SUMMARY
HANDLING TELEPHONE OPERATORE ACTIVITIES IN FRONT
OFFICE DEPATMENT AT PURNAMA HOTEL BATU,Yunika Arin
Ferdani, F31140007, Year 2018, 23 Pages, Language, Communication and
Tourism Department, Politeknik Negeri Jember, Agus Setya Budi,
S.Pd.,M.Pd.(Supervisor) and Rudianto. (External Supervisor).
This report presents about handling telephone operatore in front office
department at Purnama Hotel Batu. I choose Purnama Hotel Batu conduct my
internship program because Purnama Hotel Batu is an appropriate place to apply
my English skills. I could apply all materials that I got from college such as
english for hotel and restaurants, english for correspondence, english for secretary,
public relation, and public speaking. I did my internship program during 512 hour.
I should work 8 hours/day, divided into three shifts (morning, middle or
afternoon) and I had one day for off every week it could be taken on Monday.
Purnama Hotel Batu is one of the famous hotels, especially in Batu city.
However, this hotel is not then directly into a hotel that is immediately known as
it is today but through a struggle to become one of the competing hotels especially
in Batu Town. Purnama Hotel Batu was established in 1973 with business license
number from Regent of Malang Regency Level II D/1399/ Dr16 on July 12, 1973
and started operation on January 8, 1974 with 30 rooms and 1 restaurant serving
as front office. In its development in 1979, Hotel Purnama Batu holds the title as a
2-star hotel for Hotel Resort classification based on the Decree of the Minister of
Transportation no. PM/10/PW-301/PHB-77 and Decree of the Director General of
Tourism no. Kep. 22/V/VI/78 dated on April 30, 1979. Hotel Purnama Batu
continued to grow until at the end of 1984 the hotel facilities began to increase,
ranging from the number of rooms increased to 96 rooms, 2 meeting rooms (hall),
1 restaurant, swimming pool, play Ground, tennis court, billiard and mini zoo.
Purnama Batu bears the predicate of a 4 star hotel for Hotel Resort classification
until now. Purnama Hotel has many types of room. Those are 6 standart twin
rooms, 3 Standard double rooms, 11 standart triple rooms, 3 standart Family rooms,v
18 moderate rooms, 33 superior rooms, 19 batu view twin rooms, 11 batu view triple, 10
deluxe twin rooms, 9 deluxe double rooms, 8 deluxe triple rooms, 8 junior suite rooms, 5
royal suite rooms, 12 cottege twin rooms, 3 cottege double rooms.
During three months, I got a chance to learn many things in the front office
department as a reception section, telephone operatore, then I learned how to
handling telephone operator. I as reception will make guests comfortable by
greeting, welcoming and offering assistance, with a friendly and also handles
check-out guests too. And the operator is assigned to receive/connect the phone,
either intended for hotel employees, or hotel guests I had task there were
answered incoming calls, directed call to guest rooms, staff, or departments
through the switchboard, places outgoing calls, received guest messages and
delivered the same to the guest, logs all wake-up call requested and performed
wake-up call services, provided information about hotel services to guests,
understood the telephone operator board, provided paging services for hotel guests
and employees, knew what to do when an emergency call is required, monitors
automated systems including fire alarms and telephone equipment when
engineering and maintenance department is closed, assists in reporting telephone
equipment or service complaints and problems, must be polite and courteous
while answering the phone, open and close telephone functionality on the hotel
front office software, keep records of calls placed and received by all departments
and recording the call charges, setup conference calls in different locations and
time zones, update directory information on the front office software, provide
relay service for hearing impaired guests and provides a paging service for hotel
guests and employees.
Telephone Operator is one of the important parts that give potential image
to the customer first time in assessing/seeing our hotel. The assessment will be
directly given the guest when we convey greeting and speed in picking up the
phone. While doing my internship program I got some trouble when I handling
telephone operatore for the first time because I did not know how and how give
information and greeting. I got new knowledge and experience at Purnama Hotel
Batu. I could apply my English skills and my competences at real work place. Ivi
help customers with person to person and collect calls are called central office
operators. I obtained the information needed to complete the call and record the
details for billing. Many of the tasks previously performed manually are now
totally computerized, leaving the central office operator free to answer a larger
volume of calls more quickly. I look up local or long-distance telephone numbers
are called directory assistance operators. I answer customer inquiries for telephone
numbers by using computerized alphabetical or geographical directories. The
assessment will be directly given the guest when I convey greeting and speed in
picking up the phone. I assigned to receive/connect the phone, either intended for
hotel employees, or hotel guests.
After finished the job training in Purnama Hotel Batu during 3 month I feel
get knowledge of discipline and dexterity in confort problem. First of all, in doing
this internship program the writer thought that all of the job can be easily done
when it had a good team. Second of all, there was a good relation and care about
each other so it result comfortable work environment. In conducting my internship
program I got some troubles such as I could not handle complaint from the guest.
I tried and asked to my senior how I could handle the guest complaint well. My
senior told me and gave me some suggestion than I apply it to handle the guest
complaints. I got trouble when I handling telephone operatore for the first time
because I did not know how and how give information and greeting. I asked to my
senior how and who I need to see than she companied me to handling telephone
operatore. I tried in my second chance to handling telephone operatore and I did it
well. So, while I did my internship program in Purnama Hotel Batu, I got some
knowledge, experience real work and I could apply my English skills and my
competence in real work place. I had already leaned some materials at my college
and it very useful such as english for hotel and restaurant. Every material I had
learned at my college helps me to conducting my internship program.
