@thesis{thesis,
		author={Muhamad Yusuf Effendi },
		title ={Strategies Used By Customer Service And Hospitality Staffs In Handling Foreign Visitors At Juanda Airport T2 Pt. Angkasa Pura I Surabaya},
		year={2020},
		url={https://repository.unair.ac.id/100310/},
		abstract={There are three points that can be concluded. First, the lack of English skill possessed by the customer service and hospitality staffs become an obstacle to communicate with foreign visitors. It makes service and communication are not maximized when handling foreign visitors.
However the customer service and hospitality staffs have their own ways to reduce the limitations. The customer service and hospitality section staffs believe being confident can help them to surpass the limit.
Second, PT. Angkasa Pura 1 should pay more attention in staff recruitment. Some of the customer service and hospitality staffs are not match for the job, especially when English is mainly used in communication. In fact, some staffs cannot speak English very well. It is because the customer service and hospitality staffs were graduated from
varieties of academic major. However, they can still make the foreign visitors understand some the explanation even most of the time using present tense. In addition, the customer service and hospitality staffs politeness and friendly attitude is excellent service for International
Airport standart.}
		}