The Development of English Conversation Training Course for Front Office Staff: A Case Study of Baiyok Hotel, Bangkok, Thailand
Social Sciences
Volume 7, Issue 1, February 2018, Pages: 22-28
Received: Aug. 23, 2017; Accepted: Sep. 27, 2017; Published: Dec. 14, 2017
Views 1931      Downloads 129
Nongyao Bousri, Department of Business English, Faculty of Liberal Arts, North Bangkok University, Pathumthani, Thailand
Article Tools
Follow on us
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).
English Conversation Skill, Hotel Front Office Staff, Training Course, Satisfaction
To cite this article
Nongyao Bousri, The Development of English Conversation Training Course for Front Office Staff: A Case Study of Baiyok Hotel, Bangkok, Thailand, Social Sciences. Vol. 7, No. 1, 2018, pp. 22-28. doi: 10.11648/
Copyright © 2017 Authors retain the copyright of this article.
This article is an open access article distributed under the Creative Commons Attribution License ( which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
C. Mitchell, 2003-2016, e-book, Wikipedia.
Raja A. G. Khan, Furqan A. Khan & Dr. Muhammad A. Khan, (2011). Impact of Training and Development on Organizational Performance, University of Lahore, Pakistan.
Tuckman, B. (1975), Measuring Educational Outcomes: Fundamentals of Testing, New York: Harcourt Bruce Javanovich.
Hotel English conversation, lesson plan and course syllabus (2016), North Bangkok University, Thailand.
Mercy 29089220, 2014. Mixed up conversation: at the front desk of a hotel.
Beebe, A. Steven, Mottet, P. Timothy, Roach, K. David, (2004) Training and Development: Enhancing Communication and Leadership skills, West (Reno, NV, U.S.A.)
McGrath, S. (2008). What qualities you need to succeed?: Retrieved from travel industry careers.
Hair, D., Friedrich, G. W., & Dixon, 1. D. (2005). Strategic-communication in business and the professional, New York: Houghton Mifflin.
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).
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.
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.
Science Publishing Group
1 Rockefeller Plaza,
10th and 11th Floors,
New York, NY 10020
Tel: (001)347-983-5186