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WAITER / WAITRESS SECTIONIN GAMBIR SAKETHI RESTAURANTOF SAHID KUSUMA HOTEL SURAKARTAFINAL PROJECT REPORTSubmitted as Partial Requirement in Obtaining DegreeIn English Diploma Program, Faculty of Letters and Fine ArtsSebelas Maret UniversityFradila Prayanatan PriskyC.9305117ENGLISH DIPLOMA PROGRAMFACULTY OF LETTERS AND FINE ARTSSEBELAS MARET UNIVERSITYSURAKARTA2009

APPROVAL OF CONSULTANTApproved to be examined before the Board of Examiners,English Diploma Program, Faculty of Letters and Fine ArtsSebelas Maret UniversityTitle: WAITER / WAITRESS SECTION IN GAMBIR SAKETHIRESTAURANTOFSAHIDKUSUMAHOTELSURAKARTAName : Fradila Prayanatan PriskyNIM: C 9305117Supervisor:Dra. Susilorini, M.A.( )NIP. 132 000 807ii

APPROVAL THE BOARD OF EXAMINERSReport Title: WAITER / WAITRESS SECTION IN GAMBIRSAKETHI RESTAURANT OF SAHID KUSUMAHOTEL SURAKARTAStudent’s name: Fradila Prayanatan PriskyNIM: C 9305117Examination Date: April, 17th 2009Accepted and Approved by the Board of Examiners,English Diploma Program, Faculty of Letters and Fine ArtsSebelas Maret UniversityThe Board of Examiners:1. Drs. Bathoro, M.S., M.A.Chairperson( )NIP. 130 529 7312. M. Farchan M, S. Ag, M. AgSecretary( )NIP. 132 309 9503. Dra. Susilorini, M.A.Main Examiner( )NIP. 132 000 807Faculty of Letters and Fine Arts,Sebelas Maret UniversityDean,Drs. Sudarno, M.A.NIP. 131 472 202iii

MOTTOOur attitude toward life determines life’s attitude toward us.(EarlmNightingale)- No one is too old to learn- No pain, no gainWe would accomplish many more things if we did not think ofthem as Impossible. (Chretien Malesherbes)iv

DEDICATIONThis Final Project Report goes out to :1. My parents2. All of my family3. My self4. Everyone who knows mev

ACKNOWLEDGEMENTAlhamdulillahirobil’alamin , finally I have finished this final projectreport. First of all, I would like to express my gratitude to Allah SWT the mostgracious and most merciful who makes everything possible. Second, I would liketo thank my Mohammed my Prophet who has been my inspiration. I havereceived many supports and suggestion from many people during the process ofmaking this final project report. Of course I would like to say my deepest thanksto:1. Drs. Sudarno, M.A., Dean of The Faculty of Letters and Fine Arts, forapproving the report.2. Yusuf Kurniawan, S.S., M.A., the Chief of English Diploma Program.3.Dra. Susilorini, M.A., my supervisor, thanks for the time, valuableguidance, advices.4. All of the lecturers in English Diploma Program thank you for theguidance and knowledge that have been given to me for three years.5. Mr. Bambang, Sahid Kusuma Hotel manager, thank you for the changegiven to me to had job training in the hotel.6. All of the staff in Sahid Kusuma Hotel Surakarta, thank you.7. My beloved Mom and Dad, I will try to make you happy and proud ofme and thank you for your support and your love to me.8. My Siltalata family and my big family, Silvy, Itha, Dila-Dheeta.Thanks.vi

9. Ceper, Lucky Lokman, and Asih, thanks for correcting my finalproject.10. My Lovely, Dhita, Ndhul, and Jelex. Thanks for your attention, care,and love to me.11. My happy family, Mama, Papa, Mb’Gophyk, Nanda, ChayankQ,Nana, Cyduk, Kothel, Meonx, Ito, Dimpil and your soulmates. I’llalways miss our togetherness.12. My family of parking crew, Pak Dar, Mas Bud, Sur, Mas Sigit, MasGatot, Mak Erot, Mbah Galak, Enggar, Qiply, On, Cathy, Puput,Wawa, Made, Aji, Okeb, Gonjer, Chrisye, Jembling and All of myfriends. Thank you so much.Finally, thanks for everybody surrounding me. Thanks for your support.Wish you all the best.vii

ABSTRACTFradila Prayanatan Prisky, 2009. Waiter / Waitress Section in GambirSakethi Restaurant of Sahid Kusuma Hotel Surakarta. English DiplomaProgram Faculty of Letters and Fine Arts, Sebelas Maret UniversityThis final project is written based on the job training, which has beencarried out in April, 2008 in Sahid Kusuma Hotel Surakarta. The writer took ajob as waiter in Gambir Sakethi Restaurant of Sahid Kusuma Hotel to observeand practice the job of waiter / waitress in the restaurant and also to find thedifficulties faced by the waiter / waitress during their job.The objectives of this report are: 1) to describe the job of waiter /waitress in Gambir Sakethi Restaurant, 2) to explain the problem faced bywaiter / waitress in Gambir Sakethi Restaurant. Thus in this final project, thewriter only discusses the job of waiter / waitress in Gambir Sakethi Restaurantof Sahid Kusuma Hotel Surakarta.In writing this final report, the writer collected data by observing theGambir Sakethi Restaurant of Sahid Kusuma Hotel Surakarta, interviewingthe waiter and waitress and some guest in the restaurant during the job. Inconclusion, the waiter and waitress in Gambir Sakethi Restaurant of SahidKusuma Hotel Surakarta have duties which are divided into three main parts,there are before restaurant open, during restaurant open, and during restaurantclosed. The waiter and waitress also faced some problems while doing theirjob; they are the limited equipments in the restaurant, the lack of their skill,and the guest’s complaint. The writer also gives some solution to handle theproblem.viii

TABLE OF CONTENTSTITLE . . iAPPROVAL OF CONSULTANT . iiAPPROVAL THE BOARD OF EXAMINERS . iiiMOTTO . ivDEDICATION . . vACKNOWLEDGEMENT . .viABSTRACT . viiiTABLE OF CONTENT . ixCHAPTER I . .1INTRODUCTION . .1A. Background . . 1B. Objectives . .2C. Benefits . . 2CHAPTER II . . 4LITERATURE REVIEW. . 4A. Restaurant. .5B. Waiter / Waitress. . 81. Definition of waiter / waitress . .82. Requirements for waiter / waitress . .93. Negative attitudes that must be avoided by the waiter / waitress . .9CHAPTER III . 10ix

DISCUSSION . 10A. The History of Sahid Kusuma Hotel Surakarta . 10B. The Facilities of Sahid Kusuma Hotel Surakarta . 11C. The Organization of Food and Beverage Department of SahidKusuma Hotel Surakarta . 15D. The Job Descriptions of Waiter or Waitress in Gambir SakethiRestaurant . 18E. The Problem Faced by Waiter or Waitress in Gambir SakethiRestaurant . 22F. The Solution to the Problem Faced by Waiter or Waitress. 23CHAPTER IV . 25CONCLUSION AND SUGGESTION . 25A. Conclusion . 25B. Suggestion . 27BIBLIOGRAPHYAPPENDICESx

CHAPTER IINTRODUCTIONA. BackgroundToday, tourism industry is becoming a business which produces thebiggest income for Indonesia, especially tourism industry in hotel sector. At manytourist destination and big cities hotel businesses are getting more developed oradvanced. Hotel and other service businesses, such as restaurant, guest houses,nightclub, catering services, bars, pubs and discotheque become more fertile andbigger in number.The problem is how to manage this tourism industry becoming anadvanced and interesting service trade. This is due to the fact that if a tourismindustry is not managed and developed properly, it will not be able to facecompetitions in world trade era.Basically, hotel is one of service trade forms. As a service industry, everyhotel businessman has to try giving maximum service to the guests. In otherwords, the strength of this business is on how the businessmen offer the bestservice to their guests. It depends on each hotel’s efforts to expose their strengthsor good values to be able to attract the guest’s interest and to create the goodimage of the hotel.Sahid Kusuma Hotel is a four-starred hotel in Solo, which not onlyprovides accommodation service but also gives food and beverage service. Toxi1

fulfill the requirements, Sahid Kusuma Hotel provides some restaurants to providefood services to costumers.One of the way serving the food and beverage is through waiter / waitress.Becoming a waiter / waitress means that it is a must to have ability to attract andimpress the hotel guests and even foreign hotel guests through sympathy. SahidKusuma Hotel has friendly and responsive waiter / waitress, who are attractiveand have neat appearances, and they also have such tactility in transferring food tothe guests. All of those factors are all aimed for reaching or achieving the hotel’smain purpose which is to fulfill the requirements and to get benefits from the saleresult of the food and beverage.B. ObjectivesThe objectives of this final report are as follow:1.To describe the job of waiter / waitress in Gambir Sakethi restaurant.2.To explain the problem faced by waiter / waitress in Gambir Sakethirestaurant.C. BenefitsThis report may useful for:1.To the Writer:The writer will be able to obtain knowledge of the job of waiter / waitress inSahid Kusuma Hotel.xii

2.To the Hotel:This report can be used as references for the hotel to improve service qualityto the guests of Sahid Kusuma Hotel.3.To the Readers:This report will be able to give information’s to the readers about activitiesand duties done by the waiters / waitresses at Sahid Kusuma Hotel.CHAPTER IILITERATURE REVIEWOne of important utilities to fulfill the need of people who travel for morethan one day is hotel.According to Richard Sihite, “Hotel is one of the components on the mainmeans of Tourism Industry, as a one corporation which is managed commerciallyproviding Food and Beverage facilities and it is completed with other servicefacilities needed by the guest while staying in the a hotel” (2001:2).According to Dennis L. Foster in his book Rooms at The Inn, “Hotel isgenerally used to refer to any establishment (other than private home) thatprovides rooms with a bath room and maintain a service staff to assist guests. In atechnical sense, hotel is a property that has rooms that are only accessible from theinterior .” (1993:6).xiii

According to Sulastiyono, “Hotel is an accommodation that was partial orentire building to provide service, Food and Beverages, and other supportingservice for public that is commercially organized” (1996:6).From the definition above, it can be conclude that hotel is a building whichprovides food and beverage and other facilities to fulfill the guest’s needs, whichis maintained commercially.A. RestaurantThe general definition of restaurant is an area that provides the Food and4Beverage service for the guest and managed commercially to get profit.The definition of restaurant according to Soekresno; “Restaurant is acommercial effort which provides Food and Beverage for public and is managedprofessionally” (2000:17).Big or average hotels mostly have more than one restaurant to giveopportunity to the costumers for choosing various kinds of restaurant or food andits serving style in varied prices based on their desire.Some kinds of Restaurant are as follows:1.Fast Food RestaurantFast Food Restaurant is a restaurant which serves food such as hamburger andfried chicken, chips which are prepared and served quickly for consumptionon the premises or else where.xiv

2.Traditional RestaurantTraditional Restaurant is a restaurant which specializes in dishes cooked andserved traditionally. The restaurant has a special atmosphere created by thedécor and furnishings.3.A la Carte RestaurantA la Carte Restaurant is a restaurant which serves a complete, well-variedmenu. Guests can choose the dishes they like from a menu which has aseparate price for each item.4.Table D’hôte RestaurantTable D’hôte Restaurant is a restaurant which serves complete meals andwhich offers a limited number of choices served at fixed prices in restaurantor h

and practice the job of waiter / waitress in the restaurant and also to find the difficulties faced by the waiter / waitress during their job. The objectives of this report are: 1) to describe the job of waiter / waitress in Gambir Sakethi Restaurant, 2) to explain the problem faced by waiter / waitress in Gambir Sakethi Restaurant. Thus in this final project, the