ENGLISH FOR HOTEL AND RESTAURANT

TEXTBOOK FOR THE FINAL ASSIGNMENT

BY :
FUGUH ARNORI
FEBI IWAN JASADI
ERWIN HADINATA
EZA EZRYAN
EZY WIRANATA
ENRIQUE SUBAN PUTRA DAMIAN KROWIN
HAIKAL GUMILANG
HERO ADIBI ABDA
 PREFACE

Praise be to the presence of God Almighty because by His Grace we were able to finish
this book. This book, "English for Hotels and Restaurants", was prepared with the aim of being a
comprehensive guide for those who wish to hone their English skills in the context of working in
the hotel and restaurant sector.
The hotel and restaurant industry not only demands technical expertise, but also strong
communication skills. In a diverse environment, the ability to communicate clearly and
effectively is the key to success. Therefore, this book is designed to provide readers with an in-
depth understanding of the vocabulary, phrases and communicative situations that frequently
occur within the hospitality and restaurant work environment.
Each chapter in this book is dedicated to a topic relevant to everyday needs in the
workplace, from booking hotel rooms to serving guests in restaurants. Equipped with practical
exercises and situational dialogues, readers will have the opportunity to increase their confidence
in communicating in English.
I would like to express my thanks to all the contributors who have participated in the
creation of this book, as well as to the readers who have chosen to deepen their understanding of
the English language in the context of such an important industry.
Hopefully this book will be a valuable source of knowledge and help you achieve success
in your career in the hotel and restaurant sector.

Mataram, June 11th 2024

f
 TEXTBOOK ENGLISH FOR HOTEL AND RESTAURANT

Table of Contents

UNIT 1: Introduction to English Hospitality [Fuguh]....................................................................................1

1.1 Definition and Scope of the Hotel Industry........................................................................................1
1.2 The Role of English in the Hotel Industry...........................................................................................1
1.3 Profile of Various Types of Accommodation......................................................................................1
1.4 Introduction to Various Services in the Hotel Industry......................................................................1
1.5 Identify the Role of English in the Case Study....................................................................................1
1.6 Knowledge Test..................................................................................................................................2
UNIT 2 : Effective Communication Skills in Customer Service [Febi Iwan]...................................................3
2.1 Introduction.......................................................................................................................................3
2.2 Learning Objectives...........................................................................................................................3
2.3 Communication in Customer Service.................................................................................................3
2.4 Practical Exercises..............................................................................................................................4
UNIT 3 : Hotel Reception and Reservations [Ezy].........................................................................................5
3.1Topics Covered...................................................................................................................................5
3.2 Activities............................................................................................................................................6
3.3 Practice questions:............................................................................................................................7
3.4 Practice questions:...........................................................................................................................10
UNIT 4 : Effective Restaurant Operations [Adib]........................................................................................11
4.1 Introduction.....................................................................................................................................11
4.2 Learning Objectives.........................................................................................................................11
4.3 Importance of Effective Restaurant Operations...............................................................................11
4.4 Key Elements of Successful Restaurant Management......................................................................11
4.5 Strategies for Optimizing Restaurant Operations.............................................................................12
4.6 Practical Exercises............................................................................................................................12
4.7 Conclusion.......................................................................................................................................12
UNIT 5 : Handling Guest Complaints [Haikal].............................................................................................13
5.1 Introduction.....................................................................................................................................13
5.2 Learning Objectives.........................................................................................................................13
5.3 Expressions for Handling Guest Complaints.....................................................................................13
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5.4 Practical Exercises............................................................................................................................14

5.5 Conclusion.......................................................................................................................................14
UNIT 6 : Housekeeping and Maintenance Requests [ Enrique]..................................................................15
6.1 Introduction.....................................................................................................................................15
6.2 Learning Objectives.........................................................................................................................15
6.3 Vocabulary and Expressions...........................................................................................................15
6.4 What is maintenance......................................................................................................................16
6.5 Practical Exercises............................................................................................................................17
UNIT 7 : Food and Beverage Services [ Ewin].............................................................................................19
7.1 Understanding Food and Beverage Service......................................................................................19
7.2 Purpose............................................................................................................................................19
7.3 Types of food and beverage companies...........................................................................................19
UNIT 8 : Event and Conference Services....................................................................................................21
8.1 Purpose............................................................................................................................................21
8.2 Meaning..........................................................................................................................................24
8.3 History.............................................................................................................................................24
8.4 Characteristic...................................................................................................................................25
8.5 Types................................................................................................................................................26
8.6 Status...............................................................................................................................................26
8.7 Structure..........................................................................................................................................26
8.8 Feedback.........................................................................................................................................27
8.9 Conclusion.......................................................................................................................................28
8.10 Question (Latihan, Studi Kasus).....................................................................................................29
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UNIT 1: Introduction to English Hospitality [Fuguh]

1.1 Definition and Scope of the Hotel Industry

The hospitality industry includes various types of accommodation such as hotels, resorts, guest
houses, holiday villas, and so on. The main goal of this industry is to provide accommodation,
food, drink and entertainment services to guests who come from various backgrounds and needs.

1.2 The Role of English in the Hotel Industry

English is the dominant international language in the hotel industry because most guests from
various countries can communicate in this language. A good understanding of English helps in
providing better service to guests, streamlines the communication process, and increases guest
satisfaction.

1.3 Profile of Various Types of Accommodation

Hotel: Accommodation place that provides various facilities such as bedrooms, restaurants,
meeting rooms and recreational facilities.
Resort: A vacation destination usually located in a natural area or beach, which offers recreation
and relaxation facilities.
Accommodation: More basic and affordable accommodation, such as a motel, hostel, or bed &
breakfast.

1.4 Introduction to Various Services in the Hotel Industry

Reservations: Procedures for ordering rooms or meals at an accommodation.
Check-in and Check-out: Guest registration process upon arrival and departure.
Room Service: Room cleaning services, changing linens, and providing additional facilities such
as towels or toiletries.
Food and Beverage: Restaurant, room service, and bar service to provide food and drinks to
guests.

1.5 Identify the Role of English in the Case Study

1. Smooth Check-in : When hotel staff can communicate fluently in English, the check-in
process becomes faster and more efficient. Guests can easily provide the necessary information,
such as identification, arrival time and room preferences, without language difficulties. This
creates a positive first impression for guests and makes them feel welcome.
2. Accurate Room Service : When guests order room service or make additional requests in
English, the staff can easily understand their needs. For example, if a guest requests extra pillows
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or towels, the application of English skills will ensure that the request is understood correctly and
executed quickly, increasing guest comfort and satisfaction.
3. Better Conflict Resolution : In situations where problems or complaints arise from guests,
good English skills enable staff to resolve conflicts more effectively. They can listen to guests'
concerns with empathy, explain the situation clearly, and offer satisfactory solutions or
compensation, restoring guests' trust and ensuring their experience remains positive.
Thus, the application of English skills not only improves communication between staff and
guests, but also helps create a better lodging experience and strengthens the reputation of the
hotel or resort in the eyes of guests.

1.6 Knowledge Test

Here are some questions for the Knowledge Test:
1. What is meant by the hotel industry?
2. Why is English so important in the hospitality industry?
3. Name three types of accommodation that are common in the hotel industry with examples.
4. What is the difference between check-in and check-out in a hotel?
5. Give examples of services included in hotel room service.
6. Why is hotel room booking important for guests and service providers?
7. How can English improve the quality of service in the hospitality industry?
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UNIT 2 : Effective Communication Skills in Customer Service [Febi

Iwan]
2.1 Introduction
Effective communication is a cornerstone of excellent customer service. This chapter delves into
the significance of communication skills in customer service and provides insights into how
mastering these skills can elevate customer interactions and overall service quality.

2.2 Learning Objectives

1. Understand the crucial role of communication skills in delivering exceptional customer
service.
2. Identify key components essential for effective communication in customer service.
3. Learn practical techniques to enhance communication with customers.
4. Develop strategies for conflict resolution through effective communication.

2.3 Communication in Customer Service

1. The Importance of Effective Communication
- Effective communication fosters understanding and builds rapport with customers.
- It ensures clarity and accuracy in conveying information, enhancing customer satisfaction.
- Strong communication skills enable service providers to address customer needs promptly
and efficiently.
2. Key Components of Effective Communication
- Active Listening: Attentively listening to customers to comprehend their concerns and
preferences fully.
- Clear Verbal Communication: Articulating messages clearly and concisely to avoid
misunderstandings.
- Empathy and Understanding: Demonstrating empathy towards customers' situations to
establish trust and rapport.
- Providing Informative Responses: Offering relevant and helpful information to address
customer queries or issues effectively.
3. Techniques to Enhance Communication in Customer Service
- Using Positive Language: Employing affirmative and supportive language to convey
sincerity and willingness to assist.
- Asking Probing Questions: Engaging customers with open-ended questions to gather
detailed information and understand their needs better.
- Adjusting Communication Styles: Adapting communication approaches to suit individual
customer preferences and communication styles for effective interaction.
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4. Conflict Management through Effective Communication

- Active Listening: Listening attentively to customer grievances to comprehend their
concerns fully.
- Maintaining Professionalism: Remaining calm and composed while addressing customer
conflicts to ensure a constructive resolution.
- Offering Solutions and Alternatives: Presenting viable solutions and alternatives with
clarity and empathy to resolve conflicts amicably.

2.4 Practical Exercises

1. Role-Playing Scenarios : Engage in role-play exercises where participants take turns playing
the role of customers and service providers to practice effective communication techniques.
2. Case Study Analysis : Analyze real-life case studies of customer interactions, focusing on
communication strategies employed and their effectiveness in resolving issues.
3. Communication Skills Assessment : Conduct self-assessment and peer evaluation sessions to
identify strengths and areas for improvement in communication skills.
4. Feedback and Reflection : Encourage participants to provide constructive feedback on each
other's communication styles and strategies, fostering a culture of continuous improvement.
2.5 Conclusion
Mastering effective communication skills is essential for delivering outstanding customer
service. By understanding the significance of communication and honing relevant techniques,
service providers can cultivate positive customer relationships, resolve conflicts efficiently, and
elevate the overall service experience. Continued practice and refinement of communication
skills are vital for ensuring customer satisfaction and loyalty in the long run.
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UNIT 3 : Hotel Reception and Reservations [Ezy]

Hotel reception and reservations is to serve as the central hub for managing all aspects of
guest accommodations, from taking and processing reservations, maintaining accurate room
inventory, and handling pricing and revenue strategies, to facilitating a seamless and exceptional
experience for guests throughout their entire stay, encompassing the crucial touchpoints of
check-in, addressing inquiries and requests, resolving any issues or complaints, coordinating
with various departments to ensure rooms are prepared and maintained, overseeing check-outs
and processing payments, as well as prioritizing the safety and security of guests and their
belongings while providing top-notch customer service that leaves a lasting positive impression,
ultimately contributing to the overall success and profitability of the hotel through efficient
operations and maximizing occupancy rates and revenue generation.

3.1Topics Covered
Hotel reception and reservations involve several key steps and responsibilities.
1.Front desk operations and duties.
2.Guest check-in and check-out procedures.
3.Reservation systems and processes.
4.Room types and amenities.
5.Handling guest requests and complaints.
6.Upselling techniques.
7.Payment methods and procedures.
8.Security and safety protocols.
9.Customer service best practices.
10.Cross-cultural communication and etiquette.
1. Front desk operations and duties: This covers the various responsibilities and tasks of
front desk agents, such as greeting guests, managing reservations, handling
check-in/check-out, answering inquiries, and coordinating with other departments.
2. Guest check-in and check-out procedures: This involves the step-by-step processes for
checking guests in and out of the hotel, including verifying reservations, collecting
payments, issuing room keys, and processing departures.
3. Reservation systems and processes: This explores the different reservation systems used
by hotels, such as property management systems (PMS), global distribution systems
(GDS), and online travel agencies (OTAs). It covers making, modifying, and canceling
reservations.
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4. Room types and amenities: This covers the various room categories offered by hotels
(e.g., standard, deluxe, suite) and the amenities and services available in each type, such
as bedding, furniture, entertainment systems, and complimentary items.
5. Handling guest requests and complaints: This focuses on techniques for addressing guest
requests, concerns, and complaints in a professional and satisfactory manner,
emphasizing problem-solving, empathy, and effective communication.
6. Upselling techniques: This involves strategies for recommending and selling additional
services or upgrades to guests, such as room upgrades, spa packages, or restaurant
reservations, to increase revenue for the hotel.
7. Payment methods and procedures: This covers the different payment methods accepted
by hotels (e.g., cash, credit cards, debit cards, mobile payments) and the processes for
securely handling and processing payments.
8. Security and safety protocols: This addresses the security and safety measures in place at
hotels, including guest privacy, key control, emergency procedures, and protocols for
dealing with suspicious activities or incidents.
9. Customer service best practices: This emphasizes the importance of providing
exceptional customer service in the hospitality industry, covering topics such as
professionalism, communication skills, conflict resolution, and creating positive guest
experiences.
10. Cross-cultural communication and etiquette: This explores cultural differences and
sensitivities when interacting with guests from diverse backgrounds, including
communication styles, customs, and expectations, to ensure respectful and appropriate
service.

3.2 Activities
1.Role-playing guest check-in and check-out scenarios
2.Practising phone and email reservation scenarios
3.Exploring and navigating hotel reservation software
4.Analyzing case studies of guest complaints and resolutions
5.Developing customer service scripts and dialogues
6.Creating room amenity and facility guides
7.Designing a hotel brochure or website
8.Researching cultural customs and etiquette for international guests
9.Participating in customer service training workshops
10.Conducting mock front desk shift simulations
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1. Role-playing guest check-in and check-out scenarios: Students practice the procedures
and communication involved in checking guests in and out by acting out realistic
scenarios with a partner.
2. Practicing phone and email reservation scenarios: Students simulate taking reservation
requests over the phone or via email, practicing appropriate communication and data
entry into reservation systems.
3. Exploring and navigating hotel reservation software: Students get hands-on experience
using popular property management systems and reservation platforms utilized by hotels.
4. Analyzing case studies of guest complaints and resolutions: Students review real-world
examples of guest complaints or problems and analyze how they were effectively
resolved by hotel staff.
5. Developing customer service scripts and dialogues: Students craft example scripts and
dialogues demonstrating best practices for communicating with guests in various
situations.
6. Creating room amenity and facility guides: Students research and design informational
guides detailing the amenities, services, and facilities available at a hotel property.
7. Designing a hotel brochure or website: Students apply marketing principles to create
promotional materials like brochures or website mock-ups for a fictitious or real hotel.
8. Researching cultural customs and etiquette for international guests: Students investigate
the cultural norms, expectations, and etiquette of different regions to prepare for serving
international guests.
9. Participating in customer service training workshops: Hands-on workshops allow
students to role-play scenarios and practice customer service techniques.
10. Conducting mock front desk shift simulations: Students experience a realistic front desk
environment by rotating through roles and responsibilities during a simulated shift.

3.3 Practice questions:

1. Which of the following is NOT a responsibility covered under front desk operations and
duties?
a. Greeting guests
b. Managing reservations
c. Preparing food in the hotel restaurant
d. Answering guest inquiries

2. The step-by-step process for guests checking out of a hotel is known as:
a. Check-in procedures
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b. Check-out procedures
c. Reservation procedures
d. Payment procedures

3. Which system is used by hotels to connect with travel agencies and other third-party booking
channels?
a. Property Management System (PMS)
b. Global Distribution System (GDS)
c. Online Travel Agency (OTA)
d. Central Reservation System (CRS)

4. What term is used for the practice of recommending additional services or upgrades to guests?
a. Cross-selling
b. Upselling
c. Downselling
d. Reselling

5. Which of the following is NOT a common payment method accepted by most hotels?
a. Cash
b. Credit card
c. Cryptocurrency
d. Debit card

6. What is the term for the measures and protocols in place to ensure guest privacy and safety?
a. Security protocols
b. Safety guidelines
c. Confidentiality procedures
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d. Risk management policies

7. Which of the following is NOT typically included in customer service best practices?
a. Professionalism
b. Communication skills
c. Discriminatory behavior
d. Conflict resolution

8. When interacting with guests from diverse backgrounds, hotel staff should be mindful of:
a. Communication styles
b. Cultural customs
c. Expectations and etiquette
d. All of the above

9. Which activity allows students to experience a realistic front desk environment?

a. Designing a hotel brochure
b. Researching cultural customs
c. Conducting mock front desk shift simulations
d. Creating customer service scripts

10. Role-playing scenarios are useful for practicing:

a. Navigating reservation software
b. Analyzing case studies
c. Guest check-in and check-out procedures
d. Researching amenities and facilities
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3.4 Practice questions:

1. What are the key steps and responsibilities involved in hotel reception and reservations?
2. Describe the typical process for checking a guest into a hotel.
3. What is the difference between a property management system (PMS) and a global
distribution system (GDS) in hotel reservations?
4. Explain the various room types and amenities that a hotel may offer.
5. How would you handle a situation where a guest has a complaint about their room or
service?
6. What are some effective upselling techniques that front desk agents can use?
7. What are the common payment methods accepted by hotels, and what procedures are
involved in processing payments?
8. Discuss the security and safety protocols that hotels have in place to protect guests and
their information.
9. Why is providing exceptional customer service crucial in the hospitality industry?
10. How can front desk agents effectively communicate and accommodate guests from
diverse cultural backgrounds?
11. Role-play a scenario where you need to check a guest out of the hotel and process their
payment.
12. Develop a customer service script for handling a situation where a guest’s reservation has
been mishandled.
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UNIT 4 : Effective Restaurant Operations [Adib]

4.1 Introduction
In this chapter, we will explore the key components and strategies for running a restaurant
operation smoothly and efficiently. Effective restaurant operations are crucial for ensuring
customer satisfaction, maximizing profitability, and maintaining a positive reputation in the
competitive hospitality industry.

4.2 Learning Objectives

1. Understand the importance of effective restaurant operations.
2. Identify key elements essential for successful restaurant management.
3. Learn strategies for optimizing various aspects of restaurant operations.
4. Develop skills for problem-solving and decision-making in restaurant management.

4.3 Importance of Effective Restaurant Operations

1. Customer Satisfaction : Efficient operations contribute to timely service, food quality, and
overall dining experience, leading to higher customer satisfaction.
2. Cost Control : Well-managed operations help control expenses related to food, labor, and
overhead costs, improving profitability.
3. Staff Performance : Clear procedures and training programs enhance staff productivity
and morale, ensuring smooth service delivery.
4. Reputation and Brand Image : Consistently delivering high-quality service and
experiences builds a positive reputation and fosters customer loyalty.

4.4 Key Elements of Successful Restaurant Management

1. Menu Development and Management : Crafting a diverse and appealing menu while
managing costs, ingredient availability, and seasonality.
2. Inventory and Supply Chain Management : Efficiently managing inventory levels,
ordering processes, and supplier relationships to minimize waste and ensure product
availability.
3. Staff Training and Development : Providing comprehensive training programs to equip
staff with the skills and knowledge required to deliver exceptional service.
4. Customer Service and Experience : Focusing on personalized service, attentiveness to
customer needs, and creating memorable dining experiences.
5. Financial Management : Implementing effective budgeting, financial planning, and cost-
control measures to optimize profitability.
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4.5 Strategies for Optimizing Restaurant Operations

1. Streamlining Workflow : Designing efficient kitchen and service workflows to minimize
wait times and maximize productivity.
2. Utilizing Technology : Implementing restaurant management software, reservation
systems, and point-of-sale (POS) solutions to streamline operations and enhance guest
experience.
3. Quality Control Measures : Implementing rigorous quality control standards for food
preparation, presentation, and service.
4. Regular Maintenance and Upkeep : Conducting routine maintenance of equipment,
facilities, and ambiance to ensure a pleasant dining environment.
5. Feedback and Continuous Improvement : Soliciting customer feedback, monitoring
performance metrics, and continuously refining operations based on insights and
observations.

4.6 Practical Exercises

1. Menu Planning and Cost Analysis : Develop a sample menu while conducting a cost
analysis to understand the impact on profitability.
2. Inventory Management Simulation : Simulate inventory management scenarios to
practice ordering, stock rotation, and waste reduction strategies.
3. Role-Playing Customer Scenarios : Engage in role-play exercises to simulate various
customer interactions and practice handling different service scenarios.
4. Financial Analysis and Budgeting : Analyze financial statements and develop a budgeting
plan to optimize resource allocation and control costs.

4.7 Conclusion
Effective restaurant operations are essential for achieving long-term success and sustainability in
the competitive hospitality industry. By mastering key elements of restaurant management and
implementing strategic optimization strategies, restaurant owners and managers can create
memorable dining experiences, foster customer loyalty, and drive profitability. Continual
improvement, adaptation to industry trends, and a commitment to excellence are crucial for
maintaining a competitive edge and ensuring success in the dynamic restaurant landscape.

UNIT 5 : Handling Guest Complaints [Haikal]

 TEXTBOOK ENGLISH FOR HOTEL AND RESTAURANT

5.1 Introduction
Handling guest complaints effectively is a vital aspect of providing excellent customer
service in hotels, restaurants, and offices. In this chapter, we will focus on developing the
necessary expressions and skills to address guest complaints professionally and efficiently.

5.2 Learning Objectives

1. Learn expressions for handling guest complaints in hotels, restaurants, and offices.
2. Understand how to listen to and respond to guest complaints appropriately.
3. Develop the ability to resolve guest complaints effectively while maintaining a positive guest
experience.

5.3 Expressions for Handling Guest Complaints

1. Acknowledging the Complaint
- "I'm sorry to hear that you're experiencing an issue."
- "Thank you for bringing this matter to our attention."
- "I understand your concerns, and I apologize for any inconvenience caused."

2. Gathering Information
- "Could you please provide more details about the problem?"
- "Can you describe exactly what happened?"
- "Is there anything specific that you would like us to address?"

3. Offering Solutions
- "Let me see what I can do to resolve this for you."
- "I will personally ensure that this issue is taken care of immediately."
- "Would you prefer a refund or a replacement?"

4. Expressing Empathy
- "I can imagine how frustrating this situation must be for you."
- "I completely understand your frustration, and I assure you we will do everything we can to
make it right."
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- "Your satisfaction is our top priority, and we will do whatever it takes to resolve this matter."

5. Following Up
- "I will follow up with you as soon as the issue is resolved."
- "Please feel free to contact me directly if you have any further concerns."
- "We appreciate your patience, and we will keep you updated on the progress."

5.4 Practical Exercises

1. Role-Playing Scenarios : Divide students into pairs or groups and assign roles for various
guest complaint scenarios. Encourage students to practice using the expressions provided to
handle the complaints effectively.
2. Case Studies : Present real-life guest complaint case studies and ask students to analyze the
situations and suggest appropriate responses using the expressions learned.
3. Mock Customer Service Interactions : Arrange simulated customer service interactions where
students take turns playing the role of the customer and the service provider. Provide feedback on
their use of expressions and problem-solving skills.
4. Role of Body Language : Discuss the importance of non-verbal communication, such as
maintaining eye contact, using a calm tone of voice, and exhibiting open body language, in
effectively resolving guest complaints.

5.5 Conclusion
By mastering the expressions and skills for handling guest complaints, students will be
better equipped to address customer issues professionally and maintain positive guest
relationships. Effective complaint resolution not only resolves immediate concerns but also
demonstrates a commitment to customer satisfaction and loyalty, which are essential for success
in hospitality and service industries. Continued practice and refinement of these skills will
further enhance students' ability to excel in customer service roles.

UNIT 6 : Housekeeping and Maintenance Requests [ Enrique]

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6.1 Introduction
In hospitality settings like hotels and restaurants, effective communication regarding
housekeeping and maintenance requests is essential for ensuring guest satisfaction. This chapter
will focus on vocabulary and phrases related to making housekeeping and maintenance requests,
equipping learners with the language skills necessary to convey their needs clearly and politely.

6.2 Learning Objectives

1. Expand vocabulary related to housekeeping and maintenance requests.
2. Learn common phrases and expressions used when making requests in hospitality contexts.
3. Develop the ability to communicate housekeeping and maintenance needs effectively and
courteously.

6.3 Vocabulary and Expressions

1. Housekeeping Requests
- "Could you please tidy up my room?"
- "I require fresh towels and toiletries."
- "Is it possible to make the bed and change the linens?"
- "Could you vacuum the carpet and empty the trash bins, please?"
2. Maintenance Requests
- "There appears to be a leak in the bathroom sink."
- "The air conditioner in my room is malfunctioning."
- "I'm experiencing issues with the TV remote control."
- "The light bulb in the hallway needs replacing."
3. Polite Phrases for Making Requests
- "Excuse me, could you assist me with..."
- "I would greatly appreciate it if you could..."
- "Could you please take care of..."
- "Thank you for your attention to this matter."
4. Confirming Receipt of Requests
- "Thank you. I'll attend to it immediately."
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- "Your request has been noted, and we will address it promptly."

- "I will inform the relevant department right away."
- "We apologize for the inconvenience and will resolve the issue as soon as possible."

6.4 What is maintenance

Maintenance or maintenance is all activities related to maintaining equipment systems in
working condition. Of course, this makes us aware that maintenance tasks are not easy.
The basic thing that usually must be done is to apply and improve preventive
maintenance and increase repair capabilities or speed. However, maintenance tasks are not only
that, the following are other tasks of maintenance
1. Responsibilities of Hotel Maintenance Staff
Hotel maintenance tasks are more towards responsibility for managing services and
processes that support core business. They ensure the safety of all staff and guests within the
building boundaries, and they are also responsible for improving energy efficiency and reducing
operating costs. They protect the integrity of the building through maintenance: Building
structure
Hotels are becoming more environmentally friendly and this is driven by the maintenance
department (including walls, ceilings, and floors); AC, water facilities, and waste disposal;
furniture, fixtures, and electrical equipment such as alarms; space management and much more.
This is a big responsibility for any hotel, and it needs to have the right team to ensure everything
runs smoothly.
In some cases, maintenance staff will outsource certain functions to specialists or third-
party experts, however, the Maintenance Manager still plays a role in overseeing the operations
of third-party suppliers.
Hotels are becoming more environmentally friendly and this is driven by the maintenance
department seeking more energy-efficient procedures and equipment, as well as best practices.
Because many energy-saving resources need to be changed or installed by the maintenance team,
they come up with new and innovative ways to reduce costs and increase efficiency every year.
2. Qualifications of Hotel Maintenance Staff
Maintenance team members from interns to responsible managers must have appropriate
qualifications in relevant engineering fields, considering that hotel maintenance tasks are not
easy and quite complex.
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Maintenance staff need hospitality qualifications to truly understand the hotel business
and the needs of guests and staff at the hotel. In addition to being friendly, good maintenance
staff or maintenance staff have the following skills:
• Project management skills
• Research skills coupled with excellent IT skills
• Procurement and negotiation skills
• Time management and multitasking skills
• Flexible and innovative approach to work
• Problem-solving skills
From the above review, it can be imagined that maintenance tasks are not easy and
complex. Therefore, it requires quality human resources with many skills to be able to become
good maintenance staff.
If you find it difficult to find maintenance staff, another solution is right in front of you,
namely by using the services of HES.
HES is the best cleaning service provider in Jakarta with more than 17 years of
experience covering comprehensive Facilities Service such as Cleaning Service, Hygiene
Service, Pest Control, and General Cleaning for Office Buildings, Shopping Centers, Hospitals,
Hotels, Apartments, Banks, Schools, Factories, Entertainment, Restaurants, etc.
In addition, HES also provides front line, room attendants, operators who are equipped
with adequate training and through a strict recruitment process.
To be able to use the services of HES, the method is very easy. You just have to go to the
official website of HES and contact the contacts provided there.

6.5 Practical Exercises

Housekeeping and Maintenance Requests Test

 Section 1: Role-Playing Scenarios

Instructions: Divide into pairs or groups. One student will act as the guest, and the other will act
as the staff member. Use the vocabulary and expressions provided to role-play the following
scenarios. Switch roles after each scenario.
1. Scenario: A guest in a hotel room notices that the air conditioner is not working properly.
The guest calls the front desk to report the issue.
2. Scenario: A guest in a restaurant spills coffee on the tablecloth and requests assistance
from a staff member to clean it up
3. Scenario: A guest staying in a hotel room requests fresh towels and toiletries from
housekeeping.
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 Section 2: Writing Practice

Instructions: Write down your own housekeeping or maintenance requests using the vocabulary
and expressions learned. Focus on clarity and politeness.
1. Write a housekeeping request for your hotel room, asking for the bed linens to be
changed and the room to be cleaned.
2. Write a maintenance request for your apartment, reporting a leak in the kitchen sink.
 Section 3: Listening Comprehension

Instructions: Listen to the audio recordings or watch the videos of guests making housekeeping
and maintenance requests. Summarize the requests you heard, focusing on key vocabulary and
expressions.

 Section 4: Real-Life Situations

Instructions: Participate in simulated scenarios where you act as a guest and a staff member. Use
the vocabulary and expressions learned to make and respond to housekeeping and maintenance
requests.
1. Scenario: You are a guest in a hotel room and notice that the bathroom light is not
working. Request assistance from the front desk staff.
2. Scenario: You are a staff member at a restaurant, and a guest informs you that there is a
stain on their tablecloth. Offer to clean it up and provide a replacement if necessary.
This test evaluates students' ability to effectively communicate housekeeping and maintenance
requests in various situations, demonstrating their understanding of the vocabulary and
expressions covered in the lesson.

UNIT 7 : Food and Beverage Services [ Ewin]

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7.1 Understanding Food and Beverage Service

Food and beverage service is a department in hotels which is responsible for providing food
and various drinks to customers who visit the hotel. This kind of service is usually found in types
of businesses such as restaurants, hotels, cafes, bars, etc. The duties of journalists who work in
hotels and the like have several tasks, the aim of which is to serve guests who come to visit and
ensure that customers or guests get a satisfying eating and drinking experience. Below is a
description of several things you need to understand when working as a food and beverage
service.

7.2 Purpose
The main goal of food and beverage service is to ensure that visiting guests get a memorable
food and beverage experience and impress guests after visiting the hotel.

7.3 Types of food and beverage companies

1. Restaurant
Restaurants can be luxurious places to eat that offer various types of high to middle class food,
so it is not surprising that the prices of the food offered are quite expensive. However, quality
and cleanliness are guaranteed and service is also good, so customer comfort is a priority.
2. Hotels
Hotel services include various variants such as room service, food and beverage service,
community service, and bar. Upscale hotels often provide a variety of dining options ranging
from casual restaurants to fine dining.
3. bars
Bar service usually focuses on alcoholic beverages, but often serves snacks. Service styles can
also vary from table service to counter service.
1. type of service
Buffet service: Guests are welcome to take their own food and drinks to the guest table
Table service: the waiter will bring various types of food and drinks that have been ordered by
guests and deliver them to the guest's table
Room service: food and drinks delivered directly to the guest's room (usually in hotels)
Cafeteria service: guests take food and drinks from the counter and after that the guest will pay
to the cashier.
2. ethics and professionalism
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Appearance: employees who work in hotels providing food and beverage services generally
always dress neatly like employees, maintaining personal hygiene in the workplace.
Good communication: good communication is the key to smooth work, especially in food and
beverage service, and listening carefully when given directions by superiors, such as managers or
hotel leaders.
The attitude of a hotel employee: food beverage must have a good attitude in serving guests who
order food and drinks.
3. service procedures
A hotel food beverage employee must have a good attitude in serving guests who order food
and drinks.
Welcoming guests who come always greet guests with a friendly smile and say welcome.
Offer a menu: provide a menu list to guests and explain several advantages of each menu offered.
Record guest orders, write down all orders and ensure that no orders are missed. Serving food
and drinks, delivering food to guests according to the room or table number where the guest is
sitting.
Complete payment: handle transactions as efficiently and accurately as possible, guests will pay
at the hotel cashier.
Saying goodbye to guests Say goodbye to guests and don't forget to give a warm smile to guests
so that the guest will be memorable.
4. special skills
There are 2 specific skills that food and beverage service employees must have
Menu knowledge: understand all items on the menu including ingredients, cooking methods and
proper food presentation.
Time Management: you must be able to manage your time well in serving guest so that no time
is wasted.

UNIT 8 : Event and Conference Services

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8.1 Purpose
Understanding the Basics of Event and Conference Services in Hotels and Restaurants
Event and conference services are a crucial part of the hospitality industry, providing venues and
support for various events ranging from corporate meetings to social gatherings. Understanding the basics
of these services involves recognizing their importance, the types of events typically hosted, and the key
elements required to ensure their success.

Importance of Event and Conference Services

Hotels and restaurants often serve as prime locations for events and conferences due to their
facilities, services, and strategic locations. These events can significantly enhance a hotel’s or restaurant’s
reputation and revenue. Providing exceptional event services can lead to repeat business and positive
word-of-mouth referrals.

Types of Events

1. Corporate Events: These include business meetings, seminars, workshops, and product
launches. They require a professional environment, advanced technological support, and
often include catering services.
2. Social Events: Weddings, birthday parties, and anniversaries fall under this category.
These events typically require personalized decorations, catering, and sometimes
entertainment.
3. Conferences and Seminars: These are larger gatherings that may span multiple days,
requiring extensive planning, coordination, and facilities like breakout rooms, audiovisual
equipment, and accommodation for attendees.
4. Banquets and Receptions: These are formal events often associated with celebrations or
awards. They require careful planning of menus, seating arrangements, and possibly
entertainment.

Key Elements of Successful Event and Conference Services

1. Planning and Organization: Successful events require detailed planning, including

creating a checklist, budget management, and timeline development. Every aspect, from
venue selection to menu planning, must be carefully coordinated.
2. Communication with Clients: Understanding client needs and preferences is crucial.
Initial consultations, regular updates, and flexibility to accommodate changes ensure
client satisfaction.
3. Coordination with Teams and Suppliers: Effective communication and collaboration with
internal teams (such as catering and housekeeping) and external suppliers (such as florists
and entertainers) are essential for smooth execution.
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4. On-the-Day Management: The day of the event requires meticulous coordination. Staff
must be prepared to handle last-minute changes, troubleshoot issues, and ensure
everything runs seamlessly.
5. Post-Event Follow-Up: Gathering feedback from clients and guests helps improve future
services. It’s also an opportunity to thank clients and encourage future bookings.

Practical Example
Consider a hotel hosting a corporate seminar:

 Planning: The hotel’s event manager meets with the corporate client to understand their
requirements, including the number of attendees, technological needs, and catering
preferences. A detailed plan is created, outlining all aspects of the seminar.
 Communication: Regular updates are provided to the client, and any changes or special
requests are promptly addressed.
 Coordination: The event manager coordinates with the hotel’s AV team to ensure all
equipment is set up and tested. The catering team prepares a suitable menu for coffee
breaks and lunch.
 On-the-Day Management: The event manager is on-site to oversee the seminar, address
any technical issues, and ensure that the schedule is followed.
 Post-Event Follow-Up: After the seminar, feedback is collected from the client, and any
suggestions for improvement are noted for future events.

Mastering Vocabulary and Phrases Commonly Used in Event Planning and Execution
To effectively plan and execute events, it’s crucial to master specific vocabulary and phrases
commonly used in this field. This knowledge ensures clear communication with clients, team members,
and suppliers, leading to successful event management.

Key Vocabulary and Phrases

1. Venue: The location where the event will take place. Example: “Have you decided on
the venue for the conference?”
2. Catering: The provision of food and beverages at an event. Example: “We need to
finalize the catering menu for the wedding reception.”
3. Itinerary: A detailed schedule of the event’s activities. Example: “Please review the
itinerary and let me know if any changes are needed.”
4. RSVP: An acronym for “Répondez s’il vous plaît,” meaning “Please respond.” It’s a
request for guests to confirm their attendance. Example: “The RSVP deadline for the
gala dinner is next Friday.”
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5. Audiovisual (AV) Equipment: Equipment such as microphones, projectors, and

speakers used during events. Example: “The AV team will set up the microphones and
projectors before the seminar starts.”
6. Banquet: A formal meal with several courses, often part of a larger event. Example:
“The banquet will be held in the grand ballroom.”
7. Delegate: A person authorized to represent others, particularly in a conference.
Example: “Each delegate will receive a welcome package upon arrival.”
8. Breakout Session: Smaller, focused sessions that are part of a larger conference.
Example: “After the keynote speech, attendees will divide into breakout sessions.”
9. Event Coordinator: The person responsible for planning and managing the event.
Example: “The event coordinator will oversee all aspects of the gala.”
10. Seating Arrangement: The plan for how guests will be seated. Example: “We need to
finalize the seating arrangement for the banquet.”
11. Theme: The central idea or concept around which an event is organized. Example:
“The theme for this year’s conference is ‘Innovation in Technology.’”
12. Logistics: The detailed organization and implementation of complex operations.
Example: “The logistics team will handle transportation and accommodation for the
speakers.”
13. Keynote Speaker: The main speaker at an event. Example: “We are excited to
announce the keynote speaker for our conference.”
14. Registration Desk: The place where attendees check in and receive materials for the
event. Example: “Please ensure the registration desk is staffed and ready by 8 AM.”
15. Backdrop: A large screen or wall behind the stage, often used for branding or thematic
purposes. Example: “The backdrop should display the company’s logo prominently.”
16. Floor Plan: A diagram showing the layout of the event space. Example: “Review the
floor plan to ensure all booths are correctly placed.”
17. MC (Master of Ceremonies): The host or presenter of the event. Example: “The MC
will introduce the speakers and keep the program on schedule.
18. Attendee: A person who attends the event. Example: “Each attendee will receive a
name badge and program booklet.”
19. Feedback Form: A questionnaire for gathering participants’ opinions about the event.
Example: “Distribute feedback forms at the end of the seminar to collect attendees’
thoughts.”
20. Setup and Teardown: The process of arranging the event space before the event and
dismantling it afterward. Example: “We need volunteers for setup and teardown.”

8.2 Meaning
Event and Conference Services in Hospitality
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Event and conference services refer to the management and delivery of events, meetings, and
conferences within the hospitality sector. These services are essential for hotels and restaurants that aim to
host various functions, from corporate gatherings to social celebrations.
Definition: Event and conference services encompass planning, organizing, and executing events of all
sizes and purposes. This includes managing logistics, coordinating with different departments, and
ensuring that the event meets the client’s expectations.
Importance: These services are vital to the hospitality industry as they contribute significantly to revenue
generation and customer satisfaction. They also enhance the establishment’s reputation as a versatile
venue capable of handling diverse events. Moreover, well-executed events can lead to repeat business and
positive word-of-mouth, which are invaluable for the hotel’s or restaurant’s success.

8.3 History
Evolution of Event and Conference Services in Hospitality
The event and conference services within the hospitality industry have undergone significant
transformation over the years. Initially, these services were straightforward, focusing on providing space
for meetings and events. However, as guest expectations have evolved, so have the services offered by
hotels and restaurants. The shift has been towards creating more experiential and immersive events that
offer unique and personalized experiences.
Professional event planners have become integral to this evolution, bringing their expertise to
craft memorable moments through creative themes, innovative venue selections, interactive activities, and
curated menus. Additionally, technology has played a pivotal role in transforming event planning and
management, with tools like online registration platforms, mobile event apps, and virtual event solutions
streamlining processes and enhancing communication.
Latest Trends in Event and Conference Services

1. Hybrid Events: The rise of hybrid events combines in-person experiences with virtual
components, allowing for broader reach and flexibility.
2. Technology Integration: Event spaces are incorporating advanced technologies like
interactive digital signage and smart TVs to enhance guest engagement and provide
dynamic, productive environments.
3. Sustainability: There’s a growing emphasis on eco-friendly practices in event planning,
such as reducing waste and carbon footprint and using locally sourced ingredients.
4. Personalization: Tailoring events to individual preferences and creating transformational
experiences are becoming more common.
5. Data-Driven Decisions: Collecting and analyzing data during and after events to improve
future planning and prove ROI is gaining importance.
6. Investment in Event Technology: There’s an increasing investment in technology to
support various event formats and integrate seamlessly with other systems for strategic
success.
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These trends reflect a commitment to delivering exceptional hospitality experiences that meet the
changing needs and expectations of guests. The industry continues to innovate, ensuring that event and
conference services remain a vital part of the hospitality sector.

8.4 Characteristic
Key Features of Event and Conference Services
Event and conference services in the hospitality industry are characterized by several distinctive features:

1. Comprehensive Planning: This involves meticulous organization and attention to detail,

from the initial concept to the final execution.
2. Professional Management: Skilled professionals manage the logistics, coordinate with
vendors, and ensure seamless operations.
3. Customization: Services are tailored to meet the specific needs and preferences of each
client, ensuring a unique and personalized experience.
4. Technology Integration: Modern events incorporate technology for registration,
communication, and engagement, enhancing the overall experience.
5. Quality Catering: Providing exceptional food and beverage options is crucial for guest
satisfaction and the event’s success.
6. Networking Opportunities: Events are designed to facilitate connections among
attendees, often through structured activities or social spaces.

Specific Requirements for a Successful Event

For an event to be successful, certain requirements must be met:

1. Clear Objectives: Define the purpose and goals of the event to guide all planning
decisions and measure success.
2. Budget Management: Develop a detailed budget that accounts for all potential expenses
and revenue sources.
3. Venue Selection: Choose a venue that aligns with the event’s objectives and
accommodates the needs of attendees.
4. Engagement Strategy: Create a plan to engage attendees before, during, and after the
event to maintain interest and participation.
5. Risk Management: Anticipate potential issues and have contingency plans in place to
address them promptly.
6. Feedback Mechanism: Implement a system to collect feedback from participants to
improve future events.
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8.5 Types
 Corporate Events (Meetings, Seminars): These are professional events aimed at business
purposes, such as discussing company matters, training employees, or sharing
knowledge. They often take place in conference rooms or convention centers and require
facilities for presentations and networking.
 Social Events (Weddings, Birthday Parties): These gatherings are personal celebrations
marking special occasions like marriages or birthdays. They are typically festive, with a
focus on entertainment, dining, and social interaction among guests.
 Academic Conferences: These events bring together scholars and researchers to discuss
academic work, present papers, and collaborate on research topics. They usually occur in
educational institutions or venues that cater to large groups and provide space for lectures
and discussions.
 Receptions and Banquets: These are formal events often associated with celebrations,
ceremonies, or official welcoming of guests. They involve dining, speeches, and
sometimes entertainment, held in a banquet hall or similar setting.

8.6 Status
 Internal Events: These are events managed and hosted by the hotel itself. They might
include hotel-sponsored galas, employee training sessions, or promotional events. The
hotel uses its own staff and resources to plan, organize, and execute these events,
ensuring that guests experience the venue’s quality service firsthand.
 External Events: External events are those managed by outside parties or third-party
planners. These could be weddings, corporate meetings, or conferences where the event
organizer rents the hotel’s space and services. While the hotel provides the venue and
some services, the overall management and details are handled by the external organizer.

8.7 Structure
 Event Manager: The leader of the team, responsible for overall event vision, strategy, and
execution. They oversee all aspects of the event, from initial planning to post-event
evaluation.
 Event Coordinator: Assists the event manager by handling logistical details, coordinating
schedules, and ensuring that each component of the event runs smoothly.
 Creative Director: Focuses on the event’s design, theme, and aesthetic elements. They
work to create a memorable atmosphere and visual experience for attendees.
 Marketing and Communications Specialist: Manages the promotion of the event,
including advertising, social media, and public relations to attract attendees and engage
the audience.
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 Catering Manager: Oversees food and beverage services, ensuring quality and efficiency
in meal planning, preparation, and service.
 Technical Director: Handles all technical aspects, such as lighting, sound, and video,
ensuring that the event has the necessary technical support.
 Logistics Coordinator: Manages transportation, accommodation, and on-site logistics for
attendees, speakers, and VIPs.
 Vendor Coordinator: Works with external suppliers and vendors, such as decorators,
entertainers, and equipment rentals, to fulfill the event’s needs.
 Volunteer Coordinator: Recruits and manages volunteers, assigning roles and
responsibilities to support the event staff.
 Finance Officer: Manages the budget, tracks expenses, and handles financial transactions
related to the event.

8.8 Feedback
Factors Affecting Guest Impressions
Guest impressions in the hospitality industry are influenced by several factors:

1. Personalized Attention: Guests appreciate when services are tailored to their specific
needs and preferences.
2. Efficient Service: Prompt and efficient service delivery is crucial for a positive
impression.
3. Cleanliness: A clean environment is essential for guest comfort and satisfaction.
4. Ambiance: The overall atmosphere of the establishment, including decor and mood, plays
a significant role.
5. Health and Safety: Guests value their health and safety, especially in today’s context.

Measuring Guest Satisfaction

To measure guest satisfaction, hospitality businesses can use various methods:

 Surveys: Post-stay surveys with questions about different aspects of the guest’s
experience are common.
 Net Promoter Score (NPS): This metric asks guests to rate the likelihood of
recommending the hotel to others.
 Online Reviews and Ratings: Monitoring reviews on platforms like Google and
TripAdvisor provides insights into guest satisfaction.
 Repeat Guest Rate (RGR): A high rate indicates that guests are satisfied and willing
satisfaction.
 Average Length of Stay (ALOS): A longer stay can suggest that guests enjoy the hotel’s
offerings.
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8.9 Conclusion
Cap of Key Points

a. Event and Conference Services: These services involve the organization and
management of various events within the hospitality industry, tailored to meet the
needs of different occasions.
b. Evolution and Trends: The services have evolved to include more personalized
and technology-driven experiences, with current trends focusing on hybrid events,
sustainability, and data-driven planning.
c. Key Features: Successful event services are characterized by comprehensive
planning, professional management, customization, quality catering, and
networking opportunities.
d. Requirements for Success: Clear objectives, budget management, strategic venue
selection, engagement strategies, risk management, and feedback mechanisms are
essential for a successful event.
e. Types of Events: Events range from corporate meetings and seminars to social
events like weddings, academic conferences, and formal receptions.
f. Ownership Status: Events can be internal, managed by the hotel itself, or external,
managed by third-party organizers.
g. Team Structure: A diverse team with roles like event manager, coordinator, and
technical director work together to execute events.
h. Guest Impressions: Personalized attention, efficient service, cleanliness,
ambiance, and safety are key factors that influence guest impressions.
i. Measuring Satisfaction: Surveys, NPS, online reviews, RGR, and ALOS are tools
used to measure guest satisfaction.

Importance of Event and Conference Services

Event and conference services are crucial for the hospitality industry as they significantly
contribute to the establishment’s revenue and reputation. These services provide venues with the
opportunity to showcase their capability to host and manage diverse events, which can lead to increased
customer loyalty and attract new business. Moreover, successful events enhance the guest experience,
leading to positive reviews and recommendations. In essence, event and conference services are not just
about hosting events; they’re about creating lasting impressions and relationships with guests.

8.10 Question (Latihan, Studi Kasus)

Practical Exercises Based on Real-Life Scenarios
Practical exercises are designed to simulate real-world situations that professionals in the event
and conference services industry might encounter. These exercises help trainees develop problem-solving
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skills, adaptability, and a deeper understanding of the intricacies involved in event management. Here are
some examples:

1. Role-Play Scenarios: Trainees act out roles in a simulated event scenario, such as dealing
with a last-minute change in the event schedule or handling a difficult client request. This
helps them practice communication and decision-making skills in a controlled
environment.
2. Crisis Management Drills: Participants are presented with a crisis, such as a vendor not
showing up or a power outage, and must work together to find a solution while
minimizing the impact on the event.
3. Customer Service Simulations: Trainees respond to various customer inquiries and
complaints, aiming to resolve issues while maintaining high levels of customer
satisfaction.

Case Studies for Analysis and Problem-Solving

Case studies are detailed accounts of real events that provide valuable insights into the challenges
and successes of event and conference services. They offer a retrospective analysis of what went well and
what could have been improved. Case studies to analyze and solve problems in event and conference
services:

1. Post-Event Analysis: Reviewing a past event to identify key decisions that led to its
success or failure. Trainees can discuss what they would have done differently and how
they would apply these lessons to future events.
2. Comparative Study: Examining two similar events with different outcomes. Trainees
analyze the factors that contributed to each event's success or challenges, gaining insights
into best practices.
3. Strategic Planning Exercise: Using a case study to develop a strategic plan for an
upcoming event. Trainees consider all aspects, including budgeting, marketing, and risk
management, to create a comprehensive event plan.