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Journal : Dharma Ekonomi

Optimalisasi Penerapan Standard Operating Procedure (SOP) dalam Meningkatkan Pelayanan Front Office Department di Four Star By Trans Hotel, Renon, Bali Ni Luh Putu Sri Antari; Trianasari Trianasari; Luh Putu Triyanti Ariestiana Dewi
Dharma Ekonomi Vol. 32 No. 1 (2025): DHARMA EKONOMI
Publisher : sekolah Tinggi Ilmu Ekonomi Dharmaputra Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59725/de.v32i1.291

Abstract

This study was conducted at Four Star by Trans Hotel, Renon, Bali which discussed the Optimization of the implementation of standard operating procedures (SOP) in improving front office department services. The purpose of this study was to determine the implementation of Front Office SOPs at Four Star by Trans Hotel and how SOPs can improve service quality. Researchers used primary and secondary data to support this study. Data collection techniques used were observation, interviews and document studies. The method used was a qualitative descriptive method. The results of the study showed that the front office (bellboy, reservation, telephone operator, receptionist) had implemented existing SOPs and had provided the best service to guests, but not optimally, due to several reasons, one of which was the lack of front office staff. The dimensions used as a reference to measure how SOPs are implemented by the front office include reliability, responsiveness, certainty or guarantee, empathy, tangibles.
Co-Authors A.A. Ngr. Yudha Martin Mahardika Adnyaswari, Ni Putu Andi Subhan Amir, Andi Subhan Andiani, Ni Made Nur Ayu Ani, Ni Komang Santi Apriani Nurlaela Aprilia, Desak Made Siwi Reva Aprilia, Tika Arisandi, Kadek Dwi Arisanti, Ni Putu Hertina Artawan, Komang Agus Aulia, Vidia Ayustini, Putu Esa Bantara, Ana S Bariocha Benaya Brendana Putra Bidari, Ni Putu Intan Budiarsana, Kadek Cahaya, Nur Damayanti, Desak Made Chita Budi Desak Made Chita Budi Damayanti Desak Made Siwi Reva Aprilia Desy Cahyani Lari Dina Isana Dewi, Brigitta Dwi Ramadhani DWI RAMADHANI Febriyanthi, Putu Wina Fridayana Yudiaatmaja Gede Aditya Nareswara Gede Astutiyasa Gede Parma Gede Rendrawan Rendrawan Gresika, Putu Tirza Hasri Hasri I Gede Bobi Suryano I Gede Putra Nugraha I Gede Putu Suarmadi I Nengah Suarmanayasa I Wayan Bagia I Wayan Widiantara Ida Ayu Komang Putri Mayuni Devi Ilvan, Ilvan Irwansyah, Rudi Kadek Dwi Arisandi Kadek Restu Sidiarta Kadek Santi Rahayu Kadek, Kadek Agus Hendriawan Laksana, Ida Bagus Adi Laksmi, Made Sri Lin, Yao Lu Ao Luh Putu Triyanti Ariestiana Dewi M. Rudi Irwansyah Made Aristia Prayudi Made Sri Laksmi Made Sri Rejeki Arthasari Made Suwandewi Made Windu Antara Kesiman Mahardika, A.A. Ngr. Yudha Martin Mahendra, Ida Wayan Mayuni Devi, Ida Ayu Komang Putri Mertasih, Komang Lenni Nareswara, Gede Aditya Ni Kadek Sinarwati Ni Kadek Swandayani Ni Ketut Piska Pebrianti Ni Komang Dharmi Yudhi Utami Ni Komang Santi Ani Ni Luh Henny Andayani Ni Luh Putu Eka Pradnyawati Ni Luh Putu Sri Antari Ni Luh Wayan Sayang Telagawathi Ni Made Ary Widiastini Ni Made Dwi Arini Ni Made Suci Ni Nyoman Parwati Ni Nyoman Srutiningsih Ni Putu Darma Yanti Niluh Dewi Niluh Kurnia Dewi Pratami Niluh Kurnia Dewi Pratami, Niluh Dewi Nosita, Nosita Nurlaela, Apriani Nyoman Dini Andiani Pebri Saniantara Pebrianti, Ni Ketut Piska Pongdatu, Merry Pradhana, I Made Aswin Pratama, Ida Bagus Gede Yogi Wisma Prisetiawan, Ariel Putra, Ida Bagus Putu Dhiratsaha Adi Putu Ayu Lalita Srivisakha Putu Eka Kusumayani Putu Gede Parma Putu Gede Parma Putu Indah Rahmawati Putu Nata Kusuma Putu Satcitanandadewi Putu Tirza Gresika Putu Widiastuti Rahmadani, Sahbila Zahra Rahutama Atidira Rendrawan, Gede Rendrawan Selsiawati, Indar Sidiarta, Kadek Restu Suarmadi, I Gede Putu SUGITA, Wayan Telagawati , Ni Luh Wayan Sayang Varicela, Nesda Vidia Aulia Wayan Cipta Wendy, Komang Widiantara, I Wayan Widiastuti, Putu Yanti, Ni Putu Darma