Investigating English Communicative Competence of Hotel Receptionists in EFL Countries

Abstract

This academic article analyzed the level of English communicative competence of hotel receptionists in countries where English is a foreign language, highlighting the challenges affecting their ability to provide effective service. The article adopted a qualitative content analysis approach to examine and synthesize existing literature published between 2002 and 2024, with a particular emphasis on the Thai context. Relevant peer-reviewed journal articles, academic reports, and studies were thematically analyzed using Canale and Swain’s (1980) communicative competence framework, which categorized language use into four key components: linguistic competence, sociolinguistic competence, strategic competence, and discourse competence. The findings revealed that hotel receptionists faced limitations in various areas, including vocabulary, grammar, speaking strategies, cultural awareness, and coherent organization of ideas— factors that impeded communication with international guests. Guided solutions are proposed, such as integrating English for Specific Purposes (ESP) courses into educational curricula and enhancing professional training programs. The article emphasizes the need for collaboration among educational institutions, industry stakeholders, and future hospitality professionals to strengthen communicative competence and improve service quality in EFL hotel contexts, especially in Thailand.