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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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The Role of Local Communities in Waste Management at Tukad Bindu Tourist Destination in Denpasar Bali Satia Negara, I Made Weda; Sedana Putra, Anak Agung Ngurah; Sumardani, Rizki
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: 10.37484/080112

Abstract

Tukad Bindu is a tourism area faced with the problem of increasing waste generation due to the increase inpopulation and human activity. Waste production increases every day along with the increase in populationand community consumption patterns. The thing that must be done to overcome the increasing volume ofwaste is to reduce the volume of waste from its source through empowering community participation. Theproblem in community participation regarding waste management is what form of regulation related to wastemanagement in Tukad Bindu Neighbourhood, Denpasar Bali. The introduction of waste management to thecommunity aims to introduce how to manage waste in preserving and maintaining environmental cleanlinessin Tukad Bindu Bali.Based on the results of the research, one form of community participation in environmental improvementefforts is by contributing labour in the form of community service and participating in waste management. Inaddition, they also hold community meetings, which are attended by some residents for the kelurahan level.The community carries out these activities without feeling forced at all. The level of community participationthat occurs in the Tukad Bindu Neighbourhood is according to the moderate category, the communityparticipates in waste management but tshe implementation is still not optimal. The important role of thecommunity and all parties is expected for the realisation of success in providing community participationlearning in waste management to maintain cleanliness in the Tukad Bindu neighbourhood, Denpasar Bali.Keywords: The Role of Local Communities, Waste Management. Tukad Bindu Bali
Analysis of Guest Room Service by Room Attendants in the Housekeeping Department Ayu Suriyani, Ni Nyoman; Darma Susila, I Made Gede; Suwitra Wirya, I Made
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.070210

Abstract

Good or bad service of this room section or often called room attendant in affecting guest satisfaction directly.This is because this product is sought after by guests staying at the hotel so that the service requires specialattention. The purpose of this study is to see the general description of hotel room service and changes inphysical services that occur in hotel room service by room attendants from the past to the present. A qualitativedescriptive approach was used based on data collected through observation, literature studies and interviewswith chamber attendants, supervisors and executive housekeepers. The data analysis technique used isqualitative analysis by paying attention to reduction data, display data, and verification data. The concept ofSOP (Standard Operating Procedure) housekeeping service, room attendant service, and traveler satisfactionconcept are used in the analysis to process information about the current condition of room service by roomattendants. The results show that there are some physical service changes that occur in room service accordingto guest requests. Room service currently has several changes due to technological developments so that hotelsneed to adjust to some of the physical services that have been provided before.Keywords: Room analysis, tourist satisfaction, housekeeping department, room attendant
Impact of Service Quality on Destination Image of Lake Buyan with Tourist Satisfaction as an Intervening Variable Wisnawa, I Made Bayu
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: 10.37484/080103

Abstract

The study aims to examine the impact of the quality of service on the image of Lake Buyan's destination with tourist satisfaction as a mediator variable. The study uses the Partial Least Squares Structural Equation Modeling (PLS-SEM) method with the help of SmartPLS software. The sample of this study consisted of 150 tourists who visited Lake Buyan. Data collection is carried out through surveys using questionnaires designed to measure travelers' perceptions of the quality of service, tourist satisfaction, and destination image. The results of the analysis show that the quality of the service has a significant influence on tourist satisfaction and the image of the destination. Tourist satisfaction proved to be a full mediation in the relationship between the quality of service and the image of the destination. The findings confirm that improved quality of services in Lake Buyan can increase tourist satisfaction, which in turn reinforces the positive image of this destination. The study provides practical implications for tourist destination managers and stakeholders in Lake buyan to improve the quality of service as a strategy in promoting a positive destination image through improved client satisfaction. The research also offers new insights to researchers and practitioners in the field of tourism management and destination marketing. Keywords: Service Quality, Tourist Satisfaction, Destination Image
The Application of Maxim Quantity in Explaining Tourist Objects by Diploma 3 Students of Tour and Travel Department Paramita Sari, Ni Luh Komang Julyanti; Jokosaharjo, Sulistyoadi; Prayogi, Putu 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.070201

Abstract

The history and culture of Bali has become an additional value for the development of Bali tourism. In addition to natural beauty such as the sea and mountains, local wisdom which is still upheld by the people of Bali makes Bali a special place for the tourists who are visiting Bali Island. Tourism in Bali is one of the economic sectors that the Balinese people are most involved in. One of the jobs in the tourism sector that many Balinese people are involved in is a tour guide. Good communication skills are very necessary for tourism workers, one of the languages which is commonly used is English. The application of the principle/maxims of quantity in the utterances of tour guides is the subject of study in this study. The research objects in this study were 21 diploma students majoring in tour and travel department at Triatma Mulya University. This research is a qualitative research that analyzes the application of the maxims/principles of quantity in students' utterances while explaining tourist objects. The data obtained will be sorted and processed based on pragmatic theory and then it would be presented descriptively. During the explanation of tourist objects, students have applied the principle of quantity in several utterances that are spoken. However, some of the students' speeches did not apply the principle/maxim of quantity. This happened because in processing utterances students were mostly influenced by internal factors such as the language factor that is possessed by students were still limited and the mastery of content components. Students' unpreparedness during practice is one of the inhibiting factors for students to apply the principle/maxims of quantity to their utterances.Keywords: communication, tour guide, pragmatic, speech, maxim of quantity
Tourism Development Strategy in Mundeh Kangin Village Sub District Selemadeg Barat, District Tabanan Bali Sengkey, Fenny; Osin, Rosvita Flaviana
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.070224

Abstract

Mundeh Kangin Village has natural resource potential that can be developed into agrotourism. The MundehKangin Village farmer group transformed the village into a durian village. The unique nature and culture attracttourists to visit the village. In improving the quality of tourism, of course there needs to be an effective strategyso that the tourism ecosystem in Mundeh Kangin Village can become a leading tourism destination in TabananRegency, Bali. The focus and aim of this research is to formulate a development strategy for Mundeh KanginVillage. Using the SWOT analysis method (Strength, Weakness, Opportunities, Threats) in analyzing thestrategic environment in the management of Tourism Villages. This research uses a qualitative research typeusing sources from Mundeh Kangin Village, namely the village head (perbekel), the Tourism Awareness Group(POKDARWIS) and farmer groups. Based on the IFE and EFE matrix tables, the total weighted scores are 2.75and 3.12. This shows that agrotourism in Mundeh Kangin Village is relatively strong in overcoming weaknessesand taking advantage of existing opportunities to overcome threats. The internal strategic factor in MundehKangin Village which is the main strength is that it is one of the horticultural commodities which has reachednational and international markets and the garden products in the form of local fruits such as durian, salak,buni, chocolate, coffee, coconut, porang grow abundantly in Mundeh Kangin Village 0.64, while the mainweakness is capital and infrastructure which is still lacking with a total value of 0.33. The external strategicfactor in the development of Mundeh Kangin village which is the main opportunity is the lifestyle of the peoplewho want to return to nature with a value of 0.57, while the main threat faced is the unpredictable climate witha value of 0.30. The research results show that the strategy that can be used by Mundeh Kangin Village is aGeneric expansion strategy. Meanwhile, Strategy variations are, concentric diversification, market penetration,market and product development and backward integration.Keywords: SWOT analysis, development, tourist villages
Factors Affecting Employee Performance at Imani Suites Bali Darma Susila, I Made Gede; Ayu Suriyani, Ni Nyoman; Sudirman, I Made
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: 10.37484/080126

Abstract

The tourism sector is one of the economic supports of the Indonesian state, where tourism itself is part of the industrial sector with good opportunities and potential to be developed. This study aims to examine the effect of communication and work discipline on employee performance at Imani Suites Bali. This research was conducted with a sample of 48 employees. The sampling technique in this research is using saturated sampling method. Data collection by distributing questionnaires using a Likert scale with a value score of 1-5. The data analysis technique used in this study is multiple linear regression analysis techniques with the Statistical Package Social Science (SPSS) version 25.0 test. The results of this study indicate that Communication partially has a positive and significant effect on Employee Performance. Work Discipline partially has a positive and significant effect on Employee Performance. Communication and Work Discipline simultaneously have a positive and significant effect on Employee Performance. Future research is expected not to fixate on the factors in this study, but can add other factors that might affect employee performance. Keyword: communication, discipline, employee performance, human resources management
The Impact of Transformational Leadership, Employee Satisfaction, and Employee Engagement on Employee Loyalty Cahyadi Wiguna, I Kadek Dwita; Adhi Tenaya, I Pande; Wardana, I Made Aditya
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: 10.37484/080117

Abstract

Employee loyalty is an important part of managing a hotel business. So antecedents of loyalty are needed, suchas transformational leadership, employee engagement, and employee satisfaction. This research examines theinfluence of transformational leadership, employee engagement, and employee satisfaction on employeeloyalty. This research involved employees at four-star hotels with a total of 261 respondents. The data collectedwas analyzed using multiple linear regression analysis with the IBM SPSS 27 program. Research findings showthat transformational leadership does not affect employee loyalty. Meanwhile, employee engagement andemployee satisfaction significantly increase employee loyalty. Some of the limitations of this research are thatthere is no separation between back office employees and frontliners so it is difficult to determine the level ofaccuracy of the perceptions given. Apart from that, the data collection method uses self-assessment so data biasis very high.Keywords: Transformational Leadership, Employee Engagement, Employee Satisfaction and EmployeeLoyalty
Integrating Linguistic Theories into English Language Education in Tourism Sectors: A Comprehensive Framework 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.070215

Abstract

The intersection of linguistic theories and English language education holds immense potential, especiallywhen applied to the context of the tourism sector. This article explores the development of a comprehensiveframework that seamlessly integrates linguistic theories into English language education, with a specific focuson the tourism industry. By combining the theoretical insights of linguistics with practical language teachingstrategies, educators and stakeholders in the tourism sector can enhance communication skills and culturalcompetency among professionals. The article presents a holistic approach that aims to bridge the gap betweenlinguistic theories and language education, offering a roadmap for effective integration in the tourism domain.This research is descriptive qualitative research. 10 Competence units, 24 elements of competence and 20materials were found in this research.Keywords: Linguistic, English, Education, Framework
The Role of Competitive Advantage in Mediating the Influence of Customer Relationship Marketing on Marketing Performance at Atanaya Kuta Bali Widhya Pibriari, Ni Putu; Nugraha, Surya
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: 10.37484/080108

Abstract

This research aims to analyze the influence of customer relationship marketing on marketing performance, analyze the influence of customer relationship marketing on competitive advantage, analyze the influence of competitive advantage on marketing performance, and analyze the role of competitive advantage in mediating the influence of customer relationship marketing on marketing performance. The sampling technique uses a purposive sampling method. The population in this study was 72 employees at Atanaya Kuta Bali and 53 people were used as respondents using a purposive sampling technique, selecting samples using certain criteria. The type of data used in this research is quantitative data. The data source in this research is primary data. Data analysis in this research uses the Partial Least Square (PLS) approach using SmartPLS software, namely SmartPLS 3.2.7. The research results show that, 1) customer relationship marketing has a positive and significant effect on marketing performance, 2) customer relationship marketing has a positive and significant effect on competitive advantage, 3) competitive advantage has a positive and significant effect on marketing performance, and 4) competitive advantage is able to mediate the influence of customer relationship marketing on marketing performance. These results indicate that customer relationship marketing has an influence on marketing performance. This shows that to improve marketing performance, management at Atanaya Kuta Bali should maximize customer relationship marketing Keywords: Competitive Advantage, Customer Relationship Marketing, Marketing Performance
The Influence of Education and Training (Diklat), Competency on Position Promotion and Employee Performance of Eco Beach Villa and Apartment Canggu Wibisono, Gunawan; Nugraha, Surya
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.070206

Abstract

This research aims to analyze the influence of education and training (Diklat), competency on position promotion and employee performance at Eco Beach Villa and Canggu Apartments in companies in the tourism industry sector in Badung district. In this study, the population studied was 216 permanent employees at Eco Beach Villa and Apartment Canggu. This research sample used the Solvin formula to obtain 68 people. The analysis technique used is "path analysis". The analysis results show that: 1). Education and training have a positive and significant effect on the work performance of Eco Beach Villa and Apartment Canggu employees; 2). Competence has a positive and significant effect on the performance of Eco Beach Villa and Apartment Canggu employees; 3). Education and training have a direct influence on the promotion of Eco Beach Villa and Apartment Canggu employees; 4). Competency has a direct influence on the promotion of Eco Beach Villa and Apartment Canggu employees; 5). Job promotions have a direct effect on the performance of Eco Beach Villa and Apartment Canggu employees; 6). Education and training have a significant indirect effect on the performance of Eco Beach Villa and Apartment Canggu employees through job promotions; 7). Competency has a significant indirect effect on the performance of Eco Beach Villa and Apartment Canggu employees through job promotions. Keywords: Education and Training, Competency, Position Promotion, Employee Performance.

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