KUALITAS PELAYANAN GUEST SERVICE AGENT TERHADAP TAMU REPATRIASI PADA MASA PANDEMI DI ALOFT SOUTH JAKARTA

ADINDA YUSSFI ARIANY, . (2022) KUALITAS PELAYANAN GUEST SERVICE AGENT TERHADAP TAMU REPATRIASI PADA MASA PANDEMI DI ALOFT SOUTH JAKARTA. Diploma thesis, UNIVERSITAS NEGERI JAKARTA.

Text Tugas Akhir Adinda Yussfi FIX.pdf Restricted to Registered users only Download (2MB)

Abstract

Kualitas pelayanan adalah sebuah elemen penting yang dilakukan terhadap perusahaan jasa agar terciptanya kepuasan terhadap konsumen. Sejak awal tahun 2020 indonesia digemparkan oleh masuknya wabah virus Covid-19 yang mengakibatkan turunnya industri perhotelan. Dalam menanggulangi hal tersebut dialih fungsikannya hotel menjadi hotel repatriasi untuk melakukan karantina bagi para pelaku perjalanan luar negeri. Penelitian tugas akhir ini dilakukan untuk mengetahui kualitas pelayanan guest service agent dalam memberikan pelayanan kepada tamu repatriasi selama masa pandemi di Aloft South Jakarta. Penulisan ini dilakukan dengan menggunakan metode kualitatif dengan melakukan pengumpulan data berdasarkan hasil dari wawancara, observasi dan studi pustaka. Dengan mengunakan teknik analisa data deskriptif analisis berdasarkan prinsip 5 dimensi pelayanan sebagai tolak ukur untuk penilaian sebuah pelayanan. Serta mengunakan landasan teori mengenai guest service agent dan kualitas pelayanan sebagai dasar teori dari penilitian yang dilakukan. Hasil penelitian menunjukan bahwa hotel Aloft South Jakarta dapat memberikan pelayanan sesuai dengan standar operasional prosedur yang sudah ditentukan. Dalam pelayanan terdapat perpedaan pelayanan yang diberikan guest service agent terhadap tamu karantina dan tamu non karantina. Namun, dari perbedaan pelayanan yang diberikan tidak menurunkan kualitas pelayanan yang diberikan guest service agent terhadap para tamu di Aloft South Jakarta. *********************************************************** Service quality is an important element for service companies in order to create customer satisfaction. Since the beginning of 2020, Indonesia has been shocked by the entry of the Covid-19 virus outbreak which has resulted in a decline in the hospitality industry. In dealing with this, the hotel has been converted into a repatriation hotel to carry out quarantine for foreign travelers. This final project research was conducted to determine the service quality of guest service agents in providing services to repatriated guests during the pandemic at Aloft South Jakarta. This writing was carried out using qualitative methods by collecting data based on the results of interviews, observations and literature studies. By using descriptive data analysis techniques analysis based on the principle of 5 dimensions of service as a benchmark for the assessment of a service. As well as using the theoretical basis regarding guest service agents and service quality as the theoretical basis for the research conducted. The results show that the Aloft South Jakarta hotel can provide services in accordance with the standard operating procedures that have been determined. In the service, there are different services provided by the guest service agent to quarantine guests and non-quarantine guests. However, the difference in services provided does not reduce the quality of service provided by guest service agents to guests at Aloft South Jakarta.

Item Type:	Thesis (Diploma)
Additional Information:	1). Heryanti Utami, SST.Par., MM.Par.
Subjects:	Ilmu Sosial > Pariwisata
Divisions:	FIS > D IV Usaha Perjalanan Wisata
Depositing User:	sawung yudo
Date Deposited:	08 Oct 2024 01:18
Last Modified:	08 Oct 2024 01:18
URI:	http://repository.unj.ac.id/id/eprint/51383

Actions (login required)

View Item