Developing a theme-based language course for hotel front-line staff / Rohayu Mohd Yunos..[et al.]

This paper reports on a project to develop an ESP (English for Special Purposes) course for a
group of hotel front-line staff at an island resort in Malaysia. The course makes use of a theme-
based module focusing on language associated with host-guest interaction. The paper describes
in detail three phases of the project as well as the results of the needs analysis. Qualitative and
quantitative data were gathered through questionnaires and observations. Findings indicate that
multifunctional language skills are needed for the hotel staff particularly in relation to
understanding and giving information, asking questions and practicing simple hospitality
etiquette. Furthermore, activities to enhance staff confidence in speaking English are also equally
important. The paper concludes with some practical implications for ESP teachers and trainers
who wish to develop an English Language training module for hotel staff.