The Influence of Reservation Section’s Services on Customer Satisfaction at Savoy Homann Bidakara Hotel

Santy Ajeng Zahratu.110710025 and Iwan D. Gunawan and H. Gumelar Sastrayudha (2016) The Influence of Reservation Section’s Services on Customer Satisfaction at Savoy Homann Bidakara Hotel. Skripsi(S1) thesis, Sastra Inggris.

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Abstract

The research paper is entitled “The Influence of Reservation Section’s Services on Customer Satisfaction at Savoy Homann Bidakara Hotel”. In achieving customer satisfaction, a hotel should provide good services and making efforts to improving the quality of their service. Consideration of that reason the writer want to find how the hotel’s services by Reservation section. The writer choose Reservation section as one of Front Office Department in charge of processing the order room data and gives direct information about the hotel to the guest as an object of research. The prospective guests hotel usually have a less knowledge about the hotel they will choose to stay for a while and usually do some observation first via telephone or email as consider will use hotel or not before decide. In this research, the writer uses descriptive qualitative method to research open questioner and interview to guest and staffs of Savoy Homann Bidakara hotel especially Reservation staffs and Assistant manager Front Office Department. The goals of the research are finding the facts of the influence of service provided the hotel reservation toward the satisfaction of their customers in Savoy Homann Bidakara hotel. Reservations sections have a big role towards the satisfaction of hotel’s guests for example they have to serve all the guests room request and give them a good facilities from other hotel department. The hotel and Reservation staff section also has efforts to improving their services with provide regular training to their staffs and they also should improve their hospitality, information and communication in serving their guests. Reservations Section at Savoy Homann Bidakara Hotel received well by the guests. That's why the customers Savoy Homann Bidakara hotel feel accepted and satisfied with hotel services so that trust to use the services of the hotel back.

Item Type:	Thesis (Skripsi(S1))
Subjects:	S1-Skripsi
Divisions:	Fakultas Seni dan Sastra > Sastra Inggris 2015
Depositing User:	oman rohman
Date Deposited:	06 Apr 2016 04:07
Last Modified:	06 Apr 2016 04:07
URI:	http://repository.unpas.ac.id/id/eprint/2240

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