Sari, Indah Nurmala (2018) Analisis Dampak Komunikasi dan Profesionalisme Waiter pada Citra Guest House (Studi pada Fendi’s Guest House Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Perkembangan kegiatan industri pariwisata di Kota Malang membuka peluang bagi pengusaha untuk mengembangkan bisnis di bidang usaha penyediaan akomodasi penginapan. Fendi’s Guest House merupakan salah satu penginapan berkonsep unik di Kota Malang. Komunikasi antara waiter dengan tamu memiliki peran penting dalam meningkatkan kepuasan tamu dan membentuk citra perusahaan. Profesionalisme seorang waiter juga diperlukan untuk membentuk sebuah image perusahaan tersebut sehingga peneliti mengangkat judul “Analisis Dampak Komunikasi dan Profesionalisme Waiter pada Citra Guest House (Studi pada Fendi’s Guest House Malang).” Penelitian ini menggunakan metode deskriptif kualitatif dengan dua rumusan masalah, yaitu (1) Bagaimana dampak komunikasi waiter pada citra Fendi’s Guest House? (2) Bagaimana dampak profesionalisme waiter pada citra Fendi’s Guest House?. Sumber data diperoleh dari kunci informan, observasi, dokumen dan dokumentasi. Analisis data menggunakan empat tahap yaitu pengumpulan data, reduksi data, penyajian data, dan penarikan kesimpulan. Berdasarkan hasil penelitian menunjukkan bahwa (1) Adanya miskomunikasi antara waiter dengan tamu khususnya tamu asing karena waiter tidak menguasai bahasa inggris. (2) Waiter dan karyawan yang bekerja di Fendi’s Guest House sebagian besar tidak memiliki latar pendidikan di bidang perhotelan. (3) SOP yang bersifat kondisional mengakibatkan pekerjaan waiter terbengkalai dan hasil pekerjaan yang telah diselesaikan berbeda-beda. Hasil pekerjaan yang dinilai meliputi kebersihan kamar dan waktu yang dipakai saat make up room. Berdasarkan uraian tersebut, peneliti memberikan rekomendasi yaitu kepada Fendi’s Guest House, kepala HRD, dan karyawan Fendi’s Guest House berupa mengadakan pelatihan bahasa asing khususnya bahasa Inggris karena tamu yang sering berkunjung ke Fendi’s Guest House merupakan tamu asing dan menjadikan pendidikan dalam bidang perhotelan sebagai syarat penerimaan karyawan baru.
English Abstract
Tourism industry development in Malang open up opportunities for enterpreneurs to develop their business in lodging accomodations. Fendi’s Guest House is one of the unique concept of lodging in Malang. Communication between the waiter with the guest has an important role in improving guest satisfaction and shaping corporate image. A professionalism waiter is also required to form an image of the company so that the researcher lifted the title “The Impact of Communication and Professionalism of Waiter on The Image of Guest House (Case Study at Fendi’s Guest House Malang).” This research uses qualitative descriptive method with two formula problem, namely (1) How the impact of communication waiter on the image of Fendi’s Guest House? (2) How the impact of professionalism waiter on the image of Fendi’s Guest House?. Data sources are obtained from key informants, observation, document, and documentation. Data analysis uses four stage: data collection, data reduction, data presentation, and conclusion. Based on the research result show that (1) The existance of a miscommunication between the waiter with the guests especially foreign guests since the waiter do not fluent in english (2) The waiter and the employees who work in Fendi’s Guest House do not have educational background in hospitality (3) The SOP that ae conditionally dormant waiter jobs and the results of work that has been completed differently. The results of the work are assessed include the cleanliness of the room and the time taken during the make up room. Based on the description, the researcher gives recommendation to Fendi’s Guest House, Head of Human Resources Department, all of Fendi’s Guest House employees in the form of foreign language training in particular English because guests who frequently visit Fendi’s Guest House are foreign guests and make education in the field of hospitality as a condition of requirements new employees.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FIA/2018/564/051808135 |
| Uncontrolled Keywords: | Komunikasi, Profesionalisme, Waiter, dan Citra- Communication, Professionalism, Waiter, and Image |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.4 Executive management > 658.45 Communication |
| Divisions: | Fakultas Ilmu Administrasi > Pariwisata |
| Depositing User: | soegeng sugeng |
| Date Deposited: | 22 May 2019 02:55 |
| Last Modified: | 25 Oct 2021 08:03 |
| URI: | http://repository.ub.ac.id/id/eprint/162421 |
Preview |
Text
Indah Nurmala Sari.pdf Download (3MB) | Preview |
Actions (login required)
 |
View Item |