VERBAL AND NON-VERBAL LANGUAGE USED BY FRONT OFFICE STAFF AT SUNRISE AVENTUS HOTEL NUSA DUA

Abstract

This research aims to find out what verbal and non-verbal language used by front office staff to carry out their duties as Front Office Staff at Sunrise Aventus Hotel Nusa Dua. Sunrise Aventus Hotel Nusa Dua is a four-star hotel located in Nusa Dua area. This research uses a descriptive study method, using 3 subjects, namely front office staff who have worked at Sunrise Aventus Hotel Nusa Dua for two years from the opening of Sunrise Aventus Nusa Dua. Data were collected by observation, interview and questionnaire distribution. In analyzing the data, the research applies Miles & Huberman’s (1994) steps, namely data reduction, data presentation, and conclusion drawing or verification. Data analysis showed that the front office staff at Sunrise Aventus Hotel Nusa Dua used both verbal and non verbal communication to create a welcoming and supportive environment for guests. Their consistent use of smiles, friendly gestures, and clear, helpful verbal interactions enhances guest satisfaction and contributes to a positive guest experience.