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Aryanti, Seffa
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Biochemistry, Genetics & Molecular Biology Computer Science & IT Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Health Professions Languange, Linguistic, Communication & Media

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PERANAN EXECUTIVE LOUNGE ATTENDENT TERHADAP TINGKAT KEPUASAN TAMU DI SHERATON BANDUNG HOTEL & TOWERS Andriyono, Toni; Aryanti, Seffa
Jurnal Ekonomi Manajemen Bisnis Dan Akuntansi : EMBA Vol 4 No 1 (2025): JURNAL EKONOMI MANAJEMEN BISNIS dan AKUNTANSI : EMBA
Publisher : Pusat Penelitian dan Pengabdian pada Masyarakat (P3M) Politeknik Pajajaran ICB Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59820/emba.v4i1.438

Abstract

Abstract Service in the Executive Lounge is one of the key factors in creating a memorable guest experience in five-star hotels. This study aims to analyze the role of Executive Lounge Attendants in relation to guest satisfaction at Sheraton Bandung Hotel and Towers. The research method used is a descriptive qualitative approach with data collection techniques including observation, in-depth interviews, and documentation study. The findings indicate that the roles of Executive Lounge Attendants include welcoming guests, providing food and beverage service, delivering information, and handling special guest needs. Friendly, prompt, and professional service quality significantly contributes to guest satisfaction. In conclusion, Executive Lounge Attendants play a strategic role in creating comfort, loyalty, and a positive image of the hotel. The recommendations proposed are continuous training, service standardization, and regular evaluation of guest satisfaction. Keywords: Executive Lounge, Attendant, Service, Guest Satisfaction, Sheraton Bandung Hotel
PERANAN EXECUTIVE LOUNGE ATTENDENT TERHADAP TINGKAT KEPUASAN TAMU DI SHERATON BANDUNG HOTEL & TOWERS Andriyono, Toni; Aryanti, Seffa
Jurnal Perhotelan dan Pariwisata Vol 4 No 1 (2025): JURNAL PERHOTELAN DAN PARIWISATA (TELPAR)
Publisher : LPPM Politeknik Pajajaran ICB Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59820/telpar.v4i1.423

Abstract

Service in the Executive Lounge is one of the key factors in creating a memorable guest experience in five-star hotels. This study aims to analyze the role of Executive Lounge Attendants in relation to guest satisfaction at Sheraton Bandung Hotel and Towers. The research method used is a descriptive qualitative approach with data collection techniques including observation, in-depth interviews, and documentation study. The findings indicate that the roles of Executive Lounge Attendants include welcoming guests, providing food and beverage service, delivering information, and handling special guest needs. Friendly, prompt, and professional service quality significantly contributes to guest satisfaction. In conclusion, Executive Lounge Attendants play a strategic role in creating comfort, loyalty, and a positive image of the hotel. The recommendations proposed are continuous training, service standardization, and regular evaluation of guest satisfaction. Keywords: Executive Lounge, Attendant, Service, Guest Satisfaction, Sheraton Bandung Hotel
Co-Authors Andriyono, Toni