Dealing With Various Guests' Questions About The Hotel and Tourist Destinations When Working As A Bellboy At Novotel Hotel Bandung.
ABSTRACT
Tugas akhir ini membahas mengenai masalah yang saya hadapi dalam
masa magang saya sebagai bellboy di Hotel Novotel. Masalah tersebut
adalah ketika saya harus menjawab pertanyaan-pertanyaan dari tamu
seputar hotel dan tujuan wisata di Bandung. Berdasarkan analisis, saya
menemukan bahwa penyebab masalah tersebut adalah saya sebagai
bellboy trainee hanya mempunyai pengetahuan yang sedikit di bidang
hotel dan tujuan wisata di Bandung. Selain itu, saya terlalu mengandalkan
bantuan dari staff senior untuk menjawab pertanyaan tersebut. Masalah
ini pun membawa beberapa akibat, yaitu tamu merasa kecewa ketika saya
tidak dapat memberikan jawaban yang memuaskan, kemudian bell captain
atau supervisor merasa kecewa dengan performa yang saya tunjukkan,
dan staff yang lain akan berpikir bahwa saya tidak mampu untuk
menjawab pertanyaan dari tamu.
Berdasarkan teori, saya mencoba mengusulkan tiga buah solusi untuk
mengatasi masalah tersebut. Solusi pertama adalah penggunaan alat
seperti brosur hotel dan peta Bandung untuk membantu saya menjawab
pertanyaan dari tamu. Solusi kedua adalah meminta pertolongan dari staff
senior yang dapat mengajarkan dan memberi saya masukan. Solusi ketiga
adalah perlunya mengikuti sebuah training sebelum melakukan pekerjaan
yang sebenarnya. Setelah menganalisis dampak positif dan negatif dari
ketiga solusi tersebut, saya menyimpulkan bahwa gabungan ketiga solusi,
merupakan langkah yang paling efektif untuk mengatasi masalah yang
saya hadapi.
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TABLE OF CONTENTS
ABSTRACT ............................................................................................
i
DECLARATION OF ORIGINALITY .......................................................
ii
ACKNOWLEDGEMENTS ......................................................................
iii
TABLE OF CONTENTS.........................................................................
iv
CHAPTER I. INTRODUCTION ..............................................................
1
A. Background of the Study
B. Identification of the Problem
C. Objectives and Benefits of the Study
D. Description of the Institution
E. Method of the Study
F. Limitation of the Study
G. Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS ....................................................
6
CHAPTER III. POTENTIAL SOLUTIONS .............................................
10
CHAPTER IV. CONCLUSION ...............................................................
15
BIBLIOGRAPHY
APPENDICES:
A. FLOWCHART
B. TRANSCRIPTION OF THE INTERVIEW
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Maranatha Christian University
APPENDIX A: FLOWCHART
Causes:
1. I, as a bellboy trainee only have
little knowledge on both hotel
and tourist destination in
Bandung
2. I was too much relying on senior
staff to help me answer every
question that was asked by the
guests.
Potential Negative Effect:
brochures only contain
information about the hotel,
while guests’ questions are
usually various.
Potential Negative Effect:
I will be considered incompetent and
unconfident by my seniors.
Potential Negative Effect:
Eventhough I have gone through a
training programme, my level of
service may not meet the hotel’s
standard.
Effects:
1. The guests were disappointed with
me as I could not give satisfying
answers.
2. The bell captain or the supervisor
was disappointed with my
performance.
3. The other staff thought that I was not
capable of getting along well with the
guests, specifically in handling
guests’ question.
Problem:
as a new bellboy trainee, I
am having a hard time to
answer questions related to
the hotel and tourist
destinations in Bandung.
Potential Solution I:
I should use tools to help me,
such as hotel brochure and the
map of Bandung.
Potential Solution II:
I should ask the support of my
senior colleagues who can
advise and teach me.
Potential Solution III:
I should have a training before
starting doing the job.
Potential Positive Effect:
The guests will feel satisfied, as I can
give them quick answers.
Potential Positive Effects:
1. I can get information that can help
me deal with guests’ question.
2. I can build a relationship with my
senior colleagues, so that I can
enjoy my working experience.
Potential Positive Effect:
I will be more encouraged and selfconfident.
Chosen Solution:
I chose to combine all the
potential solutions
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APPENDIX B : TRANSCRIPTION OF THE INTERVIEW
Name of interviewer : Paul Tambahani
Name of respondent : Rifky Safari
Day & Date of interview : Monday, September 30, 2012
Place of interview : Back office, Novotel Hotel Bandung
Paul
: Selamat siang Pak Rifky.
Pak Rifky
: Siang juga Paul.
Paul
: Saya ingin bertanya beberapa hal mengenai bellboy nih
Pak.
Pak Rifky
: Silahkan.
Paul
: Saya langsung saja bertanya yah Pak. Menurut bapak,
seberapa
Pak Rifky
pentingkah peran Bellboy di dalam hotel ?
: Semua departemen di hotel itu punya tugas masing-masing
yah. Kita
di front office khususnya di concierge ini,
sangat erat sekali berhubungan dengan para tamu. Mulai
dari tamu check-in hingga check-out, kita sebagai bellboy
sangat diharapkan untuk dapat memenuhi semua
kebutuhan tamu tersebut.
Paul
: Baik, untuk pertaanyan kedua nih pak, saya yang
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sebelumnya tidak punya latar belakang pendidikan hotel
dan hanya bermodalkan kemampuan berbahasa inggris ini,
cukup sering kebingungan nih pak dalam melayani
pertanyaan dari tamu hotel. Kemudian saya mulai meminta
bantuan dari
staff bellboy yang lain untuk membantu.
Apakah itu dinilai baik ataukah jelek ?
Pak Rifky
: Oh untuk itu tidak perlu khawatir ul, selama masa training
yang lalu kan, kita dilatih untuk siap menghadapi berbagai
masalah yang bisa saja muncul setiap saat. Kalau kamu
memang butuh bantuan itu wajar saja lah. Hanya perlu
diingat, ya tidak baik juga yah kalau terlalu sering meminta
bantuan ke staff lain, mereka juga itu kan punya tugas yang
lain juga yah.
Paul
: Begitu yah pak, kemudian untuk status saya yang training
ini, apakah dibedakan statusnya dengan staff yang lain nih
pak ?
Pak Rifky
: Hahaha, boleh saja kamu itu anak training tapi kalau kamu
kerja nya bagus kan tidak menutup kemungkinan suatu
hari nanti kamu bisa jadi daily worker atau bahkan bisa jadi
staff tetap di sini kan ul. Tapi ada satu hal yang musti saya
ingatkan yah ul, terkait dengan staff training, tidak
hanya
di front office tapi juga di departemen-departemen yang
lain juga, setiap anak training itu punya tanggung jawab
yang sama dengan staff yang lain. Walaupun training, tapi
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tetap harus bisa menjalankan semua daily job yang sudah
ditentukan.
Paul
: Penjelasan yang super sekali nih pak. Terima kasih untuk
waktu dan kesediaanya yah pak sudah mau diwawancara.
Pak Rifky
: Oh sama-sama yah ul, semoga cepet beres kuliah nya yah.
Paul
: Iya, terima kasih pak.
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
Working in the hotel as a bellboy is one job people consider as a
position that requires a lot of muscle skills. Bagyono lists the job
descriptions of a bellboy as follow: welcome the guest, carry guest’s
luggage, secure guest’s luggage, guide the guest to check-in counter,
guide the guest to their room, carry guest luggage to their room and show
the room as well as the facilities (66). There are prejudices about the job,
but after I have my own experience as a bellboy in Novotel Bandung,
changed my opinion of working as a bellboy. During my internship at
Novotel Hotel Bandung, I got a lot of true stories which told me that most
of hoteliers started their career as a bellboy. It shows that before people
got to the top of their career, they have to start from below, but they start
the job as well as they can, and it determines where they will be at in the
following years.
During my internship, there were some difficulties that I had to deal
with. One of them is that I do not have much knowledge on the hotel and
Maranatha Christian University
hotel industry. The only thing that helped me a lot was the lessons in the
subject “Hospitality in Tourism” and all the theories from the visiting
managers from Hilton Hotel Bandung, that was meant to help hoteliers
when they face a problem. The other problem that also occurred when I
did my internship at Novotel Hotel, was that the guests often asked about
several tourist destinations which I have very little knowledge on.
Judging from the problems mention above, I would like to bring them up
into the topic for my term paper, which is entitled “Dealing with various
guests’ questions about the hotel and tourist destinations when working as
a bellboy at Novotel Hotel Bandung”. In the paper, I would like to present
an analysis of the problem as well as to investigate the solutions of the
problem both critically and comprehensively, to find out the best solution.
B. Identification of the problem
Based on my experience as a bellboy trainee at Novotel Hotel
Bandung, I would like to discuss the following:
1. Why did I, as a bellboy trainee, have a problem in answering guests
questions about hotel and tourist destinations in Bandung?
2. How did the problem affect my working performance ?
3. How should I overcome the problem ?
C. Objectives and Benefits of the Study
The first objective of this study is to find out the reasons why, I, as
bellboy trainee have difficulty in answering the questions from guests.
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The second objective is to find out how the problem affected my working
performance. The third objective is to find the solutions to overcome the
problem. In addition, this study offers three benefits. Firstly, I will be made
aware of my inability and how to cope with it. Secondly, the readers can
get useful information about how to deal with those problems when they
become a trainee or even when they work as a bellboy. Thirdly, for the
hotel itself, they will know the problem of a bellboy trainee might face, and
the hotel can get some ideas on how to deal with the problem.
D. Description of the Institution
According to “Novotel”, the first hotel was established, and in 1967
“Novotel is a 4-star International midscale brand for business & leisure
travelers, with hotels located in the heart of major international cities,
business districts and tourist destinations” (par. 1).
In an article entitled “Hotel Novotel Bandung” it is stated that “Novotel
Bandung is a four-star International Hotel and conveniently located in the
centre of Bandung, which is on Jalan Cihampelas No. 23-25 Bandung
40171, West Java, Indonesia. The General Manager at the present time is
Mr. Marak Setiadi. The hotel features 156 rooms, and also offers a
conference facility for a capacity of 500 people. For the convenience of the
guests, the hotel has a swimming pool, fitness centre & spa and the
Square Restaurant to enjoy meal or an intimate drink in the lounge bar. It
is the perfect base for exploring the rich colonial architecture of the city. It
has a strategic location, as it is positioned near to a great shopping mall at
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Cihampelas Walk. It is only 10 minutes from the Airport or Train Station.
The place is ideal for business trips and holidays” (par. 1). The hotel
mission of the year 2012 is “Let’s keep the highest standard of service and
performance” which can be spotted at the bulletin board in the groundfloor
area of Novotel Hotel Bandung.
E. Methods of the Study
There are several methods of the study that I use to collect the data for
this term paper. The first method is self-observation, in which the data are
collected from my three months internship. The next method is interview to
collect the data from a concierge staff to support the information of this
term paper, and the last method is library research to complete the
theories to support the analysis in this term paper.
F. Limitation of the Study
The limitation of my study is to find out the reasons why I, as a bellboy
trainee had such difficulty in answering guest questions and the solution in
order to overcome my incapacity as I try to answer guest questions. I have
done my internship from 18 June 2012 to 15 September 2012.
G. Organization of the Term Paper
This term paper has four chapters. The first chapter is the Introduction,
which contains Background of the Study, Identification of the Problem,
Objectives and Benefits of the Study, Description of the Institution, Method
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of the Study, Limitation of the Study, and Organization of the Term Paper.
The second chapter is Problem Analysis, containing the analysis of the
causes and effects of the problem. The third chapter is Potential Solutions,
which contains three potential solutions with the analysis of the positive
and negative effects of each solution. The last chapter is Conclusion,
containing the best solution chosen from the potential solutions. The paper
ends with Bibliography, which contains publishing information of the
references and Appendices contain a Flowchart, and Transcription of the
Interview.
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Maranatha Christian University
CHAPTER IV
CONCLUSION
In this chapter, I would like to discuss about the chosen solution for
my problem which is difficulties in dealing with various guests’ questions
about the hotel and tourist destinations when working as a bellboy at
Novotel Hotel Bandung. There are two causes of my problems. First, I, as
a bellboy trainee, had only little knowledge on both the hotel and tourist
destinations in Bandung. Second, I was too much relying on senior staff to
help me answer every guests’ question that was asked by the guests. The
problem also affected my performance during my internship. The guests
were disappointed with me as I could not give satisfying answers, also the
bell captain or supervisor was disappointed with my performance, and the
other staff thought that I was not capable of giving satisfactory answers,
when handling guests’ questions. There are three potential solutions to my
problem. The first potential solution is I use tools to help me, such as hotel
brochure and the map of Bandung. The second potential solution is I ask
support from my senior
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colleagues who can advise and teach me. Then the last potential solution
is I should have a training before starting doing the job.
After doing an analysis of the potential positive and negative effects of
each potential solution, I conclude that to combine all of three potential
solutions will be the best solution to my problem. The reason why I
combine all the potential solutions is because each solution can support
one another to help me be more confident and ready to answer all guests’
question. When the hotel provide the hotel brochures, I can be more
confident as I can refer to them when the guests ask questions about the
hotel. Cooperation with the senior colleagues will also help me when the
guests ask detailed questions about the hotel. When the guests ask
questions about tourist destinations, for example, about location of one
museum in Bandung which I never heard about. I can ask my experienced
senior staff and help the guest by showing the map of Bandung to the
guest. Having a training before I start working is also important, as it can
help me know what I have to deal with as a bellboy trainee. In addition, the
training can also give knowledge on how I should deal with the guests.
When I can provide answers for the guest’s questions but without having
the knowledge in how to answer the guests’ question in a proper way, the
guests may feel disappointed with how I behave. Having the training can
also decrease my tendency to be dependent on my senior colleagues.
Thus, using all three potential solutions, the brochures, maps, the help
from senior and having the training program will help me overcome my
difficulties.
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Maranatha Christian University
BIBLIOGRAPHY
PRINTED SOURCE :
Bagyono. Teori dan Praktik Hotel Front Office. Bandung: Alfabeta, 2008.
ELECTRONIC SOURCES :
Daniels, John Ray. “Why Use a Brochure.” Dadooda. 14 September 2010.
15 April 2013.
Kolah, Varzan S. “To Self-Service or Not To Self-Service? That is the
Question for Hotels.” 27 March 2013.
Mckay, Dawn Rosenberg. “How to Get Along With Your Colleagues.”
Careerplanning. 20 April 2013.
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Xiao, Yang. “The Importance of Staff Training in the Hotel Industry.”
22April2013.
“Concierge Work” Bestsampleresume. 1 April 2013.
“Hotel Novotel Bandung” Novotel. 1 April 2013.
“Novotel.” Accor. 1 April 2013.
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“Peer Worker Relationships.” 2008. 10 May 2013.
“The Importance of Training Towards Hospitality in order to Enhance the
Service Quality” 2003. 7 May 2013.
“Working with Your Colleagues.” heacademy. 2010. 22 April 2013.
INTERVIEW
Safari, Rifky. Personal interview. 30 September 2012.
Maranatha Christian University
Maranatha Christian University
Maranatha Christian University
Tugas akhir ini membahas mengenai masalah yang saya hadapi dalam
masa magang saya sebagai bellboy di Hotel Novotel. Masalah tersebut
adalah ketika saya harus menjawab pertanyaan-pertanyaan dari tamu
seputar hotel dan tujuan wisata di Bandung. Berdasarkan analisis, saya
menemukan bahwa penyebab masalah tersebut adalah saya sebagai
bellboy trainee hanya mempunyai pengetahuan yang sedikit di bidang
hotel dan tujuan wisata di Bandung. Selain itu, saya terlalu mengandalkan
bantuan dari staff senior untuk menjawab pertanyaan tersebut. Masalah
ini pun membawa beberapa akibat, yaitu tamu merasa kecewa ketika saya
tidak dapat memberikan jawaban yang memuaskan, kemudian bell captain
atau supervisor merasa kecewa dengan performa yang saya tunjukkan,
dan staff yang lain akan berpikir bahwa saya tidak mampu untuk
menjawab pertanyaan dari tamu.
Berdasarkan teori, saya mencoba mengusulkan tiga buah solusi untuk
mengatasi masalah tersebut. Solusi pertama adalah penggunaan alat
seperti brosur hotel dan peta Bandung untuk membantu saya menjawab
pertanyaan dari tamu. Solusi kedua adalah meminta pertolongan dari staff
senior yang dapat mengajarkan dan memberi saya masukan. Solusi ketiga
adalah perlunya mengikuti sebuah training sebelum melakukan pekerjaan
yang sebenarnya. Setelah menganalisis dampak positif dan negatif dari
ketiga solusi tersebut, saya menyimpulkan bahwa gabungan ketiga solusi,
merupakan langkah yang paling efektif untuk mengatasi masalah yang
saya hadapi.
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT ............................................................................................
i
DECLARATION OF ORIGINALITY .......................................................
ii
ACKNOWLEDGEMENTS ......................................................................
iii
TABLE OF CONTENTS.........................................................................
iv
CHAPTER I. INTRODUCTION ..............................................................
1
A. Background of the Study
B. Identification of the Problem
C. Objectives and Benefits of the Study
D. Description of the Institution
E. Method of the Study
F. Limitation of the Study
G. Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS ....................................................
6
CHAPTER III. POTENTIAL SOLUTIONS .............................................
10
CHAPTER IV. CONCLUSION ...............................................................
15
BIBLIOGRAPHY
APPENDICES:
A. FLOWCHART
B. TRANSCRIPTION OF THE INTERVIEW
Maranatha Christian University
Maranatha Christian University
APPENDIX A: FLOWCHART
Causes:
1. I, as a bellboy trainee only have
little knowledge on both hotel
and tourist destination in
Bandung
2. I was too much relying on senior
staff to help me answer every
question that was asked by the
guests.
Potential Negative Effect:
brochures only contain
information about the hotel,
while guests’ questions are
usually various.
Potential Negative Effect:
I will be considered incompetent and
unconfident by my seniors.
Potential Negative Effect:
Eventhough I have gone through a
training programme, my level of
service may not meet the hotel’s
standard.
Effects:
1. The guests were disappointed with
me as I could not give satisfying
answers.
2. The bell captain or the supervisor
was disappointed with my
performance.
3. The other staff thought that I was not
capable of getting along well with the
guests, specifically in handling
guests’ question.
Problem:
as a new bellboy trainee, I
am having a hard time to
answer questions related to
the hotel and tourist
destinations in Bandung.
Potential Solution I:
I should use tools to help me,
such as hotel brochure and the
map of Bandung.
Potential Solution II:
I should ask the support of my
senior colleagues who can
advise and teach me.
Potential Solution III:
I should have a training before
starting doing the job.
Potential Positive Effect:
The guests will feel satisfied, as I can
give them quick answers.
Potential Positive Effects:
1. I can get information that can help
me deal with guests’ question.
2. I can build a relationship with my
senior colleagues, so that I can
enjoy my working experience.
Potential Positive Effect:
I will be more encouraged and selfconfident.
Chosen Solution:
I chose to combine all the
potential solutions
Maranatha Christian University
APPENDIX B : TRANSCRIPTION OF THE INTERVIEW
Name of interviewer : Paul Tambahani
Name of respondent : Rifky Safari
Day & Date of interview : Monday, September 30, 2012
Place of interview : Back office, Novotel Hotel Bandung
Paul
: Selamat siang Pak Rifky.
Pak Rifky
: Siang juga Paul.
Paul
: Saya ingin bertanya beberapa hal mengenai bellboy nih
Pak.
Pak Rifky
: Silahkan.
Paul
: Saya langsung saja bertanya yah Pak. Menurut bapak,
seberapa
Pak Rifky
pentingkah peran Bellboy di dalam hotel ?
: Semua departemen di hotel itu punya tugas masing-masing
yah. Kita
di front office khususnya di concierge ini,
sangat erat sekali berhubungan dengan para tamu. Mulai
dari tamu check-in hingga check-out, kita sebagai bellboy
sangat diharapkan untuk dapat memenuhi semua
kebutuhan tamu tersebut.
Paul
: Baik, untuk pertaanyan kedua nih pak, saya yang
Maranatha Christian University
sebelumnya tidak punya latar belakang pendidikan hotel
dan hanya bermodalkan kemampuan berbahasa inggris ini,
cukup sering kebingungan nih pak dalam melayani
pertanyaan dari tamu hotel. Kemudian saya mulai meminta
bantuan dari
staff bellboy yang lain untuk membantu.
Apakah itu dinilai baik ataukah jelek ?
Pak Rifky
: Oh untuk itu tidak perlu khawatir ul, selama masa training
yang lalu kan, kita dilatih untuk siap menghadapi berbagai
masalah yang bisa saja muncul setiap saat. Kalau kamu
memang butuh bantuan itu wajar saja lah. Hanya perlu
diingat, ya tidak baik juga yah kalau terlalu sering meminta
bantuan ke staff lain, mereka juga itu kan punya tugas yang
lain juga yah.
Paul
: Begitu yah pak, kemudian untuk status saya yang training
ini, apakah dibedakan statusnya dengan staff yang lain nih
pak ?
Pak Rifky
: Hahaha, boleh saja kamu itu anak training tapi kalau kamu
kerja nya bagus kan tidak menutup kemungkinan suatu
hari nanti kamu bisa jadi daily worker atau bahkan bisa jadi
staff tetap di sini kan ul. Tapi ada satu hal yang musti saya
ingatkan yah ul, terkait dengan staff training, tidak
hanya
di front office tapi juga di departemen-departemen yang
lain juga, setiap anak training itu punya tanggung jawab
yang sama dengan staff yang lain. Walaupun training, tapi
Maranatha Christian University
tetap harus bisa menjalankan semua daily job yang sudah
ditentukan.
Paul
: Penjelasan yang super sekali nih pak. Terima kasih untuk
waktu dan kesediaanya yah pak sudah mau diwawancara.
Pak Rifky
: Oh sama-sama yah ul, semoga cepet beres kuliah nya yah.
Paul
: Iya, terima kasih pak.
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
Working in the hotel as a bellboy is one job people consider as a
position that requires a lot of muscle skills. Bagyono lists the job
descriptions of a bellboy as follow: welcome the guest, carry guest’s
luggage, secure guest’s luggage, guide the guest to check-in counter,
guide the guest to their room, carry guest luggage to their room and show
the room as well as the facilities (66). There are prejudices about the job,
but after I have my own experience as a bellboy in Novotel Bandung,
changed my opinion of working as a bellboy. During my internship at
Novotel Hotel Bandung, I got a lot of true stories which told me that most
of hoteliers started their career as a bellboy. It shows that before people
got to the top of their career, they have to start from below, but they start
the job as well as they can, and it determines where they will be at in the
following years.
During my internship, there were some difficulties that I had to deal
with. One of them is that I do not have much knowledge on the hotel and
Maranatha Christian University
hotel industry. The only thing that helped me a lot was the lessons in the
subject “Hospitality in Tourism” and all the theories from the visiting
managers from Hilton Hotel Bandung, that was meant to help hoteliers
when they face a problem. The other problem that also occurred when I
did my internship at Novotel Hotel, was that the guests often asked about
several tourist destinations which I have very little knowledge on.
Judging from the problems mention above, I would like to bring them up
into the topic for my term paper, which is entitled “Dealing with various
guests’ questions about the hotel and tourist destinations when working as
a bellboy at Novotel Hotel Bandung”. In the paper, I would like to present
an analysis of the problem as well as to investigate the solutions of the
problem both critically and comprehensively, to find out the best solution.
B. Identification of the problem
Based on my experience as a bellboy trainee at Novotel Hotel
Bandung, I would like to discuss the following:
1. Why did I, as a bellboy trainee, have a problem in answering guests
questions about hotel and tourist destinations in Bandung?
2. How did the problem affect my working performance ?
3. How should I overcome the problem ?
C. Objectives and Benefits of the Study
The first objective of this study is to find out the reasons why, I, as
bellboy trainee have difficulty in answering the questions from guests.
Maranatha Christian University
The second objective is to find out how the problem affected my working
performance. The third objective is to find the solutions to overcome the
problem. In addition, this study offers three benefits. Firstly, I will be made
aware of my inability and how to cope with it. Secondly, the readers can
get useful information about how to deal with those problems when they
become a trainee or even when they work as a bellboy. Thirdly, for the
hotel itself, they will know the problem of a bellboy trainee might face, and
the hotel can get some ideas on how to deal with the problem.
D. Description of the Institution
According to “Novotel”, the first hotel was established, and in 1967
“Novotel is a 4-star International midscale brand for business & leisure
travelers, with hotels located in the heart of major international cities,
business districts and tourist destinations” (par. 1).
In an article entitled “Hotel Novotel Bandung” it is stated that “Novotel
Bandung is a four-star International Hotel and conveniently located in the
centre of Bandung, which is on Jalan Cihampelas No. 23-25 Bandung
40171, West Java, Indonesia. The General Manager at the present time is
Mr. Marak Setiadi. The hotel features 156 rooms, and also offers a
conference facility for a capacity of 500 people. For the convenience of the
guests, the hotel has a swimming pool, fitness centre & spa and the
Square Restaurant to enjoy meal or an intimate drink in the lounge bar. It
is the perfect base for exploring the rich colonial architecture of the city. It
has a strategic location, as it is positioned near to a great shopping mall at
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Cihampelas Walk. It is only 10 minutes from the Airport or Train Station.
The place is ideal for business trips and holidays” (par. 1). The hotel
mission of the year 2012 is “Let’s keep the highest standard of service and
performance” which can be spotted at the bulletin board in the groundfloor
area of Novotel Hotel Bandung.
E. Methods of the Study
There are several methods of the study that I use to collect the data for
this term paper. The first method is self-observation, in which the data are
collected from my three months internship. The next method is interview to
collect the data from a concierge staff to support the information of this
term paper, and the last method is library research to complete the
theories to support the analysis in this term paper.
F. Limitation of the Study
The limitation of my study is to find out the reasons why I, as a bellboy
trainee had such difficulty in answering guest questions and the solution in
order to overcome my incapacity as I try to answer guest questions. I have
done my internship from 18 June 2012 to 15 September 2012.
G. Organization of the Term Paper
This term paper has four chapters. The first chapter is the Introduction,
which contains Background of the Study, Identification of the Problem,
Objectives and Benefits of the Study, Description of the Institution, Method
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of the Study, Limitation of the Study, and Organization of the Term Paper.
The second chapter is Problem Analysis, containing the analysis of the
causes and effects of the problem. The third chapter is Potential Solutions,
which contains three potential solutions with the analysis of the positive
and negative effects of each solution. The last chapter is Conclusion,
containing the best solution chosen from the potential solutions. The paper
ends with Bibliography, which contains publishing information of the
references and Appendices contain a Flowchart, and Transcription of the
Interview.
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CHAPTER IV
CONCLUSION
In this chapter, I would like to discuss about the chosen solution for
my problem which is difficulties in dealing with various guests’ questions
about the hotel and tourist destinations when working as a bellboy at
Novotel Hotel Bandung. There are two causes of my problems. First, I, as
a bellboy trainee, had only little knowledge on both the hotel and tourist
destinations in Bandung. Second, I was too much relying on senior staff to
help me answer every guests’ question that was asked by the guests. The
problem also affected my performance during my internship. The guests
were disappointed with me as I could not give satisfying answers, also the
bell captain or supervisor was disappointed with my performance, and the
other staff thought that I was not capable of giving satisfactory answers,
when handling guests’ questions. There are three potential solutions to my
problem. The first potential solution is I use tools to help me, such as hotel
brochure and the map of Bandung. The second potential solution is I ask
support from my senior
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colleagues who can advise and teach me. Then the last potential solution
is I should have a training before starting doing the job.
After doing an analysis of the potential positive and negative effects of
each potential solution, I conclude that to combine all of three potential
solutions will be the best solution to my problem. The reason why I
combine all the potential solutions is because each solution can support
one another to help me be more confident and ready to answer all guests’
question. When the hotel provide the hotel brochures, I can be more
confident as I can refer to them when the guests ask questions about the
hotel. Cooperation with the senior colleagues will also help me when the
guests ask detailed questions about the hotel. When the guests ask
questions about tourist destinations, for example, about location of one
museum in Bandung which I never heard about. I can ask my experienced
senior staff and help the guest by showing the map of Bandung to the
guest. Having a training before I start working is also important, as it can
help me know what I have to deal with as a bellboy trainee. In addition, the
training can also give knowledge on how I should deal with the guests.
When I can provide answers for the guest’s questions but without having
the knowledge in how to answer the guests’ question in a proper way, the
guests may feel disappointed with how I behave. Having the training can
also decrease my tendency to be dependent on my senior colleagues.
Thus, using all three potential solutions, the brochures, maps, the help
from senior and having the training program will help me overcome my
difficulties.
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BIBLIOGRAPHY
PRINTED SOURCE :
Bagyono. Teori dan Praktik Hotel Front Office. Bandung: Alfabeta, 2008.
ELECTRONIC SOURCES :
Daniels, John Ray. “Why Use a Brochure.” Dadooda. 14 September 2010.
15 April 2013.
Kolah, Varzan S. “To Self-Service or Not To Self-Service? That is the
Question for Hotels.” 27 March 2013.
Mckay, Dawn Rosenberg. “How to Get Along With Your Colleagues.”
Careerplanning. 20 April 2013.
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Xiao, Yang. “The Importance of Staff Training in the Hotel Industry.”
22April2013.
“Concierge Work” Bestsampleresume. 1 April 2013.
“Hotel Novotel Bandung” Novotel. 1 April 2013.
“Novotel.” Accor. 1 April 2013.
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“Peer Worker Relationships.” 2008. 10 May 2013.
“The Importance of Training Towards Hospitality in order to Enhance the
Service Quality” 2003. 7 May 2013.
“Working with Your Colleagues.” heacademy. 2010. 22 April 2013.
INTERVIEW
Safari, Rifky. Personal interview. 30 September 2012.
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