ANALISIS KUALITAS PELAYANAN TAMU PADA HOTEL CABIN CABANG SUTOMO YOGYAKARTA

ANALISIS KUALITAS PELAYANAN TAMU PADA HOTEL CABIN CABANG SUTOMO YOGYAKARTA

• By Sugiyah,;
• Jurnal Nasional Tidak Terakreditasi
• 139
• 135-179

Hotels are important facilities that cannot be separated from the tourism sector. The role of hotel is not only as a place to stay for tourists, but also as a place to carry out office and education activities such as meetings, seminars, marketing presentations, so that the growth of hotel development is increasing.

Hotels are important facilities that cannot be separated from the tourism sector. The role of the hotel is not only a place to stay for tourists, but also as a place to carry out office and educational activities such as meetings, seminars, marketing presentations, so that the growth of hotel development is increasing. Quality of service in the field of hospitality services is one of the considerations that are often used by guests in choosing hotels. Good service quality is closely related to the implementation of SOPs as a basis for carrying out tasks.

This qualitative descriptive study begins with the implementation of the Standard Operating Procedure (SOP) for guest services at the Sutomo Hotel Yogyakarta branch, the quality of guest services at the Yogyakarta Branch Sutomo Hotel, constraints faced and how to overcome them in providing guest services. Guest SOP services from predetermined reservations, check-in until guests check out fully. Quality of service has an impact on the sale of rooms sold. The results of the data show that during the period January - August 2018 the average number of rooms sold was 519 rooms / month.

Based on the results of the SWOT analysis with IFAS and EFAS matrices obtained strength values ​​(Streghts) - Weaknesses (weakness) = 2.24 -1.43 = 0.81 and opportunity values ​​(Opportunity) - Threats (Treaths) = 2.21 - 0.99 = 1, 22. Thus Cabin Sutomo Hotel has a Quadrant I position so the strategy that needs to be done to increase the number of hotel guests is an aggressive strategy. This is a situation that benefits Cabin Sutomo Hotel because it has the power and opportunity, so that it can make the most of the opportunities available and support aggressive improvement policies. In the SWOT matrix, it was found that the right strategy was the S-O strategy, namely by increasing friendly and fast service and continuing to innovate hotel products, this was supported by the increasing number of domestic and foreign tourists, so that they were potential guests at Cabin Sutomo hotel.

 

Keywords: Guest service quality, SOP, SWOT

• Katakunci Guest service quality, SOP, SWOT
• URL http://
• Penerbit ,

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