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Wijanarko, Sony
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Social Sciences

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MODEL PENGEMBANGAN PAKET TRAINING BAGI KARYAWAN PENYEDIA JASA AKOMODASI DI KABUPATEN MOROWALI UTARA PROVINSI SULAWESI TENGAH Lagarense, Bet El; Wijanarko, Sony; Maukeno, Dinda A. N.
Jurnal Hospitaliti Vol. 2 No. 02 (2023): Jurnal Hospitaliti
Publisher : UPT Penelitian Sekolah Tinggi Ilmu Pariwisata Manado

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Hotels are one of the main destinations for guests not only because of the management used but the service strategy for guests is very important, namely how to impress customers with the service provided by employees. The question for us is whether it is true that the level of customer comfort and satisfaction is determined by hotel class? That the higher the class of the hotel, the more satisfied customers are? The question above can be said to be correct and it can also be said to be wrong, because it can be said that one of the factors that plays the most role in customer satisfaction and comfort is the service they receive when using hotel facilities, so in this case it can be said that the completeness of hotel facilities and service support provided The goodwill of the employees will have a good impact on customer satisfaction and the image of the hotel itself in the eyes of customers. In North Morowali Regency itself there are several inns, hotels and motels which are still lacking in terms of service.
PENGARUH KUALITAS PELAYANAN DAN FASILITAS TERHADAP KEPUASAN TAMU DI MANADO QUALITY HOTEL Wijanarko, Sony; Lieke, Johny; Makakombo, Esterlita
Jurnal Hospitaliti Vol. 2 No. 02 (2023): Jurnal Hospitaliti
Publisher : UPT Penelitian Sekolah Tinggi Ilmu Pariwisata Manado

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This study aims to find out how the Effect of Service Quality and Facilities on Guest Satisfaction at Manado Quality Hotel. The research method used is quantitative method, with multiple linear regression data analysis techniques. The population in this study were hotel guests, with a sample of 30 guests at Manado Quality Hotel. The results of the study proved that the Quality of Service and Facilities had a positive and significant effect on Guest Satisfaction with a regression coefficient value of 3,225 and a significance of . This shows that the higher the Quality of Employee Service, the higher the Guest Satisfaction. The facility has a positive and significant effect on Guest Satisfaction with a regression coefficient value of 8.738 and a significance of 0.000. This shows that the better the facilities available at the hotel, the better the Guest Satisfaction will be. Quality of Service and Facilities has a significant influence on Guest Satisfaction with an F-count value of 161,471 and a significance of 0.000. This shows that the better the Quality of Service and Facilities, the more Guest Satisfaction will increase. The conclusion of this study is that the Quality of Service and Facilities has a significant influence on Guest Satisfaction at Manado Quality Hotel. The advice given is that Manado Quality Hotel must provide good service in accordance with applicable Standard Operating Procedures and Complete some of the Facilities needed by Guests to increase guest satisfaction during the stay.
HUBUNGAN FOOD AND BEVERAGE PRODUCT DAN ORDER TAKER DALAM MENGATASI SOLD OUT DI GRAN PURI HOTEL MANADO Lagarense, Jeskrispen; Wijanarko, Sony; Manongko, Aurelia
Jurnal Hospitaliti Vol. 4 No. 1 (2025): Jurnal Hospitaliti
Publisher : UPT Penelitian Sekolah Tinggi Ilmu Pariwisata Manado

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This study aims to analyze and describe the contributing factors leading to sold-out situations, as well as to explore the nature of the working relationship between the Food & Beverage Product division and the Order Taker in addressing such occurrences at Gran Puri Hotel Manado. The research investigates how the Food & Beverage Product division manages the procurement of food ingredients used to serve both guests and staff. This division plays a crucial role not only in the ordering process but also in preventing and resolving sold-out conditions. The findings reveal several factors that contribute to sold-out incidents, particularly within the Room Service Section, where these issues arise due to depleted food stock and the unavailability of ingredients from suppliers or in the market. The role of the Order Taker—as a communication bridge between guests and the Food & Beverage Product division and is vital in mitigating these issues. A professional collaborative relationship is maintained through the timely, accurate, and precise exchange of sold-out data and adherence to the handling procedures established by the Food & Beverage Product team. Effective cooperation with this division is expected to minimize sold-out incidents and ensure full menu availability. Furthermore, the Front Office Department is required to provide accurate guest count information to the Food & Beverage Product division to facilitate adequate food preparation. Keywords: Order Taker, Sold Out, Food & Beverage Product, Room Service
PENGARUH PROMOSI, KUALITAS PELAYANAN DAN FASILITAS TERHADAP KEPUASAN TAMU BOBARA RESTAURANT DI GRAND WHIZ HOTEL MANADO Wijanarko, Sony; Silape, Tedy V; Walansendow, Deabi Putri
Jurnal Hospitaliti Vol. 4 No. 1 (2025): Jurnal Hospitaliti
Publisher : UPT Penelitian Sekolah Tinggi Ilmu Pariwisata Manado

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This research aims to determine the effect of promotions, service quality and facilities on guest satisfaction at Bobara restaurant at Grand Whiz Hotel Manado. The method used is a quantitative method with survey techniques, where data is collected by distributing questionnaires to 30 respondents who are restaurant guests. The independent variables in this research are promotion, service quality and facilities, while the dependent variable is guest satisfaction. Data analysis was carried out using multiple linear regression to test the relationship and influence between variables. The research results show that the three independent variables have a positive and significant effect on guest satisfaction at Bobara restaurant, both simultaneously and partially. These findings indicate that effective promotional strategies, good service and comfortable facilities contribute significantly to increasing restaurant guest satisfaction. The results of this research provide input for restaurant management to further improve promotional strategies, service quality and good facilities focused on increasing guest loyalty. Keywords: Promotion, Service Quality, Facilities, Guest Satisfaction
KOORDINASI OPERASIONAL DALAM LAYANAN F&B HOTEL: STUDI EMPIRIS PADA HOTEL IBIS MANADO CITY CENTER BOULEVARD Lagarense, Bet El Silisna; Walansendow, Agustinus; Wijanarko, Sony; Lagarense, Jeskrispen
Jurnal Hospitaliti Vol. 4 No. 1 (2025): Jurnal Hospitaliti
Publisher : UPT Penelitian Sekolah Tinggi Ilmu Pariwisata Manado

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This study aims to analyze operational coordination within the Food and Beverage (F&B) Service at the Ibis Manado City Center Boulevard Hotel Restaurant, focusing on the factors influencing effective staff coordination. The research addresses the responsibilities, duties, as well as the inhibiting and supporting factors affecting daily work coordination. The literature review covers theories on restaurants and their types, definitions of coordination, as well as the roles, skills, personality traits, and work motivation relevant to F&B Service personnel. A qualitative method was employed, using observation and documentation for data collection, and data analysis was conducted through data reduction, presentation, triangulation, and conclusion drawing. Findings reveal that inadequate coordination skills contribute to poor staff communication, negatively impacting professionalism in service operations. A case study at the hotel restaurant highlights coordination issues and identifies managerial aspects that require attention by F&B management. The study concludes that coordination skills are essential for enhancing professionalism and operational effectiveness. It is recommended that all F&B Service staff actively engage in continuous coordination to maintain effective communication and achieve shared organizational goals. Keywords: Coordination, Communication, Skills, Responsibility
Co-Authors agustinus walansendow Bet El Silisna Lagarense, Bet El Silisna Lagarense, Bet El Lagarense, Jeskrispen Lieke, Johny Makakombo, Esterlita Manongko, Aurelia Maukeno, Dinda A. N. Silape, Tedy V Walansendow, Deabi Putri