A Study Of Politeness Strategy Applied By Hotel Staff In Service

In light of Scollon&Scollon’s involvement and independence strategies, this study discusses the politeness strategies that applied by hotel staff in service. Some suggestions are proposed to solve the problems found in the investigation. As research on service language in hotel management are few at present, the conclusions of this study may serve as references for hotel management and other service industries.Four five-star hotels are investigated in this study, including93conversations,50interviewes with guests, and100questionnaires from hotel staff. The result shows that except for Scollon&Scollon’s politeness strategies, euphemism and humor are also employed by hotel staff in their service. The forbidden expression in service language, such as nicknames, local dialect and silence, they are not only applied by the staff, but also approved by most guests. In addition, it is the excessive employee turnover that disrupts the stability of hotel service. And more, the shortage of emergency training for new staff also affects the improvement of the service quality.Service quality is critical to the hotel to win from the fierce race. While, to some extent, the application of politeness language doubtlessly plays an important role in the whole service process. With the consideration of this, this thesis gives some suggestions for the hotel service:first, lifting its ban on some certain forbidden language; second, keeping a balanced number in hotel interns; third, applying Situational Teaching Method in the staff training with more attention to the emergency training.