Materi Silabus ESP

Written by:
S. Anggelia
Maya Damayanti

MEETING 1

INTRODUCTION

KNOWING THE PURPOSE OF LEARNING ENGLISH SKILL

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Meeting 2

GREETINGS

Greeting is an act of communication in which human beings intentionally make their presence
known to each other, to show attention to, and to suggest a type of relationship (usually cordial)
or social status (formal or informal) between individuals or groups of people coming in contact
with each other.

In these situations we use more formal or professional language to show respect, to show the
importance of a situation or the person or to keep a professional tone. Use the example words
and expressions below to appropriate greet individuals or groups and start conversations.

Formal
 Good morning / Good afternoon / Good Evening
 Hello. How do you do?
 Nice to meet you. / Pleased to meet you.
 How have you been doing? / How have you been?

Informal
 Hello/ Hi!
 How are you? / How are you doing? / How is it going?
 Good to see you. / It‟s great to see you. / Nice to see you.
 Long-time, no see. / It‟s been awhile. / When was the last time we saw each other?
 How have you been? / How have things been going (since I last saw you)? / What have

you been up to?

LEAVE TAKING

The definition of leave-taking is the act of saying goodbye, or exiting or departing.
Expression of leave-taking below.

 Bye/ Bye-bye
 See you
 Take care
 Farewell
 I must work now
 I think I should be going
 I‟ve got to work now
 It‟s nice talking to you, but I have to work now.

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INTRODUCING

Introduce someone is to bring a subject to the attention of (someone) for the first time.

Introducing myself

 First let me introducing myself.
 My name is …
 Allow me to introduce myself
 Excuse me my name is …
 How do you do? My name is …
 Hi! I‟m …

Introducing Someone

 I would like to introducing you to …
 I‟d like you to meet …
 Allow me to introduce ….

THANKING

Let‟s study the following expression of thanking bellow :

Formal
 I‟m very grateful for …
 I‟m so grateful for …
 Thank you very much for …
 Thank you so much for …
 Thank you for …
 That was nice of you. Thank you.
 That was nice of you.
 Thank you. But you really shouldn‟t have
 They‟re beautiful but you didn‟t need to (give me anything)
 Thanks a lot for …
 I really appreciate …
 I‟m really grateful to you.
 I do appreciate …
 I‟m very much obliged to you.
 That is very good of you.
 I really can‟t thank you enough.
 I should like to say how grateful I am.

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Informal
 Thank you.
 Thank you very much.
 Many thanks.
 Thank you very much indeed.
 Thanks.
 Thanks a lot.

Response of Thanking :
 You‟re very/ quite welcome.
 You‟re entirely welcome.
 Don‟t mention it.
 You‟re welcome.
 It was my pleasure.
 Don‟t mention it.
 You‟re welcome.
 Well, I just wanted to show my appreciation for…
 You‟re welcome.
 It was nothing. What are friends for?
 Don‟t worry about it.

APOLOGIZING

To apologize is to tell someone that you are sorry for having done something that has caused him
inconvenience or unhappiness.

 I do apologize for…
 I must apologize for…
 I apologize for…
 I‟d like to apologize for…
 I am so sorry for…
 I shouldn‟t have…
 I‟m very sorry for / that …
 I apologize if I …
 I apologize for (+ ing form of verb)
 It‟s all my fault.
 I‟m ashamed of…
 Please, forgive me for…
 Excuse me for …

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 I‟m terribly sorry for...
 Pardon me for this…
 Please, forgive me for my….
 Please, accept my apologies for..
OFFERING
Offering help is an expression to offer help to someone. The purpose is to offer assistance for
someone who is doing something politely. There are expression of offering help.

Offering help
 Can/may I help you?
 What can I do for you?
 Do you want me to joint us?
 Would you like me to ….
 Let me …
 I‟ll …. if you „d like
 I‟ll be happy to ….. if you „d like
 I‟d be glag to ……. if you „d like
 Shall I …………….?
 Would you like me to……………..?
 Would you like ……………..?

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MATERI 3

ADJECTIVES
Adjectives are words that are used to describe or modify nouns or pronouns. There are some
kinds of adjectives.

Adjectives of Quality
The adjectives that are used to describe the nature of a subject or a noun or showing the kind or
quality of nouns or pronouns are called Adjective of Quality. They basically answer the question
of “what kind of?” in specifying the description of the subject or noun.

 Rich
 Beautiful
 Sweet
 Polite
 Healthy
 Smart
 Intelligent
 Brave
 Proud
 Calm
 Successful
 Generous

Adjectives of Quantity

Some adjectives tell you the quantity of the nouns they describe.

 One table
 some soldiers
 a lot of books
 a few cups
 a few puppies
 a little ice cream
 a little rice
 not many people
 too much salt
 lots of insects
 plenty of money
 some food
 Is there any milk?

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Adjective of Size

Some adjectives tell you the size of the nouns they describe.

 a huge balloon
 a fat sumo wrestler
 a thin boy
 a short man
 a big hat
 broad shoulders
 a high mountain
 a large ship
 a long bridge
 a low ceiling
 a narrow path
 small animals
 tiny insects
 a wide street
 a tall girl

Adjectives of Shape

Some adjectives tell you the shape of the nouns they describe.

 Round
 Straight
 Circular
 Oval
 Crooked
 Curved
 Broad

Adjectives of Age

Some adjectives tell you the age of the nouns they describe.

 old
 new
 young
 ancient
 antique
 old-fashioned

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 youthful
 mature
 modern

Adjectives of colour

 Red
 Yellow
 Green
 Blue
 Orange
 Black
 White
 Grey

To Describe a Person or Personality
 Rich
 Calm
 Shy
 Sleepy
 Cheerful

To describe Appearance

 Handsome/ Pretty
 Fat/ thin
 Tall/ short
 Blushing

DATE AND TIME

Day: Sunday, Monday, Tuesday, Wednesday, Thursday, Friday, Saturday

Formal Date

British: Day-Month-Year : the thirteen of September, 2020

American: Month-Day-Year : September the thirteen, 2020

Informal Date

British: Day-Month-Year : 13th September 2020, 13 September 2020; 13/9/2020, 13/9/20

American: Month-Day-Year : September 13th, 2020, September 13, 2020; 9/13/2020, 9/13/20

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Sebelum Masehi = Before Common Era (BCE) atau Before Christ (BC)
Setelah masehi = Common Era (CE) atau Anno Domini (AD)
TIME
Am = ante merediem
Pm = post merediem
06.00 : Six o‟clock
07.30 : Seven thirty
09.45 : Nine Forty five
10.09 : Ten o nine
05.10 : Ten past five
07.20 : Twenty past seven
09.25 : Twenty five past nine
05.35 : Twenty five to six
08.50 : Ten to nine
10.45 : Fifteen to eleven

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MATERI 4

CARDINAL AND ORDINAL NUMBER

Cardinal Numbers are a generalization of the natural numbers used to measure the cardinality
(size) of sets. Examples: 1, 2, 3, …..

Cardinal numbers from 1 through 1,000,000

1 one 11 eleven 21 twenty-one 31 thirty-one

2 two 12 twelve 22 twenty-two 40 forty

3 three 13 thirteen 23 twenty-three 50 fifty

4 four 14 fourteen 24 twenty-four 60 sixty

5 five 15 fifteen 25 twenty-five 70 seventy

6 six 16 sixteen 26 twenty-six 80 eighty

7 seven 17 seventeen 27 twenty-seven 90 ninety

8 eight 18 eighteen 28 twenty-eight 100 one hundred

9 nine 19 nineteen 29 twenty-nine 1,000 one thousand

10 ten 20 twenty 30 thirty 1,000,000 one million

Ordinal Numbers are a number that tells the position of something in a list, such as 1st, 2nd, 3rd,
4th, 5th etc. Most ordinal numbers end in "th" except for: one ⇒ first (1st) two ⇒ second (2nd)
three ⇒ third (3rd)

Ordinal Numbers from 1 through 1,000,000

1 st first 11th eleventh 21st twenty-first 31 st thirty-first

2 nd second 12th twelfth 22nd twenty-second 40 th fortieth

3 rd third 13th thirteenth 23rd twenty-third 50 th fiftieth

4 th fourth 14th fourteenth 24th twenty-fourth 60 th sixtieth

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5 th fifth 15th fifteenth 25th twenty-fifth 70 th seventieth

6 th sixth 16th sixteenth 26th twenty-sixth 80 th eightieth

7 th seventh 17th seventeenth 27th twenty-seventh 90 th ninetieth

8 th eighth 18th eighteenth 28th twenty-eighth 100 th one hundredth

9 th ninth 19th nineteenth 29th twenty-ninth 1,000 th one thousandth

10th tenth 20th twentieth 30th thirtieth 1,000,000th one millionth

NATIONALITY AND LANGUAGE

Nationality is a legal relationship between an individual person and a state.

Language is a system of conventional spoken, manual (signed), or written symbols by which
individuals express themselves.

Below is a list of countries with the appropriate nationality. The Language that appears is the
main language that is spoken in the country.

Country Nationality Nationailty Language
(Adjective) (Noun)

Afghanistan Afghan an Afghan Dari (Persian) - Pashto
Albania Albanian
Algeria Albanian an Albanian Arabic

Argentina Algerian an Algerian Spanish

Australia Argentine an Argentine English
Austria Argentinian an Argentinian German
Bangladesh Bengali
Belgium Australian an Australian French / Flemish

Austrian an Austrian

Bangladeshi a Bangladeshi

Belgian a Belgian

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Bolivia Bolivian a Bolivian Spanish

Botswana Batswana a Botswanan English, Setswana

Brazil Brazilian a Brazilian Portuguese

Bulgaria Bulgarian a Bulgarian Bulgarian

Cambodia Cambodian a Cambodian Cambodian

Cameroon Cameroonian a Cameroonian French / English

Canada Canadian a Canadian English / French

Chile Chilean a Chilean Spanish

China Chinese a Chinese person Chinese

Colombia * Colombian a Colombian Spanish

Costa Rica Costa Rican a Costa Rican Spanish

Croatia Croatian a Croat Croatian

Cuba Cuban a Cuban Spanish

Czech Republic Czech a Czech person Czech

Denmark Danish a Dane Danish

Dominican Republic Dominican a Dominican Spanish

Ecuador Ecuadorian an Ecuadorian Spanish

Egypt Egyptian an Egyptian Arabic

El Salvador Salvadorian a Salvadoran Spanish

England English an Englishman English
an Englishwoman

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Estonia Estonian an Estonian Estonian
Ethiopia Amharic
Fiji Ethiopian an Ethiopian English, Fijian
Finland Finnish
Fijian a Fijian
France French
Finnish a Finn
Germany German
Ghana French a Frenchman English
Greece a Frenchwoman Greek
Guatemala Spanish
Haiti German a German French / Creole
Honduras Spanish
Hungary Ghanaian a Ghanaian Hungarian
Iceland Icelandic
India Greek a Greek Hindi / English
Indonesia Indonesian
Iran Guatemalan a Guatemalan Persian
Iraq Arabic, Kurdish
Haitian a Haitian
Ireland Irish / English
Honduran a Honduran
Israel Hebrew
Italy Hungarian a Hungarian Italian

Icelandic an Icelander

Indian an Indian

Indonesian an Indonesian

Iranian an Iranian

Iraqi an Iraqi

Irish an Irishman
an Irishwoman

Israeli an Israeli

Italian an Italian

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Jamaica Jamaican a Jamaican English
Japan
Jordan Japanese a Japanese person Japanese
Kenya
Kuwait Jordanian a Jordanian Arabic
Laos
Latvia Kenyan a Kenyan Swahili
Lebanon
Libya Kuwaiti a Kuwaiti Arabiv
Lithuania
Madagascar Lao a Laotain Laotian
Malaysia
Mali Latvian a Latvian Latvian
Malta
Mexico Lebanese a Lebanese Arabic
Mongolia
Morocco Libyan a Libyan Arabic
Mozambique
Namibia Lithuanian a Lithuanian Lithuanian
Nepal
Netherlands Malagasy a Malagasy Malagasy / French

Malaysian a Malaysian Malay / Malaysian

Malian a Malian French

Maltese a Maltese English, Maltese

Mexican a Mexican Spanish

Mongolian a Mongolian Mongolian

Moroccan a Moroccan Arabic / French

Mozambican a Mozambican Portuguese

Namibian a Nambian English

Nepalese a Nepalese Nepali, English

Dutch a Dutchman Dutch

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a Dutchwoman

New Zealand New Zealand a New Zealander English / Maori
Nicaragua
Nigeria Nicaraguan a Nicaraguan Spanish
Norway
Pakistan Nigerian a Nigerian English
Panama
Paraguay Norwegian a Norwegian Norwegian
Peru
Philippines Pakistani a Pakistani Urdu, English
Poland
Portugal Panamanian a Panamanian Spanish
Romania
Russia Paraguayan a Paraguayan Spanish
Saudi Arabia
Scotland Peruvian a Peruvian Spanish
Senegal
Serbia Philippine a Filipino Tagalog / Filipino
Singapore
Slovakia Polish a Pole Polish
South Africa
Portuguese a Portuguese person Portuguese

Romanian a Romanian Romanian

Russian a Russian Russian

Saudi a Saudi (Arabian) Arabic

Scottish a Scot English

Senegalese a Senegalese person French

Serbian a Serbian Serbian

Singaporean a Singaporean English, Malay, Mandarin, Tamil

Slovak a Slovak Slovak

South African a South African Afrikaans, English, + 9 more

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South Korea Korean a Korean Korean

Spain Spanish a Spaniard Spanish

Sri Lanka Sri Lankan a Sri Lankan Sinhala, Tamil

Sudan Sudanese a Sudanese person Arabic, English

Sweden Swedish a Swede Swedish

Switzerland Swiss a Swiss person German, French, Italian, Romansh

Syria Syrian a Syrian Arabic

Taiwan Taiwanese a Taiwanese person Chinese

Tajikistan Tajikistani a Tajikistani Tajik (Persian)

Thailand Thai a Thai person Thai

Tonga Tongan a Tongan English, Tongan

Tunisia Tunisian a Tunisian Arabic

Turkey Turkish a Turk Turkish

Ukraine Ukrainian a Ukranian Ukrainian

United Arab Emirates Emirati an Emirati Arabic

(The) United Kingdom British a Brit English

(The) United States American ** an American English

Uruguay Uruguayan a Uruguayan Spanish

Venezuela Venezuelan a Venezuelan Spanish

Vietnam Vietnamese a Vietnamese person Vietnamese

Wales Welsh a Welshman Welsh / English

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a Welshwoman

Zambia Zambian a Zambian English
Zimbabwe 16 languages
Zimbabwean a Zimbabwean

PROFESSION
A profession is an occupation founded upon specialized educational training, the purpose of
which is to supply disinterested objective counsel and service to others, for a direct and definite
compensation, wholly apart from expectation of other business gain.
Below we have a list of different Professions and an explanation of what each person does in that
profession.
Accountant - a person that works with the money and accounts of a company.
Actor /Actress - a person that acts in a play or a movie
Architect - a person that designs building and houses.
Astronomer - a person who studies the stars and the universe
Author - They write books or novels.
Baker - They make bread and cakes and normally work in a bakery.
Bricklayer - a person that helps to build houses using bricks.
Bus driver - a person that drives buses.
Butcher - a person that works with meat. They cut the meat and sell it in their shop.
Carpenter - a person that makes things from wood including houses and furniture.
Chef/Cook - a person that prepared food for others, often in a restaurant or café.
Cleaner - a person that cleans/tidies an area or place (such as in an office)
Dentist - a person that can fix problems you have with your teeth.
Designer - a person who has the job of designing things.
Doctor - a person you go to see when you are ill or have some type of health problem.
Dustman/Refuse collector - a person that collects trash/rubbish from bins in the street.

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Electrician - a person that works with electric circuits.
Engineer - a person who develops solutions to technical problems. They sometimes design,
build, or maintain engines, machines, structures or public works.
Factory worker - a person that works in a factory.
Farmer - a person that works on a farm, usually with animals.
Fireman/Fire fighter - a person that puts out fires.
Fisherman - a person that catches fish
Florist - a person that works with flowers.
Gardener - a person that keeps gardens clean and tidy. They take care of the plants in the
garden.
Hairdresser - they cut your hair or give it a new style.
Journalist - a person that makes new reports in writing or through television.
Judge - a qualified person that decides cases in a law court.
Lawyer - a person that defends people in court and gives legal advice.
Lecturer - a person that gives lectures, usually in a university.
Librarian - a person that works in a library.
Lifeguard - a person that saves lives where people swim (at a beach or swimming pool).
Mechanic - a person that repairs machines, especially car motors.
Model - a (usually attractive) person that works in fashion, modeling clothes and accessories.
Newsreader - a person that reads the news, normally on television.
Nurse - a person trained to help a doctor look after the sick or injured.
Optician - a person that checks your eyes and try and correct any problems with your sight.
Painter - a person that paints pictures or the interior and exterior of buildings.
Pharmacist - a qualified person that works with and dispenses medicine.
Photographer - a person that takes photos.
Pilot - a person who flies a plane.

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Plumber - a person that repairs your water systems or pipes.
Politician - a person who works in politics.
Policeman/Policewoman - a member of the police force. They (try and) prevent crime.
Postman - a person that delivers mail to your house.
Real estate agent - a person that makes money from selling land for development.
Receptionist - a person that is at the reception (entrance) of a company.
Scientist - a person that works in the science industry. They do many experiments.
Secretary - a person employed in an office who types letters, keeps records etc.
Shop assistant - a person that works in a shop or store selling products.
Soldier - a person who works for the army.
Tailor - a person that makes clothes for others, many times producing exclusive items of
clothing.
Taxi driver - a person who drives a taxi.
Teacher - a person that passes knowledge to students, usually at school.
Translator - a person that translates from one language to another.
Traffic warden - a person that patrols areas to check that people do not park in the wrong place.
Travel agent - a person that organises and sells holidays and flights for others.
Veterinary doctor (Vet) - a qualified person that looks after sick animals.
Waiter/Waitress - a person that works in a food outlet, looking after customers and serving
food.
Window cleaner - a person that cleans windows, normally the windows of big buildings.

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MATERI 5

HOTEL TERMINOLOGY
There are many terms floating around in the hotel industry.

1. Bell boy: seseorang yang bertugas membantu tamu hotel, mulai dari mengangkat tas
koper, membersihkan kamar, membelikan sesuatu, dan tugas-tugas lainnya yang bersifat
melayani tamu.

2. Suite room: kamar yang mahal dan terbaik di hotel.
3. Single bed: kamar yang berisi 2 kasur ukuran kecil. Biasanya disebut twin sharing.
4. Double bed: kamar yang berisi 1 kasur besar dan sering disebut king size room.
5. Pool side: kamar yang berada tepat di samping kolam renang.
6. Breakfast: sarapan.
7. Buffet: penyajian makanan yang dilakukan dalam bentuk prasmanan.
8. A la carte: penyajian makanan dengan cara taking order, seperti di warung atau lesehan.
9. Cocktail: minuman dengan alkohol.
10. Mocktail: minuman tanpa alkohol.
11. Booking atau reserve: memesan kamar.
12. Blocking room: kamar yang diblok untuk suatu keperluan.
13. Check in: saat datang dan mengambil kunci pertama kali datang.
14. Check out: saat keluar dan membayar tagihan kamar hotel.
15. Check out time: batas waktu check out.
16. Late check out: waktu kelonggaran yang diberikan pengelola hotel setelah melewati

batas check out.
17. Room rate atau rate: harga atau biaya sewa kamar.
18. Contract Rate: harga kamar yang diberikan pihak hotel ke travel

agent berdarsarkan term and condition.
19. Agent rate: harga kamar yang dikhususkan untuk travel agent.

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20. Lobby: ruang utama hotel.
21. Fully booked: ketersediaan kamar yang sudah habis.
22. Deluxe room: kamar kondisi standar.
23. Superior room: kamar dengan kondisi di atas standar, tapi di bawah suite.
24. Bar atau lounge: tempat bersantai berbentuk resto dengan musik.
25. Minibar: fasilitas hotel yang ada di dalam kamar yang disewa, yang berupa kulkas kecil

dengan isi lengkap di dalamnya. Kebanyakan hotel menerapkan charge tersendiri dan
dibedakan dengan biaya kamar.
26. Bill: tagihan biaya hotel.
27. Concierge: bagian pelayanan tamu hotel. Bell boy ada dalam struktur team concierge.
Divisi ini biasanya tersedia di hotel mewah.
28. Pick up service: layanan penjemputan maupun pengantaran. Biasanya dari bandara ke
hotel dan sebaliknya. Layanan ini bisa saja menggunakan armada operasional milik hotel
atau ada juga yang bekerjasama dengan rental mobil.
29. Compensation: pelayanan ekstra yang diberikan kepada tamu atas dasar kesalahan atau
kekurangan yang dimiliki hotel sebagai bayaran atas kesalahan tersebut.
30. Vacuum: membersihkan kotoran yang berada di kamar ataupun kolam renang.

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MATERI 6

FOOD AND BEVERAGES (F&B) TERMINOLOGY

Posisi dalam Departemen Food and Beverage Service (FBS)
1. Director Food and Beverage (F and B)

2. MOD (Manager on Duty) : staff hotel yang ditunjuk bergantian melakukan pengawasan
untuk semua departemen, dan biasanya pada saat managerial staff off duty, dan MOD
biasanya mendapatkan free stay di room hotel karena memang MOD melakukan
pengawasan sampai malam hari dan MOD free order food atau beverages sesuai
kebijakan hotel masing-masing.MOD berlaku untuk staff dengan posisi manager ke atas
dan dapat dari berbagai departemen.

3. Manager FBS (Food and Beverage Service)

4. Assistant Manager FBS (Food and Beverage Service)

5. Captain

6. Waiter

7. Waitress

8. assistant Waiter/Waitress

9. Trainee

10. Busher : Biasanya Laki-laki (waiter) yang mempunyai tugas membawa oval tray yang
berisi plate atau glass dalam jumlah banyak dan dibawa ke dish wash.

11. Greeter : Biasanya wanita (waitress) namun bisa juga laki-laki (waiter) yang bertugas
menyambut tamu (greeting). Pada breakfast greeter bertugas menyambut tamu,
menanyakan room tamu dan mengantar tamu ke table, menawarkan smooking room atau
tidak serta unfolding napkin.

12. Cashier/Receptionist : Bertugas melakukan billing dan rekap keuangan di restaurant atau
bar atau pool bar atau lounge.

13. Bar Server

14. Bartender : peracik minuman (cocktail, moktail dan minuman lainnya)

15. Barista : khusus peracik kopi dengan berbagai macam olahan kopi

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16. Sommelier : ahli wine, biasanya mempresentasekan wine yang dipilih guest (house),
membuka wine, dan serving wine kepada tamu.

Istilah teknis di Floor Restaurant

1. Grooming : Penampilan

2. Sequence of Service : merupakan SOP pelayanan dimulai dari welcoming the guest
(greeting dilanjutkan escorting), presenting the menu, taking order beverge (repeat order),
serve the beverage, taking order food menu, serve the food to the guest, adjusting the
table, offer the dessert menu, taking order dessert, serve the dessert selanjutnya
melakukan billing sesuai dengan request tamu, dan standar by take care the guest.

3. Ten to five : 10langkah dari tamu menunjukan gesture ramah dengan cukup
menundukkan kepala isyarat menyapa dengan senyum, dan 5 langkah dengan menyapa
tamu dengan greeting SOP masing-masing hotel dengan senyum ramah.

4. Greeting : Menyapa tamu dengan salam (sesuai SOP hotel) misalnya : selamat
pagi/Sugeng Enjang, siang, sonten dan ndalu. Dengan gesture badan yang disesuaikan
dengan SOP hotel juga, misalnya dengan kedua tangan di telungkup di dada dengan
sedikit membungkukkan badan, atau dengan tangan kanan menepuk kepada menyilang
dengan sedikit posisi kepala menunduk.

5. Escorting : mengantarkan tamu ke table yang diinginkan tamu

6. Opening : merupakan kegiatan direstaurant atau bar dengan menyiapkan yang diperlukan
untuk kegiatan selanjutnya, misalnya breakfast, maka kegiatan untuk opening yaitu
mempersiapkan buffet dan kelengkapannya, mempersiapkan station berisi cultleries atau
set up an table.

7. Set up Table : menata table sesuai dengan kepentingannya (breakfast set up table, lunch
set up atau dinner set up) serta kelengkapannya. Misalnya set up breakfast, biasanya
adalah napkin, kanan dinner knife dan dinner spoon dan dikiri napkin adalah dinner fork
dan diatas knife ada tea cup causer dengan tea spoonya, kelengkapannya adalah center
piece, salt paper, dan sugar bowl.

8. Classroom set up table

9. Chinese set up table

10. Clear up : dilakukan pada saat tamu sedang di table, mengambil plate, glass atau cutleries
yang sudah dipakai tamu dan selesai digunakan tamu, sebelum clear up pastikan terlebih
dahulu kepada tamu apakah sudah selesai.

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11. Crumbing Down : merupakan kegiatan membersihkan meja dengan cloth setengah basah
dan dilakukan pada saat tamu sudah tidak di table.

12. Folding Napkin

13. Unfolding Napkin : biasanya unfold napkin saat tamu duduk dengan sempurna dan kita
unfold napkin dipangkuan tamu dari arah kiri tamu.

14. Adjustment : Mengambil plate atau cutleries yang tidak diperlukan di meja tamu
(disesuaikan dengan set up an yang akan diorder tamu).

15. Taking Order

16. Repeat Order

17. Over handle : shift selanjutnya menghandle yang sudah dikerjakan shift pertama.

18. In charge : bagian/section yang dipertanggung jawabkan, misalnya in charge di pool bar,
di cashier atau greeter dan lain sebagainya.

19. Spesial of the day : merupakan menu spesial pada hari itu saja sesuai dengan kreasi chef

20. Mise en Place (baca: misongpla) : menempatkan sesuatu pada tempatnya (organize)

21. Decoy System : merupakan sistem yang diterapkan di semua departemen di hotel dengan
menempatkan barang-barang sesuai dengan jenisnya. Misalnya clear up, didecoy
sehingga disusun sesuai dengan ukurannya. Kalau dikapal menyebutnya organized.

22. Polish : mengelap dengan kain bersih dan steril segala plate dan glass atau peralatan
makan lainnya yang sudah di cuci, sehingga tidak basah dan tidak ada spot.

23. Speed : gerakan pekerja (waiter/waitress misalnya)

24. Three Bucket System : metode pembersihan dengan 3 ember dari menggunakan
chemical, pembilasan sampai sterilisasi. Dunia perhotelan kapal mengenal juga three
bucket system, menggunakan 3 jenis bucket (ember), dimulai dengan soap dengan air
hangat, di lap dengan air hangat dan terakhir sterilisasi dengan air bleech dalam air
dingin.

25. Free flow water : paket yang menawarkan Refill minuman secara terus menerus dengan
jenis minuman yang disepakati antara hotel dengan tamu (biasanya dalam event),
misalnya mineral water, juice atau tea or coffee.

26. Take away : menu yang diorder tamu dibawa pulang atau dibungkus/dipack

27. Soaking : mencuci dengan chemical

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Berbagai macam istilah dalam schedule atau absensi karyawan

 Morning shift

 Afternoon shift

 Evening shift

 Night shift

 Graveyard shift : shift tengah malam

 Early Morning Shift : beberapa perusahaan mempunyai early morning shift yaitu dimulai
sekitar jam 5 pagi, biasanya shift ini diperlukan karena ada kebutuhan pekerja
dikarenakan misalnya grup guest akan check out early, jadi stand by untuk early
breakfast.

 Middle Shift

 EO

 Jumping: yaitu kondisi evening shift kemudian morning shift, keadaan seperti ini disebut
jumping karena mempunyai jarak istirahat yang pendek.

 Split : beberapa perusahaan menyebut double shift dengan split. Biasanya diposisikan
split/double shift pada situasi hotel ramai kegiatan.

 Double Shift : Dalam satu hari, dua kali datang untuk on duty namun dengan akumulasi
jumlah jam kerja sama dengan hari-hari biasanya.

 Straight Shift : istilah ini biasanya digunakan dalam dunia kapal pesiar, dimana dalam
dunia kapal pesiar biasanya kerja dengan waktu 10jam terbagi menjadi double shift,
namun straight shift tidak ada jeda long break selama 10jam kerja tersebut.

Bagian dari Breakfast Buffet:

1. Main Buffet : merupakan meja buffet yang menghidangkan main course (hidangan
utama).

2. Egg Station : station khusus untuk memasak telur dengan berbagai macam olahan telur,
biasanya untuk breakfast.

3. Salad Bar

4. Bread Station

5. Beverage Station

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Jenis-Jenis Menu

1. A la Carte (baca: alakat): tamu memesan food dan beverage sesuai dengan daftar menu
dan dengan harga yang sudah ditentukan.

2. Set Menu
3. Room Service : tamu in house memesan food atau beverage sesuai dengan daftar menu (a

la carte) dari Line telp kamar dan terhubung no room service dan order akan diantar ke
room tamu.
4. Breakfast
5. Lunch
6. Brunch : breakfast and lunch
7. Dinner
8. Supper

Istilah yang berhubungan dengan tamu

 Occupancy
 Check in
 Check out
 In house guest : merupakan tamu yang menginap di hotel tersebut dan biasanya untuk

paket room sudah termasuk free breakfast untuk dua orang dewasa dan dua anak kecil.
 Walk in guest : merupakan tamu yang membeli produk food atau beverage namun tidak

menginap di hotel tersebut.
 Repeater guest : Merupakan tamu yang berkali-kali datang in house di hotel, biasanya

kita wajib menyapa dengan nama dan mentreat lebih spesial.

Jenis-Jenis Peralatan Makan, Minum dan Buffet
1. Silverware atau yang disebut juga dengan Cutlery
2. Chineseware
3. Glassware
4. Cutlery (jamaknya : cutleries)
5. Dinner plate
6. Dessert plate
7. B and B plate
8. Rice bowl
9. Soup cup
10. Cereal bowl
11. Tea saucer
12. Soup saucer
13. Dinner Spoon
14. Dinner Fork
15. Dinner Knife

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16. Dessert Spoon
17. Dessert Fork
18. Dessert Knife
19. Demi-tasse spoon : ukurannya lebih kecil dari tea spoon, spoon ini untuk melengkapi

demi-tasse cup dan demi-tasse saucer, biasanya untuk menyajikan minuman coffee
(single espresso)
20. Tea spoon
21. Water Goblet : khusus untuk menyajikan mineral water (baik dingin maupun tidak)
22. Tea cup
23. Demi-tasse cup : ukurannya lebih kecil dari tea cup dan untuk menyajikan coffee
(single espresso)
24. Tulip Glass
25. Juice Glass : juice glass merupakan gelas tanpa gagang dan biasanya panjang
26. Serving Spoon : sendok untuk mengambil makanan di buffet
27. Serving Fork : garpu untuk mengambil makanan di buffet, biasanya yang bertekstur
mie-miean.
28. Tong : Capitan untuk mengambil makanan misalnya cake, bread, gorengan, dan lain
sebagainya.
29. Serving Holder : Dudukan peralatan serving (tong, liddle soup, serving spoon atau
serving fork)
30. Chop Stick : sumpit, biasanya ada di chinese restaurant atau makanan Jepang.
31. Chop Stick Holder : dudukan sumpit
32. Center Piece/Vas : dapat berupa vas bunga plastik atau tanaman hidup.
33. Sugar bowl : merupakan wadah untuk display bermacam-macam sugar (sugar/gula
pasir, brown sugar, dan creamer dengan komposisi jumlahnya 6-4-4 sebagai contoh,
biasanya tergantung dari aturan masing-masing hotel dan mereka mempunyai standar
dalam penyusunan.
34. Sugar pot : wadah untuk gula pasir
35. Sugar : gula pasir dalam sachet
36. Brown sugar : gula merah bubuk dalam sachet
37. Creamer : pelengkap coffee
38. Place Mat : merupakan alas yang diletakan dimeja tamu untuk meletakan berbagai
macam plate, cutleries dan glass.
39. Ashtray : asbak
40. Sugar Bowl : merupakan wadah untuk tempat berbagai macam sugar dan creamer.
41. Napkin : Terkadang native speaker bahasa Inggris menyebut tissue dengan napkin,
napkin merupakan cloth tamu yang biasanya di set up di table tamu dan kegunaannya
untuk sekedar mengelap bagian sekitar mulut dan bukan untuk mengelap muka. Napkin
bisa dikreasikan dengan berbagai macam folding napkin.
42. Paper/paper napkin : Tissue
43. Straw : sedotan
44. Decanter
45. Claypot
46. Round tray : tray untuk membawa gelas
47. Oval tray : ukurannya besar biasanya dibawa ke dish wash oleh busher, meletakan cup,
glass dan peralatan makan lainya.

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48. Square tray : untuk membawa plate
49. Smoking Area : Merupakan area yang di khususkan untuk perokok, dan tidak

disarankan untuk anak-anak atau bayi.
50. Coaster : Sejenis kertas tebal atau bisa berbahan taplak, khusus untuk alas minuman

dingin.
51. Coktail : Campuran berbagai minuman dan mengandung kadar aklohol
52. Coffee Grinder : Penggiling kopi biji
53. Coffee Machine : Mesin kopi
54. Coaster : alas gelas khusus minuman dingin, biasanya terbuat dari bahan karton tebal

bergambarkan logo hotel/nama hotel atau terbuat dari bahan taplak meja.
55. Long bar spoon : sebesar tea spoon dengan ganggang yang lebih panjang
56. Stirer : terbuat dari plastik panjang seperti sumpit dan atasnya terdapat sisi pipih,

berfungsi untuk mengaduk minuman dalam gelas.
57. Red wine Glass
58. White wine glass
59. Carafe
60. Beer glass
61. Shaker
62. Jigger
63. Cutting board
64. Ice tong
65. Simple syrup : merupakan gula pasir dicairkan dan dimasak dengan air
66. Ice breaker
67. Wine bucket
68. Ice cream scoop
69. Baby Chair : Bangku Bayi
70. Dish wash : merupakan bagian kerja steward, mencuci semua plate, glass dan peralatan

kitchen.
71. Rest room : toilet
72. Pool Bar : Merupakan minibar yang melayani tamu yang berada di pool area, yang bisa

saja berenang atau sekedar santai di pool side.
73. Lounge
74. Welcome Drink : Merupakan minuman free untuk tamu khusus untuk menyambut

kedatangan tamu yang akan check in. Biasanya juga diberikan free kepada tamu saat
memesan menu A la Carte.
75. Welcome Snack : Fungsinya sama seperti welcome drink, jenis snack tergantung
hotelnya dan setiap hotel bisa berbeda-beda.

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MATERI 7

PRESENT TENSE AND PRESENT CONTINOUS TENSE

PRESENT TENSE

Subject Verb The Rest of the sentence
to the school by bus
I / You / They / go
We to the school by bus

She / He / It goes

Simple Present Tense Negative
Untuk membentuk kalimat simple present tense negative, rumusnya adalah

S + Don‟t / Doesn‟t + Verb + O

Jika kata kerja / verb nya berupa To Be, maka rumusnya menjadi

S + (is, am, are) + not + O

Contoh simple present tense negative :

 Susi Pudjiastuti is not the Ministry of Maritime Affairs and Fisheries.
 She doesn‟t read Harry Potter book everyday.
 They don‟t watch new movies every sunday.

Perhatikan, untuk subjek bentuk ketiga (she, he it), setelah kata don‟t atau doesn‟t, bentuk verb
TIDAK DITAMBAHKAN S / ES

Simple Present Tense Interogative
Untuk membentuk kalimat simple present tense interogative / kalimat pertanyaaan, biasanya
menggunakan tambahan do atau does di depan kalimat. Rumusnya adalah sebagai berikut

Do / Does + S + Verb 1 + O ?

Kata do digunakan jika subjeknya adalah I, you, they, atau we. Namun, kata does digunakan jika
subjeknya adalah bentuk orang ketiga (She, He, It).

Contoh simple present tense interogative :

 Does she read Harry potter book ?
 Do they watch new movie everyday ?
 Do you play basketball every morning ?

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PRESENT CONTINOUS TENSE

Untuk membentuk kalimat present continuous tense, kita harus menerapkan rumus be + present
participle (-ing) pada kata kerja utama.

Bentuk Rumus Present Continuous Tense Contoh Kalimat

Positif Subjek + be (am/is/are) + verb (-ing) + … She is sleeping right now
(+) We are studying today

Negatif She is not sleeping right now
(-) Subjek +be (am/is/are) + not + verb (-ing) + … We are not studying today

Interrogatif Is she sleeping right now?
(?) Be (am/is/are) + subjek + verb (-ing) + …? Are we studying today?

THERE IS/ THERE ARE SENTENCES

We use there is and there are when we first refer to the existence or presence of someone or
something.

Here are the formula for there is/ there are sentences.

Bentuk Rumus There is/ There are Contoh Kalimat

There is a book

Positif There is/ there are + … There are books
(+) There is some milk

There is not a book

Negatif There are not books
(-) There is/ there are + not + …… There is not some milk

Is there a book?

Interrogatif Are there are books?
(?) Is there/ are there + …? Is there some milk?

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MATERI 8

Front Desk Receptionist
 Enterprise Hotels, Martin speaking. How can I help you?
 What date are you looking for?
 How long will you be staying?
 How many adults will be in the room?
 I'm afraid we are booked that weekend.
 There are only a few vacancies left.
 We advise that you book in advance during peak season.
 Will two double beds be enough?
 Do you want a smoking or non-smoking room?
 The dining room is open from 4 pm until 10 pm.
 We have an indoor swimming pool and sauna.
 We serve a continental breakfast.
 Cable television is included, but the movie channel is extra.
 Take Exit 8 off the highway and you'll see us a few kilometers up on the left hand side.
 The rate I can give you is 99.54 with tax.
 We require a credit card number for a deposit.

HOW TO RESPONSE OF COMPLAINING
1. Listen to or read the customer's complaint.
2. Take a moment to process the criticism.
3. Determine what action you'll take to address the problem.
4. Thank the customer for their feedback.
5. Apologize and reiterate your understanding of the issue.

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6. Clearly outline your plan to remedy the situation.
7. Thank the customer again and offer follow-up information.
8. Check to see if the customer is happy with the result.
9. Incorporate changes from customer feedback.

Example for written complaint:

Dear guest, thank you for your time to write this review, I apologize for this bad experience. I am
very disappointed to hear that our room service and housekeeping staff did not meet your
expectations. Your remarks are well noted and I personally will make every effort to remove all
shortcomings as soon as possible. We will try the next time to be more than expected.

Example for spoken complaint:

*This dialog happened when the guest has a button problem.

Receptionist : Sorry, Madam, Have you pushed the button ?

Caller : Yes, I have and my husband have too. But it was error.

Receptionist : Please tell me where is your room?
Caller : 745

Receptionist : Ok, Madam, forgive us, we will deliver someone to check it
Caller : But , how can I get hot water to take a bath?

Receptionist : You can use a bathroom in the other room, our officer will pick you up at the
room

*This dialog happened after the guest has ordered the food.

Waiter : These are your orders Sir, a chicken steak with mushroom sauce and a glass of avocado
juice.

Guest : Excuse me, waiter.

Waiter : Yes, Sir. What can I do for you?
Guest : I am sorry but this is not like what I have ordered. Would you mind telling me who‟s the
chef?

Waiter : I am so sorry Sir. Is there any problem with your order?
Guest : Yeah. I think there is something wrong about the food. Do you still remember what I‟ve
ordered?

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Waiter : Okay Sir, let me repeat your order. You ordered a chicken steak with mushroom sauce
and a glass of avocado juice.

Guest : Yes, but as you can see, I ordered a chicken steak with mushroom sauce but that is a
black pepper sauce and also the chicken is not well-cooked.

Waiter : I really apologize for this inconvenience Sir. Allow me to get you the new one.
Guest : That‟s alright. This restaurant has been running for so long, I just don‟t expect that such
things happen here.
Waiter : I‟m sorry Sir. I apologize on behalf of my chef.

Guest : Okay, no problem. Just make sure that such things will not happen again.

Waiter : Alright Sir. Thank you for your kindness. Guest : I would appreciate if you can replace
it with the new one.

Waiter : Absolutely Sir, please wait a moment.

Guest : Ok, thanks.

Waiter : You are welcome Sir.

Checking Guests Out

 Could I have your room number and key, please?
 Your total is [amount]. How will you be paying for this, please?
 Thank you and hope to see you again soon.

Expression of Confirmation/ Cancellation

Confirmation is the action of confirming something or the state of being confirmed.

Cancellation is the action of canceling something that has been arranged or planned.
 The reservations I made on…..
 Wish to confirm/cancel that reservation a room at……
 Our request to confirm/ cancel……
 Please confirm/cancel the reservation by June 1……
 Please confirm/cancel the reservations of….
 Send us confirmation/ cancellation of….
 Please send me written confirmation/ cancellation of…..

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