Ningrum, Dita Ayu (2024) DESIGNING A FRONT OFFICE MODULE FOR PADMA HOTEL SEMARANG WITH PRACTICE VIDEOS. Undergraduate thesis, Universitas Diponegoro.

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Abstract

In the hospitality industry, especially in luxury five-star hotels, smooth and effective
communication is highly prioritized to ensure guest satisfaction. At Padma Hotel
Semarang, English proficiency within the Front Office Department is crucial due to
frequent interactions with international guests. However, daily workers and trainee in this
department often encounter challenges in effective communication, particularly in
grammar, everyday conversation, and English fluency. This study aims to create a front
office module titled Brilliance: A Front Office Module. The module was developed using
the Research and Development (R&D) method by Borg and Gall. It includes conversation
practice displayed in video format, QR codes to access these videos, a glossary, and tailored
guidelines for front office situations. Testing revealed that the module received positive
feedback regarding its design, ease of use, and relevance, with an average total score of
3.75, placing it in the "excellent" category. This module has proven effective in helping
daily workers and trainee improve their communication skills, which is expected to
enhance their service quality and support better interaction with international guests at
Padma Hotel Semarang.
Keywords: Padma Hotel Semarang, Front Office Department, English Proficiency and
Fluency

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