ABSTRACT
This Final Project is based on my 3-month job training experience as a Front Desk Officer at the Front Office Department at Kusuma Sahid Prince Hotel. There are two objectives in this Final Project:to identify the kinds of jobs at Front Office Department which need English andto describe the quality of English used for each job in Front Office Department.
Front office is the first place where guests arrive and come in touch with the staff. Front office staff will get information from guests then deliver it to the hotel. Beside that the staff also help customer about problems and complaints from the guests, especially foreign guests. Therefore, English language is needed to communicate with the foreign guests. There are several jobs in Front Office which need English such as Receptionist, Guest Relation Officer, Bellboy, Telephone Operator and Reservation. The use of English language in the jobs above is very important in hotel. Beside to know what the guests need, the use of English language also shows the profesionalism of the employees. Profesional hospitality is the reflection of the hotel’s image.
In this report, it can be concluded that the quality of English language of the Front Office staff atKusuma Sahid Prince are varied, from the employee who has best quality until the worst . That kinds of quality are based on the education level from each employee.