Creating a Guidebook as a Learning Tool to Become a Good Front Officer in Montigo Resort Nongsa Batam

Rahmah, Nurul Hidayatur (2025) Creating a Guidebook as a Learning Tool to Become a Good Front Officer in Montigo Resort Nongsa Batam. Diploma thesis, Politeknik Negeri Jember.

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Abstract

Montigo Resort Nongsa is a luxury five-star resort located at Jalan Hang Lekir, Sambau, Nongsa District, Batam City, Riau Islands 29465, offering private villas and complete facilities. It is popular among foreign guests, especially from Singapore and Malaysia. The Front Office Department plays an important role in creating the first impression for guests. During the writer’s internship, it was found that no practical learning tool was available for new trainees. Training relied only on practice or verbal instruction, which sometimes caused confusion. To solve this, the writer created a guidebook as a learning tool to explain the main front office procedures, such as know how to welcome guest, know how to pick up guest in Nongsapura Port, know how to handle check in, know how to escort guest after check in to buggy area, know how to handle complaints, know how to respond guest question or ordering. This project was initiated because the Front Office Supervisor of Montigo Resort requested the writer to develop a practical guidebook that could be used by trainees and staff. The guidebook was written in English using simple language and real photos, making it easy to understand for beginners. The project was completed in nine months starting from January 2025 to September 2025, using a qualitative descriptive method with data collected through observation, interviews, documentation, and audiovisual materials. The process included identifying the need, collecting data, designing the layout, revising based on feedback, and testing with real users. The guidebook was printed in A6 full color format. Challenges during the project included limited access for data collection, tight interview schedules, and the need to make the English language simple. However, the guidebook also has uniqueness and strengths. It is portable in A5 size so trainees can put it in the pocket, it uses real photos from the resort, and the language is simple English. The content is step by step, so it is easy to follow and very useful for beginners. Despite the challenges, the guidebook proved useful for trainees and staff as it gives clear step by step procedures and helps improve service quality. The writer recommends future improvements such as updating photos and expanding content to cover other duties like check-out or handling guest complaints. This project also gave the writer valuable experience in technical writing, hotel service, and guidebook design.

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