Peranan Operator di Front Office Department dalam Menangani Permintaan Tamu Harris Resort Barelang Batam

Danito, Kezia Hirano (2020) Peranan Operator di Front Office Department dalam Menangani Permintaan Tamu Harris Resort Barelang Batam. Project Report. Universitas Internasional Batam. (Submitted)

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Abstract

Selama empat bulan penulis melakukan Kerja Praktek di Harris Resort Barelang Batam yang berlokasikan di Jalan Trans Barelang, kelurahan Tembesi, Kecamatan Sagulung, Kepulauan Riau 29439. Resort ini termasuk dalam kategori hotel berbintang empat, dan perusahaan Utama berperan sebagai pemilik dari properti ini. Penulis menerima ilmu selama empat bulan untuk mengasah ilmu yang sudah didapati melalui teori perkuliahan dan dapat mengimplementasikan di dunia kerja yang sesungguhnya. Selain itu juga penulis dapat mengerti perbedaan yang ada diantara teori yang diterima dan pada saat mempraktekan langsung di tempat kerja, sehingga tidak terjadinya masalah yang tidak diinginkan antara tamu maupun rekan kerja. Penulis menempatkan dirinya dalam magang selama empat bulan di bagian Front Office Department, departemen ini berada diposisi paling awal ketika tamu sampai di hotel, yang bertanggung jawab di awal dan akhir, juga menerima segala jenis permintaan dari tamu, dan penulis ditugaskan untuk menangani tamu melalui telepon yang disebut dengan Operator ‘Harris Button’, sehingga dapat menyelesaikan permintaan tamu hanya menggunakan media suara, dalam hal ini operator harus cakap dalam menangani setiap permintaan tamu maupun menangani masalah, dan dapat menyelesaikannya dengan waktu yang tepat dan tentunya memuaskan bagi tamu. Operator ‘Harris Button’ dituntut untuk mengerti product knowledge yang ada dalam hotel tersebut, dan dituntut untuk sigap dalam menyelesaikan masalah. Pekerjaan yang diberikan kepada penulis menghasilkan pengalam yang baik dan cukup memuaskan, bukan hanya teori saja yang didapatkan namun pengalaman terjun ke lapanganpun menjadi bekal untuk meningkatkan kualitas diri dari penulis itu sendiri, banyak hal yang dapat diambil, dari menangani complain, permintaan tamu, prosedur check in dan check out, bekerja sama yang baik sesama team, melatih skill berbicara dengan tamu dan lain sebagainya. ********************************************************************** For four months the writer conducted On the Job Training at Harris Resort Barelang Batam, located on Jalan Trans Barelang, Tembesi sub-district, Sagulung sub-district, Riau Islands 29439. The resort is included in the four-star hotel category, and Utama company is the owner of this property. The author receives knowledge for four months to hone the knowledge that has been learned through campus theory and can implement it in the real world of work. In addition, the author can understand the differences that exist between theories that are acknowledged and when practicing directly at work, so there are no unwanted problems between guests and coworkers. The author placed herself in an internship for four months in the Front Office Department, this department is in the earliest position when guests arrive at the hotel, who is responsible at the beginning and end, also accepts all types of requests from guests, and the writer is assigned to handle guests by telephone which is called the 'Harris Button' Operator, so that it can complete guest requests using only by audio service, in this case the operator must be competent in handling each guest request or handle a problem, and can solve it in a timely manner and certainly satisfying for guests. The operator 'Harris Button' is required to understand the product knowledge in the hotel, and is required to be alert in solving problems. The work given to the writer produces a good experience and is quite satisfying, not only theories are obtained but the experience of going into the field becomes a provision to improve the quality of self from the writer herself, many things can be taken, from handling complaints, guest requests, check in and check out procedures, working well with fellow teammates, practicing the skills of communication with guests and so on.

Item Type: Monograph (Project Report)
Additional Information: Similarity: 21
Uncontrolled Keywords: Internship, front office, hotel operator
Subjects: G Geography. Anthropology. Recreation > G Geography (General) > Travel. Voyages and travels (General) > Travel and state. Tourism
Divisions: School of Economic and Business > Tourism
SWORD Depositor: Admin Repository Universitas Internasional Batam
Depositing User: Admin Repository Universitas Internasional Batam
Date Deposited: 30 Apr 2020 08:12
Last Modified: 30 Apr 2020 08:15
URI: http://repository.uib.ac.id/id/eprint/2803

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