PENGARUH PROFESIONALISME RECEPTIONIST DAN GUEST RELATION OFFICER TERHADAP KEPUASAN PELANGGAN PADA SUATU HOTEL BERBINTANG LIMA

Abstract

Abstract:The influence of the Receptionist and Guest Relation Officer’s Professionalism
on the Customer’ Satisfaction at a five-star hotel. Hotel is one of the important stakeholders
in tourism hotel industry which sells services and facilities for stay. As one of the supporting
means which sells services and facilities, customers’ satisfaction is very important.A hotel
usually consists of departments, each of which has certain tasks, but are interrelated to
one another. One of the departments is front office department. In order to give satisfaction
to costumers, a SOP (standard operational procedure) was made as a reference for the
employees to provide good service including the receptionist and guest relation officer. This
research aims to measure the influence and significance of professionalism of the receptionist
and guest relation officer on the costumers’ satisfaction. The method used in the research
is quantitative

research, while the data were collected using questionnaire distributed to
costumers’ and the data were analyzed with SPSS (statistical product and service solutions).
The researcher used some formulas such as, normality test, simple regression test, and
multiple regression test. The conclusion that can be drawn is that there is a strong correlation
and significant influence between receptionist professionalism and guest relation officer on
costumers’ satisfaction