English Communication and Digital Technology in Hotel Accommodation and Services

Abstract

English communication and digital technology are important in hotel services, especially when employees serve guests from different linguistic backgrounds. Employees need to communicate clearly with guests while using digital systems to support daily service activities. This study aims to identify the types of English communication used in hotel services and describe how digital technology supports hotel service activities, particularly restaurant services. This study employed a qualitative descriptive design. The data focused on English communication and digital technology in hotel services, with a restaurant staff member at an international hotel in Medan as the main source. Data were collected through an interview and observation of restaurant service activities. The data were analyzed descriptively by organizing, categorizing, and interpreting the findings based on English as a Lingua Franca (ELF), Service Encounter Theory, Communication Strategies, the Technology Acceptance Model (TAM), and DINESERV. The findings show that English is used for greeting guests, taking orders, explaining menu items, answering questions, and responding to special requests. Employees also use communication strategies such as asking for repetition, simplifying language, and asking other staff for assistance. Digital technology is mainly used to record orders and process payments, helping organize service activities and reduce mistakes. The findings also show that technology does not replace direct communication because employees continue to use English when explaining menus and responding to guest requests. Overall, English communication and digital technology have complementary roles in hotel services.