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All Journal Pena Justisia: Media Komunikasi dan Kajian Hukum Jurnal Ilmiah Edunomika (JIE) Jurnal Manajemen Perhotelan dan Pariwisata International Journal of Economics, Business Management and Accounting
Widagdo, C Susmono
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice Social Sciences

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Manajemen Keluhan Tamu dan Dampaknya terhadap Reputasi Hotel Anta, Asnar Juliandri Pramadani; Widagdo, C Susmono; Dewi, Idah Kusuma; Krisnatalia, Heni; Maryani, Tri
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 7 No. 1 (2024): Jurnal Manajemen Perhotelan dan Pariwisata
Publisher : Universitas Pendidikan Ganesha

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Abstract

Penelitian ini bertujuan untuk mengkaji pengaruh manajemen keluhan tamu terhadap reputasi hotel bintang 3 di Semarang dan dampaknya terhadap kepuasan tamu. Manajemen keluhan tamu menjadi semakin penting di tengah persaingan ketat industri perhotelan, terutama bagi hotel bintang 3. Penelitian ini menggunakan pendekatan kuantitatif dengan desain survei cross-sectional. Data dikumpulkan dari 100 tamu hotel bintang 3 di Semarang menggunakan kuesioner terstruktur yang mengukur manajemen keluhan tamu, kepuasan tamu, dan reputasi hotel. Analisis data dilakukan menggunakan perangkat lunak statistik SPSS. Hasil penelitian menunjukkan bahwa manajemen keluhan tamu memiliki pengaruh signifikan terhadap kepuasan tamu dan reputasi hotel. Dimensi responsivitas dan empati dalam manajemen keluhan tamu merupakan faktor yang paling berpengaruh terhadap kepuasan tamu. Sementara itu, kualitas komunikasi dan efektivitas penyelesaian keluhan secara signifikan mempengaruhi reputasi hotel. Penelitian ini menyarankan agar manajemen hotel bintang 3 di Semarang meningkatkan pelatihan staf, mengembangkan sistem manajemen keluhan yang mudah diakses, dan memastikan komunikasi yang baik serta transparansi dalam proses penanganan keluhan. Implementasi strategi ini diharapkan dapat meningkatkan kepuasan tamu dan memperkuat reputasi hotel. Penelitian ini memberikan wawasan praktis bagi manajemen hotel untuk mengelola keluhan tamu secara efektif demi kesuksesan operasional hotel.
Optimizing Human Resource Management in the Front Office Department: A Study on Employee Engagement and Service Quality Laia, Serwita; Widagdo, C Susmono
International Journal of Economics, Business Management and Accounting (IJEBMA) Vol. 7 No. 2 (2025): July 2025
Publisher : MultiTech Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59890/ijebma.v7i2.3020

Abstract

This research aims to explore how human resource management (HRM) strategies can be optimized to enhance employee engagement and service quality in the front office department of hotels. Using a qualitative research approach, this study collected data through semi-structured interviews with key managerial informants, including the Front Office Manager, Marketing Manager, and Human Resource Manager. The originality of this study lies in its managerial perspective, providing insights into the strategic implementation of HRM practices in hotel front office operations. The findings reveal that training and development, employee motivation and recognition, workload management, and interdepartmental coordination are critical to optimizing HRM in this department. However, challenges such as budget constraints, inconsistent reward systems, high job stress, and communication gaps hinder effectiveness. To address these issues, this study recommends the adoption of technology-driven training solutions, transparent performance-based incentives, AI-driven workforce scheduling, and digital communication platforms to improve service efficiency and employee satisfaction. The value of this research lies in its contribution to hospitality management literature by providing practical recommendations for enhancing HRM strategies in hotel front office operations. Future research should explore longitudinal impacts of HRM strategies, leadership influence on employee engagement, and employee perspectives to further improve workforce management in the hospitality industry
Green Practices: Revealing the Role of Pro-Environmental Behavior Mediation in Hotel Performance Widagdo, C Susmono; Guritno, Bambang -; Prayogi, Refal -; Anggraeni, Kamelita -; Palupiningtyas, Dyah -
Pena Justisia: Media Komunikasi dan Kajian Hukum Vol. 23 No. 2 (2024): Pena Justisia
Publisher : Faculty of Law, Universitas Pekalongan

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Abstract

This study examines the effects of competence, pro-environmental conduct, and pro-environmental behavior as a mediator on hotel employee performance. Hotel Oak Tree Semarang, a green hotel, hosted the probe. Quantitative survey methods were used. Purposive sampling selected 109 employees for the research. Data were evaluated using AMOS 24's SEM. The results show that competence and pro-environmental behavior boost employee performance. Environmentalism also moderates the effect of competence on employee performance. These findings expand green human resource management (GHRM) and have practical implications for hotel managers seeking to increase employee performance and encourage environmentally friendly practises.
The Impact of High Performance Work Systems (HPWS) on Employee Performance through Employee Empowerment as Mediation Guritno, Bambang; Widagdo, C Susmono; Nugraheni, Krisnawati Setyaningrum
JURNAL ILMIAH EDUNOMIKA Vol. 8 No. 3 (2024): EDUNOMIKA
Publisher : ITB AAS Indonesia Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/jie.v8i3.14615

Abstract

Fierce competition and globalization require organizations to innovate in improving performance, which becomes a priority goal for companies. High Performance Work Systems (HPWS) adopted by companies can enhance employees' skills, motivation, and engagement. Empowerment is considered a positive aspect that must be fulfilled in work and has several characteristics marked by vigor, dedication, and absorption. The urgency of this research is to bridge the gap by investigating the interaction between HPWS, employee empowerment, well-being, and employee performance in academic literature with HPWS designed and implemented in practice. This study aims to investigate and explain theoretically and empirically the impact of HPWS on employee performance through employee empowerment as a mediator. This research will contribute to the field of organizational and management studies and attempt to explain the relationship between HPWS and employee performance. This study uses a quantitative method which is explanatory research that refers to the hypothesis to be tested against the occurring phenomena. This research is analyzed using the Structural Equation Model (SEM) technique with Partial Least Square (PLS) as a tool to process the technique. HPWS (High Performance Work Systems) has a positive and significant effect on employee performance. This shows that the effective implementation of HPWS can directly improve employee performance. HPWS has a positive and significant effect on employee empowerment. The HPWS system implemented by the company has successfully created a supportive work environment and empowered employees. Employee empowerment has a positive and significant effect on employee performance. A high level of empowerment in employees is proven to significantly improve their performance. Employee empowerment mediates the relationship between HPWS and employee performance.
Co-Authors Anggraeni, Kamelita - Anta, Asnar Juliandri Pramadani Bambang Guritno Dewi, Idah Kusuma Guritno, Bambang - Krisnatalia, Heni Laia, Serwita Maryani, Tri Nugraheni, Krisnawati Setyaningrum Palupiningtyas, Dyah - Prayogi, Refal -