Strategi Guest Relation Officer Dalam Penanganan Tamu Yang Menunggu Pelayanan Di Hotel Santika Premiere Yogyakarta

Khasanah Ilmu : Jurnal Pariwisata dan Budaya

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Field Value
 
Title Strategi Guest Relation Officer Dalam Penanganan Tamu Yang Menunggu Pelayanan Di Hotel Santika Premiere Yogyakarta
 
Creator Yulanda, Gayuh
Putri - AKPAR BSI Yogyakarta, Emmita Devi Hari
 
Description Abstract - The development of the tourism industry increasingly spread its wings in the world to make the investors and entrepreneurs establish their business travel in the field of tourism accommodation, one of which was the construction of the hotel. Hotel is a premier accommodation needed actors, especially tourists travel as a temporary shelter during travel. Facing fierce competition, the various efforts made by each hotel, such as adding the facility to make it more complete, repairing the building, add a food menu and improve the quality of service of each employee to hotel guests at the start of the department front office, department housekeeping and food and beverage department. Guest Relation Officer (GRO) is one part that is in the front office department in charge and responsible for providing comfort, hospitality, and information to guests, therefore the guest reletion an officer is required to always provide the best service and comfort to guests. This research method using descriptive method qualitative research that aims to understand about what is experienced by the subject of the study such behavior, perception, motivation, action and more holistically in a descriptive way in the form of words and language, in a context that is naturally and by using various scientific methods. Data collection techniques in this study using interview techniques, observation and documentation. Research conducted at the premier hotel santika Yogyakarta for approximately six months. The results of this analysis, a guest relation officer has an important role at a hotel to provide comfort, hospitality, and the best service to guests. Guest relations officer is also expected to cooperate with travel agencies so that when a guest relation officer invited guests conversed can offer these travel packages and to make guests feel cared for.Keyword: guest relation officer, Hotel, service strategy. Abstrak - Berkembangnya industri pariwisata yang semakin menggepakkan sayapnya di dunia membuat para investor dan para pelaku usaha memantapkan usahanya di bidang akomodasi pariwisata, di mulai dari usara restoran, travel agent, hingga pembangunan hotel. Hotel adalah salah satu akomodasi yang dibutuhkan wisatawan sebagai tempat tinggal sementara selama melakukan perjalanan wisata. Menghadapi persaingan yang semakin ketat, maka berbagai upaya yang dilakukan oleh masing-masing hotel, seperti menambah fasilitas agar lebih lengkap, memperbaiki gedungnya, menambah daftar menu makanan dan meningkatkan kualitas pelayanan setiap karyawan kepada tamu hotel di mulai dari departemen front office, departemen housekeeping dan departemen food and beverage. Guest Relation officer adalah salah satu bagian yang ada di departemen front office yang memiliki tugas dan tanggung jawab memberikan kenyamanan kepada tamu, selain itu guest relation officer juga memiliki kewajiban memberikan segala informasi yang diinginkan tamu, Guest relation officer dituntut untuk selalu melakukan yang terbaik dan memberikan kenyamanan pada tamu hotel. Metode yang digunakan adalah menggunakan metode deskriptif kualitatif. Metode penelitian deskriptif kualitatif adalah penelitian yang bermaksud untuk memahami tentang apa yang dialami oleh subjek penelitian misalnya perilaku, persepsi, motivasi, tindakan dan lain-lain secara holistik dengancara deskriptif dalam bentuk kata-kata dan bahasa, pada suatu konteks yang alamiah dan dengan memanfaatkan berbagai metode ilmiah. Teknik pengumpulan data dalam penelitian ini menggunakan teknik wawancara, observasi dan dokumentasi. Penelitian dilakuakan di Hotel Santika Premier Yogyakarta selama enam bulan. Hasil analisa dari penelitian ini adalah guest relation officer memiliki peran penting di sebuah hotel untuk memberikan kenyamana, keamanan dan pelayanan yang baik untuk tamu. Guest relation officer juga harus mempunyai kerjasama dengan biro perjalanan wisata, agar ketika guest relation officer mengajak tamu berbincang dapat menawarkan paket wisata tersebut dan agar membuat tamu meras diperhatikan.Kata kunci : guest relation officer, Hotel, strategi pelayanan.
 
Publisher Universitas Bina Sarana Informatika
 
Contributor
 
Date 2017-03-05
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Artikel yang dipeer-review
 
Format application/pdf
 
Identifier https://ejournal.bsi.ac.id/ejurnal/index.php/khasanah/article/view/1413
10.31294/khi.v8i1.1413
 
Source Khasanah Ilmu; Vol 8, No 1 (2017): Jurnal Khasanah Ilmu - Maret 2017
Khasanah Ilmu - Jurnal Pariwisata Dan Budaya; Vol 8, No 1 (2017): Jurnal Khasanah Ilmu - Maret 2017
2655-5433
2087-0086
10.31294/khi.v8i1
 
Language eng
 
Relation https://ejournal.bsi.ac.id/ejurnal/index.php/khasanah/article/view/1413/1267
 
Rights ##submission.copyrightStatement##
 

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