Sistem Informasi Housekeeping

BAB I

KOORDINASI DAN SISTEM PELAPORAN

1. Pengertian Koordinasi

Koordinasi pada hakekatnya merupakan upaya memadukan (mengintegrasikan), menyerasikan dan menyelaraskan berbagai kepentingan dan kegiatan yang saling berkaitan beserta segenap gerak, langkah dan waktunya dalam rangka pencapaian tujuan dan sasaran bersama.

Menurut G.R. Terry koordinasi adalah suatu usaha yang sinkron dan teratur untuk menyediakan jumlah dan waktu yang tepat, dan mengarahkan pelaksanaan untuk menghasilkan suatu tindakan yang seragam dan harmonis pada sasaran yang telah ditentukan. Sedangkan menurut E.F.L. Brech, koordinasi adalah mengimbangi dan menggerakkan tim dengan memberikan lokasi kegiatan pekerjaan yang cocok dengan masing-masing dan menjaga agar kegiatan itu dilaksanakan dengan keselarasan yang semestinya di antara para anggota itu sendiri (Hasibuan, 2007:85).

2. Prinsip-Prinsip Koordinasi
• Kesamaan Persepsi, saling pengertian dan rasa hormat
• Obyek atas sasaran yang menjadi acuan         koordinasi       harus diterima semua pihak.
• Orientasikan perilaku semua pihak pada sasaran secara terpadu.
• Rancang pertemuan berkala guna memonitor kemajuan dan penangan masalah.
• Dorong semangat kerjasama dan etos kerja semua pihak guna mengefektifkan kegiatan bersama.
• Intensifkan pemecahan masalah penghambat koordinasi.
• Nasehati dan arahkan serta bila perlu negosiasi agar tindakan tidak menyimpang.
• Arahkan semua potensi sumber daya hanya kepada sasaran atau tujuan.
• Sempurnakan system kerja dan sederhanakan bila perlu.
• Informasikam semua kebijakan dan dengarkan pendapat semua pihak dalam membina kesamaan persepsi dari semua pihak.

3. Hubungan Kerja Housekeeping Dengan Department Lain.

Housekeeping departemen harus memiliki hubungan kerjasama melalui koordinasi yang baik dengan departemen lain  di hotel. Misalnya dengan:\

1.      Front Office Department

·         Menyiapkan kamar yang akan dijual oleh front office

·         Menyiapakan permintaan tertentu tamu sesuai data dari front office

·         Melaporkan status kamar serta berkoordinasi apabila terjadi room status discrepancy

·         Membuat perencanaan kerja sesuai dengan data-data yang di berikan front office

·         Bersama dengan front office menangani ekluahan tamu yang berkaitan dengan housekeeping department.

2.      Food and Beverage Department

·         Menyiapkan linen-linen yang digunakan food and beverage department

·         Membersihkan ruangan-ruangan yang digunakan f&b department, misalnya restaurant, meeting room, dll.

3.      Accounting Department

·         Berkoordinasi dengan accounting dalam hal pembayaran gaji karyawan

·         Melaporkan hasil inventory yang dilakukan setiap bulan

4.      Purchasing Department

·         Purchasing menyediakan barang sesuai dengan spesifikasi yang diajukan housekeeping.

5.      Engineering Department

·         Engineering melakukan perbaikan alat-alat kerja housekeeping department.

·         Melakukan koordinasi untuk kegiatan general cleaning.

·         Melakukan perbaikan fasilitas – fasilitas hotel atas permintaan housekeeping.

6.      Personnel Department

·         Melaksanakan proses recruitment karyawan sesuai standard yang telah ditetapkan.

·         Melaksanakan kegiatan training sesuai denga kebutuhan.

·         Melaksanakan penilaian dan memberikan penghargaan terhadap karyawan terbaik.

·         Melaporkan absensi karyawan setiap bulan.

7.      Sales Department

·         Berkoordinasi dalam event – event yang dilakaukan oleh sales department.

·         Mempersiapkan ruangan-ruangan hotel yang akan digunakan dalam event sales department.

Pada dasarnya semua pihak yang melakukan koordinasi dan hubungan kerja, melakukan komunikasi. Dalam komunikasi harus memperhatikan elemen-elemen dan jenis-jenis komunikasi agar koordinasi hubungan kerja efektif. Untuk mencapai keberhasilan koordinasi dan hubungan kerja, semua pihak harus memperhatikan hambatan-hambatan komunikasi.

Ketika tidak ada koordinasi yang baik antara Housekeeping dengan department lain, akan mengakibatkan percekcokan antara department terkait. Contohnya, ketika seorang room attendant tidak memberi informasi status kamar dengan benar kepada bagian front office, itu bisa mengakibatkan front office melakukan kesalahan dalam memberi kamar kepada tamu, kemudian kedua department akan saling menyalahkan dan terjadilah perselihan.

4. Sistem Pelaporan

Seorang penyelia harus dapat melaporkan hasil pengawasannya, baik secara tulisan maupun lisan.

·         Sistem penulisan laporan :

-          Isi laporan haruslah sedemikian rupa sehingga bisa mengenai sasaran yang dituju.

-          Laporan memepunyai bentuk dan susunan tertentu yang biasanya berbeda – bada menurut katentuan – ketentuan yang diberikan oleh instansi / perusahaan yang mengharapkan hasil laporan.

-          Harus diprhatikan tujuan / sasaran pihak yang menerima laporan tersebut, karana bantuk dari laporan tersebut harus dasesuaikan dengan pihak yang menerima laporan tersebut.

·         Kompetensi yang dibutuhkan dalam penulisan laporan :

-          Kemampuan menulis

-          Kamampuan bahasa

-          Kemampuan berpikir

-          Kabiasaan membaca

-          Kebiasaan memberi dan meminta komentar

·         Unsur – unsur penulisan laporan :

-          Halaman judul :

A.    Judul laporan

B.     Nama dan identitas penerima laporan

C.     Nama dan identitas penulis

D.    Tempat dan tanggal penulisan

-          Surat pemberian kuasa

-          Suarat penyerahan

-          Daftar isi

-          Pendahuluan

-          Tubuh laporan

-          Kesimpulan

-          Lampiran

·         jenis – jenis laporan :

-          laporan periodis

Diserahkan setiap periode regular dan dimaksudkan untuk menyediakan informasi tentang organisasi atau aktifitasnya.

-          Laporan kemajuan

Diserahkan guna menyediakan informasi tentang kemajuan suatu rencana usaha. Seperti peningkatan kinerja pegawai housekeeping, effisiensi penggunaan alat dan bahan, dll.

-          Laporan hasil uji

Diserahkan guna menyediakan laporan tangan pertama tentang pengetahuan suatu benda ( bisanya berupa kesimpulan )

-          Laporan rekomendasi

Disediakan guna menyadiakan keterangan dasar atau pujian terhadap Sesutu guna pertimbangan dalam tindakan berikutnya.

-          Laporan penelitian

Diserahkan untuk memberitahu tentang penemuan yang tidak  diketahui sebelumnya dan diperoleh dari percobaan, penyelidikan, kuesioner, data akumulasi, dsb.

·         Contoh – contoh laporan di housekeeping department :

Ø  The Floor report

Floor report menunjukan situasi kamar dalam satu lantai. Floor report dibuat oleh floor supervisor yang bertanggung jawab pada satu lantai. Ini sebaiknya dibuat dua atau tiga kali setiap hari tergantung kebijakan hotel. Laporan ini dibuat dalam beberapa copy, copy pertama untuk mengingatkan roomboy, dan copian yang lain untuk dikirimkan ke kantor housekeeping. Bardasarkan data dari setiap lantai, hosekeeper akan membut “hosekeeper’s report.”

Contoh floor report :

 

Novotel Jl. Cihampelas no 152 – 154 Bandung
FLOOR REPOR Date : September 25, 2010 Time : 08.00 Floor : 5
ROOM	CODE	PERSON’S
501	O	2
502	DND	2
503	DL	1
504	V	-
505	DL	1
NOTE : O : Occupied               V : Vacant            OO : Out of Order            SO : Sleep Out            DL : Double Lock         DND : Do Not Distrub Made By : ………..... Signature : ………….

Ø  Housekeeper’s report

Laporan ini adalah rekapitulasi dari semua floor reports yang disiapkan oleh floor supervisor. Dasiapkan 2 atau 3 kali sehari seperti floor report.

BAB II

SISTEM INFORMASI ANTARA HOUSEKEEPING DEPARTMENT DENGAN DEPARTMENT LAIN

A.    Sistem Informasi

Sistem informasi adalah suatu sistem dalam suatu organisasi yang mempertemukan kebutuhan pengolahan transaksi harian yang mendukung fungsi operasi organisasi yang bersifat manajerial dengan kegiatan strategi dari suatu organisasi untuk dapat menyediakan kepada pihak luar tertentu dengan informasi yang diperlukan untuk pengambilan keputusan.

Sistem informasi dalam suatu organisasi dapat dikatakan sebagai suatu sistem yang menyediakan informasi bagi semua tingkatan dalam organisasi tersebut kapan saja diperlukan. Sistem ini menyimpan, mengambil, mengubah, mengolah dan mengkomunikasikan informasi yang diterima dengan menggunakan sistem informasi atau peralatan sistem lainnya.

B.     Komponen Sistem Informasi

System informasi terdiri sari komponen-komponen yang disebut blok bangunan (building blok). Yang terdirri dari komponen input, komponen model, komponen output, komponen teknologi, komponen hardware, komponen software, komponen basis data, dan komponen control. Semua komponen tersebut saling berinteraksi satu dengan yang lain membentuk suatu kesatuan untuk mencapai sasaran .

1. Komponen input

Input mewakili data yang masuk kedalam sistem informasi. Input disini termasuk metode dan media untuk menangkap data yang akan dimasukkan, yang dapat berupa dokumendokumen dasar.

2. Komponen model

Komponen ini terdiri dari kombinasi prosedur, logika, dan model matematik yang akan memanipulasi data input dan data yang tersimpan di basis data dengan cara yag sudah ditentukan untuk menghasilkan keluaran yang diinginkan.

3. Komponen output

Hasil dari sistem informasi adalah keluaran yang merupakan informasi yang berkualitas dan dokumentasi yang berguna untuk semua pemakai sistem.

4. Komponen teknologi

Teknologi merupakan “tool box” dalam sistem informasi, Teknologi digunakan untuk menerima input, menjalankan model, menyimpan dan mengakses data, menghasilkan dan mengirimkan keluaran, dan membantu pengendalian dari sistem secara keseluruhan.

5. Komponen hardware

Hardware berperan penting sebagai suatu media penyimpanan vital bagi sistem informasi. Yang berfungsi sebagai tempat untuk menampung database atau lebih mudah dikatakan sebagai sumber data dan informasi untuk memperlancar dan mempermudah kerja dari sistem informasi.

6. Komponen software

Software berfungsi sebagai tempat untuk mengolah,menghitung dan memanipulasi data yang diambil dari hardware untuk menciptakan suatu informasi.

7. Komponen basis data

Basis data (database) merupakan kumpulan data yang saling berkaitan dan berhubungan satu dengan yang lain, tersimpan di pernagkat keras komputer dan menggunakan perangkat lunak untuk memanipulasinya. Data perlu disimpan dalam basis data untuk keperluan penyediaan informasi lebih lanjut. Data di dalam basis data perlu diorganisasikan sedemikian rupa supaya informasi yang dihasilkan berkualitas. Organisasi basis data yang baik juga berguna untuk efisiensi kapasitas penyimpanannya. Basis data diakses atau dimanipulasi menggunakan perangkat lunak paket yang disebut DBMS (Database Management System).

8. Komponen kontrol

Banyak hal yang dapat merusak sistem informasi, seperti bencana alam, api, temperatur, air, debu, kecurangankecurangan, kegagalankegagalan sistem itu sendiri, ketidak efisienan, sabotase dan lain sebagainya. Beberapa pengendalian perlu dirancang dan diterapkan untuk meyakinkan bahwa hal-hal yang dapat merusak sistem dapat dicegah ataupun bila terlanjur terjadi kesalahankesalahan dapat langsung cepat diatasi.

C. ELEMEN SISTEM INFORMASI

Sistem informasi terdiri dari elemenelemen yang terdiri dari orang, prosedur, perangkat keras, perangkat lunak, basis data, jaringan komputer dan komunikasi data. Semua elemen ini merupakan komponen fisik.

1. Orang

Orang atau personil yang di maksudkan yaitu operator komputer, analis sistem, programmer, personil data entry, dan manajer sistem informasi/EDP

2. Prosedur

Prosedur merupakan elemen fisik. Hal ini di sebabkan karena prosedur disediakan dalam bentuk fisik seperti buku panduan dan instruksi. Ada 3 jenis prosedur yang dibutuhkan, yaitu instruksi untuk pemakai, instruksi untuk penyiapan masukan, instruksi pengoperasian untuk karyawan pusat komputer.

3. Perangkat keras

Perangkat keras bagi suatu sistem informasi terdiri atas komputer (pusat pengolah, unit masukan/keluaran), peralatan penyiapan data, dan terminal masukan/keluaran.

4. Perangkat lunak

Perangkat lunak dapat dibagi dalam 3 jenis utama :

a. Sistem perangkat lunak umum, seperti sistem pengoperasian dan sistem manajemen data yang memungkinkan pengoperasian sistem komputer.

b. Aplikasi perangkat lunak umum, seperti model analisis dan keputusan.

c. Aplikasi pernagkat lunak yang terdiri atas program yang secara spesifik dibuat untuk setiap aplikasi.

5. Basis data

File yang berisi program dan data dibuktikan dengan adanya media penyimpanan secara fisik seperti diskette, hard disk, magnetic tape, dan sebagainya. File juga meliputi keluaran tercetak dan catatan lain diatas kertas, mikro film, an lain sebagainya.

6. Jaringan komputer

Jaringan komputer adalah sebuah kumpulan komputer, printer dan peralatan lainnya yang terhubung dalam satu kesatuan. Informasi dan data bergerak melalui kabelkabel atau tanpa

kabel sehingga memungkinkan pengguna jaringan komputer dapat saling bertukar dokumen dan data.

D. ARSITEKTUR SISTEM INFORMASI

Sistem informasi dapat di bentuk sesuai kebutuhan organisasi masingmasing. Oleh karena itu, untuk dapat menerapkan sistem yang efektif dan efisien diperlukan perencanaan, pelaksanaan, pengaturan, dan evaluasi sesuai keinginan masingmasing organisasi. Guna dari sistem yang efektif dan efisien tidak lain untuk mendapatkan keunggulan dalam berkompetisi. Semua orang dapat menggunakan sistem informasi dalam organisasi, tetapi faktor efisiensi setiap sistem adalah berbeda. Perlu diketahui, perubahan sistem, baik besar maupun kecil, selalu akan melalui tingkatantingkatan sebagai berikut :

Ø           Tingkat I :       Ide, mengetahui perlu adanya perubahan.\

Ø      Tingkat II :      Design, merancang cara pemecahannya.

Ø      Tingkat III :    Pelaksanaan, menerapkan design ke dalam sistem.

Ø      Tingkat IV :    Kontrol, memeriksa tingkat pelaksanaan dijalankan   sesuai   dengan design

Ø      Tingkat V :      Evaluasi, memeriksa apakah perubahan yang terjadi sesuai dengan tujuan semula.

Ø      Tingkat VI :    Tindak lanjut, melaksanakn perubahan sesuai dengan            hasil evaluasi yang ada.

Adapun tingkatan yang menjadi kunci yang digunakan untuk memecahkan bagian masalah baik itu secara menyeluruh maupun per bagian, yaitu :

E. KLASIFIKASI SISTEM INFORMASI

Sistem informasi merupakan suatu bentuk integrasi antara satu komponen dengan komponen lain karena sistem memiliki sasaran yang berbeda untuk setiap kasus yang terjadi yang ada di dalam sistem tersebut. Oleh karena itu, sistem dapat di klasifikasikan dari beberapa sudut pandang, diantaranya :

a. Sistem abstrak atau sistem fisik

Sistem abstrak adalah sistem yang berupa pemikiran atau ide-ide yang tidak tampak secara fisik,misalnya sistem teologia, yaitu sistem yang berupa pemikiran hubungan antara manusia dengan Tuhan. Sistem fisik merupakan sistem secara fisik, misalnya sistem komputer.

b. Sistem alamiah dan sistem buatan manusia

Sistem alamiah adalah sistem yang terjadi melalui proses alam, tidak dibuat oleh manusia, misalnya sistem perputaran bumi.

Sistem buatan manusia merupakan sistem yang melibatkan interaksi manusia dengan mesin, yang disebut human machine system. Sistem informasi berbasis internet merupakan contoh: human machine system karena menyangkut penggunaan komputer yang berinteraksi dengan manusia.

c. Sistem deterministik dan sistem probabilistik

Sistem deterministik adalah sistem yang beroperasi dengan tingkah laku yang dapat diprediksi.

Sistem probabilistik dalah sistem yang kondisi masa depannya tidak dapat diprediksi karena mengandung unsur probabilistik.

d. Sistem terbuka dan sistem tertutup

Sistem terbuka adalah sistem yang berhubungan dan di pengaruhi oleh lingkunagn luarnya. Sistem ini menerima masukan dan menghasilkan keluaran untuk subsistem lainnya.

Sistem tertutup adalah sistem yang tidak terhubung dan tidak terpengaruh oleh lingkungan luarnya. Sistem ini bekerja secara otomatis tanpa campur tangan pihak luar. \

F. Sistem Informasi  antar Hoousekeeping dengan Departement lain

Sistem informasi yang baik sangat penting untuk kelancaran operational dalam hotel. Tanpa adanya system informasi yang baik, operational di hotel tidak akan berjalan lancar. Ada beberapa system informasi yang dipergunakan di hotel sebagai komunikasi.

Ø  Jenis – jenis system informasi :

·         Lisan

Jenis system informasi ini dilakukan dangan cara menyampaikan informasi secara langsung ( tatap muka ) antara si penyampai informasi dan si penerima informasi.

Contoh :

-          Briefing

Briefing adalah metode pemberian informasi secara lisan dengan cara berkumpul disutu tempat lalu saling bertukar informasi. Metode ini sering digunakan oleh pada pagi hari oleh supervisor sebelum para craft melakukan pekerjaannya.

-          Telepon

Metode ini dilakukan dengan menggunakan media telepon

·         Tulisan

Jenis system informasi ini dalakukan dengan cara menyampaikan informasi dengan cara membuat pesan.

Contoh :

-          Surat

Metode ini dalakukan dengan cara menuliskan informasi kedalam secarik kertas.

-          Media computer

Metode ini dilakukan dengan cara membuat pesan di dalam computer, lalu secara otomatis pesan itu akan tersampaikan kepada pihak yang dituju. Contoh, pada saat tamu menginginkan extra bed, maka pihak front office menuliskan pesan di computer lalu dikirimkan kepada housekeeping office.

Butler Service

CHAPTER I

INTRODUCTION

I.1. Background

Hotel is a type of commercial business that provides an accommodation service, food & beverage, and other facilities that are needed by the guest who stay in hotel.

The provision of basic accommodation, in times past, consisting only of a room with a bed, a cupboard, a small table and a washstand has largely been replaced by rooms with modern facilities, including en-suite bathrooms and air conditioning or climate control. Additional common features found in hotel rooms are a telephone, an alarm clock, a television, and Internet connectivity; snack foods and drinks may be supplied in a mini-bar, and facilities for making hot drinks. Larger hotels may provide a number of additional guest facilities such as a restaurant, a swimming pool or childcare, and have conference and social function services.

Nowadays, hotels are competition with each other to give the best service to the guest. One way is by provides butler service to the guest.

I.2. Purpose of Providing Butler Service

The purpose of providing “Butler Service” is to provide excellent service to the guest and also providing satisfaction to the guests who stay at the hotel. By provide the excellent service to the guest, guest will be satisfied and comfortable staying at the hotel. And that will increase hotel income.

Beside that, providing butler service also will make a skilled human resource in all areas of service. 

CHAPTER II

BUTLER SERVICE

II.1. Definition

           

Butler is originally applied to the person who had charge of the wine cellar and dispensed liquors. The Butler name derives from old French, Bouteillier, the cup-bearer or the one in charge of the bottles.

In the European ages it meant precisely this, bottle bearer, but in time it came to mean an official of the crown, who nominally had charge of the wine but who in fact was a person of high rank, having different duties in the different countries at different times.

            The Butler is the chief servant of the household and he or she supervises others employees, receives guests, directs the serving of meal, and performs various personal service.

            A butler is a servant in a wealthy, large household. In great houses, the household is sometimes divided into departments with the butler in charge of the dining room, wine cellar, and pantry. Some also have charge of the entire parlour floor, and housekeepers caring for the entire house and its appearance. A butler is usually male, and in charge of male servants, while a housekeeper is usually a woman, and in charge of female servants. Traditionally, male servants (such as footmen) were better paid and therefore rarer and of higher status than female servants. The butler, as the senior male servant, has the highest servant status.

In modern usage, the butler is in charge of food service, wine, spirits, and silver, supervises other servants, and may perform a wide array of household management duties. Butlers may also be titled majordomo, butler administrator, staff manager, or head of household staff, and in the grandest homes or when the employer owns more than one residence, there is sometimes an estate manager of higher rank than the butler.

II.2. History of Butler

II.2.1. Ancient through medieval eras

            From ancient through medieval times, alcoholic beverages were chiefly stored first in earthenware vessels, then later in wooden barrels, rather than in glass bottles; these containers would have been an important part of a household's possessions. The care of these assets was therefore generally reserved for trusted slaves, although the job could also go to free persons because of heredity-based class lines or the inheritance of trades.

The biblical book of Genesis contains a reference to a role precursive to modern butlers. The early Hebrew Joseph interpreted a dream of Pharaoh's (shaqah) (literally "to give to drink"), which is most often translated into English as "chief butler" or "chief cup-bearer".

In ancient Greece and Rome, it was nearly always slaves who were charged with the care and service of wine, while during the Medieval Era the pincerna, usually a serf, filled the role within the noble court. The English word "butler" itself derives from the Middle English word boteler (and several other forms), from Old French bouteillier ("bottle bearer"), and before that from Middle Latin butticula. "Butticula", in turn, came down to English as "butt" from the Latin buttis, meaning a large cask. The modern English "butler" thus relates both to bottles and casks.

Eventually the European butler emerged as a middle-ranking member of the servants of a great house, in charge of the buttery (originally a storeroom for "butts" of liquor, although the term later came to mean a general storeroom or pantry). While this is so for household butlers, those with the same title but in service to the Crown enjoyed a position of administrative power and were only minimally involved with various stores.

II.2.2. Elizabethan through Victorian eras    

The Steward of the Elizabethan era was more akin to the butler that later emerged. Gradually, throughout the 19th century and particularly the Victorian era, as the number of butlers and other domestic servants greatly increased in various countries (including America), the butler became a senior male servant of a household's staff. By this time he was in charge of the more modern wine cellar, the "buttery" or pantry (from French pan from Latin panis, bread) as it came to be called, which supplied bread, butter, cheese, and other basic provisions, and the ewery, which contained napkins and basins for washing and shaving. In the very grandest households there was sometimes an Estate Steward or other senior steward who oversaw the butler and his duties. Mrs Beaton's Book of Household Management, a manual published in Britain in 1861, reported:

The number of the male domestics in a family varies according to the wealth and position of the master, from the owner of the ducal mansion, with a retinue of attendants, at the head of which is the chamberlain and house-steward, to the occupier of the humbler house, where a single footman, or even the odd man-of-all-work, is the only male retainer. The majority of gentlemen's establishments probably comprise a servant out of livery, or butler, a footman, and coachman, or coachman and groom, where the horses exceed two or three.

Butlers were head of a strict service hierarchy and therein held a position of power and respect. They were more managerial than "hands on"—more so than serving, they officiated in service. For example, although the butler was at the door to greet and announce the arrival of a formal guest, the door was actually opened by a footman, who would receive the guest's hat and coat. Even though the butler helped his employer into his coat, this had been handed to him by a footman. However, even the highest-ranking butler would "pitch in" when necessary, such as during a staff shortage, to ensure that the household ran smoothly, although some evidence suggests this was so even during normal times.

The household itself was generally divided into areas of responsibility. The butler was in charge of the dining room, the wine cellar, pantry, and sometimes the entire main floor. Directly under the butler was the first footman (or head footman), who was also deputy butler or under-butler that would fill in as butler during the butler's illness or absence. The footman—there were frequently numerous young men in the role within a household—performed a range of duties including serving meals, attending doors, carrying or moving heavy items, and they often doubled as valets. Valets themselves performed a variety of personal duties for their employer. Butlers engaged and directed all these junior staff and each reported directly to him. The housekeeper was in charge of the house as a whole and its appearance. In a household without an official head housekeeper, female servants and kitchen staff were also directly under the butler's management, while in smaller households, the butler usually doubled as valet. Employers and their children and guests addressed the butler by last name alone; fellow servants, retainers, and tradespersons as "Mr. [Surname]".

Butlers were typically hired by the master of the house but usually reported to its lady. Beaton in her manual suggested a GBP 25 - 50 (USD 2,675 - 5,350) per-year salary for butlers; room and board and livery clothing were additional benefits, and tipping known as vails, were common. The few butlers who were married had to make separate housing arrangements for their families, as did all other servants within the hierarchy.

II.2.3. Butlers in early America

From the beginning of slavery in America, in the early 17th century, African Americans were put to task as domestic servants. Some eventually became butlers. Gary Puckrein, a social historian, argues that those used in particularly affluent homes authentically internalised the sorts of "refined" norms and personal attributes that would reflect highly upon the social stature of their masters or mistresses. One of the first books written and published through a commercial U.S. publisher by an African American was by a butler named Robert Roberts. The book, The House Servant's Directory, first published in 1827, is essentially a manual for butlers and waiters, and is called by Puckrein "the most remarkable book by an African American in antebellum America". The book generated such interest that a second edition was published in 1828, and a third in 1843.

European indentured servants formed a corps of domestic workers from which butlers were eventually drawn. Although not the victims of institutionalised slavery, many of these had not volunteered for domestic service, but were forced into it by indebtedness or coercion. As with African American slaves, they could rise in domestic service, and their happiness or misery depended greatly on the disposition of their masters.

II.2.4. The modern butler

Beginning around the early 1920s, employment in domestic service occupations began a sharp overall decline in western European countries, and even more markedly in the United States. Even so, there were still around 30,000 butlers employed in Britain by World War II. As few as one-hundred were estimated to remain by the mid-1980s. Social historian Barry Higman argues that a high number of domestic workers within a society correlates with a high level of socio-economic inequality. Conversely, as a society undergoes levelling among its social classes, the number employed in domestic service declines.

Following varied shifts and changes accompanying accelerated globalisation beginning in the late 1980s, overall global demand for butlers since the turn of the millennium has risen dramatically. According to Charles MacPherson, vice chairman of the International Guild of Professional Butlers, the proximate cause is that the number of millionaires and billionaires has increased in recent years, and such people are finding that they desire assistance in managing their households. MacPherson emphasises that the number of wealthy in China has particularly increased, creating in that country a high demand for professional butlers who have been trained in the European butlering tradition. There is also increasing demand for such butlers in other Asian countries, India, and the petroleum-rich Middle East.

Higman additionally argues that the inequality/equality levels of societies are a major determinant of the nature of the domestic servant/employer relationship. As the 21st century approached, many butlers began carrying out an increasing number of duties formerly reserved for more junior household servants. Butlers today may be called upon to do whatever household and personal duties their employers deem fitting, in the goal of freeing their employers to carry out their own personal and professional affairs. Professional butler and author Steven M. Ferry states that the image of tray-wielding butlers who specialise in serving tables and decanting wine is now anachronistic, and that employers may well be more interested in a butler who is capable of managing a full array of household affairs—from providing the traditional dinner service, to acting as valet, to managing high-tech systems and multiple homes with complexes of staff. Whilst in truly grand houses the modern butler may still function exclusively as a top-ranked household affairs manager, in lesser homes, such as those of dual-income middle-class professionals, they perform a full array of household and personal assistant duties, including mundane housekeeping. Butlers today may also be situated within corporate settings, embassies, cruise ships, yachts, or within their own small "Rent-a-Butler" business or similar agency.

Along with these changes of scope and context, butlering attire has changed. Whereas butlers have traditionally worn a special uniform that separated them from junior servants, and although this is still often the case, butlers today may adorn more casual clothing geared for climate, while exchanging it for formal business attire only upon special service occasions. There are cultural distinctivenesses, as well. In the United States, butlers may frequently adorn a polo shirt and slacks, while in Bali they typically wear sarongs. In 2007, the number of butlers in Britain had risen to an estimated 5,000.

II.3. Service Philosophy

II.3.1. Provide a professional service

Professional services are infrequent, technical, or unique functions performed by independent contractors or by consultants whose occupation is the rendering of such services and a butler must have this.

II.3.2. Attitude, dedication and respect

            Good attitude, high dedication and respect are the important thing when we serve some one in this case is guest. By do those thing, we are giving intangible service to the guest, and the guest will feel welcome.

II.3.3. Duties and Responsibilities

            To give the excellent service, we have to know our duties and responsibilities and also we have to mastering all.
II.3.4. Professionalism without pretension

            Serve the guest with sincere without pretension to have intention.

II.4. Responsibility of Butler

            Butter uses his skill and attitude to provide service to his employer. Attitude is defined as energy, commitment, attention to detail while striving for perfection.  On corporate level a Butler typically has a more formal status and is often involved in functions and events for the Board of Directors. A Butler is responsible for efficiently running and supervising the specific needs of a household on a daily basis and especially during functions and events.

II.4.1. General Duties

o   Oversees the household staff usually of one residence.

o   Understands concepts like being anticipatory, friendly not familiar, privacy and confidentiality, invisible and available.

o   Answer residence phone, receives guests at the door and supervises the reception of visitors.

o   Works closely with the Estate Manager or Major Domo or House Manager and Personal Assistants

o   Assists with staff training and organizes the duties and schedule of domestic staff.

o   May assist or be charge with keeping the household budgets and inventory supplies.

o   May schedule and oversee vendors of contracted services.

o   May assist with household and guest security measures.

o   Oversee guest packing and travel preparations.

o   Understands social etiquette and formal service.

o   Assists with planning and organizing parties and event.

o   Oversees and participates in proper table settings and entertainment prep.

o   Serves meals and drink and performs wait services related thereto.

o   Knowledge about wine and spirits and oversees the wine cellar and liqueur inventory.

o   May also serve as personal valet to the household and/or gentleman of the hotel.

o   Performs light housekeeping duties.

o   Coordinates with other staff as needed as well as with parts of the employer’s organization.

II.4.2. Runner

o   Setting up the cutlery and check the mini bar.

o   Provide shoe shine service.

o   Taking room amenities to the pantry

o   Taking clean linens and put in the pantry.

II.4.3. Floor ButlerSimakBaca secara fonetik

o   Rooming for guests check in, especially the first timer.

o   Handle guest check out.

o   Preparing Expected Arrival Room

o   Taking orders from room service for breakfast, lunch and dinner.

o   Taking the dirty laundry of the guest rooms and deliver it to the laundry.

o   Deliver clean laundry to the guest room.

o   Creating good coordination with the Room Attendant when cleaning rooms.

o   Conducting the service quickly and do turn down service with room attendant.

o   At night, ask for a wake up call request to the guest.

o   Provide a welcome drink upon check in and offers unpacking at the time of check out.

o   Offers transportation for guest who will be checking out.

o   Check the mini bar, room service and report it to refill if any of the mini bar is consumed.

o   Deliver Newspapers to every in house guest.

II.4.4. Order Taker

o   Prepare Expected Arrival and Guest in house list.

o   Preparing Fruit Bucket for the in house guest and expected arrival room.

o   Filling forms that are used.

o   Perform cashiering mini bar.

o   Mini bar shut at night.

o   Maintain neatness and cleanliness counter.

o   Making summary of Food & Beverage at the end of each shift

o   Preparing the VIP amenities for every guest in house and expected arrival room.

o   Creating document reporting.

II.4.5. Preparing Expected Arrival Room

• Refilling ice bucket in the mini bar.
• Refilling mini bar and snack.
• Placed flower bucket in the room
• Placed fruit basket in the table.
• Refilling candy jar.
• Setting up VIP amenities.
• Checking cleanliness of the room and cutleries.

II.4.6. Check in-house Guest Room

• Refilling ice bucket.
• Checking the mini bar, and report to order taker if some of mini bar has consumed by the guest. And refilling the mini bar.
• Change the flower bucket.
• Change the fruit basket.
• Take the dirty cutleries.
• Take the guest dirty linens.
• Check the cleanliness of guest room and cutleries.
• Refilling candy jar.

II.4.7. Turn Down Service

• Open the bed cover and put it on the wardrobe.
• Placed the bathrobe near the bath room.
• Open the toilet bowl cover.
• Close the curtain.
• Open the mini bar.
• Close the bathroom door.
• Take the dirty cutleries.

II.4.8. Another things that must be mastered by the butler

• Organizing big event.
• Service the guest with genuine
• Setting menu
• Professional attitude toward all people.
• Making the guest fell welcome.
• Provide packing and unpacking.
• Preparing for guest clothing that will be used.

II.4.9. The Complimentary Services

• Welcome Drink.
• Unpacking Service.
• Welcome Pressing.

II.5. Gender and Butlering.

            Butlers have traditionally been male, and this remains the norm. Probably the first mention of a female butler is in the 1892 book Interludes being Two Essays, a Story, and Some Verses by Horace Smith. In it Smith quotes a certain Sydney Smith who had apparently run into lean times:

A man servant was too expensive, so I caught up a little garden girl, made like a milestone, christened her Bunch, put a napkin in her hand, and made her my butler. The girls taught her to read, Mrs. Sydney to wait, and I undertook her morals. Bunch became the best butler in the country.

   Nowadays, female butlers are sometimes preferred, especially for work within Middle and Far Eastern families where it may be religiously problematic for males to work closely with females in a household. Western female celebrities may also prefer a female butler, as may households where the wife is driving the decision to hire a butler. In 2004, Buckingham Palace announced it was actively recruiting females for the position. Despite these trends, the Ivor Spencer School asserts that female butlers are not easily placed, on the whole.

In ancient times, the roles precursive to butlering were reserved for chattel or those confined within heredity-based class structures. With the advent of the medieval era, butlering became an opportunity for social advancement—even more so during Victorian times. Although still based upon various antecedent roles as manifested during different eras, butlering today has frequently taken over many of the roles formerly reserved for lower ranking domestic servants. At the same time it has become a potentially lucrative career option.

Butlers traditionally learned their position while progressing their way up the service ladder. For example, in the documentary The Authenticity of Gosford Park, retired butler Arthur Inch (born 1915) describes starting as a hall boy. Whilst this is still often the case, numerous private butlering schools exist today, such as the International Institute of Modern Butlers, the Guild of Professional English Butlers, and The International Guild of Butlers & Household Managers; top graduates can start at USD 50,000 - 60,000 (GBP 25,350 - 30,400). Additionally, major up-market hotels such as the Ritz-Carlton offer traditional butler training, while some hotels have trained a sort of pseudo-butler for service in defined areas such as "technology butlers", who fix guests' computers and other electronic devices, and "bath butlers" who draw custom baths.

Starkey International distinguishes between the "British butler" prototype and its American counterpart, often dubbed the "household manager". Starkey states that they train and promote the latter, believing that Americans do not have the "servant mentality" that is part of the British Butler tradition. They stress that their American-style butlers and valets are educated and certified, although some students, numerous former Starkey employees, and several wealthy clients have criticised the programme and its owner. Magnums Butlers, a school based in Australia, conducts training after the British model at sites in Asia and the Pacific, Australia, the United Kingdom and the Middle East. The International Institute of Modern Butlers provides on-site training in various places around the world as well as via correspondence. In 2007, City & Guilds, the U.K.'s largest awarder of vocational credentials, introduced a diploma programme for butlers.

In addition to formal training, a few books have been published recently to assist butlers in their duties, including Arthur Inch's and Arlene Hirst's 2003 Dinner is Served. Moreover, websites, as well as a news publication, Modern Butlers' Journal, help butlers to network and keep abreast of developments within their field.

Ferry argues that what he calls a "butler mindset" is beneficial to all people within all professions. He states that an attitude of devoted service to others, deference, and the keeping of confidences can help all people succeed.

II.6. Fashion Statements for Butler

II.6.1. For a normal routine day a Butler wears a morning suit, which should be:

·Short black jacket.

·Black or grey waistcoat

·Pinstripe trousers

·White shirt with standard collar

·Necktie

·Black socks

·Black shoes

II.6.2. At special day-time functions a Butler would wear:

·Black tail-coat

·Grey waistcoat

·White shirt with wing collar

·Black or grey necktie

II.6.3. At special functions (black tie) in the evening a Butler wears:

·Black tailcoat

·White shirt with stiff front

·White bow tie

II.6.4. Do & Don’t

Do :

• Do iron the night before.
• Do wear a decent pair of un-scuffed shoes. Make sure your walkers are in clean, quality condition, and don’t forget to polish.
• Do check the mirror just before you do the operational. Make sure you’re tucked in, zipped up and free of particles in between your teeth.

Don’t :

• Don’t get tricked into thinking you wear jeans because you’ve been told that all the private staff in the hotel wears jeans.
• Don’t forget to remove the tags from your outfit.
•  Don’t even think about wearing sparkly jewelry.
•  

CHAPTER III

CLOSING

III.1. Summary

Hotel involves many concepts. The basis for providing effective to work begins with a new innovation of the employees and services. After analyzing these resouces, the new innovation can direct the hotel more effective, the objective of making a profit and delivering hospitality to the guest can be achieved easier.

Hotels are competition with each other to reach the guest by make new innovations. One of that is by giving “Butler Service”. The purpose of providing butler service is to provide excellent service to the guest.

III.2. Suggestion

            The purpose of providing butler service is to provide excellent service to the guest and make the guest feel satisfied and comfortable stay in that hotel. So, a butler must be mastering their duties and responsibility and also they must be responsible to it. A butler also must be honest to make the guest feel satisfied.