The report discusses the importance of English language training for hotel staff to enhance service excellence at Milinov Boutique Hotel. It highlights the challenges faced by staff in communicating effectively with diverse guests and outlines the goals of the internship program, which include improving communication skills and understanding hotel service processes. The conclusion emphasizes that ongoing English training is essential for maintaining high service standards and improving guest experiences.
The report discusses the importance of English language training for hotel staff to enhance service excellence at Milinov Boutique Hotel. It highlights the challenges faced by staff in communicating effectively with diverse guests and outlines the goals of the internship program, which include improving communication skills and understanding hotel service processes. The conclusion emphasizes that ongoing English training is essential for maintaining high service standards and improving guest experiences.
The report discusses the importance of English language training for hotel staff to enhance service excellence at Milinov Boutique Hotel. It highlights the challenges faced by staff in communicating effectively with diverse guests and outlines the goals of the internship program, which include improving communication skills and understanding hotel service processes. The conclusion emphasizes that ongoing English training is essential for maintaining high service standards and improving guest experiences.
The report discusses the importance of English language training for hotel staff to enhance service excellence at Milinov Boutique Hotel. It highlights the challenges faced by staff in communicating effectively with diverse guests and outlines the goals of the internship program, which include improving communication skills and understanding hotel service processes. The conclusion emphasizes that ongoing English training is essential for maintaining high service standards and improving guest experiences.
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English Language Training For Staff Development
As a Key Hotel Service Excellence
Disusun oleh :
Putri Sandra
321421110
English Language Education Department
Faculty of Literature and Culture
Universitas Negeri Gorontalo
2024
PREFACE
Assalamualaikum Warohmatullahi Wabarokaatuh Praise be to God Almighty for His mercy
and grace, through which this report has been completed, this report entitled “English Language Training for Staff Development as a Key Hotel Service Excellence.” This report was prepared as a form of accountability for the internship that I have carried out at Milinov Boutique Hotel for approximately four mounths.
God Almighty. Who has provided smooth progress and strength throughtout internship program.
Prof. Dr. Ir. Eduart Wolok, S.T., M.T., the Rector of Universitas Negeri Gorontalo.
Dr. Abid, S.S., M. A. TESOL, the head of the English Education Study Programme.
Dr. Suleman Bouti, S.Pd., M.Hum, the Internship Academic Supervisor.
Mrs. Regina Auditya Asona, the Partner Organization Field Supervisor.
Senior hotel employees, who provided invaluable guided and direct throughtout my internship
Acknowledging that this report may contain shortcomings and errors, I warmly welcome constructive suggestions and feedback from readers to motivate and guide mei in improving in the future.
The hospitality industry is one of sector that relies heavily on service quality to ensure guest satisfaction.in this context. Effective communication is key in creating a positive guest experience. In an increasingly advanced era,hospitality not only caters to local guests, but also international guests with various cultural and linguistic backgrounds. Therefore, the ability to communicate in English, as an international language, becomes very important skill for every hotel staff.
At Milinov Boutique Hotel, as one of hotel that caters to guests with diverse needs, effective communication with guests both in explaining hotel facilities and handling complaints, is very important. However based on observations during the internship program, most of the hotel staff still face difficulties in communicating fluently using English, especially in situations that require a quick and preciseresponse.
Therefore, English language training for hotel staff is an urgent need. The training aims to improve the staff’s English skills in various aspects of communication, from welcoming guests, providing information, to handling complaints.
B. Internship Goals
This internship program aims to gain hands-on experience in the world of work especially in the hospitality industry. With a focus on improving communication and service skills, which are essential in supporting excellent guest service, more specific goals are described below :
1. Learn hospitality industry work ethics and standards : I learned about the standards and ethics applied in the hospitality industry, in this case interacting with hotel guests, and employees. Providing this important experience greatly added to my insight into the job and equipped me with useful skills for my future career 2. Develop communication skills : This internship is to develop communication skills, especially commounication in English, in e professional context. 3. Understanding the hotel service process : the internship program in a deeper understanding of the development of the various aspects of hotel service, from welcoming guests to handling complaints. 4. Teamwork developing and Adaptation skills in a professional environment : Another goal of the internship is develop teamwork skills and adapt to a dynamic work environment.
CHAPTER 2
INTERNSHIP LOCATION PROFILE
Milinov Boutique Hotel is located at Jl. Jendral Sudirman, Limba U Dua, Gorontalo City, This three-star hotel was built in 2016 with the goal of providing guests with a comfortable stay at a reasonable cost. It has 28 rooms, some of which are equipped with Android TV, free Wi-Fi, and a minibar. Guests can also enjoy room service, breakfast, and restaurant fare. A meeting room, parking lot, full laundry service, and airport shuttle service are among the additional amenities. The warmth of the reception staff, who make guests feel welcome, is this hotel's greatest asset. Mr. Agus Makarawo is the owner of the Milinov Boutique Hotel, which is run by Ms. Regina Auditya Sona, who make sure everything runs smoothly. This hotel is the ideal option for travelers and business travelers visiting Gorontalo because of its full range of amenities, ideal location, and welcoming staff. CHAPTER 3 INTERNSHIP ACTIVITIES
During my internship at Milinov Boutique Hotel, I gained experience and had the opportunity to join the “Food and Beverage Department”. In this internship, I not only gained knowledge about hotel operations, but also improved my communication, service and teamwork skill. The following is a description of the main activities and additional activities that I carried out during my internship :
As my main activity, Food&Beverage department, I learned a lot about prepared, serving,
food and drinks for hotel guests. Not only that, I also assist in organizing and checking tableware, and ensuring preparation is in accordance with hotel standards. I also involved in setting the dining table and ensuring the cleanliness of the F&B area. Also, taking guest orders related to the menu and communicating them to the bar or to the kitchen for processing, preparing the dining area for breakfast the next morning.
In addition to the main activities above, I also performed additional activities, I had the oppurtinity to conduct seminar in English, which will support the development of good communication between staff and hotel guests friom overseas. Increase, I was also given the opportunity to assist in the preparation and organization of events held at the hotel. CHAPTER 4 CONCLUSION
A. Conclusion Based on this report, it can be concluded that English language training plays an important role in improving the communication skills of hotel staff, which in turn impacts service excellence and guest experience. Good communication skills are vital in the hospitality industry, especially when interacting with guests from various cultural backgrounds and diverse languages. Through this training, hotel staff not only improve their technical skills, but also develop professionalism in their work, ultimately contributing to the improvement of the hotel's reputation and guest loyalty.
B. Recommendations I firmly believe that hotels should provide ongoing English language training to all employees, particularly those who deal directly with guests, in order to maintain the high standard of service in the hospitality sector. Additionally, it is recommended that hotel management conduct frequent assessments of the training's efficacy and give employees the chance to acquire additional skills that will enhance hotel services. To better coordinate services, departmental communication must also be improved. BIBLIOGRAPHY
Syarifudin, M. (2023). International Journal of Progressive Sciences and Technologies
(IJPSAT). English Speaking Training to Hotel Staff for a Better Hotel Service, 346- 251.
Rizki Februansyah, N. M., & Agustina, M. F. (2021). KEMAMPUAN BERBAHASA
INGGRIS LISAN KARYAWAN FRONT OFFICE HOTEL JAVA HERITAGE, 2-10.
