SOP Implementation, Language Functions, and English Expressions of Telephone Operators at Fairfield by Marriott Bali Kuta Sunset Road

Abstract

The research focused on identifying how telephone operators applied SOPs, utilized language functions, and used English expressions during telephone interactions with guests at Fairfield by Marriott Bali Kuta Sunset Road. A qualitative descriptive research design was employed. The data were collected through direct observations and semi-structured interviews involving two telephone operators from the Front Office Department. The collected data were analyzed through data transcription, classification, interpretation, and descriptive analysis. The findings revealed that telephone operators implemented SOPs systematically in handling incoming calls, guest requests, complaint handling, wake-up calls, call transfers, and guest confidentiality procedures. The study also found that various language functions, such as greeting, asking and giving opinions, giving directions, agreement, disagreement, and complaint handling, were consistently applied during guest interactions. Furthermore, standardized English expressions reflecting politeness, professionalism, empathy, and service orientation were used effectively to support communication clarity and guest satisfaction. Therefore, this study contributes theoretically to hospitality communication studies by integrating the analysis of SOP implementation, language functions, and English expressions within the context of telephone operator services.