A TRAINING MATERIAL: A SOLUTION TO HELP FRONT OFFICE STAFFERS AND ATTRACT MORE CUSTOMERS FOR IBIS SURABAYA CITY CENTER HOTEL

Fransisca Vina Esterina, Samuel Gunawan

Abstract


This thesis is related to the Front Office staffers of ibis Surabaya City Center Hotel who have difficulties in giving information and handling complaints from overseas guests. Therefore, they need a training material in English that contains three lessons about giving information, handling complaints, and receiving calls. This training material is equipped with conversations, sentence pattern and substitution, list of important words, exercises, and also answer key to help the Front Office staffers to have better performances in terms of customer service. By having this training material, ibis Surabaya City Center Hotel will gain three benefits. Firstly, this training material will help the Front Office staffers at ibis Surabaya City Center Hotel to support their work performance. Secondly, this training material can help the Front Office staffers to improve their English skill since it is written in English. Finally, this training material can help Front Office staffers to give the best possible service to the hotel’s guests.


Keywords


front office, training material, lessons

Full Text:

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References


Baker, S, Bradley, P, & Huyton, J. (1994). Principles of Hotel Front Office Operations: A Study Guide. Cassell.

Gabriel Wantah, I. (1998). Hospitality Guidelines Series; Front Office. PT Gramedia Pustaka Utama.

Ismail, A. (2002). Front Office Operations and Management. Delmar Learning: Thomson Learning, Inc.

Jaszay, C & Dunk, P. (2003). Training Design for the Hospitality Industry. Delmar Learning: Thomson Learning, Inc.

Jenks, P. A, (1990). English for Hotels and Restaurants. PT Gramedia.

King, J. H & Cichy, R. F. (2006). Managing for Quality in the Hospitality Industry. Pearson Education, Inc.




DOI: https://doi.org/10.9744/katakita.3.3.14-19

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