THE PROCEDURE AND LANGUAGE EXPRESSION USED BY FRONT OFFICE STAFF IN HANDLING CHECK – IN AT BINTANG BALI RESORT

Abstract

This research aims to determine the procedures and language expressions used by receptionists at Bintang Bali Resort when handling check-in. Bintang Bali Resort is a five-star hotel located on Jl. Kartika Plaza, Kuta. This research uses a descriptive study method, employing 2 subjects, namely supervisory staff who have worked for 2 years at Bintang Bali Resort. In this research, data were collected through observation and interviews. In analyzing data, this research employs steps (B. Milles and Huberman, 2014), namely data reduction, data presentation, and drawing conclusions. Data analysis shows that all methods of managing check-in are very important, and the dialect expressions used by each receptionist are different and varied but have the same reason, namely to create guest satisfaction, provide a good first impression, and make guests feel comfortable