CASE STUDY ON VERBAL COMMUNICATION AMONG FRONT OFFICE EMPLOYEES IN HOTEL ASTON INN BATU

This research examines the application of spoken communication by front desk staff at Aston Inn Hotel Batu with a specific focus on enhancing guest satisfaction also improving service quality. The study follows a qualitative descriptive design with the aim of gathering and presenting detailed information through semi-structured interviews of two experienced employees. These staff members frequently engage with a diverse range of guests including international visitors with varying cultural backgrounds. The analysis identifies four primary themes beginning with the use of consistent greetings with eye contact also smiling from a distance of two meters to create a positive first impression. The second theme highlights professional conduct with emotional management also the use of translation tools like Google Translate to assist guests with limited English skills. Regarding the third theme the staff handles complaints with a calm demeanor and sincere apologies to ensure guest comfort while listening carefully to solve issues. The final theme emphasizes the importance of training with formal sessions on empathy also daily interactions that help develop natural communication skills. The findings indicate that effective verbal communication builds strong relationships also reduces misunderstandings while increasing guest loyalty despite existing cultural challenges. The research concludes that the staff manages these situations effectively with a recommendation for management to provide tailored workshops also language support tools. Such initiatives will foster a culture of peer learning with the goal of improving service quality also employee confidence within the hospitality industry.