Problems and Solutions in Using English for Communication of Cooperative Education Students in the Hotel Front Desk Department

Abstract

This mixed-method research aims to (1) study English communication problems of internship students working as hotel receptionists and (2) explore their problem-solving strategies. The sample included 11 fourth-year students from the English for Service Sectors program at Songkhla Rajabhat University, interning at hotels in Phuket. Data were collected via (1) a questionnaire with three parts personal information, English listening and speaking problems in work contexts and language use, and problem-solving strategies using a 5-point scale and (2) semi-structured interviews. Quantitative data were analyzed using descriptive statistics, while interviews were analyzed through content analysis. Results showed that (1) students faced “moderate” problems in listening to different English accents, explaining information, and using service-specific vocabulary, and felt anxious about speaking grammatically and on the phone. (2) Their problem-solving strategies were at a “high” level, including asking customers to speak slowly, using translation apps, seeking help from colleagues, using body language, and choosing simple words. (3) Skill development methods included listening to online clips, practicing speaking with customers, learning vocabulary online, and speaking with foreign colleagues. The study highlights the importance of real-life practice and technology-supported self-learning in improving communication with foreign customers.