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All Journal Jurnal Manajemen Pariwisata dan Perhotelan
Romli Iswahyudi
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Decision Sciences, Operations Research & Management

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Strategi Hotel Manager dalam Meningkatkan Excellent Service terhadap Kepuasan Tamu di Nata Azana Hotel Solo Romli Iswahyudi; Emmelia Nadira Satiti; Suparwi Suparwi
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.v4i3.6707

Abstract

The increasingly competitive hotel industry requires hotels to deliver excellent service to enhance guest satisfaction. Hotel Manager’s strategies for improving excellent service, describe its implementation, and examine its impact on guest satisfaction at Nata Azana Hotel Solo. This study employed a qualitative approach using a descriptive method. The findings indicate that the Hotel Manager implements the management functions of Planning, Organizing, Actuating, and Controlling (POAC), supported by standard operating procedures, employee training, interdepartmental coordination, regular briefings, performance evaluations, and service quality supervision. The implementation of excellent service fulfills the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy, as reflected in facility quality, service accuracy, prompt responses, professionalism, and employees’ concern for guests' needs. These strategies have positively influenced guest satisfaction, as evidenced by increased guest loyalty, repeat visits, and positive reviews on digital platforms. Therefore, the effective implementation of management functions plays a significant role in improving service quality and guest satisfaction at Nata Azana Hotel Solo.
Co-Authors Emmelia Nadira Satiti Suparwi Suparwi