Dinamika Kepemimpinan Adaptif-Integratif dalam Mewujudkan Pelayanan Prima General Manager Royal Hotel & Villa Batu

Joko Suparno Widiyanto (Sekolah Tingi Pariwisata AMPTA, Yogyakarta, Indonesia)
Amin Tohari (Sekolah Tingi Pariwisata AMPTA, Yogyakarta, Indonesia)
Nikasius Jonet Sinangjoyo (Sekolah Tingi Pariwisata AMPTA, Yogyakarta, Indonesia)

ProBisnis : Jurnal Manajemen
Vol. 17 No. 4 (2026): August: Management Science

This research investigates how the leadership styles of General Managers at Royal Hotel & Villa Batu evolved between 2009 and 2025, alongside their effects on service excellence. Utilizing a qualitative case study methodology, data was gathered via interviews, field observations, and reviews of documents and financial records from current management and staff. Thematic analysis revealed a three-stage evolution in leadership: a transformational-structural approach focusing on discipline and standard operating procedures (2009–2017); a democratic-transformational phase emphasizing communication and coaching (2018–2022); and an adaptive-situational style prioritizing swift action and personalized service (2023–2025). Ultimately, the study concludes that an adaptive-integrative leadership model, blending assertiveness, clear communication, empathy, and rapid responsiveness is the most effective approach for fulfilling guest needs.