i Maranatha Christian University
ABSTRACT
Tujuan Tugas Akhir ini adalah untuk membahas masalah yang saya hadapi saat melaksanakan kegiatan magang sebagai operator hotel di Hotel Hilton Bandung. Masalah yang saya hadapi adalah kesulitan dalam memahami nama-nama makanan dan minuman yang tertera di menu pada saat saya bekerja sebagai operator Hotel Hilton. Masalah ini sangat menarik untuk dibahas karena masalah ini juga dapat terjadi pada staf-staf lain sebagai operator hotel yang baru.
Dalam Tugas Akhir ini juga dianalisa sebab dan akibat dari masalah yang saya hadapi. Penyebabnya adalah karena saya baru pertama kali bekerja sebagai operator hotel dan merasa gugup, saya tidak terlalu mengenal sebagian nama-nama makanan dan minuman dalam menu, dan saya tidak bisa menangkap kata-kata dengan cepat dan benar ketika saya menerima pemesanan makanan atau minuman dari para tamu melalui telepon. Akibatnyaadalah saya salah mengerti dalam mendengar dan menulis nama-nama menu, saya dapat mengganggu staf lain dan mendapatkan keluhan dari mereka, dan yang terakhir para tamu hotel akan menunggu lebih lama jika memesan makanan atau minuman sehingga mereka akan menyampaikan keluhan kepada saya.
Ada beberapa pilihan solusi untuk masalah yang saya hadapi yang dapat diterapkan dengan menelaah dampak baik positif maupun negatif. Berdasarkan hasil analisis, ada tiga pilihan solusi, yaitusaya
Maranatha Christian University
iv
TABLE OF CONTENTS
ABSTRACT...
DECLARATION OF ORIGINALITY...
ACKNOWLEDGEMENTS...
TABLE OF CONTENTS...
CHAPTER I. INTRODUCTION... A. Background of the Study
B. Identification of the Problem
C. Objectives and Benefits of the Study D. Description of the Institution
E. Method of the Study F. Limitation of the Study
G. Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS...
CHAPTER III. POTENTIAL SOLUTIONS...
CHAPTER IV. CONCLUSION...
BIBLIOGRAPHY
APPENDICES:
A. FLOWCHART
B. EXAMPLES of the MENU at HILTON HOTEL BANDUNG
C. FORM of ROOM SERVICE ORDER at HILTON HOTEL
BANDUNG
i
ii
iii
iv
1-6
7-11
12-16
APPENDIX
A: FLOWCHART
Effects:
1. I may misunderstand the names of the food and beverages listed in the menu.
2. I may disturb the room service staff and they will complain to me.
3. The hotel guests may wait too long and complain to me.
Causes:
1. I feel nervous when answering the phone from the Hilton Hotel guests.
2. I am not familiar with the various names of the menus at Hilton Hotel.
3. I cannot catch the words properly and quickly when I listen to the guests’ order on the phone.
Problem:
As an operator, I had difficulties in
understanding the names of the food and
beverages listed in the menu at Hilton Hotel.
Potential positive effects: 1. The room service staff will be able to understand me when I inform the guests’ order.
2. I can increase my listening skills by listening to the recording at home.
Potential negative effect: 1. The staff at Hilton Hotel may feel disturbed if I ask them the same questions frequently.
Potential Solution 1: I study the names of the food and beverages by reading the list of names on the menu.
Potential Solution 3: I ask the staff who know how to pronounce the names on the menu correctly and record them.
Potential Solution 2: I ask the names of the food and beverages listed on the menu to the staff who have the knowledge about the menu during the break time.
Potential negative effect: 1. I might not know the words which the hotel staff says.
Potential positive effects: 1. I can increase my knowledge about names on the menu.
2. I can avoid making mistakes when listening to the guests’ orders.
Choose Solutions:
I study the names of the food and beverages by reading the list of names on the menu at Hilton Hotel, I ask the names of items on the menu to the staff who have the knowledge about the menu and ask them how to pronounce the names on the menu correctly and record them during the break time.
Potential positive effect: 1. I will know how to write the names of the food and beverages listed in the menu.
APPENDIX
B
EXAMPLES of
the
MENU
at
HILTON
HOTEL
BANDUNG
u,\)
z
rgg
u, 14 lIJ LI H AL UJ o *#*Ee= vk'Jf; Ee
E8s
tt*
:lt'J x
ta-E8B
€*e
g€;
E8gg{e
c o':
uEt
E Ec
Esa
*teE c'=
YEE h;6 E3s rt gd ,19 e ;di 5E B ?)-r9 Ed 6E & != cq
z nv,
6E: E.TE i-c= E:> i,i'E * Ei
r-E d E1.s
sFl
,3 ;d IE aL
a)f\
:+, L tJ o-G-t'.
'!&
{'
L/
e 1e FI ES qG =F Ss it !!il
EI €s J€ iE 9,s E\ = a$E
Er.
:i' ;s !'5 HgErEi
-a*
F5
sf
at &E5n
*,3 ES !is rx @t '+r Di .ss, F€ Ell dh\ a l!t:s
7::E
fii t. !-* I gi€
sII gr'E
5S t
I
FgE
i
3'E_t
!
.s-.
LE
EE
E *E
; hE
EEi
!E5
1"3i
Jc6
E:-g
:-s 3
9=.9 Ele
{ii
EE EE €iz ii
€t€
s 4iEfiE
!t;'
: Eoq-i'€
i:_g
?!;
9=.e 4t.ts €El 5E ogg €i €f;€
e iE ESF
E€-6'
I .eg
;os E!€
?.!:
;=.3 Ete {EE EE' og + .t :t ?q g.E E* i: eSFEE F
EI .!r*! 6S 3.s rt €s 'rl 3d BE ri 5; E€ EF 3{ E a E$E{ ES
3--t-
---g
3$s fgE
E
ei
DR1NK
I,IST
Aperitif and Bitters
Martini Bianco, Martini Rosso,
MartiniExtra Dry, Campari, Pimm,s No.l
Port & Sherry
Tio Pepe Fine Shery, Craham Ruby Port
Liqueur
Baileys, Kahlua, Tia Mari4 Cointreau,
Malibu, Amaretto, Southem Comfort,
Galliano, Sambuc4 Drambuie, Hypnotic
Liqueur, Frangelico, Apricot Brandy,
Green Mint, White Mint, Crdme de Cassis, Crdme de Cacao White, Orange Curacao
Gin
Gordon's
Premium Gin
Tanqueray, Bombay Saphire
Vodka
Smimoff Red, Stolichnaya. Finlandia
Abso
. . lue
Premium Vodka
Grey Goose
Rum
Havana Club, Bacardi Light
Myers Original Blue
Tequila
Jose Cuervo, Pepe Lopez
Canadian
Canadian Club
Bourbon
Jack Daniels, Jim Beam
Irish
Old b---,mills
Blended Scotch
J&B Rare Blend
Johnnie Walker Red Label Chivas Regal 12 years Johnnie Walker Black Label
Super Premium Scotch
Johnnie Walker Blue Label
Single Malt
Glenmorangie 10 years old, Macallan 12
Brandy
St Remy Napoleon VSOP
Cognac 77 98 64 71 64 61 77 340 120
Fremium Beer
arlsberg
Heineken 400m1
-71
Cocktails
ir Royal With Crdme de Cassis With Cognac, Angostura Bitter and Sugar Cube
With Whisky, Apple jc and Honey
With Tequil4 Orange jc and Honey
Gin or Vodka and Dry Vermouth lemon twist or Green C)live
Classic
Bubbles uck's Fizz
Cocktails
lassic Martini
Goose Martini
Martini Martini
ychee Martini Vodk4 Lychee Liquor and Lychee Vodka, Apple and Lime
Absolut Blue, Melon Liqueur, Lemon Juice
Triple sec, Vodka, Orange Cranberry White Rum, Triple sec, Pineapple, Cranberry
Vodka" Baileys, Hazelnut Syrup and Cream
Vodk4 Baileys, Hazelnut Syrup and Cream
Vodk4 Cherry Brandy, Orange jc Triple sec
and Soda
Vodka, Lemongrass, Lime jc, Simple Syrup
Kahlu4 Cointreau, Baileys
Vodka Tomato jc, Lemon jc Seasoning
Vodk4 Fresh Lime, Brown Sugar,
Sweet&Sour
Vodka, Triple sec, Lime and Cranberry
Light Rum, Triple sec,
Sweet&Sour or with your choice
of: Strawberry, Banan4 Pineapple, or Mango
Dark Rum, orange Curacao, Grenadine, Pineapple, Orange and
Lime jc
Tequil4 Cointreau, Lime or
With your choice of: Strawberry, Banana, Pineapple or Mango White Rum, Mint Leaves, Fresh Lirne, Brorvn sugar, Soda
Rum, Pineapple, Malibu and Coconut Cream
Gin, Cherry, Grenadine, Lernon Soda Vodka, Rum, Tequil4 Cointriau, Lemon jc, Coca Cola
Apple Martini
Melon - Tini
Favourite's Fresco Rosso
talian Breeze
Ken Arok
Dedes
Lava Blaster
Pranala
Cocktails B-52
Bloody Marry
rosca litan uiry Mai Margarita lto Colada
in Sling
Island Iced Tea
Beer
,Bintang, lleineken
Coffee Liqeur Caribbean Coffee Calipso Coffee
Irish Coffee
Royal Coffee
agma Signature
Cola
Black Forest
Coffee
Soda
Liqueur, Fresh Cream
Kahlua Fresh Cream and
Double Espresso, Col4 Vanilla Ice Cream
Double Espresso, Dark Chocolate,
Vanilla Fresh Milk and
Whipped Cream
Double Espresso, Mascarpone cheese, Vanilla and Whipped Cream Espresso, Chocolate Ice Cream, Fresh Cream and Soda
Mango, Strawberry and Orange jc
Strawberry Fruit, Pineapple, Orange, Cream and Honey
Fresh Strawberry, Cranberry ind
Sweet&Sour with Sprite Fresh Lime and Honey lvith
Soda Water
Lemon, Soda and Simple Syrup Sprite, Grenadine, Cherry
Double Espresso. Cola,
Vanilla Ice Cream
Double Espresso, Dark Chocolate,
Vanill4 Fresh Milk and Whipped Cream
Double Espresso, Mascarpone cheese, Vanilla and Whipped Cream Espresso, Chocolate Ice Cream, Fresh Cream and Soda
Fresh Brewed Black, Decaffeinated, Esprcsso
a Signature
Cola
with Dark Rum
with TiaMaria
r.vith Irish Whisky with Cognac
I
lFresh Seasonal Juices
Strawberry, Watennelon, Banana, Honeydew Melon
Papay4 Banana
Sunkist
Natural Juices
Apple, Pineapple, Guava, Mango omato, Apple, Lemon, Cranberry
Ilealthy Juice
Detox, Ginger, Apple Green, Carrot, Orange
Romantic Enhace, Celery, Apple Green,
cium Boost, Apple, Carrot
Drinks
Coco Cola, Diet Coke, Sprite, Fanta Orange,
inEpr-ale, Soda Water, Tonic Water, Bitter Lemon
Mineral Water
Aqua Equil Natural
Equil Sparkling
vian Small
Large
ua Panna Srnall Panna Large
Pellegrino Small Pellegrino Large
thies
Banana, Mango, Strawberry, Forest Berry
, Chocolate, Vanilla, Cookies and Crcam
51 4l Coffee Soda Moektails antasy
- Ade
Honey - Ade
Lemon Squash
Shirley Temple
330 ml
380 ml
380 ml
330 ml
1.500 ml
250 ml
750 ml
330 ml
250 ml
750 ml
t9 35 40 45 80 45 80 45 45 80 51
be and'feas ffee
Double Espresso
Coffee
Caf6 Latte, Cafe Mocha,
Blended Drinks
Mocha, Hazelnut, Chocolate Minl, Cookie,
Caramel, Green Mint
Iced Coffee
Fruit lllocktails Fantasy Sensation
- Ade
Honey - Ade
Leruon Squash
Shirley Tcmple
Mango, Strarvberry aud Orange jc Strawberry Fruit, Pineapple, Orange, Cream and Honcy
Fresh Strawberry, Cranberry and
Sweet&Sour with Sprite
Fresh Lime and Honey rvith
Soda Water
Lemon, Soda and Simple S1.rup
Sprite, Grenadine, Cherry
ino, Cafe Late, Caf€ Mocha, Hazelnut, Caraurei
Fine Teas by The Pot
Grey, English Breakfast, Pure Camornile,
and Wide Selection of Flavoured Teas
Exotic Infusions
ced Tca
Maranatha Christian University
1
CHAPTER I
INTRODUCTION
A. Background of the Study
Being a hotel operator is important in hotel industry. A hotel operator
has significant roles in influencing the image of the hotel and increasing
the satisfaction of the hotel guests. Balle states, ”A hotel operator is
another name for a hotel manager. This hospitality employee is
responsible for managing the day-to-day issues of a hotel” (par.1). A hotel
operator at Hilton Hotel Bandung is managing what the guests need by
phone, therefore, he or she can function as a hotel manager also. Darsono
explains that a hotel operator delivers service by phone, including city
calls, long distance calls, and overseas calls, with a polite and friendly
voice, and he adds that she or he must have sufficient language skills
(26-27). Moreover, Darsono underlines that the ability to communicate
effectively by phone is required for a hotel operator and they should also
be able to operate the telephone systems. Besides this, a hotel operator
also should know the facilities and product knowledge in a hotel (25). I
Maranatha Christian University
2
that the guests need is a must for a hotel operator at Hilton Hotel
Bandung, and he or she must have sufficient language skills to
communicate effectively by phone.
Based on my experience when I did my internship as an operator at
Hilton Hotel Bandung (henceforth, HH) in July 2011, I found that I had
difficulties in understanding the names of the food and beverages listed in
the menu at HH Bandung. At that time, I was an operator trainee at HH
Bandung. My working hours were five days a week, nine hours per day.
As an operator, I was delivering service by phone. I needed to know the
facilities and product knowledge in the hotel. I had to handle everything
that the guests needed by phone.
At HH Bandung, whenever the guests need information, assistance or
wish to order some food and beverages, they will press one caller button
(0) to call the operator. HH provides Western, Indonesian and Asian
cuisine. The menus consist of appetizer, soup, pasta, main course,
children’s menu, snacks, sandwich, and dessert. When I dealt with the
incoming calls from the guests who ordered some food or beverages, I
had difficulties to understand the names of the food and beverages listed
in the menu because I was not familiar with the names of the menu, such
as, Oxtail Linguine (pasta), Penne Provencale (pasta), and many kinds of
Liqueur. As a result, this problem influenced my working performance and
it needs to be solved properly.
The problem related to a hotel operator is very interesting to discuss
Maranatha Christian University
3
like to analyze this problem based on my experience and the data that I
get from library research. Furthermore, I would like to present the possible
solutions on how to handle this problem, along with positive and negative
effects. On top of that, I would like to choose the best solution to solve the
problem.
B. Identification of the Problem
The problem discussed in this term paper is formulated in the following
questions:
1. Why do I, as an operator at HH Bandung, have difficulties in
understanding the names of the food and beverages listed in the
menu?
2. How could I handle such a problem effectively?
C. Objectives and Benefits of the Study
There are two objectives of this term paper. First, this study is
conducted to discover the causes and the effects of my difficulties as an
operator in understanding the names of the food and beverages listed in
the menu at HH Bandung. Second, it is to find out the best solutions so
that I can understand the names of the food and beverages listed in the
Maranatha Christian University
4
For HH Bandung staff, this term paper can help them to handle the
same problem based on my potential solutions. For the readers, this term
paper can give some useful information to handle a similar problem. For
me, this term paper can give me some insights to deal with the problem if
it happens in the future.
D. Description of the Institution
HH Bandung was established on 21 March 2009 and it is located on Jl.
HOS Tjokroaminoto No. 41-43 Bandung. The owner’s name is Mr. Tatang
Hermawan. In the HH Bandung brochure, it is explained that Hilton
Bandung is the place for business or leisure. There are meeting facilities,
with seven modern meeting rooms, and a 1,043 sqm grand ball room.
Hilton Hotel Bandung has a vision to fill the earth with the light and warmth
of hospitality, and has a mission to be the first choice of HH Bandung
guests. The values of Hilton Hotel Bandung are Hospitality, Integrity,
Leadership, Teamwork, Ownership, and Now. Hilton’s promise is to
ensure that every guest feels cared for, valued, and respected. HH
Bandung has 186 rooms, which consists of 118 Deluxe Rooms (45 King
and 70 Queen), 45 Executive Rooms (28 King and 17 Queen), 19
Executive Plus Rooms (14 King and 5 Queen), 3 Junior Suite Rooms, and
Maranatha Christian University
5
E. Method of the Study
To get the needed information, I use my internship journal, which I
wrote in every day when I was doing my job training for about 50 days. I
read several books and some articles from the Internet to get relevant
theories to support the potential solutions, along with the positive and
negative effects. The data is used to analyze the problem and discover the
best solutions of the problem.
F. Limitation of the Study
The focus of the study is my experience as an operator when I was
doing my internship at HH Bandung from July to September 2011. The
subject of the research is I, myself, as an operator at HH Bandung.
G. Organization of the Term Paper
This term paper starts with the Abstract, which presents the entire
discussion of this term paper in Indonesian. It is followed by the
Declaration of Originality, which contains the statement about the
originality of the term paper. Next, there is Acknowledgements, which
contains the expressions of thanks for the people who have helped me in
making this term paper. Afterwards, there is Table of Contents, which
Maranatha Christian University
6
The main content of this term paper consists of four chapters. The first
chapter is the Introduction. It is divided into seven parts, namely,
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, which describes the causes
and the effects of the problem. It also uses the data of internship journal
and relevant theories to support the analysis of this chapter.
The third chapter is Potential Solutions, which presents the possible
solutions, along with the positive and negative effects. The fourth chapter
is Conclusion, which states the best solutions, supported by logical and
systematic reasons. The last part of this term paper is the Bibliography,
and this is followed by the Appendices, which are the flowchart, the menu
17 Maranatha Christian University
CHAPTER IV
CONCLUSION
Based on my analysis in the previous chapters, I would like to present
the chosen solutions in this chapter. The solutions are to overcome my
problem in understanding the names of the food and beverages listed in
the menu when I had my internship at HH Bandung as an operator. The
causes of my problem are I feel nervous when answering the phone from
guests, I am not familiar with the various names of the menu at the hotel,
and I cannot catch the words properly and quickly when I listen to the
guests’ order on the phone. Then, the effects of the problem are I may
misunderstand the names of the menus, I may disturb the room service
staff and they will complain to me, and the hotel guests may wait longer
and complain to me. The potential solutions of my problem are I study the
names of the food and beverages by reading the list of menus at HH, I ask
the names of items on the menu at HH to the staff at HH, and I ask the
staff at HH who know how to pronounce the names of the menus correctly
18 Maranatha Christian University Having analyzed the potential solutions, I choose all the three potential
solutions, those are I study the names of the food and beverages by
reading the list of names on the menus at HH, I ask the names of items on
the menu at HH to the staff who have the knowledge of the menu and I
ask them how to pronounce the names on the menu correctly and record
them. In the article “How to Improve Your Vocabulary”, it is explained that
to learn a lot of vocabulary, it is necessary to read English books, listen to
records, and write the words in a notebook (par. 1). The reason I choose
this solution is because I need to develop my skills in listening, speaking,
reading, and writing. Reading can improve my writing skills, as I will know
how to write the names of the food and beverages on the menu. However,
I will not know how to pronounce the word correctly. Therefore, I need help
from the other staff to solve my problem. I need to ask them about the
names on the menu at HH and how to pronounce the names of the menu
correctly. As a result, I can improve my knowledge of vocabulary related to
the names of the food and beverages, I will know how to pronounce the
word correctly and I can increase my listening skills by listening to the
recorded pronunciation of the names of the food and beverages. All these
steps will be helpful for me to listen to the guests’ order on the phone.
Therefore, I will learn to be a good operator who is competent, both in
spoken and written communication.
I believe that these chosen solutions can help other people who have a
similar problem. I learn by myself and from other people, because if I only
19 Maranatha Christian University learn from other people, I might rely too much on other people. For
example, when the guests call the operator to order some food and
beverages, the operator does not need to ask the other staff how to write
and pronounce it correctly.
I can sum up that the ability to understand the food and beverages
listed in the menu is needed for the operator staff at HH Bandung, so that
the staff can listen to the guests’ order without making mistakes. He or she
can also write the names of the food and beverages correctly in the room
service order form without asking the other staff. By learning product
knowledge, the operator staff will feel confident when listening to the
guests’ order on the phone. I hope these chosen solutions can help other
operator staff to handle a similar problem effectively if it happens in the
Maranatha Christian University
BIBLIOGRAPHY
Printed Sources
Baldoni, John. Face to Face Communications for Clarity and Impact.
Boston: Harvard Business School Publishing Corporation, 2004.
Darsono, Agustinus. Front Office Hotel. Jakarta: PT Gramedia
Widiasarana Indonesia, 2011.
Electronic Sources
Ager, Simon. “Pronunciation and Listening Comprehension.” 1998-2011. 16
October 2011. <http://www.omniglot.com/language/pronunciation.htm>.
Balle, Jade. “Hotel Operator Job Description.” eHow Contributor.
Copyright © 1999-2011 Demand Media, Inc. 28 September 2011.
<http://www.ehow.com/facts_5595946_hotel-operator-job-
description.html/>.
”Choosing a Passage.” 2011. 5 October 2011.
Maranatha Christian University
“How to Improve Your Vocabulary.” 1999-2009. 28 October 2011.
<www.learningenglish.de/ImproveEnglish/improvevocabularypage.ht>.
“Handling Guest’s Complaints.” Copyright © 2011 Hotel Tefl. 5 October
2011. <http://www.hotel-tefl.com/complaints-1/>.
Hightower, Sarah. “Complaints in the Workplace – The Fine Art of
Complaining.” © 2011 Streetdirectory. 15 October 2011.
<http://www.streetdirectory.com/travel_guide/190640/careers_and_job
_hunting/complaints_in_the_workplace__the_fine_art_of_complaining.
html>.
Miller, Earl. “Think You are Multitasking? Think Again.” ? 2 October 2008. 6
November 2011.
<http://www.npr.org/templates/story/story.php?storyId=95256794>.
“Meminimalkan Gangguan di Lingkungan Kerja.” Era Baru. 8 July 2011. 25
October 2011. <
http://erabaru.net/kehidupan/45-gaya-hidup/27112-meminimalkan-gangguan-di-lingkungan-kerja>.
“Memorizing Vocabulary and Languages.” 2006-2011. 16 October 2011.
<http://www.videojug.com/interview/memorizing-vocabulary-and-languages>.
“Starting a New Job Getting Used to Your New Role.”Mind Tools Ltd, 2011.
4 October 2011.
<http://www.mindtools.com/pages/article/newCDV_29.htm/>.
Shoebottom, Paul. “How to Learn Vocabulary.” 1996-2011. 16 October
Maranatha Christian University
“Vocabulary Improvement Technique.” Copyright 2006-2008 Improving
Vocabulary.ORG. 2 November 2011.
<http://www.improvingvocabulary.org/children.html>.
“Vocabulary Strategies.” Your Dictionary. © 1996-2011. 2 November 2011.
<http://www.yourdictionary.com/grammar/grammar-rules-and-tips/vocabulary-strategies.html>.
“Why Listening Skills Development Is So Important.” Copyright © 2007 –
How To Communicate: How To Communicate. 5 October 2011.
<http://www.communicationtalk.com/listening-skills-
development.html/>.
“Why Personalizing the Vocabulary is Important.” 5 October 2011.
<http://www.nuance.com/ucmprod/groups/dragon/@web/documents/co