Overcoming My Difficulty in Handling Telephone Calls Alone When Working As Operator At Novotel Hotel Bandung.
ABSTRACT
Selama saya melakukan kegiatan magang, saya menghadapi kesulitan
dalam
menerima telepon masuk pada saat bekerja sendiri sebagai
operator telepon di Hotel Novotel Bandung. Penyebabnya adalah karena di
Hotel Novotel Bandung hanya ada dua operator termasuk saya, selain itu
saya juga tidak mempunyai pengalaman yang cukup sebagai operator
telepon. Akibatnya tamu hotel tidak dapat dilayani dengan baik, dan saya
menjadi stres selama bekerja karena harus mengerjakan semua pekerjaan
sambil belajar.
Setelah melakukan penelitian, saya mempunyai empat pilihan solusi untuk
mengatasi masalah saya. Pertama, hotel harus mempekerjakan seorang
operator lagi. Kedua, saya menjawab pertanyaan dari tamu hotel dengan
singkat tetapi tetap sopan. Ketiga, hotel menyediakan fasilitas Internet untuk
pemesanan kamar hotel. Keempat, saya berlatih dan belajar untuk
meningkatkan kemampuan dan pengetahuan tentang semua hal yang
berkaitan dengan pekerjaan operator telepon di hotel.
Berdasarkan hasil analisis, ada dua pilihan solusi yang saya pilih, yaitu
hotel harus mempekerjakan satu operator lagi, selain itu saya juga harus
berlatih dan belajar untuk meningkatkan kemampuan dan pengetahuan
tentang semua hal yang berkaitan dengan pekerjaan operator telepon di
hotel. Solusi ini dapat membuat saya mampu mengatasi masalah yang saya
hadapi, sehingga saya dapat menjalankan tugas saya sebagai operator
telepon di Hotel Novotel Bandung dengan sebaik-baiknya.
i
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT………………………………………………………………….i
DECLARATION OF ORIGINALITY……………………………………….ii
ACKNOWLEDGEMENTS………………………………………………….iii
TABLE OF CONTENTS…………………………………………………….iv
CHAPTER I. INTRODUCTION…………………………………………….1-5
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……………………………………6-8
CHAPTER III. POTENTIAL SOLUTIONS……………………………….9-16
CHAPTER IV. CONCLUSION……………………………………………17-19
BIBLIOGRAPHY
APPENDIX:
A. FLOWCHART
iv
Maranatha Christian University
APPENDIX
FLOWCHART
Causes
1. There are only
two operators at
Novotel Hotel
2. I do not have any
experience as a
hotel operator
Potential negative effects
1. The hotel will spend
extra cost to hire a new
operator
2. I will become
dependent on the other
operator
Potential negative effects
1. The hotel guests might
feel reluctant in using
online reservation
because it requires credit
card number
2. The internet system
failure will cause no
reservation transmission
and it makes the hotel
guests complain to the
hotel
Potential negative effects
1. It is time consuming
Problem
I have difficulties in handling
telephone calls alone when
working as an operator at Novotel
Hotel Bandung
Potential solution 1
The hotel should at least
hire one more operator
The effects
1. Some of incoming
calls from hotel
guests cannot be
handled properly
2. I become stressful
during working hours
Potential positive effects
1. I will enjoy the job as
an operator at Novotel
Hotel Bandung
2. Hotel guests can be
served well
Potential solution 2
The hotel should
improve the function
of the online
reservation facility
Potential positive effects
1. Reservation can be
done faster
2. I can work faster
dealing with hotel guests
Potential solution 3
I increase my skills
and knowledge in
handling telephone
calls for self
development
Potential positive effects
1. I can work properly
2. Hotel guests can be
served well
Chosen solution
- Novotel Hotel Bandung should at least hire
one more operator
- I increase my skills and knowledge in
handling telephone calls for self development
CHAPTER I
INTRODUCTION
A. Background of the Study
In Bandung, hotel business is developing fast as a result of the influx of
people from other cities. Almost every weekend Bandung is crowded with
people from Jakarta, Surabaya, and even Malaysia to spend their holiday
by shopping in factory outlets because prices are relatively competitive. In
order to accommodate those people, hotels must offer an excellent service
to their guests. As a result, hotel guests will feel at home at particular
hotels and will return to the same hotels.
In order to serve hotel guests better, front liners, such as receptionist
staff, guest relation officer, marketing staff, and others, play a very
important role in running the business. It is because they are the first
people to greet the hotel guests. In addition to receptionists, hotel
operators also have first contacts with hotel guests; therefore, they must
perform their tasks well. As stated by Darsono, a telephone operator deals
1
Maranatha Christian University
with all in-coming calls smartly, politely, and respectfully. Besides, an operator
meets the hotel guests’ request of wake up calls by recording them on the
wakeup call sheet and make a summary calls report. Furthermore, the
operator also records messages for hotel guests who are not available at the
hotel, write down messages, makes telephone summary reports, fax summary
reports (27). Considering the quotation above, I can understand that the job
description of a hotel operator is quite complex. She or he needs to have
certain qualifications to support her or his job. Without those qualifications, an
operator will find difficulties in doing her job well.
This term paper is based on my internship as an operator at Novotel Hotel
(henceforth, NH) in Bandung. I discovered that my job was overloaded
because very often I had to work alone and I had to answer two phone calls at
the same time; as a consequence, I felt stressful as my job was unbearable.
As an operator, I had to do some tasks, namely handling calls from hotel
guests who asked for information about online reservation and the rate of the
room hotel, answering calls from hotel guests, and making telephone
summary reports. Unfortunately, the hotel has only two operators, and
naturally we become very busy. As a new operator, I had no experience
dealing with official telephone calls. This is because I was not familiar with the
equipment such as switchboard, wake up call, and sound system related to
the job of an operator. Regarding the above explanations, I decided to
analyze how to handle difficulties in handling telephone calls alone when
working as an operator at the NH.
2
Maranatha Christian University
B. Identification of the Problem
Based on my internship as an operator at NH Bandung, I would like to
analyze :
1. Why do I have difficulties in handling telephone calls alone as a telephone
operator at NH?
2. How should I handle such problem effectively?
C. Objectives and Benefits of the Study
The objectives of this study are to discover the reasons why I have
difficulties in handling telephone calls alone while I was in my internship as an
operator at NH. I would also like to find the best solution to the problem on
handling telephone calls alone while I was in my internship as an operator at
Novotel Hotel, Bandung.
This term paper will be beneficial to other people, namely hotel staff, the
readers, and I myself. The hotel staff will get valuable inputs concerning
service and satisfaction given to hotel guests. The readers of this term paper
will learn that becoming a hotel operator needs certain qualifications. Finally, I
myself learn to understand the problem of a hotel operator and know how to
solve it.
D. Description of the Institution
Novotel Hotel is a four-star hotel, located in the heart of Bandung City and
established on December 10, 2006. The owners are Mr. Christian Wibowo,
Mr. Gunawan, and Mr. Hendrikus. The address is on Cihampelas no. 23-25.
3
Maranatha Christian University
The hotel rooms are equipped with complete facilities. This hotel is not only
for holiday makers but also for business people.
Novotel Hotel has 156 rooms with various choices, for example, superior
room, premier room, executive room, and suite room. The most luxurious
room is the suite room, which is large, and designed beautifully; in addition, it
is provided with a living room.
This hotel also offers a number of facilities for the guests to enjoy; such as
a restaurant, a bar lounge, a premier lounge, a ballroom, meeting rooms, free
WIFI, free shuttle buses from and to the airport or station, Dolfi Kids Club, a
massage spa, a swimming pool, and a fitness center.
E. Method of the Study
The process of collecting data for this term paper was done during my
internship as an operator at NH. Besides, I obtained the data from observing
how a telephone operator worked when she was on duty. The operator gave
me a demonstration of how to answer phone calls politely and how to operate
the equipment. Next, I studied my internship journal carefully in order to find
accurate information from what I had experienced as a telephone operator.
Furthermore, I read some relevant books from Maranatha Christian University
library. Finally, I found some theories from the Internet to support the writing
of my term paper concerning operators. The data is used to analyze the
problem and to find the best solutions of the problem.
4
Maranatha Christian University
F. Limitation of the Study
My term paper focuses on how to handle telephone calls effectively. The
subject of this research is I myself as a telephone operator working at NH,
Bandung, starting from January 2011 to March 2011.
G. Organization of the Term Paper
This term paper starts with the Abstract, a summary of the whole term
paper in Indonesian. Then, there is a Declaration of Originality, which contains
a statement from myself about the authenticity of the paper. Next is
Acknowledgements, which contains the list of people who have supported me
during the writing of this term paper. After that is Table of Contents. Then,
there are four chapters as follows: Chapter I is the Introduction, Chapter II is
Problem Analysis, Chapter III is Potential Solutions, and Chapter IV is
5
Maranatha Christian University
CHAPTER IV
CONCLUSION
During my internship as a telephone operator at NH, I encountered a
serious problem namely I have difficulties in handling telephone lines alone.
There are several causes of my problem. First, there are only two operators
at NH to handle the hotel guests. Second, I do not have any experiences as a
Hotel operator. Naturally, this problem has brought two negative effects both
for the hotel guests and for me. The first effect is some of incoming calls from
hotel guests cannot be handled properly. The second effect is that I become
stressful during working hours. There are three potential solutions to deal with
the problem. The first solution is the hotel should at least hire one more
operator. Second, the hotel should improve the function of the online
reservation facility. Third, I increase my skills and knowledge in handling
telephone calls for self development.
Having discussed the problem in the previous chapters, I would like to
present the best solution to solve the problem. The chosen solutions are the
first and the third potential solution, namely the hotel should at least hire one
more operator and I increase my skills and knowledge in handling telephone
17
Maranatha Christian University
calls for self development.
The reason I choose the above solution is because of the following
consideration. First, it will eliminate the stress for the operator because now their
work is shared with the other operators. Second, hotel guests will feel happy
because an operator can work properly and give the good service. As an
operator, I need to be proactive to develop my work performance as a hotel
operator. Therefore, I should improve my skill and knowledge to support my
work. In an article entitled “Front office”, it is stated that “Nevertheless, most of
the small hotels (20-30 rooms) are trying to keep the general structure of front
office and delivery services, having at least one employee for each of them” (par.
5). From the quotation I can see that small hotel has at least one staff for every
department. Naturally, big hotels or starred hotels need to have more than one
operator staff in order to provide good service to hotel guests. When there are
enough operator staff, of course the needs of hotel guest concerning reservation,
asking for information and others can be met. Moreover, in the article “Telephone
Operator Duties”, it is stated that, “It is vital that the switchboard operator has
good communication skills and is detail oriented” (par. 3). From the quotation I
can see that an operator must improve their skills and knowledge.
To conclude this term paper, I present several points concerning my
experience as a hotel operator. I realize that being a professional hotel operator
needs certain requirements, which include knowledge and skills: knowledge
about the equipment, know about hotel product knowledge, hotel facilities, and
18
Maranatha Christian University
for skills: skills to operate the equipment, how to handle guests complaint,
language skills, and communication skills. Hotel guest can only be served well if
the operator can fulfill their needs. To end my term paper, for my suggestion I
mention several things: new operators must be ready to work under pressure
when the hotel is fully booked. Therefore, an internship is very important for an
operator and for the hotel I suggest that it should have enough operator staff in
order to handle the guests properly. Finally, I also suggest that an operator must
have basic knowledge about computer and language especially English as an
international language.
19
Maranatha Christian University
BIBLIOGRAPHY
Printed Sources
Bartono, Ruffino. Hotel communication Management. Yogyakarta: C.V Andi offset,
2007
Darsono, Agustinus. Front Office Hotel. Jakarta: PT Gramedia Widiasarana
Indonesia, 2011
Electronic Sources
“Advantages and Disadvantages Online Booking”. city-of-hotels.com 2011. 3
November 2011
.
“Essential Skills and Knowledge for Personal Development”. Essential life skills.net
2011. 18 December 2011. .
“Front Office”. city-of-hotels.com 2010. 2 October 2011.
.
“Handling Guest Complaint”. hospitality-school.com/ 20 January 2011. 6 October
2011. < http://www.hospitality-school.com/handling-guest-complaint>.
“Hotel Customer Service Tips”. ehow.com 2011. 8 November 2011
< http://www.ehow.com/way_5241790_hotel-customer-service-tips.html>.
Maranatha Christian University
“How much do Telephone Operators make?” degreefinders.com. 2011. 6
November 2011
.
“Job Responsibilities”. ehow.com/.2010. 7 October 2011.
< http://www.ehow.com/about_5444083_job-description-telephoneoperators.html>.
“Overcome the Top 10 Causes of Workplace Stress”. ezinearticles.com 2011. 4
November.
< http://ezinearticles.com/?Overcome-the-Top-10-Causes-of-WorkplaceStress&id=1202>.
“Stress Rating”. hecareersguide.com. 2010. 6 October 2011.
.
“Telephone Operator Duties”. ehow.com. 1999- 2011. 18 December 2011.
.
“Telephone Operators and Switcboard”. calmis.ca.gov .2011. 2 November
2011. .
“What Effect Does Bad Customer Services have on a Hotel”. ehow.com. 2011. 8
November
< http://www.ehow.com/facts_5530226_effects-bad-customer-servicehotel.html>.
Maranatha Christian University
“What it’s Costs to hire and Train New Employees”. infographicsarchive.com.10
October 2010. 4 November 2011
.
“What Skills and Knowledge are important?” labormarketindo.edd.12 February
2010. 15 October 2011. < http://www. Labormarketindo.edd.ca.gov>.
“10 Advantages of Online Booking Software”. ezinearticles.com. 1 June 2010. 4
November 2011
< http://ezinearticles.com/?10-Advantages-of-Online-Booking
Software&id=4397594>.
“40% Booking Failures Caused by Technology”. tourismtechnology.rezgo.com
20 August 2010. 5 November 2011
.
“5 Tips to Enjoy Your Workplace”. info.shine.com. 2008. 6 November 2011.
.
Maranatha Christian University
Selama saya melakukan kegiatan magang, saya menghadapi kesulitan
dalam
menerima telepon masuk pada saat bekerja sendiri sebagai
operator telepon di Hotel Novotel Bandung. Penyebabnya adalah karena di
Hotel Novotel Bandung hanya ada dua operator termasuk saya, selain itu
saya juga tidak mempunyai pengalaman yang cukup sebagai operator
telepon. Akibatnya tamu hotel tidak dapat dilayani dengan baik, dan saya
menjadi stres selama bekerja karena harus mengerjakan semua pekerjaan
sambil belajar.
Setelah melakukan penelitian, saya mempunyai empat pilihan solusi untuk
mengatasi masalah saya. Pertama, hotel harus mempekerjakan seorang
operator lagi. Kedua, saya menjawab pertanyaan dari tamu hotel dengan
singkat tetapi tetap sopan. Ketiga, hotel menyediakan fasilitas Internet untuk
pemesanan kamar hotel. Keempat, saya berlatih dan belajar untuk
meningkatkan kemampuan dan pengetahuan tentang semua hal yang
berkaitan dengan pekerjaan operator telepon di hotel.
Berdasarkan hasil analisis, ada dua pilihan solusi yang saya pilih, yaitu
hotel harus mempekerjakan satu operator lagi, selain itu saya juga harus
berlatih dan belajar untuk meningkatkan kemampuan dan pengetahuan
tentang semua hal yang berkaitan dengan pekerjaan operator telepon di
hotel. Solusi ini dapat membuat saya mampu mengatasi masalah yang saya
hadapi, sehingga saya dapat menjalankan tugas saya sebagai operator
telepon di Hotel Novotel Bandung dengan sebaik-baiknya.
i
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT………………………………………………………………….i
DECLARATION OF ORIGINALITY……………………………………….ii
ACKNOWLEDGEMENTS………………………………………………….iii
TABLE OF CONTENTS…………………………………………………….iv
CHAPTER I. INTRODUCTION…………………………………………….1-5
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……………………………………6-8
CHAPTER III. POTENTIAL SOLUTIONS……………………………….9-16
CHAPTER IV. CONCLUSION……………………………………………17-19
BIBLIOGRAPHY
APPENDIX:
A. FLOWCHART
iv
Maranatha Christian University
APPENDIX
FLOWCHART
Causes
1. There are only
two operators at
Novotel Hotel
2. I do not have any
experience as a
hotel operator
Potential negative effects
1. The hotel will spend
extra cost to hire a new
operator
2. I will become
dependent on the other
operator
Potential negative effects
1. The hotel guests might
feel reluctant in using
online reservation
because it requires credit
card number
2. The internet system
failure will cause no
reservation transmission
and it makes the hotel
guests complain to the
hotel
Potential negative effects
1. It is time consuming
Problem
I have difficulties in handling
telephone calls alone when
working as an operator at Novotel
Hotel Bandung
Potential solution 1
The hotel should at least
hire one more operator
The effects
1. Some of incoming
calls from hotel
guests cannot be
handled properly
2. I become stressful
during working hours
Potential positive effects
1. I will enjoy the job as
an operator at Novotel
Hotel Bandung
2. Hotel guests can be
served well
Potential solution 2
The hotel should
improve the function
of the online
reservation facility
Potential positive effects
1. Reservation can be
done faster
2. I can work faster
dealing with hotel guests
Potential solution 3
I increase my skills
and knowledge in
handling telephone
calls for self
development
Potential positive effects
1. I can work properly
2. Hotel guests can be
served well
Chosen solution
- Novotel Hotel Bandung should at least hire
one more operator
- I increase my skills and knowledge in
handling telephone calls for self development
CHAPTER I
INTRODUCTION
A. Background of the Study
In Bandung, hotel business is developing fast as a result of the influx of
people from other cities. Almost every weekend Bandung is crowded with
people from Jakarta, Surabaya, and even Malaysia to spend their holiday
by shopping in factory outlets because prices are relatively competitive. In
order to accommodate those people, hotels must offer an excellent service
to their guests. As a result, hotel guests will feel at home at particular
hotels and will return to the same hotels.
In order to serve hotel guests better, front liners, such as receptionist
staff, guest relation officer, marketing staff, and others, play a very
important role in running the business. It is because they are the first
people to greet the hotel guests. In addition to receptionists, hotel
operators also have first contacts with hotel guests; therefore, they must
perform their tasks well. As stated by Darsono, a telephone operator deals
1
Maranatha Christian University
with all in-coming calls smartly, politely, and respectfully. Besides, an operator
meets the hotel guests’ request of wake up calls by recording them on the
wakeup call sheet and make a summary calls report. Furthermore, the
operator also records messages for hotel guests who are not available at the
hotel, write down messages, makes telephone summary reports, fax summary
reports (27). Considering the quotation above, I can understand that the job
description of a hotel operator is quite complex. She or he needs to have
certain qualifications to support her or his job. Without those qualifications, an
operator will find difficulties in doing her job well.
This term paper is based on my internship as an operator at Novotel Hotel
(henceforth, NH) in Bandung. I discovered that my job was overloaded
because very often I had to work alone and I had to answer two phone calls at
the same time; as a consequence, I felt stressful as my job was unbearable.
As an operator, I had to do some tasks, namely handling calls from hotel
guests who asked for information about online reservation and the rate of the
room hotel, answering calls from hotel guests, and making telephone
summary reports. Unfortunately, the hotel has only two operators, and
naturally we become very busy. As a new operator, I had no experience
dealing with official telephone calls. This is because I was not familiar with the
equipment such as switchboard, wake up call, and sound system related to
the job of an operator. Regarding the above explanations, I decided to
analyze how to handle difficulties in handling telephone calls alone when
working as an operator at the NH.
2
Maranatha Christian University
B. Identification of the Problem
Based on my internship as an operator at NH Bandung, I would like to
analyze :
1. Why do I have difficulties in handling telephone calls alone as a telephone
operator at NH?
2. How should I handle such problem effectively?
C. Objectives and Benefits of the Study
The objectives of this study are to discover the reasons why I have
difficulties in handling telephone calls alone while I was in my internship as an
operator at NH. I would also like to find the best solution to the problem on
handling telephone calls alone while I was in my internship as an operator at
Novotel Hotel, Bandung.
This term paper will be beneficial to other people, namely hotel staff, the
readers, and I myself. The hotel staff will get valuable inputs concerning
service and satisfaction given to hotel guests. The readers of this term paper
will learn that becoming a hotel operator needs certain qualifications. Finally, I
myself learn to understand the problem of a hotel operator and know how to
solve it.
D. Description of the Institution
Novotel Hotel is a four-star hotel, located in the heart of Bandung City and
established on December 10, 2006. The owners are Mr. Christian Wibowo,
Mr. Gunawan, and Mr. Hendrikus. The address is on Cihampelas no. 23-25.
3
Maranatha Christian University
The hotel rooms are equipped with complete facilities. This hotel is not only
for holiday makers but also for business people.
Novotel Hotel has 156 rooms with various choices, for example, superior
room, premier room, executive room, and suite room. The most luxurious
room is the suite room, which is large, and designed beautifully; in addition, it
is provided with a living room.
This hotel also offers a number of facilities for the guests to enjoy; such as
a restaurant, a bar lounge, a premier lounge, a ballroom, meeting rooms, free
WIFI, free shuttle buses from and to the airport or station, Dolfi Kids Club, a
massage spa, a swimming pool, and a fitness center.
E. Method of the Study
The process of collecting data for this term paper was done during my
internship as an operator at NH. Besides, I obtained the data from observing
how a telephone operator worked when she was on duty. The operator gave
me a demonstration of how to answer phone calls politely and how to operate
the equipment. Next, I studied my internship journal carefully in order to find
accurate information from what I had experienced as a telephone operator.
Furthermore, I read some relevant books from Maranatha Christian University
library. Finally, I found some theories from the Internet to support the writing
of my term paper concerning operators. The data is used to analyze the
problem and to find the best solutions of the problem.
4
Maranatha Christian University
F. Limitation of the Study
My term paper focuses on how to handle telephone calls effectively. The
subject of this research is I myself as a telephone operator working at NH,
Bandung, starting from January 2011 to March 2011.
G. Organization of the Term Paper
This term paper starts with the Abstract, a summary of the whole term
paper in Indonesian. Then, there is a Declaration of Originality, which contains
a statement from myself about the authenticity of the paper. Next is
Acknowledgements, which contains the list of people who have supported me
during the writing of this term paper. After that is Table of Contents. Then,
there are four chapters as follows: Chapter I is the Introduction, Chapter II is
Problem Analysis, Chapter III is Potential Solutions, and Chapter IV is
5
Maranatha Christian University
CHAPTER IV
CONCLUSION
During my internship as a telephone operator at NH, I encountered a
serious problem namely I have difficulties in handling telephone lines alone.
There are several causes of my problem. First, there are only two operators
at NH to handle the hotel guests. Second, I do not have any experiences as a
Hotel operator. Naturally, this problem has brought two negative effects both
for the hotel guests and for me. The first effect is some of incoming calls from
hotel guests cannot be handled properly. The second effect is that I become
stressful during working hours. There are three potential solutions to deal with
the problem. The first solution is the hotel should at least hire one more
operator. Second, the hotel should improve the function of the online
reservation facility. Third, I increase my skills and knowledge in handling
telephone calls for self development.
Having discussed the problem in the previous chapters, I would like to
present the best solution to solve the problem. The chosen solutions are the
first and the third potential solution, namely the hotel should at least hire one
more operator and I increase my skills and knowledge in handling telephone
17
Maranatha Christian University
calls for self development.
The reason I choose the above solution is because of the following
consideration. First, it will eliminate the stress for the operator because now their
work is shared with the other operators. Second, hotel guests will feel happy
because an operator can work properly and give the good service. As an
operator, I need to be proactive to develop my work performance as a hotel
operator. Therefore, I should improve my skill and knowledge to support my
work. In an article entitled “Front office”, it is stated that “Nevertheless, most of
the small hotels (20-30 rooms) are trying to keep the general structure of front
office and delivery services, having at least one employee for each of them” (par.
5). From the quotation I can see that small hotel has at least one staff for every
department. Naturally, big hotels or starred hotels need to have more than one
operator staff in order to provide good service to hotel guests. When there are
enough operator staff, of course the needs of hotel guest concerning reservation,
asking for information and others can be met. Moreover, in the article “Telephone
Operator Duties”, it is stated that, “It is vital that the switchboard operator has
good communication skills and is detail oriented” (par. 3). From the quotation I
can see that an operator must improve their skills and knowledge.
To conclude this term paper, I present several points concerning my
experience as a hotel operator. I realize that being a professional hotel operator
needs certain requirements, which include knowledge and skills: knowledge
about the equipment, know about hotel product knowledge, hotel facilities, and
18
Maranatha Christian University
for skills: skills to operate the equipment, how to handle guests complaint,
language skills, and communication skills. Hotel guest can only be served well if
the operator can fulfill their needs. To end my term paper, for my suggestion I
mention several things: new operators must be ready to work under pressure
when the hotel is fully booked. Therefore, an internship is very important for an
operator and for the hotel I suggest that it should have enough operator staff in
order to handle the guests properly. Finally, I also suggest that an operator must
have basic knowledge about computer and language especially English as an
international language.
19
Maranatha Christian University
BIBLIOGRAPHY
Printed Sources
Bartono, Ruffino. Hotel communication Management. Yogyakarta: C.V Andi offset,
2007
Darsono, Agustinus. Front Office Hotel. Jakarta: PT Gramedia Widiasarana
Indonesia, 2011
Electronic Sources
“Advantages and Disadvantages Online Booking”. city-of-hotels.com 2011. 3
November 2011
.
“Essential Skills and Knowledge for Personal Development”. Essential life skills.net
2011. 18 December 2011. .
“Front Office”. city-of-hotels.com 2010. 2 October 2011.
.
“Handling Guest Complaint”. hospitality-school.com/ 20 January 2011. 6 October
2011. < http://www.hospitality-school.com/handling-guest-complaint>.
“Hotel Customer Service Tips”. ehow.com 2011. 8 November 2011
< http://www.ehow.com/way_5241790_hotel-customer-service-tips.html>.
Maranatha Christian University
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Maranatha Christian University
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Maranatha Christian University