| Summary: | Royal Ambarrukmo Yogyakarta Hotel is known as a strong five-star hotel
which has nuances of Javanese culture. Royal AmbarrukmoHotel also believed to
be a hotel that has a very good service in Yogyakarta, which makes this not only
serves as an accommodation, but also a tourist destination with attractions that
continue to grow. As a token of appreciation to the hotel guests who have given
credence to the Royal Ambarrukmo as the number one choice of hotels in
Yogyakarta, the hotel always provide the best service for the guests. This is the
task and the main role of a Guest Relation Officer to always ensure happiness for
guests staying at the hotel. A Guest Relation Officer has a very outside of the
scope of work that continues to evolve according to the needs and development of
information technology services.
On this basis, the authors are interested in analyzing service quality
improvement as a Guest Relation Officer representer of Hotel Royal Ambarrukmo
Yogyakarta. Another goal of this research is to determine the scope of work and
the skills and knowledge required Guest Relation Officer in carrying out his job.
Moreover, the main objective of this study was to analyze the quality of service
Guest Relation Officer Royal Ambarrukmo Yogyakarta to consider five
dimensions of service quality, namely tangible, reliability, responsiveness,
assurance and empathy.
Analysis of Results of Analysis of Service Quality using the five
dimensions of service quality is obtained that the Guest Relation Officer Royal
Ambarrukmo already meet the three dimensions of responsiveness, assurance and
empathy.
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