ENGLISH LANGUAGE NEEDS OF DEPARTMENT FOOD & BEVERAGE SERVICE STAFF AT THE ONSEN HOT SPRING RESORT BATU, EAST JAVA

This research investigates the English language requirements of food and beverage service staff at The Onsen Hot Spring Resort Batu, aiming to enhance customer service through effective communication with English- speaking guests. Using qualitative research methods, including semi- structured interviews with five employees, the study identifies critical language skills such as listening and speaking. Implementing targeted language training programs is recommended to improve staff proficiency in handling various communication situations, including interactions with guests of diverse English accents. Additionally, students aspiring to careers in the hotel industry should prioritize developing their English speaking and listening skills, while lecturers can design specialized English curricula. Future researchers are encouraged to expand their studies to include more hotels and departments to gain a comprehensive understanding of language needs in the hospitality industry.