Muhamad Yusuf Effendi (2020) Strategies Used By Customer Service And Hospitality Staffs In Handling Foreign Visitors At Juanda Airport T2 Pt. Angkasa Pura I Surabaya. Tugas Akhir D3 thesis, UNIVERSITAS AIRLANGGA.

	Text (COVER) 1. COVER.pdf Download (189kB)
	Text (TABLE OF CONTENT) 2. TABLE OF CONTENTS.pdf Download (190kB)
	Text (CHAPTER I) 3. CHAPTER I INTRODUCTION.pdf Download (219kB)
	Text (CHAPTER II) 4. CHAPTER II COMPANY PROFILE.pdf Restricted to Registered users only until 18 October 2023. Download (203kB) | Request a copy
	Text (CHAPTER III) 5. CHAPTER III DISCUSSION.pdf Restricted to Registered users only until 18 October 2023. Download (244kB) | Request a copy
	Text (CHAPTER IV) 6. CHAPTER IV CONCLUSION AND SUGGESTION.pdf Restricted to Registered users only until 18 October 2023. Download (184kB) | Request a copy
	Text (REFERENCES) 7. REFFERENCES.pdf Download (181kB)
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Abstract

There are three points that can be concluded. First, the lack of English skill possessed by the customer service and hospitality staffs become an obstacle to communicate with foreign visitors. It makes service and communication are not maximized when handling foreign visitors. However the customer service and hospitality staffs have their own ways to reduce the limitations. The customer service and hospitality section staffs believe being confident can help them to surpass the limit. Second, PT. Angkasa Pura 1 should pay more attention in staff recruitment. Some of the customer service and hospitality staffs are not match for the job, especially when English is mainly used in communication. In fact, some staffs cannot speak English very well. It is because the customer service and hospitality staffs were graduated from varieties of academic major. However, they can still make the foreign visitors understand some the explanation even most of the time using present tense. In addition, the customer service and hospitality staffs politeness and friendly attitude is excellent service for International Airport standart.

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