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All Journal Journal of Applied Sciences in Travel and Hospitality
Ni Ketut Bagiastuti
Tourism Department, Politeknik Negeri Bali
Social Sciences

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THE ANALYSIS OF RECEPTIONIST SERVICE QUALITY TO INCREASE GUEST SATISFACTION AT BALI RANI HOTEL KUTA Savitri Handayani; Ni Ketut Bagiastuti; Ni Nyoman Triyuni
Journal of Applied Sciences in Travel and Hospitality Vol 1 No 2 (2018): June 2018
Publisher : Politeknik Negeri Bali

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Abstract

The aim of this study is to analyze receptionist service quality level to increase guest satisfaction at Bali Rani Hotel Kuta. The number of respondent are 60 respondents used accidental sampling for data collect method. Primary data collect of service quality variable used questionnaire method with validity and reliability tested. Analysis technique used SERVQUAL analysis and Importance Performance Analysis applied in Cartesian diagram. The results of this research showed that there are negative, positive and neutral gap between perceptions and guest expectations. Attribute which has negative value gap are number 2, 3, and 4 then attribute which has positive value gap are number 1, 5, 6, 7, 8, 9, 10, 11, 12. Furthermore, based on the Importance Performance Analysis results indicate the position of each attributes in Cartesian diagram, founded the attribute that become a priority to be improved and attributes that become achievements to be maintained. Attribute in quadrant A which is a priority to improved is number 2 about equipment and facilities for support services at the reception are complete. Furthermore, attribute in quadrant B which is the achievements to be maintained are number 1, 4, 7, 11 about the appearance or grooming of the receptionists are neat and clean when serving guests, the hotel information contained in brochures and pamphlets are clear, receptionists able to solve the problem quickly and precisely, security of valuables guests are guaranteed when kept at the reception.
CONTRIBUTION ANALYSIS OF RESERVATION THROUGH TRAVEL AGENT TO ROOM OCCUPANCY AT GRAND ZURI KUTA BALI HOTEL Ni Luh Yuni Kusuma Yanti; Ni Made Ernawati; Ni Ketut Bagiastuti
Journal of Applied Sciences in Travel and Hospitality Vol 1 No 2 (2018): June 2018
Publisher : Politeknik Negeri Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (411.422 KB)

Abstract

Travel agent is a business engaged in the field of service and provides information about all things related to travel. The purpose of this research is to know the amount of travel agent contribution to room occupancy at Grand Zuri Kuta Bali Hotel and to know which travel agent dominatly contribute to room occupancy at Grand Zuri Kuta Bali. The data used is reservation data through travel agent, other reservation source data (online travel agent, direct reservation, corporate and government) and room occupancy of the data in 2015 until 2017. Data in this research is obtained in data collection method that though interview and documentation. Data analysis technique used is quantitative descriptive analysis technique. Based on the results of this research show that, reservation through travel agent does have a great contribution to room occupancy at Grand Zuri Kuta Bali Hotel that is equal to 48.41% and 51.59% influenced by factors other factors not examined in this research while the most dominant travel agent contribution to room occupancy at Grand Zuri Kuta Bali Hotel is Tjendana Mandra Ssakti (TMS) Tour & Travel with contribution of 10.93%.
Co-Authors Ni Luh Yuni Kusuma Yanti Ni Made Ernawati Ni Nyoman Triyuni Savitri Handayani