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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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Hospitality Students’ Perception About The Use of AI in Learning English at The Tourism Department of The Kupang State Polytechnic Malelak, Merlin Luisa; Nazar, Asbi; L.F.Conterius, Agustino
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.080206

Abstract

The title of this study is Hospitality Students' Perceptions of the Use of AI in English Language Learning at the Tourism Department of Kupang State Polytechnic. This study aims to determine the perceptions of hospitality students about the use of artificial intelligence (AI) in English language learning, as well as the impact of the use of AI. Student perceptions are divided into 2, namely positive and negative. Some of them think that the use of AI is very helpful for them in understanding and mastering 4 basic English skills, namely reading, listening, writing and speaking and can improve their learning experience through a more personal and adaptive approach, which allows them to learn according to their respective needs. There are also students who have negative opinions regarding the use of AI in the English language learning process. They feel that with the AI application, students will be more dependent on the application and no longer read existing modules or books related to their respective fields of science in this case related to the hospitality industry. They may also trust the application more than the lecturer/teacher who teaches. According to them, this needs to be addressed more carefully and thoroughly so as not to harm other parties, especially teaching staff or practitioners who are experts in the field of science, especially English. The impact of using AI is also divided into two, namely positive and negative. The positive impact is that AI can improve the quality of English learning, help them know which parts need to be improved and speed up the learning process. AI also allows learning that can be accessed anytime and anywhere or study everywhere, students are ready for the world of work because they believe that increasing English skills will better prepare them to face the challenges of the world of work, especially in the tourism industry in this case the increasingly global hospitality. The negative impact according to students is that this application can create dependence on technology so that they no longer learn independently and think logically/critically. Students will also interact less with fellow students and teachers because AI reduces the opportunity to practice language in real social interactions. Despite everything, AI applications actually bring new breakthroughs in the world of technology and various related fields, especially 1 https://mapindo.ejurnal.info/index.php/manajemen_pelayanan_hotel Vol. x, No.x; year education. This application can actually support learning. The use of AI applications appropriately can accelerate the education process.
Exploring the Role of Menu Design in Attracting Customers: A Case Study of Kitchen ASIA Romadhon, Fahmi; Adhitama, Putu Ion Agus Pribadi; Suprianto, Donny Ardin
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.080220

Abstract

Visual design menu is one of important thing in attracting interest customer. This Study aims to explore structure and components of visual design menu in attracting interest customer in Kitchen ASIA. The research use qualitative approach with descriptive analysis. It examines the structural components of the menu, including layout, typography, color use, F and B picture, and price to describe and analyze how they affect interest and purchasing decision for customers. The findings show that the menu is simple designed, bilingual descriptions, and provide informative and clear description of the menu. They influence the customer in making interest and giving positive experience. However, there two things: the crossed-out prices and the absence of a dedicated dessert section, could be improved to enhance professionalism and customer satisfication. In conclusion, this study highlights the critical role that the visual menu design plays influencing customers’ interest and preference.
Marketing Adaptation Strategy of The One Legian Hotel To Changes in Demographics of Indian Tourist Visits Purnama Dewi, Desak Made; Pratiwi, Ida Ayu Putu Wismahari; Dewi, Ni Putu Adellia Puspita; Wijaya, Gede Wiradharma Andika; Ariana, I Putu Nova Tulus
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.080211

Abstract

This research aims to identify marketing adaptation strategies carried out by The ONE Legian Hotel in facing changes in the demographics of Indian tourist visits. This research uses a qualitative approach with data collection techniques in the form of in-depth interviews and observations related to hotel marketing through the 7P marketing mix analysis technique. The research results show that The ONE Legian Hotel has implemented several marketing adaptation strategies to attract Indian tourists. First, the hotel increases promotions through popular platform online sites in India, such as travel websites and social media. Additionally, they also collaborate with local travel agents in India to expand their marketing network. The hotel also adapts the product offerings according to the needs and preferences of Indian tourists, such as providing a vegetarian menu. With the characteristics of Indian guests who tend to be careful in spending and have high expectations, this hotel offers competitive prices and attentive service to avoid complaints. In addition, there are also changes in trends and preferences of Indian tourists that hotels need to continuously monitor and respond to. Thus, this research provides valuable insights for the hospitality industry, especially for hotels seeking to adapt their marketing strategies to the changing demographics of Indian tourist visits. The practical implication of this research is the importance of continuously monitoring and adapting marketing strategies according to changing market needs and preferences.
The Influence of Organizational Culture and Training on Employee Performance in the Kana Kuta Bali Sumerta, I Ketut Eli
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.080202

Abstract

The purpose of this study was to determine the effect of organizational culture and training on employee performance at The Kana Kuta Bali. The population of this study were all employees at The Kana Kuta Bali, namely 49 people. Data collection techniques in this study were observation, questionnaires, interviews, and documentation. The data analysis techniques used are descriptive analysis, data quality test, classical assumption test, multiple linear regression analysis, and hypothesis testing using SPSS version 23. Based on the results of the analysis, it is known that: (1) Organizational culture has a positive and significant effect partially on employee performance, where the t-count value is 2.551> t-table 1.678 with a significance value of 0.014 whose value is <0.05. (2) Training has a positive and significant effect partially on employee performance, where the t-count value is 2.050> t-table 1.678 with a significance value of 0.046 whose value is <0.05. (3) From the results of the F test, the results obtained a simultaneous positive and significant effect between organizational culture and training on employee performance, the value of F-count = 27.109> F-table = 3.20 with a significance value of F of 0.000, whose value is <0.05.
Community Based Tourism Management at Geger Beach a Tourist Destination in Nusa Dua Bali Marina, Marina; Kanom, Kanom; Sumardani, Rizki; Negara, I Made Weda Satia
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.080216

Abstract

The purpose of this study was to identify the management of Geger Beach as a Tourism Destination in Nusa Dua, Bali based on local communities and to determine the economic impact of local communities on the management of Geger Beach Tourism Destination in Nusa Dua, Bali. This research uses qualitative research, the research location is on the beach of Geger Nusa Dua Bali. The data sources in the study are primary data sources and secondary data as well as research instruments such as stationery, cellphones, interview guidelines and tools that support this research informants in the study were 1) the management of Geger Beach, 2) local local communities 3) tourists visiting Geger Beach, The number of informants in this study was 10, and the method of collecting data in this study using observation, interviews, documentation, and literature study. The method of data analysis in this study through several stages, including data reduction, data presentation, and conclusion drawing involves three main steps to process research data. The results survey that Geger Beach Management in Nusa Dua is based on local communities with a focus on community participation development and management of tourist facilities and services responsibly, to balance economic benefits and cultural preservation. This participation includes resource management, cultural promotion, and the organisation of tourist activities. The economic impact is significant for local communities, with increased income through tourism services, culinary and craft businesses, and new employment opportunities. In addition, this participation encourages communities to be active in the conservation and development of tourist destinations.
The Role of Whatsapp Business Application in Improving the Service Performance of Front Office Staff of Four Points By Sheraton Hotel Batam Junita, Junita; 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.080207

Abstract

Effective communication is crucial in the hospitality industry, yet there remain gaps in understanding how digital tools influence service quality and guest satisfaction. This study investigates the impact of WhatsApp Business on communication practices and service delivery at Four Points by Sheraton Batam. With the rapid evolution of technology, the hospitality sector must adapt to meet contemporary guest expectations. Utilizing a qualitative research approach, data were gathered through in-depth interviews and observations of staff and guest interactions over a three-month period. Findings reveal that WhatsApp Business significantly enhances responsiveness, streamlining communication between staff and guests. Staff reported that the application facilitated quicker resolutions of guest requests and complaints, ultimately contributing to a more positive overall experience. Moreover, the study found that effective use of WhatsApp Business improved accessibility, making it easier for guests to voice their needs. While these results are promising, the research also highlights that factors such as staff training, management commitment to customer service, and existing operational protocols play critical roles in determining overall service quality. This study underscores the relevance of integrating digital communication tools within the hospitality sector and provides insights applicable to other service-oriented fields, including school counseling. In conclusion, the adoption of digital tools like WhatsApp Business can substantially elevate guest experiences, aligning with contemporary expectations in the digital age. However, limitations such as a small sample size and the focus on a single hotel indicate the need for further research to explore the long-term effects of digital communication tools in enhancing service quality within the hospitality industry.
Analysis Operational Efficiency Strategy and Improvement of Hotel Housekeeping Communication System Widiastini, Ni Made Ary; Santiara, I Made; Rahmawati, Putu Indah
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.080221

Abstract

This study aims to analyze the internal communication needs that affect Housekeeping operations in a hotel. Pareto analysis is used in this study to find significant causes. Furthermore, Fishbone analysis (cause and effect) is used to systematically visualize and understand cause-and-effect relationships, which helps in identifying critical areas that need improvement. The root problems in the Housekeeping Department were identified, namely (1) Skill and knowledge gaps; (2) Lack of adequate leadership; (3) Generational differences and organizational culture; (4) Lack of advanced training causes employees not to get increased skills, as well as understand the roles and duties of other departments (cross-training) which has an impact on cross-departmental communication. By identifying the root cause analysis, solution steps can be developed, such as increasing the frequency of communication training, implementing cross-training between departments, and preparing effective leadership training for employees. This can be done by compiling a timeline for solutions to handling communication problems. It is recommended that improvements be made to the communication system in the housekeeping department including improving communication technology, developing clearer Standard Operating Procedures (SOPs), providing better communication skills training for staff, and improving cross-departmental coordination.
Socio-cultural Management at Breksi Cliff: A Study Based on Sustainable Tourism Principles Nihayati, Luluk; Supriyadi, Edouard Aryadi; Prasetyo, Andreas Yogi
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.080223

Abstract

As one of the areas in Yogyakarta that offers stunning natural attractions, Sleman has become a popular destination visited by many tourists. The progress of tourism development does have a positive influence on the economic sector, but if tourism management does not apply the principles of sustainable tourism, tourism development can actually have a negative impact on socio-cultural aspects. Based on its type, tourist destinations that are vulnerable to negative impacts on socio-cultural aspects are community-based tourism, Breksi Cliff is one of them. Breksi Cliff is a tourist destination in Sleman which has experienced significant growth in terms of the number of tourist visits, but there have been no studies examining whether tourism management in the socio-cultural aspect is aligned with the principles of sustainable tourism. Therefore, this study aims to find out whether the management of tourism in Breksi Cliff has applied UNWTO sustainable principles on socio-cultural aspects or not. The research method used is descriptive qualitative method. Research data were collected by conducting in-depth interviews and direct observation at the tourist destination. The results of the research show that most of the management of the socio-cultural aspects at Breksi Cliff is in accordance with indicators of sustainable tourism from UNWTO.
The Strategic Role of Human Resource Management in the Tourism Industry Wardhana, Zainal Firdaus; Sudiari, Made; Sengkey, Fenny
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.080224

Abstract

The tourism industry, as one of the most dynamic sectors globally, relies heavily on the effectiveness of human resource management (HRM) to maintain competitive advantage. This paper explores the strategic role of HRM in the tourism industry, emphasizing workforce planning, talent acquisition, training and development, and employee retention. By analyzing case studies and industry trends, the study highlights best practices and offers recommendations for optimizing HRM to enhance service quality and organizational performance. This research is qualitative descriptive, it utilized a comprehensive literature review to examine the current state of workforce planning and recruitment strategies in the tourism industry. To optimize HRM effectiveness, tourism organizations must adopt a data-driven, strategic approach to address key challenges, such as fluctuating demand, high employee turnover, and the need for continuous skills development. By implementing best practices in HRM, the tourism industry can unlock its full potential, providing exceptional experiences for travelers and contributing to the overall economic and cultural development of destinations worldwide.
The Role of the Baker Division in Maintaining the Brand Image to Attract Consumer Interest in Buying at Dough Lab Plaza Senayan Pradini, Gagih; Kusumaningrum, Anisa Putri; Jahmi, Muhammad Rijwan
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.080222

Abstract

This research aims to examine the role of the Baker Division in maintaining brand image to increase consumer purchase interest at Dough Lab Plaza Senayan. The main focus of this study is to analyze the roles undertaken by the baker staff in baking products, using quality ingredients, and directly interacting with consumers. The research method used is qualitative with several informants consisting of area managers, baker staff, and consumers. The results of the study indicate that product innovation, the role of bakers in baking, and good interaction with consumers are key factors in attracting purchase interest. In addition, the success in increasing consumer purchase interest is also influenced by social media marketing strategies. Thus, this study concludes that the role of the baker division is crucial in building and maintaining a positive brand image, which ultimately can increase consumer purchase interest at Dough Lab Plaza Senayan.

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