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研究生:都曼修
研究生(外文):DO, MANH HIEU
論文名稱:飯店英語:越南飯店櫃台員工的專業英語需求分析
論文名稱(外文):Hotel English: A Needs Analysis of Hotel Front Desk Staff, Vietnam
指導教授:鄭英雪
指導教授(外文):CHENG, YING-HSUEH
口試委員:黃耀鋒陳玟君
口試委員(外文):HUANG, YAO-FENGCHEN, WEN-CHUN
口試日期:2019-06-11
學位類別:碩士
校院名稱:國立中正大學
系所名稱:外國語文學系英語教學研究所
學門:教育學門
學類:普通科目教育學類
論文種類:學術論文
論文出版年:2019
畢業學年度:107
語文別:英文
論文頁數:111
中文關鍵詞:專業英語需求分析質性方法飯店英語
外文關鍵詞:ESPNeeds analysisQualitative methodHotel English
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專業英語(ESP)是一種語言課程設計,通常用來訓練學習者有目的地學習特殊專業領域的英語(Woodrow,2017)。許多與ESP相關的研究都是在不同國家的飯店業進行的。然而,很少有研究調查越南飯店接待員的英語語言需求。為填補這項研究缺口,本研究主要針對越南順化市五家國際飯店的櫃台員工進行專業英語需求分析。此外,本研究想瞭解飯店提供的培訓計劃的成效,並調查此類培訓是否滿足其需求。為了全面瞭解飯店接待員的需求以及他們對培訓計劃的期望,本研究採用質性研究方法進行資料收集,總共邀請了來自五家不同飯店的十五名飯店櫃台員工和三名經理參加半結構式訪談。
本研究主要有四個發現。首先,受訪者表示他們經常需要使用英語口說和聽力技巧,而閱讀和寫作技巧則較少使用。其次,參與者在工作場所常遇到聽不懂旅客的口音,講話速度和發音等挑戰,尤其是在電話交談或處理旅客的投訴時。此外,受訪者指出,飯店的員工培訓很有幫助;然而,大多數仍表示他們需要英語課程來提升他們的英語技能。最後,關於參加英語培訓課程的頻率,受訪者認為有必要每週兩堂,每堂課兩小時。在教學方法方面,飯店櫃檯員工希望能有豐富的互動,譬如進行小組討論並彼此分享想法。
目前研究顯示,飯店櫃台員工常需使用口語和聽力技巧。從訪談結果得知受訪者希望接受更多口語和聽力能力的培訓。因此,建議大學講師可以讓未來的學生練習聆聽來自不同國家的口音,不同的語速和發音方式。另外,飯店管理階層可以提供相關培訓以訓練工作場合所需的語言技能(譬如用英語處理旅客的投訴和電話交談)。透過本研究,希望這些建議可以成為未來飯店櫃檯員工英語培訓課程的指南。

English for Specific Purposes (ESP) is considered a language course design to train learners who have a specific purpose in learning English (Woodrow, 2017). Many ESP-related studies were conducted in the field of hotel industry. However, little research has investigated English language needs of Vietnamese hotel front desk staff. To bridge this gap, this study aims to conduct an English needs analysis of hotel front desk staff at five international hotels in Hue City, Vietnam. In addition, this study intends to uncover the effects of the training programs offered by the hotels and investigates whether such training meets their needs. In order to gain a thorough understanding of the needs of hotel front desk staff and their expectations about the course design, qualitative research method is adopted for data collection. A total of 15 hotel front desk staff and three managers from five different hotels are invited to participate in semi-structured interviews.
This study reveals four main findings. First, the participants reported that speaking and listening skills are frequently used, whereas reading and writing skills are less used. Second, the participants encounter some difficulties in listening in their workplaces such as understanding guests’ accents, speeds, and pronunciation, especially when dealing with guests’ complaints, and telephone conversations. Third, the hotel front desk staff report that individual training at the hotels was helpful; however, they need to have an English class to improve their English skills. Last, regarding the course duration for attending English training course, the participants consider it necessary to meet twice per week, with two hours per lesson. In terms of teaching methods, the hotel front desk staff prefer to join an interactive class where they can have group discussions and share their ideas with one another.
The present study shows that speaking and listening skills are frequently used by the hotel front desk staff. From the interview results, the participants expect to receive more training on their speaking and listening abilities. Hence, it is suggested that university instructors could facilitate future students to practice listening to different speakers’ accents, speeds, and pronunciation. Moreover, hotel managers could provide English courses to enhance language skills needed in the workplace (i.e., using English for dealing with guests’ complaints and telephone conversations). It is hoped that these suggestions can be used as guidelines for creating effective English training courses for future hotel front desk staff.

ACKNOWLEDGEMENTS I
摘要 II
ABSTRACT III
TABLE OF CONTENTS V
LIST OF TABLES VIII
LIST OF FIGURES X
CHAPTER ONE: INTRODUCTION 1
1.1 Background of the Study 1
1.2 Purpose of the Study 4
1.3 Research Questions 6
1.4 Significance of the Study 6
1.5 Definition of Terms 8
1.6 Organization of the Thesis 9
CHAPTER TWO: LITERATURE REVIEW 10
2.1 Introduction 10
2.2 Theoretical Background of English for Specific Purposes (ESP) 10
2.2.1 Definitions of ESP 10
2.2.2 Characteristics of ESP 11
2.2.3 Classifications of ESP 13
2.3 Needs Analysis in Relation to ESP Courses 14
2.4 Needs Analysis in the Business Field 19
2.5 Needs Analysis in Hotel and Tourism Industry 20
2.6 Related Studies Conducted in Vietnamese Contexts 27
2.7 Research Gaps 28
2.8 Summary 28

CHAPTER THREE: METHODOLOGY 30
3.1 Research Settings and Participants 30
3.1.1 Research Settings 30
3.1.2 Participants 31
3.2 The Pilot Study 38
3.2.1 Rationales 38
3.2.2 Findings from the Pilot Study 40
3.2.3 Limitations and Suggestions for the Main Study 41
3.3 The Main Study 43
3.4 Data Collection Procedures 44
3.5 Data Analyses 50
3.5.1 Interview Data 51
3.5.2 Observational Data: Field Notes 52
3.5.3 Descriptive Validity 53
3.6 Summary 53
CHAPTER FOUR: RESULTS AND DISCUSSIONS 54
4.1 RQ 1: What English Language Skills Are Frequently Used by the Vietnamese Hotel Front Desk Staff in Their Workplaces? 55
4.2 RQ 2: What Difficulties Do the Vietnamese Hotel Front Desk Staff Often Encounter in Their Workplaces? 62
4.3 RQ 3: How and in What Way Are They Trained in Their Workplaces in Terms of English Skills? To What Extent is the Training helpful in Terms of Solving Difficulties in English? 68
4.4 RQ 4: What Kind of English Course Design Can Be Provided to Meet Their Needs? 71
4.5 Discussions 74
4.5.1 Frequency of Using the Four English Language Skills 74
4.5.2 Difficulties in Using English 76
4.5.3 The Effects of the Training 81
4.5.4 English Course Design for Hotel Front Desk Staff 84
CHAPTER FIVE: CONCLUSIONS AND IMPLICATIONS 87
5.1 Summary of the Major Findings 87
5.2 Pedagogical Implications 89
5.4 Suggestions for Future Research 94
5.5 Summary 96
REFERENCES 97
APPENDICES 102
Appendix A: Consent Statements for the Participants 102
Appendix B: Questionnaire for Hotel Front Desk Staff 104
Appendix C: Interview Questions for Front Desk Staff 106
Appendix D: Interview Questions for Managers 108
Appendix E: Course Syllabi for Hotel Front Desk Staff 110


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