KnE Social Sciences
ISSN: 2518-668X
The latest conference proceedings on humanities, arts and social sciences.
Exploring Hotel Industry Perspectives on English Language Proficiency
Published date: Dec 03 2025
Journal Title: KnE Social Sciences
Issue title: The 5th International Conference on Tourism, Gastronomy, and Tourist Destination (TGDIC 2025)
Pages: 551 - 560
Authors:
Abstract:
Amid the growing prominence of English as the lingua franca in tourism and hospitality industry, there is a research gap in understanding how Indonesian hotel employers perceive English proficiency among applicants and staff. This study addresses this gap by investigating the importance of English proficiency from the standpoint of key hotel industry figures, including general managers (GM), human resource managers (HRM), managers, and supervisors. To this end, 40 hotel employers completed an online questionnaire, and six of them attended interviews. The research design is qualitative, utilizing quantitative data from the adopted questionnaire (1), and interviews to clarify the results. Employers across the board consider English proficiency essential for all staff, particularly those in customer-facing roles. Although formal tests such as the TOEFL or TOEIC are not always required, the hiring process often serves as an informal language assessment. International hotel chains typically use sophisticated platforms that include English assessments. The study reveals a notable gap in understanding how HR and GM view these language demands. The study also highlights the need for customized English training to improve communication, increase guest satisfaction, and promote business growth in today’s global hospitality industry.
Keywords: English proficiency, hospitality industry, language requirements, English assessment
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