Peran Front Desk Agent dalam Menangani Keluhan Tamu di Front Office Aston Jember Hotel & Conference Center

Nafila Eka Akasia; Syah Riza Octavy Sandy

doi:10.47134/pjpp.v1i1.1896

Authors

Nafila Eka Akasia Universitas Muhammadiyah Jember
Syah Riza Octavy Sandy Universitas Muhammadiyah Jember

DOI:

https://doi.org/10.47134/pjpp.v1i1.1896

Keywords:

Front Desk Agent, Keluhan Tamu, Hotel

Abstract

Tugas akhir ini berjudul peran front desk agent dalam menangani keluhan tamu di front office Aston Jember Hotel & Conference Center”. Penelitian ini menggunakan teknik pengambilan data berupa metode observasi dan metode training, wawancara, dokumentasi dengan teknik analisis data deskriptif. Berdasarkan hasil pengamatan dapat dijelaskan kesimpulan bahwa Front Desk Agent adalah section yang berada dalam front office department yang mempuyai tugas untuk menangani kebutuhan tamu dengan pelayanan yang baik. Peran Front Desk Agent dalam penanganan keluhan tamu di Aston Jember Hotel & Conference Center dengan ramah menerima keluhan tamu dan memberikan penyelesaian masalah yang di keluhkan oleh tamu dengan cepat dan tepat sesuai prosedur, baik secara langsung saat didepan tamu maupun melalui bagian terkait sesuai keluhan tamu.

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