KUALITAS PELAYANAN GUEST RELATION OFFICER DALAM MENINGKATKAN KEPUASAN TAMU VIP DI SWISS-BELHOTEL SOLO

Amalia Andriani; Titik Akiriningsih; Afrilia Elizabet Sagala

Amalia Andriani Sekolah Tinggi Pariwisata Sahid Surakarta
Titik Akiriningsih Sekolah Tinggi Pariwisata Sahid Surakarta
Afrilia Elizabet Sagala Sekolah Tinggi Pariwisata Sahid Surakarta

Keywords: Service Quality, Guest Relations Officer, and Guest Satisfaction

Abstract

his study aims to describe the service quality of guest relations officer (GRO) on guest
satisfaction at Swiss-Belhotel Solo. This study uses qualitative data collection techniques in the
form of observation, interviews, documentation and literature study. The researcher used
purposive sampling with the sample interviewed by the du ty manager, ten Very Important
Person guests (VIP) and supported by eight guests in the form of guest comments. The results of
the study used five variables of service quality, namely tangible, responsiveness, empathy,
assurance and reliability. Tangible, Guest Relations Officer (GRO) uses a neat appearance
according to the theme. Responsiveness, Guest Relations Officer (GRO) can serve quickly.
Empathy, Guest Relations Officer (GRO) can provide genuine concern and offer assistance.
Assurance, guests get service guarantees in accordance with Standard Operating Procedures
(SOP). Reliability, service according to guest expectations and the promised service is proven.
The results of the discussion stated that tangible, responsiveness, empathy, assurance and
reliability had a positive influence in increasing the satisfaction of Very Important Person guests
(VIP).