Analisis Standard Operating Procedure Bellboy Di Hotel Aria Gajayana Malang

Santoso, Daneswara Alfikrih and Ananda Sabil Hussein, SE, M.Com, Ph.D.CMA and Rugeri Fadlihalim, SE., MM (2024) Analisis Standard Operating Procedure Bellboy Di Hotel Aria Gajayana Malang. Diploma thesis, Universitas Brawijaya.

Abstract

p berupa kamar untuk beristirahat ataupun keperluan bisnis, maka tidak salah jika hotel harus memberikan pelayanan yang maksimal kepada tamu untuk memberikan kesan baik dan kepuasan tersendiri kepada tamu hotel. Salah satu indikator kepuasaan tamu adalah pelayanan bellboy yang ada dalam suatu hotel. Bellboy merupakan seseorang yang berada di bagian kantor depan atau front office yang bertugas untuk menyambut tamu dan memberi arahan pada tamu. Untuk itu sangat penting bagi bellboy untuk memberikan pelayanan sesuai dengan Standart Operasional Prosedur yang berlaku. Terdapat permasalahan pada Standart Operasional Prosedur yang dilakukan oleh bellboy yang ada di Hotel Aria Gajayana Kota Malang, permasalahan timbul akibat tidak adanya Standart Operasional Prosedur tertulis yang menjadi acuan dasar bellboy dalam melakukan tugasnya sehingga berpotensi menimbulkan misskomunikasi antara bellboy, front office ataupun tamu hotel. Oleh karena itu diperlukan Standart Operasional Tertulis yang dapat dijadikan acuan oleh bellboy dan pihak-pihak terkait untuk meningkatkan pelayanan kepada tamu hotel. Penelitian ini menggunakan metode kualitatif dengan teknik pengambilan data menggunakan wawancara, dokumentasi dan triangulasi data. Hasil penelitian menunjukkan bahwa permasalahan yang terjadi akibat bellboy yang tidak memahami secara utuh Standart Operasional Prosedur yang ada di Hotel Aria Gajayanan Kota Malang yang disebabkan tidak adanya Standart Operasional tertulis yang menjadi acuan bagi bellboy dalam menjalankan tugasnya yang menyebabkan kurang optimalnya pelayanan seperti tertukarnya barang bawaan tamu serta kurangnya jumlah bellboy menambah potensi terjadinya pelanggaran Standart Operasional Prosedur. Oleh karena itu peneliti menyusun Standart Operasional Prosedur secara tertulis agar pelayanan tamu di Hotel Aria Gajayana Kota Malang dapat dilaksanakan sesuai prosedur tertulis

English Abstract

Hotels are a type of accommodation that sells overnight services in the form of rooms for rest or business purposes, so it is not wrong if hotels must provide maximum service to guests to give a good impression and satisfaction to hotel guests. One indicator of guest satisfaction is bellboy service in a hotel. A bellboy is someone in the front office whose job is to welcome guests and give directions to guests. For this reason, it is very important for bellboys to provide services in accordance with applicable Standard Operating Procedures. There are problems with the Standard Operational Procedures carried out by the bellboys at the Aria Gajayana Hotel, Malang. The problems arise due to the absence of written Standard Operational Procedures which are the basic reference for the bellboys in carrying out their duties, thus potentially causing miscommunication between the bellboys, front office or hotel guests. Therefore, written operational standards are needed that can be used as a reference by bellboys and related parties to improve service to hotel guests. This research uses qualitative methods with data collection techniques using interviews, documentation and data triangulation. The results of the research show that the problems that occur are due to the bellboy not fully understanding the Standard Operational Procedures at the Aria Gajayanan Hotel, Malang, which is caused by the absence of written Operational Standards which serve as a reference for the bellboy in carrying out his duties, which causes less than optimal service, such as mixing up guests' luggage. and the lack of bellboys increases the potential for violations of Standard Operating Procedures. Therefore, researchers have prepared written Standard Operating Procedures so that guest services at the Aria Gajayana Hotel, Malang City can be carried out according to written procedures

Item Type:	Thesis (Diploma)
Identification Number:	0524170049
Uncontrolled Keywords:	Standart Operasional Prosedur, Bellboy-Standard Operational Procedure, Bellboy
Divisions:	Program Vokasi > D4 Manajemen Perhotelan
Depositing User:	soegeng sugeng
Date Deposited:	20 Jun 2024 08:20
Last Modified:	20 Jun 2024 08:20
URI:	http://repository.ub.ac.id/id/eprint/220994

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