Analisis Kualitas Pelayanan Sky Bar terhadap Kepuasan Tamu di Hotel The Mulia - Nanora, Dwiki Agusta; Trimandala, Nyoman Agus (Institut Pariwisata dan Bisnis Internasional, 2025)
Penelitian ini bertujuan untuk menganalisis kualitas pelayanan di Sky Bar Hotel The Mulia terhadap kepuasan tamu. Penelitian dilakukan dengan pendekatan deskriptif kualitatif dan melibatkan beberapa teknik dalam proses pengumpulan data yakni dengan cara observasi ke lapangan, dokumentasi data dan kegiatan, wawancara bersama staf hotel, dan kuesioner untuk tamu. Hasil menunjukkan bahwa sebagian besar tamu merasa puas terhadap aspek keramahan, ketepatan, dan kecepatan pelayanan waiter/waitress di Sky Bar. Namun demikian, beberapa keluhan muncul saat jumlah tamu membludak, terutama terkait keterlambatan penyajian, standar oprasional yang tidak bisa dijalankan dengan maksimal dan rasa yang kurang sesuai harapan tamu. Manajemen Sky Bar menunjukkan sikap tanggap dalam menangani keluhan tamu. Berdasarkan hasil tersebut dapat disimpulkan bahwa kualitas pelayanan Sky Bar telah memenuhi standar operasional dan memberikan pengaruh signifikan terhadap tingkat kepuasan tamu dan menjadi elemen kunci dalam keberlangsungan dan reputasi hotel.This study aims to analyze the service quality at Sky Bar, The Mulia Hotel, in relation to guest satisfaction. The research was conducted using a descriptive qualitative approach and involved several data collection techniques, including field observations, documentation of data and activities, interviews with hotel staff, and guest questionnaires. The results indicate that most guests are satisfied with the friendliness, accuracy, and speed of service provided by the waiters and waitresses at Sky Bar. However, some complaints arise during peak guest volumes, particularly related to delays in service, suboptimal implementation of standard operating procedures, and food quality not meeting guest expectations. Sky Bar’s management demonstrates responsiveness in addressing guest complaints. Based on these findings, it can be concluded that the service quality at Sky Bar meets operational standards, has a significant impact on guest satisfaction, and serves as a key element in the hotel's sustainability and reputation.political dimensions. However, in the political dimension there is a lack of success rate indicators because young people have not optimally participated in tourism activities.