Third is handle the complains by being calm and

Third is handle the complains. By being calm and confident, you will have
a more positive effect. The fact that a customer approaches you should be an
indication that he believes you will be able to help and resolve his problem.
Forth is ask them for alternatives. Asking the guest what do they suggest
as it will make them calm and you will know what do they want to do and asking
the guest will make them feel valued and feel that their suggestions are valued.
Fifth is give alternative. It is very much possible that guest may demand
unreasonable compensation or service that you cannot comply to. So the staff
must keep calm and neutral and give customers alternatives and suggestions if a
particular service is not available. Try to convince the guest that you have made a
note of their suggestions and show your appreciation by telling them that you will
ask management to implement them as soon as possible.
27

Sixth is resolve customer’s problem. As much as possible, you should try
to resolve the customer’s problem. Remember, the customer has come to you with
the hope that you can help them out. Follow up with responsible departments and
get suitable results. Then make sure the complaint is settle and guest is satisfied.
28

11.0 CONCLUSION
Front office management is managing the parts of a hotel such as the front desk
staff and receptionist staff that contact with the guest. E&O Hotel boasts two separate
wings but they shared the same organizational structure. Basically, it was segmented into
six divisions which are human resources, food and beverages, marketing and sales,
accounting or finance, room division and security or maintenance.
In the E&O Hotel, the front office department is segment of room division. The
duties, responsibilities and qualification are very importance for the front office
department to operate the hotel. Front office manager play important role in supervise all
the front office personnel and to ensure the proper and smooth operation of the
department.
Job Description is a descriptive statement that depicts the role, responsibility,
scope, and duties of a job. Its emphasis is on the job. For example, the work or task to be
performed, skills needed, responsibilities involved, and relationship of the job to other
jobs. Its outlines the main duties and responsibilities of a given position in a corporation.
Next, the uniform and dress code of the front office staff. The hotel had contrived
a dress code for the front office staff such as cloth must be work-appropriate, cloth must
be clean and in good shape, visible tattoos, face piercings, conspicuous jewelry, avoid
engaging in any inappropriate activity and attitude.
Furthermore, the software system being used by E&O Hotel is OPERA system.
OPERA system is the property management system (PMS) that suitable for the
management of all sizes and types of accommodation facilities. This system makes the
procedure to check-in the guest for the reservation easier.