PENERAPAN SERVICE ENCOUNTER PADA BAGIAN TELEPHONE OPERATOR DI HARRIS HOTEL & CONVENTIONS GUBENG
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Abstract
Penelitian ini bertujuan untuk menguji teori service encounter pada departemen front office terutama di bagian telephone operator di tempat praktik kerja lapangan. Teori service encounter yang digunakan terdiri dari 4 dimensi, yaitu recovery, adaptability, spontaneity, dan coping. Penelitian dilakukan dengan melakukan internship di HARRIS Hotel & Conventions Gubeng Surabaya yang terletak di Jalan Bangka no. 8 - 18. Internship atau kerja lapangan dilakukan selama 13 minggu atau 624 jam kerja di departemen front office bagian telephone operator, fans relation officer, dan front desk agent. Pengamatan selama melakukan praktik kerja lapangan akan digunakan untuk membahas lebih dalam mengenai penerapan service encounter pada bagian telephone operator departemen front office di HARRIS Hotel & Conventions Gubeng dalam mengaplikasikan keempat dimensi tersebut dalam menangani telepon dari pelanggan.
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