Enhancing Hospitality in Malaysia’s Tourism Industry through English Proficiency

The tourism industry contributes significantly to Malaysia’s economic development, with international tourists contributing significantly to its growth. While technological advancements and improved facilities have enhanced the sector, effective communication remains a key determinant of tourist satisfaction and sustainable industry performance. As the global lingua franca, English is essential for front-line tourism workers such as tour guides, receptionists, and service providers. This paper reviews existing literature to examine the issues and effects of limited English proficiency among Malaysian tourism workers in their interactions with international tourists. Findings reveal that low proficiency in English leads to reduced clarity and accuracy in information delivery, hinders problem-solving, and restricts meaningful engagement with tourists. Challenges commonly reported include difficulties in understanding diverse English accents, limited vocabulary, and the inability to construct grammatically correct responses. These barriers often cause miscommunication, frustration, and a decline in tourist satisfaction. Besides, the lack of adequate English skills reduces Malaysia’s competitiveness in the global tourism market by limiting positive reviews, repeat visits, and overall destination appeal. Conversely, studies suggest that improving English proficiency among local workers enhances communication, strengthens customer rapport, and contributes positively to Malaysia’s international reputation. The review highlights that English proficiency is not merely a communication tool but a fundamental factor influencing service quality, customer satisfaction, and operational efficiency in tourism. There is a need for further research and training initiatives aimed at developing a more linguistically competent tourism workforce to ensure Malaysia’s continued growth as a competitive global destination.

hospitality, tourism industry, English proficiency, Malaysia

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