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Wulanda, Olivia Diva
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PERAN KOMUNIKASI INTERPERSONAL FRONT OFFICE DALAM MENINGKATKAN PENGALAMAN TAMU DI ASIALINK HOTEL BY PRASANTHY BATAM Wulanda, Olivia Diva; Andri Wibowo; Lubis, Arina Luthfini; Fatimah, Zahara
JURNAL MEKAR Vol. 3 No. 1 (2024): APRIL 2024
Publisher : Puslitabmas Batam Tourism Polytecnic

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59193/jmr.v3i1.287

Abstract

This study discusses the critical role of interpersonal communication carried out by the front office team in enhancing the guest experience at the Asialink Hotel in Batam. Through qualitative research methods, data were collected via interviews and direct observations of both front office staff and hotel guests. The findings reveal that effective and friendly communication from the front office not only strengthens relationships with guests but also significantly contributes to guest satisfaction and loyalty. These results underscore the essential nature of communication skills within the hospitality industry and highlight their impact on service quality. The study suggests that management should prioritize training programs focused on enhancing these skills to improve overall guest experience. Furthermore, the front office staff demonstrated high levels of empathy, showing keen sensitivity to guest needs and a proactive approach to addressing complaints. Their supportive and positive attitudes were evident as they responded to guest concerns with spontaneity and clarity, using polite language and maintaining friendliness while providing information. The staff's ability to offer relevant supporting information further enhances guest experience. Additionally, the study found that the front office staff exhibited fairness and equality in their service delivery, ensuring that all guests received consistent, high-quality service without discrimination. This comprehensive approach to communication highlights its vital role in the success of the hospitality industry.
STUDI EVALUASI OUTSOURCING PADA ASPEK PELAYANAN TAMU DI HOTEL HARMONI KOTA BATAM Wulanda, Olivia Diva; Andri Wibowo; Nensi Lapotulo; Devid Trinaldo Simatupang; I Wayan Thariqy Kawakibi Pristiwasa
Journal of Innovation Research and Knowledge Vol. 4 No. 6: Nopember 2024
Publisher : Bajang Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53625/jirk.v4i6.8870

Abstract

Di masa saat ini penggunaan jasa outsourcing seperti kebutuhan karena selain bisa menekan biaya perusahaan, perusahaan pengguna jasa dapat lebih fokus terhadap core business-nya. Outsourcing telah menjadi praktik umum di berbagai industri, termasuk perhotelan. Melalui outsourcing, hotel dapat mempekerjakan tenaga kerja untuk fungsi-fungsi tertentu tanpa harus mengelola mereka secara langsung sebagai karyawan tetap. Studi kualitatif memberikan pemahaman mendalam tentang evaluasi kinerja outsorcing dalam aspek kualitas pelayanan di hotel Batam. Penelitian membahas mengenai dampak outsourcing sebagai penyedia sumber daya manusia terhadap produktivitas karyawan hotel. Oleh karena itu, diperlukan evaluasi yang mendalam terhadap penerapan outsourcing di hotel, terutama dalam aspek pelayanan tamu. Evaluasi outsourcing harus fokus pada relevansi, efisiensi, efektivitas, keberlanjutan dan dampak tenaga outsourcing juga membawa berbagai pengalaman dan keterampilan yang dapat meningkatkan layanan. Kualitas pelayanan outsourcing di Hotel Harmoni One Batam dapat dinilai baik karena staf outsourcing mampu memberikan pelayanan yang andal, responsif, profesional, dan penuh perhatian kepada tamu. Manajemen hotel berhasil menjaga standar tinggi melalui pelatihan, pengawasan, dan pengelolaan yang baik terhadap staf outsourcing. Dengan pelayanan yang konsisten dan profesional, Hotel Harmoni One mampu menciptakan pengalaman positif bagi tamu, yang berkontribusi pada reputasi hotel sebagai salah satu tempat konferensi dan bisnis terkemuka di Batam.
Co-Authors Andri Wibowo Devid Trinaldo Simatupang Fatimah, Zahara I Wayan Thariqy Kawakibi Pristiwasa Lubis, Arina Luthfini Nensi Lapotulo