AN ANALYSIS OF POLITENESS STRATEGY USED BY RECEPTION AT BALI GARDEN BEACH HOTEL

Abstract

Politeness strategies play a crucial role in the hospitality industry, where service quality directly impacts customer loyalty. This study investigates the implementation of politeness strategies by front office receptionists at Bali Garden Beach Hotel using a descriptive qualitative approach. Five receptionists were observed to identify the types and frequencies of politeness strategies employed during interactions with guests, based on Brown and Levinson’s (1987) politeness theory. Data were collected through observation, interviews, note-taking, and document study, using instruments such as observation sheets, interview guides, and field notes. The analysis focused on 107 receptionist utterances. Findings revealed the use of all four politeness strategies: negative politeness, positive politeness, bald on record, and off-record. Negative politeness was the most frequently used (44.9%), indicating efforts to show respect, minimize imposition, and maintain professionalism. Positive politeness (22.4%) reflected attempts to build rapport, while bald on record (21.5%) was used for directness and efficiency. Off-record strategies (11.2%) appeared in more ambiguous or indirect situations. The study contributes both practically and theoretically by highlighting how politeness enhances service interactions and offers insights for English for Specific Purposes (ESP) and pragmatic studies in hospitality contexts.