Prepare By LK ROOM ATTENDANT.pptx
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The document provides information about the role of a room attendant in a hotel. It discusses the duties and responsibilities of room attendants, which include maintaining cleanliness and order in guest rooms, handling lost items, assisting with laundry, and cooperating with other hotel departments. It also describes the characteristics needed for the job such as knowledge of room amenities and facilities, cleaning supplies, and safety procedures. Room attendants are expected to provide good customer service, follow rules, and maintain a professional appearance. Their work involves cleaning multiple rooms per shift and responding to guest requests.
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Prepare By LK ROOM ATTENDANT.pptx
- 1. ROOM ATTENDANT By IHKA TEAM
- 2. Kenapa kita harus belajar tentang ROOM ATTENDANT?
- 3. Apakah anda sebelumnya pernah mendengar kata Room Attendant?
- 4. • Infographic Style Apa yang anda ketahui tentang Room Attendant?
- 5. Menurut (Darsono, 2011) Room Attendant adalah petugas kamar yang berpenampilan baik dan rapi, meliputi tingkah laku, kejujuran, sopan, santun pada tamu, atasan maupun Pengertian Room Attendant
- 6. Room attendant merupakan seorang petugas kebersihan yang punya tanggung jawab dalam hal menjaga kebersihan, kerapian, kenyamanan dan kelengkapan kamar- kamar tamu di hotel. Dimas, 2017 Pengertian Room Attendant
- 7. Diskripsikan pendapat anda tentang Room Attendant Pengertian Room Attendant
- 8. PERANAN ROOM ATTENDANT antara lain: 1. Menjaga kebersihan area hotelmeliputi kamar tamu. 2. Menangani barang lost and found, jadiketika seorang room attendant menemukan barang hilang atau tertinggal di kamar, segera melaporkan ke pimpinan. 3. Menangani laundry dan dry cleaning dengan mengganti linen setiap hari dan kumpulkan pakaian tamu ketika membersihkan kamar dan di serahkan ke laundry, (Dimas,
- 9. pada saat bekerja yaitu: 1. Melayani tamu Ketika seorang Room Attendant memberikan pelayanan kepada para tamu tidak dibatasi waktunya sebab setiap saat tamu dapat meminta pelayanan baik pagi, siang, sore maupun malam hari. 2. Melaksanakan perintah atasan Dalam menjalani tugas sehari-hari seorang atasan akan meminta secara langsung kepada Room Attendant seperti membersihkan kamar, menyiapkan kamar kamar yang akan PERANAN ROOM ATTENDANT
- 10. Attendant Ketika sedang bertugas mengetahui ada Room Attendant lain yang belum selesai, maka dia harus membantu teman lain yang belum selesai. Jika ada Room Attendant yang memerlukan tambahan sheet, pillow case, serta towel, maka dapat memperolehnya dari staff yang memilili kelebihan perlengkapan tersebut. 4. Menjalin kerjasama dengan seksi seksi lain yang ada di dalam Departemen Housekeeping Linen Section Laundry Section PERANAN ROOM ATTENDANT
- 11. Apa pemahaman anda tentang peranan Room Attendant?
- 12. D D D D D TUGAS DAN TANGGUNG JAWAB ROOM ATTENDANT
- 13. Menurut anda apa perbedaan peran dengan tugas?
- 14. TUGAS UTAMA ROOM ATTENDANT
- 15. 1. Mengecek semua kamar pada permulaan shiftnya dan membuat room boy sheet mengenai situasi kamar sesuai dengan kode yang telah ditentukan. 2. Mengambil linen atau towel, cleaning supplies, guest supplies dan perlengkapan atau peralatan kerja lainnya, kemudian diatur ke troli 3. Mengontrol inventaris, kondisi kebersihan dan kelengkapan setiap kamar di flornya masing-masing.
- 16. 6. Mengganti linen atau towel yang kotor disetiap kamar. 7. Melaksanakan kegiatan vacuum cleaning, mengepel lantai untuk kamar-kamar tanpa karpet. 8. Melaporkan segala kerusakan, kehilangan, kejadian yang tidak semestinya kepada front office dan housekeeping supervisor. 9. Menolongvalet (laundry) untuk mengumpulkan cucian tamu yang ingin dicuci.
- 17. 11.atau towel, sisa guest supplies, cleaning supplies, cleaning equipment ke linen room/roomboy station floor masing-masing. 12.Membersihkan atau mengatur kembali troli. 13.Menerima atau melaksanakan perintah atasan. 14.Bekerja sama yang baik dengan
- 18. Selain utama, petugas room attendant memiliki tugas tambahan, antara lain: 1. Membina kekompakan kerja yang harmonis dan menjalin kerjasama yang baik dengan department lainnya. 2. Menciptakan dan membina suasana kerja yang sehat. 3. Melaksanakan semua perintah atasan. 4. Menghadiri meeting atau
- 19. BUTUH ISTIRAHAT?
- 20. Tanggung Jawab Room Attendant Content A - 40% Content C - 30% Content D - 90% Contents Here
- 21. 1. Memelihara hubungan baik dengan tamu – staff diwajibkan untuk selalu menyapa tamu dengan ramah dan profesional 2. Memastikan keamanan dan kenyamanan tamu – pekerjaan staff room mengaharuskan mereka untuk keluar dan masuk kamar tamu, karena hal tersebut berkaitan dengan privasi tamu maka pastiak tamu tidak merasa terganggu, selain itu, staff juga harus bertindak untuk menagawasi area floor terbebas
- 22. 3. Menjaga kebersihan kamar – bersihkan setiaop aspek yang ada di dalam kamar dan selalu tinggalkan kamar dalam keadaan rapi. 4. Memperhatikan administrasi dan komunikasi – staff harus memahami kamar yg mana saja yg harus dibersihkan serta bagaimana urutannya agar mempermudah administrasi pelaporan. Kegiatan
- 23. Jadwal Shift Kerja RoomAttendant
- 24. 40% 30% 20% 10% 1. Jadwal kerja room attendant dibagi menjadi dua shift atau tiga shift. Pembagian jadwal kerja ini didasarkan atas besar kecilnya hotel, banyak sedikitnya karyawan, serta kebijaksanaan manajemen. 2. Jika waktu kerja room attendant dibagi menjadi dua shift yaitu pagi dan sore, maka jam kerjanya adalah : O morning shift dimulai pukul 07.00am sampai dengan pukul 15.00 pm O evening shift dimulai pukul 15.00pm, sampai dengan pukul 23.00 pm. 3. Dibeberapa hotel pun menerapkan
- 25. 40% 30% 20% 10% 4. Jika dibagi menjadi tiga shift yaitu pagi, sore, dan malam. Maka waktu kerja antara lain: Omorning shift dimulai pukul 06.00 am, sampai dengan pukul 14.00 pm Oevening shift dimulai pukul 14.00 pm, sampai dengan pukul 22.00 pm. Onight shift dimulai pukul 22.00 pm, sampai dengan pukul 06.00am.
- 27. karakteristik yang diperlukan, seperti : 1. Pemahaman mengenai cara mengoperasikan benda-benda elektronik dikamar (Tv,ac, lampu, water jug electric, hair dryer dan lainnya) tamu akan membutuhkan pertolongan seorang room attendant disaat mereka kesulitan mengoperasikan benda-benda tersebut. 2. Property hotel/fasilitas hotel dan area kamar tamu harus bisa dipahami dan bisa diingat dan dipelajari, dikarenakan sewaktu waktu tamu akan menanyakan hal tersebut dengan waktu yang tidak diduga-duga. 3. Cara menggunakan alat kebersihan beserta bahan pembersih yang digunakan pada saat cleaning room, hal tersebut sangat perlu dipahami dikarenakan alat dan bahan
- 28. keselamatan pada saat bekerja, mulai dari prosedur mengangkat bed, trolley hingga situasi bencana alam seperti gempa bumi dan lain- lain. 5. Harus menguasai cara pengisian beberapa form yang digunakan room attendant 6. Menguasai atau memahami jenis jenis status kamar 7. Mampu melayani guest request 8. Mampu menangani keluhan tamu.
- 29. 75% 35% oleh seorang room attendant yaitu: 1. Mengenakan seragam hotel ,sepatu dan kaus kaki yang ditentukan 2. Selalu tepat waktu dan bila ada halangan diharap memberitahu sebelumnya 3. Segera melaporkan kepada supervisor atau kantor tata graha jika menjumpai tamu yangsakit dan hal-hal yang mencurigakan misalnya pencuri atau skipper. 4. Harus ramah dan member salam pada tamu serta melayani tamu dengan senang hati. 5. Melaporkan pekerjaan yang belum
- 30. 75% 35% station atau tempat tugas tanpa izin supervisor. 8. Dilarang mengobrol dengan sesama karyawan ataupun tamu. 9. Dilarang merokok dan berbicara keras- keras ditempat tugas sehinggamengganggu kenyaman tamu. 10.Dilarang menghidupkan radio atau nonton tv di kamar. 11.Dilarang mengajak teman berkunjung kedalam hotel. 12.Dilarang membawa barang atau apapun tanpa izin. 13.Dilarang menggunakan lift tamu. 14.Dilarang menyimpan barang yang
- 31. PERSONAL PRESENTATION STANDARD 03 Easy to change colors. Text Here Easy to change colors. Text Here
- 32. 1. Pakaian 2. Name badge 3. Rambut 4. Kuku 5. Perhiasan 6. Make-up 7. Odour (Bau Badan) 8. Personal hygiene 9. Barang pribadi
- 33. LATIHAN Untuk memperdalam pemahaman Anda mengenai materi di atas, kerjakan latihan berikut! 1. Jelaskan apa saja kriteria yang harus dimiliki oleh seorang room attendant ketika akan membersihkan kamar tamu! 2. Sebagai seorang room attendant, untuk mewujudkan personal presentation standard, apa saja yang perlu anda lakukan? 3. Sebagai seorang room attendant yang berkarakter, sebutkan apasaja hal-hal
- 34. Room Service Amenities Content A - 40% Content B - 70% Content C - 30% Content D - 90% Contents Here
- 35. Seorang room attendantharus memiliki karakteristik yang diperlukan, seperti : 1. Pemahaman mengenai cara mengoperasikan benda-benda elektronik dikamar (Tv,ac, lampu, water jug electric, hair dryer dan lainnya) tamu akan membutuhkan pertolongan seorang room attendant disaat mereka kesulitan mengoperasikan benda-benda tersebut. 2. Property hotel/fasilitas hotel dan area kamar tamu harus bisa dipahami dan bisa diingat dan dipelajari, dikarenakan sewaktu waktu tamu akan menanyakan hal tersebut dengan waktu yang tidak diduga-duga. 3. Cara menggunakan alat kebersihan beserta bahan pembersih yang digunakan pada saat cleaning room, hal tersebut sangat perlu dipahami dikarenakan alat dan bahan tersebut adalah senjata utama pada saat bekerja.
- 42. 40% 30% 20% 10% 1. Shower room 2. Toilet bowl sit 3. Wash basin 4. Mirror 5. Vanity lamp 6. Sabun 7. Hairdryer 8. Mineral water 9. Amenities box 10.Razor
- 43. 40% 30% 20% 10% 2 Shower cap 2 Tooth brush 2 Cotton bud Sanitary bag 1 Nail fail 2 Shampoo 2 Shower gel 2 Body lotion Sewing kit Shoes shine
- 44. 40% 30% 20% 10% Tissue Box Face Towel Hand Towel Bath Towel Bath mat Soap disk Line Hanger Tissue roll Wastebasket
- 45. Sudah ada niat untuk olahraga kunfu?
- 46. Amenities yang boleh di bawa pulang
- 47. Dental kit / pasta dansikatgigi Shower Cap Mousturizer Sisir Cotton Bud
- 49. Coffe and Tea Air Mineral Stasionerry
- 51. Amenities yang tidak boleh dibawa pulang
- 52. Hair dryer Handuk Piyama mandi Hanger Setrika Cutlery Ketel listrik dan cangir Lampu Alarm Lampu Tidur 01 02 03 05 04 Kursi TV Telepon Remot Lukisan Bohlam lampu Bantal, sprei, bedcover
- 55. Laundry Bag laundry cleaning list room service menu Do Not Disturb sign door knob menu
- 57. 1. Jelaskan pemahaman Anda mengenai jenis kamar tamu yang akan dipesan 2. Sebutkan dan jelaskan room amenities yang ada dikamar tamu 03 Easy to change colors. Text Here Easy to change colors. Text Here
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- 61. Amenities yang boleh di bawa pulang
- 62. Menangani komplain • Kata kata kasar dan tidak enak dari pelanggan, kita balas dengan manner yang baik • Ketidakpuasan “BESAR” = Kompensasi yang “BESAR” pula • Demi memecahkan masalah kita harus berusaha lebih keras dan fokus. O STEP 3 : FOCUS (PENYELESAIAN MASALAH) Apabila tidak focus, masalah akan jadi lebih besar
- 64. “Black Customer” “Pelanggan yang gagal kita layani dengan baik”
- 65. Ketidakpuasan pada pelanggan muncul dari perasaan “Tidak Nyaman”, dan protes dari pelangganterus berlanjut dari perasaan “tidak bisa mengerti”
- 66. Sebelum Marah, Coba Kita Pikirkan ? • Apakah amarah dapat mengubah situasi yang sudah terjadi ? • Apakah amarah tersebut tidak akan kita sesali ? • Apakah semuanya itu menyelesaikan masalah ?
- 68. POINT PENTING “FEELING” • Isu pertama kali di angkat lewat itikad baik • Selalu tunjukan respon positif pada respon awal pelanggan • Sesuaikan diri dengan situasi emosi pelanggan Selalu berusaha memberikan respon positif pada apa yang disampaikan oleh pelanggan
- 69. POINT PENTING “FACT” • Informasi produk harus dijelaskan secara detail • Ketidakpuasan muncul dari ketidak mengertian • Sentuh perasaannya, setelah itu lakukan pendekatan Selalu berusaha memberikan informasi yang jelas dan menjalin kedekatan
- 70. POINT PENTING “FOCUS” • Fokus saat berbicara dengan pelanggan • Fokus pada masalah yang akan diselesaikan • Perhatian dan gesture itu penting! • Hindari perkataan yang tidak berfaedah • Posisikan diri sebagai customer
- 71. 3 Tahapan Penyelesaian • Menawarkan (Offer) • Berikan pilihan (Option) • Meraih persetujuan (Agreement) Kalau begini bagaimana menurut Anda? Bagaimana bila dengan cara seperti ini? Jadi begini kah yang anda inginkan?
- 72. Jangan ucapkan ! • Maaf, tapi itu peraturan perusahaan • Untuk yang itu saya tidak tahu • Bukan tanggung jawab saya • Tidak bisa, sudah harus seperti itu • Saya tidak bisa berbuat apa apa • Manager saya yang lebih tau • Berpaling dan ngomel • Pura pura tidak mendengar
- 73. POINT PENTING “FEEDBACK” • Feedback saat proses penyelesaian, penting untuk dilakukan • Tentukan waktu perkiaan feedback dari permasalahan • Hubungi pelanggan sebelum waktu yang ditentukan • Jangan lupa, pelanggan menunggu hasilnya, apapun itu!
- 74. Selesaikan dengan kata kata yang positif • Terima kasih atas pengertian Anda • Kami pastikan hal tersebut tidak akan terulang kembali • Masukan anda sangat berharga • Akan kami jadikan bahan evaluasi management • Apakah ada lagi yag dirasa kurang nyaman • Kami harap anda dapat meninggalkan tempat ini dengan perasaan nyaman dan bahagia • Berkat anda, kami jadi mengetahui masalah ini
- 82. SETUJU?
- 83. Thank You Quotes : “Here is a powerful yet simple rule. Always give people more than they expect to get.”
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- 90. Infographic Style Laundry Bag laundry cleaning list room service menu Do Not Disturb sign door knob menu
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- 93. Infographic Style Hair dryer Handuk Piyama mandi Hanger Setrika Cutlery Ketel listrik dan cangir Lampu Alarm Lampu Tidur 01 02 03 05 04 Kursi TV Telepon Remot Lukisan Bohlam lampu Bantal, sprei, bedcover
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- 101. 40% 30% 20% 10% 1. Shower room 2. Toilet bowl sit 3. Wash basin 4. Mirror 5. Vanity lamp 6. Sabun 7. Hairdryer 8. Mineral water 9. Amenities box 10.Razor
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