EXCELLENT STANDARDS OF VISITOR SERVICE OF BREAKFAST TO MAXIMIZE VISITOR SATISFACTION AT AGAS INTERNASIONAL HOTEL.
EXCELLENT STANDARDS OF VISITOR SERVICE
OF BREAKFAST TO MAXIMIZE VISITOR
SATISFACTION AT AGAS INTERNASIONAL HOTEL
FINAL PROJECT REPORT
Submitted as a Partial Requirement in Obtaining Degree in the English
Diploma Program, Faculty of Cultural Sciences,
Sebelas Maret University
By:
Dyah Novita Kumalasari
C9311025
ENGLISH DIPLOMA PROGRAM
FACULTY OF CULTURAL SCIENCE
SEBELAS MARET UNIVERSITY
SURAKARTA
2016
i
ii
iii
MOTTO
The happiness of your life depends upon the quality of your thoughts
You don’t have to be great to start, but you have to start to be great
iv
DEDICATION
I dedicate this final project to :
Allah SWT
My beloved parents
My beloved family
My lecturers
My best friends
Agas International hotel
My self
v
PREFACE
In this special opportunity, I would like to say the deepest thanks to Allah
SWT power, spirit and healthy in finishing this final project. This final project
which is entitled “Excellent Standars of Visitor Service of Breakfast to Maximize
Visitor Satisfaction at Agas Internasional Hotel” contains the information about
the duties and responsibilities of waiter and waitress and also explain about the
effort of waiter and waitress in creating the guest satisfaction with the excellent
service at Sekar Arum restaurant Agas Internasional hotel. I hope this final project
is useful for the readers who want learn more about hotelier. I would like to say
thanks for everyone who gives his/her love and support during the process of
finishing this report. I realized that this final project is still far from being perfect,
so I welcome criticism from the readers to improve this final project.
Surakarta, January 2016
Dyah Novita Kumalasari
vi
ACKNOWLEDGEMENT
Bismillaahirrahmaanirrahiim.
Alhamdulillaahirabbil’alamiin, I would like to thank Allah SWT for the
charity and blessing given to me so this final project could be finished. I made this
final project to fulfill the requirement to obtain the Diploma degree in English
Diploma of Cultural Sciences Faculty, Sebelas Maret University.
I would like to express deep gratitude to :
1. Drs. Riyadi Santosa, M.Ed, Ph.D as the Dean Faculty of Cultural
Sciences of Sebelas Maret University.
2. Agus Dwi Priyanto S.S., M.CALL, as the Head of English Diploma
Program.
3. Dra. Sri Kusumo Habsari M. Hum, Ph.D as my final project consultant
thanks for your patience, time, and advice Mom.
4. Fitria Akhmerti Primasita S.S., M.A., my Academic Consultant.
5. All lecturers of English Diploma Program.
6. Sigit Supriyadi and Puji Haryanto as the Manager of Food and
Beverage in Agas Internasional hotel. Thanks for all assistance,
supports, and guidance that have been given to me.
7. My beloved parents, thank you for your love, prayer, care, support,
attention, bless, patient and advice. I love yo so much. You are my
vii
spirit. I always need your bless to reach my dream in my life. I will
make you proud of me. Please apologize my mistakes.
8. My love, only one Ardian Galih Tranggono. Thanks a lot for your
love, care, time, save, sacrifice, support and advice. I love you so
much.
9. My lovely friend, Indar Nur Hasuti. Thank you very much for your
support and sharing about anything
10. My amazing friends, meida, sari, indah, rindi, desy, denok, vera.
Thanks for your support.
11. All of my friends in English Diploma Program, especially Class B.
Good luck for you. I will be missing you.
12. Agas Internasional hotel employee. Thanks for cooperative
13. My big family in Karanganyar
14. For everyone who I can’t mention one by one, thanks for helping
finishing my final project.
Surakarta, January 2016
Dyah Novita Kumalasari
viii
ABSTRACT
Dyah Novita Kumalasari, 2011. Excellent Standards of Visitor Service of
Breakfast to Maximize Visitor Satisfaction at Agas Internasional Hotel Solo,
English Diploma Program, Faculty of Cultural Sciences, Sebelas Maret
University.
This final project report was written based on the job training in Agas
Internasional hotel Solo, during February, 2015 – April, 2015. The objectives of
this final project were describe the duties and responsibilities of waiters and
waitresses and to describe the efforts of waiters and waitresses in providing the
guest satisfaction with the excellent service at Sekar Arum restaurant in Agas
Internasional hotel.
During the job training, I worked as a waitress in Sekar Arum restaurant.
My main job was to handle and to give service to the guests in restaurant. I also
had some responsibilities such as preparing the equipments before setting up for
breakfast; lunch; dinner, and clearing up the restaurant.
As a waitress, I should have good English skill. I had to be able to speak
English fluently in order to understand what the guests wanted and to serve them
well because not all of the guests could speak Indonesian. Therefore, English
language was very important in the hospitality. Beside that, I had to give excellent
sevice and reached guest’s satisfication. Firstly I listened carefully what the
guest’s need and what they meant without any arguments when they speak.
Secondly, I kept the eyes contact between me and the guests, so that they would
feel that I really cared about them. Thirdly, I kept smiling in front of them, so it
helped them to feel comfortable and glad. Fourthly, I took a note of the all
important things ordered by the guests, because it could give well services. The
last, I behaved properly as quick as possible to make sure that the guests were
satisfied with my services.
ix
TABLE OF CONTENTS
APPROVAL OF CONSULTANT........................................................................ ii
APPROVAL OF THE BOARD OF EXAMINERS............................................. iii
MOTTO................................................................................................................. iv
DEDICATION.......................................................................................................v
PREFACE..............................................................................................................vi
ACKNOWLEDGEMENT.................................................................................... vii
ABSTRACT.......................................................................................................... ix
TABLE OF CONTENTS....................................................................................... x
CHAPTER 1 : INTRODUCTION
A. Backgorund ............................................................................................... 1
B. Objectives .................................................................................................. 3
C. Benefits ..................................................................................................... 3
CHAPTER II : LITERATURE REVIEW
A. Hotel definition.......................................................................................... 4
B. Food and Beverage Department................................................................ 7
C. Restaurant.................................................................................................. 9
D. Waiter / Waitress.......................................................................................10
CHAPTER III : DISCUSSION
x
A. General Description of Agas Internasional Hotel
1. The History of Agas Internasional Hotel............................................ 11
2. The Location of Agas Internasional Hotel.......................................... 11
3. Vision and Mission of Agas Internasional Hotel................................ 12
4. The Departments of Agas Internasional Hotel....................................12
5. The Facilities of Agas Internasional Hotel......................................... 14
6. The Public Facilities of Agas Internasional Hotel...............................15
7. The Duties and Responsibility of Waiter and Waitress in Sekar
Arum Restaurant Agas Internasional Hotel........................................ 18
B. The Efforts of a Waiter and Waitress in Providing The Guest Satisfaction
with The Excellent Service at Sekar Arum Restaurant Agas Internasional
Hotel......................................................................................................... 20
CHAPTER IV : CONCLUSION AND SUGGESTIONS
A. Conclusion................................................................................................. 28
B. Suggestions............................................................................................... 29
BIBLIOGRAPHY
APPENDICES
xi
OF BREAKFAST TO MAXIMIZE VISITOR
SATISFACTION AT AGAS INTERNASIONAL HOTEL
FINAL PROJECT REPORT
Submitted as a Partial Requirement in Obtaining Degree in the English
Diploma Program, Faculty of Cultural Sciences,
Sebelas Maret University
By:
Dyah Novita Kumalasari
C9311025
ENGLISH DIPLOMA PROGRAM
FACULTY OF CULTURAL SCIENCE
SEBELAS MARET UNIVERSITY
SURAKARTA
2016
i
ii
iii
MOTTO
The happiness of your life depends upon the quality of your thoughts
You don’t have to be great to start, but you have to start to be great
iv
DEDICATION
I dedicate this final project to :
Allah SWT
My beloved parents
My beloved family
My lecturers
My best friends
Agas International hotel
My self
v
PREFACE
In this special opportunity, I would like to say the deepest thanks to Allah
SWT power, spirit and healthy in finishing this final project. This final project
which is entitled “Excellent Standars of Visitor Service of Breakfast to Maximize
Visitor Satisfaction at Agas Internasional Hotel” contains the information about
the duties and responsibilities of waiter and waitress and also explain about the
effort of waiter and waitress in creating the guest satisfaction with the excellent
service at Sekar Arum restaurant Agas Internasional hotel. I hope this final project
is useful for the readers who want learn more about hotelier. I would like to say
thanks for everyone who gives his/her love and support during the process of
finishing this report. I realized that this final project is still far from being perfect,
so I welcome criticism from the readers to improve this final project.
Surakarta, January 2016
Dyah Novita Kumalasari
vi
ACKNOWLEDGEMENT
Bismillaahirrahmaanirrahiim.
Alhamdulillaahirabbil’alamiin, I would like to thank Allah SWT for the
charity and blessing given to me so this final project could be finished. I made this
final project to fulfill the requirement to obtain the Diploma degree in English
Diploma of Cultural Sciences Faculty, Sebelas Maret University.
I would like to express deep gratitude to :
1. Drs. Riyadi Santosa, M.Ed, Ph.D as the Dean Faculty of Cultural
Sciences of Sebelas Maret University.
2. Agus Dwi Priyanto S.S., M.CALL, as the Head of English Diploma
Program.
3. Dra. Sri Kusumo Habsari M. Hum, Ph.D as my final project consultant
thanks for your patience, time, and advice Mom.
4. Fitria Akhmerti Primasita S.S., M.A., my Academic Consultant.
5. All lecturers of English Diploma Program.
6. Sigit Supriyadi and Puji Haryanto as the Manager of Food and
Beverage in Agas Internasional hotel. Thanks for all assistance,
supports, and guidance that have been given to me.
7. My beloved parents, thank you for your love, prayer, care, support,
attention, bless, patient and advice. I love yo so much. You are my
vii
spirit. I always need your bless to reach my dream in my life. I will
make you proud of me. Please apologize my mistakes.
8. My love, only one Ardian Galih Tranggono. Thanks a lot for your
love, care, time, save, sacrifice, support and advice. I love you so
much.
9. My lovely friend, Indar Nur Hasuti. Thank you very much for your
support and sharing about anything
10. My amazing friends, meida, sari, indah, rindi, desy, denok, vera.
Thanks for your support.
11. All of my friends in English Diploma Program, especially Class B.
Good luck for you. I will be missing you.
12. Agas Internasional hotel employee. Thanks for cooperative
13. My big family in Karanganyar
14. For everyone who I can’t mention one by one, thanks for helping
finishing my final project.
Surakarta, January 2016
Dyah Novita Kumalasari
viii
ABSTRACT
Dyah Novita Kumalasari, 2011. Excellent Standards of Visitor Service of
Breakfast to Maximize Visitor Satisfaction at Agas Internasional Hotel Solo,
English Diploma Program, Faculty of Cultural Sciences, Sebelas Maret
University.
This final project report was written based on the job training in Agas
Internasional hotel Solo, during February, 2015 – April, 2015. The objectives of
this final project were describe the duties and responsibilities of waiters and
waitresses and to describe the efforts of waiters and waitresses in providing the
guest satisfaction with the excellent service at Sekar Arum restaurant in Agas
Internasional hotel.
During the job training, I worked as a waitress in Sekar Arum restaurant.
My main job was to handle and to give service to the guests in restaurant. I also
had some responsibilities such as preparing the equipments before setting up for
breakfast; lunch; dinner, and clearing up the restaurant.
As a waitress, I should have good English skill. I had to be able to speak
English fluently in order to understand what the guests wanted and to serve them
well because not all of the guests could speak Indonesian. Therefore, English
language was very important in the hospitality. Beside that, I had to give excellent
sevice and reached guest’s satisfication. Firstly I listened carefully what the
guest’s need and what they meant without any arguments when they speak.
Secondly, I kept the eyes contact between me and the guests, so that they would
feel that I really cared about them. Thirdly, I kept smiling in front of them, so it
helped them to feel comfortable and glad. Fourthly, I took a note of the all
important things ordered by the guests, because it could give well services. The
last, I behaved properly as quick as possible to make sure that the guests were
satisfied with my services.
ix
TABLE OF CONTENTS
APPROVAL OF CONSULTANT........................................................................ ii
APPROVAL OF THE BOARD OF EXAMINERS............................................. iii
MOTTO................................................................................................................. iv
DEDICATION.......................................................................................................v
PREFACE..............................................................................................................vi
ACKNOWLEDGEMENT.................................................................................... vii
ABSTRACT.......................................................................................................... ix
TABLE OF CONTENTS....................................................................................... x
CHAPTER 1 : INTRODUCTION
A. Backgorund ............................................................................................... 1
B. Objectives .................................................................................................. 3
C. Benefits ..................................................................................................... 3
CHAPTER II : LITERATURE REVIEW
A. Hotel definition.......................................................................................... 4
B. Food and Beverage Department................................................................ 7
C. Restaurant.................................................................................................. 9
D. Waiter / Waitress.......................................................................................10
CHAPTER III : DISCUSSION
x
A. General Description of Agas Internasional Hotel
1. The History of Agas Internasional Hotel............................................ 11
2. The Location of Agas Internasional Hotel.......................................... 11
3. Vision and Mission of Agas Internasional Hotel................................ 12
4. The Departments of Agas Internasional Hotel....................................12
5. The Facilities of Agas Internasional Hotel......................................... 14
6. The Public Facilities of Agas Internasional Hotel...............................15
7. The Duties and Responsibility of Waiter and Waitress in Sekar
Arum Restaurant Agas Internasional Hotel........................................ 18
B. The Efforts of a Waiter and Waitress in Providing The Guest Satisfaction
with The Excellent Service at Sekar Arum Restaurant Agas Internasional
Hotel......................................................................................................... 20
CHAPTER IV : CONCLUSION AND SUGGESTIONS
A. Conclusion................................................................................................. 28
B. Suggestions............................................................................................... 29
BIBLIOGRAPHY
APPENDICES
xi