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All Journal JURNAL ILMU BUDAYA Pusaka : Journal of Tourism, Hospitality, Travel and Business Event Jurnal Kepariwisataan Indonesia: Jurnal Penelitian Dan Pengembangan Kepariwisataan Indonesia
Kurnia Yusniar Rahman
Politeknik Pariwisata Makassar
Arts Humanities Decision Sciences, Operations Research & Management Environmental Science Languange, Linguistic, Communication & Media Other

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ADAPTASI KEBIASAAN BARU GUEST SERVICE AGENT DI MASA PANDEMI COVID 19 PADA HOTEL BERBINTANG DI SULAWESI SELATAN Kurnia Yusniar Rahman
JURNAL ILMU BUDAYA Vol. 9 No. 2 (2021): Jurnal Ilmu Budaya
Publisher : Universitas Hasanuddin

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34050/jib.v9i2.18576

Abstract

This study aims to (1) find out the services of guest service agents during the Covid 19 Pandemic and (2) assess the readiness of adaptation to new habits of guest service agents in the Covid 19 Pandemic Period at five-star hotels in South Sulawesi. Collecting data from this study was carried out using the following techniques: interviews, documentation, and observation, and data analysis was carried out using descriptive qualitative methods. The results of this study indicate that the service of guest service agents during the new normal period in several hotels is good, but the readiness of officers and the provision of facilities is not yet fully implemented as seen from the Guidelines for the Implementation of Hygiene, Health, Safety, and Environmental Sustainability or what is usually called the Cleanliness Implementation Guidelines, Health, Safety and Environmental Sustainability (CHSE) in implementing health protocols.
Kelayakan Operasional Hotel Nonbintang di Sulawesi Selatan Daniel Adolf Ohyver; Nursjam Nursjam; Kurnia Yusniar Rahman
Pusaka: Journal of Tourism, Hospitality, Travel and Business Event Vol 2 No 1: Februari – Juli 2020
Publisher : Politeknik Pariwisata Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (457.972 KB) | DOI: 10.33649/pusaka.v2i1.38

Abstract

This research aims to know the condition of non-star hotels in relation to product, service and management aspects. In addition, this research was also carried out with the intention of evaluating the feasibility of operating non-star hotels in South Sulawesi. This type of research is applied research with a qualitative approach. Information is obtained through observation using check lists, interviews, and documentation in the form of assessment guidelines. Determination of informants was taken in 10 regions with a total of 56 hotels, each hotel has one informant, plus 10 informants from the Regional Tourism Office, so the number of informants became 66 people. The analysis technique used is descriptive analysis. The results showed that, of the 56 non-starred hotels studied there were 23 that were less feasible, 19 were feasible and 14 were very feasible.
HOTEL MARKETING INNOVATION STRATEGY IN TOURISM RECOVERY AFTER COVID 19 PANDEMIC Kurnia Yusniar Rahman; Hamsu Hanafi; Sudarmi Sudarmi
JURNAL ILMU BUDAYA Vol. 10 No. 2 (2022): Jurnal Ilmu Budaya
Publisher : Universitas Hasanuddin

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34050/jib.v10i2.24492

Abstract

This research was conducted in three locations, namely hotels in Makassar, Bali, and Jakarta. This study aims to see the marketing innovation strategies carried out by the three hotels in tourism recovery after the Covid-19 pandemic. The research method used is the Mix method with SWOT analysis. Based on the results of the study, it was found that promotions carried out through advertisements in newspapers, magazines, the internet, radio, and environmental activities themselves were quite good. carry out various innovations in terms of management, especially in the field of computerization related to finance and also employees. In addition, the hotel also reduces the number of employees. Reduction of employee salaries, Implementation of the CHSE protocol, Promotion through the E-Commerce platform, Recruitment of employees carried out online, Use of daily labor, Making the hotel a stay facility for OTG, Providing training and self-development for Hotel HR, Afand fordable pricing.
Property Management Systems And Hotel Employee Performance In South Sulawesi: The Mediating Role Of System Benefits Kurnia Yusniar Rahman; Herry Rachmat Widjaja; Ilham Junaid; Muaz Azinuddin
Jurnal Kepariwisataan Indonesia: Jurnal Penelitian dan Pengembangan Kepariwisataan Indonesia Vol. 20 No. 1 (2026): JKI Edisi Juni 2026
Publisher : Ministry of Tourism Republic of Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47608/jki.v20i12026.1-20

Abstract

The rapid digitalization of the hotel industry has accelerated the adoption of Property Management Systems (PMS), which promise to improve operational efficiency and service delivery. Despite this, many hotels have not been able to fully translate PMS effectiveness into improved employee performance because the practical benefits perceived by employees are often overlooked. Previous studies have largely emphasized the direct effects of information systems on performance, while less attention has been allocated to the underlying mechanisms explaining how PMS effectiveness contributes to employee work outcomes. Therefore, this study aims to examine the interrelationship between PMS effectiveness, system benefits, and employee performance quality, with particular focus on the mediating role of system benefits. Using a quantitative approach, data were collected from 170 guest service agents employed in star-rated hotels in South Sulawesi, Indonesia. These data were analyzed using Partial Least Squares Structural Equation Modelling (PLS-SEM). The findings reveal that PMS effectiveness has a significant positive effect on both system benefits and employee performance quality. More importantly, system benefits have been found to significantly mediate the relationship between PMS effectiveness and employee performance, indicating that the successful translation of technological effectiveness into work quality depends on the extent to which employees experience practical operational benefits from the system. Unlike previous hospitality technology studies, which have primarily examined direct relationships between information systems and employee outcomes, this study conceptualizes system benefits as a distinct operational mechanism through which PMS effectiveness translates into employee performance quality. This approach extends existing technology acceptance and information systems success perspectives by emphasizing employee-perceived operational value rather than system usage alone. In addition, this study provides empirical evidence from the underexplored context of developing tourism regions and mid-scale hotels, while offering practical implications for optimizing PMS implementation to enhance workforce productivity and service quality. Nevertheless, the findings should be interpreted with caution, because the study relies on self-reported cross-sectional data collected from guest service agents working in three-star and below hotels in South Sulawesi. This factor limits causal inference and generalizability.
Co-Authors Hamsu Hanafi, Hamsu Herry Rachmat Widjaja Ilham Junaid Muaz Azinuddin Nursjam Nursjam Ohyver, Daniel Adolf Sudarmi Sudarmi