English Needs Analysis in the Hospitality Industry in Lombok: A Case Study of Hotel Receptionists and Tour Guides

Abstrak

The hospitality sector, as one of the vital components of the tourism industry, requires English language competence that differs from general English, as it involves a wide range of technical terms and context-specific communication. In particular, hotel receptionists and tour guides require appropriate and contextually accurate English proficiency to ensure effective and satisfactory communication with international guests. However, there is still a lack of comprehensive understanding regarding the specific English language needs of these two professions in Lombok, particularly in terms of vocabulary, communication patterns, and language functions used in professional contexts. The main issue addressed in this study is the limited number of in-depth investigations into English for Specific Purposes (ESP) needs in the hospitality sector in Lombok, especially for hotel receptionists and tour guides. This study employed purposive sampling and snowball sampling techniques. The sample size was determined based on data saturation and involved approximately 15–20 hotel receptionists and 15–20 tour guides from star-rated hotels and leading travel agencies in Lombok. The findings indicate that speaking and listening skills are the most essential competencies, as they are directly involved in interaction with international guests. Writing, reading, vocabulary, and grammar remain important as supporting skills to ensure accurate and professional communication. In addition, there is a strong need for job-related vocabulary and expressions, such as those related to reservations, facilities, complaint handling, and local culture. The main challenges faced by hospitality workers include limited vocabulary mastery, differences in accents, and low confidence in using English.