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INDONESIA
Lingua Scientia Journal
Published by Universitas Pendidikan Ganesha
ISSN : 08549125     EISSN : 25992678     DOI : -
Core Subject : Education,
Languange, Linguistic, Communication & Media
Lingua Scientia is a journal committed to publishing studies in the area of foreign language teaching and learning and linguistics. It adopts diverse theoretical and methodological perspectives in exploring a wide range of current issues in foreign language teaching and linguistic studies. Subject areas of study include, but are not limited to: Foreign language teaching, general linguistics (phonology, morphology, syntax, semantics, pragmatics), curriculum Development, applied linguistics, translation studies, (critical) discourse analysis, and intercultural communication.
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Search results for , issue "vol. 32 no. 2 (2025)" : 1 Documents clear
LANGUAGE FUNCTIONS AND EXPRESSIONS IN HANDLING COMPLAINT: AN ANALYSIS OF GRAMMAR USED BY RECEPTIONISTS AT BALI MANDIRA BEACH RESORT AND SPA. Hanamika Rusli; Made Dharma Susena Suyasa; Made Aryawan Adijaya
Lingua Scientia Vol. 32 No. 2 (2025)
Publisher : Undiksha Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/ls.v32i2.109042

Abstract

Language functions and expressions are important in handling various complaints in hospitality context. This study aimed to analyse the types of guest complaints, the language functions and expressions used, and the grammatical accuracy demonstrated by front office receptionists at Bali Mandira Beach Resort and Spa. This study employed a descriptive qualitative approach. The data were collected through direct observation and semi-structured interviews involving four receptionists experienced in handling guest complaints. The analysis in this study was guided by Norwell’s theory (2005) in classifying the types of complaints. The language functions were analyse based on Jakobson’s theory (1960), and Wirtz’s theory (2018) regarding service recovery expressions was also employed. In analysing grammatical elements, Celce-Murcia and Larsen-Freeman’s theory (1999) was employed. The findings reveal that four types of complaints were used by the guests, namely service-related, mechanical, attitude-related, and unusual complaints. In handling those complaints, the receptionists predominantly used emotive, referential, and conative language functions, realized through apologies, expressions of empathy, clarification, solution offering, and compensation. This study also reveals that although communication was generally effective, several grammatical errors were used by the receptionists, particularly in the usage of verb in tenses and subject–verb agreement. These findings suggest that language functions and expressions as well as grammatical knowledge play an important role in maintaining professionalism in hospitality service interactions and should be mastered.

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