Politeness Strategies Used by The Receptionists Staff At Aston Kuta Hotel and Residence

Abstract

In everyday communication, it is very important to know good and polite speaking strategies, depending on who we are talking to. Therefore, the study entitled Politeness Strategies Used By The Receptionists Staff At Aston Kuta Hotel and Residence analyzes the use of politeness strategy by receptionist staff when talking to fellow colleagues and superiors in the hospitality industry.The aims of this study are to find out what kind of positive and negative politeness strategies are used by the receptionists staff in workplace environment as well as to identify factors affecting the use of positive and negative politeness by the staff in workplace environment.  The data was analyzed base on the theory of politeness proposed by Brown and Levinson (1987). The data were obtained from the conversations conducted by participants at Aston Kuta Hotel and Residence. The data were collected through the observation method as well as note taking method to identify the strategy, along with a voice recorder as an instrument. The method applied in this research was descriptive qualitative method. To conduct the research there were four subjects has been choosen, the data obtained were in the form of conversations which are transcribed into text form. The finding of this study showed that there were two types of politeness found in the data, namely positive and negative politeness. There are twentyone times in total that was found during the conversations between the two staff used positive politeness strategies while they were conversing with each other, it was also found that there are ten times in total that was found during the conversations of the staff and FO Leader (Front Office Leader) used negative politeness strategies while they were conversing with each other.  It was also found that there were three factors affecting the use of the positive and negative politeness strategy, those are : social distance, relative power and imposition.