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All Journal Klasikal: Journal of Education, Language Teaching and Science
Tri Rusli Indah
Associate Professor, English Language Education Study Program, Faculty of Teacher Training and Education, Muhammadiyah University of Kendari, Southeast Sulawesi, Indonesia
Education Languange, Linguistic, Communication & Media Mathematics Other

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ENGLISH COMMUNICATION SKILLS OF FRONT OFFICE STAFFS IN KENDARI : STUDY CASE Ihya Ulumuddin; Tri Rusli Indah; Rahmat Nasrullah
KLASIKAL : JOURNAL OF EDUCATION, LANGUAGE TEACHING AND SCIENCE Vol 8 No 1 (2026): Klasikal: Journal of Education, Language Teaching and Science
Publisher : Fakultas Keguruan dan Ilmu Pendidikan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52208/klasikal.v8i1.1754

Abstract

This study investigates the English communication skills of Front Office staff in Kendari, Southeast Sulawesi, by examining the gap between theoretical linguistic competence and actual professional performance. Utilizing a case study design with a Convergent Parallel Mixed-Methods approach, data were triangulated from CEFR-based assessments, field observations, and in-depth interviews across five practitioners. The findings reveal that while linguistic proficiency ranges from A2 to C1 levels, professional success is primarily driven by functional pragmatism and compensatory strategies rather than mere grammatical accuracy. The research identifies critical hurdles such as Foreign Language Anxiety (FLA), physical fatigue from shift rotations, and phonological barriers (accents), which often lead to a "cognitive-affective gap" during high-stakes guest interactions. However, staff effectively mitigate these challenges through "Identity Switching," predictive listening, and the disciplined application of the HEAT Method. The study concludes that specialized, context-specific training focusing on auditory sensitivity and service recovery diplomacy is essential for enhancing professional oracy in regional hospitality sectors.
Co-Authors Ihya Ulumuddin Rahmat Nasrullah