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All Journal Journal of Hospitality Accommodation Management
I Wayan Seniartha
Program Studi Manajemen Divisi Kamar, Politeknik Pariwisata Bali
Humanities Economics, Econometrics & Finance Social Sciences

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Beban Kerja Front Desk Agent pada Masa New Normal di TRC Bali Netrina Putri Alfareda Palla; I Wayan Seniartha; Anak Agung Istri Ratna Sari Wulan
Journal of Hospitality Accommodation Management (JHAM) Vol. 1 No. 2 (2022): Journal of Hospitality Accommodation Management (JHAM)
Publisher : Program Studi Manajemen Divisi Kamar

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (258.597 KB) | DOI: 10.52352/jham.v1i2.837

Abstract

This study is about the workload of Front Desk Agents during the new normal period at TRC Bali, to know how the workload of Front Desk Agents during the new normal period at TRC Bali. The data of this research were obtained through interview and observation techniques, with the data analysis used was quantitative descriptive technique. With the theory put forward by Moekijat regarding Work Load Analysis and Mangkunegara regarding Work Force Analysis. The results of the analysis show that the workload of front desk agents during the new normal period is high. The workload analysis of 8.98 was rounded up to 9 people, and the work force analysis of 9.14 and rounded up to 9 people. From these calculations, it can be seen that the number of front desk agents is 9 people, while in reality there are only 4 people. Suggestions from the authors related to this research are to calculate the workload clearly and well and add a workforce of 5 people so that the front desk agent does not have an overload of work so that they can provide maximum service.  
Pengelolaan Pelayanan Guest Service Attendant Pada Masa Pandemi Covid-19 Di Hotel The Ritz Carlton Pianti Yudira Dewi; I Wayan Seniartha
Journal of Hospitality Accommodation Management (JHAM) Vol. 2 No. 1 (2023): Journal of Hospitality Accommodation Management (JHAM)
Publisher : Program Studi Manajemen Divisi Kamar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jham.v2i1.984

Abstract

This study was conducted to find out how to manage Guest Service Attendant services during the covid-19 pandemic. This study uses data collection techniques by conducting interviews and documentation related to the research topic. The data analysis technique used is descriptive qualitative by describing the results of interviews from the Guest Service Supervisor at The Ritz Carlton Hotel Bali. Based on the results of the interview analysis, the management of the Guest Service Attendant at The Ritz Carlton Bali Hotel still needs to be improved. This can be seen from the 4 basic principles of management that there are only 2 points that are carried out maximally while the 2 points are less than optimal and need to be improved again. For this reason, it is expected that the Guest Service Supervisor can further improve teamwork in working so that all basic principles in management can be carried out to the maximum. 
Co-Authors Anak Agung Istri Ratna Sari Wulan Netrina Putri Alfareda Palla Pianti Yudira Dewi