Detail Cantuman

Giving Excellent Services as Guest Relation Officer (GRO) at Singgasana Hotel Surabaya, Rifa’ atun Jannah, Nim F31150470, Tahun 2018, English Study Program, Politeknik Negeri Jember, Siti Aisyiyah, S.Pd, M.Pd (Internal Supervisor).

SUMMARY

Hotel is a type of accommodation that provides services, food, drink and other facilities that the guest need. The advantages there are hotel, such as reduce unemployment in that city, providing employment for local communities. With a lot of advantages from hotel causing the new hotel established, especially hotel industry in Surabaya which is the capital city of East Java has increased from budget hotels to five star hotel. One of the four star hotel is Singgasana Hotel Surabaya. Singgasana Hotel Surabaya is located in Gunung Sari, Surabaya, East Java. The writer choose to do her internship program in SinggasanaHotel because the writer has a big interest in one of college subjects named English for Hotel and Restaurant. By learning English for Hotel and Restaurant in college, slowly her passion into hotel is growing. The writer interested in hospitality manner.
During the intership program, the writer had a position as Guest Relation Officer or it sometimes shorten as GRO. Guest Relation Officer (GRO) issomeone which is assigned by management to handle and solve guest problems professionally and efficiently in order to give satisfaction to the guest. GRO gives attention and special service to the guest, so they would be feel happy during their stay.The working hour during this was 8 hours every day. Morning shift started from 08.00 AM until 04.00 PM, middle shift started from 10.00 AM until 06.00 PM, and afternoon shift started from 12.00 PM to 08.00 PM. It consists of 5 days of working and a day off in a week. In addition, the writer also did other activities such as help Food and Beverage Service Department and Food and Beverage Product. Therefore, this report contains about the writer’s activities during doing InternshipProgram in Front Office especially Giving Excellent Services as Guest Relation Officer (GRO) at Singgasana Hotel Surabaya, that the writer, that were: being a doorgirl, handling of welcome drink and standing in the middle of the lobby as center.
After the writer conducted the Internship Program at Singgasana Hotel Surabaya, the writer got some problem such as: the writer got nervous because it was the first time to join in a real work environment then the writer got a little bit confused because the writer did not know what the activities in GRO counter. The staff and seniorhelped the writer and give directions of the job that the writer should done on that day, also they taught the writer many things something like handle the guest.
The writer could apply her english skill such as public relation when the writer was handling guests, writing skill when the writer was making welcoming letter, also speaking skill when the writer was giving information to the foreign guests. So, Singgasana Hotel Surabaya was appropriate place for the writer to apply every material that the writer had learned from English Study Program.