Starting A Conversation And Having A Small Talk With Foreign Guests When Becoming A Concierge Trainee At Hilton Hotel.

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Maranatha Christian University

ABSTRACT

Tugas Akhir ini memuat analisis masalah yang saya hadapi saat saya melakukan praktek kerja atau kegiatan magang di Hotel Hilton Bandung di bagian Concierge. Masalah tersebut adalah kesulitan memulai

percakapan dan obrolan dengan tamu asing selaku pekerja magang di bagian Concierge di Hotel Hilton Bandung. Tujuan dari Tugas Akhir ini adalah menemukan penyebab, akibat serta solusi untuk memecahkan masalah yang saya hadapi.

Ada beberapa penyebab masalah yang saya hadapi, diantaranya adalah saya tidak mengerti apa yang tamu asing ucapkan karena mereka berbicara bahasa Inggris sangat cepat, saya kurang percaya diri ketika berbicara dengan tamu asing dan yang terakhir saya kurang memiliki pengetahuan mengenai topik yang tepat diperbincangkan dengan tamu asing. Penyebab tersebut mempengaruhi kinerja saya saat melakukan praktek kerja di Hotel Hilton Bandung, diantaranya membuat saya seperti tidak memahami bahasa Inggris, saya terlihat canggung saat

berkomunikasi dengan tamu dan saya tidak dapat membangun hubungan yang baik dengan tamu.

Setelah melakukan beberapa observasi dan menganalisis masalah yang dihadapi, saya menemukan tiga solusi yang dapat memecahkan masalah saya. Solusi yang pertama adalah saya akan berkonsultasi dengan staf hotel dan supervisor saya mengenai masalah yang saya hadapi dan meminta beberapa saran dalam memulai obrolan dengan tamu. Solusi yang kedua adalah saya akan meningkatkan kemampuan bahasa inggris saya secara lisan. Dan solusi yang ketiga adalah saya akan berinisiatif memulai percakapan dan obrolan dengan tamu asing yang saya temui. Solusi yang saya temukan ini memiliki beberapa dampak positif dan negatif.

Dari ketiga solusi tersebut, saya menggabungkan ketiganya untuk memecahkan masalah saya dalam memulai percakapan dan obrolan dengan tamu asing saat menjadi pekerja magang di bagian Concierge

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APPENDIX A :

FLOWCHART

Problem:

I have difficulty in starting conversation and having small talk

with foreign guests when becoming a Concierge trainee at

Hilton Bandung. Cause 1: I did not understand

what the foreign guests said as they spoke fast.

Cause 2: I lacked confidence when talking with foreign guests.

Cause 3: I did not have sufficient knowledge about suitable topics when speaking with foreign guests.

Effect 1: I seemed incapable of understanding English. Effect 2: I might seem socially awkward in communicating with the guests.

Effect 3: I could not make a good relationship with the guests.

Potential solution I: I will consult the senior hotel staff

and my supervisor about my problem or find some tips in having

small talk from the internet. Potential Negative Effects:

1. I might only get advice and

information without applying it at work. 2. I might disturb the

hotel staff and my supervisor.

Potential Positive Effects: 1. I will get useful advice

and information about starting conversation and having small talk with foreign guests. 2. I will be accustomed

to receiving input from others.

Potential Solution II: I will practise my speaking skills by

starting conversation and having small talk in English with other

hotel staff and my supervisor. Potential Negative Effects: I will practice small talk immediately when facing foreign

guests. Potential Negative Effects:

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APPENDIX B:

LIST OF INTERVIEW QUESTIONS

1. Menurut Kak Gema, small talk atau memulai perbincangan dengan

tamu itu penting atau tidak?

2. Apakah Kak Gema pernah memiliki kesulitan membuka atau

memulai permbicaraan dengan tamu?

3. Saran apa yang dapat memecahkan masalah tersebut?

4. Menurut saya solusi untuk memecahkan masalah saya dengan

saya bertanya kepada staf lain dan supervisor di hotel bagaimana

memulai small talk atau pembicaraan dengan tamu. Menurut Kak

Gema, dampak positif apa yang akan saya dapatkan?

5. Dampak negatif apa yang akan saya dapatkan bila saya bertanya

pada staf atau atasan di hotel?

6. Misalnya saya meningkatkan conversation skill dengan banyak

berlatih dengan staf hotel lainnya dan supervisor maka dampak

positif apa yang akan saya dapatkan?

7. Dampak negatifnya apa Kak Gema?

8. Saya berfikir bagaimana kalo saya langsung aja mempraktekannya

jadi langsung ngajak ngobrol tamu kaya coba coba gitu, nanti

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9. Sedangkan dampak negatifnya apa Kak Gema?

10. Apakah Kak Gema ada saran atau masukan untuk saya mengenai

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APPENDIX C:

TRANSCRIPTION OF THE INTERVIEW

Yunny : Kak Gema terimakasih atas waktunya, bolehkah saya

memulai wawancara saya?

Gema : Boleh, silakan.

Yunny : Saya memiliki kesulitan memulai pembicaraan dan

membuat small talk dengan tamu, di sini saya akan

menanyakan beberapa pertanyaan yang bersangkutan

dengan masalah saya. Apakah Kak Gema keberatan?

Gema : Tentu saja tidak.

Yunny : Baiklah. Menurut Kak Gema small talk atau memulai

perbincangan dengan tamu itu penting atau tidak?

Gema : Ya, menurut Gema itu sangan penting. Small talk itu seperti

percikan-percikan, pancingan atau sebuah permulaan untuk

membangun hubungan dengan tamu.

Yunny : Oh ok Kak Gema, lalu apakah Kak Gema pernah memiliki

kesulitan membuka atau memulai pembicaraan dengan

tamu?

Name of interviewer : Yunny Yoswara

Name of respondent : Gema Guna Buana

Day & date of interview : Sunday, October 21, 2012.

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Gema : Iya pernah karena awalnya Gema gak percaya diri, tidak

percaya dirinya karena dua hal, yang pertama topik yang

harus dibicarakan, Gema harus mengetahui informasi atau

topik apa yang saat ini dapat dibicarakan dengan tamu. Dan

yang kedua karena kurangnya pengalaman di dunia

perhotelan saat pertama kali memasuki dunia perhotelan.

Yunny : Saya setuju dengan Kak Gema, saya juga mengalami hal

itu. Lalu, menurut Kak Gema saran apa yang dapat

memecahkan masalah tersebut?

Gema : Hmm perlu adanya peningkatan tentang topik yang sedang

hangat diperbincangkan, nada berbicara kita saat mengobrol

dengan tamu harus ramah, cara penyampaian yang sopan

dan ramah dan pintar membaca situasi tamu apakah tamu

tertarik untuk mengobrol atau tidak, apakah tamu suka

dengan topik yang diperbincangkan atau tidak.

Yunny : Ok, saya mengerti. Menurut saya, solusi untuk

memecahkan masalah saya dengan saya dapat bertanya

staf lain dan supervisor di hotel bagaimana memulai small

talk atau pembicaraan dengan tamu. Menurut Kak Gema

dampak positif apa yang akan saya dapatkan?

Gema : Dampak positif yang akan Yunny dapatkan, Yunny akan

membiasakan diri mendapatkan masukan dari orang lain

tentu saja masukan yang membangun kemajuan Yunny di

dunia kerja, ya misalnya di bidang komunikasi yang

merupakan kseulitan kamu. Yunny juga akan mendapatkan

solusi yang baik dari orang-orang yang berpengalaman di

dunia perhotelan. Nantinya, Yunny akan terbiasa mengobrol

dengan tamu.

Yunny : Lalu, dampak negatif apa yang akan saya dapatkan bila

saya bertanya pada staf atau atasan di hotel?

Gema : Hmm kalo menurut Gema, bertanya itu kurang baik karena

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mengalaminya karena pengalaman itu akan lebih baik

dibanding bertanya tanpa dilakukan seperti talk less do

more. Yunny juga bisa menggangu kinerja staff lain yang

sedang bekerja.

Yunny : Oh gitu yah Kak Gema i see i see, kalo misalnya saya

meningkatkan conversation skill dengan banyak berlatih

dengan staf hotel lain dan supervisor maka dampak positif

apa yang saya dapatkan?

Gema : Itu bagus Yun, nantinya Yunny akan lebih percaya diri,

percaya diri di segala hal seperti yang tadi Gema katakan.

Yunny juga bisa dengan mudah mengajak ngobrol tamu.

Yunny : Kalo dampak negatifnya apa Kak Gema?

Gema : Menurut Gema meningkatkan conversation skill dengan

berlatih itu bagus cuma nanti staf lain bingung kok kamu

latihan speaking sama staf lain padahal kamu kan jurusan

Bahasa Inggris, dan supervisor yang kamu ajak ngobrol

belum tentu tau speaking English yang bener kaya gimana.

Kamu malah bisa dapet masukan atau koreksi yang salah.

Yunny : Terus saya juga berfikir gimana kalo saya langsung aja

mempraktekannya jadi langsung ngajak ngobrol tamu kaya

coba - coba gitu. Nanti dampak postif apa yang saya

dapatkan?

Gema : Yunny jadi lebih berani, berani ambil resiko juga kan

langsung dipraktekin jadi siap dengan semua konsekuensi

yang ada. Yunny juga jadi bisa membangun hubungan yang

baik dengan tamu. Tamu hotel nanti menganggap Yunny itu

staf yang ramah dan tamunya jadi inget sama Yunny. Mau

nanya dampak negatifnya juga?

Yunny : Hehehe iyah.

Gema : Kalo negatifnya menurut Gema, tar Yunny jadi ngerasa

udah bisa, ngerasa Yunny udah lebih baik dan pinter dari

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sendiri dan team karena kerja di bagian front office itu kerja

sama team nya harus bagus. Hmm terus nanti kalo Yunny

coba nanya - nanya ke tamu taunya tamunya ga suka sama

pertanyaan yang Yunny tanyain. Ini solusi ada bagus sama

jeleknya.

Yunny : Iyah sih yah Kak Gema nanti si tamu ngomel bahaya itu

hehe. Terus, apakah Kak Gema ada saran atau masukan

untuk saya mengenai masalah ini?

Gema : Ya, menurut Gema Yunny harus banyak bertanya informasi

ke banyak orang, ke team member hotel, trainee yang lain,

ke supervisor juga boleh, ke orang – orang yang udah

berpengalaman. Terus kalo udah bertanya harus dipraktekin

sesuai dengan isi Hilton Value yang Now. Hmm terus Yunny

juga harus meningkatkan pengetahuan tentang cara

penyampain saat berbicara dengan tamu, nadanya harus

gimana, pinter cari topik dan baca situasi tamu. Saran Gema

itu aja sih.

Yunny : Baiklah Kak Gema, nanti saya praktekin yah, talk less do

more hehehe. Makasih banyak yah Kak Gema, maaf

ngerepotin. Maksih saran dan masukannya. Makasih

waktunya juga buat wawancara.

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CHAPTER I

INTRODUCTION

A. Background of the Study

Hospitality industry in Bandung is growing rapidly, along with the

establishment of some new hotels. Therefore, some hotels in Bandung are

in a race to become the number one hotel in Bandung and be the first

choice hotel when local and foreign tourists visit Bandung. In my opinion,

to be the first choice hotel, hotel staff should build a good relationship with

the guests, such as making friendly conversations with the guests and

giving the best service to make the guests feel comfortable at the hotel.

Therefore, communication skill is important for a hotel staff. James states

that, “Hospitality communication in the workplace is always an important

issue which is constantly addressed by employers and staff alike” (par. 1).

Furthermore, in an article entitled “Small Talk for Assistant

Housekeepers”, it is explained, Communication skills can give hotel staff

some positive aspects ;such as discover what the guest needs, get some

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them (par. 4). Based on those quotations, it can be seen that the

communication between the hotel staff and the guests is important.

Referring to hospitality communication, I had a similar experience when

doing my internship at Hilton Bandung Hotel (henceforth HBH) as a Front

Office Department staff. The Front Office Department is divided into several

outlets: Executive Lounge, Concierge, Magic and Front Desk and Guest

Relation. I did my internship for three months (one month in each outlet). I

have some tasks when becoming a Concierge trainee. The tasks are

managing and keeping baggage of guests, being a greeter in the lobby, giving

some information to the guests, escorting the guests to their room, ordering a

taxi for the guests and fulfilling all the guests’ needs.

As a concierge trainee, I have some problems in communication skills; one

of the problems is starting a conversation and having a small talk with foreign

guests when meeting and escorting the guests. The senior staff, Mr. Gema,

told me to initiate conversations with the guests because it would be the

beginning of connection with the guests. As Carducci states, “Small talk is not

merely a way to pass time or impress others - it is the first step to take when

making connections with other people . . . ” (1). However, I was confused

about how to start the conversation and choose the suitable topics of

conversation. Moreover, I did not have confidence when talking with foreign

guests from China and Australia. Most of the foreign guests were speaking

English but it was difficult to understand what the Australian’s guests said,

because they spoke English quite quickly and it was difficult to grasp what

they said. Meanwhile, the foreign guests from China had difficulty in

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with the guests. This problem is important to discuss because it influences my

working performance as a Concierge trainee at HBH.

Based on the above explanation, I would like to discuss my difficulty in

starting a conversation and making a small talk with foreign guests when

becoming a Concierge trainee at HBH. This term paper contains some

potential solutions to solve the problem, and I believe that the solutions can

be useful for people who have the same problem as mine when doing an

internship at the hotel.

B. Identification of the Problem

The problem that will be analyzed is formulated in the following questions:

1. Why did I have difficulty in starting a conversation and having small talk

with foreign guests when becoming Concierge trainee in HBH?

2. How did my problem influence my working performance?

3. How should I overcome the problem?

C. Objectives and Benefits of the Study

The objectives of the study are to find out the causes and effects of the

problem and to present the best solutions to solve the problem. The benefit of

this study for me as a writer is I can learn how to start conversation with

foreign guests. As for the readers, they will learn some information about

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get some knowledge to help other trainees who have the same difficulty in

starting conversations or making small talks with foreign guests.

D. Description of the Institution

In the article entitled “Bio True Story”, it is stated that, “The founder of

Hilton International is Conrad Nicholson Hilton. He is an American hotelier

who established the Hilton Hotel chain. He was born on December 25, 1887

in San Antonio, New Mexico” (par. 3). Based on the information from “About

Hilton Worldwide”, Hilton group consists of Hilton, Hilton Garden Inn, Hilton

Grand Vacation, Home 2 suite, Home Wood Suite, Hampton, Embassy Suite,

Double Tree, Conrad and Waldorf Astoria. Conrad had a dream, and that

dream was turned into a vision of Hilton Hotel. The vision is “To fill the earth

with the light and warm of hospitality”. To achieve that vision, Hilton Hotel has

a mission, that is, “To be the first choice of guests, team members and

owners alike” (1).

Based on the information that I got from my supervisor in the Executive

Lounge outlet, Mr. Julius Haryanto, “Hilton Bandung Hotel was established on

March 21, 2009. The owner of the HBH is Mr. Tatang Heriawan. The land

used to build HBH was originally a tennis court. HBH is located in the city

center, H.O.S Tjokoraminoto Street number 41-43, and it is near Bandung

train station and Husein Sastranegara Airport”.

Furthermore, in the “Hotel General Information” it is stated, “HBH has 118

deluxe type rooms, 45 executive rooms, 19 executive plus rooms, 3 junior

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equipped with several facilities such as 3 restaurants (Purnawarman,

Caffecino, Fresco and Magma), 3 ballrooms, 9 meeting rooms, a fitness

centre, a swimming pool, sauna and spa.”

E. Method of the Study

In order to solve the problem, I have collected data to support the analysis.

The data are from library research and field research (interview and

observation). The written data is obtained in the books or electronic sources.

The field research is based on my internship experience as a Concierge

trainee in HBH, the observation, which is recorded in my internship journal,

and the interview with my supervisor.

F. Limitation of the Study

The focus of this study is solving the difficulty of starting conversation and

having small talk with foreign guests when becoming a trainee at Concierge in

HBH. The period of my internship is three months, starting from June 18 until

September 9, 2012. As a trainee in the Front Office Department (concierge)

at HBH, my working hours is divided into three shifts. The subject of research

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G. Organization of the Term Paper

The term paper starts with the Abstract, which is the summary of the term

paper in Indonesian. The second is Acknowledgments and Table of Contents,

followed by the four chapters. The first chapter is the Introduction, it contains

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

Benefits of the Study, Description of the Institution, Method of the Study,

Limitation of the Study, and Organization of the term paper. The second

chapter is Problem Analysis, the third chapter is Potential Solutions, and the

fourth chapter is the Conclusion of the term paper. After that, there is a

Bibliography which lists the data sources to support the research. And the last

part is the Appendices, containing flowchart, interview questions and interview

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CHAPTER IV

CONCLUSION

As a trainee at Concierge outlet in HBH, I have some problems in

communication skills. One of the problems is starting conversation and

having small talk when meeting and escorting the guests. The causes of

the problem are I did not understand what the foreign guests said as they

spoke fast, I lacked confidence when talking with foreign guests, and the

lastly I did not have sufficient knowledge about suitable topics when

speaking with foreign guests. Besides this, the problem has some effects,

namely I seemed incapable of understanding English, I might seem

socially awkward in communicating with the guests, and I could not make

a good relationship with the guests. Therefore, I have to find some

potential solutions to solve my problem because the problem influences

my working performance. I found three potential solutions that might solve

my problem. First, I will consult with hotel staff and my supervisor about

my problem or find some tips in having small talk from the internet. The

second solution is I will practise my conversation skills by starting

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supervisor. Third, I will practice small talk immediately when facing foreign

guests.

The best solution to solve my problem is combining the three potential

solutions that I have mentioned before. Those are I will consult and ask for

the tips, practise it with the hotel staff and my supervisor and lastly apply it

by practicing conversations and small talk with foreign guests.

There are some reasons for choosing the three potential solutions. I

choose to combine the solutions because all of the three solutions can be

a step-by-step solution. Therefore, it could be more effective to solve my

problem. First, I consult my problem with people who are experienced to

solve the problem. After asking and consulting them, I will apply the

solution. Lastly, I have to take action to start conversation with foreign

guests. Nelson believes that some steps to solve problems in the

workplace are listening and applying the ideas from colleagues by

practicing them frequently (16). Thus, I will be able to start conversation

and have small talk with foreign guests after applying the three potential

solutions.

To sum up, the difficulty in having small talk might be solved by

combining the three potential solutions. Having small talk with hotel guests

is important to build a good relationship with hotel guests. Showing

hospitality by having small talk can make the hotel be the first choice for

guests. The guests will be satisfied with the service and feel comfortable to

stay in the hotel. Therefore, I suggest that the hotel staff in HBH have

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BIBLIOGRAPHY

Printed Sources

Carducci, Bernardo. J. The Pocket Guide to Making Successful Small

Talk. New Albany : Pocket Guide Publishing Reader Services, 1999.

Hotel General Information. Trainee Information.

Nelson, Bob. 1001 Ways to Take Initiative at Work. New York: Workman

Publishing Company, 1999.

Electronic Sources

“Bio True Story”. Biography.com. 2012. 7 October 2012.

<http://www.biography.com/people/conrad-hilton-9339383> .

Clapper, Tara.M. “About Small Talk”. eHow.com. 1999. 7 October 2012.

<http://www.ehow.com/about_4602917_small-talk.html>.

Hilton Worldwide. 7 October 2012.

<http://www.hiltonworldwide.com/about/history/ >.

James, Leith. “The Importance of Excellent Hospitality Communication”.

EzineArticles.com. 8 July 2010. 12 September 2012.

<http://ezinearticles.com/?The-Importance-of-Excellent-Hospitality-

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Mitchell, Jon. “How to Make Easy Conversation”. eHow.com. 2009.

8 Ocotber 2012. <http://www.ehow.com/how_6974441_make-easy-

conversation.html>.

Murphy, Peter. “6 Great Small Talk Topics for Every Situation”.

EzineArticles.com. 25 June 2007. 12 September 2012.

<http://ezinearticles.com/?6-Great-Small-Talk-Topics-for-Every-

Situation&id=660857>.

Real, Royane. “Do You Need to Upgrade Your Small Talk Skills?”

EzineArticle.com. 9 November 2009. 12 September 2012.

<http://ezinearticles.com/?Do-You-Need-to-Upgrade-Your-Small-Talk-

Skills?&id=3237250>.

“Small Talk for Assistant Housekeepers”. www.housekeeping-office.com.

2011. 12 September 2012. <http://www.housekeeping-

office.com/housekeeping/923-newsletter-2011-02/134-small-talk-for-

assistant-housekeepers.html>.

“Small Talk : Who, What, Where, When, Why?”. EnglishClub. 2007.

8 October 2012. <http://www.englishclub.com/speaking/small-

talk_wh.htm>.

Interview