ix ABSTRAK
Penelitian ini berjudul “Strategi Komunikasi Guest Relations Officer dalam
Menangani Komplain Tamu di Hotel Garuda Plaza. ”Penelitian ini bertujuan
untuk untuk mengetahui strategi komunikasi Guest Relation Officer dalam
menangani komplain tamu dan mengetahui peran Guest Relation Officer dalam
menangani komplain tamu. Teori dan konsep yang digunakan dalam penelitian ini
adalah Komunikasi, Strategi Komunikasi, Lobi dan Negosiasi. Metode dalam
penelitian ini memfokuskan pada metode penelitian deskriptif kualitatif. Teknik
pengumpulan data dilakukan dengan cara melakukan wawancara mendalam
dengan Guest Relations Officer dan observasi di Hotel Garuda Plaza. Subjek
penelitian dalam penelitian ada empat informan, yaitu Sari Maisyarah Damanik
dan Hanifah Rizky Nasution yang bekerja sebagai Guest Relations Officer serta
dua informan tambahan, yaitu Tuan Haji Ismail Haji Ali dan Syarra Annisa
sebagai tamu di Hotel Garuda Plaza. Teknik analisis data, yakni dengan
melakukan reduksi data, penyajian data dan penarikan kesimpulan. Waktu
penelitian ini dilakukan pada tanggal 17 Mei 2016 sampai akhir September 2016.
Temuan penelitian ini menjukkan bahwa Guest Relations Officer yang bekerja di
Hotel Garuda Plaza telah menangani komplain yang terjadi dengan bijaksana serta
memberikan solusi yang terbaik, serta Guest Relations officer telah mampu
menjalankan peran sebagai Guest Relations Officer walaupun tidak begitu paham
mengenai Guest Relations Officer, tetapi secara langsung di lapangan telah
melaksanakan tugas dari Guest Relations Officer.
Kata kunci :
Guest Relations Officer, Strategi Komunikasi, Lobi dan Negosiasi, Komplain.
x Abstract
The title of this research is “Communication Strategy of Guest Relations Officer about Handle Guest Complaint on Garuda Plaza Hotel”. The purpose of this research is to find Communication Strategy of Guest Relations Officer about Handle Guest Complaint and their role. The theories and concepts are Communication, Communication Strategy, Lobby and Negotiation. The method is focusing on descriptive-qualitative research. Data collected by conducting in-depth interviews with Guest Relation Officers and observation in Garuda Plaza Hotel. The subjects are Sari Maisyarah Damanik, Hanifah Rizky Nasution as Guest Relations Officers and the others are Tuan Haji Ismail Haji Ali, Syarra Annisa as the guests of the hotel. Data analysis technique by data reduction, data presentation, and conclusion. Period of this research in May 17st to the end of September, 2016. The findings are Guest Relations Officers of Garuda Plaza Hotel have handled guest complaint wisely and gave the best solution, they have been able to run the role as the Guest Relations Officer although not so familiar with Guest Relations Officer, but directly has conducted their job well.
Keywords:
Guest Relations Officer, Communication, Lobby dan Negotiations, Complaint.
