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

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Penerapan Sapta Pesona Di Desa Kreatif Kampung Bandar Kecamatan Senapelan Kota Pekanbaru Rahma Putri Andita; Elwira Handayani; Lisa Lestari
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.v5i2.13604

Abstract

Penelititan ini berjudul Penerapan Sapta Pesona di Desa Kreatif Kampung Bandar Kecamatan Senapelan Kota Pekanbaru. Tujuan dari penelititan ini adalah untuk mengetahui penerapan sapta pesona di desa kreatif Kampung Bandar Kecamatan Senapelan Kota Pekanbaru. Penelitian ini melibatkan pengelola wisata, masyarakat dan wisatawan sebagai sampel. Teknik pengambilan data yang digunakan adalah dengan cara wawancara, kuesioner, observasi dan dokumentasi. Kondisi kawasan Kampung Bandar saat ini cukup memprihatinkan, tidak teratur, kotor, pemukiman penduduk yang semakin padat, akses jalan lokal yang sempit serta fasilitas umum dan fasilitas sosial masyarakat yang masih minim. Hal ini menjadi faktor penyebab Kampung Bandar kurang maju sebagai destinasi pariwisata sejarah dan budaya. Salah satu upaya yang dapat dilakukan di Kampung Bandar ialah penerapan Sapta Pesona di desa Wisata kampung Bandar, kota Pekanbaru sebagai upaya untuk meningkatkan jumlah kunjungan wisatawan. Penerapan unsur sapta pesona yang di Kampung Bandar dimulai dari yang tertinggi adalah unsur aman, tertib, ramah, bersih, kenangan, sejuk, dan indah. Sementara itu, persepsi wisatawan terhadap penerapan Sapta Pesona di Desa Kreatif Kampung Bandar adalah sangat baik pada unsur Aman, tertib dan ramah, terbukti dari banyaknya respon positif terhadap objek-objek wisata yang ada di Kampung Bandar tersebut. Sedangkan unsur bersih, sejuk, indah dan kenangan mendapat repon baik dari wisatawan.
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.
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 Elwira Handayani Lisa Santiae Maryantina Maryantina Rahma Putri Andita Rusella wong Sefrona Syaiful Sri Febdarina Sri Febdarina Febdarina