Escorting and Serving The Guests in Purnawarman Restaurant as an Outlet Server at Hilton Hotel Bandung.
ABSTRACT
Saya merasa tertarik dengan dunia perhotelan oleh sebab itu, saya
memilih magang di Hilton Hotel Bandung selama tiga bulan, dari bulan Juni
sampai bulan September 2012. Saya memilih divisi Food & Beverage. Tugas
Akhir ini berisi tentang kesulitan yang saya alami selama magang saat
menyambut dan melayani para tamu di Restoran Purnawarman sebagai
seorang pramusaji.
Terdapat tiga penyebab yang menimbulkan masalah yaitu, saya tidak
memiliki kemampuan yang relevan sebagai karyawan hotel, saya tidak
memiliki pengalaman bekerja di restoran hotel, dan saya tidak mengetahui
secara persis tentang menu yang ada di Restoran Purnawarman. Selain itu
terdapat dampak yang timbul dari masalah yaitu, saya tidak dapat
memberikan pelayanan yang memuaskan untuk tamu yang datang ke
restoran, terkadang saya mengganggu sesama karyawan dengan bertanya
atau meminta bantuan dari mereka, dan saya tidak memiliki kepercayaan diri
dalam melayani tamu.
Terdapat tiga solusi dari permasalahan yang diangkat yaitu dengan
membaca menu Restoran Purnawarman, saya akan bertanya kepada mentor
jika terdapat kesulitan dalam menghadapi tamu dan kesulitan dalam
pekerjaan, dan saya akan membaca buku dan artikel tentang dunia food &
beverage ketika saya tidak bekerja.
Saya memilih ketiga solusi tersebut. Ketiga solusi tersebut adalah jalan
yang terbaik untuk menyelesaikan masalah dalam menyambut dan melayani
para tamu di Restoran Purnawarman.
i
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT………………………………………………………………. i
DECLARATION OF ORIGINALITY……………………………………..ii
ACKNOWLEDGEMENTS……………………………………………….iii
TABLE OF CONTENTS………………………………………………….iv
CHAPTER I. INTRODUCTION…………………………………………..1
A.
B.
C.
D.
E.
F.
G.
Background of the Study
Identification of the Problem
Objectives and Benefits of the Study
Description of the Institution
Method of the Study
Limitation of the Study
Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS …………………………………...7
CHAPTER III. POTENTIAL SOLUTIONS……………………………...12
CHAPTER IV. CONCLUSION…………………………………………..19
BIBLIOGRAPHY
APPENDICES:
A. FLOWCHART
B. MENU OF PURNAWARMAN RESTAURANT
iv
Maranatha Christian University
APPENDIX A.
FLOWCHART
Causes :
1.
2.
3.
I did not have relevant
hospitality skills as a hotel
staff
I did not have any
experience working in
any restaurant or hotel at
all
I did not know well about
the menu in the
restaurant
Problem :
I had difficulties in escorting and
serving the guests as an outlet
server in Purnawarman
Restaurant at Hilton Hotel
Bandung
Potential Solution 1
Potential Positive Effects :
1.
2.
I will be able to answer the
questions from the guests about
food and beverages.
I will serve the guests well by
improving the relationship with
the guests
Potential Positive Effects :
1.
2.
I will learn new skills and get
more understanding about
food and beverage
I will give the answer of the
questions from the guests
Potential Positive Effects :
1.
2.
I will learn more
information about how to
escort guests
I will be confident to give
better service to the guests
I will learn the names of food and
beverages listed in the menu at
Purnawarman Restaurant.
Effects :
1.
I could not give satisfactory
service to the guests
I often disturb my coworkers by
asking for help from them
I did not have self confidence in
dealing with the guests.
2.
3.
Potential Negative Effects :
1.
Potential Negative Effects :
Potential Solution 2
I will ask my mentor when I have
difficulties in dealing with the
guests and doing my job
Potential Solution 3
I should read books and
articles about hospitality
when I am not working
Chosen Solution
Potential Solution 1, 2, 3
I need extra time to read the
menu.
1.
2.
I might disturb my mentor
There might be
misunderstanding between my
mentor and I
Potential Negative Effects :
1.
I need extra time to read the
books
APPENDIX B
List Of Menu At Purnawarman Restaurant
CHAPTER I
INTRODUCTION
A. Background of the Study
I have a desire to work in the hospitality industry; therefore, I chose
Hilton Hotel (henceforth, HH) as the place of my internship. Working in the
hotel requires a willingness to serve, work hard, to be humble, and
discipline. Richards states that, working in a hotel requires a willingness to
be open, friendly, and polite (par. 1-2). Hotels provide all various services
for the general public, those who stay at the hotels, and those who use
only certain facilities in the hotels. Marsum states that hotel staff should
respect and treat customers like kings and regard them as special guests
(55).
In a hotel there is a restaurant, where every outlet server serves the
guests who come to eat. An outlet server has the same function as a
waitress/waiter. White states the job descriptions of a waitress as follow :
1
Maranatha Christian University
responsible for a variety of customer service tasks, including providing
excellent customer service, greeting patrons once they are seated,
explaining menu items for customers, answering questions from
patrons about food and beverages, refilling customer drink orders
throughout the meal. (par. 2)
There are local and foreign guests who come to the restaurant. An outlet
server must be able to speak English, have a good attitude in serving the
guests, and have knowledge about food & beverage services”. The jobs of an
outlet server are escorting and serving the guests. Escorting the guests are
welcoming the guests, asking about room numbers, accompaning the guests
to the table and offering the beverages to the guests. Serving the guests are
explaining the ala carte menu and buffet, taking orders, clearing-up, pouring
mineral water, and providing what the guests need until they finish eating.
I have had similar experiences when doing my internship at HH, which is
located on Jl. H.O.S Tjokroaminoto 41-43 Bandung, as an outlet server at
Purnawarman Restaurant. I did my internship from June to September 2012.
My routine activities were escorting the guests, taking orders, setting up the
table, serving guest’s orders to the table, clearing up, pouring mineral water,
folding napkins, taking dirty linen to the laundry, and polishing silverware.
During my internship I had difficulties in escorting and serving the guests.
Beside of that I did not know about product knowledge and facilities at HH.
Escorting the guests means accompanying the guests to find a table to be
2
Maranatha Christian University
seated in a table. When local and foreign guests came to the restaurant, I
was afraid to communicate with them, because that was the first time I
worked in a restaurant. Besides this, I did not have any knowledge about
Food & Beverage Services. Once, there was a foreign guest who asked for
various of tea and I could not explain it; finally my friend handled this
situation, because I did not know about the product. Another time, there was
a Japanese woman who asked about the facilities in HH for her children; I
could not answer her question and I asked my friend to take over. In addition,
my mentor had not given me any explanation about my job description. My
difficulties become a problem that influenced my work performance.
Therefore, it is important to discover the solutions to solve my problem.
Based on the above explanations, I would like to discuss my difficulties in
escorting and serving the guests as an outlet server along with the causes,
effects, and the potential solutions. This explanation will be supported by
relevant theories.
B. Identification of the Problem
In this term paper, I would like to analyze the following research
questions :
1. Why did I, as an outlet server, have difficulties in escorting and
serving the guests at Hilton Hotel Bandung ?
3
Maranatha Christian University
2. How did the problem influence my working performance ?
3. How should I solve this problem effectively ?
C. Objectives and Benefits of the Study
The objectives of writing this term paper are to analyze the causes
and effects of my problem and find the best solutions of my problem.
The benefits of this study for the readers are to prepare them for the
final project, and to inform them how to escort and serve the guests
well. For myself, I will increase my knowledge related to the world of
hospitality, so that I can be a good hotelier. For the staff at HH
Bandung, the benefits are preparing the staff to teach the trainees and
understand what the trainees need for doing internship in hospitality
world.
D. Description of the Institution
Based on the Hilton Worldwide article, Hilton Hotel was founded by
Conrad N. Hilton. Hilton was born on December 25, 1887 in San
Antonio, New Mexico. He was the second son of eight brothers. He
was an American hotelier and well known as the founder of the Hilton
Hotels chain. In 1925 he opened the high-rise Dallas Hilton, the first
hotel to carry the Hilton name.
On 29 March 2009 Hilton Hotel Bandung was established, it is
located on Jl. H.O.S Tjokroaminoto 41 – 43 Bandung. The shareholder
4
Maranatha Christian University
of HH is Mr. Tatang Heriawan. The vision is “to fill the earth with the
light and warmth of hospitality” (par. 1). The mission is “to be the
preeminent global hospitality company, the first choice of the guests,
team members, and owners alike” (par. 2). HH has one hundred and
eighty six rooms with various types of rooms, besides having various
facilities, including there are a café, a meeting room, a ballroom, a
swimming pool, a fitness room, a lounge, a business center, a
restaurant, and a bar.
E. Method of the Study
For this term paper, I collect the data from library research and field
research. The library research contains information from books, my
internship journal, and articles from the Internet. The field research is
my observation during my internship. The data is used for analyzing
my problem and finding the best potential solution.
F. Limitation of the Study
The focus of this term paper is my difficulties in Purnawarman
Restaurant at HH Bandung. My internship was from June to
September 2012. The subject of research is myself as an outlet server.
My problem is related to escorting and serving the guests.
5
Maranatha Christian University
G. Organization of the term Paper
This term paper starts with Abstract, Declaration of Originality, and
Table of Contens. It contains in four chapters. Chapter One consists of
seven parts, there are Background of the Study, Identification of the
Problem, Objectives and Benefits of the Study, Description of the
Institution, Method of the Study, Limitation of the Study, and
Organization of the Term Paper. Chapter Two is Problem Analysis.
Chapter Three is Potential Solutions. In the last parts, there are
Bibliography and Appendices containing Flowchart and the list of Menu
at Purnawarman Restaurant.
6
Maranatha Christian University
CHAPTER IV
CONCLUSION
I have completed my internship at Hilton Hotel Bandung. I had difficulties
in escorting and serving the guests in Purnawarman Restaurant as an outlet
server. The causes of the problem are I did not have relevant hospitality skill,
I did not have any experience working at the restaurant hotel, and I did not
know well about the menu in the restaurant. The effects of the problem are I
could not give satisfactory service to the guests, I often disturbed my
coworkers by asking for help from them, and I did not have self confidence in
dealing with the guests. The potential solutions of the problem are my mentor
at the restaurant should give me supervision as the new outlet server twice a
week about food and beverage services and product knowledge, I will ask my
mentor when I have difficulties in dealing with the guests and in doing my job,
and I should read the books and articles about hospitality when I am not
working.
The best solution to solve the problem is the combination of all potential
solutions. The trainee needs to get the outlook and overview about escorting
19
Maranatha Christian University
The application of the potential solutions can be effective. It is not enough
for me as a new outlet server if I only use one of the potential solutions for
improving my skills and knowledge. Canfield states that, by mentoring
process the trainee could get the solutions of the problem (par. 4). Then the
trainee should ask the coworkers about the job, so that the trainee could get
the information and more knowledge about the job. Canfield states that “when
facing a challenge or trying to figure out how to accomplish a goal, most
people ask their friends, neighbors, co-workers, siblings, and others for
advice (par. 1). Besides, I should develop myself by reading the books and
articles. By reading relevant books and articles, I would get knowledge,
information, and solutions. London states that, “Reading is also a valuable
learning tool that helps expand knowledge, skills and vocabulary, which in
turn give readers more confidence to deal with a variety of situations and
discuss a wider variety of topics” (par. 4). The combination of all solutions are
suitable to improve my competence and develop my understanding about my
job.
Three potential solutions are useful for the trainee in the hotel. Moreover,
these can be useful for the trainees who do not come from the major of
hospitality. In addition the trainee can get more knowledge and information to
develop themselves. My suggestions for Hilton Hotel Bandung staff is to
maintain the excellent service for the guests and the quality in educating the
trainees.
20
Maranatha Christian University
BIBLIOGRAPHY
Printed Sources
Bartono and Rufino. Food Product Management di Hotel dan Restoran.
Yogyakarta: Andi Offset, 2005.
Cooper, Brian, and McNeil. Start and Run a Restaurant Business. Trans.
Silamurti S.Nugroho. Jakarta: Abdi Tandur, 2005.
Marsum. Restoran dan Segala Permasalahannya.
Yogyakarta: Andi Offset, 2005.
WA, Marsum. Etiket & Courtesy. Yogyakarta: Andi Offset, 2006.
Electronic Sources
“About HiltonWorldWide.” Hilton WorldWide. © 2012. 28 November 2012.
http://www.hiltonworldwide.com/about/
“Benefits of Mentoring.” IOP Institute of Physics. 2012. Institute of Physics.
Maranatha Christian University
November 10, 2012.
Canfield, Jack. 5 Tips for Building a Successful Mentor Relationship.”
Jack Canfield article. 2012. October 28, 2012.
“Difficulties Of The Waiter Job.” SETUPmyRESTAURANT.com. 2007 – 2013.
16 Februari 2013
< http://www.setupmyrestaurant.com/staff/difficulties.htm>
Dooley, Paul. Are We Bothering Others.” AnxietyGuru. 2008. 26 October.
2012.
.
Hogan, John. ”Lesson From The Field a Common Sense Approach To
Success In The Hospitality Industry.” 29 October 2008. 24 November
2012
Maranatha Christian University
“How To Find More Time To Read.” eHow Contributor. Copyright © 19992012. 17 November 2012.
< http://www.ehow.com/how_2127781_more-time-read.html>.
Levin, Heather. “How to Read More Books-Benefits of Reading”. October 1,
2012. Money Crasher. 2012.
10 november 2012
London, John. “Advantages & Disadvanyages Of Reading.” eHowContributor.
17 November 2012
“Receiving Feedback.” IOP Institute Of Physics. Institute Of Physics. 10
November 2012
< http://www.iop.org/membership/prof
dev/tools/mentoring/receiving_feedback/page_38883.html>
Virja. “Membangun Percaya Diri.” Januari 6, 2010. AMA-DKI.ORG. 2010.
AMA Indonesia DKI Jakarta. November 1, 2012
Maranatha Christian University
White, Mary. “Waitress Job Description.” Lovetoknow Jobs and Careers.
9 Januari 2013
Maranatha Christian University
Saya merasa tertarik dengan dunia perhotelan oleh sebab itu, saya
memilih magang di Hilton Hotel Bandung selama tiga bulan, dari bulan Juni
sampai bulan September 2012. Saya memilih divisi Food & Beverage. Tugas
Akhir ini berisi tentang kesulitan yang saya alami selama magang saat
menyambut dan melayani para tamu di Restoran Purnawarman sebagai
seorang pramusaji.
Terdapat tiga penyebab yang menimbulkan masalah yaitu, saya tidak
memiliki kemampuan yang relevan sebagai karyawan hotel, saya tidak
memiliki pengalaman bekerja di restoran hotel, dan saya tidak mengetahui
secara persis tentang menu yang ada di Restoran Purnawarman. Selain itu
terdapat dampak yang timbul dari masalah yaitu, saya tidak dapat
memberikan pelayanan yang memuaskan untuk tamu yang datang ke
restoran, terkadang saya mengganggu sesama karyawan dengan bertanya
atau meminta bantuan dari mereka, dan saya tidak memiliki kepercayaan diri
dalam melayani tamu.
Terdapat tiga solusi dari permasalahan yang diangkat yaitu dengan
membaca menu Restoran Purnawarman, saya akan bertanya kepada mentor
jika terdapat kesulitan dalam menghadapi tamu dan kesulitan dalam
pekerjaan, dan saya akan membaca buku dan artikel tentang dunia food &
beverage ketika saya tidak bekerja.
Saya memilih ketiga solusi tersebut. Ketiga solusi tersebut adalah jalan
yang terbaik untuk menyelesaikan masalah dalam menyambut dan melayani
para tamu di Restoran Purnawarman.
i
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT………………………………………………………………. i
DECLARATION OF ORIGINALITY……………………………………..ii
ACKNOWLEDGEMENTS……………………………………………….iii
TABLE OF CONTENTS………………………………………………….iv
CHAPTER I. INTRODUCTION…………………………………………..1
A.
B.
C.
D.
E.
F.
G.
Background of the Study
Identification of the Problem
Objectives and Benefits of the Study
Description of the Institution
Method of the Study
Limitation of the Study
Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS …………………………………...7
CHAPTER III. POTENTIAL SOLUTIONS……………………………...12
CHAPTER IV. CONCLUSION…………………………………………..19
BIBLIOGRAPHY
APPENDICES:
A. FLOWCHART
B. MENU OF PURNAWARMAN RESTAURANT
iv
Maranatha Christian University
APPENDIX A.
FLOWCHART
Causes :
1.
2.
3.
I did not have relevant
hospitality skills as a hotel
staff
I did not have any
experience working in
any restaurant or hotel at
all
I did not know well about
the menu in the
restaurant
Problem :
I had difficulties in escorting and
serving the guests as an outlet
server in Purnawarman
Restaurant at Hilton Hotel
Bandung
Potential Solution 1
Potential Positive Effects :
1.
2.
I will be able to answer the
questions from the guests about
food and beverages.
I will serve the guests well by
improving the relationship with
the guests
Potential Positive Effects :
1.
2.
I will learn new skills and get
more understanding about
food and beverage
I will give the answer of the
questions from the guests
Potential Positive Effects :
1.
2.
I will learn more
information about how to
escort guests
I will be confident to give
better service to the guests
I will learn the names of food and
beverages listed in the menu at
Purnawarman Restaurant.
Effects :
1.
I could not give satisfactory
service to the guests
I often disturb my coworkers by
asking for help from them
I did not have self confidence in
dealing with the guests.
2.
3.
Potential Negative Effects :
1.
Potential Negative Effects :
Potential Solution 2
I will ask my mentor when I have
difficulties in dealing with the
guests and doing my job
Potential Solution 3
I should read books and
articles about hospitality
when I am not working
Chosen Solution
Potential Solution 1, 2, 3
I need extra time to read the
menu.
1.
2.
I might disturb my mentor
There might be
misunderstanding between my
mentor and I
Potential Negative Effects :
1.
I need extra time to read the
books
APPENDIX B
List Of Menu At Purnawarman Restaurant
CHAPTER I
INTRODUCTION
A. Background of the Study
I have a desire to work in the hospitality industry; therefore, I chose
Hilton Hotel (henceforth, HH) as the place of my internship. Working in the
hotel requires a willingness to serve, work hard, to be humble, and
discipline. Richards states that, working in a hotel requires a willingness to
be open, friendly, and polite (par. 1-2). Hotels provide all various services
for the general public, those who stay at the hotels, and those who use
only certain facilities in the hotels. Marsum states that hotel staff should
respect and treat customers like kings and regard them as special guests
(55).
In a hotel there is a restaurant, where every outlet server serves the
guests who come to eat. An outlet server has the same function as a
waitress/waiter. White states the job descriptions of a waitress as follow :
1
Maranatha Christian University
responsible for a variety of customer service tasks, including providing
excellent customer service, greeting patrons once they are seated,
explaining menu items for customers, answering questions from
patrons about food and beverages, refilling customer drink orders
throughout the meal. (par. 2)
There are local and foreign guests who come to the restaurant. An outlet
server must be able to speak English, have a good attitude in serving the
guests, and have knowledge about food & beverage services”. The jobs of an
outlet server are escorting and serving the guests. Escorting the guests are
welcoming the guests, asking about room numbers, accompaning the guests
to the table and offering the beverages to the guests. Serving the guests are
explaining the ala carte menu and buffet, taking orders, clearing-up, pouring
mineral water, and providing what the guests need until they finish eating.
I have had similar experiences when doing my internship at HH, which is
located on Jl. H.O.S Tjokroaminoto 41-43 Bandung, as an outlet server at
Purnawarman Restaurant. I did my internship from June to September 2012.
My routine activities were escorting the guests, taking orders, setting up the
table, serving guest’s orders to the table, clearing up, pouring mineral water,
folding napkins, taking dirty linen to the laundry, and polishing silverware.
During my internship I had difficulties in escorting and serving the guests.
Beside of that I did not know about product knowledge and facilities at HH.
Escorting the guests means accompanying the guests to find a table to be
2
Maranatha Christian University
seated in a table. When local and foreign guests came to the restaurant, I
was afraid to communicate with them, because that was the first time I
worked in a restaurant. Besides this, I did not have any knowledge about
Food & Beverage Services. Once, there was a foreign guest who asked for
various of tea and I could not explain it; finally my friend handled this
situation, because I did not know about the product. Another time, there was
a Japanese woman who asked about the facilities in HH for her children; I
could not answer her question and I asked my friend to take over. In addition,
my mentor had not given me any explanation about my job description. My
difficulties become a problem that influenced my work performance.
Therefore, it is important to discover the solutions to solve my problem.
Based on the above explanations, I would like to discuss my difficulties in
escorting and serving the guests as an outlet server along with the causes,
effects, and the potential solutions. This explanation will be supported by
relevant theories.
B. Identification of the Problem
In this term paper, I would like to analyze the following research
questions :
1. Why did I, as an outlet server, have difficulties in escorting and
serving the guests at Hilton Hotel Bandung ?
3
Maranatha Christian University
2. How did the problem influence my working performance ?
3. How should I solve this problem effectively ?
C. Objectives and Benefits of the Study
The objectives of writing this term paper are to analyze the causes
and effects of my problem and find the best solutions of my problem.
The benefits of this study for the readers are to prepare them for the
final project, and to inform them how to escort and serve the guests
well. For myself, I will increase my knowledge related to the world of
hospitality, so that I can be a good hotelier. For the staff at HH
Bandung, the benefits are preparing the staff to teach the trainees and
understand what the trainees need for doing internship in hospitality
world.
D. Description of the Institution
Based on the Hilton Worldwide article, Hilton Hotel was founded by
Conrad N. Hilton. Hilton was born on December 25, 1887 in San
Antonio, New Mexico. He was the second son of eight brothers. He
was an American hotelier and well known as the founder of the Hilton
Hotels chain. In 1925 he opened the high-rise Dallas Hilton, the first
hotel to carry the Hilton name.
On 29 March 2009 Hilton Hotel Bandung was established, it is
located on Jl. H.O.S Tjokroaminoto 41 – 43 Bandung. The shareholder
4
Maranatha Christian University
of HH is Mr. Tatang Heriawan. The vision is “to fill the earth with the
light and warmth of hospitality” (par. 1). The mission is “to be the
preeminent global hospitality company, the first choice of the guests,
team members, and owners alike” (par. 2). HH has one hundred and
eighty six rooms with various types of rooms, besides having various
facilities, including there are a café, a meeting room, a ballroom, a
swimming pool, a fitness room, a lounge, a business center, a
restaurant, and a bar.
E. Method of the Study
For this term paper, I collect the data from library research and field
research. The library research contains information from books, my
internship journal, and articles from the Internet. The field research is
my observation during my internship. The data is used for analyzing
my problem and finding the best potential solution.
F. Limitation of the Study
The focus of this term paper is my difficulties in Purnawarman
Restaurant at HH Bandung. My internship was from June to
September 2012. The subject of research is myself as an outlet server.
My problem is related to escorting and serving the guests.
5
Maranatha Christian University
G. Organization of the term Paper
This term paper starts with Abstract, Declaration of Originality, and
Table of Contens. It contains in four chapters. Chapter One consists of
seven parts, there are Background of the Study, Identification of the
Problem, Objectives and Benefits of the Study, Description of the
Institution, Method of the Study, Limitation of the Study, and
Organization of the Term Paper. Chapter Two is Problem Analysis.
Chapter Three is Potential Solutions. In the last parts, there are
Bibliography and Appendices containing Flowchart and the list of Menu
at Purnawarman Restaurant.
6
Maranatha Christian University
CHAPTER IV
CONCLUSION
I have completed my internship at Hilton Hotel Bandung. I had difficulties
in escorting and serving the guests in Purnawarman Restaurant as an outlet
server. The causes of the problem are I did not have relevant hospitality skill,
I did not have any experience working at the restaurant hotel, and I did not
know well about the menu in the restaurant. The effects of the problem are I
could not give satisfactory service to the guests, I often disturbed my
coworkers by asking for help from them, and I did not have self confidence in
dealing with the guests. The potential solutions of the problem are my mentor
at the restaurant should give me supervision as the new outlet server twice a
week about food and beverage services and product knowledge, I will ask my
mentor when I have difficulties in dealing with the guests and in doing my job,
and I should read the books and articles about hospitality when I am not
working.
The best solution to solve the problem is the combination of all potential
solutions. The trainee needs to get the outlook and overview about escorting
19
Maranatha Christian University
The application of the potential solutions can be effective. It is not enough
for me as a new outlet server if I only use one of the potential solutions for
improving my skills and knowledge. Canfield states that, by mentoring
process the trainee could get the solutions of the problem (par. 4). Then the
trainee should ask the coworkers about the job, so that the trainee could get
the information and more knowledge about the job. Canfield states that “when
facing a challenge or trying to figure out how to accomplish a goal, most
people ask their friends, neighbors, co-workers, siblings, and others for
advice (par. 1). Besides, I should develop myself by reading the books and
articles. By reading relevant books and articles, I would get knowledge,
information, and solutions. London states that, “Reading is also a valuable
learning tool that helps expand knowledge, skills and vocabulary, which in
turn give readers more confidence to deal with a variety of situations and
discuss a wider variety of topics” (par. 4). The combination of all solutions are
suitable to improve my competence and develop my understanding about my
job.
Three potential solutions are useful for the trainee in the hotel. Moreover,
these can be useful for the trainees who do not come from the major of
hospitality. In addition the trainee can get more knowledge and information to
develop themselves. My suggestions for Hilton Hotel Bandung staff is to
maintain the excellent service for the guests and the quality in educating the
trainees.
20
Maranatha Christian University
BIBLIOGRAPHY
Printed Sources
Bartono and Rufino. Food Product Management di Hotel dan Restoran.
Yogyakarta: Andi Offset, 2005.
Cooper, Brian, and McNeil. Start and Run a Restaurant Business. Trans.
Silamurti S.Nugroho. Jakarta: Abdi Tandur, 2005.
Marsum. Restoran dan Segala Permasalahannya.
Yogyakarta: Andi Offset, 2005.
WA, Marsum. Etiket & Courtesy. Yogyakarta: Andi Offset, 2006.
Electronic Sources
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