PROSEDUR PENANGANAN GUEST COMPLAINT VIA TELEPON PADA GUEST SERVICE CENTER DI HOTEL SHERATON SENGGIGI BEACH RESORT LOMBOK

MILANTIKA, ROSITA (2018) PROSEDUR PENANGANAN GUEST COMPLAINT VIA TELEPON PADA GUEST SERVICE CENTER DI HOTEL SHERATON SENGGIGI BEACH RESORT LOMBOK. Diploma thesis, Universitas Mataram.

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Abstract

Karya Tulis Ilmiah ini berjudul “Prosedur Penanganan Guest Complain Via Telepon Pada Guest Service Center di Hotel Sheraton Senggigi Beach Resort Lombok” trujuan penulisan Karya Tulis Ilmiah ini untuk mengetahui prosedur penanganan guest complain via telepon,dari hasil pengamatan di Hotel Sheraton adapun penerapan yang dilakukan dalam penanganan guestcomplaintmeliputi 9 tahapan yaitu:Hear them out, Writing complaint the guest, Empathize, Apologize, Taking proper action, Thank you, Take action, Follow up, dan terakhir memasukkan keluhan tamu kedalam starguest event.

Item Type: Thesis (Diploma)
Keywords (Kata Kunci): ekonomi, hotel, bisnis
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Fakultas Ekonomi
Depositing User: Wiwin Kartikawati
Date Deposited: 10 Oct 2018 01:15
Last Modified: 10 Oct 2018 01:15
URI: http://eprints.unram.ac.id/id/eprint/8492

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