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 hote l‟s service. In handling the guest‟s complaint, a
receptionist should follow the following steps: Listen carefully to the guests complaints.
commit to user
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. Mo squitoes 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. perpustakaan.uns.ac.id
commit to user
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
