Analisis Prosedur Reservasi Dan Standar Operasional Prosedur (Sop) Di Hotel Aria Gajayana Malang

Lipuringtyas, Teresya Nurvina and Ari Darmawan, Dr. S.AB, M.AB and Mufarrohah, SE., Ak., MSA., CA (2022) Analisis Prosedur Reservasi Dan Standar Operasional Prosedur (Sop) Di Hotel Aria Gajayana Malang. Diploma thesis, Universitas Brawijaya.

Abstract

Perkembangan teknologi pada saat ini sangat berkembang pesat karena adanya pengaruh perkembangan globalisasi, semua dapat diakses dengan mudah melalui internet, sehingga strategi pemasaran penjualan kamar hotel dapat dilakukan secara online. Untuk itu dalam dunia perhotelan penting untuk memperhatikan efektifitas dalam penanganan Standart Operasional Prosedur pemesanan kamar melalui offline dan online demi kelancaran operasional yang efektif. Pada Hotel Aria Gajayana Malang Standart Operasional Prosedur yang dilaksanakan terdapat kendala pada sistem reservasi online yang berdampak pada double booking tipe kamar, maka perlu adanya perbaikan SOP dalam penanganan reservasi offline maupun online agar dapat mengoptimalkan sistem reservasi. Metode pada penelitian ini menggunakan deskriptif kualitatif dengan teknik pengambilan data melalui observasi, dokumentasi, dan triangulasi data mulai dari proses penanganan reservasi melalui dua metode yaitu offline dan online sehingga peneliti dapat memberikan kontribusi dalam memperbaiki efektifitas Standar Operasional Prosedur yang berjalan pada Hotel Aria Gajayana Malang melalui penelitiannya. Front Desk Agent berperan penting dalam penanganan reservasi offline, dalam penanganannya staff melaksanakan sesuai alur, namun pada analisis data yang dilakukan masih terdapat ketidaksesuaian antara SOP tertulis di Hotel Aria Gajayana Malang dengan apa yang diimplementasikan staff pada saat penanganan secara offline, pelaksanaan SOP penerimaan reservasi yang sudah dilakukan di Hotel Aria Gajayana sudah berjalan dengan baik, namun belum dapat dikatakan maksimal. Kegiatan penanganan penerimaan reservasi secara offline dan online di Aria Hotel Gajayana Malang dilaksanakan sesuai dengan prosedur tertulis yang sudah ada di hotel tersebut.

English Abstract

Technological developments are currently improving so fast due to the influence of globalization developments, everything can be accessed easily by the internet, so the marketing strategy for selling hotel rooms can be done online. For this reason, in the world of hospitality, it is important to pay attention to effectiveness in handling Standard Operating Procedures for room bookings offline and online for the smooth running of effective operations. At the Aria Gajayana Hotel Malang Standard Operational Procedures carried out there are obstacles to the online reservation system which has an impact on double booking room types, it is necessary to improve the SOP in handling offline and online reservations to optimize the reservation system. The method in this study uses descriptive qualitative data collection techniques through observation, documentation, and data triangulation starting from the process of handling reservations through two methods, namely offline and online so that researchers can contribute to improving the effectiveness of the Standard Operating Procedures that run at the Aria Gajayana Hotel Malang through his research. The Front Desk Agent plays an important role in handling offline reservations, and in handling the staff carry out according to the flow, but in the data analysis carried out there is still a discrepancy between the written SOP at the Aria Gajayana Hotel Malang and what the staff implements when handling offline, the implementation of the SOP for receiving reservations what has been done at the Aria Gajayana Hotel has been going well, but it cannot be said to be optimal. The activities of handling reservation receipts offline and online at Aria Hotel Gajayana Malang are carried out following written procedures that already exist at the hotel.

Item Type:	Thesis (Diploma)
Identification Number:	0522170066
Uncontrolled Keywords:	Standar Operasional Prosedur, Reservasi Offline, Reservasi Online, Standard Operating Procedures, Offline Reservations, Online Reservations.
Divisions:	Program Vokasi > Usaha Wisata
Depositing User:	Sugeng Moelyono
Date Deposited:	24 May 2023 07:15
Last Modified:	24 May 2023 07:15
URI:	http://repository.ub.ac.id/id/eprint/200249

Text (DALAM MASA EMBARGO) Teresya Nurvina.pdf Restricted to Registered users only until 31 December 2024. Download (7MB)

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