Articles
10 Documents
<![CDATA[Analysis Influence Management Quality Service to Satisfaction Guests at Star Hotels ]]>
<![CDATA[Rismanto, Malik]]>
<![CDATA[ Hospitality Management and Operations Journal Vol. 1 No. 1 (2024): Hospitality Management and Operations Journal ]]>
Publisher : <![CDATA[Politeknik Siber Cerdika Internasional ]]>
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DOI: 10.59261/hmoj.v1i1.1
<![CDATA[In industry very good hospitality competitive , satisfaction visitor become factor the main thing that determines success and sustainability star hotel business . Quality the services provided by the hotel are very play a role in to form perception guests and, ultimately , determine level satisfaction they . Research This aiming For analyze influence various dimensions quality services , including reliability , assurance , responsiveness , empathy , and cleanliness , towards satisfaction guest at a star hotel post- COVID-19 pandemic. Research This use approach quantitative with design descriptive-analytic . Data collected through questionnaire distributed? to guests who have stay at several star hotels , with criteria sample use purposive sampling method . Data analysis was carried out use multiple linear regression For identify contribution of each dimension quality service to satisfaction guest . Research results show that all dimensions quality service own influence significant to satisfaction guest , with cleanliness as the most dominant factor post-pandemic , followed by reliability and responsiveness . Dimensions empathy and reassurance also contribute , but with more value? low compared to factor cleanliness . This result indicates importance improvement quality services in the area of cleanliness and speed response in management strategy hotel services for fulfil expectation more and more guests high . Research This give guide for star hotels in strengthen Power competition through management quality optimal service .]]>
<![CDATA[The Influence of Chatbot Based Intelligence Artificial to Satisfaction Customers on E-commerce Platform ]]>
<![CDATA[Magfiroh, Diana]]>
<![CDATA[ Hospitality Management and Operations Journal Vol. 1 No. 1 (2024): Hospitality Management and Operations Journal ]]>
Publisher : <![CDATA[Politeknik Siber Cerdika Internasional ]]>
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DOI: 10.59261/hmoj.v1i1.2
<![CDATA[Industry hospitality , especially in five- star hotels , is facing challenge big in maintain performance optimal operational environment . work and satisfaction employee known as factor important that influences productivity and quality service in sector This . However , there is gap study about influence combination second variable This to performance hotel operations . Research This aiming For analyze influence environment work and satisfaction employee to performance operations in five star hotels . Research use approach quantitative with method survey , collecting data from hotel employees who fulfill criteria certain . Sample chosen use purposive sampling technique , and the data was analyzed through regression multiple For know influence significant of each variable . Instrument study in the form of questionnaire with Likert scale is used For measure level satisfaction employees , conditions environment work , and performance operational . Research results show that environment conducive work and level? satisfaction high employee? in a way significant contribute to the improvement performance five star hotel operations . Environment supportive work and high satisfaction?? capable increase productivity employee up to 58%, indicating that both of them own great influence? to performance operational . Findings This expected can become base for hotel management in devise a strategy for create environment supportive work? as well as increase satisfaction employee use reach performance optimal operations .]]>
<![CDATA[Impact of Training and Development Programs Employee to Productivity in Industry Hospitality ]]>
<![CDATA[Ferdiansah, Rudi]]>
<![CDATA[ Hospitality Management and Operations Journal Vol. 1 No. 1 (2024): Hospitality Management and Operations Journal ]]>
Publisher : <![CDATA[Politeknik Siber Cerdika Internasional ]]>
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DOI: 10.59261/hmoj.v1i1.3
<![CDATA[Industry hospitality face increasingly fierce competition tight and change need fast , demanding customers? improvement quality and productivity employees . Training and development programs employee acknowledged as an important strategy in increase competence , efficiency and satisfaction work , which has an impact directly on performance and power competition company . However , the effectiveness from various training programs This Still need under review more in depth , especially in the sector Hospitality . Research This aiming For evaluate impact of training and development programs to productivity employees in the industry hospitality , with focus on improvement relevant skills? with work , efficiency in serve customers , and satisfaction work . Research This use method quantitative with approach survey . Data collected through questionnaire distributed? to 100 hotel employees who have following training and development programs . Data analysis was carried out use linear regression for determine the impact of training programs to productivity employees . Research results show that the training and development program own influence positive and significant to productivity employees . Employees who participate in this program tend show improvement ability work , efficiency and satisfaction in operate his/her task . Findings This underline importance training sustainable as an improvement strategy quality source Power human in industry hospitality .]]>
<![CDATA[Influence Sustainable Hospitality Policy on Interest Visitor in Choosing an Eco- Friendly Hotel ]]>
<![CDATA[Putri, Fitri Ayu Triana]]>
<![CDATA[ Hospitality Management and Operations Journal Vol. 1 No. 1 (2024): Hospitality Management and Operations Journal ]]>
Publisher : <![CDATA[Politeknik Siber Cerdika Internasional ]]>
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DOI: 10.59261/hmoj.v1i1.4
<![CDATA[Increasing awareness will issue global sustainability has push industry hospitality For adopt sustainable hospitality policies , which focus on sustainable practices friendly environment like subtraction waste , savings energy , and use source Power renewable . However , it is still A little research that is special to study influence policy This to interest visitor in choose a friendly hotel environment , especially in Indonesia. Research This aiming For analyze to what extent do sustainable hospitality policies influence interest visitor in choose accommodation that implements practice sustainability . Research use approach quantitative with method survey of 200 respondents who have experience stay at a friendly hotel environment in Indonesia. Data collection was carried out through questionnaire closed with Likert scale , which is then analyzed use simple linear regression For see influence variable policy sustainability to interest guest . Research results show that sustainable hospitality policy has influence significant to interest visitor in choose a friendly hotel environment , with Respondent more tend choose a hotel that implements practice sustainability . Research This show that implementation policy friendly environment No only support global sustainability but also enhance Power attraction and loyalty Consumers . Findings This expected can become reference for industry hospitality in designing effective sustainability strategies .?]]>
<![CDATA[Studies Effectiveness System Management Operational For Optimization Costs in Industry Hospitality ]]>
<![CDATA[Ridzky, Muhammad Maulana]]>
<![CDATA[ Hospitality Management and Operations Journal Vol. 1 No. 1 (2024): Hospitality Management and Operations Journal ]]>
Publisher : <![CDATA[Politeknik Siber Cerdika Internasional ]]>
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DOI: 10.59261/hmoj.v1i1.5
<![CDATA[Industry hospitality face challenge significant in manage cost operational consequence pressure competition and improvement price . Effectiveness system management good operational? become important For help hotels maintain Power competition without sacrifice quality services . Research This aiming For evaluate effectiveness system management operational in optimize costs in several starred hotels in Indonesia, especially through management power work , energy , and food and beverages . Research This use approach quantitative with method descriptive-analytical . Data obtained of the 50 hotels that have implement system management based on technology . Instruments study covering questionnaire and interview structured analyzed? use statistics descriptive and regression multiple For identify influence system management to subtraction costs . Research results show that automation and usage technology in management power Work succeed reduce cost up to 15%, while implementation system management energy can reduce cost utilities up to 20%. In addition that , the implementation management inventory data based reduce waste food up to 30%, which has an impact positive on efficiency cost operational . Conclusion from study This is that system management operational based on technology proven effective in optimize costs , and results This offer guide for hotel manager for increase efficiency operational in a way overall .]]>
<![CDATA[The Role of Artificial Intelligence in Improving Customer Experience in The Global Hospitality Industry ]]>
<![CDATA[Padri, Abdul Robi]]>;
<![CDATA[Sumiyati, Sumiyati]]>;
<![CDATA[Fauziyyah, Ghina]]>;
<![CDATA[Ridzki, Mohamad Maulana]]>;
<![CDATA[Sagita, Ahmad Bahar]]>
<![CDATA[ Hospitality Management and Operations Journal Vol. 2 No. 1 (2025): Hospitality Management and Operations Journal ]]>
Publisher : <![CDATA[Politeknik Siber Cerdika Internasional ]]>
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DOI: 10.59261/hmoj.v2i1.7
<![CDATA[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.]]>
<![CDATA[Evaluation of Green Hotel Implementation in Indonesia: Its Impact on Millennial Travelers' Staying Decisions ]]>
<![CDATA[Ningtyas, Regita Anggia]]>;
<![CDATA[Falah, Zidnal]]>
<![CDATA[ Hospitality Management and Operations Journal Vol. 2 No. 1 (2025): Hospitality Management and Operations Journal ]]>
Publisher : <![CDATA[Politeknik Siber Cerdika Internasional ]]>
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DOI: 10.59261/hmoj.v2i1.8
<![CDATA[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.]]>
<![CDATA[The Effect of Customer Experience on Guest Satisfaction and Loyalty: A Study on Digital Service-Based Hotels ]]>
<![CDATA[Daimah, Daimah]]>;
<![CDATA[Anwar, Saeful]]>
<![CDATA[ Hospitality Management and Operations Journal Vol. 2 No. 1 (2025): Hospitality Management and Operations Journal ]]>
Publisher : <![CDATA[Politeknik Siber Cerdika Internasional ]]>
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DOI: 10.59261/hmoj.v2i1.9
<![CDATA[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]]>
<![CDATA[The Effect of Implementing Total Quality Management (TQM) on Improving The Reputation of Star Hotels ]]>
<![CDATA[Lativah, Evi]]>
<![CDATA[ Hospitality Management and Operations Journal Vol. 2 No. 1 (2025): Hospitality Management and Operations Journal ]]>
Publisher : <![CDATA[Politeknik Siber Cerdika Internasional ]]>
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DOI: 10.59261/hmoj.v2i1.10
<![CDATA[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.]]>
<![CDATA[Optimizing The Use of Big Data to Improve Guest Experience in International Hotels ]]>
<![CDATA[Solikhah, Mar’atus]]>
<![CDATA[ Hospitality Management and Operations Journal Vol. 2 No. 1 (2025): Hospitality Management and Operations Journal ]]>
Publisher : <![CDATA[Politeknik Siber Cerdika Internasional ]]>
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DOI: 10.59261/hmoj.v2i1.11
<![CDATA[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.]]>
