Yolanda Herdina Jasmine (2019) The Needs Of English Language Skills Among Hotel Staffs In Bekizaar Hotel Surabaya To Intensify The Service Quality. Tugas Akhir D3 thesis, UNIVERSITAS AIRLANGGA.

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Abstract

There were several main steps that could be concluded from this final report . First, the interview was conducted to find out the ability of the staffs in English, because I needed to measure their point of view to get the information about staffs’ perceptions of the importance of English language in their daily work which including the problem which occur when using English, the important role of English for the company, and English skills that want to improve. The result of the interview was the staffs have an interest to develop the abilities, especially in speaking and writing to increase their service quality. Second, after conducting an interview I needed another perspective to strengthen or support the result of the interview. I would like to find a better understanding to each person characteristics in order to identify their language needs and how it is related to the workplace standard. The assessment of the staff current skills in order to decide what they are lacking. The data were obtained by questionnaire in order to respond with their own views and self-rating. The questionnaire include the information of their own ability include speaking, writing, reading and listening skills. The result of the questionnaire is the participants cannot express the idea through English language, so it affect to the grammatical skills, ability to have a conversations by phone, and explain the hotel’s facilities.

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