OPTIMALISASI PERANAN FRONT OFFICE DALAM MELAYANI TAMU CHECK IN DAN CHECK OUT DI GRAND KARTINI HOTEL BUKITTINGGI

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The influences of rapid changes in the tourism and hospitality industry, particularly
the hospitality problem, require rapid reactions to hotels in the face of changes, cultural values
shifts, social conditions and business globalization as well as economic growth on a micro and
macro scale.The hotel as one of the supporting tourism activities in the service aims to meet
the needs of the guests who come and want a place to stay (accommodation), eat, drink and
other services contained in the hotel.
As a company engaged in services, a hotel trying to realize the maximum profits, for
it is required to prioritize the quality of service to its guests. If we provide good service, then
the guests will also be a good promotional tool for the hotel. And ultimately the hotel can
make a profit with the arrival of new customers. To achieve these objectives then as a hotel
employee should be required to become a professional manpower. Basically the hotel is in
need of a professional workforce that has the expertise, skills and high discipline.
To obtain professional staff, at this time has stood many tourism institutions that
have majors Hospitality majors, as well as many established professions courses that have
majors. To become a professional workforce, in addition to obtained from the science in
college, also obtained from On The Job Training (internship) in star hotels, thus can practice
the direct knowledge gained in college. Nevertheless, the services in the Front Office still need
to be upgraded and there is still much to keep in mind, both from within the Front Office
Department itself or in connection with the services of guests or with other departments in the
hotel.
Basically, guests will feel very happy and satisfied if they get the best service, where
the service especially the Front Office is its own impression and the main for them so that the
main factor to determine whether they will stay, extend the length of their stay at the hotel and
of course the most expected one day they will certainly come back to stay at the hotel by
bringing more members of the group.For that the first impression when first arrived at the
hotel obtained from the front office in welcoming their arrival is a factor that determines the
satisfaction of guests in making decisions.
Key Word : Hotel, Service,Employee and Facility.