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THE DIFFICULTIES FACED BY BUSINESS ENGLISH
APPRENTICES IN CHARGE AT FRONT OFFICE
DEPARTMENT
THESIS
By:
Rizka Amelia
201310100311234
ENGLISH LANGUAGE EDUCATION DEPARTMENT
FACULTY OF TEACHER TRAINING AND EDUCATION
UNIVERSITY OF MUHAMMADIYAH MALANG
2018
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Mottos
“What goes around comes back around, do your best!”
DEDICATIONS
This thesis is dedicated to my dearest family, my heart-warming
bodyguard, my beloved friends, and the surroundings that have
simplified my affairs. They are the ones whom I always mention in all
prayers and the most influential motivation to pursue my goal in any
steps.
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TABLE OF CONTENTS
APPROVAL .......................................................................................................... ii
MOTTOS AND DEDICATIONS ........................................................................ iv
AUTHOR’S DECLARATION OF ORIGINALITY ......................................... v
ABSTRACT ........................................................................................................... vi
ACKNOWLEDGEMENTS ................................................................................. vii
TABLE OF CONTENTS...................................................................................... viii
CHAPTER I INTRODUCTION
1.1 Research Background ................................................................................ 1
1.2 Research Problems ..................................................................................... 4
1.3 Research Objectives ................................................................................... 5
1.4 Scope and Limitation ................................................................................. 5
1.5 Research Significance ................................................................................ 5
1.6 Definition of Key Terms ............................................................................ 6
CHAPTER II REVIEW OF RELATED LITERATURE
2.1 Apprenticeship ........................................................................................... 7
2.1.1 Benefit of Apprenticeship .................................................................. 8
2.1.2 Barriers to Apprenticeship Completion ............................................. 9
2.2 Business English ........................................................................................ 11
2.3 Hotel and Hospitality Management ........................................................... 11
2.3.1 Front Office Department .................................................................... 13
2.3.2 The Roles and Duties of Front Office Department ............................ 14
2.3.3 Reservation ......................................................................................... 15
2.4 Business English Class .............................................................................. 17
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CHAPTER III RESEARCH METHOD
3.1 Research Design ........................................................................................ 18
3.2 Research Population and Sample ............................................................... 19
3.3 Data Collection and Instrument ................................................................. 20
3.4 Data Analysis ............................................................................................. 22
CHAPTER IV FINDINGS AND DISCUSSION
4.1 Research Findings ...................................................................................... 24
4.1.1 Difficulties Faced by Business English Apprentices in Charge at
Front Office Department in a Hotel ........................................................ 24
4.1.2 Solutions to the Difficulties Faced by Business English Apprentices
in Charge at Front Office Department in a Hotel ........................................ 34
4.2 Discussion .................................................................................................. 42
CHAPTER V CONCLUSION AND SUGGESTIONS
5.1 Conclusion ................................................................................................. 45
5.2 Suggestions ................................................................................................ 46
APPENDICES
Appendix I Interview guide ............................................................................ 50
Appendix II Interview Transcriptions ............................................................. 51
Appendix III Business English II reports .......................................................... 72
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