OPTIMALISASI PERANAN FRONT OFFICE DALAM MELAYANI TAMU CHECK IN DAN CHECK OUT DI GRAND KARTINI HOTEL BUKITTINGGI

Abstract

The influences of rapid changes in the tourism and hospitality industry, particularly the hospitality problem, require rapid reactions to hotels in the face of changes, cultural values shifts, social conditions and business globalization as well as economic growth on a micro and macro scale.The hotel as one of the supporting tourism activities in the service aims to meet the needs of the guests who come and want a place to stay (accommodation), eat, drink and other services contained in the hotel. As a company engaged in services, a hotel trying to realize the maximum profits, for it is required to prioritize the quality of service to its guests. If we provide good service, then the guests will also be a good promotional tool for the hotel. And ultimately the hotel can make a profit with the arrival of new customers. To achieve these objectives then as a hotel employee should be required to become a professional manpower. Basically the hotel is in need of a professional workforce that has the expertise, skills and high discipline. To obtain professional staff, at this time has stood many tourism institutions that have majors Hospitality majors, as well as many established professions courses that have majors. To become a professional workforce, in addition to obtained from the science in college, also obtained from On The Job Training (internship) in star hotels, thus can practice the direct knowledge gained in college. Nevertheless, the services in the Front Office still need to be upgraded and there is still much to keep in mind, both from within the Front Office Department itself or in connection with the services of guests or with other departments in the hotel. Basically, guests will feel very happy and satisfied if they get the best service, where the service especially the Front Office is its own impression and the main for them so that the main factor to determine whether they will stay, extend the length of their stay at the hotel and of course the most expected one day they will certainly come back to stay at the hotel by bringing more members of the group.For that the first impression when first arrived at the hotel obtained from the front office in welcoming their arrival is a factor that determines the satisfaction of guests in making decisions. Key Word : Hotel, Service,Employee and Facility.