English Language Communication Training Needs of Front Office Assistants of Hotels in Kuala Lumpur

Chan, Mei Yuit (1998) English Language Communication Training Needs of Front Office Assistants of Hotels in Kuala Lumpur. Masters project report, Universiti Putra Malaysia.

[img] PDF
602Kb

Abstract

In this study, English language communication training needs of Front Office Assistants are identified and described. Eight hotels of four and five-star rating in Kuala Lumpur took part in the survey, from which a total of 44 Front Office Assistants and 26 managers responded. The main aim of the research was to determine to what extent an English language communication training need exists among the Front Office Assistants, and which areas of job-based communicative activities deserve emphasis in a training programme. Also, further details of the needs of the Front Office Assistants were obtained by exploring the difference in perceptions between the Front Office Assistants and their managers regarding the needs of the Front Office Assistants. Data were collected via a needs assessment questionnaire, which required information amongst others, a rating by the respondents of the proficiency level of Front Office Assistants on 35 communicative activities, and the relevance of these activities to the job of Front Office Assistant. The result was a description of English language communication needs of the Front Office Assistants, comprising a numerical representation of the overall degree of need for such training, the degree of training need for each communicative activity, the ranking order of the communicative activities according to training importance, and comparison between the perceptions of the two respondent groups as regards the proficiency level of the Front Office Assistants, the relevance of the communicative activities to the job of Front Office Assistants, and the training importance of the communicative activities. The overall findings show that an English language communication training need exists for Front Office Assistants and that the managers felt the Front Office Assistants needed training in more of the communicative activities than the Front Office Assistants did themselves.

Item Type:Project Paper Report
Subject:English language - Malaysia - Conversation and phrase books (for restaurant and hotel personnel)
Subject:Hotels - Malaysia - Employees - Training of
Chairman Supervisor:Bahaman Abu Samah, PhD
Call Number:FPP 1998 27
Faculty or Institute:Faculty of Educational Studies
ID Code:9012
Deposited By: Nurul Hayatie Hashim
Deposited On:30 Dec 2010 10:47
Last Modified:26 Jul 2011 04:20

Repository Staff Only: Edit item detail

Document Download Statistics

This item has been downloaded for since 30 Dec 2010 10:47.

View statistics for "English Language Communication Training Needs of Front Office Assistants of Hotels in Kuala Lumpur"


Universiti Putra Malaysia Institutional Repository

Universiti Putra Malaysia Institutional Repository is an on-line digital archive that serves as a central collection and storage of scientific information and research at the Universiti Putra Malaysia.

Currently, the collections deposited in the IR consists of Master and PhD theses, Master and PhD Project Report, Journal Articles, Journal Bulletins, Conference Papers, UPM News, Newspaper Cuttings, Patents and Inaugural Lectures.

As the policy of the university does not permit users to view thesis in full text, access is only given to the first 24 pages only.