PERAN RECEPTIONIST DALAM MEMBERIKAN PELAYANAN PRIMA KEPADA PELANGGAN DI HOTEL FONTANA JAKARTA SELATAN

Abstract

ABSTRAK

Penulisan ini tentang peran receptionist dalam memberikan pelayanan prima kepada pelanggan di Hotel Fontana Jakarta Selatan. Tujuan dari laporan akhir ini adalah untuk mengetahui cara menyelesaikan keluhan pelanggan terhadap pelayanan receptionist serta kendala yang dihadapi receptionist dalam memberikan pelayanan prima di Hotel Fontana Jakarta Selatan. Wawancara, observasi dan riset keputusan digunakan dalam laporan ini sebagai metode penulisan Tugas Akhir. Berdasarkan data, ada beberapa kendala yang dihadapi receptionist, yaitu masih minimnya pengetahuan karyawan receptionist terhadap cara memberikan pelayanan kepada pelanggan , dan adanya komunikasi yang kurang baik antar divisi yang berhubungan langsung dengan bagian receptionist dalam hal memberikan pelayanan kepada pelanggan. Penulis menyarankan bahwa receptionist sebaiknya diberikan pelatihan secara berkala, manajemen menambahkan perlengkapan kerja yang dibutuhkan oleh receptionist dan diadakan team building untuk memperkuat kerja sama antar divisi agar tidak terjadi miss communication dalam penyampaian informasi.

Kata-kata Kunci: Peran, Receptionist, pelayanan Prima, dan Pelanggan.

THE ROLE OF THE RECECEPTIONIST IN PROVIDING EXCELLENT SERVICE TO CUSTOMER AT FONTANA HOTEL JAKARTA SELATAN

ABSTRACT

This writing is about the role of the Receptionist in providing excellent service to customer at the Fontana Hotel, South Jakarta. The purpose of this final report is to find out how to resolve customer complaints against receptionist services and the obstacles faced by receptionists in providing excellent service at Fontana Hotel, South Jakarta. Interviews, observationand literature research are used in this report as a method for writing the final project. Based on the data, there are several obstacles faced by receptionists, namely the lack of knowledge of receptionist employees on how to provide excellent service to customers, lack of receptionist employees on how to provide excellent service to customer, lack of adequate and more modern supporting facilities to assist receptionists in providing service to customers, and poor communication between divisions that are directly related to the receptionist in terms of providing service to customers. The author suggests that receptionists should be given regular training , management add work equipment needed by receptionists and hold a team building to strengthen cooperation between divisions so that there is on miss communication in delivering information.

Keywords: Role, Receptionist, Service Excellence, and Costumers