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All Journal Jurnal Manajemen Perhotelan dan Pariwisata Jurnal Abdi Masyarakat Jurnal Ilmiah Pariwisata dan Bisnis JGEN : Jurnal Pengabdian Kepada Masyarakat
Juniarta, Pande Putu
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Computer Science & IT Economics, Econometrics & Finance Education Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences

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Implementasi Standar Operasional Prosedeur Bell Boy Menangani Barang Bawaan Tamu Check In di Hotel Putra, I Made Yoga Aditya; Juniarta, Pande Putu
Jurnal Ilmiah Pariwisata dan Bisnis Vol. 3 No. 4 (2024): Jurnal Ilmiah Pariwisata dan Bisnis April 2024
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/paris.v3i4.775

Abstract

Bellboy adalah orang yang bertanggung jawab melayani tamu, membuka pintu mobil tamu, sekaligus menangani barang-barang bawaan tamu baik itu tamu yang check-in maupun yang check-out, serta bertugas mengantar tamu ke kamar dan menjemput barang tamu ke kamar jika diminta. Tujuan dari penelitian ini adalah untuk mengetahui implementasi standar operasional prosedur Bellboy dalam menangani barang bawaan tamu di Belgian Beach Hotel saat check-in, dan mengetahui faktor-faktor yang menyebabkan kurangnya efektivitas kerja Bellboy dalam mengimplementasikan standar operasional prosedur yang sudah ditetapkan di Belgian Beach Hotel. Metode yang digunakan dalam pengumpulan data adalah observasi dan wawancara. Teknik analisis data yang dilakukan adalah deskriptif kualitatif yaitu dengan cara membandingkan (SOP) dengan kenyataan di lapangan untuk mengetahui apakah seluruh prosedur yang berlaku sudah dilaksanakan dengan baik dan benar. Berdasarkan hasil penelitian didapatkan hasil: 1). Implementasi Standar Operasional Prosedur Bellboy dalam menangani barang bawaan tamu saat check-in di Belgian Beach Hotel berjalan dengan baik, baik dari segi teori maupun secara standar operasional prosedur Belgian Beach Hotel sendiri. Berdasarkan hasil observasi selama penelitian, prosedur ini terkadang tidak sesuai dengan SOP karena beberapa alasan, di antaranya staff concierge sibuk melayani tamu-tamu yang ada di lobby; tamu yang check-in ramai sehingga staff concierge tidak memungkinkan untuk menyambut satu per satu tamu yang datang pada saat itu, dan menanyakan keperluan tamu yang lain sebelum mengantarkan tamu ke kamar. 2). Kurangnya terlaksananya briefing atau evaluasi antara Bellman Captain dengan Bellman Staff sehingga mereka kurang mengetahui di mana letak kekurangan dan kelebihan mereka dalam bekerja yang sebenarnya. Bellboys are people who are responsible for welcoming, opening guests' car doors, as well as handling guests' luggage, both guests who check-in and check-out, and are in charge of escorting guests to their rooms and picking up guests' items to their rooms if requested. The purpose of this study was to determine the implementation of Bellboy standard operating procedures in handling guests' luggage at the Belgian Beach Hotel when checking in, and to find out what factors cause the lack of effectiveness of Bellboy work in implementing the standard operating procedures that have been established at the Belgian Beach Hotel. The methods used in data collection are observation and interviews. The data analysis technique used was descriptive qualitative, namely by comparing (SOP) with the reality on the ground to find out whether all the procedures that apply have been carried out properly and correctly. Based on the research results, the results were obtained: 1). The implementation of the Bellboy Standard Operating Procedures in handling guests' luggage when checking in at the Belgian Beach Hotel went well, both in terms of theory and standard operational procedures for the Belgian Beach Hotel itself. Based on observations during research, this procedure was sometimes not in accordance with the SOP for several reasons, including the concierge staff being busy serving the guests in the lobby; guests checking in were so busy that the concierge staff did not have time to welcome guests one by one at that time, and ask for the needs of other guests before escorting guests to their rooms. 2). There is a lack of briefing or evaluation between the Bellman Captain and the Bellman Staff so that they do not know where their strengths and weaknesses lie in actual work.
Penerapan Standard Operational Procedure Room Attendant dalam Penyiapan Kamar Expected Arrival Suputra, I Putu Krisna; Juniarta, Pande Putu
Jurnal Ilmiah Pariwisata dan Bisnis Vol. 3 No. 6 (2024): Jurnal Ilmiah Pariwisata dan Bisnis Juni 2024
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/paris.v3i6.809

Abstract

Penelitian ini membahas mengenai bagaimana penerapan standard operational procedure pembersihan kamar expected arrival oleh room attendant di Hotel The Legian Seminyak Bali. Tujuan penelitian ini adalah untuk mengetahui penerapan standard operational procedure pembersihan kamar expected arrival oleh room attendant dan hambatan - hambatan yang di dapat oleh room attendant pada saat penerapan standard operational procedure di Hotel The Legian Seminyak Bali. Metode penelitian yang digunakan dalam penyusunan Tugas Akhir ini adalah teknik analisis deskriptif kualitatif dan teknik pengumpulan data berupa observasi, wawancara dan dokumentasi. Hasil penelitian menunjukkan bahwa room attendant sudah bekerja dengan baik, namun ada langkah - langkah standard operational procedure yang belum dilaksanakan seperti jarang untuk melakukan pembersihan sampai di sela sela AC grill, jarang melakukan pembersihan kerai dengan detail, jarang melakukan pembersihan bagian atas lemari es dan bagian bawah microwave dengan detail. Beberapa faktor yang menjadi hambatan penerapan standard operational procedure oleh room attendant adalah terdapat rentang waktu yang sangat mepet atau sedikit antara tamu check out dan waktu check in (back to back arrival), ketersediaan linen yang kurang, saat terjadi proses persiapan kamar, kekurangan tenaga room attendant, adanya perpindahan kamar yang mendadak, saat room attendant tengah mempersiapkan room untuk tamu yang akan check in sehingga banyak standard operational procedure yang tidak dilakukan. Saran saya agar Departemen Housekeeping sebaiknya perlu dicarikannya solusi untuk mengatasi hambatan- hambatan yang terjadi pada saat proses penyiapan kamar agar nantinya proses penyiapan kamar dilakukan secara maksimal agar tidak memunculkan komentar buruk dari tamu yang menginap di Hotel The Legian Seminyak Bali. This research discusses how to implement standard operational procedures for cleaning expected arrival rooms by room attendants at The Legian Seminyak Hotel, Bali. The purpose of this research is to determine the application of standard operational procedures for cleaning expected arrival rooms by room attendants and the obstacles faced by room attendants when implementing standard operational procedures at The Legian Hotel Seminyak Bali. The research method used in preparing this final assignment is qualitative descriptive analysis techniques and data collection techniques in the form of observation, interviews and documentation. The results of the research show that the room attendants have worked well, but there are standard operational procedure steps that have not been implemented, such as rarely cleaning the AC grill, rarely cleaning the blinds in detail, rarely cleaning the top of the refrigerator and other parts. bottom of the microwave in detail. Several factors that hinder the application of standard operational procedures by room attendants are that there is a very short or short time span between guest check out and check in time (back to back arrival), insufficient availability of linen, during the room preparation process, lack of room staff. attendant, there was a sudden room change, when the room attendant was preparing the room for guests who were going to check in so that many standard operational procedures were not carried out. My suggestion is that the Housekeeping Department should find a solution to overcome the obstacles that occur during the room preparation process so that later the room preparation process is carried out optimally so as not to give rise to bad comments from guests staying at The Legian Hotel Seminyak Bali.
Analisis Penerapan Standar Operasional Prosedur Pada Food And Beverage Product Marta, I Putu; Juniarta, Pande Putu
Jurnal Ilmiah Pariwisata dan Bisnis Vol. 3 No. 6 (2024): Jurnal Ilmiah Pariwisata dan Bisnis Juni 2024
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/paris.v3i6.810

Abstract

Grand Hotel beralamat di 286 Grand Avenue, Mackinac Island 4975. Mackinac Island ditetapkan menjadi Taman Nasional kedua di Amerika Serikat pada tahun 1875. Grand Hotel merupakan salah satu destinasi wisata yang sudah ada selama bertahun-tahun dan sudah ditetapkan sebagai wisata bersejarah yang dapat di kunjungi yang berlokasikan di Mackinac Island, Michigan, United State America. Mackinac Island merupakan salah satu pulau yang berada dalam kawasan Michigan. Pada hal ini penulis mendapatkan beberapa masalah muncul di Grand Hotel terutama di Food and Beverage Product Esther William Pool. Yang dimana kendala-kendala tersebut menyebabkan kurangnya kepuasan tamu akan service yang diberikan contohnya, seperti permasalahan tamu complain perihal makanan tidak sesuai dengan apa yang diinginkan si tamu dan yang dimana pihak kitchen membuat makanan tidak sesuai dengan keinginanya dan standar yang ada. Akan permasalahan diatas penelitian menggunakan metode penelitian observasi dan wawancara sebagal landasan utama untuk mencari data-data yang diperlukan. Hasil akan dari penelitian ini adanya beberapa penerapan standar operasional prosedur yang tidak diikuti secara baik dan benar maka dari itu pihak management memberikan beberapa solusi untuk mengatasi kendala-kendala yang ada. The Grand Hotel is located at 286 Grand Avenue, Mackinac Island 4975. Mackinac Island was designated as the second National Park in the United States in 1875. The Grand Hotel is a tourist destination that has existed for many years and has been designated as a historic tourist attraction that can be visited which is located on Mackinac Island, Michigan, United States America. Mackinac Island is one of the islands in the Michigan region. In this case, the author found that several problems at the Grand Hotel, especially at the Food and Beverage Product Esther William Pool. Where these obstacles cause a lack of guest satisfaction with the service provided, for example, such as the problem of guests complaining about the food not being what the guest wants and where the kitchen makes food that does not match their wishes and existing standards. Regarding the above problems, the research used observation and interview research methods as the main basis for searching for the necessary data. The results of this research will be that there are several implementations of standard operational procedures that were not followed properly and correctly, therefore the management provided several solutions to overcome the existing obstacles.
Penerapan Standar Operasional Prosedur (Sop) Beach Attendant Dalam Melayani Tamu Wirayoga, Kadek Agus; Juniarta, Pande Putu
Jurnal Ilmiah Pariwisata dan Bisnis Vol. 3 No. 6 (2024): Jurnal Ilmiah Pariwisata dan Bisnis Juni 2024
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/paris.v3i6.813

Abstract

Secara umum, Prosedur Standar adalah pedoman yang berisi prosedur prosedur oprasional standar yang ada di dalam satu organisasi yang bertujuan mendapatkan ke efesiensian dan efektifitas dalam bekerja, Penelitian ini bertujuan untuk mengetahui system penerapan SOP beach attendant kepada tamu di hotel four seasons at the surf club. Dalam penelitian ini menggunakan system wawancara dan observasi dalam mengambil data. Dan penelitian ini menggunakan metode penelitian kualitatif. Data diolah dari jawaban 6 responden yang merupakan karyawan beach attendant di Four Seasons At The Surf Club. Hasil penelitian menunjukan penerapan SOP dijalankan dengan baik sehingga para tamu merasakan kepuasan dalam menginap atau meluangkan waktu mereka di pantai. Saran yang bisa disampaikan adalah sebaiknya di perlukan pelatihan dan pengembangan karyawan khususnya beach attendant agar beach attendant tidak melakukan kesalahan dalam melayani tamu di hotel Fourseasons At The Surf Club. In general, Standard Procedures are guidelines that contain standard operating procedures within an organization that aim to achieve efficiency and effectiveness in work. This study aims to determine the system of implementing SOP beach attendants for guests at the four seasons hotel at the surf club. In this research, an interview and observation system was used to collect data. And this research uses qualitative research methods. Data was processed from the answers of 6 respondents who were beach attendant employees at the Four Seasons At The Surf Club. The results of the study show that the implementation of SOPs is carried out properly so that guests feel satisfied in staying or spending their time on the beach. The advice that can be conveyed is that it is better to need employee training and development, especially beach attendants so that beach attendants do not make mistakes in serving guests at the Fourseasons At The Surf Club hotel.
Persepsi Wisatawan Ditinjau dari Kualitas Pelayanan Housekeeping Wijaya, Gede Agus Putra; Suarmana, I Wayan Restu; Juniarta, Pande Putu
Jurnal Ilmiah Pariwisata dan Bisnis Vol. 3 No. 8 (2024): Jurnal Ilmiah Pariwisata dan Bisnis Agustus 2024
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/paris.v3i8.845

Abstract

Housekeeping merupakan aset yang sangat penting untuk mencapai tujuan restoran, Salah satu cara untuk meningkatkan kinerja room boy dalam hal penerapan kualitas pelayanan adalah dengan memberikan suatu pelatihan kepada setiap room boy mengenai kualitas pelayanan yang mengacu pada lima dimensi kualitas pelayanan yaitu Bukti Fisik (Tangibles), Daya Tanggap (Responsiveness), Jaminan (Assurance), Empati (Empathy), dan Kehandalan (Reliability). Penelitian ini dilakukan di Pineapple House Ubud villa Jl. Jatayu, Gang Menda No. 5 Ubud Ubud, Ubud, Kecamatan Ubud, Kabupaten Gianyar, Bali 80571, Tlp. : 0821-4414-0535 . Penelitian ini bertujuan untuk mengetahui bagaimana penerapan kualitas pelayanan housekeeping pada Pesisi Pineapple House Ubud. Teknik sampel yang digunakan adalah Quota Sampling, dengan sampel yang digunakan yaitu terdiri dari manajer restoran, room boy , dan 30 tamu. Teknik pengumpulan data yang digunakan yaitu berupa kuesioner dengan penyebaran pada 30 tamu sebagai responden, observasi room, dan juga dokumentasi berupa foto kamar tamu. Teknik analisis data yang digunakan yaitu deskriptif kuantitatif. Dari hasil penelitian diketahui bahwa penerapan kualitas pelayanan yang dilakukan oleh housekeeping Pesisi room boy dinilai sangat baik oleh tamu berdasarkan kuesioner dengan nilai 4,44 yang dikategorikan sangat baik dan data tersebut didukung oleh hasil observasi. Housekeeping is a very important asset to achieve restaurant goals. One way to improve the performance of room boys in terms of implementing service quality is to provide training to each room boy regarding service quality which refers to five dimensions of service quality, namely Physical Evidence (Tangibles), Responsiveness, Assurance, Empathy, and Reliability. This research was conducted at Pineapple House Ubud villa Jl. Jatayu, Gang Menda No. 5 Ubud Ubud, Ubud, Ubud District, Gianyar Regency, Bali 80571, Tlp. : 0821-4414- 0535 . This study aims to determine how the implementation of housekeeping service quality at Pesisi Pineapple House Ubud. The sampling technique used is Quota Sampling, with the sample used consisting of restaurant managers, room boys, and 30 guests. The data collection technique used is in the form of a questionnaire with distribution to 30 guests as respondents, room observation, and also documentation in the form of guest room photos. The data analysis technique used is descriptive quantitative. From the results of the study it is known that the application of service quality carried out by housekeeping Pesisi room boy is considered very good by guests based on a questionnaire with a value of 4.44 which is categorized as very good and the data is supported by the results observation.
Co-Authors Deva, I Gede Sumalana I Nengah Dasi Astawa I Nyoman Sudiarta I Wayan Restu Suarmana, I Wayan Restu Marta, I Putu Paramartha, Putu Gion Pitanatri, Isvari Ayu Pramuditha, I Kadek Adi Putra, I Made Yoga Aditya Putra, I Putu Wahyu Sadena Sanjaya, I Made Arya Sanjaya, I Wayan Kiki Saputra, Kadek Wira Adi Sari, Retno Juwita Suputra, I Putu Krisna Wardana, Miko Andi Wijana, Putu Ade Wijaya, Gede Agus Putra Wirawan, I Kadek Candra Wirayoga, Kadek Agus