Detail Cantuman

SUMMARY

THE ACTIVITIES OF TELEPHONE OPERATOR IN FRONT OFFICE DEPARTMENT AT SAMARA RESORT AND HOTEL BATU,Sheli Mahdania, F31151287, Year 2018, 22 Pages, Language, Communication and Tourism Department, Politeknik Negeri Jember, Nanik Mariyati, S.Pd., M.Pd. (Supervisor) and Brienda Ayu Nurvitarani (Field Supervisor).

Internship program is a learning program or activity in a college which basically must be followed by all students in Politeknik Negeri Jember. Internship program is one of the activities that are very important in supporting education during lectures. This activity is also very helpful for the students themselves to adapt and get to know the industrial world (place of work). For example is English Study Program student which have an internship program in a hotel.I did an internship program at Samara Resort and Hotel Batu becauseit has very strategic location where there a lot of visitors both local and foreign tourist visit there and of course I could apply the knowledge I got from college in there especially English for Hotel and Restaurant. Samara Resort and Hotel Batu are located in Jl. Imam Bonjol 17B, Batu – East Java.The time for doing the internship program at Samara Resort and Hotel Batu was about 432 hours that was begun on March 5th to June 18th2018.
Samara Resort and Hotel Batuis one of three stars hotel in Batu city. Samara Resort and Hotel Batu itself take a place in strategic places where it is close with so many tourism objects in Batu city others where Samara Resort and Hotel Batu could be the best place to stay for the visitors. Samara Resort and Hotel Batu presents many facilities that can be enjoyed by the visitors such as swimming pools for adults and children and playground. There alot of room types in Samara Resort and Hotel Batu,thoseareDeluxe room, Family room, and Villa.
In Samara Resort and Hotel Batu, I was placed on the different department which is in Front Office department and Food and Beverage Service department. In Front Office department, the writer placed there starts from 5 March until 8th April while in Food and Beverage Service department starts from 9th April until 18 Mei 2018. In Front Office department, I taught how to be a receptionist and telephone operator and of course learn what the tasks of a receptionist and telephone operator there. Not only that, I also required to practice directly with the hotel visitors who want to stay there. While in Food and Beverage Service department, I taught many things like how to deal with the costumers based on the SOP, taking orders and to be a waitress and also learn something new contained food and beverage service.
During internship program in Samara Resort and Hotel Batu, I found many problems especially in Front Office department. As a telephone operator in Front Office department, I am required to know all the information about Samara Resort and Hotel Batu. Telephone operators are one of the important parts that have the potential to give the image to the customers for the first time in assessing/seeing a hotel. For the first time, I did not know how to give the standard greeting when picking up the calls, I did not know how to differentiate external and internal calls because it has their own greetings, I did not know how to handle the customers when they complain about something through the phone, and something else.And because of that, I asked my seniors about everything related to the tasks of telephone operator and all information about Samara Resort and Hotel Batu like the facilities, location, room types, price of each room types, and so on. I pay a lot of attention and wrote down in my notes, memorized it and practice a lot in order I get used to it. I asked everything that I did not understand and my seniors gave me many suggestions and telling me what should I do and don't in order make me more better than before in handling the telephone and how to deal with each customers. During the internship program at Samara Resort and Hotel Batu, of course I got a lot of new knowledge about hotel and restaurant stuffs that have not been known before and get a chance to improve my skills and knowledge that have been learned in English Study program especially English for Hotel and Restaurant.