Wardani, Aprillya Kusuma and Radhita Dwi Vata Hapsari, SE., MM., Ph.d and Mufarrohah, SE., Ak.,MSA., CA (2023) Analisis Manajemen Guest Relation Officer Purnama Hotel Batu. Diploma thesis, Universitas Brawijaya.
Abstract
Manajemen Guest Relation Officer memiliki peran yang penting dalam industri perhotelan, termasuk di Purnama Hotel Batu. Penelitian ini bertujuan untuk menganalisis manajemen guest relation officer di Purnama Hotel Batu, dengan fokus pada peran, tanggung jawab, tantangan, dan strategi yang digunakan untuk meningkatkan loyalitas pelanggan.Metode penelitian yang digunakan dalam studi ini adalah pendekatan kualitatif dengan wawancara mendalam kepada staff guest relation officer dan manajer front office di Purnama Hotel Batu. Data yang diperoleh dianalisis menggunakan teknik content analysis untuk mengidentifikasi tema dan pola yang muncul dalam tanggapan partisipan. Berdasarkan hasil penelitian menunjukkan bahwa manajemen guest relation officer di Purnama Hotel sangat penting dalam memastikan kepuasan pelanggan dan meningkatkan loyalitas. Dengan perencanaan yang baik, pengaturan tugas yang jelas, pengendalian yang efektif, dan pengawasan yang cermat, Purnama Hotel dapat mencapai tujuan mereka dalam memberikan pelayanan yang unggul serta membangun hubungan jangka panjang dengan pelanggan.
English Abstract
Guest Relation Officer management plays a crucial role in the hospitality industry, including at Purnama Hotel Batu. This research aims to analyze the management of guest relation officers at Purnama Hotel Batu, with a focus on their roles, responsibilities, challenges, and strategies used to enhance customer loyalty. The research method employed in this study is a qualitative approach, utilizing in-depth interviews with guest relation officer staff and front office managers at Purnama Hotel Batu. The obtained data will be analyzed using content analysis techniques to identify themes and patterns emerging from the participants' responses. Based on the research findings, it is evident that the management of guest relation officers at Purnama Hotel is vital in ensuring customer satisfaction and enhancing loyalty. With proper planning, clear task allocation, effective control, and careful supervision, Purnama Hotel can achieve their goals in providing excellent service and building long-term relationships with customers.
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 052417 |
| Uncontrolled Keywords: | Manajemen, Guest Relation Officer, Loyalitas Pelanggan.Management, Guest Relation Officer, Customer Loyalty |
| Divisions: | Program Vokasi > D4 Manajemen Perhotelan |
| Depositing User: | soegeng Moelyono |
| Date Deposited: | 18 Dec 2024 02:59 |
| Last Modified: | 18 Dec 2024 02:59 |
| URI: | http://repository.ub.ac.id/id/eprint/231446 |
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Text (DALAM MASA EMBARGO)
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