Analisis Efektifitas dan Produktifitas Kerja Front Desk Agent dalam Meningkatkan Pelayanan Hotel di Jember

Authors

  • Hadi Jatmiko Universitas Muhammadiyah Jember
  • Syah Riza Octavy Sandy Universitas Muhammadiyah Jember

DOI:

https://doi.org/10.32659/tsj.v8i2.280

Keywords:

Effectiveness and Productivity, Front Desk Agent, Hotel Service Quality

Abstract

This study aims to analyze the influence of the effectiveness and productivity of Front Desk Agents in improving hotel services in Jember. While the sampling technique used is: Quota Sampling Method, which is a way of taking samples that have been determined/rationed beforehand. Samples for hotel guests were taken in several hotels in the city of Jember as many as 80 respondents. Structured interviews with Managers and hotel management associations. The data analysis technique used in this study is descriptive qualitative, namely data analysis using detailed explanations obtained from hotel managers, employees, guests who are staying overnight which are descriptive in nature. The results of the regression test show that the variables of work effectiveness and work productivity are proven to have a joint effect on the quality of Front Desk Agent services at hotels in Jember City. This illustrates that in order to improve the quality of Front Desk Agent services at hotels in Jember City, the hotel must consider the factors of work effectiveness and work productivity. The results of identifying the factors that influence the quality of Front Desk Agent services at hotels in Jember, Simultaneously: Work effectiveness and work productivity are proven to have a joint effect on the quality of Front Desk Agent services at hotels in Jember City. The results of the analysis of the coefficient of determination show that 41,7% of the variation in the change in the quality of Front Desk Agent services at hotels in Jember is explained by the factors of work effectiveness and work productivity.

References

Agusnawar, A.Md.Par. 2002. Pengantar Operasional Kantor Depan Hotel. PT. Perca, Jakarta

Anoraga, Pandji. 2004. Manajemen Bisnis, Cetakan Ketiga. Jakarta: Rineka Cipta, Jakarta

Darsono Agustinus. 2001. Kantor Depan Hotel. PT.Gramedia Widiasarana Indonesia: Jakarta

Gary Armstrong. 1997. Principles of Marketing. 7 Edition. Singapore: Prentice Hall International, Inc

https://id.wikipedia.org/wiki/Pandemi_COVID-19, ( akses agustus 2020)

https://tirto.id/apakah-yang-dimaksud-protokol-kesehatan-covid-19-f3W3, (akses Nopember 2020)

http://kominfo.jatimprov.go.id/read/umum/tingkat-penghunian-kamar-hotel-di-jember-capai-39-21-persen. (Akses Agustus 2021)

Kotler, Philip.. 2008.Manajemen Pemasaran Jilid I (Edisi ke-13). Erlangga, Jakarta

Kotler, Philip. 1993. Manajemen Pemasaran, Terjemahan Adi Zakaria Afiff. Jilid Kesatu, Edisi Ketujuh, Jakarta: Fakultas Ekonomi Universitas Indonesia

Mustika Zed, Metode Penelitian Kepustakaan, Jakarta: Yayasan Obor Nasional, 2004

Rangkuti, Freddy. 2001. Analisis SWOT Teknik Membedah Kasus Bisnis. Jakarta : Gramedia Pustaka Utama.

Rismiati, E. Catur & Ig. Bondan Suratno. 2001. Pemasaran Barang dan Jasa. Cetakan Kesatu, Yogyakarta: Penerbit Kanisius

Soekadijo. R. G. 2000. Anatomi Pariwisata. Jakarta : PT Gramedia Pustaka Umum.

-----------, Ir, MM. 1997. Operasional Kantor Depan. PT. Gramedia Pustaka Utama: Jakarta.

Stanton, William J..1986. Prinsip Pemasaran. Terjemahan Basu Swastha dan T. Hani Handoko. Jilid Kesatu, Edisi Ketujuh, Jakarta: Airlangga

Sugiarto Endar, Ir, MM. 1996. Pengantar Akomodasi Dan Restoran. PT. Gramedia Pustaka Utama: Jakarta

Swastha, Basu dan Irawan. 1997. Manajemen Pemasaran Modern. Edisi kelima, Yogyakarta : Liberty.

Wahab, Salah. 2005. Tourism Marketing. Jakarta: PT Gramedia.

Yoeti,O. A. 2009. Pemasaran Pariwisata Terpadu. Bandung:Angkasa

Published

2023-06-30

How to Cite

Jatmiko, H., & Octavy Sandy, S. R. (2023). Analisis Efektifitas dan Produktifitas Kerja Front Desk Agent dalam Meningkatkan Pelayanan Hotel di Jember. Tourism Scientific Journal, 8(2), 132-141. https://doi.org/10.32659/tsj.v8i2.280