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Penanganan Keluhan Tamu Terhadap Pelayanan Front Office pada OTA di Hotel AKB Damayanti, Kadek Venny; Putra, Dewa Gede; Arthini, Ni Nyoman Suci
Journal of Hospitality Accommodation Management (JHAM) Vol. 3 No. 1 (2024): Journal of Hospitality Accommodation Management (JHAM)
Publisher : Program Studi Manajemen Divisi Kamar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jham.v3i1.1284

Complaints are expressions of guest dissatisfaction with the standard of service and facilities of a hotel that are conveyed verbally or in writing. Therefore, it is necessary to handle complaints properly to provide solutions to guest complaints, Later on, it can restore guest confidence and provide satisfaction and loyalty to guests. This study aims to determine how to handle guest complaints about front office services at OTA at HOTEL AKB. The data was obtained using documentation and interview with Front Office Manager to find out information regarding the criteria for handling guest complaints and the responses that should be given referring to guest complaints in Front Office services.The analysis technique used in this research is descriptive qualitative by first describing the existing problems then describing the suitability of the response to handling guest complaints by the hotel so that conclusions can be drawn. The results of this study indicates that the handling of guest complaints on OTA at HOTEL AKB still does not meet applicable standards. This can be proven by the conclusions obtained, namely from seven guest complaints regarding front office services, only three complaints have received a response from the hotel, but two points in the standard handling of guest complaints have not been done. Meanwhile, four other guest complaints have not received a response from the hotel, this means that six important points in the standard for handling guest complaints have not been carried out due to high workload during high or peak occupancy and this also happens because the time to respond to guest complaints is longer than expected. Handling guest complaints at OTA is not implemented due to a lack of regular training

Pelayanan Butler Hotel : Kreasi Nilai Melampaui Harapan Tamu di SBN Resort Wulantari, Putu; Indrayani, I Gusti Ayu Putu Wita; Arthini, Ni Nyoman Suci
Journal of Hospitality Accommodation Management (JHAM) Vol. 3 No. 2 (2024): Journal of Hospitality Accommodation Management (JHAM)
Publisher : Program Studi Manajemen Divisi Kamar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jham.v3i2.1487

Value creation as part of a holistic marketing framework is the ability of marketers to provide benefits to customers. Value creation aims to produce or make a service so needed and attractive in the eyes of consumers. Butlers have the potential to create value creation, because a butler is more be close to guests so that value creation will be easier to implement. This type of research is descriptive qualitative with an emphasis on data and information collected from interviews and documentation. The conclusion of research on value exploration services, a butler is able to understand guest preferences so that the butler can prepare guest needs according to guest expectations. In value creation, the butler creates value creation after understanding the guest's preferences, for example guests having birthdays, wedding anniversaries, honeymoons so that it can be added value in creating value creations to exceed guest expectations. In conveying value, the butler conveys the value that has been created to the guest in an effective and efficient way, for example when guests have a birthday / wedding anniversary / honeymoon prepared before the guest arrives, prepares a guest room with decorations so that the guest feels very satisfied.

RANGKAIAN BUNGA PAPAN ANTARA KEINDAHAN DAN LINGKUNGAN SEBAGAI PENDUKUNG PARIWISATA BERKELANJUTAN Adi, Ida Ayu Sri Puspa; Arthini, Ni Nyoman Suci; Saputra, I Putu Adi
Paryaṭaka Jurnal Pariwisata Budaya dan Keagamaan Vol 2 No 2 (2024): Februari 2024
Publisher : Institut Agama Hindu Negeri Gde Puda Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53977/pyt.v2i2.1549

The purpose of this study was to determine the comparison materials of wooden boards and styrofoam in board flowers in the direction of Nusa Dua tourism destinations. The research methods used was interviews and documentation studies, then the data obtained were analyzed using qualitative descriptive methods. This study uses theories from Veronika & Wardaya regarding factors that influence consumer buying interest in environmentally friendly products. Based on this theory, the answer was obtained that flower boards made from wooden boards have advantages in terms of material price, product quality, product quantity and ease of use of products, while for Styrofoam only superior in terms of product distribution. Based on the results of the study, the advice that can be given is, in addition to starting to follow the regulations issued by the government regarding the cessation of the use of Styrofoam, but also contributing to reducing the use of this Styrofoam material, by replacing the material used in flower boards into more environmentally friendly materials such as wooden boards

Analisis Efektivitas Kerja Style Attendant di Hotel X: Mengatasi Tantangan Kuantitas Kerja untuk Pelayanan Optimal Arthini, Ni Nyoman Suci; Merta, I Nyoman Putra Arta; Iswarini, Ni Ketut
Journal of Hospitality Accommodation Management (JHAM) Vol. 4 No. 1 (2025): Journal of Hospitality Accommodation Management (JHAM)
Publisher : Program Studi Manajemen Divisi Kamar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jham.v4i1.1747

This research was motivated by guest complaints regarding the lack of thoroughness of Style Attendants in carrying out their duties in the Style Department of Hotel X. This study aims to evaluate the work effectiveness of Style Attendants based on three indicators from Hasibuan's theory: work quality, work quantity, and time utilization. Data were collected through interviews and documentation involving three Style Attendants and one team leader. The data analysis technique used in the research is descriptive qualitative. The study's results showed a decrease in effectiveness in the work quantity and time utilization indicators due to excessive additional workloads on runners. However, in the work quality indicator, Style Attendants could complete tasks well and on time. This study is expected to be a basis for increasing the effectiveness of Style Attendants, especially in terms of work quantity, to provide more optimal service to guests.

Decoding Emotional Intelligence of Hospitality Workforce in Bali: Generation Z Perspectives Indrayani, I Gusti Ayu Putu Wita; Sekarti, Ni Ketut; Puspa Adi, Ida Ayu Sri; Arthini, Ni Nyoman Suci; Pitanatri, Made Uttari
Jurnal Penelitian Pariwisata Vol 8 No 1 (2024): (TRJ) Tourism Research Journal
Publisher : Institut Pariwisata Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30647/trj.v8i1.250

Emotional intelligence plays a central role in the hospitality industry as it significantly influences service quality, workplace relationships, and hotel reputation. However, empirical studies on emotional intelligence in previous literature have not specifically focused on Generation Z, the youngest generation entering the workforce. This research aims to identify the emotional intelligence of Generation Z employees. The research adopts a sequential explanatory mixed-method approach, utilizing a questionnaire distributed to 115 Generation Z employees and conducting interviews with middle and top managerial levels in five-star hotels in Bali. The research findings indicate that the emotional intelligence of Generation Z employees varies at different levels across various dimensions. While employees demonstrate an understanding of their own emotions and effectively manage them in service delivery, there is a need for improvement in their ability to comprehend the emotions of others. The practical implications of these findings suggest that hotel management should focus on creating a supportive work environment that enhances employee well-being, including adjustments to work schedules, stress management, and well-being programs to maintain their emotional balance. This study may significantly contribute to the development of effective strategies to optimize the potential of Generation Z employees in achieving service excellence and organizational success. Keywords: hospitality, psychological capital, subjective well-being

Penanganan Keluhan Tamu Terhadap Pelayanan Front Office pada OTA di Hotel AKB Damayanti, Kadek Venny; Putra, Dewa Gede; Arthini, Ni Nyoman Suci
Journal of Hospitality Accommodation Management (JHAM) Vol. 3 No. 1 (2024): Journal of Hospitality Accommodation Management (JHAM)
Publisher : Program Studi Manajemen Divisi Kamar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jham.v3i1.1284

Complaints are expressions of guest dissatisfaction with the standard of service and facilities of a hotel that are conveyed verbally or in writing. Therefore, it is necessary to handle complaints properly to provide solutions to guest complaints, Later on, it can restore guest confidence and provide satisfaction and loyalty to guests. This study aims to determine how to handle guest complaints about front office services at OTA at HOTEL AKB. The data was obtained using documentation and interview with Front Office Manager to find out information regarding the criteria for handling guest complaints and the responses that should be given referring to guest complaints in Front Office services.The analysis technique used in this research is descriptive qualitative by first describing the existing problems then describing the suitability of the response to handling guest complaints by the hotel so that conclusions can be drawn. The results of this study indicates that the handling of guest complaints on OTA at HOTEL AKB still does not meet applicable standards. This can be proven by the conclusions obtained, namely from seven guest complaints regarding front office services, only three complaints have received a response from the hotel, but two points in the standard handling of guest complaints have not been done. Meanwhile, four other guest complaints have not received a response from the hotel, this means that six important points in the standard for handling guest complaints have not been carried out due to high workload during high or peak occupancy and this also happens because the time to respond to guest complaints is longer than expected. Handling guest complaints at OTA is not implemented due to a lack of regular training

Pelayanan Butler Hotel : Kreasi Nilai Melampaui Harapan Tamu di SBN Resort Wulantari, Putu; Indrayani, I Gusti Ayu Putu Wita; Arthini, Ni Nyoman Suci
Journal of Hospitality Accommodation Management (JHAM) Vol. 3 No. 2 (2024): Journal of Hospitality Accommodation Management (JHAM)
Publisher : Program Studi Manajemen Divisi Kamar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52352/jham.v3i2.1487

Value creation as part of a holistic marketing framework is the ability of marketers to provide benefits to customers. Value creation aims to produce or make a service so needed and attractive in the eyes of consumers. Butlers have the potential to create value creation, because a butler is more be close to guests so that value creation will be easier to implement. This type of research is descriptive qualitative with an emphasis on data and information collected from interviews and documentation. The conclusion of research on value exploration services, a butler is able to understand guest preferences so that the butler can prepare guest needs according to guest expectations. In value creation, the butler creates value creation after understanding the guest's preferences, for example guests having birthdays, wedding anniversaries, honeymoons so that it can be added value in creating value creations to exceed guest expectations. In conveying value, the butler conveys the value that has been created to the guest in an effective and efficient way, for example when guests have a birthday / wedding anniversary / honeymoon prepared before the guest arrives, prepares a guest room with decorations so that the guest feels very satisfied.

The Effectiveness of Dual Roles for Style Attendants at Hotel WXY Kristiari, Oniek; Arthini, Ni Nyoman Suci; Indrayani, I Gusti Ayu Putu Wita
Indonesian Journal of Interdisciplinary Research in Science and Technology Vol. 2 No. 10 (2024): October 2024
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/marcopolo.v2i10.11253

This study was motivated by guest complaints about the housekeeping department at Hotel WXY due to the lack of accuracy of the style attendant in handling work, which was caused by the dual role they had. This study aims to evaluate the effectiveness of the dual role. Data were collected through interviews with two style attendants and a supervisor, using three indicators of work effectiveness from Hasibuan: work quality, work quantity, and time utilization. The results of the study showed that the dual role was not yet effective in terms of work quality, but was quite effective in terms of work quantity and time utilization. This study is expected to improve the effectiveness of the style attendant's work, especially in terms of work quality

Front Office Attendant Proactive Work Behavior Praditya, Kadek Regi; Indrayani, I Gusti Ayu Putu Wita; Arthini, Ni Nyoman Suci
Indonesian Journal of Interdisciplinary Research in Science and Technology Vol. 2 No. 10 (2024): October 2024
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/marcopolo.v2i10.11261

This study aims to determine the implementation of proactive work behavior shown by Front Office Attendants at MLV Hotel. The data collection technique in this study was by conducting direct interviews with the Hotel Manager and Front Office Supervisor. This study uses qualitative descriptive data analysis techniques that refer to five indicators, namely high initiative, high sense of responsibility, adaptive ability, problem-solving ability, clear and measurable work goals. The results of this study indicate that not all front office attendants have implemented proactive work behavior optimally, especially in the indicators of high initiative at work and high sense of responsibility. MLV Hotel management is advised to provide rewards to front office attendants who have implemented proactive work behavior and also provide punishment to front office attendants who have not shown a full sense of responsibility at work.

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