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All Journal Toba: Journal of Tourism, Hospitality, and Destination
Asur Suryana
Sekolah Tinggi Pariwisata Riau
Social Sciences

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Pengaruh Pelayanan Prima Front Dest Agent terhadap Kepuasan Tamu di The Zuri Hotel Pekanbaru Lisa Lestari; Rusella wong; Sri Febdarina Febdarina; Maryantina Maryantina; Asur Suryana
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.v5i1.7367

Abstract

This study aims to identify front desk agent human resources profile, describe Standard Operational Procedures implementation for excellent service, measure implementation level, and analyze the effect of front desk agent excellent service on guest satisfaction at The Zuri Hotel Pekanbaru. This study uses a mixed method combining qualitative and quantitative approaches. The qualitative approach explores HR profile and SOP implementation, while the quantitative approach measures excellent service effect on guest satisfaction. The research sample consisted of 104 hotel guests selected through purposive sampling and three key informants: one front office manager and two front desk agents. Data collection was conducted through questionnaires, in-depth interviews, and documentation. Data were analyzed using descriptive statistics and simple linear regression with SPSS version 29.0.1.0. Results indicate that front desk agents possess relevant hospitality education and adequate work experience. The implementation of excellent service SOPs is performed effectively through friendly greetings, magic words, welcome drinks provision, and personalized service. The excellent service implementation level is in very good category with average score of 4.27. Regression analysis shows that excellent service has positive and significant effect on guest satisfaction with coefficient of determination of 82.1 percent and t-value of 21.747 at significance level 0.05. Guest satisfaction level is in very satisfied category with average score of 4.29. This study recommends that hotel management optimize service quality through regular training and consider adding Guest Relations Officer to continuously improve guest loyalty.
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.
Peranan Guest Relation Officer dalam Meningkatkan Kepuasan Tamu di Hotel Grand Elite Pekanbaru Sri Febdarina; Aldi Julianto; Maryantina Maryantina; Lisa Lestari; Asur Suryana
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.
Co-Authors Aldi Julianto Dini Ramadhani Ika Fitria Hasibuan Lisa Lestari Maryantina Maryantina Rusella wong Sri Febdarina Sri Febdarina Febdarina