STANDART OPERATIONAL PROCEDURE PENANGANAN GUEST COMPLAINT PADA FRONT OFFICE DEPARTEMENT DI SWISS-BELHOTEL BORNEO SAMARINDA --

ABSTRACT
This research is about Standar Operasional Procedure for Handling Guest Complaint at Front Office Departement at Swiss-belhotel Borneo Samarinda. The purpose of research to knowing how to handle any problem from guests to hotel management or front office’s staff. The methode used is deskriptif used to find out the Standar Operasional Procedure for Handling Guest Complaint at Front Office Departement in Swiss-belhotel Borneo Samarinda, then the data collected by library study, field research, analyzed, observation and interview section. According from the result of the result of the research show that the importance how front office staff handle guest complaint must be on the track of SOP (Standart Operational Procedure).Front Office Departement is a part of operational hotel function where it is duites are serving everything what guest needs, payment, guest’s mail correspondences, giving and telling what guest wants to know about the hotel or other information.
Keywords : Front Office Departement, Standard Operational Procedure, Complaint