The Development of English Conversation Training Course for Front Office Staff: A Case Study of Baiyok Hotel, Bangkok, Thailand

Nongyao Bousri

doi:doi:10.11648/j.ss.20180701.14

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The Development of English Conversation Training Course for Front Office Staff: A Case Study of Baiyok Hotel, Bangkok, Thailand

Nongyao Bousri

Published in Social Sciences (Volume 7, Issue 1)

Received: 23 August 2017 Accepted: 27 September 2017 Published: 14 December 2017

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Abstract

The purpose of research were to analyze the current working situation (after training) of English conversational skills (listening and speaking) for front office staff of Baiyok Hotel and to develop training course to achieve 70% up effectiveness criteria. In addition, need to survey the front office staff’s satisfaction toward the training course. The sample, was selected by a group of experimental research, was 15 front office staff of Baiyok Hotel, Bangkok, Thailand. The study was conducted by questionnaires. The paired-sample t-test and effect-size were used to analyze the data in order to assess the staff’s ability before and after attending the training program. Mean and standard deviation of items were used to evaluate the front office staff’s conversation and satisfactions toward the training program. The results of the study were found after the course implementation, the front office staff gained higher scores at the significant level of .05, it showed that the content was useful and it can help the staff improve their skills. The next result showed that the staff’s listening ability to customers’ order/requests (4.03) as the most usage during their work and the staff’s speaking ability to customers as the highest usage included English in different social occasions (3.94). The latest result of the most staff’s satisfaction was the highest level in teaching & learning methodology (4.53).

Published in	Social Sciences (Volume 7, Issue 1)
DOI	10.11648/j.ss.20180701.14
Page(s)	22-28
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2017. Published by Science Publishing Group

Keywords

English Conversation Skill, Hotel Front Office Staff, Training Course, Satisfaction

References

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[2]	Raja A. G. Khan, Furqan A. Khan & Dr. Muhammad A. Khan, (2011). Impact of Training and Development on Organizational Performance, University of Lahore, Pakistan.
[3]	Tuckman, B. (1975), Measuring Educational Outcomes: Fundamentals of Testing, New York: Harcourt Bruce Javanovich.
[4]	Hotel English conversation, lesson plan and course syllabus (2016), North Bangkok University, Thailand.
[5]	Mercy 29089220, 2014. Mixed up conversation: at the front desk of a hotel.
[6]	Beebe, A. Steven, Mottet, P. Timothy, Roach, K. David, (2004) Training and Development: Enhancing Communication and Leadership skills, West (Reno, NV, U.S.A.)
[7]	McGrath, S. (2008). What qualities you need to succeed?: Retrieved from travel industry careers.
[8]	Hair, D., Friedrich, G. W., & Dixon, 1. D. (2005). Strategic-communication in business and the professional, New York: Houghton Mifflin.
[9]	Darling-Hammond, L. & Sykes, G. (Eds.) (1999). Teaching as the Learning Profession, San Francisco: Jossey-Bass; Fullan, M., Hill, P., & Crevola, C. (2006). Breakthrough, Corwin Press; Wilson, S. M., Floden, R. E., Ferrini-Mundy, J. (2001). Teacher Preparation Research: Current Knowledge, Gaps, and Recommendations, A Research Report Prepared for the U.S., Department of Education, Seattle, WA: Center for the Study of Teaching and Policy. (February).
[10]	Moore, M. G., & Kearsley, G. (1996) Distance education: A systems view. New York, NY: Wadsworth; Yukselturk, E., & Yildirim, Z. (2008). Investigation of interaction, course structure and flexibility as the contributing factors to students’ satisfaction in an online certificate program. Educational Technology & Society, 11(4), 51-65.
[11]	Tassanee Taraporn, Sa-ngaim & Bamrung Torat, 2014, The Development of Hotel English Training Program Focusing on Task-based Instruction to Enhance Communication Skills, Ph.D in Curriculum and Instruction, Silapakorn University, Thailand.

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Nongyao Bousri. (2017). The Development of English Conversation Training Course for Front Office Staff: A Case Study of Baiyok Hotel, Bangkok, Thailand. Social Sciences, 7(1), 22-28. https://doi.org/10.11648/j.ss.20180701.14

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ACS Style

Nongyao Bousri. The Development of English Conversation Training Course for Front Office Staff: A Case Study of Baiyok Hotel, Bangkok, Thailand. Soc. Sci. 2017, 7(1), 22-28. doi: 10.11648/j.ss.20180701.14

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AMA Style

Nongyao Bousri. The Development of English Conversation Training Course for Front Office Staff: A Case Study of Baiyok Hotel, Bangkok, Thailand. Soc Sci. 2017;7(1):22-28. doi: 10.11648/j.ss.20180701.14

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@article{10.11648/j.ss.20180701.14,
  author = {Nongyao Bousri},
  title = {The Development of English Conversation Training Course for Front Office Staff: A Case Study of Baiyok Hotel, Bangkok, Thailand},
  journal = {Social Sciences},
  volume = {7},
  number = {1},
  pages = {22-28},
  doi = {10.11648/j.ss.20180701.14},
  url = {https://doi.org/10.11648/j.ss.20180701.14},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ss.20180701.14},
  abstract = {The purpose of research were to analyze the current working situation (after training) of English conversational skills (listening and speaking) for front office staff of Baiyok Hotel and to develop training course to achieve 70% up effectiveness criteria. In addition, need to survey the front office staff’s satisfaction toward the training course. The sample, was selected by a group of experimental research, was 15 front office staff of Baiyok Hotel, Bangkok, Thailand. The study was conducted by questionnaires. The paired-sample t-test and effect-size were used to analyze the data in order to assess the staff’s ability before and after attending the training program. Mean and standard deviation of items were used to evaluate the front office staff’s conversation and satisfactions toward the training program. The results of the study were found after the course implementation, the front office staff gained higher scores at the significant level of .05, it showed that the content was useful and it can help the staff improve their skills. The next result showed that the staff’s listening ability to customers’ order/requests (4.03) as the most usage during their work and the staff’s speaking ability to customers as the highest usage included English in different social occasions (3.94). The latest result of the most staff’s satisfaction was the highest level in teaching & learning methodology (4.53).},
 year = {2017}
}

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TY  - JOUR
T1  - The Development of English Conversation Training Course for Front Office Staff: A Case Study of Baiyok Hotel, Bangkok, Thailand
AU  - Nongyao Bousri
Y1  - 2017/12/14
PY  - 2017
N1  - https://doi.org/10.11648/j.ss.20180701.14
DO  - 10.11648/j.ss.20180701.14
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JO  - Social Sciences
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AB  - The purpose of research were to analyze the current working situation (after training) of English conversational skills (listening and speaking) for front office staff of Baiyok Hotel and to develop training course to achieve 70% up effectiveness criteria. In addition, need to survey the front office staff’s satisfaction toward the training course. The sample, was selected by a group of experimental research, was 15 front office staff of Baiyok Hotel, Bangkok, Thailand. The study was conducted by questionnaires. The paired-sample t-test and effect-size were used to analyze the data in order to assess the staff’s ability before and after attending the training program. Mean and standard deviation of items were used to evaluate the front office staff’s conversation and satisfactions toward the training program. The results of the study were found after the course implementation, the front office staff gained higher scores at the significant level of .05, it showed that the content was useful and it can help the staff improve their skills. The next result showed that the staff’s listening ability to customers’ order/requests (4.03) as the most usage during their work and the staff’s speaking ability to customers as the highest usage included English in different social occasions (3.94). The latest result of the most staff’s satisfaction was the highest level in teaching & learning methodology (4.53).
VL  - 7
IS  - 1
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Author Information

Nongyao Bousri

Department of Business English, Faculty of Liberal Arts, North Bangkok University, Pathumthani, Thailand

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APA Style

Nongyao Bousri. (2017). The Development of English Conversation Training Course for Front Office Staff: A Case Study of Baiyok Hotel, Bangkok, Thailand. Social Sciences, 7(1), 22-28. https://doi.org/10.11648/j.ss.20180701.14

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ACS Style

Nongyao Bousri. The Development of English Conversation Training Course for Front Office Staff: A Case Study of Baiyok Hotel, Bangkok, Thailand. Soc. Sci. 2017, 7(1), 22-28. doi: 10.11648/j.ss.20180701.14

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AMA Style

Nongyao Bousri. The Development of English Conversation Training Course for Front Office Staff: A Case Study of Baiyok Hotel, Bangkok, Thailand. Soc Sci. 2017;7(1):22-28. doi: 10.11648/j.ss.20180701.14

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@article{10.11648/j.ss.20180701.14,
  author = {Nongyao Bousri},
  title = {The Development of English Conversation Training Course for Front Office Staff: A Case Study of Baiyok Hotel, Bangkok, Thailand},
  journal = {Social Sciences},
  volume = {7},
  number = {1},
  pages = {22-28},
  doi = {10.11648/j.ss.20180701.14},
  url = {https://doi.org/10.11648/j.ss.20180701.14},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ss.20180701.14},
  abstract = {The purpose of research were to analyze the current working situation (after training) of English conversational skills (listening and speaking) for front office staff of Baiyok Hotel and to develop training course to achieve 70% up effectiveness criteria. In addition, need to survey the front office staff’s satisfaction toward the training course. The sample, was selected by a group of experimental research, was 15 front office staff of Baiyok Hotel, Bangkok, Thailand. The study was conducted by questionnaires. The paired-sample t-test and effect-size were used to analyze the data in order to assess the staff’s ability before and after attending the training program. Mean and standard deviation of items were used to evaluate the front office staff’s conversation and satisfactions toward the training program. The results of the study were found after the course implementation, the front office staff gained higher scores at the significant level of .05, it showed that the content was useful and it can help the staff improve their skills. The next result showed that the staff’s listening ability to customers’ order/requests (4.03) as the most usage during their work and the staff’s speaking ability to customers as the highest usage included English in different social occasions (3.94). The latest result of the most staff’s satisfaction was the highest level in teaching & learning methodology (4.53).},
 year = {2017}
}

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TY  - JOUR
T1  - The Development of English Conversation Training Course for Front Office Staff: A Case Study of Baiyok Hotel, Bangkok, Thailand
AU  - Nongyao Bousri
Y1  - 2017/12/14
PY  - 2017
N1  - https://doi.org/10.11648/j.ss.20180701.14
DO  - 10.11648/j.ss.20180701.14
T2  - Social Sciences
JF  - Social Sciences
JO  - Social Sciences
SP  - 22
EP  - 28
PB  - Science Publishing Group
SN  - 2326-988X
UR  - https://doi.org/10.11648/j.ss.20180701.14
AB  - The purpose of research were to analyze the current working situation (after training) of English conversational skills (listening and speaking) for front office staff of Baiyok Hotel and to develop training course to achieve 70% up effectiveness criteria. In addition, need to survey the front office staff’s satisfaction toward the training course. The sample, was selected by a group of experimental research, was 15 front office staff of Baiyok Hotel, Bangkok, Thailand. The study was conducted by questionnaires. The paired-sample t-test and effect-size were used to analyze the data in order to assess the staff’s ability before and after attending the training program. Mean and standard deviation of items were used to evaluate the front office staff’s conversation and satisfactions toward the training program. The results of the study were found after the course implementation, the front office staff gained higher scores at the significant level of .05, it showed that the content was useful and it can help the staff improve their skills. The next result showed that the staff’s listening ability to customers’ order/requests (4.03) as the most usage during their work and the staff’s speaking ability to customers as the highest usage included English in different social occasions (3.94). The latest result of the most staff’s satisfaction was the highest level in teaching & learning methodology (4.53).
VL  - 7
IS  - 1
ER  -

Copy | Download