Handling a Local Guest Who Expresses His Dissatisfaction about Hotel Service during My Internship at de Java Hotel Bandung.
ABSTRACT
Selama mengikuti program magang di de JAVA Hotel Bandung saya
menemukan suatu masalah yang akan dibahas di dalam Tugas Akhir ini.
Masalah tersebut adalah saya mengalami kesulitan dalam menangani
seorang tamu lokal ketika menyampaikan ketidakpuasannya atas
pelayanan hotel. Posisi saya adalah sebagai staf GRO (Guest Relation
Officer) dan salah satu tugas saya adalah menangani keluhan yang
disampaikan oleh tamu dan menanyakan kenyamanan tamu selama
menginap di hotel. Saya melakukan magang selama 25 hari yang dimulai
pada tanggal 1 Juli – 25 Juli 2013.
Penyebab dari masalah yang saya hadapi adalah saya tidak mendapat
pelatihan apapun dari pihak hotel sebelum mulai bekerja, saya tidak diberi
kesempatan untuk menjelaskan apapun kepada tamu tersebut, dan tamu
tersebut tidak dapat mengendalikan kemarahannya saat menyampaikan
ketidakpuasannya. Selanjutnya, dampak dari masalah saya adalah tamu
tersebut memberi pengaruh buruk kepada orang lain dengan cara
memberi pendapat yang negatif pada situs internet, atasan saya marah
oleh karena saya tidak dapat menangani tamu yang mengeluh secara baik,
dan saya membutuhkan waktu yang cukup lama untuk menangani tamu
yang mengeluh kepada saya, sehingga saya tidak dapat melayani tamu
yang lain. Di samping itu, ada empat solusi yang dapat membantu
menyelesaikan masalah saya, yaitu saya harus mendengarkan keluhan
tamu dengan baik, saya harus bersimpati dan meminta maaf kepada tamu
yang mengeluh, saya harus menawarkan solusi kepada tamu berdasarkan
kebijakan dari hotel, dan saya membutuhkan pelatihan sebelum memulai
bekerja di de JAVA Hotel Bandung. Menurut saya, dalam menyelesaikan
masalah tersebut keempat solusi yang telah disebutkan di atas harus
digunakan secara bersama-sama, karena solusi tersebut saling
mendukung satu dengan yang lainnya.
Maranatha Christian University
i
TABLE OF CONTENTS
ABSTRACT.................................................................................................i
DECLARATION OF ORIGINALITY............................................................ii
ACKNOWLEDGEMENTS..........................................................................iii
TABLE OF CONTENTS.............................................................................iv
CHAPTER I. INTRODUCTION..................................................................1
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.......................................................7
CHAPTER III. POTENTIAL SOLUTIONS...............................................11
CHAPTER IV. CONCLUSION................................................................18
BIBLIOGRAPHY
APPENDIX: FLOWCHART
Maranatha Christian University
iv
CHAPTER I
INTRODUCTION
A. Background of the Study
Front Desk staff have an important role in a hotel business. They will be
the first people to interact with the guests and give the first impression for
the guests. According to Sephton, “The front office department is
extremely important because in most cases the front desk is the first thing
that a visitor will see” (par. 1). I really agree with this statement because
front desk is the first place where the guests come when arriving in a hotel.
People who work at the front desk have to communicate a lot with the
guests, because they will deal with various situations and they are
responsible for many things. It is stated that “front desk is responsible for
checking guests in and out, taking the reservations by phone and by email and dealing with customer’s complaints and problems” (“At the Front
Desk”, par. 2). It can be seen that the role of Front Desk staff is significant
in a hotel.
During my internship, I had some experiences related to Front Desk
duties when working at de JAVA Hotel Bandung. My internship started
Maranatha Christian University
1
from 1 July until 25 July 2013. My position as a GRO assistant (Guest
Relation Officer) made me have to communicate with the guests who
came to the receptionist to check in or check out. I had to have a small talk
with the guests, ask about the convenience during their stays at de JAVA
Hotel, and ask them to fill in the form of guest comment. My working hours
was about 8 hours/day, either morning or afternoon shift.
During my internship, I found a problem related to handling hotel
guests. There was a local guest from Jakarta who often expressed his
dissatisfaction about the service of de JAVA Hotel. He visited the hotel for
three times during my internship and he stayed for one or two nights per
visit. Every time he came to the hotel, he always complained about hotel
services. He liked to speak loudly and made everyone look at him. For
example, one day when he stayed at de JAVA Hotel, he came to the front
desk and complained that the wifi could not work. Then, I checked the wifi
service to the Engineering Department, but the engineering staff said that
there was not any problem with the wifi. As a matter of fact, there was not
any guest who complained about the wifi. I told the guest that the wifi was
in good connection, he just said “I don’t know, I don’t know”, and then he
just went away from the lobby. Another example, one day when the guest
came to the hotel to check in, I told him that all of the room was full for that
day. He forced me to get the room for him and said that if I could not get a
room for him, he would curse me. These situations show that the local
guest was not able to control his emotion when expressing his
dissatisfaction about the service in hotel.
Maranatha Christian University
2
Based on the above explanation, I choose to discuss handling a local
guest who expresses his dissatisfaction about hotel service as the topic of
my term paper, because it was important for the hotel staff to improve their
service. It is stated in The Marketing Donut ,”A complaint is a gift and
company should consider their self lucky that a customer is prepared to
give up valuable time to help company improve their organisation” (par. 2).
I agree with the statement, because sometimes a hotel needs complaints
to know what needed by the guest. In my term paper I will explain about
the causes, the effects, and the potential solutions of my problem. There
are three causes of my problem, three effects of my problem, and also
four potential solutions of my problem.
B. Identification of the Problem
The analysis of the problem is formulated into the following questions:
1. Why did I have a difficulty in handling a local guest who expresses
his dissatisfaction about hotel service?
2. How did my problem influence other guests, my co-workers and I?
3. How should I handle the guest who cannot control his emotion?
C. Objectives and Benefits of the Study
In my term paper I will analyze the causes, effects, and potential
solutions for my problem. Besides, this term paper also gives some
benefits for several people. First, this term paper gives a benefit for me
about the knowledge of hospitality and how to handle complaints from
Maranatha Christian University
3
hotel guests. Second, this term paper will give a benefit for the readers;
they will know about the solutions to handle complaints from the guests.
The last one is for the front desk staff at de JAVA Hotel, they can learn
how to handle guests who expressed their dissatisfaction about the hotel
emotionally and the hotel staff (Human Resources) also can train their
staff to improve the skill about handling guest’s complain.
D. Description of the Institution
This data is based from the information in the website of de JAVA Hotel
Bandung. De JAVA Hotel is the first hotel built by PT. Suki Panca Jaya on
March 10, 2013. The owner of de JAVA Hotel is Mr. Sukiamto Candra, he
is the only owner of de JAVA Hotel Bandung. The location of de JAVA
Hotel is on Jalan Sukajadi 148-150, on the opposite of Paris Van Java
Mall. De JAVA Hotel has six floors up and one basement, the space of the
area is 945m2. De JAVA Hotel offers 88 rooms including 64 Deluxe rooms,
4 Executive rooms, and 2 Suite rooms. There are many facilities such as
swimming pool, meeting rooms, a lounge, and a restaurant.
The design of de JAVA Hotel is a combination of modern design and
Javanese culture. The vision of the de JAVA Hotel is to be the best hotel
nationally and internationally by always improving the quality of the
hospitality services. Thus, everyone can feel like staying at home and the
staff can work together as a team. The hotel also has missions to always
commit to exceeding the guests’ expectations and to keep learning and
Maranatha Christian University
4
improving the skill of their staff. The hotel also aims to be the one stop
vacation and always uses the natural products and recycle items to keep the
environment.
E. Method of the Study
During my internship I started to collect the data to complete my term
paper such as brochures from the hotel, the data from the hotel’s website,
and the internship journal. I also did a library research from printed books
and articles from the Internet to find the theories used to analyze the
causes, the effects, and the potential solutions in my term paper.
F. Limitation of the Study
The subjects of research are the local guest and me. I found a problem
when I did my internship at de JAVA Hotel Bandung that is about handling
a local guest who is expressing his dissatisfaction about the service. Thus,
in my term paper I will only focus on discussing about complaints from a
hotel guest.
G. Organization of the Term Paper
This term paper starts with the Abstract, Declaration of Originality,
Acknowledgements, and Table of Contents. It is followed by four chapters.
Chapter One explains about the Introduction; consisting of Background of
the Study, Identification of the Problem, Objectives and Benefits of the
Study, Description of the Institution, Method of the Study, Limitation of the
Maranatha Christian University
5
Study, and Organization of the Term Paper. Chapter Two discusses the
causes and the effects of my problem. Chapter Three explains the
potential solutions along with the positive and negative effects of each
potential solution. Chapter Four presents the conclusion of my term paper.
It is followed by the Bibliography that contains all of the references used in
this term paper. The last part is the Appendix that contains of a flowchart.
Maranatha Christian University
6
CHAPTER IV
CONCLUSION
This chapter is about the conclusion of my analysis. I had a difficulty in
handling a local guest who expresses his dissatisfaction about the service
during my internship at de JAVA Hotel Bandung. The causes of my
problem is I did not get any training from the Human Resources Manager
about handling complaints, I was not able to make the guest listen to my
explanation, and the guest could not control his anger when expressing
his dissatisfaction. Next, there are three effects of my problem, the guest
influenced other people not to stay at de JAVA Hotel by posting negative
comments at public website, my supervisor was angry with me for not
being able to handle the guest, and it took so much of my time to handle
the guest who was complaining that I could not take care of other guest.
There are also four potential solutions that will help me to resolve the
problem, I should listen actively to the guest whatever the guest is talking
about, I should show my sympathy by making apology to the guest
whenever the guest complaint, I should offer a solution to the guest based
Maranatha Christian University
18
on the hotel’s policy, and I need to get training from Human Resources
Department about handling hotel’s guest.
As the best solutions, I choose to apply all of my potential solutions,
because they support each other to resolve the problem. First, I need to
get training from the Human Resources Department, because training is
an important thing for a new staff. If I get a proper training from the Human
Resources Department, I will avoid making mistakes in handling hotel’s
guest. Next, if I just listen actively to the guest and do not apologize to the
guest, it will not resolve the problem. Likewise, if I just apologize to the
guest without offering a solution based on the hotel’s policy, the guest will
not be satisfied with my solution and my problem will not be resolved.
These solutions are applied consecutively. When the guest come to me
and complains about the service, the first thing that I should do is listening
to the guest because the guest wants to be heard. After the guest finishes
talking about the problem, I should show my sympathy and make apology
to the guest, because it will help the guest to feel understood. Finally, to
make the guest feel satisfied, I should offer the guest a solution. One of
these solutions should not be skipped, because if I skip one of these
solutions, the solution will not work out effectively.
Handling a guest is an important thing in a hotel, it will give a positive
effect for the hotel if the guests are satisfied with the service. I have some
suggestions for the staff at de JAVA Hotel Bandung who have the same
problem with me. It is important for a staff to be patient in dealing with
guest’s complaint. Patience also shows someone’s maturity to resolve the
Maranatha Christian University
19
problem. On top of that, serving the guest with the best attitude will make
the guest satisfied and feel happy with the service.
Maranatha Christian University
20
BIBLIOGRAPHY
Printed Sources
Engel, Beverly. The Power of Apology: Healing Steps to Transform All
Your Relationships. New York: Wiley, 2001.
Electronic Sources
“At the Front Desk.” HKHK Edu. 13 September 2013.
Cooper, Caroline. “How to handle guest complaints.” Hotel News Now.com.
23 April 2013. Hotel News Now. 10 October 2013.
“Dealing with Unhappy Customer.” Mindtools.com. Mindtools. 2 October
2013.
“De JAVA Hotel.” De JAVA Hotel. 2013. 1 October 2013.
Divin, Stacy. “How to Handle Customer Service Complaints.” Ehow.com.
15 October 2013.
Maranatha Christian University
“Empathy, Trust, Diffusing Conflict and Handling Complaints.”
BusinessBalls.com. 2012. 11 December 2013.
Fox, Anthony. “Training Isn’t Only for New Employees: Creating a Culture
of Lifelong Learning.” HotelExecutive.com. 2013. 16 December 2013.
Graham, Annie. “Are You Expert Enough To Solve Your Problem.” Hotel
Cluster.com. 5 October 2013.
Kaladeen et al. “Does the boss has a right to yell at his employees?” Too
Step. 2009. 30 October 2013.
“Listen Actively.” SkillsYouNeed.com. 2011. 10 December 2013.
“Listening is a Sign of Respect.” Accent on Business.net. 23 June 2009.
Accent on Business. 10 October 2013.
Natalie, Jamie. “Top 10 ways to deal with customer complaints.” Business
Zone.com. 3 May 2010. Business Zone. 12 October 2013
Maranatha Christian University
Olsen, Kendall. “How to Respond to a Customer Complaint.” Ehow.com.
19 October 2013. Ehow Money.
Richardson, Celia. “Why Can’t I Control My Anger?” NHS.uk. 11
December 2013.
Roberts, Courtney. “Guest Complaints.” Business Style. 12 August 2013.
Regis Franchise. 29 October 2013.
Scalzi, John. “Apologies: What, When and How.” Whatever Scalzy.com.
15 April 2013. Word Press. 15 October 2013.
Sephton, Connor. “What is the Importance of Front Office?” Blurtit. 13
September 2013.
Slyke, Erik Van. “The Art of Listening: The Key to Successful Complaint
Resolution.” Hotel Executive.com. 10 October 2013.
Maranatha Christian University
“The Marketing Donut.” Atom Content Marketing. 13 September 2013.
Victorian, Ombudsman. “Frequently Ask Question.” Ombudsman.com. 30
October 2013.
“What Are the Advantages and Disadvantages of off the Job
Training?” Ask.com. 2013. 16 December 2013.
“Why is Employee Training Important?” Ask.com. 2013. 23 September
2013.
“Why Is Staff Training Important?” Ask.com. 2013. 16 December 2013.
Maranatha Christian University
Maranatha Christian University
Selama mengikuti program magang di de JAVA Hotel Bandung saya
menemukan suatu masalah yang akan dibahas di dalam Tugas Akhir ini.
Masalah tersebut adalah saya mengalami kesulitan dalam menangani
seorang tamu lokal ketika menyampaikan ketidakpuasannya atas
pelayanan hotel. Posisi saya adalah sebagai staf GRO (Guest Relation
Officer) dan salah satu tugas saya adalah menangani keluhan yang
disampaikan oleh tamu dan menanyakan kenyamanan tamu selama
menginap di hotel. Saya melakukan magang selama 25 hari yang dimulai
pada tanggal 1 Juli – 25 Juli 2013.
Penyebab dari masalah yang saya hadapi adalah saya tidak mendapat
pelatihan apapun dari pihak hotel sebelum mulai bekerja, saya tidak diberi
kesempatan untuk menjelaskan apapun kepada tamu tersebut, dan tamu
tersebut tidak dapat mengendalikan kemarahannya saat menyampaikan
ketidakpuasannya. Selanjutnya, dampak dari masalah saya adalah tamu
tersebut memberi pengaruh buruk kepada orang lain dengan cara
memberi pendapat yang negatif pada situs internet, atasan saya marah
oleh karena saya tidak dapat menangani tamu yang mengeluh secara baik,
dan saya membutuhkan waktu yang cukup lama untuk menangani tamu
yang mengeluh kepada saya, sehingga saya tidak dapat melayani tamu
yang lain. Di samping itu, ada empat solusi yang dapat membantu
menyelesaikan masalah saya, yaitu saya harus mendengarkan keluhan
tamu dengan baik, saya harus bersimpati dan meminta maaf kepada tamu
yang mengeluh, saya harus menawarkan solusi kepada tamu berdasarkan
kebijakan dari hotel, dan saya membutuhkan pelatihan sebelum memulai
bekerja di de JAVA Hotel Bandung. Menurut saya, dalam menyelesaikan
masalah tersebut keempat solusi yang telah disebutkan di atas harus
digunakan secara bersama-sama, karena solusi tersebut saling
mendukung satu dengan yang lainnya.
Maranatha Christian University
i
TABLE OF CONTENTS
ABSTRACT.................................................................................................i
DECLARATION OF ORIGINALITY............................................................ii
ACKNOWLEDGEMENTS..........................................................................iii
TABLE OF CONTENTS.............................................................................iv
CHAPTER I. INTRODUCTION..................................................................1
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.......................................................7
CHAPTER III. POTENTIAL SOLUTIONS...............................................11
CHAPTER IV. CONCLUSION................................................................18
BIBLIOGRAPHY
APPENDIX: FLOWCHART
Maranatha Christian University
iv
CHAPTER I
INTRODUCTION
A. Background of the Study
Front Desk staff have an important role in a hotel business. They will be
the first people to interact with the guests and give the first impression for
the guests. According to Sephton, “The front office department is
extremely important because in most cases the front desk is the first thing
that a visitor will see” (par. 1). I really agree with this statement because
front desk is the first place where the guests come when arriving in a hotel.
People who work at the front desk have to communicate a lot with the
guests, because they will deal with various situations and they are
responsible for many things. It is stated that “front desk is responsible for
checking guests in and out, taking the reservations by phone and by email and dealing with customer’s complaints and problems” (“At the Front
Desk”, par. 2). It can be seen that the role of Front Desk staff is significant
in a hotel.
During my internship, I had some experiences related to Front Desk
duties when working at de JAVA Hotel Bandung. My internship started
Maranatha Christian University
1
from 1 July until 25 July 2013. My position as a GRO assistant (Guest
Relation Officer) made me have to communicate with the guests who
came to the receptionist to check in or check out. I had to have a small talk
with the guests, ask about the convenience during their stays at de JAVA
Hotel, and ask them to fill in the form of guest comment. My working hours
was about 8 hours/day, either morning or afternoon shift.
During my internship, I found a problem related to handling hotel
guests. There was a local guest from Jakarta who often expressed his
dissatisfaction about the service of de JAVA Hotel. He visited the hotel for
three times during my internship and he stayed for one or two nights per
visit. Every time he came to the hotel, he always complained about hotel
services. He liked to speak loudly and made everyone look at him. For
example, one day when he stayed at de JAVA Hotel, he came to the front
desk and complained that the wifi could not work. Then, I checked the wifi
service to the Engineering Department, but the engineering staff said that
there was not any problem with the wifi. As a matter of fact, there was not
any guest who complained about the wifi. I told the guest that the wifi was
in good connection, he just said “I don’t know, I don’t know”, and then he
just went away from the lobby. Another example, one day when the guest
came to the hotel to check in, I told him that all of the room was full for that
day. He forced me to get the room for him and said that if I could not get a
room for him, he would curse me. These situations show that the local
guest was not able to control his emotion when expressing his
dissatisfaction about the service in hotel.
Maranatha Christian University
2
Based on the above explanation, I choose to discuss handling a local
guest who expresses his dissatisfaction about hotel service as the topic of
my term paper, because it was important for the hotel staff to improve their
service. It is stated in The Marketing Donut ,”A complaint is a gift and
company should consider their self lucky that a customer is prepared to
give up valuable time to help company improve their organisation” (par. 2).
I agree with the statement, because sometimes a hotel needs complaints
to know what needed by the guest. In my term paper I will explain about
the causes, the effects, and the potential solutions of my problem. There
are three causes of my problem, three effects of my problem, and also
four potential solutions of my problem.
B. Identification of the Problem
The analysis of the problem is formulated into the following questions:
1. Why did I have a difficulty in handling a local guest who expresses
his dissatisfaction about hotel service?
2. How did my problem influence other guests, my co-workers and I?
3. How should I handle the guest who cannot control his emotion?
C. Objectives and Benefits of the Study
In my term paper I will analyze the causes, effects, and potential
solutions for my problem. Besides, this term paper also gives some
benefits for several people. First, this term paper gives a benefit for me
about the knowledge of hospitality and how to handle complaints from
Maranatha Christian University
3
hotel guests. Second, this term paper will give a benefit for the readers;
they will know about the solutions to handle complaints from the guests.
The last one is for the front desk staff at de JAVA Hotel, they can learn
how to handle guests who expressed their dissatisfaction about the hotel
emotionally and the hotel staff (Human Resources) also can train their
staff to improve the skill about handling guest’s complain.
D. Description of the Institution
This data is based from the information in the website of de JAVA Hotel
Bandung. De JAVA Hotel is the first hotel built by PT. Suki Panca Jaya on
March 10, 2013. The owner of de JAVA Hotel is Mr. Sukiamto Candra, he
is the only owner of de JAVA Hotel Bandung. The location of de JAVA
Hotel is on Jalan Sukajadi 148-150, on the opposite of Paris Van Java
Mall. De JAVA Hotel has six floors up and one basement, the space of the
area is 945m2. De JAVA Hotel offers 88 rooms including 64 Deluxe rooms,
4 Executive rooms, and 2 Suite rooms. There are many facilities such as
swimming pool, meeting rooms, a lounge, and a restaurant.
The design of de JAVA Hotel is a combination of modern design and
Javanese culture. The vision of the de JAVA Hotel is to be the best hotel
nationally and internationally by always improving the quality of the
hospitality services. Thus, everyone can feel like staying at home and the
staff can work together as a team. The hotel also has missions to always
commit to exceeding the guests’ expectations and to keep learning and
Maranatha Christian University
4
improving the skill of their staff. The hotel also aims to be the one stop
vacation and always uses the natural products and recycle items to keep the
environment.
E. Method of the Study
During my internship I started to collect the data to complete my term
paper such as brochures from the hotel, the data from the hotel’s website,
and the internship journal. I also did a library research from printed books
and articles from the Internet to find the theories used to analyze the
causes, the effects, and the potential solutions in my term paper.
F. Limitation of the Study
The subjects of research are the local guest and me. I found a problem
when I did my internship at de JAVA Hotel Bandung that is about handling
a local guest who is expressing his dissatisfaction about the service. Thus,
in my term paper I will only focus on discussing about complaints from a
hotel guest.
G. Organization of the Term Paper
This term paper starts with the Abstract, Declaration of Originality,
Acknowledgements, and Table of Contents. It is followed by four chapters.
Chapter One explains about the Introduction; consisting of Background of
the Study, Identification of the Problem, Objectives and Benefits of the
Study, Description of the Institution, Method of the Study, Limitation of the
Maranatha Christian University
5
Study, and Organization of the Term Paper. Chapter Two discusses the
causes and the effects of my problem. Chapter Three explains the
potential solutions along with the positive and negative effects of each
potential solution. Chapter Four presents the conclusion of my term paper.
It is followed by the Bibliography that contains all of the references used in
this term paper. The last part is the Appendix that contains of a flowchart.
Maranatha Christian University
6
CHAPTER IV
CONCLUSION
This chapter is about the conclusion of my analysis. I had a difficulty in
handling a local guest who expresses his dissatisfaction about the service
during my internship at de JAVA Hotel Bandung. The causes of my
problem is I did not get any training from the Human Resources Manager
about handling complaints, I was not able to make the guest listen to my
explanation, and the guest could not control his anger when expressing
his dissatisfaction. Next, there are three effects of my problem, the guest
influenced other people not to stay at de JAVA Hotel by posting negative
comments at public website, my supervisor was angry with me for not
being able to handle the guest, and it took so much of my time to handle
the guest who was complaining that I could not take care of other guest.
There are also four potential solutions that will help me to resolve the
problem, I should listen actively to the guest whatever the guest is talking
about, I should show my sympathy by making apology to the guest
whenever the guest complaint, I should offer a solution to the guest based
Maranatha Christian University
18
on the hotel’s policy, and I need to get training from Human Resources
Department about handling hotel’s guest.
As the best solutions, I choose to apply all of my potential solutions,
because they support each other to resolve the problem. First, I need to
get training from the Human Resources Department, because training is
an important thing for a new staff. If I get a proper training from the Human
Resources Department, I will avoid making mistakes in handling hotel’s
guest. Next, if I just listen actively to the guest and do not apologize to the
guest, it will not resolve the problem. Likewise, if I just apologize to the
guest without offering a solution based on the hotel’s policy, the guest will
not be satisfied with my solution and my problem will not be resolved.
These solutions are applied consecutively. When the guest come to me
and complains about the service, the first thing that I should do is listening
to the guest because the guest wants to be heard. After the guest finishes
talking about the problem, I should show my sympathy and make apology
to the guest, because it will help the guest to feel understood. Finally, to
make the guest feel satisfied, I should offer the guest a solution. One of
these solutions should not be skipped, because if I skip one of these
solutions, the solution will not work out effectively.
Handling a guest is an important thing in a hotel, it will give a positive
effect for the hotel if the guests are satisfied with the service. I have some
suggestions for the staff at de JAVA Hotel Bandung who have the same
problem with me. It is important for a staff to be patient in dealing with
guest’s complaint. Patience also shows someone’s maturity to resolve the
Maranatha Christian University
19
problem. On top of that, serving the guest with the best attitude will make
the guest satisfied and feel happy with the service.
Maranatha Christian University
20
BIBLIOGRAPHY
Printed Sources
Engel, Beverly. The Power of Apology: Healing Steps to Transform All
Your Relationships. New York: Wiley, 2001.
Electronic Sources
“At the Front Desk.” HKHK Edu. 13 September 2013.
Cooper, Caroline. “How to handle guest complaints.” Hotel News Now.com.
23 April 2013. Hotel News Now. 10 October 2013.
“Dealing with Unhappy Customer.” Mindtools.com. Mindtools. 2 October
2013.
“De JAVA Hotel.” De JAVA Hotel. 2013. 1 October 2013.
Divin, Stacy. “How to Handle Customer Service Complaints.” Ehow.com.
15 October 2013.
Maranatha Christian University
“Empathy, Trust, Diffusing Conflict and Handling Complaints.”
BusinessBalls.com. 2012. 11 December 2013.
Fox, Anthony. “Training Isn’t Only for New Employees: Creating a Culture
of Lifelong Learning.” HotelExecutive.com. 2013. 16 December 2013.
Graham, Annie. “Are You Expert Enough To Solve Your Problem.” Hotel
Cluster.com. 5 October 2013.
Kaladeen et al. “Does the boss has a right to yell at his employees?” Too
Step. 2009. 30 October 2013.
“Listen Actively.” SkillsYouNeed.com. 2011. 10 December 2013.
“Listening is a Sign of Respect.” Accent on Business.net. 23 June 2009.
Accent on Business. 10 October 2013.
Natalie, Jamie. “Top 10 ways to deal with customer complaints.” Business
Zone.com. 3 May 2010. Business Zone. 12 October 2013
Maranatha Christian University
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Maranatha Christian University