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All Journal International Journal of Travel, Hospitality and Events
Ni Ketut Bagiastuti
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Decision Sciences, Operations Research & Management Education Social Sciences Transportation Other

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The Implementation of CHSE in Front Office Departement at The Apurva Kempinski Bali I Gede Eka Suryawan; Ni Ketut Bagiastuti; I Ketut Suarja; Made Sudiarta
International Journal of Travel, Hospitality and Events Vol. 2 No. 1 (2023): International Journal of Travel, Hospitality and Events
Publisher : The Postgraduate School of Tourism Sahid Polytechnic

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56743/ijothe.v2i1.233

Abstract

Purpose: This study aims to determine the model and impact of the implementation of CHSE at The Apurva Kempinski Bali, especially in the front office department. Research methods: The study uses qualitative techniques with 5 approach models. The types of data used in this research are qualitative and quantitative. The method of data collection in this research is carried out by several stages, namely observation, interview, documentation, and literature research. Results and discussion: The results of the study are the front office department at The Apurva Kempinski has 3 models of implementations CHSE. The 3 model CHSE implementation are model implementation provided by hotel, model implementation done by hotel guest, and model implementation done by cast and crew front office departement. Implication: The implementation of CHSE at The Apurva Kempinski Bali received positive comments from guests. Keywords:: protocol of healty, CHSE, front Office, Covid-19.
Applying Green Hotel to Enhance Service Quality of The Front Office Staff at Mercure Bali Legian Ni Kadek Putri Wulandari; Nyoman Mastiani Nadra; Ni Ketut Bagiastuti; I Ketut Astawa; I Made Budiasa
International Journal of Travel, Hospitality and Events Vol. 2 No. 2 (2023): International Journal of Travel, Hospitality and Events
Publisher : The Postgraduate School of Tourism Sahid Polytechnic

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56743/ijothe.v2i2.254

Abstract

Purpose: This study aims to analyze the application of green hotels to improve the service quality of front office staff at Mercure Bali Legian and to identify indicators that need to be improved and maintained in the service quality of front office staff at the hotel. Research methods: The sample selection is 65 respondents and three ants, and the sampling is done by incidental sampling technique. A questionnaire is distributed to respondents. The analyticamethodue used in this research is descriptive qualitative analysis to determine the application of green hotels at Mercure Bali Legian and dynamic quantity analysis, namely imporimportance-performanceysis (IPA) yous, se d to classify service quality indicators that need to be improved and maintained into Cartesian diagram. Results and discussion: The application of green hotels has been maximally implemented by the front office staff at Mercure Bali Legian. The results of this study indicate that two indicators need to be improved in the quality of service, namely the indicator of handling guest complaints quickly and well and the indicator of staff providing information abouassistancees with environmentally friendly actions that are easy for guests to understand. Implication: There are five indicators that the front office staffs need to maintain the quality of service, namely the hotel lobby indicator is clean and smoke-free, supports the environmentally friendly concept during the check-in process by minimizing the use of paper, the staffs inform the hotel facilities including energy-saving facilities in the hotel, giving welcome drink using drinks from local products, and front office staffs providing information about the cashless program   Keywords: green hotel, front office, quality of service, importance-performance analysis.
Co-Authors I Gede Eka Suryawan I Ketut Astawa I Ketut Suarja I Made Budiasa Made Sudiarta Ni Kadek Putri Wulandari Nyoman Mastiani Nadra