RECEPTIONISTS’ POLITENESS IN GREETING AND OFFERING ASSISTANCE

Abstract

This study investigates the politeness strategies employed by hotel receptionists in Surakarta, Indonesia, focusing on greeting and offering assistance to guests. The research addresses the gap in understanding how hospitality staff strategically use language to perform Face Threatening Acts (FTAs) politely and professionally. The study employs a qualitative descriptive method, using Brown and Levinson’s politeness theory as the analytical framework. Data were gathered through non-participant observation and audio recordings of receptionist–guest interactions at two major hotels. The analysis reveals various patterns of greetings and offers of assistance that correspond to both positive and negative politeness strategies. Positive politeness is reflected in expressions that show friendliness, solidarity, and personal attention, such as personalized greetings and inclusive language. Negative politeness appears in utterances that minimize imposition or reference general hotel policies. The findings support previous studies but also highlight culturally nuanced practices in Indonesian hotel service encounters. These insights are pedagogically relevant for training hospitality professionals and enhancing intercultural communication.