Communication Strategies For Front Desk Agents For Non-English-Speaking Guests Front Desk Agent Communication Strategy Towards Non-English Speaking Guests

Abstract

Oakwood Premier Cozmo Jakarta is a business serviced apartment, accommodating guests of various nationalities, some of whom are non-English-speaking guests; in this context, a Front Desk Agent is required to be the first point of contact, welcoming guests and responding to all their needs. This study aims to explore the strategies and effectiveness of digital media used by a Front Desk Agent (FDA) when communicating with guests who do not speak English. The theoretical framework employed is Communication Strategies and Media; consequently, a qualitative descriptive method was used, utilising a triangulation of data sources comprising observation, documentation and interviews, with the informants being FDA staff members. The research findings indicate that the strategies employed were satisfactory, as no negative reviews were received via online travel agents from guests, and the digital media used proved to be effective and efficient through the use of Google Translate and a list of pre-translated vocabulary.