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All Journal E-Bisnis : Jurnal Ilmiah Ekonomi dan Bisnis Gemawisata: Jurnal Ilmiah Pariwisata EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Jurnal Manajemen STIE Muhammadiyah Palopo JMM (Jurnal Masyarakat Mandiri) Journal of Education, Humaniora and Social Sciences (JEHSS) Jurnal Mantik Bisman (Bisnis dan Manajemen): The Journal of Business and Management Jurnal Manajemen Perhotelan dan Pariwisata Jurnal Ilmu Manajemen, Ekonomi dan Kewirausahaan Indonesian Journal of Economics and Management Journal of Innovation Research and Knowledge Jurnal Pengabdian Masyarakat Waradin Jurnal Visi Manajemen (JVM) Gema Wisata Safari : Jurnal Pengabdian Masyarakat Indonesia Literacy : International Scientific Journals of Social, Education, Humanities Media Bina Ilmiah Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Jurnal Pengabdian Masyarakat Bangsa Faedah: Jurnal Hasil Kegiatan Pengabdian Masyarakat Indonesia Jurnal Pengabdian Masyarakat Seminar Nasional Teknologi dan Multidisiplin Ilmu An International Journal Tourism and Community Review Jurnal Ilmiah Bisnis, Manajemen, dan Akuntansi International Conference on Digital Advanced Tourism, Management, and Technology JIMEK Proceeding of The International Conference on Management, Entrepreneurship, and Business Brilliant International Journal of Management and Tourism Jurnal Pengabdian Kepada Masyarakat Indonesia
Yuliamir, Henry
STIEPARI Semarang
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Implementasi Manajemen Sumber Daya Manusia dalam Meningkatkan Service Excellence pada Restoran di Bawen Kabupaten Semarang Faizal Ali; Henry Yuliamir
Journal of Education, Humaniora and Social Sciences (JEHSS) Vol 8, No 4 (2026): Journal of Education, Humaniora and Social Sciences (JEHSS), Mei 2026
Publisher : Mahesa Research Center

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34007/jehss.v8i4.3052

Abstract

This article aims to analyse the implementation of Human Resource Management (HRM) in improving service excellence in restaurants in Bawen, Semarang Regency. The problem focuses on how recruitment practices, training, standard operating procedures, performance evaluation, and work culture contribute to improving service quality. To approach this issue, the study employs Human Resource Management theory based on the Resource-Based View and the concept of service excellence in the service industry, which emphasises the strategic role of human resources as a source of competitive advantage. Data were collected through field observations, in-depth interviews with restaurant owners, supervisors, and employees, as well as documentation, and were analysed qualitatively using thematic analysis. The findings show that HRM implementation has been carried out with varying levels of formality, where restaurants with more structured HRM systems tend to deliver more consistent service in terms of friendliness, speed, and accuracy. An important finding of this study reveals a pattern that service excellence is not only determined by formal procedures but also by direct leadership from owners and a strong family-oriented work culture. This study provides a theoretical contribution by strengthening the concept that, in the context of micro and small enterprises, simple yet consistent HRM implementation can serve as a strategic mechanism in building sustainable service excellence.
PENINGKATAN KINERJA STEWARD MELALUI PENERAPAN SOP STANDAR OPERATIONAL PROCEDURE DIHOTEL PATRA JASA SEMARANG Muhamad Amjad Al Ghozi; Henry Yuliamir
Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA) Vol 10 No 1 (2026): Edisi Januari - April 2026
Publisher : LPPM STIE Muhammadiah Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31955/mea.v10i1.7372

Abstract

Penelitian ini bertujuan untuk menganalisis penerapan Standar Operasional Prosedur (SOP) serta perannya dalam meningkatkan kinerja kerja Steward pada Departemen Food and Beverage Product di Hotel Patra Jasa Semarang. SOP merupakan pedoman kerja penting yang berfungsi untuk menjaga konsistensi, kebersihan, sanitasi, dan efisiensi operasional dapur, sehingga berpengaruh langsung terhadap kualitas layanan hotel. Namun, dalam praktiknya masih ditemukan perbedaan pemahaman, kedisiplinan, serta konsistensi penerapan SOP di kalangan steward yang berpotensi memengaruhi kinerja kerja. Penelitian ini menggunakan pendekatan kualitatif dengan desain penelitian deskriptif. Subjek penelitian meliputi steward, supervisor, dan pihak manajemen yang terkait langsung dengan penerapan SOP. Teknik pengumpulan data dilakukan melalui wawancara mendalam, observasi langsung di area kerja, dan dokumentasi. Analisis data dilakukan menggunakan teknik reduksi data, penyajian data, dan penarikan kesimpulan, dengan uji keabsahan data melalui triangulasi sumber dan teknik. Hasil penelitian menunjukkan bahwa SOP Steward di Hotel Patra Jasa Semarang telah diterapkan sebagai acuan kerja utama, namun belum berjalan secara optimal dan konsisten. SOP terbukti berperan dalam meningkatkan kinerja steward, khususnya dalam aspek kedisiplinan kerja, ketepatan pelaksanaan tugas, dan kualitas kebersihan peralatan. Kendala utama dalam penerapan SOP meliputi keterbatasan sosialisasi, pelatihan yang belum berkelanjutan, serta pengawasan yang belum maksimal. Penelitian ini menyimpulkan bahwa optimalisasi penerapan SOP melalui penguatan pelatihan, pengawasan, dan evaluasi kinerja dapat meningkatkan kinerja kerja steward secara berkelanjutan.
EFISIENSI ANGGARAN PEMERINTAH TAHUN 2025 DAN DINAMIKA TINGKAT HUNIAN HOTEL Yohanes Argowardono; Henry Yuliamir
Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA) Vol 10 No 1 (2026): Edisi Januari - April 2026
Publisher : LPPM STIE Muhammadiah Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31955/mea.v10i1.7373

Abstract

Industri perhotelan merupakan sektor strategis yang memiliki keterkaitan erat dengan kebijakan fiskal pemerintah, khususnya melalui aktivitas perjalanan dinas, rapat, dan kegiatan MICE. Pada tahun 2025, pemerintah Indonesia menerapkan kebijakan efisiensi anggaran yang berdampak pada pengurangan belanja perjalanan dinas dan kegiatan operasional pemerintah, sehingga berimplikasi langsung terhadap permintaan jasa perhotelan. Penelitian ini bertujuan untuk menganalisis dampak kebijakan efisiensi anggaran pemerintah tahun 2025 terhadap tingkat hunian hotel, mengkaji persepsi pelaku industri perhotelan terhadap kebijakan tersebut, serta mengidentifikasi strategi adaptasi yang dilakukan hotel dalam menghadapi penurunan permintaan. Penelitian ini menggunakan pendekatan kualitatif dengan desain studi deskriptif. Informan penelitian dipilih secara purposive sampling, meliputi manajer hotel, pemilik hotel, manajer pemasaran, manajer keuangan, serta perwakilan asosiasi perhotelan yang memiliki pengalaman langsung dalam pengelolaan hotel selama periode kebijakan efisiensi anggaran. Teknik pengumpulan data dilakukan melalui wawancara mendalam, observasi, dan dokumentasi, sedangkan analisis data menggunakan model interaktif yang meliputi reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa kebijakan efisiensi anggaran pemerintah dipersepsikan sebagai kebijakan yang penting secara makro, namun memberikan dampak signifikan terhadap penurunan tingkat hunian hotel, terutama pada segmen pasar pemerintah. Penurunan okupansi berdampak pada kinerja keuangan dan operasional hotel serta menimbulkan efek lanjutan terhadap sektor pendukung. Untuk merespons kondisi tersebut, pelaku industri perhotelan menerapkan strategi adaptasi berupa diversifikasi pasar, efisiensi operasional, inovasi produk dan layanan, serta pemanfaatan teknologi digital. Penelitian ini menegaskan pentingnya sinergi kebijakan antara pemerintah dan pelaku industri guna menjaga keberlanjutan industri perhotelan di tengah kebijakan efisiensi fiskal.
Analisis Strategi Manajemen Keuangan dalam Meningkatkan Kinerja Usaha pada Toko Dian Shop di Ambarawa Tuti Kristiani Halawa; Henry Yuliamir
Jibaku: Jurnal Ilmiah Bisnis, Manajemen dan Akuntansi Vol. 6 No. 2 (2026): Juli
Publisher : Universitas Ngudi Waluyo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35473/jibaku.v6i2.5153

Abstract

This study aims to analyze financial management strategies to improve business performance at the Dian Shop in Ambarawa, Semarang Regency. The research method used was qualitative with a descriptive approach. Data collection techniques were conducted through observation, interviews, and documentation with informants consisting of the business owner and employees of the Dian Shop. The results indicate that the implemented financial management strategies include business capital management, simple financial record keeping, cash flow management, operational cost control, and inventory management. These strategies have had a positive impact on improving business performance, such as increased operational stability, expenditure efficiency, and increased sales and profits. However, the financial recording system is still manual, thus not optimally supporting modern business financial management. The conclusion of this study indicates that implementing sound financial management strategies can help improve business performance and maintain the sustainability of the Dian Shop business amidst increasingly competitive business conditions.   Abstrak Penelitian ini bertujuan untuk menganalisis strategi manajemen keuangan dalam meningkatkan kinerja usaha pada Toko Dian Shop di Ambarawa, Kabupaten Semarang. Metode penelitian yang digunakan adalah metode kualitatif dengan pendekatan deskriptif. Teknik pengumpulan data dilakukan melalui observasi, wawancara, dan dokumentasi dengan informan yang terdiri dari pemilik usaha dan karyawan Toko Dian Shop. Hasil penelitian menunjukkan bahwa strategi manajemen keuangan yang diterapkan meliputi pengelolaan modal usaha, pencatatan keuangan sederhana, pengelolaan arus kas, pengendalian biaya operasional, dan pengelolaan persediaan barang. Strategi tersebut memberikan dampak positif terhadap peningkatan kinerja usaha, seperti meningkatnya stabilitas operasional, efisiensi pengeluaran, serta peningkatan penjualan dan keuntungan usaha. Namun demikian, sistem pencatatan keuangan masih dilakukan secara manual sehingga belum optimal dalam mendukung pengelolaan keuangan usaha secara modern. Kesimpulan penelitian ini menunjukkan bahwa penerapan strategi manajemen keuangan yang baik mampu membantu meningkatkan kinerja usaha dan menjaga keberlangsungan bisnis Toko Dian Shop di tengah persaingan usaha yang semakin kompetitif.  
Pengaruh Kualitas Pelayanan Dan Harga Terhadap Kepuasan Pengunjung di Hotel Front One Gosyen Hotel Salatiga Noperdi; Henry Yuliamir
Jibaku: Jurnal Ilmiah Bisnis, Manajemen dan Akuntansi Vol. 6 No. 2 (2026): Juli
Publisher : Universitas Ngudi Waluyo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35473/jibaku.v6i2.5154

Abstract

This study aims to determine the influence of service quality and price on visitor satisfaction at Front One Gosyen Hotel Salatiga. This research used a quantitative method with a survey approach. The population in this study consisted of all hotel guests during a two-month period totaling 1,250 visitors. The sample size was determined using the Slovin formula with an error rate of 10%, resulting in 93 respondents. The sampling technique used accidental sampling, namely hotel guests who were encountered directly by the researcher and were willing to become respondents. Data collection techniques included observation, documentation, and questionnaires using a Likert scale of 1–5. The independent variables in this study were service quality and price, while the dependent variable was visitor satisfaction. Data analysis techniques used validity tests, reliability tests, classical assumption tests, multiple linear regression analysis, t-tests, F-tests, and coefficient of determination (R²) using SPSS software. The results showed that service quality had a positive and significant effect on visitor satisfaction with a significance value of 0.000 < 0.05. Price also had a positive and significant effect on visitor satisfaction with a significance value of 0.002 < 0.05. Simultaneously, service quality and price had a significant effect on visitor satisfaction with a significance value of 0.000 < 0.05. The Adjusted R Square value of 0.680 indicates that visitor satisfaction is influenced by service quality and price by 68%, while the remaining 32% is influenced by other factors outside the study.   Abstrak Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan dan harga terhadap kepuasan pengunjung di Hotel Front One Gosyen Hotel Salatiga. Penelitian menggunakan metode kuantitatif dengan pendekatan survei. Populasi dalam penelitian ini adalah seluruh tamu hotel selama dua bulan sebanyak 1.250 pengunjung. Penentuan jumlah sampel menggunakan rumus Slovin dengan tingkat kesalahan 10%, sehingga diperoleh sampel sebanyak 93 responden. Teknik pengambilan sampel menggunakan accidental sampling, yaitu tamu hotel yang secara kebetulan ditemui oleh peneliti dan bersedia menjadi responden. Teknik pengumpulan data dilakukan melalui observasi, dokumentasi, dan penyebaran kuesioner menggunakan skala Likert 1–5. Variabel independen dalam penelitian ini terdiri dari kualitas pelayanan dan harga, sedangkan variabel dependen adalah kepuasan pengunjung. Teknik analisis data menggunakan uji validitas, uji reliabilitas, uji asumsi klasik, analisis regresi linear berganda, uji t, uji F, dan koefisien determinasi (R²) dengan bantuan program SPSS. Hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pengunjung dengan nilai signifikansi 0,000 < 0,05. Harga juga berpengaruh positif dan signifikan terhadap kepuasan pengunjung dengan nilai signifikansi 0,002 < 0,05. Secara simultan, kualitas pelayanan dan harga berpengaruh signifikan terhadap kepuasan pengunjung dengan nilai signifikansi 0,000 < 0,05. Nilai Adjusted R Square sebesar 0,680 menunjukkan bahwa kepuasan pengunjung dipengaruhi oleh kualitas pelayanan dan harga sebesar 68%, sedangkan sisanya dipengaruhi oleh faktor lain di luar penelitian.
Pengembangan Kompetensi Sumber Daya Manusia dan Kinerja Karyawan pada Manna Kampus Yogyakarta Adriana Sevriani Dao; Henry Yuliamir
Jibaku: Jurnal Ilmiah Bisnis, Manajemen dan Akuntansi Vol. 6 No. 2 (2026): Juli
Publisher : Universitas Ngudi Waluyo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35473/jibaku.v6i2.5155

Abstract

This study aims to examine human resource competency development in improving employee performance at Manna Kampus Yogyakarta. The study employed a qualitative method with a descriptive approach. Data were collected through observation, in-depth interviews, and documentation. The research informants consisted of 15 participants, including managers, supervisors, and employees of Manna Kampus Yogyakarta, selected using a purposive sampling technique. Data were analyzed using the Miles and Huberman model, which includes data reduction, data display, and conclusion drawing. The results indicate that human resource competency development is implemented through work briefings, customer service training, cashier system training, routine performance evaluations, supervisor supervision, and mentoring for new employees. These programs have a positive impact on employee performance, particularly in terms of work discipline, communication skills, work speed, customer service, responsibility, and teamwork. Work briefings and supervisor supervision were found to be the most effective methods for enhancing employees’ understanding of their duties because they are conducted directly and continuously. The study also identified several supporting factors, including managerial support, cooperation among employees, and a conducive work environment. Meanwhile, the main obstacles include limited training time, high operational workloads, and differences in employees’ capabilities. Overall, the findings demonstrate that human resource competency development plays an important role in improving employee performance at Manna Kampus Yogyakarta.   Abstrak Penelitian ini bertujuan untuk mengetahui pengembangan kompetensi sumber daya manusia dalam meningkatkan kinerja karyawan pada Manna Kampus Yogyakarta. Penelitian ini menggunakan metode kualitatif dengan pendekatan deskriptif. Teknik pengumpulan data dilakukan melalui observasi, wawancara mendalam, dan dokumentasi. Informan penelitian berjumlah 15 orang yang terdiri atas pimpinan, supervisor, dan karyawan Manna Kampus Yogyakarta yang dipilih menggunakan teknik purposive sampling. Analisis data dilakukan menggunakan model Miles dan Huberman melalui tahapan reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa pengembangan kompetensi sumber daya manusia dilakukan melalui briefing kerja, pelatihan pelayanan pelanggan, pelatihan penggunaan sistem kasir, evaluasi kerja rutin, pengawasan supervisor, serta pendampingan bagi karyawan baru. Program tersebut memberikan dampak positif terhadap peningkatan kinerja karyawan, terutama dalam aspek disiplin kerja, kemampuan komunikasi, kecepatan kerja, pelayanan pelanggan, tanggung jawab, dan kerja sama tim. Briefing kerja dan pengawasan supervisor menjadi metode yang paling efektif dalam meningkatkan pemahaman kerja karyawan karena dilakukan secara langsung dan berkelanjutan. Penelitian ini juga menemukan faktor pendukung berupa dukungan pimpinan, kerja sama antar karyawan, dan lingkungan kerja yang kondusif. Sementara itu, faktor penghambat meliputi keterbatasan waktu pelatihan, tingginya aktivitas operasional perusahaan, serta perbedaan kemampuan antar karyawan. Secara keseluruhan, penelitian ini menunjukkan bahwa pengembangan kompetensi sumber daya manusia berperan penting dalam meningkatkan kualitas kinerja karyawan pada Manna Kampus Yogyakarta.
Kesenjangan Upah Mahasiswa Magang Internasional dan Dampaknya Terhadap Strategi Efisiensi Tenaga Kerja Pada Industri Hospitality di Taiwan Maeria Gowasa; Henry Yuliamir
Jibaku: Jurnal Ilmiah Bisnis, Manajemen dan Akuntansi Vol. 6 No. 2 (2026): Juli
Publisher : Universitas Ngudi Waluyo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35473/jibaku.v6i2.5156

Abstract

This study aims to analyze the wage gap among international interns and its impact on labor efficiency strategies in the hospitality industry in Taiwan. The study used a qualitative approach with a case study method to gain a deeper understanding of the experiences of international interns, the perspectives of hotel HRDs, and operational supervisors regarding the wage system and intern workforce management. The research informants consisted of international interns, hotel HRDs, and operational supervisors selected using a purposive sampling technique. Data collection involved interviews, observation, and documentation. Data analysis employed the Miles and Huberman interactive model, which encompasses data reduction, data presentation, and conclusion drawing. The results indicate that international interns experience a wage gap compared to local workers and permanent employees despite having nearly the same workload. The hospitality industry in Taiwan utilizes international interns as part of a labor efficiency strategy to reduce hotel operating costs and maintain service stability. However, this strategy impacts the motivation, job satisfaction, loyalty, and service quality of international interns. Some interns experience work pressure and burnout due to the high workload and limited compensation received. This study concludes that labor efficiency strategies in the hospitality industry need to be balanced with a fairer wage system and human resource management to ensure the well-being of international interns and the quality of hotel service.   Abstrak Penelitian ini bertujuan untuk menganalisis kesenjangan upah mahasiswa magang internasional dan dampaknya terhadap strategi efisiensi tenaga kerja pada industri hospitality di Taiwan. Penelitian menggunakan pendekatan kualitatif dengan metode studi kasus untuk memahami secara mendalam pengalaman mahasiswa magang internasional, pandangan HRD hotel, serta supervisor operasional terkait sistem pengupahan dan pengelolaan tenaga kerja magang. Informan penelitian terdiri dari mahasiswa magang internasional, HRD hotel, dan supervisor operasional yang dipilih menggunakan teknik purposive sampling. Teknik pengumpulan data dilakukan melalui wawancara, observasi, dan dokumentasi. Analisis data menggunakan model interaktif Miles dan Huberman yang meliputi reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa mahasiswa magang internasional mengalami kesenjangan upah dibandingkan dengan tenaga kerja lokal dan karyawan tetap meskipun memiliki beban kerja yang hampir sama. Industri hospitality di Taiwan memanfaatkan mahasiswa magang internasional sebagai bagian dari strategi efisiensi tenaga kerja untuk mengurangi biaya operasional hotel dan menjaga stabilitas pelayanan. Namun, strategi tersebut menimbulkan dampak terhadap motivasi kerja, kepuasan kerja, loyalitas, serta kualitas pelayanan mahasiswa magang internasional. Sebagian mahasiswa mengalami tekanan kerja dan kelelahan (burnout) akibat tingginya beban kerja dan keterbatasan kompensasi yang diterima. Penelitian ini menyimpulkan bahwa strategi efisiensi tenaga kerja dalam industri hospitality perlu diimbangi dengan sistem pengupahan dan pengelolaan sumber daya manusia yang lebih adil agar kesejahteraan mahasiswa magang internasional dan kualitas pelayanan hotel tetap terjaga.  
STUDI TATA LETAK GUDANG DALAM PENGARUHNYA TERHADAP PRODUKTIVITAS KERJA DI CV IMEXINDO NUSANTARA Hendrajaya; Eka Rahmawati; Henry Yuliamir; Yuniarto Rahmat Satato; Hendrajaya Hendrajaya
Journal of Innovation Research and Knowledge Vol. 5 No. 5 (2025): Oktober 2025
Publisher : Bajang Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53625/jirk.v5i5.11407

Abstract

Because the warehouse serves as a location to keep goods that the business will deliver to clients, the goal of this study is to ascertain the extent to which the layout of the warehouse affects the manufacturing process. The warehouse is crucial to the efficient operation of the value-added process in addition to being a key component of the supply chain and logistics system overall. The results of this study, which used a quantitative research methodology, showed a significant relationship between job productivity and warehouse layout. 75 respondents from warehouse employees were involved in this study
Sumber Daya Manusia (SDM) pada Swalayan Aneka Jaya Demak: Kunci Keberhasilan dalam Pelayanan dan Produktivitas Usaha Dewi Sulistiowati; Henry Yuliamir
Journal of Education, Humaniora and Social Sciences (JEHSS) Vol 8, No 3 (2026): Journal of Education, Humaniora and Social Sciences (JEHSS), Februari
Publisher : Mahesa Research Center

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34007/jehss.v8i3.2971

Abstract

This study aims to analyze human resource management (HRM) as a key factor in improving service quality and business productivity at Aneka Jaya Supermarket Demak. The research focuses on recruitment and selection processes, employee training and development systems, and the main challenges faced in HRM practices. The study applies a qualitative approach using data collected through in-depth interviews, observations, and documentation. The data were analyzed descriptively by identifying patterns, themes, and relationships emerging from field findings. The results show that recruitment and selection are carried out in a simple manner, emphasizing honesty, discipline, and teamwork, without a standardized competency assessment system. Employee training is conducted through on-the-job learning, focusing on basic customer service skills and product arrangement. The main obstacles include high employee turnover, limited training budgets, and the absence of a continuous performance evaluation system. Nevertheless, management addresses these challenges through effective internal communication, simple reward programs, and fostering a family-oriented work environment. Overall, this research highlights that the success of HRM at Aneka Jaya Supermarket Demak depends on maintaining a balance between a humanistic personal approach and an adaptive management system to navigate the dynamics of the local retail industry.
Peran Karyawan Multinasional dalam Meningkatkan Kualitas Pelayanan di Breezbay Hotel Dwi Anggraini; Henry Yuliamir
Journal of Education, Humaniora and Social Sciences (JEHSS) Vol 8, No 3 (2026): Journal of Education, Humaniora and Social Sciences (JEHSS), Februari
Publisher : Mahesa Research Center

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34007/jehss.v8i3.3005

Abstract

This article aims to describe and analyze the role of multinational employees in improving service quality at Breezbay Hotel. The issue is focused on how the contributions of multinational employees are implemented in service practices, the dynamics of cross-cultural interactions in the workplace, and their implications for guest experience. To address this issue, the study draws on theories of service quality, workforce diversity, and cross-cultural human resource management. Data were collected through in-depth interviews, non-participant observation, and documentation involving management, supervisors, local employees, multinational employees, and hotel guests, and were analyzed qualitatively using a case study approach. The findings indicate that multinational employees play an important role in enhancing service quality, particularly in terms of cross-cultural communication, empathy, and service assurance, especially when serving international guests. Although challenges such as differences in communication styles and potential miscommunication were identified, effective leadership, the implementation of standard operating procedures, and open internal communication were found to minimize these obstacles. This study concludes that multinational workforce diversity is a strategic asset that, when managed adaptively and inclusively, can improve service quality, enrich guest experience, and strengthen hotel competitiveness in the global hospitality industry.
Co-Authors Aba Yayit Al Bustomi Adriana Sevriani Dao Alleta Dewi Maria Ani Puspitasari Anisa Eka Khatarina Ardhian Ayu Hardiani, Wenefrida Arum, Desta Puspita Aswan, Mukhamad Kholil Bali, Santi Handayani Bambang Guritno Bambang Guritno Bayu Ade Prabowo Bima Prahar Adilase C. Susmono Widagdo Cholisatul Husnah Claudius Dharu Aji Wicaksono Dakhi, Berlian Denik Risyanti, Yustina Dewi Sulistiowati Dewi, Idah Kusuma Dwi Anggraini Edy Priyanto Edypriyanto Edypriyanto Eka Rahmawati Eni Rahayu Eni Rahayu Eni Rahayu Enik Rahayu Enik Rahayu Enik Rahayu Enik Rahayu Ernawati Ernawati Faizal Ali Fatkhur Roziqin Galuh Aditya Ganda Subrata Genoveva Kingkin Retno Vinayu Gisso, Tirsa Gowasa, Winda Haniek Listyorini Hardiani, Wenefrida Ardhian ayu Hendrajaya Hendrajaya Hendrajaya Hendrajaya Hendrajaya Hendrajaya Hendrajaya Hendrajaya Hendrajaya, Hendrajaya Heru Yulianto Hulu, Eben Hejer Idah Kusuma Idah Kusuma Dewi Julian Andriani Putri Kamelita Anggraeni Keylla Nursita Dwi Ayunda Khotimah, Aulia Khusnul Lahagu, Artatina Lina Lina Maeria Gowasa Marhendi, Mengku Maria TH, Alleta Dewi Mariatul Qibtiyah Mehdy, Rizal Ady Muhamad Amjad Al Ghozi Muhammad Arif Hidayat Muhammad Khanif Ismail Muhammad Noor Cholis Mungawanah, Ngaliyatul Mursidah Mursidah Mustafidah Mustafidah Muttaqin, Fatkhu Rijal Nicolas Kevin Sulistyawardhana Nicolas Kevin Sulityawardhana Nina Mistriani Ninuk Subandyah Noperdi Palupiningtyas, Dyah Prabowo, Bayu Ade Putra, Muhammad Azhar Putri, Julian Andriani Rahayu, Enik Rahmawati, Lely Oktavia Raihanafa, Indira Ray Octafian Renny Apriliyani Renny Aprilliyani Renny Aprilliyani   Risyanti, Yustina Denik Riyanto, Agung Safitri, Dona Ayu Samtono . Samtono Samtono Satato, Yuniarto Rahmad Septa Intiar Septian, Bagus Agil Septiany, Pupus Atika Setyaningtyas, Margaretha Silvi Dwi Agustin Sis Budiyono Slamet Slamet Soegiarto, Kevin Sukrisno Sukrisno Sunarko, Isnu Hadi Supriyadi, Andhi Susmono Widagdo Suwarti, Suwarti Syamsul Hadi Syamsul Hadi Syamsul Hadi Syamsul Ph.D M.A. Hadi Tegar, Muhammad Trenggono Trenggono Tri Maryani Tri Maryani Tuti Kristiani Halawa Tuti Lutfi Pauziah Tutik Tutik Umar Abdul Jabbar Umar Abdul Jabbar Wau, Novrianti Wenefrida A.A Yohanes Argowardono Yudha Pranoto Yuniarto Rahmat Satato Yuniarto Satatoe R Zalukhu, Eman Wardin