Communication channels in Novotel and Ibis Solo

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COMMUNICATION CHANNELS

IN NOVOTEL AND IBIS SOLO

FINAL PROJECT REPORT

Submitted as a Partial Requirement in Obtaining Degree in the English Diploma Program, Faculty of Letters and Fine Arts,

Sebelas Maret University

By: Valensianny

C 9308067

ENGLISH DIPLOMA PROGRAM

FACULTY OF LETTERS AND FINE ARTS

SEBELAS MARET UNIVERSITY

SURAKARTA

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MOTTO

Life is like a boomerang game. Our thoughts, words, and actions revert to us –

sooner or later- with astonishing precision.

(Florence Shinn)

Lost time never comes back.

(The Writer)

Our future depends on what we do now.

(The Writer)

Failures in my past were the most valuable lessons which bring success in the end. I learn more from my failures, so that I can be smarter because I have ever

failed.

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DEDICATION

I would like to dedicate this Final Project Report for:

My Lord, Jesus Christ

My beloved Mom, Dad, and Sister

My closest friends

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PREFACE

This report is written by the writer to fulfill the requirements in obtaining

degree the English Diploma III Program. The writer did the job training in the

Marketing and Sales Department of Novotel and Ibis Hotels Solo.

The aims of this final project report are to evaluate the communication

channels, especially literature by mentioning, explaining, and analyzing (both

strengths and weaknesses) all of them more detail. The second is to propose

improvement the communication channels which have existed.

Finally, the writer realizes that this report is still has room for improvement.

Thus, any criticisms and suggestions for the better improvement of this report are

warmly welcome. Hopefully this report can be useful to readers, especially for those

who are interested in Public Relations in hotel industry.

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ACKNOWLEDGEMENT

Praise to Jesus Christ, Halleluiah, first of all I would like to say thanks to

Jesus for the blessings in finishing this final project. I would like to say my deepest

thanks to:

1. Drs. Riyadi Santoso, M.Ed., the Dean of the Faculty of Letters and Fine Arts,

Sebelas Maret University, I thank you for your wisdom.

2. Yusuf Kurniawan, S.S, M.A., the Head of English Diploma Program, I thank you

for the highest dedication to English Diploma Students.

3. My Academic Supervisor, Dra. Endang Sri Astuti, M.S., I thank you for your

supports, assistances, and suggestions during my study in English Diploma

Program.

4. My Final Project Supervisor, Bayu Budiharjo, S.S., M.Hum. Thanks a lot for

your time, patience, helps and guidance while doing my final project. I apologize

for every mistake I have done.

5. All Lecturers in the English Diploma Program, who have taught me patiently.

Especially the Public Relations lecturers thank for giving me a lot of knowledge

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6. Mr. Cyril Vourc’h (the General Manager of Novotel and Ibis Solo) and Mrs. Yuliana Indrasari (the Chief of Human Resources Development in Novotel and

Ibis Solo), I thank for the permission and opportunity to have the job training.

7. The Public Relations of Novotel and Ibis Solo, Mrs. Ika Florentina, my job

training supervisor. I thank for the opportunity given, knowledge and advice.

8. All the management of Novotel and Ibis Solo, especially in Marketing and Sales

Department (Sales Marketing Officers and Director of Sales, Mr. Sri Paminta

Nugraha). Thank you for accepting me well and becoming me as a new member

family here. I do apologize if I made mistakes during the job training. God bless

you all.

9. All trainees and staff in Novotel and Ibis Solo (Rudy, Puput, Galuh, Dewi,

Candra, Anton, and Wisty), thanks for the amazing togetherness, a million jokes,

helps, and supports.

10. Thanks for all the staffs in SLC who always help me there

11. My beloved parents, Anton Setiawan and Viliana Surya. I thank you for your

encouragement and your prayer for me to face my obstacles in this life. I am

proud of you all.

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13. The English Diploma Students year 2008, especially for all my friends in class A,

B, and C, I will remember our togetherness and the real struggle of studying in

English Diploma Program.

14. My friends in class B, especially my closer partners (Mona, Angel, Ferry, and

Mahatma), and all friends that I cannot mention one by one. Thanks for all guys,

your helps, your suggestions, your jokes, and togetherness. I will always

remember you guys.

15. Thankfully, my senior in English Diploma program for all of your advisement,

spirit, and guidance.

Finally, I realize that this final project report is still far from perfect and has

many mistakes. I do apologize for those and hope any suggestions, comments, and

criticisms in improving this report.

Surakarta, January 2012

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ABSTRACT

Valensianny. 2012. Communication Channels in Novotel and Ibis Solo. English Diploma Program, Faculty of Letters and Fine Arts, Sebelas Maret University.

This Final Project Report is written based on the job training done at Novotel and Ibis Solo within three and a half months in Marketing and Sales Department. The data of this report were gained by doing interview and observation in Novotel and Ibis Solo. The writer did some jobs along with the Public Relations Officer of Novotel and Ibis Solo by helping her like making media coverage for these hotels and hotel competitors, attending events, going to meet journalists (accompanied by Public Relations Officer), etc.

The aims of the present study are to evaluate communication channels, especially literature in Novotel and Ibis Solo based on the existing condition and to propose improvement in the existing communication channels (literature) in these hotels. Literature as one of communication channels is less effective because even though the use of newsletter and A-Club Loyalty Card brochure has achieved its purpose, but MICE Packages brochure have not achieved the target yet.

Thus, the writer proposes improvement to make the use of literature more effective. The proposals are MICE Packages brochure should be handled by Public Relations Officer and Sales Marketing and there is a professional team of design graphics. The expectation is literature (newsletter and brochures) are more colorful

and become effective media to increase the reservation of hotels’ products.

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2. Function of Public Relations ………... 6

3. Activities of Public Relations ………... 7

B. Communication ………... 9

1. Definition of Communication ………... 9

2. Communication Channel ………... 10

C. Hotel ………... 11

1. Definition of Hotel ………... 11

2. Hotel Services ………... 12

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CHAPTER III: DISCUSSION

A. Novotel and Ibis Hotels Solo ………... 15

1. General Description of Novotel and Ibis Hotels …... 15

2. Brief History of Novotel Hotel Solo ………... 16

3. Brief History of Ibis Hotel Solo ………... 17

4. Facilities at Novotel and Ibis Hotels ………... 17

5. Other Facilities at Novotel and Ibis Hotels ………... 21

6. Departments in Novotel and Ibis Hotels …………... 25

B. Accor Profile ………... 27

1. Brief History of Accor Development ... 27

2. Accor Hotels ………... 28

3. Accor Values ………... 28

C. Communication Channels used in Novotel and Ibis Hotels Solo ... 29

D. The Writer Proposal of Implementation in the Communication Channel of Novotel and Ibis Hotels Solo ... 37

CHAPTER IV CONCLUSION AND SUGGESTION A. Conclusion ………... 38

B. Suggestion ………... 39 BIBLIOGRAPHY

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COMMUNICATION CHANNELS IN NOVOTEL AND IBIS SOLO

Valensianny1

Bayu Budiharjo, S.S., M.Hum.2

ABSTRACT

2012. English Diploma Program, Faculty of Letters and Fine Arts, Sebelas Maret University.

This Final Project Report is written based on the job training done at Novotel and Ibis Solo within three and a half months in Marketing and Sales Department. The data of this report were gained by doing interview and observation in Novotel and Ibis Solo. The writer did some jobs along with the Public Relations Officer of Novotel and Ibis Solo by helping her like making media coverage for these hotels and hotel competitors, attending events, going to meet journalists (accompanied by Public Relations Officer), etc.

The aims of the present study are to evaluate communication channels, especially literature in Novotel and Ibis Solo based on the existing condition and to propose improvement in the existing communication channels (literature) in these hotels. Literature as one of communication channels is less effective because even though the use of newsletter and A-Club Loyalty Card brochure has achieved its purpose, but MICE Packages brochure have not achieved the target yet.

Thus, the writer proposes improvement to make the use of literature more effective. The proposals are MICE Packages brochure should be handled by Public Relations Officer and Sales Marketing and there is a professional team of design graphics. The expectation is literature (newsletter and brochures) are more colorful and become effective media to increase the reservation of hotels’ products.

1

Mahasiswa Jurusan D III Bahasa Inggris dengan NIM C9308069

2

Dosen Pembimbing

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commit to user CHAPTER I

INTRODUCTION

A. Background

Humans are social beings, in such a way that in daily life they are always

related to their environment and society by communication. Communication is

very important for humans because interaction and knowledge or experience

exchange will not exist without communication. One of the reasons why humans

communicate with others is to socialize with other people in order to maintain

good relationship between one another. In addition, Rogers and Kincaid define

communication as “a process in which the participants create and share

information with one another in order to reach a mutual understanding” (in Alison

Theaker, 2004: 18). From the statement,it can be knownthat the main purpose of

communication process is to achieve mutual understanding between both parties

who engage in communication process.

For an organization, communication is very important as an organization’s

needs to always be in touch with its publics, both internal publics (General

Manager, stakeholders, supervisor, staff and employees) and external publics

(government, media, other organizations, and surrounding society). In general, the

aims of communication carried out by an organization are to establish good

relationship between the organization and its publics, maintain good image of the

organization, and keep mutual understanding and gain support for the

organization.

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As in other industries, communication is also important in hotel industry.

In hotel industry, communication is needed because this industry is closely related

to hospitality and service. Communication is needed to create mutual

understanding between hotels and their customers. Besides, communication can

establish solidarity and loyalty between the board, staff and employees, gain

support from the guests as well as build good image for the hotel. By

communication, staff and employees in the hotel can know what their guests want,

so that they can provide the guests with the best services. The forms of

communication which are usually applied in hotel industry are brochures and

leaflets which are used for introducing products to the customers, press

conferences which are used for maintaining good relationship and gaining

publication with mass media, some special discounts which are used for attracting

the customers’ attention to the hotel, memo is used for internal communication,

etc.

As two of the hotels with international reputation in Solo, Novotel and Ibis

(called as Nobis Hotel Solo) also need communication. In these hotels,

communication has the importance of discussing the up-to-date hotels’

development by doing a meeting everyday for all heads of departments;

maintaining good relationship between staff, employee, and the guests so that it is

established mutual understanding and support between them by organizing

gathering events together between staff, employee, and clients; maintaining the

prestigious image as stared hotels in Solo City by providing the products and

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conference; and communicating some information about activities and kind of

events which are done and held by staff and employees in these hotels by using

newsletter and BEO (Banquet Event Order).

The writer is interested in evaluating communication channels in Novotel

and Ibis Solo because of some reasons. First, Novotel and Ibis Solo are the

four-star and three-four-star hotels in Solo which are well-known by Solonese. Second,

Novotel and Ibis Solo are under one Management that is Accor Management. The

last reason, Public Relations staff in these hotel handle two tasks at once, namely

as Public Relations Officersand MICE Coordinator for thehotels. To come to the

point, the writer is interested because Novotel and Ibis Hotels Solo are very

unique and different compared to other stared hotels in Solo city.

Therefore, the writer did job training and wrote this report entitled

Communication Channels in Novotel and Ibis Solo because the writer wants to

know more about the communication channels which are applied in these hotels.

The job training was carried outfor about 3 and a half months, from January 17th,

2011 to April 30th, 2011, especially at Marketing and Sales Department.

B. Objectives

The objectives of this final project are:

1. To evaluate the communication channels in Novotel and Ibis Solo.

2. To propose improvement in the existing communication channels in

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C. Benefits

The writer expects that this final project report will be beneficial and

useful for:

1. Novotel and Ibis Solo

As an input to the Novotel and Ibis Solo, particularly for the Public

Relations Officer, in such a way that he/she can determine effective

communication channels.

2. Readers

As additional knowledge to know more detail about communication

channels which are applied in hotels, especially Novotel and Ibis Hotels

Solo.

3. Other researchers

As a reference in doing a research and making final report, related to

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commit to user CHAPTER II

LITERATURE REVIEW

A. Public Relations

1. Definition of Public Relations

There are some definitions of Public Relations according to experts and

dictionary. In Oxford Advanced Learner’s Dictionary, Public Relations is

“the work of presenting a good image of an organization to the public,

especially by providing information” (1995: 937).

There are some other definitions of Public Relations according to experts.

First, it comes from Rex Harlow, he states that:

“Public relations is a distinctive management function which helps establish and maintain mutual lines of communication, understanding, acceptance and co-operation between an organization and its publics; involves the management of problems or issues; helps management to keep informed on and responsive to public opinion; defines and emphasizes the responsibility of management to serve the public interest; helps management keep abreast of and effectively utilize change, serving as an early warning system to help anticipate trends; and uses research and ethical communication techniques as its principal tools.” (Harlow, in Wilcox et al. in Theaker, 2008: 4)

In comparison with the Institute of Public Relations (IPR), there is

similarity in definition of Public Relations. IPR states that:

“Public Relations (PR) is about reputation – the result of what you do, what you say and what others say about you. Public relations practice is the discipline which looks after reputation – with the aim of understanding and support, and influencing opinion and behavior. It is the planned and sustained effort to establish and maintain goodwill and mutual understanding between organization and its publics”. (IPR, 1999:1 in Harrison 2002:2)

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The definition above is quoted in Kristina (2006: 1). Based on those

definitions, it can be said that one of the important duties of Public Relations

is to establish and maintain mutual understanding between an organization

and its publics, both internal and external publics. Hence, we can know that

Public Relations must to do two-way communication because it is really

important in maintaining good relationship between organization and its

publics.

Next, there is a definition from Cutlip, Center, and Broom. They say that:

“Public relations is the management function that establishes and maintains mutually beneficial relationships between an organization and the public’s on whom its success or failure depends.” (1999: 6)

And the last definition is from Deny Grisworld, the Editor of Public

Relations News (in 1948). He defines:

“Public Relations is the management function which evaluates public attitudes, identifies the policies and procedures of an individual or an organization with the public interest, and plans and executes a program of action to earn public understanding and acceptance.” (In Cutlip, Center, and Broom, 1999: 4)

Based on the definitions above, it can be summarized that Public

Relations has responsibility to create and maintain good image and reputation

as well as to maintain good relationship by establishing mutual understanding

and acceptance between an organization and its publics.

2. Functions of Public Relations

There are some functions of Public Relations for an organization.

According to Cutlip & Center and Canfield (in Rosady Ruslan, 2001: 20), the

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a. to support the management activities to reach the organization goal

b. to build harmonic relationship between organization with its publics

c. to identify the opinion, perception, and idea from the society to the

organization

d. to serve the public’s and to advice the organization chairman to the public

importance

e. to create two-way communication with spreading information from

organization to the public’s and distributing public’s opinion to the

organization

Public Relations in its functions is about supporting the management

activities, making a good relationship between the organization and its

publics, identifying the opinion among the public, getting trust to create the

good image, and communication. Public Relations Officers must understand

the real functions of Public Relations in the company or organization to be

able to carry out their responsibility.

As we know, the main activities of Public Relations involve

communication. It is different from other communication, which we often

use. In this case, communication in Public Relations is two-way traffic

communication which is not only one-way communication.

3. Activities of Public Relations

Generally, the aims of Public Relations activities are to establish

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stakeholder. And in the end of it is hoped that it will be created good image,

goodwill, mutual appreciation, mutual understanding, and tolerance between

both parties. The activities of Public Relations Officers are not easy because

Public Relations Officers must be able to solve the problems related to

relationship with internal and external publics.

Thus, according to Cutlip et.al (1999), the efforts of solving the problems

need four management processes in doing activities of Public Relations. The

four stages are:

a. Defining the problems

This first step is to find out and gather data in the organization about

all the information in direct correlation to the organization interest. It

provides the foundation for all the other steps in defining the problem of

situation. The question for this step is “What’s happening now?”

b. Planning

In this second step, information, which is gathered in the first step, is

used to plan of action and decide about programs or projects. It is included

objectives, alternatives and communication strategies, tactics, and goals.

The planning can be planned in form of proposal. This second step in the

process answers, “Based on what we have learned about the situation,

what should we change or do, and say?”

c. Communicating

The third step is taking an action by doing the program that has been

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program goal. The questions in this step are, “Who should do and say it,

and when, where, and how?”

d. Evaluating

The final step is assessing the preparation, implementation, and results

of the program. Adjustments are made while the program is being

implemented, based on evaluation feedback on how it is or is not working.

Programs are continued or stopped after learning, “How are we doing, or

how did we do?”

Each step of the process is important and continual in planning Public

Relations program. Public Relations have to do the process in making new

program for his/her organization, so that the program can be running well.

B. Communication

1. Definition of Communication

Communication is originated from Latin: communicatio means “notice” or “exchange mind”. The aim of communication process is to achieve mutual

understanding in both parties.

In Oxford Advanced Learner’s Dictionary, communication is the action

or process of communicating (1995: 230). There are some other definitions

about communication by the experts. First, it comes from Vallence and

McWilliam (1991: 8). They say that:

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learn to like, influence and trust each other, start and end relationships, and learn about ourselves and how others see us”. (In Sally Dimmick, 1995: 21)

For comparison, there is also another definition according to Rogers and

Kincaid:

“Communication defined as a process in which the participants create and share information with one another in order to reach a mutual understanding”. (In Windahl and Signitzer, in Alison Theaker, 2008: 18)

Based on the statements, communication has an important role in Public

Relations activities, which is to convey messages for achieving the goal and

establish mutual understanding with the public. Newson and Siefried (1981)

state, “Finally and most important of all, The Public Relations Officer must

be an expert in communication aspects”. (In Rosady Ruslan, 2001: 79)

2. Communication Channel

In communicating with his/her publics, Public Relations Officer needs

several things to be closer with publics. One of the things is communication

channel. In this case, channel means a way or system by which news,

information, etc may travel (in Oxford Advanced Learner’s Dictionary, 1995:

185). Communication channel, which is very useful as equipment or list to

plan Public Relations activities, is the way to communicate with publics. The

most popular of Public Relations model is Bernstein’s Wheel.

Bernstein (1989) has devised a wheel to illustrate the link between an

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are used to communicate with these audiences. He suggests that each channel

can be used by an organization to consider in communicating with its publics.

Thus, this wheel was chosen as the model for communication channel

because it can rotate. So, there are 81 combinations of medium (channels of

corporate communication) and audience. The communication channels are:

product (good/services), literature (written communication), media relations,

permanent media, personal presentation, impersonal presentation,

correspondence, advertising, and point of sale.

Anyone or more of these channels can be used to convey the messages to

the target audiences. The target audiences are: internal, local, influential

groups, government, the media, financial, customers, general public, and the

trade (in Alison Theaker, 2008: 60).

C. Hotel

1. Definition of Hotel

Based on Oxford Advanced Learner’s Dictionary, hotel is “a building

where rooms and usually meals are provided for people in return for payment

(1995: 577). The Housekeeping Hotel Book (Rumekso, 2002: 2) defines hotel

as “the building serving accommodation, food, and beverages also the other

facilities needed by the guest and managed professionally to get profit” (in

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According to Charles E. Steadmon and Michael L. Kasavana in book

entitled Managing Front Office Operations from American Hotel and Motel

Association (page 4):

“A hotel may be defined as an establishment whose primary business is providing lodging activities for the general public and which furnishes one or more of the following services: food and beverage service, room attendant service, uniformed service, laundering of linens, and use of furniture and fixtures.” (In Endar Sugiarto and Sri Sulartiningrum, 1996: 8)

Based on the definitions above, it can be summarized that hotel is

building which is providing rooms, food, and beverages and also kinds of

supporting facilities for the guests during their stay in the hotel for a while

and opens 24 hours a day.

2. Hotel Services

There are three kinds of hotel services which are provided for the guests,

like:

a.Letting room

Letting room is hotel’s main products because it is one of

characteristics of hotel, which rent the room to the guests as the biggest

income. Hotel must maintain cleanness and elegance of the rooms with

completeness facilities in the rooms, so that guests can feel comfortable and

relax staying in the hotel.

b.Selling Food and Beverages

Selling food and beverages are additional income for hotel. The guests

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and beverages are provided by the hotel. The revenue of food and

beverages is produced from restaurant, room service, or mini bar.

c.Banquet

Banquet is part of a hotel which provides the guests’ need, such as

meeting, wedding party, birthday party, conference, etc. Banquet prepares

food, beverages, and room setting for the event. Usually all of them will

have been prepared two days before the event held.

d.Selling Other supporting facilities

Supporting facilities means complementary facilities which are

provided in the hotel, such as spa services, fitness centre, swimming pool,

laundry services, etc. (In Desi Kurniawati, 2009: 6)

3. Classifications of Hotel

The classification of the hotel in Indonesia, which is issued officially by

government regulation, is under Deparpostel and is made by Dirjen

Pariwisata with SK: Kep-22/U/VI/78. (In Endar Sugiarto and Sri

Sulartiningrum, 1996: 9)

Hence, hotel is classified into five types based on their different

amenities, facilities, and quality of service. The criteria of hotel’s

classification are:

a.One-star Hotel (*)

The numbers of standard rooms are 15 rooms (minimum). Besides,

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b.Two-star Hotel (**)

The numbers of standard rooms are 20 rooms (minimum). And there

is a bathroom in the room. The minimum size of standard room is 22 m2.

This hotel is provided with a suite room which has size 44 m2 (minimum).

c.Three-star Hotel (***)

The numbers of standard rooms are 30 rooms (minimum) and they are

completed with a bathroom in the room. The minimum size of standard

room is 24 m2. There are two suite rooms and the size is 48 m2

(minimum).

d.Four-star Hotel (****)

The numbers of standard rooms are 50 rooms (minimum) and include

a bathroom in the room. The minimum size of standard room is 24 m2.

Moreover, there are three suite rooms and the size is 48 m2 (minimum).

e. Five-star Hotel (*****)

The numbers of standard rooms are 100 rooms (minimum) with a

bathroom in the room. The minimum size of standard room is 26 m2.

Besides, there are four suite rooms and the size is 52 m2 (minimum).

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commit to user CHAPTER III

DISCUSSION

A. Novotel and Ibis Hotels Solo

1. General Description of Novotel and Ibis Hotels

Novotel is an international four-star hotel with natural light, modern

décor, and open spaces. It is suitable with the motto of Novotel, “designed for

natural living”. Novotel hotel has been designed to be the ideal hotel for both

business and leisure. There are two levels in Novotel which are very

important, which are ground level and first floor. On the ground level, the

guests can find a concierge counter (from outside), reception desks (in the

front door), facilities at Novotel (like restaurant, pastry, lobby lounge, billiard

pool, etc in the right side), concierge storeroom, arcades, Silk Air Office, and

the offices of Marketing and Sales Department and General Manager (in the

left side). Meanwhile, the offices of Front Office and Food and Beverage

Department are behind the receptions counter. First floor is used for

conference and meeting rooms.

Designed with different atmosphere, Ibis is simple but modern stylish in

design, which offers the optimum comfort of services at the most affordable

price in its class. Hence, the guests can get assistance whenever they need it.

There are two levels too in Ibis which are very important, which are ground

and mezzanine floor. On the ground floor, there are: concierge counter, front

desk, luggage room, Rendezvous bar, LaTable restaurant, and lobby lounge.

And on the mezzanine floor, there are conference and meeting rooms.

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Novotel and Ibis hotels are located in the heart of Solo’s business so they

are close to tourists’ destinations, entertainment places, shopping areas,

cultural sites, Adisumarmo International Airport, Balapan Station, and many

more.

2. Brief History of Novotel Hotel Solo

Novotel Hotel is under Accor Management where head office is in

France, Europe. Novotel has opened as many as 400 hotels worldwide, with

15 of them are in Indonesia, and one of them is in Solo, Central Java. This

hotel has a very strategic location (because it is located in the center of Solo

city), which is on Slamet Riyadi Street number 272 Solo – Central Java

57131.

Novotel Hotel Solo was built by Mr. Ho Sundoro Hoesea, who has

business in automotive sector which is Sun Motor Group. Because his

business was very successful, he tried to run business in hotel industry with

his wife, Mrs. Imelda Thio. Then they negotiated with Solo local government

to purchase the land and establish a hotel.

Before Novotel Hotel was built, it was a bicycle market which was

located on Ngapeman crossroad. This hotel was built in 1995 on 11,266

square meter land, whereas the building covers 17,592 square meter land.

Novotel Hotel is inaugurated by Mayor of Solo, Mr. Imam Utomo on

September 18th, 1997. At the beginning of construction of Novotel Hotel

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Novotel Hotel Solo. However, this hotel could go through the monetary crisis

because of perseverance and good cooperation in team and management.

3. Brief History of Ibis Hotel Solo

Ibis Hotel was built by Mr. Ho Sundoro Hoesea in 2008 after Novotel

had been built and successful as four-star hotel in Solo. Ibis, which stands

beside Novotel and a three-star hotel in Solo, is located on Gajah Mada Street

number 23 Solo – Central Java 57131.

Before Novotel existed, Ibis was a “pendapa” (attached open veranda

that serves as an audience hall). And after Novotel has existed, Ibis was open

area which was used for parking area. Ibis is also under Accor Management.

4. Facilities at Novotel and Ibis Hotels

Types of rooms in Novotel and Ibis Hotels Solo are very different. The

types of rooms are:

a. Novotel Hotel Solo

This hotel has eight floors and 144 rooms. As an additional feature,

Wi-Fi can be accessed in all area of the hotel, including rooms. The special

facilities in Novotel are 24 hours room service and mini bar available in

each room. The explanations about the types of rooms are written below:

Standard Room

The room rate of this room is Rp 549.500,00 per night (including

breakfast for 1 person) and Rp 587.000,00 per night (including

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king size bed (180 m * 200 m) or twin size bed (two separate beds with

single size) and is equipped with parquet-flooring and bathtubs. And the

total of standard rooms is 115 rooms. The facility of this room is Wi-Fi

which can be accessed in the room.

Family Room

This room has extensive size, which is 32 square meters. This room

is suitable for a family and equipped with flat television (LCD), one

king size bed and one twin bed. It is located on 8th floor and there are 11

family rooms. The special things for this room are best city view and

compatibility for triple sharing. The room rate is Rp 636.000,00 per

night (including breakfast for 3 persons).

Executive Room

The number of this room is 11 rooms and all of them are smoking

room (guests are permitted to smoke in the room), equipped with king

bed and flat television (LCD). It is located on the 7th floor and also

special room, because it is equipped with the exclusive executive

lounge that is suitable for executives. Moreover, this area provides the

guests with complimentary massage treatment, refreshing snacks, Wi-Fi

access and also shoeshine service. There is also Guest Relations

Officers, who stand by from 7 a.m. up to 10 p.m. daily, fulfilling the

guest’s needs. The room rate of this room is Rp 644.500,00 per night

(including breakfast for 1 person) and Rp 682.000,00 per night

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commit to user Suite Room

This is the largest and most expensive room, with the size of 56

square meters in Novotel Hotel. The room rate is Rp 1.022.000,00 per

night (including breakfast for 2 persons). Suite room is equipped with

two flat televisions and two bathrooms. This room is very different

from other rooms because it has separate living room and bed room to

make greater privacy for the guest. The bathroom is completed with full

amenities, like separate shower and bathtubs for true relaxation

experiences. There are 6 suite rooms with smoking room available in

this hotel.

House Use

This room is always used by the General Manager of Novotel and

Ibis Hotels Solo because he always stays and lives in this room if he is

in Solo city. The size of this room is 112 square meters completed with

two beds, two bathrooms, mini kitchen, dining room, and living room.

It is located on the 7th floor in Novotel Hotel.

b. Ibis Hotel Solo

Ibis Hotel has 11 floors and 152 rooms. The rooms rates in Ibis are

cheaper than in Novotel but the facilities given are almost the same as

those in Novotel, so that most guests will choose to stay in Ibis. This hotel

is available in smoking rooms (located on the 3rd until 7th floor) and

non-smoking rooms (located on the 8th up to 11th floor). Like in Novotel Hotel,

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is room service available from 11 a.m. to 11 p.m. The explanation about

all of the types of rooms is written below:

Standard Room

There are 120 rooms available in Ibis Hotel. The room rate is Rp

350.000,00 per night (room only/excluding breakfast), Rp 416.500,00

per night (including breakfast for 1 person), and Rp 449.500,00 per

night (including breakfast for 2 persons). It is equipped with standing

shower for the bathroom and queen or twin size bed.

Deluxe Room

The size of this room is 28 square meters (each floor has 3 deluxe

rooms), equipped with complete amenities to make the guests stay more

enjoyable. And it has beautiful view because it has two side

glass-window; even some rooms have swimming pool view. Besides, it is

completed with standing shower for the bathroom and queen size bed

(big size bed). The room rate is Rp 370.000,00 per night (room only),

Rp 436.500,00 per night (including breakfast for 1 person), and Rp

469.500,00 per night (including breakfast for 2 persons). There are 24

deluxe rooms available in this hotel.

Family Room

This is the most extensive room in Ibis Hotel with the size of 32

square meters. The room rate is Rp 400.000,00 per night (room only),

Rp 455.000,00 per night (including breakfast for 1 person), and Rp

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rooms available in the hotel (each floor only has 1 family room). Each

room is equipped with bathtubs for the bathroom and one queen size

bed and one twin bed. Thus, this room is very suitable for a family stay.

The meeting rooms in Novotel and Ibis (Nobis) Hotels are also different

because they are different stared hotels. The meeting rooms in Nobis Hotels

are:

a. Novotel Hotel Solo (cocktail, theater, banquet, classroom, U-shape style)

Mendut Room (48 square meters)

Prambanan Room I and II (225 square meters)

Borobudur Room I, II, and III (600 square meters)

b. Ibis Hotel Solo (theater, classroom, U-shape, round table, cocktail style)

Sewu Room (53 square meters)

Pawon Room (53 square meters)

Kalasan Room (53 square meters)

Ratu Boko Room (102 square meters)

5. Other Facilities at Novotel and Ibis Hotels

There are other facilities in these hotels to support what guests need. The

supporting facilities are:

a. Restaurant

There are two restaurants in these hotels, which are Andrawina

Restaurant (at Novotel) and La Table Restaurant (at Ibis). At Andrawina

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are different every month) for the guests, such as: Bon Appetite Paris

(Monday), the Indonesian archipelago (Tuesday), Mediteranian Culinary

(Wednesday), Japanese (Thursday), Oriental Food Festive (Friday),

Lagoon Barbeque (Saturday), and Sunday Brunch (Sunday).

Andrawina Restaurant opens daily 24 hours and serves International,

Indonesian, and Asian cuisines in a relaxed atmosphere. It is located in the

lobby level. Like Andrawina Restaurant, La Table Restaurant also opens

for 24 hours and serves International, Indonesian, and also local delicacies

at affordable prices.

b. Bar

Saraswati Bar is located in Novotel and Rendezvous Bar is located in

Ibis. Saraswati Bar entertains the guests with live music and DJ

performance and also serves refreshing cocktails. It opens from 1 p.m. to

1 a.m. daily. Rendezvous Bar offers various refreshing drinks and hot

snacks for 24 hours daily.

c. Sun Pastry and Deli Shop

It is located in lobby lounge at Novotel as a perfect place to relax

during the day. It offers refreshing drinks and light snacks, as well as

French pastries, cookies, and bakeries. And it opens from 7 a.m. to 9 p.m.

d. Vino Wine and Spirits Shop

It offers selection of wine, spirit, and liquor, located next to

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commit to user e. Laundry and Dry Cleaning

It opens from 6 a.m. to 6 p.m. and serves laundry and dry cleaning

for clothes, jacket, scarf, tie, blanket, curtain, bed cover, etc. It is available

for both guests and public.

f. Swimming Pool

The two swimming pools in these hotels are Oasis and Lagoon.

Oasis is situated in the south side of Novotel Solo and opens from 6 a.m.

to 5 p.m. It has two separate pools, for both adult and children with a

maximum depth of 1.5 m. Unlike in Oasis, Lagoon opens from 6 a.m. to 7

p.m. This swimming pool is located between Andrawina Restaurant and

Ibis Solo, with two separate pools too for both adult and children with a

maximum depth of 1.7 m. These two swimming pools open daily for both

guests and public.

g. In Balance Fitness

There are various workout stations available, with aerobic and yoga

classes including guidance by professional trainer. It opens from 6 a.m. to

10 p.m. daily. They are located on the second floor in the spa building.

The fitness’s activities are personal training program, aerobic class,

karate, and table tennis (ping pong).

h. Vous Spa

Vous Spa offers a wide array of “true relaxation experiences”

deriving from Royal Javanese Technique combined with natural herbs for

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Ibis hotel (on the first floor). The facilities are Jacuzzi, steam room,

sauna, and reflexology.

i. Kapla Kids Club and Drug Store

Kapla is a place for children (3 to 8 years old) to play in a spacious

room. The main programs here are story-telling and movie time. And

kinds of the games are chess, puzzle, football, etc. It opens from 8 a.m. to

8 p.m. and is situated next to drug store. Besides, there is drug store which

provides what guests need. It is located across the Lagoon swimming

pool.

j. Arcade Shop

Novotel Hotel Solo is also equipped with a shopping arcade on the

ground floor in the left side. The guests can find souvenir shops, batik

shops, and Silk Air Office there.

k. Biz Center (Business Center)

It is located on the ground floor of Novotel (between Silk Air and

Dowa Bag) and opens daily from 7 a.m. to 11 p.m. Biz Center provides

services, such as tourist information, car rental, secretarial services, movie

rental, flight/train ticket, internet services, stationeries, etc.

l. Parking Area

There is spacious indoor and outdoor private parking area at Novotel

and Ibis Hotels, so the guests do not need to worry to park their vehicles.

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commit to user 6. Departments in Novotel and Ibis Hotels

Novotel and Ibis have many departments to operate the business. These

departments always co-operate each other to reach the goal. The departments

are:

a. Administration and General Department

There are General Manager, Executive Assistant Manager, General

Affair Manager, and Secretary General Manager in this department.

General Manager is the executive manager who has full responsibility for

managing and leading the hotel or resort (is kinds of hotel which is

located in beautiful scenery). General Manager always reports directly to

the hotel owner.

b. Front Office Department

Front office is a division which faces the guests directly. The duties

of this department are to handle the guests’ reservation, provide

information about the hotel, and serve what the guests needs. There are

operator, reception, bellboy, driver, and Guest Relations Officer.

c. Food and Beverage Department

Food and Beverage Division has duty to prepare, serve, and sell food

and beverages products to the customers. Food and Beverage consists of

Restaurant (Food and Beverage Service) and Kitchen (Food and Beverage

Product).

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Housekeeping division has duty to clean and maintain guests’ rooms

and public areas. Laundry itself has duty to provide the service of

washing, dry cleaning, and ironing the guests’ clothes and the hotel linen.

e. Marketing and Sales Department

This division has responsibility to sell and promote hotel’s products

to the customers. There are reservation and sales executive in this

department and both of them are under Director of Sales who directs and

controls sales executives and reservation clerks.

f. Accounting Department

Accounting Division has responsibility to back up everything related

hotel’s financial, for example transaction activities in hotel.

g. Human Resources Department

This division has a duty to help employees develop their personal

and organizational skills, knowledge, and abilities. HRD also provides

opportunities, for example training, career development, salary, employee

recruitment, etc. This department includes HRD (staff), security, and

health club (Spa and fitness).

h. Engineering Department

This division has responsibility to maintain and repair the hotel’s

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commit to user B. Accor Profile

1. Brief History of Accor Development

Accor is the world’s leading hotel and market leader in Europe. This

group focuses on two major international activities which are hotels branch

(Accor Hospitality) and corporate services firm (Accor Services). Accor

Hospitality has more than 4,000 hotels worldwide, ranging from economy to

luxury. By Accor Services, Accor also sold service vouchers to over 430,000

companies and institutions and 30 million users in 40 countries.

Accor chain was established by Paul Debrule and Gerard Pelisson in

1983. In the earlier before they established it, they founded the SIEH (Société

d'investissement et d'exploitation hôteliers) hotel group and opened the first

American-style Novotel hotel in Lille in 1967. In 1984, the Group, which had

restaurant tickets and hotels, changed its name to the Accor Group. Thus,

Dubrule and Pélisson were elected "Managers of the Year" by France’s Le

Nouvel Économiste magazine.

Accor, which is the biggest international hospitality and service network,

operates in 90 countries with nearly 145,000 employees. Accor has been

operating for 45 years with its goals never change, which are to provide

innovative and high-quality products to Hotel and its businesses keep pace

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2. Accor Hotels

Every hotel standing under Accor Management provides qualified

international standards with kinds of criteria. They also include

complementary brands (from luxury to budget), which are recognized and

appreciated around the world for their service quality. The premier brands

are:

- Luxury : Sofitel (five-star hotel)

- Upscale : Pullman and MGallery

- Midscale : Novotel, Suite Novotel, Mercure, and Adagio

- Economy : Ibis and Ibis Style (all seasons)

- Budget : Etap, Motel6, Studio6, and Hotel F1

3. Accor Values

Accor values have become a key of Accor’s success. For nearly 45 years,

Accor values have been shared and expressed every day by its 145,000

employees. These values provide supports and motivation for team members

to do transformation and development. The Accor values are:

 Innovation : becomes the trademark of Accor’s group.

 The Spirit of conquest : becomes the growth engine.

 Performance : becomes the key to the continued success.

 Respect : becomes the basis of all relationships.

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C. Communication Channels used in Novotel and Ibis Hotels Solo

Communication channels are used by Public Relations Officer as check

list to plan the activities of Public Relations. All communication channels are used

by Public Relations Officer in Novotel and Ibis Hotels Solo to be closer with

publics (both internal and external publics). The communication channels are:

1. Product

Products, which are provided by Novotel and Ibis Hotels Solo, are

divided into two, which are goods and services. Goods take forms of

packages for banquet and Food and Beverages. Besides the packages, outlet is

also included in product of these hotels. Kinds of the outlet are Saraswati Bar,

Rendezvous Bar, Andrawina Restaurant, and La Table Restaurant. All of

these places offer various kinds of products like foods and beverages which

are very tasty and elegant. In addition to goods, services are also included in

products. Among the services which are offered by Nobis Hotels, are rooms

(from standard room into suite room) and meeting rooms (from 48 square

meters to 600 square meters) for rent.

2. Literature

Literature is one kind of written communications. This communication

channel is also used by Novotel and Ibis Hotels Solo. The kinds of literature

are leaflet, brochure, newsletter, booklet, and factsheet. All of these literatures

are used as media to promote the hotel’s products and spread out the

information.

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It is used when there is a special event which is held by Nobis Solo, for

example Accor Sports Day in Manahan Sports Center. These hotels invited

journalists from Solopos, Joglo Semar, etc. The other example is when Nobis

Hotels launched their products in a way MICE Exhibition on April 21, 2011

in Borobudur Ballroom. Media relations are also used to present the products

by inviting journalists, for example is the introduction of Kapla Kids Club.

4. Permanent Media

The examples of this communication channel is the use of uniforms, which

are worn by staffs in Novotel and Ibis Solo (Front Office Department),

vehicles (bus and cars), building architectures, letterheads, etc.

5. Personal Presentation

This channel is always used by Novotel and Ibis Hotels when the sales

executives promote the hotel’s products to their customers. They usually

come to potential customers for doing presentation.

6. Impersonal Presentation

These hotels gave sponsorship for commercial companies by providing

rooms and services in Novotel and Ibis Hotels. For example Novotel and Ibis

Solo provided 5 rooms in each hotel when Bengawan Travel Mart took place.

7. Correspondence

There are two kinds of correspondence that are internal and external

correspondence. In internal correspondence, Sales Executive Officers

distribute BEO (Banquet Event Order) to all Departments to prepare

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information and the duties of each department. And the example of external

correspondence is thank you letter, confirmation letter, letter of intent

(usually called quotation letter), etc.

8. Advertising

In this communication channel, Ibis Hotel uses Tempo magazine to

advertise about Ibis Hotel. This advertisement contains of the room rate and a

little information about Ibis Hotel.

9. Point of sale

These hotels give special promotions to attract the guests, for example

Novotel and Ibis give special discount for the room rates, promo happy hours

for spa services, etc.

In this chapter, the writer will focus on literature as one of the

communication channels which is used most often, in this case newsletter and

brochure are discussed. The explanation is presented below:

a. Newsletter

Like the common use of newsletter, it is also used by Public Relations

Officer in Novotel and Ibis Hotels to provide information about the activities

in these hotels. Public Relations Officer and Sales Marketing use newsletter

as marketing strategy which is used to increase the sales of hotel’s products.

They usually give newsletters to the customers regularly while they are doing

sales call and exhibitions. Newsletters contain news and upcoming events of

the related hotels. The functions of newsletter are:

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It contains of some information about news and kinds of events in

Novotel and Ibis Solo. The examples are award achieved by Novotel Solo

in 2011, fasting break in Ramadhan, reforestation event on Merapi Slope

Boyolali on July 15, 2011, information about best employee of the month

and new staffs, staff promotion, etc. Besides, newsletter is also used to

inform readers about the change of the leader, for example the change of

General Manager Position (from Mr. Cyril Vourc’h to Mr. Thomas

Colbert).

- To promote products and facilities

Besides being used for spreading information, newsletter is used for

promotion too. The examples of promoting the products are kinds of

discounts in spa, fitness, laundry and dry cleaning, meeting package at

Novotel, etc. Newsletter is also used to inform special packages to

celebrate New Year Eve 2012 and Christmas, like Christmas Carol Dinner

(Rp 150.000,00 nett/person) and Fashion Masquerade (Rp 250.000,00

nett/person).

There are some strengths and weaknesses of newsletter; one of the

strengths is that the appearance looks interesting. It is because the layout of

newsletter is organized well. And the last is newsletter is published once two

months so that the news is always up-to-date. The weaknesses are the content

of newsletter is monotones and the information is not too complete.

The use of newsletter as one of the communication channels in Novotel

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newsletter has been achieved. The aims of using newsletter are providing the

news, information about events, and kinds of information for the staffs and

customers, so that they can follow up the up-to-date information in Novotel

and Ibis Solo.

The indicator of success of this media to communicate with external

publics is reservation for the meeting packages and kinds of facilities in

Novotel and Ibis Solo tend to increase every month. And for internal publics,

the staffs attended and joined kinds of events, like fasting break every Friday

during Ramadhan (Islamic fasting month), inauguration of the new General

Manager, reforestation on Merapi Slope Boyolali, etc. This indicates that

newsletters can convey information to the target audience.

b. Brochure

As brochures in general, brochures are also used to provide some

information, promote, and advertise the hotel’s products in Novotel and Ibis

Hotels Solo. Brochure itself is a type of leaflet which contains some pictures

about the hotels and kinds of facilities to attract the customers. Like

newsletter, brochures are given by sales marketing officers to the customers

when they do sales call and exhibitions. Besides, brochures are also available

for the guests in front desk at Novotel and Ibis Solo. The functions of

brochures are:

- To spread information

Brochure is used to convey information about Novotel and Ibis Hotels

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information of the hotels. By the information, customers and guests can

know where Novotel and Ibis are located, what these hotels have, how the

condition of the hotels is, why the guests and customers should choose to

stay in these hotels, etc. The examples of the brochure are Novotel and

Ibis Hotels Solo brochures.

- To promote products

Brochure is also used for promoting the hotels’ products. Brochure

contains kinds of explanations, discounts and costs of products. For

example there are various discounts in A-club member, swimming

membership, spa, fitness, laundry and dry cleaning, etc. In this case, the

writer analyzes A-Club Loyalty Card and MICE package brochures. The

explanations are provided as follows:

1. A-Club Loyalty Card Brochure

This brochure is used to present A-Club to the customers in such a

way that they become member of A-Club. A-Club Loyalty Card is a

kind of loyalty card in Accor Hotels, which is free for all customers or

guests. Registration for A-Club can be done through informing email

address when the customers check in and the system only earns the

points. The advantage is the members can spend their holiday to stay at

Accor Hotels worldwide.

2. MICE Packages Brochure

This brochure is used to promote MICE Packages to the customers.

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can choose the packages appropriately as their fancies and needs.

There are nine packages, which are bidden by Public Relations Officer,

like:

a. Exhibition Package

b. Traditional Wedding Package

c. Graduation Package

d. Chinese Wedding Package

e. International Wedding Package

f. Table Manner Package for Children

g. Table Manner Package

h. Birthday Package

i. Gathering Package

There are some strengths and weaknesses of the brochures. One of the

strengths is the contents are complete enough because information about

kinds of facilities and costs is included. And the last is the appearance of the

brochures looks quite interesting because the arrangement of the layout is

organized well. On the contrary, the weaknesses are the publication of

brochures is not done regularly so that it makes the information included not

up-to-date. It is because there are some brochures have not been up-dated for

5 years and the information are same with the old one.

Brochures are less effective media because the purpose of using

brochures has not been achieved yet. The purpose of this media is it can

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discounts and promotions, etc), so that the customers can understand and

know kinds of facilities and information in these hotels.

The indicators are there is an increase of using A-Club Loyalty Card. It

can be proved that the numbers of members in Novotel Solo are 3,696

members and 4,569 members in Ibis Solo. It seems that the customers

worldwide like staying and spending their holiday in Accor Hotels because of

the freshness and profit which are offered by Accor Hotels.

Different with A-Club brochure, MICE Packages brochure cannot

achieve the target. Even though there are kinds of reservation in the meeting

rooms and rooms, but there are only three kinds of packages which have been

sold like wedding packages, graduation package, and table manner packages

(MICE Packages have been presented in April 25, 2011).Besides, the reason

why the MICE Packages are not sold well because there is less cooperation

between Public Relations Officer and Sales Marketing in promoting these

packages to the customers. Public Relations Officer only works alone when

she offers and sells the packages to the customers

Based on the explanations, it can be summarized that in general, the use of

literature has been less effective in Novotel and Ibis Hotels Solo. Even though

there is increase in A-Club members, there are some weaknesses in using

literature. First, the use of MICE Packages brochure is not effective because

during 4 months there are only 45% of packages which have been sold. Second,

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contents of literature do not have a change or still monotones. So, if all of them

are paid attention, literature will be more effective in the future.

D. The Writer’s Proposal of Improvement in the Communication

Channel

Of Novotel and Ibis Hotels Solo

There are some proposals from the writer for the literature, as one of the

communication channels in Novotel and Ibis Hotels Solo. The proposal focuses

on literature because it is what the writer discusses more detail. Thus, these

proposals are used to improve the use of literature to be more effective and

attractive for the customers. There are two kinds of it, like:

a. MICE Packages brochure are distributed more widely in order that they can

reach out to the wider publics, increase the reservation (both in rooms and

meeting rooms), and gain a lot of benefits for the hotels. By those goals,

Public Relations Officer and Sales Marketing Officers have to work it

together so that it will establish close relationship among the staff and

employees, especially Public Relations and Sales Marketing Officers. The

indicator of success is the increase of the number of packages which are sold.

b. Novotel and Ibis Solo recruit a professional team of design graphics to make

and design kinds of literatures regularly, which are more attractive and

different than before. Moreover, this team has to make new rubrics so the

information will be more varied. The indicator of success is kinds of

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CHAPTER IV

CONCLUSION AND SUGGESTION

A. Conclusion

Novotel and Ibis Hotels Solo are the four-star and three-star hotels in Solo

which are famous among Solonese people. These hotels, which are under Accor

Management, are located in the heart of Solo City and they are situated side by

side. The writer did the job training in the Marketing and Sales Department of

Novotel Hotel and Ibis Hotel Solo for three and a half months. Based on the

discussion of the topic in the previous chapter, the writer gave two conclusions by

the objectives of this final project report. The conclusions are:

1. Literature is less effective media. The supported reasons are:

a. The aims of using newsletter have been achieved because the information

contained in newsletter gets to the target (customers and staff). This can

be seen from the increase in reservation for the meeting rooms and kinds

of facilities in Novotel and Ibis Solo every month (external publics) and

the attendance of staff in various events in these hotels (internal publics).

b. The totals of A-Club member increase, but MICE Packages are only sold

3 packages during 4 months. It can be said that brochures are less

effective media because the purposes of using brochures have not been

achieved yet. The other weaknesses of brochures is the publication is not

done regularly so that it makes the information included is not up-to-date.

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2. There are some proposals from the writer to improve the use of literature as

one of the communication channels in Novotel and Ibis Solo. The proposals

are:

a. MICE Packages brochure are distributed more widely s that it can reach

out to the wider publics, increase the reservation in both rooms and

meeting rooms, and get a lot of benefits for the hotels. Public Relations

Officer and Sales Executive Officers have to handle MICE Packages.

b. Novotel and Ibis Solo should recruit a professional team of design

graphics to make and design kinds of brochures, newsletter, leaflet, etc

regularly which contain of updates and interesting information.

B. Suggestion

Based on conclusion above, there are some suggestions to improve

Marketing and Sales Department performance. There are several suggestions from

the writer to:

1. Public Relations Officer in Novotel and Ibis Hotels Solo

a. The Public Relations Officer should interlace and enlarge communication

relationships with another media (example: TATV, kinds of newspapers,

etc).

b. For presenting the hotel’s products more through media to the customers,

Public Relations Officer should benefit media relations. Hence, kinds of

events or program which are related to promote and introduce Novotel