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Made Aristia Prayudi
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INDONESIA
Jurnal Manajemen Perhotelan dan Pariwisata
Published by Universitas Pendidikan Ganesha
ISSN : 26549719     EISSN : 27147835     DOI : http://dx.doi.org/10.23887/jmpp.v2i2
Core Subject : Economy, Education, Social,
Economics, Econometrics & Finance Education Social Sciences
The journal is committed to a broad range of topics including tourism and travel management, leisure and recreation studies and the emerging field of event management. It contains both theoretical and applied research papers, and encourages the submission of the results of collaborative research undertaken between academia and industry
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Tourism, Leisure and Hospitality Management
Articles 5 Documents
 1 
Search results for , issue "Vol 3, No 1 (2020)" : 5 Documents clear
Jenis Keluhan dan Cara Penanganan Keluhan di Hotel Holiday Inn Resort Baruna Bali Rendrawan, Gede Rendrawan; Trianasari, Trianasari; Mahardika, A.A. Ngr. Yudha Martin
Jurnal Manajemen Perhotelan dan Pariwisata Vol 3, No 1 (2020)
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v3i1.28996

Abstract

This study aims to determine the types of complaints and how to handle the department f & b service at the Hotel Baruna Bali Holiday Resort. This research is a qualitative descriptive study using interviews and observations as a method of collecting data. The informants who participated in this study were tour operators in the field of administration. The results showed that there were several types of complaints at the F&B Service Department at the Baruna Bali Holiday Resort Hotel. The results showed that the types of complaints by the F&B Service Department at Baruna Bali Holiday Resort Hotel were the lack of professional waiters / waitresses, when serving guests, waiters / waitresses were not polite when serving guests, guests waiting for orders too long. There is a procedure for handling guest complaints at the F&B Service Department at the Baruna Bali Holiday Resort Hotel called ILEAD. This procedure serves as a guideline for employees in the department f & b service in handling complaints
Penerapan SOP Bagi Mahasiswa PKL Pada Departemen Food And Beverage Service The Oberoi Beach Resort, Bali Wahyuni, Ida Ayu Putu Padma Sri Wahyuni; Parma, I Putu Gede
Jurnal Manajemen Perhotelan dan Pariwisata Vol 3, No 1 (2020)
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v3i1.28997

Abstract

This study aims to explore (1). The SOP delivery process for intern students in the Food and Beverage Service department (2). The implementation of SOPs by intern students in the Food and Beverage Service Department. This research was a qualitative descriptive research, with interview method and documentation in data collection. The subjects in this study were HRD staff and seniors in the room service section at The Oberoi Beach Resort, Bali. The results showed that (1). The process of delivering SOP for internship students was done by providing material during pre training, role play training and delivering SOP 15 minutes prior to new shift. (2). The SOP was delivered in the form of briefing and training for trainees. From the results of this study it may be necessary to further research on the importance of understanding SOP for intern students in a broader scope
Penanganan Keluhan Tamu dengan Metode ILEAD Oleh Karyawan Kantor Depan di Hotel Holiday Inn Resort Baruna Bali Sukamerta, I Kadek Ngurah; Andiani, Nyoman Dini
Jurnal Manajemen Perhotelan dan Pariwisata Vol 3, No 1 (2020)
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v3i1.29000

Abstract

The strategy for handling guest complaints is very important to be improved because it is able to create quality service and a good cooperative relationship with guests. This research is a qualitative research with descriptive analysis. The purpose of this study was to determine the Complaints Handling Strategy conducted by Front Office employees at the Holiday Inn Resort Baruna Bali Hotel. The data obtained are primary data obtained from interviews with Front Office Managers. The results showed that the Complaints Handling conducted by front office employees at the Baruna Bali Holiday Inn Resort used the ILEAD method, namely Identify, Listen, Empathize, Apologize, and Deliver Solution. The ILEAD method as a complaint handling strategy has been running well.
Karakteristik dan Keterampilan Pramusaji di Era Revolusi Industri 4.0 pada Hotel The Oberoi Beach Resort Bali Gita, Gede Elga Krisna; Mahardika, Yudha M.; Widiastini, Ni Made Ary
Jurnal Manajemen Perhotelan dan Pariwisata Vol 3, No 1 (2020)
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v3i1.29001

Abstract

This study aimed to finding the characteristics and skills of waiters in the era of the industrial revolution 4.0 on The Oberoi Beach Resort Bali. This research was a qualitative descriptive study, using observation and interviews as a method of collecting data. Subject of the study were drawn from Hotelier in the field of governance and HRD. In addition to foreign language skills, good communication, there are additional skills and characteristics in the revolutionary era 4.0 found in this study are 4 characteristics (technological literacy, following developments in the field of governance, being able to work efficiently and effectively and mastering technology and systems) and 4 skills (following the times, can use new tools related to operational work, follow the latest service trends and understand the system and computers) waiters in the era of the industrial revolution 4.0. In the future, it was expected that there will be studies that discuss the same topic in order to study more sources and references related to the characteristics and skills of waiters in the 4.0 era, so that they get better and more complete results.
Analisis Kebutuhan Bahasa Inggris Pramusaji di Hotel Berbintang 5 di Bali Wulandari, Ni Luh Manda; Rahmawati, Putu Indah
Jurnal Manajemen Perhotelan dan Pariwisata Vol 3, No 1 (2020)
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v3i1.28990

Abstract

This study aimed at analyzing the English language skills functions and expressions needed as a waiter/ss. This research was a qualitative descriptive. The method used in obtaining the required information were interviews and documentation, in which subjects in this research were Asst. F&B Service Manager, Restaurant Manager, Supervisor, and Restaurant Staff in 5-Star Hotel in Bali. The results of this study indicated that (1) Speaking & listening skills are the main poins that must be mastered by a waiter/ss, and the accuracy of grammar and fluency in communication also have an equally important role, (2) The expression of the language used adjusts to predetermined language functions based on the implementation of Sequence of Service (SOS) in restaurants. From the results of this study it may be necessary to further research on analyzing the needs of English Waiters in a broader scope.

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