PERANAN RECEPTIONIST PADA FRONT OFFICE DEPARTEMENT HOTEL GRAND ZURI PEKANBARU

Abstract

Grand Zuri Hotel Pekanbaru is part of PT. Zuri Hospitality Management (ZHM). This hotel has the highest level of guest complaints at the front office department. This is caused by a problem in the receptionist. This study was conducted to determine the role of the receptionist and the problems faced by receptionists at the front office department. Data were obtained from in-depth interviews with front office managers, front office supervisors, receptionists and regular guests, as well as direct observation and documentation. Then the data obtained were analyzed using an interactive model consisting of three steps: data reduction, data presentation, and conclusion. Research shows that the receptionist at this hotel works as an operator, reservation, cashier and informant. This causes the receptionist can not work optimally and the hotel often received complaints from guests.
Keywords: Role, Receptionist, Front Office, Hotel