Tourist Satisfaction Level of Front Office Department Staff Services at Tanadewa Resort & Spa

The purpose of this study is to analyze customer satisfaction on the service of the front office department staff at Tanadewa Resort & Spa and to describe the indicators that need to be improved and maintained by the front office department staff at Tanadewa Resort & Spa. The sample used in this study were tourists who stayed at Tanadewa Resort & Spa in March - July 2021. The sampling technique used was incidental random sampling with a total sample of 50 respondents. Data were collected by questionnaires distributed to respondents, then the data obtained were processed using SPSS version 26. The analytical techniques used were servqual analysis and Importance Performance Analysis. Servqual is used to analyze the level of tourist satisfaction with services obtained which can be seen from the gap results, while Importance Performance Analysis is used to group service quality indicators into a Cartesian diagram to describe indicators that need to be improved and maintained. The results of this study indicate that customer satisfaction with the service of the front office department staff at Tanadewa Resort & Spa is still not good, because of the 15 service quality indicators there are 9 indicators with negative gap values ​​and 6 indicators having positive gap values. And there are 4 indicators whose performance must be improved and 5 indicators whose performance must be maintained by the front office department staff at Tanadewa Resort & Spa in order to increase customer satisfaction.

Penerapan Model Single Sign-On dengan Sistem Front Office dan Layanan pada Sistem E-Bengkel Terintegrasi

Bengkel kendaraan sebagai usaha layanan jasa yang banyak ditekuni oleh masyarakat kecil sebagai mata pencaharian utama. Saat perkembangan teknologi informasi yang sangat pesat, masih banyak usaha bengkel kendaraan bermotor yang menerapkan tata Kelola secara konvensional. Tata kelola secara konvensional berisiko sangat rawan terjadi kehilangan dan kerusakan data yang menyebabkan kerugian pada perusahaan. Penelitian ini berfokus pada pengembangan Sistem E-Bengkel terintegrasi berbasis web untuk memperbaiki tata kelola manual pada Bagian Front Office dan Bagian Layanan bengkel konvensional. Bagian Front Office pada bengkel merupakan bagian yang menangani proses pendaftaran pelanggan, penjualan spare part, dan check-in service. Bagian layanan pada bengkel merupakan bagian yang menangani proses penerimaan service dan pencatatan pengerjaan service kendaraan. Hasil dari sistem informasi manajemen ini yaitu berupa aplikasi berbasis web yang sesuai dengan proses bisnis Front Office dan layanan suatu bengkel kendaraan. Sistem ini menerapkan model Single Sign-On (SSO) sebagai model manajemen satu gerbang masuk untuk semua modul, manajemen session, serta manajemen semua hak akses pengguna. Model Multi-Channel Access (MCA) dipergunakan untuk memperkaya dan mempermudah akses informasi ke pemilik, pelanggan dan pegawai. Implementasi sistem berbasis komputer dengan Model SSO dan MCA diharapkan mampu meningkatkan pelayanan dan peluang bisnis dari Usaha Kecil Bengkel.

Klasifikasi Keluhan Tamu Mengenai Pelayanan Front Office di The Westin Resort Nusa Dua Bali Berdasarkan Ulasan pada Tripadvisor

The purpose of this study is to discover the reasons and effects of recurring complaints based on the classification of guest complaints about Front Office services at The Westin Resort Nusa Dua Bali, in order to identify alternative methods to reduce the number of guest complaints. The data was gathered through documentation on TripAdvisor and an interview with the Front Office Manager, and the data analysis technique applied was descriptive qualitative. The analysis's findings revealed the reasons and consequences of guest complaints about Front Office services, which were classified into two categories: service-related complaints and attitudinal issues. Furthermore, the front office service procedures have not achieved 100 percent compliance with the SOP during the guest cycle. In the case of attitudinal complaints and service-related complaints, the reason of the complaints was determined as a disparity in SOP. This research was effective in enhancing comprehension of the reasons and effects of guest complaints regarding Front Office services on Online Travel Agents. Based on the research that has been conducted, suggestions should be addressed to hotel management as an alternate option to reduce problems that have occurred by enrolling in training.

Kualitas Pelayanan Staf Front Office Hotel Di Bali

This reseach was conducted by using the theory of service quality dimensions from Zeithaml-Parasuraman-Berry (1996). Data obtained by distributing 100 questionnaires to Japanese tourists on August 2019. The variable created refers to the role of the front office clerk from Bagiono (2012). Based on SPSS calculations, the accuracy of this research model is 73% at an error rate of 5%. From the results of data processing it is known that the average value of the service quality of front office staff at star hotels in Bali is 4.11 (good). But there are still indicators that are not good, that is, an indicator of Japanese language ability, with an average value of 3.23. Based on the results of exploratory factor analysis of 31 variables, found 7 factors forming the quality of front office staff services, 1) responsiveness with a value (13,916), 2) empathy (2,355), 3) reliability (1,513), 4) tangible (1,486) , 5) assurance (1.29), 6) friendly (1,220), and 7) communication (1,140). The biggest factor influencing the satisfaction of Japanese tourists towards the quality of front office staff services is the responsiveness factor while the lowest factor is the communication factor.

Women’s Significant Roles in Pursuing Hotel Revenue: Case of Bali, Indonesia

This research aims to understand and explain how significant the women’s role in the hotel industry. It is an advanced study which is explores ore from the previous one discussing the women acceptability in the hotel industry in Indonesia, particularly in Bali, with their varied educational background. In fact, this study found that women have significant role in increasing the hotel income through divisions of front office, food and beverage service, and sales. This research was approached qualitatively by conducting depth interviews based on the data that were obtained in 2018 and 2019. As a result, the women in this case tend to have so more hospitality skill that guests feel more comfortable to communicate with them. In addition, the women are also more capable to manage their heart-feeling and to put themselves well according to situations they are in. This capability is then able to persuade the hotel guests to come to the hotels and to have the services. It finally impacts the increasing hotel revenue.

Fundamental review of the trading book - Stato dell’arte sulle implementazioni dell’Internal Model Approach

In light of the finalization of the new regulatory framework for market with the adoption of the FRTB at EU level through the publication of CRR III, financial institutions are consolidating the implementations aimed to comply with the new regulatory requirements. The main purpose of this article is to analyze how banks are preparing for the go-live of IMA FRTB reporting – expected to be in January 2024 – focusing on the challenges that they are facing especially in terms of model transformations. In particular, an in-depth analysis will be carried out on the main methodological issues of the new regulatory context technicalities,in order to provide guidelines and market best practices on the Internal Model Approach (IMA) topics shared between Front Office, Risk Management as well as Control Structures.

Analysis of Standard Operational Procedure Hotel Using AHP to Get the Best Ranking Order

Standard Operating procedure accounting system, controlling model management of hotel administration credit approval to facilitate the supervision of companies that will apply for credit. Credit meetings to be able to control the account provided by the credit facility. Direct meeting to ensure that all booking or activities that result in billing are billed directly to avoid. Credit card procedure to make sure the financial controller is responsible for developing a system and following procedures are placed. Foreign currency loss/gain, not front office to make sure all profit and loss associated with foreign exchange transaction must be reflected in profit and loss account unless the management contract states otherwise. Collection to make a sure timeline of billing accuracy of data and effective method and follow up. Use the collection agencies/attorney to ensure the issuing billing is carried out the control so that there are no arrears. Collection letters to maintain a highly professional business image through consistent verbal and written collection efforts. Accounts receivable balancing to ensure the accuracy of the records and can avoid billing errors and causes of loss of revenue. Payment receivable to avoid data error regard payment made posting to city ledger establish debt bad provision to maintain provision for bad debt to cover.

MEASURES TAKEN BY THE HOTELIERS TO OVERCOME THE COVID-19 IMPACT

The hotel industry which supports the tourism industry, plays a crucial part in Malaysia’s economic development. Unfortunately, the outbreak of COVID-19 has caused the tourism industry to make huge losses, both locally and globally in terms of cancellation of all travel and tour activities, including accommodations. Many researchers have attempted to highlight the effects of COVID-19 pandemic on various sectors, however limited studies have been conducted to address how the hospitality industry can mitigate this situation to recover and revive the hospitality industry. Recent reported figures lack of empirical and academic underpinning. This paper aims to fill the gap. It is thus imperative to examine the measures being taken by hoteliers in order to overcome this unprecedented scenario. Therefore, this study’s aim is to highlight the measures taken by the hoteliers to overcome the impact of the ongoing COVID-19 pandemic in terms of staff employment, working terms and hotels’ loss of revenue. A qualitative research method was deemed appropriate to investigate this scenario. The data collection was founded based on the Grounded Theory approach and feedback was collected through semi-structured interviews among 15 staffs from the Food and Beverage, Accounts and Front Office departments which were selected using purposive sampling from five different hotels in Penang. The findings showed that all of the respondents have come to the agreement that the measures taken by their hotels to overcome the impact of the COVID-19 pandemic in terms of staff employment and work conditions were to lower the hotel operations costs. This was done by reducing the number of employees and reducing staffs’ salaries. Other measures taken by the hotel management to mitigate the pandemic’s impact include increasing room sales, venturing into other services, and extending bookings for events. The findings of this study have some practical implications for hoteliers as they can adopt similar strategies in their respective hotels as a means of coping with impact of the COVID-19 pandemic.

Pengaruh gaya kepemimpinan dan stres kerja terhadap kinerja karyawan RSU. Queen Latifa Yogyakarta

The purpose of this study was to empirically examine the effect of leadership style and work stress on employee performance at Queen Latifa General Hospital Yogyakarta. This type of research is quantitative research with causal associative design. The population of this study were permanent and contract employees at the front office of Queen Latifa General Hospital Yogyakarta. The number of samples in this study were 35 respondents. The data analysis method used is Multiple Regression Analysis, T Test (Partial), F Test (Simultaneous Significance Test), Coefficient of Determination Test (R2). The results of this study indicate that leadership style has a positive and significant effect on employee performance, while job stress has no effect on employee performance. The results of the F test obtained a calculated F value of 4.609 with a sig value of 0.017, which means that the independent variables have a simultaneous effect, although not significant. R Square value of 0.224 which means that employee performance is influenced by leadership style and work stress by 22.4%, while the remaining 77.6% is explained by other variables not examined in this study.