Language Function Used by the Front Office Staff at Alosta Luxury Private Villa Ubud
Keywords:
Language functions, front office staff, communication, hospitalityAbstract
This study aims to analyze the language functions used by front office staff in interacting with guests at the hotel, by referring to the language function theory proposed by Joos (1976) and Halliday (2004). Joos' theory divides language registers based on communication situations that include five types of language styles, namely frozen, formal, consultative, casual, and intimate. Meanwhile, Halliday's theory focuses on language functions, which include ideational, interpersonal, and textual functions. This study uses a descriptive qualitative approach with observation and interview methods with front office staff at Alosta Luxury Private Villa Ubud. The results of the analysis show that front office staff use various types of language styles and language functions according to the communication context that occurs, such as providing information, welcoming guests, or resolving complaints. Formal and consultative language styles are predominantly used in more formal interactions, while casual styles appear in more relaxed and intimate situations. The interpersonal language function is very visible in communication that aims to build good relationships with guests, while the ideational function is used in conveying information related to hotel services. This study provides insight into the application of language function theory in a professional context, especially in the hospitality industry.
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