Analisis Kebutuhan Bahasa Inggris Front-Line Staff: Studi Kasus Di Hotel Indigo Bali Seminyak Beach

Ni Luh Sara Oktaviyanti; Ni Putu Prapti Budasari K; I Kadek Suara Adi Saputra; Dewa Putu Eka Putrawan; I Wayan Agus Ananda Putra; I Wayan Windutama; Made Nova Buanaputra

Authors

Ni Luh Sara Oktaviyanti Politeknik Bali Maha Werdhi
Ni Putu Prapti Budasari K Politeknik Bali Maha Werdhi
I Kadek Suara Adi Saputra Politeknik Bali Maha Werdhi
Dewa Putu Eka Putrawan Politeknik Bali Maha Werdhi
I Wayan Agus Ananda Putra Politeknik Bali Maha Werdhi
I Wayan Windutama Politeknik Bali Maha Werdhi
Made Nova Buanaputra Politeknik Bali Maha Werdhi

Keywords:

English for Specific Purposes (ESP), Staf Front-line, Industri Perhotelan

Abstract

Penelitian ini bertujuan untuk menganalisis kebutuhan bahasa Inggris staff front-line di Hotel Indigo Bali Seminyak Beach. Penelitian ini menggunakan pendekatan kualitatif deskriptif untuk mengeksplorasi perspektif partisipan dalam konteks kerja alami mereka. Partisipan penelitian dipilih secara purposive, yang meliputi staff front-line (resepsionis, concierge, dan guest relation officer) serta pihak manajerial. Data dikumpulkan melalui wawancara semi-terstruktur dan observasi non-partisipan, kemudian dianalisis menggunakan analisis tematik berdasarkan kerangka English for Specific Purposes (ESP), khususnya Target Situation Analysis (TSA), Present Situation Analysis (PSA), dan kebutuhan pembelajaran. Hasil penelitian menunjukkan bahwa bahasa Inggris digunakan secara intensif dalam aktivitas operasional seperti pelayanan tamu, pemberian informasi, dan penanganan keluhan, dengan komunikasi yang menuntut pola wacana terstruktur serta penggunaan bahasa yang profesional dan empatik. Namun, ditemukan adanya kesenjangan pada aspek grammar, pemahaman aksen internasional, kepercayaan diri dalam berbicara, serta kemampuan komunikasi pragmatik. Oleh karena itu, penelitian ini menekankan pentingnya pelatihan berbasis ESP yang bersifat praktis, kontekstual, dan berfokus pada komunikasi nyata di tempat kerja. Temuan ini dapat menjadi dasar dalam merancang program pelatihan bahasa yang efektif sesuai dengan standar industri perhotelan internasional

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