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All Journal Jurnal Bisnis Hospitaliti Journal of Hospitality Accommodation Management Jurnal Ilmiah Hospitality Management Jurnal Multidisiplin West Science
I Made Sucipta Adnyana
Politeknik Pariwisata Bali
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Klasifikasi Keluhan Tamu Mengenai Pelayanan Front Office di The Westin Resort Nusa Dua Bali Berdasarkan Ulasan pada Tripadvisor Putu Diana Ayu Pratiwi; I Gusti Ayu Putu Wita Indrayani; I Made Sucipta Adnyana
JURNAL BISNIS HOSPITALITI Vol 10 No 2 (2021): Jurnal Bisnis Hospitaliti
Publisher : Pusat Penelitian & Pengabdian kepada Masyarakat, Politeknik Pariwisata Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jbh.v10i2.620

Abstract

The purpose of this study is to discover the reasons and effects of recurring complaints based on the classification of guest complaints about Front Office services at The Westin Resort Nusa Dua Bali, in order to identify alternative methods to reduce the number of guest complaints. The data was gathered through documentation on TripAdvisor and an interview with the Front Office Manager, and the data analysis technique applied was descriptive qualitative. The analysis's findings revealed the reasons and consequences of guest complaints about Front Office services, which were classified into two categories: service-related complaints and attitudinal issues. Furthermore, the front office service procedures have not achieved 100 percent compliance with the SOP during the guest cycle. In the case of attitudinal complaints and service-related complaints, the reason of the complaints was determined as a disparity in SOP. This research was effective in enhancing comprehension of the reasons and effects of guest complaints regarding Front Office services on Online Travel Agents. Based on the research that has been conducted, suggestions should be addressed to hotel management as an alternate option to reduce problems that have occurred by enrolling in training.  
Preferensi tamu terhadap pelayanan Room Attendant di Doubletree by Hilton Johor Bahru pada masa pandemic covid -19 Ni Luh Somawati; Ni Nyoman Suci Arthini; I Made Sucipta Adnyana; Ni Ketut Iswarini
Journal of Hospitality Accommodation Management (JHAM) Vol. 1 No. 1 (2022): Journal of Hospitality Accommodation Management (JHAM)
Publisher : Program Studi Manajemen Divisi Kamar

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (483.137 KB) | DOI: 10.52352/jham.v1i1.715

Abstract

Guest preferences for room attendant services at Doubletree by Hilton Johor Bahru during the COVID-19 pandemic need to be detailed because of guest complaints that have been submitted via OTA. This complaint will have an impact on the hotel's image. This study aims to provide ideas and insights for decision makers in order to improve Room Attendant by understanding the preferences of guests staying at Doubletree Hotel.The type of data used by the writer is qualitative descriptive data and data collection techniques used ware documentation study and interviews. Data analysis techniques used to describe guest preference lists and guest reviews on the OTA for room attendant services with reference to hospitality, attraction, cleanliness, comfort, and safety at this hotel. Then analyzes preferences in the form of the most preffered reviews and the least preffered preference. In the research, it can be concluded that the reviews that appear the most are guests who like the room to be cleaned at breakfast, expect extra water and towels and the least preferred appears: does not like strong smells, guests prefer turn down service when guests are outside the room, and don't like the consistency of housekeeping and don't like the worn bed sheets.
EFEKTIVITAS PELATIHAN DALAM UPAYA MENINGKATKAN KUALITAS PELAYANAN BUTLER DI THE SEMAYA BALI I Made Sucipta Adnyana, SE.MM
Jurnal Ilmiah Hospitality Management Vol 4 No 2 (2014)
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (432.245 KB) | DOI: 10.22334/jihm.v4i2.58

Abstract

The training is aimed to know the effectiveness of a butler in order to increase service to guest. This research using technical or descriptive qualitative data explained which has been collected logically and accompanied by arguments to be a conclusion. Intrumen used in collecting data of a questionnaire that is to put the question to writing systematically the butler and analysis by the use of the scale based on an assessment likert scale. Overall ability of a butler included in the category of good enough. And training programs already run includes in good category. But there ' s some things to be stepped up, adding that the training the material to fit the needs of a butler.
Do Outstanding Employees Have More Responsibility in the Hotel? A Case Study in Moderation Effect Model at XYZ Hotel I Made Sucipta Adnyana; Ni Desak Made Santi Diwyarthi; Nyoman Gede Mas Wiartha; Nyoman Reni Ariasri; I Wayan Jata
Jurnal Multidisiplin West Science Vol 3 No 12 (2024): Jurnal Multidisiplin West Science
Publisher : Westscience Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/jmws.v3i12.1839

Abstract

This study aims to analyze the relationship between educational background, work experience, and employee performance in the Room Division Department, consisting of 55 employees, 30 of whom are categorized as outstanding employees. The research examines the role of education and experience in exceptional performance and identifies key indicators of high-performing employees, such as high dedication, strong problem-solving abilities, initiative, and teamwork. The results show that employees with higher education and experience tend to exhibit outstanding performance, supporting human capital and job performance theories. This study contributes new insights into the diversity of backgrounds and optimal performance in the hospitality industry.
Co-Authors I Gusti Ayu Putu Wita Indrayani Jata, I Wayan Maswiartha, Nyoman Gede Ni Desak Made Santi Diwyarthi Ni Ketut Iswarini Ni Luh Somawati Ni Nyoman Suci Arthini Putu Diana Ayu Pratiwi Reni Ariasri, Nyoman