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All Journal Jurnal Ilmu Pariwisata Hospitaliti
Agus Walansendow
Sekolah Tinggi Ilmu Pariwisata Manado
Social Sciences

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Journal : Hospitaliti

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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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Abstract

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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Abstract

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.
Co-Authors Bet El Lagarense Inggrid N. Tatara Merry Adrah Rahmawati Tohari Rein H. Liwutang Sony Wijanarko