This final project report was written based on the job training done in The Sunan Hotel Solo within three months, started from February 10 to May 10, 2014. The objectives of this report are to explain the roles of Guest Relation Officer in handling guest and to describe the activities of Guest Relation Officer in The Sunan Hotel Solo.
The data of this report were taken from the activities during the job training. Considering The Sunan Hotel Solo’s bustle, the availability of Guest Relation Officer (GRO) was very essential. As a Guest Relation Officer, I met various characters of guests and experienced directly on how to cater the needs during their stay, such as preparing special arrangements for VIP guests and handling complaints. Besides, I also experienced doing other GRO activities, especially in making report, conversing with the guests, inspecting room, escorting the guests, handling courtesy call and standing by in the lobby area to greet and welcome the guests.
From the data above, it can be concluded that the roles and the activities of Guest Relation Officer (GRO) in The Sunan Hotel Solo include various aspects. Commonly there are three main roles and duties. They are 1) making sure that guest feel welcome from the moment they stepped into the hotel to the moment they left and also make sure that they have everything needed during their stay; 2) being coordinator in handling VIP guests; 3) being problem solver in handling complaint.