Making Beverages as an Outlet Server in the Executive Lounge at Hilton Hotel Bandung.

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i Maranatha Christian University

ABSTRACT

Pada tugas akhir ini saya akan menjelaskan tentang permasalahan yang saya hadapi yaitu kesulitan dalam meracik minuman sebagai outlet server di

Executive Lounge. Permasalahan tersebut saya temukan selama menjalani masa magang pada bulan Desember 2011 sampai dengan Maret 2012 di Hilton Hotel Bandung.

Penyebab dari permasalahan saya dalam meracik minuman timbul karena pertama, saya tidak mempunyai pengetahuan tentang bagaimana cara

meracik minuman, kedua saya tidak diberikan pelatihan tentang cara meracik minuman, dan yang ketiga saya tidak memiliki pengalaman bekerja di industri hotel sebelumnya. Akibat dari permasalahan yang saya hadapi adalah, saya menjadi stress, yang kedua saya terlihat tidak profesional, dan yang ketiga saya tidak dapat bekerja dengan cepat. Adapun solusi untuk memecahkan permasalahan saya, yakni pertama melakukan observasi staf di Executive Lounge dalam meracik minuman, yang kedua bertanya kepada staf tentang penyajian minuman, dan yang ketiga salah seorang supervisor memberikan pelatihan untuk saya.

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ii _{Maranatha Christian University}

CHAPTER I

INTRODUCTION

A.

Background of the Study

The need for travelers to stay in the hotel always exists. Hotel is not just

used for staying during a visit, but also for meeting, wedding ceremony,

exhibition, etc. It can be said that hotel sells service. Therefore, in order to

provide excellent service, it is important to have good hotel staff.

To be considered good hotel staff, They did not only have to posses good

attitude and personality, such as being polite and friendly but also have to know

hotel industry knowledge such as food and beverage service knowledge. This

kind of knowledge is important because the more the staff knows about food

and beverage knowledge, the more professional they would be.

However, it takes a lot of time to learn about the food or beverage

knowledge especially for those who do not come from a hotel industry or who

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2 Maranatha Christian University

practice, for example in making some special coffee. There are many kinds of

coffee such as cappuccino, café late, and black coffee and the making of each

is different.

The difficulty in providing beverage service happened to me when I did my

internship in Hilton Hotel (henceforth, HH) as an outlet server in the Executive

Lounge. When I had to work in the Executive Lounge I had to serve the guests

exclusively. It happened because those who visited the Executive Lounge were

from the executive rooms.

The operation hours of the Executive Lounge are from 06.30 AM until 11.00

PM. They are divided into three times which are breakfast, afternoon tea, and

evening cocktail. During the operation hours of the Executive Lounge, I had to

be ready to make some kinds of beverages for the guests.

As I did not have any knowledge about food and beverages services, I found

it difficult to do my tasks, especially in making coffee and cocktails. I had to

operate a coffee machine according to the kind of coffee requested by the

guests. I also had to provide some kinds of cocktails such as red wine, vodka,

brandy, martini, and many more for the evening cocktail. Sometimes the guests

also asked me to make beverages which require me to mix the liqueur such as

to make “screw driver” which is vodka mixed with orange juice. This situation

created a problem because I never drink any cocktail before and I do not know

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The aim of making this final paper is to explain my problem in making

beverages. There are the causes and the effects of my problem and I will

choose the best solution to solve the problem.

B.

Identification of the Problem

My difficulty in providing the beverages in the Executive Lounge will be

discussed further. This term paper is meant to answer these following questions:

1. Why is it difficult for me to make beverage for the guests in the Executive

Lounge at HH?

2. How does the problem influence my working performance?

3. What is the best solution to solve my problem in making beverages?

C. Objectives and Benefits of the Study

The objectives of writing this term paper are to give clear explanation

about the causes which make me difficult to learn beverage services, the

effects of my difficulty on my working performance, and then the best

solution to solve my problem efectively. This term paper will give a lot of

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information about working in the hotel industry. HH also will get the benefit

as this term paper can be made as a benchmark for HH to know the

difficulty that a trainee might have during an internship especially for those

who do not come from a Hospitality Subject. For the readers, they can add

their knowledge especially in making beverages in the hotel industry. For

me, as a writer, I can share my experience in working in the hotel industry

especially in the way I build relationship with others such as the staff of HH

and the guests

.

D. Description of the Institution

From “Celebrating Our Story” Handbook from Hilton Bandung there is

story about Hilton World Wide. Conrad Hilton is the person behind the

success of Hilton worldwide. The story started when Conrad and his family

decided to build some rooms in their house for the people who visited the

town where Conrad and his family lived. As a promotion, Conrad and his

brother had given brochures to many people in the train station near their

house. That effort worked well as there were many people who felt

interested to stay in the Conrad’s hotel and in 1919 Conrad gave name this

Hotel The Mobley. The success of Conrad’s hotel business did not stop until

The Mobley, because in 1925 Conrad succeed to open his second hotel,

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shows HH wants to treat its guests with hospitality. Based on Celebrating

our story handbook, it is stated that HH’s vision is, “To fill the earth with the

light and warmth of hospitality” (3-5). There also stated that HH’s mission is, “To be the first choice of our guests, team member, and the owners” (3-5).

That means HH wants to be the place which can make people feel like in

their own home. Until now HH always sticks on Conrad’s dream and its

vision and mission.

Hilton Bandung has 186 rooms which are divided into 5 kinds of rooms,

there are Deluxe, Executive, Executive Plus, Junior Suites, and Presidential

Suites. There are also Magma bar, Purnawarman restaurant, Fresco (Italian

restaurant), Caffe Cino, Executive Lounge, fitness center, rooftop swimming

pool, Jiwa spa, meeting rooms, and grand ballrooms (Hilton website).

E. Method of the Study

The first method of the study for collecting the data are by doing the

observation in the Executive Lounge in HH Bandung which is recorded in

my internship journal. The second method is by making an interview with the

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the library and internet. The last method is by collecting data from the

training handbook of Hilton Bandung.

F. Limitation of the Study

The main focus of the study is myself as an outlet server in the Executive

Lounge who had difficulty in making the beverage service. I worked 9 hours

per day. The period of my internship was from December 2011 until March

2012.

G. Organization of the Term Paper

This term paper starts with the Abstract, Declaration of Originality,

Acknowledgements and then four chapters which contain the explanation

about my problem during my internship. In Chapter I there is the Introduction

about the problem. In Chapter II there is Problem Analysis, which analyzes

some factors which cause the problem I face and the effect of my problem.

Chapter III explains three potential solutions along with the analysis of the

potential positive and negative effects of each of them. In Chapter IV there

is a conclusion which discusses the best solution for solving the problem. In

the last part there are Bibliography, and Appendices containing the flow

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18_{Maranatha Christian University}

CHAPTER IV

CONCLUSION

In this chapter I would like to conclude this term paper about my difficulty

in providing beverage services in the Executive Lounge. In the previous

chapter I have already explained about the causes, effects, and potential

solutions of my problem. The causes are, I did not have any knowledge about

beverage services, I was not given training about beverage services, and I

did not have any working experience in the Hotel industry. The three effects

are, I became stressful, I looked unprofessional and I could not work fast. In

Chapter Three I have explained about three potential solutions. The first

potential solution is I will observe the Executive Lounge staff in making

beverages, the second is I will ask question to the staff about the beverage

services when the staff is not busy, and the third is I will ask my supervisor to

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I chose three potential solutions to solve my problem because all solutions

are related for the steps of learning. The first step is I will observe the

Executive Lounge staff in making beverages. I choose this potential solution

as my first step of learning beverages because by observing I can get the

information how to make beverages without disturbing the staff. I also can

learn how to operate the coffee machine, mix the coffee with milk, etc. The

second step is I will ask the staff about the beverage services when the staff

is not busy. If I ask the staff about making beverages I will get clear and

complete explanation that can make me understand about my job especially

in making beverages. There are many techniques in making kinds of

beverages and by asking the staff I can get clear and complete explanation.

Besides, I can remember the explanation longer. The third step is I will ask

my supervisor to give me training during my working schedule. Training gives

me the real knowledge about making beverages. I can get the knowledge

from the staff who knows exactly the techniques to make beverages. By

training, I also can ask the staff about making beverages freely without

disturbing the staff and the guests.

In my opinion, observing the Executive Lounge staff in making beverages,

asking the staff about the beverage services, and asking my supervisor to

give me training during my working hours are the most effective solutions

which cannot be separated. My suggestion is I think it is important for HH

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20 _{Maranatha Christian University} guidance to the trainees because not all trainees have the skills related to the

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Maranatha Christian University

BIBLIOGRAPHY

Printed Sources:

Hilton Training Committee. Celebrating Our Story Handbook. Bandung:

Hilton, 2012.

Suyono, Joko. Food Service Management. Bandung: NHII Press, 2004.

WA, Marsum. Restoran dan Segala Permasalahannya. Yogyakarta: Andy

Offset, 2005.

.

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Ahira, Anne. “Pelatihan Karyawan Sebagai Peningkatan Kualitas Kerja.”

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Collins, Jack.”Why is Work Experience Important?.” All About Careers 2010.

25 December 2012.

<http://www.allaboutcareers.com/careers-advice/work-experience/why-is-

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David, Roland. “Importance of Training.” ManagementStudyGuide.com. 2012.

15 October 2012.

< http://www.managementstudyguide.com/training-of-employees.htm>.

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2012. <http://www.anxietyguru.net/are-we-bothering-others/>.

Granados, C.“Enhancing Motor Learning through Dyad Practice:

Contributions of Observation and Dialogue” Pulmed.gov June 2007. 16

October 2012.

<http://www.ncbi.nlm.nih.gov/pubmed/17679493>

Kania, Verlita “The Benefits of Training for the Company and the Employee”.

UVI.co.id 23 January 2014

<http://www.UVI.co.id /The-Benefits-of-Training-for-the -

Company-and-the-Employee/176543>

Kirschner, Rick “The Benefits of Asking Questions.” altMD 19 July 2009. 10

December 2012.

<http://www.altmd.com/Specialists/Life-and-Executive-Coaching/Blog/The-

Benefits-of-Asking-Questions>

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Sepkomdanga. 27 November 2013.

<http://www.sepkomdanga.ga/ The-Aim-and-the-Benefits-of the-

Observation.dsckhx>.

Ngo, Davi.”Advantages and Disadvantages of Direct Observation.”

HumanResources.Hrvinet.com. 26 March 2010. 16 October 2012.

<http://www.humanresources.hrvinet.com/advantages-and-disadvantages-

of-direct-observation/>.

Sunarline, Maydian. “Magang Kerja.” Scribd.com 2010. 15 October 2012.

< http://www.scribd.com/doc/88534993/Magang -kerja>.

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