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All Journal Akuntansi'45 EKONOMIKA45 Jurnal Mahasiswa Manajemen dan Akuntansi Journal of Management and Creative Business International Journal of Economics and Management Sciences
Ramansyah Hidayat
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Journal : EKONOMIKA45

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Analysis of the Impact of Competency Certification on Improving Hotel Employee Performance in the Priority Tourism Destination Bromo Tengger Semeru (DPP-BTS): (Case Study of Hotel Front Office Clerks) Ramansyah Hidayat; Retno Susanti; Kun Setiono; Sumarno Sumarno; Dwi Nisa; Nyoman Sumitra
EKONOMIKA45 :  Jurnal Ilmiah Manajemen, Ekonomi Bisnis, Kewirausahaan Vol. 11 No. 2 (2024): Juni : Jurnal Ilmiah Manajemen, Ekonomi Bisnis, Kewirausahaan
Publisher : Fakultas Ekonomi Universitas 45 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30640/ekonomika45.v11i2.2605

Abstract

This research aims to analyze the impact of competency certification in improving the quality of employees in the hotel front office department in the Priority Tourism Destination area of Bromo, Tengger, Semeru (DPP-BTS). In the hotel industry, improving service quality is an important focus to ensure guest satisfaction. In the midst of increasingly fierce competition, competency certification has been identified as a factor that has the potential to strengthen employee qualifications and performance, especially in the front office. The research method was carried out through a case study approach on a number of front office officers in superior hotels. Data collection was carried out through surveys, interviews and observations, to evaluate the level of competency related to certification and its impact on improving the quality of services provided by employees. The analysis's findings demonstrate that competence certification significantly raises the caliber of workers at the hotel front desk division. These findings indicate that employees who have been certified have a greater level of skill, knowledge and understanding of the best principles in providing service to guests, which in turn has a positive impact on guest satisfaction and experience. The implication of this research is that investment in competency certification for front office employees can be considered as an important strategy for hotel management to improve service quality. Practical recommendations include the development of more targeted certification programs, support from management for employee career development, and the integration of certification-related competencies into daily work practices in hotel front office departments. In conclusion, this research emphasizes the important role of competency certification in improving the quality of employees in hotel front offices, as well as offering valuable insights for decision makers in designing human resource development strategies to improve the quality of hotel services.
PENGARUH PRODUK, PELAYANAN, HARGA DAN LOKASI TERHADAP KEPUASAN KONSUMEN: (Studi Kasus di JW Marriott Hotel Surabaya) Ramansyah Hidayat
EKONOMIKA45 :  Jurnal Ilmiah Manajemen, Ekonomi Bisnis, Kewirausahaan Vol. 3 No. 1 (2015): Desember: Jurnal Ilmiah Manajemen, Ekonomi Bisnis, Kewirausahaan
Publisher : Fakultas Ekonomi Universitas 45 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (701.484 KB) | DOI: 10.30640/ekonomika45.v3i1.28

Abstract

Hotel is one of commercial accommodation, it’s provide services rooms, foods and beverages for need customers. The competitors is one of hotel owner can be see any other plus facilities to provide customer. The hotel wants to give added value is difference product and service to customer. It’s to do owner hotel because reality that customer not satisfaction product and service, than customer look for other hotel to be customer satisfaction. JW Marriott hotel Surabaya is one five star hotel to give product and quality service excellence to customer. The price is to give JW Marriot hotel Surabaya suitable product and service customer. JW Marriott hotel Surabaya to give special rate promotion and member facilities to customer and repeater guest hotel too. JW Marriott hotel have strategic location because there are centre of city to business, shopping centre, office centre and transportation. The expected outcome of this research is the known of the factors variable product, service, price, and location that affect customer satisfaction on JW Marriot hotel is simultan and parcial.
Co-Authors Abdul Aziz Sholeh Dwi Nisa Enny Susanti GS , Achmad Daengs Kristiawati, Indriana Kun Setiono Nyoman Sumitra Ratih Tristianingsih Retno Susanti Rina Dewi Sumarno Sumarno