The Role of the Receptionist in Providing Services to Guests at Hotel X Belitong

Abstract

With the development of Belitung, it also affects the competition between hotel managers  in attracting tourists to stay at the hotel they manage which is available where the Hotel is a  commercial accommodation facility intended as a temporary living facility. The length of time  consumers stay at a hotel varies, depending on several things, including consumer interests and  hotel attractiveness. Therefore, the good and bad of the hotel depends on the service provided to  visitors. The role of the receptionist is necessary for the hotel to serve guests, because for guests  the receptionist is the first person to contact during their stay if they need anything. This study  aims to determine the role of receptionists in providing services to guests at Hotel X Belitong. In  this study the method used is a qualitative method. The result in this study is that there is a standard  operating procedure in carrying out services to guests so that guests feel more comfortable when  receiving services. In maintaining the service, the receptionist will reconfirm whether the form of  service provided is appropriate or there is still something unresolved. The form of communication  seen is the Courtesy call attitude carried out after the guest enters the room for approximately 15  minutes to ensure the condition of the room is a problem or not. apply a standard model that guides  in serving guests, namely the L.E.A.R.N Model.