ESP Course Design for Indonesian Hotel Industry: Need Analysis

English for Specific Purpose (ESP) runs to equip learners’ English language for their future needs in tertiary education. In the hotel industry, the laborers’ English capabilities are crucial as their duties deal with foreign guests. However, hotel employees’ English language inability was found in a small case. Thus, the ESP argues able to advance labor’s English language skills. This research aims to identify staff’s English needs in the front-desk department by identifying labors’ lacks, wants, and necessities. Furthermore, this paper also seeks the expected ESP course. The data were collected toward three staff and a hotel manager by using the qualitative method. Additionally, interview and participant observation has established in Kapal Garden Hotel, Indonesia. The result are 1.) Speaking and listening are primary skills for a front desk job. It is in line with work necessities that front desk staff’s duties are to communicate with foreign guests. The ESP course is expected to lead the students to pronounce vocabulary in hotels, respond to the conversation in the check-in and check-out situation, explain hotel facilities, direct the guest to a certain place, and understand the various foreign accents. 2.) The staff expects flexible teaching for ESP course design.


INTRODUCTION
English for Specific Purpose (ESP) has been adopted to provide learners English language in line with their future needs for a long time. Nowadays, ESP has been developed in tertiary education. The researcher has observed that ESP has become a compulsory course at the University of Muhammadiyah Malang. Also, ESP has been applied in the higher educations in Cambodia, Slovak, and Vietnam (Petraki & Khat, 2020;Chmelíková & Hurajová, 2019;Pham & Ta, 2016). Explaining the reason some institutions applied ESP as their course, Lapele (2019) and Sumarsono et al., (2017) argue that it is to prepare graduates to succeed in the workforce. In hotel industry, the English language becomes a primary competence for employee's productivity due to the whole duties are serving the guest. In particular, the situation required to use English is when the foreign visitors stay in the hotel. Within the various department in the hotel industry, the researcher observed Front Desk Department as the department that most required English language use. It is drawn due to front desk staff's duties are answering guest's telephone, making a reservation, doing transactions, and explaining product knowledge.
Afrianto & Gulö (2019) moreover agree that front desk staff's English proficiency is important for dealing with the guest.
Although the ESP concept is adopted at the tertiary level, it is a little case of ESP has been applied in the company training. However, Panagiotopoulos et al., (2018) find that company training for the employee hones staffs' skills that affect their productivity. In line with that, this is believed that ESP provision for employees can provide English language skills.
Therefore, Human Resource Capital is required to provide English courses to improve employees' self-competence. Moreover, the training is highly needed as English language barriers are still exist among hotel's front desk staffs (Datu, 2019). Menggo et al., (2019) believe that need analysis is designed to help teacher in deciding material and identify learners' targets for achieving learning outcomes. Hence, conducting a need analysis for ESP teaching is important. Several studies stand on analyzing tourism program students' need toward the English language. Arsiyana & Hernadi (2020) used interview and questionnaire toward lecturers, tourism experts, and students. That paper founds speaking and related material for tourism job are French students expectation in learning the English language. Puspitasari (2018) interviewed tourism experts yielding speaking, followed by listening, writing and reading as the students' need. Lertchalermtipakoon et al., (2021) interviewed tourism students revealed that listening and speaking skills are defined as as students lack in learning English.
The previous study of students' attitudes toward ESP has found that students support communicative approach teaching in ESP course (Process, 2010). Likewise, Rahmi et al., (2020) find students in ESP class are expected to be provided with fun activities, discipline without given pressure, and given professional material exposure. Arnó-Macià et al., (2020) also find a positive attitude of ESP as ESP allowed them to be more communicative and provided a great understanding of professional English. Reflecting the importance of ESP teaching in the company, this study seeks to identify student's English language needs, this presents paper identified the lacks, wants, and necessities. What makes this need analysis unique is the participant observation applicability. It is in accordance with Fine (2015) that argues observation allows the researcher to gain insight of human behavior and culture. That means the supporting document is drawn from the observatory instead of a hotel manager, and employee's viewpoint.

METHOD
The data was collected through qualitative design. The structural interview has established toward three staffs of the front desk department in Kapal Garden Hotel Malang and a hotel's manager who take responsibility as human capital. This paper also uses participant observation for four hours in length at the front desk service.
To define students' needs of English language, this paper identified employees' lacks, wants, and necessities. The question asked as follows: 1. Employees' difficulties in the English language production.
2. Work competencies that must be mastered for a front desk staff.
3. Expectation to learn English.
Secondly, to define the expected ESP course for employees training, the question asked is: The data above shows several situations that require staff to use English language.
Based on the interview, the learners should be able to speak English in cashiering, checking-in and checking-out, explaining hotel facilities, and directing guests to a certain place. Similarly, Puspitasari (2018) finds tourism labor needs to understand the tourism map. Furthermore, front services in the hotel are night audit, financial management for room selling, and reservation (Liu & Liu, 2021) Notwithstanding, the observation result concludes front desk staff uses English for an administrative manner to input guests' databases. Meanwhile, front desk staff are required to understand terminology meaning in the computer system. This is justified with documented computer system below:  Whereas, teaching the meaning of English terminology of computer system is not important because the staff does not have any issues in doing administrative work. Based on the participatory observation, the staffs' administrative duties was expeditious.