ANALISIS KINERJA RESEPSIONIS DALAM LAYANAN TAMU DI FRONT OFFICE DEPARTMENT HOTEL SAHID SURABAYA

LUSIA FEBRIYANI

Abstract


Abstrak


Perkembangan teknologi, sosial, dan budaya menimbulkan banyak perusahaan yang didirikan untuk mencapai tujuan tertentu dalam memenuhi kebutuhan manusia. Perusahaan yang bergerak di bidang jasa pelayanan salah satunya adalah perhotelan. Dalam penciptaan kepuasan tamu, hotel harus dapat meningkatkan kualitas hotel dengan kinerja pegawai. Kinerja yang baik dari resepsionis hotel mempunyai peranan besar dalam industri jasa seperti hotel.


Tujuan penelitian ini untuk menganalisis kinerja resepsionis dalam layanan tamu di front office department Hotel Sahid Surabaya. Jenis penelitian adalah deskriptif kualitatif. Subjek dalam penelitian sebanyak 5 orang resepsionis serta tamu sebanyak 6 orang di Hotel Sahid Surabaya. Teknik analisis data dalam penelitian ini menggunakan model Miles & Huberman dengan menggunakan triangulasi sumber. Hasil penelitian ini adalah kinerja resepsionis dalam layanan tamu di front office department Hotel Sahid Surabaya sudah sesuai dengan teori penilaian kinerja resepsionis oleh tamu yang meliputi pengetahuan kerja, kuantitas pekerjaan, kualitas kerja, inisiatif, dan layanan tamu oleh resepsionis Hotel Sahid Surabaya.


Kata kunci: kinerja resepsionis, layanan tamu


 


Abstract


Technology, social, and cultural development nowadays encourages the emergences of companies aiming to provide service for human beings. One kind of those companies is companies running hotels. In order to satisfy their guests, hotels are expected to be able to increase the quality of their staffs’ performances, such as the quality of receptionists’ at the hotel front office. Good performances given by the receptionists to their guests have significant role.


The purpose of this study was to analyze the performance of guest service receptionist in the front office department at Hotel Sahid Surabaya. The design of the present research is descriptive qualitative. The subjects observed in this study are 5 receptionists and 6 guests at Hotel Sahid Surabaya. This research uses a model of Miles & Huberman using triangulation as the data analysis techniques. The results of this research is the performance of the receptionist in the front office at the guest services department Sahid Hotel Surabaya are in accordance with the theory of reception by a performance assessment that includes knowledge of work, quantity of work, quality of work, initiative, and guest service by the receptionist Hotel Sahid Surabaya.


Keywords: performance of receptionist, guest service


Full Text: DOCX

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