THE ANALYSIS OF FRONT OFFICE DEPARTMENT SERVICE QUALITY FOR CUSTOMER’S SATISFACTION AT PADMA RESORT LEGIAN

I Gusti Made Wendri,Ni Luh Putu Mira Indah Pratiwi

doi:10.31940/jasth.v2i2.1422

Abstract

The purpose of this research is to know there is a gap between the guest’s perception and guest’s expectation to the Front Office Department service quality at Padma Resort Legian, and to know which indicators need to be improved and maintained to enhance the service quality of Front Office Department for customer’s satisfaction at Padma Resort Legian. The data used in this research are quantitative data which are collected from observation, literature study, questionnaire with validity and reliability tested and secondary data. The total of respondents are 60 respondents using incidental sampling method. Data analysis technique used is the SERVQUAL Method and Importance-Performance Analysis applied in Cartesian Diagram. The result of this research is show that there are negative and positive gap between perceptions and expectations. The result of the Importance-Performance Analysis found 1 indicator on Quadrant A which as the major weakness and need improvement which is the attributes number 4, fast and properly service of check-in and check-out process by the Front Office Staff. On the other hand, there are 6 indicators on Quadrant B which as the major strengths and opportunities. Padma Resort Legian should immediately improve the performance of indicator on Quadrant A to reach customer’s satisfaction.

Highlights

Front Office Department is one of the most important parts of a hotel organization
The Front Office Department at Padma Resort Legian has some sections such as Guest Service Officer (GSO) which known as receptionist, Guest Relation Officer (GRO), Concierge, Front Office Admin, Garden Club Lounge (GCL), Bellboy, Guest Service Centre (GSC) and Padma Resident Officer (PRO)
The SERVQUAL is measured in order to know how well the service was delivered by Front Office Department at Padma Resort Legian to match the customer’s expectations

Summary

Introduction

Front Office Department is one of the most important parts of a hotel organization. Front Office Department creates the image of a hotel because it handles the guest from the beginning until the end of the guest stay; this is similar with Padma Resort Legian, Bali in Indonesia wherein the research was carried out. The tasks of the Front Office Department of Padma Resort Legian include: guest check-in and check-out, provision of information, and ensuring the guests having unforgettable moments during stay. The Front Office Department at Padma Resort Legian handles guest’s complaints and handling VIP guests. Front Office Department has to be able to give excellent service to the guest, ensure their satisfaction during the stay and create the best image of the hotel in the eye of guests

Objectives

Results

Conclusion