CHAPTER 1 INTRODUCTION

Transcription

1 CHAPTER 1 INTRODUCTION 1.1 Background of study Tourism in Indonesia attracts a lot of foreigner and domestic tourists to come to tourism destination in Indonesia. Based on data of statistics book of tourism, the number of foreigner and domestic tourist coming to Indonesia in 2010 was about people. In 2011 it has increased to 165,125 people, so the total was about 2,409,354 people. In 2012 it has increased to 1,096,473 people, so the total was about 3,505,827 people. Foreign tourists like to come to Indonesia because Indonesia has long summer. Especially when in their country is winter, they like to come to Indonesia for sunbathing on the beach while having vacation. In addition, there are some tourism destinations that have various attraction and also it has increased in every year especially in Yogyakarta. Based on data of Statistics Book of Tourism in Special Region of Yogyakarta, the number of tourism destination in 2011 was about 84 objects. In 2012 there were about 265 objects, so there is an increase of 181 objects. The example of tourism destination in Yogyakarta are Gua Pindul in Gunung Kidul, Kebun Buah Mangunan in Kulon Progo, some temples such as Ijo temple, Abang temple, Plaosan temple, and many more. Certainly tourism destination gives negative and positive impact for people living in the surrounding. For example, the new tourism destinations have negative impact. According to Gatut Murniatmo in his book entitled Dampak Pengembangan Pariwisata some negative impact of tourism destination, such as changes in life style, several holy places which become attractions, and more waste (Gatut 25). Local people around tourism destination are always related with local and foreign tourists. Usually they are affected with attitudes and behavior of tourists that they meet every day. Besides, there is positive impact of tourism destination. It will create business opportunities for people living in the surrounding. They can offer their house to be home stays, or they can open public facilities and have business in transportation. As an example, in a big city like Jogjakarta, new tourism destinations are emerging, and there are many visitors who are interested in visiting them. Indonesian tourism has its own tourism sector. According to there are 8 points of tourism sectors, such as transportation accommodation, food & beverage, recreation &entertainment, travel service, attraction, event & conferences, and tourism 1

2 service. Accommodation is one of the tourism sectors that include hotel, bed and breakfast and farm, cabins, cottages and houseboats, campgrounds, and hostels. Looking from the huge number of the people coming to Jogjakarta, the business persons build hotels to accommodate the visitors need. Nowadays, there are more and more hotels in Yogyakarta. These hotels facilitate visitors need to take a rest and transit from one place to another. According to Yogyakarta Tourism Authority in its book entitled Statistics Book of Tourism There are the data of non-star until star hotel development in Yogyakarta. In 2011 there are about 451 hotels with 10,901 rooms; in 2012 are about 492 hotels with 12,220 rooms. This proves that hotel industry belongs to prospective business and is always interesting. The progress of tourism sector development is also followed by the best management in all the facilities supporting tourism sectors. Hotels also try to provide the best facility to attract and fulfill what the visitors need. Thus, the visitors can be satisfied with the hotel s facilities. Hotel also will always give the best service to visitors. There are facilities that usually can be found in hotels, such as room, restaurant, bar, meeting & function room, ballroom, valet service and laundry, spa center, fitness center, 24 hours room service and security service. Especially for room, hotels have income from room around 45% until 60% from all of hotel products (Bagyono 9). This shows that room is the subject of the main income of the hotel. Therefore, Front Office staffs are always coordinating with Housekeeping department. Front Office will interact with guests and sell the rooms, while Housekeeping staff will be in charge of maintaining cleanliness, completeness, comfort, and room availability for guests. In every facility there are staffs who stand by to help and serve guests, so that the guests can be satisfied. Every hotel always gives satisfying service to guests; if guests are satisfied with hotel service and facilities, then it has an effect on income of hotel. According to Bambang Sujatno in his book entitled Front Office Operations Continuous improvement refers to the ongoing efforts within a company to meet the needs or exceed the expectations of costumers by changing the way work is performed so that products and services are delivered better, faster, and more cost-effectively than in the past. (41). When the service and facilities are always given consistently and even more complete than before, the guests may want to come back to stay in the hotel and also the hotel would be well recommended. One of hotels in Jogjakarta is Tjokro Style Hotel Yogyakarta. It is located in the center of Yogyakarta, precisely on Menteri Supeno street no.48 Yogyakarta. It has vision and mission to give the best service to the guests. This hotel has some divisions for supporting hotel activities. There are Front Office, Housekeeping, Foods and Beverage, Human 2

3 Resource Department, and Marketing. They are related to each other. One important division in this hotel is Front Office. It is because good or bad the image of a hotel is determined from its Front Office (Bagyono 44). Receptionists, as one part of Front Office, is one of important positions in hotel because they are the first officers who make eye contact with the guests, make conversation and also make a deal with the guests. Thus, receptionists have to give more respect to the guests. They also receive and say greetings upon guests arrival. It is why receptions are stationed in the hotel lobby. As receptionists they also must have good attitude and be friendly while they are offering all of the facilities and services of the hotels. Receptionists have skills to do their job in hotel, and also they have to develop their skill optimally so that they can attract more guests to stay in the hotel. There are six main job description of front office, such as up selling the hotel rooms, handling services to the guests, preparing a lot of information about hotel update, recording data about occupancy rate, and VIP list, controlling the guests payment, stand by 24 hours at office (Bambang 16). The writer conducts internship in Tjokro Style Hotel because Tjokro Style Hotel is one of hotels which have unique concept and interiors. She also chooses to discuss receptionist because it is one important part in hotel which gives an effect on the income of the hotel as mentioned before. Also Front Office has a big role since it is dealing with guests, and also it is connected with many other divisions. In addition, this topic is important for the readers who are interested in learning more about receptionist in hotel Objectives of Study In this study on the receptionists in Tjokro Style Hotel Yogyakarta, the writer will observe and learn some things. There are two things that the writer will learn. The first one is to know the profile of Tjokro Style Hotel. The second one is to know the job description of receptionists at Tjokro Style Hotel. 1.3 Scope of Study This study was conducted from February 2016 until April The writer only took three months period for collecting data and also observation. The writer only focuses the discussion on the profile of the hotel in several aspects, such as history, vision and mission, facilities, the concept of the hotel, and organizational structure. On the discussion of the receptionists in Tjokro Style Hotel, the writer describes the task and the responsibility of the receptionists. 3

4 1.4. Methods of Study Method of Collecting the data The writer had two methods to collect the data, which were field study and library study. First, the field study contains a direct observation by conducting an internship in Tjokro Style Hotel. During the observation the writer also copied some document, photos, brochure, and the organization structure with permission of the hotel management. In addition, the writer as participant observation conducted interview with manager and some Receptionist staff in Tjokro Style Hotel. The writer used note taking technique in interview. The second method is library study. The writer found some books related to the topic to find the general description of front office, the general information about tourism, the information about job description of front office and also to give the writer more information related to the topic. The titles of the books are Front Office Operation and Dasar-Dasar Kantor Depan Hotel. Besides, more references that are related to the topic are collected from internet Method of Analyzing the data For analyzing the data, before the data are interpreted, the writer re-read the notes and organized the notes obtained taking from interview with Front Office Supervisor to make it easy to interpret Afterwards, the writer grouped all the data obtained based on the objectives. The data on the profile of Tjokro Style Hotel and the job description and responsibility of the receptionist in Tjokro Style Hotel are interpreted to answer the objectives Method of Presenting the data From the observation, interview, and books or sources that the writer read, the data obtained are qualitative. They are presented descriptively. 1.5 Presentation This paper contains four chapters. The first chapter is introduction which consists of general information about tourism and hotel, what the writer learns in Tjokro Style Hotel, what the writer focuses on the discussion, the method of study to help the writer collect, analyze and present the data, and the way the paper is organized. Then the second chapter consists of Tjokro Style Hotel s profile such as history, vision and mission, facilities, concept of the hotel, location, divisions, and organizational structure. The next chapter is the job 4

5 description of the receptionist in Tjokro Style Hotel. The last chapter consists of writer s conclusion which will answer the objective of the graduating paper. 5