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All Journal RETORIKA: Jurnal Ilmu Bahasa JURNAL MANAJEMEN AGRIBISNIS Sinkron : Jurnal dan Penelitian Teknik Informatika SINTECH (Science and Information Technology) Journal Journal of Language, Literature, and Teaching Pustaka : Jurnal Ilmu-Ilmu Budaya Humantech : Jurnal Ilmiah Multidisiplin Indonesia Jurnal Pendidikan dan Sastra Inggris (JUPENSI) Jurnal WIDYA LAKSMI (Jurnal Pengabdian Kepada Masyarakat) Journal of Comprehensive Science Blantika : Multidisciplinary Journal INOVTEK Polbeng - Seri Informatika Jurnal Pendidikan dan Sastra Inggris
I Kadek Agus Bisena
Institut Bisnis Dan Teknologi Indonesia
Religion Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Economics, Econometrics & Finance Education Electrical & Electronics Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Public Health Social Sciences Other

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Assessing English Language Proficiency Among Hospitality Employees: A Qualitative Study at Aksmi Suites and Villas, Ubud, Bali 2026 I Kadek Agus Bisena; Kadek Yogi Susana; Agus Ari Iswara
Journal of Comprehensive Science Vol. 5 No. 7 (2026): Journal of Comprehensive Science
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/jcs.v5i7.4229

Abstract

This study examines English language proficiency among employees at Aksmi Suites and Villas, Ubud, Bali, in response to the growing demand for effective communication in the hospitality industry. The increasing number of international tourists, many of whom use English as a primary language for communication, makes English competence a crucial factor in delivering high-quality hospitality services. The objective of this research is to assess employees’ English proficiency levels, identify communication challenges encountered during daily operations, and analyze their implications for improving service quality. A descriptive qualitative method was employed, involving 17 employees from various departments, including Front Office, Housekeeping, Food and Beverage, Kitchen, Engineering, Security, and Management. Data were collected through semi-structured interviews, direct English conversations, and workplace observations, and were analyzed using thematic analysis. The findings reveal that only a small proportion of employees demonstrate good English proficiency, while most exhibit moderate proficiency levels, and several still experience difficulties in using English effectively. The communication challenges identified include limited vocabulary, difficulties in understanding diverse accents, low confidence in speaking English, and an inability to handle guest complaints effectively. These limitations directly affect service consistency, communication effectiveness, and responsiveness. The study concludes that English proficiency significantly influences hospitality service quality, particularly within an international tourism environment. Therefore, structured and continuous English training programs are recommended to improve employee competence and enhance guest satisfaction and overall service performance at the resort.
Co-Authors Agus Ari Iswara Agus Ari Iswara, Agus Ari Ari Iswara, Agus Atmaja, Ketut Jaya Eddy Hartono Gede Diki Prasetya Gusti Ayu Mahadewi Gusti Nyoman Ayu Sukerti I Dewa Made Krishna Muku I Dewa Made Krishna Muku I Gede Yudi Arsana I GUSTI AGUNG AYU AMBARAWATI I Kadek Budi Sandika I Kadek Budi Sandika I Putu Dedy Sandana I Wayan Dharma Suryawan Kadek Yogi Susana Kadek Yogi Susana, Kadek Yogi Krisna, Gede Gana Eka Lisma Martarini, Ni Made Maria Osmunda Eawea Monny Maria Osmunda Eawea Monny Ni WAYAN SRI ASTITI Osmunda Eawea Monny, Maria Pirozmand, Poria Pramita, Dewa Ayu Kadek Putu Ananda Sitarasmi Saraswati, Ni Wayan Sumartini Sari, Ni Luh Pangestu Widya Sastaparamitha, Ni Nyoman Ayu J.