PERANAN EXECUTIVE LOUNGE ATTENDENT TERHADAP TINGKAT KEPUASAN TAMU DI SHERATON BANDUNG HOTEL & TOWERS
DOI:
https://doi.org/10.59820/emba.v4i1.438Kata Kunci:
Executive Lounge, Attendant, Service, Guest Satisfaction, Sheraton Bandung HotelAbstrak
Abstrak
Pelayanan di Executive Lounge merupakan salah satu faktor penting dalam menciptakan pengalaman tamu yang berkesan di hotel berbintang. Penelitian ini bertujuan untuk menganalisis peranan Executive Lounge Attendant terhadap tingkat kepuasan tamu di Sheraton Bandung Hotel and Towers. Metode penelitian yang digunakan adalah pendekatan kualitatif deskriptif dengan teknik pengumpulan data melalui observasi, wawancara mendalam, dan studi dokumentasi. Hasil penelitian menunjukkan bahwa peranan Executive Lounge Attendant meliputi: penyambutan tamu, pelayanan makanan dan minuman, pemberian informasi, serta penanganan kebutuhan khusus tamu. Kualitas pelayanan yang ramah, cepat, dan profesional terbukti memberikan kontribusi signifikan terhadap tingkat kepuasan tamu. Kesimpulannya, Executive Lounge Attendant memiliki peran strategis dalam menciptakan kenyamanan, loyalitas, dan citra positif hotel. Rekomendasi yang diajukan adalah peningkatan pelatihan berkelanjutan, standardisasi pelayanan, serta evaluasi rutin terhadap kepuasan tamu.
Kata kunci: Executive Lounge, Attendant, Pelayanan, Kepuasan Tamu, Hotel Sheraton Bandung
Unduhan
Referensi
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