CHAPTER III

DISCUSSION

A. Profile of The Sunan Hotel Solo

The Sunan Hotel Solo was established in 1997 by PT. Graha Mulya Wirastama. It is a

limited company, which is running in the hospitality business in Solo. PT. Graha Mulya

Wirastama is also the owner of The Sunan Hotel Solo. Aiming to be known quickly in

hospitality industry both domestically and foreign, the owner decided to use “Quality Hotel –

Choice Hotel International” management. It is an international hotel management network

based in the United States, as the trade mark of the hotel. Then on November 23rd

, 2007, the

“Owning Company” decided to use the name of The Sunan Hotel Solo.

The Sunan Hotel Solo is the four-star hotel located at Ahmad Yani street no.40 Surakarta

57143, Central Java, Indonesia, Telp (62-0271) 713 312, fax (62-0271) 738 677. The Sunan

Hotel Solo is located at the west of Surakarta, 4 kms from Mangkunegaran’s palace, 5 kms

from the Sunan’s Palace of Kraton, 5 kms from the Government Center, 5 kms from famous

shopping area Pasar klewer. It is only 15 minutes from Adisumarmo International Airport

and 6 minutes from Solo Balapan Train Station by Taxi.

The Sunan Hotel Solo always tries to improve the quality both in terms of facilities and

professional staff to satisfy the customer. The motto applied by the hotel is “Feel The Sunan

Experience”. Expected by customer satisfaction guarantee, it will increase its profit and

advancement hotel.

Until now The Sunan Hotel Solo has undergone several changes of leadership or the

General Manager. They are as follows:

1. Eric Aebersoled (1998 – 1999)

2. Victor H Sitompul (1999 – 2001)

3. Leopold Tambingo (2001 – 2002)

4. Gunawan Budiraharjo (2002 – 2003)

5. Dicky Soemarsono (2003 – 2012)

6. Mustafa Rahmatono (2012 – 2015)

7. Retno Wulandari (2015 – now )

The Sunan Hotel Solo occupies 22,603.14 m2 areas with 16,145 m2 for building area. It is

developed by PT. Paramaloka Consultant and designed by Jaya Kencana. It uses traditional

Javanese architecture with modern design. The Sunan Hotel Solo has six stories, including

Basement, Ground Floor, 1st Floor, 2

nd Floor, 3

rd Floor, 4

th Floor, 6

th Floor and Hotel Yard:

a. Basement

There are Office and Control room, Music Room, Fitness Center and Sauna, Florist,

Royal Season Education Center, Qolbu Salim Mosque, Employee Lockers & Parking

area, Employee Dining Room “Bale Raos”

a. Ground Floor

There are Receptionist & Lobby, Narendra Indo Asia Dining Restaurant, Royal Expresso

& Coffee Lounge, Shopping Arcade, Semi Olimpic Swimming Pool, Grand Ballroom &

Kono Room, Nurhadi Private Dining Room.

b. 1st Floor

There are lodging rooms, Triwindu Meeting Room, Imperial Taste Modern Oriental

Cuisine Restaurant, Directors and Guest Rooms.

c. 2nd

, 3rd

, 4th

, and 6th

Floor

There are lodging rooms and specialty on the 6th

floor. Besides, there is Executive

Lounge.

d. Hotel Yard

It is quite widely used for vehicle parking and hotel security post. Valet parking is offered

to the hotel guests to help the guest of the hotel park their car. There is picking up service

to the airport from the hotel.

B. Vision and Mision

1. Vision

Being one of the best companies in the hospitality industry and the Food and

Beverage in Indonesia in the aspect of customers’ satisfaction, sales increase,

employee prosperity, and profitability through creative and innovative work from all

competent employees.

2. Mission

a. Enhancing additional value for shareholder by doing good business ethics and

cooperate governance.

b. Creating and delivering sustainable long-term benefits and mutual benefit

between company and all business partners.

c. Always providing quality service and the best products to all guests.

d. Mutually respecting and enhancing the good corporate among employees.

C. Facilities in The Sunan Hotel Solo

The Sunan Hotel Solo provides other facilities which are needed by the guests

of hotel in order that they are comfortable while staying in the hotel.

There are some facilities in the hotel. They are room facilities and the hotel facilities.

1. Room Facilities

The Sunan Hotel Solo has 204 rooms:

No Room Type Number(s)

1. Presidential Suite Room 1

2. Sunan Suite Room 1

3. Suite Room 3

4. Junior Suite Room 11

5. Executive Business Room 70

6. Deluxe Room 118

Total 204

The room’s facilities are:

a. Bath up and standing shower

b. Well-stocked mini bar and

c. Refrigerator

d. Central air conditioning with individual control

e. LCD TV (satellite & in-house movie)

f. Hot and cold water

g. IDD Telephone

h. Guest amenities

i. Directory of service

j. Hair dryer

k. Water boiler

l. Safe deposit box

m. Internet wifi connection

2. Hotel Facilities

The Sunan Hotel Solo has a lot of facilities. They are Narendra Indo Asia Dining

Restaurant, Embassy Wine Shop, Infinite Tea Lounge, Royal Espresso Coffee Lounge,

Imperial Taste Modern Oriental Cuisine Restaurant, Ohsyou Ramen, Swimming Pool, Ayudi

Fitness and Spa Gallery, Music Room (Musro) Clubbing Shelter, Convention Hall, Meeting

Room, Table Manner Course, Safety Deposit Room and Paramitra Clinic:

a. Narendra Indo Asia Dining Restaurant

Narendra Indo Asia Dining Restaurant is located at lobby level, presented with 120

seats, warm and cozy atmosphere. Asian fare, European and Indonesia Fusion

varieties are engineered by professional master chef. Narendra resto is converted to be

easy dining restaurant. Price is included to be affordable price with excellent service.

It opens from 06.00 a.m. to 12.00 p.m.

b. Embassy Wine Shop

Embassy Wine Shop consists of imported wine which provides wine from Australia,

Italy, America and Britain. Embassy Wine Shop offers competitive price for wine

varieties. Sweet wine for ladies consumption is available. Wine tasting program to

compare wine knowledge is held in temporally times. It opens from 11.00 a.m. to

11.00 p.m.

c. Infinite Tea Lounge

Infinite Tea Lounge offers some kinds of tea from London. Infinite – Tea House by

Twining opens daily from 07.00 a.m. to 11.00 p.m.

d. Royal Espresso Coffee Lounge

Royal Espresso Coffee Lounge is located in the lobby area. It provides coffee,

chocolate, some cakes and much kind of breads. All the products sold in Royal

Espresso Coffee Lounge are always fresh every day. It opens from 09.00 a.m. to

11.00 p.m.

e. Imperial Taste Modern Oriental Cuisine Restaurant

Imperial Taste Modern Oriental Cuisine Restaurant is located on the first floor. It

serves Chinese cuisine. It opens from 11.00 a.m. to 10.00 p.m.

f. Ohsyou Ramen

Ohsyu Ramen is located inside Narendra Indo Asia Dining Restaurant. Ohsyu Ramen

offers Japanese noodle with 9 menus. They are Tori Shoyu Ramen, Tori Miso Ramen,

Kaisen Ramen, Chan Pon Ramen, Tori Kimuchi Ramen, Kaisen Kimuchi Ramen,

Tori Curry Ramen, Gyuni ku Curry Ramen, and Miso Chili Ramen. It opens from

11.00 a.m. to 10.00 p.m.

g. Swimming Pool

The Sunan Hotel Solo has Semi Olympic pool widely designed. It is located behind

Narendra Indo Asia Dining Restaurant. It opens daily from 06.00 am to 09.00 pm. It

also opens to the public, but it costs 150,000 rupiahs.

h. Ayudi Fitness and Spa Gallery

The Sunan Hotel Solo provides fitness center and spa. It is located beside Music

Room (Musro) Clubbing Shelter. It opens from 06.00 a.m. to 10.00 p.m.

i. Music Room (Musro) Clubbing Shelter

Music Room (Musro) Clubbing Shelter is located on baseman floor, which serves

various refreshments. Live DJ and Dancer are offered. It opens from Monday to

Saturday at 06.00 p.m. to 02.00 a.m.

j. Convention Hall, Meeting Room and Table Manner Course

The facilities of The Sunan Hotel Solo’s convention hall and meeting room are such

overhead, screen projector, white board, marker, flip chart–LCD, wireless microphone

and standing microphone. The hotel also provides a table manner course program. It

includes knowledge about hotel product, International table manner theory, table

manner guiding book, cooking class show, cocktail creating show, bed making, and

certificate. Reservation and the details information of the Convention Hall, Meeting

Room and Table Manner Course are handled by the Marketing Departments.

k. Safety Deposit Room

The guests of The Sunan Hotel Solo are able to store their valuables things safely in

the Safety Deposit Room. To get this service, guests should call front desk.

l. Paramitra Clinic

The Sunan Hotel Solo has own clinic located in-house clinic. It opens every Monday,

Wednesday and Friday

D. The organization chart of The Sunan Hotel Solo

E. The organization structure in The Sunan Hotel Solo

The Sunan Hotel Solo is the four-star hotel, where General Manager has the

highest position in the hotel and subordinates some lower managers, such as:

Financial Controler, Director of Sales Manager (DOSM), Executive Housekeeper,

Food and Beverage Manager (FBM), Chief Engineer, Executive Chef, Human

Resources Manager (HRM), Front Office Manager (FOM) and Public Relation

Manager. This is the organization chart in The Sunan Hotel Solo:

Each department has it own duties and responsibilities. They are as follows

1. General Manager

General Manager has functions in coordinating, supervising and controlling all of

the subordinates performance. In doing these duties, the General Manager is

assisted by some expert as the department head.

2. Financial Controller

Financial controller is responsible for managing the income and expenditure of the

hotel, creating technical policy, guiding control, coordinating, evaluating,

managing, and accounting.

3. Director of Sales Manager

Director of Sales Manager is responsible for managing sales promotion, booking,

and marketing strategy.

4. Front Office Manager

Front Office Manager is responsible to the General Manager (GM) for the front

office operation.

5. Executive Housekeeper

Executive Housekeeper is responsible for directing and supervising subordinates

and ensuring the Housekeeping Department operations run well, such as handling

cleanliness, neatness and completeness of the guest room’s restaurant, and bar.

6. Food & Beverage Manager

Food & Beverage Manager is responsible for the good operation in all outlets the

Food & Beverage Department in the hotel. Manager has a very important role,

duties and great responsibilities considering the Food and Beverage Department

which including as the Major Revenue Department as the hotel.

F. Organization Chart of Front Office Department in The Sunan Hotel Solo

FRONT OFFICE

MANAGER

ASSISTANT FRONT

OFFICE MANAGER

RESERVATION RECEPTION (GUEST

SERVICE AGENT)

Figure 2: Organization chart Front Office Department of The Sunan Hotel Solo

G. Front Office Departments of The Sunan Hotel Solo

Front Office Department of The Sunan Hotel Solo consists of Front Office Manager

(FOM), Assistant Front Office Manager (ASFOM), Reception (Guest Service Agent),

Reservation, Guest Relation Officer (GRO), Telephone Operator, Concierge / Bellboy. Front

Office Officer at The Sunan Hotel Solo work five days, 40 hours a week and get one day off.

They get one hour for resting time during their working day. The Front Office Officer has to

read the message in Log Book before they start working.

1. Front Office Manager (FOM)

The front Office Manager works on Monday – Friday at 8 AM until 5 PM and gets two day

off on Saturday and Sunday. The Front Office Manager is responsible to the General

Manager (GM) for the front office operation. In other words, the FOM is the highest position

in the front office department.

CONCIERGE/BELLBOY TELEPHONE

OPERATOR

GUEST RELATION

OFFICER (GRO)

2. Front Office Manager Assistant (ASFOM)

The Front Office Manager Assistant is responsible to Front Office Manager (FOM) and

assistant The Front Office Manager’s need which are related to the job at the hotel.

3. Receptionist (Guest Service Agent)

Receptionists are responsible for handling check-in and check-out of the guests efficiently,

attentively, and full of hospitality. They also have to give some information about hotel

facilities and hotel products with the best service.

Reception has 4 works shifts a day. They are:

Morning shift : 7 AM until 3 PM

Middle shift : 11 AM until 7 PM

Afternoon shift: 3 PM until 11 PM

Night shift : 11 PM until 7 AM

4. Reservationist

The reservationist works on Monday – Friday at 8 AM until 4 PM and gets two day off on

Saturday and Sunday. She has her own table to work completed with computer, telephone,

big rack to put files, big white board and facsimile machine. Reservation section handles

room reservation from telephone, facsimile, and e-mail. When the working time is over, the

duty of reservationist is taken by Receptionist. So, Receptionist in Front Office Department

also has a function as reservationist in a certain time.

5. Guest Relation Officer (GRO)

Guest Relation Officer has responsibility for handling VIP guests and group. She has to

handle the guest’s complaints quickly and accurately. She also has to prepare fruit basket,

welcome drink, welcome letter, golden book, and newspaper.

Guest Relation Officer works in three shifts a day. They are:

Morning shift : 7 AM until 3 PM

Middle shift : 11 AM until 7 PM

Afternoon shift: 3 PM until 11 PM

6. Telephone Operator

The telephone operator is responsible for handling the telephone operation.

7. Concierge/Bellboy

Concierge is divided into: bell boy and driver. They work in three shifts for 24 hours a day.

Each shift is occupied by three staff and trines. Bellboy is responsible for handling guests’

luggage when they check-in and check-out, opening and closing the guests’ car door,

delivering letter, newspaper, facsimile, and message to the guest room or any departments in

hotel, calling taxi or driver as requested by the guests. The driver is responsible to pick up

and carry the guest to the airport, railway station and staffs of hotel to destination.

The job is to carry guests’ cases to their room in a hotel. Besides, concierge provides the

other services, such as newspaper order, shuttle service, and driver.

H. Guest Relation Officer (GRO) of The Sunan Hotel Solo

1. Guest Relation Officer (GRO) of The Sunan Hotel Solo

Considering the busy activities and the high amount of frequent guest coming, The Sunan

Hotel Solo provides Guest Relation Section to maintain and arrange the needs of the guest,

especially VIP Guests. As a busy four-star hotel, it is important for The Sunan Hotel Solo.

Guest Relation Section in The Sunan Hotel Solo is handled by Guest Relation Officer (GRO).

GRO is a person who has particular responsibility such as welcoming the guest, escorting the

guest, giving a special treatment or attention to VIP guests in order to support the hotel

activities, and these services are focused on to VIP guests, and generally to all guest in the

hotel.

GRO in The Sunan Hotel Solo is all performed by female under the watch of Receptions and

Front Office Supervisor.

2. Appearance of Guest Relation Officer (GRO) in The Sunan Hotel Solo

GRO in the Sunan Hotel Solo should always be neat in appearance. She always wears a

complete uniform within the standard set forth by the hotel management. She should show

her identification tag so that the guests know their name. Hair should be near and should have

a color that is within guidelines, which means no unnatural hair colors. GRO should wear

makeup is not overbearing, keeping the look simple, professional, and natural. She should

make sure her fingernails are clean with no visible tattoos and no earring on parts of the face

other than the ears. She should wear only a pair of stud earring on her earlobes. GRO should

not only look clean but also smell pleasant.

3. Working Schedule of Guest Relation Officer (GRO) in The Sunan Hotel Solo

GRO in The Sunan Hotel Solo works for five days and is free for one day. The schedule is

made by front office supervisor every month and approved by front office manager. The

working time is arranged into morning shift, middle shift and Afternoon shift. The working

hours are 8 hours per shift with a break for an hour at Employee Dining Room (EDR). The

shift schedule is as follows:

a. The morning shift works from 7 Am – 3 Pm

b. The middle shift works from 11 Am – 7 Pm

c. The Afternoon shift works from 3 Pm – 11 Pm

Before GRO starts the job, she has to mark her attendance through finger print system at

security which shows the time of the arrival. And at the end of the shift, the GRO repeats the

process to show what time she finished the job. Then the security will do the check to avoid

losses in the hotel area.

I. . The Roles of Guest Relation Officer (GRO) In The Sunan Hotel solo

The main role of guest GRO in The Sunan Hotel Solo are making sure that guests feel

welcome from the moment they step into the hotel to the moment they leave and making

sure that they have everything they need during their stay at the Hotel. In details the roles of

GRO in The Sunan Hotel Solo are:

1. Primary coordinator in handling VIP guests

The Sunan Hotel Solo has a lot of important and repeater guests. Those kinds of guests

are in VIP category. Repeater guests receive special treatments since they become loyal

customers of the hotel.

Besides repeater guests, another VIP guests are:

a. President

b. General Manager

c. The owner of the hotel

d. President suite room guest

e. Sunan suite room guest

f. Junior suite room guest

g. Long stay guest

h. State functionaries

i. Artist

GRO’s responsibility is to set the treatments for the following items:

a. Fruit basket

b. Welcome letter

c. Newspaper

d. Golden book for some comments

e. Cookies and welcome drink

In doing this duty, there are some steps. First, GRO re-confirm the guests’ arrival.

After that, GRO prepare the treatments-mentioned above and arranged registration card,

key holder and room key. GRO make sure the status of VIP guests is “special treatment”

on system. In doing room assignment, GRO must notice special request of the guests for

their room, such as smoking room or non smoking room, pool view or city view. GRO

also make sure that the room is VC (Vacant Clean). VC room is ready to sell. The

treatment of fruit basket is done with the help of room service, while bouquet of flowers

is florist and cakes is pastry section.

GRO also prepare welcome letter. The format is available in the GRO’s folder. The

only thing to do is filling the name, the title, and the date according to guest’s name and

Expected Arrival Time (ETA). After the welcome letter is ready, GRO goes to General

Manager Office to get it signed by General Manager then put it in the room.

When all treatment has been prepared, GRO then must make an inspection to ensure

that everything completely set up and ensure the condition of the room: clean and tidy,

no broken item, no wrinkle, the facilities inside the room (safety deposit box, hairdryer,

bed, coffee maker, laundry bag, slipper, mini bar, etc) are available and in the proper

conditions to be used.

2. Problem solver in handling complaint

Some guests have problem during they stay and it is a right for them to complaint about

the lack of hotel services. GRO must listen carefully to the complaint in order to give

impression that the complaint is well accepted. To handle the needs complained, GRO

must be so patient and professional. It is because most of guests share their complaint

with anger and only a few who shares it kindly. GRO should not forget to make a note

for the complaints. After listening to the complaints, GRO takes further handle by

calming down the guests and looking for the best solution depends on the problem

occurs.

a. Examples of Complaints by Guests

1) The internet connection is disconnected

GRO must know why the internet is disconnected. If the problem is with the

internet service company, GRO must explain the situation to the guest. If the

problem is from the hotel internet system, GRO should re-register the guest’s

room number and call the IT (Internet Technician). The next to do by GRO is

apologize to the guests for the inconvenience.

2) The defect of room facilities

The defect of room facilities include the Air Conditioner which is not turning on,

turbid tab water, or leaks in the room. These problems should be reported to the

engineering department of the hotel to fix the problem. GRO must ensure that the

engineer will come immediately. The next to do by GRO is apologize to the

guests for the inconvenience.

J. The Activities of Guest Relation Officer ( GRO) in The Sunan Hotel Solo

1. Reporting & Updating

GRO will make a lot of report. The function of the report made of GRO are: for

preparing amenity, inspecting the room, courtesy call, group arrivals. Report that GRO

made usually are: VIP arrival, In House and Departure Report, Special by special Service

Report, Group Arrival and Departure Report. These reports are generated by Hotel

System.

2. Preparing VIP arrival

This includes preparing VIP's welcome folder, all the registration card and the guest keys

which are kept in the GRO tray.

3. Preparing Guest Amenities

Guest amenities request is made by GRO. This will be done by printing Special Service

Report. Guest amenities request should be delivered to Department concern at least one

day before arrival.

4. Inspecting VIP guest's room

In morning shift, GRO will inspect the VIP room based on the VIP arrival list and

communication book.

5. Accomplishing the Registration Card for guest upon check-in

GRO must help guest to fill up Registration card upon check-in. The procedure is as

follows.

a. Greet the guest and offer assistance

b. Ask their passport and help them to write the detail in the registration card.

c. Ask the guest the method of payment and ask if they will settle by credit card, get it

to imprint.

d. Ask the guest to sign the registration card and escort to the room.

6. Escorting guest

GRO must walk in the front of the guest (to lead the guest) but when entering the lift or

walk out the lift should let the guest first, meanwhile to explain the most updated hotel

information.

7. Handling complaints

One of the most important tasks that GRO have to do is handling complaints. To fill up

the complaint book, GRO have to write the company name, room’s number and also the

check-out date.

8. Handling Birthday guest

GRO will order a Birthday cake to Room Service and make a Birthday card for the guest.

9. Handling Honeymooner guest

GRO will order Fruit Basket or Flower and prepare the card for the Honeymooner

guests.

10. Lobby Positioning

GRO must be in the lobby all the time to greet and assist incoming guests, otherwise they

must be in their positions in the lobby.

11. Product Knowledge

GRO has to know all the product that hotel have, all facilities, opening time, room rates,

and the number of rooms. GRO also has to know about hotel’s promo. GRO has to know

the name of the GM, EAM, Chef, and other important person in the hotel.

12. Basic check-in and updating

All GRO must understand how to do the basic check-in and updating. Especially, if she

know the receptions are too busy in the counter. she has to help them by helping the

guests check-in, explaining briefly the important points, and escorting them to the room.

13. Basic Reservation

All GRO should have the knowledge about reservation, as GRO might be required to

handle a reservation on guest behalf.

14. Courtesy call

One of the GROs who is in-charge in afternoon shift, she will do the courtesy call. It is

done to give an attention by offering assistance to the guest and get the guest's feedback.

Then she write the conversations in the guest comments book.

15. Conversing with Guest

One of the main jobs of GRO is conversing with the guest, especially in the lobby area. It

is done to get any feedback from the guests.

K. Check List of The Activities of Guest Relation Officer (GRO) in The Sunan

Hotel SOLO

Every day, GRO has three shifts. They are: morning, middle and afternoon with eight

working hours each. The first thing to do is the morning shift is to take “GRO Check List”

which mentions the job description of GRO, as follows

1. Morning shift : 07 AM until 3 PM

NO LIST

1. Reading GRO Communication or Log book and Morning report and take

immediate action for urgent matters

2. Attending morning briefing with Front Desk and take a note of any new

information from other sections

3. Checking the current status in the system (group, birthday, honeymooner,

anniversary) and make a GRO report

4. Checking today’s newspaper

5. Preparing today amenities requisition base on the VIP arrival

6. Preparing the VIP welcome drink and face towel

7. Welcoming the guest

8. Going to airport if necessary to handling VIP arrival.

9. Offering assistant to other section (Reception, Reservation & Concierge).

10. Back to lobby positioning

11. Showing room for any inspection today

12. Preparing the next day amenities requisition

13. Passing over all the pending matters to the afternoon shift at the afternoon

briefing.

2. Middle Shift: 11 AM – 7 AM.

1. Reading GRO Communication or Log book and Morning reportand take

immediate action for urgent matters.

2. Checking the current status in the computer (hotel system )

3. Standing in the lobby for hosting, assisting guest's queries and escorting the

entire arrival guest mainly for VIP guest. Show room or directing the guest to

the respective area.

4. Going to airport if necessary to handling VIParrival.

5. Back to lobby positioning and help other section of Front Desk if any.

6. Updating the Guest History for today's arrival.

3. Afternoon Shift : 3 AM – 11 PM

1. Reading GRO Communication or Log book and Morning report and

take immediate action for urgent matters.

2. Attending afternoon briefing & take over or follow up all the pending

matters of morning clerical tasks, keep on updating the status.

3. Checking the current status in system

4. Standing in the hotel lobby to greet and assist incoming guests.

5. Conducting courtesy call.

6. Going to airport if necessary to handling VIP arrival.

7. Going along with the Manager to deliver the cake to the guest and sing

Happy birthday together with the Manager for in house birthday

celebrate.

8. Filing all today report in the proper bin cards.

9. Passing over all the pending matters to Duty Night Manger and record

down in the Log book tomorrow's date for the nextday morning GRO

to follow up.

10. Updating the Guest History for today's arrival