The Concierge's Role in Improving the Quality of Front Office Department Services at Manhattan Hotel Jakarta
Keywords:
Service, Concierge, Front Office DepartmentAbstract
This study examines the role of the concierge in improving service quality in the Front Office Department at Manhattan Hotel Jakarta. As part of the service industry, the hotel must provide the best service to every guest, with the concierge serving as a key service center. The research employs a descriptive qualitative method, utilizing primary and secondary data sources. The collected data is analyzed and presented narratively to draw conclusions. The study focuses on the role of the concierge, service quality, and front office operations. Findings indicate that the concierge plays a crucial role in ensuring guests' needs and requests are met, from check-in to check-out. This service directly contributes to guest satisfaction and the hotel's reputation. By delivering optimal service, the concierge helps create a positive guest experience, which is essential for supporting the hotel’s operations.
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