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
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
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
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
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.
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
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
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
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
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
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.
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
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
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
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,
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
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,
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
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
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
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
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
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
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
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APPENDIX 1
Questionnaire
Nama:
Jenis kelamin:
Usia:
Lingkarilah jawaban yang menurut anda paling tepat.
1. Sudah berapa lama anda bekerja sebagai receptionist?
a.<5 tahun b.5-10 tahun c.>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?
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?
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)
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?
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 teli ga lebih lebar lagi, dia bil i ti ya aja. Kalau e ggak ya aku bila g pardo 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.
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
Interview session
Name : Prast (P)
Work place : Laras Asri Hotel and Resort
Length : 15.20 minute
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??
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 ka kalo kita teri a telepo kita pasti ada greeti g dulu.. sela at pagi/sia g/ ala
de ga Laras Asri ada ya g bisa ka i ba tu?
27 N Oh jadi greeting itu pake bahasa Indonesia dulu ya mas?
28 P Iya bak.. eh .. kalo si ta u ya bila g do you speak E glish? ah baru kita jawab pake
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..
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..
