vi
DAFTAR ISI
SAMPUL LUAR
SAMPUL DALAM ………i
HALAMAN PERSETUJUAN ...ii
HALAMAN PENGESAHAN ...iii
HALAMAN PERNYATAAN ...iv
KATA PENGANTAR ...v
DAFTAR ISI ...vi
DAFTAR GAMBAR ...viii
ABSTRACT ...x
ABSTRAKSI ...xi
BAB I PENDAHULUAN A. Latar Belakang ...1
B. Rumusan Masalah ...3
C. Tujuan dan Manfaat ...3
BAB II LANDASAN TEORI A. Pengertian Hotel ...5
B. Departemen Yang Ada Di Hotel ...7
C. PengertianFront Office Department...13
D. PengertianGuest Relation Officer...16
E. Hubungan kerjasamaGuest Relation Officerdengan departemen lain...18
F. GroomingseorangGuest Relation Officer...19
vii BAB III PEMBAHASAN
A. Tinjauan Umum Hotel ...20
B. Pembahasan ...37
C. Alur KerjaGuest Relation Officer...43
D. Kendala ...45
E. Solusi ...46
BAB IV PENUTUP A. Kesimpulan ...47
B. Saran ...47
DAFTAR PUSTAKA……… 48 LAMPIRAN - LAMPIRAN
viii
DAFTAR GAMBAR
Halaman
Gambar 3.1 Gedung Hotel ...20
Gambar 3.2LobbyHotel ...20
Gambar 3.3Superior Room...23
Gambar 3.4Deluxe Room...23
Gambar 3.5Executive Room...24
Gambar 3.6Junior Suite Room...25
Gambar 3.7Royal Suite Room...25
Gambar 3.8Grand Royal Suite Room...26
Gambar 3.9Grandin Restaurant...…27
Gambar 3.10Hermier Coffee Inc...28
Gambar 3.11Previere Bar...28
Gambar 3.12Previere Lounge...29
Gambar 3.13Grand Peacock Ballroom...29
Gambar 3.14 PerincianMeeting Room...30
Gambar 3.15Meeting Room...31
Gambar 3.16Swimming Pool...31
Gambar 3.17Fitness Centre...32
Gambar 3.18Jacuzzi...32
Gambar 3.19Sauna Room...32
Gambar 3.20Spa & Massage...33
Gambar 3.21 Struktur Organisasi Hotel Grand Dafam Signture Surabaya ...33
ix
Gambar 3.22 Struktur Organisasi Front Office Department ...34
Gambar 3.23Hair Grooming Guest Relation Officer...38
Gambar 3.25Groomingkaki seorangGuest Relation Officer...39
Gambar 3.26Welcome Drink and Oshibori...40
