The purposes of this research were (1) to find out the guests satisfaction on front office department service in check-in and check-out at Hotel Pandanaran Semarang, (2) to find out the front office department in handling guest complaint in check-in and check-out at Hotel Pandanaran Semarang (3), to find out the factors that affected guests satisfaction on front office department in check in and check out at Pandanaran Hotel Semarang. This study was a survey method with observation, questionnaires and literature reviews.The sample in this study was 100 guests of Pandanaran Hotel Semarang with incidental sampling. The data analysis techniques used were Importance Performance Analysis (IPA) to determine the level of guests satisfaction and Cartesian Diagram to show the priority of factors that affected the level of guests satisfactions. From the analysis, it could be found that the level of satisfaction is 98.24% the result shows that the level of satisfactions is in the satisfied category; it means that the guests of Pandanaran Hotel satisfied with the performance of front office department.