STORIES BEHIND THE SMILE EXPLORING CASHIERS’ ENGLISH ENCOUNTERS WITH FOREIGN TOURISTS IN KAYUTANGAN HERITAGE

Abstract

This study explores café cashiers’ experiences of using English when interacting with foreign tourists in Kayutangan Heritage, Malang. Using a qualitative narrative inquiry approach, data were collected through interviews and observations involving three café cashiers. The findings show that English is important for handling transactions, explaining menus, and providing information. However, the participants experienced challenges such as limited vocabulary, pronunciation difficulties, unfamiliar accents, nervousness, and time pressure. To overcome these difficulties, they used Google Translate, gestures, repetition, simplified expressions, and assistance from coworkers. The study highlights the need for practical English training tailored to tourism and hospitality workplaces.

Keywords: English, café cashiers, foreign tourists, communication challenges, communication strategies, Kayutangan Heritage