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INDIAN GUEST COMPLAINT HANDLING STRATEGY THROUGH LEARN METHOD:: A CASE STUDY AT THE OBEROI BEACH RESORT BALI HOTEL Putu Jasmini; Nyoman Dini Andiani; Putu Indah Rahmawati
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 2 (2025)
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i2.99581

Abstract

The rapid increase of Indian tourists in Bali has challenged star-rated hotels to deliver culturally responsive services. This study investigates how Guest Assistants at The Oberoi Beach Resort Bali manage complaints from Indian guests, who often have unique service expectations such as specific dietary preferences, extended family accommodation, and personalized attention. A qualitative descriptive method was employed, combining direct observation, in-depth interviews with the Front Office team, and analysis of internal hotel documentation. The findings reveal several challenges, including cultural misunderstandings, intense communication styles, and high demands for fast and empathetic service. To address these issues, the hotel implements the LEARN method (Listen, Empathize, Apologize, Resolve, Notify), supported by cultural sensitivity training and coordination across departments. Additionally, the use of the OPERA Cloud system allows for efficient documentation and follow-up on complaints, improving response times and personalized guest experiences. The study shows that integrating emotional intelligence, cultural awareness, and technology enhances service quality. As a result, guest satisfaction and loyalty among Indian tourists significantly improve. The implications of this research suggest that culturally adaptive complaint handling strategies are essential in the competitive hospitality industry of Bali. Ultimately, the LEARN-based approach not only resolves immediate issues but also contributes to long-term guest retention and strengthens the hotel's international reputation.
ANALISIS STRATEGI PENINGKATAN KINERJA PRAMUSAJI MANGO LANGO RESTAURANT HOTEL NEW SUNARI LOVINA BEACH RESORT Bagus Jaya Upadana; AA Ngurah Yudha Martin Mahardika; Putu Indah Rahmawati
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 3 (2025)
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i3.103563

Abstract

This study analyzes strategies to improve the performance of waiters at Mango Lango Restaurant, Hotel New Sunari Lovina Beach Resort, Buleleng, Bali. The research employs a descriptive qualitative method with data collected through interviews, observations, and documentation involving waiters and the restaurant supervisor. The findings reveal several challenges in service delivery, including heavy workloads during peak hours, suboptimal mastery of Standard Operating Procedures (SOPs), and ineffective coordination with the kitchen and cashier. The strategies implemented to enhance performance include regular training and periodic performance evaluations. These strategies have proven effective in improving waiter competence, maintaining service standards, and increasing guest satisfaction. However, further improvements are needed in staffing availability, completeness of dining equipment, and interdepartmental communication to strengthen overall service quality. This study emphasizes the importance of training and evaluation.
Co-Authors A A Ngurah Yudha Martin Mahardika AA Ngurah Yudha Martin Mahardika Abdilah, Lutfi Adhithara, Firman Agung Indra Wiranata Ariska, Saesar Putri Ayu Artawan, Komang Agus Ary Meitriana, Made Awalya Rahmallah Sarija Awan Cs, Agus Jully Bagus Jaya Upadana Berata , Nyoman Candra Berlianto, Christopel Candra, Ni Kadek Dwi Damiati - Desy Cahyani Lari Dewi, Putu Elisia Sukma Dini Anggraeni Sirad Dirgayusa, I Bagus Raka Dwi Purnama, Made Wulan Eka Bayu Purnawati Eka Bayu Purnawati Fajar Yualida Isti Koma Faraudis, Zein Fridayana Yudiaatmaja Fridayana Yudiaatmaja Gede Hendri Ari Susila Gede Rasben Dantes Gede Wirata Gusti Agung Ayu Intan Pradnyani Hepani, Ketut Heryanda, Komang Krisna Houbianbian I Gede Astra Wesnawa I Gede Deni Mahendra I Gusti Agung Nyoman Setiawan I Gusti Ayu Linggayanti I Ketut Sida Arsa I Km Hengki Juni Kurniawan I Komang Amerta Sedana I Komang Didik Setiawan I Luh Meiyana Aris Susanti I Made Gunawan I Made Krisna Surya Dharma I Made Nindya Hutama I Made Satriawan I Nengah Suarmanayasa I Nyoman Laba Jayanta I Nyoman Wijana I Putu Gede Parma I Putu Krisna Yudha I Putu Panca Adi I Putu Suardhana I Wayan Bagia I Wayan Karyasa I Wayan Putra Yasa I Wayan Suwendra I.GN A Sahadewa Jaabir Jaabir Kadek Hendra Negara Putra Kadek Mega Oktaviyani Kadek Sri Handayani Kadek Sukayana Ketut Hepani komang andre wiryawan Komang Endrawan Sumadi Putra Komang Gede Puja Bagiadnyana Komang Krishna Darmawan Komang Krisna Heryanda Komang Krisna Heryanda Komang Sri Pratiwi Komang Widiarini Lu Ying Luh Gede Eka Yanthi Luh Putu Sukawati Luh Putu Triyanti Ariestiana Dewi M. Rudi Irwansyah Made Ade Natashia Made Anik Widyastuti Made Anik Wiryantini Made Aristia Prayudi Made Ary Meitriana Made Hendy Pratama Made Nikko Mahayana Made Wulan Dwi Purnama Mantrawan, I Gusti Ngurah Puja MANUABA, Ida Bagus Ngurah Sidharta MASTIASIH, Made Meitriana, Made Ary Mertasih, Komang Lenni Ni Kadek Dwi Candra Ni Kadek Sinarwati Ni Ketut Oni Widarianti Ni Komang Dharmi Yudhi Utami Ni Luh Febry Sukma Andryani  Ni Luh Manda Wulandari Ni Luh Putu Agustini Karta Ni Luh Wayan Sayang Telagawathi Ni Made Ary Widiastini Ni Made Priartini Ni Made Suci Ni Nengah Kariani Kariani Ni Nyoman Astri Pratiwi Ni Nyoman Yulianthini Ni Putu Gili Padmayoni Ni Wayan Giri Adnyani Nyoman Dini Andiani Nyoman Teja Adiastra Oktaviyani, Kadek Mega Padmayoni, Ni Putu Gili Pande Putu Januraga Pradnyani, Gusti Agung Ayu Intan Pranata, I Kadek Diva Pratiwi, Komang Sri Priartini, Ni Made Purnawati, Eka Bayu Putra, I Gusti Agung Ngurah Surya Putra, I Gusti Lanang Prayura Putu Agus Suma Astawa Putu Budi Juniantari Putu Elisia Sukma Dewi Putu Ermayanti Putu Hendra Enteriadi Putu Jasmini Putu Nata Kusuma Putu Satcitanandadewi Putu Yulianthini Qorina Amalia Ratih Pitaloka, Kadek Ratna Rosalina, Luh Rika Persada Jati Saesar Putri Ayu Ariska Sahadewa, I.GN A Saisarani, Kadek Gita Puspita Santiara, I Made Santihari, Luh Putu Asti Sanusi Mulyadiharja Setiawan, I Komang Didik Stevany Ingrid Marta Mandosir SUGITA, Wayan Sukawati, Luh Putu SUPADMI, Ni Nyoman Sri Telagawati, Ni Luh Wayan Sayang Trianasari Trianasari Trianasari Udayani, Putu Kartika Widiastini , Ni Made Ary Widiastiti, Ketut Widyasanti, Ida Ayu Hita Wirasetia, Putu Andi wiryawan, komang andre Wulandari, Ni Luh Manda Yulia Kusumawardani Yulianthini, Putu Zein Faraudis