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All Journal Pusaka : Journal of Tourism, Hospitality, Travel and Business Event
Naniana Nimrod Benu
Artha Wacana Christian University
Humanities Decision Sciences, Operations Research & Management Environmental Science Languange, Linguistic, Communication & Media Other

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Tourism English Manner in Guest Complaint Handling: Hospitality Students’ On-the-Job Training Experiences Ni Made Ayu Sulasmini; Denok Lestari; Naniana Nimrod Benu
Pusaka : Journal of Tourism, Hospitality, Travel and Business Event Vol. 8 No. 2 (2026): August-December
Publisher : Politeknik Pariwisata Makassar, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33649/pusaka.v6i2.949

Abstract

Effective guest complaint handling in hospitality requires the integration of linguistic competence, emotional awareness, politeness, and professional service behavior. However, these competencies are often examined separately, resulting in a fragmented understanding of hospitality communication. This study explores Tourism English Manner (TEM) as an integrative framework comprising three dimensions: Reflective, Utter, and Serve. Using a mixed-method case study, the research involved 79 hospitality students from Institut Pariwisata dan Bisnis Internasional (IPBI) Bali who had completed On-the-Job Training (OJT). Data were collected through questionnaires and focus group interviews, with qualitative data analyzed thematically and survey results used to support interpretation. The findings reveal that students demonstrated three interconnected communication practices when handling guest complaints. First, they showed awareness of guest dissatisfaction but limited engagement in deeper reflective processes such as emotional regulation and critical self-evaluation. Second, they frequently employed polite English expressions, empathy, and negotiation strategies to maintain positive interactions. Third, they demonstrated strong service recovery skills through problem-solving actions and professional responses. The study positions TEM as a holistic communication model and highlights the need to strengthen reflective learning in hospitality English education.
Co-Authors Denok Lestari Ni Made Ayu Sulasmini