Communicating with Foreign Guests as a Magic Operator at Hilton Hotel Bandung.
ABSTRACT
Tugas Akhir ini memuat analisis masalah yang saya hadapi saat saya
melakukan praktek kerja di Hotel Hilton Bandung di bagian Magic
Operator. Masalah berkomunikasi di telepon dengan tamu asing yang
yang menginap di Hotel Hilton Bandung. Tujuan dari Tugas Akhir ini
adalah menemukan penyebab, akibat serta solusi untuk memecahkan
masalah yang saya hadapi.
Ada beberapa penyebab masalah yang saya hadapi, diantaranya
adalahtamu asing berbicara dengan cepat, saya tidak terbiasa
mendengarkan orang asing berbicara Inggris dan tamu asing memiliki
aksen yang berbeda – beda. Penyebab tersebut mempengaruhi kinerja
saya saat melakukan praktek kerja di Hotel Hilton Bandung, diantaranya
membuat saya tidak dapat menjawab pertanyaan tamu asing, saya
mengalami salah paham dengan tamu dan saya memberikan respon yang
lambat pada tamu asing.
Setelah observasi dan menganalisis masalah yang saya hadapi, saya
menemukan tiga solusi yang dapat memecahkan masalah saya. Solusi itu
adalah saya mencoba lebih berkonsentrasi pada saat tamu asing
berbicara, saya mengklarifikasi apa yang tamu asing katakan dan
mencoba menonton film inggris menggunakan teks bahasa inggris Solusi
yang saya temukan ini memiliki beberapa dampak positif dan negatif.
Saya akan memakai solusi ini untuk memecahkan masalah saya dalam
berkomunikasi dengan tamu asing saat saya menjadi pekerja magang di
bagian Magic OperatorHilton Bandung. Saya berharap penggabungan
ketiga solusi tersebut dapat menyelesaikan masalah saya.
i
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT…………………………………………………………………….....i
DECLARATION OF ORIGINALITY……………………………………………ii
ACKNOWLEDGMENTS…………………………………………………….....iii
TABLE OF CONTENTS………………………………………………………...v
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…………………………………...11
CHAPTER IV. CONCLUSION………………………………………………..16
BIBLIOGRAPHY
APPENDICES:
A. FLOWCHART
B. INTERVIEW
v
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the study
Staff in hotel companies must be ready to make good communication
with foreigners, because people from different countries with different
languages and characteristics stay in hotel. Generally most of them expect
a comfortable place to stay and excellent services. Therefore, it is the job
for hospitality people to fulfill their needs.
In hospitality industry, not only direct communication with guests but
also indirect communication is very important . Direct communication
means speaking face to face with the guests, indirect communication
means speaking by the phone. Good communication will make the guests
satisfied and can build a good relation with guest. A good relation will
make the guests feel valued. In addition, through communication, the
staff can fulfill the guests needs easily. As long as I did the internship I
had the problem about indirect commucation. As Magic operator we can
not face to face with the guest, I heard their voice from the phone.
Therefore I cannot see their face, or the gesture.
1
Maranatha Christian University
I had a problem during my internship as a Magic operator at Hilton Hotel
bandung when communicating with foreign guests such as Australians,
Asians, and Arabians. I had to listen to the inquires, gave clear
information as an operator and fulfili their needs. I had some task when I
was a trainee at Magic operator the task are taking room service order
such as in room dinning, refil amenities, laundry, connecting the phone
from the people who called from outside hotel to sales agent, reservasion
agent, restaurant, spa, who want to make reservation or just want to know
about hotel informations. People who made a call to Hilton Hotel Bandung
not only local people but also foreigners I was not used to communicate
with the foreigners who speak English. Also in this term paper I will tell
about the problem, solution, and reason why I choose the problem.
B. Identification of the problem
The problem discussed in this term paper is stated in the following
questions :
1. Why did I have difficulty in communicating with foreign guests as
an operator?
2. How could this difficulty in communicating with foreign guests as an
operator influence me in giving good service tthe foreign guests?
3. How can I solve my difficulty in communicating with foreign guests
at Hilton Hotel?
2
Maranatha Christian University
C. Objectives and benefits of the study
This study is to find out my problem in communicating with foreign
guests as a telephone operator at Hilton Hotel Bandung when I became a
trainee at Magic department. This study also tries to find out the ways to
solve the problem.
In addition, the benefits of doing this study are it will help to enlarge
the knowledge in communicating and giving information to foreign guests
as a telephone operator, especially for those who work in hospitality
industry who have the same problem with me, and those who do not have
any working experience. This study can guide them to handle the problem.
This study can also be useful for hotel staff as they can use the solution to
solve the problem in communicating foreign guests as an operator . This
study also helps me to find out the best solution for my problem as an
operator at Hilton Hotel Bandung.
D. Description of the Institution
Hilton Hotel Bandung is located on Jalan HOS Tjokaroaminoto no 4143, Bandung. Hilton Hotel Bandung has been operating since March 21,
2009. Hilton Hotel Bandung is the first Hilton hotel in Indonesia. Hilton
Hotel Bandung is an international hotel with 5 stars. Hilton Hotel Bandung
is a business hotel thus, many tourists, and businessmen stay at there.
The design of the Hotel is very luxurious but also minimalist, it is a modern
building. The first general manager was Mr. Peer Norsel ( March 2009 –
June 2012 ) and the second general manager is Mr. Scot Wilson.
3
Maranatha Christian University
Hilton hotel Bandung has 186 rooms, and 5 types of rooms : deluxe
type has 118 rooms, executive type has 45 rooms, executive plus type has
19 rooms, junior suite type has 3 rooms, and presidential suite. Type has 1
room. Hilton Hotel Bandung also offers some facilities from Magma
Lounge, Punawarman International Restaurant, Fresco Italian Restaurant,
a swimming pool, Jiwa Spa, a gym, Kids corner, a meeting room, and a
luxurious ballroom.
The vision of Hilton Hotel Bandung is to fill the earth with light and
warmth of hospitality. Whereas, its mission is to be the preminent of global
hospitality company, to be the first choice of guest, tam members and
owner a like. In addition, the hotel has the valeue HILTON, as follows :
H = Hospitality : we will be passionate in delivering an exceptional guest
experience
I = Integrity
: we do the right things all the time
L = Leadership : we are the leader in our industry and community
T = Teamwork : we are the team player in everything that we do
O = Ownership : we are the owner of our action and decision
N = Now
: we operate with the sense of urgency and discipline
E. Methods of study
I have collected data to support the analysis. The data are from library
research and field research. Field research is based on my job training
from January 2013 until March 2013 in Hilton Hotel Bandung, the
observation based on my journal which was recorded when I did my
4
Maranatha Christian University
internship, library research consists of some books which relates with this
term paper.
F. Limitation of the study
This study is about working as a Magic operator when I was doing my
internship at Hotel Hilton Bandung from January - March 2013. This study
will concern about my problem as a Magic Operator trainee. This study
also will discuss about how to solve the problem as a Magic Operator
when communicating with foreign guests who call the Magic Operator.
G. Organization of the term paper
This term paper begins with an abstract that contains a summary of
this term paper in Bahasa Indonesia. There is a declaration of originality,
which contains the statement of the originality of the term paper. Next
there is Acknowledgements, Table of Contents, Chapter I is introduction
which consists of Background of the Study, identification of Problem,
Objectives and Benefits of the Study, Description of the Problem,
Description of institution, Method of the Study, Limitation of the Study,
and Organization of the Term Paper. Chapter II is about the Analysis of
the Problem, consisting of The causes and Effects . Chapter III is the
Analysis of Potential Solutions, the Potential Positive Effects and the
Potential Negative Effects based on theory that relevant with it. Chapter IV
contains the Conclusion and The Best Solution for the Problem. Those
four chapters are followed by the Bibliography, which consists of the list of
5
Maranatha Christian University
books, the articles, and the interviews: Appendix which contains the
background information or relevant material such as Flowchart and
Interview Questions and Transcript.
6
Maranatha Christian University
CHAPTER IV
CONCLUSION
As a trainee at Hilton Hotel Bandung I had a several problems. One of my
problems is in communicating with foreign guest when I was an operator.
Based on the analysis in the previous chapters, I would like to discuss the
solution that I choose to handle my problem. The causes of the problem is
foreigm guests spoke fast, I seldom hear foreigners speaking and the last I
did not understand the guest’s accent. Therefore the effects of the
problem are I cannot answer foreign guests questions, I had
miscommunication with guests, the last I gave slow response. Thus I have
to find potential solution to solve my problem, because the problem
influences my working performance.
There are three potential solutions that might solve my problem. The first
potential solution is that I concentrate more when communicating with
foreign guest, the second potential solution is I will repeat what the guests
say to clarify to the guest, and the last potential solution is I will try
watching movies using English subtitles.
Having analyzed the potential solution, I choose to combine all my
potential solutions. The reason why I choose to combine them is becauseit
16
Maranatha Christian University
support each other. By concentrating when foreign guest speak make me
focus and understand what foreign guests say. By repeating what the
foreign guests say to clarify the message will make me avoid
misunderstanding. Also by watching movies using English subtitle will
make me get used to hearing foreigners speaking.Communicating at
Hilton
Hotel
Bandung
is
important,
because
it
needs
a
good
communication to give a good service. Therefore I have to make my
communicating skill good.I hope the potential solutions can help other
people who has same problem as mine
17
Maranatha Christian University
BIBLIOGRAPHY
Printed Sources
Brinkman, Rick, Dr., and Dr. Rick Kirscnher. Dealing with People You Can’t
Stand Bagaimana Menjinakkan Orang -orang Menjengkelkan. Trans.
Lilian D. Tedjasudhana. Jakarta: PT. Gramedia Pustaka Utama, 2004.
Hubeis, Musa, Lindawati Kartika, and Rati Maria Dewi. Komunikasi
Profesional
Perangkat Pengembangan Diri. Bogor: PT. Penerbit IPB
Press, 2012.
Malouf, Doug. Power Up Your People Skills. Australia: Allen & Unwind 1939
Electronic Sources
“Active Listening”.MindTools. 23 December 2013
Maranatha Christian University
”Active Listening”. Skillsyouneed.com. 2013. 1 January 2014.
Bloom, Sarah.” How to Improve Your English With Movies.”
Bloomsburyinternational 4 October 2013. 23 December 2013.
”Clarify and clarification”. Skillsyouneed.com. 2013. 1 January 2014.
Coates, Gordon, Dr. Notes on Communication a Few Thoughts About the
Way We Interact with the People We Meet. 2009. 3 April 2013.
“Cross-Cultural Communication Strategies”. Colorado edu.1998. 17 February
2013.
“ Eye Fatique.” WebMD.com. 13 November 2013
Maranatha Christian University
“General Information about Communication Problems.” Colorado edu.1998.
17 February 2013.
Josh. “7 Things NOT to Do When Speaking English” reallife 23 April 2012. 23
December 2013
Mararo, Alice. “What Did You Say? 4 Tips for Understanding Accents at
Work.” The Daily Muse 6 March 2012. 23 December 2013.
Martin, Krista.”How To Use Movie To Develop Listening Skills.”
Elsteacherboard. 23 December 2013.
http://www.eslteachersboard.com/cgi-bin/english/index.pl?read=2865
Robby. “Is It Possible To Improve Your Spoken English By Watching TV?.”
English harmony. 28 September 2010. February 13 2014.
http://englishharmony.com/improve-spoken-english-watching-tv/
Robinson, Lawrence, Jeanne Segal, Ph. D., and Robert Segal, M.A.
“Effective Communication Skills.” January 2013. 3 April 2013.
Tugas Akhir ini memuat analisis masalah yang saya hadapi saat saya
melakukan praktek kerja di Hotel Hilton Bandung di bagian Magic
Operator. Masalah berkomunikasi di telepon dengan tamu asing yang
yang menginap di Hotel Hilton Bandung. Tujuan dari Tugas Akhir ini
adalah menemukan penyebab, akibat serta solusi untuk memecahkan
masalah yang saya hadapi.
Ada beberapa penyebab masalah yang saya hadapi, diantaranya
adalahtamu asing berbicara dengan cepat, saya tidak terbiasa
mendengarkan orang asing berbicara Inggris dan tamu asing memiliki
aksen yang berbeda – beda. Penyebab tersebut mempengaruhi kinerja
saya saat melakukan praktek kerja di Hotel Hilton Bandung, diantaranya
membuat saya tidak dapat menjawab pertanyaan tamu asing, saya
mengalami salah paham dengan tamu dan saya memberikan respon yang
lambat pada tamu asing.
Setelah observasi dan menganalisis masalah yang saya hadapi, saya
menemukan tiga solusi yang dapat memecahkan masalah saya. Solusi itu
adalah saya mencoba lebih berkonsentrasi pada saat tamu asing
berbicara, saya mengklarifikasi apa yang tamu asing katakan dan
mencoba menonton film inggris menggunakan teks bahasa inggris Solusi
yang saya temukan ini memiliki beberapa dampak positif dan negatif.
Saya akan memakai solusi ini untuk memecahkan masalah saya dalam
berkomunikasi dengan tamu asing saat saya menjadi pekerja magang di
bagian Magic OperatorHilton Bandung. Saya berharap penggabungan
ketiga solusi tersebut dapat menyelesaikan masalah saya.
i
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT…………………………………………………………………….....i
DECLARATION OF ORIGINALITY……………………………………………ii
ACKNOWLEDGMENTS…………………………………………………….....iii
TABLE OF CONTENTS………………………………………………………...v
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…………………………………...11
CHAPTER IV. CONCLUSION………………………………………………..16
BIBLIOGRAPHY
APPENDICES:
A. FLOWCHART
B. INTERVIEW
v
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the study
Staff in hotel companies must be ready to make good communication
with foreigners, because people from different countries with different
languages and characteristics stay in hotel. Generally most of them expect
a comfortable place to stay and excellent services. Therefore, it is the job
for hospitality people to fulfill their needs.
In hospitality industry, not only direct communication with guests but
also indirect communication is very important . Direct communication
means speaking face to face with the guests, indirect communication
means speaking by the phone. Good communication will make the guests
satisfied and can build a good relation with guest. A good relation will
make the guests feel valued. In addition, through communication, the
staff can fulfill the guests needs easily. As long as I did the internship I
had the problem about indirect commucation. As Magic operator we can
not face to face with the guest, I heard their voice from the phone.
Therefore I cannot see their face, or the gesture.
1
Maranatha Christian University
I had a problem during my internship as a Magic operator at Hilton Hotel
bandung when communicating with foreign guests such as Australians,
Asians, and Arabians. I had to listen to the inquires, gave clear
information as an operator and fulfili their needs. I had some task when I
was a trainee at Magic operator the task are taking room service order
such as in room dinning, refil amenities, laundry, connecting the phone
from the people who called from outside hotel to sales agent, reservasion
agent, restaurant, spa, who want to make reservation or just want to know
about hotel informations. People who made a call to Hilton Hotel Bandung
not only local people but also foreigners I was not used to communicate
with the foreigners who speak English. Also in this term paper I will tell
about the problem, solution, and reason why I choose the problem.
B. Identification of the problem
The problem discussed in this term paper is stated in the following
questions :
1. Why did I have difficulty in communicating with foreign guests as
an operator?
2. How could this difficulty in communicating with foreign guests as an
operator influence me in giving good service tthe foreign guests?
3. How can I solve my difficulty in communicating with foreign guests
at Hilton Hotel?
2
Maranatha Christian University
C. Objectives and benefits of the study
This study is to find out my problem in communicating with foreign
guests as a telephone operator at Hilton Hotel Bandung when I became a
trainee at Magic department. This study also tries to find out the ways to
solve the problem.
In addition, the benefits of doing this study are it will help to enlarge
the knowledge in communicating and giving information to foreign guests
as a telephone operator, especially for those who work in hospitality
industry who have the same problem with me, and those who do not have
any working experience. This study can guide them to handle the problem.
This study can also be useful for hotel staff as they can use the solution to
solve the problem in communicating foreign guests as an operator . This
study also helps me to find out the best solution for my problem as an
operator at Hilton Hotel Bandung.
D. Description of the Institution
Hilton Hotel Bandung is located on Jalan HOS Tjokaroaminoto no 4143, Bandung. Hilton Hotel Bandung has been operating since March 21,
2009. Hilton Hotel Bandung is the first Hilton hotel in Indonesia. Hilton
Hotel Bandung is an international hotel with 5 stars. Hilton Hotel Bandung
is a business hotel thus, many tourists, and businessmen stay at there.
The design of the Hotel is very luxurious but also minimalist, it is a modern
building. The first general manager was Mr. Peer Norsel ( March 2009 –
June 2012 ) and the second general manager is Mr. Scot Wilson.
3
Maranatha Christian University
Hilton hotel Bandung has 186 rooms, and 5 types of rooms : deluxe
type has 118 rooms, executive type has 45 rooms, executive plus type has
19 rooms, junior suite type has 3 rooms, and presidential suite. Type has 1
room. Hilton Hotel Bandung also offers some facilities from Magma
Lounge, Punawarman International Restaurant, Fresco Italian Restaurant,
a swimming pool, Jiwa Spa, a gym, Kids corner, a meeting room, and a
luxurious ballroom.
The vision of Hilton Hotel Bandung is to fill the earth with light and
warmth of hospitality. Whereas, its mission is to be the preminent of global
hospitality company, to be the first choice of guest, tam members and
owner a like. In addition, the hotel has the valeue HILTON, as follows :
H = Hospitality : we will be passionate in delivering an exceptional guest
experience
I = Integrity
: we do the right things all the time
L = Leadership : we are the leader in our industry and community
T = Teamwork : we are the team player in everything that we do
O = Ownership : we are the owner of our action and decision
N = Now
: we operate with the sense of urgency and discipline
E. Methods of study
I have collected data to support the analysis. The data are from library
research and field research. Field research is based on my job training
from January 2013 until March 2013 in Hilton Hotel Bandung, the
observation based on my journal which was recorded when I did my
4
Maranatha Christian University
internship, library research consists of some books which relates with this
term paper.
F. Limitation of the study
This study is about working as a Magic operator when I was doing my
internship at Hotel Hilton Bandung from January - March 2013. This study
will concern about my problem as a Magic Operator trainee. This study
also will discuss about how to solve the problem as a Magic Operator
when communicating with foreign guests who call the Magic Operator.
G. Organization of the term paper
This term paper begins with an abstract that contains a summary of
this term paper in Bahasa Indonesia. There is a declaration of originality,
which contains the statement of the originality of the term paper. Next
there is Acknowledgements, Table of Contents, Chapter I is introduction
which consists of Background of the Study, identification of Problem,
Objectives and Benefits of the Study, Description of the Problem,
Description of institution, Method of the Study, Limitation of the Study,
and Organization of the Term Paper. Chapter II is about the Analysis of
the Problem, consisting of The causes and Effects . Chapter III is the
Analysis of Potential Solutions, the Potential Positive Effects and the
Potential Negative Effects based on theory that relevant with it. Chapter IV
contains the Conclusion and The Best Solution for the Problem. Those
four chapters are followed by the Bibliography, which consists of the list of
5
Maranatha Christian University
books, the articles, and the interviews: Appendix which contains the
background information or relevant material such as Flowchart and
Interview Questions and Transcript.
6
Maranatha Christian University
CHAPTER IV
CONCLUSION
As a trainee at Hilton Hotel Bandung I had a several problems. One of my
problems is in communicating with foreign guest when I was an operator.
Based on the analysis in the previous chapters, I would like to discuss the
solution that I choose to handle my problem. The causes of the problem is
foreigm guests spoke fast, I seldom hear foreigners speaking and the last I
did not understand the guest’s accent. Therefore the effects of the
problem are I cannot answer foreign guests questions, I had
miscommunication with guests, the last I gave slow response. Thus I have
to find potential solution to solve my problem, because the problem
influences my working performance.
There are three potential solutions that might solve my problem. The first
potential solution is that I concentrate more when communicating with
foreign guest, the second potential solution is I will repeat what the guests
say to clarify to the guest, and the last potential solution is I will try
watching movies using English subtitles.
Having analyzed the potential solution, I choose to combine all my
potential solutions. The reason why I choose to combine them is becauseit
16
Maranatha Christian University
support each other. By concentrating when foreign guest speak make me
focus and understand what foreign guests say. By repeating what the
foreign guests say to clarify the message will make me avoid
misunderstanding. Also by watching movies using English subtitle will
make me get used to hearing foreigners speaking.Communicating at
Hilton
Hotel
Bandung
is
important,
because
it
needs
a
good
communication to give a good service. Therefore I have to make my
communicating skill good.I hope the potential solutions can help other
people who has same problem as mine
17
Maranatha Christian University
BIBLIOGRAPHY
Printed Sources
Brinkman, Rick, Dr., and Dr. Rick Kirscnher. Dealing with People You Can’t
Stand Bagaimana Menjinakkan Orang -orang Menjengkelkan. Trans.
Lilian D. Tedjasudhana. Jakarta: PT. Gramedia Pustaka Utama, 2004.
Hubeis, Musa, Lindawati Kartika, and Rati Maria Dewi. Komunikasi
Profesional
Perangkat Pengembangan Diri. Bogor: PT. Penerbit IPB
Press, 2012.
Malouf, Doug. Power Up Your People Skills. Australia: Allen & Unwind 1939
Electronic Sources
“Active Listening”.MindTools. 23 December 2013
Maranatha Christian University
”Active Listening”. Skillsyouneed.com. 2013. 1 January 2014.
Bloom, Sarah.” How to Improve Your English With Movies.”
Bloomsburyinternational 4 October 2013. 23 December 2013.
”Clarify and clarification”. Skillsyouneed.com. 2013. 1 January 2014.
Coates, Gordon, Dr. Notes on Communication a Few Thoughts About the
Way We Interact with the People We Meet. 2009. 3 April 2013.
“Cross-Cultural Communication Strategies”. Colorado edu.1998. 17 February
2013.
“ Eye Fatique.” WebMD.com. 13 November 2013
Maranatha Christian University
“General Information about Communication Problems.” Colorado edu.1998.
17 February 2013.
Josh. “7 Things NOT to Do When Speaking English” reallife 23 April 2012. 23
December 2013
Mararo, Alice. “What Did You Say? 4 Tips for Understanding Accents at
Work.” The Daily Muse 6 March 2012. 23 December 2013.
Martin, Krista.”How To Use Movie To Develop Listening Skills.”
Elsteacherboard. 23 December 2013.
http://www.eslteachersboard.com/cgi-bin/english/index.pl?read=2865
Robby. “Is It Possible To Improve Your Spoken English By Watching TV?.”
English harmony. 28 September 2010. February 13 2014.
http://englishharmony.com/improve-spoken-english-watching-tv/
Robinson, Lawrence, Jeanne Segal, Ph. D., and Robert Segal, M.A.
“Effective Communication Skills.” January 2013. 3 April 2013.