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All Journal Jurnal Manajemen Perhotelan dan Pariwisata Journal of Applied Management Studies Journal Research of Management
Ni Nyoman Rusmiati
Universitas Triatma Mulya
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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Journal : Journal Research of Management

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Pengelolaan Kualitas Layanan Di Palms Restaurant Holiday Inn Resort Baruna Bali I Made Bayu Wisnawa; Arief Nugraha Utomo; Ni Nyoman Rusmiati
Journal Research of Management Vol. 6 No. 2 (2025): Juni
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jarma.2025.6251

Abstract

The hospitality industry in Bali continues to experience rapid growth, increasing competition among hotels and restaurants to provide high-quality services that satisfy customers. This study focuses on Palms Restaurant at Holiday Inn Resort Baruna Bali, aiming to identify the challenges faced by management in enhancing waiter service quality and to analyze the strategies implemented to overcome these challenges. Using a descriptive qualitative approach, data were collected through direct observation, interviews with management and staff, and documentation during the period from January to May 2025. The research revealed that management struggles with uneven waiter skill levels, ineffective internal communication, and operational pressures during peak times. To address these issues, a holistic management approach was adopted, emphasizing cleanliness, consistent service delivery, responsiveness to customer complaints, and personalized, empathetic interaction. Regular training, briefings, and evaluations were pivotal in maintaining service reliability and customer trust. The study contributes to the body of knowledge by providing empirical evidence on effective management practices in the hospitality sector that improve service quality and customer satisfaction. Practically, it offers actionable insights for hotel restaurants aiming to enhance waiter performance and operational efficiency. Future research is recommended to explore deeper psychological and motivational factors affecting waiter performance and to investigate the impact of digital communication and ordering systems on operational efficiency and service excellence.
Kapabilitas Pemasaran Digital Berkelanjutan Dan Daya Saing Destinasi: Model Tata Kelola Dan Keterlibatan Untuk Industri Pariwisata Bali Ni Nyoman Rusmiati; I Gusti Nyoman Wiantara
Journal Research of Management Vol. 7 No. 1 (2025): Desember
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jarma.2025.7173

Abstract

Transformasi digital menghadirkan peluang dan tantangan bagi daya saing destinasi pariwisata Bali, khususnya dalam integrasi prinsip-prinsip keberlanjutan. Penelitian ini   bertujuan   untuk   menganalisis   pengaruh   kemampuan   pemasaran   digital berkelanjutan terhadap daya saing destinasi dengan model tata kelola kolaboratif sebagai variabel moderasi. Metode penelitian menggunakan pendekatan metode campuran  secara  penjelasan  berurutan.  Data  kuantitatif  dari  245  responden dianalisis dengan SEM-PLS, dan data kualitatif dari 18 informan kunci dianalisis secara  tematik.  Hasil  penelitian  membuktikan  bahwa  kemampuan  pemasaran digital berkelanjutan memiliki efek positif dan signifikan terhadap daya saing destinasi (β=0,385, p<0,000). Temuan utama mengungkapkan bahwa tata kelola kolaboratif tidak hanya memiliki efek langsung (β=0,294) tetapi juga memperkuat hubungan antara dua variabel (β=0,156, p<0,000). Studi ini menyimpulkan bahwa membangun ekosistem pemasaran digital yang dikelola dan kolaboratif merupakan prasyarat penting untuk meningkatkan daya saing destinasi secara berkelanjutan. Implikasi dari penelitian ini adalah pengembangan model tata kelola destinasi di era digital yang dapat menjadi acuan bagi pembuat kebijakan dan pelaku industri.
Co-Authors Arief Nugraha Utomo I Gusti Nyoman Wiantara I Ketut Budiasa I Made Bayu Wisnawa Made Hedy Wartana Muhammad Fadhil Ikhsan Ni Luh Wayan Sayang Telagawathi