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. perpustakaan.uns.ac.id
commit to user
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.
3
commit to user
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.
commit to user
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
commit to user
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
commit to user
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
6
commit to user
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
commit to user
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
commit to user
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
commit to user
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
commit to user
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
commit to user
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: perpustakaan.uns.ac.id
commit to user
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 acc
ording 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 VIPVVIP guest.
Having good coordination with the other
departments related with the guest‟s complaint.
Telephone Operator
commit to user
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