Maintaining the Standard Operating Procedure of Concierge to Enhancement of Service Quality in Four Seasons Hotel Jakarta

Karenina, Audrey (2019) Maintaining the Standard Operating Procedure of Concierge to Enhancement of Service Quality in Four Seasons Hotel Jakarta. Bachelor thesis, Podomoro University.

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Abstract

Standard Operating Procedure merupakan salah satu aspek terpenting dalam pelaksanaan operasional di inudstri perhotelan agar tetap terjaga Service Quality yang akan disampaikan staf hotel kepada tamu-tamu saat menjalankan operasi hotel. Permasalahan yang ada dalam hotel mencakup pemakaian prosedur yang belum terimplementasikan dengan baik dan benar. Penelitian ini dilakukan di Four Seasons Hotel Jakarta khususnya pada bagian Concierge di department Front Office dimana terjadi penerapan SOP yang belum berjalan secara efektif. Oleh karena itu, makalah ini bertujuan untuk mengetahui seberapa efektif nya mempertahankan Standard Operating Procedure dalam operasi sehari-hari untuk peningkatan kualitas servis. Dengan ini, penulis bertujuan untuk mendalami lagi kepentingan standar operasi prosedur dan pengaruh yang diberikan terhadap kualitas servis di hotel. Adapun, metode penelitian yang dilakukan adalah kualtitatif deskriptif menggunakan teknik wawancara dan observasi. Hasil dari penelitian ini menyatakan bahwa Service Quality dapat di pertahankan dengan baik menggunakan dengan penerapan SOP yang sesuai dan lebih rinci.

Item Type: Skripsi (Bachelor)
Uncontrolled Keywords: Standard Operating Procedure, Service Quality, Maintaining SOP, Hotel Industry
Subjects: Hotel Business Program
Faculty: Faculty of Tourismpreneur > Hotel Business Program
Depositing User: Audrey Karenina
Date Deposited: 30 Aug 2019 08:21
Last Modified: 25 Nov 2019 04:23
URI: http://repository.podomorouniversity.ac.id/id/eprint/327

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