THE COMMUNICATION TECHNIQUES USED BY TELEPHONE OPERATOR IN HANDLING GUEST COMPLAINT AT LE GRANDE BALI

Abstract

Hotel Le Grande Bali is one of the five-star hotels located in Pecatu, South Kuta, Bali. Hotel Le Grande Bali's operational services are currently classified as good, including the service of guest complaints. One of the methods used to serve guest complaints is by using telephone operators. The purpose of this research is to find out all types of guest complaints and identify communication techniques by Le Grande Bali telephone operator staff. Through this research, the benefits obtained are an understanding of new phenomena regarding the types of complaints and communication techniques in handling guest complaints using telephone operators based on a case study at Le Grande Bali. The research method used is a descriptive study. Through descriptive studies, the steps taken to identify phenomena include observation, data collection, and data analysis. Based on the stages carried out, the results obtained are the findings of the types of guest complaints and communication techniques used by the four telephone operator staff of Le Grande Bali. The types of complaints that occur through Le Grande Bali's telephone operators include mechanical complaints, service problem complaints, and unusual complaints. Then, the communication techniques used are informative techniques and persuasive techniques.