PERANAN RESEPSIONIS DALAM MEMBERIKAN PELAYANAN PRIMA DI GRAND MAKASSAR HOTEL

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Penelitian ini bertujuan untuk mengetahui peranan resepsionis dalam memberikan pelayanan prima di Grand Makassar Hotel dan untuk mengetahui penerapan unsur-unsur pelayanan prima oleh resepsionis dalam penerimaan tamu di Grand Makassar Hotel. Penelitian ini menggunakan metode kualitatif dengan pendekatan deskriptif. Penelitian ini dilaksanakan selama 2 bulan yaitu terhitung dari bulan Mei sampai dengan bulan Juni 2026. Teknik analisis data yang digunakan adalah deskriptif kualitatif yaitu mengumpulkan data-data dan informasi yang dibutuhkan, selanjutnya data tersebut diolah kemudian dipaparkan. Instrumen penelitian ini menggunakan daftar ceklis observasi, pedoman wawancara, dan dokumentasi. Observasi dilakukan untuk mengamati secara langsung peranan resepsionis dalam memberikan pelayanan prima dan penerapan unsur-unsur pelayanan prima oleh resepsionis di Grand Makassar Hotel, wawancara digunakan untuk memperoleh informasi mendalam dari informan mengenai pelaksanaan pelayanan prima, serta dokumentasi digunakan sebagai data pendukung yang memperkuat hasil observasi dan wawancara. Hasil yang diperoleh dalam penelitian ini menunjukkan bahwa peranan resepsionis dalam memberikan pelayanan prima di Grand Makassar Hotel telah dilaksanakan dengan baik sesuai dengan penerapan terhadap keenam unsur pelayanan prima, yaitu ability, attitude, appearance, attention, action, and accountability. Terbukti dari hasil observasi dan wawancara dengan informan. Berdasarkan hasil penelitian ini, dapat disimpulkan bahwa, Resepsionis mampu menunjukkan kemampuan, sikap, penampilan, perhatian, tindakan, dan tanggung jawab yang mendukung terciptanya pelayanan berkualitas, sehingga memberikan kesan yang positif dan meningkatkan kepuasan tamu selama menginap di hotel. Penelitian ini menyarankan agar Grand Makassar Hotel terus meningkatkan kualitas pelayanan resepsionis melalui pelatihan dan evaluasi berkala guna mempertahankan kepuasan tamu serta meningkatkan citra positif hotel.

This study aims to examine the role of receptionists in delivering excellent service at Grand Makassar Hotel and to identify the implementation of the elements of excellent service by receptionists in the guest reception process at Grand Makassar Hotel. This research employed a qualitative method with a descriptive approach. The study was conducted over a two-month period, from May to June 2026. The data were analyzed using descriptive qualitative analysis by collecting the required data and information, processing them systematically, and presenting the findings descriptively. The research instruments included an observation checklist, interview guidelines, and documentation. Observation was concucted to directly examine the role of receptionists in delivering excellent service and the implementation of excellent service elements at Grand makassar Hotel, Interviews were carried out to obtain in-depth information from the informants regarding the implementation of excellent service, while documentation served as supporting evidence to strengthen the findings obtained through observation and interviews. The findings indicate that the role of receptionists in delivering excellent service at Grand Makassar Hotel has been effectively performed in accordance with the implementation of the six elements of excellent service, namely ability, attitude, appearance, attention, action, and accountability. This conclusion is supported by the results of both observations and interviews with the informants. Based on the findings, it can be concluded that the receptionists demonstrate competence, positive attitudes, profesional appearance, attentiveness, appropriate actions, and accountability in delivering high-quality service. These qualities contribute to creating a positive impression and enhancing guest satisfaction throughout their stay at the hotel. Therefore, this study recommends that Grand Makassar Hotel continuously improve the quality of receptionist services through regular training and periodic performance evaluations in order to maintain guest satisfaction and strengthen the hotel’s positive image.