ENGLISH LANGUAGE NEEDS OF DEPARTMENT FRONT OFFICE STAFF AT ASTON MOJOKERTO HOTEL & CONFERENCE CENTER

This research explores the English language requirements of front office staff at Aston Mojokerto Hotel & Conference Center, with a focus on effective communication with English- speaking guests to enhance customer service. The study uses qualitative research methods, including semi structured interviews with six employees, to identify critical language skills such as listening and speaking. It is recommended to implement targeted language training programs to improve staff proficiency in handling various communication situations, including interactions with guests of diverse English accents. Furthermore, students aspiring for hotel careers should prioritize English speaking and listening skills, while lecturers can design specialized English curricula. Future researchers are encouraged to expand studies to include more hotels and departments to gain a comprehensive understanding of language needs in the hospitality industry.