Article

ENGLISH COMMUNICATIVE SKILLS FOR HOTEL STAFFS
AT GRAND ORRI HOTEL
A THESIS
Submitted to English and Literature Department Faculty of Language and Arts
State University of Medan in Partial Fulfillment of the Requirements
For the degree of Sarjana Pendidikan
By
INDRI ASTUTI
Registration Number: 2132121020
ENGLISH AND LITERATURE DEPARTMENT

FACULTY OF LANGUAGES AND ARTS
STATE UNIVERSITY OF MEDAN
2019
i
ABSTRACT
Indri Astuti. 2132121020. English Communicative Skills for Hotel Staffs at

Grand Orri Hotel. A Thesis, English and Literature Department, Faculty of
Language and Arts, State University of Medan. 2019
The aim of the study was to find out whether English is required in Hotel and
what English material that is appropriate for students to be a hotel staffs. This
study was conducted by applying descriptive qualitative research. The data were
collected by using interview technique, and the interview was conducted to a
receptionist, waitress, and housekeeper of Grand Orri Hotel. After the interview
has been conducted, the data were transcribed and analyzed based on the theory of
Tom Hutchinson (1987) in order to find out the needs of communicative skills of
the students who take hospitality major and the suitable material to be provided
for them. As a result, it is found that English is required to be a hotel staff and
there are several communicative skills that should be mastered. The receptionist
must cover the communicative skills of: (1) Handling reservations; (2) Checking
in; (3) Checking out; (4) Providing information; and (5) Dealing with complaint.
The waitress is required to have communicative skills which involve: (6) Taking a
telephone order; and (7) Welcoming and guiding restaurant guests; and (8)
Providing guests’ needs. Meanwhile a housekeeper requires to have the least
English communicative skills, which are: (9) Offering housekeeping and room
service; and (10) Delivering guests’ orders. Furthermore, the language features
(vocabulary and grammar) were identified and they become the guidance of
arranging the English material.
Keywords: Hotel Staffs, Receptionist, Waitress, Housekeeper, Communicative

skills.
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ACKNOWLEDGMENT
First and foremost, the writer would like to express her deepest gratitude
to Allah SWT, the Almighty and the Most Beneficial for Its Blessing, Grace,
Guidance, and Mercy that have been given to the writer until this Thesis could be
completed. This Thesis has been written in partial fulfillment of the requirements
for the degree of Sarjana Pendidikan (S.Pd) at English and Literature Department,
Faculty of languages and Arts, State University of Medan.
In the process of accomplishing this Thesis, many people have shown their
care and assistance, therefore, the writer would like to express her gratitude and
speacial thanks to:
 Prof. Dr. Syawal Gultom, M.Pd., Rector of State University of Medan
 Dr. Isda Pramuniati, M.Hum, Dean of Faculty of Languages and Arts
 Dr. Masitowarni Siregar, M.Ed., the Head of English and Literature
Department and as Thesis Examiner.
 Anggraini Thesisia Saragih, S.Pd., M.Hum., the Secretary of English and
Literature Department.
 Nora Ronita Dewi, S.Pd., S.S., M.Hum, Head of English Education Study
Program and her Thesis Advisor.
 Juli Rachmadani, S.S.,M.Hum., Head of English Literature Study Program
 Prof. Dr. Berlin Sibarani, M.Pd. as her Thesis Advisor who has given the
writer support, time and valuable suggestions.
 Rika S.Pd., M.Hum as her Thesis Examiner who has given the writer time,
support, and valuable input to furnish this thesis.
 Her special sincere gratitude goes to her forever-supportive parents, her
beloved father, Sulaiman and her wonderful mother, Umiati. For their endless
love, mental and financial support, understanding spirit, motivation and the
main part, prayers during the writer’s whole life.
 Her wonderful friends Cikita Veronika, Eka Winda Sari, Fildzah Arifah,
Anggun Nurul Iman, Ade Lestari, Annisa Sarah Hirmadhani, Eka Fitria,
Cucu Nistiya Ningrum, Arini Supika, and Kiki Kurniawati. Thank you for
every single smile, laugh, tear, help, struggle that we have passed and for
sweet happy memories we shared together.
 Her thankfulness is also directed to her directress, Ms. Yenni and her partners
at Study Land English and Education Belawan, Ms. Aisah, Ms. Diah, Ms.
Nurul, Ms. Laylan, Ms. Tina, Ms. Endang, Ms. Safira, and Ms. Rere.
Thank you for every support and laugh in entertaining the writer.
 All her classmates in Regular A 2013 Zainuddin Syam, Annisa Maghfirah,
Devi Fitriani, Aryokta, Ahmad Dolly, Immi Dewi, Friska Oktavia, Laura
A. Simanjuntak, Ayu Hidayah Putri, and Amelia Tanjung and who cannot
be mentioned one by one that conquered the lectures and share knowledge,
ideas, and bitter-sweet of campus life together.
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 Late Anggi Indria Lestari, her friend who cannot finish this fight till the end.
May you rest in peace.
The writer realize that the content of her thesis is still far from being
perfect, but she warmly welcomes any constructive suggestion that will improve
the quality of this thesis. She also hopes it would be useful for those who are
interested in this field of study.
Medan, January 2019

The writer
Indri Astuti
Reg.No. 2132121020
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TABLE OF CONTENTS
ABSTRACT............................................................................................... i
ACTKNOWLEDGEMENT..................................................................... ii
TABLE OF CONTENT............................................................................ iv
LIST OF TABLES..................................................................................... vii
LIST OF FIGURES.................................................................................. viii
LIST OF APPENDICES........................................................................... ix
CHAPTER I INTRODUCTION............................................................. 1
A. The Background of Study................................................................ 1
B. The Problem of Study...................................................................... 5
C. The Objective of Study.................................................................... 6
D. The Scope of Study.......................................................................... 5
E. The Significances of Study............................................................... 6
CHAPTER II REVIEW OF LITERATURE.......................................... 7

A. Theoretical Framework.................................................................... 7
1. English for Specific Purposes...................................................... 7
2. Communication in Hotel ............................................................. 9
3. Communicative Event in Hotel ................................................... 11
4. Communicative Skills for Hotel Staff.......................................... 14
5. Speech Event................................................................................ 16
6. Hotel Staffs.................................................................................. 17
a. The Front-Desk Receptionist............................................ 19
b. Waitress............................................................................. 20
c. Housekeeper...................................................................... 21
7. Necessities for Hotel Staffs.......................................................... 21
8. Finding Necessities of English for Hotel Staffs........................... 23
9. Analyzing Characteristics of Language Used by Hotel Staffs..... 24
B. Relevant Studies............................................................................... 27
C. Conceptual Framework.................................................................... 29
CHAPTER III METHOD OF RESEARCH.......................................... 31

A. Research Design............................................................................... 31
B. The Subject of Research................................................................... 31
C. The Instruments of Data Collection................................................. 32
D. Techniques of Data Analysis............................................................ 32
CHAPTER IV DATA ANALYSIS........................................................... 33

A. Data Analysis................................................................................... 33
4.1 English Communicative Skills Requirement............................. 33
1. Form of Communication........................................................ 33
2. Skills Required....................................................................... 34
4.2 English Material for Hotel Staff................................................ 57
1. English Materials for Receptionist ........................................ 57
2. English Materials for Waitress............................................... 64
3. English Materials for Housekeeper........................................ 68
B. Discussion........................................................................................ 71
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CHAPTER V CONCLUSION AND SUGGESTION............................ 74
A. Conclusion....................................................................................... 74
B. Suggestion........................................................................................ 74
REFERENCES.......................................................................................... 76
APPENDICES........................................................................................... 78
v
LIST OF TABLES
Table 2.1 The commercial arrival–departure hospitality cycle................... 25

Table 4.1 English Skills Requirements for receptionists............................ 42
Table 4.2 English Skills Requirements for Waitress................................... 46
Table 4.3 English Skills Requirements for Housekeeper............................ 53
Table 4.4 English Skills Requirements for Hotel Staffs............................. 55
Table 4.5 English Teaching Materials for Hotel Staffs............................... 72
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LIST OF FIGURES
Figure 2.1 The Department of a Hotel........................................................ 18

Figure 2.2 A framework for Investigating the Necessities of English for
Hotel Staffs................................................................................ 24
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LIST OF APPENDICES
APPENDIX A. Transcripts of Interviews................................................... 78

APPENDIX B. Tabulation of Data............................................................. 90
APPENDIX C. Reconstruction of Data...................................................... 107
viii
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CHAPTER I
INTRODUCTION
A. The Background of Study

For every country, tourism is the essential element that can gain the
nation’s income. Tourism itself is defined as the commercial organization and
operation of holidays and visits to places of interest (Oxford Online Dictionary).
As for Indonesia, tourism is important for the nation’s economy where it supports
increasing the states revenue. The ministry of Tourism usually takes responsibility
of promoting the tourism destination and the program is supported by many
institution or organization which will help the guests or tourists. This organization
generally helps in the accommodation which covers the airfare and place of
staying. As a host, giving a good impression for the guest is a priority, especially
for those who runs the hospitality industry where they will be the home for the
guest during their stay and making the guest feel comfortable is a crucial things.
In this case, it is needed for an organization to employ a professional one in
serving the guest.

Doing a short observation about this matter, people work as a front-
officer, who interact directly with the guests, admitted that it is required for them
to be able to speak in English while they are doing their job. They need to perform
the suitable expression to make an interaction with the guest to make them
welcomed and comfortable. These statements are supported by this interview.
I : Mas, saya dengar mas kerjanya di hotel ya mas?

R : Benar, di hotel.
I : Bagian apa ya mas kalau boleh tahu?
R : Bagian front office.
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I : Oh, front office. Kalau dipekerjaan masnya sendiri, pernah nggak, pakai
bahasa inggris atau melayani pengunjung asing gitu?
R : Pernah… kalau bahasa inggris biasanya kita pakai kalau ada tamu dari
luar ya. Tamu dari luar negeri, tamu asing. Itu kita pasti pakai bahasa
inggris.
I : Oh, jadi pas ada tamu dari luar, gitu ya mas?
R : Iya.
I : Biasanya pada saat gimana itu mas? Atau pas menyambutnya, atau
gimana?
R : Biasanya kalau kita menyambutnya, kita greeting, ya ‘kan? Selamat
malam, good evening, good morning, good afternoon. Biasanya gitu lho.
Kita sapa dulu dia, baru kita bilang may I help you? Nanti dia bilang, Ok I
have booked my room from Agoda, misalnya, dia bilang gitu kan. Ya udah
kita bantu check. Ok, I will check your reservation mam or miss. Kan
gitu…
I : Oh gitu ya mas. Selain biasanya book kamar atau selain greet, ada nggak
bahasa inggris digunakan? Selain dari yang itu?
R : Bahasa inggris digunakan untuk informasi. Biasanya digunakan untuk
tamu-tamu asing. Selain untuk proses check in biasanya ada tamu asing
yang ingin menanyakan kita tentang suatu informasi, itu biasanya kita
harus menjelaskannya juga dengan bahasa inggris.
One of the government program in creating a professional and experiential
manpower is by administering the vocational education. It is a training for
aspecific occupation through a combination of theoretical teaching and practical
experience provided by many high schools in their commercial and technical
divisions, and by special institutions of collegiate standing such as a college of
agriculture, a school of engineering, or a technical institute (Merriam Webster
Online Dictionary). Moodie (2002) takes also the thought of Blunden
andStevenson stated that the modern association of general education with
conceptual understanding or declarative knowledge, and vocational education’s
association with demonstrated knowledge or procedural knowledge.

The fact that vocational education focuses more to the practical things is
related to the expectation that vocational education can contribute to create a
skilled labor that meets the job market needs. Therefore, unlike the general
education system provides only three majors, namely: science, social and
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language, vocational education offers many vocations in commercial fields, such
as administration, accounting, marketing, management, and investment and loan
management. Technical education includes drawing, surveying and mapping,
building construction, water works, electrical installation, electricity supply,
machining, communication electronics, automotive mechanics, general
mechanics, and ship maintenance. (Gill, et.al, 2000). Newhouse and Suryadarma
(2009) added several major in vocational education such as machinery and
information technology; agriculture and forestry; community welfare that are
included to technology department and tourism that covers arts and handicraft;
health; and marine studies. As also stated in Newhouse and Suryadarma (2009) 3,
63.8% of men choose a technical or industrial major, while 56.0% and 28.9% of
women are enrolled in business management and tourism majors as their job
preferences. The numbers are based on the survey held by National Labor Force
Survey (Sakernas).
As skilled human resource considered as one of the way to increase the
economic, government tries to optimize the vocational and technical education.
However, Despite the Indonesian government’s efforts to increase the number of
vocational schools and tertiary vocational institutions, demand for vocational
education initially remained weak. From 1997 to 2007, the share of vocational
students accounted for only 20% to 27% of the total number of senior secondary
students (Kadir, et.al, 2016). There are two main reason as proposed by Kadir,
et.al (2016) why this condition happened. The first reason why is parents in
Indonesia typically regarded vocational school graduates negatively due to the
low salaries, unclear career progression, and low academic capabilities compared
to university graduates. Another reason triggers this condition is there are the
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skills mismatch, referring to the gap between the skills learnt in schools and the
skills needed in job markets. This two reasons may further weaken the demand for
vocational education.
For the second reason, it may closely related to the implementation of the
curriculum and everything relates to the practice. As for now, Indonesia’s
education system is called as Curriculum 2013 and covers academic, technical as
well as vocational education. Prayitno (2014) argues that the approaches used in
the Curriculum 2013 for the vocational and technical education involve
philosophy, functional and introspective. He believes that curriculum content is
determined by referring to function of an occupation for which graduates will
work.
However, there is a mismatch between the skills that a student may have
during the learning process with the skills that they should possess to perform
their job efficiently. This mismatch also happened to students of vocational
education in learning English. As stated by Prayitno (2014), In the case of
Curriculum 2013, the involvement of business and industry in determining
vocational education curriculum content is not clear, there is no publically
confirmation that business and industry are involved in determining curriculum
contents. As a result, an incompatibility between what students learn and what
students supposedly learn appears in the learning process.

The condition happened in most vocational education, without exception
the hospitality education where it found that the contents of the English material
being taught in learning process does not meet the requirements of the hospitality
industry. The English material provided for the hospitality vocational education is
somehow way too general.

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In this case, the education stakeholders need to take responsibility to
facilitate the students in learning in the classroom. Not only the teachers need to
supply the appropriate materials that meet the hospitality students need and
contribute to the job market they may have in the future, but other party such as
government should also need to set the suitable material in the curriculum where
it is possible for the students to receive detailed information and matching skill
with the job that is resemblant to the vocation they take. To get to know the need
of the job market and how it can be delivered to the students to prepare
themselves, the involvement of the hospitality party are needed.

From the background above, it was suggested that hospitality party need to
take part in determining what competence students should have to meet their
need.
B. The Problem of the Study

Based on the above background, the problems of study are formulated as
follow:
1. What English communicative skills are required for Hotel Staff?
2. What are the appropriate materials for teaching students to be Hotel staffs?
C. The Objective of the Study

The objective of study is intended to find out:
1. What English communicative skills that are required for Hotel Staff.
2. What English material that is appropriate for teaching students to be Hotel
staffs.
D. The Scope of the study

The study is scoped to English material used for the hotel staffs in the
front-desk receptionist, waiter of restaurant and lounge department, and
housekeeper which focus on the transactional dialogue occurred during working
time.
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E. The Significance of the Study

The researcher expects the result of this study will give some advantages
to practical significance. In practice, the researcher expects that the result of this
research will be useful for:

1. English teacher of Hospitality program
The researcher expects that this research result will improve the teaching
learning material provided for the hospitality students.

2. Students of Hospitality Industry
The researcher expects that the research will help the students in improve
their communicative skills by appropriate material.

CHAPTER II
REVIEW OF LITERATURE
A. Theoretical Framework
1. English for Specific Purpose
English for specific purposes is an approach to language teaching in
which all decision about the content and method of instruction are based on
the learner’s needs (Hutchinson and Waters, 1987). The course is designed
with certain programs and materials that fit to the needs of the learner since
ESP is the set of educational program which prepare students for the job
market in accordance with the major they take during the learning period. The
majors themselves are widely vary, such as: commercial fields, technical
education, as well as machinery and information technology. As what is
defined above, in the practice, ESP needs to fulfill the learning process with
material and activity that can give the students experience about the real
situation of their major.
There are two points that need to be considered of ESP which are the
learning needs and the target needs. Hutchinson and Waters (1987) defines
learning need as what learner to do in order to learn and target need as what
the learners need to do in target situation. Furthermore, there are three aspects
that cover the target needs; necessities, lacks and wants.
Necessities are defined as the type of need determined by the demands
of the target situation that is what the learners has to know in order to function
effectively in the target situation. Lack is the gap between the learners’
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existing proficiency and the target proficiency, and wants are the disagreement
between learners’ views of what they think their necessities and lack are and
what other parties (stack holder, teacher and material designer) think they
need (Hutchinson and Waters, 1987)
In brief, ESP mainly concerns about the teaching of language need by
the learner to perform certain communicative skills in target situation. It can
be obtained by paying attention to the target need and the learning need.
Target need deals with what skills should the learners need to know to
function effectively in the target situation and learning needs concerns about
how is the way of the learners to meet the skills that they need.
Based on the general nature of the learners’ specialism, ESP courses
are identified based on three large categories: English for Science and
Technology (EST); English for Business and Economics (EBE); and English
for the Social Sciences (ESS). Each of the categories covers two different
purpose of English using namely English for Academic Purposes (EAP) and
English for Occupational Purposes (EOP). However, these two purposes are
related to each other since the language learnt in academic will be later on
used by the students when they become employee and need to perform the
languages skills they have got from the academy.
One of job market that need English for their job performance is the
Hotel Industry as hospitality industry requires its employees to keep in touch
with either local or international guest. For international guest case, one of the
way for the communication runs well is the using of international language,
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which is English. As a result, it is required to get information of what is
needed by ESP learners who take hospitality study program.
2. Communication in Hotel
Communication is a process where there is a mutual assignment of
meaning simultaneous responses by all persons in the transaction, ongoing
giving and receiving of multiple messages, circularity, and numerous channels
of communication (Haris & Nelson, 2008). The similar definition is stated by
Adu-Oppong and Agyin-Birikorang (2014) saying that communication is the
process of transmitting information and common understanding from one
person to another. The three definition above deals with the idea that
communication is the activity of sending or exchanging information.
Communication is happened in every single parts of human’s daily and
in fact becomes the most dominant activities occurring in any work setting
where it is happened between the worker and the worker, the worker and the
supervisor, or the worker and the costumer. Hospitality industry may be one of
the job market where well communication is needed.
Lim, et.al (2009) breaks down the definition of hospitality industry
into hospitality and hospitality industry itself. They define hospitality as an
activity of welcoming a guests when they are away from home and done by a
host where basic necessities are provided such as food, beverages and lodging.
While hospitality industry is the industry comprises business entity of food,
beverages, lodging or a combination of these businesses to travelers during
their stay in a destination. In brief, hospitality or hotel industry is the industry

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of welcoming guest who travels to certain place by providing them food,
beverage, and lodging and in turns the guest need to pay for the services they
have got.
As hotel industry runs by relying on the satisfaction of the guest,
building up a good relation with the guest is really needed. Besides having
good quality of the product offered to the guest, making a good
communication is also required. In order to achieve service excellences in the
hospital industry, two-way communication is one critical factor which requires
the involvement and participation of both customers and service staff in the
service delivery process.1
Barrows and Powers (2008) states that communication in hotel
industry covers mainly two areas: customer service and the interactions
between the staff and management. The interaction of the staff and
management may only involves the internal matters of the hotel administration
while customer service is mainly the time when the hotel staff does the
interaction to the costumer and perform their job by giving the best service. At
this point, since hotel industry is a service-oriented industry, the hotel staff
performance will affect the costumer’s contentment. There are two types of
communication commonly happened in serving the costumer. First, the hotel
staff serves the costumer by directly communicating to them, or the second
where a medium or channel is needed. Adu-Oppong and Agyin-Birikorang
(2014) stated that selection of the particular medium for transmitting the
1
Personal, Social and Humanities Education Curriculum Development Institute, Introduction to
Hospitality, Education Bureau, Wan Chai (Hongkong), 2013, p.16.
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message can be critical, because there are many choices. The medium can be
verbal, nonverbal, written, computer-aided or electronic.
However, hotel industry has become an international industry where
the services that are offered by the hotel are used by costumers who may vary
in cultures. One of the common problem found from this culture diversity is
the language being used in the interaction, they may come from English or
non-English-speaking country. As for Indonesia, serving the international
costumer will be very difficult to deal with because English is still considered
as a foreign language. As a result, language can obstruct the service that they
give to the international costumer due to the lack of English communication
skills performance.
Based on this point, the staff of the hotel industry in Indonesia actually
needs to be prepared for having the knowledge of English communication
where it can improve the quality of their work performance.
3. Communicative Events in Hotels
Communicative events are seen as a communication episode that
involve significant communication activity, such as a planning meeting, an
extended interaction between people, a client conference, conflict interchange,
a compliance-gaining situation, a public speech, an infomercial, symbolic
event, etc. To know the communicative event which occurs in Hotels, there are
eleven things that need to be took into account. Saville-Troike (2003) stated
that as follow:
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1. The genre, or type of event (e.g. joke, story, lecture, greeting,
conversation)
2. The topic, or referential focus
3. The purpose or function, both of the event in general and in terms of the
interaction goals of individual participants
4. The setting, including location, time of day, season of year, and physical
aspects of the situation (e.g. size of room, arrangement of furniture)
5. The key, or emotional tone of the event (e.g. serious, sarcastic, jocular)
6. The participants, including their age, sex, ethnicity, social status, or other
relevant categories, and their relationship to one another
7. The message form, including both vocal and non-vocal channels, and the
nature of the code which is used (e.g. which language, and which variety)
8. The message content, or surface level denotative references; what is
communicated about
9. The act sequence, or ordering of communicative/speech acts, including
turn-taking and overlap phenomena
10. The rules for interaction, or what proprieties should be observed
11. The norms of interpretation, including the common knowledge, the
relevant cultural presuppositions, or shared understandings, which allow
particular inferences to be drawn about what is to be taken literally, what
discounted, etc.
Take a look of this example of a conversation between a waiter and the
costumer.
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Unit 5 : Dialogue 1
Man: I’ve already decided what I want.

Woman: what’s that?
Man: I’m going to have the fondue. It’s delicious here.
Waiter: I’m sorry, sir, the fondue’s off.
Man: Really? In that case, let me think – I’ll have the pork medallions.
Woman: I think I’ll have the same.
Man: And we’ll have a bottle of Chablis.
Waiter: Very well, sir. Thank you very much.
…
Waiter: Would you like any desserts?
Man: Yes, I’d like the gateau, please.
Woman: Just a coffee for me, please.
Man: Make that two coffees.
Waiter: Thank you
(Harding and Handersen, 1994)
Refers to the component of communication which is proposed by
Seville-Troike, some information that can be gotten from the conversation is:
(1) the genre or type of event is a conversation between the waiter and the
costumer; (2) the topic is about how to give and take an order; (3) the purpose
is to know how the procedure is administered; (4) the setting is in a restaurant
lounge; (5) the key or tone, manner, or spirit in which the act is done
considered to be a serious one; (6) the participants involved in the
conversation are a waiter and two costumers, a man and a woman; (7) the
massage form and the message content is face-to-face communication; (8) the
act sequence is the turn-taking between the waiter and the two costumers; (9)
the rules of interaction is the costumers need to be greeted and well-served by
the waiters.
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In brief, the communicative event in hotel is the element appears in a
conversation between a hotel staffs and the costumers during service delivery
process.
4. Communicative Skills for Hotel Staff
Hargie (2006) defines communicative skills as a process in which the
individual implements a set of goal-directed, interrelated, situationally
appropriate social behaviors, which are learned and controlled. This definition
is affected by other linguist’s thought about what actually communicative skill
is. This argument is supported by Philip as cited from Hargie (2006) who
stated that communicative skills is the extent to which he or she can
communicate with others, in a manner that fulfils one’s rights, requirements,
satisfactions, or obligations to a reasonable degree without damaging the other
person’s similar rights, satisfactions or obligations, and hopefully shares these
rights, etc. with others in free and open exchange.
Another supportive statement to Hargie’s definition is the idea of
Combs and Slabby in Hargie (2006) stated that the ability to interact with
others in a given social context in specific ways that are socially acceptable or
valued and at the same time personally beneficial, mutually beneficial, or
beneficial primarily to others.
After all, it can be concluded that communicative skills is the ability of
an individual to interact with other under given social context with specific
way where it can be learned and controlled.

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It has been explained above that hotel industry is a service oriented
industry and the satisfaction of guest becomes the main concern. Thus, the
hotel staffs need to have good communicative skills. In his book, Hargie
(2006) concludes nine cores of communicative skills. They are: (1) non-verbal
communication; (2) question; (3) reinforcement; (4) reflecting; (5) explaining;
(6) self-disclosure; (7) listening; (8) humor and laughter; and (9) persuasion.
By this point, it is clear that to function effectively as hotel staffs, people need
to be able to perform these skills in doing their task.
Furthermore, Khan and Qazi (2016) argued that English language
communication skills is important for the tourists foreign or locals who arrive
here come from varied linguistic, cultural and ethnic backgrounds. So that,
they proposed some points that also need to be considered about hotel staff’s
communicative skills especially those who function as a front-officer like a
receptionist, a waitress, and a housekeeper.
In their research, it is found that for a waiter, ‘pleasant disposition’ and
‘service oriented’ were considered as the most important, ‘courtesy’ as second
most important and ‘English Language proficiency’ as the least important.
For a receptionist, ‘pleasant disposition’, ‘English proficiency’ and
‘courtesy’ were ranked as the most important. ‘English Language proficiency’
as the least important. For reservation staff, the most significant feature is their
competence in English language followed by features like ‘courtesy’, ‘service
oriented’ and ‘pleasant disposition’.
One of the example of pleasant disposition that can be presented by
those hotel staff while serving the guest is their ability to approach and having
16
small talks to the costumer, such as: conveying the concern of the guest
comfort towards certain weather by saying ‘The sun shines a lot here, Mam. It
will be good for you to apply some sun blocks.’ While courtesy can be shown
by some attitudes such as: addressing the guest by an honorific calling, such
as: ‘thank you, Mam’ or ‘have a nice day, Sir.’
Communication skill in the hotel industry, therefore, plays a major role
in the establishment of relationships between members of organizations and
those who visit these organizations (Khan and Qazi, 2016). They also assure
in their research finding that the argument that those who work or aspire to
work in the hotel industry of the state must have good ELC (English Language
Communication) skills for these are important in general in such an industry.
5. Speech Event
The concept of speech event can be defined by referring to Jakobson’s
idea about narrating event and narrated event as written in Wortham and
Reyes (2015). He explained that narrating event is any discursive interaction
among participants, whether or not the speakers tell stories. Whilst narrated
event is any denoted content that is being spoken. In addition, Jakobson argues
that speech event itself is a narrated event which means that it is a set of topic
appears in an interaction with a random order. Moreover, Dawson-Ahmoah
(2017) added some acts which are categorized as speech events based on the
opinion of Cots. Those acts included greetings, making statements, enquiry,
and promises.
17
Between the hotel staffs and the guests, some speech events must
appear in the interaction. The variations of the speech event itself may be
similar among the hotel staffs, as an example is the act of greeting or inquiring
information from the guests. However, how they are conveyed through
language may vary according to which department the staffs are working in.
For example, a receptionist may handle the reservation things and has
got the ability to use certain expressions to perform the speech well but will be
facing difficulty of interacting with a restaurant’s guest since it is no longer
part of his/her job desk.
It also needs to be considered that the speech event may appear
randomly in an interaction. In other words, the speech event may appear
unplanned. In a situation where a waitress is serving the guest, it is possible
for other speech event happened during the process. For instance is the topic
development from ordering menu to discussing about the food on the menu.
In conclusion, in an interaction, speech event can appear unplanned
and though it can be similar from one situation to another, they way how
people use the language to deliver it may be various.
6. Hotel Staffs
Staffs refer to all the people employed by a particular organization
(Oxford online dictionary). They usually take responsibility for certain
department of the organization. The bigger the organization the wider also the
distribution of staffs that are needed to administer certain task.

18
For the hotel industry itself, the staffs are usually distributed to several
department. The following chart is the departments of a hotel as cited in
Barrows and Powers (2009).
General Manager
Room Division Miscellaneous Food and Beverage

operated departments Department
Telephone
Gift shop
Garage, etc.
Front Uniform Housekeeping Food Restaurant Banquet

desk Services Production
Cocktail Room
Lounge Service
Figure 2.1 The Department of a Hotel

In general, those department usually exists in a hotel organizational
system. Each of departments is under the control of a general manager that
is helped by the supervisor who take responsibility of certain department.
These departments are also classified by the performance of the job. There
are commonly two category which are well-known in a hotel industry,
namely: front-of-the-house and back-of-the-house department.2
2
Personal, Social and Humanities Education Curriculum Development Institute, Introduction to
Hospitality, Education Bureau, Wan Chai (Hongkong), 2013, p.81.
19
Front-of-the-house refers to those departments or areas which are
accessible and visible by guests, e.g. front desk counters, restaurants,
concierge and bell services. They are the points of service encounters
where service staff usually have direct contacts and interactions with
guests. While the back-of-the-house are those departments or areas which
rarely have staff-to-guest interactions, e.g. kitchen, housekeeping, human
resources and engineering departments. It should be emphasized that some
‘back-of-the-house’ positions would also come across and interact with
guests.
Based on the scope of this research, the focus will be on the front-
of-the-house department where it includes the front-desk
receptionist/clerk, the reservationist, and the staffs of restaurant and
lounge.
a. The Front-Desk Receptionist
The front-desk receptionist is the person who shows the whole
impression of a hotel to the costumer. This hotel staff has several duty
such as welcoming the arriving guest, checking in and checking out the
guest, verifying the final amount of the bill, posts any recent charges, and
assists the guest in settling with cash, check, or credit card, according to
the house credit policy, taking over the reservation, and ensuring that
guests leave with the intention of returning to the hotel on their next visit
to town (Barrows and Powers, 2009).

20
b. Waitress
Move on to the restaurant and lounge department, though it is part
of the hotel and still carry the job of serving the guest, restaurant and
lounge department sells different goods. Restaurant and Lounge is a public
place that specializes in the sale of prepared food for consumption on- or
off-premise (Barrows and Power, 2009).
This department are broke down into the smaller unit which each
unit takes responsible of certain task. Barrows and Power (2009) said that
at least there are three units that usually exist in restaurant and lounge
department: (1) the front of the house; (2) the back of the house; and (3)
the office.
The front of the house is an operating system, a business place, and
a social stage setting. It focuses on the guest satisfaction where the guest
will expect that as much as the money they spend, they can find a place for
enjoying their meal and get a pleasing atmosphere. The front of the
house’s staff include waiters, captain waiters, cashier, seaters and greeters,
but sometimes seaters and greeters job are done by one person only.
In general, here are some tasks that need to be performed by the
front of the house’s staff: (1) Greeting the guest; (2) Taking the order; (3)
Serving the food; (4) Removing used tableware; (5) Accepting payment
and accounting for sales, charge as well as cash; and (6) Thanking the
guest and inviting comments and return business.
The next department is the back of the house, it is the unit which
takes responsibility of the food quality that is served to the guest. This is a
21
matter not only of food taste but also the food safety, sanitation, food cost
control, and management of supplies.
The last department being discussed is the office. It has as its first
task administrative assistance to the general manager and his or her staff.
The office staff handles correspondence, phone calls, and other office
procedures.
c. Housekeeper
A housekeeper is an individual who works under housekeeping
departments and has a role to maintain the cleanliness of the hotel room
which are being or will be used by the guest (Barrows and Power, 2009).
Before the guest arrives, a housekeeper needs to always keep in
touch with the receptionist to obtain information about booked room
which will be used by the guest and after the guest has been staying there,
a housekeeper plays a significant role in purchasing guest room supplies
including linens, and guest room amenities. Guest room amenities may
range from bars of soap to a full array of toiletries including shampoo,
conditioner, body lotion, sewing kits, and shoe-polishing cloths (Barrows
and Powe, 2009).
7. Necessities for Hotel Staff
Necessities are one of the three elements covered in the concept of
needs. They are defined as the type of the need determined by the demands of
the target situation that is what the learners has to know in order to function
22
effectively in the target situation (Hutchinson, 1987). The necessities consider
about the demands of target situation which is the situation in which the
students use the language they are learning. It is actually a must to know the
needs of the target situation so that, the curriculum can be set so it can meet
the student’s need of English language in a hotel. This idea is supported by
Tomlinson (2008) saying that an understanding of the target situation is center
stage for syllabus and materials design.
Furthermore, by knowing the target situation needs, teacher can also
know what students are able to do in English as a result of the course by
means of activities which mirror those of the target work situation since
generally multicultural work practices increasingly demand that workers are
equipped with enhanced soft-skill proficiency, specifically, foreign language
ability, communication confidence and cross-cultural experiences.
It is essential to know the necessities of the hotel staff in the
developing of ESP materials. It is the beginning of the syllabus designing and
material development since it reveals typical language routines of students’
work contexts and the linguistic forms most frequently used in the specialist
area. Byram as cited from Benavent and Sánchez-Reyes (2015) said that each
situation has its preferred forms of communication (genres). It leads to the
using of certain language features and expressions being used in accordance to
the situation itself.

23
8. Finding Necessities of English for Hotel Staffs
There are several methods that can be administered in finding the
necessities of English for hotel staffs. The most frequent methods used are:
questionnaires; interviews; observations; data collection; and informal
consultations with sponsors, learners and others (Hutchinson, 1987). One or
some of these methods can be implemented depends on how complex the
information we want to look for. However, questionnaires and interviews
seem to be the most common instrument to be used for data collection.
When a researcher chooses questionnaire or interview for his
instruments of collecting data, he must be sure that the questions must touch
the information that they need to obtain. Thus, it is compulsory for the
researcher to know what questions should be asked in order to get focus on the
object being researched. Basturkmen (2010) proposes some questions that can
be the references while analyzing the needs of certain major.
 When does the talk take place?
 Where does the talk take place?
 How is it initiated? (Note some samples of language use.)
 What topics are included?
 What kinds of questions do clients use? (Note samples of language use.)
 What kinds of responses do the clients provide? (Note samples of
language use.)
 Are any difficulties apparent? (If so, what are they?)
 What appears to keep the episodes going or to lead to an abrupt end?
 How long do the episodes generally last?

24
 How are episodes closed down? (Note examples of actual language use.)
After the questions given to the related hotel staffs, the data need to be
analyzed to find out the language features and expressions used by the hotel
staffs in serving the guest. Furthermore, it can be the reference in designing
the curriculum. The following diagram presents the framework of the target
needs analysis.
Employers of the target Need Analysis

situation, teachers of the
target situation, the Individual Interview Communication needs
students learning the Learning needs
target situation.
Figure 2.2 A Framework for Investigating the Necessities of English for

Hotel Staff
9. Analyzing Characteristic of Language Used by Hotel Staff

Language varies depends on the context of how it is used. Two text
consist of same message can be conveyed in very different way. The concept
of language variation gave rise to the type of ESP which was based on register
analysis (Hutchinson, 1987). Under the principle that English use for general
and specific purpose has difference, register analysis is aimed to identify the
grammatical and lexical features of this register (Hutchinson, 1987). Bathia
(2013) stated the same argument saying that register analysis focuses mainly
on the identification of statistically significant lexico-grammatical features of
a linguistic variety. In identifying the characteristic of language varieties,
Bathia (2013) proposes three things that need to be considered, namely:

25
communicative purpose, structural description, and flexibility in move-
structure.
As it has been mentioned above, the language characteristic being
analyzed is scoped only to front-desk receptionist, reservationist, and staff of
restaurant and lounge.
Blue and Harun (2003) mentions the language used in a hospital cycle
started from the arrival to the departure. The following chart shows the
language that commonly used by the front-desk receptionist to serve the guest.
Stage Activity Language Used

Arrival Pick-up service in some hotels; Greeting by driver,
luggage may be carried by welcome by receptionist.
porters; registration at the Routine and rehearsed
reception. All services are language used. Formal
commercial question-answer transaction
in formal tone. Varies with
category of hotel.
Familiarisation Receptionist briefs guest on Briefing style, rehearsed
what and where-in-house messages, additional
facilitates are available, and on questions and answers,
meal and check-out times; guest formal tone, language use
may also read in-house varies according to
brochures and ask questions category of hotel.
about hotel.
Engagement Independent use of facilities in Mostly formal and
rooms and in different sections impersonal, but may
of the hotel. Popular items depend on how long guest
include: TV, restaurant and bar, stays in a hotel. Difficult to
pool, gymnasium, sauna, disco. predict exact language
needs other than those
relating to use of facilities.
Departure Luggage transfer, preparation of Mostly rehearsed language,
bill, perfunctory farewell mostly formal and
conversation. impersonal.
Table 2.1 The commercial arrival–departure hospitality cycle

Based on the table above, Blue and Harun (2003) proposes that the
language of hotel front-desk receptionist comprises functional aspects of

26
hospitality language that are understood worldwide. These functional activities
include check-ins, check-outs, information and queries, and miscellaneous
requests.
For the staff of restaurant and lounge, it can be concluded that at least
there are three language used by the restaurant and lounge staff which include:
taking the guest order, the knowledge of the menu and ability to describe the food,
and the ability to read individual customers' tastes and preferences.
Between the two, front-desk receptionist and staff of restaurant and
lounge, the staff of hotel reservationist has different language characteristics.
Unlike the two, where the language is performed directly to the guest, a
receptionist used the language using the medium, such as telephone, e-mail, or
fax. The job performance usually done by a reservationist is handling a book of a
room or a table (for a restaurant booking) and confirming a book that has been
made.
27
B. Relevant Studies
As supporting data, several research with the similar topic are found. The
first research which is going to be elaborated is ‘Developing English Speaking
Materials for Xth Grade of Hotel Accommodation Department in SMK PI
Ambarukmo 1 Sleman’ written by Laela Febriatun in 2016.
Related to their necessities, based on the questionnaire she distributed to
the students regarding what topic the students needed to learn English speaking,
about 33,36% of the students stated that they need topic related to the Hospitality
industry and 42,42% students argued that the English speaking skill will be
dominantly used in their workplace.
Another factor being convey is the question of the students’ lack where it
shows that 36,36% of the students opined that vocabulary becomes and obstacle
in speaking English. As for the students’ wants, the researcher questioned about
the students’ wants for the listening activities narrator and the research finding
shows that 51,52% of the students want to have mature people in delivering the
listening input.
The second research is written by Chamnong Kaewpet in 2009 under the
title ‘A Framework for Investigating Learner Needs: Needs Analysis Extended to
Curriculum Development’. The research provided a framework for investigating
the English for Specific Purposes (ESP) needs of Thai engineering students who
will study ESP in an English as a Foreign Language (EFL) environment. In the
research finding, the researcher stated that the framework described in the paper
benefits from a significant amount of research and could further expand for more
effective needs analysis methodology than simply identifying needs. It is also

28
stated that the results of needs analysis con-ducted prior to class could be
extended to course design, implementation, and evaluation.
The third research under the title ‘English for Specific Purposes (Tourist
Management and Hotel Industry)’ conducted by Veronika Burdová in 2007
becomes the next research finding that will be elaborated. The research concerned
about various activities that have been done in the course of Tourist Management
and Hotel Industry. The finding states that the activities were popular or likeable
based on the students’ previous knowledge and interest on the given topic. Since
the research covered two different vocation, the most wanted activities in the
classroom are also different. For the hospitality industry students’, they more
likely to have activity relating to making dialogue by using flashcards concerning
the vocabulary of hotel facilities. Meanwhile, the students of tourism management
tended to have reading about foreign countries and following activities about them
as the most useful in the field of their studying subject.
The last research is written by Karaman A. et. Al. (2015) with the title
‘Communication and Its Importance in Small Hotel Enterprises: A Research on
Silifke/Mersin’. The research mainly concerns about communication issues in
small hotel enterprises and problems encountered. The research finding conveyed
that communication is important in business life. At the same time they stated that
the hotel managers are contacting most with customers and staff and the
communication problems with the staff arise most from the lack of knowledge.
This shows that the small hotels deal with problems arising from the operation of
unqualified staff and lack of knowledge of the staff. In this case, it is also
necessary to subjecting staff to the training as managers.

29
C. Conceptual Framework
Vocational education are sets of education practice that attempt to guide
and introduce students to the real situation they may face according the vocation
they take. However, the mismatch of the skills appeared in the practice. It is
commonly found that what is being taught at school does not meet the needs of
the real industry field where they prepare themselves for.
This condition happens also to the students of hospitality industry. As
English seems to play significant role in the practice, students need to learn
English as the requirements of the real hospitality industry condition. However, in
the practice, English material provided for the hospitality industry education does
not meet both students’ and the hospitality industry’s need. The material as found
in their textbook only consists the general topic such as introducing self, giving
congratulation and compliment in general context. It’s hardly to find material that
illustrate the hospitality industry context so the students may have limited
understanding of language used in the related context.
Hotel industry itself is a business entity of food, beverages, lodging or a
combination of these businesses to travelers during their stay in a destination. It is
a service-oriented industry where it relies on the satisfaction of the guest. In the
practice, the job task of a hotel staff is divided into two departments: front-of-the-
house and back-of-the-house. The front-of-the-house staff will be those who
mostly interact with all the guest which comes and to satisfy the guest, it is
considered necessary for the front-of-the-house staff is able to build good
communication with the guest while performing their job. Under this principle, a
30
hotel staff, especially those who are put in the front-of-the-house department,
should be prepared by a proper communicative skills.
The communicative skills are also different according to the department
that a hotel may have, as for example: the language used by the front-desk
receptionist will be different with the one that a reservationist use in performing
their job. Since ESP are the branch of English teaching to prepare the learners to
have the proficiency that they may use in the real field, it is important to get
information about what English language used is actually needed by the
hospitality industry.
This research aims to find out the language necessities of hotel industry
where it can be a contribution for the ESP learners. It also aims to find out the
language used and its characteristic of a hotel staff in different department,
namely: front-desk officer, reservationist, and restaurant staff.

CHAPTER III
METHOD OF RESEARCH
A. Research Design
This study will be conducted by applying descriptive qualitative design.
Descriptive qualitative design is the type of research question, design, and data
analysis that will be applied to a given topic. It primarily concerned with finding
out “what is” (Knupfer and McLellan, 2001).

In this research, the communicative skills required for one to be a hotel
staff will be described based on the identified skills. Instructional materials for the
achievement of the skill will be developed logically and theoretically. The
developed materials will not be tried out, it will critically be analyzed on the
related theory.
B. The Subject of Research

The subject of this research is the staffs of Grand Orri Hotel who work as
a front-desk receptionist, waitress, and a housekeeper. The reason for choosing the
hotel is because the hotel is located in a tourism destination region where many
tourists come to visit and the staffs who work under those three department are the
people who directly serve the guest with or without medium and having
interaction to the guest.
31
32
C. The Instrument of Data Collection

The data will be collected through direct observation and interview. The
observation is done before having the interview to find out the condition of the
hotel staffs during their service. The interviews will then be administered to obtain
supportive data. The interviews will be conducted to the hotel employers. This
interviews aim to search the necessities of communicative skills used by the hotel
staffs where it can be a contribution to the English teaching in ESP.

D. Techniques of Data Analysis
Bogden and Biklen (1982) defined the data analysis process as:
“.... a process of systematically searching and arranging the interview
transcripts, field notes and other materials that you accumulate to increase
your own understanding of them and to enable you to present what you
have discovered to others. Analysis involves working with data,
organizing it, breaking it into manageable units, synthesizing it, searching
for patterns, discovering what is important and what is to be learned and
deciding what you will tell others.”
Therefore, several steps were conducted to analyze the obtained data,
namely:
1. Conducted interview with the subject of the research.
2. The interviews were recorded then be transcribed.
3. The interview transcripts were identified by using the concept of
communicative skills, communicative events and speech events.

4. The identified categories are classified.
5. Reconstruct and collect the examples of communication between the hotel
staff and the hotel guest.

6. Identify the lexico-grammar of each communication for the purpose of
teaching materials provision.

33
CHAPTER IV
DATA ANALYSIS
A. Data Analysis
The transcripts of interview with the receptionist, housekeeper, and
waitress were analyzed by applying Bogden’s and Biklen’s model. The data
analysis showed that in the working place, which is in Grand Orri Hotel, the
English used in order to be an effective receptionist, waitress, and housekeeper are
classified based on: (1) Form of communication, and (2) Skills required, and thus
data are elaborated to identify the suitable English material for students of
Hospitality. Each of the findings are described in details in the following part.
4.1 English Communicative Skills Requirements

1. Form of Communication
The form of communication used in hotel for the position of
receptionist, waitress, and housekeeping is speaking as shown in data 1.

[Data 1:]
IN : Emm… kalau sebagai resepsionis gitu, kira-kira kakak ada
mempergunakan Bahasa inggris nggak kak?
S : Iya ada… kalau ada tamu bule pasti lah kita pakai bahasa inggris.
IN : Oh gitu ya kak. Itu biasanya kakak gunakan secara face to face
atau lewat telepon kak?
S : Dua-duanya bisa. (Page 68, line 7)
IN : Itu biasanya kakak melayaninya secara langsung face to face atau

lewat telpon kak?
S : Face to face bisa, telpon bisa. (Page 73, line 9)
33
34
Through the data, it is concluded that from the three research subjects,
hotel receptionist and waitress use their communicative skills both in face to
face and telephone, meanwhile the housekeeper tend to perform their skill in
face to face only.
2. Skills Required
The analysis of skills will be broke down into three points. Firstly, the
skills will be analyzed based on the communicative event where the skills are
used. Secondly, the skills will be identified by the the speech event concept
which intends to find out what are the topic that appeared in the conversation.
Lastly, refering to the definition of some communicative skills an ability
whether an individual can interact with other under given social context,
Hargie (200) proposes nine communicative skills that supposedly appear in an
interaction. Those nine skills are (1) non-verbal communication; (2) question;
(3) reinforcement; (4) reflecting; (5) explaining; (6) self-disclosure; (7)
listening; (8) humor and laughter; and (9) persuasion.
2.1 Skills for Receptionist

a. Communicative and Speech Event by a Receptionist
The communicative event required to be a receptionist covers 5
communicative events as stated above, namely: handling reservation,
checking in, checking out, providing information, and dealing with
complain. The details of the interview are shown in data 2.
[Data 2:]
IN : Itu… kalau yang face to face itu, biasanya dipakai saat apa aja ya
kak?
S : Kalau face to face… ya seringnya kalau tamu mau reservasi
langsung, check in dan check out ya. (Page 68, line 11)
IN : Emm… selain itu ada lagi nggak kak bahasa inggris dipakai
dalam kerjaan kakak?
35
S : Ada, kalau si tamu ada mau tanya sama kita itu biasanya kita
jawab pakai bahasa inggris juga kan. (Page 68, line 15)
IN : Selain itu, ada lagi nggak kak bahasa inggris di pakai?

S : Emm… kalau ada komplain, tapi… tapi itu jarang sih.
(Page 71, line 70)
Furthermore, several speech event are found out in each
communicative event. The elaboration of those skills are shown in the
following data.
[Data 3:] Reconstruction of conversation in handling reservation.
Receptionist : (1) Good morning, May I help you?

Guest : (2) I will check in here but… I’m not yet for
reservation.
Receptionist : (3) What is the exact day of your staying, sir?
Guest : (4) It will be on February 17.
Receptionist : (5) How long will you be staying, sir?
Guest : (6) For two nights.
Receptionist : (7) How many people will be in your room, sir?
Guest : (8) Two people.
Receptionist : (9) We have many types of room for you, mam, such as
standard, double, and superior.
Guest : (10) I’ll go with the standard room only. How about
facilities that we have?
Receptionist : (11) You will have television and warm water for your
room, sir. Do you want to have room breakfast,
mam? You’ll be charged fifty thousand for that.
Guest : (12) Yes, please.
Receptionist : (13) May I have your name, sir?
Guest : (14) It’s John.
Receptionist : (15) Could you please spell your name, sir?
Guest : (16) It’s J-O-H-N.
Receptionist : (17) Ok sir, you’ll be staying here for two nights on 17
February. You take standard room for two people
with room breakfast. Is there anything you need,
sir?
Guest : (18) No, thank you.
Receptionist : (19) Alright sir, see you later
(Appendix C, page 99)
First, from the conversation, a receptionist need to perform their
communicative skills in some speech event, includes:

1) Greeting
2) Offering help
3) Asking for the details of staying
4) Explaining and offering room
36
5) Explaining the detail of facilities

6) Offering room breakfast
7) Asking for personal information
8) Repeating reservation.
[Data 4:] Reconstruction of conversation in checking in
Guest : (1) Excuse me, I have a reservation under the name John.
Receptionist : (2) Alright sir, you have reserved a standard room for two
night with a room breakfast. Is it correct, sir?
Guest : (3) It’s correct.
Receptionist : (4) Let me take you to your room, sir.
Guest : (5) Ok. Thank you.
Receptionist : (6) This is your key, sir.
Second, there are 3 speech event done by a receptionist in handling
a checking in. They are:

1) Greeting
2) Checking the reservation
3) Escourting the guest to the room
[Data 5:] Reconstruction of data in checking out
Guest : (1) Excuse me, I’d like to check out for now.
[Guest handling the key]
Receptionist : [Receptionist checking the bill]
(2) Excuse me sir, this is the total you need to pay.
Guest : (3) Here it is.
Receptionist : (4) Thank you sir, have a nice day
Third, 2 speech events are administered when a receptionist
handles a checking out, they are:

1) Explainning the billing
2) Greeting
[Data 6:] Reconstruction of data in providing information
Guest : (1) Excuse me, how can I get to the fruit market?  (1)
Receptionist : (2)You must take the right turn from the main road. It will
be on your right.
Guest : (3) Can I go by foot?
Receptionist : (4) Yes, you can.
Guest : (5) How long will it take?
Receptionist : (6) It takes about ten minutes by foot to go to the fruit
market.
Guest : (7) What is fun to do there?
Receptionist : (8) You can buy fresh fruit in there. You can ride horse to
Gundaling hill.
Guest : (9) Thank you for your help.
37
Receptionist : (10) You’re welcome sir.

Fourth, while guests tried to ask for information, a receptionist is
required to use their communicative skills to explain vivid information of
what the guests are asking as well as be able to greet.
[Data 7:] Reconstruction of data in dealing with complaint
Guest : (1) Excuse me, why my TV isn’t really good?

Receptionist : (2) Sorry for this inconvenience, sir. We will check it for
you.
Guest : (3) Thank you.
Last, in dealing with the guests’ complaint, a receptionist is
required to express an apology.
b. Communicative skills by a Receptionist

To find out what are the skills required to be a receptionist, the
following data reconstruction of conversations performed by a receptionist
are presented.
[Data 8:] Reconstruction of conversation in handling reservation.
Receptionist : (1) Good morning, May I help you?

Guest : (2) I will check in here but… I’m not yet for
reservation.
Receptionist : (3) What is the exact day of your staying, sir?
Guest : (4) It will be on February 17.
Receptionist : (5) How long will you be staying, sir?
Guest : (6) For two nights.
Receptionist : (7) How many people will be in your room, sir?
Guest : (8) Two people.
Receptionist : (9) We have many types of room for you, mam, such as
standard, double, and superior.
Guest : (10) I’ll go with the standard room only. How about
facilities that we have?
Receptionist : (11) You will have television and warm water for your
room, sir. Do you want to have room breakfast,
mam? You’ll be charged fifty thousand for that.
Receptionist : (13) May I have your name, sir?
Guest : (14) It’s John.
Receptionist : (15) Could you please spell your name, sir?
38
Guest : (16) It’s J-O-H-N.

Receptionist : (17) Ok sir, you’ll be staying here for two nights on 17
February. You take standard room for two people
with room breakfast. Is there anything you need,
sir?
Receptionist : (19) Alright sir, see you later
In line (1) where the receptionist said ‘Good morning, may I help
you?’, there is an indication of the using of question as shown also in line
(7), (11), (13), (15), and (17).

In line (9) and (11), there is an indication of the using of
explanation as the receptionist said ‘We have many types of room for you,
mam, such as standard, double, and superior.’ and ‘You will have
television and warm water for your room, sir.’

Furthermore, the act of persuasion is also performed by a
receptionist in the conversation as shown in line (11) by saying ‘do you
want to have room breakfast, mam?’ as well as a reflecting act as shown in
line (17).
Lastly, the skill of listening also appears implicitly by the fact that
the receptionist could respond to what the guest was saying.

In conclusion, four communicative skills are found, namely:
1) Question
2) Explaining
3) Persuasion
4) Reflecting
5) Listening
[Data 9:] Reconstruction of conversation in checking in
Guest : (1) Excuse me, I have a reservation under the name John.
Receptionist : (2) Alright sir, you have reserved a standard room for two
night with a room breakfast. Is it correct, sir?
Guest : (3) It’s correct.
Receptionist : (4) Let me take you to your room, sir.
Guest : (5) Ok. Thank you.
Receptionist : (6) This is your key, sir.
39
During their performance in helping the guest check in, the
communicative skills that should be performed are listening that can be
seen by the correct responsed given by the receptionist to the guest. In line
(2) when the receptionist said ‘Alright sir, you have reserved a standard
room for two night with a room breakfast. Is it correct?’, indicates the
using of reflecting act.

In brief, two communicative skills are used during a checking in
process, they are:

1) Listening
2) Reflecting
[Data 10:] Reconstruction of data in checking out
Guest : (1) Excuse me, I’d like to check out for now.
(2) Excuse me sir, this is the total you need to pay.
Guest : (3) Here it is.
Receptionist : (4) Thank you sir, have a nice day
The process of checking out required receptionist to be able to
explain the detail of the payment as shown in line (2) by saying ‘Excuse me
sir, this is the total you need to pay.’ and thus, explaining is required for a
receptionist in checking out process as well as the skills of listening that is
implicitly stated.
[Data 11:] Reconstruction of data in providing information
Guest : (1) Excuse me, how can I get to the fruit market?
Receptionist : (2) You must take the right turn from the main road. It will
be on your right.
Guest : (3) Can I go by foot?
Receptionist : (4) Yes, you can.
Guest : (5) How long will it take?
Receptionist : (6) It takes about ten minutes by foot to go to the fruit
market.
Guest : (7) What is fun to do there?
Receptionist : (8) You can buy fresh fruit in there. You can ride horse to
Gundaling hill.
40
Guest : (9) Thank you for your help.

Receptionist : (10) You’re welcome sir.
In line (2), (6), and (8), the receptionist said orderly ‘You must take
the right turn from the main road. It will be on your right.’, ‘It takes about
ten minutes by foot to go to the fruit market.’ and ‘You can buy fresh fruit
in there. You can ride horse to Gundaling hill.’ which indicate the act of
explaining.
Briefly, when a receptionist was providing information to the
guest, two skills are required, namely:

1) Listening
2) Explaining
[Data 12:] Reconstruction of data in dealing with complaint
Guest : (1) Excuse me, why my TV isn’t really good?

Receptionist : (2) Sorry for this inconvenience, sir. We will check it for
you.
Guest : (3) Thank you.
Last, in dealing with the guests’ complaint, a receptionist is
required to listen and express an apology.

In conclusion, the English communicative skills required by a receptionist
can be summarized as follow:
English Requirements
Communicative Speech Events Communicative
Hotel Staffs
Events Skills
41
1) Handling 1) Greeting 1) Question

reservation 2) Offering help 2) Explaining
3) Asking for the 3) Persuasion
details of staying 4) Reflecting
4) Explaining and 5) Listening
offering room
5) Explaining the
detail of facilities
6) Offering room
breakfast
7) Asking for
personal
Receptionist information
8) Repeating
reservation
2) Checking in 1) Greeting 1) Listening
2) Checking the 2) Reflecting
reservation
3) Escourting the
guest to the room
3) Checking out 1) Explaining the 1) Listening
billing 2) Explaining
2) Greeting
4) Providing 1) Greeting 1) Listening
information 2) Explaining vivid 2) Explaining
information
5) Dealing with 1) Expressing -
complaint apology
Table 4.1 English Skills Requirements for Receptionist
2.2 Skills required for waitress

a. Communicative and Speech Event by a Waitress
If a receptionist performs at least 5 communicative events in the
job, for somebody to be a restaurant waitress is supposed to only handle 3
communicative events consist of: taking a telephone order, welcoming and

42
guiding restaurant guest, and providing the guests’ needs. These three
event will be shown in the following data.

[Data 13:]
IN : Oh… tadi kakak bilang kan untuk melayani tamu, itu… biasanya
melayani gimana kak?
S : Melayani kalau dia mau pesan makan kan yang pasti.
(Page 73, line 11)
IN : Kalau pas sarapan itu bisa kakak kasih contoh nggak kak
penggunaan Bahasa inggrisnya?
S : Emm… ok… (Page 74, line 23)
IN : Kalau gitu… itu biasanya ada lagi nggak kak bahasa inggris di
pakai lagi sewaktu kakak melayani mereka?
S : Paling ya itu kalau mereka mau ada komplain. Misalnya kalau
menunya nggak sesuai sama mereka. Kadang bule ini kan nggak
biasanya makan nasi. Jadi dia suka nanya yang lain.
(Page 74, line 27)
The data shows that the communicative events where English is
used are taking an order which is generally performed in a telephone
conversation, welcoming and guiding the guests who come to the
restaurant, and handling whenever the guests’ need something.

The three communicative events mentioned above show some
particular speech events that will be elaborated in the following data.

[Data 14:] Reconstruction of data in taking an order
Waitress : (1) Grand Orri Hotel, may I help you?

Guest : (2) I’d like to have two fried noodles.
Waitress : (3) Ok, two fried noodles. Do you want your food to be
spicy or not, mam?
Guest : (4) I want spicy noodles please.
Waitress : (5) Two spicy fried noodles. Do you want to have any
drinks mam?
Guest : (6) Yes, please. I’d like to have two coffee or tea.
Waitress : (7) Do you want a hot or a cold one, mam?
Guest : (8) The hot one please.
Waitress : (9) Do you need anything else, mam?
Guest : (10 No, that’s enough, thank you.
Waitress : (11) Ok, mam, sir. We will bring your order to your room
soon. May I take your room number, mam?
43
Guest : (12) VB.01

Waitress : (13) Thank you, please wait for a minute.
From the data above, 6 speech events are found out. They are:
1) Greeting
2) Offering help
3) Asking the details of the food such as the spiciness level.
4) Offering beverage
5) Asking the guests’ room
6) Greeting
[Data 15:] Reconstruction of data in welcoming and guiding the guest.
Waitress : (1) Good morning sir, may I help you?

Guest : (2) Yes, I want to have my breakfast here.
Waitress : (3) May I take your coupon mam, sir?
Guest : (Handling the coupon)
Waitress : (4)This way sir, mam…
Guest : (Having the breakfast)
Waitress : (5)Thank you for coming sir, have a nice day.
Furthermore, 3 speech event are found while a waitress are
welcoming and guiding the guest. They are are:

1) Greeting
2) Offering help
3) Escorting the guests to table
[Data 16:] Reconstruction of data in providing the guests’ needs
Guest : (1) Excuse me… may I have some more bread?

Waitress : (2) Yes, sure.
Guest : (3) And may I have some jam as well?
Waitress : (4) Sure, sir. Wait a minute.
Guest : (5) Do you have anything else?

Waitress : (6) This is our menu, sir. Is there anything you want to
have?
Guest : (7) What is kwetiau?
Waitress : (8)Kwetiau is noodle made by rice flour. You can eat it
with or without soup.
The last communicative event where the communicative skills being
performed by a waitress is providing the guests’ needs. In this interaction, 5
speech events are found such as:

1) Greeting
44
2) Asking the guests’ needs

3) Showing the menu
4) Explaining the menu
5) Accepting the guests’ demand
b. Communicative Skills by a Waitress

The communicative skills required by a waitress will be shown by
the following data reconstruction of each communicative event.

[Data 17:] Reconstruction of data in taking an order
Waitress : (1) Grand Orri Hotel, may I help you?

Guest : (2) I’d like to have two fried noodles.
Waitress : (3) Ok, two fried noodles. Do you want your food to be
spicy or not, mam?
Guest : (4) I want spicy noodles please.
Waitress : (5) Two spicy fried noodles. Do you want to have any
drinks mam?
Guest : (6) Yes, please. I’d like to have two coffee or tea.
Waitress : (7) Do you want a hot or a cold one, mam?
Guest : (8) The hot one please.
Waitress : (9) Do you need anything else, mam?
Guest : (10 No, that’s enough, thank you.
Waitress : (11) Ok, mam, sir. We will bring your order to your room
soon. May I take your room number, mam?
Guest : (12) VB.01
Waitress : (13) Thank you, please wait for a minute.
In line (1), the waitress said ‘Grand Orri Hotel, may I help you?’
indicates the using of question, and this communicative skill is also found
in line (3), (5), (7), (9), and (11).

Accordingly, the communicative skills used by a waitress in taking
an order are:
1) Listening
2) Question


45
have?
Waitress : (8)Kwetiau is noodle made by rice flour. You can eat it
Waitress : (1) Good morning sir, may I help you?

Guest : (2) Yes, I want to have my breakfast here.
Waitress : (3) May I take your coupon mam, sir?
Waitress : (4)This way sir, mam…
Waitress : (5)Thank you for coming sir, have a nice day.
The waitress said orderly in line (1) and (3) ‘Good morning sir,
may I help you?’ and ‘May I take your coupon mam, sir?’ which are
indication of a questioning act.

In brief, the communicative skills found in welcoming and guiding
the guest are:

1) Listening
2) Question


have?
Waitress : (8) Kwetiau is noodle made by rice flour. You can eat it
In line (6), the waitress said ‘This is our menu, sir. Is there
anything you want to have?’ which indicates the using of question.
Meanwhile in line (8) when the waitress said ‘Kwetiau is noodle made by
rice flour. You can eat it with or without soup.’ is an indication of
explanation.
46
By those samples, three communicative skills are identified,
namely:
1) Question
2) Explaining
3) Listening
Briefly, the summary of English skills required by a waitress is presented
as follow:
Hotel Staffs
Events Skills
1) Taking an 1) Greeting 1) Listening
order 2) Offering help 2) Question
3) Asking the
details of the
food such as the
spiciness level.
4) Offering
Waitress beverage
5) Asking the
guests’ room
6) Greeting
2) Welcoming 1) Greeting 1) Listening
and guiding 2) Offering help 2) Question
the guest 3) Escorting the
guests to table
Hotel Staffs
Events Skills
3) Providing the 1) Greeting 1) Question
guests’ needs 2) Asking the 2) Explaining
guests’ needs 3) Listening
3) Showing the
Waitress
menu
4) Explaining the
menu
5) Accepting the
guests’ demand
47
Table 4.2 English Skills Requirements for Waitress
2.3 Skills for a Housekeeper
a. Communicative and Speech Event by a Housekeeper

Among the three subject, housekeeper performs the least English
communicative skills which only cover mainly two tasks namely: offering
housekeeping and room service and delivering the guests’ order. These two
skills are mentioned on the following data.

[Data 20:]
IN : Oh, gitu… selain mau bersihkan kamar, ada yang lain gitu nggak
kak waktu kakak pakai bahasa inggris?
S : Pas kita ke kamarnya itu juga kan. Kadang kan tamu ada butuh
sesuatu lagi, kita tanya lah ke dia atau dia tanya kita
(Page76, line 13)
IN : Emm… selain itu kira-kira ada lagi nggak kak penggunaan

bahasa inggris dalam pekerjaan kak?
S : Paling… paling kalau lagi ramai kadang kita kan harus bantu
ngantar apa-apa ke kamar. Seringnya pas makan itu kalau mereka
minta makan di kamar. (Page 77, line 25)
As mentioned above, a housekeeper mainly perform only two tasks
which are offering housekeeping and room service or delivering the guests
order. Furthermore, the two tasks that are performed by a housekeeper
consist of several speech events. The detail will be elaborated as follow.
[Data 21:] Offering room service
Housekeeper : (1) Excuse me, room service sir, mam.

Guest : (Opening the door)
Housekeeper : (2) Excuse me, mam, would you like your room to be
cleaned?
Housekeeper : (4) Ok sir, excuse me. Hope you enjoy your stay here.
Have a nice day.

48
cleaned?
Housekeeper : (7)What service would you like to have for your room,
mam?
Guest : (8) I want my bathroom to be cleaned.
Housekeeper : (9) Sure, mam.
(Housekeeper Cleans the bathroom)
Housekeeper : (10) Excuse me mam, your bathroom has been cleaned

now.
Guest : (11) Great. Thank you.
Housekeeper : (12) Is the room ok for you sir? Would you like to have
another service?
Guest : (13) It’s fine, thank you.
Housekeeper : (14) Ok sir, excuse me.
Housekeeper : (15) Is there anything you would like to have, mam?

Guest : (16) Yes… may I have another water please?
Housekeeper : (17) Of course, mam. Here you go. Do you need anything
else mam?
Guest : (18) Can I have extra towel, please?
Housekeeper : (19) Sure, you can mam. Can I collect the towel for you
Guest : (20) Yes, sure.
Firstly, 3 speech events are found while a housekeeper offers the
room service. They are:
1) Greeting
2) Offering housekeeping
[Data 22:] Delivering guests’ order
Housekeeper : (1) Excuse me, housekeeping. Your food is ready, mam.

(Serving the meal)
(2) This is your bill, mam.
Guest : (3) Just put it in my bill.
Housekeeper : (4) Alright, excuse me mam.
49
Secondly, in delivering guests’ orders, a housekeeper perform only
2 speech events, namely:
1) Greeting
2) Handing the bill
b. Communicative Skills by a Housekeeper
To identifyout what are the skills required to be a housekeeper, the
following data reconstruction of conversations performed by a
housekeeper are presented.
[Data 23:] Offering room service
Housekeeper : (1) Excuse me, room service sir, mam.

cleaned?
Housekeeper : (4) Ok sir, excuse me. Hope you enjoy your stay here.
Have a nice day.
cleaned?
Housekeeper : (7)What service would you like to have for your room,
mam?
Guest : (8) I want my bathroom to be cleaned.
Housekeeper : (9) Sure, mam.
Housekeeper : (10) Excuse me mam, your bathroom has been cleaned

now.
Guest : (11) Great. Thank you.
Housekeeper : (12) Is the room ok for you sir? Would you like to have
another service?
Guest : (13) It’s fine, thank you.
Housekeeper : (14) Ok sir, excuse me.
Housekeeper : (15) Is there anything you would like to have, mam?

50
Guest : (16) Yes… may I have another water please?

Housekeeper : (17) Of course, mam. Here you go. Do you need anything
else mam?
Guest : (18) Can I have extra towel, please?
Housekeeper : (19) Sure, you can mam. Can I collect the towel for you?
Guest : (20) Yes, sure.
In line (2) when the housekeeper asked ‘Excuse me, mam, would
you like your room to be cleaned?’, this utterance indicates the questioning
skill and this skill also appears regularly such as in lines (5), (7), (12),
(15), (17) and (19). Another skill that may appear is listening that can be
identified by the ability of the housekeeper to respond to what the guest
asked.
In general, two communicative skills are found, namely:
1) Question
2) Listening
[Data 24:] Delivering guests’ order
Housekeeper : (1) Excuse me, housekeeping. Your food is ready, mam.

(Serving the meal)
(2) This is your bill, mam.
Guest : (3) Just put it in my bill.
Housekeeper : (4) Alright, excuse me mam.
Not many communicative skills can be identified under this
communicative event. However, as shown in line (1) and (2) when the
housekeeper said ‘Excuse me, housekeeping. Your food is ready, mam.’ and
‘This is your bill, mam.’, the act of explaining can be identified. Thus, two
communicative skills are found out, namely:
1) Explaining
51
2) Listening
The summary of English required by a housekeeper is shown in the table
below:
Hotel Staffs
Events Skills
1) Offering room 1) Greeting 1) Question
service 2) Offering 2) Listening
Waitress housekeeping
3) Accepting the
guests’ demand
2) Delivering 1) Greeting 1) Explaining
guests’ order 2) Handing the bill 2) Listening
Table 4.3 English Skills Requirements for Housekeeper
As a summary, each of hotel staff faced different communicative
event. However, some similarities of the speech event might appear during
the conversation. The differences between the communicative event affected
the communicative skills that each of hotel staff used. The following table records
the whole English requirements for each staff.

52
Communicative Event Speech Event Communicative Skills
Hotel Staffs
1) Handling reservation 1) Greeting 1) Question
2) Offering help 2) Explaining
3) Asking for the details of 3) Persuasion
staying 4) Reflecting
4) Explaining and offering 5) Listening
room
5) Explaining the detail of
facilities
Receptionist 7) Asking for personal
information
8) Repeating reservation
2) Checking in 1) Greeting 1) Listening
2) Checking the reservation 2) Reflecting
3) Escourting the guest to the
room
3) Checking out 1) Explaining the billing 1) Listening
2) Greeting 2) Explaining
4) Providing information 1) Greeting 1) Listening
2) Explaining vivid information 2) Explaining
5) Dealing with complaint 1) Expressing apology
53
Communicative Event Speech Event Communicative Skills
Hotel Staffs
1) Taking an order 1) Greeting 1) Listening
2) Offering help 2) Question
3) Asking the details of the
food such as the spiciness
level.
Waitress 6) Greeting
2) Welcoming and guiding the 1) Greeting 1) Listening
guest 2) Offering help 2) Question
3) Escorting the guests to table
3) Providing the guests’ needs 1) Asking the guests’ needs 1) Question
2) Showing the menu 2) Explaining
3) Explaining the menu 3) Listening
4) Accepting the guests’
demand
1) Offering room service 1) Greeting 1) Question
2) Offering housekeeping 2) Listening
3) Accepting the guests’
Housekeeper
demand
2) Delivering the guests’ order 1) Greeting 1) Explaining
2) Handing the bill 2) Listening
Table 4.4 English Skills Requirements for Hotel Staffs

54
4.2 English Materials for Hotel Staff
After the required skills are identified, a suitable English materials that
should be provided for the hotel staffs can be arranged based on the skills
identification. Since communicative skills are the ability of an individual to
interact under given context, English speaking material is considered the best to
be provided for teaching students to be hotel staffs along with the supportive
material, such as grammar.
1. English materials for Receptionist
The result of the interview to the hotel staffs showed that
conversations commonly used by receptionist are (1) reservation, (2)
check in, (3) check out, (4) provide information and (5) deal with
complaint. The appropriate English material for those 5 circumstances will
be presented below.
1.1 English Material in Handling Reservation
In doing reservation, the receptionist perform it through
conversation. Reservation is an arrangement to have something, such as; a
hotel room, held for one's use (Merriam Webster Online Dictionaries).
In handling a reservation, a receptionist must perform some speech
events, namely: greeting, offering help, asking for the details of staying,
explaining and offering room, explaining the detail of facilities, offering
room breakfast, asking for personal information, repeating reservation.

55
Based on the speech event, the material that should be provided for
teaching students to be hotel staffs will be elaborated below.
a. English speaking material
1) Greeting
- Good morning
- See you later
2) Offering help
- May I help you?

- Is there anything you need, sir?
3) Asking for the details of staying
- What is the exact day of your staying, sir?

- How long will you be staying, sir?
- How many people will be in your room, sir?
4) Explaining and offering room
- What is the exact day of your staying, sir?

- How long will you be staying, sir?
- How many people will be in your room, sir?
- May I have your name, sir?
- Could you please spell your name, sir?
5) Explaining the detail of the facilities
- We have many types of room for you, mam, such as standard,

double, and superior.
- You will have television and warm water for your room, sir.
- Do you want to have room breakfast, mam?

- You’ll be charged fifty thousand for that.
56
7) Asking for personal information
- May I have your name, sir?

- Could you please spell your name, sir?
8) Repeating reservation
- You’ll be staying here for… on …

- You take … (types of room) for … (number of people)
b) Sentence Structure
Based on Data 3 some grammatical features are identified. In line
(1), the receptionist said “May I help you?” this indicates that the grammar
material that should be targeted to the students who want to be a
receptionist is modal verbs.
In line (2) the guest said “I will check in here but… I’m not yet for
reservation.” This indicates that students should be able to comprehend in
simple future constructions.
And in line (3) the receptionist said “ What is the exact day of your
staying, sir?” which indicates that students should be able to utter sentences in
simple present tense.
Meanwhile, the forms of questions used by the receptionist are
both WH- questions or Yes/No question in which WH- question form
appears more often than Yes/No question.

57
1.2 English Material in Checking In
Checking in is an act to register at a hotel (Merriam Webster
Online Dictionaries). The conversation of checking in and what
communicative skills should be performed are shown as follow. The
speech function found in checking in circumstance are greeting. checking
the reservation and escourting the guest to the room.
1) Greeting
- Excuse me…
2) Checking the reservation
- You have reserved … (types of room) for … (period of staying)
3) Escourting the guest to the room
- Let me take you to your room, sir.

- This is your key, sir.
b. Sentence structure
Refering to Data 4, the guest said in line (1), “Excuse me, I have a
reservation under the name John.” This indicates that should be able to
comprehend a simple present construction and in line (2) the receptionist
said “Alright sir, you have reserved a standard room for two night with a
room breakfast. Is it correct, sir?” which indicates that students should be
able to speak in present perfect tense.

58
Meanwhile, unlike the expression used in doing reservation, the
forms of sentences appeared in doing check in is not only through
questions but also in imperative way. In addition, WH- question does not
appear in the conversation while the Yes/No question is still used.
1.3 English Material in Checking Out
Check out is the act of the time at which a lodger must vacate a
room (as in a hotel) or be charged for retaining it (Merriam Webster
Online Dictionaries). In checking out the speech event that a student must
be able to do are explaining the billing and greeting.
1) Explaining the billing.
- This is the total you need to pay.
2) Greeting
- Excuse me…
- Have a nice day
In line (1) as taken from Data 5, it shows that the guest said
“Excuse me, I’d like to check out for now.” The guest speaks by using
modal verbs sentence and in line (2) the receptionist replied by saying
“Excuse me sir, this is the total you need to pay.” This indicates that modal
verbs and simple present should be taught to students.

59
1.4 English Material in Providing Information for Guests
Providing means to give someone something that they want or
need (MacMillan Online Dictionary). In this case, the thing that is given is
information. Information can be varied based on the context and situation.
In doing this task, only one speech event is found namely explaining
information that the guests asked.
1) Explaining information
- You must take the right turn from the main road.
- It takes about ten minutes by … to go to …
- You can…
2) Greeting
- Excuse me…
- You’re welcome.
As it has been shown in Data 6, an act of providing something can
be varied depends on what information is asked by the person asking. In
line (1) the guest said “Excuse me, how can I get to the fruit market.” The
receptionist replied “You must take the right turn from the main road. It
will be on your right.” This indicates the using of modal verbs. While in
line (5) where the guest questioned. “How long will it take?” it indicates
the using of simple future tense and in line (6) the receptionist said “It
takes about ten minutes by foot to go to the fruit market.” In which it
indicates the using of simple present.

60
As for the forms of the sentences, WH- question and Yes/No
question are both used in the conversation.
1.5 English Material in Dealing with Complaint
Complaint is expression of grief, pain, or dissatisfaction (Merriam
Webster Online Dictionary). As an individual working in a good and
service industry, it is crucial for a hotel staff, especially a receptionist as a
front-officer to handle this situation. A speech event that students must
perform in this situation is to express an apology.
1) Expressing an apology
- Sorry for this inconvenience, sir. We will check it for you.
From Data 7, what the guest said in line (1) “Excuse me, why my
TV isn’t really good?” indicates the using of simple present and the
receptionist reply in line (2) “…We will check it for you.” Indicates the
using of simple future tense. In addition, the general form of sentences that
appears is question by using WH- question words.

61
2. English Material for Waitress
To function efficiently as a hotel waitress, one must be able to
perform at least three skills namely: (1) Taking a telephone order; (2)
Welcoming and guiding restaurant guests; and (3) Providing guests’ needs.
The material to be provided for students to be able to perform in those
situations will be elaborated below.
2.1 English Material in Taking an Order
Taking an order is an act of receiving a request of product or a
meal that has been asked for by a customer. Taking an order can be done
directly or by using media such as telephone. There are 5 speech event
found while a waitress performed this task. The five speech events are
greeting, offering help, asking the details of the food such as the spiciness
level, offering beverage, asking the guests’ room.
1) Greeting
- Grand Orri Hotel…
2) Offering help
- May I help you?

- Do you need anything else, mam?
3) Asking the details of the food
- Do you want your food to be spicy or not, mam?

- Do you want a hot or a cold one, mam?
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- Do you want to have any drinks mam
- May I take your room number, mam?
From Data 14, in line (1) the waitress said “Grand Orri Hotel, may
I help you?”, and in line (2) the guest responds “I’d like to have two fried
noodles.” Both these lines indicate the using of modal verbs. Continue to
line (3) when the waitress said “Ok, two fried noodles. Do you want your
food to be spicy or not, mam?”, it indicates the using of simple present
tense, and in line (4) the using of simple future appears indicated by the
waitress saying “Ok, mam, sir. We will bring your order to your room
soon…”
The form of sentences in the dialogues in in question and it mainly
delivers in Yes/No questions.
2.2 English Material in Welcoming and Guiding Restaurant Guest
Welcoming guest is an act where one meets and speak to someone
in a friendly way when they arrive (Cambridge Online Dictionary). This
action is generally done face to face. The speech events that should be
taught to students in this situation are greeting, offering help, and escorting
the guest to table.

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1) Greeting
- Good morning, sir.

- Have a nice day.
2) Offering help
- May I help you?

- May I take your coupon, mam?
3) Escorting the guest to table
- This way sir, mam…
a) Sentence structure
From Data 13 line (1), a waitress uttered, “Good morning sir, may I
help you?” indicates the using of modal verbs. And in line (2) the guest
answered “Yes, I want to have my breakfast here.” and it indicates that
students should be able to comprehend a sentence in simple present
construction.
Furthermore, the forms of sentences appear are both statement and
question in which the question tends to use Yes/No questions.
2.3 English Material in Providing Guests’ needs
Provide the guests’ needs are one of the task that must be
administered by a waitress. The need itself can be different from one guest
to another. To perform this task, a waitress must be able to deliver four
topics namely: asking the guests’ needs, showing the menu, explaining the
menu, accepting the guests’ demand.

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a. English Speaking Material
1) Greeting
- Excuse me…
2) Asking the guests’ needs
- Is there anything you want to have?
3) Showing the menu
- This is our menu
4) Explaining the menu
- Kwetiau is noodle made by rice flour. You can eat it with or

without soup.
- Yes, sure.
- Sure, sir. Wait a minute.
Based on Data 16, in line (1) the guest said “Excuse me… may I
have some more bread?”, it indicate that students should be able to
understand sentences in modal verbs construction. In line (2) the guest also
questioned “Do you have anything else?” that indicates the using of simple
present. And in line (3) the waitress responded “Kwetiau is noodle made
by rice flour…” that shows that passive voice should be taught to students.
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The sentences’ form are in statement and question. The question
that appears are Yes/No question and WH- question, in which Yes/No
questions tend to appear more often.
Through the data presented, for students to be able to perform the
task of a waitress, some material should be provided for them. Based on
data 12, 13, and 14, this following table presents the summary of grammar
material that students should learn:
3. English Materials for housekeeper
Based on the result of the interview to the hotel staffs,
conversations commonly used by receptionist are for (1) Offering
housekeeping and room service; and (2) Delivering guests’ orders. The
appropriate material that should be provided will be elaborated in the
following discussion.
3.1 English Material in Offering Housekeeping and Room Service
Housekeeping is the management of a home and the work that
needs to be done in it, such as cleaning. In doing the task, a housekeeper
mainly performs 3 speech events, namely: greeting, offering
housekeeping, and accepting the guests’ demand.

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1) Greeting
- Excuse me, room service sir, mam.

- Have a nice day.
- Hope you enjoy your stay here.
- Have a nice day.
2) Offering housekeeping
- Would you like your room to be cleaned?

- What service would you like to have for your room, mam?
- Would you like to have another service?
- Is there anything you would like to have, mam?
- Do you need anything else mam?
- Ok, sir.
- Sure, mam.
- Sure, you can mam.
- Yes, sure.
Refering to Data 21, in line (2) the housekeeper said “Excuse me,
mam, would you like your room to be cleaned?” this utterance indicates
the using of modal verb as well as passive voice and therefore both should
be taught to students. In line (8) the guest said “I want my bathroom to be
cleaned.” It indicates that students should be able to comprehend a simple
present sentences. And in line (10) in which the housekeeper said “Excuse
me mam, your bathroom has been cleaned now.” Indicates that students
should be able to speak in passive voice sentences.
Questions appears often in the conversation and it comes in the
form of Yes/No questions.

67
3.2 English Material in Delivering Guests’ Orders
Delivering order is not the main task of a housekeeper. However it
is possible for a housekeeper to do this task in certain condition. As for the
performed skills of the task, speech event that a student must be able to do
are greeting and handing the bill.
a. English Speaking Material
1) Greeting
- Housekeeping….
- Excuse me, mam.
2) Handing the bill
- This is your bill, mam.
a) Sentence Structure
Refering to Data 22, the housekeeper said “Excuse me,
housekeeping. Your food is ready, mam.” in line (1), indicates that students
should be able to speak in simple present. Meanwhile, in performing this
task, a housekeeper is rarely using a question. The form of sentence which
appears mostly is a statement.

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B. Discussion
In summary, The data being shown above proved that English is mostly
used through speaking used both by telephone or through direct interaction (face
to face) where totally there are totally 10 communicative event where hotel staffs
must perform their communicative skillsm namely: (1) Handling reservations; (2)
Checking in; (3) Checking out; (4) Providing information; and (5) Dealing with
complaint. The waitress is required to do the tasks which involve: (6) Taking a
telephone order; and (7) Welcoming and guiding restaurant guests; and (8)
Providing guests’ needs. Meanwhile a housekeeper requires to do the least English
speaking skill, which are (9) Offering housekeeping and room service; and (10)
Delivering guests’ orders. For further analysis a receptionist becomes the subject
who perform English more often than a waitress or a housekeeper.
The 10 skills mentioned above consist of various speech function,
meanwhile, out of nine cores of communicative skills, only 5 skills can be
identified based on the interview. They are: (1) Question, (2) Reflecting, (3)
Explaining, (4) Listening, and (5) Persuasion.
The data also shows that the conversation for each hotel staff generally has
something in common. Especially in the sentences structure which dominantly
appear in form of question and offer. The grammatical features which were found
are mainly the using of modal verbs (e.g. may, can). Other tenses that being used
in common are simple present and simple future tense. Meanwhile, the present
perfect tense is used sometimes by the hotel staffs.
In brief, the grammar material that should be provided by the students can be
summarized as follow:
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English Material
Position Speaking Listening
No
1. Receptionist 1) Modal verbs 1) Simple future tense
2) Simple present tense 2) Simple present tense
3) Present perfect tense 3) Modal verbs
4) Simple future tense

2. Waitress 1) Modal verbs 1) Modal verbs
2) Simple present tense 2) Simple present tense
3) Simple future tense
4) Passive voice
3. Housekeeper 1) Modal verbs 1) Simple present tense
2) Passive voice
3) Simple present tense
Table 4.4 English Teaching Materials for Hotel Staffs.
Furthermore, in terms of vocabulary, the words or expressions that
appeared in the conversation are distinct to each other and relates closely to the
topic that becomes the discussion.
First, a receptionist tends to use the terminologies about the hotel facility
(e.g. the hotel room types), some expressions related to the job of handling
reservation (e.g. you have reserved, a reservation under the name), and some
phrases to ask information from the guest or to provide answers for the guests.
Second, a waiter commonly uses words or phrases related to food and
serving. For example the expression of do you want your food/drinks…, Words
like spicy, hot, cold, and order are used when a waiter is taking an order that
mostly done through telephone conversation. Furthermore, some other

70
expressions are also used if the conversation happened directly. Phrases like may I
take your coupon?, this way, sir/mam, … made by …, and wait a minute are used
regularly while a waiter is serving the guest directly.
Last, in doing his/her task, a housekeeper generally uses the expressions
like excuse me, room service sir, mam, would you like your room to be cleaned?,
what service would you like to have for your room, mam?, and would you like to
have another service?. Other phrases that frequently used are your food is ready
and bill.
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CHAPTER V
CONCLUSION AND SUGGESTION
This chapter presents the conclusion and suggestion based on finding and
discussion of the data analysis.
A. Conclusion
Based on the data analysis of the research, it can be concluded that:
1) English skill is required for people who want to be hotel staff included the
receptionist, waitress, and housekeeper.
2) The skills are performed both in face to face conversation or telephone
conversation.
3) A receptionist is required to use English in 5 tasks namely: (1) Handling
reservations; (2) Checking in; (3) Checking out; (4) Providing information;
and (5) Dealing with complaint.
4) A waitress is required to perform English skills in 3 tasks which cover (1)
Taking a telephone order; (2) Welcoming and guiding restaurant guests; and
(3) Providing guests’ needs.
5) A housekeeper performs the least number of English skills which cover: (1)
Offering housekeeping and room service; and (2) Delivering guests’ orders.
6) Based on 9 communicative skills by Hargie (2006), only 5 communicative
skills that appeared, namely (1) Question, (2) Reflecting, (3) Explaining, (4)
Listening, and (5) Persuasion.
7) The sentence structures of English which is used by a receptionist, a waitress,
and a housekeeper are dominantly questioning and offering, with the most
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frequent tenses to appear are modal verbs, simple present and simple future
tense the present perfect tense.
8) The vocabularies used by each hotel staff are generally different.
B. Suggestion
Based on the result of the data analysis and conclusion, the writer proposes
some suggestions as follows:
1) It is suggested that government, school, and teachers provide the suitable
materials that meet the students’ needs who are taking hospitality major.
2) It is suggested that the materials are provided based on the target situation
needs so the students can perform effectively.

73
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APPENDIX A
Transcript of Interview
76
TRANSCRIPT OF INTERVIEW 1 WITH THE RECEPTIONIST

OF GRAND ORRI HOTEL
Respondent : Receptionist
(1) IN : Makasih sebelumnya ya kak udah mau awak wawancara lagi.

(2) S : Iya.
(3) IN : Emm… maaf kak bisa dikasih tau lagi nggak kakak udah kerja
disini berapa lama?
(4) S : Udah hampir dua tahun.
(5) IN : Oh, udah hampir dua tahun. Di bagian apanya ya kak kalau boleh
tau?
(6) S : Saya dibagian resepsionis.
(7) IN : Emm… kalau sebagai resepsionis gitu, kira-kira kakak ada
mempergunakan Bahasa inggris juga nggak kak?
(8) S : Iya ada… kalau ada tamu bule pasti lah kita pakai bahasa inggris.
(9) IN : Oh gitu ya kak. Itu biasanya kakak gunakan secara face to face
atau lewat telepon kak?
(10) S : Dua-duanya bisa.
(11) IN : Itu… kalau yang face to face itu, biasanya dipakai saat apa aja ya
kak?
(12) S : Kalau face to face… ya seringnya kalau tamu mau reservasi
langsung check in dan check out ya.
(13) IN : Oh, itu.
(14) S : Iya.
(15) IN : Emm… selain itu ada lagi nggak kak bahasa inggris dipakai
dalam kerjaan kakak?
(16) S : Ada, kalau si tamu ada mau tanya sama kita itu biasanya kita
jawab pakai bahasa inggris juga kan.
(17) IN : Oh, jadi untuk tanya-tanya juga. Emm… kak, tadi yang untuk
reservasi, check in dan check out boleh dicontohin nggak kak?
(18) S : Dicontohin?
(19) IN : Iya, tapi ini yang tadi awak—
(20) S : Oh, ok. Saya yang peragain?
(21) IN : Iya. Dari awalnya ya kak. Itu… itu awalnya biasanya gimana ya
kak?
(22) S : Awalnya… ya, biasanya dia datang dulu kan ke kita. Kalau kita
yang nampak dia dulu, kita sapa lah dia good morning, good
afternoon, good evening. Tapi kalo dilihatnya kita agak sibuk dia
lah dulu. Biasanya dia bilang excuse me. Kalau udah kayak gitu.
Kita tanya May I help you? Trus dia bilang, I will check in
here but… I’m not yet for reservation. Baru kita tanya, what is the
exact day of your staying, sir atau mam? Dia jawab misalnya
emm… On February 17… lah misalnya. Kita tanya lagi untuk
berapa lama, how long will you be staying, mam? Two nights
77
katanya. Terus kita pastikan berapa orang yang mau nginap.

Terus…
(23) IN : Itu… itu nanya berapa orangnya bisa dicontohin juga nggak kak?
(24) S : Ya, kita bilang aja, how many people will be in your room, mam,
sir? Two people. Ya udah terus… terus kita tawarin room yang kita
punya. Ok, we have many types of room for you, sir, such as
standard, double, and superior. Setelah itu pasti dia tanya
harganya. Kalau untuk itu kita kan udah ada daftarnya. Tinggal kita
kasih lihat ke dia. Biasa mereka Cuma ambil standard room itu
kalau Cuma sebentar.
(25) IN : Oh, gitu.
(26) S : Terus kalau udah nanya harga mereka juga mau tanya-tanya
fasilitas. How about facilities that we have? Kita jelasin lah. Kalau
untuk standard room paling kita punya tv sama air hangat aja kan.
You will have television and warm water for your room, sir. Terus
biasanya kita juga bisa tawarin dia mau room breakfast atau nggak.
Seringnya mereka mau, karena kan masih pagi jadi mungkin malas
orang itu keluar cari makan.
(27) IN : Itu… nawarin room breakfastnya bisa dicontohin nggak kak?
(28) S : Emm… oke. Jadi pertamanya kita bilang… do you want to have
room breakfast, sir, mam? You’ll be charged fifty thousand for
that. Yes, please katanya. Ya udah kita catat lah reservasi dia
sekalian namanya.
(29) IN : Nah itu gimana itu kak?
(30) S : Setelah kita catat, kita tanya, may I have your name, sir?
Dikasihnya lah kan. Setelah itu baru biasanya kita ulang pesanan
dia.
(31) IN : Kak, itu biasanya kan nama mereka susah-susah, kakak pernah
ada masalah nggak nulis nama mereka?
(32) S : Oh kalau namanya agak susah kita minta dia eja namanya atau
tulis langsung di kertas.
(33) IN : Bisa… dicontohin nggak kak?
(34) S : Misalnya namanya susah, kita bilang lah, could you please spell
your name, sir? Atau could you please write your name here sir?
Udah gitu paling dibuatnya aja.
(35) IN : Oh, gitu ya kak.
(36) S : Iya.
(37) IN : Kalau habis itu… ada lagi nggak kak yang biasanya dibilang?
(38) S : Tadi kan biasanya kita ada pengulangan. Jadi kita ulang lah
reservasi dia. Emm… tadi tanggal 17 ya misalnya? Jadi… ok sir,
you’ll be staying here for two nights on 17 February. You take
standard room for two people with room breakfast. Yes,
dibilangnya. Kita tanya lagi ada lagi yang bisa kita bantu. Emm…
is there anything you need, sir? Kalau nggak ada dibilangnya no,
thank you. Kalau udah gitu, dia udah mau pergi itu tandanya. Kita
bilang aja, alright sir, thank you, atau see you later.
(40) S : Iya.
78
(41) IN : Emm, kak… itu kan untuk reservasi langsung. Kalau yang buat
dari telpon ada nggak kak?
(42) S : Reservasi dari telpon… jarang sih bule dari telpon. Biasanya
mereka datang langsung ke sini karena kan sekalian jalan-jalan
mereka. Kalau yang dari telepon biasanya orang kita seringnya.
(43) IN : Oh, gitu… oh, yaudah kak. Kak, itu tadi kan yang mau reservasi.
Kalau pas mereka udah buat reservasi terus mau check in nih bisa
dicontohin nggak kak?
(44) S : Pas check in?
(45) IN : Iya.
(46) S : Boleh. Itu kan nanti mereka datang. Itu tadi, kalau kita yang lihat
mereka duluan, kita lah yang sapa. Good morning, good afternoon,
good evening, kalau mereka, mereka paling bilang excuse me.
Setelah itu dia bilang, I have a reservation under the name… John,
John aja lah kita bilang. Setelah kita check, kita ulang lagi
reservasi dia. Alright sir, you have reserved a standard room for
two night with a room breakfast. Is it correct, sir? Yes, it’s correct.
Nah sebelum kita kasih kuncinya, kita arahkan dulu dia ke
kamarnya. Emm… let me take you to your room, sir. Habis itu kita
bawa dia lihat-lihat kamarnya. Kalau ada yang nggak suka dia
paling dia bilang langsung. Tapi kalo nggak, dia paling Cuma
bilang ok. Thank you. Udah gitu, yaudah kita kasih kuncinya.
(47) IN : Itu… pas kasih kuncinya kakak ada bilang apa gitu kak Bahasa
inggrisnya?
(48) S : kita bilang aja, this is your key, sir. Habis itu kita pergi
bilang excuse me aja.
(49) IN : Oh, gitu…
(50) S : Iya.
(51) IN : Setelah itu habis check in biasanya ada bilang yang lain nggak
kak?
(52) S : Kalau udah ngantar tamu ke room biasanya udah nggak ada lagi
sih.
(53) IN : Oh gitu. Itu… kalau yang pas check out-nya lah kak berarti
gimana?
(54) S : Kalau check out… lebih gampang sih kalau check out. Itu kan
check out dia yang datangi kita duluan. Excuse me, I’d like to
check out now. Nanti kan dia kasih kuncinya ke dia. Kita proses
lah billnya. Kalau udah ada bill kita bilang ke dia berapa total
keseluruhan billnya. Emm… excuse me sir, this is the total you
need to pay. Habis itu dibayarnya lah. Kalau mau tunai ya tunai,
kalau mau credit ya… credit card ya pakai.
(55) IN : Emm… pas itu, nggak ada ngomong apa-apa lagi gitu kak?
(56) S : Nggak ada sih. Kalau udah di bayarnya ya paling kita bilang
thank you sir, thank you mam, have a nice day.
(57) IN : Oh, gitu… kak, sejauh ini kan kakak bilang bahasa inggris
dipakai untuk reservasi langsung, check in, sama check out. Selain
itu… ada nggak bahasa inggris di pakai lagi?
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(58) S : Selain itu… kalau kadang tamu mau nanya-nanya ya pasti kita
pakai.
(59) IN : Itu… tanyanya tentang apa ya kak biasanya?
(60) S : Biasanya… kalau mereka baru pertama kali kesini mereka suka
tanya-tanya tempat kan. Tapi kalau mereka udah pernah, nggak ada
masalah sih.
(61) IN : Yang nanya tempat itu… bisa tolong dicontohin nggak kak?
(62) S : Misalnya dia mau pergi ke pasar buah. Dia tanya ke kita, excuse
me, how can I get to the fruit market? Kita jawab lah, you must
take the right turn from the main road. It will be on your
right.Terus mungkin ditanyanya, aku bisa jalan nggak kesana, can
I go by foot? Kalau bisa ya kita bilang yes, you can. Terus… terus
biasanya mungkin dia tanya berapa lama itu, how long will it take?
Kalau nggak ditanyanya pun kita kasih tahu aja juga lah berapa
jauh kira-kira, misalnya it takes about 10 minutes by foot to go to
the fruit market.
(63) IN : Oh, gitu…
(64) S : Kalau… kalau tamunya mau banyak ngomong dia kadang juga
mau nanya disana aku bisa ngepain aja ya, what can I do there?
What is fun to do there? Kalau gitu paling kita jelasin aja emm…
you can buy fresh fruit in there. You can ride horse to Gundaling
hill. Gitu…
(65) IN : Oh gitu…
(66) S : Kalau udah jelas dia nanya ya paling dia bilang thank you, thank
you for your help. Kita jawab aja you’re welcome sir… mam.
Udah, jadi lah itu.
(68) S : Iya.
(69) IN : Selain itu, ada lagi nggak kak bahasa inggris di pakai?
(70) S : Emm… kalau ada komplain, tapi… itu jarang sih.
(71) IN : Itu… komplainnya bisanya tentang apa itu kak?
(72) S : Ya mungkin ada yang nggak sesuai sama maunya dia. Misalnya,
tv ku kok buram ya, emm… why my TV isn’t really good?, why the
water isn’t warm? kalau ada keluhan kayak gitu harus cepat kita
tangani lah. Jangan sampai tamu jadi review jelek sama hotel kita
kan. Kalau udah dikomplain ya pasti kita minta maaf, emm… ok
sir, we will check it for you, kita bilang, kan. Atau sorry for this
inconvenience, sir, mam. Tapi habis itu harus langsung kita
perbaiki lah.
(73) IN : Sejauh ini sering ada komplain nggak kak?
(74) S : Nggak lah, dan jangan sampe kan. Kan nanti tamunya jadi malas
kalau mau balik lagi. Jadi mudah-mudahan nggak ada lagi sampe
saat ini.
(75) IN : Oh, iya iya kak. Emm… kak… ada lagi nggak bahasa inggris
dipakai selain dari itu?
(76) S : Emm… itu aja sih kayaknya.
(77) IN : Oh gitu, emm… berarti awak udahan dulu lah ya kak
interviewnya.
80
(78) S : Oke…
(79) IN : Makasih banyak ya kak buat waktunya. Maaf ngerepotin.
(80) S : Nggak kok…
81
TRANSCRIPT OF INTERVIEW 2 WITH THE WAITRESS

OF GRAND ORRI HOTEL
Respondent : Waitress
(1) IN : Kak, maaf ya sebelumnya awak ganggu lagi.

(2) S : Iya kak.
(3) IN : Kakak di bagian apanya kak kalau boleh tahu?
(4) S : Di bagian restoran kak, waitress.
(5) IN : Oh, waitress. Di pekerjaan kakak, bahasa inggris ada dipakai
nggak ya kak?
(6) S : Ada.
(7) IN : Biasanya pakainya pas kapan aja ya kak?
(8) S : Pas melayani tamu.
(9) IN : Itu biasanya kakak melayaninya secara langsung face to face atau
lewat telpon kak?
(10) S : Face to face bisa, telpon bisa.
(11) IN : Oh… tadi kakak bilang kan untuk melayani tamu, itu… biasanya
melayani gimana kak?
(12) S : Melayani kalau dia mau pesan makan kan yang pasti.
(13) IN : Itu… pas mau pesan makan bisa tolong kasih contohnya nggak
kak?
(14) S : Oke…
(15) IN : Biasanya… itu biasanya awalnya gimana kak?
(16) S : Kan mereka kalau nginap jarang makan langsung di restoran. Jadi
seringnya kan pesan dari kamar. Kalau dia nelpon kita ya kita sapa
dia dulu Grand Orri Hotel, may I help you? Terus dibilangnya lah
dia mau order apa. Misalnya… I’d like to have two fried noodles
misalnya. Ok, two fried noodles. Habis itu kita tanya dia mau
makanannya kayak mana, do you want your food to be spicy or
not,
mam? Misalnya dijawabnya, I want spicy noodles please. Kita
catat two spicy fried noodles. Kalau udah gitu paling kita tanya lah
ada lagi nggak yang mau dia pesan, minumannya, atau apa.
Misalnya kita bilang do you want to have any drinks mam? Kalau
mau dia paling dijawabnya yes, please atau no, thank you kalau
nggak. Kalau dia mau, misalnya dia mau teh atau kopi, dia bilang
lah ke kita. I’d like to have two coffee or tea. Baru kita tanya dia
maunya yang dingin atau yang panas. Emm… do you want a hot
or
a cold one, mam? The hot one please. Udah gitu kita catat lah
pesanannya. Kalau kira-kira dia nggak ada mau pesan lagi, paling
kita inisiatif nanya. Do you need anything else, mam? Kalau ada
disebutnya lah, tapi kalo nggak biasanya dia Cuma bilang, no,
that’s enough. Thank you. Kalau pesanan dia udah dicatat semua…
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habis itu tinggal kita suruh dia tunggu nanti baru kita antar ke
kamarnya.
(17) IN : Itu nyuruh nunggunya bisa dikasih contoh juga nggak kak?
(18) S : Ya paling… Ok, mam, sir. We will bring your order to your room
soon. May I take your room number, mam, sir? Misalnya VB. 01
katanya, kalau nggak ada lagi ya kita bilang thank you, please wait
for a minute.
(19) IN : Oh… gitu ya kak.
(20) S : Iya…
(21) IN : Emm… itu berarti lewat telepon ya kak?
(22) S : Iya, itu yang lewat telepon. Karena itu lah, kalau bule udah
nginap disini jarang ada yang mau makan di restoran. Mereka
seringnya di kamar terus. Pas sarapan itu lah baru kadang mau
keluar. Itu pun jarang.
(23) IN : Kalau pas sarapan itu bisa kakak kasih contoh nggak kak
penggunaan Bahasa inggrisnya?
(24) S : Emm… ok. Jadi kan kalau itu mereka datang kesini. Kita nampak
dia, kita sapa lah. Good morning sir, may I help you? Dia jawab
misalnya, yes, I want to have my breakfast here. Nah kalau untuk
sarapan biasanya kan kita udah dikasih charge langsung sama hotel
di bill mereka, dan itu kita kasih kupon sama tamunya. Jadi kalau
tamu datang harus kita minta kuponnya. Misalnya, may I take your
coupon mam, sir? Dikasihnya lah kan. habis itu kita tunjukin lah
dia tempat ambil makanannya. This way sir, mam… sambil kita
bilang gitu lah.
(25) IN : Oh gitu… habis itu gimana itu kak?
(26) S : Habis itu ya mereka ambil lah makanan terserah mereka. Mau
ambil nasi, ya nasi. Kalau mau roti pun kita sediakan.
(27) IN : Kalau gitu… itu biasanya ada lagi nggak kak bahasa inggris di
(28) S : Paling ya itu kalau mereka mau ada komplain. Misalnya kalau
(29) IN : Nanyanya kayak apa itu kak?
(30) S : Ya, misalnya… do you have anything else? Kalau udah
ditanyanya kayak gitu, kita tawarin lah menu lain. Kita tunjukin
aja menu kita. Emm… this is our menu, sir, mam. Is there anything
you want to have? Nah disini kan kadang dia nggak tahu itu
makanannya kayak apa. Kan kita banyaknya makanan sini, yang
dia ngeh paling Cuma steik kan. jadi dia kadang mau nanya-nanya
menunya.
(31) IN : Itu nanyanya bisa dicontohin juga nggak kak?
(32) S : Misalnya dia nanya what is kwetiau? Kita jelasin sama dia
Kwetiau is noodle made by rice flour. You can eat it with or
without soup.
(33) IN : Oh… jadi gitu ya kak.
(34) S : Iya. Tapi… kita jarang sih di komplain soal menu. Karena kan
kita sediakan roti juga kalau pagi, kalau ada roti ya paling bule itu
83
seringnya makan roti daripada nasi. Pas kebetulan rotinya habis lah
dia tanya ke kita.
(35) IN : Nah kalau itu gimana itu kak?
(36) S : Tanyanya?
(37) IN : Iya.
(38) S : Ya… Cuma… misalnya dia lihat roti atau selainya habis tuh,
paling dia datangi atau panggil kita, excuse me… may I have some
more bread? May I have some jam? Yes, sure kita bilang wait a
minute. Tinggal kita ambil aja apa yang dia minta.
(39) IN : Oh gitu.
(40) S : Iya.
(41) IN : Selain itu… kalau kakak udah siap melayani dia, ada lagi nggak
kak bahasa inggris dipakai?
(42) S : Ng… kalau udah siap melayani paling dia pergi kan. Kalau pas
papasan atau ketemu lagi lah kita sapa. Thank you for coming sir,
mam. Have a nice day. Gitu aja sih…
(44) S : Hmm…
(45) IN : Kak, kalau sejauh ini, kakak sendiri pernah ada kendala nggak
dalam melayani mereka?
(46) S : Nggak ada sih sejauh ini. Yang penting kita tahu maksud dia apa
dan kita bisa jawab pertanyaan dia. Itu aja.
(47) IN : Oh, gitu… selain untuk yang pesan makanan, kira-kira ada lagi
nggak kak bahasa inggris dipakainya?
(48) S : Seringnya itu aja sih. Emm… pas… pas pembayaran lah paling.
Tapi biasanya mereka kalau nggak bawa cash ya pakai kartu kredit
atau visa.
(49) IN : Itu, bisa dikasih contohnya nggak kak?
(50) S : Oh, kalau pembayaran kan masuk semua ke bill. Jadi itu biasanya
langsung ke resepsionis.
(51) IN : Oh, gitu… kak sejauh ini pertanyaan awak udah terjawab nih.
Makasih ya kak… udah mau diwawancara lagi.
(52) S : Iya, sama-sama.
84
TRANSCRIPT OF INTERVIEW 3 WITH THE HOUSEKEEPER

OF GRAND ORRI HOTEL
Respondent : Housekeeper
(1) IN : Maaf ya kak udah ngerepotin. Makasih udah bersedia di

wawancara lagi.
(2) S : Iya kak, nggak apa-apa.
(3) IN : Kakak... di hotel di bagian apa ya kak?
(4) S : Saya, di bagian housekeeping.
(5) IN : Housekeeping itu… ngepain aja ya kak?
(6) S : Housekeeping itu… tugasnya untuk menyiapkan kamar. Jadi
sebelum tamu check in dan sesudah tamu check out, kita yang
mastikan apakah kamar udah siap atau belum. Bisa juga kalau
tamu itu ada perlu sesuatu, kita tanya, kita kasih.
(7) IN : Oh gitu… dalam pekerjaan, kakak ada pernah menggunakan
bahasa inggris nggak kak?
(8) S : Kalau bahasa inggris dipakai pas melayani tamu bule aja.
(9) IN : Itu… melayaninya gimana tuh kak?
(10) S : Ya… misalnya kalau dia nginap lama kan pasti kita ada check ke
kamar dia, dia butuh sesuatu atau nggak.
(11) IN : Bisa tolong dicontohin nggak kak misalnya pas kakak melayani
tamunya itu?
(12) S : Misalnya kan kita datang ke roomnya. Kita ketuk pintunya,
excuse me, room service sir, mam. Kalau dia di tempat dia bukakan
untuk kita. Kita tanya lagi kan… excuse me, mam, sir, would you
like your room to be cleaned? Kalau di bilangnya yes, please. Kita
bersihkan lah roomnya tapi kalau dia belum mau, no thank you
katanya, ya udah kita permisi aja ok sir, excuse me… hope you
enjoy your stay here… have a nice day.
(13) IN : Oh, gitu… selain mau bersihkan kamar, ada yang lain gitu nggak
kak waktu kakak pakai bahasa inggris?
(14) S : Pas kita ke kamarnya itu juga kan. Kadang kan tamu ada butuh
sesuatu lagi, kita tanya lah ke dia atau dia tanya kita.
(15) IN : Oh… bisa tolong dicontohin kak?
(16) S : Contohnya misalnya emm… tadi kan, excuse me, sir, mam, would
you like your room to be cleaned? Yes, please. Kita tanya lagi what
service would you like to have for your room, mam? Tadi misalnya
bersihkan kamar mandi kan. ya… I want my bathroom to be
cleaned. Kalau udah tau kita apa yang mau kita kerjain, kita jawab
lah sure mam, ok mam, baru kita kerjakan. Pas… pas… udah
selesai kita datangi dia kan. excuse me mam, your bathroom has
been cleaned now. Biasanya itu di ceknya dulu kerjaan kita. Kalau
udah oke rasanya paling di bilang ok, thank you. Great. Thank you.
85
(18) S : Iya. Setelah itu harus kita tanya lagi lah dia ada perlu apa lagi
sebelum kita pergi. Misalnya… is the room ok for you sir? Would
you like to have another service? Kalau nggak ada ya paling dia
Cuma kayak it’s fine thank you. No, thank you. Gitu aja. Kalau dia
bilang kayak gitu ya kita permisi aja. Ok sir, excuse me.
(19) IN : Oh gitu… itu kak selain bersihkan kamar biasanya ada lagi nggak
kak yang dimintanya?
(20) S : Ada lah pasti kan. Apalagi nginapnya lumayan lama. Itu
seringnya dia minta tambah air minum atau sabun atau sampo, atau
minta handuknya diganti juga. Macam-macam lah.
(21) IN : Nah itu… bisa tolong dicontohin ngga kak?
(22) S : Misalnya kan kita tanya sama dia. Is there anything you would
like to have, mam? Terus misalnya dia mau tambahan air, yes…
may I have another water please? Of course, mam. Here you go.
Kita kasihkan aquanya ke dia baru kita tanya lagi. Do you need
anything else mam? kalau ada paling dimintanya lagi. Tadi kan…
misalnya tadi… can I have extra towel, please? Kita kasihkan apa
yang dia minta. Sure, you can mam. Terus kita izin lah ambil
handuk lama dia, can I collect the towel for you mam? Itu paling
dia Cuma bilang yes, yes, sure. Ya udah lah kita ambil.
(23) IN : Hmm… gitu.
(24) S : Iya.
(25) IN : Emm… selain itu kira-kira ada lagi nggak kak penggunaan
(26) S : Paling… paling kalau lagi ramai kadang kita kan harus bantu
minta makan di kamar.
(27) IN : Itu gimana tuh kak?
(28) S : Kalau gitu nggak gimana-gimana sih. Paling ya kita datang, kita
ketuk kamarnya. Excuse me, housekeeping. Your food is ready, sir,
mam. Paling itu aja sih. Nanti kan dibukanya pintu untuk kita.
Setelah itu kita tunjukin billnya, this is your bill, sir. Kalau dia mau
langsung bayar ya dibayarnya kalau mau masuk tagihan paling dia
kasih tau just put it in my bill. Terus… kalau udah gitu ya kita
permisi aja. Alright, excuse me mam, sir.
(30) S : Hmm…
(31) IN : Ada lagi ngga kak selain itu… pas bahasa inggris digunakan?
(32) S : Ng… gitu-gitu aja sih.
(33) IN : Kalau… kalau untuk kendalanya kira-kira ada nggak ya kak?
Entah komplain gitu…
(34) S : Kalau komplain… sejauh ini nggak ada ya. Tamu bule kan
memang kalau nginap jarang minta yang macem-macem. Jarang
rewel lah.
(35) IN : Oh, iya. Emm… kalau udah nggak ada lagi, makasih ya kak udah
mau di wawancara lagi.
(36) S : Iya, sama-sama kak.
(37) IN : Sekali lagi makasih banyak ya kak.
86
(38) S : Iya…
87
APPENDIX B
Tabulation of Data
Tabulation of Data
Receptionist Waitress Housekeeper

Experience and position 1. IN: Emm… maaf kak bisa 1. IN : Kakak di bagian 1. IN : Kakak... di hotel di
dikasih tau lagi nggak kakak apanya kak kalau boleh bagian apa ya kak?
udah kerja disini berapa lam? tahu?
S : Saya, di bagian
S : Udah hampir dua tahun. S : Di bagian restoran kak, housekeeping.
waitress.
IN: Oh, udah hampir dua IN : Housekeeping itu…
tahun. Di bagian apanya ya ngepain aja ya kak?
kak kalau boleh tau? (Page 73, line 3)
S : Housekeeping itu…
S: Saya dibagian tugasnya untuk menyiapkan
resepsionis. kamar. Jadi sebelum tamu
check in dan sesudah tamu
(Page , line 3) check out, kita yang
mastikan apakah kamar udah
siap atau belum. Bisa juga
kalau tamu itu ada perlu
sesuatu, kita tanya, kita
kasih.
(Page 76, line 3)
English requirement of the 1. IN: Emm… kalau sebagai 1. IN : Oh, waitress. Di 1. IN : Oh gitu… dalam
working place resepsionis gitu, kira-kira pekerjaan kakak, bahasa pekerjaan, kakak ada pernah
88
kakak ada mempergunakan inggris ada dipakai nggak ya menggunakan bahasa inggris
bahasa inggris juga nggak kak? nggak kak?
kak?
S : Ada. S : Kalau bahasa inggris
S: Iya ada… kalau ada tamu dipakai pas melayani tamu
bule pasti lah kita pakai IN : Biasanya pakainya pas bule aja.
bahasa inggris. kapan aja ya kak?
IN : Itu… melayaninya
IN: Oh gitu ya kak. Itu S : Pas melayani tamu. gimana tuh kak?
biasanya kakak gunakan
secara face to face atau lewat IN : Itu biasanya kakak S : Ya… misalnya kalau dia
telepon kak? melayaninya secara nginap lama kan pasti kita
langsung face to face atau ada check ke kamar dia, dia
S: Dua-duanya bisa. lewat telpon kak? butuh sesuatu atau nggak.
IN: Itu… kalau yang face to S : Face to face bisa, (Page 76, line 7)
face itu, biasanya dipakai saat telpon bisa.
apa aja ya kak?
IN : Oh… tadi kakak bilang
S: Kalau face to face… ya kan untuk melayani tamu,
seringnya kalau tamu mau itu… biasanya melayani
reservasi langsung, check in gimana kak?
dan check out ya.
S : Melayani kalau dia
(Page 68, line 7) mau pesan makan kan yang
pasti.
89
2. IN: Emm… selain itu ada lagi (Page 73, line 5)
nggak kak bahasa inggris
dipakai dalam kerjaan kakak?
S: Ada, kalau si tamu ada mau

tanya sama kita itu biasanya
kita jawab pakai bahasa
inggris juga kan.
(Page 68, line 15)

Communicative skills in [Handling reservation] [Taking a telephone order] [Offering room service]
working place. 1. IN: Oh, jadi untuk tanya- 1. IN : Itu… pas mau pesan 1. IN : Bisa tolong dicontohin
tanya juga. Emm… kak, tadi makan bisa tolong kasih nggak kak misalnya pas
yang untuk reservasi, check in contohnya nggak kak? kakak melayani tamunya itu?
dan check out boleh
dicontohin nggak kak? S : Oke… S : Misalnya kan kita
datang ke roomnya. Kita
S: Dicontohin? IN : Biasanya… itu ketuk pintunya, excuse me,
biasanya awalnya gimana room service sir, mam. Kalau
IN: Iya, tapi ini yang tadi kak? dia di tempat dia bukakan
awak— untuk kita. Kita tanya lagi
S : Kan mereka kalau kan… excuse me, mam, sir,
S: Oh, ok. Saya yang nginap jarang makan would you like your room to
peragain? langsung di restoran. Jadi be cleaned? Kalau di
seringnya kan pesan bilangnya yes, please. Kita
IN: Iya. Dari awalnya ya kak. dari kamar. Kalau dia bersihkan lah roomnya tapi
Itu… itu awalnya biasanya nelpon kita ya kita sapa dia kalau dia belum mau, no
gimana ya kak? dulu Grand Orri Hotel, may thank you katanya, ya udah
90
S: Awalnya… ya, biasanya I help you? Terus kita permisi aja ok sir, excuse
dia datang dulu kan ke kita. dibilangnya lah dia mau me… hope you enjoy your
Kalau kita yang nampak dia order apa. Misalnya… I’d stay here… have a nice day.
dulu, kita sapa lah dia good like to have two fried
morning, good afternoon, noodles misalnya. Ok, two
good evening. Tapi kalo fried noodles. Habis itu kita (Page 76, line 11)
dilihatnya kita agak sibuk dia tanya dia mau makanannya
lah dulu. Biasanya dia bilang kayak mana, do you want
excuse me. Kalau udah kayak your food to be spicy or not,
gitu. Kita tanya May I help mam? Misalnya
you? Trus dia bilang, I will dijawabnya, I want spicy 2. IN : Oh, gitu… selain mau
check in here but… I’m not noodles please. Kita catat bersihkan kamar, ada yang
yet for reservation. Baru kita two spicy fried noodles. lain gitu nggak kak waktu
tanya, what is the exact day of Kalau udah gitu paling kita kakak pakai bahasa inggris?
your staying, sir atau mam? tanya lah ada lagi nggak
Dia jawab misalnya emm… yang mau dia pesan, S : Pas kita ke kamarnya itu
On February 17… lah minumannya, atau apa. juga kan. Kadang kan tamu
misalnya. Kita tanya lagi Misalnya kita bilang do you ada butuh sesuatu lagi, kita
untuk berapa lama, how long want to have any drinks tanya lah ke dia atau dia
will you be staying, mam? mam? Kalau mau dia paling tanya kita.
Two nights katanya. Terus dijawabnya yes, please atau
kita pastikan berapa orang no, thank you kalau nggak. IN : Oh… bisa tolong
yang mau nginap. Terus… Kalau dia mau, misalnya dia dicontohin kak?
mau teh atau kopi, dia
(Page 68, line 17) S : Contohnya misalnya
bilang lah ke kita. I’d like to
emm… tadi kan, excuse me,
have two coffee or tea. Baru
sir, mam, would you like
kita tanya dia maunya yang
your room to be cleaned?
dingin atau yang panas.
Yes, please. Kita tanya lagi
91
2. IN: Itu… itu nanya berapa Emm… do you want a hot what service would you like
orangnya bisa dicontohin juga or a cold one, mam? The to have for your room, mam?
nggak kak? hot one please. Udah gitu Tadi misalnya bersihkan
S: Ya, kita bilang aja, how kita catat lah pesanannya. kamar mandi kan. ya… I
many people will be in your Kalau kira-kira dia nggak want my bathroom to be
room, mam, sir? Two people. ada mau pesan lagi, paling cleaned. Kalau udah tau kita
Ya udah terus… terus kita kita inisiatif nanya. Do you apa yang mau kita kerjain,
tawarin room yang kita need anything else, mam? kita jawab lah sure mam, ok
punya. Ok, we have many Kalau ada disebutnya lah, mam, baru kita kerjakan.
types of room for you, sir, tapi kalo nggak biasanya dia Pas… pas… udah selesai kita
such as standard, double, and Cuma bilang, no, that’s datangi dia kan. excuse me
superior. Setelah itu pasti dia enough. Thank you. Kalau mam, your bathroom has
tanya harganya. Kalau untuk pesanan dia udah dicatat been cleaned now. Biasanya
itu kita kan udah ada semua… habis itu tinggal itu di ceknya dulu kerjaan
daftarnya. Tinggal kita kasih kita suruh dia tunggu nanti kita. Kalau udah oke rasanya
lihat ke dia. Biasa mereka baru kita antar ke kamarnya. paling di bilang ok, thank
Cuma ambil standard room you. Great. Thank you.
itu kalau Cuma sebentar.
(Page 73, line 12) IN : Oh gitu…
IN : Oh, gitu.
S : Terus kalau udah nanya S : Iya. Setelah itu harus
harga mereka juga mau tanya- kita tanya lagi lah dia ada
tanya fasilitas. How about perlu apa lagi sebelum kita
facilities that we have? Kita 2. IN : Itu nyuruh nunggunya pergi. Misalnya… is the
jelasin lah. Kalau untuk bisa dikasih contoh juga room ok for you sir? Would
standard room paling kita nggak kak? you like to have another
punya tv sama air hangat aja service? Kalau nggak ada ya
kan. You will have television S : Ya paling… Ok, mam, paling dia Cuma kayak it’s
92
and warm water for your sir. We will bring your order fine thank you. No, thank
room, sir. Terus biasanya kita to your room soon. May I you. Gitu aja. Kalau dia
juga bisa tawarin dia mau take your room number, bilang kayak gitu ya kita
room breakfast atau nggak. mam, sir? Misalnya VB. 01 permisi aja. Ok sir, excuse
Seringnya mereka mau, katanya, kalau nggak ada me.
karena kan masih pagi jadi lagi ya kita bilang thank
mungkin malas orang itu you, please wait for a (Page 76, line 13)
keluar cari makan. minute.
(Page 73, line 16)

(Page 69, line 23)
[Providing the guests’ needs]
[Welcoming and guiding the
3. IN : Oh gitu… itu kak selain
restaurant guest]
bersihkan kamar biasanya
3. IN : Itu… nawarin room 3. IN : Emm… itu berarti ada lagi nggak kak yang
lewat telepon ya kak? dimintanya?
breakfastnya bisa dicontohin
nggak kak? S : Iya, itu yang lewat S : Ada lah pasti kan.
telepon. Karena itu lah, Apalagi nginapnya lumayan
S : Emm… oke. Jadi
kalau bule udah nginap lama. Itu seringnya dia minta
pertamanya kita bilang… do
disini jarang ada yang mau tambah air minum atau sabun
you want to have room
makan di restoran. Mereka atau sampo, atau minta
breakfast, sir, mam? You’ll be
seringnya di kamar terus. handuknya diganti juga.
charged fifty thousand for
Pas sarapan itu lah baru Macam-macam lah.
that. Yes, please katanya. Ya
kadang mau keluar. Itu pun
udah kita catat lah reservasi
jarang. IN : Nah itu… bisa tolong
dia sekalian namanya.
dicontohin ngga kak?
IN : Kalau pas sarapan itu
93
(Page 69, line 27) bisa kakak kasih contoh S : Misalnya kan kita tanya
nggak kak penggunaan sama dia. Is there anything
bahasa inggrisnya? you would like to have,
mam? Terus misalnya dia
S : Emm… ok. Jadi kan mau tambahan air, yes… may
4. IN : Nah itu gimana kak? kalau itu mereka datang I have another water please?
kesini. Kita nampak dia, kita Of course, mam. Here you
S : Setelah kita catat, kita sapa lah. Good morning sir, go. Kita kasihkan aquanya ke
tanya, may I have your name, may I help you? Dia jawab dia baru kita tanya lagi. Do
sir? Dikasihnya lah kan. misalnya, yes, I want to you need anything else
Setelah itu baru biasanya kita have my breakfast here. Nah mam? kalau ada paling
ulang pesanan dia. kalau untuk sarapan dimintanya lagi. Tadi kan…
biasanya kan kita udah misalnya tadi… can I have
IN : Kak, itu biasanya kan dikasih charge langsung extra towel, please? Kita
nama mereka susah-susah, sama hotel di bill mereka, kasihkan apa yang dia minta.
kakak pernah ada masalah dan itu kita kasih kupon Sure, you can mam. Terus
nggak nulis nama mereka? sama tamunya. Jadi kalau kita izin lah ambil handuk
tamu datang harus kita lama dia, can I collect the
S : Oh kalau namanya agak
minta kuponnya. Misalnya, towel for you mam? Itu
susah kita minta dia eja
may I take your coupon paling dia Cuma bilang yes,
namanya atau tulis langsung
mam, sir? Dikasihnya lah yes, sure. Ya udah lah kita
di kertas.
kan. habis itu kita tunjukin ambil.
IN : Bisa… dicontohin nggak lah dia tempat ambil
kak? makanannya. This way sir, (Page 77, line 19)
mam… sambil kita bilang
S : Misalnya namanya gitu lah.
susah, kita bilang lah, could
you please spell your name, (Page 74, line 20)
94
sir? Atau could you please [Delivering guests’ order]
write your name here sir? 4. IN : Emm… selain itu kira-
Udah gitu paling dibuatnya kira ada lagi nggak kak
aja. [Providing guests’ needs] penggunaan bahasa inggris
4. IN : Kalau gitu… itu dalam pekerjaan kak?
(Page 69, line 29)
biasanya ada lagi nggak kak S : Paling… paling kalau
bahasa inggris di pakai lagi lagi ramai kadang kita kan
sewaktu kakak melayani harus bantu ngantar apa-apa
mereka? ke kamar. Seringnya pas
5. IN : Kalau habis itu… ada S : Paling ya itu kalau makan itu kalau mereka
lagi nggak kak yang biasanya mereka mau ada komplain. minta makan di kamar.
dibilang? Misalnya kalau menunya
nggak sesuai sama mereka. IN : Itu gimana tuh kak?
S : Tadi kan biasanya kita
Kadang bule ini kan nggak
ada pengulangan. Jadi kita S : Kalau gitu nggak
biasanya makan nasi. Jadi
ulang lah reservasi dia. gimana-gimana sih. Paling
dia suka nanya yang lain.
Emm… tadi tanggal 17 ya ya kita datang, kita ketuk
misalnya? Jadi… ok sir, IN : Nanyanya kayak apa kamarnya. Excuse me,
you’ll be staying here for two itu kak? housekeeping. Your food is
nights on 17 February. You ready, sir, mam. Paling itu aja
take standard room for two S : Ya, misalnya… do you sih. Nanti kan dibukanya
people with room breakfast. have anything else? Kalau pintu untuk kita. Setelah itu
Yes, dibilangnya. Kita tanya udah ditanyanya kayak gitu, kita tunjukin billnya, this is
lagi ada lagi yang bisa kita kita tawarin lah menu lain. your bill, sir. Kalau dia mau
bantu. Emm… is there Kita tunjukin aja menu kita. langsung bayar ya
anything you need, sir? Kalau Emm… this is our menu, dibayarnya kalau mau masuk
nggak ada dibilangnya no, sir, mam. Is there anything tagihan paling dia kasih tau
thank you. Kalau udah gitu, just put it in my bill. Terus…
95
dia udah mau pergi itu you want to have? Nah kalau udah gitu ya kita
tandanya. Kita bilang aja, disini kan kadang dia nggak permisi aja. Alright, excuse
alright sir, thank you, atau see tahu itu makanannya kayak me mam, sir.
you later. apa. Kan kita banyaknya
makanan sini, yang dia ngeh (Page 77, line 25)
(Page 69, line 37) paling Cuma steik kan, jadi
dia kadang mau nanya-
nanya menunya.
[Checking in]
IN : Itu nanyanya bisa
6. IN : Oh, gitu… oh, yaudah dicontohin juga nggak kak?
kak. Kak, itu tadi kan yang
mau reservasi. Kalau pas S : Misalnya dia nanya
mereka udah buat reservasi what is kwetiau? Kita
terus mau check in nih bisa jelasin sama dia Kwetiau is
dicontohin nggak kak? noodle made by rice flour.
You can eat it with or
S : Pas check in? without soup.
IN : Iya. (Page 74, line 26)
S : Boleh. Itu kan nanti
mereka datang. Itu tadi, kalau
kita yang lihat mereka duluan,
kita lah yang sapa. Good 5. IN : Oh… jadi gitu ya kak.
morning, good afternoon,
good evening, kalau mereka, S : Iya. Tapi… kita jarang
mereka paling bilang excuse sih di komplain soal menu.
me. Setelah itu dia bilang, I Karena kan kita sediakan
96
have a reservation under the roti juga kalau pagi, kalau
name… John, John aja lah ada roti ya paling bule itu
kita bilang. Setelah kita seringnya makan roti
check, kita ulang lagi daripada nasi. Pas kebetulan
reservasi dia. Alright sir, you rotinya habis lah dia tanya
have reserved a standard ke kita.
room for two night with a
room breakfast. Is it correct, IN : Nah kalau itu gimana
sir? Yes, it’s correct. Nah itu kak?
sebelum kita kasih kuncinya,
kita arahkan dulu dia ke S : Tanyanya?
kamarnya. Emm… let me
take you to your room, sir. IN : Iya.
Habis itu kita bawa dia lihat-
S : Ya… Cuma…
lihat kamarnya. Kalau ada
misalnya dia lihat roti atau
yang nggak suka dia paling
selainya habis tuh, paling
dia bilang langsung. Tapi kalo
dia datangi atau panggil
nggak, dia paling Cuma
kita, excuse me… may I
bilang ok. Thank you. Udah
have some more bread?
gitu, yaudah kita kasih
May I have some jam? Yes,
kuncinya.
sure kita bilang wait a
IN : Itu… pas kasih kuncinya minute. Tinggal kita ambil
kakak ada bilang apa gitu kak aja apa yang dia minta.
Bahasa inggrisnya?
(Page 74, line 32)
S : kita bilang aja, this is
your key, sir. Habis itu kita
97
pergi bilang excuse me aja.
(Page 70, line 43) IN : Selain itu… kalau

kakak udah siap melayani
dia, ada lagi nggak kak
bahasa inggris dipakai?
[Checking out]
7. IN : Oh gitu. Itu… kalau S : Ng… kalau udah siap
yang pas check out-nya lah melayani paling dia pergi
kak berarti gimana kak? kan. Kalau pas papasan atau
ketemu lagi lah kita sapa.
S : Kalau check out… lebih Thank you for coming sir,
gampang sih kalau check out. mam. Have a nice day. Gitu
Itu kan aja sih…
check out dia yang

datangi kita duluan. Excuse (Page 75, line 40)
me, I’d like to
check out now. Nanti kan

dia kasih kuncinya ke dia.
Kita proses lah billnya. Kalau
udah ada bill kita bilang ke
dia berapa total keseluruhan
billnya. Emm… excuse me
sir, this is the total you need
to pay. Habis itu dibayarnya
lah. Kalau mau tunai ya tunai,
kalau mau credit ya… credit
98
card ya pakai.
IN : Emm… pas itu, nggak

ada ngomong apa-apa lagi
gitu kak?
S : Nggak ada sih. Kalau

udah di bayarnya ya paling
kita bilang thank you sir,
thank you mam, have a nice
day.
(Page 70, line 53)
[Providing Information]
8. IN : Oh, gitu… kak, sejauh
ini kan kakak bilang bahasa
inggris
9. dipakai untuk reservasi

langsung, check in, sama
check out. Selain itu… ada
nggak bahasa inggris di pakai
lagi?
S : Selain itu… kalau

kadang tamu mau nanya-
99
nanya ya pasti kita pakai.
IN : Itu… tanyanya tentang

apa ya kak biasanya?
S : Biasanya… kalau
mereka baru pertama kali
kesini mereka suka tanya-
tanya tempat kan. Tapi kalau
mereka udah pernah, nggak
ada masalah sih.
IN : Yang nanya tempat itu…

bisa tolong dicontohin nggak
kak?
S : Misalnya dia mau pergi

ke pasar buah. Dia tanya ke
kita, excuse me, how can I get
to the fruit market? Kita
jawab lah, you must take the
right turn from the main road.
It will be on your right.Terus
mungkin ditanyanya, aku bisa
jalan nggak kesana, can I go
by foot? Kalau bisa ya kita
bilang yes, you can. Terus…
terus biasanya mungkin dia
tanya berapa lama itu, how
100
long will it take? Kalau nggak
ditanyanya pun kita kasih
tahu aja juga lah berapa jauh
kira-kira, misalnya it takes
about 10 minutes by foot to
go to the fruit market.
IN : Oh, gitu…
S : Kalau… kalau tamunya

mau banyak ngomong dia
kadang juga mau nanya
disana aku bisa ngepain aja
ya, what can I do there? What
is fun to do there? Kalau gitu
paling kita jelasin aja emm…
you can buy fresh fruit in
there. You can ride horse to
Gundaling hill. Gitu…
IN : Oh gitu…
S : Kalau udah jelas dia

nanya ya paling dia bilang
thank you, thank you for your
help. Kita jawab aja you’re
welcome sir… mam. Udah,
jadi lah itu.
101
(Page 70, line 57)
[Dealing with complaint]

10. IN : Selain itu, ada lagi nggak
kak bahasa inggris di pakai?
S : Emm… kalau ada

komplain, tapi… tapi itu
jarang sih.
IN : Itu… komplainnya
bisanya tentang apa itu kak?
S : Ya mungkin ada yang

nggak sesuai sama maunya
dia. Misalnya, tv ku kok
buram ya, emm… why my
TV isn’t really good?, why
the water isn’t warm? kalau
ada keluhan kayak gitu harus
cepat kita tangani lah. Jangan
sampai tamu jadi review jelek
sama hotel kita kan. Kalau
udah dikomplain ya pasti kita
minta maaf, emm… ok sir, we
will check it for you, kita
bilang, kan. Atau sorry for
102
this inconvenience, sir, mam.
Tapi habis itu harus langsung
kita perbaiki lah.
(Page 71, line 69)
103
104
APPENDIX C
Reconstruction of Data
105
RECONSTRUCTION OF DATA
A. The Identification of Speech Function

1. Receptionist
The interview which is administered to the receptionists results that the
speech functions usually used in the working place are to handle the reservations,
check in, check out, provide information to the hotel guest, and deal with hotel
guests’ complaint.
IN : Itu… kalau yang face to face itu, biasanya dipakai saat apa aja ya
kak?
S : Kalau face to face… ya seringnya kalau tamu mau reservasi
langsung, check in dan check out ya. (Page 64, line 11)
IN :Emm… selain itu ada lagi nggak kak bahasa inggris dipakai dalam
kerjaan kakak?
S : Ada, kalau si tamu ada mau tanya sama kita itu biasanya kita
jawab pakai bahasa inggris juga kan. (Page 64, line 15)
IN : Selain itu, ada lagi nggak kak bahasa inggris di pakai?

S : Emm… kalau ada komplain, tapi… tapi itu jarang sih.
(Page 77, line 69)
2. Waitress
The speech functions used by the waitress of restaurant under the
management of Grand Orri Hotel covers less than what a receptionists need to
use. They only cover the skills to take an order, serve the guest, and deal with
complaint.
IN : Biasanya pakainya pas kapan aja ya kak?

106
S : Pas melayani tamu. (Page 68, line 7)
IN : Emm… itu berarti lewat telepon ya kak?

S : Iya, itu yang lewat telepon. Karena itu lah, kalau bule udah
nginap disini jarang ada yang mau makan di restoran. Mereka
seringnya di kamar terus. Pas sarapan itu lah baru kadang mau
keluar. Itu pun jarang.(Page 69, line 21)
IN : Kalau gitu… itu biasanya ada lagi nggak kak bahasa inggris di
S : Paling ya itu kalau mereka mau ada komplain. Misalnya kalau
(Page 69, line 27)
3. Housekeeping
Among the three positions, a person who works as a housekeeper has the
least speech function in their working. A housekeeper generally uses English only
to do a room service or asking a guests’ needs.
IN : Itu… melayaninya gimana tuh kak?

S : Ya… misalnya kalau dia nginap lama kan pasti kita ada check ke
kamar dia, dia butuh sesuatu atau nggak. (Page 71, line 9)
IN : Emm… selain itu kira-kira ada lagi nggak kak penggunaan

S : Paling… paling kalau lagi ramai kadang kita kan harus bantu
minta makan di kamar. (Page 72, line 25)
107
B. The Reconstruction of Conversation

1. Handling reservation
Receptionist : Good morning, May I help you?
Guest : I will check in here but… I’m not yet for reservation.
Receptionist : What is the exact day of your staying, sir?
Guest : It will be on February 17.
Receptionist : How long will you be staying, sir?
Guest : For two nights.
Receptionist : How many people will be in your room, sir?
Guest : Two people.
Receptionist : We have many types of room for you, mam, such as standard,
double, and superior.
Guest : I’ll go with the standard room only. How about facilities that we
have?
Receptionist : You will have television and warm water for your room, sir.
Do you want to have room breakfast, mam? You’ll be charged fifty
thousand for that.
Guest : Yes, please.
Receptionist : May I have your name, sir?
Guest : It’s John.
Receptionist : Could you please spell your name, sir?
Guest : It’s J-O-H-N.
Receptionist : Ok sir, you’ll be staying here for two nights on 17 February. You
take standard room for two people with room breakfast. Is there
anything you need, sir?
Guest : No, thank you.
Receptionist : Alright sir, see you later.
2. Checking in
Guest : Excuse me, I have a reservation under the name John.
Receptionist : Alright sir, you have reserved a standard room for two night with
a room breakfast. Is it correct, sir?
Guest : It’s correct.
Receptionist : Let me take you to your room, sir.
Guest : Ok. Thank you.
Receptionist : This is your key, sir.
3. Checking out
Guest : Excuse me, I’d like to check out for now.
Excuse me sir, this is the total you need to pay.
108
Guest : Here it is.

Receptionist : Thank you sir, have a nice day.
4. Providing information
Guest : Excuse me, how can I get to the fruit market?
Receptionist : You must take the right turn from the main road. It will be on
your right.
Guest : Can I go by foot?
Receptionist : Yes, you can.
Guest : How long will it take?
Receptionist : It takes about ten minutes by foot to go to the fruit market.
Guest : What is fun to do there?
Receptionist : You can buy fresh fruit in there. You can ride horse to Gundaling
hill.
Guest : Thank you for your help.
Receptionist : You’re welcome sir.
5. Dealing with Complaint

Guest : Excuse me, why my TV isn’t really good?
Receptionist : Sorry for this inconvenience, sir. We will check it for you.
Guest : Thank you.
6. Taking an Order (Through Telephone)

Waitress : Grand Orri Hotel, may I help you?
Guest : I’d like to have two fried noodles
Waitress : Ok, two fried noodles. Do you want your food to be spicy or not,
mam?
Guest : I want spicy noodles please.
Waitress : Two spicy fried noodles. Do you want to have any drinks mam?
Guest : Yes, please. I’d like to have two coffee or tea.
Waitress : Do you want a hot or a cold one, mam?
Guest : The hot one please.
Waitress : Do you need anything else, mam?
Guest : No, that’s enough, thank you.
Waitress : Ok, mam, sir. We will bring your order to your room soon. May I
take your room number, mam?
Guest : VB.01
Waitress : Thank you, please wait for a minute.
109
7. Welcoming and Guiding Restaurant Guests (Face to Face)

Waitress : Good morning sir, may I help you?
Guest : Yes, I want to have my breakfast here.
Waitress : May I take your coupon mam, sir?
Waitress : This way sir, mam…
Waitress : Thank you for coming sir, have a nice day.
8. Providing Guests’ Needs

[1]
Guest : Excuse me… may I have some more bread?
Waitress : Yes, sure.
Guest : And my I have some jam as well?
Waitress : Sure, sir. Wait a minute.
[2]
Guest : Do you have anything else?
Waitress : This is our menu, sir. Is there anything you want to have?
Guest : What is kwetiau?
Waitress : Kwetiau is noodle made by rice flour. You can eat it with or
without soup.
[3]
Housekeeper : Is there anything you would like to have, mam?
Guest : Yes… may I have another water please?
Housekeeper : Of course, mam. Here you go. Do you need anything else mam?
Guest : Can I have extra towel, please?
Housekeeper : Sure, you can mam. Can I collect the towel for you
Guest : Yes, sure.
9. Offering Housekeeping
[1]
Housekeeper : Excuse me, room service sir, mam.
Housekeeper : Excuse me, mam, would you like your room to be cleaned?
Guest : No, thank you.
Housekeeper : Ok sir, excuse me. Hope you enjoy your stay here. Have a nice
day.
[2]
110
Housekeeper : Excuse me, mam, would you like your room to be cleaned?
Guest : Yes, please.
Housekeeper : What service would you like to have for your room, mam?
Guest : I want my bathroom to be cleaned.
Housekeeper : Sure, mam.
Housekeeper : Excuse me mam, your bathroom has been cleaned now.
Guest : Great. Thank you.
Housekeeper : Is the room ok for you sir? Would you like to have another
service?
Guest : It’s fine, thank you.
Housekeeper : Ok sir, excuse me.
10. Delivering Guest’s Order

Housekeeper : Excuse me, housekeeping. Your food is ready, mam.
(Serving the meal) This is your bill, mam.
Guest : Just put it in my bill.
Housekeeper : Alright, excuse me mam.
BIOGRAPHY
Indri Astuti was born in Belawan, Medan, North Sumatera, on March 31st
1996. She is Indonesian and a Muslim. Her Father is Sulaiman and her mother is
Umiati. She is the youngest in her family. She has one sister (Ary Fianti) and two
brothers (Prabudi and Muliawan). Her family lives in Belawan.
Her formal education was started in 2001-2007 in Primary School SD
Swasta Muhammadiyah 04 Belawan. Then she continued her education from
2007-2010 at SMP Negeri 5 Medan. After that she continued her Senior High
School at SMA Negeri 16 Medan from 2010-2013. Then, started in 2013-2019,
she graduated from English and Literature Department, Faculty of Languages and
Arts, State University of Medan.
Medan, Januari 2019

The researcher,
Indri Astuti
Reg.No 2132121020

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ENGLISH COMMUNICATIVE SKILLS FOR HOTEL STAFFS

AT GRAND ORRI HOTEL

ENGLISH AND LITERATURE DEPARTMENT

Indri Astuti. 2132121020. English Communicative Skills for Hotel Staffs at

Keywords: Hotel Staffs, Receptionist, Waitress, Housekeeper, Communicative

Medan, January 2019

CHAPTER II REVIEW OF LITERATURE.......................................... 7

CHAPTER III METHOD OF RESEARCH.......................................... 31

CHAPTER IV DATA ANALYSIS........................................................... 33

Table 2.1 The commercial arrival–departure hospitality cycle................... 25

Figure 2.1 The Department of a Hotel........................................................ 18

APPENDIX A. Transcripts of Interviews................................................... 78

A. The Background of Study

nation’s income. Tourism itself is defined as the commercial organization and

operation of holidays and visits to places of interest (Oxford Online Dictionary).

of promoting the tourism destination and the program is supported by many

In this case, it is needed for an organization to employ a professional one in

serving the guest.

welcomed and comfortable. These statements are supported by this interview.

I : Mas, saya dengar mas kerjanya di hotel ya mas?

One of the government program in creating a professional and experiential

manpower is by administering the vocational education. It is a training for

aspecific occupation through a combination of theoretical teaching and practical

experience provided by many high schools in their commercial and technical

divisions, and by special institutions of collegiate standing such as a college of

agriculture, a school of engineering, or a technical institute (Merriam Webster

Online Dictionary). Moodie (2002) takes also the thought of Blunden

andStevenson stated that the modern association of general education with

conceptual understanding or declarative knowledge, and vocational education’s

association with demonstrated knowledge or procedural knowledge.

related to the expectation that vocational education can contribute to create a

language, vocational education offers many vocations in commercial fields, such

as administration, accounting, marketing, management, and investment and loan

management. Technical education includes drawing, surveying and mapping,

building construction, water works, electrical installation, electricity supply,

machining, communication electronics, automotive mechanics, general

(2009) added several major in vocational education such as machinery and

information technology; agriculture and forestry; community welfare that are

economic, government tries to optimize the vocational and technical education.

However, Despite the Indonesian government’s efforts to increase the number of

vocational schools and tertiary vocational institutions, demand for vocational

Indonesia typically regarded vocational school graduates negatively due to the

curriculum and everything relates to the practice. As for now, Indonesia’s

education system is called as Curriculum 2013 and covers academic, technical as

philosophy, functional and introspective. He believes that curriculum content is

determined by referring to function of an occupation for which graduates will

their job efficiently. This mismatch also happened to students of vocational

education in learning English. As stated by Prayitno (2014), In the case of

Curriculum 2013, the involvement of business and industry in determining

vocational education curriculum content is not clear, there is no publically

confirmation that business and industry are involved in determining curriculum

contents. As a result, an incompatibility between what students learn and what

students supposedly learn appears in the learning process.

somehow way too general.

In this case, the education stakeholders need to take responsibility to

themselves, the involvement of the hospitality party are needed.

B. The Problem of the Study

C. The Objective of the Study

D. The Scope of the study

front-desk receptionist, waiter of restaurant and lounge department, and

housekeeper which focus on the transactional dialogue occurred during working

E. The Significance of the Study

research will be useful for:

learning material provided for the hospitality students.