ABSTRAK Hotel is a part of tourism industry having an important role in satisfying tourists. The guests’ satisfaction is important to build a good image of hotel. Therefore, it needs cooperation between the hotel staffs in each department. As one of the departments in hotel, Front Office Department has a big responsibility in giving good impression in the first service. Receptionist is a part of Front Office Department having duties to handle the guests’ needs well by giving an excellent service. The objective of this final project is to describe how the reception section in Sahid Kusuma Raya Hotel handles the guests. The services given by the receptionist are the reflection of the hotel’s image. It means that, a receptionist must be able to handle the guest professionally. The hospitality and good etiquette from the receptionists are useful to give good impression to the guests. Therefore, the reception section has important responsibility to improve the hotel’s image by giving an excellent service in every service. Based on the discussion of the data, it can be concluded that the Reception section has an important role in building a good image of the hotel by giving excellent service to the guests. With these result, it is hoped that hotel can improve the quality of service especially for Reception section in order to give satisfaction to the guests.