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All Journal International Journal of Economics, Business and Accounting Research (IJEBAR) Jurnal Bingkai Ekonomi (JBE) Nawasena: Jurnal Ilmiah Pariwisata Jurnal Riset Manajemen dan Ekonomi Tamasya Jurnal Manajemen Pariwisata dan Perhotelan
Denny Asmara
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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Analisis Strategi Penanganan Keluhan Tamu oleh Karyawan Food And Beverage Service di Hotel Tentrem Yogyakarta Suryawan Putra Pratama; Afiefah Sulistyowati; Denny Asmara
Jurnal Manajemen Pariwisata dan Perhotelan Vol. 4 No. 3 (2026): Agustus Jurnal Manajemen Pariwisata dan Perhotelan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59581/jmpp-widyakarya.v4i3.6874

Abstract

Five-star hotels are expected to deliver excellent service quality, yet surges in guest numbers during peak periods often trigger service failures. This study aims to identify the types of guest complaints, employee challenges, and service recovery strategies employed by Food and Beverage (F&B) service staff at Hotel Tentrem Yogyakarta. The research is grounded in the importance of five-star service quality and high guest expectations. A descriptive qualitative method was used. Data were collected through observation, document analysis, and in-depth interviews with the F&B Director, supervisors, and F&B service staff, with validity verified through source triangulation. The results indicate that primary complaints involve slow service during the breakfast rush, incorrect orders, and issues regarding dish quality and temperature. Key employee challenges include staffing shortages during peak hours, communication barriers between the front-of-house and back-of-house (kitchen), and structural limitations regarding the authority to provide immediate compensation. Complaint handling strategies rely on service recovery based on interactional justice (e.g., empathy, apologies, and follow-ups), distributive justice (e.g., product replacement and complimentary items), and the application of on-the-spot discretion (adaptive service recovery) to complement Standard Operating Procedures (SOPs).
Co-Authors Afiefah Sulistyowati Ali Hufroni Alip Suroto Aulia Firmansyah Bartolomeus Herawan Mintardjo DEWI HERMAWATI WAHYUNINGSIH Dyah Ayu Alfiyatur Isnaini Nur Jannah Jasanta Peranginangin Melyta Ayu Dwi Prastiwi Muhammad Giffar Putranto Octaviani Gita Putri Priyanto Priyanto Satrya Anggra Djama Sudarwati Suparwi Suparwi Suryawan Putra Pratama Taffy Faza Belva Ramadhani