Handling Telephone Queuing at The Operator Phone Lines During Office Hours at Novotel Bandung.
ABSTRACT
Tugas akhir ini bertujuan membahas masalah antrian telepon di operator
selama jam kantor di Novotel Bandung, berdasarkan pengalaman masa
magang saya selama 3 bulan sebagai operator telepon di Novotel Bandung.
Masalah tersebut disebabkan oleh terbatasnya staf reservasi yang
mengakibatkan banyak penelepon yang ingin berbicara dengan bagian
reservasi harus menunggu lama di line operator, bahkan ada kemungkinan
mereka harus menelepon kembali dua sampai tiga kali. Masalah ini
mengakibatkan hotel mendapatkan keluhan yang dapat berdampak buruk
bagi citra hotel dimata penelepon.
Saya juga menganalisa beberapa sebab dan akibat dari masalah yg
dihadapi. Beberapa penyebab tersebut adalah antara lain: terbatasnya staff
reservasi, kebanyakan dari penelepon ingin berbicara dengan bagian
reservasi, dan terbatasnya waktu reservasi. Sedangkan akibat dari masalah
tersebut adalah antara lain: munculnya keluhan penelepon, hotel akan
mendapat citra yang buruk, dan penelepon yang menghubungi bagian
reservasi diluar jam kerja tidak dapat berbicara dengan staff reservasi,
sehingga dapat mengurangi kemungkinan para penelepon untuk melakukan
booking kamar.
Oleh karena itu, saya menganalisa beberapa pilihan solusi yang mungkin
dapat diterapkan, beserta dampak positif dan negatif yang mungkin terjadi.
Solusi-solusi tersebut adalah memperkerjakan pemagang-pemagang untuk
bagian reservasi, reservasi dibuka selama 24 jam, dan memperkerjakan lebih
banyak karyawan untuk bagian reservasi. Solusi pilihan yang saya pilih
adalah gabungan dari reservasi dibuka selama 24 jam dan memperkerjakan
pemagang-pemagang untuk menambah staff reservasi. Hal ini diharapkan
dapat meningkatkan kualitas dan kuantitas pelayanan telepon di hotel,
meningkatkan pendapatan hotel karena lebih banyak kamar yang bisa terjual,
hotel dapat menekan pengeluaran untuk biaya gaji, dan tetap bisa menjaga
citra baik hotel dimata tamu, karena tamu bisa menelpon kapanpun mereka
butuhkan tanpa harus menunggu terlalu lama untuk berbicara dengan bagian
reservasi.
i
Maranatha Christian University
TABLE OF CONTENTS
APPROVAL PAGE
ABSTRACT
i
DECLARATION OF ORIGINALITY
ii
ACKNOWLEDGEMENTS
iii
TABLE OF CONTENTS
v
CHAPTER I. INTRODUCTION
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. Limitations of the Study
G. Organization of the Term Paper
1-5
CHAPTER II. PROBLEM ANALYSIS
6-8
CHAPTER III.POTENTIAL SOLUTIONS
9-15
CHAPTER IV.CONCLUSION
16-18
BIBLIOGRAPHY
APPENDIX:
A. FLOWCHART
ii
Maranatha Christian University
FLOWCHART
Causes:
Problem:
1.
There are limited
reservation staff
2.
Most of the callers
want to talk to the
reservation staff
Telephone
v queuing
at the operator
phone lines during
office hours
3.
Limited reservation
period
Potential negative effects:
1.
Trainees can be less
responsible in doing
their job
2.
Supervisor should
give more trainings
Shift worker health
issues
2.
Night-shift staff will
have the decreasing
of productivity
Hiring trainee as
reservation staff
Hotel should spend
extra money for staff
salary and for training
costs
2.
Hotel management
spends too much time
and cost for
recruitment process
Creating callers’
complaints
2.
Hotel will have negative
image
3.
The callers who call out
of the office hours
cannot talk to the
reservation staff
Potential Positive Effects:
1.
Customers do not have
to wait too long on the
phone
2.
Trainees need little or
even sometimes no
Potential Positive Effects:
Potential Solution II:
Having reservation
available 24 hours
Potential negative effects:
1.
1.
Potential Solution I:
Potential negative effects:
1.
Effects:
1.
Customers can be
handled anytime to
make reservation
2.
The hotel has good
image
Potential Solution III:
Potential Positive Effects:
Hiring employees
as reservation staff
1.
Employees have full
responsibility for their
job
2.
Hiring employees can
increase service quality
Chosen Solution:
Hiring trainees as reservation staff
Having reservation available for 24
hours
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
Nowadays, the business world is developing and businesses are
competing tightly, including the business of tourism. As tourism is prospective
to be developed in almost every place, business in this field can be promising
and profitable. Based on an article entittled Business Tourism, it is stated that
“At present, business tourism is one of the leading highly-profitable and most
dynamically developing branches of the world economy” (par.1). There are
many areas in the field of tourism, one of which is hotel. Hotels in Indonesia
are developing and very competitive, ranging from the hotels of low quality to
those of high quality.
I had an internship as a telephone operator in Novotel Bandung, one of
the four-star hotel businesses in Bandung, which has domestic and also
international guests coming for pleasure or doing their business. Thus, it is
very important for the hotel to build trust and provide the guests comfort in
order to win the competition in the hotel business. Therefore, it is important
for Novotel Bandung to always offer the best service in any facility it provides,
1
Maranatha Christian University
including its telephone service to make the guests willing to stay in Novotel
Bandung.
When I worked in Novotel Bandung, I found that there was a significant
problem which could make the callers upset when calling to make a
reservation. The telephone queuing problem could occur as there were just
two reservation staff in charge, therefore, the caller should wait for a long
period of time. There are chances that they even should call back two to three
more times. Furthermore, there were still many calls waiting in lines from
other callers calling for other purposes which must also be answered.
Besides, on certain days there was only one reservation staff in charge which
caused many of the calls that had been connected to reservation was put
back through again to the operator. That is why I decide to discuss this
problem as my topic for my term paper with the aim of keeping good quality
phone service, thus, maintain the good image of Novotel Bandung.
B. Identification of the Problem
The problem that I am going to analyze is stated in two questions below:
1. Why is there telephone queuing in the operator phone lines?
2. How is it to solve the telephone queuing in the operator phone
lines?
2
Maranatha Christian University
C. Objectives and Benefit of the Study
The objectives of the study that will be achieved at the end of this term
paper are; to find out the causes of telephone queuing at the operator phone
lines during office hours at Novotel Bandung. The second is to find out the
ways to solve telephone queuing at the operator phone lines during office
hours in Novotel Bandung, the last is to find out the best solution to the
problem of telephone queuing at the operator phone lines in Novotel
Bandung.
The benefit of the study for the hotel is the hotel can find out and solve the
main problem in the division of phone operator based on my research.
Moreover, the benefit of the study for the readers is they can use this term
paper to increase their knowledge about telephone operating in a hotel and
how to solve the problem if they encounter similar problem like what I
analyzed in this term paper. Furthermore, the benefit of the study for the
writer is that I can improve my knowledge and skill as a telephone operator.
D. Description of the Institution
Novotel Bandung is a four-star international hotel under the management
of Accor Hospitality from France and is the only Accor’s hotel in Bandung. It
started to operate on December 10, 2006. It is located in Jl. Cihampelas
no.23-25 Bandung and the total area of this hotel is about 4209 m2 consisting
3
Maranatha Christian University
of two parking areas including the basement, ground floor, and 156 rooms.
The facilities of the hotel are including: Square Restaurant, Business Centre,
Lounge Bar, Premiere Lounge, Ballroom, Meeting Rooms, Swimming Pool,
Dolfi Children Playground, and Odiseus Fitness Center & Spa. The mission of
Novotel Bandung is providing the best service to keep best relationships and
trust with the guests.
E. Method of Study
In this term paper, I will analyze the telephone queuing in the operator
lines during office hours based on my observation during the internship
program which lasts for about three months as a telephone operator in
Novotel Bandung. The analysis is also supported by library research.
F. Limitation of the Study
I analyze about telephone queuing in the operator lines during office hours
during my internship in Novotel Bandung as a telephone operator for about
three months.
4
Maranatha Christian University
G. Organization of the Term Paper
This term paper consists of the Abstract, which is the substance of the
discussion of the term paper in Indonesian. This section will help the readers
to know the overall term paper quickly. After that, it will be followed by
Declaration of Originality, Acknowledgements which contains my thankfulness
for the people who are related to my writing term paper, and Table of
Contents which allows the readers to find the content through page number,
followed by Chapter 1 which is Introduction of Study, Chapter 2, the Problem
Analysis which contains the causes and the effects of the problem, Chapter 3,
the Potential Solutions to solve the problem including the positive and
negative effects, Chapter 4, the Conclusion which presents the best solution
to the problem, Bibliography which contains printed and electronic sources of
theories that support this term paper, and Appendix which contains the
flowchart.
5
Maranatha Christian University
CHAPTER IV
CONCLUSION
In the previous chapters, I have explained the main problem, causes,
and effects of telephone queuing in the operator phone lines during office
hours in Novotel Bandung. In addition, there are each three causes and
effects that are related to the problem. The first cause is there are limited
reservation staff, the second is that most of the callers want to talk to
reservation staff, and the third is that limited reservation staff. Besides the
three causes, there are three effects of the problem. The first effect is
creating callers’ complaint, the second is the hotel will have bad image,
and the third is that the callers who call out of the office hours cannot talk
to reservation staff. Besides, I have also discussed about the potential
solutions including with the positive and negative effects for each potential
solution.
In this chapter, I would like to discuss the best potential solutions to
solve the problem; including, first, hiring trainees as the reservation staff
and the second is having reservation available for 24 hours. I decide to
combine these two potential solutions, considering that both potential
solutions are needed for the staff and the hotel in order to give the best
16
Maranatha Christian University
service to the callers.
It is crucial for Novotel Bandung to be concerned about increasing
the number of staff and providing more time for reservation service in
order to make each call directly handled and to open the chance to
increase room occupancy. Regarding the proposed solution of increasing
the number of staff, the best solution is hiring trainees as reservation staff.
I totally agree with an article entitled Training (par.3) Training programme
can help the trainees to improve their capability, capacity, and
performance. Hiring trainees in reservation department can help
reservation to improve their performance to handle more callers and more
matters more effectively and efficiently. As they are trained specifically for
the hotel’s purposes. Furthermore, the callers have no need to wait too
long to talk to the reservation staff because of more reservation staff in
charge.
In order to provide longer phone service, I decided to choose
having reservation available for 24 hours. In my opinion, having
reservation available for 24 hours can give good effects for the hotel and
the customers. First, the hotel can get the higher level of inhabited rooms
so that they can increase the hotel revenue. It is proven from an article
entitled Other Hotel Operation Part. II which states that “One of the
reservation functions is to accommodate the guests to get their rooms as
to increase the hotel room occupancy as high as possible” (par.15).
Besides, the guest’s complaints will decrease because the callers can talk
to the reservation staff anytime they want without any phone line holding
17
Maranatha Christian University
or having to wait for a long time. Moreover, the guests can talk to the
reservation staff to reserve a room or ask about any information anytime
they need without having to think about office hours. Furthemore, the
callers from different time zone can also speak to the reservation staff
without having to think about the time differences between their country
and Indonesia, Bandung in particular. Therefore, Novotel Bandung can
have bigger possibilities to win the competition in the hotel business.
18
Maranatha Christian University
BIBLIOGRAPHY
Printed Source
Cascio, Wayne F. and Herman Aguinis. Applied Psychology in Human
Resource Management. New Jersey: Pearson Prentice Hall, 2005.
Culbreth, John.R, and Lori L. Brown. State of The Art in Clinical
Supervision. New York: Taylor and Francis Group, LLC, 2010.
Electronic Sources
“Agent Hiring and Training” Connectionmagazine.com. 2005. Connection
Magazine. 17 May 2010
.
Baran, Michelle. ”Tour Operators Seek to Bolster Call Centers.” Travel
Weekly.com. 2 April 2010. 17 May 2010
.
---. ”Tour Operators Seek to Bolster Call Centers.” Travel Weekly.com.
2 April 2010. 17 May 2010
.
Maranatha Christian University
Brown, Morris E.” Customer Service - Train Your Staff to Handle Customer
Complaints.” Ezine @rticles 9 October 2008. 12 February 2010
.
Burns, John. "Improving Hotel Reservations Office Efficiency." H & A
Report, Volume III, No. 4 October/November 2005. Hospitality
Technology Consulting. November.2005 .
---. "Improving Hotel Reservations Office Efficiency." H & A Report,
Volume III, No. 4 October/November 2005. Hospitality Technology
Consulting. 29 April 2010
.
“Business Tourism.” Belarus Touring. 19 June 2007. 5 February 2011
.
Culbreth, John R, and Lori L. Brown. State of the Art in Clinical
Supervision. 2009. 3 October 2010
.
Dalleva, Nicholas. “How A 24 Hour Call Center Benefits Businesses.”
ArticleSnatch.com. 2005-2011. 14 December 2010
Maranatha Christian University
.
“Do you think trainee sal aries should be set at a minimum level?.”
Juniorlawyers.lawsociety.org.uk 17 August 2009. 17 August 2010
.
Half, Robert. “To hire or not to hire - that is the question” 2010.
appraisaltoday.com. 8 May 2010
.
“Live Operator Has Caring Touch.” Answeringservicecare.com. 2008.
Answering Service Care. 11 October 2010
.
“Queuing Theory.” Reference for Business, Encyclopedia of Business,
2nd ed. 2010. 2 November 2010
.
Rumambi, Leonid Julivan. “HOTEL MANAGEMENT AND BRAND
ACHIEVEMENT : A Study of Hotel Industry Achievement.” 9
September 2010 .
“Sleep Long hours and Shift Work.” Liveto100.everybody.co.nz. 2010.
Everybody Live to 100. 7 October 2010
.
Maranatha Christian University
“Training.” Wikipedia.org. 22 November 2010. Wikipedia The Free
Encyclopedia. 23 November 2010 <
http://en.wikipedia.org/wiki/Trainee>.
United States. Dept. of Health and Human Services. National Heart, Lung,
and Blood Institute. 2006. 14 December 2010
.
Washington, DC. Center for the Study of Social Policy. “Customer
Satisfaction.” Improving Quality and Access to Services and
Supports in Fulnerable Neighborhoods. February 2007. 21 August
2010
.
Williams, Sid. “Disadvantages to Working the Night Shift.” ehow.com.
11March 2010. 21October 2010
.
Maranatha Christian University
Tugas akhir ini bertujuan membahas masalah antrian telepon di operator
selama jam kantor di Novotel Bandung, berdasarkan pengalaman masa
magang saya selama 3 bulan sebagai operator telepon di Novotel Bandung.
Masalah tersebut disebabkan oleh terbatasnya staf reservasi yang
mengakibatkan banyak penelepon yang ingin berbicara dengan bagian
reservasi harus menunggu lama di line operator, bahkan ada kemungkinan
mereka harus menelepon kembali dua sampai tiga kali. Masalah ini
mengakibatkan hotel mendapatkan keluhan yang dapat berdampak buruk
bagi citra hotel dimata penelepon.
Saya juga menganalisa beberapa sebab dan akibat dari masalah yg
dihadapi. Beberapa penyebab tersebut adalah antara lain: terbatasnya staff
reservasi, kebanyakan dari penelepon ingin berbicara dengan bagian
reservasi, dan terbatasnya waktu reservasi. Sedangkan akibat dari masalah
tersebut adalah antara lain: munculnya keluhan penelepon, hotel akan
mendapat citra yang buruk, dan penelepon yang menghubungi bagian
reservasi diluar jam kerja tidak dapat berbicara dengan staff reservasi,
sehingga dapat mengurangi kemungkinan para penelepon untuk melakukan
booking kamar.
Oleh karena itu, saya menganalisa beberapa pilihan solusi yang mungkin
dapat diterapkan, beserta dampak positif dan negatif yang mungkin terjadi.
Solusi-solusi tersebut adalah memperkerjakan pemagang-pemagang untuk
bagian reservasi, reservasi dibuka selama 24 jam, dan memperkerjakan lebih
banyak karyawan untuk bagian reservasi. Solusi pilihan yang saya pilih
adalah gabungan dari reservasi dibuka selama 24 jam dan memperkerjakan
pemagang-pemagang untuk menambah staff reservasi. Hal ini diharapkan
dapat meningkatkan kualitas dan kuantitas pelayanan telepon di hotel,
meningkatkan pendapatan hotel karena lebih banyak kamar yang bisa terjual,
hotel dapat menekan pengeluaran untuk biaya gaji, dan tetap bisa menjaga
citra baik hotel dimata tamu, karena tamu bisa menelpon kapanpun mereka
butuhkan tanpa harus menunggu terlalu lama untuk berbicara dengan bagian
reservasi.
i
Maranatha Christian University
TABLE OF CONTENTS
APPROVAL PAGE
ABSTRACT
i
DECLARATION OF ORIGINALITY
ii
ACKNOWLEDGEMENTS
iii
TABLE OF CONTENTS
v
CHAPTER I. INTRODUCTION
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. Limitations of the Study
G. Organization of the Term Paper
1-5
CHAPTER II. PROBLEM ANALYSIS
6-8
CHAPTER III.POTENTIAL SOLUTIONS
9-15
CHAPTER IV.CONCLUSION
16-18
BIBLIOGRAPHY
APPENDIX:
A. FLOWCHART
ii
Maranatha Christian University
FLOWCHART
Causes:
Problem:
1.
There are limited
reservation staff
2.
Most of the callers
want to talk to the
reservation staff
Telephone
v queuing
at the operator
phone lines during
office hours
3.
Limited reservation
period
Potential negative effects:
1.
Trainees can be less
responsible in doing
their job
2.
Supervisor should
give more trainings
Shift worker health
issues
2.
Night-shift staff will
have the decreasing
of productivity
Hiring trainee as
reservation staff
Hotel should spend
extra money for staff
salary and for training
costs
2.
Hotel management
spends too much time
and cost for
recruitment process
Creating callers’
complaints
2.
Hotel will have negative
image
3.
The callers who call out
of the office hours
cannot talk to the
reservation staff
Potential Positive Effects:
1.
Customers do not have
to wait too long on the
phone
2.
Trainees need little or
even sometimes no
Potential Positive Effects:
Potential Solution II:
Having reservation
available 24 hours
Potential negative effects:
1.
1.
Potential Solution I:
Potential negative effects:
1.
Effects:
1.
Customers can be
handled anytime to
make reservation
2.
The hotel has good
image
Potential Solution III:
Potential Positive Effects:
Hiring employees
as reservation staff
1.
Employees have full
responsibility for their
job
2.
Hiring employees can
increase service quality
Chosen Solution:
Hiring trainees as reservation staff
Having reservation available for 24
hours
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
Nowadays, the business world is developing and businesses are
competing tightly, including the business of tourism. As tourism is prospective
to be developed in almost every place, business in this field can be promising
and profitable. Based on an article entittled Business Tourism, it is stated that
“At present, business tourism is one of the leading highly-profitable and most
dynamically developing branches of the world economy” (par.1). There are
many areas in the field of tourism, one of which is hotel. Hotels in Indonesia
are developing and very competitive, ranging from the hotels of low quality to
those of high quality.
I had an internship as a telephone operator in Novotel Bandung, one of
the four-star hotel businesses in Bandung, which has domestic and also
international guests coming for pleasure or doing their business. Thus, it is
very important for the hotel to build trust and provide the guests comfort in
order to win the competition in the hotel business. Therefore, it is important
for Novotel Bandung to always offer the best service in any facility it provides,
1
Maranatha Christian University
including its telephone service to make the guests willing to stay in Novotel
Bandung.
When I worked in Novotel Bandung, I found that there was a significant
problem which could make the callers upset when calling to make a
reservation. The telephone queuing problem could occur as there were just
two reservation staff in charge, therefore, the caller should wait for a long
period of time. There are chances that they even should call back two to three
more times. Furthermore, there were still many calls waiting in lines from
other callers calling for other purposes which must also be answered.
Besides, on certain days there was only one reservation staff in charge which
caused many of the calls that had been connected to reservation was put
back through again to the operator. That is why I decide to discuss this
problem as my topic for my term paper with the aim of keeping good quality
phone service, thus, maintain the good image of Novotel Bandung.
B. Identification of the Problem
The problem that I am going to analyze is stated in two questions below:
1. Why is there telephone queuing in the operator phone lines?
2. How is it to solve the telephone queuing in the operator phone
lines?
2
Maranatha Christian University
C. Objectives and Benefit of the Study
The objectives of the study that will be achieved at the end of this term
paper are; to find out the causes of telephone queuing at the operator phone
lines during office hours at Novotel Bandung. The second is to find out the
ways to solve telephone queuing at the operator phone lines during office
hours in Novotel Bandung, the last is to find out the best solution to the
problem of telephone queuing at the operator phone lines in Novotel
Bandung.
The benefit of the study for the hotel is the hotel can find out and solve the
main problem in the division of phone operator based on my research.
Moreover, the benefit of the study for the readers is they can use this term
paper to increase their knowledge about telephone operating in a hotel and
how to solve the problem if they encounter similar problem like what I
analyzed in this term paper. Furthermore, the benefit of the study for the
writer is that I can improve my knowledge and skill as a telephone operator.
D. Description of the Institution
Novotel Bandung is a four-star international hotel under the management
of Accor Hospitality from France and is the only Accor’s hotel in Bandung. It
started to operate on December 10, 2006. It is located in Jl. Cihampelas
no.23-25 Bandung and the total area of this hotel is about 4209 m2 consisting
3
Maranatha Christian University
of two parking areas including the basement, ground floor, and 156 rooms.
The facilities of the hotel are including: Square Restaurant, Business Centre,
Lounge Bar, Premiere Lounge, Ballroom, Meeting Rooms, Swimming Pool,
Dolfi Children Playground, and Odiseus Fitness Center & Spa. The mission of
Novotel Bandung is providing the best service to keep best relationships and
trust with the guests.
E. Method of Study
In this term paper, I will analyze the telephone queuing in the operator
lines during office hours based on my observation during the internship
program which lasts for about three months as a telephone operator in
Novotel Bandung. The analysis is also supported by library research.
F. Limitation of the Study
I analyze about telephone queuing in the operator lines during office hours
during my internship in Novotel Bandung as a telephone operator for about
three months.
4
Maranatha Christian University
G. Organization of the Term Paper
This term paper consists of the Abstract, which is the substance of the
discussion of the term paper in Indonesian. This section will help the readers
to know the overall term paper quickly. After that, it will be followed by
Declaration of Originality, Acknowledgements which contains my thankfulness
for the people who are related to my writing term paper, and Table of
Contents which allows the readers to find the content through page number,
followed by Chapter 1 which is Introduction of Study, Chapter 2, the Problem
Analysis which contains the causes and the effects of the problem, Chapter 3,
the Potential Solutions to solve the problem including the positive and
negative effects, Chapter 4, the Conclusion which presents the best solution
to the problem, Bibliography which contains printed and electronic sources of
theories that support this term paper, and Appendix which contains the
flowchart.
5
Maranatha Christian University
CHAPTER IV
CONCLUSION
In the previous chapters, I have explained the main problem, causes,
and effects of telephone queuing in the operator phone lines during office
hours in Novotel Bandung. In addition, there are each three causes and
effects that are related to the problem. The first cause is there are limited
reservation staff, the second is that most of the callers want to talk to
reservation staff, and the third is that limited reservation staff. Besides the
three causes, there are three effects of the problem. The first effect is
creating callers’ complaint, the second is the hotel will have bad image,
and the third is that the callers who call out of the office hours cannot talk
to reservation staff. Besides, I have also discussed about the potential
solutions including with the positive and negative effects for each potential
solution.
In this chapter, I would like to discuss the best potential solutions to
solve the problem; including, first, hiring trainees as the reservation staff
and the second is having reservation available for 24 hours. I decide to
combine these two potential solutions, considering that both potential
solutions are needed for the staff and the hotel in order to give the best
16
Maranatha Christian University
service to the callers.
It is crucial for Novotel Bandung to be concerned about increasing
the number of staff and providing more time for reservation service in
order to make each call directly handled and to open the chance to
increase room occupancy. Regarding the proposed solution of increasing
the number of staff, the best solution is hiring trainees as reservation staff.
I totally agree with an article entitled Training (par.3) Training programme
can help the trainees to improve their capability, capacity, and
performance. Hiring trainees in reservation department can help
reservation to improve their performance to handle more callers and more
matters more effectively and efficiently. As they are trained specifically for
the hotel’s purposes. Furthermore, the callers have no need to wait too
long to talk to the reservation staff because of more reservation staff in
charge.
In order to provide longer phone service, I decided to choose
having reservation available for 24 hours. In my opinion, having
reservation available for 24 hours can give good effects for the hotel and
the customers. First, the hotel can get the higher level of inhabited rooms
so that they can increase the hotel revenue. It is proven from an article
entitled Other Hotel Operation Part. II which states that “One of the
reservation functions is to accommodate the guests to get their rooms as
to increase the hotel room occupancy as high as possible” (par.15).
Besides, the guest’s complaints will decrease because the callers can talk
to the reservation staff anytime they want without any phone line holding
17
Maranatha Christian University
or having to wait for a long time. Moreover, the guests can talk to the
reservation staff to reserve a room or ask about any information anytime
they need without having to think about office hours. Furthemore, the
callers from different time zone can also speak to the reservation staff
without having to think about the time differences between their country
and Indonesia, Bandung in particular. Therefore, Novotel Bandung can
have bigger possibilities to win the competition in the hotel business.
18
Maranatha Christian University
BIBLIOGRAPHY
Printed Source
Cascio, Wayne F. and Herman Aguinis. Applied Psychology in Human
Resource Management. New Jersey: Pearson Prentice Hall, 2005.
Culbreth, John.R, and Lori L. Brown. State of The Art in Clinical
Supervision. New York: Taylor and Francis Group, LLC, 2010.
Electronic Sources
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