ABSTRACT
Tugas akhir ini berisi analisis dari permasalahan yang saya hadapi ketika magang di Hotel kedaton pada bulan Agustus yang lalu. Hotel Kedaton terletak di Jalan Suniaraja no 14 Bandung. Selama saya magang di Hotel Kedaton, saya menemukan kesulitan yang tidak bisa ditangani. Kesulitannya adalah saya tidak dapat mengatasi keluhan dari tamu hotel.
Ada dua faktor yang menyebabkan saya mendapatkan kesulitan, yang pertama adalah kurangnya pelatihan dalam mengatasi keluhan tamu hotel dan yang kedua adalah saya lemah dalam berkomunikasi dengan tamu hotel. Kedua faktor tersebut menyebabkan saya mengalami kesulitan dan menimbulkan beberapa dampak.
TABLE OF CONTENT
ABSTRACT ... i
DECLARATION OF ORIGINALITY ... ii
ACKNOWLEDGEMENTS ... iii
TABLE OF CONTENTS ... iv
CHAPTER I. INTRODUCTION ... 1
A. Background of the Study B. Identification of the Problem C. Objective and Benefits of the Study D. Description of the Institution E. Method of the Study F. Limitation of the Study G. Organization of the Term Paper CHAPTER II. PROBLEM ANALYSIS ... 6
CHAPTER III. POTENTIAL SOLUTIONS ... 9
CHAPTER IV. CONCLUSION ... 14 BIBLIOGRAPHY
CHAPTER I
INTRODUCTION
A. Background of the Study
The receptionist is the important part of a hotel, because customers will come to the receptionist at beginning of their stay in the hotel. Mellinger states. “The receptionist represents the public face of a business” (par. 1). Becoming the important part of a hotel, receptionist have to know and understand all of the information about the hotel, so when there is a customer who comes to the receptionist, they can handle it. Fredman states, It is very important for the receptionist of a company to have good information (par. 4). Thus, to be a receptionist one must have good information to customers.
When I did my internship, I had a difficulty in handling customers’ complaints. As a receptionist, I should have the skills to handle customers, because the complaints usually come to the receptionist. “How to Handle Guest with Complaints in Hotel” discusses that, “Most of the time, the complaint comes to the hotel receptionist, who should have the skill and knowledge to handle it effectively” (par. 2). Based on my experience when I worked at Hotel Kedaton, I was confused about how to handle customers’ complaints. An example is when there was a foreign customer who came to me angrily, because the Wi-Fi did not work. At that time, I really did not know what I should do. I did not have the skill and knowledge to handle the customers’ complaints. This problem is important to discuss because it influenced my perfomance as a receptionist at Hotel Kedaton.
Based on the above explanation, I would like to discuss my difficulty in handling customers’ complaints when becoming a receptionist at Hotel Kedaton. This term paper contains some potential solutions to solve the problem, and I believe that the solutions can be useful for people who have the same problem as me when working as a receptionist at a hotel.
B. Identification of the Problem
2. How did my problem influence my working performance? 3. How should I handle the problem?
C. Objective and Benefits of the Study
The objectives of the study are to find out the causes and effects of the problem and to present the best solutions to solve the problem. The benefits of the study for me as a writer is I can learn how to handle the customers’ complaints. For the readers, they will learn some information about how to handle the customers’ complaints if they work as a receptionist at a hotel.
D. Description of the Institution
Hotel Kedaton is conveniently located in the heart of Bandung's business district. The location of Hotel Kedaton is very strategic. It is near the train station, and it only takes a few minutes to get to Husein Sastranegara International Airport. “Hotel Kedaton (3***) - Bandung” discusses, “From the hotel it takes 5 minutes to get to the train station and 10 minutes to get to the shopping centre and government offices. Husein Sastranegara International Airport is 15 minutes away” (par. 2).
bathtub and a cable television. There is also small a swimming pool in the hotel, which is clean and set in apretty garden.
Furthermore, Hotel Kedaton has an own pub and karaoke rooms, spa rooms with excellent service by their therapists. The restaurant serves local and western foods.
E. Method of the Study
In order to solve the problem, I collected data to support the analysis. The data were from the library research and field research. Library research was done to find theories from books and the Internet. The field research is based on my internship experience as a receptionist at Hotel Kedaton.
F. Limitation of the Study
The focus of this study is solving the problem in handling customers’ complaints when becoming a receptionist at Hotel Kedaton. The period of my internship is one month, starting from July 14, 2014 to August 13, 2014. The subject of research is me as a receptionist at Hotel Kedaton.
G. Organization of the Term Paper
CHAPTER IV
CONCLUSION
As a receptionist at Hotel Kedaton, I have a difficulty in handling customers’ complaints. The causes of the problem are I lacked of training in handling the customers’ complaints, and I was poor in communicating with customers. In addition, the problem has some effects, namely the customers got angry, and the hotel got bad review from a foreign customer. Therefore, I have to find some potential solutions to solve my problem because the problem influenced my working performance. I found three potential solutions that might solve my problem. First, I have to get training from the company before I start to work. The second solution is I will practice English more to improve my communicating skill. Lastly, I I will listen with empathy.
customers’ complaints. The last solution is I should listen with empathy, to make me perfect in handling customer’s complaints.
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