Maximizing service quality of guest service center at ritz-carlton, bali

Kevin, Kevin (2019) Maximizing service quality of guest service center at ritz-carlton, bali. Bachelor thesis, Universitas Pelita Harapan.

	Text (Title) Title.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (883kB)
Preview	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (382kB) | Preview
	Text (ToC) ToC.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (942kB)
Preview	Text (Chapter1) Chapter1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (955kB) | Preview
	Text (Chapter2) Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
	Text (Chapter3) chapter3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (770kB)
	Text (Chapter4) Chapter4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (3MB)
	Text (Chapter5) Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (676kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (576kB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)

Abstract

Nowadays Competition in business industry such as hotel industry, foodindustry and the other is very tight right now. They have some problem with Service quality and effectiveness of communication.Hospitality Management in many ways do not providing a better service quality. Consumers or hotel guests are still experiencing some evidence of under�performing services such as Appearance, environmental performance, physical building, decoration, and hotel layout have not been in accordance with the promises offered.The reason behind this case is nowadays hotel industry are not fulfilling service quality and not meet guest expectation. The method used by the writer is Qualitative research method with Qualitative approach the writer chooses qualitative method as main data for this research. The qualitative data were obtained from interview with employees of guest service center and observation from the object. The researcher analyzed the data using narrative analysis and resulting answer of the problem.The researcher analyze data from the result of observation and interview from research object which are employee of guest service center at Ritz-Carlton Bali. This analysis used to answer the research problem and show the interview question and also the answer. They already got solution for the problem, to add languages class and change their operator devices. Further, this study provides Discussion, Conclusion, Implication, and recommendation. For the future need to test if the resolution in this study effective or not

Actions (login required)

View Item