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I Ketut Andika Priastana
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darma.susila@triatmamulya.ac.id
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Jurnal Mosaik Hospitaliti
Published by Universitas Triatma Mulya
ISSN : 26567571     EISSN : 30637090     DOI : https://doi.org/10.51713/jmh
Core Subject : Economy, Humanities, Science, Social,
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences
Jurnal Mosaik Hospitaliti: a research journal with the abbreviation JMH is a journal that contains scientific papers from research results, case studies, conceptual and practitioner studies, and policy and managerial analysis related to the tourism and hospitality sector in a national and global context. The objectives and scope of JMH are Tourism Quality, Hospitality Industry Quality, Tourism Marketing Quality, Hospitality Marketing Quality, Tourism Human Resource Management Quality, Tourism Business Management Quality, Tourism Service Quality, Hospitality Service Quality, Tourism Sustainability, Hospitality Industry Sustainability, Green Tourism, Green Hotel Industry, Digital Tourism, Tourism Policy.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Menejemen Teknologi dan Inovasi
Articles 44 Documents
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Kepuasan Wisatawan Dipengaruhi Oleh Kualitas Pelayanan dan Fasilitas di Hotel The Swarga Suites Bali Pande, Agus Padya Mahardika; Wirya , I Made Suwitra; Susila, I Made Gede Darma
Jurnal Mosaik Hospitaliti Vol. 7 No. 1 (2025): Juni
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jmh.2025.7134

Abstract

The evaluation of Customer Satisfaction serves as a pivotal metric delineating the comprehensive response to product or service attributes. Favorable perceptual responses engender sustained consumer loyalty. This scholarly investigation scrutinizes the multifaceted influence of Quality Of Services and Facilities Towards Customer Satisfaction, elucidating predominant variables and assessing correlational dynamics within the hospitality context. Conducted at The Swarga Suites Bali Berawa, the empirical research employed observational and questionnaire-based methodologies, encompassing 80 respondents from the Canggu hospitality landscape. Utilizing Descriptive Statistical Analysis and Multivariate Linear Regression, the investigation reveals that Quality Of Services and Facilities Towards demonstrate a statistically significant, positively correlated impact on Customer Satisfaction. Notably, the Facilities Towards variable emerges as the predominant determinant of consumer satisfaction. Recommendations for The Swarga Suites Bali Berawa management include: implementing rigorous personnel supervision, strategically enhancing indoor infrastructure, and refining service protocols to optimize guest experiential satisfaction.
Analisis Keputusan Pembelian Kuliner Ayam Betutu pada Ayam Betutu Khas Gilimanuk Renon Hakiki, Nurul; Sarka, I Ketut; Harinita, Ni Luh Gede; Tresna, I Dewa Gede Agus; Widiana, I Nyoman; Sudirgayasa, I Gede Putu; Putrayasa, I Made Wira
Jurnal Mosaik Hospitaliti Vol. 7 No. 1 (2025): Juni
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jmh.2025.7136

Abstract

Bali is famous not only for its culture but also for its distinctive traditional cuisine. One of the most popular dishes is ayam betutu, a Balinese dish that is in high demand by tourists. Consumer decisions to buy chicken betutu at Ayam Betutu Khas Gilimanuk restaurant are influenced by various factors, such as affordable prices, distinctive flavours, restaurant identity, packaging, food quality, service, and size variations. This study aims to identify factors that influence purchasing decisions, visitors' perceptions of ayam betutu culinary development strategies, and adaptation strategies in serving the dish. The research method used a sociology of tourism approach with data collection techniques through interviews with visitors, owners, cooks, and waiters. Data were analysed using SWOT analysis method and Likert scale. The results showed that information technology-based promotion strategies, adaptation of forms, ingredients, flavours, and cooking techniques are important steps in developing the attractiveness of ayam betutu as a culinary destination.
Pengaruh Lingkungan Kerja dan Beban Kerja Terhadap Kinerja Karyawan pada LPK OTC Bali Gianyar Suhati, Luh Wawas; Kartimin, I Wayan; Yuda, Ida Bagus Nyoman Krisna Prawira
Jurnal Mosaik Hospitaliti Vol. 7 No. 1 (2025): Juni
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jmh.2025.7137

Abstract

This research is entitled The Effect of Work Environment and Workload on Employee Performance at LPK OTC Bali Gianyar which aims to analyze the Effect of Work Environment and Workload on Employee Performance partially and simultaneously. This research is a population research because it uses a total of 57 employees at LPK OTC Bali Gianyar. The analysis techniques used are descriptive analysis, classical assumption test, correlation analysis, multiple linear regression analysis and hypothesis testing (T test and F test). The results of statistical analysis show that the Work Environment (XI) partially and significantly influences the performance of LPK OTC Bali Gianyar employees. It can be seen that the T-count value is < T-table and the Sig value is > 0.05%. Workload (X2) has a positive and significant influence on employee performance, this can be seen from the T-count > T-table value and the Sig value < 0.05%. Other information obtained is that the Work Environment (X1) and Workload (X2) have a positive and significant influence on employee performance (Y) LPK OTC Bali Gianyar, this is confirmed using the F test, obtained F Calculated = 58,873 > F Table = 3.07 with Sig.F = 0.002 (p<0.05).
Motivasi Kerja dan Komunikasi Mempengaruhi Semangat Kerja Karyawan pada Hotel Santika Seminyak Suwandari, I Gusti Ayu Paramita Kusuma; Trianingrum, Ni Nyoman Nidya; Putri, Komang Shintiya Nita Kristiana
Jurnal Mosaik Hospitaliti Vol. 7 No. 1 (2025): Juni
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jmh.2025.7138

Abstract

The problems at Santika Seminyak Hotel are that employees seem unenthusiastic and only work because of work demands, do not receive wages to employees during overtime, and a lack of promotion also results in decreased work motivation and employee morale. In addition, the communication that occurs is also not good enough, so it cannot be separated from the problem of miscommunication. This study aims to determine the effect of work motivation and communication on morale. The location of this research is Santika Seminyak Hotel. Data collection techniques used are observation, questionnaires, and interviews. The population includes all employees who work at Hotel Santika Seminyak, with a sample of 41 respondents. The data analysis technique used is Descriptive Statistical Analysis, Data Instrument Test, Classical Assumptions, Multiple Linear Regression, t, F, Determination. Based on the results of the study, obtained the results that work motivation has a positive and significant effect on morale, communication has a positive and significant effect on morale, and work motivation and communication have a positive and significant effect on morale. Suggestions that can be given by researchers are that Santika Seminyak Hotel is expected to provide incentives according to the amount of work achieved by employees, provide training to employees, and always provide rewards to increase employee morale.
Strategi Penanganan Guest Complaint Oleh Call Center di Holiday Inn Resort Baruna Bali Widyadnyana, I Nyoman Ardy; Andiani, Nyoman Dini
Jurnal Mosaik Hospitaliti Vol. 7 No. 1 (2025): Juni
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jmh.2025.7139

Abstract

This research aims to identify and describe the call center strategy in guest complaints at Hotel Inn Resort Baruna Bali. The research subjects in this study were Call Center Staff, Supervisor, and Front office Manager. The data collection methods used in this research are observation, interview, and documentation study. The data was analyzed using qualitative methods. This study found that the strategy of handling guest complaints by the call center implemented at Holiday Inn Resort Baruna Bali Hotel is structured and focuses on guest satisfaction with a systematic, responsive, and empathetic approach. The process starts from listening carefully to the complaint, taking full responsibility, and giving a sincere apology. Next, appropriate solutions and alternative options are provided as per the guest's needs. If the issue cannot be resolved at the staff level, escalation to a higher management level is done to ensure optimal resolution. The hotel is also committed to providing transparent information and conducting follow-ups to ensure guest satisfaction once the complaint has been addressed.  
Analisis Pengaruh Daya Tarik dan Amenitas Terhadap Referensi Kunjungan Wisata di Desa Wisata Cemagi, Kabupaten Badung Dewi, Desak Made Purnama; I Nyoman, Widana
Jurnal Mosaik Hospitaliti Vol. 7 No. 1 (2025): Juni
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jmh.2025.7140

Abstract

This study aims to analyze the influence of tourist attractions and amenities on tourist decision-making in choosing Cemagi Tourism Village as a travel destination. A quantitative approach was applied using a survey method, with 100 respondents selected through accidental sampling. Data were analyzed using multiple linear regression. The findings indicate that both tourist attraction and amenities significantly and positively affect the visit decision, both partially and simultaneously. Amenities emerged as the most dominant factor influencing tourist preferences. These results underscore the importance of managing tourism facilities and key attractions to enhance visits to culturally-based tourism villages.
Analisis Implementasi Strategi Up Selling pada Penjualan Food and Beverage di Envy Restaurant Hotel Holiday Inn Resort Baruna Bali Adi, I.G.N. Bagus; Andiani, Nyoman Dini
Jurnal Mosaik Hospitaliti Vol. 7 No. 1 (2025): Juni
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jmh.2025.7141

Abstract

The hospitality industry, particularly the Food and Beverage (F&B) sector, is a rapidly expanding global industry. Up-selling is a crucial sales strategy for revenue generation, especially for Envy Restaurant at Holiday Inn Resort Baruna Bali, which targets daily sales of IDR 30-35 million and relies on this strategy during low seasons. However, its implementation is suboptimal due to pramusaji's (server's) limited awareness and inadequate skills. This qualitative study, conducted at Envy Restaurant from February to August 2024, employed in-depth interviews with pramusaji, supervisors, and managers, non-participatory observation, and documentation (sales reports, SOPs). Data analysis followed the Miles & Huberman model (data reduction, data display, conclusion drawing) with triangulation for validity. The findings indicate that while up- selling is a mandatory strategy, its execution is hindered by a lack of continuous training, limited understanding of effective techniques, absence of structured performance evaluation, and inconsistent motivation and communication between staff and management. Menu engineering analysis further identifies "Plowhorses" (high popularity, low profitability) and "Puzzles" (high profitability, low popularity) as key targets for focused up-selling efforts. The study concludes that effective up-selling is vital for Envy Restaurant's revenue, particularly during low seasons, and that addressing these internal constraints through comprehensive training, structured evaluation, and improved communication is crucial to unlock its full potential and achieve sales targets.
Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Pengunjung di MD Burger Bar Canggu Jaya, Gusti Ngurah Prana; Susila, I Made Gede Darma; Dewi, Desak Made Purnama
Jurnal Mosaik Hospitaliti Vol. 7 No. 2 (2025): Desember
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jmh.2025.7242

Abstract

The purpose of this study is to determine the product quality and service quality on visitor satisfaction, this study uses accidental sampling technique. The data used are primary data derived from questionnaires of 98 respondents, then the questionnaire was tested using validity and reliability tests followed by classical assumption tests and hypotheses were proven using multiple linear regression analysis to measure the effect of each independent variable on the dependent variable processed with the SPSS (Statistical Package for Social Science) version 22. The results of the analysis show a regression model Y = 1,800 + 0.109X1 + 0.247X2, the conclusion obtained is that product quality (X1) partially has a positive and significant effect on visitor satisfaction at MD Burger Bar Canggu which is indicated by the positive b1X1 regression coefficient. Service quality (X2) partially has a positive and significant effect on visitor satisfaction, this can be seen in the positive b2X2 regression coefficient. The results of the hypothesis test state that, H1, the product quality variable has a t-value of 3.580, greater than the t-table of 1.98525 and obtained a significance value of 0.001, smaller than the 0.05 significance level (0.001 < 0.05), which means that product quality has a positive and significant influence on customer satisfaction. H2, the service quality variable has a t-value of 7.435, greater than the t-table of 1.98525 and obtained a significance value of 0.000, smaller than the 0.05 significance level (0.000 < 0.05), which means that service quality has a positive and significant influence on customer satisfaction at MD Burger Bar Canggu.
Strategi Pemasaran Dalam Upaya Peningkatan Penjualan Makanan dan Minuman Luwih Cafe Dalung Kabupaten Badung Wirawan, I Ketut; Dewi, Luh Komang Candra; Saharjo, Sulistyoadi Joko
Jurnal Mosaik Hospitaliti Vol. 7 No. 2 (2025): Desember
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jmh.2025.7243

Abstract

In developing a restaurant, a marketing strategy is essential to win the competition among businesses. The large number of competitors in the Dalung area poses a challenge for managers to increase sales of food and beverages. Effective marketing strategies are the key to the success of hospitality businesses in the current era of digitalization. The purpose of this study is to identify the internal and external marketing factors and determine the appropriate marketing strategies for the products offered by Luwih Cafe Dalung in Badung Regency. This study uses a qualitative approach. Data collection techniques such as observation, interviews, and literature review were used. The analysis technique used is qualitative descriptive analysis using SWOT analysis. The results of this study indicate that there are internal and external factors of Luwih Café Dalung and alternative strategies to increase food and beverage sales. Four strategies are formulated, such as (1) SO strategy by providing a variety of healthy contemporary menus, organizing family events at affordable prices, and online offers through media and online ordering platform applications, (2) WO strategy, namely promoting specialty foods and conducting effective and efficient menu analysis, (3) ST strategy, which can be applied by expanding the menu with vegan options to provide more variety for visitors with families, implementing a membership program, and providing a suggestion box to collect visitor complaints. (4) is the WT strategy by providing training to staff and evaluating visitor input and market demand. It is hoped that these suggested alternative strategies will increase food and beverage sales at Luwih Café Dalung.
Pengaruh Harga Produk dan Kualitas Pelayanan Bartender Terhadap Kepuasan Tamu di Bar Hotel Mercure Bali Putri, Komang Shintiya Nita Kristiana; Putra , Anak Agung Anggara; Wijaya, I Gusti Agung Rendra
Jurnal Mosaik Hospitaliti Vol. 7 No. 2 (2025): Desember
Publisher : Universitas Triatma Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51713/jmh.2025.7244

Abstract

Mercure Kuta Beach Bali Hotel offers various facilities such as a swimming pool with direct ocean views, a spa, a restaurant, and a bar that provides a relaxing atmosphere for guests. In bartender service, product price and service quality are key to guest satisfaction when visiting the hotel bar. The purpose of this study is to determine the effect of product price and bartender service quality on guest satisfaction at the Mercure Kuta Beach Bali Hotel Bar. This quantitative research analyzes whether there is an influence that makes guests satisfied with visiting the Mercure Bali Hotel Bar. The variables selected in this study consist of two independent variables, Product Price (X1) and Service Quality (X2), and one bound variable, namely Guest Satisfaction (Y). The analysis techniques used were validity test, reliability test, classical assumption test, multiple linear regression analysis, T test, and F test. The results of the study show that there is an influence between product price and bartender service quality on guest satisfaction. The X1 variable has an effect on Y with a T-calculation value of 3.635> T-table 1.668, as well as the X2 variable has an effect on Y by T-calculation of 2.605> T-table 1.668, while the X1 and X2 variables simultaneously affect Y with a value of 4.641. The product price (X1) with a beta value of 0.331 is more dominant in influencing guest satisfaction (Y) than bartender service quality (X2) with a beta value of 0.095.

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