THE ACTIVITY OF TOUR PREPARATION SUBDIVISION

IN KUSUMA INDAH TOUR AND TRAVEL

A REPORT OF INTERNSHIP PROGRAM

by
Azizah Sri Hindayati
F31150418

ENGLISH STUDY PROGRAM

LANGUAGE, COMMUNICATION AND TOURISM DEPARTMENT
POLITEKNIK NEGERI JEMBER
2018
 THE ACTIVITY OF TOUR PREPARATION SUBDIVISION
IN KUSUMA INDAH TOUR AND TRAVEL

A REPORT OF INTERNSHIP PROGRAM

Presented as one of the requirements for the completion of the study in

A-Three-Year Program at the English Study Program
Language, Communication and Tourism Department
Politeknik Negeri Jember

by
Azizah Sri Hindayati
F31150418

ENGLISH STUDY PROGRAM

LANGUAGE, COMMUNICATION AND TOURISM DEPARTMENT
POLITEKNIK NEGERI JEMBER
2018

ii
THE MINISTRY OF RESEARCH, TECHNOLOGY AND HIGHER EDUCATION
POLITEKNIK NEGERI JEMBER

AN APPROVAL SHEET

THE ACTIVITY OF TOUR PREPARATION SUBDIVISION

IN KUSUMA INDAH TOUR AND TRAVEL

Azizah Sri Hindayati

F31150418

Approved on: September 11, 2018

The Board of Internship Program

Field Supervisor, Supervisor,

Putra Dwi Adies Kusuma Agus Setia Budi, SPd., M.Pd

NIP. 19740630 200212 1 001

Endorsed by,
The Chair of Language, Communication and Tourism Department

Siti Aisyiyah S.Pd., M.Pd

NIP. 19770427 200212 2 003

iii
 ACKNOWLEDGEMENT

Internship Program is the best opportunity for the students to use their
educational/theoretical knowledge and learn practical knowledge in and of the
field.
During preparation of this report, I owe my sincere thanks to many great
persons who helped and supported me during preparation of this project report. I
would like to have special mention of the following.
1. Dr. Ir. Nanang Dwi Wahyono, M.M., as the Director of Politeknik
Negeri Jember who endorsed this internship report.
2. Mrs. Siti Aisyiyah, S.Pd., M.Pd. as the Chair of Language,
Communication and Tourism Department who approved this internship
report.
3. Mrs. Enik Rukiati S.Pd., M.Pd as the Head of English Study Program
who approved this internship report.
4. Mrs. Titik Ismailia, S.Pd., M.Pd as the Cordinator of Internship
Program who facilitated me in connecting to the company.
5. Mr. Agus Setia Budi, S.Pd., M.Pd as the Supervisor who gave me the
best advice that I needed to finish this report.
6. Mr. Putra Dwi Adies as the Director and Field Supervisor of Kusuma
Indah Tour and Travel who let me did Internship Program in there.
Finally, I appreciated all suggestion and other contributions to make this
report done. I hope this internship report could give benefit for all of students who
will conduct the internship program at Tour and Travel Agency.

Jember, September 11, 2018

Azizah Sri Hindayati

F31150418

iv
 SUMMARY

The Activity of Tour Preparation Subdivision in Kusuma Tour and Travel,

Azizah Sri Hindayati, F31150418, 2018, 36 pages, Language, Communication
and Tourism Department, Politeknik Negeri Jember, Agus Setia Budi, S.Pd.,
M.Pd. (Supervisor) and Putra Dwi Adies Kusuma (Field Supervisor).

Tour and Travel Agency is a business entity that provides a complete

service to someone who wants to make a trip or traveling. It gives the several
services, such as transportation, accomodation, consumption, tour package
offered, etc. One of the Tour and Travel Agency which can help the customer to
get their travelling successfully is Kusuma Indah Tour and Travel
Kusuma Indah Tour and Travel was established in May 25, 2014. It is
located on Jl. Santana number 06 Patokan, Situbondo Regency. It has several
division. They are marketing, finance and operational division. Kusuma Indah
Tour and Travel also has services such as tour package, international and
domestic airline ticket, hotel reservation and transportation booking.
The writer has did the internship program in Kusuma Indah Tour and
Travel for two months. It has started March 12 until May 23, 2018. The writer got
some experiences in the three subdivisions while conducting the internship
program in Kusuma Indah Tour and Travel. They are promotion subdivision, tour
preparation subdivision and tour operational subdivision.
In conducting the intership program in Kusuma Indah Tour and Travel, the
writer assigned in tour preparation subdivision. In tour preparation subdivision,
the writer assigned to make tour itinerary, handle trip reservation and handle
technical meeting with customer for purpose in preparing the tour.
In doing an internship program at Kusuma Indah Tour and Travel, the
writer got so many new experiences in the real work. It was a good chance to the
student of English Study Program of Politeknik Negeri Jember. This internship
program made the writer could apply several subject that she got during the study,
especially English for Tour and Travel.

v
 TABLE OF CONTENT

Page

ENTITLE .......................................................................................... ii

APPROVAL SHEET ....................................................................... iii

ACKNOWLEDGEMENT ............................................................... iv

SUMMARY ..................................................................................... v

TABLE OF CONTENT .................................................................. vi

LIST OF APPENDICES ................................................................ ix

CHAPTER 1. INTRODUCTION .................................................. 1

1.1 Background ........................................................ 1

1.2 Objective ............................................................. 2

1.2.1 General Objectives ........................................... 2

1.2.2 Specific Objectives ........................................... 2

1.3 Significances ....................................................... 2

1.3.1 For the Writer ................................................... 2

1.3.2 For English Study Program .............................. 3

1.3.3 For Students English Study Program ............... 3

1.3.4 For Kusuma Indah Tour and Travel ................. 3

1.4 Location and Time of the Internship

Program ............................................................. 3

CHAPTER 2. REVIEW OF LITERATURE ............................... 4

2.1 Profile of Company............................................. 4

2.2 Vision ................................................................... 4

2.3 Mission ................................................................. 4

2.4 Organizational Structure ................................... 5

vi
 2.4.1 Director ............................................................. 5

2.4.2 Marketing Manager .......................................... 5

2.4.3 Finance Manager .............................................. 6

2.4.4 Operational Manager ........................................ 6

2.5 The Company Services ....................................... 6

2.5.1 Tour Package .................................................... 7

2.5.2 International and Domestic Airline Ticket ....... 7

2.5.3 Hotel Reservation ............................................. 7

2.5.4 Transportation Booking .................................... 8

CHAPTER 3. GENERAL ACTIVITIES DURING THE

INTERNSHIP PROGRAM .................................. 9

3.1 Activities in Promotion Subdivision ................. 9

3.1.1 Developing the Promotion Media .................... 9

3.1.2 Promotion the Company’s Product and Service

Through Printed or Electric Media .................. 9

3.2 Activities in Tour Preparation Subdivision .... 10

3.2.1 Making Tour Itinerary ...................................... 10

3.2.2 Handling Trip Reservation ............................... 10

3.2.3 Giving Tour Information to the Customers ...... 10

3.3 Tour Operational Subdivision ........................... 10

3.3.1 Handling Clients Needs During Tour ............... 10

3.3.2 Handling Chech In-Check Out Procces in

Hotel and Tourism Object ................................ 10

3.3.3 Giving Direction to Clients Depent on the

Itinerary ............................................................ 10

vii
CHAPTER 4. TOUR PREPARATION SUBDIVISION

ACTIVITIES .......................................................... 11

4.1 General Information ........................................ 11

4.1.1 The General Activities in Tour Preparation
Subdivision ....................................................... 11
4.2 Expertise Learns ................................................ 11
4.2.1 Making Tour Itinerary ..................................... 12
4.2.2 Handling Trip Reservation .............................. 13
4.2.3 Giving Tour Information to the Customer ...... 14
4.2.4 Other Activity .................................................. 14
CHAPTER 5. CONCLUSION AND SUGGESTION .................. 17

5.1 Conclusion ......................................................... 17

5.2 Suggestions ........................................................ 17

5.2.1 For Kusuma Indah Tour and Travel ................ 17

5.2.2 For English Study Program ............................. 18

APPENDICES ................................................................................. 19

viii
 LIST OF APPENDICES

Appendix 1. Summary of the Daily Journal During the Internship

Program ........................................................................ 19
Appendix 2. Organizational Structure................................................ 25
Appendix 3. Example of the Tour Itinerary ....................................... 26
Appendix 4. Photo of Activities ......................................................... 29

ix
 CHAPTER 1. INTRODUCTION

1.1 Background
Indonesia is the world’s 14th largest country in the terms of land area and
the 7th largest in the terms of combined sea and land area. It is an exotic country
that rich and lives by the diversity in terms of culture, ethnicities and language.
This diversity becomes an opportunity for Indonesia in developing the
tourism sector. So, it is necessary a business entity. It is a Tour and Travel
Agency that aims to explore and develop the potential of Indonesia's tourism.
Tour and Travel Agency is a business entity that provides a complete
service to someone who wants to make a trip or traveling. It is a company that
earns revenue and profits by offering and selling products and services provided
to tourists/customers. Usually, the services that would give by Tour and Travel
Agency are included tour component such as transportation, accommodation,
consumption, tour package offered, payment procedure, etc. One of the Tour and
Travel Agency which can help the customer to get their travelling successfully is
Kusuma Tour and Travel.
Kusuma Indah Tour and Travel is one of Tour and Travel Agency in
Situbondo, East java. It is located at Jl. Santana number 06 Patokan, Situbondo
regency. Kusuma Indah Tour and Travel has been establish since 2014 until now.
So, Kusuma Indah Tour and Travel has a lot of experience in tourism world at
least for five years. Kusuma Indah Tour and Travel also gives the best service and
price for their product and professionally be a trusted tour and travel agency in
East java.
Kusuma Indah Tour and Travel divides the management into 3 divisions to
giving shape of professionality. They are General Affair Division, Marketing
Division and Operational Division. General Affair Division consists of
Accounting staff and Finance staff. Marketing Division consist of sales executive
and Tour quotation and Tour Planner staff. Then, Operational division consists of
tour preparation staff and tour operational staff.

1
 2

In being tour preparation staff has been chosen by the writer to apply the
skill which has been gotten from Politeknik Negeri Jember in Language,
Communication and Tourism Department. In Tour Preparation Subdivision, the
writer learned how to make reservation in hotel and accomodation and how to
learn arranging appropriate tour itinerary.

1.2 Objectives
The Internship program at Kusuma Tour and Travel has several general
and spesific objective, they are:
1.2.1 General Objectives
In general, the purpose of an Internship Program is to improve the
knowledge, skill and work experience in applying the theory which has been
getting from Politeknik Negeri Jember in Language, Communication and Tourism
Department at the company. So, it could help the students to develop and improve
their working skill in their specific expertise that is not obtained from the college.
1.2.2 Specific Objectives
The spesific purpose of Internship Program were as follows:
1. To apply the skills and knowledge of students about Bureau Travel
Management (Pengelolaan Biro Perjalanan), English for Tour and Travel,
Public Speaking and Public Relation in the workplace.
2. To increase the opportunities for students to strengthen their skills and
knowledge to increase their confidence and maturity.
3. To train the critical thinking and problem solving ability of students based on
the real work condition during the internship program.
4. To increase students' understanding of the attitude of the labour in
implementing and developing certain techniques and rational reasons for
applying these techniques.
1.3 Significances
The significancess of the Internship Program were as follows:
1.3.1 For the Writer
 3

The Internship Program facilitated the writer to get new experience and
new knowledge especially in workplaces enviornment about the duty of an
employee in Tour and Travel Agency. It included the problems that would happen
in the company and the way in solving the problems.
1.3.2 For English Study Program
The internship program could facilitate the good relationship between
Politeknik Negeri Jember especially for Language, Communication and Tourism
Department with Kusuma Indah Tour and Travel. The English Study Program
provides some trainees for Kusuma Indah Tour and Travel who helped the
employee to do their job while Kusuma Indah Tour and Travel provides the
English Study Program with the information of competence that may needed for
the trainees.
1.3.3 For Students of English Study Program
The Internship Program which was conducted at Kusuma Indah Tiur and
Travel can serve as a reference for students of English Study Program who want
to do Internship Program in the future as their place for doing the Internship
Program.
1.3.4 For Kusuma Indah Tour and Travel
The Internship Program that conducted in Kusuma Indah Tour and Travel
would give some benefit to Kusuma Indah Tour and Travel. The most inportant
benefit is the management of Kusuma Indah Tour and Travel can share
knowladge of Tourism world for the trainee and it will make the trainee be able to
do kind of job in there. Then, it will improve the productivity of Kusuma Indah
Tour and Travel.
1.4 Location and Time of the Internship Program

The internship program was conducted at Kusuma Indah Tour and Travel
that located at Santana street number 06 Patokan, Situbondo Regency. The
internship program was conducted from 12th of March up to 23th of May, 2018 or
as long as 384 hours.
 CHAPTER 2. PROFILE OF ORGANIZATION

2.1 Profile of Company

Kusuma Indah Tour and Travel or KIT is one of Tour and Travel Agency
in Situbondo, East Java. It is located at Jl.Santana number 06 Patokan, Situbondo
Regency. KIT was established by two students of Jember University at 25th of
May, 2014 which located in Jl. Nias Raya number 20 Sumber Sari, Jember
Regency. It was, KIT just applying serviced for tour package. Then, after one year
KIT established, at 2015 KIT increased their service level into some general kind
tour packages such as tour packing, ticketing airlines, outbond, family gathering,
and training.
The establishment of KIT was accordance with the section of 9 in chapter
II of Indonesian Republic Government regulation No. 67/1996, some of them are:
(1) arranging and packaging of vacation and trip components. They are
accommodation, tourism object, and other tourism services; (2) making and
selling process of tour packages by distributed it into selling agent and then
directly sold to the customer; (3) supplying of tour guide service related to the
tour package; (4) supplying of tour transportation service; (5) ordering of
accommodation, restaurant, convention hall, and tourism object; (6) handling of
trip document such as passport and visa; (7) handling of religious trip.

2.2 Vision
The vision of Kusuma Indah Tour and Travel is becoming a trusted tour
and travel agent with the motto “professional, friendly and best price” as the
identity of persuit excellence in every tour program.

2.3 Mission
The mission of Kusuma Indah Tour and Travel are: (1) having a
professional, discipline and responsible resources; (2) having the expertise in
controle of tour, travel and organizer.

4
 5

2.4 Organizational Structure

The establishment of KIT can not be separated from the stakeholder. There
are 11 stakeholders where one of them is the owner of KIT. He is Mr. Putra Dwi
Adies Kusuma. Mr. Adies is also as the Director of KIT. The Director has three
subordinates. They are General Affair Manager (MI, HRD and Finance),
Marketing Manager and Operational Manager. General Affair Manager (MI, HRD
and Finance) has two subordinates. They are Accounting staff and Finance
staff/Cashier. Marketing Manager has two subordinates. They are sales executive
and Tour Planner Staff. Operational Manager has two subordinates. They are Tour
Preparation staff and Tour Operational Staff. Today, the employee of KIT are 11
staffs. Organizational Chart of KIT could be seen Appendix 2. The explanation of
the duty of each position would be explained below:
2.4.1 Director
Director is someone who lead all staff in KIT. This job was handled by
Mr. Adies. The duties of director are: (1) coordinating the all staffs and employees
in KIT; (2) controlling all operational activity; (3) managing the KIT
professionally. The responsibility of director are: (1) controlling the continuity of
the KIT; (2) improving the development of KIT; (3) arranging all operational
report of KIT to Commissioner Board. The Authority of director are: (1)
determining all kind of agreement with others company or partnership; (2)
determining every employee whether accepted or not; (3) making policy and
decision related to KIT;
2.4.2 Marketing Manager
Marketing manager is a person who has responsibility in designing a
marketing strategy in order to promote and to sell the service or product of the
company. This position was handled by Mr. Rahmat and he has three
subdivisions, those are: (1) Selling subdivision. The duties of selling subdivision
are: (a) developing market segmentation of the company’s product and service;
(b) doing cooperation with the potential customer. (2) Research and product
subdivision. The duties of research and product subdivision are: (a) developing
the product and service of the company; (b) monitoring sales activity of the
 6

product and service. (3) Promoting subdivision. The duties of promoting

subdivision are: (a) developing the promotion media; (b) arranging an event in
order to promote the product or service of the company; (c) promoting the
company’s product and service through printed or electric media.
2.4.3 Finance Manager
It is a person who has responsibility in allocating the finance both intern or
extern needs and making a note from every transaction related with accounting
report. This position was handled by Mr. Nanda and he has three subdivision,
those are: (1) Human resources subdivision. The duties of human resources
subdivision are: (a) handling job interview of new employee; (b) managing work
position of employee and monitoring the work of employee in the office. (2)
Accounting subdivision. The duties of accounting subdivision are: (a) entering the
company’s finance date; (b) making the finance report. (3) Cashier subdivision.
The duties of cashier subdivision are: (a) writing both income and outcome of the
company’s finance flow; (b) managing both finance flow in and flow out.
2.4.4 Operational Manager
It is a person who has responsibility in arranging operational plan of
ticketing, travel and tour product, managing and controlling the activity of
ticketing and tour operational and arranging standard operating procedure (SOP)
of the ticketing, travel and tour’s service. This position was handled by Mr. Yanto
and he has two subdivision, those are: (1) Tour preparation subdivision. The
duties of tour preparation subdivision are: (a) making tour itinerary; (b) handling
trip reservation; (c) giving tour information to the customers; (2) Tour operational
subdivision. It has responsibility are: (a) handling client needs during tour; (b)
handling check in-check out procces in hotel and tourism obect; (c) giving
direction to client depend on the itinerary.

2.5 The Company Services

Kusuma Indah Tour and Travel (KIT) provides tour operator and travel
agent for individual and group. Those are some services which will be described
below:
 7

2.5.1 Providing Tour Package

KIT provides travel for tour booking to some destinations such as Malang,
Surabaya, Bali, Yogyakarta, Surabaya Airport, and Bali Airport. It also provides
some tour packages for example Nusantara package. This is a traveling package to
some tour direction in Indonesia region such as Bali, Yogyakarta, Bandung,
Jakarta, Jakarta-Bandung-Yogyakarta package and Jawa Timur package.
Other package is named Special Interest package, includes Kusuma
Holiday Tour, Hiking Tour, Rafting, Gathering, and Out Bound package. The next
package is KKL/PKL package. This is tour package and fieldtrip which is done by
college students. Another package is student Tour Package. This is a tour that
took by elementary school, junior, and senior high school students. And the last
package is family package. In selling the product KIT used somemethods such as:
(1) Mail selling. This method is about sending and promoting a brochure or leaflet
to an intitution or company. This method is usually applied via post office; (2)
Tele selling. Tele selling is a method which applied by doing a conversation via
telephone between this company and the customer. Generally, this method is
addressed for the permanent customers; (3) Personal selling. In this method, we
sell tour product by send the representative from our marketing employee for
doing the meeting with the customer candidate.
2.5.2 Providing International and Domestic Airline Ticket
KIT provides online flight ticket reservation and online flight ticket
booking. It availables for all destinations in Indonesia from some Air companies
such as Garuda Indonesia, Sriwijaya Air, Citilink, and Lion Air. It also availables
for international flight ticket to almost all destinations in the world.
2.5.3 Providing Hotel Reservation
Kusuma Indah Tour and Travel provides hotel reservation such as standard
and stars hotel and even resort and cottage. It serves for booking and paying hotel
room rate. And almost all hotels in Jember, Bali, Bandung, Yogyakarta, and
Jakarta are the partner of KIT.
 8

2.5.4 Providing Transportation

Kusuma Indah Tour and Travel provides transportation booking such as
bus, mini bus, elf, and personal car. It serves booking transportation for personal
or group needed.
 CHAPTER 3. GENERAL ACTIVITIES DURING THE INTERNSHIP
PROGRAM

In this chapter, the writer explained all of her activities that she did during
internship program for two months started 12th of March until 23th of May, 2018.
The writer got different experiences in three subdivision while conducting the
internship program at Kusuma Indah Tour and Travel.

3.1 Activities in Promotion Subdivision

There are several activities in promotion subdivision. They are developing
the promotion media and promoting the company’s product and service through
printed or electric media.
3.1.1 Developing the Promotion Media
The activity in developing the promotion media is creating the new tour
product to upload on media social and the website. So, the writer learned about
how to make the right sentences of promotion in order to attract people. In this
division, the writer also learned how to promote the service or the product of the
Kusuma Indah Tour and Travel. The writer and the employee of Kusuma Indah
Tour and Travel visited to the institutions such as the school to do presentation
our product. We showed Kusuma Indah Tour and Travel’s product to the head
master and the teacher in the school. We also showed our testimonials such as
pictures when we had a tour to them.
3.1.2 Promoting the Company’s Product and Service Through Printed or Electric
Media
In promotion subdivision, the writer also learned in promoting the
company’s product and service through printed or electric media. The writer’s
activity in this subdivision is designing flyer as printed media for promoting
Kusuma Indah Tour and Travel’s product. The procedure of making flyer is
similar to making brochure. First I had to determine the content. The field
supervisor asked the content should use simple sentence and contain promotional
massage then, design the layout with computer software using Inkscape software.

9
 10

3.2 Activities in Tour Preparation Subdivision

There are several activities in tour preparation subdivision. They are
making tour itinerary, handling trip reservation and giving tour information to the
customers.
3.2.1 Making Tour Itinerary
In making tour itinerary, the writer learned how to arrange the tour
program. In arranging a tour itinerary, the writer had to collect information for
each tour destination which will be visited. It could be entrance cost, accessibility
and offered facilities. Next, the writer had to determine how many day will be
used for tour program. Then, the writer had to determine accommodation
transportation and meals. Finally, the writer arranged itinerary and calculate final
cost for each tour participant.
3.2.2 Handling Trip Reservation
In handling trip reservation, usually the writer assigned to reserve the
restaurant and order snacks for tour participants. So, the first time doing that
assignment the writer has asked the explanation from field supervisor. Based on
his explanation, to reserve the restaurant or order snack could be done one day
before the trip. I could did it by phone call reservation. So, I just made a call to the
restaurant and mention how many servings are needed without gave the down
payment. Then, in ordering the snack for tour participant, the writer went to the
bakery shop. After that, I mentioned to the shopkeeper how many boxes are
needed and gave her down payment.
3.2.3 Giving Tour Information to the Customers
In giving tour information to the customers, the writer learned how to
handle technical meeting in the institution who will conduct the tour with us. In
handling technical meeting, firstly the writer and the employee of Kusuma Indah
Tour and Travel visited the institution who will held a tour agenda with us. After
that, we gave explanation what needs to be prepared and requirements during in
the tour to them.
Before the trip or the tour begins, in Kusuma Indah Tour and Travel helds
coordination meeting. we gathered to discuss what preparation needs to be done
 11

before the trip. So, the discussion is about the job or responsibility for each tour
leader. Sometimes, the writer assigned to make a banner for the bus, tour itinerary
and ordered the consumption or booking the restaurant for the tour participant
while in the trip.

3.3 Activities Tour Operational Subdivision

There are several activities in tour operational subdivision. They are
handling client needs during tour, handling check in-check out procces in hotel
and tourism object and giving direction to client depend on the itinerary.
3.3.1 Handling Client Needs During Tour
The person who work in the tour operational subdivision called as Tour
Leader. Tour leader had responsibility in handling visitor during the tour. In
handling clients needs during tour, the writer assigned to give the facilities from
the company to the customers. The facilities are giving the instructions, snacks,
mineral water and first aid kit during in the tour. Then, the writer also had
resposibility to care the customer who are sick by giving them the first aid during
in the tour.
3.3.2 Handling Check In-Check Out Procces in Hotel and Tourism Object
In this subdivision, the writer learned how to check in-check out procces
in hotel and tourism object. In proccesing check in the hotel, firstly the writer
went to the receptionist and asked the keys for the tour participants. Then, the
writer gave the key to the tour participants. Secondly, in proccesing of check out
in the hotel, the writer gave an instructions to the tour participants for giving the
key of room to the receptionist.
In handling the payment of ticketing in tourism object, firsly the writer
assigned buy the tickets from the customer service of tourism object. Then, the
writer gave the tickets to the tour participant and guided them in tourism object.
3.3.3 Giving Direction to Client Depend on the Itinerary
In this subdivision, the writer learned how to give direction to tour
participants depent on the tour itinerary. The writer had a responsibility in doing
the morning call when in hotel and on time schedule to adjust the condition of the
 12

time and itinerary that has composed before. The writer had also the responsibility
in ensuring the state of tour participants who leads and should always check
whether the writer’s entourage complete or nothing left behind.
 CHAPTER 4. TOUR PREPARATION SUBDIVISION ACTIVITIES

4.1 General Information

In conducting the internship program at Kusuma Indah Tour and Travel,

the writer was assigned in tour preparation subdivision. Sometimes, the writer was
assigned to make tour itinerary for the purpose of preparing the tour. Sometimes
the writer was assigned to handle the technical meeting with customer.
The general responsibility in tour preparation subdivision are making tour
itinerary, handling trip reservation and giving the tour information to the
customer. Other duty in this subdivision is to make sure the preparation for the
trip was complete.

4.2 Expertise Learns

4.2.1 Making Tour Itinerary

Tour itinerary is schedule activity in tour program. It is arranged to make a
tour program running well. Tour itinerary is important for a tour planner to handle
a tour program. Making a tour itinerary is one of the activity that the writer has
done in Kusuma Indah Tour and Travel. Before making a tour itinerary, the writer
discussed with field supervisor about the procedure in making a tour itinerary.
Based on his explanation, before the writer arranged a tour itinerary, the writer
have to collect information for each tour destination which will be visited. It could
be entrance cost, accessibility and offered facilities. Next, the writer had to
determine how many day will be used for tour program. Then, the writer had to
determine accommodation transportation and meals. Finally, the writer arranged
itinerary and calculated the final cost for each tour participant.
On 9th of April, 2018, the writer was asked to make a tour itinerary by
field supervisor. Her field supervisor wanted to know how far the writer
understood in arranging tour itinerary. The writer arranged itinerary for Malang
City Tour 1 day. Malang City Tour is recreational tour program for 2nd grade
senior high school 1 Situbondo (SMAN 1 Situbondo). The number of participants

11
 12

is 34. The tour started from SMAN 1 Situbondo. In making the itinerary, the
writer applied the standard procedure from her field supervisor. It took one week
to finish the itinerary. At the first step, the writer collected information related to
tour destination. Batu has a lot of tour destination. However, the tour destination
should be appropriate for the participants. The writer chosen Jawa Timur Park 1
(Jatim Park) and Malang Town Square because it is appropriate for senior high
school activities who want enjoy their holiday. In addition, the writer also added
Lawang Traditional Market for additional destination.
The next step, the writer planned about transportation and meals. The
writer planned the tour program in a day, so it will need a restaurant for having a
eat. The writer chosen Tongas Asri in Probolinggo for breakfast and Kencur in
Probolinggo for dinner because those restaurants has good cost and taste which
are appropriate with participant. The writer chosen a tour bus as transportation. It
could cover all tour participants.
After planning meals and transportation, the writer arranged the itinerary.
The first meeting point for tour program was in SMAN 1 Situbondo at 2 a.m. In
first agenda, the writer arranged that the tour participant will visit the mosque for
taking the pray at 4 a.m. The next agenda is going to the restaurant for breakfast in
Tongas Asri restaurant. After that, we are going to the main agenda. It is going to
the Jatim Park 1 in Malang City. Then, the last tour program will be ended at
18:00 p.m. The tour participant will leave Malang and go to Situbondo.
The last step is making calculation for the cost. The writer found
problems when calculating cost because the real calculation is different from what
the writer has been learned. The writer discussed with field supervisor about the
problem. The field supervisor gave the writer certain formula to calculate the cost
for each tour participant. Kusuma Indah Tour and Travel has specific calculation
especially for determining transportation and restaurant cost. In this making tour
itinerary assignment, the writer could apply the subject from the collage such as
English Tour and Travel and Bureau Travel Management (Pengelolaan biro
perjalanan). The example of the itinerary could be seen in Appendix 3.
 13

4.2.2 Handling Trip Reservation

Trip reservation is a activity which manage and arrange the reservation of

tour, transportation, accomodation, and consumption. Usually, the writer assigned
to reserve the restaurant and order snacks for tour participants. So, the first time
doing that assignment the writer has asked the explanation from field supervisor.
Based on his explanation, to reserve the restaurant or order snack could be done
one day before the trip. I could do it by phone call reservation. So, I just made a
call to the restaurant and mention how many servings are needed without gave the
down payment. The example of conversation the phone call reservation to the
restaurant could be seen below,
Travel Agency : “Good morning.”
Restaurant : “Good morning, can I help you?”
Travel Agency : “Yes, I am from Kusuma Indah Tour and Travel would
like to make reservation for 60 persons.”
Restaurant : “What day and time would you like, Miss?”
Travel Agency : “It will be on Saturday, 24th of June at 7:00 p.m”
Restaurant : “Okay, Miss. Your name, please?”
Travel Agency : “Azizah Sri Hindayati and we will konfirm our arrival an
hour before.”
Restaurant : “Okay, Miss Azizah, see you on 24th of June at 7:00 p.m”
Travel Agency : “See you.”
Then, in ordering the snack for tour participant, the writer went to the
bakery shop. After that, I mentioned to the shopkeeper how many boxes are
needed. Then, I gave the down payment. The example of conversation in ordering
snack could be seen below,
Bakery Shop : “Good morning, can I help you?”
Travel Agency : “Morning, I would like to order 60 boxes of breads for
tommorow at 7:00 a.m.”
Bakery Shop : “Ok, how much your budget in each box Miss?”
Travel Agency : “Rp. 5000,- in each box.”
Bakery Shop : “Your name and phone number please?”
 14

Travel Agency : “Azizah Sri Hindayati. My phone number is

081234585197.”
Bakery Shop : “Okay. Here is your note. The total of the price is
Rp. 300.000 miss.”
Travel Agency : “Ok, I will pay now and take it tommorow at 7:00 a.m.”
Bakery Shop : “Okey, Thank you Miss.”
In handling trip reservation assignment, the writer did not got the problem.
Because, it is an easier assignment and the writer also applied the subject from the
college. It is English Tour and Travel Subject.

4.2.3 Giving Tour Information to the Customer

In giving tour information to the customer, Travel Agency helds the
Technical meeting. Technical meeting (TM) is the final meeting between Travel
Agency and tour participants. Actually, TM is only for finalization and re-assure
that what is requested by the client does not change again. In handling technical
meeting, firstly the writer and the employee of Kusuma Indah Tour and Travel
visited the institution who will held a tour agenda with us. After that, we are
giving explanation what needs to be prepared and requirements during in the tour
to them. The points which needs to be discussed in TM are: (a) giving the
explanation about the tour itinerary; (b) giving explanation about backup tourism
object; (c) giving information about the rules during in the tour agenda; (d) giving
information about the facilities during in the tour agenda.
In giving tour information to the customer/ handling technical meeting, the
writer could apply the Public Speaking subject from the college. So, the writer
just got little problem. The problem is the writer felt nervous when talking in front
of the customer. After that, the writer solved it by trying to be relax and focus.

4.2.4 Making Banner

Other activity in preparation tour subdivision is making banner for the
tour. In the first day of internship program, the writer discussed with the field
supervisor about what will you do in Kusuma Indah Tour and Travel and what
 15

skill which you can implement in Kusuma Indah Tour and Travel. The writer
explained her skill in designing visual communication media for promoting tour
and travel product. So, the writer was given task by field supervisor to design tour
promoting banner based on available itinerary. Usually the supervisor asked the
writer to makes two types of banners, the first banner for to be affixed on the tour
bus and the other banner to take a pictures together.
Banner is a printed media which is used to give and promote information
of product. The field supervisor gave the writer basic procedure designing a
brochure. Firstly, the writer had to determine what information will be needed
before designing a banner. Information in a banner could not be in a long
sentences. It will make a reader bored and confused. Information should be short
and contain promotional messages. Then, the writer had to design the layout in
computer. The field supervisor explained that when designing a banner, he always
used Corel Draw because there is no one who can operate software for designing
banner. So, the writer asked her field supervisor to use software for designing
banner.
There are seven steps to design banner as promotional media and tour
facility in computer. They are: (1) opening the Corel Draw software; (2) making
new document area for designing something; (3) making layout; (4) deciding a
font; (5) deciding a picture; (6) merging all setting as complete design; (7)
printing the design to get printed version.
The writer designed the banner about tour in Taman Safari Indonesia II
Prigen on 24th of March, 2016. It took a days to finish the banner. The banner will
be used to take a picture together and tour bus. The writer take funny pictures as
the scenery icon for the brochure.
To design the banner, the writer used software on computer. The software
is Corel Draw. First step, the writer opened the Corel Draw software on computer.
When the writer clicked software Corel Draw icon, the software will
automatically open new document area for designing. The software was ready to
use. Then, the writer arranged the layout in designing layout based on advice from
field supervisor. The writer put the sky picture as background for banner. Then,
 16

the writer put the title in top of the banner. In the below of title, the writer
arranged the funny pictures. In the right and left corner section, the writer put
logos from Kusuma Indah Tour and Travel and Wonderfull Indonesia. After
layouting has done, the writer choose font for design. Font is very important to
make the readers feel comfort reading the banner. The writers used brief font. The
name of the font is Chubby Ghotik and Comic Sans MS.
Before printing the brochure, the writer configured the design to get
printable design. The writer converted the raw banner and design as fixed picture
in format PNG (Portable Network Graphic) or JPG (Joint Photographic Experts
Group). After all setting has been done, the design ready to print. Printing a
banner or need certain configuration. The process is different from printing
common document. Banner use different paper. It is luster or banner cloth.
Printing industry commonly use luster for printing a banner. The writer had no
experience printing a banner before. The writer asked supervisor to discuss how to
print a banner because he had more experience printing banner. He gave the writer
advises to setting printing devices before printing the banner. Finally, the writer
could do it well without any problem. Because, the writer has applied the
Computer subject from the college.
 CHAPTER 5. CONCLUSION AND SUGGESTION

5.1 Conclusion
After the writer finished 2 months doing an internship program at Kusuma
Indah Tour and Travel, the writer could finish it well. There were several
activities that the writer did as an internship student. They are making tour
itinerary, handling trip reservation, giving tour information to the costumers, and
making banner. In doing this internship program, the writer thought that all of the
job can be easily done when it had a good team. This team work is the reason why
the employees cannot work individualy but also had to work in team to increase
good manner of Tour and Travel Agency also built good relations each division.
The most significant activities was designing the tour itinerary to support tour
operational. During doing the internship program activities the writer got some
problem, the problem occur when the writer held technical meeting with customer
to prepare the tour. The writer did not know how to speak in front of customer and
what needs to be discussed. To solve the problem, the writer asked the
explanation to the senior about what needs to be discussed to the customer. Then,
the writer took a note it. After that, the writer applied it in technical meeting with
the customer.
In conducting internship program at Kusuma Indah Tour and Travel, the
writer applied her skills such as trip reservation and make tour itinerary. It also
can improve her discipline to come in the office on time. When conducting
internship program, the writer knew how to work as a tour leader in Kususma
Indah Tour and Travel. It was good chance to the student of English Study
Program of Politeknik Negeri Jember. Because, they applied their skills and
knowledge that they got from their study.

5.2 Suggestion
5.2.1 For Kusuma Indah Tour and Travel
Kusuma Indah Tour and Travel should held a mentoring program. The
writer though that it is important for the employee and also the internship

17
 18

students. It makes the employee and internship students get more knowledge of
responsibility as good employee in Tour and Travel Agency.
5.2.2 For English Study Program
English Study Program of Politeknik Negeri Jember should gives more
attention in giving Public Relation subject. The writer though that it is important
for the students who want have internship program at Tour and Travel Agency. It
makes the students easier when talking with customers to build the relation.
Appendix 1. Summary of the Daily Journal During the Internship Program

A SUMMARY OF THE DAILY JOURNAL

THE INTERNSHIP PROGRAM
ACADEMY YEAR 2017/2018

Name of student : Azizah Sri Hindayati

Student’s ID : F31150418

Name of Organization : Kusuma Indah Tour and Travel

Address : Jl. Santana number 06 Patokan, Kota Situbondo

Supervisor : Agus Setia Budi S.Pd, M.Pd

Work Supervisor’s
On the job
Kind of Work Job Description Performance Solution Comments and
Day/Date/Year Problems
Achieve Suggestion
12th March Doing adaptation 1. I introduced 1. I knew the 1. I felt afraid 1. I consulted to 1. I need to
2018 process of to the staff staffs of to face the my supervisor improve my
workplaces about Kusuma staffs attitude,
Environment at personal Indah Tour responsibility
Kusuma Indah information and Travel. and discipline
Tour and Travel and the ability

19
 purpose why
I am doing
internship
here.
13th March Discussing about 1. I learned 1. I knew 1. I had to 1. I consulted to 1. I need to
2018 given task with about media about media understand my supervisor improve my
field supervisor in tour used for more, marketing
subdivision. promoting because I ability
services in never
Kusuma learned it
Indah Tour before
and Travel.
23th March Designing / 1. I designed 1. I knew 1. I could not 1. I consulted 1. my ability of
2018 making banner the trip about how set how to to my computer
banner to finish in print the supervisor knowledge
designing banner should be
the banner improved
2. I knew
about how
to print the
banner well
24th March Being a tour 1. I handled 1. I knew how 1. I had to 1. I paid more 1. I had to
2018 leader check in – to serve the understand attention to learn how to
check out guest more, the more
process in because I supervisor friendly to
politely and
hotel never learned and the tour
friendly it before followed the participants
2. I handled the each

20
 payment of 2. I was able to instructions 2. I had to
ticketing in handle the from him more learn
tourism tour about
object and tourism
restaurant object
include the
3. I give the history and
direction to facilities of
the tour tourism
participants object
depend on through
the tour internet
itinerary
8th April 2018 Making a trip 1. I ordered the 1. I was able to 1. I was 1. I asked to 1. I had to be
reservation snack boxes handle trip confused in the careful
reservation calculating supervisor when
2. I made a the cost calculating
reservation spesific cost
in restaurant
2. I needed to
discuss with
supervisor
more often
8th April 2018 Handling 1. I gave 1. I was able to 1. At the first 1. I tried to be 1. my ability of
Technical explanation handle the time, I felt relax and Public
Meeting in about tour participants nervous focus Speaking
SMAN 1 Besuki itinerary when should be
talking in improved

21
 2. I gave front of the
information customer
about from
facilities in SMAN 1
the tourism Besuki
object
9th April 1 Being Tour 1. I handled 1. I served - - 1. my public
2018 Leader check in – guest speaking
check out politely and alraedy
process in friendly good
hotel
2. I was able to
2. I handled the handle the
payment of tour
ticketing in
tourism
object and
restaurant

3. I gave the
direction to
the tour
participants
depend on
the tour
itinerary
19th April Making tour 1. I arranged 1. I was able to 1. I was 1. I asked the 1. I need to
2018 itinerary tour itinerary make a good confused in explanatio improve my

22
 based on tour calculating n to the computer
field itinerary final time supervisor ability
supervisor for the
instruction itinerary
20th – 23th Being Tour leader 1. I Handled 1. I served - - 1. I had a good
April 2018 check in – guest atitude to
check out politely and handle the
process in friendly customers
hotel
2. I was able to
2. I handled the handle the
payment of tour
ticketing in
tourism
object and
restaurant

3. I gave the
direction to
the tour
participants
depend on
the tour
itinerary
5th – 8th May Being Tour leader 1. I handled 1. I served - - 1. I am very
2018 check in – guest helpful
check out politely and
process in
friendly

23
 hotel 2. I was able to
2. I handled the handle the
payment of tour
ticketing in
tourism
object and
restaurant

3. I gave the
direction to
the tour
participants
depend on
the tour
itinerary

24
Appendix 2. Organizational Structure

DIRECTOR

MARKETING FINANCE OPERATIONAL

MANAGER MANAGER MANAGER

SELLING TOUR
CASHIER PREPARATION
SUBDIVISION
SUBDIVISION

RESEARCH AND HUMAN

PRODUCT RESOURCES TOUR
DEVELOPMENT DEVELOPMENT OPERATIONAL
SUBDIVISION

PROMOTION ACCOUNTING
SUBDIVISION SUBDIVISION

25
Appendix 3. Example of the Tour Itinerary

A. The cover of tour itinerary

TOUR ITINERARY

Jalan Nias Raya No. 20 Jember, Jawa Timur

Phone./WA 085 230 209 714
Email : kusumatourindonesia@gmail.com

26
B. The tour itinerary

Day/date Place Time Itinerary

Wednesday May SMAN 1 Situbondo 02.00 Meeting point

21th, 2018
Situbondo 03.00 Leaving Situbondo

Probolinggo 04.00 Praying Subuh

Probolinggo 07.00 Breakfast at Tongas Asri

restaurant

Malang 10.00 Arriving at Jawa Timur

Park I (JATIM Park 1)
and enjoy the fun of a
recreation park

Malang 14.00 Our tour will be

continued to Malang
Town Square (MATOS)

Malang 15.00 Having fun at Malang

Town Square

Malang 17.00 Lawang traditional

market and getting the
special “oleh-oleh” from
Malang City

Malang 18.00 Leaving Malang

27
Probolinggo 20.00 Dinner at Tongas Asri
restaurant and take a
pray

Situbondo 23.00 Arriving at our lovely

City

28
Appendix 4. Photo of Activities

Picture 1. Activity of visiting the tourism village with the tour participants

Picture 2. Activity of being a tour leader

Picture 3. Activity of handling the technical meeting

29
 Picture 4. Activity of handling the tour

Picture 5. Activity of supervising by the supervisor

Picture 6. Activity of making the banner

30