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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.
Arjuna Subject : -
Articles 233 Documents
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EXPLORING THE ENGLISH LANGUAGE NEEDS OF WAITRESSES AT BAMBOO CAFÉ, PENGLIPURAN VILLAGE Ni Luh Eka Setyawati; Ni Putu Alia Anjani; Ni Nyoman Padmadewi
Lingua Scientia Vol. 33 No. 1 (2026)
Publisher : Undiksha Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/ls.v33i1.116190

Abstract

Penglipuran Village in Bali is one of the popular cultural destinations in Indonesia that attracts both local and foreign visitors. As a restaurant located in this tourism area, Bamboo Café serves customers from different countries, making English an important tool for daily communication. This study aimed to explore the English language needs of waitresses at Bamboo Café, Penglipuran Village. A descriptive qualitative design was used in this study. The participants were waitresses and the restaurant manager. Data were collected through semi-structured interviews, observations, and document analysis. The data were analyzed based on needs analysis framework focusing on necessities, lacks, and wants. The findings showed that waitresses used English when greeting guests, explaining food and beverage menus, taking orders, answering customer questions, and providing information related to Penglipuran Village. However, they still faced some difficulties when using English. Most participants had limited vocabulary related to food, beverages, and cultural information. Therefore, English learning materials for waitresses should focus on hospitality communication and restaurant service activities.
BELLBOYS' VERBAL AND NON-VERBAL COMMUNICATION STRATEGIES IN ENHANCING GUEST SERVICE EXPERIENCE DURING CHECK-IN AND CHECK-OUT PROCESSES AT GRAND MIRAGE RESORT Dewa Dharma Santika; Made Suardana
Lingua Scientia Vol. 33 No. 1 (2026)
Publisher : Undiksha Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/ls.v33i1.116198

Abstract

Communication plays a vital role in the hospitality industry, particularly in ensuring service quality and maintaining guest satisfaction. Bellboys, as frontline employees, interact directly with guests during the check-in and check-out processes, making effective communication an essential aspect of service delivery. This study aims to identify, describe, and analyze the verbal and non-verbal communication strategies used by bellboys in enhancing guest service experiences at Grand Mirage Resort. A descriptive qualitative method was employed, with data collected through observations, interviews, and documentation. The findings reveal that verbal communication is primarily used to greet guests, provide information, confirm requests, offer assistance, and maintain smooth interactions throughout the service process. In addition, non-verbal communication, including eye contact, facial expressions, body posture, gestures, and professional appearance, plays a significant role in conveying friendliness, politeness, confidence, and professionalism. The integration of verbal and non-verbal communication contributes positively to guest satisfaction and the overall service experience. However, the study also identifies several challenges, including inconsistencies in communication practices and limited awareness of the importance of non-verbal cues among some bellboys. Therefore, regular communication training and continuous professional development are recommended to strengthen communication competencies and further improve service quality in the hospitality industry.
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.

Page 24 of 24 | Total Record : 233

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