Pelatihan Teknik Verbal De-Eskalasi dalam Menangani Keluhan Tamu Secara Profesional dan Efektif

Abstract

Effective communication is essential in service settings, particularly when handling guest complaints that may develop into conflict. This activity was necessary because participants showed curiosity about how to communicate effectively in English, especially when preparing for job interviews and future employment in the hospitality industry. It was also relevant to the need for improving hotel receptionist service, as receptionists are often the first point of contact for guests and need to communicate professionally when handling questions, complaints, and difficult situations. English-based verbal de-escalation techniques can help participants manage tension, maintain professional relationships, and respond appropriately to complaints. This activity aimed to improve participants’ ability to use English-based verbal de-escalation techniques when handling complaints and challenging service situations. The activity was evaluated through observation and documentation conducted during and after the training. The observation focused on formal greetings, active listening, eye contact, a calm tone of voice, empathy, appropriate apologies, problem clarification, respectful communication, solution-focused responses, and professional closing. The results indicated improvements in participants’ ability to manage emotional situations, respond professionally to complaints, demonstrate empathy, clarify problems, and provide appropriate solutions. The training also increased participants’ confidence in using English during challenging service interactions. However, several challenges remained, including limited vocabulary, different levels of English proficiency, difficulty selecting appropriate expressions, and anxiety when dealing with dissatisfied guests. Therefore, continued practice through role-plays and hospitality-based English activities is recommended