Putri Mega Sari C9307069

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THE MANAGEMENT SYSTEM OF “BHUMI

CAHAYA” TOUR AND TRAVEL
FINAL PROJECT REPORT
Submitted as a Partial Requirement in Obtaining Degree in the English

Diploma Program, Faculty of Letters and Fine Arts,
Sebelas Maret University
By :
Putri Mega Sari

C9307069
ENGLISH DIPLOMA PROGRAM

FACULTY OF LETTERS AND FINE ARTS
SEBELAS MARET UNIVERSITY
SURAKARTA
2011
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MOTTO
God helps those who help themselv

(Benjamin Franklin)
Success is getting what you want, happiness is wanting what
you get.
(Dale Carnegei)
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DEDICATION
I would like to dedicate this final project to:

* My beloved Mom and Dad
* My beloved little sister
* My best friends
* All people giving me spirit and support
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PREFACE
First of all I wanted to say thanks to Allah SWT who has given me ideas
and luck in my life. Therefore, I could finish the final project report entitled “The
management system of “Bhumi Cahaya” Tour and Travel”
This final project report is written to fulfill the requirement in obtaining
the degree in English Diploma Program after I finished the job training in “Bhumi
Cahaya” Tour and Travel.
I would like to thank to all people who had helped me and given me
support to finish my final project. I could have not finished this final project
report without their help.
I hoped that this final project report would be useful to all readers. This
final project is still far from being perfect. Therefore, any suggestions and
comments are accepted.
Sukoharjo, July 2011
Putri Mega Sari
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ACKNOWLEDGEMENT
Bismillahirrahmanirrahim
Alhamdulilahirobbil’alamin, first I would say thanks to Allah SWT for
giving me ideas in writing my final project report and giving me everything in my
life. Thanks to my beloved parents for your support and your love. I would like to
say thanks to these following people:
1. Drs. Riyadi Santoso, M.Ed, Ph.D the Dean of Faculty of Letters and Fine
Arts, Sebelas Maret University
2. Yusuf Kurniawan, SS, MA, the head of English Diploma Program and my
supervisor, for your guidance and support to help me finish the final
project.
3. The head of “Bhumi Cahaya” Tour and Travel, Erlianto Nur Rahman Aji,
thank you for permitting me to do the job training in your company.
4. My lovely little sister, Sukma. Be the best,,
5. My beloved Adit, thanks for your support. Sometimes, you open my mind
and my heart so I can see the truth.
6. My family, thanks for everything.
7. My friend mbak luki, thanks for your help and your support.
8. Linda, Dewi, Kesya, Bintang, thanks for everything.
9. All my friends, Nurul, Ulfa, Stevany, Fitri, Rere, Dana, Andrey, Rizky,
Wahyu, Nesia, thanks for everything.

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10. My friends in English Diploma 2007, especially class B.
11. Thanks for all people who gave me support & spirit and helped me during
the writing of this final project report.
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ABSTRACT
Putri Mega Sari. 2011. THE MANAGEMENT SYSTEM OF BHUMI

CAHAYA TOUR AND TRAVEL. English Diploma Program, Faculty of
Letters and Fine Arts, Sebelas Maret University.
This final project report is written based on the job training completed in
Bhumi Cahaya Tour and Travel within a month. This final project report proposes
two objectives; namely to describe the management system in Bhumi Cahaya
Tour and Travel and to describe the way how Bhumi Cahaya Tour and Travel
create and maintain positive image towards the customers. From the job training
result and the observation, it can be concluded that management which is always
used by Bhumi Cahaya Tour and Travel encourages its improvement. The good
management of Bhumi Cahaya Tour and Travel can also build and maintain the
good image known among the customers.
The management of Bhumi Cahaya Tour and Travel is led by a leader, and
that leader is responsible for divisions, namely Finance Division, Operational
Division, Marketing Division and General Division. Furthermore, the efforts of
Bhumi Cahaya Tour and Travel to make and maintain its positive image among
the customers are such as giving good service towards every single customer and
always put the customers’ satisfaction as a priority
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TABLE OF CONTENTS
TITLE …………………………………………………………………. i
APPROVAL OF SUPERVISOR ……………………………………..... ii
APPROVAL OF THE BOARD OF EXAMINERS…………………..... iii
MOTTO……………………………………………………………….... iv
DEDICATION ……………………………………………………...…. v
PREFACE …………………………………………………………....... vi
ACKNOWLEDGEMENT …………………………………………….. vii
ABSTRACT ………………………………………………………….... ix
TABLE OF CONTENTS …………………………………………….... x
CHAPTER I: INTRODUCTION ……………………………………… 1
A. Background ………….…..........…………………………...…... 1
B. Objectives …………….…………...……...………………..….. 2
C. Benefits …………….…………………………………..……… 3
CHAPTER II: LITERATURE REVIEW ……………………………… 4
A. The Definition of Tourism ……………………………..……… 4
B. The Definition of Tour and Travel…………………….......…… 4
C. Businesses and Activities of Travel Companies.....................…. 5
D. Service………….........……………………………………...….. 6
E. Management……………………………………………………. 7
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CHAPTER III: DISCUSSION………….........………………………… 8
A. The description of Bhumi Cahaya Tour and Travel…………… 8
A.1. The History of Bhumi Cahaya Tour and Travel…………. 8
A.2. Vision and Missions………….........……………...……… 9
A.3. Service product available at Bhumi Cahaya Tour and Travel
………….........……………………………………………..….. 9
A.4. Organization Structure ………….........………………..…. 11
B. The Job Training Activities …………….........…………..…..... 12
C. The Process of Management System in Bhumi Cahaya Tour and
Travel ………….........…………………………………….…… 13
C.1. Department in Bhumi Cahaya Tour and Travel …….…….. 14
C.2. Services Given by Bhumi Cahaya Tour and Travel to
the Customers Using Plane Tickets …………..................... 16
D. The Way Bhumi Cahaya Tour and Travel Create and Maintain
Positive Image towards the Customers ………….………......... 17
CHAPTER IV: CONCLUSION AND SUGGESTION ………….......... 20
A. Conclusion ………….........…………………………..……..……….……….........… 20
B. Suggestion ………….........………………………………………..………….........… 21
BIBLIOGRAPHY
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THE MANAGEMENT SYSTEM OF “BHUMI CAHAYA”
TOUR AND TRAVEL
Putri Mega Sari1

Yusuf Kurniawan, S.S., M.A.2
ABSTRACT
2011. English Diploma Program, Faculty of Letters and Fine Arts,

Sebelas Maret University.
This final project report is written based on the job training
completed in Bhumi Cahaya Tour and Travel within a month. This
final project report proposes two objectives; namely to describe the
management system in Bhumi Cahaya Tour and Travel and to
describe the way how Bhumi Cahaya Tour and Travel create and
maintain positive image towards the customers. From the job
training result and the observation, it can be concluded that
management which is always used by Bhumi Cahaya Tour and
Travel encourages its improvement. The good management of
Bhumi Cahaya Tour and Travel can also build and maintain the
good image known among the customers.
The management of Bhumi Cahaya Tour and Travel is led by a
leader, and that leader is responsible for divisions, namely Finance
Division, Operational Division, Marketing Division and General
Division. Furthermore, the efforts of Bhumi Cahaya Tour and
Travel to make and maintain its positive image among the
customers are such as giving good service towards every single
customer and always put the customers’ satisfaction as a priority
1
Mahasiswa Jurusan D III Bahasa Inggris dengan NIM C9307069
2
Dosen Pembimbing
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CHAPTER I
INTRODUCTION
A. Background
Nowadays, tourism has become the needs of people. Tourism is a business
providing information, transportation, accommodations, and other services to
travelers. One of the tourism businesses is travel agency. The growth of tourism
business can be seen from the increasing number of new travel agencies in this
country. This phenomenon raises the competition among the travel agencies to fulfill
the increasing demand on the service over the years for customers.
To face the competition in getting many customers and to provide excellent
services, every travel agency should have a good management system. The good
management system is useful to increase their selling points as one of the competitive
business strategies. Besides, they also have strategies to gain a positive image from
customers. By having the positive image, the customers will trust the travel agency
even more and they will automatically recommend it to their relatives, friends and
colleagues. Therefore, it is very important for travel agencies to build such image.
To gain satisfaction services a travel agency needs to manage its business
properly in well planned system in order to get a whole trust from the customers
because this industry needs certain characteristics where the human factor is very
much involved and it affects the outcome of the service. By improving the abilities of
its employees, an agency will get a success.

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It is the reason why I chose Bhumi Cahaya Tour and Travel as the place for
having the job training. Its positive image seemed to be one of the factors that made
the travel agency able to survive to present. Moreover, the travel agency provided
excellent services, and maintained the customers’ trust.
The tourism agency which is located at Jl. Jendral Sudirman 9 Sukoharjo is
one of the biggest travel agencies in Sukoharjo and it always looked occupied by
many customers who have ticket reservation or holiday planning. Based on the scene,
I got an impression that working in tourism field, especially in a travel agency is
interesting and inspiring. Moreover, the travel agency has excellent management
system and enduring efforts to create and maintain its positive image towards
customers. For the reason, I would like to learn more from the travel agency by
conducting the job training there. Therefore, the title of the final project report is
“The Management System of Bhumi Cahaya Tour and Travel”, to fulfill the
requirement for diploma degree in English Diploma Program.
B. Objectives
1. To describe the management system in Bhumi Cahaya Tour and Travel.
2. To describe the way how Bhumi Cahaya Tour and Travel create and maintain
positive image towards the customers.
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C. Benefits
1. The Institution
The writer expected that the final project report will be useful as additional
information to develop the travel agency, especially Bhumi Cahaya Tour and
Travel.
2. The Students of English Diploma Program
The writer expected that the final project report will be useful in the future as
a reference to write final project.
3. The Writer
The writer expected that final project report will get more information about
the management system Bhumi Cahaya Tour and Travel.
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CHAPTER II
LITERATURE REVIEW
A. The Definition of Tourism
There are many definitions of tourism which varies from one author to
another. Budi Santoso defines tourism as “basically an activity of people’s movement
from one place to another but not to stay in that place permanently and that those
people will come back to where they come from with a main purpose to look for
satisfactions” (Santoso, 1981: 11). This definition refers to the activity of moving
from one palace to the other place.
Quite similar to Budi Santoso, Oka A. Yoeti also defines tourism as “the
activity of travelling from one place to another which takes more than 24 hours with
the intention for fun” (Yoeti, 1982). As a response to the signifance of tourism to
Indonesia devise, UU RI No.9 Year 1990 defines tourism as “everything relates to
excursion including explorations of tourism objects and points of interest and also
related efforts in that field.” This definition is more broadly and covers not only to the
activity but also the object of the tourism.
B. The Definition of Tour and Travel
Hamalik (1978:26) quotes from Hornby Cs, in The Advance Learner’s
Dictionary of Current English, defines “tour” as a journey in which a short stay is
made at number of place from which he stayed.

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“tour” may refer to either a package vacation or a trip escorted by a guide (Foster,
1995:174). It can be concluded that tour is a package vacation which the traveler make
a short stay in the destination.
There are some definitions about travel. The website businessdictionary.com
defines travel as “an act of traversing through a geographic region or moving from one
place to another. This can be temporarily, as is often the case, and can be for a short
period of time” (www.businessdictionary.com/definitiontravel). It means that travel is
basically a movement from one place to another in a short time, in a geographical
way. So if the movement occurs in the context of job or profession, it cannot be
categorized as travel.
In addition, Wikipedia defines travel as:
“The movement of people between relatively distant geographical locations for any
purpose and any duration, with or without any means of transport. Travel also
includes relatively short stays between successive movements. Movements between
locations requiring only a few minutes are not considered as travel”
(en.wikipedia.org/wiki/Travel)
From this definition it is obvious that time is an important point in travel that it
is movement to another location with any purpose which is more than 24 hours.
C. Businesses and Activities of Travel Companies
In Travel companies, there are many activities. Based on Minister of Tourism,
Post and Telecommunication decision letter number 10/PW.102/MPPT-93, the
stipulation of businesses and activities of travel companies are divided into three parts.
First, the bureau of excursion trip which is a company that conducts excursion
packages and travel agents, of which activities are: arranging and selling tourism
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package abroad publicly or by requests, conducting and selling tourism services or
cruises, arranging and selling national excursion packages publicly or by requests,
conducting tour guiding and tour conducting, providing car rental facilities for the
tourists, selling tickets for transportation vehicles and others, preparing travel
documents according to the regulations. The second is Excursion Trip Agency which
is a company conducting transportation ticket sales activity and other stuffs and orders
for excursion facilities with its related activities like providing tickets for
transportation facilities, preparing travel documents based on the government rules.
While the third is Branch of excursion trip bureau which is the unity of businesses
from excursion trip bureaus located in the same place or others which provide services
related to the activities of excursion trip bureau.
From the explanation above, it can be concluded that among those stipulations
there are different activities and the writer focused more on excursion trip agency of
which the activities are selling transportation tickets and conducting excursion
facilities orders and also preparing travel documents.
D. Service
Service is defined as “any activities or advantages which are offered by one
party toward other parties which are basically intangible and it does not result in
ownership.” (Kotler and Armstrong, 1998:276). From the definition it can be
concluded that services are invisible things offered by certain parties or people.
According to Ruslan in his book Porter, the term “service of excellence” is
defined as “a service which is given by a company in the effort to give the customer’s
satisfaction and to develop the customers’ trust, while the customer will get the
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satisfaction given by the company” (Ruslan: 60). From the statement, the best service
is very important to build and maintain good image and also trust and satisfaction of
the customers towards certain travel agencies.
It can be concluded service is invisible things which has purposes to give
customer’s satisfaction and increase customer’s trust.
E. Management
The management of a company is very important because a good management
can produce a good product or service. A company will be able to avoid some
troubles by having a good management. A precise and good planning will result in a
good management as well. Management is “the section assigned to plan, manage and
operate the business”, “The power of brand or image is the charisma, and the
emotional strength owned by a company and it is the opinion or feeling of the people
towards the company or its products” (www.thinkrooms/2008/03/03/management).
From the explanation above, it can be concluded that management and image
is closely related because if the management is good then the image among the people
will also be good. With good management a company will survive any obstacles, and
it even will develop into a bigger and better company.
In this final project report the writer focused on the management of the
company which in this case is a travel agency and the way the company maintain
good image towards the consumers. It will explain a lot or explore about how the
company from the beginning until today, to be able to survive and develop well. The
writer also mentioned about the good service towards the consumers which certainly
becomes one of the keys to the company’s management which survives until today.
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CHAPTER IV
CONCLUSION AND SUGGESTION
A. Conclusion
From the discussion in chapter three, the writer concluded that
1. The management which is always used by BhumiCahaya Tour and Travel
encourages its improvement. The good management of BhumiCahaya Tour and
Travel can also build and maintain the good image known among the customers.
2. The management of BhumiCahaya Tour and Travel is lead by a leader and the
leader is responsible for the work of four divisions, which are:
Finance Division
This division consists of accounting and cashier sections.
Operational Division
This division consists of ticketing and tour sections.
Marketing Division
This division is functioned to do marketing activities.
General Division
This division consists of armada provider and messenger.
3. The efforts of BhumiCahaya Tour and Travel to make and maintain its
positive image among the customers are such as giving good service towards every
single customer and always put the customers’ satisfaction as a priority.
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B. Suggestion
1. BhumiCahaya Tour and Travel
It is suggested that BhumiCahaya Tour and Travel to do the promotion and
marketing more intensely via brochures and pamphlets.
2. English Diploma Program
It is suggested that English Department provides more references and books
about travel agent which gives more knowledge and information about travel
agent itself.
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CHAPTER III
DISCUSSION
A. The Description of BhumiCahaya Tour and Travel
A.1. The History of BhumiCahaya Tour and Travel
BhumiCahaya was built in early 1980’s when Mr. RachmadSukarwinata
started a bus agent business route of Sukoharjo-Jakarta named Cahaya Agency. In
the mid 1990’s the business was expanded to selling ship tickets, in which at that
time Cahaya Agency was still a sub agent (worked together with main travel agent as
the medium to PT. PELNI). There was an agreement about the dividing of
commission which has become their mutual deal. After going for several years, Mr.
RachmadSukarwinata gave away the chairman position of the company to his son,
ErliantoNurRahmanAji, to handle the management of the ship ticket sales and also to
his daughter, Mustikawati, to handle the bus agency management.
In 2002, Erlianto together with his brother established PT. Swalabhumi which
handles many fields like commerce, industry, finance consulting, contractor,
transportation, etc. In transportation field, it resulted in anakperusahaan (company
branch) namely BhumiCahaya Tour and Travel which is named after the name
combination between SwalaBhumi and Cahaya Agency, located in Jl.
JenderalSudirman 09, Sukoharjo, Central Java.
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Under the name of BhumiCahaya Tour and Travel, Erlianto started the
business development of which previously only selling tickets, accelerated to selling
plane tickets, travel, and also providing tourism armada including rental car by
cooperating with airlines, autobus companies. In order to broaden the marker,
BhumiCahaya Tour and Travel started to do cooperation with agencies around Solo,
Wonogiri, Klaten, Karanganyar and Sragen areas to help the sales. Until today, the
cooperation is still going well and BhumiCahaya Tour and Travel is going to
maintain the cooperation with other agencies in the form of sub-agencies.
A.2. Vision and Missions
Sukoharjo is a culture city inside Surakarta scopes so the culture of Javanese
or keraton has become customs for the society and background for Sukoharjo’s
tourism potential, for example the gamelan wironhandicraft, italic, etc. Sukoharjo’s
human resources are dominated by farmers and wanderers who go to Jakarta or other
regions in Indonesia. Given that phenomenon, BhumiCahaya Tour and Travel tried
to develop the tourism potential of Sukoharjo and bridge the wanderer both for go
and return. BhumiCahaya Tour and Travel used a professional mission in the service
by putting hospitality and other Javanese-like attitudes as a priority.
A.3. Service products available at BhumiCahaya Tour and Travel
1. Ticketing
The ticketing division of BhumiCahaya Tour and Travel provides plane ticket sales.
BhumiCahaya Tour and Travel always tries to give the best recommendation for the
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costumers when there are promos from certain airlines. Moreover, BhumiCahaya
Tour and Travel also provides ship tickets.
2. Travel
BhumiCahaya Tour and Travel provides travel services for the consumers who want
to be transported from airports or harbors of which has a quite long distance from
where they live.
3. Car Rental
BhumiCahaya Tour and Travel provides to be rented to the customers.
4. Tourism Packages
The tourism packages of BhumiCahaya Tour and Travel provide services for every
tourist destination in Indonesia. BhumiCahaya Tour and Travel will give special
prices and other facilities.
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A.4. Organization Structure
BhumiCahaya Tour and Travel
The Head of the

Company
Finance Operational Marketing General

Division Division Division Division
────l
Accounting Cashier Ticketing Tour Armada Messenger
Providers
The head of the company is occupied by ErliantoNurRahmanAji, who is
responsible for the company’s operational matters. He is assisted by:
a. Administration Division : Accounting
Cashier
b. Operational Division : Ticketing
Tour
c. Marketing Division : Marketing
d. General Division : Armada Providers
Messenger
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B. The Job Training Activities
During the job training in BhumiCahaya Tour and Travel, the writer saw
many customers coming there to make reservations on plane or ship tickets. The
writer saw and experienced how the employees handle questions from the customers,
and the writer also helped the employees making the reservations. Every time there
were customers coming, the employees always welcomed and greeted them with
smile, so did the writer. At that moment I felt the emotional bond which is created
was tight and family-like. The questions frequently asked by the customers were
about the plane departures, for example from Solo, Jogja or Surabaya to the
destination areas. The writer also helped the employees handling such questions by
looking at the plane departure schedules on-line. Afterwards, the customers asked
about the price of the tickets, and the employees would offer the best price to the
customers since sometimes there are promotional prices from the airlines, and
sometimes the prices fluctuate.
BhumiCahaya Tour and Travel also tried to give explanation to the
customers. If they ask some questions, the employees will gladly answer the
questions and explain the answers, and they will definitely give the best to the
customers.
While having the job training at BhumiCahaya Tour and Travel, the writer
met many characters of the customers. The writer felt like finding a new world which
is the work of world. The writer maintained a good relationship with both the
employees and the employer. The writer also learned about many things from the
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employees there on how to handle the customers’ questions properly. There was
probably less knowledge acquired by the writer, but the job training activities were
meaningful and it added more experiences.
C. The Process of Management System in BhumiCahaya Tour and Travel
Tourism as one of the genuine regional income means that every region
obtains its sole income from the tourism field. It also triggers the emergence of
tourism industries, one of them is being the travel agent. Through the increasing
number of travel agencies, they also experience rising competitions. One way to
survive and to keep the travel development is by having a good management.
Management is a significant matter in a travel agency, particularly for
BhumiCahaya Tour and Travel. It is the management that determines the growth of a
travel agency. By having a good management a company will be able to survive and
develop better. BhumiCahaya Tour and Travel applies a management which builds
and encourages the creation of service providing that is able to meet the satisfaction
and the loyalty of BhumiCahaya Tour and Travel’s consumers. Today’s success of
BhumiCahaya Tour and Travel was started with a good management which is also
given to its whole employees. BhumiCahaya Tour and Travel always puts the
customers’ satisfaction as a priority in order to build their trust. Besides, an effective
and efficient management will give maximum profits to BhumiCahaya Tour and
Travel itself.
BhumiCahaya Tour and Travel also took a well-prepared planning and

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a long time ago since inevitably
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BhumiCahaya Tour and Travel will undergo obstacles, for example the appearing
competition due to the emergence of other travel agencies. Here the role of the
customers is very essential because the success of BhumiCahaya Tour and Travel
today depends so much on the customers who are always loyal to this travel agency.
Therefore BhumiCahaya Tour and Travel always prioritizes its customers who have
put so much trusts and loyalties. Besides, the employees also have an important role
because it is them who always serve the customers with good manners and
friendliness. For that reason, the customers will gain a good impression about
BhumiCahaya Tour and Travel. The positive image of BhumiCahaya Tour and
Travel will be created by building such emotional bond with the customers.
Aside from that, BhumiCahaya Tour and Travel also provides a comfortable
office rooms. The comfort is gained through the cleanliness, tidiness, quietness,
fairness and freshness of the rooms. It is also done for the sake of the customers so
that they feel comfortable being in that rooms. BhumiCahaya Tour and Travel is
always open to any constructive suggestions. By learning and accepting suggestions
continuously from the customers, it is expected that BhumiCahaya Tour and Travel
will try to give the best and be able to compete with other travel agencies.
C.1. Departments in BhumiCahaya Tour and Travel
In BhumiCahaya Tour and Travel there are several departments of which
have their own activities as follow:
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a. Marketing Department
This department has duties in conducting marketing and arrangement activities on
the tourism products, coordinating and making marketing activity report timely. The
function of marketing department is to collect data and information on about certain
products needed by the customers, to find various suggestions and complaints for
research and development.
b. Accounting Department
This division is assigned to manage administration, employment, general matters and
the company finance, to take responsibilities of the activities of the division and then
report them to the head of the company, to arrange the annual budget of income and
fund of the company and manage the in and out flow of the company finance, to
make and check the finance report at the bank, to make journals, daily record books,
assistance books and bukukas.
c. Ticketing Department
This department has duties to sell and take care of transportation services needed in
travel services, to set up travel documents like the tickets for land, water and air
transportation. This department is responsible for those activities to be reported to the
department head.
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d. General Division
This division is responsible for providing transportation armada. The armada used to
be provided is the travel services for the customers who use those services for going
to the airports or harbors where the planes or ships belong.
e. Tour Department
The duties of this department is to sell and function tourism products, to do tourism
administrations properly and precisely, to serve and solve all complaints and claims
of the customers properly and also be responsible the whole activities inside the
department to the head of the company.
C.2. Services Given by BhumiCahaya Tour and Travel to the Customers Using
Plane Tickets
BhumiCahaya Tour and Travel always gives the services quickly and
precisely to the customers. It can be seen from the following:
1. To know the schedules of flight travel
An airline usually has an organized operation and it always arranges the plans
of its flight travel. To know the schedules and plans of an airline, it can be done in
several ways, like from books or brochures published for that matter, and via online.
Therefore BhumiCahaya Tour and Travel was able to quickly give the flight
schedules in the reservation of the airplane tickets.
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2. Ticket Reservation Service
In the activities of a travel agent, the organization of the booking or
reservation is quite complicated, because everything needs to be done as careful as
possible to be able to fulfill what requested. In order to be able to do reservations,
BhumiCahaya Tour and Travel provides a specific file made for that. If there are
customers who want to make reservations, then the data will be stored in the file
including the personal data like name, address contact numbers, the destinations,
kind of transportation, class, and kind of ticket-whether it is a one-way or round trip,
and the certain date of the departure. Besides the employees of BhumiCahaya Tour
and Travel make contacts with the ticketing officials at the airlines that publish the
ticket so that the confirmation can be done. It is done because the seats are not
always available; therefore a holding ticket always needs a confirmation.
D. The Way BhumiCahaya Tour and Travel Create and Maintain Positive
Image towards the Customers
BhumiCahaya Tour and Travel is one of the travel agencies that runs its
business based on transportation service. BhumiCahaya Tour and Travel tries to give
the best service to the customers and always tries to maintain the good image in front
of the customers. It is also one of the management keys of BhumiCahaya Tour and
Travel so that it can survive and flourish like today. The first way is hospitality. In
this case BhumiCahaya Tour and Travel gives friendliness, since Solo is famous for
its friendliness. It is done by giving smiles and warm greetings to the customers so
that they will feel like they are in a familiar environment and not alienated. Moreover
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digilib.uns.ac.id
the customers will feel respected and appreciated by the staffs of BhumiCahaya Tour
and Travel. Every time the customers come the staff will give them warm greeting,
for example “good morning, good afternoon, good evening” and then the staff will
ask the name of the customers, and then he will call the customers by her name.
Afterwards, the staffs will ask if there is anything they can help with, then the staffs
will prioritize giving the information needed. Here the staffs always explain about
the needed information patiently, and if there is any of them who cannot provide
adequate information then that staff has to ask the other staff. If doing that still
cannot make the customers understand and obtain the information needed then the
staff have to try to explain it until the customers understand. When the customers are
already satisfied with the explanation and have no more business in BhumiCahaya
Tour and Travel then the staffs at that moment immediately say thank you to the
customers. For example, “Thank you, Mr. …. We hope you would like to meet us
again,” or “Have a nice flight for you,” if the customers make a plane ticket
reservation.
The second way is comfort. The comfort of the customers is very essential in
BhumiCahaya Tour and Travel which is located in Jl. JendralSudirman 9 always tries
to provide the customers with comfort. The office rooms are made to be comfortable
as possible, and there are friendly staffs, cozy office interiors, comfortable waiting
seats, clean atmosphere and is completed with air conditioner which make the office
feels fresh and cool. Toilets are also provided for the customers who might need it.
The third way is cleanliness. The cleanliness of BhumiCahaya Tour and

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Travel office can be seen from both inside and outside the office. By keeping the
digilib.uns.ac.id
cleanliness it is expected that more comforts felt by the customers will follow.
Therefore the customers can feel much more comfortable being in BhumiCahaya
Tour and Travel office.
Those efforts are given to the customers of BhumiCahaya Tour and Travel so
that they get the best service. BhumiCahaya Tour and Travel really wants the
customers to stay loyal so that any efforts are taken. From all of those efforts, the
writer also saw for real that the customers who choose to use the other services
provided by BhumiCahaya Tour and Travel. It can also be seen by the writer from
the fact that every evening until night time there were many customers waiting for
the arrival of travel armadas that will take them to the airports or harbors where they
will be on the airplanes or ships for going to their destination. It is the duty of
BhumiCahaya Tour and Travel to make sure the customers are served in that way.
Then the customers will only have to wait for their transportation of choice to depart.
This is also the effort of BhumiCahaya Tour and Travel to keep the customers’
loyalties and good image alive.
Aside from those services, BhumiCahaya Tour and Travel also improves the
quality of the service step by step, and also promotes BhumiCahaya Tour and Travel
by issuing brochures or leaflets, via certain institutions. The step was taken to attract
more interests of the customers in using the service of BhumiCahaya Tour and
Travel.
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perpustakaan.uns.ac.id digilib.uns.ac.

THE MANAGEMENT SYSTEM OF “BHUMI

FINAL PROJECT REPORT

Submitted as a Partial Requirement in Obtaining Degree in the English

Putri Mega Sari

ENGLISH DIPLOMA PROGRAM

God helps those who help themselv

I would like to dedicate this final project to:

management system of “Bhumi Cahaya” Tour and Travel”

This final project report is written to fulfill the requirement in obtaining

Cahaya” Tour and Travel.

report without their help.

comments are accepted.

Sukoharjo, July 2011

Putri Mega Sari

Alhamdulilahirobbil’alamin, first I would say thanks to Allah SWT for

giving me ideas in writing my final project report and giving me everything in my

say thanks to these following people:

Arts, Sebelas Maret University

thank you for permitting me to do the job training in your company.

4. My lovely little sister, Sukma. Be the best,,

and my heart so I can see the truth.

6. My family, thanks for everything.

8. Linda, Dewi, Kesya, Bintang, thanks for everything.

Wahyu, Nesia, thanks for everything.

10. My friends in English Diploma 2007, especially class B.

the writing of this final project report.

Putri Mega Sari. 2011. THE MANAGEMENT SYSTEM OF BHUMI

APPROVAL OF SUPERVISOR ……………………………………..... ii

APPROVAL OF THE BOARD OF EXAMINERS…………………..... iii

ACKNOWLEDGEMENT …………………………………………….. vii

TABLE OF CONTENTS …………………………………………….... x

CHAPTER I: INTRODUCTION ……………………………………… 1

CHAPTER II: LITERATURE REVIEW ……………………………… 4

A. The Definition of Tourism ……………………………..……… 4

B. The Definition of Tour and Travel…………………….......…… 4

C. Businesses and Activities of Travel Companies.....................…. 5

CHAPTER III: DISCUSSION………….........………………………… 8

A. The description of Bhumi Cahaya Tour and Travel…………… 8

A.1. The History of Bhumi Cahaya Tour and Travel…………. 8

A.2. Vision and Missions………….........……………...……… 9

A.3. Service product available at Bhumi Cahaya Tour and Travel

A.4. Organization Structure ………….........………………..…. 11

B. The Job Training Activities …………….........…………..…..... 12

C. The Process of Management System in Bhumi Cahaya Tour and

C.1. Department in Bhumi Cahaya Tour and Travel …….…….. 14

C.2. Services Given by Bhumi Cahaya Tour and Travel to

the Customers Using Plane Tickets …………..................... 16

Positive Image towards the Customers ………….………......... 17

CHAPTER IV: CONCLUSION AND SUGGESTION ………….......... 20

APPENDICES commit to user

Putri Mega Sari1

2011. English Diploma Program, Faculty of Letters and Fine Arts,

Nowadays, tourism has become the needs of people. Tourism is a business

providing information, transportation, accommodations, and other services to

To face the competition in getting many customers and to provide excellent

To gain satisfaction services a travel agency needs to manage its business

its employees, an agency will get a success.

excellent services, and maintained the customers’ trust.

The tourism agency which is located at Jl. Jendral Sudirman 9 Sukoharjo is

I got an impression that working in tourism field, especially in a travel agency is

requirement for diploma degree in English Diploma Program.

1. To describe the management system in Bhumi Cahaya Tour and Travel.