Overcoming My Difficulty in Handling Koren Guests When They Ask for Tourism Sites.

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ABSTRACT

Tugas akhir ini membahas masalah yang saya hadapi saat melakukan kegiatan magang di Hotel Vio Pasteur di Bandung. Masalah yang saya hadapi selama saya melakukan aktifitas magang tersebut adalah saya mengalami kesulitan

menghadapi tamu Korea yang menanyakan lokasi tujuan pariwisata ketika saya bertugas sebagai front officer di Hotel Vio Pasteur Bandung.

Berdasarkan hasil analisis, saya menemukan penyebab beserta akibat dari masalah yang saya hadapi selama saya bekerja di tempat tersebut. Penyebab pertama adalah saya hanya mempunyai wawasan terbatas tentang objek wisata di Bandung dan yang kedua adalah tamu saya tidak terlalu lancar dalam berbahasa Inggris. Oleh sebab, itu akibat dari masalah tersebut adalah saya tidak bisa memberikan informasi kepada tamu berkebangsaan Korea sehingga hal tersebut memberikan kesan yang buruk dari diri saya kepada tamu hotel yang lain. Selain itu, saya telah mengecewakan tamu Korea tersebut.

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CHAPTER I

INTRODUCTION

A. Background of the Study

In hotel, there are many departments that help and serve guests. However, the

most important is front office department. The department is in charge of hotel

service. Yet, the most important of their duty is to receive guests. Rajput stated in

his article that "The basic duty of the front officer is to manage all departments.

However, the most important of them all is the perfomance at the front desk

where they are required to receive the guests" _{(para. 4). I agree with him because}

for me the front office department not only should serve the guests but also

welcome the guests directly face to face.

A front officer staff is one of the vital employees at a hotel, because besides

handling reservation and handling guests' complaints, a front office staff gives

directions to tourist sites. As a front officer, I have to know many things,

including directions and tourist destinations in Bandung. For example, there was a

case when three Korean guests asked me for directions to Dusun Bambu, I could

not tell them the directions correctly. As a consequence, they were annoyed with

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should at least know beautiful places (p. 116). As front officers, we have to know

tourist destinations and directions because very often hotel guests ask about going

to ideal places for shopping or eating with a beautiful view.

Knowing everything about tourist sites and also directions can help me when

my guests ask me about them. When I had interenship as a front officer at Hotel

Vio Pasteur, many guests asked me some places of interests in Bandung either for

shopping or recreation. However, I cannot answer their questions because of my

limited knowledge about tourist sites in Bandung.

B. Identification of the Problem

The problems that I will discuss in this paper are:

1. What are my difficulties in handling Korean guests when they ask for tourism

sites?

2. How do my difficulties affect my perfomance as a front officer?

3. How do I overcome the problems?

C. Objectives and Benefits of the Study

The objectives of this final term paper are to figure out the causes and also the

effect of my difficulty in handling Korean guests when they ask for tourism sites,

and look for the best solutions to the problem. This term paper will have some

benefits for me as the writer, students who will also take a similar project like

mine, hotel employees, especialy those who work in hospitality business, and the

front office department. This paper will explain how I overcome my difficulty in

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D. Description of the Institution

The description of this intitutions is based on Dafam Hotels website. A simply

elegant hotel in Bandung managed by Dafam Hotels, Hotel Vio Pasteur is situated

close to the city'_{s commercial and shopping area, Bandung Trade Center and only}

10 minutes from Husein Sastranegara International Airport and Bandung Train

Station.

Hotel Vio Pasteur is another choice of a place to stay that worth to be

considered in the so-called Paris Van Java. The choice of accommodation for

business and leisure travels who crave comfort at competitive price.

E. Method of the Study

When I did my internship at Vio Hotel Pasteur. I used field and library

research. In field research. I used my apprenticeship journal. In library research, I

used some printed sources and the Internet.

F. Limitation of the Study

The subject of my study is my experience working as a front officer staff, in

which I had to handle foreign guests, in particular Korean guests when they asked

me for directions to tourist sites. I had my internship at Vio Hotel Pasteur starting

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G. Organization of the Term Paper

This Term Paper is divided into four chapters. Chapter I consists of

Background of the Study, Identification of the Problem, Objectives and Benefits

of the Study, Description of the Institution, Method of the Study, and

Organization of the Term Paper. Chapter II discuss about the causes and effects of

my problem. Chapter III consists of the potential solutions and positive and

negative effects of each potential solution. The chapter IV is the conclusion of my

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CHAPTER IV

CONCLUSION

After analyzing the problem, I found two causes of my problem. The first

cause is I only have limited knowledge about tourism sites in Bandung, while the

second cause is the Korean guests cannot speak English well. Besides my causes,

my problem results two effects. The first effect is I could not give the information

to my Korean guests, so I gave a bad impression to other guests. The second

effect is I had disappointed my Korean guests. To solve my problem, I propose

three potential solutions. First, I will learn about directions and destinations in

Bandung from tourism guide books. Second, I will speak English more slowly and

clearly to Korean guests and third I will keep myself calm.

After analyzing the three potential solutions, I choose to combine all of them to

solve my problem because they are related. First, I will learn about directions and

destination in Bandung from tourism guide books. Second, I will speak English

more slowly to Korean guests, and the last is I will keep myself calm. As a result,

I can explain the directions and tourist sites clearly. Therefore, when the guests

ask me about the directions and specific locations, I can explain to them clearly

and correctly. To conclude, by applying those three potential solutions, I will be

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from Korea. In this way, I will be able to give correct directions and tourist sites.

In other words, I can give my best service to my foreign guests, in paticular

Korean guests.

As for suggestion, I have the following points to put forward. First, Vio Hotel

Pasteur should give a short training to its front office staff when serving foreign

guests. Second, the front officer should be trained to speak practical English.

Third, Vio Hotel should provide the map of Bandung to be given freely to guests.

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from Korea. In this way, I will be able to give correct directions and tourist sites.

In other words, I can give my best service to my foreign guests, in paticular

Korean guests.

As for suggestion, I have the following points to put forward. First, Vio Hotel

Pasteur should give a short training to its front office staff when serving foreign

guests. Second, the front officer should be trained to speak practical English.

Third, Vio Hotel Pasteur should provide the map of Bandung to be given freely to

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REFERENCES

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