CHAPTER I

INTRODUCTION

1.1 Background of Study

Apprenticeship is a prerequisite to take and pass the courses taken by students

Business Classic. On the other hand, on the job training or apprenticeship is one of the

container to apply the knowledge already gained in the education world. In addition, OJT (on

the job training) also aims to improve the skills or the ability of students to be accepted under

the real working world. Another benefit of an internship is the ability to refine or blend of

science that is not in class but is absolutely invented and used in the work world.In this case

the destination is expected to print the workforce or the quality of human resources who can

compete in the work world.

Based on the exposure above,we chose Kartika Wijaya Hotel Heritage as a place of

execution on the job training.Given a rotation wheel or business area also occurred in the

hotel world, so that way KartikaWijaya Hotel heritage is an ideal place to explore all the

capabilities of anything. Kartika Wijaya Hotel heritage also includes hotels that have met the

requirements in terms of classification of hotels according to quality, and of course the stars

factor that owned the hotel.

Kartika Wijaya Hotel Heritage is located in the city of Batu. Batu is a tourist

destination domestically and overseas travelers. The city has a cool air of comfort will

support the implementation of tourism or business activities. Given so many tourist

attractions in stone like jatim park, Cangar, Songgoriti and others.It also makes the

proliferation of hospitality in the stone from small scale to five stars.In this case Kartika

Wijaya Hotel Heritage who has a four stars is very possible will have many guests from

1

abroad.This is where the employees are also required to speech English to serve all the

purposes of the foreign guests. This is where the employee has opportunity to learn not only

the technical world of hotel but also learn a foreign language.

1.2 Purpose of Apprenticeship

The purpose of an apprenticeship is to provide both hands-on training and theoretical

instruction. So that way, persons can learn the full range of skills and information behind a

highly skilled occupation. By participating in an apprenticeship, we can learn the subtleties of

the craft from an expert and can begin his own practice under close observation.

The purpose of this report is to be responsible during the apprenticeship and focus on

one department that is Food and Beverage Department to explain the advantages and

Disadvantages of apprenticeship According to the writers.

1.3 Scope and Limitation

The scope of this report is Kartika Wijaya Hotel Heritage of Batu Malang and the

limitation is Food and Beverage Department.

2

CHAPTER II

REVIEW OF RELATED LITERATURE

2.1 Definition of Hotel

Hotel is an enterprise which is engaged in providing lodging facilities and all

necessary purposes guests who arrive at the hotel which is managed professionally by

looking for a sizable profit.

Facilities of Hotel

Room

Restaurant

Front office/Lobby

Park Area

Recreational Park

Playing Field

Meeting Room

Laundry

Massage, Spa, and Sauna Service

Travel Agent

Drug Store

Telecommunication Facilities

2.2 Department Of Hotel

Front Office Department, to serve orders on the guest room.

Marketing Department, charge of the hotel market products to prospective

customers.3

Accounting Department, responsible for managing finances for managing finances

in the hotel rate.

Food and Beverage Department, responsible for providing food and drinks for

hotel guest.

House Keeping Department, in charge of maintaining cleanliness and neatness of

the entire area of the hotel, both inside and outside the bedroom area.

Engineering Department, charge of maintaining and repairing equipment in the

hotel.

Security Department, charge of maintaining security and order in the hotel

environment.

2.3 Kind of Room

Kind of Room According Capacities

1. Single Studio Room is a room containing a bed and a sofa that can serve as an

extra bed.

2. Single Room is a room with one bed for one person.

3. Twin Room is a room with two beds for two people.

4. Double Room is room with one bed for two people.

5. Triple Room is a room with two beds for two people and one extra bed.

6. Twin Single Use is the rooms like twin room, but filled only by one person.

7. Junior Suite Room is a large room consisting of two bedrooms for two persons,

living room, and mini kitchen space.

8. President Suite Room is a large room consisting of three bedrooms, living room,

dining room (conference room), and mini kitchen.

4

CHAPTER III

GENERAL DESCRIPTION

3.1 History of Kartika Wijaya Batu Heritage Hotel

Area of Batu East java geographically lay in height 900 metre of sea surface. Batu

located in mountainside of panderman and encircled by many mountains in westside and

southside of Gunungkawi and also northside Mount of Welirang. so, it is not surprise if Batu

since epoch occupying of Dutch have growed to become asylum resort area at the same time

area agriculture of flower and plantation of Apple so that get epithet of Kleine Switzerland.

The view which is beautiful and the air which cold ever all day long have made Batu

city known as final asylum resort by all magnifier of that Dutch at that moment. It is not

surprise at epoch colonization of that moment dutch have many ommissions like hotel of

Tawang Argo, Metropole Hotel, and swimming pool of Selecta, but Hotel of Metropole have

been renovated till impress ancient building has gone. Building "Hotel of Kartika Wijaya" in

this time which is located at jalan Panglima Sudirman 127 Batu also represent one of the

ommission of ancient building of Dutch epoch.

5

In the end of 1800, Armenia Termatien brothers: Martyose- Tigran Arshak and of

Avief Sharkies come to South-East Asia from Teheran and they have hotel business. Herein

after 2 from 5 child of Martyose Termatien that is Araton and of Lucas Martien which born in

Newtulfa-Teheran, also hang on to coattail its father go to South-East Asia leave land. At

1876, Lucas success Martien married with Charlotte Hey Ligers, girl of dutch and have a son

called Eugene Sarkies and a daughter. On 26 Februari 1887, Lucas Martien with its family

move to Indies Dutch and remain tostay in Malang East Java. At 1900 Lucas Martien decide

move to surabaya and open Hotel of Oranje (now Hotel of Majapahit). As entrepreneur of

successful hotel like his father that is Martyose Termatien, so Lucas Martien Sarkies finish its

life spans at his family of Life Niagare-Lawang and die on 10 January 1941. The entire

family business of Martien then continued by Eugene Sarkies.

Main Building of from Hotel of Kartika Wijaya initialy woke up as or resort of Villa,

that is of Martyose Tar of Martien Sarkies around mid of century to 19 family of Martyose

Tar of Martien Sarkies with Jasper of Johaner national of Dutch, by the end of century to 20

it is true known as owner of some Hotels in South-East Asia for example "Hotel of Rafles" in

Singapura, "Hotel Strand" in Rangoon, Birma "Hotel of Oranje" (now Hotel of Majapahit) in

surabaya and Hotel of Niagara in lawang. Hotel of Kartika Wijaya is since long time

recognized with mentions "JAMBE DEWE" meaning of jambe is betel which before now

always waves of hands when blown by wind and existence of well of Windu. Hitherto the

betel above the ground and maintained Hotel front page goodness of Kartika Wijaya.

After Aggression II, in 1948 the building made as hospital / Lung sanatorium AD II.to

equip hospital of a kind exist in Tretes. Thereby old buliding property of family of Sarkies

have been used and exploited by TNI AD and then confirmed as property of KODAM V

Brawijaya with no.Skep/1444/VIII/1973.Tertanggal 16 July 1973. In 1979 / 1980 TNI AD

6

decide that health service centred into "Hospital of Soepraoen" in Malang. That way end

building function mentioned as "Hospital/Sanatorium of Kodam".

Year 1984, The commander of military area of V Brawijaya Mr. Mayjen Soelarso tell

the idea to exploit the building secondhand become hotel. To realize the idea of KODAM V

BRAWIJAYA,then show PUSKOPAD DRAUGHT of V / brawijaya and as organizer of

land; ground / building of hospital / sanatorium through Military commander decree of V

Brawijaya No.Skep/26/Xii/1985 dated 23 December 1985. Pursuant to decree of Puskopad A

Draught of V Brawijaya cooperate with PT.KARISMA KARTIKA INDAH-MALANG,

altering the the building become hotel have star to which is called "HOTEL of KARTIKA

WIJAYA" and opened by Governor East Java that is Mr. Wahono on 18 November 1986.

On 10 December 1996, Lucas Martin son of Lucas Martien Sarkies visit Hotel of

Kartikawijaya for nostalgic, saw and recall of his grandfather. Eugene encode to express very

impress that its asylum resort villa ahead (ommission of his grandfather) still stand up. Till in

this time Hotel of Kartikawijaya remain to maintain and preserve ancient building which

founded by family of Sarkies along with entire esthetics element which still stick at old

building. Hotel of Kartika Wijaya remain to be defended with atmosphere of Resort Hotel

where guest paying a visit will always find familiarity atmosphere which is audience in every

service of hotel, when they do the activity, weekend with family in the middle of

preoccupation of Hotel of Kartika wijaya.

3.2 Facilities of Kartika Wijaya Batu Heritage Hotel

As mentioned above, kartika wijaya provide facilities to pamper guests who stayed

here. Some guest rooms between them 79 rooms divided as follows:

Moderate room, there are 41 rooms

7

Executive cottage, there are 6 rooms

Deluxe room, there are 32 rooms

Junior suite, there are 2 rooms

Superior room, there are 24 rooms

Cottage , there are 6 rooms

Suite room, there are 3 rooms

President Suite, there are 1 rooms

While there are also public facilities include:

Brawijaya Coffee Shop

24- hours Care Service

Majapahit Restaurant

Karaoke

Singasari Room

Laundry Service

Drug Store

Swimming Pool

Children Playground

Fitness Centre

Billiard Centre

Tennis Centre

Mini Zoo

Types of Rooms available at Kartika Wijaya Hotel

1. Kartika Floor

8

There are two superior rooms and standard rooms

8 rooms using a double bed

13 using twin bed room

2. Wijaya Floor

Wijaya Up Stairs

There are 2 superior rooms and standard rooms

4 bedroom has double bed

10 using a twin bed room

Wijaya Down Stairs

2 using a twin bed superior room

2 Junior sweet using double bed

10 using a twin bed standard room

3. Motel floor

There are 18 superior rooms

12 using a double bed room

6 using a twin bed room

4. Cottage Floor

With the traditional nuance of cottages of bedroom which are dressed with Indonesian

ethnic elements.

There are 6 suite rooms (double bed)

Bali cottage : 240

Java cottage : 241

Toraja cottage : 242

Irian cottage : 243

Sumatra cottage : 250

9

Kalimantan cottage : 249

CHAPTER IV

DISCUSSION

4.1 Food and Beverage Department

Food and beverage department is department which work at food and beverage and

other requirement to guest who live in hotel. Departmental this managed commercially and

professional. In Food and Beverage Department is divided into some part which one another

each other tied in intertwining in Food Beverage Department. They are Food and Beverage

Service and of Food and Beverage Product.

4.1.1 Food and Beverage Service

It is in charge of the presentation of service and to guest as for food and beverage

both for stay overnight in hotel and also external guest which will eat in hotel. Some duty

of Food and Beverage Service are :

Preparing equipments eat and beverage

Presentation of food and beverage

Looking after hygiene and levying of equipments arrange food

Looking after hygiene of coffee shop

Structure of department of Food Beverage and service consist of :

1. Supervisor Service

Hold responsible in direct some employees and crew

2. Captain

10

Accountable for lead section in one bar/ restaurant and direct some waiter.

Checking and be in control of all brought by food and beverage to the room.

Accepting order of food and beverage of guest.

3. Waiter

Undertake to bring food and beverage to places like restaurant, bar, and

service room.

4.1.2 Food and beverage Product

It is a section in charge of in processing of food and beverage start from raw

material till ready to serve and enjoyed by guest by paying attention health standart and

food quality and of sanitation of hygienic.

Food and beverage product consist of:

a. Officer of Chef

Holding responsibilities to coordinate the officers, compiling menu, indirect

supervisor in kitchen, making food-stuffs order, making operation of cost food, leading

its subordinate staff, giving suggestion in purchasing of equipments of kitchen.

b. Kitchen Leader

Undertaking to execute what commanded by officer of chef. Be in control of all

outlet (at each section), ordering food-stuff, showing direction to its subordinate in

producing food, compiling and schedule of job description for its subordinate.

4.1.3 Purpose of Food and Beverage Department

The target is to sell hotel product in the form of food and beverage to all type of

guest. To realize the target, it requires braiding cooperation with a few part of, such as:

11

1. Food and Beverage Service

2. Stewarding

Part of commisioned provide all equipments, such as equipments of ripe need or

process food.

3. Room Store

Part of commisioned of keeping and providing food-stuff to be processed.

4. Purchasing

Part of handling all purchasing of goods need of section kitchen.

4.1.4 The function Food and Beverage Department

1. Fulfilling requirement of guest (requirement eat and drink).

2. Looking after and improving hotel, name especially in guest view which wish

repast.

3. Obtaining benefit, get satisfaction and freshment, and guest will return again

4.1.5 Service

The organization structure of Food and Beverage service:

1. Executive Chef

2. Food and Beverage service leader

3. Waiter

The duties are:

1. Executive chef

12

Be in control of operational of kitchen.

Be in control of administration which concerning kitchen.

Compiling recipe and menu for the banquet of and of buffet

Controlling cost food

Performing job evaluation

2. Food and Beverage service leader

Be in control of operational of Food Beverage service.

Chosening menu alternative if there is guest of complain.

Evaluating and assisting employee if there is difficulty.

Compiling employees schedule and of trainee job.

3. Waiter

Preparing food and beverage service area

Greeting guest

Taking order of guest

Presenting order of guest

Finishing payment bill

Renderring thanks at guest

Cleaning and fix return desk which have been used

4.1.6 Service operational Standard in Kartika Wijaya Hotel

a. Steps of Greeting Guest:

Greeting the guest

Seating the guest

Unfolding guest napkin

13

Handing the menu list

Poring iced water

Taking order

Placing and picking up the order

Adjustment

Service Food and Beverage

Clear up

Billing

Say thank you

Resetting table

b. Table set up

Some type of table set used up in hotel of kartika wijaya, but used for foreign

guest or event of table manner.

Basic Cover, consists of:

Guest Napkin

Dinner Knife

Dinner Fork

B&B Plate

B&B Knife (Butter Sprinkle)

Water Goblet

Alacarte

Elaborde Cover

Guest Napkin

Dinner Knife

14

Dinner Fork

Soup Spoon

Dessert Knife

Dessert Fork

B&B Plate

B&B Knife (Butter Sprinkle)

Water Goblet

Dinner Fork

Dessert Spoon

c. Buffet Service

It is guest serve theirself by taking dish of counter. Usually buffet performed

by event of breakfast, lunch, dinner, barbeque etc. Buffet done if guest exceed 15

pax. Dish in buffet usually consist of appetizer, soup, play course, dessert.

d. Banquet

Parts of service of hotel serving execution of event are like party, seminar,

meeting etc. Executed of agreement with cutomer, service conducted since

cutomerorder final place till event

e. Room Service

Service of food and beverage performed within hotel room or other

accomodation place like or motel of apartment. The function of room service is to

recognize and present food and beverage of rooms hotel. In this function also the

including taking order, preparing, serving room, and taking equipments which have

been used in room.

15

f. Telephone Courtesy

How to answer: coffee shop, selamat pagi, bisa dibantu?

Answer promptly

Concentrate on the conversation

Speak clearly

Speak pleasantly

Call every guest by the name

Be helpful

Say thank you before ending the phone

g. Coffee Shop Form

Order Book

Menu List

Beverage List

Working Schedule

Log Book

BEO (Banquet Event Order)

GIH (guest name who stay overnight in the hotel)

h. Kinds of Service

American service or Ready on Plate

Russian Service or Platter

French Service

English Service

16

Buffet

i. Equipment in Food and Beverage Service

Table

Buffet Table

Coffee Table

Dining Table

Conference Table

Chair

Arm Chair

Baby Chair

Sofa

Accessories at Table

Flower Vas

Table Number

Ashtray

Oil and Vinegar

Cutlery

Dinner Knife

Dinner Fork

Dinner Spoon

Soup Spoon

Dessert Knife

Dessert Fork

17

Dessert Spoon

Long Spoon

Long Tea Spoon

Tea Spoon

Dessert Spoon

Equipment of Chineseware

Dinner Plate

Dessert Plate

B&B Plate

Oval Plate

Soup Cup and Saucer/Soup Bowl

Cup and Saucers

Sugar Bowl

Milk Jug/Creamer

Tea Pot

Coffee Pot

Equipment of Glassware

Wine Glass

Collins

Cocktail

Water Jug

Liqueur

Chafing Dish

18

4.2 Advantages and Disadvantages of Apprenticeship according to the writers

4.2.1 The Advantage

To know the real job world

To apply what we learned in business English

To make the relation or network more large than before

To make concept of the time, that we should waste our time for some benefits

To know the structural of real job, from worker until the chief

To get new experiences

4.2.2 The Disadvantage

We can use our speaking English every day, because the foreigner don’t want

to speak up with us

The relation between the employee and boss can’t run well, because still there

the different position objection

The work that we got not related with we learned in business English

19

CHAPTER V

CLOSING

After a month long we carry on prakerin at the hotel kartika wijaya and the writer can

provide conclusions about the operation of work in the hotel industry are as follows:

5.1 Conclusions

Quality of services and facilities is a major factor to consider in an industry.

Factor in the area of hotel cleanliness and service is very important facet in supporting

reputation hotels.

Friendly and courteous staff attitude towards guests is very important as a reflection

of the quality of hotel services.

To support the smooth working then the factor of cooperation between employees and

between departments need to be improved once.

Most guests who stay at the Kartika Wijaya hotel entourage were guests, business

guests, guests from foreign countries, family and individual well.

Work efficiency is a key factor to achieve maximum cleanliness or quality of work of

employees both in terms of skills, independence and honesty of any hotel employee.

5.2 Suggestion

The writer can put a bit of advices that might be able to support the progress of the

upcoming adult hotel are:

1. Should the trainer is given a chance to practice all the knowledge in the hotel institution.

by way of rolling hotel as trainer better know the various ins and outs of the hotel.

20

2. It needs a promotion of a product to attract or upgrade the visitor hotels.

3. It needs a renovation to upgrade the visitor attraction.

21