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All Journal J-Dinamika: Jurnal Pengabdian Kepada Masyarakat Indonesian Journal for Social Responsibility Suluah Bendang: Jurnal Ilmiah Pengabdian Kepada Masyarakat Jurnal Manajemen dan Penelitian Akuntansi (JUMPA) Indonesian Journal of Microbiology Studies in Social Sciences and Humanities Sadar Wisata: Jurnal Pariwisata
Faozen, Faozen
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Journal : Studies in Social Sciences and Humanities

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The Role Of Fronliner Aston Jember Hotel Conference Center In Improving Guest Satisfaction : Case Study In The Front Office Department Rinda , Dilza Fardana; Faozen, Faozen
SS&H: Studies in Social Sciences and Humanities Vol 1 No 1 (2024): SS&H: Studies in Social Sciences and Humanities
Publisher : Empat Sembilan Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63232/ssh.v1i1.19

Abstract

This study examines the important role of frontliners at Aston Jember Hotel & Conference Center in improving guest satisfaction. Frontliners, including receptionists, reservation staff, guest service agents, and other front office staff, have a central role in shaping the guest experience from check-in to check-out. This study aims to identify the specific duties and responsibilities of frontliners as well as how their performance affects guest satisfaction. Data were collected through a mixed method approach, using qualitative and quantitative data. Quantitative data was obtained through guest satisfaction surveys, while qualitative insights were obtained from interviews with guests and front office staff. The findings show that the effectiveness of frontliners in providing warm welcomes, efficient communication, professional complaint handling, and personalized service significantly contribute to a positive guest experience. In addition, the frontliner's ability to collaborate well with other departments and maintain a high standard of professionalism further increases guest satisfaction. The study emphasizes the importance of ongoing training for frontliners to equip them with the necessary skills to meet and exceed guest expectations. The results show that by investing in the development and support of frontliners, hotels can significantly improve guest satisfaction, which in turn can increase guest loyalty and strengthen the hotel's reputation in the competitive hospitality market. Further research is suggested to explore the impact of technological advancements on the role of frontliners and conduct comparative studies across different hotel categories to identify best practices in guest service management.
The Role Of Waitresses In Serving Breakfast During The Covid-19 Pandemic At Intercontinental Bali Andika , Dimas Bima; Faozen, Faozen
SS&H: Studies in Social Sciences and Humanities Vol 1 No 2 (2024): SS&H: Studies in Social Sciences and Humanities
Publisher : Empat Sembilan Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63232/ssh.v1i2.20

Abstract

This article provides an overview of the restaurant options and the role of waitresses at the Intercontinental Bali Resort during the COVID-19 pandemic. The resort has a variety of restaurants such as Taman Gita, Sunset Beach Bar & Grill, Bella Cucina, Jimbaran Gardens, and KO Japanese, which serve international and local dishes. The waitress at this resort has an important role in ensuring optimal service, especially at breakfast. Their roles include preparing the area, implementing health protocols, hygiene, coordinating with the kitchen, and serving guests in a friendly manner. During the pandemic, strict health protocols were implemented to protect guests and staff, such as the use of masks, face shields, and hand sanitizers. In addition, waitresses must also ensure social distancing and manage time so that there are no long queues. After breakfast, the waitress cleans and prepares for the next session. Regular evaluations and briefings are carried out to improve the quality of service. The results of this research are expected to provide deeper insights and help the hospitality industry adapt and improve service quality in the future
Co-Authors Andika , Dimas Bima Anggraini, Cristian Rizqi Arityas, Gita Cristian Rizqi Anggraini Daryanto Daryanto Hadi Jatmiko Haerah, Kahar Juariyah Juariyah Juhanda, Juhanda Rinda , Dilza Fardana Satria Bakti , Budi Siswanto, Edhi