ENGLISH DIPLOMA PROGRAM FACULTY OF LETTERS & FINE …/The... · of the Front Office Department at Kusuma Sahid Prince Hotel”. It was written as a partial requirement in obtaining

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THE IMPORTANT ROLES AND DUTIES OF

THE FRONT OFFICE DEPARTMENT AT

KUSUMA SAHID PRINCE HOTEL

FINAL PROJECT REPORT

Submitted as Partial Requirement in Obtaining Degree in the English Diploma

Program, Faculty of Letter & Fine Arts, Sebelas Maret University

by

Femmy Diennarsari Sunarwanto

C9308026

ENGLISH DIPLOMA PROGRAM

FACULTY OF LETTERS & FINE ARTS

SEBELAS MARET UNIVERSITY

2011

perpustakaan.uns.ac.id digilib.uns.ac.id

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MOTTOES

I will do my best and GOD will do the rest.

It’s never too late to be what you might have been.

Life is 10% what happens to us and 90% what we decide to do about

it.

The men who try to do something and fail are infinitely better than

those who try to do nothing and succeed.

The secret happiness is to count your blessings while others are adding

up their troubles.

Nothing great was ever achieved without enthusiasm.

Life isn’t fair, but we can still expect the best from ourselves.

Cease to content one with another; cease to speak evil one of another.


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DEDICATION

I would like to dedicate this final project report to:

My Parents

and

All people who have supported me


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PREFACE

The writer would like to thank GOD and all parties who have supported the

writer in finishing this final project report entitled “The Important Roles and Duties

of the Front Office Department at Kusuma Sahid Prince Hotel”. It was written as a

partial requirement in obtaining degree in the English Diploma.

This Final Project, offers the apprentice a various concrete forms of the duties

and activities of the Front Office Department employees, at Kusuma Sahid Prince

Hotel. Those roles and duties are equipped with some explanations in order to give

clear information for the reader. Through this Final Project, the readers can also know

about the important roles and duties of Front Office Department.

This report is relatively far from being perfect. Therefore, the writer welcomes

suggestion and advice. Hopefully, this Final Project will be beneficial to the reader.

Surakarta, December 2011

Femmy Diennarsari Sunarwanto


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ACKNOWLEDGEMENT

Praise to the LORD. I would like to express my highest gratitude to HIM for HIS

Mercy and Kindness in every aspect of my life. However, I would not be able to

finish this report without any help and support from others. Therefore, I would like to

express my sincere gratitude to:

1. Drs. Riyadi Santosa, M.Ed, Ph.D, the Dean of Faculty of Letters and fine Arts,

Sebelas Maret University.

2. Yusuf Kurniawan, S.S, M.A. The head of English Dipoma Program, Faculty of

Letters and Fine Arts, Sebelas Maret University.

3. Drs. Hendarto Rahardjo, M.A, my Supervisor. Thank you very much for your

kindness, support, guidance and your patience in giving me suggestions to finish

this final project report.

4. Dr. Sri Marmanto, M.Hum as my Academic Supervisor. Thank you very much

for your guidance, support and advices during my study.

5. All of the lecturers of English Diploma Program, for the guidance and the lecture

during my study.


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6. My beloved parents, Mom and Dad. Thank you for your love, support, patience

and endless prayer for me. You are the best parents in the world and I am very

proud to be your daughter. For my big family, thank you for your support.

7. I am especially thankful for Rudi Banu Kuncoro for assisting me during my study

and finishing my final project report.

8. Mr. Purwanto as the General Manager, Mr. Joko Haryadi as the Front Office

Manager, Mr. Eko Wahyudi as the Human Resource Manager, who have given

me the opportunities to do the job training and trusted me to work there as a front

office staff.

9. All my best friends, Dita, Eny, Riris and Iren.

10. All my friends in English Diploma, Class A, Year 2008. Thank you for your

support to finish this final project report.

11. All people who guide me and whose names I can not mention here, I offer my

thanks.


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ABSTRACT

FEMMY DIENNARSARI SUNARWANTO. 2011. The Important Roles and

Duties of the Front Office Department at Kusuma Sahid Prince Hotel. English

Department Faculty of Letters & Fine Arts, Sebelas Maret University.

Hotel is a part of tourism industry having an important role in satisfying

tourists. The guests’ satisfaction is important to build a good image of hotel.

Therefore, it needs cooperation between the hotel staffs in each department. As one of

the departments in hotel, Front Office Department has a big responsibility in giving

good impression in the first service. Front Office Department has important role in

supporting the hotel operational. In order to perform the Front Office functions, the

Front Office has to work and make a good communication with the other

departments.

The objectives of this final project are to describe the roles of Front Office

Department and to describe the activities of Front Office Department in Kusuma

Sahid Prince Hotel. The services given by the Front Office Staff are the reflection of

the hotel’s image. It means that the Front Office Staff must be able to handle the

guest professionally. The hospitality and good etiquette from the Front Office Staff

are useful to give good impression to the guests. Therefore, the Front Office Staff has

important responsibility to improve the hotel’s image by giving an excellent service

in every service.

In this report, it can be concluded that Front Office Department plays the

important roles in supporting the hotel operation and Front Office Department has the

main activities in the Reception Section. The way they perform their duties and

responsibilities are good enough, but there are some problems faced by them in

performing the roles. Therefore, the writer proposes several solutions to overcome the

problems.


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TABLE OF CONTENTS

TITLE ............................................................................................................................. i

APPROVAL OF CONSULTANT ................................................................................ ii

APPROVAL OF THE BOARD OF EXAMINERS .................................................... iii

MOTTOES ................................................................................................................... iv

DEDICATION .............................................................................................................. v

PREFACE .................................................................................................................... vi

ACKNOWLEDGEMENT .......................................................................................... vii

ABSTRACT ................................................................................................................. ix

TABLE OF CONTENTS .............................................................................................. x

CHAPTER I: INTRODUCTION

A. Background ........................................................................................................... 1

B. Objectives ............................................................................................................. 2

C. Benefits ................................................................................................................. 2

CHAPTER II: REFERENCE REVIEW

A. HOTEL ................................................................................................................. 3

1. Definition of Hotel ............................................................................................ 3

2. Types of Hotel .................................................................................................. 3

B. FRONT OFFICE DEPARTMENT ....................................................................... 4

1. Definition ........................................................................................................... 4


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CHAPTER III: DISCUSSION

A. Kusuma Sahid Prince Hotel ................................................................................. 6

1. Brief History of Kusuma Sahid Prince Hotel .................................................... 6

2. Location of Kusuma Sahid Prince Hotel ........................................................... 7

3. The Facilities of Kusuma Sahid Prince Hotel ................................................... 8

B. Organization Structure of the Front Office Department of Kusuma Sahid Prince

Hotel ........................................................................................................................ 11

C. The Apprentice’s Experience .............................................................................. 16

1. Work Time of the Front Office Department .................................................... 16

2. Handling the Guest Complaint ........................................................................ 17

3. Handling the Guest Request ........................................................................... 18

4. The Strength and weaknesses of Front Office Department ............................. 21

CHAPTER IV: CONCLUSION AND SUGGESTION

A. CONCLUSION .................................................................................................. 22

B. SUGGESTION ................................................................................................... 22

BIBLIOGRAPHY

APPENDICES


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CHAPTER I

INTRODUCTION

A. BACKGROUND

Surakarta known as Solo city, is located in fertile plain along

Bengawan Solo River. Solo is famous as the centre of Javanese culture and

tradition. There are two places in the city: Kasunanan Surakarta and

Mangkunegaran Palace. Solo is also one of Batik centers and other Javanese

souvenirs centers. It is also famous for its Tourism destination, such as Klewer

Market, Radya Pustaka Museum, Grojogan Sewu Waterfall, Sangiran

Archeological site, and some other tourism destinations.

Tourism industry must be supported by many other facilities: Hotel is

one of the most important parts to support the development of tourism

industry, Hotel does not only provide accommodation for travelers and

tourists, but also offers the guest’s sport facilities, entertainment services,

laundry, dry cleaning, food and beverages, etc. There are more than 100 hotels

in Solo, but only some of them are stared hotels.

Kusuma Sahid Prince Hotel is one of five star hotels in Solo. The hotel

has a taste of traditional Javanese building. There are wood carvings along the

lobby and in the rooms. The hotel consists of many departments, such as

Front Office Department, House Keeping Department, Food and Beverages

Department, Marketing Department, etc. To satisfy the guest, the hotel must

give the best services by providing good receptionist, good restaurant, and all

information related to the guest’s needs.

This report written based on the writer’s experience during the job

training in the Front Office Department at Kusuma Sahid Prince Hotel for one

month, started from March 1st to March 31

st, 2011. The job training was done

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to fulfill the requirement in obtaining Diploma Degree in the English Diploma

Degree in the English Diploma Program, at Sebelas Maret University.

B. OBJECTIVES

The objectives of this final project are as follows;

To describe the roles of the Front Office Department of Kusuma Sahid

Prince Hotel

To describe the duties of the Front Office Department of Kusuma

Sahid Prince Hotel

C. BENEFITS

It is hoped that this final project report will be beneficial not only for the

writer and Kusuma Sahid Prince Hotel, but also for the readers. The benefits

of this final project report are:

To the Writer

The writer gets a lot of experience and knowledge about working in

hotel. By this report the writer knows about the duties of the Front

Office Department in Kusuma Sahid Prince Hotel.

To the Hotel

This report can be used by the hotel for the reference to improve their

guest service as well as improving their quality.

To the Reader

This report will be able to give information to the reader about the

duties of the Front Office Department of Kusuma Sahid Prince Hotel.


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CHAPTER II

REFERENCE REVIEW

A. HOTEL

1. Definition of Hotel

According to Yayuk Sri Purwani, the word “hotel” came from the

French word “hostel” which means “lodging for people who make a trip”.

In the course of time, people prefer “hotel” to “hostel”.

According to AHMA (American Hotel Motel Association), the

definition of “hotel” is “…as an establishment whose primary business is

providing lodging facilities for the general public which furnishes one or

more the following services: food & beverages service, room attendant

service, uniformed service and use of furniture and fixture (Sugiarto &

Sulartiningrum, 1999:8).

Based on the definitions, it can be concluded that hotel is commercial

establishment providing room, food and beverages and other supporting

facilities for the guest during their stay in the hotel.

2. Types of Hotel

According to (IHRA) International Hotel and Restaurant, hotel is

classified into 5 types based on their different amenities, range of facilities

and quality of service, as follows:

One star Hotel

One star hotel provides a limited range of amenities and

service, it has high standard of facility, and cleanliness

becomes main attention for the hotel.

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Two star Hotel

Two star hotel provides good accommodation equipped good

bedrooms. Each room has private telephone and private

bathroom.

Three star Hotel.

Three stared hotel has more special rooms with high class

decoration and furnishing and color TV. The hotel has one or

more bars or lounges.

Four star Hotel

Four star hotel is much more comfortable and larger. It

provides table d’hôte and la carte mode of cuisine. The hotel

also provides room service and other amenities.

Five star Hotel

Five star hotel offers the most luxurious services. It provides

many kinds of supporting facilities for the guest, such as,

swimming pool also sports and exercise facilities.

B. Front Office Department

1. Definition

Front Office Department must be able to present the characteristics of

the hotel to the guest in order to attract their attention. Front Office is the

location where the guests get their first and last impression from the hotel.

Front Office Department in a hotel is indeed the heart and the nerve center

of the guest’s activities. Besides, Front Office has important role to get

high income for the hotel by selling rooms.


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According to Damardjati, Front Office is a hotel’s section as

administrative & operational to handle guest’s rooming in hotel

(Damardjati, 1995;4)

As one of the departments in hotel operation, it is directly related to

the guest. Front Office becomes an important division in hotel because of

some reasons:

a) Front Office is the center of Hotel’s activities.

b) Front Office has important role to give hotel’s income by

selling the room.

c) The first and last images from the guest depend on the Front

Office staff services, especially the receptionist.

Another opinion about the role of reception comes from Sulastiyono

(1997: 67) in his book Manajemen Penyelenggaraan Hotel, he states that

Front Office Department has important roles as follows:

1. Sales Person

As sales person, Front officers do not only sell the room, but also

the hotel’s product & facilities. Therefore, Front Office staff must

know about all the things related to the hotel. They must offer the

facilities & hotel products to satisfy the guest needs.

2. Administrator

Front Officer as administrator has essential role to record the room

reservation, register the guest, make room sales report, and also the

guest history.

3. Book Keeper

Front Officer is also called as book keeper because front office

staff has function to receive the guest payment, make room sales

report and arrange most operational budget.

4. Attendant


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Front Office Department has a role as an attendant to give best

service both tangible and intangible products to the guest. For

example, Front Office staff must be able to give clear information,

an accurate registration and a comfortable room.

All the roles of Front Office are important to improve the hotel’s

reputation, because the guest’s opinion about the hotel and its services are

formed largely by their impression of the front office officers. A good

impression from the front office staff will build a good image of the hotel.


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CHAPTER III

DISCUSSION

A. Kusuma Sahid Prince Hotel

1. Brief History of Kusuma Sahid Prince Hotel

Kusuma Sahid Prince Hotel is located at Sugiyopranoto 20, near

Mangkunegaran Palace. It was the legacy of Pakubuwono X. He had a

title as “Kanjeng Gusti Pangeran Haryo Kusumo Yudho”. He gave a title

and a palace in the north of Surakarta Palace (Ndalem Kusumayudan ) to

his son, Pangeran Bei who then became Pakubuwono XI.

Ndalem Kusumoyudan was bought from Mangkunegaran IV and was

built in 1909 by Kanjeng Gusti Pangeran Hadi Wijoyo. The building

architecture of this palace belongs to Javanese and Dutch style. In 1961,

this palace was sold to IFCO, a bicycle assembling company. This palace

was then bought by PT. SAHID & CO in 1970. PT. SAHID & CO

planned to build and renovate Ndalem Kusumoyudan became a big hotel.

It was approved in PATA conference in 174.

On 26 October 1974, the hotel was launched by Gusti Mangkunegoro

VII, continued with making an epigraph taken by the Sukamdani Sahid

Gito Sardjono as the President Director of Sahid Group. The minister of

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Transportation launched it again on 8

October 1974 with the name

“Kusuma Sahid Prince Hotel“. The word SAHID itself has a unique

abbreviation.

Serve the customer with love

Attract the customer with smile

Handle the customer with heart

Impress the customer with friendliness

Delight the customer with Indonesian

hospitality

2. Location of Kusuma Sahid Prince Hotel

Kusuma Sahid Prince Hotel is located on Sugiyopranoto 20, Solo. It

has strategic location in the center of Solo. It has easy access to all

important areas in Solo. It can be reached only 5 minutes from Balapan

Railway station, 20 minutes from Adi Sumarmo Airport, and 8 minutes

from Tirtonardi Bus station. Tourists only need 5 minutes to visit

Mangkunegaran Palace from the hotel. The distance is less than 1 km.

3. The Facilities of Kusuma Sahid Prince Hotel


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Kusuma Sahid Solo Prince Hotel has different characteristic in

traditional Javanese style. Its unique background makes it different from

other hotels which generally have modern background styles.

In order to show the different characteristic, Kusuma Sahid Prince

Hotel Solo has been built with traditional Javanese architecture. In order

to create traditional atmosphere, the hotel provides a set of Gamelan (a set

of traditional Javanese music instruments). It is put in Lobby corner and

usually played in the evening. It is played to entertain the guests who want

to enjoy the views at the lobby.

As a five star hotel, Kusuma Sahid Prince Hotel Solo has various

facilities, such as:

a) Various Types of Room

Kusuma Sahid Prince Hotel consists of two floors with one

hundred and twenty-one rooms. They are one President Suite,

twenty-eight Bungalow Rooms, nineteen Cabanas Rooms, thirty

six Moderate Rooms, eighteen Extension Rooms, and twenty

Griyadi Rooms. Every room is competed with a bed, a night table,

a television, a telephone, luggage rack (baggage stand),

refrigerator, bath tub and quest supplies (stationary, sewing kit,

menu list, memo, ashtray and matches).

b) Convention Hall


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This hall is used for the guest who will hold the event such as,

workshop, wedding party, table manner, etc. They are Pantiardjo

Room, Sriwedari Room, Dewandaru Room, Tirtasari Room,

Wijaya Kusuma Room, Melati Room, Mawar Room, Anggrek

Bulan Lounge and Cempaka Room.

c) 24 Hour Room Service

This facility is provided to serve the guests who order food and

drink to be delivered to the room directly.

d) Gambir Sakethi Restaurant

This restaurant provides the famous Indonesian food and other

countries food. Ion Every Sunday, Gambir Sakethi Restaurant

offers Javanese traditional menu. So the guest will find the

absolute tradition of Java on Sunday.

e) Madugundo Bar Lounge

This bar is opened from 09.00 pm until late 12.00 pm. It is

completed with live music.

f) Laundry and Dry Cleaning

This facility is provided for the guest inside and outside the Hotel.

It is open from 07.00 am to 06.00 pm.

g) Drug Store


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Drug store is provided by the hotel in order to make the guest easy

to have first aid kit, medicine, healthy care, etc.

h) Souvenir Shop

Souvenir shop in Kusuma Sahid Prince Hotel Solo provides much

kind of handicrafts, wood carving, batik etc.

i) Tirtasari Swimming Pool

This swimming pool is not only provided to the guests staying in

the hotel, but also the guests outside the hotel.

j) Fitness Center

This facility is provided for the guests inside the hotel only.

k) Safe Deposit Box

This facility is provided for the guests inside the hotel only. They

can entrust their priceless things or money in the Safe Deposit

Boxes which are available at the Front Office.

B. Organization Structure of the Front Office Department of

Kusuma Sahid Prince Hotel


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(Picture 1, Flow Chart of Front Office Department)

From the organization chart above the writer would like to describe the job

section in Front Office Department as follows:

Front Office Manager

FOM (Front Office Manager)

Reservation

Phone Operator

Receptionist Bell Captain

Bell Boy Driver

Asst. FOM (Assistant Front Office Manager)

GRO

(Guest Relation Officer)


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Front Office Manager is the highest position in Front

Office Department and responsible for controlling the

operation and administration activities at the Front Office

Department, the duties and the responsibilities of Front

Office Manager are:

Maximizing hotel occupancy according to the company

target.

Monitoring the procedure of check-in and check-out at

front office desk.

Checking the accuracy of daily, weekly, monthly

occupancy report, room sales recapitulation, expected

arrival and departure list.

Holding regular meeting with the staff to make sure

that each staff understands about hotel policies and

operating procedures.

Monitoring the competition rate and room occupancy

of the other competitor hotel.

Handling guest‟s problems and complaints wisely.

Maintaining an open communication with the other

departments.

Arranging the operational budget of Front Office

Department.

Receptionist

In general, receptionist has responsibility for serving the

guests professionally, friendly and efficiently. Receptionist

should be able to improve and maintaining hotel standard

service and hospitality. The duties and the responsibilities

of receptionist are:


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Handling guest‟s check-in and check-out based on

the SQS (Standard Quality Service).

Checking the room situation (Expected Arrival, Out

of Order, Vacant Room, and Room Ready for Sale).

Informing to the guests about hotel policies.

Informing to Housekeeping and Room Service

about Guest in House.

Checking reservation for VIP (Very Important

Person) and group arrival.

Making a daily report about room sale data and then

submitted it to Front Office Manager.

Confirming to the housekeeping about all the room

status to anticipate „walk in guest‟.

Making a note about everything related daily

activities in reception desk in log book.

Maintaining the cooperation with the other staff and

good relationship with the guest.

Reservation

Reservation is the important section in Front Office

Department, because all activities in a hotel start from the

reservation section. Reservation has responsibility in

handling any reservation from the guest. The duties and

responsibilities of Reservationist are:

Answering all incoming calls related with room

reservation.

Following up room booking through both television

and fax.

Confirming the incoming reservation to the guest.


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Processing and finishing room cancellation and list

of no show guest.

Giving information to the reception about the

Expected Arrival Guest according to the guest‟s

reservation.

Participating to promote hotel products to the

prospective guests.

Up-dating the change of information about guest

reservation.

Keeping all reservation archives well.

Guest Relations Officer (GRO)

GRO is a Public Relation Officer in Front Office

Department having responsibility of handling the guest

complaint about the hotel products and facilities. The

duties and responsibilities of GRO are:

Welcoming and determining that welcome drink

has already been served.

Participating to promote hotel facilities and services

or hotel‟s special program in certain period.

Preparing welcome letter for Expected Arrival

Group.

Asking for the guest comment about hotel services.

Giving special attention for VIP/VVIP guest.

Having good coordination with the other

departments related with the guest‟s complaint.

Telephone Operator


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Telephone operator has essential responsibility in

coordinating the use of telephone system in a hotel. The

duties and responsibilities are:

Operating the switchboard accurately and

efficiently.

Answering all incoming and out-going telephone

both internal and external calls.

Serving telephone request either from the guest or

other staff.

Serving wake-up call request from the guests.

Making the guest daily telephone and fax bill for

the front desk staff.

Giving a priority of attention to the guest in group

and VIP.

Making telephone monthly report of the other

department or extension.

Participating in giving the information about the

hotel service and products to public by telephone.

Bell Boy

A Bell boy is responsible for handling the guest‟s luggage

when they check in and check out. The duties and

responsibilities of Bellboy are:

Handling the guest‟s luggage.

Delivering letters, newspapers, faxes, messages and

documents to the guest room.

Preparing the work equipment to do the duty.


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Maintaining the cleanliness and tidiness around the

Front Office Desk and the Bellboy counter.

Providing taxi service for the guest if necessary.

Making cooperation with Front Office staff in

serving the guest.

C. The apprentice’s experience

1. Work Time of the Front Office Department

To give the best service to the guest, Kusuma Sahid Prince Hotel

makes a schedule for the Front Office Department; the Front Office

schedule is divided into 3 shifts. They are:

Morning Shift at 7 am – 3 pm

Evening Shift at 3 pm – 11 pm

Night Shift at 11 pm – 7 am

In the Front Office desk, there is one front office cashier from the

Accounting Department and one receptionist in each shift everyday, so

this collaboration makes the activities of handling the guests run

maximally.

2. Handling the guest’s complaint

The receptionists as an intermediary between the guests and the hotel

have responsibility to receive and solve the guest‟s complaint in order to

improve the hotel‟s service. In handling the guest‟s complaint, a

receptionist should follow the following steps:

Listen carefully to the guests complaints.


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Make a note for the complaints.

Apologize for the inconvenience and promise to addres the

guest‟s complaints immediately.

Contact to the relevant departments or sections which are

responsible for the problem.

Besides, the receptionists need to maintain the communication among

the other departments. There were some complaints from the guests in

Kusuma Sahid Prince Hotel during my job training, namely:

a. Complaint about mosquitoes

The natural environment in Kusuma Sahid Prince Hotel area

does not only gives special characteristic to the hotel, but this

condition also gives a negative impact to the hotel, i.e.

mosquitoes. Mosquitoes disturbed the guest‟s comfort when

they stayed in their rooms. In handling the complaint, the

receptionist sent a staff from the Housekeeping Department to

the guest‟s room. Usually, the housekeeper would spray the

guest‟s room with mosquito repellent.

b. Complaint about electronic facilities

As a five star hotel, each room‟s facilities in Kusuma Sahid

Prince Hotel is complete with TV, AC and telephone.

Sometimes, the accommodations had some problem. The

guests just called the receptionist to inform the problem. Then,

the receptionist call someone at the Engineering Department to

repair the facilities.


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c. Complaint about water in bath tub

In handling this complaint, the receptionist called the

Housekeeping Department. Sometimes, this problem cannot be

solved because it needed much time to make the water in bath

tub clean. The receptionist needed to make negotiation with the

guest if the guest wanted to move to another room. In moving

the guest‟s room, the receptionist must determine that the new

room had the same type with the previous room.

3. Handling the Guest’s Request

A request from the guests related with service and facilities is a

command for the hotel. It must be realized by the hotel staff in order to

give the most satisfaction to the guests. There were common requests from

the guests in Kusuma Sahid Prince Hotel, namely:

a. Linen

Most of the guest‟s requests are about linens, such as blanket,

towel and prayer rug. The guests‟ request of linen is the

responsibility of the Housekeeping Department. They can

order it to receptionists by phone. The receptionist called the

housekeeper to announce the room number. Then the

housekeeper sent the linen to the guest‟s room.

b. Extra Bed

Extra Bed is a kind of rollaway bed to add more bed in the

guest‟s room. It is also the responsibility of Housekeeping


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Department. The receptionist charged the guest for the extra

bed request in guest bill.

c. Doctor

As one of the hotel‟s services, Kusuma Sahid Prince Hotel

provides several doctors to handle the guests who get sick

during their stay. If the guests get sick, they can call the

receptionist to request a doctor. The fee of this request will be

charged on the guest‟s bill by the receptionist.

d. Taxi

To make the guest easy in their transportation after check-out,

Kusuma Sahid Prince Hotel provides taxi service. Kusuma

Sahid Prince Hotel makes cooperation with one of the Taxi

armada in Solo. In handling the request from the guest, the

receptionists will call the taxi service by using radio

communication connected to the taxi operator directly.

e. The guest wanted to move to another room

One of the rights of the guests is to move to another room, if

they are not satisfied with the room facilities. In handling the

request, the receptionist must consider some rules, i.e. move

the guest in the room having the same type according to the

room ready for sale. If there was no reserved room having the

same type, the receptionist must make a deal with the guest

about the new room. The receptionist needs to trade on her

ability in pleading the guest, because sometimes there are only

rooms with higher price.


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Basically, all of the departments in the hotel have

responsibility in handling the guest request. However, each

department served the request according to its own

responsibility. In this case, the front office staffs have

important role as an intermediary between the guests and the

hotel‟s staff in informing and confirming the request from the

guest.

4. The Strengths and Weaknesses of Front Office Department:

a. There are some strengths in the Front Office Department at

Kusuma Sahid Prince Hotel, they are:

The Front Office Staff has a good coordination with the

other departments in order to provide the best service to the

guest.

The Front Office Manager always monitors and guides the

work of Front Office staff.

The Front Office Staff has advance knowledge about Solo

City and tourism information which is needed by the guest.

b. There are some weaknesses in the Front Office Department at

Kusuma Sahid Prince Hotel, they are:

The Front Office Department has limited employees.


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The Front Office Staff has lack of spoken English Mastery.

The limited motivation of employees.

The lacks of work supporting equipments.


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CHAPTER IV

CONCLUSION AND SUGGESTION

A. Conclusion

This chapter will describe the conclusion from the whole previous chapters.

The data concluded here are basically taken from the job training in the Front

Office Department at Kusuma Sahid Prince Hotel. In this last chapter, the

writer can make conclusion about the roles of the Front Office Department:

It is the “nerve center” of the hotel.

It is the motivator center of all activities in the hotel operation.

It has main role considered from the hotel revenue.

It acts as the controlling center of all hotel activities.

It is the provider of information needed by the guest.

It is the first and even the last impression or image seen by the guest.

B. Suggestion

After doing the job training for a month in Kusuma Sahid Prince Hotel, the

writer would like to give some suggestion to the Front Office Department at

Kusuma Sahid Prince Hotel:

It is better to recruit new employees.

The Receptionists should improve their ability in English to handle

and serve the guest better.

The receptionists should improve their personal quality and knowledge

to support their services in order to make the guest more comfortable

during their stay.

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commit to user

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It is very important to make a good relation or cooperation between

the manager, employees in the Front Office Department and the other

Departments in supporting the hotel operation.


commit to user

Documents

ENGLISH DIPLOMA PROGRAM FACULTY OF LETTERS & FINE …/The... · of the Front Office Department at Kusuma Sahid Prince Hotel”. It was written as a partial requirement in obtaining