CHAPTER 1

BACKGROUND

1. 1Hotel 95's History

Hotel 95 was established in 2002. There are the named of this hotel is not like what people of pontinak
thought that hotel 95 is buid in year of 95. They named it hotel 95 because the highest floor is 95th floor.
This hotel is located on jalan iman bonjol, Pontianak which is strategic for the guest.

1.2 Hotel Profile

 CHAPTER 2

ORGANISATION AND STRUCTURE

2.2 Job Desk

No Position/Division Job Desc

1 Owner

2 General Manager

3 Opertional Manager

4 Human resource Manager 1.Maintance the productivity of worker

2. Receive the complaint of worker

5 Receptionis 1. Service the guest

6 Marketing departement 1. Create the promotion

2.

7 Housekeeping 1. Room Boy

 Maintance and cleaning the room
 Checking air regulation and fasility
2. Public Area
 Maintance and cleaning floor out of room
3. Laundry
 Cleaning uniform
 Cleaning towel, blanket and other

8 Food and beverage 1. F&B product

 Prepare the food for breakfast, brunch, lunch till dinner

2.F&B Service

 Service and deliver the guest with food

9 Security  Ajak
 Help to guide the parking area

10 Engineering  Maintance the electricity, tecnical of machine, lighting

and other

11 Banquet  Manage the meeting of all division

 CHAPTER 3

IMPRESION and ADVICE

3.1 First Impresion

 The best guarantee of hotel business is quality of service. According observation with Mr. Andhika's
actitude as a assisten manager or operasional manager that whe knew well how quality of service is
become number one. The well organisation that show us that they are already prepared to doing the
best service. According the observation we saw the well comunication each division. Mr. andhika is
looked profetional as he done, he can manage other worker so humble. As a guest, we feel accepted
with what they do for us, they are so humble, and soft with the smile.

Except the quality of services, we also amaze with the fasility and scenary at there. The 95 hotel is
designed so cozy and calm.According the observation, we saw fasility in the room are completed and
nesty. As a profesional hotel, they are already prepared what the guest need, as a hotel the quest not
just the place for sleep, so they create a concept that guest also has entertainment side. Hotel 95 is
looked has positioning that as the hotel that can enjoy the view of Kapuas river. As the gift, you directly
could enjoy the sunset moment perfectly. Those is our first attendance to hotel 95, as first Impresion we
are so happy to visit there.

3.3 Advice

Don't judgebook by the cover. That is what people said when rate something. Performance is
number one what people looked. We have advice for 95's hotel for the uniform especially for food and
beverage departemen. We though their performance not profesional as they have. Performance is show
a profesionality so they must have adaptation with change of modernity because their uniform too old
model.

From year by year, the guest of hotel are increased. With the convinience of access and mobility that
make people easy to access the hotel. As the hotel 95's hotel must expanse the parking area.

Doing the job isn't easy as we though. In hotel division, everybody in structure is have each other job
desc. As we saw, the security must doing double job except keep security and help to give information
and guide the guest, they must help to guide guest for parking area. In the future they must repair the
human resource especially in bottom of structure not just for top even they need to recruite new
division