Agung Sulistyo
Fitri Dwi Kusumawati


Front office menjadi departemen yang berperan penting dalam pelayanan tamu. Departemen ini memiliki beberapa divisi, seperti: greeter and bell boy, front desk attendant, telephone operator dan guest relation officer. Sebagai salah satu bagian dari front office, keberadaan guest relation officer (GRO) sangatlah penting. Salah satu tugas penting yang dijalankan adalah memastikan tamu mendapatkan layanan terbaik. Standar layanan yang jelas perlu disusun untuk menciptakan kepuasan. Penelitian ini bertujuan untuk melihat standar layanan yang diberikan guest relation officer dalam menciptakan kepuasan tamu hotel. Desain kualitatif dengan pendekatan studi kasus digunakan dalam penelitian ini. Fokus penelitian ini membuka selubung praktek layanan Guest Relation Officer (GRO) pada Hotel Kirana Yogyakarta. Kegiatan wawancara semi terstruktur digunakan dalam penelitian ini. Beberapa instrument menjadi tema utama antara lain: responsiveness, reliability, assurance, empathy dan tangible. Informan dalam penelitian ini adalah staff Guest Relation Officer yang berjumlah tiga orang. Metode Miles Huberman dan Triangulasi digunakan dalam analisa dan validasi data penelitian. Beberapa instrument yang digunakan telah sepenuhnya diterapkan oleh Hotel Kirana Yogyakarta. Instrument tersebut secara nyata menjadi aspek yang mampu menciptakan kepuasan tamu. Hasil penelitian ini dapat digunakan sebagai panduan dalam menerapkan konsep layanan berkualitas guna menciptakan kepuasan tamu.


How to Cite
Ristanti, R., Sulistyo, A., & Kusumawati, F. D. (2024). ANALISA LAYANAN FRONT OFFICE DALAM MENCIPTAKAN KEPUASAN TAMU DI HOTEL KIRANA YOGYAKARTA. Jurnal Sains Manajemen, 6(1), 1-10.


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