bussines english
TRANSCRIPT
CHAPTER I
INTRODUCTION
1.1 Background of Study
Apprenticeship is a prerequisite to take and pass the courses taken by students
Business Classic. On the other hand, on the job training or apprenticeship is one of the
container to apply the knowledge already gained in the education world. In addition, OJT (on
the job training) also aims to improve the skills or the ability of students to be accepted under
the real working world. Another benefit of an internship is the ability to refine or blend of
science that is not in class but is absolutely invented and used in the work world.In this case
the destination is expected to print the workforce or the quality of human resources who can
compete in the work world.
Based on the exposure above,we chose Kartika Wijaya Hotel Heritage as a place of
execution on the job training.Given a rotation wheel or business area also occurred in the
hotel world, so that way KartikaWijaya Hotel heritage is an ideal place to explore all the
capabilities of anything. Kartika Wijaya Hotel heritage also includes hotels that have met the
requirements in terms of classification of hotels according to quality, and of course the stars
factor that owned the hotel.
Kartika Wijaya Hotel Heritage is located in the city of Batu. Batu is a tourist
destination domestically and overseas travelers. The city has a cool air of comfort will
support the implementation of tourism or business activities. Given so many tourist
attractions in stone like jatim park, Cangar, Songgoriti and others.It also makes the
proliferation of hospitality in the stone from small scale to five stars.In this case Kartika
Wijaya Hotel Heritage who has a four stars is very possible will have many guests from
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abroad.This is where the employees are also required to speech English to serve all the
purposes of the foreign guests. This is where the employee has opportunity to learn not only
the technical world of hotel but also learn a foreign language.
1.2 Purpose of Apprenticeship
The purpose of an apprenticeship is to provide both hands-on training and theoretical
instruction. So that way, persons can learn the full range of skills and information behind a
highly skilled occupation. By participating in an apprenticeship, we can learn the subtleties of
the craft from an expert and can begin his own practice under close observation.
The purpose of this report is to be responsible during the apprenticeship and focus on
one department that is Food and Beverage Department to explain the advantages and
Disadvantages of apprenticeship According to the writers.
1.3 Scope and Limitation
The scope of this report is Kartika Wijaya Hotel Heritage of Batu Malang and the
limitation is Food and Beverage Department.
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CHAPTER II
REVIEW OF RELATED LITERATURE
2.1 Definition of Hotel
Hotel is an enterprise which is engaged in providing lodging facilities and all
necessary purposes guests who arrive at the hotel which is managed professionally by
looking for a sizable profit.
Facilities of Hotel
Room
Restaurant
Front office/Lobby
Park Area
Recreational Park
Playing Field
Meeting Room
Laundry
Massage, Spa, and Sauna Service
Travel Agent
Drug Store
Telecommunication Facilities
2.2 Department Of Hotel
Front Office Department, to serve orders on the guest room.
Marketing Department, charge of the hotel market products to prospective
customers.3
Accounting Department, responsible for managing finances for managing finances
in the hotel rate.
Food and Beverage Department, responsible for providing food and drinks for
hotel guest.
House Keeping Department, in charge of maintaining cleanliness and neatness of
the entire area of the hotel, both inside and outside the bedroom area.
Engineering Department, charge of maintaining and repairing equipment in the
hotel.
Security Department, charge of maintaining security and order in the hotel
environment.
2.3 Kind of Room
Kind of Room According Capacities
1. Single Studio Room is a room containing a bed and a sofa that can serve as an
extra bed.
2. Single Room is a room with one bed for one person.
3. Twin Room is a room with two beds for two people.
4. Double Room is room with one bed for two people.
5. Triple Room is a room with two beds for two people and one extra bed.
6. Twin Single Use is the rooms like twin room, but filled only by one person.
7. Junior Suite Room is a large room consisting of two bedrooms for two persons,
living room, and mini kitchen space.
8. President Suite Room is a large room consisting of three bedrooms, living room,
dining room (conference room), and mini kitchen.
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CHAPTER III
GENERAL DESCRIPTION
3.1 History of Kartika Wijaya Batu Heritage Hotel
Area of Batu East java geographically lay in height 900 metre of sea surface. Batu
located in mountainside of panderman and encircled by many mountains in westside and
southside of Gunungkawi and also northside Mount of Welirang. so, it is not surprise if Batu
since epoch occupying of Dutch have growed to become asylum resort area at the same time
area agriculture of flower and plantation of Apple so that get epithet of Kleine Switzerland.
The view which is beautiful and the air which cold ever all day long have made Batu
city known as final asylum resort by all magnifier of that Dutch at that moment. It is not
surprise at epoch colonization of that moment dutch have many ommissions like hotel of
Tawang Argo, Metropole Hotel, and swimming pool of Selecta, but Hotel of Metropole have
been renovated till impress ancient building has gone. Building "Hotel of Kartika Wijaya" in
this time which is located at jalan Panglima Sudirman 127 Batu also represent one of the
ommission of ancient building of Dutch epoch.
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In the end of 1800, Armenia Termatien brothers: Martyose- Tigran Arshak and of
Avief Sharkies come to South-East Asia from Teheran and they have hotel business. Herein
after 2 from 5 child of Martyose Termatien that is Araton and of Lucas Martien which born in
Newtulfa-Teheran, also hang on to coattail its father go to South-East Asia leave land. At
1876, Lucas success Martien married with Charlotte Hey Ligers, girl of dutch and have a son
called Eugene Sarkies and a daughter. On 26 Februari 1887, Lucas Martien with its family
move to Indies Dutch and remain tostay in Malang East Java. At 1900 Lucas Martien decide
move to surabaya and open Hotel of Oranje (now Hotel of Majapahit). As entrepreneur of
successful hotel like his father that is Martyose Termatien, so Lucas Martien Sarkies finish its
life spans at his family of Life Niagare-Lawang and die on 10 January 1941. The entire
family business of Martien then continued by Eugene Sarkies.
Main Building of from Hotel of Kartika Wijaya initialy woke up as or resort of Villa,
that is of Martyose Tar of Martien Sarkies around mid of century to 19 family of Martyose
Tar of Martien Sarkies with Jasper of Johaner national of Dutch, by the end of century to 20
it is true known as owner of some Hotels in South-East Asia for example "Hotel of Rafles" in
Singapura, "Hotel Strand" in Rangoon, Birma "Hotel of Oranje" (now Hotel of Majapahit) in
surabaya and Hotel of Niagara in lawang. Hotel of Kartika Wijaya is since long time
recognized with mentions "JAMBE DEWE" meaning of jambe is betel which before now
always waves of hands when blown by wind and existence of well of Windu. Hitherto the
betel above the ground and maintained Hotel front page goodness of Kartika Wijaya.
After Aggression II, in 1948 the building made as hospital / Lung sanatorium AD II.to
equip hospital of a kind exist in Tretes. Thereby old buliding property of family of Sarkies
have been used and exploited by TNI AD and then confirmed as property of KODAM V
Brawijaya with no.Skep/1444/VIII/1973.Tertanggal 16 July 1973. In 1979 / 1980 TNI AD
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decide that health service centred into "Hospital of Soepraoen" in Malang. That way end
building function mentioned as "Hospital/Sanatorium of Kodam".
Year 1984, The commander of military area of V Brawijaya Mr. Mayjen Soelarso tell
the idea to exploit the building secondhand become hotel. To realize the idea of KODAM V
BRAWIJAYA,then show PUSKOPAD DRAUGHT of V / brawijaya and as organizer of
land; ground / building of hospital / sanatorium through Military commander decree of V
Brawijaya No.Skep/26/Xii/1985 dated 23 December 1985. Pursuant to decree of Puskopad A
Draught of V Brawijaya cooperate with PT.KARISMA KARTIKA INDAH-MALANG,
altering the the building become hotel have star to which is called "HOTEL of KARTIKA
WIJAYA" and opened by Governor East Java that is Mr. Wahono on 18 November 1986.
On 10 December 1996, Lucas Martin son of Lucas Martien Sarkies visit Hotel of
Kartikawijaya for nostalgic, saw and recall of his grandfather. Eugene encode to express very
impress that its asylum resort villa ahead (ommission of his grandfather) still stand up. Till in
this time Hotel of Kartikawijaya remain to maintain and preserve ancient building which
founded by family of Sarkies along with entire esthetics element which still stick at old
building. Hotel of Kartika Wijaya remain to be defended with atmosphere of Resort Hotel
where guest paying a visit will always find familiarity atmosphere which is audience in every
service of hotel, when they do the activity, weekend with family in the middle of
preoccupation of Hotel of Kartika wijaya.
3.2 Facilities of Kartika Wijaya Batu Heritage Hotel
As mentioned above, kartika wijaya provide facilities to pamper guests who stayed
here. Some guest rooms between them 79 rooms divided as follows:
Moderate room, there are 41 rooms
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Executive cottage, there are 6 rooms
Deluxe room, there are 32 rooms
Junior suite, there are 2 rooms
Superior room, there are 24 rooms
Cottage , there are 6 rooms
Suite room, there are 3 rooms
President Suite, there are 1 rooms
While there are also public facilities include:
Brawijaya Coffee Shop
24- hours Care Service
Majapahit Restaurant
Karaoke
Singasari Room
Laundry Service
Drug Store
Swimming Pool
Children Playground
Fitness Centre
Billiard Centre
Tennis Centre
Mini Zoo
Types of Rooms available at Kartika Wijaya Hotel
1. Kartika Floor
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There are two superior rooms and standard rooms
8 rooms using a double bed
13 using twin bed room
2. Wijaya Floor
Wijaya Up Stairs
There are 2 superior rooms and standard rooms
4 bedroom has double bed
10 using a twin bed room
Wijaya Down Stairs
2 using a twin bed superior room
2 Junior sweet using double bed
10 using a twin bed standard room
3. Motel floor
There are 18 superior rooms
12 using a double bed room
6 using a twin bed room
4. Cottage Floor
With the traditional nuance of cottages of bedroom which are dressed with Indonesian
ethnic elements.
There are 6 suite rooms (double bed)
Bali cottage : 240
Java cottage : 241
Toraja cottage : 242
Irian cottage : 243
Sumatra cottage : 250
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Kalimantan cottage : 249
CHAPTER IV
DISCUSSION
4.1 Food and Beverage Department
Food and beverage department is department which work at food and beverage and
other requirement to guest who live in hotel. Departmental this managed commercially and
professional. In Food and Beverage Department is divided into some part which one another
each other tied in intertwining in Food Beverage Department. They are Food and Beverage
Service and of Food and Beverage Product.
4.1.1 Food and Beverage Service
It is in charge of the presentation of service and to guest as for food and beverage
both for stay overnight in hotel and also external guest which will eat in hotel. Some duty
of Food and Beverage Service are :
Preparing equipments eat and beverage
Presentation of food and beverage
Looking after hygiene and levying of equipments arrange food
Looking after hygiene of coffee shop
Structure of department of Food Beverage and service consist of :
1. Supervisor Service
Hold responsible in direct some employees and crew
2. Captain
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Accountable for lead section in one bar/ restaurant and direct some waiter.
Checking and be in control of all brought by food and beverage to the room.
Accepting order of food and beverage of guest.
3. Waiter
Undertake to bring food and beverage to places like restaurant, bar, and
service room.
4.1.2 Food and beverage Product
It is a section in charge of in processing of food and beverage start from raw
material till ready to serve and enjoyed by guest by paying attention health standart and
food quality and of sanitation of hygienic.
Food and beverage product consist of:
a. Officer of Chef
Holding responsibilities to coordinate the officers, compiling menu, indirect
supervisor in kitchen, making food-stuffs order, making operation of cost food, leading
its subordinate staff, giving suggestion in purchasing of equipments of kitchen.
b. Kitchen Leader
Undertaking to execute what commanded by officer of chef. Be in control of all
outlet (at each section), ordering food-stuff, showing direction to its subordinate in
producing food, compiling and schedule of job description for its subordinate.
4.1.3 Purpose of Food and Beverage Department
The target is to sell hotel product in the form of food and beverage to all type of
guest. To realize the target, it requires braiding cooperation with a few part of, such as:
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1. Food and Beverage Service
2. Stewarding
Part of commisioned provide all equipments, such as equipments of ripe need or
process food.
3. Room Store
Part of commisioned of keeping and providing food-stuff to be processed.
4. Purchasing
Part of handling all purchasing of goods need of section kitchen.
4.1.4 The function Food and Beverage Department
1. Fulfilling requirement of guest (requirement eat and drink).
2. Looking after and improving hotel, name especially in guest view which wish
repast.
3. Obtaining benefit, get satisfaction and freshment, and guest will return again
4.1.5 Service
The organization structure of Food and Beverage service:
1. Executive Chef
2. Food and Beverage service leader
3. Waiter
The duties are:
1. Executive chef
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Be in control of operational of kitchen.
Be in control of administration which concerning kitchen.
Compiling recipe and menu for the banquet of and of buffet
Controlling cost food
Performing job evaluation
2. Food and Beverage service leader
Be in control of operational of Food Beverage service.
Chosening menu alternative if there is guest of complain.
Evaluating and assisting employee if there is difficulty.
Compiling employees schedule and of trainee job.
3. Waiter
Preparing food and beverage service area
Greeting guest
Taking order of guest
Presenting order of guest
Finishing payment bill
Renderring thanks at guest
Cleaning and fix return desk which have been used
4.1.6 Service operational Standard in Kartika Wijaya Hotel
a. Steps of Greeting Guest:
Greeting the guest
Seating the guest
Unfolding guest napkin
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Handing the menu list
Poring iced water
Taking order
Placing and picking up the order
Adjustment
Service Food and Beverage
Clear up
Billing
Say thank you
Resetting table
b. Table set up
Some type of table set used up in hotel of kartika wijaya, but used for foreign
guest or event of table manner.
Basic Cover, consists of:
Guest Napkin
Dinner Knife
Dinner Fork
B&B Plate
B&B Knife (Butter Sprinkle)
Water Goblet
Alacarte
Elaborde Cover
Guest Napkin
Dinner Knife
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Dinner Fork
Soup Spoon
Dessert Knife
Dessert Fork
B&B Plate
B&B Knife (Butter Sprinkle)
Water Goblet
Dinner Fork
Dessert Spoon
c. Buffet Service
It is guest serve theirself by taking dish of counter. Usually buffet performed
by event of breakfast, lunch, dinner, barbeque etc. Buffet done if guest exceed 15
pax. Dish in buffet usually consist of appetizer, soup, play course, dessert.
d. Banquet
Parts of service of hotel serving execution of event are like party, seminar,
meeting etc. Executed of agreement with cutomer, service conducted since
cutomerorder final place till event
e. Room Service
Service of food and beverage performed within hotel room or other
accomodation place like or motel of apartment. The function of room service is to
recognize and present food and beverage of rooms hotel. In this function also the
including taking order, preparing, serving room, and taking equipments which have
been used in room.
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f. Telephone Courtesy
How to answer: coffee shop, selamat pagi, bisa dibantu?
Answer promptly
Concentrate on the conversation
Speak clearly
Speak pleasantly
Call every guest by the name
Be helpful
Say thank you before ending the phone
g. Coffee Shop Form
Order Book
Menu List
Beverage List
Working Schedule
Log Book
BEO (Banquet Event Order)
GIH (guest name who stay overnight in the hotel)
h. Kinds of Service
American service or Ready on Plate
Russian Service or Platter
French Service
English Service
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Buffet
i. Equipment in Food and Beverage Service
Table
Buffet Table
Coffee Table
Dining Table
Conference Table
Chair
Arm Chair
Baby Chair
Sofa
Accessories at Table
Flower Vas
Table Number
Ashtray
Oil and Vinegar
Cutlery
Dinner Knife
Dinner Fork
Dinner Spoon
Soup Spoon
Dessert Knife
Dessert Fork
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Dessert Spoon
Long Spoon
Long Tea Spoon
Tea Spoon
Dessert Spoon
Equipment of Chineseware
Dinner Plate
Dessert Plate
B&B Plate
Oval Plate
Soup Cup and Saucer/Soup Bowl
Cup and Saucers
Sugar Bowl
Milk Jug/Creamer
Tea Pot
Coffee Pot
Equipment of Glassware
Wine Glass
Collins
Cocktail
Water Jug
Liqueur
Chafing Dish
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4.2 Advantages and Disadvantages of Apprenticeship according to the writers
4.2.1 The Advantage
To know the real job world
To apply what we learned in business English
To make the relation or network more large than before
To make concept of the time, that we should waste our time for some benefits
To know the structural of real job, from worker until the chief
To get new experiences
4.2.2 The Disadvantage
We can use our speaking English every day, because the foreigner don’t want
to speak up with us
The relation between the employee and boss can’t run well, because still there
the different position objection
The work that we got not related with we learned in business English
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CHAPTER V
CLOSING
After a month long we carry on prakerin at the hotel kartika wijaya and the writer can
provide conclusions about the operation of work in the hotel industry are as follows:
5.1 Conclusions
Quality of services and facilities is a major factor to consider in an industry.
Factor in the area of hotel cleanliness and service is very important facet in supporting
reputation hotels.
Friendly and courteous staff attitude towards guests is very important as a reflection
of the quality of hotel services.
To support the smooth working then the factor of cooperation between employees and
between departments need to be improved once.
Most guests who stay at the Kartika Wijaya hotel entourage were guests, business
guests, guests from foreign countries, family and individual well.
Work efficiency is a key factor to achieve maximum cleanliness or quality of work of
employees both in terms of skills, independence and honesty of any hotel employee.
5.2 Suggestion
The writer can put a bit of advices that might be able to support the progress of the
upcoming adult hotel are:
1. Should the trainer is given a chance to practice all the knowledge in the hotel institution.
by way of rolling hotel as trainer better know the various ins and outs of the hotel.
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2. It needs a promotion of a product to attract or upgrade the visitor hotels.
3. It needs a renovation to upgrade the visitor attraction.
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