Learning English as a second language in the back-of-the-House: proficiency and employment from the perspective of hotel human resource directors

Abstract

Researchers in hospitality and human resources collaborated with researchers in teaching English to speakers of other languages to uncover the language needs of back-of-the-house employees at 15 hotels in a large resort area in the southeastern United States as perceived by human resource directors (n = 19). Results indicate few language barriers in securing employment but multiple communication breakdowns related to customer engagement as well as employee retention and promotion. Additionally, few properties offered quality English language programs that meet industry needs. The researchers suggest a model for language training that targets fluency in English as a second language specifically for hospitality and links it to workplace communication practices.