Improving the Quality of HR

Oct 13, 2025 by wbrum.org 18 views

Ethics Telephone Operator in Improving Services at the Grand Aston Yogyakarta Hotel Department Front Office Department

Introduction

The Grand Aston Yogyakarta Hotel Department Front Office Department is a crucial element in the operation of the hotel. One of the key roles in this department is the telephone operator, who is responsible for providing telecommunications services, including providing information about hotel products and activities that occur inside and outside the hotel. The success of a telephone operator in providing appropriate and satisfying information to guests and hotel employees is heavily dependent on their ethics and communication skills. This study aims to explain how the ethics implemented by telephone operators can improve services on the front office department of the Grand Aston Yogyakarta Hotel Department.

The Importance of Ethics in Telephone Operators

The role of a telephone operator is not just limited to answering calls and providing information. They are the first point of contact for guests and hotel employees, and their communication skills and ethics can make a significant impact on the level of guest satisfaction. Good communication, polite language use, and friendly intonation can create a positive impression for guests, while a lack of ethics in communication can cause misunderstandings and dissatisfaction from the guests. Therefore, it is essential for telephone operators to possess good communication skills and ethics to provide excellent services.

Research Methodology

The data collection method in this study was conducted through a four-month field work practice at the Grand Aston Hotel Yogyakarta. Researchers also conducted interviews with the Front Office Manager and gathered information from various books and trusted sources to support the writing of this paper.

Research Result

The results showed that the role of a telephone operator was very important in improving hotel services. Ethics applied in communication between telephone operators and guests has a big impact on the level of guest satisfaction. Good communication, polite language use, and friendly intonation can create a positive impression for guests. Conversely, lack of ethics in communication can cause misunderstandings and dissatisfaction from the guests.

Analysis of Supporting Factors and Constraints

Several supporting factors for telephone operators in providing good service include:

Adequate Training

The existence of regular training on communication ethics and telephone handling can improve telephone operator skills. This training can help telephone operators to develop their communication skills, including active listening, clear and concise language use, and empathy.

Technology Support

The use of sophisticated and effective telecommunications systems facilitates telephone operators in providing accurate and fast information. This technology can help telephone operators to manage multiple calls simultaneously, provide information quickly, and reduce errors.

Solid Teams

Good cooperation between members of the Front Office team is also very influential in providing consistent services to guests. This teamwork can help telephone operators to work together to resolve guest complaints, provide information, and maintain a positive atmosphere in the hotel.

However, telephone operators also face obstacles that need attention, such as:

High Workload

The number of calls that enter the same time can cause stress and potentially reduce service quality. This high workload can lead to telephone operators feeling overwhelmed, which can result in poor communication and a negative guest experience.

Variations of Guests

Guests who have a variety of different backgrounds and hopes can add to the complexity in providing services. Telephone operators need to be able to adapt to different guest needs and preferences, which can be challenging.

Solutions to overcome this obstacle include:

Effective Time Management

Applying the task rotation system so that the telephone operator can manage the workload better. This can help to reduce stress and improve service quality.

Improving the Quality of HR

Routinely providing training to improve communication skills and stress management for telephone operators. This can help to develop their skills and improve their ability to provide excellent services.

Conclusion

From this study, it can be concluded that the ethics of telephone operators on the front office department of the Grand Aston Yogyakarta Hotel Department is very influential on the level of guest satisfaction. Good communication skills, the use of proper ethics, and friendly intonation will improve the quality of service. Therefore, it is essential for the hotel to continue to conduct evaluations and training for telephone operators so that the services provided are always optimal and satisfying for all guests.

Recommendations

Based on the findings of this study, the following recommendations are made:

Regular Training

The hotel should provide regular training for telephone operators on communication ethics and telephone handling.

Technology Support

The hotel should invest in sophisticated and effective telecommunications systems to facilitate telephone operators in providing accurate and fast information.

Teamwork

The hotel should encourage teamwork between members of the Front Office team to provide consistent services to guests.

Effective Time Management

The hotel should apply the task rotation system to help telephone operators manage the workload better.

Improving the Quality of HR

The hotel should routinely provide training to improve communication skills and stress management for telephone operators.

By implementing these recommendations, the hotel can improve the quality of service provided by telephone operators and enhance the guest experience.

Limitations of the Study

This study has several limitations, including:

Small Sample Size

The study was conducted with a small sample size, which may not be representative of the entire population.

Limited Time Frame

The study was conducted over a limited time frame, which may not capture the full range of factors that influence the ethics of telephone operators.

Subjective Data

The study relied on subjective data from interviews and observations, which may be influenced by personal biases.

Future Research Directions

Future research should aim to:

Investigate the Impact of Ethics on Guest Satisfaction

Further research should investigate the impact of ethics on guest satisfaction and explore ways to improve ethics in telephone operators.

Develop a Model for Effective Communication

A model for effective communication should be developed to help telephone operators improve their communication skills and provide excellent services.

Investigate the Role of Technology in Improving Services

Further research should investigate the role of technology in improving services and explore ways to use technology to enhance the guest experience.

By addressing these limitations and exploring new research directions, future studies can build on the findings of this study and provide a more comprehensive understanding of the ethics of telephone operators in improving services.
Q&A: Ethics Telephone Operator in Improving Services at the Grand Aston Yogyakarta Hotel Department Front Office Department

Q: What is the role of a telephone operator in the Grand Aston Yogyakarta Hotel Department Front Office Department?

A: The role of a telephone operator is to provide telecommunications services, including providing information about hotel products and activities that occur inside and outside the hotel. They are the first point of contact for guests and hotel employees, and their communication skills and ethics can make a significant impact on the level of guest satisfaction.

Q: What are the key factors that influence the ethics of telephone operators?

A: The key factors that influence the ethics of telephone operators include:

Adequate training: Regular training on communication ethics and telephone handling can improve telephone operator skills.
Technology support: The use of sophisticated and effective telecommunications systems can facilitate telephone operators in providing accurate and fast information.
Solid teams: Good cooperation between members of the Front Office team is also very influential in providing consistent services to guests.

Q: What are the obstacles that telephone operators face in providing good service?

A: The obstacles that telephone operators face in providing good service include:

High workload: The number of calls that enter the same time can cause stress and potentially reduce service quality.
Variations of guests: Guests who have a variety of different backgrounds and hopes can add to the complexity in providing services.

Q: What are the solutions to overcome the obstacles faced by telephone operators?

A: The solutions to overcome the obstacles faced by telephone operators include:

Effective time management: Applying the task rotation system so that the telephone operator can manage the workload better.
Improving the quality of HR: Routinely providing training to improve communication skills and stress management for telephone operators.

Q: How can the hotel improve the quality of service provided by telephone operators?

A: The hotel can improve the quality of service provided by telephone operators by:

Regular training: Providing regular training for telephone operators on communication ethics and telephone handling.
Technology support: Investing in sophisticated and effective telecommunications systems to facilitate telephone operators in providing accurate and fast information.
Teamwork: Encouraging teamwork between members of the Front Office team to provide consistent services to guests.

Q: What are the benefits of improving the ethics of telephone operators?

A: The benefits of improving the ethics of telephone operators include:

Improved guest satisfaction: Good communication skills and ethics can create a positive impression for guests and improve their satisfaction.
Increased loyalty: Guests who are satisfied with the service provided by telephone operators are more likely to return to the hotel and recommend it to others.
Enhanced reputation: A hotel with excellent telephone operators can enhance its reputation and attract more guests.

Q: How can the hotel measure the effectiveness of the solutions implemented to improve the ethics of telephone operators?

A: The hotel can measure the effectiveness of the solutions implemented to improve the ethics of telephone operators by:

Conducting regular surveys: Conducting regular surveys to measure guest satisfaction and identify areas for improvement.
Analyzing data: Analyzing data on the number of calls handled, the time taken to resolve issues, and the number of complaints received.
Conducting regular training: Conducting regular training for telephone operators to ensure that they are equipped with the necessary skills and knowledge to provide excellent service.

By implementing these solutions and measuring their effectiveness, the hotel can improve the quality of service provided by telephone operators and enhance the guest experience.