Damayanti, Desak Ketut Citra (2025) COMMUNICATION PROBLEMS FACED BY WAITERS AND WAITRESSES IN SERVING GUESTS AT COURTYARD BY MARRIOTT BALI SEMINYAK RESORT. Undergraduate thesis, Universitas Pendidikan Ganesha.
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Abstract
This study employs a qualitative research design, using observation and interview as collection methods. Observation sheets and interview guidelines served as the main instruments. This study examines the communication problems faced by waiters and waitresses in serving guests at Courtyard by Marriott Bali Seminyak Resort. The observation sheet guidelines include several aspects of communication problems, namely ambiguous or unclear words, long utterances, problems with different accents, speed of speech, problems with attention, distracted concentration, English terms in F&B service, Pronunciation, problems with product knowledge. The findings show that the staff experienced from a low of four to a high of six communication problems. For example, the first waiter staff experienced 58,3% problems, waitresses staff experienced 66,6%, and finally the third waiter staff experienced fewer communication problems at 41,6%. From these results of observation and online interview, the communication problems faced by three staff were ambiguous or unclear words, problem with listening, distracted concentration, and problem with pronunciation, and guest inability speak English each of which was experienced equally by all staff. These communication problems are not always caused by the staff themselves, but they can occur due to the crowded situation of the restaurant, the sound of music and the voices of many guests. In addition, the problem occurs due to the factor of guests who cannot speak English and the small voice of the guests. They handle communication problems by using the LEARN model of complaint handling techniques. In addition to applying various communication techniques, staff are also required to bring problems to their manager for appropriate solutions. Communication problems encountered include serving non-English speaking guests with the help of Google Translate and showing photos of the food, as well as dealing with ignorant guests in a professional manner by reconfirming the order until it is correct.
| Item Type: | Thesis (Undergraduate) |
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| Uncontrolled Keywords: | English, Waiters, Waitresses, Communication Problem |
| Subjects: | P Language and Literature > P Philology. Linguistics P Language and Literature > PE English |
| Divisions: | Fakultas Bahasa dan Seni > Jurusan Bahasa Asing > Program Studi Bahasa Inggris Untuk Komunikasi Bisnis dan Profesional (D4) |
| Depositing User: | Desak Ketut Citra Damayanti |
| Date Deposited: | 24 Jul 2025 00:23 |
| Last Modified: | 24 Jul 2025 00:23 |
| URI: | http://repo.undiksha.ac.id/id/eprint/25847 |
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