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complaint about the facilities in Siti Hinggil that the bathroom is not clean. “I apologize for the facility which is not maximum in
Siti Hinggil , I will report your complaint to the head of the management as the evaluation to increase the facility to be more
maximum”.
C. The Problems and Solutions of Guiding Technique in Karaton Surkarta Hadiningrat
The guide faced many problems when doing the duties. These problem makes the visitors not satisfied with the guiding service.
1. The problems of Guides
a. The lack of guides who masters English well
The guides of Karaton Surakarta Hadiningrat have a weakness in speaking English. It can be seen from the following aspects:
1 Education Backgroud
Some of guides in Karaton Surakarta Hadiningrat do not have skill in speaking English. Whereas, the skill in
speaking English is important in being a guide. There are two problems that often happen when the guide speaks
English. a
Pronunciation Mostly, the pronunciation becomes
the guide’s problem while guiding. It happens because the guide
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does not have good skill in speaking English. The guide does not take a course to improve their English.
For example, the writer observed a guide when he was guiding the tourist from France. When explaining
about Panggung Sangga Buwono, the guide says , “The
building is so high”. “High” said as ’hī not hēth . It made the tourist confused.
b Vocabulary
The lack of vocabulary repertory often makes the guide difficult to deliver the information to the visitors.
Whereas, a guide is an intrepeter or a translator agent in giving all information for the visitor. Therefore, the
guide should have more vocabularies in their repertory. If the guide does not have a lot of vocabularies, it will
complicate himselfherself. For example, the writer observed a guide when guiding a tourist from Canada.
The guide wanted to explain about the buildings in Siti Hinggil. But, she looked difficult to deliver
infrormation because she has no enough vocabulary repertory.
b. The lack of profesional guides
A profesional guide is one of important things in tourism. A profesional guide in certain tourist attraction is potential to
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increase the number of visitors because the visitor feel satisfied of the service. There are a few profesional guides in Karaton
Surakarta Hadiningrat. The problems of the rest of the guides exclude the professional ones are:
1 Giving the incomplete explanation
In the guding process, the guides in Karaton Surakarta Hadiningrat do not give detail information to the visitors.
Some attractions are not described completely by the guides. It seems that they wanted to finish the guiding
process quickly and moved to the visitors to get more tips from the other ones.
2 Giving less proper attitudes
The guides in Karaton Surakarta Hadiningrat have less proper attitude in giving service to the visitors. The guides
will not escort the visitors if they do not get any tip. Whereas, the duties of profesional guide are to give the
information and to give the best service for the visitors. 2.
The solutions of the guide’s problem a.
Taking a course of foreign language The guide should take a course to increase the skill in foreign
language. The course can be done by taking own course. Besides, tourism management in Karaton Surakarta Hadiningrat can also
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provide course for the guides who want to improve the skill in mastering foreign language.
b. Recruiting professional guide
Tourism management of Karaton Surakarta Hadiningrat should recruit professional guide to increase the quality, service, and
visitor’s satisfaction. However, the management seems less paying attention to the quality of the guides. The guides in Karaton
Surakarta should master foreign language and master guiding technique well, as we know the tourists who come to this site are
not only domestic ones but also foreign. c.
Conducting periodic evaluation A periodic evaluation conducted by tourism management of
Karaton Surakarta Hadiningrat is necessary. By doing this program, the tourism management can evaluate the deficiencies
and the complaints from the visitors, so that, the management can take a solution to these hardships. The management can provide
the understanding to the guide about how they should behave and how they give services to the visitors.
D. The Activity During Job-Training
