PERANAN ROOM ATTENDANT DALAM MEMBERIKAN PELAYANAN PRIMA TERHADAP REPEATER GUEST DI HOTEL 88 EMBONG KENONGO SURABAYA

This research is to describe the service excellent that given by the room attendant to repeater guest in Hotel 88 Embong Kenongo Surabaya. Based on the location of the hotel in the city center, that existed since 5 years ago, in fact many of guests returned to stay in the hotel and be the repeater guest in a business hotel which is relatively new. The purpose of this research is to discover in what role that given by room attendant. The research carried out 35 repeater guests in Hotel 88 Embong Kenongo Surabaya, by distributed questionnaries in which contained some short questions about assessment of guest satisfaction of service by room attendant. The result of this research is a descriptive explaination from the percentage of the value of the satisfaction of excellent service that earned by the researcher. Can be detected, that service excellence by several factors, such as ability, attitude, appearance, attention, action and accountability owned by room attendant, which is 59% from guests say they satisfied. Keywords: room attendant, service excellent, repeater gues