Hanifa, Fakhriya Faya (2025) Conversation Video Series: A Guide to Improve Front Office Interaction Skills. Undergraduate thesis, Universitas Diponegoro.

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Abstract

Internships are an important interface between academic theory and real world practice, especially for Applied Foreign Language students who are about to enter the world of work. Through the author's 6 months of internship experience in the hospitality industry, students will acquire essential skills such as problem solving, communication, and service excellence that are much needed for professional readiness. With the creation of the conversation guide video designed by the author, it is aimed at the Applied Foreign Language students Class of 2022 who will or are
interested in doing an internship in the Front Office department in the hospitality industry. This video aims to improve the communication skills of applied foreign language students in real work scenarios, including handling guest complaints and
understanding standard operating procedures (SOPs). The development results show that the video media produced meet the eligibility criteria according to material experts, media experts, and student responses in the “very suitable” category. This media
presents real situations in the Front Office work environment with communicative language and engaging visuals. The implementation of the media also showed an increase in students' learning motivation and speaking skills in English.

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