Factors that influence the effectiveness of English language training program in hotel industry in Taipei, Taiwan

Abstract

The hospitality industry has long been regarded as slower than other industries in recognizing the value of training as spending money on it. The rapid growth of the hospitality and tourism industry in Taiwan has created an increasing demand for hospitality labor. Today, however, due to the labor shortage and recession of economy, training is widely treated as an important activity for hospitality organization, and committed a great deal of money to training programs. The key, of course, is qualified labor. To realize the economic potential of the hotel industry, all participants must have capable employees through training programs. It is generally agreed that training can improve employees' knowledge, skills and attitudes that all can be related directly back to maximizing guest satisfaction. The purpose of this study is to survey the hotel’s employees’ attitudes toward the employee English language training program in Taipei’s hotel. The research provides date which could assist the Taipei’s hotels in developing and implementing the program. The Specific objectives of the study are: 1) to gain an understanding of the importance of foreign visitors in the hotel industry in Taipei; 2) to gain an understanding of the value of learning English as a foreign language within the context of the hotel business in Taipei; 3) to gain insight into the process of the employee English language training program I Taipei hotels. Data is collected through researcher sent to ten hotel’s managers survey their employees in Taipei. From the data gathered, the following conclusions can be made. Summary of the major research findings: the English language training program and related literature contains much on the connection between personality type and learning or leadership style. The hotel employees highly agree on the importance of English speaking skills and English language training program for the hotel business and their job. More than 50% of employees agreed on the importance of English speaking skills for the hotel business. Therefore, the employees were “motivated” to participate in the employee English language training program to improve their English speaking skills. Besides, the high number of the employees needing and additional English language training program and intending to further their English speaking skills implied that employees’ motivation of participation in any English language training programs was positive.