OBSERVATION REPORT AT KAYU ARUM RESORT
SUBMITTED IN PARTIAL FULFILLMENT OF THE RUQUIREMENTS FOR
THE PROFESSIONAL TITLE OF ” AHLI MADYA ”
CENDANA BUANA PUTRI 3111011
ENGLISH DEPARTMENT
SATYA WACANA SCHOOL OF FOREIGN LANGUAGES SALATIGA
COPYRIGHT STATEMENT
This observation and interview report contains no such material as has been submitted for
examination in any course or accepted for the fulfillment of any degree or diploma in any
university. To the best of my knowledge and my belief, this contains no material previously
published or written by any other person except where due reference is made in the text.
Copyright© 2015. Cendana Buana Putri and Ervin Suryaningsih, S.S.,M.Hum
All rights reserved. No part of this paper may be reproduced by any means without the
permission of at least one of the copyright owners or the English Department, Faculty of
Language and Literature, Satya Wacana University, Salatiga.
Salatiga , January 2015
i
ACKNOWLEDGEMENTS
Praise to Lord for the blessing, so the writer could arrange the Final Task Report entitled
“How to provide service to guest satisfaction and how to improve to be a professional
receptionist”.
In arranging the observation report, the writer got some helps and supports from some
people. In this occasion, the writer would like to express her gratitude to all people who
have supported the writer in many ways to finish the observation report. The writer would
like to give thankfulness to:
1. ALLAH SWT, who always blesses the writer’s life and give the power to the writer
to finishing the report.
2. My family : my beloved Father Kusuma Wardana and my beloved Mom
EtySuharyati ,my Brother Satria, and my little Sister Ira, my angle Nabila, my
prince Adirajada Bima Bhadrika, my beloved Grandfather Soepeno and
Grandmother Suwartini, Emak, Bulek Erma, Om Heru, Om Wiwit, Bi Ani and all
my family in Bandung. Thank you for your support and prayer.
3. My dear bestfriend: Nindita Momok, Epep Kecup, Puji, Siska, Mbak Ana, Mbak
Hanum, Yesa, Mr.Budi, thank you for accompany me in sadness and happiness.
ii
5. Ibu Rindang Widiningrum as a coordinator phasing out and the English Diploma
III, I am proud to be one of the parts there.
6. Pak Warsoyo, Mbak Yanti and Pak Yanto for the help.
7. Thank you SATYA WACANA CHRISTIAN UNIVERSITY for the opportunity to
be one of the students there.
8. All lectures and staff of SATYA WACANA CHRISTIAN UNIVERSITY who help
the writer in college.
9. Kayu Arum Hotel and Resort, Ibu Ratna as a HRD in Kayu Arum, Mbak Yanti as a
receptionist in Kayu Arum, also Pak Cahyo as a HRD who gives the writer
permission to do the observation in Kayu Arum.
Finally, the writer hopes this observation report give advantages to the writer,
academic environment, and the readers.
Salatiga, 09th January 2015
v
TABLE OF CONTENTS
TITLE PAGE ... i
APPROVAL PAGE ... ii
COPYRIGHT PAGE ... iii
ACKNOWLEDGEMENTS ... iv
TABLE OF CONTENT ... v
BRIEF SUMMARY ... vi
CHAPTER I INTRODUCTION 1.1.1 Place and time of the observation and the interview ... 1
1.1.2 Company profile of Kayu Arum Resort ... 2
1.1.3 Interviewee profile ... 3
CHAPTER II THEORETICAL REVIEW 2.1.1 Receptionist in front office department ... 5
2.1.2 The definition of receptionist ... 6
vi
2.1.4 The requirement to be a professional receptionist ... 7
CHAPTER III ANALYSIS
3.1.1 Description ... 9
3.2.2 English role in Kayu Arum ... 10
3.3.3 Reflection ... 11
CHAPTER IV CONCLUSION AND SUGGESTION
4.1.1 Conclusion ... 12
4.2.2 Suggestion ... 13
REFERENCE
iii
BRIEF SUMMARY
Observation is a lesson which applies theories received in college into the real working
environment. Observation and interview can help the students to prepare themselves to face
the real working world.
The writer conducted the observation and interview at Kayu Arum Resort at Jl. Magersari,
Ringin Nawe, Salatiga, 50733, Central Java, Indonesia. The observation was held from
27th-30th November 2014.
The writer finds positive side from the observation. It helps the writer much to observe
about hotel and know deeper about front office department especially in receptionist. The
obstacles during the observation and interview is the limited time that made the writer
unprepared and lack of data. The writer hopes this observation and interview can be
beneficial for the readers. The writer also realizes that there are weaknesses in this
observation and interview report, so the suggestions from the readers are appreciated for the
