PENGUATAN KOMPETENSI KOMUNIKASI BAHASA INGGRIS STAF HOUSEKEEPING UNTUK PELAYANAN WISATAWAN MANCANEGARA

Tara Mustikaning Palupi; Ilza Mayuni; Imas Wahyu Agustina; Lasito Lasito

doi:10.31764/jmm.v10i2.38022

PENGUATAN KOMPETENSI KOMUNIKASI BAHASA INGGRIS STAF HOUSEKEEPING UNTUK PELAYANAN WISATAWAN MANCANEGARA

Tara Mustikaning Palupi, Ilza Mayuni, Imas Wahyu Agustina, Lasito Lasito

Abstract

Abstrak: Industri perhotelan di Kota Bukittinggi menghadapi tantangan rendahnya kompetensi komunikasi bahasa Inggris staf housekeeping, terutama dalam penguasaan kosakata, pelafalan, dan kepercayaan diri saat melayani wisatawan mancanegara. Program pengabdian masyarakat ini bertujuan memperkuat kompetensi komunikasi bahasa Inggris staf housekeeping guna meningkatkan kualitas pelayanan hotel. Kegiatan dilaksanakan melalui workshop dan praktikum berbasis tugas kerja (task-based), meliputi sosialisasi program, pemodelan bahasa, role play, dan simulasi pelayanan housekeeping. Mitra kegiatan adalah Badan Pimpinan Cabang Perhimpunan Hotel dan Restauran Indonesia Kota Bukittinggi dengan jumlah peserta 61 orang dari industri perhotelan dan pendidikan pariwisata. Evaluasi dilakukan melalui kuesioner persepsi sebelum dan sesudah pelatihan. Evaluasi program dilakukan melalui kuesioner pascapelatihan yang mengukur dua aspek utama, yaitu persepsi kebermanfaatan program dan perubahan kemampuan komunikasi bahasa Inggris peserta dalam konteks kerja housekeeping. Hasil evaluasi menunjukkan bahwa 83,61% peserta menilai pelatihan sangat bermanfaat, sementara 77,05% peserta melaporkan peningkatan kemampuan bahasa Inggris hingga kategori meningkat–sangat meningkat. Temuan ini menegaskan bahwa pelatihan bahasa Inggris kontekstual efektif dalam meningkatkan kompetensi komunikasi kerja, khususnya pada staf housekeeping dengan kemampuan awal dasar.

Abstract: The hospitality industry in Bukittinggi faces challenges related to limited English communication competence among housekeeping staff, particularly in vocabulary mastery, pronunciation, and confidence when serving international guests. This community service program aimed to strengthen English communication competence of housekeeping staff to improve hotel service quality. The program was conducted through task-based workshops and practical sessions, including socialization of the program, language modelling, role play, and service simulations. The partner institution was BPC PHRI Bukittinggi, involving 61 participants from the hospitality industry and tourism education sector. Evaluation was carried out using perception-based questionnaires administered before and after the training. The program evaluation was conducted using a post-training questionnaire that measured two main aspects: participants’ perceptions of the program’s usefulness and changes in their English communication skills in the housekeeping work context. The evaluation results indicate that 83.61% of participants rated the training as very beneficial, while 77.05% reported an improvement in their English proficiency ranging from improved to highly improved. These findings confirm that contextual English training is effective in enhancing workplace communication competence, particularly among housekeeping staff with basic initial proficiency.

Keywords

Hospitality English; Housekeeping Staff; Task-Based Training; International Tourist Services; Community Service Program.

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DOI: https://doi.org/10.31764/jmm.v10i2.38022