Developing front office service as benchmarking at Discovery Kartika Plaza Hotel

Luh Putu Kartini ,Ni Nyoman Triyuni,Nyoman Mastiani Nadra

doi:10.31940/jasth.v4i1.1931

Abstract

The purpose of this research is to know the implementation of service attributes and the benchmark of Front Office Department at Discovery Kartika Plaza Hotel to develop the services quality in front office department. The method of the data collection applied for this research are participant observation, interview, questionnaire, guests comment and documentation. This research used 30 respondents of front office staffs and the data was analyzed qualitative descriptively. The result of the study identified that, the implementation of service attributes in all sections in front office department is very good and all sections have score more than 4,0. The benchmark is Guest Service Agent with average score 4.95 or 20.89%. The lowest section is Telephone Operator with average score 4.43 or 18.69% because during working not care with SOP, not implement the service attribute so well, and the staffs have less knowledge on IT. The front office department should do the improvement and development on the service quality and the attitude of the staff. As the benchmark, the Gust Service Agent has done many ways to improve the service quality. The best way to improve the service quality, the hotel can use the benchmark as the standard to find the best strategy and technic how to improve and develop the service quality of the front office department at Discovery Kartika Plaza Hotel. The Guest Service Agent as the benchmark in front office department should be maintain their service as standard of the other sections to develop the service quality in the front office department at Discovery Kartika Plaza Hotel.

Highlights

Based on the last five-years data of Tourism Department of Bali Province (2019), the development of accommodation in Bali especially star hotel is increasing every year
The problem that shown in this comment was the service and the attitude of the staff especially in front office department as the first impression of the guest coming to the hotel
The staff did not serve the guest based on the standard of five stars hotel so the service quality of the staff need improvement and development based on the standard of five star hotel to make the guest feel satisfaction and happy to stay in the hotel

Summary

Introduction

Based on the last five-years data of Tourism Department of Bali Province (2019), the development of accommodation in Bali especially star hotel is increasing every year. It gives influence to the competition in the hospitality industry due to the number of similar hotels increase every year. The competition is occurred between hotels and between departments in a hotel that aims to provide excellent service. Remembering that service is the main thing that will be sold in the hotel industry, the hotel industry is increasingly focused on developing services. The important thing is to understand how the quality of services is perceived by customer to attract and retain customer in competitive market (Hemmington and Wang, 2018). It can be argued that, the main thing that the hospitality industry sell to the customer is the services, the staff of the hospitality industry should be able to give the best services to the customer to make the customer satisfaction or the hospitality industry should be improve and maintain the services performance of their staff

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Methods

Results

Discussion

Conclusion