Fungsi Guest Relations Officer Hotel Dalam Meningkatkan Kepuasan Pelanggan (Studi pada Klub Bunga Butik Resort Batu)

, YULIANTI (2008) Fungsi Guest Relations Officer Hotel Dalam Meningkatkan Kepuasan Pelanggan (Studi pada Klub Bunga Butik Resort Batu). Other thesis, University of Muhammadiyah Malang.

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Abstract

Growth from business world show the level of excelsior and kompetitif with the wide sector coverage. This growth also felt tourism world. Where industrial world tourism represent the industry consisted of to [by] with refer to the company yielding different product or service one otherly. These days frequently we meet the term of Guest Relations Officer which of course in this case many used by hotel have star, where Guest Relations Officer is staff handling guest requirement peculiarly in order to improving service to consumer. And [pass/through] the Guest Relations Officer will be reached for many definitive advantage will be obtained from hotel using the Guest Relations Officer. [In] hotel of Klub Bunga Butik Resort Batu of Guest Relations Officer under control of Public Relations. Side of Management of hotel of Klub Bunga Butik Resort Batu try to give the service to guest maximally through various department one of them Guest Relations Officer. This Matter also conducted to maintain even improve the loyalitas of customer or this hotel guest through the the service. From phenomenon above, researcher interested to lift the problems is how " function of Guest Relations Officer Klub Bunga Butik Resort Batu in improving customer satisfaction". Target of this research is to deskriptions of function of Guest Relations Officer Klub Bunga Butik Resort Batu in improving customer satisfaction. This research use the approach qualitative with the case study method. Where case study comprehended as approach to study, to explaining, or interpretation of ' case' in its context is natural without existence of intervention from outside party. Researcher behave openly to any kind of which emerge. By using case study approach, this research cope to express the function of Guest Relations Officer which implementation in Klub Bunga Butik Resort Batu in improving customer satisfaction. Interview the, observation, and documentation used as by a data collecting technique. Informan election conducted by purposive, namely through various certain criterion and consideration. Analyse the data used is Like clarification above, this research use the tekhik analyse the Data Discount ( Data Reduction), Data Presentation (The Data Display), Verification ( Conclusion Drawing). While technique of data authenticity used namely Trianggulasi of is Source of. Result of this research is inferential that Function of Guest Relations Officer in Klub Bunga Butik Resort Batu of there is two namely to show the caring and attention to all hotel guest, what implementation through the duties of Guest Relations Officer Klub Bunga Butik Resort Batu of like Escort the Guest to Room and Site Inspection. Second of this duty each other interconnected one another, with the existence of second this duty is felt enough assist the customer in fulfilling their requirement is moment reside in the hotel of Klub Bunga Butik Resort Batu. While function of second Guest Relations Officer namely to give the prima service to guest of hotel have star, what implementation through the duty of Guest Relations Officer Klub Bunga Butik Resort Batu namely Confirm the Ticket and Banquet event order. Through both function of Guest Relations Officer Klub Bunga Butik Resort Batu enough can improve the good relation with its customer, because service given good enough to customer so that of customer relations, watering down requirement of customer of moment r customer require the aid, and can grow the more trust its customer.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Social and Political Science > Department of Communication Sience
Depositing User: Anggit Aldila
Date Deposited: 23 Apr 2012 02:45
Last Modified: 23 Apr 2012 02:45
URI: http://eprints.umm.ac.id/id/eprint/2621

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