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All Journal Indonesian Journal of Business and Entrepreneurship (IJBE) JURNAL PENDIDIKAN TAMBUSAI Jurnal Riset Bisnis dan Investasi GANEC SWARA SOSHUM : Jurnal Sosial dan Humaniora [Journal of Social Sciences and Humanities] Jurnal Eksis Jurnal Aplikasi Manajemen dan Bisnis (JAMB) Berajah Journal Journal of Commerce Management and Tourism Studies Kajian Pendidikan, Seni, Budaya, Sosial dan Lingkungan Optimal: Jurnal Ekonomi dan Manajemen
I Ketut Santra
Politeknik Negeri Bali
Agriculture, Biological Sciences & Forestry Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Social Sciences Other

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Exploring students’ entrepreneurial motivation and interest in developing innovative business ideas for future careers Santra, I Ketut; Kencanawati, Anak Agung Ayu Mirah; Winaya, Ni Nyoman Teristiyani; Masih, Ni Ketut; Jaya, I Made Sura Ambara
Journal of Commerce, Management, and Tourism Studies Vol. 4 No. 1 (2025): Apr 2025
Publisher : YAYASAN MITRA PERSADA NUSANTARA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58881/jcmts.v3i2.32

Abstract

This study investigates the factors that influence entrepreneurial motivation and intention among Business Administration students at Politeknik Negeri Bali, focusing on the 2023 and 2024 batches. The primary aim is to understand the intrinsic and extrinsic factors shaping students' entrepreneurial intentions. A mixed-methods approach was employed, combining observation and in-depth interviews to gather qualitative data. The study examines the role of personal motivations, such as self-drive and prior entrepreneurial experiences, alongside external influences like family support and income potential. The analysis revealed that intrinsic factors, particularly self-motivation and early exposure to entrepreneurship, were more influential in fostering entrepreneurial intentions than extrinsic factors. Students with higher intrinsic motivation were more inclined to pursue entrepreneurial ventures independently. Challenges identified included a lack of practical experience and limited access to capital, which hindered students' entrepreneurial efforts. Although support from family and the local community played a role, the impact was less significant compared to personal desires and the satisfaction derived from running a business. In conclusion, intrinsic motivations are the primary drivers of entrepreneurial intention among the students, with external factors serving as secondary influences. To support students' entrepreneurial aspirations, addressing challenges like practical experience and access to resources is crucial.
Analisis Reservasi Free Independent Traveler dan Group Tour terhadap Tingkat Hunian Kamar di Intercontinental Bali Resort Kumbhayoni, Putu Diah Keshy; Santra, I Ketut; Yasa, Gede Sedana Wibawa
Jurnal Pendidikan Tambusai Vol. 9 No. 2 (2025): Agustus
Publisher : LPPM Universitas Pahlawan Tuanku Tambusai, Riau, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jptam.v9i2.31092

Abstract

Penelitian ini bertujuan untuk mengkaji dampak dari sumber reservasi Free Independent Traveler (FIT) dan Group Tour terhadap tingkat okupansi kamar di InterContinental Bali Resort, serta menelaah apakah faktor musiman (high season dan low season) berperan sebagai variabel moderasi dalam hubungan tersebut. Menggunakan metode kuantitatif dengan pendekatan analisis regresi linier berganda serta pengujian interaksi melalui penggunaan variabel dummy. Data yang digunakan berupa data sekunder bulanan periode Januari 2022 hingga April 2025. Hasil analisis menunjukkan bahwa reservasi dari FIT maupun Group Tour secara parsial memiliki pengaruh positif dan signifikan terhadap tingkat hunian kamar. Namun demikian, faktor musim tidak terbukti secara signifikan memoderasi hubungan antara sumber reservasi dengan okupansi kamar. Temuan ini mengindikasikan bahwa strategi manajemen reservasi sebaiknya lebih diarahkan pada pola permintaan dan segmentasi tamu dibandingkan hanya berfokus pada musim.
Effective guest complaint management for hotel front office staff: Active listening, prompt resolution, empathy, and consistent follow-up Sudiarta, Made; Santra, I Ketut; Hakim, Jumhur
Journal of Commerce, Management, and Tourism Studies Vol. 4 No. 3 (2025): Dec 2025
Publisher : YAYASAN MITRA PERSADA NUSANTARA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58881/jcmts.v4i3.391

Abstract

Effective complaint management in the hospitality industry, particularly within the front office operations of hotels, plays a critical role in ensuring guest satisfaction, fostering loyalty, and maintaining a positive brand reputation. As the primary point of contact, front office staff are frequently tasked with resolving guest grievances that vary in complexity and urgency. This article explores the best practices for managing guest complaints by front office personnel in hotels, drawing from both empirical research and industry standards. The study aims to identify key strategies, communication techniques, and behavioral competencies that contribute to successful complaint resolution. Utilizing a mixed-methods approach, the research combines qualitative interviews with hotel front office managers and quantitative analysis of guest satisfaction data across mid-range and upscale hotel properties. The findings reveal that proactive communication, emotional intelligence, timely response, empowerment of front-line staff, and follow-up procedures significantly enhance complaint handling effectiveness. Additionally, the integration of technology—such as CRM systems and real-time feedback tools—has been found to support efficiency and personalization in service recovery processes. The article further discusses the implications of complaint management practices on operational performance, employee training programs, and overall guest experience. Best practices identified through the research are synthesized into a practical framework to guide hotel managers and front office teams in handling complaints systematically and empathetically. The paper concludes by emphasizing the necessity of a complaint-positive organizational culture and continuous professional development to sustain service excellence in the competitive hospitality landscape.
ANALISIS STRATEGI PROMOSI PRODUK TABUNGAN HARI TUA (THT) BALI DWIPA DALAM MENINGKATKAN MINAT MENABUNG NASABAH DI PT BANK PEMBANGUNAN DAERAH BALI CABANG MANGUPURA Ni Putu Ananda Sintia Mahadewi; I Nyoman Suka Sanjaya; I Ketut Santra
Berajah Journal Vol. 6 No. 4 (2026): Berajah Journal
Publisher : CV. Lafadz Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47353/bj.v6i4.629

Abstract

This study aims to describe the promotional strategies implemented for the THT Bali Dwipa Savings product at Bank BPD Bali Mangupura Branch and to describe the role of these promotional strategies in increasing customers' saving interest. This study was conducted because, based on the account opening data for the THT Bali Dwipa Savings product throughout 2025, the number of new customers fluctuated and tended to decline during several periods. Therefore, it is necessary to examine the promotional strategies implemented to increase customers' saving interest. This study employed a qualitative method with a descriptive approach. Data were collected through observation, interviews, and documentation. The collected data were then analyzed through data reduction, data presentation, and conclusion drawing. The results showed that the promotional strategies implemented included advertising, sales promotion, personal selling, public relations, and direct marketing. These strategies were carried out through social media, brochures, WhatsApp, telephone communication, socialization and financial literacy activities, the distribution of gifts or souvenirs, as well as direct communication with prospective customers. The promotional strategies played a role in increasing customers' saving interest by helping the public obtain information about the THT Bali Dwipa Savings product, understand its benefits, and consider opening an account. In addition, recommendations from family members and friends also contributed to the interest of some customers in choosing the THT Bali Dwipa Savings product.
Human resource development strategy in empowering the employees Waelan Waelan; I Ketut Santra; Luh Made Wijayati; Kasiani Kasiani; Asrumi Asrumi
Journal of Commerce, Management, and Tourism Studies Vol. 2 No. 1 (2023): Apr 2023
Publisher : YAYASAN MITRA PERSADA NUSANTARA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58881/jcmts.v2i1.20

Abstract

Implementing human resource development strategy in empowering senior and junior employees for the training of the labor force in order improve discipline, work attitude and work ethic in order to achieve more than theory. The aim of this research is to know how the company execute the strategies for implementing strategy management theories. Several obstacles have been found that they can influence the performance of job training. So, it takes research back to minimize existing problems through. The assessment indicator used in this study is 4 (four) strategic management phases with the following indicators 1) environmental analysis, 2) formulation of strategies, 3) implementation of strategy and 4) evaluation and control. The humanitarian approach in developing human resources is more effective than the theoretical approach. In other words, the theoretical approach plus the humanitarian approach is harmoniously applied
Analisis Program Direct Marketing terhadap Tingkat Hunian Kamar (Room Occupancy) di Sthala, A Tribute Portfolio Hotel, Ubud, Bali Diyah Ayu Ningtyas; I Ketut Santra; Gede Sedana Wibawa Yasa
OPTIMAL Jurnal Ekonomi dan Manajemen Vol. 5 No. 4 (2025): Desember OPTIMAL: Jurnal Ekonomi dan Manajemen
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/optimal.v5i4.7810

Abstract

This study aims to determine the effectiveness of the Direct Marketing program, specifically Face-to-face Selling, Telemarketing, and Catalogue Marketing, on room occupancy rates at Sthala, a Tribute Portfolio Hotel, Ubud, Bali. Although the Direct Marketing program has been intensively implemented, data shows fluctuations in room occupancy rates in certain months. This raises questions about the effectiveness of the direct marketing program in attracting potential guests and maintaining stable room occupancy rates. This study uses a quantitative approach with descriptive statistics methods. Primary data were collected by distributing questionnaires to 100 respondents selected using a simple random sampling technique. In addition to questionnaires, data collection was also carried out through observation, interviews, documentation, and literature studies. All collected data were analyzed using SPSS version 29 software to test the influence of each variable partially or simultaneously on room occupancy rates. The analysis results show that the three Direct Marketing variables—namely Face-to-face Selling, Telemarketing, and Catalogue Marketing—both partially and simultaneously have a positive and significant influence on room occupancy rates. Among these three variables, face-to-face selling proved to be the most dominant variable in influencing room occupancy rates. These findings indicate that a direct, face-to-face approach remains the most effective marketing strategy in creating emotional connections with customers, building trust, and driving purchasing decisions. Thus, this study emphasizes the importance of implementing a sustainable and integrated direct marketing strategy in efforts to increase room occupancy rates, and provides input for hotel management in developing more effective and efficient marketing policies.
Pengaruh Pelatihan Kerja dan Motivasi Kerja terhadap Kinerja Karyawan pada Hotel Berbintang di Kuta Putu Maysanda Ulandari; I Ketut Santra; Ni Nyoman Teristiyani Winaya
OPTIMAL Jurnal Ekonomi dan Manajemen Vol. 6 No. 3 (2026): September: OPTIMAL: Jurnal Ekonomi dan Manajemen
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/optimal.v6i3.12654

Abstract

Hotels in the Kuta area of Bali are facing more competition.  This is pushing hotel managers to improve the skills of their staff by providing good job training and motivating their employees.  Changes in how well employees perform at a popular hotel in Kuta, Bali, show that we should look into how job training and motivation affect their performance.  This study looks at how job training and motivation at work affect how well employees perform, both separately and together.  A numerical method was used, involving 148 employees chosen through a careful random sampling process.  Data was gathered using surveys, observations, and documents, and then analyzed with multiple linear regression using SPSS software.  The results show that job training and motivation to work both help improve how well employees perform.  Together, they account for 57. 7% of the differences in performance, with motivation having a stronger effect.  These results show that hotel management should improve training methods and reward systems to boost employee performance and keep service quality high, especially with more competition in the hospitality industry.
Co-Authors Apriani, Luh Ketut Ariyanti, Ni Kadek Irma Ariyanti, Ni Kadek Irma Asrumi Asrumi Asrumi, Asrumi Dewa Made Haryandika Diyah Ayu Ningtyas Gede Sedana Wibawa Yasa I Made Sura Ambara Jaya I Nyoman Suka Sanjaya Jumhur Hakim Kasiani Kasiani Kasiani, Kasiani Kencanawati, Anak Agung Ayu Mirah Kumbhayoni, Putu Diah Keshy Lasmini, Ni Ketut Lasmini, Ni Ketut Luh Made Wijayati Masih, Ni Ketut Ni Kadek Irma Ariyanti Ni Ketut Lasmini Ni Ketut, Tutik Juniasih Ni Luh Putu, Inten Rumini Ni Nyoman Teristiyani Winaya Ni Putu Ananda Sintia Mahadewi Putra Yudistira, Cokorda Gede Putu Maysanda Ulandari SORMIN, ANGGUN KARUNIA Sudiarta, Made Waelan Waelan Waelan Waelan, Waelan Wijayati, Luh Made Wijayati, Ni Luh Made Winaya, Ni Nyoman Teristiyani Yasa, Gede Sedana Wibawa