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All Journal Journal on Education Jurnal Pendidikan dan Konseling Toba: Journal of Tourism, Hospitality, and Destination
Maryantina Maryantina
Sekolah Tinggi Pariwisata Riau
Education Languange, Linguistic, Communication & Media Mathematics Social Sciences Other

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Analisa Kebutuhan Bahasa Inggris untuk Meningkatkan Keterampilan Berbahasa Inggris bagi Pelaku UMKM di Kampung Bandar Kota Pekanbaru Aulia Agustiani; Maryantina Maryantina; Sefrona Syaiful
Journal on Education Vol 5 No 3 (2023): Journal on Education: Volume 5 Nomor 3 Tahun 2023
Publisher : Departement of Mathematics Education

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Abstract

Research was conducted out in August-October 2022, with the title: Need Analysis of English to Improve English Skills of Micro Smll Medium Enterprises at Kampung Bandar- Pekanbaru City. This study aimed to find out thet need of English to improve English skills of micro small and medium enterprises at Kampung Bandar- Pekanbaru City. This study used a qualitative descriptive method to obtain primary and secondary data where data collection was done by distributed questionnaires and interviews. The results obtained from this study revealed that the micro small and medium enterprises at Kampung Bandar-Pekanbaru City, still really need the English language to support their work. From the self-assessment/self-evaluation, it is known that the majority of local guides learn English from school. In terms of English proficiency, the local guide states that basic are 60% of respondents. Furthermore, there are several points that Micro Small and Medium Enterprises must master in welcoming foreign tourists, especially in the fields of greeting, welcoming the tourist, and saying goodbye.
Strategi Pengembangan Wisata Kampung Bandar Kota Pekanbaru Maryantina Maryantina; Aulia Agustiani; Elwira Handayani; Sefrona Syaiful
Jurnal Pendidikan dan Konseling (JPDK) Vol. 5 No. 2 (2023): Jurnal Pendidikan dan Konseling
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jpdk.v5i2.13644

Abstract

Penelitian ini berjudul “Strategi Pengembangan Wisata Kampung Bandar Kota Pekanbaru”. Penelitian ini bertujuan untuk mengetahui Potensi Wisata Kampung Bandar Kota Pekanbaru, untuk mengetahui Faktor Pendukung dan Penghambat Pengembangan Wisata Kampung Bandar, untuk mengetahui Strategi Pengembangan Wisata Kampung Bandar Kota Pekanbaru. Metode penelitian yang digunakan adalah metode Analisis Deskriptif eksploratif dengan tiga tahapan tehnik analisis yang digunakan yaitu, teknik analisis deskriptif, teknik analisis Delphi dan teknik analisis SWOT. Analisis dan penelitian ini dilaksanakan dalam jangka waktu 6 bulan. Potensi Wisata Kampung Bandar adalah Objek Wisata Sejarah ada 7 Objek Wisata, Wisata Budaya ada 6 dan Wisata Buatan ada 1 (satu) yaitu Restorant Kapal Terapung (Quantung Cruize), dan Potensi Wisata Kreatif yang ada di Kampung Bandar dari 17 sektor baru dikembangkan 3 sektor yaitu Kriya, Kuliner dan Fashion. Startegi Pengembangan Wisata Kampung Bandar yang dapat diterapkan adalah: Strategi WO-1, meningkatkan Fasilitas Pendukung, seperti meningkatkan kebersihan toilet, tempat bersantai di tepi sungai siak dan tong sampah yang sudah banyak coretan-coretan serta membersihkan sampah-sampah yang terdapat aliran sungai Siak tersebut, untuk dapat meningkatkan kunjungan wisatawan ke objek wisata Kampung Bandar. dan Stategi SO-1, Pemanfaatan Potensi yang ada saat ini untuk menangkap peluang yang ada untuk meningkatkan kunjungan wisatawan ke Kampung Bandar.
Pengaruh Pelayanan Prima Front Dest Agent terhadap Kepuasan Tamu di The Zuri Hotel Pekanbaru Lisa Lestari; Rusella wong; Sri Febdarina Febdarina; Maryantina Maryantina; Asur Suryana
TOBA: Journal of Tourism, Hospitality, and Destination Vol. 5 No. 1 (2026): Februari 2026
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55123/toba.v5i1.7367

Abstract

This study aims to identify front desk agent human resources profile, describe Standard Operational Procedures implementation for excellent service, measure implementation level, and analyze the effect of front desk agent excellent service on guest satisfaction at The Zuri Hotel Pekanbaru. This study uses a mixed method combining qualitative and quantitative approaches. The qualitative approach explores HR profile and SOP implementation, while the quantitative approach measures excellent service effect on guest satisfaction. The research sample consisted of 104 hotel guests selected through purposive sampling and three key informants: one front office manager and two front desk agents. Data collection was conducted through questionnaires, in-depth interviews, and documentation. Data were analyzed using descriptive statistics and simple linear regression with SPSS version 29.0.1.0. Results indicate that front desk agents possess relevant hospitality education and adequate work experience. The implementation of excellent service SOPs is performed effectively through friendly greetings, magic words, welcome drinks provision, and personalized service. The excellent service implementation level is in very good category with average score of 4.27. Regression analysis shows that excellent service has positive and significant effect on guest satisfaction with coefficient of determination of 82.1 percent and t-value of 21.747 at significance level 0.05. Guest satisfaction level is in very satisfied category with average score of 4.29. This study recommends that hotel management optimize service quality through regular training and consider adding Guest Relations Officer to continuously improve guest loyalty.
Penerapan SOP Waiter/waitress terhadap Kualitas Pelayanan untuk Meningkatkan Kepuasan Tamu di Restaurant Peterseli Kitchen Asur Suryana; Ika Fitria Hasibuan; Sri Febdarina; Dini Ramadhani; Maryantina Maryantina
TOBA: Journal of Tourism, Hospitality, and Destination Vol. 5 No. 1 (2026): Februari 2026
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55123/toba.v5i1.7426

Abstract

Service quality is a crucial factor in determining customer satisfaction in the restaurant industry. This study aims to analyze the implementation of waiter/waitress SOPs, service quality, and guest satisfaction at Peterseli Kitchen Restaurant Pekanbaru. This research employed a qualitative descriptive method with data collection techniques through interviews, observations, and questionnaires. Research respondents consisted of 99 restaurant guests, 10 waiters/waitresses, 1 head captain, and 1 manager. Service quality was measured using five SERVQUAL dimensions (Tangible, Empathy, Reliability, Responsiveness, and Assurance), while guest satisfaction was measured through three indicators (meet expectation, repurchase intention, and willing to recommendation) using a 5-point Likert scale. The results showed that the implementation of waiter/waitress SOPs has been carried out very well through 15 consistent operational procedure stages. Service quality obtained an average score of 4.9, which is categorized as very good, with all dimensions showing optimal performance. Guest satisfaction was also in the very satisfied category with an average score of 4.9, indicating that guests have a high interest in making repeat visits and recommending the restaurant to others. This study concludes that the implementation of structured SOPs and strict supervision have a positive effect on service quality and guest satisfaction. It is recommended that the restaurant continues to maintain existing service standards while developing product diversification strategies to expand market segments.
Pengaruh Pelatihan dan Motivasi Kerja terhadap Kinerja Karyawan di Fox Hotel Pekanbaru Maryantina Maryantina; Sri Febdarina; Lisa Santiae; Lisa Lestari; Sefrona Syaiful
TOBA: Journal of Tourism, Hospitality, and Destination Vol. 4 No. 3 (2025): Agustus 2025
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55123/toba.v4i3.6204

Abstract

Employee performance is a crucial element in the success of hotel industry operations that are increasingly competitive. The phenomenon of low employee performance in the hospitality sector is often associated with the lack of effective training programs and work motivation. This study aims to determine the effect of training and work motivation on employee performance simultaneously and partially at FOX Hotel Pekanbaru. This study uses quantitative methods with data collection techniques in the form of observation, interviews, questionnaires and documentation. the sample of this study was 77 people consisting of all FOX Hotel employees who were taken by saturated sampling. the data were analyzed descriptively to describe the research data, and multiple linear regression analysis to test the effect of independent variables on one dependent variable. The results of this study indicate that the simultaneous test of training and work motivation has a significant effect on employee performance at FOX Hotel Pekanbaru which is indicated by the Fcount > Ftable value of 14,262 > 3. 122 means that training and work motivation have a significant effect on employee performance at FOX Hotel Pekanbaru, and the amount of influence is shown by the results of the determinant test (R2) or R Square 0.729 means that the effect of training and work motivation on employee performance FOX Hotel Pekanbaru is 72.9% while the remaining 27.1% is influenced by other factors outside of this research variable such as job satisfaction, work ability, work environment, and compensation. While the effect of training partially indicated by the value of tcount > ttable which is equal to 3.373 > 1.666, partially significant effect on employee performance at FOX Hotel Pekanbaru. Based on the findings of this study, FOX Hotel Pekanbaru management is advised to prioritize the implementation of recognition systems, career development pathways, and employee empowerment programs as key strategies for improving performance.
Peranan Guest Relation Officer dalam Meningkatkan Kepuasan Tamu di Hotel Grand Elite Pekanbaru Sri Febdarina; Aldi Julianto; Maryantina Maryantina; Lisa Lestari; Asur Suryana
TOBA: Journal of Tourism, Hospitality, and Destination Vol. 4 No. 4 (2025): November 2025
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55123/toba.v4i4.6813

Abstract

Service quality is a key factor that determines guest satisfaction and loyalty in the hospitality industry. Guest Relations Officers (GROs) play an important role as liaisons between guests and hotel management, especially in creating personalized and memorable stays. This study aims to analyze the role of GRO in improving guest satisfaction at the Grand Elite Hotel in Pekanbaru. The research method used is descriptive with a mixed methods approach, namely qualitative through observation and in-depth interviews with the Front Office Manager and GRO staff, and quantitative through the distribution of questionnaires to 95 hotel guests.This study was conducted at the Grand Elite Hotel in Pekanbaru from February to May 2023. Service analysis was carried out based on the five dimensions of SERVQUAL service quality, namely reliability, responsiveness, assurance, empathy, and tangibles. The results showed that GRO service quality was in the “good” category with an average score of 4.03, while guest satisfaction reached 4.14. The tangibles dimension received the highest score, while responsiveness received the lowest score due to limited staff numbers and overlapping duties between GRO and receptionists. These findings highlight the importance of increasing the number and competence of GRO staff so that service can be provided optimally and consistently. It is recommended that hotel management restructure the Front Office and provide ongoing training for GRO staff to strengthen guest satisfaction and loyalty on an ongoing basis.
Co-Authors Aldi Julianto Asur Suryana Aulia Agustiani Dini Ramadhani Elwira Handayani Ika Fitria Hasibuan Lisa Lestari Lisa Santiae Rusella wong Sefrona Syaiful Sri Febdarina Sri Febdarina Febdarina