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Persepsi Karyawan Front Office Department Hotel Terhadap Budaya Tipping Calvin Mercy Ebenhaezer Watulingas; Vincentia Ratna Inggawati
Improvement: Jurnal Manajemen dan Bisnis Vol 1, No 2 (2021): Volume 1 No. 2 September 2021
Publisher : UMSurabaya Publishing

Tipping is now a common thing for Indonesians, especially in the hospitality sector. In order to maintain the quality provided to remain good, adequate quality of human resources is needed. For employees who are seen to have provided satisfactory service, one form of consumer appreciation is to provide bonuses in the form of tips.This research is to see how employees perceive the tipping culture, which involves front office department employees and 4 consumers at 3-star hotels in East Surabaya. This study uses a descriptive approach with interviews as a data collection technique. Each hotel selected 3 employees and 2 consumers who represent the research subjects. The results showed that there were 2 tip distribution systems, namely no tip distribution (individual) and the same tip distribution (collective). However, the sharing of tips (individual) system often creates conflicts in its application, so it needs special attention from the hotel management. For employees who receive, Tips can increase motivation, rewards (personal achievements), volunteer money from guests, and additional salary for savings. Also that the tip is an appreciation of the attitude of employees who are polite, friendly, and responsive in dealing with consumer complaints staying at the hotelPemberian tip saat ini sudah merupakan hal yang umum dilakukan oleh masyarakat Indonesia terutama pada bidang perhotelan. Untuk menjaga kualitas layanan yang diberikan agar tetap baik, dibutuhkan kualitas sumber daya manusia yang memadai. Bagi karyawan yang dipandang telah memberikan layanan yang memuaskan, salah satu bentuk apresiasi konsumen adalah dengan memberikan bonus berupa tip.Penelitian ini untuk melihat bagaimana persepsi karyawan terhadap budaya tipping, yang melibatkan karyawan front office department serta konsumen di 4 hotel bintang III yang ada di Surabaya Timur. Penelitian ini menggunakan pendekatan kualitatif deskriptif dengan wawancara sebagai teknik pengambilan data. Dari masing-masing hotel dipilih 3 orang karyawan dan 2 orang konsumen yang mewakili subjek penelitian. Hasil penelitian menunjukkan bahwa terdapat 2 sistem pembagian tip yaitu no sharing of tips (individual) dan equal sharing of tips (kolektif). Namun system sharing of tips (individual) sering menimbulkan konflik dalam penerapannya, sehingga perlu perhatian khusus dari pihak manajemen hotel. Bagi karyawan yang menerima, Tip mampu meningkatkan motivasi, penghargaan (personal achievement), uang sukarela dari tamu (guess dicretion) dan tambahan gaji untuk tabungan. Juga ditemukan bahwa tip merupakan apresiasi dari sikap karyawan yang sopan, ramah, dan cepat tanggap dalam mengatasi komplain konsumen yang menginap di HotelKeywords: Perception, Culture of Tipping, Front Office Department, Hotel

Analisis Sistem Informasi Eksekutif Bidang Pemasaran Pada PT Indoproperty V. Ratna Inggawati
BIP's JURNAL BISNIS PERSPEKTIF Vol 1 No 1 (2009): Januari
Publisher : Fakultas Ekonomi Universitas Katolik Darma Cendika

Analisis system informasi eksekutif bidang pemasaran pada PT. Indoproperty yang dilakukan mencatat posisi perusahaan diperoleh dari table matriks IFAS dan table matriks EFAS, diketahui bahwa nilai IFAS-nya 0,39 nila EFAS-nya -0,39 berada pada kuadran II (mendukung strategi diversifikasi). Untuk memaksimalkan S.I.E. maka disarankan untuk membangun jaringan S.I.E. dan melengkapinya dengan modul-modul yang sesuai kebutuhan, piranti keras dan lunak serta personil yang tepat.

Persepsi Dan Harapan Mahasiswa Terhadap Kualitas Pelayanan Pada Perguruan Tinggi ”X” Di Surabaya V. Ratna Inggawati
BIP's JURNAL BISNIS PERSPEKTIF Vol 5 No 2 (2013): Juli
Publisher : Fakultas Ekonomi Universitas Katolik Darma Cendika

This research is to see how student assessment of the quality of service Perguruan Tinggi "X" as a whole based on the dimensions of physical evidence (tangible), reliability in delivering services (reliability), responsiveness in providing the service (responsiveness), guarantee (assurance) as well as the ability to give attention sincere customer (empathy). Respondents were drawn 100 students, it has been found that the dimensions of the physical evidence is a dimension that has the greatest negative GAP value and genuine concern dimension is the dimension with the smallest negative GAP. Being indicators that have the biggest GAP value is: Complete Library facilities.

Knowledge Management Sebagai Anteceden Kinerja UMKM V. Ratna Inggawati; Bruno Hami
BIP's JURNAL BISNIS PERSPEKTIF Vol 9 No 2 (2017): Juli
Publisher : Fakultas Ekonomi Universitas Katolik Darma Cendika

MSMEs is a form of business classified as small to medium, from the size of the worker, the total value of net assets, the level of sales and investment is not large. Most MSMEs are owned and managed by individuals, so the most common problem is not being able to maintain performance continuity. One reason is that the owners and managers of MSMEs do not understand the importance of Knowledge Management. Knowledge and expertise are only stored as the thought of its predecessors in the form of tacit knowledge. It should be realized in the form of explicit knowledge. If that does not happen, the performance of MSMEs will be decreased, because the business depends on the memory or habit that occurred. If one day the predecessor retires or dies, then the business falls and eventually goes bankrupt.

Hubungan Pengetahuan, Situasi, Sikap Dan Motivasi Dengan Keputusan Pembelian Laptop Bruno Hami; V. Ratna Inggawati
BIP's JURNAL BISNIS PERSPEKTIF Vol 10 No 1 (2018): Januari
Publisher : Fakultas Ekonomi Universitas Katolik Darma Cendika

The study aims to obtain empirical information that knowledge, situation, attitude and motivation have positive relationship simultaneously and partially with laptop purchasing decision from students of Economic Faculty of Catholic University Darma Cendika Surabaya. Problems and hypothesis are formulated based on references and empirical studies. To test the hypothesis used regression conversion F test (linearitan) to determine whether the relationship between the dependent variable with the independent variable is linear or not. The correlation coefficient test is used to determine the size of the correlation coefficient whether significant or not. Population in this research is students of Economic Faculty of Catholic University Darma Cendika Surabaya with amount of sample counted 100 people. The end result of the study shows that the partial correlation test shows: (i) knowledge has a correlation coefficient of 0,034 with significance of 0,738 > 0,05, meaning the correlation coefficient is not significant; (ii) the situation has a correlation coefficient of 0,365 with significant 0,00 < 0,05, meaning significant correlation coefficient; (iii) attitude of having correlation coefficient 0,416 with significance 0,00 < 0,05, meaning significant correlation coefficient; and (iv) motivation has a correlation coefficient of 0,232 with a significance of 0,022 < 0,05, meaning the correlation coefficient is significant. Simultaneously, the dependent variable relation (X) with independent variable (Y) is positive with adjusted R Square (R2) of 0,428 which means that 42,8% purchase decision of laptop students of Economic Faculty of Catholic University Darma Cendika Surabaya can be explained by the four dependent variables, while the remaining 57,2% of the decision to purchase laptop students of Economic Faculty of Catholic University Darma Cendika Surabaya can be explained by other variables outside of the four dependent variables currently being studied.

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