English Language Needs of Front Office Employees at Laras Asri

Hotel.

THESIS

Submitted in Partial Fulfillment of the Requirements for the Degree of

Sarjana Pendidikan

Ninez Andromeda .H. 112006099

ENGLISH DEPARTMENT

FACULTY OF LANGUAGE AND LITERATURE

SATYA WACANA CHRISTIAN UNIVERSITY

SALATIGA

2013

i

English Language Needs of Front Office Employees at Laras Asri Hotel.

THESIS

Submitted in Partial Fulfillment

of the Requirements for the Degree of

Sarjana Pendidikan

Ninez Andromeda .H. 112006099

ENGLISH DEPARTMENT

FACULTY OF LANGUAGE AND LITERATURE

SATYA WACANA CHRISTIAN UNIVERSITY

SALATIGA

2013

ii

iii

iv

5

English Language Needs of Front Office Employees at Laras Asri

Hotel.

Ninez Andromeda Hendrasti

Satya Wacana Christian University, Indonesia

Abstract

This study is intended at identifying English language needs of front office employees in

Salatiga. The participants of this study were two males‟ front office employees at Laras Asri

Hotel in Salatiga. The data of this study were collected through an adapted questionnaire, and

interview. The result of this study indicates that the speaking skill was the major need of the

front officer in the hotel because oral communication is the most frequently used skill to

communicate with the customers. Besides that, some problems were found in listening such

as listening to accents and dialects. Listening skill is also needed by the front officer since

speaking and listening are interrelated skills. Based on the findings, one suggestion was

proposed: prepare a Language Training program to improve the employees‟ Language skill.

Keywords: ESP, Needs Analysis, Hotel Management, Front Officer

Introduction

Background of the Study

It cannot be denied that Globalization era makes English rapidly grow in the

world. English has grown rapidly in many sectors such as in economics, politics, science,

tourism, business and education. English can be said as a global language in the world

because almost all people in the world use English to communicate not only in big cities but

also small cities like Salatiga. Communication, according to Wardaugh (1992:5), is defined

6

as the process of transmitting information from the source to the receiver. Communication

can be a problem if we don't know about what people need and want. There is a lot of work

that needs a good skill in using language and one of them is work in Hotels. The word Hotel

itself reflects exciting images: a busy lobby with international dignitaries, celebrities,

businesspersons, community leaders, and family vacationers. Hotel itself, according to

Tarmoezi and Manurung (2000) has several kinds of hotel based on the target market;

commercial hotels, airport hotels, suite hotels, Residential hotels, resort hotels, bed and

breakfast hotels, time-share hotels, casino hotels, and conference hotels. This research choses

a Resort hotel as the workplace for the front office employees because this resort hotel is

more interesting for foreigner and have a good traveling program for foreigner, so that a lot

of foreigner come to this resort hotel. For that reason, mastering specific English skill is

needed by the employees especially the front liner of the hotel.

Front office is the nerve center of a hotel property. They have two basic functions

based on Tarmoezi and Manurung (2000): communication and accounting. Communication

role that is done by the front desk are: answering guest inquiries about hotel services, sales

department and marketing for request information on guest room, and housekeeping

department inquiring guest reservation. Moreover, effective communication with the guests,

employees, and other departments of the hotel become paramount in reflecting a hospitable

image. Besides the communication, accounting procedures involve charges to registered and

nonregistered hotel guest accounts are important in the hospitality field.

Basically, front office organization between one to another hotel are different based

on how many stars the hotel has. To make it clear the organization will be shown on the chart

below:

7

Front office staff's responsibilities are quite varied. Here, their position can

encompass many duties, which includes verifying guest reservations, registering guest,

assigning room, distributing keys, communicating with the housekeeping staff, answering

telephones, providing information and directing to local attractions, accepting cash and

giving change, apologizing with the guest about their complaints, etc.

Front Office Job Desk The Responsibilities

Cashier Processes guest checkouts and guest legal

tender and provides change for guest.

Reservation manager Responsible for taking incoming requests for

rooms and taking notes for special requests

for services.

Night auditor Balances the daily financial transaction.

Telephone operator Locates the registered guests and

management staffs at a moment‟s notice.

Bell captain Takes care of the baggages, familiarizes

8

guests with their surroundings, runs errands,

delivers supplies, and provides the guest with

information on in-house marketing or local

attractions

Key clerk Responsible for issuing keys to the registered

guests and for the related security measures

Elevator operator Operates the mechanical controls of the

elevator that almost extinct in the lodging

establishment manually.

Concierge Provides guests with extensive information

about entertainment, sports, amusements,

transportation, tours, church services, and

baby sitting in the area

Table above shows that they must maintain the delicate balance between delivery

hospitality service, promotion of the profit centers, and maintain the details of the

communication system. As I cited from Bardi (1947) from the Hollandsworth book (1987

cited in Master 1998:208). “front office employees must be trained properly to function

within the guidelines and policies of the lodging establishment”. That is why, the front officer

must know how to explain certain tasks about hotel reservation or its advantages using a

proper language. Furthermore, they have to master the language function needed in order to

provide a good service and make the guests come back to the hotel again.

The language that the front officer uses in the work place is different from the

language in daily conversation. The different job has a different need in using the language or

9

we can call it as language needs. Based on Richterich (1973:146), language needs are those

that arise from the use of language in the multitude of situation that in the social lives of

individual groups. We cannot use an informal conversation language into a hotel

conversation language because they are different. For example, as a front officer employee

would say “Good morning Mr./Mrs., may I help you?” rather than “Hi there, can I help you?”

or “May I know your name please” rather than “what is your name sir?”. Therefore, from

those examples we can see the situation that the receptionist needs a specific language to

communicate properly with the guest. The hotel receptionist has to decide to use proper

English according to its function and its notion that are useful for them.

Basically, Language skills needed by the Hotel front officer or Hotel receptionist as a

front line of the company and as a first man that directly make a contact to the guest. If the

receptionist cannot use proper language, they will make a bad impression about the hotel

image. If they can use English appropriately, they can raise the reputation of the hotel. The

guests will see how good the hotel is by looking at the front men of the Hotel.

As a front officer, they must avoid a miscommunication with their guests.in order to

avoid miscommunication. They need to master the variation in English in terms of word

choice, grammar, pronunciation, spelling, and register varieties. They also have to master the

language skills such as; listening, writing, reading and speaking so that they can give a clear

explanation to the guests. In addition, the front liner has to show positive attitudes, politeness,

and use the proper languages to communicate with the guests.

The essential aspect in communication is to understand the meaning of utterances

delivered by others. The guests can be from any country with different cultural background

and understanding them is hard. Moreover, they bring different backgrounds, needs, and

value to the communication setting (Richard, 1981 p.87). The kind of problem that the front

10

officers have to deal with is when they meet different guests with different mother tongues.

This situation pushes the front officer to learn specific English language, because mastering

the general English is not enough to help them to communicate with the guests from different

countries. Understanding the specific English language will help them in their job which is

much related to communication, especially when they have to interact with guests from

different countries.

Since a lot of foreigners that come and stay in Salatiga for studying and working, they

may need a hotel to stay. As a consequence, it is force the front officer in Hotel Company to

improve their ability in using more than general English to communicate. For the hotel

receptionist as a front liner of the Hotel, they need specific English to support their job. They

need it because the receptionist has to communicate effectively with the guests. Along with

the need, they have to learn about the use of English for the hotel's job, so that they will not

make a big mistake when they interact with the guests. However, by not understanding the

guest's needs, there will be a miscommunication and it affects the hotel image.

Fullfilling the English needs of the hotel companies for the specific sector of the jobs,

they need to learn English for Specific Purposes to support their work based on their needs

and their interest. Hutchinson and Waters (1987:8) pointed out that in ESP the central

importance of the learners' needs and their attitudes to learning are emphasized. English for

Specific Purposes (ESP) is needed because each sector has a different need of English based

on the professional job in the workplace.

The aim of this study was to identify the English needs of the front office employees

at Laras Asri Hotel in Salatiga. This study was important to do because as front liners, they

serve customers, not only local guests but also foreign guests. To give a good service, they

have to be able to communicate well both in Indonesian as their mother tongue or in English

11

as a global language to communicate with foreigners. However, mastering English in their

job is also important. The finding of this study would be useful for ESP course teachers in

designing ESP courses for the front office staff at Hotels and for the Hotel companies.

Therefore, the main question to be answered in this study was: “What is the language‟s needs

for the front officer of Laras Asri Hotel and Resort?”

Review of Literature

A needs analysis can be defined as the systematic collection and analysis of

all subjective and objective information necessary to define and validate defensible

curriculum purposes ( Robinson, 1991, p.36) used for understanding the target situation in

which ESP teacher will operate within a particular institutional context. It is also for

analyzing the discourse of the target situation, determining student learning strategies and

devising syllabus, courses, materials that happened in certain institution (Krismawanti, 1993).

Another researcher, Mc Donugh (1984:34) and MacKay (1978: 75) said that a needs analysis

is very important to find out what language skills and specific purposes in terms of

operational skills that are needed for successful performance of task in some jobs. By

conducting a need analysis, all the information on the language need will help drawing up a

profile to establish coherent objectives and take decision on the course content. Based of the

theory above, this study attempts to identify the English Language needs of the hotel‟s front

office employees.

In addition, another expert explains that need analysis is a part of the basic

gathering stage and leads to the identification of the learner‟s specific purposes in terms of

operation skills (Mackay, 1982). A needs analysis is not an objective exercise; it entails

exercising judgment and finding compromises to make the best use of resources in a

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particular teaching context. Briefly, it is about working with learners to decide on the best

way forward.

The need has two basic distinctions; target needs and learning needs. Based on

Hutchinson and Waters (1984), target needs means what the learner needs to do in the target

situation and learning needs means what the learner needs to do in order to learn. First, the

target needs is something of an umbrella terms which is distinguished in three terms. The first

term is necessities; the type of needs determined by the demands of the target situation that

the learner has to know in order to function effectively in the target situation. In other words,

we can say that the learners do not create their target situation. The second term is lack; it can

be the learner's lack of information. Lack can be said as a need that the students do not have

at all in their language competences. As it is cited in the Hutchinson and Waters (1987: 56),

lack is the gap between the target proficiency and what the learners know already. We decide

which of the learners‟ lacks by finding out what the learners know already. Together with

necessities and lacks, the third term is wants, cited in Hutchinson and Waters (1987: 57) “the

importance of learner motivation in the learning process, learners perceived wants cannot be

ignored.” Another statement comes from Richterich (1983) “... a need does not exist

independent of person. People build their images of their needs on the basis of data relating to

themselves and their environments.” Briefly, wants can be said as a skill that the learner

already have in their mind. Concisely, after reviewing all statements above, the learners may

have a clear idea of the necessities of target situation and there is an awareness of need that

characterizes the ESP situation. Awareness is only a matter of perception that will be varying

according to the one point of view.

Along with target need, the second type of need is learning needs. This type of

need has a meaning that the whole ESP process is concerned not with knowing or doing, but

with learning. Learners seem to have different needs and interests which would have an

13

important influence on their motivation to learn and on the effectiveness of their learning.

That is why, we need to develop the language course that is relevant with the learner's needs

and wants.

Hutchinson and Waters (1987: 99) and Robinson (1991) divided the types of

needs into subjective needs and objectives needs. Subjective needs includes affective factors,

expectations, and wants, cognitive styles, and learning strategy that may lead to some types

of information in identifying learners' needs. In addition, The second types are objective

needs that includes information about learners needs such as personal data, pattern of

language and language proficiency, and Language problems.

Huttchinson and Waters (1987, p.53) said that awareness of the needs make

the differences. This statement shows that both teacher and learner should know how and

why the learner needs to learn English. The awareness affects what will be acceptable for the

learner that in this case is a front office, as a reasonable content in the language course to help

them in the work field. Based on the explanation above, this paper wanted to study about

what is the language‟s needed by the front officer of Laras Asri Hotel and Resort. This paper

would like to reveal their needs for English and its functions that will help their

communication.

.

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The Study

This research was conducted in Laras Asri Hotel. This Hotel was selected to be the

research setting because this hotel resort is the only one Hotel Resort that exists in Salatiga.

They serve a wonderful view from the hotel room and there are lots of fun activities such as

tours around Salatiga using a special car from the hotel, billiard, lounge in the middle of the

park, etc. Based on the interview, those are the reason why many foreigners like to come and

enjoy the services. That is why the front office employees need to have good language skill

especially English language skill.

Method of the Study.

The collected data were analyzed descriptively in the form of words rather than

numbers. Since the research instrument of this paper was interview, as a development from

adapted questionnaire, the descriptive method was perfectly matched with the data collection.

This study presented the data through table and reported it in descriptive form.

Research Instrument.

This paper used an adapted questionnaire and interview as tools in collecting data.

The adapted questionnaire had general questions about problems that might be faced by the

front desk people. This questionnaire done as a basic question to developed the interview

question. The questionnaires comprised 16 close-ended questions about basic information of

15

the job (which can be seen in appendix 1). The responses from the subjects for number 3, 7,

and 9 showed the intensity of using English in their work. Number 5 and 6 showed the

importance of English. Number 8 and 14 showed about the participants' wants. For number

10, 11, and 12 showed the use of English language at work. Question number 15 showed the

lacks of the participants. For number 16 showed the need of the participants. Furthermore,

those questions will be developed into an interview question for the interview section to gain

more information about the front office‟s language needs.

The Participants.

This study used two participants who were the receptionists of Laras Asri Hotel

because they were good enough to represent the front office of Laras Asri hotel and Resort.

Their ages are 19 and 24 years old and they graduated from university. Furthermore, those

participants had been working in the hotel for about 1-4 years and they had a lot of

experience during their work as receptionists.

Data Analysis.

This section presents the results of analyzing the respondents‟ answers to the

questionnaire. The data from questionnaire were presented in a form of tables to show the

participants' necessities, lacks, and wants. The next step was transcribing the data from the

whole interview. The information from the transcripts was selected to get the relevant data

for explaining the information in the tables. In analyzing the data, this study followed the

framework from Hutchinson and Waters (1996). The findings are presented below.

16

To analyze the participants' responses to the interview, this study used a framework

taken from Hutchinson and Waters (1996) about need analysis in ESP. With reference to the

target situation in terms Necessities, Lacks, and Wants. Table 1 below shows the participants'

needs of English Language skills.

Table 1: The English skills most needed by the participants

English Skill Participant 1 Participant 2

Speaking V V

Listening X X

Writing X X

Reading X X

The table above shows the skills that were most needed by the participants (taken

from the adapted questionnaire). It shows that the speaking skill was the major skill that the

participants' needed in their work place.

Table 2: The English skills required of the participants

Rank of English Skill Participant 1 Participant 2

1 Speaking Speaking

2 Reading Listening

3 Writing Writing

4 Listening Reading

17

Table 2 indicates the ranks of English language skills in their job (taken from the

adapted questionnaire). Here, they had to rank the skill from the most to the least important.

The table above shows that for participant 1 the most two important skills they needed were

speaking and Reading. Meanwhile, the most two important skills for participant 2 were

speaking and Listening. From both participants, it is shown that speaking was the most

important skill for both participants. This finding is in line with Richard's statement

(1976:20) showing that need analysis is the process of determining the needs for which a

learner or group of learners requires a language and arranging the needs according to their

priorities.

Necessities

Based on Hutchinson and Waters (1987:55), necessities are the type of needs

determined by the demands of the target situation. This is what the learner has to know in

order to function effectively in the target situation. Below are the responses from the

participants:

Participant 1:

Skill yang kami butuhkan itu ya speaking buat ngasih informasi, nanya-nanya, dll.

Trus juga listening, soalnya kita kan juga ngurusin keluhan-keluhan sama permintaan

khusus dari mereka, yang terakhir writing soalnya kita sering nulis memo, notes,

special request gitu mbak

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Participant 2:

Menurut saya, selama saya bekerja disini saya butuh speaking, listening, sama

writing mbak. Di speakingnya karna saya kan jadi frontman mbak jadi saya yang

harus menyapa tamu, menyambut tamu, trus nanya kebutuhannya apa, mau

kamar model apa. Untuk di listening kalo mereka complain masalah kamar jadi

saya bisa tanggap untuk minta maaf atau masalah makanan kadang mereka punya

special request yang harus kita denger baik- baik. Yang terakhir di writing itu saya

butuh untuk bikin memo sama note dari para tamu untuk para karyawan.

The responses from both participants in the interview section, show that they needed

speaking, listening and writing to give information, ask something to the guests, deal with

complains and special requests, and write memos, note and special requests from them.

Based on the interview, the necessities of the front office in Laras Asri Hotel and

Resort covered three language skills: there are Speaking, Listening, and Writing skills. They

needed those language skills as front office employees. For example, speaking for giving

information, asking something related to the hotel facilities or hospitality, apologizing,

greeting, and welcoming guests. In Listening, they had to be able to deal with complaints and

special requests. In Writing, they needed to write memos, notes and special requests from the

guests. Both participants thought that those three languages skills were needed to support

their job. As a front man of the company, they should know those three important language

skills, but English language skill that they needed most was speaking.

19

Lacks.

To identify lacks, understanding necessities is needed. Lacks itself is the difference

between what the learners already know and what they are required to do in light of the target

situation. The gap between the two is the learner's lacks. Table 3 represents the items number

15 in questionnaire, which is their lacks in English.

Table 3: The participants lack of English.

English Language Skill Participant 1 Participant 2

Speaking V V

Listening V V

Writing X X

Reading X X

Table 3 shows that Speaking and Listening were the skills that the participants'

already knew but they had not mastered it yet. Reading and Writing were the skills that both

participants already knew and mastered. This answer will be explained more in the interview

section.

Below are the responses of the participants in the interview with regard to

their lacks.

Participant 1:

Saya masih kurang banget di speaking, kayaknya vocab saya kurang banget untuk

masalah perhotelan jadi bisanya ya body language. Selain itu di listening itu juga,

apalagi kalo udah ketemu orang belanda sama jepang

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Participant 2:

Saya tuh ngerasa masih kurang banget di speaking soalnya kadang-kadang

masih suka ngeblang kalo ada tamu yang nanya. selain itu saya juga merasa vocab

saya kok minimalis banget, palingan ya kayak yang general aja soal hotel padahal

kadang kadang ada turis yang nanya soal tempat wisata, oleh oleh atau makanan khas

salatiga. Selain itu juga Listening saya juga masih belum cukup bagus kalo udah

berhadapan sama bule kadang suka salah tangkap.

Both responses from the participants show that they had a lack in speaking and

listening skills. They do not yet master speaking and listening skills at works. They found

that speaking, the important language skill as a front officer was difficult to learn when they

met foreign guests. They realized that their vocabulary was not enough to help them when

they were speaking. In addition, they said that their vocabularies were too general about the

hotel and they needed to master vocabularies about the hotel and around the hotel.

The other language skill that they do not master was listening. From the interview that

has been done, the participants found difficulties when they communicate with Holland and

Japanese because the dialects were difficult to understand. Below are the responses of the

participants :

Participant 1:

Kaya orang belanda gitu aksennya medok banget belum lagi mereka kalau

ngomong kaya ditahan mbak jadinya kaya kurang jelas. Orang jepang itu

aksennya cepet banget udah cepet agak gagap kaya terbata bata gitu mbak.

21

Participant 2:

kalo misalkan orang bulenya dari jepang ya itu ngomongnya kaya terbata bata

gitu mbak, selain itu yang paling banyak kan tamu dari Belanda ya mbak. Nah

mereka itu kalo ngomong itu kayak kumur mbak. Artikulasinya gak jelas.

Briefly, their dialects affected the way they pronounced the words and their intonation

can make the sound of the words different which result in miscommunication. There were

some examples of miscommunication that the participants did with foreigners. The examples

are presented below:

Participant 1:

Saya pernah ni ada tamu Belanda minta kamar diganti deluxe, eh saya ke

kamarnya kasih sabun Lux dan si tamu Cuma melongo dan akhirnya

ngejelasin pelan pelan gitu.. malu banget mbak, habisnya

pronunciationnya ga jelas mbak.

Participant 2:

Saya punya pengalaman yang malu maluin mbak sama tamu asing, jadi itu dia

via telpon kan mbak dia minta tissue tapi mbak itu kedengeranya kaya minta

milo, susu merek milo itu lho mbak.

22

The examples above show that their problems were in speaking, especially for

vocabulary and listening especially for dialect, accent and pronunciation. They found it

difficult to deal with those things and caused miscommunication with the guests.

Wants.

Based on Hutchinson and Waters (1996) „wants‟ means the skill that participant's

have in mind. As Richterich (1984:29) comments, “...a need doesn't exist independent of a

person. It is people who build their needs on the basis of data relating to themselves and their

environment.” It means that awareness of need is a matter of perception, and perception may

vary according to one's standpoint. Below are the responds from the participants:

Participant 1:

Saya pokoknya pingin bisa public speaking biar lancar kalo ngomong sama tamu

asing sama listening jadi biar ga miskom kalo ngomong.

Participant 2:

Pingin bisa ngelatih listening yang baik biar ga salah denger mbak kalo ngomong,

sama speaking biar lancar kalo ngomong.

The discussion above shows that the most major language skill they needed were

speaking and listening that they wanted to learn more. Their job as a front officer required

them to be able to speak and listen when they communicated with the guests directly or by

23

phone. When the guests had a complaints or need informations, front officer were the first

men they looked for.

Furthermore, these studies discover that the participants know about the general

English but they find some difficulties when they come into the workfield. As a result, they

need to learn specific English language especially in speaking and listening to support their

job.

24

Conclusion and Recommendation.

The answer of the research question about language needs for the hotel's front office

employees had been analyzed in the previous pages. The question was answered through

need analysis of the learners using a questionnaire and interview. It was found that the hotel

receptionists need speaking, listening, reading and writing skill in their job. The finding of

this study indicates that speaking skill is the main language skill they really need to cope with

demands of their workplace. As revealed throughout the questionnaire and interview, the

language functions needed were in greeting, asking for the customer's needs or orders,

confirmation, dealing with cancellation, apologizing or dealing with complaining, and

upgrading Information.

When the hotel receptionists communicate, they find that accent, dialect, and

intonation of the guests can have a tremendous impact of their communication. In addition,

spelling and pronunciation can be crucial to the meaning of spoken word. It happened

especially in listening to different accents. It is in line to the finding of Bobanovic (2011)

who found accent as one of the biggest listening obstacles. It means that besides speaking,

listening can be an important factor causing misunderstanding in communication. According

to Shumin (1997), listening plays quite a big role in the process of speaking. As hotel

receptionists, they need listening skill to take reservation through telephone calls or direct

arrival to respond to the guest's question.

Finally, there was one suggestion proposed `in this study; the hotel company should

prepare Language Training to improve their employers' language skill especially for the Front

officers. The training must be intensive and focus on the language skills that support their

work. The course on the training skill should be situational to avoid miscommunication in a

workplace.

25

Naturally, this study still has several weaknesses. This study only has two participants

as the subject. It is assumed that the research is not valid enough. Other weaknesses are, both

participants have a different time of work‟s hour and it makes some difficulties to finding the

same time in spreading the questionnaire. Furthermore, both participants are too bussy and

they almost have no time for interview section. It is assumed that having limit time in

interviewing section cause the participants not concentrate and in a rush while answering the

question. It is suggested for other researcher who interested in this research to find more

participants and arrange more time in interview section to get more information.

26

Acknowledgement

Finishing my thesis in English Department is my greatest work. Definitely, I

have to express my gratitude to everyone who supports and helps me in finishing this

thesis: I wish to give all the highest praises and worship for Jesus Christ for His

blessing throughout my life, my study, and my thesis-making process. It gives me

great pleasure in acknowledging the support and help of my supervisor Prof. DR.

Gusti Astika, MA. Without his guidance and persistent help this paper would not have

been possible. Thank you so much for my thesis examiner, Sesilia Rani Setyo Sari,

M.Hum for the feedback for my thesis improvement. I also thank Laras Asri Hotel

and Resort who gave permission to interview the employees, Iqbal and Prast. I would

like to dedicate my degree to my Dad (Agung Marwanto), my Mom (Dona Rini), my

brother (Abraham Artbityo) and my grandparents whose supports me both spiritually

and materially in doing this thesis. Without their supports this thesis would have

remained a dream. Special, thank you for my thesis partner (Oni Gervaiz, Deny

Nurina , Aje Satria, Rewo and Putut) .I would like to give my thanks to my ex-

supervisor Bu Neny who motivates me in finishing this thesis. I am indebted to all

colleagues who support me, thanks for great times and friendship.

27

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Tarmoezi, T. and Manurung, H. (2000) Professional Hotel Front Liner: Hotel Front Office.

Jakarta: Kesaint Blanc.

Wardhaugh, R. (1992). An Introduction to Sociolinguistic. (2nd

Ed.). Hoboken: Blackwell

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http://exchanges.state.gov/englishteaching/forum/archives/1997.html

29

APPENDIX 1

Questionnaire

Nama:

Jenis kelamin:

Usia:

Lingkarilah jawaban yang menurut anda paling tepat.

1. Sudah berapa lama anda bekerja sebagai receptionist? a.10 tahun d.10-20 tahun

2. Dari manakah asal mayoritas tamu asing yang menginap di hotel ini?

a.Asia b.Eropa c.Amerika d.Australia e. _ _ _

3. Apakah dalam pekerjaan anda, anda dituntut untuk menggunakan bahasa inggris dengan

tamu asing?

a.selalu b.sering c.kadang-kadang d.tidak pernah

4. Bahasa Inggris ragam apa yang anda butuhkan dalam pekerjaan anda?

a.formal b.informal

5. Seberapa penting penggunaan bahasa Inggris dalam pekerjaan anda?

a.sangat Penting b.penting c.kurang penting d.tidak penting

6. Berhubungan dengan nomer 5, untuk apa saja bahasa Inggris digunakan dalam pekerjaan

anda?

a.untuk berkomunikasi dengan tamu asing

b.untuk syarat pekerjaan.

c.untuk menunjang kualitas kerja.

d._ _ _

7. Dalam pekerjaan, apakah anda dituntut untuk menggunakan Bahasa Inggris dengan tamu

asing?

a.selalu b.sering c.kadang-kadang d.tidak Pernah

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8. Kemampuan Bahasa Inggris seperti apa yang paling anda butuhkan dalam pekerjaan anda?

a.berbicara (Speaking) b.mendengarkan (Listening) e._ _ _

c. menulis (Writing) d.membaca (Reading)

9. Dengan siapa saja anda menggunakan bahasa Inggris dalam pekerjaan anda?

a.orang asing b. bukan orang asing c.keduanya

10. Berhubungan dengan nomer 9, mereka adalah...

a.teman b.tamu c.atasan d._ _ _

11. Anda menggunakan Bahasa Inggris dimana saja selain dirumah?

a._ _ _ b._ _ _ c._ _ _ d._ _ _

12. Berhubungan dengan nomer 11, anda menggunakan Bahasa Inggris dalam kesempatan

apa?

a.rapat b.menerima tamu c.seminar d.pidato e._ _ _

13. Kebanyakan tamu melakukan booking melalui media apa?

a.telepon b.surat c.e-mail d.datang langsung e._ _ _

14. Jika anda diberi kursus bahasa Inggris , apa motivasi anda dalam mengikuti kursus

tersebut?

a.untuk mencari pekerjaan lain

b.meningkatkan kemampuan Bahasa Inggris

c.suka Bahasa Inggris

d.tuntutan pekerjaan.

e._ _ _

15. Ketrampilan apa yang anda rasa masih kurang dalam Bahasa Inggris?

a.berbicara (Speaking) b.mendengarkan (Listening) e._ _ _

c. menulis (Writing) d.membaca (Reading)

16. Urutkan kemampuan Bahasa Inggris anda yang paling anda butuhkan dalam bekerja.

Tulislah 1, 2, 3, dan 4.

_ berbicara (Speaking) _ mendengarkan (Listening)

_ menulis (Writing) _ membaca (Reading)

31

APPENDIX 2

Interview

Interview session

Name : Iqbal (I)

Work place : Laras Asri Hotel and Resort

Length : 14.46 minutes

1 N Selamat malam mas, dengan mas Iqbal ya?

2 I Iya...

3 N Saya ninez mas dari UKSW, saya mau interview dengan mas bisa kan?

4 I oo.. Bisa bisa..

5 N Langsung aja ya mas kalau begitu, sebagai front office anda pasti pernah berhadapan langsung

dengan wisatawan asing kan ya mas? Kira- kira kendala apa saja yang dihadapi ketika

berkomunikasi dengan wisatawan asing tersebut mas?

6 I Biasanya sih di Listening ya mbak, kadang ada miskomunikasi gitu antara saya dengan customer

entah itu karena pronunciationya ga jelas, masalah teknis kalau via telp atau logat mereka yang

susah dimengerti.

7 N Selain itu ada lagi gak mas?

8 I Ada mbak yang paling sering kalo pas ngomong- ngomong sama mereka mbak. Karena mungkin

speaking saya kurang ya mulai dari vocabnya yang saya masih kurang banget sampe

pronunciation saya.

9 N Nah kalo grammar ato structurenya mas?

10 I Kalau dari pengalaman saya, grammar sama structure gak begitu pengaruh mbak yang penting

mereka bisa mengerti maksud saya. Entah dari penjelasan yg agak panjang karna saya kurang tau

vocabnya sampe pake body language mbak atau nunjukin gambar gitu mbak.

11 N Oooo kaya sinonimnya gitu mas?

12 I Hu'uh mbak.

13 N Apa aksen seseorang juga pengaruh mas dalam listening anda?

14 I Pengaruh lah mbak. Kaya orang belanda gitu aksennya medok banget belum lagi mereka kalau

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ngomong kaya ditahan mbak jadinya kaya kurang jelas. Atau enggak orang jepang itu aksennya

cepet banget udah cepet agak gagap kaya terbata bata gitu mbak. Kebanyakan ngomong eee,

eehmmm, ehhhh.

15 N Kalau ketemu dengan mereka mas mengurangi miskomunikasi dengan cara apa?

16 I Ya buka telinga lebih lebar lagi, diambil intinya aja. Kalau enggak ya aku bilang “pardon please”

gitu mbak.

17 N Kalau via telepon kendalanya apa mas?

18 I Paling seringnya masalah teknis mbak dari yang telponnya kemresek, suaranya kecil sampe yang

putus- putus gitu mbak. Selain itu paling mereka ngomong terlalu cepet mbak jadi kan aku kadang

masih clumsy banget pas jawab pertanyaan mereka.

19 N Kalau misalkan masnya diberi les gratis oleh perusahaan, keterampilan apa aja yang mau mas

pelajari?

20 I Speaking nomer satu mbak soalnya saya kan front office dan pekerjaan saya langsung komunikasi

sama tamu mbak. Saya sadar vocab saya masih minim banget.

21 N Selain itu mas?

22 I Listening juga mbak, soalnya saya kan harus komunikasi dengan tamu, kalo listening saya gagal ya

pasti malu- maluin.

23 N Hmmm kemampuan formal apa informal mas yang mau ditingkatkan?

24 I Dua duanya mbak soalnya formal dan informal sama sama penting dalam kerjaan saya.

25 N Kalau untuk tertulis mas, apa anda juga sering menulis dokumen di kantor?

26 I Nggak juga mbak soalnya itu bagian reservasi sedangkan urusan ngetik bagiannya reservation.

27 N Jadi mas ga pernah nulis dokumen dalam bahasa inggris?

28 I Jarang mbak paling kalo bagian reservasinya lagi gak ada.

29 N Nulisnya pake format tertentu dan menggunakan bahasa inggris atau tidak?

30 I Ya pake bahasa inggris kalo tamunya dari luar. Kaya memo gtu mbak biasanya.

31 N Apa yang masnya rasakan masih kurang dalam kemampuan anda berbahasa inggris?

32 I Speaking ee mbak. Vocab saya thu masih minimalis banget belum lagi pronunciation saya jelek.

Oya mbak sama yang kata disambung sambung tapi artinya beda ki lho mbak. Contonya panjang

tangan itu.

33 N Ooo idioms?

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34 I Iya mbak idioms saya itu masih kurang banget tuh. kadang yang gitu gitu bikin saya gak ngerti

jatohnya miskomunikasi

35 N Ogitu ya mas, selain itu mas apa lagi yang mas rasa masih kurang?

36 I Ya itu mbak listening. Wong pernah ada tamu minta spoon denger saya soon.. Saya kan jadi

bingung mbak. Minta ginger saya dengernya linger.. ya saya mbatin tamu lanang kok njaluk linger.

hahahaha

37 N Hahahaha gitu ya mas. Berarti speaking sama listening ya mas?? kalo pas giving information

mas???

38 I Kalo itu endak masalah mbak soalnya kan saya juga udah ngapalin. Ya yang susah kalo mereka

minta special request itu yang tadi saya contohin itu lho mbak.

39 N Oooo gitu ya mas. Kalo tamunya pas ada yang complain?

40 I Ya itu tinggal di dengerin aja mbak ntar kita tinggal minta maaf trus bilang maaf untuk

ketidaknyamanannya mister ato miss gitu mbak.

41 N Ooo jadi tinggal didengerin aja ya mas???

42 I Iyaaaa.

43 N Brarti mas untuk dokumen dokumen mas jarang handle ya?

44 I Ya jarang mbak. Jadi front office itu ada satpam terus front man desk itu bagian saya, terus

reservasi sama bell boy mbak. Kami sudah ada tugasnya masing- masing.

45 N Ooo gitu yaa.

46 I Iya, gitu.

47 N Masnya udah berapa lama kerja di sini mas?

48 I Baru setahun mbak. Sebelumnya saya di travel agent.

49 N Oooo jadi sebenernya udah lama juga bertemu sama tamu asing??

50 I Ya lama mbak tapi ya tetep aja speaking kangelan.hahahahaha

51 N Hehehe gitu ya mas. Kalo gitu makasih ya mas buat interviewnya malam ini mas.

52 I Iya mbak sama sama.

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Interview session

Name : Prast (P)

Work place : Laras Asri Hotel and Resort

Length : 15.20 minute

1 N Selamat malam Mas Prast...

2 P Malam...

3 N Saya mau interview sehubungan dengan skripsi saya mas tentang need analysis di bidang

bahasa inggris untuk front office .

4 P Oh iya...

5 N Yang pertama mau saya tanyakan mas prast udah brapa lama kerja sebagai front office?

6 P Sudah 4 tahun lebih 5 bulan mbak.

7 N Ogitu berarti sudah sering banget berhadapan sama tamu asing ya mas?

8 P Ya iya mbak. Sering gitu..

9 N Kalo kendala kendala saat berkomunikasi dengan orang asing ada gak mas?

10 P Kendala itu ya mesti ada mbak mulai dari kendala teknis sampe dari manusianya sendiri.

11 N Bisa dijelasin ga mas itu?

12 P Jadi gini mbak kalo kendala tekhnis misal pas omong- omong di telepon trus suaranya

kemresek kalo endak putus- putus. Kalo dari manusianya misalnya kaya saya gini kan susah ya

mbak untuk bisa memahami kata kata yang disambung gitu mbak.

13 N Yang disambung gimana ya mas?

14 P Yang ada dua atau tiga kata disambung terus jadi beda artinya.

15 N Oalah kaya two or three word verb gitu mas?? Kaya idiom gitu?

16 P Ya kaya gitu lah mbak. Soalnya memang vocab saya aja masih belom jago. Ngomong satu kata

aja kadang masih bingung lha apa lagi kata yang disambung sambung mbak.

17 N Hahahaha. masnya bisa saja. Selain itu ada kendala lain apa gak mas??

18 P Ehmm.. Ada sih mbak kalo misalkan orang bulenya dari jepang ya itu ngomongnya kaya

terbata bata gitu mbak, apa mungkin dia juga kurang bisa bahasa inggris mungkin ya. Selain itu

yang paling banyak kan tamu dari Belanda ya mbak. Nah mereka itu kalo ngomong itu kayak

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kumur mbak. Artikulasinya gak jelas..

19 N Hehehe kumur kumur ya mas... bisa aja masnya. Berarti aksen juga berpengaruh untuk bikin

miskomunikasi ya mas??

20 p Iya banget mbak. Soalnya mereka juga kan bukan pemilik asli bahasa inggris mbak, mereka

juga belajar kan itu.

21 N Iya mas bener... jadi sama sama belajar ngomong bahasa inggris ya mas?

22 P Iya gitu mbakk......

23 N Berarti tadi mas untuk kendala di telepon banyaknya masalah tekhnisya??

24 P Ya mayoritasnya begitu mbak. Tapi ya ada juga tamu yang ngomongnya di telepon cepet

banget mbak, kayak ngomong ma tetangganya sendiri. Sedangkan kita disini kan masih plegak

pleguk juga mbak.

25 N Hehehe.. Lha masnya tau darimana kalo itu tamu yang telepon orang asing?

26 P Oh.. Itu kan kalo kita terima telepon kita pasti ada greeting dulu..”selamat pagi/siang/malam

dengan Laras Asri ada yang bisa kami bantu?”

27 N Oh jadi greeting itu pake bahasa Indonesia dulu ya mas?

28 P Iya mbak.. ehmm.. kalo si tamunya bilang “ do you speak English?” nah baru kita jawab pake

bhs Inggris. “yes sir/ma'am”

29 N O gitu mas.... sebenernya kemampuan apa sih yang ingin mas tingkatkan dalam Bahasa

Inggris?

30 P Yang pasti speaking ya mbak, soalnya mau ga mau kita kan harus banyak ngomong soalnya

kita sebagai front desk..

31 N Speakingnya itu bagian apa mas yang mau di tingkatkan?

32 P Saya mau bisa langsung respon saat ada tamu yang complain atau nanya service apa saja yang

mereka dapat gitu.. Saya paling bisanya cuma sorry sorry kalo ada yang complain..

33 N Oooo jadi buat dealing with complain ya mas?

34 P Iyaa mbak..

35 N Nah mas ketrampilan itu mas mau tingkatkan dari segi formal atau informal mas??

36 P Ya formal mbak..

37 N Kalau miskomunikasi yang lain ada gak ya mas?? kasih contohnya aja mas..

38 P Oo pernah mbak dan saya ga mungkin lupa itu... jadi ada customer telepon dia tu minta ganti

kamar yang delux aja mbak. waktu itu memang lagi promo.. tapi kan saya taunya dia uda

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pesen kamar mbak, nah dengan pedenya saya ke kamar pak Richard sambil bawa sabun Lux..

hahaha.. sumpah mbak malu banget akuuu.... ga mungkin lupa banget itu mbak.

39 N Hahaha... itu tamu dari mana mas?

40 P Dari Belanda mbak.. nah itu tuh gara gara ngomongnya kaya kumur kumur mbak..hehehe..

malu saya jadinya..

41 N Hehehe..

42 N Kalau dokumen tertulis mas? Ada gak yang harus pake bahasa inggris?

43 P Kalo dokumen tertulis yang formal formal itu tugasnya reservasi mbak, saya kan di front desk

jadi ya paling nulis memo atau special request.

44 N O gitu ya mas? Special request kayak gimana ya mas?

45 P Ya kalo tamu asing dari belanda kebanyakan mereka request kamar yang lantai 1 mbak.

biasanya yang menghadap ke lobby, kalo orang jepang lebih suka yang dekat pool. Kalo segi

makanan ada beberapa tamu asing yang pesan makanannya jangan pake kacang polong

karena alergi atau sarapan mereka maunya dibawa ke kamar jam 8 pagi gitu mbak.

46 N Ogtu mas...

47 P Iyaa..

48 N Kalo dari mas pribadi kemampuan apa yang mas rasa itu masih kurang gitu mas? Dalam hal

bahasa inggris ya mas.

49 P Speaking sama listening mbak.

50 N Bisa lebih spesifik mas?

51 P Kalo di speaking saya pingin bisa ngatasin saat tamu saya komplain mbak.. sama mau ningkatin

vocab dan pronunciation saya mbak.. soalnya saya kan di depan sendiri mbak kalo dealing

sama tamu..

52 N Oiya juga ya mas, kalo di listening?

53 P Saya pingin bisa paham sama yang tamu asing saya katakan terutama untuk orang belanda

sama jepang mbak.

54 N Kalo di writing sama reading berarti ga masalah ya mas?

55 P Ga ada mbak kan ada google..

56 N Hehehe bener juga...kalo gitu makasih ya mas buat waktunya malam ini...

57 P Iya mbak sama sama...