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GENESIS SEMBIRING DEPARI
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INDONESIA
Indonesian Journal of Interdisciplinary Research in Science and Technology (MARCOPOLO)
Published by PT FORMOSA CENDEKIA GLOBAL
ISSN : -     EISSN : 29868009     DOI : https://doi.org/10.55927/marcopolo.v1i3
Core Subject : Humanities, Science, Education, Social, Engineering,
Humanities Civil Engineering, Building, Construction & Architecture Decision Sciences, Operations Research & Management Education Social Sciences
The Indonesian Journal of Interdisciplinary Research in Science and Technology (MARCOPOLO) is an open-access and peer-reviewed journal, published by Formosa Publisher, which is a platform for dissemination of research results from multidisciplinary research regarding education, business, religion, art, architecture, natural science, social science and engineering, MARCOPOLO publishes articles monthly. The editors welcome submissions of papers describing recent theoretical and experimental research related to: (1) Theoretical articles; (2) Empirical studies; (3) Practice-oriented papers; (4) Case studies; (5) Review of papers, books, and resources.
Arjuna Subject : Umum - Umum
Articles 251 Documents
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The Influence of Information and Communication Technology (ICT) in Supporting Front Office Operational Activities at SSU, Bali Wulandari, Ni Luh Sri; Seniartha, I Wayan; Adi, Ida Ayu Sri Puspa
Indonesian Journal of Interdisciplinary Research in Science and Technology Vol. 2 No. 10 (2024): October 2024
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/marcopolo.v2i10.11250

Abstract

This study aims to determine the influence of Information and Communication Technology (ICT) in supporting front office operational activities at Six Senses Uluwatu, Bali. This study uses quantitative and qualitative descriptive methods. Data were collected through questionnaires distributed to 24 front office employees with 22 statement indicators based on the Technology Acceptance Model (TAM) concept. The results showed that the majority of respondents strongly agreed with the ease of use of ICT (perceive ease of use), then the majority of employees strongly agreed with the usefulness of ICT (perceive of usefulness), and strongly agreed with the acceptance of technology (acceptance of IT) with the highest average value of 4.29. However, there are several obstacles faced in the use of software and hardware; such as frequent system errors, limited tools and devices that make it uncomfortable. This study concludes that the existence of ICT has a very important influence in supporting front office operational activities because it affects the quality of service provided to guests. Therefore, it is necessary to carry out maintenance and renewal of ICT devices periodically to overcome the obstacles that arise.
Handling Guest Complaints with the Identify, Listen, Empathize, Analyze, Deliver Solution Method at Intercontinental Bali Resort Ariesa, Kadek Wahyu; Adi, Ida Ayu Sri Puspa; Indrayani, I Gusti Ayu Putu Wita
Indonesian Journal of Interdisciplinary Research in Science and Technology Vol. 2 No. 10 (2024): October 2024
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/marcopolo.v2i10.11251

Abstract

The purpose of the study was to examine the application of the ILEAD method in handling guest complaints. The study was conducted using two methods, namely the interview method and the observation method. Interviews with staff in implementing ILEAD, direct and indirect observations of staff assessments in implementing ILEAD, and online travel agents assessing guest comments regarding the service provided by front office staff. Using qualitative analysis techniques. The results of the study showed that staff had implemented the ILEAD method correctly with the discovery of positive comments on online travel agents and assessments from Front Office Managers with a level of 80 percent of staff having implemented ILEAD. Although there were still some staff who still did not understand ILEAD correctly with negative comments found on online travel agents, direct observations, and there was a gap of 20 percent of staff understanding based on interviews with Front Office Managers. For some improvements to cover the gap, starting from more frequent or varied training, increasing cooperation between staff and superiors and evaluation of guest comments from online travel agents.
Implementation of Occupational Safety Standards by Public Area Attendants at Department Style Hotels in Bali Putu Bella Anggreni; Ni Ketut Iswarini; Pitanatri, Made Uttari
Indonesian Journal of Interdisciplinary Research in Science and Technology Vol. 2 No. 10 (2024): October 2024
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/marcopolo.v2i10.11252

Abstract

This study aims to examine the implementation of occupational safety standards by public area attendants, Department Style Hotel X. Data collection techniques include observation, interviews, and documentation studies. Data analysis was carried out using descriptive comparative qualitative methods between high-risk occupational safety standards (High Risk Task) and their implementation by public area attendants, Department Style. The results of the study showed that full compliance (100%) in maintaining cleanliness and dryness of the floor, installing "wet floor" signs, using stairs in hard-to-reach areas, understanding the use of machines, and managing the area by two public area attendants. However, compliance with the use of masks, gloves, checking cables and machines before use, and using safety equipment was still below 100%. Factors that influence this non-compliance include haste, discomfort in using PPE (Personal Protective Equipment), and lack of inspection of the condition of the equipment.
The Effectiveness of Dual Roles for Style Attendants at Hotel WXY Kristiari, Oniek; Arthini, Ni Nyoman Suci; Indrayani, I Gusti Ayu Putu Wita
Indonesian Journal of Interdisciplinary Research in Science and Technology Vol. 2 No. 10 (2024): October 2024
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/marcopolo.v2i10.11253

Abstract

This study was motivated by guest complaints about the housekeeping department at Hotel WXY due to the lack of accuracy of the style attendant in handling work, which was caused by the dual role they had. This study aims to evaluate the effectiveness of the dual role. Data were collected through interviews with two style attendants and a supervisor, using three indicators of work effectiveness from Hasibuan: work quality, work quantity, and time utilization. The results of the study showed that the dual role was not yet effective in terms of work quality, but was quite effective in terms of work quantity and time utilization. This study is expected to improve the effectiveness of the style attendant's work, especially in terms of work quality
Excellent Front Desk Agent Service in Increasing Guest Satisfaction at Hotels in Bali Venysia, Ni Putu Selina; Sekarti, Ni Ketut; Darmawijaya, I Gede
Indonesian Journal of Interdisciplinary Research in Science and Technology Vol. 2 No. 10 (2024): October 2024
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/marcopolo.v2i10.11254

Abstract

This research aims to identify and group guest reviews of Front Desk Agent services at one of the hotels in Bali that provide a pleasant experience (Prima/WOW). Data was collected from guest reviews on OTA Tiket.com and Tripadvisor in the period January 2023 to May 2024. The results of the analysis showed four main themes that were prominent in guest reviews: The first theme, "Friendly and Polite," recorded the highest frequency with reviews emphasizing friendliness and professional attitude from the Front Desk Agent. The second theme, "Provides a Personal Touch," shows guests' appreciation for personal touches such as birthday wishes and room upgrades. The third theme, "Sprightly Provide Guest Needs," underscores the staff's proactive and quick response in meeting guest needs. The final theme, "Smooth Check-in Process," reflects the efficiency of the check-in process which is considered to make it very easy for guests. The results of this research indicate that Excellent/WOW service from the Front Desk Agent plays a significant role in increasing guest satisfaction at Hotel X.
Marketing Strategy via Facebook and Instagram to Achieve Brand Awareness at Movenpick Resort & Spa Jimbaran Bali Sekar, Ni Wayan; Sunarsa, I Wayan; Putra, Putu Gede Eka Darma
Indonesian Journal of Interdisciplinary Research in Science and Technology Vol. 2 No. 10 (2024): October 2024
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/marcopolo.v2i10.11255

Abstract

The aim of this research is to formulate a social media strategy using the Insights feature, the REAN model and the 10 C Digital Marketing Theory at Movenpick Resort & Spa Jimbaran Bali. Experiments were carried out on content uploaded to Facebook and Instagram. The results of the analysis are strategies prepared with indicators in the REAN model which are focused on managing social media Facebook and Instagram and the 10 C Theory is used as a basis for managing content from social media. The results of the strategy formulation are activities that can be carried out to improve social media management so that it is more optimal and achieves high reach and engagement values, as well as improving content content to achieve indicators in the 10C theory and achieve brand awareness of social media users.
The Role of Guest Experience in Providing Excellent Service to Guests at Sofitel Bali Nusa Dua Arsani, Putu Satya Dewi; Wulan, Anak Agung Istri Ratna Sari; Pitanatri, Made Uttari
Indonesian Journal of Interdisciplinary Research in Science and Technology Vol. 2 No. 10 (2024): October 2024
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/marcopolo.v2i10.11257

Abstract

This study analyzes the role of guest experience in excellent service at Sofitel Bali Nusa Dua using qualitative descriptive methods. Data were collected through interviews, observations, and documentation. The results showed that 77% of services were in accordance with expectations, while 23% were not. This discrepancy was caused by the imbalance of responsibility between the butler and guest experience sections when escorting and farewelling VIP guests, as well as the lack of awareness of grooming in certain shifts. The suggestions given are the need for clarity of duties between the two sections and grooming checks by the Leader in the afternoon shift
Implementation of Eco Friendly in the Housekeeping Department of the Conrad Bali Hotel Wiratama, I Gede; Pitanatri, Made Uttari; Launingtya, Niken
Indonesian Journal of Interdisciplinary Research in Science and Technology Vol. 2 No. 10 (2024): October 2024
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/marcopolo.v2i10.11259

Abstract

Eco-friendly is a simple environmentally friendly activity that aims to reduce the impact of waste, especially hotel industry waste. Eco-friendly is a growing trend in the hotel industry, but its implementation still faces several obstacles, including limited understanding regarding the importance of waste management, lack of consistency in implementing Eco-friendly programs and obstacles in changing organizational culture. The aim of this research is to determine the implementation of Eco-friendliness in the housekeeping department at the Conrad Bali hotel. The research method used is descriptive qualitative with data collection techniques through interviews, observation and documentation studies related to supporting documents such as the Tri Hita Karana certificate and certificates of collaboration with other organizations. Based on the results of research in the field, the Conrad Bali hotel is considered a sustainable hotel, this can be seen from the policies and full support by the management, collaboration with local organizations and communities, the use of more environmentally friendly chemicals, recycling activities, energy and water efficiency. , as well as implementing programs related to Eco-friendliness and consistently following the Tri Hita Karana certification.
Guest Service Ambassador Performance: Post-Crisis Adaptation Sari, Ni Made Dewi Nirmala; Adi, Ida Ayu Sri Puspa; Indrayani, I Gusti Ayu Putu Wita
Indonesian Journal of Interdisciplinary Research in Science and Technology Vol. 2 No. 10 (2024): October 2024
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/marcopolo.v2i10.11260

Abstract

The purpose of this study is to analyze the performance of guest service ambassadors at Hotel XYZ in the new normal era. The research method used is descriptive qualitative. The techniques used to collect data include interviews with front office managers, and also observations of guest service employees. Other data that supports this study comes from literature, journal references, books, and articles about the front office department and employee performance. This study uses the Performance theory which contains four indicators to measure performance, namely quality, quantity, cooperation, and responsibility. From the results of the study, it can be seen that performance still needs to be improved because there are indicators that are not optimal, namely the quantity indicator. The suggestion that can be given is that training should be held such as communication exercises for the guest service Ambassador section in terms of upselling.
Front Office Attendant Proactive Work Behavior Praditya, Kadek Regi; Indrayani, I Gusti Ayu Putu Wita; Arthini, Ni Nyoman Suci
Indonesian Journal of Interdisciplinary Research in Science and Technology Vol. 2 No. 10 (2024): October 2024
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/marcopolo.v2i10.11261

Abstract

This study aims to determine the implementation of proactive work behavior shown by Front Office Attendants at MLV Hotel. The data collection technique in this study was by conducting direct interviews with the Hotel Manager and Front Office Supervisor. This study uses qualitative descriptive data analysis techniques that refer to five indicators, namely high initiative, high sense of responsibility, adaptive ability, problem-solving ability, clear and measurable work goals. The results of this study indicate that not all front office attendants have implemented proactive work behavior optimally, especially in the indicators of high initiative at work and high sense of responsibility. MLV Hotel management is advised to provide rewards to front office attendants who have implemented proactive work behavior and also provide punishment to front office attendants who have not shown a full sense of responsibility at work.

Page 19 of 26 | Total Record : 251

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