An Analysis English-Speaking Skill of Receptionist Belviu Hotel Bandung.NPM:207010002

Ingka Dyah Pitaloka, Dr. Iwan D. Gunawan, S.S., M.Pd (2025) An Analysis English-Speaking Skill of Receptionist Belviu Hotel Bandung.NPM:207010002. Skripsi(S1) thesis, Sastra Inggris.

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Abstract

This study explores “The English-speaking skills of receptionist staff at Belviu Hotel Bandung”, focusing on components including grammar, vocabulary, comprehension, fluency, pronunciation, and task performance. In the hospitality industry, receptionists serve as the first point of contact for guests, making effective communication a critical aspect of service quality and guest satisfaction. Utilizing a qualitative research approach, data was collected through direct observation and structured interviews with four receptionists. The analysis applied Douglas Brown’s Oral Proficiency Scoring framework to assess each participant’s language performance. The findings reveal that the receptionists generally possess basic to intermediate English-speaking proficiency. While they demonstrate adequate comprehension and pronunciation skills, challenges persist in grammar usage, vocabulary range, and overall fluency. Additionally, the receptionists reported difficulties in understanding fast speech, handling diverse accents, and expressing themselves due to limited vocabulary. These issues impact their ability to engage confidently in more complex guest interactions. The study concludes that while the reception staff are capable of managing routine communication tasks, there is a clear need for targeted training and daily practice to enhance their English proficiency. Improving these skills will not only benefit individual performance but also elevate the overall service quality and guest experience at Belviu Hotel. Keywords: English-speaking skills, hotel receptionist, hospitality, communication, oral proficiency, qualitative research

Item Type:	Thesis (Skripsi(S1))
Subjects:	S1-Skripsi
Divisions:	Fakultas Seni dan Sastra > Sastra Inggris 2025
Depositing User:	mr FISS-Oman -
Date Deposited:	26 Aug 2025 01:14
Last Modified:	26 Aug 2025 01:14
URI:	http://repository.unpas.ac.id/id/eprint/77824

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