An investigation into the real situation and some solutions for improving english skills of the housekeeping department at wyndham danang golden bay

MINISTRY OF EDUCATION AND TRAINING DUY TAN UNIVERSITY FACULTY OF ENGLISH  NGUYEN THI NGOC HUYEN AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING ENGLISH SKILLS OF THE HOUSEKEEPING DEPARTMENT AT WYNDHAM DANANG GOLDEN BAY GRADUATION PAPER IN ENGLISH LINGUISTIC DA NANG, 2023 DUY TAN UNIVERSITY FACULTY OF ENGLISH  GRADUATION PAPER AN INVESTIGATION INTO THE REAL SITUATION AND SOME SOLUTIONS FOR IMPROVING ENGLISH SKILLS OF THE HOUSEKEEPING DEPARTMENT AT WYNDHAM DANANG GOLDEN BAY Major: English for Tourism and Hospitality SUPERVISOR : DO THI KIM CUC, M.A STUDENT : NGUYEN THI NGOC HUYEN CLASS : K25 NAD6 STUDENT CODE: 25203108982 DA NANG, 2023 ACKNOWLEDGEMENTS  This graduation paper could not be finished without the invaluable help, excellent advice, and energetic encouragement of the venerated teachers' Faculty of English at Duy Tan University, lovely friends, and especially my family Therefore, I would like to acknowledge my expressed thanks to all of them Foremost, I would love to express my deepest gratitude to my helpful supervisor, M.s Do Thi Kim Cuc for her insight, guidance, and helpful suggestions during the preparation of this paper She helped me to improve my abilities and skills which support me in the real world Secondly, I am indebted to my teachers in the English Department for their endless enthusiasm, valuable teaching, and tremendous assistance that have enlightened my graduation paper Furthermore, my parents encouraged me in my study as well as comforted me when I encountered problems Depending on their great trust motivates me to improve myself better In addition, I also thank my dear friends who assisted me to research for information about this graduation paper Again, I would like to thank all of you Ultimately, I hope that this graduation paper will achieve enormous success I wish you all vigorous health and success! Sincerely, Nguyen Thi Ngoc Huyen STATEMENT OF AUTHORSHIP Except where reference is made in the text of the thesis, this thesis contains no material published elsewhere or extracted in the whole or in part from a thesis by which have qualified for or been awarded another degree or diploma No other person’s work has been used without due acknowledgement in the thesis This thesis has not been submitted for award of any degree or diploma in any other tertiary institution This thesis has not been awarded, recognized and has not been published in any medium Da Nang, May, 2023 Nguyen Thi Ngoc Huyen LIST OF TABLES AND FIGURE Table Wyndham Danang Golden Bay Hotel Revenue Status (2021-2022)……1 Table Number of Tourists at Wyndham Danang Golden Bay (2021-2022) 20 Table Tourist Structure at Wyndham Danang Golden Bay in 2021 and 2022 20 Table Room Attendant at Wyndham Danang Golden Bay Hotel 22 Table Customer's assessment of English communication skills of housekeeping department at Wyndham Danang Golden Bay Hotel 25 Table Guests’ Evaluation of Housekeeping’s Communication Skills .26 LIST OF TABLES AND FIGURES TABLE OF CONTENT ACKNOWLEDGEMENTS i STATEMENT OF AUTHORSHIP .ii LIST OF PICTURES,TABLES AND FIGURES iii TABLE OF CONTENTS v CHAPTER INTRODUCTION 1.1 Rationale .1 1.2 Aims and Objectives 1.2.1 Aims .2 1.2.2 Objectives .2 1.3 Scope of the Study 1.4 Methods of the Study 1.5 Organization of the Study CHAPTER THEORETICAL BACKGROUND 2.1 Overview about the hotel 2.1.1 Concept of Hotel 2.1.2 Concept of Hotel Business 2.2 Housekeeping Department 2.2.1 Definition of Housekeeping 2.2.2 Roles of Housekeeping in hotel 2.2.3 Functions of Housekeeping 2.3 Recruitment for Housekeeping staff 2.3.1 The skills of the staff in Housekeeping 2.3.2 Requirements for Housekeeping Department staff 2.3.3 The importance of English in Housekeeping 2.4 Conditions for communication in English CHAPTER CASE DESCRIPTION 10 3.1 An Overview of Wyndham Danang Golden Bay .10 3.1.1 General information Wyndham Danang Golden Bay 10 3.1.2 History of Wyndham Danang Golden Bay 10 3.1.3 The organizational structure of Wyndham Danang Golden Bay 11 3.2 Revenue of Wyndham Danang Golden Bay Hotel from 2021-2022 16 3.3 Description of English proficiency of housekeeping staff at Wyndham Danang Golden Bay Hotel 17 3.4 Housekeeping Department at Wyndham Danang Golden Bay 17 3.4.1 Introduction of Housekeeping Department at Wyndham Danang Golden Bay .17 3.4.2 Responsibilities of Housekeeping Department at Wyndham Danang Golden Bay .17 3.5 English communication skills of HK Department staff 19 3.5.1 Requirements for HK Staff at the Wyndham Danang Golden Bay.19 3.5.2 Wyndham Danang Golden Bay criteria for hiring HK staff 19 CHAPTER 4: ANALYSIS AND EVALUATION 20 4.1 The number of visitors at Wyndham Danang Golden Bay 20 4.1.1 Number of visitors to Wyndham Danang Golden Bay in the period 2021-2022 .20 4.1.2 Number of international visitors from each country staying at Wyndham Danang Golden Bay 20 4.1.3 Room attendant at Wyndham Danang Golden Bay Hotel 22 4.2 The quality of English communication skills of Housekeeping at Wyndham Danang Golden Bay staff 23 4.2.1 English communication skills of Housekeeping staff at Wyndham Danang Golden Bay .25 4.2.2 Guests’ Evaluation of Housekeeping's Staff Foreign Language Communication Skill 25 4.2.3 International guests’ evaluation of the English communication skills of HK at the hotel 27 4.2.4 Strengths 27 CHAPTER DIFFICULTIES AND SOLUTIONS 29 5.1 Difficulties 29 5.2 Solutions 29 5.2.1 Solutions to improve the English ability of the Housekeeping Department .29 CHAPTER CONCLUSION AND SUGGESTIONS 30 6.1 Conclusions .30 6.2 Suggestions 30 6.2.1 Suggestions for the Faculty of English Language of Duy Tan University .30 6.2.2 Suggestions for HK Department atWyndham Danang Golden Bay: 31 REFERENCES 33 APPENDIX 34 SUPERVISOR’S COMMENT 35 CHAPTER