Indonesian Journal of Interdisciplinary Research in Science and Technology (MARCOPOLO)
Vol. 2 No. 10 (2024): October 2024

The Role of Guest Experience in Providing Excellent Service to Guests at Sofitel Bali Nusa Dua

Arsani, Putu Satya Dewi (Unknown)
Wulan, Anak Agung Istri Ratna Sari (Unknown)
Pitanatri, Made Uttari (Unknown)

Article Info

Publish Date
31 Oct 2024

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

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Journal Info
Indonesian Journal of Interdisciplinary Research in Science and Technology (MARCOPOLO)
Website

Abbrev

marcopolo

Publisher

PT FORMOSA CENDEKIA GLOBAL

Subject

Humanities Civil Engineering, Building, Construction & Architecture Decision Sciences, Operations Research & Management Education Social Sciences

Description

The Indonesian Journal of Interdisciplinary Research in Science and Technology (MARCOPOLO) is an open-access and peer-reviewed journal, published by Formosa Publisher, which is a platform for dissemination of research results from multidisciplinary research regarding education, business, religion, ...