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All Journal Jurnal Ketahanan Nasional Jurnal Wacana Ekonomi Definisi: Journal of Religion and Social Humanities TELPAR
Yaya Mulya Mantri, Yaya Mulya
Politeknik Pajajaran Insan Cinta Bangsa Bandung
Religion Humanities Biochemistry, Genetics & Molecular Biology Computer Science & IT Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences

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Journal : TELPAR

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PENANGANAN KOMPLAIN TAMU OLEH GUEST RELATION OFFICER DI THE TRANS LUXURY HOTEL BANDUNG Indrawan, Muhammad Rafli; Mantri, Yaya Mulya
Jurnal Perhotelan dan Pariwisata Vol 1 No 2 (2023): JURNAL PERHOTELAN DAN PARIWISATA (TELPAR)
Publisher : LPPM Politeknik Pajajaran ICB Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59820/telpar.v1i2.296

Abstract

Guest complaint handling is one of the important aspects in the hospitality industry that directly affects customer satisfaction and loyalty. This research aims to analyze and evaluate the guest complaint handling process by Guest Relation Officers at a five-star hotel in Bandung. The method used in this research is a qualitative approach with data collection through in-depth interviews and direct observation. The results showed that communication skills, empathy and product knowledge are key in resolving guest complaints.
Co-Authors Deti, Regina Indrawan, Muhammad Rafli Mohdari Mohdari, Mohdari Suharto, Imam YUSUF, RAMAYANI