PERAN RESERVASI DALAM MENINGKATKAN PELAYANAN TERHADAP TAMU DI HOTEL NOVOTEL LAMPUNG

  • Nina Noviastuti Akademi Pariwisata Dharma Nusantara Sakti (AKPARDA) Yogyakarta
  • Desy Agustina Cahyadi Akademi Pariwisata Dharma Nusantara Sakti (AKPARDA) Yogyakarta
Keywords: Reservation, Front Office, Coming Back

Abstract

The role of a reservation at a hotel to provide services to guests so that guests get everything promised by the hotel and realize the purpose of a hotel that guests can come back. This research is presented descriptively to obtain an overview of various information relating to the provision of services to hotel guests. Data collection methods use documentation, observation, interviews and literature study. The data obtained is then analyzed and presented descriptively. The results showed that a reservation has a significant role in providing services to guests, because the front office department has direct contact and will give first and last impressions to guests who come. A reservation must be able to provide good service to guests, so that the hotel is never quiet and makes many hotel guests who are customers who have been able to come back to the hotel for years.

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Published
2020-07-23