THE ENGLISH COMPETENCE OF FRONT-OFFICE HOTEL …

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THE ENGLISH COMPETENCE OF FRONT-OFFICE HOTEL PERSONNEL

A Thesis Presented to

The Graduate Program in English Language Studies In Partial Fulfillment of the Requirements for The Degree of Magister Humaniora (M.Hum)

In English Language Studies

By Rindang Widiningrum

036332010

Sanata Dharma University Yogyakarta

2008

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STATEMENT OF ORIGINALITY

This is to certify that all the ideas, phrases, and sentences, unless otherwise stated, are the

ideas, phrases, sentences of the thesis writer. The writer understands the full

consequences including the degree cancellation if she took somebody else’s ideas, or

phrases, or sentences without a proper reference.

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ACKNOWLEDGEMENTS

I would like to express my gratitude to the following people. I would have never been able to finish my thesis without them.

• First of all, my Jesus Christ makes everything beautiful in its time. Because of Him, I could go through my ‘difficult’ life. Everything is possible in His way.

• I would like to express my gratitude to my supervisor, Bapak Bismoko. Thank

you for your time and patience. I’ve been lost before, but with your patience you guide me to the right track.

• My thanks also go to all lecturers in the Graduate Program in English Language

Studies. Pak Dwi, Pak Muk, Pak Alip, Pak Steve, Pak Pomo and others that I cannot mention one by one, thank you for sharing your knowledge. Thanks also to mbak Lely and mbak Hengky.

• All my friends at the ELS Program, mbak mauly, eny, and many others, I thank

you for your friendship.

• My colleague in STiBA Satya Wacana, thank you for welcoming back and giving me the support.

• To all front officer in Laras Asri Hotel, especially Arif and Ambar, thank you so

much for giving me the ‘data’. Success for you all guys.

• Last but not least, I would like to express my great thanks to my parents, my brothers for giving me the support and prayer. My thanks go to my husband for everything. My little boy (Ian alias Po), your mother is nothing without you. Thank you for your supporting sentence ‘Apakah kau sudah berusaha?’.

Yogyakarta, April 2008 Rindang W

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ABSTRACT

Rindang Widiningrum. 2008. The English competence of front office hotel personnel. Yogyakarta: English Language Studies. Graduate Program. Sanata Dharma University.

A hotel is a place for many people who are away from home for many kinds of reasons, such as meeting, pleasure, seminar, and shopping. Many of these people are foreigners of different nation, who communicate mainly in English. When they need a place to stay, they will find a hotel, and the first people they communicate with are front office personnel. According to Linda, as stated in Master (1998), the English involved in helping a guest can be divided into three main areas. Those are when the guest arrives at the hotel, during the stay, and when the guest leaves the hotel. Front office personnel as persons who deal a lot with the guest must have good communication skills. They are required to be competence in accomplishing their job.

Research on their required communication competence therefore is necessary. This study was particularly conducted to answer one research question: What English competence is required of hotel front office personnel?

This was qualitative research within the aim to find the communicative competence of front office personnel. To get the data, the researcher conducted interview with people who have direct experienced with the work field. It means that they have the ‘lived experience’ (Patton, 2002). To do the data triangulation, the researcher also asked the participant to fill in the questionnaires, because not all of them were willing to be interviewed.

This study was done in limited setting and it took place in Laras Asri Resort and Spa Hotel as one of the big hotels in Salatiga. This research was involving only front-desk officers. They were selected purposively for data richness and accessibility.

The research results showed that the front office personnel must be competence in the four skills to communicate with the guests because they were the first persons to interact with the guests. Each skill has its own required competence based on the participant’ behavior, opinion, and feeling. In listening, the front office personnel must understand questions, instructions, and basic information about the hotel. In speaking, they can take and give information. In reading, they need to understand articles and report related to the hotel. While in writing, they need to write information correctly. It is expected that the lived-experience of the front office hotel personnel would improve understanding about their communicative competence in their job and ESP for them can be designed more effectively.

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ABSTRAK Rindang Widiningrum. 2008. The English competence of front office hotel personnel. Yogyakarta: English Language Studies. Graduate Program. Sanata Dharma University. Hotel adalah tempat bagi banyak orang yang sedang bepergian dengan berbagai macam alasan, seperti menghadiri pertemuan, piknik, seminar dan berbelanja. Banyak dari orang-orang tersebut yang merupakan orang asing dari Negara yang berbeda, yang menggunakan bahasa Inggris sebagai alat komunikasinya. Ketika mereka memerlukan tempat untuk tinggal sementara, mereka akan pergi ke hotel, dan orang pertama yang akan mereka ajak komunikasi adalah para pegawai front office. Menurut Linda, seperti yang terdapat dalam Master (1998), bahasa Inggris yang digunakan untuk membantu para tamu asing dapat dibagi dalam tiga bagian. Ketiga bagian itu adalah ketika tamu tiba di hotel, selama menginap, dan ketika tamu meninggalkan hotel. ‘Front officer’ sebagai orang yang sering berhubungan dengan para tamu, harus memiliki ketrampilan berkomunikasi yang baik. Mereka harus kompeten dalam melaksanakan tugasnya.

Penelitian akan kebutuhan kompetensi komunikasi adalah perlu. Studi ini diadakan untuk menjawab sebuah pertanyaan. Pertanyaan dalam penelitian ini adalah kompetensi berbahasa Inggris apa yang diperlukan oleh pegawai ‘front office’? Ini adalah sebuah penelitian kualitatif dengan tujuan untuk mengetahui kompetensi komunikasi dari para pegawai ‘front office’. Untuk mendapatkan data, peneliti harus melakukan interview dengan orang-orang yang terjun langung dalam bidang tersebut. Hal ini berarti mereka memiliki ‘pengalaman hidup’ (Patton, 2002). Untuk triangulasi data, peneliti juga meminta partisipan untuk mengisi kuesioner, karena tidak semua participant bersedia untuk diwawancara. Studi ini terbatas dalam setting dan mengambil tempat di Laras Asri Resort & Spa Hotel sebagai salah satu hotel terbesar di Salatiga. Penelitian ini melibatkan hanya para pegawai ‘front office’. Mereka dipilih karena untuk ‘kekayaan data’ (data richness) dan kemudahan mendapatkannya. Hasil dari penelitian ini menunjukkan bahwa pegawai front office harus berkompeten dalam semua skill untuk berkomunikasi dengan tamu, karena mereka yang berhubungan langsung dengan para tamu. Masing-masing skill memiliki kompetensi masing-masing berdasar pada prilaku, opini, dan perasaan partisipan.Dalam mendengarkan, mereka diharapkan dapat memahami pertanyaan, instruksi dan informasi tentang hotel. Dalam berbicara, mereka dapat mencari dan memberi informasi. Dalam membaca, mereka memahami artikel dan laporan tentang hotel. Sedangkan menulis, mereka mampu menulis informasi secara benar. Diharapkan, pengalaman hidup (lived-experience) dari pegawai front office dapat menambah pengetahuan dan ESP untuk mereka bisa dibuat dengan lebih efektif.

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TABLE OF CONTENTS

TITLE PAGE…………………………………………………………… ………... i APPROVAL PAGE ………………………………...………...……. ……………. ii THESIS DEFENSE APPROVAL PAGE ……………………………………….. iii STATEMENT OF ORIGINALITY …………………………………………..…. iv ACKNOWLEDGEMENTS ………………………………………………………. v ABSTRACT ……………………………………………………………...………... vi ABSTRAK ………………………………………………………………………… vii TABLE OF CONTENTS …………………………………………..………..……. viii LIST OF ABBREVIATIONS ……………………………………………………. X LIST OF EXTRACTS ……………………………………………………………. xi LIST OF FIGURES AND TABLES ……………………………………………... xii CHAPTER 1 INTRODUCTION 1.1 Background …………………………………………………………………….. 1 1.2 Problem Identification …………………………………………………………. 3 1.3 Problem Formulation …………………………………………………………... 4 1.4 Research Goal and Objectives …………………………………………………. 4 1.5 Benefits of the Study …………………………………………………………… 5 CHAPTER 2 LITERARY REVIEW 2.1 Theoretical Review……………………………………………………………... 6 2.1.1 English Communication……………………………………………………. 6 2.1.1.1 English Communication Skill………………………………………….. 8 2.1.1.2 English for Specific Purposes………………………………………….. 9 2.1.1.3 English as a World Language………………………………………….. 11 2.1.2 English Competence……………………………………………………….. 14 2.1.3 Front Office Personnel……………………………………………………... 16 2.1.3.1 Hospitality Industry……………………………………………………. 20 2.1.3.2 Hotel Service…………………………………………………………... 24 2.2 Theoretical Framework…………………………………………………………. 26 CHAPTER 3 METHODOLOGY 3.1 Method …………………………………………………………………………. 28 3.2 Narrative ………………………………………………………………………... 30 3.3 Data …………………………………………………………………………….. 31 3.3.1 Setting ……………………………………………………………………... 31 3.3.2 Participants ………………………………………………………………… 32 3.4 Data Gathering Instrument……………………………………………………… 33 3.4.1 Interview …………………………………………………………………... 34 3.4.2 Questionnaire ……………………………………………………………… 34 3.5 Data Analysis and Interpretation ………………………………………………. 35

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CHAPTER 4 DATA ANALYSIS 4.1 The Use of English in the work field…………………………………………… 37 4.2 The level of performance………………………………………………………. 45 4.3 Experiences in handling guests…………………………………………………. 50 4.4 Opinions about the four skills in communication………………………………. 52 4.4.1 Listening……………………………………………………………………. 52 4.4.2 Speaking……………………………………………………………………. 56 4.4.3 Reading…………………………………………………………………….. 59 4.4.4 Writing……………………………………………………………………... 63 4.5 Feelings about the four skills in communication……………………………….. 65 4.5.1 Listening……………………………………………………………………. 65 4.5.2 Speaking……………………………………………………………………. 67 4.5.3 Reading…………………………………………………………………….. 68 4.5.4 Writing……………………………………………………………………... 70 4.6 The relation between activities and skills………………………………………. 71 4.7 Other findings…………………………………………………………………... 73 4.7.1 Front office personnel as front liner ………………………………………. 73 4.7.2 Front Office Personnel as sales person…………………………………….. 74 CHAPTER 5 CONCLUSION AND RECOMMENDATIONS 5.1 Conclusion ……………………………………………………………………... 76 5.1.1 Job Description ……………………………………………………………. 76 5.1.2 Front office competence …………………………………………………. 77 5.1.2.1 Listening ……………………………………………………………… 78 5.1.2.2 Speaking ……………………………………………………………… 78 5.1.2.3 Reading ………………………………………………………………. 79 5.1.2.4 Writing ……………………………………………………………….. 79 5.2 Recommendations ……………………………………………………………… 80 BIBLIOGRAPHY …………………………………………………………………. 81 APPENDICES ……………………………………………………………………... 84 Appendix A: Questionnaire Result……..…………………………………………... 85 Appendix B: First Interview……………………………………………………….. 103 Appendix C: Second Interview……………………………………………………... 110 Appendix D: Hotel Forms………………………………………………………….. 115 Appendix E: Blue Print……………………………………………………………... 117

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LIST OF ABBREVIATIONS ESP : English for Specific Purposes HI : Hospitality Industry FO : Front Office R : Researcher

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LIST OF EXTRACTS Interview with 1st interviewee : 4.1, 4.3, 4.5, 4.6, 4.9, 4.10, 4.11, 4.13, 4.14, 4.16, 4.18, 4.19, 4.23, 4.24, 4.25, 4.27 Interview with 2nd interviewee : 4.2, 4.4, 4.7, 4.8, 4.15, 4.17, 4.20, 4.21, 4.22 From Questionnaire : 4.12, 4.26

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LIST OF FIGURES AND TABLES Figure 2.1 : ESP Classification Figure 2.2 : Front Office Organizational Chart Table 2.1 : List of Communication Skills Table 3.1 : Participants’ Identification Table 4.1 : Front Office Activities Table 4.2 : The level of Performance Table 4.3 : Participants’ opinion on Listening Table 4.4 : Participants’ opinion on Speaking Table 4.5 : Participants’ opinion on Reading Table 4.6 : Participants’ opinion on Writing Table 4.7 : Participants’ feeling on Listening Table 4.8 : Participants’ feeling on Speaking Table 4.9 : Participants’ feeling on Reading Table 4.9 : Participants’ feeling on Writing Table 4.11 : Relation between activities and skills

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CHAPTER 1

INTRODUCTION

This chapter tries to clarify the research question. In order to do so, its

background, problem identification, problem formulation, research goals and

objectives, and benefits of the study will be discussed.

1.1 BACKGROUND

People went out from their house for many reasons. They might go for a

short period of time, for example to eat in a restaurant for about one hour, or a

long period of time. If they want to have a two-day seminar and the location is far

from their house, surely they need a place to stay temporarily. Nowadays, the

place or hotel is not only for local travelers, but also foreigners, because of

globalization.

Hospitality industry is said to be the fastest growing industry (Walker,

2002). Travel, Lodging, Foodservice, and Recreation are part of the industry.

Hospitality Industry is said to give 200 million jobs, so it has a lot of chances for

people to enter the industry. In the year of 2007, the work field in Indonesia

related to hospitality industries increased to about 8,5 million, that is 8,8% from

the whole work field (Yoeti, 1999).

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Hotel, as one part of hospitality industries, has many sub-divisions or

departments. One of them is the front office department. In front office, the hotel

employees directly receive guests whether they are domestic or foreigner. In

order to be able to deal with guests especially foreigners, the front officers must

have good communication skills and fluent in English, oral and written.

In order to serve the guests, the hotel employees must know what the

guests need. To know the need, they will have to do some researches but in a

simple way, they can ask to the guests. Communication is the way to achieve

that. Communication needs involve two parties that are the sender and the

receiver. Both parties must have the same understanding about the message from

the sender to the receiver. There are two kinds of communication, one-way

communication and two-way communication. The language that is used to

communicate depends on who the guest is. If the guests are from domestic, the

language used will be Indonesia. If the guests are foreigners, English will be used

to communicate. English is a worldwide language. It is interesting to know the

English communication needs in the Hospitality industry.

English for Specific Purposes (ESP) is a course in which the content is

determined by the professional needs of the learners (Crystal, 1995). According

to Evans (1998) ESP is divided into two categories, English for Academic

Purposes (EAP) and English for Occupational Purposes (EOP). In EOP there are

two sub sections: English for Professional Purposes and English for Vocational

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Purposes. Here, English for Hospitality Industries especially for front officers is

placed in English for vocational Purposes, which is concerned with the language

of training for specific occupations.

The researcher intended to interpret the participants’ lived-experience.

The researcher wanted to make clear description of the English competence that

the employees must have. By knowing this, it will ease the employees to know

which standard they are in now or which skills they need to improve. After that

they can upgrade their skills in order to communicate better with their guests.

1.2 PROBLEM IDENTIFICATION

This study focus especially in finding the English communication needs

in starred hotel. Starred hotels usually have high intensity in using English to

communicate, because many foreigners stayed there. Beside that, it will take a lot

of time to do a research on all of the industries.

As it was stated above, front office will be the target of this study. It is

because front office personnel dealt directly with foreign guests, for example

when the guests wanted to book a room or ask the direction to the room. They

were also as the first persons that are reached by guests when the guests complain

about something related to their stay in that hotel.

The method that the researcher did was qualitative. It can be said that this

gives an example of real people in real situations, enabling readers to understand

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ideas more clearly (Cohen et all, 2000). This research was done in a very limited

setting. It is done by first doing literary research and find out the English used

for the front officers. After that the researcher will have cross check with the

employees in relation with the real situation that they faced in the field. This can

be done by questionnaire and interviews.

1.3 PROBLEM FORMULATION

In this study, the researcher arose one question, that is: What English

competence is required of hotel front office personnel?

1.4 RESEARCH GOAL

Based on the problem formulation above, there is one goal of the

research. That is to interpret the English competence, which is required by hotel

front office personnel.

The followings are some objectives to achieve the goal:

1. To describe the participants’ activities in real life

2. To describe the participants’ opinion

3. To describe the participants’ feeling

4. To describe the participants’ understanding about their job

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1.5 BENEFITS OF THE STUDY

From the humanistic point of view, the participants’ lived-experience will

improve their understanding of English competence in order to actualize their

own potentials better. The researcher’s and research-report readers’

understanding will cause them to help participants better in acquiring required

competence. Scientifically, better understanding may help improve the precision

of explaining, predicting, and controlling participants’ English competence

acquisition.

The finding of this study hopefully can give input in the field of English

for Specific Purposes, especially English for Hospitality Industries. Since

nowadays this industry, especially hotel is becoming bigger, and the need to

communicate in English is a must. The technological benefit of this study is that

the institution offering the program could make an effective program, so that after

the students finished studying the program, hopefully they can join to the world

of Hospitality Industry and meet their qualifications.

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CHAPTER 2

LITERARY REVIEW

This chapter is related with the solution of the research problems. By

reviewing the literature, we can get more knowledge and find bases for the

answer of the problem. The purposes of this chapter are to clarify concepts and

their interrelations and to use these concepts to help answer the research

questions.

2.1 THEORETICAL REVIEW

The sub headings that the researcher is going to discuss in the following

paragraphs are: English communication, English Competence, and front office

personnel.

2.1.1 ENGLISH COMMUNICATION

The components of communication are the sender, message, medium,

receiver, and feedback. Interaction is the head of communication and it is what

communication is all about (Brown, 2001). People send messages, others receive

them, and those people interpret the messages in a context. They negotiate

meanings and collaborate to reach certain purposes.

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Today, in this global world, it is common for people to communicate with

people outside their cultural group. Intercultural communication affects people in

their personal and social lives, the classroom, and the workplace. Take for

example in Hospitality Industries, there are many tourists came to Indonesia.

They stay in hotels, then eat in a restaurant, travel using travel agent, and were

guided by a guide. People in this industry need to communicate in English.

Listening, speaking, reading, and writing are part of communication skills

(Brown, 2001). English is learned as a tool for international communication in

transportation, commerce, banking, tourism, technology, diplomacy, and

scientific research. According to Brown (2001), “students will no doubt be more

interested in the practical, non-stigmatized uses of English in various

occupational fields in their own country than imitating American or British

English.” They learn English in order to be able to use English for

communicative, meaningful purposes.

Communication will succeed if the sender can deliver the message to

receiver. Both the sender and the receiver need communication skills in order to

give and receive messages. They have good listening, speaking, reading and

writing skills because the messages might be written or oral.

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2.1.1.1 ENGLISH COMMUNICATION SKILL

In the following, each skill related to communication will be discussed further.

The skills can be categorized in two. Those are receptive and productive.

Listening is a receptive skill because it is requires people to receive and

understand incoming information (Nunan 2003). Historically, listening was

ignored. With the rise of communicative language teaching in 1800s, the role of

listening was increased. According to Nunan (2003: 26) Listening was seen as a

major source of comprehensible input. There were two views in acquiring

listening. Those are bottom up processing and top down processing. The

difference is lied on the way learner attempted to understand what they heard. In

bottom up processing, the learner started with the knowledge of vocabulary,

grammar, and the like. While in top down processing, the learner started from

their background knowledge.

Reading, same with listening, is also considered as receptive skill. There

was two major different according to Nunan. First, listening happened in real

time, where you cannot review to unknown words. Second, listening is often

needed response (productive) because it is sometimes in the middle of a

conversation. While in reading, we have the ability to go back and find the

meaning of difficult words. According to Nunan (2003: 68): Reading is a fluent

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process of readers combining information from the text and their own

background knowledge to build meaning. For learners of English as a second

language, reading is an important skill. It is important to learn in content class

where reading in English is required.

Speaking is one of productive skill. For many people, speaking is the

hardest skill to acquire. There are two reasons as stated by Nunan (2003). The

first reason is speaking happens in real time. The second reason is that when you

speak, you cannot revise what you said like in writing. For many years, students

were asked to repeated sentences from their teacher. With the communicative

language teaching, learners should interact during lesson. So the lesson should

consist of many opportunities for the learners to communicate in target language.

Writing is a physical and a mental act. At the basic level, writing is a

physical act. On the other hand, it is a mental work in getting ideas, organizing

them into sentences and paragraph. The purposes of writing are to express and

impress, because the writers serve themselves and the readers. Writing is both a

process and a product. A process when the writer imagined a topic, made draft,

edits. The reader saw it as a product to read.

2.1.1.2 ENGLISH FOR SPECIFIC PURPOSES

In English for Specific Purposes (ESP), there are two main areas: English

for Academic Purposes (EAP) and English for Occupational Purposes (EOP). In

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the EOP, there are two divisions: English for Professional Purposes and English

for Vocational Purposes (Evans, 1998). Within the English for Vocational

Purposes, there are two subsections: Vocational English and Pre-vocational

English. The classification diagram is below.

English for Specific Purposes

English for Academic Purposes English for Occupational Purposes

English for English for English for English for Englishfor English for (Academic) (Academic) (Academic) Management Professional Vocational Science and Medical Legal Finance and Purposes Purposes Technology Purposes Purposes Economics English for English for Prevocational Vocational Medical Business English English Purposes Purposes

Figure 1 ESP Classifications (Evans, 1998)

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Vocational English is concerned with the language of training for specific

trades or occupations, while Pre-vocational English is concerned with finding a

job and interview skills. English for Hospitality Industries is a part of Vocational

English, because it concerned with the language of training.

According to Evans (1998) during the late 1960s until early 1970s, the

focus of the ESP was written language. From the mid-1970s into the 1980s the

focus was more to spoken interactions based on a grammatical. It gradually

changed to a more functional. Materials were based on functions such as

Greetings, Agreeing and Disagreeing. From the mid-1980s the materials were

based on the actual situations such as meetings and telephone conversations.

In conclusion, English for Hospitality Industries is part of vocational

English. The researcher needs to focus on this part only, especially English that

is used by front officers to communicate with foreign quests.

2.1.1.3 ENGLISH AS A WORLD LANGUAGE

English has flourished and became a world language (Grimm in Crystal,

1995). By a world of satellites, televisions, radios and telephones, English will

continue to flourish. There is tourism also that spread the language. In the

seventeenth century, language was sea- and river-borne, moving at the speed of

the fastest ship. English is the de facto international language of the Third World.

It is an official language in some thirty-four countries (McCrum 1986). There are

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many English varieties now with local culture involved in it., such as Hong

Kong-English, Singaporean-English, etc.

The English spreading is visualized as three circles. Each circle represents

each way in which the language has been acquired (Crystal, 1995). The inner

circle refers to the traditional bases of English including the USA, the UK,

Ireland, Canada, Australia, and New Zealand. The outer circle refers to countries

in which English has become part of the countries institution: Singapore, India,

Malawi, and over 50 other territories. In those countries, English plays as ‘second

language’. The expanding circle refers to countries, which acknowledge the

importance of English as an international language. The countries, which are

included in this circle are China, Japan, Israel, Greece, Poland, and other states.

In these countries, English is treated as a foreign language.

According to the German philologist Jacob Grimm in his lecture

published in 1852:

Of all modern languages, not one has acquired such great strength and vigour as the English … (it) may be called justly a LANGUAGE OF THE WORLD: and seems, like the English nation, to be destined to reign in future with still more extensive away over all parts of the globe. (Crystal, 1995)

English is the dominant language in over 60 countries and is represented in every

continent and in the three major oceans (Atlantic, Indian, and Pacific). This

spread of English makes the term ‘world language’ a reality (Crystal, 1995). The

status of English is the result of two factors: the expansion of British colonial and

the emergence of the United States as the leading economic power of the 20th

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century. The English of the United States, which is heard on television, films and

radio, has become the voice of the First World in finance, trade, and technology

(McCrum et al, 1986).

The rise of English is a success story. Of all the world’s languages,

English is the richest in vocabulary (McCrum et al, 1986). About 350 million

people use English as a mother tongue. Three-quarters of the world’s mail,

telexes, and cables are in English. In the computers, English is used as the

information stored in it. Nearly half of all business deals are conducted in

English.

The journey of English has produced new Englishes, as it is stated by

McCrum (1986). Among them are Caribbean English, Indian English, various

forms of African English and Singapore English, which is known, sometimes as

“Singlish”. It is also in other sectors, that in learning English, the culture of the

mother tongue should be considered too.

It is obvious that English is needed in many fields including hospitality

industries. In this industry, people from all countries can communicate using

English. So it is a must for people who wanted to join this industry to be able to

use this language to communicate orally and written.

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2.1.2 ENGLISH COMPETENCE

A competency is a statement of what a student should be able to do

consistently in a distinctive part of the curriculum and at a specified grade level

(http://www.worldedreform.com/intercon/kedre9htm). In language learning for

example in grammar, the competency states that the students should be able to

write using the grammar they have been taught. So the standard of competency

must be observable.

Competencies are related to observable behaviors, which are important

for the successful completion of real world activities. It makes as clear as

possible what is to be achieved and the standards to measure achievement.

Docking (1994:11) in Richards 2002, points out the relationship between

competencies and job performance:

A qualification or a job can be described as a collection of units of competency, each of which is composed of a number of elements of competency. ...An element of competency can be defined as any attribute of an individual that contributes to the successful performance of a task, job, function, or activity in an academic setting and / or a work setting. ..

Based on the quotation above, competence in job can be shown in the

performance in a work setting. It can be seen from his succeed in dealing with the

task or the job.

In second language acquisition, there is a term called “communicative

competence”. This term was introduced by Dell Hymes as it is stated in Brown,

2000. According to Hymes:

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“…communicative competence as that aspect of our competence that enables us to convey and interpret messages and to negotiate meanings interpersonally within specific contexts.”

In order to construct communicative competence, according to Canale and Swain

(in Brown 2000), there are four different components to make it. Those are

grammatical competence, discourse competence, sociolinguistic competence and

strategic competence.

Grammatical competence is the competence that we associate with

mastering the linguistic code of a language, for example: lexical, syntax, and

phonology. Discourse competence concern with intersentential relationships. It is

the ability to connect sentences and to form meaningful utterances.

Sociolinguistic competence requires social context understanding in which

language is used, such as the roles of the participants, the information they share,

and the function of the interaction. Canale and Swain described the last

competence as “the verbal and nonverbal communication strategies that may be

called into action to compensate for breakdowns in communication due to

performance variables or due to insufficient competence.” In short, this strategic

competence is the ability to cope with imperfect knowledge through paraphrase,

repetition, avoidance, etc.

Lyle Bachman modified Canale and Swain’s model of communicative

competence (Brown, 2000). In his ‘language competence’, Bachman places

grammatical and discourse competence under organizational competence. In

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pragmatic competence, he puts illocutionary competence that deals with

functional aspects of language and Sociolinguistic competence that deals with

politeness, formality and culture related. While strategic competence was put as a

separate element of communicative language ability.

Canale and Swain description on four elements of communicative

competence might best described the intended meaning of competence. Those

four elements are needed to communicate oral or written using the skills. In short,

in this research, English competence is the ability to listen, speak, read and write

in English, since the English here as the tool to communicate.

2.1.3 FRONT OFFICE PERSONNEL

Many students are choosing careers in hotel industry, where English is the

primary language of international communication, in accordance with the boom

in the hotel industry and the availability of travel in these days. English for hotel

need extensive practice with day-to-day spoken English, both formal and

informal (Master, 1998).

The front office personnel is required to use English to respond and to

resolve any problem that might arise when the guest arrives at the hotel, during

the stay, and when the guest leaves the hotel.

According to Walker, front office has been described as the hub or nerve

center of the hotel. It makes first impression on the guest who relies for

17

information and service. As we know that many guests arrive at the hotel after

long and tiring trips. They want to meet people who can help them with a warm

smile and greeting.

Front Office Manager

Assistant Front Office Manager

Uniformed Front desk Concierge Communication Reservation Service shift leader(s)

Doorperson Front Desk Associates

Bell persons

Figure 2.2 Front Office Organizational Chart (Walker, 2000)

18

There are three main functions of the front office. The first is to sell

rooms. In hotel, all departments work as a team, for example, after reservations

office closes in the evening, all expected arrivals and available rooms are then

handed over to the front desk. The second is to maintain balanced guests account.

Here, the process begins with advance deposits, after that opening the guest

account, and posting all charges from various departments. The third is to offer

services such as handling mail, faxes, messages, and local and hotel information.

Usually the guests come to the front desk with questions, so the front desk

employees need to be knowledgeable about various activities in the hotel.

In order to do their functions, the front office personnel should have skills

that they need in order to communicate with the guests. According to English

club.com, the skills are greeting, asking information, giving information, giving

direction, and offering help. The detail description of skills was given in

Certificate in English for Hotel and Restaurant Purposes (2006). Below are the

statements that are in the handbook based on each skill.

Table 2.1 List of Communication skills (2006)

19

NO SKILL Competence

1. Listening The Employee can understand:

questions and instructions in standard language

standard information, requests and inquiries relating to areas of responsibility in

hotels and restaurants

routine customer inquiries if standard language is used

basic information concerning own area of work

the gist of announcements and messages

2. Reading The employee can understand:

information in advertisements, brochures, articles concerned with field of work

straightforward letters and standard texts such as appointments and invitations,

standard letters and inquiries concerned with hotels and restaurants

articles and reports concerned with hotels and restaurants

important information and details in all the above texts

3. Speaking The employee can:

give information about own place of work, company, hotel or restaurant, face to

face or on the telephone

make arrangements and decisions using familiar language

describe his/her work and comment on this

manage typical situations which occur at work

ask questions concerning situations occurring at work

give reasons for opinions/actions/decisions

4. Writing The employee can:

complete details in questionnaire or form

take a telephone message

pass on/ask for factual information by letter, fax or email, making the important

points clear

write a text on a subject in own specialist area, making the main points clear

write a CV in table form

write a brief report or minutes on routine matters using standard language

20

In conclusion, in front office especially front desk, the hotel employees

need to master communication skills and language function appropriate to the

field. This is necessary because they are in direct contact with the guests. They

also must master English, because some guests came from other countries, and

English can be used to communicate.

2.1.3.1 HOSPITALITY INDUSTRY

The hospitality and tourism industry is the largest and fastest growing

industry in the world (Walker 2002). This industry is made up of many different

professions. Hospitality Industry is a made up businesses that service people who

are away from home.

There are many reasons why people leave their homes temporarily to go

to other places near or far, alone or with the others. According to Arief, 2005,

there are 12 reasons or motivation: they want to have vacation, know other city or

country, go shopping, have business, visit relatives, attend invitation, joint sport

tournament, do medical check up, make movie, do research, do religious journey,

and the last one is to continue their study. Regardless of the reasons, people in the

Hospitality Industry have the job to welcome, inform, comfort those people who

are away from home. Many professions are necessary to fulfill the needs of those

people.

21

The scope of Hospitality Industry, according to Walker (2000) is Travel,

Lodging, Foodservice, and Recreation. Automobile, Coach, Rail, Cruise and air

are part of the travel system. Hotel, motels are included in Lodging. In the

Foodservice, there are restaurants and foodservice. Attractions, Gaming, Parks

are belonged to Recreation part.

The Hospitality business is opened 365 days a year and twenty-four hours

a day, because they are in services. Walker (2000) stated that there are 4

characteristics of Hospitality Industry. First, the industry depends on shift work.

Usually there are 4 shifts: from 7 A.M., the mid shift from 10 A.M. to 7 P.M. The

evening shift starts at 3 P.M. and goes on until 11.30 P.M. Finally there is a

‘graveyard shift’ which starts at 11 P.M. and lasts until 7.30 P.M. The second

characteristic of this business is intangible, because the product of this industry is

service and guest satisfaction. The third one is inseparability of production and

consumption of the service product due to each quest’s demands. The last one is

the perishability of the product. For example, there are 1.400 rooms available to

sell, but we only sell 1.200 rooms, so we have lost 200 rooms and their revenue.

According to Arief (2005), regardless of the characteristics, this industry

needs a lot of employments. Whether they are in direct contact with a customer or

performing duties behind the scene, they have the ability to affect the human or

guest experience by creating powerful impressions. Just in the hotel business, it

22

provides job opportunities to many people, who help to make reservations, greet,

assist, and serve the guests.

There is a paradigm shift in corporate American hospitality (Walker,

2002). The shift is from the emphasis of the production aspect of the business to

the focus on guest-related services. Giving a satisfaction service to the guest is a

very difficult task. We never learnt that in school. To serve is to provide goods

and services. The main point in teamwork is, someone in the back is serving

someone in the front, who is serving guest.

In the following paragraphs, these industries, which are divided into three

main parts, will be discussed further. Those are tourism, lodging (hotel), and

restaurant.

According to Walker (2002) “Tourism is a dynamic, evolving, consumer-

driven force and is the world’s largest industry if all of its interrelated

components are placed under one umbrella, travel, lodging, foodservice and

recreation.” There is interdependency between those components. People go to a

place and stay in a hotel, ate in a restaurant, went to some interesting places using

transportation (travel agent).

A travel agent is a person who acts as a travel counselor, who helps the

customers to arrange their traveling, for ticketing or reservation in hotels. There

are many reasons why people travel. Traveling for pleasure is one of them. There

are different places for different people, probably because of weather, culture, or

23

shopping facilities. Customers in the recreation places expect some information

about those places. They will get it from the guide. A guide is a person who

knows about the history of the place.

In the United States, the American Automobile Association (AAA)

classifies hotels by diamond award, while the Mobile Travel Guide offers a five-

star award (Walker, 2002). In Indonesia, the rating uses the five-star award.

Hotels may be classified also according to location, price, and type of service

offered.

In the management structure, we have General Manager who is

responsible for the performance of the hotel and also its employees. Below GM,

there is the executive committee. This committee includes directors of human

resources, food and beverage, rooms division, marketing and sales, engineering,

and accounting. The structure of the management in large, mid scale, and small is

different. The bigger the hotel, the management structure will be more complex.

In a restaurant, general manager is in charge of all of the operation.

Another important duty is to organize and control the staffing of the restaurant.

The servers are expected to be NCO (neat, clean, and organized) according to

Walker (2002). There are seven steps to serve guests. First, greet the guests and

then introduce and suggestively sell beverages. The next are suggest appetizers

and take orders. After that check to see that everything is acceptable for the

guests and ask if the guests would like another drink. Finally, bring out the

24

dessert and suggest after-dinner drinks. The server should master the menu, if the

guests need an explanation, and also have a good communication skill. From the

description, we can conclude that in this industry English is needed, because it

can be said as a universal language. In hospitality industry, communication is an

important factor, because in serving the guests, good communication skill is

needed.

2.1.3.2 HOTEL SERVICE

The word ‘hotel’ was started to be used since 18 century in London

(Arief, 2005). This word was taken from the word ‘hostel’ from France. It was a

big house, which was equipped with facilities to be rented daily, weekly, or

monthly.

According to SK Menparpostel no. KM.34/HK,103/MPPT-87, as it is

cited by Arief, 2005:

“Hotel adalah suatu jenis akomodasi yang mempergunakan sebagian atau seluruh bangunan untuk menyediakan jasa pelayanan penginapan, makan dan minum serta jasa lainnya bagi umum, yang dikelola secara komersial serta memenuhi ketentuan persyaratan yang ditetapkan di dalam Keputusan Pemerintah”. [Hotel is a kind of accommodation that used some parts or the whole parts of the building to provide accommodation service, food and beverages, and other services for public, which is commercially arranged and fulfilled the government rules.]

25

It is clear that hotel is a commercial business that must be for public. A

hotel must have at least three kind of facilities or product. Those are:

accommodation, food and beverages, and also 24 hours of service.

A hotel has a primary function that is to provide lodging accommodation.

It needs cooperation of a large and diverse group of people. Each hotel has its

own functions and departments, depends on how large the hotel is or the types of

hotel. A general manager usually runs a large hotel and key executives who head

major departments. Those departments are rooms division, food and beverage,

marketing and sales, human resources, accountant, and engineer or facility

(Walker, 2000).

There are many functions of hotel. First of all, a hotel can serve as a place

for the guests to take a rest after having a journey from their origin. That’s why

people called ‘Hotel is a home far away from home’ (Arief, 2005). A hotel can be

a place to hold a meeting, seminar, or workshop for businessman, teacher or any

other group. It is also can be a place to promote a company or a product. A hotel

can serve as a place to relax or enjoy and also can be a place to meet and hang out

with friends or relatives. For students especially, a hotel can be a place to add

knowledge and experience. The last function for hotel is as a place to earn living,

especially for the management and the employees).

26

In this paper, the researcher will focus only on the front office

department, especially the personnel’s competence. Front office is part of rooms

division. The followings are activities that are usually done by front officers:

“greet guests as they arrive at the hotel, escort them to the front desk, and then

personally allocate the room and take the guest and luggage to the room.”

(Walker, 2000) Those practices belong to guest service associate (GSA).

2.2 THEORETICAL FRAMEWORK

Lived-experience is what people in a particular group directly experience

in their life. It is what other people try to investigate and interpret in narrative.

As front office personnel, they have to realize that they are in the

hospitality industry in which it considered that guest is the king and a business

partner. Because hotel business depends on the amount of guest stayed, so, as the

nerve of the hotel, the front office personnel must have good communication skill

in order to give the best service and pleased the guest. If the guests were satisfied

with the first stayed, they will surely come for the second, the third and etc.

English competence is what the personnel must have. This competence is

needed, because it is related to their task to provide information. The front office

personnel must master English to communicate especially to foreigner to give

guest satisfaction.

27

In performing their duty, the front office personnel need to improve their

communication skill day by day. The communication skills are related closely to

the four skills, which are used to communicate. Those are listening, speaking,

reading, and writing. Although not all of those skills used, but those skills

sometimes integrated in order to reach the goal of communication.

To find out the English competence of front office personnel, we need to

go to the work place and find out the answer. Involving those personnel as

participant is a must, in order to get their lived-experience.

In short, to understand front office hotel personnel lived-experience of

English competence, it is necessary to record their narratives and interpret them.

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CHAPTER 3

RESEARCH METHODOLOGY

In this chapter, the researcher elaborates the method in order to solve the research

question empirically.

3.1 METHOD

In designing a research, there are three concepts to be considered

according to Creswell (2003). They are knowledge claims, strategy of inquiry and

method of data collection and analysis. A group of researchers claim knowledge

through a participatory approach. These researchers believed that a research

should contain an action agenda for reformation (Creswell, 2003). The

participants are involved actively in the research. It should change the lives of the

participants and their surrounding, such as the place where they work, and even it

may change the life of the researchers.

The second consideration is the strategies of inquiry. It provides specific

direction of procedures in a research design. In qualitative research, there are

some strategies, i.e. ethnography, grounded theory, etc. In this research the

researcher used narrative research. Clandinin and Connely in Creswell (2003)

stated that:

Narrative research is a form of inquiry in which the researcher studies the lives of individuals and asks one or more individuals to provide stories

29

about their lives. The information is the retold or restoried by the researcher into a narrative chronology. In the end, the narrative combines views from participant’s life with those of the researcher’s life in a collaborative narrative.

The third one is the specific methods of data collection and analysis.

Researchers got data from the use of instruments (such as questionnaire), tests or

by observation. The types of data can be numeric or text information depended

on the research approach.

A qualitative research is conducted in a “normal” situation, which reflects

everyday life of individuals, groups, societies, and organization. Usually it is

done through an intense contact. By doing qualitative research, the researcher can

see chronological flow and see which events led to which consequences. Beside

that, the researcher also can get some knowledge beyond phenomenon. It tries to

portray ‘what it is like’ to be in a particular situation, to catch the reality of

participants’ lived experience of, thoughts about and feelings for a situation

(Cohen, 2000).

The procedures that the researcher took are first of all doing the literary

study, in which the researcher tried to collect as much as information about

standard competency of front office personnel in using English as a tool to

communicate. It is not possible to interview all the front officers because of time

constraint. The interview is needed to get deep information and clear description.

30

3.2 NARRATIVE

In phenomenology, we try to find out what the world reality means to the

participant. As it is stated in Patton, 2002:

… is a focus on exploring how human beings make sense of experience and transform experience into consciousness… thoroughly capturing and describing how people experience some phenomenon – how they perceive it, describe it, feel about it, judge it, remember it, make sense of it, and talk about it with others. So, this research focused on how we put together the phenomena we

experience in such a way as to make sense of the world. Patton also mention that

a phenomenological study is the study that focuses on descriptions of what

people experience and how it is that they experience what they experience.

Qualitative data is in the form of words. This data is gathered based on

observation, interviews or documents. This kind of data usually occurs in natural

setting. In accordance, it has its richness and enables the researcher to make thick

descriptions. Qualitative data also can be supplement to validate, explain or

interpret quantitative data from the same setting.

There were two kinds of data in this research. Those are from the literary

study, questionnaire and interview. The questionnaire is conducted to replace the

interview that the researcher wanted to conduct. From the questionnaire, the data

is in the form of words, while the interview is held to get riches data.

31

3.3 DATA

Setting and participants of this research were described in the following.

3.3.1 SETTING

This study was conducted in Salatiga. To be more specific, was in Laras

Asri Hotel in Salatiga. This hotel is equal to four star hotels and it has a resort

concept and spa. Reason for choosing this city is because the researcher live in

this area and Laras Asri Hotel as one of the biggest hotel in Salatiga.

As we know that although Salatiga is a small town, but there are many

foreigners here. We also have one International School. The visitors are also

those foreigners that came from Asia, such as Korea, Japan and also from

western, such as America.

December was big season for Hospitality Industry because of long

holidays, so it was rather difficult to interview the front officers. The researcher

has asked permission to do the research in Laras Asri Hotel in Salatiga. Actually,

the researcher would like to do interview, but because once again December was

a peak season for the industry so, instead they asked for questionnaire to be filled

in their free time during their work. There were two employees that can be

interviewed on December 29, 2007 and January 14, 2008.

32

3.3.2 PARTICIPANTS

As it was stated before in the Introduction that this research is very limited in

setting, so the number of participant also limited. The participants of this research

were 6 front officers from the Front Office Department.

According to Patton, 2002:

There are no rules for sample size in qualitative inquiry. Sample size depends on what you want to know, the purpose of the inquiry, what’s at stake, what will be useful, what will have credibility, and what can be done with available time and resources.

In this research, the participants are 6 people, which consist of one female

and five male. It is because from one hotel, there are only around six people in

the front office department. There are only two that are being interviewed, it is

because of the available time that the participants have at that moment is limited.

Following is the respondents’ identification at the time the research was

implemented. The researcher only used sham name here in order to respect the

participant.

33

Table 3.1: Participants’ Identification

NO NAME/INITIAL SEX AGE WORK SINCE EDUCATTION

1. Marta Female 24 14 December

2007

D4 Perhotelan

2. John Male 29 2006 D1 Perhotelan

3. Ken Male 21 15 February

2005

D1 Perhotelan

4. Marcel Male 23 July 2006 College student

5. Andy Male 28 2006 Senior High

School

6. Paulo Male 28 30 August 2004 DIII

3.4 DATA GATHERING INSTRUMENTS AND DATA PRESENTATION

To get the data, the researcher needs instruments. These instruments were

needed to help the researcher to get thick description. The instruments of this

research were questionnaire and interview.

Lived experience of a person is how he perceived it, describe it, feel about

it, judge it, remember it, make sense of it, and talk about it with others. In order

34

to know their lived experience concerning the English competence, there are six

kinds of questions that can be asked on any given topic according to Patton. But

here, the researcher only used four of six, because those four kinds of questions

are enough to find out the lived experience of the participants. Those are:

behavior (what people experience or action), opinion (people’s judgment,

intention), feeling (emotions), and knowledge (respondents’ factual information).

3.4.1 INTERVIEW

Only two employees were willing to be interviewed during their free time.

The first interview was held on December 29, 2007 in her boarding house and it

was recorded. The second interview was held on January 14, 2008. The

interview was held to get the deep understanding about the lived experience and

also about the questionnaire that they have filled before. They are the front office

personnel who filled the questionnaire that the researcher has given before. The

interviewees are the first is Marta (female) and the second is Marcel (male).

3.4.2 QUESTIONNAIRE

The questionnaire contained completely open-ended questions, because

from the beginning actually the researcher did not expect to give questionnaire.

Because of the research was conducted in December, which was a very busy

month for the hotel, so they asked to replace the interview with the questionnaire.

35

There were six (6) front office personnel that can be given the

questionnaire. The questionnaires were given on December 19, and collected on

December 28 2007. The first part of the questionnaire is their personal identity

and the second part of the questionnaire is the open-ended questions. There are 8

points that the researcher ask, included their understanding, action, intention and

feeling about their lived experience and about the four skills in communication.

3.5 DATA ANALYSIS AND INTERPRETATION

Qualitative data is what happens in a particular social setting, which is in

a particular place and among a particular group of people (Holliday, 2002). Data

is what the researcher sees and hears in the field, and it is collected and recorded.

Qualitative research also uses interviews and questionnaires. According to

Holliday:”… that observation notes, research diaries, interviews and

questionnaires are not types of data, but devices for collecting it.”

Before analyzing the data, we need to compile the data. According to

Brown and Rodger, 2002:

Compiling data means putting all the data together in one place in such a way that you can more easily analyze and interpret them. This might mean putting numerical data in rows and columns on graphing paper or in a spreadsheet, or it might mean transcribing taped interviews, or coding activities observed in a classroom.

So, compiling the data means organizing data into good order or outline, so it will

be easier for the researcher to analyze it.

36

There are some steps in analyzing qualitative data. First of all is data

reduction. In this step, the researcher tries to code the data. This is already part of

the analysis, because in this part, the researcher also has tried to select which data

is necessary or which data can be eliminated. After that, the researcher displays

the data by creating matrix. This can make the researcher and the reader easy to

read the data. The next step is conclusion drawing and verification. The

researcher makes some conclusion and then verifies the conclusion that he made.

37

CHAPTER 4

DATA ANALYSIS

In this chapter, the researcher presented the data thematically. This chapter is the

anchor of this thesis, because the discussion and the analysis of data are in this

chapter.

4.1 THE USE OF ENGLISH IN THE WORK FIELD

English is prerequisite to be the front office personnel. Front office

personnel to communicate with foreign guests used it. Even though English was

really needed, the use of it depended on the shift that the front office personnel

have. Each shift has different characteristic.

Before the researcher discuss about this further, it is better to review from

the theory in Chapter II, that according to Walker, 2002, the hotel industry

usually has four shifts (page 20). It was interesting because the two interviewees

have rather different answer about the shift. The first interviewee (Marta) said

that there were 5 shifts for men. Those are at 7 am, 10 am, 12 pm, 3 pm, and 11

pm. There were 4 shifts only for woman, because woman never been put in the

night shift (11 pm).

38

Extract 4.1 Interview

R : Ada berapa shift dulu deh?

[R : How many shifts are there?]

Marta : Ada 3 shift ..e sebentar … pagi, middle, siang, malam, ya bisa dibilang 3. Jam 7, jam 10, jam 12, jam 3, jam 11, lima .. bisa dibilang 5 … 5 shift, tapi kalo itu untuk laki-laki, kalo perempuan paling cuman 4, karena perempuan tidak mungkin ditaruh di yang masuk jam 11 malam, jadi paling malem itu jam setengah sebelas jadi masuk jam 3 kalo perempuan.

[Marta : There are 3 shifts..e..wait a minute…morning, middle, noon,

night, yes, it is three. 7 am, 10 am, 12 pm, 3 pm, 11 pm, five…it can be said five…five shifts, but that’s for men. For women there are only 4, because women can not be put in the 11 pm shift. For women the latest shift is 3 pm, so they can come home at 10.30 pm.]

From the extract 4.1 Marta did not really sure with her answer, whether

there were three, four or five shifts. While according to the second interviewee

(Marcel), the hotel has 3 shifts, which were started from 7 am until 3 pm, after

that 3 pm until 11 pm, and the last shift or graveyard shift is started from 11 pm

until 7 am.


R : Ada berapa shift yang ada disitu? [R : How many shifts are there?]

Marcel : Ada 3 shift, yang dibagi jam 7 (pagi) sampai jam 3 (sore), jam 3 (sore) jam 11 malem, yang malem jam 11 sampe jam 7 pagi.

39

[Marcel: There are 3 shifts, 7 am until 3 pm, 3 pm until 11 pm, 11 pm

until 7 am.] From extract 4.1 and 4.2, although the question from the researcher was

the same and they both worked in the same place but the answers were a little bit

different. The differences probably occurred because if we look back to the

respondents’ identification, the two respondents have different job experience in

relation with the length of time in which they have worked in that hotel. Marta

has worked for fifteen days at the time of interview (December, 29, 2007) while

Marcel has worked for one and a half year.

From the questionnaire in the Appendices, below were the activities that

they did in their work field in which they use their English to communicate with

foreigners.

Table 4.1 Front Office Activities

Activities Taken from Appendix

Answering telephone (telephone courtesy) A1, A3, A6

Process of check in and check out A1, A2, A4, A5, A6

Explaining hotel products A2, A4

Correspondence (letter, memo) A2, A4

Talking to supervisor A3

Greeting the guests A3

40

Confirmation process A4

Taking the guests to their room, to downtown, to work A5

Showing (hotel tour) A5, A6

Handling complaints A6

The data above was taken from the questionnaires. The left column was about the

activities, which the front office personnel did in relation with communication

with foreigners.

From the table above (4.1), the front office personnel agreed that they use their

English mostly in the check in and check out process. There were five

participants who wrote in their questionnaires (in Appendices) that the process of

check in and check out is the common activities when they use English. In the

interview with Marta, she also said that she used English only in check in and

check out process.


R : E…pertanyaan terakhir, selama di reseptionis disini e.. pekerjaan..atau kegiatan yang hubungannya dengan bahasa Inggris dengan tamu asing

[R : E…last question, during your job as receptionist here…what

kind of activities that related to the use of English with foreign guest?]

41

Marta : Ya, Cuma itu aja paling check in, check out. Kalo check out, Cuma, “check out sir, what your number e…room number? Itu aja udah, dia sebutin nomor, buka billing trus menyampaikan kekurangannya itu aja, kekurangan yang harus dia bayar trus print udah itu aja.

[Marta : I think, they ares only check in and check out. When the guests

want to check out, I just said, “Check out sir, what your number e…room number? He mentioned the number; I give him the bill and told him how much he had to pay. After he paid, we printed the receipt. Finish.]

This argument also supported by Marcel through the interview. He said that in

front office, actually the major jobs that related to communicate with foreign

guests were quite simple. Those were basically checked in and check out.


R : e… berarti bahasa Inggris yang digunakan Cuma … ini ya …

[R : e…so it means that the English used was only for…]

Marcel : Sebagian besar Cuma ya check in – check out.

[Marcel: Most of the time, it is used only for check in – check out]

Both of the interviewees in extract 4.3 and 4.4 agreed that the check in

and check out process were the main jobs. Other participants in table 4.1 also

supported it. If we went back and looked at Table 4.1, handling reservation and

telephone courtesy was in the second position after check in and check out

42

process. Handling reservation is part of receptionist job, especially if there were

no reservation personnel, as it was stated in the interview with Marta.


Marta : …apalagi kalo seperti dia mau ngecek reservasi atau mau konfirmasi atau mau melakukan reservasi, karena di reseption itu juga multi karena reservasinya kan satu orang, jadi otomatis kita juga harus mbantu reservasi.

[Marta : …furthermore, if he/she wanted to check the reservation or

confirm, or do the reservation, because there’s only one person in reservation, so as receptionist, we have to help the reservation.]

Actually, handling reservation is not part of the receptionist job, but if the

person in charge was absent, receptionist must handle it. The next, after handling

reservation and telephone courtesy, there were explaining hotel product,

correspondence and hotel tours (from Table 4.1). No real communication or

conversation happened in the front office, which involved the front office

personnel and foreign guest. The guests only came to the front office when they

wanted something or to ask something. After they got what they want, they left

the front office.

43


Marta : Tidak ada komunikasi, tidak ada percakapan, dan jarang juga tamu mampir itu untuk ngobrol itu … gitu jadi ya itu aja, trus paling … menyampaikan informasi, trus mungkin Tanya swimming pool atau restaurant. Tanya bukanya jam berapa atau ada acara apa, gitu aja .

[Marta : There is no communication, no conversation, and it is very

rare that the guest stopped by at the receptionist to have a chat. We just give information, for maybe they asked about the swimming pool or restaurant, or maybe they asked what time it opened and if there were any special occasions.]

In short, what happened in the front office was two-way communication,

where there were two parties involved, sender and receiver. It can be said that it

was a question and answer session only, where mostly the guests asked

information and the front office personnel responded by giving the answer of the

guests’ questions. Like it was stated also by the second interviewee, that the front

office personnel only interact with guest in the form of question and answer.


Marcel : …Sebenarnya simple kalau di front office tu ya, yang ini … yang disini check in-check out sih bu. Cuman disebagian hotel dibedakan antara billing dan kasir, jadi mungkin di hotel lain lebih simple dari ini. Mereka Cuma Tanya, bapak check in nya kamar ini, jenisnya ini, atas nama ini, udah gitu aja.

[Marcel : …Actually, what happened in the front office is simple, only

check in – check out. In some hotels, there is a differentiation between billing section and cashier, so maybe in other hotels it might be simpler from this. They just asked, Sir, you check in in this type of room, your name.]

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So from the first data analysis, we can get description about the work setting. The

relation between the shifts and the specific activities was revealed from the

interview with Marcel.


Marcel : Kalau shift pagi biasanya mereka ketemunya lebih besar ke check out nya …kita menanyakan billing, tambahan konsumsi. Terus pertanyaannya, kapan mau balik lagi ke hotel?

[ In morning shift, mostly we handle check out process, we ask the bill, additional thing. Then the queston is, when will you return to the hotel?]

Jam 3 mereka biasanya lebih menghadapi ke check in

nya bu. Mereka check in, check in time kan jam 2 siang, Mereka biasanya, check in aja prosesnya mungkin memastikan apakah pesan kamarnya tepat, mungkin dalam bentuk set up bed, queen atau twin, trus jenis kamar, terus lagi konfirmasi masalah harga dan metode pembayarannya.

[ At three p.m. they usually handle check in process,

because check in time is 2 p.m. They confirm the reservation, whether the guests have the right room or not, such as the type of the room, then the price and payment method.]

Yang malem, mereka closing, jadi istilahnya nutup

bill…closing bill…ndak ada komunikasi kalau malem sama sekali, hanya check billing aja bu.

[ At night shift, they closed the bill, so there was no

communication at all at night, just checking the bill.]

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In conclusion, each shift has its own specific activities that the front office

personnel must handle. In the hotel, the check in time is 2 p.m. and the check out

time is 12 p.m. Therefore, morning shift personnel (7 a.m. until 3 p.m.) usually

handled check out process and afternoon shift personnel (3 p.m. until 11 p.m.)

handled check in time, while the grave yard shift handled the closing.

4.2 LEVEL OF PERFORMANCE

Based on the questionnaire from six participants, each has different

opinion about which performance is easier than others. But if we related to the

first point of Chapter IV, the discussion in this part related closely to the previous

point. When the participants thought that it was easy, it means that their English

competence was good at that point. On contrary, if they thought that it was not

easy, it could be said that they have difficulty in performing their English

competence. It might be that their skills in communication were limited in those

activities, and surely it as related to the skills that they mastered.

Table 4.2 Level of Performance

Appendix Easiest (1) Hardest (6)

A1 When the guests want to sign or pay When the guest (by phone) want to

be pick up

A2 When we talk to foreign guests Correspondence

A3 When we talk to foreign guests greeting on the phone (telephone

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courtesy)

A4 When we talk to foreign guest Correspondence

A5 Taking the guest to their room Showing/hotel tour

A6 Check in process Handling complaint

From the questionnaire in Appendix A1 point 2.3.g, Marta wrote that she

couldn’t understand guests’ intention because they talked too fast and it seemed

that the guests were impatient. In the interview with her, she said:


Marta : … saya bisa, tapi yang by telephone minta pick up itu dari PT. K, karena memang orangnya tegangan, emosian gitu jadi saya nervous dulu trus saya lempar ke senior. Ngomongnya ndak jelas, jadi saya bingung, trus udah gitu memang sudah digaris bawahi K itu harus dengan cepat gitu lo, jadi langsung begitu dengar K, langsung saya lempar.

[Marta : …I can, but the person from PT. K, who asked to be picked up by phone, was a tempered man. Since he made me nervous, I gave the phone to my senior. He spoke unclearly, so I was confused. It was true that we have underlined PT. K. It meant that we have to give response quickly, so when I heard PT. K., I directly gave it to my senior.]

According to participant 6 (Paulo) from the questionnaire in Appendix 6,

the hardest part of the job is handling complaint. In his questionnaire, he wrote

that it was difficult because he had to think three times. First, we have to translate

what the guests said into Indonesian. After that, we tried to find the answer or

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solution in Indonesian. Finally, we translated from Indonesia to English to be

delivered to the guests. This also supported by Marta in the interview:


R : La, kalo menghadapi komplain, ada komplain kan mestinya beri jalan keluar

[R : So, when you were dealing with complaint, you gave the

solution.] Marta : Kita mendengarkan dulu, kalau komplain kan sudah pasti kan ya

ini berarti harus listeningnya yang bagus karena tamu komplain kan otomatis kan dia bisa jadi loss control ngomongnya yang blabla.. dan kita mendengarkan itu kan mendengarkan sambil memahami, sesudah dia selesai ngomong baru kita apologize dulu minta maaf mengakui kesalahan kita, kesalahan siapapun harus kita yang akui kan gitu mengakui kesalahan kita baru setelah itu kita memberikan solusi, kalo memang kita belum mampu kita minta tolong dia untuk tunggu sebentar kita panggil atasan kita. Biasanya begitu

[Marta : First, we listened. If there was a complaint, we have to listen

carefully. The guests might loss control and talked blablabla…while we were listening, we also have to understand. After he finished the talk, we apologized and admitted the fault. We have to admit that it was our mistake even though other people did it. After that we gave solution. If we cannot handle it, we asked him to wait while we called our supervisor.]

R : Rasanya gimana, apa ini yang paling susah? [R : How did it feel? Was it the most difficult part?]

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Marta : Ya..sudah pasti susah ya, karena otomatis khususnya buat saya

yang bahasa inggrisnya ndak bagus gitu otomatis pada saat orang komplain kan tidak bisa kita ajak mencari bahasa lain untuk bisa saling memahami jadi mau tidak mau kita harus memahami itu yang paling susah, karena sudah pasti banyak yang tidak saya pahami kalo orang komplain dalam bahasa Inggris

[Marta : Yes, it was definitely difficult. For me, whose English is not very

good, when they complained we couldn’t find other kind of communication. Whether we like it or not, we have to understand it . That was the hardest part, because there were so many things that I did not understand when people complained in English.]

When the researcher asked about what she did in dealing with complaint,

the answer was almost the same with Paulo. She said, that in dealing with

complaint, she must listen carefully to the guests, because usually when the

guests complaint, they sometimes loss control, so they tend to speak fast and

unclear because of the emotion. While listening, she tried hard to understand the

problem, and after that she apologized. Anybody’s mistake must be admitted and

then gave solution. If she cannot finish it, she will ask the guests to wait for a

moment and called the supervisor.

From the most mention activities, those are: check in-check out, handling

reservation, telephone courtesy, explaining hotel product, correspondence and

showing or hotel tour, it can be said that the easiest job and always be mentioned

in the interview were check in and check out, like in the extract 4.7.

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According to the second interviewee, it was simple because they only

asked standard questions from the form when they handled the check in and

check out process. This statement also supported by Marta.


Marta : Kalo kita menguasai bahasa Inggris sudah pasti semuanya gampang apalagi memberikan informasi itu lebih gampang, karena otomatis kan Tanya jawab, kalo memberikan informasi kan tamu Tanya swimming pool ada berapa, dimana letaknya, kan Tanya jawab kan , kalo kita penguasaan bahasa inggrisnya bagus itu otomatis ini gampang tapi kalo seperti untuk saya e..mungkin yang reservasi lebih gampang karena yang ditanyakan baku kan. Hari kapan jadi sudah baku, sana tinggal jawab untuk tiga hari mulai dari tanggal ini check out tanggal ini, saya perlu satu kamar bed besar..paling gitu aja.

[Marta : If we can speak English, it is definitely that everything is easy.

Giving information is easier, because it is only question and answer session. For example, when the guest asked how many swimming pool and where they are, we just give the answer. For me, maybe dealing with reservation is easier because what being asked are in the form, such as the date, how long, the type of room.]

It was easy to ask standard question, like ‘when will you come? How long

will you stay? What kind of room do you need? All of those questions referred to

the form (like in the Appendix D), so they just ask based on the information

needed and guided by the form.

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4.3 EXPERIENCES IN HANDLING THE GUEST

In this part, the researcher would like to tell the experiences from the

respondent in handling the guest. Not all of the activities in point 4.1, were

discussed in this part, because the participants also did not complete the

questionnaires they collected.

Extract 4.12 From Appendix A6

Showing/hotel tour : ada pernah ketika 1 keluarga dari Eropa timur showing, berhubung tamu tidak begitu fasih berbahasa Inggris, jadi harus menjelaskan 2-3 kali, bahkan beberapa kali pakai bahasa tarzan.

[Showing/hotel tour : there was once, when one family from East Europe joined the hotel tour. They were not very fluent in English, so we have to explain 2 or 3 times, and sometimes we even have to use ‘bahasa tarzan’.]

So, when the guests cannot speak or understand English well, the respondent

must explain two or three times, and also he had to use ‘bahasa tarzan’ (tarzan

language). It means that body language also involved in the communication, not

only the four kills. In Tarzan’s story, Tarzan was a baby who lived in a jungle

and being raised by a mother gorilla, so he could not speak and act like human

although he was a human. When he grew up, he met human and Tarzan tried to

communicate using body language.

The above situation also being experienced by the first interviewee in:

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Marta : Kalo ketemu langsung itu kita bisa pake bahasa tarsan atau paling nggak gini untuk menjelaskan muter itu kan kita agak2 enak hati tapi kalo ditelpon kan harus yang tepat gitu lo, karena kan by itelpon kan nggak enak menjelaskan berpanjang-panjang, muter-muter, tapi kalo ketemu langsung gini kan ini dia nggak mudeng bisa pake seperti ini lo, seperti ini lo..pake penggambaran gitu lo…biasanya gitu trus kena gitu. Seperti waktu saya di horizon kan saya..saya di service waitress tapi yang western, jadi special western , otomatis kebanyakan tamu yang kesitu kan tamu2 asing yang untuk makan steak, itu dinner …

[Marta : When we met face to face, we can use ‘bahasa tarzan’ or it’s ok

to talk winding around, but on the phone, we have to talk precisely what we meant. It’s rather confusing to talk about something in a long way. If we met face to face, we can use the description. It is usually understandable. Take for example, when I was in ‘H’ hotel. I was as a waitress for western specialty, so most of the guests were foreigner who wanted to have steak, dinner…]

She also mention the same term with Paulo, that was ‘ bahasa tarzan’. Probably

this term was a special term for front office personnel when they cannot use

English to communicate with foreign guests. In other words, they also use body

language to send the messages in the communication process with foreigners.

From Appendix 4 point 2.3.f, Marcel shared his experience in

confirmation process. He had to repeat information that he got three or four

times, if it was not clear. The same with that was from Appendix 2, guests often

spoke with their languages fast, so we often asked the guests to repeat again.

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Actually, there were many experiences in the questionnaire of the six

participants, but they did not give clear enough explanation, so the researcher

found it difficult to retell the story. Probably this was one of the weaknesses of

questionnaire; it cannot give clear description of the matter.

4.4 OPINION ABOUT THE FOUR SKILLS IN COMMUNICATION

Opinion is what people think about something. Below is the respondents’

opinion about each skill.

Listening

Below is the result of the participants’ opinion on listening.

Table 4.3 Participants’ opinion on Listening

Opinion Appendix

It is very important, but the problem here is too many

different dialects from different country.

A1

It is sometimes difficult to differentiate guests’ voices

because the vocabularies are almost the same.

A2

It is very needed to start the interaction and

communication to foreign guests.

A3

Sometimes it is difficult to know unclear words

because they (foreign guests) speak too fast.

A4

By listening carefully, we can directly understand

what they want.

A5

It is a must! As a start to learn foreign language A6

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From the table above, most of the participants agreed that listening, as a part of

communication process was very important. The first respondent mentioned

about different dialect, which she explored also in the interview.


R : kalo Korea itu susah ndak bahasa Inggrisnya?

[R : Is it difficult to understand the Korean English?]

Marta : e…agak susah ya, memang .. memang orang korea, orang Taiwan ... jenis orang cina2 gitu, bahasa inggrisnya biasanya kan pake ngikut lafal mereka gitu, jadi agak sulit gitu, trus kalo India ada, India kemarin ada..ada tapi..indianya masih mending India kalo untuk bahasa inggrisnya kan masih bisa didengar gitu, tapi kalo yang korea dan cina kan ada ikut … ikut aksen2nya mereka..jadi sulit..

[Marta : Yes, it was rather difficult…Korean, Thailand, so

basically Chinese, they speak English in their accent. Yesterday, there were people from India, but their English is more understandable compared to Chinese English.]

R : Tamunya sering Asia ya? [R : Did the guests mostly come from Asia?] Marta : Iya ada juga sih yang bukan asia, tapi ya, maksudnya

kalo yang dari Amerika ata Inggris langsung itu kan biasanya setiap dia ngomong kita dengerin itu sudah masuk bisa, tapi kalo dari yang muka bule juga tapi mungkin dari mana ya … seperti Itali itu kan mukanya muka ble, bule ialic. Itu beda aksennya itu … kebawa-bawa bahasa mereka itu … mungkin ada ‘o’ nya, biasanya gitu.

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[Marta : Yes, there were also people who didn’t come from Asia.

When we heard American or British English, we can understand it. But if we see ‘bule’ (foreigner), like for example, foreign from Italy, they spoke different English. Because they have different accent, which has ‘o’ in every word.]

As it was stated before, that in listening they have difficulties in

recognizing dialects, like in the above description, she has a difficulty in

understanding English spoken by Korean and Chinese because of their dialect.

For Italian, they usually speak English with many ‘o’. So, every nation has its

own English. As it was stated in Chapter 2 page 13, that the journey of English

has produced new Englishes.

In the next extract, Marcel will also describing the same difficulties.


R : Terus, nah sekarang ini yang ada di kuesioner. Kan mendengarkan, kadang sulit membedakan kata-kata yang kurang jelas karena mereka berbicara terlalu cepat. Ini ada pengalaman?

[R : So now, let’s look at the questionnaire. In listening, you

wrote, sometimes it’s difficult to differentiate unclear words because they speak too fast. Do you have any experience?]

55

Marcel : Jadi kalo action…apa namanya ya bu ya, aksennya dari orang bahasa Inggrisnya dari Itali, Denmark, dari Singapur itu sudah beda-beda, masih kebawa logat mereka masing-masing.

[Marcel: The English accent from Italy, Denmark, and Singapore

are different. They still have their own accent.] R : Selama disana, kamu ketemu orang apa aja? [R : When you were there (at the hotel), what kind of people

did you meet?] Marcel : Singapur, Inggris, Denmark, terus yang Inggris Australi,

itu yang sering sih bu. Beda-beda banget, jadi logatnya masih kebawa mereka. Kalau Singapur itu lebih banyak ke akhirannya … lebih ke tinggi ya … I want to ini ya… ada akhiran ya-ya pokoknya.

[Marcel : Mostly they came from Singapore, England,

Denmark, and Australia. It’s completely different English, because they still use their own accent. If they were from Singapore, usually at the end of every sentence they put the word ‘ya’ in rising intonation, for example: I want this ya.]

Marcel told his experience of having difficulties in listening different accent. For

example Singaporean spoke in English. They still use their accent by adding the

word ‘ya’ with the rising tone at the end of every sentence. Once again, it can be

the part of the new Englishes mentioned previously.

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Speaking

Table 4.4 Participants’ opinion on Speaking

Opinion Appendix

It is easier, because we just say the words that we

know, but the problem lay on the vocabulary

A1

Because our dialect is rather different from native, so

often the guests can not catch the meaning of our

conversation

A2

After listening process, then we speak. We have to

know vocabulary and understand grammar

A3

It is difficult to develop because every foreigner has

different dialect.

A4

Sometimes it is difficult, because Javanese tongue not

really suit to the English pronunciation

A6

To support the questionnaire, let’s explore more from the interview with Marta.


R : Nek menurut ambar nih ya, supaya bias fasih berkomunikasi dengan tamu ni yang diperlukan apa sih

[R : In your opinion, to enable us to communicate well with

the guest, what do we need?]

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Marta : Ya..sebetulnya memang harus komplit ya..maksudnya harus berani ngomong dulu kalo menurut saya sih…

[Marta : Yes, actually it must be complete. What I meant here is

we have to speak first.] R : Penting ngomong [R : Speak first.] Marta : Berani ngomong..walaupun nggak begitu bisa, seperti

saya, saya merasa saya punya keberanian untuk ngomong. Japi ada temen saya yang lebih..jadi kalo tertulis itu dia lebih bisa, lebih banyak yang dikuasai, tetapi untuk ngomong masih belum berani, jadi otomatis kan nggak keluar kata-katanya…kalo saya kan nggak begitu banyak yang saya kuasai cuman saya berani ngomong, berani coba gitu, jadi ya paling ehm…trus ambil kata apa trus..jeblos..jeblos gitu lo…

[Marta : Even if we cannot speak English well as long as we are

dare to speak, just like me. A friend of mine is better in writing and she knew many things, but she didn’t dare to speak so there were no words spoken. Different with me, I only master English a little bit, but I dare to speak and to try…take one word combine with another word.]

This was an interesting think from the participant. She compared the way that she

did with her friend. A friend of her was quite capable in writing, so there were

many things that she mastered in writing, but she did not dare to speak up. For

the respondent, it was important to speak up, at least try to. She said that just take

some words then say it, probably what she mean was don’t worry about

grammar. As long as the words can represent the intended meaning, that’s fine

according to her.

58

While according to the second interviewee, we should also learn about

cultural background.


R : Kalau berbicara, in ditulis pengembangannya yang sulit, karena setiap orang asing mempunyai dialek yang berbeda-beda.

[R : In speaking you wrote here that it was difficult to develop

because every foreigners has their own dialect.] Marcel : Berbicara? ..ya..ya bu. Sama menurut saya latar

belakang ini ya, apa namanya ..e..kebudayaan juga, ada yang mereka lebih suka cepat, tapi kita nggak dapet. Kalau pelan, tapi mereka…lebih cepat itu Inggrisnya Jepang bu. Sangat membingungkan … ya,ya,ya…

[Marcel: Speaking? I think this was related to cultural

background, some of them like to speak fast but we cannot catch. Japanese speak English faster, and it’s very confusing.]

So there were two things that the researcher got from the two respondents. The

first one was to speak up, just use words to deliver your message. The second, we

needed to know also other culture, to enable us to communicate.

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Reading

Because the interviews were only held with two respondents (1 and 4) instead of

6, so only from those two respondents, the researcher can give description in

detail.

Table 4.5 Participants’ opinion on Reading

Opinion Appendix

It was rather easy, but there were some unknown

vocabulary

A1

Short, simple and clear (forms) A2

After speaking and listening, sometimes we have

difficulties to understand text in English

A3

Short, simple and clear A4

It will be clearer A5

It is rather easy, because beside studying

automatically our vocabulary will be improved

A6


R : Kalau membaca?

[R : What about reading?]

Marta : Membaca kurang , terus terang di laras asri itu untuk log book aja nulisnya pake bhs Indonesia campur inggris, log book itu jadi gini seperti kegiatan kita sehari-hari atau kalo ada informasi yang penting itu kita harus tulis di dalam buku besar, itu fungsinya nanti untuk shift selanjutnya , itu jadi dia bisa tahu kegiatan apa tadi sebelum saya masuk, ada apa dan ada apa yang

60

penting yang harus diprioritaskan, kan itu apalagi ditulis situ semua, perhatian2, tamu dari kamar ini pinjem apa, apa tamu dari ini tadi billnya belum, tamu dari ini minta begini, tapi kita harus oper handle ke shift sesudah kita, kita tulis disitu semua.

[Marta : Not very much reading, to tell you the truth, in Laras

Asri, we wrote in the ‘log book’ using Indonesian and English. We wrote our activities or important notes in the ‘log book’. The function of the ‘log book’ is to give information about what had happened and important information to the next shift. Everything which the next shift must know, must be written in there, such as the guest borrow something or the guest ask something from us.]

Reading English text was limited in the hotel. In the ‘log book’, they have

to write important information for the next shift. It supposed to be written in

English, but they still use Indonesian. After that the following shift read the

information written by the previous shift.

Although reading was rarely used in the job field, she liked reading. It can

be seen from the following extract.


R : sulitnya dimana?

[R : Where is the difficult part?]

Marta : Karena nggak ngerti, karena saya itu memang hobi baca, tapi kalo baca bahasa inggris , saya baca tiga kali belum tentu bisa masuk gitu lo.nanti masuk sekarang kalo sudah ketumpukan yang lain lupa. Tapi kalo makanya kadang saya justru belajarnya melalui chatting, jadi saya chatting dengan teman2 dari luar negeri semua itu kan pake bahasa inggris semua jadi dari situ saya bisa maju pesat

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karena dalam waktu tidak ada satu tahun saya chatting sudah tidak pake kamus.. dari petama chatting masih pake kamus dan ngetiknya masih yang satu satu huruf, saya pasti minta maaf dulu bilang saya masih belajar jadi kamu ngomongnya jangan cepet2 karna saya ngetiknya juga sulit..dia bilang ok ok saya tunggu, kebanyakan semua temen-temen bilang gitu..lama2 begitu weh..kamu sekarang sudah lancer ya lancar sekali ngetiknya dia bilang begitu, jadi dari situ saya tau..o iya..maksudnya efektif banget

[Marta : That’s because I don’t understand. My hobby is reading, but if I have to read in English, I cannot understand even if I’ve read three times. That’s why, sometimes I learn it through chatting. I can improve my English fast, because I chat with foreigners and use English. Nearly one year, I can chat without using dictionary. The first time I chat, I still use dictionary and type the letter one by one. I usually apologize first and said that I’m still learning so don’t talk too fast, because I also having difficulty in typing. They said ok. After sometimes, he said: ‘wow, now you can type fast.’ From there, I knew that it was very effective way in learning English.

She liked reading but she has difficulty in understanding the text even if she had

read several times. She preferred to practice by doing chatting through Internet to

improve her skills. She felt that she could improve through chatting. At the

beginning, she always brought a dictionary, an electronic one. But now, she did

not have to bring any dictionary.

62

The second interviewee gave other different opinion.

Extract 4. 20 Interview

R : Terus membaca, nih yang saya bingung: simple, padat jelas, disini…

[R : What about reading, I’m a little confused: simple, short

and clear.] Marcel : Kan kita membaca, yang dibaca itu kan nggak ini kan ya

bu ya. Cuma form-form aja [Marcel: We only read a kind of form.] R : Nggak pernah baca artikel? [R : Have you ever read an article?] Marcel : Nggak sih. Cuma formnya didalam situ, kayak ini sih,

guest regitrtasi tu Cuma isinya check in check out, kita sudah dapat pointnya. Check in, check out, method of payment.

[Marcel: Not really, it is only registration form. The points are

only for check in, check out and method of payment.]

For him, as front office personnel, he thought that reading was rarely used in job.

In his job, he read only forms in which he already got the main points. So

because of that, he added in his questionnaire that reading is short, simple and

clear.

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Writing

If we referred to Extract 4.18 we knew why the first interviewee wrote in her

questionnaire that writing was easier. As it was stated before that she liked

chatting and that she learned a lot from that. At first, she had difficulty in typing

English words, but as time went by, she got more knowledgeable and more fluent

in writing. When she chats through Internet, she can improve her reading and

writing, and of course it will add more new vocabularies.

Table 4.6 Participants’ opinion on Writing

Opinion Appendix

It is easier, because we have the time to think and then

we write it.

A1

Different vocabulary that we have learnt. (new

vocabulary)

A2

Because in English, one sentence can be interpret in

more than one meaning, so we have to know the use

of the sentence.

A3

In hospitality industry, the vocabulary is rather

different from other

A4

It is difficult because it must be in line with the

grammar

A6

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R : Terus, yang ini writing. Dalam dunia perhotelan ada istilah-istilah khusus, sangat berbeda dengan umumnya

[R : What about this one, writing. In hotel industry, there

are many special terms which are very different from other terms.]

Marcel : Itu biasanya lebih ke intern departemen ya bu ya,

sepertti l/o, check out, check in itu check in, terus istilah rbf, c/a, p/a, t/a terus room breakfast disingkat dengan rbf, itu juga umum di hotel lain. Terus kayak p/o, p/o itu pick up, ya seperti itulah bu.

[Marcel : That’s usually more in internal department, such as

check out, check in, then rbf, c/a, p/a, t/a. Rbf is room breakfast, and that’s also used in other hotel. Then p/o means pick up.]

R : Jadi istilah-istilah ya? [R : So those are the special terms.] Marcel : e..etd, eta, banyak gitunya, pertama-tama saya juga

bingung, ini apa, ini apa. Terus dikasih koment itu dengan bahasa yang disingkat-singkat seperti itu.

[Marcel : …like etd, eta, at first, I was confused also. They also

gave comment in abbreviation.]

In the questionnaire, the second interviewee wrote that in Hospitality Industry,

the vocabulary is rather different from other. Then in the interview, he explained

further what he meant by that. He said that there were many terms or abbreviation

that must be memorized. At first, he was also having a difficulty recognizing the

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terms. Take for example: rbf stands for room breakfast, p/o stands for pick up,

and eta stands for estimate date of arrival.

In short, every participant has their own opinion about each skill, which

depended on their experiences and background. For example, Marta, she thought

that writing was easy. It was because she liked to chat in the Internet. However,

based on their experiences, the two interviewees and also supported by other

participants that because of the foreign guests’ different dialects the front office

personnel have difficulty in understanding the meaning of the words.

4.5 FEELING ABOUT THE FOUR SKILLS IN COMMUNICATION

Feeling is the affective dimension of human life. Below are the

respondents’ feelings about the skills. The respondents were not really aware of

their feeling. It can be seen from their answers in the questionnaires that don’t

really explain about their feelings.

4.5.1 Listening

Here is participants’ feeling on listening, as it is stated above, they did not

understand about feeling, so the answer did not match with the question.

66

Table 4.7 Participants’ feeling on listening

Feeling Appendix

Like, but it’s difficult to understand A1

good A2

Really needed A3

Good A4

good A6

In the interview with Marcel, he said that he preferred listening than speaking.

Because when we were listening we tried to understand what the guests’ want. So

we focused just to the guests’ saying only. We didn’t have to think about what we

are going to say.


R : …lha, kalau mendengar, itu perasaanmu gimana? [R : What about listening? How do you feel?]

Marcel : Lebih suka sih bu.

[Marcel: I like it more, mam.]

R : Dalam artian? [R : What does it mean?] Marcel : Dalam artian kita belajar untuk mengerti apa yang lebih…tamu

yang ingin disampaikan itu apa. Kalau berbicara itu, agak sulit sih bu sebenarnya.

[Marcel: It means that we learn to understand what the guest wanted.

Speaking is more difficult.]

67

In listening, he tried to understand the meaning only, while in speaking, he must

produce the words orally. He related listening with speaking because in his

opinion if there was speaking, there was also listening.

4.5.2 Speaking

Below is the participants’ feeling on speaking based from questionnaire.

Table 4.8 Participants’ feeling on speaking

Feeling Appendix

Rather like it A1

enough A2

Really needed A3

enough A4

enough A6

As it was mentioned above that the first interviewee liked to chat through Internet

very much, so her feeling about speaking is like written in table 4.8. She wrote:

rather like it, because she preferred to write in relation with her hobby. She

admitted in extract 14, even though she did not master English very well, she

dare to try to speak. She combined one word and another to make meaningful

information.

68

4.5.3 Reading

The first interviewee, in her questionnaire, explained a lot about her feeling on

reading and it was strengthened in the interview.

Table 4.9 Participants’ feeling on reading

Feeling Appendix

This is the thing that I don’t like if I have to read in a

large number in English because there are many things

that I don’t understand. If it is in a limited scale (not

too much) I like it.

A1

insufficient A2

Important to be proved A3

insufficient A4

good A6

This was interesting; because the first interviewee said that she like to read

(extract 4.19).


Marta : Seperti saya kalo baca, kalo baca di chatting saya mudeng,bisa paham, tapi kalo saya baca buku cerita atau surat dalam bahasa inggris itu maksudnya yang betul2 grammarnya betul2 bagus itu saya malah sulit, tapi kalo surat, misalnya surat apologize atau surat undangan itu kan masih bisa karena itu kan ringan, tapi kalo sudah masuk yang berat2, mungkin saya rasa memang diperbendaharaan kata saya yang kurang gitu lo, jadi disitu kesulitannya.

69

[Marta : When I read in chatting (internet), I can understand, but if I read

a story book or letter in English in which the grammar is complicated, I have a difficulty in understanding. Invitation or apologize letter can be understood because they are simple. In complicated things, maybe because I have limited vocabularies, so that is my problem.]

Here, in the interview, she said that reading a real text with formal style is

difficult for her, and then she preferred the simple one. Those are for example:

letter of invitation or apologize which have simple structure. Once again, she

mentioned chatting in Internet. She realized that her problem was related to the

limitation of her English vocabularies.


Marta : …saya itu kalau belajar itu, saya baca cerita dongeng-dongeng. Jadi beli dongeng anak-anak yang putrid-putri, yang Indonesia plus Inggris gitu lo. Kadang suka beli-beli gitu dulu, dibaca Indonesianya trus Inggrisnya saya baca, kalo ndak, saya coba Inggrisnya baca dulu, mudeng ndak, kalo ndak mudeng baca…

[Marta : …I learn by reading fairy tales. I bought children fairytales

about princess in to languages. I read the Indonesia version first, then the English version or vice versa…]

She also said that in order to improve her reading ability, she also bought

children book about princess, which was published in two languages. Those were

Indonesia and English. She tried to read the English version first; if there are

70

words that she did not understand she will look at the Indonesian version and vice

versa.

4.5.4 Writing

The table below, completed with participant’s feeling on writing.

Table 4.10 Participants’ feeling on writing

Feeling Appendix

I like it because I think I can (a little) A1

insufficient A2

Good thing to do A3

insufficient A4

poor A6

According to Marcel, writing was not really used in his duty as front office

personnel. The same statement also came from Marta. But in the questionnaire

she wrote that she like it because she thought that she could. This was related

again to the chatting thing, because as I mentioned before, the participants’

background or hobby were involved in giving the answer.

71

4.6 THE UNERSTANDING ABOUT THE RELATION BETWEEN

ACTIVITIES AND THE SKILL NEEDED

From the list in Table 4.11 the skills that they mention were four of them:

listening, speaking, reading, and writing. But, if we took a look at it closely,

reading and writing only mention once and two times, compare to listening and

reading, which were almost in every activity.

Table 4.11 Relation between activities and skill

Activities Skill Explanation Source

Check in Speaking and

listening

To explain hotel

facilities and listen

what the guests want.

A2, A4,

A6

Check in group Writing and reading To make

acknowledgment

letter and reading

guest comment

A2, A4

Check out guest Speaking and

listening

Speaking to check bill

outstanding while

listening to listen

guest complaint.

A2, A4,

A6

Reservation Speaking and

listening

To explain about hotel

product and listen to

guest want.

A2, A4

Reservation Listening and writing To listen to when the

guest want to check in

A6

72

and check out and to

write the guest want

Showing Listening and

speaking

Listen to guest

questions and

explaining hotel’s

product.

A6

Handling complain Listening and

speaking

Listen to guest’

complaint and explain

and also find solution.

A6

From the interview with Marta and Marcel, they also agreed that in the front

office, usually they often used listening and speaking.


R : Kalo mendengar di reseptionis? [R : What about listening in receptionist?]

Marta : Kalo di reseptionis seringnya ya mendengar dan berbicara

[Marta : In the receptionist, usually we talked and listened.].

So, if I may conclude, from the above table 4.11, from the above table, listening

was mentioned six times, speaking five times, reading once, and writing twice. In

short, listening and speaking were two important skills used in the

communication with foreign guests.

73

4.7 OTHER FINDINGS

In the following, the researcher discussed other findings that were found in the

research.

4.7.1 Front Office Personnel as front liner

In the Chapter II Literary Review, page 16, it was stated there that front office is

the nerve center of the hotel. It was quite surprising that the respondent and the

interviewee also mention the same thing.

Extract 4.26 Questionnaire A6

Karena seorang front liner, berbicara adalah modal utama.

[For a front liner, speaking is a prime thing.]

Paulo mentioned in his questionnaire, that he considered that front office

personnel were the front liner. It can be said that front office personnel were the

first people who have direct contact with the guests.

74


Marta : O iya, kan kita memang reseption atau FO bisa dibilang kan jantung dari hotel itu sendiri, jadi memang dan image dari hotel itu kan kita yang bikin, otomatis kita e..kita itu sebagai good information harus bisa menjadi itu.. trus apa sales person juga bisa harus, gitu lo jadi memang kita menjadi sales menjadi tukang informasi yang bagus, jadi otomatis semua dari fasilitas hotel kita harus menguasai karena kalao ada tamu bertanya, dan kebanyakan tamu bertanya pasti ke bagian reseption otomatis kita harus bisa memberikan informasi yang baik dan benar sesuai yang diperlukan tamu.

[Marta : O yes, we are in the reception or Front Office, can be said as the

heart of the hotel. We made the hotel image. Automatically, we as good informants must be able to become salesperson also. As an informant and sales person, we have to master our hotel facilities. Most of the guests always ask to receptionist, so we have to be able to give good and correct information.]

So, both people (Marta and Paulo) agreed that front office personnel are the front

liner or the center of information, which relate the guests with the hotel. Marta

added in the interview that the Front office personnel also responsible for the

image of the hotel.

4.7.2 Front Office Personnel as sales person

Beside that Marta also mention that front office personnel also can became a

sales person. This was in line with one of the functions of front office personnel

that was to sell rooms, as it was stated to in Chapter II page 17. It referred to

75

extract 4.27 in which Marta said that as good informants, front office personnel

must be able to become salesperson also.

76

CHAPTER 5

CONCLUSION AND RECOMMENDATIONS

This chapter will be the grand conclusion based on the data analyses in the

previous chapter. It is also followed by recommendations.

5.1 CONCLUSIONS

This research was limited in setting; therefore it cannot be generalized. In

conclusion, based on the data of questionnaire and interview, the four skills

(listening, reading, speaking, and writing) are all needed for the front office

personnel to show their English competence for communication. But to answer

the research question: What English competence is required of hotel front office

personnel? We might look back again in the analyses in Chapter IV.

5.1.1 Job Description

The first is about participants’ activities or job description. They usually

work in shifts. The activities are different in each shift. In the morning shift,

usually they handle check out process for the guests. In the afternoon shift, they

handle check in process for the guests, because check in time is 12 noons. In the

night shift, they usually do the ‘closing’ which is not related directly to the

77

guests. Besides those particular activities on each shift, they also have to be able

to become informant and also sales.

In conclusion, the Front Office personnel used their communication in

English only in two shifts. Those are morning shift and afternoon shift. At night

they seldom communicate with guests.

5.1.2 Front Office Competencies

The research was done in December 2007 until January 2008. Based on the

interview and questionnaires, the researcher found some important points related

to the front office personnel competence. The conclusions below were based on

participants’ behavior, opinion, feeling, and knowledge.

Most of the participants thought that speaking is rather difficult. Although

they thought that way, they also thought that all of those skills are important for

them to show their English competence. In their opinion, speaking is related

closely to listening. Reading and writing are seldom to be used; because in the

process of c/i and c/o, they just fill in the standard forms (the examples of the

forms are in the appendix).

The next is their feeling on the four skills of communication, some of

them like those skills. But what interest the researcher is that one of the

interviewee said that in the interview that although he didn’t like the skills, he has

to like it, because it is a must. He works in the field with full of communication

78

that used those skills, so he has to be competence by using all those skills to

communicate with foreign guests.

In the following, the competence will be discussed in accordance to the skills.

5.1.2.1 Listening

Other skill besides speaking, which was mentioned several times by the

respondents is listening. Because according to one of the respondent, when we

speak automatically we also listen in order to be able to give appropriate

response.

In listening, the front office personnel need to understand questions and

instructions in standard language. Beside that, they also have to understand basic

information about the hotel and the surrounding. Those competences were

closely related to their activities in check in and check out process, and also in

line with their function as salesperson.

5.1.2.2 Speaking

It is obviously that most of the participants agreed that speaking is mostly

used, because they as the front office personnel they deals and have contact

directly with the guests. Beside that, the front office personnel also as the heart of

the hotel, it means all information is in that department. Usually the guests will

try to get to the front office if they have some questions. So, the front office

79

personnel must be ready with all information whether it is related to the hotel or

with other information outside the hotel.

In speaking, the front office personnel can ask questions concerning with

the data needed for check in and check out process. They can also give

information about the hotel and surrounding by telephone or face to face. It

means that they have to be able to explain the facilities in the hotel. If there was a

complaint from the guests, front office personnel must be able to handle it by

giving explanation and reasons for their opinion, actions or decisions.

5.1.2.3 Reading

Reading is rarely used in their job. They dealt with forms that they must

fill in based on the guests’ information. They have mastered the points of the

forms, like for example guest’s name, the length of staying, or method of

payment, because that’s what they faced day by day as front office personnel. At

least, they have to understand articles and reports concerned with hotels. They

also can understand standard letters, such as invitation.

5.1.2.4 Writing

In writing, based on the analysis, the front office personnel must be able

to complete details in form, for example registration form. They need also to take

80

telephone messages and to make important points clear. Beside that, I think they

must be able to write a brief report on what happened in their shift.

5.2 RECOMMENDATIONS

There were still many things to do in researching this field. Related with

data collection, I think it will be better to interview as many as front office

personnel. Beside that, using only questionnaire won’t be enough to get rich data.

Observation is also one method to collect data. This method can be done in a

period of time to observe the real situation in the field.

This research has limitation in area of research. The next researcher of

this Hospitality Industries can focus on one department but from different hotels

to get deep knowledge about the pattern model of English communicative

competence needed in that department especially the one in direct contact wit

foreign guests. It is also possible to do the research not only in one department,

but also in more than one department so the data will be richer.

81

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APPENDIXES

85

Appendix A: Kuesioner A.1 NAMA/INITIAL : __Marta___

1. DATA PRIBADI:

1.1 Jenis kelamin : Pria ___ Wanita _∨__

1.2 Pekerjaan : __Receptionist______ sejak _14 Des 2007___

1.3 Usia : ____24______________________

1.4 Pendidikan terakhir: ___D3 Perhotelan__________________

2. JAWABLAH PERTANYAAN-PERTANYAAN DI BAWAH INI.

2.1 Tolong sebutkan kapan saja Anda menggunakan bahasa Inggris untuk berkomunikasi dengan

tamu!( 6 kegiatan)

a. waktu tamu telepon (saat di reception dan business center)

b. waktu tamu check in

c. -

d. waktu tamu hendak memesan minum dari business center

e. waktu tamu hendak menggunakan internet

f. waktu tamu hendak membayar maupun sign

g. waktu tamu hendak minta dijemput by phone

h. waktu tamu komplain tentang koneksi internet

i. waktu tamu minta dibantu konek internet

2.2 Apabila Anda diminta untuk merangking kegiatan diatas dari yang termudah (1) sampai yang

tersulit (6) apa pendapat anda? (tulis hurufnya saja)

1. __f__ 4. __d__ 7. __a___

2. __i__ 5. __e_ 8. __g___

3. __b__ 6. __h__

2.3 Berhubungan dengan pertanyaan diatas pengalaman berkesan apa yang Anda alami pada saat Anda

menggunakan bahasa Inggris untuk berkomunikasi dengan tamu?(masing-masing kegiatan minimal

satu)

a. tidak ada

b. tidak ada

c.

86

d. menyenangkan karena nyambung dan tamu enak

e. menyenangkan karena bisa memahami apa yang dibicarakan tamu dan tamu juga memahami apa

yang kita bicarakan

f. menyenangkan karena biasa sambil ngobrol dengan tamu

g. kurang bisa memahami maksud tamu karena tamu bicara terlalu cepat dan tidak sabaran

h. tidak enak hati karena kepuasan tamu berkurang, tetapi senang karena ternyata bisa memahami

apa yang tamu inginkan melalui percakapan

i. senang karena bisa memahami pembicaraan tamu dan kesulitannya dimana dan juga karena kita

bisa membantu dengan cepat

2.4 Dalam berkomunikasi kita memerlukan 4 (empat) skill/ketrampilan yaitu: mendengarkan,

berbicara, membaca, dan menulis. Apakah pendapat Anda mengenai keempat skill ini? (opinion)

a. mendengarkan: sangat penting namun biasa kendala disini terlalu banyak karena aksen orang

berbeda-beda apalagi beda negara

b. berbicara: lebih mudah karena kita tinggal ngomong saja apa yang kita tahu, tapi kendalanya ada

di perbendaharaan kata

c. membaca: agak lebih mudah tapi biasa ada beberapa yang tidak diketahui

d. menulis: lebih mudah karena kita punya kesempatan berfikir dan tinggal menuangkan dalam bentuk

tulisan (terbiasa di chatting)

2.5 Dari keempat skills diatas, mana yang menurut Anda paling sering Anda gunakan?

_membaca dan menulis___________________________

Mengapa?

karena seringnya dipakai chatting, tapi kalau di kerja biasa lebih banyak/sering

menggunakan mendengar dan berbicara_________

2.6 Bagaimana perasaan Anda terhadap masing-masing skill? (feeling)

a. mendengar:

suka tapi tidak bisa/sulit memahami

b.berbicara:

agak suka

c.membaca:

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paling tidak senang kalau membaca inggris dalam kuantitas banyak karena banyak yang tidak

dipahami, tapi kalau sedikit suka

d.menulis:

lebih suka karena perasaan lebih bisa (sedikit)

2.7 Dalam melaksanakan aktivitas (nomor 2.6)skill apa saja menurut Anda yang dibutuhkan untuk

dapat berkomuikasi dengan tamu asing. (masing-masing aktivitas, 2 skill)

AKTIVITAS SKILL KETERANGAN/ALASAN

a.

b.

c.

d.

e.

f.

2.8 Apabila ada program Bahasa Inggris untuk Front Officer, apa yang Anda harapkan ada dalam

program tersebut? _tentu saja conversation dengan pengajar yang ganti-ganti karena bisa melatih

pendengaran kita_____

2.8 Ada yang ingin Anda tambahkan diluar pertanyaan-pertanyaan diatas dalam hubungannya dengan

berkomunikasi menggunakan bahasa Inggris?

---THANK YOU---

88

A.2 NAMA/INITIAL : __John___

1. DATA PRIBADI:

1.1 Jenis kelamin : Pria _√__ Wanita ___

1.2 Pekerjaan : __Receptionist___________ sejak ____2006_______

1.3 Usia : ____29__________________

1.4 Pendidikan terakhir: ___D1 Perhotelan______________



tamu!( 6 kegiatan)

a. proses cek in

b. proses cek out

c. menjelaskan produk hotel yang ada

d. sewaktu handle reservation

e. welcome letter, b’day letter, c/o letter, no smoking letter

f. proses ketika kita berbicara dengan tamu asing



1. __f__ 4. __d__

2. __a__ 5. __c__

3. _b___ 6. __e__



satu)

a. merasa bangga karenna dapat menjelaskan secara detail dengan tamu

b. kita merasa tau apa yang tamu inginkan dan harapkan dari tamu tersebut

c. mengerti karakteristik tamu satu dengan tamu yang lainnya

d. tamu merasa bangga kalau kita tau bahasa asi ng, karena tidak emua orang bisa berbahasa asing

89

e. tamu sering bicara dengan bahasanya dengan cepat sehingga kita sering minta untuk mengulang

kembali

f. dengan kita bisa berbahasa asing, tamu akan selalu ingat nama kita karena kita sering contact

dengan tamu tersebut



a. mendengarkan: kadang masih sulit untuk membedakan suara dari tamu karena kosakatanya hampir

sama

b. berbicara: karena logat bicara yang kita gunakan sudah berbeda sering tamu tidak jelas dengan

pembicaraan kita

c. membaca: simple, padat, jelas

d. menulis: perbedaan kata berbeda dengan apa yang sering kita pelajari


__berbicara____________________________

Mengapa?

__karena sering contact langsung dengan tamu__


a. mendengar: baik

b.berbicara: cukup

90

c.membaca: kurang

d.menulis: kurang




a. c/in speaking Menjelaskan fasilitas tamu

listening Mendengarkan kemauan tamu

b. c/in group writing Surat pemberitahuan

reading Guest comment dari tamu

c.c/o guest speaking Untuk cek bill outstanding

listening Complaint dari tamu

d. reservasi speaking Menjelaskan produk hotel

listening Mendengarkan permintaan tamu

e.

f.


program tersebut? ___ingin ikut dalam______



---THANK YOU---

91

A.3 NAMA/INITIAL : __Ken______

1. DATA PRIBADI:


1.2 Pekerjaan : _swasta/private worker sejak _15 Februari 2005-now_

1.3 Usia : __21________________________

1.4 Pendidikan terakhir: ___D1______________________



tamu!( 6 kegiatan)

a. bila bermain dengan teman

b. saat bicara dengan tamu asing

c. saat les bahasa inggris

d. bila bicara dengan atasan

e. saat penyambutan tamu

f. saat greeting telepon/telepon cortousy



1. _b___ 4. __c__

2. __d__ 5. __a__

3. __e__ 6. __f__



satu)

a. saat telepon menanyakan nama dan spelling nama tamu dengan huruf seperti alpha (A), B (betha)

etc

b. saat bicara biasanya ada pronunciation yang sulit dimengerti bagi tamu

c.

92

d.

e.

f.



a. mendengarkan: sangat diperlukan karena awal interaksi dan komunikasi kepada tamu asing

b. berbicara: setelah proses mendengar baru berbicara tentunya kita harus menguasai vocabulary dan

paham akan grammar

c. membaca: third setelah proses kedua diatas terkadang kita sulit untuk mengeja bacaan inggris

d. menulis: fourth, karena di dalam bahasa inggris satu kalimat bisa diartikan lebih dari satu arti jadi

harus paham penggunaannya


______________________________

Mengapa?

__mendengarkan, berbicara dan menulis karena keseringan penggunaan sehari-hari____


a. mendengar: sangat diperlukan

b.berbicara: sangat dibutuhkan

93

c.membaca: penting dibuktikan

d.menulis: bagus dilakukan




a. berbicara Menguasai vocab Penting sekali

Paham grammar Penting sekali

b.mendengar idem idem

c.

d.

e.

f.


program tersebut? __Bahasa Inggris:grammar, perbanyak vocabulary + speaking aktif ___



Tidak hanya menguasai bahasa Inggris (british) tapi juga bisa menguasai bahasa inggris ala amerika

---THANK YOU---

94

A. 4 NAMA/INITIAL : __Marcel____

1. DATA PRIBADI:


1.2 Pekerjaan : __recepttionist___ sejak __2006 , Jully____

1.3 Usia : __23 tahun_________

1.4 Pendidikan terakhir: _ mahasiswa_______________



tamu!( 6 kegiatan)

a. ketika berbicara dengan tamu asing

b. sewaktu proses check in

c. menjelaskan produk hotel

d. proses reservasi

e. surat menyurat (memo) c/o letter, welcome letter

f. proses confirmasi



1. _a___ 4. __c__

2. __b__ 5. __f__

3. _d___ 6. _e__



satu)

a.tamu merasa puas karna dia menganggap kita mengerti apa yang mereka inginkan

b. mengetahui karakter-karakter dari tamu yang datang

c. merasa menjadi penjual yang sukses

d. hal-hal penting yang harus diperhatikan mengenai pertil-pertil, tgl, jam, hari, bulan

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e. dengan memakai bahasa surat, tamu akan merasa dihargai

f. kita harus mengulang informasi yang diterima kalau kurang jelas bisa sampai 3 atau 4 kali



a. mendengarkan: kadang sulit membedakan kata-kata yang kurang jelas kar na mereka berbicara

terlalu cepat

b. berbicara: pengembangan yang sulit karna setiap orang asing mempunyai dialek yang berbeda-beda

c. membaca: simple, padat, jelas

d. menulis: dalam dunia perhotelan, perbendaharaan kita agak berbeda dengan umumnya


__berbicara____________________________

Mengapa?

__lebih banyak komunikasi dilakukan dengan berbicara, direct contact_____


a. mendengar: baik

b.berbicara: cukup

c.membaca:kurang

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d.menulis: kurang




a.c/in speaking Perhatikan kemauan tamu

listening Mendengarkan, saran, keluhan

b. check in group writing Surat pemberitahuan

reading Detail bar BEO (banquet)

c. check out speaking greeting

listening Untuk memastikan bill-bill tambahan

d. reservasi speaking Jelaskan produk dan fasilitas

listening Perhatikan waktu

e.

f.


program tersebut? _lebih banyak praktice percakapan dan mendengarkan, dan perbendaharaan kata

khusus hotel__



Belajar budaya orang asing dari setiap negara

---THANK YOU---

97

A. 5 NAMA/INITIAL : __Andy_____

1. DATA PRIBADI:


1.2 Pekerjaan : __concierge______ sejak __2006_____________

1.3 Usia : _28 thn_______________

1.4 Pendidikan terakhir: __SLTA___________________



tamu!( 6 kegiatan)

a. c/I (check in)

b. c/o (check out)

c. antar tamu ke kamar

d. antar tamu kekota

e. antar tamu ke tempat kerja

f. showing



1. _c___ 4. _a___

2. _d___ 5. __b__

3. __e__ 6. __f__



satu)

a. salah memberikan harga nominal

b.

c.

d.

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e.

f.



a. mendengarkan: dengan mendengarkan secara baik, kita bisa langsung tanggap/ maksud/mengerti

apa yang mereka mau

b. berbicara:

c. membaca: akan lebih jelas lagi

d. menulis


______________________________

Mengapa?

__________________________________________________________________

__________________________________________________________________


a. mendengar:

b.berbicara:

c.membaca:

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d.menulis:




a.

b.

c.

d.

e.

f.


program tersebut? _______________________________________________________________

________________________________________________________________



---THANK YOU---

100

A.6 NAMA/INITIAL : _Paulo__

1. DATA PRIBADI:


1.2 Pekerjaan : _FDA________ sejak _30/08/04________

1.3 Usia : __28________________________

1.4 Pendidikan terakhir: __DIII________________________



tamu!( 6 kegiatan)

a. proses c/I with foreign guest

b. proses c/o with foreign guest

c. handle reservation

d. showing/hotel tour

e. handling complaint

f. telephone courtesy



1. _a___ 4. _c__

2. _b___ 5. _d___

3. _f___ 6. _e___



satu)

a. tamu puas dengan pelayanan kita karena kita mengerti apa yang diinginkan tamu

b. kadangkala uang kembalian dari tamu ditinggal karena merasa selama menginap mendapat

pelayanan yang bagus tanpa terkendala bahasa

c. mengerti hal-hal penting dari reservation tamu. Arrival date, departure date, guest name, method of

payment, s.d pick-up or drop tamu dari/ke hotel

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d. ada pernah ketika 1 keluarga dari Eropa timur showing, berhubung tamu tidak begitu fasih

berbahasa inggris, jadi harus menjelaskan 2-3 kali bahan beberapa kali pakai bahasa tarzan

e. harus berpikir 3 kali.1. menterjemahkan ke bahasa Indonesia, 2. mencari jawaban dalam bahasa

Indonesia, 3. mentranslate dari Indonesia ke Inggris unttuk kemudian disampaikan ke tamu

f. mencoba mengenali beberapa aksen sewaktu guest berbicara



a. mendengarkan: it’s a must! Langkah awal untuk belajar bahasa asing

b. berbicara: kadang sulit, karena lidah orang jawa kadang tidak sesuai dengan pronunciation

c. membaca: agak gampang, karena selain belajar otomatis vocab kita akan bertambah

d. menulis: sulit karena harus sesuai dengan grammar yang ada


__berbicara___________________________

Mengapa?

__karena seorang front liner, berbicara adalah modal yang utama__


a. mendengar: baik

b.berbicara: cukup

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c.membaca: baik

d.menulis: poor




a. c/i speaking Untuk mengetahui kebutuhan tamu

listening Mengerti apa yang tamu minta

b.c/o speaking Menyebutkan jumlah tagihan ke tamu

listenig Mendengarkan kritik dan saran

c. rsvn listening Perhatikan waktu tamu c/I – c/o

writing Untuk menulis what guest wants

d. showing listening Mendengarkan pertanyaan tamu

speaking Menjelaskan produk hotel

e. handling

complain

listening Mendengarkan keluhan tamu

speaking Menjelaskan dan mencari solusi

f.


program tersebut? _perbanyak untuk speaking dan listening. Terutama untuk aksen/dialeg selain

british dan american______________



---THANK YOU---

Appendix B: Tapescript interview dengan Marta, Sabtu, 29 Desember 2007

pukul 10.00-10.45

103

R : Tamu Orang asing yang sudah ditemui? Marta : o.orang asing yang sudah pernah ditemui, kalau di laras asri ya cuma baru itu, korea 3 orang satu kali,

trus kalo bule 1 kali, sama orang Taiwan 1 kali.Tapi kalo sama yang bulenya komunikasi pake bahasa inggris malah kurang karena kebetulan dia pake bahasa Indonesia

R : Memang dia sendiri yang suka? Marta : Iya, wong pertama aja sugeng ndalu .... trus kalo korea…. R : Kalo korea itu susah ndak bahasa Inggrisnya Marta : e…agak susah ya, memang .. memang orang korea, orang Taiwan ... jenis orang cina2 gitu, bahasa

inggrisnya biasanya kan pake ngikut lafal mereka gitu, jadi agak sulit gitu, trus kalo India ada, India kemarin ada..ada tapi..indianya masih mending India kalo untuk bahasa inggrisnya kan masih bia didengar gitu, tapi kalo yang korea dan cina kan ada ikut … ikut aksen2nya mereka..jadi sulit..

R : Kaya bahasa inggris jawa.. Marta : Iya, saya juga kan sebenarnya kan bahasa inggrisnya kan sekenanya aja…nggak bisa R : Tapi dulu di .. Marta : Grand candi.. R : di.d3 perhotelan dapat bahasa Inggris Marta : Dapet. Bahasa inggrisnya .ya ..Cuma percakapan R : Percakapan.. Marta : Grammar dapat juga tapi kan sedikit gitu, cuman memang ya.. R : Diberikan istilah2 Marta : Istilah perhotelan? O bukan, kalo itu istilah perhotelan ada sendiri di..mata kuliahnya kan ada…mata

kuliahnya kan ada front office..jadi kan otomatis istilah-istilah dalam hotel. Trus kalo seperti housekeeping itu istilah2 hotel tapi untuk yang seperti alat2nya gitu kan?

R : Jadi bahasa inggrisnya Cuma Marta : Conversation ya..kebanyakan..jadi kita banyak bicara, ngobrol, paling nanti suruh mempraktekan chek in

check out pake bahasa inggris gitu R : Nek menurut ambar nih ya, supaya bias fasih berkomunikasi dengan tamu ni yang diperlukan apa sih Marta : Ya..sebetulnya memang harus komplit ya..maksudnya harus berani ngomong dulu kalo menurut saya

sih… R : Penting ngomong Marta : Berani ngomong..walaupun nggak begitu bisa, seperti saya, saya merasa saya punya keberanian untuk

ngomong. Japi ada temen saya yang lebih..jadi kalo tertulis itu dia lebih bisa, lebih banyak yang dikuasai, tetapi untuk ngomong masih belum berani, jadi otomatis kan nggak keluar kata-katanya…kalo saya kan nggak begitu banyak yang saya kuasai cuman saya berani ngomong, berani coba gitu, jadi ya paling ehm…trus ambil kata apa trus..jeblos..jeblos gitu lo…

R : Na kalo komunikasi kan yang satu harus mudeng ya Marta : Iya harus R : Memudengkan..membuat si tamu mengerti kan kadang2 susah ya? Marta : Iya R : Itu gimana? Marta : Nah, saya lebih suka untuk ketemu langsung dengan orangnya, karena biasanya seperti yang pengalaman

saya ..kalo by telephone itu kalo orangnya tidak apa...bukan yang betul2 dari ..apa bahasa inggrisnya betul gitu kita dengernya agak sulit, tapi kalo ketemu langsung seperti bahasa inggris dari italic itu juga orangnya ndak begitu...inggrisnya inggris nggak jelas gitu lo..

R : Bedanya apa kalo ketemu langsung? Marta : Kalo ketemu langsung itu kita bisa pake bahasa tarsan atau paling nggak gini untuk menjelaskan muter

itu kan kita agak2 enak hati tapi kalo ditelpon kan harus yang tepat gitu lo, karena kan by itelpon kan nggak enak menjelaskan berpanjang-panjang, muter-muter, tapi kalo ketemu langsung gini kan ini dia nggak mudeng bisa pake seperti ini lo, seperti ini lo..pake penggambaran gitu lo…biasanya gitu trus kena gitu. Seperti waktu saya di horizon kan saya..saya di service waitress tapi yang western, jadi special western , otomatis kebanyakan tamu yang kesitu kan tamu2 asing yang untuk makan steak, itu dinner … untuk khusus dinner, jadi ya memang setiap hari ketemu dengan tamu asing dari berbagai macam, dari

104

belanda, dari amerika, australi R : Jadi di horizon itu malah sering ketemu? Am : Iya, lebih sering sekali R : Daripada yang satunya Marta : Di grand candi R : Grand candi Marta : Ya kalo di grand candi itu beberapa kali, tapi kalo horizon paling nggak e…dalam satu minggu pasti

ketemu R : Kalo di horizon udah berapa bulan? Marta : Tiga bulan juga R : Tiga bulan Marta : Kan training tiga bulan, tiga bulan di horizon tiga bulan di grand candi, jadi 6 bulan genap. Ketemu bule

dari italic juga , jadi macam2..jadi yang sulit dipahami tapi otomatis kita bisa, masih bisa melakukan percakapan karena..apa..ketemu langsung..

R : Oke..bahasa body language Marta : Bahasa language sama itu apa..mungkin penggambaran lain ..jadi umpamanya seperti mau ambil gitu

ndak mudeng …mungkin seperti bisa dibilang kamu naruh sini, trus gini (sambil dipraktekan) akhirnya kan bisa..

R : Kalo misalnya nih e.. misal..e..kalo..disini kan shift2 an ya pake shift2an Marta : Iya R : e..tugasnya sama ndak? Marta : Sebetulnya semua reseption.. R : Ada berapa shift dulu deh.. Marta : Ada3 shift..e sebentar… pagi, middle, siang, malam..ya bisa dibilang tiga…jam 7, jam 10, jam 12, jam 3,

jam 11, lima..bisa dibilang 5…5 shift tapi kalo itu untuk laki2, kalo perempuan paling cuman 4 karena perempuan tidak mungkin ditaruh di yang masuk jam 11 malam..jadi paling malem itu pulang jam setengah sebelas jadi masuk jam 3 kalo perempuan.

R : Kalo misalnya pagi tu..e..bukan kerjaannya ya..apa yang sering dilakukan sama tamu..komunikasinya itu apa?

Marta : Kebetulan R : Terutama dalam bahasa inggris Marta : Kebetulan pagi saya belum pernah ya masuk, jadi waktu hari pertama saja masuk pagi, tapi kan saya

belum bisa menguasai apapun, karma masih nol gitu kan, trus kalo saya masuk dari jam sepuluh itu R : Sepuluh itu sepuluh pagi Marta : Sepuluh pagi, middle itu paling nanti ketemunya dengan tamu yang check out R : Check out Marta : Iya..waktunya check out, waktu check out itu kan jam 12, jadi crowdednya disitu…paling check out

ya..disitu..ini ndak enaknya jadi maksudnya e..yang di grand candi..yang disini kurang enak karena..reseption itu harus bisa dengan cepat menangani check in maupun check out..jadi kalo kita kurang begitu lancar itu jadi ndak enak hati sama kasian tamunya gitu lo..tapi kalo waktu saya di grand candi itu kan di business center kan santai..di restaurant kan juga santai jadi kan masih menjelaskan panjang lebar sampai si tamu maupun kita itu mengerti gitu lo bisa konek gitu lo, tapi kalo disini kan nggak, harus cepat2 gitu lo

R : Ada pengalaman ndak maksudnya lucu menangani check out begitu Marta : Kalo disini menangani check out saya begitu tamu asing, apalagi kan saya masih baru, tamu asing

langsung dihandle sama senior kebetulan, tapi kalo ee.. by telephone disini sudah pernah e.. Tanya e..apa..e..menu..konfirmasi reservasi aja, konfirmasi jadi reservasi sama..menanyakan acara dinner jadi bukan tamu hotel tapi tamu luar yang tinggal di salatiga yang mau ikut dinner malam natal dan by telephone nanya dimulai Jam berapa? Acaranya dimana?

R : Pake bahasa inggris? Marta : Iya betul, kalo itu lancar, saya bisa..tapi yang by telephone minta pick up itu dari PT Kievit..karena

memang orangnya tegangan, emosian gitu jadi saya nervous dulu trus saya lempar kesenior….ngomongnya ndak jelas jadi saya bingung.. trus sudah gitu memang sudah digaris bawahi kievit itu harus dengan cepat gitu lo .. jadi langsung begitu dengar kiviet langsung saya lempar..

105

R : Sudah ada..itunya ya.. na, kalo saya mau satu2 ya kan mesti kalo pertama welcoming sama greeting guest.

Marta : Iya R : Itu…e… apa yang bukan sih, supaya kita dengan cepat welcoming sama greeting Marta : Maksudnya kemampuan bahasa inggris R : Iya, dalam bahasa inggris itu harus apa terutama hubungannya dengan listeningnya speakingnya ato

reading Marta : Kalo disini yang sangat-sangat perlu pasti listening sama speaking…tapi ya memang itu, kembali lagi

pada aksen mereka yang mereka bawa itu terkadang troublenya, masalahnya disitu kendalanya kita disitu R : Tamunya sering asia ya Marta : Iya ada juga sih yang bukan asia tapi ya, maksudnya kalo yang dari Amerika atau inggris langsung itu

kan biasanya seetiap dia ngomong kita dengerin itu sudah masuk bisa tapi kalo dari yang yang muka bule juga tapi mungkin dari mana ya..seperti Itali itu kan mukanya muka bule, bule italic. Itu beda aksennya itu…kebawa2 bahasa mereka itu …mungkin ada ‘o’ nya biasanya gitu

R : e..kalo pas pertama..apa yang dilakukan kalo welcoming sama greeting guest, apa yang diucapkan? Marta : O nggak pertama pasti.. kalo ketemu langsung atau by phone? R : Ya, satu-satu. Marta : Kalo ketemu langsung sudah pasti greeting aja, paling ee..kalo siang ya..good afternoon

gitu..menanyakan bantuan apa yang, apa kita bisa membantu kalo maksudnya R : Trus kalo by phone? Marta : Kalo by phone kan di bagian kita, kalo kita reseptionis, ya, kalo kita reseption pasti greeting dulu, trus

langsung menyampaikan reseption dengan siapa ini, jati diri kita ..sudah gitu baru menawarkan bantuan R : Nek..perasaannya apa ya e..apa perasaan anda waktu welcoming sama greeting guest apakah senang,

apakah suka, nervous ato gimana? Marta : Sudah otomatis terbawanya dengan ceria dulu, mungkin karena, karena kita di perhotelan memang

diharuskan, walaupun baru sakit gigi harus kita senyum dengan tulus, kan begitu..jadi ya R : Kelihatannya tulus ya? Marta : Iya..jadi pintar bersandiwara ..sudah pasti dengan suara yang enak didengar mungkin berarti..karena kan

biar sananya jadi enak gitu nelponnya. R : Terus, kalo habis welcoming greeting tadi apa making question Tanya, taking information, misalnya kalo

itu trus apa yang kita perlukan apa yang anda perlukan Marta : Kalo R : Kemampuan apa Marta : Ya..kalo sudah pasti sekarang baru menulis apa sih writing ya..heeh menulis karena otomatis apa yang

disampaikan oleh tamu dari telphon maupun kalo dia check in, langsung bisa dichek in kan ,tapi kalo yang pesan sesuatu atau menitipkan pesan atau apa kan kita sudah pasti menulis..gitu ya..jadi mendengarkan dan menulis sekarang..apalagi kalo seperti dia mau ngecek reservasi atau mau konfirmasi atau mau melakukan reservasi , karena di reseption itu juga multi karena reservasinya kan satu orang , jadi otomatis kita juga harus mbantu reservasi..

R : Terus apa yang dilakukan pada saat itu Marta : Kalo reservasi R : Making question sama taking information Marta : Kalo reservasi paling ..kalo dihotel kita tidak boleh mengatakan helo, tidak boleh, jadi begitu terima

telpon pertama kali umpamanya seperti reseption aja langsung good afternoon reseption, this is ambar, may I help you atau can I help you, di hotel halo pasti diganti dengan greeting

R : Jadi ndak boleh halo? Marta : Iya tidak boleh, terima telpon juga tidak boleh langsung ya greetingnya selamat pagi, selamat sore

selamat malam gitu langsung, jadi sudah menawarkan bantuan, jadi kalau dia mau pesan kamar, kamar, kita bisa langsung Tanya untuk hari apa? Rencana berapa malam, dan kamar apa yang dikehendaki, baru kalo dia belum tahu harga, Tanya harga, kita informasikan harganya tiap kamar

R : Itu berarti masuk ke Marta : Reservasi R : Maksudnya kalo ada request Marta : Iya

106

R : e..itu kan writing sama listening ya, kalo dia minta dibawain sesuatu Marta : Maksudnya R : Misalnya dari kamar Marta : O gitu..order R : order Marta : Dia biasanya, kalo order sesuatu, seperti makanan, itu langsung ke res..e..ke bagian restaurant, jadi tidak

lewat kita, tapi kalo operatornya baru libur atau baru istirahat, biasa kan telphon dilempar langsung di lempar ke reseptionis, otomatis kita terima kita sambungkan kalo dia ndak bisa, ndak tau nomornya,karna mungkin hilang atau gimana, tapi kalo e.. dia tahu yang langsung..biasanya gitu aja…paling biasa ini, kalo order sesuatu yang lewat kita, dia mau tambahan extra bed, atau mungkin minta pinjem charger hp, atau stop kontak

R : Hair dryer Marta : Hair dryer kan biasanya sudah ada, jadi penambahan seperti itu , paling kan biasanya langsung telphon

reseption minta gitu, atau dia mau order dokter ada juga langsung ke reseption, baru reseption yang oper handle ke housekeeping untuk minta extra bed atau ember gayung gitu ..ada yang perlu seperti itu ternyata..kemarin itu tamu dari singapure itu perlu ember sama gayung

R : Singapure Marta : Iya betul R : Tak piker orang Indonesia aja Marta : O ndak karena apa, karena kita ada masalah di air, airnya tu keluarnya panas dingin, jadi ndak bisa di

mix gitu lo, jadi dia kulitnya, sayang kulit, pinjam ember sama gayung dimix di situnya biar jadi anget gitu lo

R : Trus kan biasanya juga kalo guest kan.. reseptionis tugasnya juga recommending servis sama fasilitas yang ada

Marta : O iya, kan kita memang reseption atau FO bisa dibilang kan jantung dari hotel itu sendiri, jadi memang dan image dari hotel itu kan kita yang bikin, otomatis kita e..kita itu sebagai good information harus bisa menjadi itu.. trus apa sales person juga bisa harus, gitu lo jadi memang kita menjadi sales menjadi tukang informasi yang bagus, jadi otomatis semua dari fasilitas hotel kita harus menguasai karena kalao ada tamu bertanya, dan kebanyakan tamu bertanya pasti ke bagian reseption otomatis kita harus bisa memberikan informasi yang baik dan benar sesuai yang diperlukan tamu

R : Kalo ada yang dipahami apa ya, supaya bisa memberikan informasi ? Marta : Iya kemampuan bahasa Inggris dan juga pengetahuan tentang produk, product knowledgenya hotel dan

apa ya komunikasi dalam bahasa Inggris otomatis, kita meyampaikannya R : Menurut anda apakah yang recommending ini susah atau lebih gampang dari tadi atau creating request

apa yang recommending , apakah offering facilities itu lebih mudah? Marta : Kalo kita menguasai bahasa Inggris sudah pasti semuanya gampang apalagi memberikan informasi itu

lebih gampang, karena otomatis kan Tanya jawab, kalo memberikan informasi kan tamu Tanya swimming pool ada berapa, dimana letaknya, kan Tanya jawab kan , kalo kita penguasaan bahasa inggrisnya bagus itu otomatis ini gampang tapi kalo seperti untuk saya e..mungkin yang reservasi lebih gampang karena yang ditanyakan baku kan. Hari kapan jadi sudah baku, sana tinggal jawab untuk tiga hari mulai dari tanggal ini check out tanggal ini, saya perlu satu kamar bed besar..paling gitu aja.

R : Trus tadi kan hubungannya offering services kan pasti ada giving direction ya? Skill apa sih yang diperlukan?

Marta : Maksudnya? R : Listening, reading, writing, speaking Marta : Maksudnya offer apa R : e.. yang tadi kan offering services , menawarkan pelayanan Marta : O gitu ya R : Misalnya saya mau spa, dimana? Marta : Iya, pasti ya speaking sama listening kalo dibagian ini …soalnya kita ketemu langsung dengan tamu atau

by phone ini kan kita menjelaskan, biasanya kalo umpamanya spa kami terletak di sebelah kanan e..reseption ini otomatis kan ..turn left turn right itu kan ya sudah pasti ..penguasaan..

R : Sudah Pengalaman apa Marta : Kalo disini, ya itu cuman baru mbantu tentang diner, check in korea itu check in sudah pake bahasa

107

inggris juga, trus kalo yang cina dari Taiwan itu kemarin cuman beli voucher, dia beli voucher wifi jadi untuk masuk kan gampang kan dia Cuma beli apa two hours, langsung saya Cuma Tanya charge to room atau cash gitu aja jadi langsung kalau charge the room langsung minta tanda tangan sign udah trus tanda tangan berapa kamar, kamar nomor dia, udah..gitu aja jadi gampang…tidak terjadi percakapan yang maksudnya biasa ngalor ngidul gitu sih kalo disini karena memang biasanya mendatangi reseption perlu sesuatu sesudah itu udah, tapi waktu kalo direstauran kan memang kita harus ada approach the guestnya jadi memang harus menyapa tamu, mengajak tamu ngobrol, karena sistemnya merasa tamu itu seperti dirumah sendiri. Gitu lo kalo di horizon, jadi otomatis kita ngajak ngobrol ngalor ngidul seperti keluarga gitu

R : Nah.ini pasti kalo di hotel kalo ada masalah, sudah pernah ada masalah? Dengan bahasa Inggris? Marta : Kalo tamu asing selama di sini di laras asri saya belum, tapi kalo di horizon, di horizon itu sudah pernah

tapi complainnya bukan terhadap pelayanan kami tapi dari kitchen, karma dia pesan makan e..agak lama, begitu keluar dia itu bule dari itali, jadi karma orang italic masakan western dan Italian gitu kan, dia Tanya ini pizza apa gitu lo, trus pizzanya di Itali sana tu ndak seperti ini, yang masak siapa, dia bilang gitu? Dia cuman ngomong begitu aja, trus waktu itu pesen steak, dia tu pesen steak, dia bilang yang masak ini siapa?ini terus terlalu keras atau kurang apa gitu, pokoknya gitu , kami datangkan chefnya ngomong sama chefnya, jadi Cuma gitu2 trus memberi saran, jadi komplainnya hanya itu, bukan komplain keras yang marah2 sih tidak, biasa orang asing jarang, biasa yang banyak komplain sampai marah-marah kan rata2 orang kitanya

R : La, kalo menghadapi komplain, ada komplain kan mestinya beri jalan keluar Marta : iya R : Itu harus bisa apa aja Marta : Kita mendengarkan dulu, kalau komplain kan sudah pasti kan ya ini berarti harus listeningnya yang

bagus karena tamu komplain kan otomatis kan dia bisa jadi loss control ngomongnya yang blabla.. dan kita mendengarkan itu kan mendengarkan sambil memahami, sesudah dia selesai ngomong baru kita apologize dulu minta maaf mengakui kesalahan kita, kesalahan siapapun harus kita yang akui kan gitu mengakui kesalahan kita baru setelah itu kita memberikan solusi, kalo memang kita belum mampu kita minta tolong dia untuk tunggu sebentar kita panggil atasan kita. Biasanya begitu

R : Rasanya gimana, apa ini yang paling susah? Marta : Ya..sudah pasti susah ya, karena otomatis khususnya buat saya yang bahasa inggrisnya ndak bagus gitu

otomatis pada saat orang komplain kan tidak bisa kita ajak mencari bahasa lain untuk bisa saling memahami jadi mau tidak mau kita harus memahami itu yang paling susah, karena sudah pasti banyak yang tidak saya pahami kalo orang komplain dalam bahasa Inggris

R ; Dan memberikan solusi Marta : Kalo memberikan solusi mungkin bisa, kalo kita sudah memahami masalahnya mungkin mungkin bisa

gtu, nggak terlalu bertele-tele dengan cepat gitu kan…enaknya kalo suasananya nyante gitu kan jadi bisa ngobrol2.

R : (pertanyaan berikutnya berhubungan dengan questionnaire yang telah diisi) Ya hubungannya dengan listening tadi

Marta : Iya betul R : Perbendaharaan kata Marta : Iya betul karena untuk saya kan saya sedikit sekali saya rasa trus belajar itu sulitnya..(tertawa) R : Sulitnya dimana? Marta : Karena nggak ngerti, karena saya itu memang hobi baca, tapi kalo baca bahasa inggris , saya baca tiga

kali belum tentu bisa masuk gitu lo.nanti masuk sekarang kalo sudah ketumpukan yang lain lupa. Tapi kalo makanya kadang saya justru belajarnya melalui chatting, jadi saya chatting dengan teman2 dari luar negeri semua itu kan pake bahasa inggris semua jadi dari situ saya bisa maju pesat karena dalam waktu tidak ada satu tahun saya chatting sudah tidak pake kamus.. dari petama chatting masih pake kamus dan ngetiknya masih yang satu satu huruf, saya pasti minta maaf dulu bilang saya masih belajar jadi kamu ngomongnya jangan cepet2 karna saya ngetiknya juga sulit..dia bilang ok ok saya tunggu, kebanyakan semua temen-temen bilang gitu..lama2 begitu weh..kamu sekarang sudah lancer ya lancar sekali ngetiknya dia bilang begitu, jadi dari situ saya tau..o iya..maksudnya efektif banget

R : Chatting ya Marta ; Iya Bantu banget karena memang kan ngobrol gitu kan ngobrol, trus yang diobrolkan yang dibahas kan

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juga apa aja ngalor ngidul kan saya lebih suka kan sama temen-temen yang bahasanya umum tentang apa pengetahuan atau apa gitu jadi bisa nambah nambah pinter gitu pengennya gitu iya trus kalo pergi ke warnet dulu bawa kamus electric gitu biar cepet

R : Ini, saya mau Tanya masalah skill, disini kan ada mendengar, ini yang sulit dipahami apanya, sulit mendengar.

Marta : Ya itu, maksudnya kadang banyak kalo orang yang ngomongnya cepet, atau aksennya sulit dipahami, itu dari situ, buat saya sulit, tapi kalo dalam keadaan nyantai kan kadang bisa minta diulang, dia bisa lebih lambat ngomongnya otomatis bisa cernanya gitu , kalo seperti disini reseption tidak mungkin saya melakukan itu karena tidak bisa, semua harus serba cepat.

R : Berbicara agak suka Marta : Ya karena memang saya suka, ya itu kalo suasananya nyante saya juga jadi bisa nyantai otomatis dari

situ, dari kepalapun bisa ngalir kata2nya gitu lo, tapi kalo kondisinya dipress gitu kayaknya ndak bisa gitu lo…

R : Tapi kalo di reseptionis.. Marta : Iya, itu harus cepat , kayak kemarin ya begitu sekali denger, memang harus extra, gitu lo, otomatis

abaikan yang lain dulu ..(tertawa).. R : Membaca, reading, ini yang sulit dipahami kosakatanya atau Marta : Seperti saya kalo baca, kalo baca di chatting saya mudeng,bisa paham, tapi kalo saya baca buku cerita

atau surat dalam bahasa inggris itu maksudnya yang betul2 grammarnya betul2 bagus itu saya malah sulit, tapi kalo surat, misalnya surat apologize atau surat undangan itu kan masih bisa karena itu kan ringan, tapi kalo sudah masuk yang berat2, mungkin saya rasa memang diperbendaharaan kata saya yang kurang gitu lo, jadi disitu kesulitannya.

R : Jadi belajarnya lewat chatting Marta : Iya R : Kalo mendengar, kalo direseptionis Marta : Kalo di reseptionis seringnya ya mendengar dan berbicara R : Kalo membaca Marta : Membaca kurang , terus terang di laras asri itu untuk log book aja nulisnya pake bhs Indonesia campur

inggris, log book itu jadi gini seperti kegiatan kita sehari-hari atau kalo ada informasi yang penting itu kita harus tulis di dalam buku besar, itu fungsinya nanti untuk shift selanjutnya , itu jadi dia bisa tahu kegiatan apa tadi sebelum saya masuk, ada apa dan ada apa yang penting yang harus diprioritaskan, kan itu apalagi ditulis situ semua, perhatian2, tamu dari kamar ini pinjem apa, apa tamu dari ini tadi billnya belum, tamu dari ini minta begini, tapi kita harus oper handle ke shift sesudah kita, kita tulis disitu semua

R : Bahasanya Marta : Disini pake bahasa Indonesia kebanyakan, inggrisnya sedikit, trus untuk comment2 dalam comment

reservasi juga pake bahasa Indonesia kan biar mudah dipahami anak2 semuanya, biar nanti pada saat menangani tamu itu tidak tidak kesalahan mungkin tujuannya , tapi waktu saya di grand candi itu log book harus ditulis dalam bahasa inggris semua jadi itu saya jadi otomatis jadi sedikit belajar. Karena kegiatan sehari2 seperti tamu nomor sekian pake internet berapa trus internet trouble, tamu nomor ini komplain internet kelambaten, kita tulis dalam bahasa inggris

R ; Jadi kalo membaca tulis Cuma untuk itu aja ya?kalo check in chek out? Marta : Check in, check out itu tidak ada Cuma nama aja, karna di formnya kan sudah ditulis pake bahasa

inggris, kita dan Indonesia kita tinggal masukkan namanya tanggal masuk tanggal keluar, nomor kamar trus ama nomor id card trus ulang tahun, hari lahir trus minta sign trus agreementnya di non-smoking area, semua disini kan non smoking area, agrrementnya kan ditulis dalam bahasa inggris, tapi kita kan ndak pernah baca, cuman minta tandatangan.. sudah tau itu non smoking. Maleslah kalo baca bahasa inggris yang gitu..

R : Berarti writing Cuma nulis nama aja Marta ; Iya iya nulisnya gitu aja, wong saya itu kalo belajar itu saya baca cerita dongeng2 jadi beli dongeng

anak2 yang putri-putri yang Indonesia plus inggris gitu lo kadang suka beli2 gitu dulu dibaca indonesianya trus inggrisnya saya baca, kalo nggak saya coba inggrisnya baca dulu mudeng ndak, kalo ndak mudeng baca o baru ini tau ketambahan satu kata atau dua kata paling maksudnya gitu..irit banget

R : e..pertanyaan terakhir, selama di reseptionis disini..e.. pekerjaan..atau kegiatan tapi hubungannya dengen bahasa inggris dengan tamu asing

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Marta : Ya Cuma itu aja paling check in, check out, kalo check out Cuma, check out sir what your number e..room number itu aja udah, dia sebutin nomor .buka billing trus menyampaikan kekurangannya itu aja kekurangan yang harus dia bayar trus print udah itu aja

R : Tidak ada Marta : Tidak ada komunikasi, tidak ada percakapan, dan jarang juga tamu mampir itu untuk ngobrol

itu..(tertawa) gitu jadi ya itu aja, trus paling e..menyampaikan informasi trus mungkin Tanya swimming pool atau restaurant Tanya bukanya jam berapa atau ada acara apa gitu aja, tapi disini kalo itu yang dipelajari sudah lama, kalo yang sudah lama disana pasti sudah hafal diluar kepala, gitu aja. Soalnya nggak ada program2 khusus yang mungkin satu bulan sekali atau nggak..nggak ada. Jadi kalo seperti Horison itu kan ada setiap satu bulan kan ada informasi yang ditempel dan dibagikan ke semua departemen, mungkin cake of the month itu apa hari ini, bulan ini terbuat dari apa, harganya berapa? Itu ka nada trus nanti e..bulan ini ada promosi apa itu pasti diganti, kalo disini ndak ..jadi masih ringan buat saya..(tertawa)

R : Mungkin ada tambahan apa Marta : Sudah sih..mungkin sudah kali ya, soalnya belum banyak pengalaman R : Tapi kan yang di grand candi kan sudah pernah to Marta : Ya kalo di grand candi paling ya itu komplainnya komplain e..kok internernya lambat ya..gitu, atau

nggak paling kita itu ingin mbantu tamu, kadang tamu ada yang mungkin tamu Tanya..bisa nggak saya ke yahoo korea, atau pake yahoo apa gitu trus kami coba Bantu, trus kalo ndak ada yang mau buka e-mail tapi ternyata dia pake yahoo mail ndak bisa, saya pake mail yahoo bisa, gitu lo saya coba buka atau paling gitu aja, minta diprint ataupun difax paling gitu, jadi komunikasi tidak banyak memang

R : Terakhir..kan dulu dimana.. di d3 perhotelan juga dapat bahasa inggris.. Marta : iya R : Bahasa ingris yang di perhotelan sama yang dipraktekan disini ee bermanfaat atau kurang atau.. Marta ; Saya rasa waktu saya dikampus itu biasa aja dapetnya jadi nggak begitu banyak jadi lebih banyak karena

lebih banyaknya saya comot2 asal comot itu ngobrolnya itu jadi yang lebih kalo malah dibilang justru dari chatting itu lebih banyak bisa membantu, kalo yang disana kan paling cuma dapat berapa ya 1 jam kurang lebih satu jam ndak efektif gitu lo…satu minggu sekali dan apa yang diajarkan itu juga biasa aja gitu lo paling Cuma coba latihan check in kalo nggak dengerin dosennya ngomong trus ya biasa contek2an

R : Mahasiswa lah. Marta : Iya, seumpamanya dosennya ngomong nama jalan di Singapore yang apa , langung apa2apa kanan

kiri..gitu aja R : Ya terimakasih Marta

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Appendix C: Tapescript interview dengan Marcel, Senin, 14 Januari 2008 pukul

9.45-10.30

R : Tolong ceritakan tentang Laras Asri, berdirinya kapan? Marcel : Apa ya? Ndak inget Bu, tapi yang jelas ulang tahunnya itu besok tanggal 21 Maret, itu ulang tahunnya.

Berarti tiga tahun yang lalu berarti. Grand opening. R : Kalo struktur manajemen, tapi hubungannya dengan front office, posisinya front office di hotel itu

dimana? Marcel : Kalo front office merupakan salah satu departemen, yang merupakan pusat dari operasional menurut

saya ya bu, ya. Dia (front office) sejajar dengan departemen lain, jadi dia untuk strukturnya dibawah General Manager langsung.

R : e..yang ketiga. E…di front office ada shift-shiftan pasti. Marcel ; ya R : Ada berapa shift yang ada disitu? Marcel ; Ada tiga shift, yang dibagi jam 7 pagi sampai jam 3 sore, jam 3 sore jam 11 malem, yang malem jam

sebelas sampe jam 7 pagi. R : Kalo tiap shift, job desc nya beda ya? Maksudnya yang dihadapi juga beda. Marcel : Iya R : Bisa minta tolong ceritakan masing-masing, tapi hubungannya dengan penggunaan bahasa inggris

untuk komunikasi. Marcel : Seperti R : Jadi misalnya kalau shift pagi itu ketemunya, apa check in-check out, kalau shift malam itu ketemunya

komplain atau apa? Marcel : Kalau shift pagi biasanya mereka ketemunya lebih besar ke check out nya, terus hubungannya dengan

bahasa Inggris mungkin ya… R : Jadi check out itu prosesnya gimana? Trus yang diomongkan apa? Marcel : Check out, mungkin kita menanyakan billing, terus terang…tambahan dari ee…tambahan konsumsi.

Terus e…pertanyaannya kapan mau balik lagi ke hotel? Yang ditanyakan. R ; Itu setelah billingnya selesai baru kamu Tanya? Marcel ; He-eh. Terus mengisi quest comment R : Minta mereka mengisi… Marcel : Guest comment. R : Itu kalau pagi? Marcel : Pagi. R : Kalau yang shift yang jam 3 sampai jam 11? Marcel : Jam 3 mereka biasanya lebih menghadapi ke check in-nya bu. Mereka check in, check in time kan jam

2 siang, check in time jam dua siang, mereka biasanya, check in aja prosesnya mungkin memastikan apakah pesan kamarnya tepat, mungkin dalam bentuk set up-an bed, queen atau twin, trus jenis kamarnya…e…terus lagi konfirmasi masalah harga, dan metode pembayarannya.

R : Itu yang jam 3 sampai jam 11 ya? Marcel : Sore. R : Kalau yang malem? Marcel : Yang malem mereka closing. Malem itu closing, jadi istilahnya nutup bill bu. Ee…closing billing,

check run down kamar yang mau run in malam ini. R : Itu pake bahasa Inggris ndak ya? Marcel : Ndak. Ndak ada komunikasi kalau malem sama sekali. Hanya check billing aja bu. R : Kalau billing itu pake bahasa Inggris atau bahasa Indonesia? Marcel : Billingnya? Kalau di formnya sih Inggris semua bu, jadi saumpama ada istilah ditransfer ke room

berapa? Jenis makanannya, salad ini, it bahasa Inggris semua. R : Jadi harus tau ya?

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Marcel : Jadi harus tau. R : Kalau misalnya yang check out tadi ya. Marcel : ya R : Kita ngomongnya yang check out dulu. Itu yang paling sering dilakukan apa? Hubungannya dengan

skill, kan ada empat, listening, speaking… Marcel : He…eh menurut saya lebih ke speakingnya. Speaking sama writing. R : Itu check out? Marcel : Check out. R : Speakingnya untuk apa, writingnya untuk apa? Marcel : Speakingnya untuk menanyakan ini tadi apa bu namanya… R : Billing? Marcel : Billing. Kapan balik lagi kesini? E..trus writingnya lebih ke tulisan, kita memberikan satu form khusus,

disitu ada form dalam dua bahasa, satu bahasa Inggris, satu bahasa Indonesia. Disitu tamu diminta mengisi sama pertanyaannya seperti e…servis telepon operator, pelayanan pusat kedatangan, pelayanan bagasi, pelayanan kamar, kebersihan kamar. Terus seperti pertanyaan yang pertama itu pasti, sudahkah anda dating ke hotel kami? Have you stayed with us before? Formnya ada dua, satu Inggris, satu Indonesia.

R : Jadi speaking, writing…listening ndak ya? Marcel : Listening…ya…sebagian kecil. Pasti otomatis ada speaking ada listening. R : Terus sekarang kalau pas check in Marcel : Pas check in bu? R : Samakah dengan itu? Marcel : Check in sama…o…tadi pas check in ya bu. R : Tadi kan check out. Marcel : Pas check in itu tadi seperti memastikan e…kamarnya konfirmasi. R : Speaking? Marcel : Speaking aja menurut saya ya buy a. R : Listening? Marcel : Listening? Ya…sedikit lah, tapi lebih banyak speakingnya. R : Reading ndak? Marcel : Ndak ada. Reading lebih ke…mungkin baca ini ya…guest registration…itu juga writing

sih…sebenarnya ada sih empat elemen itu. R : Tapi yang lebih banyak? Marcel ; Lebih banyak speaking. Oral. R : Ehm…kalau lihat di questionnaire mu kan yang paling banyak speaking, kenapa? Marcel : Sebabnya, kita lebih banyak komunikasi dengan oral, juga ada dengan writing hal-hal…e…apa ya bu

ya…kayak formalitas. R : Tujuan komunikasi itu apa to? Marcel : Supaya tamu mendapat poin apa yang kita sampaikan, lebih ke speaking. R : Jadi lebih ke bertanya kah? Marcel : Iya, bertanya. R : Tanya jawab gitu? Marcel : Ya R : Terus, nah sekarang ini yang ada di kesioner. Kan mendengarkan, kadang sulit membedakan kata-kata

yang kurang jelas, karena mereka berbicara terlalu cepat. Ini ada pengalaman? Marcel : Jadi kalau action…apa namanya? Aksen ya bu ya? Aksennya dari orang bahasa inggrisnya dari Italia,

Denmark, dari Singapore itu sudah beda-beda, masih kebawa logat mereka masing-masing. R : Selama disana, kamu ketemu orang apa aja? Marcel ; Singapore, Inggris Singapore, Inggris Denmark, terus yang Inggris Australi, itu yang sering sih bu,

beda-beda banget, jadi logatnya masih kebawa mereka. Kalau Singapore itu lebih banyak ke akhirannya. Lebih ke tinggi ya…I want to ini ya. Ada akhiran ya-ya pokoknya.

R : Itu apa? Marcel ; Singapore sama Malaysia biasanya. R : Sulit?

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Marcel : Ya, aksennya kayak orang Indonesia ngomong bahasa Inggris R : Jawa Inggris Marcel : Aksennya masih kebawa. R : Kalau berbicara, ini ditulis pengembangannya yang sulit, karena setiap orang asing mempunyai dialek

yang berbeda-beda. Marcel : Berbicara? Ya…ya bu. Sama menurut saya, latar belakang ini ya, apa namanya e…kebudayaan juga.

Ada yang mereka lebih suka cepat, tapi kita nggak dapet. Kalau pelan…tapi mereka…lebih cepat itu Inggrisnya Inggris Jepang bu. Sangat membingungkan…ya.ya.ya…

R : Korea gitu? Marcel : Hampir sama dengan Singapore, kebanyakan tamunya dari Inggris Singapore R : Terus membaca, nih yang saya bingung: simple, padat jelas, disini… Marcel : Kan kita membaca, yang dibaca itu kan nggak ini kan ya buy a. Cuma form-form aja R : Nggak pernah baca artikel? Marcel : Nggak sih, cumin formnya didalam situ, kayak ini sih, guest registrasi, Cuma isinya check in check out,

kita sudah dapat poinnya. Check in, check out, method of payment, telephone. R : Terus yang ini writing. Dalam dunia perhotelan ada istilah-istilah khusus, sangat berbeda dengan

umumnya. Marcel : Itu, biasanya lebih ke intern departemen ya buy a, seperti istilah check out, check in…itu check in, terus

istilah rbf, c/a, p/a, terus room breakfast disingkat rbf, itu juga umum di hotel lain, terus kayak p/o. p/o itu pick up, ya seperti itulah bu.

R : Jadi istilah-istilahnya ya. Marcel : e…etd, eta, banyak gitunya, pertama-tama saya juga bingung ini apa, ini apa. Terus dikasih koment itu

dengan bahasa yang disingkat-singkat seperti itu. R : Kalau yang poin 2.6 ini kan isinya feeling Marcel : Ya. R : Feeling itu kan, apa suka, tidak suka seperti itu. Lha kalau mendengar, itu sebenarnya perasaanmu

gimana? Marcel : Lebih suka sih bu R : Dalam artian? Marcel : Dalam artian kita belajar untuk mengerti apa yang lebih…tamu yang ingin disampaikan itu apa. Kalau

berbicara, itu, agak sulit sih bu sebenarnya. R : Agak sulit tapi suka? Marcel : Ya, karena harus. R ; Terus membaca? Marcel : Sangat minim kondisinya, jadi istilahnya kurang tapi bukan berarti tidak suka, karena kalau dipikir

harus, harus suka semua. R : Tapi jarang dipakai? Marcel : Jarang dipakai. R : Menulis? Marcel : Menulis? Juga jarang dipakai sih bu. Jarang digunakan. R : Jarang digunakan, tapi suka. Marcel : Suka, sebab harus. R : e…berarti bahasa Inggris yang digunakan Cuma…ini ya… Marcel : Sebagian besar Cuma ya check in-check out. R : Terus kan kuliah, di kuliah dapat apa bahasa Inggrisnya? Marcel : Bahasa Inggrisnya sama juga yang diterapkan ya buy a. Selama disini (kampus) menurut saya sih belum

ya bu, kalau untuk perbendaharaan sih belum ada saya piker. R : Dalam arti vocabnya. Marcel ; Vocabnya ya. R : Untuk apa ya? Marcel : Kalau di Introduction to Hospitality Industry (name of a course) itu paling Cuma dapat ini, kita

mengerti jenis-jenis ticketing, jenis hotel, itu aja mungkin. R : Tapi untuk komunikasi tadi, speaking (name of a course) apakah bisa membantu dalam… Marcel : Kalau itu saya piker membantu sekali. Dapetnya dari pembicaraan yang umum. Kita misalnya Tanya,

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anda dari mana? How long have you stayed in Indonesia? Itu kan, dapatkah anda berbicara bahasa Indonesia? Kalau orang asing itu.

R : Komunikasi sebenarnya apa yang terjadi pada saat itu, apakah Tanya jawab? Marcel ; Semua. R : Kamu Tanya, sana jawab. Atau juga nobrol yang lain. Marcel : Kalau saya piker untuk…sebenarnya proses check in Cuma itu aja bu. R : Nanya jawab? Marcel : Atas nama bapak ini, di ini, kamar ini harga segini betul ya pak? O iya mas, udah check in kasih kunci

gitu aja. Cuma diwaktu-waktu senggang itu kadang tamu juga merasa bosan, ngajak ngobrol. R : Datang ke situ Marcel : Datang kesitu R : Rata-rata kalau ngobrol ngapain? Marcel : Mereka kalau orang asing, biasanya mereka Tanya, mana ya sini yang bagus? Terus e…bagaimana saya

bisa kesana? Terus fasilitas apa yang saya dapatkan dihotel ini? Begitu biasanya, atau mereka ngajak jalan.

R : Jadi juga Tanya jawab Marcel : Tanya jawab juga sih. Sebenarnya simple kalau di front office tu ya, yang ini yang disini check in-

check out sih bu. Cuman di sebagian hotel dibedakan antara billing dan kasir, jadi mungkin di hotel lain lebih simple dari ini. Mereka Cuma Tanya, bapak check in nya di kamar ini, jenisnya ini, atas nama ini, udah gitu aja.

R : Kalo ada program bahasa Inggris inginnya lebih banyak praktis percakapan dan mendengar, kenapa? Marcel : Ya…seperti itu tadi ya buy a, jadi, menurut saya di…kita berinteraksi dengan tamu cumin ada Tanya

jawab. Dan Tanya kita harus berbicara dan jawab kita harus listening mendengarkan. Gitu aja. R ; Trus yang ini, tambahan ini, belajar budaya asing dari tiap Negara, pentingnya? Marcel : Ya…itu pertanyaan itu tadi apa bu? R : Tambahannya, jadi kita perlu belajar budaya orang asing dari tiap Negara. Pentingnya apa? Marcel : Seperti gini, pernah ada tamu saya yang bilang, kalau dengan orang asing itu e…katakanlah kita

memanggil…kita meminta untuk mereka dating, okelah kita udah akrab, tapi kita meminta jabat tangan, yang kita pertama kali meminta jabat tangan itu mereka piker itu tidak sopan, seperti itu. Kita harus Tanya, kadang tamu menjelaskan. In my country if you ask me to shaking hand and you ask me first, it means not polite. Dan banyak hal seperti itu mungkin.

R : Jadi penting juga ya… Marcel : Dan berbicara dengan jarak juga. Mereka lebih nyaman bicara dengan jarak yang dekat, sedangkan kita

kan mungkin lebih…lebih jaga jarak. R : Taunya dari mana? Marcel : Saya sempat Tanya jga sih bu. Itu lebih… R : Itu orang mana? Marcel : Orang Australi. Jadi mereka lebih bicara dengan…saya juga sempat Tanya banyak sih, tentang Negara

mereka, seperti pajak seperti apa? Mereka cerita, kalau mereka…pajak memang tinggi, tapi kalau ada lubang dijalan, katakanlah jalan itu ada yang berlubang, kita bisa tuntut pemerintah. Kalaupun kita jatuh, karena pajaknya tinggi.

R : Terakhir, jadi front office ini, personnel minimal mereka harus bisa apa? Marcel : Saya pikir, mereka harus yang pertama, mereka harus lebih suka berinteraksi dengan orang lain, mereka

lebih suka untuk belajar budaya, mungkin soalnya kita menemui berbagai tipikal orang yang dengan background yang berbeda, dalam bahasa, saya pikir lebih ke berbicara, itu yang nomor satu.

R ; Setelah itu? Marcel : Mendengar. R : Setelah itu? Marcel : Mungkin apa ya? Menulis, soalnya terakhir kali kalau kita ndak bisa berbicara, kita pakai bahasa

menggambar. Pernah to ada sekali, orang Jepang nggak bisa bahasa Inggris, kita juga ndak bisa bahasa Jepang. Bahasa Jepangnya yang cepat banget itu lo bu. Dia bilang…he...eh…eh…eh…eh…ndak ngerti saya gambar akhirnya.

R : Pas kamu nunjukkin tempat gitu. Marcel : Ndak di kamarnya itu ada sesuatu apa gitu lo, ndak tau yang dimaksud dia itu apa, akhirnya dia cerita

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gini-gini-gini aja…saya gambar. Sampai teman saya itu bilang, oke you’re using Japanese, I’m using English.

R ; Kalau ada kendala b.ahasa itu ndak nyambung gitu trus ngapain? Pake apa? Marcel : Tulisan tadi bu, kita nggambar, yang kamu maksud itu kamarmu, ini nomor kamar kamu. Dan ditulisi

room, digambar rumah. R : Dia juga nanti. Marcel : Paling jawabannya juga…he…he…eh. Kendalanya disitu, kalau yang original orang korea kan,

tamunya Pak Kim yang ngajar disini lo bu. Kita kan juga sulit. Soalnya dia bahasa Inggris ndak bisa. R : Terus ada pengalaman. Marcel : Pernah sekali ada pengalaman, ada cicak dalam kamar, mungkin mereka ndak pernah lihat ya buy a, itu

laporan sama saya telpon to bu, some snake…snake, dia bilang gitu, aku panggil security suruh ngusir. Ternyata ditnjukkan snake…snake…jadi cumin bilang…dibelakang lukisannya, tak buka cumin cicak…trus banyak komunikasi dengan yang ndak ngerti bahasa Inggris dan mereka ndak bisa bahasa Indonesia.

R : Bahasa isyarat juga? Marcel : Isyarat, tapi kalau hewan gitu gimana bu? Makanya snake…snake. R : Mau di tambai lagi Marcel : Ndak R ; Thank you MArcel Marcel : Ya bu

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Appendix D: Hotel Forms

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Appendix E: Blue Print

BLUE PRINT OF QUESTIONNAIRE

LIVED EXPERIENCE

INDICATORS QUESTIONNAIRE ITEM

Action 1. activities using English to communicate

2.1

2. Level of activities 2.2 3. experience 2.3 Intention/opinion 1. opinion about the four skills 2.4 2. the most used skill 2.5 3. the expectation for English for

Front Officer 2.8

Feeling 1. feeling about the four skills 2.6 understanding 1. the relation between activities and

the skill 2.7

THE ENGLISH COMPETENCE OF FRONT-OFFICE HOTEL …

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