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All Journal Jurnal Sinergitas PkM & CSR West Science Journal Economic and Entrepreneurship Bogor Hospitality Journal
Ishak, Riani
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Public Health Social Sciences Other

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Journal : Bogor Hospitality Journal

 1 
SERVICE-EXCELLENT GUEST REVIEW OLEH FRONT OFFICE HOTEL SEBAGAI STRATEGI MEMPERTAHANKAN LOYALITAS TAMU Ishak, Riani; Yuwantiningrum, Sri Endah; Samuel
Bogor Hospitality Journal Vol 7 No 2 (2023): Bogor Hospitality Journal
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat Sekolah Tinggi Pariwisata Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55882/bhj.v7i2.87

Abstract

This research focuses on analyzing customer complaint management strategies through online reviews at the favehotel Padjadjaran in Bogor City in an effort to maintain guest loyalty so that excellent service is in accordance with the corporate values promoted by the hotel towards customers. The aim of this research is to analyze the handling of customer complaints at the favehotel Padjajaran hotel, Bogor city, by the Front Office Division. The research method is qualitative-descriptive which uses observation, interviews (in-depth interviews) and documentation for data collection supported by library research, where the data sources studied in this research are reference books and scientific articles from journals. The data sources in this research are the hotel manager, Front Office Manager, other division managers, FO supervisors, and the front desk staff team. The results of the collected data are described descriptively. The results obtained in this research indicate that handling customer reviews and complaints submitted online and offline can be done using various methods. Identification of the type of complaint determines the appropriate method that should be applied. The skill of handling online reviews quickly needs to be mastered by the Hotel Front Office in order to retain guests to want to stay again. Therefore, increasing positive ratings (reviews) of hotels is the obligation of the hotel front office. In an effort to provide excellent service to customers so that customers remain loyal. The application of the ILEAD and HEAT methods is still appropriate for handling offline complaints, and the RIFD method is more appropriate for handling online complaints and reviews at favehotel Padjajaran Bogor.
Pengaruh Kualitas Makanan Terhadap Kepuasan Konsumen di Royal Tulip Gunung Geulis Resort & Golf Hotel Bogor Skawanti, Julia R.; Ishak, Riani; Alhadar, Salsabila
Bogor Hospitality Journal Vol 8 No 2 (2024): Desember 2024
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat Sekolah Tinggi Pariwisata Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55882/bhj.v8i2.130

Abstract

Food is one of the main products offered in the tourism industry, especially in hotels. Intense competition among similar businesses requires the Royal Tulip Gunung Geulis Resort & Golf Bogor to continuously innovate and maintain service quality. Customer complaints regarding food quality not meeting expectations serve as the background for this study. This research adopts a quantitative approach with the aim of presenting data in a structured, comprehensive, valid, and accountable manner. Data analysis was conducted using descriptive quantitative techniques. A total of 100 respondents, consisting of customers or guests who had consumed food at the Royal Tulip Gunung Geulis Resort & Golf Bogor during 2022, were selected as the sample using Non-Probability Sampling and incidental sampling techniques. Data were collected through a questionnaire and processed using regression analysis with SPSS 28 software. The results of this study indicate a significant influence of food quality on customer satisfaction at the hotel. This is evidenced by a t-value greater than the critical t-value (11.356 > 1.984) and a significance value smaller than 0.05 (0.01 < 0.05). The relationship is strong, with a correlation coefficient of 0.754, where food quality contributes 56.8% to customer satisfaction, while the remaining 43.2% is influenced by other variables not examined in this study
Co-Authors Alexander Setiawan Alhadar, Salsabila Dina Mayasari Soeswoyo, Dina Mayasari Heni Widyaningsih, Heni Mansyur, Sulaiman Samuddin, Syurwana Farwita Samuel Skawanti, Julia R. Yuwantiningrum, Sri Endah