Page 4 - Materi Elvina RJ Front-Office-Kelas-XI

Daftar Isi

Bab 1 Penerimaan Telepon Masuk ........................................................................... 1
A. Gambaran Umum Front Office ....................................................................................... 3
B. Front Office Department dan Telephone Operator ................................................. 5
C. Tugas Telephone Operator ................................................................................................ 8
D. Tugas Penerimaan Telepon Masuk ................................................................................. 9
Uji Kompetensi .......................................................................................................................... 12

Bab 2 Pelayanan Panggilan Telepon ........................................................................ 17
A. Panggilan Telepon pada Front Office ........................................................................... 19
B. Tugas Operator Telepon dalam Melakukan Panggilan Keluar .............................. 20
C. Etika Panggilan Telepon ..................................................................................................... 24
D. Jenis – Jenis Hubungan Telepon .................................................................................... 26
Uji Kompetensi .......................................................................................................................... 31

Bab 3 Bagian Pemesanan Kamar (Reservasi) ........................................................... 37
A. Pengertian Reservasi .......................................................................................................... 39
B. Klasifikasi Reservasi ............................................................................................................. 40
C. Jenis-Jenis Reservasi ........................................................................................................... 40
D. Media dan Sumber Reservasi .......................................................................................... 41
E. Sistem penanganan Reservasi ......................................................................................... 44
Uji Kompetensi .......................................................................................................................... 47

Bab 4 Penanganan Reservasi Individu ...................................................................... 51
A. SOP Penanganan Reservasi Individu ............................................................................ 53
B. Reservation Inquiries .......................................................................................................... 55
C. Memeriksa Ketersediaan Kamar (Determining Room Availability) .................... 59
D. Menerima atau Menolak Pemesanan Kamar .............................................................. 63
E. Konfirmasi Reservasi ........................................................................................................... 64
Uji Kompetensi .......................................................................................................................... 67

Bab 5 Penanganan Reservasi Rombongan ............................................................... 71
A. Sumber Reservasi Rombongan ...................................................................................... 73
B. Penangan Reservasi Tamu Rombongan ...................................................................... 75
C. Formulir Reservasi ............................................................................................................... 76
D. Catatan Harian Reservasi/Agenda Reservasi ............................................................. 78
E. Konfirmasi Reservasi ........................................................................................................... 79
Uji Kompetensi .......................................................................................................................... 82

Bab 6 Pembaruan dan Pembatalan Reservasi .......................................................... 87
A. Perubahan Pemesanan Kamar (Amendment of Reservation) ............................. 89
B. Pembatalan Reservasi (Cancelation of Reservation) ............................................... 91
C. Penanganan Pemesanan Kamar tetapi Tidak Jadi Datang (No Show) .............. 93
Uji Kompetensi .......................................................................................................................... 96

iv Front Office Kelas XI untuk SMK/MAK