QUESTIONNAIRE FOR FRONT OFFICE

About this questionnaire

This questionnaire was designed by Kadek Adiarta Parmawan, a student in the 6th semester
of English Language Education of Faculty of Languages and Arts, Ganesha University of
Education. The aim of the questionnaire is to identify the numbers of language functions and
jargons needed by the front officers who work in Anema Villa Seminyak. In addition, this
questionnaire is to identify communications chain and language usage in the front office
department. Your answer will be used as the data for my own thesis research entitled “An Analysis
of The Use of Language Function and The English Materials for Front Office Used in Anema Villa
Seminyak”. Your answers to this questionnaire will not influence your reputation in your hotel
since the answers will be only use for my research data. Therefore, please fill the questionnaire as
you really experience in your working place (If you are hotelier), in your training place (if you are
students of front office). I appreciate it very much for your willingness in filling this questionnaire.
Thank you very much.

Instruction 1

Please give checklist (√) if you use the language functions provided in the following table, or
keep them empty if you do not!

No Language Functions Checklist

1 Greeting √
2 Welcoming Guest √
3 Offer welcome drink √
4 Assisting check guest reservation √
5 Check reservation status √
6 Reconfirm reservation √
7 Apologizing – if there is mistakes √
8 Denying request – if request cannot be √
accommodated.
9 Suggesting alternative rooms/hotel – if √
room fully booked
 10 Asking guest experience arrival in Bali/ -
hotel
11 Room accommodation/rooming -
12 Describe Benefit rooms -
13 Describe hotel facilities √
14 Term & condition payment -
15 Payment procedure √

Instruction 2

Beside the language functions chosen above, if there are other ones needed, please write them
down in the following space!

- Telephone call booked reservation.

- handler the guest complaints or problems.
- Helped guest if there is necessary needed.

Instruction 3

Please give checklist (√) if you use the jargons provided in the following table, or give cross if
you do not use them!
No Jargons Needed Not Needed
1. ED √
2. EA √
3. C/1 √
4. C/O √
5. Extend √
6. B2B -
7 WIG √
8. HM √
9. ANV -
10. BD -
11. FBD -
 12. LOV -
13. ETA -
14. ETD -
15. R/O -

Instruction 4

Beside the jargons chosen above, if there are other ones needed, please write them down in the
following table!

No Other Jargons Used in Housekeeping

1. Escort
2. GRO
3. Occupied
4. High season
5. Late %
6. Early %
7. No show
8. Reservation
9. VC (vacant clean)
10. Wakeup call
11. VD (vacant dirty)
Instruction 5

Please explain briefly the steps of communication chains which takes place from check in to
check out procedures!

Check in. Check out.

Welcoming guest Greet the guest.

Greeting Print a copy of guest folio.

Offer welcome drink/help. Ensure the guest preference of

payment method.
Asking guest reservation
Settle of the account payment.
Reconfirm reservation.
Print the receipt and give it the guest.
Method of payment
Greet the guest for giving an
Explain the room number.
opportunity.
Last greeting

Instruction 6

Please list what you can do and what you cannot do as a front officer in relation to verbal and
non-communication with hotel guest!

- Nonverbal communication is a type of nonverbal communication that occurs when

people do not speak. You can do making gestures, body language, warm smile and eye
contact to welcome visitors. Verbal communication: in forms of expression: filling out
the registration card, and you cannot do (reservation errors) is just say sorry. However,
you must express regret for the errors and provide a detailed explanation and
recommendation.

Instruction 7

Please list all authentic materials that you use in your work!
1. Reservation book
2. Master key
3. Safety deposit box
4. Telephone
5. EDC machine
6. Computer