English Needs by Hotel Receptionists in Sikka: An

Analysis of English for Hospitality

Nailil Hikmah Al-Jufri, Rikardus Nasa, Velmi Mayaputri
*
Corresponding e-mail: [email protected]

ABSTRACT
The urgency of this research is to improve the quality of hotel services in the Sikka district by identifying
hotel receptionist’s needs and challenges in using English. In addition, understanding the English
communication needs of hotel receptionists may provide beneficial insight into the industry of hotels
and hospitality. This research aims to analyze the English needs of hotel receptionists and identify the
importance of using English and the challenges often faced in communicating using English. This
research was conducted in several hotels in the Sikka district using qualitative methods. This research
employs in-depth interviews with 4 hotel receptionists to gain comprehensive data. The results showed
that good English skills are indispensable for receptionists to serve guests more effectively, provide
accurate information, handle complaints or special requests from foreign guests, create positive
experiences, and support the growth of the hotel business. In addition, this research found that the main
challenges faced by receptionists in communicating using English include a lack of technical
vocabulary, difficulty understanding different accents and dialects, and constraints in responding
quickly and appropriately in emergencies. Solutions to overcome the challenges are continuous and
focused English training is essential to overcome these challenges and improve the communication
skills of hotel receptionists. In addition, the use of technology such as translator apps can help language
obstacles in real-time. In this case, receptionists can be more confident and competent in using English,
thus providing better service to international guests.
Keywords: English Needs, Communication Challenges, Hotel Receptionist

This is an open-access article under the CC–BY-SA license.

INTRODUCTION
The hotel business is one of the industries very important to the success of the tourism
industry. A hotel business cannot be fully successful when the people in this business lack
language skills, especially English, which is necessary for providing good and effective hotel
service [1]. A hotel and resort is a company or business entity that provides overnight services
for people who travel. In the success of the tourism industry, skills in using English are needed
in the hospitality business because it can give a good impression to guests even for international
guests [2].

CECE EISSN: 3048-4316 ● PISSN: ; 3048-4324 ● DOI: 10.12928/cece.v1i1.987 79

Article Received 20 June 2024. Revised 13 August 2024.
80 Contemporary Education and Community Engagement, Vol. 1, No. 01, July 2024

The department in the hotel that most often uses English is the front office or hotel
receptionist. A hotel receptionist is a person who works in the front office of the hospitality
industry where he is responsible for welcoming guests and serving all the needs and needs of
guests, also he must be able to give a positive impression of guests who have visited the hotel.
As a sector that is highly dependent on tourism, hotels need receptionists who can communicate
with guests from various countries using English [3]. In addition, Ref. [4] said that the
receptionist is a very important job in the hotel. Therefore, a receptionist must be able to
represent the hotel in giving a positive impression to guests, through professionally providing
good service. This research is considered important because it helps understand the demands
of communication in the work environment, also good language skills can improve service to
international guests, create positive experiences, and support hotel business growth. Some of
the issues that may arise in this study involve identifying specific English language deficiencies
among hotel receptionists, as well as the barriers they face in communicating with guests. With
better English communication skills, hotel receptionists can better understand guests' needs and
desires and thus provide better services [5].

Based on my primary research, researchers found that the tourism and culture sector in
Sikka District is currently being developed by the regional government. With the increase in
the tourism and cultural sector in Sikka, the number of tourists coming has also increased. To
support all this, facilities and infrastructure include hotels as resting and stopover places for
tourists. In this case, the front office officer (hotel receptionist) as the main support is one of
the most important factors for the comfort of tourists, because it facilitates service and can give
a positive impression to visiting tourists. In addition, researchers found that of the many hotels
in Sikka, only a small number of hotel receptionists use English to facilitate their
communication with foreign guests. The need for the use of English in hotels in Sikka depends
on the foreign guests who visit, how often foreign guests visit then the ability to speak English
is needed.

Ref. [4] defines needs analysis as the process of determining the language needs needed
by a person or group of students and arranging these needs based on their priorities. Based on
the explanation above, researchers are interested in analyzing the English Language Needs of
hotel receptionists in the Sikka district. Furthermore, the need for analysis is target-centered to
find out the tasks that will be carried out in the field, so that by determining what skills,
functions, and language expressions are needed students can help carry out the work properly.
Al-Jufri et al.: English Needs by Hotel Receptionists in Sikka: An Analysis of English …(pp. 79-87) 81

Based on the opinions of experts, it can be concluded that needs analysis is a process of
determining the language needs needed by hotel receptionists.

Based on the above explanation, researchers are interested in analyzing the English needs
of hotel receptionists in Sikka. Based on the results of primary research, the researcher found
that several hotels in Sikka require English to communicate with foreign guests and are always
visited by foreigners. Therefore, it is important to learn more about the use of English by hotel
receptionists. Then, this research aims to identify:

• How important is English for hotel receptionists?

• What are the challenges faced by hotel receptionists in using English?

This research also aims to understand the importance of English in improving hotel
service quality as well as providing benefits to the hospitality industry as a whole. With the
English communication needs of hotel receptionists, it is hoped that appropriate solutions can
be found to improve the quality of services and support the growth of the hotel business in
Sikka District.

METHODS
This research uses a qualitative method with a descriptive approach that allows an in-
depth understanding of the English needs of hotel receptionists in Sikka. Descriptive qualitative
research is conducted to explain existing research without providing data manipulation of the
variables under study by conducting direct interviews [6]. The research population consisted
of hotel receptionists in the area, with a purposively selected sample to ensure adequate
representation of the various hotels. The steps in data collection began with the identification
of receptionists to be interviewed. Then, the researcher conducted in-depth interviews with
each receptionist, asking structured and unstructured questions to obtain information about
their experiences of using English at work. The interviews aimed to find out how important the
need for English is for hotel receptionists in communicating in their work environment,
including the challenges they face and the solutions they propose. This process generated rich
and in-depth data which was then thematically analyzed to identify common patterns in
receptionists' responses and experiences related to the use of English. From the analysis, key
findings can be formulated to provide better insight into the English needs of hotel receptionists
in Sikka.

The thematic analysis of the interview data aims to formulate significant conclusions
related to how important the English needs of hotel receptionists are and the challenges faced
82 Contemporary Education and Community Engagement, Vol. 1, No. 01, July 2024

in the context of the hospitality industry. It is expected that the findings of this study can make
a valuable contribution to stakeholders in the hospitality industry, including hotel management
and receptionists, in the development of appropriate training strategies and programs.
Investment in English skills development of receptionists in Sikka is expected to improve
service quality, strengthen the hotel's reputation, and increase overall guest satisfaction.

RESULTS AND DISCUSSION

The Importance of English for Hotel Receptionists
This research expands the understanding of the importance of English skills for hotel
receptionists to communicate with foreign guests with a focus on the hospitality industry in
Sikka. With 1-11 years of work experience in the hospitality industry, receptionists in Sikka are
required to have adequate English skills to serve guests more effectively. The findings of this
study are in line with previous research [7]-[10]. Collectively, these findings confirm that hotel
receptionists' English proficiency plays an important role in improving service quality, guest
satisfaction, and overall hotel image and career for hotel receptionists. Each of the previous
studies highlighted that guests served by receptionists with good English skills tend to be more
satisfied with hotel services, more likely to return to the hotel and have a more positive image
of the hotel. This research makes an additional contribution by demonstrating the relevance of
such findings in the context of the hospitality industry, particularly in Sikka. Thus, the results
of this research reinforce the belief in the importance of English skills in improving the quality
of hotel services and supporting the sustainability of the hotel business.

The findings in this research highlight the important role of English skills for hotel
receptionists in Sikka. A receptionist who is fluent in English can fluently welcome guests,
provide information about hotel facilities, and assist guests with reservations or special
requests. They are also more flexible in handling emergencies or unexpected requests. The
ability to speak English instills a high sense of professionalism and increases guest confidence
in hotel services. Research confirms that English skills are not only a necessity but also an
important aspect of providing effective service to guests, especially international guests. By
understanding and mastering English, receptionists can communicate more fluently with
guests, provide clear information, and handle requests or complaints more efficiently. This
finding is in line with Ref. [4] who emphasizes that understanding and mastering the use of
English greatly affects success in communication, so by having language skills, good service
will be easier to provide.
Al-Jufri et al.: English Needs by Hotel Receptionists in Sikka: An Analysis of English …(pp. 79-87) 83

Mastery of English is also crucial to the success of the hospitality industry, especially for
hotel receptionists. In an environment that often serves guests from different countries, English
becomes the main language of communication that allows for smooth interaction between
receptionists and international guests. With good English skills, a receptionist can easily
understand and fulfill guests' needs and requests, be it in the booking process, confirmation, or
handling of queries or complaints. More than just a communication tool, mastery of English
also reflects professionalism and enhances the hotel's image in the eyes of guests. This ability
is crucial in supporting hotel business growth. In this era of globalization, hotels not only serve
local guests but also guests from various parts of the world.

English proficiency is critical to the success of hotels and the hospitality industry [11],
as English is a universal medium of communication and essential for delivering quality service.
A receptionist who is proficient in English can fluently communicate with international guests,
ensuring that their needs and preferences are well understood. This not only increases guest
satisfaction but also opens up opportunities to expand the hotel's business network with local
and international partners. In the business world, English, as an international language, plays
an important role in consistent communication to support successful cooperation in various
companies [12]. In addition, the reputation of the hotel can also be improved by having staff
who can communicate in English. International guests tend to favor hotels that have staff who
are competent in English, thus increasing the hotel's overall footfall and revenue. Thus, good
English proficiency is not only an important aspect in providing effective service but also acts
as a strategic key in driving the hotel's business growth to a higher level and can also benefit
the hotel receptionist.

A hotel receptionist who is proficient in mastering English in the workplace gains various
positive benefits that help improve their overall performance and work experience. This is in
line with Ref. [13] who stated, that mastering English is important for hotel receptionists to
communicate effectively with guests and complete various tasks. The ability to communicate
well with international guests is one of the main advantages, allowing them to provide more
effective services and can also increase hotel business growth. In addition, mastery of English
also opens the door to wider career opportunities in the hospitality industry, by increasing the
chances of promotion. Mastering English is essential for a hotel receptionist's career [14].
Multitasking ability is also enhanced, as receptionists can seamlessly handle multiple tasks at
once, such as answering phone calls, processing reservations, and responding to guest
complaints quickly and accurately. Aside from these practical benefits, English proficiency also
84 Contemporary Education and Community Engagement, Vol. 1, No. 01, July 2024

reflects professionalism and enhances the image of the receptionist as well as the hotel as a
whole in the eyes of guests and the industry.

Challenges Faced by Hotel Receptionists in Using English

Hotel receptionists often face challenges when communicating in English, which can
impact their service to guests. The difference between accent and dialect, mastery of
vocabulary, the ability to handle complaints quickly and appropriately, and confidence in
communicating are some of the various challenges faced by hotel receptionists.

1. Difference between Accent and Dialect

The challenge of accent and dialect differences in communication by hotel receptionists

in Sikka, particularly between receptionists and guests from different English-speaking
countries, is an issue that has been widely studied in the context of the hospitality industry.
From the interview results obtained, hotel receptionists have difficulty understanding the
accents and dialects of foreign guests. For example, the United States, the United Kingdom,
Australia, and India have different accents and dialects. These accents make it difficult for
receptionists in Sikka to understand what guests want because they sound different or have
different meanings in the context of the conversation which can lead to miscommunication and
misunderstanding. If guests feel that their communication is not well understood, this can
reduce their overall level of satisfaction with the hotel. Ref. [15] found that accent and dialect
differences in hotel receptionists in China can affect hotel service quality. They found that
receptionists who have better communication skills in various accents and dialects can improve
hotel service quality.

2. Vocabulary Mastery

Hotel receptionists in Sikka often struggle with a lack of vocabulary to provide proper
information about hotel facilities, handle complaints, and fulfill guests' special requests.
Adequate vocabulary mastery is key to providing effective and satisfying services to guests in
the hospitality industry. Hotel receptionists in Sikka often face challenges when they do not
have a sufficient understanding of the vocabulary used in explaining hotel facilities, handling
complaints, or fulfilling guests' specific requests. The lack of vocabulary among hotel
receptionists in Sikka results in receptionists providing incomplete or even incorrect
information, which in turn can decrease guest satisfaction and damage the hotel's reputation.
Ref. [16] found that lack of vocabulary mastery can affect hotel service quality. They found
that receptionists who lack vocabulary mastery can have difficulty in providing accurate
Al-Jufri et al.: English Needs by Hotel Receptionists in Sikka: An Analysis of English …(pp. 79-87) 85

information to guests and increase errors in hotel services. Research shows that continuous
training in vocabulary development is important. As such, investing in the language skill
development of hotel staff will not only improve the overall guest experience but also help
build the hotel's reputation as a welcoming and professional destination for all their guests.

3. Barriers to Responding Quickly in Emergency Situations

Language limitation is also a barrier for receptionists in Sikka in responding quickly and
appropriately in emergencies. This is a serious challenge faced by hotel receptionists in Sikka,
especially when it comes to language barriers. In emergency conditions such as fires, accidents,
or urgent medical emergencies, the ability to provide instructions and information in a clear
and timely manner becomes crucial for guest safety and effective management of the situation.
Inadequacies in good communication can hinder proper response and lead to slow, potentially
even life-threatening treatment. Ref. [17] conducted a study on hotel receptionists in Korea and
found that barriers to responding quickly and appropriately can affect hotel service quality.
They found that receptionists who have barriers to response can have difficulty providing
accurate information and increase guest concerns.

4. Confidence in Communication

Confidence is also an important factor in communicating with guests in English. Some

hotel receptionists in Sikka have a low level of self-confidence that hinders them in performing
their services. Confidence in communicating in English is a key factor in maintaining service
quality and positive guest impression in the hospitality industry. Confident receptionists tend
to be better able to handle interactions in a friendly and effective manner, reducing the risk of
miscommunication or misunderstanding that could negatively affect the guest experience. A
lack of confidence can affect guest satisfaction and difficulty in answering guest questions and
increasing guest concerns [18]. Ref. [16] also said a lack of confidence can affect the quality
of hotel services cause difficulty in providing accurate information and increase errors in hotel
services. To address this issue, intensive training is conducted by several hotels in Sikka which
includes simulation exercises of real situations and daily conversation practice between
employees in the hotel. Thus, investment in the development of receptionists' English
communication skills not only improves the services provided but also strengthens the image
of professionalism and hospitality of the hotel in the eyes of guests.
86 Contemporary Education and Community Engagement, Vol. 1, No. 01, July 2024

CONCLUSION
The research emphasizes the importance of English skills for hotel receptionists in Sikka
and the hospitality industry as a whole, which are key in improving foreign guest services,
foreign guest satisfaction, and hotel image. Communication challenges, such as accent
differences, lack of vocabulary, barriers to quick responses, as well as lack of confidence,
highlight the need for attention in English skills development. Strong English skills not only
improve guest service, but also affect the hotel's image, business opportunities, and the
receptionist's career. Lack of English skills can lead to decreased guest satisfaction as well as
damage the hotel's overall reputation. To overcome this challenge, intensive training in English
is required to improve receptionists' communication skills. Hotels can provide additional
resources, such as online courses, as well as encourage regular English practice in the
workplace. Providing intensive training and proper support to hotel receptionists can improve
their ability to communicate with guests, increase guest satisfaction, and strengthen the hotel's
overall reputation. Investing in the development of employees' English language skills is
crucial to the long-term success of the hospitality industry in Sikka. The implications of these
findings for the hospitality industry in Sikka are significant. Hotels in Sikka can take concrete
steps by increasing investment in English training for their hotel receptionists. In this way,
hotels can directly improve the quality of service they provide to guests, as well as increase the
level of guest satisfaction and perception of the hotel as a whole. In addition, a deeper
understanding of the importance of English proficiency needs can also inspire the development
of more effective and focused training programs, which aim to improve the communication
skills of hotel staff in interacting with guests and can overcome the challenges faced during
communication with foreign guests.

CONFLICT OF INTEREST

The authors declare that there is no conflict of interest.

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AUTHORS

Nailil Hikmah Al-Jufri is an English Education and Literature Study Program student, the Faculty of
Teacher Training and Education, Universitas Muhammadiyah Maumere, Nusa Tenggara Timur,
Indonesia. (email: [email protected]).
Rikardus Nasa is a lecturer in the Faculty of Teacher Training and Education, Universitas
Muhammadiyah Maumere, Nusa Tenggara Timur, Indonesia. He teaches courses on Learning
Evaluation and School Management. His research is primarily focused on education. (email:
[email protected]).
Velmi Mayaputri is a lecturer at the Department of English Education and Literature, Universitas
Muhammadiyah Maumere, Nusa Tenggara Timur, Indonesia. Her research includes English teaching
and socio-cultural issues. (email: [email protected]).