UPAYA TELEPHONE OPERATOR DALAM MENINGKATKAN KUALITAS PELAYANAN DI JAMBULUWUK MALIOBORO HOTEL YOGYAKARTA

  • Humaera Silvia Maristy Akademi Pariwisata Dharma Nusantara Sakti (AKPARDA) Yogyakarta
  • An-Nisa Yasmin Syifanisena Akademi Pariwisata Dharma Nusantara Sakti (AKPARDA) Yogyakarta
Keywords: Sevice, Image Hotel, Telephone Operator, SOP

Abstract

Jambuluwuk Malioboro Boutique Hotel is a four-star hotel under the management of PT ARCS House, which provides five-star hotel facilities and services. Telephone Operators are one of the information providers, receiving reservations and conveying information are the main keys to supporting the business. A telephone operator must uphold the company's image and contribute in improving the hotel image. This study uses descriptive analysis to provide an overview of the situation and events that have been observed. To obtain data in this study, using data collection techniques through observation, interviews and literature review. From the results and analysis of research, the duties and responsibilities of Telephone Operators in general at the Jambuluwuk Hotel Malioboro Yogyakarta are receiving incoming calls, handling local, long distance and international calls, connecting telephone calls, delivering messages, providing information to guests, and sending lost & found . Besides that telephone operators also have responsibilities related to skills, ethics, grooming standards, and SOPs that need to be considered, mastered, and carried out.

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Published
2020-07-23