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PERANAN RESEPSIONIS (FRONT OFFICE DEPARTMENT) DALAM MEMBERIKAN PELAYANAN KEPADA PENGUNJUNG DI GRAND HOTEL LEMBANG

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ABSTRACT RECEPTIONARY ROLE (FRONT OFFICE DEPARTMENT) IN GIVING SERVICES TO VISITORS IN GRAND HOTEL LEMBANG. Arranged by: Yeshicha Rulovina Malau NIM: 1533008 The purpose of the authors of this scientific paper is to find out more deeply the role and service of a receptionist at the Grand Hotel Lembang in handling consumer complaints. Consumer handling is a vital part that must be handled properly and correctly, in order to provide customer satisfaction and improve company performance and good image in the company. The method used by the author is an operational method, namely, describing the actual activities during conducting field work on the role and service of a receptionist and working on the tasks given by Mr. Itang Taryana, Mrs. Iva Damayanti, Mrs. Rahma Ranti as a supervisor at during field work practice. Consumer satisfaction is something that must be achieved by the company. Handling consumer complaints can describe the impact on the company's progress, because consumers are the most important part of a company. Based on that, the handling of consumer complaints is required to have proper handling, so that consumers feel satisfied with the company's services. As an inseparable part of the company's activities, consumers are a matter that really needs to be given more in-depth attention, by giving a good role and service in handling consumers, with good and proper handling, then the company's goals will be achieved. Keywords: Role, Service, Secretary