JOHOR BAHRU: One of the most frequent use of English Language is in the hotel industry and it is a global language that connects people from various countries.

There are many kinds of people who walk into a hotel. Some are tourists, visitors and business guests that comes with different accents.

It is a fundamental to understand them as in offering help, corresponding with request and complaints.

Unable to serve them accordingly leads to frustrations and loss of business. Thus, the politeness of English Language becomes an important tool for sustaining and improving the customer service in hotel industry.

ApaKhabar TV spoke to five general managers and one senior communications practitioner in the hospitality industry on why effective communication is crucial in the hospitality industry.

Yvonne Loh who is the marketing communications consultant at Ponderosa Golf & Country Resort feels that hospitality English for hotel staff is vital and hotel staff members who are proficient in the English Language have a significant advantage in delivering exceptional service to guests from around the world.

Yvonne said English is widely spoken and understood in many countries, making it the lingua franca of the hospitality industry.

“The ability to communicate effectively in English allows hotel staff to greet guests, handle reservations, provide information and recommendations, address complaints, and ensure guest safety during emergencies,” said Yvonne who is also Malaysian Association Hotels (MAH) Johor chapter committee member.

She stressed that by mastering hospitality English phrases, hotel staff can create a welcoming and comfortable environment for guests, leading to increased guest satisfaction and loyalty.

Lotus Desaru Beach Resort & SPA CEO, Indra Gandhi Pillai concurs with Yvonne stating the first impression is crucial when it comes to welcoming guests to a hotel.

“The frontliners need to use the correct phrases when greeting guests as this make them feel valued and appreciated,” said Indra.

She explained that it must also be done offering a warm smile, maintaining eye contact and using positive body language.

She also pointed out that receptionists need to take the time to listen actively and respond attentively to guests’ needs and requests also contributes to creating a welcoming atmosphere.

Trove Hotel general manager Mahadi Mathana is of the opinion that the low level of English proficiency in a jobseeker instantly puts the person in a disadvantaged position, especially if he or she is seeking a job in the hospitality sector.

Mahadi said conversely, having the ability to hold a proper conversation in English, whether over the phone or in person, greatly increases the chance of the candidate progressing to the next round of the hiring process.

He said there are some job seekers who come for interviews but are unable to string a proper sentence.

He lamented the fact that once they get to the interview, the gap between what’s in the curriculum vitae (CV) and in the interview becomes very stark, adding that “the ability to articulate well is a huge setback as it can often mask some amazing talent.”

Robert Lee, general manager of Thistle Hotel observed that many candidates when they come for interview they struggle to speak in English.

“They struggle to put phrases and words together,” he said.

Most, he said, will give you an answer that is “a direct translation” from their native language.

He said it isn’t just those fresh out of school but also those who have just graduated with degrees who struggle to communicate in English.

“They come out thinking having a basic command of English is enough but it’s not. We don’t need ‘bombastic’ English but we need those who can actually communicate,” he said.

Pulai Springs Resort general manager Sunny Soo said he came across many candidates who can’t speak English fluently.

He said there are plenty of jobs out there but the disconnect happens because of the poor English of the candidates.

“If you can impress the interviewer by speaking good grammatical English, then the chances of getting selected is great,” he mentioned.

He said when they come for interview, their resume is just extract and copy paste but when they speak sometimes its atrocious.

Sunny said that graduates and school leavers have been told that they must have a strong command of the English language to boost their employability in the private sector.

Charanita Gill, general manager of Ibis Styles Johor Iskandar Puteri emphasizes that the front desk is the heart of a hotel, where guests check-in and check-out.

She fervently agrees that hotel staff should be proficient in using common phrases for handling these procedures.

She noted that handling guest complaints and concerns is an inevitable part of working in the hospitality industry. And hotels staff should be proficient in using common phrases to address these issues effectively.

“The benefit of mastering hospitality English phrases for hotel staff are numerous,” adding that, it allows for clear and efficient communication with guests from around the world where their needs and expectations are met.

She stated that effective communication can help resolve issues and maintain guest satisfaction, leading to positive reviews and recommendations.

She added that by using common phrases and strategies in various areas of hotel operations, hotel staff can create a positive and memorable experience for guests, ensuring their satisfaction and loyalty.