HUBUNGAN LOBBY AMBASSADOR DAN KUALITAS PELAYANAN TAMU VIP DI DEPARTEMEN FRONT OFFICE PADA HOTEL GRAND HYATT JAKARTA
Main Article Content
Abstract
This study aims to determine the relationship between the Ambassador Lobby and VIP
guest service quality in the front office department at the Grand Hyatt Jakarta hotel in terms
of the 5 dimensions of service quality, namely: tangibles, reliability, responsiveness, empathy.
(emphaty), and assurance (assurance). This type of research is descriptive with the method of
job analysis. For this job analysis method using a data collection process that analyzes a job
or activity directly. This data collection technique is carried out by coming directly, and
observing and analyzing it yourself. Based on the results of the research and discussion, it can
be seen that the Ambassador Lobby is related to the quality of service for VIP guests at the
Grand Hyatt Jakarta hotel. The author uses descriptive research methods and quantitative
approaches and is processed using the Validity Test, Reliability Test, and Spearman's Rank
Correlation Test, whereby using this research method it will be known that there is a significant
relationship between variables (X) and variable (Y) to be studied so that it makes conclusions
that will clarify the description of the object under study. The conclusion of this study is that
the Ambassador Hotel Grand Hyatt Jakarta Lobby has many advantages, behind these
advantages there are also disadvantages. However, these deficiencies can be minimized by
improving services for VIP guests at the Grand Hyatt Jakarta hotel
Downloads
Article Details
References
Yogyakarta: ANDI.
Nugraha, Cisya Dewantara. 2019. “Ten
Common Customer Complaints.”
Nur’aini, F. (2020). Standart Operating
Procedure Cara Praktis dan Efektif
Menerapkan SOP di Segala Macam Bisnis
(1st ed.). Yogyakarta: QUADRANT.
Fatihudin, Didin dan Anang Firmansyah.
2019. Pemasaran Jasa. Yogyakarta:
Deepublish.
Ardianto, E. (2011). Metodologi penelitian
untuk public relations kuantitatif dan
kualitatif. Simbiosa rekatama media.
Dr. Adi Soenarno, MBA., “Front Office
Management”, Yogyakarta: Andi, 2006
Sugiyono. 2016. Metode Penelitian
Pendidikan (Pendekatan Kuantitatif,
Kualitatif, dan R&D). Bandung:
Alfabeta.
Akhir, T., Wardana, I. P. S., Pariwisata, J.,
& Bali, P. N. (2022). PENANGANAN
BARANG BAWAAN TAMU SAAT
CHECK IN.
Amin, N. F., Garancang, S., & Abunawas,
K. (2023). Konsep Umum Populasi
dan Sampel dalam Penelitian. Jurnal
Pilar, 14(1), 15–31.
Andi Riyanto. (2018). Pengaruh Kualitas
Pelayanan dan Price Discount
Terhadap Kepuasan Pelanggan.
Kepuasan Pelanggan, 10–27.
Burch dan Grudnitski dalam (Fauzi,
2017:19-21). (2019). Pengertian
Kualitas. Journal of Chemical
Information and Modeling, 53(9),
1689–1699.
Coker, C., Greene, E., Shao, J., Enclave, D.,
Tula, R., Marg, R., … Tang, S. (2018).
Retrieved from
http://www.tfd.org.tw/opencms/englis
h/about/background.html
Fitria. (2013). Sugiyono, 2017:60. Journal
of Chemical Information and
Modeling, 53(9), 1689–1699.
Hamidi, M., & Raflah, W. J. (2019).
STANDARD OPERATING
PROCEDURE (SOP)
PENERIMAAN TAMU (Studi Kasus
Politeknik Negeri Bengkalis).
Harwindito, B., & Khairulizza, A. (2021).
Pengaruh Standar Operasional
Prosedur Terhadap Kinerja Karyawan
Di Front Office Department Hotel the
Gunawarman Luxury Residence.
Jurnal Pendidikan Dan Perhotelan
(JPP), 1(1), 16–24.
Icam Sutisna. (2020). Statistika Penelitian.
Universitas Negeri Gorontalo,
(April), 1–15.
Andi Riyanto. (2018). Pengaruh Kualitas
Pelayanan dan Price Discount
Terhadap Kepuasan Pelanggan.
Kepuasan Pelanggan, 10–27.
Icam Sutisna. (2020). Statistika Penelitian.
Universitas Negeri Gorontalo,
(April), 1–15.
Mahmudi, wildan A., & ZA, Z. (2015).-3.
Rahmadi Islam. (2018). No.13-1
Sampling, A., & Kunci, K. (n.d.).
STEI INDONESIA. (2017). Bab iii
metoda penelitian 3.1. Bab III Metoda
Penelitian, Bab iii me, 1–9.
Teni, & Agus Yudiyanto. (2021).
Pengaruh Motivasi Belajar Terhadap
Hasil Belajar Siswa Kelas VII SMP
Negeri 2 Kedokan Bunder Kabupaten
Indramayu. Jurnal Pendidikan
Indonesia, 2(1), 105–117.
Utami, S. (2019). Pengaruh Motivasi Dan
Pelatihan Program Kelompok Usaha
Bersama pada Pelaku Usaha Kecil
Menengah dalam Menangani Tingkat
Kemiskikan di Kecamatan Kanigaran
Kota Probolinggo. Skripsi, 8(9), 1–
58.
Wicaksana, A., & Rachman, T. (2018).
Angewandte Chemie International
Edition, 6(11), 951–952., 3(1), 10–27.
Retrieved from
https://medium.com/@arifwicaksanaa
/pengertian-use-case-a7e576e1b6bf
Zikmund, 2017. (2021). Bab Iii
Metodologi Penelitian Kualitatif.
Nuevos Sistemas de Comunicación e
Información, 2013–2015