Peningkatan Kualitas Pelayanan Room Service Melalui Penanganan Keluhan Tamu - Putra , I Wayan Wiantara; Arianty, A.A. Ayu Arun Suwi (Institut Pariwisata dan Bisnis Internasional, 2023)
Penelitian ini dilakukan supaya dapat mengetahui cara penerapan prosedur penanganan keluhan tamu di Mandapa A Ritz-Carlton Reserve. Peneliti melakukan pengamatan langsung selama peneliti melakukan on the job training di Mandapa A Ritz-Carlton Reserve. Data yang di dapat saat melakukan on the job training kemudian diolah dengan menguraikan masalah yang ada di lapangan, kemudian di bandingkan dengan standar yang ada di Mandapa A Ritz-Carlton Reserve. Dalam penelitian ini peneliti menggunakan metode kualitatif dan lebih menggunakan analisis dengan menggunakan sumber data primer yang dimana peneliti terlibat langsung di lapangan yang berupa informasi dari narasumber dan data sekunder yang berupa bukti keluhan tamu dari internet. Untuk teknik analisisnya menggunakan deskritif kualitatif yang berupa kumpulan kata-kata. This research was conducted in order to find out how to apply the procedures for handlimg guest complaints at Mandapa A Ritz-Carlton Reserve. Researchers made direct observations while researchers were doing on the job training at Mandapa A Ritz-Carlton reserve. The data obtained when conducting on the job training is then processed by describing the problems that exist in the field, then compared with the standards in Mandapa A Ritz-Carlton Reserve. In the study, researchers used qualitative methods and use more analysis using primary data sources where researchers were directly involved in the field in the form of information from sourcer and secondary data in the form of evidence of guest complaints from the internet. The analysis technique uses a qualitative descriptive in the form of a collection of words.