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This study aims to examine the application of heart-centered communication based on Nonviolent Communication (NVC) Theory in interactions between employees and guests at the Masainn Hotel, Kuta, Bali. NVC, developed by Marshall Rosenberg, stresses empathetic engagement built on four core components: observation, feelings, needs, and requests. Using a descriptive qualitative approach, data were collected through in-depth interviews with guests and direct field observations of daily service interactions. The findings indicate that employees consistently apply empathy-driven communication by offering warm greetings, attentive service, and genuine emotional presence. These behaviors help create a family-like environment that makes guests feel comfortable and emotionally connected to the hotel. Notably, one guest reported returning to the hotel for three consecutive years, having been introduced by a friend who has been a loyal customer for nine years. This demonstrates that NVC-based communication contributes significantly to guest satisfaction, trust, and long-term loyalty. Furthermore, the study highlights the strategic role of emotional intelligence and compassionate communication in shaping service quality within the hospitality industry. By integrating NVC principles into daily service practices, hotels can foster stronger interpersonal relationships, enhance guest experiences, and build sustainable customer retention.

The first education of a child is parents, parents forbid how children behave and behave, every human being has a different way of shaping children's behavior, but it is different from children who live in foster care, children who are in orphanages are children who have deficiencies in the economy , children who do not have parents and others, those who are in orphanages are educated by foster parents or better known as caregivers. The focus of the researcher's research is to find out the efforts of caregivers in developing the discipline of orphanage children, in orphanages the attitudes and behavior of children are formed, namely how they work and behave, especially in forming child discipline. Caregivers have an important role in educating orphans both in small and big matters, various efforts are made by caregivers so that they can make foster children become good individuals and be able to be responsible for what is assigned to them so that they become trained. At the Aisyiyah Orphanage, giving punishment is the most frequently used effort by caregivers to make the orphanage children discipline, especially for children who have been repeatedly advised but are not deterred. This research method is a qualitative research with a descriptive approach