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Journal : Jurnal Mosaik Hospitaliti

Strategi Penanganan Guest Complaint Oleh Call Center di Holiday Inn Resort Baruna Bali Widyadnyana, I Nyoman Ardy; Andiani, Nyoman Dini
Jurnal Mosaik Hospitaliti Vol. 7 No. 1 (2025): Juni
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jmh.2025.7139

Abstract

This research aims to identify and describe the call center strategy in guest complaints at Hotel Inn Resort Baruna Bali. The research subjects in this study were Call Center Staff, Supervisor, and Front office Manager. The data collection methods used in this research are observation, interview, and documentation study. The data was analyzed using qualitative methods. This study found that the strategy of handling guest complaints by the call center implemented at Holiday Inn Resort Baruna Bali Hotel is structured and focuses on guest satisfaction with a systematic, responsive, and empathetic approach. The process starts from listening carefully to the complaint, taking full responsibility, and giving a sincere apology. Next, appropriate solutions and alternative options are provided as per the guest's needs. If the issue cannot be resolved at the staff level, escalation to a higher management level is done to ensure optimal resolution. The hotel is also committed to providing transparent information and conducting follow-ups to ensure guest satisfaction once the complaint has been addressed.  
Analisis Implementasi Strategi Up Selling pada Penjualan Food and Beverage di Envy Restaurant Hotel Holiday Inn Resort Baruna Bali Adi, I.G.N. Bagus; Andiani, Nyoman Dini
Jurnal Mosaik Hospitaliti Vol. 7 No. 1 (2025): Juni
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jmh.2025.7141

Abstract

The hospitality industry, particularly the Food and Beverage (F&B) sector, is a rapidly expanding global industry. Up-selling is a crucial sales strategy for revenue generation, especially for Envy Restaurant at Holiday Inn Resort Baruna Bali, which targets daily sales of IDR 30-35 million and relies on this strategy during low seasons. However, its implementation is suboptimal due to pramusaji's (server's) limited awareness and inadequate skills. This qualitative study, conducted at Envy Restaurant from February to August 2024, employed in-depth interviews with pramusaji, supervisors, and managers, non-participatory observation, and documentation (sales reports, SOPs). Data analysis followed the Miles & Huberman model (data reduction, data display, conclusion drawing) with triangulation for validity. The findings indicate that while up- selling is a mandatory strategy, its execution is hindered by a lack of continuous training, limited understanding of effective techniques, absence of structured performance evaluation, and inconsistent motivation and communication between staff and management. Menu engineering analysis further identifies "Plowhorses" (high popularity, low profitability) and "Puzzles" (high profitability, low popularity) as key targets for focused up-selling efforts. The study concludes that effective up-selling is vital for Envy Restaurant's revenue, particularly during low seasons, and that addressing these internal constraints through comprehensive training, structured evaluation, and improved communication is crucial to unlock its full potential and achieve sales targets.