Escorting and Serving The Guests in Purnawarman Restaurant as an Outlet Server at Hilton Hotel Bandung.

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Maranatha Christian University

ABSTRACT

Saya merasa tertarik dengan dunia perhotelan oleh sebab itu, saya memilih magang di Hilton Hotel Bandung selama tiga bulan, dari bulan Juni sampai bulan September 2012. Saya memilih divisi Food & Beverage. Tugas Akhir ini berisi tentang kesulitan yang saya alami selama magang saat

menyambut dan melayani para tamu di Restoran Purnawarman sebagai seorang pramusaji.

Terdapat tiga penyebab yang menimbulkan masalah yaitu, saya tidak memiliki kemampuan yang relevan sebagai karyawan hotel, saya tidak memiliki pengalaman bekerja di restoran hotel, dan saya tidak mengetahui secara persis tentang menu yang ada di Restoran Purnawarman. Selain itu terdapat dampak yang timbul dari masalah yaitu, saya tidak dapat

memberikan pelayanan yang memuaskan untuk tamu yang datang ke restoran, terkadang saya mengganggu sesama karyawan dengan bertanya atau meminta bantuan dari mereka, dan saya tidak memiliki kepercayaan diri dalam melayani tamu.

Terdapat tiga solusi dari permasalahan yang diangkat yaitu dengan

membaca menu Restoran Purnawarman, saya akan bertanya kepada mentor jika terdapat kesulitan dalam menghadapi tamu dan kesulitan dalam

pekerjaan, dan saya akan membaca buku dan artikel tentang dunia food & beverage ketika saya tidak bekerja.

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APPENDIX B

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CHAPTER I

INTRODUCTION

A. Background of the Study

I have a desire to work in the hospitality industry; therefore, I chose Hilton Hotel (henceforth, HH) as the place of my internship. Working in the hotel requires a willingness to serve, work hard, to be humble, and

discipline. Richards states that, working in a hotel requires a willingness to be open, friendly, and polite (par. 1-2). Hotels provide all various services for the general public, those who stay at the hotels, and those who use only certain facilities in the hotels. Marsum states that hotel staff should respect and treat customers like kings and regard them as special guests (55).

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responsible for a variety of customer service tasks, including providing excellent customer service, greeting patrons once they are seated, explaining menu items for customers, answering questions from patrons about food and beverages, refilling customer drink orders throughout the meal. (par. 2)

There are local and foreign guests who come to the restaurant. An outlet server must be able to speak English, have a good attitude in serving the guests, and have knowledge about food & beverage services”. The jobs of an outlet server are escorting and serving the guests. Escorting the guests are welcoming the guests, asking about room numbers, accompaning the guests to the table and offering the beverages to the guests. Serving the guests are explaining the ala carte_{menu and buffet, taking orders, clearing-up, pouring}

mineral water, and providing what the guests need until they finish eating.

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seated in a table. When local and foreign guests came to the restaurant, I was afraid to communicate with them, because that was the first time I worked in a restaurant. Besides this, I did not have any knowledge about Food & Beverage Services. Once, there was a foreign guest who asked for various of tea and I could not explain it; finally my friend handled this

situation, because I did not know about the product. Another time, there was a Japanese woman who asked about the facilities in HH for her children; I could not answer her question and I asked my friend to take over. In addition, my mentor had not given me any explanation about my job description. My difficulties become a problem that influenced my work performance.

Therefore, it is important to discover the solutions to solve my problem.

Based on the above explanations, I would like to discuss my difficulties in escorting and serving the guests as an outlet server along with the causes, effects, and the potential solutions. This explanation will be supported by relevant theories.

B. Identification of the Problem

In this term paper, I would like to analyze the following research questions :

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2. How did the problem influence my working performance ? 3. How should I solve this problem effectively ?

C. Objectives and Benefits of the Study

The objectives of writing this term paper are to analyze the causes and effects of my problem and find the best solutions of my problem. The benefits of this study for the readers are to prepare them for the final project, and to inform them how to escort and serve the guests well. For myself, I will increase my knowledge related to the world of hospitality, so that I can be a good hotelier. For the staff at HH

Bandung, the benefits are preparing the staff to teach the trainees and understand what the trainees need for doing internship in hospitality world.

D. Description of the Institution

Based on the Hilton Worldwide article, Hilton Hotel was founded by Conrad N. Hilton. Hilton was born on December 25, 1887 in San Antonio, New Mexico. He was the second son of eight brothers. He was an American hotelier and well known as the founder of the Hilton Hotels chain. In 1925 he opened the high-rise Dallas Hilton, the first hotel to carry the Hilton name.

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of HH is Mr. Tatang Heriawan. The vision is “to fill the earth with the light and warmth of hospitality” (par. 1). The mission is “to be the preeminent global hospitality company, the first choice of the guests, team members, and owners alike” (par. 2). HH has one hundred and eighty six rooms with various types of rooms, besides having various facilities, including there are a café, a meeting room, a ballroom, a swimming pool, a fitness room, a lounge, a business center, a restaurant, and a bar.

E. Method of the Study

For this term paper, I collect the data from library research and field research. The library research contains information from books, my internship journal, and articles from the Internet. The field research is my observation during my internship. The data is used for analyzing my problem and finding the best potential solution.

F. Limitation of the Study

The focus of this term paper is my difficulties in Purnawarman Restaurant at HH Bandung. My internship was from June to

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G. Organization of the term Paper

This term paper starts with Abstract, Declaration of Originality, and Table of Contens. It contains in four chapters. Chapter One consists of seven parts, there are 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 Two is Problem Analysis. Chapter Three is Potential Solutions. In the last parts, there are

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CHAPTER IV

CONCLUSION

I have completed my internship at Hilton Hotel Bandung. I had difficulties

in escorting and serving the guests in Purnawarman Restaurant as an outlet

server. The causes of the problem are I did not have relevant hospitality skill,

I did not have any experience working at the restaurant hotel, and I did not

know well about the menu in the restaurant. The effects of the problem are I

could not give satisfactory service to the guests, I often disturbed my

coworkers by asking for help from them, and I did not have self confidence in

dealing with the guests. The potential solutions of the problem are my mentor

at the restaurant should give me supervision as the new outlet server twice a

week about food and beverage services and product knowledge, I will ask my

mentor when I have difficulties in dealing with the guests and in doing my job,

and I should read the books and articles about hospitality when I am not

working.

The best solution to solve the problem is the combination of all potential

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Maranatha Christian University The application of the potential solutions can be effective. It is not enough

for me as a new outlet server if I only use one of the potential solutions for

improving my skills and knowledge. Canfield states that, by mentoring

process the trainee could get the solutions of the problem (par. 4). Then the

trainee should ask the coworkers about the job, so that the trainee could get

the information and more knowledge about the job. Canfield states that “when

facing a challenge or trying to figure out how to accomplish a goal, most

people ask their friends, neighbors, co-workers, siblings, and others for

advice (par. 1). Besides, I should develop myself by reading the books and

articles. By reading relevant books and articles, I would get knowledge,

information, and solutions. London states that, “Reading is also a valuable

learning tool that helps expand knowledge, skills and vocabulary, which in

turn give readers more confidence to deal with a variety of situations and

discuss a wider variety of topics” (par. 4). The combination of all solutions are

suitable to improve my competence and develop my understanding about my

job.

Three potential solutions are useful for the trainee in the hotel. Moreover,

these can be useful for the trainees who do not come from the major of

hospitality. In addition the trainee can get more knowledge and information to

develop themselves. My suggestions for Hilton Hotel Bandung staff is to

maintain the excellent service for the guests and the quality in educating the

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9 Januari 2013