The Roles of Guest Relation Officer in Handling Guests’ Needs At Novotel Solo

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Nugrahenny Putri Untari - C.9307139 - Fak. Sastra dan Seni Rupa

The objectives of this report are to describe the daily routines of Guest Relation Officer and to explain the importance roles of Guest Relation in handling the needs of Novotel guests. Considering Novotel as a busy hotel, the availability of Guest Relation Officer is very essential. By being Guest Relation Officer, the writer met various characters of guests and experienced directly how to handle their needs, such as preparing special arrangements for VIP guests, handling complaints, handling membership program, etc. Besides, the writer also experienced how to build a good teamwork with other hotel departments in case of meeting and completing guests’ needs. In conclusion, a Guest Relation Officer is a bridge between the guests and the hotel, and to build a harmonious relationship, Guest Relation Officer must be able to conduct an effective communication with the guests.