Speech-acts as a hindrance to communication : the case of the hotel reception profession

Abstract EN

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.