Speech Acts Analysis in Hotel Guest Complaint Interactions: Implications for Hospitality English Training

Abstract

This study investigates the use of speech acts in hotel guest complaint interactions at Hotel Sriwijaya Raya and explores their implications for Hospitality English training. The study employed a qualitative, pragmatic discourse analysis to examine authentic complaint conversations between hotel guests and staff. The findings revealed that guest complaints were primarily expressed through representative speech acts, while hotel staff predominantly used expressive speech acts, such as apologies and empathy expressions. In addition, commissive speech acts such as promises and solution offerings were frequently used to maintain guest satisfaction during service recovery processes. The study also identified several communication strategies used by hotel staff, including apologizing, clarifying, expressing empathy, offering solutions, and offering compensation. These strategies played an important role in reducing communication tension and maintaining positive interpersonal relationships with guests. The findings indicate that effective hospitality communication requires not only English language proficiency but also pragmatic competence in understanding emotional and social contexts. This research contributes to the development of Hospitality English training by emphasizing the importance of authentic communication practices and pragmatic-based language instruction in the hospitality industry.