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Analisis Kualitas Pelayanan Front Desk Agent pada Hotel Bisnis: Studi Kualitatif di BATIQA Hotel & Apartments Karawang Adde Kurnia Illahidin; Titik Akiriningsih; Afrilia Elizabet Sagala
Jurnal Kajian Pariwisata Dan Perhotelan Vol. 4 No. 2 (2026): September-Desember 2026
Publisher : CV. ITTC INDONESIA

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This qualitative study analyzes the service quality of Front Desk Agents in supporting guest satisfaction at a business hotel, taking BATIQA Hotel & Apartments Karawang, a three-star property under PT Surya Semesta Internusa Tbk, as the case. It also identifies the SERVQUAL dimensions that most significantly contribute to service quality and describes the management strategies applied to improve Front Desk Agent performance. A descriptive qualitative participatory approach was used, combining participatory observation, in-depth structured interviews with five purposively selected internal informants, perception inquiries with three in-house guests, literature review, and documentation. Data were analyzed using the interactive model of Miles and Huberman (1994) and validated through source and technique triangulation. Findings show that Front Desk Agent service generally follows the hotel's standard operating procedures and the corporate TRUE philosophy (Trustworthiness, Customer Focus, Strive for Excellence), yet a service performance gap emerges during weekday peak occupancy due to cross-departmental workload and limited staffing. All five SERVQUAL dimensions contribute to service quality, with Reliability and Assurance implemented most consistently, while Responsiveness and Empathy are most decisive for business and expatriate guests. Aggregate guest review scores across five online travel platforms remain consistently high, indicating that isolated negative reviews reflect situational rather than systemic service failure. The three interviewed guests corroborated the internal informants' accounts, particularly regarding limited staffing and reliance on the same personnel across shifts, while rating the overall service positively.

Hambatan Komunikasi Concierge-Reception terhadap Pelayanan Tamu di Grand Mercure Solo Baru Faizal Deantoni Rizqi; Afrilia Elizabet Sagala; I Gusti Ayu Agung
Jurnal Pariwisata dan Hospitality Vol. 2 No. 1 (2026): Edisi: September-November
Publisher : Pustaka Bangsa Indonesia

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Penelitian deskriptif kualitatif ini menganalisis hambatan komunikasi antara bagian Concierge dan Reception di Grand Mercure Solo Baru dengan fokus pada bentuk hambatan, faktor penyebab, serta strategi manajemen dalam meningkatkan efektivitas pelayanan tamu. Data diperoleh melalui wawancara, observasi, dan dokumentasi terhadap informan yang dipilih secara purposive sampling, yaitu Duty Manager, Guest Experience Supervisor, dan Bell’s Captain. Analisis data menggunakan model interaktif Miles dan Huberman dengan triangulasi sumber untuk memastikan validitas data. Hasil penelitian menunjukkan bahwa hambatan komunikasi bersifat multidimensi, meliputi hambatan semantik, psikologis, fisik/teknis, dan fisiologis. Hambatan semantik menjadi hambatan paling dominan akibat perbedaan bahasa dan kesalahan pemahaman istilah perhotelan. Strategi manajemen dilakukan melalui upaya preventif berupa pelatihan komunikasi dan bahasa asing, penerapan SOP, serta praktik repeat order, disertai strategi responsif melalui briefing, evaluasi, dan prosedur eskalasi. Penguatan kompetensi komunikasi dan pemeliharaan sistem komunikasi direkomendasikan untuk meningkatkan kualitas pelayanan tamu.

Hambatan Komunikasi Concierge-Reception terhadap Pelayanan Tamu di Grand Mercure Solo Baru Faizal Deantoni Rizqi; Afrilia Elizabet Sagala; I Gusti Ayu Agung
Jurnal Pariwisata dan Hospitality Vol. 2 No. 1 (2026): Edisi: September-November
Publisher : Pustaka Bangsa Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar

Penelitian deskriptif kualitatif ini menganalisis hambatan komunikasi antara bagian Concierge dan Reception di Grand Mercure Solo Baru dengan fokus pada bentuk hambatan, faktor penyebab, serta strategi manajemen dalam meningkatkan efektivitas pelayanan tamu. Data diperoleh melalui wawancara, observasi, dan dokumentasi terhadap informan yang dipilih secara purposive sampling, yaitu Duty Manager, Guest Experience Supervisor, dan Bell’s Captain. Analisis data menggunakan model interaktif Miles dan Huberman dengan triangulasi sumber untuk memastikan validitas data. Hasil penelitian menunjukkan bahwa hambatan komunikasi bersifat multidimensi, meliputi hambatan semantik, psikologis, fisik/teknis, dan fisiologis. Hambatan semantik menjadi hambatan paling dominan akibat perbedaan bahasa dan kesalahan pemahaman istilah perhotelan. Strategi manajemen dilakukan melalui upaya preventif berupa pelatihan komunikasi dan bahasa asing, penerapan SOP, serta praktik repeat order, disertai strategi responsif melalui briefing, evaluasi, dan prosedur eskalasi. Penguatan kompetensi komunikasi dan pemeliharaan sistem komunikasi direkomendasikan untuk meningkatkan kualitas pelayanan tamu.

Subtitusi Tepung Mocaf pada Pembuatan Éclair Filling Jagung Manis Hayu Retno Prameswari; Afrilia Elizabet Sagala; Dewi Hermawati W.
Garina Vol. 18 No. 1 (2026): Garina : Jurnal Pengembangan IPTeks Seni Kuliner, Tata Rias, dan Desain Mode
Publisher : Akademi Kesejahteraan Sosial Ibu Kartini Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.69697/garina.v18i1.436

This study aimed to determine the appropriate mocaf flour substitution formula for making éclairs with sweet corn filling and to determine the panelists’ level of acceptance of the product’s sensory characteristics. The research method used was an experimental method with three levels of mocaf flour substitution: sample A at 75% (131.25 grams of mocaf flour and 43.75 grams of wheat flour), sample B at 85% (148.75 grams of mocaf flour and 26.25 grams of wheat flour), and sample C at 100% (175 grams of mocaf flour without wheat flour). The level of acceptance was evaluated using a hedonic test involving 40 untrained panelists, assessing color, aroma, taste, texture, and appearance on a 1–5 scale. The results showed that sample C with 100% mocaf flour substitution was the most appropriate formula. The use of five eggs produced a more suitable batter consistency, better expansion, more evenly distributed cavities, and a thinner and crispier éclair shell. Sample C also obtained the highest mean scores for all evaluated attributes: color 4.40, aroma 4.31, taste 4.37, texture 4.30, and appearance 4.22. Therefore, 100% mocaf flour substitution in éclairs with sweet corn filling was well accepted by the panelists and was the best formula in this study.

Inovasi Produk Savory Snack Nori Berbasis Daun Katuk (Sauropus androgynus) Monika Destiavani; Afrilia Elizabet Sagala; Salam Setiyawan
Jurnal Teknologi Pangan dan Ilmu Pertanian Vol. 4 No. 2 (2026): Juni: Jurnal Teknologi Pangan dan Ilmu Pertanian
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59581/jtpip-widyakarya.v4i2.6863

The high consumption of savory snacks in Indonesia is not yet balanced by the availability of snack products containing functional nutrients. This study utilized katuk leaves (Sauropus androgynus) as an alternative ingredient for producing an analog nori product. The study aimed to determine the optimal formulation and analyze product quality through organoleptic testing and consumer acceptance. An experimental method with a mixed-method approach was employed using three variations of katuk leaf concentration: Sample A (25%), Sample B (50%), and Sample C (75%). Data were collected through a descriptive test involving 6 trained panelists to evaluate product characteristics and a hedonic test involving 30 untrained panelists to measure preferences based on color, aroma, texture, and taste. The results showed that Sample B, with a 50% concentration or 100 grams of katuk leaves, was the optimal formulation. This sample produced an attractive green color, pleasant aroma without a grassy odor, and consistently crispy texture. The hedonic test showed the highest scores for color (4.2), aroma (4.1), texture (4.4), and taste (4.3). Overall, katuk leaf-based nori has potential as a healthy and economical snack alternative for the culinary industry. Shelf-life testing is recommended to ensure product stability before marketing.

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