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All Journal FINANCE : International Journal Of Management Finance
Hengky, SH
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Economics, Econometrics & Finance

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Journal : FINANCE : International Journal Of Management Finance

 1 
Front Office Communication Management in Handling Guest Complaints at Three-Star Hotels in Bogor Sulastri, Sulastri; Hengky, SH
Finance : International Journal of Management Finance Vol. 2 No. 3 (2025): March
Publisher : Publikasi Inspirasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62017/finance.v2i3.128

Abstract

The hospitality enterprise is fantastically depending on effective verbal exchange between team of workers and guests, specifically within the coping with of court cases that immediately have an effect on consumer pride and loyalty. In three-big name hotels, in which provider requirements are moderate however opposition is severe, the front office performs a vital role because the primary factor of touch for guests. This study aims to research the effectiveness of the front workplace verbal exchange control—especially readability, empathy, and responsiveness—in coping with visitor complaints at 3-celebrity hotels in Bogor. A quantitative, explanatory studies design was employed, related to one hundred twenty respondents (eighty guests and forty front office group of workers) from 5 lodges. statistics have been amassed thru a established questionnaire and analyzed the use of SPSS 26.zero, with descriptive facts, one-manner ANOVA, and put up-hoc Tukey tests. The consequences imply that empathy and clarity are the most powerful predictors of guest pleasure, at the same time as responsiveness, although superb, showed relatively decrease performance. The ANOVA consequences in addition discovered huge differences in delight across distinct stages of communication effectiveness, with the biggest gap among low and excessive stages. those findings verify that powerful conversation control is a essential determinant of carrier recovery success. The study contributes theoretically by way of reinforcing verbal exchange’s function as a critical detail of provider nice and criticism dealing with, and almost by means of imparting inn managers with actionable pointers for training, popular procedures, and remarks structures. improving conversation control within the front office is therefore no longer most effective a means of resolving court cases however additionally a strategic technique to enhancing visitor pleasure, building loyalty, and ensuring competitiveness inside the hospitality sector
Room Service: Communication Management in Handling Guest Complaints at Three-Star Hotels in Bogor Ayu Pradnyani, Ketut; Hengky, SH
Finance : International Journal of Management Finance Vol. 2 No. 3 (2025): March
Publisher : Publikasi Inspirasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62017/finance.v2i3.129

Abstract

This looks at investigates the effectiveness of communication control with the aid of room service team of workers in coping with visitor lawsuits at 3-megastar hotels in Bogor. The studies adopt a quantitative survey approach, accumulating statistics from both lodge visitors and provider team of workers to seize perspectives on carrier interactions. Statistical evaluation changed into performed using SPSS, with descriptive tabulation employed to profile respondents and summarize communique practices. moreover, one-way ANOVA was implemented to have a look at the have an impact on of three key conversation control dimensions—readability, empathy, and responsiveness—on guest pleasure tiers. The findings display that clarity of facts and empathetic verbal exchange have a big fantastic effect on visitor satisfaction, while responsiveness suggests a weaker effect and suggests an area requiring managerial development. those outcomes spotlight the crucial role of effective conversation in shaping carrier recuperation effects and advise that motel management must prioritize education applications that decorate group of workers empathy and readability whilst addressing visitor concerns. by using doing so, three-famous person accommodations in Bogor can beef up client loyalty, improve service best, and stay competitive within the hospitality industry.
Food and Beverage Services: Communication Management in Handling Guest Complaints at Three-Star Hotels in Bogor Budayasa, I Ketut; Hengky, SH
Finance : International Journal of Management Finance Vol. 2 No. 3 (2025): March
Publisher : Publikasi Inspirasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62017/finance.v2i3.131

Abstract

This observe explores the function of conversation control in handling guest complaints in the food and Beverage (F&B) departments of three-Star resorts in Bogor. powerful verbal exchange is important in addressing guest worries directly and professionally, making sure carrier recuperation, and retaining basic visitor pleasure. using a quantitative studies design, records had been amassed from 100 respondents, consisting of hotel visitors and F&B body of workers, via based questionnaires. The statistics were analyzed the usage of SPSS 26.0, incorporating descriptive information, validity and reliability assessments, and one-manner ANOVA to take a look at variations in perceptions of conversation effectiveness. The effects suggest that empathy and readability are the most influential dimensions of communication in positively impacting guest pride, while responsiveness changed into recognized as an area requiring improvement. those findings emphasize the importance of dependent criticism-dealing with protocols, centered communication education for F&B personnel, and systematic monitoring to decorate service restoration. The observe presents practical suggestions for lodge managers aiming to improve operational efficiency and enhance purchaser relations thru powerful communique control.
Tourist Satisfaction: The Role of Tour Guide Competence in Destination Management Kurniawan, Krisanti; Kusumaningsih, Riski Putri; Hengky, SH
Finance : International Journal of Management Finance Vol. 2 No. 3 (2025): March
Publisher : Publikasi Inspirasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62017/finance.v2i3.132

Abstract

In the context of tourism destination management, this study examines the relationship between tour guide competence and tourist satisfaction. Tourism publications often provide important input for tourists, particularly regarding their travel experiences or stories. This survey data involved a sample of 100 domestic and international tourists, predominantly respondents of productive age, who were national tourists. The data tabulation used in this study using SPSS v29 was used for descriptive data analysis, reliability testing, and regression analysis. The findings indicate that competency dimensions—communication competence, cultural knowledge, problem-solving skills, and professionalism—play a significant role in increasing tourist satisfaction. The implications of this research are useful for tourism destination managers and policymakers. A limitation of this study is that it does not yet address internal and external motivations and/or tourist objectives.
Co-Authors Ayu Pradnyani, Ketut I Ketut Budayasa Kurniawan, Krisanti Kusumaningsih, Riski Putri Sulastri Sulastri