DAFTAR ISI
DAFTAR ISI
XXXXXX PERSETUJUAN LEMBAR PENGESAHAN
KATA PENGANTAR ................................................................................ i
DAFTAR ISI............................................................................................... iv
DAFTAR TABEL....................................................................................... vi
DAFTAR GAMBAR .................................................................................. vii
BAB I PENDAHULUAN ...................................................................... 1
1.1 Latar Belakang...................................................................... 1
1.2 Perumusan Masalah .............................................................. 7
1.3 Tujuan dan Pemanfaatan Penelitian ..................................... 7
1.4 Metode Penelitian ................................................................. 8
1.5 Sistematika Penulisan ........................................................... 10
BAB II GAMBARAN UMUM PERUSAHAAN .................................. 11
2.1 Sejarah Singkat Perusahaan.................................................. 11
2.2 Logo Hotel dan Moto ........................................................... 12
2.3 Visi dan Misi Hotel Grand Central ....................................... 12
2.4 Struktur Organisasi ............................................................... 13
2.5 Xxxxx & Tanggung Jawab Department ................................ 15
BAB III TINJAUAN TEORI DAN PRAKTEK .................................... 19
3.1 Tinjauan Teori ....................................................................... 19
A. Pengertian Pemasaran.................................................... 19
B. Karakteristik Pemasaran Jasa Hotel .............................. 20
C. Konsep Pelayanan (servqual) ........................................ 22
D. Evaluasi Kualitas Pelayanan.......................................... 24
E. Pengertian Pelayanan..................................................... 25
F. Kualitas Produk dan Jasa............................................... 26
G. Perencanaan Produk dan Jasa ........................................ 27
H. Kepuasan Pelanggan dan Kualitas Jasa ......................... 28
I. Pengertian Hotel ............................................................ 29
J. Pengertian dan Dimensi Kualitas Pelayanan ................. 34
K. Kualitas Layanan Jasa ................................................... 36
L. Pengukuran Kepuasan Pelanggan.................................. 37
M. Pandangan Islam Terhadap Pelayanan .......................... 39
3.2 Tinjauan Praktek ................................................................... 40
A. Penentuan Tarif Sewa Kamar Grand Central Hotel
Pekanbaru ...................................................................... 40
B. Room Boy (Pramukamar) ............................................. 44
C. Pekerjaan Room Boy (Housekeeping Department) ..... 45
D. Perlengkapan Kerja Housekeeping Department
(Room Boy) ................................................................... 47
E. Prosedur Penanganan Pelayanan Housekeeping ........... 49
F. Struktur Organisasi Housekeeping ............................... 50
BAB IV KESIMPULAN DAN SARAN.................................................. 54
4.1 Kesimpulan ............................................................................ 54
4.2 Saran ...................................................................................... 55