فهرست نشریات علمی دسترسی آزاد ایران

The hospitality industry in Bangladesh is expanding rapidly, with three-star and four-star hotels in Dhaka increasingly serving international guests. In this regard, English language proficiency has become a crucial skill for hotel employees to ensure effective service delivery and guest satisfaction. However, English language training is still largely neglected, leaving employees with communication barriers that hinder their professional performance, as well as the quality of their overall service. This study adopts a case study approach, focusing specifically on four well-established hotels in Dhaka city to investigate the English language needs of their employees. Using a mixed-method design, data were collected from 26 participants through semi-structured interviews and online survey questionnaires, representing key operational divisions such as front desk, room service, and customer relations. Findings reveal that speaking and listening skills are the most important yet challenging skills for employees because these are directly tied to guest interaction. Employees also showed a considerable interest in structured English courses in workplace contexts, with a special focus on vocabulary in the area of hospitality and communicative tasks. The study contributes to the field by providing empirically grounded recommendations for an industry-oriented ESP syllabus with practical implications for hotel authorities, curriculum designers, and policy makers for strengthening workforce competence. These findings also contribute to the field by moving beyond general assumptions to provide actionable recommendations for improving professional competencies and guest satisfaction within this particular industry context.