SALSABILA, RISMA (2021) THE ROLE OF HANDLING COMPLAINT BY FRONT OFFICE DEPARTMENT FOR FOREIGN TOURIST IN GRAND MALIOBORO HOTEL. Diploma thesis, Universitas Diponegoro.

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Abstract

Grand Malioboro Hotel is a 3-star hotel type that located in Yogyakarta with the concept of a business luxury hotel. As an accommodation service in the hospitality sector, it cannot be separated from various problems including complaints delivered by both foreign and domestic tourists to the services and facilities of the Grand Malioboro Hotel. And also there is no maintenance for handling special foreign tourists. This study discusses the analysis of handling complaints for foreign tourists at Front Office Department of Grand Malioboro Hotel with aims to describe the causes of complaint and how to handle it in Grand Malioboro Hotel, handling complaint strategies, and the way to prevent the complaint. The methods of data collection used in this study were observation, interview, and document study. The final result of the report is can provide maximum service to foreign tourist and can restore guest confidence after a problem that makes uncomfortable or less than expected. The advice given to the Grand Malioboro Hotel management is to conduct training on how to handle guest complaints for foreign tourists by the front office with other departments regarding the use of English expressions for hospitality standards in handling complaints. Because providing training can improve the staff's english skills to avoid misunderstandings in the language.

Keywords: Grand Malioboro Hotel, Handling Complaint, Foreign Tourist

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