Usaha Jasa Pariwisata Jilid 1 untuk SMK

DAFTAR ISI
Halaman
KATA SAMBUTAN ............................................................................................ iii
PENGANTAR PENULIS ..................................................................................... v
DAFTAR ISI ...................................................................................................... vii
BAB I KARAKTERISTIK SUMBER DAYA MANUSIA DALAM INDUSTRI
PARIWISATA
– Informasi Umum............................................................................ 2
– Peta Kompetensi .......................................................................... 3
– Daftar Kompetensi Lulusan .......................................................... 4
– Mengembangkan dan Memperbarui Pengetahuan Industri
Pariwisata ...................................................................................... 5
– Ketulusan dalam Melayani Pelanggan ......................................... 38
– Berkomunikasi Melalui Telepon .................................................... 43
– Mengatasi Situasi Konflik .............................................................. 52
– Bekerja dengan Mitra Kerja dan Pelanggan ................................. 63
– Bekerja dalam Lingkungan Sosial yang Berbeda ......................... 69
– Mengikuti Prosedur Hygienis di Tempat Kerja .............................. 77
BAB II RESERVASI DAN TIKET PERJALANAN
– Informasi Umum............................................................................ 87
– Peta Kompetensi .......................................................................... 88
– Daftar Kompetensi Lulusan .......................................................... 89
– Airline Reservation ........................................................................ 90
– Latihan Airline Reservation ........................................................... 120
– Tiket Domestik .............................................................................. 123
– Tugas/Latihan Tiket Domestik....................................................... 143
– Tiket Internasional......................................................................... 147
– Tugas/Latihan Tiket Internasional ................................................. 201
LAMPIRAN DAFTAR PUSTAKA
LAMPIRAN GLOSARIUM
vii