PENANGANAN KELUHAN TAMU OLEH ROOM ATTENDANT DI HOTEL FOUR POINTS BY SHERATON BATAM

Abstract

Hotels are public accommodation facilities for tourists by providing room service, providing rooms and drinks as well as accommodation on payment terms. The quality of service is the main thing seen by guests who stay. Therefore, every hotel property always improves its skills regarding existing service standards and facilities. Four Points Hotel By Sheraton Batam is a 4 star hotel that stands right in the Nagoya Panorama Complex, Jodoh River, Batam City. The Four Points By Sheraton Batam hotel is not free from various complaints from guests. And the results of research conducted include room attendants handling complaints. And handling complaints that occur due to services and facilities. By using 4 methods, namely heat them out, empathize, apologize, take appropriate action and follow up, we hope to be able to handle guest complaints using these 4 methods. Although this does not rule out the possibility of complaints occurring in the future because this cannot be avoided. This research uses qualitative research methods. Data collection is carried out by observing and continuing with interviews and documentation.
Keywords: handling, hotel, room attendant.