Foreign Guests’ Satisfaction with Hotel Front Office Staff’s English-Speaking Communication Ability and Cross-Cultural Communication
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This study investigated foreign guests’ satisfaction with hotel front office’s English-speaking communication ability case study Novotel Bangkok Bangna Hotel and focused on English Skills and Cross-Cultural communication.
The objectives of this study were to find out the level of foreign guests’ satisfaction with hotel front office’s English-Speaking communication ability case study Novotel Bangkok Bangna Hotel and to find out the ways to improve Novotel Bangkok Bangna Hotel front office’s English-Speaking communication ability Cross-Cultural communication.
The research instrument in this study was a questionnaire asking about personal data, guests’ satisfaction with Novotel Bangkok Bangna Hotel front office’s English-speaking communication ability, 20 closed-ended questions using a Likert rating scale and an open–ended question. The questionnaire was distributed to 100 foreign quests both male and female, who stayed at Novotel Bangkok Bangna Hotel from March 1- 31, 2023. The convenience sampling method was used in this study. The data were analyzed and presented in descriptive statistics in the from of frequency, Percentage and mean using the Statistical Package for the Social Sciences (SPSS).
The finding show that most guests were male and businesspeople. They came from Asian countries and visited the hotel to do business. Overall the guests’ satisfaction with Novotel Bangkok Bangna Hotel front office’s English-Speaking communication ability was at a high level with a 4.03 mean score. Moreover, overall the guests’ satisfaction with Novotel Bangkok Bangna Hotel front office with the Cross- Cultural communication was at a high level with a 4.04 mean score. For the open–ended question, none respondents offered any opinions in this part, indicating that Novotel Bangkok Bangna Hotel front office’s English-Speaking communication ability was sufficient.
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