A study on how to improve english communication skills of receptionists in muong thanh grand hanoi hotel

THUONGMAI UNIVERSITY
ENGLISH FACULTY
------

GRADUATION PAPER

A STUDY ON HOW TO IMPROVE ENGLISH COMMUNICATION SKILLS
OF RECEPTIONISTS IN MUONG THANH GRAND HANOI HOTEL

Supervisor:

Student’s name: TRAN THUY DUNG

M.A HOANG THI THUY

Class: K50N1
Student Code: 14D170008

Hanoi - 2018

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ABSTRACT
Research topic: “ A study on how to improve English communication skills of
Receptionists in Muong Thanh Grand Hanoi hotel” is meaningful and necessary
both in theory and practice when communicate with foreign guest by English.
This study has systematized the theoretical issues related to English listening
and speaking skills, the cause of these problems in communicate by English of
receptionists in the hotel. The study also analyzed, finds the difficulties of English
communication skills that staffs in Reception Department face with based on

reasoning andpractical expression of it through the use of data collection methodthe survey questionnaire to all receptionist
From above the difficulties, the study has given some useful solutions to
mprove English communication skills of Receptionists in Muong Thanh Grand
Hanoi hotel to help them feel more confident and professional when communicate
with foreign guest from many countries around the world.
Due to limited time, awareness and practical experience, the study could not
avoid shotcomings and errors. There fore, I look forward to receiving comments
and suggestions in order to perfect the study.

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ACKNOWLEDGEMENTS
During the process of completing the thesis, I have received warmly help
from my supervisor, teachers of English Faculty – Thuongmai University, my
family and especially are the staffs of Reception Department in Muong Thanh
Grand Hanoi Hotel.
First of all, I would like to show my deep gratitude to my beloved supervisor
– M.A. Hoang Thi Thuy, who directly guides me. Thanks for her useful advices and
detailed comments in the preparation as well as the correction. Besides, she always
supported and created favorable conditions for me to complete perfectly this
graduation paper.
Secondly, I would like to send my sincerely thank for the FO Manager of
Muong Thanh Grand Hanoi Hotel – Ms. Nguyen Thi Hien Luong, who helped and
guided me very enthusiastically during the process of interning and working. I also
send my special thanks to all staffs at the Reception Department at MTGH in
particular of contributing their ideas and experience to help me enrich my
graduation paper.
Lastly, I would like to express my deepest appreciation to my family and
friends, especially my parents who always take care of me and encouraage me to

complete the thesis.
Hanoi, April 9th, 2018
Student
Tran Thuy Dung

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TABLE OF CONTENTS

LIST OF ABBREVIATIONS
No.
1
2
3

4

Abbreviations
M.A
F O Manager
MTGH hotel

English meaning
Master of Art
Front office
manager
Muong Thanh
Grand Hanoi hotel

Vietnamese meaning
Thạc sĩ văn chương/ Xã hội
Giám đốc- Trưởng Bộ phận Lễ tân
Khách sạn Mường Thanh Grand
Hà Nội


LIST OF TABLES AND CHARTS
Image 2.1 Communication process
Chart 1: Receptionist’s education level
Chart 2 The amount of time a receptionists had worked for the hotel
Chart 3: Frequency of using English in workplace of receptionists
Chart 4: The role of communication skills in the hotel
Chart 5: Number of receptionists feel confident when communicate by English in
their job
Chart 6: The English skills that receptionists have encountered problems most
Chart 7: Level of English communication skill of receptionists
Chart 8: The intent of participants
Table 1: Common problems in English communication skills
Table 2: Cause of the problems in speaking skill
Table 3: Causes of problems in listening skill

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CHAPTER 1: OVERVIEW OF THE STUDY
1.1. Rationale
Nowadays, with the development of the international relationships among
countries, English is playing an important role in the world and has become an
important part of every enterprise. People use English for communication and

discussion in different aspects of life. It is the key to opening the door, to
discovering, exploiting new markets and seeking foreign investors. and production
scale. In Vietnam, English communication skills are very essential for work place.
Therefore, English communication skills have become more necessary than ever.
However, there are still some problems about using English in
communication activities, particularly in Muong Thanh Grand Hanoi hotel,
especially in Reception Department. As a company operates in the tourism –
hospitality sector, as well as other hotels, everyday, Muong Thanh Grand Hanoi
hotel has to work with visitors who come from many countries using different
languages, including English. English is the most language that is used in the hotel.
According to the recruitment process of Muong Thanh Grand Hanoi hotel, it
focuses on the work of the interview through English, checks the qualifications
related to English. Most hotel staffs, especially receptionists, have quite good
English, use English fluently, however, only in non-professional English. English
majority of almost the receptionists is still weak. Some of the receptionists in the
hotel have poor English skills, which is a barrier to dealing with foreign guests.
This study will explore the reality of using English in Recepion Department at
Muong Thanh Grand Hanoi hotel and suggest some solutions or suggestions to help
the staffs enhance their English communication skills. Only in this way, the
receptionist can communicate in English fluently and professional.
In order to help the staffs, especially the receptionists in Muong Thanh Grand
Hanoi hotel improve their English communication skills, after one-month internship
at Reception Department at the hotel, I carry on this study with the tittle: “ A study
on how to improve English communication skills of Receptionists in Muong Thanh
Grand Hanoi hotel”. The study is expected to help the staffs, especially the
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receptionists in the hotel improve their English communication skills to work with
foreigns guests more effectively.

1.2. Previous study
There have been lots of researches at abroad and at home which have been
donein recently on the topic of “How to improve English communication skills “,
for example: “A study on techniques to improve the first year english majors’
speaking skill at HPU (2013)”. By Phung Thi Son, student at Department of Foreign
Languages, Haiphong private university. The study explored the reality of teaching
and learning English speaking of the first year’s English majors in HPU and
suggested some main technique with include the methods of stengthening the
teaching of English speaking to help students enhance their English speaking
skills.The author put forward a number of measures to change the student’s attitude
on speaking English and let them find English speaking more interesting.
Pham Thi Huyen Huong’s research on technique to improve speaking skill for
secondary student in Quang Ninh (2012). The researcher takes a survey of collected
data and gives comments on real situation of teaching speaking in Secondary
School in Quang Ninh. After surveying, she realized that the teacher rarely give the
student a chance to free talk. They still get many difficulties when speaking English.
The least frequently used activities such as story telling, information gap...are not
applied
At abroad, there are also a lot of researches relate to the topic of
communication skills, for example, according to Piamsak Uraipan, M.A in Business
English for International Communicationn at Srinakharinwirot University, the
author studied and pointed our the problems with English speaking and listening of
THAI flight attendances in economy class in 2011. This study was to examine
listening-speaking problems of THAI flight attendants who work in economy class.
This study attempted to examine various problems with English in listening and
speaking which occurred in economy class. The data for this study were collected
from 50 THAI flight attendants who were working in economy class. According to
this study, it was found that most THAI flight attendants in economy class thought
pronunciation of specific consonants correctly and perceiving various accents were
7

moderate problems. Regarding the language functions, using proper language in
miscellaneous situations excluding in-flight service were also moderate. The
majority of the flight attendants in the sample believed that they were good at
English listening and speaking.
Studying the factors that cause problems and difficulties of speaking that
encountered by English Language Students at Al Quds Open University in 2014, Dr.
Ahmed Maher Mahmoud Al Nakhalah has noticed during his career and teaching
the course of Graduation Project and other courses at AlQuds Open University that
the students face some difficulties and problems in speaking while they introduce
and talk about their projects and during discussions in the lectures of different
courses. Then he suggested carrying out more studies and researches about speaking
difficulties encountered by English language students .
However, in these topics, there is no study on how to improve English
communication skills in hotel and hospitality. In reality, the hotel staffs still have
som difficulties in English communication skills and have significant impacts on
communicating with foreign guests. That is the reason why I choose the thesis “A
study on how to improve English communication skills of Receptionists in Muong
Thanh Grand Hanoi Hotel”.
1.3. Aims of the study
The aim of this study is to identify problems in English communication and
find out some appropriate solutions to improve English communication skills of
receptionist in Muong Thanh Grand Hanoi hotel in which, the study focuses on
finding the reality of the staffs in Reception Department ‘s using English in
communicate with foreigns guests and giving them the suggestions for better
communication. The expectation is that the receptionists at MTGH hotel can
communicate in English confidently and fluently to achieve high efficiency at work.
1.4. Research subjects
Hotel business is a highly competitive one. Every hotel requires professional

personnel to provide proficient service. Thus, communication between receptionist
and guests must be clear and understandable. To enhance English language skills
and the effectiveness of their interaction with guests, MTGH hotel’ s receptionist
must improve their English communicative competence, in terms of listening and
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speaking. The finding of this study is beneficial for MTGH hotel. because they help
to provide an understanding of the English listening and speaking problems which
occur between receptionists and guests. These findings can be used to help Muong
Thanh Grand Hanoi hotel design appropriate courses for receptionist. Furthermore,
this study can act as a guideline for developing more effective English courses for
MTGH hotel staffs who work in other deprtment.
Here are some questions to deal with the study:
- What is the reallity of the use of English of all staffs in Mương Thanh Grand
Hanoi Hotel, especialy in receptionists?
- What are the problems that receptionists in Muong Thanh Grrand Hanoi
hotel encountered in English communication?
- How frequently do English communication skills problems occur in the
Front Office Department’s communication activities?
- What are some solutions or suggestions used to help students overcome
English communication problems?
1.5. Scope of the study
This present study focuses on improving English communication skills of all
receptionists in Muong Thanh Grand Hanoi hotel. It requires much time and effort.
However, due to the limitation of time, resources and knowledge as well as others
condition, the study was carried out to find out the problems in English
communicaton skilla of the hotel receptionists as well as offering some suggestions
to help them enhance their English communicaton skills. Thus, the study is valuable
for the receptionist at MTGH hotel. Thus, the study is valuable for the Receptionists

in Reception Department at MTGH hotel.
1.6. Research methodology
In order to attain the primary aims, the researcher has consulted several ideas
from the supervisor and people who fully understand this topic. All the theories
have been carefully selected and gathered through reference books and documents
on the Internet websites.
A survey questionnaire was conducted for the receptionist in MTGH about
their attitudes, evaluations about their matters and the difficulties that they have to
cope with when communicating in workplace. A survey questionnaire has been
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designed as the key data collection of the study. Thus, this study is conducted with
qualitative method.
In order to collect data for this study, I carried out this survey questionnaires to
the Receptionists in Muong Thanh Grand Hanoi hotel and received consent
participation of 20 employees of the Reception Department.
There are 4 steps to conduct the survey:
Step

1:

The

researcher

identified

the

situation/reality

of

English

communication of Receptionists in Muong Thanh Grand Hanoi Hotel
Step 2: The researcher selected the data collection instrument for the study, in
this case, survey questionnaires were chosen to collect data. Then, the researcher
firstly tried to draft survey questionnaires and asked supervisor to check or improve
the survey, as a result, the actual questionnaires were developed.
Step 3: In the following step, the researcher identified the subjects of the
survey and delivered the questionnaires to them.
Step 4: Finally, questionnaires were collected by the researcher and collected
data were analyzed after that.
There are total 20 questionnaires were delivered and all of them were
collected, which means the rate of collection was 100% as participants are the
researcher’s colleagues.
All the comments, remarks, recommendations and conclusion provided in the
study were based on the data analysis of the study.
1.7. Organization of the study
Thist study is divided into 4 chapters as follow:
Chapter 1 are the Overview of the study which include rationale, previous
studies, aims of the study, research subjects, scope of the study, research
methodology and organization of the study.
Chapter 2: Literature review looking at some theoretical background reating to
the study. It focuses on the concepts of communication, communication in hotel –
hospitality industry and the problems in English communication.skills of
receptionists
Chapter 3: Data analysis and research findings: provides the details of the

findings including survey results through the questionnaire given to participants.
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Chapter 4: Recommendations and suggestions: includes a summary of the
study, discussions and conclusions before ending with recommendations for further
study.

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CHAPTER 2: LITERATURE REVIEW
2.1. Definition of communication
2.1.1.Definition of communication
“Communication” is simply the act of transferring information from one place
to another. It may be vocally (using voice), written (using printed or digital media
such as books, magazines, websites or emails), visually (using logos, maps, charts
or graphs) or non-verbally (using body language, gestures and the tone and pitch of
voice).
Although this is a simple definition, when we think about how we may
communicate the subject becomes a lot more complex. There are various categories
of communications which can be listed as Spoken or Verbal communication, Nonverbal communication, Written communication, Visualization and so on.
Communication is a vital part of personal life and is also important in business,
education, hotel- hospitality and any other situation where people encountered each
other.
2.1.2 Components of Communication Process
Communication is a process of exchanging verbal and non verbal messages. It
is a continuous process

Image 2.1 Communication Process

The main components of communication process are as follows
- Context - Communication is affected by the context in which it takes place.
This context may be physical, social, chronological or cultural. Every

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communication proceeds with context. The sender chooses the message to
communicate within a context.
- Sender / Encoder - Sender / Encoder is a person who sends the message. A
sender makes use of symbols to convey the message and produce the required
response. Sender may be an individual or a group or an organization. The views,
background, approach, skills, competencies, and knowledge of the sender have a
great impact on the message. The verbal and non-verbal symbols chosen are
essential in ascertaining interpretation of the message by the recipient in the same
terms as intended by the sender.
- Message - Message is a key idea that the sender wants to communicate. It is
a sign that elicits the response of recipient. Communication process begins with
deciding about the message to be conveyed. It must be ensured that the main
objective of the message is clear.
- Medium - Medium is a means used to exchange / transmit the message. The
sender must choose an appropriate medium for transmitting the message else the
message might not be conveyed to the desired recipients. The choice of appropriate
medium of communication is essential for making the message effective and
correctly interpreted by the recipient. This choice of communication medium varies
depending upon the features of communication.
- Recipient / Decoder - Recipient / Decoder is a person for whom the message
is intended / aimed / targeted. The degree to which the decoder understands the
message is dependent upon various factors such as knowledge of recipient, their
responsiveness to the message, and the reliance of encoder on decoder.

- Feedback - Feedback is the main component of communication process as it
permits the sender to analyze the efficacy of the message. It helps the sender in
confirming the correct interpretation of message by the decoder. Feedback may be
verbal (through words) or non-verbal (in form of smiles, sighs, etc.). It may take
written form also in form of memos, reports, etc.
2.2. Definition of communication skills
2.2.1 The definition of communication skill

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Different books and experts define communications skills differently but the
most basic definition is that:
“ Communication skills” is the ability to use language(receptive) and
express(expressive) informaton. It is the art and technique of communicating by
using oral and body language to persuade him or bring into him the change that you
want him to be.
2.2.2 Types of communication skills
2.2.2.1. Verbal Communication
Verbal communication skills are very important and must be honed,
particularly in a job in which employees deal with the public. Clear communication
requires straightforward language that is neither too flowery nor too simple. It is
essential to be able to use the spoken word to get your point across simply. Higher
levels of communication competencies deal with persuasive speaking and these
skills are necessary for management level employees and those in marketing
positions within a company. All employees can benefit from public speaking
courses, which help develop these key communication skills.
Verbal or oral communication uses spoken words to communicate a message.
When most people think of verbal communication, they think of speaking, but
listening is an equally important skill for this type of communication to be successful.

Verbal communication is applicable to a wide range of situations, ranging from
informal office discussions to public speeches made to thousands of people.
2.2.2.2. Nonverbal Communication
Nonverbal communication is much more difficult for many people. It consists
of body language, gestures, facial expressions, and even posture. Non-verbal
communication sets the tone of a conversation, and can seriously undermine the
message contained in your words if you are not careful to control it.
For example, slouching and shrinking back in your chair during a business
meeting can make you seem under-confident, which may lead people to doubt the
strength of your verbal contributions. In contrast, leaning over an employee’s desk
and invading his or her personal space can turn a friendly chat into an aggressive
confrontation that leaves the employee feeling victimized and undervalued.
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For example, face-to-face, telephone, radio or television and other media are
the types of verbal communication.
2.2.2.3. Written Communication
One often overlooked area of communication is the written word. Even the
most basic position in a company requires employees to have good written
communication skills. Proper spelling, grammar usage and a professional way of
imparting information are important competencies that must be mastered. Written
communication that is poorly worded, misspelled or full of errors detracts from the
overall message that is being imparted. This is even more vital when dealing with
the public through written communication. People judge others by the way they
write and it is important to make sure that written communication is professional.
Memos, reports, job descriptions, letters, e-mails, books, magazines, the
Internet or via other media are the types of written communication. For
communicating with customers or partners in writing, electronic mail, Internet Web
sites, letters, proposals, telegrams, faxes, postcards, contracts, advertisements, and

news releases are used.
Written communication is

essential for

communicating

complicated

information, such as statistics or other data, that could not be easily communicated
through speech alone. Written communication also allows information to be
recorded so that it can be referred to at a later date. When producing a piece of
written communication, especially one that is likely to be referred to over and over
again, you need to plan what you want to say carefully to ensure that all the relevant
information is accurately and clearly communicated.
2.2.2.4. Visual communication
Visual communication is a way of the communication that people get through
the reading or seeing. As mentioned earlier, it can be anything that shows a
message. It expresses an idea and gives a piece of information with the use of the
different signs, gestures, postures, and anything that can be expressible. It comes
with an impressive power to inform and educate a person or groups. Visual
communication can be anything that expresses the things in a beautiful and
understandable manner. People rely more on the different forms of visual
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communication than the verbal communication as they get all the details with the
signs and symbols. Visual communication is a good combination of words, pictures,
photography, symbols, and signs. These are more expressive and can be used both
in the personal and professional levels.

2.3. Types of Communication & Communication Skills and the role of
communication in Hotel & Hospitality industry
2.3.1. Types of communication in Hotel & Hospitality industry
2.3.1.1 Internal communication:
It is basically communication within the hotel, i.e., transmitting information
within the organization, its departments, sections, etc. and between the units of the
same chain. This is possible only through an effective network of communication. It
is important for maintaining coordination & avoiding embarrassing situations
between the various departments & between the departments of the hotel & the
management. It includes 3 types:
a. Formal communication
This line of communication is meant for transmission of official messages or
information within or outside the organization. It may move vertically or horizontally.
Vertical communication is from supervisor to subordinate & vice versa. Horizontal
communication flows between employees of equal or comparable status.
Vertical communication includes 2 types:
+ Downward communication: It means flow of information from top to lower
levels. In this instructions are passed to subordinates to do work. It can be in the
form of policies, rules, instructions, procedures, letters, posters,etc.
+ Upward communication: In such a case, the communication flows from
lower levels to the higher levels. It is generally in the form of performance reports,
suggestions, reviews, input, feedback, etc.
b. Informal communication
In such a system official lines are not followed & there is free interaction
among the members of the organization. This communication is based on informal
relations & it is free from all organisatinal formalities. It is also called grapevine
communication because there is no definite channel of communication. Under it,
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some information passes through many individuals & covers a long distance
making its origin obscure.
c. Consensus
When a number of people irrespective of the status sit & confer with one another
to arrive at a decision acceptable to all, it is called consensus. It is the process of
arriving at an agreement through consultation. The advantage of this is that the
consensus decision is easy to accept & preserves harmony, avoids conflicts & splits.
2.3.1.2. External communication
It is the communication of hotel with external sources & officers, which may
be government agencies & department licensing authorities, foreign trade offices,
customs authorities, banks & financial institutions, income tax, sales tax, post
offices, transporters, etc. Other external agencies are travel agents, suppliers etc.
Organizations that can communicate better can also sell better.
2.3.2. Types of communication skills in Hotel & Hospitality industry
2.3.2.1. Speaking
Speaking or verbal communication is perhaps the most popularly used way to
get a message across at the workplace, especially at hotel, and it is used in meetings,
presentations, workshops, in-person interviews, answering any questions the guests
may have, and receiving foreign guests.
It is effective because it allows the receiver to pick up on non-verbal cues such
as facial expressions, tone, pitch and body language.
This communication skill is best used in cases such as conflict- resolution
scenarios, teamwork, or while communicate with foreigners.
2.3.2.2. Writing
This is another powerful business communication skill, which includes email,
internal business memos, formal letters, posters, flyers, etc.
Effective writing requires careful choice of words to send out a message
clearly and accurately.
This form of communication is reliable; it can be used to reach individuals at
the same time; and is the best way to convey technical information.

Since it is precise and explicit, written communication is an effective tool.
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On the other hand, written communication also needs to be very accurate to
make sure that message is understood correctly. The factors that should be
considered in written communication are completeness, briefness, proper selection
of words and clarity of thoughts to make the message easy to understand.
2.3.2.3. Reading
We can in no way deny the importance of reading, however, more and
more people, especially young people, are spending less and less time reading.
Even many limit their ‘reading’ to social networking sites and instant
messaging, while reading only when absolutely necessary.
Having reading skill is essential to be a successful employee, executive,
manager or CEO, because at least half your business communication is in written
format.
2.3.2.4. Listening
Perhaps the most difficult communication skill to practice, listening
understands that you not only hear what someone is saying but also understand the
content, decode all the non-verbal signals
Effective listening is an important tool in every manager’s toolkit
2.3.3. The role of communication in Hotel industry
Communication plays a very important role in the hotel - hospitality industry.
A customer not only pays for the food, room, or product, he also pays for the
service. Communication is an integral part of service. A customer can be in a bad
mood but a broad smile on the faces of the employees in a restaurant can change the
mood of the customer and make him feel good and contended. You need to be very
patient, cool and composed and need to keep yourself calm while handling difficult
customers.
Effective communication is key to customer satisfaction in virtually every

industry. Because communication is a common part of daily life, however, this
important responsibility is oftentimes taken for granted. But the truth is that
communication — especially in professional environments — isn’t always as easy
or as automatic as many people are inclined to think. And this is especially true in
the hotel industry.
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Communication is the most important and the most used of all skills in the
hospitality and hotel. A few hotels spend a considerable amount of money on
training their staff to interact with the guests. Good communication skills are a
learned art and not a natural skill so one should consider as it conveys that you are
listening to your guests, valuing their feedback and conveying clear messages.
In Hotel and Hospitality industry, communication needs to be key
and paramount for many reasons.
For example, a member of the public may call ahead and book a room for the
following evening. They ask though, if it would be entirely inconvenient if they
could have a room on the ground floor only as they have a phobia of heights.
The receptionist confirms she will do her best but then forgets to inform and ask
the hotel manager. The customer is automatically allocated a random room and
unfortunately gets a room on the 14th floor. This lack of communication results in
an angry customer and confused staff who have to deal with a complaint they
weren't informed of.
No hotel can develop in the absence of effective communication – both
internal as well as external communications.
Effective communication creates an atmosphere of mutual trust &
confidence,& also a spirit of understanding & cooperation. The employees know
what exactly is expected out of them & the management is aware of the
potentialities & limitations of the employees
Communication is critical for a hotel front desk employee. They speak with

guests in person and over the phone all day, so it is important that they speak clearly
and maintain a positive tone.
2.4. Reception and its responsibilities at Muong Thanh Grand Hanoi Hotel
2.4.1. The role of Reception Department in the hotel
- Reception Department is a place for opening the contacts between guests and
the hotel. Receptionists play role in welcoming, arranging rooms and introducing
related services to customers. In addition, they take charge of setting property
registration procedures, related services to meet customer needs.

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- It also is the first to contact to guests, giving guests the first impression of the
hotel, the quality of service of the hotel. Thus, reception department plays an important
role in the hotel business and is compared to the "central nervous" of the hotel.
- Receptionist is a bridge between guests and service departments in the hotel
to provide products and services of the hotel, satisfying the needs of guests. In the
process of receiving and serving guests, the reception desk provides information on
the services for guests: catering services, accommodation and entertainment
services and other services. When the guests using these services, the reception
department will receive and transfer to the service department in the hotel.
- Reception has an important role in the sales and marketing of hotel products.
Reception is the face of the hotel, represented on the hotel reception and serve.
Therefore, FO department has many opportunities to promote, advertise and sell
hotel products to guests.
- Reception Department plays a central role, coordinating the activities of the
hotel's departments, helping the department operate in a planned manner.
- Reception desk is the place to receive requests and solve all customer
complaints
- Receptionist plays a critical role in helping the board to work out product and

market strategies and policies to improve the efficiency of the hotel business.
Reception department play an important role as the representative of the hotel
in the work of expanding the relationship, joint venture, link to of attracting guests
to the hotel.
2.4.2. The task of Front Office Department in Muong Thanh Grand Hanoi
Hotel
- Directly welcome guests and make registration procedures for guests
- Understand room conditions and room requirements (direct or indirect).
- Solve procedures for hotel registration for guests and room for guests.
- On behalf of the hotel to make a temporary check-in for the evening of the
day for guest...
- Combine with other departments to offer products in the hotel
- Provide the necessary information when guest requested
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- Keep track of renovation costs incurred of payment and give room key for
guests.
- Booking air tickets, train tickets, and a number of other requirements.
2.5. The reality of using English in Reception Department at Muong
Thanh Grand Hanoi Hotel
As a company operates in the tourism – hospitality sector, as well as other
hotels,all staffs n Reception Department in Muong Thanh Grand Hanoi hotel have
to work with tourists from many countries using different languages, including
English. English is major foreign language used mainly at Muong Thanh Grand
Hanoi hotel.
In daily transactions, English is also widely used in Reception Department at
Muong Thanh Grand Hanoi hotel and mainly deals with foreign guests. These
transactions are primarily related to reservation, payment and phone calls about
hotel services. In addition, English is also used frequently in business

correspondence, emails between Muong Thanh Grand Hanoi hotel and foreign
partners.
Beside, official website of the Hotel www.muongthanh.com is designed and
displayed in English and Vietnamese language not only help Vietnamese but also
foreigners easily in access and find out information about Muong hotel activities. To
do this, the company has a team of qualified English-speaking staff who can be used
for overseas business as well as for exchanges with foreigners. Articles will be
censored in several steps, and only successful postings are posted on
www.muongthanh.com. In addition, the website design, system management
software at the request of the client is also done entirely in English.
Besides the good aspects, the use of English in Reception Department still
encounter many limitations:
•

They have no maximum exploitation of the potential of staffs in using English in some

•

departments such as finance – accounting, HR, Marketing – sales, etc.
Most of the staff is fluent in English but only in non-professional English. English
majors of hotel of almost the staff is still weak.

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

Some senior staffs are bad at English skills creating some barriers in transactions

with foreigners.

 Actually the reception staffs have some barriers in terms of English listening skill
with some customers coming from Japan, South Korea, China and India. It is
difficult for them to implement some exchanges on price, time, and services at


hotel.
Some employees in Reception Department cannot speak English fluently sometimes
causing some terrible problems when they want to solve problems with the clients.
2.6. Some problems in English communication skill that receptionist
always encountered
2.6.1. Speaking skill
After doing some research as well as an observation has been made at Muong
Thanh Grand Hanoi Hotel, some problems in speaking skills that receptionists have
always encountered as follow:
2.6.1. Unconfident
One of the most problem of your ability to communicate in English is selfconfidence. Due to the inaccurate pronunciation, the psychology of speaking
English is often afraid and afraid to make mistakes, the ability to reflect with
English is low so you often fall into a state of lack of confidence and hesitant to
speak. Over time, lack of confidence and communication will become a bad habit
and you have a negative belief that you can not communicate well in English.
2.6.1.2. Unable to choose the right word to speak (Vocabulary problem)
Vocabulary usage is another important factor in MTGH’ s receptionist ability
to communiacte, especially for those who are not fluent in English. The
effectiveness of the spoken message depends on the ability to use appopriate words
with particular listeners in specific situations. However, some receptionist’s
vocbulary is lacking and too limited to fully express their thoughts. Thus, it could
cause English speaking problem.
2.6.1.3 Anxiety
The communication apprehension refers to the receptionists’ ability to
communicate in the target language. Their low ability in this aspect, in many cases,

causes anxious feeling among many receptionists. The last cause has to do with
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other staffs’ evaluation. In this case, as mentioned above, very often that other
receptionist ‘evaluation causes anxiety among receptionists themselves. To reduce
this anxiety feeling, receptionists need to pay attention to their strengths and
weaknesses so that they can create a learning method which accommodates all
staffs in the department.
2.6.1.4. Inaccurate pronunciation
In order to obtain a second languages, the speaker’s task is not so much to
reach the pronunciation standard of a native speaker. In fact, it is not a realistic
expectation at all. They need to acquire pronunciation accurate enough for the
important sounds to be distinctive from one another. For instance, Receptionists at
MTGH hotel who are assigned to communicate with foreign guests are expected to
pronoun difficult world, especially the foreign cites or destinations properly. In
addition, they should know how to pronounce the name in the native language.
Mistake in pronunciation can detract from good communication and can be avoided
by effort and practice.
2.6.2. Listening skill
Listening skill is one of the most difficult communication skill. After doing
some survey and observation at MTGH hotel, I realize that many receptionist
encountered some problems as follow:
2.6.2.1. Different pronunciation styles from different nationalities
English is spoken in a variety of accents and is often associated with regions
and societies in North America, the United Kingdom, Singapore, and India. The
various accents often cause certain problems for MTGH hotel’s receptionists when
they attempt to interpret what is being said. It should be noted that guests of MTGH
hotel may have problems ‘understanding receptionists. Moreover, the pronunciation
of particular sound causes English speaking problem. The particular sound

combinations in a language may cause problems. The clusters of initial and final
consonants can be especially difficult for speakers whose own languages do not
possess them.
2.6.2.2. Don’t understand what foreign guest is sayng because they speak so fast
This is a typical listening problem for almost staffs. It may seem like native
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speakers are talking faster than normal! But they aren’t! The trick here is to try to
relax, and don’t focus on each word. The receptionists have to try to listen for key
words, which in English are often the words that are stressed in the sentence. For
example, they may only pick up on the subject, but not the details. That’s ok:
picking up on key words is the beginning of understanding. If they try to understand
everything at once, they will become frustrated and possibly give up!
2.6.2.3. Cultural and some language barriers:
Language that describes what we would want to express and communicate to
others may at times, serve as a barrier to them. We need to understand that the
native language of members in national association of mass communication
students can be different from anyone else’s. Actually the reception staffs have
some barriers with some customers coming from Japan, South Korea, China and
India. It is difficult for them to implement some exchanges on price, time, and
services at hotel.
The world is made up of diverse cultures. A cultural barrier arises when two
individuals in an organization belong to different religions, states and countries.
2.6.2.4. Incapable of translating words or sentences (Grammar and
Vocabulary problems)
Inadequacy of vocabulary and grammar also affects English listening
problems. Listening is the ability to identify and understand what others are saying.
This process involves understanding a speaker’s accent or pronunciation, the
speaker’s grammar and vocabulary, and comprehension of meaning. The lack of

grammar knowledge causes listening problems such as receptionists are unable to
distinguish the tense of sentences which the guests have spoken and the
receptionists are unable to speak basic expression properly in terms of speaking
problems.
The abundance of vocabulary not only enables receptionists to increase their
knowledge and information, but it is also a necessary courtesy toward guests.
MTGH hotel’s receptionists with accurate and precise words can help promote
understanding that is critical to effective communication.

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