Hospitality Assignment

Name: 1. Ardyanto (A1641168)

2. Evan Liyanto (A1641075)

3. Sherly (A1641129)

CHAPTER 1
BACKGROUND

1.1 Hotel 95's History

Hotel 95 was established in 2002. There are the named of this hotel is not
like what people of pontinak thought that hotel 95 is buid in year of 95. They
named it hotel 95 because the highest floor is 95th floor. This hotel is located on
jalan iman bonjol, Pontianak which is strategic for the guest.

1.2 Hotel Profile

Located on Jalan Imam Bonjol No. 95, Pontianak, Hotel 95 offers

accommodation with a minimalist concept. The distance is only about 15 minutes
drive from the University of Tanjung pura and Pontianak State Polytechnic. With
a minimalist concept, Hotel 95 offers 89 residences with complete facilities. Each
available room already has a television with cable TV service, air conditioning, a
bathroom with warm water, and a desk that can be used for work.
You who stay at this 2-star hotel can also get public facilities such as
restaurants with a buffet concept. Guests can order the 18 available menus or ask
to be delivered to the room when taking a residential package with breakfast.
Seminar rooms and buildings in this hotel can also be used for various events such
as parties and business meetings. If you are bored in the room and want to work
with a more different atmosphere, all rooms in the lobby already have free internet
access and can be used by guests. Hotel 95 is close to several interesting
attractions in the vicinity. About 10 minutes away by car you can reach
Pontianak's Digulis Park.
Furthermore, with the same travel time Gor Yafasa Sport can be reached
easily. If you want to go shopping or go for a walk to Taman Budaya West
Kalimantan and Ayani Mega Mall, which is 15 minutes away from the hotel.
 CHAPTER 2
ORGANISATION AND STRUCTURE

2.1 Organisation Structure

Source: Interview with Hotel 98’s Manager (Mr. Andhika)

2.2 Job Description

No Position/Division Job Description/Responsibilities

1 General Manager  Overseeing daily business operations.
 Developing and implementing growth
strategies.
 Training low-level managers and staff.
 Researching and identifying growth
opportunities.
 Generating reports and giving presentations.
 Creating and managing budgets.
 Improving revenue.
2 Operational Manager  Developing and Implementing strategies that
will ensure a positive experience that exceeds
guest’s expectations.
 Anticipate all guest needs and respond
promptly & accordingly.
 Establish and maintain standards for staff
performance and customer service.
 Maintaining full knowledge of all inner
working of the hotel, including room rates,
hotel policies, specials, availabilities, VIP
guests, hotel events and more.
3 Human Resource  Maintance the productivity of worker.
Manager  Receive the complaint of worker.
 Creating and revising job descriptions.
 Conducting annual salary surveys.
 Implementing and revising a company’s
compensation program.
 Creating and revising job descriptions.
 Recommending new policies, approaches, and
procedures.
4 Receptionist  Receive visitors.
 Answer phone calls.
 Collect information.
 Respond to incoming mail.
5 Marketing Departement  Creates an effective Sales Programs that will
increase awareness and positive perception of
the Hotel, its activities, culinary services, and
personnel.
  Promoting Hotel Facilities.

 Build Customer Relationships.

 Develop awareness and reputation of the hotel

and the brand in the local community.
6 Housekeeping 1. Room Boy
 Maintance and cleaning the room.
 Checking air regulation and facility.
 Ensure security of guest rooms and privacy
of guests.

2. Public Area
 Maintance and cleaning floor out of room.
 Polishes furniture and fixtures.
 Sweeps carpets.

3. Laundry
 Cleaning uniform.
 Cleaning towel, blanket and other.
7 Food and Beverage 1. F&B Product
 Prepare the food for breakfast, brunch,
lunch till dinner.

2. F&B Service
 Service and deliver the guest with food.
8 Security  Escort People In/Out of the Hotel.
 Report to Supervisors and Management.
 Investigate Disturbances.
 Maintain Order.
9 Engineering  Maintance the electricity, tecnical of machine,
lighting and other.
10 Banquet  Manage the meeting of all division.
 CHAPTER 3
IMPRESION and ADVICE

3.1 First Impression

The best guarantee of hotel business is quality of service. According

observation with Mr. Andhika's actitude as a assisten manager or operasional
manager that whe knew well how quality of service is become number one. The
well organisation that show us that they are already prepared to doing the best
service. According the observation we saw the well comunication each division.
Mr. andhika is looked profetional as he done, he can manage other worker so
humble. As a guest, we feel accepted with what they do for us, they are so
humble, and soft with the smile.

Except the quality of services, we also amaze with the fasility and scenary at
there. The 95 hotel is designed so cozy and calm.According the observation, we
saw fasility in the room are completed and nesty. As a profesional hotel, they are
already prepared what the guest need, as a hotel the quest not just the place for
sleep, so they create a concept that guest also has entertainment side. Hotel 95 is
looked has positioning that as the hotel that can enjoy the view of Kapuas river.
As the gift, you directly could enjoy the sunset moment perfectly. Those is our
first attendance to hotel 95, as first Impresion we are so happy to visit there.

3.2 Advice

Don't judgebook by the cover. That is what people said when rate something.
Performance is number one what people looked. We have advice for 95's hotel for
the uniform especially for food and beverage departemen. We though their
performance not profesional as they have. Performance is show a profesionality so
they must have adaptation with change of modernity because their uniform too old
model.

From year by year, the guest of hotel are increased. With the convinience of
access and mobility that make people easy to access the hotel. As the hotel 95's
hotel must expanse the parking area.

Doing the job isn't easy as we though. In hotel division, everybody in

structure is have each other job desc. As we saw, the security must doing double
job except keep security and help to give information and guide the guest, they
must help to guide guest for parking area. In the future they must repair the human
resource especially in bottom of structure not just for top even they need to
recruite new division.
PICTURES