Handling Temperamental Guest of Green Hill Universal Hotel.
ABSTRACT
Pada bagian pertama dalam Tugas Akhir ini, saya membahas
permasalahan yang saya temukan sewaktu saya magang di Hotel G.H.
Universal. Bekerja di dunia perhotelan merupakan hal yang baru bagi
saya. Saya banyak menemukan masalah, salah satunya dalam
menghadapi tamu yang temperamental.
Dalam menghadapi kesulitan ini saya melakukan analisa terhadap
masalah yang saya hadapi dan ini akan dibahas dalam bagian kedua
dalam Tugas Akhir. Saya menemukan beberapa penyebab dan
pengaruh terhadap masalah yang saya hadapi sewaktu magang di
hotel G.H. Universal. Penyebabnya adalah karena saya tidak
mempunyai pengalaman dalam menghadapi tamu yang
temperamental dan tamu tidak mendapatkan pelayanan yang baik.
Akibatnya tamu terus menerus mengeluh dan saya membutuhkan
waktu untuk menangani tamu yang temperamental. Setelah
menganalisa penyebab permasalahan saya, saya mencari beberapa
solusi yang dapat mengatasi permasalahan saya dalam menghadapi
tamu yang temperamental secara efektif.
Di akhir penulisan Tugas Akhir, saya akan membahas tentang
solusi yang saya pilih dalam menghadapi tamu yang temperamental
secara efektif yaitu gabungan solusi membaca buku tentang
bagaimana menangani tamu temperamental dan mewawancarai salah
satu manager yang memiliki pengalaman yang sama dalam
menghadapi tamu yang temperamental. Pembahasan alasan dalam
memilih solusi juga akan dibahas secara logis.
i
Universitas Kristen Maranatha
TABLE OF CONTENTS
ABSTRACT……………………………………………………………………..i
DECLARATION OF ORIGINALITY………………………………………….ii
ACKNOWLEDGEMENTS ……………………………………………….. iii-iv
TABLE OF CONTENTS ……………………………………………………..v
CHAPTER I. INTRODUCTION……………………………………………1-5
A. Background of the Study
B. Identification of the Problem
C. Objectives and Benefits of the Study
D. Description of the Institution
E. Method of the Study
F. Limitation of the Study
G. Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS …………………………………..6-9
CHAPTER III. POTENTIAL SOLUTIONS ………………………..…..10-15
CHAPTER IV. CONCLUTION …………………………………………16-17
BIBLIOGRAPHY
APPENDIX: FLOWCHART
v
Universitas Kristen Maranatha
FLOWCHART
CAUSE
•
•
I do not have any
experiences in hotel
industries
Temperamental
guests are not well
treated
PROBLEM
Handling Temperamental
Guests of Green Hill
Universal Hotel
POSITIVES
•
•
•
•
•
•
Read book about how to
handle temperamental
guests
SOLUTION 2
Receiving
information
whenever you
want.
There are many
sources about
how to handle
temperamental
guests
Search from Internet about
how to handle
temperamental guests
•
•
•
•
•
SOLUTION 3
Reliable and
practical info can
be gained
Further questions
can be asked
•
The staff look
unprofessional
The guests keep
complaining
NEGATIVES
SOLUTION 1
Increasing my
knowledge on how to
handle
temperamental
guests
Providing better
service for these
particular guests
EFFECT
Interview the manager
who has an experience
about how to handle
temperamental guests
•
•
Time consumption of
reading a book
The theory can be
different with the
practice
The sources
sometimes are not
written by
professionals
The information is not
arranged in a
systematic way like
the book written by a
professional
Doing interview
requires time in order
to get intended
Finding the person to
interview is difficult in
order to get intended
The combination of
potential solution 1 and 3
Universitas Kristen Maranatha
CHAPTER I
INTRODUCTION
A. Background of the Study
Bandung is one of Indonesian most charming, happening cities, and
rich in history and known for its stunning architecture. Regardless of
the reasons of visiting the city, many tourists choose to stay at hotels
especially the unique ones to create memorable stories.
One of the unique hotels in Bandung is Green Hill Universal Hotel
(henceforth, GHUH). GHUH is a new hotel which adopts a
Renaissance model. The source from website Oracle Education
Foundation states that renaissance architecture is the impressiveness
of gothic architecture that began at the end of the 14th century which
interested in idea and culture of ancient Greece and Rome. GHUH has
a magnificent lobby which is decorated with Renaissance pictures,
Renaissance bedding, unique interior, modern amenities, and
signature service style. All of these are done to invite guest to feel the
past and enjoy the exciting present. This is why I choose the
renaissance GHUH as a place to do my internship.
1
Universitas Kristen Maranatha
Another reasons of choosing this hotel is because the occupation
rate of the foreigners in GHUH is high, which means the hotel receives
lot of foreigners. I knew about this when I had my interview. I also
asked the general information about the hotel for my basic knowledge
about hotel, especially about the interesting architecture.
I worked in that hotel for about three months as a Guest Relation
Officer (henceforth, GRO). Basically, a GRO should perform as liaison
officer who has the main function to talk with and give information
about all basic departments of the hotel to the guests. She or he has to
initiatite variety of responsibilities to cover many of the hotel’s facilities
and services. Below are some explanations of my main duties as a
GRO. First, I have to prepare and report to Room Service department
about the coming guests list in that day and arrange the fruit basket for
compliment to the guest. Second, I have to arrange cake orders and
prepare Birthday and Anniversary Cards as applicable to the guests.
Third, I have to greet and escort the guests with priority of VIP’s, to
provide comprehensive guest services including local information, and
to build up a good relationship between the hotel staff and the long
staying guests. Fourth, I have to check and to set up suite room guests
and any other VIP amenities like fruit basket and bar set ups.
As a GRO, I learn a lot of things and one of them is how to deal with
guests. Every guest has a different characteristic and personality.
Some guests can be uncomfortable sometimes, talkative, and
temperamental. In this case, the most challenging guest to handle is
2
Universitas Kristen Maranatha
the temperamental one. It was hard because first of all I did not have
enough experience on how to face this kind of person. Moreover,
GHUH did not give me proper training to handle such guests.
From the above explanation I want to find out more on how to
handle temperamental guests because this is the real situation that I
often face during my apprenticeship there. The topic that I choose for
my term paper is “Handling Temperamental Guests of G.H Universal
Hotel”.
B. Identification of the Problem
The problems that I want to analyze are:
1. What are the effective ways to handle temperamental guests in
GHUH?
2. Why is it important to handle such guests effectively?
C. Objectives and Benefits of the Study
The objective of the study is to solve the problem of handling
temperamental guests by finding the best solution based on my
experiences. The benefits that I get are first, I can handle
temperamental guests in hotel in a better way, and second, share this
to others, especially those who are interested in the hospitality area.
What I meant by hospitality in this paper is a kindness in welcoming
strangers or guests.
Moreover, G.H Universal and readers can get the benefits too. The
3
Universitas Kristen Maranatha
readers can increase their information on handling such guests. As for
the hotel, especially its GRO staff, they will have some information
about handling temperamental guests. By knowing it, they would be
able to handle such guests effectively. On top of that, the staff can give
good services which in turn can make the guests feel satisfied and
have a good vision about the hotel. Having the positive feeling, the
guest is expected to visit or come back to the hotel.
D. Description of the Institution
G. H Universal is one of the 5 stars hotels in Bandung. This hotel is
unique because of its renaissance architecture. GHUH is located at
Jalan Setiabudhi 376, Bandung. This hotel was built in 2008 in a
14.500 m2 area and the building area is about 2.500 m2 per floor. In its
early operation, the hotel only sells the first floor, and will hold the soft
opening by the end of 2009.
G.H Universal Hotel offers customer services of renting rooms,
renting a place like, the Ballroom, the Chapel, the Restaurant, and the
Spa. It accommodates a hundred and four (104) rooms, consisting of
53 standard rooms, 20 deluxe king rooms, 18 deluxe double queen
rooms, one honeymoon suite room, 2 governor suite rooms and one
presidential room.
E. Method of the Study
To write this term paper I did research at GHUH and browsed the
4
Universitas Kristen Maranatha
internet. I did my internship there for about 20 days. I also borrowed
books from NHI University library to complete my data.
Everyday I wrote a journal about things that I had done in the hotel,
my experiences, and knowledge that I got while working. The journal
also accommodated the feedback from my managers and the trouble
that I got with the solution. I also read books that were related to the
front office, hospitality at front office and guest relation officer.
F. Limitation of the Study
I only focus my research in the area of Front Office department
where I worked as a Guest Relation Officer. The specific location is at
hotel’s lobby and sometimes at the guest’s room. I worked 6 days in a
week from 09.00 AM to 05.00 PM.
G. Organization of the Term Paper
I divide my term paper into four chapters. The first chapter is
Introduction. In this part I will explain about the Background of the
Study and the problem. The second chapter is Problem Analysis, and I
will explain about the problem that I have while I work as GRO at G.H
Universal Hotel by presenting the causes and the effects. The third
chapter is Potential Solution. In this chapter, I will explain the potential
solutions that I think are suitable for the problem that I found in hotel.
Then the last chapter is Conclusion. I will choose the best solution and
explain why it is suitable for the problem.
5
Universitas Kristen Maranatha
CHAPTER IV
CONCLUSION
Handling guests in a hotel is not easy for me who has no
experience in hospitality area especially if I have to handle the
temperamental one. Because of this, I could not fulfill the guest’s
expectation and satisfaction, the guests kept complaining, and I look
unprofessional. To solve my problem I find some of solutions during
the internship. First, I have to read a book about how to handle
temperamental guests. By reading a book written by a professional, it
is expected that I can improve my knowledge and will find it easier to
handle the guests. Second, I find the information from the Internet. The
Internet provides a lot of information about handling such guests. Third,
I interview the manager who has many experiences about handling
such guests.
In this chapter I am going to analyze the chosen solution that I think
suitable and effective for my problem. From all the potential solutions
offered, the most suitable solution for my problem is the combination of
potential solution one and three which are reading a book and
16
Universitas Kristen Maranatha
interviewing the manager who has many experiences about handling
such guests.
The reasons why I choose that as the suitable solution for my
problem is because reading a book written by an expert of hospitality
will increase my knowledge about handling such a guest in an
appropriate way. In addition, by interviewing a manager, I can have
reliable and practical information from him about handling such guests.
The manager has many experiences and tips about handling guests.
Even, some of the tips are not even written in the book. For example,
my manager said that the hotel staff can read the guest’s characters
from the guest’s appearance. For example, a perfectionist guest, we
can see it from the way he or she gets dressed. Basically, this guest
wants everything to be in a perfect way. By doing this, the hotel staff
know how to handle the guest.
In order to give good services for the guests, it is very important for
the hotel staff to handle guests effectively, because, it will make the
guests feel like they are really being taken care of. Thus, the guest will
have a good impression to the hotel and later on they will be back
again.
17
Universitas Kristen Maranatha
Pada bagian pertama dalam Tugas Akhir ini, saya membahas
permasalahan yang saya temukan sewaktu saya magang di Hotel G.H.
Universal. Bekerja di dunia perhotelan merupakan hal yang baru bagi
saya. Saya banyak menemukan masalah, salah satunya dalam
menghadapi tamu yang temperamental.
Dalam menghadapi kesulitan ini saya melakukan analisa terhadap
masalah yang saya hadapi dan ini akan dibahas dalam bagian kedua
dalam Tugas Akhir. Saya menemukan beberapa penyebab dan
pengaruh terhadap masalah yang saya hadapi sewaktu magang di
hotel G.H. Universal. Penyebabnya adalah karena saya tidak
mempunyai pengalaman dalam menghadapi tamu yang
temperamental dan tamu tidak mendapatkan pelayanan yang baik.
Akibatnya tamu terus menerus mengeluh dan saya membutuhkan
waktu untuk menangani tamu yang temperamental. Setelah
menganalisa penyebab permasalahan saya, saya mencari beberapa
solusi yang dapat mengatasi permasalahan saya dalam menghadapi
tamu yang temperamental secara efektif.
Di akhir penulisan Tugas Akhir, saya akan membahas tentang
solusi yang saya pilih dalam menghadapi tamu yang temperamental
secara efektif yaitu gabungan solusi membaca buku tentang
bagaimana menangani tamu temperamental dan mewawancarai salah
satu manager yang memiliki pengalaman yang sama dalam
menghadapi tamu yang temperamental. Pembahasan alasan dalam
memilih solusi juga akan dibahas secara logis.
i
Universitas Kristen Maranatha
TABLE OF CONTENTS
ABSTRACT……………………………………………………………………..i
DECLARATION OF ORIGINALITY………………………………………….ii
ACKNOWLEDGEMENTS ……………………………………………….. iii-iv
TABLE OF CONTENTS ……………………………………………………..v
CHAPTER I. INTRODUCTION……………………………………………1-5
A. Background of the Study
B. Identification of the Problem
C. Objectives and Benefits of the Study
D. Description of the Institution
E. Method of the Study
F. Limitation of the Study
G. Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS …………………………………..6-9
CHAPTER III. POTENTIAL SOLUTIONS ………………………..…..10-15
CHAPTER IV. CONCLUTION …………………………………………16-17
BIBLIOGRAPHY
APPENDIX: FLOWCHART
v
Universitas Kristen Maranatha
FLOWCHART
CAUSE
•
•
I do not have any
experiences in hotel
industries
Temperamental
guests are not well
treated
PROBLEM
Handling Temperamental
Guests of Green Hill
Universal Hotel
POSITIVES
•
•
•
•
•
•
Read book about how to
handle temperamental
guests
SOLUTION 2
Receiving
information
whenever you
want.
There are many
sources about
how to handle
temperamental
guests
Search from Internet about
how to handle
temperamental guests
•
•
•
•
•
SOLUTION 3
Reliable and
practical info can
be gained
Further questions
can be asked
•
The staff look
unprofessional
The guests keep
complaining
NEGATIVES
SOLUTION 1
Increasing my
knowledge on how to
handle
temperamental
guests
Providing better
service for these
particular guests
EFFECT
Interview the manager
who has an experience
about how to handle
temperamental guests
•
•
Time consumption of
reading a book
The theory can be
different with the
practice
The sources
sometimes are not
written by
professionals
The information is not
arranged in a
systematic way like
the book written by a
professional
Doing interview
requires time in order
to get intended
Finding the person to
interview is difficult in
order to get intended
The combination of
potential solution 1 and 3
Universitas Kristen Maranatha
CHAPTER I
INTRODUCTION
A. Background of the Study
Bandung is one of Indonesian most charming, happening cities, and
rich in history and known for its stunning architecture. Regardless of
the reasons of visiting the city, many tourists choose to stay at hotels
especially the unique ones to create memorable stories.
One of the unique hotels in Bandung is Green Hill Universal Hotel
(henceforth, GHUH). GHUH is a new hotel which adopts a
Renaissance model. The source from website Oracle Education
Foundation states that renaissance architecture is the impressiveness
of gothic architecture that began at the end of the 14th century which
interested in idea and culture of ancient Greece and Rome. GHUH has
a magnificent lobby which is decorated with Renaissance pictures,
Renaissance bedding, unique interior, modern amenities, and
signature service style. All of these are done to invite guest to feel the
past and enjoy the exciting present. This is why I choose the
renaissance GHUH as a place to do my internship.
1
Universitas Kristen Maranatha
Another reasons of choosing this hotel is because the occupation
rate of the foreigners in GHUH is high, which means the hotel receives
lot of foreigners. I knew about this when I had my interview. I also
asked the general information about the hotel for my basic knowledge
about hotel, especially about the interesting architecture.
I worked in that hotel for about three months as a Guest Relation
Officer (henceforth, GRO). Basically, a GRO should perform as liaison
officer who has the main function to talk with and give information
about all basic departments of the hotel to the guests. She or he has to
initiatite variety of responsibilities to cover many of the hotel’s facilities
and services. Below are some explanations of my main duties as a
GRO. First, I have to prepare and report to Room Service department
about the coming guests list in that day and arrange the fruit basket for
compliment to the guest. Second, I have to arrange cake orders and
prepare Birthday and Anniversary Cards as applicable to the guests.
Third, I have to greet and escort the guests with priority of VIP’s, to
provide comprehensive guest services including local information, and
to build up a good relationship between the hotel staff and the long
staying guests. Fourth, I have to check and to set up suite room guests
and any other VIP amenities like fruit basket and bar set ups.
As a GRO, I learn a lot of things and one of them is how to deal with
guests. Every guest has a different characteristic and personality.
Some guests can be uncomfortable sometimes, talkative, and
temperamental. In this case, the most challenging guest to handle is
2
Universitas Kristen Maranatha
the temperamental one. It was hard because first of all I did not have
enough experience on how to face this kind of person. Moreover,
GHUH did not give me proper training to handle such guests.
From the above explanation I want to find out more on how to
handle temperamental guests because this is the real situation that I
often face during my apprenticeship there. The topic that I choose for
my term paper is “Handling Temperamental Guests of G.H Universal
Hotel”.
B. Identification of the Problem
The problems that I want to analyze are:
1. What are the effective ways to handle temperamental guests in
GHUH?
2. Why is it important to handle such guests effectively?
C. Objectives and Benefits of the Study
The objective of the study is to solve the problem of handling
temperamental guests by finding the best solution based on my
experiences. The benefits that I get are first, I can handle
temperamental guests in hotel in a better way, and second, share this
to others, especially those who are interested in the hospitality area.
What I meant by hospitality in this paper is a kindness in welcoming
strangers or guests.
Moreover, G.H Universal and readers can get the benefits too. The
3
Universitas Kristen Maranatha
readers can increase their information on handling such guests. As for
the hotel, especially its GRO staff, they will have some information
about handling temperamental guests. By knowing it, they would be
able to handle such guests effectively. On top of that, the staff can give
good services which in turn can make the guests feel satisfied and
have a good vision about the hotel. Having the positive feeling, the
guest is expected to visit or come back to the hotel.
D. Description of the Institution
G. H Universal is one of the 5 stars hotels in Bandung. This hotel is
unique because of its renaissance architecture. GHUH is located at
Jalan Setiabudhi 376, Bandung. This hotel was built in 2008 in a
14.500 m2 area and the building area is about 2.500 m2 per floor. In its
early operation, the hotel only sells the first floor, and will hold the soft
opening by the end of 2009.
G.H Universal Hotel offers customer services of renting rooms,
renting a place like, the Ballroom, the Chapel, the Restaurant, and the
Spa. It accommodates a hundred and four (104) rooms, consisting of
53 standard rooms, 20 deluxe king rooms, 18 deluxe double queen
rooms, one honeymoon suite room, 2 governor suite rooms and one
presidential room.
E. Method of the Study
To write this term paper I did research at GHUH and browsed the
4
Universitas Kristen Maranatha
internet. I did my internship there for about 20 days. I also borrowed
books from NHI University library to complete my data.
Everyday I wrote a journal about things that I had done in the hotel,
my experiences, and knowledge that I got while working. The journal
also accommodated the feedback from my managers and the trouble
that I got with the solution. I also read books that were related to the
front office, hospitality at front office and guest relation officer.
F. Limitation of the Study
I only focus my research in the area of Front Office department
where I worked as a Guest Relation Officer. The specific location is at
hotel’s lobby and sometimes at the guest’s room. I worked 6 days in a
week from 09.00 AM to 05.00 PM.
G. Organization of the Term Paper
I divide my term paper into four chapters. The first chapter is
Introduction. In this part I will explain about the Background of the
Study and the problem. The second chapter is Problem Analysis, and I
will explain about the problem that I have while I work as GRO at G.H
Universal Hotel by presenting the causes and the effects. The third
chapter is Potential Solution. In this chapter, I will explain the potential
solutions that I think are suitable for the problem that I found in hotel.
Then the last chapter is Conclusion. I will choose the best solution and
explain why it is suitable for the problem.
5
Universitas Kristen Maranatha
CHAPTER IV
CONCLUSION
Handling guests in a hotel is not easy for me who has no
experience in hospitality area especially if I have to handle the
temperamental one. Because of this, I could not fulfill the guest’s
expectation and satisfaction, the guests kept complaining, and I look
unprofessional. To solve my problem I find some of solutions during
the internship. First, I have to read a book about how to handle
temperamental guests. By reading a book written by a professional, it
is expected that I can improve my knowledge and will find it easier to
handle the guests. Second, I find the information from the Internet. The
Internet provides a lot of information about handling such guests. Third,
I interview the manager who has many experiences about handling
such guests.
In this chapter I am going to analyze the chosen solution that I think
suitable and effective for my problem. From all the potential solutions
offered, the most suitable solution for my problem is the combination of
potential solution one and three which are reading a book and
16
Universitas Kristen Maranatha
interviewing the manager who has many experiences about handling
such guests.
The reasons why I choose that as the suitable solution for my
problem is because reading a book written by an expert of hospitality
will increase my knowledge about handling such a guest in an
appropriate way. In addition, by interviewing a manager, I can have
reliable and practical information from him about handling such guests.
The manager has many experiences and tips about handling guests.
Even, some of the tips are not even written in the book. For example,
my manager said that the hotel staff can read the guest’s characters
from the guest’s appearance. For example, a perfectionist guest, we
can see it from the way he or she gets dressed. Basically, this guest
wants everything to be in a perfect way. By doing this, the hotel staff
know how to handle the guest.
In order to give good services for the guests, it is very important for
the hotel staff to handle guests effectively, because, it will make the
guests feel like they are really being taken care of. Thus, the guest will
have a good impression to the hotel and later on they will be back
again.
17
Universitas Kristen Maranatha