ANALISIS PENGGUNAAN BAHASA TRANSAKSIONAL OLEH STAF HOTEL KEPADA TAMU DI HOTEL EL KARTIKA BATU

This study examines the use of transactional language by the staff of Hotel El Kartika Batu in their interactions with guests, aiming to provide information, offer services, handle complaints, and ensure guest satisfaction. Transactional language involves the use of effective, polite, and goal-oriented sentences within the hotel environment. The study aims to describe the forms and contexts of transactional language used by hotel staff, as well as its relevance to teaching negotiation texts in the 10th grade vocational school (SMK) curriculum. The research adopts a sociolinguistic approach with a descriptive qualitative method. Data was collected through observation, interviews, and documentation of conversations between hotel staff and guests. The findings show that the hotel staff employs effective communication strategies, including warm greetings, polite language, and a friendly tone, to build positive relationships with guests. Social factors such as social status, culture, and power relations influence the language used in these interactions. The findings are relevant to negotiation text learning as they demonstrate the application of structures such as orientation, proposals, offers, and agreements in real-world contexts. This study is expected to contribute to the development of communication skills for hotel staff, teachers, students, and other researchers in understanding the variations and strategies of transactional language. Additionally, the findings can serve as a reference to enhance communication training for hotel staff to improve guest satisfaction and customer service quality.