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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 A. A. Gede Wijaya Antara, Ida Bagus Ketut Soma Arsana, I Gede Eka Arsana, I Gede Eka Arun Suwi Arianty, A. A. Ayu Barut, Gabriela Stevani Budi, Agung Permana Christhofer Anugrah Singgih Tio Cokorda Istri Sri Apriyani Sudarsana Denok Lestari Dewi, I Gusti Ayu Melistyari Dika Pranadwipa Koeswiryono, Dika Pranadwipa Dwitama, I Made Doni Priawan Febianti Febianti Gabriela Stevani Barut I Gede Eka Arsana I Gede Gio Pana Saputra I Gusti Ayu Melistyari Dewi I Made Gowinda I Nengah Sudipa I Nyoman Gede Astina I Putu Agus Hary Indrawan12 I Putu Edy Suardiyana Putra I Wayan Eka Mahendra I Wayan Mulyawan I Wayan Simpen I Wayan Simplen I Wayan Simplen Ida Ayu Gayatri Kesumayathi Ida Ayu Kade Cintia Wati IDA BAGUS GDE PRANATAYANA Ida Bagus Gde Pranatayana Ida Bagus Ketut Soma Antara Kadek Ayu Ekasani Komang Trisna Pratiwi Arcana Lidya Sari, Marcella Luh Eka Susanti Luh Putu Artini Made Sri Satyawati Naniana N Benu Naniana N. Benu Naniana Nimrod Benu Negara , I Kadek Satria NEVIATY PUTRI ZAMANI Ni Luh Diah Mirayanti Ni Luh Putu Intan Nirmalasari Ni Luh Supartini Nirmalasari, Ni Luh Putu Intan Nugraha , I Gede Putra Olivia, Ni Putu Mira Padmadewi . Pantiyasa, I Wayan Paramita, Putu Dian Yuliani Parwati, Komang Shanty Muni Permadi, Galan Dion Prasetyo, Lery Putu Devi Rosalina Putu Eka Wirawan Putu Junio Figo Budiwan Rena Mariani, Ni Wayan Rismayani , Komang Saputra, I Gede Gio Pana Sari, Ni Kadek Megi Purnama Semara, I Made Trisna Sentanu, I Nyoman Tri Mulya Suprapto , I Nyoman Arto Suwintari, I Gusti Ayu Eka Timur , Nizharbenda Vikhan Tunjungsari, Komang Ratih Wati, Ida Ayu Kade Cintia Wibawa, I Gede Made Agus Guna Widhyadanta, I Gede Dirga Surya Arya Yani, Ni Wayan Mega Sari Apri Yundari, Yundari