ABSTRACT
ACKNOWLEDGEMENTS
TABLE OF CONTENTS
List of abbreviations
List of tables and charts
Chapter 1: Overview of the study
1.1. Rationale
1.2. Previous study
1.3. Aims of the study
1.4. Research subjects
1.5. Scope of the study
1.6. Research methodology
1.7. Organization of the study
Chapter 2: Literature review
2.1. Definition of communication
2.1.1.Definition of communication
2.1.2 Components of Communication Process
2.2. Definition of communication skills
2.2.1 The definition of communication skill
2.2.2 Types of communication skills
2.3. Types of Communication & Communication Skills and the role of communication in Hotel & Hospitality industry
2.3.1. Types of communication in Hotel & Hospitality industry
2.3.2. Types of communication skills in Hotel & Hospitality industry
2.3.3. The role of communication in Hotel industry
2.4. Reception and its responsibilities at Muong Thanh Grand Hanoi Hotel
2.4.1. The role of Reception Department in the hotel
2.4.2. The task of Front Office Department in Muong Thanh Grand Hanoi Hotel
2.5. The reality of using English in Reception Department at Muong Thanh Grand Hanoi Hotel
2.6. Some problems in English communication skill that receptionist always encountered
2.6.1. Speaking skill
2.6.2. Listening skill
Chapter 3: Data analysis and Research findings
3.2 Data Analysis
3.1.1. Receptionist’s education level (See Appendix)
3.1.2 The amount of time a receptionist had worked for the hotel
3.1.3: How often do you use English in workplace? (See appendix)
3.1.4: The role of English communication skills in hotel (See appendix)
3.1.5. Number of receptionist confident when communicate by English in their job (See appendix)
3.1.6. The English skill that receptionist encounter problem most (See appendix))
3.1.7. Level of English communication skills of receptionists(Self-assesment) (See appendix)
3.1.8 Question 8: Some common problems that receptionists faced with when communicate by English in workplace? (See appendix)
3.1.9: Causes of problems in speaking skill (See appendix)
3.1.10. Causes of problems in listening skill (See appendix)
3.1.11. The intent of participants (See appendix)
3.1.12. In their opinion, how can the hotel help them improve their English communication skills? (See appendix)
3.2. Findings and discussion of the findings
Chapter 4: Recommendations and Suggestions
4.1. Some solutions to improve English communiction skills of Receptionists at Muong Thanh Grand Hanoi Hotel.
4.2. Some suggestion for the further research
4.2.1. Limitations of the study
4.2.2. Some suggestions for further studies
CONCLUSION
REFERENCES
APPENDIX