Hospitality Meets Language: Addressing English Communication Barriers in Indonesian Hotels Based on Tripadvisor Guest Reviews

Universitas Bina Sarana Informatika, Indonesia

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Abstract

Effective communication is crucial in the hospitality industry. However, communication challenges between hotel staff and foreign guests may arise in countries where English is not widely spoken, such as in Indonesia. This study aims to identify the English language barriers encountered by Indonesian hotel staff during their interactions with foreign guests, drawing on insights from TripAdvisor guest reviews, and propose strategies to overcome these obstacles. Using a qualitative approach, 70 relevant guest reviews were thematically analyzed. The findings revealed three main barriers: poor comprehension, limited vocabulary, and a lack of fluency. These issues lead to miscommunication between guests and hotel staff, confusion, frequent repetition, service failures, and guest dissatisfaction. To overcome these language limitations, several strategies have been recommended, including the implementation of English training programs tailored to hospitality contexts, the use of visual aids, regular monitoring of guest feedback, and the utilization of technology-assisted communication tools. The proposed training materials focused on listening practice with diverse English accents, essential vocabulary, common expressions, and practical dialogues related to telephone communication, front office operations, restaurant and room service, and housekeeping interactions. Addressing these language issues is expected to significantly enhance service quality and foreign guest satisfaction in the future.