Ervina CM Simatupang

Heri Heryono

Universitas Widyatama, Indonesia

Abstract

The increasing linguistic demands in global hospitality, coupled with the challenges faced by hotel staff in delivering effective English communication, call for innovative training approaches that integrate authentic tasks, technology, and psychological readiness. The scarcity of research on technology-enhanced Task-Based Language Teaching (TBLT) in hospitality training necessitates an investigation into its effectiveness in developing communicative competence, confidence, and Willingness to Communicate (WTC) among hotel staff. This study investigated a 16-week English program grounded in TBLT, incorporating AI-driven tools (Fully Fluent®, an AI-powered language learning app offering real-time feedback and pronunciation support) and role-play. Using a quasiexperimental pretest–posttest design complemented by qualitative analysis, the study involved 25 hotel employees. Results showed significant improvements in writing (M = 63.44 to 82.36, p < 0.05, r = 0.2) and speaking (M = 72.08 to 82.88, p < 0.05, r = 1.8), with stronger effects in speaking, highlighting the impact of role-play and AI-assisted pronunciation practice. While WTC components—confidence (M = 4.14), motivation (M = 4.17), and reduced anxiety (M = 4.14)— increased, no significant correlations emerged with language performance (p > 0.05), suggesting linguistic gains stemmed from structured task exposure rather than self-perceived readiness. Thematic analysis revealed greater confidence and preparedness but persistent challenges in spontaneous guest interactions and accent comprehension, underscoring the need for extended taskbased interventions with adaptive AI-driven simulations. Findings affirm TBLT’s pedagogical value in workplace training and its potential to bridge the gap between structured learning and dynamic realworld communication in hospitality settings.

Keywords

Confidence, motivation, fear of communication, task-based language teaching, willingness to communicate