@thesis{thesis,
		author={Murni  Dewi and Nuzulia  Rahma and SITORUS  ARBI FAWJI},
		title ={ESP STUDENT IN SOLVING PROBLEM CHALLENGING AT FRONT OFFICE MONTIGO RESORT BATAM IN ENGLISH SPEAKING},
		year={2025},
		url={http://repositori.umrah.ac.id/8934/},
		abstract={Penelitian ini bertujuan untuk menganalisis kompetensi sosiolinguistik mahasiswa 
magang di bagian Front Office Montigo Resort Batam dalam menghadapi tantangan 
komunikasi lintas budaya. Studi ini menyoroti bagaimana mahasiswa magang 
menavigasi aturan sosial bahasa, perilaku komunikasi nonverbal, dan referensi 
budaya untuk berinteraksi secara efektif dengan tamu internasional. Dengan 
menggunakan metode deskriptif kualitatif, data dikumpulkan melalui observasi dan 
wawancara semi-terstruktur dengan lima mahasiswa magang. Hasil penelitian 
menunjukkan bahwa mahasiswa magang mampu menyesuaikan tingkat formalitas, 
kesopanan, dan kejelasan komunikasi sesuai dengan ekspektasi budaya tamu. 
Mereka juga memodifikasi perilaku nonverbal, seperti gestur, postur dan Bahasa 
tubuh, dan ekspresi wajah, untuk menciptakan interaksi yang lebih harmonis. Selain 
itu, penggunaan referensi budaya, seperti idiom, ekspresi, dan pengetahuan latar 
belakang, meningkatkan personalisasi dan kualitas komunikasi. Penelitian ini 
memberikan wawasan penting tentang perlunya pelatihan sosiolinguistik dalam 
industri perhotelan untuk meningkatkan keterampilan komunikasi lintas budaya.

ABSTRACT
Sitorus, Arbi Fawji. 2025. ESP Student in Solving Problem Challenging at Front 
Office Montigo Resort Batam in English Speaking. Skripsi. 
Tanjungpinang: English Education Study Program, Teacher Training and 
Education Faculty, Universitas Maritim Raja Ali Haji. Advisor I: Assist. 
Prof. Dewi Murni, S.S., M.Hum. Advisor II: Assist. Prof. Rahma Nuzulia, 
S.Pd., M.Li.
Key Words: English for specific purposes (ESP), Sociolinguistic, Hospitality 
Industry.
This research aims to analyze the sociolinguistic competence of interns at the 
Front Office of Montigo Resort Batam in addressing cross-cultural 
communication challenges. The research highlights how interns navigate social 
rules of language, nonverbal communication behaviours, and cultural references 
to effectively interact with international guests. Using a qualitative descriptive 
method, data were collected through observations and semi-structured interviews 
with five interns. The findings reveal that the interns could adjust formality, 
politeness, and clarity of communication according to the cultural expectations 
of guests. They also modified nonverbal behaviours, such as gestures, posture 
and body language, and facial expressions, to create more harmonious 
interactions. Additionally, the use of cultural references, such as idioms, 
expressions, and background knowledge, enhanced personalization and 
communication quality. This research provides valuable insights into the 
necessity of sociolinguistic training in the hospitality industry to improve cross?cultural communication skills}
		}