BENEFITS Organization Structure of the Front Office Department of

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