A Needs-Based Analysis and Development of an English Language Skills Module for Front Office Employees at a Local Hotel in Batam

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R&D approach developed an English skills module for front office employees, suggesting targeted training improves service quality.

Findings reveal that employees struggled with listening comprehension and speaking fluency during guest interactions.
Interviews collected data from four employees and were validated by a hotel manager and an ESP lecturer.
Using the ADDIE model, the study emphasizes the necessity of a needs-based analysis for effective training modules.
The analysis shows aligning training content with employee needs enhances service quality and guest satisfaction.

Zaki et al. (2025) studied this question.

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