Pantu, Annisa Aulia Rahman (2021) IMPROVING SERVICE QUALITY OF éL HOTEL ROYALE JAKARTA WITH ENGLISH PROFICIENCY QUALIFICATION. Diploma thesis, Universitas Diponegoro.

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Abstract

éL hotel royale Jakarta is a 4-star hotel located at Kelapa Gading, North Jakarta. This
hotel located in commercial area making the hotel become a destination to stay for foreign
tourists. Having ability in English skill is one way to improve services, especially to foreign
tourists. English skill is needed for éL hotel employee to communicate with foreign tourists
and give the service they want. Based on observation during internship at éL hotel royale, not
all employees are fluent in English. There were several writing errors in manual daily report
and communication difficulties in handling complain. Therefore, to minimize employees who
are lack to understand English, English proficiency qualification is needed in the recruitment
process. The only problem in recruitment process was there was no standardization in
English proficiency assessment. The writer gives table of questions as the recommendation in
standardization English assessment. In one recruitment selection phase, employees with
English competence were obtained. This standardization helps to sorting prospective
employees who are at least able to speak and understand English.
Keywords: English proficiency qualification, standardization, service quality

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