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Suwitra Wirya, I Made
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STRATEGI GUEST RELATION OFFICER GRAND CLUB DALAM PELAYANAN TAMU VIP DAN VVIP DI CLUB LOUNGE HOTEL GRAND HYATT BALI Suwitra Wirya, I Made; Prayogi, Putu Agus; Widiantara, I Gusti Agung Bagus
Jurnal Manajemen Pelayanan Hotel Vol 6 No 1 (2022): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/jmph.060112

Abstract

Perkembangan industri pariwisata yang semakin meningkat di dunia, membuat para investor dan pelaku usaha pariwisata memperkuat usahanya, seperti bisnis restoran dan perhotelan. Hotel adalah salah satu akomodasi yang dibutuhkan wisatawan sebagai tempat tinggal sementara selama perjalanan. Menghadapi persaingan yang semakin ketat, berbagai upaya dilakukan oleh masing-masing hotel, seperti menambah fasilitas yang lebih lengkap, memperbaiki gedung, menambah daftar menu makanan dan meningkatkan standar pelayanan, mulai dari departemen front office, departemen housekeeping dan departemen food and beverage. Guest Relation Officer Grand Club merupakan salah satu bagian dalam departemen front office yang memiliki tugas dan bertanggung jawab untuk memberikan kenyamanan kepada tamu dan menyediakan informasi yang diinginkan tamu, Guest Relation Officer Grand Club dituntut untuk selalu bertindak efektif dalam melayani tamu hotel. Metode yang digunakan adalah deskriptif kualitatif yaitu metode penelitian yang bertujuan untuk mengetahui hal yang dialami oleh objek penelitian seperti perilaku, persepsi, motivasi, tindakan dan lain-lain secara holistik dengan cara deskriptif dalam bentuk kata-kata dan bahasa, pada suatu konteks yang alamiah dan dengan memanfaatkan berbagai metode ilmiah. Teknik pengumpulan data selama penelitian ini menggunakan teknik wawancara, observasi dan dokumentasi. Penelitian dilakukan di Hotel Grand Hyatt Bali selama 6 bulan. Hasil analisis dari penelitian ini adalah Guest Relation Officer Grand Club memiliki peran yang sangat penting dalam sebuah hotel untuk menghasilkan kenyamanan, keamanan dan pelayanan yang baik bagi para tamu. Bahkan Guest Relation Officer Grand Club harus menjalin kerjasama dengan travel agent, agar ketika Guest Relation Officer Grand Club berinteraksi, mereka akan menawarkan paket wisata dan membuat tamu merasa diperhatikan. Kata kunci : Guest Relation Officer Grand Club, Hotel, Pelayanan
Application of The Sustainable Tourism Concept in Aan Tourism Village Klungkung Regency Bali Darma Susila, I Made Gede; Suwitra Wirya, I Made; Purnama Dewi, Desak Made
Jurnal Manajemen Pelayanan Hotel Vol 7 No 1 (2023): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/jmph.070109

Abstract

The development of Aan Village into a tourist village has begun in 2021 where all communities are involved. The advantages possessed by this village are tourist attractions such as Aan Secret Waterfall, Sukanta Wahyu, Bukit Kembar and Petapan Park. The objectives of this study are 1) Know the development of tourism based on the 4A concept that has been done, and 2) Know the application of the concept of sustainable tourism in Aan Tourism Village. The research method used is a qualitative descriptive approach with data collection techniques such as observation, interviews and literature studies. The results of this study found that at this time the development of tourism based on the 4A concept, especially in terms of tourist attraction, is being intensified including natural, cultural and artificial attractions. In addition, improving road access and tourism facilities is being pursued by tourism village managers and village governments. The application of sustainable tourism principles can be applied well considering that this tourism village is still included in the pilot category. Not only from the environmental side but also from the economic and cultural side of the local community. The community is involved in the planning, management, and supervision stages which can provide a sense of ownership and maintain their tourist attractions. It is hoped that with the involvement of all tourism stakeholders, sustainable tourism development can be applied in Aan Tourism Village.Keywords: Tourism Development, Sustainable Tourism, Tourism Village, Aan Village
The Development Strategy of Ngusaba Gumang Ceremony As Leading Cultural Tourism Attraction in Golong Village, Narmada District West Lombok Regency, West Nusa Tenggara. Widiantara, I Gusti Agung Bagus; Suwitra Wirya, I Made; Wartana, I Made Hedy
Jurnal Manajemen Pelayanan Hotel Vol 6 No 2 (2022): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/jmph.060222

Abstract

Cultural Tourism Attractions are spread throughout Indonesia, including on the island of Lombok. These tourist attractions contain religious and cultural values which are reflected in the activities of the local community. We must preserve these religious and cultural values in the midst of globalization. Balinese culture, which breathes Hinduism, which has become a tourist attraction, has also been carried over to West Nusa Tenggara Province, especially on the island of Lombok, since ancient times. This form of culture, in the form of the Ngusaba Gumang Ceremony, is considered necessary to be preserved for the sake of realizing sustainable tourism. The location of the ceremony is located in Golong Village, which is quite close to the tourist destinations of Narmada Park, Suranadi Temple, and the famous Golong Golf Course in West Nusa Tenggara but not yet known to tourists. Based on the stages of development, the Ngusaba Gumang ceremony as a cultural tourism attraction is at the Exploration stage. This stage is characterized by limited and sporadic visits from adventurous people. There was intensivecontact with local residents and using facilities owned by residents with very little social and economic impact. Data analysis techniques used in this study include: Qualitative Descriptive Methods and SWOT analysis. From the results of the SWOT analysis above, it can be concluded that the Ngusaba Gumang Ceremony has the potential to continue to be developed as a leading cultural tourist attraction in West Lombok Regency with advantages in cultural and historical tourist attractions with the existence of this ceremony which is associated with various other tourism activities. As for other activities that can be associated with the Ngusaba Gumang Ceremony, such as culinary tours and spiritual tours and locations for tents/traditional markets in Golong Village. Keywords: Ngusaba Gumang Ceremony, Development Strategy, SWOT Analysis
Management Of Teba Majelangu As Educational Tourism in Denpasar City Suwitra Wirya, I Made; Wisnawa, I Made Bayu; Widiantara, I Gusti Agung Bagus
Jurnal Manajemen Pelayanan Hotel Vol 8 No 1 (2024): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/080114

Abstract

One of the natural, cultural and educational tourist attractions of Denpasar City is Subak TeBA MajelanguEducational Tourism. However, the number of tourists who come to this place is still very low compared toother tourist attractions in Denpasar City. Thus, the manager must make efforts to develop a strategy so thatthe attraction of Subak TeBA Majelangu Educational Tourism becomes an educational tourist attraction in thecity of Denpasar in the most effective way. Therefore, the purpose of this article is to find out the strategies thatare carried out so that Subak TeBA Majelangu Educational Tourism becomes a better educational touristattraction in the city of Denpasar, as well as the efforts made by managers to develop this strategy. This studyused a qualitative research approach involving data collection through observation, interviews anddocumentation. Data collected at the research location through the process of analyzing data, describing thedata and continued with drawing conclusions. The results showed that the Village-Owned Enterprise(BUMDES) of Kesiman Majelangu Village and the Tourism Awareness Group (POKDARWIS) manage theoperations of Subak TeBA Majelangu Educational Tourism which is directly responsible to the villagegovernment. Furthermore, Subak TeBA Majelangu Educational Tourism requires the right strategy to developit. This strategy can include developing tourism products, increasing security, increasing the potential thatcharacterizes Subak TeBA Majelangu Educational Tourism and developing infrastructure and facilities.Keywords: Subak, Educational Tourism, management strategy, management efforts
Analysis of Guest Room Service by Room Attendants in the Housekeeping Department Ayu Suriyani, Ni Nyoman; Darma Susila, I Made Gede; Suwitra Wirya, I Made
Jurnal Manajemen Pelayanan Hotel Vol 7 No 2 (2023): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/jmph.070210

Abstract

Good or bad service of this room section or often called room attendant in affecting guest satisfaction directly.This is because this product is sought after by guests staying at the hotel so that the service requires specialattention. The purpose of this study is to see the general description of hotel room service and changes inphysical services that occur in hotel room service by room attendants from the past to the present. A qualitativedescriptive approach was used based on data collected through observation, literature studies and interviewswith chamber attendants, supervisors and executive housekeepers. The data analysis technique used isqualitative analysis by paying attention to reduction data, display data, and verification data. The concept ofSOP (Standard Operating Procedure) housekeeping service, room attendant service, and traveler satisfactionconcept are used in the analysis to process information about the current condition of room service by roomattendants. The results show that there are some physical service changes that occur in room service accordingto guest requests. Room service currently has several changes due to technological developments so that hotelsneed to adjust to some of the physical services that have been provided before.Keywords: Room analysis, tourist satisfaction, housekeeping department, room attendant
Analysis of the Implementation of Standard Operating Procedures (SOP) in the Housekeeping and Front Office Department of Frii Bali Echo Beach Hotel Canggu Suwitra Wirya, I Made
Jurnal Manajemen Pelayanan Hotel Vol 7 No 1 (2023): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/jmph.070110

Abstract

This research is qualitative research. Data collection from this study used observation, interview and documentation methods. This study aims to analyze the standard operating procedures (SOPs) made and set by hotel management and analyze how the implementation of these SOPs is carried out and adhered to in the housekeeping and front office department of FRii Bali Echo Beach Canggu Hotel. SOP is a guideline that contains operating procedures in an organization or company that is used to ensure the validity of all decisions and actions, as well as the process of using company facilities. This qualitative research refers to 7 main things in standard operating procedures (SOPs) which include efficiency, consistency, minimizing errors, problem solving, labor protection, work maps and defense limits. Research informants were 4 people, namely, housekeeping managers, front office managers and 2 employees (1 housekeeping employee and 1 front office employee). Data collection techniques through interviews. The results of the analysis showed that the housekeeping and front office employees had carried out standard operating procedures (SOPs) set by the management of FRii Bali Echo Beach Canggu Hotel. As for the main things in the SOP for housekeeping and front office, there are several shortcomings, namely efficiency and protection of labor (employees) in the SOP housekeeping (HK). And there are shortcomings in the problem solving section and work map in the front office (FO) department. Keywords: Standard operating procedures, efficiency, consistency, minimizing work errors, problem solving, labor protection, workmap and defense limitations. Keywords: Standard operating procedures, efficiency, consistency, minimizing work errors, problem solving,labor protection, workmap and defense limitations.
Co-Authors Desak Made Purnama Dewi I Gusti Agung Bagus Widiantara I Made Bayu Wisnawa I Made Gede Darma Susila Made Hedy Wartana Ni Nyoman Ayu Suriyani Putu Agus Prayogi