Representasi Latar Budaya dalam Praktik Komunikasi Frontliner saat Melayani Pelanggan (Studi terhadap Frontliner di Tanduk Café and Eatery)

Cultural background is one of the important elements in communication practices which will affect the way of communicating, perspectives, and more specific decision-making because it is based on the personality formed from a culture. This study examines what cultural background can be represented in communication practices specifically for four frontliners from Tanduk Café and Eatery. This study aims to describe the cultural background represented in the frontliners when involved in communication practices with customers. This study uses a descriptive qualitative type and approach with the SPEAKING method and uses data collection techniques in the form of interviews and non-participant observation.

The analysis in this study uses Dell Hymes' SPEAKING theory which discusses the setting, participant, act sequence, key, instrument, norm, genre in communication practices. Through non-participant observation, the researcher determined that there is a cultural background represented in the frontliners from each SPEAKING point. However, in relation to the existence of operational standards, the setting, act sequence, key, and genre points appear more vague, while at the instrument, norm, and participant points, the four subjects can represent the cultural background more clearly. Therefore, the conclusion of this study shows that the four subjects represent cultural background through personal understanding of norms followed by the use of dialects that depend on the status of the customer.