Improving The Service Quality At Gambrinus German Pub and Restaurant By Mastering English Vocabulary and Translating Skill.
Appendices
Appendix 1
Appendix 2
Appendix 3
CHAPTER I
INTRODUCTION
A. Background of the Study
Bandung is one of the largest cities in Indonesia which is interesting
to be visited by people not only from Indonesia but also from other
countries. Most people who visit Bandung want to taste either traditional
food or international food. That is why there are many restaurants in
Bandung, and it can be an advantage for a restaurant to vary their special
food to make customers choose it. In order to win the competition,
restaurants should provide the best quality food.
Besides providing the foods, restaurant should provide a good
service too. For that reason, the service should be unique to attract
customers. To win customers, a restaurant should provide a good service
by training their employees, especially the waiters and the waitresses.
The role of waiters and waitresses is very important in a restaurant.
In order to give good service to the customers, they must be capable of
describing the menu very clearly. In Gambrinus German Pub and
Restaurant, there are only waitresses. The waitresses are expected to be
1
Maranatha Christian University
able to speak English when describing the menu because most of the
customers are foreigners and the menu is written in English. Besides
communicating in English, the waitresses should know every word that is
written in the menu, so that they can describe the menu to the customers
appropriately.
Furthermore, the waitresses should also be able to translate the
menu into Indonesian because some of the customers are Indonesians.
Although some of them can communicate in English, not all of them are able
to understand the meaning of some of the words written in the menu.
B. Statement of the Problem
During my apprenticeship at Gambrinus German Pub and Restaurant,
I encountered some problems that are interesting to be discussed. The
core problem that I want to discuss is I could not explain the menu properly
because of:
1. The lack of vocabulary about food that made me hard to explain the
menu to the customers.
2. The inability to translate the menu in English into Indonesian when
some of the Indonesian customers asked me about it, this makes them
confused.
2
Maranatha Christian University
C. Objectives and Benefits of the Study
Related to the problems, the objectives of this study are:
1.
To find out how the lack of vocabulary affects the service quality.
2.
To find out how important the ability of translating the menu from
English into Indonesian is when doing the apprenticeship at
Gambrinus German Pub and Restaurant.
3.
To find out the best solution to solve the problem I faced during
my apprenticeship at Gambrinus German Pub and Restaurant.
The Benefits of this study are:
• For me:
To know the best solution for solving the problems.
• For Gambrinus German Pub and Restaurant:
To know how important mastering English for the waitresses to
improve their service quality.
• For readers:
To know that mastering English can improve service quality in
Gambrinus German Pub and Restaurant.
D. Description of the Institution
Gambrinus German Pub and Restaurant was established in 1989 by
Ulrich Netidenthal. The name of Gambrinus was taken from German which
3
Maranatha Christian University
means the king of beer. At first, Gambrinus German Pub and Restaurant
was located on Jalan Sindang Sirna. When it was opened, Gambrinus only
served guests who were friends of the owner. Nevertheless, after the
owner realized that there was an opportunity to introduce the restaurant to
other people, he opened the restaurant for public.
In 1996, Gambrinus German Pub and Restaurant moved to Jalan
Suria Sumantri No. 59. Formerly, Gambrinus had two outlets. The first was
the German outlet which sold German and European food with European
atmosphere. The second was The Curry Kitchen, which sold Indian food.
However, now the two outlets have been combined and become one. They
sell Indian food and European food with Indian atmosphere.
Besides , Gambrinus also provides Buffet All You Can Eat every
Saturday. Now, Gambrinus is completed with the Internet facility, so that if
you want to go online, you can use this facility for free.
In 2003, Gambrinus German Pub and Restaurant opened a new
branch at Preanger Hotel. Unfortunately, the branch’s sales decreased. As
a result, the owner finally decided to operate only one restaurant.
E. Limitation of the Study
My paper will only deal with how to improve the service quality by
mastering English vocabulary and translating skill. The study will concern
4
Maranatha Christian University
with the problems I faced when I did my apprenticeship for one month and
also the solutions to the problems. The data are gained from interviewing
some waitresses and customers. Moreover, I did some library research,
used my apprenticeship journal, and browsed the Internet.
F. Organization of the Term Paper
This term paper starts with the Abstract, a concise summary of the
entire paper in Indonesian. The Abstract is followed by the Preface, in
which I acknowledge the work and contribution of others. After that, there is
a Table of Content, then the five chapters:
Chapter I
is the Introduction of the study
Chapter II contains of the theories from library research
Chapter III deals with the causes and the effects of the problems
Chapter IV contains of potential solutions to the problems
Chapter V is the Conclusion
In the last part, I present the Bibliography and the Appendices.
5
Maranatha Christian University
CHAPTER V
CONCLUSION
After comparing and contrasting the positive and negative effects of
the four potential solutions, I will choose the best solution to solve my
problem. The best solution can be determined by combining two of four
potential solutions that are stated in the previous chapter.
To solve the problem that I faced when I did my apprenticeship at
Gambrinus German Pub and Restaurant, I will combine solution 1 (ask the
other waitresses how to handle customers’ questions) and solution 2 (learn
more vocabulary) because by combining these two solutions, I can give a
better service and improve my English skills.
Service quality can be improved if I learn more from the person who
is more experienced in that field. Besides, improving service quality can
make customers satisfied and repurchase the restaurant’s products.
Furthermore, improving my English skills is the most important thing
because nowadays we are expected to be able to speak, listen, read, and
write in English.
17
Maranatha Christian University
BIBLIOGRAPHY
Printed sources
Kotler, Philip. Marketing Management. New Jersey: Pearson Education.
Inc, 2003
Palmer, D. Principle of Services Marketing. Singapore: McGraw-Hill, 2001
Stoltz, Paul G. ed. Saputra: Adversity Quotient @ Work. Batam:
Interaksara, 2003
Electronic Sources
Corner, Marcia. L. “Learn How They Learn”. 27 Nov 2007
“Instructional Strategies for Improving Comprehension Skills.” Indiana
State University. 14 Sept 2005. 26 Sept. 2007.
“Learn English Vocabulary.” Leo Network. Sept 1999. (revised May 2006).
16 Sept. 2007.
Maranatha Christian University
“Top 3 Reasons to Improve Your Vocabulary”. Litemind. 2 Oct 2007. 27
Nov 2007.
Maranatha Christian University
Appendix 1
Appendix 2
Appendix 3
CHAPTER I
INTRODUCTION
A. Background of the Study
Bandung is one of the largest cities in Indonesia which is interesting
to be visited by people not only from Indonesia but also from other
countries. Most people who visit Bandung want to taste either traditional
food or international food. That is why there are many restaurants in
Bandung, and it can be an advantage for a restaurant to vary their special
food to make customers choose it. In order to win the competition,
restaurants should provide the best quality food.
Besides providing the foods, restaurant should provide a good
service too. For that reason, the service should be unique to attract
customers. To win customers, a restaurant should provide a good service
by training their employees, especially the waiters and the waitresses.
The role of waiters and waitresses is very important in a restaurant.
In order to give good service to the customers, they must be capable of
describing the menu very clearly. In Gambrinus German Pub and
Restaurant, there are only waitresses. The waitresses are expected to be
1
Maranatha Christian University
able to speak English when describing the menu because most of the
customers are foreigners and the menu is written in English. Besides
communicating in English, the waitresses should know every word that is
written in the menu, so that they can describe the menu to the customers
appropriately.
Furthermore, the waitresses should also be able to translate the
menu into Indonesian because some of the customers are Indonesians.
Although some of them can communicate in English, not all of them are able
to understand the meaning of some of the words written in the menu.
B. Statement of the Problem
During my apprenticeship at Gambrinus German Pub and Restaurant,
I encountered some problems that are interesting to be discussed. The
core problem that I want to discuss is I could not explain the menu properly
because of:
1. The lack of vocabulary about food that made me hard to explain the
menu to the customers.
2. The inability to translate the menu in English into Indonesian when
some of the Indonesian customers asked me about it, this makes them
confused.
2
Maranatha Christian University
C. Objectives and Benefits of the Study
Related to the problems, the objectives of this study are:
1.
To find out how the lack of vocabulary affects the service quality.
2.
To find out how important the ability of translating the menu from
English into Indonesian is when doing the apprenticeship at
Gambrinus German Pub and Restaurant.
3.
To find out the best solution to solve the problem I faced during
my apprenticeship at Gambrinus German Pub and Restaurant.
The Benefits of this study are:
• For me:
To know the best solution for solving the problems.
• For Gambrinus German Pub and Restaurant:
To know how important mastering English for the waitresses to
improve their service quality.
• For readers:
To know that mastering English can improve service quality in
Gambrinus German Pub and Restaurant.
D. Description of the Institution
Gambrinus German Pub and Restaurant was established in 1989 by
Ulrich Netidenthal. The name of Gambrinus was taken from German which
3
Maranatha Christian University
means the king of beer. At first, Gambrinus German Pub and Restaurant
was located on Jalan Sindang Sirna. When it was opened, Gambrinus only
served guests who were friends of the owner. Nevertheless, after the
owner realized that there was an opportunity to introduce the restaurant to
other people, he opened the restaurant for public.
In 1996, Gambrinus German Pub and Restaurant moved to Jalan
Suria Sumantri No. 59. Formerly, Gambrinus had two outlets. The first was
the German outlet which sold German and European food with European
atmosphere. The second was The Curry Kitchen, which sold Indian food.
However, now the two outlets have been combined and become one. They
sell Indian food and European food with Indian atmosphere.
Besides , Gambrinus also provides Buffet All You Can Eat every
Saturday. Now, Gambrinus is completed with the Internet facility, so that if
you want to go online, you can use this facility for free.
In 2003, Gambrinus German Pub and Restaurant opened a new
branch at Preanger Hotel. Unfortunately, the branch’s sales decreased. As
a result, the owner finally decided to operate only one restaurant.
E. Limitation of the Study
My paper will only deal with how to improve the service quality by
mastering English vocabulary and translating skill. The study will concern
4
Maranatha Christian University
with the problems I faced when I did my apprenticeship for one month and
also the solutions to the problems. The data are gained from interviewing
some waitresses and customers. Moreover, I did some library research,
used my apprenticeship journal, and browsed the Internet.
F. Organization of the Term Paper
This term paper starts with the Abstract, a concise summary of the
entire paper in Indonesian. The Abstract is followed by the Preface, in
which I acknowledge the work and contribution of others. After that, there is
a Table of Content, then the five chapters:
Chapter I
is the Introduction of the study
Chapter II contains of the theories from library research
Chapter III deals with the causes and the effects of the problems
Chapter IV contains of potential solutions to the problems
Chapter V is the Conclusion
In the last part, I present the Bibliography and the Appendices.
5
Maranatha Christian University
CHAPTER V
CONCLUSION
After comparing and contrasting the positive and negative effects of
the four potential solutions, I will choose the best solution to solve my
problem. The best solution can be determined by combining two of four
potential solutions that are stated in the previous chapter.
To solve the problem that I faced when I did my apprenticeship at
Gambrinus German Pub and Restaurant, I will combine solution 1 (ask the
other waitresses how to handle customers’ questions) and solution 2 (learn
more vocabulary) because by combining these two solutions, I can give a
better service and improve my English skills.
Service quality can be improved if I learn more from the person who
is more experienced in that field. Besides, improving service quality can
make customers satisfied and repurchase the restaurant’s products.
Furthermore, improving my English skills is the most important thing
because nowadays we are expected to be able to speak, listen, read, and
write in English.
17
Maranatha Christian University
BIBLIOGRAPHY
Printed sources
Kotler, Philip. Marketing Management. New Jersey: Pearson Education.
Inc, 2003
Palmer, D. Principle of Services Marketing. Singapore: McGraw-Hill, 2001
Stoltz, Paul G. ed. Saputra: Adversity Quotient @ Work. Batam:
Interaksara, 2003
Electronic Sources
Corner, Marcia. L. “Learn How They Learn”. 27 Nov 2007
“Instructional Strategies for Improving Comprehension Skills.” Indiana
State University. 14 Sept 2005. 26 Sept. 2007.
“Learn English Vocabulary.” Leo Network. Sept 1999. (revised May 2006).
16 Sept. 2007.
Maranatha Christian University
“Top 3 Reasons to Improve Your Vocabulary”. Litemind. 2 Oct 2007. 27
Nov 2007.
Maranatha Christian University