Detail Cantuman

The Activities of Delighting Guest as Guest Relation Officer in The Luxury Lobby and Horizon Club at Shangri-La Hotel Surabaya, Lutviatun Nafiah, Nim F31140819, Tahun 2017, 52 pages., English Study Program, State Polytechnic Negeri Jember, Fitri Wijayanti, S.Pd, M.Pd (Internal Supervisor)



SUMMARY
Internship Program becomes urgent and it is needed by Polytechnic students when they want to enter the industrial business as a professional worker. This report focuses on discussing the activities during my Internship Program in Shangri-La Hotel Surabaya for 3 months that I should spend in the real industry. This internship program ran from March until June 2017. I selected to do my Internship Program at Shangri-La Hotel Surabaya because I have passion in the hotel industry. Shangri-La Hotel Surabaya is an appropriate place to implement my knowledge and skills that I got from English Study Program especially from English for Hotel and Restaurant Subject. Moreover, Shangri-La Hotel Surabaya is known as the best five stars hotel in East Java. This hotel provides several services, such as accommodation and restaurant. It is located at Jl. May. Jend Sungkono No. 120 Surabaya, East Java.
I got an opportunity to handle jobs in Front Office Department especially in Guest Relation Officer (GRO). Guest Relation Officer (GRO) is someone who has a job to bridge guest and hotel as well as the duty to provide special attention and services. The activities that were done during internship program were standing by the door glass and welcoming guest with greeting standard of Shangri-La Hotel Surabaya, making welcome card, setting up welcome drink and serve for the guest who do Check- In process, and making VIP arrival list. From that position, I learned and got experiences about many activities that should be done by Guest Relation Officer (GRO). I also understand the Guest Relation Officer (GRO) jobs and activities at the hotel.