ANALISIS KINERJA GSA UNTUK MENINGKATKAN KEPUASAN TAMU MELALUI REVIEW OTA DI HOTEL CAVINTON
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Penelitian ini bertujuan untuk mengetahui kinerja guest service agent dalam meningkatkan kepuasan tamu melaui review online travel agent di Hotel Cavinton, dan untuk mengetahui kualitas pelayanan guest service agent dalam melayani tamu. Metode yang digunakan dalam penelitian ini yaitu analisis data kualitatif dengan metode pengumpulan data observasi, literatur, dan dokumentasi. Kinerja guest service agent untuk meningkatkan kepuasan tamu ditinjau dari review online travel agent di Hotel Cavinton Yogyakarta mendapat review memuaskan, pelayanan yang diberikan juga sudah sesuai standar operasional prosedur. Review yang dianggap memuaskan 90 %, dan aspek spesifik dari SOP yang dipenuhi 88 %. Temuan ini dapat membantu hotel dalam meningkatkan kepuasan tamu dibuktikan dengan ulasan positif yang diberikan oleh tamu, yang menunjukkan bahwa pelayanan yang diberikan sesuai dengan standar operasional prosedur. Tindakan seperti memberikan upgrade room, VIP notice, dan voucher coffee time berkontribusi pada peningkatan kepuasan tamu sehingga tamu datang kembali menginap di Cavinton Hotel. Secara keseluruhan, kualitas pelayanan yang diberikan oleh staff guest service agent dinilai baik oleh tamu, yang mencakup keramahan, siap membantu, dan fasilitas yang memadai.
Kata kunci: kinerja, guest service agent, review
ABSTRACT
This study aims to determine the performance of guest service agents in increasing guest satisfaction through online travel agent reviews at Hotel Cavinton, and to determine the quality of guest service agents in serving guests. The method used in this study is qualitative data analysis with observation, literature, and documentation data collection methods. The performance of guest service agents to increase guest satisfaction is reviewed from online reviews of travel agents at Hotel Cavinton Yogyakarta received satisfactory reviews, the services provided are also in accordance with standard operating procedures. Reviews that are considered satisfactory 90%, and specific aspects of SOPs that are fulfilled 88%. These findings can help hotels in increasing guest satisfaction as evidenced by the positive reviews provided by guests, which show that the services provided are in accordance with standard operating procedures. Actions such as providing room upgrades, VIP notices, and coffee time vouchers contribute to increasing guest satisfaction so that guests often come back to stay at Cavinton Hotel. Overall, the quality of service provided by the guest service agent staff is rated well by the guests, which includes friendliness, helpfulness, and adequate facilities.
Keyword: Performance, Guest Service Agent, Review
Kata Kunci
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DOI: https://doi.org/10.31294/par.v11i2.23104
