PENANGANAN KELUHAN MASYARAKAT PENGGUNA JASA HOTEL ON INN GUESTHOUSE DI WONASA TENGA KARAME MANADO

Abstract

Abstrack
Handling Public complaints in need, because every complaint that is given very regure from certains
parties. Similarly in the hotel on in as a place to rest the hotel must be able to deal with any complaints and
should be able to handle it rather bay way of giving ecordingly capable of real action.The handling of
complaints from the users of hotel on in service has been running quite well. Although there are few
constraints coming from the users but the hotel on in has been able to show the quality to give value more
than the community therefore. This study will answer the question, how the procedure of handling the users
community complaints service hotel on in guesthouse in Wonasa Tenga Karame Manado? In this research
is limited by some elements Grievance handling according to Garton (2005) that it. Commitment,
Accessibility Responsive, Transparency and Responsible. The research user descriptive skin method
through interview of 10 informants and tracing of additorial documents in the from of a list of interview
guides recording and writing tools. The results of this study indicate that the handling of complaints public
service hotel on in users are running pretty well.