UNVEILING NON-VERBAL COMMUNICATION AT FOOD AND BEVERAGE SERVICE INTERACTIONS IN ASTON INN HOTEL BATU

Non-verbal communication plays a crucial role in service interactions within the hospitality industry, particularly in the Food and Beverage (F&B) service department where staff frequently engage in direct contact with guests. This study aims to explore the types, functions, and applications of non-verbal communication used by F&B service staff at Aston Inn Hotel Batu during guest interactions. The research employs a qualitative approach using semi-structured interviews as the primary data collection method. Two F&B service staff were selected through purposive sampling based on their active involvement in guest-facing service activities. The findings reveal that non-verbal communication is consistently utilized as the initial form of interaction to create positive first impressions. Smiling, eye contact, and open body posture are identified as essential non-verbal cues that convey readiness, friendliness, and professionalism. In challenging service situations, particularly complaint handling, non-verbal behaviors such as nodding, maintaining eye contact, and adopting open gestures are strategically used to express empathy, attentiveness, and willingness to listen, thereby reducing emotional tension. The study also indicates that non-verbal communication is not applied instinctively alone, but is consciously managed and combined with other non-verbal cues to support professional service delivery. In conclusion, this study demonstrates that effective communication in F&B service settings is achieved through the integration of multiple non-verbal cues rather than isolated gestures. The conscious and strategic use of non-verbal communication enhances service professionalism and supports smooth interpersonal interactions in the hospitality context.