ABSTRACT Hotel is a service industry, which has some departments. One of the departments is Front Office Departments. It is the most important department in a hotel industry. It is divided into many sections such as Reception, Reservation, Guest Relation Officer, Telephone Operator, and Concierge. Each section has an important role in Front Office Department. One of the important sections is Telephone Operator. This report describes the roles of Telephone Operator Section at Sahid Raya Hotel Solo. The basic roles are: operating the switchboard, answering and handling the telephone, providing services information, handling morning and wake up call, handling paging, and providing message services However during job training, the writer still found several weaknesses of Telephone Operator Section there. The weaknesses are the poor condition of telephone switchboard, the cleanliness of telephone switchboard, the poor condition of office, the poor condition of staffs, and the poor foreign language ability of officers. However, Sahid Raya Hotel Solo has efforts to improve service quality. The efforts are: Sahid Raya Hotel Solo holds the training for the staffs twice in a month, it has also tried to improve disciplines among the staff through several regulations, and the last effort is that Sahid Raya Hotel Solo tries to improve the cleanliness. In conclusion, Sahid Raya Hotel Solo still needs many improvements so that it can give a better service to reach guests’ satisfaction.
