ABSTRAK
Nabilah Ulfah Nurjannah (51160067), PERANAN FRONT OFFICE DEPARTEMENT DALAM MELAYANI TAMU DI HOTEL SAVOY HOMANN BANDUNG
Peranan front office depatrement dalam melayani tamu sangatlah penting sebab front office merupakan organ terpenting dalam keberlangsungan sebuah hotel, mereka akan berhubungan secara langsung dengan tamu hotel. Melayani dengan baik dalam rangka menjaga kenyamanan tamu adalah kewajiban pihak hotel, yang dapat dilakukan dengan cara apa yang dibutuhkan tamu dapat tersedia.
Tujuan utama dari penelitian ini adalah untuk mengetahui peranan front office dalam melayani tamu, mengetahui permasalahan yang di hadapi front Office dalam melayan tamu, mengetahui solusi terhadap permasalahan yang di hadapi front office dalam melayani tamu di Savoy Homann Bidakara Hotel Bandung.
Metode penelitian yang digunakan yaitu menggunakan metide deskriptif kualitatif yaitu memberikan gambaran dan uraian tentang peranan front office dalam melayani tamu di Savoy Homann Bidakara Hotel Bandung. Dengan teknik pengambilan data menggunakan pengamatan melelui observasi, wawancara dengan narasumber yang bertugas sebagai front office manager, studi pustaka yang di peroleh data dengan mempelajari jurnal dan karya ilmiah.
Hasil penelitian dapat diperoleh bahwa peranan front office dalam melayani tamu di Savoy Homann Bidakara Hotel Bandung, adalah meningkatkan kualitas melayani tamu mulai dari check-in sampai dengan check-out di Hotel Savoy Homann Bandung, peranan front office sebagai: wakil dari menajemen hotel, orang yang mampu menjual, pemberi informasi, sebagi pemberi pelayanan tamu. Penulis mulai meneliti tentang bagaimana peranan front office dalam melayani tamu, bagai mana permasalahan yang di hadapi front office, bagai mana solusi dalam masalah tersebut di Savoy Homann Bidakara Hotel Bandung.
Kata Kunci: Hotel Savoy Homann Bandung, Peranan Front Office Departement, Melayani Tamu
ABSTRACT
Nabilah Ulfah Nurjannah (51160067), THE ROLE OF FRONT OFFICE TO SERVE GUESTS IN BIDAKARA SAVOY HOMANN HOTEL BANDUNG
The role of the front office depatrement in serving important guests because the front office is the most important organ in the sustainability of a hotel, they will deal directly with hotel guests.
Serve well in order to guarantee that guests are hotel guests, which can be done in whatever manner required by guests to be available.
The main purpose of this research is to study the role of the front office in serving guests, knowing the coverage that is facing the front office in serving guests, studying the solutions to the complexities that exist in the front office face in serving guests at Savoy Homann Bidakara Hotel Bandung.
The research method used is using qualitative descriptive method that provides an overview and description of the role of the front office in serving guests at the Savoy Homann Hotel Bidakara Bandung. With data collection techniques using observation through observation, interviews with interviewees who replaced as front office manager, literature study obtained data with journals and scientific works
The results of the study can be obtained regarding the role of the front office in serving guests at the Savoy Homann Hotel Bidakara Bandung, is to improve the quality of guests from check-in to check-out at the Savoy Homann Hotel Bandung, acting as the front office as: representatives of hotel management, people who is able to sell, provide information, as a guest service provider.
The author begins to discuss about how the front office plays a role in serving guests, how is the question in the front office, how is the solution to the problem at Savoy Homann Bidakara Hotel Bandung.
Keywords: Savoy Homann Hotel Bandung, Role Front Office Department, Serving Guests
