DAFTAR ISI

Halaman

HALAMAN JUDUL............................................................................... i

LEMBAR PENGESAHAN TUGAS AKHIR......................................... ii

LEMBAR PERNYATAAN.................................................................... iii

KATA PENGANTAR............................................................................. iv

DAFTAR ISI........................................................................................... vi

DAFTAR GAMBAR............................................................................... viii

BAB I PENDAHULUAN....................................................................... 1

1.1 Latar Belakang.............................................................................. 1

1.2 Rumusan Masalah......................................................................... 4

1.3 Tujuan........................................................................................... 4

1.4 Manfaat......................................................................................... 4

BAB II TINJAUAN PUSTAKA.............................................................. 5

2.1 Hotel............................................................................................. 5

2.1.1 Pengertian Hotel.................................................................. 5

2.1.2 Klasifikasi Hotel.................................................................. 6

2.1.3 Jenis Hotel........................................................................... 8

2.1.4 Aktivitas & Fasilitas Hotel.................................................. 11

2.1.5 Departemen Hotel................................................................ 13

2.2 Front Office................................................................................... 14

2.2.1 Pengertian Front Office........................................................ 14

2.2.2 Peranan Front Office............................................................ 15

2.2.3 Struktur Organisasi, Tugas, dan Tanggung Jawab.............. 17

2.2.4 Syarat-syarat Front Office................................................... 21

2.3 Guest Relation Officer.................................................................. 22

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 2.3.1 Pengertian Guest Relation Officer....................................... 22

2.3.2 Ruang Lingkup Kegiatan Guest Relation Officer................ 23

2.3.3 Klasifikasi Menjadi Seorang Guest Relation Officer.......... 24

BAB III PEMBAHASAN....................................................................... 25

3.1 Gambaran Umum Hotel............................................................... 25

3.1.1 Sejarah Hotel Aria Gajayana Malang.................................. 25

3.1.2 Visi dan Misi Hotel Aria Gajayana Malang........................ 25

3.1.3 Lokasi Hotel Aria Gajayana Malang................................... 26

3.1.4 Fasilitas Hotel Aria Gajayana Malang................................. 27

3.1.5 Struktur Organisasi Hotel Aria Gajayana Malang............... 32

3.2 Jenis Komplain Tamu di Hotel Aria Gajayana Malang................ 37

3.3 Peranan Guest Relation Officer dalam Penyelesaian Komplain

Tamu............................................................................................. 37

BAB IV PENUTUP................................................................................. 42

4.1 Kesimpulan................................................................................... 42

4.2 Saran............................................................................................. 42

DAFTAR PUSTAKA.............................................................................. 43

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