PENGARUH STRATEGI KOMUNIKASI GUEST RELATIONS OFFICER HOTEL PANGHEGAR BANDUNG TERHADAP TINGKAT KEPUASAANN PELANGGANNYA

Quantitative was type of research, survey method was used as the research method. Questionnaire, interview, and literature studies were used as data collecting technique. This population research includes Panghegar Hotel customer. Accidental sampling was applied to get research sample. Prime tabulation and single tabulation was used as data analyzed, and correlation test used as significant determined.

Result from this research: correlation between content of message with they customer satisfaction level quite strong with value 0,467, correlation between message delivery technique with they customer satisfaction level strong with value 0,544, correlation between media used with they customer satisfaction level strong with value 0,739, correlation between GRO communication strategy with reliability strong with value 0,690, correlation between GRO communication strategy with responsiveness strong with value 0,594, correlation between GRO communication strategy with confidence strong with value 0,664, correlation between GRO communication strategy with empathy strong with value 0,520, correlation between GRO communication strategy with tangible quite strong with value 0,388 and correlation between GRO communication strategy with they customer satisfaction level strong with value 0,720. Using significant-test from Pearson Correlation, H0 ignored, H1 accepted. Result show there is effect between communication strategy of guest relation officer Panghegar Hotel Bandung toward they customer satisfaction level.

The research suggests recommendations for Guest Relation Officer to consider variation of media type adding, such as: audio visual media.