PROCESS OF HANDLING CHECK-IN AT FABU HOTEL BANDUNG
Transcript of PROCESS OF HANDLING CHECK-IN AT FABU HOTEL BANDUNG
PROCESS OF HANDLING CHECK-IN AT
FABU HOTEL BANDUNG
FINAL PAPER
Submitted to fulfill one of the requirements
to obtain the Diploma III Degree Program
By:
PAUL BERNARD PARTOMUAN SITUMORANG
Student Registration Number: 201621315
HOSPITALITY DEPARTMENT
ROOM DIVISION MANAGEMENT
SEKOLAH TINGGI PARIWISATA
BANDUNG
2019
VERIFICATION SHEET
FINAL PROJECT TITLE
PROCESS OF HANDLING CHECK-IN AT FABU HOTEL BANDUNG
NAME : Paul Bernard Partomuan Situmorang
NIM : 201621315
STUDY PROGRAM : Room Division Management
Supervisor I,
Wanti Arum Wanti, S.Sos., MM.Par.
NIP. 19650814 199703 2 002
Supervisor II,
Dra. Kuswardhani, M.Ed.
NIP. 19550125 198603 2 001
Acknowledging,
Head of Academic, Administration and
Student Affairs
Andar Danova L. Goeltom, S.Sos., M.Sc
NIP.19710506 199803 1 001
Approving,
Director of Bandung Institute of Tourism
Faisal, MM.Par.,CHE
NIP. 19730706 199503 1 001
LETTER OF DECLARATION
Signed by:
Name : Paul Bernard Partomuan Situmorang
Place / Date of Birth : Bandung, September 18th, 1998
NIM : 201621315
Study Program : Room Division Management
I hereby declare that:
1. Final Project / Final Project / Thesis entitled: "PROCESS OF HANDLING CHECK-IN AT FABU HOTEL BANDUNG"
This is the work and result of my own research, not the result of plagiarism,
quotation, compilation by other people or parties or other methods that are not
in accordance with the academic provisions that apply in Sekolah Tinggi
Pariwisata Bandung and ethics that apply in scientific society except the
directives from Supervisor Team.
2. In this Final Project / Final Project / Thesis there are no works or opinions that
have been written or published by other people or parties except clearly
written as references in the manuscript with stated sources, names of authors
and included in the bibliography.
3. I made this statement in full, if in this Final Project / Final Project / Thesis
script is found a violation of what I stated above, or a violation of scientific
ethics, and / or there is a claim to the authenticity of this text, then I am
willing to accept academic sanctions in the form of revocation of titles that
have been obtained because of this paper and other sanctions in accordance
with the applicable norms at Sekolah Tinggi Pariwisata Bandung and other
related regulations.
4. Thus I make this Statement with full truth and for it to be used properly.
Bandung, August 2019
Stated by
Paul Bernard P. S.
NIM : 201621315
iv
PREFACE
Praise to the Almighty for the mercy and guidance which is given to the
writer to complete this final paper entitled “PROCESS OF HANDLING
CHECK-IN AT FABU HOTEL BANDUNG”. This final paper is written as a
requirement to obtain the Diploma III Degree Program in Room Division
Management, Hospitality Department of Sekolah Tinggi Pariwisata Bandung.
During the process of this research, the writer has received a lot of
assistance from people who really support the writer. The writer would like to
thank to the followings:
1. Mr. Faisal, MM.Par., CHE as Director of Sekolah Tinggi Pariwisata
Bandung
2. Mr. Andar Danova L. Goeltom, S.Sos., M.Sc. as Head of Academic
Administration and Student Affairs of Sekolah Tinggi Pariwisata
Bandung
3. Mr. Edison, S.Sos., MM. as Head of Hospitality Department, Sekolah
Tinggi Pariwisata Bandung
4. Mr. Lucky Karsuki as Head of Room Division Management, Sekolah
Tinggi Pariwisata Bandung
5. Mrs. Wanti Arum Wanti, S.Sos., MM. Par as the first supervisor for
the help, understanding and guidance
6. Mrs. Dra. Kuswardhani, M.Ed as the second supervisor for the help,
understanding and guidance
7. All lecturers of Sekolah Tinggi Pariwisata Bandung, especially from
Room Division Management for the knowledge
8. Mr. Affan, as Front Office Supervisor at Fabu Hotel Bandung for
helping me to get the information in Front Office
9. Fabu Hotel Bandung for allowing me doing the research in front office
department
v
10. My beloved parents, Mr. Edi Situmorang and Mrs. Rismaida
Sitanggang for the prayer and motivation
11. My eldest sister, Lidya Cristina Febriani Situmorang, for helping me in
checking my grammar during writing this research proposal
12. To all my friends, Red Ants, for their help and support during this
research process
Finally, the writer would like to apologize for the imperfection in this
writing and hopefully this final paper could be beneficial for the readers.
Bandung, August 2019
vi
LIST OF CONTENTS
Page
PREFACE .................................................................................................... iv
LIST OF CONTENTS ................................................................................ vi
LIST OF TABLES ...................................................................................... viii
LIST OF FIGURES .................................................................................... ix
LIST OF APPENDICE .............................................................................. x
CHAPTER I INTRODUCTION
A. Background of the Problem ....................................... 1
B. Problem Identification ............................................... 5
C. Objectives of Final Paper Research ........................... 6
D. Method of Research and Techniques
of Collecting Data ...................................................... 6
E. Location and Time of Research ................................. 8
CHAPTER II GENERAL OVERVIEW
A. Profile of Fabu Hotel Bandung .................................. 10
B. Classification of Fabu Hotel Bandung ....................... 11
C. Facilities of Fabu Hotel Bandung .............................. 12
D. Organizational Structure at Fabu Hotel Bandung ….. 14
E. The Overview of Guest Arrival Preparation in Front
Office Department at Fabu Hotel Bandung ............... 19
F. The Overview of Registration Process and Room
Key Handing Over in Front Office Department
at Fabu Hotel Bandung .............................................. 25
vii
CHAPTER III PROBLEM ANALYSIS
A. Analysis of Guest Arrival Preparation in Front
Office Department at Fabu Hotel Bandung .............. 31
B. Analysis of Registration Process and Room Key
Handing Over in Front Office Department at Fabu
Hotel Bandung ……………………………………... 34
CHAPTER IV CONCLUSION AND SUGGESTION
A. Conclusion ................................................................. 38
B. Suggestion .................................................................. 39
BIBLIOGRAPHY ....................................................................................... 41
APPENDIX .................................................................................................. 43
viii
LIST OF TABLES
Table Page
1.1 Front Office Complaint Data at Fabu Hotel Bandung ........................ 4
2.1 Room Types, Total Numbers and Room Rates at
Fabu Hotel Bandung ........................................................................... 12
2.2 Capacity and Size of Meeting Rooms at Fabu Hotel Bandung .......... 14
2.3 Total Employees of Front Office Department at
Fabu Hotel Bandung ........................................................................... 17
2.4 Working Shifts of Front Office Department at
Fabu Hotel Bandung ........................................................................... 19
2.5 First Observation Results of the Guest Arrival Preparation in
Front Office Department at Fabu Hotel Bandung .............................. 23
2.6 Second Observation Results of the Guest Arrival Preparation in
Front Office Department at Fabu Hotel Bandung .............................. 24
2.7 The Guests’ Responses of the Registration Process and Room Key
Handing Over in Front Office Department at Fabu Hotel
Bandung …………………………………………………………….. 29
3.1 First and Second Observation Results of the Guest Arrival
Preparation in Front Office Department at Fabu Hotel Bandung ....... 32
ix
LIST OF FIGURES
Figure Page
2.1 The Organizational Structure of Front Office Deparment at
Fabu Hotel Bandung ........................................................................... 16
x
LIST OF APPENDICE
Appendix Page
1 Interview Guidance ............................................................................... 43
2 Questionnaire for Guests Related to the Registration Process
and Room Key Handing Over at Fabu Hotel Bandung ........................ 44
3 Observation Checklist for Receptionists Related to the Guest
Arrival Preparation at Fabu Hotel Bandung ......................................... 45
4 Profile of Writer .................................................................................... 46
1
CHAPTER I
INTRODUCTION
A. Background of the Problem
Recently, hotel business in Indonesia is developing and expanding
rapidly. It is happening due to the increasing numbers of tourists coming to
Indonesia and staying at hotels. This makes the hotel gain profit and certainly
has a positive impact on the economy of the people in Indonesia.
Ninemeier and Perdue (2005:6) stated: “Hotel is a for-profit
business that rents sleeping rooms and often provides other amenities such as
food and beverage service, swimming pools and exercise rooms, meeting
spaces, business centers, and concierge services”. It is stated previously, hotel
is an accommodation that provides a place to stay and facilities that can meet
guests’ needs. When guests’ satisfactions are fulfilled, undeniably they will
become loyal guests. As a result, more profits are achieved.
In general, hotel has several departments that can support the smooth
operation of the hotel itself. They are Front Office, Food and Beverage,
Houskeeping, Accounting, Marketing, Human Resources and Engineering.
Front Office is one of the departments that can get the biggest income from
the sale of rooms. In relation to it, Hayes and Ninemeier (2007:265) stated:
“Front Office is the department within the hotel responsible for guest
reservations, registration, service and payment”. Based on the theory, it can
be known that front office is responsible to help the guests from the
reservation process until the payment process.
2
In Front Office there are several sections that can support guests'
needs, such as Reception, Guest Relation Officer, Concierge and Telephone
Operator. Each section in the Front Office department has its own duties and
responsibilities. One of the most important sections of Front Office is
Reception. According to Prakoso (2017:45): “Resepsionis adalah salah satu
seksi dari front office yang mempunyai tanggung jawab terhadap
penanganan tamu check-in, stay, sampai check-out.” Receptionist is one of
front office sections that has responsibility for handling check-in, stay, and
check-out guests. From the theory, it can be stated that reception is a section
that has responsibility to handle check-in until check-out.
Every guest who comes and stays at the hotel must do the check-in
first; guests present themselves at a front desk area to have the registration
process. Darsono (2011:129) stated: “Penerimaan tamu merupakan suatu
rangkaian kegiatan dari penyambutan tamu pada saat menghampiri meja
pendaftaraan (registration counter) sampai saat melepas tamu menuju kamar
dengan diantar bellboy.” Handling check-in is a set of activities from
welcoming the guests when approaching the registration desk until when a
receptionist release the guests to the room with the bellboy. From the theory,
it can be known that handling check-in is a process of welcoming guests until
guests leave the front desk area to go to their room.
Therefore, to support the smooth operation, a receptionist must know
or understand the standard operational procedures at the hotel so that a
receptionist knows the steps from the guest coming, staying at the hotel until
the guest leaves the hotel. Sulastiyono (2007:50) stated: “Adapun yang harus
3
diperhatikan dalam proses penerimaan tamu oleh seorang resepsionis antara
lain: 1) Persiapan sebelum tamu datang; 2) Registration (pendaftaran) dan
memberikan kunci kamar.”
There are some steps should be considered in the check-in process by a
receptionist:
1. Preparation before the guest arrives
2. Registration and room key handing over
Based on the observation result and preliminary interview that the
writer has done with front office supervisor of Fabu Hotel Bandung, they
received several complaints related to check-in process. Along with this, it
can be interpreted that the receptionist has not maximally implemented the
check-in Standard Operational Procedure. The following is the result of guest
complaints that the writer has got from the guest comments:
4
TABLE 1.1
FRONT OFFICE COMPLAINT DATA
AT FABU HOTEL BANDUNG
Period of July 2018 – January 2019
PERIODS GUEST COMPLAINTS SOURCES
July I arrived at 2:40 PM to do check
in and my room was not ready
yet. I need to wait for 20 minutes
till my room ready.
Tripadvisor
October I got smoking room when checkin
and the room key isn’t working.
Booking.com
November
Checkin lama, toilet bau Hotel Guest
Comment
December Saya sudah memesan kamar non-
smoking room untuk 2 kamar,
malah dapat smoking room saat
checkin.
Agoda
January Kamar dan lokasi bagus. Hanya
waktu saya menginap saat tahun
baru, resepsionis kurang
persiapan, sistem kartu kamar
yang tidak berfungsi.
Agoda
TOTAL 5
Source: Front Office Department of Fabu Hotel Bandung, 2019
5
Based on the above data, it is assumed that the complaints occurred
because the receptionists did not apply the check-in process appropriately
with the standard operational procedure that had been determined. When the
guests want to check in at 2:40 p.m., the room status is still dirty, so the
guests have to wait for the room to be ready. From this complaint, it is
assumed that the receptionists have not checked and updated the room status
due to the check-in time is 02:00 p.m. In the case of determining the room as
well, the receptionists do not block the room according to the guests’ request,
where the guests book for a non-smoking room, but the receptionists give
them a smoking room. Room key preparation should also be done before the
guests check in, because an electric room key can cause an error in updating
the room number in the room key and it cannot work well when the guests
use it. The check-in process can take a long time due to the lack of
preparation, such as preparing registration cards, guest cards, room keys and
even updating the room status. Therefore, the writer is interested in doing a
research for the Final Paper with the title: “PROCESS OF HANDLING
CHECK-IN AT FABU HOTEL BANDUNG”.
B. Problem Identification
Based on the above problem background that has been described, the
writer decides the problem identification, as follow:
1. How is the process of preparing check-in at Fabu Hotel Bandung?
2. How is the registration process and room key handing over at Fabu Hotel
Bandung?
6
C. Objectives of Final Paper Research
1. Formal Objective
To fulfill one of the academic requirements in semester 6 to complete the
study in Diploma III program at Sekolah Tinggi Pariwisata Bandung.
2. Operational Objective
a. To find out how the process of preparing check-in at Fabu Hotel
Bandung is.
b. To find out how the registration process and room key handing over
at Fabu Hotel Bandung is.
D. Method of Research and Techniques of Collecting Data
1. Method of Research
The method of research used is descriptive method by collecting,
analyzing and presenting the data relating to the problem identifications.
Sudaryono (2017:82) stated: “Metode deskriptif adalah penelitian
terhadap masalah-masalah berupa fakta-fakta saat ini dari suatu
populasi yang meliputi kegiatan penilaian sikap atau pendapat terhadap
individu, organisasi, keadaan, ataupun prosedur.” Descriptive method is
a research on problems of current facts from a population which includes
activities to assess attitudes or opinions of individuals, organizations,
condition, or procedures.
7
2. Techniques of Collecting Data
a. Observation
Observation is an activity to research something directly by using
observation check list. According to Gulo (2010:116): “Pengamatan
(observasi) adalah metode pengumpulan data di mana peneliti atau
kolaboratornya mencatat informasi sebagaimana yang mereka
saksikan selama penelitian.” Observation is a method of collecting
data in which researchers or collaborators record information as they
find out during research.
b. Interview
Interview is used as a way to obtain data with the resourceful person.
Setyobudi and Daryanto (2015:139) stated: “Teknik wawancara
mempunyai kelebihan yakni penanya dapat menerangkan secara
detail pertanyaan-pertanyaan yang diajukan.” The interview
technique has the advantage that the interviewer can explain in detail
about the proposed questions. The writer conducted the interview with
Mr. Affan Bachtiar as Front Office Supervisor at Fabu Hotel
Bandung.
c. Questionnaire
Questionnaire is an efficient datum getting technique where the
respondent can fill in questions and statements given by the writer.
According to Sugiyono (2016:230): “Kuesioner merupakan teknik
pengumpulan data yang dilakukan dengan cara memberi seperangkat
8
pertanyaan atau pernyataan tertulis kepada responden untuk
dijawab.” The questionnaire is a technique of getting data by giving a
set of questions or written statements to the respondent to be
answered.
d. Literature Study
Literature study is a method used by using various kinds of books or
other literatures to support the problems being observed. According to
Arikunto (2006): “Studi pustaka adalah metode pengumpulan data
dengan mencari informasi lewat buku, majalah, koran dan literatur
lainnya yang bertujuan untuk membuat suatu landasan teori.”
Literature study is a method of collecting data by seeking information
through books, magazines, newspapers and other literatures that aim
to make a theoretical foundation.
E. Location and Time of Research
1. Location of Research
The writer has observed and collected the data at Fabu Hotel Bandung,
which is located at Kebon Jati St. 32, Kebon Jeruk, Andir, Bandung, West
Java 40181.
Phone number : +62 22 4224600
E-mail : [email protected]
Website : www.fabuhotel.com
9
2. Time of Research
This research has been conducted for 5 months from February to July
2019.
10
CHAPTER II
GENERAL OVERVIEW
A. Profile of Fabu Hotel Bandung
Fabu Hotel Bandung is located at 32 Kebonjati Street, Kebon Jeruk,
Andir, Bandung, West Java 40181. This hotel is in the heart of the city, which
is not far from Braga.
Fabu Hotel Bandung is in a very strategic place because the distance
of Fabu Hotel Bandung to the urban areas of Bandung is reachable. This hotel
is near Bandung point of interest; a 5-minute walk to Pasar Baru Trade center,
Gardu Jati Culinary Area; a 10-minute walk to Paskal Hyper Square; a 10-
minute drive to Braga City Walk, Asia Afrika, Alun-alun, Bandung City Hall,
Cibadak Night Culinary, Sudirman Night Culinary, Museum Asia Afrika; a
15-minute drive to Istana Plaza Mall, a 10-minute drive away from Bandung
Train Station to Fabu Hotel Bandung and a 15-minute drive away from
Husein Sastranegara International Airport.
Fabu Hotel Bandung did a soft opening on November 28th, 2014 and
the grand opening event was held on December 19th, 2014. From the soft
opening until January 2018, Fabu Hotel Bandung was managed by PT.
Maharani Parahyangan and from January 2018 until present, Fabu Hotel
Bandung is managed by PT. DMS Properindo.
11
B. Classification of Fabu Hotel Bandung
Fabu Hotel Bandung can be classified into some criteria based on:
1. Star
Based on star classification, Fabu Hotel Bandung is a 3-star hotel.
2. Location
Fabu Hotel Bandung is located at 32 Kebonjati Street, Kebon
Jeruk, Andir, Bandung, West Java 40181. It is strategically located
in the heart of the city with an easy access to Pasar Baru Trade
center, Braga City Walk, Asia Afrika, Alun-alun, Istana Plaza Mall,
Train Station and Husein Sastranegara International Airport that
makes Fabu Hotel Bandung a city hotel.
3. Number of Rooms
Fabu Hotel Bandung has 86 rooms. It is classified as a small hotel
because the total rooms are fewer than a hundred.
4. Plan
Fabu Hotel Bandung is classified as a continental plan because the
room rate includes breakfast for two persons.
5. Types of Guests
Fabu Hotel Bandung is classified as a business hotel because most
of the guests in Fabu Hotel Bandung stay for business purposes.
6. Length of Stay
Based on length of stay classification, Fabu Hotel Bandung is
classified as a semi-residential hotel. The guests stay around 2 until
7 days.
12
C. Facilities of Fabu Hotel Bandung
There are several facilities to complete the needs and provide comfort
for the guests during their stays at Fabu Hotel Bandung, as follows:
1. Room Facilities
Fabu Hotel Bandung, equipped with 86 rooms, has 5 types of rooms
with different rates. The following are the rates, total numbers and types
of the rooms, which is available at Fabu Hotel Bandung.
TABLE 2.1
ROOM TYPES, TOTAL NUMBER AND ROOM RATES
AT FABU HOTEL BANDUNG
2019
ROOM TYPES TOTAL NUMBERS ROOM RATES
Superior Room 4 rooms IDR. 560.000
Deluxe Room 72 rooms IDR. 640.000
Junior Suite Room 4 rooms IDR. 1.040.000
Loft Room 2 rooms IDR. 1.200.000
Suite Room 4 rooms IDR. 1.440.000
Source: Front Office Department of Fabu Hotel Bandung, 2019
Based on the above data, 5 types of rooms have their own features, as
follows:
a. Electronic Door Locks
b. Air Conditioning
c. Safety Deposit Box
d. LED TV 32’
13
e. TV Cable
f. IDD telephone system
g. Coffee and tea maker
h. Large working desk
i. Mini Bar
j. Electric Kettle
k. Wi-Fi / Internet access
l. Wake-up service
2. Restaurant Facilities
Fabu Hotel Bandung has one restaurant that serves Indonesian and
Western cuisines on the lobby floor, named Delicious Restaurant. It
opens from 7 a.m. until 11 p.m.
3. Coffee Shop Facilities
Fabu Hotel Bandung has one coffee shop on the lobby floor, named U-
Coffee Kopi Tiam Shop.
4. Meeting Room Facilities
Fabu Hotel Bandung has four meeting rooms on the lobby floor. It can
be seen at the following table, the capacity and size of meeting rooms
available at Fabu Hotel Bandung are:
14
TABLE 2.2
CAPACITY AND SIZE OF MEETING ROOM
AT FABU HOTEL BANDUNG
2019
Meeting
Room
Size Capacity
U-Shape Classroom Theatre
Prosperious 30 m2 14 22 36
Marvelous 45 m2 18 34 54
Glorious 68 m2 26 50 82
Fabulous 113 m2 40 84 136
Source: Front Office Department of Fabu Hotel Bandung, 2019
D. Organizational Structure at Fabu Hotel Bandung
Generally, there is an organizational structure in a hotel that aims to
find out the positions, duties and responsibilities of each department and each
employee. Huyton (2000:14) stated: “An organization can be defined as a
system of coordinated activities of a group of people working cooperatively
towards a common goal.” In brief, the organizational structure consists of a
group of people who work together to achieve a goal. It is also helpful for
hotel operations in order to meet hotel expectations and coordination between
departments and employees.
The organizational structure can show clearly the positions, duties and
responsibilities of each employee in the hotel. Each hotel has an
organizational structure that is divided into several departments. Sulastiyono
(2006:31) stated: “Struktur organisasi menjelaskan suatu tingkatan hirarkis,
15
di mana dalam struktur tersebut dapat diketahui bagian-bagian yang
terdapat di hotel tersebut, hubungan antara atasan dan bawahan.” The
organizational structure describes a hierarchical level, in which the
relationship between superiors and subordinates can be seen in the hotel
structures.
The type of organization structures of each hotel is different
depending on hotel classification. Hayes and Ninemeier (2006:23) stated:
“The differences in hotels of varying sizes, consider the organizational charts
that are typical in a small organizational charts hotel (less than 90 rooms),
large organizational charts hotel (350 rooms), and mega property
organizational charts (3,000 rooms).” Therefore, Fabu hotel Bandung is
classified as a small hotel organizational structure. The following is the
organizational structure of the Front Office Department at Fabu Hotel
Bandung:
16
FIGURE 2.1
THE ORGANIZATIONAL STRUCTURE OF
FRONT OFFICE DEPARTMENT AT FABU HOTEL BANDUNG
2019
Source: Front Office Department of Fabu Hotel Bandung, 2019
Based on the figure above, the following is total employees of Front
Office Department at Fabu Hotel Bandung:
Front Office
Supervisor
Receptionist
Bell Driver
17
TABLE 2.3
TOTAL EMPLOYEES OF FRONT OFFICE DEPARTMENT
AT FABU HOTEL BANDUNG
2019
NO. POSITIONS TOTAL OF EMPLOYEE
1. Front Office Supervisor 1
2. Receptionist 4
3. Bell Driver 1
TOTAL 6
Source: Front Office Department of Fabu Hotel Bandung, 2019
Each position in Front Office Department at Fabu Hotel Bandung has
their own duties and responsibilities. The following are the duties and
responsibilities of the Front Office Department staff at Fabu Hotel Bandung:
1. Front Office Supervisor
a. Reporting (Daily, weekly and monthly)
b. Front Office closing check (morning shift, afternoon shift and night
shift)
c. Maintaining the Front Office operational
d. Checking Bell Driver activities
e. Checking Front Desk Agents / Receptionists activities
f. Room checking with Housekeeping Coordinator
g. Arranging Front Office schedule
h. Setting walk-in room rate (Daily)
18
i. Giving a training to Front Office Department (6 hours
minimum/month)
2. Receptionist
a. Handling check-in guests
b. Handling check-out guests
c. Handling and making reservation
d. Upselling the rooms
e. Front Office closing check (morning shift, afternoon shift and night
shift)
f. Reporting
g. Competitor report
3. Bell Driver
a. Car cleaning (Daily)
b. Car washing (Weekly)
c. Maintaining car cleanliness and condition
d. Reporting to Front Office Supervisor (Daily)
e. Monthly report of car usage
f. Luggage up and down
Due to the total employees, duties and responsibilities of Front Office
staff at Fabu Hotel Bandung, the working procedure at Fabu Hotel Bandung
is 5-1 (5 days working and 1 day off). There are three shifts of Front Office
Department employee at Fabu Hotel Bandung, as follows:
19
TABLE 2.4
WORKING SHIFTS OF FRONT OFFICE DEPARTMENT
AT FABU HOTEL BANDUNG
2019
SHIFTS TIME
Morning shift 07.00 – 15.00
Afternoon shift 15.00 – 23.00
Night shift 23.00 – 07.00
Source: Front Office Department of Fabu Hotel Bandung, 2019
E. The Overview of Guest Arrival Preparation in Front Office Department
at Fabu Hotel Bandung
Before the guests arrive at the hotel to stay, the receptionists must
have good preparation so that the check-in process can run quickly and
precisely. This is also done to avoid negative things such as guest complaints
from the long check-in process.
In general, all guests expect the check-in process run quickly because
most of guests who arrive after long distance trip are tired and rush to take a
rest. Therefore, the receptionists must be able to do the check-in process
quickly and precisely in order to give satisfaction to the guest and avoid the
complaints from the guests. Fitzsimmons (2011:116) stated: “When
expectations are not met, however, service quality is deemed unacceptable.
When expectations are confirmed by perceived service, quality is
20
satisfactory.” From the theory above, it can be said that the guests will feel
satisfied if the wishes and expectations of guests are fulfilled.
To create and provide good services to guests in doing the check-in
process, receptionists must have good preparation before the guests arrive and
do check-in, such as knowing the name of the guests who will arrive to stay
on that day. Sambodo and Bagyono (2006:132) stated:
Informasi kegiatan penerimaan tamu sebelum menerima kedatangan
tamu (preparation for guest arrival) antara lain:
1. Membaca log book
2. Akurasi rak status kamar
3. Menghitung kamar (room available for walk-in)
4. Memblok kamar
5. Laporan status kamar (room status report)
6. Daftar tamu yang akan tiba (expected arrival list)
7. Catatan riwayat kunjungan tamu (guest history)
8. Tamu yang akan datang dengan permintaan khusus (expected arrival
guest with special request)
9. Daftar tamu-tamu penting (lists of VIP guests)
10. Persiapan lain untuk kedatangan tamu lain (other preparations for
the arrival of other guests).
There are some preparations upon guest arrival, as follows:
1. Reading the logbook
2. Racking the accuracy of room status
3. Calculating rooms (room available for walk-in)
4. Blocking the rooms
5. Room status report
6. Expected arrival list
7. Record guest history
8. Expected arrival guest with special request
21
9. List of VIP guests
10. Other preparations for the arrival of other guests
Based on the previous explanation, there are steps that must be known by the
receptionists when doing a preparation before the guest arrives.
To create a good service, the receptionists are required to serve guests
check-in quickly and precisely. Soenarno (2006: 176) stated: “Proses
pelayanan check-in harus dilakukan secara cepat dan tepat karena hal ini
dilakukan guna memberi kepuasan kepada tamu.” The check-in service
process must be quickly and precisely done because this is done to give
satisfaction to the guest. Based on the theory, it is mandatory for the
receptionists to have good preparation before serving the check-in guests.
Each hotel has their own procedures related to the guest arrival
preparation. The following are the procedures of guest arrival preparation
based on Fabu Hotel Bandung standard operational procedures:
1. Reading the logbook
2. Checking the room status
3. Knowing the number of occupied rooms
4. Knowing the room availability
5. Checking the reservation
6. Blocking the rooms
7. Checking special requests from guests
8. Checking the data of guests who stay
9. Preparing lists of VIP guests
22
The writer has made direct observations to find out whether the
standard operational procedures have been implemented or not by the
receptionists at Fabu Hotel Bandung during the guest arrival preparations.
In the technique of collecting data, the writer has conducted and made
a check list for four receptionists at Fabu Hotel Bandung related to the guest
arrival preparation. In giving the assessment to the aspects analyzed, the
writer uses Guttman scale, so that it will get the conclusion from the analysis
itself. Sugiyono (2010:96) stated: “Skala Guttman akan didapat jawaban
yang tegas, yaitu ya-tidak; benar-salah; pernah-tidak pernah; positif-
negatif.” The Guttman scale will get a firm answer, yes-no; true-false; never-
ever; positive-negative. Based on the theory above, it can be said that
Guttman scale is used for getting the firm answer based on the observation
check list for four receptionists at Fabu Hotel Bandung.
The following are the results of the first and second observations for
four receptionists regarding the guest arrival preparation of Front Office
Department at Fabu Hotel Bandung:
23
TABLE 2.5
FIRST OBSERVATION RESULTS OF THE GUEST ARRIVAL
PREPARATION IN FRONT OFFICE DEPARTMENT
AT FABU HOTEL BANDUNG
N= 4
No
.
Aspects Yes No Total
f % f % f %
1. Reading the log book 2 50% 2 50% 4 100%
2. Racking the accuracy of
room status
2 50% 2 50% 4 100%
3. Calculating rooms (room
available for walk-in)
1 25% 3 75% 4 100%
4. Blocking the room 3 75% 1 25% 4 100%
5. Room status report 1 25% 3 75% 4 100%
6. Expected arrival list 2 50% 2 50% 4 100%
7. Record guest history 1 25% 3 75% 4 100%
8. Prepare expected arrival
guest with special request
2 50% 2 50% 4 100%
9. Lists of VIP guests 3 75% 1 25% 4 100%
10. Other preparations for the
arrival of other guests
1 25% 3 75% 4 100%
Total 18 45% 22 55% 40 100%
Source: Observation Results of Data Calculation, 2019
24
TABLE 2.6
SECOND OBSERVATION RESULTS OF
THE GUEST ARRIVAL PREPARATION IN FRONT OFFICE
DEPARTMENT AT FABU HOTEL BANDUNG
N= 4
No
.
Aspects Yes No Total
f % f % f %
1. Reading the log book 3 75% 1 25% 4 100%
2. Racking the accuracy of
room status
2 50% 2 50% 4 100%
3. Calculating rooms (room
available for walk-in)
1 25% 3 75% 4 100%
4. Blocking the room 3 75% 1 25% 4 100%
5. Room status report 2 50% 2 50% 4 100%
6. Expected arrival list 1 25% 3 75% 4 100%
7. Record guest history 2 50% 2 50% 4 100%
8. Prepare expected arrival
guest with special request
2 50% 2 50% 4 100%
9. Lists of VIP guests 2 50% 2 50% 4 100%
10. Other preparations for the
arrival of other guests
1 25% 3 75% 4 100%
Total 19 47,5% 21 52,5% 40 100%
Source: Observation Results of Data Calculation, 2019
25
Based on the first observation results regarding the guest arrival
preparation, it is 45% of receptionists have fullfiled the standard operational
procedures and 55% of receptionists have not implemented the standard
operational procedures, so it can be stated that receptionists tend not to fullfil.
Based on the second observation results, it is 47,5% of receptionists have
fullfiled the standard operational procedures and 52,5% of receptionists have
not implemented the standard operational procedures, so it can be stated also
that receptionists tend not to perform the standard operational procedures
accordingly.
F. The Overview of Registration Process and Room Key Handing Over in
Front Office Department at Fabu Hotel Bandung
When the guests arrive at the hotel to stay, the guests will be directed
to the Front Office to do the registration process. This registration process
must be done by all guests who will stay at the hotel because this process is a
part of check-in process as well. This registration process is done to find out a
clear identity regarding the guests who will stay at the hotel and aims to
anticipate the guests who have an unfavorable background. Soenarno
(2006:125) stated: “Tamu yang hendak menginap di hotel harus melakukan
registrasi. Dengan registrasi, tamu akan diidentifikasi keberadaan dan
statusnya.” The guests who will stay at the hotel must do the registration. By
registering, the guests will be identified their personal information and status.
From the theory above, it can be said that the registration is a process that
must be done by the guests when checking in to find out their identity.
26
After the registration process, the next step that should be done by
receptionists is to prepare and hand over the room key to the guests. The
receptionists must ensure that the room key given to the guest is definitely
correct and inform the bellboy briefly to escort the guests to their room and
help the guests to bring the luggage to their room.
When giving a room key to the guests, the receptionists must make
sure that the room key given to the guests is correct. In the present era, many
hotels have used electric keys, including Fabu Hotel Bandung. In relation to
this, the receptionist must be careful in preparing and checking the guest
room key also to avoid making mistakes.
By having good preparation and doing the duties and responsibilities
in accordance with the standard operational procedures that have been
determined, it will create good service and anticipate the complaints from the
guests. Darsono (2011:60) stated:
Adapan tahapan atau langkah dalam proses pendaftaran tamu dan
pemberian kunci kepada tamu, antara lain:
1. Memberikan kartu pendaftaran kepada tamu dengan sopan dan baik
2. Menentukan kamar
3. Mengisi kartu tamu
4. Menyiapkan kunci kamar
5. Melengkapi kartu pendaftaran yang sudah diisi oleh tamu
6. Memeriksa kembali apabila ada kekurangan, terutama mengenai
pembayaran tamu
7. Memberikan kunci kamar dan kartu tamu
8. Memanggil bellboy untuk membantu membawa barang tamu
9. Mengucapkan terima kasih dan selamat beristirahat kepada tamu
There are some steps in registration process and room key handing over to the
guests, as follows:
27
1. Providing registration card to the guests politely and well
2. Assigning the rooms
3. Filling in the guest card
4. Preparing the room key
5. Completing the registration cards that have been filled in by the
guests
6. Re-checking if there is deficiency, especially regarding to the guest
payments
7. Giving a room key and guest card
8. Asking the bellboy to bring the guests’ luggage
9. Saying thank you and have a good rest to the guests
Based on the previous explanation, there are steps that must be known
by the receptionists when doing the registration process and room key
handing over to the guests. In relation to it, each hotel has their own
procedures related to the registration process and room key handing over. The
following are the procedures of registration process and room key handing
over based on Fabu Hotel Bandung standard operational procedures:
1. Providing registration card to the guests politely to be filled in first
2. Assigning the rooms that will be given to the guests
3. Filling in the guest card that have been filled by the guests
4. Preparing the room key
5. Ensuring the guest payments
6. Giving a room key and guest card
28
7. Asking the bellboy to bring the guests’ luggage
8. Saying thank you and have a good rest to the guests
In the technique of collecting data, the writer has given and made
questionnaires for 36 guests. The number of guests is based on total rooms of
Fabu Hotel Bandung, multiplied by average occupancy of Fabu Hotel
Bandung, multiplied by 7 times doing the research and multiplied by 10%,
then the result is:
86 (total rooms of Fabu Hotel Bandung)
X 59,84% (average occupancy of Fabu Hotel Bandung)
X 7 (7 times doing the research)
X 10% = 36,02
From the results above, it is rounded to 36. So, total of guests given the
questionnaire is 36. The following is the result of questionnaires regarding the
registration process and room key handing over at the Front Office
Department of Fabu Hotel Bandung:
29
TABLE 2.7
THE GUESTS’ RESPONSES OF
THE REGISTRATION PROCESS AND ROOM KEY HANDING OVER
IN FRONT OFFICE DEPARTMENT AT FABU HOTEL BANDUNG
n= 36
No Questions Yes No Total
f % f % f %
1. Providing registration card to
the guests well and politely
15 41,67% 21 58,33% 36 100%
2. Assigning the rooms 14 38,89% 22 61,11% 36 100%
3. Filling in the guest card 16 44,44% 20 55,56% 36 100%
4. Preparing the room key 20 55,56% 16 44,44% 36 100%
5. Completing the registration
cards that have been filled in
by the guests
19 52,78% 17 47,22% 36 100%
6. Re-checking if there is
deficiency, regarding to the
guest payments especially
21 58,33% 15 41,67% 36 100%
7. Giving a room key and guest
card
24 66,67% 12 33,33% 36 100%
8. Asking the bellboy to bring
the guests’ luggages
8 22,22% 28 77,78% 36 100%
9. Saying thank you and have a
good rest to the guests
23 63,89% 13 36,11% 36 100%
Total 160 49,38% 164 50,62% 324 100%
Source: Questionnaire Results of Data Calculation, 2019
30
Based on the questionnaire results regarding the registration process
and room key handing over above, it is 49,38% of guests response that the
receptionists do the registration process and giving room key based on the
standard operational procedures and 50,62% of guests response that the
receptionists do not do the registration process and room key handing over
based on the standard operational procedures, so it can be stated also that
receptionists tend not to perform the standard operational procedures that
have been determined at Fabu Hotel Bandung.
31
CHAPTER III
PROBLEM ANALYSIS
After identifying the problem identifications that have been described
previously, the writer will analyze the problems related to the process of
handling check-in in Front Office Department at Fabu Hotel Bandung. The
Guttman scale is used to process the data obtained. The followings are the
problem identifications that will be analyzed:
1. Preparation before the guest arrives
2. Registration and room key handing over
The writer has made observation check lists for 4 receptionists related
to the problem identification number 1 and a questionnaire for 36 guests
related to the problem identification number 2 above.
A. Analysis of Guest Arrival Preparation in Front Office Department at
Fabu Hotel Bandung
The observation results for 4 receptionists related to the guest arrival
preparation in Front Office Department at Fabu Hotel Bandung that have
been described in table 2.5 and 2.6 on page 24-25, there are 10 steps of
procedure that must be done. The following is a combining table of the first
and second observation results that have been described in table 2.5 and 2.6
and the analysis of observation results for 4 receptionists:
32
TABLE 3.1
FIRST AND SECOND OBSERVATION RESULTS OF
THE GUEST ARRIVAL PREPARATION IN FRONT OFFICE
DEPARTMENT AT FABU HOTEL BANDUNG
No
.
Aspects 1st Observation 2nd Observation Total
f % f % f %
1. Yes 18 45% 19 47,5% 37 46,25%
2. No 22 55% 21 52,5% 43 53,75%
Total 80 100%
Source: Observation Results of Data Calculation, 2019
Value of “Yes” : 37
Value of “No” : 43 +
Total of Value 80
Total of Value “Yes” : 37 x 100 = 46,25%
80
Total of Value “No” : 43 x 100 = 53,75%
80
The following is the explanations of the guest arrival preparation
procedures that have been fulfilled or not by the receptionists in Front Office
Department at Fabu Hotel Bandung based on the table 2.5 and 2.6:
33
1. Reading the log book
a. 5 receptionists have fulfilled the procedure
b. 3 receptionists have not fulfilled the procedure
2. Racking the accuracy of room status
a. 4 receptionists have fulfilled the procedure
b. 4 receptionists have not fulfilled the procedure
3. Calculating rooms (room available for walk-in)
a. 2 receptionists have fulfilled the procedure
b. 6 receptionists have not fulfilled the procedure
4. Blocking the room
a. 6 receptionists have fulfilled the procedure
b. 2 receptionists have not fulfilled the procedure
5. Room status report
a. 3 receptionists have fulfilled the procedure
b. 5 receptionists have not fulfilled the procedure
6. Expected arrival list
a. 3 receptionists have fulfilled the procedure
b. 5 receptionists have not fulfilled the procedure
7. Record guest history
a. 3 receptionists have fulfilled the procedure
b. 5 receptionists have not fulfilled the procedure
8. Prepare expected arrival guest with special request
a. 4 receptionists have fulfilled the procedure
b. 4 receptionists have not fulfilled the procedure
34
9. Lists of VIP guests
a. 5 receptionists have fulfilled the procedure
b. 3 receptionists have not fulfilled the procedure
10. Other preparations for the arrival of other guests
a. 2 receptionists have fulfilled the procedure
b. 6 receptionists have not fulfilled the procedure
Based on the above analysis data, it can be said that the procedures of
guest arrival preparation in the Front Office Department at Fabu Hotel
Bandung have been fullfiled 46,25%, while 53,75% have not been fulfilled by
the receptionists. As the result of interview with Front Office Supervisor of
Fabu Hotel Bandung, it can be said that the receptionists have missed the
procedures of calculating rooms available for walk-in, room status report,
making an expected arrival list, recording the guest history and other
preparations for the arrival of other guests. As the result, it can be stated that
the receptionists tend not to perform the standard operational procedures that
have been determined by Fabu Hotel Bandung related to the guest arrival
preparation.
B. Analysis of Registration Process and Room Key Handing Over in Front
Office Department at Fabu Hotel Bandung
The questionnaire result from 36 guests related to the registration
process and room key handing over in Front Office Department at Fabu Hotel
Bandung that have been described in table 2.7 on page 30-31, there are 9
35
steps of procedure that must be done by the receptionists. The following is an
analysis of questionnaire result from 36 guests:
Value of “Yes” : 160
Value of “No” : 164 +
Total of Value 324
Total of Value “Yes” : 160 x 100 = 49,38%
324
Total of Value “No” : 164 x 100 = 50,62%
324
The following is the explanations of the registration process and room
key handing over procedures that have or have not been applied by the
receptionists in Front Office Department at Fabu Hotel Bandung based on the
table 2.7:
1. Providing registration card to the guests politely and well
a. 15 guests say the receptionists have applied the procedure
b. 21 guests say the receptionists have not applied the procedure
2. Determining the rooms
a. 14 guests say the receptionists have applied the procedure
b. 22 guests say the receptionists have not applied the procedure
3. Filling in the guest card
a. 16 guests say the receptionists have applied the procedure
b. 20 guests say the receptionists have not applied the procedure
36
4. Preparing the room key
a. 20 guests say the receptionists have applied the procedure
b. 16 guests say the receptionists have not applied the procedure
5. Completing the registration cards that have been filled in by the guests
a. 19 guests say the receptionists have applied the procedure
b. 17 guests say the receptionists have not applied the procedure
6. Re-checking if there is deficiency, regarding to the guest payment
especially
a. 21 guests say the receptionists have applied the procedure
b. 15 guests say the receptionists have not applied the procedure
7. Giving a room key and guest card
a. 24 guests say the receptionists have applied the procedure
b. 12 guests say the receptionists have not applied the procedure
8. Asking the bellboy to bring the guests’ luggages
a. 8 guests say the receptionists have applied the procedure
b. 28 guests say the receptionists have not applied the procedure
9. Saying thank you and have a good rest to the guests
a. 23 guests say the receptionists have applied the procedure
b. 13 guests say the receptionists have not applied the procedure
Based on the above analysis data, it can be said that the procedures of
registration process and room key handing over in the Front Office
Department at Fabu Hotel Bandung have been applied 49,38%, while 50,62%
have not been applied by the receptionists. As the result, it can be stated that
the receptionists tend not to perform the standard operational procedures that
37
have been determined by Fabu Hotel Bandung related to the registration
process and room key handing over.
38
CHAPTER IV
CONCLUSION AND SUGGESTION
A. Conclusion
Based on the previous analysis in the chapter 3 regarding the process
of handling check-in at Fabu Hotel Bandung, the writer concludes that:
1. In the guest arrival preparation at Fabu Hotel Bandung, 46,25% of
receptionists have fullfiled the standard operational procedures and
53,75% of receptionists have not fullfiled the standard operational
procedures, so from 10 standard operational procedures, only 3
procedures that have been applied by more than 50% of receptionists,
they are reading the log book, blocking the room and making lists of VIP
guests. Meanwhile, only 2 procedures that have been applied by 50% of
receptionists, they are racking the accuracy of room status and preparing
expected arrival guest with special request. Also, there are 5 procedures
that have been applied by less than 50% of receptionists, they are
calculating rooms available for walk-in, room status report, making
expected arrival list, recording guest history and other preparations for
the arrival of other guests.
2. In the registration process and room key handing over at Fabu Hotel
Bandung, 49,38% of receptionists have applied the standard operational
procedures and 50,62% of receptionists have not applied the standard
operational procedures, so from 9 standard operational procedures, 5
procedures have been applied by more than 50% of receptionists, they
39
are preparing the room key, completing the registration cards that have
been filled in by the guests, re-checking if there is deficiency regarding to
the guest payment especially, giving a room key and guest card, saying
thank you and have a good rest to the guests. Meanwhile, 4 procedures
have been applied by less than 50% of receptionists, they are providing
registration card to the guests well and politely, determining the rooms,
filling in the guest card and asking the bellboy to bring the guests’
luggage.
B. Suggestion
Based on the previous conclusion, the writer tries to give suggestions
to the receptionists in doing the check-in process at Fabu Hotel Bandung:
1. In the guest arrival preparation at Fabu Hotel Bandung, the receptionists
should calculate rooms availability for walk-in guests because it is
important for the guests who want to stay at the hotel without making a
reservation before, so they can choose the types of rooms available. The
receptionists must update the room status due to the arrival guests who
will check in, this is to find out the room status whether it is clean or not,
so the guests can enter the room after doing the registration process. The
receptionists should record the guests history that is used to simplify the
check-in process when the guests return to stay at the hotel without re-
scanning the identity card and also to find out whether the guests who
will stay at the hotel have a good or bad reputation on the previous stay.
When the receptionists are about to start the operations, it would be much
40
better if the receptionists prepare the expected arrival list on that day, so
the receptionists can find out who the guests will be staying on that day
and can prepare other things for the guests arrival, such as room keys,
guest cards, registration cards and room status.
2. In the registration process and room key handing over, the receptionists
should assign the rooms based on the guests preferences, it is used to
make the guests feel like they are in their home and make them become
the loyal guests of the hotel. After doing the registration process, the
receptionists should ask the bell drive to bring the guests’ luggage to
their room and explain the facilities available at the hotel while the bell
drive escorts the guests to their room.
41
BIBLIOGRAPHY
Arikunto, Suharsimi. 2006. Prosedur Penelitian Suatu Pendekatan Praktik.
Jakarta: Rineka Cipta.
Bardi, James A. 2007. Hotel Front Office Management 4th ed. United State of
America: John Wiley & Sons.
Darsono, Agustinus. 2011. Front Office Hotel. Bandung: Gramedia Pustaka
Utama.
Fitzsimmons, James A. 2011. Service Management: Operations, Strategy,
Information Technology 7th ed. New York: McGraw-Hill.
Gulo, W. 2010. Metodologi Penelitian. Jakarta: Grasindo.
Hayes and Ninemeier. 2006. Restaurant Services by Managing the Environment
Cornel Hotel & Restaurant Administration Quaterly. New Jersey: Pearson
Prentice Hall.
Hayes and Ninemeier. 2007. Hotel Operations Management 2nd ed. New Jersey:
Pearson Prentice Hall.
Ninemeier and Perdue. 2005. Hospitality Operations: Careers in the World’s
Greatest Industry. New Jersey: Pearson Prentice Hall.
Prakoso, Prasetyo Aji. 2017. Front Office Praktis Administrasi dan Prosedur
Kerja. Yogyakarta: Gava Media.
Sambodo and Bagyono. 2006. Dasar-dasar Kantor Depan Hotel. Yogyakarta:
Andi Offset.
Setyobudi and Daryanto. 2015. Panduan Praktis Penelitian Ilmiah. Yogyakarta:
Gava Media.
42
Soenarno, Adi. 2006. Front Office Manajemen. Yogyakarta: Andi Offset.
Sudaryono. 2017. Metodologi Penelitian. Depok: Rajawali Pers.
Sugiyono. 2010. Metode Penelitian Pendidikan Pendekatan Kuantitatif,
Kualitatif, dan R&D. Bandung: Alfabeta.
Sugiyono. 2016. Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung:
Alfabeta.
Sulastiyono, Agus. 2006. Manajemen Penyelenggaraan Hotel. Bandung:
Alfabeta.
43
APPENDIX 1
INTERVIEW GUIDANCE
Interviewer : Paul Bernard Partomuan Situmorang
Source : Mr. Affan Bachtiar (Front Office Supervisor of
Fabu Hotel Bandung)
Place : Fabu Hotel Bandung
Time Period : February – June 2019
Questions:
1. What is the brief history of Fabu Hotel Bandung?
2. What are the facilities available at Fabu Hotel Bandung?
3. How many rooms are available at Fabu Hotel Bandung?
4. What room types are available at Fabu Hotel Bandung?
5. what is the organizational structure of Front Office Department at Fabu
Hotel Bandung?
6. How many Front Office Department employees are at Fabu Hotel
Bandung?
7. What are the duties and responsibilities of Front Office Department
employees at Fabu Hotel Bandung?
8. What are the standard operational procedures related to handling check-in
process at Fabu Hotel Bandung?
9. How is the application of standard operational procedures related to
handling check-in process at Fabu Hotel Bandung?
44
APPENDIX 2
QUESTIONNAIRE FOR GUESTS RELATED TO
THE REGISTRATION PROCESS AND ROOM HANDING OVER
AT FABU HOTEL BANDUNG
RESPONDENT IDENTITY
Name :
Give a sign (√) in the answer column according to what the receptionists have
done related to the registration process.
No Questions Yes No
1. Providing registration card to the guests well and
politely
2. Assigning the rooms
3. Filling in the guest card
4. Preparing the room key
5. Completing the registration cards that have been
filled in by the guests
6. Re-checking if there is deficiency, regarding to the
guest payments especially
7. Giving a room key and guest card
8. Asking the bellboy to bring the guests’ luggages
9. Saying thank you and have a good rest to the guests
45
APPENDIX 3
OBSERVATION CHECKLIST FOR RECEPTIONISTS RELATED TO
THE GUEST ARRIVAL PREPARATION AT FABU HOTEL BANDUNG
No Aspects Yes No
1. Reading the log book
2. Racking the accuracy of room status
3. Calculating rooms (room available for walk-in)
4. Blocking the room
5. Room status report
6. Expected arrival list
7. Record guest history
8. Prepare expected arrival guest with special request
9. Lists of VIP guests
10. Other preparations for the arrival of other guests
46
APPENDIX 4
PROFILE OF WRITER
A. PERSONAL INFORMATION
Name : Paul Bernard Partomuan Situmorang
Student Registration No. : 201621315
Place, Date of Birth : Bandung, September 18th 1998
Religion : Christian
Address : Gang Sukasari IV No. 223, RT.06/01,
Cibeureum, Cimahi Selatan,
Kota Cimahi 40535
B. PARENTS INFORMATION
Father’s Name : Edi Mangaratua Situmorang
Occupation : Entrepreneur
Mother’s Name : Rismaida Sitanggang
Occupation : House Wife
Address : Gang Sukasari IV No. 223, RT.06/01,
Cibeureum, Cimahi Selatan,
Kota Cimahi 40535
47
C. EDUCATION BACKGROUND
School’s Name Location Year Remark
STP NHI Bandung Bandung 2016-2019
13 Senior High School
Bandung
Bandung 2013-2016 Graduated
Gracia Junior High School
Bandung
Bandung 2010-2013 Graduated
Gracia Elementary School
Bandung
Bandung 2004-2010 Graduated
D. WORK EXPERIENCES
Company’s Name Location Position Year Remark
Holiday Inn Resort
Baruna Bali
Bali Front Office
Trainee
2018 6 months