GUEST RELATION OFFICIER

Guest relation officier adalah Salah satu jabatan yang bertugas sebagai perantara atau jembatan antara tamu dengan pihak hotel.
Peran penting dan ruang lingkup GRO
*Menyiapkan VIP complimentary order
*Menyiapkan kamar tamu VIP
*Menangani keluhan tamu
*Menyambut tamu rombongan
*Membuat VIP Resident guest list
*Membuat daftar long staying guest pada setiap minggu.Terakhir untuk diundang oleh management dalam acara happy hours
Ruang lingkup
-Hubungan dengan bagian housekeeping dalam hal mempersiapkan dan pengiriman untuk tamu VIP
-Hubungan dengan bagian Room service dalam hal mempersiapkan dan pengiriman buah atau kue ulang tahun untuk tamu VIP,long staying ataupun tamu yang berulang tahun
-Hubungan dengan bagian Enggineering untuk memperbaiki kamar tamu
-Hubungan dengan sekretaris GM dalam hal mempersiapkan welcome later yang ditangani GM

Handling VIP guest C/I & C/O
Menyambut tamu dengan ramah dan sopan

Mengantar tamu VIP ketempat yang telah ditentukan ,pengantaran dilakukan oleh FOM,GM dan GRO

Memproses pendaftaran dikamar atau tempat khusus oleh GRO dan FOM,pendaftaran bisa diwakili oleh ajudan atau sekretaris

Menawarkan bantuan lain dan menginformasikan pelayanan pribadi yang hotel berikan

Mengucapkan selamat beristirahat

Menginformasikan kepada bagian lain jika tamu VIP telah check in

GUEST COMPLAINT

Complaint adalah ungkapan ketidak puasan seseorang terhadap pelayanan/perlakuan seseorang terhadap kita.
Jenis2 complaint:
 Attitudinal complaint yaitu keluhan yang disebabkan oleh sikap karyawan yang tidak baik seperti:Menyinggung perasaan,tidak diperhatikan,Tidak ramah.
Contoh:
Pertama kali saya menginap dihotel ini,saya datang dengan 3 tamu asing,sesampainya dihotel,ketika kami ingin c/i,ternyata tipe kamara yang kami psan tidak sesuai,kami mengginginkan 2 kamar yang conecting namun diberikan 2 kamar yang berhadapan.Kami melaporkan kejadian kejadian ni kepada manager yang bertugas namun keluhan ini tidak ditanggapi baik oleh manager dan kami ttap menginap dihotel tersebut karena perusaan kami mengadakan seminar disana.

Unusual complaint yaitu keluhan yang bersifat khusus seperti:Lingkungan hotel banjir,susahnya mendapatkan taxi pada jam-jam sibuk.
Contoh:
Suatu saat  saya mengirim seorang tamu untuk menginap dihotel yang sama.Kebetulan Bali sedang hujan,kamar tamu saya kebanjiran air hujan.Anehnya ,tam saya juga mendapatkan perlakuan yang kurang menyenangkan.

Service related problem yaitu keluhan yang disebabkan oleh pelayanan yang kurang baik seperti:terlalu lama menunggu,kamar yang belum dibersihkan,wake up call terlambat.
Contoh:
Kali ini seorang teman meyaknkan saya untuk mencoba lagi menginap dihotel tersebut.Saya terbujuk,tapi ketika saya c/i,ternyata kamar saya belum siap.Terpaksa saya belum siap,terpaksa saya makan siang dulu sambil menunggu

Mechanical complaint yaitu keluhan yang disebabkan oleh maalah perlengkapan maupun perlatan hotel yang tidak berfungsi baik
Contoh:
Tapi setelah menunggu satu jam lebih,kamar yang saya tempati ternyata bermasalah pula,AC dikamar sangat berisik,sprei/sheet tempat idur yang digunakan tidak bersih.Terpaksa  lagi-lagi saya mengeluh dan akhirnya diberikan kamar baru yang tidak lebih baik

ORGANIZATION CHART

1. ROOM DIVISION MANAGER 
NAME TITLE: ROOM DIVISION MANAGER 
DEPARTMENT: HOUSEKEEPING 
POSITION IN ORGANISATION
Immediate supervisor: GENERAL MANAGER
Direct subordinates: ASSISTANT DIVISION MANAGER 
POSITION RESPONSIBILITIES 
1. Responsible for the cleanliness, beauty and comfort throughout the hotel and the area, including: 
- Guest rooms at the hotel. 
- The corridors per floor. 
- Public areas (lobby, restaurant, Pub / Lounge). 
- Park / garden (whole plants both in pots and in the hotel including grass)
- The entire office area (including locker utility employees). 
2. Keeping all investments under the supervision of Housekeeping Department. 
DESCRIPTION OF DUTIES 
A. Duty 
1. Coordinating the entire housekeeping staff work areas. 
2. Planning in areas related to housekeeping, namely:- General cleaning- Decoration- Alteration or replacement of spatial arrangement and others. 
3. Conducting evaluation of work and looking for new methods of work of the system and the tools are more efficient to get the most out of work.
 4. Providing goods (tools) need for all and take care of housekeeping purposes. 
5. Supervise and plan on adding assets, including purse gardening adapted to room occupancy and control. 
6. Mengandakan control in terms of saving without reducing the standard three-star hotel. 
7. Conducting inspections in all places in the neighborhood of the hotel and also perform on the spot checking. 
8. Conducting surveillance in order to run smoothly between the work plan has been arranged with the implementation and reduce barriers caused. 
9. Accommodating, analyzing and acting as well as possible to all of the guest complaint. 
10.Memberikan better attention to the VIPs. 
11. Mengadakan education and provide clues that dalamusaha using methods that actually work as well as creating a comfortable working atmosphere in the housekeeping department.
12. Controlling all goods shipped to appropriate housekeeping standards exist. 
13. Meetings or regular meetings by reviewing the work that has been done (job evaluation).
14. Periodically conduct an analysis of consumption goods at department houskeeping. 
B. Additional Duties 
1. Assist the smooth operation of the various activities that are related to the housekeeping department. 
2. Assessing job performance direct reports, and monitor the results of the assessment direct reports. 
3. Monitor labor productivity issues and personnel development planning in the housekeeping department.
4. To create and foster a healthy working atmosphere. 
5. Organizes briefings and meetings
6. Attend management meetings

2.  ASSISTANT  ROOM DIVISION MANAGER
NAME POSITION: ASSISTANT  ROOM DIVISION MANAGER
DEPARTMENT: HOUSEKEEPING
POSITION IN ORGANISATION
Immediate supervisor: ROOM DIVISION MANAGER
Direct subordinates: HK Coord.
- Order Taker / Linen
- Roomboy
- Houseman
- Gardener
ASSISTANT  ROOM DIVISION MANAGER JOB DESCRIPTION houskeeper
A. Duty
1. Receive reports from the Front Office, EA, ED and Group Informants
2. Planning in areas related to housekeeping, namely:
• General cleaning
• Decoration
• Change or replacement of spatial arrangement and others.
3. Conducting evaluation of work and looking for new methods of work of the system and the tools are more efficient to get the most out of work.
4. Providing goods (tools) need for all and take care of housekeeping purposes.
5. Supervise and plan on adding assets, including purse gardening adapted to room occupancy and control.
6. Mengandakan control in terms of saving without reducing the standard three-star
7. Conducting inspections in all places in the neighborhood of the hotel and also perform on the spot checking.
8. Conducting surveillance in order to run smoothly between the work plan has been arranged with the implementation and reduce barriers caused.
9. Accommodating, analyzing and acting as well as possible to all of the guest complaint.
10. Give better attention to the VIPs.
11. Conducting education and provide clues that dalamusaha using methods that actually work as well as creating a comfortable working atmosphere in the housekeeping department.
12. Meetings or regular meetings by reviewing the work that has been done (job evaluation).
13. To periodically conduct an analysis of consumption goods at department houskeeping. 

3.HOUSEKEEPING SUPERVISOR
• NAME TITLE: HOUSEKEEPING SUPERVISOR
• DEPARTMENT: HOUSEKEEPING
POSITION IN ORGANISATION
Immediate supervisor: ROOM DIVISION  MANAGER
Direct subordinates: - Room Boy
- Linen
- Houseman
- Garderner
DESCRIPTION OF DUTIES
HOUSEKEEPING SUPERVISOR
A. Duty
1. Receiving Reports from the Front Desk expected arrival room, and ED, pay attention and continue to subordinate (roomboy).
2. Check for rooms and public areas, especially the CIP guests.
3. Record and report on "Missing Article", damages and yield improvement.
4. Provide guidance about work procedures and instructions to subordinates.
5. Oversee the administration and operations in the Housekeeping Department of Material Requisition.
6. Provide guidance and organize General Linen and Uniform Room or roomboy Station.
7. Responsible for supplies Cleaning Supplies, Guest Supplies and all storage.
8. Receive and investigate reports of his subordinates and if necessary make a Request for Repair.
9. Lost and Found handles.
10. Inventory makes linen, guest supplies, cleaning supplies and other end of each month.
11. A report on the lost report, monthly report damage.
12. Make a time schedule for Housekeeping Department employee.
13. Leading set-up and clear-up furniture when there are function and others.
14. Set the employee on leave and license.
15. Hold checking all areas including garden.
16. Contacting immediate supervisor, if there is an improper thing.

4.ROOM BOY
• NAME TITLE: ROOM BOY
• DEPARTMENT: HOUSEKEEPING
POSITION IN ORGANISATION 
Tops Direct: HK SUPERVISOR
Direct reports:TRAINEE
DESCRIPTION OF DUTIES
A. Duty
1. Checking all the room in the beginning of her shift and makes Room Boy Sheet about the situation ssuai room with a predetermined code.
2. Taking linen or towel, cleaning supplies, guest supplies and equipment or other work equipment, then set the trolley and others.
3. Controlling inventory, condition and completeness of each room cleanliness in flornya each.
4. Clean, replace and supplement as standard:
- Bed room
- Bath room
- Furniture and other premium amenities.
5. Making bed.
6. Replacing the dirty linen or towel dis ach room.
7. Vacuum cleaning, mopping floors for rooms without carpets.
8. Report any damage, loss, improper incident to FO and HK Supervisor.
9. Helping Valet (laundry) to collect dilaundrykan guest laundry.
10. Helping Room Service issued plates or cutlery were dirty.
11. Restoring linen or towel, the rest of the guest supplies, cleaning supplies, cleaning equipment to the Linen Room / Floor roomboy Station respectively.
12. Cleaning or rearranging trolley.
13. Accept or carry out orders from superiors.
14. Working closely with colleagues in the Department HK and other Department.
B. Additional Duties
1. Foster harmonious working compactness and good cooperation with other department.
2. To create and foster a healthy working atmosphere.
3. Carry out all the orders of superiors.
4. Attending meetings or briefings held his superiors.
5.LINEN / UNIFORM Attendant
NAME POSITION: LINEN / UNIFORM Attendant
DEPARTMENT: HOUSEKEEPING
POSITION IN ORGANISATION
Immediate supervisor: HK SUPERVISOR
DESCRIPTION OF DUTIES
A. Duty
1. Sending and receiving dirty linen clean linen to / from the laundry and neatly arranging the following  calculation and administration.
2. Interesting, change, flower arranging and place it in the required and prescribed.
3. Sewing, repairing damaged linen or uniform and maintain sewing machines.
4. Report the incident if there is undue.
5. Changing rooms and status information to the FO.
6. Receiving information from the FO connection with guests, and continue to roomboy for immediate follow-up.
7. Creating a file and distribute it to the besangkutan Monthly Report for the demand or usage:
- Expected Arruvaks / Departures
- Guest Supplies
- Cleaning Supplies
- Paper Supplies
- Printing and Stationaries
- Miscellaneous and Other Expenses.
- And other administration.
8. Receive, record, store and mengmbalikan to address the Lost and Found items are found in the area of ​​the hotel, from guest rooms and public areas.
9. Create and implement:
- Purchase and Stores Requisition approved by his superiors to the need for completeness HK Dept. guests, public areas and office.
- Working Schedule for employees and trainees who have disetujuan superiors.
- Work Order when there is no damage or repairs to the rooms and the area based on the report of the section on the HK-section and another section or department received.
- Inventory Housekeeping Linen and Linen FB and Lost Towel monthly recap.
10. Receiving all calls and incoming messages and then pass on to the relevant or wrote in Log Book for immediate follow-up.
B. Additional Duties
1. Foster harmonious working compactness and good cooperation with other department.
2. To create and foster a healthy working atmosphere.
3. Help nurture, guide and evaluate trainees in HK.
4. Helping and guiding new employees when in HK.
5. Carry out all the orders of superiors

6.HOUSEMAN
NAME POSITION: HOUSEMAN
DEPARTMENT: HOUSEKEEPING
POSITION IN ORGANISATION
Immediate supervisor: HK SUPERVISOR
DUTIES AND RESPONSIBILITIES Houseman Section.
JOB DESCRIPTION SECTION Houseman
A. Duty
1. Clean the entire area Utility.
2. Cleaning furniture, flooring, carpet, glass, door and frame, astray at every table and standing astray is in utilities.
3. Maintaining any fixtures or equipment used for the work.
4. Disposing of the waste that exists in every Astray and Astray standing in place.
5. Caring for plants ditemaptkan in Utility and cleaning.
6. Clean the area of ​​employee vehicles parking either in the front or the vehicle or car supplier behind Utility.
7. Report any damage, loss, improper incident to HK Supervisor or supervisor.
8. At certain periods of General Cleaning implement.
9. Plan and implement the Post Control (so clean of mosquitoes, flies, rats and other insects).
10. Prepare and serve drinks to the Department Head and the employee (in the Personnel Office and EDR).
11. Distribute incoming mail to the department concerned, and send outgoing mail.
12. Accept or implement other orders.
13. Good collaboration with colleagues in the Department HK and other Department.
B. Additional Duties Section Houseman
1. Foster harmonious working compactness and good cooperation with other department.
2. To create and foster a healthy working atmosphere.
3. Help set-up and clear-up tables and chairs when there are events.
4. Carry out all the orders of superiors

7.GARDENER
NAME POSITION: Garderner
• DEPARTMENT: HOUSEKEEPING
POSITION IN ORGANISATION
Immediate supervisor: HK SUPERVISOR
Direct subordinates: TRAINEE

DESCRIPTION OF DUTIES
A. Duty
1. Cleaning, treating and managing all existing plants both in pots and in the garden.
2. Cleaning, treating and managing or cut all the grass in the
lawn area (garder).
3.Unfurl, maintaining and managing plant for Mini Garder needs.
4.Sweeping and clean up the entire page or a hotel guest parking area.
5.Washing and clean up the trash.
6. Disposing of garbage in each tub to the Trash Trash that has been available in the Utility back.
7. Clean and maintain all the equipment works.
B. Additional Duties
1. Foster harmonious working compactness and good cooperation with other department.
2. To create and foster a healthy working atmosphere.
3. Helped set-up and clear-up tables, chairs or the stage when there is an event in the park grass or garder.
4. Carry out all other orders.