Handling Temperamental Guest of Green Hill Universal Hotel.

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i Universitas Kristen Maranatha

ABSTRACT

Pada bagian pertama dalam Tugas Akhir ini, saya membahas permasalahan yang saya temukan sewaktu saya magang di Hotel G.H. Universal. Bekerja di dunia perhotelan merupakan hal yang baru bagi saya. Saya banyak menemukan masalah, salah satunya dalam menghadapi tamu yang temperamental.

Dalam menghadapi kesulitan ini saya melakukan analisa terhadap masalah yang saya hadapi dan ini akan dibahas dalam bagian kedua dalam Tugas Akhir. Saya menemukan beberapa penyebab dan pengaruh terhadap masalah yang saya hadapi sewaktu magang di hotel G.H. Universal. Penyebabnya adalah karena saya tidak mempunyai pengalaman dalam menghadapi tamu yang

temperamental dan tamu tidak mendapatkan pelayanan yang baik. Akibatnya tamu terus menerus mengeluh dan saya membutuhkan waktu untuk menangani tamu yang temperamental. Setelah

menganalisa penyebab permasalahan saya, saya mencari beberapa solusi yang dapat mengatasi permasalahan saya dalam menghadapi tamu yang temperamental secara efektif.

Di akhir penulisan Tugas Akhir, saya akan membahas tentang solusi yang saya pilih dalam menghadapi tamu yang temperamental secara efektif yaitu gabungan solusi membaca buku tentang

bagaimana menangani tamu temperamental dan mewawancarai salah satu manager yang memiliki pengalaman yang sama dalam

menghadapi tamu yang temperamental. Pembahasan alasan dalam memilih solusi juga akan dibahas secara logis.

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v Universitas Kristen Maranatha

CHAPTER I

INTRODUCTION

A. Background of the Study

Bandung is one of Indonesian most charming, happening cities, and

rich in history and known for its stunning architecture. Regardless of

the reasons of visiting the city, many tourists choose to stay at hotels

especially the unique ones to create memorable stories.

One of the unique hotels in Bandung is Green Hill Universal Hotel

(henceforth, GHUH). GHUH is a new hotel which adopts a

Renaissance model. The source from website Oracle Education

Foundation states that renaissance architecture is the impressiveness

of gothic architecture that began at the end of the 14th century which interested in idea and culture of ancient Greece and Rome. GHUH has

a magnificent lobby which is decorated with Renaissance pictures,

Renaissance bedding, unique interior, modern amenities, and

signature service style. All of these are done to invite guest to feel the

past and enjoy the exciting present. This is why I choose the

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Another reasons of choosing this hotel is because the occupation

rate of the foreigners in GHUH is high, which means the hotel receives

lot of foreigners. I knew about this when I had my interview. I also

asked the general information about the hotel for my basic knowledge

about hotel, especially about the interesting architecture.

I worked in that hotel for about three months as a Guest Relation

Officer (henceforth, GRO). Basically, a GRO should perform as liaison

officer who has the main function to talk with and give information

about all basic departments of the hotel to the guests. She or he has to

initiatite variety of responsibilities to cover many of the hotel’s facilities

and services. Below are some explanations of my main duties as a

GRO. First, I have to prepare and report to Room Service department

about the coming guests list in that day and arrange the fruit basket for

compliment to the guest. Second, I have to arrange cake orders and

prepare Birthday and Anniversary Cards as applicable to the guests.

Third, I have to greet and escort the guests with priority of VIP’s, to

provide comprehensive guest services including local information, and

to build up a good relationship between the hotel staff and the long

staying guests. Fourth, I have to check and to set up suite room guests

and any other VIP amenities like fruit basket and bar set ups.

As a GRO, I learn a lot of things and one of them is how to deal with

guests. Every guest has a different characteristic and personality.

Some guests can be uncomfortable sometimes, talkative, and

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the temperamental one. It was hard because first of all I did not have

enough experience on how to face this kind of person. Moreover,

GHUH did not give me proper training to handle such guests.

From the above explanation I want to find out more on how to

handle temperamental guests because this is the real situation that I

often face during my apprenticeship there. The topic that I choose for

my term paper is “Handling Temperamental Guests of G.H Universal

Hotel”.

B. Identification of the Problem

The problems that I want to analyze are:

1. What are the effective ways to handle temperamental guests in

GHUH?

2. Why is it important to handle such guests effectively?

C. Objectives and Benefits of the Study

The objective of the study is to solve the problem of handling

temperamental guests by finding the best solution based on my

experiences. The benefits that I get are first, I can handle

temperamental guests in hotel in a better way, and second, share this

to others, especially those who are interested in the hospitality area.

What I meant by hospitality in this paper is a kindness in welcoming

strangers or guests.

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readers can increase their information on handling such guests. As for

the hotel, especially its GRO staff, they will have some information

about handling temperamental guests. By knowing it, they would be

able to handle such guests effectively. On top of that, the staff can give

good services which in turn can make the guests feel satisfied and

have a good vision about the hotel. Having the positive feeling, the

guest is expectedto visit or come back to the hotel.

D. Description of the Institution

G. H Universal is one of the 5 stars hotels in Bandung. This hotel is

unique because of its renaissance architecture. GHUH is located at

Jalan Setiabudhi 376, Bandung. This hotel was built in 2008 in a

14.500 m2 area and the building area is about 2.500 m2 per floor. In its

early operation, the hotel only sells the first floor, and will hold the soft

opening by the end of 2009.

G.H Universal Hotel offers customer services of renting rooms,

renting a place like, the Ballroom, the Chapel, the Restaurant, and the

Spa. It accommodates a hundred and four (104) rooms, consisting of

53 standard rooms, 20 deluxe king rooms, 18 deluxe double queen

rooms, one honeymoon suite room, 2 governor suite rooms and one

presidential room.

E. Method of the Study

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internet. I did my internship there for about 20 days. I also borrowed

books from NHI University library to complete my data.

Everyday I wrote a journal about things that I had done in the hotel,

my experiences, and knowledge that I got while working. The journal

also accommodated the feedback from my managers and the trouble

that I got with the solution. I also read books that were related to the

front office, hospitality at front office and guest relation officer.

F. Limitation of the Study

I only focus my research in the area of Front Office department

where I worked as a Guest Relation Officer. The specific location is at

hotel’s lobby and sometimes at the guest’s room. I worked 6 days in a

week from 09.00 AM to 05.00 PM.

G. Organization of the Term Paper

I divide my term paper into four chapters. The first chapter is

Introduction. In this part I will explain about the Background of the

Study and the problem. The second chapter is Problem Analysis, and I

will explain about the problem that I have while I work as GRO at G.H

Universal Hotel by presenting the causes and the effects. The third

chapter is Potential Solution. In this chapter, I will explain the potential

solutions that I think are suitable for the problem that I found in hotel.

Then the last chapter is Conclusion. I will choose the best solution and

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CHAPTER IV

CONCLUSION

Handling guests in a hotel is not easy for me who has no

experience in hospitality area especially if I have to handle the

temperamental one. Because of this, I could not fulfill the guest’s

expectation and satisfaction, the guests kept complaining, and I look

unprofessional. To solve my problem I find some of solutions during

the internship. First, I have to read a book about how to handle

temperamental guests. By reading a book written by a professional, it

is expected that I can improve my knowledge and will find it easier to

handle the guests. Second, I find the information from the Internet. The

Internet provides a lot of information about handling such guests. Third,

I interview the manager who has many experiences about handling

such guests.

In this chapter I am going to analyze the chosen solution that I think

suitable and effective for my problem. From all the potential solutions

offered, the most suitable solution for my problem is the combination of

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interviewing the manager who has many experiences about handling

such guests.

The reasons why I choose that as the suitable solution for my

problem is because reading a book written by an expert of hospitality

will increase my knowledge about handling such a guest in an

appropriate way. In addition, by interviewing a manager, I can have

reliable and practical information from him about handling such guests.

The manager has many experiences and tips about handling guests.

Even, some of the tips are not even written in the book. For example,

my manager said that the hotel staff can read the guest’s characters

from the guest’s appearance. For example, a perfectionist guest, we

can see it from the way he or she gets dressed. Basically, this guest

wants everything to be in a perfect way. By doing this, the hotel staff

know how to handle the guest.

In order to give good services for the guests, it is very important for

the hotel staff to handle guests effectively, because, it will make the

guests feel like they are really being taken care of. Thus, the guest will

have a good impression to the hotel and later on they will be back

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