Front Office Department Research Articles

Optimizing Employee Communication Skills To Enhance Service Quality In The Front Office Department Of Radisson Blu Hotel Bali Uluwatu

In the current era of globalization, business competition in the tourism industry is becoming increasingly fierce. One of the critical factors in attracting consumer interest is the quality of service. Communication skills are the ability to convey information clearly and effectively to others. In the context of service, good communication skills help employees understand the needs and desires of consumers, thus providing service that meets expectations.Purpose: of this study that is optimize the communication skills of employees in the Front Office Department at Radisson Blu Bali Uluwatu Hotel to improve service quality.Methods: of This study employs a descriptive qualitative method to determine the research results.Implications: Interviews with three receptionists, each answering five identical questions, revealed that communication skills need to be continuously enhanced to improve the quality of service at the hotel.Observations of 4 employees showed poor results in several aspects, such as politeness in speech, tone of voice, and English proficiency, indicating that communication skills in the Front Office Department of Radisson Blu Bali Uluwatu Hotel still need significant improvement. Good communication skills are essential for Front Office employees, as they represent the first point of interaction between guests and the hotel. Optimal communication quality can enhance a guest's first impression, influence their level of satisfaction, and strengthen customer loyalty. High-quality service in a hotel depends on how well employees can effectively respond to guest needs. Good communication ensures that messages are conveyed clearly and promptly, minimizing misunderstandings and improving service efficiency.

Understanding The Productivity and Loyalty of Millennial Employees in The Hotel Business: Preliminary Evidence

The company's ability to survive in a highly competitive environment relies heavily on employee productivity and loyalty. Contemporary millennial culture in the hotel industry is a topic of current societal discussion. Therefore, researchers have a keen interest in this area. The population for this study consists of all the employees belonging to the millennial generation working in the Front Office department of a 4-star hotel in Jakarta. The approach employs a combination of two distinct variables using both quantitative and qualitative methodologies. A total of 18 millennial employees from the front office department were surveyed, along with three interviewees consisting of the front office manager, assistant front office manager, and front office supervisor. Based on data collected through interviews, observations, and surveys, researchers have discovered that the millennial generation's front office department exhibits excellent employee productivity, characterised by a strong sense of enthusiasm and ambitious goals. However, the loyalty of the millennial generation towards their work is distinct. These employees frequently switch companies not due to a dislike for corporations, declining performance, or a poor work environment, but rather because they seek to gain extensive experience, build strong professional networks, and aspire to attain higher positions at a faster pace.

Penanganan Guest Request oleh Guest Service Center di Department Front Office Hotel Sheraton Mustika Yogyakarta Resort & Spa

Handling Guest Requests by the Guest Service Center in the Front Office Department at Sheraton Mustika Yogyakarta Resort & Spa.In the era of globalization and rapid growth in the tourism industry, hotel service has become a crucial aspect in ensuring customer satisfaction. The COVID-19 pandemic has changed the dynamics of the hospitality industry, and as recovery progresses, it is important for hotels to enhance the quality of their services to attract customers back. Sheraton Mustika Yogyakarta Resort & Spa, with its unique architecture and luxurious facilities, has seen an increase in occupancy post-pandemic, especially during high seasons like religious celebrations and major holidays. The task of ensuring customer satisfaction is handled by the Guest Service Center, and it is not an easy task. This department serves as the hub for all guest information and requests, acting as the front line in direct contact with hotel guests. Every agent in the Guest Service Center must possess skills such as proper speaking etiquette, telephone etiquette, quick response, and diplomatic actions to achieve a good image, ensuring that guests are satisfied with the service provided. The purpose of this research is to analyze the request handling process, identify the challenges, and find the solutions implemented by the Guest Service Center at Sheraton Mustika Yogyakarta Resort & Spa. The results of this research are expected to be used to improve service quality and has been assisted with a good customer complaint handling system.

Internal Mobility and Employee Perceived Fairness: The Case of the Sunny Alanya Hotel

Recruitment is an integral part of a hotel’s human resources strategy. It ensures that positions are adequately staffed by talented individuals and that the operation of the hotel runs smoothly. One type of recruitment used in hotels is internal mobility, which describes the movement of employees to different roles or opportunities within the organization. Hotels should ensure that they follow internal mobility best practices to reduce the possibility of negative situations that may affect employee satisfaction. By identifying unfair practices within their own internal mobility policies, a hotel can improve employee satisfaction and morale. This case study examines how one hotel’s unfair internal mobility practices affected the day-to-day operations of its front office department. It follows Kemal and Cahn, who were both considered for promotion at the Sunny Alanya Hotel. Kemal’s promotion to front office supervisor was perceived as unfair and created tension in the department, affecting staff morale and service quality.

Penerapan Etika Komunikasi Reception Pada Divisi Kantor Depan Dalam Pelayanan Tamu Check In Di Javana Royal Vila Seminyak Bali

The Increasing competition among accommodation supplies require it to keep optimizing its services in order to give the impression of loyalty to guests to stay. In more specific case, receptionists hold important rules to improve their services, especially in communication ethics. This study is conducted in Javana Royal Villa Seminyak Bali, under the title of Penerapan Etika Komunikasi Reception Pada Front Office Department Dalam Pelayanan Tamu Check in di Javana Royal Villa Seminyak. Bali. This research aims to determine the application of reception communication ethics and the influence of the application of reception communication ethics toward room occupancy rate at Javana Royal Villa Seminyak Bali. This study uses qualitative descriptive in which the translation of words or sentences are explained in the presentation. Moreover, the data collection techniques used are observation, interviews and documentation. The types of data used are primary data and secondary data. The study showed that by not concerning attention to communication ethics, it will greatly impact the comfort of guests in staying which results in bad reviews on the online travel agent so that in this case it certainly has a huge impact on the level of room reservations or on room occupancy in Javana Royal Villa Seminyak Bali.

An Assessment of Guest Satisfaction of Service Quality in Selected 2-Star Hotels in Takoradi

In today’s economic environment, client expectations are continually increasing and both small and large hotel businesses are required to become more efficient to participate in a competitive global market. In this new reality, quality is critical for success. The main purpose of this study was to assess guest satisfaction with service quality in selected 2-star hotels in Takoradi. The objectives of the study were to find out whether guests are satisfied with services provided in the hotels, ascertain the main dimensions of service quality that lead to guest satisfaction and evaluate measures that can be put in place to help implement quality service in hotels. This study followed a non-experimental research approach and specifically used a descriptive survey. The targeted populations for this study were employees, guests and managers of nine 2-star hotels in Takoradi with a sample size of ninety (90). It consisted of ten (10) respondents from each hotel, thus, four (4) operational staff (one from housekeeping, front office, restaurant and kitchen department), five (5) guests and a manager (1) from each of the selected hotels.
 Convenience and purposive sampling techniques were used for the study to select respondents and questionnaires were used to collect data from respondents. The data obtained was analyzed and presented using descriptive statistics namely frequencies, percentages, and charts with the aid of Microsoft Excel 2021. The study found out that though some aspect of service quality needs a step up, customers are satisfied with the services provided in the hotels. The study concluded that more customers become more satisfied with what they see or touch during the service.

Awareness of employees on environmental management system at Maya Sanur Resort and Spa: A study applied to front office department

This study aims to assess the employees' awareness of Environmental Management System (EMS) in the Front Office Department of Maya Sanur Resort and Spa. This research collected data through observations and questionnaire distribution. The research sample employed a saturated sampling technique involving 30 respondents. The questionnaire was distributed to the respondents via a QR barcode with online links. The data obtained from the questionnaire were analyzed using SPSS 26 for Windows software, employing frequency, mean, and standard deviation as data analysis techniques to evaluate the implementation of EMS in the front office department of Maya Sanur Resort and Spa. Additionally, correlation analysis was used to measure the relationship between employees' awareness and the implementation of EMS. The result shows that the correlation analysis results demonstrate a strong correlation between employees' awareness of EMS and its implementation in the front office department of Maya Sanur Resort and Spa, with a correlation coefficient value of 0,671. However, three areas still need to be optimal regarding saving energy. These areas include providing natural ventilation lighting, sub-optimal use of air conditioning, and inadequate rechargeable equipment and batteries, so it takes effort to remind each employee about the importance of implementing an Environmental Management System (EMS) in the front office department to help companies increase their ability to improve environmental quality. Therefore, it is recommended that Maya Sanur Resort and Spa provide training for employees regarding implementing the EMS. This training should be conducted for all front office employees, including daily workers (DW) and trainees, to ensure they understand the importance of implementing the EMS and its impact on the hotel and the environment.

The Use of ICTs in Front Office Department

This research project investigates the effective implementation and impact of Information and Communication Technologies (ICTs) within the Front Office Department of hotels. The study aims to evaluate the contribution of ICTs to operational efficiency, customer satisfaction, and overall performance in customer-facing organisational functions. Utilising a cluster sampling approach, incorporating surveys, and case studies, the research assesses the current usage of ICT tools, identifies challenges and opportunities, and proposes strategies for improved integration. The study explores the diverse ICT applications adopted by front office departments, including customer relationship management (CRM) systems, communication platforms, and data analytics tools. The research assesses the efficacy of these technologies in streamlining processes, enhancing communication, and cultivating a responsive and customer-centric environment. The findings offer valuable insights for both academic researchers and industry practitioners that are seeking a comprehensive understanding of the ways in which ICTs influence front office operations. The research not only highlights successful implementations but also addresses potential hurdles and considerations for hotels aiming to harness ICTs for optimal front office performance. Lastly, the study provides a solid foundation for future research and offers practical recommendations to guide hotels in elevating their front office capabilities through thoughtful ICT integration.

Front Office Service Recovery at Wyndham Palembang Hotel

One way to find out guests' needs and wants is by listening to complaints. Complaints are usually received by hotels when a service failure has occurred. These results show that service recovery is a complex process where everything must be taken into account in ensuring that guests are happy when they check out. In this study, the determination of informants was carried out using purposive sampling technique. Informants in the study were determined to be parties who were considered capable of providing the information needed, namely Front Office employees at Wyndham Opi Hotel, Palembang. The purpose of this research is to analyze optimal guest satisfaction is important in operations in the Front Office Department at Wyndham Opi Hotel, Palembang, if guests have complaints during their stay at Wyndham Opi Hotel must be given a solution to their discomfort.
 Keywords: Front Office, Service, Recovery

Application of The OPERA Information System in Hotel Reservations to Increase The Productivity of The Front Office Department (Case Study at the Grand Hyatt Hotel Bali)

Application of Information Systems OPERA at Reservations Section, Front Office Department, in Hotel GrandHyatt Bali. The information system is a system within an hotel that reconciles the needs of daily transactionprocessing, support the operation, managerial in character and strategic activities of an hotel as well as providecertain outside parties with the necessary reports. In general, the reservation section in front office departmentis reserving facilities including accommodation, food and beverage, seat pad in the show, airplanes, trains, bus,entertainment, night club, discoutegue including booking hotel rooms. Population and sample in this researchwere employees on duty in the reservation section, front office department who really understands the OPERAinformation system being researched at this time, the respondents are 11 people. The calculation is done byusing the simple empirical formula, as well as the determination of the value-oriented to simple statistics withdata collected through a questionnaire. Motivation of development of information systems at Grand Hyatt BaliHotel is a profit motive, thus the profit and loss aspects are taken into consideration in the development of thesystem. Based on respondents’ ratings of the three operational criteria of reservation section in front officedepartment in Grand Hyatt Bali Hotel. In general the condition of reservation section based on the views ofrespondents is 87.37% agree 12:12% fairly agree and 0.50% disegree, and there are some advantages of usingthe OPERA information system are speed, convenience and other benefits.Keywords: Application, Information System, Reservation, Front Office

AN ANALYSIS OF JARGONS USED BY RECEPTIONISTS IN FRONT OFFICE HOTELS AT LOMBOK

This study aimed at identifying and describing the linguistic forms, the meanings and the functions of jargon used by receptionists of the front office department at Lombok Hotel. This study was conducted in qualitative method. The front office jargons were investigated in spoken and written forms. The subjects of this study were receptionists of the front office department at Lombok. The methods of data collection were observation, documentation and interview. This study found jargon were used by receptionists in front office department. It was found that the jargon was in the form of noun phrases abbreviation, noun, clipping, affixation, borowing , acronym , preposition phrases , verb , adjective , and coinage . The meanings of jargon were identified by investigating technical meaning. Besides, this study found that there were two functions of the jargon, (1) providing a technical or specialist language to make communication more efficient and (2) encouraging group solidarity. This study concluded that jargon is a way toexpress the feeling of the community and also have their own specific language

The Implementation of Green Practices to improve the service quality of front office at K Club Ubud

The K Club Ubud in Gianyar, Bali, has used green practises to enhance the front office department's service quality. The goal of this study is to examine these activities and identify the green practises indicators that must be maintained and improved. Questionnaires, interviews, observations, and documentation were used to collect data for this study. The sample strategy used in this investigation was simple random sampling. In order to collect data, online surveys are distributed to respondents. As part of the processing, the questionnaire was subjected to validity and reliability tests. The servqual test (quality of service) and importance-performance analysis (IPA) are then employed as data analysis techniques in this study. According to the findings of this study, the application of green practices has been done in an optimal manner, as evidenced by the outcomes of the application of 3R activities. The results of the servqual test, which show that the front office department at K Club Ubud has seven gaps (+) and one gap (-) in the form of eight question indicators, can be used to describe how successfully green practices have been implemented. According to the importance performance analysis (IPA) results, the front office department must maintain the quality of the services for one indication while making improvements for the other.

Increasing front office employee awareness of the environmental management system at four points by Sheraton Bali Kuta

This study aims to determine employee awareness about EMS in the front office department at Four Points by Sheraton Bali Kuta. The research data collection method was done through observation and questionnaires. The sample-style technique in this study used a saturated sampling technique with a total sample of 30 respondents. Data collection used an online questionnaire distributed to respondents using QR barcodes and links. The data from the questionnaire were processed with the help of SPSS 26 for Windows. Data analysis techniques use descriptive statistical analysis to determine the implementation of the Environmental Management System (EMS) in the front office department at Four Points by Sheraton Bali Kuta, and correlation analysis techniques are used to determine the extent of awareness of front office employees at Four Points by Sheraton Bali Kuta regarding the implementation of EMS. The results of the correlation analysis test show that employee awareness of EMS implementation in the front office department at Four Points by Sheraton Bali Kuta has a medium relationship with a correlation coefficient value of 0.585. The front office employees’ awareness of EMS at Four Points by Sheraton Bali Kuta needs to be improved. It is advised that Four Points by Sheraton Bali Kuta offer employee training related to the application of EMS, so they consistently remember the importance of implementing EMS and its impact on hotels and the environment. To make it a habit, you need still make an effort or remind each other. Furthermore, to make the waste processing process easier, it is required to separate organic and non organic trash.

Efforts Of Front Office Department To Increase Guest Satisfaction At Padma Hotel Semarang

Fadia Lutfiana Dahlan C13.2019.00275 Efforts Of Front Office Department To Increase Guest Satisfaction At Padma Hotel Semarang. Hospitality Management Applied Undergreduate Study Program, Faculty of Cultural Sciences, Dian Nuswantoro University.
 This final project aims to explain the efforts that have been made by the Front Office Department to increase guest satisfaction. There are two obstacles faced by the Front Office Department staff, namely when guests are waiting for long rooms and the problem of AC that is not cold. Basically, guests who visit a hotel with the aim of staying want a comfortable place. Guests who are satisfied with the services provided by staff are important, in this case, the Front Office department is responsible for and has a major influence on hotel guest satisfaction. This research is a research that uses descriptive qualitative research methods. Data collection techniques were obtained through interviews, observation, and documentation so as to obtain accurate data. The research results obtained show that the services provided by the Front Office Department to guests can be assessed as very good in terms of handling complaints to guests, due to handling complaints to guests is one way to satisfy guests. The efforts made by the Front Office Department in increasing guest satisfaction include three things, namely writing guest complaints in the comment log, conducting staff training and following the workflow according to standard operating procedures. With this, efforts can be made to increase the satisfaction of guests staying at Padma Hotel Semarang.

Kualitas Soft Skill Mahasiswa Trainee Departemen Front Office pada Hotel Bintang Empat di Kota Bandung

Hospitality students are required to have skills to be successful in a competitive hospitality industry with high demands and competition among workers and prospective workers. Hospitality students are prepared to be professional and skilled in the hospitality field, specifically in the front office department. The skills required in the front office department are not only hard skills but also soft skills. Hospitality students are strongly related to Human Resources (HR) because hospitality is a service industry that indeed depends on the quality of HR. Thus, those skills are necessary to be owned by students who currently work or will work in the hospitality industry, especially in the department, because it really requires quality workers to ensure satisfaction and maximize the services for the guests. In determining the soft skill qualities owned by the hospitality students in the front office department, there are five indicators as reference: work ethic, courtesy, cooperation, discipline or self-confidence, and adjustment to norms. This research used the qualitative approach method. The data collection technique was conducted by interviewing the Human Resources Department (HRD) and hospitality students who currently work or have worked in the front office department of a four-star hotel in Bandung

Kualitas Hard Skill Mahasiswa Trainee Departemen Front Office pada Hotel Bintang Empat di Kota Bandung

Most of the Human Resources in the Hospitality Industry, particularly in the Front Office department, have limitations in terms of knowledge, competence, and technical skills in their work. This requires efforts to enhance their understanding of these aspects in their work, in order to improve the quality of the services provided and ensure the smooth operation of the hotel. The aim of this research is to determine the quality of hard skills of student trainees in the Front Office department at a four-star hotel in the city of Bandung and the efforts to enhance these skills. The method used is qualitative ethnography, involving observation, documentation, and interviews with the Front Office Manager (FOM), supervisors, and student trainees at the four-star hotels. The research locations include Four Points by Sheraton, The Jayakarta Hotel Bandung, and Grand Tjokro Hotel. Based on the analysis results, it was found that hard skills are formed through interactions between technical abilities, knowledge, and technological proficiency. Overall, this study found that student trainees have good knowledge, technical skills, and technological abilities in their work. Efforts to enhance the hard skills of student trainees in the Front Office department include providing training to improve additional skills such as time management, interpersonal communication, and problem-solving.

Laundry Section Collaboation With Front Office Department In Conducting Guest Laundry Billing Process at Tentrem Hotel Semarang

This final project aims to describe the collaboration of laundry section with front office department and describe the constraints that occur between the collaboration of the laundry section and the front office department in conducting guest laundry billing process at the Tentrem Hotel Semarang. The existence of cooperation constraints between the Front Office and Housekeeping raises problems that can cause guest complaints. Therefore, it is necessary to have good quality cooperation between the front office and the laundry department in order to reduce work errors and guest complaints. The research method used is descriptive qualitative method through observation, interviews and retrieval of documentation. The results showed that the collaboration between the laundry section and the front office department went well and smoothly. With the laundry working closely with the front office department to provide information related to guest information that performs laundry services, namely ensuring communication between the front office department and the laundry runs smoothly including information given to guests regarding the clothes they are washing, ensuring there is no damage to guest clothes, always ensuring that laundry delivery to guests is correct and according to guest wishes, the Front Office provides complete information about rooms that benefit from free laundry and laundry Packages. In addition, the Laundry Section cooperation with the Front Office Department in carrying out the Billing process runs according to standard operating procedures. The procedures carried out involve guests, Laundry Attendant, Receptionist and Guest Service Center. In the guest laundry service, then the collaboration also involves Finance to finalize payments.

Analysis of the Implementation of Standard Operating Procedures (SOP) in the Housekeeping and Front Office Department of Frii Bali Echo Beach Hotel Canggu

This research is qualitative research. Data collection from this study used observation, interview and documentation methods. This study aims to analyze the standard operating procedures (SOPs) made and set by hotel management and analyze how the implementation of these SOPs is carried out and adhered to in the housekeeping and front office department of FRii Bali Echo Beach Canggu Hotel. SOP is a guideline that contains operating procedures in an organization or company that is used to ensure the validity of all decisions and actions, as well as the process of using company facilities. This qualitative research refers to 7 main things in standard operating procedures (SOPs) which include efficiency, consistency, minimizing errors, problem solving, labor protection, work maps and defense limits. Research informants were 4 people, namely, housekeeping managers, front office managers and 2 employees (1 housekeeping employee and 1 front office employee). Data collection techniques through interviews. The results of the analysis showed that the housekeeping and front office employees had carried out standard operating procedures (SOPs) set by the management of FRii Bali Echo Beach Canggu Hotel. As for the main things in the SOP for housekeeping and front office, there are several shortcomings, namely efficiency and protection of labor (employees) in the SOP housekeeping (HK). And there are shortcomings in the problem solving section and work map in the front office (FO) department. Keywords: Standard operating procedures, efficiency, consistency, minimizing work errors, problem solving, labor protection, workmap and defense limitations. Keywords: Standard operating procedures, efficiency, consistency, minimizing work errors, problem solving,labor protection, workmap and defense limitations.

CONTENT VALIDITY OF AN INSTRUMENT TO ASSESS THE LOW CARBON APPROACH IN THE FRONT OFFICE DEPARTMENT OF TOURIST ACCOMODATION USING I-CVI AND MEAN ANALYSIS

The front office (FO) department manages reservation, registration, room and rate assignment, guest services, room status, concierge and bell service. The department services are crucial in developing a tourist accommodation into a low-carbon accommodation such as hotel, resort and others. The purpose of this study is to discuss the content validity of instruments for low-carbon tourist accommodation indicators in the FO department of hotels. Based on the theoretical framework, there are 53 indicators frequently used in constructing low-carbon FO instruments. The study employed the Item Content Validity Indexes (I-CVI) analysis method and mean analysis to assess content validity. The method comprised item clarity, language appropriateness, and score scale using a five-point Likert scale to analyze expert evaluations of items using a questionnaire form. The instrument was assessed by a panel of six professionals in tourism, hospitality, and industry involved in low-carbon research. An instrument is accepted and has a good level of content validity when it exceeds the take-off value of ≥ 0.80. One item was excluded from the instrument as it did not reach the take-off value. The average mean results of each expert review on the items ranged from 3.41 to 5.00, suggesting that no questions required repetition. Overall, 17 items were refined by fitting the items to the FO department work scope. The findings revealed that the instrument was acceptable and relevant. It provides an original and useful indicator to measure the low-carbon approach in the FO department of hotels as to achieve the agenda of low carbon tourism.

Implementation of Green Practice In Improving Service Quality At The Front Office Department At Mercure Bali Legian

Purpose: This study aims to determine the application of green practice in improving the service quality of the front office department at Mercure Bali Legian. Research methods: The data collection method was an observation, interviews, distributing questionnaires, and a literature study. The sampling technique was accidental sampling, with a total sample of 68 respondents and three informants. They collected data using online questionnaires distributed to respondents. Results and discussion: The application of green practice in improving the service quality of the front office department at Mercure Bali Legian has been maximally implemented, starting from the application of green action, green food, and green donation. Implication: The application of this green practice has a positive impact on improving the quality of service in the front office department, especially in helping work become more efficient and practical without using too many manual systems. Keywords: Implementation, green practice, service quality, front office department, hotel.