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All Journal Toba: Journal of Tourism, Hospitality, and Destination
Sri Febdarina
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Social Sciences

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Pengaruh Pelatihan dan Motivasi Kerja terhadap Kinerja Karyawan di Fox Hotel Pekanbaru Maryantina , Maryantina; Sri Febdarina; Santiae, Lisa; Lestari, Lisa; Syaiful, Sefrona
TOBA: Journal of Tourism, Hospitality, and Destination Vol. 4 No. 3 (2025): Agustus 2025
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55123/toba.v4i3.6204

Abstract

Employee performance is a crucial element in the success of hotel industry operations that are increasingly competitive. The phenomenon of low employee performance in the hospitality sector is often associated with the lack of effective training programs and work motivation. This study aims to determine the effect of training and work motivation on employee performance simultaneously and partially at FOX Hotel Pekanbaru. This study uses quantitative methods with data collection techniques in the form of observation, interviews, questionnaires and documentation. the sample of this study was 77 people consisting of all FOX Hotel employees who were taken by saturated sampling. the data were analyzed descriptively to describe the research data, and multiple linear regression analysis to test the effect of independent variables on one dependent variable. The results of this study indicate that the simultaneous test of training and work motivation has a significant effect on employee performance at FOX Hotel Pekanbaru which is indicated by the Fcount > Ftable value of 14,262 > 3. 122 means that training and work motivation have a significant effect on employee performance at FOX Hotel Pekanbaru, and the amount of influence is shown by the results of the determinant test (R2) or R Square 0.729 means that the effect of training and work motivation on employee performance FOX Hotel Pekanbaru is 72.9% while the remaining 27.1% is influenced by other factors outside of this research variable such as job satisfaction, work ability, work environment, and compensation. While the effect of training partially indicated by the value of tcount > ttable which is equal to 3.373 > 1.666, partially significant effect on employee performance at FOX Hotel Pekanbaru. Based on the findings of this study, FOX Hotel Pekanbaru management is advised to prioritize the implementation of recognition systems, career development pathways, and employee empowerment programs as key strategies for improving performance.
Peranan Guest Relation Officer dalam Meningkatkan Kepuasan Tamu di Hotel Grand Elite Pekanbaru Sri Febdarina; Julianto, Aldi; Maryantina, Maryantina; Lestari, Lisa; Suryana, Asur
TOBA: Journal of Tourism, Hospitality, and Destination Vol. 4 No. 4 (2025): November 2025
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55123/toba.v4i4.6813

Abstract

Service quality is a key factor that determines guest satisfaction and loyalty in the hospitality industry. Guest Relations Officers (GROs) play an important role as liaisons between guests and hotel management, especially in creating personalized and memorable stays. This study aims to analyze the role of GRO in improving guest satisfaction at the Grand Elite Hotel in Pekanbaru. The research method used is descriptive with a mixed methods approach, namely qualitative through observation and in-depth interviews with the Front Office Manager and GRO staff, and quantitative through the distribution of questionnaires to 95 hotel guests.This study was conducted at the Grand Elite Hotel in Pekanbaru from February to May 2023. Service analysis was carried out based on the five dimensions of SERVQUAL service quality, namely reliability, responsiveness, assurance, empathy, and tangibles. The results showed that GRO service quality was in the “good” category with an average score of 4.03, while guest satisfaction reached 4.14. The tangibles dimension received the highest score, while responsiveness received the lowest score due to limited staff numbers and overlapping duties between GRO and receptionists. These findings highlight the importance of increasing the number and competence of GRO staff so that service can be provided optimally and consistently. It is recommended that hotel management restructure the Front Office and provide ongoing training for GRO staff to strengthen guest satisfaction and loyalty on an ongoing basis.
Penerapan SOP Waiter/waitress terhadap Kualitas Pelayanan untuk Meningkatkan Kepuasan Tamu di Restaurant Peterseli Kitchen Asur Suryana; Ika Fitria Hasibuan; Sri Febdarina; Dini Ramadhani; Maryantina, Maryantina
TOBA: Journal of Tourism, Hospitality, and Destination Vol. 5 No. 1 (2026): Februari 2026
Publisher : Yayasan Literasi Sains Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55123/toba.v5i1.7426

Abstract

Service quality is a crucial factor in determining customer satisfaction in the restaurant industry. This study aims to analyze the implementation of waiter/waitress SOPs, service quality, and guest satisfaction at Peterseli Kitchen Restaurant Pekanbaru. This research employed a qualitative descriptive method with data collection techniques through interviews, observations, and questionnaires. Research respondents consisted of 99 restaurant guests, 10 waiters/waitresses, 1 head captain, and 1 manager. Service quality was measured using five SERVQUAL dimensions (Tangible, Empathy, Reliability, Responsiveness, and Assurance), while guest satisfaction was measured through three indicators (meet expectation, repurchase intention, and willing to recommendation) using a 5-point Likert scale. The results showed that the implementation of waiter/waitress SOPs has been carried out very well through 15 consistent operational procedure stages. Service quality obtained an average score of 4.9, which is categorized as very good, with all dimensions showing optimal performance. Guest satisfaction was also in the very satisfied category with an average score of 4.9, indicating that guests have a high interest in making repeat visits and recommending the restaurant to others. This study concludes that the implementation of structured SOPs and strict supervision have a positive effect on service quality and guest satisfaction. It is recommended that the restaurant continues to maintain existing service standards while developing product diversification strategies to expand market segments.
Co-Authors Asur Suryana Dini Ramadhani Ika Fitria Hasibuan Julianto, Aldi Lisa Lestari Maryantina , Maryantina maryantina maryantina, maryantina Santiae, Lisa Sefrona Syaiful, Sefrona Suryana, Asur