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DAFTAR ISI
Hal
Judul.................................................................................................................i
Kata pengantar................................................................................................ii
Daftar isi .........................................................................................................iii
I. PENGERTIAN RECEPTIONIST.......................................................... 1
A. Struktur organisasi front office........................................................... 1
B. Job descrition...................................................................................... 1
C. Petunjuk penggunaan modul............................................................... 2
D. Tujuan akhir pembelajaran ................................................................. 3
E. Kriteria kerja....................................................................................... 4
F. Daftar periksa keberhasilan belajar .................................................... 5
2. PEMELAJARAN .................................................................................... 9
2.1. Menyiapkan kedatangan tamu .......................................................... 10
A. Peran dan fungsi kantor depan hotel........................................... 10
B. Pengetahuan produk (product knowledge) ................................. 11
C. Area kerja reception dan peralatan yang digunakan................... 12
D. Pelaksanaan persiapan pagi(morning shift) ................................ 13
E. Menyiapkan kedatangan tamu perorangan ................................. 18
F. Mempersiapkan kedatangan tamu rombongan/group................. 20
G. Mempersiapkan kedatangan tamu penting.................................. 21
2.2. Menyambut dan mendaftarkan tamu....................................................23
A. Format kerja................................................................................ 24
B. Prosedur menyambut dan mendaftar tamu perorangan .............. 27
C. Prosedur menyambut dan mendaftar tamu rombongan.............. 34
2.3. Mengorganisasi keberangkatan tamu ................................................. 37
A. Prosedur mengorganisasi keberangkatan tamu........................... 37
B. Prosedur penanganan keterlambatan pembebanan rekening tamu 42
2.4. Menyiapkan catatan dan laporan front office......................................43
A. Catatan dan laporan front office ................................................. 43
B. Prosedur pergantian kamar ......................................................... 51
C. Prosedur ketidakdatangan tamu (no show)................................. 53

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3. EVALUASI............................................................................................... 55
A. Uji kompetensi teori..................................................................... 56
B. Uji kompetensi keterampilan ....................................................... 64
C. Criteria penilaian......................................................................... 66
DAFTAR PUSTAKA.....................................................................................
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