ANALISA LAYANAN FRONT OFFICE DALAM MENCIPTAKAN KEPUASAN TAMU DI HOTEL KIRANA YOGYAKARTA
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Abstract
Front office menjadi departemen yang berperan penting dalam pelayanan tamu. Departemen ini memiliki beberapa divisi, seperti: greeter and bell boy, front desk attendant, telephone operator dan guest relation officer. Sebagai salah satu bagian dari front office, keberadaan guest relation officer (GRO) sangatlah penting. Salah satu tugas penting yang dijalankan adalah memastikan tamu mendapatkan layanan terbaik. Standar layanan yang jelas perlu disusun untuk menciptakan kepuasan. Penelitian ini bertujuan untuk melihat standar layanan yang diberikan guest relation officer dalam menciptakan kepuasan tamu hotel. Desain kualitatif dengan pendekatan studi kasus digunakan dalam penelitian ini. Fokus penelitian ini membuka selubung praktek layanan Guest Relation Officer (GRO) pada Hotel Kirana Yogyakarta. Kegiatan wawancara semi terstruktur digunakan dalam penelitian ini. Beberapa instrument menjadi tema utama antara lain: responsiveness, reliability, assurance, empathy dan tangible. Informan dalam penelitian ini adalah staff Guest Relation Officer yang berjumlah tiga orang. Metode Miles Huberman dan Triangulasi digunakan dalam analisa dan validasi data penelitian. Beberapa instrument yang digunakan telah sepenuhnya diterapkan oleh Hotel Kirana Yogyakarta. Instrument tersebut secara nyata menjadi aspek yang mampu menciptakan kepuasan tamu. Hasil penelitian ini dapat digunakan sebagai panduan dalam menerapkan konsep layanan berkualitas guna menciptakan kepuasan tamu.
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How to Cite
Ristanti, R., Sulistyo, A., & Kusumawati, F. D. (2024). ANALISA LAYANAN FRONT OFFICE DALAM MENCIPTAKAN KEPUASAN TAMU DI HOTEL KIRANA YOGYAKARTA. Jurnal Sains Manajemen, 6(1), 1-10. https://doi.org/10.51977/jsm.v6i1.1548
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Adi, S., & Heripracoyo, S. (2018). Potential benefits and logical design of web collaboration to support tourism promotion and marketing at provincial level in Indonesia. International Journal of Mechanical Engineering and Technology, 9(11), 177–191. Scopus.
Al-Ghazali, B. M., & Afsar, B. (2022). Impact of psychological capital on mental health, readiness for organizational change, and job insecurity: Hotel employees’ perspective in COVID-19. Journal of Tourism Futures, ahead-of-print(ahead-of-print). https://doi.org/10.1108/JTF-07-2020-0116
Al‐Msallam, S. (2020). The impact of tourists’ emotions on satisfaction and destination loyalty – an integrative moderated mediation model: Tourists’ experience in Switzerland. Journal of Hospitality and Tourism Insights, 3(5), 509–528. https://doi.org/10.1108/JHTI-11-2019-0126
Alves, H., Campón-Cerro, A. M., & Hernández-Mogollón, J. M. (2019). Enhancing rural destinations’ loyalty through relationship quality. Spanish Journal of Marketing - ESIC, 23(2), 185–204. https://doi.org/10.1108/SJME-09-2018-0041
Ametepe, P. K., & Onokala, U. C. (2023). Leadership dynamics and Covid-19 crisis management in Singapore: A contingency approach. LBS Journal of Management & Research, 21(1), 100–114. https://doi.org/10.1108/LBSJMR-11-2022-0073
Armas-Arias, S., Páez-Quinde, C., Ballesteros-López, L., & López-Pérez, S. (2022). Decision Trees for the Analysis of Digital Marketing in the Tourism Industry: Tungurahua Case Study: Vol. 406 LNNS. Springer Science and Business Media Deutschland GmbH; Scopus. https://www.scopus.com/inward/record.uri?eid=2-s2.0-85125411476&doi=10.1007%2f978-3-030-96046-9_26&partnerID=40&md5=e6c257702571b6842c216f9f07dff07a
Arora, S. D., & Chakraborty, A. (2020). Legitimate and illegitimate consumer complaining behavior: A review and taxonomy. Journal of Services Marketing, 34(7), 921–937. https://doi.org/10.1108/JSM-12-2019-0490
Calza, F., Sorrentino, A., & Tutore, I. (2023). Combining corporate environmental sustainability and customer experience management to build an integrated model for decision-making. Management Decision, 61(13), 54–84. https://doi.org/10.1108/MD-05-2022-0613
Carpio, N. M., Napod, W., & Do, H. W. (2021). Gastronomy as a factor of tourists’ overall experience: A study of Jeonju, South Korea. International Hospitality Review, 35(1), 70–89. https://doi.org/10.1108/IHR-08-2020-0031
Crespi-Vallbona, M., Noguer-Juncà, E., Louzao, N., & Coromina, L. (2023). Barcelona hotel employees and their conception of fair work. An exploratory study. Equality, Diversity and Inclusion: An International Journal, 42(9), 56–74. https://doi.org/10.1108/EDI-08-2022-0232
Creswell, J. & David. (2019). Research Design Qualitative, Quantitative and Mix Methods Approaches. 388–388.
Cruz-Milan, O. (2021). Hotels’ marketing mix responses at insecurity-stricken destinations: A study in the US–Mexico border. International Hospitality Review, ahead-of-p(ahead-of-print). https://doi.org/10.1108/ihr-09-2020-0054
Deutscher, V., & Braunstein, A. (2023). Measuring the quality of workplace learning environments – a qualitative meta synthesis of employee questionnaires. Journal of Workplace Learning, 35(9), 134–161. https://doi.org/10.1108/JWL-06-2022-0074
Dominique-Ferreira, S., & Antunes, C. (2019). Estimating the price range and the effect of price bundling strategies: An application to the hotel sector. European Journal of Management and Business Economics, 29(2), 166–181. https://doi.org/10.1108/EJMBE-04-2019-0066
Iftikhar, U., Zaman, K., Rehmani, M., Ghias, W., & Islam, T. (2021). Impact of Green Human Resource Management on Service Recovery: Mediating Role of Environmental Commitment and Moderation of Transformational Leadership. Frontiers in Psychology, 12. Scopus. https://doi.org/10.3389/fpsyg.2021.710050
Kalargyrou, V., Sundar, V., & Jahani, S. (2023). Managers’ attitudes toward employees with depression and organizational citizenship behaviors in the hospitality industry: Assessing the mediating role of personality. International Journal of Contemporary Hospitality Management, 35(2), 602–629. https://doi.org/10.1108/IJCHM-01-2022-0082
Kong, A., Oh, J.-E., & Lam, T. (2021). Face mask effects during COVID-19: Perspectives of managers, practitioners and customers in the hotel industry. International Hospitality Review, 35(2), 195–207. https://doi.org/10.1108/IHR-07-2020-0025
Kotler, P., & Armstrong, G. (2018). Principles of Marketing 17th Global Edition.
Liu, Y. (2020). The Negotiation between the Predominated Sacredness and Secular Popular Culture in Brunei Darussalam. Southeast Asia: A Multidisciplinary Journal, 20(2), 16–29. https://doi.org/10.1108/SEAMJ-02-2020-B1003
Miles, M. B., & Huberman, M. A. (1994). Qualitative _Data Analysis.pdf (Second Edi). SAGE Publications Inc.
Mölk, A., Auer, M., & Peters, M. (2022). Radicalization and attenuation in the construction of tourism employment images: A multi-level frame analysis. International Journal of Contemporary Hospitality Management, 34(2), 457–481. https://doi.org/10.1108/IJCHM-12-2020-1490
Norizan, N., & Halim, N. (2023). Co-designing the smart tourism experience for all-inclusive hotels as a new trend in staycation experience. In Routledge Handbook of Trends and Issues in Tourism Sustainability, Planning and Development, Management, and Technology (pp. 432–443). Scopus. https://doi.org/10.4324/9781003291763-40
Ozbay, G., Sariisik, M., Ceylan, V., & Çakmak, M. (2022). A comparative evaluation between the impact of previous outbreaks and COVID-19 on the tourism industry. International Hospitality Review, 36(1), 65–82. https://doi.org/10.1108/IHR-05-2020-0015
Raghuvanshi, J., & Garg, C. P. (2018). Time to get into the action. Asia Pacific Journal of Innovation and Entrepreneurship, 12(3), 279–299. https://doi.org/10.1108/APJIE-06-2018-0041
Schönherr, S., Eller, R., Kallmuenzer, A., & Peters, M. (2023). Organisational learning and sustainable tourism: The enabling role of digital transformation. Journal of Knowledge Management, 27(11), 82–100. https://doi.org/10.1108/JKM-06-2022-0434
Solakis, K., Katsoni, V., Mahmoud, A. B., & Grigoriou, N. (2022). Factors affecting value co-creation through artificial intelligence in tourism: A general literature review. Journal of Tourism Futures, ahead-of-print(ahead-of-print). https://doi.org/10.1108/JTF-06-2021-0157
Sulistyo, A., Fatmawati, I., & Nuryakin, N. (2022). Creating Sustainable Tourism Through Innovation (Digital-Based Marketing In The Tinalah Rural Tourism). Proceedings of the International Academic Conference on Tourism (INTACT), Advances in Social Science, Education and Humanities Research, 400–416. https://doi.org/10.2991/978-2-494069-73-2_29
Sulistyo, A., Fatmawati, I., & Nuryakin, N. (2023). Community-Based Village Management Independence in Effort to Create Sustainable Tourism (Panglipuran Tourism Village Phenomena). E3S Web of Conf., 444(Sustainable Agriculture), 12. https://doi.org/10.1051/e3sconf/202344401013
Ullrich, A., Reißig, M., Niehoff, S., & Beier, G. (2023). Employee involvement and participation in digital transformation: A combined analysis of literature and practitioners’ expertise. Journal of Organizational Change Management, 36(8), 29–48. https://doi.org/10.1108/JOCM-10-2022-0302
Yin, R. K. (2003). Case Study Research ; Design and Methods (Third, Vol. 5).