Paramita, Tiara Putri and Anggi Martiningtyas Januwati Saputri, S.Pd., M.Sc (2023) Analisis Pemahaman Product Knowledge Reservation Section Dalam Menangani Proses Reservasi Kamar Pada Front Office Department Di Golden Tulip Holland Resort Batu. Diploma thesis, Universitas Brawijaya.
Abstract
Dalam penelitian ini penulis meneliti berdasarkan observasi dan juga analisis di reservation section di Golden Tulip Holland Resort Batu yang tugas utamanya memproses reservasi kamar yang sering kali dijumpai bahwa dalam melaksanakan tugasnya terutama ketika sedang menerima telepon dari tamu, reservation section tidak dapat menjawab pertanyaan detail dari tamu seputar layout kamar, posisi kamar, fasilitas kamar dan khususnya view kamar karena tidak memiliki pengetahuan produk yang cukup. Penelitian ini merupakan deskriptif kualitatif dengan menggunakan sumber data primer dan sekunder, menggunakan teknik pengumpulan data yaitu metode observasi, wawancara, dokumentasi, serta menggunakan analisis Miles dan Huberman yaitu menganalisis serta menjelaskan dengan menggunakan teknik analisis data yaitu data reduksi (data reduction), penyajian data (data display) dan (conclusion drawing/verification). Kesimpulan dari penelitian ini yaitu tiga petugas reservasi di reservation section di Golden Tulip Holland Resort Batu sudah memahami dan mengerti tentang definisi dan manfaat dari product knowledge dan juga dinilai baik dalam menguasai dan menjelaskan room product knowledge. Akan tetapi, masih diperlukan peningkatan tentang detail room product knowledge karena hal itu merupakan bagian dari ilmu yang harus ditingkatkan dan perlu diperbarui setiap harinya.
English Abstract
In this study, the authors examined based on observation and analysis in the reservation section at Golden Tulip Holland Resort Batu, whose main responbilities is to process room reservations it is often found that in perform their duties, especially when receiving calls from guests, the reservation section cannot answer detailed questions from guests regarding room layout, room position, room facilities and especially room view because they don't have enough product knowledge. This research is a qualitative descriptive using primary and secondary data sources, using data collection techniques namely observation, interviews, documentation, and using Miles and Huberman analysis, namely analyzing and explaining using data analysis techniques, namely data reduction (data reduction), data presentation (data display) and (conclusion drawing/verification). The conclusion of this study is that three reservation agent at the reservation section at Golden Tulip Holland Resort Batu already understand the definition and benefits of product knowledge and are also considered good at mastering and explaining room product knowledge. However, there is still a need to improve the details of room product knowledge because it is part of the knowledge that must be improved and needs to be updated every day
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 0523170622 |
| Uncontrolled Keywords: | Understanding Product Knowledge, Reservation Section, Processing Room Reservations-Pemahaman Product Knowledge, Reservation Section, Memproses Reservasi Kamar |
| Divisions: | Program Vokasi > D4 Manajemen Perhotelan |
| Depositing User: | soegeng sugeng |
| Date Deposited: | 10 Jun 2024 07:44 |
| Last Modified: | 10 Jun 2024 07:44 |
| URI: | http://repository.ub.ac.id/id/eprint/220418 |
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