The Job Descriptions of Front Desk and Guest Relation Officer at Inna Garuda Hotel

BETTY HANDARU M, Tri Nuraniwati, M.A.

2015 | Tugas Akhir | D3 BAHASA INGGRIS SV

INTISARI Tugas akhir ini membahas deskripsi pekerjaan di bagian kantor depan hotel Inna Garuda. Pembahasan meliputi deskripsi pekerjaan front desk dan guest relation officer, persamaan, perbedaan, dan tantangan di masing-masing bidang pekerjaan. Data- data yang digunakan dalam menyelesaikan TugasAkhir ini dikumpulkan pada periode magang dari bulan Februari 2015 sampai April 2015. Metode pengumpulan data dilakukan dengan cara observasi langsung agar dapat mengalami sendiri bekerja di bidang tersebut, wawancara dengan karyawan di bagian kantor depan hotel untuk mendapatkan informasi yang benar tentang hotel tersebut, dan metode terakhir yaitu melakukan studi pustaka melalui beberapa buku dan sumber dari internet untuk melengkapi data dengan topic yang bersangkutan. Kesimpulan dari penulisan Tugas Akhir ini adalah deskripsi pekerjaan di bagian front desk dan guest relation officer memiliki beberapa persamaan dan perbedaan, yaitu kedua divisi tersebut bertugas untuk membantu tamu untuk proses check-in dan check-out untuk tamu individu, sedangkan guest relation officer hanya membantu check-in untuk grup. Kedua divisi bertanggungjawab untuk memeriksa House Count Information dan log book sebelum mengawali pekerjaannya. Front desk bertanggungjawab membuat laporan ringkasan pembayaran setiap di akhir jam kerja, sedangkan guest relation officer bertanggungjawa bmembuat laporan keluhan tamu selama satu minggu dan mencetaknya untuk di bagikan kepada seluruh kepala bagian dan dibahas saat rapat mingguan. Tantangan bekerja dibagian front desk adalah harus tetap konsentrasi dan teliti, sedangkan pada bagian guest relation officer adalah bagaimana cara menangani keluhan tamu karena sifat perseorangan tamu yang berbeda-beda. Kata kunci: Hotel Inna Garuda, Deskripsipekerjaan, Front Desk, Guest Relation Officer

ABSTRACT This graduating paper discusses the job description of front office department division of Inna Garuda hotel. The discussion about job description includes the job description of front desk andguest relation officer, the similarities, the differences, and the challenges of each position. The data were collected during the internship from February 2015 until April 2015. Methods of collecting the data are direct observation to experience the job, personal interview with hotel front desk staff to gain the valid data about the hotel, and the last method is library research from books and internet sources in order to complete the information related to the topic. In conclusion, the job description of front desk and guest relation officer has some similarities and differences, both of them have responsibility to help the check in and check out process of the guest, but the difference is front desk have to check in and check out the guest (individual guest), whereas guest relation officer only has to check in the guest (group check in. Both positions are responsible to check house count informationform and log book before starting the job. Front desk is responsible to make daily summary transaction report, but guest relation officer is responsible to make weekly guests complaints report and print it out, then distribute the report to all head department in order to discuss it on the weekly meeting. The challenge of front desk is they have good concentration. Whereas guest relation officer face challenge in how to handle guest complaints because every guests has different personalities. Keywords: Inna Garuda hotel, Job description, Front Desk, Guest Relation Officer

Kata Kunci : Inna Garuda hotel, Job description, Front Desk, Guest Relation Officer