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Perpustakaan.Uns.Ac.Id Digilib.Uns.Ac.Id Commit to User perpustakaan.uns.ac.id digilib.uns.ac.id CHAPTER III ANALYSIS AND DISCUSSION A. The Brief History of Batari Kencana Tour and Travel. Batari Kencana Tour and Travel is a company engaged in the business of tour and travel. Batari Kencana Tour and Travel was established on September 7th, 2012. It was built by PT. LAJANGIROE. The office is located at Slamet Riyadi 246 Street. The office location is strategic, because it is located at one of the main streets in Solo City. Mirza Ananda and Dyah Ratna Heryati are the owner of this company. Mirza Ananda is the pioneer of this business by establishing Batari Tour and Travel agencies in Makassar, South Sulawesi and Boyolali, Central Java. She started her business by building Batik Kencana Murni in Solo. Along with Mirza Ananda and Dyah Ratna Heryati are cooperated to develop their business by establishing travel agencies in Solo City named Batari Kencana Tour and Travel. There are three shifts in Batari Kencana Tour and Travel. They are morning shift, middle shift and evening shift. Morning shift starts at 8 AM until 4 PM. The most of employees work in this shift. The next shift is middle shift which starts from 10 AM to 6 PM. And the last shift is evening shift starting from 1 PM to 9 PM. commit to user 9 perpustakaan.uns.ac.id digilib.uns.ac.id Batari kencana Tour and Travel provides some services, i.e. renting the car and bus, MICE, hotel reservation, processing travel documents, selling the tour package, plane, and train ticket. In conducting its business, Batari Kencana Tour and Travel also undertakes some efforts to promote the tour packages owned by Batari Kencana Tour and Travel in Solo. B. Vision and Mission Solo city is a small city with great tourism that can be exploited for the benefit of tourism business. Batari Kencana has considered that Solo has an opportunity to be industry city in the future, so Batari Kencana takes this opportunity in tourism. Batari Kencana contributes to Solo as a tourism city to promote the culture and destinations of Solo to the customers. C. Organization Chart The Owner Mirza Ananda and Dyah Ratna Heryati Supervisor / Assistant Manager Administration Operating Cashier Accounting Ticketing Tour Hotel Reservation Source: The Data of Batari Kencana Tour and Travel Diagram: 3.1 Organization Chart in the Batari Kencana Tour and Travel commit to user 10 perpustakaan.uns.ac.id digilib.uns.ac.id D. The Activity of the Writer in Batari Kencana Tour and Travel The writer had the job training in Batari Kencana Tour and Travel Solo. The writer started to have job training from February 28th to March 28th 2014. The working hours started from 08.00 AM to 04.00 PM. On Sunday, it started from 09.00 AM to 05.00 PM. Before, the writer started the job training, the senior taught me how to serve the customers well, i.e. a) The writer should smile to the customers who come to the office and greet them by saying “good morning” or “good afternoon” b) The writer should ask the guest’s name and give them their name. For example: Travel Agent : Good morning, Batari Kencana Tour and Travel, my name is Risya, what could I do help you! Customer : Yes. I do like to book a ticket to Jakarta for th June 17 2015. th Travel Agent : Let me see. For June 17 2015, all morning flights are fully booked. We’ve got one left available for you. It’s 20.05 flight by XX Air. Does that suit you, Miss? commit to user 11 perpustakaan.uns.ac.id digilib.uns.ac.id Customer : OK, I will book it and how much does it cost?. Travel Agent : It’s Rp. 750.000, May I have your complete name, Mrs.? Customer : Yes, My name is Sari Wangi Travel Agent : Yes, Mrs. SARI, May I borrow your identity card? Customer : Yes, this identity card. Travel Agent : Done, Mrs. We require that you pay for the ticket tomorrow afternoon before 2 pm. If you don’t come to our office after 2 pm, we have to cancel your ticket. Customers : OK, I will pay now. Travel Agent : Thank you Miss Customer : you are welcome. c) The writer should show their patience and hospitality during serving the customers. d) The writer should thank them for the confidence that the customers give to Batari Kencana Tour and Travel. commit to user 12 perpustakaan.uns.ac.id digilib.uns.ac.id E. The Description of Job Training Activities of Tour Department in Batari Kencana Tour and Travel 1. The job activities of Tour Department in Batari Kencana Tour and Travel During the job training as a staff of Tour Department in Batari Kencana Tour and Travel, The writer has a few duties and job experiences which were never obtained in the campus. The writer’s duties as follows: a. Providing Information The writer provided information for the tourists, both domestic and foreign who needed information about Solo City, such as tourist destinations, art shows, hotel accommodation, tour planning, transportation, shopping centres, malls, and other exiting places around Solo City. Planning of Tour Package b. In this job, the writer arranged the detailed tour package and calculated time and cost during a journey, including entrance the ticket of tourist attraction, transportation, accommodation, food and beverage. The writer required to have knowledge in tourism aspect. commit to user 13 perpustakaan.uns.ac.id digilib.uns.ac.id c. Promoting tour packages on social media Promotion is very important to introduce the products that had been created by Batari Kencana Tour and Travel to the public. To attract the customers to use the products of Batari Kencana Tour and Travel, this company gave discounts and gifts to the customers. In this case, the writer promoted the ticket to gave discount for tour packages through facebook, blackberry messenger, and yahoo messenger. The promotion of the tour package was conducted on Monday until Wednesday. In the Tour Department, the writer did not only do the Tour Department duties, but also helped the Ticketing Department to handle the plane tickets for domestic and international flights customers. 2. Job Experience of Tour Department in Batari Kencana Tour and Travel During the job training, the writer observed the activities of Tour Department in Batari Kencana Tour and Travel. The writer found out good and bad experiences in her job training. commit to user 14 perpustakaan.uns.ac.id digilib.uns.ac.id a. Below were good experiences, such as: 1) Getting the knowledge which was never in the campus before. Making a tour itinerary means to create a proposed route of travel which includes the detailed plan for a journey, especially a list of places to visit that sometimes can be used as a guidebook for travelers. Below were the components of tour package: a) The name of the tour package b) Estimated time of departure and arrival c) The lists of: destination, highlights, events; including their features d) The lists of: catering services, accommodation, transportation modes, financial partners, entrance fees 2) Promoting the products through the social media such as facebook, blackberry messenger and yahoo messenger. On this job, usually I updated information about tour package on facebook and I broadcasted tour package on blackberry messenger up to got the customers. commit to user 15 perpustakaan.uns.ac.id digilib.uns.ac.id b. The writer got the bad experiences, such as: 1) The writer got bad experience of many complaints from customers, when Batari Kencana Tour and Travel was cancelled the tour to Thailand because the conditions were not safe for tourists. 2) The internet was disconnected the Tour Department can not finish the work maximally. In fact, the internet was needed in the tour department. F. The Strengths and The Weaknesses of Tour Department in Batari Kencana Tour and Travel The Tour Department gives a lot of provided facilities to the customers. The Tour Department requires to provide the best services to the customers. The Tour Department had strengths and weaknesses, they are: 1. The Strengths a. The staffs of Tour Department serve the customers professionally, patiently and friendly. The staffs are able to communicate well because communication is very important to convey the information about tour packages, price of tour packages and the facilities of tour packages to the customers. It is in order to avoid misunderstanding with the customers. commit to user 16 perpustakaan.uns.ac.id digilib.uns.ac.id b. Tour Department in Batari Kencana Tour and Travel provides the best facilities they are new armadas and the flights which is always using Indonesia Garuda airlines. It also provides ACA (Asuransi Central Asia) insurance, the best hotels and the tour package that is never monotonous. Batari Kencana Tour and Travel dares to compete in terms of price of product the other travel agencies. c. The staffs of Tour Department never forget to give souvenirs to the customers during the tour. The souvenirs are usually a unique handicraft which is obtained from the local craftsmen. This attention creates a good communication between the staff of Tour Department with the customers. It can also create a good image of the company d. The staffs of Tour Department pay attention to the punctuality. The customers often prefer to use a travel agency than public transportations because of the times. The staffs of Tour Department work according to the wishes of the customers which is always on time and according to the itinerary. commit to user 17 perpustakaan.uns.ac.id digilib.uns.ac.id 2.
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