Islamey, Nobel Dominic Yendi and Eka Ratri Noor Wulandari, S.Si., M.Si., M.Sc (2023) Analisis Pelayanan Departemen Front Office Dalam Menangani Keluhan Tamu di Anantara Uluwatu Resort and Spa Bali. Diploma thesis, Universitas Brawijaya.
Abstract
Anantara Uluwatu Resort and Spa Bali merupakan sebuah hotel berbintang 5 yang terletak di Labuan Sait, Uluwatu, Bali. Seiring berkembangnya kuantitas dan kualitas hotel internasional di Indonesia, maka Anantara juga ikut serta dalam upaya peningkatan kualitas pelayanannya, termasuk dalam hal menangani keluhan tamu. Dengan terdapatnya departemen Front Office , diberi tanggung jawab untuk menjadi kesan pertama dan terakhir pelayanan kepada tamu, termasuk menangani keluhannya. Metode yang digunakan adalah penelitian kualitaif. Menggunakan teknik analisis data menggunakan observasi dan wawancara. Wawancara ini dilaksanakan secara semi terstruktur. Adapun narasumber pada penelitian ini adalah pihak Front Office Manager dan Pelayan Front Office hotel Anantara Uluwatu Resort and Spa Bali. Hasil dari penelitian menjelaskan bahwa masih terdapatnya kekurangan pelayan hotel dalam menerapkan prinsip pelayanan, sehingga munculnya beberapa permasalahan sebagai faktor keluhan tamu. Dari klasifikasi keluhan tamu tersebut menghasilkan pola bagaimana alur latar belakang keluhan sampai bagaimana departemen Front Office melayani keluhan per keluhan tamu tersebut dengan mengikutsertakan departemen sesuai tugasnya beserta meminta maaf dengan memberi beberapa complimentary dan benefit
English Abstract
Anantara Uluwatu Resort and Spa Bali is a 5-star hotel located in Labuan Sait, Uluwatu, Bali. Along with the growing quantity and quality of international hotels in Indonesia, Anantara also participates in efforts to improve the quality of its services, including in terms of handling guest complaints. With the presence of the Front Office department, it is given the responsibility to be the first and last impression of service to guests, including handling their complaints. The method used is descriptive qualitative research. Using data analysis techniques using observation and interviews. This interview was conducted in a semi-structured manner. The resource persons in this study were the Front Office Manager and Front Office Waiter of the Anantara Uluwatu Resort and Spa Bali hotel. The results of this study explained that there is still a shortage of hotel waiters in applying service principles, so that several problems arise as a factor in guest complaints. From the classification of guest complaints, it produces a pattern of how the background flow of complaints to how the Front Office department serves complaints per guest complaint by including the department according to its duties and apologizing by giving some complimentary and benefits.
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 0523170448 |
| Uncontrolled Keywords: | Pelayanan, Prinsip Pelayanan, Front Office, Keluhan Tamu, Penanganan Keluhan-Service, Service Principles, Front Office, Guest Complaints, Complaint Handling |
| Divisions: | Program Vokasi > D4 Manajemen Perhotelan |
| Depositing User: | soegeng Moelyono |
| Date Deposited: | 21 Mar 2024 01:39 |
| Last Modified: | 21 Mar 2024 01:39 |
| URI: | http://repository.ub.ac.id/id/eprint/217370 |
![[thumbnail of DALAM MASA EMBARGO]](http://repository.ub.ac.id/style/images/fileicons/text.png) |
Text (DALAM MASA EMBARGO)
Nobel Dominic Yendi Islamey.pdf Restricted to Registered users only Download (22MB) |
Actions (login required)
 |
View Item |