PERAN DAN STRATEGI GUEST RELATION OFFICER SEBAGAI MITRAFRONT OFFICE DEPARTEMENT DALAM EVALUASI MENINGKATKAN PELAYANAN DI THE PHOENIX HOTEL YOGYAKAR

LISTIAN PRAMUSINTA, Pitaya, S.ET., M.Sc.

2014 | Skripsi | D3 KEPARIWISATAAN

Dunia Pariwisata saat ini sedang mendapat perhatian dan sorotan yang sangat meningkat di berbagai negara belahandunia.Hal ini terbukti hotel-hotel/resort berbintang di Indonesia untuk berbagai elemen masyarakat.Dunia perhotelan mempunyai ruang lingkup yang dibahas dapat dilihat dari berbagai aspek. Dari segi pengelompokan departemen di hotel, Front Office mempunyai beberapa bagian yang mempunyai tugas dan tanggung jawabnya masing-masing. Selain berfungsi sebagai penerima tamu, di dalamnya mempunyai mitra kerja (partner) yaitu Guest Relation Officer yang berfungsi sebagai penghubung langsung tamu dengan hotel dari sejak tamu datang (check in) lalu stay di hotel hingga meninggalkan hotel (check out). Guest Relation Officer menjadi sarana penghubung yang tepat bagi tamu dengan hotel dalam evaluasi segala masukan kritikan/komentar tamu yang hadir dan menginap di hotel dalam hal meningkatkan pelayanan kualitas standar hotel berbintang lima yang sebenarnya sesuai dengan kebutuhan tamu.

v ABSTRACT Tourism is currently the world attention and the spotlight is greatly increased in various countries around the world. This is evidenced by the many star hotelhotel/ resort development in Indonesia for various elements of society. Hospitality world has discussed the scope can be viewed from various aspects. In terms of grouping departments in the hotel, Front Office has several sections that have the duties and responsibilities of each. In addition to functioning as a receptionist, in which working partners (partner) ie Guest Relation Officer who serves as a liaison directly with the hotel of guests coming from (check-in) and stay at the hotel to leave the hotel (check out). Guest Relation Officer become a means of connecting that is right for guests with hotel in the evaluation any inputs criticism / comments guests who is present and stay at hotel in terms of improving service of quality of starred hotel standards five-which the actual in accordance with the needs of guests

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