Prosedur Pelayanan Flight Delay Guest Di Front Office Nilai Springs Resort Hotel Malaysia

Nabila Prameswari, Ersy Ervina, Ratu Ratna Mulyati Karsiwi

Abstract

ABSTRAK Berlokasi di Negeri Sembilan, Nilai Springs Resort Hotel Malaysia berdekatan dengan KLIA (Kuala Lumpur Airport) sehingga tamu yang sering menginap adalah Flight Delay Guest. Flight Delay Guest adalah jenis tamu yang mengalami ketertundaan penerbangan, tamu ini terbagi atas dua tipe, yakni Delayed Guest dan STPC (Stopover Paid by Carier). Dengan adanya tamu Flight Delay Guest, Nilai Springs Resort Hotel Malaysia dituntut untuk memberikan pelayanan khusus bagi tamu tersebut, salah satunya pelayanan yang diberikan oleh Front Office. Pelayanan khusus yang diberikan oleh tamu ini di Front Office berupa check in dan check out. Front Office di Nilai Springs Resort Hotel Malaysia telah memiliki Standar Operasional Prosedur (SOP) check in dan check out secara umum, tetapi, Standar Operasional Prosedur untuk flight delay guest belum ada. Ketiadaan SOP ini membuat proses check in dan check out terhambat karena kurangnya karyawan yang menangani dan adanya perbedaan pelayanan yang diberikan oleh masing-masing karyawan, sehingga penelitian ini dilakukan untuk mencari SOP Check In dan Check Out yang sesuai bagi Flight Delay Guest. Adapun Metode yang digunakan dalam penelitian ini adalah kualitatif deskriptif, sedangkan untuk teknik pengumpulan data dengan metode observasi, wawancara/interview, dan studi pustaka secara langsung di departemen front office. Penelitian ini menghasilkan SOP yang dapat digunakan dalam pelayanan Check In dan Check Out Flight Delay Guest agar pelayanan yang diberikan tidak terhambat dan terdapat keseragaman dalam pelayanan yang diberikan oleh karyawan. Kata kunci: Prosedur Pelayanan, Flight Delay Guest, Nilai Springs Resort Hotel. ABSTRACT Located in Negeri Sembilan, Nilai Springs Resort Hotel Malaysia close to KLIA (Kuala Lumpur Airport) that flight delay guest stay in the hotel frequently. Flight Delay Guest is one kind of guest who got flight delayed, this guest divided by two types, which is Delayed Guest and STPC (Stopover Paid by Carier). By the presence of Flight Delay Guest, Nilai Springs Resort Hotel Malaysia must give special service to the guest, especially service from Front Office. Special service that given to this guest at Front Office such as check in and check out. Front Office at Nilai Springs Resort Hotel Malaysia already had the Standard Operating Procedure (SOP) for check in dan check out generally, however, Standard Operating Procedure for flight delay guest does not exist yet. The absence of this SOP make the check in and check out process hunged up because lack of employee who handle the service and there is a difference service that given by employee, as of this research done to make SOP Check In and Check Out for Flight Delay Guest. Methodes that used to do this research is descriptive qualitative, technique for data collection with observation, interview, and literature review directly at Front Office department. This research produce SOP that can be used for Check In and Check Out services of Flight Delay Guest in order to make the services obvious and there is uniformity for the services that given by the employees. Keyword: Service Procedure, Flight Delay Guest, Nilai Springs Resort Hotel

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