Institutional Repository | Satya Wacana Christian University: Observation Report: Ticketing Staff Roles in Servicing Customer in Nusantara Tour, Salatiga

OBSERVATION REPORT:
TICKETING STAFF ROLES
IN SERVICING CUSTOMER
IN NUSANTARA TOUR, SALATIGA

Submitted in Partial Fulfillment of
The Requirements for
The Professional Title of “AhliMadya”
By:
WILLIAM STEVANO LAGARENSE
NIM: 3110008

ENGLISH DEPARTMENT
SATYA WACANA CHRISTIAN UNIVERSITY
SALATIGA
2015

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ACKNOWLEDGEMENTS
Praise to Lord because of Thy blessing and help the writer could arrange the
Observation Report entitled “Observation Report at Nusantara tour, Salatiga”.
In arranging the Observation Report, the writer got some helps and supports
from some people. In this occasion, the writer would like to express his gratitude
to them who have supported the writer in many ways to finish the
ObservationReport. The writer would like to give a deep thankfulness to:

1. Jesus Christ who always there for the writer and becomes inspiration of
this life;
2. His family, Alm Bapak Theo Lagarense, Ibu Sri Yuningsi, Ino, John and
my son Vino Lagarense of their prays and support durring the time of
study;
3. Yayasan Perguruan Tinggi Kristen Satya Wacana, the donator, so the
writer is able to study at Satya Wacana School of Foreign Languages;
4. Dra. Ristiyanti Prasetijo, MBA, the Head of Satya Wacana School of
Foreign Languages who gave support to the writer during the time of study
at Satya Wacana School of Foreign Language;
5. Anna Sriastuti,S.Pd., M.Hum, the Report Advisor who is patient to give
instructions and suggestions to the writer during the process of writing the

Observation Report;

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6. All of lecturers and staff at Satya Wacana School of Foreign Languages
who help the writer in college;
7. Nusantara Tour Salatiga who gave permission to the writer to conduct
observation and interview;
8. Mas Budi Santoso who have helped the writer in interviewing about
Ticketing Staff;
9. Ochi who have helped and gave support to the writer;
10. Mr. John Kumar, mas Ian dan mas Tinus, friends in sadness and
happiness;
11. Mas Sapta as consultant who always loyal in accompanying the writer
during the process of writing the Observation report;
12. All friends in kontrakan Cempaka.
Finally, the writer hopes this Observation Report can benefit to the writer,
academic environment, and the readers. The writer realizes that this Observation
Report is far from perfection both in material presentation and also writing, thus
criticism and suggestion would help writer’s improvement.

Salatiga, January 3, 2015
Writer

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BRIEF SUMMARY
Observation is a direct visit and observation activity done in a company in
order to know the real working world. Observation can help students to prepare
themselves to face the real work in the future. The writer conducted an
observation about the job description of a Ticketing Staff in Nusantara Tour
Salatiga on December 22, 2014. In the observation, the writer used the method of
direct observation and interview to obtain the data which is required for the
preparation of Observation Report.
The obstacles that the writer got during preparation and implementation of
the observation were the limited time to prepare the material before the
observation, as well as limitation in the direct observation activity because it
might disturb the working activity in Nusantara Tour Salatiga. The data obtained
after the interview is very helpful for the writer in knowing the work detail of a
ticketing staff.
The purpose of the observation as a tool for direct study of the working world

has been fulfilled. It is indicated by the data and the new knowledge that the
writer obtained.
The writer hopes this observation report can provide benefits for the reader,
especially in the tourism. The writer also realizes that there are many weaknesses
in this observation report so that criticisms and suggestions are needed in progress
of the writer.

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TABLE OF CONTENTS

TITLE PAGE ................................................................................................... i
APPROVAL PAGE ......................................................................................... ii
ACKNOWLEDGEMENTS ............................................................................ iii
BRIEF SUMMARY ........................................................................................ v
TABLE OF CONTENTS ................................................................................ vi
CHAPTER 1 INTRODUCTION ...................................................................... 1
1.1. General Background ...................................................................... 1
1.2. Time and Place of Observation and Interview ................................ 1
1.3. Company Profile ........................................................................... 2

1.3.Interviwee Profile ........................................................................... 2
CHAPTER 2 THEORETICAL OVERVIEW ................................................... 3
2.1. Ticketing Staff: General Overview ................................................ 3
2.2. Function and Roles of Ticketing Staff ............................................ 4
2.3. Attitudes and Behavior of Ticketing Staff....................................... 4
2.4. Task of a Ticketing Staff ............................................................... 5
CHAPTER 3 ANALYSIS ................................................................................ 6
3.1. Mismatch Discussion between the Theory Given and observation .. 6
3.1.1. Matched Cases ............................................................................ 6
3.1.2. Mismatched Case ...................................................................... 11
3.1.3. Patterns of Observation.............................................................. 11
3.1.4. The Reasons of Mismatches Between Theories and Obsevation. 12
3.2. English Roles ............................................................................... 12
3.2.1. Written English ......................................................................... 13
3.2.2. Spoken English.......................................................................... 13
3.3. Reflections .................................................................................. 14
3.3.1 Strengths and Weaknesses ......................................................... 14
3.3.2.Valuable Experiences Obtained during the Observation...............15

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CHAPTER 4 CONCLUSION AND SUGGESTIONS ................................... 16
4.1. Conclusion (Impression)............................................................... 16
4.2. Suggestions ................................................................................. 16
BIBLIOGRAPHY ......................................................................................... 18
APPENDICES ............................................................................................... 19

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