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PERANAN ROOM ATTENDANT DALAM UPAYA MENINGKATKAN PELAYANAN TERHADAP TAMU DI HOTEL GOLDEN VIEW Jefri; Supardi; Arina Luthfini Lubis
JURNAL MEKAR Vol. 2 No. 1 (2023): APRIL 2023
Publisher : Puslitabmas Batam Tourism Polytecnic

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59193/jmr.v2i1.150

As an effort to develop special tourist attractions in the hotel industry to increase tourist attractiveness in Batam City, in producing goods and services for the needs of tourists according to these tourism destinations. The hotel industry has broad categories within the field of tourism specifically in the field of tourism which include lodging, food and beverage services, event planning, amusement parks and travel. A guest room (Room) is an important thing in hospitality and is the thing most sought after by local and foreign tourists, therefore the role of a Room Attendant is so important in maintaining cleanliness and quality so as to improve service to guests at the Golden View Hotel. This research was conducted at the Golden View Hotel Batam using qualitative research methods. Data collection techniques were carried out by interviewing 5 informants who were housekeeping employees. The data analysis technique used is data reduction, data display and data verification.

KINERJA KARYAWAN DEPARTEMEN HOUSEKEEPING DI SWISS-BELHOTEL HARBOR BAY BATAM HASIL PELATIHAN KERJA Febri Ana Parhusip; Arina Luthfini Lubis; Andri Wibowo
JURNAL MEKAR Vol. 2 No. 1 (2023): APRIL 2023
Publisher : Puslitabmas Batam Tourism Polytecnic

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59193/jmr.v2i1.153

Tourism is the 3rd largest foreign exchange earner in Indonesia. Tourism in Batam City is well known at the international and national levels. Batam City itself has an increase in tourist rates of 44.35 in 2020 and 49.15 in 2021 according to (BPS, 2021). This is also very influential on the hospitality industry in Indonesia, the opportunity to build a business, especially in the hospitality industry, will greatly assist tourism travel activities in Indonesia. Housekeeping or hotel housekeeping is one of the departments that has a very important role in providing services to guests, especially in providing cleaning services, tidiness and completeness of items in guest rooms (Polii and Towoliu, 2018). In general, there is a decrease in performance which is suspected to be due to the inconsistent work training conducted at Swiss-belhotel Harbor Bay Batam and the decrease in employee motivation is influenced by several factors ranging from the level of work difficulty, skill objects, promotion opportunities, employee salaries and also appreciation of employee performance. impact on employee performance. The design of this research uses a quantitative research approach. In this study, the entire population of Swiss-belhotel Harbor Bay Batam housekeeping employees was used, totaling 18 employees. Data collection was carried out by distributing questionnaires and interviews to employees. Based on the results of data analysis, discussion, and data processing in this study, it can be concluded that the training carried out at Swiss-belhotel Harbourbay Batam has a positive and significant effect on the performance of housekeeping employees.

ANALISIS KETERAMPILAN PRIBADI ROOM ATTENDANT UNTUK MENINGKATKAN KEPUASAN PENGUNJUNG THE GOLDEN BAY HOTEL BATAM Ridho As Shiddiqi; Supardi; Arina Luthfini Lubis
JURNAL MEKAR Vol. 2 No. 1 (2023): APRIL 2023
Publisher : Puslitabmas Batam Tourism Polytecnic

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59193/jmr.v2i1.159

The Golden Bay Hotel Batam is a four-star quality hotel, with world standards, located on Bengkong Laut Gold City in Batam. The hotel provides well-designed and comfortable rooms with wooden floors and city views, as well as a variety of additional facilities and activities to make visitors' stay more enjoyable. The cleaners are always impressed with the cleanliness of The Golden Bay Batam Hotel. This section is responsible for keeping the entire hotel environment clean, nice and tidy both inside and outside. Service presence, followed by friendliness and seamlessly provided facilities, drives a sense of satisfaction among guests, so that they come back for more. Soft skills, play an important role in the workplace as they are internal qualities that people have. Several concerns have been raised by visitors in tripadvisor comments, including displeasure with the performance of the room attendants. Some of the visitors' complaints on TripAdvisor are about unpleasant workers, sluggish service, and problems with accommodation. Based on the conclusions from the data obtained from interviews with three respondents about the soft skills of room attendants at The Golden Bay Hotel Batam, communication soft skills are the most important requirement. Meanwhile, compared to communication soft skills, emotional soft skills and critical thinking are the least needed. Because not all room attendants pay attention to visitors while carrying out their duties, guests complain. Room attendants should pay more attention to how important client preferences are at The Golden Bay Hotel Batam to increase visitor satisfaction. Room staff must also be aware of work support equipment that is no longer suitable for its purpose and must be updated so that it does not damage itself. To communicate with foreign tourists, flight attendants must master many languages. Communication indicators have developed into soft skills that play an important role in increasing visitor satisfaction.

PERANAN ROOM ATTENDANT DALAM UPAYA MENINGKATKAN PELAYANAN TERHADAP TAMU DI HOTEL GOLDEN VIEW Jefri; Supardi; Lubis, Arina Luthfini
JURNAL MEKAR Vol. 2 No. 1 (2023): APRIL 2023
Publisher : Puslitabmas Batam Tourism Polytecnic

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59193/jmr.v2i1.150

As an effort to develop special tourist attractions in the hotel industry to increase tourist attractiveness in Batam City, in producing goods and services for the needs of tourists according to these tourism destinations. The hotel industry has broad categories within the field of tourism specifically in the field of tourism which include lodging, food and beverage services, event planning, amusement parks and travel. A guest room (Room) is an important thing in hospitality and is the thing most sought after by local and foreign tourists, therefore the role of a Room Attendant is so important in maintaining cleanliness and quality so as to improve service to guests at the Golden View Hotel. This research was conducted at the Golden View Hotel Batam using qualitative research methods. Data collection techniques were carried out by interviewing 5 informants who were housekeeping employees. The data analysis technique used is data reduction, data display and data verification.

KINERJA KARYAWAN DEPARTEMEN HOUSEKEEPING DI SWISS-BELHOTEL HARBOR BAY BATAM HASIL PELATIHAN KERJA Parhusip, Febri Ana; Lubis, Arina Luthfini; Wibowo, Andri
JURNAL MEKAR Vol. 2 No. 1 (2023): APRIL 2023
Publisher : Puslitabmas Batam Tourism Polytecnic

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59193/jmr.v2i1.153

Tourism is the 3rd largest foreign exchange earner in Indonesia. Tourism in Batam City is well known at the international and national levels. Batam City itself has an increase in tourist rates of 44.35 in 2020 and 49.15 in 2021 according to (BPS, 2021). This is also very influential on the hospitality industry in Indonesia, the opportunity to build a business, especially in the hospitality industry, will greatly assist tourism travel activities in Indonesia. Housekeeping or hotel housekeeping is one of the departments that has a very important role in providing services to guests, especially in providing cleaning services, tidiness and completeness of items in guest rooms (Polii and Towoliu, 2018). In general, there is a decrease in performance which is suspected to be due to the inconsistent work training conducted at Swiss-belhotel Harbor Bay Batam and the decrease in employee motivation is influenced by several factors ranging from the level of work difficulty, skill objects, promotion opportunities, employee salaries and also appreciation of employee performance. impact on employee performance. The design of this research uses a quantitative research approach. In this study, the entire population of Swiss-belhotel Harbor Bay Batam housekeeping employees was used, totaling 18 employees. Data collection was carried out by distributing questionnaires and interviews to employees. Based on the results of data analysis, discussion, and data processing in this study, it can be concluded that the training carried out at Swiss-belhotel Harbourbay Batam has a positive and significant effect on the performance of housekeeping employees.

ANALISIS KETERAMPILAN PRIBADI ROOM ATTENDANT UNTUK MENINGKATKAN KEPUASAN PENGUNJUNG THE GOLDEN BAY HOTEL BATAM As Shiddiqi, Ridho; Supardi; Lubis, Arina Luthfini
JURNAL MEKAR Vol. 2 No. 1 (2023): APRIL 2023
Publisher : Puslitabmas Batam Tourism Polytecnic

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59193/jmr.v2i1.159

The Golden Bay Hotel Batam is a four-star quality hotel, with world standards, located on Bengkong Laut Gold City in Batam. The hotel provides well-designed and comfortable rooms with wooden floors and city views, as well as a variety of additional facilities and activities to make visitors' stay more enjoyable. The cleaners are always impressed with the cleanliness of The Golden Bay Batam Hotel. This section is responsible for keeping the entire hotel environment clean, nice and tidy both inside and outside. Service presence, followed by friendliness and seamlessly provided facilities, drives a sense of satisfaction among guests, so that they come back for more. Soft skills, play an important role in the workplace as they are internal qualities that people have. Several concerns have been raised by visitors in tripadvisor comments, including displeasure with the performance of the room attendants. Some of the visitors' complaints on TripAdvisor are about unpleasant workers, sluggish service, and problems with accommodation. Based on the conclusions from the data obtained from interviews with three respondents about the soft skills of room attendants at The Golden Bay Hotel Batam, communication soft skills are the most important requirement. Meanwhile, compared to communication soft skills, emotional soft skills and critical thinking are the least needed. Because not all room attendants pay attention to visitors while carrying out their duties, guests complain. Room attendants should pay more attention to how important client preferences are at The Golden Bay Hotel Batam to increase visitor satisfaction. Room staff must also be aware of work support equipment that is no longer suitable for its purpose and must be updated so that it does not damage itself. To communicate with foreign tourists, flight attendants must master many languages. Communication indicators have developed into soft skills that play an important role in increasing visitor satisfaction.

ANALISIS KEPUASAN PENGUNJUNG PADA OBJEK WISATA PANTAI TANJUNG PINGGIR DI BATAM Nurliza; Wibowo, Andri; Lubis, Arina Luthfini
JURNAL MEKAR Vol. 2 No. 2 (2023): OKTOBER 2023
Publisher : Puslitabmas Batam Tourism Polytecnic

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59193/jmr.v2i2.238

Batam City, situated within the Riau Islands Province, serves not only as a gateway for international tourists entering Indonesia but also stands as the country's premier tourist destination. Offering a plethora of attractions, including its renowned beaches, Batam City draws both locals and tourists alike seeking leisure and relaxation. Among these, Tanjung Pinggir Beach in Sekupang district holds particular allure. To ensure sustained visitor interest, there is a need to enhance service quality to achieve optimum tourist satisfaction. Employing a qualitative descriptive research approach, data were gathered through various methods such as observation, interviews, documentation, library studies, and questionnaires. The study involved 20 respondents selected through full sampling. Findings revealed that 62% of visitors expressed satisfaction with the attractions, while 69% agreed on the accessibility. However, only 70% reported dissatisfaction with the amenities provided. Consequently, it is imperative for the management of tourist attractions to implement improvements to bolster visitor numbers.

STRATEGI PENINGKATAN SANITASI ROOM ATTENDANT UNTUK MENCIPTAKAN CITRA POSITIF PADA SAHID BATAM CENTER HOTEL & CONVENTION Fakhri, Nurul; Supardi; Lubis, Arina Luthfini
JURNAL MEKAR Vol. 2 No. 2 (2023): OKTOBER 2023
Publisher : Puslitabmas Batam Tourism Polytecnic

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59193/jmr.v2i2.244

Sanitation, which encompasses the maintenance of both personal and environmental cleanliness, serves as a pivotal measure in preventing the spread of diseases, particularly in communal settings such as the Sahid Batam Center Hotel & Convention. Within the context of this establishment, the focus of this study lies in investigating the sanitation management strategies employed by room attendants to bolster the hotel's favorable perception. Employing qualitative methodologies, the research involved in-depth interviews with key personnel from the housekeeping department, including the executive housekeeper, housekeeping supervisor, and room attendant, alongside soliciting feedback from a guest. The findings underscore the meticulous adherence to sanitation protocols and cleanliness standards as outlined in the Standard Operating Procedures (SOP). It becomes apparent that such stringent adherence not only mitigates the occurrence of undesirable incidents but also fosters an environment conducive to promoting positive perceptions of the Sahid Batam Center Hotel & Convention. Notably, guests' responses affirm the efficacy of these efforts, citing the establishment's commendable hygiene standards and the exemplary warmth exhibited by its staff towards patrons. This confluence of factors underscores the hotel's commitment to not only maintaining optimal cleanliness but also cultivating a hospitable ambiance that enhances its overall image.

PERAN KOMUNIKASI INTERPERSONAL FRONT OFFICE DALAM MENINGKATKAN PENGALAMAN TAMU DI ASIALINK HOTEL BY PRASANTHY BATAM Wulanda, Olivia Diva; Andri Wibowo; Lubis, Arina Luthfini; Fatimah, Zahara
JURNAL MEKAR Vol. 3 No. 1 (2024): APRIL 2024
Publisher : Puslitabmas Batam Tourism Polytecnic

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59193/jmr.v3i1.287

This study discusses the critical role of interpersonal communication carried out by the front office team in enhancing the guest experience at the Asialink Hotel in Batam. Through qualitative research methods, data were collected via interviews and direct observations of both front office staff and hotel guests. The findings reveal that effective and friendly communication from the front office not only strengthens relationships with guests but also significantly contributes to guest satisfaction and loyalty. These results underscore the essential nature of communication skills within the hospitality industry and highlight their impact on service quality. The study suggests that management should prioritize training programs focused on enhancing these skills to improve overall guest experience. Furthermore, the front office staff demonstrated high levels of empathy, showing keen sensitivity to guest needs and a proactive approach to addressing complaints. Their supportive and positive attitudes were evident as they responded to guest concerns with spontaneity and clarity, using polite language and maintaining friendliness while providing information. The staff's ability to offer relevant supporting information further enhances guest experience. Additionally, the study found that the front office staff exhibited fairness and equality in their service delivery, ensuring that all guests received consistent, high-quality service without discrimination. This comprehensive approach to communication highlights its vital role in the success of the hospitality industry.

KUALITAS KEBERSIHAN SEBAGAI STRATEGI DIFERENSIASI DALAM KEWIRAUSAHAAN HOTEL EKONOMIS DI BATAM Lubis, Arina Luthfini; Kurniawan, Adi
JURNAL MEKAR Vol. 4 No. 2 (2025): OKTOBER 2025
Publisher : Puslitabmas Batam Tourism Polytecnic

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59193/jmr.v4i2.449

Penelitian ini dilatarbelakangi oleh fenomena rendahnya tingkat okupansi pada Hotel 01 Batam yang berbanding terbalik dengan potensi daya tarik visual dan harga yang kompetitif. Meskipun hotel ini memiliki konsep tematik unik bertema Mesir kuno, sejumlah ulasan pelanggan menunjukkan keluhan terhadap aspek kebersihan dan kenyamanan fasilitas. Kondisi ini menimbulkan pertanyaan mengenai sejauh mana kualitas kebersihan berperan dalam menciptakan nilai pembeda bagi hotel ekonomis, serta bagaimana kepuasan pelanggan berperan dalam memperkuat hubungan tersebut. Oleh karena itu, penelitian ini bertujuan untuk menganalisis pengaruh kualitas kebersihan terhadap strategi diferensiasi, baik secara langsung maupun tidak langsung melalui kepuasan pelanggan sebagai variabel mediasi, dalam konteks kewirausahaan perhotelan di Batam. Penelitian ini menggunakan pendekatan kuantitatif dengan desain eksplanatori dan metode analisis Partial Least Squares Structural Equation Modeling (PLS-SEM) melalui perangkat lunak SmartPLS 4.0. Data diperoleh dari 75 responden yang merupakan tamu Hotel 01 Batam, dengan teknik pengambilan sampel accidental sampling. Instrumen penelitian berupa kuesioner tertutup dengan skala Likert lima poin, yang mengukur tiga konstruk utama: kualitas kebersihan, kepuasan pelanggan, dan strategi diferensiasi. Hasil analisis menunjukkan bahwa kualitas kebersihan berpengaruh positif dan signifikan terhadap kepuasan pelanggan, dan kepuasan pelanggan berpengaruh signifikan terhadap strategi diferensiasi. Selain itu, kualitas kebersihan juga memiliki pengaruh langsung yang signifikan terhadap strategi diferensiasi. Kesimpulan penelitian ini menegaskan bahwa kualitas kebersihan tidak hanya menjadi faktor layanan dasar, tetapi juga merupakan strategi kewirausahaan penting yang dapat meningkatkan kepuasan pelanggan sekaligus memperkuat nilai diferensiasi hotel ekonomis. Temuan ini memberikan implikasi bahwa manajemen hotel perlu menempatkan kebersihan sebagai elemen strategis dalam membangun keunggulan bersaing dan memperkuat citra merek hotel di pasar perhotelan yang kompetitif.

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