A Needs Analysis of English for Specific Purposes (ESP) in the Hospitality Industry: A Literature Review and Case Study of Front Office Telephone Communication at Noble Resort Hotel Melaka

This study aims to examine the gap between the English for Specific Purposes (ESP) curriculum in hotel management study programs and the practical needs of the industry, specifically in the front office area, with a focus on telephone operators. By employing a literature review method combined with a case study analysis of a final paper titled Telephone Operator as a Communication Center in Supporting the Smooth Operations of the Front Office Department at Noble Resort Hotel Melaka, this research identifies both the alignment and discrepancies between theory and practice and indicates that while the ESP curriculum successfully equips students with necessary functional language skills, a significant gap remains in their intercultural competence and their ability to handle diverse foreign accents. This gap has the potential to impede communication effectiveness and impact service quality.Based on these findings, this study recommends a more holistic pedagogical approach, including the development of authentic teaching materials, scenario-based workplace simulations, and the integration of intercultural competence training into the curriculum. These suggestions aim to ensure that graduates are not only linguistically competent, but also culturally prepared for success in the global job market.