Overcoming My Difficulty in Handling Koren Guests When They Ask for Tourism Sites.
ABSTRACT
Tugas akhir ini membahas masalah yang saya hadapi saat melakukan kegiatan
magang di Hotel Vio Pasteur di Bandung. Masalah yang saya hadapi selama saya
melakukan aktifitas magang tersebut adalah saya mengalami kesulitan
menghadapi tamu Korea yang menanyakan lokasi tujuan pariwisata ketika saya
bertugas sebagai front officer di Hotel Vio Pasteur Bandung.
Berdasarkan hasil analisis, saya menemukan penyebab beserta akibat dari
masalah yang saya hadapi selama saya bekerja di tempat tersebut. Penyebab
pertama adalah saya hanya mempunyai wawasan terbatas tentang objek wisata di
Bandung dan yang kedua adalah tamu saya tidak terlalu lancar dalam berbahasa
Inggris. Oleh sebab, itu akibat dari masalah tersebut adalah saya tidak bisa
memberikan informasi kepada tamu berkebangsaan Korea sehingga hal tersebut
memberikan kesan yang buruk dari diri saya kepada tamu hotel yang lain. Selain
itu, saya telah mengecewakan tamu Korea tersebut.
Bedasarkan teori yang saya pergunakan sebagai acuan, saya mendapatkan tiga
solusi. Solusi pertama adalah saya akan mempelajari arah dan tujuan wisata dari
buku panduan wisata. Solusi kedua adalah saya akan berbicara kepada tamu
Korea secara jelas dan perlahan. Dan yang ketiga adalah saya akan membuat diri
saya tetap tenang. Setelah melakukan analisis, saya memutuskan mengambil dan
menggabungkan ketiga solusi untuk menyelesaikan masalah, yaitu solusi pertama
kedua dan ketiga untuk menyelesaikan masalah yang saya hadapi.
i
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 ..................................................................... 5
CHAPTER III. POTENTIAL SOLUTIONS .............................................................. 7
CHAPTER IV. CONCLUSION ................................................................................ 11
REFERENCES............................................................................................................13
APPENDICES:
A. FLOWCHART
B. INTERNSHIP JOURNAL
C. VISION AND MISSION OF VIO HOTEL
D. BROCHURE
iv
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
In hotel, there are many departments that help and serve guests. However, the
most important is front office department. The department is in charge of hotel
service. Yet, the most important of their duty is to receive guests. Rajput stated in
his article that "The basic duty of the front officer is to manage all departments.
However, the most important of them all is the perfomance at the front desk
where they are required to receive the guests" (para. 4). I agree with him because
for me the front office department not only should serve the guests but also
welcome the guests directly face to face.
A front officer staff is one of the vital employees at a hotel, because besides
handling reservation and handling guests' complaints, a front office staff gives
directions to tourist sites. As a front officer, I have to know many things,
including directions and tourist destinations in Bandung. For example, there was a
case when three Korean guests asked me for directions to Dusun Bambu, I could
not tell them the directions correctly. As a consequence, they were annoyed with
me. Sujatno said in his book that, besides handling reservation, a front officer
1
Maranatha Christian University
should at least know beautiful places (p. 116). As front officers, we have to know
tourist destinations and directions because very often hotel guests ask about going
to ideal places for shopping or eating with a beautiful view.
Knowing everything about tourist sites and also directions can help me when
my guests ask me about them. When I had interenship as a front officer at Hotel
Vio Pasteur, many guests asked me some places of interests in Bandung either for
shopping or recreation. However, I cannot answer their questions because of my
limited knowledge about tourist sites in Bandung.
B. Identification of the Problem
The problems that I will discuss in this paper are:
1. What are my difficulties in handling Korean guests when they ask for tourism
sites?
2. How do my difficulties affect my perfomance as a front officer?
3. How do I overcome the problems?
C. Objectives and Benefits of the Study
The objectives of this final term paper are to figure out the causes and also the
effect of my difficulty in handling Korean guests when they ask for tourism sites,
and look for the best solutions to the problem. This term paper will have some
benefits for me as the writer, students who will also take a similar project like
mine, hotel employees, especialy those who work in hospitality business, and the
front office department. This paper will explain how I overcome my difficulty in
handling Korean guests' complaints when asking for directions and tourist sites.
2
Maranatha Christian University
D. Description of the Institution
The description of this intitutions is based on Dafam Hotels website. A simply
elegant hotel in Bandung managed by Dafam Hotels, Hotel Vio Pasteur is situated
close to the city's commercial and shopping area, Bandung Trade Center and only
10 minutes from Husein Sastranegara International Airport and Bandung Train
Station.
Hotel Vio Pasteur is another choice of a place to stay that worth to be
considered in the so-called Paris Van Java. The choice of accommodation for
business and leisure travels who crave comfort at competitive price.
E. Method of the Study
When I did my internship at Vio Hotel Pasteur. I used field and library
research. In field research. I used my apprenticeship journal. In library research, I
used some printed sources and the Internet.
F. Limitation of the Study
The subject of my study is my experience working as a front officer staff, in
which I had to handle foreign guests, in particular Korean guests when they asked
me for directions to tourist sites. I had my internship at Vio Hotel Pasteur starting
from 11 January until 4 february 2014.
3
Maranatha Christian University
G. Organization of the Term Paper
This Term Paper is divided into four chapters. Chapter I consists of
Background of the Study, Identification of the Problem, Objectives and Benefits
of the Study, Description of the Institution, Method of the Study, and
Organization of the Term Paper. Chapter II discuss about the causes and effects of
my problem. Chapter III consists of the potential solutions and positive and
negative effects of each potential solution. The chapter IV is the conclusion of my
Term Paper, which is followed by References and Appendices.
4
Maranatha Christian University
CHAPTER IV
CONCLUSION
After analyzing the problem, I found two causes of my problem. The first
cause is I only have limited knowledge about tourism sites in Bandung, while the
second cause is the Korean guests cannot speak English well. Besides my causes,
my problem results two effects. The first effect is I could not give the information
to my Korean guests, so I gave a bad impression to other guests. The second
effect is I had disappointed my Korean guests. To solve my problem, I propose
three potential solutions. First, I will learn about directions and destinations in
Bandung from tourism guide books. Second, I will speak English more slowly and
clearly to Korean guests and third I will keep myself calm.
After analyzing the three potential solutions, I choose to combine all of them to
solve my problem because they are related. First, I will learn about directions and
destination in Bandung from tourism guide books. Second, I will speak English
more slowly to Korean guests, and the last is I will keep myself calm. As a result,
I can explain the directions and tourist sites clearly. Therefore, when the guests
ask me about the directions and specific locations, I can explain to them clearly
and correctly. To conclude, by applying those three potential solutions, I will be
able to solve my difficulty in handling my problem in overcoming foreign guests
11
Maranatha Christian University
from Korea. In this way, I will be able to give correct directions and tourist sites.
In other words, I can give my best service to my foreign guests, in paticular
Korean guests.
As for suggestion, I have the following points to put forward. First, Vio Hotel
Pasteur should give a short training to its front office staff when serving foreign
guests. Second, the front officer should be trained to speak practical English.
Third, Vio Hotel should provide the map of Bandung to be given freely to guests.
11
Maranatha Christian University
from Korea. In this way, I will be able to give correct directions and tourist sites.
In other words, I can give my best service to my foreign guests, in paticular
Korean guests.
As for suggestion, I have the following points to put forward. First, Vio Hotel
Pasteur should give a short training to its front office staff when serving foreign
guests. Second, the front officer should be trained to speak practical English.
Third, Vio Hotel Pasteur should provide the map of Bandung to be given freely to
guests.
12
Maranatha Christian University
REFERENCES
Printed Sources:
Sujatno, B. (2007). Front Office Operations. Yogyakarta: Andi
Offset.
Electronic Sources:
Freifeld, L. (2013). How to Handle Customer Complaints.
Retrieved from training mag website: http://
www.trainingmag.com/content/how-handle-customercomplaints.html
Justin. (2013). 7 Hal yang harus dihindari ketika berbicara bahasa
Inggris. Retrieved from realifeglobal website: http://www.realifeglobal.com
/7hal-yang-harus-dihindari-ketika-berbicara-bahasa-inggris.htm
Marcia. (2016). 8 tips for communicating with limited English.
Retrieved from Dimensions of culture website: https://
www.dimensionofculture.com/tips-for-cummunicating-withlimited-english-proficinecy.html
Marshall, L. (2015). Tips for talking with non-native English
Speakers. Retrieved from Quick and dirty tips
13
Maranatha Christian University
website: http://www.quickanddirtytips.com/businesscareer/communication/tips-for- talking-with-non-nativetalking-with-non-native-English-speakers.html
Olga. (2014). Why customers complain. Retrieved
from Pro website: http://www.pro.com/
customers-complain.html
Rajput, T. (2013). How important is front desk management in
hotel business. Retrieved from Whatech website: https://www.
whatech.com/-hotel- management/press-release/13610-howimportant-is-front-desk-management- in-a-hotel-business.html
Swyers, M. (2012). 8 Steps to Squash a Customer's Complaint.
Retrieved from Inc from website: http://www.inc.com/matthewswyers/8-steps-to-handle-customer-complaints.html
Triananda, K. (2015). Pentingnya informasi "mulut ke mulut" di
Industri Pariwisata. Retrieved from Beritasatu from
website: http://www.beritasatu.com/food-travel/303589pentingnya-informasi-mulut-ke-mulut-di-industripariwisata.html
Wahyoe. (2013). Fungsi peranan kantor depan. Retrieved from
Pariwisita teknologi website: http//www.pariwisata-teknologi.co.id/fungsiperanan-kantor-depan.html
14
Maranatha Christian University
Tugas akhir ini membahas masalah yang saya hadapi saat melakukan kegiatan
magang di Hotel Vio Pasteur di Bandung. Masalah yang saya hadapi selama saya
melakukan aktifitas magang tersebut adalah saya mengalami kesulitan
menghadapi tamu Korea yang menanyakan lokasi tujuan pariwisata ketika saya
bertugas sebagai front officer di Hotel Vio Pasteur Bandung.
Berdasarkan hasil analisis, saya menemukan penyebab beserta akibat dari
masalah yang saya hadapi selama saya bekerja di tempat tersebut. Penyebab
pertama adalah saya hanya mempunyai wawasan terbatas tentang objek wisata di
Bandung dan yang kedua adalah tamu saya tidak terlalu lancar dalam berbahasa
Inggris. Oleh sebab, itu akibat dari masalah tersebut adalah saya tidak bisa
memberikan informasi kepada tamu berkebangsaan Korea sehingga hal tersebut
memberikan kesan yang buruk dari diri saya kepada tamu hotel yang lain. Selain
itu, saya telah mengecewakan tamu Korea tersebut.
Bedasarkan teori yang saya pergunakan sebagai acuan, saya mendapatkan tiga
solusi. Solusi pertama adalah saya akan mempelajari arah dan tujuan wisata dari
buku panduan wisata. Solusi kedua adalah saya akan berbicara kepada tamu
Korea secara jelas dan perlahan. Dan yang ketiga adalah saya akan membuat diri
saya tetap tenang. Setelah melakukan analisis, saya memutuskan mengambil dan
menggabungkan ketiga solusi untuk menyelesaikan masalah, yaitu solusi pertama
kedua dan ketiga untuk menyelesaikan masalah yang saya hadapi.
i
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 ..................................................................... 5
CHAPTER III. POTENTIAL SOLUTIONS .............................................................. 7
CHAPTER IV. CONCLUSION ................................................................................ 11
REFERENCES............................................................................................................13
APPENDICES:
A. FLOWCHART
B. INTERNSHIP JOURNAL
C. VISION AND MISSION OF VIO HOTEL
D. BROCHURE
iv
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
In hotel, there are many departments that help and serve guests. However, the
most important is front office department. The department is in charge of hotel
service. Yet, the most important of their duty is to receive guests. Rajput stated in
his article that "The basic duty of the front officer is to manage all departments.
However, the most important of them all is the perfomance at the front desk
where they are required to receive the guests" (para. 4). I agree with him because
for me the front office department not only should serve the guests but also
welcome the guests directly face to face.
A front officer staff is one of the vital employees at a hotel, because besides
handling reservation and handling guests' complaints, a front office staff gives
directions to tourist sites. As a front officer, I have to know many things,
including directions and tourist destinations in Bandung. For example, there was a
case when three Korean guests asked me for directions to Dusun Bambu, I could
not tell them the directions correctly. As a consequence, they were annoyed with
me. Sujatno said in his book that, besides handling reservation, a front officer
1
Maranatha Christian University
should at least know beautiful places (p. 116). As front officers, we have to know
tourist destinations and directions because very often hotel guests ask about going
to ideal places for shopping or eating with a beautiful view.
Knowing everything about tourist sites and also directions can help me when
my guests ask me about them. When I had interenship as a front officer at Hotel
Vio Pasteur, many guests asked me some places of interests in Bandung either for
shopping or recreation. However, I cannot answer their questions because of my
limited knowledge about tourist sites in Bandung.
B. Identification of the Problem
The problems that I will discuss in this paper are:
1. What are my difficulties in handling Korean guests when they ask for tourism
sites?
2. How do my difficulties affect my perfomance as a front officer?
3. How do I overcome the problems?
C. Objectives and Benefits of the Study
The objectives of this final term paper are to figure out the causes and also the
effect of my difficulty in handling Korean guests when they ask for tourism sites,
and look for the best solutions to the problem. This term paper will have some
benefits for me as the writer, students who will also take a similar project like
mine, hotel employees, especialy those who work in hospitality business, and the
front office department. This paper will explain how I overcome my difficulty in
handling Korean guests' complaints when asking for directions and tourist sites.
2
Maranatha Christian University
D. Description of the Institution
The description of this intitutions is based on Dafam Hotels website. A simply
elegant hotel in Bandung managed by Dafam Hotels, Hotel Vio Pasteur is situated
close to the city's commercial and shopping area, Bandung Trade Center and only
10 minutes from Husein Sastranegara International Airport and Bandung Train
Station.
Hotel Vio Pasteur is another choice of a place to stay that worth to be
considered in the so-called Paris Van Java. The choice of accommodation for
business and leisure travels who crave comfort at competitive price.
E. Method of the Study
When I did my internship at Vio Hotel Pasteur. I used field and library
research. In field research. I used my apprenticeship journal. In library research, I
used some printed sources and the Internet.
F. Limitation of the Study
The subject of my study is my experience working as a front officer staff, in
which I had to handle foreign guests, in particular Korean guests when they asked
me for directions to tourist sites. I had my internship at Vio Hotel Pasteur starting
from 11 January until 4 february 2014.
3
Maranatha Christian University
G. Organization of the Term Paper
This Term Paper is divided into four chapters. Chapter I consists of
Background of the Study, Identification of the Problem, Objectives and Benefits
of the Study, Description of the Institution, Method of the Study, and
Organization of the Term Paper. Chapter II discuss about the causes and effects of
my problem. Chapter III consists of the potential solutions and positive and
negative effects of each potential solution. The chapter IV is the conclusion of my
Term Paper, which is followed by References and Appendices.
4
Maranatha Christian University
CHAPTER IV
CONCLUSION
After analyzing the problem, I found two causes of my problem. The first
cause is I only have limited knowledge about tourism sites in Bandung, while the
second cause is the Korean guests cannot speak English well. Besides my causes,
my problem results two effects. The first effect is I could not give the information
to my Korean guests, so I gave a bad impression to other guests. The second
effect is I had disappointed my Korean guests. To solve my problem, I propose
three potential solutions. First, I will learn about directions and destinations in
Bandung from tourism guide books. Second, I will speak English more slowly and
clearly to Korean guests and third I will keep myself calm.
After analyzing the three potential solutions, I choose to combine all of them to
solve my problem because they are related. First, I will learn about directions and
destination in Bandung from tourism guide books. Second, I will speak English
more slowly to Korean guests, and the last is I will keep myself calm. As a result,
I can explain the directions and tourist sites clearly. Therefore, when the guests
ask me about the directions and specific locations, I can explain to them clearly
and correctly. To conclude, by applying those three potential solutions, I will be
able to solve my difficulty in handling my problem in overcoming foreign guests
11
Maranatha Christian University
from Korea. In this way, I will be able to give correct directions and tourist sites.
In other words, I can give my best service to my foreign guests, in paticular
Korean guests.
As for suggestion, I have the following points to put forward. First, Vio Hotel
Pasteur should give a short training to its front office staff when serving foreign
guests. Second, the front officer should be trained to speak practical English.
Third, Vio Hotel should provide the map of Bandung to be given freely to guests.
11
Maranatha Christian University
from Korea. In this way, I will be able to give correct directions and tourist sites.
In other words, I can give my best service to my foreign guests, in paticular
Korean guests.
As for suggestion, I have the following points to put forward. First, Vio Hotel
Pasteur should give a short training to its front office staff when serving foreign
guests. Second, the front officer should be trained to speak practical English.
Third, Vio Hotel Pasteur should provide the map of Bandung to be given freely to
guests.
12
Maranatha Christian University
REFERENCES
Printed Sources:
Sujatno, B. (2007). Front Office Operations. Yogyakarta: Andi
Offset.
Electronic Sources:
Freifeld, L. (2013). How to Handle Customer Complaints.
Retrieved from training mag website: http://
www.trainingmag.com/content/how-handle-customercomplaints.html
Justin. (2013). 7 Hal yang harus dihindari ketika berbicara bahasa
Inggris. Retrieved from realifeglobal website: http://www.realifeglobal.com
/7hal-yang-harus-dihindari-ketika-berbicara-bahasa-inggris.htm
Marcia. (2016). 8 tips for communicating with limited English.
Retrieved from Dimensions of culture website: https://
www.dimensionofculture.com/tips-for-cummunicating-withlimited-english-proficinecy.html
Marshall, L. (2015). Tips for talking with non-native English
Speakers. Retrieved from Quick and dirty tips
13
Maranatha Christian University
website: http://www.quickanddirtytips.com/businesscareer/communication/tips-for- talking-with-non-nativetalking-with-non-native-English-speakers.html
Olga. (2014). Why customers complain. Retrieved
from Pro website: http://www.pro.com/
customers-complain.html
Rajput, T. (2013). How important is front desk management in
hotel business. Retrieved from Whatech website: https://www.
whatech.com/-hotel- management/press-release/13610-howimportant-is-front-desk-management- in-a-hotel-business.html
Swyers, M. (2012). 8 Steps to Squash a Customer's Complaint.
Retrieved from Inc from website: http://www.inc.com/matthewswyers/8-steps-to-handle-customer-complaints.html
Triananda, K. (2015). Pentingnya informasi "mulut ke mulut" di
Industri Pariwisata. Retrieved from Beritasatu from
website: http://www.beritasatu.com/food-travel/303589pentingnya-informasi-mulut-ke-mulut-di-industripariwisata.html
Wahyoe. (2013). Fungsi peranan kantor depan. Retrieved from
Pariwisita teknologi website: http//www.pariwisata-teknologi.co.id/fungsiperanan-kantor-depan.html
14
Maranatha Christian University