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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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Application of Room Service SOP by Waiters and Waitress in Improving Guest Satisfaction at Hotel SWISS-BELCOURT Lombok Budiman, Budiman; Hariani, Yuni Sulpia
Jurnal Manajemen Pelayanan Hotel Vol 8 No 2 (2024): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/jmph.080213

Abstract

The purpose of this study is to determine the process of room service by waiters and waitresses at Swiss-Belcourt Lombok Hotel and to find out the obstacles faced by a waiter and waitresses at Swiss-Belcourt Lombok Hotel. In this study using qualitative research, the location of this research was conducted on Jl. Raya Bypass BIL Km.2 Praya, Central Lombok West Nusa Tenggara. The types of data used in this study are qualitative and quantitative. The data sources in the study are as follows. Primary data sources and secondary data sources, while the research informants in this study were waiters and waitresses at the Swiss-Belcourt Lombok hotel. This study used purposive sampling in determining the number of research informants totaling 10 workers at the swiss-belcourt Lombok Hotel. Several stages will be carried out in this study, related to data collection are as follows, namely interviews, observation, documentation, and literature study, and for the data analysis method in this study using qualitative descriptive analysis. The results of this study show that room service at Swiss-Belcourt Lombok Hotel emphasizes that every step, from order taking to serving, is very important to achieve guest satisfaction. Efficient and friendly service, as well as attention to food quality and presentation, contribute to such satisfaction, while for the obstacles faced in providing room service, it is important to ensure that guests are satisfied.
The Impact of Tourism Development on Socio-Economic Conditions for Coastal Communities in Lasiana Beach, Kupang City Ariawan, I Wayan Adi Putra; Sanam, Syul Rosli; Jehane, Protasius Tiberius; Riwu, Oktovianus Udju
Jurnal Manajemen Pelayanan Hotel Vol 8 No 2 (2024): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/jmph.080204

Abstract

Lasiana Beach is one of the tourist attractions that has become a prime destination due to its natural beauty, located in Lasiana Village, Kupang City. The tourism development at Lasiana Beach is supported by various stakeholders involved, such as the government, the local community, and academics who continuously research to promote sustainable tourism at Lasiana Beach. This is evidenced by data from the East Nusa Tenggara Provincial Tourism and Creative Economy Office, which indicates that the number of tourist visits to Lasiana Beach has consistently increased each year. The growth of tourism at this attraction presents opportunities for the surrounding coastal community to capitalize on the ongoing tourism development. The challenges faced in the tourism development at the Lasiana Beach attraction include the lack of studies assessing the extent of the social and economic impacts on the coastal community of Lasiana Beach. Despite various efforts made by the local government to enhance tourism in the area, it remains unclear how far-reaching the resulting impacts have been. This research was conducted at Lasiana Beach in Kupang City using a qualitative descriptive method. The results of this study were analyzed based on indicators of socio-economic impact, such as the increase in community income, public health, population growth, labor absorption, and the development of the economic structure, which is characterized by economic activities arising from projects such as food stalls, restaurants, transportation services, shops, and others.
The Role of Work Motivation as a Mediation of Organizational Culture and Work Environment on Employee Performance at SEMINYAK PARADISO HOTEL Negara, Made Dwipa; Wibisono, Gunawan; Budiasa, I Ketut
Jurnal Manajemen Pelayanan Hotel Vol 8 No 2 (2024): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/jmph.080218

Abstract

This research investigates the mediating role of work motivation in the relationship between organizational culture, work environment, and employee performance at the Seminyak Paradiso Hotel. This research was conducted at the Seminyak Paradiso Hotel which operates in the Hospitality Industry located in the Seminyak area. Using a saturated sample of 55 employees, data was collected through questionnaires, interviews and document analysis. Path analysis shows that organizational culture, work environment, and motivation have a significant and positive effect on employee performance. The findings indicate that Seminyak Paradiso Hotel should prioritize improving the work environment to facilitate optimal task performance and preserve the family-friendly organizational culture.
Identification of Badung Government Center (PUSPEM) as a Leading Family Tourism Attraction in Bali Agung Bagus Widiantara, I Gusti; Wirya, I Made Suwitra; Susila, I Made Gede Darma
Jurnal Manajemen Pelayanan Hotel Vol 8 No 2 (2024): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/jmph.080209

Abstract

The people of Badung Regency today have activities that are starting to be dense like people in other big cities. Almost every day, people in this city do activities outside the home by leaving other family members behind throughout the day. This condition causes a sense of boredom and on weekends requires a place to spend free time with family. In Badung Regency, one of the activities in this leisure time is carried out at the Badung Government Center which is located in the middle of this district, namely in Sempidi Village. Locations like this are very important to identify because they are very beneficial to the health of residents, both physically and mentally, with their family members. The data in this study were collected by methods: literature study, documentation, and observation. The research was conducted by qualitative descriptive data analysis method, by observing the 4A variables in the Badung Puspem as a family tourism attraction in Badung Regency, consisting of: Attraction, Amenities, Accessibility and Additional Services). The existence of the Badung Puspem in addition to being an office center to provide maximum service to the community can also function as a family tourism attraction in Badung Regency. Strengthened by the existence of the 4A element (Attraction, Amenity, Accessibility, and Ancilliary) with the support of various parties, starting from the Badung Regency government with the implementation of various policies, the private sector and the community, who are always loyal to take their time while helping to maintain the beauty, order and sanctity of this family tourist location.
Management Strategies For Implementing Zero Waste Practices in Food and Beverage Operations: Perspectives From Hospitality Management Students at Dhyana Pura University Sulistyo, Eko; Suartana, I Ketut
Jurnal Manajemen Pelayanan Hotel Vol 8 No 2 (2024): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/jmph.080214

Abstract

Integrating zero waste practices in food and beverage operations is vital for promoting sustainability in the hospitality industry. However, effective management strategies for implementing these practices remain underexplored, particularly from the perspective of future professionals. This study investigates hospitality management students' perceptions of management strategies for zero waste implementation at Dhyana Pura University. Utilizing a mixed-methods approach, the research surveyed 25 students from the Hospitality Management Study Program to quantitatively assess their awareness, attitudes, and perceived effectiveness of various management strategies. In-depth interviews provided qualitative insights into students' experiences and expectations regarding management's role in facilitating sustainable practices. Findings indicate that students recognize the importance of strong management support and strategic planning in addressing challenges such as resource limitations and staff training. While students’ express optimism about the benefits of zero waste practices, they also emphasize the need for practical training and real-world applications to enhance their readiness for future careers. In conclusion, the study highlights the need to incorporate effective management strategies into hospitality education to better prepare students for implementing zero waste practices. Recommendations include developing curriculum modules focused on sustainability management strategies and fostering partnerships with industry stakeholders to offer hands-on learning opportunities.
The Role of Front Office Staff in Providing Satisfaction and Comfort for Guests at Radisson Golf and Convention Center Batam Wijaya, Hana; Sukmamedian, Haufi; Lubis, Arina Luthfini; Supardi, Supardi
Jurnal Manajemen Pelayanan Hotel Vol 8 No 2 (2024): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/jmph.080205

Abstract

This study aims to analyze the role and contribution of Front Office staff at Radisson Golf and Convention Center Batam in creating a satisfying and comfortable guest experience. Front Office staff have the main responsibility in direct interaction with guests, such as reception, reservation handling, and check-in and check-out process. The research method used is descriptive method with quantitative and qualitative approaches, through questionnaire survey and in-depth interviews. The sample consisted of randomly selected Front Office employees and hotel guests. The results showed that although the contribution of Front Office employees has not reached the level of statistical significance (p = 0.052), there are positive indications that the improvement of their role has an impact on guest satisfaction. Factors such as communication skills, ability to handle complaints, and efficiency in service greatly influence guests' perception of hotel service quality. In addition, the findings also show that guests' personal preferences and the hotel's environmental conditions also influence the overall guest experience. Based on these findings, hotel management is advised to increase employee training in interpersonal skills and conflict handling, and improve internal communication systems between departments to enhance service coordination. This study provides important insights for hotel management in optimizing the role of the Front Office to improve guest experience.
Marketing Analysis of MORINA VILLA AND RESTAURANT in Waingapu East Sumba Susila, I Made Gede Darma; Anggara, I Gusti Made Dwi Candra; Wulandari, Pande Putu; Swandewi, Ni Kadek; Sumadi, I Gede
Jurnal Manajemen Pelayanan Hotel Vol 8 No 2 (2024): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/jmph.080219

Abstract

The development of tourism in East Sumba is getting more rapid, shown by the emergence of new tourist attractions in the area. This has led to the development of several tourism business services to support the sustainability of tourism in the area by showing the development of accommodation services in Waingapu City. Morinda Villa and Resto is one of the accommodations that offers beautiful hill views. The purpose of this study is to find out the 4P marketing that has been carried out, and analyze what is needed by managers for the sustainability of tourist accommodation in Morinda Villa and Resto. The data collection technique in this study uses observation, interviews and literature studies. Then it was analyzed using a qualitative descriptive approach from data collection, data reduction to data analysis. The results of the study show that the products owned by this accommodation are diverse. In terms of location, road access to the location still needs to be improved to make it easier for tourists to reach this accommodation. In addition, in terms of price, the price given is in accordance with the experience obtained by tourists who stay. Furthermore, in terms of promotion, this activity has been carried out online and offline to prospective visitors. The next research suggestion is to create the right marketing strategy to be implemented in Morinda Villa and Resto. This is because this accommodation has its own uniqueness for tourists to choose as a place to stay, but the obstacles they have also need to be fixed to maintain the sustainability of tourists who stay.
The Mediating Role of Competence in the Influence of Job Characteristics on Job Satisfaction Adhika, I Nyoman Resa
Jurnal Manajemen Pelayanan Hotel Vol 8 No 2 (2024): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/jmph.080210

Abstract

This study aims to analyze the mediating role of competence in the influence of job characteristics on employee job satisfaction at The Vira Boutique Hotel and Suites Bali. Job characteristics including skill variety, task identity, task significance, autonomy, and feedback are considered as factors that contribute to the development of employee competence, which in turn increases job satisfaction. The sample used in this study was 55 hotel employees. The results showed that job characteristics significantly influenced competence and job satisfaction. Competence also played a significant mediating role in the relationship between job characteristics and job satisfaction.
The Role of Laundry Attendant in Supporting Services at Edelweiss House of Laundry Novianti, Jenni; Fatimah, Zahara; Lubis, Arina Luthfini
Jurnal Manajemen Pelayanan Hotel Vol 8 No 2 (2024): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/jmph.080201

Abstract

Rapid business growth in Indonesia has increased competition, with the main challenge being lengthy and costly licensing processes, as reflected in the Doing Business 2018 rankings. To succeed in the Indonesian market, particularly in the hospitality sector, it is crucial to build strong relationships with both business partners and government entities, as adequate facilities are key to customer satisfaction. On the other hand, the laundry industry is also experiencing rapid growth. Companies in this industry must focus on customer service and the adoption of the latest technology to remain competitive. This study employs a qualitative research method to explore the role and experience of laundry attendants in enhancing service quality, focusing on developing a deeper understanding of their impact on laundry services. Data was collected from primary and secondary sources through observation, interviews, questionnaires, and documentation, and validated using triangulation techniques. The research sample, which is a subset of the population of laundry attendants, was used to draw conclusions that can be generalized to the entire population. The findings indicate that laundry attendants at Edelweiss House of Laundry Batam play a crucial role in maintaining service quality by ensuring that laundry is processed to be clean and fragrant. Their skills and attention to detail significantly affect the final service outcome. The Laundry Manager and Supervisor emphasize the importance of training, supervision, and the use of high-quality chemicals and advanced technology. Service quality evaluation includes the effectiveness of the washing process, handling of customer complaints, and innovations in facilities. Questionnaire results show that customers are satisfied with the appearance, confidence, and speed of service provided by the laundry attendants. This study confirms that the performance of laundry attendants and an efficient service system are key to achieving high-quality standards at Edelweiss House of Laundry Batam.
Strengthening Hotel Branding and Guest Engagement on Revisit Intention through Brand Loyalty (Study of Menu Variation Pasar BiSCR) Nata, Jiwangga Hadi; Putri, Zhafira Oktavia
Jurnal Manajemen Pelayanan Hotel Vol 8 No 2 (2024): Jurnal Manajemen Pelayanan Hotel
Publisher : Akademi Komunitas MAPINDO

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37484/jmph.080215

Abstract

The hospitality industry is faced with increasing competition and higher consumer expectations as time goes by. Bumi Surabaya City Resort as an accommodation and culinary service provide in Surabaya, has a desire to maintain and increase their appeal in the market. This study aims to analyse the effect of hotel branding and guest engagement on revisit intention through brand loyalty at the menu variation of Pasar BiSCR which is a buffet restaurant at Bumi Surabaya City Resort. Bumi Surabaya City Resort provides 123 menu variation items every day, including appetizer, soup, main course,dessert, snack, and beverage. In this study, special emphasis is given to the role of menu variations as an important instrument in achieving these goals. This study uses primary data obtained from distributing questionnaires as many as 122 respondents. The research method used in this research is quantitative method using Smart-PLS for data processing. The results of this study indicate that hotel branding has a positive and significant effect on brand loyalty, but has no significant effevt on revisit intention. Guest engagement has a positive and significant effect on brand loyalty and revisit intention. Brand loyalty has a positive and significant effect on revisit intention. Hotel branding has a positive and significant effect on revisit intention through brand loyalty. Guest engagement has a positive and significant effect on revisit intention through brand loyalty.

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