PERANAN KOMUNIKASI INTERPERSONAL RECEPTIONIST DALAM MENINGKATKAN KEPUASAN PELANGGAN DI HOTEL SURYA SUKOWATI SRAGEN

Abstract

In the current globalization era, communication science has a important rale in tourism. Oneof them is in the hospitality industry. In the Surya Sukowati Hotel, the receptionist serves thecoustemers by using interpersonal communication. With minimum of human resaources of receptionist in handling the work and custemers more improve. From the phenomenon above, the authors are interested to conducted the role interpersonal communication receptionist in the custemers. The key word in this study: interpersonal Communication, receptionist, customer satisfaction at Surya Sukowati Hotel in Sragen. The objective this reserch was to describe the role of interpersonal communication receptionist in custemers satisfaction at Surya Sokowati Hotel. The descriptive research with qualitative methud was a type that be ussed in this research. The theory was used based on Suranto Aw opinion that interpersonal communication between two or more people to presents message includes verbal and non verbal communication. Communication skills communication attitudes, ask a excusatory when any complaint, and present informations. The result of this reserach shows that the interpersonal communication receptionist at Surya Sukowati Hotel was good enough . So the impacts of custemers satisfation created through the stability of customers expectations the increasing of visiting interest to returned to the Hotel, and there was a willingness to about Surya Sukowati Hotel. The interpersonal communication receptionist in customers satisfation can be seen fro, the increasing number of customers and hotel guests staying at Surya Sukowati Hotel.
Keyword: Customers Satisfation, Interpersonal Communication, Receptionist