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All Journal Jurnal Pendidikan Teknologi dan Kejuruan Media Komunikasi FPIPS Jurnal Pariwisata Pesona Jurnal Kajian Bali WIDYA LAKSANA International Journal of Social Science and Business Abdimas: Jurnal Pengabdian Masyarakat Universitas Merdeka Malang Prospek: Jurnal Manajemen dan Bisnis Jurnal Manajemen Perhotelan dan Pariwisata Journal of Applied Sciences in Travel and Hospitality Jurnal Difusi Global Research on Tourism Development and Advancement (GARUDA) International Journal of Green Tourism Research and Applications Jurnal Manajemen Riset Inovasi Masyarakat Pariwisata: Journal of Community Services in Tourism Jurnal Mosaik Hospitaliti Healing : Jurnal Pariwisata Open Access DRIVERset
Nyoman Dini Andiani
Universitas Pendidikan Ganesha
Religion Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Transportation Other

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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.
Gender-Inclusive Rural Tourism: Women’s Participation in the Panji Ecovillage Homestay, North Bali Dini Andiani, Nyoman; Artini , Luh Putu; Yogiswari, Ni Made Mas; Adhitra , Andris; Banhidi , Miklos
Jurnal Kajian Bali (Journal of Bali Studies) Vol. 15 No. 3 (2025): Identity in Contemporary Bali
Publisher : Universitas Udayana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24843/JKB.2025.v15.i03.p13

Abstract

Women of the Farmers Group in Panji Village, North Bali, do not only support their families through agricultural work but also convert spare rooms in their homes into homestays, forming the Women Ecovillage Homestay Group. Through this community, they learn collectively to engage in and benefit from village tourism. This initiative illustrates how rural women contribute simultaneously to economic improvement and cultural preservation. This study examines their roles in community-based tourism (CBT) and their contribution to small-scale sustainable tourism, emphasizing gender-inclusive village development. Fieldwork was carried out intermittently from 2023 to 2025 as part of a community service program, enabling continuous observation of participation and empowerment processes. Using action research, the researcher applied and tested strategies developed through FGDs with key stakeholders. The findings show that women in Panji Village play a central role in sustaining tourism by managing homestays while safeguarding cultural identity, offering a model for inclusive and gender-responsive rural tourism development.
Pengembangan Even Pariwisata Berkelanjutan di Ubud Bali Luh Yusni Wiarti; Dewa Ayu Made Lily Dianasari; Nyoman Dini Andiani; Fitria Earlike Anwar Sani
Jurnal Kajian Bali (Journal of Bali Studies) Vol. 13 No. 2 (2023): Volume 13 No 2 Oktober 2023
Publisher : Universitas Udayana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24843/JKB.2023.v13.i02.p04

Abstract

This research aims to determine the priority of sustainable tourism event development strategies in Ubud-Bali with an Analytical Hierarchy Process (AHP). The concept of sustainable tourism supported by the Grand Theory Event was used as a foundation in processing in-depth interview data with Penta helix experts, resulting in nine criteria and four alternative strategies. The results showed several strategies to develop sustainable events in Ubud: improving destination image, preserving local culture, increasing global networking, and developing green events. All of these are supported by increasing the network and image of Ubud as an environmentally friendly event destination. The novelty is that the resulting strategic priorities have considered environmental aspects, local culture, and community interests in Ubud. As an implication, the result can be used as a practical guide for tourism stakeholders in developing sustainable tourism events not only in Bali but also in Indonesia and around the world.
Wisata Virtual: Keterlibatan Masyarakat Bali Aga dalam Promosi Pariwisata Virtual di Masa Pandemi Covid-19 di Bali Utara Nyoman Dini Andiani; Ni Ketut Arismayanti; Fitria Earlike Anwar Sani; Luh Yusni Wiarti
Jurnal Kajian Bali (Journal of Bali Studies) Vol. 12 No. 2 (2022): Volume 12 No 2 Oktober 2022
Publisher : Universitas Udayana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24843/JKB.2022.v12.i02.p06

Abstract

Five Bali Aga (Old Balinese) tourist villages in Banjar District, North Bali, collaborated to promote their tourism potential through virtual tours two times during 2021 by bringing up different topics each time. This study analyses the process and the community involvement during implementation of virtual tour and also themes that were provided for the virtual tours. In collecting data, this qualitative study involved a literature review, participatory observation, and interviews. Data were analysed using marketing theory and community-based tourism theory. The analysis shows that Bali Aga tourist villages were very active in preparing attractions and conducting the virtual tours. This article contributes to our understanding that virtual tour as a new form of marketing communication in promoting tourist destination virtually. Moreover, virtual tours are not only for tourism promotion but are also useful for helping the community in maintaining their spirit to manage tourist attractions during the pandemic.
HAMBATAN F&B SERVICE DALAM PENERAPAN STANDAR PELAYANAN BERNUANSA MEXICAN DI UNIQUE ROOFTOP BAR RIMBA BY AYANA BALI Ida Bagus Putu Dhiratsaha Adi Putra; Nyoman Dini Andiani; Trianasari Trianasari
Healing : Jurnal Pariwisata Vol. 5 No. 01 (2026): Jurnal Pariwisata (Healing)
Publisher : Cattleya Darmaya Fortuna

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54209/healing.v5i01.555

Abstract

This study aims to analyze the obstacles in implementing Food and Beverage (F&B) Service training results towards Mexican-themed service standards at Unique Rooftop Bar Rimba by Ayana Bali. Using a descriptive qualitative approach through interviews, observations, and documentation with managers, supervisors, staff, and trainees, this study found that routine training has been conducted but has not been optimal in maintaining service consistency. The main obstacles include staff's lack of understanding of Mexican culture and service style, limited communication with international guests, and the difficulty of balancing five-star hotel standards with the relaxed atmosphere of a themed restaurant. To overcome these obstacles, it is recommended to adjust the training materials to suit Mexican cultural concepts, increase hands-on practice, strengthen post-training evaluations, and provide cross-cultural communication training. The results of this study are expected to support the development of international-themed F&B Service training in the Hospitality industry.
Implementasi Konsep Keberlanjutan dalam Pelayanan Pelanggan Department Bar Melalui SOP Pengelolaan Sampah di Jambuluwuk Oceano Seminyak Hotel Kadek Deva Wardana; Trianasari Trianasari; Nyoman Dini Andiani
Jurnal Manajemen Riset Inovasi Vol. 4 No. 1 (2026): Jurnal Manajemen Riset Inovasi
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/mri.v4i1.9847

Abstract

This study aims to analyze the implementation of sustainability principles in customer service within the Bar Department through the application of the Standard Operating Procedure (SOP) for waste management, as well as to identify the challenges and strategies adopted by bar staff at Jambuluwuk Oceano Seminyak Hotel . Employing a descriptive qualitative approach, data were collected through semi-structured interviews, observations, and documentation involving informants from the HR Department, Bar Manager, and Bar Supervisor to obtain comprehensive insights from policy formulation to on-site operational practices. The findings indicate that sustainability efforts such as reducing single-use plastics, implementing a straw on request policy, and providing segregated waste bins have been introduced; however, these efforts are not fully integrated into formal SOPs, resulting in inconsistent implementation that largely depends on staff initiative, particularly during peak operational hours. Key challenges include limited supporting facilities, insufficient training on sustainability, and conflicts between rapid service demands and proper waste segregation. Nevertheless, bar staff have employed adaptive strategies such as end-of-shift waste sorting, reducing unnecessary plastic use, and maintaining internal communication to ensure compliance. This study highlights the need for a more comprehensive waste management SOP, continuous sustainability training, and improved facilities to strengthen consistent and systematic sustainability practices within bar service operations.
Implementation of Green Communication in the Front Office Department at New Sunari Lovina Beach Resort Ni Kadek Dwi Candra; Nyoman Dini Andiani; Putu Indah Rahmawati
International Journal of Green Tourism Research and Applications Vol. 6 No. 2 (2024): December 2024
Publisher : Politeknik Negeri Bali

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31940/ijogtra.v6i2.75-82

Abstract

Green communication is one of the crucial things in realizing an environmentally friendly concept in the hotel industry because the environmentally friendly concept is not only about the natural environment but also how humans communicate well and effectively to start ecologically friendly programs. This research explores the application of green communication. It was carried out by front office staff at New Sunari Lovina Bali Resort, which aims to make communication more effective in transmitting the work obtained and to impact how employees view environmentally friendly management. Data was collected through interviews, observation, and document analysis using descriptive qualitative research methods. These findings show that New Sunari Lovina Beach Resort has implemented green actions, starting with cooperation, coordination, communication, comfort, and problem-solving. Though, implementing green communication at the front office of New Sunari Lovina Bali Resort also faces several obstacles. Lack of staff awareness of sustainable principles, lack of clarity regarding concrete benefits, and operational constraints such as the availability of resources and technology are challenges that must be overcome. The results of this study provide an essential basis for developing effective, sustainable communication strategies in dealing with environmental issues.
EXPERIENTIAL MARKETING DALAM PENGALAMAN WISATAWAN PADA PARIWISATA BERKEMAH DI BEDUGUL, BALI Ni Made Mas Yogiswari; Nyoman Dini Andiani; Luh Putu Triyanti Ariestiana Dewi
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 9 No. 1 (2026)
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v9i1.113491

Abstract

Experiential marketing is an approach that can optimize tourists’ experiences, particularly in nature-based tourism such as camping. This study aims to analyze the role of experiential marketing in shaping tourist experiences and to identify tourists’ preferences for experience attributes in camping tourism in Bedugul, Bali. A mixed methods approach with a sequential explanatory design was employed, using conjoint analysis to identify preferences and in-depth interviews to explain the quantitative findings. The results indicate that all experiential marketing dimensions (sense, feel, think, act, and relate) have relatively balanced importance, with think and relate emerging as the dominant dimensions. These findings suggest that tourists prefer exploratory activities involving cognitive engagement and collaborative activities that encourage social interaction. The study implies that camping tourism development should emphasize integrated experience-based activities to enhance experience quality and revisit intention.
STRATEGI PENGELOLAAN DAYA TARIK WISATA BUDAYA PURA BEJI SANGSIT OLEH KEARIFAN LOKAL SUBAK Komang Ngurah Suryantara; Nyoman Dini Andiani; Luh Putu Triyanti Ariestiana Dewi
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 9 No. 2 (2026): Jurnal Manajemen Perhotelan dan Pariwisata (IN PRESS)
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v9i2.113806

Abstract

Pengelolaan pariwisata budaya di Pura Beji Sangsit belum berjalan optimal meskipun memiliki potensi daya tarik yang kuat berbasis kearifan lokal. Keunikan relief kuno khas Buleleng serta keberlanjutan tradisi Subak, khususnya Ngusaba Bukakak, menjadi kekuatan utama yang mencerminkan nilai Tri Hita Karana. Namun, potensi tersebut belum didukung oleh kelembagaan, sumber daya manusia, dan fasilitas yang memadai. Penelitian ini menggunakan pendekatan deskriptif kualitatif dengan teknik pengumpulan data melalui observasi, wawancara, dan dokumentasi. Analisis dilakukan menggunakan pendekatan 4A dan SWOT untuk mengidentifikasi kondisi eksisting serta faktor strategis pengelolaan. Hasil penelitian menunjukkan bahwa kelemahan utama terletak pada aspek kelembagaan, partisipasi Subak, dan keterbatasan fasilitas pendukung. Posisi strategis destinasi berada pada strategi bertahan, sehingga diperlukan penguatan kelembagaan berbasis Subak, konservasi dan branding kearifan lokal, serta peningkatan fasilitas guna mendukung pengelolaan pariwisata budaya yang berkelanjutan.
Co-Authors A. A. Ngr Yudha Marthin Mahardika Adhitra , Andris Adi, I.G.N. Bagus Artawan, Komang Agus Artini , Luh Putu Banhidi , Miklos Candra, Ni Kadek Dwi Damasanthi, Ida Ayu Reviena Darmayanti, Komang Peni Dewa Ayu Made Lily Dianasari Earlike Fitria Anwar Sani Faraudis, Zein Fitria Earlike Anwar Sani Fitria Earlike Sani Gede Ari Wiryatama Gede Putra Nugraha Gede Wirata Gusti Ngurah Adi Wiriatama Hepani, Ketut I Gede Putu Suarmadi I Kadek Ngurah Sukamerta I Ketut Resika Arthana I Made Antara I Made Antara I Nyoman Sunarta I Putu Panca Adi I Wayan Ardika I Wayan Putra Yasa Ida Ayu Kade Winda Wikantini Ida Bagus Putu Dhiratsaha Adi Putra Indrawati, Lily Jasmini, Putu Kadek Dana Putra Kadek Deva Wardana kadek sada wirya Kadek Yuli Pramawati Ketut Hepani Ketut Purnamawan Ketut Purnamawan Komang Budarsana Komang Ngurah Suryantara Komang Peni Darmayanti Komang Setemen Komang Sri Pratiwi Lily Indrawati Luh Putu Triyanti Ariestiana Dewi Luh Yusni Wiarti Made Aristia Prayudi Made Riki Ponga Kusyanda Made Windu Antara Kesiman Ni Kadek Dwi Candra Ni Ketut Arismayanti, Ni Ketut Ni Luh Henny Andayani Ni Luh Putu Agustini Karta Ni Luh Wayan Sayang Telagawathi Ni Made Ary Widiastini Ni Made Ary Widyastini Ni Made Mas Yogiswari Ni Made Suci Ni Putu Gili Padmayoni Nyoman Sunarta Padmayoni, Ni Putu Gili Pramawati, Kadek Yuli Pratama, Ida Bagus Gede Yogi Wisma Pratiwi, Komang Sri Putra, Kadek Dana Putu Eka Kusumayani Putu Indah Rahmawati Ratna Artha Windari Setya Chendra Wibawa Suarmadi, I Gede Putu Sukamerta, I Kadek Ngurah Susi Purniasih Trianasari Widyadnyana, I Nyoman Ardy Wikantini, Ida Ayu Kade Winda wirya, kadek sada Wiryatama, Gede Ari Yogiswari, Ni Made Mas Zein Faraudis