Apriliani, Ayu (2023) IMPLEMENTASI PELAYANAN PRIMA BAGIAN FRONT OFFICE DI COCONUT ISLAND CARITA. D3 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
Excellent service is the company's ability to provide services according to predetermined standards to maximize customer satisfaction. With excellent service, it certainly makes guests who stay feel comfortable and feel valued. This final project aims to examine how the implementation of excellent service in the front office at Coconut Island Carita and the obstacles faced by the front office in providing excellent service. The writing method used in this Final Report is a descriptive method supported by primary and secondary data. Data collection is based on interviews, observations, and documentation relating to abilities, attitudes, appearance, attention, actions, and responsibilities. The results of the analysis of the data collected show that Coconut Island Carita is quite good at implementing excellent service at the front office. This has a good impact on the company, resulting in an increase in sales volume, customer satisfaction and customer loyalty. However, the obstacle that often occurs when providing services is a mismatch in the rooms ordered by visitors. Room facilities are not optimal and lack the ability to communicate with foreign guests. Efforts to provide excellent service so that there are no problems, firstly employees must re-confirm guests bookings, secondly rooms must be checked before rooms are filled by guests, finally employees must provide training in advance on foreign languages or when new job registration is opened, foreign languages are required in registering for the front office.
| Item Type: | Thesis (D3) | |||||||||
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| Additional Information: | Pelayanan prima ialah kemampuan perusahaan untuk memberikan pelayanan sesuai dengan standar yang telah ditetapkan untuk memaksimalkan kepuasan pelanggan. Dengan pelayanan yang sangat baik, tentu membuat tamu yang menginap merasa nyaman dan merasa dihargai. Tugas akhir ini bertujuan mengkaji bagaimana implementasi pelayanan prima bagian front office di Coconut Island Carita dan kendala yang dihadapi bagian front office dalam memberikan pelayanan prima. Metode penulisan yang digunakan dalam Laporan Tugas Akhir ini adalah metode deskriptif yang didukung dengan data primer dan sekunder. Pengumpulan data berdasarkan wawancara, observasi, dan dokumentasi yang berkaitan dengan kemampuan, sikap, penampilan, perhatian, tindakan, dan tanggung jawab. Hasil analisis data yang terkumpul menunjukan bahwa Coconut Island Carita cukup baik dalam mengimplementasikan pelayanan prima pada bagian front office. Hal itu memberikan dampak yang baik bagi perusahaan, sehingga terjadinya peningkatkan volume penjualan, kepuasan konsumen, dan loyalitas konsumen. Namun kendala yang sering terjadi saat memberikan pelayanan adalah terjadinya ketidaksesuaian kamar yang dipesan oleh pengunjung. Fasilitas kamar yang belum optimal dan kurangnya kemampuan berkomunikasi dengan tamu asing. Upaya dalam memberikan pelayanan prima agar tidak terjadi kendala, pertama karyawan harus melakukan konfirmasi ulang mengenai bookingan kepada tamu, kedua harus dilakukan pengecakan kamar sebelum kamar diisi oleh tamu, terakhir para karyawan harus diberikan pelatihan terlebih dahulu mengenai bahasa asing atau ketika dibuka pendaftaran kerja baru, bahasa asing dijadikan syarat dalam mendaftar bagian front office. | |||||||||
| Uncontrolled Keywords: | Pelayanan Prima, Front Office, Coconut Island Carita. Excellent Service, Front Office, Carita Pulau Kelapa. | |||||||||
| Subjects: | H Social Sciences > HB Economic Theory | |||||||||
| Divisions: | 05-Fakultas Ekonomi dan Bisnis 05-Fakultas Ekonomi dan Bisnis > Program Diploma III Marketing |
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| Depositing User: | Mrs Ayu Apriliani | |||||||||
| Date Deposited: | 08 Aug 2023 16:33 | |||||||||
| Last Modified: | 09 Aug 2023 11:07 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/27668 |
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