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All Journal Indonesian Journal of Interdisciplinary Research in Science and Technology (MARCOPOLO)
Arsani, Putu Satya Dewi
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Humanities Civil Engineering, Building, Construction & Architecture Decision Sciences, Operations Research & Management Education Social Sciences

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The Role of Guest Experience in Providing Excellent Service to Guests at Sofitel Bali Nusa Dua Arsani, Putu Satya Dewi; Wulan, Anak Agung Istri Ratna Sari; Pitanatri, Made Uttari
Indonesian Journal of Interdisciplinary Research in Science and Technology Vol. 2 No. 10 (2024): October 2024
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/marcopolo.v2i10.11257

Abstract

This study analyzes the role of guest experience in excellent service at Sofitel Bali Nusa Dua using qualitative descriptive methods. Data were collected through interviews, observations, and documentation. The results showed that 77% of services were in accordance with expectations, while 23% were not. This discrepancy was caused by the imbalance of responsibility between the butler and guest experience sections when escorting and farewelling VIP guests, as well as the lack of awareness of grooming in certain shifts. The suggestions given are the need for clarity of duties between the two sections and grooming checks by the Leader in the afternoon shift
Co-Authors Anak Agung Istri Ratna Sari Wulan Pitanatri, Made Uttari