CHAPTER I INTRODUCTION

1.1 Background Issues

Tourism in this period has become the spotlight all over the world.
Many countries are beginning to bring up the attraction attraction for
attract international tourists, so their country will be visited
by many tourists. With so many tourists visiting then
the foreign exchange earnings of a country will increase, then tourism is made
as a country's mainstay to increase foreign exchange earnings. Example
the country that makes tourism the mainstay to get
foreign exchange is Hawai, Fiji, Caribbean, Singapore, Thailand, Philippines, and Maldives
(Pitana, 2005: 3). These countries have made objects of attraction
their tourism became one of the world's attractions, so
visited by many domestic and international tourists.
Speaking of tourists, before a tourist does
travel activities of course first make travel planning for
make it easy on the way. Plans made include:
schedule of activities during the tour (itinerary), transportation to be used,
and also the accommodation where they stay (hotels, motels, cottages, and others -
other). For accommodation this time has many hotels that stand in variety
areas of various types and shapes. In Yogyakarta for example has many
new hotels are springing up due to the high level of tourists coming to
this city.
The number of hotels in Yogyakarta fosters the competition of the hotel market
which is very tight. Each hotel began to come up with a promotional strategy
to attract tourists to stay at their hotel. That strategy is
by offering more services and also the convenience to prospective guests
in making a reservation. For now hotel reservation is not
must come directly to the hotel where we will stay or order
through the telephone only, but also through the Internet network
such as e-mail, yahoo massanger, through travel agents as well as websites
special like agoda, booking.com, hotelbeds, and others. In a hotel
the part responsible for handling the room reservation ie part
reservation.
The reservation section is in charge of the admissions process
booking the room by a prospective guest and ensuring the prospective guest gets it
room upon arrival check-in time. Hence the reservation part
responsible for the high low level of hotel room sales, because
the hotel can not always expect room sales through guests walk in
which is not necessarily present. With such tasks and responsibilities
reservation should certainly have a strategy to keep the rate of booking a room
hotels in order to remain stable even increased.
 But in practice pratik number of hotel room reservations is not
forever in accordance with what is expected. Hence the reservation section
must take action to keep the number of hotel room bookings as it is
expected.
Based on the description above, the authors are interested to conduct research that
will then be realized in a paper entitled "ROLES AND
STRATEGY RESERVATION SECTION IN INCREASING
ROOM SALES IN NEW SAPHIR HOTEL YOGYAKARTA ".

1.2 Problem Formulation

1. What is the role of reservation section in increasing sales

room at New Saphir Hotel Yogyakarta?

2. What is the reservation section strategy in increasing room sales

at New Saphir Hotel Yogyakarta?

3. What are the obstacles facing the reservation section in

increase sales of rooms in New Saphir Hotel Yogyakarta and

how to handle it ?

1.3 Research Objectives

This research to achieve the purpose of writing as follows:

1. To know how the role section reservation in

to increase sales of rooms in New Saphir Hotel Yogyakarta?

2. To find out what the reservation section strategy is in

to increase sales of rooms in New Saphir Hotel Yogyakarta?

3. To find out what obstacles faced reservation section

in increasing room sales at New Saphir Hotel

Yogyakarta and how to solve it?

1.4 Benefits of Writing

a. Practical Benefits

1. As input to New Saphir Hotel Yogyakarta for improve performance standards in the
reservation section in particular in terms of improved room booking service.

b. Theoretical benefits
1. As a learning for the author to add knowledge of the task and role of a reservation
sectionhotels in the process of selling rooms.

2. As reference materials and reference learning for the hotel actors, especially in the
section reservation section.

1.5 Literature Review

The notion of tourism is diverse depending on the angle

the view of different experts according to educational background. There is
which is more emphasis on economic point of view, point of view
social, and cultural as follows:

1. Tourism is a number of activities especially that exist relation to the direct

economic activity.
associated with the entry, the existence of a settlement and
the movement of people in and out of a city or region
or Country (Schulard H.V. in Yoeti, 1996).

2. Tourism is a number of phenomena and relationships happens because of the

journey of people to a place
from where they live provided they do not
stay settled and not for the purpose of working for
earn income (Hunziker, Kraft in Sukarsa,
1999).

3. Meanwhile, according to (Yoeti, 1996) tourism is a trip done for a while, that is
held from one place to another, with
not intended to earn a living in the place visited
but solely to enjoy the journey of life
gunabertamasya and berekreasi to fulfill desire
which is diverse.

From the understanding of the experts above can be concluded that

tourism can be interpreted as a traveling activity
temporarily to escape from the activity as well
binding work for the purpose of having fun -
happy.
Understanding the Hotel

Understanding the hotel according to Hotel Proprietors Act, 1956,

The hotel is a company run by its owner
by providing food, beverage and service
room facilities for sleeping to people who are being
travel and be able to pay by amount
which is reasonable according to the service received in the absence
Special Agreement.
Understanding the hotel based on Grolier Electronic Publishing
Inc. (1995), states that: The hotel is a business
a commercial that provides a place to stay, food, and
other services to the public.

Types of hotel rooms:

According to SK: Kep-22 / U / VI / 78 the classification of hotels can be distinguished

based on several categories:
a. By Facilities:

- Standart Room
- Superior / Premium Room
- Deluxe Room
- Junior Suite / Studio Room
- Suite Room
- Presidential / Penthouse Room

b. Based on number of beds:

- Single Room
- Twin Room
- Double Room
- Triple / Family Room

c. Classification of hotels by number of rooms:

1. 1 star hotel (*)

Requirements:

a. Number of standard rooms, minimum 15 rooms

b. Bathroom inside c. Standard room area, minimum 20 m2

2. 2 star hotel (**)

Requirements:

a. Number of rooms, minimum 20 rooms

b. Number of suites, at least one room
c. Room inside d. Standard room width, minimum 22 m2 e. Spacious suite room, at least 44
m2
3. 3 star hotel (***)

Requirements:

a. Number of standart rooms, minimum 30 rooms

b. Number of suites, at least 2 rooms
c. Bathroom in d. Standard room width, minimum 24 m2 e. Spacious suite room, at least 48
m2
4. 4 Star Hotel (****)

Requirements:

a. Number of standard rooms, minimum 50 rooms

b. Number of suites, at least 3 rooms
c. Bathroom inside d. Standard room width, minimum 24 m2 e. Spacious suite room, at least
48 m2
5. 5 Star Hotel (*****)

Requirements:

a. Number of standard rooms, at least 100 rooms

b. Number of suites, at least 4 rooms
c. Bathroom inside d. Standard room width, minimum 26 m2 e. Spacious suite room, at least
48 m2

Tourist / Guest Hotel

Tourists are people entering the territory of the country

foreign with any purpose of origin not for permanent residence
or undertake regular business, and issuing and
spending money in the countries visited and not
earn money from the country (Pendit, 1991: 10).
Hotel guests are the ones who want
services provided by the hotel. They can be
satisfied or not with the services provided by
hotel.

1.6 Platform Theory

Marketing is at the forefront of the company. A company does not

will be able to compete without any marketing. A marketing strategy is a tip
companies in marketing their products well to reach the level
profit desired. So also with hotels, a hotel requires
marketing to increase the occupancy rate of rooms. Here's understanding
hotel marketing according to Ritherford (1989) defines Hotel Marketing
as: Marketing is thus an umbrella term that covers a number of strategic and
tacticalactivities design to tell the clientele the "story" of hotel's, service and
encourage that the clientele to make choice based on the hotel's marketing message
compare to those of alternatives, which has more or less meaning: Marketing hotels are
activities that use strategies and tactics, which are planned
in such a way as to convey the "story" of service that can be
given a hotel, by providing passionate stimulation to guests
to want to choose the message that the hotel delivered compared to
another choice from another hotel.
Speaking of hotel marketing there is a management concept
which relates to hotel operations especially the front office (front
office) called Yield Management. Yield Management system concept
used as a reference in the sales activities of hotel room order rate
room occupancy increases with the right selling price. Here is a picture
Yield Management process :
Hotel Reservation Section (Reservation Section)

Reservation is a request to obtain

a number of rooms done some time before
through various sources in various ways
reservations to ensure that guests will get
room on arrival or check-in.
The hotel reservation section has an important role against
high low number of hotel room sales. Activities
accepting the reservation is referred to as the sales activity of the room,
where guests who will make room reservations should
get certainty of room availability. Booking
rooms can be done a few days before the guest
come. Here is the operational scope of the reservation section
hotel in general:
1. Receive all room bookings from various sources
and how to order.
2. Implement the process of booking a room including
confirmation of arrival and departure process
guest.
3. Implement the archiving process and save the archive
guest order in alphabetical order and date on
when the order is received.
4. Make an evaluation of the room reservation received
especially for a definite order.
5. Check the situation of the number of rooms and types
unsold and unsold rooms.

1.7 Research Methods

In the preparation of this final task will be used method

data collection as follows:

a. Observation

Observation method is a way of collecting data and information

authors need by means of observation and recording of objects
research directly. Observations are conducted by the authors and
directly involved through the activities of the Job Training (PKL)
for 3 (three) months.

b. Interview Method

Interview method is the way of data collection through process

question and answer directly or indirectly
(with the help of a third party, ie another person who is
conduct interviews) to related sources
problems. Interview interview is a question process
answer between people who are dealing physically. (Hadi, 1973: 14)
 c. Library Studies

That is finding the necessary data based on written evidence

by reading and studying books, brochures and
other sources related to research objects for
complete the data in writing.

1.8 Time and Place of Execution

a. Execution time

The author conducted field work practice for 3 months

commencing from April 1, 2013 until June 31, 2013 on the front
office department precisely in reservation section.
At New Shapir Hotel Yogyakarta, work time for a training in
reservation section is divided into 3 shifts:
1. Morning Shift: 08.00 - 16.00 WIB
2. Middle Shift: 10.00 - 18.00 WIB
3. Afternoon Shift: 12.00 - 20.00 WIB

Schedule that has been specified may change at any time if required.

b. Place of execution

The practice of field work carried out in New Shapir

HotelYogyakarta located at Jl. Laksda Adisucipto No. 38
Yogyakarta.
Phone: 0274 566222
Fax: 0274 - 566218
E-mail: sales@newsaphirhotel.com

1.9 Systematics Writing

As for the drafting systematics that I will use in

the preparation of this Final Project consists of several chapters, including:

a. Chapter I: Introduction
This chapter describes the background of the problem, the formula
problems, research objectives, research benefits, systematics
preparation of reports.
b. Chapter II: Overview
In this chapter we will discuss the general picture of the hotel
including about: history, location and profile of New
Shapir Hotel Yogyakarta.
c. Chapter III: Discussion
This chapter deals with the problem formulation that has been
determined that is: How the role of reservation section in
increase sales of rooms at the New Saphir Hotel
Yogyakarta, what is the reservation section strategy in
increase sales of rooms at the New Saphir Hotel
Yogyakarta, and what are the obstacles faced by the reservation
section in increasing room sales in New Saphir
Hotel Yogyakarta

d. Chapter IV: Conclusions and Suggestions

Discusses the final conclusions of the research results, and

the author will give advice to the manager of the hotel.