The Cradle of Languages مهد اللغات
Volume 2, Numéro 2, Pages 1-8
2020-09-02
Speech-acts As A Hindrance To Communication: The Case Of The Hotel Reception Profession
Authors : Benali Reguieg Nacèra .
Abstract
This research aims to study the hotel customers' satisfaction with the reception staff's performance of speech-acts in the working environment. Depending on customers’ expectations, visions and perceptions, some information about the speech-acts required at the front desk service were given to determine what language functions should be improved in the hotel reception profession. Using the convenience sample technique, a questionnaire was submitted to the English native and non-native-speakers customers of an Algerian Hotel to collect data, which was analyzed using descriptive statistics, standard deviation, and gap analysis. The results showed that improper use of speech-acts may affect the communication between the hotel reception staff and their clientele.
Keywords
Hotel Reception ; Speech-acts ; Customers’ Satisfaction ; Communication ; English for Specific Purposes
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