The Third International Conference on Culinary, Fashion, Beauty, and Tourism (ICCFBT) 2020 ICCFBT Faculty of Tourism and Hospitality, Universitas Negeri , November 4th – 5th 2020 2020 ISBN 978-623-95788-2-4

The Communication Relationship Between Receptionist And Reservation Clerk To Front Office Operations In The Premier Basko Hotel Padang

Dwi Pratiwi Wulandari, Tri Hutari Tourism Department, Universitas Negeri Padang [email protected]

Abstract

This study aims to determine how the communication between the Receptionist and the Reservation Officer as well as the obstacles that exist and how to overcome them and find out how the Front Office operational activities at the Premier Basko Hotel. This research is descriptive quantitative. The sampling technique in this study was purposive sampling. The results of this study stated that: based on descriptive analysis, 58.3% of respondents said that there was frequent communication between Receptionist and Reservation Clerk, 63.9% of respondents stated that employees were able to smooth the operations of the Front Office Department. Based on the bivariate analysis in this study, there are two variables, namely the frequent occurrence of communication between Receptionist and Reservation Clerk so that they are able to streamline the operations of the front office department according to their function, including: providing information on products and facilities, reporting room status, recording and checking payments according to SOPs, making reports, able to provide a solution for each guest complaint and can coordinate with other sections and departments.

Keyword: Communication, Relationship, Receptionist and Reservation

Introduction The tourism industry in is one of the largest foreign exchange earners contributing and is a catalyst in the development of several fields, such as the economy and transportation. In addition, through tourism it can expand employment and broaden cultural insights. Indonesia, as one of the countries that has natural wealth, tourist destinations and unique and distinctive cultural diversity, of course, attracts the interest of many tourists, both domestic and foreign. However, tourist attractions in Indonesia still need some improvement so that tourism in Indonesia is more advanced. For example, by increasing the human resources of the local population, restructuring tourist objects, increasing security in tourist destinations, cleaning and improving facilities for tourist needs. The main facilities for the needs of tourists are hotels. Hotel is a type of accommodation that uses part or all of a building to provide lodging, dining, drinking and other services for the public which are managed commercially (Kesrul, 2003: 25). Hotels have several departments to facilitate their daily service activities. One such department is the Front OfficeFront Office or. This department has an important role in hotel operations, because employees who work at the front office are the first to deal directly with guests as well as give the first and last impression of a hotel service.

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A professional Front Office employee must know their job well, have broad general knowledge, are skilled at using computer systems in hotels and are good at diplomacy. One part of the Front Office department that is responsible for check in, check out and guest transactions is the Front Desk Agent or commonly known as the Receptionist (J. Martin, 1991: 45). receptionist In carrying out their duties, thewill always communicate with the Reservation Clerk who is in charge of accepting hotel room bookings according to existing availability. In addition, Reservation Clerk is responsible for the completeness of guest documents such as booking confirmation letters, travel agent vouchers, guarantee letters, and other documents. In their operational activities, the receptionist and reservation officer must be able to communicate and cooperate well so that the check in and check out process can run smoothly. In addition, regarding vouchers and guarantee letters, guest reservation data information, and the number of rooms available. As explained on Wikipedia (2013): “Communication is a process in which a person or persons, groups, organizations, and Public creating, and using information to connect with the environment and other people. And communication is a process of delivering information (messages, ideas, ideas) from one party to another. In general, communication is carried out verbally or verbally which can be understood by both parties. So from the above quotation it can be concluded that communication is carried out by one or many people with the aim of sharing information, messages and ideas and creating relationships with their environment. So by creating good communication with fellow employees at the hotel, it will create a conducive work climate related to the smooth running of the hotel. One of the hotels with 5 star standards (*****) in Padang City is Premier Basko, which is located on Jalan Prof. DR. Hamka No.2 A Padang which is a very strategic location, apart from being on the main road entering downtown Padang. and adjacent to office areas (DPRD offices, PU offices) and higher education centers, namely UNP, Bung Hatta and Stikes Syedza Santika, and Basko hotel is the only hotel with 5 star standard (*****) with facilities: room superior to precedint suites, business centers, billiards, SPA and salons, fitness centers, pubs, restaurant, Lounge, Wi-Fi, Parking area, Bar, Swimming pool, Smoking area, Meeting room , Ball Room, coffee shop, Mall and others. The various facilities provided at the Premier Basko Hotel and these facilities have been grouped according to their departments so that with the many existing facilities it will involve many employees working in each department, therefore communication must go well in order to create smooth operations. But on the contrary, at Premier Basko Hotel, it is considered that there is often miscommunication or communication that is not going well which results in smooth operations, based on guest comments reviewed on Tripadvisor (12 June 2014) which state that the Primer Basko Hotel is a 5 star hotel (***** ) who are not friendly, because the staff at the Receptionist does not provide detailed information to guests and does not take the initiative in providing solutions to a problem. Such as the activity of distributing Hotel Vouchers to Travel so that guests do not get vouchers as they should, this is considered to be related to the smooth operation of the Front Office Department. In addition, Tripadvisor states that Premier Basko Hotel has a very bad rating in tourist ratings (5 June 2014) so it is very worrying that the Premier Basko Hotel which has a 5 star standard (*****) has very poor service quality. Especially at the Department Front Office, because in that department is the main place in serving guests when entering the hotel. Bad comments made by guests are an indication that there is a miscommunication between Receptionist and Reservation Clerk

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The 3rd International Conference on Cullinary, Fachion, Beauty, and Tourism (ICCFBT)2020 is also associated with the smooth operation of the Front Office Department. Therefore, the authors are interested in researching at Premier Basko Hotel. Based on all the thoughts above, the title of this study is "COMMUNICATION RELATIONSHIPS BETWEEN RECEPTIONIST AND RESERVATION CLERK TOWARDS FRONT OFFICE OPERATIONS IN BASKO PREMIER HOTEL".

Understanding Front Office Front Office according to Trezno and Heldin (2000: 18): "Front Office is the department responsible for the sale of hotel rooms based on a systematic way through reservation to delivery of rooms to hotel guests and providing information services to guests while in the hotel. " Meanwhile, according to Peter Abbott & Sue Lewry (2005: 5) Front Office is "a term used in hotel to cover the various sections which deal with reservations, rooms allocation, reception, billing and payments" Or what can be translated "front office is a term in a hotel which includes several parts including booking a room, providing a room and payment. " Sstructures are at the front office organization in a hotel is influenced by the size of the hotel, a lot, or at least the number of employees as well as the operating system used in the hotel. The bigger the hotel, the more complex the structure is used. Vice versa, if the hotel is small, then the organizational structure is simple. The following is an example of a front office organizational structure in a large hotel. Sections that are in the organizational structure of the front office a five-star hotel: 1. Front Office Manager Creating guest satisfaction and giving a positive impression to guests in his work area. 2. Assistant Front Office Manager Helping the smooth running of tasks in the front office and replacing the front office manager when unavailable and coordinating several tasks according to his job. 3. Duty Manager. Supports front office operational work as a whole and controls cross-departmental operations for certain shifts 4. Executive Lounge Manager Ensuring the highest satisfaction of guests and staff according to service standards in accordance with the provisions on the executive floor. 5. Front Desk Supervisor Providing reception and departure services for guests at the hotel by providing instructions to the front desk staff and controlling the computer access code at the front desk. 6. Chief Concierge Ensures that all guests have a pleasant experience at the hotel entrance area. 7. Business Center Supervisor Manages and directs all aspects of the functions of the business center to achieve the highest satisfaction from guests. 8. Bell Captain Take care of guests' luggage upon arrival, while staying at the hotel or leaving the hotel. 9. BellBoy Assist guests in handling their luggage, luggage delivery and luggage down. 10. Door Man Greet guests and open the car door or hotel lobby door. 11. Front Desk Agent (FDA)

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Handles guest registration, provides services before guests stay and handles guest check-out and payment. 12. Guest Relations Officer Deliver guests and provide information and assistance services for guest needs while staying at the hotel. 13. Telephone Operators Carry out the management of telephone / facsimille services based on the technical policies set by management 14. Executive Lounge Assistant Manager Handling all guest needs on the executive floor. 15. Airport Representative Pick up and drop off guests from and to the airport according to hotel standards. 16. Business Center Secretary Attendant Serving guests who require services at the business center. 17. Door Girl. Greet guests and open the car door or hotel lobby door. 18. Guest Relations Officer Manager. Promote aimage positiveof the hotel and ensure guest satisfaction. 19. Guest Relation Officer Supervisor. Supervise activities carried out by the Guest Relation Officer (GRO) 20. Chief Operator Oversee and coordinate the work of telephone operators in order to carry out their duties properly and in accordance with the standards set.

Receptionist Receptionist is one of the most important parts in a hotel that is face to face with guests, this is the place where guests ask about anything inside or outside the hotel and often this receptionist section accepts guest complaints and is often the target of guest anger if guests are not satisfied with the service provided given. Inside the hotel, the receptionist is one part that can maximize the hotel room occupancy rate as well as the revenue from the hotel. Agus Anwar (2004: 31) writes that the receptionist at the hotel's Front Office has many terms or designations, some call it the Front Desk Agent, Front Desk Clerk, Guest Service Agent, Guest Room Service and the last is the Receptionist . All the terms listed above actually have the same meaning, only differ in the way they are pronounced. According to Sandina Penta Maharani (18.38, 15 December 2013) several requirements to become a receptionist are (1) Mastering English, (2) Can handle complaints from guests, (3) Can operate a computer system, (4) Have an attractive appearance, (5) ) Easy to adapt in all situations, (6) Patience in dealing with guests. Section reservation is a part that has a very vital function. This is because the high and low level of room occupancy is largely determined by the ability of the reservation department to handle room bookings at hotels. A reservation clerk must have the skills about the basics of reservation, the products and services sold, how to sell them or selling techniques, and the use of communication technology. Reservation is a process of requesting room reservations and other facilities desired by potential guests for a certain period. All requests for this room reservation will be handled by the reservation officer taking into account the existence of the room at that time (Ni wayan, et al 2008: 93), while according to Richartd Shite (2000: 50):

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"Reservation has the task of receiving and processing all types of room bookings while the receptionist as part of the task of accepting guest arrivals will be able to carry out their duties properly, depending on the accuracy and tidiness of the tasks carried out by the reservation, especially for guests who come through orders, both personal and travel agents or agencies . " Based on the explanation above, it can be concluded that in its operation the reservation officer has a very important role in booking rooms and selling rooms in a hotel and the reservation clerk has duties and responsibilities that are interdependent with other sections in each department in the hotel. So a good cooperation will create a smooth operation. The main task of reservation staff is to record and process all room bookings accurately while promoting hotel products and creating & maintaining a good hotel image through providing maximum service. The details of theduties, reservation staff namely (Niwayan, et al. (2008; 93):B. a. Selling hotel products by means of sales techniques. Promoting hotel products and facilities. C. Maintaining knowledge about products and services in hotels such as prices & promotional facilities, special prices etc. d. Maintaining good relationships with guests and anticipating guests' needs e. Recording and processing orders made with various media f. Accepting bookings for rooms that are on thewaiting list. g Process changes to room bookings h. Record payment methods that have been specially arranged for guests in groups and conventions

Communication The word communication (from the English word "communication"),etymologically comes from the Latin communicatus, and this word comes from the word communis In the word communis, it means 'to share' or 'to belong together', namely an endeavor that has the aim of being together. or similarity in meaning. Communication in terminology refers to the process of delivering a statement by one person to another. So in this sense people involved in communication. According to the Logman Dctionary of Contemporary English in Kadar Nurjaman, et al (36: 2012) the definition of the word communicate as an effort to make an opinion say feelings, provide information and so on so that it is known or understood by others (to make opinions, feelings, information etc, known or understood by others). And in the communication process there are three elements that absolutely must be fulfilled, namely (Kadar Nurjaman et al. (37: 2012): 1. Communicator (who said that?) The person who conveys the contents of his statement to the communicant. The main responsibilities of a communicator / sender / sender are: a. Send messages clearly b. Selecting a channel / channel / media suitable for sending messages c. Ask for clarity about whether the message can be received properly 2. Media (via channel / channel / media what?) Channel or path traversed by the statement the communicant kapada communicator used by the sender of the message There are three kinds of news, among others: a. News that is audible,which can be heard, either directly or indirectly (means of telephone, radio, bells, sirens)

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b. News that is visual in nature, that is visible, takes the form of writing, pictures, posters and signs, such as lights and flags. c. Audio-visual news, which can be heard and seen, either through television, films, exhibitions, or the arts. 3. Communicant / recipient (to whom?), Communicator colleagues in communication as a recipient of news. Responsibilities of message recipients are: a. Concentrate on the message so that you understand well and correctly the message received. b. Providing feedback to the sender to ensure the speaker / sender that the message has been received and understood (this is very important, especially in messages sent orally), (Level Nurjaman, et al, 37: 2012) So based on the above paradigm simply the communication process is the party communicators form messages and convey them through a certain channel to the recipient (communicant) which causes certain effects.

METHODOLOGY type of research used in research on the analysis of the communication relationship between Receptionist and Reservation Clerk on the smooth operation of the Front Office at the Best Western Premier Basko Padang is adescriptive research type. Descriptive research can be defined as the process of solving problems investigated by describing the current state of the subject and research object based on the facts that appear or how they are. Descriptive according to Kusmayadi and Sugiarto (2000: 29) is research that describes or describes phenomena or relationships between phenomena that are studied systematically, factually and accurately. Research with a quantitative approach can be interpreted as research by obtaining data in the form of numbers or qualitative data which is extrapolated (Sugiyono, 2013: 14). Based on the information above, this type of research is descriptive quantitative which is a study based on the collection of data in the form of numbers that describe a phenomenon regarding the problem under study. objects in this study are Receptionist and Reservation Clerk by observing and analyzing how the communication is carried out in serving guests. This research was conducted at the Premier Basko Hotel starting April 2014. Population is a collection of research objects (Arikunto, 2002: 108). The population in this study were all employees and employees at the Premier Basko Hotel. Based on the total population of 150 employees, the sampling technique in this study was purposive sampling. Proposive Samplingsampling is atechnique with certain considerations, this technique can be interpreted as a sampling process by first determining the number of samples to be taken, then sample selection is carried out based on certain objectives as long as it does not deviate from the characteristics as specified (Sugiyono, 2008: 85). Based on the quote, the employees in the Front Office Department were sampled. Due to the author's consideration that employees who are in the department can explain how the communication between Receptionist and Reservation Clerk. Then the number of samples used was 34 respondents.

RESEARCH RESULTS AND DISCUSSION Research result

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Premier Basko Hotel Padang is ahotel five star located in the city of Padang. This hotel was originally named Best Western Basko Hotel which is located at Jl. Prof. Hamka 2A with a total of 180 rooms was first inaugurated in 2009 and is the hotel first five-starin West . Hotels that partner with Best Western hotel group which has the largest hotel chain in the world with 4200 hotel buildings in 80 countries throughout North, Central and South America, Europe, Africa, Middle East and South Pacific. Every hotel built by Best Western always reflects and displays the local culture which is the image and global brand of the group as standard quality. In 2011 there was a change in hotel management, which changed its name to Premier Basko Hotel Padang and left the partnership with Best Western. This aims to become a nationalist management. Basko's name is taken from the name of the owner, Basrizal Koto (Basko) who is a businessman who was born in Kampung Ladang, Pariaman, , October 11. 1959, BASKO is a large entrepreneur or conglomerate Indonesia from West Sumatra. Basrizal or who is usually called Basko successful in doing business in many fields, including the media, printing, mining, animal husbandry, hospitality, and property businesses. This five star hotel is located in the prime location of the city which is connected to Basko Grand Mall with a variety of restaurants as well as a major tourist attraction and cultural center. It is surrounded by several government and corporate offices and tourist attractions. unique with modern and spacious rooms. The best destination for business and leisure. Premier Basko Hotel has modern interiors and architecture with a design combined with international standard luxury and comfort characterized by exemplary seamless harmony.

Research Results of Premier Basko Hotel Characteristics of Respondents Respondents in this study were 34 people consisting of 20 employees of the Front Office Department and 14 daily workers : The following is a table of respondent characteristics.

Table 1 Characteristics of Respondents based on Age, Gender, Marital Status, Position, Work Period and Education

NO CHARACTERISTICS AMOUNT %

1 Age ≥ 25 years 22 64,70

≤ 24 years 12 35.30

2 Gender Male 17 50

Female 17 50

3 Marital Status Married 14 41.20

Not Married 20 58.8

4 Position Night Manager 1 2.9

Front Office 2 5,9 Supervisor

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Guest Relation 8 23.5 Officer

Guest Sales 11 32.4 Agent

Operators 8 23.5

E-Commerce 4 11.5

5 Working ≥ 12 months 11 32.4 period

≤ 11 months 23 67.6

6 education Undergraduate 15 44.1

Diploma-III 4 11.8

Diploma-II 11 32.4

Senior High 4 11.8 School

Based on the table above, it can be seen that from 34 respondents, the group of respondents aged 25 years and over totaled 64.70% (22 respondents), amounting to more than respondents aged 24 years and under, amounting to 12% (12 people). This indicates that the respondent is able to communicate effectively, both as a communicant and as a communicator. Judging from the gender characteristics, the group of male and female respondents is balanced, namely 50% (17 respondents) male and 50% (17 respondents) female. Characteristics of respondents based on marital status, group of respondents with unmarried status amounted to more, namely 58.8% (20 respondents) while respondents who were married were 41.20% (14 respondents). Psychologically, a person's marital status can affect a person's communication patterns in the environment where people work. Based on the position, respondents who served as Guest Sales Agents (GSA) amounted to 32.4% (11 respondents), Guest Relations Officers (GRO) and Operators were the same, namely 23.5% (8 respondents each), E-commerce Staff 11.5% (4 respondents), Front Office Supervisors amounted to 5.9% (2 respondents) and respondents who served as Night Managers amounted to 2.9% (1 respondent). Based on the researchers' observations, employees at the Premier Basko Padang Hotel really appreciate and respect their colleagues who have higher positions in greeting during their duties. Judging from the characteristics of respondents who have worked for more than 12 months amounted to 32.4% (11 respondents) while 67.6% (23 respondents) had only worked for 3-11 months. Based on the educational characteristics, the respondent group with a Bachelor's degree was 44.1% (15 people), 32.4% (11 respondents) with Diploma- II education (11 respondents) and the same number of respondents with Diploma-III and Senior High school education, namely 11.8% ( 4 respondents each). This shows that the

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higher a person's education level, the better the way he communicates and is considered more capable of using the media provided in communicating.

Communication Between Receptionist and Reservation Clerk Table 2 Frequency Distribution of Receptionist and Reservation Clerk Communication

Communications Total Percentage Receptionist and (%) Reservation Clerk

Rare 5 13.9

Often 21 58.3

Very Often 8 22.2

Total 34 100

Table 4.2 shows that of the 34 respondents, who stated that there was frequent communication between Receptionist and Reservation Clerk amounted to 58.3% (21 people), then 22.2% (8 respondents) stated that Receptionist and Reservation Clerk communicated very often and 13.9% (5 respondents) stated that Receptionist and Reservation Clerk rarely communicate.

Smooth Operations Table 3 Communication Relationship Between Receptionist and Reservation Clerk on Smooth Operations of the Front Office of the Premier Basko Hotel

Communication Operational Smoothness Total p Receptionist with Less Able Able Very Able Value Reservation Clerk n % n % n % n %

Rarely 3 60.0 2 40.0 0 0 5 100 0.002

Often 2 9.5 17 81.0 2 9.5 21 100

Very often 0 0 4 50.0 4 50.0 8 100

Total 5 14.7 23 67 , 6 6 17,6 34 100

The results of the analysis of the relationship betweencommunication Receptionist with Reservation Clerk show that there are 2 (9.5%) employees who frequently communicate who are very capable of smoothing the operations of the Front Office Department and there are 4 (50%) employees very often communicate which is very capable of smoothing the operations of the Front Office Department. Furthermore, there are as many as 2 (40%) employees who rarely communicate but are able to

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smoothen the operations of the Front Office Department, there are 17 (81%) employees who communicate frequently so that they are able to streamline the operations of the Front Office Department and there are 4 (50%) employees very often communicate so as to be able to streamline the operations of the Front Office Department. Then, there are as many as 3 (60%) employees who rarely communicate so that they are considered less capable of smoothing the operations of the Front Office Department and there are as many as 2 (9.5%) employees who frequently communicate but are less able to smooth the operations of the Front Office Department. Based on the results of statistical calculations using thetest Pearson Chi-Square with a 95% degree of significance, the p value is 0.002, which means that Ho is rejected and Ha is accepted, that is, there is a positive and significant relationship betweencommunication Receptionist with Reservation Clerk on the smooth operation of the Front Office Department. Through the results of the data analysis, it was concluded that frequent communication between the Receptionist and Reservation Clerk was able to smooth the operations of the Front Office Department which can be proven by the achievement of thetarget occupancy hotelof 60%.

Communication Between Receptionist and Reservation Clerk The results showed that 58.3% of respondents said that there was frequent communication between Receptionist and Reservation Clerk. This is in accordance with the opinion of Deddy Mulyana (2005: 61-69) who defines the concept of communication as a transaction which means a dynamic process that continuously changes the communicating parties. Based on this view, people who communicate are considered communicators who actively transmit and interpret messages. Every time they exchange verbal messages and / or nonverbal messages. Based on observations, the researcher saw that the Receptionist and Reservation Clerk could communicate and be able to convey messages clearly, with verbal and non- verbal delivery. Verbal communication between Receptionist and Reservation Clerk goes well, such as providing information about room status, and being able to coordinate what guests need. And also the occurrence of expressive communication between the Receptionist and Reservation Clerk in the form of non-verbal communication, one of which is by utilizing audible, visual and audio-visual media / channels. The use of channels in the form of audibility between Receptionist and Reservation Clerk is the PABX (Private Automatic Branch Exchange) telephone, while the visual media / channel is in the form of filling out the registration form, email and notification of the number of vouchers to be given to hotel guests. However, the communication that occurs between the Receptionist and the Reservation Clerk does not utilize audio-visual media / channels. Communication that often occurs between Receptionist and Reservation Clerk has carried out four elements of a communication, namely as a means of social communication which can prevent Receptionist and Reservation Clerk from miscommunication because the communication that occurs is entertaining and fosters the relationship between Receptionist and Reservation Clerk in order to achieve company goals. namely meetingtargets occupancy and incomeas much as possible above the predetermined targets.

Operational Front Office Department results showed that 63.9% of respondents stated that employees are capable of running the Front Office Department operations. Based on the data obtained, in 2014 the Front Office Department was able to meet the minimum target of achieving

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The 3rd International Conference on Cullinary, Fachion, Beauty, and Tourism (ICCFBT)2020 occupancy, namely 60.8%. The achievement of occupancy targets proves that operational activities are running smoothly and not stagnating. This is in accordance with the operational definition expressed by Subagyo (1999: 2) in Marcus Abraham (2009), operations are activities to change forms, to add benefits or create new benefits from a good or service, and the definition of fluency according to the Big Indonesian Dictionary ( KBBI) (april 2014) is not tersangkut-hook;not intermittent, not faltering and not delayed (ongoing) well. The results of the bivariate analysis in this study are between two variables, namely the frequent occurrence ofcommunication Receptionist with Reservation Clerk so that it is able to smooth the operations of the front office department according to its function, based on observations and results of the distribution of researchers' questionnaires that Receptionist with Reservation Clerk is able to carry out front office functions including: information both products and facilities, report room status, record and check payments in accordance with SOPs, make reports, be able to provide solutions for every guest complaint and can coordinate with other sections and departments. With frequent communication between Reseptionist and Reservation Clerk so as to achieve smooth operations related to room sales and being able to meet the hotel occupancy target each year, namely 60% in 2014. This can be proven in thetable occupancy below: Table 4 Occupancy Hotel Premier Basko 2014

Month Occupancy Data 2014

721.14%

January 29.71%

February 48, 12%

March 60.90%

April 51.56%

May 64.66%

June 69 26%

July 49.53%

August 68.92%

September 78.94%

October 77.92%

November 67.89%

December 53.73%

Based on the table above, it can be explained that the percentage (%) of occupancy achieved in 2014 was 721.14%: 12 = 60%. So it can be concluded that the Premier Basko Hotel Front Office Department was able to achieve thetarget occupancy in 2014, namely

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60% due to a positive and significant relationship betweencommunications Receptionist and Reservation Clerk on smooth operations. And this is also in accordance with Subagyo (1999: 2) in Marcus Abraham (2009) and the Indonesian dictionary (2009) in terms of fluency and operation, where there is a relationship between communication and operational fluency because of a process of delivering and receiving good information. from one person to another in order to create good operational performance. Then tanpa their good communication smoothness of an Operational not going to go well.

CONCLUSIONS There is a positive and significant relationship betweencommunications Receptionist and Reservation Clerk on the smooth operation of the Premier Basko Hotel Front Office Department.The results showed that 58.3% of respondents said that there was frequent communication between Receptionist and Reservation Clerk. Effectively in conveying messages through verbal communication and non-verbal communication and the messages conveyed can be received clearly. However, the Receptionist and Reservation Clerk still do not fully utilize the media / communication channels in an effort to smooth operations in the Front Office Department. Receptionist and Reservation Clerk communicate frequently so that they are able to streamline operational activities so that they can carry out functions and can achievetargets occupancy predetermined. The smooth operation of the Front Office Department is evident from the achievement of thetarget occupancy in 2014 which amounted to 60.8%.

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