LKPD KB 2

Lembar Kerja Peserta Didik ( LKPD )

MENERAPKAN PENANGANAN RESERVASI INDIVIDU

SHANTI, SST.Par

PENDIDIKAN PROFESI GURU ( PPG )
UNIVERSITAS NEGERI MEDAN
TAHUN 2020

Sekolah : SMK NEGERI 1 INDRAMAYU

Mata Pelajaran : Front Office

Kompetensi Keahlian : Perhotelan

Materi : Menerapkan Penanganan Reservasi Individu

Kelas / Semester : XI / 3

Alokasi Waktu : 10 menit

Guru Mapel : Shanti, SST.Par

C. INDIKATOR :
3.4.4 Menyusun Dialog reservasi individu by phone
3.4.5 Menyimpulkan SOP penanganan reservasi Individu

D. INFORMASI PENDUKUNG

RANGKUMAN :

Perhatikan video dibawah ini : https://www.youtube.com/watch?v=oUv2BcxAvjQ
Teknik Pemesanan Kamar melalui Telepon

Menjawab telephone :
· Memberi salam
· Sebutkan nama departemen
· Sebutkan nama sendiri
· Tawarkan bantuan

Eg : “ Good Morning / Good Afternoon / Good Evening. Front Office
department. Tiara speaking. May I help you ? “

Cara berbicara di telephone :
 Berbicara dengan seksama
 Jelas
 Ada respon dan nada yang membantu
 Jangan gunakan kata slang
 Jangan berargumentasi dan marah
 Catat pesan dengan baik dan akurat

 Berikan ekspresi yang baik pada nada suara

Dialogue in Taking Reservation by Phone :

Reservation : Good morning ,Happy Together Hotel.
Guest Reservation speaking, may I help you ?
Reservation
Guest : Yes, I need a room at your hotel
Reservation : May I know what kind of room do you want Madam /
Guest Mr?

Reservation : A Double room please
: What date will you be arriving and for how long you will
Guest stay in our Hotel madam / Mr ?
Reservation : On December 17, for three nights
Guest
Reservation ( the agent now checks the computer file or control
Guest book or reservation chart for room available on the
Reservation dates requested )
Guest : Yes madam we room available on December 17 until
Reservation
Guest December 20. for a double room for Rp . 120 000.- nett
Reservation including breakfast for 2 person and transfer from the
airport to the hotel and hotel to the airport.
Guest : Yes I will take it
Agent
: May I know your name, adreess and phone number,
please?
: Tyansi Siregar. My home address is River Park No. 10,
Jakarta 12320 and my phone number is 021- 75790865
: How many are in your party Mr. Stanford?

: Two, me and my wife. We’ll fly with Garuda there. Could you
arrange a pick up from the airport for us?
: Certanly Sir, may I have your flight number and arrival
time?

: It’s GA 504, will arrival at 17 pm
: Do you have special Request Madam / Mr ?

: Yes, I want the Room view to the swimming pool
and flower in corner of room

: fine. Your reservation is confirmed for a double room room
with flower in the corner of room and fiew to the swimming
pool, arriving on December 17, and departing on December
20. Your reservation confirmation number 108 PH 19. Do

you have any other request?
: No, that’s it
: Thank you Mr. Stanford . We look forward to forword to
welcoming you to our hotel

Nama Siswa XI PERHOTELAN
Kelas MENERAPKAN PENANGANAN RESERVASI INDIVIDU
Tema/Subtema

Tujuan Pembelajaran siswa diharapkan dapat menyusun dialog reservasi
dengan tepat.

LATIHAN SOAL :

Buatlah dialog reservasi dengan data sebagai berikut :
Guest Name : Mr. Andrew Miller
Room Type : 2 suite room

ETA : 15 oktober 2020 by. GA 101s
ETD : 20 Oktober 2020

No.Phone : 081324923769
Payment : Deposit Rp. 1.000.000
Email : [email protected]

INSTRUMEN PENILAIAN PENGETAHUAN

No. Indikator Pertanyaan Skor
1.
2.
3.
4.
5.

Jumlah Skor

INSTRUMEN PENILAIAN KETERAMPILAN Skor Skor yang
Maksimal diperoleh
Kelompok :
Nama Siswa 25
1. ………………………………... 15
2………………………………...
3. ………………………………... 25
4. ………………………………...
5. ………………………………... 15
6. ………………………………... 20
100
Penilaian Keterampilan

NO Aspek yang di nilai

Umpan Balik Paska menonton vedio perjalanan
denga link yang telah di Bagikan kepada peserta
A didik, pada minggu lalu.
1. Alat Berupa Komputer / Smartphone
2. Alat Tulis Sekolah
Ketepatan Menjawab Pertanyaan

1. Dampak yang ditimbulkan oleh suatu
B perjalanan

2. Accessibility
3. Perencanaan

Total

INSTRUMEN PENILAIAN SIKAP

Kelompok :
Nama Siswa
1…………………………………
2………………………………...
3. ………………………………...
4. ………………………………...
5. ………………………………...

A. Instrumen Penilaian Sikap

NO Aspek yang di observasi Hasil Pengamatan
1234

1 Interaksi didalam kelompok

2 Kesungguhan dalam mengerjakan tugas kelompok

3 Kerjasama Siswa dalam kelompok

4 Menghargai pendapat teman baik dalam kelompok
maupun luar kelompok

Total

B. Skor :

C. 1. : Sikap Kurang

D. 2. : Sikap Cukup

E. 3. Sikap Baik

F. 4. Sikap Sangat Baik

JAWABAN SOAL LATIHAN :

Dialog reservasi dengan data sebagai berikut :
Guest Name : Mr. Andrew Miller
Room Type : 2 suite room
ETA : 15 oktober 2020 by. GA 101
ETD : 20 Oktober 2020
No.Phone : 081324923769
Payment : Deposit Rp. 1.000.000
Email : [email protected]

Clerk : Good morning, gatsu hotel, Dian speaking, may I help you ?

Caller : Yes good morning. I want to reserved a room please.

Clerk : Alright sir. May I know your name please ?

Caller : Andrew Miller from USA

Clerk : Yes sir. What a type of room would you like ? we have execitive room

and suite room.

Caller : 2 suite room please

Clerk : Alright sir. What time you will be arriving and how long you will staying?

Caller : 15 oktober until 20 oktober 2020 by GA 101

Clerk : Alright sir. I will check it for you. You’re very lucky sir, the room is

available. Can I know your phone number sir ?

Caller : yes, 081324923769.

Sorry, can you send me the confirmation letter? Please send to my email

: [email protected]

Clerk : yes sir, i will send your confirmation letter today.

I am sorry sir, our hotel have a regulation to guest to pay deposit payment

before check –in. You can transfer at bank BCA 11223344 (gatsu Hotel)

Caller : alright, I will tranfer 1.000.000

Clerk : thank you sir.

I will repeat your confirmation : You booked 2 suite room for the date

15-20 oktober and your hpone number is 081423923769. Is that correct

sir?

Caller : yes correct.

Caller : thank you for your reservation sir. See you on oktober.