Hamonangan, Samuel Richard (2018) Peran model servuction system dalam kepuasan tamu pada hotel ABC Jakarta. Masters thesis, Universitas Pelita Harapan.
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Abstract
This paper aims to examine the implementation of servuction system at Hotel ABC Jakarta, its advantages in supporting guest satisfaction, and obstacles faced by ABC Hotel Jakarta in its effort to satisfy its guest. The analytical approach used in this paper uses the theory of servuction system, there are two main parts namely the backstage and front-stage. These two parts support each other to provide services to guests, the backstage provide services that can not be seen by the guests while the front-stage provides services that can be seen and interact directly with the guests. The data was collected using interviews with several ABC Jakarta hotel employees, literature and secondary data taken from the site of independent guest satisfaction ratings. The data taken are analyzed and summarized in this paper. The results of this study revealed that the hotel using information system in the application of servuction system, thus both parts can be connected, the benefits found is that the servuction system can help in providing complete services, as well as a tool for management in analyzing problems and continuous improvement, constraints faced is a high turnover of employees due to the growth rate of competing hotels, so regular and systematic training and supportive work environments and competitive compensation are required to withstand high employee turnover. / Makalah ini bertujuan untuk mengkaji penerapan servuction system pada Hotel ABC Jakarta, manfaat – manfaatnya dalam menunjang kepuasan tamu, serta kendala yang dihadapi hotel ABC Jakarta dalam usahanya untuk memberikan kepuasan kepada para tamunya. Pendekatan analisis yang digunakan dalam makalah ini menggunakan teori servuction system, terdapat dua bagian utama yaitu bagian backstage dan frontstage. Kedua bagian ini saling menunjang untuk memberikan pelayanan kepada tamu, bagian backstage memberikan pelayanan yang tidak dapat dilihat oleh para tamu sedangkan bagian front-stage memberikan pelayanan yang dapat dilihat dan berinteraksi langsung dengan para tamunya. Pengumpulan data dilakukan menggunakan wawancara dengan beberapa karyawan hotel ABC Jakarta, kepustakaan dan data sekunder yang diambil dari situs peringkat kepuasan tamu independen. Data yang diambil dianalisa dan dirangkumkan dalam tulisan ini. Hasil kajian mengungkapkan bahwa dalam penerapannya hotel menggunakan sistem informasi agar kedua bagian dalam servuction system ini dapat terhubung, manfaat yang ditemukan adalah bahwa servuction system dapat membantu dalam memberikan layanan yang lengkap, serta menjadi alat bagi manajemen dalam menganalisa masalah dan perbaikan berkelanjutan, kendala yang dihadapi adalah perputaran pegawai yang tinggi dikarenakan tingkat pertumbuhan hotel pesaing, sehingga pelatihan yang berkala dan sistematis dan lingkungan kerja yang mendukung dan kompensasi yang bersaing diperlukan untuk menahan perputaran pegawai yang tinggi.
Item Type: | Thesis (Masters) | ||||||||
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Uncontrolled Keywords: | Servuction system ; guest experience ; guest satisfaction | ||||||||
Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management | ||||||||
Divisions: | University Subject > Current > Faculty/School - UPH Karawaci > Business School > Master of Management Current > Faculty/School - UPH Karawaci > Business School > Master of Management |
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Depositing User: | Phillips Iman Heri Wahyudi | ||||||||
Date Deposited: | 28 May 2022 06:34 | ||||||||
Last Modified: | 28 May 2022 06:34 | ||||||||
URI: | http://repository.uph.edu/id/eprint/47533 |
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