THE DIFFICULTIES FACED BY BUSINESS ENGLISH

APPRENTICES IN CHARGE AT FRONT OFFICE

DEPARTMENT

THESIS

By:

Rizka Amelia

201310100311234

ENGLISH LANGUAGE EDUCATION DEPARTMENT

FACULTY OF TEACHER TRAINING AND EDUCATION

UNIVERSITY OF MUHAMMADIYAH MALANG

2018

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Mottos

“What goes around comes back around, do your best!”

DEDICATIONS

This thesis is dedicated to my dearest family, my heart-warming

bodyguard, my beloved friends, and the surroundings that have

simplified my affairs. They are the ones whom I always mention in all

prayers and the most influential motivation to pursue my goal in any

steps.

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TABLE OF CONTENTS

APPROVAL .......................................................................................................... ii

MOTTOS AND DEDICATIONS ........................................................................ iv

AUTHOR’S DECLARATION OF ORIGINALITY ......................................... v

ABSTRACT ........................................................................................................... vi

ACKNOWLEDGEMENTS ................................................................................. vii

TABLE OF CONTENTS...................................................................................... viii

CHAPTER I INTRODUCTION

1.1 Research Background ................................................................................ 1

1.2 Research Problems ..................................................................................... 4

1.3 Research Objectives ................................................................................... 5

1.4 Scope and Limitation ................................................................................. 5

1.5 Research Significance ................................................................................ 5

1.6 Definition of Key Terms ............................................................................ 6

CHAPTER II REVIEW OF RELATED LITERATURE

2.1 Apprenticeship ........................................................................................... 7

2.1.1 Benefit of Apprenticeship .................................................................. 8

2.1.2 Barriers to Apprenticeship Completion ............................................. 9

2.2 Business English ........................................................................................ 11

2.3 Hotel and Hospitality Management ........................................................... 11

2.3.1 Front Office Department .................................................................... 13

2.3.2 The Roles and Duties of Front Office Department ............................ 14

2.3.3 Reservation ......................................................................................... 15

2.4 Business English Class .............................................................................. 17

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CHAPTER III RESEARCH METHOD

3.1 Research Design ........................................................................................ 18

3.2 Research Population and Sample ............................................................... 19

3.3 Data Collection and Instrument ................................................................. 20

3.4 Data Analysis ............................................................................................. 22

CHAPTER IV FINDINGS AND DISCUSSION

4.1 Research Findings ...................................................................................... 24

4.1.1 Difficulties Faced by Business English Apprentices in Charge at

Front Office Department in a Hotel ........................................................ 24

4.1.2 Solutions to the Difficulties Faced by Business English Apprentices

in Charge at Front Office Department in a Hotel ........................................ 34

4.2 Discussion .................................................................................................. 42

CHAPTER V CONCLUSION AND SUGGESTIONS

5.1 Conclusion ................................................................................................. 45

5.2 Suggestions ................................................................................................ 46

APPENDICES

Appendix I Interview guide ............................................................................ 50

Appendix II Interview Transcriptions ............................................................. 51

Appendix III Business English II reports .......................................................... 72

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