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Project’s Detail

DESKRIPSI TUGAS AKHIR :
STANDARD OPERATING PROCEDURE (SOP) PENANGANAN TAMU VERY IMPORTANT PERSON (VIP) DI HOTEL GRAN SENYIUR BALIKPAPAN
Abstrak (Abstracts)
Pipit Ayu Wa Ode, Standard Operating Procedure (SOP) For Handling Very Important Person (VIP) Guest At Gran Senyiur Hotel Balikpapan, Room Division Gran Senyiur Balikpapan is the first five-star hotel in East Kalimantan which has a strategic location in the heart of Balikpapan city and has complete facilities and services. This resulted in frequent bookings of rooms for VIP guest. Therefore, in handling VIP guest, they must have standard operating procedure for handling the VIP guest. This study aims to determine the standard operating procedure in VIP guest service and how to implement the standard operating procedure in handling VIP guest at the Gran Senyiur Hotel Balikpapan and additional equipment for handling VIP guest. The research method used in this study is qualitative with data collection techniques are observation, interview, and documentation. The results of this study indicate that the SOP for handling VIP guest needs additional equipment, special officers and employees, and special treatment in the registration process. The implementation of SOP that carried out by VIP guest handling officers, welcomes VIP guest, provides welcome drink and cold towel, delivers guest to rooms by GRO, and explains room facilities and registers. In this hotel has 7 types of additional equipment, namely a red carpet, fruit plater, cookies, welcome drink, cold towel, complimentary order, and welcome letter. Key words: SOP, Handling Guest, Implementation, VIP Guest Pipit Ayu Wa Ode, Standard Operating Procedure (SOP) Penanganan tamu Very Important Person (VIP) di Hotel Gran Senyiur Balikpapan, Divisi Kamar Gran Senyiur Balikpapan adalah hotel bintang lima pertama yang ada di Kalimantan Timur yang memiliki lokasi strategis dijantung Kota Balikpapan yang memiliki fasilitas dan pelayanan lengkap. Hal tersebut mengakibatkan seringnya pemesananan kamar untuk tamu VIP. Oleh karena itu, dalam penanganan tamu VIP harus memiliki standard operating procedure penanganan tamu VIP. Penelitian ini bertujuan untuk mengetahui standard operating procedure dalam pelayanan tamu VIP, bagaimana penerapan standard operating procedure dalam penanganan tamu VIP di Hotel Gran Senyiur Balikpapan dan peralatan dan perlengkapan dalam penanganan tamu VIP. Metode Penelitian yang digunakan dalam penelitian ini menggunakan jenis penelitian kualitatif dengan teknik pengumpulan data observasi, wawancara dan dokumentasi. Hasil penelitian ini menunjukan bahwa SOP penanganan tamu VIP memerlukan perlengkapan dan peralatan tambahan, adanya petugas dan karyawan khusus serta adanya perlakuan khusus dalam proses registrasi. Penerapan SOP yang dilakukan oleh petugas penanganan tamu VIP menyambut kedatangan tamu VIP, memberikan welcome drink dan cold towel, pengantaran tamu ke kamar oleh GSA, dan menjelaskan fasilitas-fasilitas kamar serta melakukan registrasi. Memiliki 7 jneis peralatan dan perlengkapan tambahan yaitu red carpet, fruit plater, cookies, welcome drink, cold towel, complimentary order dan welcome letter. Kata kunci: SOP, Penanganan tamu, Penerapan, tamu VIP

Keyword : SOP, Handling Guest, Implementation, VIP Guest

Nilai Properti
: PIPIT AYU WA ODE , : 952019005, : Politeknik Negeri Balikpapan, : DIVISI KAMAR, : 2022, : Indonesia, : Tugas Akhir, : Prepustakaan Poltekba,

 

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Pembimbing
Yogiana Mulyani, M.M.Par.

E-mail :yogiana.mulyani@poltekba.ac.id

www.poltekba.ac.id
Tri Retno Nugroho, S.Pd.

E-mail :tri.retno@poltekba.ac.id

www.poltekba.ac.id