A Needs-Based Analysis and Development of an English Language Skills Module for Front Office Employees at a Local Hotel in Batam
Keywords:
English for Specific Purposes (ESP), front office communication, module development
Abstract
This study presents a needs-based analysis and the development of an English language skills module specifically designed for front office employees at a local hotel in Batam, Indonesia. Using a Research and Development (R&D) approach and the ADDIE model (Analysis, Design, Development, Implementation, Evaluation), the module was developed based on Hutchinson & Waters' needs analysis framework. Data were collected through interviews with four front office employees, while two experts—a hotel manager and an ESP lecturer—validated the module. The analysis revealed that employees primarily struggled with listening comprehension, speaking fluency, and confidence when interacting with international guests. The findings imply that conducting a thorough needs analysis is crucial for developing effective English training materials in the hospitality industry. Without understanding the specific language challenges faced by front office employees, training programs risk being irrelevant or ineffective. This study highlights that a conducted needs analysis leads to more targeted, practical modules that directly address real workplace communication problems. It also underscores the importance of aligning training content with employee needs to improve service quality, enhance guest satisfaction, and strengthen the hotel’s role in supporting regional tourism growth.
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Sari, A. H., Makrifah, I. A., & Mubarok, T. A. (2023). Developing An English “Front Office” Supplementary Book For Hospitality Majors At Smkn 3 Kota Blitar. 6(1).
Singh, A. K. J., & Harun, R. N. S. R. (2020). Industrial trainees learning experiences of english related tasks at the workplace. Studies in English Language and Education, 7(1), 22–42. https://doi.org/10.24815/siele.v7i1.16064
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Wibawa, I. G. P. S., Wedanthi, N. K., Dewi, K. S., & Budasi, I. G. (2021). Developing English for Front Office Learning Materials. The Art of Teaching English as a Foreign Language, 2(1), 52–62. https://doi.org/10.36663/tatefl.v2i1.103
Zaki, L. B. (2022). Designing Online Learning-Based Syllabus And Materials For Tourism Department Students In Batam International University. Project (Professional Journal of English Education), 5(3), 517–526. https://doi.org/https://doi.org/10.22460/project.v5i3.p517-526
Arifuddin, A., Arafiq, A., Sujana, I. M., & Apgriyanto, K. (2020). The Mastery of and Strategies for Understanding the Idiomatic Expressions Applied by the Students of Hospitality and Tourism. Journal of Hospitality and Tourism Education, 32(3), 167–177. https://doi.org/10.1080/10963758.2019.1685392
Aryati, K. F. (2022). The Analysis of the English Use and Barriers in Front Office in Hotels in Bali. E-Journal of Linguistics, 16(2), 228. https://doi.org/10.24843/e-jl.2022.v16.i02.p08
Boonteerarak, P. (2021). LEARN Journal: Language Education and Acquisition Research Network The Development of a Communicative English Training Curriculum for Thai Counter Clerks in Convenience Stores. In Journal: Language Education and Acquisition Research Network (Vol. 14, Issue 2). https://so04.tci-thaijo.org/index.php/LEARN/index
Chilingaryan, K. (2020). English For Specific Purposes In The Hospitality Industry.
Danurdara, A. B., & Paramitha, N. A. (2022). The Impact of Front Office Service Quality on Customer Satisfaction: Evidence from Hospitality Sector in West Java. https://doi.org/10.33258/birci.v5i3.6074
Franchisca, S., Munawwaroh, K., Silfia, E., & Melati, E. (2022). Developing Hospitality E-Module To Improve Hotel Employees English Skill. 16(1). https://doi.org/10.22216/jit.v15i4.846
Hariyanto, Joyoatmojo, S., Nurkamto, J., & Gunarhadi. (2019). Developing Inquiry-Based Learning Materials To Promote Students’ Academic Achievement. International Journal of Learning, Teaching and Educational Research, 18(1), 50–61. https://doi.org/10.26803/ijlter.18.1.4
Husin, M. S., Ibrahim, R., Mello, G. de, & Ariffin, K. (2023). Perceptions on English Communication Skills Training for Hotel Front Office Employees. Proceedings of International Conference of Research on Language Education (I-RoLE 2023), 13-14 March, 2023, Noble Resort Hotel Melaka, Malaysia, 7, 773–782. https://doi.org/10.15405/epes.23097.69
Hutchinson, T., & Waters, A. (1987). English For Specific Puposes: A learning-centered approach. Cambridge: Cambridge University Press.
Ismail, N. H. A., Awwad, S. A. B., Thinakaran, R., Quah, W. B., & Muniandy, M. (2024). Virtual Reality and Gamification in Hospitality Education at Front Desk. TEM Journal, 13(3), 1973–1980. https://doi.org/10.18421/TEM133-25
Kanwar, R., Bakshi, I., & Sharma, A. (2023). Study On Hotel Front Office Practices And Its Impact On Guest Satisfaction Article In International Journal Of Research And Analytical Reviews · March 2023 Study On Hotel Front Office Practices And Its Impact On Guest Satisfaction. International Journal of Research and Analytical Reviews. https://www.researchgate.net/publication/377724863
Malicka, A., Gilabert Guerrero, R., & Norris, J. M. (2019). From needs analysis to task design: Insights from an English for specific purposes context. Language Teaching Research, 23(1), 78–106. https://doi.org/10.1177/1362168817714278
Malini, N. L. N. S., Sukarini, N. W., Yadnya, I. B. P., & Maharani, S. A. I. (2022). Exploring needs analysis of English language training: An evidence from small hotel and restaurant employees in Nusa Lembongan, Bali, Indonesia. Indonesian Journal of Applied Linguistics, 12(1), 212–223. https://doi.org/10.17509/ijal.v12i1.46437
Meira, J. V. de S., Hancer, M., Anjos, S. J. G. Dos, & Eves, A. (2023). Human Resources Practices and Employee Motivation in The Hospitality Industry: A Cross-Cultural Research. Tourism and Hospitality Management, 29(2), 157–167. https://doi.org/10.20867/thm.29.2.1
Miles, M. B., Huberman, A. M., & Saldana, J. (2014). Qualitative Data Analysis?: A Methods Sourcebook. SAGE Publications, Inc.
Narzoles, D. T. G., & Palermo, D. T. G. (2021). Workplace english language needs and their pedagogical implications in esp. International Journal of English Language and Literature Studies, 10(3), 202–212. https://doi.org/10.18488/JOURNAL.23.2021.103.202.212
Nugraha, H., & Zaki, L. B. (2024). Investigation of English Language Needs for Oil and Gas Workers. IJEE (Indonesian Journal of English Education), 11(1). https://doi.org/10.15408/ijee.v11i1.37488
Panggabean, E. D. (2023). English Communication Skills For Front Office Staff: What And Why?
Phomtham, N., Wongharn, O., Linsai, I., & Isariyawat, C. (2020). English Communication Problems in Speaking and Listening of Hotel Staffs in Buriram. Journal of English Language and Linguistics, 1(1). https://orcid.org/0000-0003-0375-4791
Pushkina, A. V., Krivoshlykova, L. V., & Larina, E. V. (2021). Skype technologies in developing listening and speaking skills when teaching English to tour guides. Perspektivy Nauki i Obrazovania, 50(2), 447–458. https://doi.org/10.32744/PSE.2021.2.31
Puspita, N. N. M., Budasi, I. G., & Ramendra, D. P. (2019). Developing English Learning Materials for Students Of Housekeeping Department at PPLP Pansophia Singaraja. PRASI: Jurnal Bahasa, Seni, Dan Pengajarannya, 14(01), 14–22. https://doi.org/https://doi.org/10.23887/prasi.v14i1.17891
Putri, Agung, A. A. G., & Suartama, I. K. (2023). E-module With The Borg and Gall Model With A Contextual Approach To Thematic Learning. Journal for Lesson and Learning Studies, 6(1), 27–34. https://doi.org/10.23887/jlls.v6i1.57482
Rebenko, M., Nikolenko, O., & Rebenko, V. (2019). Listening comprehension proficiency development of information technology students in ESP classroom. International Journal of Learning, Teaching and Educational Research, 18(11), 245–264. https://doi.org/10.26803/ijlter.18.11.15
Sari, A. H., Makrifah, I. A., & Mubarok, T. A. (2023). Developing An English “Front Office” Supplementary Book For Hospitality Majors At Smkn 3 Kota Blitar. 6(1).
Singh, A. K. J., & Harun, R. N. S. R. (2020). Industrial trainees learning experiences of english related tasks at the workplace. Studies in English Language and Education, 7(1), 22–42. https://doi.org/10.24815/siele.v7i1.16064
Sudirman, N. F., Anita, F., Hafis, M., kunci, K., Materi, P., Pembelajaran Berbicara, M., & Pembelajaran Front Office, M. (2022). Developing English Speaking Materials About Front Office. JELTE: Journal of English Language Teaching and Education, 3(1), 2022.
UN Tourism. (2024). International Tourism to Reach Pre-Pandemic Levels in 2024. https://www.unwto.org/news/international-tourism-to-reach-pre-pandemic-levels-in-2024
Wibawa, I. G. P. S., Wedanthi, N. K., Dewi, K. S., & Budasi, I. G. (2021). Developing English for Front Office Learning Materials. The Art of Teaching English as a Foreign Language, 2(1), 52–62. https://doi.org/10.36663/tatefl.v2i1.103
Zaki, L. B. (2022). Designing Online Learning-Based Syllabus And Materials For Tourism Department Students In Batam International University. Project (Professional Journal of English Education), 5(3), 517–526. https://doi.org/https://doi.org/10.22460/project.v5i3.p517-526
Published
2025-11-01
How to Cite
Zaki, L. B., Purba, A., Nugraha, H., & Febria, D. (2025). A Needs-Based Analysis and Development of an English Language Skills Module for Front Office Employees at a Local Hotel in Batam. Indonesian Journal of EFL and Linguistics, 10(2), 301-317. https://doi.org/10.21462/ijefl.v10i2.941
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Articles
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