How The Front Office Staff's Hospitality Influences The Image Of Guci Hotel.

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Maranatha Christian University ABSTRACT

Dalam skripsi ini, penulis membahas tentang pentingnya keramah-tamahan staffront officedi Hotel Guci, yang dapat mempengaruhi citra Hotel Guci itu sendiri. Bagian front officeadalah bagian yang paling penting dalam sebuah hotel karena bagian front officeberperan sebagai kontak utama yang menghubungkan tamu dan hotel secara langsung. Keberhasilan atau kegagalan sebuah hotel dalam melayani para tamu bergantung kepada keramah-tamahan tersebut dapat disampaikan kepada tamu dengan baik. Baik atau buruknya citra hotel bergantung kepada pelayanan keramah-tamahan staf front officekepada tamu.

Ada beberapa penyebab mengapa staffront office tidak bersikap ramah. Salah satunya adalah karena staffront officetidak dapat

mengendalikan emosi mereka. Misalnya, ketika ada tamu yang mengeluh dan marah, kadang-kadang staf front officetidak dapat mengatasinya dengan baik dan terbawa emosi. Hal ini dapat menyebabkan konflik antara tamu dan staf dan membuat tamu yang kecewa tersebut tidak menginap lagi di hotel itu.

▸ Baca selengkapnya: tugas supervisor front office

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Maranatha Christian University TABLE OF CONTENTS

Abstract i

Declaration of Originality ii

Acknowledgement iii

Table of Contents v

Chapter I: INTRODUCTION 1

A. Background of the Study 1

B. Statement of the Problem 2

C. Objectives and Benefits of the Study 2

D. Description of the Institution 3

E. Limitations of the Study 4

F. Organization of the Term Paper 4

Chapter II: THEORETICAL REVIEW 5

Chapter III: CAUSE AND EFFECT 8

Chapter IV: POTENTIAL SOLUTIONS 10

Chapter V: CONCLUSION 13

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Maranatha Christian University ACKNOWLEDGEMENT

This term paper is submitted to the D-three Programme for English at

the Faculty of Letters, Maranatha Christian University, as a partial

requirement assessment of the entire programme. It is also written to put

into practice the knowledge of the importance of hospitality for front office

staff, in a hotel. I propose to analyze How the Front Office Staff’s

Hospitality Influences the Image of Guci Hotelbased on theories and

observation during my apprenticeship in this hotel.

I would like to express my deepest gratitude to:

• The Mighty Lord, Jesus Christ and the Holy Spirit who has given

strength to complete my studies.

• Ms. Henni as the supervisor, for her guidance, support, and great

advice.

• The lecturers and the administrators who have helped me since I was

registered in this programme.

• Guci Hotel management who has given me the opportunity to do my

apprenticeship.

• My family, my Pap, my Mom, my sister, and my brother who have

given valuable assistance and moral support during the completion of

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Maranatha Christian University • Joe who always gives support and encouragement during this term

paper writing.

• All my friends, Lisa, Carlina, Monica, Marta, Juliana, Elita, Lidia, and all

the others in D-Three Programme for English at the Faculty of Letters,

Maranatha Christian University who have given support during the

writing of this term paper.

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CHAPTER I

INTRODUCTION

A. Background of the Study

The topic that will be analyzed in this term paper is “How the Front Office

Staff’s Hospitality Influences the Image of Guci Hotel”. I choose this topic

because having done my apprenticeship at Guci Hotel, I realize that hospitality,

especially for front office staff, is an important factor which can define what

people think about Guci Hotel. During my apprenticeship I have seen several

problems concerning the front office staff that could not offer good hospitality to

the guests. Sometimes the front office staff treat the guests with bad hospitality.

This problem is one of the important factors that determine the image of Guci

Hotel for the customers.

One example of bad hospitality happens when the front office staff talk on the

phone. They sometimes do not talk politely, which results in the guests’ changing

their mind about staying at Guci Hotel. Another problem is when the front office

staff are handling complaints. They could not handle them sincerely and make

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It is said in Wikipedia that hospitality refers to the relationship process

between a guest and a host, and it also refers to the act or practice of being

hospitable, that is, the reception and entertainment of guests, visitors, or

strangers, with liberality and goodwill. Good hospitality should be delivered by the

front office staff to the guests.

The front office staff have a big influence in building the image of Guci Hotel

because they do direct contact with the guests, both local guests and foreign

guests. They must provide the best service for the guests in order to make them

feel happy and comfortable when staying at Guci Hotel. The most important thing

to make that happens is by showing hospitality to the guests.

B. Statement of the Problem

Based on the background that I have explained above, some problems which

will be analyzed are the relationship between the front office staff and the image

of Guci Hotel and also what the Guci Hotel Management should do to increase

the capability of their front office staff on their hospitality.

C. Objectives and Benefits of the Study

By the end of the term-paper writing, I would like to find out the relationship

between the front office staff and the image of Guci Hotel and

the suitable solution to increase the hospitality of the front office staff.

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1. For Guci Hotel, they can increase the quality of their front office staff, and

they can stick the good image of the hotel on people’s mind.

2. For the term-paper readers, this term-paper can help them to know the

importance of hospitality for a hotel, especially at the front office department.

3. For me, as the writer, this term-paper writing can widen the knowledge about

hospitality, also can develop the ability to analyze and find the suitable

solution for the problem.

D. Description of the Institution

Guci Hotel is classified as a thirdmelatihotel which was established on April 1st, 2003. When Guci Hotel was just opened, they did some promotion to attract

people to stay at Guci Hotel. They made banners, fliers, brochures, and also give

souvenirs for those who stayed at Guci Hotel. But now, Guci Hotel has become

one of the popular hotels in Bandung, so that this hotel is always full on

weekends.

Guci Hotel has six managers, two supervisors, and forty-seven staff including

the security guards. The facilities provided at Guci Hotel are swimming pool, air

conditioner, television, hot water, restaurant, safety box, and billiard tables.

The mission of Guci Hotel is to improve the facilities and to increase the

human resource quality. The vision of Guci Hotel is to build up the level from

melatito star classification.

Guci Hotel has the capacity of fifty rooms, with various room types, which are

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Suite, and Family. The target market of Guci Hotel is people from all economic

level, from low until high economic level, because the room rates are affordable.

Guci Hotel also gives a special price for the company that proposed the

corporate rate.

E. Limitations of the Study

The case that I will explain in this term paper is the hospitality problems that

happened in Guci Hotel in the front office department. I will analyse the causes

and effects of the problems and the solutions for Guci Hotel to increase the

hospitality of the front office staff in relation to building the good image of the

hotel by doing observation and library research.

F. Organization of the Term Paper

This term paper consists of five chapters. Chapter One, the Introduction, tells

about the background of the Study, Statements of the Problem, Objectives and

Benefits of the Study, Description of the Institution, Limitation of the Study, and

Organization of the Term Paper. The Theoretical Review is stated in Chapter

Two, which presents the theories that support the analysis of the problems.

Chapter Three, the Cause and Effect, tells the causes and effects of the problem.

Chapter Four, the Potential Solutions, provides the alternative solutions to cope

with the problems. The last chapter is the Conclusion, contains the preferred

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CHAPTER V

CONCLUSION

Hospitality is an important factor in relation with the development of Guci

Hotel. The success or failure in providing hospitality often determines the

success or failure of the hotel. The image of Guci Hotel depends on how the

good hospitality can be delivered by the Guci Hotel’s front office staff because

the front office staff are the first guests’ contacts at the hotel. The members of the

front office staff should provide good service and display hospitality to guests.

After analyzing the three alternative solutions and each of their potential

positive and negative effect on the previous chapter, the solution that I think is

the best to solve the problems in Guci Hotel is solution one, which is to give the

front office staff training about hospitality. In my opinion, this solution is the most

effective. This solution is easier to apply to the front office staff and the

improvement of their hospitality is easier to monitor, also the result can be

observed clearly. By having the trainings, Guci Hotel can increase the hospitality

of their front office staff, so they can do their job well and satisfactorily for the

customers. This will make the image of the Guci Hotel also be good. Besides,

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appreciated. Another thing is the hotel management can manage their hotel

operational system better.

Training does cost a lot; but the cost of not having the training is poor service

and loss of customers. Thus, the lost revenue from poor service far exceeds the

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Maranatha Christian University BIBLIOGRAPHY

Printed Sources

Bagyono. Pariwisata dan Perhotelan. Bandung: Alfabeta, 2007.

Bagyono. Teori dan Praktik Hotel Front Office. Bandung: Alfabeta, 2006.

Bardi, James A. Hotel Front Office Management. New York: Van Nostrand

Reinhold, 1990.

Foster, Dennis L. VIP: An Introduction to Hospitality. Singapore: The

Glencoe Division of Macmillan, 1992.

Hall, Eugene. The Language of Hotels in English. New York: Regents

Publishing Company, Inc., 1976.

Soenarno, Adi. Front Office Management. Yogyakarta: Penerbit ANDI,

2006.

Wantah, Ilie Gabriel. Front Office. Jakarta: PT Gramedia Pustaka Utama,

1998.

Electronic Sources

“Hospitality.” Wikipedia.com. December 1st, 2007. Wikimedia Foundation

Inc. December 10th, 2007 <http://en.wikipedia.org/wiki/Hospitality>.

“How to Answer and Speak on the Phone.” Speakspeak.com. Speakspeak,

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Maranatha Christian University <www.speakspeak.com/html/d2g_english_telephone_language

_library.htm>.

Mannies, Rick. “Live Receptionist.” Frontofficestaff.com. September 19th,

2007. SaveOn Website. LLC. September 22nd, 2007