Divisi dan Tugas Front Office di Sheraton Mustika Yogyakarta Resort and Spa

RISCHA ONE PRABAWATI, Erlin Estiana Yuanti, S.S., M.A.

2013 | Tugas Akhir | D3 BAHASA INGGRIS

Tugas Akhir ini bertujuan untuk memberikan informasi singkat tentang struktur manajemen di Sheraton Mustika Yogyakarta Resort and Spa, terutama struktur manajemen dari departemen front office. Tujuannya adalan mendiskripsikan tentang tugas pokok dari masing-masing divisi dari front office dan servis yang diberikan kepada tamu. Metode pengumpulan data yang dilakukan adalah observasi secara langsung dengan melakukan training atau magang selama beberapa bulan di Sheraton Mustika Yogyakarta Resort and Spa. Penulis juga melakukan wawancara dengan karyawan front office, mempelajari buku-buku mengenai front office dan melakukan pencarian dari internet yang memiliki keterkaitan dengan objek penilitian. Keimpulannya adalah ada beberapa divisi dari departemen front office di Sheraton Mustika Yogyakarta Resort and Spa yang memiliki masing-masing tanggung jawab pekerjaannya kepada tamu. Divisi-divisi tersebut adalah Guest Service Agent (GSA) or Reception yang bertugas mengurus segala aktivitas administrasi dan memberikan informasi mengenai hotel dan fasilitasnya kepada tamu; Guest Relation Officer (GRO) yang bertugas membantu segala kebutuhan yang dibutuhkan tamu selama menginap dihotel; Guest Service Center (GSC) yang bertugas menerima dan menyampaikan segala informasi dengan telepon; dan Concierge yang bertugas melayani pengantaran barang dan memberikan informasi mengenai transportasi hotel dan tempat-tempat menarik sekitar hotel. Hasil dari wawancara dengan beberapa karyawan maupun magang mengatakan bahwa pelayanan yang diberikan sudah bagus dan terorganisir dengan baik.

This graduating paper aims at giving a brief information about management structure in Sheraton Mustika Yogyakarta Resort and Spa, especially management structure of Front Office department. This graduating paper explains about the responsibilities of each front office division. The methods of collecting data are direct observation, library research and field study. In the direct observation, the writer joined the internship program in Sheraton Mustika Yogyakarta Resort and Spa. During the internship, the writer also interviewed the FO staff. In the library research, the writer studied several books related to the material. The writer also searched some materials from the internet which are related to the objects of the research. In conclusion, Sheraton Mustika Yogyakarta Resort and Spa has management structure and it is divided into some departments such as Financial Controller, Sales and Marketing, Human Resources, Security, Housekeeping, Food and Beverage product, Front Office. There are some divisions of front office deparment which has their own duties. The divisions are Guest Service Agent (GSA) or Reception which is responsible to handle all of administration activity and to give information to the guests who need assistance about hotel facilities, hotel promo, tour destination, what news are there in the town and many others; Guest Relation Officer (GRO) which is also responsible to assist guests with their needs and to check rooms; Guest Service Center (GSC) which is responsible to handle all of information by phone, and Concierge which is responsible to handle luggage and transportation for guests. Based on interview with some staff, the service and responsibility can be handled by each division well.

Kata Kunci : Sheraton Mustika Yogyakarta Resort and Spa, Front Office, tugas