Can Futsugo be Acceptable in Hotel Services? A Case Study of a Hotel in Bali

Abstract

This article discusses futsugo (Japanese daily language). The aim of this research is to know whether Futsugo style can be used at hotel services. As we know that hotels are the main constituent of the hospitality industry which keep special attention to courtesy and services, so is it possible for the hotel staff to use it? Does it threaten guests' faces?  The data analyzed is conversation instances between Japanese guests and hotel staff in Bali hotels. The sampling used is a random sampling technique. The sample used in the study is 10 hotels out of 73 five-star hotels in Bali. The conversation data is recorded with mobile phones by hotel staff. The total number of the hotel staff members as the subjects of this research is 15 participants. The data was conducted from May 2019 till August 2019. Brown and Levinson's (1987) politeness theory is used to analyze conversations between Japanese guests and hotel staff in Bali from the stages of arrival, familiarization, and engagement until departure. Based on data analysis, it is known that generally hotel staff use negative politeness strategies alternately with positive politeness strategies depending on the context of the speech situation. From these four those stages, it is found that Futsugo  utterances are  at the engagement stage.  Futsugo style was used by the staff during handling guest complaints. In one dialogue, Futsugo's utterance was found in the form of question sentences without question marks, but using the rising intonation and confirmation of the guest’s answer without the copula desu. According to the analysis of the conversation data, futsugo utterances are used by hotel staff and guests as a practical way of communicating. Futsugo's utterances which tend to be short are easier to catch by the ear, making it easier to handle guest complaints. If viewed from the perspective of politeness theory, this speech can still be accepted. It can be seen from the whole conversation where negative politeness strategies and positive politeness strategies are applied in one dialogue that the appearance of Futsugo's utterances is still considered acceptable and does not threaten guests' faces.