Innovation in Language Learning

Effective communication in English is crucial in the hospitality industry, as communication barriers can impact service quality and workplace integration. Nevertheless, many non-native hotel workers face challenges due to their limited proficiency. This study explores the English language needs, communication challenges, and learning preferences of non-native hotel employees enrolled in an adult ESL course in Central Florida. Participants, most of whom speak Haitian Creole or Spanish and work in housekeeping or maintenance, completed an anonymous needs analysis survey. The survey was conducted to identify how these workers use English in their jobs, which tasks they find most challenging, and which learning strategies they prefer. Findings reveal that learners struggle most with speaking and listening tasks, such as explaining hotel procedures and understanding guest requests. These results align with previous studies, which have shown that many hotel employees struggle with spoken English, which can cause misunderstandings with guests (Bouzidi, 2009; Sermsook, Nakplad, and Jantawong, 2021). These findings emphasize the importance of tailoring English for Specific Purposes (ESP) instruction to real workplace tasks. Focusing on the perspectives and experiences of immigrant hotel workers, this study contributes to the design of more relevant ESL curricula that address the linguistic demands of the hospitality sector.

Keywords: English for Specific Purposes (ESP), needs analysis, curriculum development, hospitality industry, adult ESL