The significance of receptionists' roles, as part of front office department, at Karibia Boutique Hotel, Medan

Ong, Yuliana Hermanto (2021) The significance of receptionists' roles, as part of front office department, at Karibia Boutique Hotel, Medan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Receptionists in hotel are the ones that handle the check-in and check-out of the guests, complaints/problems from the guests, provide central information of the hotel, fulfill the needs and requests from the guests. In addition, they are also the first encounter of guests. The objective of this research is to prove the significance of receptionists’ roles at Karibia Boutique Hotel, Medan. Front office department, in which receptionists are part of it, is the first impression that will be given to guests; serving as the centre of hotel, providing any information as well as answering inquiries being asked to this front office. This research is conducted by using qualitative research with exploratory study and data collection method of grounded theory and triangulation. The writer has collected data through interview sessions toward front office department, questionnaires to other departments and guests in Karibia Boutique Hotel, Medan. The result of this research shows that receptionists’ roles are considerably significant in Karibia Boutique Hotel. They are the very first impression given for guests and receptionists’ roles involve more roles compared to those of other departments in hotel. Each department has their own roles and how they depend on each other with receptionists despite different significance in order to provide a satisfied service. Recommendation from the writer toward this hotel is to conduct more training or workshop as purpose to increase receptionists’ skills, practice and courtesy. They also need to observe more about recruiting the right candidate with the right and suitable hospitality background to be hired in the right position./Resepsionis di hotel adalah orang yang menangani check-in dan check-out tamu, komplain/masalah dari tamu, pusat informasi hotel, memenuhi keperluan dan keinginan tamu. Mereka juga adalah pertemuan pertama dengan tamu-tamu. Objektif penelitian ini adalah untuk membuktikan pentingnya peranan-peranan resepsionis di Karibia Boutique Hotel, Medan. Departemen kantor depan, dimana resepsionis tergolong di dalam, adalah kesan pertama diberikan kepada tamu; pelayanan sebagai pusat hotel, menyediakan informasi apapun, juga menjawab pertanyaan-pertanyaan yang ditujukan ke kantor depan ini. Penelitian ini dilakukan dengan metode penelitian kualitatif dengan studi eksplorasi dan metode pengumpulan data dari teori dasar dan triangulasi. Penulis telah mengumpulkan data melalui sesi wawancara terhadap departemen kantor depan, kuesioner kepada departemen-departemen lain dan tamu-tamu di Karibia Boutique Hotel, Medan. Hasil penelitian menunjukkan bahwa peranan-peranan resepsionis sangat penting di Karibia Boutique Hotel. Mereka adalah kesan pertama yang diberikan kepada tamu dan peranan resepsionis terlibat lebih banyak lagi ke departemen-departemen lain di hotel. Setiap departemen mempunyai peranan mereka dan bagaimana mereka tergantung satu sama lain dengan resepsionis meskipun kepentingan yang berbeda untuk menyediakan pelayanan yang memuaskan. Rekomendasi dari penulis terhadap hotel adalah untuk melaksanakan lebih banyak pelatihan atau lokakarya bertujuan untuk meningkatkan keterampilan resepsionis, praktek dan sopan santun. Mereka juga memerlukan observasi lebih mengenai perekrutan kandidat yang benar dan sesuai latar belakang perhotelan agar direkrut di posisi yang benar.

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