PENANGANAN KELUHAN TAMU MEMBER ACCOR OLEH GRO PADA FRONT OFFICE DEPARTMENT DI HOTEL MERCURE IBIS SAMARINDA --Ed. 1

ABSTRAK
Penelitian ini dilatarbelakangi oleh keluhan tamu member Accor terhadap
karyawan Guest Relations Officer di hotel Mercure dan Ibis Samarinda. Penelitian
ini bertujuan untuk mengetahui bagaimana upaya pelayanan tamu member Accor
oleh GRO, apa penyebab keluhan tamu member Accor dan bagaimana
penanganan keluhan tamu member Accor oleh GRO. Penelitian ini penting
dilakukan mengingat peran GRO sangat penting dalam sebuah hotel untuk
menunjang hubungan tamu dan pihak hotel selalu baik, mengantisipasi keluhan
dari tamu, menampung dan membantu mencari jalan keluar sehingga tamu merasa
puas dan diperhatikan. Tamu member Accor adalah tamu VIP yang sangat
diperhatikan oleh hotel karena tamu VIP merupakan tamu kehormatan dan
prioritas sehingga sangat penting diberikan pelayanan yang lebih dibanding tamu
lainnya.Penelitian ini merupakan jenis penelitian kualitatif dengan data deskriptif.
Metode pengumpulan data yang dilakukan adalah wawancara, dokumentasi dan
observasi secara langsung, dan melakukan penelitian di hotel Mercure dan Ibis
Samarinda selama enam bulan di bagian front office department sebagai
GRO.Hasil penelitian menunjukkan bahwa, 1) GRO hotel Mercure dan Ibis
Samarinda berhasil memberikan pelayanan istimewa kepada tamu member Accor
sebagai tamu VIP, 2) terdapat tiga penyebab keluhan yang dialami oleh tamu
member Accor yaitu keluhan terkait masalah upgrade room, keluhan tentang
harga dan keluhan tentang kebijakan hotel. 3) penanganan keluhan tamu member
Accor dengan metode HEAT, hear them out, empathize, apologize dan taking
action and follow up, karyawan GRO dapat mengatasi keluhan tamu member
Accor dengan baik dan memastikan kepuasan tamu.
Kata kunci : GRO, keluhan, member Accor, VIP, HEAT


ABSTRACT
This research is motivated by Accor member guest complaints against
Guest Relations Officer employees at Mercure and Ibis Samarinda hotels. This
study aims to determine how the efforts of Accor member guest services by GRO,
what are the causes of Accor member guest complaints and how to handle Accor
member guest complaints by GRO. This research is important to do considering
the role of GRO is very important in a hotel to support the relationship between
guests and the hotel is always good, anticipate complaints from guests,
accommodate and help find a way out so that guests feel satisfied and cared for.
Accor member guests are VIP guests who are very concerned by the hotel because
VIP guests are guests of honor and priority so it is very important to be given
more service than other guests.This research is a type of qualitative research with
descriptive data. The data collection methods used were interviews,
documentation and direct observation, and conducted research at Mercure and
Ibis Samarinda hotels for six months in the front office department as GRO.The
results showed that, 1) GRO hotels Mercure and Ibis Samarinda successfully
provide special services to Accor member guests as VIP guests, 2) there are three
causes of complaints experienced by Accor member guests, namely complaints
related to room upgrade problems, complaints about prices and complaints about
hotel policies. 3) handling Accor member guest complaints with the HEAT
method, hear them out, empathize, apologize and taking action and follow up,
GRO employees can resolve Accor member guest complaints properly and ensure
guest satisfaction.
Keywords: GRO, complaints, Accor member, VIP, HEAT