Abstract

 
 Abstract
 The aim of this research is to determine the competitiveness and strategy to increase the competitiveness aspect of Front Office and Housekeeping Department especially room attendant section at Prama Sanur Beach Hotel, based on MEA 2015 drives competition between all labors more increasing. This research also based on the Front Office staff largely had above 20 years of service and had age above 45 years . The located of this research was in Prama Sanur Beach Hotel, Cemara street, Sanur Village, Denpasar. The tecnique of collecting data were observation, interviews, documentation and questionare.The technique of sampling in this research used quota and incidental sampling. The kind of data are qualitative and quantitative data, while source of data are primary data and secondary data. This research used descriptive analysis, data reduction, likert scale analysis and SWOT Analysis Based on the results of this research, Guest Service Attendant has score 4,30 category very good, Concierge has score 4,11 category good, GuestRelation Officer has score 4,30 category very good, Telepon Operator has score 3,94 category good and the average score is 4,15 category good and be able to have improvement. Room Attendant has score 4,15 category good and be able to have improvement. Some main strategy in Front Office there are departemental training, section training, refreshment training, handling complaint training, internal trainer, and employes sertification. Strategy in Housekeeping Department there are departemental training, handling guest complaint training, internal trainer, employes sertification, outing intern department program.
 
 Keywords : Competitiveness, Labor, Front Office Department, Housekeeping Department
Highlights
Masyarakat Ekonomi Asean (MEA) pada dasarnya adalah upaya untuk membentuk pasar bebas antaranegara–negara Asia Tenggara, seperti biaya masuk barang dan jasa akan dihapus
This research also based on the Front Office staff la rgely had a bove
20 years of service a nd had a ge above 45 years
Summary
Berdasarkan data pada tabel 1.3 tersebut, jumlah karyawan di hotel tersebut adalah 401 orang yang terdiri dari 10 departemen. Front Office dan Housekeeping Department khusunya room attendant, dan merupakan departemen yang pertama kali berkomunikasi dengan tamu hotel. Menurut Adi Soenarno (2006:2), Front Office adalah departemen yang bertugas menangani tamu yang akan menggunakan kamar, mulai dari reservasi, penyambutan (receptionist), tamu datang (check in), sampai tamu meninggalkan hotel (check out). Selanjutnya pengertian room attendant menurut Chair (2017:183) adalah salah satu section yang bertugas dan bertanggung jawab terhadap kebersihan, kerapian dan pemeliharaan kamar, jadi kontak dengan tamu akan sering terjadi dibagian ini. Tata graha atau Housekeeping Department menurut Sugiarto (2001:35) adalah salah satu bagian di dalam sebuah hotel yang menangani hal–hal yang berkaitan dengan keindahan, kerapian, kebersihan, kelengkapan, seluruh kamar serta area umum lainya agar seluruh tamu dan karyawan dapat merasa aman dan nyaman berada di dalam hotel. Dominasi tenaga kerja lokal pada 2 departemen tersebut yaitu dapat dilihat pada tabel 4 berikut
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