AN ANALYSIS OF LANGUAGE FUNCTION FOUND IN … analysis of language function found in english used by receptionists in bali brasco by ... m.pd. dr.i made iwan indrawan jendra.,

AN ANALYSIS OF LANGUAGE FUNCTION FOUND IN ENGLISH USED

BY RECEPTIONISTS IN BALI BRASCO

BY

Luh Ayu Andayani,A.Md

11.8.03.51.31.2.5.4523

ENGLISH DEPARTMENT

THE FACULTY OF TEACHER TRAINING AND EDUCATION

MAHASARASWATI UNIVERSITY

2013

AN ANALYSIS OF LANGUAGE FUNCTIONS FOUND IN ENGLISH

USED BY RECEPTIONISTS IN BALI BRSCO

THESIS

A partial fulfillment of the requirements for the Sarjana Pendidikan Degree in

English Department

Faculty of Teacher Training and Education Mahasaraswati Denpasar University

BY:

LUH AYU ANDAYANI, A.Md

NPM: 11.8.03.5.1.31.2.5.4523

ENGLISH DEPARTMENT

THE FACULTY OF TEACHER TRAINING AND EDUCATION

MAHASARASWATI UNIVERSITY

2013

APPROVAL SHEET

1

This thesis entitled “An Analysis Of Language Functions Found In English Used

By Receptionists In Bali Brasco” has been approved and accepted as Partial Fulfillment

Department for the Sarjana Pendidikan degree in English Department Faculty of

Teacher Training and Education, Mahasaraswati University.

Advisor I Advisor II

Nengah Dwi Handayani, S.Pd., M.Pd. Dr.I Made Iwan Indrawan Jendra., S.S.,M.Hum

NPK. 82 8410 315 NIP. 197305302001121001

APPROVAL SHEET

2

This thesis has been examined by the commitee on oral examination on

Chief Examiner

Ni Wayan Krismayani, S. Pd., M.Pd.

NPK. 82 8410 333

Examiner I Examiner II

Nengah Dwi Handayani., S.Pd., M.Pd. Dr.I Made Iwan Indrawan Jendra., S.S.,M.Hum

NPK. 82 8410 315 NIP. 197305302001121001

Approved by

Dean of the Faculty of Teacher Head of English Department

Training and Education

Prof. Dr. Wayan Maba I Komang Budiarta, S.Pd.

NIP 195812311983031032 NPK 82 8208 306

ACKNOWLEDGEMENT

First of all, I would like to express my gratitude to Ida Sang Hyang Widhi

Wasa as without His blessings this final project could not be finished.

Grateful thanks also goes to my great advisor, Ms. Nengah Dwi

Handayani.S.Pd.M.Pd. as the first advisor and Mr. Dr. I Made Iwan Indrawan

Jendra,S.S.M.Hum as the second advisor, who have given such useful guidance,

helpful corrections, advices, and supports during accomplishing this final report.

Special thanks to my beloved family, all of my fellow students English

department, I cannot go this far without them supporting me.

This final project is still far from perfect. Moreover, any criticism,

opinions, and suggestions are valuable things for the improvement. Finally, I wish

it would give advantages to the related parts.

Denpasar, August 2013

The Researcher

ABSTRACT

Andayani, Luh Ayu A.Md.2013.An Analysis Of Language Functions Found

in English Used By Receptionists In Bali Brasco First Advisor

: Ni Nengah Dwi Handayani, S.Pd. M.Pd Second Advisor : Dr.

I Made Iwan Indrawan,SS.M.Hum

Key Words: language functions, receptionist, bali brasco

This study was mainly intended to analyze language functions used by

receptionists in Bali Brasco. The subject of this study was four (4) receptionists

working in morning, middle and afternoon shift. The researcher implemented a

descriptive design in the study. The researcher concluded the language functions

found in English used by receptionist in Bali Brasco were “ asking for

information, giving situation, denying something, offering something, certain or

uncertain, permission, expressing hope, repeating, suggestion, offering assistance ,

greeting and thanking . For examples “receptionists used language function asking

for information such as “body massage how long?”, “for the room separate or

together? “, how many voucher do you have?”, where are you come from?”, “

what time you will do”?, how many person of you?”.Besides, the teacher could

apply the result of the study towards in teaching English In teaching and learning

processand the result of this study can used as references who wanted to study

about tourism industry especially about language functions used by receptionists..

TABLE OF CONTENTS

COVER 2 ..................................................................................................... ii

APPROVAL SHEET 1 ............................................................................... iii

APPROVAL SHEET 2 ............................................................................... iv

ACKNOWLEDGEMENT .......................................................................... v

ABSTRACT ................................................................................................. vi

TABLE OF CONTENTS ............................................................................ vii

LIST OF TABLES ...................................................................................... ix

LIST OF APPENDICES ............................................................................ x

CHAPTER I INTRODUCTION

1.1 Background of Study .................................................................. 1

1.2 Statement of Research Question ................................................. 2

1.3 Purpose of Study ......................................................................... 3

1.4 Limitation of Study ..................................................................... 3

1.5 Significance of Study .................................................................. 3

1.6 Assumptions ............................................................................... 4

1.7 Definition of Key Terms ............................................................ 4

1.8 Theoretical Framework ............................................................... 5

CHAPTER II REVIEW OF RELATED LITERATURE

2.1 Communication ........................................................................... 6

2.1.1 Definition of Communication ...................................... 6

2.1.2 Language in Communication ....................................... 7

2.2 Language Function ...................................................................... 9

2.2.1 The Function of Language ........................................... 9

2.2.2 Type of Language Function ......................................... 10

2.3 Language Expression .................................................................. 12

2.4 Receptionist ................................................................................. 13

2.5 Bali Brasco .................................................................................. 14

CHAPTER III RESEARCH METHOD

3.1 Research Design .......................................................................... 16

3.2 Population of Study ..................................................................... 16

3.3 Sample of Study .......................................................................... 17

3.4 Research Instrument .................................................................... 17

3.5 Data Collection............................................................................ 17

3.6 Data Analysis .............................................................................. 19

CHAPTER IV FINDINGS AND DISCUSSION

4.1 Finding ........................................................................................ 20

4.1.1 The Observation Result of Receptionist 1 ................... 20




4.2 Discussion ................................................................................. 26

4.2.1 The description about language functions.................... 26

4.2.2 The implications of language function .................... 29

CHAPTER V CONCLUSION AND SUGGESTION

5.1 Conclusion .................................................................................. 31

5.2 Suggestion ................................................................................... 32

REFERENCES

APPENDICCES

LIST OF TABLES

Table 1 Example of Data Collection ............................................................. 18

Table 2 Example of Data Analysis................................................................ 19

Table 3 The Observation Result of Receptionist 1 ....................................... 20

Table 4The Observation Result of Receptionist 2 ........................................ 24

Table 5The Observation Result of Receptionist 3 ........................................ 27

Table 6 The Observation Result of Receptionist 4 ....................................... 30

LIST OF APPENDICES

Appendices 1 Company Profile Bali Brasco

Appendices 2 Conversation Receptionist 1




CHAPTER I

INTRODUCTION

1.1 Background

Bali Brasco is a new one stop destination in Kuta Bali. It has the biggest

Factory Outlet in Bali, Bags and Shoes Boutique ,Coffee shop, Spa with Capacity

62 pax, Reflexology, Salon and Nail with Japanese Technology, and also Meeting

Hall. There are many guests come to Bali Brasco to enjoy products and services

there, such as from Singapore, Australia, Europe, Japanese ,Korea,and etc.

Therefore, all staffs in Bali Brasco must understand and be fluent in using foreign

languages , especially English.

Service is the most important thing used in hospitality industry to improve

the quality. Every tourism department has different way to improve their service

including try to make something different to attract attention of the guests. A good

language and communication is very influential to guest statisfaction . Marlina

as stated by Savignon in Kusumayanti (2011), propounds that function of

language refers to things the speakers do with their language in communication.

For example: agreeing, greeting, giving command, taking leave, describing,

asking for information, etc.

Cases are found when the resaercher doing her work as a Marketing

Executive in Bali Brasco. Some of the receptionists find that it is very difficult to

handle guests. For example, when a receptionist handles a group who check in for

spa she found it is very difficult to communicate the treatment to the group.

Sometimes, guests come early before the check-in time, the rooms for spa are not

ready, and the receptionist can not make a good explanation with the guests. It is a

very stressful situation when there are complaints about guests’ services. Good

English when handling guests will give a good effect to the guest’ satisfaction.

The study on language function was also conducted in 2011 by Deny

Kusumayanti which was a student of DIII English Department in Undiksha. The

purpose of this study is to identify language functions and language expression

used by GSE to handle complaint at Tune Hotels, Kuta –Bali. There were 5

receptionists taken as sample out of 12 staffs. There were 9 language functions

which have frequency 100% and should be into “always-used”, there were 5

language functions which have frequency 80% and should be into “sometimes-

used”, And there were 1 language functions which have frequency 20% and

should be into “never-used”.

The resercher found this problem which is faced by many receptionist in

Bali Brasco, nor in other destination in Bali. Therefore, the resercher gladly adapts

the problem in her final project. In this project, the resercher analysis the

Language function found in englisht used by the receptionists in Bali Brasco. The

writer hopes that the research can be used by the students of Mahasaraswati as

guidelines if they want working at hospitality industry or tourism industry.

1.2 Statements of Research Question

Based on the background of study, the statement of problem can be

formulated as follows:

1. What are kinds of language functions found in English used by the

receptionists of Bali Brasco?

2. What are the implications of this research on language

function found in english towards the English language

teaching?

1.3 Purpose of the study

According to the problems stated above, the purposes of the present study

are :

1. To find out kinds of the language functions found in English used

by the receptionists of Bali Brasco

2. To find out the implications of this research toward the

English language teaching.

1.4 Limitation of the Study

This present study is focused on analysis of language function found in

English used by the receptionists of Bali Brasco when handling guests. Language

function is one of important thing that must be understood by the receptionists of

Bali Brasco to make a good communications with the guest.

1.5 Significances of the Study

This report has been made and hoped to have several significances as

the following:

1. Theoretically

The theoretical significance from this study are to contribute a theoretical

knowledge to the students who are interested in conducting similar research and

the result of this research can used by the lecturer as a guide in teaching about

speaking.

2. Practically

The practical significance for the students is the student can learn this

study taken from the experience the resercher, especially about language functions

found in English uses by the receptionists in Bali Brasco.

1.6 Assumptions

For the purpose of the underlying study, it is necessary to assume the

following things. The assumptions are as follow :

1. The receptionists of Bali Brasco are assumed to have different

characters, education background, age, motivation, attitude,

inelegance and social economic background. These differences make

some effect about their ability to have a good language and good

communication with the guests.

2. The receptionists of Bali Brasco are assumed facing stressful

situation when there are guests’ complaint about the products and

services.

3. The receptionists of Bali Brasco are further assumed to use good

languages in doing communication with the guests coming when

giving services.

1.7 Definition of Key Terms

1. An Analysis

Analysis is the process of breaking a complex topic or substance

into smaller parts to gain a better understanding of it.

2. Language Function

Language funtion is what we say for a specific purpose, whether

apologizing, expressing a wish, or asking permission to fulfill our

purposes.

3. Receptionists of Bali Brasco

Receptionist is front office staffs who work in Front office

department and working in multi tasking also manage priorities whenever

needed to chance speed of service. Receptionist responsibilities are;

check-in and check-out process, walk-in booking, inquiries and also

handling complaints. The rule as receptionist is critical in communicating

limited service concept to guests and others around and ensuring guest

satisfaction. The receptionist position contributes to Bali Brasco succes

by providing Bali Brasco service to all guests.

1.8 Theoretical Framework

A scientific study which was expected to contribute theoretical and

practical significance should be conducted on the basic of relevant theoretical

constructs and empirical evidences. The present investigation was based on the

reviews and discussions of the following theoretical framework, such as: (1)

Communication, (2) Language Function, (3) Language Expression, (4)

Receptionist, (5) Bali Brasco. Detailed discussions of this related theoretical

http://en.wikipedia.org/wiki/Complexity

framework are presented in chapter II which deals with discussions the review of

related literature.

CHAPTER II

REVIEW OF RELATED LITERATURE

For concern of the study, this chapter explains some related literatures

as review. There are some points which are relevant to the study. Those are (1)

Communication, (2) Language Function, (3) Language Expression, (4)

Receptionist, (5) Bali Brasco.

2.1 Communication

2.1.1 Definition of Communication

Communication is the word that historically comes from the Latin word,

“communico” (to share) and is the act to share or impart a share of anything.

People transmit their images, ideas, and feelings by to others by communication.

Communicating means making something common, that is we share something

with others with or without a response. A definition was stated by Bull (2008: 84),

“Communication is the activity of expressing ideas and feeling or of giving people

information”.

According Hartley and Bruckmann as in Ratna (2011) stated that

communication is essentially one-way process with information passing from

sender to the receiver. Below is the simple model of communication process

a. Codes

A code is a coherent symbol plus the rules needed to structure a message.

For example, a language code consists essentially of a list of words, and a

set of rules for preparing a text. These rules are the grammar or syntax of

the language.

b. Encoding and decoding

Encoding is using a code to structure a message in an effort to achieve our

communicative objective. Decoding is the reverse, we use our knowledge

of the code to work out the meaning of a message we have received.

c. Medium/channel

The medium is the physical system which carries the message from sender

to receiver, which can vary from the air carrying the voice between two

speakers to something like an email where the author is separated from the

reader by complicated electronic processes. Some texts use ‘channel’ for

this concept and there is often confusion as to what constitutes a medium

or a channel. In this book, we will not use the term ‘channel’.

d. Noise

Noise is a random input which distorts a message or which interferes with

its transmission or reception. Noise may be external or internal. Examples

of external noise are traffic noise making conversation difficult or

electrical interference on a telephone line. An example of internal noise is

a temporary irritation which causes a communicator to lose concentration,

such as feeling tired or having a headache.

2.1.2 Language in Communication

People use language in different ways to deliver message to others. In

communication, language can be classified into verbal and non verbal language.

1. Verbal Language

Mulyana in Seri (2007) stated that verbal message is any kind of symbols,

which use a word. Some symbols are necessary to express ideas. The usual goal of

communicating verbally with others either in a conversation or in a presentation is

to have people understand what the speakers are trying to say. It is one of the

ways to communicate face to face. Key components of verbal communication are

sound, words, speaking, and language (Business dictionary.com).

2. Non Verbal Language

Happiness, fear, sadness are universal emotion which is similar to non

verbal way of language. Non verbal language is express meaning or feeling

without words such as gesture, eye contact, facial expression, and space.

Nonverbal communication can be said as the process of communication through

sending and receiving wordless message. Such message can be communicated

trough gesture, body language and posture, facial expression, and eye contact. The

object of communication of this type of communication, such as: clothing,

hairstyle, architecture, symbol or info graphics, prosodic features of speech such

as intonation, and stress and other paralinguistic features of speech such as voice

quality.

2.2 Language Function

2.2.1 The function of language

According to Savignon as in Kusumayanti (2011) ``function of language

refers to things the speakers do with their language in communication``, for

example: agreeing, disagreeing, greeting giving command, taking leave,

describing, asking for information, and soon.

In brief, a language function is a language that is performed for social

purposes. According to Halliday as a quoted by Brown and also quoted by

Kusumayanti (2011), the functions of language can be divided into seven

categories. Those seven categories are as follows:

2.2.1.1 Instrumental function

This function serves to manipulate the environment to cause certain events

to happen. For example: ``on your mark, get set go. ``Don´t touch the stove!``

2.2.1.2 Regulatory Function

It functions to control the events, approval, disapproval, behavior control,

and setting laws or riles. For instance ``upon good behavior control, you will

be eligible for parole in ten months

2.2.1.3 Representational Function

It deals with the use of language to make statement. Convey fact and

knowledge, and explain or report something. For example ´´the sun is hot``

2.2.1.4 Interactional Function

It serve to ensure social maintenance As interactional function, language

requires knowledge of slang, jargon, joke, politeness, etc

2.2.1.5 Personal Function

It always the speaker to express his/her feeling, emotion and personality.

2.2.1.6 Heuristic Function

It involves the language use to acquire knowledge and learn about the

environment. Heuristic are often conveyed in the form of question that will led

to answer.

2.2.1.7 Imaginative Function

It serves create imaginary system or ideas. Telling fairy tales, joking or

writing novels are all uses of the imaginative function. Richard, et.al, in their

book entitled ``Longman dictionary of applied linguistic ``say that the

functions o language fall into three categories namely: descriptive, expressive

and social function.

2.2.2 Types of language function

Van ek and Alexander in Kusumayanti (2011) gave six of language

functions in general which are then developed into almost 75 different ones,as

follows

2.2.2.1 Imparting and seeking factual information

Identifying, reporting (including, describing and narrating), correcting

and asking.

2.2.2.2 Expressing and finding out intellectual attitude

Expressing agreement and disagreement, denying something, accepting an

offer or invitation, declining an offer or an invitation is accepted or declined,

offering to do something, stating whether one knows or does not know about

something or someone, inquiring whether something is considered possible or

impossible, expressing capability or incapability, expressing whether something is

considered a logical conclusion (deduction), expressing how certain and uncertain

one is of something, inquiring whether others are obliged to do something, giving

and seeking to do something, inquiring whether others have permission to do

something, stating that permission it with held.

2.2.2.3 Expressing and finding out emotional attitudes

Expressing pleasure, expressing displeasure, dislike, inquiring about interest,

expressing surprise, expressing hope, expressing satisfaction, expressing

dissatisfaction, inquiring about satisfaction and dissatisfaction, expressing

disappointment, expressing fear or worry, expressing inquiring about worry or

fear, expressing want and desire, inquiring about want and desire.

2.2.2.4 Expressing and finding out moral attitudes

Apologizing, granting, forgiveness, expressing approval, expressing

appreciation, expressing regret, expressing indifference.

2.2.2.5 Getting things done (suasion)

Suggesting or course of action (including the speaker, requesting others to do

something, inviting other to do something, offering assistance, requesting

assistance.

2.2.2.6 Socializing

Those are to greet people when meeting people when meeting people, when

introduction people and when being introduced, when taken leave, to attract

attention, to congratulate, to propose a toast when beginning a meal.

2.3 Language expression

Sumertayasa (2006) as in Graha (2007) stated that language expression

can give more clarification about the intention of language function with many

expressions that can be conceived. Therefore, it can be said that language

expression is a part of language function. The function of language refers to things

the speakers do with their language in communication. For example: agreeing,

greeting, giving command, taking leave, describing, asking for information, etc.

Language expression is not so different with language function, because language

expression is a part of language function. Blundell in Rahayu (2011) propounds

that communicative function consist of four factor:

2.3.1 Main function

They classified this into third, which cover:

a. Information,, that is to get information, such as asking fro information,

saying you remember, asking if someone is correct.

b. Attitudinal, that is about attitude, such as saying that you are not sure,

saying that you are disappointed, asking you like or dislike.

c. Activity, that is something like offering to do something for someone,

giving permission, saying sorry, showing sympathy, etc.

2.3.2 Communicative works are the function such asking someone to say

something again, saying something in another way, changing the subject,

etc.

2.3.3 Linguistic is used to find out about pronunciation, finding out about

appropriateness, finding about correcting, etc.

2.3.4 Social formulas, it includes introducing your self, asking how someone is,

congratulating, offering sympathy, etc.

2.4 Receptionist

Front office department are department which gives the first impression to

the guests. Bardi (2003:63) explained about the responsibilities of the front office

staff are quite varied. The position of the desk clerk can encompass many duties,

which typically include verifying guest reservations, handling guest complaints,

registering guests, assigning rooms, distributing keys, communicating with the

housekeeping staff, answering telephones, providing information about and

directions to local attractions, accepting cash and giving change, and acting as

liaison between the lodging establishment and the guest as well as the community.

Receptionist is front office staffs who work in Front office department and

working in multi tasking also manage priorities whenever needed to chance speed

of service. Receptionist responsibilities are; check-in and check-out process, walk-

in booking, inquiries and also handling complaints. The rule as Receptionist is

critical in communicating limited service concept to guests and others around and

ensuring guest satisfaction. The Receptionist position contributes to Bali Brasco

succes by providing Bali Brasco service to all guests.

In order to perform their job well, there are some qualifications for

Receptionist sihite (2000:96) such as smile, well groomed, personal hygiene, self

confidence, communication, diplomacy, calmness, good manners, physical fitness,

good memory

2.4 Bali Brasco

Bali Brasco is a new one stop destination in Kuta Bali. In here there are

the biggest Factory Outlet in Bali, Bags and Shoes Boutique ,Coffee shop, Spa

with Capacity 62 pax, Reflexology, Salon and Nail with Japanese Technology,

and also Meeting Hall. There are many guests from the other country came to Bali

Brasco to enjoy products and services there, such as from Singapore, Australia,

Europe, Japanese ,Korea,and etc.

Bali Brasco officially is the sixth Brasco in Indonesia, and opened on

August 2011 in Bali, after Jakarta and West Java. Bali Brasco is the center of

sophisticated lifestyle, a one-stop shopping and entertainment center, a flawless

spot for everyone who wants to taste the real combination of traditional rytmes

with the modern touch on every details. Bali Brasco’s one-stop-shopping on the

various best branded stuffs offered for man, woman, and children at affordable

price. Clothing, footwear, and matched accessories are all available. Mango Spa

Bali and Nail Art are similar but a different magic to give you complete treatment

of prettiness.

http://www.balibrascospa.com/


CHAPTER III

RESEARCH METHOD

3.1 Research Design

This study made use of descriptive research. Descriptive was a method

that aims at describing systematically, factually, and accurately the data. In this

case, the researcher described about language function as found in English used

by receptionists of Bali Brasco. The steps that were followed by the researcher are

as follows. Firstly, the researcher got the recommendation letter from institute to

collect the data in Bali Brasco. Next the researcher contacted the Human Resource

Department or (HRD) staff to have permission and the schedule of data collection.

After that, the researcher come to the hotel showing the recommendation letter

from the institution to the personnel Manager or anyone who is in charge in HRD

office. Then, the researcher prepared some instrument for collecting data such

questionnaire. After the data was collected the researcher analyzed it based on the

theory of language function. The last, the researcher described the data based and

data analyzed them before concluding the research.

3.2 The Population of the Study

A population was the group to which the results of the study were

intended to apply. Richards (2002: 406) stated that population was all members of

any well defined class of people, events, or objects. The populations of this

research were 4 receptionists of Bali Brasco consists of 2 receptionists in morning

shift, 1 receptionist middle shift and 1 receptionist afternoon shift.

3.4 The Sample of the Study

Sample is the small group is observed. According to Cohen (2000:

109) sample is a part of the population that must take the small group that was

reachable of being observed in a little amount. The sample must be restricted into

a similar group that is taken from the larger group called population and larger the

sample, the smaller the standard error.

The researcher used 4 receptionists of Bali Brasco consists of 2

receptionist in morning shift, 1 receptionist middle shift and 1 receptionist

afternoon shift.

3.5 Research Instrument

The instruments used to gather the data of this study was observation sheet

and tape recorder. The tape recorder was used when the writer do observation

about language function found in English used by receptionists in Bali Brasco.

After the data was collected the researcher transcribed the data from the tape

recorder using the observation sheet. The last, researcher described the data based

and data analyzed them before concluding the research.

3.6 Data Collection

The data of this research were collected from receptionists of Bali Brasco.

All of the data will be language functions as found in English used by

receptionists of Bali Brasco. Data were obtained from observation.

Below are the steps that were followed by the writer in collecting the data

of the research:

1. The researcher got the recommendation letter from institute that

he/she to collect the data in Bali Brasco.

2. The researcher was contact the Human Resource Department

(HRD) staff to have dealing about permission and the schedule of

data collection.

3. The researcher come to Bali Brasco and show the recommendation

letter from the institution (Mahasaraswati Denpasar) to the

personnel manager or anyone who is in charge in HRD office.

4. The researcher collected the data and recorded the language

functions found in English used by receptionists of Bali Brasco

5. After collected the data the researcher transcribed the data from

tape recorder to written text using the observation sheet and

analyzed based on theory of language function based on chapter II,

the last described the data based on data analyzed.

Table 3.1 Examples Data Collection

Sample Data Gathered

Receptionist Language function found in English

used by receptionists in Bali Brasco

3.7 Data Analysis

In analyzing the data, the researcher used some procedures of data

analysis. The researcher analyzed data from the observation when the

receptionists handling guests. After all the data collected, the researcher presented

the data of language functions.

Table 3.2 Example Data Analyses

No Language Functions

(Imparting & Seeking

Factual Information)

Reception 1 Reception 2 Reception 3 Reception 4

1 Identifying

2 Reporting

3 Correcting

4 Giving Information

5 Asking for Information

CHAPTER IV

FINDING & DISCUSSION

On this part the writer will describe the process of observation to the

language function found in English used by receptionists in Bali Brasco. After

preparing the instrument for the observation, the writer did the observation. The

researcher used 4 receptionists of Bali Brasco consists of 2 receptionist in

morning shift, 1 receptionist middle shift and 1 receptionist afternoon shift.

4.1 Finding

4.1.1 The observation result of language functions used by receptionist 1

A Language Function

( Imparting & Seeking Factual

Information)

Receptionist 1

1 Identifying not used

2 Reporting not used

3 Correcting not used

4 asking for information “body massage how long?” ,

“and you?”

“ and you body mask therapy for 3

hours?”

“for the room separate or together?”

5 giving information “1 hour massage 20 $, facial 35 $ and

pedicure Rp.150.000”

B Language Function

( Expressing and find out

intellectual attitude)

1 agreement/ disagreement not used

2 denying something not used

3 offering something “yea, this is the price for spa, this one for

3 hours, I give you 20% discount”

“ this is the first time you come here I

give you discount for salon and spa”

4 certain and un certain not used

5 Permission “could you wait a moment please!”

C Language Function


emotional attitude)

1 pleasure and displeasure not used

2 expressing hope not used

3 satisfaction & dissatisfaction not used

4 inquiring about interest not used

5 expressing disappointment not used

D Language Function

( Expressing and find out moral

attitude)

1 Apologizing not used

2 Repeating “Only one hour?, so one hour body

massage ,scrub and pedicure?”,

“body massage? One hour massage?”

3 Forgiveness not used

4 Approval not used

5 appreciation not used

E Language Function

( Getting thing done/suasion)

1 Suggesting “Maybe you want choose the package,

body massage, scrub, and body mask,

facial for three hours?”

2 offering assistance /help not used

3 requesting assistance/help not used

F Language Function

(Socializing)

1 Introduce not used

2 Greeting not used

3 congratulate not used

4 Thanking “Thank you”


A Language Function


Information)

Receptionist 2




4 asking for information “How many vouchers do you have?”

“This 3 person only full body massage?”

“where are you come from?”

“for holiday?”

“Who is traditional massage for 1 hour

man and female?”

5 giving information “So this for 1 hour and this for ½ hour

only. “

“you can do for one room”

B Language Function





3 offering something “so, I give you 2 couple and 1 single”

4 certain and un certain “ok this one for full body massage 1 male

and 1 female therapist?”

“and one couple for foot massage you?”

“And for single room you?”

5 Permission “I check first, Oke”

“Could you pay first 165?”

“We will prepare first, could you have a

sit for3 minutes”

“yes please.”

C Language Function


emotional attitude)


2 expressing hope “Enjoy your treatment”




D Language Function


attitude)


2 Repeating “one man and female? “


4 Approval not used


E Language Function


1 Suggesting

not used

2 offering assistance /help “ May I help You”


F Language Function

(Socializing)


2 Greeting not used


4 Thanking not used


A Language Function


Information)

Receptionist 2




4 asking for information “what time you will do?”

5 giving information “this one for body massage”

“half, this massage Balinese massage like

relaxing massage”

B Language Function





3 offering something not used


5 Permission “yes please follow me”

C Language Function


emotional attitude)






D Language Function


attitude)


2 Repeating not used


4 Approval not used


E Language Function


1 Suggesting “you can do for 1 hour”

“Because this time we have group

coming at 3.30 we only have single room

but you can do for 2 hours”

“oke, but you must make appointment

first“

“yes please?”

2 offering assistance /help “ what can I do for you?”


F Language Function

(Socializing)


2 Greeting “good morning”


4 Thanking not used


A Language Function


Information)

Receptionist 4




4 asking for information “only this one?”

“you want for six people?”

“how many person of you?”

“all aloevera? For the room? Separate or

together?”

5 giving information “this one 1 hour spa”

“for one hour only Rp.200.000 plus this

(voucher), Rp.235.000 for 2 hours”

“this one only massage, this one 1 hour

massage and 1 hour scrub, this one 3

hours massage plus scrub pus masker , for

the voucher only green tea or cendana .”

“this for our salon & nail”

“5 minute around here.”

“toilet offer there, in the back.”

B Language Function




2 denying something “no for 2 hours rp.235.000,”

“No, because the normal price is 55$,”

3 offering something “I give you special price for this one only

Rp.200.000 plus the voucher”

“only aloevera I give you free”


5 Permission “could you wait a moment around 5

minute I will give you welcome drink”

C Language Function


emotional attitude)






D Language Function


attitude)


2 Repeating not used


4 Approval not used


E Language Function


1 Suggesting “you can combine the voucher”

“, if you want 2 hour spa you can choose 1

hour massage and hour body scrub”

2 offering assistance /help “May I help you?”

3 requesting assistance/Help not used

F Language Function

(Socializing)


2 Greeting not used


4 Thanking not used

4.2 Discussion

4.2.1 The description about language functions found in English used by

receptionists in Bali Brasco

In this session, the data of table 4.1 is described descriptively which can be

as follows:

A. Language function as imparting and seeking factual information

Description: language can be used as means for imparting and seeking

factual information by all receptionists’ expressions. For Examples,

receptionists used English when asking for information such as “body

massage how long?”, “for the room separate or together? “, how many

voucher do you have?”, where are you come from?”, “ what time you

will do”?, how many person of you?”. Receptionist also used English

when giving for information like “1 hour massage 20 $, facial 35 $ and

pedicure Rp.150.000”, “this is for 1 hour spa and this is for ½ hour

spa”, “this massage Balinese massage like relaxing massage”, “this one

only massage, this one 1 hour massage and one hour scrub, this one 3

hours massage plus scrub, plus masker, for the voucher only green tea

and cendana”. Language function as identifying, reporting and

correcting are not expressing by the receptionists in Bali Brasco.

B. Language function as expressing and find out intellectual attitude

Description: language functions as expressing and find out intellectual

attitude used by all receptionists was permission. For examples

receptionist used “could you wait a moment please!”,” could you have

a sit for 3 minutes?”, “yes follow me”, and “ could you wait a moment

around 5 minute I will give you welcome drink”. Language function

as denying something only used by one receptionist like “no, because

the normal price is 55 $, “no for 2 hours Rp. 235.000”. There were

only 3 receptionist used language function as offering something, for

examples “ yea, this is the price for spa, this one 3 hours, I give you

20% discount”, “ so I give you 2 couple and 1 single”, “ I give special

price for this only Rp. 200.000 plus the voucher”. Function language

as certain and uncertain only used by one receptionist like “and for

single room you?”, “and one couple room for foot massage you?” And

there was one language function not used by all the receptionists in

Bali Brasco, it was language functions as “agreement or disagreement

C. Language function expressing and find out emotional attitude

Description: There was only one language function as expressing and

find out emotional attitude expressed by one receptionist it was

language as “expressing hope”. For example “Enjoy your treatment “.

For the other language function as pleasure or displeasure, satisfaction

or dissatisfaction, inquiring about interest and expressing

disappointment were not expressed by receptionists in Bali Brasco”

D. Language Function expressing and find out moral attitude

Description: Language function as expressing and find out moral

attitude expressed by two receptionists it was language as “repeating”.

For example “only one hour? So one hour body massage, scrub and

pedicure?”, “body massage? One hour massage? “. For the other

language function as apologizing, forgiveness, approval, and

appreciation were not expressed by all receptionists in Bali Brasco”

E. Language Function getting thing done or suasion

Description: Language function as getting thing done or suasion

expressed by receptionists it were language as “suggestion and offering

assistance”. The examples the language function suggestion expressed

by receptionists in Bali Brasco were “maybe you want choose the

package body massage, scrub and body mask, facial for three

hours?”,”you can do for 1 hour”, “because this time we only have

groups coming at 3.30 we only have single room but you can do for 2

hours”, “OK, but you must make appointment first”, you can combine

the voucher, “if you want 2 hours spa you can choose 1 hours massage

and 1 hours body scrub”.

And the examples of language functions as “offering assistance“

expressed by receptionist in Bali Brasco were “May I help you?”,

“what can I do for you”. For the other language function as requesting

assistance were not expressed by all receptionists in Bali Brasco”

F. Language Function getting thing done or suasion

Description: There were only two language functions as socializing

expressed by one receptionist, these were “greeting and thanking”.

Greeting that expressed by receptionist was “good morning, good

afternoon, good evening”, and language functions as thanking that

expressed by the receptionist was “thank you and thank you very

much”. The other language functions introduce and congratulate not

used by receptionists in Bali Brasco”

4.2.1 The implications of the research on language function found in

English used by receptionist in Bali Brasco toward the English language

teaching.

By this study, students will increase their ability in analyzingthe language

functions found in English.Moreover, it can improve students’ ability in teaching

learning process.

G : can I see the menu?

R : yea , this is the price for your spa, this one for 3 hours , I give you 20%

discount

G : you are beautiful, I want body massage, facial , pedicure

R : body massage how long?

G : just one hour

R : only one hour? so, I hour body massage, facial and pedicure. And you?

G : that one body mask therapy

R : maybe you want choose the package, body massage, scrub and body

mask, facial for three hours

G : I want pedicure

R : for the pedicure extra charge, basic pedicure is like Rp.150.000

G : basic pedicure that one, cut, crime, shape and polish. Now I choose basic

pedicure, facial and body massage

R : body massage , 1 hour massage? 1 hour massage 20 , facial 35 and

pedicure 150.000 and you body mask therapy 3 hours.

G : yes please

R : this is the first time you come here I give you discount for salon and spa

G : we coming back in the September

R : could you wait a moment please, and for the room separate or together ?

G : this up to you

R : thank you

The above quotation showed language functions used by receptionists in

Bali Brasco. In teaching and learning process, teacher could ask the students to

make dialogues which topic was about handling guest as the above quotation.

Teacher write the topic on the white board and divide the students into pairs. Each

of the group had to practise their dialogue in front of the class. This activity would

get the students used to doing interaction as a receptionist and guests. This activity

could be completed by giving them some other expression used in the kind of

conversation. Besides, the result of this study could be use as references who

wanted to study about tourism industry especially about language functions used

by receptionists.

CHAPTER V

CONCLUSION AND SUGGESTIONS

5.1 CONCLUSION

A good language and communication was very influential to guest

statisfaction . In order to perform their jobs well, there were some qualifications

for receptionist, such as smile, well groomed, personal hygiene, self confidence,

communication, diplomacy, calmness good manners, physical fitness, good

memory. The rule as receptionist was critical in communicating limited service

concept to guests and others around and ensuring guest satisfaction. The

Receptionist position contributed to Bali Brasco success by providing Bali Brasco

service to all guests.

There were twelve language functions that were found by the researcher

in this study. Based on the the discussion in the previous chapter, it could be

concluded that:

1. The language functions found in English used by receptionist in Bali

Brasco were “asking for information, giving situation, denying

something, offering something, certain or uncertain, permission,

expressing hope, repeating, suggestion, offering assistance, greeting and

thanking. For examples “receptionists used language function asking for

information such as “body massage how long?”, “for the room separate

or together? “, how many voucher do you have?”, where are you come

from?”, “ what time you will do”?, how many person of you?”.

2. The teacher could apply the result of the study towards teaching learning

process In teaching and learning process, teacher could ask the students

to make dialogues which topic is about handling guest in hospitality

industry. This activity would get the students used to doing interaction as

a receptionist and guests. Besides, the result of this study could used as

references who wanted to study about tourism industry especially about

language functions used by receptionists.

5.2 SUGGESTION

After conducting the analysis, the researcher needs to convey some

suggestions as follows :

1. Based on the study the researcher would like to say that the result of this

study is not complete yet. The researcher hopes the others researcher

would like to develop this study. In the future, the researcher would

suggest the researchers who want to work in tourism industry, especially

as a receptionist need to understand about the language functions in

communication because a good language and communication is very

influential to guest statisfaction.

2. The Researcher expects the receptionist of Bali Brasco need to understand

the good language when handling the guest service, because a good

language and communication was very influential to guest statisfaction.

Besides as a good receptionist should know the qualifications for

receptionist, such as smile, well groomed, personal hygiene, self

confidence, communication, diplomacy, calmness good manners, physical

fitness, good memory .

REFERENCES

Agusanwar,2004.Receptionist Hotel Jakarta: PT Gramedia Pustaka

Bardi, JamesA.2003. Front Office Management. John Wiley & Sons,Inc

Leo,Susanto.2011. English for Professional Accommodation Service Jakarta. PT

Gramedia Pusaka Utama.

Kusumayanti, Deny 2011. The Identification of Language Function and

Expression Used by GSE to Handle Complaints at Tone Hotels.com, Kuta-

Bali. Final Project (unpublished). Undiksha Singaraja.

Hartley, Peter and Clive C. Bruckmann. 2002. Business Communication, First

Edition. London : Routledge.

Bull, Victory.2008. Oxford Learner’s Pocket Dictionary. Oxford: University New

York.

Rahayu, Ester Indah. 2011. The Identification of Letter Format and Component

and Language Expression Found in Business Correspondence of Hotel in

Bali. Final Project (unpublished). Language and Art Faculty, Undiksha

Singaraja.

Seri, Desak Ayu Made, 2007. The Identification of Verbal and Non Verbal

Communication Used by Receptionists in Handling Check In and Check

Out at Stana Puri Gopa Hotel in Sanur. Final Project (unpublished).

Undiksha Singaraja.

Sumertayasa, I Wayan, 2006. The Identification of Letter Construction and

Language Expression Used in Responding Complaint Letter at a Hotel in

Nusa Dua. Final Project (unpublished). Undiksha Singaraja.

Ratna,Rosita 2011. The Identification of Language Expressionn and Letter

Format in

Emails Written by Reservation Staffs in Intercontinental Bali Resort. Final

Project (unpublished). Undiksha Singaraja.

Wilkie, Helen. 2001. Email Etiquette, Oxford: How To Books Ltd.

Teboul, 2003. Service is A Gift (internet)

http://elts-yasi.englishlab.net/language.function.example.D1htm.Cited on July

20,2013.

http://www.balibrascospa.com/about-us.php.Cited on July 21,2013

http://elts-yasi.englishlab.net/language.function.example.D1htm.Cited%20on%20July%2020,2013

http://elts-yasi.englishlab.net/language.function.example.D1htm.Cited%20on%20July%2020,2013

http://www.balibrascospa.com/about-us.php.Cited

Appendixes

Receptionist 1

Name : Mr. Philipe

Topic : Handling Guest Check in For Spa

G : can I see the menu?

R : yea , this is the price for your spa, this one for 3 hours , I give you 20%

discount

G : you are beautiful, I want body massage, facial , pedicure

R : body massage how long?

G : just one hour

R : only one hour? so, I hour body massage, facial and pedicure. And you?

G : that one body mask therapy

R : maybe you want choose the package, body massage, scrub and body

mask, facial for three hours

G : I want pedicure

R : for the pedicure extra charge, basic pedicure is like Rp.150.000

G : basic pedicure that one, cut, crime, shape and polish. Now I choose basic

pedicure, facial and body massage

R : body massage , 1 hour massage? 1 hour massage 20 , facial 35 and

pedicure 150.000 and you body mask therapy 3 hours.

G : yes please

R : this is the first time you come here I give you discount for salon and spa

G : we coming back in the September

R : could you wait a moment please, and for the room separate or together ?

G : this up to you

R : thank you

Name : Ms. Widi


R : How many vouchers do you have?

G : I will check first

G : 5 voucher, that the voucher

R : I check first, Oke

So this for 1 hour and this for ½ hour only. This 3 person only full body

massage?

G : one male

R : you can do for one room

G : this up to you

R : so, I give you 2 couple and 1 single

G : ok

R : ok this one for full body massage 1 male and 1 female therapist. Could

you pay first 165?

R : This your change money35 thousand rupiah. We will prepare first, could

you have a sit for3 minutes. Have a sit please

R : OK yes please

R : where are you come from?

G : Australia

R : for holiday?

G : yes

R : yes please. Who is traditional massage for 1 hour man and female?

G : one man and female

R : one man and female? OK follow her

G : OK

R : and one couple for foot massage you?

G : OK

R : Foot massage follow her, OK!

And for single room you?

OK follow her.

Enjoy your treatment

Receptionist 3

Name : Ms. Yus


R : good morning sir, yes please

This one for body massage, you can do for 1 hour

G : for price?

R : half, this massage, Balinese massage like relaxing massage

Because this time we have group coming at 3.30 we only have single room

but you can do for 2 hours. What time you will do?

G : I will come

R : oke, but you must make appointment first

G : Can I look the room first?

R : yes please follow me

Receptionist 4

Name : Ms.Erna


G : This is Two hours (showing the voucher)

R : this one 1 hour spa , only this one?

G : if we want two hours?

R : you can combine the voucher, you want for six people?

G : if want two hour with this voucher only rp.200.000

R : for one hour only Rp.200.000 plus this (voucher), Rp.235.000 for 2 hours

G : more chip 2 hours Rp.200.000

R : no for 2 hours rp.235.000, if you want 2 hour spa you can choose 1 hour

massage and hour body scrub

G :No, I don’t want scrub

R : this one only massage, this one 1 hour massage and 1 hour scrub, this one

3 hours massage plus scrub pus masker , for the voucher only green tea or

cendana . I give you special price for this one only Rp.200.000 plus the

voucher

G : Rp.200.000?

R : No, because the normal price is 55$, how many person of you?

G : 6 person

R : only aloevera I give you free (no more charge), all aloevera? For the

room? Separate or together?

G : single room

R : this for our salon & nail

G : where is M’c Donald?

R : 5 minute around here. Your change, could you wait a moment around 5

minute I will give you welcome drink

G : where is the toilet?

R : toilet offer there, in the back.

COMPANY PROFILE

Bali Brasco

PT .BERKAT KARYA SENTOSA

I. Biodata Perusahaan

Nama Perusahaan : Bali Brasco

Alamat : Jalan Sunset Raod BB 8 Kuta Bali

No Telephone : (0361) 8947552

No Fax : (0361) 8947550

Email : [email protected]

/[email protected]

Website : www.balibrasco.com /

www.balibrascospa.com

II. Sejarah Bali Brasco

Bali Brasco berdiri pada tanggal 26 Agustus 2011 ,yang

merupakan Brasco ke 6 di Indonesia yang sebelumnya telah

beroperasi di Jakarta dan Jawa Barat. Bali Brasco berdiri di lokasi

yang sangat strategis dan area parkir yang luas. Produk –produk yang

ditawarkan dengan kualitas yang sangat bagus dan bermerek, harga

yang terjangkau ,pelayanan yang profesional dengan standard

international .

mailto:[email protected]

mailto:[email protected]

http://www.balibrasco.com/


Bali brasco terdiri dari beberapa department, diantaranya Bali

Brasco Foctory Outlet, Bags& shoes Boutique, Mango Spa, Mango

Reflexology, Salon & Nail, Brasco café dan Barsco Hall.

III. Bidang Usaha

Bali Brasco Factory Outlet

Bali Brasco Factory Outlet menyediakan Pakaian wanita,

Pria, pakaian anak-anak, dan accessories dengan Product

product bermerek yang terbaik hanya ada di Bali Brasco

dengan harga yang terjangkau.

Bag & Shoes Boutique

Bag & Shoes Boutique di Bali Brasco menyediakan berbagai

macam produk dengan kualitas yang sangat bagus dan

harga yang terjangkau. Selain itu di sini juga tersedia best

brand import dengan interior ruangan yang didesign sangat

mewah dan berkelas.

Mango Spa & Reflexology Bali Brasco

Mango spa Bali Brasco memberikan pelayanan yang

profesional dan berkualitas dengan therapist yang tersertifikasi.

Design dan interior yang mewah dan nyaman dengan total room

11 VIP Room Couple, 11 Standard Room Couple & 18

Standard Room Single. Fasilitas yang disediakan diantaranya :

Air conditions (AC)

Bathtub dengan air panas , Air dingin dan shower,

Musik dengan volume kontrol yang otomatis

Special room untuk single dan couple,

Vip room dengan outdoor design.

Semua theraphist Mango Spa memiliki kemampuan yang

tidak usah di ragukan lagi Setiap therapist di Mango Spa sudah

menjalani masa training 3 s/d 6 bulan di Bali Citra International

yang sudah mendapatkan pendidikan dengan standard

international dengan attitude dan kualitas service yang

memuaskan dan 100% tersertifikasi.

Mango Salon & Nail

Mango Salon & Nail Bali Brasco memberikan perawatan

kecantikan dengan produk-produk yang up to date

dengan hair stylist yang professional dan nail dengan

teknologi dari Jepang seperti 3D dan Nail art.

Bali Brasco Café

Bali Brasco Café menyediakan Indonesian Food yang

bekerjasama dengan Batagor Cuplis dengan suasana yang

nyaman untuk relax sejenak dari aktivitas kerja.

IV. Brasco di Indonesia

Kampung Brasco Cimacan Puncak

Bila Anda ingin wisata belanja yang benar-benar nyaman,

datang saja ke Kampoeng Brasco FO. Di sana Anda bisa membeli

berbagai produk fashion mulai dari produk lokal sampai yang berbau

luar negeri. Soal harga Anda tak perlu khawatir, karena harga yang

dipatok sesuai dengan kualitas barang. Selain itu Kampoeng Brasco

FO juga menawarkan berbagai produk fashion lainnya seperti tas,

topi, dan lain-lain. Ruangan di dalam outlet di design sedemikian

rupa, sehingga membuat nyaman bagi pembeli. Setelah Anda puas

berkeliling, brasco factory outlet juga menyediakan snack corner,

coffe shop, rumah makan yang menyedikan Indonesian Food dan

Western Food. Saung Padi, kiddy ride, space zone, dolphin house &

mushola untuk sejenak menikmati suasana dan fasilitas yang kami

sediakan.

D’BRASCO Simatupang Cilandak Jakarta

Disini tempat yang pas bagi anda yang ingin

berpenampilan menarik dalam hal berpakaian, apa pun

keperluan fashion ada disini dengan model terbaru, suasana

berbelanja yang nyaman, dan pelayanan yang memuaskan.

Dilengkapi salon, refleksi & coffe shop dengan suasana yang

nyaman dan sangat cocok untuk liburan bersama keluarga.

BRASCO Bogor

Brasco one stop shopping, merek terbaik pada berbagai

barang yang ditawarkan untuk pria, wanita, dan anak-anak

dengan harga terjangkau. Pakaian, alas kaki, dan aksesori yang

cocok semua tersedia. Dan restaurant yang menyediakan

Indonesian Food bekerjasama dengan Batagor Cuplis dengan

suasana yang nyaman untuk relax sejenak dari aktivitas kerja.

Desa Lumbung Padi Brasco Cipayung

Desa Lumbung Padi Brasco Factory Outlet Cipayung

menyediakan segala macam produk fashion, mulai dari Anak-

anak,remaja,dan orang tua. Dengan model dan pilihan beragam.

tersedia pakaian Tshirt,Jaket,Switer,Celana

Jeans,Boutiqe,Tas,Sepatu & Sandal serta Accecories

,Perlengkapan lain dan Restaurant yang menyediakan

Indonesian Food dan Western Food.

Lumbung Padi Brasco Bogor

Lumbung Padi Brasco Factory Outlet Bogor

menyediakan segala macam produk fashion, mulai dari Anak-

anak,remaja,dan orang tua. Dengan model dan pilihan beragam.

tersedia pakaian Tshirt, Jaket, Sweater, Celana Jeans, Boutiqe,

Tas, Sepatu & Sandal serta Accecories dan Perlengkapan.

Dilengkapi dengan salon, refleksi, nail art coffe shop dengan

suasana yang nyaman dan sangat cocok untuk liburan bersama

keluarga..

Documents

AN ANALYSIS OF LANGUAGE FUNCTION FOUND IN … analysis of language function found in english used by receptionists in bali brasco by ... m.pd. dr.i made iwan indrawan jendra.,