<![CDATA[The increasingly competitive hotel business and guests' high expectations for memorable service are the main reasons for conducting this study. Through a descriptive qualitative approach, this research examines how The Lounge Yogyakarta Marriott Hotel builds its branding, executes service, and handles operational challenges. Information was collected from supervisors, bartenders, and hostesses through interviews, observations, and documentation, which were then validated using source and technique triangulation. Field findings show that The Lounge's branding is shaped comprehensively not only through its visual identity but also through the venue's atmosphere, product quality, and the friendly communication of the staff. The Lounge also serves multiple functions, such as a waiting area, private guest meetings, and a revenue-generating space. It is also an outlet that creates a welcoming atmosphere for hotel guests and reinforces a luxury brand through the ambience provided. The flow service delivery is grounded in Standard Operating Procedures (SOPs) spanning from the initial greeting to the final farewell yet integrates a personal touch to ensure guests feel prioritized. Challenges arising from surges in visitor volume during peak hours, such as slightly slower service or order errors, are effectively managed through agile team coordination and periodic evaluations. In essence, the success of The Lounge’s branding stems from a combination of visual identity, consistent service, and the positive impression left on guests. Consequently, maintaining this brand identity requires ongoing consistency in service delivery, personalization, and the cultivation of brand awareness among all staff members, particularly those at The Lounge.]]>
Copyrights © 2026
