OUTSTANDING SERVICE IS OFFERED BY HOUSEKEEPING DEPARTMENT OF MASA INN-HOTEL-KUTA-BALI TO INCREASING HIS HOTEL OCCUPANCY

Abstract

As the income per capita of international communities are increasing, they want to have refreshing after working long hours, long days, furthermore long years. To fulfill their eagerness and drove their boarness, they make a journey to a tourist resort to enjoy the art, culture, view and shopping. One among their need during their travelling is a hotel to sleep in when they want to have a rest. In a hotel, there are many departments which are in charged to give service to their guest who are staying in the hotel, such as : Front Office Department, Food and Beverage Department, Accounting, Engineering, Housekeeping Department and many more. Housekeeping Department plays an important role to increasing The Masa Inn Hotel’s room occupancy by offering “An Outstanding Service”. There are some strategies of Masa inn Hotel’s to offering his outstanding service such as : guest satisfaction, magic words and familiar service. Guest Satisfaction : Guest satisfaction is such service which is directly experienced by the Masa inn Hotel Guest. Every time the staff offering service to the guest should smile. This smile is directly experienced by consumer. The smile means “I Would be Your Friend”. This term is directly experienced by consumer. Quick service is more important. Don’t let the guest wait for any longer for his order. Must be quick service !. Secondly is magic words. Expensive room rate is no problem by his guest if the guest can get some magic words during service process. They will feel their selves like in their home country. Some magic words that they expected are : welcome to Masa Inn Hotel; please enjoy your staying with us; sorry for making you trouble, etc. Thirdly is familiar service. The customers don’t expect to stay in a glamour hotel with 5 star class hotel, but they want to get a familiar service, like they stay in their home country, with their own family, full of harmony. The key note for increasing “The Masa Inn Hotel occupancy” is “OUTSTANDING SERVICE by HOUSEKEEPING Department”. In serving The Masa Inn Hotel’s customer, it is not only to fulfill their expectation, but moreover exceeding their expectation, then the service of Masa Inn Hotel become outstanding among those regular hotel surround it