Femmy Diennarsari Sunarwanto. C9308026

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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

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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

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 31st, 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.

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.

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

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.

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

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

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

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

(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)

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:

 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. commit to user

 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

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. commit to user

 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. 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. 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.

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 commit to user

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.

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.

The Front Office Staff has lack of spoken English Mastery. The limited motivation of employees.

The lacks of work supporting equipments.

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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 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.

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

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.

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.

The Front Office Staff has lack of spoken English Mastery. The limited motivation of employees.

The lacks of work supporting equipments.

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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 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.