Sugiyanto, Mertantio Morry Yamiko (2021) THE TASKS OF FRONT OFFICE DEPARTMENT AT HOTEL GRASIA. Diploma thesis, Universitas Diponegoro.

Text TA_Mertantio Morry Yamiko Sugiyanto.pdf - Submitted Version Download (1MB)

Abstract

The Front Office Department is a department in a hotel which meets a lot of guest, because this
department is situated at the front and in indeed in a place where the guest can find easily. So,
Personnel of the Front Office Department can help the guests to take care of their needs, from
running meetings, doing administrative, and finding information. The Front Office Department at
Hotel Grasia is a department that meets a lot of guest for the first time the guest arrived in a
hotel, and serve the guest with the best service. In carrying out their tasks Front Office
Department followed work procedures, which can help them to reduce an error. There are SOPs
(Standard Operation Procedures) that must be followed by the personnel of the Front Office
Department at Hotel Grasia when performing their duties to serve guests. It is these Work
Procedures and SOPs that help personnel stay on their axis if there are guests who feel they are
not being served well, but the personnel of the Front Office Department has served them by
following existing work procedures but still getting complaints, it is a misunderstanding because
work procedures and SOPs are made to serve guests with good service and reduce fatal errors. In
carrying out its work, the Front Office Department at Hotel Grasia follows the concept brought
by the hotel, namely Sharia. From the way of dressing, greeting guests, and serving guests,
everything is carried out by following sharia principles. So that the services at Hotel Grasia,
especially the services provided by the Front Office, are different from other hotels.
Keywords: Front Office Department, The Front Office Department at Hotel Grasia, The
Tasks of Front Office Department

Actions (login required)

View Item