English Speaking Training to Hotel Staff for a Better Hotel Service Quality

Abstract

Improving service quality is one of the most crucial issues in surviving in the increasingly competitive global hospitality sector. Communication skills, particularly speaking talents, are necessary to maintain a positive image in the eyes of clients. However, not all hotels employ English-speaking employees. This community service program aims to improve the English communication skills of Alana hotel staff. The training method includes lectures, demonstrations, and role playing. The training concept encompasses hospitality services and complaint management. 10 employees from the front office and cleaning divisions took part in the training. The training results reveal that staff's ability to communicate in English has improved. This is evident from the average pre-test score of 59.3 and the average post-test score of 76.3. This program has been running successfully since it can improve the communication skills among the Alana Hotel Solo staff members, thereby supporting an increase in the professionalism of carrying out daily duties in the workplace. Therefore, it was recommended that the hotel establish a space where staff can practice using English in the workplace.