Handling A Difficulty In Having Communicative Interaction With The Guests At Executive Lounge, Hilton Hotel Bandung.
ABSTRACT
Hotel adalah salah satu industri yang sangat maju pada zaman
sekarang ini. Persaingan antar hotel juga semakin ketat karena setiap
hotel berlomba untuk memberikan pelayanan yang terbaik bagi tamu-tamu
mereka. Oleh karena itu kemampuan staf hotel dalam berkomunikasi
dengan tamu adalah suatu peran yang sangat penting untuk mencapai
kenyamanan dan kepuasan tamu.
Di dalam tugas akhir ini saya akan menganalisis kesulitan saya
sebagai trainee pada saat berkomunikasi dengan tamu di Executive
Lounge, Hotel Hilton Bandung. Kesulitan yang saya hadapi ini disebabkan
oleh saya kurang percaya diri karena saya tidak memiliki pengetahuan
maupun kemampuan untuk berkomunikasi dengan orang-orang baru,
saya tidak memiliki pengalaman bekerja di hotel, dan saya juga tidak tahu
tentang informasi di Executive Lounge, terutama mengenai menu secara
terperinci. Hal ini mengakibatkan tamu merasa tidak nyaman dan tamu
tidak bisa mendapatkan informasi secara akurat. Hal ini bisa
mempengaruhi nama baik hotel karena dianggap tidak berkompeten
dalam melayani tamu.
Untuk mengatasi masalah itu, ada tiga solusi yang bisa diusulkan.
Solusi pertama adalah saya membaca buku tentang social skills. Solusi
yang kedua adalah saya meminta seorang mentor untuk berbagi
pengalaman dan pengetahuan tentang masalah yang saya hadapi. Solusi
yang ketiga adalah hotel memberikan on-the-job training bagi peserta
pelatihan. Dari ketiga solusi tersebut, dipilih solusi yang pertama dan
kedua sebagai solusi yang terbaik karena secara teori dapat menambah
wawasan saya dan secara praktek dapat meningkatkan performa kerja
saya di lapangan.
i
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT ............................................................................................
i
DECLARATION OF ORIGINALITY .........................................................
ii
ACKNOWLEDGEMENTS .......................................................................
iii
TABLE OF CONTENTS ..........................................................................
iv
CHAPTER I. INTRODUCTION ...............................................................
1
A.
B.
C.
D.
E.
F.
G.
Background of the Study
Identification of the Problem
Objectives and Benefits of the Study
Description of the Institution
Method of the Study
Limitation of the Study
Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS ......................................................
6
CHAPTER III. POTENTIAL SOLUTIONS ............................................... 10
CHAPTER IV. CONCLUSION................................................................. 17
BIBLIOGRAPHY
APPENDIX:
A. Flowchart
B. Transcription of the interview
C. List of interview questions
iv
Maranatha Christian University
APPENDIX A
FLOWCHART
Cause 1: I had lack of
confidence because I had no
knowledge nor the skills to
communicate with new people.
Cause 2: I did not have previous
working experience at a hotel,
which made me hesitant to
interact with the guests.
Problem:
Effect 1: the guests did not
feel comfortable
Handling a difficulty in
having communicative
interaction with the
guests at Executive
Lounge, Hilton Hotel
Bandung.
Effect 2: the guests did not
get the information
accurately.
Effect 3: the hotel would be
underated by the guests
Cause 3: I did not know the
information at Executive Lounge,
particularly the menu details.
Potential Negative Effects:
- I have to spend time to read
the books.
Potential Positive Effects:
Potential Solution I:
- I can get more knowledge
about interacting with the
guests.
I read books about
social skills.
- I will have a difficulty in finding
time to read the books.
-I can practice what I have
read about how to interact
with the guests.
Potential Negative Effects:
Potential Solution II:
-There is a chance that I meet a
mentor who is not cooperative.
I ask a mentor to share
his/her experiences and
knowledge about
having communicative
interaction with tthe
guests.
- I might not be all truthful to my
mentor.
Potential Negative Effects:
- It will be difficult for trainers to
see each mentee’s
improvement.
Potential Positive Effects:
-I will expand my way of
thinking of interacting with
the guests.
- both my mentor and I will
expand our perspectives at
work.
Potential Positive Effects:
Potential Solution III:
Hilton Hotel provides onthe-job training for the
trainees.
- It can be time-consuming for
the trainer.
- I can get the skill and
knowledge from the training.
- I can expand my social
relations.
Chosen Solution:
Potential Solution I & II
Maranatha Christian University
APPENDIX B
TRANSCRIPTION OF THE INTERVIEW
Name of interviewer
: Elisabeth Sari Dewi Kesuma
Name of respondent
: Rommy
Day&date of interview
: 25th October 2012
Place of interview
: Lobby, Hilton Hotel Bandung
Elisabeth
: Good afternoon kak Rommy, thank you for your time. Is it
okay for you to do this interview now?
Rommy
: Definately, never mind.
Elisabeth
: Okay, so let’s start for the first question. Who is the owner
of Hilton Hotel Bandung?
Rommy
: The owner of Hilton Hotel Bandung is Mr. Tatang
Hermawan. He is also the owner of the Conrad Hotel Bali.
Elisabeth
: Alright. Could you tell me briefly about Hilton Hotel
Bandung initially?
Rommy
: Initially, Hilton Hotel Bandung was a tennis court which be
rented for the local people. It was bulit by the architect from
Singapore. The architect of Hilton Bandung is WOW
Architects.
Elisabeth
: And then, when was it built?
Rommy
: Actually, the soft opening of Hilton Hotel Bandung was held
on 29 February 2009. The grand opening of Hilton Hotel
Bandung was held on 21 March 2009.
Elisabeth
: Alright then. This is the end of my interview. Thanks once
again for your contribution, kak Rommy.
Rommy
: Sure! No problem.
Elisabeth
: Have a good day! See you!
Rommy
: You also! Bye.
Maranatha Christian University
APPENDIX C
LIST OF INTERVIEW QUESTIONS
Name of interviewer
: Elisabeth Sari Dewi Kesuma
Name of respondent
: Rommy
Day&date of interview
: 25th October 2012
Place of interview
: Lobby, Hilton Hotel Bandung
1. Who is the owner of Hilton Hotel Bandung?
2. Could you tell me briefly about Hilton Hotel Bandung initially?
3. When was it built?
Maranatha Christian University
CHAPTER I
INTRODUCTION
A.
Background of the Study
Hotel is one important part of the hospitality industry. Baker, Huyton,
and Bradley believe, “To most people, the hospitality industry consists only
of hotels and restaurants. However, the Oxford English Dictionary defines
hospitality as the „reception and entertainment of guests, visitors or
strangers with liberality and goodwill‟ (2). Jaszay and Dunk describe, “The
hospitality industry is a service industry. We may prepare the food and
clean rooms, but service is a real product” (2). Therefore, the hospitality
industry, particularly hotels, covers all areas related to giving services and
everything that guests need to make them feel satisfied.
Thereby, it is crucial for staff working in a hotel to give their best
services to their guests, including proper communication with hotel guests.
Dwyer states, “Firms, business or agencies that provide a product or
service to others must interact and operate with other people.
1
Maranatha Christian University
This interaction with clients, customers, staff and members of other
organizations requires communication and will succeed if the
communication is effective” (4). It is advisable for the staff to have good
social skills to be able to socialize well in order to serve the guests well
and make them feel welcomed. Anderson, Charles, and Blakemore state,
“Social skills, or the manner in which we speak to and deal with people will
make all the difference even in difficult situation” (54). Therefore, it is
important for the hotel staff to meet the guest satisfaction through one of
the hospitality services, particularly communicating properly with the
guests. Dwyer states, “Establish and maintain a good relationship with
your customer, to persuade them to keep using your product or service”
(195). As each guest has different characteristics and backgrounds,
treating the guests is not the same. The service should be centered on the
guests. This is supported by Dwyer who states, ”Putting customer‟s needs
and expectations first is the best way to establish a relationship with them”
(200).
I had a lot of experiences during my apprenticeship at Executive
Lounge, Hilton Hotel Bandung. I realized that I had a difficulty in having
communicative interaction with the guests because I did not have any
experience working at a hotel. It was difficult to start a conversation with
them and I was also hesitant to engage them in a conversation. My lack of
social skills influenced my working performance. I should have had a good
communication with the guests to build a good relationship with them.
Dwyer states, ”Good communication establishes a connection and
2
Maranatha Christian University
understanding between two or more people. It enhances individuals, work
performance and relationship with other” (17). Because of my
weaknesses, I could not give my best services to the guests, particularly in
order to meet guests satisfaction. Thereby, I chose this problem as my
topic for my term paper. I would like to discuss this topic further to find out
the causes and effects of my problem and the best solutions for the
problem.
B.
Identification of the Problem
During my apprenticeship at Hilton Hotel Bandung, I had a difficulty in
having communicative interaction with the guests at Executive Lounge.
Therefore, I am interested in discussing this topic. I would like to analyze
these research questions in my research:
1.
Why did I have difficulty in having communicative interaction with
the guests at Executive Lounge, Hilton Hotel Bandung?
2.
How did the problem influence the service to the guests?
3.
How should I overcome the problem effectively?
C.
Objectives and Benefits of the Study
The aim of the study is to define the problem of having communicative
interaction with the guests at Executive Lounge, Hilton Hotel Bandung and
propose some potential solutions; as well as choosing the best solutions.
3
Maranatha Christian University
I expect that the study can be beneficial for Hilton Hotel Bandung so that
they will realize that every staff and trainee must have communicative
interaction with the guests. Besides, this study can motivate me and the
readers to improve social skills, especially spoken interaction with others.
D.
Description of the Institution
Hilton Hotel Bandung is one of the best hotels in Bandung. The owner
of Hilton Hotel Bandung is Mr. Tatang Hermawan, who is also the owner
of the Conrad Hotel Bali. The soft opening of Hilton Hotel Bandung was
held on 29 February 2009. The grand opening of Hilton Hotel Bandung
was held on 21 March 2009. Initially, Hilton Hotel Bandung was a tennis
court which be rented for the local people. The architect of Hilton Bandung
is WOW Architects from Singapore. (Source: Rommy)
Based on “About Hilton Worldwide”, it is stated that Hilton Hotel‟s
vision is to fill the earth with the light and warmth of hospitality (par. 2). The
Mission of Hilton is to be the preeminent global hospitality company - the
first choice of guest, team members and owners alike (par. 3).
E.
Method of the Study
The data used to support the analysis of the topic are attained from
library research, articles from Internet, and internship journal.
4
Maranatha Christian University
F.
Limitation of the Study
In this study, I mainly focus on the my difficulty in having
communicative interaction, which is verbal communication with the guests
while I was working in the front office department of Hilton Hotel Bandung
from 18 June 2012 to 18 September 2012.
G.
Organization of the Term Paper
My term paper starts with the abstract. Declaration of originality,
acknowledgements, and table of contents are following after the abstract.
Chapter I describes about background of the study, identification of the
problem, objectives and benefits of the study, description of the study,
method of the study, limitation of the study, and organization of the term
paper. Chapter II describes the problem analysis. It will discuss the causes
and the effects of the problem. Chapter III describes the potential
solutions. It will discuss some potential solutions to solve my problem and
some potential posiitive and negative effects of each potential solution.
Chapter IV describes the conclusion of my term paper. In the final part, I
present the Bibliography and the Appendix.
5
Maranatha Christian University
CHAPTER IV
CONCLUSION
During my apprenticeship at Hotel Hilton Bandung, I faced a problem
that is the difficulty in having communicative interaction with the guests at
the Executive Lounge. The difficulty is caused by my lack of confidence,
lack of experiences working at a hotel, and my limited knowledge about
the menu there. As a result, the guests did not feel comfortable, I could not
give the complete information to the guests, and the hotel would be
underated by the guests. I propose three potential solutions to solve the
problem. The first is I read books, the second is to I ask a mentor to share
his/her experiences and knowledge, and the third is the hotel provides
special trainings for the trainees before they start working.
Among the three solutions, the first and the second solution are chosen
to be the best solutions. The reason I choose the first potential solution is
because I want to learn and find theories about communicative interaction
with the guests by reading books. I also choose the second potential
solution because by asking a mentor to share his/her experiences and
17
Maranatha Christian University
knowledge, I will expand my way of thinking of interacting with the guests.
Moreover, I will improve my performance in having communicative
interaction with the guests at work. Furthermore, to be professional at
work, every staff needs a lot of insights and has to be able to do his/her
work skillfully. The reason I do not choose the third potential solution is
because giving on-the-job training for the trainees is time-consuming for
the trainer.
To conclude, having communicative interaction with the guests is very
important. With good competence in having communicative interaction
with the guests, the guests will be satisfied and become loyal to the hotel.
18
Maranatha Christian University
BIBLIOGRAPHY
PRINTED SOURCE
Anderson, Charles, and Derek Blakemore. Modern Food Service. London:
British Library Cataloguing in Publication Data, 1991.
Bartono PH, SE.. Hotel Training yang Efektif. Yogyakarta: Andi, 2005.
Dolansinski, Mary Jo. Training The Trainer. New Jersey: Pearson
Education, Inc., 2004.
Dwyer, Judith. The Business Communication Handbook. Pahang, PA:
National Library of Australia, 2003.
Fuller, John. Modern Restaurant Service. London: British Library
Cataloguing in Publication Data, 1983.
Halloran, Jack. Applied Human Relations: An Organizational Approach.
Connaught Circus: Prentice Hall of India Private Limited, 1978.
ELECTRONIC SOURCES
“About Hilton Worldwide”. hiltonworldwide.com. 2012. Hilton Worldwide. 9
Maranatha Christian University
January 2013. .
Alred, Geof, Bob Garvey, and Richard Smith. “The Mentoring
Pocketbook”. www.ab7asy.com. 1998.Management Pocketbooks Ltd.
2 November 2012.
.
Baker, Sue, Jeremy Huyton, and Pam Bradley. “Priciples of Hotel Front
Office Operations”. www.docstoc.com. 2011. 2 November
2012..
Capek, Frank. “Moving from Service to Signature Experience”.
www.customerinnovations.com. 3 January 2012. 2 November 2012.
.
Disalvo, David. “10 Smart Things I've Learned from People Who Never
Went to College”. www.forbes.com. 8 February 2012. 2 November
2012. .
Ezeanu, Eduard. “5 Ways to Build Social Skills”. www.pickthebrain.com.
2012. 2 November 2012. .
Hale, Ali. “Are You Wasting Your Time Reading About Personal
Development?”. www.dumblittleman.com. 10 October 2010. 2
Maranatha Christian University
November 2012. .
Harrington, Melanie. “Mentoring: A Tool to Improve Cross-Generational
Employee Engagement”. www.diversityjournal.com. 8 March 2012. 2
November 2012. .
Jaszay, Christine, and Paul Dunk. “Training Design for the Hospitality
Industry”. www.books.google.co.id. 2003. 23 October 2012.
.
“Mentoring”. www.mindtools.com. 2012. Mind Tools Ltd. 2 November
2012. .
“On The Job Training Benefits Employers and Trainees”.
www.jobgrowers.com. 2011. Job Growers Incorporated. 9 January
2013.
.
Maranatha Christian University
Saul, Jean. “Creating Mentoring Relationships”. www.gbgm-umc.org.
2012. 2 November 2012. .
“Social Skills Definition”. socialskillstraining.org. 2012. Social Skills
Training, Inc.. 10 Januari 2013.
.
“Sources of Knowledge - How to Gain Knowledge in Any Field”.
ezinearticles.com. 23 March 2007. 9 January 2013.
.
Vargas, Yesenia. “How to Make Time to Read: The Complete Guide”.
www.yeseniavargas.com. 16 May 2012. 2 November 2012.
.
Wertis. “Thread: Collect/Acquire/Gain/Get Experience”.
www.wordreference.com. 2010. 2 November 2012.
.
“What is On the Job Training?”. www.wisegeek.org. 2012. Conjecture
Cooperation. . 2 November 2012. .
Maranatha Christian University
Wilkinson, Michelle. “Why Lack of Confidence Can Make It Hard to Find a
Partner”. www.helium.com. 2012. 12 October 2012.
.
INTERVIEW
Rommy. Personal interview. 25th October 2012.
Maranatha Christian University
Hotel adalah salah satu industri yang sangat maju pada zaman
sekarang ini. Persaingan antar hotel juga semakin ketat karena setiap
hotel berlomba untuk memberikan pelayanan yang terbaik bagi tamu-tamu
mereka. Oleh karena itu kemampuan staf hotel dalam berkomunikasi
dengan tamu adalah suatu peran yang sangat penting untuk mencapai
kenyamanan dan kepuasan tamu.
Di dalam tugas akhir ini saya akan menganalisis kesulitan saya
sebagai trainee pada saat berkomunikasi dengan tamu di Executive
Lounge, Hotel Hilton Bandung. Kesulitan yang saya hadapi ini disebabkan
oleh saya kurang percaya diri karena saya tidak memiliki pengetahuan
maupun kemampuan untuk berkomunikasi dengan orang-orang baru,
saya tidak memiliki pengalaman bekerja di hotel, dan saya juga tidak tahu
tentang informasi di Executive Lounge, terutama mengenai menu secara
terperinci. Hal ini mengakibatkan tamu merasa tidak nyaman dan tamu
tidak bisa mendapatkan informasi secara akurat. Hal ini bisa
mempengaruhi nama baik hotel karena dianggap tidak berkompeten
dalam melayani tamu.
Untuk mengatasi masalah itu, ada tiga solusi yang bisa diusulkan.
Solusi pertama adalah saya membaca buku tentang social skills. Solusi
yang kedua adalah saya meminta seorang mentor untuk berbagi
pengalaman dan pengetahuan tentang masalah yang saya hadapi. Solusi
yang ketiga adalah hotel memberikan on-the-job training bagi peserta
pelatihan. Dari ketiga solusi tersebut, dipilih solusi yang pertama dan
kedua sebagai solusi yang terbaik karena secara teori dapat menambah
wawasan saya dan secara praktek dapat meningkatkan performa kerja
saya di lapangan.
i
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT ............................................................................................
i
DECLARATION OF ORIGINALITY .........................................................
ii
ACKNOWLEDGEMENTS .......................................................................
iii
TABLE OF CONTENTS ..........................................................................
iv
CHAPTER I. INTRODUCTION ...............................................................
1
A.
B.
C.
D.
E.
F.
G.
Background of the Study
Identification of the Problem
Objectives and Benefits of the Study
Description of the Institution
Method of the Study
Limitation of the Study
Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS ......................................................
6
CHAPTER III. POTENTIAL SOLUTIONS ............................................... 10
CHAPTER IV. CONCLUSION................................................................. 17
BIBLIOGRAPHY
APPENDIX:
A. Flowchart
B. Transcription of the interview
C. List of interview questions
iv
Maranatha Christian University
APPENDIX A
FLOWCHART
Cause 1: I had lack of
confidence because I had no
knowledge nor the skills to
communicate with new people.
Cause 2: I did not have previous
working experience at a hotel,
which made me hesitant to
interact with the guests.
Problem:
Effect 1: the guests did not
feel comfortable
Handling a difficulty in
having communicative
interaction with the
guests at Executive
Lounge, Hilton Hotel
Bandung.
Effect 2: the guests did not
get the information
accurately.
Effect 3: the hotel would be
underated by the guests
Cause 3: I did not know the
information at Executive Lounge,
particularly the menu details.
Potential Negative Effects:
- I have to spend time to read
the books.
Potential Positive Effects:
Potential Solution I:
- I can get more knowledge
about interacting with the
guests.
I read books about
social skills.
- I will have a difficulty in finding
time to read the books.
-I can practice what I have
read about how to interact
with the guests.
Potential Negative Effects:
Potential Solution II:
-There is a chance that I meet a
mentor who is not cooperative.
I ask a mentor to share
his/her experiences and
knowledge about
having communicative
interaction with tthe
guests.
- I might not be all truthful to my
mentor.
Potential Negative Effects:
- It will be difficult for trainers to
see each mentee’s
improvement.
Potential Positive Effects:
-I will expand my way of
thinking of interacting with
the guests.
- both my mentor and I will
expand our perspectives at
work.
Potential Positive Effects:
Potential Solution III:
Hilton Hotel provides onthe-job training for the
trainees.
- It can be time-consuming for
the trainer.
- I can get the skill and
knowledge from the training.
- I can expand my social
relations.
Chosen Solution:
Potential Solution I & II
Maranatha Christian University
APPENDIX B
TRANSCRIPTION OF THE INTERVIEW
Name of interviewer
: Elisabeth Sari Dewi Kesuma
Name of respondent
: Rommy
Day&date of interview
: 25th October 2012
Place of interview
: Lobby, Hilton Hotel Bandung
Elisabeth
: Good afternoon kak Rommy, thank you for your time. Is it
okay for you to do this interview now?
Rommy
: Definately, never mind.
Elisabeth
: Okay, so let’s start for the first question. Who is the owner
of Hilton Hotel Bandung?
Rommy
: The owner of Hilton Hotel Bandung is Mr. Tatang
Hermawan. He is also the owner of the Conrad Hotel Bali.
Elisabeth
: Alright. Could you tell me briefly about Hilton Hotel
Bandung initially?
Rommy
: Initially, Hilton Hotel Bandung was a tennis court which be
rented for the local people. It was bulit by the architect from
Singapore. The architect of Hilton Bandung is WOW
Architects.
Elisabeth
: And then, when was it built?
Rommy
: Actually, the soft opening of Hilton Hotel Bandung was held
on 29 February 2009. The grand opening of Hilton Hotel
Bandung was held on 21 March 2009.
Elisabeth
: Alright then. This is the end of my interview. Thanks once
again for your contribution, kak Rommy.
Rommy
: Sure! No problem.
Elisabeth
: Have a good day! See you!
Rommy
: You also! Bye.
Maranatha Christian University
APPENDIX C
LIST OF INTERVIEW QUESTIONS
Name of interviewer
: Elisabeth Sari Dewi Kesuma
Name of respondent
: Rommy
Day&date of interview
: 25th October 2012
Place of interview
: Lobby, Hilton Hotel Bandung
1. Who is the owner of Hilton Hotel Bandung?
2. Could you tell me briefly about Hilton Hotel Bandung initially?
3. When was it built?
Maranatha Christian University
CHAPTER I
INTRODUCTION
A.
Background of the Study
Hotel is one important part of the hospitality industry. Baker, Huyton,
and Bradley believe, “To most people, the hospitality industry consists only
of hotels and restaurants. However, the Oxford English Dictionary defines
hospitality as the „reception and entertainment of guests, visitors or
strangers with liberality and goodwill‟ (2). Jaszay and Dunk describe, “The
hospitality industry is a service industry. We may prepare the food and
clean rooms, but service is a real product” (2). Therefore, the hospitality
industry, particularly hotels, covers all areas related to giving services and
everything that guests need to make them feel satisfied.
Thereby, it is crucial for staff working in a hotel to give their best
services to their guests, including proper communication with hotel guests.
Dwyer states, “Firms, business or agencies that provide a product or
service to others must interact and operate with other people.
1
Maranatha Christian University
This interaction with clients, customers, staff and members of other
organizations requires communication and will succeed if the
communication is effective” (4). It is advisable for the staff to have good
social skills to be able to socialize well in order to serve the guests well
and make them feel welcomed. Anderson, Charles, and Blakemore state,
“Social skills, or the manner in which we speak to and deal with people will
make all the difference even in difficult situation” (54). Therefore, it is
important for the hotel staff to meet the guest satisfaction through one of
the hospitality services, particularly communicating properly with the
guests. Dwyer states, “Establish and maintain a good relationship with
your customer, to persuade them to keep using your product or service”
(195). As each guest has different characteristics and backgrounds,
treating the guests is not the same. The service should be centered on the
guests. This is supported by Dwyer who states, ”Putting customer‟s needs
and expectations first is the best way to establish a relationship with them”
(200).
I had a lot of experiences during my apprenticeship at Executive
Lounge, Hilton Hotel Bandung. I realized that I had a difficulty in having
communicative interaction with the guests because I did not have any
experience working at a hotel. It was difficult to start a conversation with
them and I was also hesitant to engage them in a conversation. My lack of
social skills influenced my working performance. I should have had a good
communication with the guests to build a good relationship with them.
Dwyer states, ”Good communication establishes a connection and
2
Maranatha Christian University
understanding between two or more people. It enhances individuals, work
performance and relationship with other” (17). Because of my
weaknesses, I could not give my best services to the guests, particularly in
order to meet guests satisfaction. Thereby, I chose this problem as my
topic for my term paper. I would like to discuss this topic further to find out
the causes and effects of my problem and the best solutions for the
problem.
B.
Identification of the Problem
During my apprenticeship at Hilton Hotel Bandung, I had a difficulty in
having communicative interaction with the guests at Executive Lounge.
Therefore, I am interested in discussing this topic. I would like to analyze
these research questions in my research:
1.
Why did I have difficulty in having communicative interaction with
the guests at Executive Lounge, Hilton Hotel Bandung?
2.
How did the problem influence the service to the guests?
3.
How should I overcome the problem effectively?
C.
Objectives and Benefits of the Study
The aim of the study is to define the problem of having communicative
interaction with the guests at Executive Lounge, Hilton Hotel Bandung and
propose some potential solutions; as well as choosing the best solutions.
3
Maranatha Christian University
I expect that the study can be beneficial for Hilton Hotel Bandung so that
they will realize that every staff and trainee must have communicative
interaction with the guests. Besides, this study can motivate me and the
readers to improve social skills, especially spoken interaction with others.
D.
Description of the Institution
Hilton Hotel Bandung is one of the best hotels in Bandung. The owner
of Hilton Hotel Bandung is Mr. Tatang Hermawan, who is also the owner
of the Conrad Hotel Bali. The soft opening of Hilton Hotel Bandung was
held on 29 February 2009. The grand opening of Hilton Hotel Bandung
was held on 21 March 2009. Initially, Hilton Hotel Bandung was a tennis
court which be rented for the local people. The architect of Hilton Bandung
is WOW Architects from Singapore. (Source: Rommy)
Based on “About Hilton Worldwide”, it is stated that Hilton Hotel‟s
vision is to fill the earth with the light and warmth of hospitality (par. 2). The
Mission of Hilton is to be the preeminent global hospitality company - the
first choice of guest, team members and owners alike (par. 3).
E.
Method of the Study
The data used to support the analysis of the topic are attained from
library research, articles from Internet, and internship journal.
4
Maranatha Christian University
F.
Limitation of the Study
In this study, I mainly focus on the my difficulty in having
communicative interaction, which is verbal communication with the guests
while I was working in the front office department of Hilton Hotel Bandung
from 18 June 2012 to 18 September 2012.
G.
Organization of the Term Paper
My term paper starts with the abstract. Declaration of originality,
acknowledgements, and table of contents are following after the abstract.
Chapter I describes about background of the study, identification of the
problem, objectives and benefits of the study, description of the study,
method of the study, limitation of the study, and organization of the term
paper. Chapter II describes the problem analysis. It will discuss the causes
and the effects of the problem. Chapter III describes the potential
solutions. It will discuss some potential solutions to solve my problem and
some potential posiitive and negative effects of each potential solution.
Chapter IV describes the conclusion of my term paper. In the final part, I
present the Bibliography and the Appendix.
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CHAPTER IV
CONCLUSION
During my apprenticeship at Hotel Hilton Bandung, I faced a problem
that is the difficulty in having communicative interaction with the guests at
the Executive Lounge. The difficulty is caused by my lack of confidence,
lack of experiences working at a hotel, and my limited knowledge about
the menu there. As a result, the guests did not feel comfortable, I could not
give the complete information to the guests, and the hotel would be
underated by the guests. I propose three potential solutions to solve the
problem. The first is I read books, the second is to I ask a mentor to share
his/her experiences and knowledge, and the third is the hotel provides
special trainings for the trainees before they start working.
Among the three solutions, the first and the second solution are chosen
to be the best solutions. The reason I choose the first potential solution is
because I want to learn and find theories about communicative interaction
with the guests by reading books. I also choose the second potential
solution because by asking a mentor to share his/her experiences and
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knowledge, I will expand my way of thinking of interacting with the guests.
Moreover, I will improve my performance in having communicative
interaction with the guests at work. Furthermore, to be professional at
work, every staff needs a lot of insights and has to be able to do his/her
work skillfully. The reason I do not choose the third potential solution is
because giving on-the-job training for the trainees is time-consuming for
the trainer.
To conclude, having communicative interaction with the guests is very
important. With good competence in having communicative interaction
with the guests, the guests will be satisfied and become loyal to the hotel.
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BIBLIOGRAPHY
PRINTED SOURCE
Anderson, Charles, and Derek Blakemore. Modern Food Service. London:
British Library Cataloguing in Publication Data, 1991.
Bartono PH, SE.. Hotel Training yang Efektif. Yogyakarta: Andi, 2005.
Dolansinski, Mary Jo. Training The Trainer. New Jersey: Pearson
Education, Inc., 2004.
Dwyer, Judith. The Business Communication Handbook. Pahang, PA:
National Library of Australia, 2003.
Fuller, John. Modern Restaurant Service. London: British Library
Cataloguing in Publication Data, 1983.
Halloran, Jack. Applied Human Relations: An Organizational Approach.
Connaught Circus: Prentice Hall of India Private Limited, 1978.
ELECTRONIC SOURCES
“About Hilton Worldwide”. hiltonworldwide.com. 2012. Hilton Worldwide. 9
Maranatha Christian University
January 2013. .
Alred, Geof, Bob Garvey, and Richard Smith. “The Mentoring
Pocketbook”. www.ab7asy.com. 1998.Management Pocketbooks Ltd.
2 November 2012.
.
Baker, Sue, Jeremy Huyton, and Pam Bradley. “Priciples of Hotel Front
Office Operations”. www.docstoc.com. 2011. 2 November
2012..
Capek, Frank. “Moving from Service to Signature Experience”.
www.customerinnovations.com. 3 January 2012. 2 November 2012.
.
Disalvo, David. “10 Smart Things I've Learned from People Who Never
Went to College”. www.forbes.com. 8 February 2012. 2 November
2012. .
Ezeanu, Eduard. “5 Ways to Build Social Skills”. www.pickthebrain.com.
2012. 2 November 2012. .
Hale, Ali. “Are You Wasting Your Time Reading About Personal
Development?”. www.dumblittleman.com. 10 October 2010. 2
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November 2012. .
Harrington, Melanie. “Mentoring: A Tool to Improve Cross-Generational
Employee Engagement”. www.diversityjournal.com. 8 March 2012. 2
November 2012. .
Jaszay, Christine, and Paul Dunk. “Training Design for the Hospitality
Industry”. www.books.google.co.id. 2003. 23 October 2012.
.
“Mentoring”. www.mindtools.com. 2012. Mind Tools Ltd. 2 November
2012. .
“On The Job Training Benefits Employers and Trainees”.
www.jobgrowers.com. 2011. Job Growers Incorporated. 9 January
2013.
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Saul, Jean. “Creating Mentoring Relationships”. www.gbgm-umc.org.
2012. 2 November 2012. .
“Social Skills Definition”. socialskillstraining.org. 2012. Social Skills
Training, Inc.. 10 Januari 2013.
.
“Sources of Knowledge - How to Gain Knowledge in Any Field”.
ezinearticles.com. 23 March 2007. 9 January 2013.
.
Vargas, Yesenia. “How to Make Time to Read: The Complete Guide”.
www.yeseniavargas.com. 16 May 2012. 2 November 2012.
.
Wertis. “Thread: Collect/Acquire/Gain/Get Experience”.
www.wordreference.com. 2010. 2 November 2012.
.
“What is On the Job Training?”. www.wisegeek.org. 2012. Conjecture
Cooperation. . 2 November 2012. .
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Wilkinson, Michelle. “Why Lack of Confidence Can Make It Hard to Find a
Partner”. www.helium.com. 2012. 12 October 2012.
.
INTERVIEW
Rommy. Personal interview. 25th October 2012.
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