Handling 2 Local and 1 Foreign Impatient Customers at Grand Royal Panghegar Hotel Bandung.
ABSTRACT
Tugas akhir ini berisi analisis permasalahan yang dihadapi ketika saya
melaksanakan kerja praktek di Hotel Grand Royal Panghegar Bandung. Kerja
praktek dimulai sejak bulan Juli hingga bulan Agustus 2013. Selama
melaksanakan kerja praktek, saya menemukan kesulitan dalam menghadapi
tamu lokal dan tamu asing yang tidak sabar.
Faktor yang menjadi penyebab dari permasalahan yang saya alami
adalah saya tidak mempunyai pengalaman bagaimana menangani tamu
hotel, dan juga saya tidak terlalu mengerti apa yang tamu asing katakan.
Terlebih hanya ada tiga komputer dan staf yang terbatas untuk menangani
tamu yang banyak. Hal-hal tersebut membuat saya kesulitan dalam
menghadapi tamu yang tidak sabar. Dampak dari masalah adalah tamu lokal
akan mengeluh dan marah kepada staf Front Office, tamu asing akan marah
karena tidak bisa memakai komputer dan meninggalkan Business Center,
dan juga saya merasa bingung dan tidak fokus dalam menangani tamu lain.
Saya memaparkan tiga solusi yang dapat digunakan untuk menangani
kesulitan saya dalam menangani tamu-tamu tidak sabar beserta dampak
positif dan negatif dari masing-masing solusi tersebut. Solusi yang pertama
adalah saya akan meminta maaf kepada tamu. Solusi yang kedua adalah
saya tetap tenang dan mendengarkan apa yang tamu inginkan. Solusi yang
ketiga yaitu saya meminta bantuan kepada atasan dan mencoba mengatasi
masalah bersama. Setelah analisis dilakukan, saya mendapatkan solusi
gabungan yang paling tepat untuk menghadapi kesulitan tersebut. Solusi
tersebut adalah saya akan meminta maaf kepada tamu, mendengarkan apa
yang tamu inginkan, dan mencoba mengatasi masalah.
i
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT ............................................................................................ .... i
DECLARATION OF ORIGINALITY ......................................................... .... ii
ACKNOWLEDGEMENTS ....................................................................... .... iii
TABLE OF CONTENTS .......................................................................... .... v
CHAPTER I. INTRODUCTION ............................................................... .... 1
A.
B.
C.
D.
E.
F.
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
G. Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS ...................................................... .... 8
CHAPTER III. POTENTIAL SOLUTIONS ............................................... .... 11
CHAPTER IV. CONCLUSION ................................................................. .... 16
BIBLIOGRAPHY
APPENDICES:
A. FLOWCHART
B. THE INTERVIEW QUESTIONS
C. THE TRANSCRIPTION OF THE INTERVIEW
D. HISTORY OF GRP HOTEL BANDUNG
v
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
Nowadays, hotel business in Bandung is becoming more popular. Many
people like to travel and stay in Bandung for culinary, holiday and business.
In an article entitled “Bandung Culinary Guide” by Aerowisata Grand Hotel
Preanger, it is stated that, “Many people visit Bandung, the capital of West
Java province, to pamper their taste buds. You’ll be amazed with what
Bandung has to offer. From various food sold on street vendors to haute
cuisine, every visitor will be able to find something to their liking here, in
Bandung” (par.1). Naturally, each hotel customer expects to have a
comfortable place to stay with excellent services. Therefore, the hotel staff
must be ready to deal with the local and foreign customers. In other words, a
good hotel staff must be able to master the hospitality skills in order to provide
excellent services to hotel customers. During my internship, I worked as a
Front Office staff and a Business Center staff at Grand Royal Panghegar
1
Maranatha Christian University
Hotel (henceforth,GRP). I found a problem when I had to handle two local
and one foreign impatient customers. Based on Barry’s opinion, impatient
customers have several characteristics as shown below :
•
•
•
•
•
rushing through activities as quickly as possible, and rushing from one
activity to the next
seeing others as either a help or a hindrance, and pushing hindering
people out of the way
not tolerating slowness, delay or failure, either in others, in oneself or
in life itself
being constantly prepared to go on the offensive, clenched and tensed
up, ready to push ahead and punch a hole through any obstruction
reacting aggressively to any perceived hold-up (par.7)
When I was doing my internship, I handled three impatient customers. Two
of them were from Yogyakarta and one customer was from Japan. Once,
there were about 10 people from Jakarta coming to the hotel. Not so long
after that, another group of 10 people from Yogyakarta came to the GRP
Hotel too. They came to GRP Hotel to attend a meeting. At that time, the
Front Office was full of customers and we were all busy. We served the
customers who came first. However, when I was handling the customers from
Jakarta, suddenly two customers from Yogyakarta were angry and came to
the Front Office. They said, “ We can’t wait for a long time, you waste my
time, I don’t know why this hotel has a bad service “ (29 July 2013). They just
wanted to be served quickly, and they did not care about the situation in the
2
Maranatha Christian University
hotel. At that time, there were only three Front Office staff when the two
groups of about twenty people came to the hotel at the same time. A few
days later, there was a customer from Japan, who came for doing business in
Bandung. He came to the Business Center (henceforth, BC) to rent the
computer, but at that time the three computers at BC were used by other
hotel customers. Realizing that situation, he said, “ Why this hotel only has 3
computers? It’s not enough. If you only have 3 computers, you will waste my
time for waiting “ (24 July 2013). There were only three computers available
at BC and those were not enough for many customers. Therefore, when the
customer from Japan could not use the computer at BC, he was upset. At that
time, I could not handle the customer.
I choose to discuss the topic “Handling 2 local and 1 foreign customers
who were impatient in dealing with the hotel service” for my term paper
because this term paper can help the hotel staff who have the same problem
with me in handling the impatient customers. In this term paper I will analyze
the problem critically and systematically, in order that the solutions to the
problem can be found out.
B. Identification of the Problem
In this term paper, the problem will be analyzed to find out the answer of
the following questions:
3
Maranatha Christian University
1. Why did I have difficulties in handling 2 local and 1 foreign customers
who were impatient in dealing with hotel service at GRP?
2. How did my difficulties affect my working performance?
3. How should I overcome the difficulties effectively?
C. Objectives and Benefits of the Study
The aim of this study is to analyze the causes and the effects of my
difficulties in handling 2 local and 1 foreign customers who were impatient in
dealing with the hotel service when I was doing my internship in GRP Hotel.
This study will also analyze the effective ways to overcome my difficulties.
The benefit of this term paper is to help me find out the best solution for
the problem. For the readers, it is expected to increase their knowledge
about the effective ways in communicating and giving information to foreign
guests, especially for those who do not have any working experience. This
term paper is also useful to help the hotel staff at GRP Hotel to find out the
problems that their staff encounter while handling impatient local and foreign
customers; therefore, they can try to find out the best solution to help their
staff.
4
Maranatha Christian University
D. Description of the Institution
The description is based on the information from the website and HRD
manager (see Appendix D) at GRP Hotel. Grand Royal Panghegar Hotel was
established in 1922 as Van Hengel Hotel and belonged to an Italian citizen
named Mrs.A.M.Meister. In 1922, Hotel Panghegar was more like a mansion
and had 40 rooms. In 1943, Mr. Ruhiyat worked at Van Hengel Hotel as a
bookkeeper. In 1948, the Van Hengel Hotel was renovated into 48 rooms and
the hotel quality improved. In 1959, Mrs.A.M.Meister returned to Italy and
offered Van Hengel Hotel to Mr. Rukhiyat. In 1960 Van Hengel officially
became the property of Mr. Rukhiyat. In 1963, the official name of Panghegar
was used, the meaning of Pang is "The Making", and Hegar means "Clean
and Pleasant". The hotel services were upgraded into national standard and
the hotel was renovated in 1968. In the 1970s, the building was renovated
into 2 floors and 60 rooms. In 1982, the building which was established in
1972, was torn down and built into a 10-storey building. In the 1984,
Panghegar was ranked as a five-star hotel. In addition, it had Panyawangan
Restaurant (revolving restaurant) and enlarged into 223 rooms. In 2004-2006,
Panghegar built meeting rooms and massive rooms. In the same year, GRP
Hotel planned the construction of apartments. This is the history of the Hotel
Grand Royal Panghegar in achieving 5 star. The address of GRP Hotel is on
Jalan Merdeka No.2 Bandung.
5
Maranatha Christian University
E. Method of the Study
Two research methods are applied in doing this study. The first method
that I apply for this term paper is by observing when I had an internship at
Grand Royal Panghegar Hotel from 22th July until 10th August 2013. The
other method is by doing library research to find out theories to support my
analysis both from the books and the Internet. The data is used to analyze
the causes, effects and best solutions.
F. Limitation of the Study
The study is about my difficulties in handling 2 local and 1 foreign
customers who were impatient in dealing with the hotel service when I had my
internship at Grand Royal Panghegar Hotel 22th July until 10th August 2013.
My position was a FO staff and Business Center staff. I worked in Front
Office, Business Center, and Sky Lounge. The subjects of research are 2
local customers, 1 foreign customers, and me.
G. Organization of the Term Paper
This term paper begins with an Abstract that contains a summary of this
term paper. Then it is followed by Acknowledgements, which contains my
6
Maranatha Christian University
gratitudes to those who have helped me in the completion of this term-paper.
After Acknowledgements, there is a Table of Contents followed by four
chapters. Chapter I is the introduction to the analysis, which consists of
Background of the Study, Identification of the Problem, Objectives and
Benefits of the Study, Description of the Institution, Method of the Study,
Limitation of the Study, and Organization of the Term Paper. Chapter II
contains the analysis of the problem, the causes and effects of the problem.
Chapter III contains the analysis of potential solutions, potential positive
effects and potential negative effects based on relevant theories. Chapter IV
contains a conclusion and the best solution for the problem. Those four
chapters are followed by a Bibliography, which consists of a list of books and
articles used as sources in the preparation of writing this term-paper. The last
part is Appendices, containing a flowchart, interview questions and an
interview transcript.
7
Maranatha Christian University
CHAPTER IV
CONCLUSION
My internship experience at Grand Royal Panghegar Hotel Bandung
was not as easy as I thought, especially when I had to handle 1 foreign
and 2 local impatient customers. There are three causes and effects of my
difficulties in handling impatient customers. Those causes are: I did not
have any experience in handling hotel customers, I did not really
understand what the foreign customers said and there were limited
computer and FO staff for handling a lot of customers. Furthermore, the
effects are: the local customers were angry and complained to FO staff,
the foreign customer were upset for not being to able use computer and
left the BC, and I felt confused and was not able to focus on handling other
guest. From my analysis, I have found three potential solutions that might
be useful to solve the problem. The first potential solution is I will
apologize to the customers. The second is, I will try to stay calm and listen
to what the customers say. Lastly, I will get my manager to help and try to
solve the problem together.
16
Maranatha Christian University
I have chosen the best solutions to solve the problem which is the
combination of the first, the second, and the third potential solution,
namely I will apologize to the customers, I will try to stay calm and
listen to what the customers say, and I will get my manager to help
and try to solve the problem together. By doing these, I will be
capable of handling the local and foreign impatient customers.
I choose those three potential solutions because they are effective
to overcome my problem. Whenever customers complain, I will
apologize, apologize can defuse anger of the customers. Thus, they
will assume that I am professional and I will make a good image for
the hotel. I also choose the second potential solution because if I do
not know what the customers want, the problem cannot be solved. I
will try to keep calm and listen to the customers, because if I argue
with the customers it can make a bad image for the hotel. In addition,
the customers will realize that I am interested in their problem. I also
choose the third potential solution because I think I cannot solve the
problem alone, therefore I will ask my manager to help me. The
problem can be solved because my manager has a lot of experience,
and it is better to solve the problem together with my manager.
Therefore, the impatient customers will not wait for too long because
the problem is solved quickly.
In my opinion, it is better to get a training before working at the
hotel because there will be a lot of problems in handling hotel
17
Maranatha Christian University
customers. From my experience I have suggestion for new hotel staff
at GRP. On the first day of my job I did not consider the importance
of knowing how to handle the customers. As a result, I began to have
problems relating to handling impatient customers. By applying all
the suggestions given, a new hotel staff can avoid having problems
in handling impatient customers
18
Maranatha Christian University
BIBLIOGRAPHY
Printed Source
Brinkman, Dr. Rick, Dr. Rick Kirschner. Dealing With People You Can’t
Stand. New York : Inkwell Publishing, 1994.
Electronic Sources
“7 Steps For Dealing With Angry Customers”. Forbes. 2 August 2013. 1
November 2013.
Assad, Anna. “How to Calm Down Angry Customers”. Global Post. 2014. 9
January 2014.
“Bandung Culinary Guide”. Aerowisata Hotel. 17 September 2013. 9
January 2014.
Maranatha Christian University
Barry. “Impatience”. Personality & Spirituality. 2013. 28 August 2013.
Durant, Kim. “Advantages & Disadvantages of an Apology in Business”.
Chron. 6 November 2013.
Engel, Beverly. “The Power of Apology”. Psychology Today. 1 July 2002. 6
November 2013.
Gurney, Peter. “How to Solve Customer Service Problems”. 2010. 10 Januari
2014.
“Helping Employees Develop Professionally”. Berkeley. 2013. 9 January
2014.
Herder, Amanda. “How to Handle Customer Complaints”. Signature
Worldwide. 18 June 2013. 17 October 2013.
Jeannehettich. “Understanding a Foreign Accent”. The Village Business
Maranatha Christian University
Institute. 8 August 2013. 8 October 2013.
Mcintyre, Marie. “Co-dependent Co-workers Constantly Interrupt My Focus”.
Business Management. 31 August 2011. 19 November 2013.
< http://www.businessmanagementdaily.com/20056/co-dependent-coworkers-constantly-interrupt-my-focus#_>
Morgan, Rebecca L. “14 Tips for Calming Upset Customers”. 9 January 2014.
Ridler, Ben. “Six Step to Dealing With Customer Complaints”. Entrepreneurs’
Organization. 10 November 2013.
Shushmul. “Dealing with Angry Customers”. Call Center Helper. 17 October
2013.
Taylor, Dan. “How to Respond to an Apology if Still Mad”. Ehow. 19
November 2013.
Waters, Shari. “Dealing With the Disgruntled”. 11 November 2013.
Maranatha Christian University
“Why is Work Experience Important?” All About Careers. 16 October 2013.
< http://www.allaboutcareers.com/careers-advice/work-experience/whywork-experience-important>
Interview
Gustiana, Harry. Personal Interview. 12 October 2013.
Maranatha Christian University
Tugas akhir ini berisi analisis permasalahan yang dihadapi ketika saya
melaksanakan kerja praktek di Hotel Grand Royal Panghegar Bandung. Kerja
praktek dimulai sejak bulan Juli hingga bulan Agustus 2013. Selama
melaksanakan kerja praktek, saya menemukan kesulitan dalam menghadapi
tamu lokal dan tamu asing yang tidak sabar.
Faktor yang menjadi penyebab dari permasalahan yang saya alami
adalah saya tidak mempunyai pengalaman bagaimana menangani tamu
hotel, dan juga saya tidak terlalu mengerti apa yang tamu asing katakan.
Terlebih hanya ada tiga komputer dan staf yang terbatas untuk menangani
tamu yang banyak. Hal-hal tersebut membuat saya kesulitan dalam
menghadapi tamu yang tidak sabar. Dampak dari masalah adalah tamu lokal
akan mengeluh dan marah kepada staf Front Office, tamu asing akan marah
karena tidak bisa memakai komputer dan meninggalkan Business Center,
dan juga saya merasa bingung dan tidak fokus dalam menangani tamu lain.
Saya memaparkan tiga solusi yang dapat digunakan untuk menangani
kesulitan saya dalam menangani tamu-tamu tidak sabar beserta dampak
positif dan negatif dari masing-masing solusi tersebut. Solusi yang pertama
adalah saya akan meminta maaf kepada tamu. Solusi yang kedua adalah
saya tetap tenang dan mendengarkan apa yang tamu inginkan. Solusi yang
ketiga yaitu saya meminta bantuan kepada atasan dan mencoba mengatasi
masalah bersama. Setelah analisis dilakukan, saya mendapatkan solusi
gabungan yang paling tepat untuk menghadapi kesulitan tersebut. Solusi
tersebut adalah saya akan meminta maaf kepada tamu, mendengarkan apa
yang tamu inginkan, dan mencoba mengatasi masalah.
i
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT ............................................................................................ .... i
DECLARATION OF ORIGINALITY ......................................................... .... ii
ACKNOWLEDGEMENTS ....................................................................... .... iii
TABLE OF CONTENTS .......................................................................... .... v
CHAPTER I. INTRODUCTION ............................................................... .... 1
A.
B.
C.
D.
E.
F.
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
G. Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS ...................................................... .... 8
CHAPTER III. POTENTIAL SOLUTIONS ............................................... .... 11
CHAPTER IV. CONCLUSION ................................................................. .... 16
BIBLIOGRAPHY
APPENDICES:
A. FLOWCHART
B. THE INTERVIEW QUESTIONS
C. THE TRANSCRIPTION OF THE INTERVIEW
D. HISTORY OF GRP HOTEL BANDUNG
v
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
Nowadays, hotel business in Bandung is becoming more popular. Many
people like to travel and stay in Bandung for culinary, holiday and business.
In an article entitled “Bandung Culinary Guide” by Aerowisata Grand Hotel
Preanger, it is stated that, “Many people visit Bandung, the capital of West
Java province, to pamper their taste buds. You’ll be amazed with what
Bandung has to offer. From various food sold on street vendors to haute
cuisine, every visitor will be able to find something to their liking here, in
Bandung” (par.1). Naturally, each hotel customer expects to have a
comfortable place to stay with excellent services. Therefore, the hotel staff
must be ready to deal with the local and foreign customers. In other words, a
good hotel staff must be able to master the hospitality skills in order to provide
excellent services to hotel customers. During my internship, I worked as a
Front Office staff and a Business Center staff at Grand Royal Panghegar
1
Maranatha Christian University
Hotel (henceforth,GRP). I found a problem when I had to handle two local
and one foreign impatient customers. Based on Barry’s opinion, impatient
customers have several characteristics as shown below :
•
•
•
•
•
rushing through activities as quickly as possible, and rushing from one
activity to the next
seeing others as either a help or a hindrance, and pushing hindering
people out of the way
not tolerating slowness, delay or failure, either in others, in oneself or
in life itself
being constantly prepared to go on the offensive, clenched and tensed
up, ready to push ahead and punch a hole through any obstruction
reacting aggressively to any perceived hold-up (par.7)
When I was doing my internship, I handled three impatient customers. Two
of them were from Yogyakarta and one customer was from Japan. Once,
there were about 10 people from Jakarta coming to the hotel. Not so long
after that, another group of 10 people from Yogyakarta came to the GRP
Hotel too. They came to GRP Hotel to attend a meeting. At that time, the
Front Office was full of customers and we were all busy. We served the
customers who came first. However, when I was handling the customers from
Jakarta, suddenly two customers from Yogyakarta were angry and came to
the Front Office. They said, “ We can’t wait for a long time, you waste my
time, I don’t know why this hotel has a bad service “ (29 July 2013). They just
wanted to be served quickly, and they did not care about the situation in the
2
Maranatha Christian University
hotel. At that time, there were only three Front Office staff when the two
groups of about twenty people came to the hotel at the same time. A few
days later, there was a customer from Japan, who came for doing business in
Bandung. He came to the Business Center (henceforth, BC) to rent the
computer, but at that time the three computers at BC were used by other
hotel customers. Realizing that situation, he said, “ Why this hotel only has 3
computers? It’s not enough. If you only have 3 computers, you will waste my
time for waiting “ (24 July 2013). There were only three computers available
at BC and those were not enough for many customers. Therefore, when the
customer from Japan could not use the computer at BC, he was upset. At that
time, I could not handle the customer.
I choose to discuss the topic “Handling 2 local and 1 foreign customers
who were impatient in dealing with the hotel service” for my term paper
because this term paper can help the hotel staff who have the same problem
with me in handling the impatient customers. In this term paper I will analyze
the problem critically and systematically, in order that the solutions to the
problem can be found out.
B. Identification of the Problem
In this term paper, the problem will be analyzed to find out the answer of
the following questions:
3
Maranatha Christian University
1. Why did I have difficulties in handling 2 local and 1 foreign customers
who were impatient in dealing with hotel service at GRP?
2. How did my difficulties affect my working performance?
3. How should I overcome the difficulties effectively?
C. Objectives and Benefits of the Study
The aim of this study is to analyze the causes and the effects of my
difficulties in handling 2 local and 1 foreign customers who were impatient in
dealing with the hotel service when I was doing my internship in GRP Hotel.
This study will also analyze the effective ways to overcome my difficulties.
The benefit of this term paper is to help me find out the best solution for
the problem. For the readers, it is expected to increase their knowledge
about the effective ways in communicating and giving information to foreign
guests, especially for those who do not have any working experience. This
term paper is also useful to help the hotel staff at GRP Hotel to find out the
problems that their staff encounter while handling impatient local and foreign
customers; therefore, they can try to find out the best solution to help their
staff.
4
Maranatha Christian University
D. Description of the Institution
The description is based on the information from the website and HRD
manager (see Appendix D) at GRP Hotel. Grand Royal Panghegar Hotel was
established in 1922 as Van Hengel Hotel and belonged to an Italian citizen
named Mrs.A.M.Meister. In 1922, Hotel Panghegar was more like a mansion
and had 40 rooms. In 1943, Mr. Ruhiyat worked at Van Hengel Hotel as a
bookkeeper. In 1948, the Van Hengel Hotel was renovated into 48 rooms and
the hotel quality improved. In 1959, Mrs.A.M.Meister returned to Italy and
offered Van Hengel Hotel to Mr. Rukhiyat. In 1960 Van Hengel officially
became the property of Mr. Rukhiyat. In 1963, the official name of Panghegar
was used, the meaning of Pang is "The Making", and Hegar means "Clean
and Pleasant". The hotel services were upgraded into national standard and
the hotel was renovated in 1968. In the 1970s, the building was renovated
into 2 floors and 60 rooms. In 1982, the building which was established in
1972, was torn down and built into a 10-storey building. In the 1984,
Panghegar was ranked as a five-star hotel. In addition, it had Panyawangan
Restaurant (revolving restaurant) and enlarged into 223 rooms. In 2004-2006,
Panghegar built meeting rooms and massive rooms. In the same year, GRP
Hotel planned the construction of apartments. This is the history of the Hotel
Grand Royal Panghegar in achieving 5 star. The address of GRP Hotel is on
Jalan Merdeka No.2 Bandung.
5
Maranatha Christian University
E. Method of the Study
Two research methods are applied in doing this study. The first method
that I apply for this term paper is by observing when I had an internship at
Grand Royal Panghegar Hotel from 22th July until 10th August 2013. The
other method is by doing library research to find out theories to support my
analysis both from the books and the Internet. The data is used to analyze
the causes, effects and best solutions.
F. Limitation of the Study
The study is about my difficulties in handling 2 local and 1 foreign
customers who were impatient in dealing with the hotel service when I had my
internship at Grand Royal Panghegar Hotel 22th July until 10th August 2013.
My position was a FO staff and Business Center staff. I worked in Front
Office, Business Center, and Sky Lounge. The subjects of research are 2
local customers, 1 foreign customers, and me.
G. Organization of the Term Paper
This term paper begins with an Abstract that contains a summary of this
term paper. Then it is followed by Acknowledgements, which contains my
6
Maranatha Christian University
gratitudes to those who have helped me in the completion of this term-paper.
After Acknowledgements, there is a Table of Contents followed by four
chapters. Chapter I is the introduction to the analysis, which consists of
Background of the Study, Identification of the Problem, Objectives and
Benefits of the Study, Description of the Institution, Method of the Study,
Limitation of the Study, and Organization of the Term Paper. Chapter II
contains the analysis of the problem, the causes and effects of the problem.
Chapter III contains the analysis of potential solutions, potential positive
effects and potential negative effects based on relevant theories. Chapter IV
contains a conclusion and the best solution for the problem. Those four
chapters are followed by a Bibliography, which consists of a list of books and
articles used as sources in the preparation of writing this term-paper. The last
part is Appendices, containing a flowchart, interview questions and an
interview transcript.
7
Maranatha Christian University
CHAPTER IV
CONCLUSION
My internship experience at Grand Royal Panghegar Hotel Bandung
was not as easy as I thought, especially when I had to handle 1 foreign
and 2 local impatient customers. There are three causes and effects of my
difficulties in handling impatient customers. Those causes are: I did not
have any experience in handling hotel customers, I did not really
understand what the foreign customers said and there were limited
computer and FO staff for handling a lot of customers. Furthermore, the
effects are: the local customers were angry and complained to FO staff,
the foreign customer were upset for not being to able use computer and
left the BC, and I felt confused and was not able to focus on handling other
guest. From my analysis, I have found three potential solutions that might
be useful to solve the problem. The first potential solution is I will
apologize to the customers. The second is, I will try to stay calm and listen
to what the customers say. Lastly, I will get my manager to help and try to
solve the problem together.
16
Maranatha Christian University
I have chosen the best solutions to solve the problem which is the
combination of the first, the second, and the third potential solution,
namely I will apologize to the customers, I will try to stay calm and
listen to what the customers say, and I will get my manager to help
and try to solve the problem together. By doing these, I will be
capable of handling the local and foreign impatient customers.
I choose those three potential solutions because they are effective
to overcome my problem. Whenever customers complain, I will
apologize, apologize can defuse anger of the customers. Thus, they
will assume that I am professional and I will make a good image for
the hotel. I also choose the second potential solution because if I do
not know what the customers want, the problem cannot be solved. I
will try to keep calm and listen to the customers, because if I argue
with the customers it can make a bad image for the hotel. In addition,
the customers will realize that I am interested in their problem. I also
choose the third potential solution because I think I cannot solve the
problem alone, therefore I will ask my manager to help me. The
problem can be solved because my manager has a lot of experience,
and it is better to solve the problem together with my manager.
Therefore, the impatient customers will not wait for too long because
the problem is solved quickly.
In my opinion, it is better to get a training before working at the
hotel because there will be a lot of problems in handling hotel
17
Maranatha Christian University
customers. From my experience I have suggestion for new hotel staff
at GRP. On the first day of my job I did not consider the importance
of knowing how to handle the customers. As a result, I began to have
problems relating to handling impatient customers. By applying all
the suggestions given, a new hotel staff can avoid having problems
in handling impatient customers
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BIBLIOGRAPHY
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Barry. “Impatience”. Personality & Spirituality. 2013. 28 August 2013.
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“Why is Work Experience Important?” All About Careers. 16 October 2013.
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Interview
Gustiana, Harry. Personal Interview. 12 October 2013.
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