THE COMMUNICATION APPROACH OF RECEPTIONISTS IN HANDLING GUEST CHECK-IN DELAYS TO IMPROVE SERVICE AT U STAY HOTEL STYLE BATIK

Abstract

 This study investigates how receptionists handle guest complaints related to delayed check-in at U Stay Hotel Style Batik. As the first point of contact, receptionists play a strategic role in managing guest expectations, coordinating with departments, and maintaining professionalism during service disruptions. A qualitative case study was conducted with two receptionists as participants. Data were collected through observation, in depth interviews, documentation, and literature review, focusing on verbal and non-verbal communication strategies. The findings show three main aspects. First, interpersonal communication skills penness, empathy, 
supportiveness, and equality help reduce guest frustration and build trust. Second, coordination between the Front Office and Housekeeping is essential to minimize delays; ineffective information flow often prolongs waiting times. Third, based on the SERVQUAL framework, tangibles, assurance, and empathy are the strongest 
dimensions of service, while reliability and responsiveness are hindered by inconsistent coordination. The study concludes that sincere and empathetic communication has a greater impact on guest perceptions than material compensation. Receptionists who remain professional and transparent not only resolve complaints effectively but also enhance guest satisfaction and loyalty. These insights emphasize the receptionist’s role as both a problem-solver and brand ambassador in strengthening service excellence.