JOHOR BAHRU: The rapid development of the tourism and hospitality industries will directly impact the English language, the most widely used and spoken language in international tourism in the twenty-first century.

English for tourism plays a vital role in providing quality service. Employees in the tourism and hospitality industries are fully aware of its significance and must have a good command of English in their workplace.

The hospitality industry thrives on providing memorable experiences to guests from all around the world. With English being the most widely spoken language across the globe, its role in tourism and hospitality is undeniably crucial.

English serves as the lingua franca in the tourism sector, bridging the communication gap between individuals from diverse linguistic backgrounds.

For hospitality businesses, particularly in regions where English is not the primary language, the ability to communicate effectively in English is a significant asset.

It not only facilitates smoother interactions but also attracts a broader international clientele. A grasp of tourism English vocabulary is essential for communicating standard procedures and amenities to guests, making their stay comfortable and hassle-free.

Sand and Sandals Desaru Beach Resort has become the first resort in the state to engage a native speaker to teach English to their staff.

The native speaker from United Kingdom is employed by the resort on a full-time basis to conduct the three to six months course on a daily basis.

According to the resort’s director of operations and revenue Lily Lim who believes that the demand for English-speaking staff has grown significantly across industries.

In hospitality, she says proficiency in English has always been essential and hence the resort decided to embark on this programme where their staff are trained to develop their English skills.

She said the resort begin by assessing each trainee’s current language proficiency and work closely with the company to tailor the course to meet their specific needs and objectives.

“We keep class sizes between eight to eleven trainees to ensure that each individual receives the attention they need and no one falls behind,” she remarked.

She also mentioned that this group size is ideal for language training, as it allows for both personalized support and effective group interaction.

Not mincing her words, Lily said it’s hard to imagine visiting a hotel where English-speaking staff aren’t available to assist guests, as clear communication is key to providing a welcoming and seamless.

Speaking more on the English course, she said each curriculum is tailored to the specific needs of their department and industry, ensuring that the training is directly relevant and immediately applicable in the workplace.

She stressed that at the end of the programme, students have the opportunity to take the International English Language Testing System (IELTS) exam, receiving a formal certificate that reflects their language development.

“This not only boosts their confidence but also adds measurable value to the organization as a whole,” she stated.

To a question on why do you see the importance of English for the staff, she pointed out that without strong language skills, staff may be limited in their ability to fully meet guest expectations.

She made it clear that language proficiency often plays a crucial role in career advancement, impacting how far employees can progress within the company.

“It’s essential to provide these hardworking team members with the best opportunities to develop and succeed,” she expounded.

From the trainees perspective, she said the response has been overwhelmingly positive.

“They often share their excitement about being able to hold conversations and apply new vocabulary with confidence,” she said.

In her own words, she said she hasn’t met a single person who isn’t deeply grateful to the lecturer and to the resort, for providing this opportunity at no cost.

On why the need of a native speaker to teach English, she emphasized that native speakers bring a deeper understanding of the language, including like slang, accents, and the cultural context behind specific phrases and terminology.

For staff, she said, understanding the meaning behind words is as important as knowing their literal translation, and this level of insight is often more effectively conveyed by someone immersed in the language from a young age.

She also concurred that communication can determine whether the hotel is on an up-word trajectory or declines to the point of oblivion because communication is the essence of this industry.

She made it clear that failing to prioritize English proficiency can result in missed opportunities in key markets where English is the primary language.

Additionally, she said it limits potential growth prospects with other companies, such as those hosting events or collaborating with other businesses.

Lily herself a veteran in the hospitality industry made it evident that front desk staff are typically the first point of contact for customers.

She said it’s crucial that they fully understand the needs of the guests, which can only be achieved through strong language skills.

“Even a simple mistake, like misunderstanding the time for a wake-up call, can significantly impact a customer’s experience and result in negative reviews,” she quipped.

Lily is of the view that regular training and development are crucial for success.

She agreed that mastering the English language provides a solid foundation for developing the skills necessary to navigate different dialects, ultimately enhancing employees’ communication abilities.

“While mastering English is an excellent foundation, there’s no reason to stop there; we can also explore other languages, such as Mandarin, or specialized languages for specific needs, like Bahasa Malaysia,” she added.