Pelayanan Guest Relations Officer dalam Meningkatkan Customer Care untuk Membina Customer Relations di Grand Hotel Preanger.
ABSTRAK
Debby Permatasari 210203100016. Pelayanan Guest Relations Officer
(GRO) dalam Meningkatkan Customer Care untuk Membina Customer Relations
di Grand Hotel Preanger. Dibawah bimbingan Trie Damayanti, S.Sos., M. Si.
Program Diploma III Sub Program Studi Kehumasan. Fakultas Ilmu Komunikasi
Universitas Padjadjaran.
Tujuan dari penulisan ini adalah untuk mengetahui kegiatan pelayanan
prima berdasarkan pada konsep A6, dalam kegiatan pelayanan Guest Relations
Officer yaitu Ability (Kemampuan), Attitude (Sikap), Appearance (Penampilan),
Attention (Perhatian), Action (Tindakan) dan Accountability (Tanggung jawab)
dalam meningkatkan customer care untuk membina customer relations di Grand
Hotel Preanger.
Metode pendekatan yang digunakan adalah deskriptif, yaitu untuk
memperoleh gambaran mengenai kegiatan pelayanan tersebut dengan
menggunakan teknik pengumpulan data berupa observasi, wawancara, dan studi
kepustakaan.
Hasil penulisan menunjukkan bahwa pelayanan Guest Relations Officer
dalam meningkatkan customer care untuk membina customer relations di Grand
Hotel Preanger pada dasarnya sudah sesuai dengan kegiatan pelayanan prima.
Berdasarkan penulisan ini dapat disimpulkan bahwa pelayanan Guest
Relations Officer dalam meningkatkan customer care untuk membina customer
relations di Grand Hotel Preanger dengan memperhatikan konsep A6 pada
pelayanan prima maka dapat dikatakan sudah baik, tetapi tetap harus ditingkatkan
Saran untuk GRO Grand Hotel Preanger adalah meningkatkan pelayanan
agar lebih baik yaitu dengan meningkatkan pengetahuannya di luar hotel, tingkat
kesabaran GRO dalam menghadapi berbagai tamu, tetap mempertahankan
penampilan, perhatian terhadap tamu komplain, ketika bertindak hendaknya
melihat situasi dan kondisi dan mengkonfirmasi ulang setiap yang berhubungan
dengan tamu.
i
ABSTRACT
Debby Permatasari 210203100016. Guest Relations Officer (GRO)
Service in Improving Customer Care to Develop Customer Relations at Grand
Hotel Preanger. Mentoring by Trie Damayanti, S.Sos., M.Si. Diploma Program
Sub Program Public Relations. Faculty of Communication Sciences in
Padjadjaran University.
The goal of this paper is to know the best activities based on the A6
concept in service Guest Relations Officer. The concepts consists of Ability,
Attitude, Appearance,Attention, Action and Accountability from Guest Relations
Officer services in improving customer care to develop customer relations in
Grand Hotel Preanger.
The used method is descriptive approach ,to get description about service
activities by using data collection technics such as observation, interviews, and
library research.
The results showed that Guest Relations Officer services in improving
customer care to develop customer relations at Grand Hotel Preanger was
appropriate with the best service activities.
Based on this paper, the conclusion is Guest Relations Officer services in
improving customer care to develop customer relations at Grand Hotel Preanger
with used the concept of the A6 on best service, it can be said that the services
have been good, but still must be improved.
The suggestions to GRO Grand Hotel Preanger is to increasing their
services for the better by increasing their knowledge not only about the hotel but
out of that, the patience level of GRO to serve the guests, concern to maintain the
guest complaints, when they are maintain, they must care about the situation and
re-confirm the condition that related to the guest.
ii
Debby Permatasari 210203100016. Pelayanan Guest Relations Officer
(GRO) dalam Meningkatkan Customer Care untuk Membina Customer Relations
di Grand Hotel Preanger. Dibawah bimbingan Trie Damayanti, S.Sos., M. Si.
Program Diploma III Sub Program Studi Kehumasan. Fakultas Ilmu Komunikasi
Universitas Padjadjaran.
Tujuan dari penulisan ini adalah untuk mengetahui kegiatan pelayanan
prima berdasarkan pada konsep A6, dalam kegiatan pelayanan Guest Relations
Officer yaitu Ability (Kemampuan), Attitude (Sikap), Appearance (Penampilan),
Attention (Perhatian), Action (Tindakan) dan Accountability (Tanggung jawab)
dalam meningkatkan customer care untuk membina customer relations di Grand
Hotel Preanger.
Metode pendekatan yang digunakan adalah deskriptif, yaitu untuk
memperoleh gambaran mengenai kegiatan pelayanan tersebut dengan
menggunakan teknik pengumpulan data berupa observasi, wawancara, dan studi
kepustakaan.
Hasil penulisan menunjukkan bahwa pelayanan Guest Relations Officer
dalam meningkatkan customer care untuk membina customer relations di Grand
Hotel Preanger pada dasarnya sudah sesuai dengan kegiatan pelayanan prima.
Berdasarkan penulisan ini dapat disimpulkan bahwa pelayanan Guest
Relations Officer dalam meningkatkan customer care untuk membina customer
relations di Grand Hotel Preanger dengan memperhatikan konsep A6 pada
pelayanan prima maka dapat dikatakan sudah baik, tetapi tetap harus ditingkatkan
Saran untuk GRO Grand Hotel Preanger adalah meningkatkan pelayanan
agar lebih baik yaitu dengan meningkatkan pengetahuannya di luar hotel, tingkat
kesabaran GRO dalam menghadapi berbagai tamu, tetap mempertahankan
penampilan, perhatian terhadap tamu komplain, ketika bertindak hendaknya
melihat situasi dan kondisi dan mengkonfirmasi ulang setiap yang berhubungan
dengan tamu.
i
ABSTRACT
Debby Permatasari 210203100016. Guest Relations Officer (GRO)
Service in Improving Customer Care to Develop Customer Relations at Grand
Hotel Preanger. Mentoring by Trie Damayanti, S.Sos., M.Si. Diploma Program
Sub Program Public Relations. Faculty of Communication Sciences in
Padjadjaran University.
The goal of this paper is to know the best activities based on the A6
concept in service Guest Relations Officer. The concepts consists of Ability,
Attitude, Appearance,Attention, Action and Accountability from Guest Relations
Officer services in improving customer care to develop customer relations in
Grand Hotel Preanger.
The used method is descriptive approach ,to get description about service
activities by using data collection technics such as observation, interviews, and
library research.
The results showed that Guest Relations Officer services in improving
customer care to develop customer relations at Grand Hotel Preanger was
appropriate with the best service activities.
Based on this paper, the conclusion is Guest Relations Officer services in
improving customer care to develop customer relations at Grand Hotel Preanger
with used the concept of the A6 on best service, it can be said that the services
have been good, but still must be improved.
The suggestions to GRO Grand Hotel Preanger is to increasing their
services for the better by increasing their knowledge not only about the hotel but
out of that, the patience level of GRO to serve the guests, concern to maintain the
guest complaints, when they are maintain, they must care about the situation and
re-confirm the condition that related to the guest.
ii