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Library's collection Library's IT development CancelPeople need language as a means of communication in daily life, but it is not
simply a means of communicating information - about the weather or any other
subject. It is also a very important means of establishing and maintaining
relationships with the other people. This thesis is a study of the errors made by
hotel receptionists in communicating with their callers. Errors are typically
produced by apprentice language learners who do not a have a full command of a
language system yet. Therefore, this thesis is trying to make a description of the
kinds of errors, which occured in the conversation between the hotel receptionists
and their guests by analysing the types of errors in their conversation and how
the errors occcured. In this study, the writer only concentrated on grammatical
errors and lexical errors, not on phonological errors. The analysis of this study is
based on each conversation that is assummed to have errors. The writer used a
qualitative approach in doing this study, since she did not intend to make any
generalization from the findings.The subject of this research was 10 hotel
receptionists working in 6 different hotels in Surabaya. The writer collected the
data by speaking with the hotel receptionists through telephone conversations
which were recorded. The recorded conversations were transcribed and analysed.
She applied Error Analysis theories by Corders, Richards,and Henricksons . She
also used several English references to finish this study. From the findings, it is
found that the number of errors resulting in incorrect grammar mostly occured
in tenses. Whereas the greatest number of lexical errors occured in verbThe
writer concluded that most of the hotel receptionists often make errors in
communicating with their callers.