DELLYSTIYA FEBRIANTI Pengarang

SUMMARY The Activities as A Guest Relation Officer (GRO) at Shangri-La Hotel Surabaya, Dellystiya Febrianti, NIM. F31140140, Year 2017, 62 pages Language, Communication, and Tourism Department, Politeknik Negeri Jember, Fitri Wijayanti S.Pd., M.Pd (Supervisor) and Joice Gunawan (Field Supervisor) The Internship Program is one of the educational programs which provided by Politeknik Negeri Jember for its students to get new knowledge and experiences through the real work place which never taught in the learning activities in the class. One of the subjects which is provided by Language, Communication and Tourism Department of Politeknik Negeri Jember is English for Hotel and Restaurant. Through this subject, the students may learn about the hospitality in the hotel and restaurant. Due to the reason, the writer chose Shangri-La Hotel Surabaya as a place where the writer conducts the Internship Program. Shangri-La Hotel Surabaya is one of the five-star’s hotel where the writer can learn the hospitality service due to a lot of foreign and local guests who stay for business or leisure. This Internship Program was started from March 2017 until June 2017. In this short period of time, the writer got an opportunity to handle the guest as a Guest Relation Officer (GRO) in the Front Office Department. The activities that the writer done as a GRO were divided into two; the first activities were done in the second floor such as; welcoming the guest as the door girl, assisting and opening the lift for the guest as the lift attendant, and serving the welcome drink for the guest. The second activities were done in the Horizon Club in the 12th floor such as; folding the napkin, preparing the buffet for breakfast, taking and offering the menu to the guest, etc. Through those activities, the writer could get the new knowledge and experiences in doing the jobs in the real work. As the result of the new knowledge and experiences that the writer got, the writer then could learn about the independence and the maturity of working in the hotel as a Guest Relation Officer.