PENERAPAN JOB DESCRIPTION FRONT DESK AGENT DALAM MENINGKATKAN OPERASIONAL DI FRONT OFFICE EMERSIA MALIOBORO HOTEL YOGYAKARTA

Abstract

This study aims to determine the Job Description of Front Desk Agent, the implementation of Job Descriptions by Front Desk Agent, and the implementation of Job Descriptions of Front Desk Agent in improving operations at Front Office Emersia Malioboro Hotel Yogyakarta.
This study used four data collection methods, namely observation, interview, documentation, and literature study. In the interview method the author involved three respondents, namely two Front Desk Agents as executors and one Front Office Manager as assessor.
Based on the research, it can be concluded that firstly there are twenty points of Front Desk Agent Job Descriptions, secondly the implementation of Front Desk Agent Job Descriptions at Front Office Emersia Malioboro Hotel Yogyakarta through processed interview data with two Front Desk Agent showed that the Front Desk Agent have carried out. Furthermore, through processed data result interviews with one Front Office Manager showed had carried out the Front Desk Agent Job Descriptions in improving operations, but there is one Job Description that is still occasionally implemented, namely Job Description point 17 related to maintaining the cleanliness and tidiness of the Front Desk. Thirdly, the implementation of Front Desk Agent Job Description to improve the operations of travel agent office reservation is known to be carried out by reservation process procedures from the sales team to the front office with data acquisition based on the market segment every month which shows that reservations through travel agent groups are superior compared to other types of reservations.