Developing front office service as benchmarking at Discovery Kartika Plaza Hotel

The purpose of this research is to know the implementation of service attributes and the benchmark of Front Office Department at Discovery Kartika Plaza Hotel to develop the services quality in front office department. The method of the data collection applied for this research are participant observation, interview, questionnaire, guests comment and documentation. This research used 30 respondents of front office staffs and the data was analyzed qualitative descriptively. The result of the study identified that, the implementation of service attributes in all sections in front office department is very good and all sections have score more than 4,0. The benchmark is Guest Service Agent with average score 4.95 or 20.89%. The lowest section is Telephone Operator with average score 4.43 or 18.69% because during working not care with SOP, not implement the service attribute so well, and the staffs have less knowledge on IT. The front office department should do the improvement and development on the service quality and the attitude of the staff. As the benchmark, the Gust Service Agent has done many ways to improve the service quality. The best way to improve the service quality, the hotel can use the benchmark as the standard to find the best strategy and technic how to improve and develop the service quality of the front office department at Discovery Kartika Plaza Hotel. The Guest Service Agent as the benchmark in front office department should be maintain their service as standard of the other sections to develop the service quality in the front office department at Discovery Kartika Plaza Hotel.

ANALISIS KUALITAS MAKANAN KARYAWAN DI ROCKY PLAZA HOTEL PADANG

Penelitian ini berjudul Analisis Kualitas Makanan Karyawan di Rocky Plaza Hotel Padang. Tujuan dari penelitian ini adalah untuk mengetahui kualitas makanann karyawan di Rocky Plaza Hotel Padang. Kualitas makanan merupakan komponen terpenting dan utama yang harus diperhatikan, karena adanya kualitas makanan yang baik akan berdampak positif pada persepsi karyawan. Penelitian ini dilatar belakangi dengan adanya keluhan-keluhan karyawan yang menikmati makanan di kantin Rocky Plaza Hotel Padang. Adapun keluhan yang dapat ditemukan peneliti adalah salah satunya yaitu karyawan mengatakan bahwa makanan yang dihidangkan tidak variatif dari segi warna, penampilan, dan lain sebagainya. Penelitian ini merupakan penelitian deskriptif kuantitatif dengan metode survey. Jumlah sampel dalam penelitian ini adalah 91 responden. Cara pengambilan sampel dengan menggunakan teknik probability sampling. Jenis probability sampling yang digunakan adalah stratified random sampling. Data dikumpulkan menggunakan kuisioner atau angket dengan menggunakan skala likert. Teknik analisis data dilakukan dengan menggunakan program komputer SPSS versi 20.00. Hasil penelitian ini menunjukkan bahwa: Kualitas makanan berada pada kategori kurang setuju dengan nilai persentase 40,6% yang artinya kualitas makanan yang diberikan ke karyawan di Rocky Plaza Hotel Padang sudah cukup dan sesuai dengan keinginan dan harapan dari karyawan itu sendiri.Kata kunci: Kualitas Makanan, Rocky Plaza Hotel Padang

Strategi Bauran Pemasaran Wedding Package untuk Meningkatkan Jumlah Penyelenggaraan Wedding Event di Discovery Kartika Plaza Hotel

The target of wedding events at Discovery Kartika Plaza Hotel in 2018 and 2019 cannot be achieved. The right marketing mix strategy of wedding package can be used to increase the number of wedding events. This research used documentation study methods as well as interviews. Then use qualitative descriptive data analysis techniques to be analyzed using SWOT matrix analysis with 4P marketing mix (product, price, place and promotion). SWOT analysis compares between external factors that are opportunities and threats with internal factors that are strengths and weaknesses that produce four alternative components of strategy namely SO, ST, WO, and WT. Based on the research that has been done, Discovery Kartika Plaza Hotel offers wedding ceremony package and supported with 5 wedding dinner venues with outdoor concept in the form of garden beach view and has 1 ballroom but does not have chapel as an attraction. Wedding package prices offered to prospective couples are quite competitive with competitors but do not yet have prices for weekdays, weekends, low season and high season which are considered quite detrimental. It has two kinds of distribution channels namely direct distribution (internet, social media, telephone, and e-mail) and indirect distribution through third parties.

PENGARUH TANGIBLE DAN RESPONSIVENESS TERHADAP KEPUASAN PELANGGAN PADA GARUDA PLAZA HOTEL MEDAN

Abstrak Penelitian ini bertujuan untuk mengetahui pengaruh tangible dan responsiveness terhadap kepuasan pelanggan pada Garuda Plaza Hotel Medan. Penelitian ini menggunakan metode kuantitatif dengan teknik pengambilan sampel menggunakan teknik Simple Random Sampling, dengan jumlah sampel sebanyak 100 orang yang pernah menginap di Garuda Plaza Hotel Medan. Teknik pengumpulan data dalam penelitian ini dilakukan dengan cara menyebarkan kuesioner yang pengukurannya dengan skala likert dan diolah secara statistik menggunakan analisis regresi linear berganda dan pengujian hipotesis dengan uji F, uji t dan koefisien determinasi yang sebelumnya data telah diuji menggunakan uji validitas, uji reliabilitas dan uji asumsi klasik. Pengolahan data menggunakan program SPSS 21.0 for windows. Secara parsial tangible dan responsiveness berpengaruh positif dan signifikan terhadap kepuasan pelanggan pada Garuda Plaza Hotel Medan. Berdasarkan hasil penelitian menunjukkan bahwa variabel tangible dan responsiveness secara simultan berpengaruh terhadap kepuasan pelanggan. Hal ini terlihat dari nilai Fhitung > Ftabel (41,482 > 3,09) dan nilai signifikannya 0,000 < 0,05. Uji koefisien determinasi menunjukkan nilai sebesar 0,461 yang berarti bahwa tangible dan responsiveness berpengaruh terhadap kepuasan pelanggan sebesar 46,1% sedangkan sisanya dipengaruhi oleh variabel lain. Kata Kunci: tangible, responsiveness, kepuasan pelanggan. Abstract This study aims to determine the effect of tangible and responsiveness on customer satisfaction at Garuda Plaza Hotel Medan. This studi uses quantitative methods with sampling techniques using simple random sampling techniques, with a total sample of 100 people who have stayed at Garuda Plaza Hotel Medan. Data collection techniques in this study were carried out by distributing questionnaires which were measured with a likert scale and processed statistically using multiple linear regression analysis and testing hypotheses with the F test, t test and coefficient of determination before the data had been tested using validity, reliability and test classical assumption. Data processing using SPSS 21.0 for windows. Partially tangible and responsiveness have a positive and significant effect on customer satisfaction at Garuda Plaza Hotel Medan. Based on the result of the study indicate that tangible and responsiveness variables simultaneously affect customer satisfaction. This can be seen from the value of Fcount > Ftable (41,482 > 3,09) and the significance value is 0,000 < 0,05. The coefficient of determination test shows a value of 0,461 which menas that tangibility and responsiveness affect customer satisfaction by 46,1% while the rest is influenced by other variables. Keywords: tangible, responsiveness, customer satisfaction.

Analisis Susunan Menu Karyawan Di Rocky Plaza Hotel Padang

Artikel ini disusun menggunakan jenis penelitian kuantitatif dengan metode survei bertujuan untuk mengetahui penilaian terhadap susunan menu karyawan di Rocky Plaza Hotel Padang. Populasi dalam penelitian ini berjumlah 118 orang. Penelitian ini melibatkan 91 orang sebagai sampel, yang dipilih menggunakan teknik probability sampling. Data didapatkan dengan berkomunikasi secara tidak langsung menggunakan kuisioner (angket) dengan menggunakan skala likert, angket juga telah diuji validitas serta realibilitasnya terlebih dahulu. Penelitian ini menggunakan analisis deskriptif dalam pengolahan data dan diperoleh gambaran sebaran frekuensi data mencakup nilai maksimal dan minimal, median, mean, standar deviasi serta nilai tingkat pencapaian responden. Berdasarkan penelitian, didapat hasil sebagai berikut: Variabel susunan menu dikategorikan sangat baik dengan persentase 54,9%, Indikator standar porsi dikategorikan sangat baik dengan persentase 60,43%, Indikator standar resep dikategorikan sangat baik dengan persentase 57,14%, Indikator standar bumbu dikategorikan sangat baik dengan persentase 57,14%, Indikator standar kualitas dikategorikan sangat baik dengan persentase 54,94%.

Pengelolaan Karyawan di Rocky Plaza Hotel Padang Pada Saat Covid-19

Penelitian ini bertujuan untuk mengetahui bagaimana pengelolaan karyawan di Rocky Plaza Hotel Padang pada saat covid-19 dilihat dari kompensasi, kedisiplinan, dan pemberhentian. Jenis penelitian ini adalah penelitian deskriptif dengan data kualitatif. Pengumpulan data dilakukan dalam beberapa cara ialah wawancara dan observasi. Peneliti dalam hal ini langsung melakukan wawancara secara langsung dengan pihak Rocky Plaza Hotel Padang dengan informan adalah human resources department. Berdasarkan dari hasil wawancara maka disimuplkan bahwa kompensasi karyawan dibayarkan 50% dari biasanya, kedisiplinan dilakukan oleh human resources departmen dengan mematuhi protokol kesehatan serta tidak adanya pemberhentian kerja pada saat covid-19 di Rocky Plaza Hotel Padang

Analisis Informasi Akuntansi Penuh Dalam Penentuan Tarif Kamar Guna Mendukung Pencapaian Target Laba Pada Garuda Plaza Hotel Medan

This research was conducted to find out whether there is an accounting information system that is suitable for room rates are effective or not in supporting the achievement of profit targets as well as the method of selecting room selling prices at Garuda Plaza Hotel Medan. The form of research used in this research is descriptive research by obtaining qualitative, while data collection techniques are based on interviews, documentation, and literature. The data analysis technique used is descriptive data analysis by describing and interpreting data obtained from the field and interviews with the Accounting, Internal Control, and HRD sections. Data obtained from interviews and documents are collected, compiled, interpreted, and analyzed so as to provide complete information to solve problems that require. The results of this study indicate the facts about complete accounting information in the process of determining the selling price of room rates at Garuda Plaza Hotel Medan. In calculating the full accounting of Garuda Plaza Hotel using the cost-plus pricing method, the full costing approach. In the cost-plus pricing method, the full costing approach shows differences in the calculation. The difference lies in the estimated full costs, calculation of expected earnings, mark-up calculations, and selling price calculations. Hotels have a special method of determining rates.

Pengaruh Motivasi Kerja Terhadap Disiplin Kerja Karyawan Di Rocky Plaza Hotel Padang

This study aims to determine the effect of work motivation on employee work discipline at Rocky Plaza Hotel Padang..1.This type of research is descriptive quantitative research with causal methods. The population in this study were all employees at Rocky Plaza Hotel Padang. The research sample amounted to 54 employees using.1.the sampling technique is the proportionate stratified random sampling technique..1.Data collection techniques are carried out by using a questionnaire (questionnaire) with a Likert scale that has been tested for validity and reliability. Data were analyzed by simple linear regression testing through.1.the help of the SPSS Computer Program version 16.00. the results of the study show: 1) Work Motivation employees at Rocky Plaza Hotel Padang are in the good category (74.07%). 2) Employee Discipline is in a very good category (59.26%). 3) R Square 0.155 and a significance value of 0.03 which means that.1.there is a significant effect between work motivation on work discipline of 15.5% while the remaining 84.5% is influenced by other factors.

Pengaruh Kepemimpinan General Manager Terhadap Disiplin Kerja Karyawan Di Rocky Plaza Hotel Padang

This research originated from the observations of researchers when doing the experience of the industrial field in Rocky Plaza Hotel Padang, ehere there are still problems with the work dicipline of employees and the leadership of the general manager. This study aims to determine the effect of general manager leadership on employee work dicipline in Rocky Plaza Hotel Padang This type of research is quantitative with associative causal method. The study population was Rocky Plaza Hotel Padang employees totaling 54 people. The sampling technique in this study uses a non-probability sampling technique, while the type of non-probability used is proportionte stratified random sampling. The data in this study uses primary data for both variables obtained dirctly from employees through a questionnaire compiled based on the likert scale which has been tested for validity an reliability. data analysis technique in this study used regression test with the help of SPSS version 24.00 The results of the study show that: (1) the leadership of the general manager is in the good category of 50%. (2) the work dicipline is in the good category of 50%. (3) the results of the simple linear regression hypothesis test obtained F 15.605 with sig 0,000<0,05. Then the general manager leadership variable can explain the varible work dicipline of employees at 23,1% and 76,9% influenced by other factors. Obtained t value of 3.950 with traf sig 0,000<0,05. Then there is a significant influence between the two variabels. Then obtained a lnear regression coefficient of 0,517 with a sig value of 0,000<0,05 . meaning that every increase in a general manager leadership unit will increase 0.517 work dicipline of Rocky Plaza Hotel Padang.

PENGALAMAN KERJA, PRESTASI KERJA, DAN LOYALITAS KARYAWAN BERPENGARUH TERHADAP PROMOSI JABATAN PADA PRIME PLAZA HOTEL

Promosi jabatan merupakan suatu perpindahan di dalam suatu organisasi dari satu posisi ke posisi lainnya yang melibatkan peningkatan upah maupun maupun status. Penelitian ini bertujuan untuk menganalisis pengaruh pengalaman kerja, prestasi kerja, dan loyalitas karyawan terhadap promosi jabatan. Penelitian dilakukan di Prime Plaza Hotel Sanur, dengan Simple Random Sampling, sebanyak 79 responden. Pengumpulan data melalui wawancara dan penyebaran kuesioner. Teknik analisis data yang digunakan adalah analisis regresi linier berganda. Hasil penelitian menunjukkan bahwa pengalaman kerja berpengaruh positif dan signifikan terhadap promosi jabatan, prestasi kerja berpengaruh positif dan signifikan terhadap promosi jabatan, dan loyalitas karyawan berpengaruh positif dan signifikan terhadap promosi jabatan. Upaya meningkatkan promosi jabatan pada karyawan, pemimpin hendaknya mampu memberikan keadilan didalam memberikan promosi jabatan sehingga karyawan merasa bangga, nyaman, dan setia terhadap perusahaannya serta mampu membuat karyawan tersebut meningkatkan kinerjanya dan memperoleh pengalaman yang lebih banyak. Kata kunci : Loyalitas Karyawan, Pengalaman Kerja, Prestasi Kerja, Promosi Jabatan