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Jurnal Manajemen Pelayanan Hotel
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Published by Akademi Komunitas Manajemen Perhotelan Indonesia
ISSN : 26145510     EISSN : 26558173     DOI : 10.37484
Core Subject : Education, Social,
Social Sciences Other
Jurnal Manajemen Pelayanan Hotel (JMPH) is a journal that publishes results of tourism and hotel studies researches. All articles in JMPH have passed reviewing process by peer reviewers and edited by editors. JMPH is published by Akademi Komunitas Manajemen Perhotelan Indonesia twice a year, June and December.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Tourism, Leisure and Hospitality Management
Articles 230 Documents
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Mapping the Potential of Bakas Tourism Village in Klungkung Regency Bali Purnama Dewi, Desak Made; Darma Susila, I Made Gede; Satria Jaya, Sang Made Krisna
Jurnal Manajemen Pelayanan Hotel Vol 8 No 1 (2024): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/080125

Abstract

Bakas Village, Banjarangkan District, Klungkung Regency, is one of the tourist villages in Klungkung Regency based on Klungkung Regent Regulation Number 2 of 2017 concerning the Establishment of Tourism Villages and Decree Number 82 of 2018 concerning the Establishment of the Bakas Village Tourism Awareness Group (POKDARWIS). Since being designated as a tourist village, the number of tourists visiting Bakas village every day is only 15 people, which is far from the target visit program launched by the Bakas Village Tourism Awareness Group of 2000 tourists visiting every month or approximately 66 tourists every day. The purpose of this research is to find out the right strategy in developing tourism in Bakas Village. The research was conducted using descriptive qualitative analysis with data collection techniques in the form of observation, documentation study and in-depth interviews. Based on the research analysis, it shows that the mapping of the potential of Bakas Tourism Village is very large, spelled out from diverse tourism products ranging from natural, cultural, and artificial tourism attraction products, especially the concept of community-faced tourism, supported by supporting facilities and adequate access routes. The obstacles faced by Bakas Tourism Village in marketing are the lack of adequate human resources to carry out marketing systems, especially when promoting on social media, and there is uncertainty in the price of each Bakas village tourism product. Keyword: Tourism Potential, Tourism Attractions, Tourism Village, Bakas Village
Performance of The Front Office in Providing Services to Tourists Staying at The Kamarkoe Hotel Selamet, I Wayan Agus; Satya Wira, Sang Nyoman Bagus; Sawokupu, Marselinus
Jurnal Manajemen Pelayanan Hotel Vol 7 No 2 (2023): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/jmph.070223

Abstract

A hotel is a business that uses a specially provided building, where everyone can stay, eat, receive services anduse other facilities for a fee. The front office as a representative of the hotel and guest service management, isrequired to be able to handle and solve guest problems and complaints regarding service, facilities andemployee behavior professionally and efficiently in order to provide full satisfaction to guests. In this finalassignment the author explains the performance of the front office in providing services to tourists staying atthe Kamarkoe Hotel. This research method uses descriptive qualitative data with data collection techniques,namely observation, interviews, literature study and documentation. The purpose of this research is todetermine the performance of the front office in providing services to tourists staying at the Kamarkoe Hotel.The results of research on the performance of front office services at the Kamarkoe Hotel have maximallyimplemented the services provided by the front office staff.Keywords: E-marketing Model, New Normal
The Role of Housewives in Running a Gondo Chips Business Based on Local Wisdom Suryawati, Dewa Ayu; Pertiwi Dewi, Si Putu Agung Ayu
Jurnal Manajemen Pelayanan Hotel Vol 8 No 1 (2024): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/080116

Abstract

The development of tourist villages opens up opportunities for women to occupy various professions with avariety of tourism service businesses. Timpag Village is one of the villages in Tabanan Regency that empowerswomen in managing agricultural products, namely gondo vegetables into vegetable chips which are now atypical food and specialty of Timpag Village. This research aims to analyze the role of women in developingtourism icons in Timpag village and determine alternative strategies in developing gondo chips using SWOTanalysis. This research uses qualitative and quantitative descriptive data analysis techniques. Data collectiontechniques were carried out through interviews with informants, observation and documentation. Theinformants chosen for collecting data through interviews were community leaders and women's groups whomanage gondo chips. The research results show that housewives carry out three roles at once, namely domestic(household), economic role (earning a living) and social role (custom). The results of the research show thatthe strengths, weaknesses, opportunities and threats of the Gondo chips business product have been identifiedso that it can be used as a reference in formulating a strategy and model for strengthening the Gondo chipsbusiness product which requires the active role of the government and local community to participate in theeconomic development of housewives in the villages of Timpag and The role of institutions is one of the mostimportant things in developing the Gondo chips business.Keywords: Role, SWOT Analysis, Local Wisdom
An Analysis of Room Reservation Practice Learning Obstacle for Students in The Second Diploma of Accommodation at The Community Academy of MAPINDO Agustina Riski, Gusti Ayu
Jurnal Manajemen Pelayanan Hotel Vol 7 No 2 (2023): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/jmph.070214

Abstract

Room Reservation practice is one of the courses that aims to prepare students so that they have the competenceto handle room requests, process bookings, and archive the history of room bookings. Learning in the practiceof booking rooms uses the role play method, where students act as reservation agents and others as guestswith the material being Room Reservation procedures via telephone operator. However, in the learningprocess, there are several obstacles in learning that hinder the achievement of the objectives of the learningoutcomes. The purpose of this research is to analyze the types of difficulties experienced by students along withthe factors that cause them as well as the efforts made by students to overcome these obstacles so that learningabout the practice of booking rooms can run in accordance with the stated objectives. The research methodused is a qualitative method, collecting data through observation, distributing questionnaires, interviews anddocumentation. Respondents in this study were 29 students, selected purposively (purposive sampling),namely students who had experiences in practical learning process for booking rooms. Analysis techniques usequalitative data. The research results show that students have difficulty recording guest payment methods,allocating rooms, providing room rates, and filling in reservation charts. The causal factors are divided intointernal factor (such us: lack pf confidence, and language barriers) and external factor (lak of facilities and timeallocating). The efforts made by students are to study again and practice a lot of role plays, as well as lookingfor references from other sources.Keywords: Barriers, Learning, Front Office Practice, Front Office Practice
The Influence of Service Quality and Customer Relationship Marketing on Tourist Loyalty with Trust as a Mediating Variable at Sana Vie Villa Seminyak Rusmiati, Ni Nyoman; Nugraha, Surya; Budiasa, I Ketut
Jurnal Manajemen Pelayanan Hotel Vol 8 No 1 (2024): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/080107

Abstract

Sana Vie Villa Seminyak is a hotel industry that can contribute to the economy of the community in theSeminyak Traditional Village and its surroundings. The sustainability of Sana Vie Villa Seminyak cannot beseparated from the role of consumers or tourists who stay there, because consumers or tourists are the reasonwhy Sana Vie Villa Seminyak can continue to exist today. This research aims to determine the influence ofservice quality and customer relationship marketing on tourist loyalty with trust as a mediating variable. Thisresearch was conducted at Sana Vie Villa Seminyak. Samples were determined using the Slovin formula with asample size of 100 samples. Data collection in this research used questionnaires with the data analysistechnique SEM-PLS. The results of this research show that e-service quality has a positive effect on touristloyalty. Customer relationship marketing has a positive and significant effect on tourist loyalty. Trust has apositive and significant effect on tourist loyalty. service quality has a positive and significant effect on trust.Customer relationship marketing has a positive and significant effect on trust. Trust is able to mediate theinfluence of service quality on tourist loyalty. Trust is able to mediate the influence of customer relationshipmarketing on tourist loyalty.Keywords: Service Quality, Customer Relationship Marketing, Tourist Loyalty, Trust
The Impact of Tourism Products and Services on Satisfaction and Loyalty of Tourists Visiting Mertasari Beach Sanur Bali Satia Negara, I Made Weda; Marina, Marina; Selamet, I Wayan Agus; Sri Mirayani, Ni Kadek; Paristha, Ni Putu Tiya
Jurnal Manajemen Pelayanan Hotel Vol 7 No 2 (2023): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/jmph.070205

Abstract

Industrial activities require hard work to succeed, which will provide a number of products that will provide satisfaction and welfare to humans. That is why the word industry always implies a business that produces products. The product is a series of services that have economic, social, and psychological aspects. In research that has been carried out on Mertasari Beach Sanur Bali with the aim of research to determine the effect of tourism products and services on satisfaction and to analyze the effect of service and satisfaction on the loyalty of tourists visiting Mertasari Beach. The research method used in this research is quantitative method using smartPLS 4.0 as a medium for analyzing data, data sources in this study from primary and secondary data and data collection methods in this study with observation, questionnaires and documentation along with interviews, the location of this research was carried out at mertasari beach sanur bali with a period from March 2023 to October 2023. The results in this study indicate that Based on the abstract of this study, it can be concluded that tourism products and satisfaction have a significant influence on the loyalty of tourists visiting Mertasari Beach Sanur Bali. In addition, service variables and satisfaction have a significant influence on the loyalty of tourists visiting Mertasari Beach Sanur Bali. Tourism products offered to tourists also have a significant influence on the loyalty of tourists visiting Mertasari Beach, Sanur Bali. When tourists are well served and receive services that meet their needs, they tend to feel satisfied. Keyword: Tourism Products_Tourist Satisfaction_Visiting Mertasari Beach
Mastering the Language of Service: English Communication Skills for Food and Beverage Professionals Asriyani, Retny; Anggayana, I Wayan Agus
Jurnal Manajemen Pelayanan Hotel Vol 7 No 2 (2023): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/jmph.070228

Abstract

This article aims into the crucial role of English language skills in the industry, emphasizing the need forprofessionals to master communication for enhanced customer experiences and career advancement. Englishcommunication skills are vital for career advancement. As professionals in the food and beverage industry aimto move up the ladder, whether it be from waiter or from line cook to sous chef, the ability to effectivelycommunicate becomes increasingly important. Strong English skills allow professionals to confidently interactwith senior management, participate in important meetings, and articulate their ideas and concerns. This notonly enhances their chances for promotion but also positions them as valuable assets to their employers. Thisresearch is descriptive qualitative research. 15 Competence units, 46 elements of competence were found inthis research.Keywords: Language of Service, English Communication, Skills, Food and Beverage, Professionals
Digital Literacy Through Teaching English Tourism Supporting Independent Campus Learning Curriculum in Applied Linguistic Studies Anggayana, I Wayan Agus
Jurnal Manajemen Pelayanan Hotel Vol 8 No 1 (2024): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/080130

Abstract

The implementation of the Independent Campus Learning Curriculum Merdeka Belajar Kampus Merdeka (MBKM) which was initiated by the Indonesian Ministry of Education, Culture, Research and Technology. This curriculum emphasizes flexibility, independent learning, and the relevance of education to the world of work. Applied Linguistic Studies in English Language and Digital Literacy Teaching, Applied linguistics focuses on the application of linguistic theories and methods to solve practical problems in language teaching. The majority of students feel confident in their ability to use digital technology and English in professional contexts. The industry also recognizes students' readiness to enter the world of work with relevant skills. This research produces recommendations (a) Need more practice writing digital content and professional reports in English. (b) Expansion of technology-based projects to strengthen students' digital literacy. (c) Conducting regular evaluations of the curriculum and teaching methods to ensure their relevance and effectiveness. Keywords: Digital Literacy, MBKM, Applied Linguistic, English Tourism
Unraveling The Impact: Online Customer Review, Price, and Booking Decision at We Hotel Lubuklinggau Via Traveloka Saputra, Panji; Ferdian, Feri
Jurnal Manajemen Pelayanan Hotel Vol 8 No 1 (2024): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/080121

Abstract

Online customer reviews and prices are a thing inseparable from the ordering decision, positive reviews fromguests and affordable prices will make prospective guests make reservations at We Hotel Lubuklinggau viaTraveloka. This study aimed to examine the effect of online customer reviews on booking decisions at We HotelLubuklinggau and the effect of price on booking decisions at We Hotel Lubuklinggau. This study employed acausal associative approach to quantitative research. Direct distribution of surveys to We Hotel Lubuklinggauguests provided data, allowing for the creation of a Likert-scale sample of 121 responses from 2,068 customerswho made reservations at online travel agencies between January and December 2023. Partial Least SquareStructural Equation Modeling (PLS-SEM) is the data analysis method used. A total of 36 percent of therespondents were between the ages of 17-25. This research found that online customer reviews are animportant factor in increasing booking decisions at We Hotel Lubuklinggau. and Price has a significant influenceon booking decisions at We Hotel Lubuklinggau. This research concludes that online customer reviews andprice determine guests' decisions in making reservations at We Hotel Lubuklinggau via Traveloka.Keywords: Booking Decision, Online Customer Review, Price
Improving Employee Performance Through Physical Work Environment, Emotional Intelligence and Self Leadership Resa Adhika, I Nyoman; Aristana, I Nengah; Rihayana, I Gede; Putra Salain, Putu Pradiva
Jurnal Manajemen Pelayanan Hotel Vol 7 No 2 (2023): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/jmph.070219

Abstract

Human resources are assets owned by an organization. Without human resources in an entity, operational activities will not be able to run. Entities must be able to empower human resources so that they can produce qualified employee performance. Employee performance is influenced by many factors including the physical work environment, emotional intelligence and self-leadership. This study aims to determine the effect of the physical work environment, emotional intelligence and self-leadership on employee performance. The location of this research is at The Vira Boutique Hotel and Suites Bali. The population uses The Vira Boutique Hotel and Suites Bali employees and a sample of 55 employees. Data analysis technique using Multiple Linear Regression Analysis. From the results of the study, it was found that the physical work environment had a significant positive effect on employee performance, emotional intelligence had a significant positive effect on employee performance, and self-leadership had a significant positive effect on employee performance. Suggestions that can be given by researchers are The Vira Boutique Hotel and Suites Bali should organize the work space properly, provide training to employees and guide employees, and always supervise employees at work. Keywords: Physical Work Environment, Emotional Intelligence, Self Leadership, Employee Performance

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