Kharisma Lutfi Adilla and Ayyu Najma Fuadia, students of the English Literature Study Program, Faculty of Adab and Cultural Sciences, UIN Sunan Kalijaga Yogyakarta, successfully completed a three-month internship program from August to October 2025 at The Grand Palace Hotel Yogyakarta. The internship was part of the implementation of contextual learning aimed at strengthening students’ academic and professional competencies in the hospitality industry.

The internship program was conducted within the Front Office and Marketing divisions of The Grand Palace Hotel Yogyakarta, one of the prominent hotels in Yogyakarta known for its classic European architectural style, strategic location, and comprehensive guest facilities. Through direct involvement in hotel operational activities, the students gained valuable experience regarding customer service, hospitality management, professional communication, and digital marketing practices.

During the internship period in the Front Office division, the students participated in various guest service activities, including assisting hotel staff in handling guest check-in and check-out procedures, room reservations, and providing information related to hotel facilities and services. The students were also involved in responding to guest inquiries regarding room availability, hotel amenities, and reservation services through direct interaction and telephone communication.

The internship experience in the Front Office division provided practical understanding regarding the importance of professionalism, effective communication, and hospitality values in maintaining guest satisfaction. In addition, the students gained insight into how Front Office staff handle guest complaints and diverse customer needs professionally, politely, and efficiently. Through these activities, the students developed interpersonal communication skills, emotional control, patience, adaptability, and problem-solving abilities that are essential in the hospitality sector.

Besides participating in Front Office operations, the students were also assigned to the Marketing division, where they contributed to various hotel promotional activities through social media platforms and digital marketing channels. In this division, the students assisted in creating promotional content, including photographs, videos, and visual materials used to promote hotel facilities, services, and special promotional offers to the public.

Furthermore, the students participated in documenting several hotel facilities such as guest rooms, restaurant areas, lobby spaces, and other supporting facilities for promotional purposes. These activities provided valuable experience regarding the importance of visual branding and digital promotion strategies in attracting customer interest within the modern hospitality industry.

The internship program also introduced the students to the communication and coordination processes carried out by the Marketing division in establishing promotional collaborations and maintaining relationships with customers and external partners. Through direct observation and participation in promotional activities, the students obtained broader insight into hospitality marketing strategies and the role of digital media in strengthening hotel competitiveness.

Through participation in both the Front Office and Marketing divisions, the students acquired valuable professional experience related to customer service, teamwork, communication, creativity, responsibility, and digital marketing. The internship program also contributed to the improvement of discipline, time management, professional ethics, and the ability to work effectively in a professional environment.

According to the participants, the internship experience at The Grand Palace Hotel Yogyakarta significantly contributed to their academic and professional development. The program enabled the students to gain deeper understanding regarding the operational aspects of the hospitality industry while strengthening practical skills relevant to future career opportunities.

The implementation of this internship program reflects the commitment of the English Literature Study Program at UIN Sunan Kalijaga Yogyakarta in supporting experiential learning and preparing students to face professional challenges in various industrial sectors. Through collaboration with external institutions and companies, students are encouraged to apply academic knowledge in real working environments while developing competencies aligned with the demands of today’s professional industries. (MIM/HFS)