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All Journal E-Journal Home Economic and Tourism ENGINEERING Agrokreatif Jurnal Ilmiah Pengabdian kepada Masyarakat Musawa : Jurnal Studi Gender dan Islam INVOTEK: Jurnal Inovasi Vokasional dan Teknologi International Journal of Educational Dynamics (IJEDS) Journal of Nonformal Education and Community Empowerment Jurnal Pendidikan dan Keluarga Jurnal Kajian Pariwisata dan Bisnis Perhotelan Jurnal Stamina Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) Toba: Journal of Tourism, Hospitality, and Destination Journal of Community Service Jurnal Pendidikan dan Perhotelan Jurnal bintang manajemen Jurnal Pengabdian Masyarakat Olahraga dan Kesehatan Jurnal Ilmiah Dan Karya Mahasiswa Jurnal Kajian Pariwisata dan Perhotelan Journal of Multidimensional Management
Waryono .
Universitas Negeri Padang
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Analisis Loyalitas Kerja Karyawan di UNP Hotel & Convention Center Padang Biaggi Aldhinata; Waryono Waryono
Jurnal Ilmiah Dan Karya Mahasiswa Vol. 2 No. 4 (2024): Agustus : JURNAL ILMIAH DAN KARYA MAHASISWA (JIKMA)
Publisher : Institut Teknologi dan Bisnis (ITB) Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54066/jikma.v2i4.2317

Abstract

This research is motivated by problems that occur regarding employee loyalty at UNP Hotel & Convention Center Padang. The purpose of this study is to analyze employee loyalty as reviewed from the indicators: 1) Obedience or compliance, 2) Responsible, 3) Devotion, and 4) Honesty. This research is descriptive with qualitative data obtained through observation, interview, and documentation techniques, with research informants selected using purposive sampling techniques. After that, the data was analyzed through data reduction, data presentation, conclusion drawing and verification. Overall, the results of the study indicate that the analysis of employee work loyalty at UNP Hotel & Convention Center Padang is reviewed from the indicators: 1) Obedience or compliance, it can be concluded that employees are still not loyal, as evidenced by not complying with applicable regulations 2) Responsible, it can be concluded that employees are already loyal, as evidenced by having done their job desk well, 3) Devotion, it can be concluded that employees are already loyal because they have devoted themselves to the company. 4) Honesty, it can be concluded that employees are already loyal, as evidenced by having done their work honestly.
PENGARUH KEPEMIMPINAN HUMAN RESOURCES MANAGER TERHADAP KEDISIPLINAN KARYAWAN DI HOTEL ROYAL DENAI BUKITTINGGI Waryono; Putra, Syahrial
Jurnal Pendidikan dan Perhotelan (JPP) Vol. 1 No. 1 (2021): JURNAL PENDIDIKAN DAN PERHOTELAN
Publisher : Family Welfare Education

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (270.145 KB) | DOI: 10.21009/jppv1i1.06

Abstract

Abstrak Penelitian bertujuan untuk mengetahui pengaruh kepemimpinan Human Resources Manager terhadap kedisiplinan karyawan di Hotel Royal Denai. Jenis penelitian digolongkan kepada penelitian deskriptif kuantitatif dengan metode asosiatif kausal. Populasi dalam penelitian ini adalah seluruh karyawan operasional yang bekerja di Hotel Royal Denai sebanyak 49 orang dengan menggunakan teknik pengambilan sampel secara jenuh. Teknik pengumpulan data menggunakan kuesioner (angket) dengan skala likert yang telah teruji validitas dan reliabilitasnya. Data dianalisis melalui analisis deskripsi dan uji regresi linier sederhana serta nilai koefisien determinasi dengan bantuan Program Komputer SPSS versi 16.00. Hasil penelitian menunjukan bahwa: Kepemimpinan Human Resources Manager dengan kategori Baik memiliki persentase 77,38% dan Kedisiplinan karyawan dengan kategori Baik memiliki persentase 79.59%. Selanjutnya diperoleh nilai R Square sebesar 0,47 dengan taraf sig. 0,034 < 0,05, maka variabel Kepemimpinan Human Resources Manager dapat menjelaskan variabel Kedisiplinan Karyawan sebesar 47% dan 53% dipengaruhi oleh faktor lain. Kata Kunci: Human Resources Manager, Kedisiplinan, Karyawan Abstract The study aims to determine the influence of the leadership of the Human Resources Manager on employee discipline at Hotel Royal Denai. This type of research is classified into quantitative descriptive research with causative associative methods. The population in this study were all operational employees who worked at the Hotel Royal Denai as many as 49 people using saturated sampling techniques. Data collection techniques using a questionnaire (questionnaire) with a Likert scale that has been tested for validity and reliability too coeficient determinan value. Data were analyzed through description analysis and simple linear regression test with the help of SPSS Computer Program version 16.00. The results showed that: Human Resources Manager leadership with the Good category had a percentage of 77.38% and the discipline of employees with the Good category had a percentage of 79.59%. Furthermore, the R Square value is 0.47 with the level of sig. 0.034 <0.05, the Human Resources Manager Leadership variable can explain the Employee Discipline variables by 47% and 53% influenced by other factors. Keywords: Human Resources Manager, Discipline, Employees
GUEST COMPLAINT HANDLING USING THE LEAPS METHOD AT SELERA RESTAURANT NONGSA POINT MARINA & RESORT BATAM Zainabul Hasna; Waryono
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 5 No. 5 (2025): Multidiciplinary Output Research For Actual and International Issue
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/morfai.v5i5.4359

Abstract

This research is motivated by the importance of effective guest complaint handling in enhancing customer satisfaction and loyalty in the hospitality industry, particularly in Food & Beverage services. The research aims to describe guest complaint handling procedures using the LEAPS method (Listen, Empathize, Apologize, Provide Solution, Satisfy) at Selera Restaurant Nongsa Point Marina & Resort Batam. This research employs a qualitative phenomenological descriptive approach with data collection through participatory observation, in-depth interviews, and documentation study. Informants consisted of F&B Assistant Manager, F&B Supervisor, three waiters/waitresses, and three guests who had filed complaints. Data analysis utilized thematic analysis framework with hybrid deductive-inductive coding approach. Data validity was ensured through source and method triangulation, member checking, and prolonged engagement. Research findings indicate that LEAPS method implementation is conducted systematically through five sequential stages: Listen (active listening), Empathize (empathetic communication), Apologize (sincere apology), Provide Solution (providing alternative solutions), and Satisfy (satisfaction confirmation). The LEAPS method implementation proves effective in enhancing guest satisfaction and restoring trust in hotel services, with complaint resolution rate reaching 92% and guest satisfaction level at 88%.
GUEST COMPLAINT HANDLING USING THE LEAPS METHOD AT SELERA RESTAURANT NONGSA POINT MARINA & RESORT BATAM Zainabul Hasna; Waryono
Multidiciplinary Output Research For Actual and International Issue (MORFAI) Vol. 5 No. 6 (2025): Multidiciplinary Output Research For Actual and International Issue
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/morfai.v5i6.4512

Abstract

This research is motivated by the importance of effective guest complaint handling in enhancing customer satisfaction and loyalty in the hospitality industry, particularly in Food & Beverage services. The research aims to describe guest complaint handling procedures using the LEAPS method (Listen, Empathize, Apologize, Provide Solution, Satisfy) at Selera Restaurant Nongsa Point Marina & Resort Batam. This research employs a qualitative phenomenological descriptive approach with data collection through participatory observation, in-depth interviews, and documentation study. Informants consisted of F&B Assistant Manager, F&B Supervisor, three waiters/waitresses, and three guests who had filed complaints. Data analysis utilized thematic analysis framework with hybrid deductive-inductive coding approach. Data validity was ensured through source and method triangulation, member checking, and prolonged engagement. Research findings indicate that LEAPS method implementation is conducted systematically through five sequential stages: Listen (active listening), Empathize (empathetic communication), Apologize (sincere apology), Provide Solution (providing alternative solutions), and Satisfy (satisfaction confirmation). The LEAPS method implementation proves effective in enhancing guest satisfaction and restoring trust in hotel services, with complaint resolution rate reaching 92% and guest satisfaction level at 88%.
Pengaruh Customer Experience dan Customer Value terhadap Repurchase Intention di The Balcone Suites & Resort Liza Nuryanti; Waryono Waryono
TOBA: Journal of Tourism, Hospitality, and Destination Vol. 4 No. 2 (2025): May 2025
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55123/toba.v4i2.5312

Abstract

This research is motivated by the phenomenon of repurchase intention caused by customer experience and customer value. The purpose of this study is to analyze the influence of customer experience and customer value on repurchase intention at The Balcone Suites & Resort. The research method used in this study is quantitative descriptive research with a causal-associative approach. The population of this study consisted of guests staying at The Balcone Suites & Resort, with a sample size of 120 respondents selected using Purposive sampling techniques. The study instrument used in this study was a questionnaire with a Likert scale. The data obtained were analyzed using SPSS version 26.00 and the results of the analysis are presented in tabular form. The results of this study are: Customer experience is rated 86.5% in the "very good" category, customer Value are rated 85.5% in the "very good" category and repurchase intention is rated 86.3% in the "very good" category. Multiple linear regression tests with T-tests for customer experience and customer value variables have an effect on the repurchase intention variable at The Balcone Suites & Resort. The F-test value of customer experience and customer value variables simultaneously has an effect on the repurchase intention variable at The Balcone Suites & Resort. The adjust R square value of 0,621 means that 62% of the customer experience (X1) and customer value (X2) variables influence repurchase intention variable (Y), while the remaining 38% is influenced by other factors outside this research model. The implementation of the results of this study is that the management of The Balcone Suites & Resort can improve the quality of services and facilities to ensure a positive guest experience, as well as evaluate pricing strategies to increase guest perceived value, thereby encouraging repeat purchase intentions.
Analysis Factors Which Influence Students Make a Visit to Cafe in City Padang Dinda Jumaisha; Waryono
Journal of Multidimensional Management Vol. 2 No. 3 (2025): Journal of Multidimensional Management (JoMM)
Publisher : Pt. Threeple Herphi Educate

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63076/jomm.v2i3.81

Abstract

This research is motivated by the phenomenon of the proliferation of cafes in Padang City, which has led to an increase in the culture of hanging out and visiting cafes among students in Padang City. Cafes no longer provide consumption needs but have become useful social spaces. The purpose of this study is to determine the factors that influence students to visit cafes in Padang City. This study uses a qualitative method with a phenomenological approach. Data were collected through observation, documentation, and interviews. Data analysis techniques in this study include four stages: data collection, data reduction, data presentation, and drawing conclusions. The results of this study indicate that there are cultural, social, personal and psychological factors that influence students in visiting cafes in Padang City. The dominant factors are psychological and social factors because students visit cafes to create emotional comfort and fulfill social interactions.
The Effect of Job Satisfaction on Employee Performance at Daima Hotel Padang Rini Deswita; Waryono
Journal of Multidimensional Management Vol. 2 No. 3 (2025): Journal of Multidimensional Management (JoMM)
Publisher : Pt. Threeple Herphi Educate

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63076/jomm.v2i3.82

Abstract

This study aims to determine the effect of job satisfaction on employee performance at Daima Hotel Padang. The research method used was quantitative research using the causal associative method. The population in this study was all 62 Daima Hotel Padang employees, who were selected as respondents using a saturated sampling technique. Data were collected through questionnaires and analyzed using SPSS version 29.00, using validity and reliability tests, and simple linear regression analysis. The results showed that employee job satisfaction was classified as good, with a score of 84.86%, while employee performance was also classified as good, with a score of 80.87%. Based on the results of the hypothesis test, the t-value was 5.953 with a significance level of 0.001 (<0.05), indicating that job satisfaction has a positive and significant effect on employee performance at Daima Hotel Padang. These results indicate that increased job satisfaction can directly impact employee performance and overall hotel service quality.
Customer Experience Analysis for Students Visiting Cafes in Padang City Pipi Agustina; Waryono
Journal of Multidimensional Management Vol. 2 No. 3 (2025): Journal of Multidimensional Management (JoMM)
Publisher : Pt. Threeple Herphi Educate

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63076/jomm.v2i3.84

Abstract

Cafes have become one of the favorite places for students in Padang. Nowadays, cafes are not just places to eat and drink but have developed into multifunctional spaces. For students, cafes become places to study, discuss, relax, and express themselves. This study aims to analyze the experience of student customers in cafes based on five customer experiences indicators: Sense, Feel, Think, Act, and Related Experience. The method used is qualitative with a phenomenological approach with data collection through interviews, observations, and documentation. The analysis technique in this study includes four stages: data collection, data reduction, data presentation, and drawing conclusions. The results show that Sense Experience is influenced by interior design, cleanliness, and the appearance of employees and visitors. Feel Experience is related to comfort, tranquility, and social interactions that create a relaxed atmosphere. Think Experience arises from a different atmosphere, adequate facilities, and a combination of coffee aroma and music that encourages creative ideas. Act Experience supports learning activities, relaxation, and social interaction, while Relate Experience emphasizes social relationships and identity through cafe facilities, menus, and aesthetics. These findings confirm that comprehensive customer experience management can increase satisfaction, loyalty, and memorability experiences for students
Program Nagari Binaan Pengembangan Desa Wisata Bahari Berkonsep Sport Tourism Di Pantai Jati Desa Tua Pejat Kecamatan Sipora Utara Kabupaten Kepulauan Mentawai Anton Komaini; Waryono; Irvan Oktavianus
JURNAL PENGABDIAN MASYARAKAT OLAHRAGA DAN KESEHATAN (JASO) Vol. 4 No. 1 (2024): Jurnal Pengabdian Masyarakat Olahraga dan Kesehatan
Publisher : DEPARTEMEN KESEHATAN DAN REKREASI UNIVERSITAS NEGERI PADANG

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24036/jaso.v3i2.48

Abstract

Program ini mengangkat peran pariwisata sebagai faktor utama dalam pembangunan Kabupaten Kepulauan Mentawai. Pariwisata tidak hanya memberikan dampak ekonomi melalui sektor perdagangan, akomodasi, dan jasa, tetapi juga merasuki sektor pertanian dan industri. Harapannya, sektor pariwisata dapat menyumbang pada perluasan kesempatan kerja, kesempatan berwirausaha, dan penanggulangan kemiskinan. Kabupaten Kepulauan Mentawai terkenal dengan potensi wisata alamnya yang menarik bagi wisatawan lokal maupun mancanegara. Berdasarkan Surat Direktur Riset dan Pengabdian Masyarakat No. 1801/E3.3/PM/2017, Kabupaten Kepulauan Mentawai masuk dalam Daftar 10 Lokasi Pengembangan Desa Pilot, mendukung program Kemenko PMK dalam pengembangan Kawasan Perdesaan Prioritas Nasional (KPPN). Pulau Mentawai, khususnya Desa Tuapejat, menjadi pusat perhatian dengan gulungan ombaknya yang menarik bagi peselancar. Pulau ini juga memiliki potensi wisata alam seperti pantai, surfing, dan menyelam. Desa Tuapejat, sebagai desa induk, mengalami peningkatan kunjungan wisatawan, salah satunya adalah Pantai Jati. Pantai Jati di Desa Tua pejat menjadi destinasi yang ramai dikunjungi wisatawan. Selain keindahan pantai, wisatawan dapat menikmati pemandangan alam bawah laut (snorkeling) dan menikmati sunset. Namun, terdapat permasalahan di Desa Tua Pejat, antara lain ketidaktersediaan spot diving dan snorkeling yang terkelola baik, rendahnya pengetahuan ibu-ibu tentang pengolahan makanan yang bergizi dan bernilai ekonomis, minimnya tenaga SDM berkeahlian di bidang kepemanduan wisata bahari, dan rendahnya keterampilan dalam pertolongan pertama kasus darurat di air, termasuk CPR.Oleh karena itu, tujuan dari kegiatan ini adalah menciptakan taman wisata snorkeling bawah laut di Pantai Jati Tua Pejat, dengan memastikan ketersediaan tenaga SDM yang kompeten untuk mengelolanya. Metode yang digunakan melibatkan transplantasi karang untuk menyiapkan area snorkeling, penyuluhan, pelatihan, workshop, dan lokakarya, serta pendampingan.Hasil kegiatan mencakup terlaksananya transplantasi karang untuk spot taman terumbu karang yang mendukung wisata bahari snorkeling dan diving. Selain itu, terjadi peningkatan pengetahuan dan keterampilan pemuda dalam kepemanduan fun diving dan snorkeling, serta meningkatnya pemahaman mereka dalam pertolongan medis dasar dan CPR. Melalui kegiatan ini, diharapkan Desa Tuapejat dapat lebih memaksimalkan potensi wisata alamnya dan memberikan manfaat ekonomi serta pengembangan SDM di bidang pariwisata bahari.
Co-Authors Adha, Hari Nandio Aldhinata, Biaggi Amel, Jullei Aprilita Yulan Sari Biaggi Aldhinata Darmadi, Riki Davinky, Ikrar Dinda Jumaisha Emmy Budiartati Febrianti, Riri Febrina, Nini Feri Ferdian FERNANDO, JOAN Ghurfah, Yahdi Al Harmawan, Violintikha Hasonagon, Rotua Ghani Heriyantara, Aditia Hijriyantomi Suyuthie Indrayeni, Wiwik Ira Meirina Chair Irvan Oktavianus Juita, Mentari Danny Juliani Juliani Junaidi, Novrial Kasmita Kasmita Komaini, Anton Kumalasari, Diah Oktryanti Kurniawan, Teddy Lagiyono . Layli, Rahmi Liliek Desmawati Liza Nuryanti M. Ilham Ma’rufah, Utami Marvidola, Triska Mega Pratiwi Morito, Dede Naserd, Yolanda Febriani Pasaribu, Pasaribu Pipi Agustina Pratama, Randy Putra, Fiko Nanda Putra, Syahrial Putri, Junita Sartika Putri, Mairihda Putri, Novia Sri Rafi, Zeranita Ramadhan, Rexa Priyatna W Ramadhani, Fredi Renato, Valdo Restia Audina Rini Deswita Setiawati, Desi Eka Silfeni Silfeni Siswiyanti, Siswiyanti Surenda, Rian Tambuanan, Novia Kristina Tanjung, Nora Cetisia Trisna Putra Tusadiah, Halimah Tuti Utari Utami, Nidya Lovitha WIJAYA, ALI Wirnelis Syarif Wulandari, Kiki Rilia Youmil Abrian Youmil, Youmil Yuki Fitria Yuliana Yuliana Yusra, Widya Zainabul Hasna Zainabul Hasna Zelmiati, Zelmiati