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Ikhsan Nendi
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hospitalitymanagementoperation@gmail.com
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Jl Pakembaran, Blok Kamarang, Desa Penambangan, Kec. Sedong, Kabupaten Cirebon, Jawa Barat
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INDONESIA
Hospitality Management and Operations Journal
Published by Politeknik Siber Cerdika Internasional
ISSN : -     EISSN : 30898846     DOI : https://doi.org/10.59261/hmoj.v1i1
Core Subject : Science,
Decision Sciences, Operations Research & Management
The scope of the journal includes, but is not limited to: Hospitality Operations Management Hotel and Restaurant Management Tourism Development and Sustainability Customer Service Excellence Technology in Hospitality Human Resource Management in Hospitality Hospitality Marketing and Strategy Hospitality and Tourism Education Revenue and Financial Management in Hospitality Innovative Trends in Hospitality Industry
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Tourism, Leisure and Hospitality Management
Articles 5 Documents
 1 
Search results for , issue "Vol. 2 No. 1 (2025): Hospitality Management and Operations Journal" : 5 Documents clear
The Role of Artificial Intelligence in Improving Customer Experience in The Global Hospitality Industry Padri, Abdul Robi; Sumiyati, Sumiyati; Fauziyyah, Ghina; Ridzki, Mohamad Maulana; Sagita, Ahmad Bahar
Hospitality Management and Operations Journal Vol. 2 No. 1 (2025): Hospitality Management and Operations Journal
Publisher : Politeknik Siber Cerdika Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59261/hmoj.v2i1.7

Abstract

Digital transformation in the hospitality industry has driven the adoption of artificial intelligence (AI) as a strategic tool in improving service quality and customer experience. This research aims to explore how AI technologies, such as chatbots, facial recognition, predictive analytics, and smart room control, are implemented in the context of hotel operations and their impact on guest perception and satisfaction. Using a descriptive qualitative approach, data was collected through in-depth interviews with hotel management, questionnaires to licensed employees, as well as direct observation at a leading international hotel. The results show that AI is able to accelerate service processes, improve operational efficiency, and provide personalized experiences that have an impact on increasing customer loyalty. However, the findings also reveal challenges such as lack of employee training, guest resistance to automated services, and ethical issues of data privacy. The implications of this study suggest the need for a hybrid service approach between AI and human labor, as well as stronger education strategies and data protection policies. This research contributes to a comprehensive understanding of the role of AI in the hospitality sector and informs the formulation of customer-oriented technology-based service policies.
Evaluation of Green Hotel Implementation in Indonesia: Its Impact on Millennial Travelers' Staying Decisions Ningtyas, Regita Anggia; Falah, Zidnal
Hospitality Management and Operations Journal Vol. 2 No. 1 (2025): Hospitality Management and Operations Journal
Publisher : Politeknik Siber Cerdika Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59261/hmoj.v2i1.8

Abstract

Sustainability issues are increasingly becoming a major concern in the global hospitality industry. Millennial travelers as the dominant segment in tourism show a strong preference for accommodations that apply environmentally friendly principles or green hotels. This study aims to evaluate the implementation of the green hotel concept in Indonesia and analyze its impact on millennial tourists' stay decisions. The research uses a qualitative approach with a case study method on hotels in Bali, Jakarta, and Bandung. Data collection techniques were conducted through in-depth interviews with hotel management, field observations, and questionnaires to licensed employees. The results showed that green hotel practices are most prominently implemented in the aspects of energy efficiency, the use of local products, and waste management. However, the aspect of sustainability communication to guests is still weak and has not been maximized. The findings also reveal that millennial travelers tend to choose hotels that show a real commitment to sustainability. In conclusion, green hotel implementation has a positive influence on millennial travelers' stay decisions, especially when accompanied by an educative and transparent communication strategy. This research provides important implications for hotel managers and policy makers in promoting sustainable tourism in Indonesia.
The Effect of Customer Experience on Guest Satisfaction and Loyalty: A Study on Digital Service-Based Hotels Daimah, Daimah; Anwar, Saeful
Hospitality Management and Operations Journal Vol. 2 No. 1 (2025): Hospitality Management and Operations Journal
Publisher : Politeknik Siber Cerdika Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59261/hmoj.v2i1.9

Abstract

Digital transformation in the hospitality industry has changed the way hotels provide services to guests, especially through the use of technologies such as self check-in, mobile applications, and Internet of Things (IoT) based systems. This study aims to analyze the influence of customer experience on guest satisfaction and loyalty in digital service-based hotels. Using a descriptive qualitative approach, data was collected through in-depth interviews with hotel managers, questionnaires to licensed employees, and observations of guest behavior at two digital hotels in Jakarta and Bali. The results show that a positive customer experience, characterized by ease of access, speed of service, and technological convenience, contributes greatly to guest satisfaction. Furthermore, high satisfaction drives loyalty in the form of return intentions and recommendations to others. However, human interaction is still required to maintain a balance between digital efficiency and emotional comfort. This research emphasizes the importance of integrative strategies in technology
The Effect of Implementing Total Quality Management (TQM) on Improving The Reputation of Star Hotels Lativah, Evi
Hospitality Management and Operations Journal Vol. 2 No. 1 (2025): Hospitality Management and Operations Journal
Publisher : Politeknik Siber Cerdika Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59261/hmoj.v2i1.10

Abstract

This study aims to examine the effect of Total Quality Management (TQM) implementation on improving the reputation of star-rated hotels in Indonesia. This study uses a quantitative approach with a survey design and cross-sectional approach, which collects data through questionnaires given to hotel managers, service staff, and customers from 100 star-rated hotels in several major cities in Indonesia. The data obtained were analyzed using descriptive statistics, t-test, ANOVA, and linear regression to examine the influence of TQM dimensions on hotel reputation. The results showed that the dimensions of customer focus and continuous improvement have a significant influence on the reputation of star hotels. In addition, the dimensions of quality measurement and employee involvement also have a positive impact, although smaller. These findings indicate that hotels that implement TQM with a focus on service quality and continuous improvement tend to have a better reputation in the eyes of customers. This study provides practical implications for hotel managers to improve customer experience through more systematic and continuous implementation of TQM. In addition, this study contributes to enriching the literature related to the relationship between quality management and hotel reputation.
Optimizing The Use of Big Data to Improve Guest Experience in International Hotels Solikhah, Mar’atus
Hospitality Management and Operations Journal Vol. 2 No. 1 (2025): Hospitality Management and Operations Journal
Publisher : Politeknik Siber Cerdika Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59261/hmoj.v2i1.11

Abstract

This research aims to examine the use of Big Data in improving guest experience in international hotels. In the highly competitive hospitality industry, service personalization has become one of the main factors in maintaining guest satisfaction and increasing customer loyalty. Through a qualitative approach with a case study method, this research involves interviews with hotel managers, questionnaires for licensed employees, and direct observation in several international hotels that have adopted Big Data technology. The results show that the use of Big Data enables hotels to provide more personalized services, such as offering relevant recommendations based on guest preferences, as well as improving operational efficiency. However, the main challenges found are infrastructure limitations and lack of analytics skills among staff. Hotel employees tend to accept the use of Big Data in improving services, despite concerns regarding privacy and management of guests' personal data. This research concludes that while Big Data provides great potential to improve guest experience, its successful implementation is highly dependent on investment in staff training and proper infrastructure management. The practical implications of this study suggest that hotels should focus more on service personalization and more effective data management to improve guest satisfaction. This research also opens up opportunities for further studies on the challenges of implementing Big Data in hotels with limited resources.

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