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Analisis Keluhan dan Cara Penanganan Keluhan di Hotel Bintang 5 Angela, Veren Caroline; Sanjaya, I Wayan Kiki; Praminatih, Gusti Ayu
Jurnal Ilmiah Pariwisata dan Bisnis Vol. 4 No. 3 (2025): Jurnal Ilmiah Pariwisata dan Bisnis Maret 2025
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/paris.v4i3.943

Penelitian ini bertujuan untuk mengklasifikasikan keluhan berdasarkan karakteristiknya dan mengkaji bagaimana penanganan keluhan oleh pihak hotel di hotel Westin Nusa Dua Bali untuk mengetahui penyebab terjadinya keluhan dan solusi penanganan keluhan tersebut agar dapat mengurangi keluhan. Studi ini juga menganalisis keluhan dan cara menangani keluhan. Penelitian ini menggunakan metodologi kualitatif deskriptif. Informasi dikumpulkan melalui observasi pada situs web TripAdvisor dan berbicara dengan manajer Front Office. Temuan penelitian ini menunjukkan bahwa ada lima kategori keluhan yaitu, mechanical, attitudinal, service-related, unusual dan emotional complaint. Temuan penelitian ini menganalisis bagaimana penanganan pengaduan yang dapat dibagi menjadi dua kategori, yaitu online dan secara langsung. Untuk keluhan online, respon cepat dan kompensasi alternatif dapat membantu tamu yang sudah check out meredakan emosinya, sedangkan untuk tamu yang masih di hotel dapat dilakukan pendekatan langsung dan dapat diberikan kompensasi yang sesuai. Dengan menawarkan renewing element dan melakukan service recovery sesuai dengan SOP yang telah ditetapkan, pengaduan dapat segera ditangani. Menurut temuan penelitian, penerapan SOP hotel Westin Nusa Dua Bali di bawah standar, dan sejumlah fasilitasnya tidak beroperasi dengan baik, yang menjadi alasan utama keluhan terkait masalah mekanis dan terkait layanan. Studi ini juga menemukan keluhan emosional tertentu yang disampaikan oleh klien FIT yang menerima pelayanan di bawah standar karena anggota staf dianggap lebih peduli terhadap pengunjung grup. Kompensasi yang ditawarkan sejauh ini cukup memadai, namun pihak hotel harus mempercepat waktu yang dibutuhkan untuk menanggapi keluhan dan menawarkan pelatihan yang lebih menyeluruh kepada anggota staf untuk membantu mereka menjalankan SOP dengan lebih efektif. This study aims to classify complaints based on their characteristics and examine how complaints are handled by the hotel at the Westin Nusa Dua Bali hotel in order to identify the causes of complaints and solutions for handling these complaints in order to reduce complaints. The study also analyses complaints and how to handle complaints. Complaints at the Westin Nusa Dua Bali hotel have lasted for a while. Using a descriptive qualitative methodology, this study. The information was gathered through looking over the TripAdvisor website and speaking with the front office manager. The findings of this study demonstrate that there are five different categories of complaints, including mechanical, service-related, attitude-related, atypical, and emotional complaints. The findings of this study analyse how to handle complaints that can be divided into two categories, namely online and in person. For online complaints, a quick response and alternative compensation can help guests who have already checked out by relieving their emotions, whereas for guests who are still at the hotel, a direct approach can be made and appropriate compensation can be given. By offering renewable resources and carrying out service recovery in line with established SOPs, complaints are dealt with immediately. According to the study's findings, the Westin Nusa Dua Bali hotel's SOP implementation was subpar, and a number of its facilities weren't fully operational, which was the main reason for complaints about both mechanical and service-related issues. The study also discovered a particular emotional complaint brought up by FIT clients receiving subpar service cycles since staff members were thought to care more towards group visitors. The compensation offered thus far has been pretty adequate, however the hotel should speed up the time it takes to respond to complaints and offer more thorough training to staff members to help them carry out SOPs more effectively.

Adjectival Collocations of The Word Bali in The Western Movies: Evidence from Three Corpora Gusti Ayu Praminatih; Dika Pranadwipa Koeswiryono
Aksara Vol 35, No 2 (2023): Aksara, Edisi Desember 2023
Publisher : Balai Bahasa Provinsi Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29255/aksara.v35i2.4137.307--318

Adjectival collocation could depict the representation of things, such as place and individuals, i.e., a particular group, ethnicity, or community. While extensive studies on adjectival collocation and representation have been conducted in the Western context, only a few studies exist to explore a specific place in Southeast Asia. Consequently, this study aims to explore the adjectival collocation and representation of the word Bali from the Western perspective through its movies. To achieve the study’s objectives, a corpus linguistics approach was applied by utilizing three English corpora: The TV Corpus (TV), The Movie Corpus (Movies), and the Corpus of American Soap Opera (Soap), where the highest adjectival collocations from each corpus were collected to scrutinize context and representation. The findings of this study revealed that the adjectival collocations of the three corpora demonstrated five critical representations of the word Bali in Western movies: tourism, religion, history, terrorism, and crime. Further, the adjectival collocation of the word Bali represented the island as an exotic tourist destination with unique local beliefs and a long history. The word Bali was also represented to experience terrorist attacks and drug smuggling cases that made headlines nationally and internationally. The representations of the word Bali in Western movies adhered to events that significantly affected the island. AbstrakKolokasi adjektiva dapat menggambarkan representasi suatu hal, seperti tempat dan orang, yang terdiri atas kelompok, etnis, atau komunitas tertentu. Meskipun studi ekstensif mengenai kolokasi adjektiva dan representasi telah dilakukan dalam konteks Barat, hanya sedikit studi yang mengeksplorasi suatu tempat tertentu di Asia Tenggara. Oleh karena itu, penelitian ini bertujuan untuk mengeksplorasi kolokasi adjektiva dan representasi kata Bali dari sudut pandang Barat melalui film. Untuk mencapai tujuan penelitian, pendekatan linguistik korpus diterapkan dengan menggunakan tiga korpora bahasa Inggris: TV Corpus (TV), The Movie Corpus (Movies), dan Corpus of American Soap Opera (Soap). Kolokasi adjektiva tertinggi dari tiap-tiap korpus dikumpulkan untuk meneliti konteks dan representasi. Temuan dari penelitian ini mengungkapkan bahwa kolokasi adjektiva dari ketiga korpora tersebut menunjukkan lima representasi kritis dari kata Bali dalam film Barat: pariwisata, agama, sejarah, terorisme, dan kriminalitas. Kolokasi adjektiva dari kata Bali merepresentasikan pulau ini sebagai tujuan wisata eksotis dengan kepercayaan lokal yang unik dan sejarah yang panjang. Selanjutnya, kata Bali juga direpresentasikan mengalami serangan teroris dan kasus penyelundupan narkoba yang menjadi berita utama secara nasional dan internasional. Representasi kata Bali dalam film Barat sejalan dengan peristiwa yang secara signifikan mempengaruhi pulau ini.

Pengaruh Sequence of Service Terhadap Kepuasan Tamu Di Tavernetta Vail Pradnya, Ni Luh Ketut Kirana Dewi; Praminatih, Gusti Ayu
Jurnal Ilmiah Pariwisata dan Bisnis Vol. 4 No. 10 (2025): Jurnal Pariwisata dan Bisnis Internasional
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/paris.v4i10.1141

Penelitian ini bertujuan untuk menganalisis penerapan sequence of service oleh waitress serta efektivitasnya dalam meningkatkan kepuasan tamu di Tavernetta Vail, sebuah restoran Italia mewah yang berlokasi di Four Seasons Resort Vail, Colorado. Latar belakang penelitian ini dilandasi oleh pentingnya kualitas layanan dalam industri perhotelan, khususnya pada aspek pelayanan makanan dan minuman yang secara langsung memengaruhi pengalaman dan loyalitas pelanggan. Metode penelitian yang digunakan adalah pendekatan kuantitatif dengan jenis penelitian deskriptif asosiatif. Data diperoleh melalui penyebaran kuesioner kepada 30 tamu restoran serta observasi langsung terhadap perilaku waitress selama melayani. Hasil penelitian menunjukkan bahwa sebagian besar waitress telah menerapkan urutan pelayanan sesuai standar, mulai dari penyambutan, pemberian rekomendasi menu, hingga penyajian makanan. Namun, ditemukan beberapa aspek yang masih perlu ditingkatkan, seperti konsistensi dalam menjelaskan pesanan dan penataan peralatan saat jam sibuk. Uji regresi sederhana menunjukkan adanya pengaruh signifikan antara penerapan sequence of service terhadap kepuasan tamu, yang ditunjukkan dengan nilai koefisien positif. Temuan ini menegaskan bahwa kualitas pelayanan waitress yang sesuai prosedur dapat meningkatkan kenyamanan tamu, memperkuat citra restoran, serta mendorong tingkat rekomendasi dari pelanggan. Penelitian ini diharapkan menjadi acuan strategis bagi pihak manajemen restoran dalam menyusun pelatihan pelayanan yang berkelanjutan dan berbasis pengalaman tamu. This study aims to analyze the implementation of the sequence of service by waitresses and its effectiveness in increasing guest satisfaction at Tavernetta Vail, a luxury Italian restaurant located at the Four Seasons Resort Vail, Colorado. The background of this study is based on the importance of service quality in the hospitality industry, particularly in food and beverage service, which directly impacts customer experience and loyalty. The research method used was a quantitative approach with a descriptive associative approach. Data were obtained through questionnaires distributed to 30 restaurant guests and direct observation of waitress behavior during service. The results showed that most waitresses implemented the standard service sequence, from greeting and providing menu recommendations to serving food. However, several aspects were identified that needed improvement, such as consistency in explaining orders and arranging equipment during peak hours. A simple regression test showed a significant effect between the implementation of the sequence of service and guest satisfaction, as indicated by a positive coefficient value. These findings confirm that the quality of waitress service that follows procedures can improve guest comfort, strengthen the restaurant's image, and encourage customer recommendations. This research is expected to serve as a strategic reference for restaurant management in developing sustainable, experience-based service training.

From Corpus to Junior Dictionary: An Example of the Balinese Language Gusti Ayu Praminatih
Jurnal Kajian Bali (Journal of Bali Studies) Vol. 13 No. 1 (2023): Volume 13 No 1 April 2023
Publisher : Universitas Udayana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24843/JKB.2023.v13.i01.p03

Corpus has significantly contributed to dictionary-making. However, despite this high potential, scholars need to pay more attention to the benefits of corpus to junior dictionary development of Indonesia’s local language, i.e., the Balinese language. To fill this gap, the researcher built a 56590 word-sized corpus from the data obtained from published Balinese short stories and children’s songs. AntCont version 4.1.1 software was employed to retrieve words and collocations, focusing on selecting nouns for the junior dictionary entries. The study was the first of its kind to utilise corpus to design a junior dictionary for the Balinese language. Theoretically, this study significantly improved the design of a new corpus-based dictionary for junior users that entails unique and culturally bound words in Balinese. Practically, this study expands the number of dictionaries provided as a source for learning Balinese, primarily for junior users.

The animo Timpag people in the development of tourism villages in Bali I Wayan Kiki Sanjaya; Gede Yoga Kharisma Pradana; I Gusti Ayu Praminatih; Made Arya Astina; I Ketut Muliadiasa
Journal of Applied Sciences in Travel and Hospitality Vol. 7 No. 2 (2024): JASTH: Journal of Applied Sciences in Travel and Hospitality
Publisher : Unit Publikasi Ilmiah, P3M, Politeknik Negeri Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31940/jasth.v7i2.161-177

The goal of this study is to identify possible areas for tourism development in Tabanan Regency, Bali namely in Timpag Village. In Tabanan, It’s a relatively new tourist destination. The success of other tourists villages in Bali seem to inspire the Timpag villagers to enhance their tourism potential. This research aims to reveal the factors that make Timpag villagers interested in building a tourist village and inventory the tourism potential. Therefore, the sample is those selected in Timpag village by purposive sampling. The research was conducted using qualitative methods. Data was gathered through observations and literature reviews. Each data set was analyzed using qualitative techniques. This research found that animo as a social interest is an important factor in the development of tourist villages. The research findings indicate that: First, the Timpag people are eager to develop the village’s tourism potential and have shown social solidarity by prioritizing the creation of tourist infrastructures. Many forms of tourism solidarity were not caused by the role of the pokdarwis. The tourism animo has become a huge internal factor for the Timpag people for their tourism village; Second, Timpag Village has potential for natural tourism, cultural tourism, ecotourism, and special interest tourism. It has developed based on capital and social commitment based on their tourism animo. Some of the tourism potential hasn’t developed optimally due to the lack of support from pokdarwis, resistance from some Timpag communities, and lack of local government assistance for tourism development in Timpag village.

MOTIVASI DAN PERSEPSI PARTISIPAN MANCANEGARA DALAM KEGIATAN VOLUNTOURISM DI YAYASAN WIDYA GUNA DESA BEDULU Kresensia Yufarita Anderi; Ni Putu Dila Rossita Yanti; Gloria Adelvia Sangkalabu; Gusti Ayu Praminatih
Kepariwisataan: Jurnal Ilmiah Vol 20, No 1 (2026): Kepariwisataan: Jurnal Ilmiah
Publisher : Sekolah Tinggi Pariwisata Ambarrukmo Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47256/kji.v20i1.1046

AbstrakPerkembangan pariwisata modern menunjukkan adanya peralihan dari wisata yang berorientasi pada hiburan menuju wisata yang menekankan pengalaman serta nilai-nilai sosial, sehingga mendorong meningkatkan kunjungan wisatawan ke lembaga sosial sebagai bagian dari pariwisata yang inklusif dan berkelanjutan. Penelitian ini bertujuan untuk mengetahui motivasi, persepsi, dan segmentasi wisatawan mancanegara untuk datang ke Yayasan Widya Guna Bedulu, Gianyar. Penelitian ini menggunakan metode kualitatif dengan teknik pengumpulan data berupa observasi partisipatif, wawancara dan dokumentasi terhadap 15 wisatawan mancanegara dan pengelola Yayasan. Hasil penelitian menunjukkan bahwa kunjungan wisatawan mancanegara ke Yayasan tersebut dipengaruhi oleh motivasi internal (push) berupa nilai altruistik, pencarian makna, dan pengembangan diri, serta motivasi eksternal (pull) berupa pengalaman sosial inklusif, sistem Pendidikan terstruktur, dan lingkungan komunitas yang autentik. Persepsi wisatawan terbentuk melalui proses selektif sebelum, selama aktivitas berlangsung, dan setelah kunjungan sehingga menghasilkan pemaknaan positif terhadap konsep inklusivitas dan praktik sosial yang ditawarkan yayasan. Berdasarkan motivasi dan persepsi tersebut, wisatawan mancanegara dapat disegmentasikan secara psikografis dan perilaku, yang menegaskan bahwa Yayasan Widya Guna merupakan bentuk wisata berbasis nilai sosial, bukan sekadar wisata aktivitas. Penelitian ini menegaskan bahwa Yayasan Widya Guna berpotensi menjadi model wisata inklusif berbasis nilai sosial dan kemanusiaan. Hasil penelitian ini diharapka menjadi dasar pengoptimalisasian pengelolaan Yayasan Widya Guna terutama dalam pelayanan dan stategi komunikasi yang efektif dan hangat kepada para wisatawan mancanegara.Kata Kunci: Motivasi; Persepsi; Wisata Relawan; Yayasan Sosial; Perilaku WisatawanAbstractThe development of modern tourism reflects a shift from entertainment oriented tourism toward experience based tourism that emphasizes social values, leading to increased tourist visits to social institutions as part of inclusive and sustainable tourism. This study aims to analyze the motivations, perceptions, and segmentation of international tourists visiting the Widya Guna Foundation in Bedulu, Gianyar. A qualitative approach was applied using participant observation, interviews, and documentation involving 15 international tourists and the foundation’s management. The findings reveal that tourist visits are influenced by internal motivations (push factors), including altruistic values, the search for meaning, and self-development, as well as external motivations (pull factors), such as inclusive social experiences, a structured educational system, and an authentic community environment. Tourist’s perceptions are formed through selective processes before, during, and after the visit, resulting in positive interpretations of inclusivity and social practices. Based on these motivations and perceptions, international tourists can be segmented psychographically and behaviorally. The study concludes that the Widya Guna Foundation represents a form of value-based inclusive tourism grounded in social and humanitarian values. The results of this research are expected to be the basis for optimizing the management of the Widya Guna Foundation, especially in effective and warm communication services and strategies to foreign tourists.Keywords: Motivation; Perception; Volunteer Tourism; Social Foundation; Torism Behavior

From Corpus to Junior Dictionary: An Example of the Balinese Language Gusti Ayu Praminatih
Jurnal Kajian Bali (Journal of Bali Studies) Vol. 13 No. 1 (2023): Volume 13 No 1 April 2023
Publisher : Universitas Udayana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24843/JKB.2023.v13.i01.p03

Corpus has significantly contributed to dictionary-making. However, despite this high potential, scholars need to pay more attention to the benefits of corpus to junior dictionary development of Indonesia’s local language, i.e., the Balinese language. To fill this gap, the researcher built a 56590 word-sized corpus from the data obtained from published Balinese short stories and children’s songs. AntCont version 4.1.1 software was employed to retrieve words and collocations, focusing on selecting nouns for the junior dictionary entries. The study was the first of its kind to utilise corpus to design a junior dictionary for the Balinese language. Theoretically, this study significantly improved the design of a new corpus-based dictionary for junior users that entails unique and culturally bound words in Balinese. Practically, this study expands the number of dictionaries provided as a source for learning Balinese, primarily for junior users.

Shifting Speech Levels: Exploring Balinese Women’s Language in Inter-Caste Marriage Communication Contexts Gusti Ayu Praminatih
Jurnal Kajian Bali (Journal of Bali Studies) Vol. 11 No. 1 (2021): Volume 11 No. 1. April 2021
Publisher : Universitas Udayana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24843/JKB.2021.v11.i01.p04

The general aims of this article are to engage and make sense of the Balinese women’s narratives. It is a case study based on the narratives of two Balinese women with different caste-based social backgrounds. Inter-caste communication requires different levels of speech between interlocutors. Consequently, there are two main objectives of this article. Firstly, to explore how life events occurred during inter-caste marriages, and through the telling of these events, the informants determine their levels of speech. Secondly, to examine the identity constructed by the informants through the levels of speech. This article employed ethnographic research, narrative analysis, and sociolinguistics theory. In-depth interviews were conducted to gain meaningful stories narrated by the informants. This study revealed that Balinese women constantly shifted their levels of speech in inter-caste marriage communication contexts. These levels of speech shifting also relate to the showing or negotiating identity construction of these Balinese women.

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