A Training material: a solution to help front office staffers and attract more customers for Ibis Surabaya City Center Hotel

This thesis is related to the Front Office staffers of ibis Surabaya City Center Hotel who have difficulties in giving information and handling complaints from overseas guests. Therefore, they need a training material in English that contains three lessons about giving information, handling complaints, and receiving calls. This training material is equipped with conversations, sentence pattern and substitution, list of important words, exercises, and also answer key to help the Front Office staffers to have better performances in terms of customer service. By having this training material, ibis Surabaya City Center Hotel will gain three benefits. Firstly, this training material will help the Front Office staffers at ibis Surabaya City Center Hotel to support their work performance. Secondly, this training material can help the Front Office staffers to improve their English skill since it is written in English. Finally, this training material can help Front Office staffers to give the best possible service to the hotel’s guests.

Creator(s)
  • (11411020) FRANSISCA VINA ESTERINA H
Contributor(s)
  • Samuel Gunawan - Advisor 1
  • Julia Eka Rini - Examination Committee 1
 
PublisherUniversitas Kristen Petra
LanguageEnglish
 
Categorys1
Sub CategorySkripsi/Undergraduate Thesis
SourceUndergraduate Thesis No. 02012107/ING/2015; Fransisca Vina Esterina (11411020)
CopyrightsThe resource(s) is/are owned by the Creator/Contributor.Reproduction & distribution for non-commercial purposes is permitted provided that the credit for the Creator/Contributor and the source are explicitly stated,and no alteration are made
 
Subjects
  • BUSINESS COMMUNICATION
  • ENGLISH LANGUAGE-BUSINESS ENGLISH (HOTEL)
  • ENGLISH LANGUAGE-BUSINESS ENGLISH (HOTEL STAFF)
  • CUSTOMER SERVICES-TRAINING OF

Files

  1. jiunkpe-is-s1-2015-11411020-35480-customers-cover.pdf
  2. jiunkpe-is-s1-2015-11411020-35480-customers-abstract_toc.pdf
  3. jiunkpe-is-s1-2015-11411020-35480-customers-chapter1.pdf
  4. jiunkpe-is-s1-2015-11411020-35480-customers-chapter2.pdf
  5. jiunkpe-is-s1-2015-11411020-35480-customers-chapter3.pdf
  6. jiunkpe-is-s1-2015-11411020-35480-customers-chapter4.pdf
  7. jiunkpe-is-s1-2015-11411020-35480-customers-conclusion.pdf
  8. jiunkpe-is-s1-2015-11411020-35480-customers-references.pdf
  9. jiunkpe-is-s1-2015-11411020-35480-customers-appendices.pdf