RESERVATION

RESERVATION

   A.   Making a reservation

If you want to make a reservation, you can use the following expressions :

-        -  I’d like to make a reservation

-        - I’d like to book a room for January 3

-        - I’m going to book a double room for this weekend

We can also use some expressions to ask about the facilities, payment, and other needs. Here are some of the expressions commonly used.

-        - Can I reserve a table for two for lunch ?

-        - Can I book a train seat for tomorrow morning ?

-        - Could I make a reservation for may trip to Bali next week ?

-        - What facilities does the hotel offer ?

-        - What is the parking situation at the restaurant?

-        - Can we have a table by the window?

-        - Can I pay at the check-in desk when I pick up my ticket ?

   B.   Helping with a resvation

When you want to make a reservation, you can do it by phone, email, or other ways. The following are some expressions usually used by a reservation clerk.

-        - May I help you ?

-        - How many rooms/tables do you want to reserve ?

-        - How would you like to pay ?

-        - Can you tell me your address ?

-        - What sort of room would you like ?

-        - I’m sorry to inform you that all our rooms have been reserved.

-        - Which flight do you want to reserve?

-      - Sorry, I’m afraid to inform you that all our tables have been booked.

-        - How many people will come ?

-        - Let me repeat the information I have.

   C.   Confirming a Reservation

After you make a reservation, you should make a confirmation. Some expressions to confim a reservation are :

-        - I’d like to reconfirm my reservation

-        - I’d like to confirm my flight

   D.   Canceling a Reservation

If you want to cancel your reservation, you can use the following expressions:

-        - I’d like to cancel my flight.

-        - I’m afraid I have to cancel my reservation.

-        - I’m sorry to inform you that I have to cancel my reservation.

  

   E.    Complaining about Something

If you want to make a complaint about something, remember that a direct complaint or criticism in English can sound rude or aggressive. The best way to make a complaint is by using an indirect manner. Here are some of the most common ones.

-        - I’m sorry I have to say this but I think the air conditioning in my room doesn’t work properly.

-        - I’m sorry to bother you, but I think there’s something wrong with my computer.

-        - Maybe you forgot to give me a change.

-        - I think you might have forgotten to repair my electricity.

-     - Excude me if I’m out of line, but your work has not been adequate lately.

-      - There may have been a misunderstanding about the holiday plan.

-       - I’m afraid I have to make a complaint. Some stuff has gone missing from my room.

When people apologize, they normally say “sorry” and offer to fix the situation.

-        - I’m sorry, I’ll get someone check it for you.

-        - Sorry to hear that, I’ll send someone up.

-       -  I do apologize. I’d like to offer you a 20% discount off for our Holiday Program as a gesture of goodwill.

   F.    Making Arangements/Appointments

Some expressions used to make an appointment are :

-       -  I’d liket to meet you tomorrow afternoon if it’s convenient for you.

-        - I wonder of we could arrange a time to have lunch tomorrow.

-        - Are you free next Saturday ?

-        - Will you be available this afternoon?

As for the responses for the expressions above, we can use some responses, such as:

-       -  I’m really sorry, but I’ve got something else to do on Saturday.

-       -  I think tomorrow afternoon is okay.

-       -  I’m sorry, I’ll be busy tomorrow.

-        - I’m afraid I can’t make it.

-        - Sure. I’d love to.

Standard Operating Procedure (SOP)

Understanding a Standard Operating Procedure (SOP)

SOP General Format

SOPs should be organized to ensure ease and efficiency and to be specific to the organization which develops them. There is no “correct” format ; and internal formatting will vary in each organization and with the type of an SOP being written. The information of an SOP should be divided into a series of logical stps to avoid a long list. The level of details provided in the SOP may differ based on, e.g., Whether the rocess is critical, the frequency of the procedure being followed, and the number of people who will use the SOP.A generalized format will be discussed next.

Title Page

The first page or cover page of each SOP should contain the following information: a title clearly indentifies the activity of procedure, an SOP indentification (ID) number, date of issue and/ or revision, the name of the applicable agency, division, and/or branch to ehich this SOP applies, and the signatures and signature dates of those individuals who prepared and approved the SOP. Electronic signatures are acceptable for SOPs maintained on a computerized database.

Table of Contents

A table of contents may be needed for quick refrence, especially If the SOP in long, for locating information and for denoting changes or revisions made only to certain sections of an SOP.

Text

Well-written SOPs should first bridfly describe the purpose of the work of process, including any regulatory information or standards that are appropriate to the SOP, and the scope to indicate what is covered. Define any specialized or unusual terms either in a separate definition section or in the appropriate discussion section. Denote what sequential procedures should be followed, divided into significant section. Finally, describe all appropriate quality control (QC) activities for that procedure, and list significant refrences.

          As noted above, SOPs should be clearly worded and the prcedures should be written in a format that clearly describes the steps in order. Use of diagrams and flow charts help to break up long sections of text in any appropriate information e.g., an SOP may refer to other SOPs.

An Interiew Preparation

An Interiew Preparation

Before going to an interview, it is important to have a basic understanding about the company’s goals and culture. Simple questions like these can be researches in advance :

1.     What does the company produce ?

2.     What kind of technology is used ?

3.     How bigis the company (small, medium, or large)?

4.     Where is the company located (one or many locations)?

5.     Is it a publicly traded company ?

6.     What is the financial situation (stock price if publicly traded)?

7.     Which partners and collaborators exist ?

8.     What do the most recent press releases talk about ?

Practice Communication

There are certain question that can be anticipated and an applicant can practice answers to these in advance. Some of the most common qustions can be found on the Internet typically relate to the following topics :

1.     Experience and education

2.     Five-year goals

3.     Work experience

4.     Strengths and weaknesses

5.     Flexibility

6.     Why the job is interesting

7.      Work Style

Eat Well

Taking the time to nurture the body will help concentration and mental balance. It is a good idea to eat well (healthy food) the day and morning before the interview.

Exercise

Physical activity is good for both mind and body. It is optional to exercise the day before the interview. Another kind of exercise that may give a competitive advantage is mental imagery, especially if nervousness is a prevalent problem in interview situations.

Rest

A gratly underappreciated part of interview preparation is sufficient rest. An applicant should avoid being physically or mentally exhausted to display the bes performance. If travelingis involved to get to an interview, it is important to arrive early, so there is time to adjust and rest.

Dress Well

Obviously good hygiene and professional look are important. There is also usually a corporate dress code. Information about the dress code can be requested from the company’s Human Resources Department or these simple consevtive rules can be followed :

1.     Women

-         No open-toed shoes

-         Heels maximum 1.5 inches (3cm)

-         No tight or revealing clothing or mini skirts

-         As little make-up as possible

-         No or very little perfume

-         No excessive jewelry

-         Classisc attire ( Jacket and pants, jacket and skirt)

2.     Men

-         Classic attire ( White shirt, tie, suit, classic shoes )

Kas Kecil ( Petty Cash )

MENGELOLA KAS KECIL

KAS KECIL (PETTY CASH) dipakai untuk membiayai keperluan kantor dan keperluan pimpinan yang kecil-kecil (keperluan sehari-hari) sehingga tidak mengganggu kasir, seperti pembelian perangko/material, tips untuk pesuruh, biaya transportasi, alat tulis kantor, serta pengeluaran yang kecil-kecil lainnya, konsumsi rapat , dll.

Sekretaris bertanggung jawab mengelola dan mengontrol dana dan membuat catatan dari semua pengeluaran lyang telah dilakukan dalam periode tertentu. Jika dananya tinggal sedikit, sekretaris harus menambahnya lagi (meminta kepada kasir), sehingga kembali seperti jumlah semula. Metode cash ini disebut imprest.

   A.   Petty cash voucher

Setiap kali terjadi pengeluaran, sekretaris harus membuatkan vouchernya, setiap voucher harus memuat :

-         Nomor voucher ( number )

-         Tanggal ( date )

-         Dibebankan kepada ( charge to )

-         Untuk pembayaran (for )

-         Jumlah yang dibayar (amount )

-         Tanda tangan penerima uang (received by)

-         Tanda tangan penangguang jawab dana (approved by)

Ada kemungkinan sekretaris yang bertanggung jawab terhadap dana kas kecil  juga merangkap sebahai orang yang menerima uang.

Contoh :

Sekretaris membayar tips untuk pesuruh, maka sekretaris harus menandatangani keduanya, baik sebagai penerima uang sekaligus sebagai orang yang membayar .

   B.   Petty Cash Record

Buku yang mencatat semua jenis pengeluaran dari dana Petty cash, yang terdiri dari kolom-kolom :

-         Tanggal (date)

-         Keterangan (details/explanation/descripton)

-         Nomor voucher ( petty cash voucher/voucher number)

-         Jumlah penerimaan (receipts)

-         Jumlah pengeluaran (payments)

Simpanlah petty cash voucher, petty cash fund dan petty cash record dalam cash box yang terkunci, lalu simpan di laci meja atau filing cabinet yang terkunci.

   C.   Replenshing the petty cash fund

Setelah sejumlah dana petty cash terpakai dan tinggal sedikit, sekretaris harus mengisi kembali supaya menjadi seperti jumlah awal.

Prosedur untuk menamba dana petty cash :

-         Totalkan semua pengeluaran

-         Periksa petty cash voucher atau kuintansi-kuintansi apakah sudah cocok dengan yang tertera dibuku petty cash record

-         Hitung sisa uang tunai yang ada

-         Perikasa apakah jumalh uang yang tunai yang ada ditambah dengan kuintansi-kuintansi dan pengaluaran-pengeluaran sama dengan dana petty cash yang diterima

-         Mintalah uang tunai/cek sebanyak pengeluaran-pengeluaran yang telah dilakukan, lalu ditambahkan pada uang tunainya

Telephone Handling

Menelepon dan Menerima Telepon

   A.   Menangani Telepon Masuk

1.  Jawab dengan segera, jangan membiarkan telepon bordering lebih dari tiga kali.

2.     Angkat telepon dengan tangan kiri.

3.     Tangan kanan mengambil alat tulis dan block note.

4.     Hindari menjawab dengan kata “Hallo”

5.     Memberi salam dan menyebutkan nama perusahaan.

6.     Mencatat semua pesan dengan cepat dan tepat.

7.   Bila mana perlu minta penelepon agar mengeja kata-kata asing atau nama-nama yang sulit

8.  Nomor-nomor telepon dan angka-angka dan pesan-pesan penting harus diulang .

9.     Harus selalu terdengar ramah dan penuh minat.

10.      Dalam mentransfer telepon, hendaknya harus benar-benar mengetahui siapa yang dapat menangani masalah telepon.

11. Jika sedang mentransfer telepon, handaknya menunggu sampai penelepon memperoleh nomor telepon yang dimaksud.

12.            Berusaha untuk mendengarkan dan menyimak percakapan dengan baik.

13.            Menutup setelah penelepon memutuskan hubungan terlebih dahulu.

   B.   Cara Menangani Telepon Keluar

1.      Untuk memastikan nomor yang diinginkan benar, hendaknya mencari nomor di buku telepon

2.     Mencatat semua pokok-pokok yang akan disampaikan dan ditulis pada block note

3.     Jika salah sambung, hendaknya meminta maaf

4. Apabila berhasil berbicara dengan orang yang dituju, hendaknya memperkenalkan diri dan menyatakan maksud menelepon

5.     Pada akhir pembicaraan gagang telepon diletakan dengan benar

Kode Eja

A = ALPHA

B = BRAVO

C = CHARLIE

D = DELTA

E = ECHO

F = FOXTROT

G = GOLF

H = HOTEL

I = INDIA

J = JULIET

K = KILO

L = LIMA

M = MIKE

N = NOVEMBER

O = OSCAR

P = PAPA

Q = QUEBEC

R = ROMEO

S = SIERRA

T = TANGO

U = UNIFORM

V = VICTOR

W = WHISKEY

X = X-RAY

Z = ZEBRA