Fairuz Reynavenska Arnanda Utomo Pengarang

Conducting Hospitality Services as Guest Relation Officer (GRO) in ShangriLa Hotel Surabaya, Fairuz Reynavenska Arnanda Utomo, Nim F31140301, Tahun 2017, 45 pages., English Study Program, Politeknik Negeri Jember, Fitri Wijayanti, S.Pd, M.Pd (Internal Supervisor). SUMMARY A report of Internship Program that have been conducted for 624 hours or three months which started in March 21st to June 20th 2017 at one of five stars hotels based in Surabaya named as Shangri-La Hotel. The writer choose to do her internship program in Shangri-La Hotel because she 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. She interested in hospitality manner. Despite of it, Shangri-La Hotel Surabaya is a company which provide the best hospitality and service in East Java. Moreover, average of the guests who visit Shangri-La Hotel Surabaya are foreign tourists, therefore the writer thinks if she could improve and increase her speaking also listening skill by conducting three months intership program in Shangri-La Hotel Surabaya. During the intership program, the writer had a position as Guest Relation Officer or it sometimes shorten as GRO. Guest Relation Officer (GRO) is someone who has a job to bridge guest and hotel. 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 06.00 AM until 02.00 PM, middle shift started from 12.00 PM until 08.00 PM, and afternoon shift started from 02.00 PM to 10.00 PM. It consists of 6 days of working and a day off in a week. GRO has general and specific activities to do everyday. The general activities consist of being a doorgirl, taking care of welcome drink and standing in the middle of the lobby as center. Meanwhile the specific activities are based on the commutation shift; morning shift and afternoon shift in lobby area and horizon club area.