Together with the development of society, the demand of a common
language that can serve as a means to communicate is more and more increasing.
From this fact, English has been used world-wide inmany aspects of life for years.
It can be said that so far English has been the most popular language in aviation,
business, and international trade and so on.
In the recent years, the hotel industry has been higher and higher developed
in Vietnam. People working in the hotel industry are required to be efficient in
English so that they can communicate confidently with a great number of foreign
visitors to Vietnam every year. They need to know what to say when dealing with
sensitive situations such as dealing with customers’ complaints. However, it is
questioned whether their ability to communicate efficiently in English can meet
the demand of the hotel industry as well as foreignvisitors or not. The lack of the
competence of using English appropriately to convey their goodwill in dealing
with customers’ complaints may lead to the misunderstanding between the serving
staff and the customers. To make the matter worse, this may cause a not very nice
image of Vietnamese servants in the eyes of foreignvisitors.
This study is carried out with the hope to find outsome patterns employed
by the English speakers in the hotel industry to deal with customers’ complaints.
Based on the finding, the study also implies some suggestions, which might be
useful for the people working in the hotel industryto be better at communicating
in English.