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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 346 Documents
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PENERAPAN STANDAR OPERASIONAL PROSEDUR PENGGUNAAN PERALATAN DALAM MENINGKATKAN PELAYANAN FOOD PRODUCTION DI HOLIDAY INN RESORT BARUNA BALI Made Semara Yoga Dwi Darma Yoga; I Putu Gede Parma
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 9 No. 1 (2026)
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v9i1.102313

Abstract

This study aims to analyze the implementation of Standard Operating Procedures (SOP) in the use of equipment in the Food Production department at Holiday Inn Resort Baruna Bali, as well as to evaluate its impact on service quality improvement. This is a descriptive qualitative study utilizing data collection techniques such as observation, interviews, and documentation. The findings show that the hotel has well-documented SOPs, such as the "Opening Kitchen" SOP, which provides detailed instructions on kitchen equipment usage and incorporates occupational health and safety (OHS) principles. However, the implementation of SOPs in practice is not optimal due to several constraints, including staff non-compliance, lack of routine training, weak managerial supervision, and limited resources. These issues result in decreased service quality, particularly in operational efficiency and guest interaction. The study concludes that having SOPs alone is insufficient without consistent implementation and strict supervision. Therefore, improvements in training programs, periodic evaluations, and sufficient resource allocation are essential to support effective SOP enforcement.
ANALISIS DAMPAK HARGA DAN FASILITAS PADA KEPUASAN WISATAWAN OCARINA BATAM Benget Rosalina; Arina Luthfini Lubis
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 3 (2025): Jurnal Manajemen Perhotelan dan Pariwisata
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i3.104317

Abstract

This study aims to analyze the influence of price and facilities on visitor satisfaction at Ocarina Batam Tourism. The research background was based on tourists’ complaints regarding the imbalance between ticket prices and the quality of facilities. A quantitative approach with a survey method was conducted on 60 purposively selected respondents. The research instrument was a Likert-scale questionnaire, and the data were analyzed using multiple linear regression. The findings reveal that both price and facilities significantly and positively affect visitor satisfaction, either partially or simultaneously. Facilities were identified as the dominant factor, having a higher regression coefficient compared to price. Together, the two variables explained 81.8% of the variation in visitor satisfaction. These results highlight the importance of aligning pricing strategies with facility improvements in order to enhance visitor satisfaction and loyalty.
A CORRELATIONAL STUDY OF OUTDOOR EXPERIENCE QUALITY AND BEHAVIORAL INTENTIONS IN A NATURE-BASED ACCOMMODATION SETTING Poppy Arnold Kadir
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 3 (2025): Jurnal Manajemen Perhotelan dan Pariwisata
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i3.106037

Abstract

Nature-based accommodations are increasingly attracting visitors who seek restorative outdoor experiences, positioning outdoor experiential quality as a key component of hospitality value creation. Understanding how these experiences relate to visitor behavioural tendencies is essential for strengthening loyalty within outdoor-oriented tourism settings. This study aims to examine the correlation between Outdoor Experience Quality and Behavioral Intentions in a nature-based accommodation environment. A quantitative correlational design was employed using a cross-sectional survey distributed to 200 guests who had utilized the outdoor facilities of a garden-based accommodation. The variables were measured using Likert-scale items that were subsequently transformed into three ordinal categories: good, moderate, and poor. Spearman’s Rank Correlation was used to analyse the relationship between the two variables due to their ordinal nature. Data analysis included descriptive distribution, instrument testing, and non-parametric correlation analysis. The results show that sensory, emotional, and environmental dimensions of outdoor experience were rated predominantly in the good category, indicating strong visitor appreciation of outdoor elements. Behavioral Intentions also showed high proportions of positive evaluations, particularly in word-of-mouth intention. The Spearman correlation test revealed a strong and statistically significant relationship between Outdoor Experience Quality and Behavioral Intentions (ρ = 0.536, p < 0.001). These findings confirm that favourable outdoor experiences are closely associated with stronger revisit intention, recommendation behaviour, and loyalty tendencies. This study concludes that outdoor experiential quality serves as an important correlate of behavioural intentions in nature-based accommodation settings.
UPAYA FRONT DESK AGENT DALAM MENANGANI KELUHAN DAN PERMINTAAN TAMU DI BATAM MARRIOTT HARBOUR BAY Fransiska Lauren; Zahara Fatimah
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 3 (2025): Jurnal Manajemen Perhotelan dan Pariwisata
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i3.106104

Abstract

In Batam, tourism growth has driven the development of international star-rated hotels such as the Batam Marriott Hotel Harbour Bay. However, this hotel faces numerous guest complaints regarding room comfort, service quality, cleanliness, and staff professionalism. This study aims to evaluate the role of Front desk Agents (FDAs) in handling guest complaints and requests at the Batam Marriott Hotel Harbour Bay. The method used was a descriptive qualitative approach through interviews and observations of the FDAs. Data were collected through probing techniques at check-in and monitoring guest feedback. Data analysis was conducted to identify emerging complaint patterns and the FDA's role in addressing them. The results indicate that FDAs play a crucial role in identifying guest needs through guest history recording and probing techniques at check-in. The most frequent complaints related to the accuracy of room information, service respone times, and interdepartmental coordination. Discussions indicate that ongoing training for hotel staff and more proactive communication between departments are crucial to improving service quality.
STRATEGI HOUSEKEEPING DALAM MENANGANI BED BUGS DI HOTEL BEVERLY BATAM M. Gemi Rabil; Zahara Fatimah; Arina Luthfini Lubis; Supardi
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 3 (2025): Jurnal Manajemen Perhotelan dan Pariwisata
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i3.106200

Abstract

Bed bug infestation is a serious operational threat in the hotel industry because it directly affects guest comfort, service quality, and the hotel’s reputation on digital platforms. Inadequate or delayed handling may lead to recurring complaints and reduced guest trust. This study aims to analyze the housekeeping strategies used to prevent and manage bed bug infestations at the Beverly Batam Hotel as part of maintaining hygiene standards and service quality. A descriptive qualitative method was applied through observations, interviews, and documentation involving the housekeeping supervisor and staff. The findings reveal three key insights: (1) the hotel implements an integrated control strategy through routine inspections, isolation of suspected rooms, high-temperature linen processing, selective chemical treatment, and coordination with external pest control professionals; (2) early detection relies heavily on staff accuracy and experience, making continuous training a critical factor; and (3) high-occupancy periods reduce the consistency of SOP implementation due to limited time and manpower. Although the strategies applied have successfully prevented recurring cases, improvements are still needed in monitoring and guest education. These findings emphasize that bed bug management is not merely a technical issue but a managerial concern that requires a structured risk-mitigation approach. Practical implications include the need to establish a dedicated bed bug response team, digitize inspection checklists, and conduct regular training to ensure stable SOP implementation and effective control.
ANALISIS KUALITAS FASILITAS TERHADAP KEPUASAN PENGUNJUNG DI TAMAN TENGKU SYARIFAH AMINAH SIAK Ginda Rajin; Zahara Fatimah; Supardi; Andri Wibowo
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 3 (2025): Jurnal Manajemen Perhotelan dan Pariwisata
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i3.107094

Abstract

Urban parks as public tourism spaces play an important role in supporting recreational activities and enhancing regional tourism attractiveness. However, the quality and facilities provided do not always optimally generate visitor satisfaction. This study aims to analyze the effect of quality and facilities of public tourism spaces on visitor satisfaction at Tengku Syarifah Aminah Park, Siak. A quantitative approach was employed using a survey method, with data collected from 100 visitors through questionnaires and analyzed using multiple linear regression. The results indicate that quality and facilities have a positive and significant effect on visitor satisfaction, both partially and simultaneously. These findings suggest that improving the quality of management and facilities of public tourism spaces directly contributes to better visitor experiences. This study provides practical implications for park managers and local governments in developing visitor-oriented public tourism space management strategies.
ANALISIS ULASAN WISATAWAN PADA WEBSITE HOTEL TERHADAP KUALITAS PELAYANAN HOTEL RADISSON BLU BALI ULUWATU Putu Anika Dewi; Made Novita Dewi Lestari; Anak Agung Gede Mahendra Kusuma
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 9 No. 1 (2026)
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v9i1.107550

Abstract

Penelitian ini bertujuan untuk menganalisis kualitas pelayanan di Hotel Radisson Blu Bali Uluwatu berdasarkan ulasan wisatawan pada situs resmi hotel dengan menggunakan pendekatan kualitatif melalui analisis wacana. Subjek penelitian meliputi wisatawan yang memberikan ulasan serta beberapa karyawan hotel. Hasil penelitian menunjukkan bahwa dimensi tangible memperoleh penilaian paling positif, terutama terkait desain bangunan yang modern, kebersihan, dan kelengkapan fasilitas. Dimensi empati, daya tanggap, keandalan, dan jaminan juga dinilai positif, khususnya dalam hal keramahan karyawan, kecepatan layanan, konsistensi pelayanan, serta rasa aman bagi tamu. Namun, masih terdapat beberapa aspek yang perlu diperbaiki, seperti ketersediaan staf, penanganan gangguan satwa liar, respons terhadap keluhan, serta keterlambatan check-in dan perbaikan fasilitas. Secara keseluruhan, hotel telah memberikan pengalaman pelayanan yang baik, namun peningkatan pada dimensi keandalan perlu segera dilakukan untuk meningkatkan kualitas pelayanan secara menyeluruh.
ANALISIS PENGALAMAN TAMU DALAM MENIKMATI PELAYANAN DI KINGS HOTEL BATAM Veronika; Zahara Fatimah; Arina Luthfini Lubis; Yudha Wardani
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 3 (2025): Jurnal Manajemen Perhotelan dan Pariwisata
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i3.107896

Abstract

This study aims to analyze guest experiences at King's Hotel Batam as a basis for improving service quality in the increasingly competitive hospitality industry. The main issues identified are inconsistencies in the implementation of service standards and the gap between guest expectations and actual experiences. The study used a descriptive qualitative approach through in-depth interviews, direct observation, and documentation, including online guest reviews. The results indicate that staff unfriendliness, slow response times, and non-compliance with cleanliness standards are the main factors that reduce guest satisfaction. The findings also reveal differences in service quality between departments. The novelty of the study lies in the integration of field data and digital reviews to identify service gaps more comprehensively. Implications of the study emphasize the need to strengthen service training, align operational standards, and continuously improve quality oversight.
MANAJEMEN KENDALA OPERASIONAL HOUSEKEEPING DAN IMPLIKASINYA PADA KUALITAS LAYANAN BEVERLY HOTEL BATAM Handika Napitupulu; Andri Wibowo
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 3 (2025): Jurnal Manajemen Perhotelan dan Pariwisata
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i3.108793

Abstract

This study aims to analyze the management of operational constraints faced by the housekeeping department and its implications for service quality at Beverly Hotel Batam. The research employed a qualitative descriptive approach using a case-study method. Data were collected through direct observation, semi-structured interviews with one housekeeping Supervisor and several room attendants, including both permanent staff and daily workers, as well as supporting documentation. The data were analyzed using Miles and Huberman's interactive model consisting of data reduction, data display, and conclusion drawing. The findings reveal that the main operational constraints include limited workforce, inadequate cleaning equipment and supplies, heavy workloads, and low employee motivation. Management addressed these issues through regular training, direct supervision, and more balanced task distribution. Effective management of operational constraints has a positive impact on service quality, particularly in the reliability and responsiveness dimensions of the SERVQUAL model. The study emphasizes the managerial role in maintaining room cleanliness and guest satisfaction within the hotel industry.
ANALISIS PENERAPAN PRINSIP-PRINSIP MANAJEMEN PADA TRC BINTAN RESORT Putu Della Rahayu; Andri Wibowo
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 8 No. 3 (2025): Jurnal Manajemen Perhotelan dan Pariwisata
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v8i3.109492

Abstract

This study aims to analyze the implementation of management principles at TRC Bintan Resort in the post–COVID-19 period, focusing on the functions of planning, organizing, leading, and controlling. The study employed a qualitative descriptive approach with a case study design. Data were collected through interviews, observations, and documentation involving the resort owner and employees directly engaged in daily operations. The findings reveal that the implementation of management functions at TRC Bintan Resort has not been optimal. This is indicated by the absence of formal strategic planning, the lack of an established organizational structure, the predominance of informal leadership practices, and supervisory mechanisms that are not based on performance indicators. These conditions reflect a gap between ideal management principles and actual managerial practices, which negatively affects operational effectiveness and service quality in the post-pandemic context. The study concludes that strengthening managerial functions through simple yet systematic management practices is essential to improve performance, competitiveness, and long-term sustainability of TRC Bintan Resort as a medium-scale hospitality business in a tourist destination area.

Page 34 of 35 | Total Record : 346

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