Russian-speaking tour guide’s language mastery: mastering foreign language for quality service assurance

Gede Ginaya ,Ida Zuraidah ,I Ketut Sadia ,I Made Iwan Indrawan Jendra

doi:10.31940/jasl.v2i2.1079

Abstract

A professional tour guide is regarded as a front-liner of the tourism and the ambassador of his/her country. Therefore, the performance of a tour guide is very important as a quality assurance of services in order to fulfil the tourists’ satisfaction. This study aims at investigating the mastery level of the tour guide’s Russian language related to the quality assurance of uniform services in meeting the tourists’ satisfaction. By applying a descriptive qualitative research, the data was collected through observation, interview, and document review. The theory used to undertake this study is communicative competence (grammar, sociolinguistics, and communicative strategic). The study reveals that the mastery of Russian language for a professional tour guide has been proven to meet the expectation of Russian tourists to get the excellent service as a quality assurance to provide the tourist satisfaction so that products prepared by travel agents and purchased by the tourist are carried out properly.&nbsp

Highlights

Tourism in Indonesia has increased from year to year in line with the government's commitment, especially the Ministry of Tourism to promote Indonesia, which consists of thousands of islands so that there are several well-known and newly introduced tourist destinations
For Bali, which already has a name as the best tourist destination in the world, it is expected to help promote other tourist destinations, as this goal of tourism development was exhibited at the Bali and Beyond Travel Fair (BBTF) 26-29 June 2018
As a customer or customer service tourism industry in general, the hope of Russian tourists is a motivation to satisfy the needs of tourists themselves

Summary

Introduction

Tourism in Indonesia has increased from year to year in line with the government's commitment, especially the Ministry of Tourism to promote Indonesia, which consists of thousands of islands so that there are several well-known and newly introduced tourist destinations. Some of these tourist destinations are spread from the western to eastern parts of Indonesia, such as North Sumatra with Lake Toba attractions and Samosir island, Bangka Belitung (Babel) as new tourist destinations, Kalimantan Island with its mascot of orangutans and Dayak culture, Bali and beyond (Bali) such as NTB, NTT, Maluku, and Papua, which are incorporated in Corridor VI for Eastern Indonesia. After they master the Russian language and take part in a training guide at a travel agency, they attend a tour guide training organized by the Provincial Tourism Office to obtain a tour guide identification card or license

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