HANNA NUR SALSABILLA, . (2022) OPTIMALISASI KUALITAS PELAYANAN FRONT OFFICE MELALUI GUEST VOICE DI SHERATON GRAND JAKARTA GANDARIA CITY HOTEL. Diploma thesis, UNIVERSITAS NEGERI JAKARTA.
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Abstract
Penulisan Tugas Akhir ini dilakukan untuk mengetahui mengenai optimalisasi kualitas pelayanan front office melalui guest voice di Sheraton Grand Jakarta Gandaria City Hotel. Diadakannya pengoptimalisasian pada kualitas pelayanan pada front office sangat penting di hotel untuk bertujuan memiliki seberapa jauhkah kualitas pelayanan di front office pada setiap bulan dan juga setiap tahun. Pengumpulan data – data didalam penelitian ini dilakukan dengan cara observasi, wawancara, dan studi pustaka. Berdasarkan penelitian yang telah dilakukan menunjukan agar tamu merasa puas berada di hotel jika kualitas pelayanan yang diberikan kepada tamu sepadan dengan apa yang diharapkan oleh tamu, tamu akan merasa puas dengan apa yang diterima oleh tamu maka akan berpengaruh besar terhadap penilaian guest voice didalam platform Medallia di Sheraton Grand Jakarta Gandaria City Hotel. Mengoptimalisasi kualitas pelayanan front office melalui guest voice di Sheraton Grand Jakarta Gandaria City Hotel memiliki beberapa tahapan yaitu dimulai dari memberikan snack amenities didalam kamar, courtesy call saat inhouse, courtesy saat check-out, dan snack amenities atau souvenir farewell untuk tamu pada saat check-out ********************************************* The writing of this final project was conducted to find out about optimizing the quality of front office services through guest voice at the Sheraton Grand Jakarta Gandaria City Hotel. Optimizing the quality of service at the front office is very important in the hotel to aim at how far the quality of service at the front office is every month and also every year. The data collection in this study was carried out by means of observation, interviews, and literature study. Based on the research that has been done, it shows that guests feel satisfied being at the hotel if the quality of service provided to guests is commensurate with what is expected by guests, guests will feel satisfied with what is received by guests, it will have a major effect on guest voice ratings on the Medallia platform at Sheraton Grand Jakarta Gandaria City Hotel. Optimizing the quality of front office services through guest voice at the Sheraton Grand Jakarta Gandaria City Hotel has several stages, starting from providing snack amenities in the room, courtesy calls during in-house, courtesy at check-out, and snack amenities or farewell souvenirs for guests at check-in. out.
| Item Type: | Thesis (Diploma) |
|---|---|
| Additional Information: | 1). Heryanti Utami, S.ST.Par M.M.Par |
| Subjects: | Ilmu Sosial > Pariwisata |
| Divisions: | FIS > D IV Usaha Perjalanan Wisata |
| Depositing User: | sawung yudo |
| Date Deposited: | 15 Oct 2024 03:57 |
| Last Modified: | 15 Oct 2024 03:57 |
| URI: | http://repository.unj.ac.id/id/eprint/51551 |
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