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.

Efektivitas Pemberian Alokasi Kamar pada Biro Perjalanan Wisata: Kasus di Hotel The Kuta Beach Heritage Bali

Despite the rapid development of online travel agents who market hotel rooms via the internet, traditional travel agencies also still play an important role in marketing and booking hotel rooms. As The Kuta Beach Heritage hotel still utilizes and uses room marketing channels through offline travel agencies. This study aims to determine the effectiveness of providing room allocation or room allocation to travel agents at The Kuta Beach Heritage Bali. The data used is secondary data in the form of production from each travel agency and given room allocation. While the primary data was obtained through interviews with various related parties at the hotel. Data were analyzed quantitatively and qualitatively. The results showed that the utilization of room allocation by the travel agency had not been maximized or had not been able to achieve the target given by the hotel, which was 60%. The practical implication of this research is the need for innovative efforts to increase the production of room nights by both hotels and travel agencies

Decomposing the Effect of Brand Image in Influencing Information Adoption: The Case of Online Travel Agents

The availability of information in the form of online reviews offered by online travel agents (OTAs) is playing an important role in the travel decisions of today’s consumer. Considering the huge amount of attention given to behavioral dimension in decision making literature and the popularity of the information adoption model, the present study aims at exploring the direct and indirect effect of information quality (IQ) and information credibility (IC) on attitude toward information usefulness (AT). The study specifically bridges the gap in the literature of information adoption by using brand image (BI) of the OTA as a mediator. The research also examines the subsequent effect of attitude toward information usefulness on information adoption (IA). Convenience sampling technique has been used to gather responses and structural equation modeling has been used to analyze the data. The results confirm the presence of partial mediation effect in the proposed relationships between IQ, IC, BI, and AT and posit a significant effect of attitude toward information usefulness on the adoption of information. The study concludes that it is imperative for marketers in the travel industry to understand that perception of their brand plays a very important role in positioning their information as a useful one.

Pengaruh Online Travel Agent terhadap Pemesanan Kamar di Hotel Mutiara Malioboro Yogyakarta

Technological developments and can change the mind and desires of guests in booking hotel rooms. Online travel agents are one of the most advanced products that are currently booming, and also for changes room reservation to be direct or go shows switching to using online travel agents. The purpose of this study was to know information why the guest booking room directly going to online travel agents, in order to improve the e-commerce effort of services to maintain guests while still choosing Mutiara Malioboro Hotel Yogyakarta as a place to stay. Research is an online travel agent that can increase hotel occupancy rates because they are accessible, efficient and effective at competitive prices, as well as hotel costs with sales costs, fees and employee usage fees. Management support in OTA is also needed in an effort to increase the number of orders through OTA.

Travelogy

The demand of travelling in Indonesia has risen at the rate of 30% since 2017. Currently, traveling requirements can be easily fulfilled by the presence of online medias such as Google, online travel agents, and Facebook. It has been successfully proven that these online media managed to assist Indonesians to fulfill their travelling needs, all the way from searching for travel destinations until hotels. However, the abundance of information and interesting benefits in every option is now a huge challenge in choosing the most suitable option for every people since it requires more time to consider all those options. Besides that, budget is also a main issue for travelers. Therefore, a platform that is able to offer solutions to solve the above-mentioned issues is needed. Travelogy is a platform in which the innovation in its business is customer driven. It provides one stop solution for every traveling needs to anybody who is interested on budget-traveling online.

The THE EFFECT OF SOCIAL MEDIA MARKETING AND ONLINE TRAVEL AGENTS TOWARDS THE BOOKING INTENTION OF HOTEL IN SURABAYA

Hotel occupancy rate in Surabaya experienced a declining since 2017 with the average room occupancy rate was 54% For hotel to be able to make a profit, occupancy rate must be at least 60%. As a result of this declining in occupancy, hotels in Surabaya begin to rely on e-commerce platforms as their marketing strategy to overcome this occupancy issues. Strategy that commonly used is by maximize the use of social media marketing and online travel agents. This research aims to discover whether social media marketing and Online travel agents have significant effects to the booking intention of hotel in Surabaya. This research sample uses the domestic people whoever use social media and online travel agents as a source to searching hotel information and booked a hotel room in Surabaya within a period of January 2019 to October 2019. Data research is collected by using a likert scale questionnaire that is distributed to 104 respondents. Then it proceeded by multiple linear regression similarity model with SPSS. The result shows that social media marketing has positive and significant effect towards the booking intention of hotel in Surabaya and online travel agents also has positive and significant effect towards the booking intention of hotel in Surabaya.

Web Scraping for Hospitality Research: Overview, Opportunities, and Implications

As consumers increasingly research and purchase hospitality and travel services online, new research opportunities have become available to hospitality academics. There is a growing interest in understanding the online travel marketplace among hospitality researchers. Although many researchers have attempted to better understand the online travel market through the use of analytical models, experiments, or survey collection, these studies often fail to capture the full complexity of the market. Academics often rely upon survey data or experiments owing to their ease of collection or potentially to the difficulty in assembling online data. In this study, we hope to equip hospitality researchers with the tools and methods to augment their traditional data sources with the readily available data that consumers use to make their travel choices. In this article, we provide a guideline (and Python code) for how to best collect/scrape publicly available online hotel data. We focus on the collection of online data across numerous platforms, including online travel agents, review sites, and hotel brand sites. We outline some exciting possibilities regarding how these data sources might be utilized, as well as discuss some of the caveats that have to be considered when analyzing online data.

DIMENSI KUALITAS PELAYANAN SEBAGAI UPAYA PENINGKATAN KEPUASAN PELANGGAN (Studi Pada Pelanggan Hotel X Semarang)

The problem in this study is the number of customer complaints at one of the Online Travel Agents (OTA) who stay at Hotel X Semarang which is allegedly caused by a condition between customer expectations and service quality. This study aims to analyze evidence of the physical effect (tangible), reliability, responsiveness, assurance, and empathy on customer satisfaction at Hotel X Semarang. The population in this study were customers at Hotel X Semarang with an unknown number. While the sampling technique used was purposive sampling with 96 respondents. From multiple linear regression analysis, the results shows that the variables of physical evidence (tangible), reliability, responsiveness, assurance and empathy have a positive and significant effect on customer satisfaction at Hotel X Semarang.Permasalahan dalam penelitian ini adalah banyaknya keluhan pelanggan pada salah satu Agen Perjalanan Online (OTA) yang menginap di Hotel X Semarang yang diduga disebabkan oleh kondisi antara harapan pelanggan dengan kualitas layanan. Penelitian ini bertujuan untuk menganalisis bukti pengaruh fisik (tangible), reliabilitas, daya tanggap, jaminan, dan empati terhadap kepuasan pelanggan di Hotel X Semarang. Populasi dalam penelitian ini adalah pelanggan Hotel X Semarang dengan jumlah yang tidak diketahui. Sedangkan teknik pengambilan sampel yang digunakan adalah purposive sampling dengan 96 responden. Dari analisis regresi linier berganda, hasil penelitian menunjukkan bahwa variabel bukti fisik, keandalan, daya tanggap, jaminan, dan empati berpengaruh positif dan signifikan terhadap kepuasan pelanggan di Hotel X Semarang.