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All Journal Jurnal Sains Teknologi dan Sistem Informasi Mabha Jurnal
Vitri Wulan Dhary
Akademi Pariwisata Mandala Bhakti
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences

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ANALISIS PERAN STAFF FRONT OFFICE DALAM MENCIPTAKAN KESAN PERTAMA TAMU Vitri Wulan Dhary; Marthania Wardani; Wahyu Cahyo Nur Rohmat; Wahyu Ari Indriastuti
Mabha Jurnal Vol 7 No 1 (2026): Mei 2026
Publisher : Akparta Mandala Bhakti Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70018/mb.v7i1.120

Abstract

Front Office merupakan bagian penting dalam oprasional hotel yang berperan sebagai garda terdepan dalam memberikan pelayanan kepada tamu serta membentuk Kesan pertama terhadap kualitas layanan hotel. Penelitian ini bertujuan untuk memahami peran dan kinerja karyawan Departemen Front office dalam membentuk persepsi tamu terhadap profesionalitas Solo Grand City Hotel. Penelitian ini difokuskan pada kualitas pelayanan, sikap kerja serta kemampuan komunikasi karyawan dalam berinteraksi dengan tamu dalam lingkup pelayanan perhotelan. Pendekatan kualitatif digunakan dalam penelitian ini melalui observasi partisifatif wawancara mendalam yang dilakukan terhadap dua narasumber yaitu manager dan karyawan Front Office. Data dianalisis melalui tahapan pengumpulan data wawancara, penyajian data, dan Kesimpulan. Hasil penelitian menunjukan bahwa kinerja Front Office yang responsive, ramah, dan komunikatif menjadi faktor utama dalam membentuk Kesan profesional tamu. Pelayanan yang cepat dan tepat serta kemampuan dalam menangani keluhan tamu turut memperkuat presepsi positif terhadap kualitas layanan dan citra Solo Grand City Hotel. Sebaliknya, pelayanan yang kurang maksimal dapat menurunkan Tingkat kepuasan dan kepercayaan tamu terhadap profesionalitas hotel secara keseluruhan.  
Penerapan Sistem Informasi Bagi Kelancaran Operasional Departemen Front Office Loji Hotel Solo Vitri Wulan Dhary; Anggun Oktaviani; Wahyu Cahyo Nur Rohmat; Yohanes Martono Widagdo
SATESI: Jurnal Sains Teknologi dan Sistem Informasi Vol. 6 No. 2 (2026): Oktober 2026
Publisher : Yayasan Pendidikan Penelitian Pengabdian ALGERO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54259/satesi.v6i2.9123

Abstract

The development of information technology has driven significant changes in hotel operations, particularly in the Front Office Department, which serves as the main point of guest service. The implementation of an integrated information system connecting the Front Office Department with other hotel departments, such as Housekeeping, Accounting, and Reservation, has improved service effectiveness through reservation processes, check-in, check-out, guest data management, and the preparation of integrated operational reports. This study aims to analyze the implementation of an integrated information system between the Front Office Department and other hotel departments at Loji Hotel, as well as its contribution to supporting the operational performance of the Front Office Department. This research employed a descriptive qualitative approach, with data collected through interviews. The findings indicate that the implementation of an integrated information system facilitates reservation processes, accelerates check-in and check-out services, improves the accuracy of guest data records, and enhances the exchange of operational information between the Front Office Department and other departments, including Housekeeping, Accounting, and Food and Beverage, resulting in more effective and efficient guest services. In addition to improving employees' work efficiency, the information system also supports faster, more accurate, and higher-quality services, thereby increasing guest satisfaction. Therefore, the implementation of an integrated information system plays an important role in supporting the operational performance of the Front Office Department at Loji Hotel.
Co-Authors Anggun Oktaviani Marthania Wardani Wahyu Ari Indriastuti Wahyu Cahyo Nur Rohmat Yohanes Martono Widagdo