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All Journal Journal of Business on Hospitality and Tourism Jurnal Sains Terapan Pariwisata Journal of Commerce Management and Tourism Studies
I Nyoman Rajin Aryana, I Nyoman Rajin
Politeknik Negeri Bali
Humanities Economics, Econometrics & Finance Education Library & Information Science Public Health Social Sciences Veterinary Other

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Performance Analysis Of Guest Service Agent In The Front Office Department At The Westin Resort & Spa Ubud, Bali Puspitasari, Kd. Ayu Sukma; Aryana, I Nyoman Rajin; Bagiastuti, Ni Ketut
Jurnal Sains Terapan Pariwisata Vol. 7 No. 3 (2022): Jurnal Sains Terapan Pariwisata
Publisher : Politeknik Sahid

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56743/jstp.v7i3.339

Abstract

Purpose: The purposes of this research were to found out the performance of Guest Service Agent (GSA) in Front Office Department at The Westin Resort & Spa Ubud, Bali, and to find out the most significant indicators that affect the performance of Guest Service Agent in Front Office Department at The Westin Resort & Spa Ubud, Bali.Methods: The data collection methods used were literature studies, observations, observation sheets, and interviews. The data analysis techniques used were qualitative descriptive data analysis techniques.Results and discussion: The results of the research on the Observation Sheet Hourly Performance Process Form and interviews showed that the overall performance of the Guest Service Agent (GSA) at The Westin Resort & Spa Ubud, Bali, was considered reasonable by the superiors of Guest Service Agent (GSA), and has met the expected standards but requires continuous supervision and direction. Indicators rated Strong Performance (SP), including Problem Solving and Decision Making, Adaptability/Stress Tolerance, Time Management, Communication, and Customer Relations.Implication: The indicators assessed Key Contributor (K), which includes indicators Contributing to teams and Professional Demeanor. One of the seven indicators considered the most influential to the performance of Guest Service Agents was the Contributing to Teams indicator.
Implementation of marketing mix strategy to increase room occupancy during covid-19 pandemic at the kayon jungle resort Putri, Ni Made Rian Juniari; Aryana, I Nyoman Rajin; Komala Sari, I Gusti Agung Mas Krisna
Journal of Business on Hospitality and Tourism Vol 8, No 1 (2022): JOURNAL OF BUSINESS ON HOSPITALITY AND TOURISM
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (387.699 KB) | DOI: 10.22334/jbhost.v8i1.336

Abstract

This research was conducted to know the strengths, weaknesses, opportunities, and threats of The Kayon Jungle Resort during Covid-19 pandemic, business position in IE (Internal – External) matrix, and to find the marketing strategies that can be implemented to increase room occupancy at The Kayon Jungle Resort during Covid-19 Pandemic. Data collection methods that were used in this research were interviews, observation, and questionnaires.  Data analysis techniques were descriptive qualitative analysis, SWOT Analysis, IFAS matrix, EFAS matrix, and IE matrix. The sample in this research used 7 people from Sales and Marketing Department employees, Resort manager, and General Manager of The Kayon Jungle Resort. The results of this research showed 15 internal factors become strengths and 5 internal factors become weaknesses. On the other hand, there were 5 external factors that were opportunities, and 4 external factors become threats. The results of the IE Matrix showed that the position of the company was in the growth strategy (cell II). SWOT analysis produced 9 alternative strategies to increase room occupancy during Covid-19 pandemic at The Kayon Jungle Resort.
Implementation of direct marketing in an effort to increase MICE customer loyalty Fuadi, Farouk; Susanto, Budi; Aryana, I Nyoman Rajin
Journal of Commerce, Management, and Tourism Studies Vol. 1 No. 1 (2022): Dec 2022
Publisher : YAYASAN MITRA PERSADA NUSANTARA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58881/jcmts.v1i1.5

Abstract

This research was conducted with the aim of identifying the implementation of direct marketing and analyzing the application of direct marketing in increasing customer loyalty. The theoretical foundation in this study uses relevant theories, namely regarding direct marketing and customer loyalty. Data collection was used by observation and interview methods which were processed using descriptive qualitative analysis techniques used to measure how well the implementation of direct marketing has been carried out and to analyze customer loyalty to the implementation of direct marketing that has been carried out. The results of this study state that the implementation of direct marketing is very important and has been carried out well by the marketing team. Where maintaining good relations with consumers and excellent service are the main factors for increasing customer loyalty.
Implementation of marketing mix strategy to increase room occupancy during covid-19 pandemic at the kayon jungle resort Putri, Ni Made Rian Juniari; Aryana, I Nyoman Rajin; Komala Sari, I Gusti Agung Mas Krisna
Journal of Business on Hospitality and Tourism Vol. 8 No. 1 (2022): June 2022
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jbhost.v8i1.336

Abstract

This research was conducted to know the strengths, weaknesses, opportunities, and threats of The Kayon Jungle Resort during Covid-19 pandemic, business position in IE (Internal – External) matrix, and to find the marketing strategies that can be implemented to increase room occupancy at The Kayon Jungle Resort during Covid-19 Pandemic. Data collection methods that were used in this research were interviews, observation, and questionnaires.  Data analysis techniques were descriptive qualitative analysis, SWOT Analysis, IFAS matrix, EFAS matrix, and IE matrix. The sample in this research used 7 people from Sales and Marketing Department employees, Resort manager, and General Manager of The Kayon Jungle Resort. The results of this research showed 15 internal factors become strengths and 5 internal factors become weaknesses. On the other hand, there were 5 external factors that were opportunities, and 4 external factors become threats. The results of the IE Matrix showed that the position of the company was in the growth strategy (cell II). SWOT analysis produced 9 alternative strategies to increase room occupancy during Covid-19 pandemic at The Kayon Jungle Resort.
Co-Authors Bagiastuti, Ni Ketut Budi Susanto Fuadi, Farouk Puspitasari, Kd. Ayu Sukma Putri, Ni Made Rian Juniari Sari, I Gusti Agung Mas Krisna Komala