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All Journal Ganaya: Jurnal Ilmu Sosial dan Humaniora Journal of Gastro Tourism (JOGASTO) Mabha Jurnal Nusantara : Jurnal Ilmiah Pariwisata dan Perhotelan
Fera Dhian Anggraini
Akademi Pariwisata Dharma Nusantara Sakti
Religion Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Social Sciences Other

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Eksplorasi Peran Front Office dalam Menciptakan Kepuasan dan Loyalitas Tamu di Hotel The Manohara Yogyakarta Fera Dhian Anggraini; Fendi Kurniawan
JURNAL NUSANTARA Vol 8 No 2 (2025): Edisi 16 Sep 2025
Publisher : AKPARDA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63986/nsn.v8i2.122

Abstract

The hospitality industry positions the Front Office department as the frontline of service that interacts directly with all guests. This study aims to explore the role of the Front Office in creating guest satisfaction and loyalty at The Manohara Hotel Yogyakarta using a qualitative case study approach. Data were collected through in-depth interviews, observations, and documentation, and were analyzed through data reduction, data display, and conclusion drawing. The results indicate that the role of the Front Office department is highly complex, encompassing administrative responsibilities, interpersonal communication, empathy, complaint handling, and service personalization. Responsive and professional interactions significantly contribute to the formation of guest satisfaction, which in turn impacts loyalty, as reflected in revisit intentions and positive recommendations.
Keamanan dan Kenyamanan Wisatawan dalam Pengelolaan Risiko di Kawasan Wisata Religi Sam Poo Kong Desika Nur Jannah; Sugiarto Sugiarto; Amin Kiswantoro; Fera Dhian Anggraini
Ganaya : Jurnal Ilmu Sosial dan Humaniora Vol 9 No 1 (2026)
Publisher : Jayapangus Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37329/ganaya.v9i1.5129

Abstract

Sam Poo Kong Religious Tourism Area in Semarang City is a spiritual and cultural tourism destination with a relatively high number of visitors, thereby requiring effective operational risk management to ensure tourists’ safety and comfort. In the context of religious tourism, safety and comfort are not limited to physical protection, but also encompass psychological and emotional experiences that shape a sense of tranquility, security, and inner balance among visitors. This study aims to analyze tourists’ safety and comfort in the implementation of operational risk management at the Sam Poo Kong Religious Tourism Area. A qualitative research approach was employed using in-depth interviews with tourists and site managers, complemented by participatory observation. Data were analyzed through data reduction, thematic categorization, and interpretative analysis. The findings reveal two main aspects. First, informative, responsive, and humanistic public services and communication play a crucial role in building tourists’ trust and perceptions of safety and comfort. Second, environmental spirituality, manifested through a sacred atmosphere, religious symbols, and cultural values, contributes significantly to visitors’ emotional security and psychological comfort. The novelty of this study lies in emphasizing that operational risk management in religious tourism destinations should not be confined to technical aspects alone, but must be integrated with service quality, public communication, and environmental spirituality as a comprehensive risk management strategy.
A phenomenological study of nightclub visitor lifestyles and their role in shaping urban night tourism in yogyakarta Fera Dhian Anggraini; Azis Fitri Profita Aznam; Winda Rosita Dewi
Journal of Gastro Tourism Vol. 4 No. 1 (2026): February 2026
Publisher : Surya Hijau Manfaat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52465/jogasto.v4i1.658

Abstract

This study aims to identify the lifestyle patterns of nightclub visitors based on observational data and in-depth interviews with 25 participants at prominent nightclubs in Yogyakarta. The research employed a qualitative approach with a phenomenological design and was analyzed using NVivo software. The findings reveal three dominant themes in the lifestyle of nightclub visitors in Yogyakarta: culture and norms, hedonism, and representation and self-validation. A distinctive finding shows that visitors actively negotiate between pleasure-seeking behavior and strong local socio-cultural expectations. As a city widely recognized as a student and cultural center, Yogyakarta’s nightlife reflects a pattern of self regulation in which visitors seek enjoyment while maintaining social respectability. These findings provide empirically grounded insights into the unique characteristics of Yogyakarta’s urban night tourism and offer references for developing more adaptive, culturally sensitive, and safe nightlife management strategies.
DINAMIKA KOMUNIKASI FOOD AND BEVERAGE SERVICE DAN KITCHEN DALAM MENINGKATKAN PELAYANAN HOTEL GRAND DIAMOND YOGYAKARTA Azis Fitri Profita Aznam; Noer Ayufika Nulul; Fera Dhian Anggraini
Mabha Jurnal Vol 6 No 1 (2025): Mei 2025
Publisher : Akparta Mandala Bhakti Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70018/mb.v6i1.94

Abstract

Food and Beverage Service dan Kitchen merupakan dua bagian dalam industri perhotelan yang saling berkaitan karena berpengaruh kuat terhadap kualitas pelayanan. Penelitian ini memiliki tujuan untuk memahami dinamika komunikasi yang terjadi antara Food and Beverage Service dan Kitchen di Hotel Grand Diamond Yogyakarta dalam upayanya untuk meningkatkan kualitas pelayanan. Metode penelitian yang digunakan adalah kualitatif dengan pendekatan studi kasus. Data dikumpulkan melalui observasi langsung dan wawancara dengan staf dari bagian Food and Beverage Service dan Kitchen yang berjumlah empat orang. Penelitian ini menghasilkan temuan bahwa dinamika komunikasi antara Food and Beverage Service dan Kitchen di Hotel Grand Diamond Yogyakarta dipengaruhi oleh dua faktor yaitu penggunaan teknologi komunikasi dan persepsi individu terhadap peran masing-masing bagian yang berpengaruh pada peningkatan kualitas pelayanan. Penelitian ini berkontribusi untuk memberikan pemahaman mendalam mengenai kompleksitas dinamika komunikasi interbagian dalam industri perhotelan, khususnya bagian Food and Beverage Service dan Kitchen yang merupakan dua bagian penting dalam operasional hotel. Implikasi praktis penelitian ini dapat digunakan oleh Hotel Grand Diamond Yogyakarta untuk mengidentifikasi perbaikan praktik komunikasi yang dapat meningkatkan kualitas pelayanan secara keseluruhan.
KUNCI KEBERSIHAN: PENGALAMAN TAMU DI AREA PUBLIK HOTEL ROS IN YOGYAKARTA Dwi Endaryanti; Ade Riawan; Fera Dhian Anggraini
Mabha Jurnal Vol 6 No 1 (2025): Mei 2025
Publisher : Akparta Mandala Bhakti Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70018/mb.v6i1.95

Abstract

Kebersihan area publik merupakan salah satu kunci untuk menciptakan pengalaman tamu di Hotel. Tujuan dari penelitian ini adalah untuk menganalisis kebersihan area publik di Hotel Ros In Yogyakarta dalam menciptakan pengalaman positif tamu. Metode penelitian yang digunakan adalah metode deskriptif kualitatif untuk menjelaskan pengalaman positif yang diperoleh tamu terhadap kebersihan area publik Hotel Ros In Yogyakarta. Data penelitian dikumpulkan dengan wawancara mendalam kepada empat tamu yang menginap di Hotel Ros In dalam waktu tiga bulan terakhir yaitu Februari hingga Maret 2025. Penelitian ini juga melakukan observasi langsung selama tiga bulan di tiga area publik Hotel Ros In Yogyakarta yaitu lobi, restoran, dan meeting room. Berdasarkan hasil wawancara dan observasi ditemukan bahwa kebersihan di tiga area publik Hotel Ros In Yogyakarta sangat berperan dalam membentuk pengalaman positif tamu. Empat tamu yang merasakan kebersihan optimal area publik Hotel Ros In Yogyakarta cenderung memberikan penilaian positif terhadap keseluruhan pengalaman menginapnya. Hasil observasi juga memperlihatkan adanya kebersihan yang terjaga dengan baik di tiga area publik Hotel Ros In Yogyakarta. Implikasi praktis dari penelitian ini adalah manajemen hotel harus selalu menjaga kebersihan area publik hotel secara konsisten untuk menciptakan citra hotel melalui pengalaman positif tamu selama menginap.
Co-Authors Ade Riawan Amin Kiswantoro Azis Fitri Profita Aznam Desika Nur Jannah Dwi Endaryanti Fendi Kurniawan Noer Ayufika Nulul Sugiarto Sugiarto Winda Rosita Dewi