Rahmawati, Fira Ayu (2024) CREATING A FRONT OFFICE MODULE WITH PRACTICE VIDEOS FOR PADMA HOTEL SEMARANG. Undergraduate thesis, Universitas Diponegoro.

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Abstract

Padma Hotel Semarang is a five-star hotel located in the foothills of Ungaran Mountain.
The hotel offers luxury accommodations and high-quality services. It welcomes not only
domestic guests, but also international guests. Therefore, its Front Office Department
interacts frequently with international guests, which makes English proficiency and fluency
essential for the staff to deliver exceptional service and maintain guest satisfaction.
However, the daily workers and trainees in the Front Office Department lack the skills to
communicate in English. It impacts their ability to provide clear information and effectively
respond to guest needs. Therefore, the purpose of this study is to address this language
barrier problem by developing a front office module for Padma Hotel Semarang. The study
utilized the Research and Development (R&D) method by Borg and Gall to create a module
titled “Brilliance: A Front Office Module” which contains comprehensive learning units,
practice videos, and a glossary, with digital access to the practice videos provided through
scannable QR codes. Observation, interviews, documentation, and questionnaires were
utilized to gather data and assess the effectiveness of the module in improving the English
communication skills of the daily workers and trainees of the department. Subsequent to
testing the module on the daily workers and trainees, results indicated that the module is
effective and suitable for use in enhancing English proficiency and fluency, as well as
operational communication skills of the Front Office Department in Padma Hotel
Semarang.
Keywords: Padma Hotel Semarang, Front Office Department, English Proficiency and
Fluency, Front Office Module

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