vii
DAFTAR ISI
LEMBAR PERSETUJUAN... I LEMBAR PENGESAHAN...II KATA PENGANTAR... III DAFTAR ISI...VI DAFTAR TABEL... XII ABSTRAK... XIII ABSTRACT...XIV
BAB I–PENDAHULUAN...1
A. Latar Belakang...1
B. Rumusan Masalah...3
C. Tujuan dan Manfaat...3
BAB II–LANDASAN TEORI... 5
A. Pengertian Hotel... 5
B. Front Office Department... 6
C. Supervisor...30
BAB III–PEMBAHASAN...34
A. Tinjauan Umum...34
B. Pembahasan... 52
C. Kendala...52
BAB IV–KESIMPULAN DAN SARAN... 77
A. Kesimpulan...77
B. Saran... 77
DAFTAR PUSTAKA... 78
KARTU BIMBINGAN TUGAS AKHIRKESALAHAN! BOOKMARK TIDAK
DIDEFINISIKAN.
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DAFTAR GAMBAR
Gambar 3.1 Gedung Great Diponegoro Hotel by Azana Surabaya... 34
Gambar 3.2 Lobby Great Diponegoro Hotel by Azana Surabaya... 35
Gambar 3.3 Logo Great Diponegoro Hotel by Azana Surabaya... 35
Gambar 3.4Superior Queen Size...37
Gambar 3.5Superior Twin size...37
Gambar 3.6Deluxe Queen size... 38
Gambar 3.7Deluxe Twin size... 39
Gambar 3.8Suite Room... 39
Gambar 3.9 Ruang tamuSuite Room... 40
Gambar 3.10Zhang Restaurant(indoor)...41
Gambar 3.11Zhang Restaurant Balcony(outdoor)...41
Gambar 3.12Zhang Restaurant Kitchen...42
Gambar 3.13Level Up Sky Lounge(indoor)... 43
Gambar 3.14Level Up Sky Lounge Roof Top(outdoor)...43
Gambar 3.15Level Up Sky Lounge Bar...44
Gambar 3.16 Antawirya...45
Gambar 3.17 Mangkunegara...46
Gambar 3.18 Prayogo... 47
Gambar 3.19Hall...47
Gambar 3. 20 Struktur Organisasi Great Diponegoro Hotel by Azana Surabaya..49
Gambar 3.21 Struktur Organisasi Front Office Department Great Diponegoro
Hotel by Azana Surabaya...50
Gambar 3.22 Form pengajuan Day Payment(DP), Annual Leave (AL), Extra Off (EO)...55
Gambar 3.23 Format jadwal kerjaFront Office Department...55
Gambar 3.24 Format rekapitulasi Day Payment (DP), Annual Leave (AL), Extra Off(EO) setiap karyawanFront Office Department...56
Gambar 3.25 Pengisian room allotment pada Extranet Online Travel Agent Traveloka... 57
Gambar 3.26 Pengisian room allotment pada Extranet Online Travel Agent Pegipegi...57
Gambar 3.27 Pengisian room allotment pada Extranet Online Travel Agent Expedia...58
Gambar 3.28 Pengisian room allotment pada Extranet Online Travel Agent Booking.com... 58
Gambar 3.29 Pengisianroom allotmentpadaExtranet Online Travel AgentAgoda ...59
Gambar 3. 30 Pengisian room allotment pada Extranet Online Travel Agent Tiket.com... 59
Gambar 3.31Booking listdariExtranetTraveloka... 60
Gambar 3.32Booking listdariExtranetPegipegi...60
Gambar 3.33Booking listdariExtranetExpedia... 61
Gambar 3.34Booking listdariExtranetBooking.com...61
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Gambar 3.35Booking listdariExtranetAgoda...62
Gambar 3.36Booking listdariExtranetTiket.com... 62
Gambar 3.37 Guest profile yang memuat informasi tanggal inap, nomor kamar beserta tipe kamar, data diri tamu, guest segmentation, comment system yang memuat semua informasi tentang tamu... 63
Gambar 3.38Rate managementuntuk mengatur harga kamar...63
Gambar 3.39Daily Sales Report...65
Gambar 3.40Hotel Competitor Report...66
Gambar 3.41Night Audit Report... 67
Gambar 3.42Room Reconcile Report...68
Gambar 3.43Guest Folioyang berisikan seluruh transaksi tamu selama menginap di hotel...69
Gambar 3.44Format House Bank Cash Float book...70
Gambar 3.45Format Compliment Room Report... 71
Gambar 3.46FormpengajuanCompliment Room...72
DAFTAR TABEL
Tabel 3.1Meeting Package...45
Tabel 3.2 SpesifikasiMeeting RoomAntarwirya... 46
Tabel 3.3 SpesifikasiMeeting RoomMangkunegara...46
Tabel 3.4 SpesifikasiMeeting RoomPrayogo... 47
Tabel 3.5 SpesifikasiHall...48