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 ha
ndle 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. perpustakaan.uns.ac.id
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CHAPTER III DISCUSSION
A. Kusuma Sahid Prince Hotel
