Peran Guest Relations Officer dalam Meningkatkan Pelayanan kepada Pengunjung di Garuda Wisnu Kencana Cultural Park Bali

Abstract

Garuda Wisnu Kencana (GWK) is one of the destinations in the tourism and hospitality sector, where The role of the Guest Relations Officer (GRO) in enhancing visitor service at the Garuda Wisnu Kencana Cultural Park Bali. This report aims to describe the involvement of Guest Relations Officer in increasing visitor satisfaction at Garuda Wisnu Kencana Bali. The report focuses on one particular theory by Prakoso (2017), which states that Guest Relations Officers (GRO) hold a front office position serving as intermediaries or bridges between guests, especially VIP guests, and the hotel. Therefore, it requires someone capable of effectively interacting and communicating with all guests, emphasizing the important role and scope of Guest Relations Officer. The type of data used is Qualitative Data, with sources for this report including Primary and Secondary Data. The data collection methods employed by the author include direct observation, distributing questionnaires, and documentation. This report contains the history of Garuda Wisnu Kencana (GWK), general information about Garuda Wisnu Kencana, Standard Operating Procedures (SOP), duties and responsibilities of Guest Relations Officer, services provided by Guest Relations Officer, and the results of visitor satisfaction. It can be concluded that visitors gain numerous benefits from the GRO in providing information services, thereby feeling satisfied when visiting GWK due to the excellent service provided by the GRO at GWK.