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All Journal Jurnal Riset Rumpun Ilmu Sosial, Politik dan Humaniora (JURRISH)
Rismanda Aurylia Raspati
Universitas Pendidikan Nasional
Environmental Science Social Sciences

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Proses Adaptasi Komunikasi Lintas Budaya Antara Pegawai Hotel Masainn dan Tamu Internasional Rismanda Aurylia Raspati; Putri Ekaresty Haes; Jonathan Jacob Paul Latupeirissa; Ni Luh Yulyana Dewi
Jurnal Riset Rumpun Ilmu Sosial, Politik dan Humaniora Vol. 5 No. 3 (2026): Jurnal Riset Rumpun Ilmu Sosial, Politik dan Humaniora
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jurrish.v5i3.7864

Abstract

Bali, as an international tourism destination, serves as a space for cross-cultural interactions that require effective communication skills, particularly in the hospitality sector. Hotel Masa Inn serves predominantly international guests, requiring front office staff to adapt to cross-cultural communication. This study aims to analyze the process of cross-cultural communication adaptation between Hotel Masainn employees and international guests through the perspective of Willingness to Communicate (WTC). A descriptive qualitative approach was employed using observation, structured interviews, and document analysis. Informants were selected purposively from front office staff. The findings indicate that communication adaptation is carried out through basic English proficiency, the use of nonverbal communication, active interaction, and intrinsic motivation to improve language skills. However, this process also faces challenges in the form of communication anxiety and situational pressure, particularly when dealing with repeater guests. Within the WTC framework, employees’ willingness to communicate is influenced by self-confidence, motivation, anxiety, and interactional context, which collectively contribute to service quality and international guest satisfaction.
Co-Authors Latupeirissa, Jonathan Jacob Paul Ni Luh Yulyana Dewi Putri Ekaresty Haes