Laundry Service
Special Expressions 1
1. Keluhan mengenai cucian disampaikan para tamu. - This is not my laundry
- I have got the wrong laundry.
- My laundry has come back and it is not clean. - There is a button missing off my laundry. - There has been a mistake with my laundry. 2. We will send up to your room now, Madam.
- I will have someone bring it to your room soon, Miss. - We could not find your sock, Sir.
Dialogue A G=Guest OT=Order taker
OT : Good morning. May I help you?
G : Yes, there seems to have been some mistake with my laundry. OT : What is the problem, Madam?
G : I sent 4 shirts, 3 pants, and 2 pairs socks to the laundry and now the laundry has been returned, but the socks are not here.
OT : I will check with our laundry, Madam.
G : How long will it take? I need that socks now.
OT :If you tell me the size, we can send up now, Madam. G : Size 8 and send them soon.
(order taker knocks door 3 times) G : Hello, come in.
OT : I bring you some socks, Madam. But we could not find your socks. There were not on your laundry list, Madam.
G : Wait. Let me check.
(she checks the bedroom and bring her socks)
G : Oh, I’m very sorry I seem to have missed them. Could you still let me have a new pair this?
OT : Certainly, Madam.
Vocabulary A
RB : Good afternoon, Mr. Joko. G : Hi …
RB : Would you like to come this way, please? G : Certainly.
RB : This is your room, room number 307 Mr. Joko. G : Oh excellent, thank you.
RB : Your suitcases and bag are there on the rack, and this is the light switch.
G : Yes.
RB : Shall I open the curtain for you, Mr. Joko? G : Yes, please.
RB :Sir, this is a list of our hotel services, if you need any, please feel free to make a call.
G : Ok. How can I switch the air conditioning? RB : Isn’t it cold enough, Sir?
G : No, it seems to be fine.
RB : If you want to adjust the temperature, you can use the remote control over there on the table by the bedside.
G : Ok. Ok.
Handling check-in
Special Expressions
o Good afternoon, welcome to our hotel. o May I help you?
o Could I help you?
o What can I do for you, madam? o Have you made a reservation? o Do you have a reservation?
o Let me have a look. Could you just wait for a second, madam? o Would you wait a moment? I will check it first.
o Would you excuse me for a moment? I will check it first. o Could you spell your name please?
o May I spell your name? o Here you are.
o I am sorry to keep you waiting.
o I have some good news for you, the room is available. o The room that you want is not available.
o The room that you want is available. o Could I suggest that you …
o Would you fill in this form please? o Would you sign this card?
o Have you finished filling in this form?
o Could you tell me the name of your company, madam?
o May I know the telephone number of your company, madam? o Here is the key. This is the key.
o Madam, this is your guest card.
o The bellboy will escort you to your room. o The bellboy will lead you to your room. o I will get a porter to take it up for you.
o The porter will take your luggage up to your room. o Thank you for staying with us, sir.
o Thank you for choosing our hotel. o Have a nice stay with us, Mr. Anton. o I hope you will enjoy your stay, sir.
Dialogue A
Check-in with reservation.
Receptionist : Cipaku Indah Hotel, may I help you? Guest : Yes, please. I would like to check in. Receptionist : Do you have a reservation?
Guest : Yes, I do. The name is Tanto Leo. I made a reservation for myself and my wife.
Receptionist : One moment. Yes, I have got it. Mr. Leo. A double bedroom. Guest : That is right.
Receptionist : That is fine. Here is the key room 325, on the third floor. If you would just fill in this form, the porter will take your luggage up to the room.
Guest : Alright, thank you.
Dialogue B
Check-in with reservation.
Receptionist : Good afternoon, madam. Guest : Good afternoon.
Receptionist :What can I do for you, madam?
Guest : I would like to check in. I am Mary Budiman from Bandung and I have made a reservation.
Receptionist : Right. Let me try to find it. Yes, here we are Mrs. Budiman, a single room with sea view.
Guest : Yes, a single room with sea view.
Receptionist : Alright. Now we have put you in room 515, overlooking the sea. The rate is US$ 300.
Guest : Well, that sounds fine.
Receptionist : Good. Could you just fill in the registration form before you go up?
Guest : OK. I will do that. Could I have someone to help me with the luggage?
Receptionist : Yes, of course. I will get a porter to take it up for you. Guest : Thank you.
Dialogue C
Check-in without reservation or Walk-in guest.
Receptionist : Good afternoon, sir. What can I do for you?
Guest : Yes, I wonder if you still have a double room for tonight. Receptionist : Could I have your name, please?
Guest : Rudi Slam.
Receptionist : Mr. Rudi Salam. R-u-d-i S-a-l-a-m. You have not made areservation. Guest : No, I have not.
Receptionist : alright, Mr. Salam. You want a double room for tonight. Could you wait for a moment? (check whether the room needed is available or not)… I have some good news for you, Mr. Salam. There is one double room left on the top floor. The price is US$ 100. Would you like to take it?
Guest : That is fine. I’d love to.
Receptionist : May I have your ID card please? Guest : Just a moment. Here you are.
Receptionist :Would you fill in this registration card? Guest : Certainly. Is a deposit required?
Receptionist : Yes, Mr. Salam. The deposit is the rate for one night stay at least.
Guest : Ok, US$ 100. Here you are.
Receptionist : Thank you. And here your ID card, receipt, and guest card. Our bellboy will escort you to your room. (give the key to the bellboy) Have a pleasant stay, Mr. and Mrs. Salam.
Guest : Thank you.
EVALUATION FORM
PARTS COMMENTS
THE LESSON PLAN
¾ Topic : How to handle check-in. ¾ Objectives :
• The staff will be able to add to their vocabulary words about how to handle check-in.
• The staff will be able to speak English clearly.
• The staff will be able to handle check-in with tourists who will stay there.
¾ Material : Adapted from a book English for Professional accommodation
Services by Sutanto Leo, published by PT Gramedia Pustaka
Utama in 2003.
¾ Skills : Reading, speaking, grammar, listening, and pronunciation. ¾ Technique :
• Appetizer :
3’ Teacher greets the staff.
3’ Teacher explains about the lesson of the day.
• Main Course :
5’ Teacher gives handout to the staff and ask the staff to read “special expressions”.
10’ Teacher reads “special expression” one sentence at a time, then the staff repeat it.
3’ Teacher asks the staff to read Dialogue A, while teacher explains difficult words which are not understood by the staff. 10’ Teacher asks the staff to practice Dialogue A in pairs, while the
teacher monitors them.
3’ Teacher asks the staff to read Dialogue B, while teacher explains difficult words which are not understood by the staff. 10’ Teacher asks the staff to practice Dialogue B in pairs, while the
teacher monitors them.
4’ Teacher asks the staff to read Dialogue C, while teacher explains difficult words which are not understood by the staff. 15’ Teacher ask the staff to practice Dialogue C in pairs, while the
teacher monitors them.
5’ Teacher asks the staff to read “special expressions” and all conversation.
15’ Teacher arranges a small test to examine the staff’s ability to make conversations matching with the topic (the staff have to do
conversation both about check-in with reservation and about
check-in without reservation), then teacher gives their feedback.
• Dessert :
2’ Teacher asks the staff to read again the material at home because it will be reviewed next week.
2’ Closing. Teacher says good bye to the staff. ¾ Homework :
• Teacher asks the staff to re-read the material at home.
THE LESSON PLAN
¾ Topic : Laundry service & Escorting guests to the room. ¾ Objectives :
• The staff will be able to add to their vocabulary about laundry service and many things which available in a room.
• The staff will be able to speak English clearly.
• The staff will be able to handle the guests who have a problem with laundry service, and the guests who check into their room.
¾ Material : Adapted from 2 books. First, English for Professional
accommodation Services by Sutanto Leo, published by PT
Gramedia Pustaka Utama in 2003. Second, English for special
Purpose : Hotel staff by Lynne Visutskie, published by Kesaint
Blanc in 2004.
¾ Skills : Reading, speaking, grammar, listening, and pronunciation. ¾ Technique :
• Appetizer :
3’ Teacher greets the staff.
3’ Teacher explains about the lesson of the day.
• Main Course :
5’ Teacher gives handout to the staff and asks the staff to read “special expressions”.
5’ Teacher reads “special expression” one sentence at a time, then the staff repeat it.
5’ Teacher asks the staff to read Dialogue A, while the teacher explains difficult words which are not understood by the staff. 10’ Teacher asks the staff to practice Dialogue A in pairs, while the
teacher monitors them.
4’ Teacher asks the staff to read vocabulary A.
3’ Teacher reads vocabulary A one word at a time, then the staff repeat it.
3’ Teacher asks the staff one by one to translate in English the words which are said by the teacher (e.g. the teacher said
“sepatu”, and then the staff have to translate in English).
5’ Teacher asks the staff to read Dialogue B, while the teacher explains difficult words which are not understood by the staff. 10’ Teacher asks the staff to practice Dialogue B in pairs, while the
teacher monitors them.
4’ Teacher asks the staff to read vocabulary B.
3’ Teacher reads vocabulary B one word at a time, then the staff repeat it.
3’ Teacher asks the staff one by one to translate in English the words which are said by the teacher (e.g. the teacher said
“lantai”, and then the staff have to translate in English). 5’ Teacher asks the staff to read all materials.
15’ Teacher arranges a small test to examine the staff’s ability to make conversations match with the topic (the staff have to do
conversation both about laundry service and about escorting
guests to the room), then teacher gives their feedback.
• Dessert :
2’ Teacher asks the staff to read again the material at home because it will be reviewed next week.
2’ Closing. Teacher says good bye to the staff. ¾ Homework :
• Teacher asks the staff to re-read the material at home.
I start the apprenticeship at Cipaku Indah Hotel as a teacher who teaches
the staff in each department (receptionist, financial accounting, food &
beverages, bellboy, and laundry) from 15 January 2007 until 17 February 2007.
My reason in choosing this institution is because the development of hotel sector
in Indonesia is very fast nowadays. Another reason is because the location of
Cipaku Indah Hotel is not so far from the location of Maranatha Christian
University. My reason in choosing to teach English at Cipaku Indah Hotel is
because English is the area of my study and I want to get an experience in
teaching English to adult. I think that English is the main international language in
the world and it has been used in many fields, one of them is in hospitality
industry. Furthermore, the managers of Cipaku Indah Hotel expect their staffs to
be able to speak English fluently. I take the material from 2 books. First, English
for Special Purpose: Hotel Staff by Lynne Visutskie, which is published by
Kesaint Blanc in 2004. Second, English for Professional Accommodation
Services by Sutanto Leo, which is published by PT Gramedia Pustaka Utama in
2003, which is a lesson book for the English for Tourism class in D-III English
Programme, Maranatha Christian University. These books give explanation about
how to handle check-in, how to handle a problem with guests’ laundry, how to
escort guest to the room, etc. That is the reason I choose these books as the
source of my teaching material.
Cipaku Indah Hotel was built on 27 December 1983. The owner is Hendro
Wibowo and Luciana Wibowo. It is located at Jl. Dr. Setia Budhi in the North of
Bandung. It has been renovated many times, including the addition of rooms, the
addition of light, etc. On 19 March 1998, Cipaku Indah Hotel was admitted as a
hotel which has 3-star-hotel standards. Renovations are still done to increase the
quality of this hotel.
There are some qualifications to be an English teacher in Cipaku Indah
Hotel. They are: graduated students or still studying at D-III or S1 majoring in
English, have creativity, have ability to teach the staff, and are disciplined at work
which means that I, as a teacher, have to teach according to the schedule.
I teach 3 classes. Each class has 7-12 students, with 90 minutes duration for
every class. The topics are reception, financial accounting, food, beverages,
bellboy, and laundry. On Mondays and Thursdays, the topics are reception and
financial accounting. For Tuesdays and Fridays, the topics are food and
beverages. Bellboy and laundry are the topics on Wednesdays and Saturdays.
The teaching process takes place everyday from 2 pm to 4 pm, except Sunday.
My jobs are: preparing materials, teaching according to the schedule, giving
marks for the staff, giving conversation test in class at the end of each lesson,
giving support to the staff so that they feel confident to speak English, and
evaluating the staff and reporting the result to the Director of HRD Cipaku Indah
Hotel once a week. I have to report to the Director of HRD Cipaku Indah Hotel
about the staff members who have made a progress on his or her speaking. My
report will be a recommendation for the staff so that he or she will be given an
opportunity to make a conversation with tourists who stay in the hotel.
The difficulties I have during the teaching process are that some of the staff
are not able to clearly pronounce and understand a conversation text well, while
the others are able to pronounce and understand it clearly. I, as the teacher, have
to read a conversation text out loud with the right pronunciation more than once,
then some of the staff who are not able to pronounce clearly repeat after me. I
also translate an English conversation text into Indonesian language so that they
can understand it. Then, I ask the staff who are able to pronounce and
understand a conversation text well to read the next material. Sometimes they
are not confident to pronounce a difficult word. I, as the teacher, always have to
motivate them and say that they can repeat it. Other than the difficulties
mentioned above, I have a little difficulty in making games that are appropriate
with the materials and the staff in the class. So, I often ask them to practice
conversation in their real working place so that they do not get bored.
In the teaching process, I use English skills, like writing, listening, speaking,
reading, and pronunciation. Writing skill is used when I write some of the
materials on the white board. I use listening skill only when the staff do
conversation. Speaking skill is used when I give examples of conversation to the
staff, when I greet them, and sometimes when I give instructions and explanation
to them. I use reading skill when I read and prepare the materials from the book
(English for Tourism and English for Special Purpose: Hotel Staff). Pronunciation
skill is used when I give examples to the staff on how to pronounce words clearly.
I sometimes use Indonesian language as well because not all of the staff are able
to speak and understand English clearly, so I have to explain what they do not
understand from the materials, also give my instruction and explanation in
Indonesian.
The lessons from D-III English Maranatha Christian University which have
supported me as a teacher in this apprenticeship are Techniques for TEFL,
Grammar subjects, Speaking/Conversation subjects, English for Tourism, and
Listening subjects. Techniques for TEFL supports my teaching because it helps
me in making lesson plans. Grammar subjects make it easier for me to explain a
little about grammar. Speaking/Conversation subjects support my teaching a lot
because I have to speak and do conversation fluently in the class. Some of the
materials are taken from English for Tourism class. So, English for Tourism
supports my teaching a lot in terms of teaching materials. Listening subjects also
support my teaching in monitoring the staff, especially when they do
conversation.
After the Supervisor evaluates my apprenticeship, I find my weaknesses and
strengths. My weaknesses are that I cannot use the projector easily, that I am not
so firm when teaching in the class, and that I do not have good listening skill. My
strengths are that I have good morality, integrity, loyalty; that I am disciplined;
and that I can make good group conversations and explain the materials to the
staff clearly; also that I can speak English to give conversational examples to
them.
In conclusion, I think that the apprenticeship in Cipaku Indah Hotel is very
useful not only for me as the teacher, but also for the staff of Cipaku Indah Hotel.
With this apprenticeship, I get many advantages. I get not only teaching
experience, but also working experience in a company. Besides, this
apprenticeship gives me more knowledge. First, I can develop my creativity in
teaching (e.g. in giving examples that match with their occupation in the hotel).
Second, it gives me valuable information about an organization, especially about
the organizational structure of Cipaku Indah Hotel. On the other hand, it helps the
staff of Cipaku Indah Hotel to speak more fluently with tourists who stay in the
hotel. As a suggestion for Cipaku Indah Hotel, I think this Hotel should give
opportunities to their staff to do conversation directly with tourists who stay there
so that they can be more confident to speak English. Besides, for D-III networking
program, I think it will be better if the students are help by a supervisor in making
apprenticeship report so that they can not be confuse to make it.
