Analisis Kualitas Pelayanan Tamu Pada Hotel Cabin Cabang Sutomo Yogyakarta

Analisis Kualitas Pelayanan Tamu Pada Hotel Cabin Cabang Sutomo Yogyakarta

• By Sugiyah,; Lawu, Suparman Hi;
• Jurnal Nasional Tidak Terakreditasi
• 356
• 154-178

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.

• Katakunci Kualitas Pelayanan Tamu
• URL https://erepository.akpindo.ac.id/index.php/erepositoryakpindo/article/view/269/26
• Penerbit ,

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