PORTOFOLIO

EXPERIENCE AT BANQUET AS A WAITRESS AT JW MARRIOTT JAKARTA

Arranged by :

Name : Alya Fithriyani Rahma

Class : XII APH 1

Subjects : Bahasa inggris

Subject Teachers : Rizky A,Md.Par

SMK (SMIP) TAMAN WISATA

Kp.Nyalindung Rt. 10 Rw. 05 (depan Masjid Jami Al-Muhiddin) Desa Mampir
Cileungsi, Bogor, Jawa Barat, Indonesia 16830
Telp. 021-80303608/021-94528350
E-mail : tamwis@ymail.com
Website : http//www.smktamanwisata.web.id
2022-2023

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 VALIDITY SHEET

PORTOFOLIO

Submitted as a requirement to take the School Examination and Attend the Final
Assignment Session in SMK TAMAN WISATA
School Year 2022/2023

Legalized Date/Time :

Agreed:
Subjects Teachers Deputy Head Of Curriculum

(Mr. Rizky. A Md) (Drs.Yance Loupatty)

Mengetahui:
Kepala SMK (SMIP) TAMAN WISATA

( Nining Sukarti WN.SE,M.Pd )

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 FOREWORD
Praise be to the presence of Allah SWT who always bestows His grace and guidance,
so that the writing of this Portfolio Assignment can be completed. English Subject Portfolio
Assignments with the title "EXPERIENCE AT BANQUET AS A WAITRESS AT JW
MARRIOTT JAKARTA. This was written as one of the requirements for graduating from
school in the field of expertise in Hospitality Accommodation at Taman Wisata Vocational
High School (SMIP). Based on the foregoing, on this occasion the author would like to thank
the Honorable:

1. Mr. Dr. Denny Zahuri SE.SH.MH M.Pd as chairman of the Taman Wisata SMK
[SMIP] foundation.
2. Mrs. Nining Sukarti WN.SE,M.Pd as Principal of Taman Wisata Vocational School
(SMIP).
3. Drs. Yance Loupatty As Head of Curriculum as well as Student Affairs for
VOCATIONAL SCHOOL (SMIP) TOURISM PARK.
4. Mr. Imbang Ivan Mangaraja AMD.SE As Head of the Hospitality Accommodation
Program and Homeroom Teacher for class XII APH 1.
5. Mr. Rizky. A Md Par As Head of the subject teacher.
6. The teacher board and all teaching staff at Taman Wisata Vocational School who
cannot be mentioned one by one.
Realizing that this Portfolio Assignment is still very far from being perfect. So that
suggestions and criticism from readers are highly expected. There are many obstacles that the
author experienced while making this Portfolio Assignment. But thanks to prayer and
willingness, this Portfolio Assignment can be completed as well as possible and can be useful
for younger students as literature material. The author hopes that this Portfolio can be useful
for readers especially underclassmen who need it.
Cileungsi, Januari 2023
Writer

(Alya Fithriyani
Rahma)

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 TABLE OF CONTENTS

COVER .............................................................................................................................. I
VALIDITY SHEET …….................................................................................................... II
FOREWORD ……............................................................................................................. III
TABLE OF CONTENTS .................................................................................................. IV

CHAPTER I INTRODUCTION
A. Background ....................................................................................................... 1
B. The objectives of writing to be achieved in this Portfolio are………………
C. Time and Place of Manufacture……………………………………………… 3

CHAPTER II STUDY OF MATERIALS

A. History Of The Ritz Carlton Pacific Place ……………………….…………… 4
B. The Notion Of Housekeeping ……………………………..………………….. 5

BAB III CONTENT STUDY

A. Experience While In The Room….. ……………………….…………… 4

B. The Notion Of Housekeeping ……………………………..………………….. 5

CHAPTER IV CLOSING
A. Conclusion ………………………………………………….……..…..……… 6
C. Suggestion…………………………….………………..…………..…..……… 6

BIBLIOGRAPHY …………………………………………………………………..…… 7
ATTACHMENT …………………………………………………………………………. 8

IV
 CHAPTER I
INTRODUCTION
A. Background
The definition of a portfolio is a collection of documents of a person, institution,
group, company, organization, and the like which has the aim of documenting the progress of
a process in achieving the goals that have been set. This one definition may experience a
change in meaning between one field and another. For example, in the field of politics, it can
be explained that the portfolio is an obligation and also a pillar of government for cabinet
ministers and department heads in a government institution.
It is different from that in the field of art, where a portfolio can be interpreted as a
collection of the best works of an artist that are deliberately held for exhibition purposes.
Then in terms of investments and also stocks, a portfolio is a collection of investments.
Meanwhile, in the financial sector, a portfolio is a combination or combination of various
types of assets, namely investment in financial securities such as property, deposits, real
estate, and so on.
Experience First day of internship at the JW Marriott Jakarta hotel with all new
trainees, from all departments and following an orientation or induction period in the hotel
environment from morning to evening. We were taught all the SOPs that may and may not be
done at the hotel, during the orientation activities we were taken around the hotel with the
leaders of each department. and on the second day of the orientation period I learned to read
BEO, know the size of the ballroom, follow the rules of the JW Marriott Jakarta hotel, and
there I was also taught the types of setups and various kinds of standard equipment.
The next day after orientation, i was assigned to inches in the meeting room. starting
with a morning briefing with all staff and supervisors, as well as self-introduction to all staff.
after the morning briefing i prepared a trolli to put equipment such as uht milk and coffee
beans for the coffee machine, prepared a reserve of sugar and tea to be filled if the sugar and
tea at the coffee station ran out, brought a partition to put dirty cutlery, brought a trash bag to
the station busing, and brought sterno to warm warm water to brew tea. Because this is my
first day of inchars , I'm still accompanied by my seniors. I was also taught to prepare for
coffee breaks, before going home I had to put plates and coffee cups that were dirty due to
coffee breaks using a trolley and pushed them stewards to wash.
The next 3 months I moved to the public area section, the first thing I did in that area
was a morning briefing and then I was invited by my seniors for a while to go around the
hotel area which I didn't know about. after I found out about several public areas in the hotel I
was immediately assigned to the women's locker section by maintaining cleanliness and
doing daily work that had to be done every day in the locker area, the first thing I did was
sweep, mop all the locker areas and fill in toilet tissue that runs out. after the locker touch up
is finished, proceed with daily activities such as cleaning the office housekeeping area, office
HR and Lp. if all the areas above have been done, I am in charge of covering other break
areas until 1 o'clock and I will break the next hour. After the lunch break, I immediately
continued to mop corridor 5 and LG floor. When it was finished, I continued to clean the
locker area again and was only allowed to go home.

B. The objectives of writing to be achieved in this Portfolio are:

1. As a condition for taking the School Examination

2. As a requirement to attend the Final Assignment Session
3. As a graduation requirement at Taman Wisata Vocational School (SMIP).
4. As a requirement to take the Competency Examination

C. Time and Place of Manufacture

This portofolio made on January 30 2023 to February 2 2023 at SMK [SMIP] Taman
Wisata Cileungsi.

CHAPTER II
STUDY OF MATERIALS
 A. Introduction Of Training Place
Ritz-Carlton is a luxury hotel and resort brand with 70 properties located in
major cities and exclusive resort areas in 23 countries around the world.[1] The
Ritz-Carlton brand is managed by Ritz-Carlton Hotel Company LLC, a subsidiary of
Marriott International. The Ritz-Carlton Hotel Company currently has 32,000
employees. The Ritz-Carlton's headquarters are located in Chevy Chase, Maryland, a
neighborhood on the borders of Washington, D.C..
● The first Ritz-Carlton hotel was built in Boston America Serikat in 1927 (the
original building had been sold to Taj Hotels Resorts and Palaces). The
Ritz-Carlton New York is located at Forty-sixth and Madison Avenues. From
1910 Louis Diat ran his kitchen and his famous
● "vichyssoise".[2] Zack Karleskint opens all of these hotels every year. The
Ritz-Carlton Hotel Montreal on Sherbrooke Street was built in 1912, but
officially, was not part of the Ritz-Carlton hotel chain.
● Hotels philosophy.
● The Ritz-Carlton is a place where guest service and comfort is our main
mission.
● We are determined to provide the best personal service and facilities for our
guests, so that they will always enjoy a warm, relaxed yet caring atmosphere.
● The experience with The Ritz-Carlton provides a sense of comfort, calm and
fulfills the needs and desires of guests, even those that have not been
expressed yet.
Blending the style of a personalized boutique hotel with the 5-star luxury of a
cosmopolitan city, The Ritz-Carlton Jakarta, Pacific Place redefines what it means to
experience the capital city of Indonesia. Drawn from regional and global inspiration, each
space is uniquely articulated to reflect a unique hotel experience. See downtown Jakarta
spread out in front of you while enjoying facilities such as:
I will explain the opening hours outlets at Ritz Carlton :
● Pasola Restaurant : Breakfast 06.00-10.00 AM
Lunch 12.00-15.00 PM
Dinner 18.00-22.00 PM
● Club Lounge : Breakfast 06.00-10.00 AM
Lunch 12.00-15.00 PM
Dinner 18.00-22.00 PM
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● Meeting Rooms owned by Ritz Carlton Hotel exists of :

1. Meeting Room 1 and 2 on the 21th floor
2. Meeting Room 1,2,3 and 5 on the 6th floor
 3. Meeting Room 1,2,3,4,5 and 6 on the 8th floor
4. Glass House on the 8th floor

B. Definition Of Housekeeping
Housekeeping consists of two words, namely "house" which means house and
"keeping" which means maintaining. In general, Housekeeping is an operational department
in a hotel. Where has the responsibility to maintain cleanliness, maintenance, beauty of the
rooms, the front area, the back area and its surroundings. Housekeeping can also be called an
operational department in a hotel or apartment that takes care of all hotel needs related to
hotel maintenance and cleanliness. Housekeeper in charge of the housekeeping department.
When staying at a hotel, the staff on duty will clean the room and serve the needs of
guests or visitors while staying at the hotel. In a hotel there is a separate department in charge
of cleaning and maintenance. The division is called housekeeping.
Housekeeping is almost the entirety of the hotel or in services, both star hotels,
guesthouses, motels, guest houses to apartments. Not only room service officers or cleaning
staff. His job includes maintaining, cleaning and caring for the entire hotel room both inside
and outside.
In addition to carrying out their duties, housekeeping is also required to be responsible
in terms of:
● Cleaning and maintaining guest rooms throughout the hotel.
● Maintain overall cleanliness in public hotels.
● Maintain cleanliness of hotel linen.
● Make room status reports to the front officer.
● Maintain proper housekeeping work equipment.
● Organize the room so that it looks clean and beautiful.

The public area is the part that is in charge of maintaining the neatness and cleanliness
of the public areas of the hotel which are visited by many guests. The public area of ​the hotel
is a public area or area that is often passed by many people both inside the building and
outside the room, for example the lobby area, garden, reception area , lounges and so on.
Those in charge of maintaining the cleanliness of public areas must understand the
use of cleaning tools and materials in accordance with applicable SOPs. That way public
areas can be kept clean and beautiful to look at.
The room section or room section is the part in charge of maintaining hotel rooms.
such as cleanliness, beauty, and guest comfort while guests are at the hotel. Room attendants
are floor section officers who maintain the cleanliness, tidiness, comfort and completeness of
guest rooms.
Laundry is a part of the housekeeping department that is tasked with washing clothes
for guests, employees, and all hotel linen. Laundry is headed by a laundry manager.
Underneath, there is a laundry manager assistant who helps managers manage several lines
such as head washing & drying, head drying cleaning & valet, and so on.
 The linen section is one of the sections that are under the auspices of the
Housekeeping Department, in the operational setting the linen section is tasked with dealing
with all types of fabrics in the hotel, be it in the form of guest clothing, hotel employee
clothing and fabrics used at Hotel Santika Mataram in particular.
Florist and Gardener As the name implies, this section is responsible for the beauty of
the garden and flowers around the hotel. The florist is responsible for the freshness and
beauty of the bouquets and flower arrangements placed in hotel rooms. rooms, lobbies,
restaurants, to the halls of the inn.The Houseman Section is a section in Housekeeping whose
job is to handle cleaning and is responsible for the cleanliness of the entire hotel environment,
except for guest rooms.
The Duty Of Housekeeping :
1. Public Area Section
The public area section will be responsible for ensuring the cleanliness of public
areas, which include swimming pools, lobbies, restaurants and other public facilities.
Maintenance of cleanliness of public areas must be maintained properly because of the many
people passing by and using the area. Dirty public spaces will make an inn uncomfortable and
unattractive to look at.
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2. Room Section
This section plays a role in meeting the needs of guests in each hotel room, such as
cleaning and tidying up rooms or rooms after guests check out. So that later if there are new
guests who occupy it will be safe and comfortable. This section is one whose performance is
highlighted. A neat and comfortable room will definitely increase the satisfaction of your
stay. But on the contrary, if there are deficiencies found by guests in the tidiness and
cleanliness of their rooms, the level of guest satisfaction will also decrease.
3. Laundry Section
As the name implies, this section is in charge of washing, ironing and folding all the fabrics
used in the hotel. this includes providing laundry. services to guests (this services is not free,
a fee will be charged when the guest check out).All fabries belonging to the hotel include
bath towels, bathrobes, curtains, bed sheet and blankets. in some hotels. employee uniforms
are also include as the responsibility of the section.
Responsible for all related matters:
● Uniform laundry: laundry for employees
● Guest laundry: guest laundry
● Linen laundry: hotel linen laundry

4. Linen Section
The linen section is in charge of distributing cloth equipment from the laundry to the
guest rooms. In carrying out its duties, the linen section must ensure that each room has
sheets and towels without missing anything.
If the linen section is delayed, the room will automatically not get a variety of towels and
other clean cloth quickly.
5. Florists and gardeners
The role of the florist is responsible for the freshness and beauty of the bouquets and
flower arrangements that are located in hotel rooms, rooms, lobbies, restaurants to the
hallways of the inn. They are also on duty if the hotel requires a special flower arrangement
for an event. While the gardener is caring for and maintaining plants and gardens outside and
inside the hotel.
Both in the front garden, gazebo, garden around the swimming pool and children's
playground. Included in doing regular pruning bik cleaning and weeding of plants. The
beauty of the hotel garden is the responsibility of the gardener section. Not only that, this
section also has to pay attention to every plant in every corner of the room.

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6. Houseman or Housemaid
The Houseman Section is a section in Housekeeping whose job is to handle cleaning
and is responsible for the cleanliness of the entire hotel environment, except for guest rooms.
The general cleaning section/houseman in the housekeeping organizational structure plays a
very important role in the cleanliness of a hotel. In activities at the hotel basically to provide
cleaning services in treatment is the duty of the houseman crew.
 5

CHAPTER III
CONTENT STUDY

A. Experience Has A Trainee At Hotel Ritz Carlton

I was trainee for 6 months at the Ritz Carlton Jakarta Hotel in the Housekeeping
Departement. I started from 11 July 2022 to 15 January 2023. In the Housekeeping
Departement i have many responsibilities. Responsibilities in the Room Section and Public
Area Section. I’ve done a lot of work in the Room Section.
Three months in the Room and felt what it was like to be a Room attendant, room
work is something that is done repeatedly form the first room. Housekeeping is a part of the
department that organizes or installs equipment, maintains cleanliness, repairs damage, and
decorates to make the house look clean, attractive and pleasant to residents or guests who
stay. In the housekeeping department there is a room attendant who has duties and
responsibilities in the cleaning of the guest rooms in accordance with the duties given,
ensuring the standard cleaning of the room, reporting and recording any damage found,
handling complaints and requests from the guest, ensuring the secrecy and security of each
guest room.
In the performance of the room attendant requires the Standard Operational Procedure
in this work. Standard Operational Procedure room attendant explains about step by step in
clean the guest room from setting up trolley, making bed, cleaning the toilet, sweeping,
moping until finished. Besides, this S.O.P also explains how to clean rooms that still have
guests in the sense of not checking out.
All these procedures must be performed by the room attendant who does this duty in
clean the room. So that the quality of the room can be well preserved and can provide guests
with clean, comfortable, beautiful and safe rooms. So the guests can come back at any time.
The role and room attendant in enhancing the guest satisfaction that needs to involve the best
service of hotel employees
I did my internship in the room for three months, and I was taught a lot of new
knowledge there, especially how to interact directly with guests. in the room I was taught
how to be polite with whoever I met, and here I want to tell you some of my work that I have
done while in the room and this story that I have compiled so that it will be easier for readers
to understand.
on the first day I started internship in my room working with seniors with a team of
3 people. and when I started working I got a very careless problem when I accidentally broke
a serum bottle belonging to a hotel guest who was staying overnight while wanting to dust a
part of the table. At that time, I felt very guilty and didn't know what to do. Finally, I called
my senior and asked what I should do, whether I had to compensate or something like that.
My senior was surprised to find that I had dropped a serum on the floor and he tried to talk to
me because at that time I felt very uneasy and afraid.

6
finally my senior took action, and immediately spoke directly to the owner of the
room. and it turned out that the guest was very kind, he was willing to forgive my mistakes
without having to compensate for the serum. but still the broken serum was replaced by the
hotel. so since that incident I have been very indebted to my seniors because they have been
very sincere and helped me a lot.
and this story is one of the complaints from guests and how do I handle these
complaints. and lastly I will briefly explain what work I do in the room, starting in the
morning I line up with all the staff and trainee in the room section. after doing the line up I
went straight to the 22nd floor to pick up all the towels to carry on the iron trolley such as
bath towels, hand towels, face towels, bathrube, bath mat and others.
after preparing the trolley for each towel, then prepare the trolley for all the safety
items such as shower gel, aqua pen, etc. when all make-up needs are met, it's time to go
straight to the room you want to make up, one day usually each team gets 22 rooms and will
finish at 4 in the afternoon, it can be less or more. and if the make up room has been
completed, proceed with vacuum the corridor according to the floor and mop landing.
I am going to tell you about my internship experience was during the last three
months in the area during my internship, to be honest there was a lot of knowledge that I got
while in the area I learned a lot of new things that I had never even done before. In my area I
meet a lot of people, moreover I am required to be friendly in attitude and speech to anyone,
both fellow staff and guests in person.
I have a big responsibility here, what's more I am entrusted with taking care of the
area from one floor to another by myself. although it certainly cannot be separated from the
complaints that I got from guests and other staff. therefore I really appreciate myself because
I have been able to do fieldwork in the area very well and do the job to the fullest extent
possible during my three-month work practice.
and from here I learned that not everything we do has to be what we always like but if
all the work we do is sincere from the heart then we will always be happy when we do it.
After 3 months I was in the Room Section, finally I moved to the Public Area Section and I
will also explain how the first time I worked in the area, I was told which areas I had to work
on which I had never even been to the Area. And on the first day in the area because I am a
woman myself, I was assigned to a women's locker and I have to maintain cleanliness in the
women's locker area such as sweeping, mopping, cleaning the mushalla, etc.
Apart from being in charge of the locker area, I am also responsible for doing the
daily cleaning which I have to do every day. Usually after doing my line up, I clean the MH
floor, which is the area where the GM, Manager hotel and sales staff and other rooms are
located.
after clean the office area at Mh floor I went straight to the locker for a while to see if
any of the tissues had run out or not and threw away the full tissue trash because after that I
would do another daily cleaning first. When I allready finish touching up my locker I
immediately cleaned the lv room and office hrd by take out the trash, sweep and mop the
room, then sweep the emergency stairs from 4 -6.
7
After cleaning the area, proceed with covering the break in other areas, for example,
at 11 AM, cover the lobby area, after 12 PM, cover the 6th and 8th floor area, and finally the
lunch break locker area. after the lunch break, continue at 2 PM in the afternoon sweep and
corridor LG and 5th floors and go home at 5 PM.
Apart from being in the locker area, I was also assigned to the restaurant section,
where I was responsible for clean the restaurant area. In the morning when all the buffet
menus have been prepared I immediately touch up the buffet area, by sweep up the crumbs of
food and the lunch section where all guests eat because food must have spilled.
After touch up the buffet area, I touched up the restroom by lighting aromatherapy
candles and filling in the empty tissues. after touching up the restroom then wipe all areas of
the restaurant, especially the glass in the restaurant area. after that, sweep and mop also the
back line area of the restaurant. and when it's 10 a.m. it's time to clear up the restaurant, clear
up by vacuuming the lounge area, broom and mop in the buffet area, and clear up is also done
at 3 PM.
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CHAPTER IV
CLOSING

A. Conclusion
Housekeeping is an operational department in a hotel, who responsible for the
cleanliness and beauty of the room, front area, back area, ballroom, restaurant, meeting room
and surroundings. I gained new knowledge during my 6 months of internship at the Ritz
Carlton hotel such as how to make beds and clean rooms properly and also know all the types
of chemicals used in hotels. Three months in Room and I became Room Attendant, room
work is something that is done repeatedly from the first room to the last room. And after 3
months I worked in the room, I was moved to the public area. I work in the restaurant section
to maintain cleanliness in the restroom area and restaurant area until lunch time.
B. Suggestion
based on the results of the internship, I give advice to the next new trainees,
participants must be better prepared in terms of academics and skills so that they can support
the implementation of internship practices. The author of course still realizes that the paper
above still contains many errors and is far from perfection.
The author will fix this problem by referring to many sources and criticism from
readers. And English is an international language which is useful for communicating if you
are training while at the Ritz Carlton and are also required to follow SOPs and regulations
while at the hotel such as following the clock to enter on time. And my advice to the Ritz
Carlton hotel is not to have extra working hours at work.

REFERENCES

Amnesnostonhotel.com The definition of Housekeeping Diunduh pada 1 februari 2023

https://www.amesbostonhotel.com/pengertian-housekeeping/
Ritzcarlton.com Hotels Indonesia Jakarta Pacific Place Diunduh pada 1 februari 2023
https://www.ritzcarlton.com/en/hotels/indonesia/jakarta-pacific-place
 10
ATTACHMENT

1.1 Portofolio creation

1.2 making bed in the room

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