English needs analysis of food & beverage employees: A case study of a 5-star resort in Vietnam

Abstract

In light of globalization and international travel, English plays a predominant role in the tourism and hospitality industries. Hence, effective communication in English becomes a requisite skill for Food and Beverage (F&B) employees, especially in luxury resorts. Nonetheless, there has been limited research into the linguistic needs of these employees. This preliminary study explored the English language needs and problems encountered by F&B staff at a 5-star resort in Vietnam in a post-pandemic context. Data included two sets of questionnaires and semi-structured interviews of full-time F&B employees and related stakeholders. In addition, an analysis of Tripadvisor reviews was utilized to understand customers’ opinions about the employees’ English abilities. The findings showed that the F&B employees perform various tasks requiring four English skills in their daily work. Regarding problems, these employees considered listening and writing to be the most difficult skills. Also, the F&B employees expected an ESP course prioritizing speaking and listening skills to mitigate the lack of exposure to English due to the COVID-19 pandemic and its concomitant travel restrictions. Based on the findings, practical course syllabi and pedagogical implications for related ESP courses were developed.