Malaysia Tourism Industry

With regard to the importance of the tourism industry in Malaysia and to enhance the overseas visitors, the Malaysian government has been endeavoring to attract more tourists to the tourism spots and attractions (Cheong, 2013). The hotel facility is the major part of the tourism industry with the main goal of providing necessary or desired services to travelers. In view of the expected increasing demand to accommodate the growing number of international visitors and tourists, there may be a need and requisite for qualified hotel employees with required English proficiency to communicate with foreign guests and provide the best accommodation experience. Thus, besides specific job requirement to ensure that the hotel guests enjoy satisfying stay

This may not be regard as a serious asset for those who want to be employed by the three-star hotels, budget hotels, and guest houses. So, these staff may not be very skilled and capable in English language communication with the foreign customers.

In the state of Pahang, there are 285 hotels comprising big hotels, small hotels, budget hotels and guest houses. In Cameron Highlands, there are many budget hotels and three-star hotels which many of the foreign tourists and backpackers prefer to stay there instead of luxury hotels due to their low and reasonable prices.

Up until now, a number of studies have been extensively conducted to examine the needs of English in tourism, communication training needs of hotel front office assistants, language needs and wants for hotel and catering students and travel agencies (Chan, 1988, Rao & Abdullah, 2007., Aunruen, 2005., Wani & Prabhu, 2012,. Rahim, Sohime &Rahim, 2015), however; little research has been specifically focused on investigating the level of tourists’ satisfaction on the effective communication and English language proficiency of the hotel staff in

In their research, they aimed to compare the differences in perceptions between the staff and their managers as regards to the relevance of the English communicative activities and the proficiency level at their workplace. However, none has actually aimed at the English proficiency level of the staff working in the hotel industry as perceived by the customers i.e. the tourists. In addition, the previous surveys related to English language needs in tourism and hospitality careers were conducted in other cities, Islands or states (Chan, 1988,. Rao & Abdullah, 2007., Prachanant, 2012); none has focused on the hotels in Cameron Highlands which is also a tourist spot and huge numbers of tourists annually visit this vicinity due to its picturesque and charming geographical situation, climate and