ANALYSIS USHER'S SERVICE, LANGUAGE FUNCTIONS, AND EXPRESSIONS FOR GUESTS AT ROCKBAR BALI BY AYANA RESORT

Abstract

In customer service sector, knowldege about language functions and expressions is very important. Besides that, to provide the best service, the usher must know about the sequence of service.  This research aims to analyze the sequence of service, language functions, and language expressions used by ushers when handling guests at RockBar Bali by Ayana Resort and Spa Jimbaran. This research is a qualitative research. The methods of the data collection are observation and interview. The instruments used are observation checklists and interview guides. Data analysis followed Miles and Huberman's (2014) methodology, involving data collection, organization, and synthesis to draw conclusions.  The study identifies consistent patterns in service delivery, including greeting, assigning seats, presenting the menu, and thanking guests. The language functions observed align with Brown's (2007) categorization of making requests, replying, extending greetings, and bidding farewell. Additionally, language expressions identified include greeting, introduction, and asking, consistent with Blundell et al.'s (1996) framework. The findings indicate that ushers at RockBar consistently adapt their language expressions to meet guests' needs, ensuring a positive experience. The study underscores the importance of adhering to service protocols and operational standards to enhance service quality, as supported by previous studies. The results highlight the crucial role of effective communication in creating a welcoming and efficient service environment at RockBar.