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THE IMPORTANT ROLES AND DUTIES OF
THE FRONT OFFICE DEPARTMENT AT
KUSUMA SAHID PRINCE HOTEL
FINAL PROJECT REPORT
Submitted as Partial Requirement in Obtaining Degree in the English Diploma
Program, Faculty of Letter & Fine Arts, Sebelas Maret University
by
Femmy Diennarsari Sunarwanto
C9308026
ENGLISH DIPLOMA PROGRAM
FACULTY OF LETTERS & FINE ARTS
SEBELAS MARET UNIVERSITY
2011
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MOTTOES
I will do my best and GOD will do the rest.
It’s never too late to be what you might have been.
Life is 10% what happens to us and 90% what we decide to do about
it.
The men who try to do something and fail are infinitely better than
those who try to do nothing and succeed.
The secret happiness is to count your blessings while others are adding
up their troubles.
Nothing great was ever achieved without enthusiasm.
Life isn’t fair, but we can still expect the best from ourselves.
Cease to content one with another; cease to speak evil one of another.
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DEDICATION
I would like to dedicate this final project report to:
My Parents
and
All people who have supported me
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PREFACE
The writer would like to thank GOD and all parties who have supported the
writer in finishing this final project report entitled “The Important Roles and Duties
of the Front Office Department at Kusuma Sahid Prince Hotel”. It was written as a
partial requirement in obtaining degree in the English Diploma.
This Final Project, offers the apprentice a various concrete forms of the duties
and activities of the Front Office Department employees, at Kusuma Sahid Prince
Hotel. Those roles and duties are equipped with some explanations in order to give
clear information for the reader. Through this Final Project, the readers can also know
about the important roles and duties of Front Office Department.
This report is relatively far from being perfect. Therefore, the writer welcomes
suggestion and advice. Hopefully, this Final Project will be beneficial to the reader.
Surakarta, December 2011
Femmy Diennarsari Sunarwanto
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ACKNOWLEDGEMENT
Praise to the LORD. I would like to express my highest gratitude to HIM for HIS
Mercy and Kindness in every aspect of my life. However, I would not be able to
finish this report without any help and support from others. Therefore, I would like to
express my sincere gratitude to:
1. Drs. Riyadi Santosa, M.Ed, Ph.D, the Dean of Faculty of Letters and fine Arts,
Sebelas Maret University.
2. Yusuf Kurniawan, S.S, M.A. The head of English Dipoma Program, Faculty of
Letters and Fine Arts, Sebelas Maret University.
3. Drs. Hendarto Rahardjo, M.A, my Supervisor. Thank you very much for your
kindness, support, guidance and your patience in giving me suggestions to finish
this final project report.
4. Dr. Sri Marmanto, M.Hum as my Academic Supervisor. Thank you very much
for your guidance, support and advices during my study.
5. All of the lecturers of English Diploma Program, for the guidance and the lecture
during my study.
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6. My beloved parents, Mom and Dad. Thank you for your love, support, patience
and endless prayer for me. You are the best parents in the world and I am very
proud to be your daughter. For my big family, thank you for your support.
7. I am especially thankful for Rudi Banu Kuncoro for assisting me during my study
and finishing my final project report.
8. Mr. Purwanto as the General Manager, Mr. Joko Haryadi as the Front Office
Manager, Mr. Eko Wahyudi as the Human Resource Manager, who have given
me the opportunities to do the job training and trusted me to work there as a front
office staff.
9. All my best friends, Dita, Eny, Riris and Iren.
10. All my friends in English Diploma, Class A, Year 2008. Thank you for your
support to finish this final project report.
11. All people who guide me and whose names I can not mention here, I offer my
thanks.
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ABSTRACT
FEMMY DIENNARSARI SUNARWANTO. 2011. The Important Roles and
Duties of the Front Office Department at Kusuma Sahid Prince Hotel. English
Department Faculty of Letters & Fine Arts, Sebelas Maret University.
Hotel is a part of tourism industry having an important role in satisfying
tourists. The guests’ satisfaction is important to build a good image of hotel.
Therefore, it needs cooperation between the hotel staffs in each department. As one of
the departments in hotel, Front Office Department has a big responsibility in giving
good impression in the first service. Front Office Department has important role in
supporting the hotel operational. In order to perform the Front Office functions, the
Front Office has to work and make a good communication with the other
departments.
The objectives of this final project are to describe the roles of Front Office
Department and to describe the activities of Front Office Department in Kusuma
Sahid Prince Hotel. The services given by the Front Office Staff are the reflection of
the hotel’s image. It means that the Front Office Staff must be able to handle the
guest professionally. The hospitality and good etiquette from the Front Office Staff
are useful to give good impression to the guests. Therefore, the Front Office Staff has
important responsibility to improve the hotel’s image by giving an excellent service
in every service.
In this report, it can be concluded that Front Office Department plays the
important roles in supporting the hotel operation and Front Office Department has the
main activities in the Reception Section. The way they perform their duties and
responsibilities are good enough, but there are some problems faced by them in
performing the roles. Therefore, the writer proposes several solutions to overcome the
problems.
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TABLE OF CONTENTS
TITLE ............................................................................................................................. i
APPROVAL OF CONSULTANT ................................................................................ ii
APPROVAL OF THE BOARD OF EXAMINERS .................................................... iii
MOTTOES ................................................................................................................... iv
DEDICATION .............................................................................................................. v
PREFACE .................................................................................................................... vi
ACKNOWLEDGEMENT .......................................................................................... vii
ABSTRACT ................................................................................................................. ix
TABLE OF CONTENTS .............................................................................................. x
CHAPTER I: INTRODUCTION
A. Background ........................................................................................................... 1
B. Objectives ............................................................................................................. 2
C. Benefits ................................................................................................................. 2
CHAPTER II: REFERENCE REVIEW
A. HOTEL ................................................................................................................. 3
1. Definition of Hotel ............................................................................................ 3
2. Types of Hotel .................................................................................................. 3
B. FRONT OFFICE DEPARTMENT ....................................................................... 4
1. Definition ........................................................................................................... 4
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CHAPTER III: DISCUSSION
A. Kusuma Sahid Prince Hotel ................................................................................. 6
1. Brief History of Kusuma Sahid Prince Hotel .................................................... 6
2. Location of Kusuma Sahid Prince Hotel ........................................................... 7
3. The Facilities of Kusuma Sahid Prince Hotel ................................................... 8
B. Organization Structure of the Front Office Department of Kusuma Sahid Prince
Hotel ........................................................................................................................ 11
C. The Apprentice’s Experience .............................................................................. 16
1. Work Time of the Front Office Department .................................................... 16
2. Handling the Guest Complaint ........................................................................ 17
3. Handling the Guest Request ........................................................................... 18
4. The Strength and weaknesses of Front Office Department ............................. 21
CHAPTER IV: CONCLUSION AND SUGGESTION
A. CONCLUSION .................................................................................................. 22
B. SUGGESTION ................................................................................................... 22
BIBLIOGRAPHY
APPENDICES
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CHAPTER I
INTRODUCTION
A. BACKGROUND
Surakarta known as Solo city, is located in fertile plain along
Bengawan Solo River. Solo is famous as the centre of Javanese culture and
tradition. There are two places in the city: Kasunanan Surakarta and
Mangkunegaran Palace. Solo is also one of Batik centers and other Javanese
souvenirs centers. It is also famous for its Tourism destination, such as Klewer
Market, Radya Pustaka Museum, Grojogan Sewu Waterfall, Sangiran
Archeological site, and some other tourism destinations.
Tourism industry must be supported by many other facilities: Hotel is
one of the most important parts to support the development of tourism
industry, Hotel does not only provide accommodation for travelers and
tourists, but also offers the guest’s sport facilities, entertainment services,
laundry, dry cleaning, food and beverages, etc. There are more than 100 hotels
in Solo, but only some of them are stared hotels.
Kusuma Sahid Prince Hotel is one of five star hotels in Solo. The hotel
has a taste of traditional Javanese building. There are wood carvings along the
lobby and in the rooms. The hotel consists of many departments, such as
Front Office Department, House Keeping Department, Food and Beverages
Department, Marketing Department, etc. To satisfy the guest, the hotel must
give the best services by providing good receptionist, good restaurant, and all
information related to the guest’s needs.
This report written based on the writer’s experience during the job
training in the Front Office Department at Kusuma Sahid Prince Hotel for one
month, started from March 1st to March 31
st, 2011. The job training was done
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to fulfill the requirement in obtaining Diploma Degree in the English Diploma
Degree in the English Diploma Program, at Sebelas Maret University.
B. OBJECTIVES
The objectives of this final project are as follows;
To describe the roles of the Front Office Department of Kusuma Sahid
Prince Hotel
To describe the duties of the Front Office Department of Kusuma
Sahid Prince Hotel
C. BENEFITS
It is hoped that this final project report will be beneficial not only for the
writer and Kusuma Sahid Prince Hotel, but also for the readers. The benefits
of this final project report are:
To the Writer
The writer gets a lot of experience and knowledge about working in
hotel. By this report the writer knows about the duties of the Front
Office Department in Kusuma Sahid Prince Hotel.
To the Hotel
This report can be used by the hotel for the reference to improve their
guest service as well as improving their quality.
To the Reader
This report will be able to give information to the reader about the
duties of the Front Office Department of Kusuma Sahid Prince Hotel.
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CHAPTER II
REFERENCE REVIEW
A. HOTEL
1. Definition of Hotel
According to Yayuk Sri Purwani, the word “hotel” came from the
French word “hostel” which means “lodging for people who make a trip”.
In the course of time, people prefer “hotel” to “hostel”.
According to AHMA (American Hotel Motel Association), the
definition of “hotel” is “…as an establishment whose primary business is
providing lodging facilities for the general public which furnishes one or
more the following services: food & beverages service, room attendant
service, uniformed service and use of furniture and fixture (Sugiarto &
Sulartiningrum, 1999:8).
Based on the definitions, it can be concluded that hotel is commercial
establishment providing room, food and beverages and other supporting
facilities for the guest during their stay in the hotel.
2. Types of Hotel
According to (IHRA) International Hotel and Restaurant, hotel is
classified into 5 types based on their different amenities, range of facilities
and quality of service, as follows:
One star Hotel
One star hotel provides a limited range of amenities and
service, it has high standard of facility, and cleanliness
becomes main attention for the hotel.
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Two star Hotel
Two star hotel provides good accommodation equipped good
bedrooms. Each room has private telephone and private
bathroom.
Three star Hotel.
Three stared hotel has more special rooms with high class
decoration and furnishing and color TV. The hotel has one or
more bars or lounges.
Four star Hotel
Four star hotel is much more comfortable and larger. It
provides table d’hôte and la carte mode of cuisine. The hotel
also provides room service and other amenities.
Five star Hotel
Five star hotel offers the most luxurious services. It provides
many kinds of supporting facilities for the guest, such as,
swimming pool also sports and exercise facilities.
B. Front Office Department
1. Definition
Front Office Department must be able to present the characteristics of
the hotel to the guest in order to attract their attention. Front Office is the
location where the guests get their first and last impression from the hotel.
Front Office Department in a hotel is indeed the heart and the nerve center
of the guest’s activities. Besides, Front Office has important role to get
high income for the hotel by selling rooms.
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According to Damardjati, Front Office is a hotel’s section as
administrative & operational to handle guest’s rooming in hotel
(Damardjati, 1995;4)
As one of the departments in hotel operation, it is directly related to
the guest. Front Office becomes an important division in hotel because of
some reasons:
a) Front Office is the center of Hotel’s activities.
b) Front Office has important role to give hotel’s income by
selling the room.
c) The first and last images from the guest depend on the Front
Office staff services, especially the receptionist.
Another opinion about the role of reception comes from Sulastiyono
(1997: 67) in his book Manajemen Penyelenggaraan Hotel, he states that
Front Office Department has important roles as follows:
1. Sales Person
As sales person, Front officers do not only sell the room, but also
the hotel’s product & facilities. Therefore, Front Office staff must
know about all the things related to the hotel. They must offer the
facilities & hotel products to satisfy the guest needs.
2. Administrator
Front Officer as administrator has essential role to record the room
reservation, register the guest, make room sales report, and also the
guest history.
3. Book Keeper
Front Officer is also called as book keeper because front office
staff has function to receive the guest payment, make room sales
report and arrange most operational budget.
4. Attendant
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Front Office Department has a role as an attendant to give best
service both tangible and intangible products to the guest. For
example, Front Office staff must be able to give clear information,
an accurate registration and a comfortable room.
All the roles of Front Office are important to improve the hotel’s
reputation, because the guest’s opinion about the hotel and its services are
formed largely by their impression of the front office officers. A good
impression from the front office staff will build a good image of the hotel.
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CHAPTER III
DISCUSSION
A. Kusuma Sahid Prince Hotel
1. Brief History of Kusuma Sahid Prince Hotel
Kusuma Sahid Prince Hotel is located at Sugiyopranoto 20, near
Mangkunegaran Palace. It was the legacy of Pakubuwono X. He had a
title as “Kanjeng Gusti Pangeran Haryo Kusumo Yudho”. He gave a title
and a palace in the north of Surakarta Palace (Ndalem Kusumayudan ) to
his son, Pangeran Bei who then became Pakubuwono XI.
Ndalem Kusumoyudan was bought from Mangkunegaran IV and was
built in 1909 by Kanjeng Gusti Pangeran Hadi Wijoyo. The building
architecture of this palace belongs to Javanese and Dutch style. In 1961,
this palace was sold to IFCO, a bicycle assembling company. This palace
was then bought by PT. SAHID & CO in 1970. PT. SAHID & CO
planned to build and renovate Ndalem Kusumoyudan became a big hotel.
It was approved in PATA conference in 174.
On 26 October 1974, the hotel was launched by Gusti Mangkunegoro
VII, continued with making an epigraph taken by the Sukamdani Sahid
Gito Sardjono as the President Director of Sahid Group. The minister of
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Transportation launched it again on 8
October 1974 with the name
“Kusuma Sahid Prince Hotel“. The word SAHID itself has a unique
abbreviation.
Serve the customer with love
Attract the customer with smile
Handle the customer with heart
Impress the customer with friendliness
Delight the customer with Indonesian
hospitality
2. Location of Kusuma Sahid Prince Hotel
Kusuma Sahid Prince Hotel is located on Sugiyopranoto 20, Solo. It
has strategic location in the center of Solo. It has easy access to all
important areas in Solo. It can be reached only 5 minutes from Balapan
Railway station, 20 minutes from Adi Sumarmo Airport, and 8 minutes
from Tirtonardi Bus station. Tourists only need 5 minutes to visit
Mangkunegaran Palace from the hotel. The distance is less than 1 km.
3. The Facilities of Kusuma Sahid Prince Hotel
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Kusuma Sahid Solo Prince Hotel has different characteristic in
traditional Javanese style. Its unique background makes it different from
other hotels which generally have modern background styles.
In order to show the different characteristic, Kusuma Sahid Prince
Hotel Solo has been built with traditional Javanese architecture. In order
to create traditional atmosphere, the hotel provides a set of Gamelan (a set
of traditional Javanese music instruments). It is put in Lobby corner and
usually played in the evening. It is played to entertain the guests who want
to enjoy the views at the lobby.
As a five star hotel, Kusuma Sahid Prince Hotel Solo has various
facilities, such as:
a) Various Types of Room
Kusuma Sahid Prince Hotel consists of two floors with one
hundred and twenty-one rooms. They are one President Suite,
twenty-eight Bungalow Rooms, nineteen Cabanas Rooms, thirty
six Moderate Rooms, eighteen Extension Rooms, and twenty
Griyadi Rooms. Every room is competed with a bed, a night table,
a television, a telephone, luggage rack (baggage stand),
refrigerator, bath tub and quest supplies (stationary, sewing kit,
menu list, memo, ashtray and matches).
b) Convention Hall
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This hall is used for the guest who will hold the event such as,
workshop, wedding party, table manner, etc. They are Pantiardjo
Room, Sriwedari Room, Dewandaru Room, Tirtasari Room,
Wijaya Kusuma Room, Melati Room, Mawar Room, Anggrek
Bulan Lounge and Cempaka Room.
c) 24 Hour Room Service
This facility is provided to serve the guests who order food and
drink to be delivered to the room directly.
d) Gambir Sakethi Restaurant
This restaurant provides the famous Indonesian food and other
countries food. Ion Every Sunday, Gambir Sakethi Restaurant
offers Javanese traditional menu. So the guest will find the
absolute tradition of Java on Sunday.
e) Madugundo Bar Lounge
This bar is opened from 09.00 pm until late 12.00 pm. It is
completed with live music.
f) Laundry and Dry Cleaning
This facility is provided for the guest inside and outside the Hotel.
It is open from 07.00 am to 06.00 pm.
g) Drug Store
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Drug store is provided by the hotel in order to make the guest easy
to have first aid kit, medicine, healthy care, etc.
h) Souvenir Shop
Souvenir shop in Kusuma Sahid Prince Hotel Solo provides much
kind of handicrafts, wood carving, batik etc.
i) Tirtasari Swimming Pool
This swimming pool is not only provided to the guests staying in
the hotel, but also the guests outside the hotel.
j) Fitness Center
This facility is provided for the guests inside the hotel only.
k) Safe Deposit Box
This facility is provided for the guests inside the hotel only. They
can entrust their priceless things or money in the Safe Deposit
Boxes which are available at the Front Office.
B. Organization Structure of the Front Office Department of
Kusuma Sahid Prince Hotel
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(Picture 1, Flow Chart of Front Office Department)
From the organization chart above the writer would like to describe the job
section in Front Office Department as follows:
Front Office Manager
FOM (Front Office Manager)
Reservation
Phone Operator
Receptionist Bell Captain
Bell Boy Driver
Asst. FOM (Assistant Front Office Manager)
GRO
(Guest Relation Officer)
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Front Office Manager is the highest position in Front
Office Department and responsible for controlling the
operation and administration activities at the Front Office
Department, the duties and the responsibilities of Front
Office Manager are:
Maximizing hotel occupancy according to the company
target.
Monitoring the procedure of check-in and check-out at
front office desk.
Checking the accuracy of daily, weekly, monthly
occupancy report, room sales recapitulation, expected
arrival and departure list.
Holding regular meeting with the staff to make sure
that each staff understands about hotel policies and
operating procedures.
Monitoring the competition rate and room occupancy
of the other competitor hotel.
Handling guest‟s problems and complaints wisely.
Maintaining an open communication with the other
departments.
Arranging the operational budget of Front Office
Department.
Receptionist
In general, receptionist has responsibility for serving the
guests professionally, friendly and efficiently. Receptionist
should be able to improve and maintaining hotel standard
service and hospitality. The duties and the responsibilities
of receptionist are:
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Handling guest‟s check-in and check-out based on
the SQS (Standard Quality Service).
Checking the room situation (Expected Arrival, Out
of Order, Vacant Room, and Room Ready for Sale).
Informing to the guests about hotel policies.
Informing to Housekeeping and Room Service
about Guest in House.
Checking reservation for VIP (Very Important
Person) and group arrival.
Making a daily report about room sale data and then
submitted it to Front Office Manager.
Confirming to the housekeeping about all the room
status to anticipate „walk in guest‟.
Making a note about everything related daily
activities in reception desk in log book.
Maintaining the cooperation with the other staff and
good relationship with the guest.
Reservation
Reservation is the important section in Front Office
Department, because all activities in a hotel start from the
reservation section. Reservation has responsibility in
handling any reservation from the guest. The duties and
responsibilities of Reservationist are:
Answering all incoming calls related with room
reservation.
Following up room booking through both television
and fax.
Confirming the incoming reservation to the guest.
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Processing and finishing room cancellation and list
of no show guest.
Giving information to the reception about the
Expected Arrival Guest according to the guest‟s
reservation.
Participating to promote hotel products to the
prospective guests.
Up-dating the change of information about guest
reservation.
Keeping all reservation archives well.
Guest Relations Officer (GRO)
GRO is a Public Relation Officer in Front Office
Department having responsibility of handling the guest
complaint about the hotel products and facilities. The
duties and responsibilities of GRO are:
Welcoming and determining that welcome drink
has already been served.
Participating to promote hotel facilities and services
or hotel‟s special program in certain period.
Preparing welcome letter for Expected Arrival
Group.
Asking for the guest comment about hotel services.
Giving special attention for VIP/VVIP guest.
Having good coordination with the other
departments related with the guest‟s complaint.
Telephone Operator
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Telephone operator has essential responsibility in
coordinating the use of telephone system in a hotel. The
duties and responsibilities are:
Operating the switchboard accurately and
efficiently.
Answering all incoming and out-going telephone
both internal and external calls.
Serving telephone request either from the guest or
other staff.
Serving wake-up call request from the guests.
Making the guest daily telephone and fax bill for
the front desk staff.
Giving a priority of attention to the guest in group
and VIP.
Making telephone monthly report of the other
department or extension.
Participating in giving the information about the
hotel service and products to public by telephone.
Bell Boy
A Bell boy is responsible for handling the guest‟s luggage
when they check in and check out. The duties and
responsibilities of Bellboy are:
Handling the guest‟s luggage.
Delivering letters, newspapers, faxes, messages and
documents to the guest room.
Preparing the work equipment to do the duty.
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Maintaining the cleanliness and tidiness around the
Front Office Desk and the Bellboy counter.
Providing taxi service for the guest if necessary.
Making cooperation with Front Office staff in
serving the guest.
C. The apprentice’s experience
1. Work Time of the Front Office Department
To give the best service to the guest, Kusuma Sahid Prince Hotel
makes a schedule for the Front Office Department; the Front Office
schedule is divided into 3 shifts. They are:
Morning Shift at 7 am – 3 pm
Evening Shift at 3 pm – 11 pm
Night Shift at 11 pm – 7 am
In the Front Office desk, there is one front office cashier from the
Accounting Department and one receptionist in each shift everyday, so
this collaboration makes the activities of handling the guests run
maximally.
2. Handling the guest’s complaint
The receptionists as an intermediary between the guests and the hotel
have responsibility to receive and solve the guest‟s complaint in order to
improve the hotel‟s service. In handling the guest‟s complaint, a
receptionist should follow the following steps:
Listen carefully to the guests complaints.
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Make a note for the complaints.
Apologize for the inconvenience and promise to addres the
guest‟s complaints immediately.
Contact to the relevant departments or sections which are
responsible for the problem.
Besides, the receptionists need to maintain the communication among
the other departments. There were some complaints from the guests in
Kusuma Sahid Prince Hotel during my job training, namely:
a. Complaint about mosquitoes
The natural environment in Kusuma Sahid Prince Hotel area
does not only gives special characteristic to the hotel, but this
condition also gives a negative impact to the hotel, i.e.
mosquitoes. Mosquitoes disturbed the guest‟s comfort when
they stayed in their rooms. In handling the complaint, the
receptionist sent a staff from the Housekeeping Department to
the guest‟s room. Usually, the housekeeper would spray the
guest‟s room with mosquito repellent.
b. Complaint about electronic facilities
As a five star hotel, each room‟s facilities in Kusuma Sahid
Prince Hotel is complete with TV, AC and telephone.
Sometimes, the accommodations had some problem. The
guests just called the receptionist to inform the problem. Then,
the receptionist call someone at the Engineering Department to
repair the facilities.
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c. Complaint about water in bath tub
In handling this complaint, the receptionist called the
Housekeeping Department. Sometimes, this problem cannot be
solved because it needed much time to make the water in bath
tub clean. The receptionist needed to make negotiation with the
guest if the guest wanted to move to another room. In moving
the guest‟s room, the receptionist must determine that the new
room had the same type with the previous room.
3. Handling the Guest’s Request
A request from the guests related with service and facilities is a
command for the hotel. It must be realized by the hotel staff in order to
give the most satisfaction to the guests. There were common requests from
the guests in Kusuma Sahid Prince Hotel, namely:
a. Linen
Most of the guest‟s requests are about linens, such as blanket,
towel and prayer rug. The guests‟ request of linen is the
responsibility of the Housekeeping Department. They can
order it to receptionists by phone. The receptionist called the
housekeeper to announce the room number. Then the
housekeeper sent the linen to the guest‟s room.
b. Extra Bed
Extra Bed is a kind of rollaway bed to add more bed in the
guest‟s room. It is also the responsibility of Housekeeping
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Department. The receptionist charged the guest for the extra
bed request in guest bill.
c. Doctor
As one of the hotel‟s services, Kusuma Sahid Prince Hotel
provides several doctors to handle the guests who get sick
during their stay. If the guests get sick, they can call the
receptionist to request a doctor. The fee of this request will be
charged on the guest‟s bill by the receptionist.
d. Taxi
To make the guest easy in their transportation after check-out,
Kusuma Sahid Prince Hotel provides taxi service. Kusuma
Sahid Prince Hotel makes cooperation with one of the Taxi
armada in Solo. In handling the request from the guest, the
receptionists will call the taxi service by using radio
communication connected to the taxi operator directly.
e. The guest wanted to move to another room
One of the rights of the guests is to move to another room, if
they are not satisfied with the room facilities. In handling the
request, the receptionist must consider some rules, i.e. move
the guest in the room having the same type according to the
room ready for sale. If there was no reserved room having the
same type, the receptionist must make a deal with the guest
about the new room. The receptionist needs to trade on her
ability in pleading the guest, because sometimes there are only
rooms with higher price.
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Basically, all of the departments in the hotel have
responsibility in handling the guest request. However, each
department served the request according to its own
responsibility. In this case, the front office staffs have
important role as an intermediary between the guests and the
hotel‟s staff in informing and confirming the request from the
guest.
4. The Strengths and Weaknesses of Front Office Department:
a. There are some strengths in the Front Office Department at
Kusuma Sahid Prince Hotel, they are:
The Front Office Staff has a good coordination with the
other departments in order to provide the best service to the
guest.
The Front Office Manager always monitors and guides the
work of Front Office staff.
The Front Office Staff has advance knowledge about Solo
City and tourism information which is needed by the guest.
b. There are some weaknesses in the Front Office Department at
Kusuma Sahid Prince Hotel, they are:
The Front Office Department has limited employees.
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The Front Office Staff has lack of spoken English Mastery.
The limited motivation of employees.
The lacks of work supporting equipments.
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CHAPTER IV
CONCLUSION AND SUGGESTION
A. Conclusion
This chapter will describe the conclusion from the whole previous chapters.
The data concluded here are basically taken from the job training in the Front
Office Department at Kusuma Sahid Prince Hotel. In this last chapter, the
writer can make conclusion about the roles of the Front Office Department:
It is the “nerve center” of the hotel.
It is the motivator center of all activities in the hotel operation.
It has main role considered from the hotel revenue.
It acts as the controlling center of all hotel activities.
It is the provider of information needed by the guest.
It is the first and even the last impression or image seen by the guest.
B. Suggestion
After doing the job training for a month in Kusuma Sahid Prince Hotel, the
writer would like to give some suggestion to the Front Office Department at
Kusuma Sahid Prince Hotel:
It is better to recruit new employees.
The Receptionists should improve their ability in English to handle
and serve the guest better.
The receptionists should improve their personal quality and knowledge
to support their services in order to make the guest more comfortable
during their stay.
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It is very important to make a good relation or cooperation between
the manager, employees in the Front Office Department and the other
Departments in supporting the hotel operation.
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