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All Journal ProBisnis : Jurnal Manajemen
Joko Suparno Widiyanto
Sekolah Tingi Pariwisata AMPTA, Yogyakarta, Indonesia
Humanities Computer Science & IT Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

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Dinamika Kepemimpinan Adaptif-Integratif dalam Mewujudkan Pelayanan Prima General Manager Royal Hotel & Villa Batu Joko Suparno Widiyanto; Amin Tohari; Nikasius Jonet Sinangjoyo
ProBisnis : Jurnal Manajemen Vol. 17 No. 4 (2026): August: Management Science
Publisher : Lembaga Riset, Publikasi dan Konsultasi JONHARIONO

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Abstract

This research investigates how the leadership styles of General Managers at Royal Hotel & Villa Batu evolved between 2009 and 2025, alongside their effects on service excellence. Utilizing a qualitative case study methodology, data was gathered via interviews, field observations, and reviews of documents and financial records from current management and staff. Thematic analysis revealed a three-stage evolution in leadership: a transformational-structural approach focusing on discipline and standard operating procedures (2009–2017); a democratic-transformational phase emphasizing communication and coaching (2018–2022); and an adaptive-situational style prioritizing swift action and personalized service (2023–2025). Ultimately, the study concludes that an adaptive-integrative leadership model, blending assertiveness, clear communication, empathy, and rapid responsiveness is the most effective approach for fulfilling guest needs.
Co-Authors Amin Tohari Nikasius Jonet Sinangjoyo