THE ANALYSIS OF ENGLISH-SPEAKING SKILLS OF RECEPTIONISTS AT GOLDEN TULIP HOTEL PONTIANAK

Abstract

English is an essential communication tool in global industries such as hospitality, where staff frequently interact with international guests. This study focuses on the English-speaking skills of receptionists at Golden Tulip Hotel Pontianak, a four-star hotel in Indonesia. It was conducted in response to observed challenges in English communication between receptionists and foreign guests. Using a descriptive qualitative method, the study assessed the proficiency levels of four front office staff through direct observation, interviews, and speaking tests. Findings revealed varied speaking proficiency: two participants (TM and MD) were at Level 1 – Very Basic, one (YD) at Level 2 – Basic Work-Related Proficiency, and one (AF) at Level 3 – Intermediate Professional Proficiency. Common difficulties included limited vocabulary, poor pronunciation, frequent grammar errors, and low comprehension. These results highlight the need for structured English language training, especially for those with lower proficiency. Improving verbal communication among front office staff is crucial to enhancing guest satisfaction and overall service quality. Further research could involve larger-scale studies in destinations with high international English-speaking tourist traffic to explore overall English-speaking proficiency. This would help identify common challenges across roles and support development of targeted language training programs tailored to specific needs.