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All Journal Jurnal Jurusan Perhotelan (D3) Daya Saing : Jurnal Ilmu Manajemen IJoLE: International Journal of Language Education Journal of Economic, Bussines and Accounting (COSTING) International Journal of Community Service Learning Widya Akuntansi dan Keuangan Prospek: Jurnal Manajemen dan Bisnis Jurnal Manajemen Perhotelan dan Pariwisata ARSY : Jurnal Aplikasi Riset kepada Masyarakat ProBisnis : Jurnal Manajemen
I Putu Gede Parma
Universitas Pendidikan Ganesha
Religion Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Journal : Jurnal Manajemen Perhotelan dan Pariwisata

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KUALITAS PELAYANAN DALAM MENINGKATKAN KEPUASAN TAMU DI CLUB LOUNGE PADMA RESORT LEGIAN, BALI Marthasaputra, Nova Bagus; Andayani, Ni Luh Henny; Parma, I Putu Gede
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 2 (2025): Jurnal Manajemen Perhotelan dan Pariwisata
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i2.100517

Abstract

This study aims to describe the quality of service in improving guest satisfaction at Club Lounge Padma Resort Legian using qualitative methods. The discussion of the study leads to an explanation related to important factors in the service provided in improving the quality of service and guest satisfaction and what efforts need to be made to maintain the quality of service and guest satisfaction. The data collection methods used in this study were interviews, observations, and documentation. Interviews were conducted with staff, and using guest comment data. the results of this study indicate that by implementing important elements of service quality in accordance with the established SOP but there are still reviews of services and facilities that are considered lacking according to guests, further efforts that need to be made are to provide routine training to improve communication, friendliness and technical skills and plan routine evaluation briefing strategies and add facilities and improve the quality of food and beverages. Friendliness, politeness, responsiveness to guest needs, providing guarantees to guests, and staff reliability are important factors in service quality.
Co-Authors Andayani, Ni Luh Henny Ayu Trisnadewi, Ni Kadek Dewa Putu Ramendra Dewantara, Kadek Andre Karisma Dewi, Luh Putu Triyanti Ariestiana Dwi Ariawan, I Kadek Budi Gede Hendri Ari Susila Heryanda, Komang Krisna I Komang Amerta Sedana I Nyoman Laba Jayanta I Putu Agus Adnyana I Wayan Suwendra Ida Ayu Putu Mega Pramita Ida Ayu Putu Padma Sri Wahyuni Wahyuni Isni Tarwiyah Kadek Mega Oktaviyani Komang Krisna Heryanda Laba, I Nyoman Machrup Syariffudin Marthasaputra, Nova Bagus Nanda Putri Savira Oktaviyani, Kadek Mega Permana, I Gede Yoga Permoni, Ni Luh Eka Ayu Pramita, Ida Ayu Putu Mega Putra, Rizky Andika Putu Adi Krisna Juniarta Putu Berliana Olivia Nirmala Yanthi Putu Indah Rahmawati Putu Kerti Nitiasih Rizky Andika Putra Sari, Ketut Serliana Purnama Syariffudin, Machrup Tantri, Ade Asih Susiari Tarayani, Ketut Peni Wahyuni, Ida Ayu Putu Padma Sri Wahyuni Yanthi, Putu Berliana Olivia Nirmala