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All Journal Journal of Commerce Management and Tourism Studies
Indra Wirawan
Akademi Pariwisata & Perhotelan Darma Agung Medan
Humanities Economics, Econometrics & Finance Social Sciences

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The analysis of the competencies and the services of front office staffs toward the guests satisfaction at wing hotel kualanamu deli serdang Kiki Maulani; Widya Octovia Rini Simanjuntak; Syahrul Syahrul; Indra Wirawan
Journal of Commerce, Management, and Tourism Studies Vol. 5 No. 2 (2026): August 2026
Publisher : YAYASAN MITRA PERSADA NUSANTARA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58881/jcmts.v5i2.516

Abstract

This study aims to analyze the competency level of front office staff at Wing Hotel Kualanamu, analyze the impact of front office competency on guest satisfaction, analyze the impact of front office service quality on guest satisfaction, and analyze the simultaneous impact of front office competency and service quality on guest satisfaction. This study employs a mixed-methods approach with an explanatory sequential design, combining quantitative and qualitative methods. Quantitative data analysis was conducted using the Statistical Package for the Social Sciences (SPSS) software. The sample consisted of 102 individuals, including hotel guests, front office staff, and front office managers/supervisors. Data collection techniques included surveys (via questionnaires), interviews, observation, and documentation. The results indicate that management has comprehensively provided, developed, and internalized Standard Operating Procedures (SOPs) for front office staff, thereby successfully minimizing service variability, enhancing competency, and accelerating complaint resolution at the first point of contact. Front office staff competency was proven to have a positive and significant impact on guest satisfaction; this means that higher and more optimal staff competency leads to a tangible increase in guest satisfaction. Service quality and guest satisfaction share a very strong, positive, and significant correlation; consequently, any effort by the hotel to improve service quality is directly accompanied by an increase in guest satisfaction. The combined (simultaneous) relationship of front office staff competency and service quality with guest satisfaction falls into the "very strong" category.
Co-Authors Kiki Maulani Syahrul Widya Octovia Rini Simanjuntak