ALIA BAHALWAN
(2004)
THE ROLE OF RESERVATION AND RECEPTION SECTIONS IN FRONT OFFICE DEPARTMENT OF ELMI HOTEL SURABAYA IN INCREASING SERVICE QUALITY.
Tugas Akhir D3 thesis, Universitas Airlangga.
Abstract
ELMr Hotel is one of the most famous hotels in Surabaya. The hotel is known for its friendly and warm greetings, comfortable rooms, and delicious meal that are packed in very reasonable prices.
The hotel provides only the best to their customers. The professional service providers and services are intended to fill their guests hopes and needs, from the first time they drive through ELMI'S front gate until the time to check out and leave.
Because hotel business is a part of the service industry, the competition among hotels are the answer to the questions of which hotel serves best and how many guests and profits that it gets in a month. In order to be the best in serving and profits, hotels must focus more to the quality of their selViees and selViee providers. Excellent selVice is the answer to achieve it
Exeellent selViee is the maximum effort that a selViee provider from a company of service industry can give to fill in customers hopes and needs for satisfaction. There are few things that selVice providers must notice in producing the satisfactory services.
To increase the quality of their offered selViee, they must increase their own, first ReselVation and Reception Sections in Front Office Department, service providers that have to meet face to face with their customers carry a heavier burden than the others. The efforts to increase the quality ofservice start from the optimal daily job operational, the better relationship with their gue~is by increasing the effectiveness of customer service, and the mutual relation to other
sections that involve directly to the quality ofservice. By increasing the mentioned qualities, the quality of service itself will he more valued than it is before. ELM! Hotel SuralYaya has applied the training to each of it employees, especially to the front liners as Reservation and Reception Sections, very well. The fmal result is satisfaction. The satisfaction level can be counted by the more number ofthe corning guests I C\L~tomers ofELM1 Hotel from time to time. The image of ELM! Hotel Surabaya today is public's thought and mind is already in the right track with the one that have been extended for all this long by its founder and owner since the planning ofthe hotel, that is the hotel's perfection.
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