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All Journal Tamasya Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan Jurnal Manajemen Pariwisata dan Perhotelan Jurnal Teknologi Pangan dan Ilmu Pertanian
Darmaesti Darmaesti
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Agriculture, Biological Sciences & Forestry Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Strategi Operasional Departemen Housekeeping dalam Mempertahankan Kepuasan Tamu pada Kondisi High Occupancy (Hotel Neo Malioboro Yogyakarta) Sunarno Sunarno; Kris Cahyani Ermawati; Darmaesti Darmaesti
Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan Vol. 5 No. 3 (2026): Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jempper.v5i3.7781

Abstract

Increasing occupancy is an operational challenge that can affect the quality of hotel services, especially in the Housekeeping Department which is responsible for cleanliness, comfort, and room readiness. This study aims to analyze the operational strategy of the Housekeeping Department in maintaining guest satisfaction in high occupancy conditions at the NEO Malioboro Hotel Yogyakarta, identify operational obstacles, and efforts to handle them. The research uses a descriptive qualitative approach with data collection techniques in the form of observation, in-depth interviews, documentation, and literature studies. The informants were selected purposively, consisting of Executive Housekeeper, Housekeeping Supervisor, Room Attendant, and Front Office staff. Data analysis uses the Miles, Huberman, and Saldaña models through data reduction, data presentation, and conclusion drawn, while data validity is tested by triangulation of sources and techniques. The research produced a Housekeeping operational strategy model that integrates five main strategies, including adjusting work schedules based on occupancy levels, determining room cleaning priorities, implementing standard operating procedures through room cleaning sequences, coordination with the Front Office, and continuous quality control in Indonesian mid-scale hotels during high occupancy. Obstacles in the form of increased workload, limited room preparation time, and potential for service quality degradation are overcome through strengthening internal communication, increasing operational supervision, and responding quickly to guest needs. The results of the study show that the strategy is able to maintain the quality of service and guest satisfaction during high occupancy conditions.
Pengembangan Agro Eduwisata melalui Inovasi Paket di Agrowisata Jambu Merah (Puja) Kecamatan Ngargoyoso Kabupaten Karanganyar Kusumasari Dwi Pertiwi; Emmelia Nadira Satiti; Darmaesti Darmaesti
Tamasya : Jurnal Pariwisata Indonesia Vol. 3 No. 3 (2026): September : Tamasya : Jurnal Pariwisata Indonesia
Publisher : Asosiasi Peneliti Dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62383/tamasya.v3i3.1211

Abstract

This research aims to analyze the development of agro-edutourism package innovations as an educational tourism segment and identify supporting and inhibiting factors in the management of Guava Merah Agrotourism (PUJA). This study uses a qualitative descriptive approach conducted at Guava Merah Agrotourism (PUJA), Ngargoyoso District, Karanganyar Regency. Data were obtained through observations, in-depth interviews with managers, local communities, and visitors, as well as documentation. Data validity was tested through source, method, and researcher triangulation. Data analysis included data reduction, data presentation, and conclusion drawing. The results show that Guava Merah Agrotourism (PUJA) has developed seven agro-edutourism packages: Earth, Tunas, Sari, Harvest, Creation, Preneur, and Sustainable Packages. Each package integrates cultivation, product processing, entrepreneurship, and agricultural waste management to provide interactive learning experiences, particularly for students. Supporting factors include attractive natural potential, guava commodities, community support, and visitor enthusiasm. Inhibiting factors include limited facilities, weather-dependent open areas, limited human resources, and suboptimal promotion and visit management. These innovations increase destination value by integrating education, recreation, and direct field experiences while diversifying activities and strengthening PUJA’s competitiveness as an agriculture-based educational tourism destination.
Analisis Pengalaman Wisatawan Mengenai Pelayanan Wisata oleh Masyarakat Lokal di Bazar Mandalika, Kuta Lombok Zaenul Aly Hudatullah; Darmaesti Darmaesti; Elizabeth Sagala
Tamasya : Jurnal Pariwisata Indonesia Vol. 3 No. 3 (2026): September : Tamasya : Jurnal Pariwisata Indonesia
Publisher : Asosiasi Peneliti Dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62383/tamasya.v3i3.1219

Abstract

This study aims to analyze tourists’ experiences regarding tourism services provided by the local community at the Mandalika Bazaar in Kuta, Lombok, and identify the factors shaping these experiences. A qualitative descriptive method was employed. Data were collected through observation, in-depth interviews, and documentation involving tourists as primary informants, with management and MSME operators as supporting informants. Data were analyzed through data reduction, presentation, and conclusion drawing, while validity was verified through triangulation. The results show that tourist experiences at the Mandalika Bazaar are primarily shaped by the quality of interactions between tourists and the local community. Tourists perceived local residents as friendly and communicative, without feeling pressured during transactions, creating a welcoming atmosphere. Interactions extended beyond buying and selling to discussions about local culture, signature Lombok products, and tourism recommendations, fostering a more authentic experience. Tourists also considered the bazaar relatively clean, safe, and well-organized, with adequate supporting facilities. Satisfaction resulted from services meeting expectations, particularly friendliness, service speed, accessible information, and product variety. However, challenges included limited foreign language proficiency among some MSME operators, inadequate information signage, and inconsistent kiosk operations. Overall, interpersonal relationships, communication, comfort, and service quality are key factors influencing positive tourist experiences and satisfaction.
Peran Pelaksanaan General Staff Meeting terhadap Kepuasan Karyawan di Swiss-Belhotel Solo Linggar Ayu Syahrani; Darmaesti Darmaesti; Arinta Destri Larasati
Tamasya : Jurnal Pariwisata Indonesia Vol. 3 No. 3 (2026): September : Tamasya : Jurnal Pariwisata Indonesia
Publisher : Asosiasi Peneliti Dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62383/tamasya.v3i3.1247

Abstract

Employee satisfaction is an important factor influencing employee loyalty and service quality in the hospitality industry. To enhance employee satisfaction, Swiss-Belhotel Solo organizes the General Staff Meeting (GSM) as a human resource management program that serves as a platform for communication, performance evaluation, employee recognition, and relationship building. This study aims to analyze the role of the General Staff Meeting in employee satisfaction at Swiss-Belhotel Solo. This research employed a qualitative descriptive approach. Data were collected through in-depth interviews, observation, and documentation. The informants consisted of representatives from the Human Resources Department (HRD) and employees from various departments who participated in the General Staff Meeting program. Data were analyzed using the interactive model of Miles, Huberman, and Saldaña, including data condensation, data display, and conclusion drawing. The validity of the findings was ensured through source triangulation. The results show that the General Staff Meeting contributes to employee satisfaction by providing transparent information, recognizing outstanding employees through appreciation programs, and strengthening relationships among departments. The program also reduces work fatigue through recreational activities and fosters employees' sense of belonging to the organization. It can be concluded that the General Staff Meeting plays a positive role in improving employee satisfaction at Swiss-Belhotel Solo. Therefore, the hotel is encouraged to maintain and further develop the program by providing more diverse, educational, and employee-oriented activities.
Pemanfaatan Tepung Tulang Ikan Tuna dengan Penambahan Kacang Tolo Sebagai Sumber Kalsium pada Pembuatan Snackbar Dio Rendra Mahesa; Darmaesti Darmaesti; Salam Setiyawan
Jurnal Teknologi Pangan dan Ilmu Pertanian Vol. 4 No. 3 (2026): September: Jurnal Teknologi Pangan dan Ilmu Pertanian
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59581/jtpip-widyakarya.v4i3.6806

Abstract

This study aimed to determine the production process for tuna bone flour, assess panelist preference levels for Snack Bars containing black-eyed peas, and identify the most preferred formulation. An experimental method was employed using three formulations: Sample A (70% tuna bone flour : 30% black-eyed peas), Sample B (60% : 40%), and Sample C (50% : 50%). A 1-to-7 hedonic scale was used for evaluation by 30 panelists based on color, aroma, taste, texture, and overall impression. The results indicated that the tuna bone flour production process involved washing, boiling, drying, grinding, and sieving stages. Sensory test results showed that Sample A achieved the highest average scores across all attributes: color (6.00), aroma (5.33), taste (6.07), texture (5.83), and overall impression (6.00). Frequency evaluation also indicated that Sample A was the most preferred by panelists, with an overall positive acceptance rate of 76.67%. Therefore, Sample A represents the optimal formulation and holds potential for development as a Snack Bar utilizing tuna bone waste and local ingredients, offering a practical, nutritious, and value-added food alternative.
Strategi Atraksi Wisata Ke’te Kesu’ dalam Memajukan Destinasi Wisata di Tana Toraja Sulawesi Selatan Julianti Yeyen Saputri; Darmaesti Darmaesti; Made Prasta Yostitia
Jurnal Manajemen Pariwisata dan Perhotelan Vol. 4 No. 3 (2026): Agustus Jurnal Manajemen Pariwisata dan Perhotelan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59581/jmpp-widyakarya.v4i3.6808

Abstract

Ke’te Kesu’ is one of the cultural tourism destinations in Tana Toraja, South Sulawesi, featuring various attractions, including Tongkonan traditional houses, Alang traditional rice barns, stone burial sites, Tau-Tau statues, traditional wood carvings, handicrafts, and traditional ceremonies such as Rambu’ Solo’ and Rambu’ Tuka’. The authenticity of Torajan culture is the main attraction of Ke’te Kesu’. However, its development still faces several weaknesses, including limited digital promotion, tourism information, cultural interpretation facilities, and the dependence of local traders income on tourist visits. This study aims to identify the condition and potential of tourism attractions at Ke’te Kesu’ and analyze management and development strategies for advancing the destination. This research employed a qualitative descriptive approach. Data were collected through observation, interviews, and documentation. The results show that Ke’te Kesu’ tourism attractions remain well preserved and have significant potential based on cultural authenticity, diverse cultural heritage, community life, traditional handicrafts, and natural landscapes. The proposed development strategies include optimizing digital promotion, developing cultural and educational tourism packages, improving facilities and cultural interpretation, enhancing service quality, strengthening cooperation among stakeholders, and involving younger generations in cultural preservation. These strategies are expected to increase the attractiveness and competitiveness of Ke’te Kesu’, improve visitor experiences, and support the long-term sustainability of the destination.
Analisis Penanganan Guest Complaint Terkait Kebersihan Kamar oleh Receptionist Berdasarkan Learn Model (Amaris Hotel Sunset Road Bali) Nur Ainunfalah Watawalana; Darmaesti Darmaesti; Sugiman Sugiman
Jurnal Manajemen Pariwisata dan Perhotelan Vol. 4 No. 3 (2026): Agustus Jurnal Manajemen Pariwisata dan Perhotelan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59581/jmpp-widyakarya.v4i3.6841

Abstract

This study aims to analyze the handling of guest complaints related to room cleanliness by receptionists at Amaris Hotel Sunset Road Bali based on the LEARN Model, consisting of five stages: Listen, Empathize, Apologize, React, and Notify. The study was conducted due to the continued occurrence of guest complaints regarding room cleanliness and room conditions reported through Online Travel Agent (OTA) platforms and Front Office Logbooks, reflecting a gap between guest expectations and service performance. This research employed a descriptive qualitative method with data collected through observation, interviews, documentation, and literature review. The informants included three receptionists, one Front Office Supervisor, one Housekeeping Supervisor, one Housekeeping staff member, and one guest. Data validity was ensured through source triangulation, technique triangulation, and member checking, while data analysis involved condensation, display, and conclusion verification. The findings indicate that receptionists act as communicators, coordinators, facilitators, and liaisons in the complaint-handling process. The implementation of the LEARN Model supports systematic service recovery through listening, showing empathy, apologizing, taking corrective actions, and conducting follow-ups. However, challenges remain, including limited internal communication facilities and the absence of a specific Standard Operating Procedure (SOP) for room cleanliness. Strengthening coordination, developing SOPs, and conducting regular complaint evaluations are recommended to improve service quality.
Co-Authors Arinta Destri Larasati Dio Rendra Mahesa Elizabeth Sagala Emmelia Nadira Satiti Julianti Yeyen Saputri Kris Cahyani Ermawati Kusumasari Dwi Pertiwi Linggar Ayu Syahrani Made Prasta Yostitia Nur Ainunfalah Watawalana Salam Setiyawan Sugiman Sugiman Sunarno Sunarno Zaenul Aly Hudatullah