IMPLEMENTASI PERAN GUEST RELATION OFFICER TERHADAP LOYALITAS TAMU VIP THE PHOENIX HOTEL YOGYAKARTA

DEVIANA ANGGIANI, Arina Pramusita, SIP., M.Si.

2013 | Tugas Akhir | D3 KEPARIWISATAAN

Kepariwisataan di Indonesia saat ini mengalami perkembangan yang cukup pesat. Hal ini ditandai dengan berkembangnya komponen – komponen yang terdapat didalam industri pariwisata yang salah satunya adalah akomodasi. Salah satu bentuk akomodasi yang umumnya paling dikenal adalah hotel. Hotel ini terbagi atas beberapa bagian (department), antara lain : Front Office, Housekeeping, Food & Beverage, Engineering, Accounting, Human Resources, Sales & Marketing, Sport & Recreational, dan Security. Front Office merupakan bagian (department) yang paling berpengaruh di dalam sebuah hotel karena kesan pertama yang akan ditemui oleh tamu dari sebuah hotel adalah melalui front office department. Salah satu bagian yang bertanggung jawab dan berperan penting di dalam front office department adalah Guest Relation Officer. Atas dasar tersebut, penulis ingin mengetahui peranan Guest Relation Officer terhadap loyalitas tamu VIP pada salah satu hotel di Yogyakarta yaitu The Phoenix Hotel Yogyakarta. Tujuan dari penulisan ini adalah untuk mengetahui bagaimana peranan atau job desc dari Guest Relation Officer dan pengaruhnya terhadap tingkat loyalitas tamu VIP di hotel tersebut. Penulis menggunakan metode penelitian deskriptif yang diperoleh melalui berbagai macam teknik pengumpulan data seperti observasi, wawancara, studi pustaka, dokumentasi dan praktek kerja lapangan. Sehingga dengan adanya penelitian langsung penulis dapat menganalisis mengenai rumusan masalah yang menjadi kesimpulan dalam permasalahan pada penelitian ini. Adapun hasil penelitian dari penulisan Tugas Akhir ini penulis mengetahui bagaimana peranan atau job desc dari Guest Relation Officer dalam memberikan pelayanan terhadap tamu baik tamu VIP maupun tamu non VIP. Dalam pembahasan ini juga akan dijelaskan pengaruh dari peranan Guest Relation Officer terhadap loyalitas tamu VIP di The Phoenix Hotel Yogyakarta.

Based Tourism in Indonesia is currently experiencing fairly rapid growth. It marked by its amends components that exists at deep industrial tourism which one of it is accommodate. The accomodation form that generally one of the most well known is hotel. This hotel upstairs split up some part( department ), for example: Front Office, Housekeeping, Food & Beverage, Engineering, Accounting, Human Resources, Sales & Marketing, Sport & Recreational, and Security. Front Office constitute a part (department) ascendant the most in one hotel because first one image will be found by guest of one hotel is pass through front office department. One of part which on hands and gets essential role in front office department is Guest Relation Officer. on that, writer wants to know Guest Relation Officer’s role for VIP guest loyalty on one of hotel at Yogyakarta which is The Phoenix Hotel Yogyakarta. To the effect of inscriptive it is subject to be know how the role or job desc of Guest Relation Officer and its influence to increase VIP guest loyalty at that hotel. Writer utilizes to methodic research descriptive one that acquired through various data collecting tech kinds as observation, interview, library studies, documentation and field work practice. So with marks sense writer direct research get analysis hits problem formula that becomes conclusion in about problem on this research. There is result even research of Final Task writing this writer knows how role or job desc of Guest Relation Officer in give service to expect a guest well VIP guest and also non VIP guest. This under consideration will also word influence of Guest Relation Officer’s role for VIP guest loyalty at The Phoenix Hotel Yogyakarta.

Kata Kunci : Guest Relation Officer, Loyalitas, Tamu VIP