TELPAR
Vol 1 No 2 (2023): JURNAL PERHOTELAN DAN PARIWISATA (TELPAR)

PENANGANAN KOMPLAIN TAMU OLEH GUEST RELATION OFFICER DI THE TRANS LUXURY HOTEL BANDUNG

Indrawan, Muhammad Rafli (Unknown)
Mantri, Yaya Mulya (Unknown)

Article Info

Publish Date
25 Mar 2023

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.

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Journal Info
TELPAR
Website

Abbrev

telpar

Publisher

Politeknik Pajajaran ICB Bandung

Subject

Biochemistry, Genetics & Molecular Biology Computer Science & IT Dentistry Health Professions Languange, Linguistic, Communication & Media

Description

Hotel Service And Management, Hotel Operations, Food and Beverage Product, Food and Beverage Service, Hotel Accommodation, Business Management & Operation, Tourism Destinations and Infrastructure, Sustainable Tourism Ecotourism Border Tourism, Travel Patterns, Tourism Marketing, Tourists Behavior, ...