Prosedur Pelayanan Tamu pada Front Office Department (Reception) di Bali Mandira Beach Resort - Bramasta; Tunjungsari, Komang Ratih; Purnantara (Institut Pariwisata dan Bisnis Internasional, 2025)
Penelitian ini bertujuan untuk menjelaskan peran receptionist, menggambarkan operasional pelaksanaan tugas receptionist, dan mengidentifikasi hambatan yang dihadapi oleh receptionist di Bali Mandira Beach Resort. Penelitian ini menggunakan pendekatan deskriptif kualitatif untuk mendapatkan gambaran yang komprehensif tentang mekanisme kerja receptionist dalam mendukung kelancaran tugas di Bali Mandira Beach Resort. Metode pengumpulan data meliputi studi dokumen, wawancara, observasi, dan studi pustaka. Data yang terkumpul dianalisis secara kualitatif dan disajikan secara deskriptif. Hasil penelitian menunjukkan bahwa receptionist di Bali Mandira Beach Resort menunjukkan kecakapan, keramahan, disiplin, orientasi kerja, dan kredibilitas yang menjadi acuan dalam memberikan pelayanan kepada tamu. Efisiensi dan efektivitas kerja juga mendukung peningkatan operasional receptionist di resort tersebut. Namun, terdapat kekurangan dalam memberikan pelayanan yang optimal kepada tamu dalam beberapa kasus tertentu. Kesimpulan dari penelitian ini adalah perlunya peningkatan mekanisme kerja receptionist untuk mendukung kelancaran tugas di Bali Mandira Beach Resort. This research aims to address the questions regarding the role of receptionists, the operational implementation of receptionists' tasks, and the challenges faced by receptionists at Bali Mandira Beach Resort. The study adopts a qualitative descriptive approach to gain insights into the working mechanism of receptionists in supporting the smooth operation at Bali Mandira Beach Resort. Data collection methods include document analysis, interviews, observations, and literature review. The collected data are qualitatively analyzed and presented descriptively. The findings indicate that the working mechanism of receptionists in providing services to guests at Bali Mandira Beach Resort is characterized by competency, friendliness, discipline, work orientation, and credibility as reference points. Efficiency and effectiveness also contribute to enhancing the operational performance of receptionists. However, some shortcomings are identified in delivering optimal services to guests in certain cases. The conclusion drawn from this research is the need for improving the working mechanism of receptionists to support the smooth operation at Bali Mandira Beach Resort.