English Functions and Expressions Used by Hotel Receptionists

Abstract

This research aims to examine the frequency of functions and analyze the English expressions utilized by hotel receptionists in practical job settings. The study employs a quantitative analysis methodology, comprehensively collecting data from a total of 81 online resources between June and October 2025. These sources comprise 43 online webpages offering vocabulary, 26 social media platforms (YouTube and TikTok) featuring visual dialogues, and 12 eBooks or PDFs, utilizing key search terms related to English communication for hotel and receptionist roles. The methodology involved identifying six core functions of the receptionist role and analyzing the frequency of associated English expressions using Google Sheets, ensuring that duplicate expressions were excluded for accuracy. The results reveal that the function with the highest frequency of English expressions used by hotel receptionists is Providing Information and Customer Service, with 413 expressions (39.78%). This is closely followed by Hospitality and Services (specialized function), accounting for 389 expressions (37.48%), and the third highest is Greeting and Welcoming Visitors, with 165 expressions (15.90%). This finding offers clear insights into the functional priority of English language use in the receptionist context, which is highly beneficial for developing specialized English training curricula.