ANALISIS PERANAN GUEST RELATION OFFICER (GRO) DALAM MENINGKATKAN PELAYANAN PRIMA PADA TAMU VIP DI NOVOTEL MANADO GOLF RESORT & CONVENTION CENTER

Abstract

Guest Relations Officer (GRO) is a position in the front office whose function is to provide the best service to VIP guests. Without a Guest Relations Officer (GRO), the hotel cannot run optimally and satisfy guests, especially VIP guests. This study aims to analyze the roles, tasks and problems faced by the Guest Relations Officer (GRO) in improving services for VIP guests at the Novotel Manado Golf Resort & Convention Center. In this study using data collection methods by means of observation, interviews, literature study. The data obtained were then analyzed and presented qualitatively. The research results show that the duties of the Guest Relations Officer (GRO) at the Novotel Manado Golf Resort and Convention Center are successful in providing good and exclusive service to VIP guests in the form of welcoming guests to the hotel lobby. As well as the obstacles experienced by a GRO (Guest Relations Officer) officer, such as missed communication to the reception in providing services. Conclusion The role of the Guest Relations Officer (GRO) is in accordance with Standard Operating Procedures in serving VIP guests staying at the Novotel Manado Golf Resort and Convention Center and being able to provide good service to VIP guests, VIP guests are also satisfied with the exclusive service and various facilities it has by Novotel Manado Golf Resort and Convention Center.