TUGAS FRONT OFFICE – Guest Relation Officer

  1. Contoh percakapan seorang FDA dengan seorang tamu pada saat check out

FDA : Good Afternoon Mam

G     : Hi Good afternoon, I want to check out please

FDA : Yes Mam. my i know your name and your room number?

G     : I’m Yohana Lindsay my room number is 1701

FDA : Allright Ms. Lindsay may i have your room key?

G     : Yes of course

FDA : Ms. Lindsay may i confirm your identity ?

G     : Yes please

FDA : Allright your name is Yohana Lindsay your room number is 1701 you check-in on November 11, 2012 to November 15, 2012. Is that right Ms. Lindsay?

G     : yes that’s right

FDA : Wait a moment please Ms. Lindsay  I will take your bill

G      : ok

FDA : Thankyou for your waiting Ms. Lindsay

G     : Welcome

FDA : Do you have any last minute transaction like mini bar or laundry Ms. Lindsay?

G     : I’m not sure may be I’m forget it, can you check it for me?

FDA :  Yes of course Ms. Lindsay, wait a moment please I will check to mini bar attendant

G     : Yes please

FDA : Thankyou for your waiting Ms. Lindsay. You don’t have any last trasaction

G     : Oh ok!

FDA : Allright Ms. Lindsay so your last total is Rp. 4.500.000. May I know how you settle this payment? By cash or creadit card?

G     : I pay by creaditcard. This is my creadit card (guest give JCB card)

FDA : I’m really sorry Ms. Lindsay we not provide this kind of creadit card. Do you have another card?

G      : Oh it’s ok. How about this card? ( guest give Amex card)

FDA : Yes Ms. Lindsay we provide for American Express card, so you pay by this card

G      : Yes  of course

FDA : Allright wait a moment please Ms. Lindsay this is your bill, may I have you sign here? (FDA give the guest bill and sales draft)

G     : Yes of course

FDA : Thankyou Ms. Lindsay. Do you need a trasportation for your next destination? Maybe you need taxi?

G     : yaaaa can you get a taxi for me?

FDA : Yes of course, you can wait in lobby and if the taxi come, our bell boy will inform to you

G      : Allright

FDA : Would you like to make a reservation for the next time?

G     : No, thanks

FDA : Allright Ms. LIndsay is there any thing else?

G     : I think no

FDA : Allright thankyou for your staying with us, we hope you satatisfied during you stay here and we hope you will come to our hotel for the next time. Thankyou Ms.Lindsay enjoy your trip

G     : Your welcome

2.  Ruang lingkup kerja seorang Guest relation officer

Guest Relation Officer adalah salah satu bagian dibawah kendali Front office yang biasanya bertugas menyambut atau menangani kedatangan tamu VIP. Seorang GRO diharapkan dapat

menangani segala sesuatu masalah atau keluahan  tamu dan juga memberikan perhatian penuh terhadap tamu VIP khususnya , dan seorang GRO juga bertugas memberikan informasi tentang fasilitas hotel serta dapat membuat tamu merasa nyaman selama menginap dihotel.

Adapun kewajiban seorang Guest Relation Officer adalah :

  • Room Courtesy call, yaitu menghubungi tamu yang ada didalam kamar dengan telepon untuk memastikan bahwa tamu tersebut telah mendapatkan pelayanan sebaik baiknya
  • Airlane Confirmation, yaitu melakukan konfirmasi tiket pesawat untuk para tamu VIP khususnya

Tata cara pendaftaran tamu penting (VIP) :

  • Tamu disambut langsung oleh GM, FOM, dan GRO
  • GRO mengantarkan tamu tersebut kekamar sambil menjelaskan fasilitas – fasilitas penting yang ada dihotel
  • Pendaftaran tamu biasanya diwakilkan oleh sekretarisnya
  • Prosedur pendaftaran tamu VIP sama saja dengan tamu-tamu pada umumnya
  • Menawarkan bantuan lainnya yang mungkin dibutuhkan oleh tamu tersebut
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