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All Journal Toba: Journal of Tourism, Hospitality, and Destination Jurnal Pengabdian Inovasi Sosial Ekonomi
Aldi Julianto
Sekolah Tinggi Pariwisata Riau
Social Sciences

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Peranan Guest Relation Officer dalam Meningkatkan Kepuasan Tamu di Hotel Grand Elite Pekanbaru Sri Febdarina; Aldi Julianto; Maryantina Maryantina; Lisa Lestari; Asur Suryana
TOBA: Journal of Tourism, Hospitality, and Destination Vol. 4 No. 4 (2025): November 2025
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55123/toba.v4i4.6813

Abstract

Service quality is a key factor that determines guest satisfaction and loyalty in the hospitality industry. Guest Relations Officers (GROs) play an important role as liaisons between guests and hotel management, especially in creating personalized and memorable stays. This study aims to analyze the role of GRO in improving guest satisfaction at the Grand Elite Hotel in Pekanbaru. The research method used is descriptive with a mixed methods approach, namely qualitative through observation and in-depth interviews with the Front Office Manager and GRO staff, and quantitative through the distribution of questionnaires to 95 hotel guests.This study was conducted at the Grand Elite Hotel in Pekanbaru from February to May 2023. Service analysis was carried out based on the five dimensions of SERVQUAL service quality, namely reliability, responsiveness, assurance, empathy, and tangibles. The results showed that GRO service quality was in the “good” category with an average score of 4.03, while guest satisfaction reached 4.14. The tangibles dimension received the highest score, while responsiveness received the lowest score due to limited staff numbers and overlapping duties between GRO and receptionists. These findings highlight the importance of increasing the number and competence of GRO staff so that service can be provided optimally and consistently. It is recommended that hotel management restructure the Front Office and provide ongoing training for GRO staff to strengthen guest satisfaction and loyalty on an ongoing basis.
Enhancing Fashion Design Skills for Children with Disabilities as a Form of Independence and Creativity Fikih Nugraha El-Islamy; Aldi Julianto; Divano Anugrah
Jurnal Pengabdian Inovasi Sosial Ekonomi Vol. 1 No. 01 (2024): September 2024
Publisher : Jurnal Pengabdian Inovasi Sosial Ekonomi

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Abstract

This community service activity aims to enhance fashion design skills among children with disabilities, focusing on the development of independence, creativity, and self-confidence. The program was designed using an inclusive approach involving intensive training over three months at the SLB Negeri Medan. The training covered techniques such as pattern drawing, the use of design tools, fabric coloring, and an introduction to simple garment production processes. A total of 8 children with disabilities participated in this activity. The results showed significant improvements in participants' technical skills, creativity in producing designs, and confidence in expressing themselves through their work. Additionally, the program had a positive social impact, such as increased engagement of participants within the local community. With the outcomes achieved, this initiative is expected to serve as a model for empowering children with disabilities in other areas to support their independence and social integration.
Co-Authors Asur Suryana Divano Anugrah Fikih Nugraha El-Islamy Lisa Lestari Maryantina Maryantina Sri Febdarina