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Jurnal Studi Perhotelan dan Pariwisata
Published by Goodwood Publishing
ISSN : -     EISSN : 30264839     DOI : https://doi.org/10.35912/jspp
Core Subject : Agriculture,
Agriculture, Biological Sciences & Forestry
Jurnal Studi Perhotelan dan Pariwisata (JSPP) is a journal in the subjects of hospitality and tourism that is reviewed by experts. Relevant manuscripts are published by JSPP after being reviewed by competent editors. This journal is anticipated to serve as an important forum for Indonesian researchers to contribute to the theoretical and practical growth of hospitality and tourism.
Arjuna Subject : Ilmu Pertanian dan Biologi (Semua) - Ilmu Pertanian dan Biologi (Lain-Lain)
Articles 78 Documents
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Analysis of Chemical Use in Room Cleaning by Room Attendants at Lion Hotel Manado Mohd Supriadi; Jongky Wuner Alfius Kamagi; Hendry Moudy Estefanus Kumaat
Jurnal Studi Perhotelan dan Pariwisata Vol 4 No 2 (2026): March
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jspp.v4i2.6889

Abstract

Purpose: This study aimed to analyze the use of cleaning chemicals in room cleaning activities performed by Room Attendants, evaluate compliance with Standard Operating Procedures (SOPs), and identify strategies to optimize chemical use at Lion Hotel & Plaza Manado.Research Methodology: A descriptive qualitative approach was used. Data were collected through direct observation, semi-structured interviews with seven Room Attendants and two Housekeeping Supervisors, and documentation of housekeeping SOPs and operational records. Data were analyzed using the interactive model of Miles, Huberman, and Saldaña, which includes data reduction, data display, conclusion drawing, and verification.Results: The findings indicate that chemical use generally follows housekeeping operational procedures, particularly in the selection of cleaning chemicals according to their functions and cleaning areas. However, several deviations from the SOPs were identified, including chemical dilution without standardized measuring tools, inconsistent implementation of recommended contact times, and irregular use of Personal Protective Equipment (PPE). These deviations were primarily influenced by the work habits, operational workload, and limited cleaning time. Conclusion: Chemical use generally met operational requirements; however, SOP implementation requires improvement through standardized dilution practices, regular training, stronger supervision, and consistent PPE use to enhance operational effectiveness and occupational safety.Limitations: This study was conducted in a single hotel using a qualitative approach, which limits the generalizability of the findings.Contribution: This study provides practical recommendations for improving chemical management, strengthening SOP compliance, and promoting occupational safety in hotel housekeeping operations, while enriching the empirical evidence on housekeeping practices in Indonesian hotels.
Analysis of the Role of Waiters in Improving Service Quality at Seafood Restaurant NDC Resort & Spa Manado Devini Nadia Budiman; Fonny Sangari; Yurike Sintia Lewan
Jurnal Studi Perhotelan dan Pariwisata Vol 4 No 1 (2025): September
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jspp.v4i1.6895

Abstract

Purpose: This study aimed to analyze the role of waiters in supporting service quality at Seafood Restaurant, NDC Resort & Spa Manado, using the SERVQUAL framework.Research Methodology: A descriptive qualitative approach was employed over approximately two weeks in May 2026. Participants were selected through purposive sampling, involving four waiters and four restaurant guests. Data were collected through observation, semi-structured interviews, and documentation. The data were organized, coded, and interpreted based on the five SERVQUAL dimensions as a qualitative analytical framework.Results: The findings indicated that waiter roles were reflected across all SERVQUAL dimensions. Restaurant cleanliness became less consistent during busy periods, while order accuracy was generally maintained despite occasional errors. Response time decreased during peak hours due to higher guest volumes. Some waiters required additional confirmation when providing menu information. Nevertheless, friendly communication, personal attention, and courteous service were consistently demonstrated.Conclusions: The study provides a qualitative understanding of waiter roles in daily restaurant operations and shows that service quality consistency is influenced by operational factors, including peak hours, workload distribution, guest volume, and staff coordination.Limitations: The research was conducted at a single restaurant over a two-week period. Therefore, the findings describe only the selected operational setting and should not be generalized to other hospitality businesses.Contributions: The study demonstrates how the SERVQUAL framework can be applied to interpret waiter roles in a hotel restaurant and may provide practical insights for restaurant management when reviewing service practices.
Digital Engagement and Guest Satisfaction: Advancing Sustainable Tourism at Boundless Bali Ni Putu Dyah Wulandari; Dewa Made Suria Antara; Ni Gst Nym Suci Murni
Jurnal Studi Perhotelan dan Pariwisata Vol 4 No 1 (2025): September
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jspp.v4i1.6789

Abstract

Purpose: This study examines the influence of digital communication on guest satisfaction and its role in supporting perceived sustainable tourism outcomes within the specific context of slow tourism for digital nomad families at Boundless Bali.Research Methodology: A mixed-method sequential explanatory design was employed. Quantitative data were collected from 120 guests and analyzed using SEM-PLS. This was followed by a qualitative phase involving semi-structured interviews and focus group discussions with five key informants, processed through thematic analysis using NVivo 15.Results: Digital communication has a significant positive effect on guest satisfaction (T=4.880, p<0.05). The model yielded R-square values of 0.277 for satisfaction and 0.356 for sustainable tourism. Importantly, guest satisfaction serves as a significant partial mediator between digital communication and sustainable tourism (T=2.674, p=0.008).Conclusions: While digital communication facilitates operational efficiency, its impact on sustainability is primarily realized when it successfully enhances guest satisfaction. Effective digital strategies focusing on accessibility and personalization act as a mechanism for encouraging responsible travel behaviorst.Limitations: The study is limited by its reliance on self-reported data from a single site, which limits the generalizability of the findings.Contributions: This research applies the Technology Acceptance Model (TAM) and Smart Tourism Technology (STT) frameworks to the slow tourism niche, providing a model for hospitality practitioners to integrate digital tools to foster guest satisfaction and environmental awareness.
Local Cultural Adaptation to Digital Nomad Presence: Perspective from Canggu’s Local Community Anjelia Yovanita; Ni Putu Oka Agustini; I Wayan Sukma Winarya Prabawa
Jurnal Studi Perhotelan dan Pariwisata Vol 4 No 1 (2025): September
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jspp.v4i1.6972

Abstract

Purpose: Analyze the cultural adaptation process of the local community in Canggu toward the presence of digital nomads based on Young Yun Kim’s Cultural Adaptation Theory.Research Methodology: A qualitative approach was employed, with data collected through observation, in-depth interviews, and documentation. Informants were selected using the snowball sampling technique, while data were analyzed through data reduction, data display, and conclusion drawing.Results: During the stress phase, the community faces language barriers, cultural differences, changes to their environment, traffic congestion and a rise in the cost of living. During the adaptation phase, the community improves its English language skills, gains an understanding of cultural differences, and adapts services and economic activities to the needs of digital nomads. During the growth phase, the community gains economic opportunities, enhances its cross-cultural communication skills, and fosters a sense of self-confidence and pride in Balinese cultural identity. Conclusions: The presence of digital nomads has encouraged a process of adaptation that not only generates economic benefits but also strengthens the cultural identity of the local community. Limitations: Limited to the perspective of the local community in Canggu and therefore does not yet include the views of digital nomads also history and cultural dynamics of Bali have not yet been studied in depth.Contributions: Enriching literature into cultural adaptation in tourist destinations from the perspective of local communities, and to formulate destination management strategies capable of promoting sustainable tourism whilst preserving local cultural identity.
Room Attendant Strategy in Improving Service Quality at Novotel Manado Athalia Shirley Madonsa; Bernadain D. Polii; Jongky W.A Kamagi
Jurnal Studi Perhotelan dan Pariwisata Vol 5 No 1 (2026): September
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jspp.v5i1.7065

Abstract

Purpose: This study examines Room Attendant strategies to improve service quality at Novotel Manado Golf Resort & Convention Center and identifies practical solutions to support room cleanliness and guest comfort.Research Methodology: A qualitative descriptive approach was employed. Data were collected through observations, semi-structured interviews, and documentation involving Room Attendants and Room Supervisors. Data were analyzed using the Miles and Huberman framework and integrated with SWOT analysis to identify internal and external factors influencing service quality improvement strategies.Results: Room Attendants maintained service quality by adapting their daily work, setting work priorities, coordinating with supervisors, making the best use of available equipment, and conducting room re-checks. These practices were supported by SOP implementation, training, and supervision. Key challenges included limited equipment, chemicals, and linen, as well as high occupancy. SWOT analysis recommended improving equipment availability, coordination, workload management, and operational efficiency to maintain room cleanliness and service quality. Conclusions: Room Attendant strategies have improved service quality but remain suboptimal. Adequate work facilities, consistent supervision, effective coordination, continuous training, and regular evaluation are needed to sustain room cleanliness, improve operational performance, and enhance guest satisfaction.Limitations: This study was conducted in one hotel with a limited number of informants; therefore, the findings cannot be generalized to all hotel settings or organizational contexts. Contributions: This study advances hospitality research by demonstrating how housekeeping operations contribute to service quality and overall hotel performance, emphasizing housekeeping as a strategic component of service management.
Raw Material Efficiency Analysis in The Main Kitchen of Best Western The Lagoon Hotel Manado Gloria Estelina Naomi Supit; Jongky W.A Kamagi; Vesty L. Sambeka
Jurnal Studi Perhotelan dan Pariwisata Vol 4 No 1 (2025): September
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jspp.v4i1.7069

Abstract

Purpose: This study analyzes raw material efficiency in the Main Kitchen of Best Western The Lagoon Hotel by evaluating usage standards, SOP implementation, waste sources, and inventory control strategies. Previous studies have discussed food waste and inventory management; however, limited research examines the integration of kitchen operational practices to improve raw material efficiency.Research Methodology: A descriptive qualitative approach was employed. Data were collected through observation, interviews, documentation, and literature reviews. Informants were selected using purposive sampling, involving the Executive Chef, Storekeeper or Cost Controller, Demi Chef or Commis, Cook 1, and Cook. Data were analyzed through data reduction, presentation, and conclusion verification.Results: The findings indicate that raw material usage is generally efficient because procurement and consumption are adjusted to occupancy, breakfast guests, and banquet requirements. Efficiency is supported by SOP implementation, FIFO practices, standardized recipes, and forecast-based inventory planning. However, waste remains due to inconsistent FIFO implementation and limited utilization of certain materials.Conclusions: The integration of SOPs, FIFO principles, standardized recipes, and inventory forecasting supports waste reduction, improves inventory management, and maintains food quality.Limitations: This study focuses on one hotel and a specific observation period, limiting broader applicability.Contributions: This study contributes to hospitality management literature by extending Sustainable Operations Management theory in hotel kitchen operations. It highlights how integrated operational controls, including SOPs, FIFO systems, standardized recipes, and forecasting, enhance raw material efficiency and support sustainable kitchen management.
Managing Overtourism Through Destination Carrying Capacity Policy: Lessons from Bali's Tourism Governance Pande Kadek Bayu Semara; Nyoman Diah Utari Dewi
Jurnal Studi Perhotelan dan Pariwisata Vol 4 No 2 (2026): March
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jspp.v4i2.7070

Abstract

Purpose: This study examines the transformation of carrying capacity concepts into tourism governance policies in Bali amid post-pandemic recovery and increasing sustainability challenges. Research Methodology: Using qualitative policy-document analysis, this study evaluates statutory regulations, official reports, and secondary literature from 2020–2026 through the integration of the Tourism Area Life Cycle and destination carrying capacity frameworks. The analysis focuses on the Foreign Tourist Levy (Pungutan Wisatawan Asing), Nusa Penida’s zonation and visitor-quota policies, and regulations governing foreign tourist behavior.Results: The findings reveal that Bali has adopted several carrying-capacity mechanisms; however, their effectiveness remains constrained by fragmented governance, limited compliance, weak quota enforcement, and the absence of an integrated monitoring system.Conclusions: The study demonstrates that sustainable tourism governance requires adaptive and coordinated carrying-capacity management rather than isolated regulatory interventions. Limitations: This study relies on policy documents and secondary sources, limiting insights into stakeholder perceptions and direct environmental outcomes.Contributions: This research extends tourism governance literature by developing an integrated carrying-capacity framework that combines monitoring systems, differentiated visitor management, regulatory enforcement, and the role of local customary institutions (desa adat) in achieving sustainable destination management.
Analysis of Casual Worker Performance in Supporting Operational Quality at Banquet Section of Novotel Manado Golf Resort Michael Jhan Lupa; Fonny Erny Helty Sangari; Imanuel Christian Pontorondo
Jurnal Studi Perhotelan dan Pariwisata Vol 4 No 2 (2026): March
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jspp.v4i2.7076

Abstract

Purpose: This study aims to analyze the performance of casual workers in supporting operational quality in the Banquet Section of Novotel Manado Golf Resort & Convention Center. Previous studies have mainly focused on general employee performance and service quality, while research specifically examining casual workers in banquet operational quality remains limited.Research Methodology: This study employed a qualitative descriptive approach. Data were collected through observation, interviews, and documentation involving five informants consisting of one Banquet Supervisor, one Banquet Captain, and three casual workers. Data were analyzed through data reduction, data display, and conclusion drawing.Results: The findings show that casual workers contribute to operational quality through compliance with Standard Operating Procedures (SOPs), teamwork, discipline, responsibility, and service quality. Their performance is supported by pre-shift briefings, supervision, teamwork, and clear SOP implementation, while differences in experience, high workloads, and sudden Banquet Event Orders (BEO) changes remain challenges.Conclusions: Casual workers play an important role in maintaining operational quality in banquet operations. Their performance can be improved through training, supervision, and continuous evaluation.Limitations: This study was conducted in one hotel with five informants, limiting the generalizability of the findings.Contributions: This study provides new empirical evidence on the role of casual workers in hotel banquet operations, particularly in supporting service consistency, operational flexibility, and overall banquet performance in the hospitality sector.
Management of MSME Development in Goa Lawah Tourism Area through Sustainable Local Wisdom-Based Strategies I Nyoman Pande Suyasa; Ni Nyoman Diah Utari Dewi; Mazlina Mahdzar
Jurnal Studi Perhotelan dan Pariwisata Vol 4 No 2 (2026): March
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jspp.v4i2.7124

Abstract

Purpose: This study analyzes MSME development in the Goa Lawah tourism area, Klungkung, Bali, and formulates sustainable tourism management strategies based on local knowledge. It examines policy, governance, economic, social, environmental, and destination development aspects.Methodology: This study employs a descriptive qualitative case study approach. Data were collected through interviews, observations, and document analysis involving key stakeholders. Data validity was ensured through source and method triangulation, while analysis followed the Miles, Huberman, and Saldaña interactive model.Results: The findings show that MSME management in Goa Lawah is strengthened through collaboration between local government and traditional institutions, integrating formal regulations with local values. Tri-Mandala zoning balances commerce and sacred protection, while local supply chains and digital payments enhance resilience despite environmental, digital adaptation, and waste management challenges.Conclusions: The sustainable development of SMEs in Goa Lawah requires an adaptive management model that integrates administrative collaboration, cultural preservation, economic empowerment, and environmental protection based on the Tri-Hita-Karana philosophy.Limitations: This study has limitations because it employs a qualitative approach and is based on a single case study, which may limit broader generalizability.Contributions: This study extends dynamic capability theory by demonstrating how SMEs in religious tourism destinations integrate sustainable tourism practices, cooperative management, and local knowledge as adaptive capabilities to strengthen business sustainability and destination competitiveness.
​Impact of Internship Programs and Senior Mentoring on Hospitality Students Work Readiness at Novotel Manado Jessica Paruntu; Dianne Rondonuwu; Jeanlly Solang
Jurnal Studi Perhotelan dan Pariwisata Vol 5 No 1 (2026): September
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jspp.v5i1.7081

Abstract

Purpose: This study aims to examine the effects of internship programs and senior mentoring on the work readiness of hospitality students participating in internship programs at Novotel Manado Golf Resort & Convention Center. The analysis focused on the individual effect of each variable as well as their combined effect on students' work readiness. Research Methodology: Using a mixed-methods design and saturated sampling, data were collected from 25 student interns through Likert-scale questionnaires, interviews, observations, and documentation. Quantitative data were evaluated using IBM SPSS for validity, reliability, normality, multiple linear regression, t-test, F-test, and coefficient of determination (R²). Results: The findings indicate that internship programs significantly improve students' work readiness, while senior mentoring alone is not significant. However, both variables jointly had a significant effect on students' workplace readiness. Conclusions: Internship programs significantly impact students’ work readiness by providing opportunities for practical experience and fostering the development of competencies necessary for working in the hospitality industry.Limitations: This study was limited to 25 student interns at Novotel Manado Golf Resort & Convention Center; therefore, the findings cannot be generalized to other hospitality organizations.Contributions: This study extends Social Cognitive Career Theory by demonstrating how internship and mentoring experiences strengthen competency development and career readiness in hospitality education.

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