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PENGARUH TELEPHONE OPERATOR TERHADAP KEPUASAN TAMU DI HOTEL SINTESA PENINSULA MANADO Merry Adrah; Agus Walansendow
Jurnal Hospitaliti Vol. 2 No. 01 (2023): Jurnal Hospitaliti
Publisher : UPT Penelitian Sekolah Tinggi Ilmu Pariwisata Manado

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The Effect of Telephone Operators on Guest Satisfaction at the Sintesa Peninsula Hotel Manado. The importance of Telephone Operators can be seen in the expression that they are the spearhead of the company, because Telephone Operators play a role as a mouthpiece between the hotel and outsiders. Its main task is to provide fast, friendly and courteous service to all parties who need telephone services. The voice must be in good rhythm and the words spoken must be clear, the intonation of the voice is full of friendliness and attention and always concentrate every time you speak. This study aimed to explain the general duties of telephone operators and to analyze how much influence the performance of telephone operator employees has on the standard operating procedures and job desks of telephone operators. In this study, the techniques used were observation, questionnaire and interview. The final results of the study after analyzing simple linear regression were Ŷ= 5.38 + 0.67X indicating that each increase in one unit of variable X (Telephone Operator Employee Performance) will cause a change in the increase in variable Y (Guest Satisfaction) of 0.67 as well on the contrary. The coefficient of determination r2 = 0.43 or 18.49%. This shows that the variation in the Telephone Operator Employee Performance variable caused by Guest Satisfaction is 18.49%.

PERANAN EXECUTIVE CHEF DALAM FOOD & BEVERAGE PRODUCTION DEPARTEMENT UNTUK MENANGANI BANQUET EVENT DI HOTEL FORMOSA MANADO Sony Wijanarko; Agus Walansendow
Jurnal Hospitaliti Vol. 2 No. 01 (2023): Jurnal Hospitaliti
Publisher : UPT Penelitian Sekolah Tinggi Ilmu Pariwisata Manado

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The working relationship between the Food & Beverage Product or Kitchen and the Banquet Service in general is that the kitchen section handles the food processing process while the Banquet Service section handles the food service process (service), if the two parts work together well then the goals that have been set together will go well, in this case, the goal is to organize a Banquet Event. In this study, the authors conducted research on Hotel Formosa Manado, which is a two-star hotel (**) in the category of business hotel located in the shopping complex of the Bahu Mall Boulevard. By focusing only on one variable that is measured, namely the Role of the Executive Chef in the Banquet Event at the Formosa Manado Hotel. The data obtained were analyzed descriptively qualitatively, that is, describing and explaining the circumstances under study systematically on how the role of the Executive Chef in the Banquet Event at Hotel Formosa Manado for 5 months. Based on the description of the results of the analysis in writing this skripsi, the writer can conclude that in the process of handling banquet events, a solid work team is needed, starting from the first time the customer meets with sales marketing, in this case, the banquet coordinator until function sheets are made and distributed to the department responsible for implementing the banquet event.

PENGARUH PENGURUSAN VISA ON ARRIVAL DI BANDAR UDARA SAM RATULANGI TERHADAP KEPUASAN WISATAWAN MANCANEGARA YANG DATANG DI SULAWESI UTARA Agus Walansendow; Bet El Lagarense; Inggrid N. Tatara
Jurnal Ilmu Pariwisata Vol. 2 No. 01 (2023): Jurnal Ilmu Pariwisata
Publisher : UPT Penelitian Sekolah Tinggi Ilmu Pariwisata Manado

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World Tourism has become a human need throughout the world. Travelling activities continue to be carried out by millions of people in various countries with various backgrounds such as holidays, social or family activities, health, business, sports, conventions, education, and various reasons that encourage tourists to leave their places of residence for a while and visit the area or a country which is not their residence. However, before being able to enjoy the existing tours, tourists must have a visa issued by the destination country as a permit for someone to enter another country. Manado Class I Immigration Office is an agency that deals with tourist travelling documents, and is authorized to give decisions to Indonesian citizens or foreign nationals whether to travel or not. Manado Class 1 Immigration Office has 4 sections in it which really helps people to enjoy tourism and so on. One of the services provided is Visa on Arrival at Samratulangi Manado Airport. The study was intended to analyze, measure and explain the effect of obtaining a Visa on Arrival at Samratulangi Airport on the satisfaction of foreign tourists arriving in North Sulawesi. This research used observation, survey, and interview techniques. The analytical method used is Simple Linear Regression Analysis where the variable (X) is the processing of Visa on Arrival and the variable (Y) is international tourist satisfaction with the equation Y'=a+bX and correlation analysis is to calculate how strong the relationship is between the X and Y variables. The results the end of this study after calculating the simple linear regression analysis of the equation where Y' = 12.30 + 0.30X indicates the variable X (management of Visa on Arrival) will cause a change in the variable Y (satisfaction of foreign tourists) 0.30 and vice versa. The correlation coefficient (r) = 0.97 is close to 1 showing that there is a strong positive effect between variables X and Y and for the determinant coefficient (r2) = 88.52%, which indicates the effect of managing Visa on Arrival on foreign tourist satisfaction.

PENGARUH PROFESIONALISME KERJA TICKETING STAFF TERHADAP LAYANAN TAMU PADA TRAVEL FAIRMON MANADO Merry Adrah; Agus Walansendow; Rahmawati Tohari
Jurnal Ilmu Pariwisata Vol. 2 No. 01 (2023): Jurnal Ilmu Pariwisata
Publisher : UPT Penelitian Sekolah Tinggi Ilmu Pariwisata Manado

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The tourism industry is one of the largest sources of foreign exchange in several countries. Many countries have been working on tourism seriously for the last few years and have made tourism a leading sector, both in terms of earning foreign exchange, creating jobs, and alleviating poverty. There is no doubt about the important role of tourism in economic development in various countries. Fairmon Tours and Travel Manado took part in the tourism industry competition which was established in 1995 which was originally called Maya Express Tours & Travel with experience in operating the travel industry, in providing services to consumers. Moreover, it is supported by the strategic location of travel because initially it was in the Bahu Mall Block W1 Shopping Complex, then moved to Jl. Lembong no. 3-5 which is the center of Manado city. It is expected that they will always maintain service quality standards for guests and all existing employees are equipped with work professionalism and working skills that guests feel that their needs are met by using Fairmon travel Manado services. Ticketing department employees, including ticketing staff, carry out their duties and responsibilities to serve all guest needs, be it for ticket pick-up or tour packages, so that guests are satisfied as a form of work professionalism. The technique used in this research is a quantitative method while the data are collected by observation, interviews, documents and questionnaires. The method used is analysis with simple linear regression where variable X is Work Professionalism and variable Y is Guest service with the equation Y = a+b. The final result after calculating a simple linear regression analysis is the equation Y = 26.5 + 0.27 indicates that each increase of one variable unit (X) Work Professionalism will cause a change in variable increase (Y) Guest service of 0.27 and vice versa, the determinant coefficient r2 = 0.29383 or 29.38%. This shows that the guest service variable caused by work professionalism is 29.38%, the remaining 70.62% is influenced by other factors such as lack of knowledge, discipline, courtesy and creativity in serving guests. For this reason, it is hoped that Fairmon Tours & Travel will maintain and improve work professionalism so that the number of guest visits increases.

PENGARUH KETERSEDIAAN KOMPUTER TERHADAP MUTU LULUSAN KOMPETENSI KEAHLIAN USAHA PERJALANAN WISATA DI SMK NEGERI 1 MANADO Agus Walansendow; Bet El Lagarense; Rein H. Liwutang
Jurnal Ilmu Pariwisata Vol. 2 No. 01 (2023): Jurnal Ilmu Pariwisata
Publisher : UPT Penelitian Sekolah Tinggi Ilmu Pariwisata Manado

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Education sector is a partial effort of improving tourism in Indonesia, because it is education that is expected to produce professional staff in the field of tourism. We can see this from the efforts of the government and the private sector in establishing tourism-related schools, both at the tertiary and high school levels. SMK is an educational institution designed to produce graduates who become middle-class workers in accordance with the demands of the world of work, nationally and globally and thus, their performance needs to be continuously improved so that they can realize quality learning processes and outcomes. This is a formidable challenge for the government, the private sector, and the wider community in general due to the fact that the learning facilities in tourism education are still inadequate, both the teaching staff, textbooks, and other facilities. The purpose of this study was to measure and explain the relationship between the availability of computers as a learning medium and the quality of graduates of the competency skills of the Travel and Tourism Business at SMK Negeri 1 Manado. This study uses a quantitative descriptive method, because in addition to analyzing data with statistical formulas, the authors also want to explain the results of the analysis and interpretation. The method of analysis used is simple linear regression where Variable X is the availability of computers and Variable Y is the quality of graduates' competency expertise in the Travel Business, with correlation coefficient analysis to see the strength and weakness of the relationship between variable X and variable Y. The final results of the study after analyzing the simple linear regression, the correlation coefficient obtained is r = 0.96 indicating that the relationship between computer availability (variable X) and the quality of graduates of Travel Business Skills Competency Travel (variable Y), there is a positive correlation close to 1 and based on the correlation coefficient found 0.96 is included in the very strong category. This means that the availability of computers greatly influences the quality of graduates of the Travel and Tourism Business Skills Competency at SMK Negeri 1 Manado. If the computer owned by SMK Negeri 1 Manado is very good, then automatically the quality of graduates of the Travel and Tourism Business Skills Competency will increase and vice versa. The result of the determinant coefficient (r2) is 0.94 or 94% indicating that there is a 6% change in the variable caused by other factors that are not taken into account.

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