Lack of Coordination Among Nine Front Office Staff Members at The Ardjuna Boutique Hotel and Spa Bandung.

ABSTRACT

Selama saya mengikuti program magang di The Ardjuna Boutique Hotel and Spa, saya melihat adanya masalah koordinasi yang terjadi di antara para staf Front Office. Koordinasi di antara staf Front Office hotel sangat penting karena merekalah ujung tombak perusahaan. Masalah ini timbul karena kurangnya komunikasi di antara mereka, sistem

komputerisasi yang kurang lengkap, juga kurangnya supervisi kepada para staf.

Kurangnya koordinasi sesama staf Front Office ini mengakibatkan kebutuhan dan permintaan tamu terbengkalai sehingga akhirnya tidak terpenuhi dan membuat tamu kecewa. Jika hal ini terus dibiarkan terjadi, maka jumlah tamu hotel yang datang menginap di The Ardjuna Boutiqeu Hotel and Spa akan menurun. Saya mempunyai tiga pilihan solusi untuk menyelesaikan permasalahan ini. Solusi pertama adalah supervisor menambahkan material tentang komunikasi di sela-sela pelatihan yang rutin diadakan sebulan sekali. Solusi kedua adalah departemen IT

membuat sistem komputerisasi yang lebih lengkap dengan menambahkan formulir permintaan tamu. Solusi ketiga adalah para staf Front Office memberikan masukan dan komentar kepada supervisor hal-hal yang terjadi di area Front Office.

TABLE OF CONTENT

ABSTRACT ... i

DECLARATION OF ORIGINALITY ... ... ii

ACKNOWLEDGEMENTS ... iii-iv

TABLE OF CONTENTS ... ... v

CHAPTER I. INTRODUCTION ... 1-7 A. Background of the Study

B. Identification of the Problem

C.Objectives 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 ... 8-11

CHAPTER III. POTENTIAL SOLUTIONS... 12-20

CHAPTER IV. CONCLUSION ... 21-23

BIBLIOGRAPHY

APPENDICES: A. FLOWCHART

CHAPTER I

INTRODUCTION

A.

Background of the Study

In the recent years, a lot of people come to Bandung to spend their weekends and holidays. As stated in the article “Search for Cheap Flight to Bandung at Wego Indonesia”, it is because Bandung has become one of the most visited holiday destinations in Indonesia (par. 1). The number of tourists that keeps increasing causes the increase of the numbers of hotels built in Bandung. Every hotel has different services, facilities, and prices. On the other hand, it is obvious that all hotels offer a comfort for the tourists who are tired and want some rest before they continue their trip in Bandung.

this problem. That makes the number of people who are my study’s objects is nine. There are three shifts a day. The first shift is from 8 AM to 4 PM. The staff members who work in the first shift are two receptionists, a concierge, a phone operator, and a reservation staff. The second shift is from 4 PM to 12 AM. The staff members who work in the second shift are two receptionists, a concierge, and a phone operator. The last shift is from 12 AM to 8 AM. The staff members who work in the third shift are only two receptionists. During the internship, as the phone operator, I usually worked in the first shift. While I was working there, I realized that the Front Office department is a vital department in a hotel business. It is a mediator between the hotel and the guests. The receptionist staff has to “ensure guest satisfaction, access all functions of the computer system, and communicate anticipated business demands daily with each employee” (Belt par. 13). Then, based on my

staff members, it is necessary to have a good team work to give the best service to the customers because their responsibilities are related to each other.

For example, when the phone operator receives phone calls from potential guests, she will transfer the phone line to the reservation staff, then after the reservation staff receives requests of reservation from potential guests, she inputs the guests’ reservation data to the computer system to be available for the other staff to access. The phone operator accesses the computer system data of guests’ arrival time and dates to help receptioinist prepare guests’ incoming form. Sometimes, when the phone operator’s line is busy, the receptionist can help the operator in handling outgoing and incoming phone calls.

However, during my internship, I noticed that there was lack of

other phone operator staff. That was the reason that nobody picked up the guest on that day.

Based on my experience above, I choose lack of coordination among nine Front Office staff members in The Ardjuna Boutique Hotel and Spa as my topic. The reason why I choose this topic is because lack of coordination among nine Front Office staff members made the guests receive bad

services, and it affected the Hotel’s image. As Larmore discusses, "First and foremost, bad customer service will automatically give your business a bad

reputation. Unhappy customers will not only recount their unpleasant

experience to everyone they know, but also have access to hundreds of ways

to take their complaint viral" (par. 2). This is the reason why the Front Office

staff, as front liners at the hotel have to give the best service, with a good

coordination among them all.

This problem will be analyzed by looking at the causes and effects. Then, I will try to find the best solution among several potential solutions to solve the problem.

B.

Identification of the Problem

Based on the above description, I would like to identify the problem using the following questions:

2. How did the problem affect the hotel and the guests?

3. What are the solution options for The Ardjuna Boutique Hotel and Spa to solve the problem?

4. What is the best solution that can be possibly applied to solve the problem?

C.

Objectives and Benefits of the Study

There are three objectives of this term paper. The first objective is to find the reasons why lack of coordination among Front Office staff members happens in The Ardjuna Boutique Hotel and Spa. The second objective is to analyze the effects of the problem. The third one is to look for the solution that could be given to solve this problem.

There are some benefits of this research for The Ardjuna Boutique Hotel and Spa, for me as the writer, and also for the readers. The benefit for the staff of The Ardjuna Boutique Hotel and Spa is they will get some solutions they can apply if they have to deal with this problem. The first benefit for me as the writer is the result of the research will be useful for me when I work in a hotel environment after I graduate from DIII English Programme, Maranatha Christian University. By writing this term paper, I have an opportunity to expand my knowledge and understand more about the significance of

will be capable to handle a similar problem when they have to work in an organization or institution which has a problem with staff members’ coordination.

D.

Description of the Institution

As stated in the hotel’s brochure, The Ardjuna Boutique Hotel and Spa, the hotel which is located in North Bandung is a four-star hotel. Its address is on Jalan Ciumbuleuit no. 152, Bandung. As one of the executors in the hotels business, it offers luxury and comfort for the guests who choose to stay there. Although the hotel is located at the north side of Bandung, it is close to the downtown and some entertainment centers such as malls and factory outlets. In the interview with Efa W. Rahayu, one of the Front Office staff members, she says that The Ardjuna Boutique Hotel was founded in 1970. At first, it was named “Ardjuna Plaza”, but in 2002 the name changed to “The Ardjuna

Boutique Hotel and Spa”. It has 71 rooms and 6 royal suites which give the great view of Bandung. The uniqueness of The Ardjuna Boutique Hotel and Spa is that it provides free Wi-fi for all type of rooms in the hotel area.

E. Method of the Study

The last method is finding data and theories in some books and on the Internet to support my analysis.

F. Limitations of the Study

In writing my term paper, I make limitations of the study in order to stay in context of writing. I did some research in the Front Office department where I worked as a phone operator. The observation was done during my internship from June 21st _{2010 to July 21}st _{2010, Monday to Saturday from 8 AM to 15} PM. The focus of my study is nine people who are staff members of the Front Office Department. They are six receptionists, a reservation staff, and two phone operators, including me.

G. Organization of the Term Paper

This term paper consists of five chapters. Chapter one is Introduction, where I provide information about Background of the Study, Identification of the Problem, Objectives and Benefits of the Study, Description of the

CHAPTER IV

CONCLUSION

When I worked as part of the Front Office staff as a phone operator, I

learned that coordination and communication among the staff members is

the key of successful team. However, I experienced lack of coordination

among nine Front Office staff members. The causes are there was lack of

communication among Front Office staff members, the computer system

was not complete, and the supervisor did not give enough supervision to

his Front Office staff members. Then, there are effects of the problem,

which are the guests’ requests could not be fulfilled, the guests got angry,

and it decreased the number of guests. To solve this problem, I suggest

three potential solutions. The first solution is supervisor adds learning

material about communication and team work between staff members in

the hotel’s regular training for the staff. The second one is IT department

makes the hotel’s computer system complete by adding a form for details

of guests’ requests and reminders about the guests’ needs. The last

solution is the staff members give inputs to the Supervisor about the

I think the best solution for the problem is to combine the first and

about communication and team work between staff members in the hotel’s

regular training for the staff, and IT department makes the hotel’s

computer system complete by adding a form for details of guests’ requests

and reminders about the guests’ needs.

There are some reasons why I choose those two potential solutions.

The reasons are by adding a material about communication and team

work in the training, the staff will communicate better with each other and it

will create a better team work. A better team work of Front Office staff

members automatically will make the guests happy because they are

served well. Furthermore, making the hotel’s system complete by adding a

form for details of guests’ requests will help the staff to fulfill the guests’

needs. When the guests’ needs are fulfilled, they will be happy. It is true

that Francis says, “Keeping customers happy, and getting them to tell

others about the great service they received, will propel a business

forward” (par. 1). At the end, it comes to guests’ satisfaction and

consideration to come back to the hotel with the great service, also it is

possible for them to tell their relatives and friends about the hotel. In a

further result, it will increase the number of the hotel’s guests and the

hotel’s profit. The third solution is not as effective as the other ones

because it is difficult to push someone to give a comment about his/her

senior. It can create a lot of prejudice from the supervisor as mentioned in

its negative solution.

To sum up, the combination of these potential solutions hopefully will

Spa to deal with their problem in coordinating the Front Office staff

members. These solution also could be taken by the readers who have the

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