STANDARISASI PELAYANAN FRONT OFFICE UNTUK MENINGKATKAN KEPUASAN TAMU DI HOTEL CAVINTON YOGYAKARTA

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ABSTRAK

 Di Kota Yogyakarta, sebagai kota budaya dan pariwisata telah banyak berdiri hotel-hotel. Agar dapat bersaing dengan hotel lainnya, Cavinton Hotel menerapkan standarisasi yang disesuaikan dengan standar pelayanan pasca Covid-19 dalam melayani tamu untuk meningkatkan kepuasan tamu. Berdasarkan latar belakang dapat ditarik rumusan masalah bagaimana standarisasi kinerja front office di Hotel Cavinton Yogyakarta dan bagaimana kepuasan tamu di Hotel Cavinton Yogyakarta. Tujuan penelitian ini untuk mengetahui standarisasi kinerja front office di Hotel Cavinton Yogyakarta dan untuk mengetahui kepuasan tamu di Hotel Cavinton Yogyakarta. Metode penelitian yang digunakan dalam penulisan ini adalah metode deskriptif kualitatif. Metode Pengumpulan data dilakukan dengan observasi, dokumentasi, wawancara dan kajian Pustaka. Hasil penelitian ini yaitu Standar Operasional Prosedur di Hotel Cavinton Yogyakarta harus menjadi acuan dan pedoman bekerja bagi semua karyawan. Standar operasional prosedur FO disusun berdasarkan prosedur kerja dan kebutuhan FO departemen agar mendapatkan hasil kerja yang berkualitas. Tujuan dari kebijakan ini adalah memastikan bahwa semua tamu akan menerima pelayanan dengan hangat dan profesional selama menginap di Hotel Cavinton Yogyakarta. Dari ulasan di Traveloka, Ticket.com, Agoda, Pegi pegi.com sebagian besar ulasan tamu menjelaskan bahwa tamu puas dengan kualitas pelayanan khususnya keramah-tamahan yang diberikan oleh staff front office maupun departemen lain di Hotel Cavinton Yogyakarta. Staff front office yang dapat memberikan upgrade kamar mendapat apresiasi baik dari tamu. Dapat disimpulkan bahwa staff di Hotel Cavinton menerapkan SOP dengan baik sebagai acuan penerapan kualitas bekerja.  Selain itu, Kepuasan tamu terhadap pelayanan staff dapat ditunjukkan dengan tamu tersebut menginap Kembali di Cavinton Hotel Yogyakarta.  

Kata Kunci: Standarisasi Pelayanan, Front Office, Kepuasan Tamu

ABSTRACT

In the city of Yogyakarta, as a city of culture and tourism, many hotels have been established. To be able to compete with other hotels, Cavinton Hotel implements standards that are adjusted to post-Covid-19 service standards in serving guests to increase guest satisfaction. Based on this background, it can be drawn the formulation of the problem how to standardize front office performance at Cavinton Hotel Yogyakarta and how guest satisfaction at Hotel Cavinton Yogyakarta. The purpose of this study was to determine the standardization of front office performance at the Cavinton Hotel Yogyakarta and to determine guest satisfaction at the Cavinton Hotel Yogyakarta. The research method used in this writing is a qualitative descriptive method. Methods Data collection was carried out by observation, documentation, interviews, and literature review. The results of this study are that the Standard Operating Procedures at Cavinton Hotel Yogyakarta must be a reference and work guideline for all employees. Front Office standard operating procedures are prepared based on work procedures and the needs of departmental Front Office to obtain quality work results. The purpose of this policy is to ensure that all guests will receive warm and professional service while staying at Hotel Cavinton Yogyakarta. From the reviews on Traveloka, Ticket.com, Agoda,.com Pegi pegi.com, most of the guest reviews explained that guests were satisfied with the quality of service, especially the hospitality provided by the front office staff and other departments at Hotel Cavinton Yogyakarta. Front office staff who can provide room upgrades receive good appreciation from guests. It can be concluded that the staff at the Cavinton Hotel apply SOP well as a reference for implementing quality work. In addition, guest satisfaction with staff service can be shown by the guest staying back at Cavinton Hotel Yogyakarta.

Keywords: Service Standardization, Front Office, Guest Satisfaction