How to Make Gro Apprentices Able To Handle The Complaints of Foreign Guests in Arion Swiss Belhotel.

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i Maranatha Christian University

ABSTRACT

Topik yang dibahas penulis dalam Tugas Akhir ini adalah mengenai

penanganan keluhan-keluhan tamu hotel yang terjadi di Swiss Arion Belhotel. Permasalahan yang terjadi diakibatkan oleh kurangnya pelatihan terhadap para pemagang yang diberikan oleh pihak hotel, penguasaan bahasa yang kurang sehingga mengakibatkan kesalahpahaman antara Guest Relation Officer (GRO) dan tamu hotel khususnya tamu asing. Hal tersebut berdampak pada kepuasan yang dirasakan oleh pengunjung hotel dan profesionalisme dalam bekerja. Solusi potensial pertama untuk masalah ini adalah

memberikan pelatihan kepada para pemagang dan karyawan hotel baik teori maupun praktek. Solusi potensial yang kedua adalah mengadakan kelas bahassa inggris lebih sering dari yang telah diadakan untuk memaksimalkan pemahaman bahasa Inggris untuk para karyawan dan pemagang. Solusi yang ketiga adalah ketika menghadapi keluhan dari para tamu, pemagang didampingi pembimbing. Setelah membandingkan efek positif dan negatif dari ketiga solusi ini, penulis memilih solusi ketiga sebagai solusi terbaik

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iv Maranatha Christian University

CHAPTER I

INTRODUCTION

A. Background of the Study

English is the international language which becomes a bridge for

people from different countries to communicate. In the working field,

English mastery is an important qualification. Mastering English is not

only useful to communicate but also to gain information and transfer

the information to other parties correctly so that misunderstanding in

communication can be minimized.

In hotel industry, English mastery is the most important qualification.

The large number of foreign tourists who visit Indonesia is the main

reason why having English mastery is really needed for those who

work in the hotels. In addition, Sutanto Leo says that “hotels are

grouped by class in the term the overall quality of the accommodation

and service” (17). Thus, it is not only the quality of accommodation that

determines the class of a hotel, but also the quality of service. In other

words, good service can only be obtained when the party who gives

service can understand the needs of the guests and in the particular

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2 Maranatha Christian University As for personal background of this study, I am interested in discussing

this problem because of a real experience. When I was doing my

apprenticeship at Swiss Arion Belhotel as a Guest Relation Officer (GRO),

I often do not understand what the guests said. As we know, a GRO is the

person whom the guests seek when they have complaints or questions.

GRO also has a responsibility to chat with guests who seem to be waiting

in the lobby area. In other words, GRO is the job occupation which deals

closely with guests, that is why having English competence is the most

important qualification for the job. Therefore, this study is very important to

improve the services of a GRO.

B. Identification of the Problem

The points to discuss in the term-paper can be identified as follows:

1. What are the problems of the apprentices in handling foreign guests’

complaints in Arion Swiss Belhotel?

2. What are the possible solutions of the apprentices to handle the foreign

guests’ complaint in Arion Swiss Belhotel?

C. Objectives and Benefits of the Study

The Objectives of the study are:

1. to know the problems in handling foreign guests’ complaints in Arion

Swiss Belhotel

2. to know the possible solutions to handle complaints from

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3 Maranatha Christian University The Benefits of the study are:

1. for the institution to get critical suggestions so that they can be more

intensive in giving good and effective trainings to the apprentices

2. for the readers to get them knowledge about hotel sector and to

improve the awareness of the importance of English especially for

working as a GRO

3. for me as a writer to broaden my knowledge about handling complaints

of foreign guests in a hotel.

D. Description of the Institution

Arion Swiss Belhotel was established on June 27th 2005. The owner of Arion Swiss Belhotel is Arion Paramita Holding Company in Jakarta. Arion

Swiss Belhotel has 58 rooms with 4 floors and 1 top roof for hotel facilities

such as swimming pool, spa and sauna, fitness centre and kids club. For

the location, Arion Swiss Belhotel is ideally located in the heart of

Bandung, within walking distance from Bandung’s railway station and 15

minutes from Husen Sastranegara airport. It is near the entertainment

district, offering dining and shopping options and only two hours from

Jakarta by the toll road.

E. Method of the Study

The study is done using cause-effect approach and the technique of

data gathering is done by observation, by library research and internet

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4 Maranatha Christian University F. Limitation of the Study

The problem that I discussed in this paper happened during my

internship in Arion Swiss Belhotel from 14th of July 2008 – 27th of August

2008. This study is limited to discuss apprentice’s problems in handling

complaints of foreign guests’ in Arion Swiss Belhotel. The study is also

limited only to the ways which are possible to be adapted in Arion Swiss

Belhotel in the near future, and the result of the study is a solution which is

supported by quotations from library research and internet research.

G. Organization of the Term Paper

This term paper starts with the Abstract; a concise summary of the

entire term paper. It is followed by the Acknowledgments in which I

acknowledge the work and contribution of the other parties. After that is

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5 Maranatha Christian University Chapter One is the Introduction of the analysis, which is followed by

Chapter Two which explains about the problem analysis and the causes

and effects of the problem. The next chapter contains the potential positive

and negative effects of each solution. It is followed by Chapter Four which

contains the best solution chosen as a conclusion. In the final part, I

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13 Maranatha Christian University

CHAPTER IV

CONCLUSION

In this chapter I would like to discuss the chosen solution for the problem

which is the inability of GRO apprentices in handling the guests’ complaints

especially foreign guests in Arion Swiss Belhotel Bandung. The chosen

solution is determined based on the comparative study of the positive and

negative effects of the three potential solutions.

Among the three solutions I have mentioned in the previous chapter, the

third solution is the best solution which has to be applied. The solution is

when handling complaints from the guests, especially foreign guests, the

apprentices are accompanied by the supervisor. This solution has no costs

for the hotel, and it is faster to take effects compared to the other solutions,

which is giving training to the apprentices and holding English class more

often for the apprentices. Having an apprentice accompanied by the

supervisor when handling complain will make the apprentices more

confident, learn fast directly from the “ role model”, and set feedback which

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14 Maranatha Christian University

Therefore, I would like to give a suggestion for Arion Swiss Belhotel to get

the supervisor or a senior GRO to assist the GRO apprentices in handling

complaints. The supervisor or a senior GRO should help when there is a

difficult complaint that the apprentices cannot handle, and he or she also has

to give examples of handling complaints for the apprentices to observe. The

English class can be held more often so that the staff can learn and practice

their English to improve the communication skills with the foreign guests. I

also suggest Arion Swiss Belhotel to continue making the internship

cooperation so that the students can get the opportunity to work in an

international hotel where their English can be applied and studies about hotel

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Maranatha Christian University

BIBLIOGRAPHY

Printed Sources

Beaugard, Patris. Effective Communication in the Workplace. New York: Harper, 2005.

Leo, Sutanto. English for Proffesional Accomodation Services. Jakarta: PT Gramedia Pustaka Utama, 2003.

Electronic Sources

Compernolle, Theo. “Trust.” Ego Zehnder International. 2005. The Focus Online. 2008. 13 October 2008.

<http://www.ezifocus.com/content/thefocus/issue/article.php/article/>.

“Complaint Policy.” Lawlink.com. 30 May 2008. Attorney General’s. 11 October 2008. <http://www.lawlink.nsw.gov.au>.

Formby, Carl.” The Important of Communication Skill.” Enzinearticle.com. 13 February 2008. Communicationskill.com. 13 October 2008.

< http://www.enzinearticle.com/>.

Reh, John. “ New Employee Training.” Guide to Management first series. About .com. 2005. 11 October 2008. < http://www.management.com>. Vithessonti, Chaporn and Markus Schwaninger.” Job Motivation and Self-

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Maranatha Christian University change.” Journal of Organitation Transsformation and Social Change

(2008) 141-158 13 October 2008. <http://www. papers.ssn.com>. Yuksel, Atika. “ Cross-National Analysis of Hotel Costimer Attitudes Toward