IMPROVING RECEPTIONISTS’ COMMUNICATION SKILLS: A STUDY OF SPEAKING TYPES AT DESA POTATO HEAD BALI
DOI:
https://doi.org/10.55197/qjssh.v5i5.529Keywords:
hotel receptionists, communication skills, types of speaking, functions of speaking, guest experience, customer satisfactionAbstract
This study investigates the types and functions of speaking employed by Desa Potato Head Bali hotel receptionists. As the first point of contact for guests, receptionists play a crucial role in shaping the overall guest experience through effective communication. To cope with the previous goal, case study was used as the research design. Additionally, observation through audio recording and interviews were implemented to collect the data. The findings of this study are: (1) one type of speaking was found, which is dialogue; and (2) eight functions of speaking were discovered, which are exchanging personal information, expressing future intentions, giving directions, giving advice & making suggestions, narrating a story, discussing opinions, describing, and interacting in social situations. However, there is a lack of research specifically focusing on the speaking practices of hotel receptionists when interacting with a diverse clientele. This study aims to fill this knowledge gap by examining the types and functions of speech receptionists in their daily work. The literature review explores the multifaceted nature of speaking, encompassing verbal and non-verbal elements, and the role of inner speech and social speech in forming and interpreting meanings. The findings of this study are expected to provide valuable insights into the communication needs of hotel receptionists and contribute to the development of targeted training programs to enhance their communication skills and ultimately improve the quality of customer service in the hotel industry.
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