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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 317 Documents
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STRATEGI PENGEMBANGAN DAN PROMOSI OBJEK DAYA TARIK WISATA RUMAH TUA DESA SEMBIRAN KECAMATAN TEJAKULA KABUPATEN BULELENG PROVINSI BALI Mahendra, I Gede Deni; Rahmawati, Putu Indah
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 2 (2025): Jurnal Manajemen Perhotelan dan Pariwisata
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i2.98261

Abstract

Sembiran Village is one of the oldest villages in Bali with great potential as a cultural tourism destination, particularly through the old traditional houses that hold significant historical and cultural value. However, this potential remains underdeveloped due to inadequate infrastructure, weak promotional efforts, and suboptimal tourism management. This study aims to identify the current state of tourism in Sembiran Village and formulate development and promotional strategies for the old house as a primary tourist attraction. A qualitative descriptive approach was employed, with data collected through observation, in-depth interviews, and documentation from six key informants, including village officials and tourism managers. The findings reveal that while the cultural attractions in Sembiran are strong, they are not yet supported by adequate amenities, accessibility, and ancillary services. Development strategies are directed toward cultural and environmental preservation, capacity building of human resources, strengthening institutional coordination, infrastructure improvements, and digital-based promotions. This study recommends a participatory and collaborative approach involving government, local communities, and private stakeholders to develop Sembiran Village into a sustainable and competitive cultural tourism destination.
ANALISIS PREFERENSI PENGGUNAAN META ADS DAN GOOGLE ADS DALAM STRATEGI DIGITAL MARKETING DI HOTEL FOUR POINTS BY SHERATON BALI UNGASAN Asa, Kadek; Andayani, NL Henny; Mahardika, A A Ngurah Yudha Martin
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 2 (2025): Jurnal Manajemen Perhotelan dan Pariwisata
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i2.99466

Abstract

This study aims to analyze the preference for using digital advertising platforms, namely Meta Ads and Google Ads, by Four Points by Sheraton Ungasan Bali Hotel. In an increasingly competitive hospitality industry, digital marketing strategies are essential to improve hotel visibility and occupancy. This research applies a qualitative approach using a case study method. Data were collected through in-depth interviews, observation, and documentation. The results indicate that the hotel prefers Meta Ads due to its ability to target audiences more specifically, cost efficiency, flexibility in visual content, and its impact on brand awareness. Meanwhile, Google Ads has not been optimally utilized due to limitations in management and platform understanding. These findings demonstrate that Meta Ads significantly contribute to the effectiveness of the hotel's digital marketing campaigns.
INDIAN GUEST COMPLAINT HANDLING STRATEGY THROUGH LEARN METHOD:: A CASE STUDY AT THE OBEROI BEACH RESORT BALI HOTEL Jasmini, Putu; Andiani, Nyoman Dini; Rahmawati, Putu Indah
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 2 (2025): Jurnal Manajemen Perhotelan dan Pariwisata
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i2.99581

Abstract

The rapid increase of Indian tourists in Bali has challenged star-rated hotels to deliver culturally responsive services. This study investigates how Guest Assistants at The Oberoi Beach Resort Bali manage complaints from Indian guests, who often have unique service expectations such as specific dietary preferences, extended family accommodation, and personalized attention. A qualitative descriptive method was employed, combining direct observation, in-depth interviews with the Front Office team, and analysis of internal hotel documentation. The findings reveal several challenges, including cultural misunderstandings, intense communication styles, and high demands for fast and empathetic service. To address these issues, the hotel implements the LEARN method (Listen, Empathize, Apologize, Resolve, Notify), supported by cultural sensitivity training and coordination across departments. Additionally, the use of the OPERA Cloud system allows for efficient documentation and follow-up on complaints, improving response times and personalized guest experiences. The study shows that integrating emotional intelligence, cultural awareness, and technology enhances service quality. As a result, guest satisfaction and loyalty among Indian tourists significantly improve. The implications of this research suggest that culturally adaptive complaint handling strategies are essential in the competitive hospitality industry of Bali. Ultimately, the LEARN-based approach not only resolves immediate issues but also contributes to long-term guest retention and strengthens the hotel's international reputation.
ANALISIS PENANGANAN KELUHAN TAMU DI EXPRESS RESTAURANT HOTEL HOLIDAY INN RESORT BARUNA BALI Saputra, Kadek Dani Yoga; Andayani, Ni Luh Henny
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 2 (2025): Jurnal Manajemen Perhotelan dan Pariwisata
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i2.99606

Abstract

This study aims to analyze guest complaint handling at Express Restaurant, Holiday Inn Resort Baruna Bali, using a descriptive qualitative approach. Data were collected through observation, in-depth interviews, and documentation involving staff, trainees, daily workers, and restaurant managers. The results show that the most common complaints are attitudinal complaints and service-related complaints, such as unfriendly staff behavior, delayed food service, and incorrect orders. Key obstacles include lack of specific training, high workload during breakfast hours, and limited communication skills with foreign guests. Management addresses these issues through strategies based on the five SERVQUAL dimensions, including communication training, SOP enforcement, mobile manager presence, and fostering empathy. Responsive and structured complaint handling has proven to enhance guest satisfaction and loyalty. The findings are expected to serve as a reference for improving restaurant service quality through a humanistic and systematic approach.
GASTRONOMI KOLO SEBAGAI MAKANAN TRADISONAL DALAM PENGEMBANGAN WISATA BERKELANJUTAN DI KABUPATEN MANGGARAI NUSA TENGGARA TIMUR Panja, Bernadeti Delviani; Vitrianto, Primantoro Nur; Wulandari, Lastiani Warih
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 2 (2025): Jurnal Manajemen Perhotelan dan Pariwisata
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i2.99682

Abstract

Penelitian ini bertujuan untuk mengidentifikasi gastronomi Kolo sebagai salah satu upaya pengembangan pariwisata berkelanjutan di Kabupaten Manggarai, Nusa Tenggara Timur. Kolo, makanan tradisional khas Manggarai yang dibakar menggunakan bambu, memiliki makna historis, budaya, dan sosial bagi masyarakat setempat. Lebih dari sekadar warisan kuliner, Kolo memiliki potensi ekonomi yang dapat dimanfaatkan dalam sektor pariwisata. Penelitian ini menggunakan Metode kualitatif Wawancara, Observasi dan Dokumentasi, dalam melestarikan kuliner tradisional serta menilai dampak pengembangan pariwisata berbasis gastronomi terhadap lingkungan dan kesejahteraan masyarakat. Hasil penelitian ini menunjukkan bahwa integrasi Kolo dalam kegiatan pariwisata mampu mendorong pelestarian budaya lokal, meningkatkan pendapatan masyarakat, serta mendukung terciptanya praktik pariwisata yang ramah lingkungan dan berbasis partisipasi komunitas. Dengan demikian, gastronomi Kolo dapat menjadi sarana strategis dalam menciptakan model pariwisata berkelanjutan yang selaras dengan nilai budaya dan keberlanjutan ekologis.
STRATEGI PENANGANAN GUEST COMPLAINT OLEH CALL CENTER DI HOLIDAY INN RESORT BARUNA BALI Widyadnyana, I Nyoman Ardy; Andiani, Nyoman Dini
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 2 (2025): Jurnal Manajemen Perhotelan dan Pariwisata
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i2.99894

Abstract

Penelitian ini bertujuan untuk mengetahui dan mendeskripsikan strategi call center dalam penanganan keluhan tamu di Hotel Inn Resort Baruna Bali. Subjek penelitian dalam penelitian ini adalah Staf Call Center, Supervisor, dan Front Office Manager. Metode pengumpulan data yang digunakan dalam penelitian ini adalah observasi, wawancara, dan studi dokumentasi. Data dianalisis menggunakan metode kualitatif. Penelitian ini menemukan bahwa strategi penanganan keluhan tamu oleh call center yang diterapkan di Hotel Holiday Inn Resort Baruna Bali terstruktur dan berfokus pada kepuasan tamu dengan pendekatan yang sistematis, responsif, dan empati. Prosesnya dimulai dari mendengarkan keluhan dengan seksama, bertanggung jawab sepenuhnya, dan memberikan permintaan maaf yang tulus. Selanjutnya, solusi dan alternatif pilihan yang tepat diberikan sesuai kebutuhan tamu. Jika masalah tidak dapat diselesaikan di tingkat staf, eskalasi ke tingkat manajemen yang lebih tinggi dilakukan untuk memastikan penyelesaian yang optimal. Hotel juga berkomitmen untuk memberikan informasi yang transparan dan melakukan tindak lanjut untuk memastikan kepuasan tamu setelah keluhan ditangani.
PENGARUH KOMPENSASI, KOMITMEN KERJA DAN LINGKUNGAN KERJA TERHADAP KINERJA KARYAWAN BALI ZOO DI KABUPATEN GIANYAR Putri, Cerry; Suci, Ni Made
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 2 (2025): Jurnal Manajemen Perhotelan dan Pariwisata
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i2.100256

Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh dari kompensasikomitmen kerja dan lingkungan kerja terhadap kinerja karyawan di BaliZoo di Kabupaten Gianyar. Subjek dalam penelitian ini adalahkaryawan di Bali Zoo Kabupaten Gianyar dan objek dalam penelitianini adalah kompensasi, Komitmen kerja, lingkungan kerja, dan kinerjakaryawan. Rancangan penelitian yang digunakan adalah penelitiankuantitatif. Sampel yang digunakan dalam penelitian ini adalahsejumlah 100 responden. Instrumen yang digunakan dalampengumpulan data adalah kuesioner dan teknik analisis data yangdigunakan adalah analisis regresi berganda. Hasil penelitian iniadalah: (1) Kompensasi berpengaruh positif dan signifikan terhadapkinerja karyawan di Bali Zoo Kabupaten Gianyar. (2) Komitmen kerjaberpengaruh positif dan terhadap kinerja karyawan di Bali ZooKabupaten Gianyar. (3) Lingkungan kerja berpengaruh positif dansignifikan terhadap kinerja karyawan di Bali Zoo Kabupaten Gianyardan (4) Kompensasi, komitmen kerja dan lingkungan kerjaberpengaruh signifikan terhadap kinerja karyawan di Bali ZooKabupaten Gianyar.
KUALITAS PELAYANAN DALAM MENINGKATKAN KEPUASAN TAMU DI CLUB LOUNGE PADMA RESORT LEGIAN, BALI Marthasaputra, Nova Bagus; Andayani, Ni Luh Henny; Parma, I Putu Gede
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 2 (2025): Jurnal Manajemen Perhotelan dan Pariwisata
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i2.100517

Abstract

This study aims to describe the quality of service in improving guest satisfaction at Club Lounge Padma Resort Legian using qualitative methods. The discussion of the study leads to an explanation related to important factors in the service provided in improving the quality of service and guest satisfaction and what efforts need to be made to maintain the quality of service and guest satisfaction. The data collection methods used in this study were interviews, observations, and documentation. Interviews were conducted with staff, and using guest comment data. the results of this study indicate that by implementing important elements of service quality in accordance with the established SOP but there are still reviews of services and facilities that are considered lacking according to guests, further efforts that need to be made are to provide routine training to improve communication, friendliness and technical skills and plan routine evaluation briefing strategies and add facilities and improve the quality of food and beverages. Friendliness, politeness, responsiveness to guest needs, providing guarantees to guests, and staff reliability are important factors in service quality.
LIVE STREAMING TIKTOK BAGI PENGUNJUNG WISATA PEMANDIAN LUBUK NAPA DALAM MENINGKATKAN PROMOSI PARIWISATA DI NAGARI SALIBUTAN, KECAMATAN LUBUK ALUNG Lasmi, Ami; Efi, Agusti
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 2 (2025): Jurnal Manajemen Perhotelan dan Pariwisata
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i2.100705

Abstract

This study aims to examine the contribution of TikTok live streaming by visitors in increasing the popularity and attractiveness of Lubuk Napa Baths tourism in Nagari Salibutan. This type of research is qualitative by collecting data through observation, in-depth interviews, and documentation from visitors, tourism managers, and the surrounding community. Data were analyzed using thematic analysis methods to find digital promotion patterns that emerge naturally from visitors. The research findings indicate that TikTok live streaming significantly helps attract new tourists, especially from the younger generation. Content generated by visitors is considered more authentic and convincing than official promotions from managers.
STRATEGI PENGEMBANGAN FASILITAS PARIWISATA BERBASIS KEBERLANJUTAN DI AIR TERJUN JANTUR INAR KABUPATEN KUTAI BARAT Fadhila, Desi; Isdarmanto; Damiasih
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 2 (2025): Jurnal Manajemen Perhotelan dan Pariwisata
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i2.100745

Abstract

Jantur Inar Waterfall is a potential natural tourism destination located in Nyuatan District, West Kutai Regency, East Kalimantan. Despite its strong natural appeal, the area continues to face various challenges in developing adequate and sustainable tourism facilities. This study aims to formulate a sustainability-based tourism facility development strategy that enhances the quality of the destination while preserving the local environment and cultural heritage. A qualitative approach was employed, with data collected through field observations, in-depth interviews with local communities, tourism managers, and regional government representatives. The findings indicate that the development of tourism facilities in Jantur Inar Waterfall must adhere to sustainable tourism principles, including active community participation, the use of environmentally friendly materials, and proper waste management and nature conservation. The proposed strategies include improving basic infrastructure (such as road access and sanitation facilities), constructing culturally rooted supporting facilities, and strengthening community capacity in participatory tourism governance. With an appropriate and sustainable strategy, Jantur Inar Waterfall holds the potential to become a leading natural tourism destination in West Kutai, offering not only economic benefits but also environmental and socio-cultural harmony for the local community.

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