An analysis on communication problems in guest service: A case study of front office staffs at Lovina Beach Club and Resort

Abstract

English communication skills play a crucial role in the hospitality industry, particularly for front office staff who interact directly with international guests. Effective communication is essential to ensure service quality, facilitate guest interactions, and enhance customer satisfaction. However, many hotel employees continue to face challenges when communicating with foreign tourists. This study aimed to investigate the factors contributing to communication difficulties among front office staff and to explore the strategies they employ to overcome these challenges. This study adopted a descriptive qualitative research design and was conducted at Lovina Beach Club and Resort, Buleleng, Bali. The participants consisted of six front office staff members who regularly communicated with international guests. Data were collected through interviews, observations, and documentation, and were analyzed using Miles and Huberman’s interactive model, which includes data reduction, data display, and conclusion drawing. The findings revealed that communication difficulties stemmed from several factors, including limited hospitality-related vocabulary, difficulties in understanding various English accents, lack of self-confidence, and insufficient opportunities for English language training. To address these challenges, the participants employed various communication strategies, such as simplifying language, requesting clarification, utilizing nonverbal communication, and improving their language skills through workplace experience. The study suggests that communication competence among front office staff is shaped by linguistic, psychological, and experiential factors. These findings highlight the importance of continuous language training and practical communication exposure in enhancing employees’ English proficiency and service performance in the hospitality sector.