PERAN KOMUNIKASI INTERPERSONAL FRONT OFFICE DALAM MENINGKATKAN PENGALAMAN TAMU DI ASIALINK HOTEL BY PRASANTHY BATAM

Authors

  • Olivia Diva Wulanda Program Studi Manajemen Devisi Kamar, Politeknik Pariwisata Batam
  • Andri Wibowo Politeknik Pariwisata Batam
  • Arina Luthfini Lubis Program Studi Manajemen Devisi Kamar, Politeknik Pariwisata Batam
  • Zahara Fatimah

DOI:

https://doi.org/10.59193/jmr.v3i1.287

Keywords:

Interpersonal communication, Hospitality, Guest experience

Abstract

This study discusses the critical role of interpersonal communication carried out by the front office team in enhancing the guest experience at the Asialink Hotel in Batam. Through qualitative research methods, data were collected via interviews and direct observations of both front office staff and hotel guests. The findings reveal that effective and friendly communication from the front office not only strengthens relationships with guests but also significantly contributes to guest satisfaction and loyalty. These results underscore the essential nature of communication skills within the hospitality industry and highlight their impact on service quality. The study suggests that management should prioritize training programs focused on enhancing these skills to improve overall guest experience. Furthermore, the front office staff demonstrated high levels of empathy, showing keen sensitivity to guest needs and a proactive approach to addressing complaints. Their supportive and positive attitudes were evident as they responded to guest concerns with spontaneity and clarity, using polite language and maintaining friendliness while providing information. The staff's ability to offer relevant supporting information further enhances guest experience. Additionally, the study found that the front office staff exhibited fairness and equality in their service delivery, ensuring that all guests received consistent, high-quality service without discrimination. This comprehensive approach to communication highlights its vital role in the success of the hospitality industry.

Downloads

Download data is not yet available.

References

Andriyatno, V. D., Lubis, A. L., & Fatimah, Z. (2023). The Influence of Internship on The Professionality of Students Departement of Room Division at Batam Tourism Polytechnic. Media Wisata, 21(2), 314–328. https://doi.org/10.36276/mws.v21i2.535

Anggraini, C., Ritonga, D. H., Kristina, L., Syam, M., & Kustiawan, W. (2022). Komunikasi Interpersonal. Jurnal Multidisiplin Dehasen (MUDE), 1(3),337–342. https://doi.org/10.37676/mude.v1i3.2611

Creswell, J. W. (2017). Research design: Qualitative, quantitative, and mixed methods approaches (4th ed.). Sage Publications Ltd.

Estikowati, E. (2016). Pentingnya Komunikasi Dalam Upaya Meningkatkan Kepuasan Tamu Di Hotel Tugu Malang. Jurnal Pariwisata Pesona, 1(1), 1–12. https://doi.org/10.26905/jpp.v1i1.367

Gani, J. (2014). Pengaruh Hambatan Komunikasi terhadap Kinerja Karyawan Hotel Midtown Surbaya. Jurnal E-Komunikasi 2 (1).

Happy Mefri, Y. dan Y. (2015). Pengaruh Kualitas Pelayanan Karyawan Front Office Terhadap Kepuasan Tamu Menginap. Universitas Negeri Padang, 7(1), 37–72.

Harapan, E., Pd, M., Ahmad, S., & MM, D. (2022). Komunikasi antarpribadi: Perilaku insani dalam organisasi pendidikan. PT. RajaGrafindo Persada-Rajawali Pers.

Lubis, A. L., Gunawan, A. A., & Wardhani, G. S. (2023). Implikasi Program Pengembangan Karir Terhadap Produktivitas Karyawan di Hotel HS Batam. Jurnal Manajemen Rekayasa Dan Inovasi Bisnis, 2(1), 1–11. Retrieved from https://journal.iteba.ac.id/index.php/jmrib/article/view/143

Lubis, A. L., Supardi, Fatimah, Z., & Wibowo, A. (2024). Sosialisasi Ilmu Pengetahuan Hospitality Agar Menjadi Hotelier Profesional Di SMAN 19 Batam. JURNAL KEKER WISATA, 2(2), 224–236. https://doi.org/10.59193/jkw.v2i2.261

Parantika, A., & Irawan, D. C. (2021). Analisa Kreativitas Up Selling Sebagai Bagian Tugas Dan Tanggung Jawab Server Di Sofia Restaurant The Gunawarman Luxury Residence Jakarta Selatan. Jurnal Sains Terapan Pariwisata, 6(1), 35-44.

Putri, M., Andri Wibowo, & Luthfini Lubis, A. (2024). IMPLEMENTASI PELATIHAN KERJA DALAM MENANGANI GUEST COMPLAINT PADA FRONT OFFICE DI OS HOTEL TANJUNG UNCANG. JURNAL MEKAR, 3(1), 6–13. https://doi.org/10.59193/jmr.v3i1.285

Putri, S. P. A., Wibowo, A., & Lubis, A. L. (2023). ANALISIS PENGARUH KINERJA PENGAWAS KAMAR TERHADAP KEPUASAN TAMU DI HOTEL PACIFIC PALACE BATAM. JURNAL MATA PARIWISATA, 2(1), 29–33. https://doi.org/10.59193/terapan_pariwisata_5

Sagala, R., Lubis, A., & ., S. (2023). The Effect of The Work Environment on Front Office Employees' Performance at The Pacific Palace Hotel Batam. Jurnal Manajemen Pelayanan Hotel, 7(2), 798-822. doi:10.37484/jmph.070211

Sandra, T. A., Ervina, E., & Maulida, R. G. (2023). Preferensi Dan Pengalaman Tamu Menginap Di Hotel. 07(02), 1–13.

Sayin, K. (2018). The Effect Of Communication Problems On Productivity In Hotel Operations: A Qualitative Application. How to Cope With Disrupted Times, 1020. Association of Economists and Managers of the Balkans, Belgrade, Serbia; Faculty of Management Koper, Slovenia; Doba Business School - Maribor, Slovenia; Integrated Business Faculty - Skopje, Macedonia; Faculty of Management - Zajecar, Serbia. https://doi.org/10.31410/EMAN.2018.1020

Sugiarto, Endar. (2004). Operasional Kantor Depan Hotel (Hotel Front Office Operationals). Jakarta: Gramedia

Susnita, T. A. (2020). Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan pada Hotel Libra Kadipaten Kabupaten Majalengka. Juripol (Jurnal Institusi Politeknik Ganesha Medan), 3(1), 73–84. https://doi.org/10.33395/juripol.v3i1.10485

Suzatri, A. (2020). Pengaruh Komunikasi, Komitmen Organisasi dan Lingkungan Kerja Terhadap Kinerja Karyawan PT. POS Indonesia (PERSERO) Palembang. UIN Raden Fatah Palembang.

Yosep, H., & Syaiful Ade Septemuryantoro. (2023). Upaya Komunikasi Untuk Meningkatkan Kualitas Pelayanan Di Front Office Department All Stay Hotel Semarang. Jurnal Sains Terapan Pariwisata, 8(3), 187–196. https://doi.org/10.56743/jstp.v8i3.274.

Downloads

Published

2024-08-28

How to Cite

Wulanda, O. D., Andri Wibowo, Lubis, A. L., & Fatimah, Z. (2024). PERAN KOMUNIKASI INTERPERSONAL FRONT OFFICE DALAM MENINGKATKAN PENGALAMAN TAMU DI ASIALINK HOTEL BY PRASANTHY BATAM. JURNAL MEKAR, 3(1), 19–24. https://doi.org/10.59193/jmr.v3i1.287

Issue

Section

VOL. 3. NO. 1. APRIL 2024

Similar Articles

1 2 > >> 

You may also start an advanced similarity search for this article.