i

EPIGRAPH

“It has been, and continues to be, our responsibility to fill the earth

with the light and warmth of hospitality ”

CONRAD HILTON
 ii

DEDICATION

To my dear parents, Aaron AMATU and Lydie TOMA TOMA who are
the cause of my existence in this life, the first ones to have guided me
towards the path of school, for all their sacrifices, their love, their
tenderness, their support in prayers and advice, their patience
throughout my studies

To my big sisters who supported us financially to get here.

Please accept my love and gratitude.

 iii

IN MEMORIAM

We remember, on this day, our late Ma NDOYI ROGINA AMATU

MUKANDEY and AMEDEE AMATU MUKUIBI whom fate snatched
from this earth while we still needed their affections.

May your souls rest in peace and may the land of our ancestors be sweet
and pleasant to you.
 iv

ACKNOWLEDGEMENTS

At the end of our academic cursus at the Faculty of Arts and Human
Sciences, Department of English civilization of the University of
Kinshasa, the opportunity is presented to us to know how to thank all
those who supported us to succeed. Without the contribution of some and
others, this work would not have seen the day in its current form.

We would like to thank the Lord our God for having given us his
breath of life for free and for having enlightened our intelligence in the
field of computer science, network branch so that we present this work,
such as it is.

We pay a debt of gratitude to our Director, Professor Raymond

SANGABAU MADIAMBWEL, for having accepted to direct this work
with sagacity, despite his varied occupations.

We would like to express our special thanks to Augustin TADIAMBA

PAMBI for his intellectual contribution to the success of this work, from
its genesis to its completion.

I thank my best friend, John MAKASY KATANY for his support in

various ways.

Our feeling of gratitude is also addressed to our friends with whom

we fought alongside each other, among others: Celine KASHIKI, Dorcas
MAMPUATA, Marina Jolypape, KIESE Nathanael, Zoé MUNIONIO,
KATUNDA Grace.

Finally, we would like to thank all those whose names do not appear
on this page for their contribution, either directly or indirectly.

May the realization of this scientific work be the proof of our

common success.

AMATU PUNGUSA Rogina

 1

0. INTRODUCTION

0.1. Problem

Nowadays, English has become a language of business. In hospitality places it plays an

important role. It helps for communication. So business, science, information technology,
entertainment and so on are the areas in which English cannot be avoided. The use of English
in multilingual places like hotels, restaurant strengthens and builds relationship with English
speaking clients attending them. That’s why it is required to hostess in DRC to use it for tying
relationship with their customers.

However, there is a problem which is deciphered in Congolese hostess. It is noticed that

English language is less used by Congolese hostess knowing that 80% of people attending
them are from English speaking countries. So not only, they lose opportunities which could
be opened to them through those people, but also they are unable to understand the real need
of the customers because the communication is poor due to not knowing English and it leads
quickly to a failure in maintaining a good climate of exchange between them and their
customers.

So, our problem turns around the following questions:

 What is the perception of Congolese hostess concerning the use of English in their
professional domain?

 Does English occupy an important place in the work of Congolese hostess?

0.2. Hypothesis

- Referring to our problem posed above, we assume that Congolese hostess has wrong
or a partial perception of the role of the English language.

- A second hypothesis is that English occupies an important place in hostess work place
in Congo.
 2

0.3. Objectives

The pursued objectives in this work are the followings:

- determining the relationship between English communication skill and employability
in hospitality industry.
- gauging the need and motivation of Congolese hostess towards enhancement of
English language.

- identifying the measures to be undertaken by the hotels in DRC to address the

problem.

0.4. Choice and interest of the topic

The choice of this subject is based on our desire to learn about English for the specific
purpose in hostess work place such as hotels and borders.

The interest pursued in this work is twofold.

Firstly, from a scientific point of view, this subject is an opportunity for us to add a plus to
the hotel industry. Thus, future students who would like to work on a theme equivalent to this
one, will benefit from the information related to it thanks to this work in case of need and it
will serve as a reference in this activity.

Finally, from a societal point of view, this work is of utmost importance for companies
operating in the hotel industry as it is a tool that is provided to them so that they can use it to
understand the importance of the use of English by the employees in their workplace,
especially the hostesses. Thus, hotel managers, training officers will have a new conception
of English and will make it a channel for regenerating profits, a way to keep English-
speaking customers in their hotel and why not find satisfaction when communication is done
in English with different employees of the hotel.
 3

05. Research methodology

1. Collection of Data

The primary data required for the research was collected using the following technique:

 Data collection tool: survey questionnaire

In order to cover the objectives, relevant questions were drafted and handed over to the
concerned sample to obtain their responses.

2. Sample Design

The nature each of the two distinct respondent groups is more of less homogeneous in nature.
Two distinct respondent groups were identified:

 Hotel HR / Training heads

 employees of different hotels in Kinshasa

Apart from the above mentioned tools the relevant secondary data for the research was
collected from journals, internet and books.

0.6. Limitation of the work

1. This study is purely based on the information sourced from hotel managers and employees
especially hostess at some hotels in Kinshasa.
2. The study is conducted in the current scenario and the opinions, perception and
expectations of the respondents may differ with time.
3. The study is purely on the basis of the sample. The sample’s limitations in terms of their
maturity, understanding and exposure may be carried forward in the study.

0.7. Outline of the work

Apart from the introduction and the conclusion, this work is divided into three chapters:

- the first chapter deals with conceptual and theoretical framework;

- the second chapter is about the presentation of the study field;
- and as for the last chapter, we have the study on the use of English in DRC’S Hostess
profession.
 4

CHAPTER I. CONCEPTUAL AND THEORETICAL FRAMEWORK

Section I. Conceptual framework

I.1 .English language

 The English (plural noun): the people of England (https://www.englishclub.com/what-

is-english/, 2021). As an adjective, the term is related to England or its people (or the
language). As a languge, English is a language—originally the language of the people
of England. Today, English is the main language of the United Kingdom, Ireland, the
United States of America, Canada, Australia, New Zealand and more than fifty other
countries. (Interestingly, until as recently as 2017 English was NOT the official
language of the USA, although it had long been the official language of several US
states.).( www.englishclub.com, op.cit)

Worldwide, there are over 400 million native speakers of English, and over one billion more
people speak it as a second language. English is probably the third language in terms of
number of native speakers (after Mandarin and Spanish); and probably the most widely
spoken language on the planet taking into account native and non-native speakers.

Consequently English is sometimes described as a "world language" or a "global lingua

franca". It is the world's most widely-used language in international business and
telecommunications, newspaper and book publishing, scientific publishing, mass
entertainment and diplomacy.

English uses a writing system based on the classical Latin or Roman alphabet—the English
alphabet with twenty-six letters that have:

Small or lowercase forms a b c d e f g h i j k l m n o p q r s t u v w x y z and Capital or

uppercase forms A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

English belongs to the West Germanic group of Indo-European languages. Much of its
vocabulary is Germanic, heavily influenced by Latin and French, though it has also borrowed
many loanwords from other languages all over the world, for example:

 mattress, algebra (from Arabic)

 tulip, jackal (from Turkish)
 5

 bazaar, caravan (from Persian)

 shampoo, dungarees (from Hindi)
 fjord, ski (from Norwegian)
 kayak, igloo (from Eskimo)
 mosquito, siesta (from Spanish)
 soprano, casino (from Italian).( https://www.englishclub.com/what-is-english/, on 8th
dec., 2021 at 8h00).

I.1.2.History of English

This page is a short history of the origins and development of the English language

The history of the English language really started with the arrival of three Germanic tribes
who invaded Britain during the 5th century AD. These tribes, the Angles, the Saxons and the
Jutes, crossed the North Sea from what today is Denmark and northern Germany. At that time
the inhabitants of Britain spoke a Celtic language. But most of the Celtic speakers were
pushed west and north by the invaders - mainly into what is now Wales, Scotland and Ireland.
The Angles came from "Englaland" [sic] and their language was called "Englisc" - from
which the words "England" and "English" are derived.(https://www.englishclub.com/history-
of-english/ 30th November 2021 at 9h00 )

Germanic invaders entered Britain on the east and south coasts in the 5th century

I.1.3.Old English (450-1100 AD)

The invading Germanic tribes spoke similar languages, which in Britain developed into what
we now call Old English. Old English did not sound or look like English today. Native
English speakers now would have great difficulty understanding Old English. Nevertheless,
about half of the most commonly used words in Modern English have Old English roots. The
words be, strong and water, for example, derive from Old English. Old English was spoken
until around 1100.

I.1.4.Middle English (1100-1500)

 6

In 1066 William the Conqueror, the Duke of Normandy (part of modern France), invaded and
conquered England. The new conquerors (called the Normans) brought with them a kind of
French, which became the language of the Royal Court, and the ruling and business classes.
For a period there was a kind of linguistic class division, where the lower classes spoke
English and the upper classes spoke French. In the 14th century English became dominant in
Britain again, but with many French words added. This language is called Middle English. It
was the language of the great poet Chaucer (c1340-1400), but it would still be difficult for
native English speakers to understand today.

I.1.4.Modern English

I.1.4.1.Early Modern English (1500-1800)

Towards the end of Middle English, a sudden and distinct change in pronunciation (the Great
Vowel Shift) started, with vowels being pronounced shorter and shorter. From the 16th
century the British had contact with many peoples from around the world.

This, and the Renaissance of Classical learning, meant that many new words and phrases
entered the language. The invention of printing also meant that there was now a common
language in print. Books became cheaper and more people learned to read. Printing also
brought standardization to English. Spelling and grammar became fixed, and the dialect of
London, where most publishing houses were, became the standard. In 1604 the first English
dictionary was published.

I.1.4.2.Late Modern English (1800-Present)

The main difference between Early Modern English and Late Modern English is vocabulary.
Late Modern English has many more words, arising from two principal factors: firstly, the
Industrial Revolution and technology created a need for new words; secondly, the British
Empire at its height covered one quarter of the earth's surface, and the English language
adopted foreign words from many countries.
 7

I.2.The Importance of the English Language in the World

“Language is the blood of the soul into which thoughts run and out of which they grow”.
(Oliver Wendell Holmes).

Language is a vital tool for communication. It is not only a means of communicating thoughts
and ideas, but it builds friendships, economic relationships and cultural ties. We can
communicate only with signs without language. More over a language distinguishes the
differences and also celebrates the uniqueness of cultures in a country or in a region or in a
community. A Language shapes the way people perceive the world and it also helps to define
culture of any society. Any language is a gift the knowledge of more than one language
makes a man more efficient and skilful in many ways. It opens our minds and guides us into a
magical world of fancies and dreams. To certain the proper learning of language helps us to
develop ourselves, our minds, and also our personality. Human language is unique because it
is a symbolic communication system that is learned instead of biologically inherited for some
people.( UKEssays. (November 2018). The Importance of the English Language in The
World. Retrieved from https://www.ukessays.com/essays/english-language/the-importance-
of-language-in-the-world-english-language-essay.php?vref=1)

I.3.Functions of Language:

The author groups language functions in three groups:

I.3.1. Informative function:

The primary function of a language is to communicate any information. This function accepts
or denies assumptions such as the scientific fact or the factual statements. This function helps
us to state the logical facts clearly.

I.3.2. Expressive Function:

The secondary function of a language is to convey the feelings or emotions or attitudes of

somebody. We have poetry and other forms of literature in order to express our inner feelings
in a better way. They evoke our feelings and also express our feelings.

I.3.3. Directive Function:

 8

This function of language directs us to do some action. We come across directive function in
requests and commands.

Hence it is proved that language plays an important role in different walks of life.

I.4.Importance of English:

English is considered as the first global Lingua Franca. In today’s modern world the English
language has become part and parcel of every existing field. It is an international language of
communication, business, science, information technology, entertainment and so on. Earlier
everyone is considered to be literate by their degrees and diplomas, but the knowledge of
English language makes an individual literate in today’s world. Though many countries do
have English as their native language, those who have the command over the English
Language are considered and respected as highly educated people. Moreover ocean of career
opportunities is opened to those English speaking people anywhere and everywhere. It has
become the working language and also an inevitable requirement for a number of fields,
professions such as computing and medicine.

In today’s world of globalization, we have to get knowledge of advanced technologies and all
kinds of branches of Science. There is an urgent requirement of such a common language
which can be understood by youth all over India and the language in which all data and
information is available. Moreover English language becomes a store house of social and
political knowledge. The most recent and the most sophisticated discoveries and inventions in
science and technology are being made in the universities located in the United States of
America where English language is the means of scientific discourse.

The World of today needs English for some of the following reasons:

I.4.1.Use of English on the Internet:

Due to the rapid growth of Information Technology especially the world of internet, the
English Language rules users of Internet. One cannot be effective in the internet world
without the English Language. It has also become the official language of the internet. The
 9

advent of online universities has now made it possible for everyone to learn English.
Everyone gets access to the features of internet even across the countries. The Internet has
opened up new career opportunities for every citizen of the world outside their respective
countries. Internet has also plays a vital role to promote and to spread the English language
throughout the globe and more and more people are exposed to the English language and the
English has become also the language of the internet as well.

I.4.2.Use of English in Education:

The field of education has amplified the function of English Language. Most of the
educational resources, materials and books are in English. The global educational systems in
the universities around the world have the requirement of English Language. People those
who study in abroad use English language as a medium of communication and learning. The
lack of English knowledge makes anyone insufficient in the realm of education in today’s
world.

I.4.3.The Role of English Language in Communication:

The most important function of a language is to communicate properly. Hence English

language also plays a powerful tool in communication. In order to communicate successfully,
one needs a language that is commonly understood by most of the people in the speech
community. For many years, English has become the common language globally understood
and appreciated by nearly everyone. In other words English becomes an effective instrument
to communicate with everyone around the world. Information technology uses this ability of
English to function well in the field of communication by internet and emails

I.4.3.1.English Language and Travel:

English is spoken around the globe next to Mandarin Chinese. It has been stated that out of
the nearly six billion people living in the world today around three hundred and fifty million
do speak English. It has become the International Business Language. Many countries around
the world make use of English Language for the governance. The relationship among the
countries around the world is enhanced by the effective communication in English. Language
differs from one nation to another. When we travel around the globe, the English Language
becomes the rescue factor to communicate with everyone.
 10

I.4.3.2.English Used as the International Language of Business:

English language has been the language of business in today’s electronic world. A good
number of companies have ventured into sending the production to overseas in order to cut
down their costs. In other words, the companies around the world are in to outsourcing and
off-shoring business. In order to communicate with the business people of other countries,
English Language becomes the effective tool. It is the trading language of the world to a
certain extend. A sound knowledge of English Language makes an individual to be a
successful business man around the world.

I.5.English in hospitality and tourism industry

1
English has become one of the most used languages across the world. From technology to
marketing and medicine to teaching, English has become a pervasive language that is reached
every part of the world and every single industry.

It is a well-known fact that fluency in the language of a region is invaluable when

communicating with the people of that region. However, since English has broken all
geographical barriers, people from one region can speak with others in English.

The hospitality and tourism industry is an extremely diverse industry as it services guests
from different backgrounds with a different language, ethnicity, cultural mores. The English
language has become the language of the globalised business world. Therefore, “effective and
excellent communication and adequate English language competency is essential” to provide
a great experience to the guests. The English language, therefore, helps increase efficiency,
productivity, and profitability of the industry.

Since people from all around the world are now travelling to even the most distant and exotic
parts of the world, it has become imperative for the professionals of the hospitality and
tourism industry to communicate successfully with the guests and with other employees.

The benefits of speaking English can be seen directly in the career trajectory of the
professionals. Those who don’t have English as their first language and don’t learn to speak it

1
http://hotelmanagementinstitute.com/importance-of-english-in-the-hospitality-industry/
 11

to boost their career, lag behind in the industry. Then suffer due to their poor knowledge and
communication skills and because of their inability and failure to understand “simple
instructions and information”.

Some of the problems that exist in the workplace due to lack of English language skills are:

 Failure to communicate satisfactorily with guests which may result in the lack of
confidence among the staff members

 Failure to process the written word – email, reports, documents

 Failure to understand instructions from supervisor and/or manager

If you are in a managerial or supervisory position and notice a communication gap between
your guests and employees or employees and other employees, you must address it
immediately. If you are a hotel professional and lack English language skills, you should take
classes to address the issue.

Most decent hotel management colleges and institutes offer language classes in order to teach
and/or improve their students’ skills. These skills give the students certain confidence that
helps them in communicating with the guests. They also increase their employability as
employers are keen on hiring graduates who are already adept at communicating with guests
instead of providing them with lessons for the same.

Investing in language skills is essential to increase and improve your customer experience,
thereby intensifying profitability.

2
There is little doubt that skills in the language of another country are invaluable when
communicating with people from that country.

The hotel and restaurant industry, which is an integral part of the tourism industry, is very
diverse in nature as it accommodates employees and guests, with different language, ethnic
and cultural backgrounds. As English is the language of the globalized business world,
effective and excellent communication and adequate English language competency is

2
https://accent.gg/the-importance-of-english-in-the-hospitality-industry/
 12

essential for better guest experience and hence better efficiency, productivity and , in the long
run, profitability of the industry.

Not only does the staff need to communicate successfully with the guests but also with other
department employees. Few of the staff members might be able to speak in manageable
English but those who don’t have English as their first language suffer due to their inability
and fail to understand simple instructions and information.

Department heads often face problems such as:

 Failing to communicate well with guests which may result in lack of confidence
among the staff members;

 Failing to process written documents such as emails, reports and other collaterals;

 Failing to understand the instructions from the supervisor or manager.

Being the department head, manager or owner, if you are often facing such challenges then
there is a problem and you need to look into it sooner.

Section II. Theoretical framework

There are different places where hostesses are needed. These include hotels, borders
(airplanes and train stations, airplanes officers (parliament)

II.1. Hotel
II.1.1.Etymology

The Latin word hospitalalis (from the root of hospes, hospitis with the suffix -alis ), or that of
hospitalitas , gave the derived words host, hotel, hotel, hospital or hospitality . In Old French,
the hostel is a "house where one lives", but has another meaning by designating a "furnished
house serving as paid accommodation and an inn" . This meaning would have appeared with
th
the development of market towns in northern Europe and in Flanders.in particular, the xiii
century. During modern times, the hotel became an important home.
(htpps://fr.wikipedia.org/wiki/H%C3%B4tel translated from French, 2021)

The word hostelry or hotel , during the Middle Ages , designates a part of a monastery open
to the public, reserved for the reception and accommodation of occasional guests, pilgrims
 13

and foreigners,. During the period, they became more secular ( xiii th century) and designate
an institution more "rustic" than a hotel ( xvi th century- xix th century). Tourism historian
Marc Boyer indicates in Tourism in 2000 , the Great Encyclopedia of the xviii th century,
does not define Hotel but only the Hospitality to designate a "house where travelers stay and
eat for their money". Recalling that hotel is an abbreviated form of Hôtellerie . The word
however will impose itself, removing ostellerie , taking precedence over the inn which
becomes rural, and relegating the hotel trade to a use limited to the professional sector . Since
the xix th century, most dictionaries denotes the hotel as a facility where one can stay for a
night or more against a payment. This definition thus supplants the other meanings of the
word .

II.1.2.Définition of hotel

A hotel is a commercial establishment which offers a paying accommodation service in

furnished rooms to a passing clientele. In general, a hotel ensures the daily maintenance of
rooms and beds, as well as the supply of bathroom linen3.

II.1.3. History of Hotel

Facilities offering hospitality to travelers featured in early civilizations. In Greco-Roman

culture and in ancient Persia, hospitals for recuperation and rest were built at thermal baths.
Guinness World Records officially recognized Japan's Nishiyama Onsen Keiunkan, founded
in 705, as the oldest hotel in the world. During the middle Ages, various religious orders at
monasteries and abbeys would offer accommodation for travelers on the road.

The precursor to the modern hotel was the inn of medieval Europe, possibly dating back to
the rule of Ancient Rome. These would provide for the needs of travelers, including food and

3
Htpps://fr.wikipedia.org/wiki/H%C3%B4tel translated from French on 10th December 2021 at
06h18.
 14

lodging, stabling and fodder for the traveler’s horses and fresh horses for mail coaches.
Famous London examples of inns include the George and the Tabard. A typical layout of an
inn featured an inner court with bedrooms on the two sides, with the kitchen and parlour at
the front and the stables at the back.

For a period of about 200 years from the mid-17th century, coaching inns served as a place
for lodging for coach travelers (in other words, a roadhouse). Coaching inns stabled teams of
horses for stagecoaches and mail coaches and replaced tired teams with fresh teams.
Traditionally they were seven miles apart, but this depended very much on the terrain.

Some English towns had as many as ten such inns and rivalry between them became intense,
not only for the income from the stagecoach operators but for the revenue from the food and
drink supplied to the wealthy passengers. By the end of the century, coaching inns were being
run more professionally, with a regular timetable being followed and fixed menus for food.

Inns began to cater to richer clients in the mid-18th century, and consequently grew in
grandeur and in the level of service provided. Sudhir Andrews traces "the birth of an
organized hotel industry" to Europe's chalets and small hotels which catered primarily to
aristocrats. One of the first hotels in a modern sense, the Royal Clarence, opened in Exeter in
1768, although the idea only really caught on in the early-19th century. In 1812 Mivart's
Hotel opened its doors in London, later changing its name to Claridge's.

Hotels proliferated throughout Western Europe and North America in the 19th century.
Luxury hotels, including the 1829 Tremont House in Boston, the 1836 Astor House in New
York City, the 1889 Savoy Hotel in London, and the Ritz chain of hotels in London and Paris
in the late 1890s, catered to an ever more-wealthy clientele.

II.1.4.Types of Hotels

Hotel operations vary in size, function, and cost. Most hotels and major hospitality companies
that operate hotels have set widely accepted industry standards to classify hotel types.
General categories include the following: international luxury, lifestyle luxury resorts,
Upscale full-servic,Boutique, Focused or select service, Economy and limited service,
Extended stay, timeshare and destination clubs, Motel and Microstay

II.1.4.1.nternational luxury
 15

International luxury hotels offer high-quality amenities, full-service accommodations, on-site

full-service restaurants, and the highest level of personalized and professional service in
major or capital cities. International luxury hotels are classified with at least a Five Diamond
rating or Five Star hotel rating depending on the country and local classification standards.
Example brands include: Grand Hyatt, Conrad, InterContinental, Sofitel, Mandarin Oriental,
Four Seasons, The Peninsula, Rosewood, JW Marriott and The Ritz-Carlton.

II.1.4.2.Lifestyle luxury resorts

Lifestyle luxury resorts are branded hotels that appeal to a guest with lifestyle or personal
image in specific locations. They are typically full-service and classified as luxury. A key
characteristic of lifestyle resorts is focus on providing a unique guest experience as opposed
to simply providing lodging. Lifestyle luxury resorts are classified with a Five Star hotel
rating depending on the country and local classification standards. Example brands include:
Waldorf Astoria, St. Regis, Shangri-La, Oberoi, Belmond, Jumeirah, Aman, Taj Hotels,
Hoshino, Raffles, Fairmont, Banyan Tree, Regent and Park Hyatt.

II.1.4.3.Upscale full-service

Upscale full-service hotels often provide a wide array of guest services and on-site facilities.
Commonly found amenities may include: on-site food and beverage (room service and
restaurants), meeting and conference services and facilities, fitness center, and business
center. Upscale full-service hotels range in quality from upscale to luxury. This classification
is based upon the quality of facilities and amenities offered by the hotel. Examples include:
W Hotels, Sheraton, Langham, Kempinski, Kimpton Hotels, Hilton, Lotte, Renaissance,
Marriott and Hyatt Regency brands.

II.1.4.4.Boutique

Boutique hotels are smaller independent non-branded hotels that often contain mid-scale to
upscale facilities of varying size in unique or intimate settings with full-service
accommodations. These hotels are generally 100 rooms or fewer.

II.1.4.5.Focused or select service

Small to medium-sized hotel establishments that offer a limited number of on-site amenities
that only cater and market to a specific demographic of travelers, such as the single business
 16

traveler. Most focused or select service hotels may still offer full-service accommodations but
may lack leisure amenities such as an on-site restaurant or a swimming pool. Examples
include Hyatt Place, Holiday Inn, Courtyard by Marriott and Hilton Garden Inn.

II.1.4.6.Economy and limited service

Small to medium-sized hotel establishments that offer a very limited number of on-site
amenities and often only offer basic accommodations with little to no services, these facilities
normally only cater and market to a specific demographic of travelers, such as the budget-
minded traveler seeking a "no frills" accommodation. Limited service hotels often lack an on-
site restaurant but in return may offer a limited complimentary food and beverage amenity
such as on-site continental breakfast service. Examples include Ibis Budget, Hampton Inn,
Aloft, Holiday Inn Express, Fairfield Inn, and Four Points by Sheraton.

II.1.4.7.Extended stay

Extended stay hotels are small to medium-sized hotels that offer longer-term full-service
accommodations compared to a traditional hotel. Extended stay hotels may offer non-
traditional pricing methods such as a weekly rate that caters towards travelers in need of
short-term accommodations for an extended period of time. Similar to limited and select
service hotels, on-site amenities are normally limited and most extended stay hotels lack an
on-site restaurant. Examples include Staybridge Suites, Candlewood Suites, Homewood
Suites by Hilton, Home2 Suites by Hilton, Residence Inn by Marriott, Element, and Extended
Stay America.

II.1.4.8.Timeshare and destination clubs

Timeshare and destination clubs are a form of property ownership also referred to as a
vacation ownership involving the purchase and ownership of an individual unit of
accommodation for seasonal usage during a specified period of time. Timeshare resorts often
 17

offer amenities similar that of a full-service hotel with on-site restaurants, swimming pools,
recreation grounds, and other leisure-oriented amenities. Destination clubs on the other hand
may offer more exclusive private accommodations such as private houses in a neighborhood-
style setting. Examples of timeshare brands include Hilton Grand Vacations, Marriott
Vacation Club International, Westgate Resorts, Disney Vacation Club, and Holiday Inn Club
Vacations.

II.1.4.9.Motel

A motel, an abbreviation for "motor hotel", is a small-sized low-rise lodging establishment

similar to a limited service, lower-cost hotel, but typically with direct access to individual
rooms from the car park. Motels were built to serve road travellers, including travellers on
road trip vacations and workers who drive for their job (travelling salespeople, truck drivers,
etc.). Common during the 1950s and 1960s, motels were often located adjacent to a major
highway, where they were built on inexpensive land at the edge of towns or along stretches of
freeway.

New motel construction is rare in the 2000s as hotel chains have been building economy-
priced, limited-service franchised properties at freeway exits which compete for largely the
same clientele, largely saturating the market by the 1990s. Motels are still useful in less
populated areas for driving travelers, but the more populated an area becomes, the more
hotels move in to meet the demand for accommodation. While many motels are unbranded
and independent, many of the other motels which remain in operation joined national
franchise chains, often rebranding themselves as hotels, inns or lodges. Some examples of
chains with motels include EconoLodge, Motel 6, Super 8, and Travelodge.

Motels in some parts of the world are more often regarded as places for romantic assignations
where rooms are often rented by the hour. This is fairly common in parts of Latin America.

II.1.4.10.Microstay
 18

Hotels may offer rooms for microstays,a type of booking for less than 24 hours where the
customer chooses the check in time and the length of the stay. This allows the hotel increased
revenue by reselling the same room several times a day.

II.1.5.Management

Hotel management is a globally accepted professional career field and academic field of
study. Degree programs such as hospitality management studies, a business degree, and/or
certification programs formally prepare hotel managers for industry practice.

Most hotel establishments consist of a general manager who serves as the head executive
(often referred to as the "hotel manager"), department heads who oversee various departments
within a hotel, middle managers, administrative staff, and line-level supervisors. The
organizational chart and volume of job positions and hierarchy varies by hotel size, function,
and is often determined by hotel ownership and managing companies.

II.1.6.Hospitality in the Digital Age4

With the emergence of the Digital Age, customer expectations have fundamentally changed
within the hotel industry. Increasingly varied guest expectations have changed with the ease
and convenience provided by technologies like cloud services, social networking, and mobile
telephony.

Software companies have worked to create new tools for the hotel industry including
customer databases, reservation and housekeeping management systems, as well as dedicated
loyalty programs. With the availability of the internet, people have started to take advantage
of travel websites that allow them to compare, book, and review different hotels. Technology
has made the hotel industry both more multifaceted and easy to access.

The Digital Age has also given rise to a generation of DIY travelers who plan, manage, and
book their travel destinations all by themselves. This phenomenon has in many ways
disrupted the industry for traditional travel agencies. But at the same time, it has been

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beneficial for low-cost carriers and online travel agencies (OTAs), who have used the internet
as an effective medium to reach out to prospective travelers.

The change on the marketplace due to the digital revolution has also brought about
companies like Airbnb and One Fine Stay. The opportunities provided for small businesses in
the travel sector has allowed consumers to stumble across exotic locations in remote areas as
well.

Going forward, travel companies need to keep up with the pace of innovation to defend or
expand their existing position on the market. With emerging new technologies such as
artificial intelligence and the Internet of Things (IoT), providers now face the challenge of
moving their offers into the era of digitalization.

Conclusion

Lodging facilities are not anymore corresponding only to the truly definition: "A lodging
accommodation for travellers". Nowadays, architects, designers, developers, engineers,
managers, more and more are conscious that taste of guests could be different, according to
their wishes or needs. Hotel specialists permanently analyse new trends, define better criteria,
present modern standards in order to improve quality of life in hotels. In the third millennium,
the permanent competitive hospitality market of suppliers is definitely more and more able,
combining "savoir faire" and the good use of technology to offer their guests an "A la carte"
environment.

II.2.Hotel Hostess job description, duties, tasks, and responsibilities

This part of the work answers the questions:

What Does a Hotel Hostess Do5?

A hotel hostess is generally one whose job description entails welcoming and greeting guests
as they walk into the hotel facility.

They also check in the guests into their respective rooms. And upon their departure, the
hostess also checks them out.

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This is one position that is pivotal to the success of any hotel facility. Hostesses are usually
the first point of contact between the hotel and its guests; therefore, they should always be in
their best behaviors.

These professionals are responsible for the handling of hotel registry book. They are in
charge of carrying out all necessary tasks related to the hotel’s front desk.

As guests arrive the hotel they may have questions to ask and the hostess is the one
responsible for giving them the answers that they need.

Sometimes the questions may be outside the operations of the hotel; this calls for versatility
on the part of the hostess in terms of being conversant with the surrounding area and the city
as well to be able to provide the correct answers to guests’ various questions.

The work description of a hotel hostess includes answering whatever questions a guest may
have.

They also get to book for rooms over the phone and they do as much as tidying the lobby,
making sure it looks presentable.

Depending on the hotel, a hostess may also be responsible for handling concierge service.

She is always stationed at the hotel’s front desk and often with a computer in front of her.

Through the computer, which is connected to the hotel’s database, she will manage bookings
for rooms; allocate, and collect payment.

The hotel hostess other roles include performing several administrative tasks like properly
keeping all paperwork logged and filed.

She will also ensure the registration book is signed by each guest in the hotel and their details
are well filed.

She is also responsible for coordinating other hotel workers like bar and kitchen staff,
bellmen, doormen, and the janitorial staff, in order to ensure that all guest needs are met.

When it comes to successful event hosting, it is very important to do a lot of planning, and
the hostess is one staff that is involved in that. She plans out the seating chart and organizes
the reservations.
 21

- A hostess working in a hotel is also known as a front desk or lodging manager,

- Their duties also involve managing the hotel property itself,
- Ensure that customer needs and desires are met,
- Relate with head chefs, maintenance, transportation, and security managers,
- Order supplies and coordinate services from outside vendors,
- Room bookings over the phone,
- Ensure that lobby area is tidy and presentable,
- Greet customers as they step into the hotel facility,
- Attend to customer complaints,
- Provide helpful and inviting environment for guests,
- Ensure book registration of each guest as they arrive,
- Coordinate the activities of other hotel workers,
- Answer questions asked by guests,
- Ensure maintenance of the hotel facility,
- Constantly remind servers of guests waiting,
- Hotel Hostess Resume Preparation.
A resume will be required of you if you are searching for a hostess job in a hotel.

II.3.Requirements – Skills, Knowledge, and Abilities – for Hotel Hostess Job

To qualify for the position of hotel hostess, there are certain skills and requirements that are
considered vital to employers, which can increase your chances of landing the job, these
include:

 A degree in hotel management and/or certificate in hospitality related field gives you
an edge: this will help the hostess to get a chance to be hired. So, having a degree in
hotel management and/or certificate in hospitality is very important to occupy a
position in a hotel.

 Good management skills: This skill is so important for the one pretending or
intending to serve as a hostess manager. This always opens doors for them

 Good organizational skills: the sense of organization in hotel is so required, that is

why hotel hostess should have and be it( being organizational).

 Strong customer skills: hotel hostess should

 Ability to be flexible and to multitask; dynamism while serving is expected from the
hotet hostess.
 22

 Possess enthusiastic spirit: the hotel hostess must be smiling and enthusiastic toward
customers.

 A friendly and an outgoing disposition: they must always be opened to customers,

consider them as their friends. So, they have to be accustomed to them

 Smart and energetic personality: a hotel hostess must be smart and energetic. So they
have to be strong mentally and physically

 Ability to communicate effectively: a non-negligible skill that outstands all the skills
is the ability to communicate effectively. Communicating in English is one of the 21 st
century skills that opens doors.

 Previous experience in related industry or similar role: the hotel hostess is required to
have already worked somewhere for avoiding slowness while serving.

 Ability to cope with stress: they have to be able to overcome stress

 Ability to put smiles on people’s faces: they have to be all the time smiling so that the
people they serve may also be it.

 Ability to work as part of a team: they have to be able assume other tasks as if they
were working in a team. So, being able to be part of a team to work.

 Possess interpersonal and problem solving skills: they have to have the sense of
relationship, interpersonality and be able to give quick solutions when there are
problems.

II.4. Types of hotel services

There are two options in the standard classification of services6:

 basic and additional hotel services;

 paid and unpaid services in a hotel.

All these options will be discussed below.

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II.4.1.Basic and additional hotel services

Basic services of hotel business

Two basic services provided by a hotel are room and board. Thus, room (or the official term
hotel accommodation) is the main service of the enterprise that belong to hotel business.
Checking-in and checking-out are held round-the-clock. Besides providing an
accommodation for temporary staying, related services such as changing bedclothes, giving
towels and hygiene items, the opportunity to use appliances and TV set, cleaning and
sanitation are available. All these services are included into the cost of a hotel room in
accordance with contractual obligations.

Meals are provided by dining facilities, restaurant, cafes, bars that work in a hotel or in
collaboration with it. Foods can be also delivered to a hotel room.

II.4.2.Additional services provided by a hotel

To attract more clients to a hotel additional paid or unpaid services are often available. They
could be different entertainments, personal services, services for families, business or VIP
clients that are often provided in the form of packages. Attractive additional services
provided by a hotel are able to fill the season of low demand, to increase profit and improve
image.

The most common additional services:

- clothing and footwear repairing, laundry and dry-cleaner;

- hairdresser;
- bath, sauna, swimming-pool;
- billiards, gym and playgrounds;
- delivery of flowers and gifts;
- using a luggage locker or a safety deposit box;
- sports equipment and household appliances rentals;
- car rental;
- calling a taxi;
- tickets sale service for transportation and various events;
- getting a booking in a restaurant;
 24

- guided tour service;

- renting of a conference-hall or other premises.

Hotel management defines the final list of additional services provided by a hotel taking into
account the size of the object, its location, target audience and the competitive situation.

Of course, the services provided by a hotel complex will differ greatly from the services of a
mini-hotel. It is obvious that large- and medium-sized hotels have greater possibilities and
budget. They are able to supply the clients with more impressive and voluminous services,
without losing their profitability. Small hotels cannot provide their clients with
comprehensive and rapid basic and additional services. However, any hotel has to have their
target audience, learn their needs and demands, strive to meet them. The list and the quality
of additional services have to conform to the requirements of the category that a hotel has
been assigned to – in other words, the number of stars it has.

The issues that define “the starship” of a hotel will be discussed later in a separate article,
wait for announcement

The size of a hotel and infrastructure determine the range of hotel services and define if they
are standard services or not, what a hotel can afford and how beneficial it is. In special cases,
there are not only basic and additional services but also individual ones. As a rule, these are
the hotels of high category where VIP clients stay, it is important for hotel image and the
development of business. But not all the clients can afford to have similar services because of
financial or technological reasons; however, they are acceptable for special occasions. In
particular, hotel individual services might include a personal manager, motivated deviation
from the standard procedure or getting keepsake with the logo.

Basic and additional services provided by modern hotels and other objects are the direct
source of income for hotel business. However, it should be taken into account that not every
service has to be paid for.

II.4.3.Paid and unpaid hotel services

When you plan your business, it is important to consider the kind of services you are going to
provide the clients with and if they are paid or unpaid services.
 25

Basic unpaid hotel services are enshrined in legislation:

- waking by a certain time;

- delivery of personal letters to a hotel room if they are sent to the hotel address;
- calling an ambulance if it is needed;
- using first aid kit;
- providing a set of dishes, boiling water, scissors, a needle and thread.

Besides, the owner of a hotel can provide the other unpaid services at his own discretion,
depending on profitability, seasonality, competitive environment and other factors.

It is important to remember that if you provide only unpaid basic services, ratings are down.
If the competitive rate is higher, you should anticipate the expectations of guests and improve
the services at a hotel in accordance with new developments. For instance, if you constantly
charged for the internet service, now it is often considered unpaid one; the hotels, which do
not provide it, will have fewer clients. According to the guests, it is bad form to charge for
useful information such as advice on transportation, the events in the city, the location of the
sights etc. That heightened the imbalance between the hotel profitability (through the
increased occupancy of a hotel) and the necessity to add new unpaid hotel services!

Nevertheless, it is actually a business venture and no services provided may be free of charge.
Paid services are also in demand, but it is not only to stay in a hotel room.

The most common hotel paid services:

- staying in a hotel room;

- meals;
- clothing and footwear repairing, dry cleaner;
- recreational and rehabilitative services;
- sale of souvenirs and printed products;
- currency exchange;
- renting of premises.
Paid hotel services are provided according to certain standards. Two rules are the most
important:
 26

1. Not only to follow the demands, but also predict them. It means that a client should be
offered to choose the services provided by a hotel.

2. Services cannot be imposed on the clients or some of them will be provided on

condition the guests buy the others.

II.4.4.Kinds of packages for hotel services

Basic and additional hotel services are sometimes offered in the form of packages with the
list of provided services for a fixed fee. Well thought out packages attract clients with their
simplicity and convenience; they also help to reduce costs of the enterprise. Paid and unpaid
services are grouped in accordance with their relevance or for a special period. The most
popular packages are day-off packages, holiday packages, family packages, newly-weds or
honeymooners’ packages and thematic ones.

Hotel service providing depends on seasonal changes. That is bad business to provide all the
services all year round, but in the time of high demand special paid services, extra staff and
equipment might be added.

A hotel is an establishment that provides paid lodging on a short-term basis. Facilities

provided inside a hotel room may range from a modest-quality mattress in a small room to
large suites with bigger, higher-quality beds, a dresser, a refrigerator and other kitchen
facilities, upholstered chairs, a flat screen television, and en-suite bathrooms. Small, lower-
priced hotels may offer only the most basic guest services and facilities. Larger, higher-priced
hotels may provide additional guest facilities such as a swimming pool, business centre (with
computers, printers, and other office equipment), childcare, conference and event facilities,
tennis or basketball courts, gymnasium, restaurants, day spa, and social function services.
Hotel rooms are usually numbered (or named in some smaller hotels and B&Bs) to allow
guests to identify their room. Some boutique, high-end hotels have custom decorated rooms.
Some hotels offer meals as part of a room and board arrangement. In Japan, capsule hotels
provide a tiny room suitable only for sleeping and shared bathroom facilities.

The precursor to the modern hotel was the inn of medieval Europe. For a period of about 200
years from the mid-17th century, coaching inns served as a place for lodging for coach
travelers. Inns began to cater to richer clients in the mid-18th century. One of the first hotels
in a modern sense was opened in Exeter in 1768. Hotels proliferated throughout Western
 27

Europe and North America in the early 19th century, and luxury hotels began to spring up in
the later part of the 19th century.

Hotel operations vary in size, function, complexity, and cost. Most hotels and major
hospitality companies have set industry standards to classify hotel types. An upscale full-
service hotel facility offers luxury amenities, full-service accommodations, an on-site
restaurant, and the highest level of personalized service, such as a concierge, room service,
and clothes pressing staff. Full-service hotels often contain upscale full-service facilities with
many full-service accommodations, an on-site full-service restaurant, and a variety of on-site
amenities. Boutique hotels are smaller independent, non-branded hotels that often contain
upscale facilities. Small to medium-sized hotel establishments offer a limited amount of on-
site amenities. Economy hotels are small to medium-sized hotel establishments that offer
basic accommodations with little to no services. Extended stay hotels are small to medium-
sized hotels that offer longer-term full-service accommodations compared to a traditional
hotel.

Timeshare and destination clubs are a form of property ownership involving ownership of an
individual unit of accommodation for seasonal usage. A motel is a small-sized low-rise
lodging with direct access to individual rooms from the car park. Boutique hotels are
typically hotels with a unique environment or intimate setting. A number of hotels have
entered the public consciousness through popular culture, such as the Ritz Hotel in London.
Some hotels are built specifically as destinations in themselves, for example casinos and
holiday resorts.

Most hotel establishments are run by a general manager who serves as the head executive
(often referred to as the "hotel manager"), department heads who oversee various departments
within a hotel (e.g., food service), middle managers, administrative staff, and line-level
supervisors. The organizational chart and volume of job positions and hierarchy varies by
hotel size, function and class, and is often determined by hotel ownership and managing
companies.

III.5.HOTEL ORGANIZATIONAL CHART

III.5.1.INTRODUCTION AND SAMPLE
Every hotel, whether it’s big or small, needs an organizational structure to carry out its daily
operations. It is used to help divide tasks, specify the job for each department, and delegate
 28

authority within and among departments. Effective job specifications will increase work
productivity and efficiency. Each hotel organizes the workforce in different ways. Here
shows a medium size hotel organizational structure.( http://www.orgcharting.com/hotel-
organizational-chart/)

It was basically segmented into six divisions: finance, front office, human resources, food and
beverage, sales and logistics as the following organizational chart:
29
 30

II.5.2.Financial department

The financial department’s role is to record financial transactions, prepare and interpret
financial statements, and deal with cost accounting and cost control.

Corporation Org Chart Finance

II.5.3.Front Office

The front office (room management) department handles customer service including front
desk service, reservation, laundry, concierge, telephone, and housekeeping service. A hotel’s
front office is where guests are greeted when they arrive, where they get registered and
assigned to a room, and where they check out. It’s almost the most important department as it
often offers contact with customers.

II.5.4.Human Resources

The human resources department is given the responsibility to handle employee recruitment,
arrange staff training, make promotion and disciplinary decisions, and check staff attendance.
 31

HR Org Chart

II.5.5.Food and Beverage

The food and beverage department is responsible for all of the dining rooms, restaurants, bars,
kitchen, clean up services, etc. Here we basically divide F/B department into two parts:
kitchen and restaurant. Kitchen department is responsible for food preparation including main
food, dessert, side food, and beverage. Restaurant department‘s role is to provide dining room
operation, waiter service, food runner, and clean up service.
 32

Hotel org chart symbols

II.5.6.Sales

The responsibility for the sales department is to sell the hotel facilities and services to
individuals and groups. They sell rooms, food, beverage or special services such as massage
and laundry to potential customers through advertising or direct contacts.
 33

Sales department functional org chart template

 34

CHAPTER II. PRESENTATION OF THE STUDY FIELD

II.1. History of the Democratic Republic of the Congo

The country that began as a king’s private domain (the Congo Free State), evolved into a
colony (the Belgian Congo), became independent in 1960 (as the Republic of the Congo), and
later underwent several name changes (to the Democratic Republic of the Congo, then to
Zaire, and back again to the Democratic Republic of the Congo) is the product of a complex
pattern of historical forces. Some are traceable to the precolonial past, others to the era of
colonial rule, and others still to the political convulsions that followed in the wake of
independence. All, in one way or another, have left their imprint on Congolese societies.(
Lemarchand, René , Wiese, Bernd Michael , Payanzo, Ntsomo and Cordell, Dennis D..
"Democratic Republic of the Congo". Encyclopedia Britannica, 29 Apr. 2021,
https://www.britannica.com/place/Democratic-Republic-of-the-Congo. Accessed 22 January
2022)

Democratic Republic of the Congo, country located in central Africa. Officially known as
the Democratic Republic of the Congo, the country has a 25-mile (40-km) coastline on
the Atlantic Ocean but is otherwise landlocked. It is the second largest country on the
continent; only Algeria is larger. The capital, Kinshasa, is located on the Congo River about
320 miles (515 km) from its mouth. The largest city in central Africa, it serves as the
country’s official administrative, economic, and cultural centre. The country is often referred
to by its acronym, the DRC, or called Congo (Kinshasa), with the capital added
parenthetically, to distinguish it from the other Congo republic, which is officially called the
Republic of the Congo and is often referred to as Congo (Brazzaville)

Congo gained independence from Belgium in 1960. From 1971 to 1997 the country was
officially the Republic of Zaire, a change made by then ruler Gen. Mobutu Sese Seko to give
the country what he thought was a more authentic African name. “Zaire” is a variation of a
term meaning “great river” in local African languages; like the country’s current name, it
refers to the Congo River, which drains a large basin that lies mostly in the republic. Unlike
Zaire, however, the name Congo has origins in the colonial period, when Europeans
identified the river with the kingdom of the Kongo people, who live near its mouth.
Following the overthrow of Mobutu in 1997, the country’s name prior to 1971, the
Democratic Republic of the Congo, was reinstated. Congo subsequently was plunged into a
devastating civil war; the conflict officially ended in 2003, although fighting continued in the
eastern part of the country.
 35

Congo is rich in natural resources. It boasts vast deposits of industrial diamonds, cobalt, and
copper; one of the largest forest reserves in Africa; and about half of the hydroelectric
potential of the continent.

II.2.Land

Congo is bounded to the north by the Central African Republic and South Sudan; to the east
by Uganda, Rwanda, Burundi, and Tanzania; to the southeast by Zambia; and to the
southwest by Angola. To the west are the country’s short Atlantic coastline, the Angolan
exclave of Cabinda, and Congo (Brazzaville).

II.3.Relief

The country’s major topographical features include a large river basin, a major valley, high
plateaus, three mountain ranges, and a low coastal plain. Most of the country is composed of
the central Congo basin, a vast rolling plain with an average elevation of about 1,700 feet
(520 metres) above sea level. The lowest point of 1,109 feet (338 metres) occurs at Lake Mai-
Ndombe (formerly Lake Leopold II), and the highest point of 2,296 feet (700 metres) is
reached in the hills of Mobayi-Mbongo and Zongo in the north. The basin may once have
been an inland sea whose only vestiges are Lakes Tumba and Mai-Ndombe in the west-
central region.

The north-south Western Rift Valley, the western arm of the East African Rift System, forms
the country’s eastern border and includes Lakes Albert, Edward, Kivu, Tanganyika,
and Mweru. This part of the country is the highest and most rugged, with striking chains of
mountains. The Mitumba Mountains stretch along the Western Rift Valley, rising to an
elevation of 9,800 feet (2,990 metres). The snow-covered peaks of the Ruwenzori
Range between Lakes Albert and Edward lie astride the Ugandan border and mark the
country’s highest elevation of 16,763 feet (5,109 metres) at Margherita Peak. The
volcanic Virunga Mountains stretch across the Western Rift Valley north of Lake Kivu.

II.4.Climate

Most of Congo lies within the inner humid tropical, or equatorial, climatic region extending
five degrees north and south of the Equator. Southern Congo and the far north have
somewhat drier subequatorial climates.
 36

The seasonally mobile intertropical convergence zone (ITCZ) is a major determinant of the
climate. Along this zone the trade winds originating in the Northern and Southern
hemispheres meet, forcing unstable tropical air aloft. The air that is forced upward is cooled,
and the resulting condensation produces prolonged and heavy precipitation. In July and
August this zone of maximum precipitation occurs in the north; it then shifts into central
Congo in September and October. Between November and February the southern parts of the
country receive maximum precipitation. Thereafter the ITCZ moves northward again,
crossing central Congo in March and April, so this zone has two rainfall maxima. The
extreme eastern highlands lie outside the path of the ITCZ and are subject to the influence of
the southeastern trade winds alone. In addition to the ITCZ, elevation and proximity to the
Atlantic Ocean and its maritime influences also act as factors of climatic differentiation.

The country is divided into four major climatic regions. In the equatorial climate zone,
temperatures are hot, the average monthly temperature rarely dropping below the mid-70s F
(low to mid-20s C). Humidity is high, and it rains throughout the year. Annual precipitation
at Eala, for example, averages 71 inches (1,800 mm). The tropical or subequatorial climate
zone, marked by distinct dry and rainy seasons, is found north and south of the equatorial
region. The dry season lasts from four to seven months (usually April to October), depending
largely on distance from the Equator. In Kananga about 63 inches (1,600 mm) of
precipitation falls annually. Short dry spells of several weeks’ duration may occur during the
rainy season.

The Atlantic climate zone is confined to the west coast. The low elevation and the
cold Benguela Current are the major influences. At Banana the average annual temperature is
in the high 70s F (mid-20s C), and precipitation averages about 30 inches (760 mm) yearly.
The mountain climate occurs in the eastern high plateaus and mountains. In Bukavu, for
example, the average annual temperature is in the mid-60s F (high 10s C), and annual
precipitation levels measure about 52 inches (1,320 mm).
 37

II.5.Plant and animal life

Plant life is lush and varies between climate zones. The heart of the Congo basin is blanketed
by an intricate forest system commonly known as the equatorial rainforest. There trees reach
heights of 130 to 160 feet (40 to 50 metres), and numerous varieties and species of plants
proliferate. Grasslands and woodlands are characteristic of the tropical climate zone, while
stands of mangrove dominate the coastal swamps and the mouth of the Congo. The eastern
plateaus are covered by grasslands, and mountain forest, bamboo thickets, and Afro-Alpine
vegetation occur on the highest mountains.

The central basin is a vast reservoir of native trees and plants. Among these, mahogany,
ebony, limba, wenge, agba, iroko, and sapele provide timber. Fibrous plants include raffia
and sisal. There are also plants used in traditional medicine, including cinchona (the source
of quinine) and rauwolfia (an emetic and antihypertensive), as well as copal, rubber, and
palm trees. Many types of edible mushrooms grow wild; other wild edible vegetables grow in
the forests, grasslands, and swamps. Imported eucalyptus trees, which grow in stands in the
highlands, are used for construction timber and poles.

Animal life is also rich and diverse. Chimpanzees are found mostly in the equatorial forest,
and gorillas live in the eastern mountains around Lake Kivu. Bonobos are also present,
though they are found only in lowland rainforests along the south bank of the Congo River.
Elephants and various species of monkeys and baboons are found in forest and savanna
woodlands; African forest elephants (a smaller, distinct species of elephant) are limited to the
forest.

In the north, in the primary forests of Uele, Aruwimi, and Ituri, live okapi, giant wild boars,
and short antelopes. Lions and leopards inhabit the grasslands, and jackals, hyenas, cheetahs,
wildcats, wild dogs, buffaloes, antelopes, wild hogs, and black and white rhinoceroses are
found in the grasslands and savanna woods. Giraffes mainly inhabit the northeastern
grasslands.

Hippopotamuses and crocodiles are common in the rivers and the lakes, and whales,
dolphins, and lungfishes are found near the coast. Congolese rivers, lakes, and swamps are
well stocked with a variety of fish, such as capitaine from the Congo River and catfish,
electric fish, eels, cichlids, and many others. Jellyfish live in Lake Tanganyika. Reptiles are
common and include various snakes—such as pythons, vipers, and tree cobras—as well as
lizards, chameleons, salamanders, frogs, and turtles.
 38

Birdlife includes pelicans, parrots, many species of sunbirds, pigeons, ducks, geese, eagles,
vultures, cuckoos, owls, cranes, storks, and swallows. Insects are innumerable. There are
hundreds of butterfly species; in the savanna woodlands, butterflies fill the skies at the
beginning of the rains. There are also numerous varieties of bees, grasshoppers, caterpillars,
praying mantises, beetles, dragonflies, scorpions, mosquitoes, tsetse flies, ants, termites,
spiders, centipedes, and millipedes.

In spite of efforts to limit hunting, animal life has diminished. Several national parks, most in
the eastern highlands, and wildlife preserves protect remaining species. They
include Garamba, near the South Sudanese border; Virunga, north of Lake Edward in the
Virunga Mountains; Maiko, west of Lake Edward; Kahuzi-Biega, north of Bukavu; Upemba,
north of the Manika Plateau; Salonga, in the central Congo River basin; and Kundelungu,
northeast of Lubumbashi near the Zambian border. Several of these parks have been
recognized as UNESCO World Heritage sites: Garamba’s expansive savannas and grass- and
woodlands are home to a number of important species, including the critically endangered
white rhinoceros; Virunga is notable for a variety of habitats—some of which include active
volcanoes—and the especially broad biodiversity sheltered there; the tropical forests of
Kahuzi-Biega are known for their diverse fauna and for populations of endangered eastern
lowland gorillas; and Salonga, among the largest tropical rainforest reserves in Africa, is an
important habitat for a number of endangered and endemic species. In addition to these, the
Okapi Wildlife Reserve, home to a portion of the threatened okapi still living in the wild, also
has been recognized as a World Heritage site.

II.6.Cultural life

Holidays celebrated in Congo include Commemoration of the Martyrs of Independence,

observed on January 4; Labour Day and National Liberation Day, celebrated on May 1 and
May 17, respectively; Independence Day, celebrated on June 30; Parents’ Day, celebrated on
August 1; Youth Day, observed on October 14; Army Day and the Anniversary of the Second
Republic, observed on November 17 and November 24, respectively; and Christmas,
celebrated on December 25.

II.7.Cultural institutions

The cities, especially Kinshasa, are the greatest creators, propagators, and promoters of
national cultural life and arts. The Academy of Fine Arts in Kinshasa offers training
programs in painting, sculpture, carving, architecture, and ceramics. The National Institute of
the Arts offers training in classical as well as traditional music and drama. Congolese authors
write poetry, plays, and novels in French, Lingala, or local languages.
 39

There are museums and public libraries in most large cities, with national museums in
Kananga, Mbandaka, and Lubumbashi. The capital city houses the national archives and the
National Theatrical Troupe. There are libraries at each of the universities as well.

II.8.Media and publishing

Radio is the primary media format in Congo; there are numerous private and public stations,
several of which—including Radio-Télévision Nationale Congolaise (RTNC), which is state
run—broadcast throughout the country. In addition to RTNC’s television programming, a
number of private television stations are also in operation. Publications include dailies such
as Elima, Le Phare, and Le Potential, as well as Mwana Shaba (a Gécamines publication)
and L’Aurore Protestante (a religious publication), which are issued monthly. Several
publishing houses have been established throughout the country.

II.9.Housing

In most cases people build their own houses according to their needs and means. The
government has established a department that builds and rents houses and also sells
condominiums, especially in urban areas. In the cities, real-estate agencies and individuals
also build houses and apartments for rent.

II.10.Education

Since independence, government authorities have recognized the value of education and have
promoted it publicly. Years of civil conflict, however, led to a dramatic decline in
government funding for education and, as a result, a drop in enrollment; related factors—
including internal displacement and the recruitment of youths by militias—also contributed to
the crisis. A program meant to restore access to basic education was initiated in 2002.
Primary education begins at age six and is compulsory, although it has been difficult for
Congo to meet this pledge because of the diversion of public funds into private pockets, a
lack of facilities, and an inadequate number of teachers. Secondary education, which begins
at age 12 and lasts for six years (two cycles of two and four years, respectively) is not
officially compulsory.

In 1971 the Universities of Kinshasa, Kisangani, and Lubumbashi merged to create the
National University of Zaire, which housed different departments and fields of study on each
campus. This scheme was terminated in 1981, when the three former universities were
reconstituted as separate, autonomous institutions by the Central Committee of the MPR.
Other universities include Kongo University (founded in 1990 as the University of Bas-Zaïre)
and the University of Mbuji-Mayi (founded 1990). There are also university institutes in
Kinshasa, Kisangani, Lubumbashi, and Buvaku and two arts academies in Kinshasa.
 40

II.11.Provinces of the Democratic Republic of the Congo

Area in
Previous Time
Map Province Capital km2 (sq Population*
province zone
mi)

9,965
1 Kinshasa Kinshasa 11,575,000 Kinshasa[4] UTC+1
(3,848)

Kongo 53,929
2 Matadi 5,575,000 Bas-Congo[4] UTC+1
Central (20,822)

89,974
3 Kwango Kenge 1,994,036 Bandundu UTC+1
(34,739)

78,219
4 Kwilu Bandundu 5,174,718 Bandundu UTC+1
(30,201)

Mai- 127,465
5 Inongo 1,768,327 Bandundu UTC+1
Ndombe (49,215)

6 Kasaï Tshikapa 95,631 3,199,891 Kasaï- UTC+2

 41

Area in
Previous Time
Map Province Capital km2 (sq Population*
province zone
mi)

(36,923) Occidental

Kasaï- 59,111 Kasaï-

7 Kananga 2,976,806 UTC+2
Central (22,823) Occidental

Kasaï- 9,481 Kasaï-

8 Mbuji-Mayi 2,702,430 UTC+2
Oriental (3,661) Oriental

56,010 Kasaï-
9 Lomami Kabinda 2,048,839 UTC+2
(21,630) Oriental

105,000 Kasaï-
10 Sankuru Lusambo 1,374,239 UTC+2
(41,000) Oriental

132,520
11 Maniema Kindu 2,333,000 Maniema[4] UTC+2
(51,170)

65,070
12 South Kivu Bukavu 5,772,000 South Kivu[4] UTC+2
(25,120)

59,483
13 North Kivu Goma 6,655,000 North Kivu[4] UTC+2
(22,967)

65,658
14 Ituri Bunia 4,241,236 Orientale UTC+2
(25,351)

15 Haut-Uele Isiro 89,683 1,920,867 Orientale UTC+2

 42

Area in
Previous Time
Map Province Capital km2 (sq Population*
province zone
mi)

(34,627)

199,567
16 Tshopo Kisangani 2,614,630 Orientale UTC+2
(77,053)

148,331
17 Bas-Uele Buta 1,093,845 Orientale UTC+2
(57,271)

Nord- 56,644
18 Gbadolite 1,482,076 Équateur UTC+1
Ubangi (21,870)

58,141
19 Mongala Lisala 1,793,564 Équateur UTC+1
(22,448)

51,648
20 Sud-Ubangi Gemena 2,744,345 Équateur UTC+1
(19,941)

103,902
21 Équateur Mbandaka 1,626,606 Équateur UTC+1
(40,117)

132,940
22 Tshuapa Boende 1,316,855 Équateur UTC+1
(51,330)

134,940
23 Tanganyika Kalemie 2,482,001 Katanga UTC+2
(52,100)

24 Haut- Kamina 108,204 2,540,127 Katanga UTC+2

 43

Area in
Previous Time
Map Province Capital km2 (sq Population*
province zone
mi)

Lomami (41,778)

121,308
25 Lualaba Kolwezi 1,677,288 Katanga UTC+2
(46,837)

Haut- 132,425 UTC+2

26 Lubumbashi 3,960,945 Katanga
Katanga (51,130)

II.12.Some Congolese hotels and airports

II.12.1. Hotels in DR.Congo

II.12.1.1.Grand hotel in Kinshasa (Kinshasa)

The Grand Hotel de Kinshasa (GHK) is a five-star hotel in Kinshasa, Democratic Republic of
Congo. It has 422 rooms and suites, and conference and banquet rooms. The main building
has 20 floors and is located on Avenue des Batetela, northwest of the commune of Gombe. It
is the biggest hotel in Kinshasa and in the country. It was named the Intercontinental from
1971 to 2000. Its ground floor houses a commercial gallery of luxury boutiques. The hotel is
part of the Grands Hôtels du Congo company, which was created by ordinance no. 68/377 on
August 13, 1968. On November 5, 1971, the management of the hotel was entrusted to the
Intercontinental Hôtels Corporation company for a period 20 years, and in 1991 by an
extension of 10 years until 2001. On November 27, 1999, the Intercontinental group
terminated its operating contract with the Grands Hôtels du Congo company, while remaining
co-owner in the same way as the Congolese State. On May 16, 2000, the hotel was renamed
 44

"Grand Hôtel de Kinshasa".( http://cccrdc.org/fr/index.php/fr/vue-sur-la-rdc/les-hotels-a-

kinshasa)

After 26 months of work, financed with own funds to the tune of 28 million USD, the
Pullman Congo Hotel is renewing all its technical equipment. The renovated wing offers 190
rooms including 23 suites and a presidential suite. There is also a main hall and a lobby
worthy of a 5-star hotel with more than 400 rooms…

President Joseph Kabila inaugurated, on Wednesday morning, October 8, 2014, the renovated
wing of the Grand Hotel Kinshasa (GHK), a subsidiary of the Société des Grands Hôtels du
Congo. The ceremony took place in front of a very select audience, mainly composed of
heads of corps including Prime Minister Augustin Matata Ponyo, Aubin Minaku and Léon
Kengo wa Dondo, respectively President of the National Assembly and Speaker of the
Senate. There are also a few public officials, provincial governors and heads of diplomatic
missions posted in Kinshasa. After two years and two months of work carried out by the
 45

"Consonni" company, European leader in hotel renovation, the main new-look wing of the
GHK has renewed all the technical equipment of the entire hotel. It is precisely an electrical
station, a cold chain, ventilation and water. Not only. 190 rooms including 23 suites and a
presidential suite are now fitted out.

Faced with competition resulting from the unprecedented hotel boom recently observed in
Kinshasa, "the GHK now has an ultramodern kitchen equipped to produce 2,000 meals a
day", specifies the number 1 of the Société des Grands Hôtels du Congo, Romain Fedler of
Swiss nationality.

In addition, Romain Fedler, recalled that the work inaugurated yesterday is of a high
standard, meeting the standards of an international 5-star hotel. For the record, the site began
in June 2012, concretely with the arrival of Italian teams and materials in Kinshasa. In this
case 300 containers, 25,000 tons of materials, 1,500 kilometers of cable. The whole, for a
total of 28 million investment, of which 6 million had been allocated to the Congolese
economy. "The Pullman Grand Hotel Kinshasa reflects the vision of modernization
implemented by the President of the Democratic Republic of Congo, Mr. Joseph Kabila",
added Romain Fedler. The project to modernize the main wing of the Pullman Grand Hotel
Kinshasa dates back to 2011. The responsibility was entrusted to the architectural office
"Axcess Congo" to study and develop a reform project, and establish execution plans with
specifications. loads. An international call for tenders was launched in November 2011. And
it was the "Consonni" company, whose notoriety is legendary in the European world, that
was the lucky winner. The current Pullman Grand Hotel Kinshasa was founded by the
Congolese Government and the Intercontinental in 1968. The wing inaugurated yesterday
was opened in its old version on October 2, 1971. After 43 years of uninterrupted operation,
it was therefore necessary to break with the 'seniority. "
 46

The opening of this new tower demonstrates how great and rapidly changing the economic
potential of the Democratic Republic of Congo is. But the opening of this new wing is proof
that the Democratic Republic of the Congo is indeed a country that has not finished
surprising us, but that it is above all a country standing up", concluded the Director General
of the Société des Grands Hôtels du Congo, Romain Fedler.The Pullman Grand Congo
Kinshasa is a mixed company in which the Congolese State holds 50% of the
shares.Currently, the group has a brand new instrument, with modern equipment .

Certainly, one thing is to have modern infrastructures. But another and most important is to
perpetuate the work. It is therefore in this concern to properly manage the Grands Hôtels du
Congo company that a management partnership was signed on September 12 with the
"Accor" group. "For three areas, the management of the operation of the Hotel has been
entrusted to the delegates of this group. "Accor" is the world leader in hotel management with
more than 3,500 hotels to its credit under the banners of IBIS, Mercure, Novotel, Pullman
and Sofitel", reminded Romain Fedler, before emphasizing that "the immediate future is
definitely turned towards modernization with the renovation of all our lounges in the next six
months and then the renovation of the tower".

"Rainbow" country not in terms of racial diversity, but because of its plural culture, the
Democratic Republic of Congo, insists Mrs. Louise Munga, "is a dream tourist destination,
capable of seducing by its majestic river , its Atlantic coast, an exceptionally rich fauna and
flora". In his speech, the number 1 of the Congolese portfolio was not limited to
protocol. Much more. She invited the Board of Directors of the Pullman Grand Hotel
Kinshasa to a managerial spirit. The exhortation consisted in taking initiatives likely to make
this structure a true flagship of the hotel industry in the Democratic Republic of Congo. Also,
she invited the managers of the Pullman Grand Hotel Kinshasa, not only to secure
 47

employment, improve the working conditions of its staff, but also and above all, to contribute
to the creation of new opportunities.

II.12.1.2.Memling Hotel (Kinshasa)

Hotel Memling is a five-star hotel in Kinshasa, Democratic Republic of Congo, built during
the Belgian Congo era. It was built between 1937 and 1964 in Léopoldville (now Kinshasa)
in the Belgian Congo by Sabena (Société Anonyme Belge d'Exploitation et de Navigation
Aérienne), the former Belgian airline, in order to offer the opportunity to its customers to
enjoy the accommodations of a hotel. It is located in the very center of the city, between
Boulevard du 30 juin and the Grand Marché de Kinshasa, more precisely at No. 5 Avenue
Tchad in the commune of Gombe. The hotel, modernized several times since 1964, in 1989
by the architectural firm Henri Montois and also after the looting of September 1991 and
January 1993, today has many rooms, meeting rooms, including the Virunga conference or
banking room. When Sabena went bankrupt in 2001, the future of the hotel was uncertain.
From 2001 it was managed, in the context of the bankruptcy, by the Compagnie des Grands
Hôtels Africains. The name of the hotel refers to the famous Belgian painter Hans Memling.

The Memling hotel is a place for seminars, receptions, events, openings, press conferences
and important shows in Kinshasa. International agreements have also been signed there.
 48

There are some copies of the international press. In 1994, the evening in memory of the
Congolese singer Abeti Masikini was organized there.
In 2009, the FIFA World Cup trophy, en route to South Africa, was displayed there for 48
hours.

On June 29 and 30, 2010, journalist Nathalie Maleux presents live on RTBF, from the roof of
the Memling hotel, two special editions of the 7:30 p.m. news as well as two special pages of
the 1 p.m. news on the same days on the occasion of the 50th anniversary of Congo's
independence.

II.12.1.3.The Congo River Hotel (Kinshasa)

The Congo River Hotel was inaugurated on October 6, 2012. Located on the banks of the
majestic Congo River, at 119 Boulevard Colonel TSHATSHI in Kinshasa - Gombe, this five-
star hotel was born from the rehabilitation of the former CCIZ Building (Centre Commerce
International du Zaire) discontinued. The rehabilitation of the Congo River Hotel was made
possible thanks to a concession contract signed between the Congolese State and a Chinese
firm Oxymore Industrial Group.
 49

With its 377 rooms, an auditorium, the Congo River Hotel is a jewel that has just been added
to the hotel chain of the Democratic Republic of Congo. This project initiated by the
Congolese government takes up the challenge of encouraging private investment in the
economy of Congo, modernizing the tourist environment of the city of Kinshasa and
launching the economic and social development of the country through job creation.

II.12.1.4.Hotel Karavia - Lubumbashi (Province of Katanga)

 50

II.12.2. Democratic Republic of Congo Airports7

Airport Code Airport Name

International Airport Senior

FZAA KINSHASA N'DJILI

International Airports 1st Class

Category 1

FZNA GOMA

FZQA LUBUMBASHI

Category 2

FZFD GBADOLITE (can’t be considered as such anymore since 1997)

FZIC KISANGANI / BANGOKA

FZWA MBUJI-MAYI (Assimilé à l’aéroport Int. Cat. 2.)

National Airports 2nd Class

Category 1

FZMA BUKAVU / KAVUMU

FZUA KANANGA

FZAB KINSHASA / ND’OLO

FZUK TSHIKAPA

Category 2

FZBO BANDUNDU

FZKA BUNIA

FZFK GEMENA

FZJH ISIRO

FZRF KALEMIE

FZOA KINDU

7
https://dlca.logcluster.org/display/public/DLCA/2.2+Democratic+Republic+of+Congo+Avia
tion
 51

FZQM KOLWEZI

FZVA LODJA

FZEA MBANDAKA

FZAG MUANDA

FZIA KISANGANI / SIMI-SIMI

Airfields 3rd Class

Category 1

FZFU BUMBA

FZKJ BUTA / ZEGA

FZCF KAHEMBA

FZCA KIKWIT

FZGA LISALA

FZCG TEMBO

Category 2

FZFE ABUMOMBAZI

FZEN BASANKUSU

FZGN BOENDE

FZAJ BOMA

FZGV IKELA

FZVS ILEBO

FZBA INONGO

FZRM KABALO

FZWT KABINDA / NTUNTA

FZOD KALIMA

FZSB KAMINA / VILLE

FZOK KASONGO

FZCS KENGE

FZBT KIRI
 52

FZRQ KONGOLO

FZFA LIBENGE

FZQU LUBUDI

FZVI LUSAMBO

FZRA MANONO

FZAM MATADI

FZBI NIOKI

FZOP PUNIA

FZNC RUTSHURU

FZMW SHABUNDA

FZVJ TSHUMBE

FZMB BUTEMBO
 53

CHAPTER III. THE STUDY ON THE USE OF ENGLISH BY HOSTESS IN DRC

III.1. Presentation and results Analysis

III.1.1. the study population

The concept of population refers to the categorized groups of individuals targeted in this
particular research. This is the personal population of the bank of africa.

III.1.2. Sample

Sampling in Research In research terms a sample is a group of people, objects, or items that
are taken from a larger population for measurement. The sample should be representative of
the population to ensure that we can generalize the findings from the research sample to the
population as a whole8.

For our survey, we selected a sample of 50 people made up of workers in Congolese hotels
and airports.

Our questions were formulated as multiple choice questions, i.e., we offered our respondents
several possible answers. We also used closed-ended questions that require a single response,
such as YES or NO. This is a simple counting of the frequencies of responses and a
interpretation of the data into percentages.

For the calculation of percentage, the formula used is the following:

𝑭𝒙𝟏𝟎𝟎
%=
𝑵
F : frequency
N : sample size
% : percentage achieved
100 : convention formula

Here is how the 50 respondents are subdivided according to identity and interest variables:

8
Sampling In Research - The Hillingdon Hospitals NHS ...
 20% 20% 20%

40% 40% 20%

0%
10
10

+33 +33
0

20% 20%
Age range

Age range
10
10
20

26-32 26-32
10
10
20

18-25 18-25
0%

0%

0%

French French
0
0
0

South
Nationality

Nationality

0%

0%

0%

South african
0
0
0

african
0%

0%

0%

American American
0
0
0

0% 10% 50%

% 0% 50%
100
25
25
50

Congolese Congolese
% 10% %

laundry
laundry chief
5
0
5

chief
10

10

Cashier Cashier
0
5
5
Responsibility

Responsibility

rooms rooms
20%

20%

40%
10
10
20

service service
Receptionnis Receptionnis
10%

10% 16% 10%

30% 16% 16% 18% 20% 20% 20%

10
5
5

t t
4%
10

Serving only Serving only

2
8

Les Les
10% 10%
54

10

Beatitudes Beatitudes
5
5

hotel hotel
8%

Sultani hotel Sultani hotel

5
4
9
Company

Company
Table 1. Presentation of variable identities in absolute values

Memling Memling
10% 10% 10%
6%
3
5
8

hotel hotel
pullman pullman
6%
3
5
8

hotel hotel
Ndj'ili
20%
10

15

Ndj'ili Airport
5

Airport

10%

10%

20%
10

others others
5
5

Bachelor's
Bachelor's

20%

20%
0%
10
10
Education

Education
degree in
0
degree in inn
inn
Graduate in Graduate in

48%

50%
2%
24
25
1
inn inn
high school
high school

10%

10%
0%
degree in

0
5
5
degree in inn
inn
Gender

Gender

100%
36%

64%
18
32
50
Numbe Number

Total

Total
M

M
F

F
 55

Chart 2. Presentation of variable identities in absolute values

60

50

40

30

20
M
F
10
Total
0
high Bachel
Les
school Gradu or's Ndj'ili pullm Memli Recep rooms South
numb Sultan Beatit Servin Cashie laundr Congo Ameri Frenc
degre ate in degre others Airpor an ng tionnis servic africa 18-25 26-32 33
er i hotel udes g only r y chief lese can h
e in inn e in t hotel hotel t e n
hotel
inn inn
Gender Education company Responsibility Nationality Age range
M 18 0 1 0 5 10 3 3 5 5 2 5 10 0 5 25 0 0 0 10 10 0
F 32 5 24 10 5 5 5 5 4 5 8 5 10 5 0 25 0 0 0 10 10 10
Total 50 5 25 10 10 15 8 8 9 10 10 10 20 5 5 50 0 0 0 20 20 10

Chart 3. Presentation of identity variables in percentage

 56

120%

100%

80%

60%

40%
M
20% F
Total
0%
high Bache
Les
school Gradu lor's Ndj'ili pullm Memli Recep rooms laundr South
numb Sultan Beatit Servin Cashi Congo Ameri Frenc
degre ate in degre others Airpor an ng tionni servic y africa 18-25 26-32 33
er i hotel udes g only er lese can h
e in inn e in t hotel hotel st e chief n
hotel
inn inn
Gender Education company Responsibility Nationality Age range
M 36% 0% 2% 0% 10% 20% 6% 6% 10% 10% 4% 10% 20% 0% 10% 50% 0% 0% 0% 20% 20% 0%
F 64% 10% 48% 20% 10% 10% 10% 10% 8% 10% 16% 10% 20% 10% 0% 50% 0% 0% 0% 20% 20% 20%
Total 100% 10% 50% 20% 20% 30% 16% 16% 18% 20% 20% 20% 40% 10% 10% 100% 0% 0% 0% 40% 40% 20%
 57

Interpretation of identity variables

Of the 100% surveyed, 36% were men and 64% were women. Each of them works in a
hospitality facility. Of these 100%, 10% of the women had a state diploma in hotel
management, 50% had a degree in hotel management, 20% had a bachelor's degree in hotel
management, and 10% had diplomas in other fields (nutrition, management, computer
science, etc.). As for the host establishment where each of them works, out of 100% of those
surveyed, 30% work at the Ndj'ili airport, 16% at Pullman hotel, 16% at Memling hotel, 18%
at Sultani hotel and finally 20% at Les Beatitudes hotel. As for the responsibilities that each
of them assumes, 20% serve only, 20% are receptionists, 40% take care of the rooms or
accommodation of clients in rooms, 10% take care of the cashier and 10% take care of the
laundry. As for the nationality of each person, we found that 100% of the people surveyed
were Congolese. Finally, as for the age group, 40% of the people belong to the 18 to 25 age
group, 40% belong to the 26 to 32 age group and finally, 20% are older than 33 years old.
 58

Table 2. Presentation of variable interest in absolute value and in percentage

Is the English Is there any Is there any
language catch-up consequences
Do you think
What language do When you have a meeting, When you have a meeting, what mastery one of strategy for for lack of the
that English is
Gender you use at your what language is allowed in language is allowed in your the workers with English
more useful
work place? your meeting with the CEO? meeting with employees? requirements to no mastery of language
your company?
be hired in the the English mastery in your
company? Language? company?

ES.Customers,
understaning
earning a lot
reduction of
relationship

slowness in
fromno

yes( lost of
with them)

diffiulty in
customer's
needs or
Number

keeping
English

French

orders,
Other

yes

yes

yes
no

no

no
A

C
b

d
e

them,
M 18 5 5 0 6 4 4 5 2 2 0 5 7 2 2 0 8 5 0 25 25 0
F 32 5 10 25 20 20 4 15 8 10 0 5 8 8 13 0 32 5 0 25 25 0
Total 50 10 15 25 26 24 8 20 10 12 0 10 15 10 15 0 40 10 0 50 50 0
Is the English Is there any Is there any
language catch-up consequences
Do you think
What language do When you have a meeting, When you have a meeting, what mastery one of strategy for for lack of the
that English is
Gender you use at your what language is allowed in language is allowed in your the workers with English
more useful
work place? your meeting with the CEO? meeting with employees? requirements to no mastery of language
your company?
be hired in the the English mastery in your
company? Language? company?

ES.Customers
understaning
earning a lot
reduction of

, diffiulty in
relationship

slowness in
fromno

yes( lost of
with them)

customer's
needs or
Number

keeping
English

French

orders,
Other

yes

yes

yes
no

no

no
C

C
b

d
a

them,
10
M 36% 10% 10% 0% 12% 8% 8% 4% 4% 0% 10% 14% 4% 4% 0% 16% 10% 0% 50% 50% 0%
%
50 30 16
F 64% 10% 20% 40% 40% 8% 20% 0% 10% 16% 16% 26% 0% 64% 10% 0% 50% 50% 0%
% % %
50 40 20 100 100
Total 100% 20% 30% 52% 48% 16% 24% 0% 20% 30% 20% 30% 0% 80% 20% 0% 0%
% % % % %
 59

Chart 3.presentation des interest variables en valeur absolue

60
50
40
30
20
10
0
yes(
lost of
ES.Cu
stome
rs, M
diffiul
numb Englis Frenc ty in F
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M 18 5 5 0 6 4 4 5 2 2 0 5 7 2 2 0 8 5 0 25 25 0
F 32 5 10 25 20 20 4 15 8 10 0 5 8 8 13 0 32 5 0 25 25 0
Total 50 10 15 25 26 24 8 20 10 12 0 10 15 10 15 0 40 10 0 50 50 0
 60

Chart 4.presentation des interest variables en pourcentage

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M 36% 10% 10% 0% 12% 8% 8% 10% 4% 4% 0% 10% 14% 4% 4% 0% 16% 10% 0% 50% 50% 0%
F 64% 10% 20% 50% 40% 40% 8% 30% 16% 20% 0% 10% 16% 16% 26% 0% 64% 10% 0% 50% 50% 0%
Total 100% 20% 30% 50% 52% 48% 16% 40% 20% 24% 0% 20% 30% 20% 30% 0% 80% 20% 0% 100% 100% 0%
 61

Interpretation of interest variables

The respondents have given back to our questions of interest variables at their disposal. Thus,
without delay, we will interpret the data from our surveys.

As for the question: What language do you use at your work place, out of 100% of the
respondents, 20% said that they use English in their workplace, 30% said that it is French and
50% use other languages (Lingala for example).

As for the question: "Do you think that English is more useful in your company? 52% of the
people surveyed said yes, that English is more useful in their company and 48% said that
English is not more useful in their company.

As for the question: When you have a meeting, what language is allowed in your meeting
with the CEO? out of 100% of the people surveyed, 16% of the people said yes that it is
English that is allowed when there is a meeting with the CEO, 40% said that it is French, 20%
said that it is English with French interpretation, 24% said that it is French with English
interpretation.

As for the question: When you have a meeting, what language is allowed in your meeting
with employees? Out of 100% of the people surveyed, 20% of the people said yes that it is
English that is allowed when there is a meeting with employees, 30% said that it is French,
20% said that it is English with French interpretation, 30% said that it is French interpreting
into English.

As for the question: Is the English language mastery one of the requirements to be hired in
the company? Out of 100% of the people surveyed, 80% said yes that the mastery of the
English language is one of the requirements to be hired in the company and 20% said that it is
not.

As for the question: Is there any catch-up strategy for workers with no mastery of the English
Language? 100% of the respondents said that there is no strategy in place for workers with no
mastery of the English language.

To the question: Are there any consequences for lack of the English language mastery in
your company? In response to this question, 100% of respondents said that there are
consequences that would arise from the lack of English language skills in their company. And
they listed some of these consequences: loss of English-speaking customers, difficulty in
understanding customer needs or orders, slowness in earning a lot of money from them,
reduction of relationships with them.
 62

III.2. Suggestions

To strengthen the use of the English language by Congolese hostesses, it is imperative to

ensure greater involvement of English language trainers having oriented themselves to the
English for business purpose in order to help them master even hotel English because each of
them is called to know how to master the jargon useful in its tasks in English. The General
Managers of the hotels or even the managers of the hotels are called to organize trainings in
English language internally in order to benefit because of relation which they would maintain
with the foreign customers speaking English because the English would allow an easy and
easy communication with them, their needs are understood without problem and will be
satisfied also easily. When hiring, demand that the future workers know enough English
language and if not, they should be subjected to accelerated English language training.
Managers should provide funds for English language training for hotel workers who do not
yet know English. Lectures on the importance of using the English language can be organized
to show hostesses the elements that contribute to their field that they were unaware of and
that could boost them.

Partial Conclusion

In this chapter, the aim was to analyze all the data of our research, to control all the variables
such as: gender, education, company, responsibility, nationality annd age range, to interpret
the results from the survey.
 63

CONCLUSION GENERALE

The prescription above refers to "the use of the English language by the hostesses of the
DRC". We started from the observation on the consequences or effects of the use of the
English language in the hospital companies of the DRC in the increase of the acquisition of
opportunities coming from the English speaking countries for their good of the company.

The objective was to know the opinions of the Congolese hostesses vis-à-vis the
consequences that the English language causes through its use within the companies where
they work, i.e. determining the relationship between English communication skill and
employability in hospitality industry.

As for the verification of the hypothesis, we resorted to the methods Data collection tool:
survey questionnaire and Sample Design supported by documentary techniques. Our work
was divided into three chapters:

- the first chapter deals with conceptual and theoretical framework;

- the second chapter is about the presentation of the study field;
- and as for the last chapter, we have the study on the use of English in DRC’S Hostess
profession.
 64

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16. Sampling In Research - The Hillingdon Hospitals NHS ...