Daftar Isi

Prakata.................................................................................................................................... i
Modul I Sejarah Perkembangan Hotel................................................................................... 2
1.1 Sejarah Perkembangan Hotel..................................................................................... 2
1.2 Sejarah Perkembangan Hotel di Dunia...................................................................... 3
1.3 Sejarah Perkembangan Hotel di Indonesia................................................................ 3
1.3.1 Masa Penjajahan Belanda.............................................................................. 3
1.3.2 Masa Penjajahan Jepang................................................................................ 3
1.3.3 Masa Setelah Indonesia Merdeka.................................................................. 4
1.4 Latihan....................................................................................................................... 4
1.5 Tugas ......................................................................................................................... 4
Modul II Hotel....................................................................................................................... 5
2.1 Pengenalan Umum Tentang Hotel............................................................................. 6
2.2 Unsur-unsur Industri Pariwisata................................................................................. 6
2.3 Jenis-jenis Akomodasi............................................................................................... 7
2.4 Perbedaan Hotel dengan Akomodasi Lainnya........................................................... 8
2.4.1 Perbedaan Hotel dengan Akomodasi Komersial lainnya............................... 8
2.4.2 Perbedaan Hotel dengan Akomodasi Semi Komersial.................................. 11
2.4.3 Perbedaan Hotel dengan Akomodasi Non Komersial.................................... 11
2.5 Klasifikasi Hotel........................................................................................................12
2.5.1 Klasifikasi Hotel Berdasarkan Faktor Tingkatan atau Bintang..................... 12
2.5.2 Klasifikasi Hotel Menurut Faktor Tujuan Pemakaian Hotel Selama Menginap
........................................................................................................................13
2.5.3 Klasifikasi Hotel Menurut Faktor Lokasi...................................................... 13
2.5.4 Klasifikasi Hotel Berdasarkan Faktor Daya Jual dan Perencanaan Penjualan
........................................................................................................................14
2.5.5 Klasifikasi Hotel Berdasarkan Ukuran Hotel ................................................ 15
2.5.6 Klasifikasi Hotel Berdasarkan Faktor Lamanya Tamu Menginap................. 15
2.5.7 Klasifikasi Hotel Berdasarkan Kegiatan Tamu Selama Menginap................ 15
2.5.8 Klasifikasi Hotel Berdasarkan Pada Kriteria Jenis Tamu.............................. 16
2.6 Kesan Tamu Terhadap Hotel..................................................................................... 16
2.7 Latihan....................................................................................................................... 17

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 2.8 Tugas.......................................................................................................................... 18
Modul III Karakteristik & Usaha Pelayanan Hotel................................................................ 19
3.1 Karakteristik Usaha Hotel.......................................................................................... 20
3.1.1 Tujuan Hotel.................................................................................................. 20
3.1.2 Perbedaan Hotel Dengan Industri Lainnya.................................................... 21
3.2 Penjualan Kamar........................................................................................................ 21
3.3 Produk Usaha Hotel................................................................................................... 24
3.4 Kualitas Pelayanan dan Harapan-harapan Tamu....................................................... 24
3.5 Latihan....................................................................................................................... 25
Modul IV Departemen Hotel................................................................................................. 26
4.1 Kantor Depan (Front Office Departement)................................................................ 27
4.2 Tata Graha (Housekeeping Departement).................................................................. 28
4.3 Makanan dan Minuman (Food & Beverage Departement)........................................ 32
4.4 Depatemen Keuangan (Accounting Departement).................................................... 34
4.5 Departemen Personalia (Human Resources & Payroll Departement)....................... 36
4.5.1 Pengertian Manajemen Personalia................................................................. 36
4.5.2 Tujuan Manajemen Personalia.......................................................................37
4.5.3 Fungsi Manajemen Personalia....................................................................... 37
4.6 Engineering Departement.......................................................................................... 38
4.7 Sales & Marketing dan Public Relation Departement............................................... 38
4.8 Departemen keamanan (Security Departement)........................................................ 39
4.9 Tugas.......................................................................................................................... 42
Modul V Reception................................................................................................................ 43
5.1 Pengertian Resepsionis (Receptionist)....................................................................... 44
5.2 Profesional Receptionist............................................................................................ 45
5.3 Layanan di Resepsionis.............................................................................................. 46
5.4 Jenis-jenis Peralatan................................................................................................... 48
5.5 Tugas dan Tanggung Jawab Reception...................................................................... 48
5.5.1 Tugas Reception............................................................................................. 48
5.5.2 Rincian Tugas Reception............................................................................... 48
5.6 Kepribadian Resepsionis Hotel.................................................................................. 49
5.7 Standard Receptionist Grooming............................................................................... 52
5.7.1 Grooming Secara Fisik................................................................................... 53

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 5.7.2 Grooming Secara Psikis................................................................................. 55
5.8 Peran dan Fungsi Resepsionis Hotel.......................................................................... 55
5.9 Tugas.......................................................................................................................... 57
Modul VI Room Reservation................................................................................................. 58
6.1 Definisi Room Reservation........................................................................................ 59
6.2 Klasifikasi Reservasi.................................................................................................. 59
6.3 Jenis-jenis Reservasi.................................................................................................. 60
6.4 Media Reservasi dan Sumber Reservasi.................................................................... 61
6.4.1 Media Reservasi............................................................................................. 61
6.4.2 Sumber-sumber Reservasi.............................................................................. 62
6.5 Form Reservasi.......................................................................................................... 63
6.6 Kategori Pemesanan Kamar....................................................................................... 64
6.7 Latihan....................................................................................................................... 65
6.8 Tugas.......................................................................................................................... 65
Modul VII Prosedur Pelayanan Guest Complaint.................................................................. 66
7.1 Definisi Complaint..................................................................................................... 67
7.2 Jenis-jenis Complaint................................................................................................. 67
7.3 Costumer (Pelanggan)................................................................................................ 67
7.3.1 Jenis-jenis Pelanggan..................................................................................... 67
7.3.2 Tipe-tipe Pelanggan....................................................................................... 68
7.4 Prosedur Menangani Keluhan.................................................................................... 68
7.5 Tugas Guest Complaint.............................................................................................. 69
7.6 Penangganan Keluhan................................................................................................ 69
7.7 Soal latihan................................................................................................................. 70
7.8 Tugas.......................................................................................................................... 70
Modul VIII Restoran.............................................................................................................. 71
8.1 Pengertian Restoran................................................................................................... 72
8.2 Jenis-jenis Restoran.................................................................................................... 75
8.3 Klasifikasi Restoran................................................................................................... 76
8.4 Peralatan Restoran...................................................................................................... 78
8.5 Tugas dan Tanggung Jawab (Job Discription) Restoran Hotel.................................. 81
8.6 Tipe-tipe Dasar Pelayan di Restoran.......................................................................... 88
8.7 Latihan....................................................................................................................... 91

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Modul IX Menu dan Table Manner....................................................................................... 92
9.1 Menu Planning dan Jenis-jenis Menu........................................................................ 93
9.2 Sejarah Table Manner................................................................................................ 93
9.3 Etika Menghadiri Jamuan.......................................................................................... 94
9.4 Cocktail Party............................................................................................................. 96
9.5 Tata Cara Posisi Duduk.............................................................................................. 96
9.6 Aturan Makan Pada Table Manner............................................................................ 98
9.6.1 Aturan Makan Roti......................................................................................... 98
9.6.2 Aturan Makan Soup....................................................................................... 99
9.7 Cara Minum Menggunakan Goblet............................................................................102
9.8 Aturan Makan Main Course.......................................................................................102
9.9 Etika...........................................................................................................................104
9.10 Latihan.....................................................................................................................105
9.11 Tugas........................................................................................................................105
Daftar Pustaka........................................................................................................................106

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