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Implementasi Standard Operating Procedure Receptionist dalam Penanganan Check-in dan Check-out Pratiwi , Kadek Ratna Adelia; Arcana , Komang Trisna Pratiwi
Jurnal Ilmiah Pariwisata dan Bisnis Vol. 2 No. 4 (2023): Jurnal Ilmiah Pariwisata dan Bisnis
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/paris.v2i4.402

Penelitian ini bertujuan untuk mengetahui implementasi standard operating procedure (SOP) receptionist dalam penanganan check-in dan check-out. Penelitian ini dilakukan di Anumana Hotel Ubud yang berlokasi di Ubud. Jumlah populasi dalam penelitian ini yaitu tiga staff reception yang bekerja di Anumana Hotel Ubud yang melayani check-in dan check-out. Teknik penentuan sampel menggunakan purposive sampling, diperoleh sampel sebanyak dua orang staff reception yang melayani check-in dan check-out. Teknik analisis data yang digunakan dalam penelitian ini adalah deskriftif (kualitatif) yaitu data didapatkan melalui wawancara serta observasi kemudian kembali diolah oleh peneliti. Teknik penyajian hasil analisis data yang digunakan adalah teknik informal. Berdasarkan hasil penelitian menunjukkan bahwa penerapan standard operating procedure (SOP) check-in telah dijalankan dengan baik, hanya saja belum dilakukan dengan maksimal dan detail. Terdapat tiga dari empat belas prosedur yang jarang diterapkan pada saat check-in. Prosedur penanganan check-out telah diterapkan sesuai standard operating procedure (SOP) yang berlaku. Namun terdapat dua dari dua belas prosedur yang jarang diterapkan dengan baik. The study aims to determine the implementation of the standard operating procedure (SOP) receptionist in handling check-in and check-out. The research was conducted at Anumana Hotel Ubud which is located in Ubud. The population in this study were three reception staff who worked at Anumana Hotel Ubud which served check-in and check-out. The technique of sampling used was purposive sampling method, in order to obtain a sample of two reception staff who served check-in and check-out. The technique of data analysis used in this research descriptive qualitative, namely the data obtained through observation and interview techniques and then processed again by the researcher. The technique of presenting the results of data analysis used is an informal technique. Based on research results showed that the implementation of standard operating procedure (SOP) check-in has been carried out well, but it has not been carried out optimally and in detail. There are three of the fourteen procedures that are rarely applied at check-in. The check-out handling procedures have been implemented with the applicable standard operating procedure (SOP). However, there are two of the twelve procedures that are rarely implemented properly.

Analisis Kepuasan Tamu Terhadap Pelayanan Receptionist dalam Penerapan CHSE di Hotel Handayani , Ni Luh Sri; Arcana , Komang Trisna Pratiwi
Jurnal Ilmiah Pariwisata dan Bisnis Vol. 2 No. 9 (2023): Jurnal Ilmiah Pariwisata dan Bisnis
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/paris.v2i9.554

Pada saat pandemi sektor pariwisata sangat merasakan dampaknya. Sektor pariwisata sempat terpuruk karena dampak dari pandemi selama 2 tahun belakangan ini. Pengelola hotel dapat kembali beroperasional dengan menerapkan protokol kesehatan dan lulus sertifikasi Cleanliness, Health, Safety, Environment (CHSE). Dengan adanya peraturan dari pemerintah tentunya akan ada perubahan Standar Operasional Prosedur (SOP) yang dimiliki hotel sebelum pandemi. Dengan perubahan ini peneliti ingin mengetahui dampak perubahan ini kepada kepuasan yang dirasakan oleh tamu. Maka dari itu tujuan, penelitian yaitu untuk mengetahui kepuasan tamu terhadap kualitas pelayanan receptionist dalam penerapan CHSE di hotel Kuwarasan A Pramana Experience. Penelitiaan ini memiliki dua variabel. Variabel X yaitu Kepuasan Tamu dan variabel Y yaitu Kualitas Pelayanan yang diberikan oleh receptionist. Jenis penelitian ini adalah pendekatan kuantitatif. Jenis data yang digunakan yaitu data kuantitatif dimana hasil dari penelitian akan disajikan dalam bentuk angka. Sumber data pada penelitian ini, yaitu data primer. Dan kuesioner sebagai instrumen penelitian. Dalam kuesioner menggunakan skala ordinal. Populai dari penelitian ini yaitu tamu yang menginap di Hotel Kuwarasan A Pramana Experience. Jumlah sampel ditentukan dengan quota sampling sebanyak 42 responden. Penelitian ini menggunnakan teknik analisis rank spearman untuk mengetahui hasil kerelasi pada kedua variabel. Data yang didapatkan dari 42 responden akan dioleh dengan bantuan software SPSS. Hasil penelitian menunjukan, bahwa kedua variabel memiliki korelasi. Korelasi kedua variabel menunjukan nilai positif yang artinya kedua variabel memiliki hubungan searah, dimana nilai variabel x sangat baik maka pada nilai variabel y akan sangat baik juga. At the time during the pandemic the tourism sector felt the impact. The tourism sector had slumped due to the impact of the pandemic for the past 2 years. Hotel management could reopen their properties by implementing health protocols and passing Cleanliness, Health, Safety, Environment (CHSE) certification. With these regulations from the government, certainly the regulations will change the Standard Operational Procedure (SOP) owned by hotels before the pandemic. With this change, researchers want to know the impact of this change on the satisfaction felt by guests. Based on above reason, the purpose of this study was to determine guest satisfaction with receptionist services quality in the application of CHSE at the Kuwarasan A Pramana Experience hotel. This study has two variables. Variable X is Guest Satisfaction and variable Y is Quality of Service provided by the receptionist. The type of research is a quantitative approach. The type of data used is quantitative data where the results of the research will be presented in the form of numbers. Sources of data of this study is primary data, questionnaire as a research instrument. In the questionnaire using an ordinal scale. The population of this research is guests who stay at Hotel Kuwarasan A Pramana Experience. The number of samples was determined by quota sampling as many as 42 respondents. This study uses the Spearman rank analysis technique to determine the correlation between the two variables. The data obtained from 42 respondents will be obtained with the help of SPSS software. The results, that two variables have a correlation. The correlation of the two variables has a positive value, which means that two variables has a unidirectional relationship, where the value of the x variable is very good, value of y variable will be very good as well.

Implementasi Standard Operating Procedure Receptionist dalam Penanganan Check-in dan Check-out Pratiwi , Kadek Ratna Adelia; Arcana , Komang Trisna Pratiwi
Jurnal Ilmiah Pariwisata dan Bisnis Vol. 2 No. 4 (2023): Jurnal Ilmiah Pariwisata dan Bisnis
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/paris.v2i4.402

Penelitian ini bertujuan untuk mengetahui implementasi standard operating procedure (SOP) receptionist dalam penanganan check-in dan check-out. Penelitian ini dilakukan di Anumana Hotel Ubud yang berlokasi di Ubud. Jumlah populasi dalam penelitian ini yaitu tiga staff reception yang bekerja di Anumana Hotel Ubud yang melayani check-in dan check-out. Teknik penentuan sampel menggunakan purposive sampling, diperoleh sampel sebanyak dua orang staff reception yang melayani check-in dan check-out. Teknik analisis data yang digunakan dalam penelitian ini adalah deskriftif (kualitatif) yaitu data didapatkan melalui wawancara serta observasi kemudian kembali diolah oleh peneliti. Teknik penyajian hasil analisis data yang digunakan adalah teknik informal. Berdasarkan hasil penelitian menunjukkan bahwa penerapan standard operating procedure (SOP) check-in telah dijalankan dengan baik, hanya saja belum dilakukan dengan maksimal dan detail. Terdapat tiga dari empat belas prosedur yang jarang diterapkan pada saat check-in. Prosedur penanganan check-out telah diterapkan sesuai standard operating procedure (SOP) yang berlaku. Namun terdapat dua dari dua belas prosedur yang jarang diterapkan dengan baik. The study aims to determine the implementation of the standard operating procedure (SOP) receptionist in handling check-in and check-out. The research was conducted at Anumana Hotel Ubud which is located in Ubud. The population in this study were three reception staff who worked at Anumana Hotel Ubud which served check-in and check-out. The technique of sampling used was purposive sampling method, in order to obtain a sample of two reception staff who served check-in and check-out. The technique of data analysis used in this research descriptive qualitative, namely the data obtained through observation and interview techniques and then processed again by the researcher. The technique of presenting the results of data analysis used is an informal technique. Based on research results showed that the implementation of standard operating procedure (SOP) check-in has been carried out well, but it has not been carried out optimally and in detail. There are three of the fourteen procedures that are rarely applied at check-in. The check-out handling procedures have been implemented with the applicable standard operating procedure (SOP). However, there are two of the twelve procedures that are rarely implemented properly.

Analisis Kepuasan Tamu Terhadap Pelayanan Receptionist dalam Penerapan CHSE di Hotel Handayani , Ni Luh Sri; Arcana , Komang Trisna Pratiwi
Jurnal Ilmiah Pariwisata dan Bisnis Vol. 2 No. 9 (2023): Jurnal Ilmiah Pariwisata dan Bisnis
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/paris.v2i9.554

Pada saat pandemi sektor pariwisata sangat merasakan dampaknya. Sektor pariwisata sempat terpuruk karena dampak dari pandemi selama 2 tahun belakangan ini. Pengelola hotel dapat kembali beroperasional dengan menerapkan protokol kesehatan dan lulus sertifikasi Cleanliness, Health, Safety, Environment (CHSE). Dengan adanya peraturan dari pemerintah tentunya akan ada perubahan Standar Operasional Prosedur (SOP) yang dimiliki hotel sebelum pandemi. Dengan perubahan ini peneliti ingin mengetahui dampak perubahan ini kepada kepuasan yang dirasakan oleh tamu. Maka dari itu tujuan, penelitian yaitu untuk mengetahui kepuasan tamu terhadap kualitas pelayanan receptionist dalam penerapan CHSE di hotel Kuwarasan A Pramana Experience. Penelitiaan ini memiliki dua variabel. Variabel X yaitu Kepuasan Tamu dan variabel Y yaitu Kualitas Pelayanan yang diberikan oleh receptionist. Jenis penelitian ini adalah pendekatan kuantitatif. Jenis data yang digunakan yaitu data kuantitatif dimana hasil dari penelitian akan disajikan dalam bentuk angka. Sumber data pada penelitian ini, yaitu data primer. Dan kuesioner sebagai instrumen penelitian. Dalam kuesioner menggunakan skala ordinal. Populai dari penelitian ini yaitu tamu yang menginap di Hotel Kuwarasan A Pramana Experience. Jumlah sampel ditentukan dengan quota sampling sebanyak 42 responden. Penelitian ini menggunnakan teknik analisis rank spearman untuk mengetahui hasil kerelasi pada kedua variabel. Data yang didapatkan dari 42 responden akan dioleh dengan bantuan software SPSS. Hasil penelitian menunjukan, bahwa kedua variabel memiliki korelasi. Korelasi kedua variabel menunjukan nilai positif yang artinya kedua variabel memiliki hubungan searah, dimana nilai variabel x sangat baik maka pada nilai variabel y akan sangat baik juga. At the time during the pandemic the tourism sector felt the impact. The tourism sector had slumped due to the impact of the pandemic for the past 2 years. Hotel management could reopen their properties by implementing health protocols and passing Cleanliness, Health, Safety, Environment (CHSE) certification. With these regulations from the government, certainly the regulations will change the Standard Operational Procedure (SOP) owned by hotels before the pandemic. With this change, researchers want to know the impact of this change on the satisfaction felt by guests. Based on above reason, the purpose of this study was to determine guest satisfaction with receptionist services quality in the application of CHSE at the Kuwarasan A Pramana Experience hotel. This study has two variables. Variable X is Guest Satisfaction and variable Y is Quality of Service provided by the receptionist. The type of research is a quantitative approach. The type of data used is quantitative data where the results of the research will be presented in the form of numbers. Sources of data of this study is primary data, questionnaire as a research instrument. In the questionnaire using an ordinal scale. The population of this research is guests who stay at Hotel Kuwarasan A Pramana Experience. The number of samples was determined by quota sampling as many as 42 respondents. This study uses the Spearman rank analysis technique to determine the correlation between the two variables. The data obtained from 42 respondents will be obtained with the help of SPSS software. The results, that two variables have a correlation. The correlation of the two variables has a positive value, which means that two variables has a unidirectional relationship, where the value of the x variable is very good, value of y variable will be very good as well.

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