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All Journal E-Journal of Tourism Jurnal Pendidikan Teknologi dan Kejuruan Media Komunikasi FPIPS Jurnal Pariwisata Pesona Jurnal Kajian Bali Jurnal Kewirausahaan dan Bisnis 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 Masyarakat Pariwisata: Journal of Community Services in Tourism Jurnal Mosaik Hospitaliti Open Access DRIVERset
Nyoman Dini Andiani
Universitas Pendidikan Ganesha
Religion Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Panji Ecovillage Homestay: the implementation of Community Based Tourism Nyoman Dini Andiani; Ni Ketut Arismayanti; Earlike Fitria Anwar Sani; Ni Made Mas Yogiswari
Jurnal Pariwisata Pesona Vol. 9 No. 2 (2024): Edisi Desember 2024
Publisher : Universitas Merdeka Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Ecovillage is a current trend because through this concept it is hoped that people in tourist villages in particular will have a culture that cares about the environment, especially being wiser in using plastic waste. This study was conducted to determine community involvement in the development of ecovillage homestays in the Panji tourist village. Through in-depth interview techniques and observations with the owners of houses used as homestays and other community components, and supported by community-based tourism theory, it was found that the development of homestay ecovillages must start from the top down to make the community aware that the potential of each house is very unique and interesting for used as a homestay. The findings show that through the development of homestays, people become aware of the importance of environmental cleanliness and the main actor that becomes the attractiveness of the homestay itself is the activities of the homeowner. The implication of this study is that the development of homestays with the ecovillage homestay concept has been able to involve the community in creating tourist attractions, as well as educating homeowners and visiting tourists to be able to maintain culture and preserve environmental sustainability in Panji Village.
Penerapan Pelatihan LEARN Model Untuk Meningkatkan Penanganan Keluhan Tamu di Evolution Restaurant and Bar Four Points by Sheraton Bali Ungasan Pratama, Ida Bagus Gede Yogi Wisma; Trianasari; Andiani, Nyoman Dini
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 1 (2025)
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i1.96981

Abstract

This research aims to identify the use of the LEARN MODEL method used to handle complaints by waiters/waitresses at the Evolution Restaurant and Bart Four Points by Sheraton Bali Ungasan, using a qualitative descriptive method. The study used qualitative methods, where data were collected through observations, interviews and documentation, and documentation. The results of this research show that handling customer complaints by applying empathy to angry customers makes feelings of empathy very important when dealing with angry consumers.   Speed in Complaint Handling problems quickly can turn dissatisfaction into satisfaction and increase consumer loyalty. Complaint analysis and evaluation collecting and analyzing information from consumer complaints can provide a valuable understanding of aspects that need to be improved.  Improving the quality of service for employees who have adequate knowledge and skills in handling complaints can provide a better experience for consumers. Good Communication Clear and easy to understand communication is crucial in conveying information and solutions to customers. This research makes a practical and theoretical contribution to how to respond to good complaints from customers who come to stay at hotels
INDIAN GUEST COMPLAINT HANDLING STRATEGY THROUGH LEARN METHOD:: A CASE STUDY AT THE OBEROI BEACH RESORT BALI HOTEL Jasmini, Putu; Andiani, Nyoman Dini; Rahmawati, Putu Indah
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 2 (2025): Jurnal Manajemen Perhotelan dan Pariwisata
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i2.99581

Abstract

The rapid increase of Indian tourists in Bali has challenged star-rated hotels to deliver culturally responsive services. This study investigates how Guest Assistants at The Oberoi Beach Resort Bali manage complaints from Indian guests, who often have unique service expectations such as specific dietary preferences, extended family accommodation, and personalized attention. A qualitative descriptive method was employed, combining direct observation, in-depth interviews with the Front Office team, and analysis of internal hotel documentation. The findings reveal several challenges, including cultural misunderstandings, intense communication styles, and high demands for fast and empathetic service. To address these issues, the hotel implements the LEARN method (Listen, Empathize, Apologize, Resolve, Notify), supported by cultural sensitivity training and coordination across departments. Additionally, the use of the OPERA Cloud system allows for efficient documentation and follow-up on complaints, improving response times and personalized guest experiences. The study shows that integrating emotional intelligence, cultural awareness, and technology enhances service quality. As a result, guest satisfaction and loyalty among Indian tourists significantly improve. The implications of this research suggest that culturally adaptive complaint handling strategies are essential in the competitive hospitality industry of Bali. Ultimately, the LEARN-based approach not only resolves immediate issues but also contributes to long-term guest retention and strengthens the hotel's international reputation.
STRATEGI PENANGANAN GUEST COMPLAINT OLEH CALL CENTER DI HOLIDAY INN RESORT BARUNA BALI Widyadnyana, I Nyoman Ardy; Andiani, Nyoman Dini
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 2 (2025): Jurnal Manajemen Perhotelan dan Pariwisata
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i2.99894

Abstract

Penelitian ini bertujuan untuk mengetahui dan mendeskripsikan strategi call center dalam penanganan keluhan tamu di Hotel Inn Resort Baruna Bali. Subjek penelitian dalam penelitian ini adalah Staf Call Center, Supervisor, dan Front Office Manager. Metode pengumpulan data yang digunakan dalam penelitian ini adalah observasi, wawancara, dan studi dokumentasi. Data dianalisis menggunakan metode kualitatif. Penelitian ini menemukan bahwa strategi penanganan keluhan tamu oleh call center yang diterapkan di Hotel Holiday Inn Resort Baruna Bali terstruktur dan berfokus pada kepuasan tamu dengan pendekatan yang sistematis, responsif, dan empati. Prosesnya dimulai dari mendengarkan keluhan dengan seksama, bertanggung jawab sepenuhnya, dan memberikan permintaan maaf yang tulus. Selanjutnya, solusi dan alternatif pilihan yang tepat diberikan sesuai kebutuhan tamu. Jika masalah tidak dapat diselesaikan di tingkat staf, eskalasi ke tingkat manajemen yang lebih tinggi dilakukan untuk memastikan penyelesaian yang optimal. Hotel juga berkomitmen untuk memberikan informasi yang transparan dan melakukan tindak lanjut untuk memastikan kepuasan tamu setelah keluhan ditangani.
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.
Implementation of Green Communication in the Front Office Department at New Sunari Lovina Beach Resort Candra, Ni Kadek Dwi; Andiani, Nyoman Dini; Rahmawati, Putu Indah
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.
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.
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.
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 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 Indrawati, Lily Jasmini, Putu Kadek Dana Putra kadek sada wirya Kadek Yuli Pramawati Ketut Hepani Ketut Purnamawan Ketut Purnamawan Komang Peni Darmayanti Komang Setemen Komang Sri Pratiwi Lily Indrawati Luh Yusni Wiarti Luh Yusni Wiarti Made Aristia Prayudi Made Riki Ponga Kusyanda Made Windu Antara Kesiman Ni Ketut Arismayanti, Ni Ketut 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