PROCESS OF HANDLING CHECK-IN AT FABU HOTEL BANDUNG

PROCESS OF HANDLING CHECK-IN AT

FABU HOTEL BANDUNG

FINAL PAPER

Submitted to fulfill one of the requirements

to obtain the Diploma III Degree Program

By:

PAUL BERNARD PARTOMUAN SITUMORANG

Student Registration Number: 201621315

HOSPITALITY DEPARTMENT

ROOM DIVISION MANAGEMENT

SEKOLAH TINGGI PARIWISATA

BANDUNG

2019

VERIFICATION SHEET

FINAL PROJECT TITLE

PROCESS OF HANDLING CHECK-IN AT FABU HOTEL BANDUNG

NAME : Paul Bernard Partomuan Situmorang

NIM : 201621315

STUDY PROGRAM : Room Division Management

Supervisor I,

Wanti Arum Wanti, S.Sos., MM.Par.

NIP. 19650814 199703 2 002

Supervisor II,

Dra. Kuswardhani, M.Ed.

NIP. 19550125 198603 2 001

Acknowledging,

Head of Academic, Administration and

Student Affairs

Andar Danova L. Goeltom, S.Sos., M.Sc

NIP.19710506 199803 1 001

Approving,

Director of Bandung Institute of Tourism

Faisal, MM.Par.,CHE

NIP. 19730706 199503 1 001

LETTER OF DECLARATION

Signed by:

Name : Paul Bernard Partomuan Situmorang

Place / Date of Birth : Bandung, September 18th, 1998

NIM : 201621315

Study Program : Room Division Management

I hereby declare that:

1. Final Project / Final Project / Thesis entitled: "PROCESS OF HANDLING CHECK-IN AT FABU HOTEL BANDUNG"

This is the work and result of my own research, not the result of plagiarism,

quotation, compilation by other people or parties or other methods that are not

in accordance with the academic provisions that apply in Sekolah Tinggi

Pariwisata Bandung and ethics that apply in scientific society except the

directives from Supervisor Team.

2. In this Final Project / Final Project / Thesis there are no works or opinions that

have been written or published by other people or parties except clearly

written as references in the manuscript with stated sources, names of authors

and included in the bibliography.

3. I made this statement in full, if in this Final Project / Final Project / Thesis

script is found a violation of what I stated above, or a violation of scientific

ethics, and / or there is a claim to the authenticity of this text, then I am

willing to accept academic sanctions in the form of revocation of titles that

have been obtained because of this paper and other sanctions in accordance

with the applicable norms at Sekolah Tinggi Pariwisata Bandung and other

related regulations.

4. Thus I make this Statement with full truth and for it to be used properly.

Bandung, August 2019

Stated by

Paul Bernard P. S.

NIM : 201621315

iv

PREFACE

Praise to the Almighty for the mercy and guidance which is given to the

writer to complete this final paper entitled “PROCESS OF HANDLING

CHECK-IN AT FABU HOTEL BANDUNG”. This final paper is written as a

requirement to obtain the Diploma III Degree Program in Room Division

Management, Hospitality Department of Sekolah Tinggi Pariwisata Bandung.

During the process of this research, the writer has received a lot of

assistance from people who really support the writer. The writer would like to

thank to the followings:

1. Mr. Faisal, MM.Par., CHE as Director of Sekolah Tinggi Pariwisata

Bandung

2. Mr. Andar Danova L. Goeltom, S.Sos., M.Sc. as Head of Academic

Administration and Student Affairs of Sekolah Tinggi Pariwisata

Bandung

3. Mr. Edison, S.Sos., MM. as Head of Hospitality Department, Sekolah

Tinggi Pariwisata Bandung

4. Mr. Lucky Karsuki as Head of Room Division Management, Sekolah

Tinggi Pariwisata Bandung

5. Mrs. Wanti Arum Wanti, S.Sos., MM. Par as the first supervisor for

the help, understanding and guidance

6. Mrs. Dra. Kuswardhani, M.Ed as the second supervisor for the help,

understanding and guidance

7. All lecturers of Sekolah Tinggi Pariwisata Bandung, especially from

Room Division Management for the knowledge

8. Mr. Affan, as Front Office Supervisor at Fabu Hotel Bandung for

helping me to get the information in Front Office

9. Fabu Hotel Bandung for allowing me doing the research in front office

department

v

10. My beloved parents, Mr. Edi Situmorang and Mrs. Rismaida

Sitanggang for the prayer and motivation

11. My eldest sister, Lidya Cristina Febriani Situmorang, for helping me in

checking my grammar during writing this research proposal

12. To all my friends, Red Ants, for their help and support during this

research process

Finally, the writer would like to apologize for the imperfection in this

writing and hopefully this final paper could be beneficial for the readers.

Bandung, August 2019

vi

LIST OF CONTENTS

Page

PREFACE .................................................................................................... iv

LIST OF CONTENTS ................................................................................ vi

LIST OF TABLES ...................................................................................... viii

LIST OF FIGURES .................................................................................... ix

LIST OF APPENDICE .............................................................................. x

CHAPTER I INTRODUCTION

A. Background of the Problem ....................................... 1

B. Problem Identification ............................................... 5

C. Objectives of Final Paper Research ........................... 6

D. Method of Research and Techniques

of Collecting Data ...................................................... 6

E. Location and Time of Research ................................. 8

CHAPTER II GENERAL OVERVIEW

A. Profile of Fabu Hotel Bandung .................................. 10

B. Classification of Fabu Hotel Bandung ....................... 11

C. Facilities of Fabu Hotel Bandung .............................. 12

D. Organizational Structure at Fabu Hotel Bandung ….. 14

E. The Overview of Guest Arrival Preparation in Front

Office Department at Fabu Hotel Bandung ............... 19

F. The Overview of Registration Process and Room

Key Handing Over in Front Office Department

at Fabu Hotel Bandung .............................................. 25

vii

CHAPTER III PROBLEM ANALYSIS

A. Analysis of Guest Arrival Preparation in Front

Office Department at Fabu Hotel Bandung .............. 31

B. Analysis of Registration Process and Room Key

Handing Over in Front Office Department at Fabu

Hotel Bandung ……………………………………... 34

CHAPTER IV CONCLUSION AND SUGGESTION

A. Conclusion ................................................................. 38

B. Suggestion .................................................................. 39

BIBLIOGRAPHY ....................................................................................... 41

APPENDIX .................................................................................................. 43

viii

LIST OF TABLES

Table Page

1.1 Front Office Complaint Data at Fabu Hotel Bandung ........................ 4

2.1 Room Types, Total Numbers and Room Rates at

Fabu Hotel Bandung ........................................................................... 12

2.2 Capacity and Size of Meeting Rooms at Fabu Hotel Bandung .......... 14

2.3 Total Employees of Front Office Department at


2.4 Working Shifts of Front Office Department at


2.5 First Observation Results of the Guest Arrival Preparation in

Front Office Department at Fabu Hotel Bandung .............................. 23

2.6 Second Observation Results of the Guest Arrival Preparation in

Front Office Department at Fabu Hotel Bandung .............................. 24

2.7 The Guests’ Responses of the Registration Process and Room Key

Handing Over in Front Office Department at Fabu Hotel

Bandung …………………………………………………………….. 29

3.1 First and Second Observation Results of the Guest Arrival

Preparation in Front Office Department at Fabu Hotel Bandung ....... 32

ix

LIST OF FIGURES

Figure Page

2.1 The Organizational Structure of Front Office Deparment at


x

LIST OF APPENDICE

Appendix Page

1 Interview Guidance ............................................................................... 43

2 Questionnaire for Guests Related to the Registration Process

and Room Key Handing Over at Fabu Hotel Bandung ........................ 44

3 Observation Checklist for Receptionists Related to the Guest

Arrival Preparation at Fabu Hotel Bandung ......................................... 45

4 Profile of Writer .................................................................................... 46

1

CHAPTER I

INTRODUCTION

A. Background of the Problem

Recently, hotel business in Indonesia is developing and expanding

rapidly. It is happening due to the increasing numbers of tourists coming to

Indonesia and staying at hotels. This makes the hotel gain profit and certainly

has a positive impact on the economy of the people in Indonesia.

Ninemeier and Perdue (2005:6) stated: “Hotel is a for-profit

business that rents sleeping rooms and often provides other amenities such as

food and beverage service, swimming pools and exercise rooms, meeting

spaces, business centers, and concierge services”. It is stated previously, hotel

is an accommodation that provides a place to stay and facilities that can meet

guests’ needs. When guests’ satisfactions are fulfilled, undeniably they will

become loyal guests. As a result, more profits are achieved.

In general, hotel has several departments that can support the smooth

operation of the hotel itself. They are Front Office, Food and Beverage,

Houskeeping, Accounting, Marketing, Human Resources and Engineering.

Front Office is one of the departments that can get the biggest income from

the sale of rooms. In relation to it, Hayes and Ninemeier (2007:265) stated:

“Front Office is the department within the hotel responsible for guest

reservations, registration, service and payment”. Based on the theory, it can

be known that front office is responsible to help the guests from the

reservation process until the payment process.

2

In Front Office there are several sections that can support guests'

needs, such as Reception, Guest Relation Officer, Concierge and Telephone

Operator. Each section in the Front Office department has its own duties and

responsibilities. One of the most important sections of Front Office is

Reception. According to Prakoso (2017:45): “Resepsionis adalah salah satu

seksi dari front office yang mempunyai tanggung jawab terhadap

penanganan tamu check-in, stay, sampai check-out.” Receptionist is one of

front office sections that has responsibility for handling check-in, stay, and

check-out guests. From the theory, it can be stated that reception is a section

that has responsibility to handle check-in until check-out.

Every guest who comes and stays at the hotel must do the check-in

first; guests present themselves at a front desk area to have the registration

process. Darsono (2011:129) stated: “Penerimaan tamu merupakan suatu

rangkaian kegiatan dari penyambutan tamu pada saat menghampiri meja

pendaftaraan (registration counter) sampai saat melepas tamu menuju kamar

dengan diantar bellboy.” Handling check-in is a set of activities from

welcoming the guests when approaching the registration desk until when a

receptionist release the guests to the room with the bellboy. From the theory,

it can be known that handling check-in is a process of welcoming guests until

guests leave the front desk area to go to their room.

Therefore, to support the smooth operation, a receptionist must know

or understand the standard operational procedures at the hotel so that a

receptionist knows the steps from the guest coming, staying at the hotel until

the guest leaves the hotel. Sulastiyono (2007:50) stated: “Adapun yang harus

3

diperhatikan dalam proses penerimaan tamu oleh seorang resepsionis antara

lain: 1) Persiapan sebelum tamu datang; 2) Registration (pendaftaran) dan

memberikan kunci kamar.”

There are some steps should be considered in the check-in process by a

receptionist:

1. Preparation before the guest arrives

2. Registration and room key handing over

Based on the observation result and preliminary interview that the

writer has done with front office supervisor of Fabu Hotel Bandung, they

received several complaints related to check-in process. Along with this, it

can be interpreted that the receptionist has not maximally implemented the

check-in Standard Operational Procedure. The following is the result of guest

complaints that the writer has got from the guest comments:

4

TABLE 1.1

FRONT OFFICE COMPLAINT DATA

AT FABU HOTEL BANDUNG

Period of July 2018 – January 2019

PERIODS GUEST COMPLAINTS SOURCES

July I arrived at 2:40 PM to do check

in and my room was not ready

yet. I need to wait for 20 minutes

till my room ready.

Tripadvisor

October I got smoking room when checkin

and the room key isn’t working.

Booking.com

November

Checkin lama, toilet bau Hotel Guest

Comment

December Saya sudah memesan kamar non-

smoking room untuk 2 kamar,

malah dapat smoking room saat

checkin.

Agoda

January Kamar dan lokasi bagus. Hanya

waktu saya menginap saat tahun

baru, resepsionis kurang

persiapan, sistem kartu kamar

yang tidak berfungsi.

Agoda

TOTAL 5

Source: Front Office Department of Fabu Hotel Bandung, 2019

5

Based on the above data, it is assumed that the complaints occurred

because the receptionists did not apply the check-in process appropriately

with the standard operational procedure that had been determined. When the

guests want to check in at 2:40 p.m., the room status is still dirty, so the

guests have to wait for the room to be ready. From this complaint, it is

assumed that the receptionists have not checked and updated the room status

due to the check-in time is 02:00 p.m. In the case of determining the room as

well, the receptionists do not block the room according to the guests’ request,

where the guests book for a non-smoking room, but the receptionists give

them a smoking room. Room key preparation should also be done before the

guests check in, because an electric room key can cause an error in updating

the room number in the room key and it cannot work well when the guests

use it. The check-in process can take a long time due to the lack of

preparation, such as preparing registration cards, guest cards, room keys and

even updating the room status. Therefore, the writer is interested in doing a

research for the Final Paper with the title: “PROCESS OF HANDLING

CHECK-IN AT FABU HOTEL BANDUNG”.

B. Problem Identification

Based on the above problem background that has been described, the

writer decides the problem identification, as follow:

1. How is the process of preparing check-in at Fabu Hotel Bandung?

2. How is the registration process and room key handing over at Fabu Hotel

Bandung?

6

C. Objectives of Final Paper Research

1. Formal Objective

To fulfill one of the academic requirements in semester 6 to complete the

study in Diploma III program at Sekolah Tinggi Pariwisata Bandung.

2. Operational Objective

a. To find out how the process of preparing check-in at Fabu Hotel

Bandung is.

b. To find out how the registration process and room key handing over

at Fabu Hotel Bandung is.

D. Method of Research and Techniques of Collecting Data

1. Method of Research

The method of research used is descriptive method by collecting,

analyzing and presenting the data relating to the problem identifications.

Sudaryono (2017:82) stated: “Metode deskriptif adalah penelitian

terhadap masalah-masalah berupa fakta-fakta saat ini dari suatu

populasi yang meliputi kegiatan penilaian sikap atau pendapat terhadap

individu, organisasi, keadaan, ataupun prosedur.” Descriptive method is

a research on problems of current facts from a population which includes

activities to assess attitudes or opinions of individuals, organizations,

condition, or procedures.

7

2. Techniques of Collecting Data

a. Observation

Observation is an activity to research something directly by using

observation check list. According to Gulo (2010:116): “Pengamatan

(observasi) adalah metode pengumpulan data di mana peneliti atau

kolaboratornya mencatat informasi sebagaimana yang mereka

saksikan selama penelitian.” Observation is a method of collecting

data in which researchers or collaborators record information as they

find out during research.

b. Interview

Interview is used as a way to obtain data with the resourceful person.

Setyobudi and Daryanto (2015:139) stated: “Teknik wawancara

mempunyai kelebihan yakni penanya dapat menerangkan secara

detail pertanyaan-pertanyaan yang diajukan.” The interview

technique has the advantage that the interviewer can explain in detail

about the proposed questions. The writer conducted the interview with

Mr. Affan Bachtiar as Front Office Supervisor at Fabu Hotel

Bandung.

c. Questionnaire

Questionnaire is an efficient datum getting technique where the

respondent can fill in questions and statements given by the writer.

According to Sugiyono (2016:230): “Kuesioner merupakan teknik

pengumpulan data yang dilakukan dengan cara memberi seperangkat

8

pertanyaan atau pernyataan tertulis kepada responden untuk

dijawab.” The questionnaire is a technique of getting data by giving a

set of questions or written statements to the respondent to be

answered.

d. Literature Study

Literature study is a method used by using various kinds of books or

other literatures to support the problems being observed. According to

Arikunto (2006): “Studi pustaka adalah metode pengumpulan data

dengan mencari informasi lewat buku, majalah, koran dan literatur

lainnya yang bertujuan untuk membuat suatu landasan teori.”

Literature study is a method of collecting data by seeking information

through books, magazines, newspapers and other literatures that aim

to make a theoretical foundation.

E. Location and Time of Research

1. Location of Research

The writer has observed and collected the data at Fabu Hotel Bandung,

which is located at Kebon Jati St. 32, Kebon Jeruk, Andir, Bandung, West

Java 40181.

Phone number : +62 22 4224600

E-mail : [email protected]

Website : www.fabuhotel.com

mailto:[email protected]

http://www.fabuhotel.com/

9

2. Time of Research

This research has been conducted for 5 months from February to July

2019.

10

CHAPTER II

GENERAL OVERVIEW

A. Profile of Fabu Hotel Bandung

Fabu Hotel Bandung is located at 32 Kebonjati Street, Kebon Jeruk,

Andir, Bandung, West Java 40181. This hotel is in the heart of the city, which

is not far from Braga.

Fabu Hotel Bandung is in a very strategic place because the distance

of Fabu Hotel Bandung to the urban areas of Bandung is reachable. This hotel

is near Bandung point of interest; a 5-minute walk to Pasar Baru Trade center,

Gardu Jati Culinary Area; a 10-minute walk to Paskal Hyper Square; a 10-

minute drive to Braga City Walk, Asia Afrika, Alun-alun, Bandung City Hall,

Cibadak Night Culinary, Sudirman Night Culinary, Museum Asia Afrika; a

15-minute drive to Istana Plaza Mall, a 10-minute drive away from Bandung

Train Station to Fabu Hotel Bandung and a 15-minute drive away from

Husein Sastranegara International Airport.

Fabu Hotel Bandung did a soft opening on November 28th, 2014 and

the grand opening event was held on December 19th, 2014. From the soft

opening until January 2018, Fabu Hotel Bandung was managed by PT.

Maharani Parahyangan and from January 2018 until present, Fabu Hotel

Bandung is managed by PT. DMS Properindo.

11

B. Classification of Fabu Hotel Bandung

Fabu Hotel Bandung can be classified into some criteria based on:

1. Star

Based on star classification, Fabu Hotel Bandung is a 3-star hotel.

2. Location

Fabu Hotel Bandung is located at 32 Kebonjati Street, Kebon

Jeruk, Andir, Bandung, West Java 40181. It is strategically located

in the heart of the city with an easy access to Pasar Baru Trade

center, Braga City Walk, Asia Afrika, Alun-alun, Istana Plaza Mall,

Train Station and Husein Sastranegara International Airport that

makes Fabu Hotel Bandung a city hotel.

3. Number of Rooms

Fabu Hotel Bandung has 86 rooms. It is classified as a small hotel

because the total rooms are fewer than a hundred.

4. Plan

Fabu Hotel Bandung is classified as a continental plan because the

room rate includes breakfast for two persons.

5. Types of Guests

Fabu Hotel Bandung is classified as a business hotel because most

of the guests in Fabu Hotel Bandung stay for business purposes.

6. Length of Stay

Based on length of stay classification, Fabu Hotel Bandung is

classified as a semi-residential hotel. The guests stay around 2 until

7 days.

12

C. Facilities of Fabu Hotel Bandung

There are several facilities to complete the needs and provide comfort

for the guests during their stays at Fabu Hotel Bandung, as follows:

1. Room Facilities

Fabu Hotel Bandung, equipped with 86 rooms, has 5 types of rooms

with different rates. The following are the rates, total numbers and types

of the rooms, which is available at Fabu Hotel Bandung.

TABLE 2.1

ROOM TYPES, TOTAL NUMBER AND ROOM RATES


2019

ROOM TYPES TOTAL NUMBERS ROOM RATES

Superior Room 4 rooms IDR. 560.000

Deluxe Room 72 rooms IDR. 640.000

Junior Suite Room 4 rooms IDR. 1.040.000

Loft Room 2 rooms IDR. 1.200.000

Suite Room 4 rooms IDR. 1.440.000


Based on the above data, 5 types of rooms have their own features, as

follows:

a. Electronic Door Locks

b. Air Conditioning

c. Safety Deposit Box

d. LED TV 32’

13

e. TV Cable

f. IDD telephone system

g. Coffee and tea maker

h. Large working desk

i. Mini Bar

j. Electric Kettle

k. Wi-Fi / Internet access

l. Wake-up service

2. Restaurant Facilities

Fabu Hotel Bandung has one restaurant that serves Indonesian and

Western cuisines on the lobby floor, named Delicious Restaurant. It

opens from 7 a.m. until 11 p.m.

3. Coffee Shop Facilities

Fabu Hotel Bandung has one coffee shop on the lobby floor, named U-

Coffee Kopi Tiam Shop.

4. Meeting Room Facilities

Fabu Hotel Bandung has four meeting rooms on the lobby floor. It can

be seen at the following table, the capacity and size of meeting rooms

available at Fabu Hotel Bandung are:

14

TABLE 2.2

CAPACITY AND SIZE OF MEETING ROOM


2019

Meeting

Room

Size Capacity

U-Shape Classroom Theatre

Prosperious 30 m2 14 22 36

Marvelous 45 m2 18 34 54

Glorious 68 m2 26 50 82

Fabulous 113 m2 40 84 136


D. Organizational Structure at Fabu Hotel Bandung

Generally, there is an organizational structure in a hotel that aims to

find out the positions, duties and responsibilities of each department and each

employee. Huyton (2000:14) stated: “An organization can be defined as a

system of coordinated activities of a group of people working cooperatively

towards a common goal.” In brief, the organizational structure consists of a

group of people who work together to achieve a goal. It is also helpful for

hotel operations in order to meet hotel expectations and coordination between

departments and employees.

The organizational structure can show clearly the positions, duties and

responsibilities of each employee in the hotel. Each hotel has an

organizational structure that is divided into several departments. Sulastiyono

(2006:31) stated: “Struktur organisasi menjelaskan suatu tingkatan hirarkis,

15

di mana dalam struktur tersebut dapat diketahui bagian-bagian yang

terdapat di hotel tersebut, hubungan antara atasan dan bawahan.” The

organizational structure describes a hierarchical level, in which the

relationship between superiors and subordinates can be seen in the hotel

structures.

The type of organization structures of each hotel is different

depending on hotel classification. Hayes and Ninemeier (2006:23) stated:

“The differences in hotels of varying sizes, consider the organizational charts

that are typical in a small organizational charts hotel (less than 90 rooms),

large organizational charts hotel (350 rooms), and mega property

organizational charts (3,000 rooms).” Therefore, Fabu hotel Bandung is

classified as a small hotel organizational structure. The following is the

organizational structure of the Front Office Department at Fabu Hotel

Bandung:

16

FIGURE 2.1

THE ORGANIZATIONAL STRUCTURE OF

FRONT OFFICE DEPARTMENT AT FABU HOTEL BANDUNG

2019


Based on the figure above, the following is total employees of Front

Office Department at Fabu Hotel Bandung:

Front Office

Supervisor

Receptionist

Bell Driver

17

TABLE 2.3

TOTAL EMPLOYEES OF FRONT OFFICE DEPARTMENT


2019

NO. POSITIONS TOTAL OF EMPLOYEE

1. Front Office Supervisor 1

2. Receptionist 4

3. Bell Driver 1

TOTAL 6


Each position in Front Office Department at Fabu Hotel Bandung has

their own duties and responsibilities. The following are the duties and

responsibilities of the Front Office Department staff at Fabu Hotel Bandung:

1. Front Office Supervisor

a. Reporting (Daily, weekly and monthly)

b. Front Office closing check (morning shift, afternoon shift and night

shift)

c. Maintaining the Front Office operational

d. Checking Bell Driver activities

e. Checking Front Desk Agents / Receptionists activities

f. Room checking with Housekeeping Coordinator

g. Arranging Front Office schedule

h. Setting walk-in room rate (Daily)

18

i. Giving a training to Front Office Department (6 hours

minimum/month)

2. Receptionist

a. Handling check-in guests

b. Handling check-out guests

c. Handling and making reservation

d. Upselling the rooms

e. Front Office closing check (morning shift, afternoon shift and night

shift)

f. Reporting

g. Competitor report

3. Bell Driver

a. Car cleaning (Daily)

b. Car washing (Weekly)

c. Maintaining car cleanliness and condition

d. Reporting to Front Office Supervisor (Daily)

e. Monthly report of car usage

f. Luggage up and down

Due to the total employees, duties and responsibilities of Front Office

staff at Fabu Hotel Bandung, the working procedure at Fabu Hotel Bandung

is 5-1 (5 days working and 1 day off). There are three shifts of Front Office

Department employee at Fabu Hotel Bandung, as follows:

19

TABLE 2.4

WORKING SHIFTS OF FRONT OFFICE DEPARTMENT


2019

SHIFTS TIME

Morning shift 07.00 – 15.00

Afternoon shift 15.00 – 23.00

Night shift 23.00 – 07.00


E. The Overview of Guest Arrival Preparation in Front Office Department

at Fabu Hotel Bandung

Before the guests arrive at the hotel to stay, the receptionists must

have good preparation so that the check-in process can run quickly and

precisely. This is also done to avoid negative things such as guest complaints

from the long check-in process.

In general, all guests expect the check-in process run quickly because

most of guests who arrive after long distance trip are tired and rush to take a

rest. Therefore, the receptionists must be able to do the check-in process

quickly and precisely in order to give satisfaction to the guest and avoid the

complaints from the guests. Fitzsimmons (2011:116) stated: “When

expectations are not met, however, service quality is deemed unacceptable.

When expectations are confirmed by perceived service, quality is

20

satisfactory.” From the theory above, it can be said that the guests will feel

satisfied if the wishes and expectations of guests are fulfilled.

To create and provide good services to guests in doing the check-in

process, receptionists must have good preparation before the guests arrive and

do check-in, such as knowing the name of the guests who will arrive to stay

on that day. Sambodo and Bagyono (2006:132) stated:

Informasi kegiatan penerimaan tamu sebelum menerima kedatangan

tamu (preparation for guest arrival) antara lain:

1. Membaca log book

2. Akurasi rak status kamar

3. Menghitung kamar (room available for walk-in)

4. Memblok kamar

5. Laporan status kamar (room status report)

6. Daftar tamu yang akan tiba (expected arrival list)

7. Catatan riwayat kunjungan tamu (guest history)

8. Tamu yang akan datang dengan permintaan khusus (expected arrival

guest with special request)

9. Daftar tamu-tamu penting (lists of VIP guests)

10. Persiapan lain untuk kedatangan tamu lain (other preparations for

the arrival of other guests).

There are some preparations upon guest arrival, as follows:

1. Reading the logbook

2. Racking the accuracy of room status

3. Calculating rooms (room available for walk-in)

4. Blocking the rooms

5. Room status report

6. Expected arrival list

7. Record guest history

8. Expected arrival guest with special request

21

9. List of VIP guests

10. Other preparations for the arrival of other guests

Based on the previous explanation, there are steps that must be known by the

receptionists when doing a preparation before the guest arrives.

To create a good service, the receptionists are required to serve guests

check-in quickly and precisely. Soenarno (2006: 176) stated: “Proses

pelayanan check-in harus dilakukan secara cepat dan tepat karena hal ini

dilakukan guna memberi kepuasan kepada tamu.” The check-in service

process must be quickly and precisely done because this is done to give

satisfaction to the guest. Based on the theory, it is mandatory for the

receptionists to have good preparation before serving the check-in guests.

Each hotel has their own procedures related to the guest arrival

preparation. The following are the procedures of guest arrival preparation

based on Fabu Hotel Bandung standard operational procedures:

1. Reading the logbook

2. Checking the room status

3. Knowing the number of occupied rooms

4. Knowing the room availability

5. Checking the reservation

6. Blocking the rooms

7. Checking special requests from guests

8. Checking the data of guests who stay

9. Preparing lists of VIP guests

22

The writer has made direct observations to find out whether the

standard operational procedures have been implemented or not by the

receptionists at Fabu Hotel Bandung during the guest arrival preparations.

In the technique of collecting data, the writer has conducted and made

a check list for four receptionists at Fabu Hotel Bandung related to the guest

arrival preparation. In giving the assessment to the aspects analyzed, the

writer uses Guttman scale, so that it will get the conclusion from the analysis

itself. Sugiyono (2010:96) stated: “Skala Guttman akan didapat jawaban

yang tegas, yaitu ya-tidak; benar-salah; pernah-tidak pernah; positif-

negatif.” The Guttman scale will get a firm answer, yes-no; true-false; never-

ever; positive-negative. Based on the theory above, it can be said that

Guttman scale is used for getting the firm answer based on the observation

check list for four receptionists at Fabu Hotel Bandung.

The following are the results of the first and second observations for

four receptionists regarding the guest arrival preparation of Front Office

Department at Fabu Hotel Bandung:

23

TABLE 2.5

FIRST OBSERVATION RESULTS OF THE GUEST ARRIVAL

PREPARATION IN FRONT OFFICE DEPARTMENT


N= 4

No

.

Aspects Yes No Total

f % f % f %

1. Reading the log book 2 50% 2 50% 4 100%

2. Racking the accuracy of

room status

2 50% 2 50% 4 100%

3. Calculating rooms (room

available for walk-in)

1 25% 3 75% 4 100%

4. Blocking the room 3 75% 1 25% 4 100%

5. Room status report 1 25% 3 75% 4 100%

6. Expected arrival list 2 50% 2 50% 4 100%

7. Record guest history 1 25% 3 75% 4 100%

8. Prepare expected arrival

guest with special request

2 50% 2 50% 4 100%

9. Lists of VIP guests 3 75% 1 25% 4 100%

10. Other preparations for the

arrival of other guests

1 25% 3 75% 4 100%

Total 18 45% 22 55% 40 100%

Source: Observation Results of Data Calculation, 2019

24

TABLE 2.6

SECOND OBSERVATION RESULTS OF

THE GUEST ARRIVAL PREPARATION IN FRONT OFFICE

DEPARTMENT AT FABU HOTEL BANDUNG

N= 4

No

.

Aspects Yes No Total

f % f % f %

1. Reading the log book 3 75% 1 25% 4 100%

2. Racking the accuracy of

room status

2 50% 2 50% 4 100%

3. Calculating rooms (room

available for walk-in)

1 25% 3 75% 4 100%

4. Blocking the room 3 75% 1 25% 4 100%

5. Room status report 2 50% 2 50% 4 100%

6. Expected arrival list 1 25% 3 75% 4 100%

7. Record guest history 2 50% 2 50% 4 100%

8. Prepare expected arrival

guest with special request

2 50% 2 50% 4 100%

9. Lists of VIP guests 2 50% 2 50% 4 100%

10. Other preparations for the

arrival of other guests

1 25% 3 75% 4 100%

Total 19 47,5% 21 52,5% 40 100%


25

Based on the first observation results regarding the guest arrival

preparation, it is 45% of receptionists have fullfiled the standard operational

procedures and 55% of receptionists have not implemented the standard

operational procedures, so it can be stated that receptionists tend not to fullfil.

Based on the second observation results, it is 47,5% of receptionists have

fullfiled the standard operational procedures and 52,5% of receptionists have

not implemented the standard operational procedures, so it can be stated also

that receptionists tend not to perform the standard operational procedures

accordingly.

F. The Overview of Registration Process and Room Key Handing Over in

Front Office Department at Fabu Hotel Bandung

When the guests arrive at the hotel to stay, the guests will be directed

to the Front Office to do the registration process. This registration process

must be done by all guests who will stay at the hotel because this process is a

part of check-in process as well. This registration process is done to find out a

clear identity regarding the guests who will stay at the hotel and aims to

anticipate the guests who have an unfavorable background. Soenarno

(2006:125) stated: “Tamu yang hendak menginap di hotel harus melakukan

registrasi. Dengan registrasi, tamu akan diidentifikasi keberadaan dan

statusnya.” The guests who will stay at the hotel must do the registration. By

registering, the guests will be identified their personal information and status.

From the theory above, it can be said that the registration is a process that

must be done by the guests when checking in to find out their identity.

26

After the registration process, the next step that should be done by

receptionists is to prepare and hand over the room key to the guests. The

receptionists must ensure that the room key given to the guest is definitely

correct and inform the bellboy briefly to escort the guests to their room and

help the guests to bring the luggage to their room.

When giving a room key to the guests, the receptionists must make

sure that the room key given to the guests is correct. In the present era, many

hotels have used electric keys, including Fabu Hotel Bandung. In relation to

this, the receptionist must be careful in preparing and checking the guest

room key also to avoid making mistakes.

By having good preparation and doing the duties and responsibilities

in accordance with the standard operational procedures that have been

determined, it will create good service and anticipate the complaints from the

guests. Darsono (2011:60) stated:

Adapan tahapan atau langkah dalam proses pendaftaran tamu dan

pemberian kunci kepada tamu, antara lain:

1. Memberikan kartu pendaftaran kepada tamu dengan sopan dan baik

2. Menentukan kamar

3. Mengisi kartu tamu

4. Menyiapkan kunci kamar

5. Melengkapi kartu pendaftaran yang sudah diisi oleh tamu

6. Memeriksa kembali apabila ada kekurangan, terutama mengenai

pembayaran tamu

7. Memberikan kunci kamar dan kartu tamu

8. Memanggil bellboy untuk membantu membawa barang tamu

9. Mengucapkan terima kasih dan selamat beristirahat kepada tamu

There are some steps in registration process and room key handing over to the

guests, as follows:

27

1. Providing registration card to the guests politely and well

2. Assigning the rooms

3. Filling in the guest card

4. Preparing the room key

5. Completing the registration cards that have been filled in by the

guests

6. Re-checking if there is deficiency, especially regarding to the guest

payments

7. Giving a room key and guest card

8. Asking the bellboy to bring the guests’ luggage

9. Saying thank you and have a good rest to the guests

Based on the previous explanation, there are steps that must be known

by the receptionists when doing the registration process and room key

handing over to the guests. In relation to it, each hotel has their own

procedures related to the registration process and room key handing over. The

following are the procedures of registration process and room key handing

over based on Fabu Hotel Bandung standard operational procedures:

1. Providing registration card to the guests politely to be filled in first

2. Assigning the rooms that will be given to the guests

3. Filling in the guest card that have been filled by the guests


5. Ensuring the guest payments


28

7. Asking the bellboy to bring the guests’ luggage


In the technique of collecting data, the writer has given and made

questionnaires for 36 guests. The number of guests is based on total rooms of

Fabu Hotel Bandung, multiplied by average occupancy of Fabu Hotel

Bandung, multiplied by 7 times doing the research and multiplied by 10%,

then the result is:

86 (total rooms of Fabu Hotel Bandung)

X 59,84% (average occupancy of Fabu Hotel Bandung)

X 7 (7 times doing the research)

X 10% = 36,02

From the results above, it is rounded to 36. So, total of guests given the

questionnaire is 36. The following is the result of questionnaires regarding the

registration process and room key handing over at the Front Office

Department of Fabu Hotel Bandung:

29

TABLE 2.7

THE GUESTS’ RESPONSES OF

THE REGISTRATION PROCESS AND ROOM KEY HANDING OVER

IN FRONT OFFICE DEPARTMENT AT FABU HOTEL BANDUNG

n= 36

No Questions Yes No Total

f % f % f %

1. Providing registration card to

the guests well and politely

15 41,67% 21 58,33% 36 100%

2. Assigning the rooms 14 38,89% 22 61,11% 36 100%

3. Filling in the guest card 16 44,44% 20 55,56% 36 100%

4. Preparing the room key 20 55,56% 16 44,44% 36 100%

5. Completing the registration

cards that have been filled in

by the guests

19 52,78% 17 47,22% 36 100%

6. Re-checking if there is

deficiency, regarding to the

guest payments especially

21 58,33% 15 41,67% 36 100%

7. Giving a room key and guest

card

24 66,67% 12 33,33% 36 100%

8. Asking the bellboy to bring

the guests’ luggages

8 22,22% 28 77,78% 36 100%

9. Saying thank you and have a

good rest to the guests

23 63,89% 13 36,11% 36 100%

Total 160 49,38% 164 50,62% 324 100%

Source: Questionnaire Results of Data Calculation, 2019

30

Based on the questionnaire results regarding the registration process

and room key handing over above, it is 49,38% of guests response that the

receptionists do the registration process and giving room key based on the

standard operational procedures and 50,62% of guests response that the

receptionists do not do the registration process and room key handing over

based on the standard operational procedures, so it can be stated also that

receptionists tend not to perform the standard operational procedures that

have been determined at Fabu Hotel Bandung.

31

CHAPTER III

PROBLEM ANALYSIS

After identifying the problem identifications that have been described

previously, the writer will analyze the problems related to the process of

handling check-in in Front Office Department at Fabu Hotel Bandung. The

Guttman scale is used to process the data obtained. The followings are the

problem identifications that will be analyzed:

1. Preparation before the guest arrives

2. Registration and room key handing over

The writer has made observation check lists for 4 receptionists related

to the problem identification number 1 and a questionnaire for 36 guests

related to the problem identification number 2 above.

A. Analysis of Guest Arrival Preparation in Front Office Department at

Fabu Hotel Bandung

The observation results for 4 receptionists related to the guest arrival

preparation in Front Office Department at Fabu Hotel Bandung that have

been described in table 2.5 and 2.6 on page 24-25, there are 10 steps of

procedure that must be done. The following is a combining table of the first

and second observation results that have been described in table 2.5 and 2.6

and the analysis of observation results for 4 receptionists:

32

TABLE 3.1

FIRST AND SECOND OBSERVATION RESULTS OF

THE GUEST ARRIVAL PREPARATION IN FRONT OFFICE

DEPARTMENT AT FABU HOTEL BANDUNG

No

.

Aspects 1st Observation 2nd Observation Total

f % f % f %

1. Yes 18 45% 19 47,5% 37 46,25%

2. No 22 55% 21 52,5% 43 53,75%

Total 80 100%


Value of “Yes” : 37

Value of “No” : 43 +

Total of Value 80

Total of Value “Yes” : 37 x 100 = 46,25%

80

Total of Value “No” : 43 x 100 = 53,75%

80

The following is the explanations of the guest arrival preparation

procedures that have been fulfilled or not by the receptionists in Front Office

Department at Fabu Hotel Bandung based on the table 2.5 and 2.6:

33

1. Reading the log book

a. 5 receptionists have fulfilled the procedure

b. 3 receptionists have not fulfilled the procedure







4. Blocking the room












8. Prepare expected arrival guest with special request



34

9. Lists of VIP guests






Based on the above analysis data, it can be said that the procedures of

guest arrival preparation in the Front Office Department at Fabu Hotel

Bandung have been fullfiled 46,25%, while 53,75% have not been fulfilled by

the receptionists. As the result of interview with Front Office Supervisor of

Fabu Hotel Bandung, it can be said that the receptionists have missed the

procedures of calculating rooms available for walk-in, room status report,

making an expected arrival list, recording the guest history and other

preparations for the arrival of other guests. As the result, it can be stated that

the receptionists tend not to perform the standard operational procedures that

have been determined by Fabu Hotel Bandung related to the guest arrival

preparation.

B. Analysis of Registration Process and Room Key Handing Over in Front

Office Department at Fabu Hotel Bandung

The questionnaire result from 36 guests related to the registration

process and room key handing over in Front Office Department at Fabu Hotel

Bandung that have been described in table 2.7 on page 30-31, there are 9

35

steps of procedure that must be done by the receptionists. The following is an

analysis of questionnaire result from 36 guests:

Value of “Yes” : 160

Value of “No” : 164 +

Total of Value 324

Total of Value “Yes” : 160 x 100 = 49,38%

324

Total of Value “No” : 164 x 100 = 50,62%

324

The following is the explanations of the registration process and room

key handing over procedures that have or have not been applied by the

receptionists in Front Office Department at Fabu Hotel Bandung based on the

table 2.7:

1. Providing registration card to the guests politely and well

a. 15 guests say the receptionists have applied the procedure

b. 21 guests say the receptionists have not applied the procedure

2. Determining the rooms






36




5. Completing the registration cards that have been filled in by the guests



6. Re-checking if there is deficiency, regarding to the guest payment

especially






8. Asking the bellboy to bring the guests’ luggages






Based on the above analysis data, it can be said that the procedures of

registration process and room key handing over in the Front Office

Department at Fabu Hotel Bandung have been applied 49,38%, while 50,62%

have not been applied by the receptionists. As the result, it can be stated that

the receptionists tend not to perform the standard operational procedures that

37

have been determined by Fabu Hotel Bandung related to the registration

process and room key handing over.

38

CHAPTER IV

CONCLUSION AND SUGGESTION

A. Conclusion

Based on the previous analysis in the chapter 3 regarding the process

of handling check-in at Fabu Hotel Bandung, the writer concludes that:

1. In the guest arrival preparation at Fabu Hotel Bandung, 46,25% of

receptionists have fullfiled the standard operational procedures and

53,75% of receptionists have not fullfiled the standard operational

procedures, so from 10 standard operational procedures, only 3

procedures that have been applied by more than 50% of receptionists,

they are reading the log book, blocking the room and making lists of VIP

guests. Meanwhile, only 2 procedures that have been applied by 50% of

receptionists, they are racking the accuracy of room status and preparing

expected arrival guest with special request. Also, there are 5 procedures

that have been applied by less than 50% of receptionists, they are

calculating rooms available for walk-in, room status report, making

expected arrival list, recording guest history and other preparations for

the arrival of other guests.

2. In the registration process and room key handing over at Fabu Hotel

Bandung, 49,38% of receptionists have applied the standard operational

procedures and 50,62% of receptionists have not applied the standard

operational procedures, so from 9 standard operational procedures, 5

procedures have been applied by more than 50% of receptionists, they

39

are preparing the room key, completing the registration cards that have

been filled in by the guests, re-checking if there is deficiency regarding to

the guest payment especially, giving a room key and guest card, saying

thank you and have a good rest to the guests. Meanwhile, 4 procedures

have been applied by less than 50% of receptionists, they are providing

registration card to the guests well and politely, determining the rooms,

filling in the guest card and asking the bellboy to bring the guests’

luggage.

B. Suggestion

Based on the previous conclusion, the writer tries to give suggestions

to the receptionists in doing the check-in process at Fabu Hotel Bandung:

1. In the guest arrival preparation at Fabu Hotel Bandung, the receptionists

should calculate rooms availability for walk-in guests because it is

important for the guests who want to stay at the hotel without making a

reservation before, so they can choose the types of rooms available. The

receptionists must update the room status due to the arrival guests who

will check in, this is to find out the room status whether it is clean or not,

so the guests can enter the room after doing the registration process. The

receptionists should record the guests history that is used to simplify the

check-in process when the guests return to stay at the hotel without re-

scanning the identity card and also to find out whether the guests who

will stay at the hotel have a good or bad reputation on the previous stay.

When the receptionists are about to start the operations, it would be much

40

better if the receptionists prepare the expected arrival list on that day, so

the receptionists can find out who the guests will be staying on that day

and can prepare other things for the guests arrival, such as room keys,

guest cards, registration cards and room status.

2. In the registration process and room key handing over, the receptionists

should assign the rooms based on the guests preferences, it is used to

make the guests feel like they are in their home and make them become

the loyal guests of the hotel. After doing the registration process, the

receptionists should ask the bell drive to bring the guests’ luggage to

their room and explain the facilities available at the hotel while the bell

drive escorts the guests to their room.

41

BIBLIOGRAPHY

Arikunto, Suharsimi. 2006. Prosedur Penelitian Suatu Pendekatan Praktik.

Jakarta: Rineka Cipta.

Bardi, James A. 2007. Hotel Front Office Management 4th ed. United State of

America: John Wiley & Sons.

Darsono, Agustinus. 2011. Front Office Hotel. Bandung: Gramedia Pustaka

Utama.

Fitzsimmons, James A. 2011. Service Management: Operations, Strategy,

Information Technology 7th ed. New York: McGraw-Hill.

Gulo, W. 2010. Metodologi Penelitian. Jakarta: Grasindo.

Hayes and Ninemeier. 2006. Restaurant Services by Managing the Environment

Cornel Hotel & Restaurant Administration Quaterly. New Jersey: Pearson

Prentice Hall.

Hayes and Ninemeier. 2007. Hotel Operations Management 2nd ed. New Jersey:

Pearson Prentice Hall.

Ninemeier and Perdue. 2005. Hospitality Operations: Careers in the World’s

Greatest Industry. New Jersey: Pearson Prentice Hall.

Prakoso, Prasetyo Aji. 2017. Front Office Praktis Administrasi dan Prosedur

Kerja. Yogyakarta: Gava Media.

Sambodo and Bagyono. 2006. Dasar-dasar Kantor Depan Hotel. Yogyakarta:

Andi Offset.

Setyobudi and Daryanto. 2015. Panduan Praktis Penelitian Ilmiah. Yogyakarta:

Gava Media.

42

Soenarno, Adi. 2006. Front Office Manajemen. Yogyakarta: Andi Offset.

Sudaryono. 2017. Metodologi Penelitian. Depok: Rajawali Pers.

Sugiyono. 2010. Metode Penelitian Pendidikan Pendekatan Kuantitatif,

Kualitatif, dan R&D. Bandung: Alfabeta.

Sugiyono. 2016. Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung:

Alfabeta.

Sulastiyono, Agus. 2006. Manajemen Penyelenggaraan Hotel. Bandung:

Alfabeta.

43

APPENDIX 1

INTERVIEW GUIDANCE

Interviewer : Paul Bernard Partomuan Situmorang

Source : Mr. Affan Bachtiar (Front Office Supervisor of

Fabu Hotel Bandung)

Place : Fabu Hotel Bandung

Time Period : February – June 2019

Questions:

1. What is the brief history of Fabu Hotel Bandung?

2. What are the facilities available at Fabu Hotel Bandung?

3. How many rooms are available at Fabu Hotel Bandung?

4. What room types are available at Fabu Hotel Bandung?

5. what is the organizational structure of Front Office Department at Fabu

Hotel Bandung?

6. How many Front Office Department employees are at Fabu Hotel

Bandung?

7. What are the duties and responsibilities of Front Office Department

employees at Fabu Hotel Bandung?

8. What are the standard operational procedures related to handling check-in

process at Fabu Hotel Bandung?

9. How is the application of standard operational procedures related to

handling check-in process at Fabu Hotel Bandung?

44

APPENDIX 2

QUESTIONNAIRE FOR GUESTS RELATED TO

THE REGISTRATION PROCESS AND ROOM HANDING OVER


RESPONDENT IDENTITY

Name :

Give a sign (√) in the answer column according to what the receptionists have

done related to the registration process.

No Questions Yes No

1. Providing registration card to the guests well and

politely

2. Assigning the rooms



5. Completing the registration cards that have been

filled in by the guests

6. Re-checking if there is deficiency, regarding to the

guest payments especially


8. Asking the bellboy to bring the guests’ luggages


45

APPENDIX 3

OBSERVATION CHECKLIST FOR RECEPTIONISTS RELATED TO

THE GUEST ARRIVAL PREPARATION AT FABU HOTEL BANDUNG

No Aspects Yes No

1. Reading the log book



4. Blocking the room




8. Prepare expected arrival guest with special request

9. Lists of VIP guests


46

APPENDIX 4

PROFILE OF WRITER

A. PERSONAL INFORMATION

Name : Paul Bernard Partomuan Situmorang

Student Registration No. : 201621315

Place, Date of Birth : Bandung, September 18th 1998

Religion : Christian

Address : Gang Sukasari IV No. 223, RT.06/01,

Cibeureum, Cimahi Selatan,

Kota Cimahi 40535

B. PARENTS INFORMATION

Father’s Name : Edi Mangaratua Situmorang

Occupation : Entrepreneur

Mother’s Name : Rismaida Sitanggang

Occupation : House Wife

Address : Gang Sukasari IV No. 223, RT.06/01,

Cibeureum, Cimahi Selatan,

Kota Cimahi 40535

47

C. EDUCATION BACKGROUND

School’s Name Location Year Remark

STP NHI Bandung Bandung 2016-2019

13 Senior High School

Bandung

Bandung 2013-2016 Graduated

Gracia Junior High School

Bandung


Gracia Elementary School

Bandung


D. WORK EXPERIENCES

Company’s Name Location Position Year Remark

Holiday Inn Resort

Baruna Bali

Bali Front Office

Trainee

2018 6 months

PROCESS OF HANDLING CHECK-IN AT FABU HOTEL BANDUNG

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