Openings and closings of telephone enquiries on hotel accomodation

Ngu,, Shing Yiing. (2008) Openings and closings of telephone enquiries on hotel accomodation. [Final Year Project Report] (Unpublished)

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Abstract

The aim of the study is to examine the openings and closings of telephone enquiries on hotel accommodation in Kuching city. The objectives of the study were : (i) to examine the structure of the opening and closing of telephone enquiries on hotel accommodation; (ii) to examine language features characterizing openings and closings of hotel enquiries. Telephone conversations between the receptionists of 37 hote ls in Kuching and the researcher had been audio - recorded by using MP4. For the analysis of openings, Pallotti and Varcasia’s (2006) framework for analyzing opening sequence is greeting + identification + availability . As for closing, Colonel - Molina’s (1998 ) framework for analysis is preclosing + new topic initiation + recapitulation + leave taking. The findings revealed that the most common opening sequences are greeting (n=10); greeting + identification (n=10) shared by medium class hotels and budget hotel s. Opening sequence of greeting + identification + availability occurs in hotels with high rating (n=2). There are more openings for hotels with high rating in a conversation rather than medium class hotels and budget hotels because one receptionist switch es the customer to other receptionists. The most common closing sequences are preclosing + leave taking shared by hotels with different rating (n=33). The structure of opening sequence is more standardized than the closing sequence. Hotels with high rating used more formal language features or phrases such as “Thank you for calling” and “May I help you?”. However, the receptionists from budget hotels use not very formal language such as “hello” and “XXX” (hotel name) to greet the customers. As for closing, language features used are similar among hotels such as “Ok”, “Welcome”, “Thank you” and “Bye bye”. However, some receptionists from budget hotels use language features such as “ah” or “mmh” to close the conversation. The data for the study can be used as authentic material for English for Professional Purposes in future.

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