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All Journal Publikasi Pendidikan Lingua Cultura al-Afkar, Journal For Islamic Studies FaST : Jurnal Sains dan Teknologi JURNAL PENDIDIKAN TAMBUSAI Ensiklopedia of Journal J-Dinamika: Jurnal Pengabdian Kepada Masyarakat Prologia Poltekita : Jurnal Ilmu Kesehatan CIVITAS (JURNAL PEMBELAJARAN DAN ILMU CIVIC) Jurnal Manajemen Pelayanan Hotel EKOTONIA: Jurnal Penelitian Biologi, Botani, Zoologi dan Mikrobiologi Journal of Computer, Electronic, and Telecommunication (COMPLETE) Jurnal Teropong Pendidikan Journal Peqguruang: Conference Series International Journal of Research in Education (IJRE) Prosiding Konferensi Nasional PKM-CSR JUrnal Riset Ilmu Pendidikan Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Jurnal Indonesia Sosial Sains Eduvest - Journal of Universal Studies Jurnal Pengabdian Kepada Masyarakat Meambo Jurnal Mahasiswa Pendidikan Jurnal Ilmiah Ekonomi Terpadu
Junita Junita
English Department, Faculty of Humanities, Bina Nusantara University Jln. Kemanggisan Ilir III No. 45, Palmerah – Kemanggisan, Jakarta Barat 11480
Religion Aerospace Engineering Agriculture, Biological Sciences & Forestry Arts Humanities Astronomy Biochemistry, Genetics & Molecular Biology Chemistry Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Immunology & microbiology Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mathematics Medicine & Pharmacology Neuroscience Nursing Physics Public Health Social Sciences Other

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Journal : Jurnal Manajemen Pelayanan Hotel

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The Role of Whatsapp Business Application in Improving the Service Performance of Front Office Staff of Four Points By Sheraton Hotel Batam Junita, Junita; Sukmamedian, Haufi; Lubis, Arina Luthfini; Supardi, Supardi
Jurnal Manajemen Pelayanan Hotel Vol 8 No 2 (2024): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/jmph.080207

Abstract

Effective communication is crucial in the hospitality industry, yet there remain gaps in understanding how digital tools influence service quality and guest satisfaction. This study investigates the impact of WhatsApp Business on communication practices and service delivery at Four Points by Sheraton Batam. With the rapid evolution of technology, the hospitality sector must adapt to meet contemporary guest expectations. Utilizing a qualitative research approach, data were gathered through in-depth interviews and observations of staff and guest interactions over a three-month period. Findings reveal that WhatsApp Business significantly enhances responsiveness, streamlining communication between staff and guests. Staff reported that the application facilitated quicker resolutions of guest requests and complaints, ultimately contributing to a more positive overall experience. Moreover, the study found that effective use of WhatsApp Business improved accessibility, making it easier for guests to voice their needs. While these results are promising, the research also highlights that factors such as staff training, management commitment to customer service, and existing operational protocols play critical roles in determining overall service quality. This study underscores the relevance of integrating digital communication tools within the hospitality sector and provides insights applicable to other service-oriented fields, including school counseling. In conclusion, the adoption of digital tools like WhatsApp Business can substantially elevate guest experiences, aligning with contemporary expectations in the digital age. However, limitations such as a small sample size and the focus on a single hotel indicate the need for further research to explore the long-term effects of digital communication tools in enhancing service quality within the hospitality industry.
Co-Authors A.R, M. Gracio Akhmad Aidil Fitra Alisman, Alisman Alpatihah, Inayah Anjar, Agus Basri Basri Bayu Wahyudi Berti Anggraini, Rima Bryant Tigor Pasaribu, Joseph Candy, Candy da Silva, Anna Daulay, Ahmad Sadikin Dewi, Vivianti Erdiansyah, Rezi Handayani, Gusti Lestari Harahap, Ahmad Ariansyah Wafi Harahap, Siti Holiza Henny Helmi Hennyta, Violent Henri P. Uranus Iksarudin, Iksarudin Innocentius Bernarto, Innocentius Insan Suwanto Juliani, Intan Kanalebe, Herman Karina Karina Lubis, Arina Luthfini Mangunsong, Rianto Manurung, Evi Prbrianti Br Marincan Pardede Marleni, Wisuda Andeka Meilando, Rizki Muhammad Sarjan Octaviani, Selly Patwal, Anurada Prafo, Salfatore Yan Pratama, Austin Darian Pratama, Chuan Razi, Pahrur Reka Lagora Marsofely Rini Setyowati, Rini Ritonga, Pirman Mulatua Riyanti Riyanti Rohani Manurung, Asima Rusmimpong Rusmimpong, Rusmimpong Setiadi, Nicholas Kevin Silaban, Andika Sipayung, Mario Asido Siregar, Marlina Siregar, Sarinah Siti Rohani Sukmamedian, Haufi Supardi Supardi Susanto, Kathleen Gabriella Sutari, Cici Tandi Rerung, Kartika Sari Tavian, Yugies Vebriani, Helly Wardana , Yuldha Aulia Putri Wiwik Andreani Yapply, Legolas Yulian, Dwi Heri