Penerapan Pelayanan Prima Pada Penanganan Tamu Kantor di Bagian Resepsionis

Abstract

Service Excellent is a form of service as an act of company concern for customers or guests to fulfill their satisfaction. With service excellent, it certainly makes guests who come feel comfortable and feel very appreciated. The service excellent provided includes attitude, attention, action, ability, appearance and responsibility. This study aims to examine how guest service is at the reception desk of the company, whether to apply service excellent in serving guests who come so that they feel comfortable and satisfied which has an impact on a good corporate image in guest service. Things that are studied such as how to serve guests who come, know the identity and types of guests, and know the follow-up to the reception of guests who come. The approach method used in this research is descriptive observation. From the results obtained, it can be concluded that service excellent has been implemented in guest services by the receptionist, especially in the following three points; 1) Ethics in serving guests, receptionists must pay attention to their appearance and attitude when receiving guests, use good and standard language when talking to guests. 2) Identity and types of guests, the receptionist must know the identity of each guest who comes and the purpose of the guest visiting the company in a polite and friendly manner. 3) Follow-up to the reception, the receptionist must be able to prepare a room for waiting guests when the guest has to wait for the person to be met, be tactful and polite to each guest especially when they are impatient to wait and always try to make guests feel happy and not bored.