The Development Guideline of English Communication Potentiality for Receptionists: A case study of a 3-star hotel in Phang Nga province

Abstract

                   The objective of this study was to assess the English communication potential of a 3-star hotel front desk staff in Phang Nga province, to study the English communication factors and propose guidelines for developing the English communication skills of hotel front desk staff in Phang Nga province. The study employed quantitative research, namely a questionnaire with foreign tourists who use only English for communication and stay for two nights or more. Using descriptive statistics to find frequency, percentage, and information about English communication factors of 3-star hotel front desk staffs in Phang Nga province, the results were analyzed by using average statistics, standard deviation, and hypothesis testing by analyzing variance using static F-test (One-Way ANOVA), the study showed that the learning process of English grammar had a low level of competency. The average was 2.08 in problem-solving tact. For a moderate level of competency, the mean was 3.50, with a standard deviation of 0.61. The English communication factor of the front desk staff found that the respect of Thais for the highest level of competency showed a mean of 4.13, with a standard deviation of 0.61. The highest level of competency carried an average value of 4.37. Impressing the client to return to use the service again – To have a low level of competency, the mean was 1.97, and standard deviation 0.65. Intention of client behavior found that receiving good service continued. For a high level of competency, the mean value was 3.51. Suggestions had the lowest level of performance, with a mean of 1.00 and standard deviation of 0.00.