailand (2) to identify the frequency of English languages skills used by the front office staff in tourism workplaces and (3) to investigate the interests and needs in improving English language skills by front office staff. By purposive sampling, the samples consisted of 40 front office staff of hotels, resorts and the tourism agencies in Pakmeng beach, Trang province. The questionnaire was collected and analyzed by descriptive statistics using percentage, frequency, Means and Standard deviation. The major findings revealed that listening was the most common skill used by employees, followed by speaking, reading and writing skill. English listening skills such as listening to customers’ questions and giving information about hotels/tour services were frequently used by the employees in the tourism workplaces. The most three common interests and needs to improve English language were vocabulary relating to hospitality and tourism, followed by giving information about hotel services and tour services and giving information about tourist attractions. The findings from semi- structured interviews showed that most of the employees considered that the English language was a vital part of their job and had become a core criteria for their career in tourism workplaces, especially listening and speaking skills. Therefore, they wanted to improve their English speaking and listening skills with respect to accommodation booking , tourist attraction information , price quotation and general conversation.
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