Summary of MATERI PERHOTELAN : KOMPETENSI DASAR FRONT OFFICE KELAS XI PERHOTELAN

Summary of "MATERI PERHOTELAN : KOMPETENSI DASAR FRONT OFFICE KELAS XI PERHOTELAN"

This video is a hospitality class lecture by Mrs. Anis Wardiansyah for 11th-grade vocational students focusing on the basic competencies required for front office operations in hotels. The lesson outlines the essential skills students must master to work effectively in hotel reception and customer service roles.

Main Ideas and Concepts:

Introduction and Greetings
The instructor warmly welcomes students and sets a positive tone for the lesson, emphasizing health, readiness, and enthusiasm for learning.
Overview of Basic Competencies in Front Office Hospitality
There are seven core competencies students must achieve related to front office operations:
- Handling Incoming Telephone Reception:
  Ability to answer and manage incoming phone calls professionally.
- Making Telephone Calls:
  Skill in placing calls appropriately and managing outgoing communication.
- Understanding and Managing Messages:
  Handling messages effectively (referred to as "Pandu or Henley messages").
- Individual Reservation Handling:
  Managing room reservations made by individual guests.
- Group Reservation Handling:
  Managing reservations for groups or bus bookings.
- Reservation Updates:
  Ability to modify or update existing reservations.
- Reservation Cancellations:
  Handling cancellations professionally and efficiently.
Importance of These Skills
The teacher stresses that these competencies are not only academic but highly practical and valuable for future employment in hotels or any company with customer service roles.
Learning Methods and Platforms
The lesson is delivered through online platforms such as Zoom, Edmodo, and YouTube, facilitating remote learning.
Project Assignments
Students are given three main projects to apply their learning practically:
- Project 1: Create a short video about handling messages ("Henley messages") and upload it on social media platforms like YouTube, Instagram, or TikTok. Students are free to use any video editing application they prefer.
- Project 2: Prepare a slide presentation explaining the flow of booking rooms through Online Travel Agents (OTAs) such as Pegipegi, Misteraladin, or Tiket.com. Students can use any slide creation software.
- Project 3: Produce a video demonstrating how to handle individual room reservations. This video should be uploaded to YouTube, and the link submitted via a Google Form shared by the teacher.
Motivational Message
The teacher quotes Winston Churchill to inspire students:
"What you know is not important, but what you do with what you know is much more important."
Encouragement to study seriously and apply knowledge for personal and communal benefit.
Closing Remarks
The instructor closes with warm wishes, a light-hearted rhyme, and reminders about self-care (e.g., having breakfast). The video ends with greetings and a thank you for watching.

Detailed List of Competencies to Master:

Receive and handle incoming telephone calls.
Make and manage outgoing telephone calls.
Handle messages (receiving, recording, and delivering).
Manage individual room reservations.
Manage group or bus reservations.
Perform reservation updates or amendments.
Process reservation cancellations.

Project Instructions:

Video on Message Handling:
Create a short video demonstrating how to handle guest messages.
Upload on YouTube, Instagram, or TikTok.
Use any video editing app.
Slide Presentation on OTA Booking Flow:
Prepare slides explaining how room bookings are made through OTAs (e.g., Pegipegi, Misteraladin).
Use any slide-making software.
Video on Individual Reservation Handling:
Create a detailed video showing the process of handling individual reservations.
Upload on YouTube and submit the link via a Google Form.

Speakers/Sources Featured:

Mrs. Anis Wardiansyah – The main instructor delivering the hospitality front office competencies lesson.
Winston Churchill – Quoted as a motivational figure emphasizing the importance of applying knowledge.