LANGUAGE FUNCTION AND EXPRESSION USED TO HANDLE COMMON GUEST’S COMPLAINTS BASED ON PROCEDURE IN DISCOVERY KARTIKA PLAZA HOTEL BY THE RECEPTIONIST

Abstract

Guest Complaints should be handled appropriately by hotel reception staff using polite expressions in order to give satisfaction to hotel guests. This study investigates the language function and expression utilized by receptionists at Discovery Kartika Plaza Hotel in handling complaints based on established procedures. The data were gathered by interviewing three reception staff in the hotel using field-note. The gathered data were analyzed descriptively using theory proposed by Mhlanga (2011) for the types of complaint, and DeWitt and Brady (2003) for language function and expression. It is shown that there were three types of complaints, namely mechanical, attitudinal, and service-related complaints. It is also revealed that the reception staff followed the established procedure of the hotel, including empathetic listening, problem-solving, offering solutions, apologizing, reassurances, and follow-up actions are identified as essential components in handling guest complaints. A variety of language functions and expressions were employed by the reception staff.