Host-guest language: exploring directive speech acts and politeness strategies of Jordanian student trainees in hotel interactions

Directive speech acts are prominent in the commercial host-guest interactions (HGIs). Given the nature of the hospitality context where clarity, mutual understanding and avoiding face-threats are essential, an in-depth understanding of how student trainees (STs) use directives and politeness strategies with guests needs to be explored. To date, studies on how directives are used in HGIs concerning naturally-occurring language have been under-researched especially among STs in Jordan. This study explored how twelve Jordanian STs use directive speech acts and the politeness strategies in handling guests‟ demands and needs in the encounter. Based on the purposive sampling, the data were collected from observations and recorded conversations between the trainees and hotel guests. In-depth interviews with the trainees about their speech acts and politeness strategies were also
conducted. The interaction and interview transcriptions were interpreted manually using thematic analysis. The findings indicate that the trainees overuse imperatives, the „want‟ statements and the external modifiers especially grounders. They under-use conventional indirect directives, hints and the internal modifiers,
particularly the modal hedges. The findings demonstrate that the trainees use nonverbal language, opening, closing, clear directives and even switch accents to minimise face-threats, associate with and establish good rapport with the guests. The study provides the understanding of the language of direct directives and external
modifiers to minimise face-threats and achieve clarity. It highlights the significance of interviews as reflective methods on the recorded observations of actual interactions to obtain more accurate information of the directives and strategies used. It also gives hotel trainees, teachers and decision-makers the insights into appropriate
nonverbal behaviours, closing and opening directives in HGIs. The study recommends that trainees be exposed to specific materials that rely on naturalistic data to raise awareness in performing directives competently with others in the hotel context.