ANALISIS HANDLING COMPLAIN TERHADAP KUALITAS PELAYANAN FRONT OFFICE DEPARTEMENT GOLDEN BOUTIQUE HOTEL KEMAYORAN

RAAFI ARDIANSYAH, . (2022) ANALISIS HANDLING COMPLAIN TERHADAP KUALITAS PELAYANAN FRONT OFFICE DEPARTEMENT GOLDEN BOUTIQUE HOTEL KEMAYORAN. Diploma thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penulisan tugas akhir ini bertujuan untuk mengetahui bagaimana alur handling complaint yang dilakukan oleh departemen kantor depan di Golden Boutique Hotel Kemayoran, bagaimana kualitas handling complaint yang dilakukan oleh departemen kantor depan di Golden Boutique Hotel Kemayoran, dan apa kendala yang dihadapi dalam menangai handling complaint yang dilakukan oleh departemen kantor depan di Golden Boutique Hotel Kemayoran. Hasil dari penelitian ini menunjukkan bahwa dalam melakukan handling complaint, departemen front office Golden Boutique Hotel Kemayoran telah mengimplementasikan metode HEAT dengan cukup baik. Namun, masih terdapat kendala yang dihadapi seperti kurangnya komunikasi antar departemen sehingga menyebabkan pihak front office tidak bisa memberikan informasi kepada tamu ketika penyelesaian masalah tersebut sudah diselesaikan. ****************************** This final project aims to find out how the flow of complaint handling carried out by the front office department at Golden Boutique Hotel Kemayoran, how the quality of complaint handling carried out by the front office department at Golden Boutique Hotel Kemayoran, and what obstacles faced in handling complaint handling carried out by front office department at Golden Boutique Hotel Kemayoran. The results of this study indicate that in handling complaints, the front office department of Golden Boutique Hotel Kemayoran has implemented the HEAT method quite well. However, there are still obstacles faced, such as the lack of communication between departments, causing the front office to be unable to provide information to guests when the problem has been resolved.

Item Type: Thesis (Diploma)
Additional Information: 1). Lala Siti Sahara, M.Si.
Subjects: Ilmu Sosial > Pariwisata
Divisions: FIS > D IV Usaha Perjalanan Wisata
Depositing User: sawung yudo
Date Deposited: 18 Oct 2024 03:24
Last Modified: 18 Oct 2024 03:24
URI: http://repository.unj.ac.id/id/eprint/51669

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