THE ANALYSIS OF THE SERVICE QUALITY ON FRONT OFFICE DEPARTMENT IN BALI NUSA DUA HOTEL

Wayan Kiki Sanjaya,A.A Agung Wijaya,Kadek Feni Aryati,Reinaldo Rafael

doi:10.22334/jbhost.v6i1.188

Abstract

This study analyzes the guest satisfaction level of service quality on front office department in Bali Nusa Dua Hotel. As many hotels are emerging up, hence companies being required to improve the service quality on front office department in order to achieve customer satisfaction. In reality, although in generally, the services in Bali Nusa Dua Hotel is good, but having some shortcomings, this became an obstacle in improving the service quality. Therefore, the problem raised in this study is how the service quality and alternative strategies in improving the service quality on front office in Bali Nusa Dua Hotel. This is a quantitative descriptive research. The data of research were obtained from observations, questionnaires, interviews, and documentation studies. The data were further tabulated with the results of the study which found that although the average guest were satisfied with the front office service, empathy is needed to be optimized as one of the alternative strategies and as a screening study that led to the satisfaction of the guests staying overnight.

Highlights

The background of this research is based on the demands of tourists who want to get adequate accommodation facilities in accordance with the price paid
From the research data which at the same time answered the research problem statement, it was found several facts that occurred in Bali Nusa Dua hotel
120 questionnaires have been made and distributed randomly to get valid and reliable answers in accordance with the desired context as many as 90 respondents who stayed at Bali Nusa Dua hotel

Summary

Introduction

The background of this research is based on the demands of tourists who want to get adequate accommodation facilities in accordance with the price paid. A hotel is a business entity that is engaged in commercially managed accommodation services provided for everyone who receives services and lodging (Sulastiyono, 2011: 15). If it is examined in deeper, service becomes the keyword about the above understanding of the hotel. Preliminary research data found a gap between expectations and services provided at Bali Nusa Dua Hotel. This can be seen from the not satisfied customers in the front office services (front office), especially the reservation section at the Hotel. Guests complained about the length of service to have to wait for 45 minutes

Methods

Results

Discussion

Conclusion