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CHAPTER II LITERATURE REVIEW AND CONCEPTUAL FRAMEWORK
This chapter contains related theories to English for Hotel Staff, English for Specific Purposes, Content–Based Instruction, English Instructional Materials,
Materials Developmet, and Materials Evaluation before the conceptual framework
for this study is drawn. A.
Literature Review 1.
English for Hotel Staff a.
English for Hotel Staff
As stated in Chapter I, English language is a basic requirement for someone to take a part in the world of tourism and hospitality. Those who work in
a hotel, for example need to master the English both written and spoken because it will help them in their daily tasks.
In the tourism field, an employee has to be able to speak the English because the customers are not only local, but also international as well. Most of
international customers are able to speak the English, because of the nature of the English as international communication device, so that in order to satisfy the
customers, an employee, in this case a reception staff has to know what they want. Service quality and the degree of satisfaction derived from service
quality are becoming the most important differentiating factors in almost every hospitality environment O’Neill and Palmer, 2004 in Kapiki, 2012: 3. Walker
2010, in Kapiki, 2012: 2 argues that for success in service the hospitality
operations, among others, should focus on the guest, emphasize high – touch instead of just high – tech and encourage changes, as well as innovation. So the
very first one in charge of showing the ‘high–touch’ is the reception staff. They bear the responsibility to make a good first impression as well show their
hospitality to guests. In teaching the English to hotel reception staff, the most suitable
materials for hotel employees are English for Specific Purposes. ESP for hotel employees only deals with English for tourism and hospitality field. It helps them
learn how to use particular expressions related to their field, and actively use them
in a communication. 2.
English for Specific Purposes
People’s needs and purposes in learning the English are varied. For hotel reception staff, for example, the English used is different from which is used
by hotel chefs, etc. This leads to the development of ESP which is expected to suit people’s specific needs.
a. Definition of ESP
Hutchinson and Waters 1987: 18 argue that ESP is not a language methodology which teaches specialised varieties of English and consists of a
specific type of learning materials but it is an approach to language learning which is based on learners’ needs. Further, Robinson 1991: 3 defines ESP based on
two criteria: 1 ESP is normally ‘goal–directed, and 2 ESP courses develop from a needs analysis which aim to specify what exactly it is that sudents have to do
through the medium of English, and a characteristics which explain that ESP
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