Optimalisasi Kualitas Pelayanan Front Office Department Di Masa New Normal Terhadap Kepuasan Tamu
Studi Kasus : The Royal Surakarta Heritage MGallery by Sofitel
Keywords:
front office departement, service quality, guest satisfactionAbstract
Optimizing the quality of service during the new normal for guest satisfaction at The Royal Surakarta Heritage MGallery by Sofitel ". The object of this research is the front office department, and the type of method used is the descriptive qualitative method. The data in this study were collected by data collection techniques such as observation, interviews, and documentation. The resource persons taken were front office officers, operational managers, and hotel guests. The technique of data validity uses triangulation technique, source, and time. There is a difference between before and after a pandemic. The service quality contains 5 dimensions including Tangibles (physical evidence), Reliability (reliability), Responsiveness (responsiveness), assurance (Assurance), and Empathy (empathy). The conclusion from this research is that the dimensions of tangibles, responsiveness, assurance, and empathy have met the expectations of guests so that guests can be said to be satisfied. However, the reliability of the front office cannot be said to be satisfactory because the accuracy in housekeeping provides rooms so that it occurs in the lobby which causes not keeping a distance.
References
Amran. Ali, Widjaj. Yani Restani, Nuryani. Siti (2019)”Service Excellence and Servicecape : Faktor Dominan Dalam Menciptakan Kepuasan Tamu Hotel”. Jurnal Kajian Pariwisata, Vol No.1
Andi, Amri. (2020) “Dampak COVID-19 Terhadap Umkm di Indonesia”. Jurnal Brand, Volume 2 No. 1
Anggito, A.,& Setiawan,J. (2018).Metedologi Penelitian Kualitatif, Jawa Barat: CV Jejak
Arikunto, S. (2010). Metode Penelitian. Jakarta : Rineka Ciptaa
Ardiana, I Wayan Ade. Sari, I Gusti Agung Mas Krisna Komala. Astuti, Ni Nyoman Sri (2020) “Motivasi Guest Service Agent dalam melakukan upselling di front office departemen untuk meningkatkan pendapatan di Hilton Garden Inn Bali” Journal of Applied Sciences in Travel and Hospitality Volume 3 No.1
Arimbawa, I Gede (2018). “Effect Of Services, Products And Prices On Purchase Decisions At PT. Surya Medika Utama Surabaya”. Jurnal Ekonomi. Volume 19 No.1.
Armstrong, M. (2018). Manajemen sumber daya manusia, Jakarta: PT. Elexmedia.
Bradway, C. (2016). Characteristics of Qualitative Descriptive Studies: A systematic review. Research in Nursing & Health. 40(1), 23-42
Bahri, Syamsul. & Arafah, Novira (2021). “Analisis Manajemen SDM Dalam Mengembangkan Strategi Pembelajaran Di Era New Normal” Tafkir: Interdisciplinary Journal of Islamic Education, Volume 1 No.1
Baum, T. &Devine, F. ( 2012). Skills and training in the hotel group sector: the case of front office employment in Northern Ireland. Tourism and Hospitality Research Journal, Volume 7. pp 269-280.
Bayat, M. S. & Ismail, R. (2017). Tourism dictionary. W.R. Shopping Tourist & Excursions Press
Budi, P Agung. (2013). Manajemen Marketing Perhotelan. Yogyakarta: Andi Offset
Evannuari, A Nugroho. Akiriningsih, T & Judith, Aditya Sari (2018). Peranan Guest Service Center Dalam Meningkatkan Pelayanan Tamu di Hotel Alila Solo. Jurnal Pariwisata Indonesia. Volume 13 No.2
Fandy Tjiptono.(2005). Stategi Pemasaran. Edisi 3. Yogyakarta : Penerbit Andi.
Fauzan, Almanshur dan Djunaidi, Ghony. (2012). Metodologi Penelitian Kualitatif, Jakarta: Ar‐Ruzz Media
Fauzi, Akhmad.(2020). Manajemen Kinerja, Surabaya:Airlangga University
Haryadi, Wahyu. Pamungkas, Binar Dwiyanto (2018) “Analisis Faktor-Faktor Yang Mempengaruhi Pendapatan Hotel”. Jurnal Gama Societa Volume 2 No.1
J, Karel Veeger (1992) Pengantar Sosiologi Buku Panduan Mahasiswa, Jakarta: PT Gramedia Pustaka Utama
Kartini, Luh Putu Ayunita , dkk (2021). “Developing front office service as benchmarking at discovery kartika plasa” Journal of applied sciences in travel and hospitality, Volume 4
Kemenparekraf (2021) Standar Kegiatan Usaha Pada Penyelenggaraan Perizinan Berusaha Berbasis Risiko Sektor Pariwisata
Kotler. Amstrong.(2018)”The Effect of Service Quality and Customer Satisfaction on Customer Loyalty. Journal Soc.Sci & Hum.
Kosmian.(2021) “Dewan PHRI Beberkan Nasib Perhotelan Selama Pandemi Covid-19”,https://bisnis.tempo.co/read/1499280/dewan-phri-beberkan-nasib-perhotelan-selama-pandemi-covid-19
Lanang, Diayudha (2020) Industri Perhotelan Di Indonesia Pada Masa Pandemi COVID-19. Journal Fame Volume.3 No.1 pp 1-56
Lexy J., Moleong. 2010. Metologi Penelitian Kualitatif. PT Remaja Rosdakarya, Bandung
Maulida. (2020). “Teknik Pengumpulan Data Dalam Metedologi Penelitian” Jurnal IAIA Darussalam. Volume 21. No.2
M. Rafi, A Budiatmo (2018),”Pengaruh Kualitas Produk, Kualitas Pelayanan dan Harga Terhadap Keputusan Pembelian Pada Konsumen, “ Jurnal ilmu administrasi bisnis, Volume 7 no.4, pp 160-166
Muizu, W.O, Kaltum, U & Sule, E. T. (2019). “Pengaruh Kepemimpinan terhadap Kinerja Karyawan”. PERWIRA Jurnal Pendidikan Kewirausahaan Indonesia Volume 2 No.1
Pramasari, Shintia. Deka, Ardiana (2017)”Motivation Guest Service Agent in Conducting Up Selling In Front Office Departement to Increace Revenue at Hilton Garden Inn Bali”. Journal of Applied Sciences in Travel and Hospitality. Volume 3 No.1
Rachmawatu (2007). “Pengumpulan Data dalam Penelitian Kualitatif : Wawancara”. Jurnal Keperawatan Indonesia, Volume 11. No.1
Sahyunu.(2018). “Pengaruh Kualitas Layanan Terhadap Kepuasan , Kualitas Hubungan dan Loyalitas Wisatawan di Wakatobi”. Sultan Journal of economic and bussines. Volume 2 No. 2
Soekanto, Soerjono dan Sulistyowati, Budi (2013) Sosiologi Suatu Pengantar (edisi revisi) Jakarta PT Rajagrafindo Persada hlm 212
Sugihamretha, I Dewa Gde (2020)”Mitigasi Dampak Wabah COVID-19 Pada Sektor Pariwisata” The Indonesian Journal Of Development Planning Volume 4 No. 2
Sugiyono, F. (2017). Neraca Pembayaran : Konsep, Metedologi dan Penerapan. Pusat Pendidikan dan Studi Kebanksentralan (PPSK) Bank Indonesia. Volume 4
Sumarni, Yenti (2020) “Pandemi Covid-19 : Tantangan Ekonomi dan Bisnis”. Jurnal Ekonomi dan Perbankan Syariah. Volume 6 No.2
Sutrisno, Eko Yuli dan Adhila, Fitroh (2021) “Dampak Pandemi Covid 19 Pada Operasional Hotel di The Atrium Hotel and Resort Yogyakarta” Jurnal Media Wisata Volume 19 No.2
Wachidyah, W (2017). “Front Office Department dan Perananya Dalam Layanan Tamu Hotel. Jurnal Bisnis Teknologi. Volume 3 No.2
Wijayanto Hanung, dkk (2019), “Pengaruh Kinerja Room Service Waiter Terhadap Kualitas Pelayanan di Hotel Best Western Premier Solo Baru”. Jurnal Pariwisata Indonesia. Vol.15 No.1 2019
