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I Ketut Budayasa
Universitas Negeri Surabaya
Arts Humanities Automotive Engineering Biochemistry, Genetics & Molecular Biology Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Mathematics Mechanical Engineering Physics Public Health Social Sciences Other

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Journal : FINANCE : International Journal Of Management Finance

 1 
Food and Beverage Services: Communication Management in Handling Guest Complaints at Three-Star Hotels in Bogor Budayasa, I Ketut; Hengky, SH
Finance : International Journal of Management Finance Vol. 2 No. 3 (2025): March
Publisher : Publikasi Inspirasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62017/finance.v2i3.131

Abstract

This observe explores the function of conversation control in handling guest complaints in the food and Beverage (F&B) departments of three-Star resorts in Bogor. powerful verbal exchange is important in addressing guest worries directly and professionally, making sure carrier recuperation, and retaining basic visitor pleasure. using a quantitative studies design, records had been amassed from 100 respondents, consisting of hotel visitors and F&B body of workers, via based questionnaires. The statistics were analyzed the usage of SPSS 26.0, incorporating descriptive information, validity and reliability assessments, and one-manner ANOVA to take a look at variations in perceptions of conversation effectiveness. The effects suggest that empathy and readability are the most influential dimensions of communication in positively impacting guest pride, while responsiveness changed into recognized as an area requiring improvement. those findings emphasize the importance of dependent criticism-dealing with protocols, centered communication education for F&B personnel, and systematic monitoring to decorate service restoration. The observe presents practical suggestions for lodge managers aiming to improve operational efficiency and enhance purchaser relations thru powerful communique control.
Co-Authors ABADI AFFIATI OKTAVIARINA Afifah, Lilla Agis Sagita Widyaningrum Agung Lukito AGUNG LUKITO Agung Lukito Agung Lukito Agung Lukito Agung Lukito Nusantara Ahmad Isroil Ahmad Isroil, Ahmad Altika Dwi Mawarni Syah Ambarwati, Sukma Kusuma Ameliyah, Addinda Nur Andi Mariani Ramlan ANGGAWATI IMANNIYAH ANGGRAINI SULISTYA, DITA Anggraini, Evi ANGGUN WARDHANI, DEVY Aning Wida Yanti Annisa Ajeng Kusumastuti ANNISA DWI KURNIAWATI Ardila Septiana Putri Arwanto Arwanto Astri Widyawati Sulistyo Cahyani Ayu Nur Hidayah A’yunin Sofro Budi Priyo Prawoto Budiyanto Budiyanto Dede de Haan DEVY ANGGUN WARDHANI Dewi, Karina Wahyu Dia Lestari Didik Sugeng Pambudi Dinda Anisa' Nur Fadlilah DITA ANGGRAINI SULISTYA Dooren Quintasari Dwi Ivayana Sari Dwi Ivayana Sari, Dwi Ivayana Dwi Juniati Dwi Juniati Dwi Juniati Dwi Juniati Dwi Juniati Dwi Pramesti, Retna ENDANG PURBANINGRUM Endang Purbaningrum EVI ANGGRAINI E’en Rochaini Fatimatus Zahro Fiantika, Feny Rita Fitriyanti, Fitriyanti Hengky, SH Hery Suharna Hidayah Ansori Hutrisah SM Sitohang I Wayan Puja Astawa Ida Dwijayanti Ismail IZDIHAR KAMILA RAHMATIKA SURYA CANDRA Jafar Jafar KAMILA RAHMATIKA SURYA CANDRA, IZDIHAR Karina Wahyu Dewi Kiki Henra Lathiful Anwar Latifah Nuryah Lilik Fepila Luqyana Dhiya Amira M. J. Dewiyani Sunarto Ma'allaili, Serlly Hindun Manuharawati MASRIYAH Masriyah Masriyah Maulana, Dimas Avian Mawaddah, Aisy Rohmah Najahy Mega Teguh Budiarto Megacelia Maharani Mia Saskia Miftakhul Jannah Misu, La Moh. Hafiyusholeh Mohammad Edy Nurtamam, Mohammad Edy Muhammad Afifuddin Otniel Sukma Priyambodo Pradana, Raditya Bagus Gilang RADEN SULAIMAN Rahaju, Endah Budi Ria Fibriana Sari Rosdiana Rosdiana Rosdiana Rosdiana RUDIANTO ARTIONO, RUDIANTO Sabita Ellania Rahmah Saleh Saleh Saleh Saleh, Saleh Salsabila, Unik Hanifah Salwa Yuliantina Sari, Juwita Marlinda Sari, Ria Fibriana Sely Purwanti Ningsih Septi Triyani Setianingsih, Rini Siti Khabibah Siti Maghfirotun Amin Siti Rois'satul Azmil Siti Suparmi Sri Joeda Andajani Sri Joeda Andajani Sri Subarinah St. Suwarsono Susanah Susanah Tatag Yuli Eko Siswono Umi Hanifah Wagino Wagino Wihda Urfita Syafiti Wijaya, Henry Putra Imam Yuliantina, Salwa Yuliyati Yuliyati Yunianti, Dwi Nur Zahro, Fatimatus