JOB DESCRIPTION OF TELEPHONE OPERATOR IN FRONT OFFICE DEPARTMENT AT HORISON ULTIMA HOTEL BEKASI

SIMANJUNTAK, NETHANIA RUTH VALDIVIA (2018) JOB DESCRIPTION OF TELEPHONE OPERATOR IN FRONT OFFICE DEPARTMENT AT HORISON ULTIMA HOTEL BEKASI. Karya Tulis Ilmiah thesis, Sekolah Tinggi Bahasa Asing JIA.

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Abstract

The paper is aimed to know how the work system and the job description of telephone operator at Horison Ultima Hotel Bekasi which located at KH. Noer Ali street, Kayuringin Jaya, Bekasi. In this research, the writer has directly observed on each job in front office department such as telephone operator staff. This research starts from 29th January 2018 to 29th March 2018. The techniques of getting data are : (1) observation directly on the field, (2) determining how telephone operator’s jobs, (3) descriptiong the data. The method of the research is qualitative descriptive by observing what each job do during 2 months. The writer faced ten obstacles, they are : (1) Obstacles the writer faced is nervous and afraid when it came to speak or to serve incoming and outgoing call. (2) Answering the telephone from guest and the writer don’t know the information. (3) Guest complained that they didn’t hear the wake-up call setting. (4) Caller did not give a purpose for calling. (5) Hard to remember telephone numbers from staff, company, government etc. (6) Inputing incomplete guest data on registration form. (7) Miscommunication and problem between departments toward operator. (8) Fill guest comment but the guest don’t give enough reason. (9) Asking occupancy hotel to another hotel in the region. (10) Joining kids activity, although on that day it was their day off.

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Thesis (Karya Tulis Ilmiah)

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