Jenis Keluhan dan Cara Penanganan Keluhan di Hotel Holiday Inn Resort Baruna Bali

Rendrawan, Gede Rendrawan; Trianasari, Trianasari; Mahardika, Astuti

doi:10.23887/jmpp.v3i1.28996

Cited by 5 publications

(5 citation statements)

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“…Hal ini karena peranan hotel yang sangat penting bagi perekonomian negara karena hotel merupakan salah satu sektor usaha yang memberi sumbangan pendapatan devisa kepada negara. Artinya bahwa industri perhotelan sebagai salah satu kendaraan yang dapat digunakan untuk mencapai kesuksesan dan kemajuan negara (Rendrawan et al, 2020).…”

Section: Pendahuluanunclassified

“…Contohnya yaitu bagian operasional yang berupa Housekeeping departement. Bagian ini menjadi bagian yang diperhatikan karena perannya yang krusial terhadap pendapat tamu dan kepuasan tamu akan layanan penginapan yang disediakan (Rendrawan et al, 2020). Tugas dari housekeeping sendiri yaitu nenjaga, membersihkan dan merapihkan segala fasilitas hotel (Novita, 2017).…”

Section: Pendahuluanunclassified

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Peranan Housekeeping dalam Peningkatan Kualitas Pelayanan Tamu di Hotel

Kusuma,

Semara

2023

paris

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Tujuan penelitian ini untuk mengetahui bagaimana peranan housekeeping dalam peningkatan kualitas pelayanan terhadap tamu di Hotel W Bali Seminyak, apa saja faktor-faktor penyebab peranan hosekeeping kurang optimal dan cara meningkatkan kualitas pelayanan housekeeping di Hotel W Bali Seminyak. Metode penelitian yang digunakan adalah kualitatif deskriptif dengan data dikumpulkan menggunakan teknik wawancara, observasi dan dokumentasi. Analisis data melalui tahapan pengumpulan data, reduksi data, penyajian data dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa peranan yang housekeeping dalam meningkatkan kualitas pelayanan di Hotel W Seminyak Bali dikatakan sudah cukup bagus. Terdapat beberapa kekurangan yang terjadi dengan intensitas yang jarang, disebabkan karena ketidaktelitian, tidak adanya pengecekan ulang terhadap hasil kerja housekeeper, kerja yang sulit dilakukan karena banyak tamu yang berlalu lalang, penggunaan alat yang tidak efisien dan tidak terpenuhinya pelayanan bukti fisik berupa penampilan housekeeping. Hal yang dapat dilakukan oleh pihak hotel agar kualitas pelayanan dapat meningkat dengan melakukan pengecekan selepas penyelesaian tugas oleh staf housekeeping, pembersihan yang dilakukan secara berkala dan konsisten, mengganti alat dengan yang lebih efisien dan lebih memperhatikan dan memenuhi seluruh indikator dari kualitas pelayanan. The purpose of this study was to find out how the role of housekeeping in improving the quality of service to guests at Hotel W Bali Seminyak, what are the factors that cause the role of hosekeeping to be less than optimal and how to improve the quality of housekeeping services at Hotel W Bali Seminyak. The research method used is descriptive qualitative with data collected using interview, observation and documentation techniques. Data analysis through the stages of data collection, data reduction, data presentation and drawing conclusions. The results of the study show that the role of housekeeping in improving service quality at Hotel W Seminyak Bali is said to be quite good. There are several deficiencies that occur with infrequent intensity, caused by inaccuracy, no double-checking of the housekeeper’s work, work that is difficult to do because many guests are passing by, inefficient use of tools and non-fulfillment of physical evidence services in the form of housekeeping appearances. Things that can be done by the hotel so that the quality of service can increase by checking after the completion of tasks by housekeeping staff, cleaning is carried out regularly and consistently, replacing tools with more efficient and more attentive and fulfilling all indicators of service quality.

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Section: Pendahuluanunclassified

Peranan Housekeeping dalam Peningkatan Kualitas Pelayanan Tamu di Hotel

Kusuma,

Semara

2023

paris

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“…Penanganan keluhan pelanggan telah dilaksanakan Toko X dengan baik karena Toko X sudah menerapkan prosedur ILEAD (Identify, Listen, Empathy, Apologize, dan Develop Solution) karena Toko X mulai menganalisa keluhan yang ada, mendengarkan keluhan yang ada, memberikan empati dan meminta maaf secara langsung kepada pelanggan dan memberikan penyelesaian masalah sehingga konsumen merasa diperdulikan ketika melakukan aspirasi (Rendrawan, 2020).…”

Section: Public Relationsunclassified

Analisis Strategi Komunikasi Pemasaran Terpadu dalam Meningkatkan Penjualan dan Brand Awareness

Wijaya¹,

Wijaya

2021

IMPRESI

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<p class="Abstrak"><span lang="ES">As the population growth in Indonesia increases, the demand for food and beverage needs also increases. This causes the food and beverage sector in Indonesia to experience progress, one of which is in the wheat flour-based food industry sector, namely donuts. The purpose of this study was to determine an integrated marketing communication strategy to increase sales and brand awareness. The research method used is descriptive qualitative by conducting interviews with selected sources with purposive sampling technique, as well as field observations and documentation which will later be described in detail as the results of this study. The results of this study are that the marketing method through digital media is the method that has the most impact on increasing sales and brand awareness, but besides that, the traditional sales promotion mix is still very influential in increasing sales in companies engaged in the food and beverage sector.</span></p>

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“…Problems that occur in hotel services due to the attitudes, attention, and activities of employees can be in the form of complaints from customers, such as unsatisfactory product or service quality (Widjoyo et al, 2014). Apart from that, the lack of professional waiters or waitresses when serving guests can be a customer complaint (Rendrawan et al, 2020). Another problem is the lack of service quality dimensions, such as a lack of empathy and attention from employees (Martha & Jordan, 2022).…”

Section: Introductionmentioning

confidence: 99%

Excellent Service Based on Human Capital and Leader Mindfulness (Survey of Sharia Hotel Employees in Bandung)

Permana,

Yuniarsih,

Ahman

et al. 2024

Ecombis. Rev. J. Ilm. Eco. and Bussines.

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Human resources have a very important role in providing services, especially those that are interpersonal or require empathy. The hotel industry, which is closely related to service, is the object of this research because there are still many complaints. Service complaints including 3A (attitude, attention, and action) remain a highlight that still needs to be improved. This research aims to analyze how human contribution as company capital with the support of leaders continues to improve service quality. The research uses a quantitative approach, with an explanatory survey method. The population determined was employees of the Syariah Hotel in Bandung using random sampling. The data collection tool is a questionnaire with a Likert scale which is distributed online to Syariah Hotel employees in Bandung. The research results show that human capital contributes positively to leader mindfulness. Human capital contributes positively to excellent service, and leader mindfulness contributes positively to excellent service. The research has implications for prioritizing human capital development and cultural awareness across organizations for sustainable business.

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Jenis Keluhan dan Cara Penanganan Keluhan di Hotel Holiday Inn Resort Baruna Bali

Cited by 5 publications

References 0 publications

Peranan Housekeeping dalam Peningkatan Kualitas Pelayanan Tamu di Hotel

Peranan Housekeeping dalam Peningkatan Kualitas Pelayanan Tamu di Hotel

Analisis Strategi Komunikasi Pemasaran Terpadu dalam Meningkatkan Penjualan dan Brand Awareness

Excellent Service Based on Human Capital and Leader Mindfulness (Survey of Sharia Hotel Employees in Bandung)

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