ABSTRACT
This Final Projectis based on my job training experiences and activitiesfor six months, from the 2nd of February 2015 to the 02nd of August 2015 in the Front Office Departmentof The Royal Surakarta Heritage Hotel Solo.Theobjectives ofmy Final Project are to describe the roles and the activities, and to explain the problems of Front Office Department at The Royal Surakarta Heritage Hotel Solo.This Final Project also reveals the problems I faced during my job training in Front Office Department and the suggestions to solve them.During my job training, I had run three jobs: as a Concierge, a Telephone Operator, and a Reception (Night Audit)intern in Front Office Department.
In my Final Project, the techniques to collect data are joining the training program with the Front Office Manager, observation, and interview. I used training program with Front Office Manager to learn the roles and job descriptions or activities of Front Office Department. I used observation when I was on the field during my job training. The interviews were done with informants related to the objectivesofmy final project. After obtaining the data, I analyzed the data to reveal the problems faced by Front Office Department and to find out the suggestions of them.
The results of my final project report shows the roles of Front Office Department of The Royal Surakarta Heritage Hotel Solo. The Front Office Department has roles as a Hotel Representative, a Sales Person, a Information Center, a Record Keeper, and a Problems Solver. The activities of Front Office Department are divided into three divisions with different jobs and responsibilities:a) Reception (Night Audit) has to preparefor the receiving the guests, handling check-in and check-out process of the guests too. b) Concierge has to prepare for assisting the guests’ requests, providing a driver and assistance for other department, and acting as tourist information center and providing the vehicle for the guests’ requests. c) Telephone Operator hasresponsibilities forproviding a courteous and professional services all times, keeping the guests’ data in secret and making report to be sent to other department.Front Office Department has three problems: The lack of English spoken mastering, The limited motivations and entertaining activities for staffs, The lack of knowledge in using the supporting equipments. There are solutions to solve them: The hotel must hold English spoken club, give award or extra salary to employees who have good achievement, and hold a training program to improve the skill and knowledge in using the supporting equipments.